Managing Accommodation Services in Hospitality Industry

This report discusses the different types of accommodation services, ownership types, grading system, and the roles of front office and housekeeping departments in hospitality industry. It also explains the significance of forecasting the stock of linen and other guest supplies for ensuring adequate supply in order to meet with demand. The report focuses on Intercontinental hotel, a multinational hospitality organization headquartered in Denham.

Managing accomodation services

Table of Contents
Introduction.................................................................................................................................................3
Main Body...................................................................................................................................................3
TASK 1..........................................................................................................................................................3
P1) Scale and size of accommodation services within hospitality industry.............................................3
P2) Different form of ownership available to accommodation services...................................................4
P3) Discuss role of grading system, online reviews while guest make booking for hotel........................5
TASK 2..........................................................................................................................................................7
P4) Discuss organization of front office functions within different accommodation services.................7
P5) Roles of front office department for selected organization................................................................8
TASK 3..........................................................................................................................................................9
P6) Roles of housekeeping department in context of selected organization.............................................9
P7) Discuss significance of forecasting the stock of linen and other guest supplies for ensuring
adequate supply in order to meet with demand......................................................................................10
P8 Illustrate the value of inter-relationships between housekeeping and other key departments within a
selected organisation to offer quality provision and services.................................................................10
TASK 4........................................................................................................................................................11
P9 Examine the importance of scheduling maintenance or repair work to minimise disruption to guests
...............................................................................................................................................................11
P10 Discuss the importance of security within a selected organisation.................................................12
Conclusion.................................................................................................................................................14
References.................................................................................................................................................15

Introduction
Accommodation services are integral part of hospitality industry. Here, services are
offered so that people can stay at a place for a particular period of time. Each & every hospitality
sector is required to maintain hygiene, clean services. In addition to this accommodation services
also help in enhancement and promotion of tourism within country (Caber and Albayrak, 2018).
Here, report comprises discussion on Intercontinental hotel which is a multinational hospitality
organization, headquartered in Denham. In following report different types of accommodation
services with role of front office and housekeeping department are discussed. Contribution of
housekeeping, security and maintenance department has also been included in the given report.
Main Body
TASK 1
P1) Scale and size of accommodation services within hospitality industry
Accommodation services refer to provide a place to stay to guest for a particular period
of time. It is a vital part of tourism sector where people often visit at tourist destinations and stay
for some duration.
Size of Accommodation sector
It is analyzed that there are numerous hotels within UK which offers accommodation
services to guests. There are nearly 45800 hotels within nation. Most of the accommodation
industry is acquired by luxury hotels. Here, 94.96% hotels fall under luxurious category. The
overall market size of accommodation industry within UK is $ 5.8 billion in 2020 (Hotels in the
UK - Market Size, 2021). There is a forecast of growth within accommodation services in near
future. In addition to this, accommodation sector also play a crucial role in employment
generation. Here, nearly 2,302,000 people are employed within hotels of country.

Scale of accommodation industry
It is analyzed that accommodation industry will grow in upcoming years with growing
number of tourist. Hospitality industry of organization is represented by hotels, guest house,
leisure which nearly contributes 4 % in GDP of UK. In 2020, there were nearly 2.38 million jobs
in hospitality industry which represent nearly 6.9% of total employment of country.
P2) Different form of ownership available to accommodation services
Ownership Type Definition Examples
Privately owned hotels This is owned by a single
owner with the support of
some investors. Here, owner
has the autonomy to take the
decision and implement those
decisions effectively.
Wedgewood hotel situated in
Vancouver. Is the best
example of such privately
owner hotel.
Leased hotels Here hotels are taken on lease
for a particular duration then
lessee hold the responsibility
of all related financial
activities.
Love hotel Leases is the
example of such hotel.

Managed hotels In this, property of hotel is
limited so it is imperative to
hire a company for the purpose
of management (Fadda and
Sørensen, 2017).
Silver Brich is a hotel
management company which
manages independent hotels of
franchise brands.
Franchises Here, hotels are run within the
same brand name. By this,
they become the part of a
renowned hotel group.
Some examples of franchise
hotels are Radisson, Marriott,
Hilton etc.
Fractional ownership In this, some fraction of
ownership is sold to other
parties. Owners can use own
share for rental pools to
generate significant income.
For example, Penticton
lakeside resort and sun peaks
ski resort.
Full Ownership Strata Units Hotels are bulid by developers
who further sale the full
ownership of particular hotel.
Fairmount, Rosewood hotels
are some well-known
examples of such hotels.
P3) Discuss role of grading system, online reviews while guest make booking for hotel
Role of grading system
System of Grading Definition System Example
1 star Accommodation
services are offered by
these hotels with
limited facilities such
as food and drinks
(Wang, Tran and Tran,
These are operated at
small level by private
owners.
School House Hotel.

2017).
2 stars Here services are
better than 1st star
hotel. They provide
good quality mattress,
food and other
services.
These are small and
medium in size. These
are equipped with
necessary resources
and offer comfortable
stay
Tartan Lodge
3 stars Along with the core
services, some
additional services
such as swimming
pool, pub are also
provided by these
hotels.
Staff is well-qualified
and efficient enough to
provide warm
welcome and
comfortable services
to guest (Milano,Cheer
and Novelli, 2019).
Ramada Hounslow
4 stars Excellent as well as
luxurious services are
offered by these
hotels. These services
are of laundry, valet
facility and more.
Each and every
activity is carried out
in a systematic way.
Here, staff is well-
known with different
foreign languages.
Edinburgh Grosvensor
Hotel
5 stars These are the highest
rated hotels that offer
luxuries amenities
with well-versed
equipments, resources
and qualified staff.
Here, accommodation
is luxurious and more
spacious. They offer
other services such as
internet, online check
in & check outs and
more.
Hilton Hotel
Role of online reviews:

In current time people are highly active over internet thus they prefer to check the
reviews rating before selecting a place to stay. Role of online sites and reviews in
accommodation industry can be understood with below mentioned points:
Convenient for customers: With these sites, customers cannot only check the reviews but
also make bookings. In addition to this, it provides significant information about product or
services offered by respective hospitality organization that is important in order to attract more
number of guests (Lojo and Li, 2018).
Changing preferences of customers: There are a lot of sites such as tripadvisor, make
my trip and more which shows the reviews of previous customers that help potential visitors in
selecting an appropriate place to stay.
TASK 2
P4) Discuss organization of front office functions within different accommodation services
Front office people are responsible to ensure a warm welcome of guest. They are required
to behave in calm and polite way and provide comfortable stay to guest by offering all the
necessary services. They carry out day to day activities and also keep an eye on availability of
room within hotel.
Hotel: Hotel offers numerous services such as accommodation, food, beverages and
more. Pre-reservation is also done by hotels for convenience of guest. Receptionist is also
appointed by reputed hotels. Here, front office worker are responsible to welcome the guest and
provide them assistance in order to ensure comfortable stay within hotel (Lombardi, Schimperna
and Marcello, 2021).
Guest house: In this, front office personnel’s are present at reservation desk and have the
responsibility to make and attend the calls. They are required to understand the requirement of
guest and offer best possible services accordingly. Here, front office people are required to look
after the arrival of customers, greet them and also make sure to provide better services till
departure.

Bed and breakfast: These accommodation providers are really small in size. Here,
facilities of overnight stay, breakfast, food and more are offered to visitors. This is generally
managed by family members where they ensure to provide best services to visitors. Here, role of
front office is to provide check-in facilities, greeting them and ensure smooth payment services
at the time of check-out (Jacobs, MacMahon and Quayle, 2018). They try to make positive
relationships with guest with positive gestures so that customer visit again.
P5) Roles of front office department for selected organization
Front office is regarded as one of the integral department of accommodation sectors.
Front office people first interact with guest and they also known as the face of hotel. They have
direct influence over visitors as they are the first who interact and communicate with guest. It
completely depends over front desk people what kind of impression they put on guest. This
impression remain last with visitors for longer duration. It is the role of front desk people to
listen as well resolve the queries of guests by providing them best possible solution. In addition
to this, they also make as well as receive calls wherein they require to address the doubts of
potential visitors. Here, major roles of front office department of intercontinental hotel are
mentioned below:
Welcome guest: It is the foremost role of front office department of respective hotel.
They are required to greet customers in best possible way. In addition to this, front office
managers need to put first impression on visitors (Gardner and Rubin, 2017). This impression
needs to be positive. Here, they are required to listen and take the complaints of guest. Further,
front office personnel’s need to offer easy check in and checkout facilities to customers.
Resolve queries of guests: Front office department make positive interaction with guest.
Here, front office people of Intercontinental hotel are responsible to address the queries of
customers in proper way. They need to listen and provide appropriate solution of queries of
customers.
Security: Front office department of respective hotel needs to ensure safe & secure
environment for guests. They need to arrange 24*7 security for guests so that they also feel
protected and safe within hotel premises. For this purpose, they need to appoint security guards,
CCTV cameras within premises.

Maintain data: Each and every person who enters into hotel firstly interact with front
office people. Here, they need to take the necessary data such as name, mobile number, address
of guest for further communication (Ren and et. al., 2018). In Intercontinental, they appoint
qualified people at front desk who take information from guest and maintain the data efficiently
to use it in future period of time.
TASK 3
P6) Roles of housekeeping department in context of selected organization
Housekeeping department plays a vital role in maintaining clean and hygienic
environment within hotel premises. Several people work within housekeeping division of
intercontinental hotel and they have different duties in order to maintain clean & better
environment. Role of housekeeping within respective hotel is stated below:
Maintain cleanliness: It is the major responsibility of housekeeping department wherein
they need to clean the floor and other areas. They are required to mope the floor twice in a day.
During current pandemic time, importance of cleanliness has also been increased. Hence,
housekeeping people of intercontinental are responsible to maintain clean atmosphere within
premises with an aim to ensure positive influence over visitors (Presbitero, 2021).
Maintain adequate level of stock: It is the duty of housekeeping people to analyze
availability of stock of linen and place order as per requirement. Hence, they need to ensure that
there is always adequate level of inventory within hotel premises for meeting with requirements
of guest in an efficient manner. In context of Intercontinental, housekeeping department is
required to evaluate current level of inventory of linen and pass the necessary information to
purchase department for addressing current market requirement efficiently.
Communication with other departments: Housekeeping department of respective hotel
is responsible to maintain proper communication with other departments such as front office,
maintenance, purchase and more. Here, the communication is essential in order to ensure smooth
functioning of business and provide maximum level of satisfaction to visitors.

P7) Discuss significance of forecasting the stock of linen and other guest supplies for ensuring
adequate supply in order to meet with demand
In hotels, linen are important for meeting with requirements of guest. Here, towels, bed
sheets, curtains and more are included in linen. These are the part of daily requirements of guests
within hotel. Demand of linen is influenced by market trend, occupancy rate, number of visitors
and many other such factors. Forecasting of linen requirement is really important for fulfilling
current level of demand of visitors. Here, forecasting helps in maintaining adequate level of linen
stock within hotel during particular period of time. In this regard, forecasting information is
given underneath:
FLOOR HAND TOWEL BATH
TOWEL
SOAP SHAMPOO SANITARY
KIT
1 5 8 7 6 6
2 5 7 8 8 9
3 10 5 10 9 10
TOTAL 20 20 25 23 25
PRODUCT DEPARTMENT FREQUENCY
Desserts Food and Beverages Daily
Bathrobe Housekeeping Daily
PRODUCT DEPARTMENT FREQUENCY
Pamphlets Marketing Quarterly
Hoardings Marketing Annually
P8 Illustrate the value of inter-relationships between housekeeping and other key departments
within a selected organisation to offer quality provision and services
Housekeeping department has to perform multiple functions in organisation. It has a
interrelationship with various other functional units as mentioned below:

Housekeeping and front office department: In intercontinental group of hotel it is very
important to have continuous exchange of information and establishment of proper coordination.
The front office department offers lists as per expected arrivals and departures that helps in
assignment of rooms as per necessary requirements (Arbanas and Žajdela Hrustek, 2019).
Housekeeping and food & beverage department: in Intercontinental group of hotels
there si coordination between housekeeping and the food & beverage department by having
proper concern for all the functions. It helps in reducing the friction that may arise in matters
such as waiters not having proper information, room services staff not having knowledge and
such other information.
Housekeeping and events: The housekeeping department has to be in direct contact with
the various prospective events that are to be held tin the organisation. In Intercontinental group
of hotels It helps the housekeeping department to remain aware of the specific requirements of
resources so that the event can be successfully executed and held.
TASK 4
P9 Examine the importance of scheduling maintenance or repair work to minimise disruption to
guests
With the changing times it become important to submit the maintenance requests when there
is delay in associations then it may lead to difficulty in providing services to the customers in
case of hospitality organisations. In context of intercontinental group of hotels the importance of
having proper schedules for maintenance or repair work to minimise disruption to guests is
mentioned below:
 In intercontinental group of hotels having scheduling maintenance or repair work to
minimise disruption to guests such as there is no unexpected breakdown and
replacements
 The overall cost is kept down as repairs are not done on emergency basis but there is
proper scheduling of work (Farahmandi, Huang and Mishra, 2020). There is focus on
reduction of reserve funds that may. The management is working with qualified
engineers and other experts for the purpose of developing a maintaining schedule that
specifies that all the routine element are routinely inspected, repaired and adjusted.

 It helps in dealing with potentially chaotic and having intelligently scheduling of
resources that are required for on time maintenance of the work (Connolly, 2017).
 In hospitality organisations when there is planned maintenance it leads to collecting of all
the information to identify and define the exact problem so that there can be planning in
detail the way work has to be executed. All the necessary parts can be timely ordered and
there can be prescription of process that is required specially to complete the work.
P10 Discuss the importance of security within a selected organisation
In case of hospitality industry the organisations have to work towards offering
effectiveness in the organisation. On intercontinental group of hotels the main focus is on
enhancing the overall monitoring of entrance & exist.
The presence of security helps in monitoring and having surveillance equipments so that
there can be response to any type of suspicious behaviour that is determined in the hotel
In Intercontinental group of hotels there are numerous ways that can help in the process
of improving and managing the hotel security, it is done by having proper surveillance software
that is well positioned that various key business areas are to be covered (Koniagina and et.al.,
2020). Further in Intercontinental the management is working towards holding of regular
meetings and there are information sessions with the staff so that they can be kept aware about
the latest developments in terms of high security in the organisation.
Here is adequate training that is offered to employees and al the staff in Intercontinental
hotel to ensure that they can stay complete safe in the situation of emergencies of evaluation and
fire or if there are instances of terror attack that may arise in risky situations.
Prevention of proper damage: In intercontinental hotel there can be prevention of
damages to property by protecting them from damages from guests.
Protection of guests: When there are proper security measures then it may help in the
course of offering additional security so that employees and guests can feel safe and at ease.
Hotel guest are at unfamiliar location so a sense of security is very important for maintaining
their level of satisfaction. Security officers are using phones, radios so that they can respond
quickly.

Quick response to emergency situations: Futures are very uncertain it is important to that
in case of emergencies there can be evacuation of guests and they can be provided with proper
protection so that the can be saved from any type of danger (Wang, Lu and Li, 2018). They are
also offered with valuable assistance in such situations to avid panic situations and help them in
having a smooth and comfortable stay in the hotel.
One of the objectives of scheduling maintained is to ensure that there is planned maintaining
that determines the way task has to be done on basis of priority and it determines the requirement
of specific activities in context of business.

Conclusion
It is concluded from the above made analysis that in context of accommodation services
hospitality organisations are playing a very important part. The most important department
includes the housekeeping department and the front office department that are majorly
responsible for overall productivity and smooth flow of functions in hotels. Housekeeping
department has a interrelationship with every functional unit that helps in offering proper quality
provisions and enhancing the present satisfaction level of customers. Scheduling of repair and
maintaining work is very important to deal with the overall description of guests. Security
measures are also very relevant so that there can be maximisation of the security of guests in the
such hospitality organisations so that they can have a secured and comfortable stay.

References
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