Assessment 3 – Group Report and Presentation (30%)
Presentations are scheduled during Week 11 classes.
This assessment aims to evaluate the appropriateness and effectiveness of facilities management, HR management, and decision-making in a contemporary guest services case study by applying the SERVQUAL model. It also aims to make recommendations to improve guest services operation management.
ULO 2. Analyse the effectiveness of hospitality property management systems and explain how legislations are applied within the hospitality industry.
ULO 3. Apply staff recruitment processes and make recommendations in relation to employee rights and employer responsibilities.
ULO4. Evaluate and recommend improvements to a guest services facilities management plan.
To complete this assessment, students are required to:
Part 1 (Group Report)-20%:
Part 2 (Group Presentation)-10%:
A suggested length guide for your assignment (you can change this to suit your report structure):
-Assurance (150-200 words)
-Empathy (150-200 words)
-Reliability (150-200 words)
-Responsiveness (150-200 words)
-Tangibles (150-200 words)
The assignment should show evidence of research, with references from relevant academic journals. You should have at least SIX (6) different peer-reviewed academic articles and use them as the foundation for each part of your report. Do not use Wikipedia as a reference source. Unless it is a generic theory/model, cited publications must be within the past 15 years.
All citations and references must adhere to APA 7 referencing style.
The submission link allows for (3) three attempts, providing you with the opportunity to check text matching for unintended plagiarism. Based on the text-match report, revise your work as needed. Submit your revised work for course grading.
Assignments with similarity percentages of 25% and above may indicate academic misconduct and should be revised before submission.
The last submitted file will be the assessment that is marked.
| Part 1: Report | Fail (0 – 49%) | Pass (50-64%) | Credit (65-74%) | Distinction (75-84%) | High Distinction (85 – 100%) |
| Identify and explain (35%) | Fails to identify and explain the problems in the operation strategy. | You have identified someproblems and demonstrated a satisfactory understanding of the concepts and theories studied. | You have identified all operation management issues and demonstrated an above average understanding of the concepts and theories studied. | You have identified all operation management issues and demonstrated a very good understanding of the concepts and theories studies. | You have identified all operation management issues and demonstrated an exceptional understanding of the concepts and theories studies. |
| Recommendation of appropriate strategies (30%) | No analysis presented and no strategies explored. | Incomplete analysis presented and some strategies explored. | Complete analysis presented and appropriate strategies explored. | Strong analysis presented and acceptable strategies explored. | Exceptional analysis presented and acceptable strategies explored with references to theories and concepts studied. |
| Use of academically appropriate document style, writingstyle and referencing system (20%) | You have not used an academically appropriate writing style and/or referencing system (e.g., you have used common terms or overly formal language or failedto use a recognised referencing system i.e., APA) . | You have used an academically appropriate writing style and referencing system. | You have used an academically appropriate writing style and referencing system to an above average standard. | You have used an academically appropriate writing style and referencing systemto a very high standard. | You have used an academically appropriate writing style and referencing system to an exceptionally high standard. |
| Effectiveness of communication (15%) | Your written communication is poor. | Your written communication is easy to follow. | Your written communication is clear and succinct to an above average standard. | Your written communication is clear and succinct to a very high standard. | Your written communication is clear and succinct to an exceptionally high standard. |
| Total: 20 marks | |||||
| Part 2: Presentation | Fail (0 – 49%) | Pass (50-64%) | Credit (65-74%) | Distinction (75-84%) | High Distinction (85 – 100%) |
| Group Presentation (100%) | The presentation is unengaging and demonstrates poor communication skills.The presenter lacks effective use of visual aids,eye contact, and clarity in speech. | The presentation is somewhat engaging but lacks effective communication skills. | The presentation is adequately engaging and demonstrates satisfactory communication skills. The presenter uses visual aids but may lack consistent eye contact or clarity in speech. | The presentation is engaging and demonstrates good communication skills.The presenter effectively uses visual aids, maintains eye contact, and speaks clearly. | The presentation is highly engaging, well-rehearsed, and demonstrates excellent communication skills.The presenter effectively uses visual aids, maintains eye contact, and speaks clearly and confidently |
| Total: 10 marks | |||||
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