INTERGRATED HOTEL

MANAGEMENT SERVICE
PACKAGE PROPOSAL

Hamdaan Hotel

Abdirahman K. Musa
Executive Director

Phone: (252)-659800072
Email: [email protected]
Website: https://masbal.com

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 Table of Contents
1. Executive Summary...........................................................................................................................3
2. Our Services ......................................................................................................................................4
3. Full Hotel Management .....................................................................................................................4
4. The Process of Housekeeping Management ....................................................................................7
5. Operational Programs Building System ............................................................................................7
5.1 Hospitality Clientele Management .......................................................................................................7
6. Hospitality Property Management .....................................................................................................9
7. Hospitality Facilities Management .....................................................................................................9
8. Hotel Employment System ..............................................................................................................10
9. Hiring & Training Programs .............................................................................................................10
9.1 Human Capital Plan Development.....................................................................................................10
9.2 Policy & Procedure Development ......................................................................................................11
9.3 Employee Recruiting, Screening, & Hiring.........................................................................................11
9.4 Employee Onboarding .......................................................................................................................11
9.5 Performance Management ................................................................................................................11
9.6 Annual Employee Reviews ................................................................................................................11
9.7 Recruitment Process Outsourcing (RPO) ..........................................................................................12
10. Monitoring ........................................................................................................................................14

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 1. Executive Summary
Masbal Co. Plus is an international consultant agency. For past 9 years, we are devoted
in brining creative excelling solutions in the daily operation activities in your
organization. We provide more than 100 different consultancy services with unique skills
that will deliver you top-notch advisory solutions and concrete results. We provide
consultancy services in human resources & employment services, international
marketing, market research, international relations and business planning &
development.

1.1 Background

The client requested to run their hotel & resort management fully to Masbal Co. Plus for
a period. The hotel is in Hargeisa, Somaliland, the business exclusively is new in the
market and it plans to be launch soon. The agency shall take over and facilities the
integrated hospitality management service for the client.

General Objective
Ideal for sophisticated businesses with 10 or more employees and $1 million-plus in
annual revenue
Objective HR Review & Action Plan
Implementing one-off human resource management processes without considering how
they support your overall business strategy often translates into ineffective and
inefficient processes that need to be revisited repeatedly. The HR Audit and Custom
Package provides a comprehensive HR review and customized consulting services to
ensure you have all the right HR policies, procedures and systems in place.
Designed for companies with a growing employee base, our HR Audit and Custom
Package provides you an objective expert review and guidance surrounding
your:
✓ Company structure
✓ Performance management & coaching
✓ Company culture & environment
✓ Recognition, rewards & retention systems
✓ Hiring process
✓ Employee relations approach
✓ Pay & benefits, policies & procedures
✓ Employee communications
✓ Training & development systems
✓ Employee record keeping & file management

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Your business receives an in-depth written report, which identifies short- and long-term
priorities in each of the above areas, complete with expert HR strategies, guidance and
timelines to support your business objectives.
Get your HR on track today.

Specific Objectives

The HR Starter Package covers your HR essentials. Through our experience working
with small businesses, we’ve identified what companies need most to manage human
resources issues — so you don’t have to. The HR Services Starter Package is a cost-
effective solution that ensures your most important HR needs are covered. You get the
right answers quickly, avoid costly mistakes, and are freed up to focus on revenue
generating activities. The HR Starter Package is a pre-defined set of HR projects that
addresses the most common human resource management requirements for small
business. Benefit from expert HR services at a reasonable fixed fee and choose from
the following HR components:

2. Our Services
In this proposal integrated service package, it will highlight service programs,
methodology recruitment approach, proposed resource budgeting, mediation
methodology backgrounds that will enable to perform effectiveness and building a foster
understanding in technical operations and outsourcing readiness mechanism in
hospitality market for your organization. Masbal Co. Plus provide services in areas of:
• Human Resource Management
• Marketing
• Capacity Budling Programs
• Hospitality
• Business Development Programs
• International Relations
• International Marketing & Market Research

3. Full Hotel Management

Our consultancy division provides a wide range of bespoke advisory services across all
our trade sectors, with a particular focus on hospitality with global branding index. The
spectrum of our advice ranges from independent businesses to large portfolios or whole
companies, including commercial due diligence, operational reviews, market studies,
development and strategic advice as well as defining workout options, evaluating
repositioning opportunities investment advisory. Masbal Co. Plus consultancy provision
as it follows:

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 i) Process of hotel housekeeping
We offer placement solutions that provide structure to an extremely redid and often
formal service, where the workplace is the employer’s home. Our housekeeping
process consolidate the integrated process handling inhouse keeping management with
providing quality procedures that ensures the job rotation & job placement scheme in
hand proper variation placement.

ii) The process of supplying necessary inputs

Understanding the operation management forecasting is essential traits to anticipate
and ensure the flow of the workflow without unforeseen panicking pangs, Masbal Co.
Plus operational input process model can ensure the customer and staffs needs
requirements are met by delivering required product or specification with delivery time
ahead.

iii) Process of guest arrivals and departures

Masbal Co. Plus qualified team allocate the wide range of guest arrivals and departures
in a set of systematic way with a proper standard operating procedure in both technical
and practical approaches. Having worked with various hospitality globally for nine years
with concreate leadership results lasting assures you the premium flow that harmonize
the output delivery time-lead. Working with international guest is all about time delivery
service, efficiency and responsiveness that embark your hospitality brand signature.
The departures and arrivals various from booking, bell ringing, check-in, porter, don’t
disturb (DND) and checkout with integrated flowchart dialog process.

iv) Process producing and serving food & beverage (F&B)

The decision as to which food and beverage process method to use in a particular
catering operation is taken at the initial planning stage – at this point many hotels
underestimated this operational process taken to slightly account, Pre-production or
preparation production planning includes all food handling activities completed prior to
production or heating, such as thawing, pre-processing, and preliminary assembly. We
provide expert consultants for F&B businesses with needs for concept development can
help bring your vision to life. This includes specialists in design, market research and
analysis, branding, financial modelling, recipe development and costing, menu creation,
job description writing, or a complete review of processing and procedures to bring your
project from conception to grand opening, the services including in:
• Select and certify suppliers
• Purchase food & beverage
• Food & beverage receipt
• Warehouse & inventory of stored F&B
• Food &Beverages issues

v) Understanding market and customer

Working with a marketing consultant gives you direct access to a team of experts who
live all day, every day. Masbal Co. Plus consultants understand how every part of
your

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marketing strategy impacts performance. We can tweak and finetune your marketing
efforts to get better results. Think of us as an extension of your organization and your
marketing team. We’re here to fill knowledge gaps, lend our specialized expertise to
your marketing efforts and produce better results for your campaigns.

vi) Develop a Standard Operating Procedure (SOPs)

Having your own standard operating procedures expertly mapped down to the procedural
level using BPM best-practices and organizational effectiveness. It’s all about systematizing
processes and documenting them. Organizational activities and operations are aligned to
work in accordance to industrial regulations with the help of SOPs. It distinctly defines the
roles and responsibilities of workers by proving descriptions of who does what and when,
allowing for accountability and consistency throughout the workplace. Masbal Co. Plus will
develop a well exclusive tailored SOPs depend the need and the size of your organization.

vii) Manage financial & physical resource

Resource planning usually involves creating a schedule that details information about
those resources – what they’re used for, when, and how. By identifying all the
resources, you need to deliver a working flow item within a specific timeframe, you’ll
gain more control over your outgoings and cash flow. Our experts exhibit foster
knowledge with the right resources in place, and a detailed resource plan to underpin
your working project management, you’ll be in a much better position to measure your
progress commercially.

viii) Manage reputation quality & change

Our reputation management consulting spectrum gives you an actionable plan showing
you how to build, protect, and amplify your reputation. Building your brand reputation
can accelerate your customer centric connection and imprint high pitch elevation in their
memory. If the organization perceived as having a good reputation, respectable and
trustworthy in understanding and connected their dynamic dimensions, reputation index
is derived. With Masbal Co. Plus reputation index framework, your organization
flourish a continuous augmentation.

ix) Human Resource Planning

People are the most valuable resource in an organisation. Human resource planning is
just as important as the management or planning of practical resources. There are
important skill sets that should help you to manage your team, create your products and
deliver your services. Going through the process of considering your team – it’s
sometimes known as resource mapping – should show you which tasks need to be
done, which ones aren’t accounted for, and which gaps need to be filled. Masbal Co.
Plus accredited skills in working with global human resource contextualization can
deliver your organization a better manpower propositioning.

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4. The Process of Housekeeping Management
We are passionate about the efficient and professional operation of Hotel Housekeeping
Departments. Experienced team and our consultancy and personalised training
programmes can assist your personnel to improve the operations of your housekeeping
operations and enhance the reputation and profitability of your hotel, as it has for many
of our clients. Well bridged training programs dedicated to the improvement and
maintenance of performance standards of hotel housekeeping operations.

4.1 Hygiene hotel room management

The impact of cleaning protocols on the hospitality brings a peace of mind to the
customer and staffs as well, they feel like they are in their own home. It gives a long-
term impression of putting their health as first priority. Lack hygiene measures will
affect all hotel operations, from large leisure destination hotels to small family-run
mountain retreats. Hygiene proper procedure is a must with no question regardless the
size, shape or level of hospitality service provision sector. Our training coaches provide
premium guidelines and tools box to guide your staffs equipped them with fortified
mechanism in how to protect, rectify and working hygiene environment, these services
include:
i. Bedmaking
ii. Laundry and dry cleaning
iii. Hygiene hotel public area
iv. Safety and Security
v. Decorating the interior of the hotel
vi. Technical maintenance
vii. Kitchens and stores

5. Operational Programs Building System

Masbal Co. Plus had worked with global hospitality clients ensuring providing a
specialized top-grade advisory solution that tackles strategic and operational challenges
in hospitality industry sectors that include marketing awareness, experience & design
with experience focused strategy with collective operational designs that matches your
business needs, services include:

5.1 Hospitality Clientele Management

Effective hospitality facilities management programs enable key drivers to create a
better customer experience. Hospitality facilities management concerns are unlike
concerns in the retail or restaurant industries it must consider how everything impacts
the customer experience may still have to complete construction or perform
maintenance, and this can have a dramatic impact on the facility’s reputation,

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 i) Better Tracking of Guest Feedback
Guests will often leave feedback when requested. Even simple rating systems can be
automated and leveraged to generate key performance indicators (KPIs) for a
respective stay. Furthermore, an effective facilities management system analyzes guest
feedback to identify possible issues that may have led to a negative guest experience.

ii) Maintain Amenities for Guests

Guest amenities are another major issue. Workout rooms, business centers and room
amenities should be well-stocked and maintained. The hospitality facilities management
system should track the use of such amenities, especially supplies, to ensure supply
orders are accurate and reflective of the facility’s needs.

iii) Separate Maintenance from Housekeeping

Maintenance might seem like the natural companion to housekeeping, but it should be
a separate entity in hospitality services. Maintenance should only take place when
rooms are unoccupied, prior to a guest checking in. However, housekeeping logs must
indicate when unscheduled maintenance needs to be performed on a guest’s room.

iv) Prioritize Maintenance to Coincide with Low-Occupancy Times

Maintenance schedules, including new construction and repair of existing facilities in
needed, should coincide with periods of low-occupancy. In other words, to perform
maintenance during weekdays and routine business hours. Any maintenance performed
outside of this period will be documented and reduced through proper tracking.

v) Address Guest Complaints Immediately

Any complaints filed with the facility should be addressed immediately. some
complaints, like delayed room cleaning, may be low-priority. The goal should be to
address the complaint by determining when it will be corrected and providing such
information to the guest. If the complaint involves safety or essential comfort, like a
malfunctioning HVAC control, attempt to move the guest to another room. If rooms are
unavailable, a technician may be dispatched to correct the issue. This will ensure the
best customer experience.

vi) Improve the Security of the Grounds and Guest Rooms

Connected facilities management systems in hospitality is improved if safety and
security assessed. This gives guests peace of mind in knowing that their belongings are
safe and secure within their rooms.

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 vii) Reduce Risk for Disaster

Having a set of systems approaches can also reduce risk for disaster in complex
away. For instance, overheating AC units may lead to a fire. If the system is
connected, such events can be prevented, reducing risk and maintaining a positive
experience for all guests. An effective hospitality facilities management program
reduces customer service issues and overhead costs, which translates into
better rates for those interested in staying at your facility. As a result, you can
serve more people, keep them happy and reap a positive return on investment.

6. Hospitality Property Management

Shaping the future of your hospitality assets into new destination. Masbal Co. Plus is
your partner patent in providing strategic advisory to hotel owners and operators to help
for the new normal changing phase in ensuring a turnaround by managing cashflow,
preparing forecasts and controlling budgets in controlling your hotel's restructuring with
a number of radical changes needed in hotel business reconstructing and interim
management, our services include as follows:
a) Hotel property development
b) Asset management overtime
c) Inventory Management
d) Real Estate Management

7. Hospitality Facilities Management

With over decade years of experience providing hospitality operations, Masbal services
has built a reputation for delivering a much-needed outsourced service model. In the
hotel industry it is common knowledge that you only have one chance to make a first
impression and even short amount of time to deliver the best guest experience possible.

Hiring Masbal Co. Plus services to protect building ecosystem system assets enables
owners, hoteliers, and property management companies to focus on guest satisfaction
and reducing risk in their own operations. We have proven tools and processes to
ensure standardized delivery of services

Our Solution for Hospitality Facility

Operations.
▪ We focus on the customer/guest first. Understanding that in hospitality today,
the guest expects a personalized and unique experience.
▪ Our service platforms are state-of-the-art, including a real-time, preventive
maintenance work order system designed to bring value to our customers.
▪ We analyze call volume and develop staffing schedules that ensure all guest
issues are handled in a timely manner.

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 ▪ Our engineering and housekeeping standards detail the operational
expectations of engineering and housekeeping staffs within each hotel.
▪ Our management team brings hands-on expertise in operation, maintenance,
and housekeeping of modern hotels.
▪ Predictive maintenance and cleaning to ensure that everything the guest see,
touches and experiences is perfect.
▪ Ensure a cohesive union with all internal guests to create an exceptional
experience for our external guests.
▪ Customized communication and reporting platform.

8. Hotel Employment System

Create, change, and assign roles to your hotel staff by monitoring who and when changed the order
status. Let your staff use their time efficiently and availability as form of alert notifying of new orders to go
directly to the right department, and everybody knows what to do next. Keeping in touch with the crew
and be aware of the state of things at the hotel contributes a significant vitality of seamless working flow
during the operatives’ activities without collision of delegated task and job transferring allocation of the
manpower. Masbal Co. Plus can a design a friendly framework benchmark system that creates according
the organizational operatives needs without tackling vast challenges on regular basis. These services
include:
a) Staff management system
b) Designing job allocations dashboard
c) Designing time blocking dashboard
d) Design working planning system
e) Designing reporting & referral platform system

9. Hiring & Training Programs

Recruiting, hiring, and training of staff is time-consuming and costly, especially for small
and mid-sized businesses, from creating a job advertainment to finding the right
candidate to providing opportunities for employee development. Masbal Co. Plus HR
package gives HR affirmative action’s products that sustains the HR department in
healthy cycle, our services include in:

i. Human Capital Plan Development

ii. Policy & Procedure Development
iii. Employee Recruiting, Screening, & Hiring Employee Onboarding
iv. Annual Employee Reviews

9.1 Human Capital Plan Development

Strategic planning is necessary during the company formation process, and periodically
thereafter. Typically, organizations take time annually to review their long-term
objectives and develop a strategic plan for the coming year. Masbal Co. Plus can
provide consulting in developing Human Capital Development (HCD) capacity building
availing the need in

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enhancement of organizational process, employee performance, capabilities and
resource allocation to fulfill market job demands.

9.2 Policy & Procedure Development

Well-documented HR policies and procedures are vital to a successful operating
environment. Masbal Co. Plus is experienced in developing, applying, and evaluating
HR policies and procedures in outsourcing right employees to their clients. These
services include maintaining accurate policy manuals, reviewing policy, employee
database management, recruitment, selection KPI criteria, procedure periodically, and
updating documentation as needed.

9.3 Employee Recruiting, Screening, & Hiring

Locating qualified candidates to fill internal candidacies can be a daunting task, one
with long- term implications for your organization. We draw from over a decade of
experience to ensure that your internal team remains staffed with qualified individuals
who possess the qualifications and traits that fit your needs.

9.4 Employee Onboarding

The employee onboarding process is a critical Human Resources function. We provide
a comprehensive onboarding service that ensures that every new employee completes
all required documents and goes through position-specific training.

9.5 Performance Management

MCPs Human Resources team will work with executives and managers to constantly
track, evaluate, and improve employee performance. We provide HR support should
any issues arise, and work with managers to develop performance improvement plans
when its needed

9.6 Annual Employee Reviews

Taking the time to review performance and job satisfaction for every employee is an
important part of maintaining an efficient, satisfied workforce. We offer employee review
services that capture the quantitative and qualitative data relevant to each employee,
and present that data in a format that makes it easy to understand overall trends and
themes within the workforce.

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9.7 Recruitment Process Outsourcing (RPO)
Your staff are a vital component of your business’s success, many businesses get
caught up in the processes. Searching for suitable talent, sifting through resumes,
responding to candidates, arranging interviews and checking references are all very
necessary but time- consuming and costly exercises. MCP recruitment process
outsourcing solutions reduce employers’ recruitment costs with a flexible ―pay-for-
performance model that deploys recruitment more efficiently when undertaking volume
recruitment projects. Masbal Co. Plus RPO service provides customers with a dedicated
on-site or off-site professional as follows below:

• Create a centralized and dedicated recruitment process for the

business;
• Define a leading sourcing strategy including Marketing and
networking;
• Flexibility when embarking on hiring projects;
• Reduce risk when managing volume and staffing initiatives;
• Remove administrative duties, including negotiation and contract
formulation;
• Focus on HR business issues and strategic activities.
• Reduced cost-per-hire and time-to-hire;
• Enhance direct recruitment marketing; particular emphasis on software
initiatives;
• Increased quality-of-hire;
• Acquire the best talent in competitive marketplace;
• Reduced attrition and improved retention rates;
• Flexible recruitment costs allow you to manage budget effectively.

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 HR Outsourcing Plan

HR Outsourcing Plan

Posting &
Creating Job Collecting Hiring Training & Pay &
Prospective HR Policy Managing Employee
Posting Process Monitoring Bonuses Development Communication
Candidates Process Performance

Human Resource Components

• Creating Job Posting

Creating professional Job Description for all position

• Posting and Collecting Prospective candidates

Posting, Collecting, processing to select right and prospective candidates

• Hiring Process
Create a superior workforce by hiring the right people through a properly planned,
systemized process.

• Training and Monitoring Process

We will train all employees, accordingly, build monitoring system and follow up for
agreeable time period.

• Pay & Bonuses

Give employees a sense of ownership in your hotel, and the incentive to work hard, be
loyal and contribute to your bottom line.

• HR Policy Development
Provide an HR framework and standards that guide employees on performance,
decision- making, operations, and more.

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• Managing Performance
Establish an effective workforce through goal setting, managing expectations, providing
feedback, and more.

• Employee Communication
Build and maintain employee morale, advance your strategic vision, attain goals and
keep
your business’ progress on track.

• Organizational Structure
Clarify reporting relationships and define employee roles & responsibilities. The
proposal will be more specifically focus on what skills are meant to be added,
developing general operation HR service.

• Reviewing system approaches in measuring capacity and the effects of

operational interventions activities.
• Developing a HR Outsourcing services in job descriptions, hiring, training &
development
• Conceptual framework for integrated Human Resource management
•

10. Monitoring
A well-established monitoring performance management program provides the
foundation necessary for you to achieve your vision and strategy. Performance
management lets you involve your employees, as individuals and as part of a group, in
improving organizational effectiveness—as you all work to accomplish your
organization’s vision and strategy.
We will help you make decisions to run your business, provide leadership, review
results and diagnose problems, and set goals and expectations. Our team helps you
ensure alignment, create tiered metrics, define root causes of financial performance, tie
customer measures to need, employ performance monitoring and management, and
understand limits.

Let us help you build this foundation performance in:

• Employee performance
• Organizational performance
• Performance assessment and benchmarking
• Enterprise cost reduction
• Enterprise value proposition
• Short and term strategic planning programs
• Monitoring, Evaluation, Assessment & Learning (MEAL) organizational objectives

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