Hospitality Management Diploma: Customer Service & Event Plan

This report provides a comprehensive analysis of customer service practices and event planning within a Diploma of Hospitality Management context. It evaluates current practices, identifies areas for improvement, and proposes implementation strategies. The report includes an event brief, proposal, order detail, and run sheet for a sports-themed event aimed at encouraging school children to participate in sports. Furthermore, it addresses environmental and social impacts, customer invoicing, and post-event recommendations. The document details the responsibilities of event managers, HR managers, and technical staff. Additionally, it covers supplier selection, key performance indicators, and negotiation strategies, providing a holistic view of successful event management within the hospitality sector. The report concludes with a bibliography of relevant sources.

Running head: DIPLOMA OF HOSPITALITY MANAGEMENT
Diploma of hospitality management
Name of Student
Name of University
Author Note

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Table of Contents
Develop and manage quality customer service practise............................................................2
1. What worked well?.............................................................................................................2
2. What needs improvement?.................................................................................................2
3. How you have evaluated each policy that you have implemented?...................................2
4. How was staffs involved in the purpose of evaluation?.....................................................2
5. How you will implement each identified change?.............................................................3
Assessment 1:.............................................................................................................................3
a. Liaise with clients to address event needs..........................................................................3
b. Meet with client to discuss staging requirements...............................................................3
c. Participate in brainstorming meeting..................................................................................4
d. Present information to the client.........................................................................................4
g. Conduct debriefing at the conclusion.................................................................................5
Portfolio of evidence:.................................................................................................................5
1. Produce an event brief........................................................................................................5
2. Produce an event proposal..................................................................................................6
3. Produce an event order detail.............................................................................................7
4. Produce a run sheet.............................................................................................................7
6. Creating a list of environmental and social impacts...........................................................8
9. Preparing customer invoice................................................................................................8
10. Summary of the event and its recommendations..............................................................9

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Task 1:........................................................................................................................................9
1. Produce summary of the event...........................................................................................9
2. List key policies and procedures........................................................................................9
3. Develop comprehensive plan for the event......................................................................10
4. Detail running sheet..........................................................................................................10
5. An event order..................................................................................................................10
6. Checklist of eight items....................................................................................................10
Task 2:......................................................................................................................................11
1. Produce summary of the event........................................................................................11
2. List of event documentation used.....................................................................................11
3. Overview of the discussion with operational staff...........................................................11
4. Overview of provisions to reduce environmental impact.................................................11
5. List ways to monitor pre-event progress..........................................................................12
6. Examples of monitoring and controlling the event..........................................................12
7. Overview of safety and risk issues...................................................................................12
8. Listing discussion with operational staff..........................................................................13
9. Post-event actions required to undertake..........................................................................13
10. Recommendations..........................................................................................................13
Assessment 3............................................................................................................................14
1. Main liaison contact at the venue.....................................................................................14
2. Demonstration of usage of two-way radio.......................................................................14

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3. Managing of time and stress of the staffs.........................................................................14
4. How often are you liaising with your client?...................................................................14
5. Satisfaction of the client...................................................................................................14
6. Regularity of liaison with other relevant managers..........................................................15
7. Performance indicators of staff........................................................................................15
8. Unpredictable operational issue.......................................................................................15
9. Use of run sheet................................................................................................................15
10. Bump out process...........................................................................................................15
Task for student........................................................................................................................15
1. Listing the suppliers that have been selected...................................................................15
2. Listing key performance indicators..................................................................................16
3. Research alternative suppliers..........................................................................................16
4. Identifying the advantages and disadvantages.................................................................16
5. Recommendation..............................................................................................................17
6. Relationships with existing suppliers...............................................................................17
7. Negotiation to take place..................................................................................................17
Bibliography.............................................................................................................................19

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Develop and manage quality customer service practise
1. What worked well?
The positive factor of the summary was that it was done with an in-depth analysis of
the factors that affect event planning. The research done over conducting the events have
helped in identifying the clients required for conducting the event in a positive manner. At the
same time, policies and procedures of conducting the event have also been analysed.
2. What needs improvement?
The works that need improvement include providing an analysis of the type of activity
that needs to be conducted. A proper analysis of the financial constraints that may exist in the
business needs to be identified so that the even can be conducted in a successful manner. At
the same time, complying with the rules and regulations of the country is also an area that
requires improvement.
3. How you have evaluated each policy that you have implemented?
The policies have been evaluated by identifying its validity. The validity of the
policies are analysed based on the legislation that exists in the country. The manner in which
these policies are implemented by the event management organisation provides evidence
about the effectiveness of the policies.
4. How was staffs involved in the purpose of evaluation?
The idea of the staffs was considered while conducting the evaluation. Every staff
member was provided with an opportunity to be involved in the decision-making process
while implementing the policies. This encouragement can help the staffs to work effectively
in the preparation of the events.

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5. How you will implement each identified change?
Each of the identified changes can be implemented by analysing the present position
in the event. The financial situation can be analysed and at the same time, the employees can
be encouraged to ensure that the changes are welcomed in a positive manner.
Assessment 1:
a. Liaise with clients to address event needs
Name of the event Encouragement of sporting activities at the schools
Purpose The purpose of the event is to ensure that sporting activities are
encouraged at the schools for the development of children
Objective To encourage young children to take up sports as an extracurricular
activity in school
To convince parents and teachers to encourage the children to
concentrate of sports
Target audience Young children, parents and teachers
Number of guests About 50 people comprising of the target audience
Proposed date 5th June 2018
Timing 11 am to 5 pm
Location details Popular business hub
Table 1: Event brief template
(Source: Created by author)
b. Meet with client to discuss staging requirements
Type of event Sports event
Place Business hub
Number of people About 50 people

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Conference room
set up
Video projectors are required along with relevant number of chairs and
microphone for the speakers
Break out rooms
required
Catering room for the guests that may seek to take breaks from the
events and during the lunch and snack time
Accommodation Single rooms for each of the special guests who will provide lecture on
the topic
Approach to any
other venue
There were no other approaches made for the event
Budget About $50,000
Table 2: Event brief form
(Source: Created by author)
c. Participate in brainstorming meeting
The brainstorming meeting need to discuss ways by which the event can be made
popular so that it can be conducted annually. The operations required for conducting the
event and the services required for its implementation are analysed in the session.
d. Present information to the client
The type of event that is conducted is to provide encouragement of sporting activities
at the schools. The purpose of the event is to ensure that sporting activities are encouraged at
the schools for the development of children. The concept of the project can help in
identifying the importance of sporting activities in schools for the development of children.
The venue will take place in a business hub within a banquet hall so that every people can be
accommodated. The running order includes an introductory session followed by the lectures
of the guests. The lunch session precedes the second lecture session, which is the followed by

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a snack break and a conclusion to the event. The stakeholders involved in the project such as
the event manager and the investor needs to ensure that the event is run in a smooth manner
without any technical or financial difficulties.
g. Conduct debriefing at the conclusion
Any operational problem that may exist in the event can be mitigated by analysing the
quality required for implementing the event. Thereby the conclusion of the events can be
done by analysing the success of the events and the manner in which it has managed to meet
its objectives.
Portfolio of evidence:
1. Produce an event brief
Name of the event Encouragement of sporting activities at the schools
Purpose The purpose of the event is to ensure that sporting activities are
encouraged at the schools for the development of children
Objective To encourage young children to take up sports as an extracurricular
activity in school
To convince parents and teachers to encourage the children to
concentrate of sports
Target audience Young children, parents and teachers
Number of guests About 50 people comprising of the target audience
Proposed date 5th June 2018
Timing 11 am to 5 pm
Location details Popular business hub
Table 3: Event brief
(Source: Created by author)

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Every operational opportunity that needs to be considered includes identifying the
resources that need to be maintained for conducting the events. For example, availability of
cheap labour and financial constraints can be considered as operational opportunity. At the
same time, the sales opportunities can include the number of tickets that are brought by the
audience for taking part in the event.
2. Produce an event proposal
Encouragement of sporting activities at the schools
To (Name of the sponsor)
The event will be based on the aim of encouraging schoolchildren to undertake sporting
activities. At the same time, the parents and teachers of the children also need to be
convinced about the importance of sports from an early part of childhood.
Main activity of the event
The main activity of the events includes providing video evidence about the importance of
the event and the manner in which every participant can be convinced about the importance
of sports. Lecture of guests from renowned sporting fields and health experts will be provided
in the event
Budget outline
The budget of the setting up of the event by meeting all its aims and objectives is about
$50,000
Table 4: Event proposal
(Source: Created by author)
3. Produce an event order detail
Timing The start of the event will be at 11 am with the introductory
speech. Lectures on the importance of sports will be conducted

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from 11:30 am, which will commence for 1 and a half hour. At
1:00 pm lunch will be served to the guests and target audience and
from 2:00 pm a second lecture session will commence for another
2 hours after which there will be a break for beverages. Finally at
4:30 pm a concluding session will be conducted
Catering The catering will be done keeping in mind the requirements of
food for the guests. Drinks can be available any time during the
lecture
Attendee numbers Number of target audience- 50
Number of guest lecturers- 5
Room set-up The event will be set up in a banquet hall that can accommodate 55
people comprehensively. The placement of the chairs and the
microphones need to be kept in a convenient manner so that a
question answer session can commence at the end
Technical requirement High-tech computer or laptop, video projectors, microphones
Table 5: Event order detail
(Source: Created by author)
4. Produce a run sheet
Time Action Responsible person
11 am to 5 pm on 5th
June 2018
Scheduling Event manager
Experienced event
managers and caterer
boys
Staffing HR manager
Technical assistance Special requirement Event manager

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and the presence of
sponsors to finance
the event
Table 6: Event run sheet
(Source: Created by author)
6. Creating a list of environmental and social impacts
The lifestyle of the neighbouring residence need to be checked so that the event can
be planned based on the tastes of the people. At the same time, it is necessary that the event
have a recycling process for the wastes. The wastage of food need to be reduced so that
unnecessary pollution of the environment does not take place. The lecture on sports event
need to be ensure that a large passage way is kept for the entry and exit of people and no
loose ends of any wire are left unattended as children are involved as the target audience. The
optimal use of resource is needed so that shortage of water or failure of electricity does not
occur during the event.
9. Preparing customer invoice
Quantity Description Unit price ($) Total ($)
1 Video Projector $4000 $4000
2 Microphones $3000 $3000
3 I-cards and badges $9000 $9000
4 Catering service $34000 $34000
Table 7: Customer invoice
(Source: Created by author)

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10. Summary of the event and its recommendations
The event had been conducted with the help of the sponsors associated with the sports
authority of Australia. However, there are certain changes that needed to be implemented. For
example, the manner in which the lightning of the event was conducted needed to be better.
At the same time, the food could have been served at the tables instead of conducting a buffet
system.
Task 1:
1. Produce summary of the event
The sports event aimed at encouraging children to undertake sports from an early
stage had been a success mainly due to the support from the sponsors. Every activity was
conducted on time and with precision that was required for the success of the event. The
guest lecturers were provided with special accommodation and the audiences were provided
with opportunities to interact with the guests during the lunch timing.
2. List key policies and procedures
1. Maintaining safety of the children
2. Ensuring that the food and beverages are well served
3. Ensuring that no loose wires are placed on the floors
4. Maintain a proper dumping site for the wastes
5. Ensure that non-recyclable products are not served
3. Develop comprehensive plan for the event
A plan for the event can be to find out the necessities of the children and their
viewpoint about participating in sports. Based on this plan, the event can be developed