Green Tour Excursions Case Study - Elena Case Study - Business Assignment Help

Assignment Task :

Assessment 1 - Case study  
The stage 5 outlines specify the week this assessment is due. The specific dates and time for assessment submission are advised on Moodle announcement for the unit.
Read the following case studies and address each question and/or task for each case study.

Case Study 1
The partners who own Green Tour Excursions where you work as Duty Manager have decided to reappraise the operations of the Fraser Island Tours which operates 5 vehicles and drivers who also take on the role as tour guides.
The partners say there are too many potential legal issues and complaints from customers and as a result the bottom line of the business is suffering. They say the average turnover has decreased by 15 % and custom likely will be lost to other operators although comparative tours have the same cost for this day tour.

The itinerary which was in place for the current 1-day island wilderness trip included:

• Central Station including Wanggoolba Creek boardwalk
• Lake McKenzie – a swim in crystal clear waters and pristine white sands.
• Seventy-Five Mile Beach
• Eli Creek – swim or float in the clear waters
• Maheno Shipwreck - take a photo stop at the rusting wreck of the Maheno washed ashore during an out-of-season cyclone in 1935
• The Pinnacles Coloured Sands – learn of the Burchell legends surrounding them. 

You are required to investigate these issues and explore provisions to meet all legislative requirements. Present your responses in report format suitable for presentation at a management meeting. Each scenario report must be at least 500 words)

1. Describe how you would monitor the work hours of the driver/tour guide and the efficiency involved in those hours – this would also mean you need to identify relevant problems associated with adjusting staff levels to attain the requested improvement
2. Show what consultative process was used to allow for procedures and systems (including rosters new or amended service provisions) to be adjusted. Show that in this area, quality assurances can be given so that customers will not be affected and indicate the time frame involved in your changes
3. List the measures taken to ensure functional clean vehicles, and prevention of hygiene issues
4. In your new plan, you must show the delegation process that will be involved. Will you need new job specifications to be written? If so, how many?
5. Will training be necessary to accommodate the new jobs if this is the option you recommend the owners to take? Estimate a budget for retraining should it be necessary
6. Describe how day-to-day operations will not be negatively affected with your proposed changes

Case Study 2
Elena, the front office clerk has asked you for an urgent appointment to see you. On arrival to the meeting, Elena explains to you that her supervisor in front office frequently makes silent offensive remarks and has stalked her on multiple occasions after work. It also seems that he rosters her for the same shifts when he is rostered on.
 
1. What appears to be the nature of complaint here?
2. Which procedure should be followed to receive a complaint like the one from Elena?
3. Write a standard operating procedure that can be used to investigate a complaint, including actions for e.g. EEO and sexual harassment matters.
4. Which legal responsibilities do have in your capacity as a manger in this instance? 

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