Analysis of Operational Plan and Performance: The Windsor Hotel Report

This report provides a detailed analysis of The Windsor Hotel's operational plan, addressing performance issues related to staff coordination and customer satisfaction. It begins with an overview of the problems, including high prices and ineffective staff performance, and then delves into performance measurement techniques and operational procedures. The report identifies shortfalls and their underlying reasons, such as a lack of teamwork and customer dissatisfaction with pricing. It then proposes strategies to overcome these issues, including staff training, market analysis, and cost-effective service pricing. The report also discusses potential cost factors and the importance of physical and human resources. Finally, it offers a critical reflection on the project, highlighting challenges and the need for effective management strategies to improve hotel performance and customer satisfaction. The report concludes that implementing an operational plan is essential for The Windsor Hotel's success.

MANAGE OPERATIONAL
PLAN

TABLE OF CONTENTS
INTRODUCTION...........................................................................................................................1
PART A...........................................................................................................................................1
1) Overview and issues occurred in The Windsor hotel.............................................................1
2) Performance measurement including procedures to be followed on......................................1
3) Operational procedure and overview on findings...................................................................2
4) Shortfalls and reasons behind them........................................................................................3
PART B............................................................................................................................................3
5) Strategies to be implemented to overcome the shortfalls.......................................................3
6) Potential and cost factors including physical and human resource aspects............................3
7) Critical reflection on project...................................................................................................4
CONCLUSION................................................................................................................................4
REFERENCE...................................................................................................................................5

ILLUSTRATION INDEX
Illustration 1: Key ingredients of operational plan..........................................................................2

INTRODUCTION
Operational plan management is sum of different strategies for proper management of all
operations of any entity. It also generates variety of ideas for optimum utilization of resources
and funds as well. The present report is based on understanding issues which occurred in The
Windsor Hotel of Australia related to staff members' performance and customer satisfaction level
in respect of cost effectiveness. In this regard, several shortfalls and strategies for
implementation have been described. Thus, students are able to understand various issues and
cost factors of the hotel through this report.
PART A
1) Overview and issues occurred in The Windsor Hotel
Upon analysing performance of the hotel entity from all angles, it is recognised that staff
members were not working effectively. Including this, customers' feedback on its services had
been gathered, which states that high price is charged on food and accommodations of The
Windsor Hotel (Gollenia, 2016). It is done to diagnose actual performance of the hotel entity
which affect further operations to sustain customers' attraction with its food and accommodation
services. For analysing performance management, different techniques are used such as; self-
evaluation, management by objectives etc. In this process, for identifying hotel staff's
performance, we are going to use management by objective method. However, it is linked with
market position and customers' views which is getting down in all perspective. Therefore,
satisfaction of consumers that affect Windsor hotel's effectiveness negatively.
2) Performance measurement including procedures to be followed on
For measuring performance of The Windsor hotel, it is recognised that lack in staff’s
coordination and customers' demand for its services impact on its performance adversely. For
example; Changes in their tastes and lack of adequate fund to purchase new equipment etc. In
this regard, a systematic planning procedure is to be followed on such as; evaluating staff's
performance and customers' views on hotel's services critically (Moglia and et.al., 2015).
Further, preparing and implementing strategies for improving them and strategies for cost
effectiveness to attract customers at maximum level.
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3) Operational procedure and overview on findings
On behalf of identifying issues incurred in The Windsor hotel, an adequate operational
procedure is to be followed which is described below:
Plan Finding and review Time frame Cost incurred on
operation ($)
Preparing strategies According to actual
performance of The
Windsor hotel,
planning made
including cost incurred
on each operation,
time consumed and
ability of staff to
perform in the team.
1-2 weeks 500
Work segmentation
and team building
According to
strategies, work is
segmented among
team members
1 week 200
2
Illustration 1: Key ingredients of
operational plan
(Source: Operational plan, 2016).

according to their
abilities.
Implementing
strategies
All determined action
plans are converted
into implementation.
5-6 weeks 700-900
Performance
evaluation
At the end,
performance of staff
members and
customers' satisfaction
with services of the
hotel entity evaluated
critically.
2-3 weeks 200-300
4) Shortfalls and reasons behind them
According to hotel staff's views, it is recognised that lack of coordination among staff
members occurred due to giving of more priorities to efficient workers. Similarly, motivated
workers even after working hard did not get any reward and appreciation (Peppard and Ward,
2016). However, customers express their opinion that The Windsor hotel charges high cost on its
services affect their satisfaction level.
PART B
5) Strategies to be implemented to overcome the shortfalls
Shortfalls and issues can be overcome by implementing strategies regarding improving
food and accommodation services of The Windsor hotel (Setia and Patel, 2013). However, it can
be done through following below mentioned strategies as:
 Identifying hotel staff's views behind lack of coordination for working in group
effectively.
 Organising training and development program for enhancing their working efficiencies
and encouraging them for effective contribution in team work.
 Evaluate market demand critically and preparing planning procedures to fulfil them.
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 Setting adequate cost for services of hotel in food and accommodation services to attract
and satisfy customers with its services at maximum level.
6) Potential and cost factors including physical and human resource aspects
Analysing hotel and all aspects according to its services affect further implementations
and management of its operations. In this regard, for improving staff's performance, conducting
training programs is essential (Stewart and et.al., 2015). For cost effectiveness on services of the
hotel entity, it is essential to identify cost incurred on purchase of materials, labour and for
additional overhead. It influences price determination and production as well distribution of its
services. Similarly, it is needed to spend adequate cost on expenses for hotel services, it will help
in achieving positive feedback from customers.
7) Critical reflection on project
This project is related to identifying issues in The Windsor hotel as well as ideas for
solving them with proper planning procedures. In this regard, ideas for controlling wastage of
materials have been introduced for adequate production and distribution of its services.
Similarly, ideas for cost effectiveness are generated, affecting project completion and customers'
satisfaction. Including this, different strategies are understood for enhancing working efficiencies
of hotel staff with the help of managing operational plan (Operational planning, 2016). As per
critical evaluation on this, all upcoming challenges in project are recognised. For example; it is
difficult to encourage hotel staff for contribution in team work effectively. Including this, it is
also recognised that differences in customers' choices affect their satisfaction level with hotel
entity's services. Thus, for completion of project, it is required to consider all these factors that
affect services of hotel entity and proper management of all operations.
CONCLUSION
It is concluded that implementing operational plan is essential for effective working of
The Windsor Hotel and its management. In this regard, issues occurred in the hotel as well as
suggestions to overcome them has been understood for the hotel entity. Moreover, strategies for
better staff's performance and cost effectiveness is introduced through this report. Overall, deep
understanding towards increasing performance of hotel entity has been addressed.
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REFERENCE
Books and Journal
Gollenia, L.A., 2016. Business transformation management methodology. Routledge.
Moglia, M. and et.al., 2015. Management and operational needs for urban rainwater tanks.
Rainwater Tank Systems for Urban Water Supply: Design, Yield, Energy, Health Risks,
Economics and Social Perceptions. 78(5). pp.151-179.
Peppard, J. and Ward, J., 2016. The strategic management of information systems: Building a
digital strategy. John Wiley & Sons.
Setia, P. and Patel, P.C., 2013. How information systems help create OM capabilities:
Consequents and antecedents of operational absorptive capacity. Journal of Operations
Management. 56(6). pp.409-431.
Stewart, K. and et.al., 2015. Defining a Maturity Scale for Governing Operational Resilience
CARNEGIE-MELLON UNIV PITTSBURGH PA PITTSBURGH United States.
Online
Operational plan, 2016. Available through: <http://www.leoisaac.com/operations/top050.htm>
[Accessed on 18th September 2017].
Operational planning, 2016. Available through:
<https://www.nifc.gov/PUBLICATIONS/ihog/chapters/2009chapter03.pdf>. [Accessed
on 18th September 2017].
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