Tourism is an activity carried out by citizens of the world very frequently, either internally in their country or abroad. In our country, tourism is an important source of income. We have groups or hotel chains that own the main Resorts.
The Sol Meliá Group is a hotel management company considered as the absolute leader in the Spanish hotel sector, it has become the leader in Latin America.
This exhibition includes research on the Meliá Group and its hotels nationwide, developing the aspects requested by the Master for the subject: Operations Management.
Historical review:
Sol Meliá started operations in 1956 in Palma de Mallorca, Spain, its listing on the Spanish stock market arises from 1996. It has 44 years of experience implementing high technology. It has 330 hotels in 30 countries on 4 continents, it has 28 offices in 17 countries. The average occupation for the year 2000 was 72.3% in the entire hotel chain.
SM's business strategy is its presence throughout the Americas, with more than 48 establishments distributed in more than 10 countries, including the Dominican Republic. This strategy involves diversifying its product into three different brands, Sol, Meliá and Paradisus.
The new structure developed for about a year, is the one where the previous Meliá Caribe and Meliá Tropical hotels were established as independent hotels. And, currently, they have been unified calling themselves the Meliá Caribe Tropical Complex, and where the total change from the previous organizational structure that governed these properties now to a single structure.
This hotel group has participation in other companies such as: Viva Tours, AOL Avant, www.hotelnetB2B.com, www.meliaviajes.com and www.lastminute.es.
Current Positioning:
We quote the following aspects:
- Largest vacation hotel company in the world • Absolute leader in the Spanish market in both urban and vacation segments • First hotel company in Latin America and the Caribbean • Second hotel chain in Europe • Seventh by market capitalization
• Tenth in the world by number of rooms.
• Present in 30 countries.
• More than 33,000 employees.
In addition, the recognition of its brands, the commercial strength and the advanced technology of the reservation system are the key elements to support its rapid growth.
Diversification of the Number of Rooms. Sol Meliá
Evolution of the Number of Hotels, Rooms and Stays. Sol Meliá
Diversification of Hotel Clients by Country of Origin
Quality and environment:
This company is committed to quality and is one of the first among hotel chains to obtain the UNE-EN-ISO 9002 certification.
He is a founding member of the Quality Management Club of Spain, holds the ICTE 'Q' Quality Certificate in 13 hotels, EMAS: in 8 hotels and ISO 14001 in 5 hotels.
Its main belief is that an environment that is as intact as possible is the very essence of tourism. Therefore, the environmental quality is essential for the success of the sector in which it performs its functions.
Sol Meliá, aware of the importance of guiding itself under the principles of sustainable development, declares its commitment to consolidate its business with respect for the environmental factor, promoting environmental management as key to the company's philosophy, based on the following principles:
General commitment
Stewardship
Exchange and cooperation
Effective communication
Continuous improvement
Optimization and respect for resources
Its quality service consists of maintaining the following concepts uniformly or constantly:
Fast and efficient reservations.
A friendly and warm welcome.
Consistency in recognitions.
Clean and comfortable rooms.
Personalized attention.
Efficient communications.
Specialized services for guests.
Exceptional restaurants and bars.
Special, memorable and creative events
Professional and presentable staff.
Product / Service Design:
The SOLRES information and reservation service is connected to all the global distribution networks (GDS).
CRS central reservation systems are a fundamental element in the marketing of any hotel. Sol Meliá, using the most advanced technology, has developed its own central reservation system called SolRes.
Through SolRes, linked to a telephone network, it is possible to make an instant and free reservation from anywhere in the world. SolRes has a wide variety of management and control functions that allow optimizing the different room availability and rates, thus maximizing the hotel's revenue.
SolRes is also connected to the main airlines systems (Global Distribution System - GDS). Through this connection, Sol Meliá establishments are accessible at this time and in real time from 100,000 travel agencies through 550,000 terminals worldwide.
Below are graphs indicating the Distribution of SolRes Reserves with the sales channel and by type of client:
Distribution of Hotel Reservations
SM has also created the MAS program to reward their loyalty and make their stays in Sol, Meliá, Tryp and Paradisus establishments more comfortable.
MAS offers a priority in reservations, free companion, press in your free stay, cash, unhurried departures, in addition to accumulating redeemable points for free stays.
Operative administration:
SolRes contains the inventory of more than 350 hotels, which can be consulted in real time. The Reservation Center manages the total availability of Sol Meliá hotels and is available for all rates for any type of room, suites and rooms for people with physical disabilities, as well as special offers, corporate rates and specific promotions.
You can check rates & book your stay in just a few clicks. Simply access the hotel's website, click on reservations and check availability. By entering your personal data together with your credit card number, your room is already reserved, payment is made upon departure.
All reservations carry a unique identifier (locator) that we provide you once the reservation process is complete, and that allows us at any hotel to instantly make the initial data effective, thus guaranteeing immediate recognition of your reservation.
Hotels in Dominican Republic.
Physical Distribution and General Aspects of Operations.
The Meliá Caribe hotel previously positioned in the market as a luxury property, especially for Honeymooners, sharing land with the Meliá Tropical hotel, both properties offering a gastronomic availability of 11 restaurants, 7 swimming pools and 2 Spas.
This spectacular Resort located in front of gardens, lakes and white sand beaches, was designed for couples, golfers and groups of meetings and incentives. 20 minutes from Punta Cana International airport, Meliá Caribe has 502 junior suites, distributed in 22 two-story bungalows.
The rooms include satellite TV, safe, terrace, air conditioning, telephone with direct line and voice mail, desk, and data port for Internet access. It also has adjoining rooms, others adapted for the disabled and Jacuzzi suites for honeymooners (subject to availability)
The Meliá Caribe has 7 restaurants for all tastes and preferences. El Turey by the beach for grilled meals;
»Hokkaido» Japanese cuisine a la carte; "Los Panchos" Mexican cuisine buffet style, Bistro Restaurant "Ma Maison" and "Capri" of fish and Seafood, "The Alhambra" Spanish food of tapas and Paellas.
They have the Lobby bar, where you can savor delicious drinks. Pool bar, Grill Beach bar, Sport Bar at the Casino. It also offers the Dine Around option which allows you to enjoy all the restaurants.
Any activity you imagine comes true here: Water sports, 4 tennis courts, 1 court for various sports, 3 pools, gym and Spa. World-class 18-hole golf at the Cocotal Golf & Country Club. Exciting shows and entertainments day and night. An extraordinary Casino and Fun Pub.
It offers the facilities of weddings, anniversaries and a convention center with more than 1,000 M2 of event space, previously considered the largest in the Bavaro area.
Meliá Tropical, Bávaro Beaches, Higuey.
It is a place of recreation for those who crave activities and fun, Meliá Tropical has been designed for the whole family, and is located in front of Bávaro beach, 20 minutes from the Airport in the East.
Its rooms are decorated with Caribbean colors and overlooking the beach, swimming pools or the gardens. The rooms also have all the facilities of a mini bar, air conditioning, satellite TV, a safe, a hair dryer, and adjoining rooms.
Restaurants celebrate a continuous feast of flavors; »Los Atabales» for international buffets, «La Gondola» for lovers of Italian food, for French and Asian à la carte food there are «Le Gourmet» and »La Pagoda». Salads, paellas and sandwiches are available at the "Agora Grill" on the beach. Unlimited drinks in any of our beach, pool or Lobby bars. For cigar aficionados, we have a Cigar Lounge.
Activities have no limits in this hotel, where there is always something for everyone. Enjoy a wide variety of sports activities: water bikes, snorkeling, sailing, kayaking, catamaran, four tennis courts, Pin Pong, volleyball, beach soccer and aerobics.
There are 4 swimming pools and a children's club with multi-lingual monitors and original games. In addition to Casino and live entertainment every night.
Both properties, despite the structural conditions and facilities that united their service offerings, their administrations and structural organizational resources were completely separate.
Currently, the market conditions and the organizational structure of Meliá Caribe and Meliá Tropical have been unified and are marketed as follows:
The hotel is made up of 44 two-story villas and 24 double rooms each, with a total of 1,044 rooms. Each villa has two connected rooms, rooms with a double bed and two single beds. All rooms are junior suite type with an approximate area. 42 m2, for a maximum of 3 people or two adults with two children under 12 years old.
The complex is made up of the Meliá Caribe and Meliá Tropical hotels, on the beachfront, directly on the Bávaro beach, whose extension is approximately 40 km, the Meliá Caribe Tropical has 500 m of private beach, with fine white sand and crystal clear waters, lush vegetation and countless coconut trees. The Meliá Caribe Tropical is the newest resort in Punta Cana.
It is located 40 km from Higuey and 90 km from La Romana. The capital, Santo Domingo, is 195 km away.
The Meliá Caribe Tropical is an 'all inclusive' hotel and has 9 bars: 2 bars in the Lobby, 2 bars in the Large Pools, 2 bars on the beach, 1 Fun Pub (Discoteca Bar), 1 Sports Bar in the Casino Palma Real and 1 bar in the Ma Maison and Capri lounge, as well as 12 excellent buffet restaurants or à la carte specialties:
«Los Atabales» - breakfast and dinner buffet; «La Gondola» - Italian restaurant specialized in pizzas and pastas, with Buffet service (pizza until 2:00 am); «Pagoda» - Asian restaurant with a la carte service; "Agora Grill" and "El Turey" - beach restaurants with a salad bar, sandwiches, hamburgers, hot dogs and other snacks;
It has "Hokkaido" - Japanese restaurant located in the middle of a lagoon, with 3 rooms with Teppanyaki plates; «El Tupan» - buffet restaurant, and «Alambra» - buffet restaurant with tapas and paellas for dinner.
Animation is another of the star points of the Meliá Caribe Tropical, with an extensive day and night program that changes daily, and which will surely leave nothing to be desired.
The "Club House", located in the pool area, our entertainment team offers you a wide variety of games & sports: ping pong, badminton, shuffle board, volleyball, aerobics classes, water polo, beach soccer, volleyball beach, meringue classes and many other activities. Mini Club for children from 5 to 12 years old, open from 10:00 am to 5:30 pm
Recreation room with Nintendo Play Station and other games and Junior Disco for teenagers (13 - 19 years old), open until 11:00 pm and without the sale of alcoholic beverages. In the complex there are 7 freshwater pools for relaxation and sports: 6 for adults and 1 for children, highlighting the two lake-pools with Jacuzzi. Sunbeds & umbrellas service.
In addition to the Spas, there is the Health and Beauty Center with separate services for men and women, its own pool, two jacuzzis, beauty salon, hairdresser, 2 massage rooms, sauna and steam bath.
Fully equipped gym: 2 treadmills, two exercise bikes, a weight center, and 2 climbing machines.
The 8 tennis courts are free to use during the day.
In each hotel, there is an Entertainment Theater where a different show is performed every night, with dances, contests, and live music with orchestra.
And in the Palma Real Casino, there is the Jazz Club with live music. (Drinks not included)
Cocotal Golf & Country Club: Less than 5 minutes from the complex, there is our exclusive 18-hole / par 72 golf course. All guests of the complex have a special 50% discount on the green fee. Palma Real Casino, open at 3:00 pm.
In the Aquatic Activities Center and with prior reservation, customers can enjoy the following equipment without additional charge: Canoes, Kayak, Windsurf, Water bikes, Sailboats, Snorkeling, Diving lessons every day in the pool. Exits to the sea have an additional charge.
For your meetings and conventions, the hotel offers you 8 convention rooms: 7 in the Meliá Caribe and 1 in the Meliá Tropical - for more details, access the meeting room page. In addition, in the Meliá Caribe there is a Business Center, with internet, fax, copying, etc. services.
The hotel completes its facilities with boutique, pharmacy and jewelery, souvenir and newspaper shop, "Cigar Salón" smoking room that offers a wide variety of cigars from all over the world, parking, doctor on request, babysitter on request, laundry, rental of cars and motorcycles, 24-hour taxi service, and the possibility of booking diving, snorkelling, and fishing excursions.
In its new structure, a single General Manager is contemplated for both properties, as well as some positions that remain, others were unified for the entire complex.
Why is Sol Meliá a 5-star hotel?
Meliá hotels have the established architectural indexes for this category such as:
Parking:
- Public, whose capacity is based on the number of rooms in the establishment, the social and commercial areas that comprise it.
- Special area for parking taxis and tourist buses.
- Parking for managerial employees.
- Covered area at the main entrance of the establishment (covers entrance cars) sufficient for parking and circulation of vehicles.
Reception area:
- A main entrance
- An independent baggage entrance and clearly differentiated from the previous one, with relation and communication, direct with the forklift or service elevator.
- Stairs and public elevators, according to accommodation capacity, located adjacent to the reception, lobby and main entrance.
- The main lobby and lounge (Lobby) consisting of:
a.- Lounge with color televisions
b.- Living rooms
c.- Public telephones with soundproof booths
d.- Public toilets for men and women
The Reception by:
a.- Reception and information
counter b.- Box, separate from the reception
c.- Special counter for group reception
d.- Individual safety boxes
e.- Button Captain's
counter f.- Room luggage with trunk area and luggage trolleys
g.- Office for the Manager on duty, accessible to the public
Administration offices:
- Management
Office - Office for Departmental Management
- Reservations and fax office (attached to the reception)
- First aid room.
- Automatic telephone exchange
General Services Dependencies:
- Pedestrian and vehicular service entrance, independent from that of guests.
- Maneuvering yard with loading and unloading platform for goods, control and scale.
- Employee control, surveillance and security area.
- Changing rooms and staff toilets for men and women.
- Rooms for employees according to the case, for men and women.
- Offices for the different operational and administrative departments.
- Zone of warehouses and various warehouses.
- Refrigerated garbage deposit.
- Airtight garbage deposit.
- Cleaning deposit.
The kitchen facilities are:
a.- The main kitchen area comprising hot and cold kitchens, with their preparation areas (meat, fish, seafood, poultry, legumes, sauces and others), for washing dishes and pots, storage of the same, cooking and delivery; pastry and bakery.
b.- The capacity of the main kitchen is a function of the number of rooms and the area to be served.
c.- There are also auxiliary support kitchens, which serve the meeting and banquet units when they so require, with an efficient vertical and horizontal circulation system.
d.- A dining room for employees located next to the kitchen area.
e.- The room service communicates with the floor services (chambermaids room), by means of forklifts, plate lifts, stairs or service elevators.
f.- There is an additional space to the room service area, which is occupied by the equipment used to transport orders (rolling equipment).
g.- The pantry includes a food deposit, next to the main kitchen, which will be supplied from the general pantry.
h- Toilet room (cleaning).
The Maintenance units are made up of:
a.- Office of the Head of maintenance.
b.- Deposit.
c.- Various workshops.
The housing units for:
a.- Simple rooms.
b.- Double rooms.
c.- Suite rooms.
The rooms have a private bathroom and a dressing room, including a built-in closet. They also have a floor with a wall-to-wall finish and windows equipped with protection that allow the external light to pass through.
The bathrooms have all their walls and floors covered with ceramic tiles. The light switches, music environment, radio and air conditioning are located near the head of the bed, or in another suitable visible place in the room.
Complementary services include:
Commercial Area for the sale of newspapers, magazines and other services; also a place for hairdressing, crafts, etc.
The meeting and banquet facilities include:
a.- Subdivisible multipurpose room
b.- Deposit for the multipurpose room.
c.- Hall for the multipurpose
room d.- Party room, meetings and banquets
e.- Sanitary facilities for ladies and gentlemen in each of the rooms
f.- Deposit for party room, meetings and banquets
g.- Hall for party room, meetings and banquets
The laundry:
a.- Washing, drying, ironing, selection and supply areas (work area)
b.- Housekeeper's office
c.- Sewing room
d.- Deposits
Swimming pool and attached services. It includes:
a.- Swimming pool for adults and another for children, or one duly differentiated.
b.- Bathers entrance to the hotel, which leads directly to the vertical circulation core or to the rooms.
c.- Sanitary-Changing rooms next to the pool, for ladies and gentlemen
How and what are the services offered by Sol Meliá?
It has a permanently attended reception with expert and trilingual staff (Spanish, English and another language), 24 hours a day. In addition to permanent information at the counter regarding shows, tours, recreation places, tourist attractions, transportation schedules, hotel reservations and transportation; all free of charge if tourists are all-inclusive.
Further:
- Securities custody service.
- Outside doorman 16 hours a day at least.
- Taxi service 24 hours a day.
- Luggage manager per shift and a sufficient number of buttons, according to the movement of the establishment, in service 24 hours a day.
- Fax service 24 hours a day and secretarial and correspondence services for twelve hours a day.
- Free parking for hotel guests.
- Musical atmosphere in all common use rooms.
- Medical service 24 hours a day.
- Babysitting service 24 hours a day, previously contracted by the guest.
- Cafeteria-drinking fountain service of 16 hours a day (breakfast, lunch and dinner).
- Dining rooms, which must provide services for at least 3 hours for lunch and dinner.
- Letters and Menu of the grocery and beverage service, offered printed in Spanish, English and another language.
- Bar Service, without prejudice to being provided in this venue, must be offered in others, such as the Living Room, Dining Room, Multiple Use Room, outdoor areas and Game Rooms, if any.
- Barman, Maitre and Captains of Bars and Bilingual Dining Rooms (Spanish and another language).
- Food and beverage service to the rooms (room service) 24 hours a day.
- Daily press service in the rooms.
- Provide ice and cold drinking water permanently to the rooms.
- Color TV, three video channels (one in English), musical atmosphere and radio in all rooms.
- Telephone with automatic service for international internal and external calls, with auxiliaries in the bathroom.
- Cold and hot water service in the bathrooms of the rooms 24 hours a day.
- Laundry, ironing and sewing service for guests' clothes for six days a week and with at least 16 hours a day.
- Quick washing and ironing service with delivery at 4 hours maximum.
- The pool's operating hours are duly indicated, in a visible place and close to it.
- Pool service, has a lifeguard during the hours it is in operation. - Food and beverage service near the pool.
- Service for audiovisual projections, various shows and simultaneous translation, in the Multiple Use Room.
- Desk equipment in the room (stationery, pens and Bolivarian literature text).
RECOMMENDATIONS
TO MAINTAIN QUALITY: a series of training modules related to the aforementioned topics.
Provide each of its employees with a manual that clearly specifies all the requirements that the internal customer must meet in order to achieve the company's primary objective: "establish the highest levels of customer service." Detail in this manual the following points:
Personal appearance and hygiene, Customer care, Service standards, Sports and cultural activities.
Participation in gastronomic courses.
Prizes: economic, travel, etc.
Service Awards: The organization recognizes the dedication and loyalty of the employees who have worked at the hotel for two or more years.
Department of the month: all hotel departments participate. It is chosen by the members of the Executive Committee and Human Resources Manager.
Employee of the year: will be the employee who has performed best during the twelve months of the year. It is chosen by the Executive Committee.
Study permit: the personnel who study in secondary or university education are granted a maximum of ten days during the calendar year. This cap is extended for five more days when the employee studies directly related to the hotel or gastronomy. In all cases, the employee must present the corresponding certificates in the Human Resources department.
Submit a “job description” that includes all the rules and regulations (based on the * SM philosophy of customer service) that those who will be employees of this company must abide by.
CONCLUSION
The 20 million people who visit these hotels annually demonstrate confidence in the experience of this prestigious chain. It is seen that its noted distinction is due to the more than 330 hotels it owns, its ecological use and appropriate customer service.
This group is flexible to changes and to time since, due to the market it is in and the demand that is demanded, it makes quick and effective decisions.
Its new structure for the Dominican Republic is very careful in the weaknesses and climatic threats that may arise, and they are also aware that there is no duplication of command in the functions of supervisors or managers and subordinates. Its staff recognizes the changes and needs of the company as well as offering efficient service and total satisfaction.
We can conclude by saying that "the key to success in any hotel establishment is good service, regardless of whether it is an inn or a 5-star hotel."
BIBLIOGRAPHY
- Organizational Theory and Design. Gianell Peña. Sol Meliá Group. Santo Domingo, RD 2002. Grupo Mel Melia website. 5 Star Hotels. Gabriela Gómez and Angélica Attanasi. Caracas, Venezuela, 2001.
