SITXMGT001 Work Operations: Monitoring Report - Apex Institute

This report assesses the work operations of the International Hotel Group, focusing on efficiency, service quality, and areas for improvement. It covers feedback analysis, workplace operations' impact on organizational goals, quality problems, benefits of modern technologies, industry trends, and sustainability opportunities. The report includes a workflow program, employee roster, work priorities, and a request for additional staff. Furthermore, it addresses staff performance, delegate experiences, and the importance of multicultural understanding within the organization. The report concludes with recommendations for problem resolution, staff management, service discrepancies, and equipment procurement to enhance overall organizational performance. Desklib is the perfect platform for students seeking similar solved assignments and study resources.

Running head: MONITOR WORK OPERATION
Monitor Work Operation
Name of the Student
Name of the University
Author Note

1MONITOR WORK OPERATION
Table of Contents
Part One:..........................................................................................................................................2
Task One:.........................................................................................................................................2
Part Two:.........................................................................................................................................4
Task One:.........................................................................................................................................4
Part Three:.......................................................................................................................................7
Task One:.........................................................................................................................................7
Part Four:.........................................................................................................................................9
Task One:.........................................................................................................................................9

2MONITOR WORK OPERATION
Part One:
Task One:
Part A:
ii) Feedback to the Management about efficiency level of the Service:
This is to notify to the management that as per the given feedback, maximum number of the
consumers is satisfied with the service of the hotels. They have enjoyed the service and the stay
in the hotel and they have confirmed to recommend the name to others as well, which is highly
beneficial for the organizational growth. Due to high quality service the rate of losing consumers
and visitors complaints are also very low. Thus, it can be understood that service quality of the
organization is highly efficient.
iii) Importance of Workplace Operation in Achieving Organizational Goal:
Workplace operations play major role in the organizational development and in achieving the
organizational goal. As per the given case study, it can be noticed that as the internal operations
of the organization are functioning properly, it has helped the organization to meet the
satisfaction level of the consumers, which has helped the organization meet their target to
achieve the leading position in the industry. Otherwise, it will not be possible for the
organization to make its mark in the industry, which is harmful for the organizational goal.
iv) Quality Problems that need to be addressed:
However, there are some issues that need to be addressed by the authority of the International
Hotel Group that are as follows:

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 The organization takes long time to respond to any booking, which is not suitable for
an efficient organizational process, as clients will not wait for the response of the
organization.
 The organizational authority often fails to implement and adopt modern techniques
within the organization that may affect the organization in negative manner.
 Some policies of the organization need to be modified, such as- minimum 2 nights
policy, restrictions in room accommodation and so on.
v) Benefits of Modern Technologies:
Modern technologies have made the life of people easier than earlier. Thus, International Hotel
Group can also use modern techniques to provide better service to their consumers. They can
respond instantly to the booking application of the consumers by using modern applications.
Moreover, they can offer the opportunity to the consumers to choose their favorite room and spot
in the hotel through modern technologies. It will be helpful for the organizational growth.
vi) Industry Trend:
Hotel industry is growing high day by day by adopting modern techniques and increasing the
efficiency level. Thus, in this scenario International Hotel Group also maintain its competitive
advantage according to the market trend. They can associate with travel planning companies that
take the responsibility of planning the entire holiday of their consumers. Partnership with these
companies will help the organization to reach to its target market and convey their message to
them.
vii) Opportunities to improve Sustainability in Organization:

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In order to maintain the sustainability in day to day operation and to build a good image in front
of the client and society, the organizational management can reduce the carbon emission in their
activity and they can increase the use of solar energy within the organization. It will improve the
sustainability.
Part B:
After the meeting, it can be understood that although the organization is performing very
well and the feedback of maximum consumer is positive about the service quality, there are some
issues that can be harmful for the organizational growth. Thus, in order to overcome these issues,
the organizational management must pay close attention to the recent market trend and adopt the
modern technologies that will stimulate its organizational functions. Otherwise, the
organizational authority will not be able to compete with the rival companies.
The organizational management must adopt innovative methods to offer their services to
the consumers, it will increase their efficiency level, as now a days nobody wait for 48 hours for
the response from the hotel. These issues must be considered by the management of International
hotel group and resolve these issues before the event of AFMS.
Part Two:
Task One:
b) Work flow:
Days Program

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Day One Inauguration of the program, the speech of the AMF’s secretary and introduction
of all the leaders and their speech
Day Two Lunch and discussion about various cultures and their origin
Day Three Discussion about various cultural music and other forms of art.
Day Four The speech of political leaders
Day Five The speech of two scholars
Day Six Debate between students of local colleges about cultural diversity in workplace,
schools and colleges
Day Seven Carnival Night (cultural music, dance, food and drink)
c) Employee Roaster:
Team Roaster
Staff
Member
10.6.16 11.6.16 12.6.16 13.6.16 14.6.16 15.6.16 16.6.16
Nick Morning Afternoon Night Off Morning Night Afternoon
Jonas Night Off Morning Afternoon Morning Night Afternoon
Adams Afternoon Morning Afternoon Night Off Morning Night
Jack Off Morning Night Afternoon Morning Night Afternoon
Jay Morning Night Off Morning Afternoon Night Afternoon
Cherry Night Off Morning Afternoon Night Afternoon Morning
Jeff Afternoon Night Off Morning Afternoon Morning Night
d) List of Work Priority:

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 Receive all the delegates from the entrance.
 Provide them the key of their room.
 Serve food and drinks to their rooms according to their preference.
 Receive them from the room and lead them towards the event hall.
 After the end of the program, offer food and drinks to them.
 Organize the seating arrangements in the event venue.
 Decoration and light of the hall.
 Look after the medical need of all the guests.
 Look after the safety of the guests.
 At the end of the event help the guest to check out from the hotel room.
e) Letter to the Management:
To
The Management
International Hotel Group
Sub- Request for Additional Staff
Sir,
This is to draw your kind attention that Australian Multicultural Foundation, Sydney is
going to organize a cultural event in your hotel, which will be started from 10th June, 2016 and
will last till 16th June, 2016. Twenty delegates from different cultural background and huge
number of scholar and other respective people will be attending this event.

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Thus, being a responsible executive, I want to request you to provide some additional staff
during the previously mentioned period, so the event can be organized smoothly, because there is
a lack of experienced staff that can extend their support during this event.
I will be grateful to you if you will consider my request and do the needful.
Thanking you Yours’ Faithfully
Rick Adams
5.5.16
Part Three:
Task One:
b) Staff File Note
Employee Name: Richard Jack
Designation: Supervisor
Date: 12.6.16
Mr. Jack, I have gathered some information about employee management of this organization
recently. Then I have come to know about a fact that will not be appreciated by anyone and
harmful for your career growth as well. Mr. Jack as you know the success of any organization is
dependent on its team work and its employees. Thus, being a responsible team leader of the
organization, I will expect you to respect your team members and encourage them for better
performance, as their effective performance will influence your performance in a positive

8MONITOR WORK OPERATION
manner as well. Thus, please maintain a healthy environment within the workplace and respect
each other.
Rick Adams
Programming Head
c) Meeting Minutes:
Meeting Venue: International Hotel Group
Date: 12.6.16
i) Performance of Employees: The performance of the employees is very much
efficient. We are grateful that every employee has put their best foot forward for us to
make this event a successful one. However, there are some small issues that have
been faced, like absenteeism of some employees and conflict between some
employees due to cultural barrier and language gap. There is a need of training for
new employees as well.
ii) Experience of the Delegates: Delegates are also overall happy and satisfied with the
service quality of the organization. However, the employees must be aware that their
conflict may not put any impact on their performance quality, as some delegates have
claimed that they are not offered and served food at the right time.
iii) Ideas about Multicultural Organization: It is important for the every employee of
the organization to know that being a multicultural organization, it is important for
them to overcome the cultural barriers while working with others, as they need to
work as a team for the organization. They must communicate more with their fellow

9MONITOR WORK OPERATION
workers and build a friendly bonding with them. It will put a positive impact on their
as well as organizational performance. At the same time, they must appreciate the
hard work of other team members to motivate them. It will bring peace and stability
in the organization.
Part Four:
Task One:
Part A:
The recently help event has been proved as an eye opener for the International Hotel
Group, as it has helped us to understand many loopholes of the organizational structure, which
was earlier unidentified. Some key problems of the organization are: cultural barrier,
communication gap, lack of experience among the fresher employees and so on. Some
recommendations for the improvement of the organizational performance has been mentioned
below. They are as follows:
i) Problem Identification and Resolutions: These issues must be addressed by the
authority of the organization soon. Various fun games and discussion sessions will be
organized, as through these processes employees will get to know each other properly
and understand each other. Moreover, training sessions will be conducted for every
employee of the organization to teach them modern techniques of the industry.
ii) Managing with Inadequate Staff: In order to manage with inadequate staff, it is
important to teach the staff members all the techniques to meet the satisfaction level

10MONITOR WORK OPERATION
of the consumers. Moreover, some bonus and incentives can be provided to the staff
members for over-time and over-loaded work.
iii) Managing Poor Staff Performance: In order to manage the poor performance of
staff, training session can be the only solution. It is not possible to hire experienced
employees over night. Thus, we must train the existing staff, so they can improve
their performance.
iv) Managing discrepancies in service: In this scenario, we can apologize to the client
for the issue and assure them for better performance in future. Moreover, we must pay
close attention to the performance of each staff to make sure that the services that are
being provided to the employees are of high quality.
v) Handling Delays and Difficulties: For any kind of delay we need to apologies to the
clients and we can provide them some extra facilities to resolve the issue.
vi) Procuring Appropriate Equipments: At first it is important to understand the
market trend and requirement of the clients while procuring equipments. Moreover,
the organizational budget must be designed in such a manner, so heavy amount can
be contributed in this section. It will be helpful for the organizational growth.
Thus, from the previous discussion, it can noted that how to use manage the issues and
challenges of an organization during emergency.