This presentation provides an overview of the accommodation and lodging industry in Australia, including types of accommodations, regulations, management, quality issues, grading, and current trends. It also covers the Australian Consumer Law and Tourist Accommodation Regulations.
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Accommodation and Lodging Industry in Australia
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Introduction •Hospitality industry is broadly divided into lodging, food, transportation, event-planning, arranging conferences and other sectors (Bowieet al.2016). •It depends upon the disposable income and leisure time of people. •It is a billion dollar industry. •A unit of hotel or accommodation establishment comprises of different hierarchy like receptionists, kitchen worker, room service, cleaners, bartenders, facilities management, human resource, and etcetera.
Australian Consumer Law •TheCompetition and Consumer Act 2010lays down the Australian Consumer Law (ACL) protects consumers in Australia (Consumerlaw.gov.au 2018). •It lays down the guidelines for accommodation establishments for promoting and advertising their business. •According to the laws, businesses should work to meet the customer satisfaction : with necessary care and skill which are appropriate for the particular purpose within the reasonable time
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Tourist Accommodation Regulations TouristAccommodationRegulations,2007undertheTourist Accommodation Act 1984 lays down the rules and regulation for the lodging industry (Legislation.gov.au 2018).
Management of the lodging Accommodations •Lodging accommodations require a good number of skilled and unskilled workforce. Front desk or Receptionist Housekeeping Maintenance and engineering team Accounts team Security team Human resource management
Quality Issues and Grading •Service qualitymeans the quality ofserviceprovidedbythe accommodation establishment. •Qualitycheckslikecleanliness, foodquality,properroom service,staffcourtesy,interior décor,workingconditionof electricalandelectronic appliances, and etcetera needs to be looked after (Tsang, Lee and Qu 2015). •Grading refers to the rating given to lodging establishments based on the quality of the services and the facilities provided by them. •It depends upon on customer satisfaction as well. •There are over 100 grading system of hospitality industry worldwide. •Symbol like Star, diamond, Sun or letters denotes the rating (Pawlicz and Napierala 2017).
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Current trends •Online booking options are taking the travel and tourism industry by storm. People chooses internet websites for booking accommodations for their vacations rather than choosing the conventional way. •Facilities like free Wi-Fi, inclusive breakfast options, airport pick & drop, multi-cuisine dining options are trending in the accommodation sector. •People are choosing homestays and serviced apartments over hotels as they want to feel the comfort of a home even when vacationing.
References •Legislation.gov.au. (2018).Tourist Accommodation Regulations (NI). [online] Available at: https://www.legislation.gov.au/Details/C2015Q00331 [Accessed 3 Sep. 2018]. •Consumerlaw.gov.au. (2018).Legislation – Australian Consumer Law. [online] Available at: http://consumerlaw.gov.au/the-australian-consumer-law/legislation/[Accessed3Sep. 2018]. •Bowie, D., Buttle, F., Brookes, M. and Mariussen, A., 2016.Hospitality marketing. Routledge. •Tsang, N.K., Lee, L.Y.S. and Qu, H., 2015. Service quality research on China’s hospitality and tourism industry.International Journal of Contemporary Hospitality Management,27(3), pp.473-497. •Pawlicz, A. and Napierala, T., 2017. The determinants of hotel room rates: an analysis of the hotelindustryinWarsaw,Poland.InternationalJournalofContemporaryHospitality Management,29(1), pp.571-588.