Managing Accommodation Services in Hilton Hotels

This report discusses the scale and size of accommodation services in Hilton Hotels, forms of ownership, grading and classification systems, and the roles of front office and housekeeping departments. It also covers the importance of maintaining linen stock and guest supplies, interrelationship between departments, and scheduling repair works and security measures.

Managing accommodation
services

Table of Contents
INTRODUCTION...........................................................................................................................3
MAIN BODY..................................................................................................................................3
TASK 1............................................................................................................................................3
P1 Evaluate the scale and size of accommodation services in Hilton Hotels..............................3
P2 Determine forms of ownership to accommodation services..................................................4
P3 Determine the role of grading, classification systems and online reviews which helps the
guest to book accommodation services.......................................................................................5
TASK 2............................................................................................................................................6
P4 Determine different functions of front office department in accommodation services..........6
P5 Discuss different roles of front office department in Hilton Hotels.......................................7
TASK 3............................................................................................................................................7
P6 Determine different roles of housekeeping departments in Hilton Hotels.............................7
P7 Discuss the importance maintain the stock of linen and other guest supplies to meet the
supply needs.................................................................................................................................8
P8 Determine the importance of interrelationship between housekeeping and other
departments in Hilton Worldwide...............................................................................................9
TASK 4..........................................................................................................................................10
P9 Draw the importance of scheduling repair works in the context of the selected organisation
...................................................................................................................................................10
P10 Discuss the importance of security and safety in the context of the selected organisation 11
CONCLUSION..............................................................................................................................12
REFERENCES..............................................................................................................................13

INTRODUCTION
The sustainability in the marketplace of hospitality industries largely depends on the
services they render to their customers. In hospitality industry, businesses that offers
accommodation services includes hotels, lodging, bread and breakfast Inns and other related
businesses. Hilton Worldwide Holdings Inc. is the chosen hospitality business in order to
complete the report by adding real life examples and relevant information. Hilton Worldwide
Holdings Inc. was incorporated by Conrad Hilton in the year 1919. It is a multinational business
that operates worldwide to a number of locations 6478. This hospitality business renders
offerings such as accommodation services, restaurant, gym, relaxing spas and other high end
luxury services to leisure travelers and business travelers. This report delivers information about
scale and size of accommodation services offered by the chosen organisation, kinds of ownership
in accommodation services, different functions of front office department, different roles of front
office departments, different roles of housekeeping department, it also covers the importance of
linen stock and gas supplies while offering accommodation services by the hospitality
businesses, the importance of inter-relationship between housekeeping and other departments,
the importance of scheduling maintenance work, the importance of security by the hospitality
businesses (Agyeiwaah, 2019).
MAIN BODY
TASK 1
P1 Evaluate the scale and size of accommodation services in Hilton Hotels
The accommodation services offered by Hilton Worldwide Holdings Inc. depends upon
the pricing. Wherein large rooms often incur high prices due to well-furnished and offering
features. It is fully the choice of the guests depending of what size room do they want to take and
the prices they want to pay. Hilton Worldwide Holdings Inc. has a total of 18 brands that
includes Hilton hotels and resorts, Doubletree by Hilton, Embassy suites hotel, Hilton Garden
Inn, Hampton by Hilton, Hilton grand vacations and other brands (Buhalis and et.al., 2019).
Scale of business

 Hilton resort and hotels which is segregated as upscale and offers services in a total of 32
countries, 371 hotels and 93,054 rooms in these 32 countries.
 The Embassy suites hotel is segregated under upper scale that offer services only in five
countries, 215 hotels and 51,367 rooms in these five countries.
 Hilton Garden Inn is segregated as upscale that deliver services in 19 countries, 581
hotels and 79,878 rooms in these 19 countries.
Size business
 The number of employees deployed in Hilton Worldwide Holdings Inc. as per 2020
record reflected about 1,41,000 employees.
 The number of employees deployed by the association in the year 2019 were 1,73,000.
 In the year 2017 the record reflected about number of employees were 1,63,000.
Scope of business
 Talking about the revenue generated by Hilton Worldwide Holdings Inc. record reflects
about £3.101 total revenue incurred in the year 2020.
 £6.805 the total revenue incurred in the year 2019
 total revenue incurred by the association was £6.5232 in the year 2018 (Common, Flynn
and Mellon, 2016).
P2 Determine forms of ownership to accommodation services
The kinds of ownership can be segregated as per managed franchisee model, privately
owned, operated and leased. Different types of ownership mainly depend upon the access to the
offerings granted by the hospitality businesses. Hilton Worldwide Holdings Inc. delivers
managed and franchised accommodation covering luxurious customer experience.
Accommodation services are managed or franchised by the independent operators and
companies in Hilton. Franchising is the most commonly used business practice specially in
hospitality industry, wherein the hospitality businesses are majorly benefited by saving the cost
incurred for maintenance and other overhead cost of the franchised properties. Hilton maintains
licensing agreements with the selected franchisees in order to operate the business as per the
determined standards of the company. Apart from that, there are different flagship properties and
other properties such as airports, resorts that are corporately managed (de Kervenoael and et.al.,
2020).

P3 Determine the role of grading, classification systems and online reviews which helps the
guest to book accommodation services
In todays advanced technological era, internet has become just like a basic amenity in a
common man’s life. The role of grading, classification system and online reviews becomes
important especially in today’s generation with the growing reliance of people over the internet
platforms. Talking about the online review wherein the experienced customers adds their own
opinion which can be positive or negative about the brand over the internet, within few seconds
this feedback or opinion about the brand reaches to millions and millions of customers. A
positive online review might establish a strong brand reputation on the other end a negative
review might destroy the brand reputation. In order get positive online reviews about the brand
Hilton emphasis to deliver luxury and quality customer experience (Kansakar, Munir and
Shabani, 2019).
Classification system
One-star
One-star accommodation services are generally for people who wants to take services at reduced
prices and ready to compromise the quality and experience. One such example of one-star hotel
is Corbigoe hotel, which is best preferable for customers with low-budget.
Three-star
Three-star accommodation services are for people who are ready to pay high prices and in return
expects quality experience. One such example of three-star hotel is London House hotel in UK
that offers better quality services at higher prices than the other one star hotels in the country.
Five-star
Five-star accommodation services are for people who are ready to pay hyped prices and in return
expects luxuries experience. One such example of five-star hotel is Hilton Worldwide Holdings
Inc. that delivers luxury services to its international customers (Kim and et.al., 2018).
Grading systems

Grading systems is somewhat meant by adding ratings of different brands over the internet. It is
more similar to adding reviews wherein grading can be justified as giving ratings such as two
stars out of five stars by the customers who have taken the services of the specific brand. When a
brand collects major number of good ratings, it reflects the quality offerings of the brand and
helps other customers to know in detail about the specific brand. Hilton Worldwide Holdings
Inc. emphasis on acquiring good ratings by the way of delivering loyal and luxury services to the
customers (Langvinienė and Daunoravičiūtė, 2015).
TASK 2
P4 Determine different functions of front office department in accommodation services
The functions and major operation of front office department for accommodation services
in context of Hilton Worldwide Holdings Inc. is briefed below:
Customer relationship
Customer relationship plays an important role for attracting both existing and new customers for
taking the services of the brand. Hilton Worldwide Holdings Inc. focuses to maintain improved
pre-and post-customer experience. One such way that the association uses is by adopting
technology such as CRM software by gathering relevant information to directly engage with the
target prospects.
Guest service
The front office department in Hilton Worldwide Holdings Inc. has to ensure that the guests are
offered proper services by maintaining cleanliness and hygiene, clean linens, food and beverages
and other quality services to the guest.
Update room status
The front office department have to frequently update the room status showing vacant or
occupied to the customers so that they do not feel any inconvenience while booking online (Lu
and Kandampully, 2016).
Telephonic operation

Front office department in Hilton Worldwide Holdings Inc. has to conduct telephonic operation
by responding to the concerns of the guest and other customers.
Enquiry
The role of front office department lies to respond custom enquiries and complaints so that the
customers feel reliable enough to take pre-and post-experience.
P5 Discuss different roles of front office department in Hilton Hotels
The roles of front office department in context of Hilton Worldwide Holdings Inc. are
discussed below:
Guest registration
Guest registration is one of the role of the front office manager in Hilton Worldwide Holdings
Inc. wherein the front office manager has to allot the rooms to the guest who are booking both
via virtually and physically by maintaining a complete database of the registrations and the
rooms occupied or to be allotted to the guest (Nieto-García, Muñoz-Gallego and González-
Benito, 2017).
Guest database
Maintaining guest database is the most important role of front office manager in Hilton
worldwide. In order to maintain the guest database, the front office manager in Hilton
Worldwide Holdings Inc. uses customer relationship management software or CRM that helps
to store and maintain complete record and relevant information about guest, it promotes one-on-
one communication with each customers and helps the association in different other ways such
as evaluating the number of customers reach, sales of the business, delivering marketing
objectives, maintaining customer relationship, evaluating the financial capabilities of the
business and so on (Peters, M., Kallmuenzer and Buhalis, 2019).
Finance
Front office manager in Hilton Worldwide Holdings Inc. have to gather complete cash flow
information and deliver it to the finance department in order to prepare financial statements of
the business.

TASK 3
P6 Determine different roles of housekeeping departments in Hilton Hotels
The role of housekeeping department in Hilton Worldwide Holdings Inc. as discussed
below:
Cleanliness and hygiene
The housekeeping department is mainly deployed to maintain cleanliness and hygiene in the
hotel. Housekeeping department have to ensure that proper hygiene measures at taken including
clean and spotless bed sheets, clean washrooms, frequent room services and so on (Priporas and
et.al., 2017).
Laundry requirements
The housekeeping department in Hilton Worldwide Holdings Inc. has to manage role of
laundering clothes of guest and staff.
Safety and security
The housekeeping department is also deployed to ensure that there are proper safety measures
taken by the association in a way by monitoring all the staff and the present guest activities or
identify any other threats and concerns in the hotel.
Timeliness
The housekeeping department Hilton Worldwide Holdings Inc. has to ensure that all the services
to the customers are offered in the right time and right place such as food services, providing
linens, room services and other related customer requirements are met timely (Tosun, Dedeoğlu
and Fyall, 2015).
P7 Discuss the importance maintain the stock of linen and other guest supplies to meet the
supply needs
Just the way any other functional activities, maintenance of linen stock and other guest
supplies play an important role for managing hotel business activities. The housekeeping
department in the Hilton Worldwide Holdings Inc. collaborates with other functional
departments in order to maintain linen stock availability and other guest amenities in the hotel.

Further, the importance of maintaining stock of linen and other guest supplies are discussed
below:
Delivering value to the Guest
It is no brainer that maintaining proper availability of guest supplies such as bed sheets, table
clothes, napkins, bathing soap, shampoo and other essentials in the rooms, restaurant, kitchens,
bars, and other functional units of the hotel. The housekeeping department has to always
maintain a suffice stock of all the amenities required to both customers and the hotel for
managing different activities. The availability of require amenities and supplies to the guest,
helps to deliver value to the guest as then they do not feel inconvenience rather feels valued and
comfortable in the hotel (Wang, Miao and Mattila, 2015).
Attract customers
When the business delivers value to the guest, it not only retains existing customers but also
attracts new customers. Delivering value to the customer is only possible when there is suffice
availability of linen and other guest supplies. The front office department in Hilton Worldwide
Holdings Inc. maintains the availability of such supplies that best matches the demand of the
customers. Further, availability of all the guest supplies helps to last a loyal picture of the brand
in the mind of the customers as they remember the clean linen and availability of required
supplies in the hotel that satisfies their expectations, further, attract both existing & new
customers to purchase the services of the brand.
P8 Determine the importance of interrelationship between housekeeping and other departments
in Hilton Worldwide
The interrelationship of housekeeping department and other functional department in
Hilton worldwide can be explained as:
Housekeeping and front office department
Housekeeping and front office department collaborates with each other in order to exchange
relevant information between the departments. The front office department delegates different
duties to the housekeeping department as per the requirements raised. The housekeeping
department has to also deliver information pertaining to all the activities conducted by the

department pertaining to the number of rooms cleaned, number of rooms left to be clean,
laundering activities and others (Wood ed., 2015).
Housekeeping and Food & Beverage service department
The housekeeping and Food & Beverage service department collaborates with each other in
order to manage the business functioning. The housekeeping department exchange information
pertaining to laundering, cleanliness, delivering the food and beverages to the customers and
other activities. Housekeeping department also needs to maintain cleanliness pre-and post-
services offered by Food & Beverage service department to the customers.
Housekeeping and human resource department
The Human Resource department collaborates with housekeeping department in a way that
human resource manager in Hilton worldwide deploys skilled workforce in the housekeeping
department. Moreover, the HR manager designs complete framework of each task to be
performed by different individuals. The employees in the housekeeping department
communicates the concerns and issues, information pertaining to salaries and wages to the HR
manager in Hilton worldwide. HR manager in the Hilton worldwide is also responsible to recruit
the best and skilled competent workforce in the housekeeping department and other functional
units and ensure maintaining positive working environment.
Housekeeping and purchase department
Housekeeping department communicates requirements of all the amenities and supplies such as
napkins, mobs, linen, tools and other supplies to the purchase department. Further, purchase
department helps the housekeeping department to carry functioning and to maintaining
availability of suffice stock in the hotel (Yang, Huang and Shen, 2017).
TASK 4
P9 Draw the importance of scheduling repair works in the context of the selected organisation
Importance of schedule and repair work in Hilton worldwide can be explained as
Customer satisfaction

Scheduling the repair works satisfies the guest as the guest majorly prefers noiseless ambience
that refreshes their mind and improves customer experience in the hotel. Hilton worldwide
promises to deliver luxurious experience to the customers further scheduling repair work helps
the association to draw the attention of the customers, improves communication and enhanced
customer experience.
Productivity
Repair works often creates environment that distracts the guest and the working staff with too
much noise, dirt and pollution in the environment. Executives in schedules repair work
separately by isolating the place of repair so that the working staff and the guest does not get
distracted by the noise and the pollution created by the repair work. Hence, a calm environment
drives positivity and productivity in the business that enhances customer engagement and
smoothly carrying other operational activities of the business.
P10 Discuss the importance of security and safety in the context of the selected organisation
Practicing safety and security measures in the workplace plays a vital role for conducting
business activities. Safety and security is required for both business and the customers. Hilton
worldwide takes different measures to deliver safety from both physical and cyber-attacks. In
order to maintain physical safety and prevent physical harms and attacks, Hilton worldwide
maintains standard safety norms and policies in order to ensure that there it is proper safety
standards followed in the organisation. The working staff are being well trained and guided
about the safety norms that every individual in the organisation have to adhere. Apart from that,
the working staff should also report any such physical attacks, crimes and harm caused by any
individual in the organisation. Hilton worldwide also maintains measures in order to maintain
safety and security in virtual platforms such as maintaining firewall and other approaches to
prevent data theft of both customers and business. Further, the importance of safety and security
in the context of Hilton worldwide can be discussed as:
Brand goodwill
Most importantly taking measures of safety and security helps to establish a strong brand
goodwill in the market place wherein the customer feels reliable about the organisation and
continues to take the services of the organisation.

Market positioning
Hilton worldwide ensure safety and security in the workplace that helps to establish a strong
market positioning as physical and cyber-attacks caused to or by any business organisation may
damage the goodwill and further cause loss of profitability and market positioning of the
business. Thus, to prevent all such uncertainties Hilton worldwide takes appropriate safety
measures in order to ensure safe and secure working environment.
Operating the business ethically
It is the sole responsibility for businesses to adhere to all the legal norms framed by the
government of UK for maintaining safety and security in the business organisation. Hilton
worldwide complies with all such legal norms for delivering health and safety to both employees
and guests in the workplace in order to operate the business activities in the most legal and
ethical manner.
CONCLUSION
To the end, it can be seen that the major profitability of hospitality businesses varies upon
the kind of services they offer to their customers. The hospitality businesses must cover different
roles and functions divided into units and subunits in order to operate the hospitality businesses.
Apart from that, hospitality businesses must also ensure the quality of services, safety and
security to the customers. The businesses must also work on improving brand identity to
establish a strong reputation in the marketplace by grading, classification system and online
reviews over the internet platforms. At last, it can be said that it is vital that hospitality
businesses like hotels must ensure hundred percent quality and security with differentiated and
uniqueness of the services they offer to the customers.

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