Accommodation Services - Assignment

In this document, we will discuss the scale and size of the Accommodation Services. Also, we include the following topics: What are accommodation and its services, different types of services, different types of business models, different forms of ownership available for this type of accommodation services and the role that grading, classifications systems and online reviews sites play when potential guest look for and book for the accommodation.

Question 1.
Identity the scale and size of the accommodation
services [P1]
What is Accommodation and Accommodation services ?
According to Patrick Landman (2020), “Accommodation refers to a room, building or lodging
which provides shelter for a person to stay, sleep and live. There are many different types of
spaces that classify as accommodation, though in the hospitality industry the term used to
refer to a room at a hospitality company such as hotel, resort, hostel, motel etc.”
According to APAT, the tourist accommodation service is defines as “The provision, for a fee,
of sheltered overnight accommodation in appropriately equipped rooms, including at least a
bed, offered as a main service to tourists, travellers and lodgers. The provision of overnight
sheltered accommodation may include the provision of food services, fitness activities
and/or green arears”.
Different types of Accommodation Services
Accommodation is crucial to any tourists or travellers who want to travel to another
destination or an trip as they are always going to need a place to stay such as Hotels, Guest
houses, camp sites and caravan parks etc. However, Accommodation is split into two parts
serviced and non-serviced which are totally different services that can be seen on picture 1.
1. Serviced Accommodation – It is where there is maid services such as cleaning
rooms, changing and making bed, changing towels and also food and drink are also
served to customers.
2. Non-Serviced Accommodation – It is where customers must do everything by
themselves such as cleaning and cooking non-serviced accommodation provide only
a place to stay.
Different types of accommodation providers
1. Commercial Sector
The main characteristics are:
 Commercial Intention – The establishment must be operated on a commercia basis.
It must possess the characteristics of a business. Which means maximisation of profit
and keep customer needs and wants high to be able to acquire customer retention.
 Multiple occupancy – The establishment provides sleeping accommodation on a
multiple occupancy basis.
 Accommodation is the main purpose – The provision of accommodation in the
premises must ne the establishment’s primary purpose or one of its main purposes.

 Central Management – The establishment has central management to accept
reservations, allocate rooms, receive payments and arrange the services provided
throughout the premises.
 Control – The management must have control of the premises as a whole, whether
or not they own the property or any part of it, and let them in its own right rather an
as agent.
 Services – Services are provided to guests. These may include periodic cleaning,
provision of food, laundering services, telephone and minor services. Other services
include replacing linen and laundry. Where guests are required to supply items such
as towels, linen, or anything else to make the premises fit for accommodation the
premises are less likely to be commercial residential.
 Status of guests – Those being provided with accommodation are guests, boarders or
lodgers who can expect a reasonable amount of privacy from management, their
staff and other guests but not to the same level expected by a tenant.
2. Non-commercial Sector
Non-commercial sector is business’s purpose is not to make profit they only provide only
basic accommodation services. For example, only a place to stay and food need to be made
by themselves rather than for commercial sector.
Diagram 1. Structure of Tourist Accommodation
Source:https://www.locusassignments.com/solution/unit-12-hospitality-provision-tt-sector-
assignment-sample
Classification on the basis of size:

Small Hotels
It is hotels with 25 rooms or less are classified as small hotels and are named Boutique
hotel. For example, Paradise cove Boutique hotel, The Address Boutique Hotel. Moreover
for some prestigious Boutique hotel like Paradise cove Boutique hotel with the level of
service got an award of small luxury hotel of the world.
Medium Hotel
Hotel with twenty-six to 100 rooms is called medium hotels. For e.g., Maritim Crystals Beach
Hotel, Angsana Balaclava, Four Seasons Resort Mauritius
Large Hotels
Hotels with 101-300 guest rooms are regarded as large hotels, like Beachcomber Trou aux
Biches.
Very Large Hotels
Hotels with more than 300 guest room are known as very large hotel. For example, New
Delhi and Leela Kempinski Mumbai.
Different types of Business Models
Commercial Sector:
Hotel
A Hotel is an establishment whose primary business is to provide lodging facilities to
genuine traveller along with food, beverage, and sometimes recreational facilities too on
the chargeable basis. There are different types of hotels like:
1. Business or commercial Hotels
It is designed to cater to the business traveller, commercial hotels are generally situated in
the city centre. These hotels provide high standard rooms and amenities, along with high-
speed internet connectivity, business centres, conference rooms etc. For example,
Labourdonnais Waterfront Hotel. They also provide-in house secretarial services, as well as
facilities such as letter drafting, typing and fax and photocopying of document for the
convenience of guest. Generally, the level of occupancy is higher during the weekends and
slightly lower during weekends. Moreover, the duration of guest stay is generally very short
at these hotels.
2. Boutique Hotels
These hotels are very small and expensive hotels and mainly cater for elite class. They are
different from hotels in that each room has a distinct personality. Though the hotel is small
but still it has a greater number of restaurants. Each restaurant is decorated keeping in view
a theme and food served, the uniform of the staff, the menu even the way of welcoming the
guest commemorates with the theme. Which means that the hotels have the possibility to

make special customer service or personalised serviced from staff of the hotels. For
example, Paradise cove Boutique hotel.
3. Motel
The word motel is formed by merging the words ‘motor’ and ‘hotel’. They are located
primarily on highways and provide modest lodging to highway travellers, A motel offers
facilities such as accommodations, food and drinks, garage facilities, a parking lot, and re-
fuelling for vehicles for vehicles. In Mauritius this type of accommodation is not available in
Mauritius due to size of Mauritius as it is a small hotel.
4. Resorts Hotel
Hotels that are located at tourist destination such as hill station, se beaches and country are
referred to as resort hotels. These hotels have a very calm and natural ambience. They are
mostly away from cities and are located in pollution – free environs. The room rates in these
hotels may range from moderate to high, depending on the additional service offered.
These hotels combine stay facilities with leisure activities such as golf, summer, and winter
sports etc. The occupancy in resorts in resorts is normally higher during vacation time ans
weekends when guests want to take a break from their weekly routine. For example, LUX
Belle Mare Resort & Villas, Shangri-La’s Le Touessrok Ressort & Spa.
5. Green Hotel
Green Hotels are environmentally friendly properties whose managers are eager to institute
programs that save water, save energy and reduce solid waste. The basic definition of a
green hotel is an environmentally responsible lodging that follows the practices of green
living. But now, most of prestigious hotels around the world adopt an eco-friendly
alternatives and solution to save the planet. For example, Four seasons Hotels & Resorts
adopt lot of eco-friendly practices like Change of linen is less frequent, chemical dispenser,
Device to switch off when they open the door of terrace.
Other types of Accommodation services:
1. Lodge
A lodge is an accommodation facility which is locates and designs to optimize the feeling of
being in touch with nature. The building style should feature materials and colouring such as
wood, stone and thatch. An outdoor experience should be offered at the lodge. For
examples , Bubble lodge Ile aux Cerfs island at bubble lodge they have access to a private
beach and completed with a private furniture landscaped garden. These unique designed.
Bubble are mostly for eco-friendly customers and adventurers
2. Villa
Originated in Roman times, a villa is often described as a luxurious country residence. It is
available for all people renting villas for their accommodation in Mauritius, it is possible to
choose to rent a villa on self-catering basis, with some basic services or alternatively choose
for an all-inclusive basis including range of indulging services.

3. Apartment
Also known as flat (British), an apartment is a self-contained accommodation unit housed in
a building containing several such units. This type of accommodation is like a traditional
hotel but with added space, convenience, and privacy like home, so customers are being
able to enjoy living like a local when travelling. It is generally self-catering accommodation
or upon request it can be a serviced catering.
4. Palace
Unlike castles, palaces are not fortified, but they still are royal residences characterized by
an exceptional level of grandeur. Some of the most spectacular palaces converted into
luxurious hotels can be found throughout Asia and Europe, especially India and Italy.
Non-commercial sector:
1. Hostels
It is an accommodation services that provides inexpensive food and lodging for people, such
as students, workers, or budget travellers. Moreover, they often provide shares
accommodation. Other facilities such as bathrooms, kitchens and living arears are also
commonly shared with other guests.
2. Motels
A motel is basically a hotel room with a parking space. It is popular generally in the USA and
we do not have it in Mauritius as Mauritius is a small country. Motels usually offer simple-
room-only accommodation, but some may have simple cooking facilities. Motels are
generally here not to make enormous profit they provide only basic facilities. The types of
customers they accommodate are generally customers that are driving for a long distance
and just want to sleep to start to drive after to go their destinations.
3. Private camping
It is a source of accommodation where the customer pays a place on a site of camping.
Customers, who likes adventure and that want to connect with the nature. It is one of the
cheapest types of accommodation, especially if the customer has their own tent. All they
need is to pay for the spot on a camp site.
4. Caravans
Caravans can be transported from place to place, or they can be situated in one location.
Caravan parks are very popular. Most are located close to the seaside. Some caravan parks
are part of well-known holiday parks.
5. Hospital
As mentioned before, as it is an organisation that are here to not maximise profit. Hence,
this is why hospital is a non-commercial sector as they provide for ill patient the basic need
of the customer by providing them a room and food and beverage. Example of hospital are
Wellkin.

Explain the different forms of ownership available for
this type of accommodation services[P2]
Ownership and affiliation
There are different kinds of ownership that can used to run the new accommodation. All
forms of ownership operate differently and have their own features. The ownership used
must be in accordance to with the size and type of the accommodation chosen. The
ownership used might plays a crucial role in the success of an accommodation. These are
the types of ownership:
1. Independently owned and operated.
This form of ownership will able the business to operate and run alone where the owner will
not allow any others shareholders to take the brand, name, slogan, and logo of their
business or company. It can family-owned business. This business can also be called
‘voluntary chains’. Their targets are to focus on quality, standard to maintain a strong brand
name. So this kind of ownership usually make powerful marketing for example persuasive
marketing(making use of powerful message to catch the attention of customers), the pricing
strategy (dynamic pricing during peak and off peak season or variable pricing) and the
appropriate promotional strategy ( pay for 6 night and getting the 7 night free). This type of
business usually customised type service and is free to do whatever they desire (taking into
consideration the customers preferences for example for the wedding event special
treatment can be provided for the spouses such as free photo shoot at the heart of the
beautiful scenery of nature).
Examples of an independent hotel:
 Tamarina Golf & Spa Boutique Hotel
 20 Degres Sud
 Seapoint Boutique Hotel
 Seasense Boutique Hotel&Spa
The advantages of being an independent owned accommodation
 This kind of business is flexible which meaning that they have the tendency of being
responsive to the dynamic change of the market. This will allow the business to
detect the positive and negative aspects that should be tackle or improve. This might
result in the less wastage in terms of money, labour and a better management
leadership of the hotel as well as span of control which obviously wide.
 Close contact with the customer. Operating as independently owned business will be
an advantage as there is unique customer relationship; the organisation will be able
to know the exact customer preference. So will result in the level of satisfaction and
repeat business because of loyal customer.

 The uniqueness and authenticity of the business. The product portfolio of the
independent owned is unique. Since the product is unique, the business will be at
ease to offer a niche product and target a specific type of customers. This can add
value to this type of hotel as well as gaining recognition.
 Moreover this type of hotel has a financial autonomy meaning that they don’t have
any financial aspect compared to chain group that requires a minimum level of
finance to operate. Normally a hotel chain requires a certain amount of revenue and
profit to grow to finance the other hotel chain. For an independent hotel own
decision will be base on its abilities to undertake the work.
The limitations of an independent hotel
 It does not have the support from other businesses which include the marketing
support since independent hotel are alone they have much power and influence of
customers. Leading to emphasis on much marketing which then create an additional
expenses of the hotel.
 Limitation of agreement with travel agents and OTAs-Online Travel Agency. The
promotion of the hotel thought this means will be ineffective as the customers will
be aware about the existence of the hotel.
 Diseconomies of scale as there is no standardisation when offering product or
services so the hotel will not be able to buy bulk purchasing so this might result in an
increase in the cost of the hotel.
Conclude; maximise the advantage and to differentiate themselves, the independent hotel
in small accommodation such as B&B, Hostels, Cottages and small hotels
2. Chain Hotel Management
In this type of ownership include a hotel to form part in of a chain group which can be
situated in different area in the destination ex in Mauritius the group Sun resort possess 5
magnificent hotel two of them are Sugar Beach located at Flic enFlacWolmar and Long
Beach located at Quatre-Cocos. In this particular ownership, the head of the group tends
more to impose a minimum standard and is stricter compared to the independent owned
properties concerning abiding to the rules and procedures. Some owners might be involved
completely in the business or some might be involve partially. They have to manage the
administration, marketing and promotion aspects of the firm. Perhaps this type of
ownership might tackle a mass market customer with a standardised service.Moreover it
will be easy to implement new trend such as mobile app and QR code can be used for pre,
during and post stay, and simultaneously useful during the Covid-19 as the have the finance
required to implement it. The hotel chains can be operated in two forms:
a. Management contact
b. Franchise

The advantages of chain hotel
 This kind of hotel enjoys a high volume of sales. The hotel will be able to enjoy
economies of scale which means that the average cost of the hotel will be lowered
because discount gain when buying in bulk. In addition to that more type customers
are being targeted as resources are being providing to be able to deliver service.
 The hotel chain usually have their own marketing (costly marketing to crate
customer awareness) and public relation offices to manage the advertising part, the
communication and of the entire chain to enhance the reputation and recognition.
The marketing used might be much effective due to the large investment of capital.
 Larger the hotel is the more negotiation power with travel agent and online travel
agency. So hotel will be able to gain more recognition. Agreements: Larger hotel
chains have a better negotiation power against the TOs and online travel agencies.
The disadvantage of hotel chain
 Lack of independent meaning that if one particular hotel want to make a change
(perhaps for stimulating demand); it will be impossible for the hotel to make it as
the shareholder might not agree with that. They have an upper hand on all the
hotel chain so they make their own management control and planning of their
hotel chain. The hotel chains are dependent on the owners they have much
freedom they much abide to rules regulation and standard set by the owner.
There is no uniqueness of product.
 Furthermore, the decision making takes too much time due to long chain of
command, this type of organization has a tall structure which means that all
decision making or communication will be slow down so this can lead to problem
in quality as well as employees morale can be lowered as they will not be able to
complete their task during this process. They should wait of the decision and
then continue their task.
Example of hotel chain management
 LUX Collective
 Constance Hotel Mauritius
3. Management contact
The person who owned the property has a contact with a company to operate. It happens
that a famous chain may set up new premise and has upper hand on it while negotiating for
a local firm to run the business. In some case local investors can invest money in concerning
the building up of an accommodation and at the same time have working with famous
groups such as Ramada or Marriott, to supervise the operations. In both cases, there is

profit sharing. There’s no need for the accommodation provider to build up reputation as
the famous groups have already done the work as well as the investment for development.
The advantage of management contract
 With this type of ownership, the business will be able to save time and resources.
The firm will be able to concentrate on marketing and another development.
Moreover, the specified purpose of the company can be managed by the
management contract company at the same time the company will have and upper
hand on its assets (money, time).
 Operating in a contract management can lead to a continuity of the company. If ever
the company change manager for any reason like fraud, theft, retirement, will no
longer have an impact on the company as the standard implemented at the
beginning of the deal will be the same. The way of managing or dealing will be the
same thus; there is no need to worry about the capacity (in term of success) of the
company.
 Furthermore the company will receive skills and experiences. The company will be
assisted if ever the company have some problem in management aspect. Moreover
the assistance provided is more likely to be professional one. The company will be
able to concentrate on things where they perform better. Thus will lead to better
profit and better way managing the financial part of the company.
The disadvantages of management contract
 However the operational running of the business will be managed by the
management contract company. This obviously means that the company don’t have
any control over operational aspects of the company.
 Conflict of interest is also one of the disadvantages of work with a management
contract company. They often bargain with competitors leading to conflict of interest
in addition that large management company which deals with them. The objective of
making profits usually make them affiliate with other company
4. Franchise
A franchise is a legal license give to the franchisee. It’s the franchisor who gives the
permission to make use of brand name by franchisee to be able to operate. The first
franchise has begun when the Ritz Development in New York City franchised the Ritz-
Carlton. However it may happen that franchise business has different name from the
franchisor but the concept is still the same. The accommodation provider will have to
royalty fee to obtain the brand name license, the training, the infrastructure. The franchisee
can the independent, partnership or even a small corporation or group of investors.
Therefore if hotel have Holiday Inn, Sheraton or Hilton symbols are managed by local
independent investors. The firm will of course need to run in accordance with the franchisor
guideline so no freedom. Furthermore the brand name is already established in addition to
that there’s no need for strong marketing or advertising.

The advantages of franchise (franchisee)
 Less risk when starting up. The company will work with organisation that has already
been successful. The franchisee will no longer need to work hard on establishing the
reputation therefore the franchisee business will save up on resources and money.
 The marketing have already done so the franchisee business does not need to make
the marketing aspects of the company. The marketing undertaken are very strong
and have great impact on the customers. Both persuasive and informative
advertising have used to stimulate and create customer interest as well as
appropriate pricing strategy and promotional strategy have to used to for customer
satisfaction and loyalty. This means that the awareness part has already been
completed.
 Moreover finance assistance is being provided. Franchise does provide funds for
huge project with required high investment. If ever the franchisee want to invest on
new project for example on new software concerning reservation. The franchisee
may have interesting plan (innovative ideas) for the success of the company but does
not have enough capital to start. It is more likely seen as a helping hand.
The disadvantages of franchise (franchisee)
 However being a franchisee will also mean that the business will have to pay a
license fee which is also called royalties fees. It is more likely to be fees for
membership. The fees collected by the franchisor will enable them to build another
company or to finance their transaction in addition to that the fees can very high and
at the same the franchisee will to share profit with the franchisor.
 There is lack of freedom and independence when operating as a franchisee. Taking
the example of the marketing aspects, it has been already done by the franchisor.
Suppose that the franchisee have different marketing strategy which can much
better than the franchisor but unfortunately the franchisee must stick to marketing
strategy of the franchisor. The franchisee cannot create own reputation but be in the
shadow of the franchisor. Like all agreement there certain rules and regulation that
should be followed.
Advantage being a franchisor according to Carlos Garcia
 Expansion can be more rapid because the franchisees provide manpower that might
be experience enough to provide a quality service. This might be obviously be
possible due to training that have been provided to them initially, perhaps the
franchise business makes better use of the training obtained. This can lead to better
customer satisfaction hence, increase in the sales. The expansion will be more
quickly due to amount of cash received. Both franchisee and franchisor will benefit
from expansion: gain more recognition, better training and raw material and so on.

 The franchisor can receive high royalty fees (it is a percentage of sales that should be
given to the franchisor) because of successful location or quality product and
services offered. This means that if the franchisee business is located in a strategic
area the level of arrival will be high for example a hotel which located near the
beach, so this will automatically attract the customers. Moreover if the customers
have been satisfied with the way that they have been treated this will eventually
lead to a customer satisfaction as their needs and wants have been corrected meet.
Therefore will be higher sales if of course the hotel offer a quality customer service
consequently this bring a high amount of royalty fees that must be given to the
franchisor.
 Since the franchisee is responsible for their success they will be more motivated to
perform better so the franchisor can rely on them a bit for the success of the
business. This so means that it is not to absolute control, so this allow the franchisor
to concentrate on other issues or even to think about an innovative to function for
business success as there is a tendency of change in attitude and taste among
customers.
Disadvantages of being a franchisor according to Carlos Garcia
 However if the franchisor has chosen the wrong franchisee this might bring to
negative reputation due to the brand that that are the same, the amenities, the raw
material and so on. Their reputation might be at sake and can lead to decrease in
customer satisfaction as a reason of poor performance thus leading to a decrease in
sales.
 The franchisor may have less control over the franchisee as they are not as much
closer than the manager and its subordinates. The franchisee may have their goals
and visions, mission so it is very difficult to control or obtain the same performance.
This can also result to a gap in the way of functioning. Sometimes this can be useful
for certain business but useless for other business.
Example of Chain hotel management including franchises and management contact
 Hilton
 Hyatt
 Marriott
 Starwood
 IHG

5. Referral group
This ownership consists of self-govern hotel groups which have together an alliance and
work for the same purpose. The firm will be able to work freely and apply their own way of
managing as in referral groups the system is not exactly the same but the quality to exceed
customer satisfaction must be consistent. The best example of referral group is the Best
Western Int.Hotel. The company will be able to flexible when operating and will benefit
from costly reservation and advertising.
Advantages of being a referral group
 The independent have been affiliated together for the same purpose. This will lead
to less competition among the hotel; they prefer to help on financial aspect or
management purpose. Moreover outsourcing will be allowed i.e. if hotel can
outsource the room available from another hotel due to 100% of occupancy or
overbooking. It really acts as a helping hand where they can reach their goals
together.
 There will be a main purchasing service meaning that there will be only a central
supplier concerning the amenities, linen, and towel and restaurant ingredient. This
means that the quality of material at the beginning will be of quality if of course the
supplier is trustworthy and reliable. This will therefore increase the standardisation
of the product so will stimulate the customer interest concerning the Referral group.
 The hotel referral will not be duplication but offer the same level of service which
can operate differently. This clearly means that the hotels which form part in the
referral group are free to operate as they wish without any competition among
them. It should be noted that if a member of the referrals groups want to implement
a change they can undertake it provided that the service should more or less remain
the same.
Disadvantages of referral group
 The members of the referral group will need to abide to some standards. This means
that they will not be able to do benchmark in relation with the service that luxury
hotel are provided. It may happened that the referral not located the in same area,
country or region, the way of delivering service might be different it may varies
according to demographic or even geographic. So this may lead to decease in
customer satisfaction thus decrease in sales.
 Being member in a referral group doesn’t secure hotel position forever. If a member
of the group doesn’t not abide to some requirement or meet deadlines concerning
the payment, the group can decide to make the member quite the group. Some
requirement might not always be favourable for some members but they should
imperative abide and pay. The level of freedom is not what it looks like as like it is
said in the paragraph there are requirements that should be abide.

Discuss the role that grading, classifications systems
and online reviews sites play when potential guest look
for and book for the accommodation [P3]
What is meant by Grading system?
Grading is the assessment of how good or bad are the services and facilities that are offered
by the hotels while service delivery focuses on the way an organisation distributes the
services to the guests. According to Callan (1995) he defines it as “a qualitative assessment
of the facilities described under qualification.
Different types grading systems
The more common grading systems:
 Star Rating
 Letter grading – “A” to “F”
 Deluxe/Luxury, First class/Superior, Tourist Class/Standard and Budget
Class/Economy. Specially flight companies used these systems.
All these grading systems rate it in terms of food services, entertainment facilities, view,
room variations such as size and additional amenities, spas and fitness centres, ease of
access and location may consider in establishing the grading systems.
International grading system
1. Australia Grading systems
In Australia they use the Star Rating to grade their hotels. They are owned by the Australian
Auto Clubs – the NRWA, RACV, RACQ, RAC, RAA and RACT. The star rating represents the
quality and condition of guest facilities and is determined by more than 200 criteria that
have been ranked by Australian travellers according to what is important to them when they
go for a hotel. Star Ratings at Australia are an internationally recognised symbol for quality
accommodation standards. They are used in more than 70 countries worldwide and reflect
the cleanliness, quality and condition of guest facilities. The “Star” symbols are a licensed
trademark and can only be used by properties that have been licensed to use them the
Australian Tourism Industry council (ATIC). Star symbols are expressed as:
 ½* Star – Half Star ratings (not used alone) indicate modest improvements in the
quality and condition of guest facilities.
 1* Star – Properties that offer budget facilities without compromising cleanliness or
guest security. Guests may access fee-based service or facilities upon request.
 2* Stars – Priorities that focus on the needs of price conscious travellers. Services
and guest facilities are typically limited to keep room rates affordable and
competitive but may be available upon request or fee based.
 3* Stars – Priorities that deliver a broad range of amenities that exceed above-
average accommodation needs. Good quality service, physical attributes are typically
fit for purpose to match guest expectations.

 4* Stars – Priorities which achieve a deluxe guest experience. A wide range of
facilities and superior design qualities are typically complemented by service
standards that reflect the varied and discerning needs of the guest.
 5* Stars – Priorities that typify luxury across all arears of operation. Guests will enjoy
an extensive range of facilities and comprehensive or highly personalised services.
Priorities at this level will display excellent design quality and attention to detail.
2. United Kingdom
In the United Kingdom hotels are grading from one-star to five-stars. This applies to all
accommodation types apart from self-catering that the AA (Automobile Association) started
offering in 2009. According to AA these are Star Rating Criteria:
The AA one Star Hotel Rating
 A minimum of five letting bedrooms.
 100% of bedrooms with en suite or private facilities.
 Resident guests, once registered, always have access to the hotel. Proprietor and/or
staff on site all day and as a minimum on call to resident guests at night.
 A dining room, restaurant, or similar eating area a cooked or continental breakfast
seven days a week.
 A dining room, restaurant or similar eating area serving evening meals at five days a
week.
 A bar or sitting area with a liquor licence.
 Hotel generally open seven days a week during its operating season providing, on
every day open, the level of service and facilities appropriate to its star rating.
 Proprietor and or staff available during the day and evening to receive guests and
provide information, services such as hot drinks and light refreshments.
 A clearly designated reception facility.
 Meeting all the current statutory obligations and providing Public Liability insurance
cover.
The AA Two Star Hotel Rating
 (In addition to the requirements for one star)
 All arears of operation should meet the Two Star level of quality for cleanliness,
maintenance, and hospitality, and for the quality of physical facilities and delivery of
services.
The AA Three Star Hotel Rating
 (In addition to the requirements for two star)
 All arears of operation should meet the three-star level of quality for cleanliness,
maintenance, and hospitality, and for the quality physical facilities and delivery of
services.
 Once registered, residents always have access during the day and evening without
use of a key.

 Access available outside these times.
 Dinner served a minimum of six evenings a week with bar snack or equivalent
available on seventh evening.
 Room service as a minimum of hot and cold drinks and light snacks during daytime
and evening. Option to provide on request only, without need for full menu
promoted in bedroom. Guests should be made aware of this service provision via
room information and made aware of prices before ordering.
 All bedrooms with en suite bathrooms
 Internal or direct dial telephone system required.
 Wi-Fi available in public arears.
The AA Four Star Hotel Rating
 (In addition to the requirement for three star)
 Expectations is for higher quality of service levels in all departments and in general
higher staffing levels; as well as a serious approach and clear focus to the food and
beverage offering.
 All arears of operation should meet the Four-Star level of quality for cleanliness,
maintenance, and hospitality, and for the quality of physical facilities and delivery of
services.
 24-hour room service, including cooked breakfast and full dinner during restaurant
opening hours.
 Once registered, residents should have 24-hour access, facilitated by on-duty staff.
 Enhanced services offered, e.g., afternoon tea, offer of luggage assistant, meals at
lunchtime, table service on request at breakfast.
 At least one restaurant, open to residents and nonresidents, for breakfast and dinner
seven days a week. Hotels without restaurants located within easy walking distance
of a range of places to eat are required to serve as a minimum snacks, light
refreshments in public arears, bedrooms, at least in core hours between 7am to
11pm.
 All bedrooms with en suite bathrooms and all with WC and thermostatically
controlled showers.
 Wi-Fi-or internet connection provided in bedrooms.
The AA Five Star Rating
 (In addition to the requirements for Four star)
 Excellent staffing levels of proactive service and customer care
 All arears operation should meet the five-star level of quality for cleanliness,
maintenance, hospitality, and for the quality facilities and delivery of services.
 Hotel open seven days a week all year.
 Enhanced services offered e.g., valet parking, escort to bedrooms, proactive table
service in bars and lounges and at breakfast, “concierge” service, 24-hour reception,
24-hour room service, full afternoon tea.
 At least one restaurant, open to residents and non-residents for all meals seven days
a week.

 A minimum of 80% of bedrooms with en suite bathroom with WC, bath and
thermostatically controlled shower, 20% may be shower only.
 A choice of environments in public arears of sufficient relevant size to provide
generous personal space.
 Additional facilities e.g., secondary dining, leisure, business Centre, spa, etc.
 At least one permanent luxury suite available comprising of three separate rooms-
bedroom, lounge, and bathroom.
3. Burj Al Arab hotel
The Burj A l Arab hotel in Dubai the only 7 star hotels was opened in 1998 with a butler for
every room – this has been the first hotel being widely described as a “seven-star”. The
level of service, infrastructure, size is spectaculars and unimaginable.
Local Grading system:
1. MTPA
In Mauritius there is only one grading system which evaluate hotel in Mauritius to 1 star to
5-star Luxury such as Royal Palm Beachcomber. However, in Mauritius we do not have 1 star
Hotel it starts only with 2 stars.
What is meant by classification Systems?
According to UNWTO hotel classification is the ranking of hotels, usually by using
nomenclature such as stars (Or diamonds), with one star denoting basic facilities and
standards of comfort and five stars denoting luxury in facilities and services. The purpose is
to intending guests in advance on what can be expected to reduce the gap between
expected experience facilities and service delivery. The terms “grading” “rating”
“classification and “star rating” are used to refer to the same concept. For example, to rank
hotels by their facilities and standards.
According to Landman, hotels are classified according to the hotel size, location, target
markets, level of service, facilities provided, number of rooms, ownership and affiliation etc.
Different types of Classification systems
International classification systems:
1. The leading hotels of the world
The leading hotels of the world, Ltd. is the largest luxury hospitality organisation in the,
representing over 430 of the finest hotels, resorts, and spas in over 80 countries. The
company established in 1928 a group of European hoteliers. It is an award that the leading
hotels of the world offered to most spectaculars’ hotels in the world. For example, in even in
Mauritius there are some hotels like “Constance Prince Maurice”, “Maradiva Villas Resort &
Spa”, and “Royal Palm Hotel Beachcomber”. The award show to VIP guest which hotel in
every country are the best.

2. Guide Michelin
The Michelin Star is an award for restaurants offering quality cuisine published in the
famous guides rouge. The classification system founded in 1926. It awards with stars in 24
countries around the world. In 1936 the guide Michelin established each star such as 1 star
Michelin means “A very good restaurant in its category” 2 stars Michelin means “Excellent
cooking, worth a detour” 3 Stars Michelin means “Exceptional cuisine worth a special
journey”. Moreover, in 2020 guide Michelin established a star named “Gastronomie
Durable” where the restaurant need prepare foods and delivering service in a sustainable
way and they classify restaurants in terms of “E-label Bib Gourmand which means that the
guide Michelin classify it in terms of value for money.
Local Classification systems:
The Government has approved the implementation of a hotel classification system in
Mauritius, with the promulgation of Tourism Authority Hotel Classification regulations in
2015. The Tourism Authority already classify 93 hotels in Mauritius. They are classify as from
2 star as mentioned before o five star luxury.
How Classification and Grading systems affects guest decision
making
1. Hotel classification provides identification or indication of what is to be expected,
thereby contributing to consumers confidence before, during and after his or her
stay. This may affect on the decision making on what types of hotels the guest what
to go in terms of classification propose by various classification and grading systems
as mentioned before.
2. Serving as a marketing and promotion tool. By displaying their stars, hotels are in
effect promoting their specific characteristics and additional services, within the
framework of the relevant classification system. This may affect the decision making
due to quality service, location, and ownership affiliations.
3. It allows to consumers to compare from hotels in terms of budget and level of
service which hotels to choose as there is a range of accommodation types that are
proposed on classification systems as also there is enough classification system to
know for guests to compare from hotels.
4. Comparability across accommodation types remains an important challenge e.g. For
consumers it becomes difficult to compare what is the best with different
classification systems around the world there is not a specific worldwide
classification system as every classification based the ratings on their way they
suppose that this hotel is a 5 star and that hotel is a 1 star hotel. However, a
customer can appreciate more a 3 star service than the 5 star hotel he or she go. So,
the guests may not want afterwards choice a hotel based on his or her ratings.

What is meant by Online Review?
An online review refers of a product or service provides by the organisation and when the
consumer experienced service or purchased it and at the end gives his/her feedback on an
online review site. According to UNWTO online guest reviews or user generated content
(USG), play a very important and interest to the accommodation industry and the wider
tourism sector. The emergence of online guest reviews in the last decade has challenged the
necessity for hotel classification systems, with critics arguing that guest reviews are better at
providing a benchmark on the quality and range of services a hotel can offer.
International Online Review site:
1. TripAdvisor
2. Booking.com
3. Expedia
4. Hotels.com
5. Facebook
Local Online review Site:
1. Mari Deal
How online review site play a role on potential guests booking?
Online reviews are emerging as a powerful source of information affecting tourists pre-
purchase evaluation of a hotel organisation. This trend has h highlighted the need for a
greater understanding of the impact of online reviews on consumer attitudes and
behaviours.
The internet is being used increasingly by consumers to inform their decision on which
holiday destination to visit or hotel to book. In making their decision, consumers often
obtain recommendations from friends through word of mouth, refer to the media including
advertising and marketing campaigns, or consult sources on the Internet. The internet
provides easy access to reviews posted anonymously by multiple consumers evaluating
hotels and holiday resorts throughout the world.
Impact of online review on guests booking.
Online consumers review as a form of electronic word are experiencing massive growth and
are one of the most relied on sources of information for choosing holiday destinations.
Research shows that consumers are willing to have faith in this electronic word of mouth to
provide them with information on which to base their perception of firms and subsequently
their purchasing decisions. Common platforms for travellers to share their travel experience
include online review websites such as: TripAdvisor, Booking.com, Mari Deal etc.
1. Reviews provide both positive and negative evaluations of a firm’s evaluation of a
firm’s service and often remain on sites for a long period, exerting a lasting impact
on a firm’s reputation and on decision of customers decisions. However, 91% of
people trust online customer reviews.

2. To provide further evaluative information to future customers, online review sites
often include quantitative consumer ratings of a product or service as well as star
ratings for hotels. Faced with a range of information on an online site plus the need
to make a quick and efficient decision, customers may use ratings to make
evaluations without having to seek out the further information.
3. TripAdvisor often organised award and recognitions like travellers’ choice 2020 Best
of the Best, certificate of excellence these types of certificates give to organisation a
better visibility for customers that nay influence the customer decision to make a
hotel or restaurant or other similar types of organisations, this may influence
customers choice to filter some organisation that have and do not have these award
as these organisations are certified by an online review’s sites.
4. According to UNWTO online behaviour indicates that most consumers exhibit online
research below the aforementioned averages, with 49 % of consumers visiting ten or
less unique travel sites. Nevertheless, a substantial number of consumers do spend
considerable time online researching hotel decisions, with more than 20% of
consumers visiting more than 30 unique sites. It shows that it is true that online
review may affect the decision making of consumers

Specific Organization structure, size, scale based
according to the question 1.
Bakwa Lodge Organisational Chart
Mission
Offer to our guests a memorable experience with comfort, safety and in a sustainable manner.
Vision
Be the most fabulous and sustainable eco lodge in Mauritius, offering an intimate and safe contact
with our exotic fauna and flora of Mauritius in its harmonic surroundings.
Core Values
 Creativeness in a sustainable way
 Being part of our local sustainable development
 Hospitality is our dedication
 Providing positive experiences for both visitors and hosts
1. Serviced Accommodation
According to my colleagues and me we propose a serviced accommodation as they already
own a restaurant which can accommodate 60 guests it will better for the F&B manager to
opt for a F&B service which can be a be a buffet service or À la carte service. Moreover, in
terms of Room division service they should propose a serviced accommodation. However
due to Covid-19 pandemic procedures such as sanitary of room, contactless check-in and
check-out and disposition of hydroalcoholic or hydro non-alcoholic gel should be disposing
for the safety of guests and staff at Bakwa Lodge.
General Manager
Housekeeping
Manager
Valet Laundry Officer
Public Area
Attendant
Front Office
Manager
Front Office
Supervisor
Guest Relation Receptionist
Reservation
Officer
F&B Manager
F&B Supervisor
Waiter Barman
Executive Cook
Sous Chef
Chef de Partie
Cook Pastry
Maintenance
Manager
Maintenance
Officers
Gardener
Leisure &
enterainment
Officers
Purchasing Officer Sales&Marketing
Officer

2. Lodge
After an analyse we found that Bakwa lodge is categories as a lodge due to the seating
capacity which is 60 persons. Moreover, as the room available of the lodge is only 20 rooms
that is why the lodge is categories as a lodge. Hence, with a lodge category the manager and
staff have more facility to exceed expectations of guests as the number of guests available is
limited and staff and manager are more able to focus on attention of the guests that’s why
in a prestigious small hotel majority of guests are satisfy. In terms of Covid-19 as the lodge is
a small category of hotel, gathering of people will be less and risk too. Lead to more guests
at lodge after the opening of hotel at Mauritius as customers will feel more safe than to be
in a big hotel category.
3. Number of staff needed
As mentioned before as it is a lodge and according to our organisational structure we found
in the housekeeping department we need a manager to assure the quality standard and no
need for an assistant manager or even supervisor as there is limited of rooms and we need
only 3 valet to be able to clean and sanitize all room and 2 staff in the public area and finally
a laundry officer to control linen stock and get interrelationship with F&B department to
provide them table cloth and
In terms of front office our colleagues and me found that at the lodge we need a front office
manager, a supervisor to be able to show staff where there is some mistakes to rectify, 3
receptionist, 1 guest relation officer, a reservation officer and 1 for a night auditor as the
receptionist can make them to do night shift to do the task of night auditor.
F&B department as there is a small restaurant, we should have an F&B manager, a
supervisor, 6 waiter and 2 Bar man. In the kitchen department, Bakwa should have a chef
cook, a sous-chef, 2 chef de partie, 4 cook and 2 pastries.
To have a maintenance department in a hotel it is primordial as all things can broke and
having an officer to resolve all these issues it is important. Having a maintenance manager
to manage the team is primordial, 3 maintenance officer and 2 gardeners as all lodge is
something that promote sustainability and having minimum 2 gardener to conserve the
beautiful of the lodge it is primordial.
Having an animation department in a lodge is essential too as there is many activities that
can be practice there and having in the team 4 members it is important to allow the guest
experience memorable moment at Bakwa Lodge.
Purchasing and sales and marketing officer and manager is important to be able to promote
the lodge and in terms of purchasing to be able to buy raw materials for F&B department
equipment for Maintenance and products, amenities and equipment for housekeeping.
At the top of the organisation a general manager is important too to be able to manage the
team to become successful and the general manager can give him or her the responsibility
to manage money. To conclude, having a small team but an efficient it can allow the lodge

to be very successful added to this span of control will be able to do easier there will be
minimum of intermediate.
Ownership
Concerning the ownership that Bakwa should adopt, we had proposed independently owner
hotel. The hotel is small lodge which can accommodate at least 60 guests with few staff.
This means that Bakwa lodge will be able to operate own and manage the hotel at ease
without any pressure from the shareholders. The management o f the lodge will be easy and
quick to implement strategies from sustainability as well as the measures link to Covid-19.
With reference to the size of hotel there’s no need to be affiliate with neither as
management contract nor hotel chain management. Moreover, the head of these
ownerships will not take into account a small enterprise which can’t guarantee that they will
successful or not. The structure and size of the hotel don’t convince partners to invest as
they believe that the small size company to bring to low profit. They target hotel which have
the potential to bring more profit and who targeted mass market.
Operate as an independently owned business can result in many potential benefits for
Bakwa Lodge. Since the hotel operates solely, the authenticity of the environment and
culture can be preserved. Customers nowadays wants to experience that uniqueness the
hotel provide so this will be possible if Bakwa operates freely without changing the way of
functioning because of profit (other ownership don’t hesitate to change to the profitability
objective). Bakwa lodge will be allowed to choose that type of advertising marketing to use
whether it is informative or persuasive and choose that type of promotion to use in relation
with the country’s peak and off peak season. Bakwa will have a close contract with its
customers so this will enhance the uniqueness of the product and services as staffs will
exactly the needs and wants of the customers at the same time meeting them. So, this will
create a customer satisfaction and repeated business hence, leading to profit which will be
kept in the business which means that the profit will not be shared. This will allow Bakwa
lodge to invest this money on future opportunities perhaps on new technologies to be
sustainable and to deal with Covid-19. Any decision taken will not take so much time to be
validated so in any case of crisis the decision will be much quicker and Bakwa will be able to
manage it with professionalism. These are the reason why Bakwa should operate as
independently own hotel.
Classification
In terms of classification to what Bakwa Lodge should attain is the Small Luxury Hotels of the
World (SLH). It is a very famous classification systems and famous hotel are affiliated with
the classification. They personally visited, verified the hotel and give them the award that
they form part and may bring to Bakwa Lodge a better brand name or goodwill in Mauriitus
and even around the world. Why we choose Small Luxury Hotels of the World it is with the
specific criteria they asked such as the hotel or lodge need to have only 50 rooms average,
discrete options with the highest standards of luxury and guest welcoming. Moreover, it will
allow Bakwa Lodge to generate more profit.

Explain the organization of front office function within
this new accommodation services. [P4]
What is a front office department?
Front office department is the face and the voice of the hotel. The front office department is
noticeable department where customers receive their first and last impression. The front
office department converse with customers when they first arrived that the hotel. The
department handling customers transactions, requests and so on. The skills of the front
office staffs always vary according to the star that has been attributed to the hotel.
Moreover, with the situation of Covid-19 the way of proceeding has changed for the
security of both staff and customers.
Front office department includes:
 Front desk
 Uniformed services
 Concierges
 Front office Accounting System
Basic responsibilities of front office department can handle:
 Creating guest database.
 Handling guest accounts.
 Coordinating guest service.
 Trying to sell a service.
 Ensuring guest satisfaction.
 Handling-in house communication
Importance of the front-office
Front office plays important role registration (formalities upon the guest arrived), allocation
of room, liaise with other department concerning the availability of room to know if ever
the room is clean and ready of the customer the maintenance of the room or booking spa
session, entertainment session and others. Maintenance and settlement of guest service
(keep customer abreast with the amount of expense to avoid exceeding expense). Creation
of guest file for repeated visit (not need to do formalities again, avoid taking too much time)
.
Moreover, the front office department implements and maintains a complete customer’s
profile, combine guest service and make sure that the customer is satisfied. Front office
which be able to know if the preference of the customers, allergies and if ever the
customers are gluten-free, vegan and diary-free.
As we all know front office is the heart of the hotel. Staffs have always first contact with the
customers. The customer satisfaction will highly depend on the way the staff will interact
with the customer. Payment of activities, area such as spa, kids club and service are mainly
conduct by the front-office.

Functions of front office
 Guest Registration - first and the most important function of front office is guest
registration where it involves the checking in of customers, room allocation,
welcoming and gave them the room rate.
 Guest service - staffs in the front office department are responsible to fulfil any
guest services related activities for example making a reservation at the restaurant.
 Guest history and records - it involves in creating and maintaining a guest profile
history that they like and dislike about the products or services and also to collect
their feedback via guest comment cards.
 Guest database - this function is to develop and maintain a comprehensive database
of guest information.
 Update room status - the front office department will receive these information with
the housekeeping department and will update the status of the guest rooms on the
system. Status such as VD(vacant dirty) will change to VC(vacant clean)
 Reservation - The reservation is in charge of recording guest reservations from several
sources such as telephone, e-mail, online bookings. The reservation section of a hotel ensure
that the guest have their rooms upon their arrival.
 Postage and parcel - The front office department has the responsibility of receiving and
delivering the guests postages and parcels. They also post the guest postages and parcels to
the post office.
 Telephone - The front office helps in handling the internal and external phones calls of
guests. Also, upon the request of the guest, the front office wakes guests up at the time
given by them. The telephone operator is also responsible for attaching the costs done by
the guests and staffs while making calls.
 Finance and Foreign Exchange - The front office interrelates with the accounting
department to conduct guest payments and also provide foreign exchange service. The front
office also updates the guest bills, keeps up with the transactions done by the guest within
the hotel and sort them out before the departure of the guests.
 Inquiry - The front office department is responsible to all the questions of guests. To answer
questions of the guests, the front office department must have the knowledge of the entire
hotel. This section provides information about the hotel, facilities, rooms and the area where
the hotel is situated.
The front office department is one the most important department found in a hotel, as it makes
direct contact with guests. The functions of the front office are to make reservation, check-in and
check-out, guest services, room assignment and telephone operations. The Bakwa Lodge front office
department deals with guest’s complaints and requests, and other things. The front office of Bakwa
Lodge is also the direct representative to connect the work and report the information to others
department within the lodge. The following below explains the functions of the front office at Bakwa
Lodge.
Covid-19 Measure in the front office department
The issue of the Covid-19 has forced the hotel industry to review their hospitality
procedures with customers. Implement safety and hygiene strategies to protect both
employees and customers. Moreover, front desk staff are more likely to have close contact

with the customers hence it is mandatory to take all the essential precaution and abide to
them to avoid all risk and contamination. Rules and regulation set by the government to
protect the community against the diseases should be followed. To make sure that the all
regulations are followed, regular inspections are organised to make that all hotel abide to
the rules.
Social distancing, wearing of mask and sanitizer are the fundamental precaution that should
be followed by both employees and customers. Other procedures that the front office
department should follow:
Reception & Check-in and check- out procedures
1. It compulsory to take guest temperature at the entry
2. Bellboy (wear and gloves) will sanitize the guest’s luggage.
3. Contactless check-in where hotel apps are often being used.
4. Social distancing of 2meters is compulsory.
5. The reception and lobby area should be sanitised or disinfected regularly where
gloves, hand sanitizer, protective glass, face shield and pens must be available.
6. Sanitize the payment terminal and room key frequently even after each check-in.
7. Check-out: used touch and pay or bill payment are sent via mail then payment is
made through hotel apps.
These are procedure that should be followed by the front office department to make sure
that both customers and staff. Furthermore, medical room is provided to customers even
staff who may have symptoms.

Discuss the key roles within the front office department
for the accommodation. [P5]
1. Front office Manager:
Job Summary:
Directly supervises all front office personnel and ensures proper completion of all front
office duties. Directs and coordinates the activities of the front desk, reservation, guest
services, telephone operator, night auditor, bell boy, concierge and others that form part in
a front office personnel.
Duties and Responsibities:
 Participates in the selection of front office personnel
 Trains, cross trains, and retains front office personnel in accordance with Bakwa
Hotel standards
 Schedule the front office staff in accordance with budget guidelines and through the
direction of the General Manager
 Supervises workloads during shifts
 Evaluated the job performance of each front office employees
 Maintains working relationships and communicated with all departments.
 Maintain master and floor level ke control.
 Verifies that accurate rooms status information in maintained and properly
communicated by the HSK manager.
 Resolves guest related problems quickly, efficiently and courteously
 Updates group information to include the maintenance and preparations of any
group requirements an relays the information to appropriate personnel.
 Reviews and completed credit limit report.
 Works within the allocated budget for the front office department.
 Received information from the previous shift manager and passes on aditional
details to the oncoming shift or manager
 Checks cashiers and in and out and verifies banks and deposit at the end of each
shift.
 Enforces all chash handling and credit policies including incoming check policies and
procedures.
 Conducts regularly schedule meetings of front office personnel.

 Be responsible for the efficient and effective performance of the reception and
nights team.
2. Front office Supervisor
Job Summary:
The front office supervisor responsibilities play a crucial in the effective and smooth running
of the organisation. The responsibilities mostly comprise managing the day to day
operations of the organisation by keeping in the mind the goals of the organisation he or
she is working for.
Duties and Responsibilities
 To overview and ensure the smooth operation of all activities of the front office
 To monitor and review the checklist of all arrival and departures
 To give a warm welcome to all guests especially the VIP’s and to provide them with
the best possible services.
 Handle the booking and reservation duties and to resolve issues if there are any
complaints especially about the quality services delivered by the staff members
 To work as per the instructions given by the front office manager and to organise
and coordinate all the front office duties
 To supervise the front office staff and to ensure that tey adhere by the rules and
regulations of the hotel and to make sure that discipline is followed by all he staff
members
 The front office supervisor is responsible for communicating and directing the staff
members in a clear and concise manner and provides details regarding their work if
possible in a written format
 The supervisor need to encourage them to improve their work, thus enhancing the
quality of services they deliver
 Listens carefully to the requests made by the incoming guests and tries to
understand and respond to them by giving them appropriate details regarding the
timings of the outlets, near by tourist spots, local attractions, etc.
 It is involved in the registration process and retrieving data whenever there is a need
3. Guest Relation Officer
Job Summary:
To provide a high-quality service to the hotel customers. The guest relation officer address
to complaints and go the extra mile to make sure the guests are satisfied.

Roles and Responsibilities:
 Welcoming guests in a friendly an professional way
 Addressing and escalating customer complaint
 Providing about facilities, programs and other services
 Review arrival lists to welcome guests
 Attend to special guests (e.g. VIPs) and answer their inquiries
 Help prepare welcome folders with collateral (e.g. room service menus, area
descriptions)
 Provide information about amenities, area and venues and promote services
 Anticipate guest needs and build rapport with customers
 Offer assistance with certain tasks (e.g. confirming travel arrangements, taking
message)
 Address customer complaints and escalate to supervisor or manager when needed
 Record information in the logbook daily
 Ensure compliance with health and quality standards
4. Receptionist
Job summary:
The front office key role is to perform various administrative and clerical tasks. He or she
undertaking a variety of activities in the office, including filing, answering the phone,
organising documents, basic bookkeeping, and more.
Roles and responsbilities
 Greet clients and set positive office atmosphere
 Answer the phone, take messages, and redirect calls to appropriate offices
 Organise and maintain files and records; update when necessary
 Create and maintain updated documents and spreadsheets
 Oversee sorting and distribution of incoming mail
 Prepare outgoing mail
 Operate office equipment, such as photocopier, printers etc.
 Organise bookkeeping and issue invoices/checks
 Record meeting minutes and dictations
 Perform inventory of office supplies and order that is needed

5. Reservation officer
Job summary
To assist customer with their booking needs and to provide various planning and booking
services, including answering customers questions, making travel suggestions, and booking
rooms and tickets.
Roles and responsibilities
 Assisting and advising customer who may be choosing from a variety of travel
options
 Making reservations for customers based on their various requirements and
budgetary allowances
 Checking the availability of accommodation or transportation on the customers
desired travel dates
 Helping plan travel itineraries by suggesting local tourist attractions and places of
interest
 Processing payments and sending confirmation details to customers
 Sorting out any issues that may arise with bookings or reservations
 Up Selling and promoting reservation services
 Answering any questions customers might have about the reservation process
 Up-selling, when appropriate, by informing customers of additional services or
special packages, such as tour tickets, travel insurance, or upgraded
seats/accommodations.
 Providing support to customers who may need to amend or cancel reservation
 Stay in contact with the marketing department to know all promotion
6. Night auditor
Job Summary
The night auditors works as the front desk of a hotel during night, and they must ensure
that the quality and integrity of the establishment are maintained just as diligently as they
are during the day.
Roles and responsiblities
 Balancing the accounts from day shift
 Managing front desk activity and handling guest check-ins and check-outs during
night

 Ensuring customer satisfaction by scheduling wake-up-calls and other concierge
activities according to guest preference
 Handling customer requests and complaints and directing other employed or
departments accordingly
 Creating invoices, bills and checks for vendors, employees and contractors
 Post charges to the guest accounts that have not been posted or were incurred on
the night audit shirt
 Transfer charges and deposits to master accounts
 Checks to see that all charges are assigned to the appropriate departments
 Verify that all transactions performed at the front desk are supported by
documentary evidence and signatures as necessary and that they have been
correctly posted and allocated in to PMS system
 Verifies all account postings and balances
 Verify guest folio

Analyze how the operations of the front office
department within the accommodation will meet the
overall business mission and objectives. [M2]
1. Promote our vision
The front office department are able to meet overall business mission and objectives
through some initiatives like, when guests come to Bakwa Lodge. The guest relation officer
is able to promote the vision and mission statement of Bakwa Lodge through the process of
check-in for example, promoting the culture and nature of Mauritius, proposed to the guest
some cultural tours that are available at Bakwa Lodge, try to convince the guests to
participate in some events to promote sustainability at Bakwa Lodge, sensitize guests to
choose activities that may not affect our coral reef and choose for more sustainable
activities like kayak, walking, pedalo etc. and by telling the guests more about the culture of
Mauritian like the typic food to conserve our culture and promote it. Moreover, during the
process of check-in the guest relation may proposed some initiatives to be more sustainable
like the linen change upon request initiative. Furthermore, if requested by customers, the
guest relation can explain to the guest more about the wastewater treatment and energy
conservation program like the air conditioner technology where when the guest open the
door the air conditioner stop working. Hence, with all these initiatives take by the guest
relation officer this will promote the vision, mission and objectives of Bakwa lodge to
become of the best eco-friendly lodge in Mauritius.
2. Check-in
During the check-in process as mentioned before, they are able to promote the vision and
mission of the organisation. Moreover, during the check-in process when explaining all
these initiatives to the guest, the guest relation officer can maximise profit as the main
objectives of a business is to maximise profit. Hence, during the process the guest relation
can make upselling of activities proposed by the team of Entertainment at Bakwa lodge and
also convince them to choose the restaurant for a beautiful dinner. In other words,
promoting the hotel activities to increase the profit and income of the organisation as the
guest relation officer main objectives is to make upselling. This will make the customer
satisfaction and may become a loyal customer that lead to positive word of mouth and
social media marketing in other word free marketing and one of the most efficient
marketing, that may bring more customer at Bakwa Lodge.
3. Paperless (used of less paper) for eco-friendliness or
deal with Covid-19
To be able to meet the objective of being sustainable and deal with Covid-19 situation
swiping towards contactless check-in where no paper is being used for formalities. iPad or
tablet are often being used to promote covid-safe zone so that the Lodge keep the
customers arrival high. Contactless check-in will allow the front-office staff (guest relation)
to provide a quality secure service leading to increase in customer satisfaction and increase
reputation of Bakwa Lodge. Furthermore, the contactless payment involves no papers work
concerning the formalities so this enhance the need to be eco-friendly or sustainable.
Additionally, making use of the tablet or iPad will not delay the check-in procedure as usual

when making use of the papers so customers will have sufficient even more time to enjoy
their arrival by undertaking activities or going to the spa leading to customers enjoy
wonderful resulting into repeated customers, profit maximisation and positive word of
mouth. Moreover, there are some administrative works that require paper. Initiative such as
recycle the paper after by convert it into decoration in an ecology design tend more to meet
the mission of being sustainable and add wow effect. New emergence of the customers
(eco-tourist) will be amazed by the decoration as it creates cosy atmosphere.
4. Act as an interface
Front office act as a first intermediary of the lodge, during the reservation it describes a lot
on the lodge reputation and professionalism for example answering within 3 rings, stay
professional and polite no matter what happen. The way that telephone operator will
communicate will make customer determine whether the lodge is worth it or not. By
providing the right information to right target market and upsell when needed this will
stimulate to customer to confirm the booking (50% prior to the arrival). The front office
department is the only department who has first contact with customers where the first
impression is the last impression. This means that the staff (front -office staff) will have to
provide a quality service for good impression on the entire lodge. Dress smart with a good
posture and appropriate body gestures and good welcoming with a welcoming drink or fruit
basket to exceed customer satisfaction and increase profit.
5. Create a green team:
To finally meet up with our vision which is to be the most fabulous and sustainable eco
lodge in Mauritius, it starts by explaining our staffs the vision statement and to know if ever
they did understand our mission, vision and core values at Bakwa. Afterwards, they will
need to follow some training and have a team building exercise so that they are initiated
with our sustainability objectives. Staff mainly in the front office department, guest relation
need this training because they need to properly represent our brand and to successfully
communicate our values during the check-in process with the customers because they also
must aware of the type of products and services we offer and also for them to be connected
with the flora and fauna and the culture of Mauritius.
6. Handling complaints:
Handling customer’s complaints is very important as the value at Bakwa lodge is “ providing
a positive experience for both visitors and hosts” , we need to handle them in a professional
way to avoid customers to be dissatisfied with our products and services and it will help in
increasing customer loyalty and maximise profit. Furthermore, staff at mainly the reception
will need to follow some procedures to handle these complaints.
1. Listening to the complaints
They should thank customer for the feedback, apologise for the inconvenience and also
accepting ownership and not blaming others.

2. Record details of the complaints
Keeping a record of all complaints is very important as it will help in improving our services
or products.
3. Get all the facts
They should check whether they correctly understood and properly recorded the
complaints.
4. Act quickly
They should be treated quickly before it worsen.
5. Keep your promises
If ever there are any delays when treating these complains the customer need to be
informed and also they cant make promises that cannot be delivered
6. Follow up
And finally by contacting the customer when we successfully treated the complaints to
inform him/her about the changes.
Review the Key roles found within the housekeeping
department for the new accommodation. [P6]
What is meant by Housekeeping Department?
It may be cleaning, comfortability, safety and aesthetically of the room, maintaining the
room and public area. The department is considered as the ‘back of the house’ where staff

have less contact with the customers but play a vital role in the customer satisfaction
(decoration of the room, provide amenities and add on) and safety in their room (sanitize all
touch point in guest room and in public area).
1. Executive Housekeeper
Job summary
His or her task is to control and supervise the entire housekeeping department. An
executive housekeeper has the power to hire and fired employees as well as provide
training to new comers at Bakwa Lodge. Moreover, the executive housekeeping plan budget
and requisition for the housekeeping department at Bakwa Lodge as well as manage the lost
and found section. His or her task is to make sure that the employees follow all rules and
regulation to meet departmental objectives such as being sustainable, abiding to the
procedures of Covid-19 for customer safety and satisfaction. Overwise if the rules and
regulation have not been respected sanction can be taken for those who have not abide to
the rules.
Roles and responsibilities
 In charge of the cleanliness, arrangement and aesthetic of the whole hotel for wow
effect and customer satisfaction.
 Make sure that the room are design in accordance with the hotel standard.
 Plan inventories with accounts and general store for linen, uniform and fixed assets.
 Create and apply housekeeping systems and procedures.
 Maintaining par stock of guest supplies, cleaning supplies, linen and uniform.
 Conduct on-the job training and assess its usefulness.
 Usually, Part takes in the recruitment of staff to avoid recruiting unskilled or
inefficient staff.
Routine responsibilities
 Daily inspection of public areas.
 Daily briefing with supervisor.
 Attending immediate guest requests.
 Coordinate the preventive maintenance plan of room.
2. Room attendant
Job summary
Room attendants at the Bakwa lodge are responsible for the cleaning and servicing guest rooms and
also they need to ensure that all rooms are aesthetically pleasing and also need to respect the
standards of procedures.

Roles and responsibilities
 Changing bed linen and making beds
 Replacing used towels
 Refilling dispensers of amenities such as shampoo, conditioner and soap
 Dusting and polishing furniture
 Sweeping and mopping floors
 Empty trash containers and ashtrays
 Report any technical issues and maintenance needs to the housekeeping manager
 Updating room status of assignment sheet
 Returning and restocking cleaning cart at shift end
3. Laundry Attendant
Job Summary
A laundry attendant is responsible to ensure that all laundry services for Bakwa lodge such as wash
linen, napkins uniform and drying and all is done as per the standard policies and is met on time. As,
Bakwa lodge their mission and vision is to be the best lodge sustainable lodge in Mauritius as
mentioned before. Therefore, the laundry attendant should respect the regulatory standard to meet
the mission of the organisation and using bio-detergent to wash and dry it will help the organisation
to achieve their mission and vision easier. Thus, this is why Bakwa lodge are not using outsourced
laundry organisation such as Dry cleaning as they do not have control on the product used there.
Roles and Responsibilities
 Wash, clean, dry and fold numerous hotel linen and laundry items according to the
regulatory standard of Bakwa Lodge. For example, provide linen for housekeeping
department to place on the bed, place mat and towel.
 Provide napkin and tablecloth for Food and Beverage department and provide
kitchen towel for Kitchen department.
 Clean, dry and place uniform for all department and place it on a coat sustainable
hanger. Moreover, the laundry attendant is responsible to place it by department to
allow all staff at Bakwa find their uniform easier.
 Maintain cleanliness in the laundry room.
 Update the laundry list and record it on a daily basis.
 Maintain inventory level which include detergents, sewing machines, detergent
cakes, and others. Keep it updated on a regular basis and inform the housekeeping
manager to make request with the purchasing officer if appropriate.
 Provide various other laundry service if required such as ironing of uniform, wash
customers clothes if required, and sewing if required etc.
4. Public Area Attendant
Job summary
Public areas are the places and facilities that are accessible to in-house guests and non-habitant
guests. Public area cleaning is the most important and difficult work in a hotel. A public area
attendant is responsible keeping all the facilities of the Bakwa Lodge in clean condition. For example:
the cleaning of the restaurant, bar, lobby, public restrooms, the front desk and offices. A public area
attendant encourages a positive image of the lodge to guests and must be welcoming, friendly and

should be able to attend to guest problems and questions. They supply material in accordance to the
health and safety measures of the hotel and even attend meetings when needed.
Roles and responsibilities
 Clean hallways and restroom of the hotel.
 Clean all the trashcans and ashtrays around the hotel.
 Clean all the carpets, rugs and furnishes through brooming, vacuum cleaning and other
cleaning machines.
 Must have a good knowledge of the products and services given by the hotel. For
example: hotel facilities, restaurants and bars, rooms numbers.
 He/she also attends meetings regarding events and functions such as wedding, business
party.
 A public area attendant also removes the wastes collected by the housekeepers and
keep up with the housekeeping carts.
Assess the importance of forecasting linen stock and
other guest supplies to ensure sufficient supply to meet
demand. [P7]
1. Decrease Stress
Having a well-managed par level stock this may decrease the stress on linens, staff, and
guests because when staff will placed linen and amenities in the guest room staff at the
lodge. Staff may know in advance that they have sufficient linen and amenities when they go
in a room and that customer basic needs will be achieve. Moreover, even in stressful
moment such as unpredictable moment staff are less stress as they do not have sufficient

linen to change the bed sheet. Moreover, the lifecycle of the sheets and towels will give
them enough time to recover between uses, which means that managers will not be
stressed to buy more linen every year if it is professionally managed.
2. Efficiency of staff
Staff will be able to undertake the job in smooth manner and at ease also. Staff will be able to meet
demand even in peak season when having a good par stock management. This will increase
employee’s motivation as they are meeting customer demand concerning linen and amenities
needed. Staffs sometimes are rewarded to be effective by customers through tips during stay or
during the check-out this often leads to staff willingness to perform better when perfect forecast has
been made. Customer are often satisfied with the rapidity of service that staff have as they all the
necessary item in hand to undertake their task even if the Bakwa Lodge overcrowds with customers.
This is due to perfect management of stock in accordance with the number of customer’s arrival.
3. Better control
When we are taking about a forecasting linen stock it also refers to good recording. When the staff
will keep a good record of linen stock, they will be able to identity if ever linen or amenities are
missing. There is case missing linen perhaps due to robbery or not managing the stock correctly can
lead to that particular problem. Staff will ask of requisition to be able to solve the problem of missing
linen. Sometimes inspection is being undertake to known who have stolen the linen or amenities, it
is often useless as most the time they don’t who have stolen the linen.
4. Avoid Loss of money
When performing correctly the linen forecasting we are avoiding a loss of money because when not
forecasting accurately our stock of linen for both the housekeeping and food and beverages
department there’s a risk of wastage which could lead to a difference between break-even and a loss
situation.
5. Able to respond in unpredictable moment
It is important to forecast linen stock and other guest supplies at Bakwa Lodge, in case of any
unpredictable moments occurring with the customer. The housekeeping department must keep up
with the par level of the linen stock or guest supplies in order to not ruin the experience of the
guest. For example: in case of mishap on the bedsheet such as vomit, stain or blood, the
housekeeping attendant must be able to replace the bedsheet without disturbing the linen stock.
Moreover, having a forecast of linen stock and guest supplies helps the housekeeping department in
fulfilling the demands of guests, such as additional comforter or bedsheets.

Illustrate the importance of interrelationships between
housekeeping and other key departments within the
organisation to provide quality provision and service.
[P8]
Evaluate the relationship between the housekeeping
department and other key departments in the lodge to
provide effective quality accommodation services. [M3]
1. Interrelationship between the housekeeping and front
office
Rooms are the important concern to the front office and housekeeping department. Both
departments must be in contact to interchange information on room status to avoid delaying room
assign. Front office department inform the housekeeping department about the arrival and
departure of the customer then the executive housekeeper informs the team which room which be
given the priority from deep clean the consequence of the Covid-19 has changed the way of
functioning. So constant communication is vital between these department to avoid making
customer wait too much and to protect customers upon their arrival in their allocated room and to
ensure that the room under repair (OOO) are complete on time. Moreover, communicate the type
of customer which request for room decoration(honeymooners), extra bed (customers who have
kids) is important to enhance customer satisfaction and loyalty as all requests were taken into
account by both departments.
Information about VIP customers will be communicated by the front office to the housekeeping
department, this implies that staff of the housekeeping department should be very careful and be
attentive and supervise well the VIP room for customer satisfaction and retention as customers feel
that the lodge value them most. Furthermore, the provision of the uniform for the front- office
department their uniform should be neat and clean as they are the interface of the lodge and
project the first and the last impression. The communication with the front office with the public
area is important for the rapid cleaning and sanitise all touchpoint as the majority of the customer
are in the public area section. This will be to a protection of customers as the area will be sanitise,
clean to avoid customer complaint.
If there no communication between the two department, the situation will be complicated. The
customer will have to wait for long hours, the room might not be in good condition as well as the
uniform. These factors will for course decrease the level of quality service where staff perform are
seen to be low with low motivation as they don’t receive tips or a subject to negative comments due
to their lack of professionalism and skills to manage the under-pressure situation. This leads to bad
reputation and decrease the level of the customer loyalty and brand awareness and in addition to
that the provided that the lodge is a small, it will be difficult to manage all kinds of criticism.
2. Interrelationship between the housekeeping and food
and beverages department
Another key department that must have a good coordination is the F&B department, which include
both staff in kitchen and those in service. In terms of linen such as cloths and table cloths that need
to be used in the restaurant for the cleaning of utensils and also clothe for the staff in the kitchen be
wash daily in the laundry. Also in terms of uniforms that also need to be wash.

The F&B also need to communicate with the housekeeping department for special linen that are
going to be used for special events, if they don’t have such linen in the stock, the housekeeping
department will have to order them. For room service upon guest request these two department
will need to communicate so that they can meet up with the guest request and also the f&b
department can provide an extra service to exceed their expectations. VIP guest also that requested
special amenities such as champagne and chocolate, the housekeeping department must inform the
f&b department so that they can provide them with these and also in terms of the cleanliness of the
restaurant the public area attendants are responsible to sweep the floor of the restaurant and also
to empty trashcans and ashtrays around the restaurant.
Some other ways these two department communicate with each other is when there must be the
weekly pest control and also kitchen staff have to provide meals to not only the staffs in the
housekeeping department but other department also.
We can conclude that these two department when having a good and healthy communication
between each other the Bakwa lodge operations level will run smoothly and will also provide a clean
environment for both the customers and staffs of the lodge.
3. Interrelationships between housekeeping and
maintenance department
It is important for the housekeeping department of Bakwa Lodge to collaborate with the
maintenance department for several reasons. The maintenance department is responsible
for all the supply of the machinery and structure services of a hotel. These facilities provide
comfort for guests and ensure the safety of employees. The maintenance department also
increases the efficiency of the staffs. While doing their work, the housekeeping department
may find some deficits in the facilities provided by the hotel. For example: damaged electric
plugs, breakdown of the air-conditioning system, leakage of water in the bathroom. In order
to repair all these, the housekeeping department need to report to the maintenance
department.
The maintenance department communicate with the housekeeping department in order to
do routine maintenance activities. These activities are not recorded as they are done to
provide an excellent experience of the hotel to the guest. The maintenance department
collaborate with the housekeeping to replace light bulbs, clean windows, and change
furnishes. Moreover, if a housekeeping attendant notice a problem that requires the
maintenance department, they schedule a maintenance order.
4. Interrelationships between housekeeping and
Purchasing department
The housekeeping department is important to stay in relation with the purchasing department
because, when the housekeeping department are out-of-stock of items such as guest supplies and
amenities, stationary, linen, cleaning materials and equipments etc. To be able to have access to all
these items mentioned before, the housekeeping department should convey their requirement in
other words purchase request. Moreover, as the lodge using all sustainable equipment in
housekeeping department, it is important that the housekeeping department stay in contact to
know suppliers that provide these equipment and what can be added to their equipment to be more
efficient and sustainable in the same time. Furthermore, coordination with stores department
ensures the availability of day-today necessities of housekeeping that is why it is very important to

stay in relation with this department if the purchase department do not provide them all these
equipment staff in housekeeping will not be able to work.
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