a

Assessment 1 –
Part A – Formal and Informal Research
    Information Source
    Star Rating
    Type of business
    Customer needs
    Customer expectations
    Customer satisfaction levels
    Hotel name
    Starratings.com
    5
    Self-catering
    Big Lawn
    Open Barbeque
    Customer rating 9.8
    Evanslea Luxury Boutique Accommodation
    Starratings.com
    5
    Caravan-Holiday Park
    Water park
    Value for money
    Customer rating 9.3
    North Star Holiday Resort
    Starratings.com
    4
    Hotel
    Heritage property
    Easy access to local transport
    Customer rating 8.9
    Adina Apartment Hotel Brisbane Anzac Square
Part B –
    EVANSLEA LUXURY BOUTIQUE ACCOMODATION
Staff Professionalism and Personal presentation policy and procedure
    Policy Statement
In EVANSLEA LUXURY BOUTIQUE ACCOMODATION, all our staff works in a professional manner and hotel has been following various principles ensuring that the entire staff is properly dressed and groomed.
    Aim
The aim of Evanslea is to provide best concierge services to the customers and to consider customer feedback very seriously. Our staff is well manner and well behaved and work in a professional manner.
    Goals
The goal of the hotel is to ensure that the bedsheet is changed every day, room is cleaned everyday as per the convenience of the customers, request for customer feedback timely, provide for most comfortable bedding, arrange for wide range of options in breakfast, lunch, and dinner as per international standards of food.
The staff is trained to be completely aware about the hotel management policy and shall be trained to act politely with due respect with all the customers and stay calm and compose.
    Procedure
The staff is expected to always wear uniform when in the premises of the hotel on duty and the type of uniform will be separate for every category of the staff. All the staff who does not wear uniform shall be strictly penalized. All the staff is expected to look neat and tidy when working as a hotel staff.
The hotel staff shall be worn in the following manner for men –
· Trouser which is colored blue.
· Business tie blue in color
· Shirt white colored
· Formal shoes
The hotel staff shall be worn in the following manner for women –
· Skirt and white shirt with a blue tie.
· Formal shoes
    Training –
The training and HR Department of the hotel is responsible for ensuring that the entire staff is professionally trained in relation to employees like cleaner, Stewart etc. Most of the employees of the hotel are recruited from the institute of hotel management and hence, very aware of the ways of working in hospitality insurance. It is also ensured that all the employees are provided proper training at least once a year.
    EVANSLEA LUXURY BOUTIQUE ACCOMODATION
Wedding Function Policy and Procedure
    Policy Statement
In EVANSLEA LUXURY BOUTIQUE ACCOMODATION, we accept the booking 30 days in advance subject to availability and deposit shall be withheld. A contract shall be signed by both the parties once deposit and advance are received.
    Aim
The aim of the hotel is to provide services related to wedding function and in house hotel catering with a booking in advance. The aim shall be to create lifetime experience by making the day most memorable for the couple and their...