NAME OF CANDIDATE: ALIYAH RAMPERTAB SUBJECT: OFFICE ADMINISTRATION CENTRE CODE: CANDIDATE NUMBER: NAME OF CENTRE: Slpss TITLE OF PROJECT: RECEPTION AND HOSPITALITY YEAR OF EXAMINATION: 2018 TERRITORY: Guyana NAME OF TEACHER: DATE SUBMITTED:
TABLE OF CONTENTS Criteria One Title of project Aims of project Functions of relevant department Correspondence Letter Criteria Two Methodology/Questionnaire Schedule of activities Regulations and policies Criteria Three Report Document of business Impact of Office Equipment used by the business Bibliography
TITLE OF THE PROJECT To investigate the quality of work engaged by personnel in the department of Reception and Hospitality in an Organization
AIMS OF THE PROJECT 1. To examine the quality of hospitality of the gym 2. To investigate the accuracy of work done in this department Not accuracy, but talk about the department…
FUNCTIONS OF THE RELEVANT DEPARTMENT 1. Portray an excellent first impression of the business to facilitate customer’s satisfaction and increase public image 2. Keeps records of financial transactions in the business The accounts department handles financial transaction
Lot 96 Line Path B Corriverton Berbice 9th August, 2017 Manager Azim Rampertab Good Life Fitness Corriverton Berbice. Dear Sir, Re: Permission to conduct CSEC SBA investigation for Office Administration. I am a student of form five from Skeldon Line Path Secondary School and I will soon be writing my CSEC Examination in 2018. I was assigned to complete a project for Office Administration in which I will obtain maximum marks for my examination. The title for my project is “Reception and Hospitality”. In order to complete my project, I am seeking permission to visit your business on the 20th of August at 2pm to distribute questionnaires to the members in the specific department as well as yourself to respond to. I kindly also ask for a little tour around the business.
You can contact me on my cell, 6537778 or email me at
[email protected] to inform me if the time I stated would be convenient enough for you or not. I assure you that every information obtained will be confidential and will only be used for my project’s completion. Yours co-operatively ……………………………… Aliyah Rampertab Student of Skeldon Line Path Secondary
METHODOLOGY The method of data collection that was used was the distribution of questionnaires to each member in the Reception and Hospitality Department on the 20th of August 2017 ensuring them that all information will be confidential. A questionnaire seemed more appropriate to gather information in this case because it was likely to obtain accurate answers. Also, it’s an easy way to total up the responses from the members and distinguish between them. A single questionnaire was distributed to each individual associated in the stated department. They were required to answer all questions asked whether it was based on a fact or an opinion. The questionnaires were recollected on the 30th of August 2017. Time??? What about interview?
Five QUESTIONS ASKED
1. What is the approximate number of customers for the business in a day? a.) 15-20 b.) 20-30 c.) 30-40 d.) More than 40 2. How often do customers complain about the quality of service provided by the business? a.) Not so often b.) Very often c.) Not sure d.) Never 3. How do you ensure that information is kept confidential?
4. How do you gain customer’s trust?
5. Do you think that this business is going to exist in the next 10yrs to come? a.) Yes
b.) No c.) Maybe d.) Not sure FIFTH question can be, How does the reception and hospital department impact the quality of life in the organization??
SCHEDULE OF ACTIVITIES DATE
ACTIVITIES
2017/08/15
Selected a topic and identified aims
2017/08/16
2017/08/17
2017/08/20
2017/08/30
2017/08/31
The topic was selected and discussed with the subject teacher. Selected a business to Good Life Fitness Gym investigate was chosen to investigate. A letter was written to Permission had to be the business given by the business requesting permission for the investigation to for a visit. conduct. A visit was taken to the Questionnaires were business to distribute distributed to the questionnaires to the workers under the members. particular department to answer. The business was The workers returned revisited to re-collect the questionnaires the questionnaires. with their answers.
But no revisit was stated in the letter of permission/ Why?? The information was analyzed. Which
information?? 2017/09/01
2017/09/02
COMMENTS
The methodology was written and a few questions were extracted from the questionnaire to place in the report. A conclusion was made
All information on the questionnaire was interpreted. Information was entered in the written report.
The report was
2017/09/04
2017/09/05
with the remaining parts of the report. The report was submitted to the teacher to make corrections. The report was collected back to rectify mistakes.
finished. The teacher checked for mistakes on the report. Mistakes on the report were rectified.
Change this one 2017/09/08
Atleast 12 activities
The SBA was then submitted to the teacher in typographical manner.
The entire SBA was submitted to the teacher.
REGULATIONS AND POLICIES OF THE ORGANIZATION Legislation governing the work place – INTERNAL The gym will not take responsibility for any personal property lost. EXTERNAL??? How the researcher became aware of the legislation – The legislation was printed broadly on the walls of the gym. Health and Safety Rule – A ‘No Smoking’ sign was noticed as soon as entering the building as well as a ‘Wet floor’ sign on the floor. One Staff Rule – The researcher was told to leave all unnecessary equipment with the receptionist as it was a staff rule.
REPORT BAD FLOW
After selecting the business, the researcher immediately began to research on the topic, “Reception and Hospitality”. Two aims were selected for the project and two functions of the business were stated. The researcher then typed out a letter requesting permission for a visit to the business for further investigation in the required department. After permission was granted by the business for the visit, the researcher prepared questionnaires consisting of five questions for the members under the specific department to answer. On the visit to the Bakery, the questionnaires were distributed and the researcher was given a tour around the business into the other departments as well.
The department of Reception and Hospitality is one of the most important part of the business. It is responsible for the image of the business as it is the first thing noticed by customers as they enter. The tone of voice, the manner, the fluency as well as the code of dress of the receptionist are things that matter. This department ensures that customers feel welcomed in the business, the records about every action is kept here, thus being the most confidential department of the Bakery. It was observed on the day of visit that each employee was being cooperative and following the rules and regulations. Everyone was friendly and the working environment was clean and spacious. No sort of distraction was noticed and everyone was focused on their jobs. The
investigation was successfully completed as information was easily obtained.
LIMITATIONS (excellent) Although all aims were successfully achieved, there were two limiting factors. One of which, the researcher wasn’t allowed to take pictures of the internal sections of the business and the other was where a questionnaire got wet due to the researcher’s carelessness.
FINDINGS Each individual was engrossed in their specific department of work Everyone was appropriately dressed including the janitor In what?? State one more
GRAPHS
Do you think that this business is going to exist in the next 10years to come? This graph does not talk about one of your finding or about the reception and hospitality department.
NOT SURE
MAYBE
NO
YES
How often do customers complain about the quality of service provided by the business?
Never Not so often Not sure Very Often
RECOMMENDATIONS
A guard should be appointed for the back entrance why?? The janitor should have his own badge why??
CONCLUSION It can be concluded that this SBA was successfully completed investigating the department of Reception and Hospitality for Good Life Fitness Gym.
