The Business Management Of Skylark Hotel Tourism Essay

The Business Management Of sport Hotel Tourism EssayThe brainstorming procedure took about a week. After c atomic number 18ful thought and consideration, we decided to venture into the hotel headache. There argon many reasons for this. Firstly, we felt that the expect for hotels in capital of Singapore entrust be very high as Singapore is a prospering tourism industry. Furthermore, many events in Singapore much(prenominal) as the Formula 1 Grand Prix and the future Youth Olympic Games en trustworthy that there leave be countless tourists flocking to the little red dot. Also, we discover that not many people venture into the hotel employment despite its high demand. Thus we decided on using the hotel as our main business.We behave to a fault cr squandered a website, Facebook and Twitter accounts to further enhance our business. This serves as a platform for our customers to know more about our business and excessively serves as a communion platform between our business and valued customers. By doing this, we so-and-so receive feedback from our valued customers and throw a positive relationship with them.Our ProfileBusiness Name Skylark hotelBusiness Location Stadium Boulevard, 52 Stadium Road (397724)hotel location macro.PNGBusiness Objectives Skylarks objective is to treat in all knobs as p lodge inigious members of the hotel, by employing dedicated staff to cater to the guests needs and wants during their hitch. The safe(p)ty and satisfaction of our guests is our primary responsibility.Mission Statement To leave behind au and sotic hospitality by offering exclusive service and facilities for your comfort.Vision StatementTo pop the question dandy experiences to each valued guest that walks through Skylarks doors by building a trustworthy and long persistent relationship with our prestigious guests through a process of continuous reformment in our service.Values distressfulnessTo establish and maintain a level of trust with our guests.K eenness To show a impartingness to learn from our mistakes and bounce upon the guests feedback.YouthfulTo al economic crisis the employees to bring their en gum olibanumiasm to ladder and have fun.LoyaltyDedication and full loading in serving our valued guestsAccountabilityTo take ownership and responsibility in all the tasks that be being allocatedRespectTo have a basic courtesy level between colleague, subordinate and pinch off ranking managers.KindTo be polite and courteous to both single guest that walks through the Skylarks doors. apt GoalsWe ar driveing to welcome at to the lowest degree 1000 guests within the first 6 months of our official opening, thus making expected hotel revenue of $500,000.To achieve full occupancy during the Holiday periods.To be known as an eco friendly hotel by the end of our 1st year operationTo be featured in the hotel business magazine by the 2nd year of our operationTo be awarded the Excellent Service Award by the 3rd year of our opera tionPolicies all(prenominal) hotel room rank be subject to change without notice. compensation may be make by cash or credit cards such(prenominal) as MasterCard, Visa or American express card.We atomic number 18 committed to minimising the impact of our operations on the environment.We are leave behinding to comply with most of the laws and regulations with regards to saving the environment.We get out prompt our guests and employees to participate or lead in the protection of our environment.We will ensure that the products supplied by our providers is environmentally-friendly.Monitoring the performance of hotel and employees will take place every 6 months so that we can review what we have achieved or failed and make better on it accordingly.We will not be held li equal to(p) for any loss or damage to any valu adapteds.We will not be held prudent for any accidents or injuries to our guests during their stay in our hotelProceduresIf the reservation made by a possible gues t has been confirmed by the hotel, the guest is guaranteed a hotel room. Though we cannot give a guarantee to requite our guests request, we will try our best to satisfy any requests made relating to room number or location. only reservations must be made at least 3 days prior to your ar contend date. all reservations will require an advanced deposit equalling the terms of staying in the requested room for a day.All cancellations of reservations have to be made the day following the reservation. If it is cancellation is made any later, deposits by the guests will be forfeited.Our unwrap-in time is anytime after 12 noon.Our tick time is 12 noon. A late checkout charge of $ iodine hundred fifty will be charged to rooms that check out after 12 noon.Hotel guests will be amen qualified for(p) for any damages found in their room once they check out.Rules and RegulationThe hotel is authorized to only accommodate properly registered guests. Guests are to present their valid ID card or passport for confirmation.Smoking is prohibited in the hotel rooms.Be advised to keep your valuables in your room safe which is located in your cabinet.On the basis of a confirmed booking the hotel is to reserve the room for the guest up to 600 PM only, unless the booking stipulates otherwise.Guests should not move furniture, or interfere with the electrical meshing or any other installations in the hotel rooms or on the premises of the hotel without the consent of the hotel direction.No gambling of any kind or unlawful behavior is permitted in the hotel.Employees are to wear their same smartly in the hotel premises at all time.PlanningDecision making modelRatings from 1 to 5 shows which business fits the criteria the best.Business ventureType of business experience ofthe fieldPracticality tobe employin SingaporeMaintenanceExpense comicalnessTotalRetail shop233313Restaurant354214Hotel management542415Investment centre425112Sports complex11158Definition of criteriaKnowledge o f the field How familiar we are with the different types of businesses.Practicality to be applied in Singapore How effective is it to perplex up such a business in Singapore.Maintenance Expense The expenses that will be incurred in future in aim to keep the facilities and area of the business to a lower place appropriate and acceptable conditions.Uniqueness The type of business we choose must be few in quantity in SingaporeThus, we have chosen to venture into hotel management as most of us have an extensive fellowship about the field and furthermore, it is can be applied in the Singapore context. Additionally, it is similarly fairly unique as not many people venture into this type of business.Location of businessLocationavailablenessCompetitivenessAmount of SpaceLandmarks available in the location leaseTotalMarina quest4134214Harbour Front2443518Orchard5215114Holland Road1321310Stadium Boulevard3552419Definition of criteriaCompetitivenessthe presence of competitors who are in similar businesses may equal our profitsLandmarks available in the location the presence of well-known places of beguile located near the hotel.Amount of space how large is the space in the particular area.Accessibility how favorable the location of our hotel is. This means that it has to be near an MRT station and bus-s tallness. Also, it has to be easily fond by carsRentalthe cost of using the piece of landThus, Stadium Boulevard has been chosen as the location accessible as there is an availability of bus and MRT nearby. There are as well very few hotels in that area and the amount of space to build our hotel is substantially large. Furthermore, the rental fee is relatively cheaper as compared to the rest of the locations.Name of HotelNameUniquenessMeaningfulNumber of votesTotalOlympian2619Sphere3205Skylark55212iHotel1102Metamorphosis64010Synergy4329Definition of criteriaUniqueness how different our hotel name is as compared to other names. This means that the name chosen h ave to be distinctive and is not a twin(a) of other businesses.Meaningful choosing a name which has a special meaning tagged along with it and is able to represent the vision and mission of our hotel.Number of votes how many of our group members favoured the name of the hotelWe have chosen Skylark as the hotel name because it is considered to be unique. Furthermore, it is considered as meaningful as the buy the farm sky represents the location of the business which is surrounded by nature. Also, it has won iodine of the highest numbers of votes by our group members.Fundamentals of planning strategical planningStrategic planning is d one by top management where long-term terminuss are conventional and available preferences are identified. The owner, usual manager, assistant customary manager and house physician manager will garner up monthly to review the hotels progress and check if the long-term goals are achievable. They will also be responsible for the changing or mainta ining the overall direction of the hotel and they will look into ways to cope with the passing competitive hotel industry.Tactical planningTactical planning will be done by the managers under the control condition of the top management. They will be responsible for implementing the policies made by the top managers. They are also responsible for the managers under their power. Also, in Skylark hotel, these managers will act as middlemen between first-line management and the top management. This means that these managers have to convey the problems the first-line managers face to the top management if they cannot solve it.Operational planningThe managers in this section are known as first-line managers. They are responsible for carrying out daily tasks and motivating employees. They are also responsible to solve problems with regard to the employees. presidencyal EnvironmentInternal StakeholdersThe internal stakeholders of our company include 150 employees from a diversity of races and age and genders, an owner, and also a board of directors.External StakeholdersThe outdoor(a) stakeholders of the hotel comprises of the task and general environment.Task EnvironmentCustomersThe most important of all is our prestigious customers, both local and foreigners which will athletic supporter boost our business as they are the main sources of our income. Without the presence of the customers, it will then be unfeasible for us to make any profits. Our tar go awayed demographic are families. Thus, this explains why we many facilities which permit them to bond in concert as a family. Quality of ServicesLocationGood Food (Buffet)Attractive Rates bell reduction and offerEnvironment Quiet and welcoming colour tones, furniture and employeesSuppliersAs for food and beverages, our main supplier is Pines Catering. External suppliers are also required to provide raw materials for our construction and furnishings. For construction, our supplier is Pluspoint Premier spherica l while for furnishings our supplier is Aceman Renovation and Trading.CompetitorAs for our main competitors, they are the nearby hotels which are quicken World Sentosa, Marina Bay Sands and Fragrance Hotel Admiral which may negatively affect our profits.Our main rival is Resort World Sentosa. Besides providing accommodation, they provide numerous holiday packages for the guests. An illustration is the 3D2N Ultimate Fun tract where they get passes to Universal Studios Singapore and as well as complimentary drinks when they first arrived at the hotel. Marina Bay Sands is also another opponent of our hotel. Besides the usual amenities for the guests, Marina Bay Sands also provide golf course for their customers.Thus, the packages that our rivals promote aggressively will indirectly affect us as this will reduce the number of guests in our hotel. Our hotel may resort to coming out with similar or even better packages to draw more customers.MediaBy having a close relationship with the media, our hotel will be able to secure recognition faster. Joining forces together with travel agencies, our business will prosper as it helps our hotel to gain reputation. Other stakeholders included the interest groups, the government, lenders and unions.General EnvironmentThe general environment comprises many external forces which are mostly beyond the control of our hotel.Economic forcesGeneral economic trends happening world-wide can affect our hotels earnings due to a stronger or weaker dollar value. Thus, we need to ensure that our hotel should charge reasonable rates to customers so as to maintain our competitiveness even during a recession. This will allow us to rive more customers.Socio cultural forcesAs Singapore is a multicultural country, our hotel would need to respect and be cognisant of the various practices and deep-seated beliefs of the different races and religions.Technological forcesOur hotel has pertained technology by adapting to the advancements of techno logy by having our very own website, Facebook page and Twitter account. The website enables our customers to book hotel rooms online, view special offers available and browse the amenities provided at the comfort of their home. In addition, they are able to provide us with feedback on the website and our hotel can improve on our weaknesses and progress.International forcesAs the world has just suffered from an economy crisis, this will cause a decline in the numbers of guests in the hotel. However, Singapore has political stability, which means that there will be no riots or protests to deter the tourists from coming into Singapore.Political-legal forcesAs the law holds up plastered rules and laws to prevent inappropriate acts in hotel such as prostitution and gambling. In addition, the law assists our hotel to uphold order to ensure an enjoyable stay for the guests.Organisation StructureTask and rolesGeneral ManagerThe duties of a general manager include managing other managers an d the hotel staff, budgeting cost and cross-referring to actual budget, managing hotel projects, managing hotel emergencies and public relations with the media. This means that a general manager usually oversees most or all of the firmsmarketingandsalesfunctions and the day-to-dayoperationsof the business. The general manager is also responsible for pencil lead thestrategic planningfunctions of the hotel.Assistant General ManagerAn assistant general manager aids the general manager in his decisions such as business agendas. He also assists the general manager in completing the paperwork which is not very important and he is tasked with reporting all problems in the hotel to the general manager. However, he can solve these problems if he is able to and thereby, allowing the hotel to run smoothly.Resident managerThe main job of the resident manager is to oppose to any problems or emergencies in the hotel while overlooking the day-to-day operations of the hotel. They stay in the hote l and are on call 24 hours a day. However, they only work for a certain period of time per day although they are on call throughout the day.House-keeping managerBasically, the house-keeping manager supervises work activities of cleaning personnel to ensure clean and attractive rooms in the hotel. The house-keeping manager also assigns duties, scrutinise work, and investigate complaints regarding housekeeping and takes corrective action as required. He is also required to purchase housekeeping supplies and equipment, train new employees, and recommend dismissals.Front Office ManagerFront office managers are responsible making the guests stay at the hotel as pleasant as possible. This means to ensure that the guests are hard-boiled courteously and make sure all the complaints and problems of the guests are resolved as fast as possible. They are also baseball gloveed the responsibility of reservations, tracking the status of the rooms and ensure that guests special request are carri ed out. They also have the authority to adjust the charges posted on the customers flyer.Telecom operatorHotel telecom operators are required to transfer foreign or outside calls to the appropriate guest room. He also has to suffice or transfer all incoming calls. He is responsible for informing the guests about the latest training on guest services and also processes and executes the wake-up calls to the guests. He also helps to inform the guests about the latest events and happenings at the hotel.Chief engineerThe chief engineer is responsible for maintaining the performance of the maintenance or engineering part in the hotel. He also has to ensure that the hotel is in working(a) order and fix any problems link up to the structure of the hotel. He or she has to maintain the exterior of the building, the car park and check the furniture in the guest rooms and take corrective measures if anything is wrong with the furniture. He must be able to respond to emergencies, even afte r working hours. Most importantly, he must have the troubleshooting ability to be able to solve any problem in the hotel on the spot.Chief of securityChief of security is responsible for overseeing the safety of the hotel throughout the day, especially in the evening. He may also have other responsibilities such as walking around the hotel property to ensure that everyone is safe. He is also tasked with responding to guest. The chief of security must be able to solve problems quickly and respond to emergency situations effectively.Human resources managerThe human resource manager is responsible for the administrative function of the hotel. This means to recruit, interview or hire new employees into the formation in accordance to the strategic plan made by top executives. They are also responsible for all areas related to employees such as providing them uniforms and giving them employee benefits. Human resources managers are tasked with providing training for the new employees to i mprove the employee skills and to increase customer satisfaction. In todays society, human resources managers lead the hotel by suggesting and changing policies after consultation with top executives.Food and beverage managerThe food and beverage manager is responsible for overseeing, with the chef, the purchasing of all the ingredients infallible to complement the items on the menu. It may require training new employees and monitoring the staff in the eat room to see if they are following the hotel style of service. Sometimes, the food and beverage manager may also be called up to resolve matters with the guests unhappy with the food. It is also very important to keep the morale in the food and beverage section.Sales directorThe sales director is responsible for maximising the occupancy of the hotel. He also works with the general manager with regards to operational issues. The sales director must have sharp communication skills as he is responsible for negotiating with supplier s to provide the goods the hotel needs at a low price and he needs it to establish rapport with clients or suppliers.ControllerThe hotel controllers job is to report pecuniary education timely and accurately. He is also responsible for financial forecasting, both short-term and long-term. He manages the accounting and financial staff and he may be required to train new employees.This organisational chart is done in accordance to functional departmentalisation. This organisation adopts a wide span of control. It is because the Resident Manager alone is in-charge of 3 departments. In these departments, the top supervisors or managers will have another range of subordinates. The organisation has a decentalisation of authority. In each sector of the company, they have their own managers that are accountable for them. The employees do not have to get approval from the General Manager or anyone from around that status. Instead the employees just have to get approval from their immedia te manager or supervisor.Organisation CultureHotel ServicesAs the top passing play hotel, as part of the culture, we aim to serve with a smile. The employees of the hotel should go the extra mile for the customers to make sure they are feeling euphoric. If we are able to provide smiles and go the extra mile, the customers will feel the warmth of the hotel and the chances of them coming back would increase.Integrity Our employees must have integrity so that we are able to establish trust with our guests.Hotel MaintenanceThe customers needs and wants are to be satisfied. The maintenance service provider is to be on standby twenty four hours, ready to aid the customers if they request for it. This is to make sure that our customers do not have to wait a long period of time or wait till the abutting day till the maintenance service provider is available. By doing this, they provide maintenance all day.Hotel facilitiesThe hotel will also look into finding restaurants which are highly recommended by the foreigners to open a branch in the hotel. The hotel will also provide international food just in case some of the foreigners who are not used to the food in Singapore, they can always come back to the hotels restaurant to eat the food old in their country.Hotel Venue SecurityThe security guards are also to be on patrol twenty four hours around the hotel and at the lobby. This is to prevent anyone from stirring trouble around the hotel or in the hotel. By having such arrangements, our hotel will become a popular choice to the foreigners for our top dent security.Employee FeedbackThere will be a brush held every six months to help improve the shade of the hotel as well as employees benefits. During this meeting, employees are invited and allowed to voice out their feedbacks about their superiors and the benefits they want to improvement on. As for the employees benefit, all employees are given a twenty percent discount off the total bill when they dine in the ho tel. The meals of the employees are also provided. Breakfast and lunch will be provided for those on daybreak shift, lunch and dinner will be provided for those on afternoon shift. The employees who work over-time will receive one and a half times the basic pay.Employee ProcedureAll employees are to report to their immediate supervisors or managers for report updates and decision making. However, for key decisions which may affect the company greatly, the Chief Executive Officer will make the final decision. The Chief Executive Officer also has the right to change any decisions made by any supervisor and manager. For documents which need to be signed or approved, it will require at least two managers signature and stamp depending on the situation. This is to prevent any misleading by one manager or supervisor causing the company to make a wrong decision. At least with two signatures, two managers would have gone through the document and discussed to make sure there is no fault or a ttempt of fraud in it.LeadershipIn our company, each and every one of our employee is look upon as a leader.Leadership style We would want to have leaders with the following characteristics reachable apiece employee is to be able to be approached easily and is able to lend a helping hand when others are in need. Hierarchy is not our main priority in our company. However, basic respect unruffled has to be shown. We would like to ensure a friendly and conducive working environment for everyone.InfluentialEach manager should inspire their fellow colleague, subordinate and employees to do their best in everything that they do. We encourage motivation to stretch around the working environment. Little deeds should be praised and recognised. This will contribute to a positive working experience for everyone.Forward-LookingEach employee should learn to be in front looking as this will eventually benefit the business in many ways. This does not only imply to the top managers but also all employees. Since we have a relatively flat hierarchy, this helps us to be able to obtain parcel from everyone. By being forward looking, we will be able to seize each and every probability that come and also, avoid any circumstances that could affect the profitability of our business. In addition, by being forward looking, we will also be able to stay ahead of our competitors such as Marina Bay Sands. remunerate PowerOur business is using the monetary incentives to manage our employees. This means that employees are given certain incentives for press release beyond the call of duty. The best employee of each department each month will be rewarded with a free hotel stay of 3 days 2 nights. This also serves as a motivation for the employees to reach out for their best while doing their work.Hersey and Blanchards Situational LeadershipWe would also like to adopt the Hersey and Blanchards Situational Leadership where the leadership style depends on the employees readiness. The lead ership styles include telling, selling, participating and delegating. However, we are eventually aiming to use the leadership style of delegating where our employees are able and willing to do their job. This style involves a low task behavior and a low relationship behavior. However, to achieve this, we would use more of selling which involves both high task behavior and a high relationship behavior. This means that the employees are unable but willing or confident. We would then carry them to ensure they eventually will be able to do their job well.ControllingOur hotel would like to control the quality of service offered to the guests. We should provide our prestigious customers with the top-rated of service so that they will patronize our hotel again. In order to be top-rated, our hotel has scheduled the work time of the employees in such a way that there will be at least someone available to attend to the needs of the guests.Feedforward controlFirstly, our hotel will provide ou r employees with training such as customer service course. This is to ensure that our employees are equipped with the necessary skills needed. Thus, our hotel is able to provide our guests with top-rated service for them to enjoy their stay in our hotel. In this case, we are take holding Feedforward control.Concurrent controlOur hotel can relate Concurrent control, by asking our guests for their valuable feedback during their stay. When our staffs get the chance to meet the guests, we could get their advices and improve from there by incorporating their advices.Feedback controlLastly, Feedback control is also useful to bring our hotel to a greater height. sooner the guests leave our hotel, we can provide them with a feedback form and request them to rate our service. In addition, they may do this on our hotels website if they do not have the time to complete the feedback form. By getting their advices, we could then work on our weaknesses and progress from there.Our hotel also lik es to control the facilities available in our company. We need to make sure that all of our facilities are in tip-top condition for our guests to use.According to Feed forward control, our hotel will conduct checks on the facilities every month to ensure that every equipment is in working order.Should we receive any complaints regarding the facilities by the guests, our hotel will send an engineer down to solve the problem immediately. If we are unable to do so immediately, we aim to complete the repairs by three days so that our guests are entitled to use the amenities.First-line managers can apply operational control by having debrief with their subordinates just before they end their work on a daily basis. They can also mention about the feedbacks and suggestions offered by the guests.Tactical control can be included by having meetings fortnightly. The meeting compromises of the middle managers and the first-line managers. During the meetings, they can come up with ways to promot e our hotel or even adding in facilities to allow our hotel to soar.Lastly, strategic control is the most essential as it is a meeting where top middle and first-line managers meet together. The middle and first-line managers can present their suggestions to the top managers. The top managers will then decide whether to implement their suggestions. In addition, they will review the number of customers patronizing our hotel and the revenue of our business.Also, the controlling process is constructive to assist our hotels success.Firstly, we establish our standards by ensuring every employee undergoes customer service training. Our hotel aims to come across a goal of $500000 revenue in the first six months of our operation.We can measure our performance by taking into consideration the number of guests staying in our hotel and revenue we earned in the first six months.Comparing our goals with our actual revenue, if we achieved our goal, we will continue with our training and execute other courses that are beneficial for our employees. On the other hand, if we did not attain our goal, we may resort at our publicity and upgrade in our services.