Managing Accommodation Services

This presentation provides an overview of managing accommodation services in the hospitality industry. It covers topics such as different types of accommodation services, commercial vs non-commercial businesses, forms of ownership, grading and classification systems, the role of online review sites, and the function and key roles of the Front Office department. The presentation concludes with a summary and references.

Managing Accommodation
Services
(Part A)

Table of Contents
Introduction to the hospitality industry
Different types of accommodation services
Difference between commercial and non-commercial business
Different forms of ownership
Grading and classification systems and the role they play when
potential guests look for and book accommodation
Role played by online review sites
Function of the Front Office with reference to three different types of
accommodation provider
Key roles of the Front Office department in meeting the
organisation’s business objectives
Conclusion
References

Introduction to the
hospitality industry
An accommodation is one of the
important components for the
travellers which contribute to the
overall experience of the customers.
In accommodation lodging and food
services are included and is an
integral part of the hospitality
industry.

Different types of
accommodation services
Various types of accommodation services are provided which are
based upon their size and operation model.
Global hotel chains and consortia: It is an establishment that
provides accommodation facilities to the customers. The hotel can
be rated between one-start to five-star which depends upon their
size, amenities etc.
Serviced and non-serviced businesses: Non-serviced businesses
are normal apartments that are rented for a short period of time and
look like home stay.

Commercial vs non-
Commercial Businesses
A commercial business is the one in which the purpose of the
businesses is to earn profits. While the non-commercial businesses are
those in which the businesses aims to serve the society for their welfare
or exist with some other reason.
Commercial businesses pay taxes for against their earnings and have
shareholders who invest in their company. Such businesses offer
various products and services o to the customers or to any other
business. While non-commercial businesses accumulates reserves and
are generally owned by any government body.

Different forms of ownership
The hospitality industry is very large in which various services are being
offered to the customers. Due to this the focus on accommodation
services is increasing so that the customers satisfaction can be improved.
For this it is important to consider various forms of ownership which are
given below:

Continue....
Individually owned properties vs Chain hotel management: In this
form of ownership, the entire property is managed and owned by a
person or a group of person. For this decision making is done by them
on their own and due to which all the risk are borne by them. The
success and failure of the business completely depends upon them
solemnly as they formulate various strategies and polices for operating
the business.

Continue....
Franchises: These are those ownerships in which one business gives
permit to other to use their logo, name and protocols so that they can
operate efficiently.
Management contacts: These are the hotel management practice in
which properties which are owned by others are managed by hotel
management enterprises.

Grading and classification
systems
The customers analyses various services that are offered by the
organisations as on the basis of this their grading and classification is
done. On the basis of grades, visitors determine the organisation whose
services will be taken by them. Organisations are classified on the basis
of various elements such as prices of the services, services offered,
quality of the services etc. These services and items enable the
customers in deciding the place for availing the services. Various
elements that are taken into consideration by the customers include:

Role played by online review sites
People consider various aspects before availing any service and for this they
analyses various reviews that are provided by the visitors for a particular place.
People share their experiences on various online sites such as Trip advisors,
Google and on various other sites on the basis of which other customers take
their decisions. Hotels like Hilton, Marriot they take feedbacks from their
customers so that they can improve their services and ask their customers to
provides review on various sites so that the others can compare their services
with that of others. But for this the organisation need to be conscious as any
negative review can affect their operations adversely.

Function of the Front Office
The Front office of a business is a core area for accommodation
service provider as they manage and handle all the operations of the
organisation. This is because they attend the guests, caters their
requests etc. Various functions of the Front office for different
accommodation service providers are:
Reception
Guest Services
Night Audits

Key roles of the Front Office
department
The front office staff plays crucial role in rendering better
services to the customers so that they can be satisfied. They
provide various services such as reception services, guest
services, bell services etc. With the help of such services they
can facilitate the organisation in achieving various
organisational goals. Some of the roles that the front office
department plays are:

Continue...
Front office managers: The front office manager of the organisation
ensures that better and high standard services are provided to the
customers so that the experiences of the guest can be improved and
their organisational objectives can be achieved.
Guest service managers: The guest service managers of the
organisation ensures effective checking in and out of the customers,
reserving the rooms, providing various recommendations etc. so that on
services can be made available to the customers.

Continue...
Night Auditor: The night auditors are responsible for reconciling
various documents accounts of the guests, closing of the day etc. This
brings clarity in the operations and in settling the accounts of the
customers. With this they can bring efficiency in their operations so
that their organisational efficiency can be achieved.

CONCLUSION
It is concluded that the front office staff put various efforts for
satisfying the customers by way of continuous interaction with them,
providing them better exposure in the hotel and many more. The front
office staffs represent the hotel before the customers with which they
can improve their image. Also they anticipate the requirements of the
guests so that they can be satisfied effectively.

REFERENCES
Bowie, D., and et. al., 2016. Hospitality marketing. Taylor &
Francis.
Chang, W. and Busser, J.A., 2017. Hospitality employees
promotional attitude: Findings from graduates of a twelve-month
management training program. International Journal of
Hospitality Management. 60. pp.48-57.
Okumus, F., and et. al., 2019. Strategic management for hospitality
and tourism. Routledge.

Thank you...