Managing Accommodation Services - Rosewood hotel

Managing accommodation
services

Table of Contents
INTRODUCTION...........................................................................................................................1
LO 3.................................................................................................................................................1
P6 Roles of housekeeping department within an organization..............................................1
P7 Importance of forecasting linen stock & other guest supplies..........................................2
P8 Importance of interrelationship between housekeeping & other departments..................3
LO 4.................................................................................................................................................5
P9 Importance of scheduling maintenance or repair work to minimise disruption to guests.5
P10 Importance of security within an organization................................................................6
CONCLUSION................................................................................................................................7
References........................................................................................................................................8

INTRODUCTION
Accommodation services plays an important role in the hospitality sector whose
management gives several benefits to the manager. This present report is based on Rosewood
hotel that is an international luxury hotel company. It operates approximately 27 hotels in 15
countries and founded by Caroline Rose Hunt in 1979. This report is going to show about the
roles and functions of housekeeping department of Rosewood hotel with having importance of
forecasting ability of linen stock & other guests supplies (Killaspy and et.al., 2016). Further, this
assignment will also cover interrelationship and importance of coordination between
housekeeping department and other functional departments of the hotel. It supports the hotel in
accomplishing their goals by providing scheduling maintenance and security. It has some
importance of having the ability of forecasting of linen stock as it helps the manager of the hotel
in maintaining demand and supply and also increase customers satisfaction and experience as
well.
LO 3
P6 Roles of housekeeping department within an organization
A hospitality industry have several departments which perform separate and different
roles and functions. A housekeeping department is one of them who plays an important role in
….an organization. Travellers and guests are very keen on cleanliness & up keeping of the hotel.
It is also said that a good experience of guests starts from the main gate upon arrival. This
department is mainly responsible for maintenance, cleanliness, back area, managing costs and
supplies etc. Housekeeping departments divides their staff into 3 categories according to the
work such as managerial, supervisory and unskilled. There are several roles and functions that
are being played by housekeeping department such as:
Managerial staff includes: executive housekeeper. Supervisory includes floor supervisor, linen
supervisor, assistant house keeper and public area supervisor. Unskilled staff includes house
person & room attendants (Fouad, Hussein and Attia, 2016).
Role of executive: The preliminary work of housekeeping department and the supervisor
is to schedule tasks and jobs, assign & supervise work of all members of this department. It all
depends on their skills and abilities. They also determine all those areas in which the work and
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maintenance need to be done. They also make sure that the standard of Rosewood hotel is
maintained & for that they measure safety standards. Executive house keeper also reports and
informs to the general manager. They also have right to hire and inform to all hired & new
employees about the property (Anderson and Bolden, 2018).
 They ensure to maintain excellence in housekeeping for the guests.
 They also maintain registers and check reports files.'
 They are also responsible for maintaining the standard for cleaning.
Role of guest room attendants: The main role of guest room attendants to inform
flooring supervisor. Floor supervisor have abilities of maintaining a standard of rooms. Some
duties of guests room attendants includes: to clean guests rooms as per the sanitary regulations,
refill guest supplies, refill the maids carts with guests supplies. They have abilities to manage a
small team of floor housekeeper with the main aim of providing satisfactory services to guests.
They are responsible for making guests happy and satisfied and for that they clean bath-rooms,
other surface of rooms, provide toiletries, fresh towels, replace light bulbs, stationery and
provide service menus etc.
Role of house person: House person staff of housekeeping department also perform
several roles and report to public area supervisor. They are responsible for carpet cleaning,
carrying heavy pieces of furniture, cleaning of windows of Rosewood hotel. They check and
clean fire extinguishing equipments on the regular basis (Xiong, Bruck and Ball, 2017).
Linen room supervisor: Linen supervisor reports as well as informs to the assistant
house keeper. They have responsibilities for maintaining and cleaning hotel linen like cloth,
materials etc. After checking dirty linen they send it to laundry. They can increase their ability to
maintain a room and clean all linen by overseeing and checking room on daily basis. They do
not only check and send dirty linen to laundry but also maintain linen registers & then make
inventories for them. They also give suggestions to the supervisor about replacement and
purchase of linen in order to make sure that no important linen is being misused (Saber and
Hamed, 2018).
P7 Importance of forecasting linen stock & other guest supplies
Rosewood hotel's linen rooms can be divided into 2 main division such as centralized and
decentralized hotel linen room. In the type of centralized all floors are being collected on 1
central area. The main responsibility of supervisor in this system is to control over the linen
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room. On the other hand, in decentralized system, all the floor individually maintain their own
and personal stock of line (Punjaisri and Wilson, 2017).
Increase customer satisfaction: It is stated that the main reason of the success of
Rosewood hotels is its brand image and increasing customers' satisfaction. The reason of
satisfaction of customers is forecasting and qualitative services. If manager of the Rosewood
hotel provide them products at the time when they need of them then it makes them feel valued.
Forecasting of linen and other guests supplies make managers able to predict products demand in
order to fulfil customers orders in a timely manner (van Ginneken, 2019).
Decrease labour costs: Forecasting of linen stock plays an important role as an effective
forecasting can help Rosewood hotel to protect and prevent them from overestimation of
demands. If the manager and supervisor of linen stock do not have an effective forecasting skills
then overestimation of demand then it ends up with more goods and inventory than requirements.
They keep control over goods and controllable and also not overspend on the budget. The main
benefit and importance of forecasting linen stock can decrease labour cost. By bringing and
demanding all linen stock and inventories at a time when they need of them, they do not demand
in bulk.
Balance of inventory: Other main benefit of forecasting of linen stock for Rosewood
hotel is they can easily maintain inventory. They do not have to suffer the problem of shortage of
inventory. If the hotel have enough amount of inventory on the basis of occupancy level then it
can meet the demand of guests and requirements. There is an importance to make balance
between demand and supply. Small difference between demand & supply can impacts on the
performance and productivity of the hotel in a negative manner.
Lowering safety stock requirements: It is stated that an effective and good forecasting
process of linen and other guests supplies can have direct impact in the planning of inventory
level which are based on the occupancy level so the department does not overspend on their
guests. . Planning of inventory includes planning for new services and products launches by Rose
Wood hotel, planning for promotional activities that are being done by the hotel. Forecasting
related to all planning can make able to the manager of the hotel to not carry high safety stocks
(Davids, 2017).
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P8 Importance of interrelationship between housekeeping & other departments
It is already stated that the main reason of guests satisfaction is qualitative services which
are being provided by the manager and all functional departments of Rosewood hotel. All
departments of the hotel work collaboratively and together with the main aim of accomplishing
organizational goals and increasing customers' satisfaction. Housekeeping departments of this
hotel has interrelationship with all functional departments (Punjaisri and Wilson, 2017). There
are several departments like front office department, food & beverage, human resources,
maintenance, security, laundry, kitchen etc. Interrelations and importance of housekeeping
department with others are being described as follows:
Coordination with front office: There is a strong relationship between housekeeping
department and front office as HK department prepares and clean rooms whereas, front office
sales that rooms after preparing (Punjaisri and Wilson, 2017). It plays an important role as if they
do not coordinate then it can become difficult for front office department to sell the rooms to
guests if they are not prepared. It can dissatisfy customers. On the other hand, front office inform
to HK department about the numbers of vacant rooms in order to make them clean. So it can be
said that there is importance of coordination and interrelationship (Sucher and Cheung, 2015).
Coordination with Human resources: Human resource of Rosewood hotel plays
several roles and functions such as recruitment, development, training and motivation of
employees. Housekeeping department need to coordinate with HR department in order to recruit
of staff, issuing of identity cards to them and allot them lockers, confirmation in their
department. So it is important to have coordination and collaboration among them for providing
better services to guests (Engen and Magnusson, 2015).
Coordination with Food and beverages: Food & beverages outlets, banquet of
Rosewood hotel need to have clean napkins and tablecloths in order to have great impression on
guests. Staff members who work in this department also require wearing clean uniform as they
are in guests contact. Cleanliness shows guests about hygiene level and standards of the hotel. It
can be possible when this department have strong communication and coordination with HK
department. Staff of HK department have responsibilities to clean linen of the hotel (Emiroğlu,
Akova and Tanrıverdi, 2015).
Coordination with security & maintenance: The guest rooms in the hotel are private
place, so Rosewood hotel invest lot of money to ensure security as well as privacy. In the context
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to damage of furniture or fitting in the room, the maintenance need to be aware of this problem
and make an action regarding this. Some guests take undue advantage of this privacy by doing
gambling and other illegal activities inside the room. House keeping department make sure and
being alert to all those activities and inform to the security in order to take actions against them.
So it can be said that HK department have importance and interrelationship with security to the
great extent (Needleman and et.al., 2016).
Coordination with purchase: The purchasing department is responsible for ordering and
purchasing all goods and inventories that are required in the hotel. The purchase department of
Rosewood hotel support HK department in purchasing several items that are being used in HK
department such as room stationeries, guests supplies and cleaning agents linen. It also makes
them able and successful in maintaining inventories and linen. So it can be said that
housekeeping department have interrelationship with all other functional departments
(Alananzeh and et.al., 2018).
LO 4
P9 Importance of scheduling maintenance or repair work to minimise disruption to guests
It is very important for hotel manager to schedule maintenance and check maintenance on
the regular basis. It is stated and believed that those hotels and organizations who do not focus on
proper planning and scheduling function then they are considered poor maintenance
organizations. They have to face several problems like low equipment uptime, safety issues.
Scheduling can be defined as an operational activity & joint maintenance in order to
establish the best timing for major roles. The main aim of scheduling is to ensure effective use of
maintenance resources. It is also refers an estimated duration of availability of parts, tools,
manpower & all requirements are being used in order to effectively schedule work (Hopland and
Kvamsdal, 2016).
Guests satisfaction: When employers and supervisor focus on developing and creating
proper schedule of maintenance and repair of equipments of the hotel then it can increase guests
satisfaction. Proper scheduling of maintenance and repair of furnitures, taps, electricity increase
brand image, When guests feel no requirement of making changes and maintenance at the time
of their use then they are likely to come and visit again in the same hotel. So it can be said that
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scheduling maintenance or repair of equipments within a specific period like weekly, monthly
can increase guests satisfaction (Geitner and Bloch, 2019).
Protects from accidents: Other main importance of proper scheduling of maintenance or
repair of furniture, electricity equipments, kitchen equipments and other equipments of hotel can
prevent members and guests of Rosewood hotel from any type of accident. For example, if there
is a furniture which is not in a good condition but manager of the hotel make plan and make
check all equipments and resources of the hotel within a specific time then it can protect their
guests and other staff from getting injured because of broken furniture and other unpaired &
preventative equipments (ÜNGÜREN, Arslan and KOÇ, 2017).
Increase equipment efficiency: Inspection, scheduling maintenance like oil change, part
replacement can increase the efficiency of all equipments of the hotel. These little fixes on a
timely manner help equipments to run much more efficiently. It can also increase performance
level of their staff as it does not hamper their work (Song and et.al., 2017).
Scheduling maintenance has other importance and benefits also such as:
 It can enhance the efficiency of equipments.
 It also reduces production downtime that lead of fewer machine breakdown.
 Proper scheduling repair can also minimise disruption to guests and production
schedules. When a staff manager focus on proper maintenance then they do not give a
chance to guests to interrupt and complain about maintenance and repairing.
 It can also help the hotel in compliance with safety requirements (Sun, He and Gao,
2016).
The manager of Rosewood hotel make itself able to accomplish its goals and take
competitive advantages. This planning and scheduling minimize time by making good
preparation and making ensure that all, equipments and requirements are in the place.
P10 Importance of security within an organization
Hotels are called the best accommodation sector in the hospitality sector. There are large
numbers of guests and travellers come in Rosewood hotel as it operates around 27 total hotels in
15 countries. So it is important for them to provide them safe and secured rooms. For managing
security they focus on developing emergency management because they have the ability of
avoiding risks and deal with hazards. There are several areas which management need to take
care in order to maintain a secured ambiance (Seneviratne and et.al., 2018).
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Increase brand image: Guest and their luggage are the main area in which the manager
of the hotel need to focus on. It is important for manager of Rosewood hotel to pay attention and
focus on protecting guests from crimes like health hazards, murders, pests, food poisoning etc. It
is important because guests and travellers come in the hotel for enjoyment and by making them
feel safe the hotel can increase brand image. Rosewood hotel group also provides secure luggage
store room & luggage trolley to their guests with the main aim of protecting them from theft.
Protects from accidents: Hotel equipments are other main area in which the manager
pay attention as guests want secure this area such as lifts, kitchen equipments, furniture fitting,
fire safety equipments, bomb threat security system, earthquake security system etc. There are
some hotels and sectors in hospitality sectors who had suffered from fire accident and other
accidents related to accident. For making guests feel secured and for ensuring them that the hotel
use all standard and measurements it is important for the manager to provide security. In order to
protect from accidents and for ensuring that guests are safe they give fire safety training to all
their staff and also check CCTV on regular basis.
Decrease labour turnover: The hotel manager not only focus on providing safety and
security to their guests but also to their staff and all members. They provide protecting cloths,
shoes. Manager of Rosewood hotel provide staff lockers, health and insurance schemes and clean
drinking water to their staff members. When employers lay keen emphasise on providing
security to employees then they feel motivated and happy for their work. They work more
productively and are less likely to leave the organization. So it can be said that safety and
security plays a critical role in increasing productivity of the hotel.
Reduce damage of hotel property: Other main importance and aim of using safety
measures and providing security to staff members and guests is to protect property from
damages. There is s risk of theft of hotel property by guests and outsiders. For reducing this
issue, the manager of Rosewood hotel appoint a security officer who keep eyes on all areas and
walk at regular intervals. By keeping master keys & by avoiding to give room numbers of their
guests to visitors they can save their property from being damaged (Chen, Ramamurthy and
Wen, 2015).
CONCLUSION
From the above study it has been summarized that housekeeping department played an
important role in the hospitality and accommodation sector. Housekeeping department perform
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some roles that helped the manager of the selected hotel in providing qualitative services to its
guests. It has interrelationship with other functional departments of the selected hotel that also
supported the manager in increasing guests satisfaction. Further this report has shown
importance of maintaining and providing safety as well as security to customers and staff
members. It also helped the hotel in raising its productivity and brand image.
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