Case Study
Operations objectives at the Penang Mutiara
Questions:
Describe how you think the hotel's management will:
Make sure that the way it manages the hotel is appropriate to the way it competes for business;
Implement any change in strategy;
Develop its operation so that it drives the long-term strategy of the hotel.
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.
Answer 1(a): Penang Mutiara Hotel located on prime beachfront at Teluk Pahang. The name of Mutiara means "pearl" and is also a term of endearment in Malay language. Penang Mutiara is one of the luxurious hotels in South-East Asia. This hotel owned by Pernas-UOE of Malaysia and managed by Singapore Mandarin International Hotels. This luxurious hotel gives to its customers the quality of services. Wants and needs of the customers the stuffs of the hotel will try the best to fulfill.
The objective of the hotel is to give every customer request, keep its promise to be of services to the guests and be flexible to guest request. The hotel never compromises the quality of service in order to cut costs. Good service means the guests' return again and again. More guests, the higher utilization of rooms and restaurants. The quality of the service had kept the hotel's volume high and cost low.
So, overall i can say that the way it manages the hotel is appropriate to the way it competes for business.
Answer 1(b): There are 3 roles of operation functions which can help to achieve strategic success for Penang Mutiara Hotel. The first role of the operation function will be business implementation strategy. Strategy implementation is the interpretation of chosen strategy into organization action as to achieve...