Managing Accommodation Services - Assignment Sample

Managing Accommodation
Services

Table of Contents
INTRODUCTION...........................................................................................................................1
ACTIVITY 1....................................................................................................................................1
Introduction..................................................................................................................................1
Statements of cases and arguments..............................................................................................1
Conclusion...................................................................................................................................2
LO1..................................................................................................................................................2
P1 Size and scale of accommodation services found within the hospitality industry.................2
P2 Various Types of hotel ownership..........................................................................................3
P3 Grading, classification systems and online review sites' roles for hotels...............................3
LO2..................................................................................................................................................4
P4 The organization of front office functions within a variety of accommodation services.......4
P5 Front Office department's fundamental roles........................................................................5
LO3..................................................................................................................................................5
P6 Housekeeping department's fundamental roles.....................................................................5
P7 Significance of Forecasting of linen stock and other guest supplies......................................6
P8 Interrelationships between Housekeeping and other key department's importance for
Marriott Hotels and Resorts.........................................................................................................6
LO4..................................................................................................................................................7
P9 Value of Scheduling maintenance to minimize disruption to guests......................................7
P10 Security's Importance within Marriott Hotels and Resorts...................................................7
CONCLUSION................................................................................................................................7
REFERENCES................................................................................................................................8

INTRODUCTION
Accommodation (Hotel) services refers to those services which is related to the buildings
or rooms which are available for people for the some purpose (Hall and Greeno, 2017). This
services includes Hotels, Motels, Cafes, Bars, Restaurants, Resorts, Teashops and Nightclubs etc.
This report will highlight the scale & size of hotel service, types of hotel service provide
units, function of grading system, utilities and roles of front office section working under the
hotel. It will demonstrate role of housekeeping department, its interrelationships with other
department and importance of forecasting. The report will also tell the importance of security
and maintenance within the organisation.
ACTIVITY 1
Introduction
This speech will cover the role of front desk, essential of security, helpful of impeccable
cleanliness and importance of preventive maintenance actions.
Statements of cases and arguments
Role of Front Desk in Customer Experience
Any customers who enter into hotel, directly contacts with the receptionists who sit in the
reception hall. If they do talk to them politely and patiently, it lead to good first impression on
customers. It can lead customers to consume the services which they provide and customers feel
good which can result in great customer experience. That is the reason, front desk are known as
first face of the organisation (Hruška and Hinke, 2018).
Essential and Effectiveness of Security
Security must be essential as well as effective so that company can be ensure about
safety as well as security of hotels, guests and employees. It can be done by various security
system which is available in market. Security of hotel, guests and employees are necessary.
Irresponsible in security of these, the whole management and organisation can get into loss.
Because without hotel property, they won't able to provide services, without guests, they loose
their brand image and without employees, they won't able to run their business and its operations
(Bigné and et.al., 2017).
Help of impeccable cleanliness in adding value differentiator
Impeccable cleanliness in hotels helps service provider in creating value which is very
important for the customer satisfaction and brand image. Customers come to the hotel in the
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expectation of that the hotel rooms, hall and corridors would be clean and that is the reason, they
choose to stay in that particular hotel. Uncleanliness of any aspects of hotel would increase sink
and chances for illness which lead customers to get dissatisfied with the hotel and company lost
its customer values (So, Xie and Wu, 2019).
Improvement of performance of the hotels by preventive maintenance actions
There are various preventive maintenance actions which must be taken by hotels for the
purpose of ensure the safety, cleanliness & comfort of customers and guests. It would lead to
customer satisfaction which results in strong relationship between guests and hotels. It would be
helpful in improvement of performance and its related standards (Tussyadiah, 2016).
Conclusion
From the above speech, it has been summarized that satisfaction of customers play a
valuable role in success of organisation. Thus, organisation keep customer satisfaction as their
primary objectives and will do anything to achieve it whether it is related to the department,
security, cleanliness and improvement in performance by adopting preventive actions etc.
LO1
P1 Size and scale of accommodation services found within the hospitality industry
There are three areas of hospitality industry in which whole industry are divided. These
three areas are such as – Accommodations, Food & Beverage and Travel & Tourism.
In United Kingdom, size and scale of hotel (accommodation) services is increasingly as
Households of UK spend more than £20 billion every year in particular service. In year 2017, the
total revenues of all the hotels established in United Kingdom was more than 3 times as
compared to another combined accommodation sectors and that was around £19 billion (Serviced
accommodation in the United Kingdom (UK) - Statistic & Facts, 2019). It is considered to be
the biggest sub sector within the hospitality industry of United Kingdom. In year 2017, the
turnover of accommodation services was £26.2 billion. The total spending in year 2018 on
accommodation services in only United Kingdom was £26.5 million. Along with this, In year
2018, average weekly household expenditure in the United Kingdom for accommodation
services was around £10.90. The room occupancy rate was 73% which s an increase compared
to previous years.
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P2 Various Types of hotel ownership
There are four basic ownership to accommodation services available in hospitality
industry. Four types of ownership are as follows -
Franchise Form – Under this ownership type,hotel's owner has to pay a fee to the hotel chain in
order to grant permission for using their brand name, logo, management and technology
protocols. It is considered to be the most common form of ownership (Knežević and Mitrović,
2017). Benefit of this form is that hotel gains brand name. Disadvantage of this form is that its
growth options are limited.
Privately Owned and Operated Form – In this type of ownership, the hotel is completely under
the control of their owner. They are free and independent to make any decisions regarding any
aspects of the accommodation services they are providing to the customers. Here owner has to
create brand image. Advantage of this ownership form is that hotel has the flexibility in their
decisions making and on the other side, company has to pay for everything.
Leased Form – It is a contractual form of ownership. Under the leased form, one party (Lessor)
do contract with another party (Lessee) to give permission to use the asset of hotel on lease and
ask them to pay some amount which is known as Rent (Nurbadi and et.al., 2019). The main pro
of this form is that if hotel get loss, they have to pay less rent. Con of this form is that The lessee
cannot make alterations or improvements in the hotel without the permission of lessor.
P3 Grading, classification systems and online review sites' roles for hotels
Grading, classification systems and online reviews sites are the way to determine the
standards and quality of accommodation, hotels are providing to their customers. It is done in
order to tell the customers about the recognition of quality and types of facilities & services, they
are going to use. Grading and classification systems are done by some quality agency while
online reviews are given by common people and some sites on the basis of their experiences
regarding the services provided by the accommodation units (Zaharia and Gogonea, 2017). It is
also referred as Hotel Ratings.
Grading, classification systems and online review sites' roles in guests look for and book
accommodation are as follows -
It helps customers to get to know about which hotel, they want to stay as it depends upon
their will to use the services provided them. It also help in determine the budget of travellers and
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tourists to ensure about the quality of accommodation (Volpi and Paulino, 2016). It is considered
to be an important for marketing as well as brand image of the hotel.
LO2
P4 The organization of front office functions within a variety of accommodation services
Front office can be called as Reception. It is considered to be an area where customers
firstly interact with any business. They deals with the customers directly (Kim and et.al., 2018).
Reservations in Hotel - In some hotel, prior reservations are necessary before taking any kind of
hotel services from that particular accommodation provider. Reservations of room or table,
customers can contact to the employees who are working under this section of the hotel. For
reservations, they provide two facilities – by phone or by online. Both are handle by them. It is
done for the assuring of availability of rooms or table for lunch or dinner or for prior booking.
Bellhop Service in Resorts - There are various customers who have the planned to stay in resorts
for few days. This lead them to have luggages. In order to load with luggages into the room of
resorts, they use bellhop services which is provided by front office department. They also
provide guests newspaper or magazines. Along with it, they have the responsibilities to take care
of the luggage which is left by guests (Jones, Hillier and Comfort, 2016).
P5 Front Office department's fundamental roles
This department is considered as an important division in the Hotel as they are directly
related to the customers and guests. Following are the key functions under Marriott Hotels &
Resorts which are mentioned below -
Creating Guest Database – In order to get to know about customers and keeping contacts with
them, Marriott Hotel collects information from their guests and on the basis of these information,
department create database (Sari, Bulut and Pirnar, 2016). This database helps hospitality unit to
gain loyal customers.
Coordinating Guest Service – There are various guest services which help customers to enjoy
their stay in hotel and help by accommodate the requests, they (consumers) make. Ensure of co-
ordination between these guests services are done by front office department. These services
involves laundry, room services, communication service and concierge.
Ensuring of Guest Satisfaction – There are various factors available in the hotel which might
create problems for guest during their stay in Marriott. Thus, responding and solving these issues
as soon as possible and make customers satisfied with the accommodation services by providing
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them required assistant, it is the main function of the department to ensure the guest satisfaction
(Magombo, Rogerson and Rogerson, 2017).
LO3
P6 Housekeeping department's fundamental roles
Housekeeping can be define as management of all duties which is related to the
household of hotel. They play valuable role for the organization for the purpose of success of the
Marriott Hotels and Resorts. Followings are different fundamental roles of housekeeping
department which are mentioned below -
Communication of Room Status – Room status refers to the condition of room in the Marriott
Hotels and Resorts. Communicating the room status with receptionists and another staff of the
hotel is the role of the housekeeping department (Killaspy and et.al., 2016). There are various
codes used for the room status which is being used by the service provider. These room status are
such as – O – Occupied, OC – On Change, DND – Do Not Distrub, DNCO – Did Not Check
Out and OOO – Out of Order etc.
Ensuring of Cleanliness and Comfort – Main function of this department is to ensure about
cleanliness of the hotel. Cleaning of following areas of Marriott Hotel are as follows – Rooms,
Corridors, Lobby, Toilets, Guest Rooms, Management Offices, Uniform Rooms, Employees
Locker Rooms, Sports Centre, Swimming Pools, Health Centre and Banquet Area etc. It also
involves Pest Control in hotel too (Ionel, 2016). They also have the responsibilities of taking care
of the comfortability of the guests into the rooms as well as in the hotel too.
P7 Significance of Forecasting of linen stock and other guest supplies
Linen Stock and Other Guest Supplies – It is a stock which is required by accommodation
service providers for the purpose of taking care of the needs of the customers as well as guest
rooms too. It involves various items which us being used by the guests on the daily basis.
Forecasting of these types of inventories are very important for the Marriott Hotels and Resorts
for the purpose of ensure about the fulfilment of the demand which are done by guests. Thus, for
the Marriott, Forecasting is an important function for Marriott Hotel (Tussyadiah and Zach,
2015).
Importance of Forecasting of Linen Stock and Other Guest Supplies – Forecasting helps in
creating co-ordination between various departments related to the stocks and supplies items
which lead to smoothly operation of all the functions. If the forecasting is done in wrong way, it
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will lead to lack of stocks in the hotel which will create problems for the guests who plan to stay
in the hotel. Along with it, if company demands from their suppliers too much items, it will lead
to wastages of unused items. Thus, forecasting helps in maintaining the linen stock and other
guest supplies at right amount (Cohen and Olsen, 2015).
P8 Interrelationships between Housekeeping and other key department's importance for Marriott
Hotels and Resorts
Interrelationship between housekeeping and front office department in Hotel
Front office and housekeeping both departments has to keep inform about the room status
as well as guest account in order to provide accurate service at the right time to the right guest. It
also involves the maintenance of service quality which is very important for the customer
satisfaction. If guest are satisfied with the room services, they will give positive review to the
hotel which is good for the brand image of the Marriott (Yang, Huang and Shen, 2017).
Interrelationship between housekeeping and Engineering department in Accommodation
Provider
Both department i.e. housekeeping and engineering has to work closely and in co-
ordinative way for the purpose of maintaining the safety and cleanliness of guest rooms.
Housekeeping department has the responsibilities of maintaining the things related to rooms such
as taps, lights, air conditioning, television, electrical plugs and faucets etc. In case of non
functioning of these things will dissatisfy customers. Thus, for the maintenance of the room and
its related fixings, things and aspects, they do co-ordinate with engineering department. Thus,
there should be proper co-ordination and interrelationship between both department in order to
gain customer satisfaction (Gnanapala, 2015).
LO4
P9 Value of Scheduling maintenance to minimize disruption to guests
Scheduling maintenance on time is crucial for the Marriott Hotel as it helps in reducing
the disruption to guests. As guests are considered to be core for the accommodation provider. If
they feel disturbance in the hotel due to improper scheduling or maintenance of room or any
another things in the hotel, it will ruin their enjoyable moments in the hotel which will upset
them as result in dissatisfaction of customers (Kuzmin and et.al., 2018).
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P10 Security's Importance within Marriott Hotels and Resorts
Significance of Security within the Marriott hotel is very important aspect for the success
of the organisation. In case if customers' luggage get lost, it will lead to creation of problems for
the hotel as customers will be dissatisfy with the service quality of the service provider as it
doesn't matter that how much their accommodation service is qualitative. Another aspect of the
security of the their system is very important for their customers as well as for Marriott too. In
case the security system get dysfunction and all the customer data get leak, it will results in
revoke of privacy which is also not good for the hotel brand image. Thus, security of data,
system, luggage and customers are very important for the success of the accommodation unit
(Tussyadiah, 2016).
CONCLUSION
From the above study, it has been summarized that accommodation service is very
important sub-sector under the hospitality industry. There are various department who are
involve in doing their roles and performance in order to gain customer satisfaction because
customers are considered to be an important aspect in the hospitality industry and on which the
whole industry's success and profitability depends.
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REFERENCES
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Online
Serviced accommodation in the United Kingdom (UK) - Statistic & Facts. 2019. [Online].
Available through:<https://www.statista.com/topics/3714/serviced-accommodation-in-the-
united-kingdom-uk/>
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