Managing Accommodation Services in Hospitality Industry

This report provides an overview of the accommodation services in the hospitality industry, including the scale and size of different types of accommodations, forms of ownership, and the role of grading and classification systems in booking accommodations. It also covers the key roles of front office and housekeeping departments in providing quality services, including forecasting linen stock, inter-relationships between departments, and scheduling maintenance or repair work. The report focuses on Park Plaza Westminster Bridge London, a luxurious hotel in London.

Managing
accommodation
services

Table of Contents
INTRODUCTION ..........................................................................................................................3
MAIN BODY...................................................................................................................................3
TASK 1 ...........................................................................................................................................3
Scale and size of accommodation services in hospitality industry.........................................3
Different forms of ownership in accommodation services.....................................................4
Role of grading, classifications systems and online review sites in order to book
accommodation.......................................................................................................................5
TASK 2............................................................................................................................................7
Front office functions in accommodation services.................................................................7
Key roles of front office department for selected organisation..............................................7
TASK 3............................................................................................................................................8
Review key roles of housekeeping department in organisation.............................................8
Importance of forecasting linen stock that ensure sufficient supply to meet demand............8
Importance of inter-relationships between housekeeping and other departments in
organisation for providing quality services............................................................................9
TASK 4..........................................................................................................................................10
Importance of scheduling maintenance or repair work which assists in minimising disruption
to guests................................................................................................................................10
Importance of security in organisation.................................................................................10
CONCLUSION .............................................................................................................................11
REFERENCES:.............................................................................................................................12
Books and Journals:..............................................................................................................12
Online ..................................................................................................................................13

INTRODUCTION
Accommodation sector is one of the largest sector in hospitality industry. It has a large
scope which start from luxurious hotels to lavish camp-grounds and resorts (González-Torres,
Rodríguez-Sánchez and Pelechano-Barahona, 2021). Accommodation is the most necessary
service in hospitality services that are providing by hotels, resorts, etc. This also offers lodging
services to the customers so that they will get best experiences. In accommodation sector,
customers services are the most indispensable as their ultimate objective is to satisfy their
customers. In this context, Park Plaza Westminster Bridge London is the most luxurious hotel
which situated in London. They provide all types of services in which accommodation service is
the most luxurious. This report aims to identify size, scale, forms of ownership, etc. that means
the overview of accommodation services. This report will undertake role and responsibility of
front office and housekeeping department. It will also covers facility management and security in
accommodation sector.
MAIN BODY
TASK 1
Scale and size of accommodation services in hospitality industry
In hospitality industry, there are many types of accommodation services in which every
accommodation service has different size and scale (Joppe, 2019). The scale, size, and
characteristics of every hotel is different from one country to other country. Some important
types of accommodation services are mentioned below:
Hotel
Generally hotels are categorised according to the their ratings which start from one to
five. In hotels, there are many ratings are used such as grading A to F, and also uses many other
rating systems. Hotels are providing luxurious accommodation and many other guests services.
Park Plaza Westminster Bridge London is falling in this category as it provides variety of
accommodation services that satisfy customers desires (Yang, Huang and Shen, 2017). Hotels
are expensive as compared to other types of accommodations. There are many big hotels that are
running their business at global level in which Park Plaza Westminster Bridge London is one of
them. Park Plaza Westminster Bridge London running at global level and they are providing
excellent services in many countries.

Motel
Motels are similar like hotels as they are also provide accommodation services but they
are not very large. They are considered as roadside hotels which have minimal amenities or
facilities for providing services. Motels have ample parking areas for vehicles. Due to less
facilities, they are less charges.
Resort
Resort is provided extensive guest services as people who are coming for the purpose of
enjoyment and relaxation (Ionel, 2016). Due to this, they require place where they get
accommodation and lodging services. This is different from other accommodation services as the
main purpose of people are to spend their vacations.
Cottage
It is defined as the small vacation house which are very cost effective and providing
accommodation services to the people. They are located in rural areas and that's why the prices
are very low.
There are many more accommodation types which have different size and scale. Hotels
are the most luxurious and expensive that provide quality accommodation services.
Different forms of ownership in accommodation services
In accommodation sector, there are many forms of ownership which are running their
businesses very well. Some of the important forms of ownership are mentioned below:
Franchise Model
In franchise model of ownership, it is found that hotels are operate privately. In this
ownership, the owner of hotels pay upfront fee of franchisee as they are their business in other
country also so they have to pay upfront fees along with ongoing royalties (Mate, Trupp and
Pratt, 2019). Some advantages and disadvantages are mentioned below:
Advantages:
 It provide benefit of using the brand name which easily attract consumers as they know
the brand name.
Disadvantages:
 There are limited growth options as the franchises is limited to the territory. If the brand
popularity of brand loses that automatically affect on the consumers.
Leased

In this type of hotels, they are also privately owned but the physical existence of hotels
has different owners as they are run by other person (Filimonau and Delysia, 2019). These types
of hotels are run their business for long term period as lease time is always long.
Advantages: It is found that owner incur less expense as compared to their won buildings set ups. It is
cost effective ownership in which hotels are running their business with the help of other
person building.
Disadvantages:
 The time is limited as lease has a time limit in which hotels are closed after lapse of lease
time. They need to renew their lease contract.
 Payment is fixed which have to be whether hotel incurs profits or loss.
Privately Owned and Operated
These type of ownership have many freedoms as they run their own business privately
which doesn't involve any other interference (Silaban, Pasaribu and SIlalahi, 2019). But due to
this, they have the most riskiest business as people need to invest in this kind of ownership in
which they are skiable for all the expenses.
Advantages: The owner of hotel is free to take decisions for their growth, staff and operational
structure.
Disadvantages:
 Owner of business is liable for all the expenses that means they are running their business
on their own risk.
These are the different forms which are discussed that shows types of ownership. Park
Plaza Westminster Bridge London is falling in privately owned business as they are running their
business privately.
Role of grading, classifications systems and online review sites in order to book accommodation
In today's hospitality industry, it is identifying that every company has doing some
innovative practices which increase the competition (Lashley, 2018). Due to this, it becomes
very difficult for consumers to take decision of accommodating services. In this case, online
reviews are playing an important role as it assists people to take a right decision. With the use of
online reviews and gradings, people are able to analyse that which hotel is the best for them. In

now-a-days, it becomes necessary for consumers that they get to know about best hotels. Online
reviews provide positive and negative points about the organisation. Every organisation has
different grading or rating systems which needs to understand by consumer so that they can
analyse the organisational services. There are many type of grading system which are discussed
below:
Star ratings
It is the most widely method that used by hotels for rating purpose. This method has been
use since late 1950s. In each start, there are the certain criteria or standards that set which need to
meet by hotels to get stars (Shukla, 2017). It includes 1 star, 2 star, 3 star, 4 star and 5 star.
Generally these are the maximum stars that get by hotels but in today's time, hotels get 6 or 7
stars that are actually super luxurious. Park Plaza Westminster Bridge London comes in 5 star
hotel.
AAA’s diamond ratings
It is the another rating method which generally used in U.S., Canada, and Mexico's
hotels. It start from one to five diamonds and these are made by full time personnel who visits
hotels. It is found that a five diamond hotel is considered as five star. These diamonds are based
on the facilities that provided by hotels.
Zagat Rating System
This rating method consists of 30 point scale. This method is very effective as it very
transparent because it considered all the facilities in a separate column and then consumers gives
ratings. With the help of this rating method, hotels are bole to know that where they lack. This
will also benefits to other people as they get to know about the service quality of hotels which
assist in taking a decision.
Along with the above rating system, it is found that day by day the digitalisation use is
increasing and it complete the limitations of above rating systems. These ratings are not effective
as they are unable to access. So that's why digitalisation trend is very effective which assists
people to take a right decision (Harkison, 2018). This can be done with the help of online sites
reviews. Currently people are giving their feedback on online sites which is very easy to access
and it helps them in their decision making process.

TASK 2
Front office functions in accommodation services
Front office officer is the person which perform various functions and operations in the
hotel (Front Office Department Introduction – Operations and Key Functions, 2017.). Park Plaza
Westminster Bridge London has front office officer that performed their duties very well. They
performed many functions which are discussed below:
 Front officer manager is performing many tradition functions such as registration,
reservation, rate assignment, room status, maintenance of guest account, and creating
history of guests.
 Front office manager is also responsible for welcoming of guest and ensure that customer
are satisfied from the hotels services.
 Front office is considered as the face of hotel that means the first interaction of customers
is with the front office manager and they are responsible for creating the first impression
on their guests.
 They also perform many operational functions such as Postage and Parcels, Inquiry,
Finance and Foreign Exchange, Telephone, and Bell Desk and Concierge.
Key roles of front office department for selected organisation
Park Plaza Westminster Bridge London has a large organisation and they run their
business very well (Birinci, Berezina and Cobanoglu, 2018). Due to large size, they need talented
front office manager who are enable to perform their best and convince guests for their services.
Some important role of front office department are mentioned below:
 Park Plaza Westminster Bridge London is the large size hotel, that's why they have front
office department. Front office department of Park Plaza Westminster Bridge London is
responsible for greeting and welcoming their guests.
 They answer all questions and solve the inquires of guests. Due to this
 the front office department of Park Plaza Westminster Bridge London make sure that
they will answering all the calls and redirecting them.
 They keep record of each guest so that they can contact in future for the promotion and
marketing purpose. Park Plaza Westminster Bridge London always keep contact with

their guests so that they will become their loyal customers. They are doing this with the
assistance of social media marketing, emails, etc.
TASK 3
Review key roles of housekeeping department in organisation
After pandemic, it becomes more important for Park Plaza Westminster Bridge London
that they should make effective and efficient housekeeping department (Koc, 2020).
Housekeeping department is responsible for keeping the hotel clean and comfortable so that
guests will not face any difficult to stay in the rooms. This is necessary for Park Plaza
Westminster Bridge London that they should make sure about cleaning of hotels. There are the
certain responsibilities which are as follows:
 The role of housekeeping department is an important for Park Plaza Westminster Bridge
London as they ensure the customers satisfaction (Magno, Cassia and Ugolini, 2018). It is
found that customers need clean space where they spend their time so that's why Park
Plaza Westminster Bridge London always ensure that this thing will be become possible
by providing clean and safe place.
 They ensure the high standard of cleanliness in every areas of hotel.
 They also provide linen in restaurants, rooms, conference venues, banquet hall, health
clubs, etc.
 They are coordinating refurnishing and renovation of the hotel property.
Importance of forecasting linen stock that ensure sufficient supply to meet demand
The need of linen in hotels is increasing as it every customers need linen in their rooms.
That's why it is necessary for the hotels that they should make sure about the inventory of linen.
This is necessary to forecast the inventory of linen so that they will not face shortage in their
hotel rooms (Martin-Fuentes and et.al., 2018). They need to prepare themselves about the use of
linens as there are many situation in which customers need more lines. One important reason is
that linens get dirty and they need to replace with other linens. If Park Plaza Westminster Bridge
London is forecasting linen stock so they will be able to enjoy many benefits which are
mentioned below:

 Park Plaza Westminster Bridge London is able to meet the demands and they will not
face any under stock of linens. This is necessary for Park Plaza Westminster Bridge
London to keep records all linens that where they need and in how many quantity.
 It is really helpful in ensuring the sufficient supply of lines in hotels which assist in
meeting demands.
 It is also helpful in preventing overstocking of lines as it take lots of space in the hotel.
 This is very helpful in effective budgeting.
Importance of inter-relationships between housekeeping and other departments in organisation
for providing quality services
Park Plaza Westminster Bridge London has many departments in their hotel as they ruin
their hotels at big level and that's why it so necessary to understand the interrelationship between
housekeeping and their departments (Buhalis and et.al., 2019). Housekeeping department is the
one which needs to be coordinated with all department as every department need clean and
hygienic place. Interrelationship of housekeeping and other departments:
Housekeeping and Food and Beverage Department: It is necessary for housekeeping
department that they should coordinate with food and beverage department. This is necessary
that housekeeping department clean and tidy linens on the tables and floors.
Housekeeping and Front office Department: There is a need of clean and tidy clothes
in the front office department of employees which can be possible only when they are
coordination with the housekeeping department. It is very important as front office department is
the attraction pints for guests.
Housekeeping and Kitchen Department: Kitchen needs to be very tidy as it is
necessary for the hygiene purpose. The kitchen is the most important part of hotels as they are
preparing food for their guest and that's why they need to be very clean which can be possible
only with the help of coordination of Housekeeping department.
TASK 4
Importance of scheduling maintenance or repair work which assists in minimising disruption to
guests
In Park Plaza Westminster Bridge London, there is a need of scheduling maintenance or
repair work so that they are able to satisfy their customers needs and wants (Buonincontri and

et.al., 2017). Some more reason and importance of scheduling maintenance or repair work are
mentioned below:
 Today's hotels are luxurious and highly equipped with technological elements and that's
why it is necessary for the Park Plaza Westminster Bridge London to schedule
maintenances or repair work time by time,.
 There are many faults happen in the hotels such as electrical faults which are usually
occurring due to heavy load of electricity of Air conditioners and many other faculties.
 This is very helpful to schedule repair work for customers as they cannot face any
problems in near future.
 It also covers computerised maintenance management systems which is essential in
hotels as all the CCTV cameras are linked with computers in hotels.
Importance of security in organisation
Security is very necessary in these days as there are many cases of criminal activates
increases. Park Plaza Westminster Bridge London is very luxurious hotel and that's why all
things which are available in rooms are costly. There are many cases that found in the hotels in
which customers or any other staff members or other person are found in performing criminal
activity (Priporas and et.al., 2017). That's why it is necessary for preventing from these cases of
hotels to take acre about proper security in Park Plaza Westminster Bridge London. This is
crucial for Park Plaza Westminster Bridge London that they need to assure about all safety and
security measures. It includes key card which are used by employees ion the hotels for the
purpose of attendance. It is really helpful for hotels as they can track the attendance of
employees that which employee is come in the hotel and at what time. In addition to this, camera
systems, alarms, health and safety measures, etc. are important in hotel. CCTVs are playing a
crucial role as they are tracking all the movement that are done in the hotel. It is identified that
CCTV helps Park Plaza Westminster Bridge London to find out the person who did criminal
activity in the hotel. They can easily find them and are able to punish criminals. This is necessary
for the safety of hotels and consumers. It will increase the trust dan loyalty in consumers if they
are feeling safe in the hotel. The safety of guests' luggage is very important for Park Plaza
Westminster Bridge London as they are responsible for their loss if it will be get missing.

CONCLUSION
It can be concluded from the above discussion that accommodation sector has a wide role
in the hospitality industry. They are providing accommodating and lodging services to the
consumers. There are many types of accommodation services are discussed in this report such as
hotels, motels, cottage, etc. this report also discussed the forms of ownership in which Park Plaza
Westminster Bridge London is privately owned. In addition to this, it is identified that front
office department is necessary for organisation as they performed many operational functions. It
also covered roles of housekeeping department. Along with this, this report focused on
importance of security in hotels as it assists in creating trust and loyalty in their customers.

REFERENCES:
Books and Journals:
Birinci, H., Berezina, K. and Cobanoglu, C., 2018. Comparing customer perceptions of hotel and
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Buhalis, D., and et.al., 2019. Technological disruptions in services: lessons from tourism and
hospitality. Journal of Service Management.
Buonincontri, P., and et.al., 2017. Managing the experience co-creation process in tourism
destinations: Empirical findings from Naples. Tourism Management, 62, pp.264-277.
Filimonau, V. and Delysia, A., 2019. Food waste management in hospitality operations: A
critical review. Tourism management, 71, pp.234-245.
González-Torres, T., Rodríguez-Sánchez, J.L. and Pelechano-Barahona, E., 2021. Managing
relationships in the Tourism Supply Chain to overcome epidemic outbreaks: The case of
COVID-19 and the hospitality industry in Spain. International journal of hospitality
management, 92, p.102733.
Harkison, T., 2018. The use of co-creation within the luxury accommodation experience–myth or
reality?. International Journal of Hospitality Management, 71, pp.11-18.
Ionel, M., 2016. Hospitality industry. Ovidius University Annals: Economic Sciences
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Joppe, M., 2019. 17. The roles of policy, planning and governance in preventing and managing
overtourism. In Overtourism (pp. 250-261). De Gruyter Oldenbourg.
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Lashley, C., 2018. Hospitality Management. The SAGE Handbook of Tourism Management:
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Magno, F., Cassia, F. and Ugolini, M.M., 2018. Accommodation prices on Airbnb: effects of
host experience and market demand. The TQM Journal.
Martin-Fuentes, E., and et.al., 2018. Modelling a grading scheme for peer-to-peer
accommodation: Stars for Airbnb. International Journal of Hospitality
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Mate, M.J., Trupp, A. and Pratt, S., 2019. Managing negative online accommodation reviews:
Evidence from the Cook Islands. Journal of Travel & Tourism Marketing, 36(5),
pp.627-644.
Priporas, C.V., and et.al., 2017. Service quality, satisfaction, and customer loyalty in Airbnb
accommodation in Thailand. International Journal of Tourism Research, 19(6), pp.693-
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Shukla, B., 2017. Innovation In Hospitality Industry: A General Overview. Iconic Research
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Silaban, P.H., Pasaribu, A. and SIlalahi, A.D., 2019. The influence of human aspect of
accommodation and destination on tourist satisfaction. International Journal of
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Yang, S., Huang, S.S. and Shen, G., 2017. Modelling Chinese consumer choice behavior with
budget accommodation services. International Journal of Culture, Tourism and
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