Accommodation Services in Hospitality Industry

This document discusses the scale and size of accommodation services in the hospitality industry, different types of ownership, functions of the front office and housekeeping divisions, the importance of predicting linen stock, and the interrelatedness between housekeeping and other sectors. It provides insights into the hospitality industry and its various aspects.

Accommodation
Services
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Table of Contents
Introduction......................................................................................................................................3
TASK 1............................................................................................................................................3
P1 Define the scale and size of accommodation services in hospitality industry..................3
P2 Justify different types of ownership present to accommodation industry........................4
P3 Define function that, scaling, categorisation systems as well as online review sites play
when potential guests look for and book................................................................................4
TASK 2............................................................................................................................................5
P4 The front office purpose inside a variety of accommodations facilities..........................5
P5 The key functions and roles within the front office department.......................................7
TASK 3............................................................................................................................................7
P6 The Function and roles of housekeeping division...........................................................7
P7 The Value & importance of predicting linen stock and other guest supplies...................8
P8 The Importance of interrelatedness between housekeeping and other sector..................9
TASK 4..........................................................................................................................................10
P9 Describe the importance of planning maintenance or repair work to decrease interruption
to guests................................................................................................................................10
P10 Explain the importance of safety and security within a chosen organisation.............10
Conclusion.....................................................................................................................................11
References......................................................................................................................................12
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Introduction
Accommodation industry is considered as one of the largest sector in hospitality
industry which provides ample number of opportunities in order to work in dynamic
environment. The hospitality sector provides different types of services which includes food
service, accommodation and lodging services in travel and tourism industry for business
expansion. Along with this, they also provide different types of services such as catering,
breakfast as well as living accommodations to their customer (Common, Flynn, and Mellon,
2016). In reference to Marriott international, management team focuses on serving best quality
accommodation services to their customers so they can attain more profitability at the
competitive marketplace. Company is located in Maryland US and was introduced in 1927. This
is a report which discusses about the size & scale accommodation and lodging services within
hospitality sector. Apart from this, their main goal is to attain their goals in an appropriate way.
Also front executives play very essential role in order to take effective decisions for offering
their customers best services.
TASK 1
P1 Define the scale and size of accommodation services in hospitality industry.
It is said that hospitality sector is considered as a biggest and largest industry which
generally gives best lodging as well as accommodation services to their clients. Their primary
aim is to provide high quality services within affordable price to their consumers. Management
team of the hotel focuses on giving high quality as well as luxurious accommodation services
to the customer in order to satisfy their needs and wants. Size and scale of accommodation
services are going to be discussed as follows:
Budget Hotel: It refers to the lower budget hotels which mainly provides basic
requirements to their customers which includes food facility, cleaning room as well as
telecommunication services to their clients within limited and affordable price. For example,
Russell Square generally give low budget accommodation services which are pleasant &
comfortable within low price (Martin-Fuentes, and et. al., 2018).
Middle range hotel: These are the hotels which provides different additional services
and larger rooms to their customer which are more than budget hotel. They focuses on fulfilling
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customer needs by providing them various facilities which consist of positive atmosphere,
pleasant beds as well as internet services. For instance: Sanctuary house hotel provide services
to their customers within middle range.
Luxury hotel: These are the 5 Stars hotels mainly provide high quality and luxurious
services which includes spa, gym, valet & banqueting spas to their customer which assist in
raising experience of customer. For instance, Hotel Cafe Royal gives different gym facilities,
dining bars, spas and online check-in and check out services to their customer.
P2 Justify different types of ownership present to accommodation industry.
Independently owned properties: These are the hotels which run as well as owned
independently and doesn’t have any businesses to adopt their patent. For example, Lancaster
gate hotel is generally run independently in different countries. These are the hotels which
modify their strategies, policies as well as process as per the needs and wants of market. Top
management team of the company take decisions which are related to the financial
performance and also help in maintaining good relationship (Gibson and Parkman, R., 2018).
Chain hotel management: In this context these are the hotels which is run and owned
by similar owner of the organization. Such hotels are located in different countries but
provides similar services to their customer which assist in enhancing the profitability of the
organization. Magnuson hotel is a company which have different chain across the world
which help in gaining more profits. Along with this, they offer different types of services
which includes good atmosphere, gym and spa services to their customers.
Franchises: It gives right and authority to use the name of different parents
organisations for a limited period of time. It will help in increasing the overall sales and
profitability of the organization at competitive marketplace. They are the one which provides
strong brand portfolio which help them in raising their overall market shares.
P3 Define function that, scaling, categorisation systems as well as online review sites play when
potential guests look for and book
The distribution are based on quality of services which is offered by hotel mainly
defines star rating. It means 1 star rating are the lower budget hotels whereas 3 star rating gives
additional services more than hotels which have 1 star rating (Bolton, 2016). In addition to this,
hotels who have 5 star hotels who provides luxurious as well as high quality services to their
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customers. At the end AAA adopts diamonds apart from star ratings in order to define the
levels of the hotel.
Influence of online review websites:
According to the changing situations, it has been identified that online reviews play very
essential role in order to take decisions in context of goodwill of hotel. For instance, Agoda.com
as well as booking.com help in developing faith of customers in hotel while they reserve them.
Online reviews provide both positive as well as negative influence on the mind set of customers
which leads to the development and success of hotels. For example, Positive reviews from
customers help in developing positive image on the other hand negative reviews adversely
affect the brand name and reduces the whole performance and profitability (Christou and Nella,
2016).
TASK 2
P4 The front office purpose inside a variety of accommodations facilities
FRONT OFFICE
It is one of the main part of the organization which deals with consumers as they are the
first one with whom they interact for the first time with hotel. They refers to the voice and face
of the company which directly affects the overall performance of the organization. For an
organisation like hospitality, front office play very essential role in order to maintain strong
relationship with customer.
Functional areas
Functions of front office department includes reception, reservation, concierge, guest
services and many more. All these functions are going to be discussed as follows:
Reservation : It refers to the most essential function where manager of the hotel work in
order to receive application and request from customers in order to book required space and
place for them.
Reception : It refers to the starting interaction point where front desk officers welcome
their customers and make them aware about the services offered by them. Along with this they
also give required information to their customers which assist them in examining as well as
satisfying there requirements and demands (Xie and Mao, 2017).
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Guest services : It defines as the function where manager ensure that each and every
person feel satisfied with the services offered by the hotel. Management team of the hotel
focuses on smooth functioning regarding their check-in & check-out procedures.
Front office business chart
It refers to a graphical chart which represents the roles, duties and responsibilities of
each and every staff member of the company for the accomplishments of their goals and satisfy
the needs of customers.
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(Source: Front Office Organisation Chart / Front Desk Organization Chart, 2020)
P5 The key functions and roles within the front office department
It is said that front office department of a business organization have different types of
functions which they need to perform in order to achieve their goals and objectives. It is one of
the most essential department in a business organisation where customers first interact with the
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company. In reference to Marriott international, front office department requires to perform
various functions which are discussed as follows:
Reservation : It is said that first and most essential role of a front office section is to
reserve place for their customers as per their needs and wants. In context of Marriott
international, in order to reserve space, managers require experienced and highly skilled
employees so they can effectively interact with their customer (Ragab and Meis, 2016).
Reception : It is most necessary department and also known as the face of hotel as they
make first interaction which assist in building strong and positive image in the mind. For this,
managers of Marriott place right person who have effective communication, influencing and
effective listing skills. This will positively affects the goodwill of the organization at the
competitive marketplace.
Information Desk : It refers to a most essential function where all the information
which are related with the offering and services of hotel are provided to the customers by the
manager. Some of the receptions of small hotels perform this function whereas large scale hotels
like Marriott have separate department.
TASK 3
P6 The Function and roles of housekeeping division
In present time, it is said that housekeeping is specifically being considered as a crucial
department of a business organisation in hospitality industry, which performs different range of
tasks like mopping, cleaning rooms, removal of dust from all the rooms and so on. Including this,
they also ensure comfort along with the safety as well so that clients could effectively spend the
best time in hotel's premises. If it is talked about Marriott International then this hotel is also
looking forward to expand their operations among different areas, where its housekeeping
department should consists of different functions and responsibilities. Some of these are
presented underneath:
Functions of Housekeeping Department:
Some of functions of Housekeeping Department of an effective business hotel are
maintaining, organizing, & supervising in order keep a clean and healthy environment for clients
(Celata, Hendrickson. and Sanna, 2017). In the same way, it will be required by Marriott
International as well to carry different range of rules and regulations as there housekeeping
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sector have septate manger for performing this job which impacted positively on Marriott's
performance level because of specialisation different services offered by them.
Roles & responsibilities of housekeeping department:
 Primal role of Marriott's housekeeping department, use to give Training to new
representatives about occupation and execution measures, which association follow in
cleaning process. It additionally rousing existing representatives by giving them great
intensives to best execution.
 Marriott also guaranteed it's compelling utilization of apparatuses for cleaning of
association as there are a few devices which can be peril for life of servants these
synthetic substances are perilous to such an extent that housekeeping staff must adhere to
guidance of more significant level from bosses and furthermore require security gears
like gloves, various shoes and so forth (Razzaq, Hall and Prayag, 2016).
 Great Communication is must for association accomplishment for which all
housekeeping staff must discuss obviously with each other and with the individuals who
utilize the offices. This will help in building up better coordination between all the offices
just as in housekeeping division. This is the fundamental focal point of Marriott to build
up viable correspondence.
P7 The Value & importance of predicting linen stock and other guest supplies
It is specifically consists of a particular strategy that can be utilised and helps in
foreseeing eventual fate of firm. Administrator of Marriott International could effectively take
into consideration of different values along with the importance of predicting line stock, where
distinguishing future along with the arrangements for it by making possibility stores and great
execution principles. There are some of significant importance of predicting linen stock and
other guest supplies and these are presented underneath:
Managing linens : Using linen clothes within Marriott International helps this hotel in
gaining high satisfactory from customer with the help of small things like towel, silk bedsheets,
appropriate curtains and so on.
Uniforms : Marriott International along with big sized business organisations within the
industry consists of a separate dress for all it's departments based on the different positions
(Khoo-Lattimore and Gibson, 2018).
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Guest loan items : Marriott International is specifically performs a forecast about guest
loan items, which can be anything from Ironing board, Irons, Electrical shaver, Hair dryer, alarm
clocks and Curling Irons.
Cleaning supply : While forecasting about the needs of organization it is also important
to forecast cleaning supply in the organization these are Cleaning Chemicals Professional Steam,
Brooms Drain Cleaning Cleaners and Cleaners Oder Control.
Also, it is said that when it comes to maintain the hygiene it will be required by Marriott
International to maintain much more effective environment for the business organisation. This
will lead and ensure housekeeping and other departments to supply right service to staff based on
the requirements in much effective and efficient manner (Bae , 2017).
P8 The Importance of interrelatedness between housekeeping and other sector
Housekeeping is a significant branch of firm and other division needs to facilitate with it
this is provided that there is a decent connection between all office than firm will be gainful for
since quite a while ago run.
Housekeeping co-ordination with front-office
Both the departments within Marriott International (Front office along with the
housekeeping) performs in a coordinated way, which helps them in enhancing the sales of this
organisation. Also, it has been found that no relation among these departments may lead to create
number of problems in for Marriott International. Which can impact in loss of sales and decline
in profit.
Housekeeping and F/B service
Within today's scenario it is said that different operators within this hospitality industry
like restaurant, banquet and other F/B outlets have high dependency on housekeeping department
of firm this is because they require requires napkins, clean tablecloths, etc. which is to be done
by housekeeping department. So it is responsibility of this department to maintain coordination
with housekeeping department.
Housekeeping co-ordination with security
Security of customers is must for every organization as they are the way to success of
organisation (Chazan, 2019). Housekeeping department of organization is must for security
department as they know whole about their customers and belongings of customers, which will
help security department at the time of confusion or theft of any belonging of customer.
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Store and housekeeping
Low scope hospitality firms like hotels and restaurants and more doesn't have various
stores they have a solitary general store or a particular area for each office yet enormous working
firms have various stores for each need. Collaboration between these is significant as stores are
essential for satisfying every day needs of association for encouraging clients (Prayag and
Ozanne, 2018).
Housekeeping with kitchen
Coordination between housekeeping sector is important as housekeeping provides day to
day fresh input for the kitchen people and ensure pest control in kitchen area for maintain clean
environment.
TASK 4
P9 Describe the importance of planning maintenance or repair work to decrease interruption to
guests
This maintenance department of hotel is essential part of organisation which help firm in
getting to different department of firm. For increasing goodwill in front of customer this
function have important role in organisation. In context of Marriott International this
department is important function as it help in maintain good working condition in whole
business atmosphere ans will increase confidence of customers to get fresh feeling and stay
happy in different place. For instance, the staff member of hospitality firm confirm that all the
switches and other function related to comfort of customers are working with full effectiveness
and they will increase the satisfaction of customers. .they also check that supply of electricity
is in proper way or not , if not then they use suitable tools to repair it fir increasing customer
satisfaction in organisation and remain there interest for regular visit and good feedback about
the staff as well as hotel. All the issues related to safety of guests and there accommodation are
Handel by this staff of hotel. Repair department of organisation also work as medium of
organisation to help customers. Thus, it is important for hotel industry so that they fulfil and
complete the requirement and demand of customers (Common and Mellon, 2016). Maintenance
of service is also essential because in service industry ample number of functions as well
operations are involved which requires proper analysis. in front of customer. This is the task of
this department to solve the problems which will leads in satisfaction of customers.
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P10 Explain the importance of safety and security within a chosen organisation
This organisation have paid there main focus on safety and security of their customer as
well as its staff. Customer security is maintained by using CCTV camera in corridors and other
places of origination . Staff members maintain the services and management so that hotel remain
recognized in customer eye. Also they target mass customers so that their services are used with
proper utilisation and ion proper manner. Thus, it is important for hotel industry so that they
fulfil and comple4te the requirement and demand of customers. Maintenance of service is also
essential because in service industry ample number of functions as well operations are involved
which requires proper analysis international has maintained spatial department for there
customer security which is named as security department (Martin-Fuentes and et. al., 2018). It
have qualified and well trained staff which pay attention on there customer security. Company
front office department have also well trained staff which focus on safety of employees of
organisation this is done through regular monitoring of employees. Company have also invested
large amount on there capital resources like design ans decoration . And safety of these items is
also important part of organisation. Marriott international have made separate team which will
monitor the staff and customer that no one can damage these property.
Conclusion
After the above analysis of report it can be concluded that hotel industry are mainly
focuses on their service and customers. security and technologies bared important in service
industry. Staff members maintain the services and management so that hotel remain recognized
in customer eye. Also they target mass customers so that their services are used with proper
utilisation and ion proper manner. Thus, it is important for hotel industry so that they fulfil and
comple4te the requirement and demand of customers. Maintenance of service is also essential
because in service industry ample number of functions as well operations are involved which
requires proper analysis.
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References
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Xie, K. and Mao, Z., 2017. The impacts of quality and quantity attributes of Airbnb hosts on
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using a Tourism Satellite Accounts approach: A pilot study of the accommodation
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Razzaq, S., Hall, C.M. and Prayag, G., 2016. The capacity of New Zealand to accommodate the
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Khoo-Lattimore, C. and Gibson, H.J., 2018. Understanding women's accommodation
experiences on girlfriend getaways: a pragmatic action research approach. Current
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Bae and , 2017. Shared experience in pretrip and experience sharing in posttrip: A survey of
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Chazan, 2019. An anatomy of Ghanaian politics: Managing political recession, 1969-1982.
Routledge.
Prayag, G. and Ozanne, L.K., 2018. A systematic review of peer-to-peer (P2P) accommodation
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Online:
Front Office Organisation Chart / Front Desk Organization Chart, 2020. (Online) Available
Through: <https://setupmyhotel.com/train-my-hotel-staff/front-office-training/744-
front-office-organisation-chart.html>
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