Managing Accommodation Services

This document provides an analysis of managing accommodation services in the hospitality industry. It covers the role of front office, housekeeping department, and facilities and securities. It also discusses the importance of maintenance and security in ensuring guest satisfaction. Additionally, it explores the interrelationships between housekeeping and other departments in a hotel.

Managing
Accommodation
Services

Table of Contents
INTRODUCTION...........................................................................................................................1
TASK 1............................................................................................................................................1
P1: Covered in PPT......................................................................................................................1
P2: Covered in PPT......................................................................................................................1
P3: Covered in PPT......................................................................................................................1
TASK 2............................................................................................................................................1
P4: Covered in PPT......................................................................................................................1
P5: Covered in PPT......................................................................................................................1
TASK 3............................................................................................................................................1
P6: Key roles found in housekeeping department.......................................................................1
P7: Importance of forecasting stock............................................................................................2
P8: Importance of interrelationships between housekeeping and other departments..................3
TASK 4............................................................................................................................................4
P9: Examination of importance of maintenance or repair work..................................................4
P10: Importance of security in an organisation...........................................................................5
CONCLUSION................................................................................................................................6
REFERENCES................................................................................................................................7

INTRODUCTION
Accommodation services refer to those facilities which are provided to guests, clients and
customers by charging a specific fees (Abdullah, 2016). Hospitality industry provides lodging to
guests in the form of resorts, hotels etc. It contributes in growth of economy of a country by
boosting tourism. They can be provided in different categories like budget, mid-range and luxury
according to the budget of the customer. For this project, Rosewood London has been selected
which is a five star hotel located in London, United Kingdom. In this report, a detailed analysis
will be made on type of accommodation services available, role of front office in management of
hotels, contribution of housekeeping department in providing services and the role of facilities
and securities.
TASK 1
P1: Covered in PPT
P2: Covered in PPT
P3: Covered in PPT
TASK 2
P4: Covered in PPT
P5: Covered in PPT
TASK 3
P6: Key roles found in housekeeping department
Roles and responsibilities of housekeeping department in a hotel are essential to ensure
best services to guest (Bell, 2017). The roles and responsibilities of housekeeping department of
Rosewood London are-
 Management of HR concerns- The housekeeping department of Rosewood London
manages the HR concerns of its employees. Recruitment, selection and training of
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workers in housekeeping department has to be managed so that efficiency is maintained
in operations.
 Budgeting- The housekeeping department in Rosewood London prepares a budget so
that it can control its expenditures. It is needed so as to ensure that expenses are well-
within the limit.
 Guestroom cleaning- Guestroom cleaning is the most important role of housekeeping
department in Rosewood London. It has to manage the requests of guests for cleaning the
room and ensure efficiency in services.
 Using environment friendly procedures- Housekeeping department of Rosewood
London uses environment-friendly procedures in its services so that they don't harm the
ecology. It ensures optimum usage of resources.
 Tidiness of rooms of guests- Housekeeping department of Rosewood London ensures
that rooms of clients are kept neat and tidy. Everything must be in order so that it can
please the guests.
Difference between In-house housekeeping and Contracted housekeeping
Basis In-house housekeeping Contracted housekeeping
Management of operations Its management is handled by
hotel's employees itself.
Its management is handled by
an external agency.
Cost It results in savings of cost. It is comparatively costly.
Supervision Management of hotel can
supervise it.
Only external agency can
supervise it.
P7: Importance of forecasting stock
It is important for housekeeping department to forecast the required stock levels so that
replacements can be ensured if necessary (Koens, Postma and Papp, 2018). Rosewood London's
housekeeping manages it in the following manner-
Management of linens- Forecasting of stock of linens can be done by maintaining a
record of usage by the guests. Rosewood London's housekeeping department maintains an
additional stock of linen which helps in providing them whenever required by customers.
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Management of uniforms- Forecasting of stock of uniforms worn by the staff of
housekeeping department has to be done to ensure that there is no shortage. Rosewood London's
housekeeping department keeps a ready stock of uniforms of its staff.
Management of guest loan items- Guest loan items like hair dryer, irons etc. are
maintained by housekeeping department of Rosewood London. It ensures that track of stock of
these items is maintained.
Management of equipments- Equipments used by guests need to be maintained by
housekeeping department of Rosewood London. It forecasts their stock levels and usage pattern
of guests.
Management of guest supplies- Guest supplies in the room have to be maintained by
housekeeping department of Rosewood London. Regular forecasting of inventory of guest
supplies is done. It is to ensure that guests do not face any kind of issues.
In addition to management of all these items a par stock has to maintained by
housekeeping department. This is the inventory level which has to be present at all the times in
the hotel so that items can be made available to guests on demand.
Difference between consumable and non-consumable items-
Basis Consumable items Non-consumable items
Durability These items are not durable in
nature as they perish very fast.
These items are durable as
they do not perish.
Cost These items are cheaper. These items are costlier in
nature.
P8: Importance of interrelationships between housekeeping and other departments
Housekeeping department shares interrelationships with other departments of the hotel.
Rosewood London's housekeeping cooperates and coordinates with other segments of hotel in
the following manner-
Coordination with Front office- In Rosewood London, if guests face problems they
communicate the same to the front office (Lirio, 2017). The front office forwards it to
housekeeping department which ensures that guests' issues are resolved.
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Coordination with Food and Beverage- Housekeeping department of Rosewood
London has to coordinate with Food and Beverage department to ensure fulfilment of their
timely supplies required by them to operate their services.
Coordination with Conference and Events- Whenever conferences and events are
organised in Rosewood London housekeeping department coordinates by providing essential
items which may be required in organising them. This ensures that conferences and events are
conducted smoothly.
Co-ordination with Maintenance- In Rosewood London, housekeeping department
maintains a close contact with maintenance department to ensure that the furniture, electrical
goods are in order. If they need repairing then it communicates the same to maintenance
(Rootzén and Johnsson, 2017).
Co-ordination with Stores- Housekeeping department of Rosewood London ensures co-
ordination with stores so that day-to-day items it requires are readily available to them.
Co-ordination with Laundry- In Rosewood London, housekeeping department
coordinates with laundry so that dirty linens, uniforms and clothes of guests are washed. Also
clean linens are required by housekeeping and it is the duty of laundry to supply the same to
them regularly. It is needed to enhance the quality of services served.
TASK 4
P9: Examination of importance of maintenance or repair work
Maintenance work is necessary in a hotel if there is problem in rooms of guests. The
types of maintenance carried out in Rosewood London are as follows-
 Routine- This is the regular maintenance work which is carried out in hotels. This is
done in Rosewood London due to day-to-day issues which guests face during their stay
(Russon, Smith and Adams, 2016). Tasks are allocated to the maintenance department
and work is done accordingly.
 Preventative- This type of maintenance is carried out for prevention in Rosewood
London i.e. so as to prevent any issues happening to clients. In it, equipments in rooms of
guests, supplies are checked and repairing is done if required.
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 Scheduled- This is a type of maintenance which is scheduled by the guests due to
problems faced by them. The team of maintenance department of Rosewood London
finds out faults and repairs them as soon as possible to avoid inconvenience to guests.
Cost implications- All types of maintenance whether routine, preventative or scheduled
have implications on the cost of the hotel. In Rosewood London, a detailed budget is prepared
separately for maintenance department and they have to manage their expenses within it.
Room refurbishments- Refurbishment of room is carried out after a guest has left the
hotel. It is to ensure that supplies, equipments of the room are in proper order so that the client
which will come does not face disruptions due to non-working of services (Warren, Becken and
Coghlan, 2017). Thus, it is important to schedule maintenance and refurbishment from time-to-
time. In Rosewood London these activities are carried out regularly.
Computerised maintenance system- With the advent of new technology, maintenance
requests of guests can be assembled in a software. It can help in proper allocation of work and
tracking of complaints. In Rosewood London, guests finding faults in services communicate the
same to maintenance department which maintains computerised record of complaints. This
ensures timely disposal of problems.
Role of facilities managers- Facilities manager of hotel ensures that customers do not
have to face problems while using facilities provided to them. Rosewood London has set
functions which its facilities manager has to follow.
Role of maintenance engineers- Maintenance engineers of hotel ensure that regular
audits and maintenance of systems is carried out. Rosewood Hotel's maintenance engineers
ensure that efficiency is maintained in operations.
P10: Importance of security in an organisation
Security of guests is of utmost importance in an organisation. In the context of Rosewood
London it is ensured as follows-
Role and functions-
Security managers- They have a role of ensuring supervision of the entire security
network of the hotel (Wieland and et.al., 2016). In Rosewood London they ensure that there are
no lapses in safety of guests.
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Security guards- Security guards of a hotel need to be alert and keep a tight vigil on who
is entering and leaving the hotel. Rosewood London has trained security guards who maintain a
computerised record of visitors entering the premises.
Security features in hotels-
 Key-card access- It is used in hotels to ensure that only the designated guest or
housekeeping staff of hotel can enter the room. In Rosewood London, it is used as a
safety measure for clients.
 After-hours access- It is allowed in exceptional circumstances in hotels. Rosewood
London's security features tightly regulate it.
 Risk assessment- Risk assessment to fight against natural calamities is required in hotels.
Regular audits and mock drills are carried out in Rosewood London to ensure the same.
 Alarms- Alarms are used in hotels so as to warn against theft, fire etc. Rosewood London
has an alarm system in place.
 Camera systems- Camera systems like CCTV are maintained in hotels. Rosewood
London has CCTV cameras to supervise the activities in the entire hotel.
 Health and safety and fire procedures- Health and safety and fire procedures have to
be followed in the hotel. Rosewood London has set certain standards which have to be
followed. This is to ensure safety and security of clients in case of an emergency.
CONCLUSION
From the above assignment, it can be concluded that accommodation services aim to
provide satisfaction to clients for the charges paid by them for stay. Various types of hotels
provide a range of services according to the budget of the client. Also, the working of hotels,
organisation structure of front office, coordination between different departments of hotel has
been analysed. The importance of maintenance and security systems in ensuring satisfaction of
guests and safety procedures adopted in hotels have been covered.
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REFERENCES
Books and Journals:
Abdullah, W. J., 2016. Managing minorities in competitive authoritarian states: multiracialism
and the hijab issue in Singapore. Indonesia and the Malay World. 44(129). pp.211-228.
Bell, L., 2017. Managing to survive in secondary school physical education. In Physical
education, sport and schooling(pp. 95-115). Routledge.
Koens, K., Postma, A. and Papp, B., 2018. Is overtourism overused? Understanding the impact
of tourism in a city context. Sustainability. 10(12). p.4384.
Lirio, P., 2017. Global boundary work tactics: managing work and family transitions in a 24–7
global context. Community, Work & Family. 20(1). pp.72-91.
Rootzén, J. and Johnsson, F., 2017. Managing the costs of CO2 abatement in the cement
industry. Climate Policy. 17(6). pp.781-800.
Russon, A. E., Smith, J. J. and Adams, L., 2016. Managing human–orangutan relationships in
rehabilitation. In Ethnoprimatology. (pp. 233-258). Springer, Cham.
Warren, C., Becken, S. and Coghlan, A., 2017. Using persuasive communication to co-create
behavioural change–engaging with guests to save resources at tourist accommodation
facilities. Journal of Sustainable Tourism. 25(7). pp.935-954.
Wieland, R. and et.al., 2016. Debunking trickle-down ecosystem services: the fallacy of
omnipotent, homogeneous beneficiaries. Ecological Economics. 121. pp.175-180.
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