Computing Skills Assignment Help
Delivery in day(s): 5
The Rose and Crown is an independent 3* star, 100 bedroom hotel located on the outskirts of a city in the Midlands, with close links to the motorway. It attracts a mixture of mainly corporate guests during the week and leisure guests at the weekend.
In recent years, sales in both markets have been decreasing and customer complaints have been rising. Staff morale is low and staff turnover is high and the hotel is finding it more and more difficult to recruit suitable employees. Staff complain about poor internal communication between departments, lack of career development, lack of consultation and involvement in decision making and lack of recognition or rewards.
You are the Front of House Manager and the Owner has asked you to come up with some ideas on how to improve the situation. Due to declining revenue, there are insufficient funds available for product development. You believe improving quality is the solution and can be achieved with limited resources.
Submit a brief report to the owners which will address the following:
This task covers LO1 to understand the different approaches to quality management appropriate to commercial operations
Please reference your sources of information such as books or journal articles.
You have successfully prepared some training material for the operations of the front desk at your hotel and the Manager was pleased with the result. You have been requested by the management to prepare written information on customer service policy to be included in a staff induction training manual. Include details of the following in your information sheet.
This task covers LO2 to understand the benefits of quality management in a business and services context
You have applied for a position as a manager in a hospitality organisation (hotel, pubs, restaurant etc), you have been invited for interview and as part of the selection process you have to produce a draft copy of an article focusing on quality controls and customer service improvement. Your task is to conduct research to investigate customer requirements and address each of the following points:
This task covers LO3, to understand a range of quality controls and how service to the customer can be improved
Please reference your source of information such as books or journal articles.
You have been appointed as a Quality Manager in the ‘Holiday Inn’ London group of hotels. The company is losing profits due to the global economic crisis. You have been requested by the senior management team of the company to prepare a report explaining the concept of Quality Management Systems to be used as a training manual on management development courses.
Your report should include all of the following points.
This task covers LO4 to be able to apply the principles of quality management to improve the performance of an organisation .