Managing Accommodation Services

This presentation explores the different aspects of managing accommodation services in the hospitality industry. It covers the roles of front office and housekeeping, the significance of classification systems, and the impact of online review sites. The case study focuses on Intercontinental Hotels Group, a renowned hospitality group headquartered in Buckinghamshire, England.

MANAGING ACCOMMODATION SERVICES

Table of Content
P1. Graphical Identification of the accommodation services
P2. Different forms of ownership available to accommodation services
P3. Role of grading, classifications systems and online review sites
P4. Front office functions within a variety of accommodation services
P5. Key roles within the front office department

INTRODUCTION
■ Accommodation is a diverse term which is used to refer the arrangement for people either to
settle or enjoy any recreational activity.
■ This assignment is going to highlight the different aspects like roles of front office and
housekeeping of hospitality industry. This will contain about significance of classification
systems in relation with functional units of accommodation services.
■ Intercontinental Hotels Group is considered and is among famous hospitality groups which is
headquartered in Buckinghamshire, England.
■ Their operations mainly deals in around 8 lacks rooms with around 5000 hotels in all over
the world. Additionally, there will be an emphasis on review systems and additional focus on
managing the security systems to achieve the objectives of the chosen organization.

P1. Graphical Identification of the accommodation services
(a) Number of hotels in London compared with other capital cities on the basis of rooms of
2014-2015.
In the above graph (a), it is clear that Paris has the most number of hotel accommodation
since it is the most visited tourist destination. London ranked second.

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(b)Number of hotels in UK compared with other countries on the basis of rooms of 2011-2012.
In the above graph (b), it is clearly indicated that UK has the highest number of hotels at
worldwide level.

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(c) Number of hotels in UK on the basis of rooms of 2011-2012.
In the above graph (c), blue refers the number of hotels and orange reflects on B&B (Bed
and Breakfast) and is clearly demonstrated the number; London being the capital city has
maximum no. of hotel chains.

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(d) Quantity of one, two, three, four and five star hotels in London on the basis of rooms of
2015
In the above graph (d), it is clear that 4 star hotel are in prominent state compared to other
stars

P2. Different forms of ownership available to accommodation
services
Type of ownership Description Advantages Disadvantages
Sole trader This is the individual who owns and sets up
business with an unlimited liability.
It is easier to set up without focusing on extra
paperwork and assist in having fewer costs
with complete control.
It has unlimited liability which leads to
losses and the entire burden is on the sole
trader only.
Limited Company It is structural business where the company
is considered a legal distinctive body.
There is financial security and the shareholders
are liable for any debts or losses incurred.
Lack of proper outline in powers which lead
to dilution of the management. It includes
more people have a say and thus there is
accountability issue.
Ordinary Business Partnership This consists of tow or more parties who are
self-employed or under limited companies
or limited liability partnerships.
There is equal participation while taking
decisions or discussing ordinary affairs.
The liability is unlimited and each partner is
liable for their share of debts or liabilities.
Limited Liability Partnership This involves members with a limited
corporation liability, i.e. no personal
accountability for debts.
The shareholders are responsible for those
debts only, on which they invested a specific
amount.
The profit generation is direct related to self-
employment taxes.
Unincorporated Association It sets up with the help of group of people
for a noble cause with mutual agreement.
There is compliance of running the business
for public benefits and thus have charitable
aims.
There is loss of personal ownership.

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Purchase methods Advantages Disadvantages
Cash Purchase This eliminate the risks of loan approval and no scope of
interest.
Cash is not traceable and sometimes leads to illegal aspects.
Bank Loan It comes with a specific repayable time and is available at fixed
interest rates with predictable monthly payments.
It requires strong credit and is based on collateral terms.
Family Loan This is easy to attain and there is reliability parameter. There are chances of breach of code of conduct and adoption of
legal framework
Joint Purchase The liability is here divided equally among all the purchasers Any legal action like transfer, selling etc. needs complete
consensus
Franchise These are independent of small business ownership where
benefits are shared and has low risks .
Its lack of control that affects the reputation and leads to slow
progression
Re-mortgage own
home
It involves borrowing at lower interest rates and streamlining
the amounts
There is a chance to lose out on the property that have been
remortgaged

P3. Role of grading, classifications systems and online review sites
Components Description Examples
Essential This is an important component that is vital and mandatory in nature. Bed, Fan, Electricity, availability of water
Basic This is the fundamental amenities that forms the principles of the properties
required for sustenance.
Lodging area, food, water and recreational
objects
Nice-to-have This is that component which shed light on the additional attractive points to
lure customer for revisiting.
24*7 room service, free WIFI, amenities like
spa sessions, swimming pool, HD TV, AC,
keyless card
Luxury It refers to sumptuous environment that are not essential but can be applied for
status symbol and increased brand value.
Inclusion of a sitting area with sofa/chairs
with a table, high-end products in F&B,
bathroom amenities etc.
Hyper-luxury This includes the properties of luxury, however there is a higher level up and
focus on providing exclusive and rare services or products to the customers.
Separate swimming area, fitness centre, on-
site dining, complimentary WIFI, room
services for 24*7

P4. Front office functions within a variety of
accommodation services
Front office of the Intercontinental Hotels Group is one of the efficient functional units that handles the customers since their
arrival until the departure. They form the lasting impression on the customers and thus, the front house department must look
after all the services.
Front-office Functions Responsibilities Facilities/Equipments
Front desk Creating database by entering clients' details for proper accessibility, interacting
with them for checking availability of rooms and assigning as well, issuing keys,
settling guest payment at check-outs
Desk Computers, telephones, printer, door-bell, room keys
box etc.
Uniformed services These are assistants for pick up services or welcoming guests at their arrival,
handling luggage and mainly deals with managing guest services .
Special master room key, use of radios (walkie-talkie) for
better housekeeping, weapons for security issues
Concierges This individual is charge at the entrance who is the representative of the hotel. Gloves, separate attire to put the first impression
Accounting System Handling guest accounts, creating client's account with FO accounting system,
collecting balance amount of guest bills and generating reports
Interconnected systems of computers, robust server box,
stationary items, calculators, files for record-keeping
manually etc.
Private branch
Exchange
This connect all the sections of this department and also supported in establishing
robust network with the other departments
Proper networks for a private Telephone network to be used
within this hotel

P5. Key roles within the front office
department
The font office of Intercontinental Hotels Group has several functional units which have been
mentioned above. Their responsibilities are conducted by specific designation and is described below:
■ Front Office Manager – He is the one who handles the clients' on one-to-one basis.
■ Reservations Manager – He looks after accommodation bookings, check-ins, check-outs and
other such queries in context to the customers'.
■ Reservations Clerk- He takes place in the absence of Reservations Manager and address the
issues related to bookings and other special provisions like discounts, etc.
■ Check-in Desk Manager – He keeps an account of the details of customers when the clients
arrives.
■ Check-in Desk Clerk- He works for managing and keeping the details in terms of dates, months
or frequency of their arrival.
■ Check-in Desk Night Clerk – His responsibilities is same as that of check-in desk clerk.
However, the reporting time is during the late hours at night.

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■ Guest Services Manager – Their work is to coordinate with other staff to welcome and make
the guests comfortable. Along with, they inform the hotel regarding their arrival, meaning rooms
etc.
■ Guest Services Assistant – His responsibility is similar to Manger who he has to report and
must take his place in his absence for smooth working.
■ Concierge – He is that employee who assist the guests on their arrival and help in making
reservations, sight-seeing and more.
■ Porter- He is that individual who helps the guests by carrying their luggage while checking in or
out either using trolley or carrier.
■ Night Porter- His duty is similar to porter's and is assigned the night duty for better division of
work hours with sufficient rest.

Individual reflection
■ These tasks gave me a platform to understand the importance of accommodation services in more profound
manner.
■ I realized the importance of Scale and size of the accommodation services found within the hospitality industry,
Different forms of ownership available to accommodation service, Role played by grading, classifications systems
and online review sites when potential guests books the services, The organisation of front office functions within
a variety of accommodation services and Key roles within the front office department for a selected organisation.
■ It gave me insights to know the function units of all hotel operations and the interconnectivity between
housekeeping and front desk. Lastly, I also examined various statistics about the rooms allotment and rating
system of hotels in a comparative analysis manner.

Conclusion
■ It has been summarised that accommodation services have a significant impact on the
generation of revenues and profits.
■ This assignment has highlighted core competencies and abundant opportunities in terms
of employment and maintenance provision for the entire taskforce working in this hotel.

References
■ Faisal, M. (2018). How to increase efficiency of Front Desk using holistic
approach: Case: Hotel X.
■ Fouad, M.A., Hussein, S. and Attia, A.Y. (2016). Housekeeping
Performance and Guest Satisfaction in Resort Hotels. International
Journal of Heritage, Tourism, and Hospitality.7(2).
■ Ghazi, K.M. (2016). Maintenance Management Practices in 5-star
Hotels. International Journal of Heritage, Tourism, and
Hospitality.10(1/2).

Thank you