Managing Accommodation Services in the Hospitality Industry

This report discusses the management of accommodation services in the hospitality industry, focusing on the scale and size of services, different forms of ownership, and the role of grading and online review sites in attracting customers. It also explores the key roles within the front office and housekeeping departments, as well as the importance of forecasting linen stock and other guest supplies to meet demand. Additionally, it highlights the significance of scheduling maintenance or repair work and ensuring security in accommodation services.

MANAGING
ACCOMMODATION
SERVICES

TABLE OF CONTENT
INTRODUCTION...........................................................................................................................1
LO1..................................................................................................................................................1
P1 Scale and Size of accommodation services within hospitality industry.................................1
P2 Different form of ownership available to accommodation services.......................................2
P3 Role that grading, classification systems and online review sites play in attracting
customers.....................................................................................................................................3
LO 2.................................................................................................................................................3
P 4 Front Office Functions...........................................................................................................3
P 5 Key Roles Within Front Office Department..........................................................................5
LO 3.................................................................................................................................................6
P 6 Key Roles Found Within Housekeeping Department...........................................................6
P 7 Importance Of Forecasting Linen Stock And Other Guest Supplies To Ensure Sufficient
Supply To Meet Demand.............................................................................................................6
P 8 Importance Of Interrelationships Between Housekeeping And Other Key Departments.....7
LO 4.................................................................................................................................................8
P 9 Importance of Scheduling Maintenance or Repair Work To Minimize Disruption To
Guests...........................................................................................................................................8
P 10 Importance of Security........................................................................................................8
CONCLUSION................................................................................................................................9
REFERENCES..............................................................................................................................10

INTRODUCTION
Hospitality industry is broad part of service industry and provide services such as lodging
food and drink to satisfied needs of customers. It helps in utilizing leisure time and disposable
income in effective manner by providing luxury, comfort, pleasure and enjoyment. In this report
management accommodation services of Rosewood London which is situated in UK is described
that helps in gaining competitive market position. Rosewood London is a luxury 5 star hotels in
London, England. It covers scale and size, forms of ownership of accommodation services found
within hospitality industry. It also explains about roles, grading, classification system and online
sites play when guest look and book accommodation. Report describes various roles played by
front office and house keeping department in the company in achievement of company mission
and vision. It also explains interrelationship between housekeeping and other key department in
order to provide quality accommodation services. At last this report explains role maintenance
plays within accommodation services in ensuring overall guest satisfaction.
LO1
P1 Scale and Size of accommodation services within hospitality industry
Hospitality industry provides services by effectively utilizing leisure time and disposable
income of customers in order to satisfy needs of customers beyond their expectancy.
Accommodation is crucial part in hospitality industry as it provide temporary shelter to people to
utilize their leisure time and money effectively. World class amenities and infrastructure of
Rosewood London helps in attracting large number of customers. Different types of
accommodation services in Hospitality industry such as Motels, hotels, homestay, holiday homes
and luxury lodges. Motels accommodation are suitable for high budget traveller as it has one or
two bedroom units and sometimes have cooking facilities and television. On the other hand
Luxury lodge are extremely accommodating as it is unique properties provide Spa treatment,
privates golf pleasure to traveller thus unforgettable experience. Whereas hotel provide shared
bedroom and facilities, no free toiletries, free Wi-Fi and establish at good location (Ayuso,
Fullana and Montcada, 2017). Rosewood London hotel has stylish room with contemporary
décor, Flat screen TV, iPod duck, Free Wi-Fi plus Espresso coffee machines. Fast-food and full-
service restaurant offered commercial services as they are food and beverage are offered to
customers for earning profit. Whereas non-commercial means is primary goals in not to provide
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services to earn profit but it to support main goals of the company such as Free Wi-Fi. Objectives
of Rosewood London is to provide quality services to its customers and build strong relationship
with guest and communities to satisfy their needs beyond their expectancy. It is renowned for
one of the unique properties that offer world-class services to customers, 24 hours in room
dinning, Free Wi-Fi, valet parking and twice daily housekeeping facilities, concierge services
(Davies, 2019). Hospitality industry is 4 largest employers and contribute to double that of
economy as whole that is 5.9%. Various level of services in hotel industry are:
Luxury services: It includes such hotel that provide world-class services and luxury
accommodation and target customers are business executive and celebrities.
Mid range service: It offers modest but sufficient services and cater need of large segment of
travelling public.
Budget or limited services: In it Hotel emphases on providing comfortable, clean and
inexpensive room to satisfy needs of budget minded travellers (Sakhno and et.al., 2020).
Types of facilities found within each are:
Restaurant: Conference room, Outdoor barbecue area and self-catering kitchen or lounge.
Valet: Some hotels offer facilities of valet parking that means a person will park car for
customer.
P2 Different form of ownership available to accommodation services
There are different types of ownership available to accommodation services such as
independent and chain are two basis kinds of hotel.
Independent owned properties: The hotels that independently owned and operates its function
thus have limited market share. They have large number of employees and multifaceted range of
accommodation, food and beverages. For example: Private owned hotels are owned of the by
individual thus it has autonomy in management decision. Managed hotel is another examples as
is that owner hire management company due to lack of experience in hospitality industry.
Chain hotels management: It includes group of hotel owned and operated by single individual
and it has unique management and located in different areas. For example: Franchises in it
individual can use name, logo and management protocol by paying fee to regional or national
chain (Ye, Xiao and Zhou, 2019).
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P3 Role that grading, classification systems and online review sites play in attracting customers
Classification system: Customers classified hotels on the basis of types and range of
accommodation offered and then categories on the basis of particular criteria. Motels, Guest-
house, hostels and self-catering, flats, luxury lodges and homestay are some basis of
classification of accommodation services.
Grading: Customers grade hotels as per the experience and accommodation facilities of hotel
through symbol or rating such as 4-5 stars hotel offer luxury services to its customers.
Impact of online sites on accommodation services
Online sites impact adversely on accommodation services now-a-day customers after
deciding a particular location look for online reviews of Hotels in the area they planned to travel.
Due to digitalization, most people use online sites such as Trip Advisor in deciding hotel to look
and book hotels as they provide crucial information about various hotels (Wood, 2017). Such
sites compare between various hotels on the basis of price, accommodation and facilities offered
by each of them. Mostly people trust on such review and make choice to book hotel so the hotel
that have excellent accommodation services have large number of quality review. Thus, it can be
state that online sites impact on accommodation services of hotels as they have to innovate and
build well-equipped infrastructure and accommodation to gain competitive advantages.
Roles played by classification, grading and review sites
Classification, grading and review sites plays an important role in influencing customers
to book or choose a particular hotel. As by classification they are able to choose hotel as per their
needs such as if they require luxury accommodation is their preference they will prefer luxury
lodge that is 5 star graded (Nadeau and Hieneman, 2018). Online review sites helps in selecting
best among various hotel on the basis of price, accommodation and facilities provided by each of
them.
LO 2
P 4 Front Office Functions
The first interaction of guests or visitors is at front office or reception at business place.
Front office staff makes sure that customers are not having troubles in stay they are having in
hotel. Guiding and making customers comfortable is the work of the front office. Front office
includes reservations, reception, guest services, concierge and night audit. The function of front
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office is to make sure that the customers are not having any problem with their stay and all the
doubts customers have are being solved by the front office. There has to reception so that the
customers can inquire anything they wish to so that they have a clarity. Front office is connected
to all the departments in hotel industry and it is very important for the front office to have control
so that they can make the guests complain minimize. Rooms booked for guests before they even
come which is the functioning of the front office.
This department has to make sure that the housekeeping in hotel have prepared the rooms
before the guests arrive. Communication in hotel is a very important factor which the front office
has to manage so that there is a better functioning of the organization (Liu, Ko and Chapleo,
2017). Night Auditor is responsible for presenting report to management of Rosewood London
so that the management is also updated about the changes and decisions of the management is
getting in any changes and if there is better functioning in organization. Check in and check out
the function of front office so that the hotel knows how many people are staying in the hotel and
they will be able to maintain their standards in market and satisfaction of customers is a very
important factor. Front office also responsible for the safety and security of customers since they
entire the hotel and till they do not check out of hotel.
Illustration 1: Operational Structure of Front Office
(Source: Front Office Management – Structure, 2020)
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P 5 Key Roles Within Front Office Department
In front office there are night audit managers, reservation manager, reception manager,
guest service manager, front office manager and head concierge. They all have different roles in
making the front office work as one which are as follows.
 Front office manager
Front office manager has to train the staff and have a friendly face on the front desk so
that the guests can feel comfortable. Staff schedules are made by manager of front office and
deal with the guests so that they can find out the guests expectations front hotel (Manyika, 2017).
Managing and motivating the staff is done by these managers so that the best services can reach
out to guests.
 Night audit manager
All the guests related requests are solved by the night audit in hotel which are guests
inquires, welcoming guests, assisting them to rooms and help them check in and check out, etc.
Makes everything about Rosewood look excellent so that they can make a good impression on
guests which is a very important factor for them.
 Head concierge
There are a lot of inquires which are required by the guests and there have to be
professionals by the hotel to solve them so that there is a better satisfaction level of customers.
Impressions on guests are made by the head concierge so that the customers have a better
understanding and comfort level with Rosewood and they would like to travel again with this
hotel change.
 Reception manager
These are the first people who the guests interact with and they set the first impression
about the hotel on guests therefore having manners and following the rules and regulations is a
very important factor for them. Arrival and departure of guests are handle by Rosewood hotel's
reception manager and also the issues are solved by them in professional manner.
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LO 3
P 6 Key Roles Found Within Housekeeping Department
Housekeeping department has to make sure that there is smooth functioning in
organization and comfort level of customers are being met from time to time so that they can get
maximum positive outcome. Rosewood is having the best of housekeeping team because there is
a housekeeping manager who is distributing work between all the members equally and it is fair
(Cenni and Goethals, 2017). For having work done for 262 rooms it is very important for
manager of housekeeping to make team work as one and motivate all of them so that work can
be finished on time. Proper training is provided to the employees of housekeeping by the
managers of the department so that they know what is expected out of the employees from the
hotel's side.
Being a five star hotel it is very important that they are providing the customers with the
best environment and there is proper cleanliness in the entire hotel. Housekeeping makes sure
that they are providing them with that and they are also providing extra facilities to customers so
from door service, laundry, renovation, interior design, etc. There is a maintenance of the
uniforms which the employees of rosewood are wearing so that they can impress the customers
and the customers can have a better look out for the hotel. Rosewood is always trying to impress
the customers so that they can attract more customers and make them travel with them more
often. Housekeeping has top set the rooms and clean them before another guests arrive in hotel
so that the guests do not have to wait and they can continue having a good standard for
themselves overall (Wirtz and Lovelock, 2016). Schedules are made by the managers so that the
working in the hotel can take place faster and in systematic manner which will make the
standards and objectives of Rosewood be met. Motivating employees is a very important factor
for them so that they can have a better workforce in hotel because they are reason which will
help Rosewood have a better satisfaction level of guests.
P 7 Importance Of Forecasting Linen Stock And Other Guest Supplies To Ensure Sufficient
Supply To Meet Demand
It is very important for Rosewood hotel to have a stock of linen but not too much
therefore it is very important to have a check on the stores always so that there is no unnecessary
spending (Xie and Mao, 2017). This is a way through which the department can save on cost and
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invest that budget in other factors which will make the department have more convenience and
reduce their work force. There is a lot of pressure on housekeeping therefore it is very essential
for them to find ways through which they can work more effectively and have right measures for
themselves to improve so that they can have a better functioning for themselves (Ionel, 2016).
Rosewood hotel is very careful while putting their investment in places they actually
need so that there is a better functioning of organization which is going to be very helpful. There
have to be equipments which are supposed to be present in clean up in hotel and they have to be
maintained so that housekeeping is being able to do their work successfully in the hotel. To get
the best results they have to make sure that they use the best and most effective steps so that they
can have better functioning for themselves.
P 8 Importance Of Interrelationships Between Housekeeping And Other Key Departments
Relationship between housekeeping and other department is very important for the better
functioning of Rosewood so that they can achieve their objectives and aims from time to time.
 Housekeeping and Front office
Lot of the guests request extra privileges from the front office which can be fulfilled by
the housekeeping department of Rosewood London therefore having a communication between
the two departments are very important (Tidd and Bessant, 2018).
 Housekeeping and Food and Beverage
The relationship between the two is only regarding providing the linen and uniform
clothes so that there is a maintenance of standards of Rosewood London. With housekeeping
food and beverages will not be able to present there services to customers therefore it is very
important for food and beverages to share a good relationship between the two.
 Housekeeping and events/ conference
Events and conferences can not take place appropriately till the housekeeping department
does not provide the clean environment and the linens and uniforms which are required for
employees of the hotel so that there is a better standard for the employees in front of the
customers (Medlik, 2016).
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LO 4
P 9 Importance of Scheduling Maintenance or Repair Work To Minimize Disruption To Guests
Housekeeping and front office have to work together for this factor because there are a
lot of changes which have to be made in hotel from time to time according to the expectations of
the guests which are coming in hotel. Interiors can be repaired when there is an off-season in
hotel so that they do not disturb the guests (Bakker and Twining-Ward, 2018). There have to be
proper measures which have to be taken so that the customers are not disturbed at all. Repairing
can take place in winters which is from November to February because there are very fewer
guests in hotel since no one travels in that time of the year. It is important for the hotel to get the
changes in the hotel so that they can make the most from that factor and make the customers
more attracted to the properties of Rosewood London. When the guests are disturbed then they
do not feel like travelling to that property again and they want to feel comfortable which
repairing will not be able to provide them with therefore it is the best measure that when they are
not having enough guests that time repairing can take place.
P 10 Importance of Security
Customers come to Rosewood because they are provided with safe environment and
healthy environment which makes the guests carefree and the hotel gets a better name for
themselves. This factor will make the customers want to come again and again in the hotel which
is very good factor for them (Mecham, 2019). There are cameras, alarms and other measures
which are being taken for the safety purpose of the customers therefore there are a lot of loyal
customers which are coming in Rosewood. Rosewood does not have to do their promotions
because they are being able to provide the factors which are expected by the guests therefore
they are already having loyal customers coming in which is making the hotel give a good income
generation. Even the healthy, safety and fire procedures are told to the guests so that in
emergency they are aware of what has to be done and the guests will get the proper guidance.
Rosewood London keeps a check on all the guests and the workers if they are coming in and out
with something they should not be coming with so that security is not compromised for the
guests. Over years of experience and knowledge Rosewood uses the best of security measures so
that the customers do not leave the hotel with any factor which they did not like and they can
survive in market (Dolnicar, 2019).
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CONCLUSION
From the above report it can be concluded that managing accommodation services is
essential part of hospitality industry as effective accommodation and well-equipped
infrastructure attract large number of customers. There are different forms of ownership to
accommodation services such as independent owned properties and chain management. It can
also be concluded that grading, classification system and online review sites play important role
in choosing hotel. Front office and housekeeping department play important role in providing
qualitative services to its customers. It can also be stated that strong interrelationship between
housekeeping and other departments helps Rosewood London to provide quality provision and
services. Forecasting linen stock and other guest supplies are important to ensure sufficient
supply to meet demand. At last, it can be concluded that maintenance with accommodation play
important in ensuring overall guest satisfaction.
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Online
Front Office Management– Structure. 2020. [Online]. Available Through:
<https://www.tutorialspoint.com/front_office_management/front_office_management
_structure.htm>.
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