Reference no: EM133166785
Part A: Planning and organising workflow
Form a management team with 3 or 4 of your colleagues. Before you commence, you will need to make up some of the details about the situation such as the name and location of the hotel, the nature and nationality of the international visitor etc.
1.Meet with your team to establish and finalise the itinerary for the 3 days. It will include:
- Breakfast on each day
- The Presidential Dinner
- Lunch in the dining room available on request
- Room service on request
- One tour of local attractions
2. Plan and organise workflow for the team operation for these 3 days.
You need to work with the management team to plan the workflow including an itinerary for the 3 days.
The workflow plan should allocate tasks to each person in your staff, including catering and housekeeping and events staff. In doing your plan, you need to:
- Assess current workloads, and schedule work to maximise efficiency and customer service quality within budget constraints.
- Delegate work according to principles of delegation.
- Assess the workflow and progress against the agreed objectives and timelines.
- Advise management in the other sections regarding staffing needs.
Include in your workflow plan, strategies to address at least four of the following contingencies:
- delays and time difficulties
- difficult customer service situations
- equipment breakdown or technical failure
- financial resources
- staffing levels and skill profiles
- rostering requirements
- staff performance
- procedural requirements
- product development and marketing
Describe what might go wrong, and how you will address it if it does.
4. Develop a strategy to monitor and respond to team-based operational and service issues during the three days
Describe in your plan how you will assist colleagues in prioritising workload through supportive feedback and coaching.
5. Complete each of the following organisational records for the above operation or activity:
- Description of the job you expect the staff to do.
- performance reports - what you expect of the team when they are operating during the visit in terms of quality customer service
6. Share your expectations to the team in the form of a ten minute briefing. During the meeting, challenge discusses and test ideas within the team in a positive and collaborative way.
7. Describe how you will monitor team and individual performance against agreed goals and objectives.
8. Describe how you will monitor efficiency and service levels through close contact with day-to-day operations.
9.Describe how you will provide feedback, coaching and support to team members.