HAT303 Accommodation Management: Macquarie Hotel Case Study - Sydney

This case study delves into the accommodation management strategies of the Macquarie Hotel in Sydney, following its acquisition by new owners. The study addresses the new owner's goals of revitalizing the hotel to meet evolving customer needs and enhance profitability. It explores the implementation of modern systems to improve customer experience and operational efficiency, including advanced door locking systems, data maintenance systems, and online booking platforms. The study also analyzes different customer segments, such as corporate clients, families, international guests, and leisure travelers, and recommends tailored accommodation facilities and services to cater to their specific needs. Key aspects of accommodation, including tax mastering, floor management, room standards, and housekeeping, are discussed to highlight their impact on the hotel's reputation and customer satisfaction. The case study concludes by emphasizing the importance of customer-centric strategies and innovative practices in driving revenue generation and ensuring the long-term success of the Macquarie Hotel. Desklib provides access to this document and other solved assignments for students.

Running head: ACCOMMODATION MANAGEMENT OF MACQUARIE HOTEL
ACCOMMODATION MANAGEMENT OF MACQUARIE HOTEL
Name of the Student
Name of the University
Author Note

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ACCOMMODATION MANAGEMENT OF MACQUARIE HOTEL
Executive Summary
The report has shed light on the possible changes that Macquarie needs to maintain for the better
development of their hotel. Customer satisfaction is the ultimate need Macquarie wants and their
new administration has changed some existing process to new process so that customers get
enough chances to rejoice the facilities given by the hotel. In this report, better customer
experience and accommodation facilities are mentioned for the improving profitability of the
organization. There are certain customer sectors and systems have been invented by Macquarie
so that customers can get possible satisfaction from the hotel.

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Table of Contents
Introduction......................................................................................................................................3
TASK 1............................................................................................................................................3
Implementation of Modern systems............................................................................................3
Better Customer Experience........................................................................................................4
TASK 2............................................................................................................................................5
Different customer sectors...........................................................................................................5
Accommodation facilities............................................................................................................6
Conclusion.......................................................................................................................................6
References........................................................................................................................................7

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ACCOMMODATION MANAGEMENT OF MACQUARIE HOTEL
Introduction
Accommodation management is the most important section of a hospitality sector as this
section is important for the customer satisfaction and influence better need for new systems. In
case new planning and the new administration, engagement of new customers is the concern
issue for the development of the hotel. In this report, Macquarie has decided to change their
owners and the person has implemented some new innovations and determines some new ideas
so that dynamic changes in customer maintenance can be sustained (Macquarie-hotel.com.au
2017).
TASK 1
Implementation of Modern systems
The new management has decided to change some existing system and try to implement
something new. The advanced computerized system of door locking and data maintenance has
been implemented by the hotel authority. As soon as the customer locks the door the system
automatically locked the door from its own, and when the client wants to reopen the door there is
a special code that has to be provided by the management, would unlock again. This innovative
process is the best security policy that provided by the hotel authority and customers are quite
happy to access this opportunity (Ho 2017). The new data maintenance system showcases the
entire billing of the customer in their room. The process can be calculated as soon as the client
check in the room their monetary calculation is in under process and the client can see the
amount in the speculated room as a computerized screen is attached within the room and all the
food, laundry, and transport system that used by the customers will enhance the monetary

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amount as the customer can see this amount on his own (Macquarie-hotel.com.au 2017).
Management is so transparent in that case and customers have not to ask for the total amount of
the authority as the amount has already sum up and stated the figure as soon as the customer
checked out. Along with this two facilities the room management, report management, analyze
the customer feedbacks are the key issues that need to be concern from the organization
perspective (Rahimi and Kozak 2017). There is an online room booking system that needs to
introduce by the hotel management team to make sure about the progression of technological
facilities in business.
Better Customer Experience
Customers are impressed by the hotel review system so better customer handling is the
key aspect that needs to be maintained by the hotel management. Thus good review enhances the
revenue generation of the hotel as more people accumulate there and enjoy the facility provided
by the hotel. For the better customer experience, Macquarie has to provide some selected
package for the customers and these packages allow some discounts rates that attract customers
for accommodating the place. There are lots of payment options also available for the customers
so that they have not to get harassed in any kind of situation (Srinivasan and Karmakar 2014).
Customers will get their full payment at the time of cancellation. This will enhance the better
customer experience as the new innovative measures can reflect the customer satisfaction rate. A
legitimate website has to maintain the organization and there a good amount of information has
to be given. For the better customer experience phone booking, night booking facility and
transparent cancellation policies are needed to be amended so that customers can get more
effective facility by the organization (Nieves and Segarra-Ciprés 2015).

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TASK 2
Different customer sectors
Customer sectors can be segregated into four types where the need of each customer is
different and that showcase the urgency of the customer as well. Corporate clients are one of
those customers who need a hotel room for any kind of meeting so a comparatively less noise
floor is being given to the client so that no disturbance is placed during the meeting. As the
meeting is a formal way of presentation thus drinks and beverages can be delivered so that client
can enjoy the meeting and also understand the quality of the hotel and their segregation identities
(Flores 2014). There are some families those spend their holidays in the hotel and they have
children who love to play in ground or love to swim, thus for them, family rooms rather big
rooms are provided, where grounds, swimming pools are available for peoples. Most of the
cases, a proper dinner with lots of deserts are provided to them as most children like this. On the
other hand, if international clients checked in the hotel then the management must try to know
the origin of these people and try to deliver those kinds of food, they are accustomed to. Their
culture and tradition maintenance is the most important aspect of the organization and for that
reason, the treatment also gets differ for both the cases. Their food culture is completely different
from the host nation so international food items must be delivering to those clients and that
showcase the better reputation of the hotel (Dzhandzhugazova et al. 2015). In case of leisure
guests, the organization policy must be different as the hotel has to understand necessitate of
those clients and deliver as they expect from the Macquarie. The business positioning must be
determined by the effective changes that have been made by the organization and if Macquarie
has segmented their customer segmentation then customers get much satisfaction by the service
and more revenue can be generated.

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Accommodation facilities
In case of accommodation, the prior things that can enhance the organizational reputation
are tax mastering, floor management, room standard, housekeeping, large space in rooms, air
availability, cleaning and trustworthiness of the hotel, food and the functional activity (Ivanova,
Ivanov and Magnini 2016). These are concern aspects to be a best hotel in business market. In
case of accommodation there are some seasonal shopping card delivered at the time of booking
where clients can a get a good amount of discount in shopping (Nimri, Patiar and Kensbock
2017). There are business boost packages are needed to be available for the business clients they
can use the promotional code for the better packaging. In case of innovative accommodation,
Macquarie can organize a vacation planning segment where people come to enjoy the hotel for
one week at a low rated price and these customers also get good facilities from Macquarie
(Macquarie-hotel.com.au 2017). There must be a special accommodation process for the senior
members, where they have to be allocated at the ground floor so that they have not put their
effort to get up and down. Their food taste must be different from them and the hotel has to
maintain that for them. Thus, all the accommodating processes are concerned and the benefits for
the customers (Ivanov, 2014). Macquarie has to implement all the possible aspects to change the
dimension of the hotel and accumulate more customers to get more revenue in their business.
Conclusion
Therefore it can be concluded that customer facility is the major concern for Macquarie
and the new management takes this challenge to improve customer satisfaction and provide the
best service to their customers. Thus Macquarie has to impose some innovative manners in the
hotel by which people have got attracted by the facility and that provide the improvement in their
level of revenue generation.

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References
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.
Flores, M., 2014. Optimization of hotel reception and accommodation service management for
guests with disabilities. Review of Disability Studies: An International Journal, 2(2).
Ho, V., 2017. Giving offense and making amends: How hotel management attempts to manage
rapport with dissatisfied customers. Journal of Pragmatics, 109, pp.1-11.
Ivanov, S.H., 2014. Hotel revenue management: From theory to practice. Browser Download
This Paper.
Ivanova, M., Ivanov, S. and Magnini, V.P. eds., 2016. The Routledge handbook of hotel chain
management. Routledge.
Macquarie-hotel.com.au 2017 Macquarie Hotel retrieved from: http://www.macquarie-
hotel.com.au/ [Accessed on 30th November 2017]
Nieves, J. and Segarra-Ciprés, M., 2015. Management innovation in the hotel industry. Tourism
Management, 46, pp.51-58.
Nimri, R., Patiar, A. and Kensbock, S., 2017. A green step forward: Eliciting consumers'
purchasing decisions regarding green hotel accommodation in Australia. Journal of Hospitality
and Tourism Management, 33, pp.43-50.
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.

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Srinivasan, S. and Karmakar, A., 2014. Changing perception of students towards hotel
management course while pursuing the course. International Journal of Informative & Futuristic
Research, 1(9), pp.101-114.