For this assignment, you take the role of Guest Service Consultant. You have been contracted to completely re-engineer the service delivery culture, systems, and skills in a company of your choice.
Take the role of Guest Service Consultant
For this assignment, you take the role of Guest Service Consultant. You have been contracted to completely re-engineer the service delivery culture, systems, and skills in a company of your choice. You may also base this on your co-op host company. (If you are on a co-op placement.) Or any other organization with which you are familiar but have to be in Canada.
It does not have to be a tourism organization, but the company must have a strong customer or guest focus. Additionally, the paper must be clear enough. It should be presented to the company executive so they will be eager to contract you to carry out the project. You will not be given higher marks for vast amounts of text. I will be looking for innovative ideas that are clearly laid out and will succeed in a real-world application. It is acceptable to layout the project in tables and bullet-point form as long as all points are covered (see outline below).
Imagine yourself as a consultant, standing at the head of a boardroom table surrounded by busy executives, each with a copy of your plan in front of them. Your task is to convince them clearly and simply how your plan will make their guest service delivery the very best in the business.
Your paper must cover the following:
|1. Title, TOC, Report Structure &
|Include the company name, project title, your name, and the date||10|
|2. Introduction / Conclusion||Describe the purpose, geographical area, and number of employees in the organization. Summarize the key points of the report||20|
|3. Mission||Revision of the mission, vision, credo or values statement compared with the existing one||10|
|4. Recruit/Selection||Your recommended changes in recruitment and selection systems to ensure high quality employees right from the start. You may want to recommend a new management position(s)||20|
|5. Communications||Your recommended changes in hard communications systems for greater effectiveness and efficiency||20|
|6. Management Training||Training for management. You need only state topic titles, training duration per course, numbers on each course, who will train and where the training will take place||20|
|7. Frontline Training||Training for front-line staff. You need only state topic titles, training duration per course, numbers on each course, who will train and where the training will take place||20|
|8. Internal Service||Improvements with internal service so that staff truly work as a mutually supportive team||20|
|9. Recognition||A recognition system for staff for outstanding and consistent guest service||20|
|10. Budget||Cost to the company, and duration of the project. Details of cost need to be itemized but not to the tiniest detail. For example, training 200 employees in new service culture. $XXX for training room plus $XXX for||20|
lunches plus $XXX for trainer x 10 courses at 20 people per course = $XXX. This should be laid out as a spreadsheet or word table
|11. Measurement||Some measurement of success of the project that will prove to Management that you truly succeeded in transforming the company||20|
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