BUSSINES PLAN

HOTEL DANAU TOBA

 TABLE OF CONTENTS

TABLE OF CONTENTS.......................................................................................................2
BAB I......................................................................................................................................3
INTRODUCTION..................................................................................................................3
1.1. Backround...............................................................................................................3
1.2. Bussines Goals........................................................................................................4
BAB II.....................................................................................................................................5
EXPLANATION....................................................................................................................5
2.1. Proposed System.....................................................................................................5
2.2. IT System................................................................................................................6
2.3. Black Box Test........................................................................................................8
2.4. Security Defense.....................................................................................................9
 BAB I
INTRODUCTION
1.1. Backround
A hotel is a building specifically provided for people to can stay or rest, get
services, and or other facilities for a fee, including buildings others that are
integrated, managed and owned by the same party except for shops and offices. Hotel
is a company that provides services in the form of accommodation (lodging) and
serving meals and facilities others in the hotel for the public, which meet the
requirements comfort and commercial purposes. Resort hotels are tourist destinations
that haveprovides a variety of tourist facilities and services, including recreational
and rest facilities. Resort hotels are hotels where guests stay for the purpose of seek
pleasure (pleasure). Usually located outside the city, in mountains, by the lake, by the
beach or places recreation, which provides accommodation facilities to people who is
on vacation.

Resort is an accommodation business that aims to stay for families or

individuals other than for tourist purposes in a place in the form of house huts and has
facilities supporting facilities in the form of refreshment, restaurant and laundry
facilities.

The hospitality industry is part of the hospitality industry, which is an industry

that provides products and services to customers who are far from home (Morisson;
2002: 52). This industry consists of travel, lodging, dining, entertainment, recreation,
and game facilities. Broadly speaking, the hospitality industry is divided into lodging
operations, food/beverage service, and travel and tourism. Hotels come under lodging
operations together with motels, motor hotels, resorts, campgrounds, parks and so on.
Managing customer relationships through customer relationship management (CRM)
is a strategy taken by the company in managing customers, especially hotel
customers.

1.2. Bussines Goals

The purpose of establishing this hotel business is as follows:

a. Productivity of existing property assets.
b. Make big profit
c. Mobilize other business sectors around the Hotel
 BAB II
EXPLANATION
2.1. Proposed System
In the implementation of a project, there will be many types of activities and
various problems encountered so that in the implementation of a The project must be
accompanied by good project management. Management project is a way of
managing projects in a project work by objectives set the stages in project
implementation. One part of project management that plays an important role is the
project organization. Project organization is a multi-stakeholder system cooperate
with each other in carrying out activities in the project. In implementation of the
parties involved in the project organization must have a sense of responsibility
towards their duties and obligations towards the authority given in accordance with
their respective fields and expertise so that the work can run smoothly and get good
results optimal.

The supervisory consultant is the party appointed by the project owner to carry
out the work of supervising, controlling and controlling the course of project in order
to achieve optimal work results in accordance with the plan. Duties of the supervisory
consultant:

1. As a representative of the project owner (owner) in the field.

2. As a quality control to maintain quality control, cost and time to the
compatibility between planning and implementation in field.
3. Conduct periodic direction and supervision in implementation of work in the
field.
4. Anticipating changes in uncertain field conditions and overcome the
constraints of limited implementation time.
5. Avoid errors that may occur quickly and responsively and avoid cost
overruns.

6. Accept or reject the imported material/equipment contractor.

7. Overcome and solve problems that arise in the field so that achieved final
results as expected with quality, specified quantity and time of execution.

8. Temporarily suspend if there is a deviation from the applicable regulations

apply.
9. Monitor the achievements and progress of the projects that have been
achieved as well as Prepare work progress reports (daily, weekly, monthly).
10. Prepare and calculate the possibility of adding or reduced work.

2.2. IT System
Medan city is the center of almost all activities in the political, economic, as well as
socio-cultural scope of Sumatra North. Besides, if more and more relations with other
countries, will open more opportunities entry of foreign visitors, good with business interests
and traveling in the city of Medan.

According to statistics from the Service Medan City Tourism and Culture 2014, until
now in Medan There are 51 star hotel hotels with its main market being visitors from the
business community. Presence of hotel usually supported by facilities such as space
courtrooms, meeting rooms, and more. The same data show a new phenomenon that is
currently appearing in hotel business in the city of Medan, namely increase in hotel
occupancy four stars like Graha Serela Hotel Medan, Santika Priemere Dyandra Hotel, and
Hotel Polonia, on the other hand decline in star hotels five like Grand Swiss-Belhotel, Hotel
JW Marriot Medan, and Grand Aston City Hall Hotel.

The same data show a new phenomenon that is currently appearing in hotel business in
the city of Medan, namely increase in hotel occupancy four stars like Graha Serela Hotel
Medan, Santika Priemere Dyandra Hotel, and Hotel Polonia, on the other hand decline in star
hotels five like Grand Swiss-Belhotel, Hotel JW Marriot Medan, and Grand Aston City Hall
Hotel. This is thought to have occurred because four star hotel in Medan pada currently has a
bigger market compared to five-star hotels, considering the city of Medan is a city large
metropolitan area for business and transit city is also a gateway for travelers local entrants,
investors, business people foreign countries such as from Singapore, Thailand, and Malaysia.
From the actuality and description above, it can be concluded that five-star hotel four in the
city of Medan currently must increased in number.

Although play a major role as a means accommodation to meet needs business people
in terms of a good stay also equipped with facilities supporting facilities such as conference
rooms, no close the possibility of entry among visitors who have tourist destinations in the
city of Medan and surroundings. Four-star city hotel that it is planned that it will be designed
with pay attention to several important aspects which supports the creation of a hotel which
has its own charm, use attract visitors to stay the night. One of them is location strategic, is
the main factor under development in order to have good prospects.

Customer Relationship Management (CRM) is the entire process of building and

maintaining profitable relationships with customers through delivering high value and
satisfaction to customers. This CRM covers all aspects of getting, keeping, and increasing the
number of customers (Armstrong and Kotler, 2007). Another definition states that CRM is a
process that includes all aspects of identifying customers, creating customer knowledge,
building customer relationships, and forming customer opinions about the organization and
its products. This definition is not discussed regarding the role of technology in CRM. This
definition pays more attention to the customer and the goals to be achieved.

Komponen-komponen pembagi sehingga dapat mengklasifikasikan kebutuhan

terpenting yang meliputi:
 1. Guest Recognition.
Guest recognition adalah usaha untuk menyimpan sebagian data mengenai pelanggan
yang menginap, dimana data tersebut dapat menjadi patokan input bagi fitur lain.
2. Data capture dan maintenance.
Sebuah perusahaan yang baik harus dapat mengelola datanya secara baik, baik itu data
perusahaan atau pun data pelanggan, selain itu perusahaan harus dapat membuat
pelayanan yang terbaik dari data yang telah didapatkan.
3. Channel integration and consistency.
Salah satu yang menjadi kesuksesan dalam channel integration and consistency adalah
bahwa setiap tamu akan diperlakukan sama oleh sistem, baik itu secara nyata dilapangan
atau pun setelah tamu tidak lagi menginap di hotel.
4. Ranking and discrimination.
Bentuk penghargaan yang diberikan perusahaan terhadap pelanggannya akan memiliki
nilai tambah bagi perusahaan, selain utuk membentuk loyalitas, juga dapat membentuk
profit atau keuntungan bagi pihak hotel sendiri, salah satu penerapan yang seharusnya
dilakukan oleh sistem adalah dengan memberikan fasilitas bagi tamu yang sering
menginap di Hotel Summer Hills Bandung.
5. Two-way personalized dialog
Pada bagian ini menjelasan upaya yang diharapkan mengenai hubungan 2 arah, yaitu
pihak hotel dan pelanggan dan juga pelanggan terhadap hotel, pada bagian ini cenderung
pada komunikasi personal sebab agar terciptanya peluang lebih besar.

2.3. Black Box Test

The black box method is a user interface test where after the simulation is made
the user can operate the application according to its function. This test method will be
applied using an input output reference table to test the behavior of the system when
given certain inputs, if the output produced is as expected, it can be said that the
system passes the black box test (Khan, 2010). In this system, testing is done by
providing sample data and comparing it with the resulting information. Proposed
Development of an Online Reservation System Based on Customer Relationship
Management (CRM) at Hotel Summer Hills Bandung.
 Process of Customer Relationship Management (CRM) in Marketing Hotel
Rooms
The CRM process consists of collecting customer data, analyzing customer data and
identifying target customers, developing CRM programs, and implementing CRM
programs where customer data collection, the company uses the Front Office (FO)
personal contact. The database system used by the hotel is still manual and there is
good coordination of the three CRM variables, namely people, process, and
technology, which are important keys in efforts to build relationships with customers.
Customer Relationship Management (CRM) Communication Media in Marketing
Hotel Rooms
Communication media for customer relationship management (CRM) in marketing
hotel rooms, namely by using the existence of a website. The decision to create a
website is used for facility information, customer contact information, reservation
information to customers to find out the existence of The Arjuna Boutique Hotel and
Spa Bandung and is supported by broadcast communication media such as WhatsApp
(WA), BlackBerry Messenger (BBM), and Short Message Service (SMS). )
Barriers to the Implementation of Customer Relationship Management (CRM) in
Marketing Hotel Rooms
Communication barriers from the application of customer relationship
management (CRM) in marketing hotel rooms can be identified that customer service
has not served customers optimally. The Arjuna Boutique Hotel and Spa Bandung
does not yet have a special program to manage customer loyalty. The hotel only
provides special offers to customers who have often used hotel services and there are
still some employees who do not understand the needs and desires of hotel guests
who come from
various groups, regions and language limitations in communicating.
2.4. Security Defense
The first defense is a good offense. The risk assessment sheds light upon the
potential for events, such as a robbery in a parking garage. The security plan will deal
with those initial security defenses. If a robbery does occur, it does not mean that the
security defenses were weak, but they were obviously weak enough to allow the
event to happen. The Security Director then has two choices: (1) leave security as it is
and hope for the best or (2) fortify security in the garage and prevent it from
happening again. Option 1: Leave security as is. This option is riskier, but less
expensive. Many businesses manage risk in this manner, hoping, gambling, and
calculating that another incident will not occur. This is usually a measured risk,
weighing the option of spending money on security or spending money on litigation
later. This option usually does not appeal to the Security Director, but it is a product
of the business world. There is a strong likelihood that the property management
makes these types of decisions for the Security Director. Option 2: Fortify security.
This option may be considered safer, and even morally correct, but is obviously more
expensive. There will be costs associated with purchasing and installing equipment
and paying wages for increased labor. This option also may be viewed as better for
the business’s image: It takes safety seriously and does what it takes to provide it to
its guests.
We cannot create a Security Plan until a Risk Assessment has been
completed (Chapter 1). The plan includes security staffing amounts, cameras,
lighting, access control, CPTED (crime prevention through environmental
design), and many other physical aspects. It may also include policies and
procedures. Many organizations create and follow very detailed and lengthy
plans that explain and outline all of these pieces of their security posture.
Other, maybe smaller, properties do not make a written plan. Most security
directors are either operating under a plan written by a predecessor or do not
have a written plan at all. They rely on their mental notes and personal
philosophy to create policies and organize their protective measures
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