Managing Accommodation Services Assignment - (Marriott hotel)

MANAGING
ACCOMMODATION
SERVICES

Table of Contents
INTRODUCTION................................................................................................................................3
PART 1(LO 1 and LO 2)......................................................................................................................3
The scale and size of accommodation service sector...........................................................................3
Different forms of ownership applicable to accommodation services ............................................4
Grading and classification system ..................................................................................................6
The function of front office department and type of services covered under this department........7
Different roles found in this department .........................................................................................7
PART 2 (LO 3 & LO 4)........................................................................................................................8
Key roles found within house keeping department ........................................................................8
Importance of forecasting linen stock .............................................................................................9
Interrelationship between house keeping and other department in respect to quality provision for
guests...............................................................................................................................................9
Importance of scheduling maintenance or repair work to minimise disruption to guests.............10
Importance of security in Marriott hotel........................................................................................11
CONCLUSION...................................................................................................................................11
REFERENCES...................................................................................................................................12

INTRODUCTION
Accommodation services are those which are provided in order to satisfy the needs of
tourists it includes services such as lodging etc. Accommodation is a broad sector in hospitality
industry. This assignment will include the Marriott hotel which is providing various services
relating to lodging, food, etc in UK. The hotel is having revenue generation of $22.894 billion in
2017. In this study the task will cover information about scale and scope of accommodation service
sector. Moreover, it will explain the different form of ownership applicable to accommodation
services and their advantages and disadvantage. Furthermore, this study will include different
grading and classification system. Also, it will include the functions of from office department and
different services provided by this department. In addition to this, it will giver understanding about
the different roles found in this department.
PART 1(LO 1 and LO 2)
The scale and size of accommodation service sector
Accommodation service sector provide the customers with the various services that consist
of lodging and food facilities. The size of accommodations services sector is based on the rooms
provided by the service provider. Marriott is a large hotel having more than 600 rooms. It means it
is a largest hotel providing its services in UK. Marriott is operating in different location around the
globe and is having many hotel around various locations (Dassah and et.al., 2018).
Accommodation service sector is growing rapidly due to increase ion the size and scale of this
sector there are different kinds of hotels such as 1 star, two, three, four and five which help in
attracting more customers towards the hotel. The scale of operation of accommodation services
sector are limitless. This sector is providing various facilities to customers which has increased their
market share and are gaining more profit than the other industries.
Particular Hotels in year 2015 in UK
One star hotel 9
Two star hotel 542
Three star hotel 1,697
Four star hotel 771
Five star hotel 92

Particulars Hotels in London (2015)
One star hotel 300
Two star hotel 475
Three star hotel 4022
Four star hotel 1634
Five star hotel 157
Particulars Number of hotels in different areas of UK
England 2325
One star hotel
Two star hotel
Three star hotel
Four star hotel
Five star hotel
0
500
1000
1500
2000
2500
3000
3500
4000
4500
300 475
4022
1634
157
Hotels in London (2015)
Series2
One star hotel
Two star hotel
Three star hotel
Four star hotel
Five star hotel
0
200
400
600
800
1000
1200
1400
1600
1800
9
542
1697
771
92
Hotels in year 2015 in
UK

Scotland 278
Wales 165
Northern Ireland 27
Particulars Number of hotel rooms in London as of 2015
1 star 9000
2 star 11018
3 star 20011
4 star 51158
5 star 16797
Different forms of ownership applicable to accommodation services
There are different forms of ownership which are applicable to different accommodation
services. For providing accommodation services to customer it is required that service provider
England
Scotland
Wales
Northern Ireland
0
500
1000
1500
2000
2500 2325
278 165 27
Number of hotels in
different areas of UK
1 star 2 star 3 star 4 star 5 star
0
10000
20000
30000
40000
50000
60000
9000 11018
20011
51158
16797
Number of hotel
rooms in London as
of 2015

must adopt an ownership style to provide the various services to the customers relating to lodging
and food services.
Type of ownership Description Advantages Disadvantages
Sole trader It is a simplest form of
organisation structure
where a sole person
carry out its various
activities and manage
the business activities
and share all the profit
and losses of firm. The
person carrying
business solely have
unlimited liability for
the debts of its business
which means if the
debts of its business are
high they can recover
through its personal
property
Sole trader provide
various advantageous
to the owner such as it
have full control over
the various activities of
business. Moreover,
sole trader retain all the
profit of its business. It
requires less
investment to open up
this kind of business.
The sole trader is
subject to have
unlimited liability due
to which there is harm
to it personal property
for the debts of its
business. Moreover, it
is difficult for the sole
trader to raise finance
to perform its various
activities which is
disadvantages to this
form of ownership.
Also, the sole trader
does not enjoy any tax
benefits.
Partnership Partnership is a form of
ownership in which
two or more person
carry out the business
activity. In this the
partner share the profit
and losses equally
(Putra, 2018).
Moreover, they share
the responsibility
equally and take equal
part in decision making
process.
This form of ownership
is more flexible than
the soles because in
this type of ownership
the partners share the
risk and responsibility
equally. In this form of
ownership the decision
are taken promptly.
There is equal right of
partners in the
management of
business.
They have unlimited
liability due to which
they have risk of losing
their personal property
for the debts of
partnership firm. The
income of the partners
in individually tax
which is same as sole
trader.
Unincorporated It is an organisation The personal limited There is no existence of

association which is set up through
an agreement between
ta group of people for a
reason rather than
making profits.
liability of individual is
reduced. It can enter
into a contract. There
are no formalities are
involved in formation
of unincorporated
association.
separate legal entity.
Management
committee is personally
responsible for the
group obligation.
Company: The company is form
of business structure
which consist of board
of directors and
shareholders. It is
formed to carry out
business activities.
The company have
limited liability as it is
separate legal entity in
the eyes of law which
means the owners of
the company are not
liable for the debts of
entity.
It is difficult to form a
company as it requires
more formalities than
other form. They enjoy
tax benefits. Moreover,
there is lack of secrecy.
Purchase method advantages disadvantage
Cash purchase Using cash as a purchase option
is more advantageous as it
increases the trust and
moreover there is not
transaction fees associated with
cash purchase.
There is a financial risk in
carrying cash for purchase as it
can be easily lost of stolen.
Moreover, there is no security
against unauthorized use.
Bank loan Using bank loan as purchase
option is beneficial because it is
cost effective and flexibility as
the payment is made through
instalment.
Larger loans contains terms and
conditions. Bank charge interest
for using bank loan as purchase
option.
Franchise The risk of business failure is
reduced. The products and
services already have
established market share.
The cost of buying franchise is
higher. The agreement includes
restrictions.
Family loan The family loan is acquired at There is a risk of strained

low interest rate and have more
flexible repayment methods.
relationship. Moreover, there
are chances of conflicts.
Joint purchase with friends/
family/ business associates
There is a commitment and the
risk is shared with the other.
Moreover, it decreases burden
on individual.
There may be conflicts with
family, friends etc. due to which
there may be problems .
re- mortgage own home It is a cost effective way of
borrowing funds. It is flexible
to consolidate the debts
(Azuela, 2018).
Stretching the debts to a longer
time can increase the cost of
borrowing. Moreover, there is a
risk of repossession of home for
the non- payment.
Grading and classification system
Grading system is used by hotel in order to provide the customer with information regarding
the level of services provided. The hotel are graded on the scale of 1 to 5 star in which 5 star is the
highest grade provided to the hotel and indicate that is the best hotel and is luxurious hotel. Grading
system help in attracting customers towards the hotel by providing them understanding about the
quality of services offered by the hotel of different grades (Rogerson and Rogerson, 2019). The role
of grading system is to all comparability between different hotel on the basis of grading. Different
grading system includes stars, crowns, diamonds etc.
One star is the lowest grade and indicate that the hotel provide basic accommodation. Hotel
classification system are widely in accommodation sector and it is a means of providing an
indicator to both customers and intermediates. This helps to rate the hospitality business on the
basis of services, quality, value for money, accommodation etc. The grading are provided on the
basis of services provided by Hotel it includes essential, basic, Nice to have, luxury and hyper
luxury. There are different types of customers which are attracted by the different grades provided
top the hotel (Burton and Kellaway, 2018). For example, Five star hotels represent hyper luxury
services which is affordable by the luxury customers. Whereas the essential facilities such as bed is
provided by low rated hotel which provide basic accommodation services and are affordable by low
income group customers or need based customers. Another type of customers which belong top
middle income group and afford the 2 or 3 star hotels. The decisions of customers is based on the
services quality provide by the hotels.
Requirements Provided

Essentials Essentials items for the guest consist of towels,
waste-basket, clock, space for clothes, basic
toiletries, food etc.
Basic Internet, adequate safety or security, comfortable
beds etc.
Nice – to- have Complementary breakfast, shampoo &
conditioner, body lotion, laundry bag, tea &
coffee, slippers, extra pillows and blankets.
Luxury Fitness centre, breakfast and meal anytime,
complementary city pickups and drop off
services,
Hyper – luxury Luxurious furniture, room with swimming pool,
spa facilities in room etc.
The function of front office department and type of services covered under this department
Front office department act as a public face of the hotel. They provide assistance to guest
during their stay. It refers to the reception area or the core operation department of the hotel. The
employees that work in the lobby are also part of the front office as they deal with guest directly. It
includes various function where there is direct contact with the guests. The functions performed by
front office department includes reservation of rooms for the guests providing them services
relating to their needs. The front office department consist of cashier, information and registration
sections. Moreover, the receptionist perform function such as telephone operator, reservation of
hotel; rooms etc.
A guest for any enquiry related to the facilities, money etc. can contact with the front office
department. The front office department is responsible for operating the telephone which is
responsible for handling all incoming and outgoing guests call. Front office cashier is responsible
for updating guest bills, keeping up-to date cash and credit transactions etc. The front office
department coordinate with lobby , departure, housekeeping etc. they provide different services to
guest such as information relating to their bookings etc. The functions performed by this department
consist of reservation, reception, communication, concierge, bellhop services, auditing etc.
Different roles found in this department
The front office department of Marriott hotel consist of the following :
 Front office manager : It is the person having control over the various operations
performed by this department. It performs administrative functions. The responsibilities of
front office manager is to maintain discipline in the department. It is the duty of this person
to hire and fire the staff. Moreover, it prepares budget, target revenue.

 Reservation manager : It is responsible for preparing and maintaining reservation status. It
is responsible for proper supervision of reservation system.
 Front office supervisor : It controls all the section of front office and ensure smooth and
effective functions as per the system and standard set by the management. The
responsibilities of supervisor is to conduct regular briefing of the staff. It checks
reservation, bills, rates etc. on the special required of guests.
 Front office cashier : It is responsible for posting vouchers into individual bill and carry
out all cash transaction and prepare the related documents. To maintain cash register and
petty cash flow etc.
 Receptionist : It is responsible to receive the guests promptly and assign them room.
Moreover, it the duty of receptionist to calculate room availability and advice reservation. It
is responsible for preparing room report and occupancy list.
 Night manager : It is responsible for supervising the operation throughout the night. It
represents management when decision must be made during these hours. It keeps close
watch on night clerks.
 Night clerk : It is responsible for assigning room to guests. It gives and receives key
maintaining a key control.
PART 2 (LO 3 & LO 4)
Key roles found within house keeping department
House keeping is an operational department of Marriott hotel. It is responsible for
maintenance of cleanliness, public areas, back areas and surroundings. The role that are found in
housekeeping department consist of the following :
 Executive housekeeper : It is responsible for briefing, planning and counselling to the
subordinates. It is responsible for creating the profession impression of department in front
of customers. It organises and set up ongoing deep clean schedules.
 Assistant housekeeper : It is responsible for ensuring that high standards of cleanliness are
maintained throughout the hotel. It must be aware of all hotel services and activities.
 Housekeeping supervisor : It is responsible for ensuring that staff is aware of work hours.
It instructs the staff in cleaning routines and schedules. The supervisor in the hotel consist of
floor supervisor,b public areas, control desk, linen room supervisor, laundry and night
supervisor.
 Room attendant : It is responsible for providing room services to guests and includes linen

room attendant, uniform room attendant, laundry attendant etc.
Importance of forecasting linen stock
Forecasting is an important part for making effective decisions for the future. It is important
for hotel to forecast Linen inventory. The linens room includes activities such as counting and
sorting of soiled linens. Storage of fresh linens etc. The forecasting of linen inventory for the hotel
includes location, space, entrance, floors and walls, lightening and ventilation, storage etc. It is
important to make planing for inventory of linen in the hotel (Heagney And et.al., 2018). The hotel
linen room must be such as to facilitate the easy flow of linens to and from the laundry. The
planning must be made for the space allocation of the linen room. It helps in reducing the cost of
hotel as there is no laundering necessary. It requires less storage place and less staff which means
fewer salary to pay. The guest supply includes bed, table and chairs, wardrobe with locker facilities
etc. Bedding includes Mattress , bed sheet, bed cover, pillows etc.
Interrelationship between house keeping and other department in respect to quality provision for
guests
Housekeeping department is responsible for maintaining cleanlinesses in the hotel in order
to attract customers towards the hotel. Housekeeping department have to coordinate with other
department such as laundry, front office, sales and marketing, human resource, maintenance etc.
 Housekeeping interrelationship with front office : Housekeeping department is
Illustration 1: Housekeeping organisational structure
(Source : Housekeeping Department Organization Chart, 2018)

responsible for preparation of room and front office sales that room after it is prepared by
housekeepers. It is required that there is a close relationship between the housekeeping
department and the front office because if the room will be cleaned the front office
department will not be able to sell the room (Oliver, 2018). Front office department report to
housekeeping department about the number of rooms vacated so that they can clean the
rooms.
 Housekeeping coordination with Human resource : Housekeeping department coordinate
with human resource department for recruitment of staff in their department, issuing of
identify cards, lockers promotions etc (Housekeeping Co-Ordination with Other
Department, 2018).
 Housekeeping interrelation with maintenance department : Housekeeping department of
the maintenance of room require ton coordinate with the engineer's department ton fix the
furnitures, replacement of electrical items etc.
 Housekeeping interrelation with laundry : The house keeping department coordinate with
the laundry people to wash dirty clothes and deliver clean cloths to the guests in order to
improve the experience of guest with the hotel and provide them quality services.
The Housekeeping department of Marriott hotel co-ordinating with its other department in
order to provide the customers with quality services to improve their experience at the hotel and
retain the guest for a longer period. House keeping department coordinate with other department in
order to identify the information regarding the rooms which requires cleaning to satisfy the demand
of guest and attract more guest toward the hotel.

Importance of scheduling maintenance or repair work to minimise disruption to guests
It is important for the hotel to schedule the maintenance in order to provide the customers
with better services without any disruption. It is required to scheduled maintenance or repair work
in order to reduce any defect arising in the equipment or items. Marriott by scheduling the activities
relating to maintenance can repair the items such as electrical, plumed items and fixtures and
fittings. Marriott schedules the repair work for fans, repair related to lights in the rooms etc. It is
required to schedule maintenance of the hotel for reducing the problem such as burnt bulbs, broken
TV, issues related to switches, clogged baths and toilets, air conditioner not working properly etc.
Hotel by maintenance and reduce all these problems which will helps in attracting more customers
and increasing their profitability (Bould and et.al., 2018). By providing maintenance facilities on
the weekly/ or daily basis can reduce the disruption to guest and is able to provide high quality
services to customers. The maintenance department of Marriott is responsible for maintaining safety
in hotel by checking regularly the lights and other items to fix them if there are any issues in order
to reduce problems.

Importance of security in Marriott hotel
It is important to have security in the hotel in order to protect staff and guests. Security ion
the hotel is important to protect the property damage. Moreover, Marriott is having strong security
system in order to protect guest from crimes such as murder, health hazards from outsiders, hotel
staff etc. Security is important in hotel to protect the funds as in order to do so the cash must be
accessible to only one person (Quilliam, Bigby and Douglas, 2018). The following are the areas
which are required to have proper security :
 Guests : protection from crimes such as murders, abduction etc. and other security issues
relating to food poisoning ( (TOP 7 REASONS YOU NEED HOTEL SECURITY, 2017)).
 Staff : It includes providing staff lockers, insurance, protective clothes such as shoes, fire
fighting drills etc.
 Guest luggage : The security is required to protect luggage of guest through use of luggage
trolley and bell hop trolley.
 Hotel equipment : Security is required to protect the equipment of hotel such as kitchen
equipment, lifts, boilers, etc.
Marriott in order to protect the guest from various harmful effect provide safe and strong
security arrangement for them to protect the guest and the staff members.
CONCLUSION
From the above study it has concluded about the scale and size of Marriott hotel which is a
large – sized hotel operating at a global level the scale of this hotel is also large as it is a five star
hotel. Moreover, this study has provided understanding about different form of ownership such as
sole trader, partnership, company etc. Moreover, it has discusses different grading system based on
essential, basic, nice to have, luxury and hyper luxury. It has also provided with information
regarding interrelationship between housekeeping department with other department which has
concluded about the interrelationship with front office department, human resource etc.

REFERENCES
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Heagney, E.C. And et.al., 2018. Optimising recreation services from protected areas–Understanding
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Housekeeping Department Organization Chart. 2018. [Online]. Available
through :<https://setupmyhotel.com/train-my-hotel-staff/hk/255-hk-dep-chart.html>
TOP 7 REASONS YOU NEED HOTEL SECURITY. 2017. [Online]. Available through
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Housekeeping Co-Ordination with Other Department. 2018. [Online]. Available through
:<https://www.bngkolkata.com/web/housekeeping-co-ordination/>