managing the hospitality .
bada007
ppt_for_a3.pptxManaging the Hospitality Experience
TOUR 2005 Study Period 5 – 2015
ASSIGNMENT 3
2000 word report + Executive summary 200 words = total 2200 (+/- 10%)
Must be in report format
50% of your overall mark for this course
Minimum 4 academic references (i.e. this means 4 journals or 2 journal and 2 books).
Must number headings and sub-headings
Can use subheadings (i.e. if you want to break down information for literature review and discussion).
Prefer 3rd person, but I will allow you the flexibility to write in 1st person if you want to (this will not affect your marks)
You can present your report in Word or Pdf format
Assignment 3 – Project
2
What to do for A3?
Students are expected to visit one of the following hospitality service establishments:
An accommodation and food establishment – e.g. Hotel, Motel or Bed and breakfast etc.
Food and drink – e.g. Restaurant, Cafe, Club, Self-service, Fast food, Fine dining or Bar/Pub etc.
Travel involved hospitality - e.g. Plane, Cruise ship or Train etc.
What to do for A3?
Discuss the concept of working in hospitality “as performative labour” to a practical hospitality context.
Choose and apply ONE of the following concepts:
Sexualised/gendered experience e.g. Bedroom restaurant in Melbourne (Topic 1, 3 7 & 9)
Emotional labour & Aesthetic labour (this includes the sub concept of recognition labour) (Topic 1, 7 & 9)
Analyse whether the concept is evident in the service provided at the organisation or business.
What to include in your report
Executive Summary
1 page in length.
Not included in word count. (200 words)
Provided on a separate page, before Table of Contents.
It is a complete summary of the main components of the report.
Table of contents
Not included in word count.
Look up examples of how to present this
What to include in your report
1.0 Introduction
The aim of the report (i.e. re-write what is included in A3 information sheet)
Structure of the report (i.e. This report will first discuss… Secondly, the..)
What is the core business you selected (i.e. food, entertainment, accommodation etc.)
What is the nature of the hospitality offered (i.e. fine dining, ethnic cuisine, organic food, entertainment, fun etc.)
What to include in your report
2.0 Literature review
What is a literature review?
A literature review is an evaluative report of information found in the literature related to your selected area of study. The review should describe, summarise, evaluate and clarify this literature. It should give a theoretical base for the research and help you (the author) determine the nature of your research.
What to include in your report
2.0 Literature review
If you selected sexualised labour:
Discuss literature about sexualised labour
Start with discussing sexualised labour in the past and then move forward to discuss what it is like today)See Topics 1,3,7 and 9). Provide different examples (i.e. Geisha, bar maid, waitress etc.) – must be referenced
Discuss sexualised labour in the context of your hospitality establishment (i.e. if you choose a restaurant then discuss sexualised labour in restaurant context). Provide examples. – Must be referenced
NOTE: This section is where you include most of your references (i.e. include a reference for each key point made and each example found).
What to include in your report
2.0 Literature review
If you selected emotional labour:
Discuss literature about emotional labour
Start with discussing emotional labour in the past and then move forward to discuss what it is like today )See Topics 1, 7 and 9). Provide different examples (i.e. Geisha, bar maid, waitress etc.) – must be referenced
Discuss emotional labour in the context of your hospitality establishment (i.e. if you choose a restaurant then discuss emotional labour in the restaurant context). Provide examples. – Must be referenced
NOTE: This section is where you include most of your references (i.e. include a reference for each key point made and each example found).
What to include in your report
3.0 Discussion
Start with a topic sentence (i.e. sentence which highlights what the key argument is).
What is the core business you selected (i.e. food, entertainment, accommodation etc.)
What is the nature of the hospitality offered (i.e. fine dining, ethnic cuisine, organic food, entertainment, fun etc.)
What is your initial impression before you visited this place? (i.e. what did people tell you, did you look at online reviews etc.)
3.0 Discussion
Which concept will you apply to this experience (i.e. emotional labour or sexualised labour). (i.e. because it is a restaurant setting and staff are expected to feel welcome and enjoy the experience – for emotional labour examples)
Discuss whether sexualised labour or emotional labour is evident or not evident in the service experience (i.e. restaurant).
Give examples to support your answer (i.e. of what you saw or experienced)
EXAMPLE: if applying emotional labour - emotional labour was evident in relation to the way staff calmed down/pacified a difficult customer; the customer’s complaint was immediately addressed, an apology was given, more attention was paid to the customer etc. Example of a negative might be, staff was not attentive/ignored customers, did not establish eye contact with customers etc).
Connect back to what the literature says (i.e. Author (2007) states that emotional labour is often expressed in negative or positive emotions. It was witnessed that positive emotions were expressed when…)
What to include in your report
4.0 Conclusion
What can you conclude from your overall experience (i.e. the experience did not create a positive memorable experience etc.). Or (i.e. emotional labour was shown in the form of negative emotions which resulted in unhappy customers) or (sexualised labour was evident in the restaurant that the author visited and although it can be perceived as positive in some establishments, in this context it had a negative impact on the waiters).
5.0 Recommendations
What are some recommendations or suggestions you can offer to improve the service quality (connect to literature about strategies used to improve service quality experience or to deal with sexualised labour or emotional labour) – must reference. e.g. staff should be provided with an outlet such as after work drinks to de-stress (this may be your own suggestion), as the literature (this is where you connect it to the literature) states that performing emotional labour over a long period of time can lead to severe burnout (provide some in-text references here to scholars who refer to severe burnout).
6.0 References
Minimum 4 academic references (i.e. journal papers and books)
7.0 Appendices
Supporting material must be included to show evidence of your visit to a hospitality establishment (i.e. restaurant, hotel)
Include photos, menu or brochure
No more than 3 pages
Not included in word count
Word count – how to divide the word count
Executive summary – 200 words
Table of contents – not included in word count
Introduction – 150 words
Literature review –500 words
Discussion –900 words
Conclusion – 150 words
Recommendations – 300 words
References – not included in word count
Appendices – not included in word count
Total = 2200 words
ASSIGNMENT 3 EXAMPLE
See learonline “Assignment 3 details & example” folder
Note: Literature review is not the best in this example.
