MGT1002 Hotel Operations and Systems Management Assessment Brief 2026 | UoS

MGT1002 Learning Outcomes:

By the end of this module successful students will be able to do the following:

1. Interpret the development and classification systems of the accommodation industry and their impact on operational decision-making.

2. Examine front office and housekeeping operations, including their roles, processes, and contributions to guest satisfaction and overall operational success.

3. Discuss revenue management principles, distribution strategies, and the role of sustainability practices within the hospitality industry.

Assessment 1 Hotel Operations Scenario Assessment

Value:   30%

Assessment Description

This assessment tests Learning Outcomes 1, 2 and 3.

As a group of hotel consultants, you are required to study guest reviews for TWO hotels in London. By studying those comments, you should try to study the good practices and areas for improvement respectively; and compare their performance accordingly. Summarize all your findings into responsible operational departments. Hotel comments are easily found online at various websites including official hotel websites, Trip Advisor, Hotels.com, Booking.com, Agoda.com, etc.
Each project team (ranging from a minimum of 4 to a maximum of 6 members) will be responsible for a hotel consultancy presentation. The presentation contents should include:

• Introduction
• Hotel background and brief information
• Summary of good practices by departments
• Summary of areas for improvement by departments
• Highlight the THREE major key areas in achieving guest experiences
• Conclusion

Each student team will have maximum 15 minutes, no less than 10 minutes to present the findings to the class.

Assessment Guidance

Data Collection & Research

• Do not rely on a single site. Compare "Official" reviews with third-party sites like TripAdvisor or Booking.com to spot discrepancies in brand promise vs. reality.
• Look for recurring themes rather than one-off complaints. If five guests mention "slow check-in," it is an operational system issue; if one guest mentions it, it may be an isolated incident.

Operational Categorization

To organize your findings, map reviews to the following departments, try to:

1. Front Office/Systems: Booking ease, check-in speed, staff greeting, and etc
2. Housekeeping: Room cleanliness, amenity quality, turndown service, and etc
3. Food & Beverage: Breakfast quality, room service efficiency, bar atmosphere, and etc
4. Engineering/Maintenance: Wi-Fi reliability, AC/Heating functionality, elevator speed, and etc

Presentation Innovation & Delivery

• The group-based presentation will require team members’ synergy in composing the presentation in innovative and well-organized manners, for example by using well-orchestrated role play in enhancing the delivery of the presentation contents, or videos in enhancing the visual effects.
• The "Consultant" Persona: Maintain a professional tone. Avoid saying "we liked the hotel"; instead, use "The data suggests the property excels in..."
  Evaluation Criteria
• Synergy: Does the team transition smoothly? Does it feel like one firm, or four separate students?
• Analytical Depth: Did you just read the reviews, or did you explain why those issues exist (e.g., outdated PMS software or understaffing)?
• Time Management: Staying within the 10-15 minute window is a test of your ability to prioritize information—a key skill for any consultant

Format and instructions

Each team assignment must be presented by all students in the same group. Students must submit the presentation PowerPoint by the submission date specified. Student full names and student numbers should be printed clearly on the cover page of the PowerPoint slide.

Assessment Criteria: Assessment 1

Assessment 2 Hospitality Operations Plan

Value: 70%

Assessment Description

Develop a comprehensive proposal for a new hotel project in London.

As an individual consultant, your objective is to persuade a potential investor to fund a new hotel development in the London market. You must move beyond a simple "idea" to a sophisticated Operational Concept that justifies the investment through market alignment and system efficiency.

Your report must explicitly address and justify the following strategic choices:

• Theme of the Hotel: (e.g., Luxury, High-Tech Micro-Hotel, Heritage/Boutique, and etc).
• Location: Specific London borough or district (e.g., Shoreditch, South Kensington, Canary Wharf).
• Classification: Star rating or service level
• Target Market & Competitors: Who are the primary/secondary guests? Which existing London hotels are your direct rivals?
• Facility Systems: Discuss the core technologies (PMS, CRS, Smart-room controls, Energy Management Systems) adopted for your concept.
• Operational Requirements: Justify key highlights of the facilities planning and the staffing requirements to run them.
  Word Count: 2,000 words (excluding references and appendices).

Report Structure

1. Cover Page: Project Title/Concept Name, Team Member Names, and Student IDs.
2. Introduction: Define the project scope, the Gap in the Market, and your objectives.
3. Background of Study:

• Location Analysis: Why this specific area of London?
• Market Segmentation: Current guest preferences in the current London market.
• Competitive Landscape: A brief SWOT analysis of your main competitors.

     4. Main Body:

• Detailed descriptions of the property design and facilities.
• Facility Systems Architecture: How technology will enhance the guest journey
• Operational Flow: Staffing structures and service delivery standards.

    5. Conclusion

    6. List of References: Minimum of 8–10 academic/industry sources (Harvard reference style).

Assessment Criteria: Assessment 2  Hospitality Operations Plan