Managing Accommodation Services (Part 1)

This presentation provides an overview of managing accommodation services in the hospitality sector. It covers the scale and size of accommodation, different forms of ownership, the role of grading and classification systems, and the functions and key roles of the front office department. The chosen organization for this presentation is Accor hotel, operating the Ibis Styles London Southwark hotel.

Managing Accommodation
Services (Part 1)

Cover Content
 Introduction
 Scale and size of accommodation
 Different forms of ownership
 Role of grading, classifications systems and online review
 Functions of Front office department
 Key roles of front office department
 Conclusion
 References

Introduction
Hospitality sector covers a wide range of firms which provides
their services to the customers for improving the customer
satisfaction and experience. These firms provides services such
as accommodation, food, travel etc. The Chosen organisation for
this presentation is Accor hotel which is operating the Ibis Styles
London Southwark hotel.

Scale and Scope of Accommodation
Hospitality sector is providing various growth opportunities to
the people living in UK. It is the largest industry in the UK in
terms of providing employment, development and growth
opportunities etc. The data for supporting this argument is given
in next slides:

Quantity of one, two, three, four and five star hotels in UK
Hotels Number
(2017)
One star 7900
Two Star 8500
Three Star 10200
Four Star 9400
Five Star 8500

Continue....
One star Two Star Three Star Four Star Five Star
0
2000
4000
6000
8000
10000
12000
7900 8500
10200
9400
8500
Number (2017)
Interpretation- It has identified from the below chart that various
hotels are providing accommodation facilities around 43000 in
which all segments are included like one, two, three etc. Hence, it
can be said that scale and size of hospitality sector is very wide in
nature.

Quantity of hospitality firms in UK as compare with other big
nations.
Places Number of hotels (2017)
UK 43000
Malaysia 7365
USA 7200
Russia 5460
Thailand 4330

Continue....
Interpretation - It has been observed from the above diagram that
there are numerous hospitality firms which are located in the UK,
Malaysia, Russia etc. and hospitality sector is rapidly growing and
providing better quality services to their guests.
UK Malaysia USA Russia Thailand
0
5000
10000
15000
20000
25000
30000
35000
40000
45000
43000
7365 7200 5460 4330
Number of hotels (2017)

Different forms of ownership
Sole Trader – It is also known as sole proprietorship in which the
business is owned and run by a single person. Such people are self-
employed who maintains the whole profitability of entire firm.
Advantages- In this form of ownership, one can interfere with the
decision taken by owner which is the greatest advantage of this type of
ownership.
Disadvantages- The owners needs to manage the funds and other
resources by themselves which is a major drawback of this ownership.
Leased – In it, private owner of a hotel leases it to a corporation or a
multinational chain. In this kind of ownership, all the financials of hotel
will be managed by Lessee
Advantage – cash flows of both parties are managed in proper manner,
chances of getting quality assets are very higher.
Disadvantage- Chances of return on the investment are lower due to
which it is less liked by the owners to grab an opportunity of ownership
under this kind.

Continue....
Privately owned – it can be defined as the company which can't be trade
its share in public. There may be several investors in this kind of
ownership because they have invested money for running the business.
Advantage- Main advantage of this ownership is that owners have right
to take decisions on their own level and their decision should be
followed by each staff members of firm.
Disadvantage- The main disadvantage of this setup is that owners should
have liability to pay all liabilities or debts along with managing all the
things like linens or other supplies which should be done in proper
manner otherwise it can effect the profitability or revenues in negative
manner.
Franchise-It is a common form of ownership in which the authority is
provided to other people for running their business on behalf of them.
Advantages- The success rate is high in such ownership.
Disadvantages- Ineffective performance of the franchise can negatively
impact the brand image of the hotel.

Continue....
Joint purchases- In this, two or more owners runs the business in which
if a single person dies then other has the responsibility to take care of
business.
Advantages- Owners can take the ideas and suggestions from the family
members and friends for generating new and better ideas.
Disadvantages- Chances of conflicts are higher among the partners
which can impact the profit of business.

Grading, classifications systems and online
review
Grading and classification systems – Hotel grading or
classification systems can be used for classifying the hotel
establishments as per the WTO and IH&RA. As per their views,
Hotel rating is a system which is used for attracting the customers
and defining them that what kind of services are provided to them.
With the help of grading and classification systems, customers can
determine the level of services provided by the hotel to them.
These services and facilities facilitates the customers in choosing
the suitable services as per their budget and requirements. Types of
facilities along with its role are discussed in further slides:
Luxury These services are provided by hotels so that
customers can gain unmatchable experience at
the time of their stay. When management will
use grading and classification systems it will be
helpful in providing good impression on the
mind set of customers.
Spa, gymnasium,
luxurious quality in food
items etc.

Continue.....
Essential These are necessary services which
every customers wants to take so
that their staying time becomes
comfortable and satisfaction from
them can be ensured. When
management of Accor will discuss
all their services on their websites
then it will save the time and cost of
hotel in attracting the customers.
Cleanliness in the
rooms, comfortable
bed, hygienic food,
good nature of staff
members etc.
Basic These are required facilities which
are necessary for the customers to
stay in the hotel. With the help of
grading and classification systems
customers will know about the
services which they will be got in
the hotel and chose accordingly as
per the prices and their budgetary
requirements.
Food, cleaning,
room services,
Parking etc. are
included

Continue....
Reception It handles the guests at the
entrance and provides them
key of the room, reservation
etc.
The reception uses
phones. Computers,
printer etc.
Concierge This section of front office
department assists the guests
by performing different
services like making
reservations, booking
transportation or arranging
cabs for local visits.
They uses the trolley
for dropping the
luggage of guests
from parking to the
rooms.

Some services of front office department
Front office department have to provide various services within the
hotel which are given as under:
 They have to ensure about proper utilisation of telephone
etiquette standards
 To ensure that all sections like reservation, reception have proper
coverage of employees at all times
 Deliver all the necessary services to the guests on time
 Stay current and up-to-date with all the services so that potential
customers of firm will not dissatisfied from the hotel services.
 Provide proper support to the management as required.
 Maintain guests records in proper manner therefore, in the case
of verification management can't face difficulty.

Key roles of front office department
Front office department has various duties and roles such as
categorize the work into small parts, define responsibilities among
the staff members for executing the work in the given time period.
The hotel has various workers having different duties as discussed
below:
Front office manager – They are responsible for assigning the
availability of resources to the department for ensuring the
accomplishment of goals
Informations assistant – They have responsibility of providing
whole informations to the guests about the offerings of hotel,
places for travel within the city etc. They also handles the mails
and messages of guests so that guests will feel ultimate experience
during their stay.

Conclusion
It has been summarised from the above presentation that the scope
and scale of accommodation services in the hospitality industry is
very high by nature. The hospitality sector provides attractive and
better services to the customers for ensuring their satisfaction. Front
office department plays a very important role in getting positive
reviews from the customers as the concierge division of front office
department provides clean and safety atmosphere to their guests so
that special needs of guests can be identified and fulfilled
accordingly. Different forms of ownership and purchase options
provides the opportunities to the people for owning ownership of
firm at the market.

REFERENCES
Barlow, J., Roehrich, J. and Wright, S., 2013. Europe sees mixed
results from public-private partnerships for building and
managing health care facilities and services. Health Affairs.
32(1). pp.146-154.
Buhalis, D. and Amaranggana, A., 2015. Smart tourism
destinations enhancing tourism experience through
personalisation of services. In Information and
communication technologies in tourism 2015 (pp. 377-389).
Springer, Cham
Burton, M. and Kellaway, M., 2018. Developing and managing
high quality services for people with learning disabilities.
Routledge.

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