Managing Accommodation Services in Hospitality Industry

This report discusses the different sizes and scales of accommodation services, forms of ownership, grading classifications systems, and online review sites in the hospitality industry. It also explains the front office function and key roles in the housekeeping department in The Soho Hotel.

Managing accommodation
services

Table of Contents
INTRODUCTION...........................................................................................................................1
LO1 .................................................................................................................................................1
Identify scale and size of accommodation services within hospitality industry.........................1
Different forms of ownership available to accommodation services .........................................3
Discuss role that grading classifications systems and online review sites play when potential
guest look for and book accommodation....................................................................................3
LO2 .................................................................................................................................................5
Explain organisation front office function within variety of accommodation services..............5
Key roles in front office department of an organisation.............................................................6
LO3 .................................................................................................................................................7
Key roles found within the housekeeping department in a selected organisation......................7
Importance of forecasting linen stock and other guest supplies to ensure sufficient supply to
meet demand...............................................................................................................................8
Importance of inter-relationships between housekeeping and other key departments...............8
LO4 .................................................................................................................................................9
Importance of scheduling maintenance or repair work to minimise disruption to guests..........9
Discuss the importance of security within a selected organisation...........................................10
CONCLUSION .............................................................................................................................10
REFERENCES..............................................................................................................................11

INTRODUCTION
Managing accommodation services defined those services that are offered by hotels,
motels etc. to their guest where they stay for temporary aspect. This mainly consists of several
elements and standards such as cleanliness, maintenance, budgeting etc. that help visitors to get
rooms in different places at reasonable cost (or according to different needs likes luxury and so
on). However, It has been examined that it is one of the fastest growing sector in the world and
effective to raise economic condition in efficient manner (Xie and Chen, 2019). In current time,
the organisation that has taken to complete this project is Soho hotels that is leading hotel chain
who offer chic room services and exotic stays to customers in appropriate way. This report is
going to enclosed the different sizes and scale of accommodation services. It also demonstrate
various forms of ownership, classification system and online review sites of firm. At last this
assessment aid to enhance knowledge related to different aspect that management in hospitality
industry could taken place.
LO1
Identify scale and size of accommodation services within hospitality industry
In recent time hospitality industry is concerned with offer serviced at different sizes and
scale. These are mainly depend on nature of scale of organisation and their performance as well.
In this several size and scale of accommodation services are elaborated below:
Commercial business:
 Budget hotels- This mainly defined as those places which have budgeted rooms and
services that are useful for attracting guest attention. This place is mainly targeted the
market in hotel that is decided by traveller who are willing to visit economic place with
effective services as well (Pham, Driml and Walters, 2018). In this accommodation
service providers render services that are aligned with guest easy stays and offer
preferences in choosing services accordingly. Hence, in this services which are offered by
service providers are limited in nature (only breakfast and core amenities are being
services to them).
 Full service properties- In this service provider offer variety of services to customers
which includes Lunch, breakfast, lounge etc. In terms of The Soho hotel, they offer
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variety of hospitality services to guest so that high customer satisfaction is enjoyed and
they also offer further personal support to tourists like Wi-Fi, luxurious amenities etc.
 Resort hotels- these are mainly those accommodation services that are present in some
specific locations where several entertainment activities are implemented like golf playing,
swimming, cruising, sports etc. The main objective of resorts is that to offer highly
significant experience to customers so that they visit on same place in repetitive manner.
Non-commercial business
Rental house- These businesses are run not for generating high profits because in this
individual spend days on rental houses by pay rent (Rogerson and Rogerson, 2019). Hence this
units offer accommodation services in such a manner such as residential care is offered to
customers in prominent manner.
Contribution to GDP
Hospitality industry represents as a food and accommodation services industry that
involves cafe, pubs catering, camp sites etc. In 2019, this sector contributed £ 59.3 billion in
gross value of UK economy that is 3.0% of total UK economic input.
Illustration 1: Contribution of hospitality industry in UK economy
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Different forms of ownership available to accommodation services
In recent time hospitality industry has differentiate in ownership and it is one of the main
reason of largest growing sector in business industry. The forms of ownership are demonstrated
below:
 Leased ownership- This type of ownership provide contract based services and where
hotels can be owned by other person. Lease is undertaken for specific period of time where
number of people are associated in it. In this type of lease, lease rent is offered by hotel
owner on monthly or yearly basis (Nguyen, Nguyen and Pervan, 2020). In context of The
Soho hotel, they offer services in area of London and mainly service services to elite class
customers that helps in generating high profitable results.
 Managed or private- In this type of hotel ownership, several partners are associated to
provide services to customers in an appropriate manner. In this manner profit is earned by
organisation in hospitality industry. In terms of hospitality business several owners render
services to visitors in personalised or general manner to get high profitable results.
 Franchised ownership- In this type of ownership, Franchise is given by large firm such as
IHG, Marriott etc. in this ownership franchiser has right to use trademark or logo or
accommodation service provider company to retain or attract customers on several other
region in world.
Discuss role that grading classifications systems and online review sites play when potential
guest look for and book accommodation
Grading system
In recent time several grading systems are present in hospitality industry that are useful for
customers in order to take effective decisions related to booking (Chan and et. al., 2021). These
grading play prominent role in choose the hotels and to attain guest appropriately so that they are
fully satisfied. Hence, grading system is useful for customers as it helps in attain the customer
attraction in positive and negative manner.
Role of grading
 It helps customers to enable high reliability at the time of bookings.
 It is prominent for customers as it helps in find hotels according to their standards and
specifications.
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 Grading helps to assist hospitality business in managing quality as per demands and needs
of customers.
 It also encourage competition in such a manner that all establishments are linked with
quality for attracting customer attention.
Classification systems
Classification system refers to that system in which hotels gives ranking in terms of stars.
The main purpose of classification is concerned with defining category of hotel that helps visitors
and guests to make booking decisions in an effective manner.
Role of classification system
 Within service industry customers cannot tried the products likely to retail industry, so
that classification is useful in this industry that help guest to take appropriate decisions
while render services and chose hotels (Reid, 2018).
 The classification system is useful to reduce the gap between guest experience and
expectations effectively.
 Classification assist customers to get diversified range of services just by emphasis on
classification of hotels, motels, resorts etc.
Online review site
It defined as the online review that are given by customers who used the services and
reflect correct opinion in relation to enjoy services. These review play important role in
customers booking decisions of hotels. Presently customers are highly active on social media
platform so that online review sites are prominent for them to understand quality of services that
are offered by various companies.
Role of review sites
 These offer honest opinion where customers satisfaction level is developed that is useful
in buying decisions.
 This are very prominent to capture customer interest in such a manner so that they would
retained longer period of time.
Trends in accommodation services
 Digital or technological trends- In recent time technology is boon for hospitality
industry because it attracts attention of customers to enjoy services effectively and
efficiently as per own standards. In this Virtual reality is very trendy because it helps
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customers to virtually tour the place and enjoy services. This helps in making interactive
connection of customers. In Terms of The Soho Hotel, this trend is useful to attract
customers easily and efficiently.
Impact of digital technology on accommodation services
Digital technology positively impact on accommodation services because it helps
customers to compare the services of different hotels, motels, resorts and select the best one
according to their standards and nature (Kartika and et. al., 2019). This also useful to
conveniently book the services using official websites of the organisation that save the time of
customers in prominent manner. This also developed loyalty of customers and also real time
guest insights.
LO2
Explain organisation front office function within variety of accommodation services
Front office defined as those area where guest first arrive at hotel. Basically it is known
as reception area. In context of The Soho hotel, manager emphasis on hire best candidate in front
office department who are able to attend guest properly because they reflect first impression on
customers. Hence, it is crucial for hospitality industry because it is close where accommodation
established. In The Soho hotel, front office perform several functions and some of them are
demonstrated below:
 Hotel- This is mainly known as a front desk management basic function. In hotels
reception area is very crucial because it performs the core function that is useful to
interact with customers (Sadeh and Garkaz, 2019). In context of The Soho Hotel,
receptionist answer visitors questions related to issues and problems. Therefore, in this
front office is highly responsible for all enquiries, reservations and accommodations that
are available to guest. However in this they also offer bed and breakfast services along
with extra amenities such as host living in house.
 Food services- It is known as an effective services that The Soho Hotel offers to their
customers. It is mainly hotels provide bar and restaurant services, catering services etc.
to their customers. Hence, in this hotel ensures that they offer proper meal, drinks and
various other food services to guest.
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 Resorts- It is impressive service that hotel offers to their guest. Resorts are mainly
situated that nearby places such as seashores, hills etc. In this front office functions a task
of bell desk role where they emphasis on caring to guest in terms of room hygiene,
luggage handling, back field etc. Therefore, they also ensures that garbage must be
disposed so that hotel facilities are safe.
Key roles in front office department of an organisation
Front office department consider service delivery system where guest are connected with
business enterprise staff. In case of The Soho Hotel, front office department play crucial role
related to handling customers issues and complaints etc. Therefore, business organisation
effectively achieves their objectives that is majorly based on satisfaction of guest and visitors.
Several roles of front office department in The Soho Hotel are presented below:
 Accommodation- In hospitality industry front office department play crucial role
because they are responsible to manage interactions with customers (Glass and Fodor,
2018). Facilities for guests are arranged by front office to satisfied them. However, front
office department also emphasis on taking follow-ups from clients to modify services
accordingly. In terms of front office within The Soho Hotel they take booking of
customers and emphasis on fulfilling their needs.
 E-bookings- It is regarded as one of major trend that helps customers to review hotel
before take the services. In this Front office manager perform role of dealing with guest
credentials. For this advanced software is used by front office department to offer safety
in terms of using services and paying bills. In context of The Soho Hotel, front office
manage e-booking as it represent as a major functions where they access customer details
in secured manner.
From above information it is analysed that there are various roles which are executed by
front office department that are helpful to handle whole accommodation services in prominent
manner. Front office department is multi tasking as they handle customers and satisfy customers
to high extent because they are asset of hospitality industry.
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LO3
Key roles found within the housekeeping department in a selected organisation
Hospitality business are mainly operated to satisfy customers so that they are happy with
the services in hospitality industry. In this housekeeping department is essential department in
hotel premise. A housekeeper in hotel is responsible not only for room cleaning but for whole
cleaning of hotel premise (Fischbacher and Francis, 2018). This reflects as an operational
department who mainly contributes on maintaining reputation of business within marketplace. In
context of The Soho Hotel, housekeeping department offers a desirable room that satisfy
customers. This mainly ensures proper cleaning, welcome atmosphere so that visitors money are
valued. In an accommodation facility providers several roles are performed by housekeeping
departments that helps in attaining objectives. Some of the key roles in context of The Soho
Hotel are presented below that housekeeping department performs:
Role of housekeeping
 Highly emphasis on dusting and polishing the hotel furniture, room and various other
fixtures.
 Perform the role of handling catering and laundry requirements of customers, dresses of
staff person etc.
 Decently clean baths, toilets, sinks along with sanitize them.
 Appropriately coordinate with all other departments of organisation concerned with
renovation of premise when required and for this take proper guidance of interior
designers.
Role of housekeeping executive
 Execute role of overseeing, managing and organising cleaning services in The Soho
hotel.
 Role of informing policies and standards to operation level housekeeping members
related to work so that guest are satisfied. In The Soho Hotel Housekeeping executive
ensures comfort and care for visitors that helps in attracting customers so that operations
of housekeeping department done smoothly.
 Housekeeping executive performed the role of providing proper uniforms to staff
members of hotels along with offer proper inventories such as property, goods in stock,
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content of building and many more to maintain brand image of hotel in the market and in
customer eyes.
 They also perform the role of developing and maintaining relationship among
departments so that activities are performed smoothly.
Importance of forecasting linen stock and other guest supplies to ensure sufficient supply to meet
demand
In accommodation facility organisation services consumed great part as it fulfil needs and
requirements of customers (Chitty and et. al., 2019). Hence, it is crucial for these type
organisation to made high focus on forecasting linen stock and several guest suppliers that meet
demands of guest in appropriate manner. In context of The Soho Hotel, there are various types of
linen stock that involves table- table cloth, napkins, banquet linens etc. Bath- wash cloths, bath
and hand towels, Beds- bedsheets, pillow, mattress cover etc. however, this also includes
consumable and non-consumable items that are essential and basic to satisfy the needs of
customers. Hence, all are basic needs that guest needs and hotel promisingly fulfilled it. In terms
of The Soho hotel, housekeeping executive manager emphasis on timely checking whole linen
stock using computers software and on personal basis. If in organisation Linen stock is not up to
the mark that impact negatively on hotel because customers negatively review the company
services. Due to this growth and position of organisation is slow down in market. In The Soho
hotel, Linen stock are regularly checked so that customers requirements are fulfilled in proper
manner.
By evaluating above information it is examined that hospitality sector involves various
functions and essentially performed in an effective manner. In this front office and housekeeping
department play crucial role to maintain linen stock to attract large base of customers.
Importance of inter-relationships between housekeeping and other key departments
Within service industry all departments are important to reach goals on time. It includes
housekeeping department, front office department, technical department etc. As all departments
perform different role in hotel. In context of The Soho Hotel, various departments are work
while interlinking with housekeeping department that are presented below:
 Housekeeping and front office department- In hospitality industry, front office
department consider receptionist service that helps to smooth operation at organisation.
However, housekeeping department follow guidelines that front office delivers to them
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such as taking customer luggage into their rooms, solving issues of customers, provide
comfort to guest etc. In case of The Soho hotel, FO and housekeeping department are
work interrelatedly to properly satisfied the customers so that hotel receive high amount
of profits in remarkable manner.
 Housekeeping and technical department (security)- In accommodation facility sector,
interrelation among these two department are crucial (Nepal and Nepal, 2019). As in this
security department ensures guest safety whereas housekeeping department working on
satisfy them. In context of The Soho hotel, both departments are working crucially to
satisfied the needs of customers. Technical department are working working for
maintaining privacy of clients that help housekeeping department to satisfy the customers
and offer safe and hygienic environment at hotel premise.
LO4
Importance of scheduling maintenance or repair work to minimise disruption to guests
In accommodation service organisation repair work are very important because it reduce
the disruption for clients. In case of The Soho hotel, maintenance includes electricity, elevators
etc. several importance of repair work are demonstrated below:
 Proper maintaining the log book- It is mainly based on information of clients that are
listed within logbook. This type of data involve guest information such as locations,
contact number, timing of check in and check out etc. The log book helps manager to
recognise the preferences of customers related to rendering services and products. In case
of The Soho Hotel, manager emphasis on proper maintenance of Log book that helps in
easily identified the guest interested area due to which high profitable results are enjoyed
by company in their long term survival.
 Importance of scheduling work- Scheduling maintenance is as importance aspect to
achieve the particular task in set time frame (Tuan, 2020). Hence, workers within
hospitality industry execute their task in proper manner to offer benefits to clients so that
they would retain longer time period. Within this maintenance workers are highly
responsible for cleanliness and hygiene of premise of hotel so that customers would
attracted towards it.
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Discuss the importance of security within a selected organisation
To offer security to customers, security department play crucial role because they offer
protection and safety to customers against several negative factors such as save data from
leaking, security from thief etc. there are various importance of security that are demonstrated
below in context of The Soho hotel:
 Guest- It is terms as safety of guest from abduction and health hazards, crimes like
murders etc. There are high chances of occurring hazards due to food poisoning, pests
etc. where manager of The Soho Hotel ensures all guest are safe and secure while they
stay at hotel. This helps them experiencing good.
 Staff- To provide security to members working at The Soho hotel they mainly emphasis
on offer insurance facilities for health protection (Lyu, Li and Law, 2019).
 Guest luggage- It is crucial to offer safety of luggage to customers so that they are highly
satisfied with the service and security of hotel. It develops brand image at marketplace.
CONCLUSION
From the above explanation it is concluded that there are variety of services which are
offered to customers by several accommodation service providers. All these are prominent to
keep the customer satisfied because on hospitality industry guests are treated like an assets.
Therefore several level of ownership are present in accommodation industry and customers
selected according to their own needs and demands. In this grading system are also effective for
customers influence their buying decisions. Further departmental inter-relationship support
business to minimise the level of confusion that is useful to attain business objectives
prominently and effectively.
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REFERENCES
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ONLINE
Hospitality industry in the UK, 2021. [Online]. Available through:
<https://commonslibrary.parliament.uk/research-briefings/cbp-9111/>
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