TRM317 Final Mini Project

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Course Code : TRM317 Course Name : SERVICES MANAGEMENT & CUSTOMER CARE IN HOSPITALITY INDUSTRY
This mini project carries 40% of the total assessment for this course.
Examiner(s): GOBEIN		Student Name & HELP ID:
Date (Released) : 7 MAR 2025, 12:00 PM		Submission/Time : 21 MAR 2025, 12:00 PM
Time allowed : 2 WEEKS
INSTRUCTION(S): 1. This Mini project consists of SIX (6) questions. Students are required to answer ALL questions. 2. Students are required to upload their answers script to the LMS Platform. 3. Students are to provide student ID and e-mail address in each of their answers script. 4. Students MUST pass this mini project in order to pass this course. *(This mini project paper consists of 6 questions in 7 printed pages, including cover page)*

TRM317 (MVIC Nov 2024 Semester), Final Assessment – Mini Project Page 2

FINAL MINI PROJECT

Weightage:

40%

Due Date:

Word Limit:

5000 words

Excluding in-text citations and list of reference

Mode of Assessment:

Individual Mini Project

Mini Project: Enhancing Guest Experience with Convenience and Timing in Hotel Operations

As a young and ambitious hotel manager, Ms. Sophia is constantly looking for ways to improve guest satisfaction and operational efficiency. She recently took charge of a boutique hotel specializing in personalized guest services and unique experiences. Within a few months, the hotel gained a reputation for its exceptional hospitality—

Ms. Sophia and her team were known for being attentive and for going the extra mile to make every guest feel valued.

However, the growing popularity brought challenges. As the hotel reached higher occupancy levels, guests started complaining about long wait times at the front desk during check-ins and check-outs. One outspoken guest expressed their frustration directly to Ms. Sophia, saying, “I arrive at the hotel on time for check-in, only to wait in line for 20 minutes. Once at the counter, the check-in process is slow and disorganized. Your hotel is wonderful, but the waiting experience makes it feel less welcoming. Please address this issue—it’s a matter of respect for your guests’ time.”

Ms. Sophia apologized and promised to address the delays. She noted that predicting peak check-in and check-out times was difficult, as some guests requested additional services or had complex inquiries that extended their time at the counter. When she

asked her staff for feedback, they confirmed that complaints were increasing. “It’s not just the long lines,” one receptionist explained. “Guests are arriving later than expected for check-ins or don’t follow the check-out timing rules. They assume there will be delays anyway, so they don’t feel the need to be on time, which creates a ripple effect and worsens the situation for others.”

Ms. Sophia recognized that resolving these issues was crucial to maintaining the hotel’s reputation and guest loyalty.

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TRM317 (MVIC Nov 2024 Semester), Final Assessment – Mini Project Page 3

Mini Project Questions:

1. What are the FOUR (4) key service gaps evident in this scenario, and what strategies would you recommend to effectively address and close them?

(20 marks)

2. What actions would you implement to exceed patient expectations through timely service delivery, particularly as part of a “service recovery” effort?

20 marks)

3. Identify and explain in detail TWO (2) key “turnoffs” related to the situation described. What specific actions should the staff and management take to address these issues effectively?

(20 marks)

4. In this scenario, what is the role of technology within the service encounter model, and how would you utilize it to optimize interactions, improve efficiency, and enhance the overall customer experience?

(20 marks)

5. In the context of service management, how can a hotel effectively integrate customer feedback into its operations to enhance service delivery and guest satisfaction? Discuss the methods for gathering, analysing, and acting on guest feedback to improve service quality.

(10 marks)

6. Customer care in the hospitality industry involves meeting and exceeding guest expectations. Identify the key elements of exceptional customer care and explain how hotels can create a culture of service excellence among staff to foster long term guest loyalty.

(10 marks)

A2: Structure & Guideline of mini project

∙ In this mini project, you should discuss all the questions logically by demonstrating your understanding and the application of the theories which you have acquired from this module.

∙ Use of good supportive evidence from the case study that are substantiated and cross referenced to wider academic literature related to Service Management. ∙ Well written with appropriate Harvard referencing style. The Harvard referencing format will be used for in-text citation and list of reference.

a. A brief website guide for Harvard referencing is available at: http://www.citethisforme.com/harvard-referencing.

b. A good guide for referencing is: Richard Pears and Graham Shields (2010). Cite Them Right: Essential Guide. 8^thEdition. Basingstoke: Palgrave Macmillan. Available at ELM Library call number PN171 Pea.

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TRM317 (MVIC Nov 2024 Semester), Final Assessment – Mini Project Page 4

c. You should be careful to include citations within your work as well as a reference list at the end. Unreferenced work will fail.

∙The mini project should contain the following:

a. Table of Content.

b. Main body, which should be organised according to the questions set. c. Appendices, if used, should be numbered and titled. Make sure you refer your reader to them as required.

d. Word count.

e. Harvard-style reference in the text and list of reference.

f. Complete TurnItIn Originality Report.

A3: Formatting

∙The mini project must be formatted in the following layout:

a. Submission should be word-processed in accordance with the following: ∙Times New Roman/Arial/Verdana/Tahoma, Font Size 12.

∙ 1.5-line spacing.

∙The page orientation should be ‘portrait’.

∙Margins on both sides of the page should be no less than 2.5 cm.

∙ Pages should be numbered.

A4: Late submissions

∙ 5 days duration is given to the student to complete & submit the report. Failing to do so will caused the student fail this final assessment.

∙ All completed assignment should be submitted to LMS & Microsoft Teams platform after the student have submitted into the Turnitin. All submission must be attached together with Turnitin report percentage to verify the authenticity of the assignment.

A5: TurnItIn Requisites

a. Our policy on the use of TurnItIn recognises the educational desirability that all of our students should enjoy the opportunity to self-submit their work to TurnItIn (before submitting for assessment).

b. We also recognise that TurnItIn originality reports will sometimes assist in the identification of plagiarised work submitted for assessment.

c. Work that is submitted to TurnItIn generates a TurnItIn originality report, showing which parts of it have been reproduced from which sources.

d. The system compares submissions to material that is to be found: on the world wide web; in its database of previous submissions; and in its growing number of databases of published articles. You should not assume that a TurnItIn originality report with a low similarity index is evidence that the piece of work concerned is free from plagiarism.

e. Students are only be allowed to submit their work into Turnitin submission should be 1 time only.

f. All Turnitin submission will be through TRM317 class portal at LMS platform.

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TRM317 (MVIC Nov 2024 Semester), Final Assessment – Mini Project Page 5 HELP UNIVERSITY

TRM317 MINI PROJECT MARKSHEET FORM

Assessment Criteria	Mark	Maximum _en^M_t^a_IDrk 20
Student Name	_h^veStud

Which FOUR (4) service gaps are existing? And suggest how would you close the gaps.

Suggest the actions would you take to try to exceed the patient’s expectation with timely services involved as an act of “service recovery.”		20
Explain in detail which TWO (2) turnoffs related with the above case study? What action should be taken by the staff & management in that case study?		20
what is the role of technology in service encounter model involved and explain how you would use the idea?		20
In the context ofservice management, how can a hotel effectively integrate customer feedback into its operations to enhance service delivery and guest satisfaction? Discuss the methods for gathering, analysing, and acting on guest feedback to improve service quality.		10
Customer care in the hospitality industry involves meeting and exceeding guest expectations. Identify the key elements of exceptional customer care and explain how hotels can create a culture of service excellence among staff to foster long-term guest loyalty.		10
Examiner: Gobein
Total Mark		100
Comments:

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TRM317 (MVIC Nov 2024 Semester), Final Assessment – Mini Project Page 6

Mini Project Marking Scheme:

Mark Range Grade Grade Point Description

(85-100) HD 1 (4.00) ∙ Comprehensive and excellent grasp of key service management concepts/theories.

∙ Excellent use of analytical means and logical arguments.

∙ Excellent synthesis of arguments and excellent use of

relevant examples.

∙ Balanced discussions and excellent flow of ideas.

∙ Excellent command of language with no errors.

∙ Excellent and consistentreferencing.

(80-84)	HD 2	(3.75)	∙ Comprehensive and excellent grasp of key service management concepts/theories. ∙ Excellent use of analytical means and logical arguments. ∙ Good synthesis of arguments and excellent use of relevant examples. ∙ Balanced discussions and good flow of ideas. ∙ Excellent command of language with no errors. ∙ Excellent and consistentreferencing.
(75-79)	DI 1	(3.50)	∙ Fairly comprehensive and good grasp of key service management concepts/theories. ∙ Excellent use of analytical means and logical arguments. ∙ Good synthesis of arguments and good use of relevant examples. ∙ Fairly balanced discussions and good flow of ideas. ∙ Good command of language and negligible amount of errors. ∙ Good referencing.
(70-74)	DI 2	(3.25)	∙ Fairly comprehensive and good grasp of key service management concepts/theories. ∙ Excellent use of analytical means and logical arguments. ∙ Good synthesis of arguments and moderate use of relevant examples. ∙ Fairly balanced discussions and good flow of ideas. ∙ Good command of language and limited amount of errors. ∙ Good referencing.
(65-69)	CR 1	(3.00)	∙ Fairly comprehensive and reasonably good grasp of key service management concepts/theories. ∙ Good use of analytical means and logical arguments. ∙ Good synthesis of arguments and moderate use of relevant examples. ∙ Fairly balanced discussions and reasonably good flow of ideas. ∙ Good command of language and limited amount of errors. ∙ Good referencing.
(60-64)	CR 2	(2.75)	∙ Competent grasp of key service management concepts/theories. ∙ Competent use of analytical means and logical arguments. ∙ Fair synthesis of arguments and moderate use of relevant examples. ∙ Fairly balanced discussions and fairly clear flow of ideas. ∙ Competent command of language and limited amount of errors. ∙ Satisfactory referencing.

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TRM317 (MVIC Nov 2024 Semester), Final Assessment – Mini Project Page 7

(55-59)

PS 1

(2.50)

∙ Passable grasp of key service management

concepts/theories.

∙ Competent use of analytical means and logical arguments. ∙ Fair synthesis of arguments and lack of relevant examples. ∙ Fairly balanced discussions and fairly clear flow of ideas.

∙ Satisfactory command of language and moderate amount of errors.

∙ Satisfactory referencing.

(50-54)

PS 2

(2.00)

∙ Basic grasp of key service management concepts/ theories. ∙ Less than satisfactory use of analytical means and logical arguments.

∙ Little synthesis of arguments and hardly any relevant examples.

∙ Some evidence of balanced discussion but poor organisation. ∙ Satisfactory command of language and considerable amount of errors.

∙ Relatively flawed referencing.

(0-49)

(0.00)

∙ Shows ignorance of key service management

concepts/theories.

∙ Less than satisfactory use of analytical means and logical arguments.

∙ Little synthesis of arguments and no relevant examples. ∙ Little or no balanced discussion and poor organisation. ∙ Relatively poor command of language and unable to expressideas clearly.

∙ No referencing or very poor referencing.