You have been appointed Director of Operations of a small new boutique 5-star rated resort, in the Algarve area. Next week, you have the opening, but as you have a great sales team that has been working for more than one year in advance
M9111 Advanced Hospitality Operations – FINAL PROJECT
ADVANCED HOSPITALITY OPERATIONS
CASE STUDY
You have been appointed Director of Operations of a small new boutique 5-star
rated resort, in the Algarve area. Next week, you have the opening, but as you have
a great sales team that has been working for more than one year in advance, the
levels of occupancy are quite good.
HOTEL DESCRIPTION
Nestled in the heart of the Algarve, our exclusive boutique resort offers a serene
and luxurious escape with Mediterranean charm. This photo book showcases our
exquisite accommodations, state-of-the-art facilities, and the breathtaking beauty
of our surroundings.
Accommodation: An Exclusive Experience
• Luxury Suites (15 rooms)
Expanding over 100m², our fifteen exclusive suites embody sophistication and style.
Each suite is uniquely decorated, offering:
▪ Expansive living and sleeping areas
▪ Luxurious bathroom with premium amenities
▪ Private terraces overlooking the lush gardens or sea
▪ Minibar stocked with an exquisite selection of beverages and snacks
• Junior Suites (10 rooms)
Each of our ten Junior Suites (65m²) is a haven of tranquility. Designed with
Mediterranean-inspired decor, these suites boast a soft palette of whites and
beiges, enhancing a sense of comfort and elegance. Every Junior Suite features a:
▪ Spacious living area
▪ Plush king-size bed
▪ Private balcony with stunning views
▪ Fully stocked minibar with 25 premium beverages and snacks
Indulgent Facilities & Services
• Gastronomy & Dining
▪ Signature Restaurant - Delight in a gourmet experience featuring fresh,
locally sourced ingredients. F&B Concept is still to be developed.
▪ 24hr Room Service - Savor hot dishes until midnight, with a selection of
light meals available 24/7.
M9111 Advanced Hospitality Operations – FINAL PROJECT
INTERNAL - RESTRICTED
• Beach & Relaxation
▪ Private Beach Sunbed Area - Enjoy unparalleled comfort, complete with
cocktail and snack service while basking in the Algarve sun.
▪ Infinity Pool - Take a refreshing dip in our open swimming pool
surrounded by lush greenery.
▪ Spa Retreat (500m²) - A sanctuary of well-being, offering personalized
treatments, sauna, and relaxation areas.
• Premium Guest Services
▪ 24hr Reception & Concierge - Personalized assistance for all your needs.
▪ Valet Parking & Shuttle Services - Seamless and luxurious transportation
options.
▪ Turndown & Evening Refreshment Service - Ensuring the utmost comfort
throughout your stay.
• Breathtaking Outdoor Spaces
▪ Gardens & Open Seaside Area (2000m²) - Stroll through beautifully
landscaped grounds with panoramic ocean views.
M9111 Advanced Hospitality Operations – FINAL PROJECT
INTERNAL - RESTRICTED
As part of the tasks as manager, you have been requested to do the following:
ROOMS DIVISION MANAGEMENT
1) Your owner has asked you to create an organizational chart of the hotel to identify different
roles, tasks, and positions, for the HR team to include in the welcome pack of your employees so
that they have a clear idea of who reports to whom. One of the departments to be included is the
party department.
2) You need to produce the next 2 weeks’ FO schedules using the minimum staff possible as you
want to guarantee that you can use anybody available to back up other operations. Please
produce the 2-week roster considering the current labor regulations and agreements of the country.
Please remember that the minimum staffing is 20.
40 working hours per week / Maximum of 8 hours per shift
SHIFT DISTRIBUTION
AM 7:00 – 15:00
PM 15:00 – 16:00
N 23:00 – 7:00
MID SHIFT Subject to operational needs
Shift times can be modified to attend the operational needs of the department
3) As part of your collaboration with the Housekeeping manager, you have developed the SOP for
room cleaning. You’ve determined that cleaning a junior suite takes 45 minutes for departures
and 35 minutes for stayovers. For suites, the corresponding times are 65 minutes for departures
and 50 minutes for stayovers. Additional to cleaning services, the turn down service will be also
provided for stayovers taking 10 minutes regardless of the room type.
Considering your housekeeping team’s labor relations agreement, which stipulates 40 hours a
week, with a maximum of 8 working hours per day (including 10 minutes for starting and
finishing activities and department briefings and 30 minutes for breaks), how many GRAs would
be needed to provide the housekeeping services in the first 2 weeks? Each GRA earns a salary
of 10€ per hour. What would the labor cost for the week in terms of GRAs be? Please mind
that the labor cost for the 2 weeks may not exceed 500€.
4) To establish an effective purchasing system, you have been required to determine min i m u m and
maximum inventory levels for the guest amenities. The following standard for the guest
amenities has been forwarded to you by the GM:
M9111 Advanced Hospitality Operations – FINAL PROJECT
INTERNAL - RESTRICTED
- 4 bottles of gel.
- 4 bottles of shampoo.
- 2 bottles of hair conditioner.
- 2 bars of hand soap.
- 2 bottles of body lotion.
To effectively determine the inventory levels, you receive the following information:
- In each box of each type, you receive 250 units.
- The lead time for delivery is 20 days.
- Purchase orders are placed once per month.
- The safety stock level has been set in 2 boxes per item.
F&B MANAGEMENT
5) As part of your duties, you have been asked to develop the restaurant concept. The General
Manager has asked you to produce a description of the Restaurant Concept justifying your
decision.
6) Once the Restaurant concept has been developed, you have been asked to create the name,
logo, and slogan for the outlet. You must develop an original idea never used before.
7) According to the new restaurant concept created, you have been asked to develop the Unique
Selling Proposal for the F&B outlet justifying your decisions regarding it.
