Managing Accommodation Services in the Hospitality Industry

This report discusses the concept of managing accommodation services in the hospitality industry, focusing on the key roles in the housekeeping department, the importance of forecasting linen stock, the inter-relationship between housekeeping and other departments, scheduling maintenance, and the importance of security. The report also includes a case study of Novotel London Canary Wharf.

Managing
Accommodation
Services

Table of Contents
PART A (Covered in PPT)....................................................................................................................3
PART B ................................................................................................................................................3
INTRODUCTION................................................................................................................................3
TASK 3 ................................................................................................................................................3
P6 Review the key roles found within the housekeeping department in a selected organisation ...3
TASK 4 ................................................................................................................................................6
P9 Examine the importance of scheduling maintenance or repair work to minimise disruption to
guests ..............................................................................................................................................6
P10 Discuss importance of security within a selected organisation ...............................................7
CONCLUSION....................................................................................................................................8
REFERENCES.....................................................................................................................................9
Books & Journal:.............................................................................................................................9

PART A (Covered in PPT)
PART B
INTRODUCTION
In this competitive era, the hospitality industry is widening their level of functions and
operation's within larger area. Managing accommodation services is difficult tasks which require
high level of skills and knowledge wider level (Amos, 2020). Novotel London Canary Wharf, a
four star hotel headquartered in U.K. The hotel provides ample number of services such as free Wi-
Fi, GYM, entertainment area, etc. Main purpose of this report is to understanding the concept of
accommodation services in hospital sector. This report comprises of Part B in which it includes
roles of housekeeping department, importance of forecasting linen stock, inter-relationship between
housekeeping & other departments, importance of scheduling maintenance and importance of
security within a chosen hotel enterprise.
TASK 3
P6 Review the key roles found within the housekeeping department in a selected organisation
In hotel industry, housekeeping are being considered as operational department which
focused and responsible for handling and maintaining the quality and cleanliness’s of room, beds,
positive environment etc. It is important for housekeeping department to be well aware about
rooms which are not cleaned, or rooms that are in process, or need complete cleanliness. In
relevance with Novotel London Canary Wharf, the department of housekeeping play significant
role as well as responsibilities within an organisation which are discussed below-
 Managing comfort of guests- This is first most important role & responsibility which is
being played by housekeeping department at Novatel London Canary Wharf. In this, main
role is to ensure that maximum efficiency is being accomplished, while ensuring care as
well as comfort of both guests & customers (Farmaki, 2020).
 Establishing positive environment- It is another role which is performed by housekeeping
in which their role is to develop & establish an optimistic environment so that welcome of
customers is being done with positive energy. In context with selected hotel, they
housekeeping staff are focused & welcome every customers with warm welcome.
 To manage staff & their daily tasks- In this main role & responsibility is to handle proper
working of staff for efficient productivity.

In reference with selected hotel, they housekeeping manager & supervisors maker ensure
that these roles are being fulfilled in appropriate way.
 Clean & freshen rooms- This is most crucial role of housekeeping department in which
their role is to clean or make room fresh when customers or guests are out of rooms. For
example- The housekeeping department ensure clean carts with towels, cleaning supplies &
toiletries etc.
 To maintain good relationship with other departments- In this role of housekeeping
department, they develop good relationship with other departments. It is essential role as it
helps them to work with mutual coordination & cooperation. In viewpoint of chosen hotel,
department of housekeeping perform this role appropriately.
P7 Examine importance of forecasting linen stock and other guest supplies to ensure sufficient
supply to meet demands
In business, forecasting is important because it helps in making and carrying proper
decisions making process. In hotels, linen stocks are important because they includes amount of
linen inventory which is required for smooth functioning of operations. By forecasting the linen
stocks, it is easier to use resources in most efficient way (Fouad, 2016). In relevance with chosen
hotel, it is important for them to do forecasting of linen stocks because of following importance
which are discussed below-
Importance of forecasting of linen stocks
 Forecasting assist in managing inventory- Forecasting a linen stock helps hotels in
deciding and anticipating amount of inventory will be required in emergency situations..
Through this, it is easier to implement a budget which is to be needed for inventory stock or
linen stock. In relation with chosen hotel, manager needs to conduct a proper market &
internal management analysis so that appropriate amount of linen stock is kept in inventory.
 Unpin housekeeping operations- Another reason of importance of forecasting linen stock
is that it helps housekeeping staff or department to operate in proper manner when resources
or optimum level of stock is available. In context of selected hotel, they ensure that
forecasting is done in such a way that housekeeping staffs are able to carry out their roles in
efficiently. For example- In relation with selected hotel, they marketing team of hotel do the
forecasting through which linen stocks are managed.
 Reduces the risk certainty- Another importance of forecasting linen stock is that they help
in keeping advanced stock in an appropriate amount so that problems or issues does not
arise also leads to managing other stock in inventory which results in better functioning of

operations.
Importance of Forecasting Guest supplies-
These are guest supplies or say items which are use them on daily basis. For example- water
bottles, tooth kit, etc. It is essential to provide these guests supplies so that services are properly
rendered by hotel to their guests. In relevance with Navotel hotel, they also provide these guest
supplies to their guest which assists them in using of accommodation services properly. By doing
forecasting of supplies leads to making appropriate decisions regarding amenities which will be
required by guests of hotel during their arrival (Longart, 2020).
Through managing these, sufficient supply is being carried out by which it is easy to meet
the demand of every individual in proper manner. Furthermore, by properly maintaining guest
suppliers through carrying out forecasting, it is beneficial for customers as they are able to achieve
satisfaction during delivery of service. Implementing forecast of both guest supplies as well as linen
stocks leads to providing efficient supply & meeting up with demands at all aspects.
P8 Illustrate the importance of interrelationships between housekeeping and other key
departments within a selected organisation to provide quality provision and services
In Navotel hotel, hotel has range of departments within the firm which perform different
types of roles as well as responsibilities. In reference with selected hotel, various types of
departments are there such as human resource, marketing, finance etc. They are inter-linked with
housekeeping departments in various ways. So, importance of inter-relationship between these
departments are explained below-
Inter-relationship-
Housekeeping with Human resource-
The housekeeping departments co-ordinates with HR, as for hiring of staff, issuing of
identity cards, lockers keys & many other amenities (May, 2019). Both these are coordinated with
each other as they are work are dependent n each other's role. In relevance with chosen entity,
both departments work in efficient way so that objectives are achieved. It is important to manage
these inter-relationships so that both carry out their responsibility in well organised way.
Housekeeping with Maintenance department-
This is another one in which inter-relationship with housekeeping is co-ordinated with
maintenance department. In this, housekeeping are responsible for ensuring the quality of
furniture, replacement, of other electrical goods which are part of engineering team. Thus, it is
essential to inter-relate these two witch each other so that quality of provision is maintained. So,
in reference with selected firm, housekeeping departments perform the task of engineering

departments whenever situations occur.
Consequences that might occur due to bad relationship are-
 Due to bade relationship between other departments it conflicts will be arise which will
disrupts the work environment at larger scale.
 Another consequence is that, negative environment can impacts upon employees
productivity.
Importance of communication between the housekeeping and facilities department
 Message are communicated properly- Communication between housekeeping & facilities
department is important because it provide a proper message to them through which it is
easy to make further decisions (Nissen, 2016.
 Elimination of risks- Communication is also crucial between these department it help in
reducing the chance if risk during work process.
There are various ways through which hotel communicates with departments such as through
using tools & techniques such as text messages, e-mails, casual meetings etc.
Moreover, carrying out effective communication leads to fulfilling of guests requirements as
because with help of this it is easy for firm to understand customers & their actual needs. Through
this service delivery is also improved properly.
Thus, it is seen that inter-relationship with these departments are important for smooth
functioning of work in hotel. By coordinating them with each other leads to providing customer
with total satisfaction.
TASK 4
P9 Examine the importance of scheduling maintenance or repair work to minimise disruption to
guests
Maintenance scheduling is important because it help in expanding the proper smooth
functioning of equipment, machines tools etc. Moreover, it is also crucial to repair work which has
not been done properly. This is because it results in providing better quality if services to guests
which increase their morale at higher level. This also viewed as most appropriate form of practice
for business which is beneficial for their work efficiency (Öztürk, 2019).
Another importance of scheduling maintenance is that making changes and improvement
con weekly or monthly basis increase the structure of firm. Whereas, unscheduled maintenance
leads to problem in operations of hotel. Thus, it is necessary to plan a maintenance schedule for

effective results. In relevance with selected hotel, they need to schedule their maintenance planning
so that it is easy to provide high quality of service to guests or customers.
Role of maintenance in accommodation services-
 Main role of maintenance in accommodation service is to maintain and upkeep the physical
resources of hotel like TV, phone lines, elevators, personal computers etc.
 Another role is to provide quality of accommodation services to guests & customers with
aim to deliver high level satisfaction (Saini, 2020).
 Moreover, maintenance role in accommodation service is to examine proper functioning of
technical related tools & other things so that higher efficiency level is achieved.
 Role of a hotel's maintenance department is to ensure that all equipment are maintained in
good condition and are functioning smoothly so as to reduce risk of interruptions to running
of the hotel.
P10 Discuss importance of security within a selected organisation
In business, it is important to keep and maintain security so that data as well as information
is being stored and are well secured. Security is defined as protecting credentials of individual from
third parties. In hotel security is important because it protects assets, physical resources, customer
data, etc. It is duty of manager to assure that proper level of security is provided to guests staff to
protect their personal and professional data at all aspects.
Importance
 Security is crucial because in hotel many people are involved during service delivery &
chances of heft of data are more. In relation with selected hotel, they have high end security
platform for protecting their data of staff, guest’s customers, and employees.
 Moreover, by focusing on level of security helps in securing the online transactions and
details of customers. So, it is necessary for hotel to use most advanced tools & software
through which they can protect their websites & details (Shanks, 2016).
 Further, by developing a security within a business enhances the trust of customers towards
a brand. So, it is essential for chosen hotel to increase their security layers at higher scale.
Benefits of security-
Staff- Putting a high end security protection protects staff and members to use their
credentials in proper way. Also, it enhances level of trust within an organisation that their details
cannot be used by others. In relevance with selected firm, they have different security system for
staff which are maintained by their technical and engineer department.

Guests- When security is maintained, guests are able to perform all online transactions
well secured manner. This is beneficial for hotel as a positive relationship is developed between
both parties (Sheikh, 2019).
Thus, after analysing the above explained matter it is stated that it is essential to have a
security so that all functions & operations are carried out in proper way. Moreover, it is crucial to
for them to use advanced tools as well as software for securing the data.
CONCLUSION
After brief analysis of above report, it has been concluded that managing accommodation
services is wider and broader concept. It is essential for hotel industry to provide quality of services
to guests & customers so that brand is recognized widely. So, in this report several things have
been included which are importance of security, scheduling maintenance, inner-relationship of
housekeeping departments with others, forecasting linen stock & guest supplies. Thus , it is
important to carry out functions/ operations in most efficient way.

REFERENCES
Books & Journal:
Amos, 2020. Developing key performance indicators for hospital facilities management services: a
developing country perspective.Engineering, Construction and Architectural Management.
Farmaki, 2020. Power dynamics in peer-to-peer accommodation: Insights from Airbnb
hosts.International Journal of Hospitality Management,89, p.102571.
Fouad, 2016. Housekeeping performance and guest satisfaction in resort hotels.International
Journal of Heritage, Tourism, and Hospitality,7(2), pp.250-260.
Jiang, 2020. Impacts of peer-to-peer accommodation on the hotel industry: Hoteliers’
perspectives.International Journal of Hospitality Management,88, p.102516.
Longart, 2020. Understanding Hotel Maintenance Management.Journal of Quality Assurance in
Hospitality & Tourism,21(3), pp.267-296.
May, 2019. Facilities management in the NHS: overlapping authority and demarcation
disputes.Facilities.
Nissen, 2016. Perceived safety at work in the wake of terror: The importance of security measures
and emergency preparedness.Disaster medicine and public health preparedness,10(6),
pp.805-811.
Öztürk, 2019. Maintenance and maintenance management systems in
accommodation.INDUSTRIAL MANAGEMENT,83, p.93.
Saini, 2020. Functionalzation of linen fabric using layer by layer treatment with chitosan and green
tea extract.Journal of Industrial and Engineering Chemistry,82, pp.138-143.
Shanks, 2016.Managing social work: Organisational conditions and everyday work for managers in
the Swedish social services(Doctoral dissertation, Department of social work, Stockholm
University).
Sheikh, 2019. Functional dyeing of cellulose-based (linen) fabric using Bombax ceiba (kapok)
flower extract.Fibers and Polymers,20(2), pp.312-319.
Veres-Székely, 2017. Selective measurement of α smooth muscle actin: why β-actin can not be used
as a housekeeping gene when tissue fibrosis occurs.BMC Molecular Biology,18(1), pp.1-15.