You are a consultancy group of researchers a leading in hospitality industry and your group is going to investigate the quality management research related to 5-Star hotels in any context/country. The goal is that, you are about to re-open the hotel after the government lockdown measures due to the Covid-19 pandemic.

Requirements:

HOS70104 Page 1 Group Project (40 marks) The Scenario You are a consultancy group of researchers a leading in hospitality industry and your group is going to investigate the quality management research related to 5-Star hotels in any context/country. The goal is that, you are about to re-open the hotel after the government lockdown measures due to the Covid-19 pandemic. The head office has asked your consulty to do a pragmatic research and submit a written proposal detailing the new measure of quality management that would be incorporated in the re-design of services that you would be introducing to comply with the health and safety requirements of your diners such as social distancing, safety measures and quality assurance. The head office has also informed that you have to interview minimum of 2 respondents (managerial position) from the industry to incorporate the practically of this research. The goal is prepare a comprehensive research proposal for further research Assignment questions Your report will only focus on the re-thinking of the services in the Hotel Rooms, Public Areas, and F&B restaurants those caters for the breakfast, lunch and dinner crowd. Your report should include the followings: 1. Introduction (3 marks) 2. The change in the consumer behavior of the diners. This may include changes that had already happened to your potential guests during the MCO period when they were at home and also the changes in consumer behavior due to your service re-design. (5 marks) 3. Literature review on the service process of the re-designed services post pandemic. (5 marks) 4. Potential impact of the re-designed services across the hotel and its staffs and the processes. (3 marks) 5. Explain how customer satisfaction can still be maintained with the re-designed services. Where applicable, explain how the re-designed services can exceed customer expectations. (7 marks) 6. State the mechanism that you would use to measure service quality after the experience by the hotel guests of your re-designed services. (7 marks) 7. Identify which touchpoints of the hotel service failure(s) could occur and describe how the hotel is going to deal with such service failures. Also state their recovery strategies. (7 marks) 8. Describe how this re-designed services would gain competitive advantage over rival nearby 5 & 4 star hotels. (3 marks) Guidelines 1. The format of your report is as follows:

HOS70104 Page 2 a. Cover page. (Title, module code, module name, group member’s names, submission date) b. Content page. c. Assignment question. d. Introduction e. Answers to your assignment questions. (follow the order as given in the question starting from question 1 to question 8) f. Conclusion. g. Bibliography/References h. Appendices. (copy of any other relevant documents of interview transcripts) 2. You are only allowed to use Microsoft Word, Font Size 12, Times New Roman, with 1.5 spacing, 3500-word limit (5% -/+) excluding bibliography/references throughout the write-up for your soft-copy report. 3. Marks will be awarded based on the quality of your group project report. The total marks is 40 marks and the mark allocations are as follows: a. Introduction b. Answer to assignment questions (Qs. 1 to 8) – 40 marks c. Conclusion d. Presentation – 30 marks [separated under assignement task 2] 4. Presentation Guidelines a. At the minimum, the content of your presentation to include information contained in ‘part f’ & ‘part g’ of section 1 of the guidelines. b. Each group is only allowed to present for 20 minutes. Marks will be deducted for presenting beyond the 20 minutes timeframe. c. Each member of the group has to present a section of the slides. 5. Submission deadline are as follows: a. Hard-copy report – ##### b. Submission and Presentation – Week 7