project

Date:May27th,2020

HMGT 102 Consulting Project

Examining My Goals and Organizational Goals as a Guest Relation Officer at Hilton, Urumqi

Presented to: Rebecca Wu

From: Abby Liu

Word Count: 1043

TABLE OF CONTENTS

1. Table of Contents

1. Project Scope

1. Business Case

1. Milestone Schedule

1. Risks, Assumptions, and Constraints

1. Resources

1. Stakeholders

1. Lessons Learned

1. Charter Signatures

1. References

Project Scope

This project is intended to enable me as an intern to finish project management issues at Hilton, Urumqi. To achieve an excellent guest relation. The project covers activities such as initiation process, execution process, implementation, and the overall output of the project.

Business Case

The aim of this project is to empower Hilton Urumqi and the association as a whole to oversee training programs in order to improve the effectiveness of guest relationships and thus customer satisfaction. Hilton believes that Labour is an important part of adding to its prosperity. Therefore, strong training will help them in their efforts when trying to achieve their goals. The training program will monitor various perspectives, such as the time required for the preparation, the assets expected to be used in the cycle, and the exact coaches involved in the preparation. The project will have a significant impact on Hilton both internally and remotely. For example, proper and satisfying guest relationships will be more useful and increase the organization's revenue. The status of the organization will be enhanced, so that it will be placed on the publicly acceptable record. As an intern, I intend to pursue the goals of the company and research the different inputs that can bring positive changes.

Milestone Schedule and Deliverables

Milestone	Completion Date	Acceptance Criteria	Stakeholder Judge
Needs assessment	5th June 2021	List of needed features	EF Manager
Planning for the internship positions	21st June 2021	planning lists & explanations	EF Manager
Training	27th June 2021	Face-to-Face Training	EF Manager
Test	27th July 2021	Sigh-off test	HR Officer
Monitoring phase	12th August 2021	Product Quality	Client
SALT performance rating and score ( Hilton)	20th August 2021	Customer satisfaction	Client

Major Risks, Assumptions and Constraint

Project (Potential) Risks	Risk Mitigation
Scope	Focusing on the pre-established process without deviating.
Schedule	Allocating reasonable timeframe for every tasks.
Resources	Seeking enough outside funders and follow good management principles
Technology	Making sure that all technological framework are available and consistent with their respective tasks.

Adapted from Kloppenborg, Anantatmula & Wells (2015, pp. 96-97) for this assignment.

Resources Estimate

Finances	Details
Access of Internet network.	To use the Opera System, Lobby at Hilton to look at the SALT performance and CRM guest reports. Also, accessing to the Hilton online courses in the Lobby.
Employee Handbook	This will help with the understanding and discovering of all the facilities, surrounding information, hotel product and culture knowledge. This is free for new employees and handed in during the induction training.
Planning process	Planning involves activities such as visualization and establishing a track that will be followed for a project.
Equipment	The equipment for this project include items such as computers for storage of key details with my employer involving guest relation matters.
Potential risks	Unforeseen hazards, such as my computer and other equipment malfunctioning as an intern.
Implementation Phase	The implementation phase will assume items such as commencement of work and other critical aspects, like training that the company gives to interns.

Adapted from Kloppenborg, Anantatmula & Wells (2015, p. 97) for this assignment.

Stakeholders

Stakeholder	Internal/External	Interest in Project	Priority
Director group	Internal	Building reputation of the company and boosting overall performance	High
CEO	Internal	To maintain overall performance of the company	High
Trainee	Internal	To make sure that the company’s goals and objectives are on track.	Medium
Guests	External	To let them satisfied with services and the experience in Hilton, Urumqi.	High
EF Manager	Internal	To make sure that all activities are aligned to the goals of the company.	High
IT group	Internal	To provide technical help for computer usage.	Medium
Other	Internal	Keep company’s goal and objectives in mind.	Medium

Adapted from Kloppenborg, Anantatmula & Wells (2015, p. 97) for this assignment.

Lessons Learned

I had an interesting internship position at Hilton Urumqi. In a meeting with the organization's CFO, I conveyed that the improved guest relationship required me to get more done in the finance and bookkeeping aspects of the organization. The tasks that were offered to me was always aware and I feel very interesting and satisfying. I would advise prospective interns to be consistent and to accept new material as quickly as possible. Because in the hospitality industry, especially in China, the brain drain is particularly severe. Every year, the hotel hires a lot of staff constantly, because a lot of old staff left.

I learned that a diligent attitude is not characterized by energy, but by perseverance. Research shows that people who don't care about their work tend to be more relaxed and bring uncertainty to achieving their goals and organizational goals. Staying positive is crucial to making the most of any situation. As an intern, the nature of the job and the workplace is more relaxed. I can choose to use it for my potential benefit; I want to have a relaxed, friend-like conversation with my colleagues or leaders, without having to worry about the normal business model. It's not a serious or tense relationship.

My biggest challenge is that the ideas are endless. In the morning meeting every day, I need to actively share the information of Hilton Honors Meeting and communicate with my colleagues. My manager, Rebecca, told me to do 1+1 at work, which means not only focusing on the tasks I supposed to do, but also observing if other people need help. If every department in the hospitality industry helps and collaborates with each other, then the impact will not be bad. This directly affects the guest experience.

Charter Signatures

Student	Department / Organization	Signature	Date
Abby Liu	Front Office- Guests Relation Officer		June,2th, 2021
Sponsor Manager	Department / Organization	Signature
Rebecca Wu	Front Office-Executive Floor Manager		June, 2th, 2021

Adapted from Kloppenborg, Anantatmula & Wells (2015, p. 98) for this assignment

References

Kloppenborg, T., Anantatmula, V. S., & Wells, K. (2015). Contemporary project management. Cengage Learning.

Projektmenedzsment útmutató (PMBOK® guide). (2017). https://doi.org/10.1556/9789634545019