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Operations objectives at Penang Mutiara by MohammadAmin
433
Transcript
Operations objectives at the Penang Mutiara
by: MohammadHashem Karimi
Introduction
Introduction
- one of the most luxurious hotels in Malaysia, a 440 room hotel
- the name Mutiara
- landscape tropical greenery
- managed by Singapore Mandarin International Hotels
competitive advantage
COMPETITIVE ADVANTAGE
- impeccable customer service, not price
- around half guests are people who have been before.
- more guests is what really keeps cost per guest down
- and profitability reasonable
Managing operations
managing operations
- an immensely complicated task
- customers have every right to be demanding
- first class service
- " if we have any problems with managing this operation, the customer sees them immediately"
Performance Objectives
quality
"OUR QUALITY OF SERVICE JUST HAS TO BE IMPECCABLE"
- courteous, friendly staff having enough knowledge
- stylish design and top-class materials
- most of all, anticipating guests' needs
- avoid repeating information
- helping guests sort out their own problems
speed
" A GUEST JUST SHOULD NOT BE KEPT WAITING"
- fast response to customers' requests
- not always easy, but we do our best
- for example, grossly overloaded requests for meal
dependability
"WE MUST ALWAYS KEEP OUR PROMISES"
- a fundamental principle of a well-managed hotel
- rooms must be ready on time and accounts must be ready
- the guests expect a dependable service
- on the grand occasions, dependability is particularly important
- any deviation from plan ...
- planning the details & anticipating what could go wrong
flexibility
"WE NEVER LIKE TO SAY NO!"
- they should be able to meet a guest's requests
- if can't get any, we will negotiate an alternative solution
- an important side effect: maintain the motivation of staff
- ability to cope with the seasonal fluctuations in demand
- temporary part-time staff, extra shift
cost
"IT IS IMPECCABLE CUSTOMER SERVICE WHICH GIVES US COMPETITIVE ADVANTAGE, NOT PRICE"
- food, beverages, energy
- very careful never compromise the quality in order to cut costs
- so what about profitability?
- quality of services keeps volumes high and costs low
Internal Benefits
dependability
quality
Question 2
- decreases cost
- increases dependability
- supports speed
- future bookings and demands
- saves time
cost
- affected by all other objectives
- profitability
The case describes how quality, speed, dependability, flexibility and cost impact on the hotel's external customers. explain how each of these performance objectives might have internal benefits.
speed
flexibility
- process information quickly
- reduces inventory
- reduces costs
- attracts more customer
- makes customers loyal
Question
1
Qustion 1
Describe how do you think the hotel's management will:
a) make sure that the way he manages the hotel is appropriate to the way it competes for business?
- don't miss competitive advantage
- expand their business in other areas
- offer differentiation
Describe how do you think the hotel's management will:
b) Implement any change in strategy?
- keep in mind the quality
- implementing new ideas such as automatic service
- keeping high standards for hiring
- register membership for loyal customers
- diversify services
Describe how do you think the hotel's management will:
c) Develop its operation so that it drives the long-term strategy of the hotel.
- hiring highly skilled and up to date people
- gather information about customers
- apply newest and finest materials
End
Thank you.
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