Housekeeping Department Operations Analysis

This assignment delves into the functions and importance of the housekeeping department within a hotel. It examines the department's responsibilities, outlining its crucial role in maintaining hygiene, cleanliness, and overall guest satisfaction. The analysis further explores the interconnectedness of the housekeeping department with other departments such as human resources, maintenance, front office, and security. The significance of security measures within the housekeeping context is also highlighted.

Managing Accommodation
Services

Table of Contents
INTRODUCTION...........................................................................................................................1
P1 Identifying the scale and size of accommodation services....................................................1
P2 Explaining different forms of ownership for accommodation services.................................5
P3 Presenting the role of grading in Hilton.................................................................................8
P4 Describing the front office functions.....................................................................................9
P5 Describing the key role of front office functions.................................................................10
P6 Roles of housekeeping department......................................................................................11
P7 Describing the importance of linen stock and other guest supplies.....................................12
P8 Presenting the interrelationships between housekeeping and other key departments.........12
P9 Importance of scheduling maintenance to minimize the disruption....................................14
P10 Importance of security ......................................................................................................15
CONCLUSION..............................................................................................................................15
REFERENCES..............................................................................................................................16

INTRODUCTION
Managing the accommodations services plays an effective role in the every business. For
hospitality industry, it is quite necessary to provide the best quality of products and services to
their customers. The report main aim is to understand how the services are managed so that they
will easily meet out the demands of the customers. The chosen hotel for this report is Hilton
which is one of the leading firm in UK and provide top services to their customers as well.
Report identify the scale and size of the accommodation services which is found in the
hospitality industry. Further it also describe different forms of ownership which is available to
the accommodation service and then discuss the grading and classification system. Further it also
explains the organization's front office functions and some key roles in the office department for
Hilton. Then it describes the interrelationships of housekeeping department with other ones and
importance of security system in it.
P1 Identifying the scale and size of accommodation services
Theme 1: Number of hotels in UK in different years
Year Number of hotels in thousands
2009 12.3
2010 12
2011 12.3
2012 12.4
1

Interpretation: From the above graph it has been analysed that in UK the number of
hotels are increases such that in 2009 its number is low but as the year passes number of hotels
are increases and as a result, the size of total hotels are raises.
Theme 2: Hotels in UK in 2009
Type of hotels in UK Number
5 star 92
4 star 771
3 star 1697
2 star 542
1 star 9
2
1 2 3 4
0
500
1000
1500
2000
2500
2009 2010 2011 2012
Year
Number of hotels in
thousands

Interpretation: From the above graph, it as been analysed that in UK, 3 star hotels are at high
number as compared to others such that there are 1697, 3 star hotels and 92 5 star hotels. While
on the other side, there are only 9 one star hotels in UK.
Theme 3: Number of hotels in England
Type of hotels in England Number
5 star 68
4 star 540
3 star 1256
2 star 452
1 star 9
3
92
771
1697
542
9
5 star
4 star
3 star
2 star
1 star

Interpretation: From the above, it has been realised that in England also there are 1256, 3 star
hotels and 68 five star hotels and 540, 4 star hotels in England. That clearly shows that the
majority of 3 star hotels are in England as compared to other hotels.
Theme 4: Quantity of rooms in UK in 2015
Bedrooms in UK Number
201 + rooms 339
101- 200 rooms 1141
51- 100 rooms 1892
26-50 rooms 2357
11-25 rooms 6300
4
5 star 4 star 3 star 2 star 1 star
0
200
400
600
800
1000
1200
1400
68
540
1256
452
9
Number

Interpretation: In 2015 data, it has been clearly realised that the hotels which have 11 to 25
rooms are in large quantity as compared to others. Moreover, 201 bedrooms are in 339 in number
and 101 to 200 rooms are in 1141 numbers.
P2 Explaining different forms of ownership for accommodation services
Types of
ownership
Description Advantages Disadvantages
Sole trader It is the type of an enterprise
which is basically run by one
person and there is no legal
restriction for running a
business (Weima and
Hyndman, 2019).
 The person can
easily changes
the business
structure.
 Also, requires
low start up
cost.
 It has unlimited
liability.
 For a sole
trader it is
tough to secure
funding.
Limited
company
It is that type of business
which allows the business
 It has the
biggest
 It require a lot
of cost for
5
201 + rooms
101- 200 rooms
51- 100 rooms
26-50 rooms
11-25 rooms
0
1000
2000
3000
4000
5000
6000
7000
339
1141
1892 2357
6300 Number

owner to keep their own
assets separate from other
business. So that there is no
risk for personal wealth.
advantages
related to tax
benefits.
 It has a limited
liability.
investment.
 There are more
complex
accounts and
some
restrictive rules
that govern the
accounts as
compared to
others
(Killaspy and
et.al., 2016).
Ordinary
business
It is normal own business
which is set up in order to
fulfil the demands of their
customers.
 Easy to set up
and there is no
legal restriction.
 Entire profit
and loss is
beard by the
owner
themselves.
 Require high
cost to set up a
business.
 Whatever the
loss company
faces, that is
beard by a
person.
Partnership It is the form of business in
which two or more people
share the ownership and the
responsibility for managing
the company and profit and
loss share at equally.
 Using this, a
person can
easily set up
their business
and also
maintain their
overtime as
well.
 Difference of
opinions also
exist in this
partnership.
Limited It allows the investor to buy a  Using this, the  Partners are
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partnership business but sometimes it
also maintains the limited
liability as well which is
based upon their
contributions (Robinson and
et.al., 2016).
partners will
easily share the
workload and
also rewards for
the business
success.
also splits from
the profit
which is
generates and
each partners
also creates
disagreements
with them.
Limited
liability
partnership
In this, all the partners have
limited liabilities and even
each partner is not
responsible for another
partner's misconduct.
 Limited liability
partnership
have separate
legal entity.
 It also has
Roles of
housekeeping
departmentflexi
ble agreement.
 It leads to
greater
penalties and
one partner
have more than
one rights.
Unincorporated
Association
It is an organization which is
set up from an agreement
with the group of people so
that they come together for
earn profit.
 It is more
flexible
structure among
all.
 It does not
recognize as a
separate entity.
Purchase Advantages Disadvantages
Cash purchase  It is one of the most simple
method among all purchase
method in the context of
hotel.
 Sometimes the cash is not
available for purchasing
the items.
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 There is no interest require.
Bank Loan  One of the most common
method and can take loan
up to some extent
 Sometimes the person has
to pay a lot of amounts as
an interest if they did not
complete it on defined
time.
Family Loan  Purchasing item from a
family loan will helpful to
take money without
charging any interest.
 Sometimes taking money
from family members
creates clashes in between
the family members (Dixit,
2017).
Joint Purchase with
family/ friends
 It helps to purchase item
even though they are more
expensive.
 Monthly expenses are also
shared with an ease.
 Sometimes it also leads to
breakdown from their
relationship as well.
Franchise  It helps to establish a good
market share because of
franchising an already
existing brand.
 In the context of hotel, It
may creates difficulties in
selling the property.
 All the profits should be
shared equally.
Re- mortgage own
home
 Purchase it at low interest
rates.
 It is quite flexible and can
easily afford the monthly
payment as well.
 A person has to pay a lot of
as compared to originally
borrowed.
P3 Presenting the role of grading in Hilton
Area Description Services
Essentials These are the most necessary things which  Easy check- in check out
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a hotel must posses while providing a
customers service to their guest (Kimes,
2017).
facility.
 Good quality of bed with
maintained bathroom.
 Stand out room services 24
hours.
 Internet or Wi-Fi
 Faultless housekeeping
 Basic toiletries.
Basic In hotel, some basic requirements should
be there so that it helps to leave a good
impression.
 Lunch, dinner facilities.
 Proper and maintained
bathrooms with rooms.
 Basic room services.
 TV
 Sanitation facilities.
Nice to have Nice to have are those things which a hotel
may or may not posses. But if it provides
these things then it creates good
impression upon their customers.
 Cab facilities.
 Iron
 Swimming- pool
 Gym
Luxury These are the things which provide unique
facilities to their customers with more than
a fashionable interior.
 Shaman sessions.
 Spa
 Cinema Spa
 Sky taxi
 Aroma Holiday
 Separate place for dinner
Hyper
Luxury
These are the things which are enjoyed by
the richest person and as per rising demand
of their customers, these things are used
only in five star hotels.
 Personalised firework display
 Hot air balloon ride
 Paragliding
 In- Suite Shopping
 Complimentary luxury car
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drives
P4 Describing the front office functions
Functions of Front office departments
Area Description Equipments
required
Reservations For some particular period, the request made by guest in a
hotel regarding accommodation is called as reservations
(Rushmore and O’Neill, 2015). Such that the
reservationists are those employees who are basically
responsible for check- in and check out facilities. They are
also accepting and rejecting the reservation made by call,
e-mails etc.
Register, pen,
computer
Reception This section is basically responsible for the friendly nature
and they have a direct contact with their guest and it is
also necessary that they should pose an amiable
personality that leaves a positive impact.
person who have
good
communication
skills, computer or
laptop
Telephone
Operator
It is generally found in back side of a hotel and connected
to the front desk but do not seen by guest. They basically
handle all the incoming and outgoing guest calls and also
responsible for posting all the charges which are incurred
by guest at the times of calls.
Telephone,
computer,
Information
Section
This is located at the lobby side which basically provides
entire information related to their hotels and also
responsible for handling guest mails and messages
(Simón, Narangajavana and Llorente, 2016).
Laptop, cordless
telephone.
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P5 Describing the key role of front office functions
Different key roles for front office department are as follows:
 Front office Manager: they are responsible of entire operations such that they manages
and provide training to their front office staff. They also deal with guest and arrange staff
scheduling.
 Reservations Manager: They ensures that the guest needs are met. They also manages
room blocks for some large events and keep monitoring entire bill arrangements and also
handles some room inventories as well (Grobelna and Tokarz-Kocik, 2017). Apart from
this, they also manages the revenue variance and keep identifies the area of concern and
make some strategies to overcome those.
 Check-in Desk Manager: They are responsible for entry of their new guest and they also
work closely with some other person such as ground escorts, security etc.
 Guest Services Manager: they train the new guest service department and also answers
letter of enquiry regarding some rates and availability. Further they also maintain a
detailed knowledge related to the hotel service and some hours of operations.
 Concierge: they are the person who make dinning and their other reservations for their
customers and also provide information to them regarding shopping, recreational
destinations. Apart from this they are also make better travel arrangement for sightseeing.
 Porter: their main duty is to make sure that entire building is neat and clean, free from
clutter and safe (Faisal, 2018). They also help the guest by carrying their luggage and
advise them regarding the hotel facilities as well.
 Night Porter: A night porter basically do their job at night and provide directions and
also responding to safety and security issues as well. They also answer all queries and
making reservations.
P6 Roles of housekeeping department
 Housekeeping is the biggest physical area in variety of hotels such that their main
function is to make sure about the cleanliness, comfort, privacy and convenience in safe
environment.
 They are also responsible for effective cleaning and also make their customers satisfied
through their best customer services.
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 They also make sure that everything is working for the next guest and they also cater to
the laundry requirements, staff and uniforms as well.
 They also maintain the floral decorations and landscaped areas of hotel. Further they may
also select the best contractor who ensures that the quality of work is maintained
properly.
 The housekeeping department of hotel is also kept coordinating other department in order
to make sure the smooth functioning of their operations department in the quoted firm.
 They further look after that the guest feel comfort because for them it is the topmost
priority to provide the comfort whenever they demand.
P7 Describing the importance of linen stock and other guest supplies
In quoted hotel, the hotel linen in housekeeping department is one of the largest expenses
department such that is too expensive to replace. On the other side, if it is well maintained and
correctly laundered then the life of those products are increased. It is also important that the
toiletries and linen stock should be maintained so that it can be easily provided at the time of
requirements as well. It has been further analysed that an efficient hotel linen and laundry
management also makes sure that a large volume of solid linens are washed so that they look and
smell fresh at right time at right place (Linen stock, 2019).
Apart from this, it is further analysed that if the linen stock is properly handled by the
housekeeping staff then it makes a positive impression upon their customers and further by
maintaining proper linen stock also helps to meet out the demands of the customers whenever
they need. Moreover, an extra bed and toiletries stock should also be maintained and they should
properly wash after every once usage so that it feel comfortable buy the guest even after using it
next time.
P8 Presenting the interrelationships between housekeeping and other key departments
As discussed that housekeeping department is one of the most important part for a hotel
industry and it is also interrelated with other department in various ways such as:
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Mind map
Housekeeping coordination with Front office: Th coordination between the
housekeeping and front office is so close such that housekeeping department prepares the rooms
13
Housekeeping
department
Human resource
Maintenance
Front officeSecurity
Purchase
Security and safety
Cleaning and
preparing
Replace
unnecessary items
Recruitment of
staff,
Promotion and
their confirmation
Room stationaries,
Cleaning agents

while front office sales that room after preparing the room. On the other side, if the close
relationship is not maintained then it will be more tough for front office. Further, when the guest
leaves their room It is the duty of the housekeeping department to clean those rooms and handed
over to keys to front office department (Meng, 2017).
Housekeeping coordination with Human resource: It also works closely with HR
department such that they coordinate for recruitment of their staff, issuing of identity cards, helps
in confirmation and promotions, also provide other facilities to them.
Housekeeping coordination with purchase: The housekeeping department also helps to
purchase department for purchasing various items such as guest supplies, room stationeries and
some cleaning agents as well.
Housekeeping coordination with Security: for the customers, the guest room is a
private place and even the hotel is also spent a lot of money to make sure the privacy and
security. But on the other side, sometimes the guest also take the advantage of using this privacy
by performing some illegal activities. Further, at that time the housekeeping department have to
be alert to those who going out and also inform their security to take the action against them.
Housekeeping coordination with Maintenance: The department also keep closely work
with maintenance department and their main purpose is to keep their furniture safe and in
working condition in order to protect their guest from any misshapen (Fouad, Hussein and Attia,
2016). Therefore, a proper correlation is also essentials with the engineering department. They
also carries out the task of fixing the order furniture, replacements and repairing all the items.
P9 Importance of scheduling maintenance to minimize the disruption
In order to minimize the disruption, it is quite necessary for the hotel to keep scheduling
the maintenance such that whenever the housekeeping department found any replacements things
then it is their duty to immediate replace them or contact with the maintenance department for
taking further actions. Apart from this, scheduling is the key and a basic priority of entire system,
even having a set schedule in a place such as cleaning and lubrication is the main factors that
helps to prevent problem from extending the time between repairs and failures (Weima and
Hyndman, 2019).
A proper scheduling and maintenance also helps to make safety a priority such that a firm
should provide proper training to their staff members to work under a safe condition. Forecasting
14

or scheduling related to toiletries is another important task in which a housekeeping department
should provide scheduling all the necessary inventories so that it helps to lead or creates a
positive impact upon the customers. Thus, overall, it helps to improve the overall performance
metrics and helps to lead a hotel in next further level of success and it also minimizes the
disruptions as well.
P10 Importance of security
In the context of hotel industry, security plays another effective role because of the
following reasons:
 It prevents and limit property damage.
 Protect all the staff and residents from illegal activities.
 Also, responses at the time of emergency.
 If the quoted hotel applied this system then it also prevents the crimes from being
committed at the time of off hours.
 Security system in accommodation services also assist to train their staff related to safety
measures (Killaspy and et.al., 2016).
 Apart from this, proper CCTV should also be introduce so that it helps to creates trust for
their customers regarding their safety and security in the workplace.
 From the above, it has been cleared that without proper security department, the quoted
hotel will not be easily prevent their entire system from any misshapen. Therefore, it
shows that the security basically helps to secure their customers and make them
comfortable at a place.
CONCLUSION
By summing up above report, it has been concluded that managing the accommodation
services are quite important for Hilton because it leads to leave a positive impact upon their
customers. From the present study, it has been concluded that in UK, there are large amounts of
3 star hotels and hotel should provided some basic, essential and luxury items to their customers.
Further it also concluded that without housekeeping department the hotel will not provide the
basic services to their customers and it also evaluates the forecasting of linen stock for the quoted
firm. Moreover, it clearly shows the interrelationship of housekeeping department with other
departments and then concluded the importance of security as well.
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REFERENCES
Books and Journals
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hotel industry.
Faisal, M., 2018. How to increase efficiency of Front Desk using holistic approach: Case: Hotel
X.
Fouad, M. A., Hussein, S. and Attia, A. Y., 2016. Housekeeping Performance and Guest
Satisfaction in Resort Hotels. International Journal of Heritage, Tourism, and
Hospitality.7(2).
Grobelna, A. and Tokarz-Kocik, A., 2017. RELATIONSHIPS BETWEEN JOB
CHARACTERISTICS AND ORGANIZATIONAL COMMITMENT: THE EXAMPLE
OF HOTEL HOUSEKEEPING EMPLOYEES. Economic and Social Development: Book
of Proceedings, pp.491-500.
Killaspy, H. and et.al., 2016. Quality of life, autonomy, satisfaction, and costs associated with
mental health supported accommodation services in England: a national survey. The
Lancet Psychiatry.3(12). pp.1129-1137.
Kimes, S. E., 2017. The future of hotel revenue management.
Meng, J., 2017. Hotel Operational Audit.
Robinson, R. N. and et.al., 2016. Attitudinal similarities and differences of hotel frontline
occupations. International Journal of Contemporary Hospitality Management. 28(5).
pp.1051-1072.
Rushmore Jr, S. and O’Neill, J. W., 2015. Updated benchmarks for projecting fixed and variable
components of hotel financial performance. Cornell Hospitality Quarterly. 56(1). pp.17-
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Simón, F. J. G., Narangajavana, Y. and Llorente, R., 2016. Information systems management in
hotel chains. The Routledge Handbook of Hotel Chain Management, p.324.
Weima, Y. and Hyndman, J., 2019. Managing displacement: negotiating transnationalism,
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Online
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