MRD403 Management Of Rooms Division:
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| ASSESSMENT 1 BRIEF | |
| Subject Code and Title | MRD403 Management of Rooms Division |
| Assessment | Individual Business Report and Mind Map |
| Individual/Group | Individual |
| Length | 1,000 words (+/‐ 10%) |
| Learning Outcomes | The Subject Learning Outcomes demonstrated by successful completion of the task below include: a) critical components of service quality Evaluate and guest experience in a room’s division context. |
| Submission | Due by 11:55 pm AEST/AEDT Sunday end of Week 4 |
| Weighting | 20% |
| Total Marks | 100 marks |
Assessment Task
You are the Rooms Division Manager of a hotel and have been tasked by your Hotel General Manager (GM) to develop a new management position in your department. You must write a business report arguing the reasons and the need for this new position, describing the role, and explaining the impacts this new position will have on the department and the guests. You shall assume that your hotel currently does not have this position. Your research and discussion will be presented to your GM in the way of a business report (approx. 750 words) and by using a mind map (approx. 250 words).
Please refer to the Instructions for details on how to complete this task.
Context
A critical component of Rooms Division operations is the management ofMRD403 Management of Rooms Division guest service, the engagement of the team members, and the quality of the room product. Having the right staff in the right roles completing all necessary tasks leads to operational excellence in both the guest experience journey and staff satisfaction.
Your GM has requested you to prepare a business case on adding an additional supervisory or management position that does not exist in your hotel currently (however may commonly exist in the industry) and present this in a business report and mind map, showing the tasks this position would include, as well as the context for creating this role. Hotels operate better when all guests and staff have a dedicated manager for their operational needs. When hotels stretch their management team’s responsibilities, they may save wages in the short term, however it may also create poor service standards for guests, staff turnover, or poor work culture.
This assessment assists your learning by developing skills in critical analysis and strategic thinking. It requires you, a Rooms Division Manager, to write a business report addressed to your GM, based on your analysis and suggestions of a new supervisory or management rooms division position for your hotel. Included in the report should be a mind map providing a visual diagram of your recommended tasks for this new manager.
Instructions
- Select a hotel and research its Rooms Division department.
- Your selected hotel can be anywhere in the world, but should be 4* or 5*, to have a large Rooms Division department.
- Research the hotel and its offerings: what departments exist in the hotel? What type of hotel is it (boutique hotel, conference centre hotel, resort, city‐centre hotel, etc.) and who are the target markets of the hotel (leisure‐oriented, business‐ oriented, or mix of both)?
- Focus on the customers: what are their needs and requirements? Look at the reviews for this hotel – are there any negative comments about the Rooms Division Department (e.g. check‐in, reservations, housekeeping, etc.).
- If possible, research the staff positions at the hotel: what is the current Rooms Division department organisational chart? Note that not all hotels will share this document online. You may have to make assumptions based on your research.
- Based on your research, decide on the Rooms Division management role that needs to be created.
- What position is missing from the organisational chart?
- Based on your research, what are the needs and requirements of the guests of this hotel? Which position would help assist with these needs?
- Remember that the position you choose can currently exist in the industry.
- Use academic and industry research to support your business case for the creation of this role.
This role is strictly to be in the room division department, not any other department in the hotel.
- Your business report should include the following headings:
- Torrens University Australia Cover Sheet
- Executive Summary (not included in word count)
- This is an overall summary of the report and its findings (needs for the position, role and impacts of the new role on the hotel)
- Table of Contents (with page numbers)
- Introduction (approx. 150 words)
- Present the hotel and its Rooms Division department
- Provide a brief overview of the new role proposed and the reason for its creation (e.g., enhance the guest experience or team culture, etc.)
- Finish with a short outline for the report
- Discussion (approx. 500 words)Needs analysis: provide a thorough reasoning for the position’s creation and needs in the department, based on both academic and industry researchRole introduction: present the new role and its tasks and responsibilities,Impacts of role: discuss the current circumstances of the hotel and what impacts the integration of the new position would have on the Rooms Division department, relating to service quality and staff engagement. You must also discuss the effects of this role on the guests and the guest experience
- Mind map (approx. 250 words)
- Focus on the role and the tasks and responsibilities the role holds
- Illustrate the relationship between the Needs analysis, Role introduction and Impacts of the role which you discussed in the Discussion, from both guest and staff perspectives
- Conclusion (approx. 100 words)
- Provide a brief summary of the report
- Reiterate your suggestions to your General Manager
- Reference list
- Provide a minimum of five (5) relevant and credible references
- Appendices (if any)
- Mind map (approx. 250 words)
Note for the mind map:
Your mind map is a visual device of MRD403 Management of Rooms Division used to brainstorm thoughts organically without worrying about order and structure. It allows you to visually structure your ideas to help with analysis and recall. N.B.: There are several free platforms that provide mind map templates, including Canva.com and Miro.com.
In creating your mind map you must show the relationship between:
- the reasons and need for the new position,
- the tasks to be completed by the new supervisor or manager, and
- the potential impacts on staff and guests.
Example of a mind map:
References
A variety of credible references, such as peer‐reviewed journals and publications from reputable publishers, should be used to support analyses and arguments. For thisMRD403 Management of Rooms Division MRD403 Management of Rooms Division assessment, you are expected to include a minimum of five (5) relevant and credible references. These may be academic journals or recognised quality business source references. Instead of simply quoting or paraphrasing from a source, you should interpret and/or evaluate the idea in question.
It is essential that you use appropriate APA style for citing and referencing research. Please see more information on referencing in the Academic Skills webpage.
Submission Instructions
Submit both your Business Report MRD403 Management of Rooms Division assignment and mind map, via the MRD403 Management of Rooms Division Assessment link in the main navigation menu in MRD403 Managing Rooms Division in Assessment 1 – Business report. The Learning Facilitator will provide feedback via the Grade Centre in the LMS portal. Feedback can be viewed in My Grades.
Please note: During the submission process, you must upload your Business Report and Mind Map in Word Doc format. Then click the Final Submit button.
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 MRD403 Management of Rooms Division 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
| Assessment Attributes | Fail (Yet to achieve minimum standard) 0‐49% | Pass (Functional) 50‐64% | Credit (Proficient) 65‐74% | Distinction (Advanced) 75‐84% | High Distinction (Exceptional) 85‐100% |
| Development and depth of an executive summary that is representative of the Business Report Percentage for this criterion = 10% | Limited overview of the case hotel. Key stages (needs analysis, role introduction and impacts of position) of business report are not all addressed. | Adequate overview of the case hotel. Key stages (needs analysis, role introduction and impacts of position) of business report are all addressed. | Clear and concise overview of the case hotel is presented. Key stages (needs analysis, role introduction and impacts of position) of business report are given equal consideration. | Clear and concise overview of the case hotel is presented with relevance to needs analysis, introduction of role and impacts of new position. | Expert overview of the case hotel is presented with relevance to needs analysis, introduction of role and impacts of new position. |
| Needs analysis of Rooms Division position based on academic and industry research, Percentage for this criterion = 20% | Limited synthesis and analysis. Limited research. | Demonstrated analysis and synthesis of new knowledge with application. Shows the ability to interpret relevant information and literature. | Well‐developed analysis and synthesis with research linked to analysis. | Thoroughly developed and creative analysis with application of pretested models and / or independently developed models, and research linked to analysis. | Highly sophisticated and creative analysis of new with existing knowledge. Strong research showing pretested models and / or independently developed models. |
| Knowledge and understanding of new position in the context of Rooms Division. Percentage for this criterion = 20% | Demonstrates a partially developed understanding of the position in context of Rooms Division by summarising standards and concepts briefly and expressing basic understanding of Rooms Division operations. | Demonstrates a functional knowledge of the Rooms Division position by summarising standards and concepts and providing good understanding of Rooms Division operations. | Demonstrates proficient knowledge of the Rooms Division role by summarising brand standards and relevant model and framework of service quality, and explaining a comprehensive understanding of Rooms Division operations. | Demonstrates advanced knowledge of service quality by explaining the purposes of brand standards and relevant models and frameworks of service quality, and how this impacts the overall guest experience. Describes the application within the context of the Rooms Division. Explains how the position influences guests’ and staff’s overall experience. | Demonstrates exceptional knowledge of position by explaining the objectives in applying relevant models and frameworks of the need of the position within the Rooms Division context. Argues the importance of the need for this position and explains how it influences guests’ and staff overall experience, integrating global perspectives to add value to recommendations. |
| Impact analysis of Rooms Division position based on Needs Analysis and understanding of new position. Percentage for this criterion = 20% | Limited synthesis and impact analysis. Limited application based upon Needs analysis. | Demonstrated impact analysis and synthesis of new knowledge based on new position proposed. Shows the ability to interpret Needs analysisand relevant information and literature. | Well‐developed impact analysis and synthesis with application to new proposed position linked to Needs analysis. | Thoroughly developed and creative impact analysis with application to new proposed position and justification linked to Needs analysis. | Highly sophisticated and creative impact analysis of new proposed position. Strong application of knowledge to proposed role. Justification is clearly based on the Needs analysis. |
| Analysing and presenting material and data in a way that is clear, meaningful and engaging to the audience in a mind map. Percentage for this criterion = 20% | Unclear message and/or information due to unsuitable selection of material. Lack of suitable images, icons and/or other graphics to communicate concepts. Frequent inconsistency in font size and colour, scale of graphics, and other icons. Choices in visual presentation make it difficult for the audience to read and do not promote audience engagement. | Lack of clarity in the message and/or information due to unsuitable selection of material. Few suitable images, icons and/or other graphics to communicate concepts. Some inconsistency in font size and/or colour, scale of graphics, and other icons. Choices in visual presentation make it easy to read but they do not promote audience engagement. | Generally clear message and information, with suitable selection of material presented in a basic manner. Some suitable images, icons, and/or other graphics to communicate concepts. A few inconsistencies in font size and/or colour, scale of graphics, and other icons. Choices in visual presentation make it easy to read and promote audience engagement. | Clear message and information, with good selection of material presented in a creative manner. Sufficient suitable images, icons and/or other graphics to communicate key concepts. Consistent font size and colour, scale of graphics, and other icons. Choices in visual presentation make it very easy to read and promote high audience engagement. | Clear message and information, with excellent selection of material presented in a creative and insightful manner. Highly suitable and impactful images, icons, and/or other graphics to communicate key concepts. Consistent font size and colour, scale of graphics, and other icons. Choices in visual presentation make it very easy to read and promote high audience engagement. |
| Effective Communication (Written) & correct citation of key resources and evidence | Presents information. Specialised language and terminology are rarely or inaccurately employed. Meaning is repeatedly | Communicates in a readable manner that largely adheres to the given format. Sometimes employs specialised language and terminology with | Communicates in a coherent and readable manner that adheres to the given format. Accurately employs specialised language and terminology. | Communicates coherently and concisely in a manner that adheres to the given format. Information, arguments and evidence are structured and | Expresses meaning coherently, concisely and creatively within the given format. Engages and sustains the audience’s interest. Information, arguments |
| Percentage for this criterion = 10% | obscured by errors in the communication of ideas, including errors in structure, sequence, spelling, grammar, punctuation and/or the acknowledgment of sources. Demonstrates inconsistent use of good quality, credible and relevant resources to support and develop ideas. Referencing is omitted or does not resemble APA. | accuracy. Information, arguments, and evidence are structured and sequenced in a way that is not always clear and logical. Some errors are evident in spelling, grammar and/or punctuation. Demonstrates use of credible and relevant resources to support and develop ideas, but these are not always explicit or well developed. Referencing resembles APA, with frequent or repeated errors. | Information, arguments and evidence are structured and sequenced in a way that is clear and logical. Occasional minor errors present in spelling, grammar and/or punctuation. Demonstrates use of credible resources to support and develop ideas. Referencing resembles APA, with occasional errors. | sequenced in a way that is, clear and persuasive. Spelling, grammar and punctuation are free from errors. Demonstrates use of good quality, credible and relevant resources to support and develop arguments and statements. Shows evidence of wide scope within the organisation for sourcing evidence. APA referencing is free from errors. | and evidence are insightful, persuasive and expertly presented. Spelling, grammar and punctuation are free from errors. Demonstrates the use of high‐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. APA referencing is free from errors. |
| The following Subject Learning Outcomes are addressed in this assessment | |
| SLO a) | Evaluate critical components of service quality and guest experience in a room’s division context. |
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