Discuss hospitality management in monitoring work operations

Discuss hospitality management in monitoring work operations


Scenario 1

You are the manager at the Ocean view hotel. During the last 4 weeks the numbers of patrons during dinner service on Wednesdays to Fridays have doubled. Although this is good news for the operation, there have been associated with this a number of operational issues which need to be addressed swiftly to prevent bad publicity in social media and on trip advisor.

During the 4 week period the hotel had:

12 complaints related to delays in meal service

16 complaints relating to poor or average quality of meals.

A brief conversation with sous-chef and head chef have indicated that the access to and lack of capacity of some equipment are some of the main issues they are facing.

In front of-house (F&B) the same staff has been rostered on the periodic schedule as usual, and staff does not think there are any issues.

Question 1 Provide a systematic approach for areas you will investigate.

(List in order what steps you will take to investigate these complaints)

Q2 Provide solutions for the shortfalls (not enough) in equipment pointed out to you, given that the new budget is still 5 months away and major expenditure was just completed to finish the accommodation areas.

i.e. You have very little money to spend at the moment.

Q3 List the aspects (parts/areas) will you investigate in the food and beverage/service areas?

Q4 Provide details for the staff who will be involved in the process.

  • Job title and what they will need to do.

Scenario 2

About the hotel:You are working in the capacity of manager in a trendy inner city boutique hotel, featuring 45 rooms, a gym and wellness area, a 60 seat cafe -bistro, an 80 seat restaurant and seating for 50 customers in the mall.

About the cafe:The food and beverages are in line with using local produce and following trends, however you have noticed that due to the large number of part-time employment of students and, it seems, lack of direction from the departmental supervisors, products and services are always different. Not that there have been any substantial complaints, however beverages are presented differently at different times, food presentation varies and it looks portion sizes are not uniform, and the rooms are made up and arranged differently depending who is in charge and on duty, accordingly.

Note: think about our own cafe – Chapter one. It isn’t much different to the story above. Staff and menu change. Does this change the customers perceptions? Is there a way to guarantee success.

Question 1 Provide suggestions for a system that can be effectively developed and implemented for each department and explain in detail what this entails for each department. Your approach must include delegation at the appropriate levels.

Departments must include:

FOH Cafe

BOH Cafe

Additional Departments which may also influence the customers:

Front Desk



Questions to ask yourself:

What is wrong?

What can go wrong?

Which people are responsible for the changes?

What needs to be done to fix things and keep consistency within the business?

Q2 What are the implications for all existing staff as a result and how will you provide for overcoming these?

(Insert answers)


If a customer had complained, what steps must you take?

Note there should be three stages:


  • Initial customer response
    • formal complaint
    • informal complaint
  • Reporting process
  • Preventative process.

 Case Study 1

The partners who own Green Tour Excursions where you work as Duty Manager have decided to reappraise the operations of the Fraser Island Tours which operates 5 vehicles and drivers who also take on the role as tour guides.

The partners say there are too many potential legal issues and complaints from customers and as a result the bottom line of the business is suffering. They say the average turnover has decreased by 15 % and custom likely will be lost to other operators although comparative tours have the same cost for this day tour.

The itinerary (Agenda) which was in place for the current 1 day island wilderness trip included:

  • Central Station including Wanggoolba Creek boardwalk
  • Lake McKenzie – a swim in crystal clear waters and pristine white sands.
  • Seventy-Five Mile Beach
  • Eli Creek – swim or float in the clear waters
  • Maheno Shipwreck – take a photo stop at the rusting wreck of the Maheno washed ashore during an out-of-season cyclone in 1935
  • The Pinnacles Coloured Sands – learn of the Butchulla legends surrounding them.

Included in the cost:

  • National Park Fess
  • Morning Tea at a picnic ground
  • Picnic Lunch
  • Transfers from Hervey Bay Accommodation to ferry return.


The main issues which have been identified by the partners of Green Tour Excursions for the particular tour included:

    • On 3 out 10 tours the 4-wheel drive tourist vehicle ran out of fuel which resulted in a 1 hour shortfall of the trip on each occasion.
    • On 2 trips the air conditioning of the vehicle failed.
    • There were 18 complaints about poor hygiene relating to cups and cutlery used for morning tea and picnic lunch.
    • 12 customers have expressed concerns of being provided with food from eskis and service vessels provided from a plastic container.
    • 3 customers have complained about being served pastries from a card board box which must have been the packaging provided by our supplier.
    • There were 4 claims from customers who claimed they felt unwell or sick after consuming the BBQ picnic lunch which includes a small steak, sausages, 2 different salads and bread and butter.
    • There are increasingly complaints from drivers of the vehicles that their days are too long given that they are required to prepare their vehicles post and before each trip which could potentially breach WHS requirements and entitlements.
    • 12 customers have expressed concerns of being provided with food from eskis and service vessels provided from a plastic container.
    • There were 3 incidences during the past 2 months where customers had close encounters with venomous snakes in the toilet block located the picnic area used for stops.


You are required to investigate these issues and explore provisions to meet all legislative requirements.

Present your responses in report format suitable for presentation at a management meeting.


  1. Describe how you would monitor the work hours  of the driver/tour guide and the efficiency involved in those hours – this would also mean you need to identify relevant problems associated with adjusting staff levels to attain the requested improvement.
  2. upload a roster for the driver: start time, break, finish.


Question 2.

  • Show what consultative process (discussions / meetings) was used to allow for procedures and systems (including rosters new or amended service provisions) to be adjusted.
  • Show that in this area, quality assurances can be given so that customers will not be affected and indicate the time frame involved in your changes. (Note this could be done by writing up a Standard Operating Procedure outlining what needs to be done.)



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