The success of a hotel depends on the service provided to the visitor. The visitor is the person who makes a company exist, it is the main reason for all effort. The first impression the client receives will be the only one. Therefore it is worth giving the greatest effort when developing a task.
Introduction
In a tourist city such as Puerto Plata, hotels and tourist service companies abound, after exhaustive research we decided to do our practical work based on the HOTEL GRAN VENTANA BEACH RESORT, which has been in operation for quite some time.
The HOTEL GRAN VENTANA BEACH RESORT is a service company located in the Playa Dorada tourist complex, it was built between 1995 and 1996. At its opening it had 395 rooms distributed in two buildings, called Catalina and Saona. In 1998 the Beata building was inaugurated to complete the 506 rooms that it currently has, to offer greater facilities to customers in a quiet place for the visitor's complete rest.
Hotel Gran Ventana Beach Resort
It is an establishment that offers accommodation and food and drink services to tourists. Built and opened to the public in 1996, managed under the VH HOTELS & RESORTS hotel chain.
This majestic hotel was designed and built by the famous Puerto Rican architect, Arq.
Sarah García de los Santos, inspired by this construction especially for her father, the enterprising and successful businessman, Don Isidro García Mercedes, owner of the same.
Since its opening it has been one of the hotels preferred by all visitors who visit the north of the Dominican Republic, it is undoubtedly a place, magnetic and contagious, because all the people who have the opportunity to enter the facilities are attracted, both for its beauty of the physical plant, and for the human warmth that all its collaborators provide. "Always looking for service excellence".
He is a Member of the Caribbean hotel Association, in the four-star category.
Location
Located in the northern part of the country, bathed by the gentle breezes of the Atlantic Ocean and framed by a range of majestic mountains, the North Coast, also known as the Amber Coast. It was here that Columbus landed on his first voyage of discovery and it is here that 21st century visitors discover the same natural beauty and turquoise waters that amazed the Genoese adventurer more than 500 years ago.
This elegant hotel is located within the tourist complex of Playa Dorada, Puerto Plata, Dominican Republic, nestled on the renovated beach with extensive white sand, dotted by the warm waters of the Atlantic Ocean and lit by the radiant sun that shines every day on the horizon.. Surrounded by elegant gardens specially designed for such an imposing hotel.
Just a hundred meters away is a shopping center with numerous stores that allow all guests to get something complementary to make their vacation more pleasant.
And just a few yards from the golf course, which has been ranked as one of the top 100 courses outside of the United States by Golf Digest magazine, this course was designed by Robert Trent Jones.
Just over 20 minutes from Puerto Plata International Airport, and one hour from Santiago International Airport, this hotel is an excellent option for families, groups and conventions.
It has a communication system to contact you through:
Mail: Playa Dorada Puerto Plata, Dominican Republic, PO Box 22
Telephone: 809-320-2111
Fax: 809-320-2112
Website: www.vhhr.com.do
Administration
The administration is directed by a group of professionals headed by Mr. Medardo Carrera, who has managed this hotel for more than ten years, in the same way each executive makes use of his abilities and skills to direct his department, always trying to go at the forefront day by day, in the renewal of techniques and strategies for good administration. It is the responsibility of this entire group, the success of the operation, the satisfaction of the clients and of keeping the team of employees in excellent condition, motivated and with a high esteem that will allow them to make the stay of the guests more pleasant.
The internal regulations of the hotel, far from being intimidating information, is to allow all employees to know more deeply the environment in which they operate and the concepts that regulate interpersonal relationships, allowing fluidity in the operations of the hotel, as well as the achievement of goals of satisfaction by our clients, the human and professional growth of all the team of men and women of HOTEL GRAN VENTANA BEACH RESORT. Therefore, every person who works for this company will carry out their tasks under the conditions established by the Labor Code and the internal regulations of the hotel.
The policies and administrative practices in this hotel are very obvious, that is, to keep a client at ease in their stay, they must have good service and give the client everything they want so that the client is pleased with him and with the yearned to return to this.
The reception is the main center of the hotel, it is the link between the guest and the hotel.
As the famous hotelier Charles O. Toole made his description, he describes the hotels as the wheel of which the reception is the axis, this department is the first to come into contact with the guests who arrive, if a guest begins their stay pleasantly because of the good services and courtesy of the receptionist there is a good chance that they will feel favorably disposed towards the other hotel services.
The rooms within this hotel represent the basic product for which the client pays for their accommodation, that is, it is the most important and significant part of the accommodation.
To satisfy the customer, the quality of the service must be taken into account, in a hotel there must be camaraderie, efficiency, speed and sympathy with the customer. It is very important that the client receives a warm welcome that feels like home that the client receives a kind treatment.
In the personnel administration, it is the most important resource that this hotel has to achieve excellence in all the services it offers to the client, with an average staff of more than 300 employees distributed among the different departments, (Reception, Services, Kitchen, Bars, Housekeeper, Comptroller, Management, Marketing, Maintenance, Human Resources, Security and Computers) where each department is in charge and specialized to carry out a specific function, to achieve the final objective "Customer satisfaction". Where each member of each department is elegantly uniformed to maintain the standard of personal care on the impressions that every guest will take.
Each employee is remunerated according to the role they perform.
Healthy communication is maintained among all employees, they are treated with respect, courtesy, education and fellowship, in the same way that guests are treated.
One of the main roles of each employee is to develop more and more and in the meeting with the guest make him feel good through a warm smile, gentle attitude and a friendly phrase.
The hotel's internal regulations allow employees to know the environment in which they operate and the concepts that regulate their relationships, allowing fluidity in the hotel's operations.
Each employee is evaluated before becoming part of this great family, to know their skills and employ them in the corresponding department according to their knowledge, then continue with continuous training and motivated through remuneration and awards for the achievements achieved in their performance of achieving the collective objective "Customer satisfaction".
Actively promotes continuous communication between employees and department heads.
The property has a staff of executives, managers and area supervisors, along with them, the employees are who make the success of the company possible.
Each member of the company puts their knowledge first to make guests' stay unforgettable. The company is aware that it is its duty to ensure that the rules of labor law are subject to its purposes, that all workers at the service of it have full knowledge of their rights and obligations, so that they can carry out their tasks efficiently and satisfactory. Consequently, all employees of this hotel become aware of and abide by the rules established in said regulations.
The hotel has a team of knowledgeable professionals in its different areas, so that they can guarantee the service standards, quality, and levels of satisfaction that the company has set for its operating goal. The internal work manual ensures the human well-being and social justice of the employee, as a consequence the employee is protected and protected by this manual.
A pleasant professional predicts success, as well as one who fulfills his duties. Management and department heads are concerned with the search and promotion of recognition of merit, where each employee plays an important role from the general manager to the lowest level employee. Employees always try to participate actively in providing ideas and suggestions for the quality and growth of the company.
The staff is distributed as you can see the attached organization chart.
Evolution of the Hotel Gran Ventana Beach Resort
Since its opening in 1996, it has stood out as one of the most widely accepted, popular, and repeat customer index hotels in the entire region. Its architectural style has become a source of inspiration for several hotels in the Caribbean, specifically for its sophisticated design combined with the charm and hospitality of the Dominican Republic. They are very committed to strengthening their mission of services by providing a warm, comfortable and friendly environment.
Having a sales and marketing department, which participates in all national and international tourism fairs, to attract new customers, using all kinds of advertising, newspapers, magazines, television and the Internet.
For this reason, this hotel has maintained a highly accepted occupancy rent of 72.20%. As of July 2007, this hotel has been visited by 2,850,109 guests. This elegant hotel is visited by visitors from all over the world, being preferred by the English and Germans.
Accommodation facilities
This resort consists of 506 stylishly appointed rooms, including excellent guest rooms, suites, junior suites, and penthouses. Each room has a spacious balcony or terrace and some of them offer beautiful views of the sea. All rooms are equipped with: Two double beds or one king size bed, balcony or terrace with two chairs and a table, automatically controlled air conditioning, ceiling fan, daily stocked minibar, cable channels, color television with remote control, Direct dial telephone abroad, voice mail, wake-up service, in-room safe, mahogany front door, hairdryer.
Food & Beverage Facilities
HOTEL GRAN VENTANA BEACH RESORT offers a wide variety of gastronomic facilities. Three a la carte restaurants, all inclusive, offering Caribbean food, fine Italian dishes and fresh seafood dishes, there will always be something to satisfy the desire of every palate. For a refreshing cocktail or a tasty snack, our guests can choose from seven bars located around the resort, including a beach club snack bar, lobby bar, swim-up bar, pool-terrace bar, coco bar, tiki bar and late night snack. Pub. You can even participate in the weekly cocktail party by the pool at the Administration Party.
Octopus Gourmet Restaurant - serves tasty Caribbean dishes.
Ocean Grill - variety of fresh meats, fish and seafood.
Sapore di Mare - delicious Italian food.
Las Almejas Cafeteria - daily buffet for breakfast, lunch and dinner.
Providing all national drinks, with a variety of elaborated tropical cocktails, based on drinks and juices of national production, to provide all customers with a delight of natural flavors and typical of our country all this, is within the all-inclusive package. But it also offers customers other international beverage options (with extra charge).
Entertainment Facilities
Entertainment is handled by a team of entertainers who are trained to provide a brilliant service, with a varied program of activities for adults and children, such as Aerobic exercises, Children's Animation, Torpedo Boat, Diving, Catamaran, Water Skiing, Aquatic Gymnastics, Jet Skis, Ping Pong, Tennis, Sailing, Volleyball, Windsurf, games room and participation games. It also offers live art shows every night. It has three swimming pools for the exclusive use of guests and a beach of more than 300 meters long.
Among the activities, it has a kids club where the parents of the children can really relax knowing that their children are having a lot of fun at the Great Windows Kid Club. This supervised recreational program presents a number of activities for children from 4 to 12 years old, such as: volleyball, aerobics, coloring, Spanish lessons, swimming competitions, tennis lessons, drawing contests, dance lessons, walks on the beach, Sandcastle contests, parties, and group games that kids can run.
Other Facilities
The hotel has a gym equipped with all the necessary equipment for guests to do any type of exercise, it is also equipped with sauna baths, it also has a currency exchange bank, two mini shops, a convention room with capacity for 200 people and a beauty salon.
Security
It has a 24-hour security system, which includes permanent surveillance cameras located in strategic places and with highly trained personnel. It is also assisted by external security that is responsible for all the security of the entire project. This guarantees the personal care of each visitor as well as the staff who work at this hotel.
Awards Obtained
The company has been awarded on constant occasions, including a recognition issued by the O&M University for its contribution and development in the professional field.
National Crystal America Award
First Choice, 1999. For its continuity in hotel development.
Neckerman Award 2005. For being within the 100 best hotels.
Interview
1 In what year did this hotel start operating?
The Hotel starts working on July 15, 1996, with 395 rooms.
2 With what capital does this hotel begin to operate?
Not answered
3 What is the correct name of the hotel?
The correct name is HOTEL GRAN VENTANA BEACH RESORT, one of the hotels of the VH HOTELS & RESORTS chain.
4 Address, telephone, fax and website of the hotel?
It is located in Playa Dorada, PO Box 22.
Tel. 809-320-2111
Fax 809-320-2112
www.vhhr.com.do
5 Is the hotel a member of any association?
Member of the Caribbean hotel association 1999.
6 How many rooms do you currently have?
It has 506 rooms.
7 What type?
junior suites, suites and penthouses.
8 Who was the hotel founded by?
It was founded by Mr. Don Isidro García Mercedes.
9 Who is currently the owner?
The owners are Mrs. Rosa de los Santos de García and children.
10 Which company currently operates this hotel?
The company that runs it is VH HOTELS & RESORTS.
11 What is the name of the general manager and assistant manager?
Our general manager is Mr. Medardo Carrera, we do not currently have a deputy manager position.
12 How does the command methodology work?
Although we recognize and work with the team concept, the command methodology is decentralized.
13 Which are the departments with the largest number of employees?
ROOMS: Housekeeper section
FOOD & BEVERAGES: Restaurants and kitchen section
14 How many employees does the hotel have?
Currently around 386 employees work.
15 Are employees paid according to their performance capabilities?
Absolutely.
16 What is the category of the hotel?
Four stars.
17 Does the hotel have other branches in the country or outside of it?
Not yet. At this time we only operate here.
18 Does the company belong to any known hotel chain?
No. It is clearly from Dominican owners, it does not belong to any chain.
19 What are the requirements that a person must meet to work in this company?
Be of legal age, have knowledge and experience in the position for which they apply and also meet the profile of the position, among others.
20 What are the rules and policies of the hotel administration?
The internal regulations of our hotel, far from being intimidating information, is to allow all our employees to know more deeply the environment in which we operate and the concepts that regulate our relationships, allowing fluidity in the operations of the hotel, as well as the achievement of goals of satisfaction by our clients and the human and professional growth of all of us who form the team of men and women of HOTEL GRAN VENTANA BEACH RESORT. Therefore, every person who works for this company will carry out their tasks under the conditions established by the Labor Code and these regulations.
21 How is the selection of personnel made?
Through personal interviews with each applicant.
22 What means does the hotel use to attract people to work here?
Different means are used: advertisements in the press, internal recruitment and through other employees.
23 What other benefits do employees receive, other than their wages?
For their performance, they could merit recognition, both cash and cash.
24 How does society receive another type of benefit apart from its tax contributions?
Making donations to entities or institutions dedicated to non-profit service.
25 How is the tourist attracted?
Through national and international promotions, attending the different tourism fairs nationally and internationally.
26 What is the type of tourist that most frequent these facilities?
Our visitor depends on the season, but they are mostly German and English.
27 What kind of visitors is the hotel aimed at?
It is a hotel aimed at all types of tourism, especially towards the family.
28 Has the hotel received any national or international awards or special prizes?
He has been awarded by national and international tour operators:
National Crystal America
First Choice Award 1999, for his continuity in the development of the hotel industry
Neckerman Primo 2005, for being among the 100 best hotels
Recognition by the O&M University in the 2006 for development and contribution in the professional field.
29 What is the occupancy reiting during the year?
Our accumulated occupancy reiting is 72.20%. To date, 2, 850,109 guests have visited us.
30 In what period of the year is the best season for the hotel?
That depends a lot on the time, it could be said that from July to December.
31 What are the security strategies that the hotel offers, both to its clients and its employees?
Our security is one of the most efficient parts, we have technological and personalized security systems. We have surveillance systems with cameras and a staff that works 24 hours a day, seven days a week.
32 Do employees receive training other than their own knowledge, before entering work at the hotel?
We have a permanent training system for all employees, both at the managerial level and the line employee.
33 Are employees constantly evaluated and according to their performance do they receive any awards or spatial promotions?
Each employee is constantly evaluated and according to this evolution is taken into account for positions and promotions.
34 Do you have any type of control to maintain maximum security?
We have a quality control department that constantly monitors all hotel operations so that everything turns out excellent.
In this case we use two tactics:
We remove low-performing employees
We choose to give vacations without enjoyment for a short term to all employees who want to take it, that way we only have the appropriate personnel.
35 What type of gastronomy and drinks are offered to customers?
The gastronomy is varied, we offer all kinds of food:
Italian, Mediterranean, Dominican, European, etc… always to please the most demanding of diners. Similarly, we have different types of drinks, national and international.
36 What kind of entertainment is offered to customers?
We have an activities department, which is responsible for offering the client all kinds of entertainment and allowable fun. Entertainment is diverse, with schedules for both day and night, the customer does not have the opportunity to get bored.
37 How many bars and restaurants does the hotel have?
The hotel has four bars located at different points:
Coco Bar, Tiki Bar, Pool Bar, Lobby Bar.
It also has four specialty restaurants:
Octopus, Italian, Ocean Grill, Las clams
38 Does the hotel have any kind of attention to the guest or employees if they are ill?
Of course, we have the services of Medical Care, located in the same complex of Playa Dorada.
39 Could you give us your personal opinion about the hotel?
It is a majestic property, with a lot of architectural beauty, specifically designed for recreation and fun. We work with a high concept of human resources, where we value and appreciate the work performed.
conclusion
Upon entering the HOTEL GRAN VENTANA BEACH RESORT, a commitment to efficiency, excellence and quality can be observed. As you observe each area, you can see that, for the staff of employees, it is very important to provide entertainment, fun, good service and all the human warmth, in order to face the commitment they have with all their clients.
Without a doubt this company owes all its success to this commitment "Customer satisfaction" to the most important resource available to each company, HUMAN RESOURCES.
That is why, the administrators of the companies will always be responsible for each company being successful in the development of their commercial activities. To support this hypothesis, we can say that this company,
"HOTEL GRAN VENTANA BEACH RESORT", is one of the largest successes, since it has remained in the market occupying the first places of acceptance for more than eleven years.
Bibliography
HOTEL GRAN VENTANA BEACH RESORT
Playa Dorada Puerto Plata, RD
June 12, 2007
Interviewed people:
Mr. Medardo Carrera: General Manager
Mrs. Dolly Meléndez: Human Resources Manager
Máximo Rodríguez: Head of Bars
Danny Dezinu: Head of Animation
Rita Guzmán: Manager of the Children's Club
Ovet Vásquez: Captain of Restaurant
Mr. Narciso Arcequies: Executive Chef
Eugenio Capestany: Security Manager
Ketilicy Rodríguez: Guest Services Manager
Queries
www.vhhr.com.do
www.tourismo.com.do
