Assignment guideline

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.

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

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.

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.

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.

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

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.

For example: Gain five new customers and increase gross sales to $ 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.

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

An Organisational Chart

Room Division Manager Guest Relations Manager Guest Service Coordinators Front Office Manager Assistant Manager Senior Receptionist Receptionists Reservation Manager Reservation Officers Telephone Operators Room Division Organisational Chart

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.

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)

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

· 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 Front Office Functions

Job description (manager) and staff