Managing Accommodation Services: Front Office and Housekeeping Departments

This report discusses the importance of front office and housekeeping departments in managing accommodation services. It covers the organisation of front office function, key roles within the front office department, and the contribution of the housekeeping department. It also explores the interrelationship between housekeeping and other key departments, the importance of forecasting linen stock, and scheduling maintenance or repair work to minimize disruption of guests.

Managing
Accommodation Services

Contents
Contents...........................................................................................................................................2
INTRODUCTION...........................................................................................................................1
PART A...........................................................................................................................................1
PART B...........................................................................................................................................1
Explanation of organisation of front office function within a variety of accommodation
services........................................................................................................................................1
Discussion of key roles within the front office department for a selected organisation..............2
M1. Analysation of how operations of the front office department within the selected
organisation meet the overall mission and objectives.................................................................3
D1. Critical evaluation of the range of different accommodation services and the role of front
office plays in achieving positive grading, reviews and classifications to meet overall business
objectives for guest satisfaction and profitability........................................................................3
Review of roles found within the housekeeping department in a selected organisation.............3
Access of importance of forecasting linen stock and other guest supplies to ensure sufficient
supply to meet demand................................................................................................................4
Illustration of the importance of the interrelationship between housekeeping and another key
department within the selected organisation to provide quality provision and services.............5
M2. Evaluation of the relationship between the housekeeping department and other key
departments in a selected organisation to provide effective quality accommodation services. . .6
Examination of the importance of scheduling maintenance or repair work in order to minimise
disruption of guests......................................................................................................................6
Discussion of the importance of security within the selected organisation.................................7
M3. Assessment of the role of maintenance played within an accommodation services in
ensuring overall guest satisfaction...............................................................................................7
D2. Critical evaluation of the importance of communication among housekeeping and
facilities departments for providing effective quality accommodation services that meet overall
guest satisfaction..........................................................................................................................8
CONCLUSION................................................................................................................................8
REFERENCES................................................................................................................................9

INTRODUCTION
Accommodation services can be described as the provision of accommodation on a weekly and
daily basis that is for purpose of short stay of tourists provided for different establishments like
motels, hotels, pensions, hostels and other things (Agutter and Kevin, 2018). This project report
includes analysation of Crown Plaza is a UUK-based organisation which is providing its service
in different countries. It is providing its service in around 100 countries. It was founded in the
year 1983 in UK. This project report includes an explanation of different types of
accommodation services available within the hospitality industry. It consists role of the front
office department within accommodation services. It also assesses the contribution of the
housekeeping department to providing effective accommodation services. Moreover, it explores
the roles of facilities and securities within accommodation services.
PART A
(Covered in PPT)
PART B
Explanation of organisation of front office function within a variety of accommodation services
Front office department is one of the important departments within a hospitality organisation as it
is in direct contact with guests. It is a department that in the hotel of Crown Plaza deals with
reservations, inquiries, guest service, room assignments and other things. It is a department that
welcomes guests in a warm and friendly manner (Daud and Isa, 2021). This department also
ensures that there is the availability of rooms at the time when a guest to their hotels. It also
maintains records of data of guests including their names, contact details and other things. It is
one of the departments that deal with other functional areas of business. Different
accommodation services with which this department deals with in Crown Plaza are mentioned
below:
Finance department: It is one of the departments that arrange funds for business and make a
budget for different activities. Front office department of Crown Plaza also works with this
department as they collect cash from guest and give it to the finance department which later on
utilise these funds for the development of business.
Housekeeping department: It is a department that ensures that the room is ready for use
purposes of the guest before their arrival. It is one of the important departments which create an
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impression in minds of customers about the hotel. Front office department of Crown Plaza
provides information about the arrival of the guest to this department and according to which
housekeeping department proceeds their work.
Sales department: Front office department of Crown Plaza also needs to be work with the sales
department by providing them with information about the availability of rooms, check-ins and
check-out. On basis of this information, the sales department proceed to the sale room of the
hotel (Dayour and et. al., 2020).
Discussion of key roles within the front office department for a selected organisation
Front office represents an organisation by facing customers and is also known as the customer-
facing division of the firm. It is one of the departments that deals with sales, industry experts,
customer service and others in order to provide advisory services. It is a department which play a
different important in the organisation of Crown Plaza. It interacts with customers, welcomes
them, solves the problem faced by customers and also maintain a good relationship with them in
order to ensure their revisit in business. Some of role played by business of Crown Plaza are
mentioned below:
Guest registration: It is one of the departments which deals with the registration of guests. It
consists all registration related work like room assignment, check-ins of guest, room rates and
also welcoming them in friendly and professional manner. All these services create positive
impression of about hotel of Crown Plaza in minds of guest.
Maintaining guest database, records and history: Front office department of a hotel also
needs to create a guest profit in their data. This profile also needs to be updated every time guests
visit the hotel. It helps to maintain the history of guests to the Crown Plaza like their guests,
likes, dislikes (Kartika and et. al.,2019). It also helps hotel to collect feedback from guests which
is essential in order to improve the service of the firm. This data of guests needs to be maintained
by the hotel in a safe manner.
Reservation: It is another role of the front office department as they are responsible for the
reservation of rooms of the hotel. There are different sources from which registration can be
processed by guests like direct walk-in, online websites, social media platforms, calling and
other sources. The front office department needs to proceed with reservations by maintaining
records of guests, filling reservations records, assign them the right time and also room. All these
things help hotel Crown Plaza to ensure the availability of rooms before the arrival of guests.
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M1. Analysation of how operations of the front office department within the selected
organisation meet the overall mission and objectives
Front office department is one of the important departments in an organisation as it helps them
for purpose of interacting with customers and welcome to them. It creates an impression in
minds of customers at first and also maintains information of guests. It assigns rooms to guests
and also solves the problem faced by customers (McCartney, 2017). It also answers to different
queries of guests in organisation and also assists make efforts to make customers satisfied with
the guest. The mission of a business is always aiming to improve the satisfaction of customers
and also help them for purpose of retaining customers for the long term. The front office
department also focuses on building positive relationships with customers and also in contact
with customers by taking feedback from them. All these things help businesses for purpose of
attaining goals and objectives of meeting the needs of customers and increasing the profitability
of the firm.
D1. Critical evaluation of the range of different accommodation services and the role of front
office plays in achieving positive grading, reviews and classifications to meet overall
business objectives for guest satisfaction and profitability
There are different types of accommodation services that are interlinked and focus on the
attainment of common goals and objectives. These functions are also linked with front office
department of the hotel. Front office department helps businesses to take feedback from guests,
create good impressions and also to enhance the grading of the firm. Before going to any hotel,
guests first check the rating and grading which is important for them.
Review of roles found within the housekeeping department in a selected organisation
Housekeeping is a term that is defined as the provision of a comfortable, clean, safe and
aesthetically appealing environment. It is one of the operational departments which is
responsible for maintaining cleanliness in public areas, aesthetic upkeep of rooms, surroundings
and backup areas (Mikić, 2019). It manages daily duties as well as chores required to maintain
the hotel like cleaning, maintaining, laundry and other things. It is a department that play
important role in a hotel of Crown Plaza for purpose of creating a positive impression of the
hotel. Some of the important roles played by this organisation are mentioned below:
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 It helps to attain maximum efficiency in business which is required in order to ensure the
care and comfort of guests. It is also important for purpose of smooth running of the
department.
 Housekeeping department also creates a positive environment in the hotel by ensuring
cleanliness and ensuring all the stuff at the right place.
 It is also maintaining its standards of cleanliness in different areas of the business
including the reception area, lobby, rooms and other things (Nepal and Nepal, 2021).
 It is also a department that is also responsible for purpose of providing linen in rooms,
banquet halls, restaurants, health clubs and other things for the same purpose.
Access of importance of forecasting linen stock and other guest supplies to ensure sufficient
supply to meet demand
Linen stock is one of the standard amounts of linen inventory that is required by the
business for purpose of ensuring smooth operation of hotel operation. Guest supplies consist of
different items which are required for guest convenience, comfort and other things. These
supplies can include guest amenities, expendables, loan items, essentials and other things.
Forecasting of linen stock and guest supplies are important for business as it allows them to stock
these supplies according to that in order to avoid wastage and also reduce storage cost.
Forecasting can be described as techniques that use different historical data as inputs in
order to inform and estimate things in an effective manner which provides them direction in
future trends. This forecasting is required by businesses for purpose of determining the allocation
of budgets and plan in order to meet expenses for a future period of time (Ng, Sweeney and
Plewa, 2019). Forecasting of linen is important for a hotel business like Crown Plaza are
mentioned below:
Increase customer satisfaction: Increasing customer satisfaction is one of the important
components which is required by the business in order to ensure the success and growth of the
business. Forecasting of linen allows businesses for purpose of providing products to customers
which are required them.
Reduce wastage: Forecasting linen and other guest supplies are also important for the
business of The Crown Plaza in order to reduce wastage. It is also important for the business as it
helps them for purpose of only having amenities which is required in the organisation as buying
linen in excess amount can result in wastage.
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Reduce cost: Forecasting linen also helps the business for reducing the cost of the
company as it helps them of having only linen which is required. It allows them to keep the linen
in any area and also reduces the need of buying extra space for taking care of this linen.
Illustration of the importance of the interrelationship between housekeeping and another key
department within the selected organisation to provide quality provision and services
Interrelationship among departments is important for the success of the organisation as
they provide direction to different departments towards the success and growth of the business.
There are different departments working in the organisation for common aims and objectives
(Nguyen, Nguyen and Pervan, 2020). These departments include finance, marketing, sales,
human resource and other departments. All these departments have their own advantage and
disadvantage for the business.
Housekeeping and finance department: Housekeeping department is linked with the finance
department of the hotel. Housekeeping deals with guest and also assign them room with
ensuring availability of different amenities. It deals with complaints of guests related to room
cleanliness and hygiene. For all these things it require funds for which it is depended on finance
department as finance department is one of department which collects funds fro business and
allocate funds for different activities.
Purchase and housekeeping department: There is also an interrelationship between the
purchase and housekeeping departments. The housekeeping department deals with the
cleanliness of the different areas of the hotel. It also ensures the availability of different
amenities in hotels in order to ensure the satisfaction of guests (Pham, Driml and Walters, 2018).
Purchase department on the other hand purchase things required by the firm for purpose of
ensuring smooth operation. The housekeeping department provides information on required
amenities to purchase department and these amenities can be purchased by this department.
The front office and housekeeping department: Front office department is one of the
important departments which is in direct contact with the guest. It is one of the important
components of the business as it first impression of the firm in minds of customers. The
housekeeping department on the other hand is a business that deals with the cleanliness of the
hotel and also focuses on keeping rooms ready before the arrival of guests. The front office
department provides information related to check-ins and check-outs of guests to the
housekeeping department and on basis of that information, this department deals with the guest.
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M2. Evaluation of the relationship between the housekeeping department and other key
departments in a selected organisation to provide effective quality accommodation services
The housekeeping department is one of the important departments of an organisation. It is
interlinked with other different departments in an organisation. It is important for purpose of
attainment of the aims and objectives of the business (Rogerson, C.M. and Rogerson, J.M., 2019)
(Semerá, Radvan and Semerádova, 2021). There are different departments are there including
finance department, purchase department, front office department and others. All these
departments are depended on each other’s work for completion of there. Interrelationship of
housekeeping department with other department helps business for purpose of attainment of
goals and objectives.
Examination of the importance of scheduling maintenance or repair work in order to minimise
disruption of guests
Scheduled maintenance refers to the task that is linked with inspections and repairs which is
required for pre-defined maintenance of the schedule. All these tasks include isolated responses
to the work order and periodic recurring services. It is also required in the hospitality business in
order to maintain the hotel for required of guest and also makes things to keep updated. The
hospitality business is a seasoned business therefore, this scheduling of maintenance can be
proceeded by business in the off-season in order to avoid disturbance to guests. This scheduling
of maintenance is important for business for different reasons which are mentioned below:
Ensuring customer satisfaction: Scheduling maintenance is important for an organisation of
the Crown Plaza as it helps their business for purpose of repairing things in an effective manner.
It is important in order to maintain the interest of customers in an organisation and also enhance
their experience of using the service of the business (Tuan, 2019). It is important in order to
improve the satisfaction of customers with business and allow them to keep using services.
Following trends: Scheduling maintenance helps businesses to repair things in an effective
manner and also to maintain it according to customer trends in the marketplace. It is also
important for the business of Crown Plaza in order to understand the needs and requirements of
customers and also help them to implement them in their organisation.
Increase safety Keep things up to date: Scheduling maintenance is also one of the important
things which are required by a person to keep things up to date. It helps businesses to maintain
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things in ready to use manner and also protect guests from sudden injury or accidents in the
organisation which can create a negative impact on the image of the company.
Discussion of the importance of security within the selected organisation
Security is one of the important components which play important role in business. At times,
when guests visit a come to a hotel, they ensure their safety and security. Business also ensures
the safety and security of their assets and staff members. Therefore, it is essential for a business
to maintain proper security systems in their place which will protect staff members, physical
resources, assets and guests. The security and safety system of hotels Crown Plaza consists
different areas which are mentioned below:
Guest: Guests are the one who provides the opportunity to earn money to the business.
Therefore, it is important for a business to consider this factor as important and safe. Business
needs to provide protection to guest from crimes like adduction, murder as well as health hazards
from outsiders, food poisoning, staff, pests and other things (Wang and Li, 2022).
Staff: It is also important for hotel staff to ensure the safety and security of staff members by
providing them with provident funds, insurance, lockers, health schemes and other things.
Guest Luggage: It is also important for the business of Crown Plaza to ensure the safety of the
luggage of guests by providing them with secure tore room and equipment.
Hotel equipment: Business also needs to ensure the security of lists, kitchen equipment, boilers,
furniture, building and other things. These things can be protected by the business with fire
safety equipment, water floods system, safe vault security systems and others things.
M3. Assessment of the role of maintenance played within an accommodation services in
ensuring overall guest satisfaction
Maintenance is one of the important components of business which helps businesses to repair
assets and other things in order to keep things up to date. All these are important from the
perspective of the safety of the business. It will also create positive impact over the experience of
customers and helps to improve their satisfaction with firm. It also helps business to add new
things in their organisation according to marketing trends (Wardhani, Kusumawardhani and
Ubaidillah, 2021). It will assist business for purpose of attainment of goals and objectives of firm
and also maintain attraction of hotel in minds of customers.
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D2. Critical evaluation of the importance of communication among housekeeping and facilities
departments for providing effective quality accommodation services that meet overall
guest satisfaction
Communication is one of the important process for business as it helps business to share
information, ideas and knowledge to other people. It is more important for purpose of
housekeeping department in order to maintain coordination with other department of business. It
helps business to avoid confusion and misunderstanding among different department and allow
them to meet the overall objectives of the business. On basis of it, business can also answer to
question of guest and also to provide solutions to them.
CONCLUSION
From above mentioned project report, it can be concluded that accommodation services are one
of the important services in the hospitality industry. There are different departments are there in
the hospitality organisation which are interlinked with each other and contribute positively on
customer satisfaction. These departments include the front office department, housekeeping
department, finance department, marketing department and others. In order to improve
experience of customers, business needs to ensure schedule maintenance in their organisation
and also needs to maintain security in business.
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Wardhani, A.P., Kusumawardhani, A. and Ubaidillah, M., 2021. The effect of intangible asset on
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