Managing Accommodation Services: The Role of Front Office and Housekeeping Departments in Achieving Guest Satisfaction and Business Objectives - A Case Study of The Savoy London Hotel

This report analyzes the role of front office and housekeeping departments in achieving guest satisfaction and business objectives in the accommodation services industry, using The Savoy London Hotel as a case study. It covers topics such as front office tasks, housekeeping department's role, forecasting supplies, interrelation of departments, and communication for effective quality accommodation services.

Managing
Accommodation
Services

Table of Contents
INTRODUCTION............................................................................................................................3
MAIN BODY...................................................................................................................................4
PART A............................................................................................................................................4
PART B............................................................................................................................................4
Mention of the front office tasks with regard to varied services of accommodation..................4
Details of selected organisation's major roles of front office......................................................4
Analyses of the objective meeting by the front office department..............................................5
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 .......................................................................5
Housekeeping department's role review......................................................................................6
Importance of forecasting supplies for meeting customer demands (linen stock, etc.)..............6
For providing services with best quality, signify the importance of other departments in
relation to the department of housekeeping.................................................................................6
Evaluation of the interrelation of department with housekeeping department............................7
For no disruptions for guests examination of the significance of repair work or maintenance. 7
Security Importance for the hotel................................................................................................8
Assessment of the accommodation service maintenance for the business..................................8
Critical evaluation of the importance of communication among housekeeping and facilities
departments for providing effective quality accommodation services that meet overall guest
satisfaction ..................................................................................................................................9
CONCLUSION................................................................................................................................9
REFERENCES.................................................................................................................................9

INTRODUCTION
The services of accommodation includes stays of the guests or others in lodges, hotels,
Inns, etc. on the daily or weekly basis. This report will contain the analysation of one
reputed brand of the industry that is The Savoy London hotel. Established in 1889, it
has been a major player on the world stage with restoration of £100 million. It will
include the analyses of various accommodation services catered by the industry (Aiello,
Bonanno and Foglia, 2022.). The accommodation services having the front office
department is also provided in brief. It also investigates the functions of securities and
other amenities within the hospitality services. Also the role of housekeeping
department is discussed.
MAIN BODY
PART A
(Presented in PPT)
PART B
Mention of the front office tasks with regard to varied services of accommodation
The department of front office is a crucial department for the industry of hospitality as it
directly comes in contact of the guests. The basic reservation, room assignments,
inquiries etc. are taken by this department in The Savoy hotel. The services of
accommodation with which it deals are as following:
Department of Finance: the development and managing of funds of the hotel is
concerned with this service (Akgunduz, Alkan and Adan Gök, 2022.). The cash or other
funds collected from the guest are managed under this head and are later used by the
department for developing the business.
Department of Housekeeping: the information to this department is provided by the
front office department related to the arrival of guests. It then maintains the rooms for
them and plays a crucial role in customer experience by making their stay comfortable
by its services.

Department of Sales: the budgetary work is carried on by this department. Front office
department coordinates with this department by providing the information as to the
rooms booked so that it proceeds the sales generated fro such bookings.
Details of selected organisation's major roles of front office
The significance of front office department lies in the fact that it is directly associated
with facing the customers. It is the first department which caters the requirements of the
customers when they enter the hotel. It provides number of services from which few are
mentioned below:
Registration of guests: the maintenance of records as to how many guests arrive and
will be visiting the hotel is the task of this department (Al-Aomar and Hussain, 2018.). It
works cautiously as no guest have to be left unregistered as per the policies of the hotel.
Record and data maintenance: when they register the guests, the maintenance of
secure records is to be done by them. They have databases of the details which are
shared to them by the customers. This requires all the security measures to be followed
by them.
Reservations: the bookings of the rooms as per needs and wishes of the guests is
done by this department only. They provide the best options they have to the guests
and then the chosen option by them is to be recorded and bookings are to be done by
this concerned department.
Analyses of the objective meeting by the front office department
The front office department being the first one to deal with the customers has major
responsibilities of putting forward the objects of the hotel. The missions that hotel
wishes to pursue that is covering the global market and topping the ratings in the
hospitality industry is also driven forth by this department. They do so by providing the
best options and solutions to the problems if any faced by the guests during their stay. It
creates a positive environment since the time the guest enter the hotel which have
beneficial results for the hotel business.

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
The front office department is a major department if any business providing the
accommodation services. Various accommodation services are provided to the guests
with the coordination in the network of departments which carries forward the goals and
objectives set by the hotel (Amer and Alqhtani, 2019.). The reviews that are received
from the guest after the services are catered to them are very important as nowadays
people first go through the online reviews of the hotel. They only visit the hotel for stay if
the reviews are best. Thus it may lead to the growth or decline of any hotel business
easily.
Housekeeping department's role review
The clean, aesthetically catchy, safe and comfortable environment are the contents
which form the the term housekeeping integrally. The department of housekeeping in
The Savoy London is responsible for the maintenance of the rooms in best conditions
before the guests arrive and then serving the needs of them throughout their stay from
cleanliness to other chores. The roles of this departments are following:
 ensures comfort and care of the guests
 maintains positive environment
 serves needs quickly
 provides additional services required by guests
Importance of forecasting supplies for meeting customer demands (linen stock, etc.)
The linen inventory stock that is required in the running of hotel business is to
maintained at all times by the business. It is to be ensured that the customers do not
have to suffer due to the lack of any of the products required by them during the stock.
Thus a tool called forecasting is used as a way forward. Here historical data is taken as
basis for calculation and proper measurement of the demands that may occur in future.
The business is required to be prepared for any kind of future happening and
forecasting helps it in doing so. The significance of linen forecasting for the Savoy

London is reflected in the fact that it increases the customer satisfaction, helps in the
reduction of wastage and thus maintains the cost reduction of the business adequately.
For providing services with best quality, signify the importance of other departments in
relation to the department of housekeeping
Multiple departments in a specified business are always interconnected and contribute
in smooth functioning of each other. It thus facilitates the success and growth of the
business together.
Department of finance and housekeeping: housekeeping is related to the finance
department in the manner that the rooms the record of which are to be kept with the it
are maintained and their value I justified by the housekeeping department only.
Purchase department and housekeeping: for the maintenance of the rooms and
other facilities by the housekeeping department, they need multiple products which are
provided to them by the purchase department (Badavi and Molchanov, 2020). The list of
the products are approve by the finance department first which maintains the budget of
the hotel and then the purchase department fulfils the supply of the products necessarily
needed by the hotel.
Housekeeping department and front office: the front office department books the
rooms for the customers which are then prepared by the housekeeping for the clean
and comfortable stay of the guests. The issues if any occur during the stay are reported
to the front office department only and then the resolution exercise is conducted by the
housekeeping department.
Evaluation of the interrelation of department with housekeeping department
The department of housekeeping works in coordination with other departments in the
hotel for the attainment of the aims which are pre set by the business. The importance
of this department is linked to its interrelation with the departments like purchase, sale,
finance, etc. These together with each other makes the business of the hotel to run
smooth and accelerate the growth. It can be evaluated that for the efficient functioning
of the Savoy London, the departments are to be well coordinated.

For no disruptions for guests examination of the significance of repair work or maintenance
The framing of a schedule maintenance is necessary for the efficient working of the
hotel business. It ensures that the wear and tear o any things which are outdated do not
hamper the experience of the guests staying in the hotel. The accommodations shall be
without any disruption and for that purpose it is essential to create a structure which is
clearly oriented to the customer satisfaction. The reasons for its importance are as
follows:
Customer satisfaction assurance: the maintenance of the condition of the hotel is
oriented towards undisturbed customer satisfaction. It is so that the customers do not
face any problems during their accommodation and the reviews they give to the hotel
are positive for the growth and success (Bolhassan, 2020.). No negative reviews shall
be given by the customers if the success is aimed by the business.
Following the new trends: the trends in the market are updating every other day and
thus it should be properly checked by the hotel. The customers are attracted to the
hotels who have all the modern amenities and are following the trends. To attract the
customer base it is essential to keep regular maintenance scheduled.
The updating of things for safety: things which come under regular use in hotel like
lifts, doors, locks, windows etc. shall be regularly maintained for the purpose of safety
too. They are not prone to damage and faults. Thus they should be regularly checked
for the security concerns.
Security Importance for the hotel
The security of the persons who accommodate themselves in the hotel is necessary
concern whether the stay is short or for a long period of months. The security issues
relates to not only the people who visit the hotel but also to the people who work in the
hotel. The safety of the luggage of people along with the issues regarding the
equipments used in the hotel should be primary concern. The guest are to be kept
secure from any physical or other damage inclusive of the security of their information
they provide to hotel. The luggage of them shall be free from any theft of other
misfortunes. The hotel equipments shall be kept free from any probable danger to it and
to anybody from it. The people working there, that are the staff shall also be provided
safe working environment.

Assessment of the accommodation service maintenance for the business
The business shall be properly maintained in terms of the area or the building the hotel
is owning. The guests who visit the hoetl shall have the conditions which are safe
enough for them to stay (De Pelsmacker, Van Tilburg and Holthof, 2018.) . The regular
maintenance creates a positive environment which looks hygienic enough for the stay. It
not only keep the existing guests happy but also attract the other guests towards the
stay in hotel.
Critical evaluation of the importance of communication among housekeeping and
facilities departments for providing effective quality accommodation services that
meet overall guest satisfaction
The interaction and proper communication is essential for the businessas the
departments have to cordinate with each other. This is necessary to cater the needs of
the guests who are seeking the accomomodation services at the Savoy London hotel.
The confusions and misunderstanding are avoided when the line of communication is
adequately established in any business and hus the growth is also facilitated.
CONCLUSION
It can be concluded from the above report that the accommodation services are totally
oriented towards the customers. For the best satisfaction of the customers it is
necessary that the working shall include the interlinking of the departments. The
housekeeping department is indispensable part of the hospitality business and it should
be maintained in the best possible condition for the proper maintenance of the whole
hotel. The maintenance thus is to be scheduled for the overall growth of the business.
The front office departments necessity for the hotel is also highlighted to analyse the
proper working of the manner of conducting business. The departments of the hotel
includes housekeeping department. Purchase, sales, front office, maintenance, records
etc.

REFERENCES
Books and Journals
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the time of Covid-19. Some evidence from the Italian tourism sector. Current
Issues in Tourism, 25(1), pp.41-45.
Akgunduz, Y., Alkan, C. and Adan Gök, Ö., 2022. How are the exchange relationships
of front office employees reflected on customers?. The Service Industries
Journal, 42(9-10), pp.798-821.
Al-Aomar, R. and Hussain, M., 2018. An assessment of adopting lean techniques in the
construct of hotel supply chain. Tourism Management, 69, pp.553-565.
Amer, M. and Alqhtani, A., 2019. IoT applications in smart hotels. International Journal
of Internet of Things and Web Services, 6.
Badavi, A.A. and Molchanov, V.M., 2020, August. Current trends in the small hotels’
social and functional structure organization. In IOP Conference Series: Materials
Science and Engineering (Vol. 913, No. 3, p. 032034). IOP Publishing.
Bolhassan, S.N., 2020. Difficulties faced by facility management employed in
hotel (Doctoral dissertation, Universiti Teknologi MARA Cawangan Sarawak).
De Pelsmacker, P., Van Tilburg, S. and Holthof, C., 2018. Digital marketing strategies,
online reviews and hotel performance. International Journal of Hospitality
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Dogan, S. and Vatan, A., 2019. Hotel managers’ thoughts towards new technologies
and service robots’ at hotels: A qualitative study in Turkey. Co-Editors, p.382.
Gonçalves, H.M., Silva, G.M. and Martins, T.G., 2018. Motivations for posting online
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Guizzardi, A., Pons, F.M.E. and Ranieri, E., 2019. Competition patterns, spatial and
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