Scale and Size of Accommodation Services in Hospitality Industry

This document discusses the scale and size of accommodation services in the hospitality industry. It explores various forms of ownership available to accommodation services and explains the roles of grading, classification, and online review sites in booking accommodation. The roles of front desk functions, housekeeping departments, and the importance of maintenance and security are also highlighted.

Managing
Accommodation
Services

Table of Contents
INTRODUCTION...........................................................................................................................1
LO 1.................................................................................................................................................1
P1) Discuss the scale and size of the accommodation service found in the hospitality industry.
................................................................................................................................................1
P2) Illustrate various forms of ownership available to accommodation services..................2
P3) Explain the roles that, grading, classification and online review sites play when potential
customers look for and book accommodation........................................................................3
LO 2.................................................................................................................................................4
P4) Role of front desk functions within a variety of accommodation services......................4
P5) Highlight key roles within the front office departments..................................................4
LO 3.................................................................................................................................................5
P6) Key roles found within the housekeeping departments...................................................5
P7) The importance of forecasting linen stock and other guest supplies...............................6
P8) Highlight the interrelations among housekeeping and other department.......................6
LO 4.................................................................................................................................................6
P9. The importance of scheduling maintenance or repair work to minimise disruption to
guests......................................................................................................................................6
P10. Importance of security within an organisation...............................................................7
CONCLUSION................................................................................................................................8
REFERENCES................................................................................................................................9

INTRODUCTION
Accommodation service is the fastest growing industry in the international market. It's
main motive is to provide their targeted customers effective services over the years so that they
can be bind for longer time duration (Buhalis and Amaranggana, 2015). On the other hand they
tend to provide best services to the customer in order to explore their business in the market.
Accommodation service provide several services like, from breakfast to lodging for their user.
For the completion of the report Marriott international hotel is selected. It is a diversified
hospitality firm that provide lodging facilities to their potential customers. This leading hotel is
suited in Bethesda, Maryland US. In the year 1927 this hotel stated providing its services to the
customer in the market. Here, report covers, accommodation size and scale that are found in this
particular sector. Front desk role in context of accommodation service is explained in order to
work on the loop holes if required. Additionally, role of facilities and security played in an
accommodation services identified.
LO 1
P1) Discuss the scale and size of the accommodation service found in the hospitality industry.
In the competitive era hospitality industry is stated as, vast group of businesses that
provide services to its targeted customers. Hospitality industry core motive is to provide high
quality service and to enhance the experience of individual. On the basis of star rating hospitality
industry size and scale is ascertained. The star rating describes depicts the quality of services
provided by the hotel (Christou and Nella, 2016). The size and scale of the business is illustrated
as under:
Mid range hotel: It is the best combination of value of money hotel. This is because it
provide big rooms facility than budget hotel along with additional facility and services. On the
other hand by providing better bar, ambience, swimming pool facilities hotel is able to meet the
emerging needs of the customers. For example: In London, La Suit hotel is mentioned as mid
range hotel as it provide free Wi-Fi and other facilities to their targeted customers.
Budget hotel: In this type of hotels rooms and food are available in very low cost.
Budget hotels are of low category of hotels are well-known for providing the basic facilities like,
telephone service, daily room service and mineral water. Example: Central London Hotel is
1

classified under budget hotel beachside it offers all the basic requirements and facilities like mini
bar to the client..
Luxury hotel: In the open market place this type of hotel provide easy and comfortable
services to the customers. They are 5 star hotels and well known for its easy planning for
booking option. Across the globe there are many 5 star hotels such as, Airbnb and Hiltion who
are successfully meeting the expectation level of the customers in every possible way. However,
well trained employees are there with the organization so as to facilitates consumers (Common
and Mellon, 2016).
P2) Illustrate various forms of ownership available to accommodation services.
The different forms of ownership available to accommodation services are explained as
under:
Chain hotel management: It is part of that particular hotel which is owned and operated
by same owner. Chain hotel are identical in nature but are placed in different location. For
example: Marriott is having its branches worldwide in order to capture large market ratio.
However, star rating, online comments, classification systems, facilities and so on plays a
significant role when target customer visit their websites or look for booking the
accommodation. All the decision in context of the hotel betterment are taken by the owner
themselves as well as they have the authority to run the hotel on their own norms.
Independently owned properties: In the global market this type of business is operated
independently and freely by the owner itself. Other proprietors are not allowed to use their
companies name in any manner without their permission. For example: Independently owned
properties is Ibis hotel chain that has chain of hotel in numerous nation. The hotel working
structure is flexible and can easily mould themselves according to the changing environment in
order to full the expectation level of the customers on priority level (Ho, 2017). On the other
hand Marriott is independently owned chain of hotel whose decision related to business growth
and expansion are taken by the owner itself.
Franchises: Through this right and authority to given to the entity to use their companies
brand name for particular time period. Organization does this in order to grow the bushiness in
the market as well as to raise the sales volume of the company as compare to rivalry ones. The
distribution of goods and services are done with the help of licensing relationship so that in the
up-coming years conflict does not take place. Franchises provide strong and effective portfolio to
2

the hotel so that they can acquire large market ratio in short time duration. The positive aspects
of franchisor is to build chain of hotel in order to raise the profit maximization ratio of the hotel.
P3) Explain the roles that, grading, classification and online review sites play when potential
customers look for and book accommodation.
In the internation market categorization of hotel is done on the basis of their quality of
services and their grading scale which is given by the customers who has visited the hotel earlier.
There are ample number of grading or rating scale which is used by hotel industry across the
globe in order to understand the market position of the hotel (Ionel, 2016). Here, 1 star rating
means limited facilities and are ranked in budget range hotel where basic need are offered to the
customers. On the other hand 3 star hotel provide higher facilities and spacious public area as
compare to 1 star rating hotel. Whereas, 5 star hotels are classified as luxury hotel and tend to
provide best quality services to the customers so as to improve the experience of the visitor in
the hotel. On the other hand the another grading process is through AAA. They are affiliated
bodies and diamonds are used to rank the hotel despite of star mark to show the ranking of the
hotel in the global market.
Impact of online review sites:
In the era of modernization customers more believe on the comments which are shared in
the feedback section of the hotel. It can be said that online review regarding the hotel services
and facilities is more important for customers. This is because by overlooking the comment they
decide weather to visit the hotel or not. For example: in the open market place there are several
sites like, TripAdvisor and online travel agencies which are, Expedia are putting there faith in the
feedbacks of the hotel at the time of booking the hotel. Marketing and advertisement are less
effective to build trust in the eyes of the customers reading the hotel services but online review
creates a great impact on them.
Feedbacks, review and complaints are responsible to build both positive and negative
impact on the customers in context of the hotel. It is difficult to mange and tackle the online
review because negative image impact the business growth and development tremendously in the
international market. If the feedback is in positive organization's reputation and market share
raises rapidly. As well as large number of customers are attracted towards it to enjoy the services
and facilities provided by them. While, negative review cut-down the market share slowly in the
market.
3

LO 2
P4) Role of front desk functions within a variety of accommodation services
In any organization front desk a significant role because they directly communicate and
deal with the customers. It can be said as they are the real face of the organization. The role of
front desk in hospitality industry are elaborated as under:
Reception: It is the area where booking of customers are confirmed and other services
regarding the hotel are provided to the customers in order to stimulate them to be the part of the
hotel. Front desk is the most important part for Marriott because all the daily basis activities are
tackled and managed and managed by person sitting on receptionist desk. Distinguish roles and
responsibilities are performed by receptionist which are, booking rooms, checking in and out,
receiving calls from the client, solving the issues of the customers and many more task are
performed by them (Kenway and Lam, 2016).
Reservation: Front desk does reservation of the customers requirement. Confirmation of
the reservation is done from the client provide positive indication to the hotel and further
process is carried out accordingly. After this management gets enough time to arrange all the
resources as per the customers expectation level in order to provide them complete satisfaction
for their value of money. By doing so trust and faith of the consumers can be gained easily and
they are pushed to visit the hotel again and again.
Night Audit: Customers check in and check out at any time as well as pay their bills
either through cash or cards. In hotel night audit is done in order to check the working procedure
of the organization as well as to have knowledge regarding the revenue heads. However, to be
precise hotel night audit examine and closes regularly cash in flow and outflow so that proper
record can be mentioned till the end of the month. Along with this room status is checked so that
improvements can be done immediately.
P5) Highlight key roles within the front office departments
The various roles played within the front office department are explained as under:
Guest service manger: In hotel guest manger is accountable for managing and tackling
the guest as well as the front office operations. It is their duty to revert back on the feedbacks
given by the customers in order to assure them that they are valuable assets of the hotel. In hotel
4

Marriott the guest manger monitors all the activities and facilities from spa operations to valet
services. In order to prove best services to the customers.
Reception manger: The most import role is played by the receptionist because they are
real face of the hotel and are accountable to build positive image in the eyes of the customers.
Marriott has experience receptionist who is capable enough to deal with the customers quarrier
who visiting the hotel. Apart from other responsibilities which are performed by them are
attending client calls, providing them sufficient information to the customers, solving their issues
regarding the hotel booking and so on (Manners and Kruger, 2015).
Head Concierge: It is accountable to assist group members to upgrade the overall guest
experience. This is their prime responsibility as Concierge. The responsibility of building
positive image in the eyes of the customers is done by the manger of the Marriott. So it is very
important that all the work are completed according to the standards of the hotel.
LO 3
P6) Key roles found within the housekeeping departments
The roles and responsibilities of Executive Housekeeper are as follows:
 All the cleaning functions in the hotel are carried out by the housekeeping department.
The executive housekeeper is accountable to make sure the the room is cleaned and well
arranged again after the guest leaves the room. It involves, changing of flowers,
bedsheets, cleaning of carpets and many more (Temple P and Kersh, 2016).
 Housekeeper role is to keep the hotel atmosphere appealing so that comfortable and best
customer experience can be given to them when they are visiting hotel Marriott.
 Lobby, hallway, rooms and conference rooms are cleaned with the help of vacuum them.
All theses are included in work description of housekeeping.
 The responsibility of hiring skilled housekeeper is in the hands of executive housekeeper
so that proper cleaning of the hotel can be done. Proper training are provided to the
recruited candidate by the executive housekeeper sp that they can perform their job roles
more perfectly.
Structure of the Housekeeping departments:
Executive level: Recruiting of staff members are done by executive of the hotel. Apart
from this tracking the regular activities related to operational are checked so as to provide them
5

better service to the customers (O'Cass and Sok, 2015). Additionally, regular training is given to
the staff members so as to achieve the quality standards of the hotel.
P7) The importance of forecasting linen stock and other guest supplies.
The importance of forecasting linen stock and other guest supplies are illustrated as under:
Budget control and expenses: Budget control can be estimated by doing proper
forecasting of the expenses that covers particular area expenditure and buying of goods and
service. This is because it improve cost and productivity of the hotel to a large extent. On the
other hand security matters a lot for Marriott so housekeeper must be loyal to attain set aims
effectively.
Hotel synergies: The actual forecast is lacking behind because commercial strategies are
not farmed properly. Effective planning in context of stock should be done. This covers cleaning
supplies, linen, guest obligation in order to keep providing better services to consumers.
P8) Highlight the interrelations among housekeeping and other department
The correlation among housekeeping and other departments are as follows:
Housekeeping and security department: Security department main purpose is to hold
back dignity in the hotel premises. The responsibility of security personnel is to tackle with the
issues related to fire and theft (Suhartanto, 2015). However, the security division supply data
regarding lost property. Moreover, distinguish training sessions are provided to the customers in
regards of security drill so as to enhance the skills of security personnel.
Housekeeping with food and beverage department: In hotel food and beverage
department plays a critical role. This is because rating or grading of the hotel is done on this
basis. Marriott have proper communication channels as to provide timely food and beverages to
guest in the specified time duration. Apart from this housekeeping have the responsibility to keep
the kitchen area clean in order to provide hygienic food to respective user.
LO 4
P9. The importance of scheduling maintenance or repair work to minimise disruption to guests.
Maintenance department of Marriott plays one of the essential function which is
increasing efficiency of building. With the help of these actions experience of guests towards
Marriott can be improvised and this lead to increasing the market image (Perić and Wise, 2016).
With the key objective to enhance the experience of hotel guests, the areas like hotel rooms,
6

guest rooms and those common areas which are used by everyone are supportive system for
Marriott. For the five star hotel like Marriott all the electronic gadgets like AC, lights and
television is required to be tested on regular basis so that to provide up to date facilities to the
customer otherwise this may create an adverse image of the hotel.
The most usual problem of managing a hotel are electricity power cut, software or
computer breakdown, interruption in WIFI and mismanaged services of housekeeping. Manager
of Marriott is responsible to check all these things so that stay of any guest does not get
hampered by interruption in some of the services. In order to avoid suchlike inconvenience by
guest the manager of Marriott is required to have some defensive services of maintenance so that
seamless services can be rendered to guests. Defensive services includes all those software,
critical systems and equipments which are helpful in contingency time. This assist Marriott in
minimising unnecessary expenses which makes positive impact on the mind of their guests
(Ragab and Meis, 2016).
P10. Importance of security within an organisation
A guest is having a perception that in the hotel which they are staying is safe to keep their
stuff and belongings. Similarly this is important to protect the belongings of the guests by hotel
staff. It is essential for Marriott to have advanced camera system and fire alarms at the places
where guests keep their stuff in order to safeguard guests belonging and the building as well. The
management department of Marriott is required to put risk assessment securities plans so that to
protect their guest from any sort of murder, health hazards and intoxicated food poisoning.
The lobby of a hotel is supposed to design in such a manner so that there is no
vulnerability for the employees of front desk. The design should be simple so that the route of
the guest room is pass through front door so that to avoid any inconvenience. The hotel is
required to give locker facility, secured place to keep their luggage and belongings to their
working staff and employees in order to avoid any uncertainty and risk. Technological advanced
key card access should be provided to the guests so that to enhance the system of security and
safety in the hotel. On the other hand the hotel management is required to recruit security guards
so that to provide security to guest and hotel for 24*7. Appropriate security camera system
should be installed so that to have control on entry of criminals and unwanted visitors in the
hotel premises. Metal detectors ad biometric readers should be installed at the frontier of the the
hotel which is helpful in minimising the chances of theft (Schuklenk and Smalling, 2017).
7

CONCLUSION
From the above report it can be concluded that in order to meet the expectation level of
the customers in the hospitality sector innovation in their goods and services is must. By making
changes in their existing services hotel industry is able to bind loyal customers for longer time
period. Front desk employee should be highly skilled and experienced because it is the real face
of the organization as well as are accountable to build positive image in the eyes of the
customers. The size and scale of accommodation services are ascertained within hospitality
industry so that effective services can be provided to them. Apart from this various roles of
housekeeping department are explained so that necessary changes can be done.
8

REFERENCES
Books and Journals
Buhalis, D. and Amaranggana, A., 2015. Smart tourism destinations enhancing tourism
experience through personalisation of services. In Information and communication
technologies in tourism 2015 (pp. 377-389). Springer, Cham.
Christou, E. and Nella, A., 2016. Web 2.0 and pricing transparency in hotel services. In Social
media in travel, tourism and hospitality (pp. 155-170). Routledge.
Common, R., Flynn, N. and Mellon, E., 2016. Managing public services: Competition and
decentralization. Elsevier.
Ho, V., 2017. Giving offense and making amends: How hotel management attempts to manage
rapport with dissatisfied customers. Journal of Pragmatics. 109. pp.1-11.
Ionel, M., 2016. Hospitality industry. Ovidius University Annals: Economic Sciences Series.
1(1). pp.187-191.
Ionel, M., 2016. Hospitality industry. Ovidius University Annals: Economic Sciences
Series. 1(1). pp.187-191.
Kenway, S. J. and Lam, K. L., 2016. Quantifying and managing urban water-related energy use
systemically: case study lessons from Australia. International Journal of Water
Resources Development. 32(3). pp.379-397.
Manners, B., Saayman, M. and Kruger, M., 2015. Managing a live music performance: A
supply-side analysis. Acta commercii. 15(1). pp.1-11.
O'Cass, A. and Sok, P., 2015. An exploratory study into managing value creation in tourism
service firms: Understanding value creation phases at the intersection of the tourism
service firm and their customers. Tourism Management, 51, pp.186-200.
Perić, M., Đurkin, J. and Wise, N., 2016. Leveraging small-scale sport events: Challenges of
organising, delivering and managing sustainable outcomes in rural communities, the
case of Gorski Kotar, Croatia. Sustainability. 8(12). p.1337.
Ragab, A. M. and Meis, S., 2016. Developing environmental performance measures for tourism
using a Tourism Satellite Accounts approach: A pilot study of the accommodation
industry in Egypt. Journal of Sustainable Tourism. 24(7). pp.1007-1023.
Schuklenk, U. and Smalling, R., 2017. Why medical professionals have no moral claim to
conscientious objection accommodation in liberal democracies. Journal of medical
ethics. 43(4). pp.234-240.
Shanks, E., 2016. Managing social work: Organisational conditions and everyday work for
managers in the Swedish social services (Doctoral dissertation, Department of social
work, Stockholm University).
Suhartanto, D., 2015. Managing guest as an asset: A conceptual review in the context of
accommodation services. Turizam. 19(4). pp.183-192.
Temple, P., Callender, C., Grove, L. and Kersh, N., 2016. Managing the student experience in
English higher education: Differing responses to market pressures. London Review of
Education. 14(1). pp.33-46.
9