Hotel Management: Quality, Speed, Dependability, Flexibility, and Cost

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Describe how you think Wernie will

(a) make sure that the way he manages the hotel is appropriate to the way it competes for business;
1. Training and development of staff
2. Planning & Staffing
3. Marketing & Service innovations
4. Operations and management improvement
5. Welfare and motivation to employees

(b) implement any change in strategy; (10 marks)

(c) develop his operation so that it drives the long-term strategy of the hotel. (10 marks)

2. What questions might Wernie ask to judge whether his operation is a Stage 1, Stage 2, Stage 3, or Stage 4 operations on Hayes and Wheelwright’s scale of excellence? (20 marks)

3. 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. (50 marks)

Speed means do thing fast. Speed means fast response to requirements of external customers or new conditions, speedy decision making and speedy movement of materials and information inside the operation. It’s benefit are:

1. Speed reduces inventories - reducing i inventories mean increasing the utilization of rooms and restaurant, that fast cleaning and preparing the available rooms and dinner tables for external customers adds revenue for organization, and improving the efficient of working. 2. Speed adds flexibility - fast response adds the capability for operations to the flexibility dealing with urgent things. 3. Speed adds dependability - fast delivering for the latest...
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