Penang Mutiara Case Study

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  • Pages : 7 (2008 words )
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  • Published : July 25, 2012
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1. Introduction
Penang Mutiara is made up of a 285 sq km island and a 760 sq km strip of coastal land strategically located on the north-western coast of Peninsular Malaysia. Penang Island is linked to Province Wellesley on the mainland by the Penang Bridge and a 24-hour ferry service. The island derived its name from the betel nut palm commonly grown here. While Mutiara is the literal Malay translation of “Pearl of the Orient”. Heralded as one of the most luxurious hotels in South-East Asia. Owned by Pernas-OUE of Malaysia and managed by Singapore Mandarin International Hotels. Penang Mutiara wants to give to its customer the quality of service. And it also wants to give everything what its guests’ wants and needs. Penang Mutiara’s objectives are to give fast response to every customer request), to keep its promise to be of service to their guests and to be flexible to every guest request.  The hotel believes that it is the impeccable customer service they are giving to their guests which gives them competitive advantage. The hotel is very careful never to compromise the quality of its service in order to cut costs. Good service means that guest shall return again and again. The more guests, the higher utilization of rooms and restaurants, so in the end, it’s the quality of their service is what keeps the hotel’s volume high and costs low.

Speed
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. Their benefits are:

1. Speed reduces inventories - reducing inventories means increasing the use 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 efficiency of work. 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 information among other department of operations, such as the newest customer entrance information, available room information, adds the dependability for each internal operation’s coordination and communication.

Dependability
Dependability means do things on time. Dependability means well management and coordination with each operation ensuring other process are reliable, such as delivering right material or information on time, correct foreseeing and planning the facilities, reorder and workforce. It leads to more effective operation. It includes effectively arranging the facilities, information, material, workforce, money and time to ensure all of them can be available at any time, saves the time to wait or to look for the other substitutes. Dependability arrangement reduces the chance of repeating input resources or some resources leaving unused increasing the cost of maintain or store fee, or labor cost.

Flexibility
Flexibility means change what you do. It means according to different requirements or things too fast to handle with, making change or decisions, flexibility arranging and coordinating operations’ work.

1. Flexibility saves resources - can prevent unnecessarily repeating planning, spending, and using resources such as time, money, workforce, to follow the traditional ways to do things done. 2. Flexibility increase speed of response - being able to give fast service for customers depends on the operation being flexible. Flexible operations speedily transfer extra skilled staff and equipment to the urgent conditions and emergencies will provide the service with other customer’s needs.

Quality
Quality means ‘doing things right’. For Mutiara, quality means consistently producing impeccable services, using top-class and durable materials to create the right impression and environment, and anticipating and preventing all potential problems in advance. It is benefit to...
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