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Assignment Activity 1

One role model manager is an individual that encourages and shows management

excellence in such a variety of elements of a company. In “The Grand Chancellor Hotel”

Ralph Freckelton, was a role model manager with whom I worked (Wales, 2019). He had all

those qualities, which a good role model manager should have. He has been showed positive

attitude towards any challenges, which helped all team members feel secure and supportive to

face any organizational risks. He was a person to whom we can easily trust and provide

respect, as he was true and honest with all employee of this management. Having all these

aspects of quality in him made him a good role model manager in this organization.

Assignment Activity 2

People may anticipate premium quality as well as service levels and have quick

access to city's finest entertainment and business venues.

According to this hotel firm, only a location to stay is at the Grand Chancellor Hotel

when someone wants to remain at Hobart. This family-run hotel is ideally placed in middle of

all activities and offers customers opportunity to relax in Hobart, enjoying incredible views of

both harbour and mountains (Wales, 2019).

Yes, this business follows their statement, in which they promised to provide a luxury

accommodation with lower price range among all competitor hotel companies. Because of its

low and finest daily rates, this hotel is ranked 14th among all 65 major hotels business in

Australia.

For an example of the Grand Chancellor Hotel at Hobart have reduced their night

stay price for $216 to $154 on their most luxury accommodation. In addition, they have all
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facilities of private parking, pool, bar or lounge, business centre with excellent internet

facility and more (Wales, 2019).

Assignment Activity 3

It should write an email to workplace employees to remind all staff about clothing

code. Including a message of listings of permissible and forbidden apparel items. This will

be considered as an written communication. Moreover, a verbal meeting with all senior

managers of organization can do it (Sunny et al. 2018)

Sharing an email will be effective manner to communicate with all employees about

their new dress code. While communicating both verbal and written communication will have

a positive impact to communicate about this information among all people within an

organization.

Methods that can be applied to communicate among all people of organization are

verbal communication through conducting a meeting and written communication method,

which will be done by sharing email about that specific notification. Verbal communication is

effective as it is easy to obtain feedback once it is introduced and there is an opportunity to

clear the concept of the communication topic, if there is any doubt participants of meeting

can ask for it and make a clear understanding. While in written communication, it gets

documented of that information, which can be presented in future purpose as an evidence. It

is more effective to communicate in a large manner to all levels of staffs and employees of an

organization as it can be sent to many person at a time.

While communication in both manner it is expected that employees will get

understand the need of a new dress code in office. As this task has to be completed by 6

weeks, it have opportunity to get feedback from all employee about this new change of their
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dress code. After getting feedback from all employee it will be decided if there is any other

requirements is needed according to their demand.

Assignment Activity 4

Assuming that being a supervisor of a hospitality company it is my responsibility to

supervise a company. During my absence I have delegated this responsibilities to my

colleague, who is working as a accountant in this company.

I would like to delegate this task to accountant manager of this same company. While

selecting perfect person for taking all responsibilities of a supervisor I have chosen

accountant manager as he is very known to my from my previous job. He was working as a

supervisor in his previous job and this is only reason I would delegate this task to him.

This job of supervisor is important as,  supervisors fosters employment embedding

that supports such vital results as efficient performance of employees as well as a lower

turnover for workers. Moreover, it is required to look after all junior level staffs requirements

and supervising them (Sev, 2017).

Results that would required from that person are all tasks which a supervisor does.

These are overseeing as well as managing hospitality actions, assisting lower and higher

management staffs, proper maintain all records of staffs turnover and provide assurance that

inventory and stocks are well maintained.

There will be a timeline for this job as a supervisor has several jobs to do in

hospitality management. This timeline also needs to maintain by the person to whom this task

has been delegated. He have to completed all task until gets arrived to office.

Feedback of task is required to measure achievements of provided tasks, as he have to

provide feedback about inventory and supply record, guests records of that period of time,
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attendance of all junior staffs and assigned tasks to them. Moreover, if any meeting or any

programme has been set to be conducted for any job target for me.

A supervisor have control over various field of operations included in hospitality

sector, these are, control over housekeeping operations, control over departmental key or

room master cards of guest, attending calls and conveying information according to

requirements, control over every day operation records, control over property management

operation, and control over guest complaints and to provide of perfect solutions.

Assignment Activity 5

Skill

Communication Skills: For hotel reception and guest staff, communication is crucial.

It is vital to talk clearly to all visitors, both personally and over phone, and keep a cheerful

tone (Hartinah et al. 2019).

Composure Skills: Since a worker at the front desk needs to work several times and

service numerous visitors at the same time, a competent worker must stay cool under

pressure. Even if hotel is crowded, employees may play a range of jobs and remain client

pleasant.

Coach

A proper communication skill is essential to allow person in front of you about your

information, which you are going to provide. In other hand, a poor communication skill

results in misunderstanding and creates frustration (Craig, 2020). Towards being good in

communication skills one should practice active listening, as potential communicators are

excellent listeners. They have always find a way to focus on non- verbal communication
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rather than verbal communication. It is also need to manage own emotions while

communicating with customers.

Again to coach according to composure skill to a fron desk agent it is essential to

make understand how to improve a composure skill. It is crucial to not take any statement of

customer personally, only it should be addressed according to company processes, being

fearless, responding decisively and increase accountability will help to improve one’s

composure skills.

Assignment Activity 6

Interview 1

Department: Front Office house

Position: Front office executive

Q1: There is always have advantages in working in a specific industry, such have in

hospitality and tourism. This job is always been interesting and this is not classic 9 to 5 work.

There is room for growth according to communication and composure skills. It have

opportunities to work and travel at same time. It includes meetings with different people with

several cultures and improvement of learning their cultures to communicate with them

(Ekhsan et al. 2020). However, there is a large list of positive impacts towards career

growth while working in hospitality and tourism sector.

Q2: Positive impact of working in front office house department are, custom environments,

becoming face of a company, generous payment and more. It may be a repetitive job, one of

greatest disappointments to be a front office executive.

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Q3: Initial impressions matter a lot or from a first visit to a hotel washroom, many hotel

visitors gain instantaneous insight about standards. Technology is a component of daily life.

While it might take advantage of own vacations to disrupt certain elements of own life, it

does not appear to seek technological breaks.

Q4: Front office executives are strong people since they manage all people's perceptions,

including workers and guests, who come through door.

Q5: All of them have been encouraged by polite, pleasant welcomers who approach them like

genuine people and they adore brand for it. Front office executives are essential.

Q6:The front office personnel communicates among themselves to provide optimal visitor

operations such as reservations for housing, guest registration, tourist account management,

visitor mail management and tailored guest services. In-department personnel are able to

communicate.

Interview 2

Q1: In context of cultural diversity exchange, tourism and hospitality may be extremely

important. People from nations they visit frequently learn about variations in cultures.

Q2: Positive about customer support executive is its development of communication skills.

Great customer service does not deal with policy and process; it is rather how consumers feel

about those responses of customer support executive. According to negative impacts, it go

around same classic responsibilities to provide resolutions to customer, in other words it have

lack of innovation (Tsaur et al. 2019).

Q3: Customer service is dominating tourist sector, and hospitality companies live or die on

visitor pleasure. Difficulty of providing an experience is also satisfied when consumer

requirements increase.
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Q4: They love to assist someone overcome an issue they have

Q5: Main reason is that every consumer they interacted with has exceptional service. They

search for ways to enhance their customer support so that everyone with whom they engage

has a pleasant experience

Q6: They may notify IT firm, for example, what customers think about  technology business

offering or any hospitality issues, according to their collaboration with other departments and

teams (Reynolds, 2018). They offer a potential, objective viewpoint that others might not

always have within a firm.

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Sunny, S. N. A., Liu, X. F., & Shahriar, M. R. (2018). Communication method for

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