Service delivery model design and implementation

Service Delivery Model

Baderman Resort

Effects of the Conference on the Annual Operating Plan

Conferences, conventions, and other types of events can play an important role on hospitality companies' success and business development. The effects of such large events, but also the resources required in order to organize large conferences are reflected in the annual operating plan of hospitality industry members. This is also the case of Baderman Island Resort.

Baderman's annual operating plan is intended to identify, communicate, and control the manner in which business priorities are managed. The most important elements of this plan are represented by the objectives established by the company in order to develop its strategy. However, the plan must be flexible. This means that the management team must be able to adapt to environmental factors that influence the resort's activity, and that require that such objectives are modified in accordance with these factors' influence.

Such a factor of influence is represented by the conference that took place within the Baderman Island Resort. The 800 people that stayed at Baderman's for this conference had a great impact on its annual operating plan. On strategic level, the conference did not modify but strengthened the resort's objectives. The resort's mission and vision of providing high quality hospitality services were entirely put into application during the conference. Customer satisfaction is the best indicator in this case. Repeat visits from these customers and the conference's organizers represent another indicator that Baderman Island Resort has reached the established quality standards of its services.

The core processes addressed by the plan were not significantly modified. Long-term objectives also included hosting such large conferences. However, the operational issues of the plan were more affected by the conference. Before hosting the conference, most of Baderman Island Resort's business development focused on regular tourism. However, the great impact that the conference had on its business segments, the management team should also focus on business tourism as an important category that must be addressed.

As it can be observed from the conference's effects on different business segments, Baderman should move proactively towards such events, instead of simply reacting to them. Business tourism is an important industry segment that can determine significant profits. Therefore, it is important that Baderman develops an operational plan intended to intensify its efforts into hosting such events. Conferences and other large events can reduce the costs of attracting customers. This is because instead of investing in attracting 800 different customers, Baderman focuses on attracting the organizers of an event that can bring 800 tourists to the resort. In other words, it is easier to communicate and satisfy the few organizers, instead of communicating with 800 different people on business issues.