HGE401 Hotels And The Guest Experience:
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| ASSESSMENT 1 BRIEF | |
| Subject Code and Title | HGE401: Hotels and the Guest Experience |
| Assessment | Learning Portfolio |
| Individual/Group | Individual |
| Length | 2,500 words over 5 tasks (+/-10%) |
| Learning Outcomes | The Subject Learning Outcomes demonstrated by successful completion of the task below include: Analyse the development of the tourism and hospitality industry, and its relationship to the concept of hospitableness.Critically evaluate changing customer behaviour trends and how we manage the guest experience.Evaluate the correlation between the guest experience and business success dimensions.Examine how hospitality intelligence plays a role in creating positive guest experiencesDevelop innovative and creative strategies to engage and meet the needs of our hotel guests. |
| Submission | Part 1 – due by 11:55 pm AEST/AEDT Sunday end of Week 4 Part 2 – due by 11:55 pm AEST/AEDT Sunday end of Week 7 |
| Weighting | 50% |
| Total Marks | 100 marks |
Task Summary
The portfolio is an organised collection of five (5) tasks designed to represent your efforts and academic achievements in the subject over a period from Weeks Two (2) to Seven (7). The main purpose of this portfolio is for you to review and reflect upon what you have learned in those weeks and to communicate your knowledge and reflections in a series of tasks related to weekly topics. The portfolio should show a progressive development in understanding and applying concepts and theories to build a framework that can be utilised to design, manage, and co-create hotel guest experiences.
Context
The mature stage of the hospitality industry, characterised by higher guest expectations, increased competition, and standardised offerings, has accentuated the importance of staging and managing personalised, high quality guest experiences. Through these high-quality guest experiences, hotels can create and sustain business success. Hoteliers are now required to utilise key customer experience concepts and create innovative strategies in the design and management of hotel experiences.
This assessment represents a collection of tasks that, viewed holistically, allows you to develop a guest experience framework for the design, management, and co-creation of hotel guest experiences.
Each task of HGE401 Hotels and the Guest Experience is conceived to build on knowledge and skills week-by-week and provides several benefits:
- It provides an opportunity to acquire academic, professional, and personal growth at this early stage of your course in a fun and manageable manner.
- The sequence of tasks builds on the knowledge and skills acquired each week and allows you to familiarise and master skills necessary for successful completion of the unit and the course, such as research skills and critical thinking
- It provides an opportunity to familiarise and utilise different forms of communication in completing these tasks, such as written and visual.
- The tasks provide a platform to use your own previous experiences, as well as engage with academic material and industry practices that are relevant in the contemporary hotel industry
- The portfolio is also an opportunity for you to receive ongoing feedback from your learning facilitator, identify areas of improvement and assess your achievements.
Task Instructions
This progressive HGE401 Hotels and the Guest Experience assessment portfolio will enable you to review and consolidate weekly topics by applying the acquired knowledge in a series of five (5) tasks. The individual tasks allow you to develop a combined guest experience framework utilised to design and manage hotel guest experiences.
The assignment requires you to submit a portfolio of five (5) tasks in two (2) submissions. In the first, non-graded submission (Week 4) you will be required to present the first three tasks. Your Learning Facilitator will provide feedback that must be incorporated in the second submission, which will include all the five tasks of the portfolio. Each task focuses on different but related aspects of the hotel guest experience framework. It is important to highlight the relationships across the five tasks in your final submission. Submit the assignment through SafeAssign.
Submission 1 (Non-graded):
In your first submission, you are required to submit your first three tasks based on topics two (2), three
(3) and four (4) by the end of Week Four (4).
These tasks introduce you to the key concepts and theories relevant to hotel guest experiences. The tasks will allow you to reflect on the role that hoteliers have, and the competencies, skills, behaviours, and attitudes required to design, manage, and co-create memorable hotel guest experiences.
You will be provided feedback on the three tasks submitted and are expected to address this feedback in Submission 2.
Submission 2 (Graded):
In your second submission, you are required to resubmit your adjusted (after feedback) first three tasks, as well as two additional tasks by end of week 7. In this submission, you will utilise the concepts examined in the first three submissions and apply them to an industry case study. These tasks will also require you to examine and utilise key communicative tools utilised in the industry for the design and
management of guest experiences (such as customer personas, mood boards and infographics) to analyse a case study.
*Important
You are expected to address feedback provided to you in Submission 1.
The five tasks must be bound together in one submission and must show cohesion and linkage. You will be required to apply key concepts and theory explored in the first three tasks in the analysis and interpretation of the case study (Tasks 4 and 5) and thus demonstrate understanding of the main theories and concepts of the unit.
Complete the following tasks as part of your final submission:
- Write an Introduction (100 words)
· Include Tasks 1, 2 and 3 – Adjusted after feedback of learning portfolio milestone.
- Complete Task 4 and 5 (listed below)
- Write a Conclusion (200 words) summarising the main concepts and theories as you have applied them to the case study. Make sure you include concepts and theories from your Submission 1 (e.g., hospitableness, hospitality competencies, emotional intelligence, and the guest experience).
Referencing
You are expected to refer, in text, to a minimum of ten (10) academic sources, plus others as required in order to show competency in the assessment. Up to three of these can be academic textbooks, with a minimum of seven (7) academic journal articles. Blogs and other unverifiable sources will not count as academic references but can still be used to support your writing.
All referencing must be in accordance with the Academic Writing Guide: APA on SharePoint.
It is essential that you use appropriate APA style for citing and referencing research. Please see more information on referencing here in the Academic Writing Guide found via the Academic Skills website.
Submission Instructions: Upload your submission via the Assessment 1 link in Blackboard.
Please note: To upload multiple files, once your first item has been uploaded, click ‘Browse Your Computer’ to attach your extra documents. When all files are uploaded, click Final Submit
Academic Integrity:
All students are responsible for ensuring that all work submitted is their own and is appropriately referenced and academically written according to the Academic Writing Guide. Students also need to have read and be aware of Torrens University Australia Academic Integrity Policy and Procedure and subsequent penalties for academic misconduct. These are viewable online.
Students also must keep a copy of all submitted material and any assessment drafts.
Special Consideration
To apply for special consideration for a modification to an assessment or exam due to unexpected or extenuating circumstances, please consult the Assessment Policy for Higher Education Coursework and ELICOS and, if applicable to your circumstance, submit a completed Application for Assessment Special Consideration Form to your Learning Facilitator
Assessment Rubric Portfolio Parts 1 and 2
| Assessment Attributes | Fail (Unacceptable) 0-49% | Pass (Functional) 50-64% | Credit (Proficient) 65-74% | Distinction (Advanced) 75 -84% | High Distinction (Exceptional) 85-100% |
| Knowledge and understanding (technical and theoretical knowledge) 30 % | Limited understanding of required concepts and knowledge. Key components of the assignment are not addressed. Poor overview of guest experience theories and application. | Knowledge or understanding of the field or discipline. Resembles a recall or summary of key ideas. Often confuses assertion of personal opinion with information substantiated by evidence from the research/course materials. Satisfactory overview of guest experience theories and application. | Thorough knowledge or understanding of the field or discipline/s. Supports opinion and information substantiated by evidence from the research/course materials. Demonstrates a capacity to explain and apply relevant concepts. Good overview of guest experience theories and application. | Highly developed understanding of the field or discipline/s. Discriminates between assertion of opinion and information substantiated by robust evidence from the research/course materials and extended reading. Well demonstrated capacity to explain and apply relevant concepts. Superior overview of guest experience theories and application. | An excellent understanding of the field or discipline/s. Systematically and critically discriminates between assertion of personal opinion and information substantiated by robust evidence from the research/course materials and extended reading. Proficiency in concepts and application to new situations/further learning. Excellent overview of guest experience theories and application. |
| Assessment Attributes | Fail (Unacceptable) 0-49% | Pass (Functional) 50-64% | Credit (Proficient) 65-74% | Distinction (Advanced) 75 -84% | High Distinction (Exceptional) 85-100% |
| Analysis and application with synthesis of new knowledge 30 % | Limited synthesis and analysis. Limited application/ recommendations based upon analysis. | Demonstrated some analysis and synthesis of new and existing knowledge. Shows limited application of theories/concepts/models to tasks and case study. | Well-developed analysis and synthesis of new and existing knowledge. Shows good application of theories/concepts/models to tasks and case study. | Thoroughly developed and creative analysis and synthesis. Clear and well-considered application of theories/concepts/models to tasks and case study. | Highly sophisticated and creative analysis and synthesis of new with existing knowledge. Superior application of theories/concepts/models to tasks and case study. |
| Quality of visuals and infographics – Storyboard, guest persona, strategies infographic 10% | Visuals and/or graphics do not relate to the topic. Several required elements were missing. Visuals and Infographics are distractingly messy or very poorly designed | Some visuals and/or graphics relate to the topic. All but 1 of the required elements are included on the infographic. Visuals and infographics are attractive though they may be a bit messy or hard to follow | Most visuals and graphics are related to topic, and all required elements are presented clearly. Visuals and infographics are attractive, clear, and easy to understand. | All visuals and graphics are related to the topic, and all required elements are presented clearly. Visuals and graphics are attractive in terms of design, layout, and neatness. | Visuals and graphics are related to the topic extremely well and all elements are clear and enhance the analysis in a professional way. Visuals and graphics are attractive in terms of design, layout, and neatness. |
| Assessment Attributes | Fail (Unacceptable) 0-49% | Pass (Functional) 50-64% | Credit (Proficient) 65-74% | Distinction (Advanced) 75 -84% | High Distinction (Exceptional) 85-100% |
| Effective Communication 20% | Difficult to understand with no logical/clear structure, poor flow of ideas, argument lacks supporting evidence. The line of reasoning is difficult to follow. Did not meet the word count requirements. | Information, arguments, and evidence are presented in a way that is not always clear and logical. Line of reasoning is often difficult to follow. | Information, arguments, and evidence are well presented. Ideas and arguments and presented in a logical way. Line of reasoning is easy to follow. | Information, arguments, and evidence are very well presented. Flow of ideas and arguments is logical, clear, and well supported by evidence. | Information, arguments, and evidence are presented in a professional way. Flow of ideas is clear, logical and shows excellent understanding of topic. |
| Quality of research- Correct citation of key resources and evidence 10% | Demonstrates inconsistent use of quality, credible and relevant resources to support and develop ideas. | Demonstrates use of credible and relevant resources to support and develop ideas, but these are not always explicit or well developed. | Demonstrates use of very good quality, credible and relevant resources to support and develop ideas. | Demonstrates use of high quality, credible and relevant resources to support and develop arguments and statements. Shows evidence of wide scope within the organisation for sourcing evidence. | Demonstrates use of excellent quality, credible, and relevant resources to support and develop arguments and position statements. Shows evidence of wide scope within and without the organisation for sourcing evidence. |
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