Managing Accommodation Services in Hilton Hotel

This presentation provides an overview of managing accommodation services in Hilton Hotel. It covers the scale and size of accommodation services, different forms of ownership, the role of classification and grading, and the functions of the front office department. It also discusses the key roles within the front office department. The presentation is relevant for students studying hospitality management or anyone interested in the hotel industry.

Managing Accommodation
services (Unit 7)- Hilton
Hotel

TABLE OF CONTENT
 INTRODUCTION
 Scale and Size of accommodation services within hospitality industry
 Different forms of ownership in accommodation services
 Role of classification, grading and online guest review sites in influencing potential
guest to look and book hotel
 Front office department function within accommodation services
 Key roles within front office department
 CONCLUSION
 REFERENCES

Hilton Hotel
 Hilton hotel is global organization operating its function across nation to provide
qualitative services to large number of customers.
 It was founded by Conrad Hilton in 1919 and 586 hotels are located across worldwide
in order to satisfaction of needs of customers.
 It is an hotel that provide accommodation to people to spend their leisure time and
money in an effective manner.
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INTRODUCTION
 Managing accommodation services refers to management of services related to food,
lodging and convenience in order to satisfy needs of people by effectively utilizing
their time and money.
 It is largest sector in hospitality industry that is growing at a fast with offering lot of
opportunity to many students in dynamic and diverse sector.
 Therefore, it is one of the most crucial part of hospitality industry and helps in
providing number opportunity to individual.
 This report covers analysis of Hotel Hilton that was established on 31 May, 1919 by
Conrad Hilton and it has 586 hotels located worldwide

Contribution of accommodation
sector to the industry as a whole
 Accommodation refers to place where people can easily spend their time away
from their home where all basis facilities are provide for comfort of guest.
 Hotel accommodation contribute 17.4% billion pounds in the economic of UK as
per 2015 as compared to other accommodation. It helps in increasing total GDP
of country and helps in economic development of UK.
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Scale and Size of accommodation services
within hospitality industry
 There are various kinds of accommodation services that are available in
hospitality industry that provide different level of facilities and experience to
customers. Such as Hostels, Guesthouse and Apartment are some of the
accommodation facilities where people can effectively utilize their time and
money. Therefore, types of accommodation are explained below:
 Hostels: It is one of the cheapest accommodations that offer shared room
facilities with bunks bed, even amenities are also shared between people. It is
best places for meeting of new people because it provides user friendly
environment. Therefore, attract large number of youngsters to spend their time
in such hotels for travelling or studying.

Cont.
 Hotels: It is one of the best and most preferred accommodation as it provides
all essential facilities such as TV, free Wi-Fi, restaurants and bars and room
services to customers to spend their leisure time effectively. They are
categorized on the basis of 1-5 stars as per services and facilities offered by
each hotel so that individual can choose best hotels as per its needs.
Global chain and consortia
 Hotel Hilton is fifth largest hotel chain in the world that have more than 164,000
employees, 4,922 hotels across 104 countries and territories to provide
standard and luxury facilities to people for spending their leisure time.

Serviced and non-serviced Business
 Serviced accommodation: Hilton hotel is great example of
providing service accommodation to people in UK. It offers varieties
of services such as reception, cleaners, room services, restaurant for
food and drink to people that stay for overnight or weekend. Thus,
various services offered by hotel helps in satisfying needs of
customer beyond their expectancy. It has generated revenue $8.90
billion and contributed large amount for economic growth and
development. Hilton has owned 5,757 properties with 923,100 rooms
in more than 113 countries and well established 14 brands. Its
purpose is to satisfy needs of customers by providing luxury facilities
and amenities to people so that they can utilize their time and money

Business models:
 Information accommodation model: It provide essential information to people
so that they can use it while making decision regarding hotel to be choose
among.
 For example: Airbnb is a online market place that provide lodging and homestay
facilities to people in order to provide better tourism experience.

Different forms of ownership in
accommodation services
Hotels are classified on the basis of various accommodation
facilities provided by it to customers such as world class
services, mid-range and budget services. Different level of
services provided by hotels are as follows:
 Luxury: Hotels that provides standard and qualitative services
and facilities, infrastructure and amenities to high class people
or customers. Therefore, such hotels motive is to provide world
class experience by offering all luxury facilities to customers. 5
stars hotels provide luxury services such as free Wi-Fi, upscale

Types of facilities found within each
accommodation:
 Restaurants: It offers standard and quality food and beverage to customers,
have attractive menu that is able to cater needs of every individual. Such as
self-catering kitchen or lounge, conference room and outdoor barbecue room
where people may sit and enjoy spending time. Free Wi-Fi, parking facilities
and laundry facilities.
 Valet: It provides ease and comfort to customers in parking cars as a person is
assign to park car or vehicle of person in various restaurants, stores and
enterprises. This service offered by hotels and restaurants can be paid or free
off course depend upon particular hotel.
 Concierge: It is the person that provide information about accommodation

Ownership and affiliation:
 Chain hotel management: There are number of hotels operating in different
location in same name such as Hilton is operating in UK as well as across
various countries to render qualitative accommodation services.
 Management contract: It is contract between owner and person that the owner
will invest in the hotels and its is managed and run by person by providing a
percentage of sales revenue as per agreements.
 Franchise: It is method in which franchise is given to other Person in order to
take advantage in market by use of well-established hotel brand name and
system operates business. Hilton use franchise model to expand its market
share and profitability.

Different types of Ownership

Role of classification, grading and online guest review
sites in influencing potential guest to look and book
hotel:
These play important role in influencing people to prefer specific hotels and restaurants to effectively utilize their time and
money.
 Classification and grading: Hotels are classified and graded on the basis of facilities infrastructure provided by each of
them such as one, two, three, four- and five-star hotels. The hotels that provide luxury services and have well equipped
furniture come under category of 5 stars whereas one star have limited facilities and room. Therefore, grading and
classification allows traveler to choose among hotels on the basis of their needs, requirements and budget. They also refer
to people while choosing a particular hotel .
 Online sites: Due to digitalization and continuous change in technology, customers awareness about recent advancement
and maximum use of social sites has impact on choosing particular hotel, restaurants. People now a day spend time to
search about information and review previous customers experience through feedback and comments that hotels get while
using social sites.

Grading and classification
1 Stars: Such hotels provide very less facilities and services to customers within limited
accommodation and facilities.
2 Stars: In such hotels that are some what extra facilities as per 1 star so that people can live and
spend their time effectively.
3 Stars: Such hotels are mostly preferred by large number of travels as it provide sufficient facilities
at reasonable rates.
4 Stars: It is preferred by high class people or traveler as it have more facilities and qualitative
infrastructure and services render to guest.
5 Stars: Extra ordinary services are provided such as Free Wi-Fi, swimming pool and spa facilities to
attract high professional and business for events
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Front office department function within
accommodation services
There are various functions that front office department perform to provide better
accommodation services to its guest. Such as reservation, reception, guest
services, concierge and night audit. It also has prepared organizational chart for
achievement of predetermined objective of Hilton hotel. It is one of the most
important department as provided valuable and qualitative services to guest
from prearrival to departure thus helps in achievements of organizational goals.
Front office department collect data related to guest and ensure the needs of
customers are satisfied effectively. Operation of front office department can be
explained below:
 Guest registration: It performs various activities such as checking and

Cont.
 Reservation: Front office department of Hilton hotel is also responsible for
reservation of number of rooms for the guest in order to remove inconvenience
in case of guest enter into the hotel.
 Telephone services: Front office of Hilton can communicate with guest inside
and outside hotel as per its request and to know about its needs and
preferences regarding particular room and facilities.

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Key roles within front office department
 Hilton hotel in order to achieve predetermined goals, objectives has a formal
organizational structure that has different hierarchy of management, employees’
level. Therefore, it helps in defining interrelationship between employees,
functioned performed by each of them and span of management. The various
functioned and roles of people within front office department are as follows:
 Front office manager: It is mainly responsible for welcoming the guest when it
enters into Hilton hotel to make aware about them of hotel room and facilities.
So that they can easily enjoy their leisure time and money while living at Hilton
hotel. Front office manager ensure that all needs and grievance of customers
are solved to provide better experience to customers.

Cont.
 Head Concierge: It supervise and monitor both attendance of number of guest
and concierges that means provide special services to customers for providing
immerse and luxury feeling to client. Thus, manager helps in retaining
customers loyalty and satisfaction by offering qualitative service in Hilton hotel.
 Reservation Manager: It collects and maintain information regarding
reservation of number of rooms by clients, its preference regarding facilities.
Thus, guest feel satisfied and happy by minimizing wastage of time of guest in
booking rooms.

Function of the Front Office

CONCLUSION
 From the above analyses it can be concluded that there are various
accommodation facilities on basis of size and scope of operation of business.
 Customers look and choose best hotel among various on basis of online sites,
classification and grading.
 It can also be explained that housekeeping plays an important role in keeping
and maintaining room and all furniture in appropriate condition.

REFERNECES
 Astini, K. T., 2018. Developing Computer-assisted Hotel Front Office English
Listening Materials for Students of Tourism School in Bali. Jurnal Pendidikan
Bahasa Inggris Indonesia, 6(1).
 Ayuso, S., Fullana, P. and Montcada, E., 2017. Case study: tourist
accommodation. In The Future of Eco-labelling (pp. 193-233). Routledge.
 Belotti, R., 2016. ‘Work Related Pressures of Front-Office Employees and their
effects on Job Performance–A Case Study’ (Doctoral dissertation,
Bournemouth University).
 Brown, N. A and et.al., 2018. An integrative framework for investigating disaster