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  • Subject Name : Tourism and Hospitality

Table of Contents


Business Overview..

Customer Experience.

Operational Excellence.

Organisational Development

Impact and Outcomes.



Introduction to Tourism and Hospitality Sector

Tourism and hospitality sector are required to be efficient in providing excellent customer service to maintain their position in the market. The current study aims to submit the as the customer services manager to an industry body namely Sudima hotels New Zealand.

Business Overview of Tourism and Hospitality Sector

Sudima Hotels located in Auckland city with the offerings of affordable rooms and suites. Other facilities and services include coach parking, complimentary car & campervan, bike storage and wash session, 24-hour reception and room services, currency exchange and other services. 750 employees are working across 7 Sudima hotel chain. There are 153 rooms with impressive room services within Sudima Hotels Sudima Hotel started its journey in the year 2001 by Sudesh Jhunjhnuwala and his family. The man target market of the company is the corporate market. Sustainability, empathy, understanding, and accommodating or Kaitiakitanga and Whanaungatanga are the core values through which it aims to bring smiles on the faces of customers (Sudima Hotels, 2020). The sustainability practices of Sudima Hotels include efforts to develop a green team, that are responsible for gearing eco-friendly ideas to save the earth from the business impacts (Sudima Hotels, 2020). With the mobile service and website assistance, it makes a connection with people (Sudima Hotels, 2020).

Customer Experience

Use of Technology

The use of technology is an effort of Sudima hotels through which it tries to enhance customer experiences. It has been announced by Infor, A global leader of software specialized industry in the year 2020, that Sudima Hotels group that implemented Infor Hospitality Management Solution across the hotels. This has increased possibilities of the rapid growth of the operations (Hospitalitynet, 2020). It has a mobile housekeeper application that integrates the services and bookings become easier for the customers. It reduces the time for paperwork that automatically cut out the time for booking, checks in and check out. The complete digitization of the services makes it easier for the customers to avail housekeeping and other services without moving from the room.

Service Standards and Goals

It always tried to maintain the service quality for its customers and it has ensured standardized services to the customers even in the absence of senior management. The hotel has decided to hire Customer service extraordinaire who will work in the place of GSA and Duty Manager while they are unable to work. This has increased flexibility of services, continuity and helped not to compromise the quality of the services (Sudima Hotels, 2020).

Understanding Customers

The needs of the customers in the contemporary industry situation have been effectively understood by the hotel administration due to which the services have been redesigned. For instance, the basic accommodation services are accompanied by pool and spa services, along with the gym and better health and safety strategies adopted. Sudima Hotels use the reviews within authorized travel websites, booking sites like booking.com and others to incorporate the same into further service designing and service implementation. It mainly classifies the type of travellers and their comments on the trip experience. This makes easier for the hotel to understand the needs and expectations of the customers that belong to different categories. In a leisure trip, a traveller may convey their experience through reviewing services which will be further incorporated in the services. For instance, a customer’s grievance for delay of the services will be supported further with the addition of service team members for quick and efficient services.

Managing Customer Expectations

Communication has been provided with the foremost important by the organization. It has been ensured that the customer needs and expectations are effectively communicated through feedback forms both online and offline; for instance, Presence in Trip advisor.

Therefore, it can be stated that the hotel deserves to win the award due to its Reliability, Responsiveness, Assurance, and Empathy. Sudima hotel employees promptly respond to all customers who leave a review on TripAdvisor (Tripadvisor, 2020). Customer expectations are met by the hotel through other means of services such as a warm room and quite an ambience for conducting a meeting or just relaxing. On the other hand, high food quality is maintained to make the journey of the customers more enriching and filled with a positive experience.

Operational Excellence

The operations of the organisation also provide high-quality assurance through ServiceIQ that is appreciating the talents and training provided for achieving the desired skill of the employees. For instance, this hotel has developed a care team providing opportunities to the talents in supporting the community. Its attempt for taking actions towards climate change through its sustainable operations is an indicator of Toitu Envirocare. Sudima is a very environmentally conscious company their first hotel in the chain has been considered by the government agency Enviro-Mark Solutions as CarboNZero organization (Steeman, 2019). The certification has carried out the appreciation to the commitment of the organization towards their commitment of reducing the carbon emissions and buying carbon credits so that the organization can be kept carbon neutral. Incorporating the feedbacks within the services of the organization it has gradually improved its efficiency of operation. It has also increased the capacity of the business to reduce environmental impacts by looking to the customer awareness of corporate social responsibilities. It has begun to train the employees on the job though elevate so that they can become equipped with adequate skills for providing services to every expecting customer.

The benefits towards businessare it has managed to gain higher recognition as a safe, environment friendly and customer friendly organization. The benefits to the customer are they will be assured with quality services and safety of the travel journey. The business belongs to the Pacific Asia Travel Association (PATA) and Tourism Industry Aotearoa (TIA). Sudima hotels also implement visitor orientation programs that make the visitors aware of New Zealand culture. The behaviour codes are also conveyed to the visitors through policy orientation. This makes Sudima hotels different from others. 

Organisational Development

Sudima Hotels has adopted the digital learning platform for the professional development of the employees and improved customer service strategies. The internal development program Elevate provides training on the areas of the choices of the employees. The training is also provided in operational placements from Housekeeping to Sales & Marketing (Sudima Hotels, 2020). The benefits of adopting this training program into the operations of the Sudima hotels is to inspire passion and working with the company values. Another major benefit is it has provided them with an insight into growing and mentoring the existing talents and supporting the upcoming talents as well.

Having a customer service training program and professional developmental strategy is crucial for the contemporary service organisations as it helps in understanding and meeting the changing and emerging needs of the customers (Sudima Hotels, 2020). On the other hand, professional development will help the employees for being future-ready to mitigate the potential issues faced by the organisation.

Impact and Outcomes

Sudima Hotels has demonstrated effective operational capacities in different areas. It has performed effectively as an environmentally responsible organisation. Along with this, the organisation has also performed financially well through the operations mentioned. It has generated a profit of $1.57m profit for 2018. Along with this, it has gained the winner award for most effective environmental performance as well in the year 2019. It has won the – Environmental Award, New Zealand Tourism Awards (Sudima Hotels, 2020). The environmental award could have been managed to win due to the usage of green energy ion the whole operational procedure, paperless transaction, booking and others. The HR responsibilities have also performed very well by the organization. Effective taken management techniques are one of the major steps taken by the HR team of the organization. The HR team and the hotel administration are well aware of the employee needs and they support their employees with every needed aspect of self-development. This has led the organization to win the– Employer of Choice Award, New Zealand Tourism Awards.

The innovative ideas implemented to the operations of the organization have also enabled it to win the “Innovative HR Teams, Human Resources Director Awards in the year 2019.” The Green Team developed by the organization has demonstrated excellence of performance with innovative ideas through the organization could achieve the silver winning the award in “Corporate Social Responsibility Program of the Year - in Asia, Australia and New Zealand, The Stevies International Business Awards 2018”

Conclusion on Tourism and Hospitality Sector

In conclusion, Sudima hotel will be the best choice for providing the award as it has demonstrated responsibility towards the environment while performing excellently as compared to other organisation in the industry. Along with this, it has intelligently implemented the training process so that both the organisation and the employees can be benefited with it.

References for Tourism and Hospitality Sector

Hospitalitynet. (2020). Sudima Hotel Group Digitizes with Infor for Expansion. Retrieved 7 June 2020, from https://www.hospitalitynet.org/news/4093412.html

Steeman, M. (2019). Sudima hotel chain built up over 20 years scoops the country's top tourism award. Retrieved 8 June 2020, from https://www.stuff.co.nz/business/116989667/sudima-hotel-chain-built-up-over-20-years-scoops-the-countrys-top-tourism-award

Sudima Hotels. (2020). Elevate - our internal development programme | Sudima Hotels. Retrieved 7 June 2020, from https://www.sudimahotels.com/en/careers/learning-development/elevate-our-internal-development-programme/

Sudima Hotels. (2020). Environmental | Sudima Hotels. (2020). Retrieved 9 June 2020, from https://www.sudimahotels.com/en/about-us/environmental/

Sudima Hotels. (2020). FACILITIES & SERVICES. Retrieved on: 6 June 2020 from https://www.sudimahotels.com/en/our-hotels/rotorua/facilities-services/

Sudima Hotels. (2020). Legal/Disclaimer | Sudima Hotels. Retrieved 6 June 2020, from https://www.sudimahotels.com/en/legaldisclaimer/

Sudima Hotels. (2020). Our Awards | Sudima Hotels. Retrieved 5 June 2020, from https://www.sudimahotels.com/en/about-us/our-awards/

Sudima Hotels. (2020). Sudima Lake Rotorua - Guest Service Agent/Duty Manager | Sudima Hotels. Retrieved 9 June 2020, from https://www.sudimahotels.com/en/careers/current-vacancies/sudima-lake-rotorua-guest-service-agentduty-manager/

Tripadvsor. (2020). Excellent customer service - Review of Sudima Hotel Lake Rotorua, Rotorua - Tripadvisor. Retrieved 8 June 2020, from https://www.tripadvisor.in/ShowUserReviews-g255111-d255605-r503393253-Sudima_Hotel_Lake_Rotorua-Rotorua_Rotorua_District_Bay_of_Plenty_Region_North_Isl.html

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