HOTL5003 Hotel Property and Operations

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Assessment 1: Individual Report (20%)

Why this assessment

The modern Hospitality industry is changing rapidly, driven by external trends and broader market forces. Managers must be able to understand the nature of these changes and how they will reshape our industry. This requires the manager to scan the external world and industry practices continuously. This proactive approach means the hotel can remain competitive in a dynamic world.

Your Task

Students will be asked to choose one hospitality property business (e.g. Hotels, restaurants) and two contemporary trends that are influencing the hospitality businesses industry globally (e.g. online travel agents, experience economy, asset management practices). By searching and citing recent industry and academic sources (2015/2019), you need to locate evidence and provide examples. Implications for hospitality operation should be discussed and highlighted.

Other information about this assessment

Your assessment report will be a 1000-word script and should be presented as follows:

1. Introduction (100 words) – introduce and identify the hospitality business and two trends.
2. Body (800 words) – the body should describe and explain the chosen hospitality business. Use sub-heading to discuss each trend.
3. Conclusion (100 words) – a brief conclusion to summarise implications of the trends for global hospitality industry operation into the future.
4. Reference List – a list of references – minimum 8 – (industry and academic). (Note: the word count excludes references and reference list).

Marking Criteria

• Introduction (3 marks)
• Body one Hospitality business/ two trends (11 marks)
• Conclusion (3 marks)
• Correct referencing style, logical discussion and clarity of expression (3marks)

Assessment 2

Assessment 2a: Voice recorded PowerPoint presentation / 15%

This assessment is for these students only: Melbourne - Hotel School; Sydney - Hotel School.

Why this assessment

Group assessment

Working in teams is a fundamental skill set in today’s business world. This group assignment examines how each member of a group contributes towards the completion of a group-based task, as well as the success of the group in addressing the task.

Task

This assignment task requires each group to create a Voice recorded PowerPoint presentation that creatively (and accurately) demonstrates how to perform a service process in a 4-star corporate hotel. This process must be a typical activity in an operational area of the Hotel. For instance, this could include the housekeeping service of a room, greeting and seating a guest in the restaurant, performing a guest check out etc. The process should have at least ten identifiable steps

The 10-minute Voice recorded PowerPoint presentation must address the following issues in its content.

a)The PowerPoint Voice recorded presentation must build context for the activity/process

b)The Voice recorded PowerPoint presentation must demonstrate the best practice process including clear identification of critical points in the process

c)Common mistakes must be highlighted

You will also need to prepare one-page participants handout to come with Voice recorded PowerPoint presentation, with the key points/issues of the presentation and the three most valuable lessons.

Other information about this assessment

The process you demonstrate in the PowerPoint/Voice recorded presentation needs to be a Best Practice approach to the activity based on your research of contemporary service delivery practice in Hotels. You need to provide these research references at the end of the presentation.

Duration – 10 minutes.10-15 slide.

Marking criteria

This portion of the assignment will be assessed against the following criteria:

• Content 10 marks
• Creativity 3 marks
• Handout 2 marks

See Assessment Details on MySCU for more instructions.

Assessment 2b: Instructors Manual (1500 Words) 25%

This assessment is for these students only: Melbourne - Hotel School; Sydney - Hotel School.

Why this assessment

Group assessment

Working in teams is a fundamental skill set in today’s business world. This group assignment examines how each member of a group contributes towards the completion of a group-based task, as well as the success of the group in addressing the task.

Task

This assignment requires each group to create an Instructors manual for the activity featured in the training video. This manual is intended to allow a supervisory level member of staff to carry out a successful training session with staff

The Instructors manual must include the following elements in its content

1. An explanation of the importance of the activity to the overall service delivery process of the Hotel

b.A discussion of the emotional and aesthetic labour and their importance in the service delivery process

c.A research-based discussion of the approach needed to instruct staff who will carry out this activity clearly

d.Identification of the common mistakes made in the performance of this activity

Other information about this assessment

As an academic activity, this manual must utilize contemporary research material in its development and provide full referencing of this material as per SCU referencing guidelines

Word Count – 1500 words

Marking criteria

This portion of the assignment will be assessed against the following criteria:

• Content 10 Marks
• Research 7 Marks
• Communication 5 Marks
• Referencing 3 Marks

Assessment 3: Report (1500 words) 40%

This assessment is for these students only: Melbourne - Hotel School; Sydney - Hotel School.

Why this assessment

New generations of business and leisure travellers are expecting a higher level of technological interaction in all areas of their lives. This expectation extends to hotels and service delivery. Modern managers need to understand how these expectations can be met without compromising the level of service they provide in their establishments

Your task

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

1. A contextual discussion of High touch and Low touch service delivery
2. A consideration of those areas of the hotel where technological enhancements are appropriate based on the research of contemporary practices
3. 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.
4. 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 (1500 words) does not include an executive summary or 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