Facilities Management in Hospitality Industries: A Case Study of Mantra Group

This study evaluates facilities management in the hospitality industry, with a focus on technology and sustainability, using Mantra Group as a case study. Critical success factors and the role of facility management in sustainable development are also discussed.

[HTL301]
[Managing Hotel & Resort Facilities]

TABLE OF CONTENTS
Introduction......................................................................................................................................3
Facilities management in hospitality industries...............................................................................3
About the company......................................................................................................................3
Current brand initiative................................................................................................................3
Critical factors in facilities management of hospitality industries..............................................5
Conclusion.......................................................................................................................................6
References........................................................................................................................................7

INTRODUCTION
Facility management integrates the activities of the company in such a manner which leads to the
efficient and effective operations of the company. The present study is related to the evaluation
of facilities management in the hospitality industries. This study also reveals that how the facility
management helps in the sustainable development of the organization. For analysis of the present
study the Mantra Group, an Australian based hospitality company has been considered. Further it
is focused on two major aspects i.e. technology and environment sustainability.
FACILITIES MANAGEMENT IN HOSPITALITY INDUSTRIES
Facility management refers to a framework which is guided towards the integration of the
physical structure of the workplace with the people and the activities of the organization (Fraser,
2014). With respect to the hotel industries, facility management enhance the significance of the
services provided by the organization along with it also increase the value of the asset in the built
accommodation. Moreover, the facility management contained with the several policies and
practices which ensures about the proper services, facility, comfort, protection, wellness,
effectiveness and efficiency with the help of technology, planning, place and people (Radojevic,
Stanisic, and Stanic, 2015).
About the company
The present study is related to the Mantra Group, which is the largest group in Australia.
Headquarter of the company is situated at Surfers Paradise, Australia. The group is engaged in
providing the hotel and resort facilities all over the world such as Indonesia, Hawaii and so on
(Company Overview of Mantra Group Limited, 2018). The group is consist of three main
segments named as Resorts, central revenue and distribution and CBD. The group provides
various services such as food services, Bar, offices, amusement facilities, reception area
management and many more. The portfolio of the company is very significant, which represents
that the company has almost 128 properties and around 21500 rooms.
Current brand initiative in terms of technology and sustainability
In the present era, there are some trends which are prevailing in the hotel industries and make the
impact on the hospitality industries to a great extent. The hotel's industries through the

implementing the new technology at the workplace can gain advantage from the other company.
Now a day, people are very comfortable using the mobile related Apps or the websites. The
Mantra Group Provides all the latest information with respect to the fare of the rooms, offers,
discounts, facilities and much information on its website. Further, the group also provides to the
very skilled attendant or the knowledgeable staff at the time of the professional meeting or the
business meeting organized at their location.
Further for the international tourist, the Group must take care of their culture and their
requirement. The company offers its services in many languages, which leads to the satisfaction
to the tourist.
The company also provide the mobile check-in facility and digital services since the connectivity
through platform and devices are rising very significantly. Further, the company also take care of
the health and safety of their guest in a very proper manner (Deery, and Jago, 2015). The
company provides the gym facility, pool, sports and spas at their premises in a very well manner
which also ensures the safety of the customers. Moreover, the tourist also expects from the
company in providing the innovation wellness choices, and they can take benefit according to
their requirement (Kim, Vogt, and Knutson, 2015).
Apart from above the sustainability practices by the company also play a very important role in
the hospitality industries. Sustainability refers to implementing the plans and policies of the
company in such a manner which leads to the economic development of the country. In other
words, it can say that activities of the company must be conducted by minimum use of the
natural resources so that harmful impact on the ecosystem can be minimized. The Mantra Group
is aware of their responsibility towards the sustainable development, and for achieving the
sustainable development, the company has established a variety of management programs and
entered into the partnership (Kim, Vogt, and Knutson, 2015). The strategy for achieving the goal
and objective of the company built after considering the aspect of the community, natural
resources, people, society, workplace, marketplace and so on. The group by sponsoring the
various social programs to assist in the development of the people. Further, the company gives
its entire staff whether they are part-time or full time, a volunteer leave, which enables the staff
of the company to take a leave on a whole year according to their requirement. The Mantra
Group for the protection of the environment also took the various measures. The company has

the sustainable committee, corporate social responsibility supporters, whose main objective is to
minimize the adverse impact on natural resources by the activities of the company. Since the
operations of the company are set up at the numbers of locations which are consist of beautiful
and complex natural environment, therefore all the staff, sustainable committee members and the
supporter of the corporate social responsibility always engaged in the finding the ways by which
they can improve the utilization of natural resources such as energy, water, waste and
biodiversity. Due to all the steps, the company obtain AAA green star rating on some of the
properties. Further, the company achieving the long-term sustainability at the marketplace by
complying with the rules, regulations, norms of the governing bodies, department of the
governments and various associations, this also leads to achieve the strong market position in the
industry. Some groups such as Tourism Transport Forum, Tourism Australia, regional Tourism
offices, national tourism industry council, make some rules for enhancement of the tourism in the
country which is applicable to all the industries related with the tourism. The Mantra Group
comply all the practices defines in the act. Therefore the group also achieved with the award
named as Australian federation of travel agents (Mantra Group, 2018). The Mantra group for the
development of the workers and the employee also give various incentives, awards, protection of
their safety at the workplace. Since the company consist of the employee who belongs to the
different culture and area, therefore the company conduct a program related with the
multiculturalism which leads to the strong bonding between the employees. The company also
gives equal work opportunity to the entire employee at the workplace.
From the above analysis, it has been seen that mantra Group only through the facility
management assist in the long-term sustainable development by organizing, managing,
developing, analysing and implementing the sustainable practices in the organization (Bruns-
Smith, Choy, Chong and Verma 2015).
Critical factors in facilities management of hospitality industries
For the better implementation of the facilities management in the organization, critical success
factors play a significant role. Critical success factors refer to that element of the organization
which must be performed in a better way for achieving the success of the organization (Padilla-
Meléndez, and Garrido-Moreno, 2014). In the hospitality industry facilities, related with the
accommodation, skilled human resources, attractiveness of the services, quality of the service,

proper food and room facility, geographical location of the property, safety and security of the
customers, proper management by considering the hygiene, infrastructure are some factors on
which the success of the industry depends (Jani, and Han, 2014). For this aspect, business are
required to ensure cost effectiveness for attaining maximum profitability with the available
resources.
Since the mantra group is one of the biggest group in the hospitality industry, therefore for
achieving the success of the company it is essential to implement proper facility management in
the workplace. The critical success factor of the mantra group is a brand possession, efficiently
integrated activities, infrastructure based on advanced information technology, diversified assets
and so on. The company has very skilled hotel management employees who actively engaged in
the information technology system, promotes online sales, identify any problem and address the
issues. Further, the brand strategy of the company is a very important factor in the success and
the growth of the company (Mantra Group, 2018). The company has adopted the four brand
strategy named as Peppers, mantra, break free, and art series. All the four brands are bifurcated
by the group on the basis of the accommodation and the facility provided by the company. By
the identification of the brand, the customer can select the accommodation as per their
requirement and their anticipation towards the property. The brand strategy also assists the group
to maximise their profit from the sales and marketing along with clear communication with the
customers.
CONCLUSION
On the basis of the above analysis, it has been concluded that the facility management plays a
key role in the success of the organization by integrating the people, technology, infrastructure as
per the activities of the organization. However, implementation of the facility management in the
organization is not a very easy task. The critical factors for achieving the success of the
organization should be identified by the company and according to that requirement, the facility
management should running in the organization. Further the innovative product, attracting
services, use of information technology; skilled human resources are some factors which lead to
the enhancement of the brand reputation of the company. The facility management enables the
company to maximise its profit along with the sustainable development in the company.

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