THE101: Case Study Report on Pullman Sydney Hyde Park Hotel Operations

This report provides an in-depth analysis of the Pullman Sydney Hyde Park Hotel, focusing on its history, current operations, and interactions with other organizations within the hospitality, event, and tourism industries. The report highlights practical examples of the hotel's collaborations with event management companies and its role in supporting community events. It further explores the impact of socio-cultural, environmental, and economic trends on the hotel, examining factors such as changing consumer preferences, environmental concerns, and economic fluctuations. The report also details the strategies implemented by the hotel to address these trends, including leveraging social media and digital platforms for marketing and focusing on customer loyalty. Overall, the analysis demonstrates the hotel's adaptability and its efforts to remain competitive and relevant in the dynamic tourism and hospitality landscape.

Running head: INTRODUCTION TO TOURISM AND HOSPITALITY
INTRODUCTION TO TOURISM AND HOSPITALITY
Name of the Student
Name of the University
Author Note

1INTRODUCTION TO TOURISM AND HOSPITALITY
Executive Summary
The primary focus of discussion in this paper will be to investigate the existing relation
between several organizations in the hospitality, event and tourism industries. The Pullman
Sydney Hyde Park Hotel located in Australia has been chosen for analyzing the report. This
paper will include a brief overview of the history and current operations of this hotel. It will
also include two practical examples to describe its interactions with other industries. In
addition, there will be description of the socio-cultural, environmental and economic trends
and their impacts on the organization along with two strategies which this hotel has
implemented for addressing the above trends

2INTRODUCTION TO TOURISM AND HOSPITALITY
Table of Contents
Introduction................................................................................................................................3
Organization History and Current Operations...........................................................................3
Interactions with other Industries...............................................................................................4
Socio-cultural, Environmental & Economic Trends..................................................................5
Strategies to Implement Trends.................................................................................................5
Social Media and Digital Presence........................................................................................6
Customer Loyalty...................................................................................................................6
Conclusion..................................................................................................................................6
References..................................................................................................................................8

3INTRODUCTION TO TOURISM AND HOSPITALITY
Introduction
The primary focus of discussion in this paper will be to investigate the existing
relation between several organizations in the hospitality, event and tourism industries. The
Pullman Sydney Hyde Park Hotel located in Australia has been chosen for analyzing the
report. This paper will include a brief overview of the history and current operations of this
hotel. It will also include two practical examples to describe its interactions with other
industries. In addition, there will be description of the socio-cultural, environmental and
economic trends and their impacts on the organization along with two strategies which this
hotel has implemented for addressing the above trends.
Organization History and Current Operations
The Pullman Sydney Hyde Park Hotel is a top-rated five-star business hotel situated
in the CBD of Sydney while it overlooks the iconic Hyde Park. Located in the centre of
Sydney’s cultural, theatre, business, retail and sports precincts, the hotel also shares a
convenient location with popular attraction spots such as Sydney Tower, Darling Harbor,
Circular Quay, the Australian Museum, Hay Market, Pitt Street Mall, Royal Botanical
Gardens as well as the George Street and Oxford Street. It is just at a distance of 12km from
the airport and readily accessible by the Museum Station. The hotel offers one of the most
dynamic banquet and conferencing venues in the city. The best bars, restaurants and shops of
Sydney are located nearby which makes it an ideal hotel for the travelers. The hotel has 23
floors and consists of 241 well furnished, luxuriously appointed and sophisticatedly presented
guest rooms with all kinds of modern amenities. Travelers can choose from a range of
Superior, Premier and Executive room options. It also includes a rooftop deck for
recreations and a bistro-style restaurant and bar. The rooftop also comprises of a swimming

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pool, a gymnasium, a sauna and Jacuzzi with a picturesque and mesmerizing view of the
skyline of Sydney. There is a business centre too with a space of around 588 sq m for
organizing events and meetings. The office space has its own lift access and a lobby that are
spread through five levels (Parker et al., 2013).
Interactions with other Industries
The Pullman Sydney Hyde Park Hotel has a link up with various other tourism based
and event industries. For instance, they have a linkage with Divine Events organization that
specializes in all kinds of event management. They are a pro in consultation, designing,
coordinating and execution of various social and corporate events such as birthday parties,
baby showers, weddings and personal events, marketing events, conferences, consumer
shows, exhibitions, product launch respectively. Recently this event management company
has organized an event cum party called ‘fearless’ at the Rainbow Room of the hotel to
support the gay and lesbian section of the society. For two consecutive years the Pullman
Sydney Hyde Park hotel had been the official accommodation partner of the Lesbian Mardi
Gras and Sydney Gay. Therefore, they have linked up with Divine Events to not only
organize a parade which started from this hotel but also a series of events on this festival of
celebrating diversity (Ruhanen, Mclennan & Moyle, 2013). Similarly, another event planner
cum consultation agency, named The Conference Shop is there that usually operates as a free,
online conference research tool which helps the organizers to search every requirement they
need in a single website. Various corporate organizations can easily find about the different
meeting or conference venues along with every detail present in the Pullman hotel. They also
provide information and assist about organizing each aspect of a conference – choice of
venue, catering services, audio-visual equipment etc. recently they organized an event in this

5INTRODUCTION TO TOURISM AND HOSPITALITY
hotel regarding venue showcase followed by canapés and drinks on the rooftop pool deck
(Divisekera & Nguyen, 2018).
Socio-cultural, Environmental & Economic Trends
The socio-cultural factors focus on the forces in the society. No reaction to changes in
the society may cause a loss in market share. This trend is very vital to cause an impact on an
organization. The Pullman Sydney hotel, being a corporate hotel, needs to have a variety of
room options that can be availed rather than just focusing on comfort. Moreover, increasing
population of the working class in Australia can be favorable for business hotels like
Pullman. Cultural factors like westernization can help to boost the hotel industry.
Environmental changes have a direct influence on hotel industries (Virginia Phelan, Chen &
Haney, 2013). Taxes are applied in severe weather conditions for availing more eco-friendly
products. The hotel must have a disaster risk management team to undertake special measures
in times of flood, heavy rains or storms. Thus, Pullman Sydney Hotel must be prepared to
cater to the needs of international travelers during time of any environmental emergency.
Sydney, being an important business city of Australia, owns a huge number of travelers
arriving from all around the globe for purpose of workshops, conferences, business deals and
other personal purposes. Having the advantage of a great location, the Pullman Sydney Hotel
attracts many guests and tourists. More the accommodation of guests, more demand of
services and naturally more income leads to a growth of that industry. And Pullman Hotel
offers luxurious services and all modern amenities to their visitors which in turn invite more
travelers. They also have packages for different meetings and events during the peak-times of
the year (Mak & Chang, 2019).

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Strategies to Implement Trends
The two strategies implemented by the hotel for highlighting the above trends are given
as follows:
Social Media and Digital Presence
In the modern time, a hotel cannot be fully successful and gain popularity by only having
a perfect location. In this digital age, social media is a vital part of hospitality marketing. A
corporate hotel must have online booking system of rooms along with a high-profile website.
Hotel review sites are equally important to have a digital presence. A profile in Facebook or
Twitter is also recommended to reach out to a larger mass. Special offers and events related
to business can be highlighted and more followers on such platforms help to connect with
more people. The Pullman Sydney Hyde Park Hotel is no exception in this matter and fulfils
all the criteria discussed above. It has a high-quality website, social media accounts and
online hotel reviews which give a deep and detailed insight to all kinds of offers, facilities,
privileges, events, etc. going on in the hotel (Ryan, 2015).
Customer Loyalty
The very old fashioned but consistent recipe for a successful business in hospitality
industry is customer loyalty. With so many upcoming businesses in the market and lots of
content in the internet, personal connections and experiences are still proved to be a better
strategy. Customers must be allowed personalization by conducting surveys or insert menu
according to their choice through customized mails. They must feel that they are remembered
by a particular hotel. Pullman Sydney Hyde Park Hotel emphasizes thus concept of building
an inter-personal relationship between the hotel and the customers as word of mouth still

7INTRODUCTION TO TOURISM AND HOSPITALITY
accounts to be the best boosters of a sustained hospitality industry (Kandampully, Zhang &
Bilgihan, 2015).
Conclusion
From the above discussion it can be concluded that the Pullman Sydney Hyde Park
Hotel is a reputed and popular five-star hotel in Australia that interacts with several other
event or tourism industries. The hotel is also influenced by certain socio-cultural,
environmental and economic trends and implements strategies to highlight these trends.

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References
Divisekera, S., & Nguyen, V. K. (2018). Determinants of innovation in tourism evidence
from Australia. Tourism Management, 67, 157-167.
Kandampully, J., Zhang, T., & Bilgihan, A. (2015). Customer loyalty: a review and future
directions with a special focus on the hospitality industry. International Journal of
Contemporary Hospitality Management, 27(3), 379-414.
Mak, A. H., & Chang, R. C. (2019). The driving and restraining forces for environmental
strategy adoption in the hotel Industry: A force field analysis approach. Tourism
Management, 73, 48-60.
Parker, D., Rogers, B., Country, N. S. W., Baylis, S., Grace, J., Harris, J., ... & Lovett, B.
(2013). President's Annual Report.
Ruhanen, L. M., Mclennan, C. L. J., & Moyle, B. D. (2013). Strategic issues in the Australian
tourism industry: A 10-year analysis of national strategies and plans. Asia Pacific
Journal of Tourism Research, 18(3), 220-240.
Ryan, C. (2015). Trends in hospitality management research: a personal
reflection. International Journal of Contemporary Hospitality Management, 27(3),
340-361.
Virginia Phelan, K., Chen, H. T., & Haney, M. (2013). “Like” and “Check-in”: How hotels
utilize Facebook as an effective marketing tool. Journal of hospitality and Tourism
Technology, 4(2), 134-154.