Front Office Operations Management Customer Relationship Management CHANGE MANAGEMENT AND HR STRATEGIES Service quality Revenue …

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HND Assignment Brief
Session: February 2021
Programme title
Pearson BTEC HND Hospitality Management (RQF Level 5)
Unit number and title
27
Front Office Operations Management
Assignment number & title
1 of 1
Written coursework assignment
Assessor (s)
Dora Vulic
Issue Date
10 March 2021
Final assignment
submission deadline
07-12 June 2021
Late submission deadline
14-19 June 2021
The learners are required to follow the strict deadline set by the College
for submissions of assignments in accordance with the BTEC RQF level 4
– 5 submission guidelines and College policy on submissions.
Resubmission deadline
TBA
Remark and Feedback
In-class feedback will be available from formative assessment of the initial
submissions based on each learning outcome.
Final feedback will be available within 2 – 3 weeks of the assignment
submission date.
General
Guidelines
• The work you submit must be in your own words. If you use a quote or an
illustration from somewhere you must give the source.
• Include a list of references at the end of your document. You must give all
your sources of information.
• Make sure your work is clearly presented and that you use readily
understandable English.
• Wherever possible use a word processor and its “spell-checker”.
Internal verifier
David Boyd
Signature (IV of the
brief) *
Date
05/03/2021
Department of Tourism and Hospitality Page 7 of 7
ICON College of Technology and Management
BTEC Level 5 in Hospitality Management (RQF)
Unit 27: Front Office Operations Management (L5)
Session: February 2021
Assignment Context and Scenario
You are a Property Management consultant working with a leading hotel operator in the UK and you
are assigned to investigate the issues and trends in the Front Office operations, including the
application of technology and Revenue Management strategies by the hotel. By the end of the
project, you will need to submit a report to the senior management. Your report will focus on the key
areas as indicated by the following four learning outcomes: Recommended Word Count: 3,000
Learning Outcome 1: Evaluate the role of the Front Office department within various
accommodation organisations
Drawing on examples from different accommodation organisations, analyse the functions of front
office operations and assess how technology is used to enhance the guest experience. Effective
communication between the Front Office and other departments is crucial to successful operation of
the business. Evaluate the importance of interdepartmental communication between the front office
and other departments within the selected hotel and critically evaluate how the process of effective
communication between housekeeping and the front office ensure guest satisfaction.
Learning Outcome 2: Discuss the importance of managing the reservation process to ensure
maximisation of profit
Examine the role of reservation in front office operations and discuss the process for a range of
different accommodation organisations and analyse the role of the Internet plays within the
reservation process using a number of examples. Assess how important for the Front Office
Managers to forecast room availability and room revenue.
Apply and evaluate a range of yield (revenue) management techniques using a variety of scenarios
that Reservation Manager can use to maximise profit in your subject hotel and make valid and
justified recommendations to improve the role of the front office operations.
Learning Outcome 3: Analyse the guest experience journey within Front Office operations
An accommodation service customer normally passes through four stages of the guest experience
journey. Explain the role of front office operations during each stage and analyse how it can
optimise business performance and sales. Provide techniques and approaches as recommendation
with justifications to improve and enhance relationship with guests in each of the guest experience
journey. Appraise the benefits of digital technology and innovation and critically analyse its role in
enhancing the guest experience within your selected hotel.
Learning Outcome 4: Assess how Front Office operations manage the quality of service
delivery
Using your selected hotel or similar organisations, review how front office operations can enhance
the quality of service and discuss how this can be measured by applying the service quality model
such as SEQUEL. Evaluate how the role of FO operations can affect the quality of guest experience
and its implications on measuring service quality. Make valid and justified recommendations for
closing the gaps in quality service provision.
Department of Tourism and Hospitality Page 7 of 7
Relevant Information
1. Learning Outcomes and Assessment Criteria
Learning
Outcomes
Pass Criteria
Merit Criteria
Distinction
Criteria
Learning Outcome 1:
Evaluate the role of
the Front Office
department within
various
accommodation
organisations
P1 Analyse the functions of front
office operations within a range of
different accommodation
organisations
P2 Assess the ways front office
operations use technology to
enhance the guest experience
within a range of different
accommodation organisations
P3 Evaluate the importance of
interdepartmental communication
between the front office and the
various departments within a
specific accommodation
organisations
M1 Critically evaluate
the communication
process between
housekeeping and the
front office in ensuring
guest satisfaction
within a specific
accommodation
organisation
LO1 and LO2
D1 Make valid and
justified
recommendations to
improve the role of
the front office
operations in
maximising profit
within a specific
accommodation
organisation
Learning Outcome 2:
Discuss the
importance of
managing the
reservation process to
ensure maximisation
of profit
P4 Discuss the reservation
process for a range of different
accommodation organisations
P5 Assess the importance of
forecasting room availability and
room revenue for Front Office
Managers.
P6 Apply a range of yield
(revenue) management
techniques to a variety of
scenarios
M2 Analyse the role of
the Internet plays
within the reservation
process for a range of
different
accommodation
organisations
M3 Evaluate yield
management and the
techniques reservation
managers can use to
maximise profits for an
organisation
D2: Same as LO1
Learning Outcome 3:
Analyse the guest
experience journey
within Front Office
operations
P7 Analyse front office operations
during each of the four stages of
the guest experience journey and
how they can optimise business
performance and sales
P8 Appraise the benefits of digital
technology and innovation of
enhancing the guest experience
within a specific organisation
M4 Critically analyse
the role digital
technology and
innovation play in
enhancing guest
satisfaction at each
stage of the guest
experience journey for
a specific organisation
D2 Provide justified
recommendations for
improving the
relationship
management
process for front
office operations at
each stage of the
guest experience
journey for a specific
organisation
Learning Outcome 4:
Assess how Front
Office operations
manage the quality of
service delivery
P9 Review how front office
operations can enhance the
quality of service and how this
can be measured, applying the
service quality model
M5 Evaluate how the
quality of the guest
experience can be
affected by the role of
FO operations and the
implications this may
have upon measuring
service quality
D3 Make valid and
justified
recommendations for
closing the gaps in
quality service
provision
Department of Tourism and Hospitality Page 7 of 7
Preparation guidelines of the Coursework Document
a. All coursework must be word processed.
b. Document margins must not be more than 2.54 cm (1 inch) or less than 1.9cm (3/4 inch).
c. Font size must be within the range of 10 point to 14 point including the headings and body
text (preferred font size is 11).
d. Standard and commonly used type face such as Arial should be used.
e. All figures, graphs and tables must be numbered.
f. Material taken from external sources must be properly refereed and cited within the text
using Harvard standard
g. Do not use Wikipedia as a reference.
h. Word limit must be strictly followed.
3. Plagiarism and Collusion
Any act of plagiarism or collusion will be seriously dealt with according to the College regulations. In
this context the definition and scope of plagiarism and collusion are presented below:
Plagiarism is presenting somebody else’s work as your own. It includes copying information directly
from the Web or books without referencing the material; submitting joint coursework as an individual
effort.
Collusion is copying another student’s coursework; stealing coursework from another student and
submitting it as your own work.
Suspected plagiarism or collusion will be investigated and if found to have occurred will be dealt
with according to the college procedure. (For details on Plagiarism & Collusion please see the
student hand book)
4. Submission
a. Initial submission of coursework to the tutors is compulsory in each unit of the course.
b. Student must check their assignments on ICON VLE with plagiarism software Turnitin to
make sure the similarity index for their assignment stays within the College approved level. A
student can check the similarity index of their assignment three times in the Draft
Assignment submission point located in the home page of the ICON VLE.
c. All Final coursework must be submitted to the Final submission point into the unit (not to
the Tutor). A student would be allowed to submit only once and that is the final
submission.
d. Any computer files generated such as program code (software), graphic files that form part
of the coursework must be submitted as an attachment to the assignment with all
documentation.
e. Any portfolio for a unit must be submitted as a hardcopy to examination office.
f. The student must attach a tutor’s comment in between the cover page and the answer in the
case of Resubmission.
5. Good practice
a. Make backup of your work in different media (hard disk, memory stick etc.) to avoid distress
for loss or damage of your original copy.
6. Extension and Late Submission
a. If you need an extension for a valid reason, you must request one using an Exceptional
Extenuating Circumstances (EEC) form available from the College examination office and
ICON VLE. Please note that the lecturers do not have the authority to extend the coursework
deadlines and therefore do not ask them to award a coursework extension. The completed
Department of Tourism and Hospitality Page 7 of 7
form must be accompanied by evidence such as a medical certificate in the event of you
being sick.
b. Late submission will be accepted and marked according to the college procedure. It is noted
that late submission may not be graded for Merit and Distinction.
c. All Late coursework must be submitted to the Late submission point into the unit (not to
the Tutor). A student would be allowed to submit only once and that is the final
submission.
7. Submission deadlines: as above (page 1)
Submit to: Online to the ICON VLE only

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