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CARIBBEAN SECONDARY EDUCATION CERTIFICATE SCHOOL BASED ASSESSMENT

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CARIBBEAN SECONDARY EDUCATION CERTIFICATE
SCHOOL BASED ASSESSMENT (SBA)

? Year of Examination: 2018

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? Candidate name: Angelias Gilbert

? Candidate Number:

? Subject: Office Administration

? Form Class: 5B

? Title of Project: Hospitality & Reception and Meetings

? School: St. Joseph College

? SBA Score: Marks

?
TABLE OF CONTENTS

• Title…………………………………………………………………3

• Aims…………………………………………………………………4

• Functions of the department………………………………………………….5

• Correspondence…………………………………………………….6

• Methodology…………………………………………………………7

• Sample Questions…………………………………………………………………….8

• Interview Questions…………………………………………………………………9

• Schedule………………………………………………………….…10

• Regulations………………………………………………………….11

• Written Report………………………………………………………………………….12
? Findings………………………………………………………………………..12
? Limitations…………………………………………………………………….13
? Recommendations…………………………………………………………..13

• Impact of Office Equipment……………………………………………………….14

• Personnel Interview……………………………………………………………………15

• Bibliography……………………………………………………………………………..16

• Index………………………………………………………………………………………..17

TITLE OF PROJECT

? To find out the impact of how Hospitality & Reception will influence the success of a meeting at Massy Stores Trinidad & Tobago Ltd.
?
AIMS

? To have a better understanding of how hospitality & reception is used and how it affects the business.

? To explore how meetings, work and how these operations impact the organization.

FUNCTIONS OF THE DEPARTMENT
Meetings and Hospitality & Reception department will handle the following tasks.

Two (2) functions are:
1. To maintain an effective interpersonal relationship with employees and staff.

2. To promote, a goodwill and a positive image for the business.

CORRESPONDENCE
Angelias Gilbert
St. Joseph College
Maracas, St. Joseph

11th September,2017

Human Resource Manager,
Massy Stores Trincity Super Centre,
Churchill Roosevelt Highway, Macoya, Trinidad

Dear Sir/Madam,
Good Day, I am a form 5 student of the above-named school, where I am preparing to conduct an S.B.A. project in office administration(O.A.) on the topic “Hospitality & Reception and Meetings”.
Hope your business is doing well. I am writing this letter to your business requesting permission to conduct an interview as well as share out questionnaires to the manager and other members of the human resource department on the hospitality & reception and meetings in your business at the time convenient to you. This research is for me to complete my (School Based Assessment) so I can receive good grades in my (CSEC) examination.
It will be filling the objectives of my research which has the following two (2) aims: 1. To have a better understanding of how hospitality & reception is used and how it affects the departments. 2. To explore how meetings, work & how these operations impact the organization.
Any assistance that you can provide to help me in the completion of my project will be greatly appreciated. You all can contact me at [email protected] to confirm the date & time of the interview.
Thanking you in advance for your patience & understanding in this matter.

Yours Respectfully,
Angelias Gilbert
.

METHODOLOGY

In order for my project to be completed I would have to interview employees, distribute questionnaires, be observant and use the internet and textbooks.

Primary Sources used:

Questionnaires – There was a maximum of 25 questionnaires that were given out to random persons in the Human Resource Department on the 15th September, 2017, which was completed & return within the next 24 hours.

Interviews – An short interview was set up, among the receptionist and myself, a few questions were asked, and was recorded by me. The interview was done on the 15th September, 2017.

Secondary Sourced used:

Internet – The internet was used, to do some further research on the topic and to find short definitions and pictures for this project.

Textbook – This was used to help guide me and help me find definitions to complete and understand the project more effectively and efficiently.

?
SAMPLE QUESTIONS
These are five (5) sample questions that were taken from the questionnaire. The questionnaire will be located in the Index part of the project:
1. How would you describe the type of meeting in the business?
Formal meetings Informal Meetings General meeting

2. What are your systems used to file important appointments & meetings in the business?
Reminder systems Tickler systems Diaries

3. By how much did the business grow, since you all had a more effective Human Resource system?
3 years 2 years Last Year Present year

4. What challenges do you face in the hospitality industry?
Hiring the Best Staff
Growth in the Sector = More Competition
Finding & Keeping Valued Customers

5. How do you deal with confidential information in the business?
Use Employment Contracts with Confidentiality Clauses
Develop Confidentiality Training & Policies
Create a Response Plan & Employee Exit Procedure

QUESTIONS ASKED IN THE INTERVIEW

Four (4) questions asked in the interview with business personnel:
1. What are the procedures of preparing a meeting in the business?
2. What are some of the responsibilities as a Receptionist?
3. Why is it necessary to have a meeting in the business?
4. What are some of the record management systems used by you the Receptionist?
?
SCHEDULE OF ACTIVITIES

DATE ACTIVITIES COMMENTS
5th September,2017 Wrote down the guidelines for our Office Administration S.B.A. The teacher furthered discuss the guidelines.
6th September,2017 Wrote down more guidelines on our S.B.A.
With given examples. The teacher when in further detail on what the S.B.A. should consist of.
11th September,2017 A topic was chosen
Wrote our correspondence letter to the company. The class voted on the topic.
13th September,2017 Did our aims for our S.B.A. The teacher discussed & corrected our aims.
18th September,2017 We did our questions for the questionnaire. The teacher guided us through the process.
25th October, 2017 Corrections to correspondence letter was made. To do over.
23rd October, 2017 Criteria 2 was picked up by teacher to go over. To check over.
2nd November, 2017 The teacher explained the sba and changes in further details and answered questions that we had. Got more educated about the changes and outlines of the sba.
13th November, 2017 Got back our sba to make and fix our errors & mistakes. Made our corrections.
22nd November, 2017 Got notes and guidelines for Criteria 3. It was also explained and the teacher showed us examples.
7th December, 2017 Criteria 3 was due. Which was done.

REGULATIONS

All businesses have rules & regulations governing the performance of the business, workers, clients, the activities and the consumers. Here are some of the rules & regulations governing the business:
• Legislation:
Employment Protection Act

• Awareness of the legislation given:
The candidate became aware of this legislation because it was located in an employee handbook.

• Health & Safety:
No Smoking is permitted, while at the workplace.

• Staff Rules:
Employees may not use Company materials, equipment, stationary or services for personal use.

?
WRITTEN REPORT

? The business that I did my research on, was Massy Stores Ltd Super Centre, located at Trincity, Trinidad & Tobago. They produce and sell goods for customers’ needs and wants. The reason why I chose this business is because it had a lot of expansion done on it, during the years and I found it intriguing, also it had all the objectives and aims that I wanted to achieve for my (S.B.A.) research. The business had improved throughout the years; it is one of the top organizations in our country today.
? The investigation that was carried out showed that Reception ; Hospitality and Meetings play a huge role on how the business functions and grows. This allows the business to be more effective and efficient, it also plays in big role on the marketing and promotions of the business on the market.

Findings

Q1: By how much did the business grow, since you all had a more effective Hospitality ; Reception system?
?
Limitations
While carrying out this research, the major problem faced, was the timing of the interview, the staff was really busy that day, and didn’t really have much time, to do the interview. It was still completed but at a later time that day. Due to the circumstances, it was really difficult to get the data collected because the business was busy most of the time.

Recommendations
My recommendation to overcome the problem, would be to set a time that would be convenient to the staff, when he/she wouldn’t be very busy. This would allow the staff to schedule and prepare for the interview to be done, to complete my SBA.

?
IMPACT OF OFFICE EQUIPMENT
Date Equipment Used Purpose of Equipment Suitability for Tasks
September 20th, 2017 Computer Used to perform calculations, store information, retrieve data and process information. It allow documents to made efficiently, faster which reduces time spent if doing it manually.
September 20th, 2017 Printer( All in one ) Used to scan, copy and print documents to standardize sheets of paper. It saves more time, money and equipment space for the business.
September 23th, 2017 Fax Machine Used to send documents electronically over a telephone network. It reduces the time and problems to send documents and of postal services.
September 23th, 2017 Telephone Used to receive and make calls. It helps contact other workers easily instead of walking, which save plenty time.
September 25th, 2017 Shredder Used to destroy unwanted documents by shredding paper into narrow strips. It helps to protect identity theft and destroy unwanted documents for more storage space.

?
PERSONNEL INTERVIEW

Names Date Place Job Title
Akeem Ali
15th September, 2017 Massy Stores Trinidad ; Tobago Ltd. Human Resource Manager
Lisa Clarke 15th September, 2017 Massy Stores Trinidad ; Tobago Ltd. Receptionist
Joshua Singh 15th September, 2017 Massy Stores Trinidad ; Tobago Ltd. Filing Clerk

?
BIBLIOGRAPY

The following book that was used to do my research:
Thornes Nelson, published (2012), Office Administration for CSEC, Delta Place, 27 Bath Road, CHELTENHAM, GL53 7TH, United Kingdome(U.K.), Published by Nelson Thornes Ltd.

The following websites were used to do my research:
Techwalla, what is the purpose of a computer, https://www.techwalla.com/articles/what-is-the-purpose-of-the-computer , by Brenda Sanders.
Tutor2U, (2015), External environment: business ; legislations (GCSE), https://www.tutor2u.net/business/reference/external-environment-business-legislation, by Jim Riley.

INDEX
1. How would you describe the type of meeting in the business?
Formal meetings Informal Meetings General meeting

2. What are your systems used to file important appointments ; meetings in the business?
Reminder systems Tickler systems Diaries

3. By how much did the business grow, since you all had a more effective Human Resource system?
3 years 2 years Last year Present year

4. What challenges do you face in the hospitality industry?
Hiring the Best Staff
Growth in the Sector = More Competition
Finding ; Keeping Valued Customers

5. How do you deal with confidential information in the business?
Use Employment Contracts with Confidentiality Clauses
Develop Confidentiality Training ; Policies
Create a Response Plan ; Employee Exit Procedure

6. What are the software/programs used when it comes to office documentation in the business?
.
.
7. How do you deal with confidential information in the business?
.
.

8. Do you think that hospitality ; reception is portrayed in the business?
Explain why?
Yes No
.
.

9. Are their rules that must be followed during a meeting? If so, what are they?

Yes No
.
.

10. Do you all follow a specific plan, agenda or programs in meetings?

Yes No Maybe

x

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I'm Amelia

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