Accommodation Management in Hospitality Sector

The assignment discusses the importance of accommodation services in the hospitality sector. It highlights various types of ownership, advantages, and disadvantages. The front office department's role is emphasized, along with housekeeping responsibilities and the significance of security measures for an organization's success.

Managing accommodation
services

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......................6
Purchase Options.............................................................................................................................7
P3 Discuss the role that, grading, classifications systems and online review sites play when
potential guests look for and book accommodation........................................................................8
TASK 2.................................................................................................................................................8
P4 Explain the organisation of front office functions within a variety of accommodation services.
.........................................................................................................................................................8
P5. Discuss the key roles within the front office department for a selected organisation...............9
TASK 3...............................................................................................................................................10
P6 Review the key roles found within the housekeeping department in a selected organisation..10
P7 Assess the importance of forecasting linen stock and other guest supplies to ensure sufficient
supply to meet demand..................................................................................................................11
P8 Illustrate the importance of interrelationships between housekeeping and other key
departments within a selected organisation to provide quality......................................................12
TASK 4...............................................................................................................................................12
P9 Examine the importance of scheduling maintenance or repair work to minimise disruption to
guests.............................................................................................................................................12
P10. Discuss the importance of security within a selected organisation.......................................13
CONCLUSION..................................................................................................................................13
REFERENCES...................................................................................................................................14

INTRODUCTION
Accommodation services are known as availing services of hospitality for a temporary time
period, these services involve hotels, schools, medical practices and other. Accommodation services
are considered as one of the most essential part of hospitality sector as the services provided by
them are for comfort and convenience of customers. Marriott is an American hotel, which provide
their service of hospitality in different parts of world. They are one of the leading hotel of the world.
And was established in 1927 by J. Willard Marriott and Alice Marriott.
This report will help in gaining the knowledge about different types of accommodation
facilities provided in hospitality sector along with this a discussion will take place on Front Office
department of hotel (Burton and Kellaway, 2018). Also, report will give an overview on the
contribution made by housekeeping department in the favour of accommodation services. Along
with all this, a discussion will take place on the roles played by facilities and security of
accommodation services.
TASK 1
P1 Identify the scale and size of the accommodation services found within the hospitality industry.
United Kingdom is declared as one of the best countries in hotel industry by The Hotel
Development index of UK. UK hotels provides increase in living standards of people by giving
occupation to them. Hotel facilities given in UK hotels is appreciated worldwide. According to an
analysis it is said that they are providing best accommodation and experience to guests. Hotel of UK
are known for offering good services to customers.
1. This interpretation has sample of 649 hotels of UK. British hotels are continuously growing for
the seventh consecutive year.
UK Hotels CAGR
2012 2013 2014 2015 2016
Occupancy 74.4 76.5 77.6 78.4 77.8
Year-on-year growth (%) 2.80% 1.40% 1.00% -
0.80%
1.1

AARR 89.22 88.8 91.55 95.8 97.28
Year-on-year growth (%) -0.50% 3.10% 4.60% 1.50% 2.2
Rooms Yield 66.4 67.96 71.03 75.08 75.64
Year-on-year growth (%) 2.30% 4.50% 5.70% 0.70% 3.3
Interpretation : The daily yield of daily rooms increased by 0.7% to £75.64. The marginal
growth of hotels in the UK was the result of weaker performance in occupancy, marginally down
by 0.8% to 77.8% and a small increase in AARR, up by 1.5% to £97.28
2. Summary performance of London Hotels for the year 2012-2016.
London Hotels CAGR
%(2012-
2016)
2012 2013 2014 2015 2016
Occupancy 81.4 82.8 82.6 82.8 81.6 0.1
Year-on-year growth (%) 1.80% -0.20% 0.20% -1.40%
AARR 89.22 88.8 91.55 149.7 151.45 0.5
Year-on-year growth (%) -0.80% 0.90% 0.90% 1.10%
Rooms Yield 120.65 121.75 122.61 124 123.58
Year-on-year growth (%) 0.90% 0.70% 1.10% -0.30%

Interpretation: Performance of London hotels was flat in 2016 and occupancy was down
by 1.4% to 81.6%. There is an increase in AARR from 1.1% to £151.45 and rooms yield is
decreased by 0.3% to £123.58 (UK Hotel Market Statistics, 2018.)
3. Performance by hotel category segment.
Segment (AARR) 2012 2013 2014 2015 2016
Deluxe (>£150) 4.50% 0.10% -1.80% 0.80% 1.60%
Superior deluxe (>£200) 5.90% 0.10% -3.30% -1.50% 4.10%
International deluxe (£150-
200)
1.70% 0.40% 1.40% -0.80% 4.70%
First class (£100-150) 3.20% 1.90% 2.80% -2.30% 0.00%
Business class (£75-100) 1.10% 3.50% 4.10% 6.60% -14.00%
Tourist (<£75) -4.70% 1.70% 9.90% 7.50% -1.50%
Town house/boutique (>£100) 3.00% 2.00% -0.50% 4.10% 7.90%

Interpretation - 2016 Growth of London and regions in terms of AARR was positive.
Town house and boutique hotels have experienced the best performance among the capital’s hotel
segments with increase in rooms yield by 7.9% . There was a decrease in rooms yield of 14.0% as a
result of the negative performance of both occupancy and AARR.
4. Mid market rooms yield growth rate for regional hotels.
Rooms yield growth regional hotels
Segment(AARR) 2012 2013 2014 2015 2016
Country House
>£80 2.10% 6.00% 5.50% -0.90% 1.00%
£70-£80 0.20% 4.00% 8.40% 7.00% 4.70%
£60-£70 1.40% 3.80% 9.20% 5.90% 6.40%
£50-£60 2.20% 2.80% 10.70% 8.50% 7.70%
<£50 - 4.10% 5.00% 17.90% 14.00% 5.30%

Interpretation- The regional market has experienced a robust performance. From the above
analysis it can be stated that mid market segments have experienced highest growth by 6.4% for £60-
£70 hotels.
P2. Explain the different forms of ownership available to accommodation services.
Types of Ownership/
Purchase method
Description Advantages Disadvantages
Sole Trader Sole Trader is the one
who runs and owns the
entire business. These
are self-employed.
These maintain full
control on their
business, without the
interference of others.
These find it difficult
to raise financial funds
The decision in the
business are made by
them.
Association A group of people
having a common
purpose or interest.
E.g.: a club or a
society
Associations gives
chances to meet with
peers and enjoy the
company of fellow
entrepreneurs.
Members are
responsible for any
debts incurred in
association.
Partnership A formal arrangement
in which two or more
parties cooperate to
manage and operate a
business (Chiu and et.
Two heads are better
than operating
business with one
head.
Each partner is liable
for actions by other
partners ( Chiu, and et
al, 2013).

al., 2013) .
Purchase Options
Purchase method Description Advantages Disadvantages
Family Loan Lending financial help
to a family member.
In this case one has to
pay lower interest rate
than bank.
They can destroy
relationships and
bondings.
Bank Loan A bank loan is a form
of loan capital for a
business, which
provides finance.
Predictable monthly
payments, helps to
build business credits,
built a relationship of
professional banker,
and have very low and
fixed interest rates.
Lengthy paperwork,
longer waiting time,
and requires strong
credit.
Franchise A franchise is a
business opportunity
that allows the
franchisee to start the
business by legally
using someone else's
(the franchisor’s)
ideas, and processes.
They have a higher
rate of success than
start-up businesses
( Barlow and et al,
2013).
Bad performances by
other franchisees may
affect your franchise's
reputation.
P3 Discuss the role that, grading, classifications systems and online review sites play when potential
guests look for and book accommodation.
Expectation of every individual from hotels varies. Hotels should know about needs and
requirements of guests and provide them an amazing time in hotel. Online reviews are taken from
guests to know requirements of them before entering hotel's lobby ( Brunner-Sperdin et al, 2012). The
five key benchmarks which regulates grading, classification and online review of hotel guests are
explained as under-
Basis Description Examples
Essential Hotel management ensures
that travellers must be
Clean room, comfortable bed,

provided clean room and staff
should treat customers nicely.
restaurant, friendly staff, etc.
Basic Customers are asked about
meal, snack provided in room
and complementary food
service. The hotel must
provide the proper lighting
facilities in the room.
Meal preferences, snacks,
lighting facilities, water
facilities,etc.
Nice-to-have Cheerful welcome of
customers is done.
Cheerful welcoming smile of
employees, laundry, Wi-Fi and
attentive room services, etc.
Luxury Safety ans security is
provided.
Cinema spa, luxurious cars,
etc.
Hyper-luxury The Marriott hotel provides ha
golf course to guests.
Golf course, private check-in,
personal kitchen.
TASK 2
P4 Explain the organisation of front office functions within a variety of accommodation services.
Reception is the commonly used name for front office area, this is the place where customer
come in contact with organisation for first time and also this is an area where customer get arrived in
hotel ( Buhalis and Amaranggana, 2015). In hotels like, Marriott the front office get divided into
different parts which are as follow :-
Sections of front office Description Equipments
Reservation This is the part where, the
request of potential customer
get received regarding to the
booking of different
accommodation service
provided by them. For doing
this task, organisation use to
hire special employees, which
can interact with customers.
When it come to equipments
along with them, telephone
come as first in the list. They
have a telephone on their desk,
by which customers can
communicate to them. In this,
manager have to answer all the
questions and queries of their
customer in very low pitch and

with very polite voice.
Reception Reception is an area where
customer come and a clerk
receive them and take their
luggage from them and help
them in checking in to the hotel.
After which, that use to take
guest to their rooms and also
use to answer different
questions of them.
Reception have equipments
which include fax machine,
computer system, printer and
some registers for making
several entries.
Concierge Concierge is an employee of a
multi-tenant organisation like
hotels, which use to receive
guests and take them to their
rooms. The position of these
employees are decided by the
security guards of organisation.
They have trolley for getting
and dropping the luggage of
their guests. Along with this
they have Walkie-talkie with
them, so that they can
communicate with each other.
P5. Discuss the key roles within the front office department for a selected organisation.
Front office department have to play several roles and job in an organisation like Marriott. As
they help them in maintaining the services and products provided by them to their customers. Some of
the basic roles of front office department in Marriott are as follow :- Front office manager : They are the in-charge in front office department, which use to monitor
the performance of different resources and also work to allot them ( Jamieson and Jamieson,
2014). They also use to supervise the employees of front office department and also check that
the work is performed according to plans or not. Reservation manager : For a hotel, reservation refers to booking of different services provided
by them for a specific time period. This section of front office department do not directly deals
with their customer, they have to follow a set of process for making reservation and also have
to keep their knowledge updated to their reservation system. Guest service manager : The manager who is responsible for handling the mails, letter and
couriers of their guest, are known as guest service manager. They also use to manage and
respond to the complaints of their customers.
 Night audit manager : The manager who have duty to handle the work in night time is night

audit manager of organisation ( Odunlade, 2012). They also have responsibilities of
maintaining the security in organisation at night time. They also use to take responsibilities of
manager at night shift.
TASK 3
P6 Review the key roles found within the housekeeping department in a selected organisation.
House keeping department is one of the most important department for an organisation like
Marriott. It work in keeping the organisation clean and also help in maintaining the premisses and
rooms clean. There are ample number of roles which house keeping department have to perform in
Marriott, such as :-
1. Maintaining and cleaning the premisses and rooms, according to the rules of organisation. In
this, house keeping department have to clean the bed, dusting, vacuuming, and cleaning and
sanitizing bathrooms.
2. Take the uniform of employees of different department and then provide them clean uniform
also take care that the old one get washed properly.
3. Keep the chemicals away from general public and store them according to the legislations of
organisation.
4. They are required to great their guest and have to acknowledge them.
5. Report to their departmental heads about the status of service, so that the room get sold or
accommodated to some guest.
6. Have to check the wear and tears faced by organisation, so that their superiors can handle it and
provide needed solution for that.
7. They have to follow all the safety rules and regulations and also have to report immediately in
the case of any safety or health measure accident.
8. They are required to carry out the guest complaints and requests and have to take required
action for that, this will lead them in increasing the satisfaction level of guest.
P7 Assess the importance of forecasting linen stock and other guest supplies to ensure sufficient
supply to meet demand.
It is very essential for housekeeping department of an organisation to manage the guest room
and also provide proper facilities to their guest, so they they can enjoy with comfort. As guest do not
carry each and every required thinks with them, therefore it is very important for hotel to provide some
basic required material to their customers ( Rose, 2014). Some of these supplies are as follow :-
Guest Supplies Importance
Bedding and Bedside Supplies It cover, mattress, bed sheet, bed cover, pillows

and their covers along with non-slip mats on the
either sides of the bed. Also, a telephone device,
along with a list of important numbers of hotel
staff.
Hospitality tray This tray have some bad of tea, coffee, coca
powder, creamer and sugar. Along with this,
some hotels provide, condiments like black and
white pepper powder and salt. Also they have
electric kettle, spoons, cups and water bottles.
Bathroom attachment In this, hotel use to provide some basic things
which are required in bathroom. It includes,
shower and bath tub with hot and cold water
mixer. Along with this, it involve soap dispenser,
toilet paper, towel and towel holder and many
other.
Linen Stock This include couple of large towel along with
with a set of small towel, which are needed for
wiping the body parts.
Vanity Tray This tray involves, shower gel, shampoo and
conditioner. Along with this, many hotel provide
shower cap, head and foot cleaner, and body
lotions and moisturisers.
It is very important for Marriott to provide all the above mentioned supplies in proper manner
for their guests, so that they do not face any problem or inconvenience related to this ( Wirtz and
Lovelock, 2016). For them, it is very essential to provide some basic required supplies like, linens and
other which are basic for every customer.
P8 Illustrate the importance of interrelationships between housekeeping and other key departments
within a selected organisation to provide quality.
It is very much essential for Marriott for making healthy relationship between housekeeping
and to their different elements, some of these are as follow :-
Other department Description
Coordination of house keeping with HRM HRM department use to manage the work force

of an organisation, housekeeping department
have to make coordination with them ( Clement
and Bigby, 2012). This will help housekeeping
department to get new talent so that their
working become easier and proper.
Coordination of house keeping with front end
office
Coordination between both of these can help
Marriott to manage their work easier and in
better manner. This will lead the housekeeping
department to get knowledge about the work
they have to perform. Along with this, by
making coordination with front office house
keeping come to know about the special guest,
which they have to give special treatment.
Coordination of housekeeping and food
department
This help organisation to keep their food area
clean, so that they can prepare and store the in
hygienic manner. In this, housekeeping
department keep the kitchen clean and also
collect the dirty and used uniform of employees
form food and beverage department.
TASK 4
P9 Examine the importance of scheduling maintenance or repair work to minimise disruption to guests.
The first thing which come in notice when a customer come to visit a hotel is it's maintenance
and cleanness. For attracting customers and for ensuring the loyalty of their customers it is very much
essential for Marriott to have well placed services maintenance set ( Common and et. al, 2016). It is
very important for them to make a proper arrangements for their guests, so that they can get and enjoy
a pleasant stay. Some of the most important maintenance work are as follow :-1. Carpentry and furniture maintenance : Carpentry and furniture maintenance is very important
for organisation like Marriott, as this will help them in keeping their furniture fit, so that their
customers can get relax and comfortable experience.
2. Plumbing and electrical system : Plumbing and electrical system are the most important
systems for an organisation, as it is very important for them that they both perform well so that
the functioning of their system do not get affected. Therefore, it is very important for Marriott

to provide a regular maintenance to their system, so that they do not face any problem which
can need several months for solving it.
P10. Discuss the importance of security within a selected organisation.
Security is considered as one of the most important factor for an organisation, it can affect their
working also. An organisation which is safe and have strong security aspects are more likely to achieve
success as it has more capabilities of attracting customers rather than unsecure organisation. Marriott is
a huge organisation in hotel industry and provide their services in America as well as in other countries
of world. There are generally two aspects for security :-1. Safety of a person : Marriott use to host ample ample number of customers, therefore it is very
important for them to make their customers relax by making sure that they are secure with
them. Along with this, they use to host lady guest also and have lady workers also, therefore it
is mandatory for them to provide secure environment for them.
2. Safety of a system : Marriott hotel have information of several peoples which come to them as
their guest, and it is their duty keep it safe, so that any unwanted or unauthenticated person do
get access of that data ( Dei Mensah and Mensah, 2013). Along with this organisation also have
some secrete information about them also, which have to be kept safe otherwise leakage of
them can cause a huge loss to them. Therefore system security is also very important along
with person's security.
CONCLUSION
From the above discussion, it is concluded that, the accommodation is one of the most
important element of hospitality sector, which provide services that can ensure the comfort and
convenience of their guests. Also there are various advantages and disadvantage to the ownerships
available in accommodation services. Along with that, there are several type of customers in an
organisation and each and every customer have different needs and expectations from the hotel.
Front office department is the area where the first interaction of customer take place with
organisation and there are different roles and responsibilities which they have to follow. Along with
that, house keeping department also have to play a key role in different departments of an
organisation. Also security is very much important for an organisation to meet the success.
REFERENCES
Books & Journals:
Burton, M. and Kellaway, M., 2018. Developing and managing high quality services for people with
learning disabilities. Routledge.
Chiu, C.Y., and et. al., 2013. State vocational rehabilitation services and employment in multiple
sclerosis. Multiple Sclerosis Journal. 19(12). pp.1655-1664.