Proposed Mission and Vision

Vision

 To be considered as one of the most preferred and welcoming guest houses in the South
Asian region 2020
 Our vision is to make guests feel like they are home away from home.
 Our vision is to make Premier Lodge stand out from the competitors and exceed guest
expectations

Mission

 To serve and provide both foreign and domestic tourists, giving them value for what they
spent and increasing value of the guest house’s stakeholders
 Our mission is to offer a friendly, homelike experience to tourists who like to relax and abide
by the law
 Our mission is to gain repeat customers by giving them a hygienic, safe and secure
environment

Propose core values / guiding principles

 Service Excellence

We will satisfy our guests by giving superior services compared to our competitors’ every time we
deal with them, with sincerity and care.

 Service Basics
o Offer a memorable welcoming or greeting
o meet the guest’s wants, requests and needs at all times
o always be flexible and compromise instead of saying no
o offer a memorable farewell when guests check out
o always remember to use the guest’s name to make them feel recognised
 Courtesy

Always show courtesy with good attitude and politeness by smiling and showing attentiveness from
expressions and body language

 Right first time

Show empathy. Understand the guest the first time and anticipate guest needs
  Guest loyalty

Use the Guest Preference Programme to gain guest loyalty through recognition as we cannot afford
to lose a guest.

 Co-operation

Show commitment to work together as a team in order to improve productivity, efficiency and to
show better results. Always enjoy your working environment and give 100% for the guests.

 Presentation and excellence

Maintain the hygiene of the hotel, and make sure to be groomed well and present yourself well in the
uniform.

 Ownership / Involvement / Improvement

Show leadership and ownership in the working environment. Always give ideas and suggestions in
order to improve standards continuously. Be responsible and identify negative things about the guest
house to get rid of any defects.

 Safety and security

Everyone should be committed to maintain a safe and secure working environment for the sake of the
well-being of both guests and employees. Make sure that safe practices are in use and report any
suspicious activities to higher authorities. Follow the guest house’s safety procedures and be alert.

Human Resource Plan

 Organizational Structure

The guesthouse’s organizational structure includes the following

Owner

General
Manager

Supervisor

Sales and Finance and Human House Safety and

Front office kitchen
Marketing Administration Resoursce Operations Security
Departmental Structure

 Sales and Marketing Department

Marketing Manager

Assistant Marketing
Manager

 Finance Administration Department

Finance Manager

Assistant Finance
Manager
 Human Resource Department

Human Resource
Manager

Assistant Human
Resource Manager

 House Operations

House Operation
Manager

Maintainence
Manager

Maintainence
Staff

Room Boys
 Front Office Department

Front Office
Manager

Assistant Front
Office Manager

Reservation
Receptionist Cashier Night Audit
Assistant

 Kitchen Department

Executive Chef

Sous Chef

Butcher Baker Pantry

 Safety and Security

Safety and Security

Director

Accident Investigation
Safety Manager Safety Training
/ Engineering