ASSESSMENT OVERVIEW
Assessment Number: Report 4: Systems
Assignment Type: Report
Weighting: 15%
Word Count: 2,5000 WORDS (+/- 10%)
ASSESSMENT OBJECTIVES
This assessment is designed to help you achieve the following Unit Learning Outcomes:
? ULO1: Critically reflect on capabilities of self and others in workplace context
? ULO2: Analyse a hospitality organisation or related research project by adapting key management tools and techniques learned across the MIHM program
? ULO3: Develop solutions to improve aspects of organisational performance
The marking rubric is accessible through the relevant assessment on Engage.
INSTRUCTIONS
Record your critical observations, thoughts, and reflections on the experience of working with your host employer and in the hospitality industry in general. In addition to your Reflective Practice, Report 4 analyses the systems that enable management to make decisions and how they are measured. All organisations use various systems to measure their performance. For instance, Hilton Hotels regularly use a Service and Loyalty Tracking System (SALT), sending guests an email survey to find out the satisfaction of the person during their stay. Hilton only count 9's or 10's as passing scores, thus any survey returned with an 8 or below is considered failing or -zero- in that area. Scores from these surveys are then used by the leadership group to measure areas such as satisfaction, performance and loyalty. All departments have to react to these surveys on a regular basis.
STRUCTURE
Report 4 should be based on the following structure (or similar):
? Cover/Title Page - Do not forget to include the report title, your full name and student ID.
? Executive Summary - Concise summary of main findings (please pay attention to this part; read and understand my comments in your first report). An executive summary (or management summary) is a short document or section of a document produced for report writing purposes. It summarizes a longer report or proposal or a group of related reports in such a way that readers can rapidly become acquainted with a large body of material without having to read it all. It usually contains a brief statement of the problem or proposal covered in the major document(s), background information, concise analysis, and main conclusions.
? Table of Contents - please make sure to include page number(s) for each sub-topic and your right margin is justified. Do not present your TOC in a table form.
? Introduction - What you researched and why (background to the report and how you are going to address the ion). This should include objectives of the report writing and briesummary of the report content.
? Analysis/Discussion - Make a connection between your observations and experience and the skills and knowledge gained in previous study in the MIHM. This section consists of two sections (Part 1 and Part 2 as described below): o Part 1) Focus of Report: Identify the systems that enable management to make decisions and how they are measured.
? What kind of system has your organisation? How is it used? Is it a useful tool? If they don’t use one, what would you suggest? For example, how are the following measured in your organisation:
• Customer Satisfaction
• Staff Satisfaction
• Financial performance
• Environmental performance
• Risk
o Part 2) Reflective Journal: Key work-related activities undertaken since last report:
? List activities in point form (this does not stop you to provide further elaboration on each point. I need to see a reflection on each activity. Not just a short statement of what you have been doing. A reflection might include details on the task, how you do it, did you have prior knowledge/skills, did you get a proper training from other staff? Did you ask questions? Were there any issues/problems? How did you handle the problems? What did you learn from the task assigned? Is it beneficial for your skills/employability development? etc.).
? People consulted in relation to your placement (internal and external) – same reflection approach explained in previous point.
? Reflection on your placement and activities undertaken since last report - what have you found out about the department/organisation and about yourself? – same reflection approach explained in previous point.
? Any challenges faced and how they have been addressed. same reflection approach explained in previous point.
? Future plans for activity - What? Why? Who? Where? When? How?
? Conclusion - Summary of the most significant information/results/findings and a statement that explains how you addressed the assessment criteria. You should not include any new material in this section. You could indicate areas where your research has limits or barriers or where further research would be useful.
? Recommendations - This includes suggestions for what needs to be done as a result of your findings. Recommendations are usually listed in order of priority supported with further explanation. Do not just list down recommendations without answering the What? Why? Who? Where? When? How?
? References - Harvard style in alphabetical order (this is very important to adhere to. Refer to Harvard Referencing Guidelines attached. It is slightly different from what is available in Word Document).
? Appendices - information that is not essential to explain your findings, but that supports your analysis (especially repetitive or lengthy information), validates your conclusions or pursues a related point.
FURTHER INSTRUCTIONS
Your report must be written as an academic report, in the third person and contain an Introduction, a Body, a Conclusion, and a Reference list.
You must use a variation of the Harvard referencing style, e.g., as per LCBA’s Harvard
Referencing Guide or the Harvard Anglia 2008 MS Word’s built-in Citation & Bibliography tool. All references must be formatted consistently in accordance with the chosen style.
You must submit your assignment to Turnitin, via LCBA Engage.
For assessment due date, refer to the Unit Outline and Engage class.
Assessment Criteria
1. Relevance of the content to the task
2. Application of theory from MIHM to industry situations and applications
3. Constructive critical analysis, observation and reflection
4. Clear and effective communication – written, verbal and visual
5. Business style reporting - legible, audible, articulate, engaging and well presented, adhering to guidelines and checked for spelling, punctuation and grammar.
6. Acknowledgement of all sources of information and other materials, appropriately referenced
7. Insight, philosophical implications and originality
8. Evidence of independent research of the topic