Managing Accommodation Services in the Hospitality Industry

This report discusses the various types of accommodation services in the hospitality industry, different forms of ownerships, grading and classification system, and the role of the front office and housekeeping departments in the context of Hilton hotels. It also analyzes the implications of online reviews on guest decision-making.

Managing accommodation
services

TABLE OF CONTENT
INTRODUCTION...........................................................................................................................3
MAIN BODY...................................................................................................................................3
The scale and size of the accommodation services in the hospitality industry:...........................3
Analysing the different forms of ownerships in the accommodation services:...........................4
Analysing the role of the grading and online classifying system on the booking of the
accommodation services:.............................................................................................................5
Analysing the range of the Different accommodation Services and implications of the
ownership grading, classifications and online reviews upon guest's decision-making:..............5
explanation of the front office function with in the various accommodation services:...............6
the key role with in the front office department in the context of the “Hilton hotels”:...............6
Operations of the front office department with in “Hilton hotels”:.............................................7
The Housekeeping department-...................................................................................................7
Facilities management and security in accommodation services................................................9
CONCLUSION..............................................................................................................................11
REFERENCES................................................................................................................................1

INTRODUCTION
Accommodation services means provision of the accommodation based on daily or weekly basis
criteria, it is for short stay f tourists providing them with the various establishments this includes
various service providers like hotels, pensions, motels, bed and breakfast services, commercial
marketing private hotels, and hostels, etc. The service provider “Hilton hotels and resorts” is the
global brand of complete hotel and resorts service provider brand. The firm was founded by the
Conrad Hilton in 1919 on 31 of may (Xie and Chen, 2019). The organization function in around
the world and have around 584 hotels operating worldwide. Report based on the Hilton hotels
will be demonstrating about the scale and size of the accommodation industry, different forms of
ownerships available in industry, roles of the websites and grading system in the accommodation
industry. The report will also be quoting about the front office department and its key role
formers, key roles with in the housekeeping department. The report will also be discussing
importance of the relationship between the housekeeping and other departments. Further, the
report will be discussing the importance of maintaining the repair works in minimizing the
disruptions for guests.
MAIN BODY
The scale and size of the accommodation services in the hospitality industry:
The various types of the accommodation service providers in the hospitality industry are as
stated:
Hotels: hotels are the most popular factor and the service provider in the hospitality industry for
the tourists (Rogerson and Rogerson, 2019). The hotelier can run the hotel independently, it is a
unique setting or a corporation can be joined making the hotel a part of the global chain industry.
The size, location, amenity classifications, and price of the hotel helps in determining the rating
of the hotel based on 1-5 star of rating.
Guest houses: the investment in the home can become the source of income when it is converted
in the guest house. Hoteliers share their homes with the guests in the markets by providing the
accommodations of choice for tourists those preferring to live like in the home environment. The
facilities in the guest houses can be improved by adding various features like Wi-Fi connectivity,

Catered meals, Providing them with the local meals, Professional staffs,Good quality interior
furniture and decorations.
Chalets: these are the suitable type of service for the clientele that prefer about nature, bondings
in group and adventure. Chalets are considered one of the ideal form of the accommodation
service for the ones that are travelling in groups like corporate groups, families and sports teams.
At the time, in the tourists destinations like which attracts the tourist including the hikers and
skiers, investing in the chalets will be best (Wang and Li 2022). The service provider can provide
with the various facilities like Private pools, Self catering services, Individual chalet
accommodations, and Hot swimming pools and jacuzzi.
Analysing the different forms of ownerships in the accommodation services:
There are four basic types of ownerships in the industry which are as considered below:
Franchise: a franchise model in the hotel industry provides the business with the clear
advantages and disadvantages in the operations. The hotel will be receiving the benefits in the
recognition of brand name that is given by the consumers, a business model and its marketing
strategies. The owners depend on brand name of the firm for its business. But, franchise is a
limited territory in the market and the growth of the franchise is in lower options.
Private owned: this ownership gives most of the freedom to the owner but in this risk is very
high. The owner of the organization free in making the decisions related to the staff, structure
and growth based operations. But the owner does not have the benefits of the brand. In this
ownership all the research and efforts are to be made from the ground (Anugrah and Hermawan,
2019).
Leased: this model of the ownership in the industry are also called as privately owned ownership
but in physical manner the hotel belongs to someone else. These types of the arrangements in the
industry are based on long term leases. The stipulation of the rent of the premises is less and it
may also include the sliding scale on the basis of total revenue earned for the rent.
Managed: the trend for the lastly working hotels does not equip the franchise model or other
model they acquire the managed way of managing the business operations. Under this the
privately owned hotel partners with the brand name or small sized or more experienced hotel.
The business operations are taken over by the managing hotel and managing hotel charges
royalties on the total revenues earned.

Analysing the role of the grading and online classifying system on the booking of the
accommodation services:
The grading and classification system in the hotel industry helps in determining the standards of
the hotel offerings and ability to purchase the hotel accommodation. The grading and
classification of the hotel helps the consumer in recognizing the quality and differentiate the
levels of facilities and services offered in the transparency as per the requirements of the
businesses and leisure tourists both. It provides benefits to tourists, hotels, and the whole
industry like:
Benefits to the tourists:
Providing the reliable indications of excepted services and offerings and helping the consumers
in finding the hotels of the standard required by them.
Benefits to the hotels:
Allows the hotels in designing and targeting the training activities, it helps in demonstrating the
commitment to the quality, and in independent assessment of the offered services (Xie and Chen,
2019).
Benefits to the industry:
Allows adding standards to the place, assists travel agents in understanding the product and
match the supply and demand, and it also encourages the competition amongst establishments.
Analysing the range of the Different accommodation Services and implications of the ownership
grading, classifications and online reviews upon guest's decision-making:
The hospitality industry gets largely inspired by the online grading and review system as
it classify the industry global arena of business to attract the customers in the hotel market. But,
the thing face the huge influence from the side of customers as in the decision-making they are
largely impacted by the online reviews by getting aware of various websites that post critical
reviews of the hotels. Then customers share their experiences in form of feedbacks and that
affects the decision-making of other hotel chains and the accommodation industry.
The front office department of the hotel get directly in the touch of customers and
provide them with the numerous services like reservations, room and rate assignments,
registration, guest services, maintenance and settlements of the guest account and creation of the
guest history records and maintaining the reviews from the guests (Gerwe, 2021).

explanation of the front office function with in the various accommodation services:
Front office is one of the important desk in the hotel industry, as it make direct contact with the
guests. The main function of the department is handling out the reservation, guest services,
check-out, check-in, finance and cashier, foreign exchange, room assignment, inquiries in the
hotels, etc. The department is the nerve centre of the hotel. The front office department develops
the quality in the hotel and then whenever the guests have any query, or they require any of the
help customers can directly to the front office. This department is the main operational and the
revenue producing department of the hotel. This generates around 2/3 of the revenue in the hotel
by generating the sales of the guest rooms (Zhu and et.al., 2020).
The functions of the front office department performed in the hotels are like the guest
reservations, guest services, history and records, database, room status, reservations, postage and
parcels, telephone, finance and foreign exchange, inquiries, bell desk and concierge
The front office department develops and maintain over the comprehensive database of the guest
informations, and ensure the guest satisfaction. The department is called as the face of the hotel
and other accommodation services. All the activities in the department is guided towards
supporting the guest transaction and the services. These functions of the hotel are accomplished
with the personal diversified areas of the front office department. Front office department
includes the various members that are front desk agent, cashier, mail and information clerk,
reservation agent, telephone operator, night auditor and uniformed service agent.
the key role with in the front office department in the context of the “Hilton hotels”:
The key role with in the front office department in the Hilton hotels are as follows:
Front office manager: manager of the hotel are responsible to look out the front desk staff and
ensuring the positive feedbacks from the customers of the hotel. The manager develops the
schedule for the Hilton and manage to see that the front desk is completely staffed. They take
part in the hiring and training of the employees sometimes at the time when new employee joins
the firm.
Guest service manager: the firm separates the guest service manager and makes it the in charge
of the office staff that includes the check in staff, bell hops, and concierge. The managers have
the responsibilities of scheduling, training, budget management, and management of the
relationship of the different departments in the firm.

Reservation manager: this manager ensures the efficient operations in their department by
appropriate reservations services. The manager handles the changes and cancellations that
happens in the hotel services. Manager is always there to answer the questions to be asked on the
front desk.
Reception manager: the manager play the vital role in the front office department of the firm.
They help in the welcoming the guests and make ensure to let them feel comfortable during their
stay. They are the first in line to contact with the guest that arrives in the hotel (MChang, and
et.al., 2019).
Revenue manager: this manager is one of the key duty player in the organization. The manager
is responsible for ensruring that the guests are charged appropriately. The managers ensure that
reservation rates are updated from time to time for keeping up with the competitive range in the
hotels that are operating in the similar range.
Operations of the front office department with in “Hilton hotels”:
The operations that the front office department takes care in the organization are like they take
care about the interacting with the first mover guests for handling the request for the
accommodation, checks about the accommodation availability in the firm and assign it to the
guest by providing it, collection of the details of the customer while the process of registration is
done for the guest, creation of the guest's account with the FO accounting system of the hotel,
and issuing the accommodation keys to the guests by taking care for the services to be provided
to the guest (Hughes and et.al., 2018).
The Housekeeping department-
The housekeeping department contribution in providing the effective accommodation
service as the goal of the every accommodation establishment is to provide consumer clean, neat,
tidy and attractive surrounding that value their money. No service can provide enough
satisfaction to the consumer that the clean, good and pleasing surrounding does. This has become
necessity for every hotel industry today (Bhatnagar and Nim, 2019). The housekeeping
department is the operational department for every hotel industry as it is responsible for all the
aesthetic vibe, the cleanliness and the comfort. The major portion of profit in the accommodation
industry comes from the room services as it can be sold over and over again and this specifies
that the housekeeping services play a major role in this industry.

No doubt, today people have become conscious about the surrounding and after covid-19
the role of housekeeping services has increased. The housekeeping department is not only
responsible for the clean rooms but also is responsible to clean and maintain everything in the
hotel industry. This is the operation where housekeepers work 24 hours and 365 days. The
demand of the housekeeping services is not only increasing the hotel industry but the hospitals,
corporate offices, curses and the airports also want their organization to be clean and aesthetic.
The Hilton company has over 2200 hotels and resorts in around 118 countries that are
famous for their aesthetics all over the world. Today, the aesthetics, comfort and the surrounding
are the reasons behind the high profits of the Hilton. The housekeeping services performs all the
cleaning services in Hilton like the sweeping, dusting, polishing and the mopping. The role of
housekeeping services has become wider today as it ensures that all the rooms are properly clean
and are according to the standards that the brand Hilton is famous for.
It is also responsible for checking on all the complaints and dealing them with patience.
Further, it also follows all the covid-19 guidelines provided by the WHO and adhere to all safety
measures (Hu and et.al., 2021). Role of housekeeping services does not end here, it is also
responsible for maintaining all the equipments and for making sure that there are no inadequacies
in the Hilton. Executive housekeeper is the one who manages all the services of the
housekeeping. His role of the Executive housekeeper is to reduce the turnover of the employees
in Hilton and to recruit, select and motivate employees (Chaudhari, 2021).
Linen stock are the stocks that every accommodation industry needed for the smooth
operation of the hotel industry. This enables the company in ensuring that all the demands of the
consumers are being fulfilled easily. It keeps a smooth flow of supply that in turn helps in
providing the better services to the consumers. The Hilton company also ensure that it has
control on the inventory by regular checking of the material to reduce risk of duplication while
ordering stocks. The inventory control also helps in identifying that the quality of stock does not
reduce over time and keeps getting better according to the requirements of the consumers. At the
same time budgetary control can also be facilitated easily. This facilitates maintaining both the
consumable items and the non consumable items in the hotel industry.
The housekeeping department is not enough to run any hotel. Every hotel service industry
should have the proper coordination system to provide best services to its consumer (Devendra
and Gnanapala, 2019). The housekeeping departments coordinates with front office department

for making sure that there are efficient rooms available for the guest by checking all the
occupied, vacant and unrepair rooms. This also is needed to clean front public area of the hotels
and for proper rooms arrangement.
The coordination with food and beverage department is also necessary as it is concerned with the
linens. The housekeeping department communicate with the food department for making sure the
mini bar in the guest room and is related with the collection of trays and for the placements of
the fruit baskets in the special rooms. Special cleaning is all needed for the beverage department
as food and beverage are the key to attract the consumer and this area aesthetics are very
important for the hotel industry.
The other departments that the housekeeping departments coordinate with is the purchase
department, personnel department, marketing department and the maintenance department. The
goal to coordinate with every department is to ensure that the consumer likes the place and feel
the place to be worth for their money. It is also related with the acquisition and the maintenance
of the consumer. The housekeeping department is centred around all the other departments as it's
services are visible to the consumers and their role is very important to please the consumers of
the hotel industry.
Facilities management and security in accommodation services.
The security plays very important role in the accommodation industry as the hotel
industry is the part of the hospitality industry where guest experience plays major role in earning
profits for that industry. It is the reason many hotels invest heavy in proper security that ensure
guest feel safe when they visit and feel protected. This at the same time also protected owners
from the criminal activities. Hotel security involves overall security of ever person within the
hotel like the guest, the employees, the visitors or anybody else. The roles of security play is to
monitor entrance and exist of the people.
This is generally done by the security guard of the hotel. Physical surveillance is also the
duty that comes within the security department of all the hotel that checks and deals with any
suspicious activity (Altinay and et.al.,2019.). Protecting consumer is the main and utmost
important duty of this department as no one wants to visit to the place that is not safe for their
lives. Security officers carry phones, radios that allows them to respond to any emergency

situations. They also carry guns, batons and other tools to keep situation in their control all the
time.
Scheduling is referred as the routine monitoring of all the elements by inspecting,
adjustment and the repairs. The importance of the scheduling maintenance or repair work is
needed on daily basis to minimize disruptions when guests visit that place. Daily maintenance of
all the things operating in the accommodation industry is needed for the variety of the reasons for
eliminating all the unexpected and uncertain breakdown and the replacements. It is also
important to cut the cost on the emergency time and at the same daily maintenance and repair
work can increase the lifespan of expensive items. This plays a major role in solving the
problems before they occur. The different type of maintenance it includes is the regular
maintenance, the preventive maintenance and the schedule maintenance which differ in every
other hotel.
The Hilton hotel has over 2200 hotels as the hotel has global brand image its security
plays major role in promoting it. Without security no hotel industry can survive in the market for
the longer period. The Hilton is investing heavy in its security as for the brand consumer safety
most important for the company. The hotel provides training sessions to the security department
for controlling all the unexpected events and manage crisis. Audit of safety department on the
regular basis is another step that hotel focuses on. Expert advice has also been important for
Hilton in all the safety and the security matters. Its safety includes occupational safety, health
safety and the safety of all the executives and the consumers. Hilton also has customized Alert
app which is used by hotels' employee at the time of emergency incidents to communicate easily.
The Alert app is supported by the cloud based management system. The training process
includes all the training related with the fire safety measures, workplace safety, food safety and
the emergency measures. The safety and security measures plays a very important role in
satisfying consumer as all the safety features has direct impact on the consumer wish to travel
(Ushakov and et.al., 2020).
The regular maintenance of the equipments and all the services plays a very important in
role in satisfying consumer. Satisfying consumer is the ultimate aim of the hospitality industry.
Regular maintenance of all the items meet continuous demand of the consumer. The different
department in the hotel industry has different maintenance system many departments do it on
schedule basis (Manjunatha, Srinivas and Ramachandra, 2018). The maintenance is key to get

success in the hotel industry. Hotel industry maintenance all the services, products, food and
non-food items by regular checking them. The maintenance also involves cutting large
expenditure and running hotel properly. Maintenance is the important factor that ensure the
quality of the service provided to the consumer and which determines the long-term success of
the company.
The basic meaning of maintenance is to keep, preserve and protect the property.
Consumer satisfaction is basically measured to determine whether consumer likes the service of
the hotel industry or not. The more the consumer is satisfied the more will be the profits of the
company and this will help company in the business growth and the revenue.
CONCLUSION
The above report based on the management of accommodation services have concluded about
the scale and the size of the accommodation services founded in the hospitality industry. The
report also shown about the different forms of ownerships in the accommodation services and the
role of the online grading system in the hospitality industry. Further, the report have concluded
about the front office functions, key role of the front office department in the “Hilton hotels”,
key roles in the house keeping department and importance of the linen stocks and other guest
supplies in meeting the demand. The report also shows about the inter-relationships in between
the house keeping department and other departments in the hotels. The report also shows about
the importance of the scheduling maintenance of the repair work and importance of the security
in the “Hilton hotels”.

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