Managing Accommodation Services in the Hospitality Industry

This report discusses the scale and size of accommodation services in the hospitality industry, different forms of ownership, and the role of front office functions in various accommodation services. It also highlights the importance of forecasting linen stock and other supplies. The report provides insights into the key roles in front office and housekeeping departments in Hilton and the significance of inter-relationships between different departments. The subject matter covers the management of short-term lodging and hospitality services, including hotels, hostels, and private accommodation facilities. The course code, name, and college/university are not mentioned in the report.

MANAGING
ACCOMODATION
SERVICES

Table of Contents
INTRODUCTION...........................................................................................................................3
Accommodation services overview.................................................................................................3
P1 Scale and size of accommodation services in the hospitality industry...................................3
P2 Different forms of ownership available to accommodation services.....................................4
P3 Role of classifications systems, grading and online review sites play when potential guests
look for a book accommodation..................................................................................................4
P4 Explaining organization front office functions in variety if accommodating services...........5
P5 discussing key roles in front office department.....................................................................7
P6 key roles within house keeping departments in Hilton...........................................................7
P7 the importance of forecasting linen stock and other supplies.................................................8
P8 the importance of inter-relationships between housekeeping and other key departments
within a selected organization......................................................................................................9
P9 importance of scheduling maintenance and repair work......................................................10
P10 Importance of security in organization...............................................................................11
CONCLUSION..............................................................................................................................12
REFERENCES................................................................................................................................1

INTRODUCTION
The services which is provided or to be provided to any individual through hospitality
services it known as accommodation services. These are basically short term lodging and
different hospitality services likewise apartment for rent, hotel, hostels and several other private
accommodation facilities. The services are provided for continuous period of fewer than 3
months.
In this report it will discuss about scale and size of accommodation services in
hospitality industry as well as different forms of ownership available to those services. It would
be discussing roles and responsibilities in order with describing front office function in variety of
services. Apart from this it will identify roles under housekeeping departments for chosen
organization and assess the significance of forecasting linen stock and other guest supplies for
ensuring adequate to meet demand. Furthermore, it would study about importance of scheduling
maintenance or repair work to decrease disruption to guest, and determining importance of
security in the preferable organization.
Accommodation services overview
P1 Scale and size of accommodation services in the hospitality industry
The accommodation services consists of different sizes and scales which are provided by
several hotel chains or organizations within the hospitality industry. Services vary from luxury,
budget, mid-range or limited services for different type of choices which are made by the
customers. These services include valet, restaurants, bars, spa etc. which are provided for
fulfilling the needs of customers and increasing their overall satisfaction after getting these
services (Lim, 2018). These services are designed for increasing the interest of customers to visit
the hotels on a regular basis.
Local and global chains provide these type of accommodation services to customers in
the hospitality industry which is beneficial for them to grow and acquire more and more
customers. The scale of these business vary according to their aims and objectives as some may
be interested in targeting niche categories and some companies may try to attract diverse
population. There are several differences in the way by which they conduct their business
practices and achieve efficiency in the industry by accommodating more and more customers
towards their businesses.

P2 Different forms of ownership available to accommodation services
There are various type of ownership in the hospitality industry as some players operate
independently which have a small reach and less attractive accommodation services to the
customers. The businesses have a local approach towards their business practices, and they
decide their accommodation services on the basis of the preferences of the people who are
specifically related with that area. The management of the operations of individual hotels is quite
easy which gives them an edge to give more emphasis to these services effectively.
On the other hand there are big hotel chains which operate at a global level and haver a
different approach towards the providing of accommodation services to the customers. These
businesses have connections in different countries or regions of a same country where they have
a wide network of hotels. They offer more services to their customers in order to gain better
advantage and achieve efficiency in the industry (Xie and Chen, 2019). The management of
these chain hotels is a bit complex in comparison to the individual businesses which has a
significant influence on the overall decision-making process of these businesses in the hospitality
industry. Apart from this another ownership in accommodation of services are privately owned
and operated. This type of ownership it shows that it provides owner with more freedom consist
of risk measures. The owner of hotel or organization is free to make decisions on staff, growth
and structure but it do not have benefit of brand behind. In this scenario all such marketing
efforts and research should be suitably conducted from ground up. On the other hand leased hotel
are privately owned but physical appearance being to someone else in that case. In this type of
arrangements are commonly on long term purposes and lessor will qualify minimum rent for
premises and additionally include scale based revenue for ongoing rent.
P3 Role of classifications systems, grading and online review sites play when potential guests
look for a book accommodation
Classification systems is referred as the ranking of different hotels and industries on the
basis of their standards and the quality of services provided by them to the customers. There are
different type of classification systems which may define a hotel on the basis of their consistency
in providing appropriate accommodation services to the customers. Various online review sites
like Trip Advisor lists the reviews and feedbacks of the customers which provides certain stars to
the businesses on the basis of their performance and attractiveness to the people. This may be
beneficial as well as derogatory for certain organization due to the diversity in the comments and

feedbacks which are provided by the consumers for these businesses in the industry. It may have
a negative impact on the success of these businesses in the industry and hamper their overall
growth which can have a negative impact on its appeal to the customers.
Digitalization and social media have been helpful for various organizations to develop
effective accommodation services for the customers (Dayour and et.al., 2020). These may
include easy pay options, CCTV cameras, food ordering etc. which enhances the overall
customer experience. It further provides opportunities to these businesses to promote their
unique accommodation services to the customers through several social media platforms in the
business environment.
These aspects have a positive impact on the overall popularity of these businesses in the
industry. With the help of developments in the technological advancements companies in the
hospitality industry are able to improve their overall productivity. It has increased their overall
capability to adapt better services and generate better profitability by increasing satisfaction of
the customers. The inclusion of these smart services has motivated the customers to visit more
frequently to these hotels.
P4 Explaining organization front office functions in variety if accommodating services
Front office management tends to deal with various consequences of catering quality
service to customers and enhance the productivity of business. Traditional front office functions
consist of reservation, rate assignment, guest services, registrations, maintenance, settlement of
guest account etc. front office at Hilton makes the suitable database for customer forecast and
coordinating guest services to gain their satisfaction, these functions are achieved with personal
in diverse areas of front office department (Davies,, 2019). The front office is also seems to be as
face of hotel which is majorly responsible for various service factors and service being catered in
organization. All kind of services in front offices are geared to support guest transactions and
services. Effective communication skills and personal appearance are crucial for influencing
various factors. Front office members are the person who is capable to deal with customers
effectively and form dealings in appropriate ways. These services are catered by front office
managers who is accountable for coordinating business activities, supervising, hiring and
training and forming budget for front office department. There are various departments which
provides service quality to customers are as followed.
Guest registration and service departments

In this stage all guest facilities are favoured regarding their registration, check ins, rate
and room assignment, welcoming and other terms. It is located at lobby and also allocates rooms
according to different type of guest preferences. The person is known as receptionist and there
are some functions which is generally offered in this stage are as follows:
 Completion of all documentary policies and performing guest check in procedures
through registering their formalities.
 Collaborating with house keeping departments for clearance of departmental rooms,
change or under repaired rooms (Casais, Fernandes and Sarmento, 2020).
 Coordinating with bell desk members for luggage handling as well as room keys.
Reservation
In this stage reservation are managed for various bookings made by customers for room
reservation through various types of sources. Most of the customers make their booking via
inline facilities which makes easier for them to visit and check ins. There are some aspects which
is commonly held under this stage such as:
 Managing all cancellations and revisiting as reservation formed by guest from various
sources and modes.
 Approving the process by confirmation of reservation request.
 Forecasting future room reservations status.
Business centre
In this section person manages and aims to provide guest with communication facilities
as well as services such as STD, email, ISD, internet etc.
Travel desk
This section of front office is totally responsible for arrangements of tickets, packaging
for guest according to their concern.
Cashier
It is major part of front desk in hospitality sector which is mainly handled by front
cashier, whereas the key functions of these are included as:
Securing payment from guest arrival
 To settle down guest accounts at the time of their check outs
 To manage safety deposit lockers.

 To complete guest check out procedure. To settle down guest accounts at the time of their
check outs.
 To manage safety deposit lockers.
 To complete guest check out procedure (Ojha and et.al., 2020).
P5 discussing key roles in front office department
It is clearly stated that front office departments are managed by seniors or front office
managers. They are responsible for supervising individual performance, coordinating various
activities, hiring and training and ensures that all the complaints are suitably addressed. The
assistant front office manager is accountable for scheduling shifts of employees, monitoring
salaries, refunds and room deposits. Apart from this front desk representative must be aware
about norms related to service provided and should be prompt to answer issues or concerns
(Mate, Trupp and Pratt, 2019). On the other hand night auditors are highly responsible for book
keepings, account management on day to day basis and data entry. Thus, cashiers works as
collection of payments, maintaining balances and generating bills. Front offices and other
departments work for common goal which is customer service and delight, while maintaining
good relations is most important aspect. All sections are interrelated and work is done on the
basis of smooth functioning of departments with formulating goal.
The essential skills for this would be effective communication skills, problem solving
skills, interpersonal skills as such these abilities helps to develop better relations with tourist.
Similarly, for different types of market functions the skills would be same in whicb
communicating and problems solving skills are more suitable for individual to get engaged in
business functioning in more suitable manner. The significance of the role of Front Office
service areas with interrelationships among different functional areas aligned as such staff from
front desk collaborate with all other departments of Hilton. The departments of organization are
included as housekeeping, marketing, sales, food and beverage, security, maintenance and
human resource. All of these departments view front office as source of communication liaison
in provision of guest services.
P6 key roles within house keeping departments in Hilton
Housekeeping operational structure

The functioning of housekeeping is focused at keeping rooms clean, sanitary and
welcoming as well as to provide hotel the best specifications forward at all time in every
interaction with guest. Housekeeping department is business hotel which is headed by executive
housekeeper who reports to general manager. In the chain of hotel industry, operational structure
of housekeeping in Hilton is followed by executive housekeeper who also response to director of
housekeeping known as head of this department in organization and industry as well.
The role of executive housekeeper is to coordinate among housekeeping crew to monitor
assigned areas to be met with standards. They also tend to manage priorities as well as demands
for solving problems , supporting staff members and performing duties of housekeeper as and
when required (González-Torres, Rodríguez-Sánchez and Pelechano-Barahona, 2021). They also
serve to enhance the work ability of an individual to increase their performance in most effective
ways so it leads to form better image for company. The training of particular group or individual
is performed in most efficient manner with collaborating staff members with each other and
other motivational activities. On the other hand he/she also maintains time logbook for all
working employees in particular department. Thus, overall it can be said that these executives are
accountable for cleanliness and appearance of entire hotel which reflect the company image. In
similar way there are some role and responsibilities which shows the better working performance
of executive housekeeping manager:
 They ensure that rooms are made as per company standards.
 Prepares annual housekeeping budget.
 Organizing inventories with accounts as well as general store for linen and fixed assets.
 They pay attention towards organizing pest educational activities.
 They form reports for management informations.
 Develop and execute housekeeping systems and procedures.
 These are the functions of executive housekeeping manager under specific concerned
department which shows roles and responsibilities for the heads in organization.
P7 the importance of forecasting linen stock and other supplies
Proper forecasting aids to ensure that organization is having enough supplies to fulfil the
demand of guest. While an overestimation demand directs to tumid inventory as well as higher
cost. It provides access to hotel managers to form crucial decisions as such promotion, pricing,
distribution which is based on anticipated performance and demand. In managing and forecasting

inventories for linen stocks and other supplies creates major advantage for organization to gain
competitive edge in industry as compared to several other rivals. Apart from this consumable and
non consumable items included in part of hotel inventory. Consumable items are those which
requires to be periodically replaced within reasonable time. On the other hand non consumable
item is totally opposite which is does not required to be replaced (St-Onge and et.al., 2022).
Similarly, organization aims to provide consumable products to fulfil the basic
fundamental needs of the guest coming in hotel. These are safe investments for company in any
economic environment as such those goods can be constantly can be repurchased on constant
basis. In elaborating to forecasting stock levels and operating par stock is useful for maintain
stable ratio inventory turnover by checking that all products are available in stock. Par stock is
the term which is used to determine demand required by hotel on daily basis and low amount of
supplies require to fill such demand in terms of making better efficiency and stability in business
functions. Par levels refers to reduce amount of certain item which should be accessible in stock.
In case if there is shortage of any item in stock which states that quantity falls below decrease
amount, order is to make for covering the shortage. The main aim of par levels in Hilton is to
maintain stable ratio by ensuring the adequate amount of supplies is available in good amount.
The par stock is suitable for following reason in hotel:
 It avoids damaging to material due to overstocking.
 It makes sure that supplies are being delivered in suitable manner.
 It is significant for overall efficiency in budgeting (Xiang and et.al., 2022).
 This allows business to properly handle and take appropriate control of inventory.
P8 the importance of inter-relationships between housekeeping and other key departments within
a selected organization
Housekeeping
The importance of relationship of housekeeping with several other departments in Hilton
drive major factors in terms of influencing quality service. Housekeeping is known as core circle
which maintains close contacts in both direct and indirect ways with all other departments. There
are various departments in Hilton with whom housekeeping departments caters best service in
order to enhance work efficiency in suitable ways.
Coordination with front office -

 To ensure that efficient grooming of guest by both housekeeping and front office should
be informed one another about changes to be made in room.
 They share information about occupancy level that aids to forecast occupancy for year as
well as easier for budget preparation.
 It is helpful for gearing renovations and spring cleaning to low occupancy period and
preventing loss of revenue.
Coordination with food and beverage department -
 The relation with banquet halls and restaurants is highly concerned for provision of
uniforms and linen stocks.
 The housekeeping areas is informed with forthcoming banquets function in advance so
that they can make further arrangements to suitably organize the function (Chan and
et.al., 2021).
 While restaurant and kitchen staff are required with clean uniforms on day to day basis
for which collaborating with housekeeping is essential.
Interrelation with purchase department -
 The purchase departments provide out of stock items which is required to fulfil the basic
demands' of guest such as stationery, linen, supplies, equipments and cleaning materials.
 Housekeeping conveys such requirements to purchase in terms of advance notice
applicable in forms of purchase requisition.
Interrelation with sales and marketing -
 It is significant to have effective communications among such departments for supplying
of promotional items in rooms and other areas.
 Sales and marketing inform housekeeping for occupancy forecast for the whole year as it
is broken up on monthly basis, it enables housekeeping to calculate budget for necessary
expense (Page and Connell, 2020).
 Thus, important contribution of housekeeping staff to hotel sales is to ensure that repeat
business is obtained with provision of cleanliness and service which carry out the demand
for guest.
P9 importance of scheduling maintenance and repair work
Maintenance is the essential term which indicates the better functioning of the
organization. While performing ton regular maintenance plan in concern aids to keep hotel

premises functioning in most efficient way with increase amount of guest satisfaction. It cut off
large expenditures and saves time for staff as well. It can be said that most of the issues are
raised regarding with concern of room related issues. Basically, guest are highly satisfied with
their staycations in on particular place and more willing to return in terms when they found it
lucrative. Similarly, preventative maintenance is suitable for staff as such it saves time and
money and business can save up to 12-18 percent by implementing preventative maintenance.
The relation between maintenance and housekeeping department forms several
consequences which shows that how work allocations and issues are favoured in their
collaborative performance. Housekeeping department totally relay on maintenance department
due to keeping up things in sequence (Killaspy and et.al., 2020). While executing scheduled
work, housekeeping staff might figure some inadequacy in hotel facilities such as leaking pipes,
fault in electrical plugs etc. the requirement for urgent repairs are reported to maintenance
through telephone and such request are taken into consideration immediately.
There are various heads under which maintenance work is performed such as electric
work, mechanical work, boiler work, carpentry work and plumbing work. Thus, functioning of
both departments seeks attention to provide better guest experience in order to enhance their
level of satisfaction and further development. The faults are communicated among both
department to provide guest with clean and adequate service to make their staycation more
preferable. Moreover, organization may source strategies by using computerized maintenance
management systems which is software that indicates maintenance informations and further
facilitates process of such operations. It aids in optimizing the utilization and availability of
physical equipment in such as machinery, communications and other assets. Organization can
make effective use of such sources to drive enhanced work efficiency to improve their culture
concerned with guest experience.
P10 Importance of security in organization
The presence of security at hotel makes easier to deter crime. Security officer in
organization stationed at entrance as well as exit to monitor steady stream of individual taking
place inside and outside premises. Importance of security in hotel is essential as such it covers all
the aspects related to individual and personal safety measures. In similar manner in the context of
Hilton, most of the guest who come to hotel comes with clear understanding that the
surroundings are safe and secure for staying in hotel. In order with the same it is also quite

significant that staff and assets are protected. Thus, proper security measures are crucial for to be
at right place for protecting staff, physical resources, assets like appliances, equipment etc.
The safety, security and business management teams are managed by vice president and
the safety or security engaged in all hotels and offices. The core functions of security in Hilton
are in terms of following basis:
 General Securities
 Fire safety
 Health and safety and emergency procedures for crisis management
 Food hygiene
The safety and security measures are followed suitably by the organization in terms to
increase maximum profit forming up the better image for the organization in industry. Also, the
organization is part of several activities which aims to provide teams with effective training
methods so that they can carry out effective results in systematic manner while performing their
duties.
Also, the importance of security in Hilton covers the following aspects -
 It ensures clearly about protection of property from theft and mismanagements.
 It maintains public order as well as ensures appropriate behaviour in overall public area
of hotel (Nguyen, Nguyen and Pervan, 2020).
 There is higher possibility of immediate response in circumstances of any issues or
queries which might favour from staffs.
 It guarantees possibility of making suitable provision to organization with lucrative
services to ensure formulated security of major ranking officials.
So the security will not only aid in protecting such measures but also in protecting
employees from baseless norms. Along with this it introduces enhanced reputation of company
while making a useful guest experience.
CONCLUSION
From the above report it has ben identified that accommodation services are useful for
organization to gain the competitive edge in industry. It has been found that roles under

housekeeping department drives the significance outcomes for making forecasting of linen stock
as well as other guest supplies to meet the guest demand. Guest are likely to live in hotel where
they get suitable services according to health and safety measures. All of these facts are covered
under housekeeping area which shows that how functioning of them are made to fulfil such
demands.
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