Business Plan for Holiday Service Backpacker in New Plymouth, NZ

This report presents a comprehensive business plan for "Holiday Service Backpacker," a proposed accommodation service in New Plymouth, New Zealand. It begins with an executive summary and introduction outlining the business's aims. The plan details the service concept, including organizational structure, service experience, and expected outcomes, emphasizing benefits like affordability and social interaction. It identifies competitors like Ariki Backpacker and outlines the unique selling propositions. The report includes the business's vision, mission, and goals, along with a balance scorecard and a strategy map to guide its development. Furthermore, it describes standard operating procedures (SOPs) for critical functions like attending calls, check-in, and check-out, and also discusses managing both internal and external customers and the supply chain. The plan aims to establish a strong market presence through superior customer service and affordable pricing.

“Holiday Service Backpacker”
(New Plymouth, New Zealand)

Executive summary
The report shows that the Holiday service backpacker form strategies to operate sustainably.
The accommodation provides services which are aligned to the requirements of customers.
The report also shows that the success of the business organisations to thrive in extremely
competitive tourism markets like Australia develop on the hospitality firms’ capacity of
developing their own unique selling proposition. The report shows that the organisation under
study namely, Holiday service backpacker has succeeded in establishing itself in Australia.
The firm has succeed in offering superior customer services to ensure customer satisfaction
and revenue generation.

Contents
Executive summary............................................................................................................2
Introduction:.......................................................................................................................4
Plan:....................................................................................................................................4
Organization: -...................................................................................................................4
Organizing idea:.................................................................................................................4
Service concept (summary):...............................................................................................4
Service experience:............................................................................................................5
Service Outcome: Benefit, emotion, and value..................................................................5
Benefits:.............................................................................................................................5
List of main competitors (Minimum 2)..............................................................................6
Vision, mission and goals:.........................................................................................7
Vision:........................................................................................................................7
Balance scorecard...............................................................................................................8
Strategy map.....................................................................................................................10
Standard operating procedures:..............................................................................10
Managing both internal and external customers..............................................................24
Supply chain.....................................................................................................................25
Conclusion..................................................................................................................25
References:................................................................................................................26

Introduction:
The aim of the report would be forming of a business plan to launch a business
venture called Holiday Service backpacker. The business would provide affordable and
quality accommodation services to travellers.
Plan:
Service concept:
Organization: -
Holiday service backpacker
Organizing idea:
This backpacker provides quality services to visitors with better accommodation
facilities.
Service concept (summary):
There are various rooms for different people with different budgets (single, sharing,
dormitory), free Wi-Fi, lockers, clean and big toilet, ample parking space, well equipped
kitchen with all the amenities (utensils and gas), 10minutes’ walk to the main city,
spacious dining area and lounge, friendly and helpful staff.

.
Service experience:
 Kitchen facilities such as Ovens, Freezers, Stove tops,
microwaves, etc.
 Game rooms, Comfortable accommodation
 Relaxing environment
 Friendly environment
Service Outcome: Benefit, emotion, and value
Benefits:
 Cheap and affordable price
 Located in the heart of the New Plymouth city
 Meet different people and make new friends
 Organize Indore activities
 Free-Wi-Fi
 Family environment
 Large parking area
 kitchen dining area

 Varieties of room option to the customer
Emotions: happiness, enjoyable, fun and relaxing and chance to meet and
interact with people with different cultures and background.
Value: cost of bedrooms is affordable, quality communal and facilities. It
can be stated that it is pocket friendly and value of service.
List of main competitors (Minimum 2)
As this concept is going to be introduced for the first time in New Plymouth, it
will be a major accommodation service concept of the business. But a couple of
backpackers in the main city can be considered as competitors considering the
quality of accommodation services.
The similar concept of live different backpacker has been introduced in New
Plymouth in name of Holiday service backpacker. This can be a competition in
the further as expanding the business to the whole of New Zealand is long term
goal of Holiday service backpacker. But considering the present situation, main
competitors are Ariki backpackers, Surflower lodge, Egmont Ecolodge etc.
As we are a start-up, so our main goal is to create a brand value in the market by
providing excellent customer service to our guest at affordable price.
We want to attract guests who love to enjoy holidays either with family or
alone. Our accommodation facilities are such that it can provide them a home-
like feeling even when they are holidaying. The game rooms are for both young
and adults to enjoy and have fun. We also have different indoor activities which
will keep people busy and make their leisure time livelier. Those who prefer to
travel alone will have an opportunity to meet new people and enrich their travel
experience with them. Our location is a big plus point. Being located at the heart
of the New Plymouth city, we can offer our guests with all the urban
conveniences at a stone’s throw distance.

So far as the service of our hospitality business is concerned, we are offering the
best service at the most reasonable price. Be it the room rent or diverse options
in room or the laundry service everything is within the budget of our guests.
Our kitchen is equipped with all the required tools to handle variety of customer
requirements. The kitchen dining area is the best place to spend quality time
with family or engage in discussion about culinary delights of the world with
newly met friend.
Holiday service
What is the differentiator between you and the competitor (unique selling point USP)?
1) Superior accommodation facilities like spacious rooms with locker facilities
2) The pricing of the accommodation are fixed according to the needs of the customers. For
example, single accommodation facilities are available for solitary travellers while dormitory
facilities are available for groups of travellers.
3) Facilities like kitchens along with utensils enable the accommodators to cook food for
themselves.
4) Accommodators can meet people from different cultures which enhance their cross
cultural knowledge.
5) Lounges and dining areas which are very spacious.
Vision, mission and goals:
Vision:
The vision of Holiday service backpacker consists of three main pillars. The first
pillar of the business vision gaining high market position. The second pillar of the vision of
Holiday service backpacker is to provide superior accommodation services to customers to

ensure customers satisfaction in order to create an immense base of loyal customers who
would use the service of accommodation facility on regular basis, thus generating repeat
business. The third pillar of the vision of the backpacker accommodation is to provide more
superior services to customers in order to ensure the first vision.
Mission:
Provision of superior and secure facilities to customers as per their preferences in
order to ensure customer satisfaction. The analysis of the case study also reveals that the
mission of Holiday service backpacker is also to generate revenue and competitive by
ensuring customer satisfaction.
Goals: Holiday Service Backpacker wants to be the best backpacker in the
town.
 To become the market leader in 2 years.
 People should remember us by us by our excellence in
service.
 To provide nice accommodation service and excellent
services to our customers.
Balance scorecard
“Create your balance scorecard covering all factors (Financial, Learning and growth,
customers and internal business)”
First, One overall my company balance scorecard

Second, ‘Two department front office and housekeeping balance scorecard
Vison and
mission(mentioned
above)
Financial (Revenue
generation by
providing
affordable
accommodation to
Internal
processes(Training
of employees and
professional
planning)
Organisational
capacity(High)
Customers
(Accomodation
seekers)
Vison and
mission(mentioned
above)
Financial (Revenue
generation by
providing affordable
accommodation to
Internal
processes(Training of
employees and
professional planning
of Front office and
house keeping
department)
Organisational
capacity(High)
Customers
(Accomodation
seekers)

Strategy map
“Create a strategy map ensuring that it matches the balance scorecard)
Standard operating procedures:
TITLE: SOP NUMBER: EFFECTIVE DATE:
Holiday Service
Backpacker
01 13/06/2019
APPROVAL BLOCK
APPROVALS DAT
E
SIGNATURE
PREPARED BY: - Front Office
Management
forms
decisions
Managers
communicate
the
instruction
top lower
level
employees
Employees
execute
orders

REVIEWED BY: - Owner
APPROVED BY: - Owner
TESTING PERIOD:
SOP: - 15 Days
KPI: - Daily
REVIEW PROCESS: - Monthly
PURPOSE: - ATTENDING CALL
SCOPE: - Front office department
REPONSIBILITIES: - Front Office Manager
PROCEDURE: -
HOLIDAY SERVICE PROVIDER BACKPACKEK
1. ATTENDING CALL:
Step 1 Response the telephone calls among three rings
Step 2 A welcoming friendly whereas respondent the calls
Step 3 Font office. however, please could I be of service?” (External calls) and
“Good morning, afternoon, evening operator.
Step 4 Using clear diction, language and pronunciation whereas respondent the
calls personalize the decision.
Step 5 Answering the phone calls by saying: Thank you for calling Holiday
Service Backpacker, how may I assist you today?

Step 6 The receptionist listens to the query or the requirement of the customer concerned and
tries to give an appropriate answer.
Step 7 If providing a proper reply to the query of the customers requires involvement or
cooperation of any other department, he/she would request the customer to stay on hold till
the call is transferred to the concerned department.
KPI’s………………...
MEASUREMENT TARGET SOURCE FREQUENCY
1. Revenue generation Earning high revenue Profit and loss account To be reviewed
monthly.
2. Generation of high
net profits
Reducing expenses Profit and loss account To be reviewed
monthly.
3. Customer
satisfaction
achievement
Generation of repeat
business
Customer registers and
records
To be reviewed
monthly.
4. Ensuring employee
satisfaction
Retention of
employees
HR records To be reviewed
monthly.
5. Ensuring reduction
of wastage of
resources
Reduction of wastes
by recycling the
wastes to the extent
feasible
Waste disposal records Daily