New World Petaling Jaya Hotel: Management Project Analysis

This project analyzes the operations and management of the New World Petaling Jaya Hotel, focusing on various aspects of hotel management including reservation, check-in, stay, check-out, and survey processes. It examines areas for improvement such as housekeeping and customer service, proposing strategies to enhance guest satisfaction and optimize revenue generation. The project suggests restructuring customer interaction methods, emphasizing staff training and efficient resource allocation based on peak customer arrival times. It also addresses the importance of hotel layout in ensuring guest convenience and satisfaction, recommending improvements to enhance accessibility and mobility within the hotel's facilities. References to relevant academic sources support the analysis and recommendations.

Running head: HOTEL MANAGEMENT
HOTEL MANAGEMENT
Name of the Student:
Name of the University:
Author Note:

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3a)
The process design for the hotel involves a five stage process. These include
reservations, check ins, stays, check outs, and surveys.
The first part is reservation. In this stage, a guest books a room for himself or herself,
based on the availability of the rooms. This can be done via phone calls to the sales
executives or the reception, or via email and even websites. The rooms are reserved for the
date and time for which the guest wants to have that room. After that, the guest checks in. In
this stage, the guest gets the keys to the room, and gets his or her name and signature on the
register, as a measure of proof that the guest is indeed staying the room which he or had
booked for. It is also the stage in which the guest agrees to abide by the rules of the hotel
After that, the guest gets the room to his or her name for the stipulated time to stay in. Once
that time is over, the guest can either extend the time of stay by extra payment, or choose to
check out. In check out, the guest signs again on the register, as a proof that he has left the
building, and agrees on other terms and conditions. The final part is the survey, in which
evaluation is done on the quality of the guest and the quality of services provided to him or
her.
3b)
The management of the hotel should measure the monthly financial performances to
recognize increase in profits. The management of the hotel should have an audit conducted to
ensure that the customers are able to experience full satisfaction. The management should
also review the performance of all the sections of the hotel.
3c)

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As per the area of improvement, it has to be noted that the hotel has been getting
regular complaints about poor housekeeping facilities. Complaints range from poor bed
making, to even late responses to calls for housekeeping. It is suggested that the management
looks into the matter since this is the department that has been getting the most number of
complaints from guests, and is now taking a toll on the brand image of the hotel.
3d)
The hotel should restructure its ways of dealing with customers. First of all, the hotel
should recognize the times during which maximum customer arrival takes place like the in
morning or evening. Secondly, the hotel should recognize the months during which most of
the customers visit the hotel. The human resource department in collaboration with the
marketing and the reception department should the make estimates of the staff requirements
during those time. The human resource department according to this estimation should recruit
staff members. This would result in acquisition of sufficient staff members in terms of
numbers to attend to the needs of the guest efficiently. The human resource department along
with order departments like F&B should arrange for training of the staff. The departmental
heads of every department should monitor the performance of the subordinate employees
under their control. They should point out the flaws or areas in which these staff members
would require to improve. Then the departmental heads should prepare the training plans to
address the training needs of the staff. Provision of training would improve the skills and
competencies of the employees to attend to the needs of the customers. This would lead to
satisfaction of the customers which would lead to higher revenue generation of the hotel.
3e)
Layout refers to the designing of the rooms and other facilities in hotels and offices in
order to ensure easy access of the users of the facilities to the same. The management of the

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hotel should identify the features in the existing layout which may responsible for causing
mobility problems among the guests, thus causing dissatisfaction among the latter. For
example, the restaurant area is very far from the rest rooms or the reception area is far away
from the entrance. The management after recognizing these layout based issues bring about
improvement in the layout in order to enhance the convenience of the customers. The
customers would be able to get access to the facilities which the hotel has to offer easily. The
free guest movement would cause convenience to the customers, thus maximizing their
satisfaction. Thus, it is evident that change in layout in alignment with the expectations of the
customers would maximize the satisfaction of the latter, thus maximizing the revenue
generation for the hotel.

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References:
Al-Azzam, A.F.M., 2016. The impact of customer relationship management on hotels
performance in Jordan. International Journal of Business and Social Science, 7(4), pp.200-
210.
Diffley, S., McCole, P. and Carvajal-Trujillo, E., 2018. Examining social customer
relationship management among Irish hotels. International Journal of Contemporary
Hospitality Management, 30(2), pp.1072-1091.
Rahimi, R. and Kozak, M., 2017. Impact of customer relationship management on customer
satisfaction: The case of a budget hotel chain. Journal of Travel & Tourism Marketing, 34(1),
pp.40-51.