Hospitality Industry Experience - Ayers Rock Resort

This project provides information about the Ayers Rock Resort and personal experiences during the hospitality training. It covers the mission, vision, and core values of the resort, different accommodation options, and an analysis of the external and internal environment. The report also includes recommendations.

Running head: HOSPITALITY INDUSTRY EXPERIENCE
Hospitality Industry Experience
Name of the Student
Name of the University
Author Note

1HOSPITALITY INDUSTRY EXPERIENCE
Acknowledgements
It is really a very good experience when one is studying at the La Cordon bleu. There are
so many people who have truly been very supportive and very helpful during the period of
studying there and also during the period of the internship. Right at the beginning my hearty
thanks will go to the teachers of the UniSA and Le Cordon Bleu or helping me to get all the
valuable knowledge. This has really been very helpful in the entire course of my career and this
will surely take me to a long and a bright way for my future. I would specially like to give my
hearty thanks to one of my teacher called Ms.Anthea without whose help it would have been
really very tough for me. She is the one who has helped me a lot at every step. She has helped
me to solve all my problems. She made it sure to pay a regular visit to us at the Ayers Rock so
that she could very easily keep an eye upon the way we were working and trying to progress or
proceed. She cared for us a lot and has been very careful and supportive to us at every single
moment. At the same time I would also like to thank our Hospitality industry experience
coordinator that is Dr. Susie Chant, who has taken the pains of checking each and every
assignment that I did and assessed them thoroughly. She has forwarded her valuable feedbacks at
every single, moment so that we can check them and can correct ourselves accordingly. In the
due course of this internship, all the experiences that I have gathered are really very helpful and I
have been able to meet with so many new and interesting people. They have really been very
interesting and have helped me to gain so many interesting pieces of experience and knowledge.
It is because of them that my journey has been very interesting and very helpful. I will always
remember my encounter with them and I will thank them individually for being a very important
part of my life and my internship. I am also trying to show my thanks to the food and the
beverage manager that is to Mr. Kaushal Barawal and also tother ex Outlet manager Mr. Jayesh

2HOSPITALITY INDUSTRY EXPERIENCE
Dhurundar. I will also like to thank the new Assistant manager that is Mr. Sandipan Chakraborty.
I am thanking all of them because they have been highly helpful at each and every endeavour of
my stay and my internship.

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Executive summary
This project is mainly aimed at providing then information about my understanding of the
organization that I work for. All the pieces of information that I am giving here are taken from
the sources of the internet and also from the different personal experiences that I have got. There
are about 4 hotels and a campground at the Ayers Hotel resorts. The rooms are available at
different price Each and every employee working in this company have been taught certain rules
and regulations by the Voyages Indigenous Tourism. I had prepared my own action plan and set
some very important roles for my own sake when I started this internship. I knew that these
would really be very helpful to me. I have also made use of the tools that have been taught at this
course for doing an in-depth internal and external analysis as well. If we go by the results of that
report it is seen that the hotel is currently in a very good position and that there are only a very
few competitors. There are some threats and opportunities as well and that the company has the
aim of empowering the backward and the indigenous community. The company uses all its profit
for the welfare and the improvement of the indigenous community.

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Table of Contents
1: Introduction:................................................................................................................................5
2: AYERS ROCK RESORT............................................................................................................5
Ayers Rock Mission and Vision Statement:................................................................................5
Voyages indigenous Tourism’s Philosophy and Responsibilities:..............................................6
Core Values of the company:......................................................................................................7
Different Accommodation options at the resort:.........................................................................8
3: ORIENTATION........................................................................................................................10
Day 1 of Orientation..................................................................................................................10
4: FOOD AND BEVERAGE DEPARTMENT............................................................................11
5: ORGANISATION OF YOUR RESPONSIBILITIES..............................................................12
5.1: Duties and Responsibilities................................................................................................12
5.2: Goals...................................................................................................................................13
5.3: Action Plan.........................................................................................................................13
5.4 The Learning Outcomes......................................................................................................14
6. Analysis of the External Environment.......................................................................................14
6.1 PEST Analysis.....................................................................................................................14
6.2 Porters Five Forces..............................................................................................................16
7: Internal organization analysis....................................................................................................18
7.1: McKINSEY's 7S FRAMEWORK......................................................................................18

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7.2: MANAGEMENT...............................................................................................................22
7.3: SWOT ANALYSIS............................................................................................................26
Conclusion.....................................................................................................................................30
Recommendations..........................................................................................................................30

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1: Introduction:
I will talk about all the experiences that I had during my stay here at the Ayers Rock for
my hospitality training. The Ayers Rock is situated in the northern territory of Australia and the
region is called the Yulara.. The resort was located at the Uluru in the Kata Tjuta National Park.
This is a very interesting place as it is a rock formation formed by the movement of the tectonic
plates. The population of the resort is about 1000 to 1500. The population varies as per the
seasons. This report will mainly talk about my personal experiences and about the PEST, Porters
5 forces SWOT analysis of the Resort.
2: AYERS ROCK RESORT
The motif of the resort was to provide a good source of employment to the Aboriginal
and Torres Islanders. It is governed by the subsidiary of Indigenous Land corporation i.e.
Voyages Indigenous Tourism Australia. The rooms are available both at the basic and at the
luxury rates as well. There are also so many facilities like the food outlets, petrol station, and
supermarket. It has employee housing department providing housing facility to 700 people. The
profit that is made by this resort is devoted to the welfare of the tribal communities all over
Australia.
Ayers Rock Mission and Vision Statement:
The resort is owned by the Voyages and their main aim is to provide training and
employment to the aboriginals. They hope that they will be able to employ about 50percent of
the Aboriginal manpower by the year 2020. Voyages give chance to the Aboriginals to study and
earn money at the same time. They open many training programmes and try to train them and
also provide them employment just after they finish off their course. However, after having

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worked for 6 months, I have this realization that the hotel suffers from the poor remote
geographical location. Many of the employees leave due to the remote locations and as there is
very less number of places to visit. Many of the employees leave and the hotel suffers from
employee turnover. In order to stop this, they have to expand themselves so that they can recruit
more employees other than indigenous people.
The great strength of Voyages is that they are very loyal to the natural and the natural
ecosystems. They want to support the local community people like the aboriginals and they want
to protect and support the natural flora and fauna as well. they are very respectful towards the
local people and culture.
Voyages indigenous Tourism’s Philosophy and Responsibilities:
The main aim of preparing the journey, travel and tourism activities is to deliver the
travelers with an exceptional experience that they will not be able to attain from anything else.
The travel activities arranged for the guests can provide a helping hand to the various
communities in Australia; furthermore develop a diversified and committed workforce consisting
of the employees with vast amounts of skills, knowledge and expertise needed to work within a
hospitality and tourism sector in Australia. The enhanced skills and knowledge of the employees
within the sector would assist in delivering the best quality tourism and hospitality services to the
clients and ensure customer satisfaction (Ayers Rock Resort, 2018).
The travel and tourism arrangements within this specific sector of Australia are made
within various ecosystems in Australia, which can not only improve the travelling experience of
the tourists, but will also preserve the ecosystem and fulfill the needs and requirements of local
people. It will also assist in creating various sources of income for the local individuals and even

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can create scopes and opportunities for the next generations to attain the similar kind of
enjoyable travel experience (Ayers Rock Resort, 2018).
Core Values of the company:
The five major values that are maintained and followed by the organization, i.e., Ayers
Rock Resort are useful for making every employee abide by the laws, rules and regulations,
furthermore create customer satisfaction and maintain a sense of trust and loyalty among them.
The five core values of the organization are as follows:
Trust
Trust is a major important factor that contributes to the retention of clients and even
attracts new individuals to avail the services of the tourism and hospitality sector. Not only the
clients, but also the employees must be trustworthy so that they do not take undue advantage of
gaining access to the money and other confidential information and data. Creating trust among
the employees could also help in managing proper flow of work, create better communication
among the staffs and keep them encouraged to perform to their potential (Voyages, 2015).
Respect
To ensure that a successful and diversified workforce is created, it is important to respect
the cultures of different places and preserve the biodiversity and ecosystem for ensuring that the
values and beliefs are maintained properly. By respecting the different cultures and managing the
local cultures, it would be easy for the company to create a positive mindset among the
customers too (Voyages, 2015).
Excellence

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It is also important to excel in every departments and activities that are managed and the
same has been done by Voyages. It has been possible with the presence of skilled and
knowledgeable employees who have fully committed themselves to form an excellent team and
provide the best quality services (Voyages, 2015).
Courage
Being cautious and courageous is important and risks should be taken to bring in
something new and achieve the goals and objectives through deliverance of the best quality
tourism and hospitality services to the clients (Voyages, 2015).
Honesty
Remaining honest to each other and providing appropriate information is essential to do
the right things with honesty and by establishing clear communication among the staffs
(Voyages, 2015).
Different Accommodation options at the resort:
There are multiple options for accommodation of the tourists at Ayers Rock Resort
according to their needs and based upon their budgetary limitations. Few of the options include:
Outdoor pioneer hotel: The portion of the hotel is a 3 star property that provides great view of
outside and a better experience for the clients. It was introduced back in the year 1990 and this it
had been prepared keeping in mind the budget hotel concept. There are both rooms with attached
bathrooms and mixed dormitories along with the shared toilets. It is considered as a part of the
IBIS hotel (Accor Hotels, 2016). The hotel authorities have provided free Wi-Fi along with
public areas available for the tourists for usage within a particular limit. The dining options are

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available for the guests at Outback pioneer kitchen (kiosk), Bough House restaurant and outback
bar (Voyages, 2017).
Ayers Rock Campground: Ayers Rock Campground is another option for accommodating the
guests and was introduced in the year 1983. There are powered cabins, powered cabins,
unpowered sites as well as tents available for outdoor setup and staying. It is quite budget
friendly and can be a great option that delivers great experience for the guests to stay in the open
places (Voyages, 2017).
Emu Walk Apartments: Emu Walk apartments are present right next to the Desert Gardens
Hotel. It is a great accommodation place for the group of friends who travelled together and for
the families. Within each of the apartments, the maximum number of people who can stay is six.
There are options for dining, beds, fully functional kitchen, private bathroom and room dining
options as well. It was opened in 1988 and is a subsidiary of Grand Mercure Apartments (Accor
Hotels, 2016).
Desert Gardens Hotel: The Desert Gardens Hotel is a 4.5 star-rated hotel that has nearly 230
guest rooms available for the guests (Voyages, 2016). The deluxe rooms are for the aristocrats
and luxury preferred customers who can enjoy a relaxing time at the deluxe rooms and at the
same time, get a view of Ayers Rocks. The hotel is part of Novotel hotels and has fine dining
options for the guests are both the two restaurants including White Gums restaurant and Arnguli
Grill. The guests were taken from the airports to the hotels free of cost and are provided with free
Wi-Fi. It was introduced in 1984 and named as Four Seasons Hotel, which was soon changed to
Voyages Desert Gardens Hotel when the voyages took over the place (Voyages, 2016).

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Sails in the Desert: The Sails is another 5 star rated accommodation place within the Ayers
Rock Resort. It is a great option for the guests who want luxury and has every facility available
including patios, balconies, free airport transportation, outdoor tennis court, complimentary
drinks and other fine dining options. It is a part of the Pullman hotels and the dining options
available at the hotel include Ilkari, Walpa Bar, Pira Bar, Sounds of Silence, Field of Light and
Taliwiru (Voyages, 2017). It is a part of the Sheraton property and was opened in 1984
(Voyages, 2016).
3: ORIENTATION
After I arrived at Ayers Rock Resort in 31st October, 2017, the HR official picked me up from
the airport and I was dropped at the hotel, where I had been provided with the employee card and
accommodation. In the evening, I was introduced to the other staffs and we all had dinner at
Outback Pioneer hotel. All the other employees and me were joined by the managers of the hotel.
As I was working in the Food and beverage department, the manager Mr. Kaushal Barawal
assisted me to understand own roles and responsibilities. He even provided me the roaster for the
upcoming weeks and with proper communication with other staffs and managers, learnt about
the way the company functions. Later, I was sent for orientation at the training and development
department to cope up with the tasks within the hotel and enhance my skills and knowledge.
Day 1 of Orientation
We had been asked to report at the Outback Pioneer Hotel in the morning at 6 on the first
day. We took our breakfast in the hotel and we had to assemble at the reception area of the hotel
with the new employees. The bus was to arrive at that place only. The bus took us to the Ayers
Rock and we gathered some necessary information about Ayers Rock regarding its culture and

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the place itself. The information was given to us by the guide himself. We then went to the
aboriginal culture centre along with some other places as well. At the HR department, we met
some personnel of the department and the General Manager of the HR department as well. e We
were received there with the welcome speech. We took oue lunch there and then we rested. We
reported to the HR department at 8.30 am. On tjis day we had gathered very important
information from the various departments like the housekeeping, harassment and bullying,
security, wildlife, housing and others. After we took our lunch, we got to know about the
workplace culture of the Ayers Rock and the nature of the diversity that existed there. We
learned about the company values as well. On the third day of the orientation, we had gathered
the important information from the representative of the HR department about the different
benefits given to the employees like the salary, annual leaves, sick leaves, bonus for relocation,
ability to work in diverse departments to earn more money, learning new skills, cross training
program and others. Then we got to see some videos that contained important information about
the culture of the aboriginal people. I was going to work there as the Food and Beverage
attendant so I had to fill the form for the Responsible Service of Alcohol (RSA). The filling out
of this form was very important and mandatory as well.
4: FOOD AND BEVERAGE DEPARTMENT
The next important part after the food and the beverage is the room division department. I will
like to describe about this as I am doing my internship in the food and the beverage department. I
am working in the Outback Pioneer Hotel Bar. I also have experience of working at the Bough
House restaurant. This was a nice fine dine restaurant and has been very helpful in teaching me
many new and different things. As far s the Voyage opinion is concerned they believe that
people can work at various departments and can learn many new skills for earning money. I am

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working as the bartender at the Outback bar which is the busiest bar of that place. I have to work
for the 3 different shifts starting from the morning, then the afternoon shift and the final shift is
the evening shift at the BBQ food. I have to perform different kinds of work for the 3 different
shifts.
5: ORGANISATION OF YOUR RESPONSIBILITIES
5.1: Duties and Responsibilities
1. The opening of the bar includes many responsibilities like the collecting of the float from
the front office and then putting them back properly at the drawer. The bench mates that
are dried at the back of the house are to be taken. All the drinks are to be taken out and
then kept properly at the counter. The liquids have to be poured properly. Cleaning is also
a big responsibility. The dustbins are to be kept properly at the actual places, collecting
the bottles and disposing them off properly so that they can be recycled.
2. Putting on the music
3. Ice must be kept properly for the guests
4. The bar needs to be set up in a proper way
5. The backyard of the house also has to be maintained properly for the smooth running of
the bar
6. Welcoming the guests properly
7. Serving varied kinds of drinks to the guests as per their request
8. Telling guests about the variety of the drinks and wines available, and also about their
ingredients. Thus helping them to make choice as per their needs
9. Make sure to give both alcoholic and non-alcoholic drinks.

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5.2: Goals
While working at Ayers Rock Resort, I was assigned with the task of accomplishing the
objective of learning the processes properly at the bar. I obtained knowledge and skills about the
hot or cold, alcoholic and non-alcoholic beverages that were served at the pub and even managed
to cope up with the pressurized situations with ease. I achieved the objectives that were set at the
start of my internship and the manager provided positive feedbacks regarding the same as well.
As soon as I accomplished the goals and objectives, it was my responsibility to set new goals and
get a shift leader position to create an improved action plan. I had been performing to my
potential to achieve the concerned position and carry out the new roles and responsibilities
properly too. I followed my roles, i.e., the supervisors and managers of t he company to ensure
that the tasks are accomplished with ease and effectiveness.
5.3: Action Plan
Make it Known (Koning, 2012)
I communicated with my manager and discussed about the goals to be achieved in the
future. The manager would be able to know the tasks that I would perform and make sure to fill
the gaps and perform the tasks effectively. The feedbacks that would be provided by him would
assist me in identifying the areas that I need to improve, furthermore monitor the progress at
regular intervals too.
Take on Responsibility (Koning, 2012)

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I handle the new roles and responsibilities properly so that the turnover of staffs is
reduced to an extent. Being one of the oldest staff in the bar, I have managed to identify the areas
of weaknesses of the staffs and made sure to engage them in training sessions for improving their
skills and knowledge related to the food and beverage department. This will maintain
consistency in the functioning of bar and ensure that the work is done properly to serve the
guests.
5.4 The Learning Outcomes
After the completion of 6 months here, I can assure that I gave gained in a lot of
knowledge during the days I spent here. My initial days were tough in this region as this region
is an isolated locale and nothing other than resorts and lodges are visible here. Gradually I started
to get accustomed to the circumstances and also became familiar with the other co-workers.
Thereupon I found it easier to settle here. After spending 6 months in this place, I suppose that
the biggest learning outcome I realised here is Team Work. The resort brings together people
pertaining to different cultures around the world and correspondingly, the greatest knowledge
that this companionship teaches is team work and the strength of collaboration. Another thing I
got to learn here is communication. Effective communication can work miracles. I would take
the example of the resort itself. The location of the place is desolate and still the facility is
capable of providing an experience to the dwellers that they can cherish for a lifetime. Even the
facility gathers quite good profit from business. I really gathered quality knowledge staying here.
6. Analysis of the External Environment
6.1 PEST Analysis

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PEST is a crucial monitoring tool for any company. The organisation gets to learn about
the political, social, technological and other aspects and which in turn helps the organisation to
change and modify the organisational infrastructure or continue in the same manner.
Political Analysis
Ayers Rock is a property owned by Indigenous Land Corporation (ILC), but the activities
in the place are handled by Voyages Tourism, whose ownership belongs to ILC completely. This
company operates with a sole motive of hiring and providing training to huge number of
aboriginal members and natives of Torres Island. The Government grants allowances to the
company for any sort of renovation or refurbishment work or expansion of facility. An
apprenticeship program was also started some time back to enable the aboriginal people to
achieve managerial positions. This would help the organisation to fulfil the political goals and
thus get grants from the government as well.
Economic Analysis
Presently the company is doing great business in terms of making profit. Number of
guests have increased in comparison to the previous years. The initial credit should go to the
Sales and Marketing team of the company that conducts business from Sydney. Travellers come
to Ayers Rock from all over the world. Besides, no market competitors are there and
automatically the target market of company is not distributed.
Social Analysis
The organisation is making constant efforts to achieve the target that is having a 50%
indigenous workforce within 2020. As an attempt to achieve that mark, the company has started

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to give many allowances to the natives like free education facilities for the children, free of cost
accommodation, proper training and so on. A school for children is also run by the company is
that region. Other than that, the local culture is also promoted by the company. Aligned to the
Desert Garden Hotel, a museum of handcrafted artefacts are displayed, which are delved with
rich significance. Few shops are also located in the Town Square which sells artefacts like those.
Technological Analysis
The hotel is situated in a very desolate locality, yet the company is trying to facilitate
with the best technologies. In the previous year, the company installed internet facility for the
guest in Sails in the Desert Hotel and also in the Outback Pioneer Lodge. An integrated micros
facility is also implanted by the company in all the hotels of the franchise. Any technological
equipment have been added in the pantry of the Desert Gardens hotel by means of which the
staff do not need to polish plates after running them under water. The glass crockeries have to be
inserted in the equipment and it would come out dry and gleaming.
6.2 Porters Five Forces
This analysis is another crucial framework for any organisation. This framework enables
the organisation in realising the level of competition that they are going to face while operating
in the hospitality industry of this area. Keeping the factors in mind, the company can frame its
future strategies.
Rivalry in existing business (Low level)
Since the Ayers Rock company is the single accommodation providing facility in the region,
other than another severely expensive lodging facility existing in the Longitude 131 most of the

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guest avail this hotel. Only some handful go in the other place. Hence, it can be said that the
hotel do not face direct competition from any other organisation in the Ayers Rock area.
However, in the nearest town of Alice Springs, situated 450 kilometres away from here, there are
lavish hotels are located. Again, guests who have a passion for long drivers stay there and come
to Ayers Rock by car. This is because there is not much sightseeing in the place. Also other
hotels such as Hayman Island, Kakadu National Park etc. pose a competition to the hotel since
there is also not much to be explored in the places whir the hotels are located.
Threat from the new entrants (Low level)
Operating in the Outback area, the Ayers Rock organisation is free of the threat of new entrants.
The organisation is a lone accommodating organisation and no new market sharing companies
are interested to operate in that are beacuse3 of the complex legal regulations and market entry
barriers.
Buyer’s bargaining powers (Low level)
So far as the Ayers Rock region is concerned this resort is the only facility that customers can
choose. However, the hotel is a property of the Accor Property, which being an international
organisation have plenty of guests who holds Accor’s Signature Advantage cards. This card
allows the customers get heavy discount for using the facilities of Accor, anywhere in the world.
This is a highly beneficial customer retention policy
Suppliers’ Bargaining Power (High Level)
The Stock of the organization comes from two cities. The first one is Alice Springs and the other
one being Adelaide. Raw materials as well as other resources reach the facility twice or thrice

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per week. The place where the hotel is situated is an acute remote location and the supplying
agencies take advantage of this and consequently charge higher fares for delivering the products
which also tells upon the final cost of the products that the company sells to their guests.
Threat of substitute products
It can be argued that the main competition is among different hotels of Ayers Rock Resort.
Despite of that it is not an issue for the resort because all the hotels belonged to a single
company. However, demand of the customers is a significant factor that facilitates the company
to introduce new things, tours and concepts.
7: Internal organization analysis
7.1: McKINSEY's 7S FRAMEWORK
According two Robert, H Waterman and Tom Peters, the strategy incorporates strategy,
Structure, Skills, System, Style, Staff and Shared Values (Wikipedia, 2017). The importance of
this framework is to analyze and monitor changes inside an organization. Moreover, this
framework relies on their goals and standards, size of company.
Strategy
The aim of the company is firmly encapsulated the idea of attaining 50% of the staff as
indigenous people. Furthermore, the company also wants to develop their employee skills and
appointed them in many tasks including managerial positions as well. In this regards, it requires
some strategies that has to be introduced by the indigenous managers. Some strategies are
identified as a training period to get a promotion for the next higher position (Voyages, 2017). In
addition to this, one night free stay or complimentary tour or various activities for the guests who

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stay in the resort for more than 3 months are also offered by the resort company (Voyages,
2017). Nonetheless, it depends on the hostels.
Structure
The head office of the Ayers Rock Resort is located in Sydney. The main organs of the company
in Sydney are Sales and Marketing and Finance. In fact, the Chief Executive Officer (CEO) of
Ayers Rock Resort is also located in Sydney.
The Operation General Manager Mr. Manfred Pieper is responsible for all the operations in the
Ayers Rock Resort hotels. Besides this, the General Manager of Yulara Community and
indigenous activities are dealing with the indigenous training programs and recruitment of
indigenous staffs.
HIERARCHY (Voyages, 2017)

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In this regards, it can be argued that the organization follows a straightforward policy. In this
context, the staffs have to report to their very next senior staff members. For an instance,
associates report to supervisors, supervisors report to assistant managers and Assistant Manager
Report to Manager. As a matter of fact, different hotels report to Manfred Pieper and Manfred
Pieper reports to Chief Executive Officer (CEO) in Sydney.
System
CEO (Head Office
Sydney)
Sales GM (Sydney)
Group Travel
(Sydney)
Individual Travel
(Sydney)
Public Realtion
Office ( Ayers Rock
Resort)
Finance GM
(Sydney)
Resort Financal
Controller
Finance
Department
Operations GM
(Ayers Rock
Resort)
Indigeneous
Activities GM
Training Program
for Indigeneous
Indigeneous
Emplyment
Hotels GM
Department
Managers
Department
Assitant Managers
Sub Department
Managers
Sub Department
Assistant
Managers
Superviosrs
Shift Leaders
Associates
Human Resources
GM
Human Resource
Department
Retail GM
Shops in Town
Square
Technical Service
GM
Technical Services
and Maintenance

22HOSPITALITY INDUSTRY EXPERIENCE
The staff members and other interdependent departments follow proper liaison in order to run the
operations smooth and successful. Moreover, the hotel also creates proper system in this regards.
It can be argued that that the front office is responsible to book for most of the outdoor
restaurants with an updated dining management.
Hiring System: It can be asserted that the process of recruitment has been carried out throughout
the year as the company is facing shortage of employees. Primarily the interviews are focused on
telephonic interview. However, often people with indigenous identity has zero experience have
come and do work for two days and based on their performances the managers decide their
future (Voyages, 2017).
Promotion System: Inner promotion is considered to be the principle way of company. After
getting vacancy the employees are notified accordingly. After that, he or she performs under the
role of acting supervisor or manager for two weeks. After the training, they become supervisor or
managers.
Performance Appraisal System: Performance Appraisal is usually done annually but it also
depends on employees that how long they have worked. So, manager organise an interview with
an employee and fill out one form which provides information about employee’s working
etiquettes and all (Voyages, 2017).
Style
In the 5 star facilities, employees are supposed to have excellence and professional attitude to the
guests. It is in fact, important to meet the basic requirements and certain standards even where
guests are not allowed. As a matter of fact, the managers are very helpful and despite of having

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mistakes done by the staff, they are not demotivated by the managers. On the contrary, the
managers teach them to learn the process.
Staff
Due to its remoteness the Ayers Rock Resort is facing lots of problems. No one wants to stay
here longer. Most of the employees after gaining an experience of six months leave the job.
Some employees are working in holidays. As a result of that throughout the year the company
faces staff retention issues. Therefore, the managers ask the employees to take extra workloads
but reluctance from the employees seems to be the biggest problem in Ayers Rock Resort.
Shared Values
Respecting and maintaining indigenous culture is the most vital value of Ayers Rock Resort.
Other values that are important and followed by an organisation are Respect, Courage, Trust,
Excellence and Honesty.
7.2: MANAGEMENT
7.2.1: Management Role
The management is divided into a number of categories (Michele, 2017).
1. Interpersonal
2. Informational
3. Decisional
Interpersonal Category

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Figurehead: social, legal and the ceremonial features are considered to be the major
responsibilities of the managers. Therefore, Michelle (2017) argued that it is imperative for the
managers to have a personality through which the employees can be motivated. In this regards,
our dining manager possesses such quality. However, the middle and top level managers have
also these qualities.
Leader: Leading team and measuring their performance and managing responsibilities is another
big role of a manager (Michelle, 2017). All managers from bottom to top level in Ayers Rock
Resort have these qualities.
Liaison: proper communication through internally and externally are also important in this
regards (Michelle, 2017) and the managers are responsible to carry forward this trend.
Informational Category
Main managerial role in this category is to process information.
Monitor: in this context, the role of the managers is to gather information that is beneficial for
the company. Furthermore, the managers are entitled to monitor their teams on the basis of
productivity and staff well being.
Disseminator: It is imperative for the managers and the team leaders to communicate all
information with the team members and it happens in every team briefing.
Decisional Category

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The key purpose that is being covered in this portion is based on the utilization of the
information.
Entrepreneur: The role of the managers play a major input in the management of the
organization which includes the identification of the issues and the manner in which they can be
strategically mitigated. The problem solving options helps in maintaining the different levels of
changes in the systems of the business.
Disturbance Handler: The management of the organization, while operating in the international
markets, often mitigates the disputes and the issues that are faced by the organization. The steps
that are taken by the management of the organization help in maintaining the steady functioning
of the business in the international markets.
7.2.2: Management Responsibilities
The other responsibilities of the management are being discussed in this section of the report:
Care: Managers of the organization must take steps to take care of the employees who work for
the progress of the organization. The empathetic talent of the managers of the organization helps
in maintaining the different levels of changes in the approaches of the employees. It helps in
maintaining the smooth functioning of the business as per the objectives of the organization in
the market. The managers of the Ayers Rock Resort have taken steps to maintain the concern for
the employees, which have helped in the deve4lopemnet of the business as per the objectives of
the same in the market.

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Support: Supportive functions of the managers help in motivating the workforce and thereby
bring in changes in the functioning of the business while operating in the international markets.
The supportive actions of the managers help in undertaking steps to bring in changes in the
systems and the functioning of the employees as per the objectives of the business.
Efficiency: The proper functioning of the managers and their supportive actions helps in
maintaining the smooth and efficient functioning of the workforce in the markets. The key
elements of the change in the systems of the organization are dependent on the proper
functioning of the employees as per the objectives of the business. On the other hands, the
supportive actions of the leaders help in maintaining the different levels of changes in the
systems and the performance of the organization.
7.2.3: Operational and Managerial Daily Activities
Following are some of the managerial activities that are performed on daily basis:
1. Assignememnat and allocation of daily jobs and tasks to employees
2. Guiding employees on daily tasks
3. Making the employees aware of the new processes and thereby incorporate proper skills
among the employees
4. Communication of the current objectives of organisation with staff members
5. Developing proper communicational abilities and integration among the different team
members
6. Planning and scheduling routine tasks.

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7.2.4: Communication Skills and Feedback within the team
Communication helps in making the managers aware of the different possible issues that are
faced by the employees while working as per the objectives of the organization. The
communication of the issues helps in maintaining the balance of the changes in the systems and
the performance of the business in the market. The key elements of the changes in the systems of
the business are dependent on the proper communicability of the managers and the manner in
which the managers are approachable by the employees. The transparency of the management of
the organization helps in maintaining the different levels of changes in the performance of the
business in the market. The identification of the communication skill and the management of the
employees through frequent sessions help the managers of the organization to develop a positive
culture among the employees of the organization in the market.
7.3: SWOT ANALYSIS
This section of the report focuses on the identification of the different strengths, weaknesses,
opportunities and threats that are faced by the organization. It helps in maintaining the different
levels of changes in the systems and the performance of the business while operating in the
international markets.
Strength
1. Ayers Rock resort has one of the major natural tourist attraction, which is Uluru (Ayers
Rock). Different people from the varied nations visit the place for its religious fame.

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2. The culture and the heritage of the place acts as an attraction for the visitors (AEC Group
2007)
3. Cultural aspects – different people from around the world wants to research on the culture
and the heritage of the place which has helped in maintaining the business operations of
the organization in the market (AEC Group, 2007).
4. Ayers Rock Resort is a monopoly business in Ayers Rock. The only other
accommodation provider is Longitude 131 but that is a very luxurious property and room
rates are so high that only rich people think of staying there.
5. Due to lack of competition, the company provides the services at a higher price which is
however affordable by the customers of the business.
6. The threat of the new entrants in the market is limited through the legal impositions that
helps the company in undertaking a monopoly market in the region.
Weakness
1. Negative perceptions of Northern Territory through media because media highlight
Northern Territory’s remote communities in a negative way, which also impact Northern
Territory’s tourism industry (AEC Group, 2007).
2. Northern Territory is a very dry area and in summer’s temperature sometimes go up to 44
degrees Celsius. Therefore, the visitors of the region avoid travelling to Northern
Territory in summers. The winters however holds the high occupancy rate.

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3. Ayers Rock resort has only one major tourist attraction. But many other regions whereas
has various and unique tourist attractions (AEC Group, 2007).
4. There is no city in Ayers Rock and there is nowhere staff can go. The closest town is
450kms far. Keeping this in mind, resort has a high staff turnover ratio, and again high
staff turnover results in reducing service standards because it takes time to train unskilled
worker.
5. The repair and maintenance costs are high due to location and nature of Ayers Rock
Resort.
Opportunities

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1. The company will be able to offer the customers with several offers or coupons. They can
also give lease as well to the retail and spa.
2. Another thing Ayers Rock Resort will be able to do is providing the various options for
the customers is cutting down the season abilities like the opening of golf course and
casino.
3. They can opt for operating the resort industry nationally in a wide way indeed.
4. They can also be able to give several offers like airlines packages to the customers and
opening new resorts in other reasons.
5. They can also introduce some important packages that would include the breakfast or
dinner or everything at one.
6. Two very attractive ways of make a growth in sales is to introduce the swimming pool or
the roof top bars in their resorts.
Threats
1. A very strong competitive part has been noticed between the several areas of Australia to
provide the proper resort experience. Some of the regions fall in the New South Wales
and Western Queensland. This is why the competition has been much intense in the
Northern Territory.
2. One of the major threats is not enough skilled workforces within the country. The
population in the area is very less. This is why the company must be recruiting members
from different countries.
3. The cost of fuel has been increase a lot in this context. This is why they have not been
able to get the domestic visitors to a huge number as of late.

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4. The airline fares to Ayers Rock have been extremely high indeed. This is why both the
domestic and foreign people have to think more than once before they decide to visit
Ayers Rock. The number of flights is limited as well.
Conclusion
Ayers Rock can be deemed as a very interesting workplace indeed. People working here
will be able to gain much knowledge with time and experience. The financial condition of the
company is quite favorable as well. The communication within the management is very clear and
the clarity between the workforces is properly maintained. The managers always play their roles
in a responsible way as well. If the internal and external environment of the company is looked
upon, it can be said that the company has got a huge chance in increasing their customer base.
The competition is less so they do not have to worry about the threat of new entrants in the
airlines sector.
Recommendations
It has been clear that the major problem of the company has been recruitment of the
employees properly. This is why the company must be able to give proper and more facilities to
the employees so they will decide to stay in the organization. The company must spend more
money in the recruitment process and training of the new employees. They should fix a proper
budget on the relocating of the staffs as well. They should also like to introduce some new ways
by which they can attract more visitors indeed.