Front Office Operations Management | My Assignment Tutor

Department of Tourism and Hospitality Page 1 of 7 HND Assignment BriefSession: February 2021Programme titlePearson BTEC HND Hospitality Management (RQF Level 5)Unit number and title27Front Office Operations ManagementAssignment number & title1 of 1Written coursework assignmentAssessor (s)Dora VulicIssue Date10 March 2021Final assignmentsubmission deadline07-12 June 2021Late submission deadline14-19 June 2021The learners are required to follow the strict deadline set by the Collegefor submissions of assignments in accordance with the BTEC RQF level 4– 5 submission guidelines and College policy on submissions.Resubmission deadlineTBARemark and FeedbackIn-class feedback will be available from formative assessment of the initialsubmissions based on each learning outcome.Final feedback will be available within 2 – 3 weeks of the assignmentsubmission date. GeneralGuidelines• The work you submit must be in your own words. If you use a quote or anillustration from somewhere you must give the source.• Include a list of references at the end of your document. You must give allyour sources of information.• Make sure your work is clearly presented and that you use readilyunderstandable English.• Wherever possible use a word processor and its “spell-checker”. Internal verifierDavid BoydSignature (IV of thebrief) *Date05/03/2021 Department of Tourism and Hospitality Page 7 of 7ICON College of Technology and ManagementBTEC Level 5 in Hospitality Management (RQF)Unit 27: Front Office Operations Management (L5)Session: February 2021Assignment Context and ScenarioYou are a Property Management consultant working with a leading hotel operator in the UK and youare assigned to investigate the issues and trends in the Front Office operations, including theapplication of technology and Revenue Management strategies by the hotel. By the end of theproject, you will need to submit a report to the senior management. Your report will focus on the keyareas as indicated by the following four learning outcomes: Recommended Word Count: 3,000Learning Outcome 1: Evaluate the role of the Front Office department within variousaccommodation organisationsDrawing on examples from different accommodation organisations, analyse the functions of frontoffice operations and assess how technology is used to enhance the guest experience. Effectivecommunication between the Front Office and other departments is crucial to successful operation ofthe business. Evaluate the importance of interdepartmental communication between the front officeand other departments within the selected hotel and critically evaluate how the process of effectivecommunication between housekeeping and the front office ensure guest satisfaction.Learning Outcome 2: Discuss the importance of managing the reservation process to ensuremaximisation of profitExamine the role of reservation in front office operations and discuss the process for a range ofdifferent accommodation organisations and analyse the role of the Internet plays within thereservation process using a number of examples. Assess how important for the Front OfficeManagers to forecast room availability and room revenue.Apply and evaluate a range of yield (revenue) management techniques using a variety of scenariosthat Reservation Manager can use to maximise profit in your subject hotel and make valid andjustified recommendations to improve the role of the front office operations.Learning Outcome 3: Analyse the guest experience journey within Front Office operationsAn accommodation service customer normally passes through four stages of the guest experiencejourney. Explain the role of front office operations during each stage and analyse how it canoptimise business performance and sales. Provide techniques and approaches as recommendationwith justifications to improve and enhance relationship with guests in each of the guest experiencejourney. Appraise the benefits of digital technology and innovation and critically analyse its role inenhancing the guest experience within your selected hotel.Learning Outcome 4: Assess how Front Office operations manage the quality of servicedeliveryUsing your selected hotel or similar organisations, review how front office operations can enhancethe quality of service and discuss how this can be measured by applying the service quality modelsuch as SEQUEL. Evaluate how the role of FO operations can affect the quality of guest experienceand its implications on measuring service quality. Make valid and justified recommendations forclosing the gaps in quality service provision.Department of Tourism and Hospitality Page 7 of 7Relevant Information1. Learning Outcomes and Assessment Criteria LearningOutcomesPass CriteriaMerit CriteriaDistinctionCriteriaLearning Outcome 1:Evaluate the role ofthe Front Officedepartment withinvariousaccommodationorganisationsP1 Analyse the functions of frontoffice operations within a range ofdifferent accommodationorganisationsP2 Assess the ways front officeoperations use technology toenhance the guest experiencewithin a range of differentaccommodation organisationsP3 Evaluate the importance ofinterdepartmental communicationbetween the front office and thevarious departments within aspecific accommodationorganisationsM1 Critically evaluatethe communicationprocess betweenhousekeeping and thefront office in ensuringguest satisfactionwithin a specificaccommodationorganisationLO1 and LO2D1 Make valid andjustifiedrecommendations toimprove the role ofthe front officeoperations inmaximising profitwithin a specificaccommodationorganisationLearning Outcome 2:Discuss theimportance ofmanaging thereservation process toensure maximisationof profitP4 Discuss the reservationprocess for a range of differentaccommodation organisationsP5 Assess the importance offorecasting room availability androom revenue for Front OfficeManagers.P6 Apply a range of yield(revenue) managementtechniques to a variety ofscenariosM2 Analyse the role ofthe Internet playswithin the reservationprocess for a range ofdifferentaccommodationorganisationsM3 Evaluate yieldmanagement and thetechniques reservationmanagers can use tomaximise profits for anorganisationD2: Same as LO1Learning Outcome 3:Analyse the guestexperience journeywithin Front OfficeoperationsP7 Analyse front office operationsduring each of the four stages ofthe guest experience journey andhow they can optimise businessperformance and salesP8 Appraise the benefits of digitaltechnology and innovation ofenhancing the guest experiencewithin a specific organisationM4 Critically analysethe role digitaltechnology andinnovation play inenhancing guestsatisfaction at eachstage of the guestexperience journey fora specific organisationD2 Provide justifiedrecommendations forimproving therelationshipmanagementprocess for frontoffice operations ateach stage of theguest experiencejourney for a specificorganisationLearning Outcome 4:Assess how FrontOffice operationsmanage the quality ofservice deliveryP9 Review how front officeoperations can enhance thequality of service and how thiscan be measured, applying theservice quality modelM5 Evaluate how thequality of the guestexperience can beaffected by the role ofFO operations and theimplications this mayhave upon measuringservice qualityD3 Make valid andjustifiedrecommendations forclosing the gaps inquality serviceprovision Department of Tourism and Hospitality Page 7 of 7Preparation guidelines of the Coursework Documenta. All coursework must be word processed.b. Document margins must not be more than 2.54 cm (1 inch) or less than 1.9cm (3/4 inch).c. Font size must be within the range of 10 point to 14 point including the headings and bodytext (preferred font size is 11).d. Standard and commonly used type face such as Arial should be used.e. All figures, graphs and tables must be numbered.f. Material taken from external sources must be properly refereed and cited within the textusing Harvard standardg. Do not use Wikipedia as a reference.h. Word limit must be strictly followed.3. Plagiarism and CollusionAny act of plagiarism or collusion will be seriously dealt with according to the College regulations. Inthis context the definition and scope of plagiarism and collusion are presented below:Plagiarism is presenting somebody else’s work as your own. It includes copying information directlyfrom the Web or books without referencing the material; submitting joint coursework as an individualeffort.Collusion is copying another student’s coursework; stealing coursework from another student andsubmitting it as your own work.Suspected plagiarism or collusion will be investigated and if found to have occurred will be dealtwith according to the college procedure. (For details on Plagiarism & Collusion please see thestudent hand book)4. Submissiona. Initial submission of coursework to the tutors is compulsory in each unit of the course.b. Student must check their assignments on ICON VLE with plagiarism software Turnitin tomake sure the similarity index for their assignment stays within the College approved level. Astudent can check the similarity index of their assignment three times in the DraftAssignment submission point located in the home page of the ICON VLE.c. All Final coursework must be submitted to the Final submission point into the unit (not tothe Tutor). A student would be allowed to submit only once and that is the finalsubmission.d. Any computer files generated such as program code (software), graphic files that form partof the coursework must be submitted as an attachment to the assignment with alldocumentation.e. Any portfolio for a unit must be submitted as a hardcopy to examination office.f. The student must attach a tutor’s comment in between the cover page and the answer in thecase of Resubmission.5. Good practicea. Make backup of your work in different media (hard disk, memory stick etc.) to avoid distressfor loss or damage of your original copy.6. Extension and Late Submissiona. If you need an extension for a valid reason, you must request one using an ExceptionalExtenuating Circumstances (EEC) form available from the College examination office andICON VLE. Please note that the lecturers do not have the authority to extend the courseworkdeadlines and therefore do not ask them to award a coursework extension. The completedDepartment of Tourism and Hospitality Page 7 of 7form must be accompanied by evidence such as a medical certificate in the event of youbeing sick.b. Late submission will be accepted and marked according to the college procedure. It is notedthat late submission may not be graded for Merit and Distinction.c. All Late coursework must be submitted to the Late submission point into the unit (not tothe Tutor). A student would be allowed to submit only once and that is the finalsubmission.7. Submission deadlines: as above (page 1)Submit to: Online to the ICON VLE only