Practices of Major Australian Hotel Chains: Metro Hotels Evaluation

This report provides an evaluation of the practices of major hotel chains in Australia, using Metro Hotels as a case study. It begins by outlining key benchmarks and best practices in the hotel industry, including maintaining strong customer relations, effective online reputation management, proper staff management, and the adoption of innovative technologies. The report then assesses Metro Hotels, highlighting its focus on customer satisfaction, its use of social media for reputation management, its staff training programs, and its adoption of new technologies. The analysis draws on various sources to support the evaluation, offering insights into the hotel's operations and strategies. The report concludes with a list of references used in the evaluation.

Draft on the evaluation
of Hotel Chain in
Australia

Table of Contents
Topic: Evaluation of practices of the major Hotel Chain in Australia. A case study on Metro
Hotels...............................................................................................................................................1
Benchmark and best practise in Hotel Industry......................................................................1
Evaluation of the practices of the major Australian Hotel chain............................................1
REFERENCES................................................................................................................................2

Topic: Evaluation of practices of the major Hotel Chain in Australia. A case
study on Metro Hotels.
Benchmark and best practise in Hotel Industry
The key practises and benchmarks for any orgnisation operating in the hotel industry are
provided as follows (Best practices for efficient hotel management and operations, 2019):
Maintaining good Customer Relations with guests- The main focus for hotel managers
should be on their guests and customers and should always make all possible efforts and strive
to fulfil the need of customers and should also review the feedback provided by its guest for
having improvement in future.
Online Reputation Management- The another good prcatises in Hotel Industry consist of
effective management of reputation through use of online and digital modes as for any hotel the
biggest asset and strength is its reputation and brand image that attract larger number of
customers. Thus, effective use of social media and other internet and online services are become
vital for hotel industry to have more effective marketing and promotion in order to enhance and
manage its brand reputation (Patiar, 2016).
Staff Management- It is also key practises for orgnisation in hotel industry as employees
are there greatest strength that plays a vital role in meeting expectations and fulfilling needs of
customers. Thus, it becomes more vital for hotel industry to provide regular training to sharpen
and properly manage skills and competencies of staff to ensure better services and enriched
experience for customers and guests.
Adopt Innovative Technology- Hotel industry is considered as one of the most dynamic
sector thus, regular implication and adoption of innovative and better technology is vital for
organisation in order to maintain its success and better performance (Dhirasasna, Becken and
Sahin, 2020). Thus, hotels should keep on focusing on adopting innovative and better
technologies where possible in order to attract hotel guests and drive their business forward.
Evaluation of the practices of the major Australian Hotel chain
Metro Hotels is a well known Australian Hotel chain that was founded in the year 1976
and having its headquarter in Sydney, Australia. This hotel chain of Australia is having around
15 hotels and 2 pubs at multiple and diversified locations of Australia and also having its
business operations in other parts of world across the globe. It has been evaluated that for Metro
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Hotels its customers are their first priority are completely focused on providing them best
services and fulfilling their needs (Hussain, Al-Aomar and Melhem, 2019). Thus, it can be
evaluated that the best practises and benchmarking of Metro Hotels chain also consist of
maintaining good Customer Relations with guests.
Further, it has been also evaluated that management of goodwill and reputation is also
done by Metro hotels chain through better use of social media and other online modes in order to
enhance their reputation and goodwill to attract larger number of customers. Beside this, best
prcatises of Metro hotels chain also consist of proper management of staff through providing
regular training and learning programmes in order to enhance their skills and competencies.
Furthers, it has been evaluated that implication and use of innovative and new technologies is
also seen in Metro hotels chain in order to provide better services and customers experience to its
guest (Morozova and et. al., 2017).
REFERENCES
Books and journal
Dhirasasna, N., Becken, S. and Sahin, O., 2020. A systems approach to examining the drivers
and barriers of renewable energy technology adoption in the hotel sector in Queensland,
Australia. Journal of Hospitality and Tourism Management. 42. pp.153-172.
Hussain, M., Al-Aomar, R. and Melhem, H., 2019. Assessment of lean-green practices on the
sustainable performance of hotel supply chains. International Journal of Contemporary
Hospitality Management.
Morozova, L.S. and et. al., 2017. Formation and Development of Transnational Hotel Chains in
Modern Environment. Journal of Environmental Management & Tourism, 8(2 (18)),
p.319.
Patiar, A., 2016. Costs allocation practices: Evidence of hotels in Australia. Journal of
Hospitality and Tourism Management. 26. pp.1-8.
Online:
Best practices for efficient hotel management and operations. 2019. [Online] Available
Through:< https://www.hoteliga.com/en/blog/best-practices-for-efficient-hotel-
management-and-operations>.
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