Hotel Hilton Security Measures and Housekeeping Roles

This report discusses the significance of hotel security measures and housekeeping roles in the hospitality industry. It highlights the various reasons for hiring a professional security firm, including preventing property damage, limiting crimes, protecting staff and guests, helping trained staff with safety measures, emergency responses, monitoring key card access, and ensuring guest and luggage safety. The report also concludes that different sizes and scales can be found in accommodation of hospitality industry functions, and that housekeeping plays a significant role in hotels like Hotel Hilton by achieving their goal and delivering best services to guests.

MANAGING
ACCOMMODATION
SERVICES

Table of Contents
INTRODUCTION...........................................................................................................................1
LO 1.................................................................................................................................................1
P1. Identifying the scale and size of accommodation services within hospitality industry........1
P.2 Explaining different forms of ownership available to accommodation services..................5
P.3 Discussing the role that grading, classification systems and online review sites play when
potential guests look for book accommodation..........................................................................6
LO2..................................................................................................................................................9
P4. Explaining the organisation of front office functions within a variety of accommodation
services........................................................................................................................................9
P5. Discussing the key role within the front office department for hotel Hilton......................10
LO3................................................................................................................................................11
P.6 Reviewing the key roles founded within the housekeeping department in Hilton.............11
P7 the importance of forecasting the linen stock and other guest supplies to ensure adequate
supply to meet the demand........................................................................................................12
P8 importance of interrelationship between the housekeeping and various other key
departments in organisation to provide quality provision and services....................................12
LO4................................................................................................................................................13
P9 importance of scheduling maintenance or repair work to minimise the disruption to the
guests.........................................................................................................................................13
P10 importance of security with organisation...........................................................................14
CONCLUSION..............................................................................................................................14
REFERENCES..............................................................................................................................15

INTRODUCTION
Hotel accommodation services are mainly referred to as integral part for any organisation
because through entity reflects its effective services against customers. Thus, this report will
articulate scale and size of accommodation services in hospitality industry with its different
forms of ownership. Further, discussion will be developed on role that grading, classification
systems and online review sites play when any guest book for the accommodation. Other than
this, discussion will develop on the key roles within front office department for hotel Hilton.
Moreover, this report will also articulate the key roles which is found within housekeeping
departments and the importance of forecasting lines stock and other guest supplies for ensuring
adequate supply to meet demand. Chosen organisation in this file is hotel Hilton which is a
global brand and mainly deals in full service hotel and resort.
LO 1
P1. Identifying the scale and size of accommodation services within hospitality industry
Number of room occupancy by month 2018:
Number of hotel Quantity (2018)
Jan 65.00%
Feb 74.00%
Mar 75.00%
April 77.00%
may 79.00%
June 82.00%
July 86.00%
August 83.00%
Sep 84.00%
Oct 83.00%
Nov 79.00%
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Dec 72.00% (England Occupancy Survey, 2019).
From the above graph it is stated that in the month of July 2018, there is more room
occupancy in the hotel industry of UK that is 86% after that it has lot more occupancy in the
month of September which is 84% but it is analysed that hotel occupancy is good throughout the
year in hotel industries.
Number of bedroom occupancy in England:
2017 2018 2019
Jan 45.00% 45.00% 45.00%
Jan YTD 45.00% 45.00% 45.00%
Weekday 40.00% 41.00% 41.00%
Weekend 55.00% 56.00% 56.00%
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From the above graph it is interpreted that in weekends there is high bedroom occupancy
which has increased throughout the year. In 2017, it is 55%, in 2018 it is 56% and in 2019 it is
56% which means that in weakened there is most of the bedrooms get occupied.
Demand and supply of room:
2017 2018 2019
Room supply 1.60% 1.80% 2.20%
Room demand 4.70% 2.40% 2.70%
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From the above graph it is analysed that demand of room is more than the demand of
supply in England which means that the business of such industries are rising day by day because
of availability in rooms get shortage. High demand of 4.70% has been analysed.
Room occupancy by number of rooms
Room occupancy 2017 2018 2019
1-25 rooms 60.00% 60.00% 59.00%
26-50 rooms 60.00% 61.00% 61.00%
51-100 rooms 62.00% 63.00% 63.00%
101+ rooms 65.00% 66.00% 66.00%
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Above graph indicate that there is constant occupancy of all types of room in England
that is it between the 60-65% approx.
P.2 Explaining different forms of ownership available to accommodation services
Different forms of ownership include:
Privately Owned Hotels (sole trader):
It is the form of hotel under which only one person or company get involved but there
may be several types of investors available in this ownership model (What are the different types
of hotel ownership, 2018). Generally, owner have the autonomy regarding all the management
decision of the hotel.
Leased Hotels:
This is the type of hotel in which private owner of hotel leases its property to corporation
or to a chain. Here, lessee will be responsible for all the types of finance transaction of the hotel.
Owner need to pay fixed rent which is generally a safer cause (Lo and Yao, 2019). The only
problem is that if hotel does poor performance then hotel receives less money.
Managed Hotels:
This is the form where owner invest in a property of hotel but it only has limited or no
experience in the field of hospitality where owner hire the management company for developing
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effective business operations and services to its guests. Owner needs to suffer from the financial
obligation in their day-to-day operations in regards with salaries and maintenance.
Franchises:
According to a statistic, it is analysed that there are generally three quarter of hotels
which are in the form of franchises. Here, ownership only needs to pay a fee to regional or
national chain in regards with using their logo in business market (Melián-González and
Bulchand-Gidumal, 2016). This is the safer business from above all business, travellers generally
get attracted because of its qualities and amenities which offered by brand. The only problem is
that if the image of chain suffer, then whole business also gets suffered.
P.3 Discussing the role that grading, classification systems and online review sites play when
potential guests look for book accommodation
The role that grading, classification systems and online review sites play when potential
guests look for book accommodation justifies certain points which include essentials, basic, nice-
to-have, luxury and hyper luxury under which some services needs to be included by hotel
management are as follows-
Particulars Services Description
Essentials  Adequate safety and
security.
 Internet
 Cleanliness
 Each guest have some
form of expectation
with hotel regarding
diligent safety and
security measures.
 In hotel, official
working visitors are the
most because of which
hotels needs to offer
high level of
connectivity and
flexibility (Nieto-
Garcia and et.al.,
2019).
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 Cleanliness is the
absolute must where
hotel needs to maintain
the highest level of
cleanliness standards,
offering clean public
spaces, bathrooms etc.
 The internet connection
is not well as the
location of the rooms
are not effective for
internet connection.
Basic  Lightning
 Bathroom plumbing
 Check in/Check out
 This is the most basic
issue in lot of hotels
where hotel needs to
provide adequate
lighting in room which
is from bathroom to
bedside lamp.
 Concern regarding
bathroom is the must
among guests where
there must not be a lack
of water flow.
 The flowy taps lards to
wastage of water.
Effective actions must
b taken.
 Clear direction
regarding check in/out
needs to be explain to
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customers when they
enter the hotel or they
visit the lobby.
Nice-to-have  Extra towels, blankets
and pillows.
 Waste-basket
 Iron
 It is true that everyone
has different need
regarding separate face
towel, blankets etc.
thus, customers feels
good when they
develop such nice-to-
have things (Mellinas,
Nicolau and Park,
2019).
 It looks good if hotel
provide some extra-
waste basket to visitors
by which they did not
have wonder on putting
those baggage stickers
and any waste thing.
 Iron also comes under
the nice-to-have things
where working people
mostly feels good
(Faisal, 2018).
Luxury  Breakfast and meals
anytime and anywhere.
 Swimming pool
 Pick up/drop off
service
 It feels great when
hotels provides
throughout the day.
 Swimming pool is the
most attractive thing
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among guests. They
feel relax and good and
visit again with such
services.
 The pool water is not
hygienic for the health
and safety of the
customers which may
reduce the customers'
attention towards the
hotel.
 Pick up and drop
services are most
effective because
customer did not want
to go to places which is
far away from the city.
Hyper-luxury  Chauffeur check-in  Nowadays, this is the
most attractive hyper-
luxury service where
hotel offer check-in
process in car already
before visiting the
hotel.
LO2
P4. Explaining the organisation of front office functions within a variety of accommodation
services
Area Description Equipments
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Reservation Here, reservation manager is in
position which may be found
in larger lodging
establishments. Such person is
responsible to manage
incoming requests for rooms
and will notify them special
requests for services.
 Telephone
 Internet
 Notepad
Cashier Here, the role includes
processing guests checkouts
and to provide the change for
guests.
 Computer
 credit/debit card
machine
 stationery items like
pen
 printer
Telephone operator The role of person is to deal
with registered guests queries
and management of staff at
moment's notice.
 Telephone
 computer
Night operator The role of such person is to
balance daily financial
transactions. He/she must need
to have good knowledge of
accounting (Dinh, 2018).
 Computer
 pen
 paper
Desk clerk He/she has to perform multiple
duties such as reservation,
registration and sometimes
they need to act as telephone
operator, cashier etc.
 Paper
 pen
 computer
 telephone
 printer
Room key clerk He/she is responsible to issue
the keys for their registered
 Telephone
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guests and for related security
measures.
P5. Discussing the key role within the front office department for hotel Hilton
Front office staff Roles/responsibilities
Front office manager The role of manager is to make sure that the
guests will first come into contact with staff
only and they can help guests in specifying
them with details of their reservations..
Reservation manager The role of such manager is to assist sales team
in setting their rates, managing and training the
front office staff, dealing with guests etc.
Reservation clerk Here, the role of such manager is to assist the
request from customer and to determine the
rooms which are available so that customer
needs get meet (Chen and King, 2018).
Check-in desk manager Duty of such person is to oversee the
reservations, handling billing to assign the
room as per requirement of customer.
Check-in desk clerk Here, the role of such person is to provide the
information regarding availability of rooms to
customer and to avail them with the room keys.
Check-in desk night clerk Here, the role of manager is the same as desk
clerk but the only difference is that he/she has
to work in night.
Guest service manager The role of such person is to greet clients when
they arrive or exit from the Hillton. they also
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have to coordinate their check-ins assigned
rooms.
Guest service assistant Such person needs to answer the telephone
calls from guests regarding their reservation or
cancellation.
Concierge Responsibilities of such person is to perform
various tasks regarding reservation, booking,
arrangement of spa services, booking of
transportation etc.
Porter (bell-hop) He/she only need to greet and welcome all the
guests in hotel and to relieve them to their
luggage.
Night porter Such person needs to work at night in order to
greet and welcome guests of the Hillton
effectively.
LO3
P.6 Reviewing the key roles founded within the housekeeping department in Hilton
Role of employees of housekeeping department in hotel Hilton is to change sheets and
make beds in the guest rooms. Their work is to keep the stock of room with clean elements such
as cups, coffee supplies, towels and other bathroom items so that customer feels warm and relax.
They also need to check background because they have to access proper guest’s private
belongings which they have left into the room (Munroe, 2018). They need to work with proper
honesty so that customer visits again in hotel Hilton. In laundry room, work of such employee is
to wash, dry and fold sheets and towels so that proper management of work can be performed in
the organisation. They need to deliver additional item if guests requests something from them
such as extra pillow or blanket. Thus, housekeeping members of hotel Hilton needs to work
effectively in organisation.
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P7 the importance of forecasting the linen stock and other guest supplies to ensure adequate
supply to meet the demand
There is great impact of forecasting the different stocks say linen and supplies of guests
as forecasting helps Hilton in doing the pre arrangement of the goods and stocks so that when the
demand arises they can effectively and efficiently fulfil the demand by effective supplies which
help hotel in satisfying the needs and wants of the clients and customers. Timely availability of
all the stocks say linen stock which includes proper bedding, tablecloths, and neat and clean
towels which benefit the customers as they get available the things which are required to them at
the right time.
Hotel Hilton forecast about the guest supplies in near future than according to the
estimated number they can make available all the goods to eliminate the delays and can benefit
the customers as wells as hotel. As customers will get attracted towards the hospitality of the
hotel if they provide them the effective and quality services. Forecasting also help hotel in setting
the correct strategies so that they can derive incremental profits as regular, detail analysis and
forecasting the inventory. They will able to get into the market dynamic s and its forces that is
demand and supply (Lo and Yao, S 2019 ). There are some important factors also which share
the detail about future guest supplies that is confirmation and cancellation ratios, competition
pricing trends, events, etc. these all factors are need to consider for effective forecasting which
ultimately help Hotel in timely and effective re-engagement and availability of all the stocks for
near future.
Hotel ensures that to make adequate supply to meet the future demand they have to
perform the effective forecasting as they can utilise the forecasting data collaboratively on other
departments also and accordingly other departments will decide their activities which they have
to preform, and reach the given target and fulfil the demand by effective supply.
P8 Importance of interrelationship between the housekeeping and various other key departments
in organisation to provide quality provision and services.
Housekeeping is basically called as a centre of the circle which is directly or indirectly
related with all other departments of the hotel. To provide the quality services housekeeping
department is interlinked with various other departments of the organisation:
Housekeeping with maintenance
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One of the most important function of the housekeeping is to keep checking the working
of the furniture of rooms and hotels for the safety of the guests which require proper and
effective correlation with the maintenance department whose work is to keep all the furniture and
machines into working condition and fixing out the order furniture’s, repairing of all the
plumbing items etc. hence efficient coordination is required between the both departments.
Housekeeping with human resource;
Housekeeping have to coordinate the human resource department for recruitment of
other staffs, issuing the identity cards, promoting the lockers, confirmation , other facilities etc.
human resource department needs to make continuous coordination's with housekeepers
regarding the customers who checked in the hotel and benefiting them by offering the quality
and effective services.
Housekeeping with purchase
The purchase departments have to coordinate with the housekeeping for various
purchases which are need to made for benefiting the clients of the hotels. Purchases related to
housekeeping departments like stationeries, cleaning items, linens, room stationeries, etc. which
are required to purchased by the purchase department (Ristova, et.al., 2018). Hence, effective
integration of both department activities is necessary.
Housekeeping with laundry
Laundry is the part of the housekeeping which enhance the quality of housekeeping
services. The laundry department is responsible for cleaning the dirty clothes, deliver clean and
fresh linens to provide the best services and facilities to the guest and other departments of the
hotel. The laundry department required to continuously provide the neat and clean linens to
housekeeping fort smooth flow of operations of the hotel. it is the duty of the housekeeping to
ensure that clean linens should issued to the guest rooms, restaurants, and health club of the
hotel.
LO4
P9 Importance of scheduling maintenance or repair work to minimise the disruption to the guests
There is a great importance of managing and scheduling all the repair work in the
organisation to eliminate the disruptions made to the guests. It is required by the hotel to
maintain and schedule their repair work. They can do so by keeping the hotel run with well-oiled
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machines so that they do not need repetitive repairs. Hotel authorities can breakdown the
services before they happen as they should timely review the machines and other equipment’s of
the hotel and before they need repair the hotel should take necessary steps regarding the effective
maintenance of the tools and equipment’s to prevent them fort heavy repairs (Melián-González
and Bulchand-Gidumal, 2016.).
The another technique for avoiding the disruption so to satisfy the guest is saving both
the budget and equipment’s which means timely review of all the equipment’s in the
organisation leads to generate the necessary information regarding the maintenance and repair of
the tools and timely and defective decisions can be taken for correcting those issue so that when
the guest arrives they need not to face these issues and hotel can prevent the guests from these
disturbances and disruptions.
Investing in training also help the hotel to avoid the disruptions which can be made to
guest as effective training regarding maintaining the tools of the hotel can prevent them from
severe damage and effective handling of the machine and equipments can also prevent from the
damages which machines may occur and can disrupt the guests (Dinh, 2018. ). The focus of the
hotel authorities is to satisfy the guest in all way they can by providing them the best facilities so
that they can retain with the hotel for long run and also in addition to this hotel can create a string
brand value in providing the quality and efficient services to their customers which will also help
the to achieve their goal effectively.
P 10 importance of security with organisation
Hotel Hilton needs to make security for everything in the hotel. Security helps hotel in
many ways starting from prevention of the hotel to making satisfaction in the minds of the
guests. There are various reasons which are required to hire a professional security firm which
has to maintain a hotel security. some reasons are mentioned below for maintaining the higher
security for the hotels is:
 To prevent or limiting the property damage.
 To prevent Hotel Hillton from crimes which being omitted in less popularise areas or
during the off hours.
 To protect the hotel and their staffs
 For helping the trained staff in safety measures
 For emergency responses
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 For monitoring and maintaining the integrity of key card access.
 For the safety of the guests and their luggage.
CONCLUSION
From the above report it can be concluded that the different sizes and scale can be found in
accommodation of hospitality industry and functions of various departments It also can be
concluded that the different key roles and interrelationship of housekeeping with other
department plays a significant role in the hotel Hilton which ultimately helps the firm in
achieving their goal and delivering the best services to the guest and creating a strong brand
Value in the hospitality industry.
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