HAT303 Accommodation Management: Macquarie Hotel Case Study Analysis

This case study analyzes the Macquarie Hotel and its accommodation management strategies, focusing on enhancing customer experience and improving profitability. It explores the implementation of modern systems such as digital conference facilities, NFC technology, and robot sensors to optimiz...Read More

Running head: MACQUARIE HOTEL AND THEIR ACCOMMODATION FACILITY
MACQUARIE HOTEL AND THEIR ACCOMMODATION FACILITY
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1MACQUARIE HOTEL AND THEIR ACCOMMODATION FACILITY
Executive Summary
The report has surfaced light on the probable changes that Macquarie needs to maintain the
improved growth of their hotel. Customer contentment is the eventual need Macquarie
requirements and their new management has distorted some accessible process to the new
procedure so that clientele gets sufficient probability to triumph the amenities given by the hotel.
In this report, better customer understanding and accommodation facilities are mentioned for the
improving effectiveness of the hotel. There are convinced customer sectors and systems have
been imaginary by Macquarie so that clientele can get probable contentment from the hotel.

2MACQUARIE HOTEL AND THEIR ACCOMMODATION FACILITY
Table of Contents
Introduction......................................................................................................................................3
TASK 1............................................................................................................................................3
Modern Systems..........................................................................................................................3
Better experience.........................................................................................................................4
TASK 2............................................................................................................................................5
Evaluation of customer experience..............................................................................................5
Better accommodation facilities..................................................................................................6
Conclusion.......................................................................................................................................6
References........................................................................................................................................8

3MACQUARIE HOTEL AND THEIR ACCOMMODATION FACILITY
Introduction
Macquarie is one of the growing hotels in Sydney trying to expand their business through
the new management board. The management understands the future customer need and
planning to process the entire framework so that people will love and get attached to the hotel
facilities (Macquarie-hotel.com.au 2017). Improve customer experience is the biggest concern
for the organization as the company has to sustain their individualism in this competitive hotel
industries. Organization accommodation management is the important aspect to centralize the
customer need and to earn better revenue generation.
TASK 1
Modern Systems
Macquarie needs to introduce some new thoughts in their hotel so that people can rely on
their service and refer others. Innovative thoughts like Digital Conference facilities, NFC
technology, and Robot sensor are an important engagement that must be introduced by the hotel
for the better customer management. Digital conference is basically used for the conference and
business purpose. In this scenario, the conference is been placed in the hotel rooms and people
can sit together and they can channelize a particular section as a screen and turn on the remote to
show the persons from other sides (Albayrak and Caber 2015). This is the best innovative
thought that can be implemented by Macquarie. Audiovisual presentation of business conference
and executives interaction are clearly stated on that occasion so no problem has occurred by the
digital medium has created by an innovation. In between rooms executives directly communicate
with another executive as the voice identified the device is attached to the screen. On the other

4MACQUARIE HOTEL AND THEIR ACCOMMODATION FACILITY
hand, Near Field Communication (NFC) technology is the next generation transfer process that
can be introduced by Macquarie for better customer satisfaction. It is a wireless communication
technology also that can exchange data, mobile payment by touching a device with another
device. Hotel smart room keys also controlled by this technology as the person can self-check the
door lock option whenever this key lock card is touched with the phone. This is one of the
innovative options that Macquarie can make for the better security system of clients. Clients can
save their money in the wallet and then they can deliver the amount of money from mobile, this
is the simplest way to money transfer (Saló et al. 2014). Robot sensor is another option that may
be implemented for the future project as this is the way to reduce manual labor and impose more
technological and sensible aspect in the workplace. Robots can do all the work in
accommodation placement, kitchen, back office management and pool area. These are the
changes that can make a change in Macquarie and initiate more customers in the hotel so that
better revenue can be earned.
Better experience
If all the possible changes are being made then Macquarie become of the finest hotel in
Sydney. Wi-Fi connection, centralize internet facility, infrared sensors, cloud services, social
media feedback and unlimited uses, converged LAN supports, mobile communication and
automation these are the technological aspect that needed to be changed by Macquarie so that
level of customer experience and point of attraction has increased. Along with these services
hotel room management, proper subsection for rooms division, cleaning facilities, administrative
facilities, mobile booking all these things need to be amended in a legitimate way by Macquarie
so that customer can rely on them and understand their facilities and opportunities that
Macquarie provides to them (Radovic 2015). Hotel staffs and employees have also carried the

5MACQUARIE HOTEL AND THEIR ACCOMMODATION FACILITY
certain potential to impress customer so that customers can come again and again and hotel
revenue generation become high in number.
TASK 2
Evaluation of customer experience
Macquarie has to take care of a different section of people and their change tastes. The
taste is not only changed in the section for food but also applicable for the room positioning,
designing, maintenance, affordability, spacing, services and technological uses. There are
different genres of people who stayed at the hotel and their taste of living is different in some
manner. In case of families, they need more spacious rooms where children can play and the
whole family sit together to enjoy any show, or they need a pool as children love to make swim
so Macquarie has to take a concerned look over here to understand the segmented need of
people. On the other hand, business executives need a less deafening place where they can
process their meeting (Heyes, Beard and Gehrels 2015). These rooms need to be sound proof no
external sounds come in that room and no inconvenience should happen. Business deals need a
speculated place where executives can discuss the serious matter so formal beverages and drink
will be delivered to them (Mohammed, Rashid and Tahir 2017). In case of International clients,
the management needs to know about the origin of those people, as the taste has been changed by
the regional changes in people. Their culture of food habitat may differ from the host nation so
Macquarie has to take the initiative to bring their culture in this hotel so that customers can feel
the essence of their land and suggest other international people to choose Macquarie (Macquarie-
hotel.com.au 2017). There are some guests who stayed in the hotel for the very short time span
(Scholz et a. 2016). For them, a better check in check out timetable can be followed, on that

6MACQUARIE HOTEL AND THEIR ACCOMMODATION FACILITY
speculated time they are entering the hotel the time starts and that does not end in 24 hours and
assumed a particular rate for that, rather it will calculate as per hour price and that is very much
beneficial for the client for the short meeting of get together or for any kind of parties.
Better accommodation facilities
Better accommodation facility can be identified by the three sections of concern
operation in hospitality business. The first section deals with the rooms, service and management
as these are the prime attentive section of a hotel. Macquarie needs to encourage and associate
good people who can use take initiative to maintain the actual procedure in an authentic way.
The second section is entirely based on the human resource and the employees' recruitment
process as more efficient employees will engage in that place the production and service facility
of Macquarie will increase in a huge manner (Macquarie-hotel.com.au 2017). The third factor in
accommodation management is communication and understanding the customer behavior and
accommodates them in a suitable place (Ozturk et al. 2015). Proper facilities like floor
management, health, and hygiene safety, good communication all these are the accommodation
facility that should be provided by Macquarie so that better customer connection and satisfaction
can be provided. Customers are willing to pay a good amount of money if they have satisfied
with the hotel accommodation and infrastructure (Macquarie-hotel.com.au 2017). Thus, a better
management is expected from Macquarie so that chance of revenue generation may increase.
Conclusion
Therefore it can be concluded that Macquarie will become the top hotel in Sydney if their
accommodation style has changed and the customer gets full satisfaction from the hotel
authority. The level of accommodation or facility that needed by the customer and the

7MACQUARIE HOTEL AND THEIR ACCOMMODATION FACILITY
technological enhancement provided by Macquarie is the best and effective for accumulating
more people and gain more revenue to the organization.

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References
Albayrak, T. and Caber, M., 2015. Prioritisation of the hotel attributes according to their
influence on satisfaction: A comparison of two techniques. Tourism Management, 46, pp.43-50.
Heyes, A., Beard, C. and Gehrels, S., 2015. Can a luxury hotel compete without a spa facility?—
Opinions from senior managers of London's luxury hotels. Research in Hospitality
Management, 5(1), pp.93-97.
Macquarie-hotel.com.au 2017 Macquarie Hotel retrieved from: http://www.macquarie-
hotel.com.au/ [Accessed on 1st December 2017]
Mohammed, A.A., Rashid, B. and Tahir, S., 2017. The Mediating Role of Customer Orientation
Strategy on the Relationship Between CRM Technology and Hotel Performance. Journal of
Marketing Management and Consumer Behavior, 1(5).
Ozturk, A.B., Bilgihan, A., Nusair, K. and Okumus, F., 2015, July. Mobile Hotel Booking
Technology in the Hotel Industry. In INTERNATIONAL ACADEMIC CONFERENCE ON
SOCIAL SCIENCES (p. 289).
Radovic, G., 2015. Spatial and technological design principles of mountain resort hotels.
In Applied Mechanics and Materials(Vol. 725, pp. 1063-1071). Trans Tech Publications.
Saló, A., Garriga, A., Rigall-I-Torrent, R., Vila, M. and Fluvià, M., 2014. Do implicit prices for
hotels and second homes show differences in tourists’ valuation for public attributes for each
type of accommodation facility?. International Journal of Hospitality Management, 36, pp.120-
129.

9MACQUARIE HOTEL AND THEIR ACCOMMODATION FACILITY
Scholz, P., Scholz, P., Voracek, J. and Voracek, J., 2016. Organizational culture and green
management: innovative way ahead in hotel industry. Measuring Business Excellence, 20(1),
pp.41-52.