Newlife Island Resort - Case Study Example

Newlife Island Resort Name: Course: Tutor: Date: Executive Summary Newlife Island Resort is going to be a privately owned enterprise in the United States. The hotel will deal with accommodation facilities, conference services along with restaurant services. Besides, being managed by a CEO and hotel manager, the Newlife Island Resort will have four permanent employees. The resort will be made of 10 single rooms and 20 double rooms fitted with air conditioning. Additionally, each room will contain a mini-bar, TV, telephone and a shower. More so, bar, buffet breakfast services will be available to customers. Other services will include a furnished apartment for guests wishing to stay a little longer within the premises. The main objective of this paper is to prepare a service delivery model for this resort as a way of determining its feasibility of hosting the tourists. The feasibility will be prepared from operations point of view. The paper will analyze the integration of events, lodging, food and beverage, events and recreation as well as facility management operations. Alongside this, the effect of tourists on the various segments of hospitality business such as lodging facilities, events and recreation and food and beverage will be analyzed. Operations Management Since the Customer will be the king, the operation management pays special attention to the way the resort, in the various business segments will respond to customers’ needs and demands on time. With the aim of sustaining customer loyalty and satisfied, each segment will give priority to the way it responds to the needs of customers. Some of the factors include; courtesy, friendliness, fast attendance to customers. Again, the resort will have a wireless internet connection installed within the premises to boost its operations. This internet connectivity for instance, will offer an added advantage the resort to maintain customer comfort. It will also be felt that balancing customer flows during peak and low seasons will be given a lot of emphasis to avoid congestion that could compromise the capability of the personnel. The resort will be located in a strategic location. Because of this, will be receiving a large number of business organizations, government agencies and tourists, and as a result, the customer turnout is likely to be high. The resort will also offer its services at a relatively lower price that would aid in attracting customers and maintaining them. This will help in giving the hotel a competitive advantage. The resort will also be employing some business strategies to achieve its goals. In order to carry out its operation missions, the business will have several goals. These will include raising repeat guest numbers by a percentage higher than 7 percent, annual 2 percent increase in the average level of occupancy of the hotel and reduction of the time taken to check-in and to check out. Other non-core goals will include periodic review of the catering services and performing repair, maintenance, and replacements where possible. The mission statement of resort will be to offer authentic catering services, accommodation and conferencing services to the customers. The resort will mainly focus on private businesses, travel vacations, and those travels relating to group meetings at an affordable rate. An emphasis will be put on high standards in the qualities of rooms, food, and drinks and beverages. The resort will give positive returns to its owners and investors and to facilitate this, the resort staffs will be highly trained. In addition, they will have experience in the field of catering besides having work motivation and gusto (Westwood & Institute Of Directors, 2002). The resort’s size will be another vital strength thought to support its existence. The size of the resort is going to be so big that it can accommodate 1000 people at ago. Its accommodation rooms will be divided into single rooms and double rooms. Single rooms will be meant for single customers while double rooms will be meant for spouses and families. Being relatively large, with enough workforces, customers’ needs would be served adequately without having to fatigue the workers like in the resorts with few workers. This will create a home-like feeling among the existing and the new customers. Most of the services will not be outsourced, which will be strength since customers enjoy being served by the same staff each time they visit the premises. For instance, if housekeeping staff is under the same management it makes it easier to communicate with the relevant personnel who boost trust and confidence from the hoteliers. Information from the customers also shows that the staff is warm, kind and motivated as compared to other hotels (McDonald, 2011). The environment within and without the resort will be kept very neat. Starting with garbage disposal, the resort will be in full compliance with the environmental regulations. It will dispose its garbage properly making its environment look neat and relaxing. Inside the resort, cleanliness in all the units, for instance catering units, accommodation units and conferencing units will be highly upheld. The catering segments will embrace a great deal of hygiene, always serving the clients with the most hygienic ways possible. It will have modern facilities in the conferencing units. These will include comfortable seats, air conditioners, and sufficient ventilation, presentation equipment like projectors and screens and tidy conference rooms. There will be washrooms attached to each conferencing unit, and this will ensure that the clients do not have to waste a lot of time getting out of the conference rooms and taking several minutes to look for the washrooms. The interior of the resort will have incorporated modernized furniture with various cultural setting as a way of maintaining the different cultures and origins. In addition, the resort will embrace high levels of technology in every sector to ensure efficiency and cut down the amount of labor on each worker. The services will be organized into several departments, which will be, controlled in one point. In doing so, there will be a smooth slow of resources per sector. This will make the delivery services effective. The management of the company will be done in accordance with objectives form that would ensure the company runs mainly according to the formulated objectives (Furterer, 2009). The rooms in the hotel will be very spacious enough to incorporate the number of guests allocated to it. The rooms will be cleaned two times each day to enhance hygiene and they will be incorporated with a free Wi-Fi (Westwood & Institute Of Directors, 2002). With the analysis of the way the different business segments are integrated, it is clear that the resort is in the best position of hosting tourists. The fact that employees are recruited from diverse racial and cultural settings means that the resort is in the best position of handling clients from a transnational organization. Considering the booking status, the resort will be in the position of hosting a maximum of 800 at ago. Also from the above analysis, it is clear that the resort will meets the needs of the different guests and tourists from across the world. The fact that the resort also has diverse employees means that it will be in a good position to handle the foreign clients. Plan for the resort The restaurant objectives The first objective will be to keep food costs at a percentage which will be less than 35 per cent of the revenue. This will attract more customers because people prefer to go for restaurants with quality services at affordable prices. This will help in giving the restaurant a competitive advantage and will discourage customers from visiting other restaurants (Lee, 2011). The second objective will be to achieve a growth of three per cent each year. This is will be a competitive goal and will help in keeping the management of the resort focused and active in the efforts to ensure this. The other objective is to pay the employees competitive salaries. This will help in attracting experienced workers that will ensure quality in the product of the resort. In addition, competitive salaries ensure that the resort will be under the control of effective managers who will formulate operational strategies that will facilitate the expansion and growth of the restaurant (Lee, 2011). The third objective will be expansion of advertising and marketing efforts worldwide to promote the resort and give tourists who are willing to visit the country of operation information on the services and products offered in the restaurant. It is clear that no business will attract international customers without investing in advertisement and marketing services. Marketing will be through promotional services such as offering discounts during national holidays and giving the discounts when a customer exceeds a certain level of purchase (Lee, 2011). This will keep the customers attracted to the restaurant. The services offered will be to be at a price slightly lower than those offered by competitors are. As a result, the business will be receiving more customers. This will sustain its operations and will aid in keeping the levels of profits constant. The frequent customers in the hotel will also be receiving discounts on the services offered as a way of keeping them. In addition, the resort will also offer credit services to the credit worthy customers established through analysis of past credit transactions (Doole & Lowe, 2008). Location The resort will be located in a tourist island. This is advantageous because it is easily accessible by the tourists. In addition, there is adequate supply of resources within the city. This is mainly in terms of imported products that are easily accessible within the city. The restaurant wishes to concentrate on international food to satisfy the needs of international customers. This location is also subject to various disadvantages. The first one will be high costs of rent which is common within capital cities. The other advantage is high competition levels because majority of restaurants and hotels are situated within the city. But this will be overcome through the pricing strategy and offering quality services that will leave the customers yearning for more (Lee, 2011). The set-up of the resort will be in such a position that it attracts customers from various government agencies and business organizations as well as tourist nations. The facility will be easily accessed through road and sea transport. The adventure and privilege of travelling on water will further add spices and flavors the resort. In terms of distance, the resort will not be isolated or cut away from social services like hospitals, banking institutions and transport services. This centrality will further raise the operational levels of the resort by giving its customers an almost all-under-one-roof scenario (Doole & Lowe, 2008). The resort wishes to build its premises within the city. This is to eliminate rental and leasing costs that can take up a certain percentage of the profits. The estimated cost of acquiring and building the resort premises is about $300,000 and will be obtained through a loan from bank. This cost will meet the purchase of land and resources necessary in building the restaurant. Service delivery process Service strategy: This will involve identifying the gaps in the market in terms of customer needs. Such needs will be understood to ensure that the products within the resort effectively address them (Alonzo, 2007). With regard to the resort, the main opportunities of the hotel are that it would be able to attract the consumers who cannot afford the present expensive catering services, accommodation and conferencing services offered by the already established resorts. The hotel will also be employing the most experienced personnel from reputable learning institutions and universities who have all the skills and knowledge in the hospitality industry. Because of the factor of being near a tourist site, and hence having tourists as part of its clients, the hotel will embrace racial diversity in its workforce. This will work wonders since the staff has the ability of getting along with different cultures and races. Service concept: This is the process that links service strategy and the delivery of the service to the customers. This stage gives a clear description of customer needs, market gaps and how the customers perceive various values incorporated in the resort services and products. It answers the questions of what and how. ‘What’ focuses mainly on needs of the intended customers and ‘how’ helps in establishing the competition priorities of the restaurant (Alonzo, 2007). With regard to the resort, the products that will be offered in the resort will be mainly intended to meet the needs of the target market, which are business organizations, tourists and the local surrounding people. The resort will aim at fostering and maintaining the quality of the services offered as a way of keeping its customers satisfied. In addition, the resort will welcomes opinion from customers on the services they would like to improve and those that they want maintained as a way of improving the level of customer satisfaction (Doole & Lowe, 2008). Service blue prints: This is where various process that a product and a service in the resort must undergo to ensure that the final product or service addresses the needs of the customers effectively. It identifies the various areas to pay attention to and the areas that need additional intervention. This stage thus, helps in making the services attractive to the customers (Alonzo, 2007). In the resort, the Support processes: these are the various processes that lead to effective delivery of services and processes to the customers. They include the right technology and the various ways that customers interrelate with the techniques of production, human resources in terms of the number of employees needed for the service to be effectively delivered, inventory, the types of equipment, facilities and marketing of the services and the products (Alonzo, 2007). The layout of the resort The resort will have four major segments. The first segment will be reception where people will book for rooms and tables. The second segment will be the dining segment where people will be taking meals. The third segment will be for entertainment and it will have dance floors where tourists can dance to their favorite tunes while taking drinks and interact with each other. The final segment will be the production area where food are prepared for the customers (Lee, 2011). Plant and equipment for the resort The land where the resort will be built will be bought from the cash that has already been set aside for building the resort. The building for the restaurant will be built from the cash at hand and additional loan. The building incorporates ultra-modern styles of building a restaurant to make it attractive and give it the image of a resort. The resort will lease the transportation equipment that will be transporting the inputs from the market to the restaurant. Manufacturing and office equipment will be bought from stores. This equipment will be repaired and replaced at a quarterly basis to eliminate chances of breakdowns (Lee, 2011). The inventory of the resort will be supplied on a daily basis and the hotel will enter into a contract with hospitality industry suppliers (Miller, 2006). The safety stock levels will be of $45000 stock below $38000 will be considered minimum and could lead to shortages, chances of waste will arise from stock worth $50000. The main method of storage will mainly be refrigeration. Within the first year of operation, the restaurant will estimate seasonal variations of demand through some operation matrices and will use the established matrices to vary the production levels The regulatory measures The main regulatory measures in resort mainly involve food safety. However, the resort will work with the health department of states to ensure that it complies with those regulations through assessing hazards and risks and identifying control points. Then what will follow will be setting up procedures that ensure safety of food within the restaurant. Some measures will also be taken to avoid food contamination. The resort will take affirmative measures to ensure that it complies with all the regulatory rules (Arduser & Brown, 2005). The hotel will have fifty employees. Thirty will be cooks and each segment will have a manager and three people in charge. There will be a receptionist and three security officers. The restaurant mainly wishes to employ experienced workers who will be enticed by the competitive salaries offered by the resort. The resort will recruit the employees with the aid of human resource consultancy firms that will take over the process of selection (Miller, 2006). Remuneration will be based on the competitive salaries provided in the US labor website. The restaurant will comply with legal measures on employees to prevent discrimination in terms of race, pay, sex, and ethnicity. This resort idea is feasible because the requirements are affordable and the business can easily be run after putting in place promotional and marketing activities. The services will also be provided at reasonable costs because the expenditures are likely to take up to 67 percent of the total sales in terms of meeting its obligations meaning that 33 percent of the sales will be profits. References ALONZO, R. S. (2007). The Upstart Guide to Owning and Managing a Restaurant. New York, Kaplan Pub. ARDUSER, L., & BROWN, D. R. (2005). HACCP & Sanitation in Restaurants and Food Service Operations: A Practical Guide Based on the FDA Food Code, with Companion CD-ROM. Ocala, Fla, Atlantic Pub. Group Carroll, A. B., & Buchholtz, A. K. (2010). Business & society: Ethics and stakeholder management. Mason, OH: CL-South-Western Cengage Learning. Doole, I., & Lowe, R. (2008). International marketing strategy: Analysis, development and implementation. London: Cengage Learning. Furterer, S. (2009). 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