Analysis of Work Operations Monitoring in the Hospitality Industry

This report provides a comprehensive analysis of work operations within a hospitality context, specifically focusing on a motel. It begins with a workflow diagram illustrating the process of taking a reservation over the phone, detailing each stage from answering the call to finalizing the booking. The report then presents a Standard Operating Procedure (SOP) model, outlining the purpose, scope, responsibilities, and resources required for effective reservation management. It examines performance standards, including job characteristics, staffing needs, and time considerations. Furthermore, the report addresses problem-solving scenarios, delegation strategies, and the documents needed to support operational changes. The assignment demonstrates an understanding of efficient workflow design, quality assurance, and effective management practices within the hospitality industry. The report also includes a discussion on the importance of teamwork, customer service, and the behaviors that promote a positive work environment.

MONITOR WORK OPERATIONS
Monitor Work Operations
Name of Student:
Name of University:
Author’s Note:

1MONITOR WORK OPERATIONS
Table of Contents
Assessment 1: Part A.......................................................................................................................0
SOP Model.......................................................................................................................................0
Assessment 1: Part B.......................................................................................................................3
1. Explanation of how the assignment has improved the efficiency........................................3
2. Example of a standard operating procedure (SOP) that may occur in the hospitality
industry........................................................................................................................................3
3. Explanation of how this particular SOP may affect quality assurance.................................3
Assessment 2: Problem solving.......................................................................................................3
1. Number of problems which may occur................................................................................3
2. Identifying issues and problems...........................................................................................4
3. Rationale for Harry to involve other people in making any of these decisions....................4
4. Documents needed to support the changes...........................................................................4
Assessment 3: Delegation................................................................................................................4
Steps Needed by Jake to Follow Successful delegation process.................................................4
References........................................................................................................................................5

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Start
Attending the
Call
Responding to
Requests (s)
Greeting at the
Motel
Reservation
Request?
Call placed for
process/thank
caller
Confirming the
availability
Availability?
Other Dates?
Refer/ Add to
waitlist?
Thank caller
Rescheduling
of Dates
Returning
Customer?
Explaining
the tariffs
Benefit Customization
Design
Location
Experience offered
Facilities
Low Cost
Grab & Go
Welcome Back
Identify name in
the system
Search History
Recognize
Account
Emphasizing on
Greet rate
Upsell if possible
Conversion of
Call
Responding to
Resistance
Limited
Availability
Restate the benefits
Proving best rates
City Wide Demand
Process Reservation
Input Data
Mode of Payment
Reconfirmation of
the Details
Departure Times/
Cancellation/ Change
of policies
State the
confirmation
Close the call
Knowing about
other
requirements
Thank You
Arrival/Return
Preparation of
Purchase Order
Processing of
Bill
Store the data in
ERP system
Linking the data
into other
management
systems
Stage 1 Stage 2 Stage 3 Stage 4 Stage 5
Stage 6
Yes
Yes
Yes Yes
No
No
No
No
0MONITOR WORK OPERATIONS
Assessment 1: Part A
Workflow Diagram Taking a reservation over the phone in a Mote

0MONITOR WORK OPERATIONS
SOP Model
Planning and organising the workflow in taking a reservation over the phone in a Motel
Document Source/ Storage location Document No.
Originator of SOP Approving the Position Effective Date:
Name of First Authoriser Name of Second Authoriser Last Edited Date
Signature Signature Other:
Purpose: The main purpose is to implement a workflow diagram for taking the reservation over
the phone for a Motel.
Scope: The preparation of this SOP model will be able to identify and assess the processes for
constructing a six-stage model for assessment of taking a reservation over phone for planning
and achieving the maximum efficiency in booking of a Motel room.
Responsibilities: The main responsibilities include attending the calls, greeting the customers,
placing the request for reservation and finalizing the booking process.
Physical Resources Required: The main physical resource requirement includes land and
building. In addition to this, some of the various types of other physical resource requirements
are discerned with computer, network connection, Motel maintenance equipment etc. in case the
Motel is willing to provide pick up or drop service to the guests then it needs to bear the cost of
adequate number of vacancies required to take the guests to the (Motel Moin et al. 2018).
Human Resources Required: The staff requirement is discerned with the need for the
recruitment of front desk personnel’s who would be responsible for attending the phone calls of
the guests. Some of the other candidates used to be shortlisted for attending the guests on arrival
at the motel. There would be also requirement for other staffs who would be responsible for
cleaning and maintaining the motel facility. The human resource requirement needs to be also
based on the selection of managerial level personnel who would be responsible for supervising
the day to day activities (Lux et al. 2016).
Performance standards determination
Nature of a good job: As per job dynamics, people are grateful to have any job. However, some
of the main characteristics of a good job includes having the flexibility to work from home at

1MONITOR WORK OPERATIONS
times and needed are on a daily basis. It is to be noted that autonomy factor also enables an
individual to work on their own without harming their creativity, initiative and hard work. The
company culture is also an important factor for determining whether a job is good or bad. If an
individual is able to like what they do and feel appreciated by the right people then they have
incredible future opportunities to explore, which is a characteristic of a good job. The existing
people in the organization and opportunities also determines the nature of a particular job (Tsaur
et al. 2014).
How many or how much is needed-In total there is a requirement for four front desk officers,
six staffs responsible for maintenance, cleanliness and assignment of room keys to the guests.
The total number of personnel requirement in the managerial level is seen with two, among
which one would be responsible for managing the operations and another would take care of the
financial transactions on a daily basis. There needs to be also adequate provision of personnel
made for managing the marketing and promotion aspect of the Motel. These personnel will be
mainly responsible for finding new ways of advertising the services provided by the motel Wu,
C.T. and (Tsai 2015).
Time taken to complete the work: In order to proceed with the entire workflow analysis and
standard operations procedure, it would need a minimum time of 15 minutes. In order to put time
for various types of other operational activities there needs to be a total of five years this would r
imply a holistic change to the infrastructure and other facilities provided by the motel (McNally,
Ameranth Wireless Inc 2014).
Time when the results are needed: The main requirement of the results is based on the scenario
when there needs to be comparison made of this particular motel to other hotels/ motels.
How accurate or how good is acceptable: The individual needs to be proficient in greeting the
guests, assigning of rooms and maintenance of registers. It is important that the motel facility is
able to sufficiently keep records of the room availability and maintain account information for
the guests.
Budget considerations: The total amount of what it is seen to be ranging from $40000 to
$50000. This particular session is made with after reviewing the standard rates in the market.
Safety considerations: The important aspects of safety consideration need to be maintained with
ensuring the privacy of the users of the service. It is essential that the information collected via
telephonic conversation from the clients should not be misused by passing them on to some other
users of the service who may send spam emails and calls. (Lure et al.2017).
Legislative or regulatory requirements that require strict adherence- This particular
consideration is ensured by able to adhere to legal and moral obligations should be able to ensure
a healthy and safe working condition at the Motel. The management cannot force the staffs
working an environment where the health and safety of the employees are at stake. The legal
requirement is about to ensure a record of injuries in the motel by maintaining an accident book.

2MONITOR WORK OPERATIONS
In addition to this, incidences of accidents at work is considered as a legal requirement as per
reporting of injuries (Miller 2017).
Behaviours that are expected in the department to promote teamwork, leadership,
creativity, customer service
Results that would be considered satisfactory: The front desk staff at the Motel should be able
to greet, and in registers and assigned rooms to the guests. The front desk staffs should be able to
answer the queries pertaining to registration of guest and assisting them in knowing about
services such as shopping, dining, entertainment, travel guide actions and type of rooms
availability. This would be also able to issue room keys and escort instructions to Bellhop. Some
of the other factor that should be considered satisfactory includes maintaining racks for incoming
mail, messages and ensuring date stamps. In addition to this, they should be able to compute the
total bill amount, collect the payment and make the necessary changes for the guests (Policy et
al. 2014)..
Condition which will exist when the duty is well performed: At the time of conduction of
duties it is important that the review of documentation, interview of the stops and observation by
the audit team is done beforehand. Based on these assertions and auditor’s ability to review the
document, learning interviews with staff and other observations made by the audit team. In case
of good performance management, the organization and feedback discerned to be quite normal.
However, the main aspect of the debatable subject needs to be ensured with maintaining
relationships with Finn team, individual, boss and for the company was they are working for (TO
and PRINTED 2014).
The difference between good and poor performance: By the definition, it would performance
has three levels especially which is maintained between the boss, the individual and their team.
Bad performance on the contrary is completed dissimilar than the former. In this case
organizations aren’t bothered or did he lay on very complex systems to be of use to anybody. In
addition to this, the managing of day-to-day operations in case of a good performance is easier
while compared to a bad performance, it is a challenging task to meet the demands of the
individual staffs and the internal customers (Brand et al. 2015).
Procedure: The procedure of carrying out the SOP is segregated into six stages. The first stage
begins with attending the call, followed by greeting the guest at the motel and responding to the
requests. In case the client agrees to respond to the front desk personnel, then the next step
involves asking for reservation request (Dobbins et al. 2016). In case the guests are not willing to
get a reservation then the call is placed for other process or is the call is disconnected with a
thank you message. The next stage involves confirming the availability of the guests. In case
they are seen to be available then only the date of stay is fixed or the phone. In case the client is
not available then they are offered other dates in which the motel can accommodate certain

3MONITOR WORK OPERATIONS
number of guests. In a situation when alternate date options are also not available then such a
client may be referred for some other service or added to the waiting list. In the third stage the
specific activity related to reshooting of the dates is done. In addition to this, as a customer is
returning one then the system recognizes the previous history and emphasizes on consideration
of upsell. In case the customer is new the tariff rates are explained from the beginning. Some of
the main services offered as per the benefit of customizations include the low-cost, grab and go
services and overall experience afford. The fifth stage identifies the returning customer and the
matching is done as per identification of system name which was stored in the last visit. In this
stage the motel also sees whether there is any opportunity to upsell a service. The six stage
involves the bidding procedure along with preparation of purchase order. In this stage, the data is
stored in the ERP system and linking of the data is done with other management systems. The
last step in this stage involves knowing about any other service requirement (Qureshi, S. and
Shen 2015).
Assessment 1: Part B
1. Explanation of how the assignment has improved the efficiency
The significant benefits in the efficiency is observed with knowing about the new
customers and returning customers. The procedure has an enabled customization of the needs for
the returning customers by knowing about the exact preferences and offering options to upsell
motel services. Similarly, understanding of a new customer, the motel is able to discuss about the
different types of services along with the tariff rates for the same. The workflow process has
been also able to contribute to the storing of the data with ERP system and linking of the same
into other systems (Parker Soomro and Hayward 2015).
2. Example of a standard operating procedure (SOP) that may occur in the hospitality
industry
In the recent times, the SOP is ardently followed in various hotels which is able to
provide a set of instructions on a specific routine or repetitive activities. This helps in
mandating the quality and consistency of the standard of the services provided by the hotel
(Kaushik et al. 2016).
3. Explanation of how this particular SOP may affect quality assurance
The use and development of SOP is considered as an integral part and the quality is
maintained with cross checking the fulfilment of a specific task which was scheduled to be
done as per SOP (Sandria and Ibrahim 2017).

4MONITOR WORK OPERATIONS
Assessment 2: Problem solving
1. Number of problems which may occur
The main issue which may arise due to incomplete and disorganized documentation is
considered with failing to meet the legal requirements then opting for bank credit in future. The
absence of “Responsible Service of Alcohol (RSA)” program and have future detrimental impact
on highly liquor consumption of an individual which may be draw additional ethical constraint
for the motel. It is also discerned that the cashier balances were not in balance, this may lead to
significant entering mismatching of books of accounts and thereby depending on the amount of
mismatch though to experience big loss. The declining trend of bar takings have significant guns
on the issues on the sales of alcoholic beverages and extra service charges which were evident on
such offerings. The increasing rate of customer complains may have a detrimental impact on
reputation of the hotel which may affect the future booking of the room. The non-maintenance of
punctuality is seen to be dependent on the nature of decorum followed by the newly employed
staff at “Holmes Hotel” (Barnell et al. 2018).
2. Identifying issues and problems
In the beginning hotel should look forward to of resolving the issue, there had been
several problems with documentation, RSA signage, cashier balances, customer complaints, staff
uniform and bar takings.
3. Rationale for Harry to involve other people in making any of these decisions
Yes, Harry involved other people in making any of these decisions. This particular
position needs to be maintained by Harry himself without relying on anyone else. In case, Harry
is involved in the decision-making process the higher apportionment, then he needs to ensure
that the decisions are carried out on his own and it is not required to involve the assistance of
some other individual.
4. Documents needed to support the changes
The different types of documents needed to support the food and beverage section
involves, significant number of steps this would make the document pertaining to the changes
more for sufficient in nature. Some of the main document types needed to implement the changes
involved require a fought identity proof along with address and date of Birth.
Assessment 3: Delegation
Steps Needed by Jake to Follow Successful delegation process
The steps which needed to follow the implementation of successful delegation should
involve consideration of the various types of financial risk, managing of staffs, customer service
and maintaining adequate menu. The financial aspect instrument in with purchasing F&B stocks,
visiting vehicles receiving, storage control, stock control, planning and getting out of the food
and beverage budgets. In addition to this, Jake needs to contribute to the design and update the
menus by working with the chef and assisting with appropriate menu planning. It is also

5MONITOR WORK OPERATIONS
important to keep up with the food trends and server types of changing trends of customer
references. Jake will be further involved in reporting the key constraints of the delegation
process with the general manager and financial manager. Gerry needs to be assessed based on his
entities of written and verbal communication skills. The next step in the delegation process
involves forecasting and matching of the budget skills. Proactive participation from Jake is
expected to have a decent understanding of inventor management systems and delegation of
authority (Lencucha et al. 2018).

6MONITOR WORK OPERATIONS
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