Managing Accommodation Services

This report discusses various aspects of the accommodation and hospitality industry, including the contribution of the hospitality industry to the economy, different types of accommodations, forms of ownership, grading and classification systems, the role of online reviews, the function of the front office, and the interrelationship between the housekeeping department and other key departments. It also highlights the importance of communication and security in providing effective accommodation services.

MANAGING ACCOMMODATION
SERVICES

Table of Contents
PART 1............................................................................................................................................3
Introduction to hospitality industry and contribution of accommodation sector.........................3
Different types of accommodations.............................................................................................3
Different forms of ownership.......................................................................................................5
Grading and classification system...............................................................................................5
Role played by online reviews sites.............................................................................................5
Function of front office................................................................................................................6
Key role of front office in meeting business objectives..............................................................7
Summary......................................................................................................................................7
PART B............................................................................................................................................7
Evaluate the relationship between the housekeeping department and other key departments....8
Importance of communication between the housekeeping and facilities department for
providing effective quality accommodation services..................................................................8
Importance of security.................................................................................................................9
Evaluate the importance of communication between the housekeeping and facilities
department....................................................................................................................................9
CONCLUSION................................................................................................................................9
REFERENCES................................................................................................................................1

INTRODUCTION
Accommodation sector is most important sector in tourist industry. This sector and
industry ensures stay of the people. This report includes discussion over various aspects of
accommodation and hospitality industry. This includes discussion over hospitality industry and
its contribution in tourism industry. This also includes discussion over various type of
accommodation such as restaurants, hotels, bars. This has been followed by discussion over type
of ownership of those accommodations these are independent owned business, franchising and
management contract. Grading and classification of accommodation in tourist industry have also
been included in this report and various grades which have been provided to them are AA rating
system and official hotel and resort guide. Later as this industry have various functional areas
such as front office, housekeeping etc. This has also been included with their importance and
roles they play in hotels and accommodations. Lastly evaluation of relationship between various
departments of the accommodation has been included in this report. In this report front office
depart service and types of accommodation services will be covered in form of presentation
whereas contribution of the Housekeeping department and role Facilities and Security plays
within accommodation services in form of report.
PART 1
Hospitality industry introduction and its contribution in accommodation sector
Hospitality industry of UK is contributing well in development of UK economy. Britain is
the nation where more than 45000 hotels are working. It is providing 86000 people which aids in
enhancing employment rate of country. There are many leading hotels such as Hilton, Marriott,
Hayat, intercontinental hotel etc. They are providing luxurious services to wide range of
consumers. It includes spa, gym, food and beverages etc (Kennedy and et.al., 2018). The main
objective is to generate profit by servicing its guests well. Catering business are also part of
hospitality industry which works to providing amazing catering services in any event so that they
can get more business.
Contribution of accommodation sector in this industry
Hotels are the most common business in accommodation sector, UK is the country where
average daily room rate is 87.38 GBP. These hotels have turnover of 21.2bn in the year 2018. In
the year 2014 employment rate of UK was 2.9million from hotels. This contributes around 17%
growth in employment. In the year 2014 room occupancy rate of hotels in UK was 64%.

Accommodation sector also includes business like bed and breakfast, lodging, resorts, food and
beverages etc. These business contributes well in generating income in the country (Martinoska
and Mustafa, 2016).
Different types of accommodations
There are various kinds of business that come under accommodation sector:
Restaurant: Restaurant industry of UK is very wide and growing with the rapid speed. In the
year 2017 restaurants have generated 88billion revenues in UK. As compare to 2016, in 2017
this sector has raised by 17.9%.
(Figure 1: Restaurant industry in the United Kingdom (UK) - Statistics & Facts, 2018)
Bars: There are around 3800 pubs in the United Kingdom. These pubs are generating approx.
21Bn.
Hotels: UK is the nation where around 45000 hotels are available and around 730258 rooms are
there. Annual turnover of hotel business was 40bn in the year 2018.

(Figure 2: Hotel Data: Industry Size, 2011)
Difference between non-commercial and commercial business
There is huge difference between these entities.
 Commercial companies work to generate profit and they have to pay tax against their
earned money. These firms works to satisfy their consumers by selling them high quality
goods and services
 Non-commercial businesses are such enterprise which are governed by government and
these business make reserves.
Different forms of ownership
 Independent owned business: These are such business that have lack of linkage with
other firms as all the decisions are taken by owner only. htmlBurger is working is
independent firm. It can also be said that these kind of business are majorly owned by an
independent person only.
 Franchises: This is another kind of business in which firm gives franchise to other firm
and give them right to use logo and brand name of firm to sell its products. For example:
McDonalds gives its franchise globally to become the global brand (Mody and Hanks,
2020).
 Management contract: This is another kind of ownership in which investment is done by
owner but business is run by its managers. Management get % of sales revenues if firm is
getting profit. Accor is working in the category of first tier management company.

Grading and classification system
Before selecting particular hotel guests look at the grading of firm and evaluate its
services.
 AA rating system: This is the kind of classification system in which each hotel gets grade
of one start, two or three, five etc (Olya and et.al., 2018). This depends upon the services
provided by hotel for example Hyatt hotel comes under seven start hotel category. Guest
choose particular hotel as per their requirements, if someone want to stay in the luxurious
hotel then individual can chose seven start hotel but if someone belongs to middle class
then person may chose normal first or second star hotel.
 Official hotel and resort guide (OHRG): this is another classification system that
determines quality of services of particular accommodation business,. Such as if hotel is
giving super deluxe services then it would get deluxe ranking.
Role played by online reviews sites
There are many sites that gives reviews of every hotel and other business. Guest can look
at these reviews before taking decision of spending money to buy its services. Tripadvisor is the
online site where consumers post their reviews and give comments on their experience. This aids
guests in taking right decision. While booking their accommodation services guests always look
at the service quality whether they will get value for money or not. These online review sites
work as motivator and encourage guests to buy services of particular hotel. Another role play by
these sites is to make the business more visible. These sites are helpful in promoting the brand
and whenever consumers search for any hotel then they can get high rated hotel on top (Olya and
et.al., 2018).
Online review sites are helpful in making the brand more trustworthy, by this way guest
take more interest in its services. Not only this, online reviews also help an organization to
understand point of view of their customers and changing needs and requirements of their
customers.

(Figure 3: 7 Reasons Online Reviews are Essential for Your Brand, 2020)
Function of front office
Hotels, restaurants, catering are three different kinds of accommodation providers. All
these business have front office department.
 Reservation: Hotel’s front office department reserve rooms of guests and ensure to have
proper recording of their check-in and check out. Whereas restaurants front office unit is
responsible for warm welcoming of guests and managing their payments after providing
them services. Catering companies front office department is responsible for taking
orders and resolving consumer quarries (Olya and et.al., 2018).
 Managing cash or payments: This is another role of front office team, as they have to
work as cashier. They manage guest bills, record credit transactions. Hotel, restaurant and
catering all kinds of accommodation providers perform this work.
Front office Role in meeting business objectives
In order to meet all the objectives of a business front office department plays a vital role.
Each employee of role of front office has their own roles and responsibilities to be fulfilled
(Mody and Hanks, 2020). These roles and responsibilities of front office are interrelated to each
other which further helps them to achieve business mission and objective in a better manner. Few
of the main roles of front office department are as follows:

 Front office Manager: they are mainly responsible for leading all kinds of activates that
happen in front office department. They help in maintaining relationship between
management and front office department. They are the one who provide training to front
office department employees and evaluate or analyse overall performance of employees of
front office department.
 Reservation manager: All kinds of reservations are managed or maintained by them. If any
kind of information related to guest arrival etc. is required by other departments then it is
provided by them.
 Reception manager: They are the one who continuously monitor overall performance of the
staff members so that they can focus on maintaining and providing excellent service to their
customers.
 Night auditor: They are the one who is responsible for checking in and out all the guest after
11 PM. In order to identify all kinds of errors they continuously check guest accounts. Night
auditors are one of the most responsible front office department employee during night shift.
Summary
From the above discussion it has been summarized that it is extremely important for
hospitality organizations to have front office department it helps them to fulfil or achieve their
desired main, mission and objectives in a better manner. It also helps them to maintain and
enhance overall customer satisfaction of an organization.

Key Role of Housekeeping Department
Housekeeping department ensures that maximum efficiency can be achieved in relation
with care and comfort of the guest. These means that guest can have a comfortable environment
and the place they are living is clean and safe for guest.
Housekeeping department also plays an important role in establishing an atmosphere which is
courteous and reliable service from all the staff of the hotel (Jubaedah, Rohaeni and Rinekasari,
2019).
Housekeeping department plays important role in high standard maintainance i.e. if cleanliness
in the accommodation and they keep general upkeep in all the areas for which department is
responsible.
They provide uniforms and inventory for staff.
To cater major role is to do laundry of hotel, staff uniforms and guest clothing.
This department of the hotel is also responsible for floral decorations and maintain the
landscaped area of the hotel.
Renovation of the hotel and furnishing of the hotel is also the role of housekeeping department
and in this they also play role in consultation with interior designers for interior of the property.
Main role of this department is to manage lost and found articles within the property in the hotel
(Grobelna and Tokarz-Kocik, 2017). Department is also responsible for training, control and
supervision of the employees who are associated with the department.
This department also ensure safety and security and made its people aware about the same.
Importance of forecasting linen stock
Linen inventory refers to standard amount of linen which is required for smooth hotel operation.
In hospitality industry a common term is used is one par linen this means linen required every
time for guest in the hotel room. Also can be referred as minimum level of supplied which is
required and needed for daily operations of hotel (Wood, 2017). This requires that hotel properly
forecast amount linen required in the hotel.
This forecasting is important so that hotel does not have to face shortage of linen when they are
having adequate amount of guest in the hotel.
This is important for smooth functional activity of the hotel.
Improper forecasting of linen is important otherwise hotel may invest excessive capital and
which can lead hotel into loss and also incur unexpected loss. After supply of the stock which is

required for daily operations of hotel, excess linen and uniform will have to send to storage
which is not only waste of storage space but also a waste of money.
Through the help of forecasting investor can make correct investment of the capital.
This is important as correct supply of linen ensures that rooms for guests are well equipped.
Importance of Interrelationship between Housekeeping and other department
Housekeeping department of hotel industry ensures clean and attractive atmosphere of
the hotel. There are various other department of the hotel industry and housekeeping department
has interrelation with other department so that all their functions can be properly and smoothly
carried out. Importance of interrelationship of housekeeping department with other department of
the hotel is as follows-
Interrelationship of housekeeping department with front office is important as front office
manages check in and check out of the guest from hotel and this is why housekeeping
department needs to stay informed so that they can prepare the room before guest arrive at their
room and also after guests leave their room.
Interrelation of housekeeping department with finance department is important as finance
department ensures that housekeeping department has all the required equipment for their daily
operations (Clarke, Robinson and Mayo, 2018). Budget for their operations is provided by the
finance department.
Human resource department which is another important functional area of the hotel and
this department fulfil the requirement of hotel in relation with efficient and effective human
resources to carry out all their functions and housekeeping department which need most of the
employees in the hotel for its operations also have to take assistance from HR so that they can
recruit employees in their department.
This is an activity which is important for all organisations and mainly all the organisation
practice such interrelationship between their various departments but this is very important in
hotels like Hilton and Marriot because they are luxury hotels and for them presentation and
atmosphere of the hotel is very important. This makes housekeeping departments a key
department and this also strengthen interrelationship of the departments.

PART B
Evaluate the relationship between the housekeeping department and other key departments
Housekeeping department is defined as an operational department that is responsible for
undertaking the activities as to cleanliness, maintenance of public area and surroundings (Wood,
2017). Thus, food and beverage department is consist of both service staff and kitchen staff.
Herein, the coordination of housekeeping department and restaurant mainly concerned with
provision of linen and uniforms. In many of the hotels, housekeeping department is looking for
pest control in kitchen and store attached to them. In addition to this, housekeeping department
with personal department look for undertaking the activities as recruitments of housekeeping
staff, to manage their salaries and wages, addressing indiscipline etc.
Henceforth, this has been evaluated that housekeeping department is taking steps towards
to convey their needs to purchase department by way of advance notice in form of purchase
requisition. So, it can be stated that housekeeping department plays the crucial role as this works
with other departments.
Importance of communication between the housekeeping and facilities department for providing
effective quality accommodation services
The effective communication skill enhance the guest experience and valuing the feedback
that can leads to enhance customer’s loyalty. Therefore, the housekeeping and facilities
department plays crucial role to undertake business activities in advanced manner. To keep
proper maintenance of building, equipments and machinery in safe working conditions is crucial
to undertake day to day business activities (Jubaedah, Rohaeni and Rinekasari, 2019). On the
other hand, hospitality facilities management department is responsible for looking extra
amenities and services offered to them. They needs to plays steps towards to manage all parts of
guest experience that inclusive of check in, spa reservation and parking. These all plays the vital
role in continuing to offer such services.
Hence, it can be stated that an active facilities management can be termed out as vital to
an organisation. However, communication plays crucial role as this is essence to management
activities within enterprise. Additionally, effective and accurate communication between the
departments aids to build trust within the enterprise. So, communication is one of crucial
management functions as this is closely associated with all other managerial functions of
enterprise. Communication is crucial as they need to performs the basic functions of

management such as planning, organising, leading and controlling ( Grobelna and Tokarz-Kocik,
2017).
Importance of security
To provide the security to staff is a state of being protected against physical, social,
occupational and other kind of consequences that are considered to be non desirable. In terms to
provide high security measures to hospitality industry that includes trained security guards,
security cameras, fire alarms and emergency power and manual etc. Additionally, hostel security
plays the significant role in protecting hotel, guest and employees against wicked activities.
There, the main purpose behind to safety and security measures followed by hotel is to reduce
the crime, terrorism and natural disasters (Clarke, Robinson and Mayo, 2018). In addition to
this, the hotel security covers the wide range of aspects such as guest room locking, public area
and security of the system found in hotel. Thus, security and safety for food is also another
crucial aspect that cannot be ignored and for this hygiene officers must be responsible to provide
the better quality of food services to customers and this aids to accomplish food safety.
Evaluate the importance of communication between the housekeeping and facilities department
Communication is source of management functions within organisation. Excellent
communication plays crucial role as this enhance experience of guest as this shows that they are
listening to them. Effective communication helps to valuing their feedback, conveying the clear
message etc. This can all lead to improve and enhance customer loyalty, raise business working
and this also leads to eventually becoming more successful (Clarke, Robinson and Mayo, 2018.).
Communication is vital within any industry but this is crucial in hospital sector due to high
interaction with people. On the other hand, this can be stated that the hospitality industry is one
of demanding sector that requires great and effective communication skills in terms to get
succeed. Facilities department is a department which take care of all the maintenance work of the
department. This is very important for housekeeping to schedule maintenance so that they can
manage bookings and reservation of the customers accordingly. Communication in these
department is also important so they can minimise the disruption to the guest.
CONCLUSION
Hereby, it can be summarized that accommodation management is termed out as service
establishments that needs to be properly managed. It is service that offered by management firm

to mange hotel and resort for its owners. The present report is based on topic as to Managing the
accommodation services in hotel industry. Also, study has covered the business activities of
Hotel Hilton as this is providing luxurious services to wide range of consumers.
Furthermore, study has covered the activities as varied kind of accommodation services
to enhance customer satisfaction. Also, relationship between housekeeping department with
other key department has been defined to identifies the interrelation of units. Lastly, significance
to security within hospitality department has been identified to render better quality of service to
customers.
Maintenance services are very important for hospitality industry because accommodation is what
they sell and this is why it is important that their product looks good and is also good in terms of
quality.

REFERENCES
Books and journals
Kennedy, R. D. and et.al., 2018. The availability of smoking-permitted accommodations from
Airbnb in 12 Canadian cities. Tobacco control. 27(1). pp.112-116.
Martinoska, S. and Mustafa, I., 2016. CATEGORIZATION OF ACCOMMODATION AND
FOODSERVICE FACILITIES AS A TOOL FOR HOSPITALITY PRODUCTS
QUALITY 65.
Mody, M. and Hanks, L., 2020. Consumption authenticity in the accommodations industry: the
keys to brand love and brand loyalty for hotels and Airbnb. Journal of Travel
Research. 59(1). pp.173-189.
Olya, H.G. and et.al., 2018. Behavioral intentions of disabled tourists for the use of peer-to-peer
accommodations. International Journal of Contemporary Hospitality Management.
Clarke, J.E., Robinson, O. and Mayo, C., 2018. Trouble in hotel paradise housekeeping
department: A case study.
Grobelna, A. and Tokarz-Kocik, A., 2017. RELATIONSHIPS BETWEEN JOB
CHARACTERISTICS AND ORGANIZATIONAL COMMITMENT: THE EXAMPLE
OF HOTEL HOUSEKEEPING EMPLOYEES. Economic and Social Development:
Book of Proceedings, pp.491-500.
Jubaedah, Y., Rohaeni, N. and Rinekasari, N. R., 2019, February. Competency-based
Assessment Model on Job Performance in Housekeeping Department Apprenticeship.
In 5th UPI International Conference on Technical and Vocational Education and
Training (ICTVET 2018). Atlantis Press.
Wood, R. C. ed., 2017. Hotel Accommodation Management. Routledge.
Online
7 Reasons Online Reviews are Essential for Your Brand. 2020. [Online]. Available through: <
https://mention.com/en/blog/online-reviews/>
Hotel Data: Industry Size. 2011. [Online]. Available through < http://www.hotel-
industry.co.uk/data/hotel-data-industry-size/>
Restaurant industry in the United Kingdom (UK) - Statistics & Facts. 2018. [Online]. Available
through < https://www.statista.com/topics/3131/restaurant-industry-in-the-united-
kingdom-uk/>
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