Retail
and Hospitality - Hotel/Motel Manager
"Managing
Your Staff"
Survey
of Motels
The
Impact of AirBNB on the Industry
Working
in Freycinet, Tasmania?
”Hotel
Rwanda” - the Ethical Issues Involved
Another Episode of Fawlty Towers
"Managing
Your Staff"
(ideas from
Reuban West, ACU Education student)
Primary
Middle
Secondary
Australian
Curriculum General Capability:
Personal and social capability
Australian
Curriculum General Capability: Ethical Understanding
Australian
Curriculum General Capability: Intercultural Understanding
1.
Scenarios.
Being a Hotel manager calls for
the ability to multi-task and to assess situations based
on fair ethical treatment. You will be busy and will be asked to do
tasks which will not only help bring business but will also encourage your
guests to return.
2. As the manager you are the boss
and must handle jobs like maintaining staff, maintaining finances and
promoting your business all at once. When it comes to maintaining your staff
you must be able to make sure they treat the guests professionally and that
they are being treated the same. If they receive complaints it is your job
to investigate the complaint and see that they are given a fair
hearing and understand the consequences in regard to
their employment.
3. Choose two of these scenarios which focus on complaints and write a brief
report as to how you would proceed. Try to be as positive
and encouraging as possible:
a. You have just been
given a complaint by a guest in the hotel that one of your cleaners,
Estelle, has stolen from the room. They are missing money they have
stored in one of the rooms drawers and after stepping out for the
day they have discovered that the money is missing. The only people
that have been in the room was the guest, their family and the
cleaner. The cleaner has no prior complaints and has been working
for the hotel for years.
Estelle, the cleaner |
b. A new
young receptionist, Tom, has been accused of being repeatedly rude
to guests and staff. The complaints range from name calling to
impatience with guests. He defends himself by admitting to his
inexperience but it seems he doesn’t try to make an improvement.
Tom, the receptionist |
c.
Currently there is a waiter, Simon, in your dining area who is new
and has a slight language barrier. With English being his second
language, there have been many miscommunications between staff
members and the waiter but he has maintained a professional work
ethic and has improved. However there is a new guest who has seemed
to take a disliking to this new waiter. Whenever he enters the
dining room he wishes to be served by another staff member and
whenever he is served by Simon, he treats him unfairly and almost to
the point of abuse.
Simon, the waiter |
4.
Discuss with a
partner. After discussing, would you change your actions?
Survey
of Motels
Primary
Middle
Australian
Curriculum General Capability:
Critical and creative thinking
Australian
Curriculum General Capability:
Personal and social capability
Australian
Curriculum General Capability:
Numeracy
Australian
Curriculum General Capability: ICT Capability
Australian
Curriculum General Capability:
Literacy
Cooperative
Learning Activity
1.
As a group of four, you are to survey the motels in your local area or town.
Find out:
- How many rooms are available?
- How many queen, family and single
rooms
- Cost of rooms?
- Single story or double?
- Who are the most frequent guests -
travellers off the road, truckies, salespersons?
- What are the amenities? Jug,
microwave, blow-dryer?
- How many staff are employed
- Their positions?
- Services provided by the motel -
Meals - Breakfast? Room service?
- Occupancy rate? State as a
percentage. Is the occupancy rate seasonal?
- Does the manager live at the
motel?
- What training did they get to
become a manager?
- Do they own the motel? Franchise?
Or are they employed?
2. Put together your information into an
infographic using Venngage or Canva
3. Write a short story about the time you
spent a night in a motel. Were you visiting relatives? Going on a trip?
Where was the motel? Who stayed there with you? Describe in detail.
The
Impact of AirBNB on the Industry
Middle
Secondary
Australian
Curriculum General Capability:
Critical and creative thinking
Australian
Curriculum General Capability:
Personal and social capability
Australian
Curriculum General Capability:
Numeracy
1. AirBnB has changed the Hospitality
Industry around the world. Listen to the following audio file from
The Conversation where Nicole Gurran, Professor - Urban and Regional
Planning, University of Sydney, is interviewed about Airbnb and its
impact on cities.
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