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Master of Business Administration

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Submitted By WayneKhaing
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Acknowledgement

As a student of Mandalay MBA program, I would like to thank all those who have been contributing the existence and success of the program. The first ones I have to give my special respect and thanks are Professor DawKyiKyiSwe, the program director and my teachers from Economic Universities who come and teach us even in their weekends. After that, I would like to thank Mr. Richard Mayhaw, General Manager of Mandalay Hill Resort, for allowing me to complete my MBA internship program. Also, I have to pay my special thanks to U Bo, Human Resource Manager, for reporting my application for internship to GM and scheduling for my internship. Finally, I have to thank managers form Front Office, Food and Beverage, House Keeping and Sale departments, as they allowed me to learn and observe how they are performing hospitality management and how to run an international hotel in a perfect situation.

Company History

Mandalay Hill Resort Hotel forms part of the operations of LP Holding Co.,Ltd in Myanmar. The hotel was opened on 26th November 1995. During early years of the hotel, the operation was under the control of Accor Hotel Management. After 2000, the owner, himself has managed the hotel with the assistance of Australian general manager. The hotel lies at the foot of Mandalay Hill and facing the Royal Palace and beautiful moat. It is a 10 storied RC building constructed in a spacious compound. As it is surrounded by many Buddhist monasteries, the environment is peaceful that makes the hotel as an ideal place to stay. As guests wander through the grounds or relax inside, they can see the place is instilled with a quality and character missing form many other today’s hotels.

Address: No. (9), Kwin (416.B), 10th street at the foot of Mandalay Hill, Mandalay. Phone: 95 2 35638, Fax: 95 2 35639 Website: http://www.mandalayhillresorthotel.com

Company Information

Situation - at the Northeast of the Palace, at the bottom of Mandalay Hill.

Type of building - 10 storied RC building

Type of rooms 1. Superior x96 2. Deluxe x78 3. Corner Suitex18 4. Junior Suite x8 5. Executive Suite x5 6. Mandalar Villa x2 7. Mandalar Suite x1

Total rooms = 208

Restaurants & Lounges 1. Kinsana Garden Theater 2. Kipling Lounge 3. Mings Chinese Restaurant 4. Yadanabon Café

Total employees = 350 to 400

Turnover rate = 5 pax average per month

Hotel Facilities

Accommodation Features * IDD telephone * Bedside electronic command center * Individually controlled air-conditioning * Security key card lock * Mini-bar * Hairdryer * Radio/remote control color TV/ cable TV * Room safe

Recreation Facilities * Mandalar spa for traditional message, facial and body treatment and reflexology * Outdoor swimming pool with poolside bar and children’s pool * 18-hole golf course and driving range adjacent to the hotel * Tennis courts * Health club with equipped gymnasium

Restaurants and Bars * Yadanabon Café (Buffet) + Main Bar * Ming’s Chinese Restaurant + C/R Bar * Kipling’s Lobby Lounge Beverages/ entertainment * Poolside * Kinsana Garden Theatre Restaurant (Seasonal) + Tivaratee Bar * Banquets and Executive Lounge

Guest Facilities * 24-hour reception * Shops * Tour and airline ticketing desk * Air-conditioned van, 4WD or car on hire for sight-seeing * Fully equipped business centre * Laundry and valet * Airport shuttle * Room service

Mandalay Hill Resort Hotel

Swimming Pool Gymnasium

Hotel Rooms

1. Superior (x96) (USS 170++, 200++)

2. Deluxe (x78) (USS 230++, 250++)

3. Corner Suite (x18) (USS 300++, 300++)

4. Junior Suite (x8) (USS 400++, 400++)

5. Executive Suite (x5) (USS 500++, 500++)

6. Mandalar Spa Villa (x2) (USS 1200++, 1200++)

7. Presedential Suite (x1) (USS 1500++, 1500++)

Organization Chart of Mandalay Hill Resort Hotel

LP Holding Co.,Ltd

Managing Director

Director

General Manager

HR Finance F & B Kitchen FO HKEngineering Laundry
Dept: Dept: Dept: Dept: Dept:Dept: Dept: Dept:

HR = Human Resource FO = Front Office
F & B = Food & Beverage HK = House Keeping

Food and Beverage Department

Main Responsibility of Hotel Departments

Human Resource Department * Staff recruitment, selection and placement * Staff administration * Staff relation * Staff motivation * Staff disciplinary control

Front Office Department * Hotel booking/ reservation * Payment/ cash * Reception * Bell service * Operator

Food and Beverage Department * Planning and preparation of international standard food and beverage * Banquet service * Room service * Seasonal/ special dinner parties * Management of restaurants and bars

Housekeeping Department * Cleaning, maintenance and orderliness of guest rooms, garden, public area and florist * Butler service

Engineering Department * Maintenance of the whole hotel * If necessary, to upgrade necessities

Financial Department * Management of financial process * Management of income and expenses

Food and Beverage Department

Food and Beverage department is responsible for the management of restaurants and bars. Under this department, there are 3 restaurants and 7 bars. Management of banquet and room service is also under control of this department.
Restaurants are – 1.Yadanarbon Restaurant(Buffet) 2. Ming’s Restaurant(Chinese) 3. Kisana Garden Restaurant. Not all bars are opened round the year. Only three (Main Bar, Kipling’s Bar and Pool Bar) are opened daily. C/R Bar and Tivaratee Bar are operated only when respective restaurants are opened as C/R Bar is combined with Ming’s Restaurant and Tivaratee Bar is with Kisana Garden Restaurant. Another one is M Bar (Club) which is under upgrading. The last one is Executive Lounge (VIP Bar) and this one is occasionally opened for VIP guests.

Restaurants 1. Yadanarbon Restaurant * Located on ground floor * Daily buffet menu (6pm-10pm), European, Chinese and Thai style buffet * Buffet price ($35 for foreigner/ 20,000 for local) * Can serve 130 customers at once * A’ La Carte menu available

2. Ming’s Restaurant (Chinese) * Located on 1st floor * Mainly Chinese A’ La Carte,occasionally Chinese Buffet available * Can serve 115 customers at once * Operated only in high season (September to March) * Combined with C/R Bar

3. Kisana Garden Restaurant * Situated at the backyard of the main building * Traditional Myanmar dances and puppet shows included * Usually Buffet dinner (mainly barbeque buffet) * Can serve 120 customers * Operated only in high season (September to March)

Banquet service is also available. Banquet and meeting can be arranged in three halls. These rooms can be united for large number of attendants. Altogether 260 people can attend a meeting in combined hall.Room service is for 24 hours. Bars 1. Main Bar * Is combined with Yadanarbon Restaurant * Situated in main kitchen * Opened daily (5am-11pm) * Cocktail, Beer, Wine, Soft and Hard drinks available 2. Kipling’s Bar * Situated on the other side of Yadanarbon Restaurant * Opened daily (2pm-12am) * Unplugged music present * A’ La Carte menu, Tapas (Spanish menu) and PlunterPlunch (fruits) available 3. Pool Bar * Pool side * Serve for those swim * Opened daily (12pm-9pm) * Cocktail, Beer, Wine, Soft and Hard drinks available 4. Tivaratee Bar * Situated in Kisana Garden Restaurant * Opened only in high season * Cocktail, Beer, Wine, Soft and Hard drinks available 5. C/R Bar * Opened together with Ming’s Restaurant * Opened form 2pm to 11pm 6. M Bar * Located in a separated building * Operated as a club * Mainly soft and hard drinks * Opened from 8:30pm to 1:30am 7. Lounge (VIP) * Situated on 5th floor * Only for VIP guests

Food and Beverage department can also arranged special dinner parties at poolside and lawn at the side of the main building. It can serve for VIP guest in Executive lounge with special menu and buffet.
There are altogether 36 employees in food and beverage department. Sale department is under F&B department. Under F&B Manager, there are two supervisors for restaurants and bars. These employees work with a nine hour shift. They have one hour for break.

Yadanarbon Restaurant Ming’s Chinese Restaurant Kisana Garden Restaurant Banquet Executive Lounge Tivaratee Bar Kipling’s Bar Food and Beverage Department

SWOT Analysis

Strength * Has high service capacity restaurants and bars * Various choices of taste for customers worldwide * Reasonableprice for a 4 stars hotel * Has well experienced and well trained chefs * Already well known for delicious and healthy menus * Can give traditional heritage entertainment for foreigners (Kisana Garden Rest.) * Can arrange meetings, ceremonies and receptions for large attendants * Has capacity for large and special dinner parties at poolside and on lawn * Has its own sale team for promotion * 24 hours room service for guests

Weakness * Expensive compared to other local hotel restaurants * A little far for local customers * Kisana Garden Restaurant and Tivaratee Bar operate only in high season * No second plan for the open ground restaurant and bar, in case of unfavorable weather condition * High maintenance cost for restaurants and bars * Only Yadanarbon Restaurant can be under operation daily

Opportunities * Have high potential customers local and worldwide * Concerning with banquet, already well known for local meetings and ceremonies * Kisana Garden Restaurnat is the only place in Mandalay that can serve guests with traditional dancers and entertainment during dinner * has enough capacity for high potential tourist incoming rate * Can persuade guests to have meals at the hotel as it has its own sale department

Threats * More competitors in future market * Has has to adjust competitive price to be market leader * Competitors can support same services
Suggestion

Although the price level is affordable for foreigners, it’s a little above average for local customers. They have to consider plans for high customer income rate for low season as they have unused capacity like Kisana Garden Restaurant. Also, they should arrange promotion and special parties more occasionally. They have to prepare for more competitiveness as their former management group Accor is now planning to open a hotel in Mandalay and many other hospitality investment groups are planning to invest in Myanmar. As these restaurants and bars are operated professionally and successfully, they have to emphasize to maintain the present market share and to increase in the future.

Mandalay Hill Resort Hotel

SWOT analysis

Strength * Long history and good reputation earned since starting operation in 1990s * Magical location just under the foot of legendary Mandalay Hill giving a sense of peace and tranquility * Well trained staffs who have been with the hotel for more than a decade

Weakness * Too far from city center that can put off to some visitors who want to wander around the city on foot * The prices are relatively high comparing with neighboring countries

Opportunities * Due to change in tourism industry in the country, huge potential to be full house all year round * Good time to be upgraded to 5 stars level as the cost of doing so can be justified * History and location of the hotel can attract new investment easily if necessary

Threat * Many new high standard international hotels are under construction * Internationally renewed hotels are on their ways to get in the market making fierce competition * It will be difficult to retain good staffs unless well managed

Suggestion

The first suggestion I would like to give is that the Mandalay Hill Resort should try to be upgraded to 5 stars hotel level by more furnishing, decorating and fixing things necessary to that level, so as to enjoy more revenue as well as higher image that the group surely deserves. The higher the status of the hotel, the better the facilities for staffs who will also need to be well trained to give the best service. The marketing team should target more corporate guests who can pay higher rate rather than tourists who usually look for cheap deals. The second suggestion would be to get rid of tentative booking system which reserves the right to cancel a booking without prior notice. That should be replaced with online payment system supported by credit cards which can give an edge over local competitors who would have the same problem. Hotel staffs should be given chances to use hotel facilities especially in low season so that they know their products well and sell better. Another payoff for allowing them to use is that lower turnover rate that can be crucial in the future when competition will be fierce. Their salaries and bonus should be in line with the new comers into the market who are world famous ones. There should be promotion for locals in low season so that they know the hotel well making them aware of the facilities such as conference rooms, restaurants, spa, gymnasium, etc. This could make the hotel popular with locals that in turn make it easy to recruit local produces such as fruits, vegetable, dairy products, etc. should be used so as to give the people benefit and prevention of shortage that often is the case with imports.

Daily Activities

We had to do our internship program in respective department on weekdays according to this schedule, set and proved by General Manager.

1st to 5th April - Human Resource Department
8th to 12th April - Food and Beverage Department
22nd to 26th April - Front Office Department
29th to 3rd May - Kitchen Department
6th to 10th May - Sale and Marketing Department
13th to 17th May - House Keeping Department

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