Managing Accommodation Services

This presentation provides an overview of managing accommodation services in the hospitality industry. It covers topics such as different types of accommodation providers, serviced and non-serviced businesses, business purposes and objectives, ownership and affiliation, front office operational structure, and more. The presentation also discusses the impact of online reviews on accommodation services and the role of front office in the overall operational structure. It is a valuable resource for anyone interested in understanding the management of accommodation services in the hospitality industry.

Managing
Accommodation Services

TABLE OF CONENTS
 INTRODUCTION
 DIFFERENT TYPES OF ACCOMMODATION PROVIDERS
 SERVICED AND NON-SERVICED BUSINESSES
 BUSINESS PURPOSES, OBJECTIVES AND SUPPLY OF PRODUCTS AND SERVICES
 OWNERSHIP AND AFFILIATION
 FRONT OFFICE OPERATIONAL STRUCTURE
 SKILLS AND COMPETENCIES REQUIRED
 CONCLUSION
 REFERENCES

INTRODUCTION
 Octopus Investments Limited operates as an investment firm. The Company invests in
finance, renewable energy, and healthcare sectors.
 Octopus Investments serves customers in the United Kingdom.
 Being an consultant at Octopus Investment Limited, a detailed analysis is carried out
about UK accommodation industry.

INTRODUCTION TO HOSPITALITY
INDUSTRY
 Hospitality industry is a part of service industry that includes lodging, food, events and
tourism service etc.
 The main goal of hospitality industry is to provide customer satisfaction and specific
experience for them.
 Accommodation is one of the sector within hospitality industry which includes hotels,
motels, hostels, resorts, serviced apartments etc.
 The hospitality industry in UK has seen a unprecedented growth which may be because of
increase in foreign investments.

CONTRIBUTION OF ACCOMMODATION
SECTOR TO THE INDUSTRY AS A WHOLE
 Accommodation in define as providing room or space for staying facility.
 Accommodation is the type of the services in the hospitality industry in which looks at
providing room facility to the consumer in the market.
 This sector used to contribute very positively toward hospitality industry of the UK.
 In 2018, turnover of approximately £40b, 730,258 hotel rooms, revenues of hotel
businesses totaled around £19 billion and contributed £218b to UK economy.

DIFFERENT TYPES OF ACCOMMODATION
PROVIDERS
There are many types of accommodation providers in hospitality industry which are stated below.
 Hotels: It is best for tourism companies providing mid-range to high-end services. It is largest of all accommodation
types. It provides wide range of services.
 Bed and Breakfast (B&B): It is suitable for authentic tours with small group. It is a private home where guests can be
accommodated and breakfast is included in the price.
 Airbnb: It is an alternative tour that provides real experience of living. It is an online marketplace for arranging all the
accommodation services. It mainly runs on the basis of ratings.
 Hostels: It is best fit for budget travellers in which private and shared bedrooms are provided. Meals might be available
with additional charges.

SERVICED AND NON-SERVICED
BUSINESSES
Accommodation is split into two parts, that is, service and non-serviced.
 Serviced accommodation: This service is provided along with over night stay which includes
hotels, resorts, guest house etc. This type of service is provided where there is the facility of room
service. For example: The Hilton Hotel, which is an excellent hotel ideal for family vacation or
romantic holiday. It provide number of services which helps in enhancing customer experience.
 Non-serviced accommodation: This type of accommodation is best for those who wants to cater
their needs themselves. In this customers stay and cook and clean for themselves. For example: the
Haven hotel, it provides campsites which as classed as non-service where tourist has to so
everything by themselves. This is cheaper and service accommodation.

BUSINESS PURPOSES, OBJECTIVES AND SUPPLY
OF PRODUCTS AND SERVICES
Purpose: The main purpose of hospitality business is to achieve
higher profits and achieve success and stand at the top.
Objectives:
 To provide quality services to the customers.
 To enhance customer experience and make it memorable.
 To get positive feedback from the customers to achieve
success.

Cont..
The size and contribution to GDP
Hospitality industry is the Britain's largest employer by providing approx. 5 million jobs and its overall
contribution in UK's GDP is 2%.
Different business models
 Low cost business model: In this model, businesses offer lower cost services and products to attract customers. It is
mainly adopted to increase the demand and the market share. For example Castle Rock hostel, which uses the low cost
model by providing low price services which is mostly for attracting lower and middle class people.
 Informal accommodation method: This is the model which is used by Airbnb. It permits ordinary people to rent their
place as tourist accommodation. Airbnb's appeal which centres cost saving and more local experience. This model has
highly impacted the hotels.

Cont..
Scale and scope of accommodation services
 Scope: The scope of accommodation of services is very vast which includes hotels, tourism, cruise
voyage etc.
 Scale: The scale of accommodation services is very large. It provides services of different types
which includes luxury services, mid-range services, budgeted services.
Types of facilities provided
 Restaurants: Services provided are flexible operating hours, special cuisines, children's menu,
corporate culture, pool service, bars, mini bar in guest rooms etc.

Cont..
Staffing levels of different accommodation providers
 Hotels: Different staffing levels in hotels are divided into 3 different categories. First is
administrative level, guest handling service, support staff and safety and security
service..
 Hostels: It includes administration, room service and security.
 Resorts: It includes maintenance, room service, front office, administration, operating
level, kitchen staff etc.

OWNERSHIP AND AFFILIATION
 Independent hotel: it refers to the hotels that are independently owned and is likely to
operate in a single market. The advantage of it is that to have autonomy in management
decisions.
 Chain hotels: It is the part of series of a group of hotels operated by the same owner. It
is known as chain affiliated hotels.
 Management contracts: In this, hotel continues to be privately owned by the
management of it is taken over by contractor. It charges certain fee for managing the
hotel.

Cont..
Impact of online review on accommodation service
 Tourists are putting trust on the the online review sites like TripAdvisor while booking
accommodation.
 Tourists are relying on reviews rather then other marketing efforts.
 This has both positively and negatively impacted this services.
 If the review is good then it increases the tourists interest otherwise tourist looks at
other place.

Different forms of ownership

GRADING AND CLASSIFICATION
SYSTEMS
 1 Star: Hotel used to provide the limited range of amenities and service, but at the same
time used to adhere high faculty wise cleanliness.
 2 Star: Hotel who used to provide better facility such as attached bathroom and
telephone in all hotel.
 3 Star: Has more specious room and used to add high decoration in the same.
 4 star: They are larger in size and provide cuisine, room service and other amenities.
 5 star: offers most luxurious premises, widest range of guest services, as well as
swimming pool and sport and exercise facilities.

Cont..
Impact of grading and review sites on consumer's decision-making
 The role classification and rating and review sites have a direct impact on the
hospitality industry.
 If the ratings are provided to the hotel then consumers makes decision based on it.
 Consumers usually check on different sites to take a final decision.
 The grading system depicts the quality, experience, ambience etc.

On-line review sites
 The emergence of digital technology in hospitality industry has moved from the
traditional systems.
 Nowadays, implementation of latest technology is the base for attracting more tourists.
 Technologies On-line review sites this positively help company in building its brand,
improves the performance and overall profitability of the organization.

Cont..
IMPACT OF ON LINE REVIEW SITE
 It has positively impacted the accommodation services.
 Hotels have launched their website which can be used by the customers to make
booking, with the features of check-in, check-out features and providing smart key in the
digital form.
 It also provides virtual reality experience to guests through its site to create a memorable
experience.
 This helps in increasing satisfaction and loyalty.

ON-LINE REVIEW SITES

FRONT OFFICE OPERATIONAL STRUCTURE
Functional areas of front office
 Reservations: It is the most important functional area, where guests contacts the
hotel for making reservation of the desired accommodation or any other services.
 Reception: At the time of guest arrival, check in a form is required to be filled at
reception and It coordinates with other departments for meeting customer needs.
 Guest services: It includes providing valuable services to the guests and solving
the queries of the guest and working on in improving their experience.

Cont..
Role and responsibility of front office staff
 Front office manager: Managing and training the the front staff, ensuring that friendly and professional
services are provided to guests and arranging staff scheduling.
 Reservation manager: Handle room booking and other services, responsibility to improve the room
occupancy figures.
 Reception manager: To manage the staff and recruit the one if required and also responsible for motivating
the teams.
 Guest service manager: To ensure proper services are provided to the customers and taking their valuable
feedback.

FUNCTION OF THE FRONT OFFICE
 Generally front office in the food and beverage used to work as the face of the food and
beverage , preliminary by greeting food and beverage patrons and checking in the
guest.
 In hotel industry front office used to provide the services of reservation, registration,
room and rate assignment, guest services, room status.
 In the guest house front office used to provide assistance to guests during their stay,
completes their accommodation, food and beverage

Cont..
Importance of front office services
 It is the centre point of all interaction and communication.
 Guest informs front office about their needs and it communicates with relevant
department.
Interrelationship of front office with other departments
 Marketing and sales department: Both the departments relies on front office
to provide data about guests and other details on their visits. All these
information are valuable resources for marketing and sales.

CONCLUSION
 It can be summarized that hospitality industry is very wide and even the sectors within it.
 It has different types of accommodation service providers meeting with the different needs and which
requires different amount of investment.
 The key role played by front office in an organization which is important for a successful business.
 The importance of housekeeping department in providing effective accommodation services in
Marriott hotel and also the how scheduling has helped Marriott in dealing with reducing the
disruption to guest which can be caused because of sudden breakdown of machine or equipments.
 This has been very advantageous for Hotel Marriott in dealing with such uncertain events.

REFERENCES
 Accardo, A. L., Kuder, S. J. and Woodruff, J., 2019. Accommodations and support services preferred by
college students with autism spectrum disorder. Autism. 23(3). pp.574-583.
 Davis, B. and et.al., 2018. Food and beverage management. Routledge.
 Filimonau, V. and Delysia, A., 2019. Food waste management in hospitality operations: A critical
review. Tourism management. 71. pp.234-245.
 Al-Aomar, R. and Alshraideh, H., 2019. A service-oriented material management model with green
options. Journal of Cleaner Production. 236. p.117557.
 Ionel, M., 2016. Hospitality industry. Ovidius University Annals: Economic Sciences Series. 1(1). pp.187-191.