Case study

You are the Rooms division manager of a 250 rooms 5 star resort. It is located at a scenic and popular resort town on the South Island of New Zealand. The main resort customers are tourists. The resort has extensive facilities. These include in house laundry facility, outdoor heated swimming pool, gymnasium, spa center, 3 flood lit tennis courts and 3 F&B outlets.

1) Present and analyze the organization chart of your division.

2) Prepare the job description of the Front office manager, executive housekeeper, facility manager, front office receptionist and a room attendant.

3) Develop the staffing guide for the housekeeping department. This must include the number of staff, estimated labor hours per week and the total estimated yearly payroll cost of the department.

4) Determine the par level of the various types of towels used by the resort and a type of detergent used by the laundry department.

5) Summarize the procedures for checking in a guest.

6) Prepare three types of forms or reports used by the front office department.

7) Discuss the content of a typical room in the hotel. This must cover the arrangement of the furniture, fixtures and equipment and the accessories and amenities found in the room.

8) Explain the cleaning function for the guestrooms and public areas. This includes the types of cleaning and the frequencies of the cleaning.

9) Discuss at least 3 contemporary innovations in the rooms division of 5 star resorts.

Your case study must be submitted in a report format. The report has a word limit of 4,000 words and must include a reference list using the 6th edition APA style.
The report must be submitted through OPAIC moodle's site. All report will be screened by turnitin for plagiarism. The report must be submitted on or before the due date. A 10% penalty will be imposed for each day the report is submitted late.

Rooms Division Management

Case study marking guide

1) Present and analyze the organization chart of your division.

Does the organization chart reflect a 250 room 5 resort? Does it at least cover the front office, housekeeping and laundry departments of the resort? Depth of analysis of the organization chart presented? Is there adequate explanation of the number of staff required in the division? Is there adequate explanation of the departments covered under the rooms division of the hotel?

2) Prepare the job description of the Front office manager, executive housekeeper, facility manager, front office receptionist and a room attendant.

Is job description provided for all 5 positions mentioned? Does each job description reflect the roles in a 5 star resort? Does each cover all duties for each position mentioned?

3) Develop the staffing guide for the housekeeping department. This must include the number of staff, estimated labor hours per week and the total estimated yearly payroll cost of the department.

Does the staffing guide for the housekeeping department reflect that of the organization chart presented in part 1? Do the estimated labor hours reflect that of a 150 room 5 star resort in a popular tourist destination? Is minimum hourly wage rate taken into consideration? Is holiday pay taken into consideration? Is the yearly payroll provided correct?

4) Determine the par level of the various types of towels used and a type of detergent used by the laundry department.

Is list of towels needed for this category of resort provided? Does the par level of the various types of towels reflect this category of resort? Is a type of laundry detergent given? Is the par level for this detergent determined?

5)Summarize the procedures for checking in a guest.

The check in procedures discussed must cover at least 5 steps. Is summary of the procedures precise and easily understood?

6) Prepare three types of forms or reports used by the front office department.

Have 3 reports or forms provided? Do they reflect the status or category of this resort? Do they contain all relevant information and yet easily understood by all staff?

7) Discuss the content of a typical room in the resort. This must cover the arrangement of the furniture, fixtures and equipment and the accessories and amenities found in the room.

Does discussion cover the arrangements of all furniture, fixtures, equipment, accessories and amenities found in a typical 5 star resort? What is the amount or depth of discussion on the rationale or the importance of having these arrangements?

8) Explain the cleaning function for the guestrooms and public areas. This includes the types of cleaning and the frequencies of the cleaning.

Were the various types of cleaning clearly mentioned? Was explanation provided for each type of cleaning including the processes and frequency of the function?

9)Discuss three contemporary innovations in the rooms division of 5 star resorts.

Were innovations properly and fully explained? Were innovations discussed appropriate for 5 star resorts? Were innovations discussed identified through proper research?

10)APA referencing.

Was there any proper in text citation when works of others are quoted or paraphrase? Does the referencing follow the style of the APA 6th edition?