TECHNICAL ANAYSIS AND OPERATIONAL PLAN

THE DAILY OPERATION OF THE BUSINESS:

Strong communications between an owner and general manager are vital to the success of any hotel. The
general manager of hotel needs to share the owner's vision while clearly understanding business strategy,
objectives, accountability and metrics for success of the hotel.
In developing the plan, hotel managers should include measurable details, but not to the level that it may
restrict creativity. It should be written in a manner that enables measurement of progress toward specific
operational goals and objectives, and should be consistent with the overall strategic goals of the hotel.
Operating plan is flexible and must be readily adaptable to new situations. The operating plan should also
include contingencies for best case, expected case, and worst case scenarios. Potential risks should be
identified and the plan should describe how those potential risks can be mitigated. A well-executed
operating plan helps hotel managers to maximize profit in high and low seasons, anticipate swings in
business and plan for staff and resources accordingly, so that the customer experience remains consistent.

PRODUCTION TECHNIQUES
Key operational areas of the hotel should be addressed in the operating plan include maintenance,
housekeeping, front desk operation, and food service, if appropriate.
In the maintenance area of the hotel, the plan should address maintenance contracts, costs, and schedules;
work to be done by electricians, plumbers, painters, and carpenters; heating, ventilation, air conditioners,
and refrigeration; security, telephone, water, waste, fire protection, and smoke control systems; and
maintenance of food service and laundry equipment.
Housekeeping considerations include cleaning techniques, procedures, and schedules for rooms,
bathrooms, and public areas; inspections; cleaning materials and supplies; inventory of guest room supplies
and amenities; cleaning floors and carpets; supplying clean linens, textiles, bedding, and laundry supplies,
and facilities; heavy cleaning; selecting, maintaining, repairing, refurbishing, and replacing furnishings;
assuring safety, handling fire prevention; and keeping records.

LOCATION
The Hotel Sun Vilas Palace is situated in the countryside 3 kilometers from the city of Bharatpur in
Rajasthan on the National Highway 11 Agra to Jaipur road.
Bharatpur is at the centre of Indias Golden Triangle, being 180 kilometers from Delhi, one hours drive
from Agra and just over two hours from Jaipur. There are excellent rail connections to major cities in India.

ACCOMMODATION AND AMENITIES

All 42 bedrooms have spacious suite bathrooms or shower rooms. The suites and deluxe rooms all have
balconies overlooking the gardens and surrounding countryside and Bird Sanctuary. Standard rooms have
no balcony but have large window with pleasant views.
King size double and twin beds with deep comfortable mattresses, tasteful furnishings, TV, hair dryer and
tea and coffee making facilities are provided as standard. Suites and deluxe rooms have a mini bar and a
complementary bottle of mineral water is provided daily for everyone.
There is small computer suite for guests to use the internet and Wi-Fi.
Room Facilities
Balcony
Hair drier
Individually controlled air conditioning
Large working desk
Mini bar
Satellite TV
Tea/coffee making facilities
Walk- in high powered showers
Marble floors
24 hour room service
Placement of guest supplies
DND cards
Please clean my room card
Collect my laundry card
Safety locket facility chart
Fire exit map
Guest room Amenities:Stationery
Post cards
Pens

Laundry bags
Utility bags
Packets as coffee or tea
Sugar and powered
Chocolates or mints provided with turn down service

In the Wardrobe
Hangars
Laundry bags
Laundry list
Extra pillows and blankets
Bathroom Amenities:Facial soap
Bath soap or shower gel
Shampoo
Moisturizer
Shower cap
Sewing kit
Other Facilities
Banquet and conference facilities
24 hour internet suite
24 hour reception and concierge
Travel desk
Barber - by appointment
Business centre
Car rental

Currency exchange
Doctor on call
Fitness club
Free parking
Outdoor swimming pool
Kids swimming pool
Pool side snack bar
2 massage rooms

SURROUNDING ENVIRONMENT
Clear policies and procedures for the front desk hosts are critical in creating a friendly guest atmosphere in
the hotel. Policies and procedures should be outlined that set expectations for customer satisfaction listening to guests, fulfilling guest requests, telephone skills, efficiently registering guests, processing
payments, and handling complaints and correspondence. Training programs should be built into the plan
that will help your employees develop and refine the necessary skills to present the most pleasant guest
experience.

1. Good Maintenance and high quality on room facilities.

2. The room facing to the beach is so great, especially having the night view.
3. Next to the beach, good for family.

4. Excellent breakfast.
5. Easy accessibility from major city points by foot; excellent location.

PEOPLE
HIERARCHYOF MANAGERS
FRONT OFFICE MANAGER

ASSISTANT FRONT OFFICE MANAGER

RESERVATION MANAGER

RECEPTIONIST

CASHIER

INFORMATION

BELL CAPTAIN

BELL BOY

HIERARCHYOF HOUSE KEEPERS

EXISTING NEW HOUSE KEEPING LEVELS

SENIOR HOUSE KEEPER

ASST/FLOOR SUPERVISOR

ROOM BOYS

QUALITY CONTROL
Quality is the consistent delivery of service that meets the standards set by the corporation or owners of a
hotel. Guests expect quality service and reward it with loyalty and referrals. When guests know they can
expect to receive the same level of service every time they visit, youve achieved effective quality
management.
Understanding what motivates people to take action is the underlying force that allows the best hotel
management companies to increase demand for their guest rooms. Selling your hotel to the traveling public
is a very complex process. Attention must be paid to every detail. If you can provide more of what a guest
wants at a better price than the competition, word will get around and your occupancy rate will soar.

Management and the maintenance staff are responsible for the physical appearance of both the inside and
outside of the hotel. Interior decorators play a role in furnishing the guest rooms and making them warm
and appealing. Having great people who check in guests, clean the rooms and take care of the landscaping
duties are all very important.

CUSTOMER SERVICE
1. Evaluating Management
Managers get paid more because they have more responsibility than the employees they
supervise.
2. Make Sure the Front Desk Responds Immediately to Guest Issues.
3. Creating an Enthusiastic Team Spirit:
Enthusiasm is one of the best qualities any worker can have.
Enthusiastic employees work harder, talk positively about their jobs and promote the virtues
of their hotel.
Overcome a lack of skills through training much more easily than trying to instill an
enthusiastic spirit in worker.
4. Encourage Guests to Share their Experiences During their Stay.
5. Always be Polite and Treat Guests with Respect.
6. Do Daily Inspections of the Guest Rooms.
7. Make Every Guest Room Comfortable and Inviting.
8. Eliminate Unpleasant Odors and Freshen the Air.
9. Brand your property Through Multiple Channels on the Internet.
10. Make Everybody Happy!
Everything that you can do to make your guests and employees happy will make your hotel
a more desirable place to stay or work.
Happy guests will want to write positive reviews and tell their friends about their
experience.
Happy employees will work harder to improve the hotel and also promote their hotel among
their family, friends and acquaintances.
11. Train your staff on improving customer service.
12. Improve customer satisfaction by addressing customer complaints quickly.

INVENTORY CONTROL
Inventory Control is often coordinated through the accounting department. Although some departments
perform inventories of their supplies for their own benefit.
Major inventories should not be conducted by department heads or supervisors for their own departments.
Better control is obtained when the inventory control staff comes from outside the department.
Like for Example inventory control audit of Housekeeping done by Accounts department.

Nowadays there is an increasing number of incidents were the guests take away hotel items as collectibles.
Hotel can reduce these issues by avoiding placing of logos or other identification which might be attractive
to these so called "collectors".
There is also some disadvantage by doing this when the items are recovered it becomes difficult to
positively identify these items actually belongs to the hotel or not.
Some properties of the hotel have solved this problem by sewing a colored thread into the corner of a hem
or other appropriate place on linens, blankets, towels. So these tags will help them to identify and recovery
a stolen goods.
If you are running a large hotel then it really becomes difficult to do a proper inventory control manually,
In this case it is always recommended to opt for good computer-based inventory control software which are
available in the market.

HOSPITALITY PRODUCT DEVELOPMENT

Now a days in hotel industry offers consumers according to their demands, where the consumer location or
area external and internal source facilities, service, price and image of particular hotel. These are change
according to time and consumer demand what they need and expect from the particular hotel.
There are lots of development in hotel industry in all over the India, which concerned with the image of the
hotel facilities and services. Each and every hotel organization moving head to head with the latest culture,

which helps them to know the consumer expectation and to bring more and more profit to the hotel
industry.
CHANGES IN TECHNOLOGY
Hotel industry in India is booming now a days and the growth of tourism Industry give lots of competition
in the market, where each and every hotels come with their new facilities and basic needs of the increasing
market for the consumer or customer.
Technology which help to develop the business plan and integrated in to organization where the industry
technology represent the computer industries it capturing from last two decade and hold the hotel products
and it make business easier. This is also followed in order importance by yield management,
reservation system, sales and catering system, internet, database, marketing point of sales, guest
room technology etc. Every hotel focus on customer thats why they focus on technology where they fulfill
customers technical demand in the hotel.
E.g.:- Providing Wi-Fi connectivity in the rooms and lounge, electronic safety locker, tea and coffee
maker etc. The technology of the organization also help to compete with the other hotels also
those who are provide similar type of service or facilities.
There are few technology that are using in the hotels and many of them going to adopt.

Self check-In: - New trends in the hotel industry are come in is the self check in facilities without
any assistance from the front office in India.
Interactive TV: - These are Television in the guest rooms by which guest can receive message in
the TV screen. Order room service through the interactive TV and also the guest check the bill on
TV.
Master Control Panel: - This control panel is placed on guest rooms with a green button .on
pushing the button thermostat at of the air condition unit is raise up by two degree. This
data base maintains for the entire guest and it has direct mail link that inform ongoing
environment of the room. There are other technical devices that help to minimize electricity like
when there is no guest in the room then the light automatically switched off.

QUESTIONNAIRE
1. Overall, how would you rate our staff's hospitality? (Friendliness, courtesy, responsiveness.)
a. Excellent [ ]
b. Good [ ]

c. Average [ ]
d. Below average [ ]
e. Poor [ ]
2. Overall, how would you rate our dcor, condition of rooms and public areas?
a. Excellent [ ]
b. Good [ ]
c. Average [ ]
d. Below average [ ]
e. Poor [ ]
3. Overall, how would you rate our cleanliness? (Room, common areas, lobby)
a. Excellent [ ]
b. Good [ ]
c. Average [ ]
d. Below average [ ]
e. Poor [ ]
4. Overall, how would you rate our room service, food quality and bar service?
a. Excellent [ ]
b. Good [ ]
c. Average [ ]
d. Below average [ ]
e. Poor [ ]
5. Overall, how would you rate the value for the price paid?
a. Excellent [ ]
b. Good [ ]
c. Average [ ]
d. Below average [ ]
e. Poor [ ]

6.

Have you come across with any health issues after consuming food in Hotel Sun Vilas Palace?
a. Yes [ ]
b. No [ ]

7. Your opinion towards Quantity offered by Hotel Sun Vilas Palace compared to other Hotels:

a.
b.
c.
d.
e.

Highly Satisfied [ ]
Satisfied [ ]
Moderate [ ]
Dissatisfied [ ]
Highly Dissatisfied [ ]

8. Your opinion towards Parking Facilities of Hotel Sun Vilas Palace compared to other Hotels:
a. Highly Satisfied [ ]
b. Satisfied [ ]
c. Moderate [ ]
d. Dissatisfied [ ]
e. Highly Dissatisfied [ ]
9.

Will you recommend others to visit Hotel Sun Vilas Palace?

a. Yes [ ]
b. No [ ]

10.

Do you like to visit again?

a. Yes [ ]

b. No [ ]