Managing Accommodation Services

This presentation provides an introduction to the hospitality industry and focuses on the role of the accommodation sector in contributing to GDP. It discusses different types of accommodation services, ownership models, grading and classification systems, and the role of online review sites. It also explores the functions and responsibilities of the front office department in meeting organizational objectives.

MANAGING ACCOMMODATION
SERVICES

Introduction to hospitality industry and define how
accommodation sector contributes to GDP
INTRODUCTION
Hospitality industry has a broader category of field within service industry and this includes lodging, event
planning, theme park and transportation services.
Travel and tourism is vast group of business that has main goal in terms to provide necessary and desired
commodities and service to travellers and customers.
One of the largest and fastest growing sector of economy at present time.

CONT..
Contribution of accommodation sector:
This sector has contributed 8.8 percent of total employment opportunities and this is sector that plays crucial
role in development of tourism.
Henceforth, this can be stated that Hospitality industry has provided more jobs opportunities than any other
industry.
Also, accommodation service has totally contributed about £1 million to overall hospitality industry.

Different types of accommodation services within
hospitality sector.
These are outlined in below context manner as are-:
Motels- This accommodation usually featured as one
or two bedroom units. It is mainly defined as roadside
hotel that target the guest travelling by car.
Hotel- This is defined as an establishment that offers
paid accommodation on short term basis. It is a place
that offers paying services and also catering for
customers who needs accommodation for overnight.
Hostels- This is defined as establishment that offers
inexpensive food and accommodation facilities for
particular group of people such as workers, travellers
and students.

CONT..
Size and contribution of GDP-:
In the year 2014, UK Hospitality industry has contributed an estimated £57 billion to UK GDP.
Therefore, Tourism can be taken as major source of job creation as this directly employs 9 million
individual or 6% of total employment in the European Union.
Hospitality and tourism brought £73 billion to the economy.

CONT..
Different business operation models-
Low cost model- This is defined as business strategy in which organisation offers lower cost services and
product to attract high demand in market. It leads to result in increase in market share.
Airbnb business model- It is model that has multi sided marketplace that mainly connects with travellers
with host and experience providers. This is two sided online platform that provide the facility as process of
booking private living space to travellers.

CONT..
Scale and scope of accommodation services-
Luxury- This offers services that are very luxury in nature. It renders facilities as wake up calls, security
guard and news paper delivery etc. Henceforth, their main aim is to offer full comfortable and decorated
suits with attractive features as internet, min fridge etc.
Mid range- It is the hotel that provide services which are moderate and their accommodation is
comfortable, clean and inexpensive.
Budgeted- It is define as service that offers the guest minimum service and this is considered as budget
friendly. This hotel has limited services and staff. They do not provide any additional services such as Free
Wi-Fi, phone calls etc.

CONT..
Type of facilities in Hospitality sector-:
Restaurant- It is the facility that offers good quality of food to
guest. They render the waiter services that takes better care of
guest. Also, the services provide under it as Buffet, self service
etc.
Valvet- This is considered as parking services and this offered to
the guest some stores, restaurant etc. Herein, customers finds
their own space of parking and vehicle can also be parked by an
individual that represented as Valet.
Concierge- It is considered as individual who has varied duties
and also look over the maintenance of hotel. Thus, their main
responsibility to help guest with each thing they required.

Define the forms of ownership apply to accommodation
services with use of examples
The ownership within the hotel accommodation is highly depends on complexities of ownership
structure within hospitality industry. Therefore, ownership of accommodation can be categorised as
managed, privately owned, operated and franchise model.
In case of managed and franchised accommodation, the service quality expected to be of the high standard.
Leased and privately owned hotels are not suitable for guest as international as they are not effectively
organised potentially.

Discussion on grading and classification system
The grading system highly considered to be affecting the room booking system of hospitality
industry and the accommodation system is usually dependent on critical operations of hotel.
Hotel grading and classification aids to determine the standard and offering of hotel. In addition
to this, the grading and classification of hotels inform customer that how to recognize the various
aspects such as quality, differentiates at all the levels of facilities etc.

CONT..
Role of grading and classification system-:
It is system that provides assurance to both local and international tourist that an establishment has been
accessed and approved by an independent their party.
This offers the reliable indication as hotel is providing expected services and offerings.
It is techniques that is assist the customer to find out the hotel as per the standard needs.
This is very effective as this leads to have improved services and reliability within the tourism industry.

CONT..
Grading and classification system used in countries as-:
This is star rating system that has mainly designed to measure out the quality of hotels. In the Europe
Hotels are generally rated on the basis of four star system.
On the other hand, United states mainly uses the five star system to give rate to hotels.
Henceforth, this has been found out that china is the only the country that has official hotel rating system
while some countries as UK, U.S have the non official rating system.

Assess the role played by online review sites
such as Trip-advisor
In this digital era, online reviews have become crucial digital currency for hotel. From all over the online
review sites the Trip advisor taken as effectively regarded as number one.
Henceforth, the number of review sites are taking placed and standing in hotel space. Social media is also
creating buzz in hospitality industry.
Role of online site is very critically significant in terms to customer decision-making as this support in
process of booking of accommodation and room in hotels.
Online review sites can be considered as huge beneficial to business and also act as massive detractor. This
aids to influence the customer purchasing decision.

CONT..
Description on the function of Front office with reference to three kinds of accommodation provider.
The front office functions along with services as accommodation can affect the operations of the hotels within
the international arena. Therefore, the main aim is to attract the customer and to attract them on the global platform.
Function of front office are outlined as-:
Receptionist- The main role plays by them is to greet the guest and to complete the all process of registration. They plays
vital role as they collect the all sensitive information about clients prior assigning the room.
Reservation- It is the authority that is accountable for receiving reservation with help of means as email, fax, sales
representative and many more. On the other hand, information desk handles the guest room keys and also offers the
information in terms to city, hotel services etc.
Concierge- They are providing the information to the guest such as dinner reservation and this also offer the information
that is mainly based on social and cultural events such as shows, photos exhibition etc.

CONT..
Roles and responsibilities
Receptionist manager is accountable for answering the all queries of the customer and to supervise them
effectively. Thus, they must maintain the night records to room each month.
Front office managers are accountable for undertaking the final draft in relation to night audit. They needs
to undertake thing as to review the financial accounting at the guest areas. To undertake the reservation
system they are responsible to monitoring and operating.
Concierge supports to guest by performing the various task such as to make reservation for restaurant,
booking of hotels and to arrange spa services etc.

CONT..
Skills and qualities-
Receptionist must have effective skill as communication as they needs to interact with customer in regular
manner. They must have capability of multitasking as they need to do more than one task at a time.
Front office managers must have the skill to supervise the things effectively but they have strong leadership
skills and problem solving skills.
Concierge must have the skill as active listening as they need to put the full attention to what customers are
saying. They must have ability as service orientation that aids to actively look over the ways to assist
people.

Analyse the key role of front office department in
meeting organisational objectives.
Front office manager operation must be inclusive of components of business objectives and
mission that are required to be accomplished in long run. Thus, the role of front office department needs to
be monitored regularly as this issues proper guide to the staff in terms to code of conduct that needed to be
followed. Henceforth, they plat the crucial role in helping and assisting customers to accomplish high level
of customer satisfaction.

Conclusion
Hence, it can be concluded that Front office staff plays crucial role accomplishing the
competitive advancement through enhancing customer satisfaction. They are considered to be the
faces of the department of hotels. Therefore, front desk employees works as to influence the
customer satisfaction with providing effective check in process.

REFERENCES
Books and Journals
Slåtten, T. and Mehmetoglu, M., 2015. The effects of transformational leadership and perceived
creativity on innovation behavior in the hospitality industry. Journal of Human Resources in
Hospitality & Tourism. 14(2). pp.195-219.
Chang, S., 2018. Experience economy in hospitality and tourism: Gain and loss values for
service and experience. Tourism Management. 64. pp.55-63

THANK YOU