...1. A. 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. I believe that being a leading hotel in Southern Asia, Penang Mutiara have successfully managed to position itself as one of the most prominent hotel in this highly competitive industry. It is apparent that the hotel’s management has set a clear vision that recognizes the importance of well managed operations; that assures providing first class services for their demanding customers. Penang Island has always been a popular tourist destination; according to (1) the island attracted 5.96 million tourists, ranking third in tourist arrivals in Malaysia in 2009. And considering neighbouring competitors that are embracing similar pricing and service strategies; like Eastern & Oriental, and Shangri-La's Rasa Sayang Resort (2), Penang Mutiara intends to provide flawless quality of services, and to align its strategy with its customers’ needs, in order to provide a value-added personal experience that revives customer’s retention. The Penang Mutiara management has implemented a perfect service quality strategy that the lean on to gain competitive advantage: “it is impeccable service which gives us our competitive advantage, not price.” The hotel invests on resources to retain regular guests rather than attracting new ones; by means of providing impeccable quality of services. This strategy guarantees maintaining high occupancy levels;...
Words: 1540 - Pages: 7
...Indian Ocean Coast. Owned by Pernas-OUE of Malaysia and managed by Singapore Mandarin International Hotels, the hotel’s General Manager is Wernie Eisen, a Swiss hotelier who has managed luxury hotels all over the world. He is under not illusion about the importance of running an effective operation. ‘Managing a hotel of this size is an immensely complicated task,’ he says. ‘Our customers have every right to be demanding. They expect first-class service and that’s what we have to give them. If we have any problems with managing this operation, the customer sees them immediately and that’s the biggest incentive for us to take operations performance seriously.’ ‘Our quality of service just has to be impeccable. First of all this means dealing with the basics. For example, our staff must be courteous at all times and yet also friendly towards our guest. And of course they must have the knowledge to be able to answer guests’ questions. The building and equipment, in fact all the hardware of the operation, must support the luxury atmosphere which we have created in the hotel. Stylish design and top-class materials not only create the right impression but, if we choose them carefully, they are also durable so the hotel still looks good over the years. Most of all though, quality is about anticipating our guests’ needs, thinking ahead so you can identify what will delight or irritate a guest.’ The hotel tries to anticipate guests’ needs in a number of ways. For example, if guests...
Words: 1591 - Pages: 7
