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- 1. MGT 2010 PPM PRINCIPLE OF PRACTICE OF MANAGEMENT Section 7 TOURISM AND HOSPITALITY OF SYAZA TRAVEL AND TOURS GROUP MEMBERS: MUHAMAD ALIFF BIN SABRI 1415663 MUHAMMAD RIZUAN SADEEQ BIN ABD RAHMAN 1411421 MUHAMMAD HAZREEQ LUKMAN BIN ABD ZAMAN COMMENTS: LANGUAGE /10 FORMAT /10 REFERENCING /15 ANALYSIS /15 DISCUSSION /20 TOTAL /70
- 2. Content Page Introduction .. 1 Background of the company 2 Managerial issues 3-8 Discussion and analysis 8-11 Suggestion . 12-14 Islamic Perspective .. 15-17 Conclusion . 18 References 19
- 3. INTRODUCTION Alhamdulillah , praise to Allah the Almighty for giving us a strength and capabilities to finish the management project which is Tourism and Hospitality of Syaza Travel and Tours company. First of all I would like to give a big thanks to Dr. Suhaimi as our advisor for our group project for advise us and guide us in order to finish the project. Our project is about the management and the managerial issue of the company namely SYAZA TRAVEL AND TOURS. Base on our research, we had found the managerial issues or challenges that had been face by the company Syaza Travel and Tours and also with their specialities. Furthermore, we also analyse the problems and specialities of the company by doing SWOT analysis. In addition, we also stated our own suggestion in order to improve and to develop the company. Last but not least, we had related the way of their management, the managerial issues with the Islamic perspective.
- 4. BACKGROUND OF THE COMPANY Syaza Travel & Tours Sdn Bhd (SyazaTravel) was established in 2007. From humble beginnings, the company has grown to be one of Malaysias most respected travel agents, offering travel arrangements in all over the world. SyazaTravels product selection is aimed at providing the Umrah market with the broadest range of product available. Targeted specialist group and individual travel is also an important part of the product mix. SyazaTravels commitment to innovation and customer service has been demonstrated by its significant investment in technology. The introduction of a state of the art browser based back-office business solution in 2009, with a fully integrated website has provided the means to distribute product, sales, documentation and reservation information to customers 24/7 in real time, putting SyazaTravel at the forefront of travel technology use. With the recent launched of the new reservations booking system for Umrah & Hajj in December, 2009, and Tour Packages Internet Search Engine Systems in Febuary 2010, enabling our customers to book and instantly confirm land, cruise, car and air arrangements and also Umrah and Hajj Packages in the same transaction. This development has been supplemented by the launch of a new content management system which is fully search engine optimised and indexed to ensure that SyazaTravel is not only at the cutting edge of online travel product distribution but that the content delivered via the website supports our commitment to add value to our customers and provides ever changing content to encourage frequent repeat visits. These developments clearly set SyazaTravel aside from any of its competitors and provide significant efficiencies across the business, greatly improving the transaction to cost ratio as well as providing instant confirmation and improved efficiencies to our customers.
- 5. MANAGERIAL ISSUES Based on the researches that we have done for Syaza Travel and Tours company, we found that there are several managerial challenges that the company faced. However, we also found the strength of the company which are their specialties in managing the tourism company. This managerial issues are important because the managerial issues can affect the performance of the company whether make it worst or make it better. As the company are developing the manager might facing the challenges, not only the challenges come from the company itself but by the environment too could affect the development of the company. The major managerial issues faced by Syaza Travel and Tours are the workers, infamous, experience, hospitality and rivals. These are the managerial issues that the manager had faced in order to develop his company, not only the problems that we state there but we also state the specialities of his company. The managerial issues are as follows : i) Lack of workers One of the major issues that have been recognizes is lack of workers. These issues commonly face by many companies. The issue will become serious if the business is the family business. This is because the manager will not pass his or her job to someone that is an outsider. The manager often leaves it on their heir. This is because of the manager want his company being run by someone that they trust most, usually his family members. The manager wants his company being run by his family members due to the type of bussiness itself. For the Syaza Travel and Tours, we know that it is the family-business type, where the business will be inherit to his son or daughter in the future. This is because we have try to make an appointment with their officer which knows a lot about the way the companys management process but they left us with the reason that his son are not in a good condition and being asked to stay in a ward , and he cant help us with the interview. From that answer we know that the company are lack of the trustworthy workers and it is the family-bussiness type.
- 6. ii) Infamous Besides lack of trustworthy workers, the company also face the managerial challenges, one of it is the company is not a very well-known company or the company is infamous. This might be due to lack of exposure to the people outside there. This might be the biggest challenge for this company because they need to attract the customers to join or to use their services in order to travel or to do umrah. It is a wasted if the company could serve or give the best services but the name Syaza Travel is not in a peoples knowledge. They will be confused or unaware of the name Syaza Travel , so this things can lead to a bad business marketing and when that things happen, it will also affect the profit made. Eventough Syaza Travel is a big company and one of the most respected company but still a lot of people doesnt know about this companys existence. They will know it only after they browse the internet or google it. However, the people whom doesnt go to umrah yet havent know about this but people whom have go to umrah maybe familiar with this company. But Syaza Travel should expose more in order to let peoples know more about this company and thus, attract people to do umrah or pilgrimage. Its true that Syaza Travel had expose it in TV1 RTM, but still its not enough to let people know, if we doesnt do this research, we might doesnt know about this companys existence because youngsters nowadays are not watching television channel RTM TV1, most of the followers are adults and old folks only. Syaza Travel should put one more or little bits more efforts in exposing their company to the youngters because youngsters nowadays are enjoying travelling to somewhere else outside this country. They called themselves the backpackers group, so by letting the youngsters know, they can travel with using the Syaza Travel company.
- 7. iii) Experienced Besides infamous , one of the major issue is experience , the Syaza Travel surely are one of the big company whom standing in a long period of time. Established from 2007, this company expand and grown to be the one of the most respected company in Malaysia. Their experienced are no doubt are vast enough to stand in its own platform. Their manager surely are good enough in organizing , good enough in making strategic planning, operational planning and tactical planning in order to stay competing with other big company. Syaza Travel sure does a big strategic planning so thats why they can grow from a humble company to one of the most respected company in Malaysia . The plan the strategies are good enough for them to make a move in this travel and tours industry. All the strategies and the plans have been made precisely and get along together with a lot of experience in conducting the company, they sure are becoming the one of the biggest company in Malaysia. Their way of managing may be a good examples to another company. They can be a good examples because they are good in experiences in managing the company. Of course they might be an upside down for the company to reach this stage, but this upside down help this company to grow and be respected by another company. Furthermore, this company must be really good in solving problem that might happened afterwards or back then, because the company itself has a wide experience, so maybe if they are facing any problems they might settle it fastly.
- 8. iv) Hospitality After that, the managerial issues are great in hospitality. This company gives a best service to their customers as the best they can do. Based on our research about this company by searching any of blog containing Syaza Travel, we did found that the customer are all satisfied with the services that the Syaza Travel had gave to them. This includes nice 4-5 star hotel that the customer had stayed during working on ibadah Umrah and doing pilgrimage. All the customers admit that this company serves them with a good services and gave them the best hospitality such as 4-5 star hotel, the delicious food, the best transportations for them. For the hotel , this company provide the customer with a closer range between hotel and the mosques. So , the Jemaah doesnt have to walk far away in order to stay in hotel or to do ibadah at the mosque. Furthermore ,The main activity for this operation is organizing and conducting religious travel packages in the relevant seasons, both for individuals and organization, providing the best accommodation close to the holy places, comfortable transportation and experienced tour leader Services that they are proud to offer. Here we include the services they could get : Greeting and farewell meeting at airport. Transportation to and from destination. Ticketing issuing and reservation services. Special guided of the holy cities. Special programs for Umrah Personal and VIP services Your choice of the best hotels Special and native meals. 24 hours on-call service. This company surely does know how to organize their company very well and maintaining the good relations with the company at there. This is a good examples of the company with a good organizing management.
- 9. v) Rivals The last one of the major issues for Syaza Travel is the rival or competitors that they had to faced. Syaza Travel is the big company but still they are facing the big competitors too such as Tabung Haji , Antar and Andalusia Travel which are also a big name in this industry. However, this company are at cutting edge of online networking so they might be standing in their own platform, be different and have advantages more than the other outstanding company in this industry.
- 10. SUGGESTION Based on the managerial issues that we have state that is lack of trustworthy workers and then we view the organizational hierarachy, we found that the Syaza Travel doesnt have the middle- level of manager. Syaza Travel need to have this middle-level manager which are located in the organizations hierarchy below top-level manager and above the frontline managers. It is also responsible to translating the plans and general goals developed by strategic managers into more specific objectives and adjectives. Its also play crucial roles in determining which entreprencurial ideas. Above all, this middle-level managers can also be equipped with the knowledge about the management of the Syaza Travel company which can help to develop the company. Besides that the top-level managers can be in connection with middle-level managers which means having a good working relationships and interpersonal contact and being a team player with strong interpersonal skills and then the top-level managers can build a trust towards the middle-level managers so that they can equipped the middle-level managers with the knowledge of management of the company. Furthermore the Syaza Travel company should have 3 middle-level managers that can be trust in order to take their roles if the top-level managers are not available because they already knew the companys management style. So that the excuses such as nobodys around to share the way of management of this company will not being given. Syaza Travel company is not a small company, its one of the most respected company in Malaysia so the excuse like that cant be accepted. Because the big company like Syaza Travel should have more than one representative manager.
- 11. The second suggestion I would like to suggest based on the managerial issues infamous is , advertise it in many famous channels in television such as TV3 or Astro or we can advertise it in famous radio which is Era fm, Sinar fm and Hot fm. Because as we said just now, depending on RTM itself is not enough. People are not watching it a lot nowadays compared to TV3 and Astro because nowadays most of peoples are capable of using Astro. For the internet technology advance, the company are doing a great efforts because nowadays people use internet as a source of information everyday. People in village are using it too and its not limited to certain area only like 10 years ago. Now everybody are using it so it is a great job for Syaza Travel to reach or attract their customer with internet. Syaza Travel can try to advertise their company with the suggestion above for 2-3 months in order to attract customer, they also can control it by monitoring their profit if they are increase or decrease. Furthermore , they can make an interesting advertisement because the people can be attracted by the interesting advertisement. Syaza Travel is going to be a well-known company like Tabung Hajis company if they put some more efforts in exposing their company.
- 12. The third suggestion I would like to make for the managerial issues rivals or competitors is improve more on the exposing of this company because Syaza Travel company has its own specialities that is the capabilities of advertising their company in networking. Syaza Travel can also try to reduce their price, having a lot and special packages for travel in order to attract customer to follow the Syaza Travel company instead of other big company. This company need to work hard or put some efforts in exposing their company because like Tabung Hajis company, it is a well-known company and has its own platform.Syaza Travel need to analyse how they compete as competitors use tactics such as a price reduction, new packages introduction, new places for travel and new advertising campaigns to gain advantages over their rivals. If Syaza Travel want to stand more than Tabung Haji, they need to work harder because competitors itself, cannot be control, it is out of the companys range.
- 13. REFERENCES http://2012books.lardbucket.org/books/challenges-and-opportunities-in-international- business/s14-05-managing-the-international-bus.html - we view the PLOC http://syazatravel.com.my/ - we collected the information about Syaza Travel http://www.usc.edu/schools/college/crcc/private/docs/health/perspectives_islamic.pdf - we relate the Islamic perspective with our project http://www.islamhelpline.net/node/821 -For the Quranic Verses McGraw Hill International Edition about Management (Leading & Collaborating) 11th edition - help us in doing the project work