Revamping Little Acre Hotel
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.
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
Ghana, Little Acre Hotel, operations plan, customer service