Lodging and Facilities Management - Report Writing - Management Assignment Help

Assignment Task

Module Learning Outcomes

1. Examine the operational challenges faced by managers in hospitality/ tourism operations with specific reference to the functions of lodging management
2. Recognise the inter-relationship of functional areas of the operation in delivering quality customer centric services
3. Analyse and articulate current operational challenges and issues, synthesise material and generate ideas/ solutions to a complex case study

ASSIGNMENT TASK:

You will be allocated a lodging operation in the Birmingham (UK) area to analyse and produce a formal report that includes a number of evaluative and reporting tasks. Guidance is given for approximate word counts only for each section, and while these may not add up to 4,000 words, they can be used for guidance. Words used in figures, charts, tables and your final list of references are not included in your overall word count. A marking scheme for the report appears in ‘Task Guidance’ and your report should be structured in the following way:

1. A title page followed by a list of contents
2. An introduction (up to 200 words) - introduce the lodging operation you have been allocated and identify its market position and target markets

3. Part one – Monitoring hotel room prices and evaluating approaches to room pricing. Using the operation’s own web site and one 3rd party site, you will monitor the price for a specific room type (such as a standard double or twin, for example) and with reference to recommended texts and journal research, will provide reasons for why room prices change (or do not for some reason) over time

a) Start monitoring the price on Friday 11th March for an arrival date of Friday 1st April (your arrival date). Always using the room type you have selected, record the room price for the arrival date - this date (the 1stApril) does not change, and you gradually get closer to it as you monitor the price daily, preferably around the same time each day. If your room has different prices, such as with or without breakfast or advance payment, then select only one option and stick with it.

Check and record the price every day using both websites, remembering that the arrival date does not change - you are monitoring to see if the price changes for the room on the arrival date as that date gets closer. Remember, always check the price for the same room type AND same arrival date only.

b) In addition to monitoring the price of your selected room for the fixed date (1st April), also check and note the price for the same room as if you were arriving on each day that you were checking the price. For example, if today is March 11th, you now also check and note the room price for arrival on March 11th and April 1st - you will do this over the 3-week period

Plot the prices for (a) and (b) on two separate column charts. If the room you have selected is not available on either the hotel or 3rd party websites on any date then record the price as zero pounds.

c) Supporting what you are saying with academic module resources, provide reasons (around 800 words) that could explain why the price and availability of rooms may (or may not) change over time (exercise in ‘a’) and for different days of the week (exercise in ‘b’). Use the data that you collected as a source of examples to further support your discussion and link your discussion to the hotel where possible

4. Part two – Distribution channels. Critically evaluate and justify the range of online distribution channels used by your lodging operation but do not include the hotel’s own web site

a) Create a table listing the online distribution channels used by your lodging operation

b) Use reliable module-based sources to explain why lodging operations use online distribution channels (around 500 words) and applying this, where possible, to the one you are evaluating

5. Part three – Analysing customer feedback. Investigate and analyse online feedback (perhaps on TripAdvisor) about the operation. It is suggested that you find and analyse around 30 postings

a) You must categorise feedback responses that you review, such as service experiences, facilities, maintenance or cleanliness, location but do not include comments about food and beverage that are included in postings. Using these categories, present a summary of feedback posts in a table where you show negative and positive comment, illustrating how often the category is mentioned either positively or negatively. Remember to group feedback into categories and say how many times (the frequency) a comment fits that category. Do not forget that, particularly in negative posts, some feedback may consist of a variety of comments that can be included in different categories

b) Briefly use your own words to comment (around 300 words) on what you found – is there a category, for example, that was quite clearly more frequently mentioned. You can include quotes from a few postings to illustrate the range of comments within a problematic category

c) Select one negative category highlighted by a particular comment, perhaps, and evaluate why the application of specific performance objectives could reduce the likelihood of a poor guest experience (around 1000 words).

6. Part four - Investigate and analyse the lodging accommodation.

Using both academic journal articles and suitable texts, evaluate the impact of a range of factors on the effectiveness and efficiency of room attendants in delivering high levels of customer satisfaction (around 1200 words)

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