BSBADM506B Manage Business Document

BSBADM506B – MANAGING BUSINESS DOCUMENT DESIGN AND DEVELOPMENT

Fairview Hotel & Restaurants

ACCESSMENT PART A

Prepared By: Mihir Mehta

STUDENT ID: TEDI2596

Table of Contents

1. Business Overview........................................................................................3

2. Products/Services.........................................................................................3

3. Market Analysis.............................................................................................7

4. Creating Documentation Standards...........................................................7

5. Developed documents and templates........................................................7

6. Manual and Online Booking System and staff training:.......................26

7. Summary of the opening new business and future improvement:.....30

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1. Business Overview

A Fairview hotel is your home or office away from home, complete with

separate living, dining and sleeping areas, separate work stations and

fully equipped kitchens and laundry facilities.

These features, unique to serviced apartments, allow you to cook your

own meals, do your own laundry, and relax with plenty of space.

Our regular housekeeping, valet laundry and dry cleaning services,

baby sitting booking service and selected local restaurant chargeback

arrangements are options our guests find invaluable.

Fairview hotel attracts guests who stay for days, weeks or months at a

time. The combination of flexible accommodation and services make

our guests feel like they never left home.

2. Products/Services

The FAIRVIEW APARTMENTS are fully furnished & serviced. They are set in 5-acres of beautiful gardens. All apartments have a high speed wired internet connection, an electronic safe and a modern telephone system providing Direct Dialling, Voice Mail, Wake-up calls etc. Also included is Satellite TV providing CNN, sports and movie channels etc. The Hotel also has laundry facilities and ample water storage tanks plus a borehole and two 300 KVA standby Generators. There is ample and covered car park facilities and outstanding security (Please ask for more details). Tenants can safely walk around and enjoy the gardens, choose from the Hotel’s four restaurants and room service, utilize the swimming pool, gym, business centre and the 24 hour reception. The entire five acre property has a Wi-Fi network. Besides;

Business Centre

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The Fairview Business Centre, remodelled recently, offers an outstanding environment for conferencing guests as well as for those guests without laptops. The PCs all have the latest Operating Systems and enjoy close to 10 MB of bandwidth! For those without wifi cards, you can plug your laptop into our ethernet point at the Business Centre (at no charge!). Our photocopying machine and printer can handle serious volume.

First Class LoungeFirst Class Lounge

Guests in our First Class rooms enjoy complimentary access to the lounge. The lounge is located above the breakfast area and is open between 6:30 a.m and 11:00 p.m. In the Lounge one can enjoy complimentary access to 2 PCs, a range of newspapers and magazines, cappucinos and fresh fruit all day long and various other benefits!

Internet in the RoomsInternet access in the rooms

We have 2 options for guests requiring internet access in the rooms. The first is wireless access (Wi-Fi). 97% of our rooms enjoy Wi-Fi access so please check with Reception to determine whether wi-fi is available in your room (Ofcourse, all public areas also have wifi coverage). The second option is a wired ethernet connection – however, only our First Class rooms have this option.

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Swimming PoolSwimming pool

Another fairly recent addition to The Fairview is the beautiful swimming pool. Situated near the gym, the pool is for residents only and is open from 7.00 am to 6.30pm daily.

GymGym

The Bridge to Fitness, surrounded by lush vegetation with plenty of natural light and fresh air, contains the latest equipment by LifeFitness, Techno Gym and Cybex: 2 treadmills, a recumbent exercise bike, a cross trainer, a Concept 2 rowing machine, free weights, leg press calf extention, a Multi-Gym and a few other of the basics. The gym is only open to hotel and Apartment residents.

Fairview hotel provides different dining experience with many restaurants as below:

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The Mukutan Garden Café is without a doubt the best place in Upper Hill (perhaps all of Nairobi) for top-notch coffees and light/quick meals such as gourmet sandwiches, pizzas, Quesadillas and Nairobi’s best Sushi. The Café overlooks the most beautiful water feature in East Africa. The cocktails are often very popular after a long day at work! Mukutan: Swahili for meeting place

This restaurant, adjoining the Swimming Pool, offers a full range of international cuisine in a casual environment. Its bar is a favourite with residents in the evening. Enjoy a 21 day aged steak, char-grilled in our Josper grill by the swimming pool.

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BSBADM506B – MANAGING BUSINESS DOCUMENT DESIGN AND DEVELOPMENT3. Market Analysis

Today, the hospitality industry is booming worldwide and many people will be coming from different country to travel, having holidays and business prospects. The Fairview hotel and apartments located locally at the moment but their target will be become nationally in the next five years. There are completions with other competitors to provide similar products and services to the clients as other companies provide, it has been challenging in this industry to establish new business. But, having marketing and product/service survey from different businesses, people and clients to obtain information like what kind of services, product, satisfaction, improvement, entertainment and their desire to fulfil and giving them importance with our service. On the other hand, we also offer them competitive price rather than other hotels and restaurant may not be offered for their food and accommodations, we will supply and taking care of their all kinds of needs.

4. Creating Documentation Standards

There will be six different types of documents standards taking in to consideration that as of menu of food, brochures, invoice, feedback form, licence of selling alcohol, business registry.

Food menu and brochures will be creating with using adobe photo shop programme in the computer that we can use our apartment’s room photo with description and features, then we will give them to printed out in bulk quantity to stored and distribute for our marketing and advertisement to send this information to the civilians and local business as we can introduce as a new business in the market.

Licence of selling alcohol and business of registry will be obtained via local government authority and it will be stored in owner’s office or at the reception of the Hotel.

Invoices and feedback form will be generate via computer programme and stored in the central computer system.

5. Developed documents and templates

First of all, I would like to introduce with our future (Example) food menu and brochures that created in adobe photo shop software with all information regarding food, apartments and other facilities to provide in our hotel. As mention below:

This is the brochure for apartment with mentioned providing room facility as below (future example):

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This is the food menu for our best restaurants in the hotel & apartments as below (future example):

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BSBADM506B – MANAGING BUSINESS DOCUMENT DESIGN AND DEVELOPMENTThese documents provide example of business registration certificate and Licence for selling alcohol as below (future example):

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These are the tax invoice and feedback form that can be created by computer system as below (example only):

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6. Manual and Online Booking System and staff training:

Nowadays, all the hotels and restaurants are having their own online computer system for booking room or table for lunch and dinner. That’s mean that people can stay home and with assistance of internet, they can approach to the particular business website and there is a function that they can put their request for their needs. This is called automation system. It has all facility like booking time, customer name, advance payment method and notification

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BSBADM506B – MANAGING BUSINESS DOCUMENT DESIGN AND DEVELOPMENTfor their booking request. Here I mention under process our automation systems features as below:

As you can see above, this is the model of the webpage, also there is in a centre with pointing arrow to redirect with online request system.

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As you can see above, this is a online booking webpage that the customer put their request for room booking, checking all room availability, services, price and making payment with credit card. As we mention below:

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Here you need to put customer’s details like name, contact details, addresses, email, and other requirements. As below

This can be same computer system as on the reception at the hotel. So they are using same online system for all access. After completed all the details

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BSBADM506B – MANAGING BUSINESS DOCUMENT DESIGN AND DEVELOPMENTand payment can be made then the confirmation page will be appear and system will send an email to the customer for their booking.

Staff training for customer service

Greet the Customer Use a friendly, warm, professional greeting each and every time!

Demonstrate to the guest a sense of urgency and professionalism. Discover What the Customer Wants Make sure that you have the product available that the guest wants.

Utilize the features before price selling strategy. Negotiate when necessary. Refer when necessary.

Deliver What The Customer Wants Provide each guest with information that will assist the guest in getting

the most out of their stay. Offer restaurant, and activity suggestions. Make sure that you are efficient and knowledgeable.

Wow The Customer by Going The Extra Mile Look for ways to exceed each and every guest’s expectations.

Conclude your guest contact with a genuine and heartfelt “Thank You For Choosing Us”

Win The Customer Over By Delivering Exceptional Service If you follow all of these steps completely you will win the guest’s

loyalty and future business.

7. Summary of the opening new business and future improvement:

As we mention above all the details of the opening new business and necessary documents to start and marketing our business to the local people and businesses as well as relevant computer system that makes business process more reliable, quick, and hassle free.

1. Before, we need to open business; we have to start to give advertisement in radio, newspapers and delivering via local brochures distributors.

2. As soon as hotel and restaurant nearly built; we require relevant staff for hotel and restaurant, like manager, marketing person, supervisor, chefs, housekeepers, waiters, and recreationalist.

3. Once employed necessary staff to provide them training and company policy to deal with clients and customers.

4. Train your front desk staff in upwelling. If a customer has booked a basic room at a reduced rate, offer him the option to upgrade to a better room at check-in time for a slightly higher rate. Prompt staff to always make this attempt and empower them to offer certain extra amenities or a better tier of rooms to encourage customers to spend more. They must also know how to respond graciously when customers decline up selling offers.

5. Improvement policy will be effective to increase our business for future prospective as mention below:

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6. Form partnerships with other local businesses that allow you to offer added value to guests. People often look for the option that gives the most return for the least investment. If travellers are going to stay in a destination and plan to visit popular sites while they are there, you can draw them to your property by bundling the cost of accommodations with the cost of entertainment at a reduced rate. Creating different partnerships for travellers with different interests is an effective way to ensure the entire tourism market is covered. For example, one package can offer reduced admission to local art museums with a two-night stay while another couples accommodations with ski passes. You can advertise these on your hotel's website as well as those of your partners.

7. Sign contracts with travel agencies, online travel sellers and local tourism boards to get your hotel's name out there and visible in the larger travel community -- going it alone as far as marketing and sales can be difficult. You can improve your reach exponentially with in some cases a single marketing contract. The marketing partners you choose should be able to deliver the audience you want to reach at the price point that makes sense for you. By attaching the property to an existing advertising network, you effectively skip over the time and expense involved with creating your own network.

8. Increase the room allotment you provide to agencies and online sellers so booking issues are reduced and guests can find the rooms they want, when they want them. Travel agents and sellers are granted a certain amount of rooms based on season and the ability to sell them. In some cases issues with open rooms or conflicting dates can cause agents to move guests toward another property. Over time these issues can cause agents to avoid booking your property altogether in favour of options that have less problems with allotment. When signing contracts with your partner agencies ask if allotment is a concern and determine what can be done to rectify the situation.

9. Sign up with an online discounter to increase sales at reduced rates. Depending on the discounter you choose, the hotel can remain anonymous as a discount property while bids are placed and rooms are filled. You will be able to set your lowest acceptable rates before any sales are made -- but you may be welcoming guests at a far lower price point than your rack rates dictate. In the end it comes down to what is more desirable -- discounted sales, or no sales at all.

10.As occupancy increases, so should your rates. Find the right balance between promotional and group rates, both of which are traditionally lower than full room rates, and premium rates for the limited number of rooms remaining. Consider a graduated scale in which a certain percentage of rooms are offered at low group rates, others reserved for mid-range family or individual customers and a final, smaller percentage reserved to offer at high rates to last-minute arrivals or business travellers.

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PART B

Here I mention our typical staff and management structure ass below:

Here are some strategic ways through which hotels can increase their sales and profit margin to improve our style guide for future establishment as below:

Smart and Systematic Approaches

Hotels need to adopt intelligent and organized approaches when it comes to

increasing sales. This means using the resources they have or acquiring new

resources to get the best outcomes.

Use of an Intelligent Marketing Team: Every individual working in a hotel

has specific tasks to perform. These individuals are trained for their jobs.

Delegating work that is outside their sphere of expertise decreases

efficiency and is a waste of time and resources. This is why hotels too

should make use of call centres to answer calls. Typically, hotel call

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centres are responsible for handling reservations and providing answers to

queries. However, professional call centre staff is provided with intensive

sales training. This puts them in a better position to reach customers and

up-sell. Besides, using our restaurant menu and brochures can be

delivered via local catalogue distributor to the people and businesses.

Having Regular Meetings with Sales Staff: While it is easy to have

meetings with hotel staff on a daily basis, the same does not hold true for

sales staff. The reason is simple. Hotel sales staff does not work from the

hotel. Instead they are spread across the country. Hence, having meetings

with them like you do with normal hotel employees is difficult. These

meetings are still important though because they give the sales associates

road map to follow. The only way to have meetings though is through

organizing conference calls on a weekly basis. Ensure that the agenda for

these ‘meetings’ reaches the staff a couple of days in advance so that they

know what to expect. These conference calls will allow you to look for

ways to improve sales and close sales from generated leads. The

meetings should establish a better understanding of the current market

and address existing situations and how to increase sales under prevailing

circumstances.

High Quality Customer Service: When guests stay in hotels, they

interact with front desk staff, housekeeping and kitchen staff. The type and

quality of interaction they have with these various departments has a

profound effect on guests. Accordingly, they form an opinion of the hotel. It

therefore makes sense to train staff members in customer service.

Encourage your staff to create the wow-factor with every interaction they

have with guests.

Forecast Realistically: It is important for hotel management to make

forecasts as it helps them to ascertain their staffing needs. While hotels

should give themselves competitive goals, forecasting should be realistic.

This will prevent hotels from splurging and causing unnecessary waste.

While it may be difficult to forecast in this fluctuating economic climate,

ensuring that you have near accurate figures will allow you to utilize your

resources the right way.

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BSBADM506B – MANAGING BUSINESS DOCUMENT DESIGN AND DEVELOPMENT Audits for computer Systems and Processes: It is necessary that

hotels have regular audits, as it will allow them to close loopholes and

streamline processes. While conducting an audit, make sure that you do

not forget the booking system. Performing an audit of the booking system

will allow the hotel to understand customers’ booking habits and patterns.

This will help in making adjustments to maximize profits and will also allow

you to gauge trends, identify possible problems and take corrective

measures.

Focus on Customers

While hotels are looking to increase sales, they often forget to concentrate on

their long-term, loyal customers. This is a big mistake. These people are

repeat customers and help increase sales.

Enticing Old Customers Back: Typically, hotels maintain records of

customers that go back several years. Never discard these records.

Instead, sit down and study them to find out what it was that brought these

customers to your hotel. You can get the hotel call center to get in touch

with these customers to find out why they stopped using your hotel. You

can entice them back with a tempting offer.

Get Current Customers to Return: Do not look at your existing

customers based on their current purchases. Instead think of ways you

can sell other services and products to them to get them to return to your

hotel.

Find Fresh New Customers: If you have tried attracting old customers

back and current ones are not interested, it is time to start afresh and

attract a new set. Learn from past mistakes and do not repeat them this

time around. Getting new customers to stay in hotels is often a time-

consuming and costly affair. So have a target market in mind before you

embark on this job. If you have a proper plan in place to attract new

customers to the hotel, you will get good return on your investment.

Increase Revenue with New Goals

It often feels safe to stay within your comfort zone. However,

if you want to increase the revenue of your hotel,

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BSBADM506B – MANAGING BUSINESS DOCUMENT DESIGN AND DEVELOPMENTnt. When new goals are established, they can help increase the hotel’s

revenue, but only if these goals are incorporated into the sales process.

Use Audio-Visuals: Technology has advanced substantially and your

hotel’s online presence can further be enhanced by using audio-visuals. It

will allow you to highlight the beauty of the hotel and other aspects to

potential customers. Get your hotel’s sales team to use audio-visuals to

up-sell different services that the hotel has to offer. Give them goals so

that they know what they have to achieve and by when. Audio-visuals can

give your hotel a competitive edge.

Have a Full-fledged Business Centre: Many hotel guests require certain

services, such as printing, making photocopies and using the internet. It

would be advisable to have Wi-Fi available at the hotel as many people

now use Smartphone’s and need wireless internet connectivity. This is a

valuable service that your customers will appreciate, especially business

travellers. Business travellers prefer hotels that can make their lives easy

by providing facilities such as fax machines, spare laptops and printers.

They can easily become repeat customers if they have a good experience

and will not be averse to recommending the hotel to others.

Provide Banquet Facilities: Many hotels forget that they can also market

their banquet facilities to customers. By hosting wine tastings, special

menus and food fairs, the hotel can attract more people. Encouraging

offices, corporations and large groups to host private banquet dinners, get-

together and meetings at the hotel is also highly recommended as it works

as another source of income.

Hotel Review Websites: Today, travellers no longer check listings in

guidebooks. They prefer going online and checking hotel reviews that

other guests have written on hotel review sites. Hotels should participate

actively in these sites by responding to every review, be it positive or

negative. It proves to readers that the hotel cares, and they in turn will be

more likely to consider such a place. Furthermore, in weekly meetings the

negative reviews should be discussed and brainstorming should be done

to come up with adequate solutions. Responding to reviews allows a hotel

to build a long-term relationship with their guests. By checking the

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responses the hotel issues to reviews, potential guests can learn a lot

about the hotel’s ambiance and staff.

Conclusion

Even in a thriving economy, hotels need to be on their toes to ensure

bookings. Strategic moves and smart use of a sales force can help bring in

profits. Hotels can make use of a combination of the above listed strategies,

depending on their specific requirements, and create a winning sales plan.

Strong efforts in the right direction will definitely help increase sales and

profits.

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Documents

BSBADM506B Manage Business Document