ASSESSMENT PLAN FOR THEORY COMPONENT (Case Study)

Topics covered CLO PLO Taxonomy Marks

Level
Reservation Perform decision PLO8 (Management A2 10%
Management and making related to and
Procedures various operational and Entrepreneurship)
functional issues in
Guest Check-in Process front office department.
(PLO8, A2).
Managing Guest
Relations

Account Settlement and

Guest Check-out
Process

INSTRUCTIONS

In a group of 2, students need to analyze and recommend solutions for each of the following case study.

Grading criteria (kindly refer the attached rubric):

a) Able to discuss and highlight the main issues with relevant elaboration.
b) Able to analyze the issues thoroughly.
c) Able to recommend solutions with appropriate and relevant justifications.
d) Able to relate the analysis and solutions with excellent research and course readings.
e) Excellent report formatting.

Marking guidelines:
Full mark for each case study is 25. The grand total of all case studies is 75. The weightage is 10%. Strictly
use the rubric provided for consistent and fair marking practices.

Report Requirement:
a) The report must use font Arial regular, size 11, 1.5 spacing.
b) Cover page guideline as per below.
 UNIVERSITI TEKNOLOGI MARA
FACULTY OF HOTEL AND TOURISM MANAGEMENT

Front Office Management

HTH427

Case Study Report

Name and Student ID:

(NOR SYAMIERA SYAZWANIE BINTI SUHAIMI) (2023437366)
(RATNA SARI DEWI BINTI ISMAIL) (2023437226)

Class:
HM2403B

Date:
19TH JANUARY 2024, FRIDAY

Prepared for:
DR. MOHD NOOR ISMAWI ISMAIL
 Case Study #1: Reservation: A Massive Game of Jigsaw Puzzle

On 15th May, Amir, the reservation officer of Hotel Seri Muka received a call from a guest, Mr. Zahin who
requested to book a room. The guest requests a room on the 23rd May 2018 for 4 nights. The number of
guests is four pax. Mr. Zahin also requests for two rooms. The following is the updated room inventory data:

Room Room Date

Types No. 22/05 23/05 24/05 25/05 26/05 27/05 28/05 29/05 30/05
Standard 101 Abu Ahmad
Standard 102 Razak Borhan
Standard 103 Amir Borhan Jabatan Akauntan Negara
Standard 104 Agus Borhan

Standard 106 Ortega Santiago Rahayu Razak

Suite 107
Suite 108
Jabatan Akauntan Negara
Suite 109 Hans Omick
Suite 110 Al-Tamimi Abdullah

Notes:
a) The grey area showed room blocking.
b) The capacity for standard room is 2 pax maximum, suite 4 pax maximum
c) Standard rooms (101,102,103,104) are equipped with twin bedded, while the rest of the standard
rooms are equipped with a double bed
d) All suite rooms are two-bedroom suites (one bedroom with twin bed and one room with double bed
for Suite 107 and 108; two bedrooms with two double beds).

Questions:
a) Based on the room inventory, assist Mr. Zahin on the room selection.

Based on the room inventory and the availability status provided, the suitable room for Mr Zahin
to stay from 3rd October 2021 is room 108 where the room is suite room which is a two-bedroom suite
with two double beds. Room 108 is a two-bedroom suite with two double beds, which can
accommodate four guests and it is very comfortable to stay. Although Mr Zahin requests for two
rooms, it is also based on the subject availability of the hotel and Mr Amir can directly tell about the
rate of the suite room and can make high revenue for the hotel. Hence,the important thing is that if we
look at inventory data, the room is only available from 3rd October for 3 nights until 5th October and Mr
Amir should talk nicely about this matter to Mr Zahin because all rooms are already booked by other
guests and cannot make it happen for Mr Zahin to stay for 4 nights. Since room 107 is the only
available option, Mr Amir should proceed to book this room for Mr Zahin’s stay if he still wants it.

b) Looking at the booking horizon (room inventory), help Amir to propose appropriate strategies that
can optimize both occupancy and revenue of Hotel Seri Muka.

Mr Amir can propose strategies to optimize both the occupancy and revenue of Hotel Seri Muka
by doing package deals for the customers. This includes additional services or amenities such as
breakfast or spa treatments. These packages can influence guests to stay longer and can increase
revenue. Moreover, by doing upselling which is training the reservation staff to sell suite rooms or
other premium rooms to guests when they inquire about standard rooms. Offering upgrades for a
small additional fee can lead to increased revenue and higher guest satisfaction.

Next, promotional campaigns on social media, email, newsletters, or travel websites can attract
more customers. This is because by offering limited-time discounts or early-bird bookings can
increase occupancy during specific periods. Last but not least, implement a pricing strategy based
on demand and occupancy which is during peak periods, weekends, or special events, the room rates
can be adjusted higher to increase the revenue. On the other hand, during low-demand periods can
offer discounts or promotional rates.
 Case Study #2: Serious Flaws in Hotel Check-in

Mr. Nazrin, general manager of Hotel Bunga Raya and Mr. Iskandar, the front office manager are
reviewing the statistics from a recent customer comment card summary. The report revealed
serious service deficiencies during check-in which includes slow check-in, delay getting room
even the guests have arrived past standard check-in time and guests are not assigned the room
they thought they booked. Stunned by the alarming statistics, both Mr. Nazrin and Mr. Iskandar
know they must come up with strategies to rectify on why there is a serious flaw during check-in.

Questions:
a) Based on the case given, what are the possibilities of flaws during hotel check-in?

They are several factors that can contribute to flaws during the check-in process leading
to slow check-in, delays in room assignment and didn’t get their expectations. It may cause to
technical glitches such as hotel’s reservation system or technology can lead to delays in process
of online booking and assigning rooms to guests. Other than that, it is also can cause of
insufficient staff. Guests must wait for a long time when check-in process because of staffing
shortage at the front desk. Moreover, if there are numerous special requests from guests, it may
take additional time to fulfill these requirements or can’t fulfill guest’s special requests causing of
delays.

b) Suggest how you can improve the check-in process to ensure customer service is a
priority for Hotel Bunga Raya?

Did you know that customer service is very important in hotel industry to make sure that we
fulfill customer satisfaction. It is very important to improving the check-in process to ensuring that
customer service remains a top priority. There are so many ways to enhance the check-in process
for the guests such as hotel can offer self-service kiosks. For example, hotel can establish self-
service kiosks in the lobby to allow guests check-in by their self especially for business traveler.
In this way, it can speed up the process for those who prefer a quick and efficient check-in. Thus,
guests don’t even need to line up to get their rooms and they also can choose which room they
want if this self-service kiosk held. As we all know that every hotel in this world is familiar with the
welcome amenities such as refreshing drink or snack to enhance the guest experience upon
arrival. I would say that offer welcome amenities are very important in the hotel because guests
travel from a far and when they arrive, they need something can be refresh their body or if they
must wait to get their rooms. In addition, streamline check-in procedures also can be one of the
improvement processes in the hotel. Simplify the check-in process by minimizing paperwork and
unnecessary steps. Use technology to streamline procedures, allowing guests to complete
necessary forms online before arrival.

Case Study #3: We Don’t Use the Same Currency

A guest from Europe has changed her mind about using a credit card to pay the outstanding
folio balance and wants to pay with English pounds. Meanwhile, your hotel doesn’t allow
currency exchange as one of the methods of payment.

Questions:
How would you proceed with the check-out?

Here I stated a few possibilities to think about to handle this situation and proceed with
the check-out process:

1. Online payment method

Hotel staff also can assist the guest in using any online banking that they have since
they have no cash Malaysia Currency to settle the outstanding bills for their staying at the hotel.
Hotel staff can use this method ifnone of the other methods are feasible. This method may allow
for the currency exchanged and the guest still can pay in English pounds. This happens
because using online banking can auto-change the current currency from the system of the bank.
This kind of method is quite easy to use for the guest and also the staff that handles the cases.
 2. Money currency exchanged kiosk

Hotel staff also can assist the foreign guest to change the currency of their money
first at any near money exchanger kiosk or the Front Office Manager can assist someone
of the Front Office staff to bringthat guest to the money exchanger kiosk near the hotel to
make them easy to settle all the bill before the guest departing out from the hotel.In case
the guest did not know the location of the money exchanger kiosk, the hotel’s organization
need to help them by assisting the shuttle or transportation to bring them change the
currency to the local currency. It can help the foreigner guest to clear the billing and also
can smooth the process checking out of that guest.

3. Traveler’s checks

In exchange of physical currency, traveler checks can be used as a form of payment. It is

a preprinted, fixed-amount cheque that the bearer can use to make an unconditional payment to
another party after paying the issuer for the right to do so. Although they are not as frequently
used today but in this case, this type of payment method is still a validform of payment. Before
departing from the hotel, just send a concierge or guest service ambassador to help the guest
use this type of payment method to settle the outstanding bill for their stay.
 In conclusion, it is important for the hotel staff to communicate these options to the
guest and assist them in finding a suitable method of payment to settle all the outstanding
balance of their bill before they were departing from our hotel.
 EVALUATION RUBRIC
FACULTY OF HOTEL AND TOURISM MANAGEMENT
Case Study Rubric
Course Name: Hotel Management Student Name: Nor Syamiera Syazwanie Binti Lecturer Name: Dr. Mohd Noor Ismawi Ismail
Suhaimi & Ratna Sari Dewi Binti Ismail

Course Code: HM2403B Student ID: 2023437366 & 2023437226

Criteria Poor (1) Moderate (2) Satisfactory (3) Good (4) Excellent (5) Score

Able to discuss Do not discuss all Able to slightly Discuss most issues Discuss most issues with Discuss all issues with relevant
main issues the issues discuss only few but with insufficient acceptable elaboration elaboration
issues elaboration

Analysis of the No analysis of the Slight analysis of Superficial analysis Complete but not thorough Insightful and thorough analysis
Issues issues the issues of some of the analysis of the issues of all the issues
issues in the case

Able to provide No action suggested, Little action Superficial and/or Some action suggested, Well documented, reasoned and
comments and and/or inappropriate suggested and/or some appropriate and/or appropriate pedagogically appropriate
suggestion on solutions to all of slightly appropriate solutions to some of solutions to some issues i comments on solutions, or
effective solutions/ the issues solutions to all of the issues proposals for solutions, to all
the issues issues
strategies

Able to relate to No research and Incomplete Limited research Good research and links to Excellent research into the issues
Course Readings links to any reading research and links and documented any readings with some with clearly documented links to
and Additional to any readings links to any readings links to course readings class (and/or outside) readings.
Research and other research
materials

Standard format Report is not Report is Report is acceptable Report is presentable and Report is presentable and
presentable with acceptable but with with only few with very few formatting professional with no formatting
poor and many several formatting formatting errors errors errors.
formatting errors errors

Total: