Operational Plan for Hotel Futura: Utilizing Indoor Lobby for Morning and Evening Tea

Hotel Futura has developed an operational plan to utilize the indoor lobby for morning and evening tea. The plan includes aims and objectives, SWOT analysis, legal requirements, resource requirements, contingency plan, timeframe, and consultation requirements. The plan also discusses the job description of food service staff.

Running head: DIPLOMA OF HOSPITALITY
Diploma of hospitality
Name of the student:
Name of the University:
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Assessment 2
Part A Developing Operational Plan
Business Overview
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.
Aims and Objectives of the business
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 –
 To provide guests with excellent services and luxury that would satiate their needs.

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 To maintain the services and facilities of the hotel that would give the guests a
homely feel.
 To train and develop the staff members sufficiently in order to enable them with skills
that would help them to excel in their job role.
 To build a good reputation of the hotel so that it could attract maximum amount of
guests to its hotel.
SWOT analysis
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

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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.
Legal requirements
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

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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 –
1. Prohibition of the use of hotel facilities in case:-
 The guest or guests are involved/associated/engaged with any of the criminal activity
or organised crime groups or a gangster.
 The guest possessing any arms or weapons of any kind that would cause terror and
discomfort to other guests.
 The guest does not have any valid photo identification document at the time of
registration.
 The guest does not attain the legal age and is still a minority.
2. Prohibited activities
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:-
 Bringing pets which comprises of birds, animals unless it is approved by the hotel
authorities.
 Items or devices that possess extreme odour or sound that may cause a disturbance to
other guests.
 Inflammable and combustible items for instance gunpowder or volatile oil as such.
3. Payment
 A guest staying at the hotel and using other services of the hotel such as restraint,
bar/lounge, gift shops and others may settle at the front desk of the Hotel

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simultaneously during the check out from the hotel. In order to do so, the guests are
required to show the key of the room they are staying in at the time when the charges
of the services are incurred.
 If any of the payments of the charges that came along with the usage of services fails
to be paid by the guest then the hotel authorities have the right to take all the
necessary counter measures against that particular guest.
4. Other provisions
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.
Resource requirements
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.
Contingency plan
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.

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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.
Timeframe to implement the operational plan
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.

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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.
Consultation requirements
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.

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Part B Planning Resource Acquisition
Discussion of the findings
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.

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Overview of Standard Operating Procedures
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:-
- Staff shall be hired on the basis of their qualification and their expertise in the field
they shall be performing, and shall be made to undergo training to get them
acquainted to the work culture of a hotel.
- Staff shall be uniformed and well groomed as per the code of conduct and standards
of decorum agreed upon internationally to generate a feeling of professionalism in the
hitel oremises
- The operation of the new coffee machine shall be very meticulously taught to the
coffee makers by the head chefs who have an understanding of the flavour
combination and the variations of the coffee.
Job description of food service attendant
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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