Transcript Mr. Coakley BTEC Business

By Rya Blackwell
Human
Resources
Finance
Administration
& I.T support
Marketing
And Sales
Business
Operations
Customer
service
Research
Development
Health And
Safety
Recruitment,
retention and
dismissal
The Main
Responsibilities
Of The Human
Resources
Function
Employee
Organisations
And Unions
Working
Conditions
Training
development
and
promotion
Human Resources
The main responsibilities of the human resource function - Recruitment – H.R at Thorpe park are in charge of recruiting and selecting people
who will then be employed to work at Thorpe park. hiring people to work for you
- Dismissal – H.R at Thorpe park an in charge of firing people because they cant
afford to pay them known as dismissal.
- Training – at Thorpe park they might train there staff to be able to stop and start
the rides at the right times.
- Development – Thorpe park can help there staff get better at customer service.
- Promotion- Thorpe park can promote there staff by making someone that only
stops and starts the rides the rides manager.
- Unions- Thorpe park can use this to make sure there staff are safe while working on
rides.
- Checking Health and safety and keeping accidents recorded Thorpe park can do
this by making sure all rides are working properly and by making sure all seatbelts
are closed properly.
- Receiving and recording all job applications, arranging interviews and notifying
candidates of the result Thorpe park can do this by making sure there staff are
ready to work and able to deal with the responsibility of working on a ride.
Finance
- The finance department pays wages for
salaries.
- They prepare accounts
balance sheets:
.liabilities / assets
.owes / owns
.profit and loss account
- Cash flow statement.
Finance
- Rachel Lord to the reporting team; where she analyse the cost of the
business alongside Charlene Essex, who reports on how many guests have
come into the park and how much they spent in comparison in the budget.
- Finance Director Kellie Perciy-Quinnell is responsible for the strategic
financial direction of both THORPE PARK and Chessington World of
Adventures & Zoo. Reporting to her is Russell Spurges, who organises the
Finance team’s.
- We have managed to acquire an excellent discount for personal travel for
THORPE PARK employees from Virgin Atlantic Airways, provided you
book through Portman Travel.
- Throughout August we will be running fun energetic workshops that will
help participants to deliver excellent guest services across THORPE PARK.
Your Line Managers will be booking you onto the workshops over the next
few week.
Customer Service.
• Warm Welcome – The key to a successful Merlin entertainments group attraction.
This Connects to…
• first impressions – Are lasting and our visitors will remember the impression you
give
• Stars of the show – You are part of the show, look the part to meet our visitors.
• Appearances count – you are on show look the part to meet our visitors.
• Excuse me? – know the park and be ready to answer questions.
• Fun, fun, fun – you are in the entertainment business, show you enjoy your work.
• Be prepared – for unexpected emergencies and know how to handle any situation.
• Positive thinking – take initiative, make suggestions to make your attraction even
better.
• Litter – is everyone's problem, so take pride in your site.
• Winning team – Work together and use your talents to the best.
Marketing
Marketing Is Based On The Four P’s .
- Product
- Price
- Place
- Promotion
The Four P’s
Product
-You have to have a brand for example saw & stealth.
-Thorpe Park are looking for thrill seekers .
-They want people to keep coming back.
-They want a good image.
Price
-Prices are based on the competition like Alton towers.
- They base the prices on the type of customer.
-They higher prices when the park is busy and lower it to
encourage more customers in school times.
- they give discounts and special offers too OAP’s large
groups and schools
Place
Thorpe Park is located on the outskirts of southwest London
close to junction 12 of the M25.
-Large workforce available.
-Large customer base.
-Good transport links (road, air and train).
-area to expand is needed
Promotion
- Advertising – TV, radio, posters newspapers.
-Direct marketing – Through the post over the phone.
- Public Relations – newspaper articles, TV
- personal selling – This is selling stuff face to face.
- Sales Promotion - money of vouchers.
.Discounts
.competition
.Pr promotions
.combination offers
Sales
Sales is crucial for ALL businesses. It is pointless having products and
services if no one will buy or use them. For this reason most
businesses have sales targets as one of their aims and objectives.
Meeting these aims and objectives is responsibility of the Staff or
sales team. The job and sales staff varies, depending on the industry.
Thorpe Park Sales Team will be in charge of the restaurants and
souvenirs shops, making sure there products and services sell. Most
customers will expect more help if they were going to buy something
more complex and expensive like a TV. Shops that sell these types of
goods need trained sales staff who are friendly knowledgeable and
can describe or demonstrate there products. Business buyers also
expect a high-quality service and in-depth advice and information.
They may want to buy highly complex and expensive industrial
equipment, in Thorpe Park’s case a new ride.
Research and development
This Function is concerned with new product developments as well
as improvements To existing products or product lines, In Thorpe
Parks case this would involve knowing about new rides like saw and
improvements to rides already made. Improvements are often made
as a result of customer feed back or market research. New products
may be developed as some of the Park visitors are getting bored of
the same rides, or just to expand the business. This type of research
is applied research it is focused on investigations into new
discoveries like the non stick pan. Thorpe park would work with
designers to develop a good enough product that will appeal to there
customers to be manufactured at a reasonable price. If Thorpe Park
wanted to build a new ride they would have to consider the sewage
and how they would get the electricity. they would also have to
consider price and how much land it would take up.
Administration and I.T support
Administration is a required function for all businesses. Thorpe park
administrations carry out a wide range of tasks which include
monitoring budgets and interviewing new staff. Routine Administrative
tasks include opening mail, preparing and filing documents, sending
emails and faxes. Others require more flexibility and creativity, such as
arranging travel or more important events from staff meetings to visits
from foreign customers. Poor or sloppy administration can be
disastrous for a companies reputation. Efficient administration means
that everything has to run smoothly, everything scheduled correctly and
the manager can concentrate on the task of running the business. Today
every business needs someone who understands I.T and what to do if
something goes wrong. This is very important because most of the
crucial business tasks are carried out on the computer. The importance
of some of this data means that one failure could be drastic.
Administration and I.T support
Most Businesses have a computer network, where
staff computers are linked through servers.
Maintaining the servers and adding additional
hardware like printers and scanners is all part of
I.T function. I.T staff in Thorpe park may also
be involved in the purchase or issue of computer
supplies, such as cabling and network cards and
consumables such as printer cartridges - To
ensure there compatible to the business.
Administration and I.T support
- How does Thorpe Park receive it’s mail? Who collects it and how is it
delivered to employees?
Thorpe Park receive there mail by letters, emails, and internet. the
administration and I.T support send emails to the employees. or they send
it by the pigeon hole system where all the employees get there mail.
- Why is it important that employees in ticket sales respond promptly to
questions / requests?
It's important that employees in ticket sales respond promptly to questions
/ requests because they want to give out good impressions to people.
- What arrangements does Thorpe Park make for visually impaired or
disabled visitors? What arrangements does it make for school groups?
Thorpe Park offer an easier way to get people with disabilities around the
park without them getting hurt. Also, Thorpe Park give school groups
discounts on prices and also set educational programmes.
- What does Thorpe Park do for visitors who get lost in the park? For at the
park (don’t have a lift home)? For visitors who get lost in Thorpe Park or do
not have a lift home, they will arrange a taxi for you but you will have to pay
Thorpe Park back sometime for the amount it cost for the taxi to get you
home.
Operations
Most online customers expect to be able to pay for goods they buy by
debt or credit card.(Like Thorpe Park sell tickets online). How ever
they also need to know that there personal details will be kept
confidential. To be certain that its all fine online payments need to
be:
- Private and confidential;
Between the buyer and the seller.
- Authentic;
Because both people are who they claim to be.
- Conveyed intact;
and without any charges or alterations during transmission.
- Erased;
From the system after the process has been completed.
- But Thorpe park don’t actually sell anything so they don’t typically
need the operation sector.