Analysis of Sustainable Tourism Practices: Cordis Hotel, Auckland

This report provides a detailed analysis of sustainable tourism management, focusing on the Cordis Hotel in Auckland, New Zealand. The report begins with an executive summary and an overview of the hotel's business activities, including accommodation, dining, and event organization. A comprehensive literature review explores the concept of sustainability in the tourism industry, emphasizing the Triple Bottom Line Approach and the United Nations' guidelines. The report then analyzes the sustainable practices of Cordis Hotel, examining its economic, visitor, host, and environmental commitments in light of the literature. The study highlights the importance of the New Zealand government's role in promoting sustainable tourism, emphasizing economic and visitor commitments. Finally, the report concludes with recommendations for enhancing sustainability, including expansion, employment of Maori people, customer-centric services, and energy conservation.

Running head: SUSTAINABLE TOURISM MANAGEMENT
SUSTAINABLE TOURISM MANAGEMENT: A CASE STUDY OF CORDIS HOTEL,
AUCKLAND
Name of the Student:
Name of the University:
Author’s Note:

1SUSTAINABLE TOURISM MANAGEMENT
EXECUTIVE SUMMARY
The purpose of this report is to analyse the concept of sustainability and sustainable tourism
in the particular context of the Cordis Hotel of Auckland, New Zealand. The report begins by
offering an overview of the business activities and diverse facets of the business operations of
Cordis Hotel. The report next undertakes a literature review of the concept of sustainability in
the tourism industry and also the sustainable practices which are being used by the tourism
enterprises. Furthermore, the report also undertakes an analysis of the sustainable practices
followed by Cordis Hotel in the particular context of the concepts articulated in the literature
review section of the report. Finally, the report concludes by recommending four practices,
namely, expansion, offering employment to Maori people, offering customer centric services
to the guests and energy conservation as ways through which the hotel under discussion here
can attain sustainability.

2SUSTAINABLE TOURISM MANAGEMENT
Table of Contents
1.0 Introduction.....................................................................................................................2
2.0 Cordis Hotel and its business activities...........................................................................2
3.0 Literature Review.................................................................................................................3
3.1 Sustainability and the Tourism Industry..........................................................................3
3.2 Sustainability commitment of the New Zealand’s Tourism Industry..............................5
3.2.1 Economic Commitment............................................................................................5
3.2.2 Visitor Commitment..................................................................................................6
3.2.3 Host Commitment.....................................................................................................6
3.2.4 Environmental Commitment.....................................................................................7
3.3 Analysis of the Sustainability Approaches......................................................................7
3.4 Integration of business practices with sustainability commitment..................................8
4.0 Sustainable Practices of Cordis Hotel..................................................................................8
4.1 Economic Commitment...................................................................................................9
4.2 Visitor Commitment.........................................................................................................9
4.3 Host Commitment..........................................................................................................10
4.4 Environmental Commitment..........................................................................................10
5.0 Conclusion..........................................................................................................................10
6.0 Recommendations..............................................................................................................11
7.0 References..........................................................................................................................12

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1.0 Introduction
As opined by Wise (2016), the ever-increasing rivalry within the modern-day business
world had forced them to substantially increase their means of production in a bid to enhance
the amount of profitability earned by them and thereby to gain competitive advantage.
Aragon-Correa, Martin-Tapia and de la Torre-Ruiz (2015) are of the viewpoint that the major
problem arises because of the fact that the modern-day business enterprises in their attempt to
increase the amount of profitability earned by them often take the help of the kind of
measures which are detrimental from the long-term growth of the concerned enterprises and
the planet itself. According to Holden (2016), the concept of sustainability becomes an all-
important one from the perspective of the tourism industry because of the impact wielded by
the same on the society and the planet. For example, it is seen that the tourism industry has a
social, environmental and economic responsibility towards the nations of their operation and
thus if the concerned industry does not models its business activities on the same then it is
likely to affect the industry as well as the nations (Iniesta-Bonillo, Sánchez-Fernández &
Jiménez-Castillo, 2016). The aim of this report is to undertake an analysis of the concept of
sustainability in the tourism industry in the particular context of the sustainable practices
followed by Cordis Hotel, Auckland.
2.0 Cordis Hotel and its business activities
Cordis Hotel is located at 83 Symonds Street, Auckland 1010, Auckland and it was
founded by Langham Hospitality Group (LHG) as part of their initiative to support the
thriving tourism industry of New Zealand (Cordishotel.com, 2019). Furthermore, it is seen
that the LHG had established different hotels under the same name in different parts of the
world over the years like London, Hong Kong and others (Cordishotel.com, 2019). The hotel
under discussion here was established as part of their “selected upper-scale hotels” and
thereby primarily focuses on the tourists and the local people of Auckland who belong to the
affluent and rich social background (Cordishotel.com, 2019).
Cordis Hotel within a very short span of time had become one of the leading hotels of the
city of Auckland. For example, it is seen that the concerned hotel offers “5-star luxury” hotel
services to the guest ranging from accommodation, dining, event organisation, recreational
events and others. More importantly, the hotel presently in response to the immense growth
attained by the tourism industry of New Zealand is trying to expand the scope of its business

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by adding another 250 rooms to the accommodation services offered by it (Cordishotel.com,
2019). In this regard, it needs to be said that the mission of the concerned hotel is “Through
our Heartfelt Kiwi service, we will create an oasis devoted to you” (Cordishotel.com, 2019).
As a matter of fact, it is seen that the different services offered by the hotel under discussion
have been designed to attain this particular mission of the hotel.
The plethora of hospitality and tourism services offered by the Cordis Hotel can be
grouped under various categorise which are indicated below-
 Accommodation: The accommodation services offered by Cordis Hotel can be
categorised into family, standard, suites and club rooms
 Club Lounge: The lounge of the hotel is located at the 10th floor of the hotel and
offers private place to the guests wherein they can enjoy their afternoon tea or
organise different meetings
 Bar and Restaurant: The hotel boosts of a state-of-the-art restaurant and bar wherein
the guests have the opportunity to try out some of the best cuisines of the world
 Gathering: The hotel has adequate space for the organisation of different kinds of
business meetings, recreational events and others
 Wellness: Chaun spa, body massage, swimming pool, fitness gym and others
3.0 Literature Review
3.1 Sustainability and the Tourism Industry
As opined Throsby (2016), the emergence of the concept of ‘sustainability’ can be
traced back to the latter half of the 20th century wherein it was seen that various economists as
well as environmentalists in the light of the declining condition of the environment came up
with the concerned concept. Jones, Hillier and Comfort (2016) are of the viewpoint that
sustainability can be defined as the ability or the capability of a business enterprise to attain a
bare minimum level of growth without causing the over-exploitation of the natural resources
of the planet which in the first place that facilitated its growth. More importantly, it is seen
that the United Nations (UN) itself defines the concerned concept as “meeting the needs of
the present without compromising the ability of future generations to meet their own needs”
(Sustainabledevelopment.un.org, 2019). For example, it had been seen that the business
enterprises in their bid to enhance their production and thereby profitability have

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exponentially increased their ecological footprinting which in turn is depleting the natural
resources of the planet at a much faster rate.
As discussed by Cheer and Lew (2017), the business enterprises in order to effectively
follow the concept of sustainability are required to take into account its three pillars, namely,
the economic, social and the environmental as per the Triple Bottom Line Approach to
Sustainability.
Figure 1: Triple Bottom Line Approach to Sustainability
Source: Cheer and Lew (2017)
For example, the business enterprises as per their social responsibility are required to
strive for the improvement of the societal condition through the mitigation of different social
issues like gender pay gap, labour issues, gender inequality, discrimination and others
(Canavan, 2016). On the other hand, as part of their economic responsibility they are required
to contribute towards the economic growth of the nations of their operation. Lastly, as part of
their environmental responsibility they are required to reduce their ecological footprinting
and also reduce the damage that they are causing to the environment by virtue of their
business activities (Espiner, Orchiston & Higham, 2017).
The World Tourism Organisation (WTO) defines the construct of sustainable tourism
as “tourism that takes full account of its current and future economic, social and
environmental impacts addressing the needs of visitors, the industry, the environment and
host communities” (Unwto.org, 2019). Thus, it can be said that the usage of the process of

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sustainable tourism requires the enterprises to optimally use the environmental resources
while striving for the growth of the society, economy and the environment. In this regard, it
needs to be said that the UN in collaboration with the WTO launched a program in the year
2005 wherein the 12 goals that the enterprises related to the tourism industry are required to
followed were enumerated-
 Resource Efficiency
 Environmental Purity
 Cultural Richness
 Social Equity
 Visitor Fulfilment
 Employment Quality
 Community Wellbeing
 Local Control
 Physical Integrity
 Biological Diversity
 Economic Feasibility
 Local Host Prosperity
The tourism enterprises thus rather than merely focusing on the Triple Bottom Line
Approach to Sustainability for the attainment of sustainability and also practice sustainable
tourism are required to take into account the above-mentioned aspects.
3.2 Sustainability commitment of the New Zealand’s Tourism Industry
The nation of New Zealand in the present times had become an important business
hub of the world with the tourism industry being the economic backbone of the concerned
nation. However, the ineffective practices followed by the tourism industry are likely to
adversely affect the long-term growth as well as the sustainability of the concerned industry.
The tourism board of the nation had mandated that by the year 2025 the business enterprises
related to the tourism industry need to fully embrace the model of sustainable tourism
(Govt.nz, 2019). As a matter of fact, the national government of New Zealand had mandated
that the tourism enterprises by the year 2025 are required to effective take into account the
below given aspects within the business practices followed by them-

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3.2.1 Economic Commitment
Moutinho and Vargas-Sanchez (2018) are of the viewpoint that the primary purpose
of the process of economic commitment is to attain economic sustainability and thereby help
the nation to become economically stable. This can be explained on the basis of the fact that
the national economy of a nation greatly depends on the different industries which are a part
of it. However, the problem arises because of the fact that the majority of the business
enterprises are still taking the help of the traditional business measures which are basically
focused on short-term growth (Mason, 2015). Thus, the business enterprises in order to fulfil
their economic commitment of sustainability would have to take the help of different
practices like innovation, creativity, quality improvement and others. Furthermore, the
enterprises are also required to focus on long-term growth options rather than then on the
short-term growth options. In addition to these, the national government also needs to play a
pivotal part in enhancing the sustainability commitment of the enterprises by increasing the
investment of capital in the business operations of the enterprises (Font & McCabe, 2017).
This in turn is likely to also enhance the productivity of the business enterprises and thereby
add value to the national economy of the concerned nation. This is applicable in the particular
context of the tourism industry and the business enterprises which are related to it as well.
3.2.2 Visitor Commitment
As opined by Cucculelli and Goffi (2016), the prospects as well as the profitability of
an enterprise depends substantially on the satisfaction level of their customers and if the
customers related to any enterprise are not satisfied with the services or commodities offered
by the same then this is likely to adversely affect the business of the concerned enterprise.
This holds true even in the particular context of the tourism industry since it is seen that the
decision of the guests or the tourists to opt for a particular destination or hotel is greatly
influenced by the past experiences that they have had at the hotel or the destination or the
level of satisfaction that they received (Mathew & Sreejesh, 2017). In the light of this aspect,
the tourism board of New Zealand had mandated the different tourism enterprises to enhance
the level of their visitor commitment not for the purpose of promoting sustainable tourism but
also for the purpose of enhancing the amount of revenue generated by the concerned industry
as well.
The national government of New Zealand had stipulated different regulations that the
tourism enterprises are required to comply with for the purpose of promoting sustainable
tourism. For example, the different enterprises are required to effective monitor as well as

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report the kind of experience that the customers had or for that matter the level of their
satisfaction with the services offered by them (Govt.nz, 2019). In addition to this, the national
government had also asked the tourism enterprises to take the help of different kinds of
innovative practices or technologies for the purpose of enhancing the satisfaction level of the
guests or the customers.
3.2.3 Host Commitment
As discussed by Baum et al. (2016), as part of their social responsibility, the tourism
enterprises are required to undertake different kinds of measures for the effective
development of the host community of the area of their operation. In this regard, it needs to
be said that the host community plays a pivotal role in the enhancement of the satisfaction
level of the guests and also the kind of experiences that they have had during their vacations
(Babu, Kaur & Rajendran, 2018). Thus, it becomes imperative for the tourism enterprises to
not only undertake the economic but also the social development of the local host
community. This can be achieved by them by way of offering them adequate employment
services as per their qualifications.
3.2.4 Environmental Commitment
As part of their environmental responsibility, the tourism enterprises are required to
safeguard the interests of the environment and also reduce their ecological footprinting as
well (Pulido-Fernández, Andrades-Caldito & Sánchez-Rivero, 2015). This is important
because of the fact that the national resources of the planet are depleting at a faster rate and if
adequate measures are not being adopted then it is likely that the future generations would
not have access to the kind of resources that the present generations enjoy (Huang & Coelho,
2017). Thus, the tourism enterprises are required to not only adopt effective waste
management practices but also reduce the amount of carbon emission caused by them, in
addition to the adoption of other measures which are likely to add value to the environment.
3.3 Analysis of the Sustainability Approaches
An analysis of the sustainability approaches followed by the tourism enterprises of
New Zealand and the actual concept of sustainability indicates that the certain similarities and
dissimilarities between the two. Some of the most important differences between the two are
listed below-
Sustainability Practices followed by the tourism

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enterprises of New Zealand
The major focus of the tourism enterprises
should be on the economic, environment and
social development
The enterprises focus on the development of
the tourism industry or to be more precise on
the economic development
The tourism enterprises are required to
promote education, healthcare, end poverty,
gender equality and others
Focus is on host commitment, visitor
satisfaction, economic commitment and
others
The board goals which the enterprises are
required to follow makes it very difficult to
measure them
The narrow goals that the enterprises follow
makes it easier to measure them
The attainment of sustainability is a long
drawn process
The attainment of sustainable tourism takes
lesser amount of time
The important similarities between the two are listed below-
 The promotion of sustainable tourism in the long-term is likely to help the tourism
enterprises to attain sustainability
 Both of the concepts focus on the economic, social and the environment development
of the concerned nation
 Both focuses on the reduction of ecological footprinting and thereby the effective
utilisation of resources
3.4 Integration of business practices with sustainability commitment
The tourism enterprises in the present times are required to embrace the concepts of
sustainability and sustainable tourism not only for the purpose of attaining long-term growth
but also for the purpose of effectively utilising the limited resources available to them as well
(Wise, 2016). More importantly, it would help them to contribute in an adequate manner
towards the social, environmental and economic development of the nation of their operation
and also for the purpose of enhancing the satisfaction level of the guests as well (Holden,
2016). Thus, the major benefits that the tourism enterprises are likely to derive through the
effective usage of the concepts of sustainability and sustainable tourism.
 Opportunity to reduce operations cost through the effective utilisation of resources
and thereby enhance profitability

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 Opportunity to attain long-term growth
 Opportunity to contribute towards the economic, social and environmental
development of the nation
However, for the effective usage of these two concepts the tourism enterprises are
likely to face various barriers or difficulties as well which are listed below-
 For example, since they are presently no metrics to measure the success of the
sustainable practices followed by the tourism enterprises, the enterprises would have
to undertake the development or the formulation of one (Cheer & Lew, 2017).
 In addition to this, they would also have to enhance the level of engagement among
their different workers and also take the help of adequate management style as well.
4.0 Sustainable Practices of Cordis Hotel
Cordis Hotel over the years had tried to follow the sustainability commitments
stipulated by the national tourism board of New Zealand which is being highlighted by the
below-given points-
4.1 Economic Commitment
Cordis Hotel in a bid to fulfil its economic commitment over the years had taken the help
of various measures. Some of the most important ones are listed below-
 Capital investment: Cordis Hotel by the year 2020 is planning to expand the services
offered by it to the customers or the guests and as part of this initiative it had declared
that it would increase the number of its rooms by more than 250 (Cordishotel.com,
2019). This in turn is likely to help the concerned hotel to accommodate more
customers or guests who look to have 5-star hotel services in the city of Auckland. In
addition to this, the hotel is also planning to integrate recent state-of-the-art
technologies within it so as to effectively enhance the satisfaction of the customers
and thereby earn a higher amount of profitability.
 Productivity: Cordis Hotel in order to increase the number of customers or guests
that it gets has launched various kinds of combo or discounted packages for families,
business enterprises and others (Cordishotel.com, 2019). In addition to this, attractive
discounts are also being offered to the guests during holidays or festivals which in

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turn had helped the hotel to attract a larger number of customers and thereby enhance
its profitability.
4.2 Visitor Commitment
The measures which have been undertaken by the Cordis Hotel in order to fulfil its
visitor commitment are listed below-
 Visitor satisfaction: Cordis Hotel in the present times had taken the help of various
measures like “Cordis Kids” for entertaining the kids, “Coddy” a fun character for
entertaining the guests and others to enhance the satisfaction level of the guests
(Cordishotel.com, 2019). Furthermore, the usage of various kinds of digital
technologies and others had also helped the hotel under discussion here to enhance the
satisfaction level of the guests.
 Market and Product Development: The hotel is presently taking the help of digital
marketing for the purpose of reaching out to a larger customer base. In addition to
this, it is seen that rather merely focusing on the tourists and other local people, the
hotel is also trying to expand its customer base by targeting the different business
enterprises for the purpose of the organisation of their business meetings at the hotel.
Furthermore, along with the increase in the number of hotel rooms, different new
services are also being added like spa services, wellness services, entertainment
services and others.
4.3 Host Commitment
 Quality Employment: The hotel is presently trying to offer different kinds of
employment opportunities to the local people of Auckland on the basis of the
qualifications that they have (Cordishotel.com, 2019). This policy followed by the
hotel actually services dual purposes. For example, this had helped the hotel to
address the increasing demand for labour which it faced on the score of the expansion
of the services offered by it and also helped the local community to find adequate
employment as well.
 Sustainable Employment: An important aspect of the employment opportunities
offered by Cordis Hotel is the fact that the hotel rather than offering short-term
employment opportunities to the local community members helps them to effectively
develop their career in the hospitality and the tourism industry (Cordishotel.com,
2019). For example, it is seen that they are being offered different kinds of trainings,

12SUSTAINABLE TOURISM MANAGEMENT
higher educational opportunities and others so as to have sustainable employment
opportunities.
4.4 Environmental Commitment
 Waste Management: Cordis Hotel in the present times had developed an effective
waste management system through which it recycles the waste generated by it into
useful products which in turn are used again by the hotel. In this regard, mention
needs to be made of the water management practice technique used by the hotel
through which it recycles the waste water generated by it (Cordishotel.com, 2019).
 Reduction of Ecological Footprinting: The hotel in order to reduce its ecological
footprinting is presently trying to optimally use the different resources that it requires
for the purpose of offering services to the guests. This in turn had not only helped the
hotel to reduce its ecological footprinting but also its operations cost as well.
5.0 Conclusion
To conclude, the concept of sustainability becomes an important one from the
perspective of the tourism industry because of the importance that it holds within the
framework of the different nations of the world. However, the major problem arises because
of the fact that the majority of the tourism enterprises are taking the help of the kind of
practices which are focused on the attainment of short-term objectives or goals. Thus, it can
be said that it becomes important for these enterprises to take into account the concept of
sustainability and thereby work for the improvement of the environment, economic and the
social conditions of the nation of their operation. These aspects of the concept of
sustainability from the perspective of the tourism enterprises become apparent from the above
discussion of the same in the particular context of the Cordis Hotel of Auckland.
6.0 Recommendations
Some of the most important measures that Cordis Hotel can follow for the attainment
of sustainability are listed below-
 Expansion: Cordis Hotel for the purpose of fulfilling its economic commitment has
the opportunity to open up new hotels in the other parts of the nation of New
Zealand. Furthermore, the thriving nature of the tourism industry of New Zealand is

13SUSTAINABLE TOURISM MANAGEMENT
likely to support this expansion of the hotel. This is likely to help the hotel to earn a
higher amount of profitability and thereby fulfil its economic commitment.
 Customer centric services: The hotel needs to educate its workers and make them
offer services to the guests as per their needs. However, this would require the
management team of the hotel to organise different workshops related to social
intelligence, cultural competency and others. This in turn would help the hotel to
fulfil its visitor commitment and thereby not only enhance its chance to earn a higher
amount of profitability but would also help it to attain sustainability as well.
 Offering employment to Maori people: The hotel in order to fulfil its host
community commitment can offer employment opportunities to the Maori and the
other indigenous people of New Zealand. This is likely to improve the working
condition of the indigenous people of New Zealand in a substantial manner and
thereby not only help the hotel to attain a higher level of growth but also improve the
social condition of New Zealand as well.
 Energy Conservation: The hotel in order to fulfil its environment commitment have
the option to save or conserve energy which in turn would help it to reduce the
pressure or the burden that it is causing to the environment. More importantly, the
hotel would also be able to reduce its operations cost through the reduction in the
amount of capital that it spends for its energy consumption.

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