Managing Accommodation Services in the Hospitality Industry: A Case Study of Holiday Inn

This report discusses the hospitality industry and focuses on Holiday Inn as a case study. It covers various topics related to accommodation services, such as the scale and size of accommodation services, different forms of ownership, grading and classification systems, and the role of online review sites. The report also discusses the organization of front office functions within a variety of accommodation services and key roles within the front office department for Holiday Inn.

Managing
Accommodation
Services

Contents
INTRODUCTION...........................................................................................................................1
MAIN BODY...................................................................................................................................2
TASK 1............................................................................................................................................2
P1- Identification of scale and size of accommodation services found within the hospitality
industry........................................................................................................................................2
P2- Different forms of ownership available to accommodation services....................................3
P3- Discussion on the role that grading, classifications systems and online review sites play
when potential guests look for and book accommodation...........................................................4
TASK 2............................................................................................................................................5
P4- Explanation on organisation of front office functions within a variety of accommodation
services.........................................................................................................................................5
P5- Discussion on key roles within front office department for a selected organisation............6
TASK 3............................................................................................................................................7
P6 Review on key roles that are found within housekeeping department in a selected
organisation..................................................................................................................................7
P7- Importance of forecasting linen stock and other guest supplies to ensure sufficient supply
for meeting demand.....................................................................................................................7
P8- Importance of inter-relationships between housekeeping and other key departments within
selected organisation to provide quality provision and services..................................................8
TASK 4............................................................................................................................................8
P9- Importance of scheduling maintenance or repair work to minimise disruption to guests.....8
P10- Importance of security within a selected organisation........................................................8
CONCLUSION ...............................................................................................................................9
REFERENCES..............................................................................................................................10

INTRODUCTION
Hospitality industry is a wide concept and it plays the crucial in the business sector, it
was considered as a broad group of businesses that provide services to the customers. The main
focus of the hospitality industry is to provide the best comfort to the customers and provider best
facilities and services to their clients. This industry got divided into three main areas like;
accommodations, food and beverages and the most important on which the whole hospitality
industry based is the travel and tourism. There is another sectors on which hospitality industry
got worked which is entertainment and recreation. These days when people like to travel and
explore the sites of the world for that, they really need some peaceful place to stay, healthy meal,
some source of entertainment like sports and adventures and the most important safe and
comfortable journey. In this report, the hospitality sector will be discuss thoroughly, to
understand all the areas of it and to make it easier “Holiday Inn” company was chosen. This
hotel brand has more than 1200 building over the world and it is an Australian chain of hotels
which is based in Atlanta and it comes under the group of Inter Continental Hotel Groups
(Agyeiwaah, 2020). The headquarter of this group is in Denham, Buckinghamshire. It is one of
the largest hotel chain with almost 1,173 active hotels and around 214,000 rentable rooms. The
Holiday Inn provides that services which every business traveller need such as; comfortable
atmosphere where people do relax and take the experience of their amenities such as; restaurants,
room services, swimming pool, fitness centres and the open lounge where children do their fun
activities. There are various topics related to hospitality which got discussed like; different types
of accommodation services which are available in the hospitality industry along with that there
will be a discussion on forms of ownership, grading, classification systems. Further there are
some other topics which got covered like; role and functions of the office department of chosen
hotel company. There are many other relevant topics to hospitality like relationship between
housekeeping and other departments to provide the best services and the process to minimize the
disturbance to guest and in the last significance of security in Holiday Inn which is the chosen
industry for this report.

MAIN BODY
TASK 1
P1- Identification of scale and size of accommodation services found within the hospitality
industry
Before identify the size and scale of accommodation services it will be necessary to know
about the term accommodation. It cab be defined as the facilities which provides to the
customers in the hotel. Motel. Resort and the place where customer got rooms or which provides
the shelter to the traveller. In accommodation generally those services were available which are
the requirements of the traveller and which provides level of satisfaction to them. Services which
are available in Holiday Inn got classified into categories and these are discussing below;
 World's Foremost Service- These are the services which is not serve to any person
normally for that person should carry some different personality from others like some
political figures, celebrities who entertained and the business class people who hold
some special image in a market. Personality like them got the world class services from
the world class hotel's.
 Medium Range Services- These services were available in the hotels which have three
to four stars rating in the hotel industry. In such hotel's they appointed well mannered and
certified staff who has the discipline to offer the food and beverages, aware about room
services etc.
 Budget/Limited Service- These are the hotels which provide the services to those
people's who set their budgets before going out. These hotels provide the room services
which is not expensive and the room also which is of cheap cost and which satisfied the
customer with the budget (Bloisi, 2021).
 Global Hotel Chains and Groups- Under this category those hotel's were come which
are under the authority of some hotel group and which carried the status of franchisee.
There are so many hotels which got the approval from tourism department while some
got rejected due to not submission of application and also which are not fulfilling the
criteria of the group.
 Serviced and Non Serviced Businesses- The accommodation is of two types some are
serviced accommodation which provides the services for the short period of time such as

room services for night such as house keeping and food. The great examples of lodging
businesses are the hotels which provides the serviced business like bed cover, breakfast
and guest house. On the other hand Non serviced businesses are those where traveller
themselves do cooking, cleaning, purchasing example; youth hostels, campsites, rental
apartments and the vacation parks.
These serviced and non serviced housing are the two kind of lodgings which easily got available
in the United kingdom hospitality industry. The hospitality industry of UK plays the crucial role
for the tourism industry, in the last year UK market spent around twenty million pounds on
accommodation services for the UK market as well as for international market.
P2- Different forms of ownership available to accommodation services
The services of accommodation includes various types of ownerships which are discuss
below;
 Managed Hotels- In such type of hotels daily business operations were done as these
hotels were privately owned by the owner with an existing owned hotel partner. These
hotels were managed by some group company but not owned or lease by any of the group
companies. The managing hotel takes the information on daily basis regarding the
business operations and often contributes the brand name as well. The royalties charges
of such hotels are based upon the total revenues of the hotel.
 Privately owned and operated hotels- In such type of hotels ownership provides the
most freedom to the owner but along with risk. In such hotels owner is entitled to take the
decision of hotel regarding staff, structure and success of the business but the owner
doesn't use the brand name and benefit of it. In such kind of ownership in a hotels all the
marketing research and efforts were made from the bottom. It provides the adaptability to
the owner to build the hotel unique for the guests and at the same time puts in a danger if
it not worked (Buchanan, and McCalman, 2018).
 Franchises Hotels- These hotels have some advantages and also carried some demerits.
However the hotel is able to use the brand name to attract the customers and it got proved
by the business models that the owner of franchisee hotels are dependant on the brand
name to do business. If the brand of the group or the hotel losses the brand image then it
would suffered the franchisee hotel. In such type of ownership is generally limited to

some areas and that franchisee hotel can't franchise itself, its growth options are limited
to buy the additional franchises. Leased Hotels- These hotels are also privately managed and owned, the difference is the
building or the land in which hotel situated belongs to someone else. These types of
hotels were made the agreement for the long term lease. Lessor undertake a minimum
rent for the premises and can also include the sliding scale on the total revenue for
ongoing rent.
P3- Discussion on the role that grading, classifications systems and online review sites play
when potential guests look for and book accommodation
Grade and classification systems played the crucial role at the time of some potential
guests look for accommodation. Term grade is a method which assist the customer to know
about the positive and negative point of the hotel services. If high grading is given it means that
hotel provides the better accommodation services. There is another method to determine the class
of hotel is the classification method in which, rating would be given in the format of letter A to
F. The main purpose of having the grading and classification method is to inform the customer's
about the accommodation services, qualities of hotels and also to being transparent in front of the
customer's. These method are very useful for the traveller, they can easily check out the rank and
grade gave by the other persons or the group of hotel. Like when someone wants to stay in
Holiday Inn, prior to that they check out the grade and classification of the hotel, through this
approach customer's can easily go through the facilities and make the image of hotel. This
grading and classification method for the hotels is used in many countries to determine the image
of the hotel and to give easy access for the customer's to overview the hotel facilities.
Country Grading system Classification system
UK In the United Kingdom, the whole
country decides the rating of the
hotel which would be given on the
basis of five star.
The classification of the hotels get done
on the basis of one to five stars, where
star one indicates the poor performance
and the star five indicates the excellent
performance of the hotel.
Europe In Europe they use the grading Hotels were classified as per the quality

system as per four star which,
decides the level of the hotel.
they provide to their customers, and
that quality measure would be
considered to classified the hotels.
US The grade of the hotels got decided
through scale of five star.
Classification of the hotels were done
on the basis of facilities and amenities
also with the cost consuming and with
similar factors.
Role played by online review sites when potential guests look for the hotels and desire to
book the accommodation:
The online reviews given on the official sites of the hotel and on other sites also about the
hotel's accommodation gives some kind of idea to the customer's. On internet sites customers can
easily check out the facilities, services and quality of the hotel. These information about the hotel
provide assistance to choose the hotel as per their desire. In context to Holiday Inn hotel chain
their respective hospitality company handled this function to show the facilities of the hotel in a
well and attractive manner. This will help the customer to know more and better about the hotel
and about all the facilities in which they are best among others, this will make the research work
easier for the customers (Khan, Bibi, Lyu, Latif, and Lorenzo, 2021). As of now there are several
online platforms are available where the trip advisor comment the reviews regarding the facilities
and amenities of the hotel.
TASK 2
P4- Explanation on organisation of front office functions within a variety of accommodation
services
Front office is the department in a hotel which plays the crucial role regarding to build
the direct contact with the guests. There are some functions which are performed by the Front
office department such as; reservation, guest service, procedure of check-in and check-out,
telephonic conversation, finance, foreign exchange, room assignment, inquiry etc. this
department is also known as the nerve central of a hotel and it can be defined as the front of the
housing department which located around the lobby area of the hotel which got easily visible to

the customers, guests or the visitors and these are collectively known as “Front Office”. In
context to Holiday Inn various functions of the front office got discussed below;
 Hotels- In regard to accommodation services of the hotel, front office gives the quality
time to their customers or to guest at the time of arrival in respect to book their rooms,
assist them to arrive in a room while providing the key and send the member of staff with
them who check out all the basic necessities which has to be available in a room.
 Resorts- In regard to resorts there are various accommodation services which front office
would take care of it like housekeeping, cleaning and to make the surroundings better as,
most of the resorts are large in the area and also outside the city which require high
attention in cleaning. Budget Hotel- This is the another form of accommodation services in which front office
gives special attention to the business class people and assure them about their safety.
Front office also come through with reservations within the hotel and the process of
payment at the time of booking (Lee, 2020).
P5- Discussion on key roles within front office department for a selected organisation
Front office department in the hospitality industry support the target market while
interaction with the company at the time when they arrived in a hotel. Towards the business
meeting front office has the various objectives which are discussing below in context to Holiday
Inn.
 Front- office Manager- In context to Holiday Inn, this role of the front office
department provides the services in both the manner i.e. in friendly manner and also in a
professional way. Another function of the front office manager is to handle the
complaints of the guests and provide them a better treatment.
 Reservation Manager- In this function of the front office department they showed all
their attention to assist the guest in booking the room, take the feedbacks and the
complaints from them if any. They also gives the important information regarding room
materials, inventory and to assure the guest about locking the room before leaving it. Reception Manager- This is the foremost function of the front office department
where the receptionist manager wishes or greet the guests and ask them for any
refreshment. The main function they performed is that, they keep all the records of each
guests arrival and departure.

TASK 3
P6 Review on key roles that are found within housekeeping department in a selected
organisation
Housekeeping of the hotel's are responsible for the maintenance of each and every areas
of the hotel like back and public area, wash rooms and bathrooms, lobby and sanitation etc. In
relation to Holiday Inn housekeeping plays the significant role to maintain its premises.
 The main function which housekeeping of Holiday Inn performed is to sanitise all the
area of the hotel and to check all the areas carefully so that every corner of the hotel got
cleaned.
 Housekeeping of Holiday Inn take care the working environment, they never take their
work as burden and they performed their duties with all care and with the motive to
provide success to the company.
 Holiday Inn is known for its warm whelming environment and it would only get
achievable when the guest got comfort (Panno, 2019). The main function which performed by the Holiday Inn housekeeping was to clean the
common areas where all the guest sits initially and from there only they build the
impression about the hotel. They properly mopped, sweep the floor and if any damage
its their duty to inform about that to their manager.
P7- Importance of forecasting linen stock and other guest supplies to ensure sufficient supply
for meeting demand
Linen stock can be defined as the standard amount of linen inventory which is needed for
ensuring the smooth working of the hotel operation. The most common term which used in a
hospitality industry is “One par Linen” it means the amount of linen required every time for the
guest in a hotel room. In context to Holiday Inn they highly ensure about the linen stock and
other guest facilities which has to be available in a guest room like; bed, dressing table, chairs
etc. Hospitality industry predicts the overall performance and brought some changes and the
challenges which has to be avoided to achieve the desired goals.

P8- Importance of inter-relationships between housekeeping and other key departments within
selected organisation to provide quality provision and services
It is necessary for the housekeeping to interact with each and every department of the
hotel which assures about the availability of the resources in a hotel. Holiday Inn housekeeping
department interact with all the rest department of the hotel in search of any work like;
 Interrelationship between Housekeeping and Food as well as Beverage services: The
food and beverages department of the hotel required clean towel, clothes to clean the
utensils and the other inventory which should be available in a room. Housekeeping and
the food and beverages service departments met with the guest face to face, it would be
necessary for them to show themselves clean and for food and service provider they have
to show the hygiene otherwise guest would be upset and unsatisfied (Ransley, 2022).
 Interrelationship between Housekeeping and Front-office: Housekeeping
department has a work to clean the room and the front office department has a work to
allot a room to the guests. It is necessary to have contact between these two departments.
In context to Holiday Inn housekeeping department cleaned all the vacant room and
handover the keys to the receptionist and the front office department inquire them about
the room which got vacant.
TASK 4
P9- Importance of scheduling maintenance or repair work to minimise disruption to guests
It Is really necessary to prepare the schedule regarding the maintenance and to do repair
works in a hotel. If any guest saw the repairing of any area it would gave the negative thought
about the hotel. To avoid that mental thinking it is necessary to prepare schedule of it and it is the
important area of the hospitality industry like Holiday Inn to remove any kind of disruption.
Importance of Scheduling Work: It is very important function of the hospitality industry to
scheduling the work, it provides the courage to the company to achieve the set targets. The main
purpose of scheduling the work is that, due to work there would be no disturbance for the guests.
Its s duty of the hospitality industry to complete that work at given time and with the priority.
P10- Importance of security within a selected organisation
Guest would liked to visit and they have the mind set regarding the hotel that its safe, and
its the duty of the hotel manager to assure the guest about their safety (Zhu, 2020). In context to

Holiday Inn they especially for the safety and the security purpose hire some trained person who
protects the resources of the hotel and also be aware about ant threat and danger. In the addition
they uses the facilities of CCTV which record each and every moment and it minimise the
danger.
CONCLUSION
From the above report it has been concluded that, tourism and hospitality industry is
interconnected with each other and also they are the two great sectors of the world. To provide
full satisfaction to the customer's it is necessary to improve the accommodation services and it
would be done by interaction among all the departments of the hotel. In this report importance of
housekeeping towards the guest also got explained and in the last purpose of security got
discussed in any organisation.

REFERENCES
Books and Journals:
Agyeiwaah, E., 2020. The contribution of small accommodation enterprises to sustainable solid
waste management. Journal of Hospitality and Tourism Management, 44, pp.1-9.
Bloisi, W., 2021. Workplace bullying and negative behaviour in the hospitality industry. Special
Topics and Particular Occupations, Professions and Sectors, pp.501-528.
Buchanan, D. and McCalman, J., 2018. Confidence, Visibility and Performance: the Effects of
Shared Information in Computer-aided Hotel Management. In The New Management
Challenge (pp. 17-29). Routledge.
Khan, A., Bibi, S., Lyu, J., Latif, A. and Lorenzo, A., 2021. COVID-19 and sectoral
employment trends: Assessing resilience in the US leisure and hospitality
industry. Current Issues in Tourism, 24(7), pp.952-969.
Kuo, C.M., Chen, W.Y., Tseng, C.Y. and Kao, C.T., 2020. Developing a smart system with
Industry 4.0 for customer dissatisfaction. Industrial Management & Data Systems.
Lee, S.H., 2020. New measuring stick on sharing accommodation: Guest-perceived benefits and
risks. International Journal of Hospitality Management, 87, p.102471.
Panno, A., 2019. Performance measurement and management in small companies of the service
sector; evidence from a sample of Italian hotels. Measuring business excellence.
Ransley, J., 2022. Illustration 1.1 Midland Hotel, Manchester: a railway hotel (courtesy of The
Paramount Hotel Group). Developing Hospitality Properties and Facilities, p.7.
Zhu, H., 2020. International Hotel Groups and their Entrenchment in Mainland China. Shapes of
Tourism Employment: HRM in the Worlds of Hotels and Air Transport, 4, pp.95-107.