Managing Accommodation Services- Size and Scale

Managing
Accommodation
Services

Table of Contents
INTRODUCTION ..........................................................................................................................4
TASK 1............................................................................................................................................4
P1. Size and Scale of accommodation services .........................................................................4
P2. Different forms of ownership ...............................................................................................5
P3. Role of online review sites, grading, and classification system...........................................5
M1. Evaluation ...........................................................................................................................6
TASK 2............................................................................................................................................6
P4. Functions of front office within different accommodation services ....................................6
P5. Significant roles of front office ............................................................................................7
M2. Analysation on how front office department meet business objectives ............................7
TASK 3............................................................................................................................................8
P6. Key roles of housekeeping department ................................................................................8
P7.Importance of Forecasting linen stock...................................................................................8
P8. Importance of interrelationship between housekeeping and other departments ..................9
M3. Evaluation of relationship between housekeeping department and other departments ......9
TASK 4..........................................................................................................................................10
P9.Importance of scheduling maintenance...............................................................................10
P10.Importance of security ......................................................................................................10
M4.Role of maintenance...........................................................................................................11
CONCLUSION .............................................................................................................................11
REFERENCES..............................................................................................................................12

INTRODUCTION
Accommodation services are defined as a leisure that is provided to customers by hotel
industry. For smooth running of a hotel business, it is significant for enterprises to manage
services that are rendered to visitors as per their needs and requirements. This speech is based
upon a 5 star hotel named Ritz hotel, which is situated in London (The Ritz London, 2019). This
speech covers scale and size of accommodation services in hospitality industry, different types of
ownership available within and role of classifications systems, grading and online review sites in
hotel industry. It also includes front office accommodation services functions and significant
roles of it. Further, it includes roles of housekeeping department and forecasting linen stock in
Ritz hotel. It also covers importance of facilities and securities within hospitality industry.
TASK 1
Introduction to the case- This case is about four day event that focuses upon changes that can
be taken into action in order to improve accommodation services provided such as front office,
security, maintenance, and housekeeping. This report consist of speech as a manager of Ritz
hotel which is a 5 star property in hoteliers Annual Conference at Rome.
P1. Size and Scale of accommodation services
Accommodation services are the kind of services which is supplied by industries in order
to provide convenience to customers. These services includes housekeeping, front office,
security and maintenance required in hotel industry (Xie and Chen, 2019). The different types of
accommodation services and their size and scale are explained as follows-
Front office- It is an area where guests arrive and communicate with staff regarding any
kind of queries relating to accommodation services. The size of front office is wide as it helps in
solving queries of visitors by properly communicating with them. It operates at a large scale as it
is important in providing quality services to customers.
Housekeeping- Housekeeping can be defined as an operational area in a industry which
is responsible to clean, maintain and upkeep the area where guests will stay. Such service
operates on large scale and it has wide size as housekeeping is important to ensure that customers
are getting quality services. Proper housekeeping can build up ethics and morale of a particular
accommodation industry.
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Security and Maintenance- To attract large number of customers, it is very important to
provide them security and maintenance. These accommodation services has large size and scale
as it is responsible to protect personal property of employees, customers and hotel itself and to
provide better environment to build customers and visitors.
P2. Different forms of ownership
In hospitality industry, ownership plays an important role in enhancing the brand name of
hotel (What are the different types of hotel ownership, 2018). There are various types of
ownership which are available to accommodation services described as follows-
Franchise Model- In this form of ownership, the brand of hotel is shared by other
proprietors and it provides a benefit to recognize the name of the brand of hotel industry. This
kind of ownership is mostly limited and its growth and scope is also limited.
Privately Owned and Operated- Such ownership provides freedom to owner but it is
also associated with risk. The owner has the right to take decisions on various activities of
business entity but at the same time it do not have brand benefit behind it.
Leased- Such hotels can be considered as privately owned but the only difference can be
seen is that physical building of hotel belongs to other person. In this, the lessor stipulate a
minimum rent required for premises to the real owner of building.
Managed- Under this ownership, current private owned hotel partnered itself with a well
known brand name. The business entity continues to be privately owned but management of
hotel takes into daily business operations and lends name of its brand as well.
P3. Role of online review sites, grading, and classification system
Online review sites- Online review sites is a platform in which customers can rate and
put their views in an organisation's official site regarding their experience. Nowadays, it has
become common for people to go through these reviews before booking any kind of
accommodation services (Rogerson and Rogerson, 2019). These review sites helps visitors to
know about experiences of other people who stayed in that particular hotel and on that basis they
do their booking. These reviews plays a major role in building up brand image of a particular
accommodation industry.
Grading- It can be defined as an assessment on the quality of services provided by
accommodation industry. Grading can be done in different ways deluxe, luxury, star ratings, first
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class, economy and many more. It plays an important role in ensuring visitors to find out
accommodation of standard required by them.
Classification System- This system includes classifying accommodation into different
categories such as star, size and location. These are classified as one star to 5 star, small,
medium, large, and so on (Williams, 2019). It plays a significant role in helping customers about
what kind of accommodation fits in their budget and standards and with the help of classification
system, they can book their accommodation.
M1. Evaluation
Accommodation services such as housekeeping, front office, security and maintenance
are important part which affect decision making of customers regarding booking
accommodation. When customers are provided with prompt answers from front office, get
proper cleaning, adequate security, than it will have positive impact over visitors decision
making. If online reviews, ratings, grading and classification of a accommodation is good than
customers will book that particular accommodation which is most suitable to them.
TASK 2
P4. Functions of front office within different accommodation services
Front office department can be considered as an eye and ears of an organisation as it is a
communication platform that solves queries of customers. Ritz hotel is a 5 star property which is
located in London and provide quality accommodation services to customers. There are different
functions within different accommodation services which are performed by front office of Ritz
hotel that are described as follows-
 Front office department plays an important function in greeting guests and in solving
their queries by providing them answers. It also handles different complaints of
customers and hotel staff and these complaints are usually related to noisy equipment,
broken furniture, poor cooling or heating, and broken furniture (Leach, 2019). Front
office staff communicate about these complaints to maintenance staff and makes sure that
all the complaints are resolved on time.
 It in case of any special arrangements, asked by guests during their stay is communicated
to front office staff who convey it to housekeeping department and make sure that these
arrangements must be executed on time. It also helps security department by handling
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large sum of money and important assets of guests. It also plays a significant role to
assess hotels security personnel for carrying out activities in an effective manner.
P5. Significant roles of front office
Front office department performs various activities in every organisation such as greeting
guests, solving their queries, providing them information, and so on (Ng, Sweeney, and Plewa,
2019). In Ritz hotel, all such activities are conducted by several employees as it operates on large
scale. In this hotel, the key workers of front office department are manger, telephone operator,
receptionist and cashier and all performs different roles which is explained as follows-
Manager- For managing and monitoring all activities of Ritz hotel, the manager
performs various roles such as analysing work that is performed by other workers of this hotel
and to manage reception area properly so customers queries must solved.
Receptionist- The basic role of receptionist is to greet and welcome visitors and forming
healthy communication with them. Another role played by receptionist is to provide customers
necessary information about all the services provided by Ritz Hotel.
Cashier- In front desk department of Ritz Hotel, cashier plays an important role in
collecting cash from visitors and in providing them information about facilities that may charge
extra amount of cash.
Telephone Operator- Telephone operator of Ritz Hotel plays a vital role in handling
calls that are made by customers regarding any kind of complaint and query. Telephone operator
is responsible for listening appropriately to customers and than provide them proper solution
towards any kind of problem.
M2. Analysation on how front office department meet business objectives
Front office department by solving various queries of customers and hotel staff of Ritz
Hotel helps in attaining goals and objectives of an organisation. All the employees of front office
of this 5 star property works together in achieving overall aims and business objectives.
Receptionist by greeting and communicating with customers creates good impression in
customer's mind about this hotel (Smale, 2019). Similarly, telephone operator helps in solving
customer queries which satisfy customers to a large extent. The basic goal of front office
department is customer satisfaction which is most important to enhance hotel's brand image,
profitability, and in achieving its overall objectives.
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TASK 3
P6. Key roles of housekeeping department
Ritz Hotel is a well known brand of London and the reason behind its success is its
employees of various departments (Weima and Hyndman, 2019). Housekeeping department is
equally important in Ritz hotel for providing quality services to clients time to time. Some key
roles of employees of housekeeping department are-
Manager- Manger of this department in Ritz hotel is responsible for analysing and monitoring
all the activities of housekeeping department and to ensure that visitors are satisfied with hotel
services.
Laundry Executive- Laundry executive is that person of Ritz hotel who is responsible for
handling bedsheets washing, towels, pillow covers, etc. and to ensure that proper laundry
facilities are provided to visitors.
Cleaner- Cleaner is responsible to make sure that all the rooms are cleaned and to ensure that
maintenance services are provided to clients whenever required. It is very important to make sure
that hotel area should be clean as it can affect the hotel image.
P7.Importance of Forecasting linen stock
It is necessary for an hospitality industry to timely forecast its linen stock and other guest
supplies to keep a balance between demand and supply. It helps an accommodation organisation
or hotel to maintain sufficient amount of inventory to meet the future demands. Forecasting or
estimation of linen stock helps in keeping a co-ordination between different activities and ensure
a uninterrupted functioning of organisation (Shay, 2019). Other importance of Forecasting linen
stock for Ritz hotel are provided below:
 Forecasting lien stock provides information about adequate amount of stock which
should be kept by Ritz to meet the future demand thus, reduce the cost of keeping high
inventory trough reducing labour costs and storage costs.
 Safeguards Ritz hotel from risk of shortage of inventory through forecasting and
providing an estimation about future demand thus,ensures interrupted and timely supply
of resources and stock and prevent condition of inventory stock outs.
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 Proper supply of an item and guest supplies increase customer satisfaction as they get
everything on time which they wants and it also ensure timely fulfilment customers
orders which improves organisation's image in market(Stephenson, 2019).
 Proper management and forecasting of linen stock also reduce chances of product
obsolescence as most of the stock of hotel industry is of perishable nature, thus it reduce
wastage of resources and also reduce cost of operation.
P8. Importance of interrelationship between housekeeping and other departments
In Ritz Hotel, all the accommodation service departments plays an important role in its
smooth running. For smooth functioning of a business, all the department must work in an
appropriate manner. The importance of interrelationship between housekeeping and other
department can be seen as follows-
 Housekeeping department helps in informing front office regarding any kind of
circumstances that can create any kind of inconvenience to hotel guests. Similarly front
office communicates to housekeeping departments about instant service demanded by
customers.
 Housekeeping department makes sure that while cleaning rooms of visitors, if it finds any
kind of guest asset than it should return it to security department. So its very important
that both these department forms a proper coordination in order to achieve organisational
objectives.
 Housekeeping department helps maintenance department by informing them regarding
any kind of maintenance requires in any guest's room such as broken furniture, non-
working AC, and so on.
M3. Evaluation of relationship between housekeeping department and other departments
Housekeeping department along with other accommodation department can provide
quality services to customers which enhance brand image of a particular hotel industry (Mathur,
2019). Front office department helps in solving any kind of problem and queries faced by an
organisation. If any kind of problem related to cleaning of a room occurs, than front office can
communicate the same with housekeeping department and solves that problem on prompt basis.
Similarly, if any problem arises regarding maintenance than it should be informed to
maintainable department. Its very important to maintain coordination among these departments
in order to provide quality sand prompt services to customers.
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TASK 4
P9.Importance of scheduling maintenance
Ritz is an Luxurious hotel of London thus, it is necessary for them to maintain good
conditions of their hotels rooms and other areas of hotel premises to provide world class facility
to its customers. Proper scheduling and planing of this repair and maintenance work is essential
to reduce or minimize the amount of disruption for customers and it also improve the image of
hotel (Katsoni, 2019). If timely repair and maintenance is carried out by organisation, it will
provide better satisfaction to consumer through reducing chances of malfunctioning of electronic
equipments like air conditions, etc. and also ensure better services and upgraded facility. If
preventive actions and maintenance is not taken by hotels, it can hinder its performance and
reduce its service level which creates a negative impact in minds of customers thus, can result as
reduction in sales and number of clients.
Scheduling of routine and preventive maintenance ensures safe environment within
organisation and provide a structured plan for cost effective maintenance expenditure. Routine
inspections of equipments and infrastructure like furniture and other assets reduce component
failure and incidental damage thus, provide better interrupted services and facility to customers
reduce the their distribution level so that customer can enjoy their personal space inside hotel
premises.
P10.Importance of security
It is quite necessary for all the accommodation industries and hotels to keep a check on
its security level as it is the first and foremost responsibility of any organisation to provide a safe
and sound atmosphere to its customers and also for its employees and workforce. Security is not
only related with physical safety but it also includes proper guard and control over security of
personal data and information of customers (Zhang, Bufquin, and Lu, 2019). It also includes
safety of luggage, overall security of building, proper check on in-house guest and other visitors
and keeping hotels premises safe from all kind of terrorist attack and threats. Proper measures of
security creates a better image of organisation thus, attracts more customers and also increase
profitability. If consumer feels safe and have faith on organisation that there personnel
information is not going to be leaked and they are safe from all kinds of frauds and miss-
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happening, they will develop feeling of trust towards hotel which is very useful for an hotel
industry to maintain its client for a longer period of time.
Ritz hotel is also very focused towards safety of its customer and employees. It is having
proper camera and other security equipments to keep a check on ever activity going on within the
organisation and this helps in reducing theft of luggage and also reduce chances of misbehaviour
with customers through any staff (Hall, Razak, and Prayag, 2019). Proper checks and control are
maintain on assess of personal data of customers to safeguard its customers from any kind of
fraud. All these activities has created a good image of Ritz in minds of customers thus, it
maintain a healthier and long lasting relation with its customers which ensures its future growth
and success.
M4.Role of maintenance
Maintenances plays a vital role in an accommodation services in providing satisfaction
to its customers. Timely maintenances and repair ensures uninterrupted functioning of all
electronic items and ensures better conditions of rooms, furniture and other assets which provide
maximum satisfaction to customers and guests (Lindsay and Ansari, 2019). Proper maintenance
and repair also safe guard customer from sudden accidents as it ensure good condition of all
machines,furniture, assets and resources provided to customers thus, reduce chances of any kind
of misshapen hence, provide a much safe and sound atmosphere to customers which will
improve their satisfaction level.
CONCLUSION
From the above speech, it has been concluded that for all hotel industries, it is very vital
to focus focus upon managing all services of accommodation that are delivered to them. For
enhancing experience of customers, it is significant for hotels to concentrate upon functions of
front desk that is needed to be performed in an appropriate manner to enhance company's good
image. Moreover, security of workers and visitors is also needed to be taken into consideration
as a vital element as it helps an enterprise to enhance its work quality, profitability and
productivity. Adequate cleanliness and maintenance can add value to an organisation for
improving its performance as both elements helps in attaining long term objectives.
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