The Hotel Futura in Platanias, Greece is a multi-facilitated five star hotel that have been attracting a decent amount of customers towards its luxurious premises. The hotel have throughout this period have garnered enough reputation in the field of hospitality industry. Furthermore, the hotel have an ambience and facilities that enables family and friends to enjoy and have a good time. The hotel follows a modern art deco which compliments with the beautiful surrounding landscapes. The hotel aims in providing its customers with quality services and an ambience that makes them feel homely. The mission of Hotel Futura is to provide the guests a pleasant stay and offer them a varied range of services that makes their stay relaxing and luxurious.
Among its wide range of facilities and services that comprises of children’s pool, bar/lounge, restaurant, shopping on site, supervised childcare or babysitting and many more. The staff members of the hotel work together hand in hand in order to provide the guests a relaxing stay that they seek to gain. In the following report, an operational plan of Hotel Futura is developed since the hotel has decided to utilise a sunny indoor section of the lobby and turn it into a service point were morning and tea shall be served. Now, in order to create and convert the space the hotel needs to prepare an operational plan.
Hotel Futura have a set of aims that enables them to channel and function in a way they do. The following are the aims of the hotel –
In order to assess the competitors in the market and identify its position in the competitive market a SWOT analysis is conducted on Hotel Futura.
Strengths
Hotel Futura is located in a quite favourable location that have scenic landscapes in its surrounding. This feature attracts numerous guests to its hotel and as a result increase its popularity to a great extent. In addition to this, the hotel has a wide variety of facilities within its premises such as children’s pool, on site shopping, gift shop, bar/lounge space, restaurant and many more. The hotel also provides its customers with supervised childcare activities that would benefit families to a great extent as they would be able to enjoy their stay there without worrying about their children since they would be in the hands of professional child caretakers. The staff members of the hotel are professional and skilled workers that provides premium services to its guests. Additionally, Hotel Futura have an aesthetic modern art deco that gives the hotel a beautiful and charming feel. Along with this, the hotel is set up in a private location that enables the hotel to provide its guests a homely village ambiance.
Weaknesses
Hotel Futura have a number of issues that slows down the functioning of the business. For instance, the reception and execution of services is interrupted and as a result of which customers are left frustrated. In addition to this, even though the staff members highly skilled, they require extra training and development programmes in order to adapt with the new technology. The new espresso machine that would be set in the open area of the lobby would require skilled staff that would be able to assess the machine. However, the hotel fails in providing sufficient amount of training and development programmes.
Opportunities
The hotel have a plenty of opportunities to flourish and excel in the field of hospitality industry. It can be observed that the hotel have a high potential in the merging market and have the ability to be popular extensively. In addition to this, the scope of digital marketing would provide new opportunities for the business to flourish and grow on a significant level. Additionally, the hotel have would have a lot of scope if innovation in its customer services department would be brought in. Since the hotel suffers from executing a smooth customer service, an opportunity as such shall enable the business to overcome that issue for a long run.
Threats
The hotel have a major threat from other international hotels that are plenty in number in the competitive market. Apart from this, other competitors in the field have been offering more lucrative price range and therefore, there is a competition on price point as well that poses a major threat to the business. In addition to this, the political and economic instability in various countries may affect the business of Hotel Futura to a significant level.
In order to ensure safe and comfortable stay of the guests in the hotel, the Hotel Futura have established certain regulations. These regulations must be followed by every guests and their cooperation towards these regulations are extremely significant. The following regulations are supposed to be maintained by all the guests strictly and if anyone fails to abide by it, the Hotel may choose to discard the permit to use the hotel rooms and other facilities by the guest or guests. The following are the regulations established by the Hotel Futura –
Some of the activities is strictly prohibited in the hotel grounds as it may give rise to disturbance and discomfort of other guests present in the hotel. Henceforth, the activities that are prohibited in the hotel grounds are as follows:-
It is to inform all the guests that the hotel staff may enter the hotel room during the guest’s absence for the purpose of room cleaning or bed making and for other reasons. However, the guests shall be informed prior to entering the room and also notify the name of the staff member entering the room.
In order to develop and execute the operational plan that the hotel aims to implement certain resources are essential and are required for the purpose of successfully implementing the operational plan. Hotel Futura aims in utilising the sunny indoor section of the lobby and in order to do that the lobby space would be utilised as a morning and evening tea point.
Profits or return: In case this does not work, another way to earning profit includes offering discount to the first 10 customers that visit the indoor sunny lobby for tea along with offering discounts if they are members.
Increase in business revenue: The business revenue can be increased in future by organizing magic shows or live music performance in the indoor lobby that will keep the customers engaged. However, the events organized needs to be soft, as they customers will visit to enjoy each other’s company.
Financial ratios: The financial ratios can be increased in the future can dwindle in the future due to tough competition in the market and can be made stable by offering discounts to the customers.
Business growth or expansion: In future, business can be grown by opening such morning and evening tea option near the pool side where the customers can enjoy the pool while sipping their tea and coffee.
Customer satisfaction: Customer satisfaction can be achieved in the future by calling the customers to the table surprisingly during their stay in the hotel without prior notice. In addition to, remembering the choice of the customers will also help in increasing customer satisfaction.
Increase in market share: In this highly competitive market, one of the best ways to increase market share will be by promoting this new venture to the customers through technology such as social media.
Product sales: Along with espresso, a variety of coffee can be offered in the future to the customers for individuals with special medical conditions. In addition to, we can also offer promos such as buy 1 get 1 free offer for the customers that will help in attracting them.
The timeframe required to implement the project is as follows:
Regular team meetings: A team meeting needs to be conducted regularly for at least a month prior execution of the plan of setting the indoor sunny lobby for morning and afternoon tea.
Allocating responsibility: Once decided, allocating responsibility to the selected staffs will require another 2 weeks, as the convenience and experience of the staffs need to be counted.
Revising position descriptions: This will require another week for revising the position descriptions for the staffs.
Hiring and providing training to staffs: For continuous and uninterrupted service of this new operation, another food service attendant needs to be recruited that needs another month.
Coaching and mentoring: This is a everyday task, as the supervisors need to coach and mentor the staffs on the new service.
Monitoring and measuring systems: 2 weeks for this process.
Arranging the indoor lobby: 2 days for this process, as the indoor lobby is already there and few modifications need to be made.
Approximately 3 months is required for implementing the operational plan by Hotel Futura.
As this concept is new for Hotel Futura, it is important for the hotel to make required consultation in order to achieve the best of the plan. The hotel needs to manage the staffs, suppliers, contractors as well as the other stakeholders in the plan. In order to do so, it is important for the hotel to ensure and employ effective time management, project managements and people management skills.
As per the discussion which has already taken place with the Executive Chef and the Food and Beverage Manager, certain advantages and disadvantages have been identified through the conversation. The Chef and the Beverage Manager were highly excited about the fact that the hotel has installed a new coffee machine which shall be producing the premium quality espresso coffee, exactly the way it is made in Italy. They had opined that it was a necessary move to ensure that the needs of the foreign guests are catered to in a proper way that would render them the feeling that they have got a service which is worth the value of the money that they have paid.
They had also responded very convincingly to the query which was mainly concerned about adapting oneself to the new machine and how to keep oneself safe from getting burnt. The reply which they gave was that the staff who shall be placed at the charge of the newly installed coffee machine shall be given proper training and shall be very meticulously taught about the nuances of how to use the machine in a proper way.
Concerns were also raised whether the newly installed coffee machine shall be only producing espresso coffee or it shall be churning out other varieties of artisanal coffees like cappuccino, café latte et cetera. It was also asked whether the old machine could have been retained. The answers provided by the Chef and the Manager was that the newly installed coffee machine was indeed quite versatile and could churn up any variety of coffee but that depended upon the skills of the coffee maker who could make the machine work in a desirable manner. With regard to the old machine, it had to be replaced as it had quite a lot issues and that could cause the quality of the coffee to be compromised.
The staff employed at hotel shall be abiding by and reinstating the legal and procedural commitments that the hotel pledges itself to. The hotel shall be taking all such steps to ensure that none of the visitors go unsatisfied, with a bad impression of the hotel. Hence several steps have been taken to ensure that the work goes in a desirable way:-
The food and service assistant in this particular field of coffee making must have good communication and comprehension skills to understand the preferences of the hotel guests and convey it to the coffee maker with acute promptness. The coffee makers on the other hand must be able to provide for the needs of the visitors exactly the way they want. The strategy that has been planned out to ensure that the operation goes fine is that of a training and an on job training which shall enable the coffee makers to absorb the stress of the job in a better way. The duty hours of the coffee makers shall not be exceeding 38 hours a week, and that shall be strictly adhered to.
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