Managing Accommodation Services in Hospitality Industry

This essay discusses the scale and size of accommodation services, different forms of ownership, role of classifications, grading and online review sites, functions performed by front office, roles within the department of front office and housekeeping, importance of forecasting linen stock, interrelations between housekeeping with other sector, significance of repair work and importance of security in hospitality industry. The essay is based on Dorchester hotel which is a five start luxury hotel headquartered in London.

Managing
accommodation
services

Table of Contents
INTRODUCTION...........................................................................................................................4
TASK 1............................................................................................................................................4
P1 Scale and size of accommodation services within the hospitality industry......................4
P2 Explain the different forms of ownership available to accommodation services.............5
P3 Discuss the role that, grading, classifications systems and online review sites play when
potential guests look for and book accommodation...............................................................6
TASK 2............................................................................................................................................8
P4 Explain the organisation of front office functions within several accommodation services. 8
P5 Roles within the front office department within the organisation...................................10
TASK 3..........................................................................................................................................11
P6 Roles found within the housekeeping department in a selected organisation.................11
P7 Importance of forecasting linen stock and other guest supplies to assure sufficient supply
to meet demand.....................................................................................................................12
P8 Importance of interrelationships between housekeeping and other departments............12
TASK 4..........................................................................................................................................13
P9: Importance of scheduling maintenance and repair work to minimise disruption to all
guests....................................................................................................................................13
P10 Importance of security within the chosen organisation ................................................14
CONCLUSION..............................................................................................................................15
REFERENCES..............................................................................................................................16

INTRODUCTION
Accommodation services are described as the provision or a sheltered accommodation in
efficient equipped rooms. Accommodation is categorised into different types like guest houses,
apartments, hotels and so on. In the hospitality industry, accommodation plays a very important
role in order to become successful. The below essay is based on Dorchester hotel which is a five
start luxury hotel headquartered in London (Carlstedt, 2021) . It is engaged with designer rooms,
antique furniture, park views and many more. The essay includes scale and size of
accommodation services, different forms of ownership, role of classifications, grading and online
review sites, functions performed by front office, roles within the department of front office and
housekeeping, importance of forecasting linen stock, interrelations between housekeeping with
other sector, significance of repair work and importance of security.
TASK 1
Covered in PPT
TASK 2
P4 Explain the organisation of front office functions within several accommodation services
In hospitality industry, the department of front office is the most important sector as it is
indulged with direct contact with all the guests. There are different functions involved in front
office like reservation, guest service, finance, night-audit and many more.
In context with the function of reservation, it refers to a request for accommodation by
the guest for any specific time period. Reservationists are the people who has the responsibility
for accepting and rejecting the reservations which are being done by all the guests (Deveau,
Ockenden and Björne, 2021) . They need to interact with all the guests in an efficient way. The
functional role of reservation manager is to provide travel related information, handling customer
complaints, implementation of policies and so on.
In relation with night auditor, they have the role and responsibility of managing regular
financial transactions. Besides this, they also performs the role of desk clerk for entire night shift.
The night-auditor should have the ability to solve all kinds of financial issues and good
interactive skills. Their main functional role is to assist all guests in context with their overnight
requests and to run all accounting operations in a smooth way.

In accordance with the function of reception, it is main section being considered in the
hotel. The people who are engaged with this section has direct contact with the guests (Stotten,
Schermer and Wilson, 2021) . They has the responsibility to allocate rooms and implement the
rates for several types of guests. Their role is to give conformation about all the reservations
which are being done, giving information about hotel facilities, arranging luggage, room
directions and many more.
In context with organisational chart, it provides systematic direction of all the orders
and also protects staff members from being over directed. In order to carry out all goals and
objectives, every hotel is required to build up a formal structure which shows diverse hierarchy
of management and staff levels.

There are several staff positions like cashier, front desk manager, uniformed service agent
and many more. In relation with cashier, they settles and maintains all the guest folios. In context
with front desk manager, they do registration of the guests and also maintain the information
related to rooms availability. The role of uniformed service agent is to escort all the guests to
their respective rooms and handles their luggage.
P5 Roles within the front office department within the organisation
The staff members of front office need to handle all kind of transactions that takes place
between the hotel and its guests (Ņikadimovs and Rodčenkova, 2021,) . They play different roles
and responsibilities like creating a guest database, handling their accounts, assuring guest
satisfaction and so on. There are different positions involved in front office department like
management representative, record keeper. Telephone operator, service coordination and many
more. The front office department is indulged with the roles like protecting the hotel property,
watching loan deposit box, keeping up the working environment secure and many more.
In front office, there are different people being involved like guest service manager,
communication manager and so on. In context with guest service manager, they has role and
responsibility of ensuring that all messages of guests are being provided at right time period,
training to the guest service staff, handing all important mails and letters and so on. In
accordance with Dorchester hotel, their guest service manager plays the role of leading all house

operations on continuous basis and also to ensure that guests are being provided exceptional stay.
To be a guest service staff, the skills which are required is listening abilities, patience and many
more.
The role of communication manager is to ensure that fax and important letters are being
provided to all the guests immediately, latest technology of communication systems are being
used and so on. In relation with hotel Dorchester, their communication manager assist that
effective coordination is being done with respect to marketing campaigns and information is
provided to all other departments as well (Akyuz and Opusunju, 2021) . There are different
skills which are required for a communication manager like they must be have amazing
organisational and planning skills and confident presenter.
The front office staff members interact with all other functional areas like housekeeping,
food and beverage and many more. In context with the functional area of housekeeping, they
communicate with front office about the room status, security concerns, amenities and so on. The
interrelation between front office and food and beverage is also necessary and important. It is
involved with predictions about house counts, number of guests which are expected to arrive and
so on.
TASK 3
P6 Roles found within the housekeeping department in a selected organisation
Housekeeping department is defined as the operational sector that carries the
responsibility of maintenance, cleanliness, surrounding and many more. It is the most important
department in hotels because all guests prefers effective cleanliness and high standards. The
housekeeping section performs different roles and responsibilities like establishing a welcoming
atmosphere, reliable service, providing linen in rooms, laundry requirements and many more.
The most significant role which is played by housekeeping is to freshen up all the guest
rooms. It is indulged with cleaning supplies, fresh linens, towels and many more. They also has
the responsibility to clean up public restrooms, staff rooms and also the outside public spaces. In
context with hotel Dorchester, their housekeeping department works closely with front office
section in order to communicate when all the rooms are clean and ready for the guests to occupy
it. They also manage laundry operations and the mini bar inventory.

In relation with executive housekeeper, they direct and control all the operations of
housekeeping and their staff members (Mango, Çolak and Li, 2021) . They has the
responsibility to manage the budget for the department. They provide assessments as well as
certain updates on what is being going on within the housekeeping sector at each time period.
The executive housekeeper is also responsible to handle all types of personnel obstacles within
the housekeeping function. They tackle recruitment, firing as well as certain disciplinary actions
if it is essential in the hotel.
P7 Importance of forecasting linen stock and other guest supplies to assure sufficient supply to
meet demand
In hotels, guest loan items are described as those equipments which an individual needs
on continuous basis and is provided to them on the guest request. It is an important service in
hotels in order to build up the level of customer satisfaction. In relation with bath amenities, it is
important to meet demand because hotel can achieve reputation by providing sufficient supply of
products like razors, cosmetics and many more.
P8 Importance of interrelationships between housekeeping and other departments
The relationship between housekeeping and front office department is important because
front office notifies housekeeping regarding the actual arrival of guests. The front office
executive implements an occupancy report in which the information regarding check-ins and
check-out is there. The interrelationships between both the departments is important in order to
assure efficient rooming of guests. Housekeeping department also gets the important information
from front office only like which room needs extra care, the arrival of crew members and many
more.
In context with the relationship between housekeeping and food and beverage
department, their interrelationship is important in order to assure the quality provision regarding
all the services (Alauddin, Dipu and Uddin, 2021) . The coordination between both the sector is
significant especially in the case of room service so that resistance does not take place like if
waiters don't collect trays from the rooms, so for this necessary information, relation between
both of the sectors is important. Both housekeeping and food departments need cleaned
uniforms, so for this they need to interact with each other.
 Housekeeping and Maintenance Department – Housekeeping management maintain the
structure that have performed effectively to hold up the relationship with their staff

members in the hotel Dorchester for implementing their roles in an efficient and effective
manner. As in relation to the hotel Dorchester, their maintenance department is engaged
with the undertaking of electrical gadgets, Tv's outlets, Tableware, machines and devices
and so on. It has been used by the hotel Dorchester in facilitating their staff members and
attentions to their guests and visitors. They also follows the roles and responsibilities in
cleanliness in the hotel rooms and land site.
 Housekeeping and Security Department - The housekeeping and security structure also
coordinate with various subordinates in the section of security. The fundamental aim of
security division is to manage their undertaking regarding users and guests facilities and
make sure them security in the hotel organisation (van der Sterren, 2021). As it follows the
role of security section that has to be done in the hotel management after the guests and
visitors check out from the hotel and through which the guests had to left their own things
back at hotel. Hence, it is their roles and responsibilities of the housekeeping and security
section to follow the structural division to immediately transfer their managers for
maintaining the issues. The front desk managers try to interact with their guest regarding
their services and information that are delivered by the hotel staff to their visitors. As it is an
essential term for the hotels such as the hotel Dorchester for well being of their visitors.
TASK 4
P9: Importance of scheduling maintenance and repair work to minimise disruption to all guests
There are different types of maintenance like routine, preventive and many more. IN
context with routine maintenance, it refers to the activities which are in relation with the general
up -keeping of the property and mostly occur on regular basis. It involves activities like washing
floors, cleaning guest rooms and many more. On the other hand, preventive maintenance is
indulged with three types which are inspection, work-order initiation and minor corrections (Pitt,
Plangger, and Eriksson, 2021). It involves activities like inspectors can regularly check all guest
rooms for cracked items and so on. In a hotel, room refurbishments is essential in order to
enhance both value as well as profits. It is important for a hotel in order to upgrade the
functionality of the property, improve the efficiency of the establishment and many more.
In context with scheduling maintenance, it is a useful and efficient tool that keeps all cost
down and the appearance up. By using preventive maintenance, the hotel runs in a smooth

manner and enhance the level of guest satisfaction. In context with hotel Dorchester, they also
used the way of preventive maintenance through which they ensured general safety and effective
cleanliness (Novak, 2021). It is very important to reduce guest disruption so on the basis of this,
routine maintenance is also essential. With the help of this, the unexpected breakdowns in the
hotel gets removed and costs are always at minimum rate because repairs are not done on
emergency basis.
It involves the manner of setting the programs as according to the fundamental and
essential roles with the aim of orientation in the hotel sector. As there are some effective
program that are as follows -
 Importance of Scheduling Work – The basic and effective division of the program is to
manage their roles and implement it with the aim of attaining objectives and targets. For
completing the demands and requirements of the visitors or users that are presented in a
certain period of time. A person in a hotel staff follows a suitable structure with complex
divisions and try to overcome their issues. The skills and conditions for the customised
satisfaction in an organisation to manage the person that are also accountable for the
cleanliness of their hotel.
 Maintenance of Log Book - It is demonstrated that the visitors or the guests fixes their
suitable data that follows the way to mentioned in the index book. The information involves
the user name, suite number, phone number, number of days and night, check in and check
out date and time period (Beadle-Brown, 2021). The book values about the visitors and
guest's information regarding their visit in the hotel. As in relation to the hotel Dorchester, it
has been measured that the data and information of the visitors should help in determining
in their engagement field of the area.
P10 Importance of security within the chosen organisation
In hotels, security is very important in order to protect staff members, guests as well as
physical resources. The first priority of hotel Dorchester was always the high end security
because as a luxury hotel, guests are mainly celebrities, politicians so security is very important
for the hotel. They used the tool of Milestone IP video through which all the operators can
quickly search and produce the footage in order to resolve issues within the hotel. They also
integrated cameras in the décor which looked like the lighting fixtures.

As it is an essential section to have an adequate division of security and safety in the position for
safety of visitors and guests, staff members and physical factors and other ownership such as
widget property equipments, garden and belonging of their guests and the visitors (Nur, and et.al.
2021). As in relation to the hotel Dorchester, management have to make sure about the safety and
security of their guests and visitors that has been considered in order to maintain the image of the
hotel structure in market as according to the organisational facilities.
CONCLUSION
From the above discussion, it has been concluded that one of the major factor and reason
for success of hotels is highly depend of the type of accommodation service provided to
customers. In addition to this, there are different forms of accommodation services available
within the hospitality sector that is hotels, motels, cottages and many more. It is determined that
there are various forms of ownership available to accommodation service that is franchise,
independent hotels, chain hotels etc. It is important for hotels to focus on the current trends and
provide service accordingly as it assist to attract large number of customers and to gain
profitability as well. Furthermore, regular security and maintenance plays vital role in order to
provide effective and timely service to customers that further leads to attainment of higher
growth and competitive advantage at marketplace.

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