Assignment on Managing Accommodation Services - (Doc)

MANAGING
ACCOMMODATION
SERVICES

Table of Contents
INTRODUCTION...........................................................................................................................2
P.1 The scale and size of accommodation services................................................................3
P.2 The different forms of ownerships and purchase methods..............................................7
P.3 The role grading and reviews towards the classification of hotels..................................9
TASK 2..........................................................................................................................................13
P.4 The organisation of front office function within a variety of accommodation services.13
P.5 The key role within the front office department of hotel...............................................14
CONCLUSION..............................................................................................................................14
REFERENCES..............................................................................................................................15

INTRODUCTION
Managing accommodation services is a process through which guests in hotel
accommodated properly. The some hotels provides overnight facilities along with meals some
hotels only offers accommodation services. They don't have meal or dining facilities. The
Crowne Plaza hotel is a multinational chain of full services, headquarters in United kingdom.
This hotels operates in 52 countries with more than 420 hotels and 1,18,000 bedrooms all over
other countries. This report includes scale and size of different hotels in UK or in London, the
different ownerships to start business or purchase method as well there advantages/
disadvantage. According to review and gradings hotel facilities are distributed. The role of front
office department and importance as well as role of housekeeping department, to maintain
certain inventory related to linen stock in hotel. The importance of interrelationship between
other departments in hotels, importance of scheduling work repairs. The importance of certain
security provided to customers.
TASK1
P.1 The scale and size of accommodation services.
The hospitality industry is a fastest growing industry as compare to other industry all
over the world. The hotels aim is to provide luxury accommodation services to it's customer
(Dredge and et. al., 2016). The data of number hotels in UK, in London etc. are:-
Table 1:- The number of hotels in UK according to star rating.
Particular Number(2016)
Deluxe 44
Superior deluxe 29
International deluxe 20
First class 33
Business class 15

Interpretation 1:- From the above graph, it can be interpreted that there are 44 hotels in deluxe,
29 hotels in superior deluxe, 20 in international deluxe, 33 in first class and 15 in business class.
Table 2:- The number of hotels in different regions of UK.
Particulars Number
England 427
Scotland 54
Wales 24
N Ireland 3
Deluxe
Superior deluxe
International deluxe
First class
Business class
0
5
10
15
20
25
30
35
40
45
44
29
20
33
15 Number(2016)

Interpretation 2:- From the above graph, it can be interpreted that England has 427 hotel,
Scotland have 54, Wales are around 24 and N Ireland are around 3 hotels.
Table 3:- The number of rooms in deluxe hotel.
Particular Number
2012 81.1
2013 82.1
2014 81.2
2015 80.9
2016 82.6
England Scotland Wales N Ireland
0
50
100
150
200
250
300
350
400
450 427
54
24 3
Number(2016)

Interpretation 3:- From the above graph, it can be interpreted that there are 81.1 % rooms in
deluxe hotel in London and it increased by 82.6 by 2016.
Table 4:- The number of rooms in England hotel.
Particular Number
2012 70.3
2013 72.8
2014 74.7
2015 75.7
1 2 3 4 5
0
500
1000
1500
2000
2500
2012 2013 2014 2015 2016
81.1 82.1 81.2 80.9 82.6
Particular
Number(2016)

2016 76.2
Interpretation 4:- From the above graph, it can be interpreted that overall hotels in England are
around 70.3 till 2016.
Table 5:- The number of hotels in other cities of UK.
Particular Numbers
Cambridge 4
Gatwick 4
Bradford 3
Cardiff 10
Derby 4
1 2 3 4 5
0
500
1000
1500
2000
2500
2012 2013 2014 2015 2016
70.3 72.8 74.7 75.7 76.2
Particular
Number(2016)

Interpretation 5:- From the graph, it can be interpreted that number of hotels in Cambridge are
4, Gatwick is 4, Bradford is 3, Cardiff have 10 hotels and Derby have 4.
P.2 The different forms of ownerships and purchase methods.
The facilities which are provided to customer includes lodging, meals etc. To start a
business there are certain ownerships types and purchase methods (Brochado, Rita and Gameiro,
2015). The manager need to study each to make decisions which type of ownership they chose.
The different types of ownerships are:-
Basis Description Advantage Disadvantage
Sole traders It refers to process in
which business are
sets up and runs on it's
own.
The individual keeps
all the profits and
maximum privacy in
every aspects.
The lose is bear by
individuals and less
attractive to customers
as well as clients.
Limited company Limited liability
company means to
have less liability.
The company have
separate entity and less
taxes are paid by
Large amount of cost
is incurred to set up
the company and
Cambridge Gatwick Bradford Cardiff Derby
0
1
2
3
4
5
6
7
8
9
10
4 4
3
10
4 Numbers(2016)

company restrictions towards
raising capital.
Ordinary business
partnership
It means the
agreement between
two more people as to
run business.
The partners have easy
to establish this
business and liable for
greater borrowing
capital.
Each partner will serve
individually for
liability.
Limited partnership It refers to partnership
in which each partner
are not liable to make
decisions. advantages
and disadvantages to
start a new business
They have unlimited
shareholders and
certain tax advantage.
Large amount of
documentation is
required and less
protection from
excessive taxation.
Limited liability
partnership
It's means partners
have limited liability
in their company.
They have no
ownership and
manager distinction.
The one partner have
more rights as
compare to another
partner in company.
Unincorporated
association
These are not legally
registered.
Easy to start and easy
to close this business.
The conflicts can be
raised and can't be
resolve as they are not
registered.
Basis Description Advantages Disadvantage
Cash purchase To start the business
with cash they loans
are be taken to start
business.
The revenue are
reserve to pay any
liabilities and they can
spend that money for
The growth is less as
funds are easily
available to investor.

expansion as well as
for more investments.
Bank loans The amount of money
is hired from bank for
certain period of time
with an agreement of
repayments.
In starting repayments
are negotiated and
certain agreements are
made to avoid
conflicts.
They are considered
flexible and assured
against the assets of
business.
Family loans To take loans from
family without paying
certain interest.
The individual are not
liable to pay interest
against loans
If personal relations
effects then it also
effects business
operations.
Joint purchase with
family/ friends/
business associates
To start business with
family, friends etc.
Easily funds are
available and loss are
easily distributed
The disputes are not
easily resolved by
individuals.
Franchise A franchisor provide
certain rights to
individual as to start
new business, ongoing
guidance, system etc.
Independence to start
small businesses
ownerships and have
higher success rates.
To buy franchise
which means to enter
into formal agreement
and there are cretin
restriction as well.
Re-mortgage own
home
The money is
borrowed on the basis
on own property or to
lend that property
against money.
Borrow money at
lowest rates and
affordable in monthly
payments.
These process takes
number of weeks to
start new business.
P.3 The role grading and reviews towards the classification of hotels.
These gradings, reviews, rating and classification plays an essentials role to attract more
customers. As guests selects the hotels for accommodation on the basis of these terms. The
Hotels are rated on the basis of items they offered to their customers (Gössling and Lane, 2015).

The Crowne Plaza is a hotel which offers different facilities to customers. The facilities of hotels
are divided into categories are:-
 Essentials:- These items are absolutely necessary by individuals as well as extremely
important to accommodate in hotel. The essential items includes beds, keys, attach wash
rooms, proper lighting etc.
 Basic:- It means to have facilities than essential services. Basic services are expensive
then essential services provided by hotel. The basic services Crowne Plaza hotel provides
are card operating keys, extra towels, washing tools kits, etc.

 Nice to have:- These are items which customer received without expecting from hotel,
they are kind of complementary items offered to guests. This helps hotels to maintain
customer loyalty and easy to retain customers. The Crowne Plaza offered nice to have
items are kettle, coffee machine, extra bed for kids etc.

 Luxury:- It refers to great elegance experience and especially involves greater
experience. These are items which hotel provide to it's customers when they want more
than just get accommodating. Items provides more than comfort in hotel. These includes
swimming pool, Jacuzzi, playing garden for kids etc.

 Hyper luxury:- These are provided to customer as to make more comfortable. The items
includes golf area in hotel, lounge room, soccer table etc.

TASK 2
P.4 The organisation of front office function within a variety of accommodation services.
The front office department plays an essential role in hospitality industry. The customer
first interact with front office employees and even at last customers interact with front office
staff as they are situated near the entrance of hotel (Hu and et. al., 2015). The front office desk is
best place to assist by giving them direction to connect with correct person so that customers can
solve complaints. The front office also manages and keep coordination with other department
like housekeeping, accounts, human resources management etc. There are certain functions of
front office to meet customers demand in time. The functions are:-
Functions Description Equipments required
Reservation The reservation manager of
Crowne Plaza hotel maintain
the certain reservations related
to rooms or accommodation.
They book the hotel room for
the guest who are coming stay
in hotel. They are also liable to
inform them correct
information demanded by
respective customers.
The equipments reservation
manager required are computer
with internet connection,
notepad, telephones etc.
Check in The check in manager of hotel
is responsible for giving exact
direction room and when
customers reach to hotel they
are liable for doing check in of
respective customer.
The equipments they required
is notepad, keys of respective
room, computer and internet
connection.
Information sections The information section is
handle by separate person in
hotel. This section is
responsible for providing
The equipments information
section staff required are
computer, internet connection,

authenticated information to
customers related to hotel
rooms, facilitate, about city
where hotel is located etc.
telephone etc.
P.5 The key role within the front office department of hotel.
It refers to place where front office staff welcomes clients and it is also known as front
desk or reception of hotel. The customer interact with hotel staff at this place at first time. They
are the one who marks certain criteria by which more customers are attracted towards hotel. The
key role of front office department are:-
 Reservation clerk 1:- They are liable for making reservation of room in hotel. They are
one who interact with customers first to book their room (Mauri and et. al., 2018)
(Medlik, ed., 2016). They are one who increase the sales of hotel, conduct certain
promotion etc.
 Check-in desk 1:- These employees are responsible for doing check-in of each
customers who enter in hotel for accommodation.
 Guest services assistant:- These staff are responsible for providing information to
customers related to rooms, facilitate hotel provide, city information where hotel is
located.
The issues which hotel facing is reduction in funds or lack of investments fir their hotel.
So, Crowne Plaza hotel manager decided to reduce the cost by shifting Check-in manager 2 who
is responsible for making check-in of offline reservation of room in hotel. This responsibility is
shifted to check-in manager 1 who is responsible for making check-in of online bookings. As
now a days, more people book their room through online. That's why Check-in manager 2 is not
required by hotel.
CONCLUSION
From the above report, it can be concluded that according deluxe, business class etc. are
types of hotels which is considered by customers to book a hotel. To start a business individual
will examine each ownerships types as well as each purchase method so that effective business

can be start. The rating helps company to offer services according to classification, the front
office managers helps hotel to book more room. To reduce cost in hotel employees work is
shifted to another employee. Linen stock must maintained appropriately in hotel so that
customers are properly satisfaction with services. Housekeeping department must coordinate
with other department so that effective services can be provided to customer's and security must
be maintained in hotel.
REFERENCES
Books & Journals
Brochado, A., Rita, P. and Gameiro, C., 2015. Exploring backpackers’ perceptions of the hostel
service quality. International Journal of Contemporary Hospitality Management. 27(8).
pp.1839-1855.
Dredge, D. and et. al., 2016. The impact of regulatory approaches targeting collaborative
economy in the tourism accommodation sector: Barcelona, Berlin, Amsterdam and
Paris.
Gössling, S. and Lane, B., 2015. Rural tourism and the development of Internet-based
accommodation booking platforms: a study in the advantages, dangers and implications
of innovation. Journal of Sustainable Tourism. 23(8-9). pp.1386-1403.
Hu, A. H. and et. al., 2015. Assessing carbon footprint in the life cycle of accommodation
services: the case of an international tourist hotel. International Journal of Sustainable
Development & World Ecology. 22(4). pp.313-323.
Mauri, A. G. and et. al., 2018. Humanize your business. The role of personal reputation in the
sharing economy. International Journal of Hospitality Management. 73. pp.36-43.
Medlik, S. ed., 2016. Managing tourism. Elsevier.
Möhlmann, M., 2015. Collaborative consumption: determinants of satisfaction and the likelihood
of using a sharing economy option again. Journal of Consumer Behaviour.14(3).
pp.193-207.