question archive You are working in a tourist hotel in cultural triangle in Dambulla, Sri Lanka
You are working in a tourist hotel in cultural triangle in Dambulla, Sri Lanka
Subject:BusinessPrice: Bought3
You are working in a tourist hotel in cultural triangle in Dambulla, Sri Lanka. There are various types of visitors are coming to your hotel, where it is situated beside a lake and your hotel always using type of eco-tourism. Both local and foreign guests are visiting your hotel due to proximity to all the tourist destinations. You are working as the QA Manager at the hotel, where you are responsible for overall Quality Management operations inside the hotel.
Along with the increase of demand to the hotel, most of the International tour booking companies, local tourism companies always keeping their eye on your hotel, but with the recent economic boom in Sri Lanka, several foreign investors invested on tourism industry and within tow three months, there would be several competitors to your organisation. So, your management board decides that, only the quality can make a difference from your competitor. So they give you the responsibility to apply and implement ISO standards within your organisation, where customers would feel correct picture n what proper quality is.
Your job is to evaluate on how to implement proper ISO quality standards in your organisation along with proper change management plan, where it will leads to calm water metaphor situation rather than change happens in white water metaphor situation.
Task 01: Understanding the concept of proper quality (LO1)
Task1.1 Describe what are the main areas that you need to consider, when it comes to Quality Management in a tourist hotel.
Task 1.2 Research on what are the modern quality standards available through ISO, which relates to tourism industry
Task 1.3 Explain the benefits of having ISO quality standards for an organisation like tourism hotel.
Task 02: Implementing Quality Controls (LO3
Task 2.1 Conduct a Pareto Analysis on several situations that in restaurant, which creates service delivery delays. Find out what are the bottle necks needs to be focused and sorted in order to have smooth operations
Task 2.2 Do a root cause analysis on how to make a customer happy and by that identify, what are the concerning areas and how to correct those concerns
Task 2.3 Produce a flow chart on how a customer can reserve a room and check in at the reception. Develop flow chart from the perspective of Service Desk Officer.
Task 2.4 Develop a checklist to ensure proper operations in hotel's wash rooms
