Assignment guideline

1. Assignment guideline

2. What Is an Operational Plan? • It defines how you will operate in practice to implement your action and monitoring plans – what your capacity needs are, how you will engage resources, how you will deal with risks, and how you will ensure sustainability of the project’s achievements.

3. Assignment guideline • Introduction • Executive summary of your hotel • The type and grade of business • (Type=hotel, café, restaurant, etc. Grade= 1,2,3,4,5 star, no star rating) • The size and location of business • The main customer market. (International tourists, local customers, old, young etc. • Staff organisation chart and staff establishment • The description of the function of your particular department within the organisation

4. Mission statement • We provide our guests with the ultimate five star camping experience. This is an eco- • tourism adventure with first class service in a sublime environment.

5. Setting objectives • An important part of this whole process is setting objectives. There are a few guidelines to • help you set clear, useful objectives. An easy way to remember these guidelines is with the • acronym “SMART”: • • SPECIFIC: describes precise, specific actions that will be carried out.

6. • MEASURABLE: actions must be able to be measured, and therefore must be • observable. • • ATTAINABLE: set realistic objectives for the time, resources, level of knowledge, • etc.

7. RELEVANT: relevant to the organisation’s strategies. • • TIME/RESOURCE CONSTRAINED: set within relevant timeframes or boundaries.

8. Objectives • • To achieve a profit margin of 5% by the end of the financial year. • • To employ five full-time qualified tour guides with local knowledge by June 30. • • To achieve a customer satisfaction rating of 9.2 on average.

9. For example: • • Gain five new customers and increase gross sales to $20 000 by 1 July 2011, within an • expense budget of $1000. • • Conduct a survey of all customers evaluating the service they receive from us by 30 • September 2011.

10. • Improve customer retention by 20% by March 2012. • • Increase local clientele bookings of accommodation to 15% of overall bookings by July 2012

11. An Organisational Chart

12. Room Division Organisational Chart

13. Front Office • The most visible department in the hotel. • Front office staff have more contact with guests. • Front office the focal point of activities and prominently located in the hotel’s lobby. • Front office serves as the control centre for guest requests and complaints. • It plays a role as an emergency operational place.

14. Front office positions • Typical functions and positions under the Rooms Division Department: • Front Desk receptionist: Registers guests, and maintains room availability information • Cashier: Closes guest folios, and properly checks out guests • Night Auditor: Perform auditing, and prepares daily reports to management (ex: Occupancy Report and Revenue Report)

15. continued • Telephone Operator: Manages the Switchboard and coordinates Wake-up Calls • Reservation Agent: Responds to Reservation Requests and creates Reservation Records • Concierge: Handles Guest Luggage, escorts Guests to their Rooms, and assists guests for any bit of information requested

16. Front Office Functions • · Sell guestrooms • Assign guestrooms • · Register guests • · Coordinate guest services/handle complaints • Provide information • · Track room status information • · Monitor guest accounts/credit • · Produce guest account statements • · Complete financial settlement

17. Job description • (manager) and staff