Managing Accommodation Services in the Hospitality Industry

This document 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 grading and classification systems, and the organization of front office and housekeeping functions. The document also includes a case study on Marriott International.

MANAGING
ACCOMODATION
SERVICES
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Table of Contents
INTRODUCTION...........................................................................................................................3
TASK 1............................................................................................................................................3
P1 Identify the scale and size of the accommodation services found within the hospitality
industry...................................................................................................................................3
P2 Explain the different forms of ownership available to accommodation services.............3
P3 Discuss the role that, grading, classifications systems and online review sites play when
potential guests look for and book accommodation...............................................................3
TASK 2............................................................................................................................................3
P4 Explain the organisation of front office functions within variety of accommodation
services...................................................................................................................................3
P5 Roles of front office in selected organisation ...................................................................3
TASK 3............................................................................................................................................3
P6 Review the key roles found within the housekeeping department in a selected organisation
................................................................................................................................................3
P7 Assess the importance of forecasting linen stock and other guest supplies to ensure
sufficient supply to meet demand...........................................................................................3
P8 Illustrate the importance of inter-relationships between housekeeping and other key
departments within a selected organisation and services.......................................................3
TASK 4............................................................................................................................................3
P9 Examine the importance of scheduling maintenance or repair work to minimise disruption
to guests..................................................................................................................................3
P10 Discuss the importance of security within a selected organisation.................................3
CONCLUSION................................................................................................................................3
REFERENCES................................................................................................................................4
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INTRODUCTION
Accommodation management in present time, can be defined as the service offered by
hotels, motels to their clients where they can stay on a temporary basis. This type of
administration consists of different elements and standards like maintenance, cleanliness,
budgeting that leads visitors to get rooms among different places in affordable prices (or based
on different needs like luxury and so on). On the other hand, it has been analysed that this is one
of the fastest growing sector in all over the world and raised economic conditions in an
appropriate manner. In present context, organisation that has been taken into consideration is
Marriott International, which is one of the crucial hotel chain that offers it's clients with exotic
and luxurious stays in their hotels. Away with this, report is going to be enclosed with different
sizes and scale within the accommodation services. Also, assignment will show various forms of
ownership role grading, classification systems and online review sites of this organisation.
Lastly, assessment will aid in enhancing knowledge related to various aspects through which
management within hotel industry could take place.
TASK 1
P1 Identify the scale and size of the accommodation services found within the hospitality
industry
In present time, hospitality industry pictures of different sizes and scale in relation to
accommodation (Common, Flynn and Mellon, 2016). Some of these different types based on size
and scale are presented underneath:
Budget hotels- this is considered to be a place where budgetary rooms and different
services like amenities along with the facilities are provided to visitors. This is the place where
target market of hotels stays on different travellers who has only visited the hotel to sleep over and
go to the next destination in the next couple of days and major preference over here stays of these
visitors to not to lose money their budget on luxurious hotels. It has been found that these hotels
basically offers only limited services to guests based on the requirements of their own where they
only serve breakfast.
Full service properties- In this they offers various kinds of services that are included in the
bill. These covers the cost of accommodation, restaurant, meal like brunch, breakfast, lunch, lounge,
concierge, and many others. The Marriott Hotels provides full hospitality to all its guests as they
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need further personnel to support the tourists of luxurious amenities like Wi-Fi, TV and many
others.
Resort hotels- These lodgings specifically arranged in mountains, island, intriguing areas
that are specifically away from urban areas or the city zones. It chiefly offer cruising, golf,
recreational offices, climbing, sports, for example, tennis, swimming, etc. The primary point of
resorts lodging is to make significant experience for their guests with the goal that they would visit
it once more. There are numerous retreats who open on opportune premise with the goal that
visitors can appreciate.
P2 Explain the different forms of ownership available to accommodation services
In today’s hospitality industry, it has been analysed that there are various forms of ownership
available and some of these are presented underneath :
Leased Ownership- this type of ownership is particularly being considered as a contract
which take place among both lesser and lessee, where a particular hotel is being owned by
another person who has taken the lease for a particular period of time (What are the Different
Types of Hotel Ownership?, 2012). This is where lessee basically delivers or provides rent to the
owner of the hotel on monthly basis or it can be quarterly or yearly basis as well. If it is talked
about Marriott International then this hotel chain has also leased number of hotels in all over the
world in order to serve the prime clients.
Managed or Private Under this type of ownership, it is said that sole proprietor or a
number of partners basically takes decisions in relation to serving the best to the clients. This is
where, these individuals works for earning profit. In present context, there are many hotels in all
over the world that has owned by a private owner and serving the best to clients.
Franchised Ownership- Ownership type, where an individual takes franchisee offer
famous hotel like Marriott, Ibis, Hilton and more, where business's trademark, patent, logo etc
effectively being utilised so that to grab the attention of customers where and agreed amount is also
be given to to the franchisor who has only the hotel chain or a hotel.
P3 Discuss the role that, grading, classifications systems and online review sites play when
potential guests look for and book accommodation
Specifically, there are many type of grading systems that are available in today’s hospitality and
tourism industry where the three terms grading, classification system along with the online review
are said to be some of the crucial ones (Perić, Đurkin and Wise, 2016). Grading, classification
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system, including online review platforms thus affect customers when making reservations in terms
of giving both advantages and disadvantages. These are as follows:
Influence of Grading
Positive- Any ranking helps to strengthening & maximizing the valuation of that same
company name as well as reputation. It guarantees customers, including supplying the hotel industry
with quality and service. Marriott Hotels also supported its customers throughout most of the
country as' AAA' rating on the satisfaction they have acquired which is Marriott International.
Negative- Bad rating may lead Marriott to go through number of issues in relation to its
market share in all over the world.
Influence of Classification systems
Positive- Classification aids in assessing classified lodging on just the basis their
employees, services, value-for-money, consumer accommodation (Tussyadiah, 2016). It prompts
consumers to get a specific system understanding.
Negative- Often the customer creates fake or incorrect distinction which contributes to
adverse effect on enterprise.
TASK 2
P4 Explain the organisation of front office functions within variety of accommodation services
Front office within Marriott International consists of different functions and some of these are
presented underneath -
 Hotels – This is known as front desk management primary function. The person seated at
the front desk is responsible for interacting with customers and visitors. He must answer
various customer or guest related questions and queries. The front office is responsible for
managing the function of taking care of all reservations, inquiries as well as
accommodations made available to clients.
 Resorts – It is a luxury service given to Marriott customers. This is built nearby desirable
places like coasts, hills, seashores, heritage locations etc (Burke, 2017). There are very few
Marriott resorts run seasonally The venue's cleaning unit will have to take proper care for
specific functions, like room hygiene, back field, place of business and other environments.
They will ensure the garbage is disposed of, and also that the hotel facilities are safe.
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P5 Roles of front office in selected organisation
Different roles are performed by various people and those responsibilities are given on the basis
of skills and knowledge that is carried by every individual. In relation with Marriott
International, role of front office is multitasking and they are responsible for handling the
customers and their queries. With help of front office, all the work is done in appropriate manner
so that customer and clients receive total satisfaction.
Roles and responsibilities of Front office in a Marriott International
 Accommodation- In the hotel industry, front office is crucial as they are the first person
to face the customers and clients. Front office or receptionists arrange guest facilities in
appropriate manner so that customers as well as c clients get what they want and their
expectation are fulfilled in proper manner. In context to Marriott Hotel, front office executive are
well dressed and well behaved through which all the guest receive amenities according to their
choice and preferences.
 Handling Complaints- In service industry ample number of people consume the service
and there are chances of conflicts and errors to arise in the hospitality. Front office are also
responsible for handling complaints of customers like messed room, unhygienic food etc. In
relation Marriott Hotel, their management and receptionists are well organised and ensures that
any problem faced by guest, client or customers is handled in proper way. This increases firm
goodwill, and creditability at wider level.
 E-booking- In this, front office or receptionists play important role because online
booking or E-booking is managed and handled by front office executives and they also maintain
the credentials of every customers when check in or check out. In relation with Marriott
International, technical department are always active and use advanced software and hardware so
that third party is unable to access the data illegally.
 Accounting & communication- In hotel industry, communication as well as accounting
play important when dealing with customers. Front office manages payroll, account department,
and telecalling etc. In context to Marriott International their front office executives are expertise
and knowledgeable people and handle everything in appropriate manner. Customers and clients
debit and credit card information is kept safe by the hotel .
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Thus after analysing above matter it is stated that without front office service industry
cannot operate their activities or functions. So, receptionists act as multi-task performer in the
service industry. Hence, they are important asset of the firm.
TASK 3
P6 Review the key roles found within the housekeeping department in a selected organisation
Service industry always provide ample number of amenities to customers and guest. In context to
Marriott International, housekeeping work with ethics and a discipline is maintained in the
organisation which results in positive feedback from the customers as well as clients. Maximum
sales in the firm is increase by housekeeping because of properly maintaining rooms, lightings,
door lock facility and instructions etc. All these functions which are performed by housekeeping
leads to customer satisfaction and a positive relationship is build between organisation as well as
guests.
Managers of Marriott International guides their housekeeping staff in proper manner and
train them and determine their progress level every month. Hotel also implement and effectively
maintain retaining training within the firm. With help of training and development housekeeping
are able to manage and handle the customers in proper manner. Housekeeping staff is managed
and maintain by clerk or senior clerk and clerk revert back to front office. Thus, a systematic
procedure is followed by firm and employees strictly. This results in better efficiency and higher
productivity of the firm. So, it is important for service industry to handle the housekeeping staff
in appropriate manner
P7 Assess the importance of forecasting linen stock and other guest supplies to ensure sufficient
supply to meet demand
In hospitality or service industry, facilities are consumed at rapid level depending upon the needs
and demand so, it is essential for firm to be aware about stock of those facilities or say Linen
stock. Linen stock refers to inventory or stock/ equipment’s or tools which are needed to run the
business activities, functions and operations in smooth manner. Such type of linen stock which
are required in hotel are towel, bedsheets, pillows etc. These are basic requirements of the
customers which has to be fulfilled by service industry. In context to Marriott International,
executive manager always check the linen stock by online system and sometimes by personally
checking.
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If linen stock is not up to the mark, then customers feedback is negative and it affect the firm
goodwill and which results in slow growth as well as development. Linen stock is checked on
daily basis in hospitality so that stock remain full and customers are able to enjoy their service in
proper manner.
After a brief evaluation of above analysis it is concluded that hospitality includes various
functions and which are to be maintained in proper way. Manager and front office play key role
in maintaining linen stock because keeping stock or inventory in proper order will leads to
operating of business activities and operation in smooth and continuous way.
P8 Illustrate the importance of inter-relationships between housekeeping and other key
departments within a selected organisation and services
In service industry, other than housekeeping there are various departments which are crucial and
assists firm to obtain goals as well as objectives. Such departments are technical department,
maintenance department etc. All these department are heterogeneous in nature and perform role
various roles in the firm. In relation with Marriott International, there are number of departments
and all those departments are maintained and managed by their superiors. Inter-relationship
between housekeeping and other departments id discussed below-
• Housekeeping& security(technical) department- In hospitality, both security and
housekeeping are needed at every phase of business. House keepings provide total
satisfaction whereas security departments provide and ensure the safety of customers. In
relation with Marriott International, firm maintain these two departments with help of
mangers and front office. It is important to keep the personal information of the
customers safe and private so that third party did not misuse that data or information.
• Housekeeping & FO department- Front office or say receptionists arre the base of the
service industry without which firm is unable to operate smoothly and effectively.
Housekeeping’s follows the instructions of Front office department like to take the
customers and luggage to their room, to help the customers with their queries and
problems etc. In context to Marriott International, there housekeeping as well as front
office department are well structured and maintain a relationship between firm and guests
or customers.
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After a brief analysis of above stated matter it is seen that department perform various
types of functions and roles and which are maintained and managed in appropriate manner.
Discipline and a positive environment well managed by housekeeping as well as other
departments
TASK 4
P9 Examine the importance of scheduling maintenance or repair work to minimise disruption to
guests
Planning, controlling are said to be the two crucial the particular task in which the work is to be
performed. It is the process in which all the work is done in a specific time period either weekly
or monthly. In context to Marriott, maintenance includes electricity, plumbing, ceiling walls,
room furnishing and elevators. Scheduling maintenance plays a very important role in the
organisation.
Importance of Scheduling Work - The key purpose with scheduling maintenance would
be to achieve a specific tasks as well as sales volume fulfillment targets and it can be achieved in
a defined timestamp (Park, Kim, & Choo, 2017). employees hospitality industry perform
efficiently and effectively to benefit consumer as per their expertise as well as skills. The
maintenance workers often bear responsibility for the hygiene of either the facilities as well as
the areas outside.
Maintenance of Log Book - This is considered a consumer information which reflects
the data listed throughout the logbook. data includes the description of a client each form of
location, the contact number, the number of visits and evenings, the time and location of check-
out and many others. The book understands the taste and desires of the consumer to provide the
products. In conjunction with Marriott hotel, this should examine customer records that might
help identify their areas of concern.
P10 Discuss the importance of security within a selected organisation
The different areas which have to be analysed while security and safety are mentioned below -
Guest – This is known as protection of guests against crime like murders, abduction and
health hazards. There can be chances of occurrence of hazards due to pests, food poisoning, staff,
etc. It is ensured by Marriott management that all guests are taken care and they are facing no
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problem while their stay. The guests in Marriott are treated effectively and they are given all
kind of facilities that help them in making their experience good.
Staff - Employees working in Marriott are provided different facilities and services.
Some of these include safety lockers for keeping valuable assets of employee while their work.
Marriott staff is given health benefits, clean and safe environment at office and accommodation.
They are given other facilities too such as conveyance price, housing facilities, food and meals,
etc (Lyu, Li, and Law, 2019).
There are different ways by which security of data of guests and customers within
hospitality industry is managed. These consists of following -
Encryption of credit card information – This is known as one of the fundamental step
and this is needed for securing all electronic devices like laptops, flash drivers and desktop
computers. It is ensured that all guests who are staying in Marriott are provided effective services
and facilities (Lindsay, Cagliostro, and Carafa, 2018). The main thing on which this hotel
focuses is managing the data of these customers. It is not shared with other people.
CONCLUSION
Considering the above mentioned report, it can easily be said that in service industry,
ample number of functions and operations are operated by staff and employees in the
organisation. It is important to consider those people as important part of the firm who increases
the efficiency of business. On the other hand, it is also summarised that housekeeping plays vital
role in providing customers total satisfaction and this satisfaction and this is specifically
maintained by housekeeping department of different range of hotels.
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Marriott Hotels Reviews. 2020. [Online]. Available through:
<https://www.consumeraffairs.com/travel/marriott.html?#sort=top_reviews&filter=none>.
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