A case study has been conducted on one of the luxurious hotel in Penang, Malaysia highlighting how well the management of the hotel is currently managing its operation to be competitive and whether it’s effective to align with the organization long term strategy to stay competitive in the market. This case study indicated that customer experience is the key priority which 5 key performance objectives such as quality, speed, dependability, flexibility and cost has been brought up in the article that would have most impact to the success of the hotel in maintaining its first class service to their guests.
The aim of this review is to conduct further analysis ascertain the needs for realignment of its operations are effectively manage in order to align with long term strategy to stay competitive and identifying possible internal benefits that might have derived in achieving the four indicated performance objectives to the employees of the company.
