Managing Accommodation Services in Hospitality Industry

This presentation provides an overview of managing accommodation services in the hospitality industry. It covers topics such as the scale and size of accommodation services, different forms of ownership, the role of classification and grading, and the functions of the front office department. It also discusses the key roles within the front office department. Whether you are a student studying hospitality management or a professional in the industry, this presentation will provide valuable insights into managing accommodation services.

Managing Accommodation
services (Unit 7)

TABLE OF CONTENT
 INTRODUCTION
 Scale and Size of accommodation services within hospitality industry
 Different forms of ownership in accommodation services
 Role of classification, grading and online guest review sites in influencing potential guest to look and
book hotel
 Front office department function within accommodation services
 Key roles within front office department
 CONCLUSION
 REFERENCES

INTRODUCTION
 Managing accommodation services refers to management of services related to food, lodging
and convenience in order to satisfy needs of people by effectively utilizing their time and
money.
 It is largest sector in hospitality industry that is growing at a fast with offering lot of opportunity
to many students in dynamic and diverse sector.
 Therefore, it is one of the most crucial part of hospitality industry and helps in providing
number opportunity to individual.
 This report covers analysis of Hotel Hilton that was established on 31 May, 1919 by Conrad
Hilton and it has 586 hotels located worldwide

Scale and Size of accommodation services within
hospitality industry
 There are various kinds of accommodation services that are available in hospitality industry that provide
different level of facilities and experience to customers. Such as Hostels, Guesthouse and Apartment are
some of the accommodation facilities where people can effectively utilize their time and money. Therefore,
types of accommodation are explained below:
 Hostels: It is one of the cheapest accommodations that offer shared room facilities with bunks bed, even
amenities are also shared between people. It is best places for meeting of new people because it provides
user friendly environment. Therefore, attract large number of youngsters to spend their time in such hotels
for travelling or studying.
 Guesthouse: Such accommodation facilities provide guest feeling same as a home by offering a bed, local
furnisher and homemade food. Sometime guesthouse offers shared facilities to people such as kitchen and
bathrooms.

 Hotels: It is one of the best and most preferred accommodation as it provides all
essential facilities such as TV, free Wi-Fi, restaurants and bars and room services to
customers to spend their leisure time effectively. They are categorized on the basis of 1-
5 stars as per services and facilities offered by each hotel so that individual can choose
best hotels as per its needs.
Global chain and consortia
 Hotel Hilton is fifth largest hotel chain in the world that have more than 164,000
employees, 4,922 hotels across 104 countries and territories to provide standard and
luxury facilities to people for spending their leisure time.

Serviced and non-serviced Business
 Serviced accommodation: Hilton hotel is great example of providing service
accommodation to people in UK. It offers varieties of services such as reception,
cleaners, room services, restaurant for food and drink to people that stay for overnight
or weekend. Thus, various services offered by hotel helps in satisfying needs of
customer beyond their expectancy. It has generated revenue $8.90 billion and
contributed large amount for economic growth and development. Hilton has owned
5,757 properties with 923,100 rooms in more than 113 countries and well established
14 brands. Its purpose is to satisfy needs of customers by providing luxury facilities
and amenities to people so that they can utilize their time and money in effective
manner.


Business models:
 Information accommodation model: It provide essential information to people
so that they can use it while making decision regarding hotel to be choose
among.
 For example: Airbnb is a online market place that provide lodging and homestay
facilities to people in order to provide better tourism experience.

Different forms of ownership in accommodation services
Hotels are classified on the basis of various accommodation facilities provided by it to customers
such as world class services, mid-range and budget services. Different level of services provided
by hotels are as follows:
 Luxury: Hotels that provides standard and qualitative services and facilities, infrastructure
and amenities to high class people or customers. Therefore, such hotels motive is to provide
world class experience by offering all luxury facilities to customers. 5 stars hotels provide
luxury services such as free Wi-Fi, upscale restaurants and pool, private dining, concierge
and target business executive, celebrity and wealthy clients.
 Mid-range: It included hotel that have rating between 3-4 stars and have limited staff to
render services to its customers. Most of the traveler choose such types of hotels as it offers
free Wi-Fi, restaurants and pool, room services at affordable rates.

Types of facilities found within each accommodation:
 Restaurants: It offers standard and quality food and beverage to customers, have attractive
menu that is able to cater needs of every individual. Such as self-catering kitchen or lounge,
conference room and outdoor barbecue room where people may sit and enjoy spending
time. Free Wi-Fi, parking facilities and laundry facilities.
 Valet: It provides ease and comfort to customers in parking cars as a person is assign to
park car or vehicle of person in various restaurants, stores and enterprises. This service
offered by hotels and restaurants can be paid or free off course depend upon particular hotel.
 Concierge: It is the person that provide information about accommodation facilities that are
offered by hotel thus it represents the owner of hotel.

Ownership and affiliation:
 Chain hotel management: There are number of hotels operating in different location
in same name such as Hilton is operating in UK as well as across various countries to
render qualitative accommodation services.
 Management contract: It is contract between owner and person that the owner will
invest in the hotels and its is managed and run by person by providing a percentage of
sales revenue as per agreements.
 Franchise: It is method in which franchise is given to other Person in order to take
advantage in market by use of well-established hotel brand name and system operates
business. Hilton use franchise model to expand its market share and profitability.

Role of classification, grading and online guest review
sites in influencing potential guest to look and book
hotel:
These play important role in influencing people to prefer specific hotels and restaurants to effectively utilize their time
and money.
 Classification and grading: Hotels are classified and graded on the basis of facilities infrastructure provided by
each of them such as one, two, three, four- and five-star hotels. The hotels that provide luxury services and have
well equipped furniture come under category of 5 stars whereas one star have limited facilities and room. Therefore,
grading and classification allows traveler to choose among hotels on the basis of their needs, requirements and
budget. They also refer to people while choosing a particular hotel
 Online sites: Due to digitalization and continuous change in technology, customers awareness about recent
advancement and maximum use of social sites has impact on choosing particular hotel, restaurants. People now a
day spend time to search about information and review previous customers experience through feedback and
comments that hotels get while using social sites.

Front office department function within accommodation
services
There are various functions that front office department perform to provide better accommodation
services to its guest. Such as reservation, reception, guest services, concierge and night audit. It
also has prepared organizational chart for achievement of predetermined objective of Hilton hotel.
It is one of the most important department as provided valuable and qualitative services to guest
from prearrival to departure thus helps in achievements of organizational goals. Front office
department collect data related to guest and ensure the needs of customers are satisfied
effectively. Operation of front office department can be explained below:
 Guest registration: It performs various activities such as checking and welcoming the guest
to provide personal experience to customer.

 Reservation: Front office department of Hilton hotel is also responsible for
reservation of number of rooms for the guest in order to remove inconvenience
in case of guest enter into the hotel.
 Telephone services: Front office of Hilton can communicate with guest inside
and outside hotel as per its request and to know about its needs and
preferences regarding particular room and facilities.

Key roles within front office department
 Hilton hotel in order to achieve predetermined goals, objectives has a formal organizational
structure that has different hierarchy of management, employees’ level. Therefore, it helps in
defining interrelationship between employees, functioned performed by each of them and span
of management. The various functioned and roles of people within front office department are
as follows:
 Front office manager: It is mainly responsible for welcoming the guest when it enters into
Hilton hotel to make aware about them of hotel room and facilities. So that they can easily
enjoy their leisure time and money while living at Hilton hotel. Front office manager ensure that
all needs and grievance of customers are solved to provide better experience to customers.

 Head Concierge: It supervise and monitor both attendance of number of guest
and concierges that means provide special services to customers for providing
immerse and luxury feeling to client. Thus, manager helps in retaining
customers loyalty and satisfaction by offering qualitative service in Hilton hotel.
 Reservation Manager: It collects and maintain information regarding
reservation of number of rooms by clients, its preference regarding facilities.
Thus, guest feel satisfied and happy by minimizing wastage of time of guest in
booking rooms.

CONCLUSION
 From the above analyses it can be concluded that there are various
accommodation facilities on basis of size and scope of operation of business.
 Customers look and choose best hotel among various on basis of online sites,
classification and grading.
 It can also be explained that housekeeping plays an important role in keeping
and maintaining room and all furniture in appropriate condition.

REFERNECES
 Astini, K. T., 2018. Developing Computer-assisted Hotel Front Office English Listening
Materials for Students of Tourism School in Bali. Jurnal Pendidikan Bahasa Inggris
Indonesia, 6(1).
 Ayuso, S., Fullana, P. and Montcada, E., 2017. Case study: tourist accommodation. In The
Future of Eco-labelling (pp. 193-233). Routledge.
 Belotti, R., 2016. ‘Work Related Pressures of Front-Office Employees and their effects on
Job Performance–A Case Study’ (Doctoral dissertation, Bournemouth University).
 Brown, N. A and et.al., 2018. An integrative framework for investigating disaster resilience
within the hotel sector. Journal of Hospitality and Tourism Management, 36, pp.67-75.