Work-Based Learning: Project Experience Evaluation at Workplace

This report presents a work-based learning project focused on new project expansion within the hospitality industry, specifically at the Savoy Hotel in the UK. The project addresses issues related to customer attraction by implementing timely and accurate customer service strategies. It details the planning and initiation of the project, including stakeholder meetings, scope definition, goal setting, task assignment, and risk evaluation. The report also covers project management, monitoring, and evaluation using the project life cycle, emphasizing initiation, planning, execution, monitoring, controlling, and closure. Furthermore, it discusses project completion deadlines, achieved benefits, and a reflection on workplace learning experiences, highlighting improvements in understanding project management and customer service dynamics. The goal is to enhance customer satisfaction, improve revenue generation, and foster new opportunities for the organization.

Work-Based Learning

TABLE OF CONTENT
INTRODUCTION...........................................................................................................................3
MAIN BODY...................................................................................................................................3
Plan and initiative of the new project with expansion of targets, aims and objective.................3
Managed, monitor and evaluate they project progress with application of appropriate project
life cycle.......................................................................................................................................5
Project completion deadline and achieve benefits to stage of aim and objective........................7
Reflection and evaluation of the learning and experience at the workplace................................9
CONCLUSION..............................................................................................................................10
REFERENCES..............................................................................................................................11

INTRODUCTION
New project expansion in hospitality industry requires management of various aspects
like customer demands, effective atmosphere, cleanliness in room and food services and many
more. Front office manager play major role in hospitality industry success because they do have
potential to develop continues essential changes which mainly requires for organization
performance effectiveness (Mitrofanova and et.al., 2019). Savoy Hotel is all above refers to
hospitality industry which is situated in UK. It provides multiple services like restaurant, room
facilities with quality of services. This organization front office manager decide to assign new
project which is timely and accurate customer service. Front manger evaluate that this
organization mainly suffer issues from customer attraction expansion, so they consider engaging
effective approaches for management of customer service. This study will useful for provide
information about new project expansion, management, monitor and progress development with
project life cycles. Also, it will evaluate project completion time including with experience
evaluation.
MAIN BODY
Plan and initiative of the new project with expansion of targets, aims and objective
From the identification of organization performance front manger evaluated that this
business services mainly affects from laziness in customer service. From the evaluation of this
project manager clearly decide that they do have to prepare plan for timely and accurate
customer service distribution (Noordeloos, 2018) Accurate customer service include various
factors. So when front manager decide that they do have considered to applied timely and
accurate customer services its very essential they do have to follow effective plan which has
power to mage various task with effective manner. Major purpose of plan and initiative project is
to performance effectiveness and new opportunity expansion in organization.
New project plan and initiate:
Front office manager decides to generate and prepare new project plan with utilization of
specific steps of project plan are as follows,
Identify and meet with stakeholder:
In context of customer services its essential that manger firstly communicate and discuss
major issues of customer and then evaluate factors like hotel staff members not provide good
services, safety security issues and many more. From the discussion with client it has been

identified that effective customer services mainly influence from the performance of hotel staff
members. And manager also communicate with employee who has responsibility to provide
services to customer so almost employee explain that lack of resources and motivation affect
customer service activity (Sousa, Monteiro and Machado, 2021)
Project scope: Idea about this term front office manager decide that they easily create scope that
efficiency expansion and customer attraction development can be only possibles with motivation
and new skill development. From the knowledge about this term front manger clearly decide to
engage motivation and new skill training from specialist or experts.
Set project goals and objectives: From the identification of front office manager its clear that
new project which is accurate and timely customer services. This project expansion major goal is
to engage customer attraction and it influences performance of overall organization which is
beneficial for revenue generate.
Assignment of tasks: Completion of training and goal evaluation next is essential that front
manger consider towards with the distribution of work. Like expansion of leader or manger for
every department of hospitality industry like in food services distribution they do have to engage
chef experts and leader who mainly take care of customer needs and front manager when
develop research on that customer services get also influence from timely room services, so they
also decide to engage new employee who has great skills and remove employee who not provide
good services.
Evaluate risk: Completion of distribution of work front office manager has to develop continues
identification of employee performance towards with customer for risk management. Risk
analysis is important term for front office manager because they do have responsibility to mange
overall organization performance. Identification of risk factors provide ideas to manage risk with
impressive manner because its easier to mange various tasks with new approaches expansion and
new skills development within in hotel industry practices.
Target Efficiency and effective performance
expansion of business in competitive market.
And customer engage ratio influence and
affects with expansion of effective service
development with motivation expansion on
employee (Nilsson and Aquino, 2021). And

provide them essential and require training
which influence customer attraction with great
manner.
Aim The major aim of this project expansion is
front manger evaluate that customer not attract,
and they get dissatisfy with the services so
from the identification of this activity they
develop new project which is timely and
accurate service distribution to customer for
revenue and new opportunity's expansion.
Objectives Customer satisfaction development with
distribution of timely and accurate service
distribution. Also, front office manager do
proper plan for completion of object with
selection of right candidates who has potential
to influence customer attraction and provide
them effective services.
Managed, monitor and evaluate they project progress with application of appropriate project life
cycle

Hospitality industry front office manager has multiple responsibilities, and they develop
continues tasks with effective manner. Because revues expansion and customer attraction
development in hotel is only develop by new and effective practices of front office manager.
New project progress and effectiveness can be effectively managed by application of project life
cycle tools because application of all these factors represent effective structure are as follows,
Initiation: Front office manager clearly decide that they mainly prepare project on accurate and
timely customer services. Its essential aspect that at initiation stage front manager prepares
specific goal, and they decide to create goals and object is new opportunities' expansion with
distribution of effective services to customer. Hospitality industry performance can be only
effectively managed when they do have effective front manager who mainly prefer towards with
the new and essential project develop for expansion of benefits (Zaman and Aktan, 2021).. So
hotel front manager decide that they do have to engage new employee and fire employee who not
perform their task with great manner.
Planning: Next step is planing front office manager prepares effective paling that they decide to
hire new employee, training, skill development and provide them all audience which requires for
the customer satisfaction. Planing is one of the major essential steps so front manager has
Figure 1: Project management life cycle

responsibility that they hire engage towards with the planing that's the reason they clearly explain
to employee for improvement expansion in performance for customer attraction.
Execution: Completion of plan front manger execute plan, and they evaluate employee
performance that they provide timely and accurate services to customer or not. It includes
activities where front office manager provide instruction to employee, and then they preform
their task. So basically it means distribution of work according to employee skills identification
which makes more effectiveness in project completion.
Monitoring and controlling: Completion of executive front manger evaluate individual
performance, and then they provide guidance and monitor to employee for their performance
effectiveness. Development of monitoring process then front office manager as responsibility to
develop control on employee activities if they not consider providing good services then it badly
affects on business activities (Szromek, Herman and Naramski, 2021)
Closure: Completion of this activity front office manager evaluate final closure with the helps of
customer attraction and their reviews evaluation and employee performance identification and in
case more training or motivation require by employee its essential that front office manager
provide to them for performance effectiveness.
Application of project lie for project development makes more effectiveness because it
provides idea abut which essential aspects business management has to consider. In context of
front office manager when they consider getting success in new project they do have to focuses
towards with the PLC. From the utilization of this cycle gives idea about completion of work
within in specific time period.
Project completion deadline and achieve benefits to stage of aim and objective
From the application of project life-cycle front office manager manage various task with
effective manner and on specific time. Front office manager decide they do have to complete this
project within 15 to 30 days with distribution of training, engagement of new human resources
and for completion of other works (Leyva and Parra, 2021). So from the completion of project
within deadline they do multiple activities and engage effective completion of project steps are
as follows,
 Expansion and evaluation of planing stage clearly provide development of this project I
hospitality industry defiantly provide various range of benefits like customer get satisfy,
they feel more engage and connected towards with business activities, consider and

prefer to spend money for food, room, holiday programmes and many more. Front office
manager analyse factors which influence on timely and accurate customer service. And
also develop study on which essential feature like for this project front office manager
evaluate activities and performance identification of employee and customer satisfaction.
 From the evaluation of this activity front office manager prepares project plan where they
mainly concern towards with aim, object, and project completion plan. For the timely and
accurate customer service mainly influence by lack of effective performance by
employee, staff member's not communicate with well manner, they not provide services
on time to customer and many more. From the idea about this activity front office
manager evaluate that customer engagement and their interest rate continuously reduce
from employee bad behaviour.
 Perfect and effective development of planing for new project makes more efficiency in
completion of work within specific time. So distribution of work to employee and
provide them proper knowledge about how to perform given task. Completion of this
activity next is evaluated employee performance and analyse which employee not
performing their task with great manner. In case individual employee not performing
their activity with effective manner, front manager has responsibility to communicate
with employee and discuss with problems and issues which factors affects their
performance.
 Completion of performance evaluation next is identification of customer reviews and
their requirement identification which means they get satisfied from the expansion of new
project or not. Application of this step very essential for front office manner because they
do have responsibility to evaluate overall hospitality industry performance. This term
mainly includes monitoring and controlling approach which makes more consistency in
business activities of hospitality industry. Because its essential approach when front
office manager develop execution of plan. Regular evaluation of individual performance
and expansion of review from customers provide more clarity in which essential
resources and require for more effectiveness expansion in hotel (Siddiqui and et.al.,
2021).
 Project completion is performance testing has power to provide so many benefits and
from the utilization of testing approach makes more clarity that this specific project

makes efficiency in hotel industry performance or not. Quality and consistency expansion
in business performance makes sure font office manager evaluate profit ratio. So from the
evaluation of employee performance and monitoring and controlling activity. Its essential
that front office manager concern towards with the closure activity. Because its very
essential for long term suitability and final project delivery within specific time. Closure
activity or stage aim is to evaluate overall hospitality industry performance and
identification of revenues. In case revenue will not highly influence then makes sure for
office manager concern towards with the new plan or create more effectiveness decisions
for long term growth or expansion of new opportunities.
4 Reflection and evaluation of the learning and experience at the workplace
Work on this project helped me a lot to learn or explore different things, as for
completing the role of front desk supervisor I experience many things. Before working on this
project I always think that front desk manager only look for their work and to handle the guest,
but by working on this I came to know that managing front desk department involves the lots of
challenges as to manage the resources so that hotel will be able to achieve their goals and
objectives. Previously I feel that I am not able to effectively communicate with others, as I
always used to be a introvert, I didn't talk to much, but by approaching this project I gain
confidence (Sangpikul, 2021). This confidence helped me to converse with my team members or
others effectively, therefore I develop communication skill to improve it further I will proceed to
take part in group discussions, debates. As managing the front desk department is very
challenging for me but my 5-6 month experience help me a lot throughout the project. I worked
in a hotel for several months, so I was quite familiar with the terms, whenever I feel that I will
not be able to solve this thing, but in such I use my experiences which help me to solve any
problem. I possessed a little knowledge about the supervising but after working on this module
helped me to clear all my doubts about the supervision, also I develop the decision-making skill
to make decision for my hotel.
During the project journey I use the swot, Pestle and porter five model to make this
project efficient and free from any error. I strongly feel that external and internal aspect plays an
important role, as it helps to know the areas of the improvement. This models helps to prevent all
negative and bad impact which might cause severe problem in the future. I come to know about

the efficiency of the SWOT model as its factors are effective in order to give information about
the strength, weakness, threat and opportunity, as it helps me and my team-mates to come across
to our stronger and weaken area, so that we can plan accordingly to complete this project
(Bagnera and Szende, 2021). Along with the SWOT model I also come to know the benefit of
the PESTEL model with this I was able to know the current political, economical,
environmental, technological impact. I learn that customer in the modern era do not want to wait
in the queues as they want their work to be done as fast as possible, so all it is the responsibility
of the supervisor to provide all services that focus on new technologies in order to fulfil the
demand of the customer. Porter five model also help us to know about the competitive
environment of the market, as for the supervisor role it is important to know the bargaining
power of the customer, so that they will proceed to prepare the strategies accordingly. So, overall
I can say that I learn a lot from this project, and I also develop a confidence to carry out this role
in my career.
CONCLUSION
It has been summarized from the above reflective study about front office manager when
decide to develop new project they do have multiple responsibilities. Also, they do have to
consider and prepares proper plan, aim, object and many more business performance
effectiveness. It has been identified that front office manager develop continues effective
practices for Savoy hotel performance effectiveness because front manager evaluate that
employee not provide effective services to clients, so they get dissatisfy from their services. It
has been also evaluated from the project identification that application of project plan, project
life cycle and project deadline completion and many more, great approaches which useful for
perfect and impressive project development and execution as well as evaluation of employee
performance. So from the identification of multiple practices which is done by front office
manager it ah been clear that they play major role in hospitality industry success and expansion
of new opportunities.

REFERENCES
Books and Journals
Siddiqui, S.A., and et.al., 2021. Rural Tourism as a Transformative Service of Community Well-
Being: A Systematic. Planning. 16(6). pp.1081-1090.
Leyva, E. S. and Parra, D. P., 2021. Environmental approach in the hotel industry: Riding the
wave of change. Sustainable Futures. 3. p.100050.
Szromek, A. R., Herman, K. and Naramski, M., 2021. Sustainable development of industrial
heritage tourism–A case study of the Industrial Monuments Route in Poland. Tourism
Management 83. p.104252.
Zaman, U. and Aktan, M., 2021. Examining residents’ cultural intelligence, place image and
foreign tourist attractiveness: A mediated-moderation model of support for tourism
development in Cappadocia (Turkey). Journal of Hospitality and Tourism
Management. 46. pp.393-404.
Nilsson, P. Å. and Aquino, J., 2021. The Interplay of Stakeholder Theory and Blind Spot Theory
in Rural Tourism Development. Athens Journal of Tourism. 8(2). pp.89-106.
Sousa, F. C., Monteiro, I. P. and Machado, C., 2021. Effectiveness in Group Facilitation
Training in the Hospitality Industry: A Case Study. Journal of Tourism and Hospitality
Management. 9(1). pp.26-45.
Noordeloos, T., 2018. Sustainable tourism development in Amsterdam Oud-West. Research in
Hospitality Management. 8(2). pp.133-141.
Mitrofanova, I. V., and et.al., 2019. quality management of cluster institutional development:
new trends and the best practices in regions of the world and russia. International Journal
for Quality Research. 13(2).
Bagnera, S.M. and Szende, P., 2021. Organizing Staff. In Operations Management in the
Hospitality Industry. Emerald Publishing Limited.
Sangpikul, A., 2021. Understanding resort service quality through customer
complaints. Anatolia, pp.1-14.