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Baderman Island Resort

Name: Georgia Lambrou

Course: HM 475

Executive Summary

Baderman Island Resort is a privately owned enterprise in the United States. The hotel deals with accommodation facilities, conference services along with restaurant services. Besides, being managed by a CEO and hotel manager, the Baderman Island Resort has four permanent employees. The resort is made of 10 single rooms and 20 double rooms fitted with air conditioning. Additionally, each room contains a mini-bar, TV, telephone and a shower. More so, bar, buffet breakfast services are available to customers. Other services include a furnished apartment for guests wishing to stay a little longer within the premises.

The main objective of this paper is to prepare a service delivery model for this resort as a way of determining its feasibility of hosting the event that Moray Enterprises is planning to do. The service delivery model will be prepared from operations point of view. The paper will analyze the integration of events, lodging, food and beverage, events and recreation as well as facility management operations. Alongside this, the effect of convention on the various segments of hospitality business such as lodging facilities, events and recreation and food and beverage will be analyzed. Finally, a responsibility matrix will be created for each business segment.

Operations Management

Since the Customer is the king, the operation management pays special attention to the way the resort, in the various business segments to respond to customers’ needs and demands on time. With the aim of sustaining customer loyalty and satisfied, each segment gives priority to the way it responds to the needs of customers. Some of the factors include; courtesy, friendliness, fast attendance to customers. Again, the resort has wireless internet connection installed within the premises to boost its operations. This internet connectivity for instance, offers an added advantage to maintain customer comfort. It was also felt that balancing customer flows during peak and low seasons to avoid congestion that could compromise the capability of the personnel.

The resort is located in a strategic location. Because of this, it has been receiving a large number of business organizations, government agencies and tourists, and as a result, the customer turnout is likely to be high. The resort also offers its services at a relatively lower price that would aid in attracting customers and maintaining them, this has helped in giving the hotel a competitive advantage.

The main opportunities of the hotel are that it would be able to attract the consumers who cannot afford the present expensive catering services, accommodation and conferencing services offered by the already established resorts. The hotel has been employing the most experienced personnel from reputable learning institutions and universities who have all the skills and knowledge in the hospitality industry. Because of the factor of being near a tourist site, and hence having tourists as part of its clients, the hotel has embraced racial diversity in its workforce. This has worked wonders since the staff has the ability of getting along with different cultures and races.

The resort is employing some business strategies to achieve its goals. In order to carry out its operation missions, the business has several goals. They include raising repeat guest numbers by a percentage higher than 7 percent, annual 2 percent increase in the average level of occupancy of the hotel and reduction of the time taken to check-in and to check out. Other non-core goals include periodic review of the catering services and performing repair, maintenance, and replacements where possible.

The mission statement of resort is to offer authentic catering services, accommodation and conferencing services to the customers. The hotel mainly focuses on private businesses, travel vacations, and those travels relating to group meetings at an affordable rate. An emphasis is put on high standards in the qualities of rooms, food, and drinks and beverages. The hotel gives positive returns to its owners and investors and to facilitate this, the hotel staffs are highly trained. In addition, they have experience in the field of catering besides having work motivation and gusto (Westwood & Institute Of Directors, 2002).

The resort’s size is another vital strength thought to support its existence. The size of the resort is so big that it can accommodate 1000 people at a go. Its accommodation rooms are divided into single rooms and double rooms. Single rooms are meant for single customers while double rooms are meant for spouses and families. Being relatively large, with enough workforces, customers’ needs can be served adequately without having to fatigue the workers like in the hotels with few workers. This creates a home-like feeling among the existing and the new customers. Most of the services have not been outsourced, which is strength since customers enjoy being served by the same staff each time they visit the premises. For instance, if housekeeping staff is under the same management it makes it easier to communicate with the relevant personnel who boost trust and confidence from the hoteliers. Information from the customers also shows that the staff is warm, kind and motivated as compared to other hotels (McDonald, 2011).

The environment within and without the resort is kept very neat. Starting with garbage disposal, the resort is in full compliance with the environmental regulations. It disposes its garbage properly making its environment look neat and relaxing. Inside the resort, cleanliness in all the units, for instance catering units, accommodation units and conferencing units is highly upheld. They catering segments embrace a great deal of hygiene, always serving the clients with the most hygienic ways possible.

It has modern facilities in the conferencing units. These include comfortable seats, air conditioners, and sufficient ventilation, presentation equipment like projectors and screens and tidy conference rooms. There are washrooms attached to each conferencing unit, and this ensures that the clients do not have to waste a lot of time getting out of the conference rooms and taking several minutes to look for the washrooms.

The interior of the resort has incorporated modernized furniture with various cultural setting as a way of maintaining the different cultures and origins. In addition, the hotel is to embrace high levels of technology in every sector to ensure efficiency and cut down the amount of labor on each worker. The services organized into several departments, which will be, controlled in one point. In doing so, there is a smooth slow of resources per sector. This makes the delivery services effective. The management of the company is done in accordance with objectives form that would ensure the industry runs mainly according to the formulated objectives (Furterer, 2009). The rooms in the hotel are very spacious enough to incorporate the number of guests allocated to it. The rooms are cleaned two times each day to enhance hygiene and they are incorporated with a free Wi-Fi (Westwood & Institute Of Directors, 2002).

Product

The products offered in the hotel are mainly to meet the needs of the target market, which are business organizations, tourists and the local surrounding people. The products of the hotel are mainly catering, conferencing and accommodation services. The hotel aims at fostering and maintaining the quality of the services offered as a way of keeping its customers satisfied. In addition, the hotel welcomes opinion from customers on the services they would like to improve and those that they want maintained as a way of improving the level of customer satisfaction (Doole & Lowe, 2008).

Place

The set-up of the hotel is in a position that attracts customers from various government agencies and business organizations as well as tourist nations. The facility can be easily accessed through road and sea transport. The adventure and privilege of travelling on water further add spices and flavors the resort. In terms of distance, the resort is not isolated or cut away from social services like hospitals, banking institutions and transport services. This centrality further raises the operational levels of the resort by giving its customers an almost all-under-one-roof scenario (Doole & Lowe, 2008).

Price

The services offered are to be at a price slightly lower than those offered by competitors are. As a result, the business has been receiving more customers, who have sustained its operations and aided in keeping the levels of profits constant. The frequent customers in the hotel have also been receiving discounts on the services offered as a way of keeping them. In addition, the hotel will also offer credit services to the credit worthy customers established through analysis of past credit transactions (Doole & Lowe, 2008).

With the analysis of the way the different business segments are integrated, it is clear that the resort is in the best position of hosting the Moray Enterprises. The fact that employees are recruited from diverse racial and cultural settings means that the resort is in the best position of handling clients from a transnational organization. From the sales lead received from the Kelsey Visitor’s Bureau, the following recommendations are made in response to it.

Considering the booking status, the 800 people attending the meeting will be accommodated well since the rooms already booked during the conference period are 200, meaning that it the company has a better chance of being accommodated. Also from the above analysis, it is clear that the resort meets the needs of the different guests profiled in the sales lead. The fact that the resort also has diverse employees means that it will be in a good position to handle the foreign clients.

Responsibility Matrix

Activity	Simon	Bill	Tom	Celline	Mary	Craig
Food and beverage	R	A	I	C	C
Accommodation	I	A	C			R
Conference Room	R	A	I			C
Recreation	R	A	I	C	C	C

References

Carroll, A. B., & Buchholtz, A. K. (2010). Business & society: Ethics and stakeholder management. Mason, OH: CL-South-Western Cengage Learning.

Doole, I., & Lowe, R. (2008). International marketing strategy: Analysis, development and implementation. London: Cengage Learning.

Furterer, S. (2009). Secure Operational excellence. Basics of BPM. Industrial Engineer IE, 41(4), 43-47.

Luther, W. M. (2001). The marketing plan: How to prepare and implement it. New York: AMACOM.

McDonald, M. (2007). Malcolm McDonald on marketing planning: Understanding marketing plans and strategy. London: Kogan Page.

McDonald, M. (2011). Marketing plans: How to prepare them, how to use them. Chichester: Wiley.

Sekhar, G. V. S. (2009.). Business policy and strategic management. S.l.: I K International Publi.

Westwood, J., & Institute Of Directors. IOD. (2002). The marketing plan: A step-by-step guide. London: Kogan Page.