Managing Accommodation Services in Hospitality Industry

This report evaluates the scale and size of accommodation services in hospitality industry, different forms of ownership, role of grading and classification system, and online review sites. It also discusses the key roles within front office and housekeeping departments, importance of forecasting linen stock, inter-relationships between departments, and scheduling maintenance or repair work to minimize disruption to guests.

Managing
accommodation services

Table of Contents
INTRODUCTION...........................................................................................................................3
Task1................................................................................................................................................3
P1: Evaluate the scale and size of the accommodation services found in hospitality industry...3
P2: Different forms of ownership available to accommodation services...............................4
P3: Discuss the role that grading, classification system and online review sites play when
guests look and book accommodation....................................................................................4
Task-2..............................................................................................................................................5
P4: Evaluate the organisation front office function within a variety of accommodation
services...................................................................................................................................5
P5: Discuss the key roles within front office department.......................................................7
Task-3..............................................................................................................................................8
P6: Review key roles found within the housekeeping department.........................................8
P7: Identify the importance of forecasting linen stock and other guest supplies...................9
P8: Evaluate the importance of inter-relationships between housekeeping and other key
departments.............................................................................................................................9
Task-4............................................................................................................................................10
P9: Explain the importance of scheduling maintenance or repair work to minimise disruption
to guests................................................................................................................................10
P10: Discuss the importance of security..............................................................................11
Conclusion.....................................................................................................................................11
REFERENCES..............................................................................................................................12

INTRODUCTION
Hospitality industry provide services which includes hotels, restaurants for food and drinking,
travel and tourism. In hospitality industry, accommodation services means which provide
hospitality services for short time period like hotels, hostels, guest houses, apartments etc. It
means that in this services for living are provided to families and individuals for limited time of
period. The Beaumont is a luxury hotel in London UK, founded in 2014 (Chen, Law and Yan,
2022) . It provide services of hotel rooms, restaurant, spa, personal dinning area. This report
include the types of accommodation services available within hospitality industry, role of front
office department in accommodation services, role of house keeping services in house keeping
department and the facilities and securities in accommodation services.
Task1
P1: Evaluate the scale and size of the accommodation services found in hospitality industry.
 Different types of accommodation services:-
1. Hotels- This is most popular type and required the most by the tourists. In this rooms with
many different type of services and luxury are provided to the customers and their needs and
priorities are kept at first priority (Golja and Paulišić, 2021) . The hotels are situated at best
locations so that more tourist will attract.
2. Guest house- This option is best for extra income in which homes are converted into guest
house for tourists and provide facilities of room, meal, Wi-Fi etc. In guest house guests feel the
local touch and this is affordable also.
3. Hostels- This is the budget friendly and cheaper option for the tourists. In hostels bunk beds
are provided because of it new people meet and interact with other and friendly environment is
seen over here.
Beaumont hotel is providing services of hotels to its customers. It is a luxury hotel and take care
of all needs and demands of its customers (Meha and Zeqiri, 2021) . Customers are first most
priority for Beaumont because of this it is one of the best hotels in London.
 Size of accommodation services.

In this hotels mainly use hotel franchise business model in which owner of hotel wants to grow
its hotel business for that branches or franchises are opened at different places.
 Scale of accommodation services.
It is mainly divided into three type:-
1.Luxury services- In this all luxury hotels are included which target the high class people of the
society like celebrities, politicians. They provide services according to their needs and wants.
Hotels provide lounge, bars and private dinning areas on rooftops services.
2. Mid-range services- In this hotel of 3-4 star ratings are included which is mostly famous
among tourist. These hotels provide basic services like food, entertainment and other basic
amenities services. These type of hotels keep sufficient staffs to fulfil need of every guest in the
hotel.
3. Limited services- These type of hotel basically provide clean and comfortable rooms. These
hotels are budget friendly which only fulfil basic needs of the customers.
P2: Different forms of ownership available to accommodation services.
1. Privately owned hotels- It includes where is only single owner of the hotel. In this all the
decision-making power and management is in hand of owner only. Investors are investing in
hotels but sole ownership is with one person who take all the decisions for the development of
the hotel business. Beaumont hotel adopted this type of ownership of accommodation.
2. Franchise model- This model is adopted by many owners and famous nowadays, in which an
individual pay fee to use name, logo and policies of chain of hotel. Owner of this type of hotel
required to do less hard work in development of hotel because it adopting a brand which is
already known by the customers.
3. Lease hotels- In this owner of building is someone else and hotel is managed by someone else.
rent is given to the owner of building of hotel (Meha and Zeqiri, 2021) .
4. Managed hotels- On this owner of the hotel would not able to manage the hotel services for
that it appoint the management team which manage all the operations of the hotel.
P3: Discuss the role that grading, classification system and online review sites play when guests
look and book accommodation.
 Role of grading- Grading means it analyse hotels on basis of different type of services,
quality of services, offers and pricing policy. By Grading customer get to know all

information about the hotels and comparison is become easy for customers. Customer can
get the best deal according the needs and wants.
 Classification system- In this hotels are given raking by giving stars on basis of services
they provide to the customers.
Types of classification:-
1. On basis of size- In this hotels are classified on basis of size. Basically capacity of hotels or
rooms in hotels will define the size of hotels.
2.On basis of stars- Every hotel is given the rating in form of stars like 4 star 5 star on basis of
their services and customer satisfaction (Nomhwange, Diaka-Tingir and Aaver, 2022) . These
stars create great impact on the development of the hotels.
3. On basis of location- Location of hotel defines it growth in the market because customers are
most likely to book the which are on easy finding locations.
4. On basis of service- This is the most important factor because guests choose the hotel on the
basis of services it providing, this is the first priority of every customers. So every hotel should
try to give best services.
On the above basis customers able to choose the best hotel which demands, needs and wants.
This classification simplify the work of customer because now customer can easily make
comparison between the hotels and can choose the best out of all.
 Role of online review sites- People give online reviews regarding their experiences in it
can be positive or negative but it cause great impact on the hotel (Ofori and Appiah-
Nimo, 2022) . Nowadays before booking the hotels people check reviews on the online
sites which provide them the accurate information about the hotel.
Task-2
P4: Evaluate the organisation front office function within a variety of accommodation services.
 Front office operational functions :-
1. Guest registration- In this functions related to registration of guest is done like check-in,
welcome of guest, providing room to the customers.
2. Guest services- Hotel staff ask about any special service from the customer and try to fulfil if
any demand is their.

3. Guest record- Hotel staff ask customers some details and keep the record of customers
information for future purpose.
4. Reservation- In this staff is responsible to take care of all the reservations from all sources and
keep record of them. They also ensures that availability of rooms should be keep proper
according to the bookings.
5. Telephone- Hotel provide telephone service to the customers in which guests can ask for any
problem, requirements or inquiry and hotel staff will immediately reply to it (Philion, St-Pierre
and Bourassa, 2021) .
6. Finance department- This department keep all records related to finance like maintain
accounts, budget of the hotel, revenue collection etc.
7. Feedback- In this staff of the hotel ask customers feedback about the services of the hotel
which help them in identifying any issue and problem and also get appreciation for some
services.

P5: Discuss the key roles within front office department.
1. Front Office Manager- Front office manager is the head of the front office department
which supervise all the functions. In Beaumont hotel front office manager ensures that all
staff should dress well and perform all duties well. Manager is managing all the tasks,
give training to employees and take responsibility of all the customers.
2. Reservation Manager- In this manager manage all the activities related to reservation and
booking ( Pratt and Tolkach, 2022) . In Beaumont hotel reservation manager keep records
of all the reservations from all the sources and manage rooms availability and services
according to that.
3. Reception Manager- Reception manager is responsible for all activities happening at
reception. In context to Beaumont hotel manger ensures that all guests should be
welcomed properly and always trained staff should be available at reception to answer all
the questions of customers enquiry.
4. Guest services Manager- In this manger is responsible for all services provided by the
hotel. Beaumont hotel ensures that Guest services manager should performs its duty well
and best services should provided to the customers because services of the hotel make
customer satisfied and then customer give positive feedback about the hotels.
5. Night Audit Manager- Night audit manger perform duties related to administrative work.
In Beaumont hotel night audit manager check all the bills, revenue and reservations of
whole day and maintain records of it.
6. Head Concierge- Head concierge take charge to fulfil all the needs of the guests. In
Beaumont hotel Concierge is appoint to fulfil all the needs of customers as soon as
possible like luggage, providing room services and also try to fulfil any extra
requirement.
Task-3
P6: Review key roles found within the housekeeping department.
Housekeeping department of the hotel is responsible for maintain cleanliness and comfortable in
the hotel(Sergeeva, 2021).
Housekeeping department organisational chart.

 Key roles of housekeeping department in Beaumont hotel:-
1. Rooms- Beaumont hotel ensures that all guest rooms should be clean before check in of
guests, during the stay and immediately after the check out of guests. Along with that
staff should be attendant all the time.
2. Public areas- Hotel also take care that along with rooms other areas of hotels should also
be clean. Housekeeping department keep clean other areas of hotel also like lobby,
restaurant, reception area, meeting area etc.
3. Linen and towels- All the customers or guests should offer the clean and dry towels and
sheets for that in Beaumont hotel a separate area where all rowels and sheets are kept and
also clean used ones ( Setiaji and Dewi, 2022) . This factor is related to hygiene so
department should take extra care of it.
4. Laundry- Hotels provide laundry services to its customers which is manage by the
housekeeping department. Department should take care of the customers clothes while
performing laundry service.
P7: Identify the importance of forecasting linen stock and other guest supplies.
1. Customer satisfaction- Hotels should keep the sufficient stock of linen and and other
things required to customers because these are basic needs which need to be fulfil on time
. When hotel provide sufficient amenities and linen to customer then customer feel

satisfied and sometimes customer demand for extra, hotel should also keep stock to fulfil
that demand also.
2. Smooth circulation- Correct forecast of demand of linen and other amenities
requirements in hotel will lead to smooth circulation. Hotels ensure that their should be
no shortfall and always maintain sufficient stock.
3. Less wastage- Foresting help to understand the need and make decisions according to
that. Hotels forecast the need and demand for linen and other amenities required and
order or keep the stock according to the requirement, so no extra stock is kept and also
reduce the chances of wastage.
4. Budget required- Forecasting of linen and other amenities in hotel helps to make budget.
Due to forecasting hotel know the needs and keep stock according to that, so budget is
also allotted which fulfil the forecasting requirements.
P8: Evaluate the importance of inter-relationships between housekeeping and other key
departments.
1. Front Office- To ensure proper coordination in the Beaumont hotel front office
department and housekeeping department both inform each other about the status of room
like front office department inform about the booking of the rooms, so housekeeping
department keep rooms ready for that (Sumawidari, 2021) . Along with that
housekeeping department tells any damage cause by guest in room to front office
department so they can deal with it.
2. Stores- When housekeeping department is lack of any amenities than it will contact to
the stores. In Beaumont hotel when housekeeping department is lack of amenities, than
house keeping department place a order from store which is fixed hotel always purchase
all the amenities from their.
3. Conference and Events- In Beaumont hotel if any meeting or event is going to organise
than event department inform housekeeping department on advance so they can make
arrangements (Van Zyl and Van der Merwe, 2022) . Housekeeping department clean all
the area, place all necessities and any special requirement also get fulfilled.
4. Security- If Housekeeping department found anything doubtful in hotel than it directly
inform to the security department as well as during housekeeping activities is any staff of
housekeeping department see some illegal activity going on in hotel than it directly

inform to the security and immediate action will taken on it. This safeguards the image
and reputation of the hotel.
Task-4
P9: Explain the importance of scheduling maintenance or repair work to minimise disruption to
guests.
1. Smooth running- Maintenance and repair work create many destructions, due to which
guests of the hotel may also feel problem (Wardhani, Kusumawardhani and Ubaidillah,
2021) . So to ensure smooth working in hotel without any interruption hotel schedule the
day on which maintenance work will going on in hotel and everyone will prepare for that
in advance.
2. Save time- When maintenance programme will schedule properly it well save the time of
both hotel and repairing staff because everyone will prepare according to the schedule
and adjust their work.
3. Increase guest satisfaction- Scheduled maintenance work will cause less affect the
customers and they get all the services without any disturbance.
4. Less expenditure- When hotel management decide a date for maintenance of hotel than
whole staff of the hotel is prepared and coordinate with the process which cause less
wastage and also less expenditure.
It is very important for every hotel to schedule their repair and maintenance work, so that work
of the hotel will not affect because of it and hotel should schedule maintenance on time when
less number of customers are available in the hotel and all repair staff is available. Through
schedule maintenance customers get the best services in the hotel which create good image about
the hotel in their minds.
P10: Discuss the importance of security.
Security services bring great change in the reputation of the hotel because reputation of the hotel
is based on the customer's mindset, how they feel about the hotel. If hotel is providing the best
security services than customers feel sage and protected in hotel. Mainly for the guests of hotel
the place is new where they don't know anything, in this situation with security in the hotel
customers feel safe. Importance of security in the hotel:-

1. Observe entry and exit- Beaumont hotel develop best and advance security system,
security are kept on gates of hotel 24/7 which keep record of who is going out and who is
coming in the hotel . Along with securities guards cameras are all placed because if in
any chance guards lost anything than it will be recorded in the cameras. Hotel have all the
records for future safety.
2. Physical surveillance- Hotel security guards physically keep monitoring all the areas of
hotel like lobby, parking, restaurant etc. which prevent illegal activities in the hotel.
3. Protect customer's- Beaumont security system is for customer's so their first most priority
to save the customers from any trouble they are facing in the hotel and cause customers
fell safe and will prefer the same hotel next time also.
4. Protecting guests- Beaumont is a luxury hotel in which lot of amount is invested in its
decor and furniture. Security guards of the hotel is also protecting these luxury and
expensive items from the thief's.
5. Protecting property from damage- Sometimes in hotel many customers has came which
intentionally try to damage the hotel property. Security keep eye on these type of
customers and stop them to do such activities and save the property of hotel from
damage.
6. Quick respond in emergency- Beaumont hotels develop effective security system which
respond very fast in any emergency situation like in hotel misshapen is cause then
security system will immediately take action on it and ensure the safety of the customers.
Conclusion
From the above report it has been concluded that how hotels manage their all activities. At first
type of accommodation services is defined with scale and size of accommodation services. Then
different form of ownership in accommodation services is identified with the form of ownership
Beaumont hotel is adopted. This also include the impact of grading, classification and online
reviews on customers, front office functions and role of front office functions in Beaumont hotel.
After that role of housekeeping department is analyse in Beaumont hotel and importance of
forecasting the stock in the hotel. In last this report includes the importance of scheduling
maintenance and security in the hotel (Wojciechowska-Solis, Kobyłka and Gawryluk, 2021) .
Along with that chart of housekeeping in organisation and front office is also added in this
report.

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