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•ThreeAssessmentTasks•BasedonONECaseStudy(keepthecopy)•Youareallowedtobring1×A4pageoforiginalnotes(200-250words)intotheassessmentarea•OnlyONEpageofnoteswillbeallowableBellevueHouse(Hotel)1.Introduction背景介绍•situatedinthecentralbeltofScotland苏格兰的中心地带•animpressivetreelineddriveleadingtothemainproperty(15acresaway)距酒店15英亩以外有一条林荫车道•traditionallybuiltsandstonebuilding砂岩建筑•overtwofloors高于两层•atpresent20bedroomsandtwosuites目前有20间客房及2个套房•totalbedspacefor50guests总共可提供50位客人的床位•twoconferencesuiteseachwithacapacityof20两个会议室，每个均可容纳20人•parkingfacilities(behindthehotel)havespacefor50vehicles酒店后的停车场设施可容纳50辆车•equidistantfrombothGlasgowandEdinburgh酒店离格拉斯哥和爱丁堡是等距的GlasgowthelargestcityinScotlandandthirdmostpopulousintheUnitedKingdomEdinburghcapitalcityofScotland,thesecondlargestcityinScotland•ontheperipheryofamajorretailparkdevelopment酒店位于一个重要商业区的周边地带•roadandraillinksareexcellent公路与铁路网络四通八达•bothmajorScottishairportsservethehotel两大苏格兰主要机场可为酒店所用•asteadyexpansionofhotelfacilitiesinthesurroundingareasoverthelasttwoyears过去两年中酒店一直在稳定地向周边区域扩建自身设施•atpresentthisisestimatedat150roomswithinafive-mileradius目前在5英里的半径范围内已扩建了150间客房的规模•oftheseestablishments,twoareprivatelyownedandoperated在这些扩建产业中，有两间是私人经营的•twoarecompanyunits另外两间属于公司旗下•twonationalMotorwayServicesoperatorshavelodgedlocalplanningconsentapplications,which,mayeffectivelydoubletheavailablebedspaces2家全国高速公路服务店运营商已递交了当地业务计划的申请书，很可能使得床位数量翻倍MotorwayServiceAreas/Stations高速公路服务区/服务站•placeswheredriverscanleaveamotorwaytorefuel,rest,ortakerefreshments•加油，休息，补给2.Overview概况•presentowners:Jack&JillHall现任酒店经营者•bothhaveextensiveexperienceinthehotelindustry二人均具备丰富的酒店业从业经验•Jack:wasaGeneralManagerwithGrandStateHotels(areputableinternationalcompany)杰克：曾在一家声名显赫的国际连锁酒店任总经理一职•lastpostwasina200bedroomedhotelwithleisurefacilitiesinthesouthofEngland他的上一份工作是在英格兰南部的的一家有200间客房的酒店管理休闲娱乐设施•atpresent,duetofamilycommitments,heisnotfullyinvolvedinthehotel目前，因承担家庭责任，他并没有全面参与酒店的管理工作•Jill(Jack’swife):involvedwithfoodsinceleavingschool吉尔：自毕业后一直从事与食品相关的工作•wasawardedaMichelinStarfortheexcellenceofthefood因烹饪食物的高超技艺曾被授予米其林一星级奖项MichelinGuide米其林指南•Theoldestandbest-knownEuropeanhotelandrestaurantguide,whichawardstheMichelinstars•Theguideawardsonetothreestarstoasmallnumberofrestaurantsofoutstandingquality•Onestarindicatesaverygoodcuisineinitscategory•currentchairpersonofalocalgoodrestaurantAssociation现任当地优秀餐厅协会主席•adoptsaChefPatronroleinthehotelrestaurant酒店餐厅的厨师赞助人•reputationforqualityandstandardsofcuisine以菜品的优质量和高标准而闻名•thehotelenjoysanexcellentnon-residenttrade为酒店餐厅带来大量的非住店客人•duetotheuseofthebestlocalingredientsandherstaff’sskills坚信成功秘诀来源于上好的当地食材及员工的娴熟技巧•hotelregularlyundertakesfunctionsforbusinessandprivateindividuals酒店定期地承接商务和私人性质的宴会活动•thenumbersbeingrestrictedonlybythespaceavailable接待人数受到可用场地空间的限制•reservationsaretakenfourweeksinadvanceforbusyevenings如宴会活动需安排在繁忙的晚间时段，应提前4周进行预订Feedbackfromtheclient客户反馈•Greatfood,veryslowservice食物非常美味，但服务速度太慢、效率低下•Bedroomsabitdull客房的陈设、布置有些沉闷•Conferenceroomtoosmallforthenumber会议室空间太过狭小•Conferenceroomtoolarge,waslikebeinginabarn会议室太大，给人感觉像置身在仓库中•Lackofnaturaldaylightmadetheroomsuncomfortable房间内自然光不足，使人感觉不适•Noairconditioning没有空调•Somestaffsurly有些员工态度粗鲁无礼•Notsufficientparking没有足够的停车位•NoevidenceofITservices没有提供互联网等服务3.StaffinPost在岗员工①3full-timeRoomAttendants3名全职的客房服务员•dutiesincludetheinhouselaundryfacility职责范围包括酒店内的洗衣设施②2full-timeReceptionstaff2名全职的接待员•dutiesincludetelephone职责范围包括接听电话③3full-timePorters3名全职的行李员•whodoubleashandymenandgardeners还同时担任勤杂工和园艺工④3full-timeKitchenstaff3名全职的厨房员工⑤4full-timeFoodservicestaff4名全职的餐饮服务人员⑥2full-timeBarstaff2名全职的吧台工作人员⑦2full-timeGeneralAssistants2名全职的总助理⑧6parttimestaff6名兼职人员•whosetotalhoursare120perweek每周总工作时间为120小时（每人每周20小时）•thehotelholdsregisterofparttimetemporaryandcasualstaffincludingstudentsthatarecalleduponwhenthebusinesswarrantsadditionalstaff酒店已进行登记，获准可雇佣兼职和临时工，包括当需征用额外人手时请来的学生•inthepastthehotelhasreliedupontheseadditionaltemporarystafftoundertaketheconferencework过去酒店一直依赖于这些额外的临时工来完成会议接待和服务的工作Moredetailedstaffingstructure&info组织架构HouseKeeping客房部•Jackasthesupervisor杰克担任主管职责•Isa,feelsalwaysputupon伊莎感到工作负担过重•veryreliableandobjectswhenshehastocovertheothertwo非常可靠，但她拒绝为其他两名年轻员工顶班或代其完成工作•hasbeenwiththeHillfamilysincetheyopenthehotel自希尔一家的酒店开张起就在此工作•hasagoodrelationshipwiththeregularguests与酒店常客建立了良好的关系•nowinthelatefifties年龄已近60岁•consideringlookingforalesstaxingsituation考虑寻找缴税额度相对低一些的情况•allstaffinthisareaobjectedtotheadditionalworkloadimposedwhentheinhouselaundrywasputintooperation酒店洗衣工作开始进行以后，客房部的所有员工都拒绝额外的工作量•previouslythelaundrywasallout-sourcedandworkedwellwithafourtimesweeklyupliftanddelivery以前洗衣工作是通过外包形式完成，一周四次的收发送洗，运作顺畅•themachinesbreakdownonaregularbasis洗衣机经常性地出现故障•eachtimeinvolvedaservicecallfromtheengineers每次出现故障都需要和工程师通服务电话•themachinesarenowcomingtotheendoftheireconomicallife洗衣设施的经济使用寿命已经到头了•Jackwillsoonbefacedwiththereplacementcosts杰克很快要面对更换设备的费成本用Reception/Fronthouse前台•haslittleproblems问题较少•AnnandJimworktheshifts两人轮班•bothhappywiththeirroles都对岗位满意•oneconcernisthatthecoverfortheduties,ontheirdaysoffispatchyandoftenmeansextraworkwhentheotherreturns