Managing Accommodation Services: Front Office, Housekeeping, and Interdepartmental Coordination

This report discusses the organisation of front office functions, roles in the front office department, and how operations of front office department meet business objectives. It also evaluates the significance of forecasting linen stock and other supplies of guest to ensure sufficient supply to meet demand. The report assesses the interrelationship between other key departments and housekeeping department within the selected organisation to provide quality services and provision.

Managing
Accommodation Services

Table of Contents
INTRODUCTION ..........................................................................................................................4
MAIN BODY...................................................................................................................................4
Explain the organisation of front office functions in a diversity of accommodation services....4
Explain the roles in the front office department for a respective organisation..........................5
Analyse and examine how operations of front office department in a chosen organisation meet
business objectives and mission..................................................................................................6
Evaluate a range of various accommodation services and the role front office plays in
attaining positive grading, classifications as well as reviews to meet overall objectives for
guest satisfaction & profitability.................................................................................................6
Review the key roles found within the housekeeping department of an organisation ...............7
Assess the significance of forecasting linen stock and other supplies of guest to ensure
sufficient supply to meet demand ..............................................................................................7
Evaluate the relationship between the housekeeping and other departments in a particular
organisation to provide effective qualitative accommodation services .....................................9
Examine the significance of scheduling maintenance or repair work to minimise the guests
disruption ....................................................................................................................................9
Discuss the significance of security within the particular organisation ...................................10
Evaluate into critical manner about the significance of communication between facilities
department and housekeeping for providing effective qualitative accommodation services....10
CONCLUSION .............................................................................................................................10
REFERENCES..............................................................................................................................12

INTRODUCTION
Accommodation services refers to the services which provides short term lodging and
other hospitality services such as hostels, hotels and apartments for rent and other private
accommodation facilities. Accommodation basically sets the standards of service and quality
which has been provided to customers in a business(González-Mansilla and et.al., 2019). In the
present report, Inter continental Edinburgh The George is taken into consideration. This hotel is
welcoming guests since the year of 1881 and at their heart there are five listed Georgian town
houses which was built in the year of 1775 as the home for Edinburgh's most prosperous
citizens. It is an American multinational company which franchises, operates and licenses
lodging which includes residential, hotel and time share properties as well. The present report
will cover discussion about size and scale of accommodation services which has been found in
the hospitality industry and also about different forms of ownership which is applicable to
accommodation services. In addition to this, the report will cover analysis about classification
systems, grading and online review sites which potential guests look for and also about the front
office functions. Moreover the report will cover discussion about the roles within the front office
department. The report consist of the key roles which was found within the housekeeping
department and also about the forecasting linen stock to ensure the sufficient supply to meet
demand. The report also consist of the scheduling maintenance and also about the security within
the selected organisation.
MAIN BODY
Part A
(Covered in ppt)
Explain the organisation of front office functions in a diversity of accommodation services
Front office is one of the important department within the hotel that makes direct contact
with customer and guest. In addition to this, it is also known as nerve centre of a hotel that
performs important functions and ensure effective service to customers (Valencio, 2021).
Moreover, it is analysed that front office department is one of the major revenue producing
department within a hotel. It is significant for a hotel to ensure that front office is working
properly as it help in providing satisfactory service to customer that further leads towards

customer retention and growth of hotel at marketplace. The front office functions within a
diversity of accommodation services and is given below:
Functions of front office:
Reservation: One of the major working of front office is to deal with the clients at the
time of booking so that an effective deal can take place. In addition to this, handling the guest
effectively assist a hotel to ensure booking that has positive impact on the sales of organisation.
Reception: It is one of main part of front office and herein employee guide guest as per
their requirements. In addition to this, it also help guest to convey the services to guest so that
they can enjoy their stay in an effective and proper manner.
Function of Front Office in different accommodation
There are various functions of front office in several accommodation which are as
follows:
Hotels: In every hotel, the main function of front office is gather provide all the
information related to booking to the customer or guest in a proper manner. With reference to
Inter Continental Edinburgh the George hotel, it is having the effective employees who perform
the role of front office in a proper manner (Kuo and et. al., 2020). In addition to this, they are
updated with the bookings and maintain records of check-ins nan check-outs of guest so that an
appropriate data is maintained and no issuer is raised in the future.
Guest service: It is analysed that front office ensure that the service provide to customer is
effective so that they can satisfied and ensure future bookings. It is determined of the customer is
getting appropriate service then it help hotel to improve its brand image at marketplace.
Explain the roles in the front office department for a respective organisation.
Inter-Continental Edinburgh the George hotel is one of the luxurious hotel which has a
proper front office department and has function properly in order to provide quality and best
experience to the customers. The significance of front office in Inter Continental Edinburgh the
George hotel is to handle the reservations, resolve customer problems or grievances associated
with clients as well as ensure that operational work is implemented properly (Devendra and
Gnanapala, 2019).
Role of Front Office department:
There are various role of front office department with reference to Inter Continental Edinburgh
the George hotel and is given below:

Front office manager: It is one of the significant aspect that is performed by front office
department. It is analysed that the higher authorities of Inter-Continental Edinburgh the George
hotel deal with the operational work and supervise the other employees to perform properly. The
main role here us to maintain the record within the system about bookings of each data and to
effectively greet customer while they enter in the hotel (Lam and Cheung, 2018). Moreover, they
also handle the queries of customers in an appropriate and timely manner that has positive affect
on the brand image and performance of hotel.
Front Desk Representative: It is analysed that front desk role within the hotels is to make
appropriate room reservations by providing effective service and information to guest or
customers. With reference to Inter Continental Edinburgh the George hotel, the front desk
representative allocates and assign the right rooms to the guest and provide them guidance to
reach to them. Furthermore, they also ensure that quick response is given to the customers about
their requirements which further has positive impact on the mind-set of customers towards brand.
Analyse and examine how operations of front office department in a chosen organisation meet
business objectives and mission
It is analyse that front office department perform various roles that is guest service,
reservation, update check-ins and check-outs, telephone, room assignment and so on. In relation
to Inter Continental Edinburgh The George hotel, its front office department is well trained and
qualified due to which they handle each and every query of the customers in an easy manner
(Rani and Gupta, 2021). In addition to this, they are also updated with the process, bookings and
information about guest along with their requirements which assist them to satisfy them within
stipulated time period. All this assist in developing positive mind-set of customer towards brand,
improve productivity and performance, develop brand image, help in attaining competitive edge
and so on. Moreover, this will further assist hotel to meet with its objectives and ensure
fulfilment of mission in an effective manner.
Evaluate a range of various accommodation services and the role front office plays in attaining
positive grading, classifications as well as reviews to meet overall objectives for guest
satisfaction & profitability
It is determined that there are various accommodation services as well as the role of front
office such as guest service, reception, reservation and so on. If all this services are providing
appropriately and effectively to the customers, then it assists in developing positive brand image

because of which customer provide positive and plus grades to the service of hotel that is
significant in order to gain higher growth and success at marketplace (Putri, Meidia and
Gunawan, 2019). In addition to this, gaining the positive reviews from the customer assist hotels
to fight with the rivals and attain competitive advantage at marketplace. It is analysed that
performing of all the services to customer assist in meeting with the requirements of customers
and leads to high productivity as well as profitability.
Review the key roles found within the housekeeping department of an organisation
Housekeeping department: It is a kind of operational department within the hotel which
is mainly responsible for maintenance, cleanliness, public area, aesthetic upkeep of rooms and
back area of surroundings. The hotel basically survives on the basis of sales of room, beverages,
food and other services which are minor in terms of nature such as health club, laundry etc. In
context to Inter Continental Edinburgh The George hotel, the housekeeping duties basically
include the cleanliness of guest rooms and also making the beds as well(Mate and et.al., 2019).
They are also responsible for replacing the dirty linens and towels as well and also include the
restocking of the amenities of guest room which include drinking glasses, toiletries and note pads
as well. Housekeeping department is also responsible for removing garbage, room service trays
and recycling also included in it. They are also responsible for picking up and returning the valet
laundry items as well.
The are certain daily basis tasks which needs to be fulfilled by Inter Continental
Edinburgh The George hotel housekeeping department into positive manner into consistent way.
It includes the gathering arrivals and departure reports, scheduling of the housekeeping staff for
the week or two ahead, attending hotel leadership meetings, holding the pre shift team meetings,
working with the front desk(Özdemir and et.al., 2019). In addition to this, responding towards
guest requests, resolving the guest services issues which are related to housekeeping, leveraging
technology to communicate with other departments and management of department expenses
such as supply costs and payroll. These are the main roles which has been fulfilled by the house
keeping department by an organisation into positive manner.
Assess the significance of forecasting linen stock and other supplies of guest to ensure sufficient
supply to meet demand
At the organisational level, within the hotel it has been observed that the hotel measures
the suitable level of inventory which is into the context of linen stock and these are basically

used by the department of housekeeping on the regular basis for guest attraction. With support of
proper linen stock, the department of housekeeping can perform operations into smoother
manner in order to clean the living rooms in a significant method that helps to balance in
sustaining the hotel brand image.
There are also certain other supplies of guest which contributes into forecasting of linen
stock within the hotel rooms such as protectors, bed sheets of pillow cases, pillows, blankets,
mattress covers, bed spreads and shams. In context to Inter Continental Edinburgh The George
hotel, these forecasting linen stock and supplies of guest are important because these supplies
helps the housekeeping department in maintaining their performance into consistent manner
(Pavia and Floričić., 2017). There are different components which are related to the table linens
which includes tissue paper and table clothes as well. These are the parameters which needs to
be fulfilled by the hotel before the guests enters into their rooms. So its important to maintain a
standard into consistent manner so that they can maintain their brand image into stronger manner
in this international market. These supplies need to be received within a particular time frame so
that customers don't have complaint regarding it and feel satisfied into positive manner with the
result kind of approach. As the hotel operates on a very large scale then it is natural that demand
is also on the higher scale s o its necessary that these supplies should be received by
housekeeping department into regular manner so that services can be provided by the hotel into
result oriented form.
Illustrate the significance of interrelationship between other key departments and housekeeping
department within the selected organisation to provide quality services and provision
There are certain main departments within the hotel of Inter Continental Edinburgh The
George which includes front office department, housekeeping department, food and beverage
service department, kitchen department, engineering and maintenance department, security and
human resource department as well(Pourabedin and Migin., 2015). It is very important to have
coordination among these departments into positive manner so that tasks can be achieved into
smoother manner. It is necessary to have coordination between housekeeping and front office
department in order to share information on occupancy levels that helps to forecast the
occupancy for the year and also makes it easier to draw the budget, establishes par stock levels
and also estimates the required staff strength as well . The most important function of
housekeeping department is that to maintain the hotel into appropriate manner and the purpose of

keeping the furniture into working order for the safety of guest so its important to have proper co
relation with the engineering department(Provotorina and et.al., 2021). In context to Inter
Continental Edinburgh The George hotel, the housekeeping department should have coordination
with other security, human resource and food and beverage department so that proper cleanliness
can be maintained at the organisational level in order to increase the customer experiences into
better terms into result oriented form. So its very important to have inter relationship with
housekeeping and other departments as well so that they can provide adequate services and
qualitative services to their customers.
Evaluate the relationship between the housekeeping and other departments in a particular
organisation to provide effective qualitative accommodation services
At the organisational level of hotel, it has been observed that there should be positive
relationship amongst departments so that they can provide qualitative services into the
accommodation sector. When every department cooperate with each other into result oriented
form then its easier to execute task into positive form. When there is no proper coordination then
it becomes difficult to achieve a particular level of quality into proper manner. Every department
requires cleanliness level so its important that to maintain a good bond with other departments
into exact way so that a proper hygiene factor can be maintained at the hotel level. That' s why its
very necessary to have relationship between the housekeeping and other departments within the
hotel of Inter Continental Edinburgh The George so that qualitative services can be provided.
Examine the significance of scheduling maintenance or repair work to minimise the guests
disruption
Maintenance scheduling: It basically refers to the process of making sure planned work
is carried out and it also involves bringing all the necessary resources together in order to make
sure that tasks are completed into correct form within the set period of time. In context to Inter
Continental Edinburgh The George hotel, it is very important that to have the maintenance work
on the regular or over the period time basis so that hotel can be maintained into qualitative
manner(Raguseo and Vitari., 2017). At the organisational level of hotel there are certain walls,
equipments and machines which needs to be maintained on the regular basis so that hotel can
maintain its standard level into positive manner. When there is proper maintenance of rooms and
other parts of hotel then it is necessary that to maintain the attraction level of customers so that
their revenue can be increased into positive terms(Rogerson., 2020).For minimising the guests

disruptions and to maintain the privacy level of guests it is important to maintain the proper
repair work so that customers don' t have complaints regarding it and they can enjoy their
services into positive manner. When there is no proper maintenance within the hotel then
services can't be provided into appropriate manner to their guests so there are chances of getting
anxious by the customers. So its important to provide qualitative services to their customers into
result oriented form. This is the importance of scheduling maintenance or repair work as well at
the organisational level so that they can earn large level of profits and have strong brand image
into this international market.
Discuss the significance of security within the particular organisation
At the organisational level security is very important because it reduces the
compensation, liabilities, insurance and the other expenses which hotel has to pay to their
stakeholders. It ultimately lead towards the increment into the revenue of business and also the
reduction in operational charges which have been incurred. In context to Inter Continental
Edinburgh The George hotel, they have to maintain security level for their customers so that they
also feel secured when they comes to reside at hotel for longer period of time.
Evaluate the role of maintenance which has been played within the accommodation services in
ensuring the satisfaction of guest
For increasing the satisfaction level of their customers, it is very important that hotel has
to maintain their services into regular terms so that they can enjoy their services into proper
manner without having any kinds of complaints and disruption level as well.
Evaluate into critical manner about the significance of communication between facilities
department and housekeeping for providing effective qualitative accommodation services
At the organisational level, it is very important to have communication among different
departments so that information can be conveyed into effective manner to every department (Ye
and et.al., 2019). When there is good level of communication then the tasks can be executed into
well mannered form and services can also be provided into qualitative terms.

CONCLUSION
The above stated report concludes that hospitality industry is very important in this world
of business on a larger scale. It has been concluded that there are different functions of front
office within the accommodation services and there are certain important roles of front office
department within the hotel. It has been determined that operations of the the front office
department also contribute in terms of meeting out the business objectives and mission as well.
There are different roles of housekeeping department and also there is importance of linen at the
organisational level. That's why it is very important that hospitality organisations should have
coordination among different departments.

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