Is the hotel’s operations management appropriate for its strategy? The major function of the operations manager is to direct and control the production activities in the organization with the aim of ensuring that the final product is of high quality that meets the needs of the customers. In the case of the service industry, the operations manager ensures that the services given to customers are satisfactory and of high quality. The operations in an organization should be designed in such a way that they agree with the competitive strategy of the firm. It should be noted that the operations strategy is very essential in giving an organization a competitive advantage. The operations functions have five performance objectives. These include doing things the right way to achieve quality, acting fast to get the speed advantage, ensuring timely action to embrace dependability, being able to change to get flexibility advantage, and keeping expenses as low as possible to gain the cost advantage ( Slack , Johnston, and Chambers 35 ). In the case of Penang Mutiara, the operations manager is always committed to ensuring that the hotel offers the best services to maximize customer satisfaction. The manager is always committed to seeing that the customers get first class services. One of the operational activities that operations managers are expected to carry out is ensuring that all the organization’s employees embrace courtesy in carrying out their duties. The workers should be friendly to the guests who visit the hotel at any time. In addition, the employees need relevant knowledge to help them effectively address any question a customer may raise. The hotel operations are geared towards offering a luxurious environment to the customers. The operations are focused on ensuring that the customers get high-class services. Fast responses to the customers’ requests are considered vital in this bid. The operations manager, therefore, ensures that the customers’ demands are anticipated in time, so that they can engage more staff in the event that the demand overloads the current staff in the given department. Anticipating the customer needs also helps the organization to offer satisfactory services at the moment and in the future. The strategy of the organization is to offer high-quality services, get a great number of customers, and keep the costs down to maintain its profitability at a desirable level. Providing high-quality customer service is seen as the major competitive strategy for the company. It supersedes the strategy of pricing the hotel’s services. The operations management supports this strategy in that all the operations activities are focused on maintaining high-quality services that can meet all the needs of the customers. Can the hotel implement changes in strategy? Change is inevitable, especially in the current business environment. Any organization that has an ambition of staying alive given the current level of competition in any industry has to stay alert and implement changes as they occur in the business arena ( Slack, Johnston, and Chambers 56 ). It is always important to be flexible, regardless of whether an organization is performing well, as the business environment is changing rapidly. People’s lifestyles are also changing with time, encouraging firms to keep changing to meet the changing needs of consumers. The current strategy of Penang Mutiara has proven to be effective as it has given the hotel a co