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You and your organisation have been successful in gaining the consultancy for the McQuarrie hotel. Your task now is to examine a number of areas to help the new owners make a successful and profitable hotel.

Task 1: The new owner is excited about new and modern systems that are available within the industry and has requested you to highlight new systems that will enhance the customer’s experience, provide organisational efficiency from a staff and systems perspective and improve profitability.

Task 2: will be to evaluate a number of new customer sectors (e.g families, corporate clients, leisure guests, international tourists etc.) and identify what provisions within the accommodation facilities and services would need to be provided to each sector. 

New Systems in Hotel

Accommodation management is one of the basic needs for the domestic and international hotel as the increasing number of customer and their accommodation is the prime concern for the hotel (Hemsley et al. 2016). Hospitality sectors are relying on the satisfaction of customers thus quality and standard operations are always wanted from the hotels to sustain a good business market form modern competitive business arena. As the growth of tourism sector increases in Australia, the importance of hotels and all their related aspects also have a vital outlook for their sustainable condition.

In this report, Macquarie is one of the growing hotels in Sydney, and the hotel has 280 rooms. Thus a quality accommodation is needed to maintain the reputation of the hotel that they have earned in last 20 years (Macquarie-hotel.com.au 2017). A new management has formed and for that reason, some unique changes may come toenhance customer satisfaction and provide importance to all the proposed sectors in Macquarie.

Innovation in the Macquarie hotel needs to be implemented for the better engagement of customers and for that reason some unique changes need to come. The venue, location, demographic status of a hotel all these come under the accommodation part so management has to be concerned about the matter (Hemsley et al. 2016). On the other hand, innovations may come in the door locking system where the key is not needed to unlock the door. There is a password that has been set by the customer is the ultimate key to the door(Macquarie-hotel.com.au 2017). This is a kind of innovative thing that initiated by the hotel for the better security of the customer. No one can enter the room without the password and this is the reason all the materials and belongings are safe.

Another innovation like folding bed is one of the best examples of accommodation management (Ivanov and Ayas 2017). The bed in the room can be controlled by remote and if the customer wants some more space to hang out then a simple instruction from remote can fold the entire into a dice. A lot of free space created for that scenario and this is the reason the innovative ideas are important for the hotels to provide best service quality to their customers.  

Customers always have high expectations for hotels. Hotels also take a good amount of money, thus they need to deliver some unique innovations that engage more customer to their hotel. Macquarie has to implement these two innovations for their long-term process so that better customer interaction and relation can be maintained. Safety and security of the customers are the concern reasons for Macquarie as these are the necessary requirement that needed by the customer (Ivanov 2014). Crime prevention, waste disposal, Hygiene maintenance, stock control, room pricing, outsourcing and environment of the hotel, quality control and new innovation all these are the necessary applications of the hotel that need to at this level form where best and quality service can be delivered to the customers.

Customer Experience

For better customer experience, suggestions from customers are important and that somehow expressing the positive brand image of the hotel and what changes that need to be made for better customer experience is also highlighted by that process. Customer Relationship Management (CRM) team has been formed by the hotel management so that a good relationship by the communication can be formed with the customers (Flores 2014). By applying this process some more improving nature also evolved and that imposed on the up-gradation of hotel structure and formation in terms of providing satisfaction to the customers.

Customer sector and their evaluation is an impotent aspect for the hotel management team. CRM has also played a crucial role to differentiate each sector and their need from the hotel. The management has to analyze the fact each section has some particular requirement and hotel authority has to deliver those things to their satisfaction. For an instance, a family needs a big room where bed folding innovation may need for retaining more space. Children like to play or swim, so an attached playground and swimming pool is required for this section of customers. On the other hand, business meetings need a cool and calm place as some important discussion has taken place within the room (Ling et al. 2015). Thus the room must be sound proof so that no external sound can put inconvenience during the meeting. Business people love to take some drink and beverages so the hotel authority needs to understand their requirement and serve at their preferable time. In case of International tourist, their culture and habit is the first observation that hotel has to make. The origin of those international people is important as this is the only way to serve their food and culture(Macquarie-hotel.com.au 2017). The clients also become happy to see this if they find that their food and culture is being respected in another country's hotel. These all are the steps to engage more people in their hotel (Hemsley et al. 2016). In case of leisure people they love to make fun and come to the hotel to celebrate something, these are the leisure people who have come to enjoy the party and that all, so good amount of food, drinks, and a spacious floor is needed for that occasion. The hotel has to provide the accommodation for the better engagement of people (Nieves and Segarra-Ciprés 2015).

Evaluate Customer Sectors

Accommodation facilities are concerned about the rooms and the space that room has provided to the customers (Ingram 2013). There are superior rooms, deluxe rooms and executive rooms and all these rooms have different price rates. But the point is not limited to this term as not only rooms are covered in accommodation cases, there are other concern things like innovation, process, foods, lounge, park, garden, pool, cultural intention, gym, meeting room, study room, cinema space, restaurant all these are accumulating to make a definition of accommodation facilities that a customer wants a quality hotel (YANand Zhao 2017). There are some other facilities that also engage customer satisfaction like the library, information technology, theatrical production, party, art room and dark room all these are the concern factor that provides best customer satisfaction for the sustainable development of the Macquarie (Macquarie-hotel.com.au 2017). Accommodation is the concern idea that needs to be implemented by Macquarie for success application, if they want to gain more financial revenue then this is the most effective step that needs to be taken from Macquarie perspective (Akcinaroglu, Radziszewski and Diehl 2014).

Conclusion

Therefore it can be concluded that accommodation is the concern factor for the growing hotel industries like Macquarie. Sydney has some other hotels which have the capability to engage more customers at their shade, so Macquarie has to level up so that customers can engage with their innovations and technology and the hotel can earn some more revenue and sustain in this market. There are certain accommodation facilities that have discussed in this report to determine that, these are the best possible way involve more people and can earn a good position for the hotel.

References

Akcinaroglu, S., Radziszewski, E. and Diehl, P.F., 2014. The effects of rivalry on rivalry: Accommodation and the management of threats. Foreign Policy Analysis, 10(1), pp.81-100.

Flores, M., 2014. Optimization of hotel reception and accommodation service management for guests with disabilities. Review of Disability Studies: An International Journal, 2(2).

Hemsley, B., Dahm, M., Georgiou, A., Bryant, L., Balandin, S. and Hill, S., 2016. Health documentation in Idd supported accommodation: A conceptual review and proposed consumer informatics model for health information management. Journal of Intellectual Disability Research, 60(7), p.680.

Ingram, H., 2013. Accommodation Management: Perspectives for the International Hotel Industry. International Journal of Contemporary Hospitality Management.

Ivanov, S. and Ayas, Ç., 2017. Investigation of the revenue management practices of accommodation establishments in Turkey: An exploratory study. Tourism Management Perspectives, 22, pp.137-149.

Ivanov, S.H., 2014. Hotel revenue management: From theory to practice. Browser Download This Paper.

Ling, L., Dong, Y., Guo, X. and Liang, L., 2015. Availability management of hotel rooms under cooperation with online travel agencies. International Journal of Hospitality Management, 50, pp.145-152.

Macquarie-hotel.com.au 2017 Macquarie Hotel Retrieved from: https://www.macquarie-hotel.com.au/ [Accessed on 5th December 2017]

Nieves, J. and Segarra-Ciprés, M., 2015. Management innovation in the hotel industry. Tourism Management, 46, pp.51-58.

YAN, R. and Zhao, S.J., 2017. Influence of Value Co-creation on Emotional Attachment to P2P Accommodation.

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