HAT303 : Accommodation Management

Running head: ENHANCING CUSTOMER SERVICE WITH NEW TECHNOLOGIES
Enhancing customer service with new technologies
Name of the student
Name of the University
Author note

1ENHANCING CUSTOMER SERVICE WITH NEW TECHNOLOGIES
Table of Contents
Task 1:........................................................................................................................................2
Mobility:.................................................................................................................................2
Automation:............................................................................................................................2
On time and online:................................................................................................................3
Mobile learning:.....................................................................................................................3
Task 2:........................................................................................................................................4
Families:.................................................................................................................................4
Leisure guests:........................................................................................................................5
Corporate clients:...................................................................................................................5
International tourists:.............................................................................................................6
Reference:..................................................................................................................................7

2ENHANCING CUSTOMER SERVICE WITH NEW TECHNOLOGIES
Task 1:
McuQuarrie is one of the landmark mid-sized hotels in Sydney, which has been
renowned for their exquisite, loyal and world-class customer service. With the experience of
20 years in hospitality service, McuQuarrie is a brand itself and acknowledged as the
benchmark in its segment. Being their consultant, important upgrades that we recommend for
McuQuarrie’s to enhance their customer service, profitability are mentioned below.
Mobility:
Staffs now do not need to stand behind the desk all the day; they need to address all
the requirement of the visitor, which sometime is tough (Torres and Kline 2013). Thus,
mobility is the primary requirement for the Mcuquarrie to develop itself into a better place to
live for the guests. To keep up pace with the emerging technologies, Mcuquarrie need to
provide mobile devices to their staff, which will allow them provide better service. With the
features like real-time tracking of the guest’s requirement, it would be helpful for the hotel
staffs to move around the property freely and serve the customer with desired service. This
feature is in use in many luxury hotels, but to add some more innovation, we suggest that
Mcuquarrie need to provide mobile devices to all the staffs and guests for better
communication.
Automation:
Automation is the need of the 21st century and every workplace is adopting it
wholeheartedly (Grifin et al. 2014). For hospitality service, automation has proved to be as a
boon owing to its wide range of application and swift services. Using the automation hotels
can introduce mobile delivery services like newspaper delivery, food delivery to the guests in
their rooms, without even calling the service person of the floor (Ivanov, Webster and
Berezina 2017). If Mcuquarrie implies this modern technique, then it will bring in clarity in

3ENHANCING CUSTOMER SERVICE WITH NEW TECHNOLOGIES
their service, and decreased number of demand for the employees, will lead to fall in
recruitment, ultimately leading to fall in operation cost. Moreover, better service with
automation will attract more visitors, leading to rise in profitability of the Mcuquarrie.
On time and online:
Service time is one of the important factors that highly affect the reputation of a hotel
(Raucha et al. 2015). Thus, we recommend Mcuquarrie that; they should use modern
techniques to reduce the service time. For instance, automation is a good idea and besides this
new technology like online service with customization, facilities can help the Mcuquarrie
greatly to enhance its performance. Making a solid online presence nowadays have become
the most important factors that can alter the success of any brand (Wang et al. 2015). When it
comes to hospitality industry, then online presence is highly required to reach new potential
customers. Moreover, using the online platform, visitors can customize their room and it will
attract more number of new hirer for the Mcquarrie.
Mobile learning:
Enhancing the customer service is utmost importance for the growth of a hotel, but
without skilled labors, it cannot be done (Solnet et al. 2016). Thus, McQuarrie is required to
take necessary steps that will enhance the skill of its employees as well as help the hotel to
earn more. Another important aspect is the language difference between the hotel employees
and the visitor (Schuckert, Liu and Law 2015). If McQuarrie can introduce mobile learning
mechanism, which will allow the employees to train themsels in different languages, then it
will take the brand to the new highs.
Hospitality service is a field, where service is the king and whether a hotel will be
able to expand its business or it will collapse, it depends upon the value of the service (Mok,
Sparks and Kadampully 2013). Innovative technologies and professional realties are the

4ENHANCING CUSTOMER SERVICE WITH NEW TECHNOLOGIES
things that will help a hotel like McuQuarrie to provide an unforgettable experience to the
guests. The above-mentioned technologies and innovative ideas that we have mentioned
above, will certainly help our esteemed client, McuQuarrie to grow and prosper in it business.
Task 2:
McuQuarrie is one of the popular mid-sized hotels in Australia and if it wants to
become the top most luxuries hotel, in the country, then it has to provide differentiated
service to its different customers. Depending upon the various factors, like size of the family,
requirement, willingness to expense, there are various categories of customers. Each of them
require different level of attention and service from the hotel. Being the consultant of
McuQuarrie, different kinds of services that the hotel need to provide to their customers, are
mentioned below:
Families:
McuQuarrie is in Sydney and the number of domestic tourist is high here. According
to figure 1, domestic tourism has been rising by 1% annual change in the year 2013 to 2014
(Australian Bureau of Statistics 2014). Thus, there is a big scope in front of McuQuarrie to
enjoy higher market share than the prevailing rate. Being the consultant of McuQuarrie, we
would like to suggest the hotel to introduce package deal, which will incorporate all the
services, generally required for a family. There might be infants, children and exhausted
parents, and if the hotel can provide them infant care, children play zone, then it will give
McuQuarrie competitive advatange over its rivals.

5ENHANCING CUSTOMER SERVICE WITH NEW TECHNOLOGIES
Figure 1: Percentage rise of tourists in Australia
Source: (Australian Bureau of Statistics 2014)
Leisure guests:
Leisure guests are not scheduled and frequent customers of a hotel. However,
McuQuarrie can turn them into their loyal customers by introducing special treatment for
them. For instance, it would be good idea to provide them ground floor accommodation and
offer coupons of price discount, when next time they visit the McuQuarrie. This way,
McuQuarrie not only can make them loyal customer but also expand its brand value.
Corporate clients:
Corporate clients are the most dreaded customer for every hotel. With their nose
turned up and arms crossed, they are always ready to find the loopholes into the system to
complaint about. Thus, McuQuarrie need to take care of all arrangements of the corporate
clients. Provide the corporate clients newspaper, food and service at time, and it would take
no time for McuQuarrie, to touch the sky with success.

6ENHANCING CUSTOMER SERVICE WITH NEW TECHNOLOGIES
International tourists:
According to the figure 1, it can clearly be seen that number of international tourists
in Australia is increasing at an 8% annual rate (Australian Bureau of Statistics 2014). Thus, if
McuQuarrie wants to become successful in international level, then it has to put more effort
on the customer service of international tourists. McuQuarrie has to provide undivided
attention to these international tourists, bring in add-on features like customization option of
rooms, pickup, and drop service from airport to the hotel and vis-à-vis. Another good thing
that McuQuarrie can use is translation tool, which will help the employee of the hotel to
understand the language of the visitors and direct them accordingly.
McuQuarrie is certainly one of the best hotels in Australia but if it wants to hold its
charm and remain counted as benchmark among the entire mid-sized hotel category, then it
needs to keep itself aligned with the latest technologies. We, as a consultant of the
McuQuarrie, suggest that the hotel need to introduce latest techniques as mentioned above to
attract more customers and try the differentiated services to earn more profit.

7ENHANCING CUSTOMER SERVICE WITH NEW TECHNOLOGIES
Reference:
Australian Bureau of Statistics. (2014). Australian National Accounts: Tourism Satellite
Account, 2013-14. Canberra: ABS.
Griffin, P., Care, E., Vista, A. and Scoular, C., 2014. Using Innovative Measurement Tools
Based On Big Data Analytics To Assess Collaborative Problem-Solving Skills And Improve
Teaching Strategies In Essential Skills For 21st Century Education. In Edulearn14
Proceedings (Pp. 6364-6375). Iated.
Ivanov, S.H., Webster, C. and Berezina, K., 2017. Adoption of robots and service automation
by tourism and hospitality companies.
Mok, C., Sparks, B. and Kadampully, J., 2013. Service quality management in hospitality,
tourism, and leisure. Routledge.
N. Torres, E. and Kline, S., 2013. From customer satisfaction to customer delight: Creating a
new standard of service for the hotel industry. International Journal of Contemporary
Hospitality Management, 25(5), pp.642-659.
Rauch, D.A., Collins, M.D., Nale, R.D. and Barr, P.B., 2015. Measuring service quality in
mid-scale hotels. International Journal of Contemporary Hospitality Management, 27(1),
pp.87-106.
Schuckert, M., Liu, X. and Law, R., 2015. A segmentation of online reviews by language
groups: How English and non-English speakers rate hotels differently. International Journal
of Hospitality Management, 48, pp.143-149.

8ENHANCING CUSTOMER SERVICE WITH NEW TECHNOLOGIES
Solnet, D., Baum, T., Robinson, R.N. and Lockstone-Binney, L., 2016. What about the
workers? Roles and skills for employees in hotels of the future. Journal of Vacation
Marketing, 22(3), pp.212-226.
Wang, L., Law, R., Guillet, B.D., Hung, K. and Fong, D.K.C., 2015. Impact of hotel website
quality on online booking intentions: eTrust as a mediator. International Journal of
Hospitality Management, 47, pp.108-115.