Managing Accommodation Services in the Hospitality Industry

This report discusses the functions of the front office in accommodation services, the role of housekeeping departments in the hotel industry, the importance of communication between departments, and the scheduling of maintenance to minimize disruption to guests. It also highlights the importance of security and safety in hotels, and the role of maintenance in providing quality accommodation services.

Managing
Accommodation
Services

Table of Contents
Introduction......................................................................................................................................1
TASK 1............................................................................................................................................1
TASK 2............................................................................................................................................1
Discuss the functions of the front office within the variety of accommodation services.......1
Discuss the role of housekeeping departments in the hotel industry......................................2
Importance of forecasting line stock and needs of other guest supplies................................4
Analyse the relationship between the housekeeping department and the other key department
................................................................................................................................................4
Discuss the importance of communication between the housekeeping department and other
department..............................................................................................................................5
Analyse the scheduling maintenance and repair work to minimise disruption of guest........5
Assess the roles of maintenance in accommodation services................................................6
Conclusion.......................................................................................................................................7
References........................................................................................................................................8

Introduction
The term accommodation services is defined as the process of managing and controlling
all the services related to the management and accommodation. In order to provide the best
services it is essential for each and every hospitality industry to maintain their standard, offering
value added services and also maintain their hygiene effectively. The accommodation manager
of the hotel is responsible for the effectively maintaining the quality and standard of the hotel in
order to attract large number of customers effectively. It is one of the major part of the service
sector of the hospitality industry. For this report Premier Inn hotel is taken as the base
management. The Premier Inn is one of the largest hotel chain and biggest hotel brand in the
United Kingdom. It has more than 72000 rooms and around 800 hotels. The hotel was founded in
1987 by Whitbread serving world widely. This report includes detailed description of the various
types of accommodation services which are present in the hotel industry along with their scale
and size and various form of ownership. in addition to this the role of the front office department
and the contribution of the housekeeping department in offering essential services along with the
effective role facilities and security plays in the accommodation services is also highlighted.
TASK 1
Covered in PPT
TASK 2
Discuss the functions of the front office within the variety of accommodation services
The front office within the variety of accommodation services plays an very essential
role, the front office department of the hotel is responsible for directly interacting and handling
the customers. The main responsibility of the front office is to first greet the customers when
they visit the hotel. In context to the Premier Inn hotel the various functions of the front office
department are discussed below:
Hotel: There are various kind of services provided by the various range of hotel,
depending on the range such from 1 star to 5 star hotel. The services offered by the hotels
depends on the range (Tian, 2019). The well established and top class hotels the front office has
well training of handling customers well also having good communication skills along with
required knowledge about the hotel and facilities offered enhancing the customers level.
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Reservation section: The function of the reservation department is to take the booking of
the guest and solve their queries, and also inform them about their booking and the timing. It is
the responsibility of the reservation department to take the appointments of the customers,
receive them when they come to hotel and provide them required services. In context to the
chosen hotel the front office ensure that booking and appointments of the customers is done
properly and required services is provided to them (Cadle and Huang, 2018).
Ensuring customers satisfaction: the another function of the front office is ensuring and
enhancing customer services through offering quality services and offering check in and
checkout services along with food and room services. Premier Inn hotel effectively provide all
these services.
Role of front office department
The front office department plays an essential role in the managing and handing the
customers directly and providing the required services to them in order to enhance their
satisfaction level effectively. The staff and the manager of the front office are essentially
responsible for handling the customers in the hotel (Vargas-Sánchez and Moral-Moral, 2019). In
context to the Hotel premier Inn, the front office ensures that customers are handled well, the
various roles of the front office in context to the hotel are discussed below:
 The main role of the front office is to take reservation of the customers, allocate them
rooms and provide them essential information about the hotel.
 The front office manager also maintain the information data base of the guest and also
maintaining essential guest record so as to provide better services when they visit next
time.
 In addition to this the front office department also handles the guest problems and try to
provide effective solutions to them.
 The another role of the front office department is to enhance the customer satisfaction
through providing quality services such as quality food, room services, check in and
check out services effectively.
Discuss the role of housekeeping departments in the hotel industry.
The housekeeping department is termed as the operational department of the hotel
industry, it is mainly responsible for ensuring the hygiene, cleanliness, effective maintenance of
room as well the each surrounding area of the hotel. The housekeeping department ensure to
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offer clean and hygienic environment to the customers, it helps hotel to maintain their standard
through effective cleanliness (Gibson and Parkman, 2018). In context to the Premier Inn hotel, the
housekeeping department of the hotel ensure that there are effective standards are met in order to
provide cleanliness. In order to understand how hotel maintain their housekeeping services the
chart is highlighted below:
Responsibility of house keeping department
 The main responsibility of the housekeeping department of the hotel is to maintain the
effective standard of the hygiene and cleanliness in the hotel.
 Another responsibility is to offer uniform to all the staff members of the hotel and
maintain the inventory.
 The executive housekeeper of the Premier Inn hotel effective manage and control all the
housekeeping activities and maintaining standards of cleanliness.
 The housekeeping department of the chosen hotel also ensure the in all the areas for
which the department is responsible for effectively (Phillips, and Kuyini, 2018).
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Importance of forecasting line stock and needs of other guest supplies
The forecasting is defined as the effective tool used in order to analyse the future events
and accordingly taking the corrective actions and decision, it is an essential decision making
technique used by the business organisation (Piat, Seida and Padgett, 2019). In context to the
chosen hotel, it effectively forecast the essential linen stock and guest supplies so as to supply
them to satisfy their needs as in detailed discussed below:
Need of linen stocks
FLOOR BATH
TOWEL
SOAP SHAMPOO SANITARY
KIT
1 7 10 8 5
2 6 12 8 6
3 6 15 10 5
TOTAL 19 37 26 16
Need of various guest supplies
GOODS DIVISION RATE OF
RECURRENCE
Cake Foodstuff and Drinks Regular
Burrito Foodstuff Regular
Need of marketing supplies
GOODS DIVISION RATE OF RECURRENCE
Social media marketing Advertising Half yearly
Hoardings Advertising Yearly
Analyse the relationship between the housekeeping department and the other key department
Relationship between housekeeping and front office: There is an effective relationship
between the housekeeping department and the front office department as both department ensure
that there cleanliness and hygienic in each and every room along with this both the department
exchange information about the prominence of the room continuously. The front office needs to
provide the list of expected arrival of customers to the housekeeping department so that
housekeeping department can offer services accordingly (Greenwell and Shonk, 2019). In context
to the Premier Inn hotel, both the department plays an important role in providing essential
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services to the customers together such as front office of the hotel provide required information
to the housekeeping department so that they accordingly clean, set and inspect the rooms before
the arrival of guest.
Relationship between housekeeping and maintenance department: Both housekeeping
department and the maintenance department work together in order to provide quality services to
the customers such as the housekeeping department depends on the maintenance department so
as to maintain and keep the essential things in well order. Any kind of faults like electric plugs
fault, dripping faucets, leaking pipes and so on are informed by the housekeeping department to
the maintenance department effectively. In context to the Premier Inn hotel, the housekeeping
department and the maintenance department ensure that, customer doesn’t feel any kind of
inconvenience in their stay at the hotel (Jelincic and Mansfeld,2019).
Discuss the importance of communication between the housekeeping department and other
department.
The communication plays an very essential role in the exchange of information and ideas
and avoiding any kind of misunderstanding between the departments, in case of housekeeping
the communication becomes very essential such as the front office department needs to clearly
communicate about the arrival of the customers to the housekeeping department so that
housekeeping department can clean and make all the required adjustments before the arrival of
customers. Communication helps in avoiding any kind of misunderstanding between the
department and helps them in having clarity of their role. Housekeeping department can needs to
clearly communicate about the maintenance and security department so that these department
can take required actions. In case of Premier Inn hotel the manager ensures that there is effective
flow of communication between all the department so the work can be carried out effectively and
without any misunderstanding (Liebenberg, 2020).
Analyse the scheduling maintenance and repair work to minimise disruption of guest
The scheduling maintenance is defined as the type of maintenance or repair done within
the set time schedule. It includes any kind of maintenance done in a hotel within the schedule
timeframe with main objective to lessen the reactive repair, or any kind of equipment failure. It
can include the regular or schedule inspection of the hotel’s heating and cooling systems working
continuously, the schedule maintenance ensures that such kind of inspections are done
effectively and regularly. The schedule maintenance or the repair work are very essential in order
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to reduce any kind of disruption to the customers. Effective maintenance will lead to satisfying
the customers and also making them comfortable. The maintenance plays an essential role in the
hospitality industry as it will directly influence the quality of services to the guests, and also
influencing the satisfaction level of the customers. Maintenance department ensures that all the
equipments of the hotels are working effectively and also in the good condition. In context to the
chosen hotel, the maintenance department of the hotel needs to ensure that all the equipments
and the required maintenance in the hotel are done effectively so as to enhance the customers
satisfaction level and increase the overall performance of the hotel (Sands and Hodge, 2019).
Importance of the security and safety in an hotel
Hotel safety and security plays an essential role in protecting the customers, visitors and
the staff members from any kind of problem in the hotel. It is the responsibility of the hotel
management to ensure proper security and safety in the hotel. It is important so that the guest or
the visitors coming in the hotel can feel safe and secure and build their trust. It will lead to
building customers trust and loyalty and also building the brand image. In context to the Premier
Inn hotel the management has taken proper precautions in order to ensure the safety and security
of their customers, visitors and the staff members as discussed below:
Visitors: The Premier Inn hotel ensures that the safety and security of their visitors
through ensuring their data is safe and any kind of external happening is avoided.
Employees: Employees are the major part of the business, the hotel ensure the safety and
security of their employees by implementing various safety laws so that they can be safe and
secure.
Assess the roles of maintenance in accommodation services
The maintenance department plays an essential role in maintaining and keeping all the
equipments proper so as to make guest feel secure and comfortable in the organisation, the
maintenance department will ensure that all the activities are carried out effectively and the
customer is provided with the best services, it will help the accommodation of the guest properly
and effectively. Proper maintenance helps in attracting and influencing the guest through
offering renewing and excellent quality of services to the customers. The proper maintenance an
accommodation services will allow hotel to attract large number of potential customers and
enhancing their satisfaction level effectively Campbell and (Craissati, 2018). In context to the
Premier Inn hotel, the maintenance department ensures that all the activities and equipments are
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properly maintained so as to provide effective accommodation services to the customers
enhancing overall profitability of the business.
Conclusion
From the above report it can be concluded that accommodation sector plays an essential role
in the hotel management, it helps in effectively managing and accommodating the customers in
the hotel industry, it helps in enhancing the overall performance of the hotel. this report
highlights the detailed description of the accommodation services and how it can be managed
effectively along with various types of accommodation services available in the hospitality
industry are also highlighted in this report. Front office plays an important role in managing and
handling the guest directly as discussed in this report along with the various roles and functions
of the front office department also the importance of housekeeping department and various roles
facilities and security inside the accommodation department is also highlighted in this report.
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References
Books and Journals
Campbell, C. and Craissati, J. eds., 2018. Managing personality disordered offenders: A
pathways approach. Oxford University Press, USA..
Gibson, P. and Parkman, R., 2018. Cruise operations management: Hospitality perspectives.
Routledge.
Greenwell, T.C., Danzey-Bussell, L.A. and Shonk, D.J., 2019. Managing sport events. Human
Kinetics.
Jelincic, D.A. and Mansfeld, Y. eds., 2019. Creating and managing experiences in cultural
tourism (Vol. 1). World Scientific.
Liebenberg, L., 2020. Reconsidering interactive resilience processes in mental health:
Implications for child and youth services. Journal of community psychology, 48(5), pp.1365-
1380.
Liu, Z., Yin, J. and Huang, S., 2018. Managing tourism impacts in China’s wetlands: a total
relationship flow management perspective. Asia Pacific Journal of Tourism Research, 23(3),
pp.231-244.
Phillips, D. and Kuyini, A.B., 2018. Consumer participation at Specialist Homelessness Services:
Do the homeless have a say in the services they receive?. International Social Work, 61(6),
pp.1095-1115.
Piat, M., Seida, K. and Padgett, D., 2019. Choice and personal recovery for people with serious
mental illness living in supported housing. Journal of Mental Health
Ramluggun, P., Lacy, M., Cadle, M. and Anjoyeb, M., 2018. Managing the demands of the
preregistration mental health nursing programme: The views of students with mental health
conditions. International journal of mental health nursing, 27(6), pp.1793-1804.
Sands, V., O'Neill, D. and Hodge, G., 2019. Cheaper, better, and more accountable? Twenty‐five
years of prisons privatisation in Victoria. Australian Journal of Public Administration, 78(4),
pp.577-595.
Tian, W.H., 2019. Investigating unmet health care needs under the National Health Insurance
program in Taiwan: A latent class analysis. The International journal of health planning and
management, 34(2), pp.572-582.
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Vargas-Sánchez, A. and Moral-Moral, M., 2019. Halal tourism: literature review and experts’
view. Journal of Islamic Marketing.
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