Managing Accommodation Services Project

This project explores the diverse accommodation services available to guests, covering topics like ownership, classification systems, front office functions, housekeeping, facilities, and security. It provides a comprehensive understanding of the accommodation sector within the hospitality industry.

Managing Accommodation
Services (Part-1)

TABLE OF CONTENTS
INTRODUCTION...........................................................................................................................2
TASK 1............................................................................................................................................3
P1 Identify the scale and size of the accommodation services found within the hospitality
industry...................................................................................................................................3
P2. Explain the different forms of ownership available to accommodation services............7
Purchase Options....................................................................................................................8
P3 Discuss the role that, grading, classifications systems and online review sites play when
potential guests look for and book accommodation ..............................................................9
TASK 2..........................................................................................................................................11
P4 Explain the organisation of front office functions within a variety of accommodation
services.................................................................................................................................11
P5. Discuss the key roles within the front office department for a selected organisation....12
CONCLUSION..............................................................................................................................13
REFERENCES..............................................................................................................................14
..............................................................................................................................................14

INTRODUCTION
Accommodation services refers for providing facilities of housing on temporary basis
along with it's services like hotels, schools, banking, medical practices and other. Marriott is
chosen organisation in the present report which is an American multinational diversified
hospitality company that manages and franchises a broad portfolio of hotels and related lodging
facilities, founded in 1927 by J. Willard Marriott and Alice Marriott (Burton and Kellaway,
2018). The present report will identify the scale and size of the accommodation services which is
found within the hospitality industry. Also, this will gain an insight into the types of
accommodation facilities available in hospitality industry along with the role of Front Office
department within hotel. Along with this, the different forms of ownership available to
accommodation services has also been elaborated in the below report.
TASK 1
P1 Identify the scale and size of the accommodation services found within the hospitality industry
In UK, hotel organisations which gives more occupation to people, make improvement in
living of standard. The Hotel development index of UK has named United Kingdom as one of the
best countries for investment in the hotel industry. This helps to provide good services to
consumers.
1. The analysis of 649 hotels in all over the UK with supporting monthly data since 2010.
UK Hotels CAGR
2012 2013 2014 2015 2016
Tenancy 74.4 76.5 77.6 78.4 77.8
Year-on-year growth (%) 2.80% 1.40% 1.00% -
0.80%
1.1
AARR 89.22 88.8 91.55 95.8 97.28
Year-on-year growth (%) -0.50% 3.10% 4.60% 1.50% 2.2
Rooms Yield 66.4 67.96 71.03 75.08 75.64
Year-on-year growth (%) 2.30% 4.50% 5.70% 0.80% 3.3

Fig : Performance of UK Hotels for the year 2012-2016
Interpretation : In 2016, the output of daily rooms of UK raised by 0.8% to £75.64. The
marginal growth of the hotel in the UK decreases by 0.8% to 77.8% and AARR has been
increased by 5% to £97.28.
2. Sum-up performance of London Hotels for the year 2012-2016.
London Hotels CAGR
%(2012-
2016)
2012 2013 2014 2015 2016
Tenancy 81.4 82.8 82.6 82.8 81.6 0.1
Year-on-year growth (%) 1.80% -0.20% 0.20% -1.40%
AARR 89.22 88.8 91.55 149.7 151.45 0.5
Year-on-year growth (%) -0.80% 0.90% 0.90% 1.10%
Rooms Yield 120.65 121.75 122.61 124 123.58
Year-on-year growth (%) 0.90% 0.70% 1.10% -0.30%

Interpretation: In 2016, the performance level of London Hotels had remain flat.
Tenancy which was affected by the continuous influx of new supply has been down by 1.4% to
81.6%, . AARR which could not be raised the entire performance has the small increase by 1.1%
to £151.45, and results in the production of rooms and the marginal growth has been down by
0.3% to £123.58 (UK Hotel Market Statistics, 2018.)
3. Performance by hotel category segment.
Segment (AARR) 2012 2013 2014 2015 2016
Deluxe (>£150) 4.50% 0.10% -1.80% 0.80% 1.60%
Superior deluxe (>£200) 5.90% 0.10% -3.30% -1.50% 4.10%
International deluxe (£150-
200)
1.70% 0.40% 1.40% -0.80% 4.70%
First class (£100-150) 3.20% 1.90% 2.80% -2.30% 0.00%
Business class (£75-100) 1.10% 3.50% 4.10% 6.60% -14.00%
Tourist (<£75) -4.70% 1.70% 9.90% 7.50% -1.50%
Town house/boutique (>£100) 3.00% 2.00% -0.50% 4.10% 7.90%

Interpretation - In 2016, the AARR growth of the hotel of all over the UK has the
positive impact as the occupancy has also result of the inflow of new supply, especially in
London, UK. As this was stated before, that town house and boutique hotels has experienced the
performance of the production of rooms by 7.9% and has a result of the good mix in tenancy
which was up by 1.5% and AARR has been raised by 6.2%. In context with the business hotels
there was the decrease in the production of rooms by 14.0% and result that in negative
performance of both occupancy and AARR.

4. Mid market rooms yield growth rate for regional hotels.
Rooms yield growth regional hotels
Segment(AARR) 2012 2013 2014 2015 2016
Country House
>£80 2.10% 6.00% 5.50% -0.90% 1.00%
£70-£80 0.20% 4.00% 8.40% 7.00% 4.70%
£60-£70 1.40% 3.80% 9.20% 5.90% 6.40%
£50-£60 2.20% 2.80% 10.70% 8.50% 7.70%
<£50 - 4.10% 5.00% 17.90% 14.00% 5.30%
Interpretation- The market growth have drawn the positive picture with all segments
which was experienced with the robust performance. The mid-market segments has the highest
growth with the production of rooms by 7.7% for £50-£60 hotels and raised by 6.4% for £60-£70
hotels.
P2. Explain the different forms of ownership available for accommodation services.
Types of Ownership/
Purchase method
Description Advantages Disadvantages

Sole Trader Sole Trader also
known as sole
proprietorship, this is
the one who runs and
owns the entire
business. Sole Trader
are self-employed and
are legally responsible
for all aspects of their
business and are
personally liable for
their business
finances.
Sole Traders maintain
full control on their
business, without the
interference of others.
They also retain all the
profits of their
business.
Sole Traders often find
it difficult to raise
finance to fund their
business. Also, the
decision in the
business are made by
the sole trader, so for
the success or failure
of the business rests
only on one person.
Association A group of people
having a common
purpose or interest.
E.g.: a club or a
society
Associations arrange
dinners and special
events for their
members, giving them
chances to meet with
their peers and enjoy
the company of fellow
entrepreneurs.
Members are
individually and
personally responsible
for any debts incurred
in the name of the
association.
Partnership A formal arrangement
in which two or more
parties cooperate to
manage and operate a
business (Chiu and et.
al., 2013) .
Two heads are better
than one and the
business is easy to
establish and start-up
costs are low.
In partnership, each
partner is an agent of
the partnership and is
liable for actions by
other partners.
Purchase Options
Purchase method Description Advantages Disadvantages
Family Loan Lending money to a One of the biggest The major

family member
describes family loan.
advantages of
borrowing money
from family is that the
one has to pay lower
interest rate than bank
or credit union.
disadvantage of
borrowing money
from family is that the
one can damage close
relationships.
Bank Loan A bank loan is the
most common form of
loan capital for a
business, which
provides medium or
long-term finance.
Some of the advantage
s are predictable
monthly payments,
helps to build business
credits, built a
relationship of
professional banker,
and have very low and
fixed interest rates.
The major
disadvantages of bank
loan are lengthy
paperwork, longer
waiting time, and
requires strong credit.
Franchise A franchise is a
business opportunity
that allows the
franchisee to start the
business by legally
using someone else's
(the franchisor’s)
ideas, and processes.
Franchises have a
higher rate of success
than start-up
businesses.
Bad performances by
other franchisees may
affect your franchise's
reputation.
P3 Discuss the role that, grading, classifications systems and online review sites play when
potential guests look for and book accommodation
Different kinds of guests will have different kinds of expectations from hotels. When a
customer book accommodation they have their own needs and requirement necessary which
should be fulfilled by the hotel. The Hotel must know about what their guests are getting when
they are booking and also the staff of hotel should have a clear idea about what services they are
offering to them (Barlow and et. al., 2013) . On the other hand, Online reviews are just one factor

that might make a guest set their expectations for their stay before they even enter the lobby.
Here is a list of five key benchmarks which regulates grading, classification and online review of
hotel guests.
Basis Description Examples
Essential Before booking
accommodation, a customer
check some of the few
essential things for a perfect
hotel stay with a perfect room.
The Travellers must find a
clean hotel room, the staff
must have friendly nature, the
most essential thing which
every customer check in the
hotel room is a large and
comfortable bed which just
makes every person to stay in
hotel room all day.
Clean room, comfortable bed,
restaurant, friendly staff, etc.
Basic The basic needs of a customer
must be fulfilled by Marriott
hotel. The guest must ask
about the meal preferences
and whether the snacks
provided in the room are pay
as a consumption or are given
as complementary service.
The hotel must provide the
proper lighting facilities in the
room and should also render
the water facilities.
Meal preferences, snacks,
lighting facilities, water
facilities, upstanding customer
service, etc.

Nice-to-have The thing of Marriott hotel
attracts the most to the guest
was the cheerful welcoming
smile from each of the
employee. This shows that the
hotel cares about the guest
encounters.
Cheerful welcoming smile of
employees, laundry, Wi-Fi and
attentive room services, etc.
Luxury The luxury facility by Marriott
hotel was the safety and
security features especially for
single female guest.
Safety and security for single
female guest, cinema spa,
luxurious cars, etc.
Hyper-luxury The best hyper luxury hotels
like Marriott know that the
guests are tired and start their
top-notch treatment from the
minute the guest arrive with
private check-in. The Marriott
hotel also has a golf course
through which they gain the
attention of the potential
guests.
Golf course, private check-in,
personal kitchen so that guest
make their beverage by their
own choice.
TASK 2
P4 Explain the organisation of front office functions within a variety of accommodation services
Front office area is known as Reception, as it is the place where the guests are received
when they arrive at the hotel (Brunner-Sperdin et. al., 2012) . This is the first point of interaction
between the hotel and the guests. In large hotels, the front office is divided into several departments
that each take care of a function, such as:
Sections of Front office Description Equipment
Reservation This function handled the There is a telephone on the

request of the potential guests
for reserving accommodations.
In this the reservation
employees of hotel, front
office interact with the
potential guest most.
front office desk for the
facilities of the guests, if they
have any query then they may
ask the front desk manager
through telephone. In this the
guest phones should be
answered within three things
and the manager should use
low voice pitch while talking
to the customers
Reception In this function, when the
guests arrive, the clerks on front
desk check in them, and assign
their names into the register of
facilities, assign them their
room and answer their basic
questions or requests which the
guests may have throughout
their stay.
These includes equipments like
fax machine, computer,
printer, etc.
Concierge A concierge is an employee of
a multi-tenant building, such
as a hotel or apartment
building, who receives guests.
There position can also be
maintain by a security guard
over the late night shift.
Equipment used in this is a
luggage trolley for dropping
the guest luggage in their
rooms.
P5. Discuss the key roles within the front office department for a selected organisation.
The process of understanding the job, dividing the line of work into small components,
grouping responsibilities & authorities among staff, establishing relationships in the activities

and staff for the achievement of common goal. The hotel front office department is required for
smooth running of the overall hotel activities. The role includes various administration, staffing
and guest related queries (Buhalis and Amaranggana, 2015) . Training should be provided to the
reservation and reception staff. Here the Marriott is considering to reduce the costs by removing
one of the staff positions. The Hotel has many employees and each personnel has been assigned
separate jobs to perform, which are outlined below :
 Front office manager – The Front Office Department has the guide named as front office
manager, who assign the available resources of the department to achieve the business
goals. The duty of front office manager is to oversee all the staff office and to ensure the
smooth and appropriate operation of the department.
 Reservation manager - In the context of hotel, this department is used for booking a
specific accommodation in the hotel by a visitor. This department does not directly
transact with the guests. The manager of this department has the duty to have the
knowledge about the reservation systems and providing appropriate data and updating
information about tours and prices to their guests. Along with this, it has the duty of
reviewing hotel reservations daily and training the staff under hand.
 Guest service manager – The responsibility of the guest service manager is to handle the
guest mails, letters and couriers, also ensuring the guest messages and delivered them at
the right time. Along with this, it also maintains the guest service suggestion cards and
the complaints of guests.
 Night audit manager – This manager works in the night hours and have very typical
responsibilities of authoring security of the hotel during night shift. This also take the
responsibility as a duty manager for night shift (Jamieson and Jamieson, 2014) .
The Marriott hotel may remove the guest service manager as their services can be
handled by the front office manager, this will save the cost of hotel. However the manager will
need to make changes in the structure and work assigned as number of employees will be
reduced.
CONCLUSION
From the above report, it has been concluded that accommodation is an essential factor of
hospitality sector and provides services which can ensure the comfort and convenience of
customers. Also, the types of ownership available to accommodation services having various

advantages and disadvantages. Along with this, this is concluded that different kinds of guests
will have different kinds of expectations from hotels so their essentials and basic are discussed in
the above report. The place where the guests are received when they arrive at the hotel, named as
front office area has been discussed along with the responsibilities & authorities.