Managing Accommodation Services in Hospitality Industry

This report discusses the scale and size of accommodation services, different forms of ownership, grading and classification systems, front office and housekeeping department roles, and importance of forecasting linen stock in hospitality industry. The report is based on Savoy Hotel, a luxury hotel in London, and includes subject areas such as tourism, hospitality, and management.

Managing
Accommodation
services

Table of Contents
INTRODUCTION...........................................................................................................................1
MAIN BODY ..................................................................................................................................1
P1 Identify the scale and size of the accommodation services found within the hospitality
industry. ......................................................................................................................................1
P2 Explain the different forms of ownership available to accommodation services .................2
P3 Discussion on the role that grading, classifications systems and online review sites play
when potential guests look for and book accommodation..........................................................3
P4 Explain the organisation of front office functions within a variety of accommodation
services .......................................................................................................................................4
P5 Discuss the key roles within the front office department for a selected organisation...........5
P6 Review the key roles found within the housekeeping department in a selected organisation
.....................................................................................................................................................6
P7 Assess the importance of forecasting linen stock and other guest supplies to ensure
sufficient supply to meet demand...............................................................................................6
P8 Illustrate the importance of inter-relationships between housekeeping and other key
departments within a selected organisation to provide quality provision and services..............7
P9 Examine the importance of scheduling maintenance or repair work to minimise disruption
to guests.......................................................................................................................................8
P10 Discuss the importance of security within a selected organisation......................................8
CONCLUSION................................................................................................................................9
REFERENCES..............................................................................................................................10

INTRODUCTION
In tourism industry accommodation sector is one of the largest sector, which offers an
individual dynamic and diverse work environment to experience. These industry offers a lot of
opportunities in career advancements, positions in different destination and more.
Accommodation sector is integral part of an hospitality industry and enables the learner to know
about the diverse services available to guests (Shin and Jeong, 2022). This report is based on
Savoy Hotel which is a luxury hotel in the City of Westminster in Central London, England. It
was the first luxury hotel in Britain and introduced electric lights throughout the building , lifts,
bathrooms , have lavished furnished rooms and many other innovations. It makes their guests
experience royal and warm surrounding. This report includes the different types of
accommodation services that are available within hospitality department. It includes the role of
Front Office department and Housekeeping department within accommodation services.
MAIN BODY
P1 Identify the scale and size of the accommodation services found within the hospitality
industry.
Accommodation services refers to room, building or lodging ,a place to stay which is
temporarily where guests stay and use the different amenities that are being provided within
hotels. The meaning of term accommodation may differ like in hospitality industry it determines
the rooms and different amenities associated with it which includes hotels, resorts, motels and
many more. The size and scale of accommodation may vary from one to another depending on
the customers group and their needs and preferences, which are being classified into different
groups which are discussed as follows-
 World class services: These are the accommodation that targets top business executives,
high ranking profile individuals, rich and wealthy celebrities and more. They are also
known as luxury hotels, that provide high end services to their customers. These hotels
offer their costumer valuable experience and build honesty and loyalty within customers
towards the organisation (Lu and Zhao, 2022).
 Mid range services: These are the accommodation places that offers its customers with
mid range 3-4 star accommodation. These hotels does not provide luxury services but
they provide services which can satisfy the wants and expectations of their customers
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which includes room services for food and beverages, in room entertainment and have
limited staff. These are the hotels which are being occupied mostly by travelling
customers.
 Budget services: These are budget friendly accommodation which are affordable for all
kind of individuals (Le, Khoi and Nguyen, 2021). They provide clean, comfortable,
safe, inexpensive rooms that can satisfy the basic needs of all the guests. They provide
minimum services and amenities without no additional cost for costly services.
 Global hotel chains and groups: These are the hotels that have holdings and
subsidiaries chains of organisation with themselves which includes franchises and
subsidiaries. The chain of hotel groups are being approved by Tourism department and
different hotels under a name which is responsible to control all the operations of all the
chains of hotels.
 Serviced and Non-Serviced businesses: Services businesses are the business that
provide services for the benefit of the customers. These services includes transportation,
cleaning, travelling, hospitality and more. Non serviced businesses is a business whose
primary focus is to sell products and services to customers and offers self service
opportunities as well. UK hospitality industry provides two kinds of lodgings which are
service and non serviced housings.
P2 Explain the different forms of ownership available to accommodation services
The different form of accommodation that are available to accommodation services are
discussed as follows-
 Privately Owned Hotels: A privately owned hotels is the one in which finances are
being invested by a interested persons and parties, but the actual organisation structure
and functions are being managed by some other individuals. These are basically the lease
hotels.
 Managed Hotels: These are the hotels which are being run and operated with partnership
in small and large organisations (Alnawas and Hemsley-Brown, 2019). The person are
being assigned share in the profits of the business. The hotel continues to be privately
owned, but the managing hotel takes over the day to day operations and uses brand name
to mange their operations and working.
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 Leased Hotels: These are the hotels that are being formed for the purpose of leasing in
long term basis. There are lessor and lessee experience in which lessor is the person who
have leased the property and lessee is the person who is using that property. Leased
hotels are owned by the individuals who are not capable of investing and hold their own
premises (Elsharnouby and Elbanna, 2021).
 Franchises: A franchise hotel may have many advantages and disadvantages. The hotel
is being benefited by the name and fame of the organisation owner. If the business of the
owner looses market share than they will suffer the loss at the same rate. The owner of
the organisation charges a price for the services that are being granted by the franchisee.
P3 Discussion on the role that grading, classifications systems and online review sites play when
potential guests look for and book accommodation
The role that grading, classification systems and online review sites play when potential
guests look for and book accommodation are discussed as below-
Grading determines the reputation of the organisation that it holds in the marketplace, usually by
using nomen culture like stars and more. Rating determines the services and facilities that it is
providing in the marketplace. Classification systems is an approach where hotels are grouped and
organised on the basis of the services, which can be used to make a comparison. Grading and
classification systems are used to inform consumers to recognize quality, differentiating services
and facilities and offer transparency and greater information to consumers. These approaches
helps the consumers to determine both the standard of the hotel that is available at the destination
and ability and capacity to purchase accommodation that can satisfy individual needs and
expectations (Li and et.al, 2022). In order to understand grading and classification system, a
differentiation is performed between different countries which are discussed below-
Country Grading system Classification system
UK The country uses the grading system
, by rating the hotel on five star
basis scale.
Classification system uses range
of scale where hotel are assigned
the numbers based on the
services and facilitates that are
provided by them.
Europe To rate the services of hotel, the It considered the quality and
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country uses four star rating system. services associated with the hotel
necessary which helps to rate the
hotel.
US It uses a sale of five star basis ,
where services are being classified
on the scale basis (Ginthotavidana
and Waidyasekara, 2021).
It is done on the basis of physical
amenities, cost effectiveness and
other factors.
Role of online review sites when potential guests visits to look for and book
accommodations.
Online review sites offers their potential visitors an detailed overview of the services,
products, quality and any other facilities. With the right reputation management, the hotel has
great chances to increase revenue and remain competitive in the marketplace. Intention of the
customers are being influenced by internet reviews of different individuals good reviews will
lead the organisation to acquire a large customers and bad reviews can have a impact on the trust
and hotel bookings. Online reviews will enable the organisation to increase their visibility and
improve consumer contacts which will enable the organisation to attain a competitive edge in the
marketplace. In context top Savoy hotel, the hotel provides luxury accommodation, services and
other facilities to their customers. The hotel is being recognised as a luxurious space with five
star ratings, which drives more and more costumers towards them. The hotel uses various digital
platforms to connect with the peoples and get to know about the various activities, which enables
the organisation to satisfy their customers by fulfilling their demands and preferences.
P4 Explain the organisation of front office functions within a variety of accommodation services
The role played by the front office department is of utmost importance in order to relate
with the guest. This is centric to the hotel. The finest accommodation services are offered by the
Savoy hotel, in order to offer the best experience of stay in the lavish residence of the UK. The
front office department therefore is located at the entry area so that visitors can directly contact
with it (Iannuzzi and Sacchetto, 2022). The responsibility with the front office department is to
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record the information with respect to guest, coordinating the guest services and also responsible
for the satisfaction of guest. The functions in reference to front office are as-
 Database of the guest- keeping the proper record of the guest with all the relevant
information and the data must be accurate and reliable.
 Updating of the status of room- it needs to check that room status is updated like do not
disturb, CI, CO and available (Arici, Cakmakoglu Arıcı and Altinay, 2022).
 Reservation- the department need to maintain the separate record for the advance
bookings and confirm that room is available to the guest when entering the hotel and
separate record for instant booking and maintain the record for availability of the rooms
and do the bookings accordingly.
 Guest registration- front office department comes into play when the visitor visits the
hotel. It is the responsibility for the department to perform the activities like handling of
the facilities of room, check ins, the treat department provide to guest when it enters and
also maintains the price level that fair prices are charged and needs of guest.
 Telephone operator- this is the separate section of the front office department although a
part of it. It handles the call from the guest and solve the inquiries in the best way
possible. It is also responsible to make the outgoing call in order to inform certain things
which is necessary.
 Business centre- the time has changed and so does the format of information system.
The guest demand is for services like translating and interpretation of the services and
also the the providing of computers and laptops, so the front office demand fulfils these
responsibilities. They also make arrangements with respect to the meetings, conferences.
 As an information centre- the front office department therefore provides the
information to the guest as and when required. This section also handles the mails and
messages of guest. This is the segment of front office department.
P5 Discuss the key roles within the front office department for a selected organisation
A front office departments is responsible to develop and maintain a comprehensive data
of all the guests that arrived and coordinates their efforts to satisfy the needs of the guests (Wang
and Xu, 2021). The front office departments includes cash counter, registration section,
telephone and business Center. In context to Savoy hotel, The role of front office department is
discussed as below-
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 Front office manager: Savoy hotel have friendly, professional and well experienced
managers which are responsible to handle all the complaint and grievances of the
customers that they are dealing with, which will help the hotel to have satisfied customers
(Priyangika, Perera and Wickremanayake Karunaratne, 2020).
 Reception manager: In context to Savoy hotel , the role of reception manger is to
supervise the professional greetings of their clients and visitors to the highest standards.
To manage reservations of bookings and responsible for keeping the records of all the
guests that are arriving in the hotel.
 Reservation manager: In context to Savoy hotel, the frond office department is
responsible for managing online booking and reservation of rooms,, responding to mails
and fulfilling all the requirement of the material to run the operations effectively and
efficiently.
P6 Review the key roles found within the housekeeping department in a selected organisation
Housekeeping department plays a vital role in the hotel, they are responsible for proper
maintenance , sanitation and other facilities. With reference to Savoy hotel, the role of
housekeeping department are discussed as follows-
 Savoy hotel housekeeping department are responsible for performing all duties towards
cleaning. Maintaining orderliness and running the property and keeping it highly
desirable ambiance which will attract the customers.
 Savoy hotel is assigned with the task of maintaining a positive environment within the
human resource department which can lead to have a committed and coordinative
workforce.
 Housekeeping department of Savoy is responsible for adequate cleaning and providing
comfort to their guests, which can lead a company to attain a competitive advantage (Al-
Aomar and Hussain, 2018).
P7 Assess the importance of forecasting linen stock and other guest supplies to ensure sufficient
supply to meet demand
Forecasting linen stock and other guest supplies are of importance in hospitality industry
to ensure sufficient supply to meet the demands. Forecasting linen stock and other guest supplies
will enable the hotel to meet the requirement of its customers and remain competitive in the
marketplace. Linen stock is defined as a standard amount of linen inventory that are being
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needed for smooth functioning of operations within the hospitality industry. In Reference to
Savoy hotel , The hotel forecast about the requirement of different products and services that is
required to meet the essential requirement of the hotel (Gwebu and Barrows, 2020). It will help
the hotel to better understand and make strategies on how they are going to perform their
operations.
P8 Illustrate the importance of inter-relationships between housekeeping and other key
departments within a selected organisation to provide quality provision and services
It is of significance that all the department within an organisation work in a coordinative
manner which will allow the organisation to achieve their targets or goals. In context to Hotel
Savoy, interrelationship between housekeeping and other key departments , will enable them to
run their operations smoothly and satisfy the expectation and needs of their customers. The role
of interrelationship between departments in a hospitality industry are discussed as below-
 Interrelationship between Housekeeping and Front office: Housekeeping and front
office discusses about the status of the room, which will help them to report on the
availability of rooms for immediate guest occupancy. Housekeeping room status can
include availability, occupied, stay over and so on. Housekeeping and front office also
communicate on the details of potential house count, securities concerns and amenities
requirement. These all department are required to fulfil their duties in order top satisfy
the expectation and demand of the consumers.
 Interrelationship between Housekeeping and Food as well as Beverage services:
These both department are important to each other in order to complete their tasks and
services on time. The food and beverages department constantly need clean and sanitary
clothes, towels and other inventory within the rooms which is the duty of housekeeping
department to mange (Jayawardena and Vithanage, 2022). Workforce within hotel
required clean uniform on a regular basis in order to look presentable and clean
throughout. Collection of solid linen from food and beverage department and provision of
ready linen and uniform to food and beverage department on a daily basis.
P9 Examine the importance of scheduling maintenance or repair work to minimise disruption to
guests.
The role of scheduling maintenance is important to run the operations effectively which
results into overall guest satisfaction, cut down large expenditure which can be incurred in the
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case of repairs (Roma, Panniello and Nigro, 2019). Proper facilitation of scheduling
maintenance and repair work within hospitality industry can help the organisation to attain a
competitive advantage in the marketplace. In context to Savoy hotel, proper scheduling
maintenance, will enable the hotel to attain a large group of satisfied and trustworthy costumers.
1. Importance of Scheduling work: Scheduling different task with the hotel premises will
enable the organisation to assign different task to different individual which will enable
the organisation to achieve their tasks adequately and achieve their overall targets and
objectives. It enables the organisation to set different strategies tat are being necessary to
achieve the task as per the requirement in the marketplace. In reference to Savoy hotel,
Scheduling plays a crucial role in satisfying the demands as per the expectation of the
potential market place. There are different ways through which activities can be
maintained within an hospitality industry which includes maintenance of log books which
records all the information about the guests , number of the rooms and many more which
enables the workforce within the hotel to perform their task effectively which will help an
organisation to satisfy the demands and needs of their guests according to their tastes and
preferences.
P10 Discuss the importance of security within a selected organisation
Safety and security at the workplace is very important to any business and organisation it
reduces insurance compensation , liabilities and other expenses towards their stakeholders.
Adequate safety norms and regulations is required in a hotels for maintaining a good reputation
in the marketplace by followings check up on a regular basis and check out and check ins. In
context to Savoy hotel, they hold a tight security at every corner of hotel and fix CCTV cameras
and other gadgets to take a control on all the activities and movements that are taking place in the
hotels which enables the company to regulate their operations properly and follow proper safety
measures to minimise the complexities in the hotel premises and in their ambiance (Muhammad
and Sarwar, 2021).
 Prevent damage: safety and security within a hospitality industry reduces the chances
of damages that can occur and can result in disturbance of operations. Safety cultivates
situational awareness and maintain balance. It enables the safety of the assets of
organisation.
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 Designated security officers: It is important for organisation to have security officers
that can take care of the premises and the activities that are taking place in the premises.
 Guests and luggage: Savoy hotel , provides personal services to their customers in
carrying their luggage and guests safely within the hotel premises, which in turn
improves the overall experience and expectation of the customers.
CONCLUSION
From the above report it is concluded that, hospitality and tourism sector is one of the
growing and leading sectors in their industry. This report involves the importance of effective
accommodation services in an hospitality industry and how it enable the organisation to achieve
competitive advantage. This report includes the different size and scale of accommodation
services and different forms of ownership available to accommodation services. Further it
includes how grading and classification systems helps the organisation to improve their
performance with the help of scheduling maintenance and security to satisfy customer
expectations. It also discusses the role of front office and interrelationship with different other
departments of an organisation.
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REFERENCES
Books and Journals
Shin and Jeong, 2022. Redefining luxury service with technology implementation: the impact of
technology on guest satisfaction and loyalty in a luxury hotel. International Journal of
Contemporary Hospitality Management.
Lu and Zhao, 2022. Customers’ purchasing intentions for enhanced cleaning services in hotels
during COVID-19: establishing price strategies. Consumer Behavior in Tourism and
Hospitality.
Le, Khoi and Nguyen, 2021. Unraveling the dynamic and contingency mechanism between
service experience and customer engagement with luxury hotel brands. International
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Alnawas and Hemsley-Brown, 2019. Market orientation and hotel performance: investigating the
role of high-order marketing capabilities. International Journal of Contemporary
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Elsharnouby and Elbanna, 2021. Change or perish: Examining the role of human capital and
dynamic marketing capabilities in the hospitality sector. Tourism Management, 82,
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Li and et.al, 2022. Hotel service convergence innovation. Journal of Global Scholars of
Marketing Science, 32(3), pp.398-414.
Ginthotavidana and Waidyasekara, 2021. A performance measurement model for the
housekeeping services in healthcare facilities. Facilities.
Iannuzzi and Sacchetto, 2022. Outsourcing and workers’ resistance practices in Venice’s hotel
industry: The role of migrants employed by cooperatives. Economic and Industrial
Democracy, 43(2), pp.877-897.
Arici, Cakmakoglu Arıcı and Altinay, 2022. The use of big data analytics to discover customers’
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Wang and Xu, 2021. Deterrence and leadership factors: Which are important for information
security policy compliance in the hotel industry. Tourism Management, 84, p.104282.
Priyangika, Perera and Wickremanayake Karunaratne, 2020. Facilities management roles in the
hotel industry: the skills and competencies required. Journal of Quality Assurance in
Hospitality & Tourism, 21(4), pp.454-473.
Al-Aomar and Hussain, 2018. An assessment of adopting lean techniques in the construct of
hotel supply chain. Tourism Management, 69, pp.553-565.
Gwebu and Barrows, 2020. Data breaches in hospitality: is the industry different?. Journal of
Hospitality and Tourism Technology.
Jayawardena and Vithanage, 2022. WHATT roundtable: what innovations would enable
tourism and hospitality industry to re-build?. Worldwide Hospitality and Tourism
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Roma, Panniello and Nigro, 2019. Sharing economy and incumbents' pricing strategy: The
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Muhammad and Sarwar, 2021. When and why organizational dehumanization leads to deviant
work behaviors in hospitality industry. International Journal of Hospitality
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Management,99,p.103044.
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