Managing Accommodation Services in Hospitality Industry

This report discusses the scale and size of accommodation services in the hospitality industry, different forms of ownership, grading and classification systems, and key roles in the front office and housekeeping departments. It also emphasizes the importance of forecasting linen stock and guest supplies to meet demand. The report focuses on The Dorchester Hotel, an English hotel established by the Brunei Investment Agency in 1939.

Managing
Accommodation
Services

Contents
INTRODUCTION...........................................................................................................................2
MAIN BODY...................................................................................................................................3
P1. Identify Scale and size of accommodation service found in hospitality industry.................3
P2. Examination of different forms of ownership available on accommodation service............4
P3. Discussion of role of grading, classification systems and online review..............................5
P4. Examination of organisation about the front office function in different accommodation
service..........................................................................................................................................7
P5. Discuss the key roles within the front office department of an organisation ......................8
P6. Review of key roles which are found in the Housekeeping Department in Organisation.....8
P7. Classification of importance of forecasting of linen stock and other guest supplies in order
to assure sufficient supplies to meet demand...............................................................................9
P8. Demonstration of importance of interrelationship between the housekeeping department
within the organisation to provide quality and service..............................................................10
P9. Examination of importance of scheduling maintenance or repair work to minimise
disruption of progress................................................................................................................11
P10. Discussion of importance of security in organisation........................................................11
REFERENCES .............................................................................................................................13

INTRODUCTION
Accommodation service is one of the most important service where the entity whether
public or private provide accommodation facilities for the purpose of short term lodging. This
enhances the experience of customers to visit a place more often. The management of
accommodation services in the hospitality industry is very crucial. The human resource, stock
and monetary fund are the factors which help the managers in supervising accommodation. Such
services has a wide scope inclusive of front desk department, engineering and maintenance
department, kitchen & grocery department for room service or restaurant, Security department,
housekeeping department, etc. This project report includes study of The Dorchester Hotel which
is an English Hotel. The Brunei Investment agency established the organisation on 18 April,
1939 which provides their services in the hospitality industry(Rogerson and Rogerson, 2022).
This report gives a brief explanation on different accommodation services which are available in
the hospitality industry. The role of all the different departments like the house keeping , front
office, etc. are also exclusively discussed which helps in providing effective and efficient
services. The assessment of such accommodating services only provide competent and good
services. This report also gives a brief upon the functioning of security and role facility in
accommodation services.
MAIN BODY
P1. Identify Scale and size of accommodation service found in hospitality industry
Hospitality industry main agenda is to provide a memorable experience to the once
acquiring such services. These enjoyment has a wide scope referred in the service industry which
is inclusive of varied services to their customers such as food and beverage, accommodation
i.e. lodging, hotel ,recreation, travel and tourism, meetings and events. Hospitality industry has a
major sector of accommodation which allows its customers a place where they can sleep, eat and
enjoy. Accommodation sector of hospitality industry has a very wide scope which includes small
or big hotels, motels, resort, house share, etc. Accommodation service provides all the activities
which tend to give customer satisfaction by providing all the requirements to a tourist at the
destination and enhancing the experience of the customer’s. The scale and size of
accommodation services are mentioned below:

The contribution of hospitality industry is immensely huge and they provide a lot of
profit and earnings in the world economy which is generated only because of the size of the
industry. There is always a rise in the market size of hospitality services which currently
contributes for about 6.5 trillion dollars in the world savings & out of which 11 % UK GDP is
provided by such services(Atadil and Lu, 2021).
World-class services: These accommodation services are categorised as the luxury and
high priced hotels and hotel chains. All the amenities which are provided by such high priced
hotels include dining, lounge and restaurant services. The primary market of such organisations
are very elite customer target like business tycoons, high profile politicians, celebrities and
models.
Mid-range services: Such accommodation services attract the most amount of
customers. These mid range hotel services are often preferred by most of the travellers. Such
services are neither too expensive nor to cheap. They lack in providing additional services and
proper or equivalent staffing. But such inadequacies are fulfilled by providing many other
facilities like entertainment services, best offers on food & beverage, uniform staff at desk or for
security, Wi-Fi services, pools, gyms etc.
Budget or limited services: Such accommodation targets the basic needs of the customer
and provide decent rooms with reasonable prices which are clean, comfortable and safe. These
hotels are the first choice for travellers who are budget friendly. They don't want to pay extra or
unnecessary money for additional expensive services but have minimum expectations for
comfortable stay(Woo and Mun, 2020).
P2. Examination of different forms of ownership available on accommodation service
The ownership of accommodation is is very critically and categorically organised. The
properties are independently owned and many chain hotel management has many other hotels
and also inclusive of franchise, referral groups and many management contracts. There are many
forms of accommodation service are as follows:
Independently owned properties: In this form of hotel ownership there is freedom of
the owner to make the decisions and there is a high risk involved in such ownership. The owner
of such hotels are independent and can easily make decisions regarding the growth,operational
structure and functional structure. There is no brand value though and the owner has to perform
all the research so as to built the brand.

Hotel chain Management:
Management contracts: The management contracts are those hotel management
organisation where the properties are owned and operated by other individual or entity. In many
cases, the hotel hires or arranges for different individual to run and manage their properties with
the help of management contracts. These hired individual have special knowledge in the field of
hotel management. There are two basic reasons behind appointing such individual as the owner
believes that they do not have the required skills, knowledge and expertise to handle the
organisation or they don't want to concern themselves with the burden of hotel
management(Filieri, Galati and Raguseo, 2021).
Franchise: Franchise is one of the many national marketing business model of owning a
accommodation service. Such services have both merits and demerits of its own. This kind of
method helps the organisations to get various advantages like image building for the customers
and to provide the required recognition but lacks in growth operation since limited growth. In
such cases, the brand image is of foremost importance and any loss occurred by the brand due to
negative image building or popularity is to be incurred by the owner as well.
Referral group: Referral hotel is one of the kind of hotel ownership where the owner
operates and manages independently but also keep affiliation with the given hotel chains. The
business must have a minimum criteria to be called as the referral group.
P3. Discussion of role of grading, classification systems and online review
Classification system:
The classification system of hospitality industry is divided into different branches and are
classified differently in other nation. In Europe, it is classified differently and the basis to
determine is how effective is quality offered by the organisations. In US, it is differentiated on
the basis of amenities, monetary value and others things. In UK, the division is done by
providing scale of stars which gives the business a ratio scale of 1 to 5 stars. In such star scale, 1
star is represents a bad or terrible quality of service provided by the organisation whereas five
star stands for finest quality service. Grading is also called a process where the hotels are
reviewed on the basis of quality and rated good or bad. The classification is done by way of
rating from letter A to F with the help of stars.

Impact of online reviews:
Online review is the most beneficial for any established business organisation since such
reviews help the customer in making a decision as to create impact on decision making of
customers so that they can book the hotels according to the reviews. Customers on planning a
trip most probably check review about the company which is given by the sites pertaining to
accommodation services or else for example Trip Advisor. The customers check the review of
theses accommodation related to services offered , behaviour & discipline of staff, satisfaction of
customers and many more(Penninga and Chibili, 2019). Where the review of the company is not
so good the customer most probably wont book such accommodations and this ultimately ends as
a bad publicity and ruins the brand value.
Role of grading, online reviews, classification
The online review of these accommodation, classification system and grading plays an
essential role for the business since it gives a detailed description about the services & facility
offered by the hotel, quality, environment, sense of security,etc. Such process helps the
customers who are about to make bookings to have more clarity as to which hotel is the best
suitable option for them. The Dorchester Hotel has real good reviews on sites like the Trip
Advisor,etc. Regarding the services, experience, food, quality, staff,etc. The customers always
remain loyal to the hotels if they get good service. And the customers also recommend their
friends and family. Also, with the ever increasing scope of social media the friends and family
also see the reviews of their know family members and make decision accordingly.

P4. Examination of organisation about the front office function in different accommodation
service
The front office department plays several roles and functions. These function and
regulations regarding the front office department in The Dorchester Hotel are such as :
Reservation: Reservation is done by the customers where the staff and management of
the hotel always fulfil the request of the guest or the budding customers regarding their special or
customised bookings. These reservation are mostly done with online mode like emails, letters or
offline, telephones, etc. but must be communicated to the hotel.
Reception: The Reception of front office department is the one which deals with the
customer foremost or at the earliest. The receptionist must welcome the guest in amiable, cordial

or professional manner. They acquire all the essential information about the guest and assign the
rooms.
Guest Service: These function which are provided to the customer for a surreal
experience in hospitality industry. They greet and help the customers to build strong relations
like the concierge or night Audit:
P5. Discuss the key roles within the front office department of an organisation
Different roles and responsibility are given to different individual at the front office
department. Such department is inclusive of front office manager, reception manager,
reservation manager, night audit manager, guest service manager and other. The roles and
functions played by these people in front office department are:
Front office manager: Front office manager is an individual who is responsible for
making different decision related to front desk in a hotel. Similarly, the front office managers
need to check the occupancy requirements. Front office managers in The Dorchester Hotel
supervise by managing & training their front office team. The team maintain good relation and
handle complaint of the customers(Kang and Busser, 2018).
Reservation manager: The reservation manager handle fulfil the request of the guest.
The reservation manager are responsible for handling all the requirements requested. They either
accept or reject such demands. Guest use online or offline mode for demanding such request.
Reception manager: The reception manager gives motivation, direction and leadership
to the team. The team is responsible to welcome the guest procure all the important documents
fulfil all there demands and lead them to there room.
Head Concierge: The Concierge service is the person who fulfils all the customised
request of the guest like making dinner reservation, booking entertainment tickets of events,
helping in transportation, etc. and also provide information regarding any query of the guest.
P6. Review of key roles which are found in the Housekeeping Department in Organisation
The Housekeeping department in the hospitality industry is where they are responsible
for the decoration, aesthetic maintenance, maintaining & cleaning the lobby, pool, gym rooms,
etc. (Wang, C.C., Hsieh, H.H. and Wang, Y.D., 2020). This department plays several functions
and responsibility in The Dorchester Hotel such as:
Managing HR concern: The Housekeeping department manages the human resource
requirements since they are responsible for the maintenance of income of the hotel. The

executives select, train and recruit various candidates for the upkeep of the customers & play
crucial role in housekeeping department. Executives train existing employees for better
performance & maintain enthusiasm of the staff.
Managing & forecasting of inventories: The housekeeping department must meet the
need of inventories in an structure like providing towels, complementary soap, shampoo, bed
sheet, pillow, toothbrush, comforter, etc. The Dorchester Hotel has smooth functioning of supply
of stock which helps in better experience of the customers and increase their loyalty towards the
Hotel(Shin, Perdue and Kang, 2019).
Managing multicultural team: The housekeeping department should regulate the
multicultural team since hiring a multicultural employees from different nation help removing
the barrier of language of the customers which is very profusely followed in The Dorchester
organisation.
Budget & control of expenses: The employees of housekeeping department must adhere
to the budget which is provided for their department and moderate the expenditure so occurred.
There should not be wastage & limited use of all the given resources in stock must be done.
P7. Classification of importance of forecasting of linen stock and other guest supplies in order to
assure sufficient supplies to meet demand
The Forecasting of linen stock & guest supplies in an arrangement is of utmost
importance to the housekeeping department. This provides for better customer satisfaction & add
charm to there experience while there stay. They provide towelette, bed covers & sheets, pillow,
lotions, shampoo, etc. They are important because :
Increasing customer satisfaction: Forecasting of linen stock & guest supplies provides
the customer approval & get their loyalty. Such meeting of expectation of customers can be done
only when the forecast meet & fulfil the requirements of the customers.
Improve brand image: Excellence in service and the brand value of the company are
equivalent in nature. The Dorchester Hotel believes that the customers requirement and
expectation must be fulfilled which ultimately results in the increase of brand name.
Avoiding wastage: The forecasting of linen and guest supplies assist the team to neglect
wastage or loss in an organization. With reducing the wastage the cost of company is
automatically reduced.

Linen Inventory management: Linen management means the upkeep of management of linen.
There are various linen which are as such :
Bath Linen: Bath linen is one of which includes towelette, bath gown, napkins, wash
cloth, shower curtains, bath doormats,etc.
Bed Linen: Bed Linen consists of bed sheets & covers, comforter, curtains, pillow
covers and other (Wang, Hsieh and Wang, 2020).
Food and beverage Linen: Food and beverage linen means the cloth used during dining
like table cloths, runners, table napkin, slip clothes, frills, etc.
P8. Demonstration of importance of interrelationship between the housekeeping department
within the organisation to provide quality and service
Housekeeping department soul aim is to cater to the needs of the customers and hence
this leads towards the efficacy of the organisation, providing customer satisfaction and creating
loyal customers. There are many such department in The Dorchester Hotel which helps to
assures the proper functioning & operation of the organisation. Department includes the front
office department, housekeeping department, food and beverage department, sales and marketing
department. All the departments aim is to ultimately satisfy the customer but there is
interrelationship & correlation between these said departments. Interrelationship between the
departments of The Dorchester Hotel are stated below:
Housekeeping and Front office department: Housekeeping and front office department are both
inter depended on each other for the proper functioning of one department, the other department
should also act accordingly. The housekeeping department assures sanitation & neatness in The
Dorchester Hotel and make sure the area of the front office is neat & clean since it provides good
image of the hotel in the eyes of the customers. Front office department duty is to collect and
provide the housekeeping department with all the inform about the customers request even prior
to when the customer is arriving & afterwards.
Housekeeping and food and beverage department: The housekeeping department is
interlinked with the food and beverage department where both ultimately cater to the needs of
the customer. The housekeeping department ensures there is customer approval and not keep any
guest hanging for any request. This department provides proper sanitation, nattiness & freshness
in food area of hotel adhering to the customers requirements.

P9. Examination of importance of scheduling maintenance or repair work to minimise disruption
of progress
Maintenance or repair work helps the accommodation service helps in enhancing the
overall experience & meeting customer needs. The Dorchester Hotel always make sure that
proper repair and maintenance is provided to all the customers which aids in the comfortable stay
of the customer. When the services are great the guest then recommend such hotel to their
friends and family. Scheduling repair and maintenance is very important which is explained as
follows :
 Scheduling of maintenance and repairing helps The Dorchester Hotel to overcome any
systematic breakdown & operate effectively.
 It also helps in the reduction of any additional cost & helps to manage and regulate the
functioning of a organisation or its premises.
Scheduling repairing and maintenance helps the company to ensure the fact that there
may not be any unexpected or sudden problem with the room. Customer will always be offered
room with proper functioning which enhances the experience of the guest. When the repairing is
done on occasional basis there is no unexpected or sudden expenditure as in case of an
emergency so there is proper allocation of funds. The equipments are in proper condition and
result in an effective premises of the organisation (Alnawas and Hemsley-Brown, 2019).
P10. Discussion of importance of security in organisation
The proper ,efficacious and most dependable workplace security for any organisation
provide social security & and many other security measures are given for the shareholders. The
Dorchester organisation makes sure that there is very tight security and strict compliance of such
rules and regulation are done which eliminates the fear factor in any guest and help in branding
good name for the organisation. This organisation keeps three major security facets in an
organisation which are staff safety, protection of data and any other confidential subject matter &
possession safety. Such expenditure on security thus reduces amount to be paid as
compensation(Alananzeh, et.al, 2018). Such organisation by providing security boast the
confidence of the employee & the business. It creates a safe heaven for the guest and thus
increase the number of repetitive guest. Security is very important aspect that helps The
Dorchester organisation to defend and expand the business organisation and protects the
customers secrets and information by any other party.

CONCLUSION
This project report exclusively mentioned above, it can be concluded that managing
accommodation services efficaciously elates the experience of the customers. There are various
kinds of size and scale of services which must be included like the work class service, mid-range
service, budget and limited service. There is many different theories which leave an expression
on the decision making of the customers. There are various factors which mark such impression
like grading, classification system and review on any reputed web site of a company. Now the
customers with help of such review can decide whether they want to choose that particular
organisation or not on the basis of these reviews. Such departments of the Dorchester are
working hand in hand for proper functioning of the hotel.

REFERENCES
Books and Journals
Alananzeh, O.A.,et.al, 2018. The impact of customer relationship management on tourist
satisfaction: The case of Radisson Blue Resort in Aqaba city. Journal of Environmental
Management & Tourism, 9(2 (26)), pp.227-240.
Alnawas, I. and Hemsley-Brown, J., 2019. Market orientation and hotel performance:
investigating the role of high-order marketing capabilities. International Journal of
Contemporary Hospitality Management.
Atadil, H.A. and Lu, Q., 2021. An investigation of underlying dimensions of customers’
perceptions of a safe hotel in the COVID-19 era: Effects of those perceptions on hotel
selection behavior. Journal of Hospitality Marketing & Management, 30(6), pp.655-
672.
Filieri, R., Galati, F. and Raguseo, E., 2021. The impact of service attributes and category on
eWOM helpfulness: an investigation of extremely negative and positive ratings using
latent semantic analytics and regression analysis. Computers in Human Behavior, 114,
p.106527.
Kang, H.J.A. and Busser, J.A., 2018. Impact of service climate and psychological capital on
employee engagement: The role of organizational hierarchy. International Journal of
Hospitality Management, 75, pp.1-9.
Penninga, S. and Chibili, M.N., 2019. The rooms department. In Modern Hotel Operations
Management (pp. 118-163). Routledge.
Rogerson, C.M. and Rogerson, J.M., 2022. Historical turning points in tourism: The
establishment of the Hotel Board in South Africa. Tourism Review International, 26(1),
pp.41-55.
Shin, H., Perdue, R.R. and Kang, J., 2019. Front desk technology innovation in hotels: A
managerial perspective. Tourism Management, 74, pp.310-318.
Wang, C.C., Hsieh, H.H. and Wang, Y.D., 2020. Abusive supervision and employee
engagement and satisfaction: the mediating role of employee silence. Personnel Review.
Woo, L. and Mun, S.G., 2020. Types of agglomeration effects and location choices of
international hotels in an emerging market. Tourism Management, 77, p.104034.