Analysis of Operational Effectiveness at The Mapple Tree Hotel

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Hospitality Operations
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Table of Contents
Introduction................................................................................................................................3
Main analysis.............................................................................................................................4
Task 1.........................................................................................................................................4
LO1........................................................................................................................................4
LO2........................................................................................................................................5
LO5........................................................................................................................................5
LO6........................................................................................................................................6
Conclusion..................................................................................................................................8
Reference list..............................................................................................................................9
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Introduction
The Mapple Tree hotel is currently facing immense issues in maintaining the quality of their
service, due to which several customers have complained about the poor services and raised
the matter related to the cleanliness and maintenance of accommodation services. Therefore,
the purpose of the study is to illustrate about the specific aspects of operational management
to meet the customer expectations. Along with this, different methods and approaches has
been suggested in the study, which will help the management to increase their operational
effectiveness. The study also attempts to shed light on the current scenario of The Mapple
Tree hotel, by analysing its operational effectiveness as of now.
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Main analysis
Task 1
LO1 Identify the operational aspects required of accommodation services to meet
customer requirements
Hospitality industry is increasingly witnessing changes due to increased customer
expectations and rapid changes in external factors governing the business of the hospitality
sector (Zeng et al., 2019A). Therefore, it is necessary for the management of The Mapple
Tree hotel to identify the key operational aspects necessary for improving the accommodation
services; this will help them to meet their customer expectations, which are:
Food production
This is an important part of the entire accommodation services, which is required to be
maintained and implemented efficiently. This plays an important role in delighting customers
and guests. Therefore, the management at The Mapple Tree hotel must focus on this aspect in
order to enhance their operational aspects. Catering services with increased attention to
cleanliness and maintenance of proper design of workplace is necessary for smooth
functioning and effective execution of operational services (Damiri, and Chan, 2019).
Staffing and scheduling
Staff members and employees have the major role to play in the entire hospitality industry.
The staff members present in the front desk department, individuals working in the catering
services and people involved in providing services to customers fundamentally build the
framework of the organisation as well as create the image of the restaurant. Therefore,
management must implement strategies for workforce management; focus on the
development of organisational culture and enhancement of communication skills.
Cleanliness and maintenance services
Hygiene and cleanliness factors are essential in the hotel industry; therefore, the management
must develop methods and tools to enhance these operational aspects. Management can
invest in providing training and development sessions to employees and other staff members
to build their skills and talents (Zeng et al., 2019B). This is the most crucial factor that is
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misbalanced within The Mapple Tree hotel, thereby, creating problems in efficient
mechanism of accommodation services.
LO2 Examine the operational aspects of accommodation services in relation to any of
the other departments in order to provide high standards of customer service
Accommodation services help a hospitality organisation ensure that the company is offering
standard services to their customers. The services of The Maple Tree have deteriorated in the
recent past, which has resulted in poor rating of the company in TripAdvisor. The company
should focus on different aspects of accommodation services in order to improve the quality
of their services to their customers. Front desk or reception services are one of the essential
aspects that the company need to focus on in order to improve the quality of services offered
to the customers. The front desk service is the first department that interacts with the
customers so it is essential for them to know the different manners in which the customers
should be handled in order to provide standard services (Ahmad and Scott, 2014).
The reception department is also responsible for the management of rooms as well as the
check in and checkout time of the customers. If the front desk is inefficient then there will be
confusion about the rooms and relevant information. In case of any help or information
seeked by the customers, they ask the front desk so it is necessary that the employees
working in the front desk department are aware of the different aspects and are able to
provide relevant information to the customers. The company should provide adequate
training to the front desk employees so that they are aware of the different manners in which
they can serve the customers (Tukamushaba et al., 2012). They should also be equipped with
relevant information that can be required by the customers. These measures will allow the
company to improve the standards of customer service and develop brand image.
LO5 Analyse the effectiveness of operation management practices
The Mapple Tree hotel is currently facing various problems related to the operational
management within the organisation. The direct result of this aspect has been witnessed
through poor feedback from the customers as well as complains regarding the untidiness and
inappropriate accommodation services. In the section below, effectiveness of different
operational aspects has been analysed:
Workforce management
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This is the most crucial aspect of the hotel industry, as they form the fundamental basis of the
entire service sector. At The Mapple Tree hotel, the management has not been able to train
their staff appropriately regarding the execution or delivery of products and services. The
guests at the hotel has been constantly complaining about this aspect, therefore, it clearly
signifies the fact that staff members are not following their job roles and responsibilities
determinately. The management needs to adopt more aggressive strategies for proper
maintenance of talent pool (Sternad et al., 2019).
Compliance management
This is the necessary aspect that the management needs to follow up in order to ensure that
every activity and strategy complies with the industry standards as well as, it is appropriate
enough to meet the expectations of customers. At The Mapple Tree hotel, the management
lacks the proper attention regarding this field and it has not implemented essential practices to
make sure those catering services, delivery of services and various other operational aspects
are aligned with the organisational objectives as well as with the polices set by the regulatory
authority in hospitality sector.
Knowledge management
This refers to the part of management of information and supervision of different activities,
due to the absence of developed and advanced methods and tools for managing employee and
handling various tasks, the management has failed to meet the standards of industry and
thereby failed to delight customers (Moscardo, 2019).
LO6 Discuss approaches to achieve and monitor operational effectiveness
Management at The Mapple Tree hotel require change in their approach and tools to maintain
their excellence in delivering products and service to their guests (Kim et al., 2019).
Therefore, different approaches and methods has been suggested below so that the
management at The Mapple Tree hotel is able accomplish all their objectives and achieve
higher standards in terms of cleanliness, catering services and other accommodation services:
Audit
This is the most essential aspect that is utilised by many companies in order to make sure that
the quality of their services is able to meet the high standards of industry as well as the
increasing customer expectations. Considering this aspect, the management must conduct
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internal audit every month to gather comprehensive information and complete review about
the company and its performance. The management at The Mapple Tree hotel can select an
internal staff to carry out audit and document the entire information in an organised manner,
this information can be used for developing better strategies and well-informed decisions
(Marinesi et al., 2019).
Monitoring sensors
Monitoring sensors refers to the mechanisms that can be used for the development of
enhanced core competencies in each and every field. Currently, the management at The
Mapple Tree hotel has been reliant on age old methods and tools for the supervision and
maintenance of various operational practices. In the current era of technology and
modernisation the managemesnt must focus on utilising these aspects so that greater degree
of efficiency and effectiveness is achieved (Tsaur, and Yen, 2019). The Mapple Tree hotel
can select cloud computing services and social media technology for building their core
competencies and focusing extensively on customer satisfaction.
Calculation of risk
This is a necessary aspect of the entire business, as the management must execute measures
and plans to calculate risk. This way the management can develop a practical approach for
their business and consider the different aspects related to the operational management. The
biggest advantage of using this method is that the management of the organisation can
identify key risks and start development of new approaches and methods for determining
alternative strategies.
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Conclusion
The major conclusion that can be drawn from the above study is that the management of The
Mapple Tree hotel has not been able to cater to the different needs and demands of their
customers, which is why they have not been able to delight the customers in an effective
manner. Absence of suitable strategies regarding the management of workforce, flow of
information and compliance with the industry standards are few primary reasons behind the
poor feedback of customers. Most importantly, the management must adopt best practices to
improve their services, which includes auditing process, monitoring sensors and calculation
of risks. Along with this, the management must build plans to implement training sessions for
every staff member so that they learn more skills, get comfortable with their job roles and
duties.
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Reference list
Ahmad, R. and Scott, N., 2014. Managing the front office department: Staffing issues in
Malaysian hotels. Anatolia, 25(1), pp.24-38.
Damiri, D.M. and Chan, A., 2019. Strategy of Increasing Repeat Purchase in Restaurant
Companies: Study in Bandung City, Indonesia.
Kim, S., Bowen, M. and Wen, X.H., 2019. The ultimate co-creation: leveraging customer
input in business model innovation. AMS Review, pp.1-18.
Marinesi, S., Girotra, K. and Netessine, S., 2019. Threshold Discounting: Operational
Benefits, Potential Drawbacks, and Optimal Design. In Sharing Economy (pp. 347-377).
Springer, Cham.
Moscardo, G., 2019. Encouraging hospitality guest engagement in responsible action:
Building comprehensive theoretical models to support effective action (invited paper for
‘luminaries’ special issue of International Journal of Hospitality Management). International
Journal of Hospitality Management, 76, pp.61-69.
Sternad, D., Krenn, M. and Schmid, S., 2019. Business excellence for SMEs: motives,
obstacles, and size-related adaptations. Total Quality Management & Business
Excellence, 30(1-2), pp.151-168.
Tsaur, S.H. and Yen, C.H., 2019. Service redundancy in fine dining: evidence from
Taiwan. International Journal of Contemporary Hospitality Management.
Tukamushaba, E.K., Musinguzi, D., Katongole, C. and Xiao, H., 2012. Modeling service
quality improvement priorities in selected hotels for efficient service delivery. International
journal of tourism sciences, 12(2), pp.21-43.
Zeng, G., de Vries, H. and Go, F., 2019B. Restaurant chains in China-The dilemma of
standardisation versus authenticity.
Zeng, G., de Vries, H.J. and Go, F.M., 2019A. Authenticity–Standardization Paradox: Case
Study of Expansion Strategies of Restaurant Groups in China. In Restaurant Chains in
China(pp. 61-76). Palgrave Macmillan, Singapore.
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