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Higher National Diploma in Business
Course Tittle (^) Pearson BTEC Level 5 Higher National Diploma in Business Unit Number and Title: (^) Unit 26: Principles of Operations Management Assignment Title Analysis of Operations Management Practices in Hotel Industry Name of the Learner T.M.S.Yasara Centre Ref. No of The Learner Pearson^ Regd.^ No.^
Assignment Number (^) 01 Batch No & Semester Batch^03 Semester 04 Issue Date (^) 15 th^ October 2023 Submission Date^15 th (^) November 2023 Re-submission Date Date Received 1st submission Unit Assessor: (^) Mrs. Gayani Arumapperuma Academic Year (^2023) Assessor Summative Feedback Grade: Assessor Signature: Date: Resubmission Feedback - Formative Grade: Assessor Signature: Date Internal Verifier’s Comments Signature of the IV Date Student Agreement: I understand the feedback given to me and agree to carry out the actions in future works as required and indicated. Student Signature Date
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- As an operation management student, I am going to do research about Hotel Industry. I have selected Galle Face Hotel and Gala Dari Hotel to conduct my research. 1. Galle Face Hotel Introduction – “The Galle Face Hotel is a historic hotel located in Colombo, Sri Lanka. It was established in 1864 and is one of the oldest hotels in the region. The hotel is owned by Sanjeev Gardiner and offers 156 rooms divided into two wings, The Regency Wing and The Classic Wing. The hotel also offers several restaurants, wedding venues, and event spaces. The Galle Face Hotel is known for its stunning sea views and is a popular destination for tourists and locals alike”. (Galle Face Hotel,2023). 2. Gala Dari Hotel Introduction – “The Gala Dari Hotel is a premium hotel in Colombo, Sri Lanka. It opened in 1973 and has since become one of Colombo's most popular hotels. The Gala Dari Group, a major commercial conglomerate in Sri Lanka, owns and operates the hotel. The Gala Dari Hotel is a 5-star hotel that provides a variety of amenities and services to its visitors, including pleasant and well-appointed rooms, on-site restaurants, a swimming pool, a fitness center, and a spa. The hotel stands in the middle of Colombo, near several of the city's attractions, including the Galle Face Green, the National Museum, and the Gangaramaya Temple. The Gala Dari Hotel is also well-located for business travelers, as it is near several of the city's business districts”. (Gala Dari, 2023).
P1 – Assess the role of the Galle Face hotel in serving customers and the ability to enhance effectiveness assuming that the entity meets demand as expected.
- Serving clients and improving efficiency are major responsibilities of the Galle Face Hotel, assuming that demand is met as anticipated. Being a well-known hotel in Sri Lanka, it has a long history of giving visitors outstanding service and hospitality.
- In terms of customer service, the Galle Face Hotel offers a variety of services and amenities to ensure a comfortable and enjoyable stay. These include luxurious accommodations, fine dining, spa facilities, recreational activities, and personalized customer service. The hotel strives to meet its guests' diverse needs and preferences by providing a variety of room types, culinary experiences, and leisure activities.
- Furthermore, the Galle Face Hotel prioritizes effective customer relationships. It aims to form strong bonds with its guests through personalized interactions, attentive service, and anticipating their requirements. The hotel improves customer satisfaction and loyalty by learning about their preferences and providing tailored experiences.
- The Galle Face Hotel focuses on several key areas to improve effectiveness assuming that the entity meets demand as expected: 1. Operational Efficiency - The hotel ensures smooth operations by streamlining processes such as reservation management, housekeeping, food and beverage services, and maintenance. This allows them to provide efficient services while maintaining high standards. 2. Staff Training - To ensure that all of its employees have the abilities and knowledge needed to deliver first-rate service, the hotel funds extensive training programs. All staff members are trained to maintain the hotel's standards of hospitality, including front desk agents, housekeepers, and restaurant servers.
- Marketing and Branding - Develop a strong online presence and effective marketing strategies to attract a larger customer base and convey the hotel's unique value.
- Sustainability initiatives - To attract environmentally conscious guests and reduce the hotel's environmental footprint, implement eco-friendly practices. P2 - Discuss the contribution of effective supply chains to the Galle Face Hotel. ➢ A strong supply chain can help the Galle Face Hotel meet its operational and strategic objectives. Here are some of the ways a well-established supply chain can help the Galle Face Hotel succeed:
- Cost efficiency - By sourcing goods and services at competitive prices, a well-optimized supply chain can assist the Galle Face Hotel in lowering operational costs. Negotiating favorable contracts and practicing efficient procurement can result in cost savings that can be reinvested in improving guest experiences and property maintenance.
- Quality assurance - A well-managed supply chain ensures a steady flow of high-quality goods and services. This is critical for the Galle Face Hotel's reputation and commitment to providing first-rate service. To keep the hotel's high standards, quality linens, fresh food supplies, and other guest amenities are required.
- Sustainability and ethical sourcing - By sourcing environmentally and ethically produced products, the supply chain can be in line with the hotel's sustainability objectives. In addition to encouraging social and environmental responsibility, this can serve as a differentiator to draw in eco- aware tourists.
Supply chain of Galle Face Hotel
Products Services Information Information Suppliers Distributors Customer Discuss the contribution of effective supply chains to the Gala Dari Hotel ➢ There can be a big impact on the Gala Dari Hotel from creating and managing an efficient supply chain. Effective supply chains support the hotel's success in the following ways:
- Inventory management - The Gala Dari Hotel can maintain ideal inventory levels thanks to efficient supply chain management. This minimizes waste and carrying costs by lowering the possibility of overstocking or understocking. Efficiently meeting guest demands requires having the appropriate amount of inventory on hand.
- Customization and personalization - A flexible supply chain enables the Gala Dari Hotel to customize and personalize guest experiences. Whether it's in-room amenities, food and beverage options, or special services, personalization can boost guest satisfaction and loyalty.
- Risk mitigation - A strong supply chain strategy includes risk management, which protects the hotel from unanticipated supply chain disruptions such as natural disasters or geopolitical issues. Food suppliers like Prima, Ran Ruvi Beverages suppliers like IBL Cleaning products and equipment suppliers Galle Face Hotel departments
- Kitchen
- Maintenance Department
- Housekeeping Department Guest or customers
- Strategic Objectives - Operations management is critical to an organization's long-term performance because it supports strategic goals like market expansion, innovation, supply chain efficiency, and risk management. ➢ In essence, operations management is the backbone that connects an organization's day-to-day activities to its larger, long-term vision, making it critical for attaining both tactical and strategic goals.
The relationship between operational, strategic and tactical objectives and
planning through a diagram.
Figure 2 – Relationship between operational, strategic and tactical Objectives
Assess the Galle Face strategic goals, operational goals, and tactics for the business covering its scope and its operation. ➢ Strategic goals for a hotel like Galle Face Hotel in terms of scope and operations could include:
1. Increasing occupancy rates: Through effective marketing strategies and partnerships, the hotel may seek to attract more guests. 2. Expanding into new markets : The hotel may intend to target international tourists or capitalize on emerging travel trends. 3. Enhancing customer experience : This could entail providing exceptional service quality, personalized experiences for guests, and maintaining a positive reputation. E.g.- Using Augmented reality technology customer real experience can combine with computer- based space system. ➢ **Operational goals for Galle Face Hotel could include:
- Improving staff training programs** : This would center on improving employees' ability to provide excellent service. 2) Optimizing room occupancy rates: The hotel may set goals for increasing room bookings through effective pricing and revenue management strategies. 3) Enhancing operational efficiency: Galle Face Hotel may want to streamline processes, cut costs, and increase overall productivity. ➢ **The Galle Face Hotel may use the following strategies:
- Implementing digital marketing campaigns:** To reach a larger audience, consider using social media platforms, online travel agencies, and search engine optimization.
- Inventory and supply chain management - Ensure effective supply chain management, minimize waste, and maximize inventory levels for all hotel services and facilities.
- Online booking optimization - Create an easy-to-use website and mobile app, as well as an easy-to-use and secure online booking system.
- Guest feedback analysis - To find areas that need improvement, routinely gather and examine visitor input via surveys and internet reviews.
- Special packages and promotions - Provide attractive packages and promos, like weekend escapes, honeymoon packages, or seasonal specials, to increase occupancy rates during off-peak periods. D1 - Justify the significance of Operations Management to succeed as a hotel chain in a dynamic and competitive environment while meeting Galle face hotel goals.
- To begin, Operations Management entails overseeing business activities in order to achieve goals, increase productivity, and maximize profitability. In the context of a hotel chain, this entails efficiently managing various operational aspects such as front desk operations, housekeeping, food and beverage services, maintenance, and guest satisfaction.
- Efficient operations management can help maximize organizational efficiency by streamlining processes and removing bottlenecks. This leads to increased productivity and cost-effectiveness, which are critical for any hotel chain seeking to succeed in a competitive market.
- Furthermore, hotel operations management entails determining what guests expect from a hotel and delivering it to them. Hotels can improve guest satisfaction by effectively managing customer service processes, ensuring prompt response times, maintaining cleanliness and hygiene standards, and providing personalized experiences. Satisfied guests are more likely to return and recommend the hotel to others.
- In addition to guest satisfaction, operations management is critical to meeting Galle face goals. These objectives may include maintaining high occupancy rates, meeting revenue targets, ensuring smooth day-to-day operations, managing resources efficiently (such as staff scheduling), and maintaining brand reputation.
- Implementing effective operations management strategies, such as inventory control systems for supplies and equipment procurement, or implementing technology solutions for efficient workflow management and data analysis, can help achieve these goals. Justify the significance of Operations Management to succeed as a hotel chain in a dynamic and competitive environment while meeting Galle face hotel goals.
- Operations management is critical for a hotel chain seeking to succeed in a dynamic and competitive environment while meeting Gala Dari objectives. Here's why it's important in this context:
- Effective resource optimization - A hotel chain's resources, including staff, inventory, and facilities, can be optimized with effective operations management. This optimization is critical for Gala Dari objectives because it helps to control costs, maximize efficiency, and improve overall profitability.
According to the above comparison the writer can justify about the significance operation management in a hotel. As an example, Efficiency and control have been improved is critical because it gives a competitive advantage for the hotel. Lastly, the significance of operational management supports to success the operation of a hotel in an effective manner. P3 - Devise solutions to given operation managements problems using a range of techniques in Galle Face Hotel.
- There are several methods that can be used to solve inventory management, productivity measurement, and product improvement problems at the Galle Face Hotel. Let's go over each component individually: 1) Inventory management ➢ Implementing an effective inventory control system: This entails accurately tracking and monitoring the hotel's inventory levels, ensuring that stock is neither too high nor too low. ➢ Conducting regular inventory audits : Regular inventory auditing helps identify any discrepancies or issues with stock levels, allowing for timely corrective actions. 2) Productivity Measurement ➢ Setting performance metrics: Setting clear performance metrics enables the hotel to accurately measure and evaluate productivity levels. Metrics such as revenue per available room (RevPAR), occupancy rates, and average daily rate (ADR) can be used.
➢ Conducting regular performance reviews: Regularly reviewing employee performance provides insight into individual productivity levels and identifies areas for improvement or training needs. 3) Product Improvements ➢ Gathering customer feedback : Collecting feedback from guests about their hotel experiences can aid in identifying areas for improvement. This feedback can be obtained through surveys, online reviews, or direct communication with guests. ➢ Continuous staff training and development : Giving employees continual training opportunities guarantees that they have the abilities needed to produce high-caliber goods and services. Devise solutions to given operation managements problems using a range of techniques in Gala Dari Hotel.
- Inventory – ➢ ABC Analysis - Classify inventory items using the ABC analysis method into three importance-based categories (A, B, and C). This lets you focus management attention and resources on important and high-value items first.
P4 – Analyse the digital technologies to achieve the high operational performance of these hotels.
- “Digital technology is a type of transfer that involves breaking a message or form of communication between two machines down into binary code”. (Slide Player, 2023).
- It helps to achieve the high operational performance in an organization. Eg: - Internet of things, Artificial intelligence and Cloud Computing Appendix 01- Digital Technologies Digital technologies in Galle Face Hotel ➢ The Galle Face hotel may achieve excellent operational performance by utilizing numerous digital technologies. These incorporate:
- Property Management System (PMS) : A comprehensive PMS may automate and streamline numerous hotel activities, including front desk, reservations, housekeeping, and accounting. This can result in enhanced efficiency and productivity.
- Online reservations and booking systems: Create an easy-to-use website with an online booking system. This allows guests to easily book rooms, dining reservations, and other services, increasing convenience. Link for online booking - www.gallefacehotel.com/accommodation/
- In-room technology - Provide guest rooms with high-speed Wi-Fi, smart TVs, and device connectivity. By utilizing in-room tablets for digital concierge services, lodging establishments can offer visitors local recommendations, room service requests, and information. Digital technologies in Gala Dari Hotel ➢ The Gala Dari hotel may achieve great operational performance by utilizing numerous digital technologies. Among them are:
- Mobile Apps: To give visitors a simple way to check-in, check- out, and access hotel amenities, Gala Dari hotel can create its own mobile app or use a third- party app. Customer loyalty may rise as a result, improving the guest experience. https: //galadarihotel.lk – This link helps to book reservations.
