Accommodation Management: Strategies for Service Improvement & Growth

This report assesses the McQuarrie Hotel in Sydney and proposes strategies for improvement. It identifies key areas such as modernizing systems with cloud-based computing and mobile applications, expanding customer sectors to include international conferences and personal events, and enhancing service provisions. The report emphasizes the importance of technology integration, infrastructure modification, and staff training to boost customer experience and profitability. It suggests the creation of well-equipped conference halls and event spaces, along with consistent premium services, to establish the McQuarrie Hotel as a leading choice in the hospitality industry. Desklib provides access to similar solved assignments and resources for students.

Running head: ACCOMMODATION MANAGEMENT
Accommodation Management
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Table of Contents
New and Modern System.................................................................................................................2
Task 1...............................................................................................................................................2
Services provided.........................................................................................................................2
New and Modern Systems...........................................................................................................3
The use of technology..................................................................................................................3
Task 2...............................................................................................................................................4
Identifying the customer sectors..................................................................................................4
Two important sectors.................................................................................................................5
Evaluation of the sectors..............................................................................................................6
Provisions and services................................................................................................................6
Reference.........................................................................................................................................8

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New and Modern System
The McQuarrie hotel in Sydney has been facing a successful sale for twenty consistent
years (Bilgihan et al. 2014). Recently they have appointed a new consultant for regenerating the
hotel as per the present and future needs of the customers. We are running the Immediate
Consult in Sydney for more than 15 years and the hotel authority has entrusted us with the
responsibility for their analysis and improvement (Macquarie-hotel.com.au. 2017).
Task 1
Services provided
The particular hotel has a dynamic environment and they can accommodate people in
their 280 furnished rooms (Hecht, Mayier and Perakslis 2014). They have always been
successful in providing the best range of services to their guests. The guests were always
satisfied with their clean and nice rooms and they did not have any complain regarding the
location too. The music, furniture, ambience, food and the staff members are the major highlights
of this hotel. As a consultant company we are looking forward to maintain this efficiency in the
services which will pull more tourists. As per Macquarie-hotel.com.au. (2017) we have got
reviews from the guests that the bar of the hotel is the most attractive place and we are thinking
of upgrading it by improving the collection of hard drinks and bringing in more variety. Even the
guests have given good reviews about the hotel as compared to other hotels in the area which
were not at all upgraded as McQuarrie (Jian et al. 2017). It has been noticed that a lot of
technologies have made way of innovation in the hotel and restaurant business. The hospitality

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technology in this context has highlighted two areas of profit and the way they are shaping the
industry of hospitality in the future.
New and Modern Systems
When we were appointed by the hotel for reviving their services, the first task that we did
was to check on the available services of the hotel. A team was then set up to gather information
about the recent trends in the hotel industry which would be helpful in making the hotel
successful and profitable. Our team has been successful in gathering relevant data about the
trending systems in the hospitality industry. In the year 2015, an average of 4.9% hotel revenue
was allocated to the IT budget as it was seen that IT investment in hospitality sector is
comparatively low as compared to other sectors (Luo and Qu 2016). The most common form of
it is to use the social media to increase the revenue of the hotel as well as to survive in the
competitive market. The use of social media can be done from ordering food to the booking of
rooms. This is the new and innovative method is used in this particular platform.
The use of technology
Among the modern systems, cloud – based computing has become popular in the
hospitality sector (McManus 2013). As per our advice McQuarrie has already started
implementing this system and we are looking forward to its effectiveness. We consulted with the
hotel authority and told them the biggest advantage of this system is cost. Previously they were
used to the traditional way of property management which were expensive and became obsolete.
McQuarrie Hotel authorities were glad with this new system as they could allow remote login
any time for real time access and also helped in mobile guest journey, distribution management

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and automated tasks. The industry is making use of the robotics. It can be ranged from the hotel
employees to marketing guru the artificial intelligence is becoming more integrated within
different hotels and innumerable restaurants. The use of intelligent robots makes the work faster
and it improves the profitability of the hotels. It improves the satisfaction of the customers and
makes it feasible for them. It adds up to better services of the hotels and it definitely increases
the profit of the organization.
We have also advised McQuarrie Hotel to change their operations totally in mobile
applications. With this new system they are able to provide data to any device at any moment.
The hotel management was excited to know that they will be able to combine relevant
information about their guests’ stay and sell customized products by promoting various offers.
On the other hand, we were also happy to be able to help McQuarrie hotel for boosting up their
customer experience by gaining access to data at any point of time in any device to connect with
the guests in their preferable method of communication. With the use of cloud- based
management system, Hotel McQuarrie got the freedom to work with a number of different
vendors which they could not do using traditional software. It was however found that the
Tokyo-based Bespoke, Inc. was about to launch the Japan`s first artificial intelligence (AI) in
two historical hotels. It works through a combination of human chat services and AI that presents
information for all of Japan from the exclusive database (Hospitalitytech.com. 2017).
Task 2
Identifying the customer sectors
When we helped the hotel by providing information about the modern trends they wanted
us to contribute more in terms of their services. We were assigned with the task of identifying

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the new customer sectors so that they can be aware of the necessary accommodation for the
various new sectors.
After reviewing the history of the hotel, we were able to find out that the hotel
accommodates only families, corporate clients, leisure guests and international tourists but they
have no provision for holding international conferences or seminars (Macquarie-hotel.com.au,
2017). This is a new sector in the hotel industry and has been adopted by a number of hotels to
improve their performance and set up a reputation in the market.
Another sector can be arrangement of personal events such as arranging birthdays,
weddings or anniversary. The details of the two sectors have been given below.
The guests are found to use their room as an office and also as their home. The only way
to make the customers loyal is to make the experience of the customers more satisfied with some
innovative facilities and to make their experience memorable. It can include the access of the TV
so that it can be easier for them to hook up their laptop or ipad to play movie and to have some
entertainment. It can also enable them to charge their phones and other electronic devices.
Two important sectors
The two main sectors have been identified by our group which needs to be worked upon
for sending McQuarrie hotel to the peak of success. One, they need to make modification in the
infrastructure so that they can arrange international conferences and seminars. For that reasons
they will also need to look into the matter that they have the provisions for accommodating a
large population. The hotel has always provided the best accommodation and food to their guests
and they will have to keep consistency in that (Patiar and Mia 2015).

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They are lagging behind in providing arrangements for birthdays, anniversaries and
weddings. If they start hosting these events then they will be valued in the market for providing a
variety of scope to their guests. We have consulted with the hotel authorities to arrange for these
events which will require certain modifications in their infrastructure and services.
Evaluation of the sectors
We had arranged for a meeting with the officials of the McQuarrie hotel to discuss about
the new sectors that need to be introduced for improving their performance. We have told them
that their infrastructure need to be modified and they should also make the utmost use of
technology in order to connect with the customers smoothly. We suggested them to make a well-
equipped conference hall which will be able to accommodate a lot of people. The conference hall
will be provided with the latest technologies of audio- visual system and automated services.
There will be internet facilities inside the hall thus making it the most upgraded hall suitable for
conducting high level seminars.
Our organization has an experience of more than fifteen years and we have seen that with
the increase in the number of facilities in a hotel they are able to make more profits in the
business. That is why we have suggested them to make spaces available for arranging birthdays,
weddings and anniversaries. In this way, the particular hotel will be able to improve their
performance and they will become popular in the hospitality industry (Rahimi and Kozak 2017).
Opportunities will be provided to them for their new and improved services and this will enhance
the customer experience.

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Provisions and services
We informed the McQuarrie hotel that modifying the infrastructure is not sufficient for
improving their performance. They also have to continue with their best services that they have
provided consistently. The new staff members will have to be trained properly so that they can
adapt to the new systems of accommodation and facilities (Rittinghouse and Ransome 2016).
With the creation of the most modern infrastructure integrated with premium services from well-
mannered staff members and the use of latest technology will help McQuarrie hotel to become
one of the most chosen hotel in the industry (Tovmasyan 2017).

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Reference
Bilgihan, A., Okumus, F., Nusair, K. and Bujisic, M., 2014. Online experiences: flow theory,
measuring online customer experience in e-commerce and managerial implications for the
lodging industry. Information Technology & Tourism, 14(1), pp.49-71.
Hecht, H., Mayier, M. and Perakslis, C., 2014, March. Pervasive connectivity: The thriving hotel
of the future. In Pervasive Computing and Communications Workshops (PERCOM Workshops),
2014 IEEE International Conference on (pp. 357-363). IEEE.
Jian, M.S., Fang, Y.C., Wang, Y.K. and Cheng, C., 2017, February. Big data analysis in hotel
customer response and evaluation based on cloud. In Advanced Communication Technology
(ICACT), 2017 19th International Conference on(pp. 791-795). IEEE.
Luo, Z. and Qu, H., 2016. Guest-defined hotel service quality and its impacts on guest
loyalty. Journal of Quality Assurance in Hospitality & Tourism, 17(3), pp.311-332.
Macquarie-hotel.com.au. (2017). Macquarie Hotel. [online] Available at: http://www.macquarie-
hotel.com.au/ [Accessed 2 Dec. 2017].
McManus, L., 2013. Customer accounting and marketing performance measures in the hotel
industry: Evidence from Australia. International Journal of Hospitality Management, 33,
pp.140-152.
Patiar, A. and Mia, L., 2015. Drivers of Hotel Departments' Performance: Evidence From
Australia. Journal of Human Resources in Hospitality & Tourism, 14(3), pp.316-337.

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Rahimi, R. and Kozak, M., 2017. Impact of customer relationship management on customer
satisfaction: The case of a budget hotel chain. Journal of Travel & Tourism Marketing, 34(1),
pp.40-51.
Rittinghouse, J.W. and Ransome, J.F., 2016. Cloud computing: implementation, management,
and security. CRC press.
Tovmasyan, G., 2017. The models of assessing the quality of hotel services and its application in
the RA. American Journal of Sociology, p.2266.
Hospitalitytech.com. (2017). The Future of Hospitality | News | Hospitality Magazine (HT).
[online] Available at: https://hospitalitytech.com/future-hospitality [Accessed 11 Dec. 2017].