Project Task $4$

Case Study

About City Centre Hotel

City Centre Hotel lies in the heart of vibrant Chinatown, with a rich culture and long$-$standing history. Just within the vicinity, attractions, wide spectrum of dining options, entertainment and shopping are easily accessible on foot or by public transport.

The exquisite, $445-$room hotel caters to leisure and business travellers, offering them the warmth and comfort in a relaxed and cosy environment. City Centre Hotel is committed to creating a memorable experience for guests with the recent introduction of a series of initiatives and exceptional customer service

City Centre Hotel is thrilled to announce the launch of its Royalty Rewards Programme, designed to benefit both guests and bookers. This program aims to offer exclusive perks and privileges, enhancing the experience for those who stay at the hotel as well as those who book accommodations on behalf of others.

Key Features of the Royal Rewards Programme:

For Guests:

$1.$ Exclusive Discounts:

o Enjoy special room rates and dining discounts.

o Receive discounts on spa services and other hotel amenities.

$2.$ Priority Check$-$In and Check$-$Out:

o Skip the lines with priority service at check$-$in and check$-$out counters.

$3.$ Complimentary Upgrades:

o Get free room upgrades based on availability.

$4.$ Access to VIP Lounges:

o Relax in exclusive lounges with complimentary refreshments and snacks.

$5.$ Swimming Pool Privileges:

o Access to reserved poolside areas.

o Complimentary poolside snacks and drinks.

$6.$ Earn and Redeem Points:

o Earn points for every stay and redeem them for free nights, dining, and other services.

$7.$ Special Events and Activities:

o Invitations to exclusive events and activities organized by the hotel.

For Bookers:

$1.$ Booking Bonuses:

o Earn points for every booking made, which can be redeemed for free stays, dining, and other rewards.

$2.$ Exclusive Discounts:

o Access special rates for group bookings and corporate events.

$3.$ Priority Support:

o Dedicated support line for managing bookings and inquiries.

$4.$ Recognition and Rewards:

o Receive recognition and rewards for frequent bookings, including complimentary stays and upgrades.

$5.$ Invitations to Special Events:

o Exclusive invitations to hotel$-$hosted events and activities.

$6.$ Training and Development:

o Access to workshops and seminars to enhance booking and hospitality skills.

Benefits for All:

$$ Loyalty Tiers: Progress through different tiers of the Royal Rewards Programme to unlock additional benefits and privileges.

$$ Customized Experiences: Tailored experiences and personalized services based on preferences and stay history.

$$ Flexible Redemption Options: Easily redeem points for a variety of rewards, ensuring flexibility and convenience.

By joining the Royalty Rewards Programme, both guests and bookers can enjoy a range of benefits that enhance their experience with City Centre Hotel. The hotel looks forward to welcoming members to enjoy the exceptional perks of this loyalty program

Questions

Enabling Agile Leadership

A$)$ Key Value Areas of the Business

$1.$ What are the existing measures and metrics that define the current value $($CV$)$ of the business?

$2.$ Define the T$2$M and A$2$I using existing measures and metrics

$3.$ What is the future value state of the organization $($UV$)?$

Unrealised Value $($UV$)-$

Current Value $($CV$)-$

Time to Market $($T$2$M$)-$

Ability to Innovate $($A$2$I$)-$

B$)$ Based on the implementation backlog and previous tasks, define the following states of your scrum implementation and agile transformation

$1.$ Strategic Goal $-$

$2.$ Tactical Goal $-$

$3.$ Current State $$

$4.$ Starting State $$

C$)$ Consider the Current State and Tactical Goal in the previous task.

Based on evidence$-$based management, discuss and describe one measurable action that can be taken to progress towards the tactical goal $($hypothesis$)$

Describe actions you will take to test and measure the outcome of this action over a set period of time $($experiment$)$

Describe what metrics or measurements you will use to measure progress and outcomes $($inspection$)$

Based on the outcome, what is usually done in the adaptation stage?

Hypothesis $$ Experiment$-$ Inspection $$ Adaption