Hospitality Management Report: Ayers Rock Resort Performance Analysis

This report examines the hospitality management practices at the Ayers Rock Resort, focusing on the role of a bartender and the overall operational effectiveness. The report begins with an executive summary outlining the key objectives, which include assessing the resort's management and the bartender's responsibilities in ensuring smooth business operations and customer satisfaction. Part 1 delves into the bartender's objectives, functions, and reflections on management activities, including customer service, financial management, and resource planning. It also identifies issues faced during the process, such as resource availability and customer behavior, and outlines future career plans. Part 2 analyzes the resort's measurement tools for customer satisfaction, staff satisfaction, financial performance, environmental performance, and risk assessment, highlighting the use of customer review forms, staff surveys, financial audits, market surveys, and risk assessment systems. The report underscores the importance of these tools in driving continuous improvement and adapting to market dynamics to maintain a competitive edge.

Running head: HOSPITALITY MANAGEMENT
HOSPITALITY MANAGEMENT
Name of the student
Name of the university
Author note

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Executive summary
The report aims at identifying the various aspects of management of the organization AYERS
ROCK RESORT and the manner in which the proper functioning of the business can be assessed.
on the other hand, the report also exemplifies the duties and the responsibilities of a bartender
who is working in the bar section of the resort and the manner in which the activities of the
bartender helps in the smooth performance of the business to cope up with the expectations of
the patrons who visits the resort. The identification of the measurement tools for the different
aspects that the customer satisfaction, staff satisfaction or the risk assessment has helped in the
proper functioning of the business.

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Table of Contents
Introduction......................................................................................................................................2
Part 1................................................................................................................................................2
1. Objectives and functions..............................................................................................................2
2. Reflection of management activities...........................................................................................3
3. Issues faced during the process....................................................................................................4
4. Future plans.................................................................................................................................4
Part 2................................................................................................................................................5
1. Customer Satisfaction..................................................................................................................5
2. Staff Satisfaction..........................................................................................................................6
3. Financial performance.................................................................................................................7
4. Environmental performance........................................................................................................7
5. Risk..............................................................................................................................................8
Conclusion.......................................................................................................................................8
References........................................................................................................................................9

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Introduction
The progression of the hospitality industry is dependent on the understanding of the
needs of the customers and the manner in which the organizations amend to the demand of the
same. The identification of the various needs of the customers has helped the business is the
industry to bring in modification in the systems of the same which is based on the decision
making and management attributes to bring in changes in the systems and processes. On the
other hand, the creation of employment of the staffs as per the expertise and the identification of
the environmental factors faced by the business.
The report focuses on the different management steps that are undertaken by the
organization, AYERS ROCK RESORT, and the manner in which the management of the
organization is facilitated by the factors of employment of the skilled workforce and the
identification of the environmental and the financial factors. It also exemplifies the risks that are
associated with the processes that are undertaken by the business while functioning. The
demonstration of the different factors of the management of the organization helps in the
understanding the different aspects of the change that the organization might undertake to
facilitate the change in the systems of the business.
Part 1
1. Objectives and functions
I was appointed as the bartender of AYERS ROCK RESORT where my main objective
was to mix and serve drink to the patrons as per their preferences. The major functions that I am
required to undertake as per my job description are being discussed in this section:
 Clean bars, work areas, and tables.

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 Take customer orders.
 Serve wine, and bottled or draft beer
 Balance receipts.
 Clean tableware.
 Process customer bills or payments.
 Mix ingredients.
 Plan, organize, and control the operations of a cocktail lounge or bar.
 Order or requisition liquors and supplies.
 Serve snacks or food items to customers seated at the bar.
 Plan bar menus.
 Create drink recipes
2. Reflection of management activities
The management activities that I am required to undertake is dependent on the
identification of the needs of the customers who visits the bar and thereby formulating strategies
to meet their expectations. The key aspects of the job role that I fall into are dependent on the
factor of customer satisfaction, which will be facilitated through the identification of the
preferences of the customers and amending them with the same. On the other hand, the
assessment of the bills of the customers requires a training on the audit of the accounts which
helps in the proper management of the financial abilities. In order to manage the smooth
functioning of the bar will all the required resources is a managerial skill that is required to be
incorporated in the individuals aspiring to become a bartender. Planning the resources and the
proper availability of the same to fulfill the needs of the clients is an important function that is

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undertaken by me to understand the different aspects of the management that the bartender must
undertake to facilitate the satisfaction of the customers as per their expectations.
3. Issues faced during the process
During the process of the bartending operations, I faced several issues relating to the poor
availability of the required resources, which affects the proper functioning. The resources as the
wine and the other liquor items might not be available at certain point of time due to improper
predictions exhaust the expectations of the customers. On the other hand, different people react
differently after the consumption of the liquor that intoxicates their senses and they create chaos,
which affects the goodwill of the organization where I work. Understanding the needs of the
people and predicting the reactions is an important function of the bartender, which is a critical
issue, as it requires a study of the human psychologies after getting drunk.
The other issues that are faced by me while undertaking my job responsibility is related
to cleaning up the mess that are created by certain customers after they get drunk. I faced several
instances where the customers are not satisfied with the composition of the drinks that are not
mixed proportionally. Understanding the expectations of the customers is an important part of
the job that I am into. However, as a novice to the job the different aspects of the customer
expectations are not well managed by me. It took time for me to identify the preferences of the
customers and thereby bring in changes in the services that I amend them with.
4. Future plans
The future plans that I have planned for my carrier is to create a bar of my own through
my experience that I will be gathering while working in this organization. The activities that are

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undertaken by me while operating in the job role is based on the understanding of the needs of
the customers and thereby take steps to adhere to their expectations. The different aspects of the
change that I will be possibly bringing into my bar are based on the issues that I am facing while
working in the organization.
Part 2
The identification of the different measurement tools that are utilized by the organization
has helped in the proper development of the organization and thereby assesses the risks that are
associated with the functioning of the same in the markets. The key element of the change that is
undertaken by the organization is based on the understanding of the position of the business and
the manner in which the processes are affecting the customers of the business in the market. On
the other hand, the identification of the needs of the organization to bring in changes in the
systems are based on the proper functioning of the business as per the needs of the customers in
the market. The key tools of measurement of the factors are described in this section of the
report, which illuminates the change needs of the organization in those particular areas.
1. Customer Satisfaction
The identification of the customer satisfaction paradigms of the organization is solved
through the formulation of a customer review form, which is presented to the customers at the
end of their experience in the bar (Ayersrockresort. 2018). It helps the organization in
understanding the areas of the issues that are faced by the customers while attending the services
that are provided to them. The form helps the organization to understand the reason for the
discontent of the customers and thereby bring in changes in the systems to facilitate the need of
the next customer. The review form helps in identifying the different issues that are faced by the

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customers through their feedbacks. It helps the organization in bringing in continuous innovation
in the systems through customer feedbacks. The review form helps the organization in
undertaking steps to train the employees to suit the purposes of the different customers and help
the employees in understanding the different needs of the customers who are attending the
services that are presented by the organization.
2. Staff Satisfaction
Staff satisfaction of the organization is an important step that is required to be taken by
the organization to retain the skilled workforce. The different aspects that affects the interests of
the staff members and affects the smooth functioning of the business brings in issues in the
progression of the organization. The concerned company has taken steps to undertake surveys to
understand the needs and requirements of the staffs (Ayersrockresort. 2018). Undertaking regular
surveys at intervals helps the organizations in meeting the required objective of the organization
through motivation and guidance, which results to the smooth functioning of the business in the
market. A motivated workforce of the organization helps in the smooth functioning of the
processes that are planned by the organization to bring in changes in the systems of the business
(Durmaz 2015). On the other hand, the surveys help the organization to understand the issues
that are faced by the staff members while undertaking their job role. Resolving the issues of the
staff members helps the business to bring in changes in the systems and the situation of the
business in the market. Therefore, the concerned company has taken steps to undertake surveys
to identify the issues and thereby bring in changes to facilitate the needs of the employees.

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3. Financial performance
Identification of the financial situation of the business helps the same in planning to bring
in improvements in the systems. Financial audits help the organizations to understand the
capability of the business to bring in changes in the systems (Ayersrockresort. 2018). The
concerned company has taken steps to undertake internal and external financial audits to identify
the different financial conditions of the market and thereby operate on the change to bring in
improvements in the processes that are undertaken by the business firm. The identification of the
different attributes of the audits are based on the functioning of the organization and the manner
in which the organizations can bring in changes in the systems of the business. Financial audits
helps in the identification of the needs of the organization to develop strategies to bring in
improvements in the financial structure. Therefore, the concerned company has undertaken steps
to bring in improvements in the structure of the business through the identification of the
financial situations.
4. Environmental performance
The analysis of the market attributes of the organization helps in the identification of the
needs of the organization to bring in changes in the systems of the business. On the other hand,
the identification of the various trends in the market through market surveys helps the
organization in understanding the different aspects of the trends in the market circumstances
(Ayersrockresort. 2018). The major aspects of the change that is undertaken by the concerned
business is dependent on the functioning of the organization in the market. the identification of
the environmental factors of the organization helps the same in bringing in modifications in the
systems of the business in the market (Nickson 2013).

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5. Risk
Assessment of the market risks of the business is based on the understanding of the needs
of the organization to formulate policies to sustain in the competitive market conditions. The
identification of the various elements of the change in the organizational structure helps in
bringing forth improvements in the situation of the business. Risk assessment systems of the
organization helps in maintaining the different threats and uncertainties that are faced by the
business in the market (Ayersrockresort. 2018). On the other hand, the identification of the risk
factors helps in predicting the different circumstances that are faced by the organization and
framing the strategies to meet the expectation of the clients in the business. The competition that
is faced by the organization in the market has affected the functioning of the business. The
different risk assessment strategies that are undertaken by the organization are based on the
likelihood of the situations of the threats to occur (Akova, Cetin and Cifci 2015). The
organization has taken steps to maintain a risk assessment matrix for identifying the different
threats that are associated with the changes that are planned by the management of the business.
The risks assessment matrix of the organization has helped the same in understanding the
different levels of threats that are associated with the functioning of the business or probably the
changes that are planned by the same.
Conclusion
Therefore, it can be concluded that the identification of the varied measurement strategies
helps in maintaining the different levels of improvements as per the market requirements to
sustain in the markets. On the other hand, the assessment of the job requirements of a bartender
and the manner in which the management of the bar rests on the proper managerial skills of the
bartender and the manner in which the customer expectations are delivered helps in the proper

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functioning of the organization. The identification of the different measurement tools of the
organization has helped in the proper management of the business and thereby bring in changes
in the systems of the firm.

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References
Akova, O., Cetin, G. and Cifci, I., 2015. The Relation between Demographic Factors and the
Turnover Intention in Pre-Opening Hotel Businesses. Procedia-Social and Behavioral
Sciences, 207, pp.377-384.
Ayersrockresort.com 2018. Ayers Rock Resort - OFFICIAL WEBSITE | Uluru Accommodation
& Tours. [online] Ayers Rock Resort. Available at: https://www.ayersrockresort.com.au/
[Accessed 9 May 2018].
Durmaz, Y., 2015. A Theoretical Approach to Customer Relationship Managment and
Communication. Global Journal of Management And Business Research.
Nickson, D., 2013. Human resource management for hospitality, tourism and events. Routledge.