Project 1 -

Part 1:

1. How can organisations in the travel, tourism and hospitality industries ensure they continue to deliver customer service that meets or exceeds the needs and expectations of their customers? (2-3 pages)

2. Based upon your plan to establish business relationships with suppliers/ producers, describe in 1-2 pages how you will conduct negotiations, taking into consideration any organisational goals. Describe the method of negotiations that you would use and outline the areas where you may need to source feedback and input from other colleagues and/or stakeholders. (Related with Hotel)

3. Develop a 1,500-2,000 word report that details how you intend to foster and maintain the business relationship, including how you would source and act upon information needed for relationship building. Ensure that you include in your answer how you intend to measure performance and make adjustments and amendments to future negotiations and contracts.

Part 2: Organisations should encourage their customers to complain.

Explain what this statement means, how it should be applied, why it should be applied and why a policy of encouraging customer complaints benefits organisations. (2 pages)

Part 3: Design a customer survey that could be administered to either internal or external customers. It should have at least twenty questions. Your survey will be designed to determine customer needs, wants and expectations and to determine whether the product/ service or bundle you offer meets those specifications. You should provide instructions for how it should be administered.

Project 2 -

Part 1: Write a report that outlines how you would implement performance monitoring and assessment in the workplace in order to provide guidance and support to staff.

Include reference to how you can:

• inform staff of expected standards
• ensure performance management is open and fair
• communicate with staff on performance and performance management issues
• provide recognition and rewards for achievements and outstanding performance
• identify the need for and organise training for staff improvement
• correctly record and file performance management records

Your report should contain a minimum of 800 words.

Part 2:

You are the general manager of a five star resort on a popular tropical island with a worldwide reputation for outstanding customer service.

Recently there have been several customer complaints about the service levels on the reception desk. Customers are reporting long wait times for transfers, a lack of knowledge about activities available on the island and several have left comment cards saying the attitude of the staff was poor.

The reception team has been working together for over six months with no issues. In the last month there have been two new staff members join the team, and the supervisor has left. You suspect that the two new staff members are part of the problem, plus the fact that there is no confident team leader.

Explain in 400 words how you would deal with this situation by answering the following questions:

1. How would you investigate the cause of the problem?

2. How can you use feedback and coaching to address the performance issues?

3. How would you ensure the staff members understood the issues and proposed solutions?

You have instigated the performance management steps described above, and there are still customer complaints filtering through. Provide a detailed description of the next steps you would take. (300 words)

Project 3 -

Write a 4 - 5 page paper explaining why hospitality enterprises need to draw up budgets.

In your paper address each of the following questions:

1. What types of budgets might be utilised and why are they necessary?

2. What information would be used to inform the budgets-both internal and external?

3. How might the different sections or personnel in an enterprise contribute to the budget?

4. How would you select the appropriate budgeting processes?

5. With whom might a draft budget be discussed and why?

6. Once the budget is fiinalised, to whom should it be communicated and why?

7. How, when and why should the budget be reviewed?

8. If the review shows that the budget is not achieving its intended objectives, what action might be taken?