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Project Managment Phase 1

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19 views4 pages

Project Managment Phase 1

Uploaded by

adhamharbi95
Copyright
© © All Rights Reserved
We take content rights seriously. If you suspect this is your content, claim it here.
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Download as DOCX, PDF, TXT or read online on Scribd
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Project Management Plan for Berghis Hotel

___________________________________________
Course Title: [BIT 364] Student Name: [Adham Harbi Jamal Owaida] Student ID:
[2022903130]

1. Project Background and Problem Identification


Project Title:

Optimizing Operational Efficiency and Enhancing Guest Satisfaction at Berghis Hotel.

Background:

Berghis Hotel, a well-established three-star hotel located in Ajloun, has recently encountered
significant operational and service-related challenges:

1. Administrative inefficiencies have resulted in inconsistent service quality and slowed


internal processes.
2. Declining customer satisfaction has reduced repeat visitors, contributing to an overall
drop in revenue.
3. A lack of innovative management and improvement strategies has compounded
these issues, with no recent modernization efforts to address the evolving needs of
today’s guests.

Problem Statement:

To revitalize Berghis Hotel's performance and improve customer experience, addressing the
root causes of inefficiency and service shortcomings is critical. This will involve targeted,
innovative solutions to restore the hotel’s reputation and profitability.

2. Project Purpose and Objectives


Purpose:

To improve operational processes and service quality at Berghis Hotel, aiming to elevate
guest satisfaction and increase revenue through sustainable improvements.

Objectives:

1. Optimize administrative workflows to reduce inefficiencies.


2. Raise service quality to meet and exceed guest expectations.
3. Strengthen guest retention by enhancing management practices.
4. Increase overall revenue and elevate customer satisfaction levels.
3. Project Scope
Specifications:

1. Restructure administrative processes to improve efficiency.


2. Launch staff training initiatives focused on customer service excellence.
3. Implement digital platforms for booking, customer inquiries, and communication.
4. Set up quality control mechanisms for consistent service standards.

Functional Requirements:

1. Online Booking System: A streamlined system for reservations.


2. Enhanced Customer Communication: Establish a dedicated hotline and an online
feedback system.
3. Quality Control: Develop procedures to ensure high service consistency.

Work Breakdown Structure (WBS):

Phase 1: Problem Analysis

 Collect data on operational gaps and customer feedback.


 Identify primary areas needing improvement.

Phase 2: Solution Design

 Develop improvements in administration and service protocols.


 Design customer service and feedback systems.

Phase 3: Implementation

 Conduct staff training on new service procedures and digital systems.


 Roll out digital booking and communication platforms.

Phase 4: Testing and Evaluation

 Gather feedback from customers on new services.


 Refine processes based on feedback.
4. Action Plan and Timeline
Task Description Responsible Timeline Resources
Party Needed
Problem Conduct in- Project Manager Day 1–2 Research tools,
Analysis depth research staff
and identify key consultations
problem areas
Solution Develop Project Day 3–5 Reports,
Design structured Manager, Admin analysis
improvements Staff documents
Staff Training Train staff on HR Team Day 6–7 Training
updated materials,
systems and trainers
protocols
System Roll out IT Specialist Day 8–10 Software, IT
Launch reservation and support
feedback
platforms
Testing & Gather and Customer Day 11–13 Feedback forms,
Feedback analyze guest Service Team monitoring tools
feedback

5. Roles and Responsibilities


 Project Manager: Manages the project’s overall progress, ensuring timelines and
goals are met.
 Administrative Staff: Support operational enhancements and oversee daily
activities.
 IT Specialist: Oversees the setup and maintenance of digital systems, offers
technical support.
 Customer Service Team: Interacts with guests, gathers feedback, and monitors
satisfaction.
 HR Team: Coordinates and conducts staff training sessions on new service
standards.

6. Project Timeline
Task Day 1–2 Day 3–5 Day 6–7 Day 8–10 Day 11–13
Problem X
Analysis
Solution X
Design

Staff X
Training

System X
Implementat
ion
Testing & X
Feedback

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