Operation Management

Operation Objectives

Operation Objectives Issues Problems Actions Solutions

Quantity Some customer has the over demand on certain goods or services

The number of room that is available to the customer is limited. * The average quantity of the goods or services will be increase on certain time especially on peak session.

* The staff will make sure the room availability will be check before giving it to the customers. Further notice will be informed to the customer that has booked.

Speed Problem on getting the process done on a high peak session. * The staffs are well trained to response to customers' request. Customer request are number one priority to the hotel service department.

Dependability When a customer disappear without any notice. * The hotel's staffs are prepaid for this kind of misdeed to occur. When it occur, the passport or the identity of the customer are kept within the hotel premises for security. These details are filled in a form.

Flexibility The problem arise when customer demand goods or services that is not offered within the hotel premises. * The HR manager has trained the staff to do multi task within the premises. The chef not only could cook, but they to could instruct the waiter and waitress. The waiter and waitress not only could serve the customer but they could also be a driver or a car jockey for the customers. The hotel's staffs are well prepaid for these problems to arise and are already trained for multi task.

The operation objective is the way how the hotel operate on certain intention. Usually these objectives are used to cover mistakes or to solve problems within the hotel premises. Especially when the objectives is to meet the customers needs. The action that is taken is the way to solve the problems of certain criteria will be trained to the staff of the hotel. There is four operation objectives in Penang Mutiara which is quantity, speed, dependability and flexibility. Quantity is the number of goods or services that is offered in the hotel. Some goods or services that the customers demand are greatly in high amount. For an example when there is hundreds of customer ordered the same meal, the amount of the material that needed for the certain meal will be increase because of the demand his high. This would most probably occur during high peak session. Speed in terms of fast response to customers requests for something either good and services. Especially on high peak session, when the customer are all rushing to the hotel and demands high class services, the staffs are well prepared to serve the customer in best condition. Dependability is when the hotel always looks after the customers as a number one customer. They want to make the customer to feel secure and enjoy their stay within the hotel premises. Flexibility is how the hotel could operate such different task a the same time. Not only tasks they could flex on, even the cost are able to flex as special offer or promotion.

Operation Model

Input Process Output

Staff Provides the customer needs. Customer satisfactions

Facilities Capable to meet the customers needs when it is required. Most of the facilities are enough for the customer to meet their needs. The use of the facilities is mostly complete with service and goods. Customer's satisfaction and also the employment satisfaction

Rooms Environments are luxurious to the eyes