Managing Accommodation Services in the Hospitality Industry

This document discusses the organization of front office functions, key roles in the housekeeping department, the importance of scheduling maintenance, and the importance of security in accommodation services in the hospitality industry. The document also provides information about Rosewood London, a luxury hotel headquartered in London.

Managing
Accommodation
Services

Table of Contents
.............................................................................................................................................INTRODUCTION
.....................................................................................................................................................................3
LO1..............................................................................................................................................................3
Covered in PPT...................................................................................................................................3
LO 2..............................................................................................................................................................3
Explain the organisation of front office functions within a variety of accommodation services.......3
Key roles within the front office department for a selected organisation.........................................5
LO 3..............................................................................................................................................................5
Review the key roles found within the housekeeping department in a selected organisation.........5
The importance of forecasting linen stock and other guest supplies to ensure sufficient supply to
meet demand....................................................................................................................................6
P8 Illustrate the importance of interrelationships between housekeeping and other key departments
within a selected organization to provide quality provision and services.........................................7
LO 4..............................................................................................................................................................9
Examine the importance of scheduling maintenance or repair work to minimize disruption to guests.9
Discuss the importance of security within a selected organization.................................................10
CONCLUSION.............................................................................................................................................10
REFERENCE ...............................................................................................................................................11

INTRODUCTION
The hospitality and the tourism industry is the broad category in the service industry
which includes food and beverage, lodging, event planning, transportation and the theme parks.
This sector includes the restaurants, hotels and the bars. Accommodation service is an important
part of the hotel which refers to the room, lodging or building that provides the shelter to the
person to stay, live and sleep (Accardo, Kuder and Woodruff, 2019). There are different types of
space which are classified as accommodation in the hotel industry which includes resort, hostel,
motel, hotel and many other. The organisation chosen for this report is Rosewood London, a
luxury hotel headquartered in London. This report shall cover the types of accommodation
service in hospitality industry, role of front office department, contribution of housekeeping
department in effective accommodation service and role and importance of security in
accommodation service.
LO1
Covered in PPT
LO 2
Explain the organisation of front office functions within a variety of accommodation services.
The front office is that area in the hotel where the guests and the visitors arrive and they
have the first encounter with the staff at the accommodation service. It is a reception area where
the greet and meet takes place which places the positive impression in the minds of the people.
This area is called front area as it is situated at front of the hotel near entrance. The front office
plays a pivotal role in the accommodation service as their functions only generate the revenue for
the company. the Front office of Rosewood London is responsible to create first hand impression
about the level of facility and service which the hotel provides as they are the one who answers
all the queries of the guest. The functions of the front office are discussed below-
Functions of front office in Hotel
 The front office is the public face and the image make which mainly greets and checks
the guest of the hotel. This department provides assistance regarding the stay of the guest

and complete their accommodation, accounts, food and beverage and payment of the
guests (Birinci, Berezina and Cobanoglu,2018).
 The front office manages the reservations of the hotel both on online medium and offline
medium and inform the customer regarding options for payment methods. They also
collect necessary details from the customer so that their information and data are kept for
further assistance and security of other guest.
 The front office informs the guest about the services, facilities and amenities which are
available at the hotel so that guests are informed about the basic information and their
stay can be made smooth.
 This unit also liaise with the housekeeping department so that it can ensure that the rooms
are fully furnished, clean and tidy and match with the accommodating needs of the guest.
 The front office confirms the reservation of the guest and also arranges the personalized
services for the VIP guest and the event attendee so that they can get good experience
while making the stay at the hotel.
Function of front office in bed and breakfast
 Here the front officer welcomes the guest in informal way. They offer services to the
guest in the room where they get services like food and beverage in rooms, housekeeping
services and many other.
 The front officer follow up with customers from their room so that assistance can be
provided directly in the rooms.
Function of front office in guest house
 The front officer welcomes and greets the customers. It also books the room for the guest.
 This department also offers the customers with the beverage before they can settle in the
room.
 It also answer the queries of customer on phone and deal with the issues of guest rooms.

Key roles within the front office department for a selected organisation.
The front office department of Rosewood is entrusted with the most important role to
manage the guest and ensure that they become the loyal customers of the hotel. The role of front
office department, in context to Rosewood London is discussed below-
 The major role of Front office unit is to sale the hotel rooms by the systematic method of
the reservation which is followed by registration. The front office manager of Rosewood
ensures that all its staff are capable enough to convince the visitor to stay in the hotel for
short or long time period so that their sale is enhanced (Longart, 2020).
 Another role is to reserve and allocate the rooms to the guest and make the continuous
flow of information among them so that the guest has best experience throughout its stay.
Continuous communication helps the Rosewood Hotel to maintain positive relation with
the customers so that they can maintain the loyalty base with the customers.
 The front office department creates and develops the database about the guest
information so that they can communicate their offers and discounts to the guest on time
and this also helps Rosewood London in conducting their marketing in an effective
manner. The front office unit is considered as the main source of information about the
guest and is also responsible to maintain the record of them for future needs (Dolnicar,
2019).
 Another role of this department in Rosewood hotel is to deal with the customers and
answer every question or issue of them. The manager of this department put its staff in
contact with the visitor so that customers feel satisfied with the information and service
of the hotel.
LO 3
Review the key roles found within the housekeeping department in a selected organisation.
Housekeeping is an important department in the hotel. They are responsible not only to
clean the rooms but also to maintain cleanliness in whole of the hotel. The housekeeping is an
operational unit of Rosewood hotel which is mainly responsible for the maintenance and
cleanliness of all the areas like public area, back area, rooms and the surroundings. This
department ensures that it makes the desirable room for the guest and also keeps the premises

fresh and attractive so that the hotel looks attractive and beautiful. The Rosewood London has
the efficient housekeeping which contributes in maintaining the luxurious premise of the hotel so
that large audience is attractives (assmann and et.al., 2020). The role of housekeeping in
Rosewood is discussed below-
 The housekeeping ensures that the linens are provided in the banquet hall, restaurant,
rooms, conference venue and many other. It also ensures that the inventory is maintained
for the same so that there is no shortage of the stock in the hotel. The housekeeping of
rosewood London is very strict in maintaining the sufficient inventory of the linen so that
cleanliness is maintained at priority.
 Another role of housekeeping is to maintain and provide the floral decoration so that the
premises look fresh and attractive which will ensure attracting potential guest in the hotel.
The housekeeping of Rosewood London ensure that it follow all the rules and policies
regarding maintaining the rooms and whole premises so that cleanliness is kept at priority
(Priyangika, and et.al., 2020).
 The housekeeping works on to achieve the possible efficiency in maximum level so that
comfort and care of the guest is ensured and there is smooth running of the department.
The housekeeping unit of Rosewood London coordinate the renovation and the
refurnishing of the property so that the interior is looked attractive and the maintenance
and repairing is done on time.
The importance of forecasting linen stock and other guest supplies to ensure sufficient supply to
meet demand.
An inventory can be said to be the complete list of the items which are used in the
company on daily basis. The main function of inventory is to maximize the profitability and get
the most of the amount from the business environment (Stren, ed., 2019). Management of
inventory is like an umbrella which involves understanding, controlling and overseeing the
inventory of the hotel room. One of the most important inventory is the stock of linen which is a
recycled item and is under the responsibility of the housekeeper. (Week 5)
The importance of forecasting linen stock and guest supply

 The main function of linen inventory is to get the maximum amount for business and
increase the organizational profitability.
 This is important as it helps to recycling the items under executive house keeping's
responsibility (Ng, Sweeney and Plewa, 2019).
 This provide the fresh and better taste of food products to their guest that can help to
attracts the more customers and maintain the higher performance.
 This increases linen purchases and associated linen management cost.
 Moreover, forecasting linen stock and proper arrangement helps to increase the customer
satisfaction as it maintain proper demand and supply (Rogerson and Rogerson,2019).
Thus, it has been evaluated that linen stock is the main activity for Rosewood Hotel
which helps to increase the customer satisfaction level by filling the demand and supply. This
increases the organizational productivity by managing all inventory and services properly.
P8 Illustrate the importance of interrelationships between housekeeping and other key
departments within a selected organization to provide quality provision and services
In hospitality industry, it is important all department and functions should be manage
properly as it helps to increase the sales and performance. Housekeeping is just one of the
department in which hotel works for satisfying the guests. In relation to Rosewood Hotel,
housekeeping is main department which understand the customer's demand and make efforts to
provide them higher satisfaction by providing better quality of products and services. The
interrelationship between housekeeping and other department (Li and et.al., 2021).
The interelationship between Housekeeping and other department are as defined:

Housekeeping and Front office: In hotels, housekeeping and front office function are
interrelated as it customers asks the front office while booking the room and share their expectation to get
the products which is passing to housekeeping department that helps to fill the demand. On the other side,
front office department maintain the direct communication with customers and housekeeping department
(Okumus, 2020).
Housekeeping and Food &beverage: All guest desire to get better products and services which
can help to increase the satisfaction level. In relation to Rosewood Hotel, housekeeping and food&
beverage are interrelated as housekeeping department receive orders from their guests and provide the
food &beverage that can help to maintain the good performance and productivity.
Security and housekeeping: The guests who comes to hotel wants to get proper safety and
security that can help to manage all functions and satisfying them. In context to Rosewood Hotel,
housekeeping department make proper arrangement of safety and security to their guest which can help to
increase the business performance and profitability (Prayag and Ozanne, 2018).

LO 4
Examine the importance of scheduling maintenance or repair work to minimize disruption to
guests
Scheduling maintenance and repairing is the main function or activity of organization
which can be uses to allocate the task in different department and provide the better services to
their guests. The guests of Rosewood Hotel are facing the disruption of solving query, providing
rooms according to theme desire, affordable cost, better quality of food, room cleaning and
others that can be reduce the number of guest and also affected the profitability. Scheduling and
maintenance is needed at every place as it increase understanding that how the thing should be
properly manage by engaging employees in different task (PURNOMO, IDRIS and
KURNIAWAN 2020).
To minimize the disruption management of selected hotel should schedule and maintain
the all activities, provide food time to time like breakfast, meal, and dinner that can help to
increase the sustainability in changing environment and supports to attain the business goals. The
task and activities are scheduled by management that provide the higher satisfaction and make
decision to book again (Li and et.al., 2021).
Importance of scheduling, maintainence and repair work to minimise distruption to guest
In hospital industry and other organization it is very important for management to prepare
the schedule, and focus on maintainence as it helps to handle the multiple functions and activities
which require to be done timely. For example, number of order received by hotel manager of
Rosewood that needs to be schedule and proper maintaince for the purpose of influencing
number of customers and increasing business performance. This can help to increase the
productivity and competitive advantages. Repair to work means to bringing the changes in
demand and services as per customer requirement that can help to reduce the distruption as it
occurred while providing hotel services to their guest. It is very important for hotel industry to
repair the work by reducing the disruption as customers book again such hotel and build the
brand image in competitive environment.
Discuss the importance of security within a selected organization
In hospitality industry, biggest job is securing the facility, protecting customers, visitors,
staff and protecting the property that can help to increase the business performance. Security is

important for all organization as it protect the staff and guest who works and comes to visit
country. This build the confidence as they will be safe and secure while getting security services
(Egwari, Effiok and Ugboko, 2020.). In relation to Rosewood Hotel, security is important
function which should be provided by security manager by adhering and implementing security
regulations. The management should be follow proper security system for protecting guest, tehir
luggage, maintaining physical resources, and focusing on assests which can help to make happy
customers. This also helps to maintain the good relation with hotel staff and guests. For instance,
security manager of selected hotel use the most advance security system like CCTV, security
guard, smoke detector and others that provide safety to people and record each activity.
CONCLUSION
From the above report it can be concluded that accommodation services are being
provided by hotel manager to their guest that can help to increase the number of guest. Size and
scale of hotel are one star, two star, three star, four star and five star. Housekeeping department
is interrelated with all functions that are important to perform in hotel as it helps to manage the
all functions and activities. The security is important factor as it build the confidence of people
and increase the organizational image in changing environment.

REFERENCE
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