Management of Rooms Division

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MRD403BM_Assessment_1_Brief Page 1 of 8

ASSESSMENT 1 BRIEF
Subject Code and Title MRD403 Management of Rooms Division
Assessment Individual Business Report and Mind Map
Individual/Group Individual
Length 1,000 words (+/‐ 10%)
Learning Outcomes The Subject Learning Outcomes demonstrated by successful
completion of the task below include:
a) Evaluate critical components of service quality and guest
experience in a room’s division context.
Submission Due by 11:55 pm AEST/AEDT Sunday end of Week 4
Weighting 20%
Total Marks 100 marks

Assessment Task
You are the Rooms Division Manager of a hotel, and have been tasked by your Hotel General
Manager (GM) to develop a new management position in your department. You must write a
business report arguing the needs for this new position, describing the role, and explaining the
impacts this new position will have on the department. You shall assume that your hotel currently
does not have this position. Your research and discussion shall be presented to your GM in the way
of a business report (approx. 750 words) and by using a mind map (approx. 250 words).
Please refer to the Instructions for details on how to complete this task.
Context
A critical component of Rooms Division operations is the management of guest service, the
engagement of the team members, and the quality of the room product. Having the right staff in the
right roles completing all necessary tasks leads to operational excellence in both the guest
experience journey and staff satisfaction.
Your GM has requested you to prepare a business case on adding an additional supervisory or
management position that does not exist in your hotel currently (however may commonly exist in
the industry) and present this in a business report and mind map, showing the tasks this position
would complete. Hotels operate better when all guests and staff have a dedicated manager for their
operational needs. When hotels stretch their management team’s responsibilities, they may save
wages in the short term, however it may also create poor service standards for guests, staff
turnover, or poor work culture.
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This assessment assists your learning by developing skills in critical analysis and strategic thinking. It
requires you, a Rooms Division Manager, to write a business report addressed to your GM, based on
your analysis and suggestions of a new supervisory or management rooms division position for your
hotel. Included in the report should be a mind map providing a visual diagram of your recommended
tasks for this new manager.
Instructions
1. Select a hotel (real or fictional) and research its Rooms Division department.
• Your selected hotel can be anywhere in the world, but should be 4* or 5*, to have
a large Rooms Division department.
• If your hotel is fictional, you will need to provide additional information –
use the questions below to help you understand your hotel’s needs.
• Research the hotel and its offerings: what departments exist in the hotel? What
type of hotel is it (boutique hotel, conference centre hotel, resort, city‐centre
hotel, etc.) and who are the target markets of the hotel (leisure‐oriented, business‐
oriented, or mix of both)?
• Focus on the customers: what are their needs and requirements?
2. Based on your research, decide on the Rooms Division management role that needs to be
created.
• Based on your research, what are the needs and requirements of your guests?
Which position would help assist with these needs?
• Remember that the position you choose can currently exist in the industry.
• Use academic and industry research to support your business case for this role’s
creation.
This role is strictly to be in the room division department, not any other department in the hotel.
3. Your business report should include the following headings:
• Torrens University Australia Cover Sheet
• Executive Summary
• This is an overall summary of the report and its findings (needs for the position,
role and impacts of the new role on the hotel)
• Table of Contents (with page numbers)
• Introduction (approx. 150 words)
• Present the hotel and its Rooms Division department
• Provide a brief overview of the new role proposed and the reason for its
creation (e.g., enhance the guest experience or team culture, etc.)
• Finish with a short outline for the report
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• Discussion (approx. 500 words)
• Needs analysis: provide a thorough reasoning for the position’s creation
and needs in the department, based on both academic and industry
research
• Role introduction: present the new role and its tasks and responsibilities,
and show its effects on guests and staff
• Impacts of role: discuss the current circumstances of the hotel and what
impacts the integration of the new position would have on the Rooms
Division department, relating to service quality and staff engagement
• Mind map (approx. 250 words)
• Focus on the role and the tasks and responsibilities the role holds
• Illustrate the relationship between the Needs analysis, Role introduction
and Impacts of the role from the Discussion, from both a guest and staff
perspectives
• Conclusion (approx. 100 words)
• Provide a brief summary of the report
• Reiterate your suggestions to your General Manager
• Reference list
• Provide a minimum of five (5) relevant and credible references
• Appendices (if any)
Note for the mind map:
Your mind map is a visual device used to brainstorm thoughts organically without worrying about
order and structure. It allows you to visually structure your ideas to help with analysis and recall.
N.B.: There are several free platforms that provide mind map templates, including Canva.com and
Miro.com.
Organise your mind map with the tasks needing to be completed by the new supervisor or manager,
by identifying the main duties and linking each potential task to those duties.
For a few ideas on how to get started, take out a sheet of paper and try following the steps below:
• Identify the position.
• List the main duties of the position.
• Create a graphic organiser related to these duties and connect tasks to these main duties.
• Go through lecture notes, readings and any other resources to support theoretical
knowledge.
• Focus on how standards and theoretical frameworks are related to each other.
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Referencing
A variety of credible references, such as peer‐reviewed journals and publications from reputable
publishers, should be used to support analyses and arguments. For this assessment, you are
expected to include a minimum of five (5) relevant and credible references. These may be academic
journals or recognised quality business source references. Instead of simply quoting or paraphrasing
from a source, you should interpret and/or evaluate the idea in question.
It is essential that you use appropriate APA style for citing and referencing research. Please see more
information on referencing in the Academic Skills webpage.
Submission Instructions
Submit both your Business Report assignment and mind map, via the Assessment link in the main
navigation menu in MRD403 Managing Rooms Division in Assessment 1 – Business report. The
Learning Facilitator will provide feedback via the Grade Centre in the LMS portal. Feedback can be
viewed in My Grades.
Please note: During the submission process, you must upload your Business Report and Mind Map
in Word Doc format. Then click the Final Submit button.
Academic Integrity
All students are responsible for ensuring that all work submitted is their own and is appropriately
referenced and academically written according to the Academic Writing Guide. Students also need
to have read and be aware of Torrens University Australia Academic Integrity Policy and Procedure
and subsequent penalties for academic misconduct. These are viewable online.
Students also must keep a copy of all submitted material and any assessment drafts.
Special Consideration
To apply for special consideration for a modification to an assessment or exam due to unexpected or
extenuating circumstances, please consult the Assessment Policy for Higher Education Coursework
and ELICOS and, if applicable to your circumstance, submit a completed Application for Assessment
Special Consideration Form to your Learning Facilitator.
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Assessment Rubric

Assessment
Attributes		 Fail
(Yet to achieve
minimum standard)
0‐49%		 Pass (Functional)
50‐64%		 Credit (Proficient)
65‐74%		 Distinction (Advanced)
75‐84%		 High Distinction
(Exceptional)
85‐100%
Development and
depth of an executive
summary that is
representative of the
Business Report
Percentage for this
criterion = 10%		 Limited overview of the
case hotel.
Key stages (needs
analysis, role
introduction and
impacts of position) of
business report are not
all addressed.		 Adequate overview of the
case hotel.
Key stages (needs analysis,
role introduction and
impacts of position) of
business report are all
addressed.		 Clear and concise
overview of the case
hotel is presented.
Key stages (needs
analysis, role introduction
and impacts of position)
of business report are
given equal
consideration.		 Clear and concise
overview of the case
hotel is presented with
relevance to needs
analysis, introduction of
role and impacts of new
position.		 Expert overview of the
case hotel is presented
with relevance to needs
analysis, introduction of
role and impacts of new
position.
Needs analysis of
Rooms Division
position based on
academic and
industry research,
Percentage for this
criterion = 20%		 Limited synthesis and
analysis.
Limited research.		 Demonstrated analysis and
synthesis of new
knowledge with
application.
Shows the ability to
interpret relevant
information and literature.		 Well‐developed analysis
and synthesis with
research linked to
analysis.		 Thoroughly developed
and creative analysis
with application of
pretested models and /
or independently
developed models, and
research linked to
analysis.		 Highly sophisticated and
creative analysis of new
with existing knowledge.
Strong research showing
pretested models and / or
independently developed
models.

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Knowledge and
understanding of new
position in the
context of Rooms
Division.
Percentage for this
criterion = 20%		 Demonstrates a
partially developed
understanding of the
position in context of
Rooms Division by
summarising standards
and concepts briefly
and expressing basic
understanding of
Rooms Division
operations.		 Demonstrates a functional
knowledge of the Rooms
Division position by
summarising standards
and concepts and
providing good
understanding of Rooms
Division operations.		 Demonstrates proficient
knowledge of the Rooms
Division role by
summarising brand
standards and relevant
model and framework of
service quality, and
explaining a
comprehensive
understanding of Rooms
Division operations.		 Demonstrates advanced
knowledge of service
quality by explaining the
purposes of brand
standards and relevant
models and frameworks
of service quality, and
how this impacts the
overall guest experience.
Describes the application
within the context of the
Rooms Division.
Explains how the
position influences
guests’ and staff’s
overall experience.		 Demonstrates exceptional
knowledge of position by
explaining the objectives
in applying relevant
models and frameworks
of the need of the
position within the Rooms
Division context.
Argues the importance of
the need for this position
and explains how it
influences guests’ and
staff overall experience,
integrating global
perspectives to add value
to recommendations.
Impact analysis of
Rooms Division
position based on
Needs Analysis and
understanding of
new position.
Percentage for this
criterion = 20%		 Limited synthesis and
impact analysis.
Limited application
based upon Needs
analysis.		 Demonstrated impact
analysis and synthesis of
new knowledge based on
new position proposed.
Shows the ability to
interpret Needs analysis and
relevant information and
literature.		 Well‐developed impact
analysis and synthesis
with application to new
proposed position linked
to Needs analysis.		 Thoroughly developed
and creative impact
analysis with application
to new proposed position
and justification linked to
Needs analysis.		 Highly sophisticated and
creative impact analysis of
new proposed position.
Strong application of
knowledge to proposed role.
Justification is clearly
based on the Needs
analysis.

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Analysing and
presenting material
and data in a way
that is clear,
meaningful and
engaging to the
audience in a mind
map.
Percentage for this
criterion = 20%		 Unclear message
and/or information
due to unsuitable
selection of material.
Lack of suitable
images, icons and/or
other graphics to
communicate
concepts.
Frequent inconsistency
in font size and colour,
scale of graphics, and
other icons.
Choices in visual
presentation make it
difficult for the
audience to read and
do not promote
audience engagement.		 Lack of clarity in the
message and/or
information due to
unsuitable selection of
material.
Few suitable images, icons
and/or other graphics to
communicate concepts.
Some inconsistency in font
size and/or colour, scale of
graphics, and other icons.
Choices in visual
presentation make it easy
to read but they do not
promote audience
engagement.		 Generally clear message
and information, with
suitable selection of
material presented in a
basic manner.
Some suitable images,
icons, and/or other
graphics to
communicate concepts.
A few inconsistencies in
font size and/or colour,
scale of graphics, and
other icons.
Choices in visual
presentation make it
easy to read and
promote audience
engagement.		 Clear message and
information, with good
selection of material
presented in a creative
manner.
Sufficient suitable
images, icons and/or
other graphics to
communicate key
concepts.
Consistent font size and
colour, scale of graphics,
and other icons.
Choices in visual
presentation make it
very easy to read and
promote high audience
engagement.		 Clear message and
information, with
excellent selection of
material presented in a
creative and insightful
manner.
Highly suitable and
impactful images, icons,
and/or other graphics to
communicate key
concepts.
Consistent font size and
colour, scale of graphics,
and other icons.
Choices in visual
presentation make it very
easy to read and promote
high audience
engagement.
Effective
Communication
(Written) &
correct citation of
key resources and
evidence		 Presents information.
Specialised language
and terminology are
rarely or inaccurately
employed.
Meaning is repeatedly		 Communicates in a
readable manner that
largely adheres to the
given format.
Sometimes employs
specialised language and
terminology with		 Communicates in a
coherent and readable
manner that adheres to
the given format.
Accurately employs
specialised language and
terminology.		 Communicates
coherently and concisely
in a manner that adheres
to the given format.
Information, arguments
and evidence are
structured and		 Expresses meaning
coherently, concisely and
creatively within the given
format.
Engages and sustains the
audience’s interest.
Information, arguments

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Percentage for this
criterion = 10%		 obscured by errors in
the communication of
ideas, including errors
in structure, sequence,
spelling, grammar,
punctuation and/or the
acknowledgment of
sources.
Demonstrates
inconsistent use of
good quality, credible
and relevant resources
to support and develop
ideas.
Referencing is omitted
or does not resemble
APA.		 accuracy.
Information, arguments,
and evidence are
structured and sequenced
in a way that is not always
clear and logical.
Some errors are evident in
spelling, grammar and/or
punctuation.
Demonstrates use of
credible and relevant
resources to support and
develop ideas, but these
are not always explicit or
well developed.
Referencing resembles APA,
with frequent or repeated
errors.		 Information, arguments
and evidence are
structured and
sequenced in a way that
is clear and logical.
Occasional minor errors
present in spelling,
grammar and/or
punctuation.
Demonstrates use of
credible resources to
support and develop
ideas.
Referencing resembles
APA, with occasional
errors.		 sequenced in a way that
is, clear and persuasive.
Spelling, grammar and
punctuation are free
from errors.
Demonstrates use of
good quality, credible
and relevant resources to
support and develop
arguments and
statements.
Shows evidence of wide
scope within the
organisation for sourcing
evidence.
APA referencing is free
from errors.		 and evidence are
insightful, persuasive and
expertly presented.
Spelling, grammar and
punctuation are free from
errors.
Demonstrates the use of
high‐quality, credible and
relevant resources to
support and develop
arguments and position
statements.
Shows evidence of wide
scope within and without
the organisation for
sourcing evidence.
APA referencing
is free from errors.

 

The following Subject Learning Outcomes are addressed in this assessment
SLO a) Evaluate critical components of service quality and guest experience in a room’s division context.