1. What do you think a typical operations manager do?
- Operations managers plan, organize, control staffs, and direct the
process in business operations.
2. Remember a famous fast food chain and a sit-in restaurant. Observe how each shop
operates, for example, where customers go, how staff interact with them, how big it is, how
the shop has chosen to use its space, what variety of products it offers, and so on. Write
the similarities and differences in your journal.
- The similarities in fast food chain like Jollibee and sit-in restaurant like Huat- Chan
Restaurant is that they both offer variety of foods. They are both similar in a way you
can eat inside that place and whenever a customer needs something, they can ask a
staff to come. The difference is that when you order in fast food chain, the customer
needs to fall in line in a cashier counter and he’s also responsible for bringing his order
in his table, but he can still ask for some assistance while in sit-in restaurant, the staff
is the one who will go to your table, provide the list of the menu, and in getting your
food, you just have to sit and wait because they’ll be the one serving your order in your
respective table. Sit-in restaurant provides a better treatment because it is a formal
place to eat unlike fast food chains where it is always crowded and busier compare to
the other one that’s why you have to do self service at some point.
Formule 1
Formule 1 Hotels are high-contact operations – they are staff- intensive and have to cope
with a range of customers, each with a variety of needs and expectations. So, how can a
highly successful chain of affordable hotels avoid the crippling costs of high customer
contact? Formule 1, a subsidiary of the French Accor group, manage to offer outstanding
value by adopting two principles not always associated with hotel operations –
standardization and an innovative use of technology. Formule 1 hotels are usually located
close to the roads, junctions and cities which make them visible and accessible to
prospective customers. The hotels themselves are made from state-of-the-art volumetric
prefabrications. The prefabricated units are arranged in various configurations to suit the
characteristics of each individual site. All rooms are nine square metres in area, and are
designed to be attractive, functional, comfortable and soundproof. Most important, they are
designed to be easy to clean and maintain. All have the same fittings, including a double
bed, an additional bunk-type bed, a wash basin, a storage area, a working table with seat,
a wardrobe and a television set. The reception of a Formule 1 hotel is staffed only from 6.30
am to 10.00 am and from 5.00 pm to 10.00 pm. Outside these times an automatic machine
sells rooms to credit card users, provides access to the hotel, dispenses a security code for
the room and even prints a receipt. Technology is also evident in the washrooms. Showers
and toilets are automatically cleaned after each use by using nozzles and heating elements
to spray the room with a disinfectant solution and dry it before it is used again. To keep
things even simpler, Formule 1 hotels do not include a restaurant as they are usually
located near existing ones. However, a continental breakfast is available, usually between
6.30 am and 10.00 am, and of course on a ‘self-service’ basis!
Anantara Bangkok Riverside Resort & Spa
I n Sanskrit the word means ‘without end’, and Anantara really does evoke, as its publicity
states, the freedom, movement and harmony that are the spirit of the ‘Anantara
experience’. The Anantara Bangkok Riverside Resort and Spa, which is a member of the
exclusive ‘Small Luxury Hotels of the World’, is to be found luxuriating in 11 acres of
tropical gardens beside the Chao Phraya River just 3 kilometres from the centre of
Bangkok. Its concept is about providing guests with laid-back luxury, sensitive service,
with an experience of local culture. The resort’s owners say that it draws its strength from
the rich cultural traditions, historic heritage and natural beauty of its destination; every
customer experience being a ‘unique voyage of discovery and inspiration that is distinctly
Anantara’. It employs over 550 staff and has 407 spacious rooms and suites decorated in a
Thai style making use of colourful Thai silks, hardwood floors and fine furniture. All rooms
have internet access, TVs and DVD players with iPod docks and private balconies that have
spectacular views over the city, garden or river. The hotel’s ten restaurants and bars serve
local, international and fusion cuisines. The outdoor tropical pool and Jacuzzi provide
areas for enjoyment and relaxation. Should any guests want to venture outside the luxury,
the hotel also offers river cruises in converted rice barges, supervised activities for children,
