Revamping Little Acre Hotel
Date
2010-12
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Abstract
The Little Acre Hotel is a 2-star hotel located in
Aburi, on the Akwapim ridge of the
Eastern Region of Ghana. It has been in existence f
or about thirteen years and currently
does not have an operational plan or policy by whic
h it operates. Thus, it is difficult to
provide the best service that will result in the re
tention of customers and sustained
profitability.
This project was carried out to identify processes
that could be improved to ensure the
provision of quality service to clients and develop
the necessary operational day-to-day
documents to help employees improve their performan
ce and management measure
performance.
As a result of the small nature of the organisation
, interviews and focus group
discussions were used to obtain the information for
the project. The major findings were
that the hotel experienced certain critical service
failures which have the potential to
make them lose customers, revenue and ultimately pr
ofits. Other findings were the lack
of measurement tools for employees as well as a per
formance measurement system.
An operations plan was developed for the hotel aft
er the conclusion of the research. A
customer database, employee work schedule, housekee
ping supervisor’s checklist,
electronic room and conference reservation sheets a
nd performance measurement
system were developed for the hotel. Recommendation
s were also made to ensure the
delivery of quality service to customers.
These tools will make the operations of Little Acre
Hotel more efficient and enable them
access the untapped potential available to them in Recommendation
s were also made to ensure the
delivery of quality service to customers.
These tools will make the operations of Little Acre
Hotel more efficient and enable them
access the untapped potential available to them in the hospitality industry.
Description
Applied project submitted to the Department of Business Administration, Ashesi University College, in partial fulfillment of Bachelor of Science degree in Business Administration, December 2010
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Applied Project
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Keywords
Ghana, Little Acre Hotel, operations plan, customer service