Case Study: Lilidays Centre
Introduction:
This report will contain key information, issues and recommendation, analysis that
will help Lilidays Centre to overcome the problems that they currently are facing, in
order to become more successful and to improve their profitability.
Lilidays Centre is a local business owned by Gordon Stewart, in Shirevale. The
business is in the tertiary sector - entertainment industry, offering services of booking
venues for concerts and shows. There are two halls (The Hive and The Burrow)
which can be hired by tour promoters for different types of shows from concerts to
family events or theatre performances like pantomimes. Lilidays Centre has clear
principles and values so it allows itself to reject booking the venues if the events are
not accordingly with its mission. The centre is known and famous among visitors,
offering a high level of customer satisfaction. Although, Lilidays Centre faces a
number of problems in terms of management type, making profit and employment
contracts, issues to which I will make recommendations.
Activity 1 – Functions of management and leadership
Lilidays Centre built a positive image among customers and visitors thanks to the
work of the staff and the Managing Director, Catherine Emile. The Managing Director
manages to be liked by her team members. She motivates her team, tries to help the
employers who need more guidance and delegates the tasks. In addition, she makes
sure that the events take place without any problems.
Also, the good reputation that Lilidays Centre has is due to the business culture.
Their mission is to become the main entertainment place from Shrevale, both for
local people, as well for tourists.
Lilidays Centre respects values such as:
Teamwork
Energising the staff
Champion diversity
High levels of customers’ satisfaction
Be family-friendly.
Lilidays Centre established the goals in order to be successful:
o Fulfilling the needs and the wishes of different types of audiences through
various entertainment events.
1
, o Excellent customer service in order that both the tour promoters who book the
venues and the visitors that attend the shows to be satisfied.
o Positive business culture with motivated and pleased employees.
o To obtain 5% net profit margin/year.
Due to the fact that Lilidays Centre has clear mission, values and goals, both
managers and employees know exactly what the company is aiming to achieve and
what they need to do in order to accomplish their objectives and to become more
successful.
Although Lilidays Centre is very appreciated by customers, in the last three
years, the company does not manage to obtain much net profit. In present, they are
facing Break-Even (Profit = Expenses) and the owner is afraid of reaching losses.
For this reason, he organised an emergency meeting in order to find solutions for
the financial issues Lilidays Centre is facing now. They have discovered three
factors:
Every year, there are the same kind of event that appeals the same
target audience that can be the reason for decreasing the customers’
attendance.
The Managing Director, Catherine Emile, is too busy with day-to-day
tasks, so the business has not a long-term strategy that will be
necessary in order to make profits and to achieve success.
The staff has not always enough tasks. They have full-time or part-time
contracts and some staff is hired (with fixed-term contracts) when there
are busy periods.
The decisions taken in the emergency meeting were the following:
Catherine will manage the staff shifts and the type of contracts needed in
order to have a flexible workforce.
Catherine will become Chief Executive Officer, having more leadership
responsibilities.
Alex James (the Customer Service Manager) will receive the Catherine’s
previous job (Managing Director), being responsible of the day-to-day tasks.
Some more recommendations for Lilidays Centre could be that they can check all
the expenses, maybe cut off some unessential costs. Also, they could increase the
price for booking the venues and accept more different types of events, expanding
their target audience. The Managing Director should elaborate a long-term strategy,
discussing with the tour promoters, trying to have a large range of the events. They
should have less staff with full-time and part-time contracts and work more with
employees who have zero-hours contracts.
2
Introduction:
This report will contain key information, issues and recommendation, analysis that
will help Lilidays Centre to overcome the problems that they currently are facing, in
order to become more successful and to improve their profitability.
Lilidays Centre is a local business owned by Gordon Stewart, in Shirevale. The
business is in the tertiary sector - entertainment industry, offering services of booking
venues for concerts and shows. There are two halls (The Hive and The Burrow)
which can be hired by tour promoters for different types of shows from concerts to
family events or theatre performances like pantomimes. Lilidays Centre has clear
principles and values so it allows itself to reject booking the venues if the events are
not accordingly with its mission. The centre is known and famous among visitors,
offering a high level of customer satisfaction. Although, Lilidays Centre faces a
number of problems in terms of management type, making profit and employment
contracts, issues to which I will make recommendations.
Activity 1 – Functions of management and leadership
Lilidays Centre built a positive image among customers and visitors thanks to the
work of the staff and the Managing Director, Catherine Emile. The Managing Director
manages to be liked by her team members. She motivates her team, tries to help the
employers who need more guidance and delegates the tasks. In addition, she makes
sure that the events take place without any problems.
Also, the good reputation that Lilidays Centre has is due to the business culture.
Their mission is to become the main entertainment place from Shrevale, both for
local people, as well for tourists.
Lilidays Centre respects values such as:
Teamwork
Energising the staff
Champion diversity
High levels of customers’ satisfaction
Be family-friendly.
Lilidays Centre established the goals in order to be successful:
o Fulfilling the needs and the wishes of different types of audiences through
various entertainment events.
1
, o Excellent customer service in order that both the tour promoters who book the
venues and the visitors that attend the shows to be satisfied.
o Positive business culture with motivated and pleased employees.
o To obtain 5% net profit margin/year.
Due to the fact that Lilidays Centre has clear mission, values and goals, both
managers and employees know exactly what the company is aiming to achieve and
what they need to do in order to accomplish their objectives and to become more
successful.
Although Lilidays Centre is very appreciated by customers, in the last three
years, the company does not manage to obtain much net profit. In present, they are
facing Break-Even (Profit = Expenses) and the owner is afraid of reaching losses.
For this reason, he organised an emergency meeting in order to find solutions for
the financial issues Lilidays Centre is facing now. They have discovered three
factors:
Every year, there are the same kind of event that appeals the same
target audience that can be the reason for decreasing the customers’
attendance.
The Managing Director, Catherine Emile, is too busy with day-to-day
tasks, so the business has not a long-term strategy that will be
necessary in order to make profits and to achieve success.
The staff has not always enough tasks. They have full-time or part-time
contracts and some staff is hired (with fixed-term contracts) when there
are busy periods.
The decisions taken in the emergency meeting were the following:
Catherine will manage the staff shifts and the type of contracts needed in
order to have a flexible workforce.
Catherine will become Chief Executive Officer, having more leadership
responsibilities.
Alex James (the Customer Service Manager) will receive the Catherine’s
previous job (Managing Director), being responsible of the day-to-day tasks.
Some more recommendations for Lilidays Centre could be that they can check all
the expenses, maybe cut off some unessential costs. Also, they could increase the
price for booking the venues and accept more different types of events, expanding
their target audience. The Managing Director should elaborate a long-term strategy,
discussing with the tour promoters, trying to have a large range of the events. They
should have less staff with full-time and part-time contracts and work more with
employees who have zero-hours contracts.
2
