Please see attached files for the assessment brief , please use some examples from hospitality industry in connections whit the brief , to show more of understanding,
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Table of Contents Introduction......................................................................................................................................3 TASK 1............................................................................................................................................3 P1 Determine the scale & size of the accommodation services within the hospitality sector.3 P2 Justify the various forms of ownership available to accommodation sector.....................4 P3 Explain the function that, scaling, categorisation systems and online review sites play when potential guests look for and book................................................................................5 TASK 2............................................................................................................................................5 P4 The front office purpose inside a variety of accommodations facilities..........................5 P5 The key functions and roles within the front office department......................................7 TASK 3............................................................................................................................................8 P6 The Function and roles of housekeeping division..........................................................8 P7The Value & importance of predicting linen stock and other guest supplies................9 P8 The Importance of interrelatedness between housekeeping and other sector...............10 TASK 4..........................................................................................................................................11 P9 Describe the importance of planning maintenance or repair work to decrease interruption to guests................................................................................................................................11 P10 Explain the importance of safety and security within a chosen organisation............11 Conclusion.....................................................................................................................................12 REFERENCES..............................................................................................................................13 Books & Jounals..................................................................................................................13 Online:..................................................................................................................................13
Introduction The Accommodationsector isbiggest sector of hospitality industrythat provides a lot of opportunities to work within a ever-changing and dynamic sector. The hospitality industry offers a lot of services that involves accommodation , lodging and food services within tourism sector to expand business. They offer services like breakfast, living accommodations and catering services to its customer. In context of Marriott international, the supervisor emphasised on providing the best accommodation services to its clientin order to achieve profitability within a hospitality industry The headquarter of this company is situated in Maryland US as well as it was supported in year 1927. This report describes size and scale accommodation as well as lodging services in the hospitality industry. In addition to this, the main goal of supervisor of Marriott International is to accomplishgoal and objective in an effective manner. Front office executive is an important part of service sector that helps in taking a effectual decision in respect of offering best services to its customer within hospitality industry. TASK 1 P1Determine the scale & size of the accommodation services within the hospitality sector. The hospitality industry is oneof the largest sector that provides best accommodation and lodging services to its customer. The main purpose of this industry is to offer quality services to its customer at affordable price(Hoendervanger, Bergsma and VAN DER 2016). Themanagerofhotelsemphasisedonprovidingluxuriousandqualityservicesof accommodationto its customer for satisfying them. The scale and size of accommodation services found within hospitality sector which is mentioned below: Budget Hotel:These are the low budget hotels that provides basic facilities such as clean room, food facility and telecommunication services to its customer at low price. For instance, Russell Square hotel provided low budget pleasant and comfortable accommodation services to its user at low price. Mid range hotel:These hotels provides various additional services as well as larger room to its customer than budget hotel. They emphasised on satisfying customer by offering different facilities such as good atmosphere, comfortable beds and internet services to its customer. For Example: Sanctuary house hotel is mid range hotel which offers adequate safety
and security services to its customer. Luxury hotel:These are 5 Stars hotels which provides luxurious services such as valet and banqueting spas services to its customer that helps in increasing consumer experience. For example, Hotel Cafe Royal provides gym facilities, private dining bars, luxurious spas services as well as check in and checkout services to its customer. P2Justify the various forms of ownership available to accommodation sector. Independently owned properties:Interdependently owned hotels are those which are run and owned independently which doesnot permit any other businessman to use its patent. For instance, The independently run properties like Lancaster gate hotel which have achain of hotel in diverse countries(Common, Flynn and Mellon 2016). These hotels alter their policies and procedures according to the market need and demand. The higher authority take decision regarding financial performanceof hotel andalso they can make good relationship with its customer. In addition to this these hotels provides best services in diverse countries to satisfy its customer. Chain hotel management:Herein, the hotel which is owned as well as run by the same owner of company. These hotels are situated in different location provided similar services to its customer that helps in maximise profit of the company. For example, Magnuson hotel has diverse chain around the world that assists in expanding its profit. These hotels offer a variety of services such as good environment, clean room facility, gym services and luxurious spas facilities to its customer across the globe. It assists them in increasing profitability of the company. Franchises:Franchises provides right to use the brand ofother parent company for specific time period. It assists in accelerating sales and profit of the company and distributes its product by using brand of other parent company. They offer good brand portfolio to other company which helps in increasing market share within minimum time. On the other hand,the advantage of using franchisor is to manage chain of hotel that helps in accelerating profit and sales. Management Contract:A management contract includes wide variety of services such as production and technical facility, training,marketing services as well as accounting etc. It includes not only licensing and franchising but also include how to do their work. A
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management contract mainly adopted where there is a deficiency of skills and knowledge to operate a local project of hotel. Referral Group:Every hotels have their own strategic plan for expanding its network in the world(Martin-Fuentes and et. al., 2018). These hotels are run independently but build relation with a given chain thus it provides some ratio of profit to franchisor. P3Explain the function that, scaling, categorisation systems and online review sites play when potential guests look for and book The categorization are depend on the quality of services provided by the hotel that defines star rating of company. This refers to the 1 star rating which are low budget hotels that provides basic services to its customer whereas 3 star rating provides additional facilities than 1 star rating hotels. In assistance of this5 star hotels offers luxurious and first-ratequality services to the user. At last, AAA uses diamonds rather than star ratings to define rating level of hotel. Impact of online review sites: As per dynamic environment, Online review is very crucial for consumer in taking a decision regardinggoodwill and image of the hotel. For example, there are a wide variety of online review sitesAgoda.com and booking.com that build faith in hotel reviews while reserving hotel. These online reviews imposes positive and negative impact on customer mind that result in future success and development of hospitality sector. The goodwill and reputation of hotel depends upon reviews. For instance Positive reviews build good image of hotel in front of consumer while Negative reviews destroys brand image of hotel in the eyes of customer thus results in decreasing profit of the company. TASK 2 P4The front office purpose inside a variety of accommodations facilities FRONT OFFICE Itis that part of organization which directly deals with customers when they come to the hotel first time . These are the face as well as voice of organisation as customer of firm have
direct contact with this office. For a business such as hospitality front office pay an important role in establishing relationship between customer and organisation. Functional areas of the Front Office Functional area of front office department refers to there working areas where they have to work in organisation. It includes various functions such as reservation of rooms, reception facilities, guest services etc. Reservation :It is that functional area of front office where a manger has to work as a reservation manger which starts with receiving request of customers for reserving space and end by allocating required space to them. Reception :This section of front office welcome and receive customers at hotel. It also provides key information about accommodation and helps customers in identifying and fulfilling there needs. Guest services :In this function of hospitality management they have to make sure that eachcustomerhavepleasantexperienceinorganization(GibsonandParkman2018). Management have to ensued the smooth working of check-in and check-out process . Concierge :This area of hospitality management includes duty of Makingreservations for party and obtain tickets for events,Provide information about local features such as shopping, dining, nightlife, and recreational destinations. Night audit :This function of hospitality deals in balancing financial transaction of organization . Theywork in night that why they are called as night auditor . In this function a manger must require knowledge of accounting principal for making account books of firm. Front office organization chart It is the chart to show responsibilities and duties of every worker of organization to work accordingly for achievement of better coordination and customer satisfaction.
(Source: Front Office Organisation Chart / Front Desk Organization Chart, 2020) P5 The key functions and roles within the front office department A front office department of organization has various functions which they have to do. This department is essential part of any origination as they are face of firm in front of customers. In context of Marriott this office have to perform various kinds of role(Bolton 2016).
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Reservation : The first role of front office department as to reserve space for according to need of customer. This is also important for Marriott because reservation management requires high skills and experience which is essential for understanding the needs of customers . Reception : This is most important department of front office as it include first interaction with customer which work as a image builder in mind of customers. Marriott can use this function by placing right person on this job. That person must have good communication skills, influencingpersonality andgood listing skills, Which impact positively on organization by customer satisfaction. Information Desk :This function of front office works as providing information to customers these informations are related to hotel services which organization provides to there customers. In small hotels receptionist do these function but in hotels like Marriott this function have separate department which impact positively by bringing smoothness in work. Concierge : In this function,a manger works as a agent of customers by bringing tickets fortheatres, musicals, sporting events etc. In company like Marriottthis function is given preference because it impact positively on customers by making helpful image of organization in front of customer which increase customer satisfaction. Night auditor :A night auditor isthat person who audit company accounts and transaction in night shift(Christou and Nella 2016). In context Marriott company recruit those person on this post who have a good knowledge of accounting principals and have no issue with night shifts . The impact of this will be positive on company as it facilitate proper inspection of accounts which helps in finding true profit. TASK 3 P6The Function and roles of housekeeping division Housekeeping is that department of company which includes function related todoing basic cleaning task for comfort and safety in environment of origination . In context of Marriott internationalthis concept is important as they follow the police of neat and clean rooms and satanized working environment. Roles & responsibilities of housekeeping department Organizing, maintaining & supervising the functioning of housekeepers on day to day basis for facilitating clean environment.Marriott has also follow this responsibility as
there house keeping department have septatemanger for performing this job which impacted positively on organization because of specialisation in work . Marriott use to provideTraining to new employees about job and performance standards, which organization followin cleaning process(Xie and MaZ 2017). Italso motivating existing employees by providing them good intensives for best performance. Marriott also ensure effective use of tools for cleaning of organization as there are some tools which can be hazard for life of housekeepers these chemicals are so dangerous that housekeeping staff must follow instruction of higher level from superiors and also require safety gears like gloves , different shoes etc. Good Communication is must for organisation success for which all housekeeping staff must communicate clearly with one another and with those who use the facilities. This will help in establishing better coordination between all the departments as well as in interdepartment.ThisisthemainfocusofMarriotttoestablisheffective communication . P7The Value & importance of predicting linen stock and other guest supplies It is a techniques use for anticipating future of firm for long run of organisation . In this method a firm set some performance standards which it achieve in a given period of time(Ragab and Meis 2016).Manager of Marriott can use this function in identifying future and make plans for it by making contingency reserves and good performance standards. There are numbers of function which a manager perform while forecasting Managing linens :Linens are must for hospitality firm in forecasting as customer gets hugesatisfaction from these small things like towel, soap, shampoo, etc. Uniforms :Big size hospitality firms have separate dress of their employees of different ranks or level so they must forecast about this according to need of employees . Guest loan items :A company should also Forecast about guest loan items. These are Irons, Ironing board, Hair dryer, Electrical shaver, Curling irons, Alarm clocks. Cleaning supply :While forecasting about the needs of organization it is also important to forecast cleaning supply in the organization these are Brooms Drain Cleaning Cleaners / Cleaning Chemicals Professional Steam Cleaners Oder Control.
Forecastingthe needs of organization and guests of firm is important as it ensure the clear & regular supplyof essentials .it also ensure effective management in firm as well as providesatisfaction to guests of organisation by ensuring good facilities(Celata, Hendrickson and Sanna 2017) . It also help in maintain good environment in the organisation as it will ensure proper supply of products to employees who are working in enterprise. It helps in controlling the cost as pre planed supply will decrees wastage of products . Ensure efficient supply of small product like soap and shampoo. P8The Importance of interrelatedness between housekeeping and other sector Housekeeping is an important department of firm and other department has to coordinate with it this is because if there is a good relationship between all department than firm will be profitable for long run. Housekeeping co-ordination with front-office coordination between front office and housekeeping is must for organization because front office work as selling of room but housekeeping work in after sale services . If there is no close relationship between both the department then it will be difficult for front office to sale that in a particular time . Which can impact in loss of sales and decline in profit. Housekeeping and F/B service The restaurant, banquet and other F/B outlets have high dependency on housekeeping department of firm this is because they requirerequires clean tablecloths, napkins etc wich is to be done by housekeeping department(Prayagand Ozanne 2018). So it is responsibility of this department to maintain coordination with housekeeping department. Housekeeping co-ordination with security securityof customers is must for every organization as they are the way to success of organisation . Housekeeping department of organization is must for security department as they know whole about their customers and belongings of customers . Which will help security department at the time of confusion or theft of any belonging of customer . Store and housekeeping Low scale hospitality firmsdoes nothave different stores they have a single general store for every department but large operating firms have different stores for every need .
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Cooperationbetweenthese isimportantasstoresare basicfor fulfillingdailyneedsof organisation for facilitating customers . Housekeeping with kitchen Coordination between housekeeping sector is important as housekeeping provides day to day fresh input for the kitchen people and ensure pest control in kitchen area for maintain clean environment. TASK 4 P9 Describe the importance of planning maintenance or repair work to decrease interruption to guests Hotel maintenance department is one of the essential sector for expanding facilities as well as maintaining efficiency. The main purposeis to provide best services for increasing reputation and goodwillofhotelsin front of customer(Razzaq, Hall and Prayag 2016). In context of Marriott international, the supervisor of hotel emphasisedon providing superior quality services to its customerthat helps in accelerating the satisfaction level of clients. For instance,The staff member of Marriott internationalcheck all mobile phone socket before arrival of guest that assists in creating a good image in the mind of customer. In addition to this, they also check other electrical appliances before guest reaches. There are a lot of issues in hotel management is floor lamp socket, T.V socket as well as adequate housekeeping facilities(Chazan 2019). The duty of manager is to check andanswer quicklyin order to satisfy the customer. To minimise disruption of guest, the manager of hotel focuses on providing best maintenance or repair services to its consumer. Apart form this, these services helps in reducing labour cost as well as extra maintenance and repairing expenses. The management team of Marriott international providesbest maintenance and repair services to its customer. It helps in increasing brand image as well as goodwill of hospitality service in the mind of customer. The supervisor emphasised on decreasing disruption of guest that helps in expanding reputation of hotel in front of customer. P10 Explain the importance of safety and security within a chosen organisation First thing in mind of consumer is safety and security at the time they visit to a hotel. In assistance of this , the staff member of hospitality sector emphasised on providing safety to its
guest(Khoo-Lattimore and Gibson 2018). In context of Marriott International, the manager of this hotel defendthe guest from crimes such as theft,food poisoning and burglary. In assistance of this,it is crucial for Marriott hotel is toprotect the assets and equipments of individuals. Front office executive plays an essential role in hotelthat helps in providing best safety and security services to its customer. Along with this, they also provides these kind of facilities such as check visitor documents, prioritise security and safety and examine hazards that helps in increasing trust level of employees. Apart from this,the owner of Marriott hotel must recruit trained and disciplined security guard who provides safety and security services to its customer24 hours a day. The hotels must setup safetyand security camera that assists in reducing crimes. Conclusion As per the above mentioned report it has been examined thataccommodation sector plays a crucial role in hospitality industry(Bae and2017)(Chazan 2019)(Prayagand Ozanne 2018). There are different kinds of hotels such low range, mid range and luxurious hotel in present timeperiod. In addition to this, these hotel are categorised on star as well as AAA ratings. The front office executive is a very important part of hospitality industry because they are directlylink-upto customer.In assistance of this, the managementteamof hotel emphasised on providing safety and security services to its customer that helps in increasing brand image and reputation of hotel in the mind of customer.
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