Hospitality industry has seen several changes some significant changes have taken place in the accommodation segment of hospitality industry as well. The operational system has changed for improving the customer experience. Most of the changes are because of technology up gradation (Schuckert, Liu and Law 2015).
One of the major issues that have seen in the accommodation industry was issue of losing the keycard. The keycards have chances of being misplaced by the customers. This could often be a problem for the customers as well as the management of the hotel. McQuarrie have also faced such problems many a times. In order to solve this issue I suggest that the hotel should start using the keyless entry system. This trend has become quite common in the accommodation industry. With the help of SPG app keyless entry can be used. Guests would be able to enter the rooms with the help of an app installed in their smart phones. This app-based entry system will enhance the customer experience and they can enjoy their stay in the hotel without worrying about the keycards (Verhoef and Lemon 2013).
Another system that I would like to suggest the hotel is mirror televisions. This concept is new but very interesting and many luxury hotels are using this system for improving the experience of the guests. Guests can now watch televisions in the bathroom mirrors during their stay in the hotel. They can enjoy televisions while enjoying, bathroom, sauna or swimming pool.
With the help of this technology guests can now stream their stream their phones, tablets and phones to the televisions in their rooms. This will help the guests to work on the televisions or enjoy movies and videos with the help of streaming services like Netflix and Hulu.
Calling the concierge for small things might not be possible for the guests. Therefore, they can text the concierge for their small requirements. I suggest that McQuarrie use this technology so that guests find it easier to communicate with the concierge (Lehto, Park and Gordon 2015).
This technology is very common these days as many hotels use it but this technology cannot be ignored because customers look for this technology. With the help of this technology, the guests can plug devices into the clocks or the speakers in order to play music and charge their phones simultaneously.
Almost all the hotels have high-speed internet these days. This trend has become an important criterion for the customers these days. They want internet or free wi-fi in their rooms so that they watch movies, songs or play games online with the help of the free access to internet.
Customized bookings- Another recent trend that I think is best for both the customers and the hoteliers. With the help of PMS now the front desk executives can customize the bookings on different dates, group booking and multiple room rates can be calculated (Guizzardi et al 2016).
Customers of McQuarrie based on their purpose can be divided into major segments
Customer of the business segment does not stay for a long time their maximum stay in any hotel is two to three days depending upon the nature of the business. The duration is longer in some cases. Guests of this segment are generally loyal customers, as they do not want to experiment with any new hotels. They pre-book hotels that they know and can provide facilities they require. Business segment customers are both individual and group. The individual customers usually stay for one or two days. The business groups can stay for 3 to 4 days. The requirements of business segment are more or less same. They require conference halls for meetings, good sound system and good internet connections. McQuarrie has 10 to 20 loyal business customers. These customers visit Sydney quite often. Few among them are international guests and few are from other parts of Australia for business purposes (Nieves, J. and Segarra-Ciprés 2015).
Conference halls- For its business segment customers the hotel provides a conference hall. The hall is equipped with a good sound system. It is sound proof. All the necessary equipments used for web conferencing and meetings are available in the Hotel. They walls and glasses on the windows does not allow external noise to enter the room. The hotel has a business package that is of premium price in which the conference is inclusive. The offer is available to the large groups.
WiFi connection- The hotel provides free WiFi service to its customers. This service is for all the customers. The free internet service is useful for the business segment customers for web conferences and meetings. Modern business requires internet keeping this particular fact in mind the hotel provides this facility to its customers.
Swimming pool- Business segment customers usually require swimming pools so that they can relax in their free time.
Golf Course- Some people prefer golf course for small business deals. The hotel provides golf course facility for all its business customers, individual and group (Grissemann, Plank and Brunner-Sperdin 2013).
Leisure- The customers of leisure class are different from the business segment customers. The requirements of these customers also vary from customer to customer. Customers of this segment are individual as well as family. The customers of this segment want as many facilities and services in the price they pay. The hotel needs to lure these customers because they have the tendency of switching brands. There are certain services and facilities that are common to all the customers of this segment some services and facilities are provided to the customers on special request of the customers (Deen et al. 2014).
Paid pickups- The hotel provides pickup services for its leisure class customers. The pickup service can be availed by just the guests from any location in Sydney. The customers can call the hotel for the pickup when they are in any sightseeing location or market place. With the help of the mobile app the customers location can be identified. Customers can even use the service one time after they have checked out in case they want to go to the Airport. The last ride is generally free depending on the availability of cars (Walker 2016).
Sightseeing- The hotel provides sightseeing services for their customers. If the guests are international travelers or new to the destination might require guided sightseeing facilities. The hotel will provide sightseeing services if they want to avail it.
Concerts- The hotel organizes concerts in certain special occasions like New Year and Christmas or any other occasion. If the artist is an international artist then the guests can enjoy the concert by paying an amount for the concert which is less than visitors not staying in the hotel in that point of time (Mok, Sparks and Kadampully 2013). If the artist is a local artist then the concerts are free for the guests staying in the hotel.
References
Deen, A., Sao Joao, E.A., Taylor, A. and Oosthuizen, D., 2014. Accomodation Management II.
Grissemann, U., Plank, A. and Brunner-Sperdin, A., 2013. Enhancing business performance of hotels: The role of innovation and customer orientation. International Journal of Hospitality Management, 33, pp.347-356.
Guizzardi, A., Guizzardi, A., Monti, A., Monti, A., Ranieri, E. and Ranieri, E., 2016. Rating hotel quality for corporate business travel departments. International Journal of Contemporary Hospitality Management, 28(12), pp.2842-2863.
Lehto, X.Y., Park, O.J. and Gordon, S.E., 2015. Migrating to new hotels: A comparison of antecedents of business and leisure travelers’ hotel switching intentions. Journal of Quality Assurance in Hospitality & Tourism, 16(3), pp.235-258.
Mok, C., Sparks, B. and Kadampully, J., 2013. Service quality management in hospitality, tourism, and leisure. Routledge.
Nieves, J. and Segarra-Ciprés, M., 2015. Management innovation in the hotel industry. Tourism Management, 46, pp.51-58.
Schuckert, M., Liu, X. and Law, R., 2015. Hospitality and tourism online reviews: Recent trends and future directions. Journal of Travel & Tourism Marketing, 32(5), pp.608-621.
Verhoef, P.C. and Lemon, K.N., 2013. Successful customer value management: Key lessons and emerging trends. European Management Journal, 31(1), pp.1-15.
Walker, J.R., 2016. Introduction to hospitality. Pearson Higher Ed.
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