HND Assignment Brief

Session: February 2022

Programme title Pearson BTEC HND Hospitality Management (RQF Level 5)

Unit number and title 27 Front Office Operations Management

Assignment number & title 1 of 1 Written coursework assignment

Assessor (s) Philip Clements

Issue Date 10 March 2022

Final assignment 06-11 June 2022

submission deadline

13-18 June 2022

Late submission deadline The learners are required to follow the strict deadline set by the College
for submissions of assignments in accordance with the BTEC RQF level 4
– 5 submission guidelines and College policy on submissions.

Resubmission deadline TBA

In-class feedback will be available from formative assessment of the initial

submissions based on each learning outcome.
Remark and Feedback
Final feedback will be available within 2 – 3 weeks of the assignment
submission date.

• The work you submit must be in your own words. If you use a quote or an
illustration from somewhere you must give the source.
General • Include a list of references at the end of your document. You must give all
your sources of information.
Guidelines • Make sure your work is clearly presented and that you use readily
understandable English.
• Wherever possible use a word processor and its “spell-checker”.

Internal verifier David Boyd

Signature (IV of the

Date 09/03/2022
brief) *

Department of Tourism and Hospitality Page 1 of 7

 ICON College of Technology and Management
BTEC Level 5 in Hospitality Management (RQF)
Unit 27: Front Office Operations Management (L5)
Session: February 2022

Assignment Context and Scenario

You are a Property Management Systems consultant working with a leading hotel operator in the
UK and you are assigned to investigate the issues and trends in the Front Office operations,
including the application of technology and Revenue Management strategies by the hotel. By the
end of the project, you will need to submit a report to the senior management. Your report will focus
on the key areas as indicated by the four learning outcomes below: suggested Word Count: 3,000

Learning Outcome 1: Evaluate the role of the Front Office department within various
accommodation organisations

Drawing on examples from different accommodation organisations, analyse the functions of front
office operations and assess how technology is used to enhance the guest experience. Effective
communication between the Front Office and other departments is crucial to successful operation of
the business. Evaluate the importance of interdepartmental communication between the front office
and other departments within the selected hotel and critically evaluate how the process of effective
communication between housekeeping and the front office ensure guest satisfaction.

Learning Outcome 2: Discuss the importance of managing the reservation process to ensure
maximisation of profit

Examine the role of reservation in front office operations and discuss the process for a range of
different accommodation organisations and analyse the role of the Internet plays within the
reservation process using a number of examples. Assess how important for the Front Office
Managers to forecast room availability and room revenue.

Apply and evaluate a range of yield (revenue) management techniques using a variety of scenarios
that Reservation Manager can use to maximise profit in your subject hotel and make valid and
justified recommendations to improve the role of the front office operations.

Learning Outcome 3: Analyse the guest experience journey within Front Office operations

An accommodation service customer normally passes through four stages of the guest experience
journey. Explain the role of front office operations during each stage and analyse how it can
optimise business performance and sales. Provide techniques and approaches as recommendation
with justifications to improve and enhance relationship with guests in each of the guest experience
journey. Appraise the benefits of digital technology and innovation and critically analyse its role in
enhancing the guest experience within your selected hotel.

Learning Outcome 4: Assess how Front Office operations manage the quality of service
delivery

Using your selected hotel or similar organisations, review how front office operations can enhance
the quality of service and discuss how this can be measured by applying the service quality model
such as SEQUEL. Evaluate how the role of FO operations can affect the quality of guest experience
and its implications on measuring service quality. Make valid and justified recommendations for
closing the gaps in quality service provision.
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Relevant Information

1. Learning Outcomes and Assessment Criteria

Learning Pass Criteria Merit Criteria Distinction

Outcomes Criteria

Learning Outcome 1: P1 Analyse the functions of front M1 Critically evaluate LO1 and LO2
Evaluate the role of office operations within a range of the communication D1 Make valid and
the Front Office different accommodation process between justified
department within organisations housekeeping and the recommendations to
various front office in ensuring improve the role of
accommodation P2 Assess the ways front office guest satisfaction the front office
organisations operations use technology to within a specific operations in
enhance the guest experience accommodation maximising profit
within a range of different organisation within a specific
accommodation organisations accommodation
organisation
P3 Evaluate the importance of
interdepartmental communication
between the front office and the
various departments within a
specific accommodation
organisations

Learning Outcome 2: P4 Discuss the reservation M2 Analyse the role of D2: Same as LO1
Discuss the process for a range of different the Internet plays
importance of accommodation organisations within the reservation
managing the process for a range of
reservation process to P5 Assess the importance of different
ensure maximisation forecasting room availability and accommodation
of profit room revenue for Front Office organisations
Managers.
M3 Evaluate yield
P6 Apply a range of yield management and the
(revenue) management techniques reservation
techniques to a variety of managers can use to
scenarios maximise profits for an
organisation

Learning Outcome 3: P7 Analyse front office operations M4 Critically analyse D2 Provide justified
Analyse the guest during each of the four stages of the role digital recommendations for
experience journey the guest experience journey and technology and improving the
within Front Office how they can optimise business innovation play in relationship
operations performance and sales enhancing guest management
satisfaction at each process for front
P8 Appraise the benefits of digital stage of the guest office operations at
technology and innovation of experience journey for each stage of the
enhancing the guest experience a specific organisation guest experience
within a specific organisation journey for a specific
organisation

Learning Outcome 4: P9 Review how front office M5 Evaluate how the D3 Make valid and
Assess how Front operations can enhance the quality of the guest justified
Office operations quality of service and how this experience can be recommendations for
manage the quality of can be measured, applying the affected by the role of closing the gaps in
service delivery service quality model FO operations and the quality service
implications this may provision
have upon measuring
service quality
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Preparation guidelines of the Coursework Document
a. All coursework must be word processed.
b. Document margins must not be more than 2.54 cm (1 inch) or less than 1.9cm (3/4 inch).
c. Font size must be within the range of 10 point to 14 point including the headings and body
text (preferred font size is 11).
d. Standard and commonly used type face such as Arial should be used.
e. All figures, graphs and tables must be numbered.
f. Material taken from external sources must be properly refereed and cited within the text
using Harvard standard
g. Do not use Wikipedia as a reference.
h. Word limit must be strictly followed.

3. Plagiarism and Collusion

Any act of plagiarism or collusion will be seriously dealt with according to the College regulations. In
this context the definition and scope of plagiarism and collusion are presented below:

Plagiarism is presenting somebody else’s work as your own. It includes copying information directly
from the Web or books without referencing the material; submitting joint coursework as an individual
effort.

Collusion is copying another student’s coursework; stealing coursework from another student and
submitting it as your own work.

Suspected plagiarism or collusion will be investigated and if found to have occurred will be dealt
with according to the college procedure. (For details on Plagiarism & Collusion please see the
student hand book)

4. Submission
a. Initial submission of coursework to the tutors is compulsory in each unit of the course.
b. Student must check their assignments on ICON VLE with plagiarism software Turnitin to
make sure the similarity index for their assignment stays within the College approved level. A
student can check the similarity index of their assignment three times in the Draft
Assignment submission point located in the home page of the ICON VLE.
c. All Final coursework must be submitted to the Final submission point into the unit (not to
the Tutor). A student would be allowed to submit only once and that is the final
submission.
d. Any computer files generated such as program code (software), graphic files that form part
of the coursework must be submitted as an attachment to the assignment with all
documentation.
e. Any portfolio for a unit must be submitted as a hardcopy to examination office.
f. The student must attach a tutor’s comment in between the cover page and the answer in the
case of Resubmission.

5. Good practice
a. Make backup of your work in different media (hard disk, memory stick etc.) to avoid distress
for loss or damage of your original copy.

6. Extension and Late Submission

a. If you need an extension for a valid reason, you must request one using an Exceptional
Extenuating Circumstances (EEC) form available from the College examination office and
ICON VLE. Please note that the lecturers do not have the authority to extend the coursework
deadlines and therefore do not ask them to award a coursework extension. The completed

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 form must be accompanied by evidence such as a medical certificate in the event of you
being sick.
b. Late submission will be accepted and marked according to the college procedure. It is noted
that late submission may not be graded for Merit and Distinction.
c. All Late coursework must be submitted to the Late submission point into the unit (not to
the Tutor). A student would be allowed to submit only once and that is the final
submission.

7. Submission deadlines: as above (page 1)

Submit to: Online to the ICON VLE only

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