Assessment 2: Case Studies in Hospitality Management

Assessment 2

Table of contents
Case study 1.....................................................................................................................................3
1. Describing the monitoring of the work hours of the driver and the efficiency involved............3
2. Showing the consultative process used to allow the procedures and system to be adjusted.......3
3. Listing the measures that could be taken to ensure functional clean vehicles and prevention of
hygiene issues..................................................................................................................................3
4. The delegation process of the new plan.......................................................................................4
5. The necessary of training.............................................................................................................4
6. Describing the day to day operations which would not be negatively affected with the
proposed changes.............................................................................................................................5
Case study 2.....................................................................................................................................5
1. The nature of complaint...............................................................................................................5
2. The procedure that should be followed to receive a complaint from Elena................................5
3. Standard operating procedure that can be used to investigate the complaint..............................6
4. The legal responsibility as a manager in the instance..................................................................6
Case study 3.....................................................................................................................................6
1. Systematic approach for areas to investigate...............................................................................6
2. Solution to the shortfalls..............................................................................................................7
3 The aspect to investigate in the food and service areas................................................................7
4. The staff who would be involved in the process.........................................................................7
Case study 4.....................................................................................................................................7
1. Providing suggestion for effective development implementation of system in each department
.........................................................................................................................................................7
2. The implication for the existing staff for overcoming the issues................................................7
Reference list...................................................................................................................................9

Case study 1
1. Describing the monitoring of the work hours of the driver and the efficiency involved
There was several problems that was associated with the Green tour excursion in which it was
seen that the vehicle ran out of fuel that resulted in 1 hour of shortfall of the trip. Due to this
reason the driver could fill the car fuel before the tour and keep it ready so that the monitoring of
the driver's work hour could be made efficient thereby adjusting with the problem (Stewart and
Brown 2019).
Moreover it was also seen that the air conditioning of the vehicle failed therefore the driver needs
to keep the vehicle checked before starting the tour with customers such that the customers are
satisfied with their tours (Lee et al. 2019).
2. Showing the consultative process used to allow the procedures and system to be adjusted
The consultative process that could be taken into consideration for allowing the procedures and
Systems to be adjusted such that the customers would not be affected with the timeframe given
to them for the tour are as follows-
The tour guide could make the necessary changes according to the feedback that they received
from the customers such as the problem of the air condition in the vehicle and the problem of
fuel deficiency and accordingly keep the vehicle check before hand and ensuring that the vehicle
has enough fuel to make the customers reach the destination on time (Yu et al. 2018).
At the same time the vehicle needs to be check with all the technical faults so that the customers
are satisfied with the journey and feel comfortable in the vehicle during their tour.
Moreover there should be a proper management of the vehicle checking and keeping the
necessary things ready for the customers to feel comfortable and enjoy their journey. For this a
person needs to be appointed who keep the records of the vehicle having proper amount of fuel
according to the kilometer it would be running and having all the technical faults resolved
(Lawes 2018).