Essays on Accommodation Management - the Hotel Industry Coursework

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The paper "Accommodation Management - the Hotel Industry" is a good example of management coursework.   Hotels are one of the sectors in the hospitality industry and one of its defining aspects is the focus given to customer satisfaction. Hotels depend entirely on the customer being happy and feeling satisfied simply because most of the services provided are based on providing luxury. The other defining aspect of hotels is their dependence on available income and leisure time. This means that if the available income to be spent decreases due to recession, hotels is the most affected because customers will not have enough money to spend on luxury services (Kandampully & Suhartanto: 2000, 348). The new owner of McQuarrie hotel must provide new and modern systems that will ensure their customers are satisfied and will attract them when their income is low.

But most importantly the new and modern systems should be able to provide organisational efficiency from a staff and systems perspective and improve profitability. Most of these new and modern systems are as a result of technology but others arise from managerial decisions that result in customer satisfaction and more profit.

The new and modern systems that the new owner of McQuarrie hotel must avail to his customers are discussed in detail below. TASK 1 Systems that Utilize Modern Technology Technology has helped many hotels innovate their services and add value to what they offer their customers. It has also provided a competitive edge but only when it supports the employees and improves their capacity to give services to the customer. The way of doing things by an organization has also improved benefiting employees, customers and the hotel industry.

McQuarrie hotel should use simple technologies like food timers which will help employees produce food with consistent quality and eventually boost customer loyalty. A strong IT system will greatly improve the distribution of information across various departments of McQuarrie hotel and between different levels of staff. When important information is made accessible to junior members they are able to make on-the-spot decisions without the need of consulting senior management. This results in faster and better decision making in the organization which greatly enhances customer experience. Employees will always feel valued by the hotel when important information is availed to them and this result in a good working environment. The new owner of the hotel should consider applying new technology in guest room services by incorporating systems like multiple telephone lines, electronic meal ordering, self check-out and self wake-up systems, in-room business services, electronic and video entertainment services.

A system like a video entertainment in-room services will increase choice in entertainment resulting in great returns to the hotel. The managerial and operational level should also be equipped with technology that will improve the services of cashiers, reservations staff and housekeeping staff (Buhalis & Law: 2008, 617). An example of a system that the new owner might consider using is the PMSs (property management systems) commonly used in reservations, cashiers and housekeeping to help in interconnectivity and decision-making.

Other systems that provide customers with good and efficient reservations include the global distribution system (GDS), central reservation system (CRS) and the internet. These systems improve the interaction between the hotel and visitors and help the hotel obtain important information about their customers.

The information obtained includes characteristics, habits, and preferences of people who visit the hotel which enables the hotel to organize incentives and promotions for its customers.

References

Lockyer, T., 2002. Business guests’ accommodation selection: the view from both sides. International Journal of Contemporary Hospitality Management,14(6), pp.294-300.

Lockyer, T., 2005. Understanding the dynamics of the hotel accommodation purchase decision. International Journal of contemporary hospitality management, 17(6), pp.481- 492.

Kandampully, J. and Suhartanto, D., 2000. Customer loyalty in the hotel industry: the role of customer satisfaction and image. International journal of contemporary hospitality management, 12(6), pp.346-351.

Akbaba, A., 2006. Measuring service quality in the hotel industry: A study in a business hotel in Turkey. International Journal of Hospitality Management,25(2), pp.170-192.

Buhalis, D. and Law, R., 2008. Progress in information technology and tourism management: 20 years on and 10 years after the Internet—The state of eTourism research. Tourism management, 29(4), pp.609-623.

Mauri, A.G., 2013. Hotel revenue management: Principles and practices. Pearson Italia Spa.

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