Quiz 1, Semester 2, 2020

Student Number 19858078 MGMT3020 Hospitality Management

Family Name Sampatlall

First Name Akash

School of Marketing

EXAMINATION
Quiz 1, Semester 2, 2020

MGMT3020 Hospitality Management

This paper is for Curtin Mauritius students only

This is an OPEN BOOK examination

Examination Duration 24 hours

Reading Time The 24 hours include reading time

Total Marks 100

• 2 X Essay Style Questions (100 marks total)

Supplied by the University

Instructions and quiz questions

Supplied by the Student

Materials used in your take-home quiz is unrestricted, but strictly follow the instructions below.

Instructions to Students

Please respond to 2 questions.

Please type the answers directly into this document (after the question section) and upload it onto
Blackboard – Turnitin.

This is an open-book quiz which you can do at home. You are obliged to answer without help from
others or copying from others, and to return the quiz within the specified period of time.

Please note: The main restriction for this take-home quiz is that it must be your work—you must
attempt it by yourself without any help or assistance from others. Otherwise it will be classified as
cheating and will have serious consequences. Answers will be checked for similarities across
students.
You are requested to include the following declaration statement at the end of your handed-in
document: “I truthfully declare that I have answered all questions without any help from others and
that all responses are my work (i.e., no plagiarism).”

Examination Cover Sheet

 Quiz 1, Semester 2, 2020
MGMT3020 Hospitality Management

o You have 24 hours (including reading time) to complete your take-home quiz. The questions will
be released at 3.00 pm (31st August 2020) and then you have 24 hours (until 3.00 pm on 1 st
September 2020) to hand the test in via Turnitin. A grace period of 5 minutes will apply to late
submissions. Then the following penalties will be applied: -15% (6 to 10 minutes late), -50% (11 to
20 minutes late) and a 0 mark if a submission is more than 20 minutes late.
If you have issues with your connectivity, please contact your lecturer under
sdewnarain@curtinmauritius.ac.mu so that additional time (up to an hour) can be granted.
o Submissions of the take-home quiz is through Turnitin. Please type your answers into this
document (after the question section) and submit the document as Word doc file.
o Please observe the wordcount (length) for individual questions as given below.
o Answering the questions well requires more than just copying information straight from texts. It
is how you locate, apply and use the information that is important. Please remember: You can't
copy chunks of text directly from textbooks or lecture slides. This is plagiarism. In an open-book
quiz, the resource materials are made available to you, so you are expected to do more than just
reproduce them.
o Answers need to be provided in full sentences (no dot points).
o Please apply the knowledge that you were taught in the unit to critically discuss the following
situations. Answers must make references to unit-specific topics and contents.
o Justifications must be included with all answers and should be based on well-founded
arguments and direct references to unit contents.

Examination Cover Sheet

 Quiz 1, Semester 2, 2020
MGMT3020 Hospitality Management

Questions (Essay Style Questions):

(1) [50% of marks] A hotel wants to adapt its offerings for the ‘new normal’ in the post-
Covid-19 pandemic world. However, there is little knowledge about what hotel guests
desire most when travelling after the pandemic. Discuss how this hotel could work
with consumers to innovate their services for a post-Covid-19 market? Please reflect
on what speaks for user innovation and what against user innovation in this context.
(max 350 words)

The COVID-19 has caused an alarming situation and it is the major hit of the hotel industry
as consumers are reluctant to book their stay in hotel because of that disastrous and deadly
virus. Henceforth, with better innovative solutions comes better peace of mind for both
internal and external customers.

First and foremost, implementation of technologies is a user innovation that will benefit hotel
by creating an application to safeguard their room check in and check out without using cards
which diminish the hand to card procedure that would stop the virus to spread. Also,
technologies can help the hotel to focus on more online payment and make other transaction
online in order to give up the use of paper like bills to avoid direct contact for safety aspects.

Another point of user innovation is, using sanitary equipment which is the first impression
that guests will observed and staff/customers need to put their masks whenever they are
communicating, sanitizing guests hands, put sanitary cream in every corner of the hotel,
temperature before guests arrival, social distancing need to be well maintained. As an
example, hotel dining restaurant tables need to be far from other tables in order to respect the
social distance norms and the hotel need to educate guests with proper hand signs to
communicate with waiters in order to avoid verbal communication cause mask is not used
when people are feasting.

Lastly, the hospitality concept of hygiene is an against user innovation due to the fact in the
past before the pandemic room need to be neat and not look messy, good aroma was the great
aspect for guests to enjoy their room. But with this virus that can live on some surfaces for
some hours is much more ideal to wait for one or two days to make place for other people in
the room itself in order to minimize the risk. Surely sanitizing the rooms is the focal point but
to ensure safety it is the best way to wait than feel sorry as with only one new COVID- 19
case, can tarnish the hotel image. Additionally, pens, notepads, books in the room need to be
remove and replace it with online facilities like e-books.

(2) [50% of marks] You are consulting a restaurant owner in Mauritius as she wants to
improve her profit. During the first meeting the business owner asks for advice with
respect to designing a “successful strategy for a restaurant”. How would you respond
making reference to the criteria for successful strategies? (max 350 words)

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 Quiz 1, Semester 2, 2020
MGMT3020 Hospitality Management

In the world today, companies are focusing more and more into successful strategies in order
to increase their numbers of visitors and have greater efficiency to reach their objectives
which in turn make them more famous in the type of industry. For example, Tesla used a
successful strategy for this concept, the fact they provide a low price to gain interest of
consumers which in latter date they added more unique features like auto pilot and parking
sensors that guaranteed the willingness of consumers to pay it without any hesitation as no
other cars have this features.

So, in this restaurant context I will centre myself more on digital aspect to be more creative
on using stupendous imagery of food so that consumers can gain a wow effect before they eat
it, using a website to match up the same colours and themes of the restaurants and be more
user friendly is perfect strategy to begin.

Moreover, gaining customer loyalty is one way to always get consumers through the doors
and this can be done with tier program. That is, the more you buy and eat, the more you level
up your tier and more rewards the customers will gain like free drinks, free add-ons.
Customers can be categorised with extra, epic, gold, icon customers. In addition to this, to
grow more loyalty customers, the restaurant can indulge on eco-friendly association in order
to promotes environmental responsibility. As an example, the Wakashio event which saw
numerous companies to give a hand and contribute financial help on minimizing the risk of
oil spills enhance the reputation of the companies

Last but not the least, training staff to perform good body language and manners will ensure
people commitment to engage again with the restaurants. Staffs need to build a close
relationship and maintain an emotional connection among consumers for a better customers
experience. This leads to word of mouth effect and guides to more repeated customers as
good services generates more profits.

In a conclusive note, with good decision making this will make the restaurant to be in a better
place in the future in this fierce competitive world we are living.

END OF EXAMINATION QUESTIONS

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 Quiz 1, Semester 2, 2020
MGMT3020 Hospitality Management

Answers

I truthfully declare that I have answered all questions without any help from others and that
all responses are my work (i.e., no plagiarism).

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