PowerPoint Presentation School of Higher Education – Practical Degrees for skill seekers Hotel Accommodation Management Assignment 1 (20 marks) Due: Week 6 School of Higher Education – Practical...

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PowerPoint Presentation School of Higher Education – Practical Degrees for skill seekers Hotel Accommodation Management Assignment 1 (20 marks) Due: Week 6 School of Higher Education – Practical Degrees for skill seekers Assignment 1 – Question 1 It is Wednesday morning and it is very hectic at the front desk of Marina hotel. The Cricket Association (300 guests) is meant to check out of the hotel. The Race Motor Society (250 guests) is beginning to arrive for registration. Yesterday, the president of the Cricket Association, Tony Martin, requested a late checkout for all his members because they had to vote on an important legislative issue. The president asked a front office clerk, Bridget who is a new staff at the front office department to approve their late checkout. Bridget, unaware of any reason not to grant this request, approved a 2:30 p.m. checkout time instead of the customary 10.00 am check out. .It is 11:15 a.m., and the front office manager is on the phone with the housekeeping department investigating why some of the rooms have not yet been released. The housekeeper executive had no clue and enquired about the situation immediately personally. * School of Higher Education – Practical Degrees for skill seekers The floor supervisors at the second, and third floors informed her that there were the “Do not disturb” signs on the doors of the majority of the rooms. Some guests advised the supervisors that they had permission to stay in the rooms until 2:30 p.m. There was a nasty exchange between these two managers concerning the delivery of professional hospitality after the house keeping executive has been made aware of what has happened. It is now 3:15 p.m., and the hotel lobby is packed with people checking out and checking in. It is a real chaos! Only about 30 percent of the rooms needed have been released by housekeeping. The food and beverage (F&B) manager arrives and proposes the front office manager to announce the availability of the restaurant for free soft drinks, juices and tea/coffee with some sweet and salted savouries to the guests who are impatiently waiting for the release of their rooms. * School of Higher Education – Practical Degrees for skill seekers The front office manager appreciates the great idea and support from the F&B manager but did not go ahead with the idea as he felt that no one would hear him as it was too noisy. Therefore, no announcement was made. At 7:20 p.m., the last guest is checked in. The front office manager breathes a sigh of relief . To his great surprise, he found out that Bridget has received a gift box and she reads out loud the card:” Many thanks for your great assistance today. Much appreciated.” The front office manager reminds her that no gifts are allowed from guests! She innocently replies to him that the President and members of the Cricket association have just been grateful to her for having authorised the late check out for them. Required: 1. Analyse what went wrong in Marina hotel and how this should be addressed to avoid such chaos again. (12 marks) * School of Higher Education – Practical Degrees for skill seekers Question 2 Your parents have just won the lottery, the jackpot – an incredibly huge amount. They would like to invest it and are thinking of starting a business in the hotel industry. Unfortunately, they are not well versed in this area. As you are a new graduate from the Hospitality Program, they have, therefore, asked you to assist them. In this respect, they have asked you to write a report to them about the following: Required Describe to them the various forms of hotel management. (4 marks) There is the need for them to understand the importance of room configurations (1 mark) Explain to them what are the characteristics and importance of hotel rooms compliant with the Americans Disabilities Act (ADA) (1 marks) School of Higher Education – Practical Degrees for skill seekers Section 2 Your parents understand that competition can be very fierce at times in the hotel sector and have heard about the “Stay 5, Pay 4” deals offered by hotels. They have no clue about this concept . They have asked you to explain them about this deal and whether they should be encouraged in doing this. (2 marks) Total:20marks