Accommodation Services in Hospitality Industry

This document discusses the types of accommodation services available in the hospitality industry, including hotels, resorts, guest houses, and more. It also explores the different forms of ownership in the industry and the role of grading, classification systems, and online review sites in booking accommodations. Additionally, it covers the functions and key roles of the front office department in providing quality service to guests.

Accommodation & service
sector

Table of Contents
Introduction .........................................................................................................................................3
LO1.......................................................................................................................................................5
Explain the types of accommodation services available within hospitality industry.. 5
P1 Identify the scale and size of accommodation services found within the hospitality industry. .5
P2 Explain the different forms of ownership available to accommodation services.......................5
P3 Discuss the role that grading, classification system and online review sites play when
potential guests look for and book accommodation........................................................................6
LO2.......................................................................................................................................................7
Role of front office..............................................................................................................................7
P4. front office function with variety of accommodation services..................................................7
P5 key roles of front office department...........................................................................................7
LO3 ......................................................................................................................................................8
contribution of housekepping department to provide effective accommodation services...................8
P6 roles within the housekeeping department................................................................................8
P7 importance of forcasting linen stock and other guest supplies..................................................9
P8 importamce of interrealtionship between housekeeping department and other key
departments......................................................................................................................................9
LO4 Explain the role facilities and security plays within accommodation. ...........10
P9 Explain the importance of scheduling maintenance or repair work to minimise disruption to
guests.............................................................................................................................................10
P10 Discuss the importance of security within a selected organisation........................................11
Conclusion..........................................................................................................................................12
Refrences............................................................................................................................................13

INTRODUCTION
Industry which provides items like food and accommodations in hotels, resorts nad villas are
known and called as accomodation industry. It is also provide various services to the public. In
todays world people are more likely to spent there money on accommodation and here in returns
hospitality industry put there all efforts to worth every single penny of the customer. In hospitality
industry there are few department such as front office, housekeeping, finance, kitchen, food and
beverage, security and engineering department who runs a industry and make them hotels and with
beautiful and equisite accommodation to give satisfaction.with different department and there
working in hospitality industry how they work asnd what are the objectives and fuction in this
industry. Here every department works for only one aim and with mission and vision to serve
customers. Whole industry focuses on customer satisfaction. Booking tickets from tripadivisor,
make me trip and potential online booking companies provide a platform for hospitality to
showcase there accommodation and there hospitality to attract the potential guest.

LO1
P1: Identify the scale and size of accommodation services found within the hospitality industry
Accommodation services over hospitality industry provide different types of services to
there customer the size of accommodation services is increasing day by day and is important for the
success of the hospitality industry. The size of accommodation over hotel industry is a huge
development. Accommodation is one of the most important thing for a person when they travels
proper arrangement of accommodation services will help to include other basic facilities like food
and transportation over hotel industry. Accommodation services are working on large scale over
hotel industry. Accommodation services over hotel industry are like they provide rooms , food and
other hotel services private rooms are also provided to travellers mostly each and every hotel have
an attached bathroom in there rooms they provide bed and breakfast to they customers like rooms
and a breakfast in morning or some hotels have different policies guest have option they provide
lunch and dinner also with rooms. There are different accommodation facilities like rooms, free
towels, free wifi over different hotels some hotels are working on a large scales and provides
facilities like suites or luxury rooms this rooms provide better facilities and comfort to there
customers they are more costlier than the normal room services and some hotels working on small
scale they provide normal basic services to there guets the size of rooms are also different in luxury
and normal hotels the facilities are more or less the food and beverage are different when people
travel they need a place to sleep and get some rest in that case the travellers go for lodges which
provide them rooms to stay are much more better price then hotels. The resorts are provide various
accommodation services to there guests mainly the resorts are situated over natural places they so
that it gives the travellers the touch of nature when they stay resorts provide variety of services to
there customers bars and entertainment sections and spa all the facilities are available over resorts
so the travellers need not to go outside the resorts to get these services resorts plays an important
role in increasing the size of accommodation services of hospitality industry. Guest houses provide
accommodation services like they are separate area from hotels and resorts they provide area or
house to there customers. Hospitality services like cottages they are small sized cottages they
provide facilities for hiring for an temporary time period mainly the families hire the cottages for
there holidays. Hostels provide different accommodation facilities where large no of guests live
under one roof in hostels large number of beds are available in a one room(Shay, 2019.) . Motels
they are mainly smaller then hotels situated over roadside for any passing customer to stay there
overnight. And sometimes Eco friendly hotels like Hilton they are situated near nature for providing
a unique satisfaction to customer.

P2 Explain the different forms of ownership available to accommodation services
When you are going to open a hotel you have to know the different ownership styles of
hotels to maintain the day to day working of hotels you have to choose the ownership style that you
are going to implement in your business one of them is franchised ownership style in this style you
have to pay a charge or fee to company or brand of which you are going to use the name their brand
value, management styles, there symbols there staff dress codes using there brand or a recipe for
there famous product you can engage the travellers to your hotel because they have expectations
from brand you are using but sometimes it play a negative impact over your business because if the
image of a brand declines then your business also suffer due to the brand name if any error or
misconduct done by the brand then it will directly effect you business. Another one is Leased
ownership style is this you are a private owner of the business you have to pay the fixed amount or
a rent to a owner of the place at the end you are the owner of the business(Brochado and Pereira,
2017. ). Leasing style of ownership is one of the most risky style of doing business because you
have to pay all the bills, finances, maintenance charges and even after that the hotel did' nt work and
you have to pay all the rent then its your loss that's why its the most risky style of ownership. Then
the privately owned style in this style you are the main owner you have the choice where to locate
your business and independent to take all decision you have choice to design your hotel in your own
style your bed rooms and day to day services one of the disadvantages of this style is you have to
build your brand image by your own the customer will not easily engage to your business because
the travellers expect quality so they go for the brand name and then managed ownership style if you
are going for private ownership style then you need management team to manage your business day
to day working because you are an owner and you have no experience about the managing the
business you need a team to take management decisions. The managing teams charges revenue for
there work(Ayuso, Fullana and Montcada, 2017.). This team needs to be hired for day to day
activities of the hotel like team to manage guests, team to prepare food, housekeeping team, front
office department is required because as an owner you are not able to manage all the services and
department of your hotel and sometimes you have no experience about some of the department of
the organisation at that time you need a team to manage all the activities of the organisation and that
you need a management team to manage all other activities of the organisation.

P3 Discuss the role that grading, classification system and online review sites play when potential
guests look for and book accommodation.
Hotel rating system-
A five-star rating system is often used by independent organizations like to rate a hotel. One
star is the lowest rating, and five stars is the highest score. Although knowing the best and worst
scores is helpful, knowing the meaning of hotel star ratings is much more beneficial(Atal and
Hodor, 2018.).
The grading and classification system plays a important role while booking accommodation.
Positive impact over customer it provides the information about hotels facilities to the travellers
they can get the feedback about the hotels this system helps customer to analyse what they
expecting it shows the services provided offers given to them this system helps travellers to book
accommodation on there budget and according to quality what they expecting this system helps
both traveller to get what they want as well as businesses to know who there customer are this
system helps travellers to find hotels best suited them it helps the business to improve there
services(Pappas and Papatheodorou, 2017. ). Sometimes this system influence customer negatively
because of low grading over online sites and poor services description over online sites the
customer who are looking for quality were not influence towards this hotels if the classification or
description of hotel is non impactful then travellers were not go for them. The online sites and
online reviews are the most important factor to be considered by the customers while booking the
accommodations large no of customers were go online to know the reviews over the hotel and
services provided by them reviews plays a positive impact when a customer go for a online site of a
hotel and see a positive reviews about the hotel services facilities there rooms , foods and good
management then it will influence the traveller to book the room if a customer reads a review that
shows best features of a hotel like one of a guest gives a good review on the location of a hotel is
good and the ambience of hotel is great and is surrounded by nature then the customer easily go for
the accommodation but one negative review can impact the whole image of hotel in the mind of
customer like one of the guest review over the room services are not good the food has no taste or
about the rooms then that one negative review can effect the booking of accommodation if you have
a lot of positive review over your site but have a one negative review that a customer reads that will
effect the customer and make them think about it to book accommodation(Filieri, Hofacker and
Alguezaui, 2018.) . That's why its important for front office staff to get reviews from guests about
the services provided to them about the environment of hotel and nature of staff and services of
hotels provided to them for example Hotel Hilton needs to take reviews from their customers
because overall motive of their business is to develop at a large scale and positive reviews from
guets helps them in this process.

LO2
P4. front office function with variety of accommodation services
Front office is the area or part where customers arrive and encounter their question or quries
for further information.
Functions of front office-
front office plays a hard and critical part in hospitality industry because of the work they gone
through, they are the one who face customer first. Registration first and foremost activity that is
followed as fisrt step where a customer asked for accommodation in hotel for a specific time period
is called reservation and front office employees are assigned for accepting and rejection of
customer(Lin and Zhang, 2017.).
Guest house- Guest registration when guest arrives for the first time in hotel at front office there is
always an employee assigned to welcome them and know as receptionist with a warm and friendly
greetings to guest. Telephone operator is the section which is come under front office department
which is located at the back of hotel and this section is connected with front desk of hotel this
section is responsible for all the check in and check out of all the guests basically they help guest
on the telephone whatever the query raised by the guest they handle them all. Information section is
that section where all incoming and outgoing guest can come and have the Q&A with them and
there is someone always assigned to handle the guests, information section is at the lobby(Ali, Yee,
Imm and Akhtar, 2018. ). Athena guest house is one of the leading guest house in U.K they provide
facilities like car parking and serve fresh food to their customers and provide them facilities like
free WIFI.
Motel - Front office receptionist desk which is situated at the front desk of the hotel. Front office
cashier is the person who separates and makes bills according to the total nights and days spent by
the customer in the hotel and food taken by them like breakfast at room or buffy they took all
charges combine and make them a bill for all their expenses made in hotel. Managing appointments
and arranging gala's at the hotel is also managed by the front office. Business centre there are many
guests who requires many types of things like laptops, computers, telephone, high speed internet
and many more so there is a business centre office for these type of guest. Some guest do not know
English language so there is also a person in business centre for bilingual guest. Front office also
sets dates for meeting of guests. Front office in motel have different functions according to the
accommodation services in some hotels like 5 star hotels there is a luxurious welcome, greetings

and many others things has provided to guest with various kind of treatment. With helping and
listening to the guest of hospitality industry front office act a responsible role in various
accommodation. Housekeeping also have a duty to serve their guest at the same level they has been
taught so they must follow the orders of their superior like they have to take turn wise care of the
guest who has stay in hotel and had a flight of long hours so there should be taken a proper acre of
there guest is must. Hotel runs 24hrs so there is a team assigned for front desk to handle the guests
whenever he or she is in need.
P5 key roles of front office department
Front office department of London Marriott Hotel Canary Wharf has plays major role in
sorting guest problems. A luxurious hotel like London Marriott Hotel Canary Wharf has very
famous hotels among UK’s best hotels which speaks by there style of there service where front
office department have key roles to show. Front office hold a prime duty and importance of that
duty is most appreciated among others, because they have to work 24hrs so there is no days off for
employees so they do shifts. In London Marriott Hotel Canary Wharf put their high preference
given on its guests so there are some effective roles for the front office department has been set
specifically reserving the room or accommodation as per the guest request or requirement as they
have official sites for the easy booking for there 301 total rooms and 47 suits for the customers or
guests anyone can books whatever they want to book. Front office team always make good relations
with the customers(Dinh, 2018.). Sometimes London Marriott Hotel Canary Wharf when guest are
new in the hotel or they are vesting hotel for the very first time so they must be unknown to the
registration from here front office provide them assistance to fill the registration form. Handling
guests is the toughest among all.
Main duty of the operational roles
Receptionist- In London Marriott Hotel Canary Wharf the role of receptionist as because they are
situated in London so there must be expecting of different continent as because London is quite a
place where tourists came to visit country from very long distance so there is bilingual guest visit to
London is very often and there must be language problem rise so front office of London Marriott
Hotel is specialised with different languages an they help guest and review there problems and act
according to them. They have the role to settle down all the work which firstly arrives in
organization. As they have 47 suits so they can not assign all the suits to the customers they can
only how much they are required to preference customer. Dealing with unusual events like lost of
luggage during check out, problem in food, problem with bedsheet or room aroma or with internet
speed any problem will be fixed by the front office(Pappas, 2017. ). Some guest are irresponsible
with their keys so the whole key or a second key issue to them by front desk manager. Guest arrival

and departure are very important task to handle and so the role of London Marriott Hotel Canary
Wharf front office team is that they give a specific time to there guest and according to them they
set a mutual time with guest and then they manage the departure and arrival of guest with some
goodies and gifts. If the guest is not arriving on decided date and time and forgot to inform the hotel
team so team of London Marriott Hotel Canary Wharf make a call and ask them of there arrival and
if there is any change in set time and date of arrival here front office manager will fix it with
customer(Volpi and Paulino, 2016.). Organising staff and giving them job description according to
the hotel policies and procedure front office manager will decide with other staff and make a mutual
decision.
LO3
P6 roles within the housekeeping department
Housekeeping department is that department which hold the duties related to cleanliness,
linen and maintaining ambience attractive and effective to attract and feel good to guest is known as
housekeeping. Basically housekeeping is about maintaining all house or hotel affairs is
housekeeping(Warren and Becken, 2017. ).
Executive housekeeper- An executive housekeeper manages many priorities and demands and is
able to solve problems, support staff, as well as perform the duties of a housekeeper when required.
Before entering to any hotel or booking any hotel customer think about rooms or accommodation it
is the most profound and searched stuff before booking any hotel rooms, here London Marriott
Hotel Canary Wharf hotel accommodation management is way beyond which attracts most of the
customers, money value is the first and foremost point raise before hotel booking here
housekeeping department exists the major part of London Marriott Hotel Canary Wharf hotel is
room booking where every guest must be fully satisfied with the hotel.
Supervisor- A supervisor, or also known as foreman, boss, overseer, facilitator, monitor, area
coordinator, or sometimes gaffer, is the job title of a low level management position that is
primarily based on authority over a worker or charge of a workplace Provide linen in the rooms
food services should be like on the time and extra items like in bathroom shampoos and perfume
availability.
Provide Service
Housekeeping not fully serve guest they serve employees as well they provide a proper
uniforms of hotel like for front office there is different uniforms for back office there is different so
it is in the housekeeping department. Laundry of staff and guest clothing cleanliness of hotel

ambience is the spot point if any guest of hotel pick any loop holes in reference of cleanliness so
that will be a disadvantages for hotel. Now the other part of the hotel like restaurant of London
Marriott Hotel Canary Wharf is must be clean and decorated it will attract most of the guest an they
have effective and powerful housekeeping team as their hard work in cleanliness and decoration
follows the same(Harkison, 2018.).
Cleaning
Floor clean is the main role where the floor must be clean the mirror every guest expect
from every hotel wherever they stay they want cleanliness and this attract them a lot. Proper
hygiene in rooms process has to be followed. Good aroma and blissful view can attract most of the
guest and if hotel housekeeping team is working is late so it will bring disappointment among the
guest and they will never visit hotel, only one loop hole can spoil whole business. Linen and
uniform in hotel department which contains all the linen in it which is been allocated in hotel rooms
like bed sheet, towels, cushion covers, curtains and employees uniform is been provided and
managed by the housekeeping department.
Decoration
Decoration of lobby, rooms and restaurants is also been managed and decorated by
housekeeping where hotel guest feel pleasant above this efforts of housekeeping. After check out
and before arrival of guest there must be an environment of a beautiful aroma around every where
in lobby and after entering into the room there should be stuff related to bath and bedding must be
available to the guest for which they are paying to the hotel. Flower arrangement in lobby, rooms
and in restaurants. Banquet hall must be lighten with beautiful lights.. extra room complementary
things like shampoo, water bags, ice bags, iron, hair dryer etc. And if guest want extra be in case
any of his requirement that will be managed by housekeeping. Lost and found is also operated by
housekeeping they took all care and make them listed in case any of them lost there stuff inside
hotel can collect with housekeeping department.
P7 importance of forecasting linen stock and other guest supplies
Forecasting of linen is depends upon store manager and housekeeping head who took care of
linen because availability of resources in hotel industry is necessary as simple as that link is used in
hotel rooms and rooms is used by guest and guest are the hotels first and foremost priority so
lacking of linen items like bed sheet, bath linen, bath robe, floor mat are used in hotel rooms lack of
these resources may cause guest dissatisfaction and dissatisfaction effects whole hotel
loss(Langvinienė and Daunoravičiūtė, 2015. ). Linen forecasting helps hotel to provide a brief

shows that how much inventory is being used or consumed or being required in future that all give
sense of comfort that in limited time hotel need to order linen in rooms. It shows that in inventory
where are we standing. The best part about having well-established inventory forecasting is because
it shows exactly how much we need to store more or consume less. Importance of linen is that linen
is needed for employees uniform and in guest rooms whenever it short less it need to be order by
the housekeeping head or by housekeeping manager. Guest supplies importance is simple and
straight as because they been used in guest services and guest paid hotel for his comfort and as
hospitality industry every hotels main aim, mission and vision is clear first our customers
satisfaction, so that is why guest supplies are the most important for every hotels. Guest supplies
like pillow and bed sheet which requires for their comfort and in case guest requires new pillow for
some reasons hotel has to provide them. Supplies like hot water bag for any pain or something.
Sewing kit for stitching cloths. First aid book in case there is any injury(Hitka and Balážová, 2015.
). Wipes, stationary items, tampons etc. Deposable diaper if guest have kids so their is a need of
diapers. Hair dryer for their hairs and beauty product as well. Vanity kit for good and comfortable
bath. That is why guest supplies are important and forecasting is needed.
P8 importance of interrelationship between housekeeping department and other key departments
Every department in hotel industry is connected with each other and interrelated with each
other like housekeeping department with front office department. There is a interrelation between
housekeeping and front office because every department in hotel industry needs others department
to coordinate and work like a team, when front office get information from guest that they need to
change some setting of room which they get paid for, then front office will convey this message to
housekeeping supervisior and after the consultation of both departments then the change will made.
Special guest like VIP guest special arrangements should be made by the housekeeping department
before arrival(Segbers, 2017.). front office need housekeeping team and housekeeping need front
office every time whenever the clean up is require the information passed by both the department to
each other. housekeeping and front office communicate with each other about how many arrivals
are for the date and how many rooms to be prepared for fathers arrivals. Clean and ready rooms
whenever guest go ti visit hotel or having dinner or whenever special guest wanted to clean up there
room then front office will communicate to the housekeeping team and they will send someone to
clean and ready room. After checkout same will be the process front office will communicate to
housekeeping department to clean and ready room.
Interrelation with stores and food and beverage department store is the place where all sort of food
and beverage is available all the time so in the need of liquor or beverages by F&B department will

have a call to store supervisor and store manager will sign a requisition for the items they requires
interrelationship with stores and kitchen is also an important and they both are interrelated with
each other as kitchen need all food, vegetables and all material related to kitchen will be taken from
the stores(Duy and Phuoc, 2016. ). Interrelationship between engineering & maintenance in most of
the hotels engineering and maintenance like heavy machinery, water purifiers and cooling, faulty
plumbing equipment are reported from front desk employees to maintenance team and engineering
team. Finance department with hr department for income and salary deduction of employees and for
other budget or customer information as well. Where finance department interrelated with human
resource department for knowing the new joining in the hotel to handle accounts of the employees.
LO4
P9 Explain the importance of scheduling maintenance or repair work to minimise disruption to
guests.
The rules and regulations are one the most important thing in an organisation to minimise
disruption . Hotel industry is a large growing industry so it needs rules to be followed the
importance of scheduling is one of the main function of hotels to be taken carefully the scheduling
is importance whether a guest is available or not in hotel scheduling helps to start a work on time
and finish it on time helps to know each and every employee to know there responsibility without
scheduling the work of hotels or any other organisation is impossible scheduling is regular process
whether a guest is available or not because when a new guest arrives then it all according to plan
and schedule if any breach is available then it effects the whole scheduling. Proper scheduling make
work easy and complete it on time if any problem or error arises then it prepare to take the required
action scheduling helps to maintain organise each and every thing properly helps to achieve the
goals on time(Killaspy, 2016. ). Maintenance means taken care of resources and keep them in
working condition to minimise future errors and efforts helps to start work on time maintenance
helps to minimise the loss maintenance and repair department works for maintaining proper
working of hotels. In hotel industry maintenance department is important for proper working of the
electronic accessories like air conditioner, fridge telephones any electricity related problems
maintenance department is important for communication all over the hotel and for example if a
telephone in front office is not working and guest in room tries to contact to office due to a electric
problem in his room but telephone is not working then it leaves a negative impact about hotel in
mind of customer that's why maintenance and repair department is important for hotel industry and

if any product or services is not working in hotel then repair and engineering department is
available to solve this problem(Petrovic, 2019.). Maintenance department is required for customer
safety and customer satisfaction. The maintenance department is responsible for the air conditioner
proper water supply and safety issues in hotel and lighting of the hotel is much more dependent
over the maintenance staff of the organisation.
P10 Discuss the importance of security within a selected organisation.
Security is an important for each and every organisation for proper working of there
organisation and safeguarding there customers as well as there resources(Krotofil, McPherson and
Killaspy, 2018.) . Importance of security in hotel London Marriott canary wharf is for the protection
of interest of there customer security in this hotel is important for protecting there customer from
crimes like murder theft kidnap from health issues like stop them eating bad food or not serve them
the bad food that may cause them food poisoning or any problem from hotel staff security in hotel is
also important of there staff by providing them the staff lockers and insurance of the employees
provide facilities to them like provident fund and introduce different health schemes provide the
luggage safety facilities to the guests store there luggage in the store room and security provided to
there product(Boddy, 2018. ). Safety to the raw materials of the organisation from hazardous events
and a proper storage system and security is provided to materials protection towards the hotel
equipment’s from theft and other guest safety measure are to followed strictly like fire safety system
, flood safety , earthquake safety , security system are to be maintained properly and effectively.
The cyber security is also important for the hotel from hackers safety to there accounts and funds
proper management of currency of guests from different states and only one person is responsible
for maintaining this fund accounts because responsibilities in too many hands make chances of error
and fraud more safety in hotels is important after some of the terrorist attacks at hotels and guests of
hotels so the proper guards with ammunition are available every time in hotel for safety train your
staff to face if any problem arises in your hotel a proper safety will ensure overall satisfaction of
guests. Proper accommodation services are must to ensure that your guest is satisfied from your
services provide them timely support help in any qyarry's to the guest provide them all the facilities
for which they are applicable welcome them with good atmosphere at hotel and ensure the
cleanliness in the hotel staff must be behave adequate and disciplined ensure that good food is
served to the guests treat each and every guest seriously get feedbacks and reviews from your guests
about the services of your hotel. Make there room comfortable with all the available quality

accomodation services there make the environment of hotel hapier and familiar for them ensure
safety of your guests and maintenance of all the equipment in the hotel.

Conclusion
This study objective is to understand importance of front office to achieve the customer
satisfaction. The front office staff is one who maintains positive and strong relation with customer
for there satisfaction. If any problem arises to customer then front office staff is available of there
problem and if any confusion or quarry's of customers are to be answered by front office staff as we
know the first impression is the last impression so that the front office staff needs to adequate and
mannered because they are first to interact with the customers. Front office staff role is to regularly
communicate with guests about requirements the front office department is responsible if any
misconduct done to the guests and responsible for there check in and check outs. This department
manages all the cash they are responsible for bookings and arrivals of guests they have the
information about the rooms occupancy they also acts like a sales agent for the hotels they are
available if any problem arises to guests in night they maintain the inventory of the hotel and they
responsible to get the reviews from the guests about there services.

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