Introduction to Management

Assessment Template for Students

Summative Assessment: Instructions to students

Assessment Case Study – The Imperial Hotel, London

The assessment is based on a business and management case study which requires a team-based approach to identifying and problem-solving a range of business and management challenges within the case. Throughout the term you will undertake research and analysiswhich will inform your individual report. Within the individual report you will include a summary and key justifications for the resolution of one of the problems in the case.

The report will be an individual 2,000 words reportwhich will address the six specific ‘problem’ identified in the case (e.g. a human resource management challenge, an ethical problem, a performance and productivity issue, etc).

Students will be expected to apply management theory to practice throughout the report.

Case Study – The Imperial Hotel, London

The Imperial Hotel is a London 500 bedroom hotel, which is owned and managed part of a well-known international branded chain of hotels in the 4 star market – Star Hotels which operates 25 hotels in the UK. The Imperial Hotel, located in the heart of London’s West End, caters for mainly international business and tourists guests who have high expectation in terms of service standards.

The facilities at the hotel include the following:

• 500 bedrooms, all with en-suite facilities.
• Conference facilities for 1,000 people
• Leisure centre with swimming pool
• 3 Bars and 4 restaurants
• 12 conference rooms

Staff

• 6 Heads of Departments: Food and Beverage; Housekeeping; Guest Services & Concierge; Front of House & Reception; and Human Resources & training.
• 450 staff in total (300 full-time and part-time)
• Outside contractors (for specialist cleaning; laundry services; management of the leisure centre;)

A new General Manager, Peter Farnsworth, has recently taken over the management of the whole hotel. He is an experienced manager having worked in several of the other Star city centre hotels outside London.  The previous General Manager, who had just retired, had been experiencing a range of problems in managing the hotel, namely that: there was a very high turnover of staff in all the departments running around 80% a year mainly due to poor staff morale;  the hotel was graded the lowest in the whole Star chain in terms of overall guest satisfaction running at a rate of 65% in the company’s benchmark grading system; the overall sales in the hotel are improving, and although the hotel occupancy (the ratio of rooms sold against the total number of rooms available) was running at 90% for the year, the actual average room rate (ARR) achieved, currently running at £95 per room per night was relatively low compared to the local competition. This poor performance is having a direct negative effect on the costs of the hotel and the hotel’s overall profitability.

The Imperial is an old hotel having been in operation for nearly 100 years. The hotel was last fully refurbished some 8 years ago but is now in need of some restoration and redecoration. There is a programme of staged refurbishment in place which means each floor of the hotel is being closed for building work to be undertaken. The consequence of this is that, at any one time for the next two years, 60 rooms will be out of action. This is putting the hotel under budgetary pressure due to the ongoing building costs as well as the loss of income from the 60 rooms out of action at any one time.

Planned Strategy for Resolving the Problems in the Hotel

Peter Farnsworth is under no illusion as to the challenges ahead and has decided to plan a strategy for resolving the operational, management and business-related problems in the hotel. The first part of the plan is to identify the top six problems for the hotel for the coming year. He identifies the problems as follows and Peter has put forward some initial suggestions for resolving each of the problems:

• Problem 1: Poor guest satisfaction
• Problem 2: High staff turnover with 80% of the staff leaving within the year
• Problem 3: A negative work culture amongst the staff with high levels of sick leave and poor attendance
• Problem 4: Ineffective leadership and management by previous Heads of Department and supervisory staff including poor monitoring and control procedures
• Problem 5: Front of house staff (Reception, Conference & Banqueting, and Restaurant & Bars )– poor team working and inefficient use of IT systems including the reservation and property management systems
• Problem 6: Back of house staff (Housekeeping, Kitchen, Maintenance) – poor operating and control procedures in place with stock being regularly pilfered and evidence of staff not meeting basic Standard Operating Procedures (SOPS) resulting in unusually high operating costs

The Problems in Detail

Problem 5: Front of house staff (Reception, Conference & Banqueting, and Restaurant & Bars) – poor team working and inefficient use of IT systems including the reservation and property management systems

The front of house staff, particularly in the Reception have a pivotal customer-facing role in offering service and support to guests. The Reception needs to be open 24 hours a day and is the first point-of-call for guests as well key staff in all Departments to have up-to-date information and data on guest arrivals and departures, specific guest needs and guest billing data. The Reception staff at the Imperial Hotel work three, 8 hour shifts working in teams. Each team has a supervisor and they have a particularly challenging function of managing Reception teams as well as in passing on important guest information and data on to the next shift. The hotel uses a Micros Fidelio reservation and Property Management System (PMS) which provides up-to-date information on real-time and prospective guests and their reservations. The other departments including the kitchen, restaurants and conferencing are dependent on Reception for guest numbers and data.

Some of the key Reception staff have been in conflict with the other Departments after numerous complaints about wrong and inaccurate information being provided. Housekeeping have been given wrong or out-of-date data on room availability, and whether a guest is staying on in the hotel. Reception have also failed to inform Housekeeping about early and late arrivals and subsequently rooms have not been cleaned in time with guests having to wait for long periods to get their room keys. The conference and banqueting staff have complained that they have not been provided with proper data on numbers of guests coming in for meetings and conferences. This, combined with complaints from guests that Reception staff are often abrupt or even rude in dealing with even the most basic request has caused a lot of animosity within the Reception staff and other staff throughout the hotel. The Reception Department has become somewhat dysfunctional and there are examples of Reception shift teams arguing with in the incoming teams about not providing proper handover information.

A new Head of Department of Front Office and Reception, working closing with the General Manager, is aware of the conflict issues within the department as well as with the other departments within the hotel and intends to undertake a stand to manage the conflict quickly and efficiently. The Reception teams’ dynamics are not good, and there is a blame culture with staff not working constructively and there is a clash of some strong personalities within the Department. He is going to review: the way the teams are structured; the individual performance of staff in terms of performance and productivity; the rewards and benefit being offered for good performance; and training and development needs. He also intends to develop and co-ordinate a team-based approach to managing the staff. The poor data issues can be dealt with through improved use of the IT systems (PMS) although the animosity within and between working teams will be more difficult to resolve

Initial suggestions by Peter Farnsworth to resolve the problem:

• Training into IT systems
• Cross-team building exercises
• Review of team bonus schemes

Tasks

As an independent consultant, you have been asked by Peter Farnsworth to take responsibility for analysing the problem, commenting on Peter Farnsworth’s initial suggestions and putting forward a joint set of resolutions for the listed problems. You are therefore to put forward and prioritise proposals for the resolution of the problem. The expectation is that within 12 months there should be dramatic improvement and change in performance in all six areas.  You have asked to write a 2,000 word report addressing your single problem topicto attempt to resolve that problem in the hotel.

Staff Incentive Schemes

There are currently  a number of incentive schemes to encourage staff to meet excellent standards of work, and to improve productivity. These include: Employee of the Month (for the whole hotel – £200) and employee of the month for each department (£50); staff (including agency staff) consistently meeting individual and performance targets in three consecutive months within the department (£200 vouchers towards staying in any one of Star Hotels); department, end-of-year parties (funded by the hotel); college fees being paid (NVQ levels 2-4).

End of case

Marking criteria:

Individual report element: 2,000 words (100% weighting for the module)

• A review of management theory to one specific problem in the case

with appropriate use of essential texts and academic reading                                                             30%

• An analysis of one specific problem within the case demonstrating

an understanding of the processes and procedures for effective management                          40%

• A summary and justification of key proposals for the resolution of the problem in the

organisation                                                                                                                                                               20%

• Report presentation, format etc                                 10%

Suggested report format:

• Title Page
• Introduction – Explain the background to your individual problem in the context of the case (250 words approx).
• Analysis of the individual problem –Summarise and interpret the data from your secondary research into published literature and management theory. Describe and present your results for effective management of the problem. A summary and justification of key proposals for the resolution of the problem in the organisation (1500 words approx.)
• Conclusion – This should be a brief summary of findings of the analysis of the individual problem. (250 words)
• Bibliography

Support and feedback on assessment

• Assessment briefing – in week 1with tutor in the seminar.
• Formative feedback – You will be provided with regular feedback on your work. In week 4you will be provided with guidance and full assessment briefing from your tutor on your planning of the analysis of your specific problem within the case. In week 7you will be given specific feedback from your tutor on your Imperial Hotel Planning Sheet (submitted in week 5). In week you will receive verbal feedback in the seminar on your planning for the draft report, and in week 10 general verbal feedback will be provided by your tutor at the end of the seminar on the progress of your final report.

• Additional information on Moodle – examples and exemplars of successful and unsuccessful assessments and reportswill be provided as a guide to students as well as a list of Frequently Asked Question (FAQs) to support your progress towards completing your assessments.

• Referencing– You MUST use the Harvard System. The Harvard system is very easy to use once you become familiar with it.

Assignment submissions –The Business School requires a digital version of all assignment submissions.  These must be submitted via Turnitin on the module’s Moodle site.  They must be submitted as a Word file (not as a pdf) and must not include scanned in text or text boxes.  They must be submitted by 2pm on

Students submit reports through Turnitin.For further general details on coursework preparation refer to the online information via StudentZonehttp://studentzone.roehampton.ac.uk/howtostudy/index.html.

Mitigating circumstances –The University Mitigating Circumstances Policy can be found on the University website – Mitigating Circumstances Policy

• Marking and feedback process(for Year 1 modules) – Between you handing in your final report and then receiving your feedback and marks within 20 days, there are a number of quality assurance processes that we go through to ensure that you receive marks which reflects their work. A brief summary is provided below:
  • Step One – The module and marking team meet to agree standards, expectations and how feedback will be provided.
  • Step Two – A subject expert will mark your work using the criteria provided in the assessment brief above.
  • Step Three – A moderation meeting takes place where all members of the teaching and marking team will review the marking of others to confirm whether they agree with the mark and the feedback that has been provided.
  • Step Four – Your mark and feedback is processed by the Office and made available to you.

Appendix 1

Week 4 Seminar – Imperial Hotel Case Study Planning Sheet

The Imperial Hotel Assignment – Formative Exercise

Please complete this form to discuss in the week 4 seminar with your team. Please hand in the completed form on week 5 seminar to your seminar tutor. Your seminar tutor will review your submission and hand it back to you in the Week 5/6 seminar.

• The purpose of this planning exercise is for you to begin to understand the complexity of the problem in relation to the other problems in the hotel. It will also offer a foundation for your ongoing weekly reflections for your final analysis of the management problem for the final report.

Please hand in the completed form at the end of the week 4 seminar to your seminar tutor

Appendix 2 Assessment Rubric – Introduction to Management BUS020C414S

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Introduction to Employee Selection and Assessment

You are employed as an HR consultant for a mid-sized bank. The bank employs 200 tellers across its branches. You need to recommend to the bank what to consider when hiring for the position of Bank Teller.

The following pages describes more details on KSAOs, pay statistics and desired factors for the candidate to possess.

For this first assignment there are three main tasks you need to

complete:

• Assignment 1: Part A Employee Selection Exercise
• Assignment 1: Part B Operationalizing Your Assessment
• Assignment 1: Part C Apply Your Assessment Systems

All three tasks should be included in one paper not less than 5 complete pages (not 4½ or 4¾ pages) in length, double spaced (see Content>Course Resources>Three Major Assignments for assignment formatting and content directions), use tables when needed, and use APA format for referencing and citing. The following is the rubric to be used to measure your work.

Assignment 1: Introduction to

Employee Selection and Assessment

ASSIGNMENT ONE: Employee Selection and Assessment

For this exercise, assume you are employed as an HR consultant for a mid-sized bank. The bank employs 200 tellers across

its branches. The following is a partial job description and specification for the bank teller position, based on information

obtained from O*Net. O*Net, or the Occupational Information Network Resource Center, is an online database containing

information on hundreds of standardized and occupation specific descriptors

Bank Teller Tasks/Duties/Responsibilities

• Cash checks for customers after verification of signatures and sufficient funds in the account.
• Receive checks and cash for deposit.
• Examine checks for endorsements and verify other information such as dates, bank names and identification.
• Enter customers’ transactions into computers to record transactions.
• Count currency, coins and checks received to prepare them for deposit.
• Identify transaction mistakes when debits and credits do not balance.
• Balance currency, coins and checks in cash drawers at ends of shifts.

KSAOs

• Customer service skills.
• Basic math skills.
• Knowledge of verification requirements for checks.
• Ability to verify signatures and proper identification of customers.
• Ability to use accounting software.
• High school diploma required, associate’s or bachelor’s degree preferred.
• Previous work experience as a teller or related occupation (cashier, billing clerk) desired.

Key statistics (from O*Net):

• The median 2005 wage for tellers was $10.24 (hourly), $21,300 (annually).
• In 2004, there were approximately 558,000 tellers in the United States.
• Projected growth for this job is slower than average.

Based on this information, the bank decides that the ideal candidate for this position will possess the following factors:

1. Have at least a high school education (bachelor’s or associate’s degree desirable).
2. Have experience as a teller or in a related field (cashier, billing clerk).
3. Be able to perform basic math skills related to banking (for example, count currency quickly and accurately and balance a

cash drawer correctly).

4. Be knowledgeable of verification requirements for bank transactions (for example, errors in checks and proper

identification to authorize transactions).

5. Have good interpersonal skills (for example, speak clearly, make good eye contact and develop rapport easily).
6. Be motivated to work.

© 2007 SHRM. Marc C. Marchese, Ph.D.

Assignment 1: Part A

Employee Selection Exercise

reference check or personality inventory) you would recommend for each of the six factors listed above. You can use the

same selection method more than once if you believe it is appropriate for more than one factor. Below is an example of how

you might justify using an application form as an appropriate selection method for education.

1. Education – selection method: _________________________________________

Justification:

2. Work experience – selection method: _________________________________________

Justification:

3. Math skills – selection method: ______________________________________________

Justification:

4. Verification knowledge – selection method: ___________________________________

Justification:

5. Interpersonal skills – selection method: _______________________________________

Justification:

6. Work motivation – selection method: _________________________________________

Justification:

© 2007 SHRM. Marc C. Marchese, Ph.D.

Assignment 1: Part B

Operationalizing Your Assessment

A common approach to performing this task is to have some type of numerical rating system that may include one or two minimum requirements. Your task is to develop a rubric (point system) to “score” applicants for each of the six factors. In developing your rubric, review the job description information. The “education” factor is provided for you below as an example. Remember that tellers need to have a high school diploma, according to the job specification. Applicants who do not meet this requirement are rejected. College degrees are preferred and receive more points in the example below.

1. Education assessed via application form.

My assessment:

2. Work experience assessed via _________________________________________________

My assessment:

3. Math skills assessed via _____________________________________________________

My assessment:

4. Verification knowledge assessed via ___________________________________________

My assessment:

5. Interpersonal skills assessed via _______________________________________________

My assessment:

6. Work motivation assessed via _______________________________________________

My assessment:

Assignment 1: Part C

Apply Your Assessment Systems

(C) Apply your assessment systems: Listed below are applicants for the teller position. Based on your answers in part B

(“Operationalize your assessments”), score each of the applicants.

Sample applicant information

Score the applicants

(a) Which applicants scored best based on the scores you entered into the table?

(b) What difficulties did you have applying your scoring system?

(c) Based on this applicant data, would you make any changes to your rubrics? If yes, please describe.

Assignment 1 Guidance

Technical Content:

1. Please complete all 6 selection method justifications and show you thoroughly understand selection methods using HR technical jargon where appropriate.
2. Please complete all 5 assessments accurately. Show a thorough understanding of rating assessment factors using technical jargon where appropriate.
3. Please complete table and questions accurately. Show a thorough understanding of assessment systems using technical jargon where appropriate.
4. You may use graphics to enhance your fact-based points-of-view.

Formatting:  In general, refer to syllabus’ “Requirements for all project written assignments.” (bolding is in syllabus)

1. Please use clear syntax, correct grammar and spelling, and APA references and in-text citations. I strongly suggest you turn on your computer’s spell- and grammar-check software, develop and introduce a thesis statement very early in your writing as it keeps you focused.

–  American Psychological Association (APA) Formatting and Style Guide — APA OWL at Purdue:  https://owl.english.purdue.edu/owl/resource/560/01/

–  A Thesis Statement link: https://writingcenter.appstate.edu/sites/writingcenter.appstate.edu/files/Creating%20a%20Thesis%20Statement.pdf

I will deduct points for grammar, spelling and APA errors; especially if I cannot understand what you are telling me, e.g., run-on sentences.

1. Conform to or exceed paper’s page length, margins, font size and style and no header- footer or page numbering – I can count your completed pages.
2. Double-space between headings, subheadings, paragraphs and lines.
3. Only title page (see syllabus for required information) and appendix/bibliography will be separate pages from main body of paper and will not count toward required page count.
4. Link every Web reference to its Internet source.
5. No PDF-formatted papers — .doc/.docx only. I cannot provide comments in the format I like if you use PDF.  If you use PDF, you will be asked to resubmit in Word and points will be deducted for not following directions.
6. No bullets. I think students should be able to describe in paragraph format the ideas they are trying to convey.  It shows me they understand the concepts bullets cannot.

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Paper details:

The assignment is an assessment of an older adult, through communication and observation, using standardized assessment tools. You will need access to a person at least 55 years of age to complete the assignment. The person could be a friend, neighbor, or relative, but not yourself. All personal identifiable information should not be included. A health history and identification of the patient’s concern/concerns is followed by the use of appropriate standardized assessment tool/tools. Patient-centered interventions are then planned with expected outcomes and evaluation criteria identified.

Review the grading rubric below for required elements of the assignment. Submit the assignment by 11:59 PM MT Sunday of week 4.

This assignment focuses on:

CO1 Identify standardized assessment tools and nursing theory to assess individual aging patterns, functional status, and transition phases of aging adults (PO1, PO7)

CO2 Discuss effective communication techniques with patients, families, and the interprofessional team in the care of older adults (PO6, PO8)

CO4 Critically evaluate emerging information, research evidence, and best practices, to promote health and safety of older adults (PO1, PO3)

CO5 Analyze risks and benefits of care decisions, including living environment, in collaboration with the interprofessional team, the older adult, families, and caregivers (PO6, PO7)

CO6 Plan patient-centered care to maximize health, independence and quality of life, considering the patient’s wishes, expectations, resources, cultural traditions and strengths (PO2, PO6, PO8)

Instructions

Introduction – identify patient demographics (age, gender, ethnic or cultural background, current living arrangements, and current medical concerns or chronic illness).
Begin by viewing the SPICES video at https://consultgeri.org/try-this/general-assessment/issue-1 (Links to an external site.)Links to an external site.
Assess your patient using the Fulmer SPICES Assessment Tool and report findings.
Based on the Fulmer SPICES Assessment checklist results, identify one or more areas needing further evaluation.
Choose an appropriate assessment tool to further evaluate the area/areas of concern. Various assessment tools have been discussed in previous weeks, listed in the Touhy and Jett (2016) textbook, and some are available at https://consultgeri.org/try-this/general-assessment/issue-1 (Links to an external site.)Links to an external site. under Also Consider – Tools. A tool utilized at your work location might also be utilized if appropriate. Perform the appropriate assessment and describe the use of the tool and results.
Identify two nursing diagnoses based on assessment findings and for each of the two nursing diagnoses identify one patient-centered intervention.
Identify the expected outcomes of the interventions and how the intervention would be evaluated. Discuss how, based on scholarly evidence, the interventions will maximize health, independence and quality of life, considering the patient’s wishes, expectations, resources, cultural traditions and strengths.
Summary – Discuss the overall experience of assessing the older adult. Provide a tip or strategy for successful assessments of older adults.
Paper is to be 3-5 pages in length excluding the title and reference pages. References include a minimum of 2 current (within the past 5 years) scholarly resources.
Title page, citations and references consistent with APA 6th edition format.
Rules of grammar, spelling, word usage, and punctuation are consistent with formal written work.

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Part A: 4 screen shots of online seeded forum posts (details provided p.4)

Part B: Reflection word count: 600 words (+/- 10%) (details provided p.5 & 6)

ASSIGNMENT REQUIREMENTS

This assignment should be the work of the individual student (excepting the peer reviewed forum posts). Copying or attempting to copy the work of others or submitting the work of another as your own are not permitted. Assessment procedure http://policy.usq.edu.au/documents/14749PL

Setting Out

• Minimum of 1.5 line spacing; Arial or Times New Roman font; 12 point.
• Ensure that the marking rubric is attached.
• Ensure that your name and student number are on every page of your assignment (header)
• Use headings to indicate sections of your assignment
• Ensure that you keep a copy of the assignment

Referencing

• In-text referencing and reference list must use APA 6^th referencing.
• Ensure all information is evidence-based and referenced appropriately
• Aim for sources no older than 7 years.
• Minimum 4 references: 2 peer-reviewed journal articles, 1 evidence-based text and 1 reputable website (aim for more than minimum)

Marking Rubric

• Assessment two will be marked against the marking rubrics – PART A (pages 6-9); PART B (pages 10-13)
• NB. Academic writing and referencing may be subject to deductions based on accuracy and quality

Supporting Assessment links at USQ

Academic writing (for example: how to write an essay) – please refer to the following link for details.

http://www.usq.edu.au/learningcentre/assignment-skills/writing-assignments/essay-writing

References (for example: how to reference APA style) – please refer to the following link for details.

http://www.usq.edu.au/library/referencing/apa-referencing-guide

PART A – FORUM POSTS

1. (5 Marks)

Select only one (1) online seeded forum post that you have written from either week 1-6 and the corresponding peer-reviewed forum post for the same week.

The online seeded forum post you choose will demonstrate one of the components of the Gibbs Reflective Cycle, either: 1. Description; 2. Feelings; 3. Values/Beliefs; 4. Analysis; 5. Conclusions; 6. Action Plan.

• Provide a screen shot of:

1. a) The online seeded forum post written by you for the week you have chosen.
2. b) The corresponding peer-reviewed forum post written by you for the same week.

• Attach

1. c) The associated marking rubric linked to these written posts.
2. (15 Marks)

Select week 7 online seeded forum post: topic – The complaints process that you have written and select the corresponding peer-reviewed forum post you wrote for this same week (week 7).

• Provide a screen shot (*) of

1. d) The online seeded forum post written by you
2. e) The corresponding peer-reviewed forum post for week 7 written by you.

• Attach

1. f) The marking rubric for week 7

Note

* How to do a screen shot guide – see Appendix I, page 14

In-text references are counted in the word count and no reference list is required for forum posts

PART B – REFLECTION (600 words and 30 marks):

In reflecting on the weekly patient experiences across the lifespan video interviews, one common theme dominated – the benefit of a health e-record.

Instructions

For part B reflection the topic focus is: The Health E-Record.

Please view/(listen to) the Patient Experience Video Recording – Week 1 Recording, 26 year old Elise (mother) and Violet (daughter) age 0-18months.

Please complete a reflection of this patient experience and relate this experience back to the topic of focus, the health e-record.

Please use the Gibbs Reflective Cycle (1988) that includes all of the six stages.

1. Description; 2. Feelings; 3. Values/Beliefs; 4. Analysis; 5. Conclusions; 6. Action Plan.

Note

See further details (pp. 6-10).

REFLECTION WORD COUNT: 600 WORDS (+/- 10%)

Introduction (50 words approx.)

Include a thesis statement and provide a clear indication of the body of the assignment

Body (500 words approx.)

Reflective Cycle – Focus your reflection on the health e-record.

Description (75 words)

Briefly discuss relevant themes of nursing care for this event.

• Feelings (50 words)

Evaluate your feelings as a nurse in relation to the patient care experience of Elise and Violet.

• Values/Beliefs (75 words)

Explain the values/beliefs that underpin your feelings as a nurse in relation to the patient care experience of Elise and Violet.

• Analysis (150 words)

Analyse the event and provide justification for the use of the health e-record for this patient care experience.

• Conclusions drawn (75 words)

Discuss positive and negative indicators for implementing the health e-record for this patient care experience.

• Action Plan (75 words)

Identify elements of care for the individual. Select and justify strategies/actions for partnering in care.

Essay Conclusion (50 words approx.)

Provide a synthesis of the information from the assignment, tying main points together and reflecting on the importance of the findings.

NOTE: In-text references are counted in the word count and a reference list is required for the reflection (APA)

PART B – Reflection – Marking Rubric: 30 marks

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