The management of an international hotel chain, ABC Suites, intends to set up a system of certification for all their employees. They are focussed on four areas: customer service, proficiency in tools, workplace health and safety and operational profitability. Pick any TWO areas and suggest what contents can be included in each section. All employees will have to be certified in the every section over two years. You may model your answers in the following manner. Level 1 is the beginner to Level 3 highest level). Customer Service Level 1 : --contents here-- Level 2 : --contents here-- Level 3 : --contents here-- Proficiency in Tools Level 1 : Level 2 : Level 3 : (2 marks for each level x 6; 1 mark for providing the name of the certification system)

Marisa is a new marketing analyst for the Paragould Hotel chain. She is reviewing the hotel's current social media activities and trying to classify where each will fit into the three main areas the company wants to focus on. 1) Give your customers a specific hashtag and CTA so you can easily monitor and reward mentions. 2) Assign a social currency or value to the social actions your consumers take. 3) Be prepared to surprise and delight someone for his or her actions as they happen. The goal of this exercise is to assist Marisa by identifying social media tools for each objective. Select the most appropriate social media loyalty objective for each of the examples below. 1. Enter people on Twitter for a free weekend drawing if they #Paragouldweekends. 2. Offer 10 percent off any room for the next month if they like and share the firm's new Facebook. 3. Provide loyalty points for every time a consumer mentions Paragould on Instagram. 4. Offer PGH Rewards Bucks for every Facebook friend a consumer can get to like the Paragould page. 5. Offer a free breakfast voucher for a customer who has tagged the hotel with a positive LinkedIn post about business travel. 6. Notify the ten customers who have "liked" the most Paragould posts over the past year that they are getting a free night's stay.

1. The general manager of the Hilton Hotel in Sydney is evaluating an employment screening test for the front office clerical staff. During this evaluation all new clerical employees are given the test. 70% pass the test; the rest fail. At a later time, after the new clerical employees have been working for a while, their performance is evaluated as being satisfactory or unsatisfactory. Historically, 80% of all clerical employees have been found to be satisfactory, and 75% of the satisfactory clerical employees in the evaluation of the employment screening test have passed the screening test. (a) From the given information, determine the probabilities of the following events: (i) passing the test, (ii) having satisfactory performance and (iii) passing the test given satisfactory performance. [3 marks] (b) Using your answers to part (a), determine the probability of a clerical employee passing the test and having satisfactory performance. [1 mark] (c) Using your answer in parts (a) and (b), determine the probabilities of the a clerical employee: (i) failing the test and having satisfactory performance, (ii) failing the test and having unsatisfactory performance, (iii) passing the test and having unsatisfactory performance, and (iv) having unsatisfactory performance. [4 marks] (d) Using your answers in part (c), determine the probabilities of a clerical employee: (i) failing the test given they are found to have unsatisfactory performance, (ii) failing the test given they are found to have satisfactory performance, (iii) passing the test given they are found to have unsatisfactory performance, (iv) unsatisfactory performance given they failed the test, (v) satisfactory performance given they passed the test, (vi) unsatisfactory performance given they passed the test, and (vii) satisfactory performance given they failed the test. [7 marks] (e) Using your answers in part (d), determine the following percentages: (i) clerical employees who failed the test and prove to be unsatisfactory, and (ii) clerical employees who passed the test and who prove to be satisfactory. [2 marks] (f) Government guidelines require screening tests to achieve at least 20% for part (i) in (e) and at least 60% for part (ii) in (e). Does this test meet those government requirements? Explain. [2 marks]

1. Jace collected the following data on the quarterly room occupancy (in hundreds) for a resort hotel in Iowa.

1. Plot the data and describe any trend and seasonal effects you observe in the data.

2. Compute and interpret the seasonal indices.

3. Jace’s manager, Joseph, wants Jace to forecast the occupancy for four quarters of 2018. Can you help him (Forecast he room occupancy for four quarters of 2018)?

A hotel wanted to develop a new system for delivering room service breakfasts. In the current system, an order form is left on the bed in each room. If the customer wishes to receive a room service breakfast, he or she places the order form on the doorknob before 11p.m. The current system requires customers to select a 15-minute interval for desired delivery time (6:30~6:45a.m., 6:45~7:00a.m., etc.). The new system is designed to allow the customer to request a specific delivery time. The hotel wants to measure the difference (in min.) between the actual delivery time and the requested delivery time of room service orders for breakfast (negative time means that the order was delivered before the requested time, whereas the positive time means that the order was delivered after the requested time). The factor included were the menu choice (American and Continental) and the desired time period in which the order was to be delivered (Early Time Period [6:30~8:00a.m.] or Late Time Period[8:00~9:30a.m.]). Ten orders for each combination of menu choice and desired time period were studied on a particular day, and the data were stored (BreakFast.xlsx)

(a) At the 0.05 level of significance, is there an interaction between type of breakfast and desired time?

(b) Draw the plot of means.
(c) At the 0.05 level of significance, is there an effect due to type of breakfast? (d) At the 0.05 level of significance, is there an effect due to desired time?

The Evanstonian is an upscale independent hotel that caters to both business and leisure travelers. When a guest calls room service at The Evanstonian, the room-service manager takes down the order. The service manager then submits an order ticket to the kitchen to begin preparing the food. She also gives an order to the sommelier (i.e., the wine waiter) to fetch wine from the cellar and to prepare any other alcoholic beverages. Finally, she assigns the order to a waiter.

  It takes 6 minutes to take down the order and to assign the work to the kitchen, sommelier, and waiter. It takes the kitchen 16 minutes to prepare the typical order. It takes the sommelier 8 minutes to prepare the drinks for the order. While the kitchen and the sommelier are doing their tasks, the waiter readies a cart (i.e., puts a tablecloth on the cart and gathers silverware). This takes 8 minutes per order.

  Once the food, wine, and cart are ready, the waiter delivers it to the guest’s room. It takes the waiter 14 minutes to deliver the meal to the customer. It takes the waiter additional 2 minutes to return to the station and debit the guest’ account. All the times mentioned represent flow time at the various activities, an include the effects of waiting.

Activity Time and Visit

a. Draw a process map for the room-service process: from receipt of order to delivery of food

b. What is the critical path and theoretical flow time of the process?

c. What is the effect on the process flow time if the waiter could prepare the cart in 6 minutes, instead of 8?

d. Computes the waste time due to rework?

e. The hotel wants to reduce its theoretical flow time by 4 minutes. Give an example of using elimination approach to reduce the theoretical flow time. (Show which activity or activities should be reduced and by how many minutes).

The catering manager of LaVista​ Hotel, Lisa​ Ferguson, is disturbed by the amount of silverware she is losing every week. Last Friday​night, when her crew tried to set up for a banquet for 500​ people, they did not have enough knives. She decides she needs to order some more​ silverware, but wants to take advantage of any quantity discounts her vendor will offer.

follows≻For

a small order

​(2 comma 0002,000

pieces or​ less) her vendor quotes a price of

​$1.801.80​/piece.

follows≻If

she orders

2 comma 0012,001

to

5 comma 0005,000

​pieces, the price drops to

​$1.601.60​/piece.

follows≻5 comma 0015,001

to

10 comma 00010,000

pieces brings the price to

​$1.401.40​/piece,

and

follows≻10 comma 00110,001

and above reduces the price to

​$1.251.25​/piece.

​Lisa's order costs are

​$200200

per​ order, her annual holding costs are

55​%,

and the annual demand is

44 comma 90044,900

pieces. For the best option​ (the best option is the price level that results in an EOQ within the acceptable​ range):

​a) What is the optimum ordering​ quantity?

units ​(round your response to the nearest whole​ number).

​b) What is the annual holding​ cost?

​$nothing

​(round your response to two decimal​ places).

A hotel wanted to develop a new system for delivering room service breakfasts. In the current system, an order form is left on the bed in each room. If the customer wishes to receive a room service breakfast, he or she places the order form on the doorknob before 11p.m. The current system requires customers to select a 15-minute interval for desired delivery time (6:30~6:45a.m., 6:45~7:00a.m., etc.). The new system is designed to allow the customer to request a specific delivery time. The hotel wants to measure the difference (in min.) between the actual delivery time and the requested delivery time of room service orders for breakfast (negative time means that the order was delivered before the requested time, whereas the positive time means that the order was delivered after the requested time). The factor included were the menu choice (American and Continental) and the desired time period in which the order was to be delivered (Early Time Period [6:30~8:00a.m.] or Late Time Period[8:00~9:30a.m.]). Ten orders for each combination of menu choice and desired time period were studied on a particular day, and the data were stored

(a) At the 0.05 level of significance, is there an interaction between type of breakfast and desired time?

(b) Draw the plot of means.

(c) At the 0.05 level of significance, is there an effect due to type of breakfast?

(d) At the 0.05 level of significance, is there an effect due to desired time?

Gloucester Township Department of Public Works, in an effort to encourage use of its public parks during the summer months, began a campaign to encourage vacationers to use the parks. Studies for the past five years indicate that only one-fourth of all vacationers use the park for three days or more per week. A survey conducted after the new campaign was initiated reveals that 55 of 200 vacationers use the parks three or more days per week. At α = .05, does this support the campaign’s effectiveness?