Operation management

Topics: Hotel, Management, Customer Pages: 6 (2038 words) Published: December 9, 2013
Table Content
Executive summary………………………………………………. 1 1.0 Introduction ………………………………………………….. 2

2.0 Finding………………………………………………………. .2

2.1 Question1…………………………………………….. 2

2.2 Question 2……………………………………………. 3

2.3 Question 3……………………………………………. 4

2.4 Question 4……………………………………………. 5

3.0 Conclusion……………………………………………………. 7

Executive summary
Penang Mutiara Hotel is a famous luxurious hotel in the South-East Asia. This report is regarding to finding about the operation function strategy of the Peanag Mutiara Hotel to achieve success of strategy. The operation strategic decision it helps to identify what are the operation functions of Penang Mutiara hotel and what are the market requirement of the hotel. Besides, it also using the Hayes & Wheelwright model to analyze what is the hotel suitable for. By using the Hayes & Wheelwright model, the model which compromise with four stages the stages which are the internally neutral, externally neutral, internally supportive, and the externally supportive. Furthermore, according to this case it also explaining what is the operation contribution to achieve by applying it to the general manager. After describing the operation contribution what to apply and it may explain what are the five operational performance objectives of it hotel. In the end of the case which is to finding the importance key contribution of operation activities.

1.0 Introduction
The Penang Mutiara Hotel is one of the luxurious hotel in the South-East Asia which owned by the Pernas-OUE of Malaysia and managed by the Singapore Mandarian International hotel. Hence Penang Mutiara gives to its customers with the quality of service and also wants to give everything what it guests wants and needs. 2.0 Finding

2.1 Question 1

In this case, the customer of the Penang Mutiara which would like to return back to the hotel because of the hotel serving the customer or it guests with high potential quality service. For example, fast response to its customer, some of the customer which might request something else that is important from a staff and the staff of its hotel quickly sorted out immediately, while this will bring benefits to it hotel because the staff are doing thing fast. Next to keep promise to be of service to the customer, for example the hotel staff which would ready the accounts when the guests depart and this will influence the guests expects a dependable service. Last, most of it staff is multi skilled employee. For example to avoid the irritating delays, when a guests have been to the hotel before so the staff of its hotel try to avoid having to repeat the information back to the customer. Besides and also the reception staff would simply check weather if the customer has stayed before, retrieve the information and straight take its customer to their room.

In order to achieve the competitive advantage and satisfy the customer needs the Penang Mutiara hotel by serving it customer with impeccable service. For example, the hotels staff must be courteous at all time and also keep friendly to its customers. The hotel of it staff also have the knowledge to answer the customer question when they asked. Besides, to improve with satisfying the customer needs and wants, the general manager of its hotel state that “our staff would never like to say no” to the customer. However, the customer had requested for some food that the hotel restaurant don’t have and the staff of t hotel to make sure they can go to the supermarket and try to get it what the customer of its hotel require. Hence this is also a very important to maintain the motivation of the staff side effect. 2.2 Question 2

(Hayes & Wheelwright., 1985) had described the four generic roles of that manufacturing can play within a company from a strategic perspective. In stage one, internal neutrality, this is something that are the poorest level of operation function contribution. In...
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