Managing Accommodation Services In The Hospitality Industry Assignment

Managing
Accommodation
Services

Table of Contents
INTRODUCTION:..........................................................................................................................1
TASK 1............................................................................................................................................1
P1 Identify the scale and size of the accommodation services found within the hospitality
industry...................................................................................................................................1
P2 Explain the different forms of ownership available to accommodation services.............5
P3 Discuss the role that, grading, classifications systems and online review sites play when
potential guest look for and book accommodation.................................................................7
TASK 2...........................................................................................................................................9
P4 Explain the organisation of front office functions within a variety of accommodation
services...................................................................................................................................9
P5 Discuss the key roles within the front office department for a selected organisation ....10
Front office manager: .........................................................................................................10
CONCLUSION ............................................................................................................................10
REFERENCES..............................................................................................................................12

INTRODUCTION:
Housekeeping department plays an important role and are an integral part of any hotel as
to satisfy every basic and luxurious need of guest. Housekeeping department benefits hotel to
gain more goodwill in market and success. Good housekeeping acts as a foundation of every
hotel as it engage in providing vital facilities related to health and safety of guest, visitors and
staff. Present report has been conducted on Marriott hotel which is a multinational and leading
hospitality company. Hotel was established by J.Willard Marriott in the year 1972 and
headquarters in Maryland U.S. In this report discussions have been made on size and scale of
accommodation services in addition with different types of ownerships that are available in
accommodation services. Furthermore, roles and responsibilities of front office department along
with main contribution of housekeeping department has been included. Lastly, basic necessities
and other guest supplies in order to fulfil basic requirements of guest has been included.
TASK 1
P1 Identify the scale and size of the accommodation services found within the hospitality industry
UK is given the best countries for investment in hotel industry by United Kingdom index. A
good hospitality is provided to customers in UK hotels.
1. This analysis covers a sample of 649 hotels across the UK
UK Hotels CAGR
2012 2013 2014 2015 2016
Occupancy 74.4 76.5 77.6 78.4 77.8
Year-on-year growth (%) 2.80% 1.40% 1.00% -
0.80%
1.1
AARR 89.22 88.8 91.55 95.8 97.28
Year-on-year growth (%) -0.50% 3.10% 4.60% 1.50% 2.2
Rooms Yield 66.4 67.96 71.03 75.08 75.64
Year-on-year growth (%) 2.30% 4.50% 5.70% 0.70% 3.3
1

Fig : Performance of UK Hotels for the year 2012-2016
Interpretation: In 2016, the daily rooms yield for the UK rose by 0.7% to £75.64. The
marginal growth experienced by hotels in the UK was down by 0.8% to 77.8% and a small
increase in AARR, up by 1.5% to £97.28.
2. Summary performance of London Hotels for the year 2012-2016.
London Hotels CAGR
%(2012-
2016)
2012 2013 2014 2015 2016
Occupancy 81.4 82.8 82.6 82.8 81.6 0.1
Year-on-year growth (%) 1.80% -0.20% 0.20% -1.40%
AARR 89.22 88.8 91.55 149.7 151.45 0.5
Year-on-year growth (%) -0.80% 0.90% 0.90% 1.10%
Rooms Yield 120.65 121.75 122.61 124 123.58
Year-on-year growth (%) 0.90% 0.70% 1.10% -0.30%
2

Interpretation: London hotels’ performance remained flat during 2016. Occupancy was
down by 1.4% to 81.6%. The modest increase in AARR, up by 1.1% to £151.45. The rooms
yield marginally down by 0.3% to £123.58.
3. Performance by hotel category segment.
Segment (AARR) 2012 2013 2014 2015 2016
Deluxe (>£150) 4.50% 0.10% -1.80% 0.80% 1.60%
Superior deluxe (>£200) 5.90% 0.10% -3.30% -1.50% 4.10%
International deluxe (£150-
200)
1.70% 0.40% 1.40% -0.80% 4.70%
First class (£100-150) 3.20% 1.90% 2.80% -2.30% 0.00%
Business class (£75-100) 1.10% 3.50% 4.10% 6.60% -14.00%
Tourist (<£75) -4.70% 1.70% 9.90% 7.50% -1.50%
Town house/boutique (>£100) 3.00% 2.00% -0.50% 4.10% 7.90%
3

Interpretation - 2016 was a positive year in terms of AARR growth for both London
and the regions. Town house and boutique hotels experienced rooms yield up by 7.9% and
AARR (up by 6.2%) and business hotel rooms yield got down of 14.0%
4. Mid market rooms yield growth rate for regional hotels.
Rooms yield growth regional hotels
Segment(AARR) 2012 2013 2014 2015 2016
4

Country House
>£80 2.10% 6.00% 5.50% -0.90% 1.00%
£70-£80 0.20% 4.00% 8.40% 7.00% 4.70%
£60-£70 1.40% 3.80% 9.20% 5.90% 6.40%
£50-£60 2.20% 2.80% 10.70% 8.50% 7.70%
<£50 - 4.10% 5.00% 17.90% 14.00% 5.30%
Interpretation- The regional market painted a more positive picture with all segments
experiencing a robust performance. The mid-market segments experienced the highest growth with
rooms yield up by 7.7% for £50-£60 hotels and up by 6.4% for £60-£70 hotels.
P2 Explain the different forms of ownership available to accommodation services
Types of Ownership/
Purchase method
Description Advantages Disadvantages
5

Sole Trader Business run by sole
individual is known as
sole proprietorship, in
this sole trader is
formally and legal
responsible for overall
aspect of business
organisation and are
liable to bear risk and
profit.
In sole proprietorship,
sole trader fully enjoys
the right to make
decisions without any
interference and have
full control on overall
business aspect. They
have advantage to
enjoy all profit.
Sole trader faces many
difficulties to raise or
add additional fund in
their business
structure. In addition
to this, sole trader find
difficulty to judge their
business decisions as
business is wholly
depending on this
factor.
Association Association is a
combination of group
of individuals who
have come together for
a common interest. For
example, society or a
club.
Association offer
various advantages
such as arranging
dinner and other
special events for
association members
in which they get
chance to enjoy and
meet with peer
entrepreneurs.
In an association there
is a disadvantage in
which all members in
an association are
responsible to bear
debt.
Partnership Partnership is form of
business type in which
there is a formal
agreement in between
two or more than
individual.
It will offer numerous
advantages as in
partnership there are
more than one head
which results in
generating more
business opportunities
and also it offer low
start up cost.
In partnership every
individual is liable to
bear risk as per
according to divided
share in a partnership
agreement.
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Purchase Options
Purchase method Description Advantages Disadvantages
Family Loan Borrowing capital or a
sum of fund from
family member is
known as family loan.
Family loan provide
advantage to repay the
loan amount with less
rate of interest as
compared to bank and
other financial
institutions.
This will result in
creating a unhealthy
form of relationship
between family
member as if borrower
didn’t pay the loan or
any other issue.
Bank Loan It is the most effective
and one of the
common form to take
capital as in the form
of loan. It is a medium
which provide loan for
long term.
Major advantages of
bank loan include, low
rate of interest rate. In
addition to this, it also
benefits in building
effective relationship
with professional
banker which will aid
in future.
There is a serious
disadvantage of bank
loan which is lengthy
and long paper work
and long hour of
waiting time. In
addition to this
borrower is required to
make strong credit.
Franchise It is mainly a business
opportunity in which a
person is legally
authorised to use other
individual name, idea,
process or business.
Person who is utilising
someone else name or
idea is known as
franchisee.
This type of business
type have high rate of
success as compared
to business start-ups.
The major
disadvantage of
franchise is that bad
performance done by
franchises
automatically affects
original idea, venture
or person reputation.
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P3 Discuss the role that, grading, classifications systems and online review sites play when
potential guest look for and book accommodation
Every individual have different set of preferences and taste. When a consumer made
booking in any accommodation they have their separate requirement and need which they expect
from a hotel to be fulfilled. It is important for a hotel to take care of their guests needs and
evaluate the type of services they are getting in hotel. In addition to this, it is the basic
responsibility of hotel staff to have proper idea of the services they are offering to their clients. In
addition to this, in this digital world individual set their perceptions by judging hotel as per their
online review. Mentioned below there are some certain benchmarks which mainly regulates
classification, grading and online review:
Basis Description Example
Essential A consumer evaluate all
factors before they book
accommodation in a hotel.
There are numerous factors
such as condition and facilities
of room, behaviour of hotel
staff, hygienic condition of
room and other essential
things.
Hotel provides comfortable
furniture and bed facilities to
their guest. In addition to this,
they have friendly staff.
Basic Marriott hotel is required to
provide basic facilities such as
meal, lighting and water to
their guest. They need to take
care of overall meal services
which are provided by them to
costumers in effective manner.
And ensure that all those
facilities rendered by them is
Hotel provides snacks in their
waiting area for every guest
and has attractive lightning and
water drinking system.
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in proper manner.
Nice-to-have One of the most attractive
thing which attract consumer
attraction towards Marriott is a
wonderful welcoming smile
form their staff members. They
show the real care which wins
heart of every guest in
remarkable manner.
Staff members welcome every
guest with a bright cheerful
smile. Hotel provides free Wi-
Fi services to their guest.
Luxury Marriott hotel provide
magnificent secure
environment especially for
their female guests.
Hotel provide highly secure
environment for single female,
in addition to this they have
separate spa and parking area
of luxury cars.
Hyper-luxury Marriott hotel effectively
provide numerous attractive
services to their guest just after
they arrived in hotel entrance.
Hotel offer top-notch treatment
to their guest after every check
out. Marriott have their
separate golf course which
attracts wide range of guest
attention.
Hotel gave separate
personalised kitchen and bar
zone in which consumer get
beverages as per their wish.
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TASK 2
P4 Explain the organisation of front office functions within a variety of accommodation services
Reception area is known as front office, at this place guest get welcomed when they first
enter into a hotel premises. It is the first place in which guest made their first interaction with
hotel staff. Mentioned below there are certain departments in which front office divides:
Sections of Front office Description Equipment
Reservation Reservation of potential guests
takes place in this section.
A telephone is provided for
talking to customers and
solving their query.
Reception This section takes care of check
in of guests and assigning their
names into facilities and solves
their queries throughout stay
period.
In the premises of reception
equipments use in this include,
fax machines, printer and
computers.
Concierge It comprises of a multi-tenant
building like an apartment or a
hotel in which guest are being
welcomed. In this, in charge
can be maintained in the form
of late night shifts by security
guards.
Basic equipments that are
being utilized in this area,
luggage and trolley bags.
P5 Discuss the key roles within the front office department for a selected organisation
Front office manager:
Individual authorised as an in-charge of the front office department are responsible to allot
resources to each and every department in effective manner so to accomplish business objectives
in effective way. Main responsibility of front office managers is to properly supervise and make
sure that operations of departments are conducted in smooth and efficient way.
Reservation manager:
10

In relation to this, reservation is done to book an accommodation in a hotel for a specific
period of time. This section does not make direct connections with guest. It is the basic
responsibility of reservation manager to have adequate and proper knowledge of reservation
system and provide updated information to guest who includes related information of prices and
tags.
Guest service manager: Basic responsibility of guest manager is to manage letter, couriers and
guest mail in proper manner. It is the main responsibility of guest service manager to deliver
guest message in right time and in right place. They are required to maintain regular suggestion
cards and complaints register.
Night audit manager: Night audit manager perform their activities in night hours and have rigid
typical responsibilities to provide proper security during night hours. It is important for a night
management to measure every aspect of security in hotel in night period.
CONCLUSION
As per the above mentioned report, it has been concluded that housekeeping department acts
as a very important factor in every hospitality industry as it effectively contributes their
importance in hotel to gain more goodwill. In this report importance and functions of
housekeeping is mentioned which is important for every hotel industry to take care of as to
satisfy need of their guest in best effective way. In addition to this, project includes all basic
types of amenities which are required for housekeeping department to provide to their guest.
While to conduct all these functions in effective manner it is important for housekeeping
department to maintain a sound relationship with other department as to perform their roles and
responsibilities in effective way and help hotel to gain more growth opportunities.
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