Industry Report: Analysis of Park Hyatt Melbourne and Marriott Hotels

This industry report provides a comprehensive analysis of service standards within the hospitality sector, focusing on two prominent establishments: Park Hyatt Melbourne and Marriott International. The report delves into the Food and Beverage (F&B) service standards, comparing aspects like mise en place, table service, and billing methods. It also examines the Rooms Division, exploring housekeeping safety procedures and the application of Maslow's hierarchy of needs in the concierge department. Furthermore, the report assesses culinary techniques and standards, including kitchen organization and the benefits of HACCP compliance. Finally, it investigates the use of hospitality business software applications, analyzing their effectiveness and potential for integration. The report offers recommendations for improvement across various aspects of hotel operations, aiming to enhance service quality and overall performance. The report also includes an introduction, background of the writer, scope and limitations to provide context for the analysis.

INDUSTRY REPORT

TABLE OF CONTENTS
1.0 INTRODUCTION.....................................................................................................................1
1.1 Aim or Purpose.................................................................................................................1
1.2 Background of the writer..................................................................................................1
1.3 Scope................................................................................................................................1
1.4 Limitations........................................................................................................................1
2.0 Property and Position Overview................................................................................................2
2.1 Property or establishment overview.................................................................................2
2.1.1 Park Hyatt Melbourne Hotel.....................................................................................2
2.1.2 Marriott International................................................................................................2
2.2 Position overview.............................................................................................................2
3.0 Foods and Beverage (F&B) Service Standards.........................................................................3
3.1 Comparing service standards in Park Hyatt Melbourne and Marriott Hotel with reference
to food and beverage department...........................................................................................3
3.2 Identifying and describing of ways through which both the establishments evaluate staff
and management to ensure consistency improvement of hotel brand....................................5
3.3 Recommendations............................................................................................................6
4.0 Rooms Division Service Standards............................................................................................6
4.1 Listing and explaining two housekeeping guests' safety and security process along with
significance in relation to guests as well as hotel...................................................................6
4.2 Discussing significance of Maslow's hierarchy of needs along with its application in
concierge department of selected establishments...................................................................8
4.3 Recommendations..........................................................................................................10
5.0 Culinary Techniques and Standards.........................................................................................10
5.1 Kitchen organisational structure used for staffing..........................................................10
5.2 Benefits of HACCP and its compliance with both the properties. ................................11
5.3 Recommendations..........................................................................................................12
6.0 Hospitality Business Software Applications............................................................................13
6.1 Two examples of the application of spreadsheet software in use as well as analysing
effectiveness of these within workplace...............................................................................13

6.2 Assessing connectivity, if any, of the spreadsheet software in use and proposing advises of
ways through which they could be connected, applied as well as utilised via network of the
hotel......................................................................................................................................14
6.3 Recommendations..........................................................................................................15
REFERENCES..............................................................................................................................16

1.0 INTRODUCTION
1.1 Aim or Purpose
At the workplace of every company of each industry strong management is highly
mandatory. The reason behind this is that, proper and effective management helps to the firm for
making overall business process very smooth. Along with this, able to utilise available resources
in optimum direction so that, it can enhance sales, profit and performance in the industry. In the
current project hospitality sector is taken into consideration where analysis and research of them
is to be done. Basic aim of the study is to analyse service standards of different areas of the hotel
along with business software application. Considering to the analysis of two hotels or
establishments appropriate suggestions are given which will support to enhance standards and
performance in the market. For the present project, Park Hyatt Melbourne and Marriott these two
hotels are taken into consideration.
1.2 Background of the writer
A person who carry out overall research in proper way and complete the study is known
as writer of the project. The present assignment is completed by a person who belongs from hotel
management course. Due to completing study in this area, he or she easily able to conduct proper
research and give suitable suggestions to both the establishments.
1.3 Scope
The study will be supportive for other writers and researchers to determine analysis about
Park Hyatt Melbourne and Marriott Hotel. Further, it consists of some appropriate
recommendations which will be supportive for both the hotels in order to make business process
highly strong. Therefore, easily able to provide better services and enhance performance within
hospitality industry worldwide (Davis and et.al., 2013).
1.4 Limitations
The present assignment is very beneficial for every reader to determine information about
Park Hyatt Melbourne and Marriott hotels. However, it has some drawbacks which is like
research consumes more time of the writer. Apart from this, some difficulties are faced for
acquiring specific and proper information about both the hotels which is another limitation of the
project.
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2.0 Property and Position Overview
2.1 Property or establishment overview
In order to complete the present assignment basically two hotels or establishments are
used which operate globally. These two hotels are like Park Hyatt Melbourne and Marriott
International which described below:
2.1.1 Park Hyatt Melbourne Hotel
Full name of the first selected hotel is Park Hyatt Melbourne which comes under Hyatt
brands where several hotels included. Type of this firm is public where it listed as well as traded
in NYSE stock market. It operates in hospitality industry where it has presence in global market.
This is situated across the world and headquarter is at Hyatt Centre Chicago, Illinois, United
States. It was founded and established on September 27, 1957 US. Key people of this chosen
hotel are Thomas J. Pritzker and Mark S. Hoplamazian who are Executive chairman and
President as well as CEO respectively. When looking at the branding position then it has huge
brand name across the globe with various different brands (Park Hyatt Melbourne, Melbourne.
2016). As per the survey of fiscal year 2015, total 96,627 employees are working in Park Hyatt
Melbourne Hotel.
2.1.2 Marriott International
Another establishment chosen for the project is Marriott hotel which has full name i.e.
Marriott Internationals, Inc. This is a public company and listed in three different stock markets
of the world. Apart from this, it operates in hospitality industry and provides its products and
services worldwide. Marriott is located in the world where headquarter located in Bethesda,
Maryland, United States. It was founded by J. Willard and Alice Marriott on 1927 or 90 years
ago in Washington, D.C., U.S. When considering to branding position then it has higher level of
brand name in hospitality sector worldwide with 30 hotels brands (Marriott International -
Corporate Overview, 2017). Number of people employed in Marriott hotel are 199,929 in
accordance with survey of July 2013.
2.2 Position overview
In order to place and get job in anyone of both the hotels, cooking department is taken
into account. The reason behind this is that, course of hotel management related to cooking is
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completed by the candidate. Apart from this, position of chef is considered where cooking
process of particular kind dishes will be completed within hotel after placing at there.
3.0 Foods and Beverage (F&B) Service Standards
3.1 Comparing service standards in Park Hyatt Melbourne and Marriott Hotel with reference to
food and beverage department
In order to provide products and services among customers, companies use wide range of
techniques and tools. Along with this, by setting standards and values also the services offered
up to the users. Being firms of hospitality industry it is necessary to provide higher quality of
goods and services among consumers. The reason is that, these things enhance level of
satisfaction of the customers up to a great extent. The selected two establishments i.e. Park Hyatt
Melbourne and Marriott offer better quality of services among consumers using different ways
and standards. On the basis of the current section, service standards of these both the firms are
segregated by considering base of food and beverage outlet (Powell and Nguyen, 2013). For
making this comparison an effective and clear some bases are taken into account. Further,
segregation of food and beverage service standards of Park Hyatt Melbourne and Marriott is
stated below:
Basis of comparison Park Hyatt Melbourne Hotel Marriott Hotel
Mise en place In order to prepare dishes this
company checks quality of all the
ingredients required. Further,
standard of raw materials is
evaluated by professional chef.
Once dish completed then taste
and quality is analysed before
serving to customers.
This particular firm firstly check that
needed ingredients for cooking
specific dish has vitamins, proteins
and other required things or not.
Moreover, hygienic level is to be
analysed of ingredients before
preparing dish. At the time of
serving to consumers, cooked dish is
tasted by chef himself.
Setting and clearing
tables
In this hotel, tables are cleaned
after food taken by the customers.
Further, arrangement of tables is
Herein, cleaning of tables is done
when customers taken food and
when start to take food both.
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in pair of six is at here
(AbuKhalifeh and Som, 2012).
Further, tables arranged in pair of
two and four both.
Styles of service Style of F&B service provided by
Park Hyatt Melbourne is table
service where waiter gives menu
to customers and serve required
foods.
This provides two kinds of F&B
services to consumers which are like
table and American or plate both
services.
Styles of clearing Herein, plates and tables are
cleaned using proper liquid by
snipers.
At the workplace of this hotel, tables
and plates cleaned with the help of
effective liquid by snipers.
Order taking Order of F&B taken within Park
Hyatt Melbourne hotel by waiters
after entering customers.
This company taking food order
when customers sit on tables and
take some water.
Expectations of
carrying and clearing
plates
Pair of two plates carrying and
clearing by snipers. Further, plates
provided among users are very
clean.
Further, maximum three plates
carrying and then clearing one by
one in proper direction (Powell and
et.al., 2013).
Glassware hygiene Level of hygiene in Park Hyatt
Melbourne hotel of glassware is
very high.
Looking at here then glassware are
highly hygiene because of made by
higher quality of glasses.
Customer greeting
technique
This firm welcome and greet
customers by proving water and
cup of tea or coffee.
Consumers are greeted in Marriott
Hotel by offering water and starters.
Billing methods It uses bill as check and separate
bills method for completing billing
procedure.
Pre-paid and bill with order these
two methods used at here.
Wine service
procedures
Herein, waiter gives bottle of
wines and glasses both up to the
Whereas, in Marriott hotel waiter
serves wines by preparing wine peg
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tables of customers. Further,
proportion or consistency of
alcohol and water is instructed to
them.
in proper consistency of water and
alcohol both (Chriqui and et.al.,
2013).
Coffee and tea
service
Park Hyatt Melbourne hotel serves
hot and cold both kinds of coffees.
Apart from this, different varieties
of teas offered.
Herein, along with hot and cold
coffees as well as teas Marriott hotel
serves Cappuccino also among
consumers.
3.2 Identifying and describing of ways through which both the establishments evaluate staff and
management to ensure consistency improvement of hotel brand
When an enterprise operate in specific industry or market then go for analysing outcomes
and performance. Basic reason behind this is that, it helps to entrepreneur and owners that
company is whether in profitable situation or not. Therefore, management able to know that
which kinds of strategies are required to implement on the workplace for enhancing
performance. For this, generally performance of employees and management both are analysed
so that overall business position can be determine in an appropriate manner. As per the current
case, Park Hyatt Melbourne hotel and Marriott International both establishments use some ways
to determine that firm improving on consistent basis or not (Buted, Felicen and Manzano, 2014).
These both the companies apply different methods for analysing this specific condition which are
identified and described below:
Park Hyatt Melbourne Hotel
To assess that consistency improvement arisen in the hotel or brand, Park Hyatt
Melbourne Hotel considers major three things. Very first method used by this firm is 360 degree
feedback where it takes review from all the employees properly. Herein, all the workers have
chance to submit their views and contribution towards the firm. Apart from this, reviews and
contribution within the enterprise of other employees are also submitted by the workforce. On
the basis of this, management able to determine that up to which level they are performing and
contributing in the business. As per this method, questionnaire prepared and distributed among
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employees which is highly effective method for analysing business performance (Rudolph,
2017).
Second method applied by Park Hyatt Melbourne Hotel is checking quality of work
completed by the employees. When they deliver the works assigned to them with higher quality
within deadline that better performance is to be commented. Apart from this, it analysing
punctuality and efficiency of the workforce. Further, methods used by this company are highly
effective. However, it not uses any kind of quantitative measurement for analysing performance
of business and management within hospitality industry.
Marriott International
Looking at the Marriott Hotel then it can be assessed that, it considered major two
method to evaluating management and performance of the company. First method used by it is
quantitative evaluation where it measures various kinds of financial information. For that, it uses
financial statements and compute several standards in against to the employees. Some
quantitative standards taken into consideration which help to assess efficiencies of staff are like
cost, time, income, profit, return on investment, market share, productivity etc (Shepherd, 2016).
Second method used by Marriott Hotel is Peer review where talent, qualification and skills of the
employees are taken as a base. If the workforce is highly qualified, skilled as well as talented as
consistent improvements will occur in the hospitality industry.
3.3 Recommendations
 Considering to the above analysis it can be advised to Park Hyatt Melbourne Hotel that it
should provide very higher quality of services among users. Along with this, it should
offer additional and innovative kind of coffee, tea and other services of F&B outlet.
 Further, management of Marriott Hotel requires continuing with existing products by
making some innovations in it.
 Apart from this, Park Hyatt Melbourne Hotel needs to use quantitative evaluation to
analyse staff and management so that it can easily able to determine outcomes in against
to financial resources incorporated. This particular method relied with analysis of
different financial data and statements of the business.
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4.0 Rooms Division Service Standards
4.1 Listing and explaining two housekeeping guests' safety and security process along with
significance in relation to guests as well as hotel
A part or department of hotel which takes care about cleaning the guests room, provide
safety as well as security to guests is considered as housekeeping. At the workplace of both the
selected firms, some methods are used by housekeeping for providing safety and security to
guests. Further, these are described below:
Procedure of housekeeping guests' safety
Those conditions which occurrence can be predicted at the workplace of an enterprise are
come under safety. In accordance with this, hotels have idea that particular situation can be came
into consideration within business and affect to guests' satisfaction level. To provide proper
safety to housekeeping guests' management of Park Hyatt Melbourne and Marriott both hotels
using same kind of process. They provide locker system to the guests where customers able to
secure their luggage and some valuable items. Furthermore, hotels doing close supervision on
key control programmes which helps to protect the guests (Seal, 2017). Housekeeping manager
of both establishments provide adequate level of training to employees for making solution if any
theft occurred. The reason is that, when this particular condition comes into consideration then
clients feel insecure. Apart from this, proper cleaning of rooms and wash areas of rooms is also
done using cleansers. On the basis of this, proper and healthy environment will be created where
health related issues not have to face to housekeeping guests. Moreover, proper record of all the
things is maintained by them which helps to provide proper safety to the guests of both the
hotels.
Procedure of housekeeping guests' security
Situations of the firm which occurrence within workplace cannot be predicted or
estimated where security is provided by the hotels to guests. In order to provide appropriate
security among customers, Park Hyatt Melbourne and Marriott hotel uses some equipments and
procedures which are highly effective. Herein, if electricity gone suddenly then proper
alternatives are used by them so that guests will not feel insecure. Two or three employees are
recruited with fix duties as well as responsibilities which are related to security of them. In
addition to this, if any bomb threat come into consideration within hotels then managers of both
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establishments considering proper precautions and measures (Safety, Security and Housekeeping,
2010). Apart from this, fire can take place at any time in Park Hyatt Melbourne and Marriott
hotels where uses basically two systems. Such methods of fire protection are like portable fire
extinguisher and stationary fire fighting system. These both the techniques are highly effectual
where any housekeeping guests' not burn through fire. Therefore, they will feel that, hotels
providing proper security to them.
Significance of safety and security in relation to guests and hotel
When services of this specific functions are highly proper and adequate then satisfaction
level of customers will enhance up to a great extent. Therefore, Park Hyatt Melbourne and
Marriott Hotels will become capable for attracting huge numbers of customers and improve
performance in hospitality industry. Further, it can be said that safety and security is beneficial
for guests' to live safe and secure in the hotels. On the other side, hotel able to attract more
people which leads to boost up market share in hospitality industry worldwide (Ransley and
Ingram, 2012). Ultimately. Capability of generating sales revenue and become financially sound
will be improved up to a greater extent.
4.2 Discussing significance of Maslow's hierarchy of needs along with its application in
concierge department of selected establishments
A function of hotel which fulfils extra or additional needs and requirements of customers
or guests is considered as concierge department. On the basis of this, clients easily able to
complete their extra needs and fulfil demands in proper manner. In this particular kind of
department of the hotel, an employee is recruited which helps to guest for completed their
additional needs. Extra requirements are like taking guidance for the best place to visit, the best
restaurant, theatre to watch movie etc. For assessing this particular things Maslow's hierarchy
theory is to be taken into consideration in this section. The reason is that, it consists of various
needs which enhance one by one of employees and guests both. This particular discussed theory
is highly significant for the hotels because it helps to meet needs and requirements of the
employees and customers both properly (Mensah and Dei Mensah, 2013). As needs as well as
demands of guests' fulfilled properly then they will think that hotel is highly appropriate.
Moreover, their level of satisfaction will be enhanced up to the higher extent. Once people who
consumed services of concierge department of Marriott and Park Hyatt Melbourne then will
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propose to others for taking services of these. Hence, it can be said that, needs explained by
Maslow's hierarchy are supportive for selected establishments for satisfying customers and
attracting them. Therefore, brand image will be enhanced in hospitality sector worldwide which
leads to imrove market share and profitability position across the globe.
The theory of Maslow's hierarchy comprises with basic five needs. These all the needs
are always demanded by clients of Park Hyatt Melbourne Hotel and Marriott International.
Further, as one need of the clients is fulfilled by the hotels then second arisen and so on.
Moreover, total five needs of customers of hotel as per the maslow's hierarchy are discussed
below:
Illustration 1: Maslow's hierarchy theory of needs
(Source: Jaume, 2014)
1. Physiological needs: It is utmost need of clients where they demand for some basic and
important facilitates. For example: Air conditioning, heating, water, internet services i.e.
wi-fi, clean rooms etc.
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