Managing Accommodation Services in Hospitality Industry

This report discusses the scale, size, ownership, grading, classification systems, and online review sites in the hospitality industry. It also explores the organization of front office functions and key roles within the front office department for a selected organization. Additionally, it provides insights into the importance of inter-relationships between housekeeping and other key departments. The report is based on Mandarin Oriental Hyde Park, London, which is one of the world's best accommodation services providers.

Managing
accommodation services

Table of Contents
INTRODUCTION...........................................................................................................................1
TASK 1............................................................................................................................................1
P1 Identify the scale and size of the accommodation services found within the hospitality
industry...................................................................................................................................1
P2 Explain various forms of ownership available to accommodation services.....................2
P3 Discuss the role that, grading, classifications systems and online review sites play when
potential guests look for and book accommodation...............................................................4
P4 Explain the organisation of front office functions within a variety of accommodation
services...................................................................................................................................6
P5 Discuss the key roles within the front office department for a selected organisation Roles
and responsibilities:...............................................................................................................7
P6 Review the key roles found within the housekeeping department in a selected organisation
................................................................................................................................................8
P7 Assess the importance of forecasting linen stock and other guest supplies to ensure
sufficient supply to meet demand...........................................................................................9
P8 Illustrate the importance of inter-relationships between housekeeping and other key
departments...........................................................................................................................10
P9 Examine the importance of scheduling maintenance or repair work to minimise disruption
to guests................................................................................................................................10
P10 Discuss the importance of security within a selected organisation...............................12
CONCLUSION..............................................................................................................................12
References......................................................................................................................................13

INTRODUCTION
The hospitality industry is the biggest field of business in which one of the most
important business sectors is accommodation. Which is contributing to the national and
international economical growth along with the increasing GDP (Kandylis, 2019).
Accommodation is referred to as the lodging, room or shelter which provide a satisfactory place
for the customers to stay and live. Mandarin Oriental Hyde Park, London is the world’s best
accommodation services provider. In this report, analysis and evaluation of the different types of
accommodation services, size and sales along with different types of ownership are done. An
essay further proceeds with study and analysis of classifications systems and online review sites
role in customers interaction, the role of the front office and housekeeping department
concerning best accommodation services. The role of the security and collaborative work of the
hotel services departments in context to the customers’ satisfaction is analysed. Functions of the
front office department and housekeeping department is analysed along with the evaluation of
linens forecasting and the importance of the maintenance.
TASK 1
P1 Identify the scale and size of the accommodation services found within the hospitality
industry
Global hotel chains are the type of accommodation services organization, which manage
their range of accommodation services within the different locations nationally or internationally.
Consortia is the type of accommodation and travel services managing group which provides
multiple options of accommodation services and different places.
Accommodation services are very important as they contribute to GDP by increasing the
level of profit, Mandarin Oriental Hyde Park is a large size hotel with 181 guest rooms and 589
employees (Tran and Filimonau, 2020).
Luxury services: The type of hotels accommodation services that meet the standards of
five-star level services and facilities, is considered as the luxury services organisation. Mandarin
Oriental Hyde Park in London is one of the most interactive and leading hotels which offers
luxury services. This type of accommodation service focuses on the largest customers like higher
class people or celebrities, who look for luxury services. And in context to all these types of
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customers, the hotel is managing logistic and hospitality staff for 24hour services of the
customers at a premium level.
Mid-range service- In this category three-star accommodation services are considered.
Which serve the selected facilities and not elaborate, this is the type of accommodation which
offer the balanced services of value and comfort, involving Wi-Fi, food and beverage room
facilities.
Budget services: The accommodation services which can provide essential facilities at a
limited cost in comparison to the other higher and mid-range services. This is involving the type
of accommodation services organisation that meet the normal and basic needs of the customers
regarding accommodation along with the assurance of safety and comfort. This provides clean
and comfortable accommodation services with adjustable room facilities, such as options of AC,
Wi-Fi and food.
P2 Explain various forms of ownership available to accommodation services
Various forms of ownership are available to accommodation services and are as follows:
Independently owned properties v/s chain hotel management:
Independent hotels are defined as those forms of the hotel that is independently owned and
run as well. Along with this, independently owned properties did not allow other properties to
use their name or brand. It is determined that such types of hotels primarily function in a limited
or single market. On contrary, Chain hotels are mainly a group of hotels that are operated as well
as function by the same company and owner (YAVUZ, 2021). It is analysed that chain hotels
mainly have an effective and impressive distribution network if it is compared to independent
hotels.
Advantage and disadvantages of independent properties
Advantage:
 No sharing of profit
 Control lies within the hands of one person only
Disadvantage:
 High risk as well as responsibilities
 Limited amount of money to invest
Advantages and disadvantages of chain hotel management
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Advantage:
 High flexibility in context covering absence and last-minute holidays of staff members
 High demand of customer
Disadvantage:
 High competition over rivals High cost of training
Managed: It is defined as those forms of accommodation services that has existing privately
owned hotel partners which have their renowned brand. Along with this, it is continuing to be
owned privately as it requires effectively managing the daily functions of the business.
Advantages
 Associated with well-known brand High level of customer base
Disadvantages
 Limited control over operations Managing royalties which is based on total revenue
Franchises: In this type of ownership available to accommodation services, an individual or
a group of individuals pay a fee to a regional and national chain of hotels to use their logo, brand
name and other protocols as well. Along with this, it is mainly the development of hotels through
local owners with the existing brand name.
Advantages
 High brand image Independent business
Disadvantages
 High risk
 Less control over business
Concerning Mandarin Oriental Hyde Park, it is a five-star hotel that provides five-star hotels in
the US, Chicago and many more (Lee and Cheng, 2018). In addition to this, the respective hotel
is related with many benefits that are strong reputation, high demand of customers and so on. On
contrary, it also faces many challenges that as high competition, high cost of training, high cost
of maintenance that impacts negatively on the performance of the organisation.
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P3 Discuss the role that, grading, classifications systems and online review sites play when
potential guests look for and book accommodation
There are different types of accommodation classification systems that differentiate the
organisation based on their levels of the quality services, such as the star grading, letter grading
and online review system. Which play a very important role in the attraction of potential guest
how are looking for the accommodation services (Penin, 2018). Below is the illustration of star
grading and online reviews system along with the evolution of their role in customers’
interaction.
Grading Explanation Example
1 star Accommodation services
which meet the basic needs of
the customer, along with some
selective facilities like
telephones, breakfast or TV
are considered as 1-star hotels.
Corbigoe Hotel
2 star More than the basic
accommodation services, the
hotel offers some selected
amenities. With the assurance
of comfort and affordability.
The 2-star accommodation
services provide, some
selective room services, phone,
TV, Wi-Fi etc.
OYO Boston Court Hotel
3 star Hotels which offer the more
effective and unique additional
amenities, such as 24h room
services and additional fun
area, is considered as 3-star
Central Park Hotel
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hotel.
4 star The accommodation services
organisation facilitate extra
good quality services to the
customer with extraordinary
amenities. Like laundry and
dry-cleaning, 24h room
services, good quality food etc.
Dacre Lakeside park
5 star The hotels offer premium,
quality accommodation with
all effective and attractive
guest services with the
assurance of luxury, such as
pool, sports club and gym
(Gemar and Soler, 2019).
Mandarin Oriental Hyde Park
Online review sites- A review site is the web page at which reviews are posted by the customers
about business, products or services. New customers during the process of accommodation
services search get interacted with the pre-posted reviews of the customers over the
accommodation services. Mandarin Oriental Hyde Park organisation have to make sure that
customers should get the best services and give good reviews on an organisation web page which
will further help to interact with the new customers who are looking for accommodation services.
Encourage customers to directly do the booking-
One of the most important benefits of ratings and positive reviews is that it helps to
interact with the people how are looking for accommodation services, and then encourage them
to make a booking, As per the proof of organisation good services in the form of customers
satisfactory reviews (Young, 2017).
Trends in accommodation services-
Themed and concept hotel- In the current market innovation is playing the important
role in the form of effective and interactive theme-based hotel services. Because customers are
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very interested in new and innovative specific themed accommodation services. Mandarin
Oriental Hyde Park is following the royal theme within the organisation and accommodation
services by offering luxury services in the form of an ancient royal look.
Digital trends- Currently the world of business is developing effectively with the new
technologies. Such as the accommodation services are now getting better, time punctual and
secure through, technology like mobile keys, smart rooms, booking technology optimizing.
Impact of digital technology-
Increased level of loyalty- Mandarin Oriental Hyde Park is getting the advantages of
new technology in the form of customers’ loyalty for them. Because automation in the
accommodation services and 24h services are facilitating higher satisfaction of customers.
Real-time guest insights- With the help of digital tools Mandarin Oriental Hyde Park is
easily making the analysis of customers’ needs and make efforts to meet that with in the right
time.
P4 Explain the organisation of front office functions within a variety of accommodation services
Front Office operational structure:
Functional areas of the Front Office: There are a variety of accommodation services in the
context to which the front office have to function effectively, such as booking, customers
guidance, high services etc. below is some functions of the Mandarin Oriental Hyde Park front
office department is explained.
Reservations are the primary function of the front office as this involves the schedule
dates, selection of room, length of stay and payment method's (Dieterich, 2018). Reception is
another most important functional work of the front office department, which involves the
activities like Greet to all guests, respond to their phone calls and answer to their questions and
assisting customers with check-in and check-out. guest services are front-office functions under
which the morning services of the guest with appropriate information and services is done, like
newspapers, juice and their required services to their desk. in the front office, one of the most
important functions is concierge, which covers the activities like arranging transportation, spa
services and other more services for the customers. Night Audit this is the front office function
done at the night related to the post checking of the morning work and transactions.
Front office organisational charts- In the selected organisation, due to the large
accommodation services front office organisation chart is very important, as this provides
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systematic structure or direction of orders to the employees. Below is the illustration of the front
office organisation chart and assisting role of the managers.
P5 Discuss the key roles within the front office department for a selected organisation
Roles and responsibilities:
Accommodation services organisation, front office managers roles are differentiated with
some specialisation but the common goal is customers satisfaction and management of their
information for future services promotion. Below is an illustration of some key roles and
responsibilities of front office managers roles.
Within the Mandarin Oriental Hyde Park, there are the Different functional roles of the
departments' managers, such as Front Office Manager role is to make sure that customers should
have a good experience while checking into the hotel, they have to manage every requirement of
the customers by maintaining effective coordination with another department (Yao, 2019).
The reservation Manager role is to handle the room booking services of hotels along with
several more tasks, such as fast response to the customers’ phone calls, emails, updating arrival
reports and reviewing room inventory. The reception Manager is playing the most important role,
such as they have to assure that all staff maintaining the desired level of customers services and
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they have to make a positive experience by greeting clients, Guest services Manager have to
respond to guest requests and complaints, oversees lobby operations and hotel amenities such as
they make sure the valet services, pool or spa operations. The night Audit Manager role is to
manage the overnight request of the guest and management of the day shift work or transaction
details. Head Concierge communicate directly to the guest and give all essential information
related to accommodation and other additional services.
The Front Office staff role is involving the overall management of the front office
function discussed above along with the assurance of effective services to the guest with
effective communication, they have to build a strong relationship with the guest and meet their
all needs. The skills, qualities and competencies required for different functional roles, is
commonalty involves effective communication skills and multitasking along with the attention
and cultural awareness. The importance of the role of Front Office services and the
interrelationships between the different functional areas is then management of good impression
of the organisation in front of the customer along with the assurance of their grate satisfaction.
Front Office operations relate to the overall business mission and objectives by meeting
the organisation quality and standards of hospitality services (Fukuda, 2020). It impacts the
overall experience of the customers with the hotel and its good efforts help to achieve the
organisation mission, of customers’ satisfaction with luxury services.
P6 Review the key roles found within the housekeeping department in a selected organisation
Housekeeping operational structure:
In-house housekeeping Contracted out housekeeping
The group of the housekeeping staff which is
the employees of the hotel is called in-house
housekeeping.
Under this type of housekeeping, employees
work under the hotel and follow their
standards.
But its recruitment cost and equipment
management is the limitation in comparison to
The external housekeeping services providing
company, provide the organisation or hotel,
housekeepers based on contract.
These are effective because the hotel can get
all required housekeeping services without the
responsibilities of managing housekeeping
inventories.
Security problems and the possibility of poor
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out housekeeping. cleaning (Lee and Cheng, 2018).
Roles and responsibilities:
Executive Housekeeper- There are several roles of the executive housekeeper such as
they have to recruit the housekeeping workers for the hotel and then provide them effective
training regarding cleaning standards and behaviour with the customer. They have to motivate
the staff for customer satisfactory work with the consideration of hygiene factors. They have to
manage the budget of employee recruitment and housekeeping equipment allocation. The
executive of the housekeeping department also has to make sure that they develop and manage
the effective scheduling guide for employees. They have to manage the multicultural team with
positive relationships and respect for each one culture. The service housekeeper or employees’
role is to follow the scheduling guide and front office manager instructions to meet the cleaning
needs of customers.
P7 Assess the importance of forecasting linen stock and other guest supplies to ensure sufficient
supply to meet demand
In the hospitality industry such as in the hotel, forecasting plays a very important role in
the management of sufficient supply and meet the demands of customers. This is involving the
activities like inventory analysis and customer needs analysis to build the resource's allocation
plan. In Mandarin Oriental Hyde Park, forecasting is done effectively with a computerized
maintenance system.
Managing and forecasting inventories:
This is involving management of the lines such as sheets, pillowslips, towels and other
customer facility products like bath products. Other than that there are some consumable (soaps,
shampoos, conditioners, mouthwashes, shower caps, pens, notepads) and non-consumable times
(cleaning equipment like a mop, wipers, etc.) which have to be managed according to the
customer and hotel management needs. That is important to analyse the linen need and develop
the balanced par stock levels (Sadeh and Garkaz, 2019).
Budget and control of expenses:
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Forecasting also involves the management of an effective budget for resources allocation.
This can be done with Actual costs (means the present cost of the resources and operation) and
budgeted costs (is the future cost of the related operation and resources) management.
Guest-room cleaning:
In the forecasting that is also important to inspect the guest rooms and assure the deep
cleaning, according to the cleaning standards. There should be the use of biodegradable
housekeeping equipment and green detergent.
P8 Illustrate the importance of inter-relationships between housekeeping and other key
departments
Relationship between housekeeping and the other functional departments found within
accommodation services:
In the hotel inter-relationships with the housekeeping and other functional department is
important to manage each accommodation services effectively. Such as another then the shelter
customers come to the hotel for conferences and events and when they stay they need food and
beverage to chill. So to meet all needs of customers that are important to manage the
collaboration with Front Office, Food and Beverage, Conference and Events department. A front
office and housekeeping department are interconnected as customers require the quick room and
cleaning services for which the front office manager have to inform the housekeeping executive,
which further instruct the staff for housekeeping services. The front office manager has to also
coordinate with the housekeeping department in context to the food and event department for
cleaning services needs. Food and beverage are interrelated with the housekeeping department.
As it involves the cleaning and linen management of the food processing area. Conference and
event departments provide a clean and well manage place for the meeting, with the aid of
housekeeping departments. As they coordinate to manage the cleanliness and facilities within the
conformance room (Rapapali and Steenkamp, 2019).
P9 Examine the importance of scheduling maintenance or repair work to minimise disruption to
guests.
Scheduling maintenance or repairing is important to manage the customers’ satisfaction
with minimisation of disruption to the guest. As it involves the upkeep of the various system and
components in the hotel. Such as in Mandarin Oriental Hyde Park involves the upkeep of the
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refrigeration, elevators, cable TV, phone lines, room furnishing and lighting fixtures. All these
maintenance activities help to manage good customer service without any errors.
 Routine is the type of maintenance that is done on a pre-planned basis to analyse
the prevent the problems. In Mandarin Oriental Hyde Park this type of
maintenance is involving the complete replacement of the equipment based on
time intervals without any inspection. An example is electrical, and plumbing.
 Scheduled is the type of normal maintenance activity which should be done daily
such as the room and hotel are cleaning. In Mandarin Oriental Hyde Park this type
of maintenance comes under the housekeeping department, which involving the
activities like cleaning guest rooms, cutting grass etc.
 preventive is the type of maintenance that involves the focus on inspection of the
hotel system and makes the repair or management of AC, lightings, plumbing etc.
to prevent unexpected results.
 The cost implication is the concluded amount of the maintenances expenses. For
the analysis of which KPI measures are used. In context to the selected
organisation maintenance expense is 16$.
 Room refurbishment is a maintenance activity that involves the cleaning and
decoration of the guest rooms. The relationship between the maintenance and
housekeeping departments is that housekeepers have to perform the scheduled
maintenance and help in the other routine or preventive maintenance during the
process to remove unclean things.
Importance of scheduling maintenance
 Scheduled maintenance is important for the accommodation services is that it
helps hotels to run smoothly along with increasing guest satisfaction. This is
possible because this system helps to manage things within the right time along
with the assurance of safety, cleanliness and complacence with brand standards.
The above-discussed maintenance is important for the organisation customers
disruption minimisation, as it involves the repair and management of all-essential
work which impact the customer comfort and level of satisfaction. Within the
scheduled maintenance the risk of customers disappointment related to the room
refurbishment and chilliness is can be reduced (Chan, 2020).
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P10 Discuss the importance of security within a selected organisation
Mandarin Oriental Hyde Park is very concerned about their customer's safety and
managing the different security standards along with the application of security tools. The reason
behind the security needs within the hotels in the higher class customers and risk of the
customer's harm or financial loss due to which every hotel have to make sure that they are using
security measures for their customers.
Selected organisation is using security tools like the key card for the customer security,
without which no one can enter into the room. Front office manager after-hours access to the
property to safeguard the customers. Risk assessment security plans are managed with the
analysis of all possible risks of the hotel, to prevent it, alarms are used within the hotel to give
the customers tool of security with the help of which they can alert others about the risk or
hazard, camera systems is another important tool of security with the help of which things can be
easily managed and monitored to assure customers safety. Health and Safety and fire procedures
are managed within the organisation through health insurance, first aid and fire management
guide (PANDE and CHUNG, 2017).
CONCLUSION
From the above study, it is concluded that it is important for hotels to provide effective
accommodation service to their customers as it helps them to gain higher growth and to gain the
loyalty of customers for a longer period. Along with this, there are different types of
accommodation services prevailing within the hospitality industry such as cottages, motels,
hotels and so on. Moreover, it is analysed that there are different types of ownership available
within accommodation services which are independent hotels, franchise, chain hotels and many
more. It is significant for hotels to emphasise current trends and give services accordingly as it
helps to attract a large number of customers that further leads to an increase in productivity and
profitability of the organisation. It is determined that with the help of regular monitoring, hotels
can provide timely and effective service to customers which help in attaining a competitive
advantage in the marketplace.
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