DAM793 Assessment 2: Individual Report on the Hotel Industry

This report provides a detailed analysis of the hotel industry, focusing on pod hotels, security departments, guest services, housekeeping, and sustainability practices. It classifies pod hotels catering to millennial consumers and examines security protocols, guest service roles, and housekeeping functions. The report delves into environmental and social sustainability perspectives, exploring the incorporation of renewable energies, water and waste management, and corporate social responsibility. It also discusses promotional methods and advertising strategies to capture environmental appeal, including free social media marketing. Furthermore, the report examines SkyCity's sustainability efforts, including waste reduction, climate change initiatives, ethical sourcing, community engagement, and customer relations, with a focus on responsible gaming and customer support.

HOTEL INDUSTRY 1
Hotel Industry
Student’s Name
Institution Affiliation
Date

HOTEL INDUSTRY 2
Hotel Industry
Introduction
The advent of old hotels as a substitute for a traditional hotel is an emerging industry in
the hotel sector. The pod hotels provide the required flexibility where guests only pay for hours
spent as opposed to paying for fixed rates in traditional hotels(Drescher, 2016) . Thus, they seem
to be a perfect choice for the millennials who are budget-wise tight and want personalization.
SkyCity as a Group operates hotels and casinos in New Zealand. Through its casinos, it has
introduced new concepts such as E-sports that enable its consumers to watch and compete with
their opponents accommodating both experienced and amateurs in the sport. Issues such as food
wastes seem to be affecting SkyCity’s hotels calling for effective methods to curb such wastage
through using the services of compost services from local companies.
Q.1
Classification of pods
Pods that cater to millennial-minded consumers
The pods are made to accommodate tastes, attitudes, and designs at an affordable value
for the Millennial(Bunny, 2016). Generation Y is more discerning and accounts for the group that
has the fastest growth in the travel industry(Wood, 2020).
Example
The millenial group is frugal in its spending habits and needs affordable luxury that is a
room with the basics such as fast Wi-Fi speeds, a place to charge their gadgets.
Pod hotels can also be classified based on the flexibility they offer
Example
. In comparison to hotels that charge per night, pod hotels charges based on hours spent
and are positioned at proximity to airports and city centers which makes them a strategic choice
for guests caught in layovers (Jucy Snooze, 2018). The pod hotels are also gaining popularity
among the millennials due to personalization.

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Q.2
Security department
The security department should offer guests maximum protection and prevent losing the
property. Thus, the security officers will make regular visits around the pod facilities taking note
of any suspicious behavior and prescribed course of action. Also, the officers are tasked with
conducting investigations and liaise with regional law enforcement agencies
Example
A security department responsible for providing photographic identification cards to all
the staff. Thus, guests make contact with the name-tagged staff and this not only portrays a
positive image for the property but is also crucial for security reasons. Moreover, the security
department provides safety procedures that entail guidelines for the employees as well as the
guests to facilitate their safety. For instance, security officers should easily have access to the
guest room and offices at all times.
Guest service
The guest service department plays a vital role in drawing a positive impression of pod
accommodation. The staff in this department includes a door attendant and bell person. The door
attendants are usually dressed smartly and greet visitors at the hotel entrance door.
Example
Door attendants that help in opening or closing car doors, carrying luggage from the
trunk, waving taxis and ensuring the door entrance is clear of automobiles. Also, they provide
guest information regarding the hotel and the local area in a disciplined and friendly manner. The
bell person is responsible for escorting the guests and carrying their luggage to their rooms. They
also explain the various services offered by the hotel while pointing out the different features of
the room to the guest. For instance how to operate the air-conditioning and rooms’ service.
Housekeeping
The housekeeping department offers a clean, serene and restful stay for the visitors.
Though housekeepers are invisible to most visitors, it is imperative to fathom that it is the

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housekeeping department that makes sure that the lodging sustains high standards in cleanliness
thud portraying a positive image to the general public.
Example
The duties and responsibilities of housekeeping vary, one of the main duties is to clean
and refresh guest rooms either when guests are out or following checking out by guests. Thus, in
this case, the housekeeping department will provide towels and toiletries.
Q.3
Sustainability on the environmental dimension
The environmental perspective of sustainability has drawn overwhelming attention in
hospitality case studies. The incorporation of renewable energies in daily operations by the
lodging facilities, smart use of water and waste management are the primary initiatives that
policymakers and stakeholders focus on ensuring the sustainability of destinations. The use of
alternative energies such as the installation of solar systems could translate to high-profit
margins particularly during peak tourist season as savings from electricity will increase.
The use of water and the consumption patterns linked to it and the disposal of solid waste
is closely linked to sustainable practices in visitor accommodation. Water conservation in the
accommodation sector is mainly propelled by potential financial incentives and satisfaction by
the guests.
Example
The company could employ measures to reduce water reduction by raising awareness,
outsourcing operations that are water-consuming particularly the laundry and raise the financial
incentives of measures aimed at conserving water.
Sustainability on the social perspective
Sustainability on the social perspective is closely associated with corporate social
responsibility. However, it is a relatively less researched area of sustainability in hospitality
compared to the environmental dimension.
Example

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With regards to the practice of sustainability in accommodation premises, it entails fair
treatment of workers by employers, offering services and a positive attitude towards individuals
with different disabilities irrespective of whether they are guests or hotel fraternity. It is through
such a practice of fairness and equality of all irrespective of gender and disabilities that the pod
hotel will be ensuring sustainability in its operations by advocating the best practices.
Promotional methods
Businesses are established with low budgets and cost minimizations; hence, a hotel
demands crafty remedies to conquer marketing and advertising obstacles. Backpackers access
marketing channels differently from the general guest. Thus, the selection of appropriate
promotional channels is vital if the company is to target its consumers the right way.
Q.4
Advertisement to capture the environmental appeal
This entails advertising environmental endeavors and policies on the company's website
and premises. This should entail posting signs that explain the mission and policies coupled with
a call to action requesting guests to help protect the planet. This could assist in engaging guests.
Issues entailing conservation and environment hold higher priorities for the backpack target
compared to the general consumer. Hence; environmental endeavors will be highly valued by
this market which the company should take advantage of.
Example
To boost the marketing efforts, the company can adopt eco-friendly policies that will
translate to higher revenue through return on investment will increase and minimize costs it will
take time-based on initial investments. Hence, it is a win-win for the company, the backpackers
and the planet.
Establish free social media marketing
Backpackers are associated with traveling and like taking photos which they share with
others. This hotel can harness such opportunities and venture into free social media marketing.
The hotel can put something cultural outside its premises.

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Example
Guests will take pictures and post them to their respective social media if it is captivating.
The key element for success here is putting the hostel's name and the city where it is found in
visible areas for photoshoots. The backpackers should be offered strong Wi-Fi connectivity to
facilitate posting capabilities while having fun. The hotel could initiate an Instagram competition
gifting a night stay for the best caption tagged with the hotel.
Q.5
Sustainability
Environment
Reducing waste
SkyCity is committed to developing in a sustainable manner where it is dedicated to
environmental sustainability as the pillar for prosperous economic, social and cultural progress.
SkyCity in collaboration with Hamilton sites established a recovery program aimed at curbing
food wastage. Moreover, SkyCity also partners with Kaivolution under a project dubbed as Go
Eco Climate Action and prevents edible Kai that would be classified as a waste.
Example
The Kai is redistributed for free to registered charities and community organizations. In
2018, more than 379 kg of food was donated to Kaivolution.In other cities such as Auckland,
Auckland City Mission has been receiving food donations from SkyCity. However; the food that
cannot be donated gets composted offsite and is later applied to New Zealand soils to assist the
horticulture industry. The implementation of a composting system has enabled SkyCity to reap
advantages from a single use of plastics. Thus, SkyCity is shifting from conventional plastic to
compostable packaging.
Climate change
SkyCity introduced a climate change plan that would situate New Zealand’s sites to get
transformed as carbon neutral by the end of 2019 while SkyCity's Adelaide aimed to become a
carbon-neutral site by September 2020.As part of the plan, green will be established fully funded

HOTEL INDUSTRY 7
by an internal carbon fee. The fee acts as an internal levy where $25 would be imposed per unit
tonne of carbon as per state's rate of carbon as stipulated by the Emissions Trading Scheme.
Key suppliers
SkyCity has roughly 800 strategic suppliers across the Group where most of the suppliers come
from the food and beverage segment. SkyCity is a primary buyer of products as by mid-2019 it
spent more than $490 million.
Example
SkyCity implemented the Ethical sourcing code aimed at improving SkyCity's effect on
the community and the environment through careful selection and cooperation with its suppliers
to facilitate sustainable procurement. Through the code, SkyCity seeks to motivate its suppliers
to improve their sourcing practices and to help them in doing so, thus, facilitating quality life for
the people SkyCity’s touches indirectly. SkyCity’s has continued to show stewardship in supply
chain sustainability by establishing an Ethical Sourcing Code to both new and existing suppliers
across its sites through the on boarding framework for new vendors.
Communities
SkyCity has been referred to as the pillar of every community where it operates. SkyCity
fathoms that the scope of its influence and transformation is huge, thus SkyCity makes
investment and toils to develop its communities in numerous methods. It is through engagements
with stakeholders that SkyCity understands the attitudes of the community towards them and the
belief of the stakeholders towards SkyCity in creating value.
Example
SkyCity engages its stakeholders in numerous ways that are either formal or informal in
the communities where it has a presence. Such actions span from a legal enforcing commitment
to regulators. SkyCity gives back to the community through its Trust and charitable donations.
SkyCity is dedicated to sourcing domestically. According to the plans and motivations of the
procurement policy is to facilitate local procurement mainly from Australasian operated
enterprises as their preference if possible. As of mid-2019, SkyCity spent roughly $450 million
where $50 million was spent on food items and beverages in New Zealand and Australia.

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The Nikau project was a success as it led to the initiation of Iwi Maori relationships
which led to youth employment initiatives. SkyCity’s partnership with TePuniKōkiri enabled
young Maori to enjoy cadetships that supported their graduation into employment with the
company. Through the Inclusion council, TeRoopu Māori o a recruitment Group was initiated to
promote authentic cooperation with Maori employees.
Customers
At the core of SkyCity’s business is the provision of casino entertainment. SkyCity is an
advocate of responsible gaming and responsible consumption of alcohol.
Example
SkyCity initiated facial recognition trials in its sites in 2018.Such technology would help
SkyCity identify customers who had been barred from accessing SkyCity’s sites. This would
bolster the company’s endeavors to identify and prevent barred customers from re-visiting
SkyCity’s casinos in New Zealand.
Moreover, SkyCity since 2014 has been using a predictive algorithm risk framework
developed by Focal research. The algorithm profiles loyalty data as an instrument to identify
customers who may be in jeopardy due to gambling harm. The algorithm was further upgraded
last year to facilitate and advance SkyCity’s capacity to recognize gamblers at risk.
SkyCity also provides extensive information to customers regarding the exclusion
choices and federal information to problem gambling support department. SkyCity endeavors to
foster a good working relationship with problem gambling stakeholders. Thus, SkyCity offers
tours of its facilities and content to treatment providers to help SkyCity in comprehending its
gaming environments. SkyCity also partners with other regional experts and support providers to
facilitate prevention and minimization of harm.
Our people
SkyCity is a key employer as it has over 5000 employees and a growing company; it understands
that taking care of its staff is the key to developing a serene working environment.
Example

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The Emerging Leaders' Programme was framed to catalyze the development of SkyCity’s
front line among the best. Its primary purpose was to cultivate the best practices in leadership
literature and development initiatives. It entails a complex blend of online literature, leadership
coaching, and workshops. Participants enjoy a six-month development program that supports
them during the most crucial transition in their careers.
The White Ribbon training aids managers to identify the symptoms of family violence,
respond immediately and make referrals of any reported incidents to the relevant organizations.
Moreover, there is a Committee for Family violence that works in collaboration with the Connect
Center to cater for staff needs.
Q.6
Trends
Reward scheme
Most hotels and casino hubs employ reward schemes to motivate consumers to
participate in their programs.
Example
For instance, SkyCity’s runs a Premier reward known as the loyalty scheme in its
casinos. The members of casino earn points that can be redeemed for great rewards. The
participants are entitled to a wide array of benefits for instance discounted parking, participating
in draws and promotions. The premier reward points can be transferred to gaming where they are
used to play the gaming machines.
E-games
Technological innovations have led to the adaptation of fast pace crucial to technological
expansion which is a primary area of SkyCity.
Example
For instance, SkyCity launched its competitive e-sport gaming where experienced and
novice players will exhibit their prowess against rivals and get broadcasted for the audience to

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watch in casino concourse .E-sport is growing at a faster rate and casinos are beginning to adopt
e-sports gaming to lure younger demographics.
Recognition of LGBT community
In the past, the LGBT community was not recognized and led to their marginalization in
employment opportunities. However, the current trends and recognition of human rights have led
to companies to recruit such people.
Example
SkyCity, for instance, has Host Responsibility Initiative across its cites. This led to
SkyCity’s being commended for developing a culture of care in its casinos that offer a safe
environment for its employees and customers. SkyCity is dedicated to an inclusive workplace
that cultivates and breeds diversity in its workplace. This led to SkyCity being awarded Tick
Certification as an employer that promotes the LGBT community.
Eco-tourism
The increasing demand to conserve the environment has prompted hotels to engage in
initiatives that promote ecotourism.
Example
For instance, SkyCity Grand hotel was recognized with Enviro-Gold rating which was
the ultimate environment award in New Zealand that recognized SkyCity’s commitments
towards environmental sustainability and engaging in responsible ecotourism.
Q.7
Solutions to manage food waste by SkyCity
SkyCity should partners with organizations such as EnviroNZ to compost food commercially at a
composting facility that has the latest technology.
Example
The food waste gets composted for two months before getting screened .EnviroNZ should also
customize training sessions to help SkyCity deliver compost that is of high quality.

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The other way is to increase its food donations.
Example
SkyCity should offer food donations to communities around. This way, SkyCity will be
improving its image with the general public while feeding the hungry and the marginalized that
cannot food meals. Thus, food that would end foiling landfills would now be utilized properly.
In conclusion
The report has demonstrated that indeed the hotel industry is rapidly changing through
the use of e-sports, facial recognition systems for casinos and the advent of ecotourism.
However, sustainability issues such as food wastes continue affecting hotels such as SkyCity and
calls for intervention. The pod hotels have also changed the mode of operations for lodging
facilities by charging guests based on the hours spent as opposed to fixed prices.

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References
Bunny, S. (2016). The wants of every millennial traveller. Retrieved 18 April 2020, from
https://www.nzherald.co.nz/travel/news/article.cfm?c_id=7&objectid=11627587
Drescher, C. (2016). The Japanese Travel Trend That's Spreading Around the World. Retrieved 18 April
2020, from https://www.cntraveler.com/stories/2016-06-10/how-capsule-hotels-became-a-global-
trend
Jucy Snooze. (2018). Pods. Retrieved 18 April 2020, from https://www.jucysnooze.co.nz/jucy-pods/
New Zealand Herald. (2019). Retrieved 18 April 2020, from
https://www.skycityentertainmentgroup.com/media/1764/skycity-annual-report-2017_web.pdf
SKYCITY Entertainment Group. (2017). SKYCITY Full-year results | Scoop News. Retrieved 18 April
2020, from http://www.scoop.co.nz/stories/BU1708/S00262/skycity-full-year-results.htm
Stock, R. (2017). SkyCity to launch into competitive e-sports gaming. Retrieved 18 April 2020, from
https://www.stuff.co.nz/business/98073175/skycity-to-launch-into-competitive-esports-gaming
Wood, A. (2020). Jucy Snooze pods for budget travellers. Retrieved 18 April 2020, from
https://www.stuff.co.nz/travel/themes/budget/63813380/jucy-snooze-pods-for-budget-travellers