Managing Accommodation Services

This document provides an overview of managing accommodation services, including the different types of accommodation services, ownership options, classification systems, and the role of front office departments. It also discusses the skills and qualities required for front office staff.

MANAGING ACCOMMODATION SERVICES

Table of Contents
INTRODUCTION...............................................................................................................3
LO1 ...................................................................................................................................3
P1 ..................................................................................................................................3
P2 ..................................................................................................................................3
P3 ..................................................................................................................................4
LO2....................................................................................................................................5
P4 ..................................................................................................................................5
P5...................................................................................................................................5
CONCLUSION...................................................................................................................6
REFERENCES..................................................................................................................7

INTRODUCTION
Hospitality based service management is the managerial and administrative
science of overseeing hospitality organisation. Hospitality industries include food and
beverages, hotel and event management. Hospitality industries is a type of industry
which includes services like food, lodging, beverages, event planning, transportation
and event planning etc. The report will highlight the size and area of accommodation
services. The study will detail the different types of ownership which are available in the
accommodation services. The classification system and online sites which impact
consumer decision making. Moreover they study will highlight functions of front office
department within the accommodation services. And roles of front office management in
an organisation (Killaspy and et.al., 2016).

LO1
P1
Hostel- Hostel provides lower priced, accommodations where guest can stay by paying
rent. In hostels services like a bed, a share bathroom and sometimes a kitchen.
The scale of this industry is very large as demand of hostels is increasing rapidly.
Mostly hostels are used by students for living. The room size of the hostels is not
very large as normally 80 to 100 people can stay in normal size hostels. The other
services offered by hostels are daily breakfast and free Wi-Fi, so that they can do all
their study work (Kenway and Lam, 2016).
Hotel- The main purpose of hotels is to provide travellers shelter, foods, refreshment,
and other goods and services. And provides high quality services to customers as their
objective is to give maximum services to customers. The size of hotels are large as
normally in an hotel normally there are fifty rooms and large amount of pe4ople can stay
at single time. The hotel provide both luxury and mid range services to consumers.
Hotels provide different types of facilities to customers, luxury hotels provide more
facilities to people and budget restaurant offer less facilities to the consumers.
Accommodation sector contributes to hotel industries (Martin-Fuentes and et.al., 2018).
The accommodation service sector conmtributes in generating revenue for the hotels.
Scope of the hotel industry is increasing rapidly. The industry contributes about 3.6% to
UK GDP (Suhartanto, 2015).
Event management- This includes managing the teams of people responsible for each
function, budget, and execution of planned event. Various types of events are being
organised by the company such as wedding event, business event and other types of
events. The scope of this type of business has been grown very rapidly and is now
becomes global business. The contribution to GDP is around £42.3 billion to UK
economy(Tussyadiah,2016).
Pubs- A pub is an establishment body and has a license to sell alcoholic drinkis which
includes beer etc. In pubs different types of alcoholic drinks are provided to consumers.
As pubs is the place where people comes any enjoy by having drinks of their choice.

The purpose of this business is to satisfy the customers by providing different types of
drinks. There were around 48350 pubs in United Kingdom in 2017. There is a decrease
of approximately 8450 pubs in the last ten years. And over 12450 pubs in 2000. The
scope of this type of business has grown very fast and pubs are there in almost every
country. Pubs contributes around £70 millions to the UK economyb (Martin-Fuentes
and et.al., 2018).
Restaurants- A restaurant is a type of business which prepares and serves food and
drinks to customers. The purpose of the restaurant is to offer different types of foods to
people. Meals are generally served and eaten at the premises but many restaurant
take and delivery systems also.
The scope of this business is very large as this type of business can be expanded by
making chains. Costumer expenditure on restaurant and cafes ha reached around 88
billion British pounds in 2017 (Celata, Hendrickson and Sanna, 2017).

P2
The can be different forms of ownership available to accommodation services
such as it can be independently owned, managed contracts, franchise and referral
groups.
Independently owned- The benefits of independent hotel is that it has flexibility ie, it
can make changes according to situation without concerning any other. All the
profitability and loss is beard independently. The most famous independent hotel in UK
are Gregans Castle hotel and Kinloch Lodge (Ma and et.al., 2016).
Managed contracts- In this the owner of hotel contracts with separate company or an
operator for running a hotel. In managed contracts the owner gives right to separate
company to take the decisions and all the activities are done by that company only. The
profit sharing ratio is already mentioned in contract and according to that profit is
distributed between owner and management company. Give some examples as well as
citation are missing
Franchisee- A franchisee is a company which uses license of the franchiser to do the
name under his trade name, following the terms and condition of the contract. This is
also an type of contract the hotel gives right to use the brand name to the franchiser, it
benefits both the hotel and franchiser (Killaspy, 2016). It is a type of partnership and
sole proprietorship. As agreement contains all the details that how much money will be
given to the franchiser, profit sharing ratio, etc. Best hotel franchisee in UK Hotel
Express International and easy Hotel.

P3
The classification system includes star rating and letter grading from A to F. ?
The rating system is as applies that the hotels are rated on the basis of their
performance on different starts, as two star, three star, four star and five star. Hotel
showing low stars means that their quality of service offered are not so good and hotel
showing high rating stars means that the quality of services offered is extremely good.
The rating helps the consumers in selecting the right hotel. As according to different
grading buyers can easily select the hotel. (Steinberg and et.al., 2016).
Online review sites reveals all the details of hotels and help the consumers in
making right choice. There are many websites available which gives the review of
hotels. Such websites are trip advisor, Expedia, Google, Facebook etc. The online
review websites impact in such a way that by considering the review from website
consumers can easily choose the hotel, which satisfies their needs (Killaspy and et.al.,
2016). Review sites and online booking sites impact in such a way that as on trip
advisor, the customer can get the reviews of hotels and make booking according to the
need. Online website provides all the details of hotel such as what is the location, what
types of services are provided, charge of booking ect.
By visiting online website people can easily book the accommodation according
to their choice and people can also cancel the booking in some cases. Some hotel
takes cancelling charge also all these details are mentioned on the websites. This also
has negative impacts on the hotel as due to some bad review from customers the image
of the accommodation service provider are suffered. Sometimes correct information
may not be provided by the websites and thus customers are suffered. Online booking
facility is efficient and time saving and also gives various offers and discounts to
customers.

LO2
P4
The front office departments serve the consumers and handle their quarries.
(Killaspy and et.al., 2016). Front office functions are as follows-
Reservation- Officer contacts the hotel regarding the availability for desired type of
accommodation and any other services that hotel can offers. Advance booking facilities
are provided so that consumers can book the hotel in advance according to their choice
(Managing accommodation services, 2019).
Reception- As the duty of receptionist is to welcome the guest and greet them in a
desired way. Their duty includes checking guest in and out, issuing keys, taking
reservation by telephones and e mails, preparing bills and dealing with payments
(Steinberg and et.al., 2016). Receptionist provides guest all information and answers
queries and deal with complaints. This helps in fulfilling the objectives of the business
as by the reception services customers get satisfied and also suggest to other persons.
Guest services- Officer services are provided by hotel, guest services listen to guest
and provide them various facilities like extra towels, toothpaste, hot water or may be a
dinner recommendations. As taking care of customers is the heart of hospitality
services. The function of night audit is also performed by the hotels (Temple and et.al.,
2016). This assist in fulfilling the goals of the organisation as by effective guest services
customers get satisfied and they also suggests other people about the organisation,
thus increasing productivity of the business (Steinberg and et.al., 2016).
Housekeeping- Housekeeping is the duty performed by front office executive
department. Housekeeping is responsible for cleanliness, maintenance and takes care
of rooms so that the visitors feel good and also helps in satisfying customers. This
department take care of customers need and requirements by providing services.
Role of front office in following -
Positive grading: Front office plays an important role in increasing the productivity of
the organisation. Front office department plays an important role in dealing with

customers as when they are satisfied they give positive feedbacks and helps in
productivity of Hilton Hotel (Khoo-Lattimore and Prayag, 2015).
Reviews: It is the duty of front office department that when customers are leaving they
have to take feedbacks from them ie, they are satisfied by the services offered or not.
They take review by giving an form to them which they fill and submit there or online
reviews also. Reviews assist in improving services and quality of the hotels
(Tussyadiah, 2016).
Front office department also assist in achieving mission and objectives of the
organisation. As front office manager ensures that all the work of front desk runs
smoothly. By providing better services and satisfying customers with their queries the
mission of the Hilton Hotel is achieved. Mission of the Hotel is to satisfy their customers
and increase their revenue. So front office department manages all the queries of
customers and guide them (Killaspy and et.al., 2016).

P5
The key roles of front office department in Hotel Hilton is as follows-
Guest service manager is important person who manage hotel operations. A guest
service manager of Hilton Hotel develops customer service programs that go beyond
providing a room and bed. Hotel guest service manager sees the complaints of
customers and responds to it. It is the duty of guest service manager to take feedback
from the guests. For that hotel use customer satisfaction surveys or forms which are
filled by the customers before they check out (Ho, 2017).
Night audit manager The night auditor handles of front office desk and accounting
duties. The main function of night auditor is guest ledger, manager checks the accounts
of all currently registered guest of lodging establishment. Hilton Hotel manager ensure
accuracy of guest ledger, and makes sure that all guest have checked out at proper
time and gathered all paper work necessarily so that successful audit can be completed.
In performing front desk functions, night auditor remains available to respond overnight
emergencies.
Front office staff skills and qualities
Various staff skills and qualities are required to perform front office task. These
skills are problem solving skills, as the front office staff must have-
Problem solving skill- Front office staff must have great problem solving skills as in
emergency times they can solve problems on their own without the concern of any other
person (Killaspy and et.al., 2016).
Technical skills- Front desk operator must have technical skills, as must have basic
knowledge of computer and new gadgets. Must have basic knowledge of MS excel and
MS word.
Communication skills- its the most required skills as the front office staff represent the
hotel to customers so it is must they have good communication skills.

CONCLUSION
Study can be summarised as types of accommodation services like food and
beverage, hotels and event management are found. As hotels provide stay facilities to
the consumers. Front office functions like reservation, guest services and reception. As
by reservation consumers can book their accommodation in advance, guest services
are provided by hotel so that customers can have good experience of their stay. The
study also concludes skills which are required to be handle front office work. Like
problem solving skill, when candidate have problem solving skill all problems will be
solved in less time.