Managing Accommodation Services: Scale, Ownership, Grading, and Front Office Functions

This presentation discusses the scale and size of accommodation services, different forms of ownership, the role of grading and online review sites, and front office functions in the hospitality industry. It provides insights into the various types of ownership, the impact of grading and online reviews on potential guests, and the key roles within the front office department. The presentation also includes relevant examples and statistics.

MANAGING ACCOMMODATION
SERVICES
TASK 1

INTRODUCTION
Accommodation services provide facilities to guests by organizing proper plan, schedule to
satisfy them in order to achieve business goals. This report will be based on Britannia hotel. It is a
large hotel in UK which provides accommodation services. This report will discuss about various size
and scale of accommodation. It will explain different forms of ownership inn accommodation
services. It will discuss classification system, grading and online review. This report will explain
front office function and roles. It will evaluate importance of relationship between house keeping and
other department.

P1 Identify the scale and size of the
accommodation services
Numbers of rooms Numbers of hotels
201+ rooms 339
101-200 rooms 1141
51-100 rooms 1892
26-50 rooms 2357
This graph is based on number of hotels and number of rooms.

Cont..
Numbers of hotels
0
500
1000
1500
2000
2500

P2 Explain the different forms of ownership
TYPE OF OWNERSHIP
Type of ownership Description Advantage Disadvantage
Sole Trader  Solar trader set their own business with
unlimited liability. They are legally
responsible for all the aspects of their
business
 One can take all the profits, start up cost is
law, can operate and establish business and
easily wind up business, any time can
change legal structure according to
circumstances.
 All the responsibility for making decision
is at once hand, retaining employees can
be difficult, future of business can be
limited.
Limited Company  Limited company operates as legal entity
to its shareholder and directors. Both
directors and shareholders are responsible
for financial liability.
 They have minimum personal liability,
separate legal identity, credibility and
status, professional status, pension,
lending and investing opportunities,
splitting income tax efficiency and
planning.
 Strict procedure for money withdraw from
company, complex and time consuming,
needed to pay registration fee to
companies, required to reveal corporation
and personal data, have to inform
companies house while making changes
regard to company details.
Ordinary Business partnership  It is not legal entity and each partner is
responsible for fully liable. Partners shares
profits and management.
 Business can easily start up and establish
with low cost, have better borrowing
capacity, limited external regulation, have
more capital for business,
 Risk of disagreement between partners and
management, liability for debt are
unlimited, tax have by each partner, profits
share equally among partners.
Limited Liability Partnership  This partner ship is flexible legal and
partners are allowed to get benefit from
economics of scale.
 Advantage of this partnership have flexible
agreement, separate legal entity, less
compliance requirements, easy to wind up.
 Penalties are greater enable to raise VC
funding.
Unincorporated Association  It is non profit association with limited
liability.
 Not required to comply financially or
legally.
 Double taxation can be pay while
company is in profit.

Cont..
PURCHASE METHOD'S
PURCHASE METHOD'S ADVANTAGE DISADVANTAGE
Cash Purchase There is no transaction fees and
instant money in hand
Money can be theft.
Bank Loan Lower interest rate can help to save
money.
Banks have critical terms and
condition to follow and need strong
credit.
Family Loan Can get loan without interest. Family are not able to understand the
business due to lack of clarity.
Joint Purchase with Family\Friends\
Business Associates
Joint purchase can support
survivorship.
There is lack of inheritance right, legal
assistance.
Franchise Can manage service fee Cost may be higher that expected.
Re-Mortgage Own Home It has lower interest rate that help to
reduce risk.
Money have to pay back at limited
time.

P3 Discuss the role of grading, online review
sites, classifications systems on potential guests
look and book accommodation.
Grading system identify the specification of services in hotels such as quality, performance,
facilities etc. It analyses standard and class of hotel services which they deliver to their customers and
guests. Grading standardized hotel at national and international level in hospitality sector.

Cont..
Accommodation Facilities in Hotels:
■ Essential :It is mandatory to provide essential needs to customers in order make their
experience better. Essential services include safety and security, cleanliness, proper space,
catering, leisure facilities.
■ Basic: Under basic services hotels provide their guests such as comfortable beds,
cleanliness, proper lighting, attesting phone answering, check in and check out time, simple tasty
food, bathroom plumbing, TV, channel music.
■ Nice-to-have: Facilities of nice to have been not basic and essential but it good or nice
to have for customers in order to take competitive advantage in hospitality sector. These facilities
include reading rooms, baby seating services at requests of customers, healthy mattress.

Cont..
■ Luxury: Tremendous and magnificent hotels provide their customers luxury facilities that set
their standard. These facilities include in suit shopping, couches, 24 hours security, valet and
parking facilities, perfect personalities in both front line staff and management.
■ Hyper-luxury: Hotels that are rated to be five and seven start provides their customers hyper
luxury such as personal heated swimming pools, spa, private garden, beaches, fitness areas etc.

P4 Explain front office functions within a
variety of accommodation services.
Front office department is operational department which manage all functions such as
communication, reservation, reception, bellhop service, concierge, handle company inquires,
answering phone, distributing and sorting mails, scheduling, planning meetings and training of their
employees etc.

Cont..
HOTEL MOTEL
Registration  Hotels have big layout and
construction, which contains
hindered of rooms and several
floors. For that their registration
process is also effective in order to
maintain all the entry related to
guests and their check in and check
out time. For maintaining all entries
they use computer and software.
 Motels generally have one or two floor
layout and construction. Guest commonly
access to their room directly form parking
zone. Motels are usually not required to
manage effective registration system. They
can handle entries of guests within hard
copy. They can manage their work without
using software.
Personnel  Hotels have large number of
employees to perform services as
they have large number of guests.
Hotels have employees in front
department such as house keepers,
concierges, doormen, bellboy,
elevator operators, receptionists,
employ chefs, parking valets etc.
 Motels have comparatively less number of
employees because they do not have more
guests. They typically have housekeepers
and receptionists and sometimes
receptionist play laundry and housing
duties and responsibilities.
Services  Hotels have wider number of
services for guests that includes
laundry, on site restaurant,
relaxation like exercise equipment,
in door swimming pools, hot tubs,
 Motels mostly offers few services because
of small number of guests. But they provide
complimentary light breakfast, swimming
pools.

P5 Discuss the key roles within the front office department .
There are some roles of front office department in hospitality industry.
■ Front Office Manager: they place take where guest come first to contact with staff. Their key
role are training and managing the staff of front office, managing and arranging schedule for staff,
dealing with guests, ensuring about the services which provides to guests, solving queries and
complaints of customers, managing emergency situations and makes effort to find suitable results
etc.
■ Reservation Manager: they have one of the most import role in front office department.
Reservation manager contact with guest in order to provide them room, responsible for applying
procedure and policies, monitoring general performance of reservation staff and telephone
manner, they have to training for staff etc.

Cont..
■ Check in Desk Manger: Front desk manager gas role answering the in-directing calls and phone,
greeting guests, maintaining administrative work like managing spreadsheet or files, setting
appointment, accepting delivering, greeting visitors etc.
■ Guest service Manager: they oversee all operation such as reservation, front desk, bell staff,
ensure quality if service that deliver to visitors, manage a thorough knowledge about room rack
operations, hotel facilities, package plans, trains new employees of guest service department,
manage inquiry about rates and availability, check guest out and in with authorizing payments and
guest bill.

Cont..
■ Concierge: They perform services such as managing resource inventories, cleaning services,
handle check out in process of guests, manage guests inquires, requests and complaints
effectively, have brief knowledge to manage hotels services, products, special promotional offers,
pricing, special events etc.
■ Porter: They have role to check regular arrival list of guests, assist guests with their luggage,
deliver messages, fax, flowers, to room, packages and other offices, deliver items to guests and
back from them before departure, arranging taxi's and parking cars etc.

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