Accor Hotel Brands Analysis: HAT303 Hotel Operation Management Report

This report provides a property portfolio analysis of two Accor hotel brands, Grand Mercure and Mama Shelter, to understand the role of operation management in hotels. It compares the brands based on provided facilities, services available, room rates, revenue streams, housekeeping functions, food and beverage outlets, and other supplementary services. Grand Mercure offers luxurious facilities targeting business class and higher-income customers, while Mama Shelter provides modern services with a focus on remarkable experiences. The analysis highlights differences in service offerings, revenue generation, and operational functions, concluding that while both brands perform similar functions, Grand Mercure offers higher quality and targets a broader customer base due to affordability.

Running head: HOTEL OPERATION MANAGEMENT
Hotel Operation Management

HOTEL OPERATION MANAGEMENT 2
Table of Contents
Introduction.................................................................................................................................................3
Property portfolio analysis of Grand Mercureand Mama Shelter................................................................3
Conclusion.................................................................................................................................................10
References.................................................................................................................................................11

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Introduction
This report involves the individual property portfolio assessment in order to comprehend the
function of operation management in the hotel. Two brands are selected from Accor hotel group
named Grand Mercure and Mama Shelter.This report makes a comparison between these two
brands on the basis of different factors. These factors may affect the operation of the hotel.
Property portfolio analysis of Grand Mercure and Mama Shelter
Grand Mercure is located in the Los Angeles city of Australia that offers elegant
accommodation. It is 5-star hotels that involve 11, 972 rooms and considers the 52 hotels. This is
considered in the brand of the Accor hotel group. This hotel is developed with the intention of
holiday and business travellers.
(Sources: Grand Mercure, 2018).
In contrast to this, Mama Shelter is a brand of Accor hotel group that is located in Los Angeles
city of Australia. It is 2-star hotel in Australia that is known for remarkable experiences. It also
provides modern services with a bar to their guest. This hotel offers friendly and sexy services to

HOTEL OPERATION MANAGEMENT 4
their guests. Both hotels are located in the central of Australia that attracts the customers (Davis,
Lockwood, Alcott, and Pantelidis, 2018). Both hotels Grand Mercure and Mama Shelter is the
difference from each other in terms of different aspects.
Provided facilities:
The guests are providedwithawider category of services with facilities at Grand Mercure that
contains 24-hour reception and room facilities, wider parking area, laundry services, and pool.
There are some other services that are offered by the hotel like daily housekeeping services,
heated rooftop spa and pool, and concierge services. The balance fitness services are offered by
the hotel such as walking, yoga and jogging maps. The healthy meal selections are offered by the
hotel with the eye-catching menu.
(Sources: Grand Mercure, 2018).
On the other hand, Mama Shelter provides different services in their hotels such as LED TV,
dryer, AC, and tea/coffee maker (Kotas, 2014). It provides expressive check-in services in their
hotel. The high internet access is offered to the customers. The front desk offers 24-hour backing
services to tourists by helping with tickers, securing valuable, and luggage.

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(Sources: Grand Mercure, 2018).
Services available:
The hotel has a bar and restaurant that provides fabulous drinks, foods and classic facilities.
Grand Mercure hotel offers 24 hours reception facilities and helps in check-in and check-out to
customers. The hotel provides a beautiful view of the skyline of Australia. The hotel has more
than 10 conference rooms and event places that can cover up to more than 50 people. This hotel
has a bar plus a kitchen. It also provides MAC corner for using internet and computer. The
customers are invited to take benefits of spa services and a fitness centre. In contrast to this,
Mama Shelter offers online check-in facility to their guests (Boella, 2017). The wireless internet
access is offered to the customer with the assistance of tour. The laundry and dry-cleaning
facilities are made available for guests.

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(Sources: Grand Mercure, 2018).
Room rates:
Grand Mercure hotel offers certain types of rooms like single, multiple, double and family
rooms. The rates of room start with AU$241. The booking could be done on the website of the
hotel and some other websites like Expedia, Booking.com, and Wotif.com. On the other side,
Mama Shelter offers two kinds of rooms such as luxury rooms, and Regular rooms. The rate of
the luxury room is premium whereas the rate of the regular room is average. The rooms can be
booked at the official site of the hotel and other websites(Hua, and Yang, 2017).

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(Sources: Mama Shelter, 2018).
Revenue streams:
The rooms are the key source of revenue for Grand Mercure. It charges different rates for the
different kinds of rooms like premium rooms, and executive and accessible rooms. The other
streams of revenue involve bars, restaurants, meeting halls, and conference. It also utilises social
media channels like Twitter, Facebook, LinkedIn, and Snapchat to get some buzz. Its restaurants
create a high amount of revenue as compared to other rooms (Kryukova and Sokolova, 2014).
The packages and discount offered by the hotel aid to create revenue. In opposed to this, Mama
Shelter creates revenue through different sources such as a bar, rooms and restaurant. This hotel
charges different rates for the premium and standard rooms. The room of the hotel occupied
because of economic prices with an excessive view of the harbour(Dzhandzhugazova, et. al.,
2015). Therefore, the rooms have an effective role to generate revenue.
Housekeeping functions:
The key function of housekeeping at Grand Mercure is to maintain cleanness. They mop, clean
and dust the bathrooms. The housekeeping staff member is accountable to eliminate trash. They
are accountable for changing and making bed sheets. They provide all the necessary items of
bathroom and towels. It is a function of housekeeping member who offers extra things that are
required by customers like extra blankets and pillows. The housekeeping staffs operate their
responsibility to decorate the hotel (Hsiao, et. al., 2014).

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(Sources: Grand Mercure, 2018).
The housekeeping staff manages the line and laundry, used the cleanliness functions and control
pest in the Mama Shelter. The housekeeping member is accountable for the whole dusting of the
hotel. The staffs of dusting are available for 24*7 operations(Huang, et. al., 2016).The staffs at
Mama Shelter not only clean room of their guests at their entrance but they keep dusting in the
hotel on daily basis.
Food and beverage outlets:
Grand Mercure has offered a lounge and wider area restaurant. It also provides advanced menus
on 24-hour basis. The restaurant provides a gorgeous view of the skyline of Australia. It permits
their guests a great experience by offering a Grilled kitchen, Wine bar, and a nice-looking
kitchen (Chen, 2018).

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(Sources: Mama Shelter, 2018).
In contrast to this, Mama Shelter served breakfast buffet every morning. A satisfying meal is
enjoyed in its restaurant. It provides tasty cuisines by utilising fresh local products. The Bar at
the hotel is friendly habitation to enjoy drinks. Mama Shelter offers buffet breakfast, dinner
option and lunch services. The alternative meal alternatives offer 24 hours a day and late-night
meal services(Grand Mercure, 2018).
Other supplementary services:
Grand Mercure facilitates Wi-Fi internet access, online check-in services, wheelchair access,
currency exchange and parking services. This hotel also facilitates early check-in and late
checkout. Grand Mercure offers free services and accommodations to the children in 16-year old
whereas sharing a room with grandparents and parents. The hotel offers family and Grand
Mercure program in which kids can stay for free, eat free and have fun at the corner of kids. The
supplementary facilities are moderately different in both the hotels(Grand Mercure, 2018). The

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Mama Shelter offers guests to address their magazine editions andfavourite newspaper. Other
supplementary facilities are LED smart TV. The hotel offers easy access to bright rail facilities.
In addition, the babysitting facilities are offered to their customers on request. The business
services are offered to their guests like conventions. The convenient shuttle facilities are offered
for airport terminal at minimum rates(Mama Shelter, 2018).
(Sources: Mama Shelter, 2018).
Conclusion
As per the above report, it can be summarised that both Grand Mercureand Mama Shelter
discharge the same functions. However, when it comes to the quality then, Grand Mercure offers
better and luxurious facilities and involves the business class and higher income. Grand Mercure
targets a larger base of the customer because of affordability. The hotel is fruitful to target more
guests.

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References
Boella, M., 2017. Human resource management in the hotel and catering industry. UK:
Routledge.
Chen, G., 2018, February. Analysis and Design of Five-Star Hotel Management Information
System Based on UML. In 2018 10th International Conference on Measuring Technology and
Mechatronics Automation (ICMTMA) (pp. 104-109). IEEE.
Davis, B., Lockwood, A., Alcott, P. and Pantelidis, I.S., 2018. Food and beverage
management.UK: Routledge.
Dzhandzhugazova, E.A., Zaitseva, N.A., Larionova, A.A., Petrovskaya, M.V. and Chaplyuk,
V.Z., 2015. Methodological aspects of strategic management of financial risks during
construction of hotel business objects. Asian Social Science, 11(20), p.229.
Grand Mercure., 2018. About us. [Online].Available at:
http://www.grandmercure.com/Destinations/Australia (Accessed: 8 September 2018).
Hsiao, T.Y., Chuang, C.M., Kuo, N.W. and Yu, S.M.F., 2014. Establishing attributes of an
environmental management system for green hotel evaluation. International Journal of
Hospitality Management, 36 (3), pp.197-208.
Hua, N. and Yang, Y., 2017. Systematic effects of crime on hotel operating
performance. Tourism Management, 60 (2), pp.257-269.
Huang, C.W., Chiu, Y.H., Tu, C.H., Luo, Z.Y. and Wang, Z., 2016. Using the nonhomogeneous
frontier two‐stage DEA model to assess the efficiencies of expense utilization and operation of
the Taiwanese hotel industry. International Transactions in Operational Research, 23(6),
pp.1067-1087.
Kotas, R., 2014. Management accounting for hotels and restaurants. UK: Routledge.

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Kryukova, E.M. and Sokolova, A.P., 2014. Assessment of efficiency of the hotel management by
a Russian company. World Applied Sciences Journal, 30(MCTT)), pp.51-54.
Mama Shelter, 2018. About us. [Online].Available at:
https://www.accorhotels.group/en/group/our-brands-and-services/mama-shelter (Accessed:
8 September 2018).