The Pullman Hotel was indirectly inspired by George Pullman, as the man was the founder of Pullman Company. Pullman hotel is an upscale international hotel that owned by the great Accor hotels. The span of the company is remarkable and that is the major influencing factor for their executives, employee and shareholders. There are 117 hotels and resorts in more than 30 countries including Latin America, Middle-East, Asia Pacific, Africa and Europe. The main concern of their business is to deliver the ultimate satisfaction to their customers. The artistic, culinary and new work experienced motto has come from their organization head and that stated: "Work hard, play hard" (Pullmanhotels.com,2018). The new staff uniforms and newly designed interior and logo all these had come in this mentioned year. The change is needed for the sustainable development of the market. In this globalized market in New Zealand is hotel rooms used at night is higher than any other countries in the world. 56% hotels are forecasting their on-demand night rooms in New Zealand in 2015, so it is quite visible in such case that hotel market in New Zealand is competitive and that is the reason a legitimate sense of management is needed for the development of hotel business in this nation (Pullmanhotels.com, 2018).
The aim of the research
The aim of the research is to analyze the market position of Pullman and maintain the operational facilities in a sustainable manner. The issues of internal and external environment are also important in that section. The technological changes used by the hotel can enhance the position in perceptual mapping and provide greater chances in business acceleration. The scope of the research is to evaluate hospitality management process of Pullman hotel and to deliver the accelerative way of business that can stand out in this competitive business market.
The scope of the research is to determine the positives of the hotel so that energy efficiency, environmental compliance and customer satisfaction issue is the concern aspects of that report. In case of guest rooms and premium service alliances, customers are paying the extra penny for that and that is the reason extra amenities are required in this case. The entire study focuses on this aspect and that is the reason families and friends willing to go the Pullman hotel.
The rooms are the highlighting aspects of this hotel and due to that reason most of the families and friends groups love to use the hotel. There is a segmentation of rooms like Superior King, Superior Twin, Executive King, One Bedroom and Superior spa rooms are available in the hotel. The features of the rooms are quite attractive and provide enough leisure spaces for customers (Walker & Walker, 2016). The introduction of Radio, Sky TV, In-house video, Pay-movie system are the important aspect of the hotel and that is the reason rooms are high in price and deliver ultimate satisfaction to customers. The guests stay connected with Wi-Fi and high-speed internet process, voicemail, International direct dial telephones as well. These are the aspect that enhances the development of product quality and ensures customer satisfaction as well. In-room safety is there in deposit boxes and the rooms have security pipe hole also. There is a smoke alarm is also available for gaining attention and these aspects are used for the safety and security matter of the hotel and ensure the comfort of guests. Interconnecting specifications of rooms are the attracting feature of the hotel and that differentiate the hotel from others (Wang, Tsai & Tsai, 2014).
In case of maintaining a good health, gym association is important for the hotel. The basic facility made by the hotel is inspiring and ensuring guest satisfaction and that is the reason systematic gym structure is important. In the fit lounge for guest, complete sun terrace is there for having clean outdoor air flow, LCD TV's attached to the gym to enjoy gym related training and programs. Cardio equipment, free weights and boxing gears for guests are fitness amenities that increase some points of this hotel.
For the reconnection of an inner source to the mentality, Spa is one of the best relaxing aspects of business and that is the reason different segmentations of the spa is available. Day Spa, Voya at The Pullman Spa all these sections are important for the customer engagement. The steam room, spa rooms, cool down showers, sauna, spa pool are the options that stretched major business changes that provide some extra benefit for the hotel (Tajeddini&Trueman, 2012).
The option of swimming pool is also there. Guest can take their sunbath on that. The outside area of the pool is designed with rich marbles and blue light made an illusion in that case. The major perspective of the swimming pool is to relax the body and mental standard of guest and they enjoyed a lot of time in the pool also.
Public areas of Pullman hotel
The taste of Auckland people has been delivered by Pullman hotel over the years and that is the main issue that relishes the taste buds of customers and guests. Breakfast, lunch, dinner and buffet services are available there and all kind of international food has been served by the hotel (Testa&Sipe, 2012). The entire section of restaurants is full of tapestry artwork and unique production of international flavors and techniques are attached with the section and that is also considered as the major aspect of restaurant section. The restaurant section is quite popular as the traditional touch is there with the essence of international flavor. Innovative technologies are used in this restaurant and for engaging more customers and guests.
The restroom is one of the important places in the hotel and that is the reason best in quality restrooms is needed from the hotel. Clean furniture and some other innovative and friendly systems are there for customers. The rooms are having free toiletries and comfort place for guest. Use of bathtubs, ceramic use of infrastructure or the glass finish and channel in cool water is the major highlighted factor for the restrooms.
Parking is another aspect that changes the hotel authenticity and provides a systematic out shell of the hotel. In case of Pullman Hotel in Auckland, customer parking area has been segmented into four parts by the hotel authorities. Well-lit parking, Valet parking, Bus and coach parking, and Private indoor parking are the four section of parking (Kang et al., 2012). Some sections need money for the parking and that is the reason parking has been segmented as per the priorities of the people. In case of private indoor parking paying system is there and guests have to pay money for that. In case of valet parking guests have to pay for their car as well. The number of spaces for car is 290 and it is a huge number in terms of hotel parking.
Bar is an inseparable aspect of hotel and in case of Pullman Auckland. The bars are considered as Omni bar and the international flavor and techniques are highlighted in that bar. Omni bar is the best place to drink after work, midday meal or weekend treat.
Meeting and events
There are some important meetings organized by the Pullman hotel of Auckland. There are some meeting and conference rooms for the establishment of certain long and short-term meetings. Approximately 15 rooms are decided for the meeting and discussion and these rooms are furnished in a systematic way. The dimension of the rooms is 827 m square and maximum capacity of 1000 guests will be there in the room (De Grosbois, 2012). The maximum capacity of the banquet is 650 guests and high class furniture and good environment is persisted in that room.
In case of suite rooms natural light has come in the room and that is the reason most of the open door concepts are sunbeam has come through the window. The rooms have king size beds with good sights from the window and have complimentary internet access too. The spa services are free and luxurious health club also waiting for the guest. In some rooms home theaters are available and in each room 32 inch LED TV is present (Bharwani&Jauhari, 2013). There is a facility of tea or coffee making and customers can make their own time. The rooms are air-conditioned and very good environment is persisted in the hotel.
The reception area in front of the hotel is important as well and customers can inquire about the aspect from the executives in reception. The reception area is open for 24 hours in all days. To deliver the right information to customers and guests and share all necessary information and regulation about the hotel before taking any service from hotel, is the main job of the reception executives. High quality service providence with command in different languages is the key factor for reception executives.
Internal factors of the hotel
The internal analysis of Pullman hotel is
Ø The strong management of Pullman hotel is the key strength of the hotel.
Ø The innovative culture is also considered strength of the hotel and through the innovativeness, cultural development is accessed(Kandampully Zhang &Bilgihan, 2015).
Ø The supply chain of the hotel is the key issue and as they have business in more than 30 countries so it is important to have the effective supply chain.
Ø The scale of economy is the key concern of business and that is the reason economic development aspects are maintained by them.
Ø Customer loyalty is the main concern to engage customers and maintain a good relationship with them.
Ø Technological development is considered as strengths as the process makes a development path of progress and delivers competitive advantages for the organization(Pereira-Moliner et al., 2012).
Ø The brand name is the key concern of business. Just because of this name most of the customer wants to have their services.
Ø The major weakness of the hotel is the location. There are some situations when the hotel is not reachable for customers due to the interior location.
Ø Training and development process of the hotel is not good and that can be considered as one of the weaknesses of the hotel.
Ø The time management of the hotel is not good. Employees deliver guest order long after the order has been placed(Rodríguez-Antón et al., 2012). The process needs to be changed and effective way to quick business arrangement needs to be done.
Ø Customer retention policy is not good and that is the reason existing customers are not retained by the organization.
Ø Online marketing is the key opportunity of the Pullman hotel. They need to enhance their business through online marketing and promotion.
Ø Innovation and change in management is another opportunity that organization can attain the effective use of their process implementation(AlBattat&Som, 2013).
Ø New services by Pullman are the key concern of business and through the services, more customers can be engaged.
Ø In this globalized market, emerging business chances are quite high in the order and that is the reason competition is high and huge in case of Pullman hotel.
Ø The international expansion is another key issue and it can be considered a business opportunity as well.
Ø To maintain all the countries in stakes of the economy is very crucial and due to that reason, economic improvisation and strategic thinking are needed.
Ø The government registration process another key aspect and that is the reason some of the legislative processes is important for the organization
Ø Political risk is there and that will be another concern for the company(Gin Choi, Kwon & Kim, 2013).
Ø Pullman needs to take some substitute products in case of existing product drop down the case. New products have to take the position for those earlier products and that can be considered as threats.
Government intervention and legislation for hospitality sectors
New Zealand is one of the most stable countries in the aspect of political manner. The democracy of the country is important the parliamentary democracy that adopted from the British government. Hospitality, communication and level of political understandingare very good in this nation and that is the reasonable value of the business is delivered by the Kiwis government. In 2015, the number of people working in the hospitality sector is 108,000 (Sisson & Adams, 2013). So, this is kind of job opportunity that highlighted by the government and political aspects always support the situation as well. In Global Peace Index 2017, New Zealand is considered as the safest country to the establishment of business. World Justice Project 2017 for the Rule of Law Index adhere the laws and regulation of the nation for the development of the organization and that is way most stable government has created. Police and judiciary system is also good and that deliver the trustworthiness for the functional changes in business and that supports come from the political side of New Zealand. “Hotel Association of New Zealand Act 1969” provides some of the rules for the hotels in New Zealand and this set preformat helps other companies to know the limitation of the business. An On-license, off-license and a manager’s certificate are required for the sale and supply of alcohol in New Zealand (Pechlaner&Volgger, 2012). Government is quite strict about the legislative process and that is the key concern of alcohol use is a problem matter for the hotels.
- Spatial planning
The floor possessed enough space in the hotel that can accumulate more than 500 people and that is the concern aspect for business as well. The space is quite enough for grand party and meetings. The effective changes that Pullman has made are the improvement of the space. The issues of spatial allotment are there in the hotel and that encourage people to live their leisure freely.
Health and Safety
The health and safety issue are maintained in proper way. The alarming system is main safety measure that controlled through the administrative office and that is the reason guests feel safe in this hotel. All the material used for food, maintained hygiene and restrooms, kitchen all these places are important and the places also maintain the same hygiene level as well. In case of health management, use of good mineral water or the use of good sanitary process strengthen the process.
The major quality of the hotel is management and hospitality of guests. Most of the guests are admiring the process also. The situation is important enough for the development of business and people will love the atmosphere and hotel environment. The guests will enjoy all the qualities like internal and external facility that hotel provides for the customer engagement.
The spatial section is important as well as most valid options for the organization as in a hospitality section it is important to have more space that guests can feel the leisure. The positive aspect of the spatial factor is the accommodation of huge people under one roof and the reason behind this is one of the popular hotels in Auckland. The negative aspect of spatial process is the infrastructure and technological influences need to be specific in that case so that effectiveness of space will be more approachable to guests.
The issues of health and safety are important in the organization and the safety measures have taken by the organization is important for the guest health and safety issues. The health and safety process implemented in the hotel is one of the finest sections in New Zealand. The appropriateness or the promptness in business in the crucial time and health and safety tools are not up to dated and needs to be new and effective to mitigate the process.
The quality of the hotel is important and the positive aspect of hotel quality is the accumulation of people as upper middle class or middle class people can use the hotel and that is the concern aspect of hotel to maintain the quality. If promotional angle would add after that, it will be a huge aspect for the organization as well.
Therefore, it can be concluded that Pullman Hotel of Auckland has some major issues and through the business effective process can be formulated. All the amenities are revised so as the room services and management processes are designed in a proper way. The change in positional approaches of hospitality sector helps by the ministry of New Zealand. In this paper, all guests facilities shave been discussedand through the effective changes made by the hotel better business expansion a globalized business procedure can highlight.
- The location of the hotel needs to be in front of main centre in the city so that people can find the hotel very easily.
- The level of promotion is not enough. Video review of real person will be helpful in that section and that is the concern aspect that most of the promotional tools need to be used by the organization.
- The marketing strategy as well as important places in the hotel needs to have better technological assessment and that is the reason most of the places are big but not technologically strong. The effectiveness of technological enhancement is needed in that case.
- The health and safety matters are the major concern for the organization and that reason behind effective health and safety process is to accumulate more guests freely.
- The administrative management needs to be proactive enough to handle an kind of adverse situation faced by the organization and that evaluated in the annual work report of the hotel.
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