Managing Accommodation Services

This report explores the roles and responsibilities in the housekeeping department, the importance of forecasting linen stock, the interrelationships between housekeeping and other key departments, and the importance of security in accommodation services. It also discusses the significance of scheduling maintenance or repair work to minimize disruption to guests.

Managing Accommodation
Services

Table of Contents
INTRODUCTION ..........................................................................................................................3
TASK 1............................................................................................................................................4
Covered in PPT. .........................................................................................................................4
TASK 2............................................................................................................................................4
Covered in PPT...........................................................................................................................4
TASK 3............................................................................................................................................4
P6 Key roles found within the housekeeping department...........................................................4
P7 Importance of forecasting linen stock and other guest supplies to ensure sufficient supply
to meet demand...........................................................................................................................5
P8 Importance of interrelationships between housekeeping and other key departments to
provide quality provision and services........................................................................................7
TASK 4............................................................................................................................................7
P9 Importance of scheduling maintenance or repair work to minimise disruption to guests.....7
P10 Importance of security.........................................................................................................8
CONCLUSION................................................................................................................................8
REFERENCES ...............................................................................................................................9

INTRODUCTION
The business of accommodation is consist of very huge industry of businesses which are
basically include hotels, hostels, guest houses, apartments etc. in order to understand the working
of accommodation services Inter continental hotel is taken under this report. This report includes
various topics in which roles and responsibilities of front office, house keeping, Facilities
manager, Maintenance engineer and Security manager is examined so as to provide maximum
benefits to the guest in order to get customer satisfaction (Ayeh, Au, and Law, 2016). At last role
of security within an organisation is explained so as to protect guest and their belongings.
TASK 1
Covered in PPT.
TASK 2
Covered in PPT.
TASK 3
P6 Key roles found within the housekeeping department
Housekeeping department holds the major role in a hotel which is giving neat & clean
and comfy environment to their guests which is safe for them. The key objective of
housekeeping department is to establish a standard within the hotel so as to satisfy their
customers and provide them uttermost experience. By proper functioning of house keeping
department, the profits of ICH can be increased due to increase in customer satisfaction. There
various roles which are functioned by housekeeping department of ICH, that are explained as
under:
Organising stocks: The department of housekeeping is accountable for maintaining and
reviewing stocks of bathroom, bedroom, table an kitchen linen. In maintaining them, cleanliness
and hygiene is important to be maintained which gives fresh feel to guests of ICH. Further all the
decorations for festive or any occasions are controlled by House keeping department in order to
provide best experience to guests (Bharwani and Talib, 2017).

Managing departments: Housekeeping is responsible to coordinate with other
departments so as to solve problems faced by guests. In the context of ICH, Housekeeping
department convey the information to each and every department so that to maintain
organisational harmony and coordination (Brown and et. al., 2019).
Safeguarding assets: Housekeeping department examine all the furniture and other asset
of the hotel so as to convey need of repairing to repair and maintenance department. In the
context of ICH, the housekeeping supervise the asset in the organisation so as to provide
standardised services to their guests. Further housekeeping department maintain security in the
hotels so as to create safe and secure establishments.
Maintenance of cleanliness: The key function of housekeeping department is to
maintain neatness in the hotel so as to give refreshing and hygienic experience to their guests. In
the context of ICH, housekeeping is responsible to take proper measure in order to keep clean the
hotel premises, this will help them to increase their customer base and sale as well.
Employee welfare: The housekeeper executive is responsible to manage issues regarding
employees turnover, employee motivation, recruitment and management of multicultural teams.
In the context of ICH, as this hotel is having multinational chains so they have diversified
workforce, so to cop up with this situation housekeeper executive introduces such programs so as
to maintain harmony in the organisation.
P7 Importance of forecasting linen stock and other guest supplies to ensure sufficient supply to
meet demand
The linen stock are associated with all those fabric things which are used by guests and
employees on regular basis such as linens, uniforms, bedding, towels, table linens, curtains etc.
So as to provide uttermost best experience to their guest, hotel manager of ICH is forecasting
stock of linen so that to avoid any inconvenience of customer that could hamper brand image of
the hotel in a negative way and to have proper control over demand and supply of linen so as to
avoid any stock out situation and to prevent from keeping additional stock which can cause loss
of capital. Importance of linen forecasting is mentioned as below:
 It enhances the customer experience, as customer do not face any shortage in linens used
by them (Chibili, 2017).
 It helps in avoiding dealing in any deficiency of guest supplies which help in creating
good brand image of ICH.

 Forecasting help ICH in avoiding the situation of out of stock, as due to any shortage in
guest supply and linen customer may feel anxiety. So with the help of proper linen
forecasting guests can be catered in an appropriate manner (Fouad, Hussein and Attia,
2016).
 Forecasting of linen help the housekeeping department in order to keep guest room neat
and clean which is helpful in increasing organisational performance of ICH.
Environmentally friendly operations for sustainable housekeeping: In order to have proper
efficiency and productivity housekeeping manager is supposed to promote Green certified
cleaning products, green detergents, energy efficient washers and dryers, biodegradable guest
amenities, water saving techniques in their operations so as to promote sustainable practices in
the business.
Difference between consumable and non consumables items
Basis Consumable items Non-consumable items
Meaning These includes the items which are
perishable in nature and need to be
consumed in a short span of time.
These are non perishable in
nature and kept by the
organisation for longer duration.
Uses These are single use items and
cant be used more than one time.
These items can be reused by the
customers. Example : assets of a
hotel.
Budgeting and controlling of expenses: In order to run a business efficiently all the expenses
are to be monitored with reference to income of hotel. In context of ICH, the manager make a
budget plan in order to keep all the working adhere to the budget plan (Gordon and Brezinski,
2016).
Operating versus Capital Expenditure budget
Basis Operating expenses Capital expenses
Meaning The budget which includes all the
expenses that are required by the
business in day to day activities
The budget which includes amount of
purchasing of fixed asset in a year is

are calledFacilities
manager'Maintenance
engineer'sSecurity managers
operating expenses budget.
called capital expenditure budget.
Elements This budget includes those
expenses which are included in
profit and loss account of a
business (Hall and Williams,
2019).
This budget includes all those assets
which are shown in balance sheet of a
company.
P8 Importance of interrelationships between housekeeping and other key departments to provide
quality provision and services
Housekeeping is an essential aspect of a hotel industry which is helpful in improving
organisational performance by having good communication with all other departments. The
interrelationship between housekeeping and other departments in ICH is explained as under:
House keeping and front office department: Under this function housekeeping
interrelates to front office so as to timely solve queries of customers regarding room cleaning and
other amenities. In the context of ICH, the housekeeping department is connected to front office,
so housekeeping department may clean room for next sale after departure of guests (Jeong, Lee,
and Nagesvaran, 2016).
Housekeeping and food & beverage department: Housekeeping is required to
communicate with F&B department so as to supply hygienic food to their customers. As in
context of ICH, housekeeping regularly communicates with F&B department in order to
maintain hygiene in food.
House keeping with Conference and events: If any function is held in premises of ICH
then that place is required to be clean. So if both the departments are inter connected then
cleanliness can be maintained which will help ICG in achieving their business goals with
customer satisfaction.

TASK 4
P9 Importance of scheduling maintenance or repair work to minimise disruption to guests
It is essential for hospitality sector to have proper scheduling and maintenance so that to
perform repair activities in an effective manner. Scheduling is helpful in minimising disruption
to guest so as to attain overall aims of organisation. Roles and responsibilities within different
department for scheduling is explained as below:
Facilities manager's functions: Facility manager is accountable for maintaining and
operating organisational equipment and overall infrastructure so that to safeguard business
assets. In ICH, facilities manager is responsible to monitor repair and to inspect infrastructure so
that to detect any needed repairs (Lee, 2020).
Maintenance engineer's Functions: The maintenance engineer of ICH is responsible for
communicating with guests so as to respond and solve their query in minimum time. This will
help ICH in getting highest customer satisfaction.
Security managers Functions: The security manager of ICH is accountable for
rendering safety services to their guests by using proper security camera, alarms and other
equipments.
Relationship between maintenance department and the housekeeping department:
At the time of occurrence of any fault, the fault is required to be communicated to
maintenance department with the help of computerised maintenance management system. In the
context of ICH, if both the departments are interrelated then repairing of fault will not take much
time due to which customer satisfaction could be gained by them.
P10 Importance of security
Security and safety is an essential aspect of every organisation that is helpful in ensuring
safety measure to their customers. With the help of proper security guest can enjoy hotel
facilities in a fear free and efficient manner. In context of ICH, safety measure are required to be
taken by them for every in house guest. The methods along with their importance in which
security can be improved are explained as under:
Key card access: With the help of key card access, the guests can be permitted in the
hotel only after showing key card. In ICH, this method is useful so as to ensure that only
authorised persons are allowed to enter into the rooms (Leung and et. al., 2018).

Alarm and security plans: This system of security is used in ICH in order to provide
safeguard from fire and theft.
After hours access: This is rigidly authorised by security manager who allows those
people in the room which have a valid reason, this provide minimum disruption to guests.
CONCLUSION
From above summarised report it can be deduced that accommodation services are
essential in order to meet needs and wants of customers. Accommodation services includes
hotels, guest houses, hostels etc. so that to provide best experience to customer and meeting their
demands by continuous improvements (Luekveerawattana, 2018). Further housekeeping
department plays significant role in managing HR issues, employee motivation and multicultural
team so as to solve queries of every employee and guest as well. Front office is interconnected to
all other functional department so as to maintain harmony in organisation. On the other hand
forecasting of linen and other guest supplies is important so that to provide superior experience
to the guests. At last security management is essential in a hotel so that to create atmosphere of
safety in the hotel.

REFERENCES
Books and journals.
Ayeh, J.K., Au, N. and Law, R., 2016. Investigating cross-national heterogeneity in the adoption
of online hotel reviews. International Journal of Hospitality Management. 55, pp.142-
153.
Bharwani, S. and Talib, P., 2017. Competencies of hotel general managers: A conceptual
framework. International Journal of Contemporary Hospitality Management.
Brown and et. al., 2019. Risks and opportunities: managing environmental conflict and change
(Vol. 5). Routledge.
Chibili, M., 2017.Modern hotel operations management. Routledge.
Fouad, M.A., Hussein, S. and Attia, A.Y., 2016. Housekeeping performance and guest
satisfaction in resort hotels. International Journal of Heritage, Tourism, and Hospitality.
7(2).
Gordon, R.T. and Brezinski, M.H., 2016. The complete restaurant management guide.
Routledge.
Hall, C.M. and Williams, A.M. Eds., 2019. Tourism and innovation. Routledge.
Jeong, M., Lee, M. and Nagesvaran, B., 2016. Employees’ use of mobile devices and their
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Hospitality Management. 57. pp.40-51.
Lee, S.H., 2020. New measuring stick on sharing accommodation: Guest-perceived benefits and
risks. International Journal of Hospitality Management. 87. p.102471.
Leung and et. al., 2018. Do customers share the same perspective? A study on online OTAs
ratings versus user ratings of Hong Kong hotels. Journal of Vacation Marketing. 24(2).
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Luekveerawattana, R., 2018. Key factors affecting of tourists’ decisions to stay at environmental
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Hospitality Management, 76, pp.286-298.
Mody, M.A., Suess, C. and Lehto, X., 2017. The accommodation experiencescape: a
comparative assessment of hotels and Airbnb. International Journal of Contemporary
Hospitality Management.
Sufi, T. and Singh, S.P., 2018. Hotel classification systems: A case study. Prabandhan: Indian
Journal of Management. 11(10). p.52.