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TS 208 Operational Issues for Hospitality SEMESTER 1 2008 ASSIGNMENT 2 Tree Tops Resort & Spa WILLIAM (BILLY) JOHNS S11032027 MARIA ROUNDS S01001492 MARETA DIVOLIVOLI S11027910 VINCENT YIP S11030356 LUSIANI ROBANAKADAVU S01001080 Table of Contents 1.0 Environmental Management System Overview and responsibilities1 1.1 Environmental Management System (EMS) Policy.......................2 1.2 Targets to measure progress...............................................3 1.2.0 Targets to measure progress..................................................3 1.2.1 Identifying environmental impacts............................................3 1.2.2 Energy use........................................................................3 1.2.2 Water consumption................................................................4 1.2.3 Kitchen waste....................................................................4 1.2.4 Packaging waste.................................................................4 1.2.5 Blackwater (human waste)....................................................4 1.2.6 Greywater............................................................................4 1.2.7 Motor Boats.........................................................................4 1.3 Agreed specific actions and.....................................................5 1.4 Analysis of results against targets actions.................................5 2.0 Breakfast Menu.....................................................................6 2.1 Table D'hôte Menu 1.............................................................7 2.2 Table D'hôte Menu 2........................................................8 2.3 Recommended Wines...................................................9-10 3.0 Tree Top Resort & Spa Operations and Procedures..................11 3.1 Front office -................................................................11 3.1.1 General Systems View........................................................11 3.1.2 Hierarchy.....................................................................12 3.1.3 Interaction....................................................................12 3.1.4 Simultaneous Multiple Containment (SMC)............................12 3.1.5 Cohesion and Dispersion.................................................12 3.2.0 Tree Top Resort & Spa Operating Scripts for Front Office Personnel 13 3.2.1 Hierarchy and Rostering of Front Office Staff........................13 3.2.2 General Duties..............................................................13 3.2.2.1 Morning shift staff- on opening the office at 5:45am..............13 3.2.3 Afternoon and Night staff- clock in at 3:45pm........................13 3.2.4 Specific Tasks.............................................................13-14 3.2.5 Answering Telephone ....................................................14 3.2.6 Night Audit.....................................................................14 3.2.7 Hand Over Report.............................................................14 3.2.8 Criteria for handling complaints..........................................14 4.0 Tree Top Resort & Spa Operating Scripts for...

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