Task 2: Case Study Part A: Planning and organising workflow Form a management team with 3 or 4 of your colleagues. Before you commence, you will need to make up some of the details about the situation such as the name and location of the hotel, the nature and nationality of the international visitor etc. Meet with your team to establish and finalise the itinerary for the 3 days. It will include: Breakfast on each day The Presidential Dinner Lunch in the dining room available on request Room service on request One tour of local attractions Plan and organise workflow for the team operation for these 3 days. You need to work with the management team to plan the workflow including an itinerary for the 3 days. The workflow plan should allocate tasks to each person in your staff, including catering and housekeeping and events staff. In doing your plan, you need to: Assess current workloads, and schedule work to maximise efficiency and customer service quality within budget constraints. Delegate work according to principles of delegation. Assess the workflow and progress against the agreed objectives and timelines. Advise management in the other sections regarding staffing needs. Include in your workflow plan, strategies to address at least four of the following contingencies: delays and time difficulties difficult customer service situations equipment breakdown or technical failure financial resources staffing levels and skill profiles rostering requirements staff performance procedural requirements product development and marketing Describe what might go wrong, and how you will address it if it does. Develop a strategy to monitor and respond to team-based operational and service issues during the three days Describe in your plan how you will assist colleagues in prioritising workload through supportive feedback and coaching. 5. Complete each of the following organisational records for the above operation or activity: Description of the job you expect the staff to do. performance reports – what you expect of the team when they are operating during the visit in terms of quality customer service Share your expectations to the team in the form of a ten minute briefing. During the meeting, challenge discusses and test ideas within the team in a positive and collaborative way. Describe how you will monitor team and individual performance against agreed goals and objectives. Describe how you will monitor efficiency and service levels through close contact with day-to-day operations. Describe how you will provide feedback, coaching and support to team members. Present this in the form of a report, together with the strategy. Remember, you must submit your own written work. Part B: Solving problems and making decisions The visit by the international guest has been a success. The visitor has said he/she had a wonderful time and has thanked the hotel. However, a few things didn’t go exactly as planned which made the few days very stressful for the employees. Amongst them: The security company which you normally use decided to increase their fees, throwing your budget out. The guest’s plane was late, and the check-in time was an hour and half later than expected, which threw the workflow plan out. The Presidential Dinner included a typical Australian menu of oysters and prawns, but at the last minute, his secretary told you that the visitor had an allergy to seafood. He said he had told the hotel beforehand but it appears that it had not been written down. The kitchen had to quickly find an alternative. This meant that the entrée was served 8 minutes later than scheduled. It also meant that there was considerable waste from the prepared dishes. Some of the VIP’s own security team’s members got drunk and were very loud, causing guests in a nearby room to complain. You had selected an employee from Housekeeping to assist the visitor with room service, who said they he/she spoke the same language as the visitor. However, it turned out that it was a different dialect causing a politically sensitive situation. You arranged a briefing for the catering staff but two did not turn up as they were not scheduled on at that time For breakfast on the last day, just prior to the visitor leaving, two breakfast staff called in with the flu. Discuss: 1. Whether the 3 days met the overall organisational goals and quality assurance requirements any problems and issues that arose and adjustments to procedures and systems, that will be required next time Ways to improve efficiency and service levels, including potential for new technologies and other innovations. Review your operations to check that they support the overall organisational goals and quality assurance initiatives. Provide feedback to your colleagues and management at the meeting to inform future planning. Identify and take opportunities to evaluate current and emerging industry trends and practices for impact on the hotel. Assess and respond to opportunities to improve sustainability of day-to-day operations. Identify quality problems and issues and decide on the adjustments to procedures and systems, that will need to be made. Proactively consult with colleagues about ways to improve efficiency and service levels, including potential for new technologies and other innovations. Identify and take opportunities to evaluate current and emerging industry trends and practices for relevance to own work situation. Assess and respond to opportunities to improve sustainability of day-to-day operations Write up the outcomes of the above discussions in the form of a report, which will go to senior management.
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