HOH609 - Week 2 Tutorial 1 (7pm) by Tutor WAI https://padlet.com/Tutor_WAI/4kxzgx0qg7n9b1vd 'Map the flow' en-us 2020-08-05 12:57:16 UTC 2025-05-19 15:49:26 UTC hello@padlet.com Housekeeping -G3 https://padlet.com/Tutor_WAI/4kxzgx0qg7n9b1vd/wish/674068416 Gemma-  Sovanrithy- Vivian
* Inputs:
Power, Staff, Equipment, Customers, Cleaning agents, Rooms, Room divisions,
Capital, Time, furniture, sheets, decoration, laundry. 
* Process:
Vacuuming the room, changing sheets, refill amenities, cleaning windows, check the mini bar, checking equipment/ facilities (if it not working well, then notify the maintenance), log any lost or forgotten items, pests control final check.
Staff training.
Health and safety. Hygienic.
Follow the SOP.
* Outputs:
Satisfaction of customers
Cleaned rooms follow SOP
Income
Customer experiences
Skilled/ Qualified staff.
* Goals:
Increase customers satisfaction/ occupancy
Efficiency, effective, improve productivity.
High standard, avoid incident (tripping, slipping, fire hazard, etc.)
* Measures of achievement:
Happy staff
Customer feedback/ survey.
Return customers
Positive relationship with guests, staff and public.
Positive feedback in online platforms (Trip advisor, booking.com, etc.)


* Areas would require extra managerial attention: 
Process area because it is the part where everything happens. Depend on the "process", we can transform the raw material into the final products for customers. 
Besides, the input area also need attention because we need to divide the job to suit the timing and demanding.]]> 2020-08-10 09:58:20 UTC https://padlet.com/Tutor_WAI/4kxzgx0qg7n9b1vd/wish/674068416 Restaurant - G6 https://padlet.com/Tutor_WAI/4kxzgx0qg7n9b1vd/wish/674068534 input:
-Ingredients/ any supply for food and beverage
-staff
-customers
-kitchen and other utilities and equipment (inventories)
-recipes


process:
-the making/process of making the food and beverage from ingredients
-food and beverage
-setting up table and restaurant area
taking and delivering orders
-staff training
- restaurant service

output:
-income
-customer satisfaction and feedback from staff and customers
-trained staff
-food and beverage waste management

Goal:
Efficiency
profitability
sustainable business
Staff satisfaction 
guest satisfaction 
safe working environment

Measures of achievement:
Excellent customer feedback by using surveys
Good reputation
Minimum waste
Repeat/coming back customers
increase number of sales
Staff loyalty

Extra Managerial Attention:
- Ensure to give the best service to customers by building relationship and recommending as it affects satisfaction and feedback
- Staff training 
- Ensure to minimise wastage of input
- having a good relationship with staff to avoid problems
- OH&S


]]> 2020-08-10 09:58:42 UTC https://padlet.com/Tutor_WAI/4kxzgx0qg7n9b1vd/wish/674068534 Restaurant https://padlet.com/Tutor_WAI/4kxzgx0qg7n9b1vd/wish/674069044 Food and Beverage 

Inputs - Ingredients, Staff, A kitchen, Utilities, Training, Utensils, customers, dinning area, design (layout, delivery), financing (costs meals, is it profitable), OHS practices.   

Process - Food preparation, Setting tables, room service, delivering/ serving of food, stocktaking, cleaning, Taking orders, seating guests, greeting, taking reservations, communication between the different departments 

Output - Guests eating the food, income, satisfied customers, waste management, trained and experienced staff.

Measures of achievement - Customer feedback, Turnover rate, restaurant occupancy rates, repeat business, revenue, staff, low level of accidents and incident reports, appraisals, higher star rating.  

Goals 
- Good reviews (trip-advisor, word of mouth, media) = Repeat and new business, higher demand = Increase of revenue 
- Higher marketshare 
- Empowered staff = can provide better service 
- Safety - creating a safe environment for staff and guests 
- Sustainability - not wasting resources 

]]> 2020-08-10 09:59:06 UTC https://padlet.com/Tutor_WAI/4kxzgx0qg7n9b1vd/wish/674069044 https://padlet.com/Tutor_WAI/4kxzgx0qg7n9b1vd/wish/674069066 2020-08-10 09:59:09 UTC https://padlet.com/Tutor_WAI/4kxzgx0qg7n9b1vd/wish/674069066 Recreational Facilities https://padlet.com/Tutor_WAI/4kxzgx0qg7n9b1vd/wish/674069568 Eg. Sporting, leisure activities, etc..

Karmela, Beth & Alex

Inputs:
- Staff
- Guests
- Equipment
- Buildings/space/location
- Funds
- Suppliers
- Construction
- Electricity (lighting, electricity, air conditioning)

Process:
- Create SOP's
- Preparation
- Setting Up Sporting Activities
- Training Staff
- Constructing Buildings
- Maintenance
- Advertising
- Cleaning
- Opening Times
- Coordination Between Departments (F&B for Snack and Drinks)
- Maintain Safe Work Practices

Outputs:
- Trained Staff (who are able to organise activities)
- Satisfied Social Responsibilities
- Reviews
- Income
- Increased Occupancy
- Increased Staff Morale
- Increased Value
- Staff Feedback
- Higher Star Rating

Organisational Goals:
- Higher Profit
- Higher Customer Satisfaction
- Better Reviews
- Higher Market Share
- Attract More Customers
- Satisfy Social Responsibilities

Measures of Achievement:
- Reviews 
- Income
- Increased Occupancy 
- Increased Staff Morale
- Increased Value
- Staff Feedback
- Higher Star Rating
- Capture Rate]]> 2020-08-10 10:00:01 UTC https://padlet.com/Tutor_WAI/4kxzgx0qg7n9b1vd/wish/674069568 Food and Beverage https://padlet.com/Tutor_WAI/4kxzgx0qg7n9b1vd/wish/674070079 Inputs:
- Staff
- Ingredients/produce
- materials
- Equipment
- Capital
- power
- Facilities
- customers
- tables/chairs
- kitchen
- design/decoration

Process:
- setting up of tables and chairs
- setting up of kitchen and food preparation
- booking and reservation
- ordering of stock
- wine, coffee, tea
- hosting guests
- offer menu
- staff training/ pre talk
-serving food
-cleaning equipment
- OH&S

Output:
-customer satisfaction
- feedback
-income
-food items
-food waste organisation
-staff knowledge

Goal:
- good experience customer
- Profitability
- efficiency
- sustainability
- high standard
- increase occupancy
- return customers
- grow/expand the business

Measures of Achievement:
 - online reviews 
- awards
- customer feedback 
- customer reviews 
- staff satisfaction/moral 
- knowledgeable and experienced staff 
- financial reports
- social media interaction
- sustainability report
- STR report


Areas that require managerial attention:
 - handling complaints (online)
-  managing suppliers
-  create and implement processes 
- create and implement procedures 
-  Staff training 
- OH&S



]]> 2020-08-10 10:01:34 UTC https://padlet.com/Tutor_WAI/4kxzgx0qg7n9b1vd/wish/674070079 Front office https://padlet.com/Tutor_WAI/4kxzgx0qg7n9b1vd/wish/674075529 Inputs: 
-Technology
-Equipment
-Guests
-Staff
-Power

Process:
- Smooth running of check in/check out
- Help staff perform tasks
- Receiving a smooth check in procedure/checking into the correct room
- Checking in guests successfully/providing good customer service
- Ability to use technology
 -training

Outputs:
 -Customer satisfaction
Department satisfaction
- Good feedback
- Revenue
-Occupancy
-Good hotel reputation

Measures:
 reviews
 occupancy
Satisfied staff
Customer feedback

Organisational goals:
Achieved Kpi's
High profit
Positive reviews
Higher occupancy]]> 2020-08-10 10:17:08 UTC https://padlet.com/Tutor_WAI/4kxzgx0qg7n9b1vd/wish/674075529