Managing Accommodation Services: Industry and Front Office Analysis

This report, prepared for the 'Managing Accommodation Services' unit, delves into the intricacies of the hospitality industry, focusing on accommodation services. It explores the scale, ownership forms, and grading systems within the industry, including the impact of online reviews on guest decision-making. The report examines the role of the Front Office department, detailing its organization and key roles, while analyzing its alignment with overall business objectives. Furthermore, it assesses the contribution of the Housekeeping department, reviewing key roles and the importance of forecasting linen and guest supply needs. The content covers various aspects of hotel management, from rooms division to front office and housekeeping operations, providing a comprehensive overview of the accommodation sector. The report uses the book "Managing Front Office Operations" by Ismail, 2002 as a key source.

The Accommodation Service
Assignment
MARCH 3, 2022

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Assignment Brief
Unit Number and Title 7: Managing Accommodation Services
Academic Year January 2022
Module Leader Hakeem Kazeem
Unit Tutor Hakeem Kazeem & Daniel Tom-Joe
Assignment Title The accommodation industry and you
Issue Date W/C: 17 January 2022
Submission Date 25 March 2022

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Table of Contents
Assignment Brief..............................................................................................................................1
Table of Contents..................................................................................................................................2
LO1: Explain the types of accommodation services available within the hospitality
industry...............................................................................................................................................3
P1: Identify the scale and size of the accommodation services found within the hospitality
industry.............................................................................................................................................3
P2: Explain the different forms of ownership available to accommodation services.............3
P3: Discuss the role that, grading, classifications systems and online review sites play
when potential guests look for and book accommodation.........................................................3
M1: Evaluate a range of different accommodation services and the implications of
ownership grading, classifications and online reviews upon guests’ decision-making..........3
LO2: Discuss the role of the Front Office department within accommodation services
...............................................................................................................................................................3
P4 Explain the organization of front office functions within a variety of accommodation
services............................................................................................................................................3
P5: Discuss the key roles within the front office department for a selected organization.....7
M2: Analyze how operations of the front office department within a selected organization
meet the overall business mission and objectives...................................................................10
LO3 Assess the contribution of the Housekeeping department to providing effective
accommodation services..............................................................................................................15
P6 Review the key roles found within the housekeeping department in a selected
organization...................................................................................................................................15
P7: Assess the importance of forecasting linen stock and other guest supplies to ensure
sufficient supply to meet demand...............................................................................................16

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LO1: Explain the types of accommodation services available within the
hospitality industry
P1: Identify the scale and size of the
accommodation services found within the
hospitality industry
P2: Explain the different forms of ownership
available to accommodation services
P3: Discuss the role that, grading, classifications
systems and online review sites play when potential
guests look for and book accommodation
M1: Evaluate a range of different accommodation
services and the implications of ownership grading,
classifications and online reviews upon guests’
decision-making
LO2: Discuss the role of the Front Office department within accommodation
services
P4 Explain the organization of front office functions within a variety of
accommodation services
Most full-service hotels have six common functional departments (Ismail, 2002).
Each of these departments will exist, in one form or another, anyway of location type
or product type (Ismail, 2002). It is when the other organizational standard are
considered that the problem of describing the size and scope of these departments
arises (Ismail, 2002). The main functional departments are as below:
 Rooms Division
 Food and Beverage
 Accounting
 Human Resources
 Engineering
 Sales/Marketing and Catering
There are different responsibilities and duties exist within each department
(Ismail, 2002). All these departments depend on each other provide the best product
and services (Ismail, 2002).
Within a hotel, no area is possibly as vital and in some cases as visible as the
rooms division (Ismail, 2002). The rooms division is the "nerve center" for most of a
hotel's operations (Ismail, 2002). It is, after all, the area most responsible for the
main hotel product, the sleeping room (Ismail, 2002). This is evident in the hotel
industry maxim: "Everything begins with the Rooms Division" (Ismail, 2002).

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The registration process is arguably the most important part of the hotel
experience for a guest (Ismail, 2002). It is during this time that lasting impression are
made. It has been mentioned that 75 percent of a guest's total satisfaction with a
hotel is calculated during this process (Ismail, 2002). A successful hotel must do
whatever it can to certain that the guest is satisfied with every aspect of registration
(Ismail, 2002).
The rooms division of a hotel is an image easily conjured up in the mind of
most people (Ismail, 2002). They know what happens at the front desk (on the
surface, at least). Most people understand what a bell person does (Ismail, 2002).
Fig 2-1 Lobby/Omni (Courtesy Omni Severin Hotel) (Ismail, 2002)
The rooms division is a functional area within the hotel that includes the front
office, housekeeping, reservations, night audit, and loss prevention/security
department (Ismail, 2002). The size and scope of these areas may differ from one
hotel to another depending on the hotel size and product type (Ismail, 2002). The
management philosophy of the hotel may also affect the organizational structure of
the rooms division (Ismail, 2002).
Six functional departments can be divided into two broad practical areas
(Ismail, 2002). Within the hotel industry, the level of guest contact defines the
practical areas (Ismail, 2002). Those with the most guest contact are considered
front line, or front of the house (Ismail, 2002). Those who serve more of a supportive
role, with minimal guest contact, are considered back of the house (Ismail, 2002).

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The relationship of the two practical areas is symbiotic (Ismail, 2002). They need
each other in order for the hotel to perform optimally (Ismail, 2002). The rooms
division, food/beverage, and sales/catering departments are considered front of the
house (Ismail, 2002). The human resources, engineering, and accounting
departments are considered back of the house (Ismail, 2002).
Fig 2-1 Front Office vs Back Office
Front Office
Within the rooms division, lies the front office (Ismail, 2002). The front office is
comprised of two main areas: (1) front desk, and (2) uniform services. Each of these
areas performs unique roles. They report directly to the front office manager (Ismail,
2002).
Front Desk. Being one of the first (and often last) points of contact with a hotel
guest, the front desk plays a big role in the hotel (Ismail, 2002). The front desk
manages the in/out flow of guests on a daily basis (Ismail, 2002). The front desk is
often called the “hub” or “command center” of the rooms division because so much
information is funneled through it. The front desk is the logical point of contact
(Ismail, 2002).
Uniform Services. Uniform services encompass the areas within the front office
other than the front desk (Ismail, 2002). Sometimes referred to as guest services, the
areas within uniform services include:
 Bell stand
 PBX
 Valet parking/Garage
 Shuttle driver
 Concierge
 Doorpersons

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The name derives from the fact that each of these employees used to wear a
uniform of some sort (Ismail, 2002). The garage and valet parking groups manage
guests’ automobiles (Ismail, 2002). The bell staff assists guests to and from their
rooms (Ismail, 2002). The concierge tends to special guest needs of any sort (Ismail,
2002). The private branch exchange or PBX manages communications into and out
of the hotel (Ismail, 2002).
Confusion may arise in identifying this department because today it is uncommon
to find PBX, for example, in uniform, as they never actually greet a guest in person
(Ismail, 2002). Also, although housekeepers wear uniforms, they are not considered
uniform services in this definition (Ismail, 2002).
Housekeeping
The housekeeping department is considered a vital part of the rooms division
(Ismail, 2002). Though not generally considered a part of the front office,
housekeeping works directly with the front desk to ensure that the main products of
the hotel (guest rooms) are ready for sale (Ismail, 2002). Their main tasks are to
clean and prepare guest rooms and to maintain the cleanliness of hotel common
areas, such as the lobby (Ismail, 2002). Common areas within a hotel are spaces
where most, if not all, guests may walk through (Ismail, 2002). The hotel lobby, entry,
main rest rooms, foyer, and meeting pre-function areas are all considered common
areas (Ismail, 2002). In conjunction with the front desk, housekeeping must
determine what rooms are to be cleaned, what rooms are available, and what rooms
are occupied (Ismail, 2002). This monitoring of the available product, the room
inventory, ensures that there is no opportunity cost incurred in empty rooms (Ismail,
2002). Within the housekeeping department, certain individuals may be responsible
for washing sheets and linens (Ismail, 2002). This can be a very large operation for a
mega hotel (Ismail, 2002).
Reservations
The reservations department strives to book individual reservations in
conjunction with group sales to maximize room revenue (Ismail, 2002). The
reservations department is also referred to as transient room sales (Ismail, 2002). It
could be argued that reservations actually have the first contact with most guests in
that they communicate with them before they actually arrive (Ismail, 2002). This
would generally apply to transient reservations (Ismail, 2002). It is for that reason
that reservations is located in the front office area and has an indirect reporting
structure to it (Ismail, 2002).
Night Audit
The night audit team reconciles the hotel’s daily financial transactions and
other activities for reporting purposes (Ismail, 2002). Due to the twenty-four-hour
nature of hotel operations, this department conducts its duties at night, when hotels
are generally less busy (Ismail, 2002). The staffing of the night audit group is
commonly small in comparison to other room’s division departments (Ismail, 2002).
The team is led by the night audit manager and is supported by anywhere from two
to five night auditors (Ismail, 2002). This department assumes some front office

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duties, such as management of the front desk, at night (Ismail, 2002). Therefore, the
night audit team will have a “dotted line “reporting structure to the room’s division
manager in addition to their direct reporting to the accounting department (Ismail,
2002).
Loss Prevention/Security
The loss prevention department can be very important to a hotel (Ismail,
2002). The main priority of loss prevention is the safety and security of all hotel
guests and employees (Ismail, 2002). Members of the loss prevention staff patrol the
hotel common areas and guest room hallways (Ismail, 2002). The director of loss
prevention must ensure that all accidents and guest complaints are handled
professionally and thoroughly (Ismail, 2002). Large hotels in crime prone areas may
hire off-duty police officers to enhance their loss prevention capability. In many
hotels, loss prevention also serves as a shipping and receiving department (Ismail,
2002).
P5: Discuss the key roles within the front office department for a selected
organization
From top level managers, to those working on the front line, the organization
of the leadership structure serves to make sure that it functions properly (Ismail,
2002). The first logical place to begin looking at the organizational structure of any
organization is at the peak (Ismail, 2002). The top level manager at any hotel is most
commonly called the general manager, who is ultimately responsible for the hotel.
The general manager may report to a regional manager if the lodging association of
the hotel is with a chain or management company (Ismail, 2002). Other associations
may require that the general manager report directly to the hotel owner (Ismail,
2002). In Europe, the general manager is often called the managing director or
general director (Ismail, 2002). Whatever the title, the general manager directly or
indirectly (another managers) coordinates the hotel’s operational and sales efforts
(Ismail, 2002).
Rooms Division Manager/Resident Manager
The title “resident manager” can be traced back many years (Ismail, 2002). It
started as the name for the manager who actually lived at the hotel and was
available at all hours (Ismail, 2002). Long ago, it became evident that someone had
to be in charge of the hotel when the general manager was absent (Ismail, 2002). It
became apparent that the after-hours responsibilities of this resident manager would
center on sleeping rooms because of the twenty-four-hour nature of hotels (Ismail,
2002). Today, at most hotels, it is rare to find the resident manager residing at the
hotel, but because of the age-old responsibilities of coordinating the operations of
room-related hotel functions, the title remains (Ismail, 2002). Some hotels have
begun using the title room’s division manager or director of rooms for this position
instead (Ismail, 2002).

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Fig 1-3 Executive Leader Ship Team Chart (Ismail, 2002)
Rooms Division Department Heads
Front Office Manager. The front office manager is the department head
responsible for a large portion of the most visible aspects of a hotel’s day-to-day
operation (Ismail, 2002). He or she directs the day-to-day activities of the front desk
and uniform services. Each of these areas has significant guest contact (Ismail,
2002). The efficiency and service levels of each area under the purview of the front
office manager are crucial to ensuring guest satisfaction (Ismail, 2002). Most hotels
include the PBX staff in the front office manager’s line of authority (Ismail, 2002).
Working closely with the director of services, the front office manager reports to the
resident/rooms manager (Ismail, 2002). Reporting to the front office manager:

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Fig 1-4 Front Office job tittle and their responsibilities (Ismail, 2002)
The Organization chart of the Rooms Division Department is as per below:

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Fig 1-5 Rooms Division Organization Chart (Ismail, 2002)
M2: Analyze how operations of the front office department within a selected
organization meet the overall business mission and objectives
Convectional Front office concern include reservation, registration, room and
rate assignment, guest service, room status, maintenance and settlement of the
guest account, and creation of guest history records. (Setupmyhotel, Unknown)
The Front Office develops and maintains a complete database of guest
information, coordinates guest services, and make sure guest satisfaction
(Setupmyhotel, Unknown). These functions are proficient by personal in diverse
areas of Front Office Department (Setupmyhotel, Unknown).
The front office is also known as the face of the hotel. It is the first guest
communication place and also the nerve center of the hotel as I mentioned before

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(Setupmyhotel, Unknown). All the activities and places of the front office are moved
towards supporting guest transaction and services (Setupmyhotel, Unknown).
I would like to describe how front office operates their department to me the
organization’s mission and objectives (Setupmyhotel, Unknown). Some of the tips
are as below:
Guest Registration: the staff from guest registration does all guest registration-
related activities such as check-in, room assignment, welcoming the guests, room
rate etc (Setupmyhotel, Unknown).
Guest Service: The guest service employee fulfils any Guest Services related
activities such as providing information, advice or helping guests feel comfortable
and confident (Setupmyhotel, Unknown).
Guest Database: Develops & maintains a Complete Database of Guest Information
(Setupmyhotel, Unknown).
Updates Room Status: perform to update the correct room status like CI, CO,
DNCO, DND etc (Setupmyhotel, Unknown).
Finance and Foreign Exchange: This section relates with the Accounting
Department, through the collection from guests through their services, and also give
the foreign exchange service (Setupmyhotel, Unknown).
The first hotel employees who come into contact with most guests when they
arrive are members of the uniformed services division of the front office (Ismail,
2002). Depending on the size and makeup of the hotel, the first person to greet a
hotel guest will be either a doorperson or valet/garage attendant (Ismail, 2002). This
first impression is very important. Always with an eye towards total guest
satisfaction, the initial greeting begins the process of establishing a favorable
impression of the hotel. In larger hotels the parking valet is the first to greet people
arriving to a hotel (Ismail, 2002). In many cases, they are the last employees people
see as well (Ismail, 2002). Thus, this job role requires that the employee have a
gracious and hospitable demeanor. A pleasant smile and warm welcome set the
stage for guest satisfaction (Ismail, 2002).