The table below shows a day in the life of the operations director of a luxury hotel in Malta. How much time is she spending on each operations management activity?
Public areas Walk around and check; ensure that everything operating to standard.
Pool area and reception clean and tidy. Meet most staff on duty, discuss problems
Read all performance reports for previous night to become aware of all issues arising. Check e-mails and reply as necessary
Daily planning meeting with all department heads (front office, finance, facilities, health club, restaurant, housekeeping). Discuss today’s important activities, events and constraints (potential capacity problems, etc.)
Meet customers during breakfast, along with food services manager. terrace Ensure adequate capacity available, check quality of food and service
Meeting to discuss all recruitment needs for summer season. Review training plans and budgets. Agree capacity requirements for part-time staff
Meet customers and check that quality meets their expectations. Visit chef with restaurant manager to pre-empt any capacity or quality problems
Finalise plans for a high-profile wedding
Meeting with chief engineer to discuss long-term plans and investment appraisal for improvements to air-conditioning system
Planning meeting with client and selected managers for a high-profile wedding: Final design of the service package and timetable for this 300-guest event