Principles of

Management
Dolphin Hotels PLC

Individual Assignment
Management Process and Organizational Behavior
Jayaini Jayaseelan(ADBM-ESA-15.3P-32)
Advances Diploma in Business Management
Program code 15.3P
National Institute of Business Management
Date of Submission 31 October 2015

Content

1.0 Introduction to the Dolphin Hotels Plc.............................................................4

1.1 Vision............................................................................................................ 4
1.2 Mission.......................................................................................................... 4
1.3 Values........................................................................................................... 4
2.0 The Management Process of Dolphin Hotel Plc................................................4
2.1 Management Functions................................................................................ 5
2.1.1 Planning and Decision Making................................................................5
2.1.2 Organizing.............................................................................................. 6
2.1.3 Leading................................................................................................... 7
2.1.4 Controlling.............................................................................................. 7
3.0 SWOT analysis of Dolphin Hotels Plc................................................................8
3.1 Strengths...................................................................................................... 8
3.2 Weaknesses.................................................................................................. 8
3.4 Opportunities................................................................................................ 8
3.5 Threats......................................................................................................... 9
4.0 Environmental Analysis................................................................................... 9
5.0 Managerial Issues.......................................................................................... 11
6.0 Recommendations for improvement..............................................................11
7.0 Conclusion..................................................................................................... 11
8.0 References..................................................................................................... 12
9.0 Appendix.................................................................................................... 12

1.0 Introduction to the Dolphin Hotels Plc

The Serendib Touring Ltd., which was incorporated in 1973, to manage Hotel
Serendib, Bentota, subsequently expanded its portfolio to include a total of seven
hotels.
However the new corporate identity was unveiled in 2000, followed by an image
building campaign, with the name of the company being changed to Dolphin
Hotels Plc. The company ceased managing all non-owned hotels, retaining only
the management of Avani Bentota, Avani Kaluthara, Club Dolphin, and Hotel
Sigiriya. Extensive refurbishment programs were carried out over the past few
years and all the three hotels can proudly hold their own, in their respective
categories as popular, 3 to 4 star hotels. Hotels successfully complete the
refurbishment of 100 rooms.
1.1 Vision
To be a leading hotel Group in the country operating lifestyle properties with a Sri
Lankan flavor
1.2 Mission
Create experiences to write home about by exceeding the expectations of Our
Guests at all times
Our People will be treated with respect, dignity and fairness
We will improve The Community we work in and obtain their co-operation to
support our industry
We will strive to deliver superior returns to Our Shareholders
1.3 Values
Concern for People Passion for Customers ,Obsession for Performance Driven by
Innovation

2.0 The Management Process of Dolphin Hotel Plc

The management profile at Dolphin Hotels Plc consists of a supportive team of
talented professionals who are reputed for their commitment to ensure superior
4

guest experiences. Their passion to exceed customer expectations results in

excellent

customer

service,

thereby

driving

profitability

and

enhanced

shareholder value creation.

Together, the team possesses a wealth of experience in the hospitality trade and
guides the group hotels to greater heights with each passing year. Their ability to
engage all stakeholders fairly and in a transparent manner has lent great
credibility to the team. A dynamic interaction exists between the top
management and the staff members, whose skills, talents and professionalism is
duly recognized, groomed and rewarded.
The approach of its entire staff towards socially and environmentally responsible
tourism is strongly led by the management team. Their vast industry knowledge,
specialized expertise in financial and human resource management, and their
humane approach to business makes the Dolphin Hotels Plc team one of the
most reputed in the hospitality industry.
2.1 Management Functions

Planin
g

Contro
lling

Indust
ry

Organi
sing

Leadin
g

2.1.1 Planning and Decision Making

Planning is always the first function performed by every management. Planning
refers to deciding in advance what to do, how to do, when to do, and who is
going to do it. Planning bridges the gap between where we stand today and
where we want to reach. Every manager starts with deciding in advance the
5

objectives of an enterprise and how to accomplish these objectives. Planning is

the base of all other functions of management.
Below are the plans for Dolphin Hotels Plc for upcoming years

Developing human resources to enhance the international standards.

Introducing Eco concepts to the their operations
Refurbishment plans in placed to provide more comfort and relax

environment to the customers.

Identifying new market customer interests such as china & India

2.1.2 Organizing
After setting up of plans next function of every manager is to organize the
activities and establishing an organization structure to execute the plan. Setting
up organizational structure means deciding the framework of working how many
units and sub-units or departments are needed, how many posts or designations
are

needed

in

each

department,

how

to

distribute

the

authority

and

responsibility among different people. Once these decisions are taken an

organizational structure gets set up.
When analyzing the Dolphin structure author recognized that all main
departments lead by professionals with experience.
Organizational Structure

A.N. Esufally
Chairman

D.T.R.De Silva
Non-Executive
Director

A.R.
Gamage
(Mrs)
Indepdende
nt Director

B.S.M. De
Silva

W.M.De F.
Arsakularatne

Independent
Director

Non-Executive
Director

Indresh Puvimanasinghe
Fernando
Director Finance

Sanjiv Wijayasinghe
Director Human Resources

Sanjika Perera
Director Business Development
&
Projects

Suranjith De Fonseka
Director Sales and Marketing

2.1.3 Leading
Leading or directing employees towards the company goals is another
main element in management. Managers act as leaders and guide them to right
direction, so directing function includes, supervising, motivating, communicating
and leadership.
Dolphin hotels has already focused on above mention aspects, such as

Scholarship programs for the children of their staff

Company has organized numerous annual events such as family get-

togethers, annual parties, and sports events.

Company provides high level of Staff accommodation.
Providing international training to the staff

2.1.4 Controlling
Controlling is the last function of management. In this function managers try to
match the actual performance with the planned performance and if there is no
match between both then managers try to find out the reasons of deviation and
suggest corrective measures to come on the path of plan. Controlling functions
refer to all the performance measurements and follow up actions that keep the
actual performance on the path of plan.
Dolphin hotels PLC, has taken several actions in order to succeed in this function
and author has considers few of them during the assignment
7

Formulating, implementing and monitoring overall business policy and

strategy.
Ensuring effective systems to secure integrity of information, internal

controls and risk management.

Ensuring compliance with relevant laws, statutes and regulations.
Ensuring all stakeholder interests are considered in corporate decisions.
Promoting open and proper communication between the Company and its

stakeholders.
Internal Control and Risk Management policies in placed to mitigate the
internal and external risks according to ISO 31000 Risk Management

Framework.
Conducting Quarterly one to one to improve the quality of the staff

3.0 SWOT analysis of Dolphin Hotels Plc

3.1 Strengths

Worlds travelling trends increasing annually

As a hotel, based in capital city and sea side as well as country side
Hotel has a skilled and experience staff
Good brand name across the country
Attractive places and comfortable whether condition

3.2 Weaknesses

Sales will be increased only in one particular period of a year

Higher intervention of government
Lower level of security facilities
Hotel not located historical cities where most tourist are attracted to
8

Language barriers

3.4Opportunities

Can look in to opening new hotels in country side in historical cities

Rapid growth in world tourism industry.
Large market in Asia such as China & India has increased the travelling.
Deprecation in rupee value

3.5 Threats

New hotels opening with latest facilities around, by looking at the trend in

tourism
Skilled and trained staff will move across the competitors.
Technology development
High competition of other hotel chains

4.0 Environmental Analysis

World travel and tourism is a key element when analyzing the company
environment. According to the recent reports World travel and tourism grown
2014 and its a increase in 4% in international trips. Emerging markets like China
and Russia continued to deliver the highest growth rates, with China posting a
26% rise in outbound trips in 2013 followed by Russia with a 12% increase in just
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the first 8 months of last year. Also there is drastic change In terms of booking
channels; the web took a dominant position with a 10% increase in bookings
making the total web bookings, 65% in 2013, while travel agencies maintained a
market share of 24%. Mobile bookings are also on the rise continuing the trend
from previous years. Social media platforms like Facebook, Twitter, Instagram
and Youtube are more powerful than ever before as people share views,
exchange ideas and seek reviews and feedback on destinations, facilities,
attractions and more.

In order to face the future requirements, company work with the government
sector ((NAITA) National Apprentice and industrial Training Authority) to prepare
with, skilled employees.

All three hotels located in

an area which has

Geographic value as most tourist attracted to Sri Lankan beaches and historical
places like Sigiriya.
Dolphin hotels have great emphasis on the importance of sustainability
development

and

being

responsible

corporate

citizen.

They

conduct

stakeholder surveys and in depth interviews which resulted in the development

of a sustainable business framework. Club hotel dolphin strongly

believes in the
10

development of human capital, as we recognize the fact that our people are the
key to our success. The hotel makes every endeavor to support the community
in which it operates as it considers it as part of its family. Therefore company
conduct many community servicing actives as conducting monthly English
classes at kamala south community center, conducting cleanup of the
Bolawaththa church, preventative maintenance at the Dummaladeniya temple
Wennapuwa, Club hotel dolphin also hosted a group of 40 differently abled
children from Hambantota for a day outing. The hotel has adopted the 3R
method of Reduce-Reuse-Recycle. This method covers both energy and water
management and our comprehensive environment management system. All
above fact make us clear that company has covered all the areas such as social,
politics, people, environment, economy, geography and many more and they
well aware about its external and internal environment.

5.0 Managerial Issues

All business around the world day faces managerial issues and author has
identified few issues in dolphin hotels plc as well. Author will focus on most
important issues for the convenient of the reader.

Perception of tourism not in a positive level in Sri Lanka yet, hence unable

to attract young skilled educated employees to the industry

Skilled and trained staff will move across the competitors
Even the top management is well professional and experienced in the
industry junior management is lacking with people handling skills.

6.0 Recommendations for improvement

Company should implement new approach to attract younger crowed by
engaging with hotel school and other educational sectors of tourism such as

Participating for job fairs

Conduct the awareness sessions around the locations where the hotels
located

Provide attractive facilities to the staff in order to retain the skilled staff with the
organization

Developing staff facility

Insurance cover to the staff and the family
11

Training programs to improve staff knowledge

Company should focus on recruiting experience people for the people

management process as they are the contact point for the bottom level.

7.0 Conclusion
To complete the assignment author has used Dolphin PLC website, companys
strengths, weaknesses, opportunities and threats to the company as well. When
looking at the strengths company already in a good position in the industry of Sri
Lankan tourism. Also company has few weaknesses such as sales will be
increased only in one particular period of a year. Author also identified good
opportunities where company can use it for the growth and also identified
threats where they can be ready for future issues. Most importantly author has
figured managerial issues in the company and was able to provide possible
improvement with the knowledge gained from reference such as lecture notes,
web related to Sri Lankan tourism, and press releases.

8.0 References

Management Principles and applications - R.W.Griffin

Essential of Organizational Behavior Stephen P Robbins
The future of Management - Gary Hamel
Management concepts and applications
https://en.wikibooks.org/wiki/Management_Concepts_and_Applications/Managem
ent
http://www.serendibleisure.com/clubhoteldolphin/

9.0 Appendix

12