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HOTL5003 Hotel Property and Operations
Questions:
The General Manager of your 4.5-star Hotel on the Gold Coast has asked that you prepare a report relating to the introduction of technological enhancements into the service delivery processes in the hotel
You will need to research such enhancements and identify those areas of the hotel that would be suitable candidates. From these considerations, you will identify a particular operational area to focus on and propose a particular technological enhancement you believe will provide a benefit to the level of service provided by the hotel
You will need to focus on the following elements in preparing this report
a. A contextual discussion of High touch and Low touch service delivery
b. A consideration of those areas of the hotel where technological enhancements are appropriate based on the research of contemporary practices
c. A proposal for one is of the hotel, identifying a particular (real) product. This proposal needs to include both the benefits and negative aspects of the idea.
d. Recommendations providing an overview of the implementation of the proposal Other Information about this assessment
The report will need to include an executive summary, title page, table of contents and full Harvard referencing as per the SCU referencing style. The word count (1750 words) does not include a reference list.
Marking Criteria
This Report will be assessed against the following criteria:
• Contextual discussion 10 Marks
• Proposal and evaluation 20 Marks
• Research and Communication 5 Marks
• Research and Referencing 5 Marks
See Assessment Details on MySCU for more instructions
|
Criteria |
High Distinction |
Distinction |
Credit |
Pass |
Fail |
|
Contextual Discussion (10 marks) |
An advanced discussion of high and low touch approaches to service delivery in the hotel context. Excellent insights are provided. Strong support from research materials. Contextual consideration of the flow on effects to the consumer perceptions of service quality. (8.5-10 marks) |
A good discussion of high and low touch approaches to service delivery in the hotel context. Strong support from research materials. Some consideration of the flow on effects to the consumer perceptions of service quality. (7.5-8.4 marks) |
A reasonable discussion of high and low touch approaches to service delivery in the hotel context. Some support from research materials. Some consideration of the flow on effects to the consumer perceptions of service quality (6.5-7.4 marks) |
A basic discussion of high and low touch approaches to service delivery with limited consideration of the hotel context. Limited support from research materials. Little evidence of inclusion of discussion of the flow on effects to the consumer perceptions of service quality (5-6.4 marks) |
A very limited discussion of high and low touch approaches to service delivery with no consideration of the hotel context evident. No support from research materials. Little or no inclusion of any discussion of the flow on effects to the consumer perceptions of service quality (0-4.9 marks) |
|
Proposal and evaluation (20 marks) |
An excellent proposal that clearly describes the technological initiative and its intended purpose. A justification has been provided that includes consideration of the suitability and acceptability of the proposal. An implementation plan has been outlined that provides advanced detail and timings (16.9-20 marks) |
A good proposal that clearly describes the technological initiative and its intended purpose. A justification has been provided that includes consideration of the suitability of the proposal. An implementation plan has been outlined that provides some detail and timings (14.9-16.8 marks) |
A reasonable proposal that describes the technological initiative and its intended purpose. A justification has been provided that includes consideration of the suitability of the proposal. A basic implementation plan has been outlined but may lack detail or timings (12.9-14.8 marks) |
A basic proposal that describes the technological initiative and its intended purpose. A limited justification has been provided that may include consideration of the suitability of the proposal. An implementation plan has been mentioned but not outlined properly 10-12.8 marks) |
A limited proposal that basically describes the technological initiative and its intended purpose. Justification has not been provided for the suitability of the proposal. An implementation plan has not been mentioned. (0-9.9 marks) |
|
Research and Communication (5 marks) |
The discussion is strongly supported by relevant contemporary research material that has been utilised appropriately. Advanced insights have been provided Superlative writing skills demonstrating sustained clarity, coherence and cogency. No grammar, spelling, punctuation and formatting errors. (4.3-5 marks) |
Good evidence of suitable research sources accessed. There is strong evidence of this information being used to consistently inform the discussion in an appropriate contextual fashion Superior writing skills demonstrating consistent clarity, coherence and cogency. No grammar, spelling, punctuation and formatting errors (3.8 – 4.2 marks) |
Good evidence of suitable research sources accessed. There is some evidence of this information being used to consistently inform the discussion. Sound writing skills demonstrating moderate clarity, coherence and cogency. Minimal grammar, spelling, punctuation and formatting errors. (3.3-3.7 marks) |
Basic evidence of suitable research sources accessed. There is some evidence of this information being used to inform the discussion Satisfactory writing skills demonstrating adequate clarity and coherence. Minor grammar, spelling, punctuation and formatting errors. (2.5-3.2 marks) |
Little or no evidence of suitable research sources accessed. There is little or no evidence of this information being used to inform the discussion Substandard writing skills demonstrating little clarity or coherence. Frequent grammar, spelling, punctuation and formatting errors. (0-2.4 marks) |
|
Referencing (5 marks) |
Superior sourcing of material and formatting in Harvard style. No errors (3.8-5 marks) |
Sound sourcing of material and formatting in Harvard style. A few errors (3.3-3.7 marks) |
Basic sourcing of material and formatting in Harvard style. Some errors. (2.5-3.2 marks) |
Substandard sourcing of material and formatting in Harvard style. Many errors (0 – 2.4 marks) |
|
|
TOTAL |
40 |
||||
HOTL5003 Hotel Property and Operations
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