MISSION STATEMENT:

To thoroughly understand the needs of patrons and associates, to consistently surpass their expectations by delivering personal and intuitive services to them.

GOAL:

To be the preferred choice for customers in the hospitality industry.

-: INTRODUCTION :-

Our resort is located at Anjuna Beach – Goa, India. We are the main choice for tourists coming to Anjuna for fun and frolic. Our facilities are according to international standards. We put our guests on a pedestal and make sure each and every guest coming to Anjuna beach resort goes back totally satisfied.

Customer Satisfaction is our main prerogative – to facilitate that, we offer a variety of services; from water sports, 3 swimming pools, a casino, an open air theatre, an underwater restaurant, and many more....

SERVICE QUALITY STANDARDS AND GUDIELINES:

The staff needs to be dressed professionally and appropriately at all times.

The reception will be manned at all times and under all circumstances.

During shift hours, the front office staff are discouraged from talking to each other unless, with regard to work.

Customer Service Representatives will be available at all times – 24/7.

It is mandatory for the managers of various operations to speak with as many guests as possible and collect feedback.

We encourage all our employees to converse with the guests and collect feedback.

No fraternizing with the guests or any other employees – only on a professional basis.

Employees need to have a world class education and make decisions swiftly.

In case a customer/guest is upset –the staff needs to make sure they can satisfy the customer – our mantra is – the customer is KING.

Room Service must be swift and punctual. We allot a maximum of 15 minutes for the service to be provided.

Housekeeping personnel need to seen but not heard – Thieving or any sort of pilfering will be strictly taken care of.

There will be sign boards at all areas of the resort and beach. – for directions and safety purposes.

No littering allowed. There will be garbage cans placed at strategic places all over the resort.

The food, at the restaurant, kept on the counter for more than one hour will be disposed of.

Quality and quantity of food and beverages must be consistent. We have an open

kitchen so that the guests can see the food being cooked and how it is cooked.

If the chef or any of the kitchen staff are not well, they will not be allowed to come into the kitchen – we do not want the risk of any of our guests getting sick or the food getting contaminated.

Security must be tight – the security personnel will make rounds across the resort every hour - this will a on a rotation basis.

There will be checks on safety equipment every fortnight. There will be a fire drill, in which all the employees must

participate, once in two months. –the employees must know how to behave and take care of guests in case of emergency.

Equipment must be up-to-date and branded - Maintenance personnel will come every week to check.

Routine checks – once in a week – will be done to make sure all the quality standards are being followed.

EMPLOYEE TRAINING METHODS AND TECHNIQUES

Orientation:

Each new employee coming in to our resort will take part in the orientation session, where they will be given an overview of their duties and introduced to the other members of our organization.

During the orientation, we will brush them up on customer relations – how to handle different situations, to learn to make decisions on their own and so forth.

Non Supervisory training – on the job training:

Without supervision Provided to new employees by old employees. A new employee works along with an experienced employee. This method makes them familiar with the physical and social

factors surrounding the job by providing information on work environment.

It is a fast way of training.

Vestibule Training:

In this method employees are taken through a short course under working conditions that approximate actual shop or job conditions.

Advantage – we can get large number of employees in a short time period without disturbing the flow of our resort.

These employees will be placed in the kiosks at the resort.

Internship:

Is a work and study programme – for practical experience Time period – 3-5 months This is a cheaper way of getting employees as students do not get

paid as much as experienced employees would, and they can fill the part time requirements of the resort.

External Training:

Short Courses - we send our employees for short courses, so that they can re learn the basics of the hospitality industry.

Basically for employees that do not meet the quality standards of our resort.

Supervisory:

For promotion purposes To check whether employees are doing things correctly, and to

empower them to take on more responsibilities.

Feedback sessions:

Each operations manager needs to conduct a weekly feedback session with the employees under him/her.

This will be informal and more of a motivational type of training, where everyone shares their views and discusses problems and how to solve them.

The employees doing well will be praised during this - improves morale.

Retraining:

To upgrade employees so that they can meet the challenges of hospitality innovations.

Outdoor Training:

We plan to send our top managers and supervisors on a weekend trip, where they will be taught the skills of team spirit and leadership through outdoor activities.

Role playing activities will also be conducted there, alongwith seminars held by top hospitality trainers and other managers.