Managing Accommodation Services in Hospitality Industry - Desklib

This essay discusses the scale and size of accommodation services, different forms of ownership, role of online review sites and grading classification systems, organization of front office functions, key roles within front office department, and key roles within housekeeping department in the hospitality industry with a focus on Four Seasons Hotel. It also covers trends in accommodation services and the impact of digital technology.

Managing
accommodation
services

Table of Contents
INTRODUCTION...........................................................................................................................3
TASK 1............................................................................................................................................3
P1. Scale and size of accommodation services found within the hospitality industry................3
P2 Different forms of ownership available to accommodation services.....................................4
P3 Role that online review sites and grading classification systems play when guests look for
and book accommodation...........................................................................................................6
TASK 2............................................................................................................................................8
P4. Explain the organisation of front office functions within variety of accommodation
services........................................................................................................................................8
P5. Key roles within front office department for chosen hotel...................................................9
TASK 3............................................................................................................................................9
P6. Review the key roles found within housekeeping department in chosen organisation........9
P7. Discuss the importance of forecasting linen stock and other guest supplies to assure
sufficient supply to meet demand.............................................................................................10
P8. Assess the importance of interrelationships among housekeeping and other departments 10
TASK 4..........................................................................................................................................11
P9. Assess the benefits of scheduling maintenance and repair work to minimise disruption to
all guests....................................................................................................................................11
P10. Discuss the importance of security within the chosen organisation ................................12
CONCLUSION..............................................................................................................................13
REFERENCES..............................................................................................................................13

INTRODUCTION
Accommodation sector is one of the largest aspects being present within tourism
industry. It is the most necessary element of hospitality sector and provides different types of
services which can assure both effective convenience as well as comfort to all the people at each
point of time. Accommodation is categorised into several types like apartments, hotels, guest
houses and many more. The below essay is based on Four seasons hotel which is an international
luxury hotel headquartered in Hampshire, United Kingdom (Dębski and Borkowska-Niszczota,
2020). It is indulged with several designing rooms, fine dining, spa treatments and many more.
The below essay involves types of accommodation services which are available within
hospitality industry, role of the front office department within accommodation services,
contribution of the housekeeping department and role facilities and security which is played
within accommodation services.
TASK 1
P1. Scale and size of accommodation services found within the hospitality industry
In the hospitality sector, accommodation is indulged with several types of services to all
the individuals. Both size and scale of services is developing every day which ultimately leads to
effective level of development. When a person goes on a trip, it becomes very important that
they receive all kinds of facilities like comfortable rooms, good quality food and so on. In the
hospitality industry, the rooms as well as the services which are provided may be different in size
ratio and in the budget. The size and scope of room is affected by budgets. The scale of
accommodation may range from high end to low end which states that in United Kingdom, most
of the hotels are in the category of three star. There are three types of accommodation services
like luxury, budget and mid-range service which is further being described below: -
Luxury service: - In accordance with these services, they always target the people who
has high standard businesses, celebrities and so on. As these people has good salary and are high
paying guests so their expectations are also same like they demand efficient level of facilities
with high standards. These accommodation services are mainly provided by five or four star
hotels. In luxury services, different kinds of facilities are provided like lounges, spas, private
dining and so on.

Mid-range services: - These types of services are categorised into three star hotels. It is
involved with satisfactory staff members and do not offer any kind of elaborated services. It is
considered as the accumulation of both value of money and good comfort (Rahman and et.al,
2020). It comes under the category of mainly three to four star hotels and is neither expensive
nor the cheapest. The hotels which provides these services Wi-Fi facilities, in-room
entertainment and so on.
Limited service: - In context with these type of accommodation services, it involves
comfortable, risk-free, low-budget services which can fulfil the basis needs of customers. In
terms of this, the main target is always those people whose demand is just a comfortable stay and
nothing else.
In context with hotel four seasons, it belongs to luxury accommodation services. The
hotel provides high standard facilities like transfer services, spa, indoor and outdoor pools, club,
mini I-pads and many more. The hotel has around 500 rooms and 70 suites and besides this, it is
also involved with craft stations and banquets for wedding.
P2 Different forms of ownership available to accommodation services
The ownership of the hotel accommodation completely depends on the complexities of
ownership structure within hospitality industry. In context with different forms, it is being
described below: -
Independently owned properties versus chain hotel management
Independent hotels refers to a hotel which is carried on independently. It does not allow
any other organisations to use their brand name. In context with a chain hotel, it refers to series
or a group of hotels which is operated by the same owner or an organisation. It carries an
impressive and efficient distribution network in comparison to independent hotels (Khanra and
et.al, 2021). There are several benefits and drawbacks associated with these hotels which is
further explained below: -
Benefits and drawbacks of independent owned hotels
Advantages: -
 There is no kind of interference from other businesses.
 There is effective level of security against future aspects. All the profits which are earned is in the hands of one person only.
Disadvantages: -

 Independent owned properties are economically inadequate.
 There is high level of risk as well as responsibilities.
Advantages and disadvantages of chain hotel management
Advantages: -
 There is more flexibility in context with the working patterns and special requests. It is involved with more demands from both staff members as well as customers because
chain hotels offer high amount of incentives.
Disadvantages: -
 Chain hotels face high competition which becomes difficult for them to operate in the
marketplace.
 It also needs high training cost.
Management Contracts: - It is defined as an active privately owned hotel industry
partners which is engaged with famed brand name (Constabel and Veloso, 2020). Besides this, it
continues to be a privately owned enterprise and needs to manage regular functions of the
business.
Benefits: -
 It is engaged with high customer base. Involved with renowned brand name.
Drawbacks: -
 There is limited level of operational control.
 In order to manage royalties, it is completely based on entire revenue.
Franchises: - With respect to this type of ownership, all individuals or a team pay certain
amount of fee to both regional and national chain in order to use another hotel name, logo and
certain other prescriptions.
Benefits: -
 The brand carries high level of reputation. It is completely associated with the independent business.
Drawbacks: -
 There is less control over the business.
 There is high risk.

In terms of four seasons hotel, it belongs to chain of hotels that provides five star services
in United Kingdom. It is engaged with strong customer demand, effective motivation and many
more.
P3. Role that online review sites and grading classification systems play when guests look for
and book accommodation
As per the present time period, before booking any hotel, customer check reviews
through online sites as it helps them in selecting the accurate one and fulfil all kinds of
requirements. In hospitality industry, grading system is a very significant system as it helps in
attracting maximum number of customers and enhancing the brand image also. In context with
four seasons also, all their higher authorities needs to focus on attracting audiences and
upgrading their performance. It is essential to assure that all the issues of consumers gets solved
as it develops a positive review on all the online sites. The grading system is further described
below: -
Grading Explanation Example
1 star In context with these hotels,
they are small and also come
under the category of
independently owned hotels.
These hotels provide very
limited services and simple
one.
The Grove hotel
2 star These hotels belong to small
and medium sized and provide
inclusive level of facilities
(Grabher and van Tuijl, 2020).
They provide services like
overnight accommodation,
shower room and many more.
Garden View hotel
3 star At this level, it provides
greater quality services in
The Belgrave hotel

comparison with lower ones.
There is good level of comfort
and standardised products for
all the guests.
4 star In context with four star
hotels, it is involved with high
degree of luxury and also
effective quality in entire
furnishings and other
equipments. They provide
different kinds of services like
laundry, 24-hour room service
and so on.
The Cavendish hotel
5 star These hotels provide luxurious
accommodation services in
context with both comfort and
elegance. All food and
beverages are also provided as
per international standards.
Four seasons hotel
Online review sites: - In terms of providing accommodation services, online review sites
help in developing brand image and also initiating a positive mind set of all the guests. It is
necessary for hotel four seasons also that it receives positive reviews in order to develop
customer base and market share.
Encourage customers to directly do the booking: - Both grading and online review
sites assist organisations to encourage customers to do the booking directly from sites (Davis and
et.al, , 2020). Besides this, it also assists to let consumers know about all the offers which are
provided by hotels that creates a positive impact on all the bookings.
Trends in accommodation services: -

 Themed and concept hotels: - In context with these hotels, they are mainly established,
featured on a specific theme like on the basis of destination and so on. It is considered as
the efficient trend in accommodation service which attracts people and may be found
globally.
 Digital trends: - It is one of the latest trend which help all the hotels to attract customers
within less period of time. In terms of chosen hotel, they are able to provide real time
insight to all customers and also solve all associated issues.
Impact of digital technology: -
 Increased level of loyalty: - It is evaluated that digital technologies allows all hospitality
industry to remain in touch with all the consumers and them efficient 24-hour service.
TASK 2
P4. Explain the organisation of front office functions within variety of accommodation services
In context with the hospitality industry, the most important sector is front office
department as it is engaged with direct contact with all the guests. There are several functions
which are involved in front office like night-audit, reservation and many more.
In accordance with the function of night audit, the main role and responsibility is to
manage all financial transactions. Apart from this, they also perform the role of a desk clerk
during entire night duty. The night-auditor must have the skill to resolve issues regarding
financial terms and at the same point of time, they should have good communication skills also.
The main functional role is to help all the guests in context with their overnight requests and to
carry on all accounting operations in a smooth manner.
In context with the function of reservation, it refers to the request by all guests for
accommodation at any point of time (Keeley and et.al, 2020). The responsibilities are in the
hands of reservationists to accept and reject bookings that are done by the guests. The functional
role of reservation manager is to handle customer complaints, provide all the information related
to booking and many more.
In terms of organisational chart, it offers systematic direction regarding all the orders and
prevents staff members from being over directed. In context with all goals and objectives, each
hotel need to build up a formal structure which shows different hierarchy of management.

There are several positions in the hotel like general manager, cashier, housekeeper and
many more. In context with cashier, they manage and maintain all the guest folios. In terms of
housekeeper, the maintain cleanliness in entire room and hotel and so on.
P5. Key roles within front office department for chosen hotel
The employees of front office need to tackle all the transactions which takes place
between both guests and the respective hotel. They carry different responsibilities like ensuring
high level of customer satisfaction, implementing a guest database and so on. In front office
department, there are different positions which are involved like record keeper and many more.
In context with guest service manager, they play the role of assuring that all information
regarding guests are being provided at right period of time , efficient training is offered to guest
service staff members and handling all significant letters and mails. In relation with chosen hotel,
their guest service staff also plays the role of carrying on all the essential operations and
requirements on continuous basis and providing the guests with an exceptional stay.
In context with the role of communication manager, they need to assure that all important
mails are being sent to guests immediately. In order to avoid any kind of delay, they should use
best communication systems so that each information could be provided in a systematic way. In
context with hotel four seasons, their communication manager always assist that good
coordination is being followed within each individual.
TASK 3
P6. Review the key roles found within housekeeping department in chosen organisation
Housekeeping department refers to an operational sector that is indulged with
responsibilities like maintenance, cleanliness and so on. It is considered as one of the crucial

departments in hotels because all guests arriving at hotel expects proper management and
cleaned rooms.
The most significant role of housekeeping department is to clean all guest rooms, putting
up fresh towels and so on. They also has responsibility to clean up staff rooms and public spaces
too. In relation with chosen hotel, their housekeeping department works closely with front office
section in order to provide all related information as whether rooms are ready to be equipped or
not. In terms of the executive housekeeper, they control all the operations of housekeeping and
their workers also. They has a role and responsibility of managing entire budget for the
department. They offer different kinds of assessments and latest updates regarding what is going
on within housekeeping sector and so on.
P7. Discuss the importance of forecasting linen stock and other guest supplies to assure sufficient
supply to meet demand
Forecasting plays one of the most essential and effective role in the planning specially in
case of hotel industry. It helps them to enhance their customers satisfaction level and for doing
so requires offering them quality services as per their requirement. In case of hotels, the linen
rooms are effectively centralised and function as storage or distribution point for the clean linen.
In order to continue to satisfy the needs needs and wants of the customers and also to ensure the
required supplies to fulfil the demands managing and forecasting inventories plays an essential
role (Agyeiwaah, 2019). This includes managing the lines, uniforms, guest loan items, necessary
equipments, cleaning suppliers and necessary guest suppliers. In case of four seasons, the hotel
ensures that the necessary items are managed in order to satisfy the needs of their customers. The
hotel also ensures the use of consumable and non consumable items as per the requirements also
regularly forecast their stock level in order to effectively carry out their activity and enhance
their customers satisfaction level. As per the requirement the hotel also ensures their budget and
control expenses so that linen stock can be arranged as per the budget requirements. The
effective forecast of the linen stocks and other guest supplies such as extras towels, blankets ,
pillows and so on helps the chosen hotel to meet the demands as per the requirements
(Alrawadiehand Dincer, 2019).
P8. Assess the importance of interrelationships among housekeeping and other departments
The effective inter-relationships among housekeeping and other departments plays an
essential role in meeting the requirement of the customers and achieving desired goals and

objectives. The interrelationship among housekeeping and other department is highlighted
below:
Housekeeping and front office department: There is effective inter-relationships among
the housekeeping and front office department. In case of four season hotel, the front office
department informs the arrival of the guest in the hotel and according the housekeeping
department ensure that cleanliness of the room before the arrival of the guest. The front office of
four season hotel provide the check in and check out information of the guest to the
housekeeping department. Proper coordination among both the department helps in enhancing
the satisfaction level of the guest (Fei, 2018).
Housekeeping and food and beverages department: The relationship between the
housekeeping department and food and beverages department ensures that the quality food is
offered to the guests. The housekeeping department ensures the quality food reached to the guest
room on time as per their requirement prepared by the food and beverages department.
Housekeeping and conferences and events: in case of inter-relationships among the
housekeeping department and conference and events. The conference and events informs the
housekeeping department about any kind of events needs to be organised by the guest in the
hotel and the housekeeping department of the four season hotel ensures that required preparation
or decorations are done as per the guest requirements. Both the department ensures that the
events is smoothly carried out. (Forleo and Palmieri, 2019).
TASK 4
P9. Assess the benefits of scheduling maintenance and repair work to minimise disruption to all
guests
The maintenance in case of hotel industry is the process of ensuring that all the technical
works are carried out smoothly and effectively without any disruption. The various kinds of
maintenance includes the routine or preventive. The routine maintenance are mostly carried out
in order to ensure the up keeping of the property and are mainly done on the regular basis
including services like cleaning guest room, floor cleaning and maintaining hygiene in the hotels
also. Whereas the preventive maintenance includes ensuring the proper working of the ac, water
pipe and any kind of crack. In case of the schedule maintenance, the schedule includes the
routine inspection of the items, adjusted accordingly. Regular monitoring and inspection lead to

avoiding any kind of last surprises for the hotel management. In case of chosen hotel, room
refurbishments plays an essential role in order to improve the value and the profitability of the
hotel through enhancing the functionality of the property and also through enhancing the
efficiency of establishments (Phillips and Kuyini, 2018).
The schedule maintenance is the process of fixing a proper time and date for carrying out
all the required maintenance process in the hotel this will help the hotel in effectively carry out
their maintenance without disturbing their guest. In case of chosen hotel they follow this method
in order to enhance the satisfaction level of their guest and also will helps them in handling their
work in smooth manner without creating any kind of disruption.
P10. Discuss the importance of security within the chosen organisation
The security of the guest in any hotel industry plays an very essential role in building
strong and positive relationship with them and also maintaining their customers loyalty. Use of
security helps the guest to feel safe and secure in the hotel additionally it will also helps in
protecting the staff members from any kind of unfair practices (Rumrill and Bishop, 2019). In
order to create strong brand image in the marketplace, each hotels needs to ensure that they are
using proper security measures for their guest and staff members. In case of four season hotel,
safety and security of their guest and staff members comes as the top most priority for the hotel.
The hotel uses high end security in their hotels also cameras are installed at everywhere in the
hotel in order to ensure the safety and security of the employees and guest. In addition to this the
hotel also uses a security check at the arrival of the guest in the hotel and uses key card access
for the employees. There is no after hour access to the property without the permission also. It
helps hotel to make their guest feel safe and secure inside the hotel and allows the staff members
to work freely (Tran and Filimonau, 2020).
CONCLUSION
From the above essay, it has been concluded that the success of hotel completely depends
on the accommodation services which are being provided to audiences. There are different forms
of services like cottages, hotels and many more. Besides this, the ownership is categorised into
various parts like franchises, chain hotels and so on. It becomes significant for hotels to focus on
latest trends in order to attract maximum number of customers. Besides this, effective level of

security is also important in order to manage the hotel and provide adequate services to all the
customers.

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