Operations objectives at the Penang Mutiara - Case Study Example

Operations objectives at the Penang Mutiara The hotel management will ensure best management practices to achieve a competitive advantage. The management should ensure that workers holding various positions in the hotel understand the needs of the customers. They should understand the importance of hospitality when dealing with customers (Slack et al. 39). Managers of the hotel have a responsible for ensuring best performance in terms of operations. This is vital because the hotel runs in an efficient manner. Retaining customers in the hotels requires best performance operations initiated by the management. Operations performance ensures customer satisfaction hence it is easy to retain them. Operations performance in the hotel industry means ensuring proper service delivery to customers. The management has a task of ensuring the staff deals with the customer in a desired way, for example, the staff must have the ability to portray courtesy to the customers (Slack et al. 40). Since the customers may have various questions concerning services or other matters, the staff should possess relevant skills for answering questions from the customer. They should have sufficient hospitality and hotel management tips to enable them respond suitably to customer’s needs. The hotel management has a responsibility of ensuring best condition of hotel facilities. This means that buildings, furniture and all equipment that support service delivery to customers are in superb condition. Performing best choice of hardware for the hotel is vital because it creates a good impression of the hotel. Managers should choose best designs for the hotel to enhance durability. This is important because the hotel looks fabulous for a long period. Customer satisfaction commences with the right impression followed by the services (Slack et al. 40). The management is responsible for its functions to ensure competitiveness in the hotel industry. Managers perform planning, coordination and controlling of various issues in business. Planning is fundamental for hotel performance because the management can portray long term and short term goals, and strategies for achieving them. The management organizes and coordinates the staff and employees of the hotel to ensure accomplishment of objectives and tasks. Organization of staff is vital when dealing with guests because the services delivered are better than without best procedures for adherence. The manager will achieve a better market share than its competitors by following these procedures (Slack et al. 40). a) The management will implement changes in strategy by performing various management functions such as planning, controlling and organization. Changes in strategy require proper monitoring because the employees may not be familiar with them. They, therefore, require proper monitoring and organization for best performance (Slack et al. 6). Flexibility of staff would lead to proper implementation of the strategy. The management ensures flexible employees by subjecting them to training. The staff becomes flexible if it can handle different task within the hotel. This means that any staff member can participate in any task if the need arises. Such situations may result from service demand from customers who may turn up in large numbers. Implementation will require plans ensure that each activity follows the schedule (Slack et al. 7). c) The hotel strategies will depend on the ability of management to come up with best operation methods. The management will ensure that the operation facilities are in satisfactory condition by performing maintenance and replacement of equipments. Old furniture in the hotels rooms will discourage customers from the hotel hence replacement is vital. The management has a responsibility of planning and execution of plans to enhance achievement of goals. The management is to carry out market research in order to understand the market situations such as competition. They will identify the competitor’s strengths and weaknesses and determine the possible methods of acquiring the best share of the market. The management is to identify target customers and determine their needs. It will then plan on how to implement the set objectives (Slack et al. 21). 2) Quality is a fundamental aspect in the hotel industry that benefits both customers and staff and the entire management (Slack et al. 21). High quality service to customers leads to organizational success because the hotel can attain the best competitive advantage. Offering quality service retains existing and attracts new customers in the business. This means that the hotel acquires considerable market share hence competing effectively with other hotels. Quality service to customers leads to profitability (Slack et al. 56). This is because the improved market share results to increased sales. Employees and staff maintaining quality services are likely to get rewards from the top management because of their hard work. This is possible via an increase of remuneration and awarding of other incentives. Quality services in hotels enable managers and staff to utilize their skills to enhance profitability (Slack et al. 21). Speed Speed ensures that customers and guests receive a faster response from employees when they request for certain services. A desirable speed, when responding to customers, is vital for customer loyalty. Customers cannot leave the hotel to other places because they get satisfied. This provides a basis for competing with other hotels by increasing the market share. Speed shapes the staff for other future tasks that the business may face. Serving customers at best speeds are crucial in attracting new customers because the hotel will have an excellent reputation spread by the existing customers (Slack et al. 21). Dependability Dependability means the ability of the hotel to conform to its schedules in terms of service delivery. The management ensures dependability by conforming to promises, for example, the customers accounts have to be accessible when the consumer wishes to leave. The management is responsible for availing all foods that the hotel deals with, in time. This is essential for retaining customers hence the business becomes profitable. The staff and the entire business are likely to benefit from positive results of their tasks by being dependable (Slack et al. 21). Flexibility This attribute enables the staff or employees of the hotel to respond to different tasks in the business. This may extend to the extent of hiring a part time staff to achieve the needs of consumers. The hiring of part time staff promotes interactions hence the employees can learn from each other. The hotel will benefit by offering services to several customers. It will have the opportunity of retaining customers and improving its market segment. Costs The management ensures full utilization of facilities such as guest rooms to achieve low costs in the hotel industry. This improves profitability in a positive manner because the business does not have to reduce prices of goods plus services. The process offers the business a desired advantage in terms of competitiveness. The employees of the business will benefit from low costs because they are likely to receive remuneration additions (Slack et al. 56). Works cited Slack, Nigel, Stuart Chambers, and Robert Johnston. Operations Management. Harlow [etc.: FT Prentice Hall, 2007. Print. Read More