Improvement proposals for "Oasis Gandia Palace Hotel & Casino" based on practical training and case study

Abstract

The aim of the presented work is to analyse the work of the hotel trade based on 5 month long practical training in OASIS GANDIA PALACE HOTEL & CASINO which belongs to the OASIS Hotel Chain in Spain and Mexico. After the short introduction of the Gandia City, Hotel OASIS was presented as the object of the research. Investigation was made in two key Departments of the Hotel OASIS: Marketing Department and Reception Department. A tool of research for both Departments was the Spanish Quality Standards System AENOR in the hotel management. The aim was the characteristic of the executed tasks in each Department and the proposal to improve work system on following years. It was ascertained, that the system of the work in two Departments does not accomplish Spanish Quality Standards System AENOR. The Reception Department signalised worse organization of the work than the Marketing Department. The part of assignments realized by each Department could be postponed to fulfil the requirements placed by those norms, however it would demand changes in the organization of the work and the raise of costs. This results most likely that not every quality standard norm of hotel management is possible to be realized, besides proposed norms do not qualify how to be implemented and realized. Efficient implementation needs a suitable preparation of the Hotel, the analysis of work structure , a conviction of the crew to that idea, a choice of the most suitable solution, a creation of realistic schedules of the work. Consequently it will make possible to conquest better position and the anticipation of the competition in the quality of offered services. Hotel needs to define its strategies in the context of fluctuating and competitive environments and make improvement proposals for the future. Once the system is analysed and directions for the future are provided, the quality improves immediately and make the hotel industry a very competitive one. Final consideration determines the statement that, except introducing and exacting the quality standard norms, it is necessary to define how to realize given demanding, how to change the system of the work and how to implement the norms to fulfil the requirements and consequently improve the work of the Hotel OASIS.