Service Management

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- We’re each born with certain levels of EI skills. But we can strengthen these abilities through persistence, practice, and feed- back from colleagues or coaches and practice of course, practice makes a teacher.

Playa Dorada Tennis Club: Expansion Strategy

- Playa Dorada Beach and Resort in Boca Raton, Florida, faces a growing seasonal demand for tennis services.

- This happened in 2007 before the housing bubble which it was the fact that house prices highly raised. Before the 2008 recession.

- It seems that this demand might double in next few years but Playa Dorada, which is known for well promoted amenities for tennis, has limited court space to cater to these needs.

- Playa Dorada have problems such as efficient usage, capacity and about revenue generation.

- The capacity of the tennis courts are almost at its max, the capacity of the other services they offered which is golf and the marina is unknown so we have to guess.

- The main source of revenue for Playa Dorada Beach is selling of Villas. As we can see fifth stage is in progress and sixth stage will be starting in 2008, there will be golden opportunity to generate huge amount of cash by selling them. People are attracted to Playa Dorada due to its good tennis facilities.

- If Playa Dorada is unable to meet the demands of people related to tennis facilities, people will be unwilling to buy villas at that location. Also from the exhibit I have got the conclusion that current capacity is unable to meet the future demand in 2007 and 2008.

- We can increase our revenue in off season and peak season by organizing sports events related to other sport like Golf as from case we understand that 29.2% guests keep Golf on top priority list. It will lead to usage of Tennis facilities too.

- In long run we can build a complex which will constitute facilities related to entertainment,indoor tennis courts etc. which can cater to large tennis enthusiast.

- We can use various strategies to increase our revenue and also provide accessibility to guests.

- Flexible Pricing:We can apply flexible pricing on basis of peak and off season, also we can take into consideration the type of courts while pricing on per hour basis. For example we can see from data that only 15% utilization of hard court and 38% utilization of clay courts. Also many European people preferred clay courts over hard court. So we can have lower price to hard courts compared to clay court.

- Also we should not give any discounts during peak periods and should give

B. Doubles Tennis:Encourage guests to play double rather than single as it will help to use the courts more efficiently by helping to free up courts for others to play.

C. Hard Courts and Clay Courts: We can see many adults are more inclined to use clay courts against hard courts, so we can persuade the youngsters to use hard court surfaces. Youngsters generally are open to play on any surface and if needed we can persuade telling them the differential rate in both types of courts.

D. Discounts: We should keep in mind that we do not give priority to students over high paying guests. So we can offer the discounts to students in evening slots as many guests as will be working will not be turning to play at that time. So in order to utilize that capacity discounts to students can surely help.

E.To attract students we can open Wi-Fi tennis lounge, pro shop and club house too. We can also hire tennis player in off season to increase the guest count.

- We can increase the number of hours by various measures.

A. We can see that the maintenance is done at 7 am so the play starts at 8 am. We can have maintenance done between 6am to 7 am and in doing so increase the playing hour for each of 23 courts.

B. We can also use the night lights to make it feasible to use the tennis courts for long hours. We can use discounting pricing to attract new guests.

C.In long run by building indoor tennis courts can help guests to play tennis in bad weather too, which will not be possible in open courts.

4. We can increase our revenue in off season and peak season by organizing sports events related to other sport like Golf ( as from case we understand that 29.2% guests keep Golf on top priority list). It will lead to usage of Tennis facilities too.

5. In long run we can build a complex which will constitute facilities related to entertainment, indoor tennis courts etc. which can cater to large tennis enthusiast. Also transform hard courts into clay courts as more adults are inclined towards playing on clay courts.

- The tennis courts got to that level of capacity because maybe the customers at Playa Dorada are not being involved with the other services offered.

- Under capacity may be caused for not knowing the demographics of your customers.

- As management at Playa Dorada we need to develop a system to level and balance all our assets correctly in order to satisfy and understand the customers really well.

What leaders really do

- The most pernicious half-truth about leadership is that it’s just a matter of charisma and vision—you either have it or you don’t.

- As leader we have the infinite ability to pick and choose what colors to use and when to use them . We can be a leader whose world is black and white or you can be a colorful leader .

- If the workers feels the minus amount of disrespect they will plot to take you down as a supervisor.

- When you establish respect and confidence with people, people starts giving you secrets and tips about the work you're doing.

- The focus is on the supervisor. Is all about to the supervisor.

- As an operations people our function is to break barriers between workers and supervisors or top management in order to have better ability to communicate and better opportunities to resolve problems.

- If you work with people you get the confidence of people and they start to work back with you.

- The fact of the matter is that leadership skills are not born in. They can be acquired, and honed. But first you have to appreciate how they differ from management skills.

- Management