ENTERPRISE MANAGEMENT (BM018-3.

5-5)
GROUP ASSIGNMENT

INTAKE CODE: UC3F1404IT (NC & ISS)

Handout Date: 1 July 2013
Hand in Date: 7/8/2014
Lecturer's Name: Mr.Teh Kooh Ching
Group Members: Hussein Said Seif
Rubban Kumar
Abdulla Saleh Al-Mulla

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Contents
Executive Summary ................................................................................................................................ 4
1. Company Background ........................................................................................................................ 5
2. External Environment Analysis .......................................................................................................... 6
2.1 Politic Environment ...................................................................................................................... 6
2.2 Economic Environment ................................................................................................................ 7
2.3 Social Environment ....................................................................................................................... 7
2.4 Technology Environment.............................................................................................................. 8
2.5 Legal Environment........................................................................................................................ 8
2.6 Environment Analysis ................................................................................................................... 8
3. Internal Environment Analysis ........................................................................................................... 9
3.1 Marketing ...................................................................................................................................... 9
3.2 Finance .......................................................................................................................................... 9
3.3 Research & Development ........................................................................................................... 10
3.4 Human Resources Management.................................................................................................. 10
4. S.W.O.T Analysis ............................................................................................................................. 11
5. Market Analysis: ............................................................................................................................... 12
5.1 Market Segmentation: ................................................................................................................. 12
5.2 Market Targeting: ....................................................................................................................... 14
5.3 Market Positioning: ..................................................................................................................... 14
6. Competitors Analysis: ....................................................................................................................... 14
6.1 Springz Hotel Competitors Analysis: ......................................................................................... 15
7. Operational Plan................................................................................................................................ 17
7.1 Stage of Development ................................................................................................................. 17
7.1.1 Industry Association Membership ........................................................................................ 17
7.1.2 Suppliers .............................................................................................................................. 18
7.1.3 Quality Control .................................................................................................................... 18
7.2 Operation Process ....................................................................................................................... 18
7.2.1 Working Hours ..................................................................................................................... 18
7.2.2 Location ............................................................................................................................... 19
7.2.3 Equipment (For the proposed expansion) ............................................................................ 19

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7.2.4 Material................................................................................................................................ 20
7.2.5 Cost ...................................................................................................................................... 20
8. Human Resource Plan ....................................................................................................................... 20
8.1 Human Resource plan for Springz Hotel Tour Agency (for proposed business only) ............... 21
8.2 Organisation Chart ...................................................................................................................... 22
8.3 Training ....................................................................................................................................... 23
8.4 Performance Reviews ................................................................................................................. 23
8.5 Staff motivation .......................................................................................................................... 23
9. Risks and Contingencies ................................................................................................................... 23
9.1 Risk Register ............................................................................................................................... 24
10. Financial Plan.................................................................................................................................. 25
Conclusion ............................................................................................................................................ 28
Individual Journal Reflection ................................................................................................................ 29
Hussein Said Seif - TP027639 .......................................................................................................... 29
Rubban Kumar - TP019889 .............................................................................................................. 30
Abdulla Saleh Al-Mulla TP028470 .................................................................................................. 31
References ............................................................................................................................................. 32
Appendix A ........................................................................................................................................... 34
Workload Matrix............................................................................................................................... 34

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Executive Summary
This paper is a Business Plan report conducted by a group of Business consultants about a
proposal of business expansion for Springz Hotel. The Business consultants have proposed
Tour and Travel agency for Springz Hotel for the next year Business expansion.
This Business Plan includes a brief company background for Springz Hotel, Internal
Environment Analysis and External Environment Analysis. Further, this report as well
contains SWOT Analysis to understand company's strength, weakness, opportunities and
threats to determine the company's position and strategic options.
In addition, Market Analysis and Competitor Analysis has been included together with
operational plan, Human resource plan, risk and contingencies and finally, the financial plan.

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1. Company Background
Springz Hotel is one of the most identified hotels in Malaysia. This hotel is located on Sri
Petaling and near to Bukit Jalil. Springz Hotel surrounded by one of the most famous citys
sport complex, Complex Sukan Negare (National Stadium). It only 5 minutes away walking
distance from Springz Hotel. Moreover, Sri Petaling is a well know business area and is
located close to Asian Pacific University (APU) and International Medical University (IMU).
Springz Hotel closely connected to Sri Petaling LRT station and 5 minutes away from major
sport spots such as Bukit Jalil Golf Clup, Paint ball and Mines Resort golf club.
Springz hotel is an international standard 3 Star business and tourist class hotel. This hotel
consists with 168 guestrooms: 144 Superior, 19 Family Suite, 3 Junior Suites and 2 Executive
Suites. The main features of Springz Hotel are its brand new facilities and low price. This
hotel has fully variety of modern facilities that can satisfy our guest needs including high
speed internet connection, air condition, and such other many services as fitness club and
restourent.

Figure 1: Springz Hotel Logo.

Figure 2: External view of Spring Hotel.

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The Spring Hotel new business plan is Tour Agency. Tour Agency is a private dealer or
public service that provides travel and tourism related services to the public or tourist on
behalf of dealer such as car rentals, tour package and more related to the tourism. This
proposed Tour Agency has the possible to become a strong, well-recognized more and as the
number indicate. That will assure long term growth and success.

2. External Environment Analysis

In External Environment Analysis have five external factors that influence life of
organization: Political, Economy, Social, Technologies, Legal, and Environmental
(PESTLE). PESTLEis an important framework for assessing external factor impacting
business practices.
2.1 Politic Environment
Political stability is the key to the success of any industries and it is applicable to hotel
industry as well and it needs to cope with political situations everywhere in the world. The
political approaches can influence the number visitors, tourists and business travellers visits
to a nation. It may a concern for many people those who are visiting Malaysia because of the
ongoing very delicate political situation.
According to the Ministry of Health Malaysia, Hotel lobbies have been stated as the latest
smoke free zone recently in an effort to ban more smoking areas. In 2006, a same instruction
was execute in Malaysia. At the same time do a cross section survey to examine the attitudes
of tourist toward the ban. Some hotels may worry about the smoke free laws will isolate
tourist and cause them to avoid holiday destinations where smoking is restricted.
Furthermore, the survey showed majority of tourist guest to support ban smoking in hotel
lobby areas. Many of these tourists are from different country where same restriction on
smoking applied (Viriyachaiyo and Lim, 2009).
Hotel lobbies is the place where the guest wait for the room to be prepared at the front desk.
This is reason why many hotels are improving on their lobbys outlook in order a better
impression to their guest. Guest impression is very important because it will creates first and
last impression to the guest with is stunning interior design and cleanliness for the determined
of stay in the hotel. This is why hotel lobbies have to always maintain at the clean and better
condition.

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2.2 Economic Environment
Economic factor in hotel and tourism business is very important role to run the business.
Malaysia is not doing well in its economy due to the downturn of both global manufacturing
and services. Anyway, researcher states that major economic sectors of Malaysia are
expected to grow at slow pace in 2012. Malaysia service sector also got affected due to the
downturn of global services. This can be proven by the data provided by JPMorgan Global
Services Business Activity Index where the service output expansion was the weakest in the
recent three year growth period (Global Growth Remains Weak, 2012). However, service
sector is expected to continue play a vital role in bringing up the economy of Malaysia (Suzy,
2012). Although, the economy is not very encouraging but as mentioned, service sector such
as hotel industry is expected to bring up the economy since tourism industry has been
developing. Tourists from other countries may still have the spending power to travel to
Malaysia since our currency is lower and thus more affordable for foreign tourists to spend in
our country.
Furthermore, Malaysian Government will support financially those 3 to 5 star rating hotel by
providing them some benefits such as tax exemption and allowances. This is because
Malaysian Government wants to support tourism which in the end will improve tourist
arrivals and tourist revenue especially in business and medical tourism. The reason being is
this will improve the businesses in the hotel industry.
2.3 Social Environment
The Springz Hotel is very well known amongst international visitors and the Malaysia is one
of the popular destinations for the tourists and shopping lovers. A wide range of social factors
impacting Springz Hotels & Resorts include emerging trends in consumer lifestyle, consumer
demographic variables, the impact of role models in consumer decision making, and growth
rate of population.
According to the Palmer and Hartley (2009), stated some studies indicated a number of trends
in life style which have a great impact on hotel such as individual who have more secure in
financial that motivate them to buy products normally changes from need for necessary price,
location and cleanliness of hotel to describe for the surprising and challenging design and star
category hotel. Design is one of the most important parts in hotel management because it was
replacing location as the most important aspects of hotel management. However, more hotels

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were now paying more concentration to create unique environment design because no longer
viewed as a luxury but a trend to be admired (Levine, 2009). In the Malaysia PPKLIA is a
main gateway. It probably has more foreigners walking through everyday in this main
gateway compare to other hotels in the country. It is most important in creating a long term
first impression. PPKLIA, design like U-shape KLCC entrance concept and the interior
design is designed like traditional Malay culture in the woodwork. But, this hotel was design
in 90s and it is no longer suitable for now (Ganesan, 2009).
2.4 Technology Environment
Technology plays important part to improve the efficiency and effectiveness of a hotel
service. A hotel company must have much focus on efficiency and effective. Recently, Pan
Pacific hotel in Malaysia start to use PANTER system. This system newly launch for
reservation and distribution. This new distribution platform had been design to allow huge
amounts of data flow with substantial improvement to efficiency and productivity. PANTER
prevents transaction duplication across all reservations channels and ensures rate and
inventory parity. This will improve the transactional capabilities.
The President and CEO of Pan Pacific and Pack royal hotel was launched PANTER system
to their hotels. The PANTER has shown the positive result of 26% growth in profits and 23%
increase in total room. Compared to last year, PANTER help to increase their hotel profit
more highly. PANTER provides a higher level of personalized service for the customers and
it more helpful for the hotel (A.Patrick Imbarlli, 2009).
2.5 Legal Environment
Legal necessary for hotels to observe with environment related laws and regulation. It will
possible to reduce impact on the environment from the operations of the hotel. In order do
business, legal law is very important to follow. In Malaysia, legal change extremely can
affect tourism industry in firm cost and also on demand. For example, Malaysia cannot travel
to Israel. Moreover, in the legal they have different category of laws. Hotel and tourism
companies must follow major type of laws to run the stable business. If companies do not
follow the legal laws in Malaysia, need to face lot of problems in their business.
2.6 Environment Analysis
The hospitality and catering industry often becomes a point of criticism for polluting the
environment particularly in most of tourist attractions such as historical places, beaches,

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forest areas, hills etc. A range of activities related to tourism not only creates pollution, but
also disturbs animals and related environment. Moreover, hotels and related businesses are
contributing a considerable amount of carbon emissions with negative implications to the
issues of global warming.
In the year 2009, Malaysia country was affected with a new strain of influenza virus H1N1.
This H1N1 virus was transmitted between humans. After these incidents, it was affect the
global economies and lot of the industries including hotels and tour agency. Moreover,
Malaysia had been affected by the H1N1 virus outbreak with the international aviation
association had reported a 10% dropped in the number of air passenger worldwide (The Star,
2009). When this issue become globally, it will absolutely affects the hotels and tourism
business in Malaysia.

3. Internal Environment Analysis

The process of identifying and evaluating an organizations specific characteristics. This
includes companies:
Resources, Capabilities, Core competencies
3.1 Marketing
In nowadays worlds, marketing is very important. It is referring to the company
advertisement and promotion. Moreover, Social network are highly used by organization
people as a base of advertisement. It is low cost advertisement and also can reach to the more
people on short time. Therefore, companies can use this opportunity to reach out to its
customers and also attract more customers. By using this idea, companies can become
famous and also can increase their profit. Springz Hotel also has a website, it will help to the
customer to read through about our hotel information.
3.2 Finance
Finance is the function in a business responsible for acquiring the firm, managing funds with
the firm and planning for the expenditure of funds on various assets. Any business has
important financial concern and its success or failure depends in large part on the quality of
its financial decision. Every key decision made by a firms manager has important financial
implication (R. Charles Moyer, 2007). In Springz Hotel, financial manager need to make a
report and recommendation to the company when they get the marketing plan from marketing

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department. Financial manager will use the data prepared by accountants to come out with
capital budgeting to plan either there is enough fund to run the business.
3.3 Research & Development
In these hotel industries they are many competitors. To remain competitive in the market,
organization needs to create a research and development team. This research and
development team will research on other competitive company and also learn new idea or
solution to stay as a best hotel in the hotel industries. Springz Hotel is best hotel in the hotel
industries of market. It is important that the customers needs are met and those services are
always better than the other competitor companies.
3.4 Human Resources Management
People are valuable benefit for Springz Hotel. Without employees, company cannot run their
business. With excellent management, employee can come out with good attitude and
performance that link to company successful in future. Furthermore, with proper arrangement
in work duty, employees will put more effort in their role and come out with quality services.
Thus, to come out with well organized company, human resource management should come
out with good planning, organizing, leading and controlling in a company.
Springz Hotel employs new employees according to their education and work experiences.
After that, training will be providing to them. The purpose of training is to increase their
skills and enhance their contribution ability.

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4. S.W.O.T Analysis
It is a method that help the company or the business to gather more information and data of
the company by collecting the data using four main components S.W.O.T (Strengths,
Weaknesses, Opportunities and Threats) this analysis can be used anytime and in any type of
environment old or new. If the environment is old this system assess the changing
environment and respond proactive. If the environment is new this system because it compare
your system with other systems to make it unique and will give you the right track to get to
your goal and more. This are the things that is S.W.O.T used for and the main four parts that
help you get to your goal of improve you organization.
1. Strengths
2. Weaknesses
3. Opportunities
4. Threats

Springz Hotel S.W.O.T Analysis:

Strengths (S):

Weaknesses (W):

One of the most important strength is the There are three main points

for the

location of the hotel because it is 18 KM far weaknesses. First point it the amount for
from KLCC or as you can say the heart of KL. rooms in the hotel there are few rooms in
You can find all type of facilities like different
type of restaurants (Arabic food, Russian food
and the main local food), 24 hours cold stores
and a giant market where you can find anything
and everything there. The LRT station is only 4
min by taxi from the LRT you can visit most of

the hotel which make it hard for the

costumer or the truest to find an available
room in the hotel. The second point is that
they dont have an online website which
make it hard for the costumer to get more

the Malaysian cities. Our hotel provide a car and information about the hotel. The last
a driver that can take you every ware in KL information I got it from an online review
which help the new tourist to get to any location the room servers is quit slow and that is a
faster and easier at the same time, it

also really disadvantage for any hotel. This are

provide a tourism guide where the hotel can take the main weakness that need to be improved
you to all the places that is nice and great to in the hotel.
visit in Malaysia.

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Opportunities (O):
There are different type of opportunities
but the main opportunities are.

Threats (T):
The main threat is the increasing
amount of the hotels in the same aria of the

1. To open a new hotel branch which is hotel which will increase the competition on
going to help increase the amount of the tourism market. At the same time the
the truest thats going to visits the lack of the new technology is going to
hotel.

influent the rating of the hotel in the market.

2. To create an online website which

will help in truest gather more
information about the hotel and
make it easier and faster by booking
online.
3. To increase the amount of the
employees will help in improving
the room service.

5. Market Analysis:
It is an action that locate attraction of the market to know the evaluation and the changes that
is going to happen in the market and to gather the data or the information for example the
opportunities, threats, strengths and weaknesses of the company or the organization. There
are different type of things that the organization or the company should think about in this
process.
Market Size
1. Market Segmentation
2. Market Targeting
3. Market Positioning

5.1 Market Segmentation:

It is a process that define, select and subdividing the target market by understanding the needs
of the customers. It runs by dividing a large amount of the target market into a smaller groups
of consumers. Every group must be comparable from the terms of a certain characteristics or

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product needs. One of the main objectives is to create a mix which will match exactly what
the targeted segment expected.
The market segmentation that is going to be used in this project is creating a website which
will like the costumer with the hotel. This type of improvement in a hotel is going to help in
increasing the market target for the company. Including the tourism feather in the website
which make it easier to the user to book everything at the same time before visiting our hotel.
There are four different ways that can segment our market:
1 Geographic

Springz Hotel it has only one branch in the world and that is in
Malaysia. Its located in a strategic place where everything is provided
for the consumer, at the same time it help the new truism system where
it makes most of the places reachable.

2 Demographic

Springz Hotel they think about the characteristics of every consumer

because every hotel they would like to provide the most relaxing
condition for the customer. In this hotel we provide a form to know the
age, gender and cultural background to give the best serves. By
collecting all this information it make easier to give consumer the best
tourism location.

3 Psychographic Springz Hotel the hotel create a peaceful life style for all the consumers.
Where it chick the consumer lifestyle, personality and the attitude of the
consumer to provide an inner peace in the hotel.
4 Behavioral

Springz Hotel the hotel have two type of suction for example: VIP
section and the normal section. Each section has different priority
because for the VIP is going to be provided with a better serves, bigger
room, a full package to the best tourism places in Malaysia and it is
going to be provided with a car and a driver 24/7. In the opposite hand
the normal section is not going to be provided with some of the serves
that have been mentioned in the VIP section like bigger room, full
package trip and the car is going to be provided for a short period of
time.

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5.2 Market Targeting:
It is the second step that comes after Market Segmentation and its the second step for
product promotion process. Generally it is a process where the company gather a group
which help in advertising a product or a company for this project we are going to advertise
our hotel. By creating an advertising team which going to make it possible to promotion,
pricing and distribution of the services that is going to be provided. Providing new type of
methods and strategies which will provide a focusing on all the marketing that involves a
similarity to the serves or the product that I am advertising.
The Market Targeting for Springz Hotel is Selective Specialization. It is focusing on two
main targets the first is the hoteling and the second is the tourism. This process help the hotel
to focus more on this two targets by making more promotions and advertisement which will
help in bringing more consumers to the hotel.
5.3 Market Positioning:
It is a process to show the consumer perception to the serves or the produce by comparing it
to the other serves or products. It main objective for this process it rule over the consumer
brain by showing him how great is the serves or produce, how unique it is and the advantages
status in the consumer mind. It also include improving the conception of the consumer before
the product is released or by updating a new produce. For our case it is going to improve the
conception for the serves that is going to be provided for the consumer.

6. Competitors Analysis:
It is one of the most important analysis parts because it create and inspire the organization or
the company to establish a unique service or a product by gaining those two unique attributes
the company or organization to attract more customers to your service or to the product that
you create. Its a technique that helps in evaluating, analysis, identify the weakness and
strength of the competitors then based on the information that have been gathered you can
predict how the competitor is going to react under certain circumstances. There are four
frameworks the company must know about the competitors:
1. Competitors Objectives
2. Competitors Assumption
3. Competitors Strategy

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4. Competitors Capabilities
With the use of this four the company can predict and get the competitors response profile
for every move you make in your company or against the competitor.
6.1 Springz Hotel Competitors Analysis:
In this section were going to do comparing between our company and some our competitors
like:
Companys Name

Year

of Strengths

Weaknesses

Establishment
Springz Hotel and 2013

-Location which is near to Bukit Hotel Consists only:

Travel

Jalil stadium, LRT and two famous 10 Deluxe Rooms (1 Room)

agency

universities which are A.P.U and 4 Premier Rooms ( 1 Room)

(Our company)

IMU

4 Junior Suite (2 Rooms)

-Low price

4 Executive Suite (2 Rooms)

-Provides many services like Coach 1 Family Suite (3 Rooms)

and van rental, tour package, other 13 Superior Room (1 Room)
hotels

reservation, Airport and

hotel transfer, Meetings, Incentives,

Conventions & Events (MICE)
-24hours Service
-Chinese

and

Western

food/beverage available
-Designated non-smoking floors
-Laundry services
Ure Net Leisure 2009

- Provides coach and van rental, -Service hours only Mon -

Holidays.

tour package, hotels reservation, Fri:

Sdn.

Airport and hotel transfer

Bhd

9:30 am - 6:00 pm

-Location which is in Plaza Berjaya Sat:

Jalan Imbi

9:30 am - 3:00 pm

-High Price

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Twenty
Travel

Nine 2012

-Provides coach and van rental, tour -High Price

package, hotels reservation, Airport -Service hours only Mon -

Tours

and hotel transfer

SDN.BHD

Fri:

-Location which is in Jalan Sultan 9:30 am - 6:00 pm

Ismail

Sat:
9:30 am - 2:00 pm

Nouvelle Hotel

2010

- Hotel Consists 405 rooms

-Location which is in Seri

-24hours Service

Kembangan which means its

-Laundry services

far from the city center, far

-Restaurant

from LRT and transportations

-Designated non-smoking floors

and it isnt a safe area

-Low Price

In the end what make us better than our competitors is were a hotel and a travel agency at
the same time which we provide a lot of services.

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7. Operational Plan
This is a detailed information of plan which is going to be used to provide a clear picture of
how the Organisation is going to operate and actions it will take to support the objectives and
plans of the business. (Education-portal.com)
In this section of the business plan, the author is going to describe the physical necessities of
the business' operation including location, facilities, services and other requirements needed
to implement Tour Agency Operations at Springz Hotel. To do so, this section will be divided
into two parts; Stage of Development and Production/Operation Process.
7.1 Stage of Development
Tour operation is a very delicate business which require careful approach and handling. That
is why Springz Hotel will need to apply for licensing from the Ministry of Tourism and
Culture Malaysia to operate this business.
However, Springz Hotel is already providing accommodation and hotel services, hence it is
easier to expand the business to Tour Operations. This serves as a major advantage in
deploying the new business for next year business expansion. In addition, Springz Hotel
intends to take several more steps in the arrangement of the deployment of the new business
proposed, these steps are explained below as follows:
7.1.1 Industry Association Membership
Springz Hotel is planning to join "Malaysian Association of Hotels (MAH)" before
implementation of the new proposed business. This will allow Springz Hotel to foster
cooperation with other hotels and organisations offering similar kind of business.
Nevertheless, this organisation helps to protect the interest of all its members and secure
mutual advantages, thus, will help this hotel to flourish in this business and enable to expand
its operations.
Moreover, Springz Hotel is also going to join "Malaysian Association of Tour And Travel
Agents (MATTA)". MATTA is the representative body for the entire travel industry in
Malaysia and has over 2000 members comprising local tour and travel organisations. Again,
this will boost the Organisation's chances of successful Tour Operation business.

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7.1.2 Suppliers
As services range from hotel reservations, tour packages, coach tours, flights and car-hire;
Springz Hotel will need to organise with suppliers to ensure availability of these services.
Representatives have already arranged a list of suppliers in these areas including AirAsia for
flights, MyTeksi for car-hire, Sunway Lagoon and Resorts World Genting for tour packages.
However, Springz Hotel will also try to invest by buying coach buses and get into contracts
with more suppliers as the business progresses.
7.1.3 Quality Control
This is a very important aspect of any business, and to integrate this as a capability with the
resources that Springz Hotel possess can help this Organisation achieve the objective and
sustain a competitive advantage.
Quality Control enables to strive for perfection and reduce and eliminate errors. As this
Organisation seeks to ensure this, personnel training and benchmarking will be some of the
steps to be taken by Springz Hotel. (Investopedia.com, 2014) Nevertheless, Springz Hotel &
Tours intends to provide satisfactory services to its customers and safe and secure holidays.
7.2 Operation Process
Currently, Springz Hotel operate every day of the week at 24 hours a day providing hotel
services and restaurant for hotel customers. The proposed business expansion however, will
operate on specific hours for some services, like tour trips (coach tours). Other services will
be provided on 24 hour basis as usual, including hotel and in-hotel restaurant.
7.2.1 Working Hours
Services

Working days

Working Hours

Coach Tours

Monday - Sunday

6am - 10pm

Hotel and Restaurant

Monday - Sunday

24 Hours

Car Hire

Monday - Sunday

24 Hours

Other Services

Monday - Sunday

24Hours

Table 1: Working Hours.

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7.2.2 Location
The location of the business operation will be the same current location of the hotel at Endah
Promenade in Sri Petaling. One office in the hotel premises will be used to foresee all the
business operations in the Tour Agency.
Endah Promenade, Jalan 3/149E Sri Petaling, 57000 Kuala Lumpur, Malaysia.

Figure 3: Springz Hotel Building.

7.2.3 Equipment (For the proposed expansion)

Item

Quantity

Unit Price

Financial
arrangements

Server Computers

RM 3000

Business loan

Client Computers

RM 1000

Business loan

Printers and fax

RM 600

Business loan

Furniture

1 Office set

RM 2000

Business loan

Tour bus (Coach)

RM 600,000

Business loan

Table 2: Equipment with estimate price.

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7.2.4 Material
The proposed business expansion will need air tickets, holiday packages, tour packages, and
several other resources. As mentioned before in the Development stage; Springz Hotel has
agreed upon with several suppliers including AirAsia, Sunway Lagoon and Resorts World
Genting for the supply of these resources. Negotiations have been made and more other
suppliers will be approached.
7.2.5 Cost
This is one of the most important sections in Operational Plan. It is important to know
estimation of the cost to deploy the new proposed business expansion as well as estimating
the operating cost throughout the year of the operation of the business.
The estimated cost of the deployment of this business is around RM1.5 Million while the
operating cost can reach RM 1 Million per annum, including salaries for the employees.

8. Human Resource Plan

Human resource planning is "the process that links the resource needs of an organisation to
its strategic plan to ensure that staffing is sufficient, qualified and competent enough to
achieve the organisation's objectives." (businessdictionary.com)
It is so crucial to prepare a Human resource plan for the new proposed business in order to
hire the right people. The success of the new business is linked directly to the performance of
those who are going to work at Springz Hotel tour agency.
In this part of the business plan Springz Hotel defines the roles and responsibilities of the
employees, authority and skills needed for the daily operation of the business. Below shows
Human resource plan for Springz Hotel Tour Agency.

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8.1 Human Resource plan for Springz Hotel Tour Agency (for proposed business only)
Position
Job Description
Qualification and Skills
Managing
Director

Travel and
Tour agents

Driver

Tour Operator

Marketing
Director

21

Work with top tier executives in

Springz Hotel and coordinate with
the rest of employees
Responsible for Springz Tour
Agency performance
Manage all operational activities

3 years college degree from accredited institution

Masters degree in Business Administration (MBA)
or equivalent
At least 2 years experience in tourism
Excellent communication skills
Ability to work under pressure
Critical decision making skills
Communicate with clients,
3 years college degree in travel and tourism,
customers and suppliers
hospitality or equivalent
Plan tours and trips
At least 1 year experience in tourism
Manage bookings, and tours
Excellent communication skills
Excellent hospitality skills
Coach bus driving for tours
Appropriate driving licence by the Government
policies
Pick up and dropping of customers
(tourists)
Adequate communication skills
Operate tour operations and trips
College degree or Diploma in tour operation,
hospitality, tourism or equivalent
Excellent communication skills
Ability to speak at least 3 different languages
At least 1 year experience in tourism industry
Oversee all marketing needs and
3 years college in Mass Communication or
strategies
equivalent
Work with Managing director and
At least 2 years experience in marketing
coordinate with travel agents
Excellent communication skills
Table 3: Human Resource Plan.

Enterprise Management

No. of
Staff
1

Salary
per staff
RM 5000

RM 3000

RM 1800

RM 2300

RM 4000

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8.2 Organisation Chart
The following Organisation chart is for the proposed Tour Agency business only:

Managing Director

Marketing Director

Tour Agents

Drivers

Figure: Organisation Chart for Springz Tour Agency.

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Tour Operators

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8.3 Training
There's currently no training required for the recruited employees since they will be recruited
with required skills and qualifications. However, training will be conducted whenever
requirements are identified and when more employees are recruited. Funding will be
provided.
8.4 Performance Reviews
The management, working with Springz Tour Agency Managing Director will review
employees and communicate expectations of the organisation.
8.5 Staff motivation
Springz Hotel & Tours will show appreciation and reward its staff for their hard work in
order to boost motivation. Cash bonus and holiday packages will be reward to the staff as
well as speaking with the staff member individually and offering one on one assistance.

9. Risks and Contingencies

According to Open.edu, quoting (Nickson and Siddons, 1997) defines Risk in project as an
event or situation that can endanger part of a project or all of it. Further, contingency plan
indicates what to be done if unforeseen events occur. (Open.edu)
In business nevertheless, "Risk assessment and contingency planning is the process of
determining the risks a business faces and what it must do if those risks are realized."
(Redman) It is impossible to plan for every possible risk with its response action for the new
proposed Springz Tour Agency but Springz can identify the most likely risks and
contingencies that it can face.

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9.1 Risk Register

Risk Identification
Risk ID Risk
Human
Resource
R1
shortage
Lack of skills
R2
Increased Equipment
R3
costs

R4

R5

Qualitative Ranking
Probability Impact (1-5) Risk Score(1-5)
High
4
4

Risk Rank
16

Medium
Medium

Changes
in High
Government
regulations
Shortage of facilities
Low

3
2

2
2

6
4

16

25
Table 4: Risk Register

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Enterprise Management

Risk Response
Action
Trigger
Recruit more staff
Tasks
overwhelm
staff
Train staff

Requirement gathering
The cost of equipment
to list all required
changed
before
equipment to start and
buying or signing
run the business
contract
Negotiate price with
suppliers
Change Organisation
Announcement
of
policies
regulation changes

Provide
facilities

backup

Facilities
reach
minimum level

2014

10. Financial Plan

To start any type of business the Financial Plan must be perfect and covers most of the
business financial. In this hotel you need financial place to understand the amount of lone that
the business need and amount of profit the business going to get after one or more years. This
process is divided into four parts:

Assets Cost

Expected Revenue Statement

Expected Operating Expenses Statement

10.1 Assets Cost

Assets Cost: Springz Hotel

Hotel Items:

Cost:

Furniture:
Single Bed (25@ RM 300)

RM 7500

Sharing Bed (26 @ RM 800)

RM 20800

Room Tables (47 @ RM 79)

RM 3713

Chairs (47 @ RM 125)

RM 5875

Phones (60 @ RM 50)

RM 3000

TV ( 50@ RM 788)

RM 39400

Decoration:
Mirror (36 @ RM 100)

RM 3600

Bathroom Mirror (36 @ RM 45)

RM 1620

Clocks (40 @ RM 2.50)

RM 100

Offices:
Reception & Tourism Offices
Computer Table (3 @ RM 500)

RM 1500

Computer (3 @ RM 1800)

RM 5400

Printer (2 @ RM 339)

RM 678

Advertising (Newspaper & Website)

RM 550

Cars (5 @ 60000)

RM 400000

Total Assets

RM 533136

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10.2 Rating of the prices:
Room Numbers * Room Price * Approximate rental days per moth
a. Superior Room: 13 * 100 * 15 = RM 19500
b. Deluxe Rooms: 10 * 115 * 18 = RM 20700
c. Premier Rooms: 4 * 125 * 10 = RM 5000
d. Junior Suite: 4 * 150 * 12 = RM 7200
e. Executive Suite: 4 * 170 * 16 = RM 10880
f. Family Suite: 1 * 190 * 6 = 1140

Tourism Packages * Tourism Trips * Approximate days per moth

a. Tourism Packages A (to four different places): 200 * 2 * 18 = RM 7200
b. Tourism Packages B (to two different places): 100 * 3 * 18 = RM 5400

10.3 Expected Revenue Statement

Expected Revenue Statement: Springz Hotel
Expected Monthly Revenue
Type of Serves

Average Price

Quantity

Revenue

Superior Room

RM 19500

Monthly

RM 20000

Deluxe Rooms

RM 20700

Monthly

RM 21200

Premier Rooms

RM 5000

Monthly

RM 5000

Junior Suite

RM 7200

Monthly

RM 7200

Executive Suite

RM 10880

Monthly

RM 20080

Family Suite

RM 1140

Monthly

RM 1140

Tourism A (to four

RM 7200

Monthly

RM 8000

RM 5400

Monthly

RM 6000

different places)
Tourism B (to two
different places)
Total Revenue

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RM 88620

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10.4 Expected Operating Expenses Statement
Expected Operating Expenses Statement: Springz Hotel
Operating Expenses Monthly
Expenses:

Quantity

Cost:

Maintenance

Monthly

RM 3000

Salary

Monthly

RM 50000

Water & Electricity bell

Monthly

RM 6000

Phone bell

Monthly

RM 1200

Cars serves

Monthly

RM 8845

Internet Bell

Monthly

RM 226

Total Expenses

10.5

RM 61361

The final Balance:

Expected Profit Statement: Springz Hotel

Operating Expenses Yearly

Expenses:

Cost:

Monthly Revenue Expenses = net profit

88620 61361 = 27259

Net Profit * 12 Months = Annual Profit

27259 * 12 = 327108

Depreciation = Asset value / 4

533136 / 2 = 266568

Annual Profit Depreciation = Balance

327108 266568 = 60540

Total Balance

RM 61361

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Conclusion
This Business Place was focusing on the proposing the Springz Hotel and proposing all the
information to make it increase the amount of the consumer that visit the hotel. The
beginning we have proposed the hotel the history of the hotel and the location. Then we have
presented the idea the new idea which is going to help in improving the hotel. That idea is a
tourism agency. Forward on we have mention the three main type of analyse S.W.O.T,
Marketing and competitors by covering all the sides it make it easier to decide the market
target and other computers. This helps in creating a better advertisement to attract more
customers. After that we have talked about Operation Place and Human Resource Plan in
which we have showed how is the organisation going to operate and act to support the
objectives and plans of the business. It as well ensure that the stuff is qualified and competent
to achieve the organization objective. For the final we apply the Risks and Contingencies and
Financial Plan with this we can stat to belt the foundation of the Business Plan by creating a
time tables to show exactly how is biasness going to flow and what are the main risk that is
going to be face the biasness. After this assignment I believe we can work and create our own
Biasness Place. Thank you.

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Individual Journal Reflection
Hussein Said Seif
This Business Plan has focused on the proposition of a business expansion in Springz Hotel.
It has been a challenging work to perform throughout the semester. The researcher has gained
a bit lot of experience in business context and has developed critical analysis skills that he
can apply in business environment.
Although this business plan was for academic purpose, the researcher has applied realistic
assumptions and case studies together with facts regarding the business proposed in the
report. In the duration of this report writing, the researcher has learned how important it is to
formulate a business plan before launching of business. Business plan provides a clear view
of all the aspects that are required in order to reach the business goals.
Furthermore, it was a pleasure to work in a group and experience gained and interpersonal
skills obtained are priceless. A lot of challenges have occurred throughout the undertaking of
the assignment and as a group those challenges have been solved by making some important
decisions and reviewing the decisions that were made before.

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Rubban Kumar

The assignment comes to a great success because of good communication and cooperation
among the group member and also I want say thank you for lecturer, Mr.Teh Kooh Ching for
great guidance for our group members.
For external factors such as government policies and legal documents, can determine thing
like minimum wage of employees in the country and therefore effect on the expenditures of a
company if at all the minimum wages are extremely high. And in order for any company to
begin its business in a country, they need to make a research on external factors that could
affect the operations of the business in that particular state.

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Abdulla Saleh Al-Mulla

This assignment help us all as a team because it have let us to work together as a
team, which helped us to improve our communication and cooperation between each
other. All the thanks to our lecture Mr.Teh Kooh Ching which have help us in
showing us the main points to achieve a complete Business Plan.

The real challenge that have faced us as a team is gathering the information about the
Hotel. The improvement that I have got from this assignment is that Ive understand
how to analyse the S.W.O.T, Market and Competitor. That is not everything the most
important and hardest part that I have faced in this assignment was the Financial Plan
where it was to tiring to get the information for most of the financial details about the
hotel. The calculating the finance was a nice but tiring task too. Thanks to the group
work and to the lecture points we have achieved our target in this assignment.

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References
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http://www.businessdictionary.com/definition/human-resources-planning.html
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Investopedia.com. (2014). Quality Control. Retrieved 7 22, 2014, from Investopedia:
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Springz Hotel (Kuala Lumpur): See Reviews and 9 Photos - TripAdvisor. 2014. Springz
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http://www.tripadvisor.com.my/Hotel_Review-g298570-d4606425-ReviewsSpringz_Hotel-Kuala_Lumpur_Wilayah_Persekutuan.html. [Accessed 06 August 2014].
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Appendix A
Workload Matrix
Name
Rubban Kumar
TP019889
Abdulla Saleh Al-Mulla
TP028470

Hussein Said Seif

TP027639

Task

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Enterprise Management

Signature
Company background
Internal Analysis
External Analysis
SWOT Analysis
Market Analysis
Competitor Analysis
Financial Plan
Conclusion
Executive Summary
Operational Plan
Human Resource
Plan
Risks and
Contingencies