SITXMGT001 Case Study: Strategic Solutions for Hotel Operations

This case study addresses several operational and staff management issues within a hotel setting. It begins by analyzing problems related to tour operations, such as vehicle maintenance and fuel efficiency, proposing solutions like pre-tour vehicle checks and fuel management. It then examines a complaint of workplace harassment, outlining procedures for handling such issues, including investigation and legal responsibilities. Further, the study investigates operational shortfalls in a hotel, such as increased prawn consumption, poor service reviews, and equipment deficiencies, suggesting solutions like equipment repair and staff training. Finally, it recommends improvements in departmental management, emphasizing food quality, room cleanliness, and overall service delivery. The solutions focus on improving customer satisfaction, ensuring a safe work environment, and enhancing the hotel's operational efficiency. Desklib provides access to similar solved assignments and past papers for students.

Assessment 2

Table of contents
Case study 1.....................................................................................................................................3
1. Describing the monitoring of the work hours of the driver and the efficiency involved............3
2. Showing the consultative process used to allow the procedures and system to be adjusted.......3
3. Listing the measures that could be taken to ensure functional clean vehicles and prevention of
hygiene issues..................................................................................................................................3
4. The delegation process of the new plan.......................................................................................4
5. The necessary of training.............................................................................................................4
6. Describing the day to day operations which would not be negatively affected with the
proposed changes.............................................................................................................................5
Case study 2.....................................................................................................................................5
1. The nature of complaint...............................................................................................................5
2. The procedure that should be followed to receive a complaint from Elena................................5
3. Standard operating procedure that can be used to investigate the complaint..............................6
4. The legal responsibility as a manager in the instance..................................................................6
Case study 3.....................................................................................................................................6
1. Systematic approach for areas to investigate...............................................................................6
2. Solution to the shortfalls..............................................................................................................7
3 The aspect to investigate in the food and service areas................................................................7
4. The staff who would be involved in the process.........................................................................7
Case study 4.....................................................................................................................................7
1. Providing suggestion for effective development implementation of system in each department
.........................................................................................................................................................7
2. The implication for the existing staff for overcoming the issues................................................7
Reference list...................................................................................................................................9

Case study 1
1. Describing the monitoring of the work hours of the driver and the efficiency involved
There was several problems that was associated with the Green tour excursion in which it was
seen that the vehicle ran out of fuel that resulted in 1 hour of shortfall of the trip. Due to this
reason the driver could fill the car fuel before the tour and keep it ready so that the monitoring of
the driver's work hour could be made efficient thereby adjusting with the problem (Stewart and
Brown 2019).
Moreover it was also seen that the air conditioning of the vehicle failed therefore the driver needs
to keep the vehicle checked before starting the tour with customers such that the customers are
satisfied with their tours (Lee et al. 2019).
2. Showing the consultative process used to allow the procedures and system to be adjusted
The consultative process that could be taken into consideration for allowing the procedures and
Systems to be adjusted such that the customers would not be affected with the timeframe given
to them for the tour are as follows-
The tour guide could make the necessary changes according to the feedback that they received
from the customers such as the problem of the air condition in the vehicle and the problem of
fuel deficiency and accordingly keep the vehicle check before hand and ensuring that the vehicle
has enough fuel to make the customers reach the destination on time (Yu et al. 2018).
At the same time the vehicle needs to be check with all the technical faults so that the customers
are satisfied with the journey and feel comfortable in the vehicle during their tour.
Moreover there should be a proper management of the vehicle checking and keeping the
necessary things ready for the customers to feel comfortable and enjoy their journey. For this a
person needs to be appointed who keep the records of the vehicle having proper amount of fuel
according to the kilometer it would be running and having all the technical faults resolved
(Lawes 2018).

3. Listing the measures that could be taken to ensure functional clean vehicles and prevention of
hygiene issues
The measures that could be taken into consideration for Clean vehicles and prevention of
hygiene issues are as follows
The management needs to hire a manager who would take care of the cleanliness and hygiene of
the cutleries and the food that would be served to the customers.
Fresh Food needs to be get ready for the customers to be served in proper container which would
not make the customer feel dissatisfied (Bush, Bell and Middlewood 2019).
Along with that a proper way needs to be taken into consideration that would be followed while
serving the food to the customer thereby maintaining the hygiene so that the customers do not
feel sick and unhygienic after the consumption of the food.
Apart from that light food such as fruits juice and light snacks should be provided to the
customers so that they do not feel sick because heavy food during the journey can make the
customers feel acidic and unwell (Stewart and Brown 2019).
4. The delegation process of the new plan
In the new plan the manager would be hired by the organisation who would keep the vehicle
ready with fuel ensuring that all the technical faults are resolved.
At the same time proper care should be taken for the food and the hygiene so that the customers
do not feel sick and unwell after having the food and the satisfied with the container in which the
food is served to them.
Moreover the place such as washrooms needs to be check that they are cleaned of pests and
reptiles and proper hygiene is maintained with the supplier water and room fresheners to avoid
any kind of problems arising which would make the customers feel uncomfortable.
5. The necessary of training
Training would be necessary for the staff who are concerned with the service they would be
providing to the customers because it is with the good service provided to the customer the
customers would feel comfortable and satisfied with the tour which food help the organisation to
earn profit. Therefore the budget that would be necessary for the training to be given by the

organisation is $2000 to ensure that all the necessary skills and knowledge are upgraded among
staff to provide satisfactory service to the customer.
6. Describing the day to day operations which would not be negatively affected with the proposed
changes
The day-to-day operations would not be affected with the proposed changes of keeping the
vehicle ready with fuel and resolving all the technical defaults as there would be other people
hired that is the manager to keep a check in in the necessary requirements for helping the
customers feel comfortable and satisfied with the service provided by the organization.
Case study 2
1. The nature of complaint
According to the case scenario the nature of complaint is a silent offensive remark or ill
treatment made towards Elena the front office clerk by her supervisor. In the complaint states
that an urgent appointment is required for a meeting in which she explain that her supervisor in
the front office frequently make silent offensive remark and stocks her on multiple locations after
work. At the same time he also sets the same rosters for her shift when he is on that roster in the
office and behaves ill with her (Tučková and Jabbour 2019).
2. The procedure that should be followed to receive a complaint from Elena
The procedure that would be followed to receive a complaint from Elena is as follows
At first a written letter needs to be placed by her to the concerned authority stating the complaint
in brief.
Then a meeting need to be held between the two parties that is Elena and the supervisor such that
the brief circumstances could be acknowledged by the concerned authority from both the parties
(Yu et al. 2018).
After which a warning would be given to the supervisor in the front office to be careful with his
approach towards the office staff and ensure proper behavior being followed in the office.
In case the warning do not work then the supervisor should be fired from the office for the safety
and security of the employees working in the office such that they get a safe working
environment and are satisfied with their job in the office.

3. Standard operating procedure that can be used to investigate the complaint
The standard operating procedure that could be used in the office for investigating the complaint
is that taking the proper information from both the parties that inverse Elena and the supervisor
and getting the proper knowledge about the circumstances and the situation faced by Elena in the
office. At the same time the CCTV camera needs to be checked by the concerned authority to
ensure that whatever complaint has been placed by Elena is real and accordingly the measures
would be taken against the supervisor who is in charge of making silent offensive remarks upon
Elena (Delmas and Pekovic 2018).
4. The legal responsibility as a manager in the instance
The legal responsibility that would be taken into consideration being a manager is that proper
investigation needs to be made by me to understand the situation and get the brief knowledge
about the circumstances that is faced by Elena in the office. Moreover I have to listen to both the
parties and accordingly decides the measures that would be taken in respect to the situation that
arise in the office. Special security like CCTV camera needs to be installed and properly checked
to investigate the matter. Moreover when the matter is investigated and proper proof is obtained
the concerned legal authority need to be involved in the case so that in future such instance do
not happen in the workplace and the workplace becomes a safe place for the employees to work
and have their job satisfaction (Lawes 2018).
Case study 3
1. Systematic approach for areas to investigate
The systematic approach that would be taken into consideration for the areas of Investigation are
as follows
The increase number of Prawns during the dinner service on Wednesdays to Fridays that has
doubled.
The number of operational issues that needs to be taken into consideration in the Ocean View
Hotel that is creating a bad publicity in social media and on Trip Advisor.
The delay in the mail service and poor-quality meals served in the hotel the customers.
Lack of equipment capacity in the hotel need to be checked.

The staff of the hotel needs to be addressed about the issues that are being faced by the respected
organisation.
2. Solution to the shortfalls
The solution to the shortfall of the equipment is that the repairing of the equipment’s need to be
made in the respected organisation so that proper access to capacity equipment would be
available for serving good quality meals to the customers (Liu et al. 2019).
3 The aspect to investigate in the food and service areas
Aspects that needs to be investigated in the food areas are the equipment’s that needs to be
repaired such that proper meals are prepared for the customers and the customer satisfied with
the food served by the hotel. And the service area that needs to be investigated are the on time
delivery of meal to the customers and taking keen concentration in the operations and service
that are provided by the staff to the customers from Wednesdays to Friday.
4. The staff who would be involved in the process
The staffs who would be involved in the process are the waiters, the servers the managers and the
Chefs.
Case study 4
1. Providing suggestion for effective development implementation of system in each department
Departmental supervisors need to take proper charge of the food and beverages to be a good
quality that are served to the customers in the hotel (Buckley and Halbesleben 2019).
The presentation of food needs to be taken into consideration by the head chef and the manager.
The rooms need to be arranged properly and the manager concern for the room cleanliness need
to take care of the system to ensure that proper work has been performed by the employees.
2. The implication for the existing staff for overcoming the issues
Implications that could be taken into consideration is there a proper management needs to be
done by the concerned manager of all the departments that all the wall putty performed in a
profound manner. At the same time regular checking needs to be done by the concerned

authority so that there are no floors in the service provided by the employees to the customers
(Delmas and Pekovic 2018).

Reference list
 Buckley, and Halbesleben, J.R. eds., 2019. Research in personnel and human resources
management. Emerald Publishing Limited.
 Bush, T., Bell, L. and Middlewood, D. eds., 2019. Principles of Educational Leadership
& Management. SAGE Publications Limited.
 Delmas, M.A. and Pekovic, S., 2018. Corporate sustainable innovation and employee
behavior. Journal of Business Ethics, 150(4), pp.1071-1088.
 Lawes, A. ed., 2018. Management skills for the information manager. Routledge.
 Lee, H.W., Pak, J., Kim, S. and Li, L.Z., 2019. Effects of human resource management
systems on employee proactivity and group innovation. Journal of Management, 45(2),
pp.819-846.
 Liu, Y., Chan, C., Zhao, C. and Liu, C., 2019. Unpacking knowledge management
practices in China: do institution, national and organizational culture matter?. Journal of
Knowledge Management, 23(4), pp.619-643.
 Stewart, G.L. and Brown, K.G., 2019. Human resource management. Wiley.
 Tučková, Z. and Jabbour, C.J.C., 2019. Greening the hospitality industry: How do green
human resource management practices influence organizational citizenship behavior in
hotels? A mixed-methods study. Tourism Management, 72, pp.386-399.
 Yu, M.C., Mai, Q., Tsai, S.B. and Dai, Y., 2018. An empirical study on the
organizational trust, employee-organization relationship and innovative behavior from
the integrated perspective of social exchange and organizational
sustainability. Sustainability, 10(3), p.864.