Industrial Placement Project of The Grace Hotel Sydney †Samples

Question: Discuss about the Industrial Placement Project of The Grace Hotel Sydney. Answer: Brief Overview: The Grace Hotel Sydney The Grace Building was built in 1920s by the Grace Brothers. It was built as a showpiece of the retail business of the Grace Brothers that was successful. It is considered to be one of the prized possessions of Sydney (The Grace Sydney, 2017). It is located at the central location of the town in York Street. Its location is the most attractive feature of the hotel. It is located close to all the attractions in Sydney like Darling Harbour, King Street Wharf and Cockle Bay. There are shopping malls and shopping stores like Pitt Street Mall and David Jones at a walking distance from the hotel. The Sydney Opera House and the Circular Quay are situated near The Grace Hotel. The Town Hall Railway Station is about 0.1 km from the hotel. The centre location of the hotel provides transportation facilities to the guests. The architecture of this hotel was influenced by Chicago Tribune Tower. This building has also been used as the headquarters (Sydney) of U.S army during Pacific War. The lobby of The Grace Hotel has marble walls, leather furniture that is dark red in colour, dark wood-panelled elevators and pressed-metal ceilings. The service provided by the employees is courteous. This hotel has a fitness centre, rooftop centre for recreation that includes indoor pool and sauna facility (Telegraph.co.uk, 2017). It provides free Wi-Fi facility to the guests throughout the hotel. Its neo gothic style or architecture makes The Grace Hotel, one of the most beautiful buildings in Sydney. The main lobby of The Grace Hotel has various souvenir and gift shops. The Beauty Salon and other shops have been appreciated by the guests of the hotel. The food and dining facility of the hotel is considered to be of best quality. The food and beverage department of The Grace Hotel is responsible for handling continental cuisine as well as various other types of authentic dishes and snacks for the guests. There are lunch, breakfast and dinner facilities provided by the hotel. The highlight of the hotel is the Asian dishes that are offered at the breakfast. The hotel rooms are luxurious with king-sized beds and are well decorated. It has charcoal upholstery and executive-chic furnishings. The Grace Hotel has got 382 rooms and it offers best service to the guests (The Grace Sydney, 2017). The rooms have LCD TVs, coffee and tea making facilities The Grace Hotel is a 4.5 star hotel that combines the features of heritage buildings and modern comfort facilities for the providing best ser vices to the guests. Business Objectives and Strategies of The Grace Hotel The Grace Hotel Sydney has several business objectives that have helped them to earn a 4.5 star rating and provide one of the best hospitality services in Sydney, Australia. The business objectives of this hotel are: To provide excellent customer service: Providing excellent customer service is one of the primary objectives of The Grace Hotel. Tourists or visitors require assistance during their stay at the hotel. Customers are the main source of revenue for any hospitality business. The staffs and management team of The Grace Hotel believe that meeting their customer needs and expectations must be given the highest priority (Ariffin Maghzi, 2012). The high quality service provided by the hotel staffs encourages the customers to visit this hotel again. It also helps them to get new customers. To provide high product quality and a safe environment: The products of the Grace Hotel include a number of interconnected, heterogeneous as well as conditioned services. Clean, comfortable and spacious rooms are of huge importance to the guests and visitors (Grissemann, Plank Brunner-Sperdin, 2013). The aim of this hotel is to provide luxurious rooms, spa-like bathrooms and excellent food quality to the customers. It wants to keep improving their quality of products and services in a continuous manner. Another objective of The Grace Hotel is to provide a safe environment for their guests as well as their employees. To achieve high rating: Another main objective of The Grace Hotel is to get high rating from their guests and media. Its objective is to always get a good rating in trade-specific guides (Hensens, 2015). This hotel has a 4.5 star rating and aims to get a 5 star rating in the near future. The rating of a hotel reflects its success. The Grace Hotel targets to improve its reputation and get high-profile rating over the Internet reviews. To attract more customers: The Grace Hotel believes that the best way to understand the success of a hotel business depends on the number of rooms that are occupied. It aims to keep most of the rooms occupied during the entire year by attracting more customers. To promote tourism: One of the main objectives of The Grace Hotel is to promote tourism. The staffs encourage their guests to visit certain well known places (Soteriades, 2012). Tourism will help to generate more revenue in Australia as well as in local communities. To keep the employees satisfied: The Grace Hotel believes that employees are their most precious assets and keeping them satisfies will help them to grow and develop in future. Its objective is to keep the employees satisfied so that they can provide best quality services to the guests. The Grace Hotel Sydney has adopted certain strategies for meeting the above mentioned objectives. The strategies are: Treating the guests like VIP: The staffs at The Grace Hotel are trained to treat all the guests like VIPs irrespective of their status. This has helped the customers to get a positive experience. This strategy has been implemented to achieve the objective of providing high quality customer service. Employee training: The Grace Hotel conducts regular training sessions for the employees that keep them updated with the advanced technologies and innovative ideas. This has helped the hotel to gain competitive advantage in the hotel industry. The employees are trained to handle different difficult situations. This type of regular training sessions has helped to improve the customer satisfaction level. Customized services: The Grace Hotel has adopted the strategy of providing extraordinary customized services to their guests. Providing personalized services increase the customer satisfaction level. The aim of this hotel is to show extraordinary attention to the customer needs for providing exceptional customer service (Wu Ko, 2013). This hotel makes the customers feel that there are no other guests present at that moment. Wake-up call is an example of customized service that is provided by The Grace Hotel. This strategy has helped to improve the customer service. Improving product quality: The Grace Hotel has adopted innovation as a strategic tool to improve the quality of products like hotel rooms and other services. This hotel introduces technological as well as social innovations for improving the product quality (Ciric, Vujicic, Vukovic, 2013). The quality of the hotel services and products has influenced the overall position of the hotel at the market. The Grace Hotel constantly harmonizes the product quality with the needs of the tourism market that is changing constantly. This strategy has been implemented to achieve the objective of high quality product and get high rating in the industry. Employee engagement: The Grace Hotel encourages their employees to participate in any decision making process and share their opinions and ideas (Karatepe, 2013). The employees are appraised and given recognition for their performance on an annual basis. This strategy has been implemented for improving the level of employee satisfaction. Tourism: The Grace Hotel provides high quality services and products to the guests and visitors so that the tourists visit this place again and again (Yeh, 2013). This hotel provides tour guides for helping the tourists to visit various famous tourist spots without facing any difficulty and at a reasonable fee. Interrelationship between the Stakeholders for achieving Objectives The Grace Hotel Sydney has two types of stakeholders: internal and external stakeholders. The internal stakeholders are involved directly in the operational business processes. They are responsible for formulating strategies and carrying out the operations within the hotel. The employees, shareholders and managers are the internal stakeholders of The Grace Hotel. The external stakeholders on the other hand are the customers, suppliers, government and competitors (Penzenstadler, Femmer Richardson, 2013). The interrelationship between the internal as well as external stakeholders plays a significant role in achieving the food and beverage department objectives that is linked to the business strategies. A positive relationship between the stakeholders has helped The Grace Hotel to be one of the best rated hotels in Sydney, Australia. It has a 4.5 star rating in the hotel industry. The objectives of the food and beverage department are: Customer satisfaction: One of the main objectives of the food and beverage department of The Grace Hotel is to ensure that the restaurant and bar are clean, properly stocked and well maintained. Its aim is to ensure that the waiters are smartly dressed and offer professional as well as courteous service to the guests (AbuKhalifeh Som, 2012). The staffs give quick response to the customers. Achieving high level of customer satisfaction is the main objective of the food and beverage department. This objective is linked to the business strategy of treating the guest like VIPs, providing customized service and training of employees. It is also linked to the strategy of promoting tourism. Courteous behaviour towards the guests and tourists will create a good impression about the hotel as well as the place (Kapiki, 2012). This will increase the customer satisfaction level and the guests will want to come back to The Grace Hotel and even to Sydney (Raza et al., 2012). The restaurant staffs are given proper training on a regular basis for keeping the place clean, for responding to the customers in a quick manner and so that the staffs know how to dress smartly. This objective is linked with the business objective of improving customer service so that the level of customer satisfaction increases. Food quality and variety: This department aims to provide the best quality and several varieties of meals and beverages to its guests so that they come back to this place. The food quality must meet a required standard (Yang, 2012). It ensures to maintain a required hygiene standard. This objective is linked to the business strategy of improving the product quality. The Grace Hotel Sydney uses social and technological innovations for improving the food quality and inventing variety of food dishes (Tang, Wang Tang, 2015). The food of the hotel is constantly harmonized with the needs of tourism market for achieving competitive advantage in the market. High food quality along with several varieties will encourage the tourists and guests to come visit this place many times (Jahanshani et al., 2014). Quality is considered to be the strategic tool for achieving the objectives of this department and the business as a whole. Employee satisfaction: The food and beverage department of The Grace Hotel Sydney aims to have a satisfied group of employees and staffs in the hotel. The waiters, chefs and other employees in the food department are appraised and given recognition annually. This appraisal is done based on their performance and discipline. These kinds of rewards help to keep the employees satisfied. Satisfied employees are able to perform better and generate more revenue and improve the reputation of the hotel. This objective is linked to the employee participation strategy. The restaurant staffs in The Grace Hotel are encouraged to participate in any general meeting and share their thoughts and ideas regarding any issue. This has made the employees feel important and a part of the team (Bilgin Demirer, 2012). Their suggestions are taken into considerations while implementing new rules and processes. This has resulted in high level of employee satisfaction. The interrelationship between the internal and external stakeholders of The Grace Hotel has helped to understand the business drivers and also ensures that the strategy fits with business objectives. The interrelationship between the hotel staffs and the customers have had a great influence on the customer satisfaction level. The interrelationship of the stakeholders has helped the food and beverage department to identify customer needs and expectations for achieving the objectives of the department (Ellis Sheridan, 2014). The value of the stakeholder relationships is important as it helps to develop effective business strategies for achieving success and high reputation in the market. References AbuKhalifeh, A. N., Som, A. P. M. (2012). Service quality management in hotel industry: a conceptual framework for food and beverage departments.International Journal of Business and Management,7(14), 135. Ariffin, A. A. M., Maghzi, A. (2012). A preliminary study on customer expectations of hotel hospitality: Influences of personal and hotel factors.International Journal of Hospitality Management,31(1), 191-198. Bilgin, N., Demirer, H. (2012). 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