Accommodation Services in Hospitality Industry

This presentation provides an overview of accommodation services in the hospitality industry. It covers the scale and size of accommodation services, different types and categories of accommodation providers, the role of the front office department, the impact of online reviews on customers, and the grading system in booking accommodation. It also discusses different forms of ownership in the accommodation sector.

MODULE TUTOR:
Funmi Margaret
Alalade
Managing
Accommodation
services

Table of Content
 Introduction of organization
 Introduction
 Accommodation service and its contribution to industry
 The scale/ size of accommodation services found in hospitality
industry
 Different types and categories of accommodation provider
 Scale and scope of accommodation services
 Different forms of ownership available to accommodation services
 Grading system and their role played in booking accommodation

 Online review sites
 Front office and structure
 Front office structure
 The functions of front office in different types of accommodation
provider
 Roles of front office department
 Conclusion
 References

INTRODUCTION
Services are essential part of hospitality sector which are
necessary to be provided by them at all aspects.
Hospitality sectors are focused towards their customers &
guests. Novotel London Canary Wharf, a four star hotel
headquartered in U.K. The hotel provides wide variety of
services like SPA, WI-FI, dining areas, room bookings
etc.

Different types of accommodation services
 Full service hotel- These are those type of accommodation
services which offers or provide wide variety of services &
involves all of these services in price (Farmaki, 2020).
 Economy budget hotel- These are those type of
accommodation services in which these hotels are small to
medium sized hotel establishments that provide
accommodation with little no to services.

Novotel London Canary Wharf

Accommodation sector and its contribution to
industry
 Accommodation sector in hospitality industry is becoming wider
and broader. In relation with chosen hotel they also provides
accommodation services to their customers at both national and
international level (Longart, 2020).
 This sector has delivers larger contribution to economy which is
estimated as around $25 billion.

Contribution of accommodation service

The scale and size of accommodation services
found in hospitality industry
The industry of hospitality has wider range and is being developing their
functions as well as operations at larger scale. In context with chosen hotel,
they have wide variety of accommodation services according to which they
target their customers and guests. IN U.K., 7% of profit is being distributed
to the GDP of country. With rise of competition, small, medium and large
hotels are expanding their business. Further, it has new types of
accommodation services are also provided by them to their special guests.

Types of service
Luxury services- These are
those type of service in
which services are being
provided with aim to make
feel special who has paid
for it. For example-
Navotel hotel provides
additional facilities& room
suites with more
specifications.
Budget services- These are those in
which services are provided within
the budget of a individual.
Mid range services- These are those
services in which the service is
neither low or expensive & is easily
affordable. For example- Mid range
rooms with affordable prices are
available in chosen hotel. Bars,
dining table services also come under
this category.

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.
-
Different forms of ownership

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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.

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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.

Different types and categories of
accommodation providers:
In context of hospitality sector, the accommodation is
being provided by many ways (Amos, 2020). There are
several types of providers which are being classified into
different categories & are mentioned below-
 Commercial sector
 Non- commercial sector

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Non-Commercial accommodation
 Privately owned assets- These are those type of non commercial
accommodation in which individual rent their own houses or rooms to
others on a fixed amount. Some of them are independently with services
and some of them have their own rules and regulations.
Commercial accommodation
 Hotels- Commercial accommodation are those which provides services
within commercial areas.

Different types of staffing level
Short term staffing- This is type of staffing in which
planing is needed at immediate process.
Long term staffing- This is type of staffing level in
which long term and proactive approach is used by
company.
High turnover- In this type of staffing level if staff
turnover is high then level will be affected. For
example- accommodation provider such as commercial
sectors has high turnover of staffing level.
Low turnover- In this, if there is low turnover of staff
then level will be affected at minimum aspect. For
example- local accommodation providers such as
Hostel, PG has low turnover of staffing level.

Scale and scope of accommodation services
 Luxury services- These are those type of service in which services
are being provided with aim to make feel special who has paid for
it. For example- Navotel hotel provides additional facilities& room
suites with more specifications.
 Mid range services- These are those services in which the service
is neither low or expensive & is easily affordable. For example-
Mid range rooms with affordable prices are available in chosen
hotel. (Amos, 2020).
 Budget services- These are those in which services are provided
within the budget of a individual.

Impact of star rating on consumer behaviour
 Consumers get affected by star rating as when ratings are
towards a product then purchasing is done more
frequently.
 Another impact is that through star rating,
consumers are able to examine whether product is
satisfactory or not.

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
accommodatio
n 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

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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
operationa
l 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

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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
experienc
e to
guests,
luxurious
stay and
other
facilities.
Having
spas,
gymnasiu
m and
other
special
amenities
.
The
accommo
dation of
5 star
hotels
are
spacious,
luxurious
and
matches
with
internatio
nal
standards
of
services
such as
internet,
personali
sed guest
welcome
with
flowers,
elegant
furnishin
gs and
flawless
services.
Marriott

Positive and negative impacts of online reviews on customers
Positive impacts-
Online reviews while in accommodation services has great
impact on customers because with help of reviews it become
easy for them to gain information about provider of
accommodation & their services (Fouad, 2016).
Negative impacts-
Online reviews can also have negative impacts because some
reviews are not reliable or true which can also lead to wrong
selection of accommodation services.

Online review web sites
 In context with hospitality sector has been evolved with online web
sites which has assist them in achieving their success at appropriate
way. With help of these web sites, it has become easier for
customers to collect, select & gather necessary credentials about
target hotels. (Fouad, 2016).
 There are many types of online review web sites like trip advisor,
make my trip, etc. which provides information to customers at all
wider level.

Front office and its structure
 Front office department of hotel are most important department who
play wide variety of functions and operations. They are one who
directly encounters customers and guests and also they are responsible
for whether customers will take service of not (May, 2019).
 Each and every hotel has different form of front office structure
according to which they carry out roles as well as responsibilities
(Longart, 2020).

Structure of Front office of Novotel London
Canary Wharf

The functions of front office in different types of
accommodation provider
Hotel delivers numerous services
which comes under high or
average quality services. These
services are are being expected by
three to five star hotels such as
online reservations, check outs and
payments (Farmaki, 2020). In
such hotels, a huge front office
staff are present, they are the face
of the hotel have various numbers
of functions.

Functions of front office
Information- It is important function of front office in which
reliable information is given to customers. For example-
accommodation service provider such as bed and
breakfast, front office ensures that bed & breakfast are
provided with appropriate end users choice of selection
(Jiang, 2020).

Functions
Accommodation provider- Luxury hotel
In this, main function of front office is that in luxury hotels
front office department maintains demands and complaints
of every guest & customers. Through this, they are able to
assist management to engage with customers properly
(Nissen, 2016).
Accommodation provider- Hostel
In this main function of front office department is to deliver
right information & to show rooms to customers (Nissen,

Continue…
Guest house- IN this, 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 (Jiang, 2020).
 Also, guests have to order on their own and stay for short duration of
time mostly at time of emergency guest house are booked.

Front office and its structure
 Front office department of hotel are most important department who
play wide variety of functions and operations. They are one who
directly encounters customers and guests and also they are responsible
for whether customers will take service of not.
 Each and every hotel has different form of front office structure
according to which they carry out roles as well as responsibilities.

Roles of front office department
 The role of front office department is wider and broader. They play
most important role in hotel because they are baseline of hotel who
manages customers queries, problems, staff, etc. In relation with
chosen hotel, front office department are well aware about their roles
and duties.
 Manager of hotel make assure that all roles are carried out by front
office in proper manner so that better results are achieved.

Key role players
 Guest service Manager – Guest service manager are responsible for
managing and handling the guests which arrives at hotels & are well
aware about their check in or check out and other activities
(Farmaki, 2020).
 Night audit manager- The night audit manager are those who are
responsible for handling or managing the room bookings, accounts
which have been done at night by customers (Fouad, 2016).
 Hotels- Novotel London Canary Wharf, managers are well aware
about their roles and responsibilities according to which they
provide services to & handle customers in well organized way.

CONCLUSION
After a brief analysis of above presentation, it has been stated that in
hotel industry it is essential to provide accommodation services in
such a way that customers receives total satisfaction. Thus, this
presentation includes scale and size of accommodation service,
front office department overview, online review web sites, different
forms of ownership available to accommodation services. Thus,
managing accommodation services is not easy procedure which
require deep level of skills & expertise.

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.

Continue..
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.