Managing Accommodation Services in Hospitality Sector

This document discusses the management of accommodation services in the hospitality sector, focusing on the key roles and functions of front office and housekeeping departments. It also explores the importance of forecasting linen stock and the interrelationships between departments for quality provision and services. The content covers topics such as reservation, reception, telephone operator, housekeeping duties, and coordination with other departments. The document is relevant for students studying hospitality management or related courses.

Managing
Accommodation services

Table of Contents
INTRODUCTION...........................................................................................................................1
LO 1.................................................................................................................................................1
Covered in PPT...........................................................................................................................1
LO 2.................................................................................................................................................1
P4. Explain various functions of front office..............................................................................1
P5 Key role of front office department in reference with Savoy Hotel......................................3
LO 3.................................................................................................................................................4
P6. Key roles of housekeeping department.................................................................................4
P7. Assess the importance of forecasting linen stock and other guest supplies to ensure
sufficient supply to meet demand...............................................................................................5
P8 Illustrate the importance of interrelationships between housekeeping and other key
departments within a selected organisation to provide quality provision and services..............6
LO 4.................................................................................................................................................9
P9. Examine the importance of scheduling maintenance or repair work to minimise disruption
to guests.......................................................................................................................................9
P10. Discuss the importance of security within a selected organisation.....................................9
CONCLUSION .............................................................................................................................11
REFERENCES..............................................................................................................................12

INTRODUCTION
Hospitality is one of the flourishing industry around the globe. Hospitality industry has
much boarder scope in compare to the other industries as there are only limited businesses in
other industries, but under the umbrella of hospitality sector, there are wide range of businesses.
Hospitality sector has a vital role in UK’s GDP. Accommodation sector is one of the largest
sector in the hospitality sector (Xie and Chen, 2019). The assignment thus, focus on the
management of accommodation service in hospitality sector. Various accommodation services
have highlighted in the report such as front office role and function, housekeeping services and
security function of accommodation service will also be accessed. The Savoy Hotel London, a
reputed hotel located at London is taken along with Trip advisor, an online hotel and restaurant
reservation booking service provider has considered to support our finding. The report prepared
in 4 sections that throws light on the key roles and structure of accommodation services, Size and
scope along with different kinds of ownership and at the last maintenance and security services
in accommodation services illustrate.
LO 1
Covered in PPT
LO 2
P4. Explain various functions of front office
Front office is one of departments in accommodation services having a responsibility of
greeting guests, managing security, handling room distribution and solving complaints. The
grading and impression of hotel is based on the its service provided by front office staff.
Functions of front office department in hotel are:
RESERVATION
Reservation is the first and foremost function of front officer in hote, in Savoy this part is
responsible for registering room reservations through various methods, including recording,
archiving reservation records, and modifying the appropriate time to avoid inconvenience to
guest after entering the hotel (Longart, 2020). Reservation is a crtitical function which front
office department play in hotel by ascertaining the furture room occupancies so that future guest
cannot experience any kind of hassle while onboarding on given time.
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Reception
Greeting guests, answering guest enquiries, resolving guest issues, assisting check-in and
check-out of guests, loading and unloading luggage are duties performed by receptionist in
Savoy hotel. Maintaining clean, tidy and welcoming environment at the arrival of guest at
reception is primary objective of Savoy. Reception department is the first desk where guest
interact and they lead critical role in satifying guests needs and want by their nature of empathy
and customer service oriented.
Functions of front office department in resorts are:
Telephone operator
Resort is place of recreational and leisure time period and customer can enquire anytime
to get information about the offering, hence the vital function of front officer is to handel the
telepehone enquire of a resort. The responsibility of a person over here is to manage the
incoming and outgoing calls of guests as well as resort's calls also. Resport telephonic in charge
is responsible for talking politely on calls and fulfilling every requirement asked on call.
Front office cashier
This section supervises for updating guest bills, keeping up to date cash and credit
transactions and get them settled before guest departure (Ihsan and Alshibani, 2018). resort front
office cashier also ensures the timely clearance of pending payments and dues by guests after
taking services from them.
Functions of front office department in Motels are:
Providing information to the mortorist
In a Motel, an employee in the information section is expected to provide clear
information about Motel facilities and products, and must also know the events happening inside
the hotel that had a relationship with the guests (Priyangika, Perera and Wickremanayake
Karunaratne, 2020).
Arranging parking facility for arrived guests
Motels are mainly situated on busy roadside and the only trouble which guests are
expiercing is of parking, hence the critical function that front office department are playing in
hotel is arranging parking vacilties for the guests motor vehicles.
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P5 Key role of front office department in reference with Savoy Hotel
The conman link between a customer and business is front office department as it can be
said that Front office department is the voice of a business and the place where customer interact
at first on its arrival.. The areas for which the front office (Front office, reservation, reception,
night audit and guest service managers) are responsible. For this, some of the responsibilities of
front office department are discussed below:
 The selected department is headed by the front office manager. The head takes the
responsibilities of coordinating the activities and supervising the head office and prepares
the budgets for the front office department (Jiang, Law and Li, 2020)
 Keeps an eye on the performance of the employees, so that there are no complaints by the
costumers.
 For different kind of roles related to this department several skills, qualities are required-
calmness, good manners, cheerfulness, problem solving attitude and dedication towards
work as there are several functional areas. It can be said that face of hospitality for Savoy
hotel is front office department which interacts with new customers when they visit and it
is responsible for providing them the required services, so the customer is satisfied.
 Customer service and delight is the main role played by the Front office department in
this hotel. Fluency in communication, certified course in front office operations and the
one who are capable enough to build social skills are the preference by savoy hotel for
front office department (Xie and Chen, 2019).
 To keep health relations with the guests this department is responsible. Payroll, salary of
the employees, room refunds, deposits and for many more the assistant front office
manager in the hotel is responsible. The cashier is responsible for bill generations, cash
collection and keeping a regular record of the cash.
 For answering the queries by the customers the front desk manager must be aware of all
the price and policies.
 Maintaining the relation with the guest is must so front office department makes sure that
all functions related to the customer are going accordingly so that they can build a
positive image with their customer (Jiang, Law and Li, 2020).
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LO 3
P6. Key roles of housekeeping department
Management of duties is related to housekeeping department. Duties like cleaning,
cooking, home maintenance, shopping and bill payment. Such task is performed by selected
persons hired for this. The work related to housekeeping and suitable roles are discussed as:
 A smooth running of the hotel and to take care of the guests for achieving maximum
possible ratio. In terms of Savoy hotel, the staff provides best service for rooms, deposing
the waste, dusting and vacuuming is there for healthy environment for the customers.
 Trust worthy services by the whole staff for the entire staff to create a welcome
atmosphere. Savoy hotel provides welcome drink on the entrance of new visitors, to keep
a positive environment (Jezierski, 2020).
 Regular clean is must, and this sector is care taken by the selected department. As
respective hotel, keeps regular check of the room service and hotel is well vacuumed or
not. As health of the customer, creates an impact on the hotel that is why cleanliness is
must.
 Uniform is must for all the staff in the hotel. In Savoy it was well appreciated by the
customers that uniform is showing the uniformity and decency of the employees of the
hotel.
 To manage well with loss and found properties. In reference with above mentioned hotel,
if by mistake the customer forgets any of the product at the hotel, the selected employee
submits it to the management team and when the query is being raised by the selected
customer the product is provided.
 To create a good working relation with other sectors. In specific hotel as mentioned
above there are various different activities which keeps taking place and different type of
goods are involved (Housekeeping - Introduction, Definition, Role, Responsibilities and
Layout, 2020). For example: functions taking place in the provided auditorium of the
hotel and corporate meetings also takes place. So for all these according to the
requirement of the customer the management provides all the necessary things.
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 Safety and Security is must in any business. In relevance with the hotel the security is
well managed as theft count should not be there and costumers should feel safe in the
hotel. Cameras, alarm system are well managed and are connected with the department of
managing team, so that they can keep an eye and can manage a miss happening
(Jezierski, 2020).
P7. Assess the importance of forecasting linen stock and other guest supplies to ensure sufficient
supply to meet demand
The forecast which is necessary for a firm to know when to produce the in demand
quantity at the expected time and arrange in advance all the factors of productions: raw material,
machine accessories, equipment’s and many more. Forecasting provides the demand of the
selected product in the market and in a strategic manner the planning is being done. This
provides a help to the business as you know that how much funds are required and you have
enough amount with you or not.
With Forecasting future requirements can be analysed on the basis of historical data.
Forecasting is an essential factor for a new business. On the basis of forecasting the marketer
analysis and knows that what is the exact success percent for the company and is it possible for
the provided products to face the competition or not. What is the exact possibility of creating a
demand. Profits or losses can be calculated by help of forecasting.
Estimation of final requirements is the exact financial interest; the requirement of
forecasting cannot be ignored. Without a capable capital a business is not possible. Financial
estimates can be measured in the light of likely sales and cost thereof.
Supply chain management is a confirmation provided by a company for the selected
products to the market, that the company is having the products and the products will reach the
market in fixed time (Indriyanto, Kawatak and Sahabat, 2019). Supply chain management
includes the, 'Design, planning, executing, power and observation of supply chain
activities(APICS)”. Several objectives are also there as- measure a company's performance,
substructure and many more.
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P8 Illustrate the importance of interrelationships between housekeeping and other key
departments within a selected organisation to provide quality provision and services
It has been illustrated that no single department in Savoy Hotel London can work in
isolation. Cooperation and coordination are the essence for smooth working. The housekeeping
department is just like one department at Savoy Hotel London who act as centre in the wheel of
accommodation service directly or indirectly with all the major department of hotel (Indriyanto,
Kawatak and Sahabat, 2019). This is because housekeeping department is one who is working
towards the satisfaction of the guests, and every department at Savoy Hotel London depends
upon the information they gained from housekeeping department.
(Source: Interdepartmental relation, 2019)
Housekeeping coordination with Front office
Coordination and cooperation among the housekeeping and front office must be close and
intimate, this is because housekeeping prepares room and front officer sales the room after they
are ready to move. Coordination with front office and housekeeping is important this is because
it will be tough call for font officer to sell the room until the assurance comes that t room is in
shape and readily available (Housekeeping Co-Ordination with Other Department, 2021) Front
officer also reports to the housekeeping department about the number of vacant room so
housekeeping department can do cleanness work.
Importance
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Illustration 1: Interdepartmental relation, 2019

 The cooperation with these department is so close and necessary for Savoy Hotel to
ensure in-disruptive service and proper sell of rooms in standard terms.
 Proper room management and support Savoy Hotel in preparation of occupancy report.
 To assure prompt accommodation of guest inter-relation between front and housekeeping
department is must to inform each other of changes in a room's status.
(Source: Housekeeping and the front office, 2018)
Housekeeping Coordination with HR
Housekeeping department coordinate with HR department of Savoy Hotel for the
recruitment of staff to fill the gap of taskforce, issuing of identity cards and lockers. For the
maintenance function such as compensation management and salary and performance appraisal
for motivating staff to work with more dignity (Williams, 2020).
Importance
 Helps in assuring adequate availability of the housekeeping staffs and proper utilisation
of the manpower.
 Inter-relation between HR and housekeeping department also ensure the human resource
management programme by offering reward to retain latent employees for longer
duration.
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Illustration 2: Housekeeping and the front office, 2018

(Source- Executive housekeeping, 2020)
Coordination with food and beverage department.
Restaurant, banquet and other food and beverage outlet at Savoy Hotel London requires
coordination with housekeeping department for room service. Both restaurant and kitchen staff at
Savoy Hotel London requires clean uniform on daily, thus for that they need a proper
communication with Housekeeping department (Wilson, 2018).
Importance
 Coordination with Housekeeping department is necessary for F&B department to have
proper supply of extra and special linen, other than this housekeeping may also assist
them by arranging for flower decoration for banquets.
(Source: Do and don't in F&B Department, 2019)
Coordination with maintenance department
One of the critical part of housekeeping department is to maintaining Savoy hotel and
enureses proper keeping and functioning of the furnitures and other utilities. Therefore, an
appropriate coordination with the maintenance department is necessary and maintenance
8
I
llustration 3: Executive housekeeping, 2020
Illustration 4: Do and don't in F&B Department, 2019

department will look for housekeeping department request to ensure effective regular scheduling
of maintenance and safety work at Savoy Hotel.
Importance
 Helps in keeping proper working and functioning of furniture, machines and other
utilities to ensure safety of customers.
 Supports in proper scheduling of the maintenance undertaking to avoid disruption for the
guests.
LO 4
P9. Examine the importance of scheduling maintenance or repair work to minimise disruption to
guests
Importance of scheduling and maintenance repair for Savoy Hotel are as follows- Proper arrangements of the facilities and utilities-
The role of Savoy Hotel’s maintenance department is to ensures that all the facilities,
amenities and equipment are maintaining in good condition and they are functioning smoothly. Strategic investment by the owner
Maintenance at a Savoy Hotel should be seen as strategic investment, this is because
continuous investment in repairing has direct impact not only to hotel but also on guest’s
experience to minimise disruptions to guests (Tang and et.al., 2018).
 Increase guest satisfaction-
Having routine based schedule maintenance and repair plan facilitate Savoy Hotel
London for its smooth working, increases overall guest satisfaction and helps Hotel to cut down
on large expenditure and saves staff time.
 Increasing number of ready to renting room for the guests-
It has been argued that many rooms at Savoy Hotel are vacant not because of the lack of
demand but they are not ready for renting. A Schedule maintenance and repair are necessary this
is because on an average, Savoy Hotel charge a little $140 per night, if there is problem in any of
the room, this will result in a loss of $140 each night that room need repair. Often Maintenance
and repair are being scheduled in off seasons to avoid guest disruptions (Tang and et.al., 2018). Improves operational efficiency
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Customer satisfaction is the backbone of a hospitality industry, and hotels are well known
to give leisure experience to its guests. Scheduling of maintenance and repairs thus, would try to
gives more customer Satisfaction with proper functioning and availability of resources on a right
time.
P10. Discuss the importance of security within a selected organisation
Security and safety measures are crucial for Savoy Hotel London. An accommodation
sector is home away from home for the guests who come there with assurance that they and their
belongings would be safe and secured at the Savoy Hotel in the period of their occupancy. To
maintain an effective security plan, Front officer should have a continuous coordination with
security department. Security at Savoy Hotel covers the following aspects-
Physical aspect of security:
This is mainly covering the internal and external security of the guests and staff of Savoy
Hotel. Internal security covers the safety of the luggage of guests and staff’s belonging against
theft, fire safety and tracking the unwanted guests at hotel deck. External security concern covers
ways for minimise the incident outside and inside the boundary of Hotel (Longley, 2019).
Appointing security guards and installation of CCTV camera and fencing of pool area are
various measures to reduced external security issues at Savoy Hotel. Security is the critical
aspect in Savoy hotel because it is duty of Savoy Hotel to take care of the physical aspects of
both guests and employee to not damage brand image and avoid conflicts.
Security of the people at Savoy Hotel
Security and safety of people covers the security of hotel staff and most important
security and safety of the guests of Savoy Hotel. Security of guests is the prime concern as it can
affect the business and operations of Savoy hotel because anything negative experience would
place negative review in Trip Advisor regarding safety and security of guests. For ensuring
safety of staff various measures like effective hiring, checking background of staff and tracking
previous records of staff with its last employer and identification of staff (Gardini, Ottenbacher
and Schuckert, 2020). Guests safety can be ensured by ensuring that there is efficient security at
the guest’s room, wide angle door viewer at reception. Privacy of guests are on supreme, even
the hotel staffs are briefed for not disclosing and confidential and any information of the
accommodated guest to the outsiders.
Security of the system and machineries at Savoy Hotel
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It is important to have a safety of the daily useful resources at Savoy Hotel, this is
because there are very expensive in nature and frequently buying is not possible. Main system
room should need to be closed when not in use to avoid the chances of misplaced and accessed
of the confidential information by unwanted people (Bortoluzzi and et.al, 2020).
Importance of security for Savoy Hotel
 Security is necessary to reduces the chances of illegal activities in Savoy Hotel.
 To undertake emergency steps quickly to avoid further damage in the hotels.
 Security aspects are vital in Savoy Hotel to protect physical and people aspects of the
hotels and avoid the chances of ill-brand image that might be created due to lack of
security measures.
CONCLUSION
From the above research, it has been concluded that accommodation sector is the largest
sector of hospitality industry. Customer satisfaction is the backbone of hospitality industry, thus
managing accommodation service is a vital role for Savoy Hotel. This report concludes the
various types of accommodation based on commercial and non-commercial and their grading
done based on 1-5 stars. Size and scope of accommodation were also being illustrated.
Furthermore, this report also throws lights on structure, functions and inter-relation of various
departments such as front office, housekeeping, maintenance and security.
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Housekeeping Co-Ordination with Other Department, 2021 » BNG Hotel Management Kolkata.
[online] Available through: <https://www.bngkolkata.com/housekeeping-co-
ordination/>
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