Managing Accommodation Services Assignment Answers

Managing
Accommodation
Services

Table of Contents
INTRODUCTION ..........................................................................................................................3
TASK 1 ...........................................................................................................................................3
P1) scale and size of accommodation services found within hospitality industry.................3
P2) Different form of ownership ...........................................................................................4
P3)Role of grading, classification systems and online review sites.......................................5
TASK 2 ...........................................................................................................................................5
P4) Functions of Front office within a variety of accommodation services...........................5
P5) Key roles of front office department in an organisation..................................................6
TASK 3 ...........................................................................................................................................7
P6) Key roles of Housekeeping department in an hotel industry...........................................7
P7) Importance of forecasting linen stock and other guest supplies.....................................7
P8) Interrelationships between housekeeping and other key departments ............................8
TASK 4............................................................................................................................................8
P9) Importance of scheduling maintenance or repair work ...................................................8
P10) Importance of security...................................................................................................9
CONCLUSION .............................................................................................................................9
REFERENCES..............................................................................................................................10
.......................................................................................................................................................12

INTRODUCTION
Accommodation services are those which provide convenience or satisfy needs of
customers through providing lodging, food, travelling and other related services. With
advancement of technology hotel industries are also improving their facility and providing a
proper balance between humanity and technology to treated their customers well. The Ritz is a 5
star hotel located in London and considered as a symbol of high society and luxury, providing
world class facility to its customer(The Ritz London, 2019). This assignment includes types of
accommodation services within hospitality industry and also includes different forms of
ownership and role of grading, classifications system and online review plays in booking
accommodation. Functions and key roles of front office department are also included in this
report. Contribution of housekeeping department and role of security and maintenance in
accommodation services is also form a part of this assignment.
TASK 1
P1) scale and size of accommodation services found within hospitality industry
Introduction - In this report information about speech of manger of Ritz Hotel London is
included who is invited in Hoteliers Annual Conference in Rome. It is a four day event that
focuses on importance of change in accommodation services which include improvement in front
office, housekeeping, security and maintenance
Operations and services provided by hotel vary from its size, function, complexity and
cost. The basis services provided by an hotel includes front desk services, housekeeping services,
proper maintenance and security (Katsoni, 2019). A description scale and size of these serves
provided by Ritz Hotel to its customers is explained below:
Front office- It is the first and foremost service provided by an hotel to its customer
which create a long lasting impact on minds of consumer. Front office is having a very large
scale in hotel industry as it plays most important role in welcoming a customers and maintaining
good relationship with them. This size of front office services is wide as they are responsible for
addressing all queries and problems of costumers and they are the one who are having maximum
communication with customers (Xie and Chen, 2019).
Housekeeping -This service includes operational activity performed by housekeeping
staff to maintain cleanliness and orderliness in hotel rooms and premises. It is having a large

scale and wide size as customers demands for a clean, tidy and pleasing ambience and it is the
responsibility of housekeeping department to provide all these quality services on time. Clean
and hygienic environment crates a positive impact on customers, thus provide better satisfaction
to them.
Security and Maintenance- It is the responsibility of a hotel to provide a safe and
properly maintained accommodation facility to its customers. Ritz hotel is spending a large
amount of money on its security and maintenance to provide protection and better atmosphere to
its customers and employees. This services is also having a large scope as customers always
prefer a safe and well maintained place for stay of there families (Leach, 2019).
P2) Different form of ownership
Ownership of accommodation services plays a important role in improving and
enhancing goodwill and brand image of an hotel which decides the level of profitability and size
of operations for an accommodation service(What are the different types of hotel ownership,
2018). Various type of ownership available for accommodation services are explained below :
Franchise Model – Under this ownership, a license is acquired by owners from a well
known business franchisor which allows them to have access on proprietor's knowledge, brand
name, goodwill and trademarks and also provide permission to sell its product to third party
under the business name (Lindsay and Ansari, 2019).
Privately Owned and Operated – It provide maximum amount of foredoom to owner
thus, have grater risk. Under this ownership, all the decisions, strategies and plans are make by
owner without any interference from any third party.
Leased – Hotels which are on lease, are also privately owned but building of hotel
belongs to someone else. This lease is mainly for long term and owner of hotel have to pay a
timely rent for premises or may have a sliding scale on basis of total revenue.
Managed – Under this system of ownership, an exiting privately owned hotel creates
partnership with a recognised brand or with a more experienced hotel to gain more competitive
advantage. Managing partners take over a charge on day to day operations and also need to pay
royalty on basis of total revenue.
P3)Role of grading, classification systems and online review sites
Classification System- This system classify hotels into different categories according to
its quality and sale. It can include star ratings, letter grading (from A to F) and make use of terms

like deluxe,luxury, first class, superior, etc. Classification system is very helpful for customers as
it make easy to select and book the most suitable hotel according to the budget of customers and
also provide an idea about the level of services rendered by that hotel (Man and Kangas, 2019).
Online review sites- Theses are basically the official website of an organisation on
where customers can post there reviews and opinions about there experience and facility which
they get during residing in a hotel. Online review site provide an easy platform which can be
used to rate the facilitates and services of an hotel. This rating is used and reviewed by potential
customers before booking any hotel. Thus,Good public reviews and ratings will have in
attracting more customers.
Grading – hotels are graded on the basis of standard of services offered by them as 3
star, 4 star, 5 star, etc. This grading of hotels provide information about ability of hotel in
meeting the expectations of customers and provide a greater transparency about quality and
facility provide by a hotel, thus customers can find a hotel more easily that will meet and fulfil
their standards (Mathur, 2019).
TASK 2
P4) Functions of Front office within a variety of accommodation services
Front office is the most part of any hotel industry as it the place where all the queries of
customers are solved and addressed and they are also having the responsibility of welcoming and
greeting the customers. The Ritz is a 5 star hoteWhat are the different types of hotel ownership.
2018.l of London providing world class facility and services to its customers. The main functions
of front office in Ritz hotel is provided below:
Greeting and welcoming – It functions as a public face of hotel as front desk is the one
which comes in direct connect of customers. They are responsible for proper greeting and warm
welcoming of guest.
Answering and managing telephone – Front desk answers the phone call of customers
in a polite and consistent manner and provide all the needed information to them about the hotel,
cost of hotel room, facilities provided, etc. (Zhang, Bufquin and Lu, 2019).
Planning for room allotment – Front desk handle the entire planning of room as it keep
an eye on number of reservation and maintain accurate records of all rooms to allot correct room
to customers as per their demand and preference.

Building relations with customer – All the quires and issues of customers are solved
and addressed by front desk and they are the one who communicate and explain hotel's services
and functions to guest which helps in availing and making use of best facilitates. This ensures
timely solution of customers remedy thus, provide better satisfaction to them and helps in
establishing healthier and long lasting relations with customer (Ng, Sweeney and Plewa, 2019).
P5) Key roles of front office department in an organisation
Front office department is having various role and functions in an hotel industry like
welcoming and greeting of guests, addressing their quires, providing relevant information and
many more. A number of employees are appointed by Ritz hotel to perform all these role which
are explained below :
Receptionist – They play a important role in greeting an visitor and are responsible for
answering queries. They also maintain the records of reservation and collect all relevant data
from customers required for booking a room and for confirmation of reservation. Receptionist
also keeps check on in and out of customers and other visitors and are responsible for verifying
customer identity, issuing visitor passes and observing and reporting any unusual or suspicious
person or activity (Hall, Razak and Prayag, 2019).
Cashier – They are responsible for maintaining records of financial transaction and plays
a important role in collection of money from guest for their accommodation and for other
services(like parking, valet, room services) availed by customers during their stay in the hotel.
Telephone Operator – Role of telephone operator includes answering incoming calls,
taking and communicating message of customers to concern department and providing timely
solution for customers queries over phone (Rogerson and Rogerson, 2019).
Manager – They are having an very important role of managing and training the front
office staff and ensures that front desk provide a friendly and professional service to its
customers. Mangers are also responsible for arranging staff scheduling and act as liaison between
customers and all other department and staff.

TASK 3
P6) Key roles of Housekeeping department in an hotel industry
Ritz hotel is a symbol of high society and luxury because of its world class facility and
effective housekeeping services which keeps its premises and room clean and in good conditions.
Some key roles of housekeeping department of Ritz hotel is provided below:
Cleaner – These are the workers who are responsible for cleaning, stocking and
supplying designated facility like dusting, mopping, sweeping, etc. Cleaners plays an important
role in maintaining cleanliness and hygiene at hotel premises and also ensures a healthy
atmosphere.
Manager – They are responsible for maintaining sufficient stock of cleaning supplies and
coordinates housekeeping needs of gusset with other staff and department. Mangers plays a
crucial role of developing schedules of housekeeping staff and provide timely training for
performing cleaning task properly.
Laundry Executive – These employees play a important role in ensuring consistent and
timely supply of clean, neat and quality linens. They are responsible for washing all linen and
uniform on time and also needs to maintain standards of hotel while performing their task (Shay,
2019).
P7) Importance of forecasting linen stock and other guest supplies
Forecasting of linen stock ensures timely availability of stock and material to meet the
demand of customers. It ensure uninterrupted services thus, improves satisfaction level of
customers and create better image and goodwill for hotel thus, yields more positive results n
future. Importance of forecasting line stock and other guest supplies for Ritz hotel are explained
below:
 Reduce the risk of inventory stock out for Ritz through keeping and maintaining a
sufficient of linen stock and guest supplies to timely address and meet the needs of
customers.
 Most of the inventory of Ritz hotel is of perishable nature(like fruits and other food
items), thus timely forecasting and planning of inventory and stock reduce the chances of
wastage of raw material and eliminates the situation of product obsolescence.

 Reduce cost of keeping huge amount of inventory as saves cost of storage and
warehousing through forecasting required amount of inventory to meet the future demand
(Smale, 2019).
P8) Interrelationships between housekeeping and other key departments
Proper coordination and interrelations of other departments with housekeeping ensures
smooth functioning of Ritz hotel. Importance of correlation and collaboration between
housekeeping and other departments in Ritz hotel is explained below:
 Proper interrelations between front desk and housekeeping ensures timely solution of
customers queries and issues, as customers communicate about their queries with front
desk and front desk deliver their message to housekeeping for addressing or solving the
problem.
 Coordination between maintenance and housekeeping department helps in keeping all
assets in good conditions, as during cleaning process or at any time if housekeeping staff
finds any crack, damage or malfunctioning of any asset they can inform maintenance
department for timely repairing.
TASK 4
P9) Importance of scheduling maintenance or repair work
It is necessary for every accommodation services to timely schedule maintenance or
repair work for reducing disturbance for guests. Maintenance and repair work is unavoidable for
a hotel industry as broken furniture, non working AC and malfunctioning of other assets is quite
normal in a hotel, but if this maintenance work is not handled and repaired on time than this will
reduce customer satisfaction thus, create a bad image of the hotel in eyes of guest. Hotel industry
on gratification of its customers, thus it become crucial for them to keep its services and all
assets in good and working conditions to provide better experience and facility to its customers
(Stephenson, 2019). In Ritz hotel, timely inspections and examination of all equipments and
infrastructure is carried out to reduce the chance of complains from customers about broken
furniture or non functioning AC and other assets. This ensures uninterrupted services and also
minimize the disturbance and noise so that customers or guests can enjoy their personal space
and peace inside the hotel premises.

Ritz is a five star hotel and also a member of group of world's leading hotel chain so, it is
their responsibility to provide world class facility and services to its customers for increasing
their satisfaction level and this satisfaction level can be achieved only by timely scheduling
repair and maintenance work which helps in keeps everything in a good conditions and also
provide more innovative and creativity way for replacing old assets and decorations with new
and more beautify products (Weima and Hyndman, 2019).
P10) Importance of security
Security is one of the most important aspects on which the image and profitability of an
hotel industry depends as every individual wants a safe and sound place for accommodation.
Security not only includes physical safety of guests but also includes safety of their luggage and
personal data. If customer are assured about their safety and have a trust that there personal
information is also safely stored and there is no chance of any kind fraud then, they will
definitely build up a more better relationship between that hotel and become a regular customer
of that particular hotel which will enhance its image and goodwill in the market and yield more
profits (Williams, 2019).
Ritz hotel is making use of highly advance technology to provide safety to its customers
from all kinds of risks like theft of luggage, sudden accident, leakage of personal information,
threat from terrorist and many more. It is making use of facial recognition technology, smart
room entry, etc. to keep a check on unknown visitors. Highly advanced system are used for
safely storing and keeping records of personal data of customers and no third party is allowed to
assess that information. CCTV cameras are also installed in entire hotel premises to solve the
problem of theft and it also helps in keeping a check on different activates of employees. This
efficient safety system of Ritz hotel has created a good image and also builds a trust and long
lasting relationship between Ritz and its customer hence, makes it a part of worlds leading hotel.
CONCLUSION
From this assignment it can be summarised that, there are different services offered by
an hospitality industry like front desk services, safety, etc. Grading, classification system and
online review site helps customers in booking and selecting most suitable hotel as per their
budgets. Front office is having many key roles and functions which includes warm welcoming
and proper greeting services . Housing keeping department and maintenance department plays a

important role in satisfying needs of customers and ensures timely solution of quires and helps in
maintain standards of hotel. At last this can be concluded that, safety plays an important role in
creating good image of an hotel industry in minds of customers.

REFERENCES
Books and Journals
Hall, C. M., Razak, N. H. A. and Prayag, G., 2019. INTRODUCTION TO HALAL
HOSPITALITY AND ISLAMIC TOURISM. The Routledge Handbook of Halal
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Katsoni, V., 2019. Sharing economy perspectives in the tourism accommodation sector.
In Mediterranean Cities and Island Communities (pp. 283-297). Springer, Cham.
Leach, A., 2019. Introducing a community of support into open door flagstaff accommodation:
Taking the crisis out of crisis accommodation. Parity. 32(1). p.34.
Lindsay, W. and Ansari, D., 2019. The Challenge of Managing Offenders With Intellectual and
Developmental Disabilities Through Secure and Community Service Pathways. The
Wiley International Handbook of Correctional Psychology, pp.159-168.
Man, J. and Kangas, M., 2019. Carer experiences of services for adults with intellectual
disabilities and Co-morbid mental Ill health or challenging behaviour. Advances in
Mental Health, pp.1-13.
Mathur, A. N., 2019. Managing Institutional Differences in Finland–India Business. In Finland–
India Business Opportunities (pp. 123-140). Springer, Singapore.
Ng, S. C., Sweeney, J. C. and Plewa, C., 2019. Managing Customer Resource Endowments and
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Rogerson, C. M. and Rogerson, J. M., 2019. Tourism and Accommodation Services in South
Africa: A Spatial Perspective. In The Geography of South Africa (pp. 213-220).
Springer, Cham.
Shay, A., 2019. Accommodation System: Other. In Assistive Technology Service Delivery (pp.
33-43). Academic Press.
Smale, B., 2019. Manage Your Money. SAGE Publications Limited.
Stephenson, J. H., 2019. Managing Diversity in Trinidad and Tobago. In Diversity within
Diversity Management: Country-based Perspectives (pp. 281-304). Emerald Publishing
Limited.
Weima, Y. and Hyndman, J., 2019. 2. Managing displacement: negotiating transnationalism,
encampment and return. Handbook on Critical Geographies of Migration, p.30.
Williams, B., 2019. Lived experience of young people in crisis accommodation. Parity. 32(1).
p.27.
Xie, K. L. and Chen, Y., 2019. Effects of host incentives on multiple listings in accommodation
sharing. International Journal of Contemporary Hospitality Management. 31(4).
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Zhang, T., Bufquin, D. and Lu, C., 2019. A qualitative investigation of microentrepreneurship in
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Online :
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/>
The Ritz London. 2019. [Online]. Available Through: <https://www.lhw.com/hotel/The-Ritz-
London-London-England>