Reference no: EM132294613

Instructions

Record your critical observations, thoughts and reflections on the experience of working with your host employer and in the hospitality industry in general. In addition to your Reflective Practice, Report 4 analyses the systems that enable management to make decisions and how they are measured. All organisations use various systems to measure their performance. For instance, Hilton Hotels regularly use a Service And Loyalty Tracking system (SALT), sending guests an email survey to find out the satisfaction of the person during their stay. Hilton only count 9's or 10's as passing scores, thus any survey returned with an 8 or below is considered failing or "zero" in that area. Scores from these surveys are then used by the leadership group to measure areas such as satisfaction, performance and loyalty. All departments have to react to these surveys on a regular basis.

Task and Presentation

Length: 2500 words

Report 4 should be based on the following structure (or similar):
• Cover/Title Page
• Executive Summary - concise summary of main findings
• Table of Contents
• Introduction - Background to the Report and how you're going to address the assessment task (methodology) i.e. what you did and how you did it. A literature review can also be another useful section following the Introduction. This should relate to themes relevant to the assessment task (such as management systems).
• Body: make a connection between your observations and experience and the skills and knowledge gained in previous study in the MIHM.
o Part 1) Reflective Practice - key work related activities undertaken since last report e.g.:
» People consulted in relation to your placement (internal and external); reflection on your placement, goals and activities; reflection on any relevant operational and/or management activities; interpersonal or communication activities etc.
» Critical analysis of the above, any challenges faced and how they've been addressed.
» Future plans of activity.
o Part 2) Focus of Report: identify the systems that enable management to make decisions and how they are measured:
» What kind of system has your hotel/restaurant? How is it used? Is it a useful tool? If they don't use one what would you suggest? For example, how are the following measured in your organisation:
» Customer Satisfaction
» Staff Satisfaction
» Financial performance
» Environmental performance
» Risk
• Conclusion - summary of the most significant information/results/findings. You should not include any new material in this section. Sometimes you could indicate some areas where your research has limits or barriers or where further research would be useful.
• Recommendations - this includes suggestions for what needs to be done as a result of your findings. Recommendations are usually listed in order of priority.
• References - Harvard style in alphabetical order.
• Appendices - information that is not essential to explain your findings, but that supports your analysis (especially repetitive or lengthy information), validates your conclusions or pursues a related point.

Assessment Criteria

1. Relevance of the content to the task

2. Application of theory from MIHM to industry situations and applications

3. Constructive critical analysis, observation and reflection

4. Clear and effective communication - written, verbal and visual

5. Business style reporting - legible, audible, articulate, engaging and well presented, adhering to guidelines and checked for spelling, punctuation and grammar.

6. Acknowledgement of all sources of information and other materials, appropriately referenced

7. Insight, philosophical implications and originality

8. Evidence of independent research of the topic