Mutira Penang
1. 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; (10 marks)
Wernie emphasize on quality of service, it must be impeccable. The hotel tries to anticipate guests’ needs in a number of ways. Also, Penang Mutiara provides fast response to customers’ requests as time is precious and all of the customers do not like to waste time on waiting. Likewise, Wernie regards dependability as a fundamental principle of a well-managed hotel. For example, It is on the grand occasions, however, when dependability is particularly important in the hotel. When staging a banquet, for example, everything has to be on time. Drinks, food, entertainment have to be available exactly as planned. Any deviation from plan will very soon be noticed by customers. It would easily spoil customers’ impression to the hotel. Furthermore, Flexibility means a number of things to the hotel. First of all it means that they should be able to meet a guest’s requests, no matter what customers’ request, hotel will try their best efforts to get it for customers. It is impeccable customer service which gives the hotel competitive advantage, not price. Good service means that hotel guest return again and again. The more guest hotel has, the higher is the utilization of rooms and restaurants, and this is what really keeps cost per guest down and profitability reasonable. So in the end, it is the quality of the service which keeps the volumes high and the costs low. I believe with the best service to customers, is the best way to competes for business.
(b) implement any change in strategy; (10 marks)
To implement any change in strategy in order to expand Penang Mutiara, Wernie should have an agreement or associate with other business such as tour companies, theme park or
(a) make sure that the way he manages the hotel is appropriate to the way it competes for business; (10 marks)
Wernie emphasize on quality of service, it must be impeccable. The hotel tries to anticipate guests’ needs in a number of ways. Also, Penang Mutiara provides fast response to customers’ requests as time is precious and all of the customers do not like to waste time on waiting. Likewise, Wernie regards dependability as a fundamental principle of a well-managed hotel. For example, It is on the grand occasions, however, when dependability is particularly important in the hotel. When staging a banquet, for example, everything has to be on time. Drinks, food, entertainment have to be available exactly as planned. Any deviation from plan will very soon be noticed by customers. It would easily spoil customers’ impression to the hotel. Furthermore, Flexibility means a number of things to the hotel. First of all it means that they should be able to meet a guest’s requests, no matter what customers’ request, hotel will try their best efforts to get it for customers. It is impeccable customer service which gives the hotel competitive advantage, not price. Good service means that hotel guest return again and again. The more guest hotel has, the higher is the utilization of rooms and restaurants, and this is what really keeps cost per guest down and profitability reasonable. So in the end, it is the quality of the service which keeps the volumes high and the costs low. I believe with the best service to customers, is the best way to competes for business.
(b) implement any change in strategy; (10 marks)
To implement any change in strategy in order to expand Penang Mutiara, Wernie should have an agreement or associate with other business such as tour companies, theme park or