Operations Objectives at the Penang Mutiara

Much will depend on the quality of the products or services. How we deal with customer enquiries or complaints can be just as important.

Speed is also important inside the operation. If the movement of materials and information is not quick enough, this could delay the process of serving the customers as quickly as possible.

In Bangkok, Thailand, a group of financial investors invested in a hotel called The Regency Grand Hotel. This hotel is the most cherished hotel in town, where the employees and guests enjoy spending time at this five-star hotel. This place hosts approximate 700 employees that give fantastic benefits, year-end bonuses and ensures job security.

Moreover, by all this alternatives the company will get efficient and on time delivery to customers which increase the customer satisfaction too.

competition and provides a commonly requested service. Customers will take notice to the fact that

A doorman can please the customer with a smile and a few words of welcome, but one surly waiter can kill the effect. Or if we keep an executive waiting in his suite in his underwear for his only suit to come back from a one-hour pressing, we could lose a lifetime customer worth hundreds of thousands of dollars. No hotel, however splendid, looks good to someone whose day it has ruined. For example, lodging manager usually work long and irregular hours including weekends, evenings and most public holidays, usually works indoors, and from an

Establishments can try to deliver a competitive advantage by ensuring quality service and reducing customer wait time.

Does the System do what the customer needs it to do in a timely and efficient manner?

Observing from a distance the restaurant seem to operate with about 1 servers depending on number of customers in the system. It took about 1 minute ordering and about 4 minutes for time in system. Depending on the groups of customer coming inside the restaurant. There seem to be more customers entering the system from the back entrance then the main entrance. As rush hour approach at about 11:50 AM the servers seem to expand to servers. Once customer approach the servers in groups of two it took about 1 minute in the system depending on the type of meal. For the food to be process it took about 11 minute for customers to receive their meals. Groups of one seem to take about 2 minutes and 54 second to order their meals. Processing the food took about 9 minutes depending on the type of meal being process. During rush hours the workers perform their job well when preparing the meal their tend to be more focus on the drive thru minimal toward customer inside. Depending on the day rush hour would start earlier and the time in the system seem to be longer when customers order their

3.1 What are the role of technology and the role of operations staff in delivering an appropriate level of service for each hotel?

The average turn from the time customers receive their food to the time they exit the restaurant, is 32 minutes. Additionally, it appears that even the experienced staff has difficulties in serving the customers as the demand exceeds labor utilized creating queues on the weekends of up to 25 minutes.

Hospitality Management is a difficult and competitive market, and any lack in customer service can result in defecting customers or the termination of a relationship between a customer and a service provider. In this paper we will look at Hilton a company that has continually ranked amongst the top ranking hotels and continues to improve. Hilton’s customer service ranks as one of the top hospitality providers in the United States. We will look at the history of how Hilton came to be the name brand it is today and some of their process the used to narrow the customer service gaps such as Hilton Honors, the Hiltons Reservation Customer Care, and RESMAX. We will look at how they look at how Hilton manages the customer expectations through the use of employee training and their decreased the customer service gap through employee retention. We will also look as how Hilton co-partnered with Citibank in order to offer its Hilton Honors member additional benefits in order to keep in line with the customer service that the customers have come to expect.

Customer service is very important element in hospitality industry. A good restaurant or a good hotel always have an excellent service first. Hotels and restaurants put added value in their products and service make guest love it. Some hotels give guest drink when they arrived or prepare small birthday gifts to their loyalty guests. But sometimes hotels spend lots of money to added value of customers’ experience but customers still don’t like their service. So, what’s happening? Hotels gave service and improved service are not customers needed or most needed. That’s the gap between you and your customer. “You know your hotel inside out, but do you ever see it through your guests' eyes? In many cases, there is a disconnect between what hoteliers think

Excellent customer service is a way to set the organization apart from its competitors. Differentiation can be achieved through fast and correct execution of product ordering. To improve on the order process it is important to have the correct information provided in a timely fashion to all divisions. For integration to be successful information must be available throughout the entire supply chain.

2. Flexibility increase speed of response - being able to give fast service for customers depends on the operation being flexible. Flexible operations speedily transfer extra skilled staff and equipment to the urgent conditions and emergencies will provide the service