Managing Accommodation Services

This document provides insights into managing accommodation services in the hospitality industry. It covers topics such as the size, scope, and scale of accommodation services, different forms of ownership, the role of grading and classification systems, and online review sites in booking accommodation. It also discusses the functions of the front office and housekeeping departments, the interrelationship between housekeeping and other departments, the importance of forecasting linen stock and guest supplies, scheduling maintenance, and the importance of security in the hospitality industry.

Managing
Accommodation Services

Table of Contents
INTRODUCTION...........................................................................................................................1
TASK 1............................................................................................................................................1
P1 Size, scope and scale of accommodation service ..................................................................1
P2 Different forms of ownership available for accommodation service.....................................2
P3 Discuss the role that, grading, classifications systems and online review sites play when
potential guests look for and book accommodation ...................................................................3
TASK 2............................................................................................................................................4
P4 Function of front office within variety of accommodation service.......................................4
P5 Roles of front office departments .........................................................................................4
TASK 3............................................................................................................................................5
P6 Key roles of housekeeping function......................................................................................5
P7 Importance of forecasting linen stock and other guest supplies to ensure adequate supply to
meet demand...............................................................................................................................6
P8 Interrelationship between housekeeping function and other departments.............................7
TASK 4............................................................................................................................................7
P9 Importance of scheduling maintenance or repair work to minimise disruption to guests....7
P10 Importance of security within organisation.........................................................................8
CONCLUSION ...............................................................................................................................8
REFERENCES................................................................................................................................9

INTRODUCTION
Hospitality industry is regraded as one of the wider and large service sector which
comprises several range of business that render services and facilities like accommodation, food
and beverage, entertainment, gaming and related product with an aim of satisfying customer in a
better way. However, accommodation service is absolutely a broad sector among hospitality
sector as it ranging from bed & breakfast, hotels, morels, home stay, camping ground, resorts
and many more. Thus, managing accommodation service plays a significant role as it directly
link with organisation brand value in order to remain at higher position within competing
marketplace. For this report, Holiday Inn has been considered which is one of the branded and
reputed company within UK hotel industry and it is established in the year of 1952. It is a
subsidiary of Intercontinental Hotel and serve wide range of services like Food service, lodging,
convention, meetings, timeshares across the globe. In this study, it includes size, scope and
different forms of ownership of accommodation service, roles of front office and housekeeping
department. Moreover, interrelationship between housekeeping function and with other
functional unit ans well as importance of security within hospitality organisation for
accomplishing the goal in a stipulated time frame.
TASK 1
P1 Size, scope and scale of accommodation service
The primal intent of hospitality industry is to provide high and better quality of products
and service as it lead them to place the brand in an impressive position as well as to enhance the
productivity ratio. Along with this, the foremost aim of accommodation industry is to retain the
existing customer towards brand and also to attract wide range of population in a effective
manner that improves overall performance of organisation (Ahmad, Jabeen and Khan, 2014).
Hence, the division of hospitality sector is of the most important component of wider service
industry as it encompasses different business function like hotels, motels, events, cruise line and
etc. In relation to accommodation industry of UK, its size and scope are explained below:
When size of accommodation services is considered in terms of workforce employed then
it is ranked at third place. The scope of the accommodation services in hospitality is very wide as
it provided range of services and facilities that helps in growth and development of economy as a
whole. This industry is growing very fast and becoming backbone to many countries including
1

the UK. Scope of this industry is extended towards travel and tourism, airlines, spas, event
management, wellness centres etc. Size of accommodation products and services in the
hospitality industry is much more then it can be seen. As services that are provided through
hotels, motels, guest houses, holiday homes all are consisted in accommodation services. In the
past two decade this industry has grown its scope, size and scale of operations.
P2 Different forms of ownership available for accommodation service
While establishing a business as hotel that provides accommodation services can be
established in several forms of ownership. There are several options that are available for
ownership in accommodation services such as-
Privately Owned Hotels: This form of ownership provides freedom and authority to
owners of business to govern business according to terms and conditions that suits business to
achieve objectives (Amoako and et. al., 2012). Autonomy in decision making makes
management process simple and in this structure decision of inverters is implemented where
required. Establishing hotel business as privately owned will make it difficult to grab market
share as high level of competition is already available in the market.
Leased Hotels: In this form of ownership management is conducted by an organisation
or individual who has taken the hotel on lease. Building in which operations are performed
belongs to other individual who transfers management rights for consideration. All the risk
related to operations lies with the lessee and lessor will receive lease rent for duration till lease
period.
Managed Hotels: When investment is made in hotel industry and operations are
performed without experience it can leads to losses. To minimise amount of loss a hotel business
can be operated through managed ownership. In this form of ownership a management company
can be hired to manage business operations (Friess and et. al., 2015). Financial obligations lies
with the owner and responsibility of making management decisions lies with management
company.
Franchises: In this form large hotels provide right to use their name to other party to
execute operations in name of company at destination where no establishment exists in current
phase. This for of ownership comes with an advantage of already established brand name.
2

P3 Discuss the role that, grading, classifications systems and online review sites play when
potential guests look for and book accommodation
Large number of service providers exists in accommodation business and all of them
differers in terms of number of services provided or quality of service. There are several
elements that are recorded by an interested buyer while booking an accommodation service.
Online site review, grading and classification system helps consumers to analyse hotels in terms
of quality and ranking is provided to them.
Grading system is used in hotels to rank a hotel in terms of service standard provided by
them to large number of consumers. This system helps interested consumer helps in selecting
suitable hotel that provides services matching to their desired standard.
Classification system used in hotels to differentiate among various hotels on the basis of
quality of service and number of services offered by them. This helps in quick selection of
desired accommodation facility by providing them correct information.
On line reviews are provided on Google and website of hotels regarding quality of
service provided by them (Meyer, 2013). A preview of hotel reviews helps in judging decision
on the basis of opinions provided by various consumers who are experienced.
Front office in accommodation services directly deals with consumers and their functions
helps in enhancing consumers experience. There are different types of functions that are
performed by front office employees. These functions involves attending consumers,
reservations, communication, receiving payments and attending customer queries.
Attending consumers at the time of their visit to hotel is one of the primary function
performed by front office officers to provide consumers with room and a brief introduction of
services. Reservations or pre-bookings are made by the front office department after checking
availability of rooms on the specific date mentioned by consumers. Communication among
different departments for providing all the facilities to consumers on time is also performed by
front office department. Attending consumers and resolving their queries is most important as it
will leads to greater consumer experience.
3

TASK 2
P4 Function of front office within variety of accommodation service
Front office function of a hotel is to act as the public face of the hotel Holiday Inn. All
the assistance to guests during their stay is provided through front office department. These
services completes accommodation, food and beverages, accounts and receives payments from
guests. Front office organises variety of services that are performed through other departments of
hotel.
Housekeeping services in a hotel is regulated through front office employees because all
the information regarding arrival to departure of guests are available with the front desk.
Managing these services with help in enhancing consumer experience through quality and timely
services.
Food and beverage department in a hotel is guided through front office by providing them
information regarding number of consumer are their in the hotel and how much stock must be
present to serve them well (Rose, 2014).
Engineering department is guided by front office for resolving issues related to light,
water or other machines are troubling to consumers. Through this consumers queries are resolved
timely and they are provided with best services.
Security department is guided by front office to keep a check on any suspected activity if
noticed in hotel premises. In the guidance of front office manager security of all the guests are
handled by the department when any party or concert is their in hotel.
Front office helps accounting department of Holiday Inn hotel in maintaining records for
sales and revenue generation. As all the transactions related to finance is recorded through office
and by keeping full records of the transactions helps finance department to prepare financial
statements that reflects fair condition of businesses.
P5 Key roles of front office departments
In any of the business organisation, front office plays the important role because they are
the one who needs to deal with any of the customers in primary stage. Whenever any of the guest
visits the hotel they take the help of front office that what are the services which is being
provided by them (Tussyadiah, 2016). In context of Holiday Inn, their front office department
will have to show first impression to attract the customers so they can accomplish the target
4

which are pre-determined. They are the who will guide customers that what hotel is popular and
what are those services which is being given to customers while staying within the hotel. Some
of the department which comes under front office are reception, bell services, operators,
executive club, guest service office and many more. In addition, front office of Holiday Inn is
required to determine that all of the standards are complied as per the given instructions to the
customers in order to meet out the requirements. Some of the other key roles are explained
below:
 To give proper comfort to the guest who visits the hotel (Hammond, 2015).
 To meet out the requirements which are required by the guest while staying within the
hotel.
 Maintaining the relationship with guest by having proper communication.
 To hold decorations and fragrances of hotel so that a better atmosphere can be
maintained.
 Even it is important for front office desk to understand that they must take the feedback
from the the guest that what are future improvement which they like to see within the
premisses of hotel.
 After taking the review, front desk has the responsibility to inform the management of a
company regarding the thinking of people who visits the hotel so that goals can be
accomplished in a systematic manner.
This are some of the roles which is needed to be focused more by the front office
department of Hotel Holiday Inn. It will surely uplift the standard of a company and even it will
directly help company in accomplishing the goals and target within specific time period.
TASK 3
P6 Key roles of housekeeping function
In present scenario, housekeeping department in any of the business organisation plays
the crucial role because they are the one who deals with guest while staying within the hotel. The
main motive of house keeping department is that providing the suitable environment to guest so
that they can stay in hotel in the manner in which they live in house. They are the one who needs
to give cleanliness and quality of services to customers which can help to enhance the
profitability of hospitality industry (Hamlet, 2013). In context of Holiday Inn, they are not
5

required to provide only the clean rooms and services but have the responsibility to keep hotel
clean and attractive so that guest can be attracted towards the hotel. For completing the role of
housekeeping function, top level management is required to give proper training program that
how they can manage their roles and responsibility in systematic manner so the goals can be
accomplished. Some of the key roles of housekeeping department in Holiday Inn are explained
below in detail.
 Proper environment should be maintained so that customers can meet the expectation
which they want while staying in the hotel.
 Providing the service of washing clothes which enhances the comfort level within
customers (Roles of Housekeeping, 2019).
 Try to introduce new idea that how interior of the hotel can be decorated with internal
design changes in every short period of time
 To provide the uniform to all of the staffs working within the hotel for the purpose of
maintaining the adequate inventories for the same.
 They are needed to deal with lost and found articles.
 Also, they are needed to develop the good working relationship with other department for
the purpose of accomplishing the goals in specific time period.
These are some of the roles and responsibility which manager of House keeping department of
Holiday Inn should focus for competing within the market.
P7 Importance of forecasting linen stock and other guest supplies to ensure adequate supply to
meet demand
Forecasting in any of the business is very important because it helps to identify that at
what stage company wants to reach by providing them the services which they want. Any of the
hotel industry is required to understand that they must do prediction in the beginning so that they
can find the way that how they needed to reduce the level of risk. Here, company have the
knowledge that what is the requirement and what types of performance they should give for
attaining the goals. In context of Holiday Inn, their manager is required to ensure that they have
done proper future planning so that all of the basis requirements of customers can be meet. In
present scenario, it is necessary for manager to predict one step ahead about the Linen Stuff so
that the services which is required by the customers can be provided to them. Line Stock
6

includes towels, bedsheets, tablecloths etc. Some of the significant of forecasting are explained
below:
Reduce inventory stock outs- It is necessary for the manger of hotel to predict in
advance that what can be the exact expectation of customers so that unnecessary stock will not
be required to keep within the hotel premises.
Customer satisfaction- In any of the hotel it is necessary that customers needs should be
meet (Smith and Greenfields, 2015). While talking about Holiday Inn, they are required to
forecast that what are the basis required which their customers are willing form them so that it
can be provided to them. It will also company to earn huge amount of profit and even targets can
be achieved easily.
Improve pricing and promotion management- It is one of the forecasting which will
help Holiday Inn to enhance the quality of inventory within business organisation. It will give
idea to company that what quantity of stock is required to kept in hold. It will have direct impact
on the profitability of the company.
P8 Interrelationship between housekeeping function and other departments
In any of the hotel industry, it is essential to have proper communication and
coordination between different department because it will give idea that how guest can be served
with best services. In context Holiday Inn, it will allow company to utilise each and every
available resources in best possible manner. In order to improve the quality of service for guest,
some of the interrelationship of Housekeeping department with other department is explained
below:
 Coordination with front office: In this, front office will deal for providing the room
facility to customer whereas housekeeping department will look for the services which
should be provided to the customers (Latorraca and et. al., 2018). Talking about Holiday
Inn, their front Office will inform housekeeping department about the facilities which is
required by the customers so that each and every facilities can be provided to guest on
specific time period.
 Coordination with maintenance department: It is one of the important thing within the
hotel that there must be proper coordination between maintenance and housekeeping
department so that appropriate services can be provided to guests. In case of Holiday
Inn, housekeeping department will provide each and every information to maintenance
7

department regarding any of the issues which is being seen in any of the room so that
they can take further steps to sort it out on specific time period.
 Coordination with security department: Here, it is the reponsibility of housekeeping
department to inform security department if they finds any of the distrustful activity is
being performed within the hotel (Vieytez, 2017). This will help to stop any of the illegal
activity which can be performed to harm other guest in hotel.
TASK 4
P9 Importance of scheduling maintenance or repair work to minimise disruption to guests.
In present era, hotel industries are playing the most crucial role for the development of
any of the nation but it becomes important them as well to maintain each and every activity in
systematic manner. Scheduling can be understood as the process in which organisation decides
each and every activity in advance so that goals and targets can be achieved. In context of
Holiday Inn, they are required to understand that if they will be able to do scheduling then their
work can be managed properly and pressure of work can also maintained. It is the responsibility
of manager to ensure that each and every equipments are being provided to maintenance
department so that continuous repairing work can be done easily(Tussyadiah, 2016). It will also
keep hotel premisses clean and updated for customers whenever they visits the hotel. Secondly,
for the purpose of providing safety to guest, it is necessary that electricity lines, furnitures and
other fitting equipments are being checked on regular interval. It will directly help company to
collect positive reviews from customers through which company gets opportunity accomplish
the pre-determined goals. For example: Hotel like Holiday Inn should make the separate
department who will look after all of the work which are related with repair and safety work.
That particular department must ensure after the check out and check inn of guest that all of the
equipments are working properly and if in any of the condition any of the equipment is not
working properly then changes should be done for better results. This will allow guest to spend
their pleasure time in appropriate while staying within the hotel.
P10 Importance of security within organisation
In hotel industry, it is necessary that guest should be provided proper security services as
it plays the crucial role in accomplishing the goal of an organisation. While talking about
Holiday Inn, their manager is required to focus that how they can provide proper security facility
8

to guest so that they can easily enjoy their stay in hotel (Rose, 2014). Some of the important
things which are included in providing services to guest are: security of luggage, food,
cleanliness etc. In addition, CCTV camera facility should be their which can helps to detect any
of the miss-happening. These are some of the security service which should be provided to
customers so that they can easily maintain the brand value of company in the market. Also, it is
necessary for the business organisation to understand that they must work in a systematic manner
at the time of providing securities to guest. It is the responsibility of hotel that they must add on
the emergency exit from every room because that will help to ensure the safety of guest staying
within the hotel premisses. If hotel will be able to provide proper security then customer
satisfaction level can be enhanced and secondly, it will also allow the guest to give positive
feedback to front desk at the time of checkout.
CONCLUSION
It has been concluded from the above explained report that managing accommodation
service enable company to capture the attention of large number of guests or customer which
lead them top acquire best position within competitive industry in a better manner. Along with
this, there are several forms of ownership within accommodation function which varies from
each other in terms of policies, procedures and regulation in order to achieve the pre determined
objective in an effective way. Moreover, housekeeping and front office departments contains
unique set of roles which lead an establishments to gain competitive advantage within prescribed
time limit.
9

REFERENCES
Books and Journals
Ahmad, S. Z., Jabeen, F. and Khan, M., 2014. Entrepreneurs choice in business venture:
Motivations for choosing home-stay accommodation businesses in Peninsular Malaysia.
International Journal of Hospitality Management. 36. pp.31-40.
Amoako, G. K. and et. al., 2012. The impact of effective customer relationship management
(CRM) on repurchase: A case study of (GOLDEN TULIP) hotel (ACCRA-GHANA).
African Journal of Marketing Management. 4(1). pp.17-29.
Friess, D. A. and et. al., 2015. Payments for Ecosystem Services (PES) in the face of external
biophysical stressors. Global Environmental Change. 30. pp.31-42.
Meyer, D., 2013. Pro-poor tourism: From leakages to linkages. A conceptual framework for
creating linkages between the accommodation sector and ‘poor’neighbouring
communities. In Tourism and the Millennium Development Goals (pp. 131-156).
Routledge.
Rose, J., 2014. Working with young people in secure accommodation: from chaos to culture.
Routledge.
Tussyadiah, I. P., 2016. Factors of satisfaction and intention to use peer-to-peer accommodation.
International Journal of Hospitality Management, 55. pp.70-80.
Hammond, J. B., 2015. Kim Davis and the Quest for a Judicial Accomodation. Faulkner L. Rev..
7. p.105.
Hamlet, E., 2013. Over-Accomodation in Higher Education: An ADA Sanctioned Injustice
Exposed. Cardozo Pub. L. Pol'y & Ethics J. 12. p.491.
Smith, D. M. and Greenfields, M., 2015. Resisting assimilation: survival and adaptation
to'alien'accomodation forms: The case of British Gypsy/Travellers in housing. Today’s
children–Tomorrow’s parents. 40. pp.68-80.
Latorraca, G. and et. al., 2018. Managing medications at the bedside. U.S. Patent 9,962,316.
Vieytez, E. J. R., 2017. Religious Diversity: accomodation for Social Cohesion. Gaps in the legal
protection of religious diversity: generic versus specific protection instruments. Deusto
Journal of Human Rights. (8). pp.13-26.
Online
Roles of Housekeeping. 2019. [Online]. Available Through: <https://careertrend.com/info-
8245654-roles-responsibilities-housekeeping-department.html/>
10