5. Operations Plan
5.1. Process identification and map
5.1.1 Process of the guest operations before, during and after the stay
This phase is also important as it focuses on customer contact, customer satisfaction and loyalty during pre-stay, stay and after stay interactions. To get a better idea we have created a "guest operations process".
● Before the stay
Reservation: The first contact with the client will be through our website or booking (OTA). This is an important moment because we must be aware of incoming reservations and respond instantly to any type of customer question. Communication can be through phone calls, online chat on the website, e-mail, internal messages on social networks or booking.com. If the client reserves a cabin or treehouse plus some type of activity, the reservation would be recorded on the front desk computer. These data will also be available on the other computers. In this way, it will help us to have all the requests organized and ready for when the client arrives.
● During the stay
Arrival: the guest will be received at the hotel reception. He or she will have to give the reservation confirmation number and personal information to the receptionist. Once the check- in is done, we will help the client with their luggage and we will accompany to their cabin or treehouse. After the client settles into their room, they will be offered a tour of the property and will be introduced to the services and activities that they can book and enjoy.
Stay: the client will have access to the different services, facilities, workshops and adventure activities that the hotel offers.
Restaurant & Bar: this space will offer its services to clients staying at the hotel and to external clients who come only for lunch or dinner as well. The waiter will assist to the client and if it is a guest he or she will ask for the room number and will accompany the client to the table, deliver the menu and take note of the order. Once the client finishes his meal, the waiter will ask if the service has been satisfactory and then offer the dessert menu, coffee or another type of drinks.
At the end, the restaurant manager will review the bill and add it to each customer's room bill.
Housekeeping: for the care of the environment, the client will have at his disposal a hotel sign to notify the cleaning staff if it is necessary or not to change the sheets and towels in his room.
For check-out, housekeeping will clean the rooms with ecological products and will leave it in good condition for the next client.
Check-out: once the farewell ritual has been completed, the receptionist will verify the information of the stay and the payment status of the client. In the case of non-payment, the guest must make the payment instantly. In addition, the client will be asked about their experience at Alwa Eco Hotel and their level of satisfaction during their stay.
● After the stay
To guarantee customer loyalty and correct some service mistakes, a satisfaction form will be sent via email. After a month, the client will be contacted again to send him a photo of the seed he planted on the day of the farewell ritual.
The following image indicates more graphically the guests staying at Alwa Eco Hotel.
Figure 7. Process of the guest operations, before during and after the stay
5.2. Location, physical infrastructure and layout
The accommodation is located around the city of Coroico, Nor Yungas. This town is a 2-hour drive from the city of La Paz, the seat of government of Bolivia.
Coroico covers an area of 1,088 km². Due to its location, the property has a natural setting and is surrounded by stunning views, forest, mountains and waterfalls.
The design of the property is based on private land with an area of 10 hectares (10,000 m2) surrounded by nature.
Illustration 6. Map of Bolivia location
Illustration 7. Location of Coroico land 10 hectares
The following map indicates the distribution of the hotel and the division into passive zones, which is where the tree houses and cabins are located. And active zones such as the restaurant / bar, swimming pool, yoga area, workshop room, events zone, bonfire area and relax area. The structure of the eco hotel will be built with natural materials from the area such as mud, straw, wood or dry palm trees. The goal is to consume from our own energy source through solar panels and reduce the consumption of conventional electricity. The facilities and rooms will have large windows that will allow light and natural ventilation. That's why we don't use air conditioning while saving energy.
Source: Own elaboration with Photoshop Illustration 8. Alwa Eco Hotel layout map
5.2.1 Tree house sketch
This is an illustrative drawing of what our tree houses would look like. Most of them will have small balconies and large windows. Treehouses will have a metal support and an anchor points in the ground for more weight support and security. Thus, the weight will not go directly to the tree and we will help to preserve it.
Source: Own elaboration with AutoCAD program Illustration 9. Tree house design outside
Illustration 10. Tree house interior layout
5.2.2 Cabins sketch
The cabins will be built directly on the ground. Each cabin will have a cement corridor that will guide to the rest of the hotel facilities.
Source: Own elaboration with AutoCAD program
Source: Own elaboration with Autocad program
Source: Own elaboration with AutoCAD program Illustration 11. Interior and exterior cabin design
This new sustainable hotel concept is designed to reduce costs, take care of the planet and consider the new needs of travelers. Alwa Eco Hotel saves on water, electricity and does not pollute.
5.3. Resources: machinery and facilities
This section refers to an approximate number of equipment, furniture, tools and decoration that the eco hotel needs.
Reception Area (Reception Desk and Lobby)
○ 2 Computers (1 Front Desk and 1 General Manager)
○ 1 Large Desk (Front Desk)
○ 1 Chair (General Manager)
○ 1 Small Printer
○ 1 Payment terminal machine
● 1 Big Office (it is referred to the back office, in the back of reception desk)
○ 4 tables
○ 4 chairs (office ones)
○ 1 Big Printer
○ 2 computers (for the different departments):
■ 1 Housekeeping
■ 1 Marketing Department Restaurant / Bar & kitchen equipment
● 1 computer for the Executive Chef
● Dataphone
● 15 tables
● 60 chairs
● 80 cutlery set
● 80 cups
● 80 dishes
● 30 tablecloths
● 1 big fridge
● Electric oven
● 3 Worktable
● Salad worktable
● Coffee machine and grinder
● 2 Door chiller/freezer for kitchen
● 8-burner gas cooker
● 1 professional dishwasher
Terrace infrastructure (Breakfast Space for customers)
● 4 tables
● 16 chairs
Staff House (for employees) → next to the “Reception Area”
● 2 storage rooms (one for F&B and the other for storage of equipment and material)
● Laundry Room
● 4 hotel cleaning trolley
● Dressing Room
● Dining room
● 1 large table
● 10 chairs
● Quiet room (for employees to relax or take a nap) Events Zone “Nampi Zone” with capacity of 40 people
● 1 large folding table
● 20 chairs
Extra room or cabin with capacity of 30 people (formation courses and workshops)
○ 1 big screen projector
○ 7 round tables
○ 30 chairs
○ 1 big whiteboard
TREE HOUSES AND CABINS with capacity of 52 people
○ 10 Tree Houses
○ 10 Cabins
○ 20 Hammocks
○ 20 solar panels
○
○ 24 set of sheets big size
○ 56 set of sheets individual size
○ 80 pillows
○ 20 Lamps (oil)
○ 20 fan
○ 20 table nights
○ 20 mosquito nets
○ 40 blankets
Yoga and Meditation Area “Akapacha” with a capacity of 30 people (outdoors)
○ 30 Eco yoga mats Outdoors Area
● 3 orchards (for the cultivation of vegetables and fruits to eat)
● 1 big animal sanctuary for (adoption of street dogs and animals victims of abuse) Pool & relax area
○ 20 pool loungers
○ 12 big umbrellas
○ 20 wicker floor pillow
○ 10 puffs seats
Bonfire Area (next to the pool and relax area)
● 3 cement infrastructures
●
Decoration and Construction Materials (natural resources)
● Handmade Furniture
● Handmade Accessories
Taking into consideration the materials for furniture and accessories, they would be built and elaborated by local artisans which make use of natural resources. Or reuse materials as well.
Some examples of those natural resources are, wicker, mud and excess wood. Also, thus it is not yet specified because is still being in consideration. But, to be clear it would be allocated as decorative elements in specific areas; such as, “Akapacha”, “Sumawa” or Reception Desk as well as in the “Nampi Zone” or Parking Area.
5.4. Stocks management and purchases
Regarding our stocks management, it is important to keep in mind that the amenities offered per room to customers are ecological. For which reason our main suppliers will be local so we are offering a 100% local product.
Each department will control their orders, stocks and to do a product inventory every 3 months.
The results must be reflected in the hotel system to have control and knowledge of stocks and purchases.
The following table shows the units and total cost of amenities in a room for two people. This will allow us to preview stocks and establish total costs for the coming years.
Table 30. Cost eco amenities one room
Source: own elaboration
The following data indicates a forecast of stocks and total costs of room amenities for the first 3 years. The number of stocks is increasing in relation to the hotel’s occupancy.
Table 31. Cost and stock eco amenities year 1
Source: own elaboration
Table 32. Cost and stock eco amenities year 2
Source: own elaboration
Table 33. Cost and stock eco amenities year 3
Source: own elaboration
In relation to purchase new orders particularly in the F&B department we will consider the occupancy ratio and bookings. To provide food and drinks to the restaurant and bar, the order of the products will be made weekly. In this way, we will have fresh, seasonal product and it will not spoil. Since the menu we offer is vegan and vegetarian mostly of our suppliers will provide us with fruits, vegetables, eggs, bread and other daily products. We will also get some products like fruits, vegetables and coffee from our own orchards plantation. To make the most of fruits and vegetables peels and organic remains, we will create compost for the orchards.
To carry out the F&B purchases, the restaurant manager and the executive chef will agree to make the order list and contact local suppliers. Everything will be registered in the hotel system so that the GM also has access to these operations.
5.5. Subcontracting
Subcontracting is a necessary tool to carry out the activity without having to assume an excessive fixed cost during the first years of the hotel. That is why Alwa Eco Hotel will subcontract some services that will be specified in the following points:
● El Vagante, a small company that offers adventure activities
● DeChali, Bolivian digital marketing and technology company
● Maintenance staff (freelancers)
● Management and labour advice
● Freelance trainers specialized in yoga, creation of natural products and a professional guide for the coffee route (freelancers)
For adventure activities we will contact a small local business ‘’ El Vagante ’’ that has been offering tourist activities for 5 years in the Coroico area. This organization is created by members of the Santa Rosa de Vagante community, for local, national and international development.
Likewise, they have a good rating on TripAdvisor and are very committed to caring for nature.
We will offer the activity to the client, for each activity sold we will discount a 20% commission for us. The rest of the profits will go directly to the outsourced adventure agency. Once the client has enjoyed the service, weekly we will deliver to the agency the money that belongs to him.
Table 34. Adventure activities commissions
In the previous table, it is mentioned in detail the type of activities that we will offer, the price per activity and commission calculation.
Regarding marketing & advertising ‘’ DeChali ’’ is one of the best agencies in Bolivia. We will need their services for the start of the project about creating the website, google positioning, social media campaign and monitoring. Once the start-up process is finished, during the rest of the days, Michelle in charge of marketing, will be responsible for updating the website, social networks, photography, descriptions on third pages of the hotel.
If at any time we want to carry out an advertising campaign or video spot, we will contact this company again. The price per “De Chali” company will be 304€ per month (2.290 Bs).
As for the maintenance staff, we will hire freelancers. The person will be in charge of controlling, inspecting and arranging the different spaces of the hotel. Each month the maintenance staff will do a 5h review of all the facilities, which will cost 45€/monthly (340bs). If we need of their extra services, we would pay 9€/hour.
Also, we will hire a manager to take charge of the labour issue that would be drafting and preparing contracts, registered and unsubscribed from social security, preparing payrolls, among others. At first, the initial price will be 183,04 € in total. But, because of being for certain period; the price will change and we are contracting a manager who will be paid 40€ monthly (300 Bs).
To offer the rest of the activities / workshops we will hire other professionals such as: yoga teacher (8 € / hour), trainer in the creation of natural products (26 € per 4 hours) and a professional guide for the coffee route (30 € per 2h). Aside to that, to make possible the coffee route, we stay in contact with a family that owns a “Cafetal” and allows us to carry on the tourist activity. So, in a way we are offering an opportunity for them to gain benefits.
5.6. Launching: provisional planning
We estimate that our project will be working in 1 year and 6 months.
Table 35. Gantt Diagram provisional planning
Source: own elaboration
6. Organizational Plan and Human Resources
6.1. Organizational structure
Figure 8. Organizational structure
Source: own elaboration
As it is a small hotel with 20 rooms (treehouses & cabins) and capacity for 52 people. We start
● General Manager: having experience and knowledge of hospitality by working in several hotels; one of the members Maria Jordana will be in charge of managing the hotel.
● Executive chef and cook: the organization of a restaurant is very important and the type of food and service offered. That is why we decided to hire an executive chef to take care of the scandals, to speak with the suppliers, among others. The cook will support the executive chef and both will be in charge of the restaurant services.
● Waiters: They will be in charge of serving breakfast, lunch, dinner, home delivery of food and events. If at any point we complete 100 percent of the occupation, we will hire another waiter.
● Receptionist: At the beginning, we will have one person, in any case and if she or he will need help then Michelle will give support. In this way, we will also have the opportunity to meet our own guests and create a more familiar and close relationship.
● Housekeeper & chambermaids (man/women): The housekeeper will be in charge of distributing the rooms and common areas to clean between the chambermaids.
● Marketing: by having knowledge in online marketing, SEO-SEM positioning, website creation and content creation on social networks. Michelle, who is one of the members, will be in charge of managing the hotel's marketing and advertising.
This will be the initial distribution of the hotel. If the occupancy of the rooms and the number of events increases, in that case and depending on the service we offer, we will hire or subcontract more staff.
6.2. Job descriptions
In this section, we will explain the functions and skills that are required for each job position. On the one hand, Michelle and Maria as partners and owners will coordinate the following activities together:
- Hotel management
- Ensure that all workers are performing correctly, following the hotel's policies and values and offering a good service
- Hotel accounting
- Take care of the initial and continuous training of employees - Negotiate with tour operators
- Set rates according to seasons (revenue management) - Design budgets
- Design short and long term marketing strategies
● Executive Chef
○ Requirements: training in gastronomy, minimum experience of 2 years in a similar position in the hotel sector, specialist in Bolivian and vegan / vegetarian food. Experience in other gastronomic restaurants will be valued. Address close to the company or with flexibility to move. Level of native Spanish and level B2 of English.
○ Functions:
■ Prepare menus considering seasonal availability of food.
■ Verify that the food offered meets the established quality standards.
■ Guide and supervise the cooks in the preparation, cooking, plating and final presentation of the dish.
■ Carry supplies inventory
■ Ensure that the highest standards are met in terms of service, food quality, cleanliness and cost effectiveness.
■ Carry inventory and make the necessary orders for the supply of supplies.
■ Establish a provider network
○ We offer: uniform, continuous training, activities with the rest of the staff (team building) and food. Immediate incorporation. Salary: 3.150bs (420€)
○ Personal skills: ability to innovate, professionality, creativity, proactive, leadership skills, knowing how to work in a team, organized and passionate for gastronomy.
● Cook
○ Requirements: training in gastronomy, minimum experience of 2 years in a similar position in the hotel sector. Knowledge of Bolivian, vegan and vegetarian food. Experience in other gastronomic restaurants will be valued. Address close to the company or with flexibility to move. Level of native Spanish, basic English will be appreciated.
○ Functions:
■ Perform in a qualified, autonomous and responsible manner, the preparation and presentation of dishes following the chef's recommendations.
■ Collaborate in the orders and conservation of raw materials.
■ Prepare, cook and present culinary products.
■ Collaborate in the assembly, service and disassembly of buffets.
■ Collaborate in the planning of menus and menus.
■ Control and take care of the conservation and use of the products put at your disposal.
■ Available to offer cooking classes, easy recipes to prepare vegan / vegetarian food for customers who book this workshop.
○ We offer: uniform, continuous training, activities with the rest of the staff (team building) and food. Immediate incorporation. Salary: 2.200bs (293€)
○ Personal skills: ability to innovate, professionality, creativity, proactive, leadership skills, knowing how to work in a team, organized and passion for gastronomy.
● Waiter/waitress
○ Requirements: Technical degree in restaurant service or other related training, minimum experience of 2 years in a similar position in the hotel sector.
Experience in other gastronomic restaurants will be valued. Address close to the company or with flexibility to move. Level of native Spanish and high level of English, French and German will be valued.
○ Functions:
■ Table setting, cutlery, dishes, glasses
■ Cleaning of dishes, glasses and cutlery
■ Receive customers and deliver the menu
■ Be aware of the client, answer questions about the restaurant's dishes
■ Take notes of food or drink orders and pass information to the bar and kitchen for good coordination.
■ Serve food and drinks
■ Know how to solve any type of inconvenience or problem
■ Prepare accounts
■ Close the cashier
■ Prepare the restaurant for buffet breakfast and special events
○ We offer: uniform, continuous training, activities with the rest of the staff (team building) and food. Immediate incorporation. Salary: 2.200bs (293€)