Reflective Journal
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HOS301ATopic8PowerPointv1.pptxHOS301A Hotel Management Simulation
Hotel Operations
1
Hotel Operations
Introduce the subject and the class lesson for today.
2
Overview
OPERATIONS
HOtS program
Hotel Operations
Video Link https://youtu.be/_pHOzEFQGCI
One Ritz-Carlton Hotel Manager On Creating “Guests for Life”
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CUSTOMER SERVICE
The best hotel customer service may be defined by the following characteristics
Source: Cvent blog Maria Waida
Personalisation
Attention to Detail
Creativity
4
HOTS
Will you provide amenities in the guest room?
Guest Comfort
What level of Entertainment?
Should be aligned with your overall strategy
5
HOTS
Communicate with guest via social media- two-way form of communication
TEAM DECISION
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Guest review forum – provides you with valuable guest feedback.
TEAM DECISION
HOTS
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HOTS
HOTS YEAR 2:
30 minutes
2 DECISION CYCLES
January February
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Title Text
Video Link https://youtu.be/-Exh_ZGI5aI
Sustainability
Sustainability at Marina Bay Sands
EMS
TEAM DECISION
EMS is a managerial approach to tackle environmental aspects of a business operation by controlling the impacts of its activities, products or services on the natural environment.
Financial Impact
Environmental Impact
Regulatory Compliance
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HOTS
TEAM DECISION
Toggle between installation options and EMS decision screen
Waste Management Decisions
Energy Decisions
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HOTS
Toggle between installation options and EMS decision screen
TEAM DECISION
EMS Options
Accreditation
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HOTS
HOTS YEAR 2:
30 minutes
2 DECISION CYCLES
March April
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Capital Expenditure
The opportunity to invest and improve the hotel facilitates. You have the choice to improve room facilities or overall hotel facilities
Optimise property market potential and revenue potential
Optimise property operational efficiency
Lower property risk
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HOTS
Capital Expenditure –
Room Facilities
TEAM DECISION
Capital Expenditure –
Hotel
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HOTS
HOTS YEAR 2:
30 minutes
2 DECISION CYCLES
May June
16
Balanced Scorecard – Year Two Half Year Review
Review the first six (6) months of year two (2)– share the balanced score results for year 2 and 1 ½ year performance with rankings.
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Assessment
REFLECTIVE JOURNAL
Discuss assessment three (3).
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Assessment
REFLECTIVE JOURNAL
Discuss assessment three (3).
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Next Week
Teams to conduct detailed review off first 6 month of year two (2)performance
Teams to work on the plans/decisions for the remaining decisions for year two (2)
Complete pre class Activity
Participate – post your thoughts on the discussion forum
Remind students that this subject requires out of class work.
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