SIT50416 Hospitality Management: Detailed Case Study Analysis

This document presents solutions to three case studies related to hospitality management, likely as part of the SIT50416 Diploma of Hospitality Management. The first case study addresses issues within a tour excursion company, including driver behavior, food quality, vehicle hygiene, and employee requirements, proposing solutions like a Driver Monitoring System and improved food handling procedures. The second case study deals with a harassment complaint, outlining the proper procedure for receiving complaints, investigation aspects, and actions to punish the culprit. The third case study focuses on improving meal services and food quality, suggesting a systematic investigation process and resource management. It concludes with actions to improve service quality for both new and existing staff.

Running head: Hospitality Management
HOSPITALITY MANAGEMENT
Name of the Student
Name of the University
Name of the Author

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Table of Contents
Case Study 1...............................................................................................................................1
Addressing the significant issues regarding drivers:..............................................................1
Addressing the problems related to the food quality of the tour agency:..............................1
Maintaining the Vehicle hygiene:..........................................................................................2
Employe Requirment:............................................................................................................2
Grounding:.............................................................................................................................2
Impact of the approached operations:....................................................................................2
Case Study 2...............................................................................................................................3
Nature of the complaint:.........................................................................................................3
Right procedure to recive the complaint:...............................................................................3
Aspects of investigation:........................................................................................................3
Action taken in order to punnish the culprit:.........................................................................3
Case Study 3...............................................................................................................................4
Systematic Investigation process:..........................................................................................4
Addressing the problem:........................................................................................................4
Aspect of investigation:..........................................................................................................4
Resources of the investigation:..............................................................................................5
Case Study 3...............................................................................................................................5
Action taken for to improve the service quality:....................................................................5
Action taken for the existing staffs:.......................................................................................5

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Case Study 1
Addressing the significant issues regarding drivers:
In order to address the issues regarding drivers working hours and work efficiency,
the transport company should implement a Driver Monitoring System (DMS) formally
known as the Drivers Attention monitor.
The following problems can be monitored with the help of DMS:
 Drivers behavior towards the passengers.
 Drivers acquiescence with traffic rules.
 Vehicle speed.
 Drivers alcohol influences.
 Utilization of safety guards.
 Location.
Addressing the problems related to the food quality of the tour agency:
It has been observed that most of the customers have complained about the poor food
quality as well as their unhygienic food serving service. In order to avoid this significant
problem mentioned by the customers, it is necessary to change the chef as well as the chef
should be provided with fresh food resources. And they should also opt for a safe food
handling procedure in order to serve hygienic foods to the customers.

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Maintaining the Vehicle hygiene:
According to McClellan et al., (2015) in order to maintain the vehicle hygiene these below
factors should be measured:
 The vehicles must be carefully investigated before the use of it.
 The driver should be aware of the fuel resources as well as they should keep the fuel
in stock.
 The drivers should always keep repairing tools in case of an emergency occurs.
 Before departing from any destination to another the vehicles should be washed very
well.
Employe Requirment:
As the Duty manager of “Green Tour Excursion” it has been observed that it is very
essential to hire a new employee in order to assist the chef and a mechanic to resolve the
problems regarding vehicles.
Grounding:
It is very necessary to train the new employees with proper guidance as they are new
to the organization.
Impact of the approached operations:
The day to day operations will not get affected as the proposed strategies will surely
help to resolve most of the mention problems by the customers. It has been observed that
most of the customers have raised issues regarding food quality, drivers behavior, and vehicle
hygiene the proposed strategy can help to address all the problems.

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Case Study 2
Nature of the complaint:
As complained by Elena the behavior of her supervisor will be considered as the
shameful offense of stalking and harassing a female co-worker.
Right procedure to recive the complaint:
According to Buchanan et al., (2014) in order to receive these types of complaints
from employees, there are several investigations to operate. At first, there should be an
acknowledgment to the person who has reported it, as an HR manager it demands to listen to
all the facts and evidence after that the investigation should progress.
Aspects of investigation:
Based on the study of Markwell et al., (2015) considering various aspects of EEO,
there are several steps of investigation about the complaint which are mentioned below:
1. Listen to the victim.
2. Gather all the documents.
3. Start investigation through those documents
4. Follow the company’s anti-harassment rule.
5. Analysis of its impact on the victim.
6. Put a step towards media.
7. Take legal action.
8. Make sure the culprit gets enough punishment for his activity.
Action taken in order to punnish the culprit:
As a manager of this organization, I must take an action to terminate the culprit from
my company and circulate a warning as well as an awareness towards these types of

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activities. Another essential action will be taken to provide training to the female workers in
order to protect themselves from these types of harassment.
Case Study 3
Systematic Investigation process:
Rather than performing a pointless investigation, the management should opt for a
systematic investigation process to improve their meal services and food quality (Ravi et al.,
2015). In order to perform a systematic investigation some specific steps should be taken
which are mentioned below:
1. Identification of the issue.
2. Communicate with the employees.
3. Ground the employees.
4. Provide advance resources.
5. Efficient work process.
6. Evaluate the outcome.
7. Observe the success of the approached operation.
Addressing the problem:
As per the case study there are still 5 months left to get the new budget the chef
should remove some dishes from the menu in order to improve their speed and work
efficiency. After getting the new budget the chefs will provided with advance kitchen
equipment as well as few more assistant.
Aspect of investigation:
An investigation committee should opt for the aspects of food and beverage quality.

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Resources of the investigation:
In order to progress the investigation, the committee should involve the chefs and
hotel staffs to perform the investigation and will also opt for customer feedback.
Case Study 3
Action taken for to improve the service quality:
In order to avoid the mentioned problem, the management staff should opt to provide
training to the new staffs about the presentation and behavior. Adopting this approach will
help the staffs to provide uniform services to their customers.
Action taken for the existing staffs:
The management should also opt to provide training to the existing staffs as well, for
the shake of their working progress and longevity in the organization.

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Reference List
Buchanan, N. T., Settles, I. H., Hall, A. T., & O'Connor, R. C. (2014). A review of
organizational strategies for reducing sexual harassment: Insights from the US
military. Journal of Social Issues, 70(4), 687-702.
Markwell, A., Smith, S., Michalski, M., Conroy, S., & Bell, A. (2015). Performance
management versus bullying and harassment: an educator perspective. Emergency
Medicine Australasia, 27(5), 468-472.
McClellan, S., Catten, J. C., & Follmer, T. (2015). U.S. Patent No. 9,129,460. Washington,
DC: U.S. Patent and Trademark Office.
Ravi, K., & Ravi, V. (2015). A survey on opinion mining and sentiment analysis: tasks,
approaches and applications. Knowledge-Based Systems, 89, 14-46.