Reference no: EM132316412

Task 1 - ‘TRADEWINDS HOTEL'

BACKGROUND INFORMATION

The ‘Tradewinds Hotel' is located in Cairns, in tropical North Queensland.

The resort style hotel has 400 rooms, two (2) restaurants, three (3) bars, a conference centre, kids club, fitness centre and five(5) swimming pools.

It has a reputation as being a holiday paradise and is one of the most popular resort hotels in Cairns.

In the peak season (May to November), the ‘Tradewinds' enjoys occupancy of above 90%, however the ‘wet' season may see occupancy drop to 60%.

The resort is popular with families and couples. Most bookings are FITs and group tours.

They do attract some corporate business with their conference centre.

About 50% of their guests are from Australia (mostly Melbourne and Sydney), with the rest from overseas, predominantly, the UK, USA, Canada and Japan.

The ‘Tradewinds' has four (4) room types, as follows:

1. RESORT STYLE (200 ROOMS)

- Basic motel style accommodation, with each room having 1 double and 1 single bed.

- Maximum occupancy 2 adults, or 2 adults and one child.

- Rack rate $180.00 per night

2. TROPICAL ROOMS (80)

- These are also motel style accommodation, with each room having 1 double and 1 singe bed. However, they are more spacious than the Resort style rooms.

- Rack rate $220.00 per night

3. RAINFOREST APARTMENTS (80)

- These are self-contained apartments, featuring a kitchenette, separate bedroom with queen sized bed, and a lounge room with two (2) single divans (couches that turn into beds). A trundle bed is also located under one of the divans.

- Maximum occupancy: 4 adults or 2 adults and 3 children.

- Rack rate $300 per night

4. HARBOUR VIEW SUITES (40)

- Large, luxurious, self-contained suites, featuring separate lounge, kitchen, two (2) bedrooms, two (2) bathrooms and harbour views. The master bedroom has a king sized bed and en-suite with spa. The 2nd bedroom has two (2) single beds.

- Maximum occupancy: Four (4) adults or Two (2) adults and Two (2) children.

- Rack rate $500 per night

All rooms have features such as Fans and air conditioning, Daily cleaning service, T.V., in-house movies, Refrigerator, Hairdryer, Tea/coffee facilities and mini bar.

As part of the Rooms Division Management team, you need to allocate each team member one of the following positions:
Team member name

1. Front Office Manager
2. Reservations Manager
3. Reception Manager
4. Concierge
5. Executive Housekeeper
6. Communications Manager
7. Duty Manager
8. Night Manager

Someone needs to assume the role of secretary for the meetings.

This role is to be shared.

TASK: PRACTICAL APPLICATION

BRIEF

The general manager is unhappy with the average room rate of the hotel and has asked your team to implement strategies to improve the average room rate by at least $10 by the end of next month.

The lower than desired average room rate may be due to:

- Room rate discounts (as a result of complaints)
- Upgrades being given (complimentary)
- Not many rooms being sold at rack rate

TASK

Conduct a team meeting to discuss the causes of the problem and make recommendations. Minutes must be taken, with recommendations of actions to be taken tabled (recorded).

Please ensure that you take detailed notes and carefully complete all sections of the meetings minutes template that has been provided for this assessment.

Task 2

PART A: DIRECT EVALUATION OF TEAM PERFORMANCE

1. Based on the below two (2) video hyperlinks, find out the main leadership characteristics and qualities and write them in the following table.

2. Review both then President Barack Obama's and Mitt Romney's 2012 convention speeches.

Write half a page overview on at least one (1) leadership characteristic and quality of each leader. Justify your findings.

PART B: REVIEW OF DOCUMENTATION AND PROFESSIONAL DEVELOPMENT ACTIVITIES

1. Use a two-column table to define the various styles of leadership. Apart from referencing the following, you are encouraged to do further research for defining the following five kinds of leadership? You must use reference.

2. Write half page analysis on referencing President Barack Obama's and Mitt Romney's, to match with the above five (5) styles of leadership discussed in Question 1.

3. Review the following Internet article:

Choose any leader and explain their ‘self-performance' and ‘continuous professional competence' that makes them famous in the corporate, political or sporting world?

4. Review the following Internet articles:

Based on your findings from the above articles, write at least half page summary in reference to the ‘Ethical Leadership Framework'

5. Watch the 4.5 minutes video: and the article at on ‘Mahatma Gandhi'.

Justify whether Mahatma Gandhi demonstratedethical conduct in all areas of work and encouraged others to adopt ethics?

Explain in reference to the ethical leadership framework

Task 3

CASE STUDY ‘DELEGATION'
PREAMBLE
‘FEAST BAR AND GRILL'
For the purpose of this case study, imagine you are a full-time supervisor in ‘FEAST Bar and Grill', and that its hours of operation are 11am to 11pm Tuesday to Sunday inclusive. The restaurant is fully licensed and serves lunch and dinner, as well as a variety of bar food.

Your usual work hours are 11am to 8pm, Tuesday to Saturday and you have 10 staff, including two full-time bar attendants who prepare drinks, coffees and cocktails, 7 casual floor staff who take and deliver orders and clear tables and a cashier who handles all customer payments.

The restaurant team has a variety of targets for key performance indicators to meet, which include:

- To increase overall sales by 10%
- To increase coffee sales by 15%
- To increase job satisfaction rating by 20% (an increase in the overall satisfaction rating on the Employee Job Satisfaction Survey)
- To maintain the skill level of staff (maintain competency standards)
- To increase customer satisfaction rating by 5% (Overall satisfaction rating on the Customer Evaluation Cards)

At the moment, your team is struggling to meet any of these targets. You have not had a weekly meeting for the past month, because you feel you don't have the time. Communication with employees is often in the corridor or a quick chat in the staff room.

As you work long hours, you often feel tired and worn out. It is rare for you to leave work before 9.30pm and you usually arrive early to catch up on tasks not completed. You feel like there is never enough time to complete your usual duties, never alone plan for the future. You would like your staff to take on more duties than they currently do, however your team appears to show little initiative and often stand around when work could be done. You know you have problems, but are not sure how to fix them.

Senior management keeps calling for reports and is demanding better results. Sales targets are not being met, expenses are increasing and profits are falling. You know that there are enough employees to meet customer demands but there are also inefficiencies in the way the work is carried out. You just don't have the time to get around to redesigning work flows because you're busy attending to demands on a daily basis.

Staff morale is not high. Some employees have commented that they are bored with their work. In the past, you have knocked back help from staff, because you were too busy to train them or felt the duties were too difficult for them to learn.

DUTIES AND RESPONSIBILITIES (Not listed in order of importance.)

1. Ensure all employees arrive on time and are in full uniform.

2. Organise replacement staff in case of absenteeism. Cover shifts if necessary.

3. Take bookings and reservations.

4. Conduct pre/post shift meetings.

5. Conduct employee appraisals in conjunction with the Restaurant Manager.

6. Staff recruitment and selection.

7. Training and induction of new staff.

8. Ongoing training of staff.

9. Monitor all staff on shift, encouraging them to perform at their best and ensure all duties are accurately completed.

10. Ensure the maintenance of standards and procedures. This includes writing and updating restaurant standards and procedures.

11. Organise special events, such as birthdays and anniversaries.

12. Promote the restaurant within the local area.

13. Write rosters.

14. Check staff time cards.

15. Liaise with the kitchen and the chef regarding menus and specials.

16. Take bookings and reservations.

17. Handle major complaints.

18. Check that the coffee machine, blender and dishwasher and other beverage equipment is properly maintained.

19. Liaise with sales representative for special promotions of liquor and spirits.

20. Check the float at the beginning and end of the shift.

21. Check the cash register balance at the end of the shift.

22. Keep accurate records of number of covers and patronage.

23. Re-order stock, as necessary.

24. Calculate average spend figures for food and beverage.

25. Organise the staff Christmas party.

ASSESSMENT INSTRUCTIONS

Please complete the questions and case studies provided on the following pages in report format.Overall result is calculated based upon results to all questions.

You should answer all questions giving as much information as possible and displaying your depth of knowledge of the topic area.

1. List five (5) duties on the position description, listed on the previous page, which could be delegated to one or more of your staff?

2. List five (5) duties on the position description, listed on the previous page, which should not be delegated to one or more of your staff?

3. Once you have decided what tasks are suitable to delegate, how should you choose to which employee you would delegate the tasks?

4. What are the benefits of delegation for the manager?

5. What are the benefits of delegation for the workers?

6. What are the benefits of delegation for the business?

7. Why might some employees resist taking on delegated tasks? Is this a problem?

8. Which behavioural style of leader is more likely to delegate? Why is this? Does this mean they are the best style of leader in all situations?

9. What are some common mistakes in delegation?

10. What are business ethics?

11. What are the advantages for a business in acting ethically?

12. The business you are working for is not doing very well. You and a co-worker have ideas about how to start up a similar business and are considering quitting and starting your own company. Would you try to lure your old boss's customers to your business? Why or why not?

13. You discover that your boss is behaving unethically as he are offering the best rosters to staff who are willing to allow him to get away with inappropriate behaviour. What should you do?

Attachment:- Task.rar