FPT University – Da Nang

Assignment Front Sheet

Student name / FPT RollNumber Lecturer name

Ho Thang Trieu

Date issued Draft Submitted on

No required

Assignment title HMO102: Introduction to Hospitality and Tourism Industry

In this assessment you will have opportunities to provide evidence against the following criteria.
Indicate the page numbers where the evidence can be found.

Assessme
Task Learning outcome In this assessment you are able to:
nt Criteria

1.1 Introduction about Hospitality and Tourism industry

The importance of
customer experience in
the business of 1.2 Explain the role of departments in the hotel
Task 1
hospitality and tourism

Analyse and recommend factors that help customers

1.3 become satisfied with hotel business

Be able to develop a
plan for hospitality Develop your plan for hospitality business
2.1
business which includes
Task 2 the operational
requirements of the
business’ organizational 2.2 Design and operate your plan in more detail
structure

Student declaration

I certify that the work submitted for this assignment is my own.

Student signature: Date:

HMO102 Assignment 2021 1

 Assignment Brief

Lecturer name Ho Thang Trieu

Date issued

Hand in deadline No required

Submitted on

Assignment title HMO102: Introduction to Hospitality and Tourism Industry

Case: (Task 1)

Currently, you are operating a 4-star hotel by yourself, called WH. After WH works for a while, some departments
have started to deteriorate, and improvements are needed. Not only that, a number of important parts in the hotel
also get problems in terms of personnel and work processes. As follows:

Restaurant department: Furniture is old, and dishes are no longer loved by customers. Besides, WH also receive
complaints about the restaurant's space does not bring a cosy atmosphere and customers are no longer wanting to
eat there. In addition, your restaurant only serves buffet type and customers are not satisfied with this.

Room department: The items in the room (blankets, sheets, towels, etc) were not changed in time even though
the customer had posted a warning sign outside the door (“Clean the room”). Many rooms have a bad smell. The
hotel mini bar often lacks items, but they still appear in the checklist and it led to the consequence: your customers
took a lot of time to explain that they did not use the items in the Minibar which still charged in bill.

Receptionist department: The long check-in time makes many customers impatient and the hotel service is not
good on OTA channels. The staff at the reception also became quite confused and did not know how to quickly
solve the problem. Your hotel also does not provide "Welcome Guest" service at the counter and guests are quite
disappointed. On top of that, you received a feedback from your customer that "The light at the front desk is so
dark and it made me feel like I was walking into an abandoned building"

Choose one department that you are most confident in your ability to solve its problem as well as give
some recommendations to help your hotel business become stable and grow again.

Task 2

You have been asked to develop a plan for a hospitality business (WH hotel) which includes the operational
requirements of the business’ organizational structure (with 3 departments in task 1) .

HMO102 Assignment 2021 2

HOW TO MAKE A PERFECT PRESENTATION

1. The assignment should have a cover page (You are free to design). Attach all the pages of assignment
brief/achievement summary with your report.

2. Ensure that authenticity declaration has been signed.

3. This is an individual assignment.

4. Content sheet with a list of all headings and page numbers.

5. A fully typed up professionally presented report document. Use 11-point Arial or Times New Roman
script.

6. Your assignment should be word-processed and should be in 1400 – 1500 words in length. (Over 100
words = - 1 point) - Exhibits/appendices are outside this limit.

NOTES TO STUDENTS FOR SUBMISSION

 Check carefully the submission date and the instructions given with the assignment. Late assignments
may not be accepted.
 Ensure that you give yourself enough time to complete the assignment by the due date.
 Do not leave things such as printing to the last minute – excuses of this nature will not be accepted for
failure to hand-in the work on time.
 You must take responsibility for managing your own time effectively.
 If you are unable to hand in your assignment on time and have valid reasons such as illness, you may
apply (in writing) for an extension
 Take great care that if you use other people’s work or ideas in your assignment, you properly reference
them in your text and any bibliography.
 NOTE: If you are caught plagiarising, you will be automatically got 0 point.

HMO102 Assignment 2021 3

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