Reference no: EM132240611

Assignment

1. "The City Ledger" Please respond to the following:

• Analyze the other city-ledger categories discussed in Chapter 11 and create a list of best practices for a hotel chain of your choice. (Be sure to briefly describe the chain in your response.)

• Analyze the mechanics of the entry and make at least one recommendation for improving the process. Please be as creative as you like.

2. In a hotel, the front desk is considered the heart of hotel operations. Generally, all hotel guests have some form of contact with the front desk whether they are booking a room, checking in / out, calling on the phone, registering complaints, and / or requesting information. An effective and efficiently operated front desk is very important to the financial success of a hotel.

For this assignment, you are going to conduct a research study on front desk operations and its impact on the financial success of the hotel

Write a five to six (5-6) page paper in which you:

1. Provide a brief history of how front desk operations have evolved over the last 25 years, including how tasks have changed, evolved, and / or disappeared.

2. Provide a step-by-step approach for front desk agents in taking a hotel room reservation for a guest. For each step, describe the actions required, necessary information collected, and the purpose of collecting this information. Finally, document a hypothetical script for a front desk agent to follow when taking a hotel room reservation for a guest (either over the phone or in person).

3. Discuss how technology has changed guest service and reservations for all hotel guests, and how lack of guest knowledge of technological changes can impact hotel operations and customer satisfaction.

4. Determine what roles the front desk plays in the safety of their guests and the procedures the front desk should follow in order to protect the hotel guests.

5. Determine the financial impact of front desk agents NOT effectively managing the billing and guest folio process in a hotel. Provide two (2) detailed examples of mismanagement of the billing and guest folio processes, and the impact on hotel finances.

6. Use at least three (3) quality references. Note: Wikipedia and other Websites do not quality as academic resources.

Your assignment must follow these formatting requirements:

• Include a cover page containing the title of the assignment, the student's name, the professor's name, the course title, and the date. The cover page and the reference page are not included in the required assignment page length.

The specific course learning outcomes associated with this assignment are:

• Design the guest services and processing of arrivals / rooming to improve the quality of hotel operations and enhance customer satisfaction.

• Develop procedures for handling guest complaints.

• Use technology and information resources to research issues in lodging operations management.

• Write clearly and concisely about issues in lodging operations management using proper writing mechanics.

3. "Training and Development" Please respond to the following:

• Suppose you are the owner of a restaurant in your local neighborhood. Outline a high-level training plan for your restaurant for both the front and back of the house. Your outline should include, but not be limited to, training topics, training frequency, certifications, and costs. Provide a rationale for your plan decisions.

4. In Assignment 1, you created your own restaurant. For Assignment 2, your hypothetical restaurant has recently opened. You will now create your operations plan.

Write a six to eight (6-8) page paper in which you:

1. Outline a food safety plan which utilizes the seven (7) basic steps of the Hazard Analysis of Critical Control Point (HACCP) system. Provide plan details that are specific to your restaurant's design / layout and menu selections.

2. Document food production procedures for three (3) menu items. These procedures should include receiving of ingredients, storage of ingredients, and production steps for making the final menu item.

3. Estimate food costs and food-cost percentage for three (3) menu items. Include a comparison of the restaurant's breakdown costs for the individual ingredients in each menu item, the specific costs to the restaurant to prepare each menu item, and the overall cost to the patron to purchase each menu item.

4. Prepare a plan for the staffing of your restaurant. Your staffing plan should include processes for recruitment, pre-employment testing, interviewing, and selection. Provide an example of the staffing process for one (1) management position and one (1) server position.

5. Use at least three (3) quality references.

The specific course learning outcomes associated with this assignment are:

6. Develop procedures and policies for managing the various functions and operational areas within a restaurant.

7. Develop budgets and control programs to effectively operate a food service facility / restaurant, provide quality customer service, and ensure food safety.

8. Describe the basic legal obligations and actions to minimize the potential operational liabilities within the restaurant industry.

5 "Storage Management and Security" Please respond to the following:

• Select a restaurant with which you are familiar and determine the most likely storage management challenge that restaurant would face, along with how you believe the restaurant addresses that challenge.

• For the same restaurant, determine the most likely security challenge it faces in the purchasing function, along with how you believe the restaurant addresses that challenge.