Managing Accommodation Services in the Hospitality Industry

This report discusses the management of accommodation services in the hospitality industry, focusing on the roles of housekeeping and front office departments. It covers topics such as forecasting linen stock and guest supplies, the interrelationship between housekeeping and other departments, scheduling maintenance, providing security to guests, and the relationship between housekeeping and facilities departments. Effective communication and collaboration are emphasized for providing quality accommodation services.

Managing
Accommodation
Services
1

Table of Contents
INTRODUCTION...........................................................................................................................3
LO1 & LO2 (PART A)....................................................................................................................3
Covered in PPT.......................................................................................................................3
LO3 & LO4 (PART B) ...................................................................................................................3
1) ............................................................................................................................................3
2).............................................................................................................................................4
3) ............................................................................................................................................4
4) ............................................................................................................................................4
5).............................................................................................................................................5
6) ............................................................................................................................................5
7) ............................................................................................................................................6
8) ............................................................................................................................................6
CONCLUSION................................................................................................................................7
REFERENCES................................................................................................................................8
2

INTRODUCTION
Hospitality industry is the largest sector at marketplace which is related with providing of
lodging, fooding, food, drink, airlines, event planning, facilities and so on (Accardo, Kuder and
Woodruff, 2019). The accommodation should be managed in proper manner so that guests get all
facilities and benefits from it. In this visitors should be provided with temporary place to stay at
hotel, motel, resorts, guest house and so on. The given assignment is based on Crowne Plaza that
was founded in 1983 headquarter at Denham, United Kingdom. It is operating in 410 locations
which is catering services to business travellers. This provide services of hotels, resorts, holiday
inn and many more. The given report is categorised into two parts where first represent
presentation that covers kinds of accommodation services and role of front office department
within accommodation services. On other hand, second part covers report that highlights about
contribution of house keeping section as well as role facilities and security plays within service.
LO1 & LO2 (PART A)
Covered in PPT
LO3 & LO4 (PART B)
1)
Housekeeping is referred as operation department that is responsible for aesthetic,
cleanliness, maintenance of surrounding and many more (Buhalis and Amaranggana, 2015). The
respective department of hotel industry plays vital role to provide impression in terms of
maintenance as well as cleanliness. The housekeeping department of Crowne Plaza Hotel plays
different roles such as:
 They ensure about comfortability and care level of their guests, visitors along with
running all types of work, operations as well as activities in appropriate way.
 They have to develop welcome environment and atmosphere for their guests so that they
feel happy.
 This department of Crowne Plaza Hotel is to maintain high level of standard related with
cleanliness and taking care of each and every areas related with it.
Therefore, staff working under such department should possess good communication,
leadership, laundry skills for better performance and achievement of desired outcomes.
3

2)
Linen stock is referred as standard quantity of linen catalogue which is needed to run
operations and activities of hotels in smooth manner (Celata, Hendrickson and Sanna, 2017). On
other hand, guest supplies means providing furnitures to guests such as chairs, centre table,
dressing table, bed along with bedding such as mattress, bed sheets, bed cover, blanket. This is
very significant for hotel industry to do proper forecasting in order to ensure that no shortage as
well as meeting demand of people to provide them satisfaction. Management of respective hotel
ensure about forecasting linen stock and guest supplies every month to avoid shortage of those
things at place. This made them to have available stock for their guests to avoid future problems
whenever they come to premises. Therefore, both stock and guest supplies assist in meeting need
and demand of customers in most effective manner.
3)
Housekeeping department is interrelated with various department in order to provide
quality provision and services in most effective and efficient manner (Common, Flynn and
Mellon, 2016). This interrelationship is important to run business activities and operations in
most diligent manner. When housekeeping has relationship with front office then both ensure
about providing of room cleanliness, maintenance to their guests. Front office ensure about need
and demand of their guests and accordingly provide information to housekeeping to clean room
in such way that they like and visit again. Similarly, on other hand, when housekeeping has
relationship with purchasing then they guide each other to purchase things which are required at
hotel industry. The things which are purchased for hotel industry are related with stationeries
item, cleanliness item and many more which is mostly required by users. Therefore, apart from
these, housekeeping is important for other department too such as security, food and beverage,
sales and marketing. In this way, they are important to each other for providing of quality
provision as well as services.
4)
Housekeeping department is regarded as important area of hospitality industry which
assist in maintaining overall cleanliness of hotel premises and building (Friess and et. al., 2015).
This possess relationship with different department such as front office, maintenance, security,
stores, personnel, laundry, food & beverage, sales and marketing. The relationship of
4

housekeeping with other department in order to provide effective quality accommodation
services are described below:
Housekeeping With Front Office- The relationship between both are very close as
housekeeping focus on preparing rooms whereas front office focus on selling it after preparation
of those rooms. These department has to work together in order to serve guests and clients in
most effective and efficient manner for positive outcomes.
Housekeeping With Purchase- Purchase department assist housekeeping in order to buy
various items for their guests such as room stationeries, guest supplies, cleaning agents and many
more (Housekeeping Co-Ordination with Other Department, 2019).
Therefore, relationship with different department assist in providing effective quality
accommodation services to guests so that their requirement can be fulfilled in most effective and
efficient manner.
5)
Scheduling maintenance is very essential for business which requires their management
framework that includes identification, scheduling, planning, executing and completing work in
most effective and efficient manner (Green and McCarthy, 2015). It is important to schedule all
types of work when visitors are not presented at premise for minimising disruption.
The scheduling of activities as well as work plays an effective role in order to achieve
goal as well as objectives in given time period and cost. In respect of hotel sector, scheduling
activities purpose is to provide advance notices to working force when they wanted to perform
work that includes both time and date. The respective hotel industry has to schedule their
activities and work through analysis of demand of guests, peak time and allocation of role as
well as responsibilities according to their capabilities, knowledge and skills in proper mode. In
order to minimise disruption of guests, hotel industry make prior plan in terms of maintenance,
repairing any damage work so that when visitors come then they don't have to face any problems
and issues.
6)
It is not so easy to run operation and activities of hotel industry as management has to
perform different roles an responsibilities so that goal and objectives can be attained (Jacobs and
et. al., 2017). Out of this, main role is providing protection and security to their guests whenever
they enter into premises or building of hotel. For this, respective organisation has to hire skilled
5

and experienced employees to provide security to their guests. Some of the importance of
security at Crowne Plaza Hotel are described below:
Guests and Luggage- The respective organisation plays effective role for their
customers and provide security in order to ensure guests with proper equipment such as luggage
trolley, belt hop trolley so that no harm or damage caused to them in appropriate manner.
Prevent Damage- The security department assist in prevention and limit all types of
damage which can happen at hotel premises. This assist in preventing thefts as well as crimes
which can be committed at hotel industry at time off duty hours.
Guest Rooms- Each and every rooms available at Crowne Plaza Hotel has electronic
lock system as key by default get changed when new customer arrives or enter at room. Locking
room assist in performing cross examined in order to identify last person who has entered room.
This system provide security to hotel as well as guest from theft, crimes.
7)
Maintenance department also plays an effective role in accommodation service to ensure
overall guest satisfaction so that they feel happy and committed towards particular hotel in an
effective and efficient manner (Kenway and Lam, 2016). These department is liable for
management of both process ass well as service in order to support core business. They are liable
for ensuring safety of each and every guests, staff within business premises and improving cost,
efficiency. Maintenance is liable for protecting integrity of building and hotel in positive manner.
Accommodation service includes hotel, guest house, resorts and so on. Under each service,
maintenance plays same role to take care of premises, room, hotels so that guests does not have
to face any problem or difficulty in staying at that places. Therefore, for maintenance, skilled and
capable employees are required for better performance of work and achievement of desired goal
and objectives.
8)
In order to provide effective quality accommodation service, it is essential to have
relationship among housekeeping and facilities department so that customers are satisfied and
happy (Lewis-Newby and et. al., 2015). Here, housekeeping department is liable for cleanliness
of respective hotel so they have to communicate with facilities department to get all service from
it. Communication play great role in serving their guests and visitors so that they can work for
meeting their need and requirement. It is significant to provide all types of facilities, cleanliness,
6

services to clients for enhancement of overall experience. In this context, if clients are not served
in proper manner then both department are liable for it. Therefore, everywhere communication
plays great role to attain business goal and objectives to provide guest satisfaction.
CONCLUSION
From the above report it has concluded that hospitality industry has to manage
accommodation service to provide facilities to their guests and visitors. Different types of
services are includes such as hotel, guests, motel, resorts. Accommodation service has ownership
of franchise, owned business, managed and others. Customer review online site to know about
different hotels while looking for booking. Front office department plays essential in providing
services related with reservation, reception, guest services. Moreover, housekeeping department
and forecasting both has to serve their guest suppliers. There is relationship among housekeeping
and other department in order to serve quality provision and services. Each and every department
has to work collectively for attainment of positive results.
7

REFERENCES
Books and Journals
Accardo, A. L., Kuder, S. J. and Woodruff, J., 2019. Accommodations and support services
preferred by college students with autism spectrum disorder. Autism. 23(3). pp.574-583.
Buhalis, D. and Amaranggana, A., 2015. Smart tourism destinations enhancing tourism
experience through personalisation of services. In Information and communication
technologies in tourism 2015 (pp. 377-389). Springer, Cham.
Celata, F., Hendrickson, C. Y. and Sanna, V. S., 2017. The sharing economy as community
marketplace? Trust, reciprocity and belonging in peer-to-peer accommodation
platforms. Cambridge Journal of Regions, Economy and Society. 10(2). pp.349-363.
Common, R., Flynn, N. and Mellon, E., 2016. Managing public services: Competition and
decentralization. Elsevier.
Friess, D. A. and et. al., 2015. Payments for Ecosystem Services (PES) in the face of external
biophysical stressors. Global Environmental Change. 30. pp.31-42.
Green, S. and McCarthy, L., 2015. Is sharing the solution?: exploring the opportunities and
challenges of privately rented shared accommodation for single people in housing
need. People, place and policy. 9(3). pp.159-178.
Jacobs, B. and et. al., 2017. Limited understanding, limited services, limited resources: patients’
experiences with managing hypertension and diabetes in Cambodia. BMJ global health.
2(Suppl 3). p.e000235.
Kenway, S. J. and Lam, K. L., 2016. Quantifying and managing urban water-related energy use
systemically: case study lessons from Australia. International Journal of Water
Resources Development. 32(3). pp.379-397.
Lewis-Newby, M. and et. al., 2015. An official American Thoracic Society policy statement:
managing conscientious objections in intensive care medicine. American Journal of
Respiratory and Critical Care Medicine. 191(2). pp.219-227.
Nee, I., 2016. Managing negative word-of-mouth on social media platforms. Bremen: Springer
Gabler Verlag.
Perić, M., Đurkin, J. and Wise, N., 2016. Leveraging small-scale sport events: Challenges of
organising, delivering and managing sustainable outcomes in rural communities, the
case of Gorski Kotar, Croatia. Sustainability. 8(12). p.1337.
Ragab, A. M. and Meis, S., 2016. Developing environmental performance measures for tourism
using a Tourism Satellite Accounts approach: A pilot study of the accommodation
industry in Egypt. Journal of Sustainable Tourism. 24(7). pp.1007-1023.
Temple, P. and et. al., 2016. Managing the student experience in English higher education:
Differing responses to market pressures. London Review of Education. 14(1). pp.33-46.
Tidd, J. and Bessant, J. R., 2018. Managing innovation: integrating technological, market and
organizational change. John Wiley & Sons.
Tussyadiah, I. P., 2016. Factors of satisfaction and intention to use peer-to-peer
accommodation. International Journal of Hospitality Management. 55. pp.70-80.
Online
Housekeeping Co-Ordination with Other Department. 2019. [Online]. Available through:
<https://www.bngkolkata.com/housekeeping-co-ordination/>.
8

What are the Different Types of Hotel Ownership?. 2018. [Online]. Available through:
<https://www.besthospitalitydegrees.com/faq/what-are-the-different-types-of-hotel-
ownership/>.
9

10