Work Based Learning: Implementing a Feedback System in Hospitality

This report presents a work-based learning experience centered around the implementation of a feedback system at the Al Pacino restaurant. The report outlines the planning, initiation, management, monitoring, and evaluation of the project throughout its lifecycle. It details how the project's aims and objectives were achieved, the deadlines were met, and the benefits derived from each stage. The front office manager's role in enhancing customer satisfaction through the feedback system is highlighted, including the use of various platforms like social media and kiosk devices to gather customer reviews. The report also reflects on the lessons learned during the work experience, emphasizing the importance of customer service and continuous improvement in the hospitality industry. It concludes by summarizing the successful implementation of the feedback system and its positive impact on the restaurant's growth and reputation. Desklib provides access to similar solved assignments for students.

Work Based
Learning

TABLE OF CONTENTS
INTRODUCTION...........................................................................................................................3
MAIN BODY...................................................................................................................................3
1 Planning and initiating the feedback system project including the targets, aims and
objectives.....................................................................................................................................3
2 Managing, monitoring and evaluating the progress of the project throughout the project life
cycle from initiation to completion..............................................................................................4
3 Ways in which the deadlines of the project has been met and benefits has been achieved
from the objectives of each stage.................................................................................................6
4 Reflection..................................................................................................................................8
CONCLUSION................................................................................................................................9
REFERENCES..............................................................................................................................10

INTRODUCTION
The work based learning is the concept where an individual has to describe their real-
work life experience from which they had come to learn and get knowledge about the particular
act. It is a form of strategy which helps the person to apply their academic and technical skills
and can be able to develop their employability. The report is illustrating the role and
responsibility of the front office manager of the Al Pacino restaurant located in England. In this
report, had chosen a feedback controlling system of project-management where it includes the
work based learning strategy (Tussyadiah, and Miller, 2019). In addition, the report will describe
the planning and monitoring of the project along with its benefits.
MAIN BODY
1 Planning and initiating the feedback system project including the targets, aims and objectives
The report has mentioned the roles and responsibility of the front office manager which
helps the Al Pacino to expand and grow their business effectively. In the hospitality industry, the
main function and duty of the front manger has to provide the feedback system for the customer
satisfaction. During this project of the front office manager has to pay the proper attention and
needs to provide different platforms which will help them to increase and enhance the hotel
growth. In the hospitality industry, the customer service and their satisfaction is the major
concern and important factor to achieve the successful growth. Nowadays, with the increase of
technology and growing hospitality industry, the Al Pacino restaurant front office manager has
decided to implement the feedback system in the organization from which they can obtain higher
outcome and also increase the reputation of the hotel in the effective manner.
The manger has the vital and mandatory duty to fulfil the demands and suggestion of the
consumers experience (Goh, and Wen, 2021). Taking the feedbacks and reviews from the guests
of the hotel can provide the areas of improvement from which they can also be able to build the
effective consumer relation and can easily achieve their aim and objectives. The front office
manager can utilize and apply the different ways to take the reviews from the guest and can
improve them in timely fashion. In this order, the front office manager can use the social media
and email platform to take the reviews from their guests. This is the best and trendy source of
receiving the feedbacks from the customers in this generation. Mostly, the front office manager

asks for the consumer experience at the reception by utilizing the kiosk devices where people can
give their opinion clearly and can convey their message to the management.
Aim and objectives: In the hospitality industries, consumers are the main drivers of the
organization from which the front office manager has to provide the better customer service and
excellent experience to their consumers. The target of the manager is to fulfil all the demands
and expectation of the guest and provide a satisfactory service to them. There focus is on the
consumer satisfaction from which they can improve their growth development in the hospitality
industry and can be able to increase their productivity (El Haddad, Karkoulian, and et.al, 2019).
In this growing world, the hospitality industry is growing effectively and increasing the
competence in this industry.
Accordingly, the main aim and objective of the hospitality is to provide the best
consumer services to their guest and consumers and can experience the excellent comfort, luxury
and all desires which they had from long time. Focusing on the consumer reviews and suggestion
the front office manager can be able to understand the obstacles and areas of improvement from
which they can drive the hospitality industry at stable and successful position.
2 Managing, monitoring and evaluating the progress of the project throughout the project life
cycle from initiation to completion.
The project life-cycle method has been utilized by the organization to evaluate and design the
particular project from beginning to the completion. This project life-cycle has its five
components from which it can help the front office manager to determine the progress and
growth of the feedback system project in the definite order (Haapasalo, 2020). Regard to this
concept, here performing the life-cycle of mentioned project which will help the manager to
increase and improve the development of the hospitality.

Initiation : The first factor determines the initiation process in which an organization requires to
identify the needs and opportunities in the business occupation. In this context, the front office
manager has to recognize the requirements of the project in the hospitality from which they can
take any action and can deliver their best efforts to the hospitality. This section includes
objectives, essential resources, cost estimation, risks and issues and such more (Bilro, Loureiro,
and et.al., 2019). Accordingly, the Al Pacino's front office manager have to decide the resources
to implement the feedback system in the organization. It is important to initiate the project needs
as it will help and support them to obtain higher productivity and can increase the profitability in
the hospitality.
Designing and planning : Once the first phase of project life cycle initiation completed then it
requires to do a proper and accurate planning of the work statements and some activities from
which front office manager can manage the work accordingly. In the Al Pacino restaurant the
manager has to now focus on the designing of the project work which includes the separating the
team for particular work assignments such as what resources are needed to implement the
feedback system, who is going to take the action in the areas of improvement and what cost and
Figure 1: Project Management life-cycle
(Source: Educba, 2020)

financial amount will be required to maintain this project. Designing the entire project is
necessary from which the hospitality can increase and enhance their productivity at the
profitability.
Execution : Execution basically refers as implementation of the project-management. In this
phase of the life-cycle the front office manager has to take the action for the project which is
feedback system. This factor includes the work activities such as creation of tasks, method of
doing a task, communication and discussion with the entire team and upper management,
balancing the budget to bring the action of these activities. The execution takes the designing of
the project into the form of action which is essential to be done (Kabirifar, and Mojtahedi, 2019).
It also includes the discussion on the monitoring of the quality services which will be provided to
the consumers. It is obvious that front office manager has to fulfilled all the requirements and
expectation of their guest so this phase is important part for them.
Monitoring : This factor includes the system in which the front office manager has to keep an
eye on the entire project-management. Once the initiation, designing and implementation of the
project has been done it requires to do a monitoring and controlling the all activities of the
feedback system. It is obvious that when any work has been done then watching their
performance will help to understand the strength and weakness of the project or it can be said as
it will support to know about the areas of improvement from which the hospitality industry can
build and increase their productivity on effective manner. Tracking the performance of the action
will also enhance the relationship with the consumer and guests.
Completion : The final phase of the project life-cycle describing that completion of the work
successfully but it doesn't mean that the project management duty of front office manager has
finished. From the stage of initiation to completion it took a long journey to be at the stage of
completion which is actually a great success. All the efforts of the team and front office manager
is determined to be great job but it is not the end (Pannier, Schalbart, and Peuportier, 2018). The
closure of the project of feedback system includes the various work such as analysing project-
management, team performance, documentation, accounting and even the process of
improvement of the feedback system. In addition, the front office manager also responsible to
appreciate the team members and celebration for the great efforts to support the Al Pacino
restaurant to increase their productivity and providing the best experience to their guests.

3 Ways in which the deadlines of the project has been met and benefits has been achieved from
the objectives of each stage
Here are the ways under which the deadlines of the customer system feedback project has been
met and the benefits has been experienced from performing mandatory stages of the selected
project.
 Each stage of the project has been parted down in the smaller steps and the smaller task
has been assigned to the team that of customer feedback system. Such as, the work
related to creating the CFS software has been given to the AI department, the response to
the feedback of the customer is undertaken by the people of the front office. Also,
sending of emails to the customers has been given to different department. This is how,
the goals are parted in different ways and provided the assurance of the completion of
each task in effective manner (Falim and Prestiliano, 2018). All of these task has been
under the initiation step by writing the information on the chart and deadline of the
project has been made by ensuring the task ion accordance of the skill and knowledge of
the team members.
 The planning step of the customer feedback system project has helped in achieving the
benefit of establishing the plans in relation of the project. The SMART goal strategy has
been adopted under this. The major focus has been made on the main goal and that is
creating the feedback system for the customers and making plan in relation of
understanding the aspect of the consumers. And in accordance of that the options has
been planned under the customer feedback system software of the AL Pacino restaurant.
The deadline of the project has been met through this step by ensuring the different plans
that linked with the one common goal.
 Another way in which the deadline of the customer feedback system project has been
made was assigning the roles to the team members and this has done under the project
execution step. The roles and duties that were drawn on the chart has been practically
allocated to the different members of the team. The benefit that has been experienced
from this stage is that, the members of the front office team has got the opportunity of
becoming skilled in the particular given task to them.
 The monitoring step has helped in meeting the deadline of the project. Under this, the
implementation of the CFS project has been done finally. And the keen observation was

made over the response of the customers (Willumsen and et.al., 2019). And the customers
showed their complete interest over the Customer feedback system project of the hotel as
it enable them to have the sense in relation of their importance.
 The closure ensured that the customer feedback system project has been completed. Also,
it provided the benefit of knowing the timeline in which the project has been managed by
the team (Kerzner, 2019). The effective initiation, planning, execution, monitoring and
closure of the customer feedback system project has helped in meeting the deadlines of
the project on time and in effective manner.
4 Reflection
During the 96 hours of work experience I have
learned many things in the AL Pacino restaurant. The project was related to the customer
feedback system this project has helped me to have the knowledge in relation of the importance
of the customer in the hotel. Also, I have learnt that the feedback in life plays the important role.
It provides the opportunities of making the improvements in relation of those elements that are
required. I have the learnt the effective strategy of making plans and using the plans in for the
better outcomes. I will use this learning in my future as well. The effective understanding of all
the elements that are related to the main plan helps in implementing the plan in effective manner.
Therefore, it is important to understand all the plans in efficient manner. The plans that I will
adopt in-future. I will make effective understanding in relation of the all factors that are related
to the plans. As for the completion of the project the different theories has been evaluated such
as, SWOT analysis, PESTLE analysis and porter's five forces. As per the suitability of my
project that was customers feedback system project, the internal environment of the hotel was
needed to understand (Huynh 2018). Therefore, the SWOT has been conducted by me in order to
know the strengths, weaknesses, opportunities and threats to the project. I made a learning that, it
is very mandatory to conduct the analysis of the related theory as it provides the in relation of the
capacity of the made decision.
The SWOT enabled me to know the strengths of the customer feedback system project
and that was that it attracts the trust level of the consumers towards the hotel. The weakness and
threat has made me aware that the feedback can be negative as well. But, it has to be considered
in positive way. The negative feedback should be taken as the opportunity and the work has to be
done on that (Gupta and et.al., 2018). This leads to increase the ability of the project. Here, I

learned that, in life the weakness and threat should be taken as the opportunity. This increases the
ability of conducting the task. This also made me realise that every aspect has the positive and
negative side. But, I have to make the keen focus over the positive side. So, I can overcome the
negative elements. This 96 hours of experience has provided me the numerous opportunities in
relation of learning the elements related to customer feedback system project. Also, this
experience has made me aware about the important elements that I can use in my future in order
to add effectiveness in shaping my character.
CONCLUSION
The report has concluded that in hospitality sector the front office manager plays an important
and vital role to increase the productivity of the industry. It includes the accurate planning and
purpose of the feedback system from which they can be able to provide the best experience to
their potential consumers. Along with this, above report has mentioned the project life-cycle to
understand the entire work responsibility of the front office manager and also provided its
benefits which will help the hospitality industry to enhance their growth and development. At
last, it performed a reflection of the entire project making to understand the experience and
workplace learning.

REFERENCES
Books and Journals
Bilro, R.G., Loureiro, S.M.C. and et.al., 2019. Exploring online customer engagement with
hospitality products and its relationship with involvement, emotional states, experience
and brand advocacy. Journal of Hospitality Marketing & Management.28(2).pp.147-
171.
El Haddad, R., Karkoulian, S. and et.al, 2019. The impact of 360 feedback appraisal system on
organizational justice and sustainability: The mediating roles of gender and managerial
levels. International Journal of Organizational Analysis.
Falim, A.S. and Prestiliano, J., 2018. The Use of Board Games as Learning Media of Project
Time Management. Journal of Nonformal Education. 4(1).pp.69-78.
Goh, E. and Wen, J., 2021. Applying the technology acceptance model to understand hospitality
management students’ intentions to use electronic discussion boards as a learning
tool. Journal of Teaching in Travel & Tourism.21(2).pp.142-154.
Gupta and et.al., 2018. Gathering, evaluating and managing customer feedback during aircraft
production. Computers & industrial engineering. 11. pp.559-572.
Haapasalo, H., 2020. MANAGING DATA FLOWS IN INFRASTRUCTURE PROJECTS-THE
LIFECYCLE PROCESS MODEL.
Huynh, N., 2018. Revenue Management for Small an Independent Hotel: An Action Plan for
Hotel.
Kabirifar, K. and Mojtahedi, M., 2019. The impact of Engineering, Procurement and
Construction (EPC) phases on project performance: A case of large-scale residential
construction project. Buildings.9(1).p.15.
Kerzner, H., 2019. Using the project management maturity model: strategic planning for project
management. John Wiley & Sons.
Pannier, M.L., Schalbart, P. and Peuportier, 2018. Comprehensive assessment of sensitivity
analysis methods for the identification of influential factors in building life cycle
assessment. Journal of cleaner production.199. pp.466-480.
Tussyadiah, I. and Miller, G., 2019. Nudged by a robot: Responses to agency and
feedback. Annals of Tourism Research.78.p.102752.

Willumsen and et.al., 2019. Value creation through project risk management. International
Journal of Project Management. 37(5). pp.731-749.
Online references
Educba, 2020. [Online]. Available through <https://www.educba.com/project-management-life-
cycle/>