Managing Accommodation Service

This report discusses the key roles of front office and housekeeping departments in Premier Inn, their interrelationships with other departments, and the importance of maintenance and security in providing effective quality services. It covers topics such as reservation, registration, and service platforms, forecasting measures, and the significance of interrelationships between departments. The report also evaluates the relationship of housekeeping and other departments, and the importance of scheduling maintenance.

Managing Accommodation
Service

Table of Contents
INTRODUCTION...........................................................................................................................3
MAIN BODY..................................................................................................................................3
Explaining organization front office functions in variety of accommodation services...............3
Key roles within front office department.....................................................................................4
Operations of the front office departmental workers to achieve overall business aims and
objectives.....................................................................................................................................5
Evaluating a range of different accommodation services and the role front office plays in
achieving positive grading, classifications and reviews..............................................................5
Roles in housekeeping department in Premier Inn......................................................................5
Significance of forecasting linen stock and other supplies in organization.................................6
Importance of interrelationship between housekeeping and other departments in premiere inn 7
Evaluation of the relationship of housekeeping and other departments......................................8
Importance of scheduling maintenance.......................................................................................9
Importance of security in organization........................................................................................9
Assessment of the role of maintenance in the accommodation services to ensure guest
satisfaction.................................................................................................................................10
Importance of communication between housekeeping and facilities department.....................11
CONCLUSION..............................................................................................................................11
REFERENCES................................................................................................................................1

INTRODUCTION
Accommodation services refers to those service which is to be provided or already
provided to person in hospitality services (Della Volpi and Paulino, 2018). These services are for
short period of time in various range of services such as rent, hostel, apartment, rent and other
private accommodation services. In similar way these services are provided with continuous time
period of lower than 3 months. Premier inn is the namely brand which is owned by group of
British hospitality named as Whitbread.
In this report it will be discussing about front office functions in context of key role within
such departments. It would be also discussing key roles under housekeeping departments in
chosen organization in the form of their relations and positive impact towards working standards.
Apart from this it would be covering forecasting measures, interrelations and maintenance and
security. This will show importance of maintenance and security, and their impact to
organizations for providing effective quality services day to day activities.
MAIN BODY
Explaining organization front office functions in variety of accommodation services
Front office workers aim at dealing with different perspectives for providing improved
quality service to guest to hike productivity of business operations. Whereas all kind of services
in front office sections are formulated to supply better work efficiency with favourable support to
service aligned with guest transactions. Staffing the front office department is most essential in
order to carry out mission, aims and objectives of company (Bansal, Ambardar and Chaudhary,
2020). Every company should develop the formal structure which shows different hierarchy
management for supervision. Front office is also known as face of hotel due to first guest contact
area as well as nerve of hotel. The most common functions of this department in hotel are
included with rate assignment, guest service, reservations, proceeding guest with suitable amount
of services etc. all such activities are performed by front office department workers to efficiently
managing and collaborating business operations. There are several areas of concern in this place
which would briefly elaborate the functions and managerial process provided to guest.
Reservation -
It is core functioning process of front office workers in which they seek attention to manage for
booking which is made by several tourists. The bookings can be in various terms such as online

platforms and physical platforms through which is makes easier for them to check inn and visit.
In similar concern the key measures are covered in this phase such as approving the procedures
with confirmation of reservation request. Also, forecasting to further room booking reservation
status are also provided such members.
Registration and service platforms -
All guest who visit the hotel are provided with help regarding to any kind of issues and
their registrations are made aligned with check ins, room providing, and other measures. This
department is generally located at lobby which aims to provide various tourist segment according
to their choice of staying in hotel (Nguyen, 2019). They follow their role and responsibilities on
the basis of following some standards which is described below:
 Formulating an effective collaboration with housekeeping department to check
completion and clearance of departmental rooms.
 Also, they interact with bell desk staff members to manage procedures regarding to
provision of guest luggage to their rooms accordingly.
Key roles within front office department
The front office agents are first person to greet and manage the overall process for guest,
they are inclined in duties to provide registrations, room keys and verifying reservations. Also,
they ensure to take effectively care regarding queries or complaints (Li, Bonn and Ye, 2019).
While role and responsibilities of front office department is to create guest database,
management of guest accounts, trying to sell service, ensuring guest satisfaction, and
coordinating guest services. In similar way managers in this process are managerial for
scheduling shift of working employee, room deposits, refunds and various other evaluative
measures. The key role of front office workers in common is to check over reservations, guest
arrivals, informing about payment methods, responding to complaint, and liaise housekeeping
staff members about clean and tidy rooms.
In the same concern night auditors are responsible in major extent to maintain book
keeping, managing accounts for day to day operations and journal entries (Thaothampitak and
Wongsuwatt, 2019). Cashiers in this pace forms collection of payments, maintaining account
balance and bill generating in their process. Although, all of those departments are aligned with
front office to the higher extent in which there are suitable ways to form collaboration. They

work for common goal to maintain better relations for building up strong customer base in their
favour. So by this manner work process are highly concern with fluent functioning of each
department to accomplish goal.
In relation to this front office departmental workers are known as major heads, so it is
required to have management skills in order to make effective collaboration or communications
with guest. While major skills for this required would be effective communication, time
management, problem solving and creative thinking (Almeida and Pelissari, 2019). There are
various departments in premier inn such as security, food and beverage, marketing, sales, HR,
maintenance, housekeeping. Thus, these departments are likely towards front office seeking them
as source of effective communication for any kind of issue or complaints.
Operations of the front office departmental workers to achieve overall business aims and
objectives
Front office departments are known as major heads in Premier inn, they are able to manage all
working progress in easy and systematic manner. So with provision of adequate facilities and
effective service they drive major advantage in organizations as well aids in achieving goal or
target. Also, with the help of effective service measures they enable satisfaction among guest and
increase their concerns for further visit as well.
Evaluating a range of different accommodation services and the role front office plays in
achieving positive grading, classifications and reviews
Accommodation service varies according to budget such as hotel, guest house, villa or private
rooms (Aagaard, 2022). It can be said that front office in each segment work as providing their
guest with applicable facilities on the basis of present circumstances. In similar to this, front
office workers drive to make lucrative outcomes for accomplishing their aims and objectives as
such it drives their work efficiency.
Roles in housekeeping department in Premier Inn
Housekeeping is operational department of premier inn, where workers are highly
responsible for cleanliness, maintenance, surroundings and back area. The hotels survive over
sale of room, food and beverages, other service like laundry, spa etc. in the similar context role

and responsibilities in housekeeping departments are suitably followed by each and every
individual. Whereas, role of executive housekeeper formulates monitoring for the assigned
places in which work has to be done very systematically (Cunha and Oliveira, 2021). Although,
they are accountable for all the issue raised by department and fulfil the demand for solving
issues and adequate support to the staff members while performing housekeeping activities
depending on circumstances. Moreover, they are aligned in making better work efficiency and
productivity of other as well to form better work culture and better image for the company in
industry. The procedures are followed by supplying training to learners and forming up
interaction between them so that they can communicate their issue and concerns. The logbooks
are maintained which covers general details and utilized to check out working hours. There are
some procedures which aligns with role and responsibility of executive manager in housekeeping
are as follows:
 To formulate adequate budget for housekeeping expenditures
 Ensuring quality in housekeeping sanitation, comfort, safety and aesthetics for guest
 Monitoring discipline of staff members
 Motivating team members as well as keeping their morale high (Laininen, 2018).
 Ensuring condition of systematic uniforms for staff
 To ensure measures for seeking to room services is being followed as per organization
norms
Overall, it can be said that all such activities are covered in concern of manager, and they
willingly support staff members to create lucrative outcomes. These functions of executive
manager form it to be followed in more systematic terms. On the other hand, assistant, deputy
housekeeper, floor supervisors directly report to executive housekeeping manager. Also, there
are some of the departments which is usually access with executives and assistants to share their
concerns.
Significance of forecasting linen stock and other supplies in organization
Forecasting measures are crucial for organizations, as it is sourced to be essential part of
revenue management strategy. It provides managers with access to make vital decision related to
price, distribution and promotions which suitably based on expected demand and performance.
In regard to same it can be said that forecasting linen stock and other supplies in Premier inn

helps to gain competitive advantage in industry as compared to other competitors in industry. On
the other hand, consumable as well as non-consumable are factors included as part of inventory.
While consumable items refer to those that is generally required frequent changes in regular
intervals. In compare to the same non consumable are those which is required any kind of such
changing necessity (Verano, Husnawati and Ermatita, 2020).
The investments which is generally being made by the company is safe investments as
concerning to economic environment in which goods are easily repurchased over constant
intervals. Forecasting stock level as well as managing par stocks are effective terms to create
stable ratio inventory turnover through easily check availability of stocks in inventory. Par stock
is the easiest way to analyse basic demand required by hotel over day to day basis and similarly
reduce amount of supplies are required to fulfil demand which enhance overall efficiency. Par
levels in premier inn drive factors to manage stable ratio covering to suitable amount of supplies
are funded in higher extent. It is most effective for following reasons listed below:
 It provides access to business for systematically managing and taking control in account
for inventory
 It is crucial for budget efficiency (Bhatnagar and Nim, 2019).
 ensures that supplies are being cater in efficient terms
 avoidance in damaging to material due to overstocking aspects.
Importance of interrelationship between housekeeping and other departments in premiere inn
For providing better quality of services to the guest, various departments in premiere inn
works collaboratively to provide effective overall experience. Housekeeping department plays a
vital role in catering customer by working inter-relatively with every department.
Interrelation with front office
Housekeeping team works collaboratively with front office staff by organizing the rooms
according to the needs of guests which is informed to the front office staff. Communication
channel between these 2 department focuses on commuting the respective information depicting
the wants of customer (Kostynets, Iu and Olshanska, 2021). Effective collaboration between
these two help the organization to cater customers according to their wants.
Coordination with food and beverages team

Housekeeping team fulfils the needs of food and beverages department by providing
clean clothing to the team (Wang, Hung and Huang, 2019). Information and specifications about
the future events that will take place in the hotel is conveyed to the housekeeping team so that
various arrangement on their end can be done. The housekeeping team work efficiently if they
are pre informed for the event as it gives them more time to do their job.
Coordination with purchase department
Essential products needed by the housekeeping department is stocked up by the purchase
department. Needs of these kinds of product is conveyed in advance to the purchase department
(Khanra and et.al., 2021). Different resources are also provided by the purchase department
which includes equipment and machines that helps in cleaning and other activities in the firm.
This eventually leads to getting higher customer satisfaction rate through maintaining hygiene.
Coordination with sales department
Sales department in the organization works for maintaining the overall quality of goods
and service provided to the guests and focus on attracting more and more customers (Filimonau,
2021). Strategies and plans formulated by the sales department for this purpose effects the
operations of housekeeping department as they direct the team to work accordingly.
Interrelation with marketing team
The working of housekeeping department is influenced by the strategist of marketing
team as well. Marketing team focuses on branding and promoting the organization in various
ways. Branding of hotel name by placing various products in the room is one of the marketing
techniques which influence the working of housekeeping department as this plan has to be
carried out by them.
Evaluation of the relationship of housekeeping and other departments
From the above segment distinct activities of different department and its outcomes has
been evaluated. The front office staff is concerned with check in and check out of the customers.
Customers wants and demands are being conveyed to the concerned department by front office
staff.
The sales and marketing focus on providing better experience to the customers by
focusing on the methods of catering the guests. These departments make efforts for doing

effective and efficient marketing so that the customer retention rate can be achieved and more
customers can be attracted.
Food and beverages department focuses on providing the guests with high quality of
edibles which is the most essential aspect in the hospitality industry.
Importance of scheduling maintenance
Maintenance of different areas in the hotel is the priority aim of the organization which
increase the chances of higher customer satisfaction. Regular maintenance practices improve as
the customer experience as it provides as it eliminates the faulty areas. This improves the
reputation of the organization and it is one of the factor which increases customer retention rate.
Maintenance and repairing activities should be scheduled frequently to regularize the betterment
in the organization (Walliyamethee and Hongesombut, 2019). Frequent maintenance activities of
the firm reduce the risk of losses that can be caused due to different factors. Maintenance of
rooms is done while it is vacated so that the guests doesn't get disturb due to this. Regular
evaluation of faulty areas increases the safety of the customer and the staff of the organization.
There are various sections in which the maintenance work is divided in order to cover
wider aspect with proper treatment of faulty areas. Electrical sections cover the evaluation of
wiring system and various electronic equipment which are of greater value. Other sections
include mechanical, plumbing, carpentry etc. overall structure of the hotels are considered and
properly maintained by the team in order to develop a flawless structure (Duan and et.al., 2018).
The maintenance activity is scheduled in such a way that it doesn't disrupt the guests and
their comfort. The maintenance activity which can harm the customer experience are being done
in the period when there is low occupancy rate.
Importance of security in organization
To eliminate the criminal activities in the premises of hotel various security measures are
being taken (Zhang and et.al., 2021). These measures taken by the organization increases the
confidence of guests on the security of hotel. These measures reflect organizational image as safe
and secure place. Presence of security guards at entrance and exit keeps a record of the people
going in and out of the premises. This reduces the chances of criminal action in the hotels and if
anything goes sideways the firm will be having details about the person in fault.

Various measured for maintaining safety from any miss-happenings are taken as well
which is monitored regularly to eliminate unexpected harm to customers or staff. Fire hydrants
are installed across the premise for eliminating the risks possessed by fire. For the safety of
consumers’ health, the authorities continuously monitor the quality of food and beverages before
serving it to the customer. During Covid-19 pandemic various measure were taken to prevent the
spread of disease in the organization. Hygiene in the food is maintained by assuring the
cleanliness methods and cooking methods (Ključnikov, Mura and Sklenár, 2019). The staff is
directed and assigned for various cleanliness activities across the premises to maintain hygienic
environment. For reducing the threat of theft, bullying or other crimes security cameras are
installed in every corner of the organization which covers each area from parking to lobby. Every
region is monitored by the guards to ensure safety at any time.
These safety measures are important because it reduces the risk of different factors in
customers and staff as well. From organizational point of view, the safety measures impact the
image of organization positively by reflectioning as completely secured premises. These security
measures reduce the risk of legal actions that can be faced by the organization if anything goes
sideways (Kweon and et.al., 2021). The organization can protect themselves as they take
necessary measures for security purpose.
Security measures includes the technical aspect too which focuses on securing the data of
customers. This team manages the data of both the customers and the employees and works on
reducing the risk of data theft. This threat has effected the business of many brands as the
competitor hacked the database and poach the customers.
Assessment of the role of maintenance in the accommodation services to ensure guest
satisfaction
Maintenance activity in the firm plays a vital role in increasing the customer satisfaction
and retention rate. The elimination of different faults in various sections eventually leads to
reduction in overall flaws of the hotel (Thébaud, Kornrich and Ruppanner, 2021). Frequent
maintenance in the premises reduces the risks and develops a healthy environment as there are
various sections included in the maintenance activity.

Importance of communication between housekeeping and facilities department
Facilities department focuses on providing various facility to the customer through the
housekeeping department. The working of these two department increases the customer
satisfaction by focusing on betterment of rooms and various facilities. Any fault in the
accommodation facility is conveyed to the facilities department to eliminate that flaw. The
collaborative efforts of these two departments eventually leads to higher profitability of the firm.
CONCLUSION
The above report has concluded the working of premiere inn by evaluating and analysis
different aspects. This has included the functioning of different departments and it has shown
how the activities of different department interrelate to each other for catering the customers with
good quality of goods and services. The importance of maintenance and repair in the premises
has been discussed thoroughly in the report which has shown the methods which are involved in
this activity of frequent maintenance. Safety measures that are being taken by the management to
ensure a secure premise has been mentioned in the report by focusing on different aspects such
as hygiene, physical safety etc. importance of the collaboration of facilities and shop keeping
department has been discussed in the report which has shown the path towards gaining higher
profits by providing good quality goods and services to the customer.

REFERENCES
Books and Journals
Aagaard, L.K., 2022. When Smart Technologies Enter Household Practices: The Gendered
Implications of Digital Housekeeping. Housing, Theory and Society. pp.1-
18.
Almeida, G.S.D. and Pelissari, A.S., 2019. Customer Satisfaction based on the attributes of
accommodation services. Revista Brasileira de Pesquisa em Turismo. 13.
pp.32-53.
Bansal, S.P., Ambardar, A. and Chaudhary, M., 2020. Front Office Operations and
Management (Doctoral dissertation, Kurukshetra University,
Kurukshetra).
Bhatnagar, E. and Nim, D., 2019. Impact of housekeeping services and practices on customer
satisfaction and repeat business. Prabandhan: Indian Journal of
Management. 12(8). pp.46-57.
Cunha, A. and Oliveira, M., 2021, May. Human Resources in the Housekeeping Department: A
Case Study. In ICTR 2021 4th International Conference on Tourism
Research (p. 158). Academic Conferences International.
Della Volpi, Y. and Paulino, S.R., 2018. The sustainability of services: Considerations on the
materiality of accommodation services from the concept of life cycle
thinking. Journal of Cleaner Production. 192. pp.327-334.
Duan, C. and et.al., 2018. Selective maintenance scheduling under stochastic maintenance
quality with multiple maintenance actions. International Journal of
Production Research. 56(23). pp.7160-7178.
Filimonau, V., 2021. The prospects of waste management in the hospitality sector post COVID-
19. Resources, Conservation and Recycling. 168. p.105272.
Khanra, S. and et.al., 2021. Factors influencing the adoption postponement of mobile payment
services in the hospitality sector during a pandemic. Journal of Hospitality
and Tourism Management. 46. pp.26-39.
Ključnikov, A., Mura, L. and Sklenár, D., 2019. Information security management in SMEs:
factors of success. Entrepreneurship and Sustainability Issues. 6(4).
p.2081.
Kostynets, V., Iu, K. and Olshanska, O., 2021. Pent-up demand’s realization in the hospitality
sector in the context of COVID-19. Journal of International Studies.
14(1).
Kweon, E. and et.al., 2021. The utility of information security training and education on
cybersecurity incidents: an empirical evidence. Information Systems
Frontiers. 23(2). pp.361-373.
Laininen, J., 2018. Forecast disclosure in the Finnish stock market: three essays (Doctoral
dissertation, Itä-Suomen yliopisto).
Li, J.J., Bonn, M.A. and Ye, B.H., 2019. Hotel employee's artificial intelligence and robotics
awareness and its impact on turnover intention: The moderating roles of
1

perceived organizational support and competitive psychological
climate. Tourism Management. 73. pp.172-181.
Nguyen, H.H.M., 2019. Optimizing the role of hotel front office staff in modern-day revenue
management.
Thaothampitak, W. and Wongsuwatt, S., 2019. Perceived risk and firm performance for chain
hotels in Thailand: moderating roles of work roles. Journal of Community
Development Research (Humanities and Social Sciences). 12(4). pp.25-36.
Thébaud, S., Kornrich, S. and Ruppanner, L., 2021. Good housekeeping, great expectations:
Gender and housework norms. Sociological Methods & Research. 50(3).
pp.1186-1214.
Verano, D.A., Husnawati, H. and Ermatita, E., 2020. Implementation of autoregressive
integrated moving average model to forecast raw material stock in the
digital printing industry. Journal of Information Technology and
Computer Science. 5(1). pp.13-22.
Walliyamethee, N. and Hongesombut, K., 2019, December. Maintenance scheduling of
distribution reclosers using rcm techniques. In 2019 IEEE PES Asia-
Pacific Power and Energy Engineering Conference (APPEEC) (pp. 1-5).
IEEE.
Wang, S., Hung, K. and Huang, W.J., 2019. Motivations for entrepreneurship in the tourism and
hospitality sector: A social cognitive theory perspective. International
Journal of Hospitality Management. 78. pp.78-88.
Zhang, L. and et.al., 2021. CpG-island-based annotation and analysis of human housekeeping
genes. Briefings in bioinformatics. 22(1). pp.515-525.
2