Managing Accommodation Services in Hospitality Industry - Desklib

This report discusses the scale, size, ownership, and key roles of front office and housekeeping departments in the hospitality industry. It also highlights the importance of forecasting linen stock and scheduling maintenance to minimize guest disruption. Additionally, the report explores the significance of security measures in hotels. The report is based on Crowne Plaza, an international luxury accommodation service provider hotel. It includes solved assignments, essays, and dissertations on Desklib.

Managing Accommodation
Services

Table of Contents
INTRODUCTION...........................................................................................................................3
TASK 1 .....................................................................................................................................4
P1 Scale and size of the accommodation services......................................................................4
P2 Different forms of ownership and it's availability for accommodation services...................4
P3 Role of classification system, grading and online guest review sites....................................5
TASK 2............................................................................................................................................6
P4 Front office functions with a variety of accommodation services.........................................6
P5 Key roles of the front office department for hospitality organisation...................................8
TASK 3............................................................................................................................................9
P6 Key roles of the housekeeping department............................................................................9
P7 Importance of forecasting linen stock and other guest supplies to ensure sufficient supply
for meet with demand................................................................................................................10
P8 Importance of inter-relationships between housekeeping department and other key
departments...............................................................................................................................10
TASK 4..........................................................................................................................................11
P9 Importance of scheduling maintenance for minimise disruption to guest...........................11
P10 Importance of security within hospitality organisation.....................................................11
CONCLUSION..............................................................................................................................12
REFERENCES..............................................................................................................................13

INTRODUCTION
The term accommodation services is explained as a provision which charges some
amount of fee for a sheltered overnight or day in an appropriate equipped rooms and it include
some important product or service which are a bed, food and light. In simple terms,
accommodation means to supply a service or product that satisfy the need of individual such as
lodging, travel services, etc. Additionally, accommodation is considered as one of the basic need
of a tourism activity (Cerchione and Bansal, 2020). This report is based on the Crowne Plaza
which is an international luxury accommodation service provider hotel. It was founded in the
year 1983 and the headquarter of hotel is situated in Denham, UK. Furthermore, this report
highlights on size and scale of accommodation services related with hospitality industry and also
on different forms related with ownership of hotels. Key roles of front office and importance to
forecast linen stock and other supplies to match with customer demand will also included in this
report.

TASK 1
covered in PPT
TASK 2
P4 Front office functions with a variety of accommodation services
Front office plays a central role in the organisation and this means staff engaged in front
office interact with all departments of hotel which include marketing, housekeeping, food and
beverage, etc . Moreover, this department view front office as the communication liaison in order
to provide effective guest services. Inter - relationships with different functional area are mention
as follow:
Housekeeping Department - Both of the departments interact or communicate with each
other in order to exchange important information such as to check housekeeping room status,
availability of rooms, etc. In context of Crowne Plaza clean and ready are the main factors which
is used to check occupancy of room (Kılıç and et. al., 2021). On the other side, with engage the
occupancy of guest and also with engage of communication system management ensure that
room is available with clean environment.
Front office coordination with food and beverage department - Communication is
used by both departments of Crowne plaza because this aids them to transfer all accurate
information in an organised manner. It results that predicted house counts the number of guest
and prepare food or arrange raw - materials in a manner which fulfil needs of all customers. Vital
services also overworked food and beverage manager to match with demand of public. In context
of Crowne Plaza, management consider that all individuals represent work according to the local
sections of geographical area and this helps food department for offer all products that are of
good quality. This aids tourist to taste and induce the local food products within hotel and it
increase hotel value.
Skills required for perform the job role of front office
Within an hospitality organisation front office is identified as the first point where tourist
as well as workforce interact (Lee and Kim, 2020). They work with motive of offering or
providing excellent customer care to customers by organising and arranging all abilities that is
required by staff members to track and operate business in smooth manner.

 Communication Skill - Receptionists or front office workers are always interactive in
nature and they are concerned towards analyse as well as communicate with individuals
through engage of better communication system such as to induce phone, email and face
– to - face interaction. Moreover, they also note down the message that are left by tourist
for visiting the place.
 Organised Skill - Ideal receptionists are very organised and this define about all those
skills and abilities which is used by co - workers, employers and other individuals in
proper manner to deal with persons with decided office perspectives. Moreover,
professional individuals perform an important role to engage all those steps which trained
individuals about organised steps (Li and Singal, 2021). Along with this clutter - free
workspace also enhance work capabilities through engage updated information in
organisation.
 Customer Service Skill - A receptionists often or constantly interacts with the customers
because front office staff are the first individuals who interact or in - touch with
travellers. Therefore, receptionists perform an important role because they work as the
face of hospitality organisation while interacting with travellers.
In the context of Crowne Plaza this is understand management recruit and engage new
staff members at the workplace for engage the skilled and capable staff to enhance the overall
productivity of business by hiring persons which have above mention skills for completion of
their work in an organised manner and it also generate positive environment within business.
P5 Key roles of the front office department for hospitality organisation
Front office department is first place of a hospitality organisation where customers or
clients get in contact when they enter into organisation. Following are the key roles within front
office department:
 Reservations - It is a two - sided agreement between am organisation and a guest as well
as holds reservation requests of guests for providing particular rooms to them and
monitors the status of a reservation and a room (Lin and Kim, 2020). In this process, a
visitor get in touch by a firm for accessibility of accommodation according to their
requirements or any integrated services provided by hotel.
 Reception - It is a process of receiving or greeting the guests on their arrival and process
their queries to provide them services. The important role of front office hotel department

or reception is to welcome and greet guests by answering their queries and confirm
reservation by explaining facilities of an organisation and give directions to them.
 Guest services - It is a process of communication with guest for making their
reservations by assigning room and issuing keys to them. Another important function of
front office is to offer guest service such as to arrange room for guests by providing them
keys and processing their payments.
 Concierge and night audit - Concierge is concerned with different activities performed
while receiving guests. Its role is to make reservation, provide accommodation, booking
transportation for assisting guests (Mambetova and et. al., 2020). Night audit is done for
reviewing guest's account transactions against revenue transactions which are recorded at
reception.
From the perspective of Crowne Plaza, front office roles perform an important role as this
aids management to offer and deliver effective services that fulfil needs of customers and it
generate positive results for organisation such as increase in the number of loyal buyers.
TASK 3
P6 Key roles of the housekeeping department
Housekeeping is explained as an operational department that is responsible for
maintenance, cleanliness and aesthetic surroundings.
 Housekeeping operational structure - It consist all operations and functions under the
operational manager of housekeeping department who head the housekeeping
departments. Hotel industry perform an important role and they provide the impression to
individuals within context of cleanliness and maintenance. Some important roles of
Crowne Plaza hotel are mention as follow:
 To achieve the maximum efficiency of individuals is the first role performed by
individuals and it ensure that overall goals and objectives are achieved in decided time-
period.
 Another role of the organisation is to formulate a welcoming and positive atmosphere and
this ensure that all work is completed in a reliable manner by the staff for complete their
work in a proper manner (Memili and et. al., 2020).

 High standards of the cleanliness and all other general factors related with organisation
department is induced to manage work as per current requirements.
Managing HR concerns -
One of the key important role performed by executive housekeeper is to engage all those
individuals which have high skills for perform their work in an organised manner. This consists
of all those factors through which management is able to control and recruit workforce that aids
to manage the work with decided techniques. Moreover, turnover of workforce is controlled by
the housekeeper through coordinate between employees roles and customer demand.
Managing a multicultural team -
Housekeeper is responsible for manage and control the overall team by formulate an
environment through which all individuals complete their task with engage of all workers who
belongs to different background and also they engage multicultural team that helps to perform
work in an efficient manner (Provotorina and et. al., 2021). Overcome from language barrier and
also to consider different culture communication style are the two main factors which aids
Crowne plaza management to manage overall workforce.
P7 Importance of forecasting linen stock and other guest supplies to ensure sufficient supply for
meet with demand
Linen stock is identified as the standard quantity of the linen catalogue and this is
required by management for perform company activities and operations in a smooth manner.
Similarly, guest supplies refers to organise and provide furniture to the guest that includes
clothes covered table, proper uniform of guest, effective resources, etc. for complete all task with
decided steps. Also, within a hospitality organisation management consider towards
identification of all those factors that helps to establish all equipments in an organised manner.
Furthermore, with forecast of all stock and resources which is required by management an
organisation is able to complete the task with supply of all stock factors that is used for induce
better policies related with company workforce (Poretti and Blal, 2020). Also, this is important
for a hotel industry for forecast the demand of stocks through understand of future requirements
related with business. On the other side, supplies assist individuals to match with demand of
customers and this save actual cost for business by arrange all resources according to actual
requirements of business.
Significance of forecasting linen stock and guest supply are as follows -

 Avoid shortage of supply - Forecasting linen stock offers management to get enough
supply of stock that decrease last time rush. It decrease the condition in that management
might purchase stock at high cost and consumer might wait for it.
 Avoid the situation of high inventory - If management do not adapt the structure of
presenting linen stock then it will be clear to bear high cost of inventory . Crowne Plaza
hotel management store linen in advance that decrease the price of ordering .
Hence, Crowne Plaza forecast needs of stock as per to the demands of consumers that decrease
the products and move forwards another chargers of management by which there guests requires
on time . It increases their experiences and their loyalty towards the hotel management.
P8 Importance of inter-relationships between housekeeping department and other key
departments
Housekeeping department is identified as one of the most important area of hospitality
industry and this aids management to maintain overall cleanliness related with hotel building and
premises . Housekeeping department formulate better relation with front Office, Food and
Beverage, Conference and Events in order to deliver effective services to persons .
Inter-relation of Housekeeping with front office - Relationship among both departments
perform an important role for the Crowne plaza and this is because front office sale or book
room for customers . While, housekeeping department ready room for individuals so both of
them work for same purpose and it support Crowne Plaza for make availability of rooms for
tourist .
Inter - relation of Housekeeping with food & beverage - This consists of all those factors that
relates with the perspectives of Crowne plaza kitchen department. Moreover, this will include or
take care of services like , catering , serving , food beverage and to arrange raw - materials that
are essential to prepare or cook the food. With this management also ensure that regular supply
of food is arranged for tourist and travellers.
Inter-relation of housekeeping department with events and conference - In the present
scenario, hotels perform an important role to organise and arrange events for the individuals.
Normally, housekeeping department store all stock which is required by hotels so event and
conference department interact with housekeeping department to store their products at a safe
place until the completion of event.

TASK 4
P9 Importance of scheduling maintenance for minimise disruption to guest
Maintenance department and authorities perform an important role to deliver the effective
accommodation services. It also ensure the planning and executing of maintenance work is
completed with decided schedule in order to minimise the guest disruption (Stringam and et. al.,
2020). Along with this scheduling of maintenance work helps for achieve all goals within
decided time-period and cost. From perspective of Crowne Plaza scheduling of activities helps
to complete all work by giving notice to workforce for become more attentive while completion
of work in the decided time and date.
Housekeeping department actions also relates with maintenance department and this is
because their provision contribute towards enhance of comfort level of guest as well as to
improve the work productivity of staff. Moreover, while performing all work according to
decided schedule housekeeping department identify new facilities to maintain all units in an
immediate manner . Crowne plaza is recognised as an international brand so it is crucial for them
to maintain the infrastructure and routine activities . Therefore, computerised maintenance
management system is used by maintenance manager because this helps to complete all work in
an organised manner especially, through make plans by analyse them with customer activities .
P10 Importance of security within hospitality organisation
 Key card access - Key - card is a plastic card that is used instead of a key for taking
entrance or removing any barrier. It is important because it provides energy-saving smart
technology that removes the issue of lost and stolen of keys and also ensure that security
features are digital as well as relate with technology so in any case of any wrong incident
customer or management get an alert.
 Risk assessment security plans - Assessment which involves finding the risks in
technology, organisation and in processes to check that security plans are there to
safeguard the risks. Risk assessment security plan is important because it improves the
security of respective or selected organisation by finding, evaluating and executing
security controls in an application (Provotorina and et. al., 2021). In the context of
Crowne Plaza, risk assessment security plan ensure that tourist or travellers luggage, suit,
vehicles and all other essential products are safe.

 Camera systems - This system is used to maintain close and clear observations of
person. Some systems are motion - activated and keeps record when they deter motion.
Camera systems are important as they keep proper checks and are helpful in determining
any theft or crime as well as helps in monitoring performance and creates safer workplace
for manpower.
Crowne plaza introduce security systems with motive of completing all work in a safe and
secured manner. For this management introduce and induce camera system, risk - assessment
security plans and key card assess because it helps to manage all task with systematic steps.
CONCLUSION
From the basis of above report this is concluded that hospitality industry perform major
operations of offering accommodation services to the travellers, visitor and tourist. Along with
this various types of services such as hotel, hostel, etc. are also offered to tourist that fulfil
customer need as per their requirements. Furthermore, ownership models of accommodation
services such as franchise hotel, privately-owned, etc. are different in size and they also offer
different accommodation services that is based on their size, scale and type of ownership. In the
last, by understand and analyse the relation of housekeeping department with other functional
departments methods to enhance customer services is also learned with this report.

REFERENCES
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