Managing Accommodation Services in Royal Lancaster, London

This report discusses the roles and responsibilities of front office and housekeeping departments in managing accommodation services in Royal Lancaster, London. It highlights the importance of interrelationships between housekeeping and other key departments, scheduling maintenance work, and security measures. The report also covers different accommodation services and the role of front office in ensuring overall guest satisfaction.

Managing Accommodation
Services

Table of Contents
INTRODUCTION...........................................................................................................................3
MAIN BODY..................................................................................................................................3
Front office department and the roles and the responsibilities within the organisation..............3
Key roles of housekeeping department in the Royal Lancaster, London....................................4
Importance of forecasting linen stock and other guest supplies to ensure sufficient supply to
meet demand................................................................................................................................4
Importance of interrelationships between housekeeping and other key departments.................5
Different accommodation services and the role front office.......................................................6
Importance of scheduling maintenance or repair work to minimise disruption to guests...........7
Importance of security within Hotel Royal Lancaster.................................................................8
Role maintenance plays within the accommodation services in ensuring overall guest
satisfaction...................................................................................................................................8
Importance of communication between the housekeeping and facilities department that meet
overall guest satisfaction..............................................................................................................9
CONCLUSION................................................................................................................................9
REFERENCES................................................................................................................................1

INTRODUCTION
Accommodation services refers to the managing all the services of the organ9isation in
effective as well as efficient manner. It is one of the largest sector of the United Kingdom where
large numbers of people in the accommodation services. It is considered as the essential element
of the hospitality industry which attract the visitor to enjoy the services of the organisation in
appropriate manner. The present report is based on the famous leading hospitality industry
named as the Royal Lancaster, London UK. The hotel is renowned for the luxury services
offered to the consumer with the motive of satisfying them and increase the value of the brand in
marketplace. Furthermore, the study will examine the hospitality industry and discuss the
commercial as well as non-commercial business in accommodation sector. Along with that the
report will discuss the role of grading, classifications system and online reviews in decision-
making process. Moreover, the study will highlight the role of the front office, housing
department, accommodation services as well as importance of the security and linen stock within
the organization.
MAIN BODY
Front office department and the roles and the responsibilities within the organisation
The front office department play essential role in the organisation in effective as well efficient
manner. Along with that the department manage all the function of the organisation and provide
wellness to the consumer in order to increase the profitability of the company. When the
customer visit in the hotel the individual person firstly interact with the front office people and
the member of front office allow the clients or the consumer to checking the hotels room in order
to enjoy the services as well as enhance the experience. The motive of the front office
department is to maintain the relationship with the consumer and provide the satisfaction. Along
with that the department is responsible to interact with the consumer to book the reservation as
well as solve the quarries of the person. The department include the services such as reception,
mailing information, bellhop, luggage of the customer and auditing services (Nimri, and et.al
2020). Along with that the members of the sector are responsible for increasing the performance
of the company in the marketplace. Beside this the hotel is avaiable to generate the highest
revenue with the assistance of this department because it is first and the last place where the
consumer and the members of the organisation make communication. When thee guest willing to

deliver feedback comments or the reviews the individual person prefer to visit front office of the
hotel. The main work of the front office department is to a lot the rooms to the visitors in a
proper and the systematic manner. The front office department of the royal Lancaster managed
the records of the all customers who acquire the services of the company. The department give
comfort to the customers with the strong problem solving and communicational skills.
Key roles of housekeeping department in the Royal Lancaster, London
A department which is accountable for the activities related to cleanliness, maintenance
and keeping the surroundings clean, healthy and beautiful is known as housekeeping. The key
roles of housekeeping department are as follows:
Carrying out routine tasks
The housekeeping department of the Royal Lancaster carries out routine activities which
involves cleaning rooms, corridors, porches, hallways and other areas (Park, H., and et.al 2019).
It includes dusting, mopping and changing bedsheets regularly.
Management responsibilities
The housekeeping department is also accountable for various management activities. The
housekeeping department of the Lancaster hotel has to schedule tasks, meetings and shifts. It has
to prepare a checklist of tasks which needs to be carried out and ensure their completion on time.
Laundry
It is the responsibility of housekeeping department under Hotel Royal Lancaster to collect
the guest laundry as well as the hotel linen and send them to the laundry room. The department
needs to ensure that the guest laundry reaches the guests after being washed on time.
Performing other duties
The housekeeping staff of the hotel Royal Lancaster also delivers different equipment to
the rooms of the customers and tries to meet their demands. This department also manages the
inventory of the hotel and ensures smooth functioning of operations within the hotel.
Importance of forecasting linen stock and other guest supplies to ensure sufficient supply to meet
demand
Forecasting of linen stock and other guest supplies refers to identifying the need of inventory
within the hotel which will be needed in the near future to meet the demands of the customers

and ensure smooth functioning of the operations. Importance of Forecasting of linen stock and
other guest supplies:
Ensure proper supply
The prediction of future requirement of inventory and linen stock helps the hotel in stocking up
with the necessary amount of products within the hotel in all the departments (Priyangika, and et.
al 2020). It further provides a base for taking future decisions and ensure proper supply of
inventory and other products at all times without disrupting the other activities.
Prevent overstocking
The estimation of future requirements provides the hotel staff with a calculated figure for
stocking up the inventory. It prevents the hotel from overstocking and thus reduces spoilage and
brings efficiency. It also avoids taking unnecessary space under the hotel.
Effective budgeting
Planning out the future requirements in advance helps the hotel in making effective
budgets and makes sure that the hotel has the necessary funds to meet the requirement. It gives
time to the finance department for the arrangement of funds as they have to manage the funds for
each and every department.
Importance of interrelationships between housekeeping and other key departments
Housekeeping plays an important role within the hotels and works as the central body
which coordinates with several other departments of the hotel. The interrelation of housekeeping
and other departments under the Hotel Royal Lancaster is as follows:
Housekeeping and Front office
The role of housekeeping within the Hotel royal Lancaster is to keep the rooms, corridors
and other areas clean and maintain the hotel. And the role of front office is to sell the rooms to
the customers (Sayin, . and Karaman, 2019). Therefore, it is necessary for the housekeeping and
the front office to timely coordinate with each other and keeping close relations for the purpose
of increasing the sales of the Hotel.
Housekeeping and Human resource
Hotel Royal Lancaster makes sure that the housekeeping department properly coordinates
with the human resource department for the purpose of issuing identity cards, allotment of
lockers, and issues relating to staffing and recruitment.

Housekeeping and Food and beverage service
There is a need of housekeeping department under food and beverage services as the
kitchen staff regularly needs clean uniforms for working in the kitchen. The tables in restaurant
area needs clean tablecloths, napkins, in order to maintain the hygiene of the Hotel Royal
Lancaster. It helps the hotel in providing accommodation services to its customers and building
relations with them.
Housekeeping and maintenance department
For any obstacle that comes within the Hotel Royal Lancaster, the customers tries to
communicate about the issue to the housekeeping department. Then after confirming the issue,
the housekeeping department coordinates with maintenance department for all kinds of repairs
such as faulty electronics like AC, or any other deficiency under the hotel. By this way, the
housekeeping department of the Hotel Royal Lancaster helps in providing services to its
customers by communicating with maintenance department. Maintenance includes electrical
work, boiler work, mechanical work, plumbing, carpentry, routine maintenance, preventive
maintenance and scheduled maintenance so that the customers won't face any troubles.
Housekeeping and security department
The housekeeping staff is aware of all the emergencies that can arise within the Hotel
Royal Lancaster which includes fire, theft, and safekeeping of keys. There are a number of other
hazards that can arise any time within the hotel premises. Therefore, it is important for the
housekeeping department to be in touch with the security department and ensure the safety of the
customers as well as their belongings on the premises.
Different accommodation services and the role front office
Accommodation services refers to a place where people can stay or live. It includes hotels, bed
and breakfast, chalets, hostels, guest houses and many more.
Hotels
Hotels are the most common type of accommodation service. It provides a person a place
to stay in exchange for a particular amount for a particular period. The front office is the first
department that comes in the contact of the guests (Mankame, 2021). It keeps and maintains the
list of guests, provides necessary services to them and ensures that the guests are satisfied with
the services of the staff. Therefore, the front office plays an important role in achieving positive

grades and helps the hotel in achieving the objective by retaining the customers increasing the
profitability.
Bed and breakfast
Bed and breakfast is a kind of accommodation services which provides a person with a
space to live and food to eat for which the customer has to pay an amount. The front office under
this service provides the customers with facilities which can improve the grading of the place
and enhance the customer satisfaction (Järvi, 2019). The front office under this service takes
orders from the customers and listens to the feedback in order to constantly enhance the
facilities.
Guest houses and homestays
Guest houses and homestays are similar to the bed and breakfast services but there is a
little difference between them. The guest houses and homestays are generally bigger than the bed
and breakfast service but might or might not include the breakfast service in the price of the
room. The front office of guests houses and homestays listens to the requirements of the
customers and works to meet them accordingly. It constantly stays in touch with the customers in
order to provide services that can enhance the level of satisfaction within the customers and
improves the grading and profitability of the guest house.
Importance of scheduling maintenance or repair work to minimise disruption to guests
Scheduling maintenance refers to performing routine repairs within the hotel in order to
keep smooth functioning of the hotel and avoid problems which can trouble the guests.
Benefits
Boosting the workflow
Scheduled maintenance helps the hotel in avoiding technical dysfunctionality that might
occur in future because it involves regular checking of all the systems, electronics and other
technical services existing in the hotel (Kumar). It mitigates the hindrance that can affect the
guests.
Improves customer satisfaction
The constant servicing and repair work in the hotels helps in enhancing the customer
satisfaction as they do not get any opportunity to complain when everything is already in their
favour.

Importance of security within Hotel Royal Lancaster
The Hotel Royal Lancaster is a five-star hotel and it is the mission of the hotel to provide
great satisfaction to its customers in terms of all the services offered including the safety.
Keep watch on entry and exit
The Hotel Royal Lancaster appoints security officers to be present at the entry and exits
gates of hotel in order to stop people at the entry if found suspicious. And, ensure the safety of
the guests that are inside the hotel.
Quick response to emergencies
The hotel Royal Lancaster provides their guests with various types of security officers
which the help the guests in the times of emergencies by taking quick action and ensuring their
safety (Sadhale, 2021). Emergencies might include theft, fire, shooting, terrorism on the
premises, fights between guests, etc. In such cases, the security officers step in and tries to
safeguard their guests from any kind of harm.
Prevents property damage
A few special security officers keep moving inside the premises of the Hotel Royal
Lancaster in order to ensure the safety of the hotel. They make sure that no guest carries out any
activity which can damage the property of the hotel.
Role maintenance plays within the accommodation services in ensuring overall guest satisfaction
Customers are more likely to visit those accommodation services where they face
relatively less or no issues in the process of staying or any related activity. Therefore,
maintenance plays an important role in ensuring guest satisfaction.
Extended asset life
Timely maintenance of the electronics in hotels, home stays, guest houses, etc improves
the effectiveness of those products and increases their asset life. This further helps the
accommodation service providers to improve the quality of their services and enhance the
satisfaction of the guests (Ihsan, and Alshibani, 2018).
Reduces the cost
Maintenance of assets in possession seems like a tough task but is easier than buying a
completely new asset. Time to time maintenance reduces the cost burden of the accommodation

services and allows them to utilize those funds in providing other services to provide customer
satisfaction.
Saves time
Regular maintenance in the accommodation services saves time as it avoids sudden need
to repair the assets and electronic systems within the premises. It prevents the guests from facing
troubles such as sudden stoppage of AC, inverter in absence of electricity and many more
services.
Importance of communication between the housekeeping and facilities department that meet
overall guest satisfaction
Fluent working
Communication between housekeeping and the facilities department is very necessary in
order to bring fluency in the working in the accommodation services such as hotels, home stays,
guest houses, etc (Olimovich, and Khudoynazarovich, 2020). The guests can directly contact the
housekeeping department if they have any special demands and the housekeeping department
can forward the same to t6he facilities department to meet the guest satisfaction.
Increases managerial efficiency
Communication between housekeeping and the facilities department enhances the
managerial efficiency of accommodation services as communicating the specific demands of the
guests to the department makes it easy for them to take necessary steps and work in order to
provide effective services.
The basis of coordination
Communication between two department makes the job easy, and brings efficiency and
coordination (Longart, 2020). Thus, communication between housekeeping and facilities
department brings coordination in their work and reduces the chances of errors and helps in
providing customer satisfaction.
CONCLUSION
From the above report, it can be stated that Hospitality industry is growing effectively in
the United Kingdom. The housekeeping department plays an important role in the smooth
functioning of the hotels and works as the central body under the premises. It is related to various
other departments such as food and beverage, human resource, front office, maintenance and

security. Also, the maintenance department is very important for the hotels in improving the
customer satisfaction as timely maintenance of the electronics and other assets existing within
the hotel. It reduces the chances of troubles that might arise in the future. Forecasting of linen
stock and other supplies helps the hotels in identifying the need of inventory and other products
in advance and ensures that no issue related to supply of stock affects the operations of the
hotels. Similarly, from the above information, it can be concluded that the front office helps the
hotel in enhancing the profitability by selling the rooms to the prospective guests and makes sure
that the guests are satisfied with services received. Thus, it can be said that each and every
department in the hotel has its own advantages and contributes to the profitability.

REFERENCES
Books and journals
Nimri, R., and et.al 2020. Realizing dignity in housekeeping work: Evidence of five star
hotels. Journal of Human Resources in Hospitality & Tourism. 19(3). pp.368-387.
Park, H., and et.al 2019. Does hotel cleanliness correlate with surfaces guests
contact?. International Journal of Contemporary Hospitality Management.
Priyangika, K.D.T., and et. al 2020. Facilities management roles in the hotel industry: the skills
and competencies required. Journal of Quality Assurance in Hospitality & Tourism.
21(4). pp.454-473.
Longart, P., 2020. Understanding Hotel Maintenance Management. Journal of Quality Assurance
in Hospitality & Tourism. 21(3). pp.267-296.
Olimovich, D.I. and Khudoynazarovich, S.A., 2020. The cost-effectiveness of improving the
quality of hotel services. Academy. (4 (55)).
Ihsan, B. and Alshibani, A., 2018. Factors affecting operation and maintenance cost of
hotels. Property Management.
Sadhale, M., 2021. The Changing Role of Housekeeping Department in Hotels Post COVID-19
Pandemic. Eureka Publications.
Kumar, M.H., A Study on ‘’Recent Trends in Housekeeping Department in Hotel Industry’’.
Järvi, H., 2019. Customer engagement in the hotel industry: perceptions of hotel staff and
guests. International Journal of Business Innovation and Research. 18(1). pp.109-127.
Sayin, O.G.K. and Karaman, A., 2019. Communication and Productivity with Guests at Front
Office; A Qualitative Study on Hotels. Journal of International Management and Social
Researches. 6(11). pp.186-196.
Mankame, M.S., 2021. Study on Hotel Front Office Practices and Its Impact on Guest
Satisfaction. PalArch's Journal of Archaeology of Egypt/Egyptology.18(1). pp.4545-
4550.
Sayin, O.G.K. and Karaman, A., 2019. Communication and Productivity with Guests at Front
Office; A Qualitative Study on Hotels. Journal of International Management and Social
Researches. 6(11). pp.186-196.