Managing Accommodation Services in the Hospitality Industry

This presentation provides an overview of managing accommodation services in the hospitality industry. It covers topics such as the scale and size of accommodation services, different forms of ownership, grading system, and the functions of front office in different types of accommodation providers.

Managing
Accommodati
on services

Table of Content
 Introduction
 The scale and size of accommodation
services found in hospitality industry
 Different forms of ownerships available
to accommodation services
 Grading system and their role played in
booking accommodation
 The functions of front office in different
types of accommodation provider
 The roles of front office department
 Conclusion

INTRODUCTION
Hospitality industry is a broad category of
service sector field, it includes number of
activities such as, food, event planning,
cruise line, travelling, airlines and many
other services. Accommodation service
are defined as the provisions rendered by
organisation to tourists for a fee which
includes services such as shelter which
includes equipped rooms to travellers and
tourists.

The scale and size of accommodation
services found in hospitality industry
Hospitality sector is a broad area which
has number of accommodation providers
who are of different sizes and has varied
scope. These accommodation providers
also impacts the GDP of respective
economy and holds their contribution

Different types and categories of
accommodation providers:
Accommodation providers can be classified and categorised
into two broad categories commercial and non-commercial,
which are also known as residential accommodation.
Commercial accommodation
 Hotels are the accommodation service provider who
provides private rooms to guests according to their
requirements. There are several other services such as
food, drinks, events etc. which are rendered by Hotels to
visitors.
 Motels are one kind of Hotels which targets their
customer’s demographically and consider travellers first
for accommodating. The services which are offered by
motels are lesser than a hotel in quality and quantity
both.

Continue……
Non-Commercial
accommodation
 Individual owned units
are basically rental houses
where owners rent their
place for earning extra
cash. They look for potential
families and individuals
according to their
requirements and make
rental agreement providing
accommodation services.

Scale and scope of
accommodation services
 Luxury service also known as five star hotels, targets
top business executives and basically higher class
families and individuals of society. Their primary market
sector is top class individual having huge incomes and
render best services.
 Mid range services refers to three to four star hotels,
which targets and appeals to largest section of society,
travellers or non-travellers. They have adequate number
of staffing and providing average range of services.
 Budget or limited service, hotels accommodate safe,
comfortable, clean and inexpensive services which
meets the basic needs of guests or visitors.

Different forms of ownerships available
to accommodation services
Ownership Type Definition Examples
Privately owned hotels These kind of
ownerships is only in
hand of one person
along with number of
investors. It is a
beneficial form as
decision-making is
independent.
Wedgewood hotel and
Spa in Vancouver which
is founded by Eleni
Skalbania is currently
co-owned by her
daughter Elpie.
Leased hotels This is a form of
ownership in which
physical assets are
leased which makes it a
leased ownerships.
-

Continue……..
Managed hotels This is a form of hotel
ownership in which
decisions are made by
the owners but
management is done
by other company. This
form of ownership is
developed when the
owners have very less
experience in
hospitality sector.
SliverBrich hotels is the
example of hotel
management company
which manages
independent hotels
which operates under
many franchise brands.
Franchises This hotel ownership is
basically having the
right of using the brand
name of parent for
specified period or time
frame.
Examples are Marriott,
Hilton, Radisson.

Continue……
Referral Groups This type of ownership
is an individual hotel
chain, operating
independently but
maintains affiliations
with given chain and
parent group. These
types of hotels needs to
follows some minimum
criteria.
Best western
international is one of
the biggest hotel chain
and example of Referral
group.
Full Ownership Strata
Units
This ownership style
allows owner to have
part ownership of a
property in combination
with shared rights and
benefits with a legal
corporation. These
properties are known as
common properties.
Fairmont pacific rim and
The Rosewood hotel
Georgia.

Grading system and their role
played in booking accommodation
Grading System Definition System Example
1 star These form of
hotels renders
only essential
services to
customer’s which
are basic. They
maintain hygiene
and security
standards.
1 star hotels are
family owned and
operated on very
small level. The
investments in
such hotels is
very less as
compared to
other
accommodation
provider.
School House
Hotel
2 stars These hotels also
provides bare
essential services
wit some quality
and standards
services. The
hygiene and
security
standards are
maintained and
above as
compared to 1
star hotels.
2 star hotels are
recognized under
small and
medium sized
organisation.
They render good
quality services
to guests such
comfort stay,
cashless
transactions with
equipped rooms.
Tartan Logde

Continue…..
3 stars These type of
hotels providing
average
amenities, higher
quality services,
designs and
physical
attributes.
These hotels are
recognized under
medium sized
hotels, have
higher staffing
needs and bigger
operational areas
such as huge
receptions and
lobby area. The
staff of 3 star
hotels are
required to be
familiar and well
known with one
extra foreign
language.
Ramada
Hounslow

Continue…..
4 stars These types of
Hotels provides
above average
services, deluxe
services and
responsible for
great experiences
of customers.
Their designs are
huge and have
larger range of
facilities for
visitors.
They maintain
high quality
furnishings
decorations and
equipments with
spacious
bedrooms.
Moreover, their
staffing needs are
also huge.
Edinburgh
Grosvensor Hotel

Continue…….
5 stars These hotels
renders huge
experience to
guests, luxurious
stay and other
facilities. Having
spas, gymnasium
and other special
amenities.
The
accommodation
of 5 star hotels
are spacious,
luxurious and
matches with
international
standards of
services such as
internet,
personalised
guest welcome
with flowers,
elegant
furnishings and
flawless services.
Marriott

The functions of front office in different
types of accommodation provider
Front office department or teams have different functions and roles which
they play in for their respective accommodation provider. Different
hospitality service and accommodation service provider has their front
office teams who plays their function in different manner. Few
accommodation service providers and functions of their front office
department are elaborated below with taking examples of different service
providers.
 Hotel renders numerous services which comes under high or average
quality services. These services are mostly expected by three to five star
hotels such as online reservations, check outs and payments. In such
hotels a huge front office staff are present, they are the face of the hotel
have various numbers of functions. These functions are making accounts
of all reservations and communicating with other staff members such as
housekeeping unit and other related operational units which are
responsible for rendering best experiences to guests. Receptionist of
hotels are responsible for resolving issues of guests, listening to their
queries make arrangement for serving them with utmost best solutions.

Continue……
 Guest house here reception person takes calls, make
appointments for accommodation, resolves queries of
individuals. The guest house front office department are very
small in size as they do not serve frequently to public. The
front office department of guest houses make records and
required to perform night audits. They address guest visiting
their guests houses at nights, show them their rooms and
provide them all the information needed by them. The
receptionist of guest house greets guests coming for stay and
mostly corporate offices make bulk reservations in guest
houses. Therefore, they are responsible for making the best
impression and rendering great service experiences to people.
This will ensure future sale at some point and keep the
company working appropriately

Then roles of front office
department
Front office department of hospitality service providers has
varied roles and responsibilities which they perform in order
to make the organisation. The housekeeping department
plays an important role in offering transparency among their
respective customers and also provide clear picture to their
employees. For this, authority lines and communication
channels are helpful within the company. The underneath
discussed roles are helps in offering systematic and suitable
direction to their employees. This department is accountable
for creating suitable impression which provide first and last
impression on the mind set of guests which is related with
the stages of services and also offer various facilities which
by the company.

Continue……
 Guest service Manager are responsible for managing
an existing guest visiting the hotel. The keep track of
check in and check out of visitors and listens to their
complaints and queries if any. Guest service Managers
are also responsible for keeping check on lobby
operations and hotel amenities.
 Night audit manager responsible for developing
accounts our recording transaction which took place in
hotel at nights.They are responsible for handling
customers or guest overnight requests and
requirements. The full film their duties of rendering
best experience and comfort to customers at night too.

CONCLUSION
It is concluded that accommodation service
sector is the great part of hospitality industry
and adds value to it. It enhances the
experiences of customers as numerous styles
and types of services are provided to each
consumer according to their requirements
and desires. Accommodation service sector
contributes a lot to hospitality industry and
economy through its commercial and non-
commercial accommodations factors.

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