Managing Accommodation Services in Hospitality Industry - Hyatt Hotels Case Study

This report discusses the scale and size of accommodation services in the hospitality industry, different business operating models, grading and classification systems, and the role of online reviews. It includes a case study on Hyatt Hotels and their luxury experience. The report does not mention any specific course code, college, or university.

Managing
Accommodation Services

Contents
INTRODUCTION...........................................................................................................................3
MAIN BODY ..................................................................................................................................3
Identify the scale and size of the accommodation services found within the Hospitality
industry........................................................................................................................................3
Explaining different business operating model............................................................................4
Discussion of role of grading, classification systems and online review....................................7
Examination of organisation of front office function in variety of accommodation service......9
Discussion of key roles within front office department for organisation .................................11
Review of key roles found in housekeeping department in organisation..................................12
Assessment of importance of forecasting linen stock and other guest supplies in order to
ensure sufficient supplies to meet demand................................................................................13
Illustration of importance of interrelationship between housekeeping department within
organisation to provide quality provision and service...............................................................14
Showing how lack of coordination or communication between housekeeping and departments
leads to bad service delivery......................................................................................................15
Examination of importance of scheduling maintenance or repair work to minimise disruption
of progress..................................................................................................................................15
Discussion of importance of security in organisation................................................................16
Assessing role maintenance plays within the accommodation services in ensuring overall guest
satisfaction. ...............................................................................................................................16
CONCLUSION .............................................................................................................................17
.....................................................................................................................................................17
......................................................................................................................................................18
REFERENCES..............................................................................................................................18
Books and Journals:...................................................................................................................18

INTRODUCTION
Hospitality industry provides a wide range of services. These services can be used to
make people feel comfortable through different aspects like entertainment and comfort. The
main motive of this industry is to provide customers an enjoyable and relaxing experience in the
form of good services like serving them a good meal, spa services in order to feel comfortable.
Accommodation refers to accommodate someone in the particular room of a building in which a
person can stay, sleep and live. (Kaewnuch, 2019) In today's world every individual is a working
professional and living a hectic life. In order to get some relaxation People generally use hotel
services in which they can enjoy with their family and find some positive environment. There are
end number of hotels in this sector which provide best hospitality services. This report is going
to discuss about Hyatt Hotels of Groups which provides a luxury experience in this industry. It
was founded on 1957 by Hyatt Robert Von Dehn and Jack Dyer Crouch. The hotel is located in
Australia and It has more than 11000 hotels in 69 different countries among six continents.
These are known for providing best in class services with their group of properties and offers a
luxury experience to it's customers. They provide best quality meals, accommodation, fun and
entertainment for customer satisfaction. There will be Discussion about the scale and size of this
industry, the size of accommodation services, different forms of ownership available to
accommodation services. Also, discussing the role that grade the classification of online system
and when guest book for service. Along with this, the role of front office department and
accommodation services, the contribution of housekeeping department, and the facilities of
security are also going to mention in this report.
MAIN BODY
Identify the scale and size of the accommodation services found within the Hospitality industry.
There are various types of accommodation services in this industry. There is a brief
discussion about all the services in this sector which are described below.
Full Service Hotel – This term describes about a hotel which offers different variety of
services and it also charges hug sum of money to use these services. These hotels are generally
expensive because of their hospitality treatment (Dayour, and et.al 2020). The guests have to pay
significant amount of money in order to avail these facilities. They offers luxury services to its
customers for example serving best quality meals, in house drinking, Valet parking, clean

restrooms for ladies and gents etc. Hyatt Hotels and groups are known for offering luxury
hospitality treatment. Their mission is to provide authentic hospitality to its customers and touch
the life of millions every day in this industry.
Resort Hotel – These types of hotels provide full service lodging facility. They are
usually located far from cities such as beaches, sea shores etc. These resorts are primarily
intended for relaxation (Joppe, 2019). It typically includes entertainment services and activities
like (food, drink, sports) etc basically for most of the visitors. Hyatt resorts also offers these
luxury services in this industry like entertainment and spa to its customers.
B&B – It stands for bed and breakfast where a hotel offers accommodation overnight and
provide breakfast services to its customers. They relatively charge low amount of money and
offer minimum range of products for example breakfast and staying services. Hyatt hotels
basically holds lavish properties in this industry (Xie, and Chen, 2019). They tends to provide
unimaginable experience to its customers in terms of quality. On, the other hand they charge a
significant amount of money for their profits. Hyatt do not provide these services because of
having large operations and luxurious facilities.
Economy Budget Hotel – These types of hotels provide minimum amenities and
services and charges minimum from it's customers. They provides basic rooms which are clean
and safe in order to fulfil the basic needs of guests. Their rating categories are 1 or 2 star. They
are also known as budget friendly hotels. Hyatt groups of properties rating basically lies in 4 to 5
stars. Their hospitality treatment is far different from these low budget hotels. They provide
luxury not the necessity to its customers.
Explaining different business operating model.
Low cost model - This strategy is used by hotel authorities. In this the manager can
lower the cost of business in order to compete with other brands in the market. They use different
strategies and methodologies like Occupancy based pricing, Forecast based pricing, and market
competition based pricing etc. (Genig, and Constantinescu, 2021) Hyatt group of hotels compete
with bigger brands in the industry. It is the home of some leading brands which falls under Hyatt
like Hyatt palace, regency etc. which gives them advantage to attract more customers because of
more occupancy chain in the market.
Informal accommodation model – This is a method where an ordinary resident can rent
out it's property and convert it to a hotel and they use the particular property to make money.

(Almeida, and Pelissari, 2019) Hyatt groups does not indulged these activities because they own
enough amount of properties in the market from which they are generating more revenues in the
market. Best example for such type of accommodation is Airbnb. In this people rent out their
apartment in order to serve the guest through online platform.
Explaining the size of accommodation services
Luxury Services – There are certain amount of luxuries which are offered by particular
hotels. These hotels provide distinct and advance facilities to its consumers. The definition of
luxury is about refined experiences which is provided to the consumers in the market. There are
specific range of customers who can afford these facilities and Hyatt groups are focusing on
them. They are targeting right set of customers in the industry.
Mid Range Services – These group of hotels are neither cheap nor expensive. Their mid
range services appeal to lot of travellers in the market.(Nguyen, Nguyen, and Pervan, 2020) They
provide customer satisfaction to every individual in this industry who does want to share a large
sum of money from their pockets. They are less expensive in terms of five star hotel who charges
more from their customers. Hyatt hotels lies in five star category. Their facilities can only be
avail by particular segment of people in the market. This is a disadvantage for the hotel because
they are loosing end number of customers due to this factor.
Budget Services – These hotels fulfil the basic needs of customers. It tends to provide
clean budget rooms, serving good quality meals in their hospitality. Budget hotels generally
focuses on those kind of peoples who are not able to afford luxury services. They only spend a
minimum sum of money from their income to get basic services. The infrastructure of these
hotels are not usually large and it is operated by owner or few staff member.
Explaining the contribution of accommodation services to the UK GDP.
The hospitality industry basically refers to foods and accommodation services. This means many
restaurants, cafes, hotels lie in this sector. In 2019 this industry contributed 59.3 billion in gross
value added to the UK economy. In September 2020 there were 2.38 million jobs and it provided
employment to a large number of peoples in the Economy of United Kingdom. The business of
this industry is 3 to 5% in each country (Rogerson, and Rogerson, 2019).
Different forms of ownership in accordance to accommodation services

Hotel owners are individuals or can be different entities that own the particular hospitality and
operates the accommodation in that property. There are different operations done in the
hospitality and sometimes owners hire managers to perform these activities.
Private Ownership – In this type of ownership a sole proprietor is named as owner of the
business entity. On the other hand there may be several investors in this model. Hyatt groups are
generally owned by the Pritzker Family of Chicago. There are several investment groups in the
market who holds adequate share of these groups.
 Advantages – In this ownership model an individual person is independent to take all the
valuable managerial decisions for their hotels. The owner profit share is huge in this
model (Katzman, Kinsella, and Polzer, 2020). Hyatt groups shares of profits are basically
divided into the owners and the investment groups. Their hotels holds a sustainable
amount of share in the market because of the company's brand value and reputation.
 Disadvantages – An individual person deals with all the responsibilities in their
hospitality. They are also indulged to pay more amount of money in terms of
advertisement if there are not much investors in their business they solely deals with all
these problems in this industry. Hyatt groups works on a system and by working on these
systems. The company is able to generates more revenues and profits in this industry.
Their hotels only choose trustworthy investment opportunities in order to become more
successful in the market.
Franchise – It is the method of distributing products or services which includes a franchisor who
is having the trademark and a business system in order to run the business (Pham, Driml, and
Walters, 2018). They are a global franchise and works individually with their partners to open
new franchisee in the market.
 Advantages – The advantage of this ownership is that a lot of travellers will seek out to
the particular franchisee hotel of an individual owner in order to get luxury services
keeping in mind. Hyatt corporation solely works alone to open an franchisee. Their name
in the market is enough to attract the customers in this industry.
 Disadvantages – In order to get a brand an individual invests a hug sum of money to get
the name. It is risky in every aspect because if the business chain is not successful the
owner face huge consequences and also generate more loss than profits. Hyatt groups are
a sole franchisee they work alone in this industry because of their experience and brand

value. Giving name of their franchisee to other individual owners may hinder their
reputation
Leased – In this model an individual owner of a private hotel can lease its property to the
corporation or any other popular chain. The owner of the property provided a fixed rent by the
corporation. Hyatt groups do not involve in this model they does not acquire any property from
an owner. They are known for opening new franchised building of their names in this market.
 Advantages – The corporation of the hotel chain is obliged to pay rent to the individual
owner whether if the company is facing any losses. Hyatt groups main motive is to open
new franchisee in different regions. They are only focused to provide authentic
hospitality by making a difference in the market. Their corporation is very established
and experienced in terms of opening new ventures according to the industry needs in the
market.
 Disadvantages – This method contains a great risk for the corporation because of the
high expense of the lease amount. The locality factor of the property plays an important
for the corporation. Hyatt corporation only deals in the newer projects which are
beneficial for them. Their development team choose right locality for their hotels to
expand the business and generate more revenues in the market also by providing best
customer experience.
Discussion of role of grading, classification systems and online review
Classification system:
Classification system of hospitality industry is divided on different basis in different
country. In Europe, it is divided on basis of quality of service offered by company. In US, it is
divided on basis of facilities, money values and others things. In UK, it is divided by on basis of
Scale of starts which consist ratio of 1 to 5 stars. In this, 1 star is representing minimum offering
to the guest and five star representing best quality of service.
Impact of online reviews:
Online review is important for any business as it create impact on decision making of
customers (Häggman-Laitila, Salokekkilä and Karki, 2018). Customers before going anywhere
check review about company which is given by other company like TripAdvisor and customers
related to service, behaviour of staff, satisfaction of customers and many other things. If

company is not having good review, then customers are less likely to visit that place and it also
create impact on market image of company.
Role of grading, online reviews, grading
Online review, classification system and grading plays an important role for business as it
provides description about service, facility, quality, products, service and many other things to
customers. This allow customers to made good decision and better plan for hotel. Hyatt
International Hotel is one of organisation which has good review posted on sites like
TripAdvisor related to their facility, customer’s satisfaction and other things. This provide
assistance to increase loyalty of customers towards hotel. There are numbers of people who are
using social media through which they are connected various people. If a person is planning to
go anywhere, they are checking review of people related to their hotel.

Examination of organisation of front office function in variety of accommodation service
There are different function to be played by different people working in front office
department. Some of these function of front office department in Hyatt International Hotel are as
follows:
Functions Hotel Motel Resort
Reservation Reservation is one of
important function in
hotel business in
which employees
needs to deal with
Motel is like an hotel
but for motorists. An
individual can directly
go to the reception and
book a room in motel
Resort is like an hotel
it is an full lodging
facility. Where mostly
tourists or guest need
to reserve a room

various request sends
by customers for
booking
accommodation
service (Harkison,
2018). These request is
sending by customers
by using different
mode like emails,
telephone, website of
company and any
more.
without much
documents required
and little or no
questions asked. It
accommodates rooms
to every individual
overnight. They
basically provides
rooms at very cheap
prices. It focuses on
those people which
holds a low level of
income.
priorly in order to
avoid any issues later.
It is basically far from
cities for example like
in beach areas, sea
shores etc. They are
only for relaxation
purposes and if offers
luxury services to the
customers like
entertainment services
spa services etc. just to
engage peoples. So
that they can generate
more revenues.
Reception Reception is another
function of front office
department which is
dealing with guest
directly. These people
welcoming guest in
friendly and
professional ways.
This acquire important
information about
guest and also
assigning room to
guest.
The motels provide
reception in which the
individual discuss
about the room details
and the price factor.
Motels also provides
car parking facility in
which a person can
directly go to room
rather than going to the
reception.
The checking in of
clients is very royal
and formal. They
respect every guests
who avail their
services. The staff is
also very polite to
every other individual
in the resorts. Every
staff members gets the
right set of training in
order to provide best
service to customers.
Guest Service It is another function
which is provide
These motels provide
basic guests services
They welcome their
guest in very generous

customer good
experience in
hospitality industry.
These people help to
build good relation
between organisation
and its customers. It
also helps to improve
experience of
customers in stay in
hotels.
where an individual
gets facilities like
clean room, good
meals etc. They do not
offer luxury services
and charge a low
amount of money from
the customers.
and provide an
excellent customer
satisfaction in terms of
quality. Their services
are luxurious and
taking care of every
aspect of the
customers like food
quality cleans rooms
etc. All these services
are provided by them.
Discussion of key roles within front office department for organisation
There are different people working in front office department who has different roles and
responsibility in an organisation (Ivanov, Webster and Seyyedi, 2018). These people include
front office manager, reservation manager, reception manager, night audit manager, guest service
manager and many more. Some of roles and responsibility played by these people in front office
department are as follows:
Front office manager: Front office manager is a person who has responsibility for
making various supervisory decision related to front desk in a hotel. Other than this, front office
managers also need to maintain good occupancy in hotel. Front office managers in Hyatt
International Hotel needs to manage and providing training to their front office team. They
ensure friendly and professional behaviour with guest also needs to deal with guest in handling
their complaints.
Reservation manager: Reservation manager is one of manager who is responsible for
accepting request from guest for accommodation. Reservation manager are those employees who
is responsible for managing request and accepting or rejecting reservation request made by
different guest. Guest are using different modes for sending request including letters, email,
telephone and many more.
Reception manager: Reception manager is a person by providing direction and
leadership to team of reception (Kandylis,2019). This section is welcoming guest on their arrival

in and also procuring various important information from guest in order to complete registration
process. They also assign rooms to guest and also sending various notification slips to concerned
department.
Head Concierge: Concierge head is an employee who provide various information as
well as personalised services to their guest including dinner reservation, tour and travel
arrangement and obtaining tickets. These people player’s various roles like making reservation,
arranging transportation for guest and also providing information to guest relates to local places,
art show or photo exhibition.
Review of key roles found in housekeeping department in organisation
Housekeeping department is one of department which is in hospitality industry which has
responsibility related to aesthetic upkeep, cleanliness, maintenance of public area, rooms,
surrounding as well as back area (Kenesei and Stier, 2017). This department player’s various
roles and responsibility in Hyatt international Hotel which are mentioned below:
Managing HR concern: Housekeeping department is one of department which needs to
manage human resource concern as they need to maintain high turnover in organisation.
Executives of this department is recruiting and selecting various employees in order to have
employees to perform various task of housekeeping department. Executive of this department is
also responsible for providing training to employees in order to improve their work. They also
improve motivation of employees in order to enhance satisfaction.
Managing and forecasting of inventories: Housekeeping department needs to ensure
some inventories in organisation including towels, soap, shampoo, bad sheet, pillow and many
more. It is important to manage and forecast inventories for conducting smooth service in Hyatt
International Hotel. As it improves satisfaction of customers with company and as enhance their
experience.
Managing multicultural team: Housekeeping department also needs to manage
multicultural team as international organisation is hiring employees from different countries
which create problems of cross culture in organisation, so housekeeping department is managing
multi culture team in organisation of Hyatt International organisation.
Budget as well as control of expenses: Employees of housekeeping department also
needs to maintain budget for their department and control of various expenses of company

(Mackellar and Nisbet, 2017). They need to ensure optimal utilisation of resources in their
department and ensure there is no wastage of resource at hotel.
Assessment of importance of forecasting linen stock and other guest supplies in order to ensure
sufficient supplies to meet demand
Forecasting linen stock as well as other guest supplies in organisation is one of important
task for housekeeping department. It plays important role in business as it as it is important for
satisfaction of customers and also enhance experience of guest. These supplies include towel,
bedsheets, pillow, soap, lotion and many other things. It is important for various reason which
are as follows:
Increasing customer satisfaction: forecasting linen stock and other guest supplies is one
of important task as it helps to improve satisfaction of customers. With this forecast, employee of
hotel is able to provide necessary supplies to guest which is important for them to stay in hotel
rooms.
Improve brand image: Providing good service and other necessary supplies helps to
improve image of company in mind of customers. It improves customer’s satisfaction which
directly linked with image of brand. Increasing satisfaction of customers results in increase brand
image for Hyatt International Hotel.
Avoiding wastage: Forecasting linen and guest supplies helps to avoid wastage in an
organisation. Avoiding wastage helps to reduce cost of company which helps them to reduce cost
of company. Hence contributing in increasing the overall profits for the hotel. Even wasting of
food is not suggested for many hotels as their guests would not look at it as a positive element
and this would eventually result in damaging the brand idenity created by them.
Importance of guest supply- In the hotel it is important to maintain hotel guest suppliers
as they gives the customers a sense of fulfilment and good quality of stock is maintained by
looking after all the needs that a guest might need while his stay in hotel is provided like giving
them wifi, hair dryers etc. This helps in creating a unique image of the hotel. The helps in brand
building by delivering quality products and services day in and out. It is also important for
customer satisfaction as the hotel offers the products with basic amenities to guest such as linens,
pillows covers bathroom amenities etc.
Linen Inventory management: Linen management includes different linen which gelps to
maintain management of linen. There are different types of linen which are as follows:

Bath Linen: Bath linen is one of which includes towels, bath robes, napkins, bathmats,
shower curtains and many more.
Bed Linen: Bed Linen is one which consist bedsheets, protector, curtains, pillowcases
and many more.
Food and beverage Linen: Food and beverage linen is one of linen which includes table
cloths, runners, napkins, slip clothes, frills and many more.
Illustration interrelationships between housekeeping department within organisation
Housekeeping department is one of important department in hospitality business as it
involves with other department in order to maintain efficiency of work and also to meet
satisfaction of customers. There are various department in Hyatt International Hotel which helps
to ensure smooth operation. These department includes front office department, housekeeping
department, food and beverage department, sales and marketing department. All these
departments are working for common goals of Business and plays important roles but there is
interrelationship between these departments. Interrelationship between these department of Hyatt
International Hotel are as follows:
Housekeeping and Front office department: Housekeeping and front office department are those
departments who are inter depended on each other (Piat, Seida and Padgett, 2019) Housekeeping
department ensure cleanliness in Hyatt International Hotel and ensure space of front office is
always clean as it create good impression in minds of customers. Front office department provide
continuous information about booking of guest room so that housekeeping department maintain
room before arrival of guest.
Housekeeping and food and beverage department: Housekeeping department is also
interconnected with Food and beverage department which helps them to provide good service to
customers. Housekeeping department ensure proper satisfaction of demand and ensure guest
does not require anything. This department also ensure cleanliness in food section of hotel
which helps to increase satisfaction of customer.
Housekeeping and security- The housekeeping and security both are interrelated as
housekeeping personnel is required to report anything of suspicious nature or movement in hotel
immediate to security staff. It is also required to coordinate with anti-social activities in guest
room like gambling, smuggling etc. The security department in hotel is responsible for

conducting training sessions for handling of emergency situations of staff. In the hotel guest
room is private place which spends lots of money for ensuring privacy and security.
Showing how lack of coordination or communication between housekeeping and departments
leads to bad service delivery.
The communication is an organisation function which helps company to stay efficient
and productive. When interdepartmental communication is poor, the customer service is suffered
which leads to loss of customers. For example, if client is continuous receiving a bill for an
invoice that has already paid because the account receivable department is not making proper
communication with accounts payable which leads to business loss. The lack of coordination and
communication of housekeeping with other departments results in conflict which hampers the
productivity of an hotel and leads to less customer satisfaction (Pandey, Sahu and Joshi, 2022). If
the workers do not have good lines of communication with each other and management then
their loyalty and commitment to organisation is suffered which can leads to high turnover rate.
Examination of importance of scheduling maintenance or repair work to minimise disruption of
progress
Maintenance helps to enhance satisfaction of customers along with their experience.
Hyatt International Hotel is ensuring proper repair and maintenance to customers which provide
comfortable stay which helps to enhance experience of customers and also helps to enhance
experience of customers. It also helps to increase word of mouth marketing in which guest is
recommending their friends and family members about service of company. Scheduling repair
and maintenance is one of important thing which are as follows:
 Scheduling of maintenance and repairing helps Hyatt Hotel to manage their operation
effectively and also estimate system breakdown.
 It also helps to reduce additional cost of company and manage functionality in premises.
Scheduling repairing and maintenance helps company to increase satisfaction of
customers and also reduce probability of unexpected changes in room which helps to maintain
stability in process offer by company. Repairing work cannot be done in emergency and should
be done on regular basis which helps to reduce reservation of funds and also helps to reduce
problems. It also helps to increase effectiveness of premises by using certain practices and using
clinical equipment. It helps in reduced downtimes, fewer and lower costs, improved overall
workflows, higher productivity, decrease in spare parts etc.

Discussion of importance of security in organisation
Proper, effective as well as reliable workplace security for any organisation that facilitates
organisation to reduce the liabilities of compensation, social security expenses and insurance that are paid
by the organisation to their stakeholder. Hyatt organisation ensures various security measures within
organisation that enhances organisational brand image in market and attract customers as well. Respective
organisation maintains three major security issues in organisation such as staff safety, protection of data
and other confidential information and assets safety (Spenceley, Snyman and Eagles, 2019). It
facilitates organisation by avoiding risk at workplace and maintains effective working environment that
boost business performance and profitability. Security is very important aspect that helps Hyatt
organisation to protect business and its customer information from any external impacts.
Security is important for organisation to defend business against various security risk that impacts
business performance and functionality. It facilitates organisation through maintaining customers trust
and loyalty. Business requires high security aspects that help organisation to perform various operations
and activities in well-defined manner. If organisation involve various security measures in business
activities than it can response to threat in efficient manner. Respective organisation compile various
security such as access control, surveillance, alarm system and security lighting that protect and safeguard
employees as well as organisational assets and valuable information form damage, loss and theft.
Through maintaining security within organisation, It can attract customers and ensure business
sustainability in competitive business environment.
Assessing role maintenance plays within the accommodation services in ensuring overall guest
satisfaction.
For the accommodation facilities customer satisfaction is very important. For ensuring
customer satisfaction the services offered should not be interrupted and all machinery and
equipment needs to be in working condition. For such it is very important to carry out
maintenance work on plants and devices. The role of maintenance department in hotel is to
ensure that all facilities and equipments are need to be in good condition and functioning
smoothly. It also ensures the safety of all staff and guests within boundaries of establishments
and improves energy efficiencies (Agyeiwaah, 2019).

CONCLUSION
From above mentioned project report, it can be concluded that managing accommodation
service effectively enhance experience of customers. There are different size and scale of service
which includes work class service, mid-range service, budget and limited service. There is
various factor which create impact ion decision making of customers. These factors include
grading, classification system and review on website of company. Customers are more likely to
visit place here customer are giving good review about service of company. There are different
department in hospitality industry which plays important roles in managing accommodation
services. It includes front office department, housekeeping department, kitchen department and
many more. Front office department include different function including front desk, reservation,
guest service, reception and many more. Different people working in different function are
playing different roles which are important to manage and run organisation effectively.

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