HPC

• 4 T’S OF MANAGING OPERATIONAL RISK - Treat, Terminate,Tolerate, Transfer
• Tolerate : management decides they are okay with a certain operational risk and does not action to stop it.
• Treat : management puts in place certain maneuvers that decrease the potential total risk.
• Terminate : management is not okay with any level of risk with a certain activity and decides to stop that activity.
• Tolerate : management decides they are okay with a certain operational risk and does not action to stop it.

  Terminate : management is not okay with any level of risk with a certain activity and decides to stop that activity.

  Treat : management puts in place certain maneuvers that decrease the potential total risk.

  Transfer : management wants to perform an activity but seeks a third-party to incur the risk on their behalf (i.e. buy insurance).
• Transfer : management wants to perform an activity but seeks a third-party to incur the risk on their behalf (i.e. buy insurance).
• Levels of Service: World-class service

  Mid-Range Service

  Budget / Limited Service
• World-class service: also called luxury / Five Star hotels, target top business executives, entertainment celebrities, high-ranking political figures, and wealthy clientele as their primary markets.
• Mid-Range Service: 3 to 4-star hotels service appeal to the largest segment of the travelling public. does not provide elaborate service and have adequate staffing.
• Budget / Limited Service: provide clean, comfortable, safe, inexpensive rooms and meet the basic need of guests. appeal primarily to budget-minded travellers who want a room with minimum services and amenities
• BURJ AL ARAB Burj al-Arab, Dubai United Arab Emirates about 321 meters BURJ AL ARAB-designed by architect Tom Wright in October 1993 and the magnificent sail-shaped, completed by November 1999, just in time for the millennium. BURJ AL ARAB-Located on a manmade island 280m off Jumeirah Beach, Burj Al Arab (meaning Tower of the Arabs) is a luxurious hotel that is the fourth tallest hotel in the world. 321m or (1,053ft) high, was opening in 1999 and designed to resemble a ship's sail.
• ROSE RAYHAAN by ROTANA also known Rose Tower, is a 72-storey, 333 m (1, 093 ft) hotel on Sheikh Zayed Road in Dubai, United Arab Emirates. was originally to be 380 m (1, 250 ft), but reduced it to 333m or 1093ft
• ROSE RAYHAAN by ROTANA

  - Construction on began in 2004 and was completed in 2007. design and build contractor- Arabian Construction Co. On 24 October 2006, reached its full height with the addition of the spire.hotel surpassed the nearby 321 m (1,053 ft) Burj Al Arab Although its inner furnishings were in place in 2007, it did not open until December 23, 2009.
• GEVORA HOTEL -Gevora Hotel is a 1,168 ft (356 m) tall hotel along Sheikh Zayed Road in the city Dubai, UAE. height has given the skyscraper the title of tallest hotel building according to Guinness World Records.
• JW MARRIOTT MARQUIS DUBAI -is the world's second tallest hotel, a 72-storey, 355 m (1,165 ft) twin- tower skyscraper complex in Dubai, United Arab Emirates. AED1.8 billion complex features a 1,608- room hotel run by Marriott International. inspired by the date palm.
• JW MARRIOTT MARQUIS DUBAI - April 2011, spires on both towers had been added and the outer structure of both towers almost completed. buildings completed in 2012, surpassing the Rose Rayhaan by Rotana as the world's tallest hotel.
• Architect Ashok Korgaonkar, founder and principal architect of Archgroup International Consultants designed the JW Marriott Marquis.
• GRAND HYATT- SHANGHAI - Grand Hyatt, Shanghai 350 meters
• GRAND HYATT- SHANGHAI -Crowning the prestigious 88-story Jinmao Tower, is a landmark address in the centre of Lujiazui business and financial area. Hotel features 548 rooms surrounding a spectacular 33-story atrium. It also boasts 8 restaurants and bars with spectacular view of the Bund and Pudong skyline.
• FIRST WORLD HOTEL - MALAYSIA First World Hotel is a 3-star-hotel - two towers and has 7,351 rooms. the Guinness World Records title for the largest hotel in the world by the number of rooms since 2015.
• First World Hotel - hotel previously held the same title in 2006, then having 6,118 rooms in two towers, Tower 1 and 2 until The Palazzo took the title after an expansion of The Venetian located on Las Vegas Strip which was officially opened on 1 January 2008.
• SERVICE QUALITY & CUSTOMER SATISFACTION 1. Customer Loyalty -Happy customers are loyal customers. 2. Happier Environment: -important in achieving customer satisfaction. Your restaurant or hotel need not spend lots of money to create an amicable environment. 3. Increased Security -they expect to be able to relax and enjoy themselves without worrying about security. 4. Better Value -our guests need to believe they are receiving an excellent value for their money.
• CAUSES OF OPERATIONAL RISK:

  1. PEOPLE

  2. PROCESS

  3. SYSTEMS / technical errors

  4. EXTERNAL EVENTS

  5. INTENTIONAL FRAUD
• OPERATIONAL RISK -heavily dependent on the human factor: mistakes or failures due to actions or decisions made by a company's employees. -distinct from systematic risk and financial risk. -risk by anticipating risks before they arise, perform cost/benefit analysis, avoid unnecessary risk.
• MGM GRAND HOTEL - LAS VEGAS

  -is a hotel and casino located on the Las Vegas Strip in Paradise, Nevada.

  -owned by Vici Properties and operated by MGM Resorts International.

  -developed by Kirk Kerkorian through his company, MGM Grand, Inc.

  - resort opened on December 18, 1993. With more than 5, 000 rooms,

  -it was the largest hotel in the world the time of its opening.
• Nishiyama Onsen Keiunkan (Yamanashi, Japan) -According to the Guinness World Records, the oldest hotel in the world is Nishiyama Onsen Keiunkan. -owned by a whopping 52 generations of the same family. Founded in 705 AD, famous guests have included Tokugawa leyasu, -the Land of the Rising Sun first shogun, and Kouken, its 46th emperor. -Japan's Nishiyama Onsen Keiunkan, founded in 705,
• Nishiyama Onsen Keiunkan

  -as the oldest hotel in the world During the Middle Ages.
• inspired by the date palm.

  JW MARRIOTT MARQUIS
• SERVICE QUALITY & CUSTOMER SATISFACTION:

  • 1. Loyalty over Time- Repeat guests are a great indicator of customer satisfaction
  • 2. Spending on Site - When a guest is having a positive experience at your hotel, they're more likely to spend additional money on site.
  • 3. Guest Engagement -stay up-to-date on what's happening with the company, be informed of any promotions and associate themselves with the brand's aesthetic.
  • 4. Referrals and Brand Ambassadors -measure customer satisfaction.
• First World Hotel

  - The hotel regained the title after opening a new block named Tower 2 Annex (Tower 2A) with 1,233 rooms.
• IDENTIFYING SOURCES OF OPERATIONAL RISK:

  • OPERATIONAL RISK
  • CAUSES OF OPERATIONAL RISK
• Maintenance:

  • ENGINEERS/PLUMBERS/TECHNICIANS/OPERATOR
  • Concierge
  • Event planner
  • Executive Chef
• " TALLEST HOTEL IN THE WORLD"

  BUJ AL ARAB, ROSE RAYHAAN, JW MARRIOTT MARQUIS, DUBAI GRAND HYATT
• LARGEST HOTELS IN THE WORLD?

  FIRST WORLD HOTEL, THE PALAZZO, MGM GRAND HOTEL
• First World Hotel - is the first hotel in Southeast Asia to launch E-Kiosk or Express Check-in and Check-out kiosks.
• First World Hotel

  • is the first hotel in Southeast Asia to launch E-Kiosk or Express Check-in and Check-out kiosks.