Introduction
Shangri-La Hotels (M) Berhad is an investment possessing company in addition to a general population limited company. This company was designed on June 29, 1971 and currently having a complete of 2364 employees. Its headquarters is located at the Batu Ferringhi Beach, Penang. This company is engaged with the procedures of services such as hotels and beach resorts, course and clubhouse, property management and investment and commercial laundry. The Company's segments has two segments, such as hotels, resorts and golf course, which is involved in hotel, beach resort and gulf course business; investment properties, which include rental from offices, shoplots and apartment and lease of car parks, and others, such as commercial laundry services and investment positioning.
Shangri-La Hotels (M) Berhad has many hotel branches located at many different says and locations in Malaysia. Also, customers may produce an infinite choice of luxury alternatives with Shangri-La Hotels as there are over 66 hotels located across the globe. Most importantly, customers may find themselves surviving in a hidden heaven once they chose to stay in Shangri-La Hotel. They can feel laid back in the luxurious guestrooms, pampering themselves in a 5 star rated hotels with all the supreme services and facilities.
As of December 31, 2010, Shangri-La Hotel (M) Berhad hotel had its properties included Rasa Sayang Vacation resort & Spa, Shangri-La Hotel Kuala Lumpur, Investors Hotel Penang, Golden Sands Vacation resort, Palm Beach Resort and Rasa Ria Holiday resort. However, its subsidiaries include Shangri-La Hotel (KL) Sdn Bhd, Komtar Hotel Sdn Bhd, Golden Sands Beach Resort Sdn Bhd, UBN Holdings Sdn Bhd, UBN Tower Sdn Bhd, Pantai Emas Sdn Bhd, Madarac Organization and Wisegain Sdn Bhd.
The principal activities of the Company are investment positioning and the operation of a beach resort, namely Rasa Sayang Resort. In Malaysia, Shangri-La Hotels (M) Berhad owns the 29-storey, 720rooms Shangri-La Hotel Kuala Lumpur. On the other hand, it also possesses the Golden Sands Hotel, Komtar Hotel and Hand Beach Hotel in the island status of Penang. Shangri-La hotels always identify their service to match with customer's tastes and demand.
Company Background
The company was incorporated in Malaysia on 29 June 1971 under the Companies Act, 1965. The company was limited by shares with the registered name Taman Developments Sdn Bhd. On 7 Sept 1974, the name was then improved to Rasa Sayang Beach Hotels (Penang) Sdn Bhd. The business was converted to public company on 23 Feb 1977 under the name of Rasa Sayang Beach Hotels (Pg) Berhad. On 1 Sept 1982, the business was shown on the Kuala Lumpur Stock Exchange (KLSE).
Yet, the business was delisted from KLSE on 21 December 1987 due to a general offer created by Perlis for the whole issued show capital of the Company and obtained more than 90% of the granted show capital of the business. On 2 January 1992, the company assumed its present name. The company had efficiently merged with UBN Holdings Sdn Bhd which comprised the acquisition by the business from Kuok Brothers Sdn Bhd and Landmarks Berhad, the entire issued show capital of UBN Holdings Sdn Bhd on 21 September 1992. However, the company was re-listed on the KLSE on 1 Dec 1992 with the business undertook a bonus issue and subsequently a public concern.
Shangri-La Hotels (M) Berhad has its vision for obtaining the goals to be the best hotel. Its eye-sight is 'to be the first choice for our guest, fellow workers, shareholders and business companions. Whereas Shangri-La hotels also offers its mission at constantly which is 'to please our guests each and every time by creating engaging experiences direct from our hearts'. The business is operating predicated on the following concepts:
- Ensuring leadership drives for results.
- Making guest loyalty a key driver of the business.
- Enabling decision-making at the guest contact point.
- Creating a host where acquaintances may achieve their personal job goals.
- Demonstrating integrity, treatment and integrity in all relationships.
- Ensuring policies and processes are visitor and colleague friendly.
On top of that, Shangri-La hotels (M) Berhad is working under all professional people to make Shangri-La hotels to be the top hotel on the planet. Mother board of directors include :
Tan sri A. Razak bin Ramli (Chairman)
Kuok Oon Kwong (Controlling Director)
Datin Rozina Mohd Amin (Executive Director)
Dato' Haris Onn bin Hussein (Individual Non-Executive Director)
Dato' Seri Ismail Farouk Abdullah (Individual Non-Executive Director)
Datuk Supperamaniam a/l Manickam (Indie Non-Executive Director)
Dato' Dr Tan Tat Wai (Independent Non-Executive Director)
Tan Yew Jin
Dato' Khoo Eng Min
Ravinder Singh Grewal Sarbjit S
Joseph Patrick Stevens (Alternate Director to Ravinder Singh Grewal Sarbjit S)
Business
What is the basic requirement of a hotel in order to meet customers? Hotel is basically belongs to service industry which mainly provide accommodation services to the people for an appropriate stay. Service is vital to a hotel as it'll bring to client satisfaction and customer commitment. Shangri-la Hotels (M) Berhad are the best hotel which gives high expectations of services to customers as it experienced honored Best Business Hotel Brand in Asia Pacific by the Business Traveller 2012.
Under Shangri-La Hotels (M) Berhad, it has currently 9 brands of hotels in the service industry. It offers, Shangri-La Hotel Kuala Lumpur, Merchants Hotel Kuala Lumpur, Shangri-La's Rasa Ria Vacation resort Kota Kinabalu, Shangri-La's Tanjung Aru Vacation resort and Spa Kota Kinabalu, Putrajaya Shangri-La, Investors Hotel Puteri Harbour Johor, Golden Sands Hotel Penang, Shangri-La's Rasa Sayang Resort and Spa Penang and Investors Hotel Penang. Every hotel under Shangri-La Hotels (M) Berhad are doing very well as mostly hotels are rated five actors hotel and also have a very good reputation among customers. Every hotel has its own special sights such as Traders Hotel always situated in the location which easier attach to the entertainment. Whereas Shangri-La hotel offers stylish and luxurious environment for customers.
In order for a hotel to keep up and improve its business, Shangri-la hotels always press their services to a higher level as services are the main key to bring in more businesses. It's five-star reputation always retaining a world-class service at all the time. Stylishly embellished, the luxurious guestrooms at Shangri-La hotel present large clear house windows with beautiful city views. Memorable and satisfaction of each customer became the crucial objective of Shangri-La hotel. Shangri-La hotel differentiate its rooms according to customers choice. Rooms can be chosen in Deluxe room, Professional room, Horizon Professional room, Top room and Executive Suite. Customers are able to choose their rooms to favor a much better environment and comfortable stay static in the hotel.
There are varieties of services provided by Shangri-la Hotel in order to meet customers and bring customers commitment to the business. Facilities provided by Shangri-la Hotel are partially free of charge for customers to fully utilize like the facilities of fitness centre, outdoor pool, tennis courts, steam room, sauna, therapeutic massage, aerobics or dance studios and so many more. The magnificently landscaped outdoor swimming pool is the service always satisfied the clients because they are able to relax and revel in the exciting environment. The fitness centre is also an important service for hotel as many people nowadays will fitness centre weekly. This had become a habit to them and the fitness centre can be an important place to allow them to workout.
In Shangri-La hotel, there contain the facilities of medical clinic to provide medical service for customers who in ill. This will make customers convenient as they don't need to go center outside and in a position to relax in the hotel after getting medical treatment. Shangri-La hotel provide disabled facilities for handicapped such as handicapped toilet concerning gratify them although they are people who have disabilities. Customers have the ability to choose non-smoking rooms or smoking rooms according to their desire. Safe deposit package also provided to let customers safe keeping their important documents or expensive goods. Parking facilities and valet service are provided for customers who buying a stay static in the hotel.
Services including the complimentary shoeshine service is provided for customers who residing in the hotel for a time period and looking for shoeshine service. Postal and courier service also provided in order for customers to deliver documents or deals. Laundry service provided for customers who want to clean their clothes. Those services are given to easier customers as they are not necessary to looking those service outside the house. Child good care or babysitting service also provided in the hotel as some parents involve some urgent things you can do, they can looking for babysitting of their babies.
A hotel can be occupied without few facilities, but can't be occupied without restaurants and pubs. Shangri-La hotel features the impressive collection of international, award being successful restaurants, including the award-winning Restaurant Lafite, which acts the finest american cuisine. You will discover five magnificent restaurants and two pubs located inside the hotel. The wide range of dining options makes Shangri-La hotel a best location for vacationers who enjoy fine cuisine, and also makes the hotel a fantastic location for businessman to convene conferences and conferences. Not just that, Shangri-La hotel provides free breakfast or refreshments for customers at the caf while they organizing rooms for customers. This implication done by Shangri-La hotel is to concern the required expectation of customers and make an effort to satisfy customers by exceeding customer's recognized expectation.
Shangri-La hotel also provides 24-hour room service which customers have the ability to request dishes or drinks with a simply phone call. 24-hour room service is most beneficial required by businessman who went out for business appointment and came back late night. It will gratify them with a delicious meals and the fast delivery. Few retailers are located inside the hotels including the foreign exchange counter and surprise shop. Foreigners have the ability to exchange their money in the hotel and travelers can purchase products in the shop. As now technology became more important, Wi-Fi is a good tool for holidaymakers and businessman. Free Wi-Fi gain access to is provided for each and every room guests to allow them to access to the internet.
Shangri-La also provides travel and transport service for customers. Airport connection is one of the service included, friends can choose to reach hotel by hotel limousine pick-up, communicate train or taxi cab. This usually is perfect for foreigners and vacationers. Hotel limousine pick-up can be chosen with different kinds of autos. Car rental service and travel firm also provide for customers in order for them to visit any places local the hotel. This services provided for customers so they do not need to look at beyond the hotel and can be avoid scamming. Many business amenities are offered to businessman including the meeting rooms, binding service, laser beam printing, scanning and photocopying services to allow them to put together important documents in their trip.
Prompt and fast check-in and check-out service also get customers as they don't really have to wait for such a long time with the service process. Helpful and cheerful receptionists are also type of service that the hotel provided for customers. Receptionists and customer service can help the clients to resolve problems like the changes of rooms or handle complaint. Outstanding staff will satisfy customers as they provide great and wonderful service on their behalf. Hotel employees with teeth and cheerful look can make the clients feel happy and satisfied in terms of hospitality service.
By according to the feedback received online, Shangri-La hotel can said to be the best positive opinions received by the clients. Most customers are satisfied and happy with the assistance provided by the hotel. Satisfied customers will promote and recommend to others with the fantastic services they received at the hotel. Positive word of mouth can increase the trustworthiness of the hotel and this allow the hotel to attract more customers. Customers satisfactions always brings Shangri-La hotel your time and effort to do better and it contributes to customers devotion where customers will come back to go to the hotel next time. Shangri-La hotel always maintain a higher standard of services as they consider service is the crucial rules of an effective hotel. This is one way Shangri-La Hotels (M) Berhad do business in a completely competitive environment yet have so well in the service industry.
SWOT Analysis
A company's successfulness always depends on the strategy that the company used to improve its business. SWOT research is one of tools that most companies like to use to determine the company's talents, weaknesses, opportunities and menace. Hotel industry such as Shangri-La hotels (M) Berhad also need SWOT analysis to use as helpful information for the business enterprise and distinguish between today situation and future situation. SWOT examination will be very effective and great for Shangri-La hotels (M) Berhad to improve its advantages and opportunities yet lessen the weaknesses and hazards.
Strengths, which are the beneficial aspects of the organization or the features of an organization, which includes real human competencies, process features, money, products and services, customer goodwill and brand commitment. One of the advantages of Shangri-La hotels (M) Berhad is the brand name. Brand is vital for each and every business as it can help to internationally acknowledged for its luxurious hotels and resorts. Shangri-La hotels (M) Berhad is said to be an aspirational brand to the general public. Besides, the leadership and management skills of Shangri-La hotels (M) Berhad is well known for its fine and tuned management that is in a position enough to run the whole corporation. It helps Shangri-La hotels provide great and excellent service for every customer. Next, the high quality service of Shangri-La hotels (M) Berhad also catch the attention of a large range of repeat customers which form a devotion between them.
In addition, another strength of Shangri-La hotels is its five-star project that won numerous awards including the leading area as the very best Asia Hotel in Malaysia, Best Luxury Hotel in Malaysia by the 2012 Trip Consultant Traveller's Choice Accolades and World Luxury Hotel Award's Global Winner in the very best Luxury Business Hotel and Best City Hotel category 2011. These honors build-up a branded image for Shangri-La hotels and reputation in the hotel field. Not just that, Shangri-La hotels (M) Berhad also is the leading organization on its type of food expertise in a variety of cuisine from eastern to traditional western. Many customers visit Shangri-La hotels are generally due to the delicious and enjoyable restaurants. Clean and tidy of the hotel rooms are the key reason of customers loves to visit Shangri-La hotels as they always satisfied with the environment.
Weaknesses, which deteriorate influences on the organizational success and progress. There are little of weaknesses of Shangri-La hotels (M) Berhad as they always reduce their weaknesses and transform with their strengths. Among the weaknesses is the limited of staff with certification as Shangri-La only hires workers with skilled expertise and the draught for manpower. This may affect the lack of employees and impact the performance of the hotel.
Furthermore, the concept of Shangri-La is outdated and will not appeal to young generation. They somewhat go for hotels such as Hard Rock Hotel or G Hotel. Next, the maintenance cost is too high to take care of as Shangri-La's hotel and holiday resort must be excellent to its quality for accommodation. This may increase the expenditures of Shangri-La hotels and therefore the price of the accommodation will can also increase.
Opportunities, that are offered by the surroundings within which our company operates. These arise when an organization can take benefit of conditions in its environment to plan and do strategies that permit it to become more profitable. As current economic climate of Malaysia possessed improve progressively nowadays and tourism sector is growing and booing in the recent years making the demand for hotels to increase significantly. Overall economy of the country will directly enhance the tourism areas, thus service industry such as hotel will be attractive. Besides, online market is one of the opportunities that helps the expansion of Shangri-La hotels as it ranks No. 1 in the Tripadvidor website. Technology helps Shangri-La hotels to appeal to customers as it is kind of marketing and promotion strategy.
On the other hand, partnership with international airways, KLIA, is one of the opportunities that more foreigners will be able to visit Asia. This in exchange escalates the occupancy in hotels. Besides, as the steadily expansion of economy had increase the job opportunities in Malaysia and this will occurs the lack of human reference. Thus, having less human learning resource will encourage expatriates to come and work in Malaysia. These are the upper category people and usually require hotels for his or her selection of stay.
Threats, one of the threats facing by Shangri-La hotels (M) Berhad is your competition of the business. Rival hotels are establishing their bottom in Asia and lower their prices making it more competitive. Those opponents will affect the sales of Shangri-La hotels. Guesthouses will also contend as they provide lower rate and affordable to all or any people. Low quality hotels will be the rivals which offering lower costs of accommodation for customers to compete with Shangri-La hotels. In addition, spreading disease such as SARS and H1N1 and robbery conditions will discourage people not travel abroad and thus infected the business of Shangri-La hotels.
SWOT evaluation is one of the various tools that are extremely important and effective for every business to look for the situation of the business and thus making improvement for it. Shangri-La hotels (M) Berhad could keep providing great service for customers after doing SWOT evaluation as understand the internal and external determinants of the business.
Marketing Strategies (7 Ps)
A company's success is not only depends on the success and efficiency of the company's management. In addition, it need to target in marketing which is the key process of communicating the merchandise or service with customers. Customers are essential as without customers, a business will not develop and success. To be able to grow a company, customers satisfaction need to get into details. Shangri-La hotel is a company which marketing its services to the customers. Therefore, Shangri-La hotel must has its marketing strategies to achieve the business's goals.
Marketing strategies defined as the marketing reasoning by which the business unit hopes to attain its marketing targets. Marketing strategy contains specific approaches for target markets, marketing combine and marketing expenditure level. Marketing mixture is the most typical strategy used by many company. Shangri-La hotel is one of the companies which put into action marketing combination strategy. Marketing combination contains 7Ps for producing an effective marketing strategy. It contains product, price, people, process, campaign, place and physical evidence.
The first P - Product, usually defined in the capacity of goods or services. Product can be differentiated with quality, design, variety and features. The merchandise of Shangri-La hotel offers services to customers instead of goods. Shangri-La hotel provides online customer support for customers and customers can become familiar with the hotel with their website provided. Accommodation service is the main service a hotel provides for customer. So, in order to satisfy customer, types of rooms are playing an important role. You will discover five types of rooms provided for customers relating to their choices.
A hotel must always satisfy customer and create a good marriage with customer through service provided to be able to get loyal customer for the hotel yet maintaining a permanent business. Shangri-La hotel provides variety of facilities for convenience their customer to enjoy the stay from enough time check-in until check-out. Facilities can be included exclusive room facilities, hotel facilities, dining and entertainment, sport and leisure for customers. Services with intangible are the helpful services provided by receptionists and the smiling face welcoming customers by the staff.
The second P - Price, is the money for customers to cover accommodation service in the hotel. Shangri-La hotel always set the price in line with the types of rooms chosen by customer. Customers have the ability to make scheduling online concerning convenient them for make evaluation and know the purchase price. Online reservation usually will wanted customers to choose few options according to their selections and they can pay the quantity of the area by using credit-based card. Besides, online booking will convenient foreigners as it provide money converter for them to convert into their currency.
Pricing strategy using by Shangri-La hotel is based on the service ordered by customers, so customers could be more gratify with the service because the hotel provide service matching to customers' order. Savings and allowances will be given by Shangri-La hotel in the off-peak months as to draw in more customers to increase sales. By giving discounts in a special room rate, customers can have the opportunity to stay in the hotel with a comparatively cheap and the hotel can build the client loyalty at the moment. Customers also can made their repayment with cash or card concerning convenient customers and stop hassle of customers.
The third P - People, relate with persons who entail in the process of discussion. People can be labeled into aim for customers and service personnel by Shangri-La hotel. Aim for customers of Shangri-La hotel are generally from upper-class or those who posses higher financial ability. Shangri-La hotel is mostly targeted customers of holidaymakers and businessman. Visitors who come from overseas are prepared to stay in a luxurious and expensive hotel as they are of higher financial group and wants with soothing lifestyle. Besides visitors, businessman is another target customer who usually required to stay in a five star hotel as their charge will be paid by company. By choosing a five star hotel by business travelers, it'll build a good image of the business he/she symbolized.
Whereas the people of service personnel require in the interaction, Shangri-La hotel must recruits and hires employees with skills and behaviour. Skills can be relate to the qualification, ability and competency. Behaviour are those action that every personnel in the hotel must be acquired such as helpful, reactive and smiling. Shangri-La hotel has provided training programmes for all your hotel employees to make improvement. With skills and behaviour, employees are able to satisfy customers in virtually any issues and lead them back again to loyalty.
The fourth P - Process, identifies the systems used to assist the business in providing the service. For example, when type in a hotel, you welcomed by staff with smiles, check-in service is fast, baggage is taken to room, have a great service from the restaurant and facilities, and finally concluded trip and baggage sent to you. This is the process in Shangri-La hotel. Shangri-La hotel demonstrate process involve in delivering services.
Fast check-in process is the main element of first impression of customer as booking will be served immediately by the receptionist. Besides, when customers are in craving for food and order meals through room service, a fast delivering process will do to gratify customers. If customers want to make a complaint about the non-working of air-conditional, the fast procedure for making grievance and solve the challenge is vital. Shangri-La hotel always help customers to resolve problem as they caution of customers.
The fifth P - Promotion, usually designed to appeal to more customers to increase sales. Shangri-La hotel will often have advertising and special offer to make long term romance with loyal customer. Shangri-La hotel is using advertising and online marketing to make advertising. Advertising can be thought to be the banner and brochures of the hotel. Technology got become very important nowadays as most people know how to browse internet.
Online marketing is the style to market Shangri-La hotel. Customers can book resort rooms at other website such as reservation. com and agoda. com. Those websites are able for customers to leave opinions regarding their remains. Positive responses will successfully fascinated more customers to go to the hotel. Furthermore, customers have the ability to pay less for more with special offer and campaign made by Shangri-La hotel. Customers can enjoy delightful dishes at the restaurant with the special offer made in particular day such as Romantic days celebration. Positive person to person is one of the ways for advertising as satisfied customers will recommend some other clients to go to the hotel.
The sixth P - Place, where customer can have the service. Shangri-La hotel is a world-class hotel as hotels are allocated all over the world such as Malaysia, Hong Kong, Taiwan, China, Australia and etc. New hotels are designed by in line with the demand string management as the business has learned what places are demanded by people for a hotel. You will discover three Shangri-La hotels in Penang, two at Batu Feringgi and one found in Georgetown. Batu Feringgi Beach is one of the tourist attractions in Penang. International travelers love to visit the beach and this possessed made the level of popularity of Rasa Sayang Hotel and Golden Sands Hotel. Dealers hotel is located in Georgetown where almost all of the businessman likes to visit. Hotels positioned in the city could be more more suitable by travelers as they can go visit anyplace nearby. Places of the locations of Shangri-La hotel are wonderful and it includes its own specific environment.
The seventh P - Physical data - identifies services in tangible. The most common physical evidence of Shangri-La hotel is the brochures which mainly customers can requested at the counter-top. Business credit cards of receptionists or managers can be thought to be physical evidence as it can be used for next visits or tips. Customers can benefit from the beautiful and incredible designs of the outdoor pool as it is regarded as the physical data. When customers made payment of the accommodation, an invoice of repayment will be received by customer. It belongs to physical research as implies that customers are able to enjoy the maximum degree of satisfaction of services.
Service Issue
Shangri La Hotel Berhad is a limited company that manages throughout Malaysia. Although Shangri-La Hotels (M) Berhad is doing good in the service industry, there have some issues that have to be improved and beat. One of the issue faced by Shangri La Hotel Berhad is the inadequate manpower to perform the daily businesses. It is because Malaysia is facing insufficient workers and is also importing employees from other foreign countries. The hyperlink between manpower and Shangri La Hotel Berhad is fairly simple as manpower is proportional to output.
The more people are available to work, the faster assignments can be completed or the more jobs a company can take on. Conversely, a lack of adequate manpower helps prevent businesses from concluding tasks. Having less productivity translates into a reduction in revenue and income, which occasionally means the business enterprise can't stay functional. Hence if Shangri La do not manage this issue effectively, the reliable and efficiency of the business will be affected.
The second concern confronted by Shangri La is the expectations of the hotel personnel not on par. Using the increasing difficulties the hotel sector is facing internationally and the escalating demand for travel and leisure products and services, especially in the rising markets, there is urgent dependence on players in your community to offer high quality performance standards to make it through.
As explained, because of insufficient employees, Shangri La has to hire foreign employees to be able to balance the workforce. Foreigners on the other side are usually chosen from third world countries for their low priced. This in exchange has used toll on the entire performance of the business. Therefore, Shangri La also needs to look into this matter.
The third issue is approximately the maintenance handled by Shangri La. As noted Shangri La Hotel Berhad is employed in the procedure of hotels and beach resorts, a golf course and clubhouse, property management and investment and commercial laundry. In the field of golf training and clubhouse, maintenance is the upmost important.
Shangri La on the other palm does just average predicated on the reviews. Because Shangri La Hotel Berhad is a 5 star company, they must be able to improve their maintenance and achieve quality. As mentioned, maintenance is important in the hospitality trade as it shows the service provided by Shangri La with their customers.
Besides that, Shangri La also engages in beach resorts, having one in Batu Ferringhi and one at Sabah which is the more popular ones. Based on the reviews of the hotels, Shangri La Hotel Berhad has received issues on the lack of entertainment provided on the beachfront which is also one of the problem confronted by Shangri La. The beach itself has already been amazing to take pleasure from. However, being viewed for their quality, Shangri La Hotel Berhad should boost a solution compared to that subject. Several reviews mentioned that there is nothing for the visitors to do at the beach but loafing around making the stay boring and unworthy.
All these issues should be attended to by Shangri La Hotels Berhad concerning maintain their international benchmarks. If these service issues are solved, there is no hesitation that Shangri La Hotels Berhad will achieve superiority in their type of trade.
Latest Endeavor / Business Plan
Although Shangri-La hotels (M) Berhad already possesses 66 hotels all around the world and has long-term customers, Shangri-La hotels (M) Berhad want to keep expand and differentiate its business in order to provide more service to the public. This is also a way to get more money and make an effort to gratify customers in a long run. Lately, Shangri-La hotels (M) Berhad involve some home based business plan and latest venture for its business.
For example, they planned to involve some major renovation program for certain resorts. For example, some renovation would be placed in Rasa Ria Resort's Garden Wing guestrooms. If the renovation is completely completed, those better room products gives the hotel a more robust business platform for the business's future development and well to contend firmly in this competitive current market. They make an effort to satisfy customers of these specific services provided which can't be found among challengers. This may lead to a competitive gain for them and customers will excited for new venture and service provided by Shangri-La hotels (M) Berhad.
Besides, Shangri-La Hotels (M) Berhad has prepared to produce more environment of luxury that surpasses the standard fare because of their locations. More services and facilities will be integrated to the customers. They aimed to be the best option atlanta divorce attorneys capital throughout the world by developing a differentiated experience capitalizing on personal service, historical dynamics of their building and also its unique locations in the most attractive places. A variety of services and facilities provided by hotel will catch the attention of many customers and generate a good romantic relationship with the clients.
As we know that, a good located area of the hotel can help much in its business. This possessed brought them an idea about more hotel branches are planned to build in different unique locations in Malaysia so that offering those vacationers, whether it is local or foreigners a lavish retreat in true Malaysian style. Thus, Shangri-La hotels (M) Berhad always search for a good location to create hotel because place is very important for hotel to get customers. For example, hotel positioned in the city will be more attractive compare to hotel located beyond your city.
In addition, they have an idea on broadening more about their exposure via Internet and adding new services to customers atlanta divorce attorneys of these locations. They believed that this will allow them to keep up an increased than average occupancy rate and above average gains as people nowadays are surrounded by those high technology devices which permit them to find useful information just within few seconds through the internet. It really is because of the technology possessed keep bettering nowadays and most people are employing smartphone and high-tech device in their lifestyle. By promoting online, general public may know the existence of every hotel which will appeal to customers to go to the hotel.
Conclusion
Service is vital to a corporation especially service industry like hotel. It is because hotel only provides genuine service for customers to generate income. In order for hotel to increase sales in a long term, service provided by the hotel must be above par and excellent in the standard. When a hotel has poor service, customers will have a tendency to avoid from residing in such hotel. Quite simply, customers are trying to find a hotel which gives the best services for them. Shangri-La hotels not only have five star reputations, but also have a very excellent service give customers on a regular basis.
Shangri-La hotels (M) Berhad is a very successful company that owns many hotels around the world. Service marketing is applied generally in most hotel established companies as people are more worried about service than other factors nowadays. Customers expect 100 percent from a hotel, even it is just a no-star hotel. Actually, the expansion of service sector has been considered as an indicative of any country's economic progress. Satisfaction and joy of customers will lead them back again to loyalty.
By implementing marketing strategies and mixture, a business can make use of the buyer demand and provide the most required product and service to them. It can be done by conducting survey, market research or interviews with customers. By knowing all the customer needs, a company is able to create a full potential market based on everything which suits the feature of each customer. It also enable Shangri-La hotels to distinguish its service from other opponents as to get a competitive advantage amidst them.
The advantages brought by service marketing are numerous. It guarantees the partnership between business to consumer and business to business are well transported. Since services are intangible, customers will have a tendency to depend on degree of trust while choosing a service company. Besides, positive person to person will enhance the trust of customers to a business. Thus, keeping a good reputation and good services are important to service based mostly industry. If the service provided does not match the service required, business turnover and sales would tend to drop as consumers do not gratify and transform their backs to other service providers.
Last however, not least, service marketing offers an important role to all or any service based industry along the street to succession. Marketing strategies are widely put on achieve the company goals. Whenever a company uses marketing ways of operate its business, it helps to understand customer's expectation and reduce the consumption of your energy to achieve focuses on. Marketing drives business forwards by providing the market research, marketing combination and service marketing. Delivering premium customer service to clients who demand high satisfaction can help an enterprise to expand and create faithful customers.
Recommendation
Insufficient manpower poses a problem to the efficiency of Shangri-La Hotels (M) Berhad. What that can be done to overcome this issue is to promote this line of work to everyone. Shangri La should make the careers interesting concerning attract visitors to join. Adverts and flyers also needs to be placed out so the public would know about the work vacancy. Besides that, bonuses such as benefit and health advantages should also be given to the employees.
This initiative recognizes that dealing with the manpower shortage requires more than simply attracting new people into development jobs. It also means keeping good employees on the market through education and job development. By that, Shangri-La should also provide replacing classes with their employees in order to enhance their skill in the hospitality lines. This technique not only solves the lack of manpower but also having less standard of the employees. Shangri-La should implement all these as it eliminates two birds with one natural stone.
Based on the lack of standards of the Shangri-la Hotels Berhad personnel, another method can be put in place to overcome this problem. Shangri La should think about employing fresh graduates out from school. As the lack of manpower arises, Shangri La should take the chance to hire the future generation. Fresh graduates from the hospitality series possesses a lot more knowledge in the field compared to immigrants who have hardly any or none of them.
Many will have the knowledge of applying academics knowledge through work placements maybe whilst at a competition company such as Shangri-La Hotels (M) Berhad. Graduates also find out more quickly and provide more immediate financial earnings. They are really more enthusiastic and willing to take on obstacles. Graduates understand and also have the ability to adjust to change as they have acquire such self-discipline in college. Insufficient standards may also arise credited to insufficient motivation with their work so Shangri La should setup motivational classes for their staff which in return will enhance their morale and standard of work.
The third concern encountered by Shangri La is the maintenance division. The lack of maintenance comes from the lack of employees to do the jobs. Due to that, only a small number of employees are assigned to that department. Shangri-La Hotels (M) Berhad is also an instant growing firm. This development may start to ingest resources such as real human and money at the expense of the key trade that have made Shangri-La successful. Hence, Shangri-La should outsource maintenance that allows refocusing on those business activities that are important without sacrificing quality of service.
By doing that, maintenance can be done regularly without disrupting the amount of workforce available. This is because preventative maintenance is an inherently lasting activity. This will reduce the need for new materials, which will in turn reduce control and move requirements as well as reducing throw away and energy use.
The last concern experienced by Shangri-La Hotels (M) Berhad is having less entertainment on their main interest which is their beach resorts. It really is one of the very most popular targets for international vacationers. The united states in Southeast Asia lures more than 20 million total annual visitors to amazing destinations and a amount of these will definitely visit Shangri La.
Malaysia beach resorts however, rank as some of the best on earth. With that in mind, the educated experts behind Shangri La should put up various activities at the beach to make it more interesting for the visitors. For example, fireworks should be achieved during festive months and competition such as dances should be presented at the beach once a month. In other words, there are many things that can be done to make the stay at Shangri La resorts more interesting.
These are the suggestions that are given to solve and get over the service conditions that comes from Shangri-La Hotels (M) Berhad. If these steps are taken, Shangri La Hotels Berhad will be looked at the cream of the crop available. For such a huge company, these issues are easy to resolve and should be dealt with quickly before other issues comes up.
