Hospitality and Tourism Management

This assignment delves into the complexities of the hospitality and tourism industry. Students are tasked with analyzing various aspects including service quality management, human resource practices, and construction methodologies within this sector. The focus is on evaluating the challenges and opportunities faced by businesses in delivering exceptional guest experiences while adhering to best practices in service delivery, employee management, and project execution.

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Quality and Operation Management System
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Quality and Operation Management System
Contents
Task: 1 Quality management system...........................................................................................................3
1.1 Quality policy of Melbourne Marriot...........................................................................................3
1.2 Stakeholders and their needs..............................................................................................................3
1.3 Process for satisfying stakeholders needs....................................................................................4
1.4 Inputs and outputs for the process......................................................................................................4
1.5 Performance parameters....................................................................................................................5
1.6 Continuous improvement program....................................................................................................6
Task 2 Environmental system......................................................................................................................6
2.1 EMS policy........................................................................................................................................6
2.2 Stakeholders and their requirements..................................................................................................7
2.3 Organization process.........................................................................................................................8
2.4 Environmental Aspects......................................................................................................................9
2.5 Environmental Impacts....................................................................................................................10
2.6 Environmental Objectives................................................................................................................10
2.7 Environmental targets......................................................................................................................10
2.8 Environmental actions.....................................................................................................................11
2.9 Monitoring and measuring methods................................................................................................12
Task 3 Occupational health & safety management system (OHSMS): UTS.............................................12
3.1 Legislative requirements..................................................................................................................12
3.2 Risks identification..........................................................................................................................13
3.3 Risk assessment chart......................................................................................................................14
3.4 Risk mitigation................................................................................................................................14
References.................................................................................................................................................16

Quality and Operation Management System
Task: 1 Quality management system
1.1 Quality policy of Melbourne Marriot
Melbourne Marriott Hotel is a multinational corporation and is a luxury hotel which is into
offering high standard services to the tourists in Australia and all over the globe. The business
organization is a five star hotel that serves the service users with modern accommodation in the
shopping location of Melbourne. The hotel was founded in the year 1982. Best quality services
are the medium through which the business entity is redefining its services. The hotel is located
in the heart of Melbourne CBD, Australia. Provision of elegant prearranged suites and rooms for
the tourists and travellers is done (AS/NZS ISO 14001, 2004). The services includes showcase
pillow-top bedding, marble bathrooms etc. Moreover, the additional facilities comprise of the
rooms and suites which are non-smoking and spacious and also serve with the basic amenities
such as TV, minibar and high speed internet connection for the guests. Further, a fitness,
swimming pool, and sauna is also made available for relaxation of the guests. The guests can
enjoy and have fun as café, restaurant or bar. The below mentioned are some of the components
which can be considered in the quality policy of Melbourne Marriott Hotel:
 The business corporation has been offering the rooms and suites with different styles and
interiors, such as; Greek style, Chinese style etc. Keeping the rooms clean and tidy is one
of the components of the quality policy for the hotel (Goetsch and Davis, 2014). In
addition, maintaining the hygiene factor in terms of the kitchen area and also in cooking
the food can also be considered in the quality policy of the business corporation. The
machines and the equipment’s used should also be of good quality which will define an
integral component of the quality policy of the hotel.
 Moreover, the core products and services of the business organization offer and aid in
attainment of several benefits to the business entity and adoption of the quality policy
will enhance the services to a greater level (Mok, Sparks and Kadampully, 2013).
Implementation of some contemporary strategies and mechanisms should be done in
order to offer support to the quality policy within the business corporation. This will
ensure greater satisfaction level of consumers and the tourists and also the attainment of
the objectives will be done. An adoption of quality policy will enhance the brand equity
and goodwill of the entity.
 Human resource has been considered as an integral part of the business organization and
consideration of their needs and requirements is essential and fulfillment of the same
should be done. This will develop a sense of motivation and dedication towards which
will in-turn lead to develop their performance level (Oakland, 2014). A combination of
enhanced efforts of the workforce will aid the entity in attaining the desired targets.
1.2 Stakeholders and their needs
Stakeholders are being considered as the most integral apart of the organization.
Melbourne Marriott Hotel is a luxurious hotel chain and has a high goodwill in the competitive
business environment (Papp, 2014). Shareholders who have made investments in the hotel and
the workforce who enhances the productivity and the performance level ate the stakeholders of

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the organization. An expectation of good returns on their investment is the requirement of the
investors whereas; appraisals are expected by the employees (Pegasus Print Group 2014).
Stakeholders Needs
 Workers Job satisfaction and Security
 Society Friendly working environment
 Stockholders Appropriate rate of investments and returns
 Consumers High level of satisfactory services
 Political parties Ethical operations without impacting the
environment, society
1.3 Process for satisfying stakeholders needs
The below mentioned are the processes which are to be executed for satisfying the needs and
wants of the stakeholders:
 Workforce/Employees: Job security and safety, job satisfaction, adequate benefits, etc.
are the factors which are considered as relevant and liable in fulfillment or satisfying the
workforce (Westpac Group 2014). The execution of satisfaction surveys of the
workforce, training and counseling sessions can be considered as the liable tools in
offering satisfaction workers.
 Society: Ethical operations and execution of the business within the expectation of the
society can be one of the biggest factors which will serve a level of satisfaction to these
stakeholders.
 Stockholders: These stakeholders and offering them with a level of satisfaction is a
tough and crucial task their investment is based on the prior organizational performance.
Sharing a clear transparency with the operations can be considered as one of the factor
which can aid in satisfying the stockholders (New South Wales Government 2014).
 Consumers: The consumers have an expectation of a high quality of the products and
this is required to be according to their expectations (Mok, Sparks and Kadampully,
2013). This will provide them with the satisfaction if the products are as per the value
paid for the product. Moreover, providing after sales services will also have positive
impact on the satisfaction level of the consumers.
 Political and governing authorities: Following and complying with the norms and the
regulations is the basic criteria for fulfilling the needs and requirements of the
government (Nickson, 2013). And this can be considered as one of the relevant factor
which will be proven beneficial for satisfying the governing authorities.
1.4 Inputs and outputs for the process
Sustainable Environment program for resolving environmental challenges
Inputs Outputs
 Policy of Melbourne Marriott Hotel in
terms of sustainable environmental
 A proper management of the available
resources with the organization so as to

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conditions.
 Relevance of policy for defining
financial sustainability.
 Environmental professionals should be
hired.
 Implementing environmental friendly
projects and making the needs of
society fulfill.
 Fulfilling the needs of workforce by
offering them adequate training.
 Implementation of international codes
of conduct in the workplace.
 Provision of adequate data or
information to the shareholders
 Risk management reports should be
developed.
 Management and maintaining prior
project’s reports (Riley, 2014).
 Regarding the fulfillment of
government’s norms and regulations.
make the optimum utilization of them..
 Implementation of relevant training
measures so as to enable the employees
in resolving the environmental
challenges (Boella and Goss-Turner,
2013).
 Adoption of the effective strategies
should be done so as to increase the
organizational image in resolving the
environmental issues.
 Needs should be recognized and should
also be fulfilled so as to build strong
relations with the employees..
 Maintaining transparency will aid in
gaining trust of shareholders.
1.5 Performance parameters
Implementation of sustainable environmental events so as to resolve environmental issues
has been considered as the factor for defining the performance parameters. Analysis of the
effectiveness and the efficiencies of the current operations adopted by the business corporation is
done by the performance parameters (Salazar et al., 2017). The performance parameters play a
critical role of analyzing the performance of the employees and also a comparison is done
between the prior performances of the employees. The below mentioned are some of the
parameters which can be set by Melbourne Marriott Hotel:
Performance Parameters Method for measurement
 Client Satisfaction  Personal survey or feedback
methodology
 Considering the issues at priority and
resolving the same (Harris and
McCaffer, 2013).
 Building trust amongst the shareholders  Transparency while sharing financial
statements with shareholders
 Feedback from Shareholders feedbacks
should be considered as significant
 They should be invited to general
meetings
 Making transactions efficient  Hiring of professions for making the
operations efficient and effective.
 Enhancing the efficiency of the
transactions by consuming time.

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 Observance of financial and
environmental policies (Bryman and
Bell, 2015)
 Execution of internal and external audit
 Enhancing employees’ performance  Training & counseling sessions
 Monitoring programs
1.6 Continuous improvement program
For attaining the expectations of the consumers Melbourne Marriott Hotel has made
implementation of various mechanisms so as to hike-up the service offering skills and
capabilities of the employees within the working organization. These improvement steps will
enhance the efficiency and effectiveness of the workforce and they will be offering a better set of
services to the consumers. The below presented are some of the key measures which are required
essentially to be adopted by the business entity:
 Regularly modified and updated mechanisms and approaches
 Amendments in the policies associated with the quality control.
 Set of professional training sessions from the existing employees and seniors
 Offering satisfactorily services so as to meet the needs and requirements of the
consumers
Task 2 Environmental system
2.1 EMS policy
For sustaining in the business environment, it has been made very much essential for the
business entities for the compilation of the requirements of the environmental organizations and
related associations. ADCO Constructions is one of the examples which is essentially required to
fulfill the criteria of environmental institutions (Howarth and Greenwood, 2017). The firms are
required to pass the eligibility criteria for sustaining in the business environment and the same is
also considered as an integral task. The below mentioned are some of the examples of the norms
which are required to be followed by the construction company in order to cope-up with the
environmental requirements of the organization:
 Work Health & Safety Act (2011):
According to this policy the primary focus of each and every business corporation should
be offering adequate and effective workplace to its workforce which will bring a hike in
the performance level find productivity of the entity. There are number of chances of
accidents and also various risks are also present in case of construction companies as
compared to other industries (AS/NZS 4801, 2001). Hence, there is a need for ADCO
Constructions Company for fulfilling the requirements in terms of Work and Health
Safety Act (2011). For the elimination of the available risks which are present at the
workplace, WHS Act has determined the adaptation and implementation of effective
strategies. For instance, Safety guards, safety consultants and other training sessions
which are required to be offered to the employees and which will aid in bringing
reduction in the risks occurrences.
 Dangerous Goods Regulation 2009:

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There is an emission of harmful wastes and effluents from the construction companies
and which can be proven harmful for the workforce and the other related staff (Hughes
Champion and Murdoch, 2015). So for reducing these types of effluents and waste
products the business entities are required to adopt certain strategies so as to eliminate the
occurrence of these types of issues and this will also bring a minimization to the hazards
(AS/NZS ISO 9001, 2008). Dangerous goods regulation 2009 has been considered as one
of the relevant example for reducing the effect of occurrence of the uncertainties.
2.2 Stakeholders and their requirements
Stakeholders Requirements
Clients  Products with high quality with
affordable prices
 Appropriate after sale service.
Government  Proper following of imposed norms and
regulations (Jaber, 2016)
 And also adoption of legal
considerations so as to eliminate the
glitches.
Employees  Comfortable working environment with
the a job security prime requirement of
an employee.
 Sense of safety and equality at the
workplace is also considered as the
necessity for the employee.
Directors  Increasing growth scales
 Accomplishment of the determined
targets and goals (Becker, J., Kugeler,
M. and Rosemann, 2013)
Dealers  Fair deals and also demand for some
long run contracts with the entities for
suture safety. .

Quality and Operation Management System
2.3 Organization process
The below presented are the process which are operated in a construction company:
 Site review: Before conducting the operations the entity is required to evaluate the varied
factors which play an integral part in the construction business (Walker, 2015). The
environmental factors and the legal factors are the examples of the same which are
required to be determined. A proper determination of the available resources over the site
will aids the entity in evaluating the operations and methods to be used for building a
property.
 Design and Plan: The development of the design and plan should be executed after
reviewing the location of the site (Ashokkumar, 2014). A blueprint is required to be
developed consisting of all the components which are required essentially for building the
required property.
 Estimation of cost: After the development of the plans, the business entity is required to
develop a budget. This will comprise of all the costs which are required to be incurred
while constructing and till the completion of the property (Walker, 2015). This will aid in
determining various resources and costs of the project.
 Approval of blue print from client: After the development of the plan, blueprint and the
cost estimation approval is required to be taken from the client so as to initiate the work.
The blueprint should be developed in a manner that it should attain the satisfaction of the
clients (Kelly, Male and Graham, 2014). As the approval of the client for the project is
the core component for initiating the project.
 Analysis of available resources: After getting the approval the business entity is
required to have a proper evaluation of the resources which will be required by the
business entity for completion of the project. This step can also comprise of the available
resources with the business corporation and also all the other resources which can be
made available for the completion of the project. The analysis of the resources is required
to be done by the manager on the site. These resources can comprise of workers, raw
material, etc.
 Construction begins: This is the initial step where the division of the teams is done on
the basis of the operations to be executed by the manager. This segmentation is done for
performing the various tasks so as to complete the project (Harris and McCaffer, 2013).
The workers are also provided with some training on the concepts such as safety
measures to be followed, use of equipment’s and machines etc.
 Structure framing: The next step in the process of construction is building and framing
the structure of the property or the building. This should be done after considering the
blueprint and the other plans. The frame work should be as per the requirements of the
client and also according to the plans.
 Interior framing: After the frame work is completed the next task is to complete the
structure of the building or the property. Also the construction company is required to
fulfill the organizational objectives and the goals, the business entity should construction
are plastering of walls, flooring, painting, sanitary fittings, etc.
 Project inspection: Project inspection is the step which has been executed after the
completion of the project. In this the authorities and the staff authorized for doing this is
required to inspect the constructed site properly in terms of safety, security etc.

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 Possession: This has been considered as the last step in the construction process. After
the completion of the construction of the project the company is required to provide the
possession to the clients with proper documentation and formalities.
2.4 Environmental Aspects
Process Environmental Aspect
Construction begins  The operations should be executed in
order to fulfill the environmental needs
 Review of environmental conditions
before commencement of the
construction.
 There should be transparency in the
blueprint of the project and also
relevancy with the environmental
aspects.
 Constructing the property should have a
clear objective as registration done for
building residential and making use of
the same in for commercial purpose
will be proven unethical.
 Testing of the land should be done
adequately by making use of advanced
measures.
Structure Framing  While construction appropriate
measures should be implemented.
 No excessive usage of available natural
resources should be done.
 Disposition of the waste generated from
the construction should be properly
done.
 Moreover, the ground water level is
also utilized in most of construction
projects and for the same adoption of
some measures for reduction and
bringing control over the same should
be done (Oakland, 2014).
 Human resources should also be used
in an appropriate manner for
constructing the base of the building.
This should be done so as to minimize
pollution and emission from machinery
used for the construction.

Quality and Operation Management System
2.5 Environmental Impacts
Process Environmental Impacts
Construction begins  Reduction in ground water level
 Degradation in land quality
 Emission of effluents and pollutants
from machinery
 Deforestation
 Solid waste generated
Structure framing  Pollution developed during the
disposition process of solid waste
 Occurrence of air pollution due to
usage of machinery
 Noise pollution
 Degradation of natural resources
2.6 Environmental Objectives
Environmental Aspects Objectives
 Construction operations Ethical operations aids in minimization of
waste
 Environmental situations Avoiding deforestation
 Transparency about the project Authorized, safe and secure building will be
developed
 Use of building ethically The purpose registration and construction
should be same
 Quality of land Evaluation aid in analyzing the life of the
building
 Measures used to construct the building Goodwill should be maintained by adopting
appropriate measures
 Inappropriate use of natural resources Norms should be imposed on its excessive
usage of natural resources.
 Disposing solid waste Functions should be appropriately performed
so as to avoid various pollutions.
 Over-usage of ground water Reduction of drinking water will be raised
 Release of hazardous waste Manual power should be used instead of
machinery so as to reduce pollution.
2.7 Environmental targets
Environmental Objectives Environmental Targets
 Ethical operations minimize reduction
of waste
Estimation of 80% reduction in waste and soon
target will be raised to the 100%
 Avoiding deforestation 50% of the area should be kept for planting
trees
 Safe and secure projects for its clients Land’s fertility should be saved by following

Quality and Operation Management System
will be authorized this strictly (Hughes, W., Champion, R. and
Murdoch, 2015)
 The purpose of registration and
construction should be same
Inappropriate utilization could have impact
over the environmental conditions.
 Land’s quality should be evaluated Human lives will be saved due to the
avoidance of chances of risks of building
collapse
 Goodwill maintenance can be done Human life hazards can be avoided due to
adoption of this policy.
 Regulation should be imposed on
excessive usage natural resources.
Negative impacts on the human life manner.
 Inappropriate use of some function in
can leads to air as well as land
pollution.
These pollutions have impact over the
environmental conditions and hence should be
ignored.
 Drinking water issue will be raised due
to scarcity of ground water level.
This will have a negative impact over the
human life as water is the most essential
component.
 Manual power should be used instead
of machinery.
This will save the environment as machinery
extracts hazardous pollution factors.
2.8 Environmental actions
Environmental Targets Actions
80% Controllable waste should be 80%.  Control measures for construction
process should be implemented
 Development of separate department
for the utilization of non-renewable
natural resources.
50% area should be free for plants .  Campaigns in relation to save
environment.
 Counseling for spreading awareness for
planting more trees (Potts and Ankrah,
2014)
Land’s fertility should be saved  Awareness programs should be
followed as non-fertile land will not be
able to fulfill the economy’s
requirements.
 Promotion of methods for enhancing
the fertility of land.
Miss-utilization of land should be stopped  Legal actions should be implemented
against miss-utilization of land.
 Complaint can be raised.
Quality of land  Analysis of the quality of the land
should be executed.
 Land’s quality should be approved
through legal considerations
Good quality materials should be used  Before commencement authorization

Quality and Operation Management System
certificate should be taken
 Analysis should be done by adopting
adequate test measures
Natural resources should be preserved  Control measures should adopted
 Permission is required from the
government so as to prevent the natural
resources.
Land and air pollution should be reduced  Legal norms should be imposed in-
relation to non-utilization of machinery
and other polluted techniques
 Disposing of non-biodegradable wastes
should be restricted.
Ground water level should be preserved  Awareness should be spread in relation
to the significance of ground water.
 Promotional campaigns for usage of
ground water.
Machines should be used for construction
purposes
 Norms regarding the limited usage of
machinery
 Manual work should be promoted
2.9 Monitoring and measuring methods
The below presented are the measuring and the monitoring methods:
 Internal and external auditing: Auditing should be undertaken so as to analyze the
efficiency of the construction processes. This will lead to determination of the
environmental aspects within the organization and the operations of the company which
aid in prevention of environmental aspects.
 Installing air monitors: Installation of air monitors are also required to be checked at
regular interval of time.
 Water disposal facilities’ feedbacks: ADCO Constructions Corporation should get
feedbacks from the team which will allow them with a clear picture about the control
over the waste disposals programs.
 Use of solar-energy while operating the machineries will bring a reduction in use of fuel
and electricity
 Moreover the solid waste should be disposed in the dumping areas.
Task 3 Occupational health & safety management system (OHSMS): UTS
3.1 Legislative requirements
The below described are the sections which aids in outlining the legislations and the same are
required to be followed by Amcor Ltd:
Work health and safety (WHS) Act 2011 Cth

Quality and Operation Management System
Giving the workforce of Amcor Ltd with a feeling of safety and security against any damage to
their wellbeing and security through disposing of or limiting any dangers emerging from various
exercises in the firm have been considered as the essential goal of this Act. Assurance of
wellbeing and security is given at its most elevated amount as is sensibly practicable. The vast
majority of the segments of this Act characterize wellbeing duties that must be met by the
business corporation. As per this Act, UTS doles out various assignments to various individuals
that must be performed with a specific end goal to satisfy these obligations. Such individuals
incorporate officers, individuals from chamber, Vice-Chancellor, Senior Deputy Vice-
Chancellor, Deputy Vice-Chancellor, enlistment center and numerous others.
3.2 Risks identification
The below mentioned are the risks which can be faced by the business organization in
accordance with AS 4801:2001, moreover the business entity is also required to maintain Work
Health & Safety management system (WHSMS). This can be initiated by adopting the WHS
policy and the further description of the risks has been presented:
 Chemical hazards: As the business entity is a manufacturing firm involves a number of
operations which can release some or the other types of chemical effluents and which can
be proven harmful.
 Biological hazards: This involves hazards caused to the plants, animal’s micro-
organisms. These hazards can arise from the occurrence of the various chemical reactions
caused in the operations of packaging and labeling.
 Mechanical hazards: These hazards comprise harms caused due to the machineries and
the tools used in the operations and functionalities.
 Radiation hazards: There are some operations in which the business entity is making
use of radiations or dangerous rays which can be proven harmful for the workforce and
other related individuals.
 Electrical hazards: There can be case of shot circuit due to wrong or inappropriate
wiring done in the manufacturing units. This can rise as a hazard for the entity and also
for the workforce.
 Fire hazard: In case of shot circuits and thermal hazards there can be chances of risks
due to fire.
 Transferable diseases: This can be in the case if any of the worker or the employee is
infected with any of the disease, and then there can be chances of transferring the same to
others.
 Airborne disease: This type of hazard can be caused by the airborne diseases.
 Slips and falls: This is the type of hazard which can occur at the office premises and also
at the manufacturing units. This will cause physical injuries to the workforce.
 Ergonomic hazards: These hazards are associated with the manual handling pushing,
pulling some heavy weighted items or property. This hazard can cause harm to the body.

Quality and Operation Management System
3.3 Risk assessment chart
The presented chart has been developed on the basis of the below mentioned details:
Hazard Consequences Likelihood Risk
Chemical hazard Major Likely High
Biological hazards Major Rare Medium
Mechanical hazards Major Possible Medium
Radiation hazards Severe Rare Medium
Electrical hazards Major Likely Medium
Fire hazard Major Likely High
Transferable
diseases
Major Possible High
Airborne disease Major Possible Low
Slips and falls Moderate Likely Medium
Ergonomic hazards Major Likely Medium
3.4 Risk mitigation
Chemical hazards:
 Personal protective systems can be implemented for making use of equipment’s
 Induction and training should be provided to the employees
Biological:
 A bio-safety committee can be developed
 Research members should take safe precautions before dealing with the hazards
Mechanical:
 Installation of safety guards
 Wearing appropriate personal protective equipment
Radiation:
 Minimization of time spent in vicinity of radiation sources
 Making use of designed shields and x-ray protection materials
Electrical:
 Power outlets should be equipped with ground inbuilt circuit interrupters
 Increasing the height of the electric poles
Fire:

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 Installation of sprinkler system
 Perform regular inductions
Transferable:
 Providing sufficient immunization
 Wearing appropriate PPE
Airborne:
 Pasting the signs of warning due to dust
 Provision of dust mask
Slips and falls
 Provide adequate lighting
 Floor should be trip-hazard free
Ergonomic:
 Manual handling inductions and training sessions
 Magnetic assistance can be offered

Quality and Operation Management System
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AS/NZS ISO 9001:2008, Quality management systems – Requirements, Standards Australia
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