Table of Contents INTRODUCTION...........................................................................................................................1 PART 1............................................................................................................................................1 TASK 1............................................................................................................................................1 P.1 The scale and size of the accommodation services found within the hospitality industry.1 P2. Different forms of ownership available to accommodation services...............................5 P3. The roles that, grading, classification systems and online review sites play when potential guests look for and book accommodation..............................................................................7 TASK 2..........................................................................................................................................12 P4. Front office functions within a variety of accommodation services..............................12 P5. Key roles within the front office department.................................................................13 REFERENCES..............................................................................................................................14
INTRODUCTION The hospitality industry is a broad category of fields within the service industry that includes accommodation, transportation and additional fields within this sector. Accommodation is an important or essential part of the hospitality industry, ranging from bed & breakfast enterprise and hotels to other facilities that offer lodging services. This report based on Hilton Hotel, it is an American multinational hospitality company. It is founded in 1919 by Conrad Hilton and the headquarters of this hotel is in Tysons Corner, Virginia. In this assignment discussed about the scale and size of the accommodation services, different forms of ownership and role that grading, classification systems or online review sites play when potential guests look for and book accommodation. Front office function, key roles within the front office department, interrelation between housekeeping and other key departments are explained. Importance of scheduling maintenance and the importance of security within a selected company are defined (Ahmad, Jabeen and Khan, 2014). PART 1 TASK 1 P.1 The scale and size of the accommodation services found within the hospitality industry. The hospitality industry is a large group of business which provide services to it's customer. They focus on providing excellent services to it's customers and specialized as well as specific experience to them. The scale and size of hotels as compare to quantity are:- Table 1 :-The number of hotels according to star rating in UK. HotelsNumbers(2016) One star6945 Two star6698 Three star7596 Four star4525 Five star2369 1
Interpretation 1:-From the above graph, it can be interpreted according ratings four star hotels are 4525 and five star hotels are 2369 in UK which have smallest number as compare to other ratings. Table 2:-The number hotel according to rating in London Hotels in LondonNumbers(2016) One star1025 Two star859 Three star695 Four star628 five540 2 One starTwo starThree starFour starFive star 0 1000 2000 3000 4000 5000 6000 7000 8000
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Interpretation 2:-From the above graph, it can be interpreted that as according to ratings four star and five star are less in numbers as compare to other numbers ratings in London. Table 3:-The number of hotels in UK as compare to other countries. Hotels as compare to other countriesNumber(2016) United kingdom4598 United states of America6398 Singapore4296 France6324 Thailand5963 3 One starTwo starThree starFour starfive 0 200 400 600 800 1000 1200
Interpretation 3:-From the above graph, it can be interpreted that UK is comes in second last in terms of number of hotels as compare to other major countries. Table 4:-The number of hotel as compare to B&Bs . ParticularNumber(2016) Hotels in UK4596 B&Bs (beds and breakfast)2563 4 United kingdom United states of America Singapore France Thailand 0 1000 2000 3000 4000 5000 6000 7000 Hotels in UKB&Bs (beds and breakfast) 0 500 1000 1500 2000 2500 3000 3500 4000 4500 5000
Interpretation 4:-From the above graph, it can be interpreted that number of hotels as compare to beds and breakfast are more in UK. Table 5:-The number of hotels in London as compare to other major cities. ParticularNumber(2016) London3695 Paris4568 New York5698 Bangkok6980 Beijing1536 Interpretation 5:-From the above graph, it can be interpreted that London considered second last in terms of number hotels as compare to major countries capital. P2. Different forms of ownership available to accommodation services Types of OwnershipDescriptionAdvantagesDisadvantages 5 LondonParisNew yorkBangkokBeijing 0 1000 2000 3000 4000 5000 6000 7000
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Sole TraderItisatypeof enterprisethatis owned and run by one personandinwhich nolegaldistinction between the owner and the business entity. Theymaintainfull control on the business andretainallthe profits of it (Amoako and et. al., 2012). The capacity to raise capital is limited and causeofunlimited liabilityfordebts, thereisnolegal distinctionbetween privateandbusiness assets. Limited companyItisaprivatefirm whoseownersare legallyliableforits debtsonlytothe extent of theamount ofthecapitalthey invested in it. The owner's liability is restrictedtothe amounttheypaid shares and there is no personal liability. Theyareliablefor payingcorpoeration tax which is a tax on theprofitsofthe business. 'Ordinary'Business Partnership Itisabusiness partnershipinwhich the owner and partners personallyshare responsibilities of the business. Responsibilitiesare divided in to partners doitiseasyto establishandoperate (Barlow, Roehrich and Wright, 2013). Thereisariskof disagreementsand frictionamong partnersand management. Limited partnershipInthispartnership there are two or more people own a business but there are two types ofpartnerssuchas generalandlimited partners. Generalpartnercan raisecapitalfrothe passiveinvestors withoutgivingupin business. Generalpartnersare personallyliablefor business debts. LimitedLiability Partnership Itisanattractive corporatebusiness Thereareno requirementof Therearehigher incometaxrateare 6
fromthatgivesthe benefitsoflimited liability of a company andprovidethe flexibilityofa partnership. minimum contribution and no limit on owners of business. applicableonlimited liability partnership. Unincorporated Association It is an organisation of twoormorepersons who are the members of the association. Therearelower compliancecosts (BergerandDenny, 2012). Itcannotholdland andinvestments other thaninthenameof officers or trustee. Purchase methodsAdvantagesDisadvantages CashItisimportantbecause immediatepaymentis possible. It is a bulky way to pay for expensivethingsandnota secure purchasing method. PurchaseIt is an easy possession and provide relief to buyer. Buyerhastomortgagehis property and may incur loss Bank LoanAnyonecanborrowlarge sumsofmoneyatlower interest rate (Cascio, 2015). It is difficult for smaller firms to obtain loan due to high risk. Family LoanEasierrepaymenttermsand rate of interest is low. There are lack of clarity and tax issues. Joint purchase with friend/ family/ business Associates The funds can be provide at low or free interest rates. Thedetailoftherepayment level can afford. FranchiseIt has a higher rate of success than start up business. Bad franchisees may affect the reputation of it. Re-mortgage own homeThereisanopportunityto switchtoaproductmore Theremortgageprocesscan take more time to complete. 7
suitable to financial situation. P3. The roles that, grading, classification systems and online review sites play when potential guests look for and book accommodation. These sites plays an essential role when it's comes to grading, classifying and rating of a hotel in particular sites. Rating helps customers to book accommodation which match their standards. The reviews are very important through it become easy for customers to book perfect hotel. The classification are important which provide information tocustomersin advance so that they can book hotel according to their preferences (Common, Flynn and Mellon, 2016). The Hilton hotel is classified on the basis of essential items, basic, nice to have, luxury and hyper luxury. The classification are:- ï‚·Essential:-Theses are important items which need to be provided so that customer can easily accommodate in hotel. The essential items which Hilton hotel provides are Beds, room services, keys to unlock or lock room, phone extension etc. 8
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ï‚·Basic:-These items required by those customers who want more comfort rather than accommodation. Basic items provided by Hilton hotel are extra towels, free wife, wash room essential kite,waste basket etc. The charges are higher from essential services (Friess and et. al., 2015). ï‚·Nice to have:-These items are required by customers on additional basis or when they want extra items while they accommodated in hotels. These are customised services which hotel provide to their guests (Khoo-Lattimore and Prayag, 2015). The extra items which Hilton hotel provided to customers are extra bed for their kids, kettle, coffee machines etc. 9
ï‚·Luxury:-It means to provide great elegance and comfort to it's customers as also involves great experience (Killaspy and et. al., 2016). The items which Hilton hotel provides to customer are Jacuzzi in wash-room, summing pool, playing area for kids, premium size beds etc. 10
ï‚·Hyperluxury:-Theseitemsareexclusive,highintermsofquality,rareand unapologetically expensive. These items are demanded by very rich customers or those who want luxuries experience in hotel (MartÃnez-Ros and Orfila-Sintes, 2012). The items includes room with separate dining and living area, soccer table in room, big bar in room, free all meals, lounge room etc. 11
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TASK 2 P4. Front office functions within a variety of accommodation services In Hospital industry, it is the core operations department of the hotel. Front office staff are responsible to contact costumers and clients and they are liable for handling transaction between hotel and the guests. The functions of front office services are as following: Frontofficemanger-Themanageristheseniorpersoninanofficeenvironmentand accountableformaintainingaprofessionalworkenvironment.Theyareresponsiblefor managing and training the front office staff or dealing with guests. They ensure that the front desk provides professional and friendly service fro guests (Meyer, 2013). Cashier reservationist-The cashier is the nerve centre fro all customer billing. In Hilton, reservationists are responsible for booking reservations and assisting related task such as book room. They collect money from guests for their lodging accommodation and other fees or charges they may incur during their stay such as room service, parking charge, valet and others. 12
P5. Key roles within the front office department The front office department is the important department in the Hospitality industry. The employees of this department firstly make interaction with the guest and customers. In Hilton, the cost is increasing so the director of the company decided to reduce the cost by making one of the front office positions redundant. In Hilton hotel check in desk clerk are different for online as well as offline. So the director of Hilton hotel decided to reduce the cost by redundant the Check in desk clerk 2. The work of them is to provide and help in check-in for those customers who bookedrooms through offline so the director decide to transfer this work to Check in desk clerk1. The main work of front office is to take booking of the customers and provide them better accommodation services. Now these days customers prefer or booked rooms online by using different websites so this is the reason to redundant the clerk 2 (Noe and et. al., 2017). This help the department to reduce the confusion of the clients because having two clerk they are face confusion related to online and offline. For providing this responsivity, the management department of Hilton hotel provide training to Clerk1so that they can easily understand and carry forward their duties. 13
REFERENCES Books & Journals Ahmad, S. Z., Jabeen, F. and Khan, M., 2014. Entrepreneurs choice in business venture: Motivations for choosing home-stay accommodation businesses in Peninsular Malaysia. International Journal of Hospitality Management. 36.pp.31-40. Amoako, G. K. and et. al., 2012. The impact of effective customer relationship management (CRM) on repurchase: A case study of (GOLDEN TULIP) hotel (ACCRA-GHANA). African Journal of Marketing Management. 4(1). pp.17-29. Barlow, J., Roehrich, J. and Wright, S., 2013. Europe sees mixed results from public-private partnerships for building and managing health care facilities and services.Health Affairs. 32(1). pp.146-154. Berger, T. R. and Denny, J. E., Google LLC, 2012.Managing and monitoring emergency services sector resources. U.S. Patent 8,275,404. Cascio, W. F., 2015.Managing human resources. McGraw-Hill. Common, R., Flynn, N. and Mellon, E., 2016.Managing public services: Competition and decentralization. Elsevier. Friess, D. A. and et. al., 2015. Payments for Ecosystem Services (PES) in the face of external biophysical stressors.Global Environmental Change. 30.pp.31-42. Khoo-Lattimore,C.andPrayag,G.,2015.Thegirlfriendgetawaymarket:Segmenting accommodationandservicepreferences.InternationalJournalofHospitality Management. 45.pp.99-108. Killaspy, H. and et. al., 2016. Quality of life, autonomy, satisfaction, and costs associated with mental health supported accommodation services in England: a national survey.The Lancet Psychiatry. 3(12). pp.1129-1137. 14