Analysis of Hotel Industry and Housekeeping Functions

The given document is an assignment on the hotel industry that delves into various aspects such as service innovation in the hotel industry, corporate ownership and environmental proactivity, and housekeeping functions in the hospitality industry. It also includes a case study of the hotel industry in Vietnam, which provides insights into service quality and customer satisfaction. Additionally, it touches upon the relevance of professional training to healthcare housekeeping aides through SAP-LAP inquiry. The document is likely from a business or management course and aims to provide students with a comprehensive understanding of the hotel industry's dynamics.

Managing Accommodation Services

Table of Contents
INTRODUCTION...........................................................................................................................2
TASK 1............................................................................................................................................2
P1 Scale and size of the accommodation services ......................................................................2
P2 Different forms of ownership available to accommodation services ....................................3
P3 Role that grading, classifications systems and online review sites play while booking
accommodation............................................................................................................................3
TASK 2............................................................................................................................................4
P4 Front office functions within variety of accommodation services.........................................4
P5 Key roles within the front office department..........................................................................5
TASK 3............................................................................................................................................6
P6 Key roles of housekeeping department in Travelodge...........................................................6
P7 Importance of forecast linen stock .........................................................................................6
P8. The importance of interrelationships between housekeeping and other key departments... .6
TASK 4............................................................................................................................................8
P9. The importance of scheduling maintenance or repair to minimise disruption to guests.......8
P10. The importance of security in Travelodge Hotels limited...................................................8
CONCLUSION ...............................................................................................................................9
REFERENCES..............................................................................................................................10
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INTRODUCTION
Managing accommodation services is the provision of overnight accommodation for
people traveling away from home. The accommodation includes food and beverage sectors.
Accommodation services drives the hospitality industry. The project report is based on
Travelodge Hotels Limited. Travelodge Hotel limited is the private company that operates hotels
and hospitality industry in United Kingdom. The Travelodge Hotels limited was founded in the
year 1985. Its headquarters was situated in Thame, England in UK. The project report will
outline the scale and size of the accommodation services. The project report will explain the
different forms of ownership available to accommodation services. The project report will
further explain the organization of the front office. The project report will discuss the key roles
within the front office of Travelodge Hotels limited. The project report will illustrate the
importance of interrelationships between housekeeping and various departments. Lastly the
report will discuss the importance of security in Travelodge Hotels limited.
TASK 1
P1 Scale and size of the accommodation services
Hospitality industry is the term that provide services like lodging, food, accommodation,
event planning, traveling and many more fields within this sector of industry. It depends on the
availability of time and the income of the consumer. It includes restaurant, hotel that are
consisting of different groups that provide the maintenance facility and direct operations to the
customers. In hospitality sector the success of a business depends on the customer. There are
different sectors of the hospitality industry such as lodging- accommodation, Food and beverage,
Travel and tourism, Entertainment industry and timeshare (O'Connor and et. al.,
2016).Hospitality sector plays an important role in the industry as it provide many services to its
customer.
Accommodating services provide advice related to housing and help in finding out the
proper accommodation and services to customers. As in accommodation is providing to satisfy
the needs and wants of the customer. This contributes over 23% of gross value to the industry. It
has a vast scale of services that is being provided by it. This helps in providing many facilities to
the people. The accommodating services play an important role in the service industry. As
nowadays these industries are spread in vast areas. As there are large number of accommodation
service that are being provided by this sector. As accommodation plays an important role in
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hospitality sector. Vast area that is being served by the company. As it covers the larger part of
hospitality industries (Minh and et. al., 2015). As it provides many services from breakfast to
other facilities that is offering the lodging services. Customer service is important for the
accommodation sector.
P2 Different forms of ownership available to accommodation services
There are different forms of ownership that are available to accommodation services are
as follows:
Franchise: A franchise is the ownership that is based upon the marketing that is being adopted
by the company for expansion of its business in other countries. This ownership helps in
expanding the growth strategy of the company. Adoption of franchise helps in increasing the
sales that helps in earning the profit for the company. If the brand is losing the popularity in the
market the company can open its business by taking franchise from the other company.
Franchise is limited to expanding in other territory of the market (Newman and Madaus, 2015).
Privately owned: This form of ownership provides freedom to the owner bearing higher risk. As
in privately owned all the decisions are taken by the owner related to staff, structure and growth.
All the research is being done by the owner itself as the business is run by it. Risk is beard by the
owner itself as whole operations are under it.
Leased: This form of ownership is also similar to privately owned but the building belongs to
someone else. This agreement is done for the longer period of time. There are two parties when
the building is given on lease one is the lessee who pays rent to the landlord while lessor receives
payment from the tenant. When the owner is not there to look after the building then it gives on
lease to the other person but here only ownership transfer to the lessee not the physical transfer
of ownership the building is owned by the same person but run by the other person (Aguilera and
Crespi-Cladera, 2016).
P3 Role that grading, classifications systems and online review sites play while booking
accommodation
Grading, classification systems and online review sites play an important role in booking
accommodation as customers are the king of the market nowadays. Before purchasing any
product or services customers take reviews from the market. As reviews and grading plays an
important part in attracting more customer towards the company. As reviews will reflect the
goodwill of the company in the market. If the reviews are good then more customers are
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attracted towards it and if the bad reviews are getting then it will impact on the sales of the
company. Reviews helps in taking decision for the company as good reviews will have a positive
impact on the company. As customers grade the company by seeing the services that is being
provided by the company (Tin and et. al., 2017).
As grading is the important part for every company to beat competition in the market.As
before booking accommodation customers seen the reviews, grading and then classify the
company accordingly. Companies classify their services according to the reviews that are being
given by the customers. As most of the customers are doing booking online by seeing the
reviews that are given by the customers already. If the reviews are given good then customers are
attracted towards that company. If the reviews are not good the customers are not satisfied with
the company's service. Different hotels are getting different reviews and based on the reviews of
the customers the company's reputation is going on in the future (Calza, Profumo and Tutore,
2016).It also depends on the services that are being provided by hotel accordingly customers
give the reviews and grade company's service. As online sites is avail to ensure the customers to
give feedback for the services that are given by customers. These systems helps in increasing the
sales and revenue of the hotel industry.
TASK 2
P4 Front office functions within variety of accommodation services
The front office function plays an important part in hotel industry. As front office is the
main part of every company. It sees the office cashier, information and registration section. A
request for booking the accommodation in the hotel is managed by the front office. It is
responsible for accepting and rejecting the phone calls that are come from the customers. Person
who is siting in the front office has so many responsibilities that it have to handle with respect to
the customers. This section is located in the front of the company. The person who is sitting in
the front office have to deal with all type of customers (Naik and Srivastava, 2017).If the
customer is not behaving good then also it has to behave good with them because its duty to
perform well each and every person in the company.
It has to maintain all the records of the company. Look after each and every activity of
the company. As it is also known as receptionist. It has to inform the company about each and
every activity that is being held in the company. It prepares and proves all the transactions for
clarifying the accuracy. As it is the moral duty of the person who is sitting in the front office to
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handle each and every thing of the company. As it is the important duty of the front office person
to take care of each and every thing in the company. Front office people have to deal with all the
customers who are calling it have to deal with it. As in small hotels one person is responsible for
seeing all the arrangements that are being done by the front office person. The front office is act
as the public face for the hotel that manages all the thing in the company (Wang and DuBois, ,
2016). It provides assistance to guests by providing them greetings and check who is coming in
and going out. It also look after the accommodation, food and receives the payment from the
guests.
P5 Key roles within the front office department
Receptionist:- The key role of the receptionist is handle all the activities of the
company.As It welcomes the visitors by giving them greeting. It has to handle the queries that
are come from the outside people. It has to maintain the positive and helpful attitude towards the
people so that more customers are attracted towards it. Preparing the training rooms and meeting
for the Travelodge. Receptionist have to answer the phone calls in a professional manner and
forwarding the calls if its urgent. It have sort and then distributing the mails accordingly. It is the
key role of receptionist to provide excellent customer service. It also has to schedule the
appointments. It handles variety of task of the Travelodge. The communication skill of the
receptionist plays an important role in the Travelodge (Sciarretta and et. al., 2018).It also ensure
that the area should be neat and tidy. It have to coordinate the office activities of Travelodge. It is
responsible for the updating calendars for the company.
Administration staff: As in Travelodge the role of the administration staff is to guide the people
who are coming in the company. As it play a different role in the Travelodge. As it plays an
important role it has to manage all the things that are being set by the company. As it has to do
many things in the company. As it has to coordinate all the activities that help in doing work in
the Travelodge. As in front office department all the people have to manage their own work. As
being the administration staff it coordinates the activities that are being served by the company.
Front office department is the core department of Travelodge. They take the phone calls as they
have to arrange the meetings for clients.
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TASK 3
P6 Key roles of housekeeping department in Travelodge
Housekeeping is the largest department in Travelodge. The main function is to ensure
that proper cleanliness, comfort, health and safe environment. It includes that every area will be
neat and clean. It is not just the cleanliness in Travelodge but also have to look around the
activities that are being carried by the housekeeper. It is also the basic part of prevention of
accident and fire. It deals with the cleanliness in the surrounding. Proper cleaning is to be done
by the housekeeper to ensure better environment. As if the environment is clean and tidy then
guest also feel comfortable in living in the rooms at Travelodge. It is the largest part in the
company's operation. As it helps in increasing the revenue for Travelodge. Good housekeeping is
the foundation of preventing the environment from getting harm in the company.
As housekeeping is providing maximum efficiency in the care and comfort of the guests.
It has to provide the services to its guests that satisfy them and they come again to hotel.
Cleanliness is the important part for every company. As Travelodge is hotel industry that
contribute more in the housekeeping activities. Along with it also plays a role of providing the
security to its guests. Housekeeper plays a crucial role in the Travelodge. Its the responsibility of
maintaining the cleanliness so that consumer also attracted towards it (Brady, 2017). The service
that is beiong provided by the company is to add the basic duties, hotel housekeeping and it have
to change the bed sheets in the rooms.
Importance of forecast linen stock
It is necessary of maintaining the linen stock in Travelodge. As it is main part of the
industry to ensure that proper availability of stock will be there so that if any guest visit all the
arrangements are done properly. It is necessary for the staff to check out the availability of stock
in advance so that it can meet the supply and demand with the guest that are coming to stay in
the premises. It is plays an important role in hotel industry to maintain the proper stock so that in
urgency there is no shortage come and the guests have to face difficulty (Housekeeping
Functions in the Hospitality Industry, 2019).This will lower down the image of the company and
customers are not come again in future because of unavailability of stock. The forecasting of lien
stock is necessary so that the disruption to guest can be minimized in the hotel. Through
forecasting the lien demand and supply in hotel, the inventory can be manage efficiently.
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The importance of interrelationships between housekeeping and other key departments
Importance of interrelationship of Housekeeping with Front office department
The housekeeping department of Travelodge Hotels limited is responsible for efficient
and orderly management of cleaning, servicing and repairing of guest house and hotel rooms.
The Travelodge Hotels limited Housekeeping is responsible for change sheets and make beds in
guest room. This is interlinked with front office. Front office gives total number of guest arrival
on the basis of that Housekeeping department of Travelodge Hotels limited manage the work
(Guzman-Parra and Quintana-García, 2015). The Housekeeping department insures the room
attendants and informs to the Front office department of Travelodge Hotels limited. The
housekeeping department confers a ready room to the front office department for sale.
Importance of interrelationship of Housekeeping with Food and beverage department
Housekeeping department of Travelodge Hotels limited is responsible for exchanging the
table lines that are laundered for Food and beverage department. It is the primary responsibility
of Travelodge Hotel limited to do cleanliness and aesthetic upkeep of all the outlets of Food and
beverage department of Travelodge Hotels limited. It is important to provide standard service to
the guests of Travelodge Hotels limited (Belarmino, Whalen and Bowen, 2019).
Importance of interrelationship of Housekeeping with Personnel and Human resource
The Housekeeping department of Travelodge Hotels is responsible for maintaining
coordination with Personnel and Human resource department in terms of hiring, firing,
procurement, training & development and appraisal of the employees in hotel Travelodge.
Importance of interrelationship of Housekeeping with Purchase
The Housekeeping department of Travelodge Hotels limited is interconnected with the
purchase department to acquire stock items such as supplies, cleaning equipment and stationery.
Purchase department brings material required for daily functioning of housekeeping department
(Thomas-Francois, Von Massow and Joppe, 2017). The purchase department is responsible for
purchasing the new uniforms, linen and upholstery for Housekeeping department.
Importance of interrelationship of Housekeeping with Security and Maintenance
The housekeeping department is responsible for rooms security in Travelodge Hotels
limited while course of cleaning. If they find any maintenance and repair seen in the Hotels
rooms they report to engineering department. The housekeeping department of Tarvelodge
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Hotels limited accelerates all public areas, floors and room maintenance work and make proper
track record of it.
TASK 4
The importance of scheduling maintenance or repair to minimise disruption to guests
The scheduling maintenance or repair in Travelodge Hotel limited is necessary for
facilitating the guests and to maintaining hotels equipment and rooms in good conditions for
reduce the risk of interruptions and for running the hotel operations smoothly. By proper
scheduling maintenance or repair the Travelodge Hotel limited minimize the disruption to guests.
The Travelodge Hotels limited prioritize daily and weekly schedule for room maintenance in the
hotel. The Front office report to security and engineering department once the guest checkout
from the room. The Security and engineering department repair the room in accordance with that
so that guests couldn't disrupt (Ivanova and Rahimi, 2016). The scheduling maintenance or repair
is done by forecasting the room availability in Travelodge Hotels limited. They do repairing and
maintaining process before the guest arrival in the room so that guest doesn't face any problem.
They check each and every room of hotel on timely basis so that it could be repair timely in
order to minimize the guest's disruption in Travelodge Hotels limited.
The importance of security in Travelodge Hotels limited
The Travelodge Hotels limited mainly covers three aspects first Physical aspects of
security, second is Security of the people and third one is Security of systems and machinery. In
Physical aspects of security they cover internal and external security of the guests and hotel staff
like in internal security they cover theft of guests baggage, they insure proper lightening in hotel
premises by providing fire safety equipment to hotel staff and by security tracker they easily
analysis the unwanted guest in the hotel in order to insure guests safety in Travelodge Hotels
limited. For external security they arrange proper CCTV installation and cameras within the
hotel premises and it covers all outside area like fencing of pool area. In Security of people they
have advanced tracker for tracking the suspicious activities in hotel premises. The front office of
Travelodge Hotels limited also keep record of total number of Check in and checkout of the
guests in order to maintaining the security in the hotel. In Security of the systems and machines
they maintain record of misplaced items and equipment's and they report to Security and
Engineering department of Travelodge Hotels limited for the missing items (Baradarani and
Kilic, 2018). They always ensure that hotel rooms are properly locked when they are not in use
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in order to save the guest's baggage in the hotel rooms. The Travelodge Hotels limited insures
the Security of guests that use credit card to book their room via their site. They are maintaining
a secure site for their guest pay. The Travelodge Hotels limited insures that none of their guest
experience fraudulent while using Credit or debit card at the time of booking the hotels rooms.
CONCLUSION
From the above study it can be concluded that hospitality industry is the fastest growing
sector in the world. As accommodation services plays an important role in this sector as there are
different forms of ownership available to these services such as franchise, privately owned and
leased. As customers are booking their accommodation by seeing the reviews, grading of the
company. It states that if the reviews are good more customers are attracted towards it. There are
different roles that is being presented by the front office and housekeeping department in the
premises. It can be observed from the above study that hospitality sector is the main sector in the
world.
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Online
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