Managing Accommodation Services

This presentation provides an overview of managing accommodation services in the hospitality industry. It covers topics such as the role of front office, different types of accommodation services, ownership forms, grading and classification systems, online review sites, and more. The presentation also discusses the importance of front office in gaining positive reviews and enhancing guest satisfaction.

Managing Accommodation Services

INTRODUCTION
Hilton is taken for this project, it is the big hotel that operates in many locations. It was
established in 1919 and right nor it has 586 and more hotels across the world.
It offers many services such as food and beverages, spa, gym etc.
This is private organisation which is run by board of directors as they are responsible
person to take decision on behalf of firm.

Introduction to hospitality industry
Hospitality industry refer to variety of the
businesses and service that are linked to
leisure & consumer satisfaction.
UK is the country where large chain of
hotels are available there are around 45000
hotel , these hotels have provided 86000 job
opportunities to citizens. Hence hotels are
the major contributors of economic
development.

How accommodation sector contribute to industry as
whole-
Accommodation can be defined as
facility which consumer can get without
paying for it. When consumer pay for
room then individual gets facility of food,
spa etc.
Accommodations are the major
contributor, hotels are generating turnover
of around 21.2bn as per the year 2018
records. These hotels have provided 2.9
million jobs to people.

Various type of the accommodation service found within
sector
There are various types of services which are provided by the accommodation sector.
Some of them are described below-
Restaurant-
Restaurant provides the sizeable portion of hospitality industry as whole. Along with
that they render the restaurant services to their guest along with accommodation. It
renders budget or limited services as it does not have that much of option and affordable
by every traveller's. Lyle's Shoreditch is the famous restaurant of UK.
Private dinning-
Private dining is the service which are provided to the guest where they can enjoy their
leisure time with their family and loved ones. It is the middle range services which is
provided under the accommodation service. It allows there guest to have personal
dinning where dishes could be decided by guest and served in the private zone.

Various forms of the ownership applicable to accommodation
service
There are various type of ownership applicable to the
accommodation services this is stated below-
Independently owned Hotels-
One individual is named as owner but along with that there are
some investors in this ownership model. The owner had an
autonomy in the decision-making. For example- Hotel could
decorate their bed and breakfast hence they can modify their hotel
for accommodating the personality and custom of community where
the hotel is located.
Chain Hotel Management-
There are many individual owner hotel, thus more and more motel
& hotel are getting affiliated with each among. This render
advantage of the big central company rendering management
service, reservation service, expert manpower specialities, financial
strength, promotional and merchandize help.

Difference among commercial and non-commercial business
 Commercial Business- These businesses make profit and further pay taxes on
them. Commercial business has their own shareholders and if it is big enough then it
could be listed on the Stock Exchange.
 Non-commercial Business- They make reserves from the business activities and
pay employee taxes. These businesses are owned by State, National or Local
Government or are limited by Guarantee.

Various forms of the ownership applicable to accommodation
service
There are various type of ownership applicable to the accommodation services this is stated
below-
Independently owned Hotels-
One individual is named as owner but along with that there are some investors in this ownership
model. The owner had an autonomy in the decision-making. For example- Hotel could decorate
their bed and breakfast hence they can modify their hotel for accommodating the personality and
custom of community where the hotel is located.
Chain Hotel Management-
There are many individual owner hotel, thus more and more motel & hotel are getting affiliated
with each among. This render advantage of the big central company rendering management
service, reservation service, expert manpower specialities, financial strength, promotional and
merchandize help.

Ownership forms

Grading and classification system
Classification system are placed to rate the hospitality establishment on facilities,
service, values for money, cuisine, accommodation and the overall experience.
There are six type of classification system which are- AA, Michelin, RAC, Tourist
Board, Egon Ronay and Gault Millau. In United Kingdom and Philippines hotels are
rated on the basis of stars which ranges from one star to five star.
In Australia star rating trademark and individual accommodation rating scheme is used
which is owned by Australian Auto Clubs.

Grading and classification system
One star: basic facilities such as room only with bad.
Two star: TV, bathroom and nice room facilities
Three star: Bedrooms, receptionists, availability of staff members 24*7
Four star: nice food, accommodation etc.
Five star: luxurious services, food, spa, gym etc. For example Hayat hotel of
UK

Online review sites
These are amazing sites that are helpful
for consumers to know more about
facilities of hotel and spend money
accordingly.
These review sites gives ranking of
each hotel which makes the business
visible to consumers.

Online review sites

Function of Front Office with reference to the three various
type of accommodation provider
There are various functional area of front office some of them are explained below-
Reservations- The front office response to the requests for reservations by consumer
and further maintains and manage the records of reservations. They can further reject or
accept reservations made by the guest through various mode such as e-mail, telephone
and online etc.,
Reception- Front office provide information which are related to room, hotel and
facilities and any other queries related to the service and accommodation further. They
all handle call, e-mail and message by guest and responds to them.
Guest Services- Under this all guest service related activities could be easily fulfilled.

Role of Front Office department for meeting the company's
business objective
The several functional role of Front Office department which can be managed by the
staff of this department.
The front office manager, front office staff, reservation manager and reception manager
handle the front desk, welcomes guest, help them in room check-in & check-out, making
payment and handling queries of guest.
Guest service manager and head concierge handle the all guest related service and
manage it.

Front office structure

Role of Front Office for gaining positive review and enhanced
guest satisfaction
Front office plays an essential role in rendering the
guest a high quality services. The front office
department of hotel actively responds to their guest
queries and always there to help them if it is needed.
By this they could easily satisfy their consumer and
thus positive review is given by the guest if they are
fully satisfied with the hotel's services.

Cont….
The Front Office is helpful for achieving their
overall objective and enhancing sales and
revenue of hotels. The guest can be
effectively service by the hotel if they had
skilled and efficient front desk staff.
Front desk must be active and quickly
responds to the guest effectively so that there
issues could be sought out, and they enjoy
services given by them.

REFRENCES
Manoharan, A., Sardeshmukh, S.R. and Gross, M.J., 2019. Informal diversity management practices and their
effectiveness: In the context of ethnically diverse employees in hotels. International Journal of Hospitality
Management, 82, pp.181-190.
de la Peña, M.R., Núñez-Serrano, J.A., Turrión, J. and Velázquez, F.J., 2016. Are innovations relevant for consumers in
the hospitality industry? A hedonic approach for Cuban hotels. Tourism Management, 55, pp.184-196.
Goryushkina, N.Y., Shkurkin, D.V., Petrenko, A.S., Demin, S.Y. and Yarovaya, N.S., 2016. Marketing management in
the sphere of hotel and tourist services. International Review of Management and Marketing, 6(6S), pp.207-213.
Melissen, F., van Ginneken, R. and Wood, R.C., 2016. Sustainability challenges and opportunities arising from the
owner-operator split in hotels. International Journal of Hospitality Management, 54, pp.35-42.
Yusof, Y., Awang, Z., Jusoff, K. and Ibrahim, Y., 2017. The influence of green practices by non-green hotels on
customer satisfaction and loyalty in hotel and tourism industry. International Journal of Green Economics, 11(1), pp.1-
14.

THANK YOU