Managing Accommodation Services in Hospitality Industry

This report discusses the importance of managing accommodation services in the hospitality industry, with a focus on Hilton International Hotel. It covers the scale and size of accommodation services, different forms of ownership, grading and classification systems, and the roles of front office and housekeeping departments in managing accommodation services. The report also emphasizes the importance of forecasting linen stock and other guest supplies, and the interrelationship between housekeeping department within the organization to provide quality provision and service.

Managing
accommodation services

Contents
Contents...........................................................................................................................................2
INTRODUCTION...........................................................................................................................1
MAIN BODY..................................................................................................................................1
P1. Identify Scale and size of accommodation service found in hospitality industry.................1
P2. Examination of different forms of ownership available on accommodation service............2
P3. Discussion of role of grading, classification systems and online review..............................3
P4. Examination of organisation of front office function in variety of accommodation service 4
P5. Discussion of key roles within front office department for organisation..............................5
P6. Review of key roles found in housekeeping department in organisation..............................6
P7. Assessment of importance of forecasting linen stock and other guest supplies in order to
ensure sufficient supplies to meet demand..................................................................................6
P8. Illustration of importance of interrelationship between housekeeping department within
organisation to provide quality provision and service.................................................................7
P9. Examination of importance of scheduling maintenance or repair work to minimise
disruption of progress..................................................................................................................8
P10. Discussion of importance of security in organisation.........................................................8
CONCLUSION..............................................................................................................................10
REFERENCES..............................................................................................................................11

INTRODUCTION
Accommodation service is one of important service which plays important roles in
enhancing experience of customers to visit a place. Managing accommodation service is one of
important task in hospitality industry (Brochado and Pereira, 2017). In managing
accommodation managers of company needs to deal with human resource, inventory and budget.
In includes various department including front office department, housekeeping department, food
and beverage department, kitchen department and many more. This project report includes study
of Hilton International Hotel which is an American Hotel chain. This organisation is established
in the year 1919 by Conrad which is offering their service in hospitality industry. In includes
explanation of different types of accommodation service available in industry. In this, discussion
of various role of front office department in accommodation service is also discussed as they
play very important roles in order to manage service effectively. Accommodation services
includes assessment of contribution of housekeeping department which provide effectiveness of
these services. Moreover, it also discusses exploration of role facility and security.
MAIN BODY
P1. Identify Scale and size of accommodation service found in hospitality industry
Hospitality industry is referred as the wide category of service industry which is involve in
providing various services to their customers such as food and drink services, travel and tourism,
restaurant, hotel and lodging. Concept of accommodation is defined as various facilities such as building,
lodging as well as room that are provides shelter to an individual for stay, live and sleep (Brochado and
Rita, 2018). Accommodation is being classified in various types that are offered by the hospitality
industry through hotel, resort, motel and hostels. Basically, accommodation is the activity that provides
accommodating services to customer to satisfy their needs and requirements in order to enhances their
experience with organisation. Scale and size of accommodation services are mentioned below:
size of hospitality industry can be understanding through analysing the contribution of industry in
world economy. It contributes 6.5 trillion dollars of total business of world. Hospitality industry
contributes in UK GDP by 11%.
World-class services: In this category of accommodating services luxury hotels are included
which targets top business executives, high ranked politicians and entertainment celebrities as their
primary market. They offer higher scale restaurant, lounge and dining services to their customers.
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Mid-range services: In this accommodation services mid-range hotel services are included that
attracts largest part of travelling people. These hotels do not contain elaborated services as well as
adequate staffing. These hotels offer food and beverages, uniformed services, in-room services as well as
other facility to their customers in order to enhance their experience with organisation.
Budget or limited services: These type of accommodations provides conformable, clean, safe as
well as inexpensive room services to their guest to meet their basic needs. These hotels are for budget
minded travellers who demand for minimum services room and comfortable stay without any additional
cost for costly services.
P2. Examination of different forms of ownership available on accommodation service
There are different types of ownership and affiliation like independently owned
properties and chain hotel management including franchise, referral groups and management
contracts. These forms of accommodation service are as follows:
Independently owned properties: This is one of hotel ownership which provide
freedom to owner and also includes high risk. In this, owner of hotel is free in order to make any
decision related to staff, growth and operational structure of company but they do not get any
advantage of brand. In this marketing efforts and research is to be built from ground by owner.
Hotel chain Management:
Management contracts: Management contracts refers to hotel management organisation
which are operating properties owned by other person or entity. There are some cases where
hotel owners arrange other person to run their properties through management contracts who has
specialisation in hotel management. There is basically tow reason behind doing that owner does
not have skills and expertise or does not has any desire to be involve in hotel management.
Franchise: Franchise is another method of owning of accommodation service which has
its own advantage as well as disadvantage. It method get various benefit like getting recognition
of name of brand in minds of consumer (Fox, and Whittlesea, 2017). It is one of business model
as well as national marketing but owner is depending on name of brand for their business. In this
situation, if brand is losing their image and popularity, owner of business also needs to face
losses. In addition to thus, this operation is getting limited growth operations.
Referral group: Referral hotel is another operation of hotel ownership which operates
independently but also maintain affiliation in given chain. In order to say in this type of chain,
business needs to meet minimum criteria.
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P3. Discussion of role of grading, classification systems and online review
Classification system:
Classification system of hospitality industry is divided on different basis in different
country. In Europe, it is divided on basis of quality of service offered by company. In US, it is
divided on basis of facilities, money values and others things. In UK, it is divided by on basis of
Scale of starts which consist ratio of 1 to 5 stars. In this, 1 star is representing poor quality of
service and five star representing best quality of service. Grading refers to ways which access
things about good and bad service provided by hotels and classification is one of ways which
contain rating though stars from letter A to F.
Impact of online reviews:
Online review is important for any business as it create impact on decision making of
customers (Häggman-Laitila, Salokekkilä and Karki, 2018). Customers before going anywhere
check review about company which is given by other company like TripAdvisor and customers
related to service, behaviour of staff, satisfaction of customers and many other things. If
company is not having good review, then customers are less likely to visit that place and it also
create impact on market image of company.
Role of grading, online reviews, grading
Online review, classification system and grading plays an important role for business as it
provides description about service, facility, quality, products, service and many other things to
customers. This allow customers to made good decision and better plan for hotel. Hilton
International Hotel is one of organisation which has good review posted on sites like
TripAdvisor related to their facility, customer’s satisfaction and other things. This provide
assistance to increase loyalty of customers towards hotel. There are numbers of people who are
using social media through which they are connected various people. If a person is planning to
go anywhere, they are checking review of people related to their hotel.
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P4. Examination of organisation of front office function in variety of accommodation service
There are different function to be played by different people working in front office
department. Some of these function of front office department in Hilton International Hotel are
as follows:
Reservation: Reservation is one of important function in hotel business in which
employees needs to deal with various request sends by customers for booking accommodation
service (Harkison, 2018). These request is sending by customers by using different mode like
emails, telephone, website of company and any more.
Reception: Reception is another function of front office department which is dealing
with guest directly. These people welcoming guest in friendly and professional ways. This
acquire important information about guest and also assigning room to guest.
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Guest Service: It is another function which is provide customer good experience in
hospitality industry. These people help to build good relation between organisation and its
customers. It also helps to improve experience of customers in stay in hotels.
Concierge:
Night Audit:
P5. Discussion of key roles within front office department for organisation
There are different people working in front office department who has different roles and
responsibility in an organisation (Ivanov, Webster and Seyyedi, 2018). These people include
front office manager, reservation manager, reception manager, night audit manager, guest service
manager and many more. Some of roles and responsibility played by these people in front office
department are as follows:
Front office manager: Front office manager is a person who has responsibility for
making various supervisory decision related to front desk in a hotel. Other than this, front office
managers also need to maintain good occupancy in hotel. Front office managers in Hilton
International Hotel needs to manage and providing training to their front office team. They
ensure friendly and professional behaviour with guest also needs to deal with guest in handling
their complaints.
Reservation manager: Reservation manager is one of manager who is responsible for
accepting request from guest for accommodation. Reservation manager are those employees who
is responsible for managing request and accepting or rejecting reservation request made by
different guest. Guest are using different modes for sending request including letters, email,
telephone and many more.
Reception manager: Reception manager is a person by providing direction and
leadership to team of reception (Kandylis,2019). This section is welcoming guest on their arrival
in and also procuring various important information from guest in order to complete registration
process. They also assign rooms to guest and also sending various notification slips to concerned
department.
Head Concierge: Concierge head is an employee who provide various information as
well as personalised services to their guest including dinner reservation, tour and travel
arrangement and obtaining tickets. These people player’s various roles like making reservation,
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arranging transportation for guest and also providing information to guest relates to local places,
art show or photo exhibition.
P6. Review of key roles found in housekeeping department in organisation
Housekeeping department is one of department which is in hospitality industry which has
responsibility related to aesthetic upkeep, cleanliness, maintenance of public area, rooms,
surrounding as well as back area (Kenesei and Stier, 2017). This department player’s various
roles and responsibility in Hilton international Hotel which are mentioned below:
Managing HR concern: Housekeeping department is one of department which needs to
manage human resource concern as they need to maintain high turnover in organisation.
Executives of this department is recruiting and selecting various employees in order to have
employees to perform various task of housekeeping department. Executive of this department is
also responsible for providing training to employees in order to improve their work. They also
improve motivation of employees in order to enhance satisfaction.
Managing and forecasting of inventories: Housekeeping department needs to ensure
some inventories in organisation including towels, soap, shampoo, bad sheet, pillow and many
more. It is important to manage and forecast inventories for conducting smooth service in Hilton
International Hotel. As it improves satisfaction of customers with company and as enhance their
experience.
Managing multicultural team: Housekeeping department also needs to manage
multicultural team as international organisation is hiring employees from different countries
which create problems of cross culture in organisation, so housekeeping department is managing
multi culture team in organisation of Hilton International organisation.
Budget as well as control of expenses: Employees of housekeeping department also
needs to maintain budget for their department and control of various expenses of company
(Mackellar and Nisbet, 2017). They need to ensure optimal utilisation of resources in their
department and ensure there is no wastage of resource at hotel.
P7. Assessment of importance of forecasting linen stock and other guest supplies in order to
ensure sufficient supplies to meet demand
Forecasting linen stock as well as other guest supplies in organisation is one of important
task for housekeeping department. It plays important role in business as it as it is important for
satisfaction of customers and also enhance experience of guest. These supplies include towel,
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bedsheets, pillow, soap, lotion and many other things. It is important for various reason which
are as follows:
Increasing customer satisfaction: forecasting linen stock and other guest supplies is one
of important task as it helps to improve satisfaction of customers. With this forecast, employee of
hotel is able to provide necessary supplies to guest which is important for them to stay in hotel
rooms.
Improve brand image: Providing good service and other necessary supplies helps to
improve image of company in mind of customers (Naletova, 2017). It improves customer’s
satisfaction which directly linked with image of brand. Increasing satisfaction of customers
results in increase brand image for Hilton International Hotel.
Avoiding wastage: Forecasting linen and guest supplies helps to avoid wastage in an
organisation. Avoiding wastage helps to reduce cost of company which helps them to reduce cost
of company.
Linen Inventory management: Linen management includes different linen which gelps to
maintain management of linen. There are different types of linen which are as follows:
Bath Linen: Bath linen is one of which includes towels, bath robes, napkins, bathmats,
shower curtains and many more.
Bed Linen: Bed Linen is one which consist bedsheets, protector, curtains, pillowcases
and many more.
Food and beverage Linen: Food and beverage linen is one of linen which includes table
cloths, runners, napkins, slip clothes, frills and many more.
P8. Illustration of importance of interrelationship between housekeeping department within
organisation to provide quality provision and service
Housekeeping department is one of important department in hospitality business as it
involves with other department in order to maintain efficiency of work and also to meet
satisfaction of customers. There are various department in Hilton International Hotel which helps
to ensure smooth operation. These department includes front office department, housekeeping
department, food and beverage department, sales and marketing department. All these
departments are working for common goals of Business and plays important roles but there is
interrelationship between these departments. Interrelationship between these department of
Hilton International Hotel are as follows:
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Housekeeping and Front office department: Housekeeping and front office department are those
departments who are inter depended on each other (Piat, Seida and Padgett, 2019) Housekeeping
department ensure cleanliness in Hilton International Hotel and ensure space of front office is
always clean as it create good impression in minds of customers. Front office department provide
continuous information about booking of guest room so that housekeeping department maintain
room before arrival of guest.
Housekeeping and food and beverage department: Housekeeping department is also
interconnected with Food and beverage department which helps them to provide good service to
customers. Housekeeping department ensure proper satisfaction of demand and ensure guest
does not require anything. This department also ensure cleanliness in food section of hotel
which helps to increase satisfaction of customer.
P9. Examination of importance of scheduling maintenance or repair work to minimise disruption
of progress
Maintenance helps to enhance satisfaction of customers along with their experience.
Hilton International Hotel is ensuring proper repair and maintenance to customers which provide
comfortable stay which helps to enhance experience of customers and also helps to enhance
experience of customers. It also helps to increase word of mouth marketing in which guest is
recommending their friends and family members about service of company. Scheduling repair
and maintenance is one of important thing which are as follows:
 Scheduling of maintenance and repairing helps Hilton International Hotel to manage their
operation effectively and also estimate system breakdown.
 It also helps to reduce additional cost of company and manage functionality in premises.
Scheduling repairing and maintenance helps company to increase satisfaction of
customers and also reduce probability of unexpected changes in room which helps to maintain
stability in process offer by company. Repairing work cannot be done in emergency and should
be done on regular basis which helps to reduce reservation of funds and also helps to reduce
problems. It also helps to increase effectiveness of premises by using certain practices and using
clinical equipment.
P10. Discussion of importance of security in organisation
Proper, effective as well as reliable workplace security for any organisation that facilitates
organisation to reduce the liabilities of compensation, social security expenses and insurance that are paid
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by the organisation to their stakeholder. Hilton organisation ensures various security measures within
organisation that enhances organisational brand image in market and attract customers as well. Respective
organisation maintains three major security issues in organisation such as staff safety, protection of data
and other confidential information and assets safety (Spenceley, Snyman and Eagles, 2019). It
facilitates organisation by avoiding risk at workplace and maintains effective working environment that
boost business performance and profitability. Security is very important aspect that helps Hilton
organisation to protect business and its customer information from any external impacts.
Security is important for organisation to defence business against various security risk that
impacts business performance and functionality. It facilitates organisation through maintaining customers
trust and loyalty. Business requires high security aspects that help organisation to perform various
operations and activities in well-defined manner. If organisation involve various security measures in
business activities than it can response to threat in efficient manner. Respective organisation compile
various security such as access control, surveillance, alarm system and security lighting that protect and
safeguard employees as well as organisational assets and valuable information form damage, loss and
theft. Through maintaining security within organisation, It can attract customers and ensure business
sustainability in competitive business environment.
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CONCLUSION
From above mentioned project report, it can be concluded that managing accommodation
service effectively enhance experience of customers. There are different size and scale of service
which includes work class service, mid-range service, budget and limited service. There is
various factor which create impact ion decision making of customers. These factors include
grading, classification system and review on website of company. Customers are more likely to
visit place here customer are giving good review about service of company. There are different
department in hospitality industry which plays important roles in managing accommodation
services. It includes front office department, housekeeping department, kitchen department and
many more. Front office department include different function including front desk, reservation,
guest service, reception and many more. Different people working in different function are
playing different roles which are important to manage and run organisation effectively.
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REFERENCES
Books and Journals
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Brochado, A. and Rita, P., 2018. Exploring heterogeneity among backpackers in hostels. Current
Issues in Tourism, 21(13), pp.1502-1520.
Fox, J.R. and Whittlesea, A., 2017. Accommodation of symptoms in anorexia nervosa: A
qualitative study. Clinical psychology & psychotherapy, 24(2), pp.488-500.
Häggman-Laitila, A., Salokekkilä, P. and Karki, S., 2018. Transition to adult life of young
people leaving foster care: A qualitative systematic review. Children and Youth
Services Review, 95, pp.134-143.
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.
Ivanov, S., Webster, C. and Seyyedi, P., 2018. Consumers' attitudes towards the introduction of
robots in accommodation establishments. Tourism: An International Interdisciplinary
Journal, 66(3), pp.302-317.
Kandylis, G., 2019. Accommodation as displacement: Notes from refugee camps in Greece in
2016. Journal of Refugee Studies, 32(Special_Issue_1), pp.i12-i21.
Kenesei, Z. and Stier, Z., 2017. Managing communication and cultural barriers in intercultural
service encounters: Strategies from both sides of the counter. Journal of Vacation
Marketing, 23(4), pp.307-321.
Mackellar, J. and Nisbet, S., 2017. Sport events and integrated destination development. Current
Issues in Tourism, 20(13), pp.1320-1335.
Naletova, V., 2017. How travelers choose accommodation online.
Piat, M., Seida, K. and Padgett, D., 2019. Choice and personal recovery for people with serious
mental illness living in supported housing. Journal of Mental Health.
Spenceley, A., Snyman, S. and Eagles, P.F., 2019. A decision framework on the choice of
management models for park and protected area tourism services. Journal of outdoor
recreation and tourism, 26, pp.72-80.
Waterfield, B. and Whelan, E., 2017. Learning disabled students and access to accommodations:
Socioeconomic status, capital, and stigma. Disability & Society, 32(7), pp.986-1006.
(Waterfield ,and Whelan, 2017)
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