BELUS THE VILLA BUSINESS PROCESS A Core Process These are the end to end, cross functional processes that directly deliver value to external clients or intermediaries Core processes are often referred to as primary processes as they represent the essential activities an organization performs to achieve its goals and objectives, fulfill its mission, and attain its vision a Marketing Process Process Owner Public Relations Manager Steps Understanding the Market by conducting a Market Analysis to understand the target market of Belus the Villa, including demographics, preferences, and needs and also a Competitor Analysis to evaluate competitors' strengths, weaknesses, opportunities, and threats Define clear and measurable marketing objectives that align with overall business goals Determine the distribution channels to make the product and service accessible to the target audience Execute the marketing plan according to the defined strategies Adjust tactics as needed based on the feedback and performance metrics Use insights gained to refine and improve marketing strategies and tactics Stay responsive to changes in the market, industry, and consumer behavior Assess the cost effectiveness of different channels and campaigns Conduct ongoing market research to stay informed about changes in the market Focus on building long term relationships with customers through effective communication and marketing b Sales Process Process Owner Sales Manager Steps Identify potential customers through various channels, including online bookings, travel agencies, corporate partnerships, and direct inquiries Assess the needs and preferences of potential guests, including the purpose of their stay, budget constraints, and specific requirements Prepare personalized proposals, including room options, special packages, and pricing Assist the guest in selecting the most suitable accommodation option Send a confirmation email or communication to the guest, summarizing the reservation details Reach out to guests before their arrival to confirm details and inquire about any additional needs Provide information about the Belus the Villa's facilities, dining options, and any scheduled events Offer additional services or upgrades to enhance the guest experience Ensure the guest's comfort and satisfaction during their stay Collect feedback on the guest's experience and express gratitude for their stay Encourage guests to return and provide information about future promotions Implement strategies to encourage repeat business, such as loyalty programs or exclusive offers for returning guests c Production Process Process Owner Production Manager Steps Guests make reservations through various channels, including the Belus the Villal's website, phone calls, travel agencies, or online booking platforms Belus the Villa staff plan for the arrival of guests based on the reservation data Provide room keys and essential information about the Belus the Villa's facilities, services, and policies Coordinate with housekeeping to ensure rooms are cleaned and prepared for guest occupancy Provide information about the Belus the Villa's amenities and recreational facilities Coordinate with various departments, such as housekeeping and maintenance, to maintain a high standard of service Manage restaurant and room service operations, including taking orders, food preparation, and delivery Coordinate and support any events or conferences taking place in Belus the Villa Implement security measures to ensure the safety of guests and their belongings Handle any additional requests or services, such as storing luggage for departing guests Send post stay communication, such as appreciation emails or surveys, to gather feedback Conduct regular maintenance to address wear and tear and uphold the quality of facilities d Distribution Process Process Owner Chief Marketing Officer Steps Begin by managing room inventory This involves keeping track of the number of available rooms, room types, and any restrictions or special conditions associated with each room category Set and manage room rates based on various factors such as seasonality, demand, events, and competitor pricing This includes establishing different rates for different room types and implementing dynamic pricing strategies Identify and manage distribution channels through which rooms are sold This includes both direct channels (hotel website, phone reservations) and indirect channels (online travel agencies, travel agents, global distribution systems) Connect with online travel agencies and operations team regarding Belus the Villa's website to ensure that room availability and rates are accurately reflected on these platforms Maintain and update the hotel's official website and booking engine Ensure that the website reflects accurate room availability, rates, and any special promotions Implement a central reservation system to efficiently manage reservations from various sources and facilitates the seamless integration of reservations made through different channels Implement secure and efficient payment processing systems for online bookings Ensure that payment gateways are integrated with the booking engine to enable smooth transactions Optimize for mobile bookings, as an increasing number of travelers use smartphones to make reservations Ensure that the hotel's website and booking engine are mobile friendly Regularly analyze the performance of different distribution channels Evaluate the effectiveness of each channel in terms of bookings, revenue, and overall contribution to the business Utilize a system to manage customer data, preferences, and interactions This helps in creating personalized experiences for guests and encourages repeat bookings Regularly review distribution strategies and adjust them based on market trends, competitor actions, and changes in guest preferences Stay flexible to adapt to the dynamic nature of the hospitality industry e Customer Service Process Owner Operation Manager Steps Reach out to guests before their arrival to confirm reservations and gather any special requests or preferences Efficiently handle the check in process, ensuring accuracy in guest information and reservation details Accompany guests to their rooms and explain key features, such as accomodation controls, Wi Fi access, and in room amenities Offer concierge services to assist guests with local recommendations, transportation, reservations, and other needs Have a system in place for logging and tracking guest feedback to identify areas for improvement Tailor services to meet individual guest preferences, such as room preferences, dietary restrictions, or special occasions Respond promptly to guest requests for additional amenities or room cleaning Provide attentive service in hotel restaurants and room service Assist guests in accessing recreational facilities Provide information on emergency procedures and available safety features Express gratitude for the guest's stay and invite feedback Encourage feedback through surveys or reviews to gather insights for improvement Encourage guests to consider future stays and provide incentives for return visits Maintain communication with guests after their stay through newsletters, promotions, or personalized offers Regularly review and update customer service processes based on feedback and industry best practices B Management Process (allan l ) This process is designed to plan, measure, monitor, and control business activities They ensure that a core or support process meets operational, financial, regulatory, and legal requirements Management processes do not directly add value to customers but are necessary in order to ensure the organization operates effectively and efficiently a Planning Process Owner Senior Manager Steps Formulate objectives The nature of these objectives may vary depending on the goals or mission of a business, as well as the demands of customers or consumers However, it is imperative to commence by identifying the overarching goals that the company aims to accomplish Provide a clear and concise definition of the goals and objectives of your project What is the objective you are attempting to accomplish It is imperative to ensure that objectives adhere to the SMART criteria, which stands for specific, measurable, achievable, relevant, and time bound Design and formulate tasks in order to achieve predetermined objectives The process involves decomposing each objective into more manageable and practical tasks The completion of these tasks should directly contribute to the achievement of the corresponding objective Generate a comprehensive inventory of tasks that necessitate completion Identify the necessary resources Determine the necessary resources for each individual task The aforementioned components encompass human resources, materials, technology, and any additional essential inputs It is imperative to ensure that one possesses the necessary resources in order to successfully accomplish the assigned tasks Construct a chronological sequence of events Create a chronological framework or timetable for the implementation of your project Allocate precise dates or time frames to each individual task It is important to take into account the interdependencies among tasks and to allocate sufficient time to account for potential delays or unanticipated issues The objective of this study is to ascertain the methods and techniques employed for tracking and assessing various phenomena or variables Determine the selection of key performance indicators (KPIs) or metrics for the purpose of monitoring and evaluating the advancement of your project Developing strategies to monitor and evaluate the progress of individual tasks as well as the overall project is imperative Possible academic rewrite This may encompass periodic evaluations, updates on progress, or alternative methods of monitoring Create a chronological framework or timetable for the execution of your project Please allocate precise dates or timeframes to each individual task It is important to take into account the interdependencies among tasks and to allocate sufficient time to account for potential delays or unforeseen issues Conclude the plan Conduct a thorough evaluation of the entirety of the plan to ascertain its comprehensiveness and feasibility Revise the text as required in response to feedback or alterations in circumstances Please verify that the proposed plan is in accordance with the overarching objectives of the project Disseminate the proposed strategy Disseminate the completed plan to pertinent stakeholders, team members, and all individuals participating in the project It is imperative to establish a clear comprehension among all individuals regarding their respective roles and responsibilities, while equipping them with the essential information required to effectively execute their assigned duties b Organizing Process Owner Senior Manager Steps Identify the work The initial and apparent phase in the process of organizing entails the identification of the tasks that necessitate completion by the organization This serves as the foundational starting point for our analysis The manager is required to ascertain the specific work and tasks necessary for accomplishing the objectives of the organization The act of identifying the work at hand serves to prevent miscommunication, minimize the occurrence of overlapping responsibilities, and reduce the unnecessary expenditure of time and effort Grouping of work In order to optimize workflow and enhance organizational efficiency, it is advisable to group tasks and activities that share similarities Therefore, it is imperative to establish distinct departments within the organization, and subsequently, subdivisions within each department This organization enhances the systematic operation of the company The presence of multiple departments and divisions within an organization is contingent upon factors such as organizational size and workload magnitude Each department is represented by a manager at the highest level of the management hierarchy In certain instances, smaller organizations may consolidate these departments under the supervision of a single manager Establish Hierarchy The subsequent phase in the organizational process entails the establishment of reporting relationships for each individual employee within the company The role of a manager involves establishing both vertical and horizontal relationships within the organization This facilitates the assessment and management of employee performance in a timely fashion If there is a need for rectifications, they can be promptly addressed Delegation of Authority Authority can be defined as the legitimate power an individual possesses to exercise their will and elicit compliance from others When a manager is assigned specific duties and responsibilities, it is imperative that they are also granted the necessary authority to effectively execute these tasks Without the allocation of corresponding authority alongside assigned duties, the individual in question will encounter significant impediments in effectively executing the requisite tasks and activities It is imperative to consistently allocate authority and unambiguously delineate the parameters of delegated responsibilities and powers Coordination Ultimately, it is imperative for the manager to guarantee effective coordination of all activities executed by diverse employees and groups Alternatively, such circumstances have the potential to result in interpersonal disputes among staff members, redundant tasks being performed, and the squandering of time and resources It is imperative for him to ensure that all departments are effectively executing their respective specialized tasks, while maintaining a state of harmonious coordination among these activities The primary objective is to ensure the successful achievement of the organization's goal c Leading Process Owner Senior Manager and the Board Steps The focus of this study is on the concepts of leadership orientation and commitment The leadership orientation and commitment program typically consists of a condensed one to two day session, during which influential individuals within the organization are provided with comprehensive knowledge and understanding of the principles and practices associated with High Performance During this session, participants engage in an organizational simulation aimed at providing them with firsthand experience of the distinctions between traditional and High Performance work systems As individuals engage in the study and discourse surrounding the principles of High Performance, they will acquire knowledge pertaining to the process of transformation, delve into an examination of the level of trust present within their organization, and discern the change requirements that propel their organization forward Evaluation of the Business and Organization The objective of this phase is to conduct a thorough evaluation of the organization, facilitating the development of a shared comprehension of the present condition of the enterprise The leadership team, comprising individuals from various levels and departments within the organization, engages in a comprehensive examination of a business case study The objective is to acquire knowledge on effectively utilizing the Transformation Model as a structured framework for conducting organizational analysis Subsequently, the Transformation Model is employed by organizations to conduct a methodical analysis of seven essential components present outcomes, the prevailing business environment, the existing strategy, current core processes, the current structure, and coordination and development systems The evolution of strategy and vision Prominent individuals within an organization assume the responsibility of formulating and or modifying the business strategy and trajectory During this procedural phase, organizations engage in a comprehensive evaluation of their strategic approach and long term objectives, taking into account prevailing business circumstances Consequently, they undertake the necessary measures to realign and redefine their strategic framework in order to effectively respond to marketplace dynamics and competitive pressures Exploring the Process of Change through Chartering In this phase, senior leadership evaluates the necessity of organizational redesign in order to address identified weaknesses and alignment issues within the organization as identified during the assessment process A design charter is formulated to establish the anticipated results, as well as the extent and parameters of the redesign procedure The allocation of resources, determination of time frames, and selection of a design team are undertaken to facilitate and oversee a comprehensive analysis and subsequent redesign of the organization, if deemed necessary Additionally, they ascertain the extent of the development process by identifying various aspects such as leadership training, employee orientation, team development, technical skills development, interpersonal skills development, and other anticipated training and development requirements The aforementioned plans incorporate strategic initiatives and change opportunities that have been identified during the process of strategy development and assessment, resulting in the formulation of a comprehensive change plan The charter is subsequently disseminated among employees in order to effectively convey the imperative for change and elucidate the modus operandi of the organizational transformation process The integrated management of business performance refers to the comprehensive approach taken to effectively oversee and optimize the performance of a business The management of business performance, particularly in the present intricate and swiftly evolving landscape, poses significant challenges As a result, the behavior exhibited by management may tend to prioritize short term goals and be reactive in nature, particularly in response to crises Both managers and supervisors frequently respond to requests that appear to be urgent, yet may merely be indications of underlying issues associated with defective processes or systems Another issue that arises is the potential segmentation of work into distinct functional areas, which can lead to detrimental consequences such as inadequate communication, conflicts over jurisdiction, absence of accountability for problem solving, and overall inefficiency In the fifth step, known as Integrated Management of Business Performance, leaders engage in the formulation of a shared plan and the establishment of management procedures aimed at actively overseeing the business's performance in both the immediate and long term contexts One of the primary objectives at hand is to facilitate the collaboration among leaders, fostering a cohesive team dynamic as they collectively assume accountability for the comprehensive administration of the organization d Controlling Process Owner Senior Manager and the Board Steps The objective is to establish a set of criteria or benchmarks that can be used to evaluate or measure the quality, effectiveness, or performance It is imperative to establish precise and unambiguous criteria or benchmarks by which performance will be evaluated The standards may encompass quantitative measures, such as specific numerical targets, or qualitative aspects, which involve defined levels of quality Standards serve as a fundamental framework for assessing the progress of a project or tasks Assessing Performance Consistently evaluate and quantify the performance of the project or tasks in relation to the predetermined benchmarks Utilize the designated key performance indicators (KPIs) or metrics to objectively measure and quantify progress and outcomes Compare Actual Performance with Standards and Identify Deviations This analysis involves the comparison of the observed outcomes or achievements with the predetermined benchmarks Please identify any instances of divergence or discrepancies from the anticipated level of performance The subsequent stage entails the examination and interpretation of the data acquired throughout the measurement phase Identify the underlying causes for the observed deviations Conduct an examination into the fundamental factors that contribute to any identified deviations The examination of this analysis holds significant importance in comprehending the reasons behind the potential failure to meet the predetermined performance benchmarks Possible factors that may be involved in a project include resource constraints, unanticipated obstacles, or modifications in project specifications Take appropriate measures to rectify any potential issues Utilize the findings from the analysis of deviations to execute appropriate remedial measures aimed at realigning performance with the predetermined standards This may entail modifying tasks, reallocating resources, offering supplementary training, or implementing other requisite adjustments to effectively resolve the identified concerns C Support Process Processes are enabling processes designed to assist the value delivering core processes by providing the resources and infrastructure required by primary processes a Information and Technology Processes (frances) Process Owner Information Technology Manager Steps Establish a responsive user friendly help desk to address and resolve IT related issues for staff and guests Implement regular maintenance schedules for IT systems and ensure timely updates to software and hardware to maintain optimal performance Enforce robust cybersecurity measures to safeguard sensitive data, including regular security audits, employee training, and the implementation of firewalls and antivirus solutions Develop and maintain a comprehensive backup strategy to safeguard critical data, along with a well defined disaster recovery plan to minimize downtime in case of system failures or cyberattacks Implement tools for continuous network monitoring to identify and address performance issues promptly, ensuring seamless connectivity for online reservations and other services Provide ongoing training for IT staff and end users to enhance their technological skills and ensure effective utilization of IT systems Establish metrics to assess the performance of IT support processes, regularly report on key indicators, and use feedback to improve the efficiency and effectiveness of IT support services b Finance and Accounting Processes (Haley) Process Owner Chief Financial Officer Steps Identify and track cash flow, create a financial plan and analyze the financial strengths and weaknesses of the company to propose strategic directions that are fit for Bellus the Villa Prepare financial reports and analyze financial data to discuss with the Board of Directors and Senior Management for proper financial planning Oversee the financial activity of the organization, including the activities of the accounting and financial officers and employees of Bellus the Villa Meeting revenue and earnings goals while keeping the cash flow of Bellus the Villa stable Advise each department heads of Bellus the Villa, properly assisting each of them in maximizing revenue Assist each department heads of Bellus the Villa in minimizing expenses through proper control without sacrificing both customer and employee satisfaction for the sake of Bellus the Villa's reputation Help select the Human Resource Department into choosing the proper and skilled staff for the financial team of the company Create financial forecasts and modeling from both the company's past performances, internal and external factors and performances of the company, and from the industry's market performance as well Organize past, current and predicted financial results of Bellus the Villa to present to the CEO and advise them in making sound financial decisions that fits best for the company Ensure strong return on investment (ROI) of Bellus the Villa through appropriate strategies Ensure that Bellus the Villa is able to meet its short term financial obligations to shareholders, as well as maximize the use of the funds from long term obligations c Human Resources Process (frances) Process Owner Human Resource Manager Steps Identify how many staff are needed now and in the future, figure out what skills are lacking, and make plans for hiring, training, and development Create job descriptions, advertise positions, review resumes, conduct interviews and tests, and choose the best candidates Make a process to welcome and train new hires, hold orientation sessions, provide necessary resources, and ensure new employees fit into the Belus The Villa culture Find out what training is needed, create and run training programs, offer chances for skill growth, and check if the training is working Do regular performance reviews, give feedback and recognition, and handle performance issues with improvement plans Set competitive salaries and benefits, manage payroll and benefits, and follow labor laws and rules Handle employee problems, encourage a positive workplace, communicate company rules, and boost employee engagement and morale Make and enforce health and safety rules, do regular safety training, and follow health and safety laws Use and maintain HR software, manage employee records and data, and make reports for analysis and decisions Keep up with labor laws, follow employment laws, and handle legal problems and disputes d Vendor Management Processes (Pau) Process Owner Chief Operation Officer Steps Carefully choosing suppliers for goods and services based on quality, reliability, and cost for Belus the Villa's daily operations Negotiate favorable terms, pricing, and service level agreements with vendors Regular assessment of vendor performance to ensure they meet agreed upon standards Establish clear communication channels to address issues promptly and maintain a strong vendor relationship to avoid supplier conflict Identify and mitigate potential risks associated with vendors to prevent disruptions with Belus the Villa's accomodation service Streamline invoice and payment processes to ensure timely and accurate transactions Ensure vendors adhere to industry regulations and standards Regular evaluation of vendor processes and seeking opportunities for improvement Carefully choosing suppliers for goods and services based on quality, reliability, and cost for Belus the Villa's e Operational Processes (Camila) Process Owner Operation Chief Officer Steps f Risk Management Process (shane) Process Owner Chief Risk Officer Steps Identify the potential risk that Belus the Villa may face This could include operational, financial, legal, safety, environmental, and reputational risks Risks that must be considered are risks related to natural disasters, accidents, security issues, health and safety concerns, and other relevant factors Evaluates the likelihood and potential impact of each identified risk Prioritize risks based on their severity and the potential harm they could cause to guests, staff, and the resort's operations Use risk assessment tools and techniques to quantify and qualify risks Develop strategies to mitigate or control identified risks, implement safety protocols and procedures to minimize the likelihood and impact of risks and consider insurance options to transfer certain risks to manage and reduce the impact of potential risks Develop and implement emergency response plans and conduct regular drills and training for staff to ensure they are well prepared to respond to emergencies Ensure that Belus the Villa is in compliance with health and safety standards, building codes, and other applicable regulations Also, stay informed about relevant laws and regulations that pertain to the resort industry Ensure workplace safety and minimize risks by effectively communicating risk management policies and procedures to all staff members Additionally, ongoing training sessions should be conducted to educate employees on safety measures, emergency response protocols, and effective risk mitigation strategies Continuously monitors, reviews, and adapts risk management strategies based on changing circumstances, new information, or evolving risks Promote a culture of continuous risk management improvement by actively seeking feedback from staff and guests to enhance safety and risk mitigation measures g Security Management Process (frances) Process Owner Safety Security Manager Steps Identify and assess security risks and threats to Belus The Villa, taking into account the location, local crime rates, and specific vulnerabilities within the hospitality industry Develop and implement tailored security policies and procedures for Belus The Villa, covering access control, emergency response, and other pertinent areas to address identified risks Install and maintain strategically placed surveillance cameras, monitoring feeds in real time to detect and respond promptly to security incidents and regularly update an incident response plan, conducting drills and training sessions to ensure staff familiarity with the procedures for various security incidents Provide comprehensive security training for all staff members, including front desk personnel, housekeeping, and security staff, covering emergency procedures, recognizing suspicious behavior, and communication protocols Conduct regular security audits to assess the effectiveness of implemented measures, identify areas for improvement, and implement corrective actions Establish communication channels and protocols with local law enforcement and emergency services for a coordinated response in the event of security incidents Implement safety measures within the Belus The Villa premises and common areas, communicating safety procedures through information in rooms and orientation materials Implement cybersecurity measures to protect sensitive guest information and the Belus The Villa digital infrastructure, and provide staff training on recognizing and preventing cyber threats Conduct regular security awareness programs for both guests and staff, fostering a culture of security consciousness throughout Belus The Villa h Quality Management Process (phia) Process Owner Steps Communicate with other department heads to define the vision statement of Belus The Villa stating its commitment to providing exquisite hospitality Identify the customer requirements and expectations, such as booking, check in, check out, and payment Develop and implement detailed quality standards that represent the essence of Belus The Villa, maintaining consistency in delivering exquisite hospitality, and serene ambiance Work closely with the Operations Manager and Housekeeping Manager on villa specific guidelines and procedures that reflect exquisite hospitality, and serene ambiance Ensure that quality objectives encompass all aspects of the Belus The Villa's operations, which include cleanliness, maintenance, high quality services, and guest experience aligning with the luxurious Greek inspired ambiance and serene environment Implement a system of integrated quality control measures to ensure that quality is not a separate process, but a continuous and consistent part of the Belus The Villa experience, and to also provide the best possible services to the guests Conduct regular quality audits and reviews to verify compliance and effectiveness of the quality management system Inspect and test amenities and services of Belus The Villa before, during, and after guests use it, these also include room inspection, spa massage inspection, and food inspection Control and dispose of any defective or nonconforming services, such as rework, repair, reject, or scrap Train all staff on how to offer divine hospitality, and to meet specific quality standards for their respective roles Also, encourage staff to proactively identify and solve quality issues Utilize guest feedback surveys and real time feedback mechanisms, to make sure that they enjoy the relaxing and luxurious environment that Belus The Villa offers Regularly monitor these guest feedbacks and use it as a key component to measure the effectiveness of quality standards applied Evaluate and update quality standards on a regular basis to keep up with the changing preferences of guests and industry trends or best practices Gather and analyze quality data from inspections, audits, surveys, and guest feedback, and use these quality data to identify trends, track progress, and support decision making to ensure transparency and quality management practices Communicate quality data to different department heads and employees in a clear and engaging manner, promoting continuous improvement Encourage employees to share their ideas and opinions on how to improve quality, valuing their insights and perspectives i Corporate Governance Processes (Haley) Process Owner Senior Management and Board of DIrectors Steps Board of Directors' treatment of all stakeholders with utmost fairness and equal consideration Provide timely, accurate, precise, and complete information about Bellus the Villa towards shareholders and its employees Oversight of corporate matters and management activities of the company Identify risks, their impacts, and which of them are to be prioritized and then set a proper risk control to implement towards Bellus the Villa's senior management Provide plans and actions on risk management and inform relevant parties involved in the operation the goals and objectives that the company needs to meet within the full operating proper tone at the top behavior to promote proper ethical culture and environment within the organization of Bellus the Villa Promote and implement ethical standards with Bellus the Villa to avoid conflicts or have them properly addressed if need be Clarify the purpose of each of the company's activities to department heads or managers in order to maximize efficiency and promote cultural drive for the employees In terms ofoperation department, list down the processes and how they're done (steps) in vilmake it comprehensive and detailed

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BELUS THE VILLA BUSINESS PROCESS A. Core Process These are the end-to-end, cross-functional processes that directly deliver value to external clients or intermediaries. Core processes

BELUS THE VILLA

BUSINESS PROCESS

A. Core Process

These are the end-to-end, cross-functional processes that directly deliver value to external clients or intermediaries. Core processes are often referred to as "primary" processes as they represent the essential activities an organization performs to achieve its goals and objectives, fulfill its mission, and attain its vision.

a. Marketing Process

Process Owner: Public Relations Manager

Steps:

Understanding the Market by conducting a Market Analysis to understand the target market of Belus the Villa, including demographics, preferences, and needs and also a Competitor Analysis to evaluate competitors' strengths, weaknesses, opportunities, and threats.
Define clear and measurable marketing objectives that align with overall business goals.
Determine the distribution channels to make the product and service accessible to the target audience.
Execute the marketing plan according to the defined strategies.
Adjust tactics as needed based on the feedback and performance metrics.
Use insights gained to refine and improve marketing strategies and tactics.
Stay responsive to changes in the market, industry, and consumer behavior.
Assess the cost-effectiveness of different channels and campaigns.
Conduct ongoing market research to stay informed about changes in the market.
Focus on building long-term relationships with customers through effective communication and marketing.

b. Sales Process

Process Owner: Sales Manager

Steps:

Identify potential customers through various channels, including online bookings, travel agencies, corporate partnerships, and direct inquiries.
Assess the needs and preferences of potential guests, including the purpose of their stay, budget constraints, and specific requirements.
Prepare personalized proposals, including room options, special packages, and pricing.
Assist the guest in selecting the most suitable accommodation option.
Send a confirmation email or communication to the guest, summarizing the reservation details.
Reach out to guests before their arrival to confirm details and inquire about any additional needs.
Provide information about the Belus the Villa's facilities, dining options, and any scheduled events.
Offer additional services or upgrades to enhance the guest experience.
Ensure the guest's comfort and satisfaction during their stay.
Collect feedback on the guest's experience and express gratitude for their stay.
Encourage guests to return and provide information about future promotions.
Implement strategies to encourage repeat business, such as loyalty programs or exclusive offers for returning guests.

c. Production Process

Process Owner: Production Manager

Steps:

Guests make reservations through various channels, including the Belus the Villal's website, phone calls, travel agencies, or online booking platforms.
Belus the Villa staff plan for the arrival of guests based on the reservation data.
Provide room keys and essential information about the Belus the Villa's facilities, services, and policies.
Coordinate with housekeeping to ensure rooms are cleaned and prepared for guest occupancy.
Provide information about the Belus the Villa's amenities and recreational facilities.
Coordinate with various departments, such as housekeeping and maintenance, to maintain a high standard of service.
Manage restaurant and room service operations, including taking orders, food preparation, and delivery.
Coordinate and support any events or conferences taking place in Belus the Villa.
Implement security measures to ensure the safety of guests and their belongings.
Handle any additional requests or services, such as storing luggage for departing guests.
Send post-stay communication, such as appreciation emails or surveys, to gather feedback.
Conduct regular maintenance to address wear and tear and uphold the quality of facilities.

d. Distribution Process

Process Owner: Chief Marketing Officer

Steps:

Begin by managing room inventory. This involves keeping track of the number of available rooms, room types, and any restrictions or special conditions associated with each room category.
Set and manage room rates based on various factors such as seasonality, demand, events, and competitor pricing. This includes establishing different rates for different room types and implementing dynamic pricing strategies.
Identify and manage distribution channels through which rooms are sold. This includes both direct channels (hotel website, phone reservations) and indirect channels (online travel agencies, travel agents, global distribution systems).
Connect with online travel agencies and operations team regarding Belus the Villa's website to ensure that room availability and rates are accurately reflected on these platforms.
Maintain and update the hotel's official website and booking engine. Ensure that the website reflects accurate room availability, rates, and any special promotions.
Implement a central reservation system to efficiently manage reservations from various sources and facilitates the seamless integration of reservations made through different channels.
Implement secure and efficient payment processing systems for online bookings. Ensure that payment gateways are integrated with the booking engine to enable smooth transactions.
Optimize for mobile bookings, as an increasing number of travelers use smartphones to make reservations. Ensure that the hotel's website and booking engine are mobile-friendly.
Regularly analyze the performance of different distribution channels. Evaluate the effectiveness of each channel in terms of bookings, revenue, and overall contribution to the business.
Utilize a system to manage customer data, preferences, and interactions. This helps in creating personalized experiences for guests and encourages repeat bookings.
Regularly review distribution strategies and adjust them based on market trends, competitor actions, and changes in guest preferences. Stay flexible to adapt to the dynamic nature of the hospitality industry.

e. Customer Service

Process Owner: Operation Manager

Steps:

Reach out to guests before their arrival to confirm reservations and gather any special requests or preferences.
Efficiently handle the check-in process, ensuring accuracy in guest information and reservation details.
Accompany guests to their rooms and explain key features, such as accomodation controls, Wi-Fi access, and in-room amenities.
Offer concierge services to assist guests with local recommendations, transportation, reservations, and other needs.
Have a system in place for logging and tracking guest feedback to identify areas for improvement.
Tailor services to meet individual guest preferences, such as room preferences, dietary restrictions, or special occasions.
Respond promptly to guest requests for additional amenities or room cleaning.
Provide attentive service in hotel restaurants and room service.
Assist guests in accessing recreational facilities.
Provide information on emergency procedures and available safety features.
Express gratitude for the guest's stay and invite feedback.
Encourage feedback through surveys or reviews to gather insights for improvement.
Encourage guests to consider future stays and provide incentives for return visits.
Maintain communication with guests after their stay through newsletters, promotions, or personalized offers.
Regularly review and update customer service processes based on feedback and industry best practices.

B. Management Process(allan l.)

This process is designed to plan, measure, monitor, and control business activities. They ensure that a core or support process meets operational, financial, regulatory, and legal requirements. Management processes do not directly add value to customers but are necessary in order to ensure the organization operates effectively and efficiently.

a. Planning

Process Owner: Senior Manager

Steps:

Formulate objectives - The nature of these objectives may vary depending on the goals or mission of a business, as well as the demands of customers or consumers. However, it is imperative to commence by identifying the overarching goals that the company aims to accomplish. Provide a clear and concise definition of the goals and objectives of your project. What is the objective you are attempting to accomplish? It is imperative to ensure that objectives adhere to the SMART criteria, which stands for specific, measurable, achievable, relevant, and time-bound.
Design and formulate tasks in order to achieve predetermined objectives. - The process involves decomposing each objective into more manageable and practical tasks. The completion of these tasks should directly contribute to the achievement of the corresponding objective. Generate a comprehensive inventory of tasks that necessitate completion.
Identify the necessary resources - Determine the necessary resources for each individual task. The aforementioned components encompass human resources, materials, technology, and any additional essential inputs. It is imperative to ensure that one possesses the necessary resources in order to successfully accomplish the assigned tasks.
Construct a chronological sequence of events - Create a chronological framework or timetable for the implementation of your project. Allocate precise dates or time frames to each individual task. It is important to take into account the interdependencies among tasks and to allocate sufficient time to account for potential delays or unanticipated issues.
The objective of this study is to ascertain the methods and techniques employed for tracking and assessing various phenomena or variables - Determine the selection of key performance indicators (KPIs) or metrics for the purpose of monitoring and evaluating the advancement of your project. Developing strategies to monitor and evaluate the progress of individual tasks as well as the overall project is imperative. Possible academic rewrite: This may encompass periodic evaluations, updates on progress, or alternative methods of monitoring.Create a chronological framework or timetable for the execution of your project. Please allocate precise dates or timeframes to each individual task. It is important to take into account the interdependencies among tasks and to allocate sufficient time to account for potential delays or unforeseen issues.
Conclude the plan - Conduct a thorough evaluation of the entirety of the plan to ascertain its comprehensiveness and feasibility. Revise the text as required in response to feedback or alterations in circumstances. Please verify that the proposed plan is in accordance with the overarching objectives of the project.
Disseminate the proposed strategy - Disseminate the completed plan to pertinent stakeholders, team members, and all individuals participating in the project. It is imperative to establish a clear comprehension among all individuals regarding their respective roles and responsibilities, while equipping them with the essential information required to effectively execute their assigned duties.

b. Organizing

Process Owner: Senior Manager

Steps:

Identify the work - The initial and apparent phase in the process of organizing entails the identification of the tasks that necessitate completion by the organization. This serves as the foundational starting point for our analysis. The manager is required to ascertain the specific work and tasks necessary for accomplishing the objectives of the organization.

The act of identifying the work at hand serves to prevent miscommunication, minimize the occurrence of overlapping responsibilities, and reduce the unnecessary expenditure of time and effort.

Grouping of work - In order to optimize workflow and enhance organizational efficiency, it is advisable to group tasks and activities that share similarities. Therefore, it is imperative to establish distinct departments within the organization, and subsequently, subdivisions within each department. This organization enhances the systematic operation of the company.

The presence of multiple departments and divisions within an organization is contingent upon factors such as organizational size and workload magnitude. Each department is represented by a manager at the highest level of the management hierarchy.

In certain instances, smaller organizations may consolidate these departments under the supervision of a single manager.

Establish Hierarchy - The subsequent phase in the organizational process entails the establishment of reporting relationships for each individual employee within the company. The role of a manager involves establishing both vertical and horizontal relationships within the organization.

This facilitates the assessment and management of employee performance in a timely fashion. If there is a need for rectifications, they can be promptly addressed.

Delegation of Authority - Authority can be defined as the legitimate power an individual possesses to exercise their will and elicit compliance from others. When a manager is assigned specific duties and responsibilities, it is imperative that they are also granted the necessary authority to effectively execute these tasks.

Without the allocation of corresponding authority alongside assigned duties, the individual in question will encounter significant impediments in effectively executing the requisite tasks and activities. It is imperative to consistently allocate authority and unambiguously delineate the parameters of delegated responsibilities and powers.

Coordination - Ultimately, it is imperative for the manager to guarantee effective coordination of all activities executed by diverse employees and groups. Alternatively, such circumstances have the potential to result in interpersonal disputes among staff members, redundant tasks being performed, and the squandering of time and resources. It is imperative for him to ensure that all departments are effectively executing their respective specialized tasks, while maintaining a state of harmonious coordination among these activities. The primary objective is to ensure the successful achievement of the organization's goal.

c. Leading

Process Owner: Senior Manager and the Board

Steps:

The focus of this study is on the concepts of leadership orientation and commitment - The leadership orientation and commitment program typically consists of a condensed one to two-day session, during which influential individuals within the organization are provided with comprehensive knowledge and understanding of the principles and practices associated with High Performance. During this session, participants engage in an organizational simulation aimed at providing them with firsthand experience of the distinctions between traditional and High Performance work systems. As individuals engage in the study and discourse surrounding the principles of High Performance, they will acquire knowledge pertaining to the process of transformation, delve into an examination of the level of trust present within their organization, and discern the change requirements that propel their organization forward.

Evaluation of the Business and Organization - The objective of this phase is to conduct a thorough evaluation of the organization, facilitating the development of a shared comprehension of the present condition of the enterprise. The leadership team, comprising individuals from various levels and departments within the organization, engages in a comprehensive examination of a business case study. The objective is to acquire knowledge on effectively utilizing the Transformation Model as a structured framework for conducting organizational analysis. Subsequently, the Transformation Model is employed by organizations to conduct a methodical analysis of seven essential components: present outcomes, the prevailing business environment, the existing strategy, current core processes, the current structure, and coordination and development systems.

The evolution of strategy and vision - Prominent individuals within an organization assume the responsibility of formulating and/or modifying the business strategy and trajectory. During this procedural phase, organizations engage in a comprehensive evaluation of their strategic approach and long-term objectives, taking into account prevailing business circumstances. Consequently, they undertake the necessary measures to realign and redefine their strategic framework in order to effectively respond to marketplace dynamics and competitive pressures.

Exploring the Process of Change through Chartering - In this phase, senior leadership evaluates the necessity of organizational redesign in order to address identified weaknesses and alignment issues within the organization as identified during the assessment process. A design charter is formulated to establish the anticipated results, as well as the extent and parameters of the redesign procedure. The allocation of resources, determination of time frames, and selection of a design team are undertaken to facilitate and oversee a comprehensive analysis and subsequent redesign of the organization, if deemed necessary. Additionally, they ascertain the extent of the development process by identifying various aspects such as leadership training, employee orientation, team development, technical skills development, interpersonal skills development, and other anticipated training and development requirements. The aforementioned plans incorporate strategic initiatives and change opportunities that have been identified during the process of strategy development and assessment, resulting in the formulation of a comprehensive change plan. The charter is subsequently disseminated among employees in order to effectively convey the imperative for change and elucidate the modus operandi of the organizational transformation process.

The integrated management of business performance refers to the comprehensive approach taken to effectively oversee and optimize the performance of a business - The management of business performance, particularly in the present intricate and swiftly evolving landscape, poses significant challenges. As a result, the behavior exhibited by management may tend to prioritize short-term goals and be reactive in nature, particularly in response to crises. Both managers and supervisors frequently respond to requests that appear to be urgent, yet may merely be indications of underlying issues associated with defective processes or systems. Another issue that arises is the potential segmentation of work into distinct functional areas, which can lead to detrimental consequences such as inadequate communication, conflicts over jurisdiction, absence of accountability for problem-solving, and overall inefficiency. In the fifth step, known as Integrated Management of Business Performance, leaders engage in the formulation of a shared plan and the establishment of management procedures aimed at actively overseeing the business's performance in both the immediate and long-term contexts. One of the primary objectives at hand is to facilitate the collaboration among leaders, fostering a cohesive team dynamic as they collectively assume accountability for the comprehensive administration of the organization.

d. Controlling

Process Owner: Senior Manager and the Board

Steps:

The objective is to establish a set of criteria or benchmarks that can be used to evaluate or measure the quality, effectiveness, or performance - It is imperative to establish precise and unambiguous criteria or benchmarks by which performance will be evaluated. The standards may encompass quantitative measures, such as specific numerical targets, or qualitative aspects, which involve defined levels of quality. Standards serve as a fundamental framework for assessing the progress of a project or tasks.

Assessing Performance - Consistently evaluate and quantify the performance of the project or tasks in relation to the predetermined benchmarks. Utilize the designated key performance indicators (KPIs) or metrics to objectively measure and quantify progress and outcomes.

Compare Actual Performance with Standards and Identify Deviations - This analysis involves the comparison of the observed outcomes or achievements with the predetermined benchmarks. Please identify any instances of divergence or discrepancies from the anticipated level of performance. The subsequent stage entails the examination and interpretation of the data acquired throughout the measurement phase.

Identify the underlying causes for the observed deviations - Conduct an examination into the fundamental factors that contribute to any identified deviations. The examination of this analysis holds significant importance in comprehending the reasons behind the potential failure to meet the predetermined performance benchmarks. Possible factors that may be involved in a project include resource constraints, unanticipated obstacles, or modifications in project specifications.

Take appropriate measures to rectify any potential issues - Utilize the findings from the analysis of deviations to execute appropriate remedial measures aimed at realigning performance with the predetermined standards. This may entail modifying tasks, reallocating resources, offering supplementary training, or implementing other requisite adjustments to effectively resolve the identified concerns.

C. Support Process

Processes are enabling processes designed to assist the value-delivering core processes by providing the resources and infrastructure required by primary processes.

a. Information and Technology Processes (frances)

Process Owner: Information Technology Manager

Steps:

Establish a responsive user-friendly help desk to address and resolve IT-related issues for staff and guests
Implement regular maintenance schedules for IT systems and ensure timely updates to software and hardware to maintain optimal performance.
Enforce robust cybersecurity measures to safeguard sensitive data, including regular security audits, employee training, and the implementation of firewalls and antivirus solutions.
Develop and maintain a comprehensive backup strategy to safeguard critical data, along with a well-defined disaster recovery plan to minimize downtime in case of system failures or cyberattacks.
Implement tools for continuous network monitoring to identify and address performance issues promptly, ensuring seamless connectivity for online reservations and other services.
Provide ongoing training for IT staff and end-users to enhance their technological skills and ensure effective utilization of IT systems.
Establish metrics to assess the performance of IT support processes, regularly report on key indicators, and use feedback to improve the efficiency and effectiveness of IT support services.

b. Finance and Accounting Processes (Haley)

Process Owner: Chief Financial Officer

Steps:

Identify and track cash flow, create a financial plan and analyze the financial strengths and weaknesses of the company to propose strategic directions that are fit for Bellus the Villa.
Prepare financial reports and analyze financial data to discuss with the Board of Directors and Senior Management for proper financial planning.
Oversee the financial activity of the organization, including the activities of the accounting and financial officers and employees of Bellus the Villa.
Meeting revenue and earnings goals while keeping the cash flow of Bellus the Villa stable.
Advise each department heads of Bellus the Villa, properly assisting each of them in maximizing revenue.
Assist each department heads of Bellus the Villa in minimizing expenses through proper control without sacrificing both customer and employee satisfaction for the sake of Bellus the Villa's reputation.
Help select the Human Resource Department into choosing the proper and skilled staff for the financial team of the company.
Create financial forecasts and modeling from both the company's past performances, internal and external factors and performances of the company, and from the industry's market performance as well.
Organize past, current and predicted financial results of Bellus the Villa to present to the CEO and advise them in making sound financial decisions that fits best for the company.
Ensure strong return on investment (ROI) of Bellus the Villa through appropriate strategies.
Ensure that Bellus the Villa is able to meet its short-term financial obligations to shareholders, as well as maximize the use of the funds from long-term obligations.

c. Human Resources Process (frances)

Process Owner: Human Resource Manager

Steps:

Identify how many staff are needed now and in the future, figure out what skills are lacking, and make plans for hiring, training, and development.
Create job descriptions, advertise positions, review resumes, conduct interviews and tests, and choose the best candidates.
Make a process to welcome and train new hires, hold orientation sessions, provide necessary resources, and ensure new employees fit into the Belus The Villa culture.
Find out what training is needed, create and run training programs, offer chances for skill growth, and check if the training is working.
Do regular performance reviews, give feedback and recognition, and handle performance issues with improvement plans.
Set competitive salaries and benefits, manage payroll and benefits, and follow labor laws and rules.
Handle employee problems, encourage a positive workplace, communicate company rules, and boost employee engagement and morale.
Make and enforce health and safety rules, do regular safety training, and follow health and safety laws.
Use and maintain HR software, manage employee records and data, and make reports for analysis and decisions.
Keep up with labor laws, follow employment laws, and handle legal problems and disputes.

d. Vendor Management Processes (Pau)

Process Owner: Chief Operation Officer

Steps:

Carefully choosing suppliers for goods and services based on quality, reliability, and cost for Belus the Villa's daily operations.
Negotiate favorable terms, pricing, and service level agreements with vendors.
Regular assessment of vendor performance to ensure they meet agreed-upon standards.
Establish clear communication channels to address issues promptly and maintain a strong vendor relationship to avoid supplier conflict.
Identify and mitigate potential risks associated with vendors to prevent disruptions with Belus the Villa's accomodation service.
Streamline invoice and payment processes to ensure timely and accurate transactions.
Ensure vendors adhere to industry regulations and standards.
Regular evaluation of vendor processes and seeking opportunities for improvement.

Carefully choosing suppliers for goods and services based on quality, reliability, and cost for Belus the Villa's

e. Operational Processes (Camila)

Process Owner: Operation Chief Officer

Steps:

f. Risk Management Process (shane)

Process Owner: Chief Risk Officer

Steps:

Identify the potential risk that Belus the Villa may face. This could include operational, financial, legal, safety, environmental, and reputational risks. Risks that must be considered are risks related to natural disasters, accidents, security issues, health and safety concerns, and other relevant factors.
Evaluates the likelihood and potential impact of each identified risk
Prioritize risks based on their severity and the potential harm they could cause to guests, staff, and the resort's operations.
Use risk assessment tools and techniques to quantify and qualify risks.
Develop strategies to mitigate or control identified risks, implement safety protocols and procedures to minimize the likelihood and impact of risks and consider insurance options to transfer certain risks to manage and reduce the impact of potential risks.
Develop and implement emergency response plans and conduct regular drills and training for staff to ensure they are well prepared to respond to emergencies.
Ensure that Belus the Villa is in compliance with health and safety standards, building codes, and other applicable regulations. Also, stay informed about relevant laws and regulations that pertain to the resort industry.
Ensure workplace safety and minimize risks by effectively communicating risk management policies and procedures to all staff members. Additionally, ongoing training sessions should be conducted to educate employees on safety measures, emergency response protocols, and effective risk mitigation strategies.
Continuously monitors, reviews, and adapts risk management strategies based on changing circumstances, new information, or evolving risks.
Promote a culture of continuous risk management improvement by actively seeking feedback from staff and guests to enhance safety and risk mitigation measures.

g. Security Management Process (frances)

Process Owner: Safety/ Security Manager

Steps:

Identify and assess security risks and threats to Belus The Villa, taking into account the location, local crime rates, and specific vulnerabilities within the hospitality industry.
Develop and implement tailored security policies and procedures for Belus The Villa, covering access control, emergency response, and other pertinent areas to address identified risks.
Install and maintain strategically placed surveillance cameras, monitoring feeds in real-time to detect and respond promptly to security incidents and regularly update an incident response plan, conducting drills and training sessions to ensure staff familiarity with the procedures for various security incidents.
Provide comprehensive security training for all staff members, including front desk personnel, housekeeping, and security staff, covering emergency procedures, recognizing suspicious behavior, and communication protocols.
Conduct regular security audits to assess the effectiveness of implemented measures, identify areas for improvement, and implement corrective actions.
Establish communication channels and protocols with local law enforcement and emergency services for a coordinated response in the event of security incidents.
Implement safety measures within the Belus The Villa premises and common areas, communicating safety procedures through information in rooms and orientation materials.
Implement cybersecurity measures to protect sensitive guest information and the Belus The Villa digital infrastructure, and provide staff training on recognizing and preventing cyber threats.
Conduct regular security awareness programs for both guests and staff, fostering a culture of security consciousness throughout Belus The Villa.

h. Quality Management Process (phia)

Process Owner:

Steps:

Communicate with other department heads to define the vision statement of Belus The Villa stating its commitment to providing exquisite hospitality.
Identify the customer requirements and expectations, such as booking, check-in, check-out, and payment.
Develop and implement detailed quality standards that represent the essence of Belus The Villa, maintaining consistency in delivering exquisite hospitality, and serene ambiance.
Work closely with the Operations Manager and Housekeeping Manager on villa-specific guidelines and procedures that reflect exquisite hospitality, and serene ambiance.
Ensure that quality objectives encompass all aspects of the Belus The Villa's operations, which include cleanliness, maintenance, high-quality services, and guest experience aligning with the luxurious Greek-inspired ambiance and serene environment.
Implement a system of integrated quality control measures to ensure that quality is not a separate process, but a continuous and consistent part of the Belus The Villa experience, and to also provide the best possible services to the guests.
Conduct regular quality audits and reviews to verify compliance and effectiveness of the quality management system.
Inspect and test amenities and services of Belus The Villa before, during, and after guests use it, these also include room inspection, spa massage inspection, and food inspection.
Control and dispose of any defective or nonconforming services, such as rework, repair, reject, or scrap.
Train all staff on how to offer divine hospitality, and to meet specific quality standards for their respective roles. Also, encourage staff to proactively identify and solve quality issues.
Utilize guest feedback surveys and real-time feedback mechanisms, to make sure that they enjoy the relaxing and luxurious environment that Belus The Villa offers.
Regularly monitor these guest feedbacks and use it as a key component to measure the effectiveness of quality standards applied.
Evaluate and update quality standards on a regular basis to keep up with the changing preferences of guests and industry trends or best practices.
Gather and analyze quality data from inspections, audits, surveys, and guest feedback, and use these quality data to identify trends, track progress, and support decision-making to ensure transparency and quality management practices.
Communicate quality data to different department heads and employees in a clear and engaging manner, promoting continuous improvement.
Encourage employees to share their ideas and opinions on how to improve quality, valuing their insights and perspectives.

i. Corporate Governance Processes (Haley)

Process Owner: Senior Management and Board of DIrectors

Steps:

Board of Directors' treatment of all stakeholders with utmost fairness and equal consideration.
Provide timely, accurate, precise, and complete information about Bellus the Villa towards shareholders and its employees.
Oversight of corporate matters and management activities of the company.
Identify risks, their impacts, and which of them are to be prioritized and then set a proper risk control to implement towards Bellus the Villa's senior management.
Provide plans and actions on risk management and inform relevant parties involved in the operation
the goals and objectives that the company needs to meet within the full operating proper tone-at-the-top behavior to promote proper ethical culture and environment within the organization of Bellus the Villa.
Promote and implement ethical standards with Bellus the Villa to avoid conflicts or have them properly addressed if need be.
Clarify the purpose of each of the company's activities to department heads or managers in order to maximize efficiency and promote cultural drive for the employees.

In terms ofoperation department, list down the processes and how they're done (steps) in vilmake it comprehensive and detailed