Managing Accommodation Services in Hospitality Industry

This report covers various topics such as size and ownership of different accommodation services, importance of grading, classification and online reviews. Furthermore, role and functions of front office department and housekeeping department in accommodation services and significance of schedule maintenance and importance of security are discussed in this project report.

Managing
Accommodation
Services

Table of Contents
INTRODUCTION...........................................................................................................................3
MAIN BODY...................................................................................................................................3
P1 Identify the scale and size of the accommodation services found within the hospitality
industry ..................................................................................................................................3
P2 The different forms of ownership available to accommodation services..........................4
P3 The role that, grading, classifications systems and online review sites play when potential
guests look for and book accommodation..............................................................................5
P4 Explain the organisation of front office functions within a variety of accommodation
services...................................................................................................................................7
P5 The key roles within the front office department for a selected organisation...................8
P6 The key roles found within the housekeeping department................................................9
P7 The importance of forecasting linen stock and other guest supplies to ensure sufficient
supply to meet demand.........................................................................................................10
P8 The importance of inter-relationships between housekeeping and other key departments
within a selected organisation to provide quality provision and services............................10
P9 The importance of scheduling maintenance or repair work to minimise disruption to guests
..............................................................................................................................................11
P10 The importance of security within a selected organisation...........................................12
CONCLUSION..............................................................................................................................13
REFERENCES..............................................................................................................................13

INTRODUCTION
Hospitality industry is the broadest part of service industry that provides various services
to its customers such as travel and tourism, food and drink, accommodation and several others.
Accommodation services include room, lodging and building that provide shelter to its
customers for the purpose of stay and live. Hotels and restaurants manage these services for
retaining potential customers for longer period of time (Idahosa and Ebhuoma, 2020). In this
report the chosen organisation is Ritz hotel founded in May 1906 by Cesar Ritz. The report
covers various topics such as size and ownership of different accommodation services,
importance of grading, classification and online reviews. Furthermore, role and functions of front
office department and housekeeping department in accommodation services and significance of
schedule maintenance and importance of security are discussed in this project report.
MAIN BODY
P1 Identify the scale and size of the accommodation services found within the hospitality
industry
P2 The different forms of ownership available to accommodation services
P3 The role that, grading, classifications systems and online review sites play when potential
guests look for and book accommodation
Covered in PPT
P4 Explain the organisation of front office functions within a variety of accommodation services
The Front office department is one of the most important part of hospitality industry. It
creates the very first impression about hotel management in mind of customers at the time of
their arrival. The main functions of this department in various accommodation services has been
mentioned below:
Hotels
The front office department in hotels handles registration and reservation of guests as
well as also manages other activities such as availability of rooms, charges of room, check-in and
check-out timings of people. They are also responsible for keeping records about the whole
information of guests.
Motels

The front desk manager is responsible for registering guests and allot them clean rooms.
They also keep a balance between transactions paid by customers at the time of their arrival and
departure. They make ensure that people have all the facilities in their rooms and also tries to
solve their enquiries or problems (Yick, Köseoglu and King, 2020).
Bed and Breakfast
The front desk officer is responsible for greeting guests when they arrive and make them
comfortable. The duty of this department is to identifying needs of customers and provide them
services according to that. They are also accountable to keep all the data about guest in a record
system.
P5 The key roles within the front office department for a selected organisation
Front office department plays important role in Ritz hotel which are described below:
Providing Information:
Employees of this department provides all the information regarding products or services
offered by hotel for its guests. They have all the details about events and activities happening
inside and outside of hotel which has a connection with guests.
Record Keeper:
The front desk manager of Ritz hotel keep all the data and information regarding guest's
actions staying in hotel. They keep a check on their activities such as arrival or departure time,
reservation and many more (Zellweger, 2017).
Problem Solver:
Front desk officer has a direct contact with guests staying in hotel hence, they are
responsible for solving their queries or issues related to hotel. They try to provide solutions to
problems of people.
Service Coordinator:
A front desk officer of hotel helps guests in providing services and keeps a check on their
requirement. Guests could reach out at front desk and ask for any facility, the manager will
arrange it for them.
Management Representative:
Front office department of Ritz hotel is the representative of its management. They set an
image in the mind of their guest about standard of hotel at the time of their check-in.
Provide Safety:

The front office manager's duty is to provide safety and security to people arriving in
hotel for their stay. They are also responsible for protecting hotel's property and keep an eye on
the people who looks suspicious.
P6 The key roles found within the housekeeping department
Housekeeping means arranging daily routine cleaning of any worksite or workplace. It is
a functional department in hotels which is accountable for cleanliness, care, maintenance etc.
Housekeeping division is termed as the functional sections that move forwards the roles in
maintaining, cleanliness, environment and so on. It is most essential division in hotel due to their
guests preferences that are efficient cleanliness and higher values. The housekeeping sector
performs diverse roles and responsibilities such as developing a welcoming situation that are
reliable facilities, offering linen in rooms, laundry needs and so on.
The most important role that are played by housekeeping is to clean up all the visitors
rooms. It provide with cleaning supplies, fresh linens, towels and so on. They also have the roles
to clean up visitors bathrooms, and other rooms that also involves external visitors area. In
relation to the Ritz hotel, their housekeeping divisions performs effectively with front office
sector in respect to interact when all the rooms are clean and ready for the guests to hold it. They
also maintain laundry functions and the mini bar products.
The importance of housekeeping department in Ritz hotel is mentioned below:
Key roles:
 Care and Comfort: To achieve the supreme productivity in ensuring the care and
comfort of guests in a sleek or smooth running environment. In context to the Ritz hotel,
duty of housekeeping is to make sure about comfort and welcoming atmosphere for
guests.
 Cleanliness: It is one of the main responsibility of this department to clean all guest
rooms to ensure a high standard of neatness (Morishita and Kosaka, 2017). Like in Ritz
hotel, every morning hospitality department accumulate hospitality carts with towels,
cleaning supplies etc. to clean all the rooms to maintain hygiene.
 Organise Floor Activities: Floor supervisor provides keys to the room assistant and
initiate a very good relationship with other departments like kitchen, security, front office
etc. As in Ritz hotel also, they do the same thing by organising floor operations, tray
cleaning with room assistant and maintains of per stock of each and every floor there.

 Honour the guest: The duty of housekeeping department is to respect guests staying in
hotel. As in relation with Ritz hotel, they provide safety, catering, laundry services and
maintain decor of room.
P7 The importance of forecasting linen stock and other guest supplies to ensure sufficient supply
to meet demand
In organisations forecasting lines stock are adopted that plays important role in estimating
requirements of stock to fulfil demands of guests. It ensures that required stock is available in
business on time to perform operations in efficient manner. Importance of forecasting linen stock
and guest supply are mentioned below:
Avoid shortage of supply: Forecasting linen stock facilitates business to get sufficient
supply of stock that reduces last time rush. It eliminate the situation in which business may
purchases required stock at higher prices and customers may wait for that (Cenni and Goethals,
2017). As linen is the essential requirement for the room that must be changed every time when
new guest enters. Housekeeping department of Ritz hotel analysis these requirements and ensure
they supply for the purpose of meeting guest demands and requirements.
Avoid the situation of high inventory: If business do not adopt the concept of forecasting
linen stock the it have to bear high cost of inventory. Ritz hotel organisation store linen in
advances that reduces the cost of ordering (Cunha, Kastenholz and Carneiro, 2020). On the other
hand, stock can not be kept unused in organisation for longer period of time because it enhance
inventory cost as well as stock can be damaged.
So, Ritz hotel forecast requirements of stock according to demand of customers that
reduces inventory, carrying and other charges of business as well as meet all guest needs on time.
It enhances customers experience and their loyalty towards business.
P8 The importance of inter-relationships between housekeeping and other key departments
within a selected organisation to provide quality provision and services
Housekeeping department of any organisation is responsible for maintenance, cleanliness
of public areas, back and areas and surroundings. Housekeeping department plays essential role
in running business in efficient manner. As the department interest with guest directly so it
ensures that guest are nor suffered from any problem or difficulty (Pace and Miles, 2019).
Housekeeping department of Ritz hotel is highly interrelated with other department of
organisation. The interrelationship is mentioned below:

Housekeeping department and maintenance department: Housekeeping department is
responsible for checking equipment of room before arrival of guest and after their leave. If there
are some problem is occur then the department communicate to maintenance department to
maintain these equipments. So both housekeeping and maintenance department duties and
responsibilities are coordinated. Efficient working of these department provides better
experience to guest and retain them with organisation for longer period of time.
Housekeeping department and finance department: As housekeeping department is
involve in the activities of purchasing new cleaning equipments and decorative items that
requires funds which are provides by the finance department. Finance department access all these
requirements then provide funds to the department to purchase all necessary items for their
smoother working.
Housekeeping department and kitchen department: In Ritz hotel organisation, guests
order for food items. Housekeeping department ensures that food is reached to guest on time
with safety from kitchen. Kitchen department of organisation prepare food for guest according to
their order and housekeeping department ensures that food is served to guest on time
(Alrawadieh and Alrawadieh, 2018). The department also responsible for cleaning of kitchen and
maintains hygiene.
As all department of Ritz hotel are coordinated or interrelated with housekeeping
department. This interrelation facilitates business to provide better quality services and
experience to customers that enhance their loyalty towards organisation and retain for longer
period of time.
P9 The importance of scheduling maintenance or repair work to minimise disruption to guests
Scheduling maintenance is considered as the activity that is undertakes by the Ritz hotel
to perform all business functions in best possible manner. Respective organisation prepare
schedule for all business activities according to time or resources. Maintenance includes
repairing organisational equipments and other items on regular bases to enhance their efficiency.
Effectiveness of all equipments in room enhances positive experience of guests from
organisation.
As there are diverse sort of the maintenance such as routine, preventive and so on. In relation
with routine maintenance, it refers to the actions that are in context with the fundamental section
of keeping of the security and safety in an effective and efficient manner. It include actions such

as washing floors, cleaning visitors rooms and so on. On the other side, preventive maintenance
might be termed as effective section that involves three sorts that are supervision, work order
starting and low corrections. It include actions such as inspectors can effectively check all their
visitors room with the aim of cracking the products and many more. In a hotel sector, rooms are
renovating with the period of time in respect to increase both their value and standard of the
business of management.
Ritz hotel implement continuous periodical maintenance strategies that helps business to
reduce sudden breakdown in organisational system and appliances. Timely maintains reduces
business cost or maintenance of emergency bases. It enhances working life of equipments and
other items to prevent business to face major issues. In accommodation services It is necessary to
maintain all equipment and other things to provide better quality experience to guests.
Importance of schedule maintenance are mentioned below: Increase guest satisfaction: Schedule maintenance is important for enhance overall
experience of guest from organisation. Ritz hotel repairs equipments and conduct
maintenance to run all operations in smooth manner (Ivanov, Webster and Seyyedi,
2018). As better quality services facilitates guest to gain better experience and retain
them with organisation.
 Improves efficiency of equipment: In Ritz hotel various equipments are used such as
lights, TV, air-conditioner and various others, respective organisation maintain them on
regular bases. It enhances efficiency as well as working life of these equipments that
reduces organisational cost.
 Boost productivity: As sudden breakdown in equipment and system impacts on
operational efficiency and effectiveness of business and image of organisation as well.
Continuous and scheduled maintenance facilitates Ritz hotel to identify issues in business
equipment and resolve them before it become critical. It reduces organisational cost and
boost productivity.
P10 The importance of security within a selected organisation
Security refers to a safety, as well as a course of action taken to be risk free or protected.
It deals with all the measures which are taken to preserve a place, or to make sure safety of
facility, property and staff. The importance of security department in Ritz hotel is mentioned
below:

Importance of security
 Monitoring Entrances and Exits: Presence of security administrator at a hotel prevents
crime. In case of Ritz hotel, officers recognise doubtful people or activities and stop the
situation from increasing. They also keep an eye on monitoring gadgets and answer fast
to any distrustful behaviour that is detected.
 Protecting Guests And Providing A Sense Of Security: Security officers can control
disobedient guests and stop negative situation from worsen out of control. In Ritz hotel
also, officers provide extra protection to VIP and other guests that might attract public
attentiveness or protests.
 Controlling Traffic in a Parking Zone: A security guard will help an individual to
improve the parking to make sure a flawless experience of guest (Baig and et. al., 2019).
In context to the Ritz hotel, their security ensures lightning and CCTV cameras are
properly installed so that they can keep an eye on everyone.
 Protection from Crimes: This is the main importance which plays a huge role for the
security department. In case of Ritz hotel, there are some officers who provide security
or protection from crimes like murder, kidnap and health danger from outsiders, staff of
hotel, pests etc. by providing insurances, health schemes, lockers etc.
CONCLUSION
From the above report, it could be concluded that different types of accommodation
services offers various kind of facilities to their guests. Different departments of accommodation
services such as front office, housekeeping and security plays important role in maintaining
reputation of a particular hotel. It has been observed that front office supervise all the activities
of people staying in hotel while housekeeping department overlooks their requirements and are
responsible for keeping hotel clean. Housekeeping department has to keep a good relationship
with other departments also in order to make stay of their guest comfortable and wonderful. It
can be said from the above report, that security department is important in hospitality industry in
order to provide safe and secure environment in hotel for people. For sustainable stability in
hospitality sector it is vital to provide better accommodation services to customers.

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