Managing Accommodation Services : Assignment Solved

MANAGING ACCOMMODATION
SERVICES

Table of Contents
INTRODUCTION...........................................................................................................................3
LO1 .................................................................................................................................................4
P1 ...............................................................................................................................................4
P2 ...............................................................................................................................................5
P3 ...............................................................................................................................................6
LO2..................................................................................................................................................7
P4 ...............................................................................................................................................7
CONCLUSION................................................................................................................................9
REFERENCES..............................................................................................................................10

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 (Wirtz and Lovelock, 2016). 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 the study
will highlight functions of front office department within the accommodation services.
And roles of front office management in an organisation.

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 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- This is an establishment which provides services like accommodation, meals and
other services for travellers and tourists. 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 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. 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).

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.
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 (Killaspy and et.al.,
2016). The rating helps the consumers in selecting the right hotel. As according to
different grading buyers can easily select the hotel.
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 (Khoo-Lattimore and Prayag,
2015). 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- Guest 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.
Receptionist provides guest all information and answers queries and deal with
complaints.
Guest services- Guest 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).
Housekeeping- Housekeeping is the duty performed by front office executive department.
Housekeeping is responsible for cleanliness, maintenance and take 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.
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 (Temple and et.al., 2016).
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.

REFERENCES
Books and Journals:
Ho, V., 2017. Giving offense and making amends: How hotel management attempts to manage
rapport with dissatisfied customers. Journal of Pragmatics. 109. pp.1-11.
Kenway, S.J. and Lam, K.L., 2016. Quantifying and managing urban water-related energy use
systemically: case study lessons from Australia. International Journal of Water
Resources Development. 32(3). pp.379-397.
Khoo-Lattimore, C. and Prayag, G., 2015. The girlfriend getaway market: Segmenting
accommodation and service preferences. International Journal of Hospitality
Management. 45. pp.99-108.
Killaspy, H. and et.al., 2016. Adaptation of the Quality Indicator for Rehabilitative Care
(QuIRC) for use in mental health supported accommodation services (QuIRC-SA). BMC
psychiatry. 16(1). p.101.
Killaspy, H. and et.al., 2016. Quality of life, autonomy, satisfaction, and costs associated with
mental health supported accommodation services in England: a national survey. The
Lancet Psychiatry. 3(12). pp.1129-113
Ma, J. and et.al., 2016. Attention, emotion and hedonic service experiences: Managing and
delivering services in the Asian century. Worldwide Hospitality and Tourism Themes.
8(1). pp.53-60.
Temple, P. and et.al., 2016. Managing the student experience in English higher education:
Differing responses to market pressures. London Review of Education. 14(1). pp.33-46.
Wirtz, J. and Lovelock, C., 2016. Services marketing. World Scientific Publishing Company.