You are a recently appointed Assistant Director of Operations at The British Museum in London. Your remit includes the guest experience across all aspects of the business from the moment visitors arrive at the doors of the museum until they leave including facilities, exhibits, retail and food & beverage which operate with the consultancy of a well-known restaurant operator.
Your task
As you will be receiving hospitality management students this summer as interns, you are asked to write a report identifying and justifying
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The importance of operations performance objectives to the business
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The different process and layout types that are used inside and in support of the business
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The tools you might use to measure quality in the operation
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3 SMART recommendations towards improving the guest experience at the museum
References
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Academic journal articles – minimum 4
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Trade journals, the national and glossy press
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Textbooks other than the current course required text
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No primary research other than a visit needs to be undertaken
Structure
Your assessment should include
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Executive summary
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Introduction – brief introduction to the business
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Operations performance objectives
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Process & layout types
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Quality management
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Conclusion & recommendations
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