Managing Accommodation Services in the Hospitality Sector

This document provides an overview of managing accommodation services in the hospitality sector, focusing on topics such as different types of accommodation services, forms of ownership, grading and classification systems, and the role of online reviews. It also includes a case study on Marriott hotels.

MANAGING
ACCOMODATION
SERVICES

Table of Contents
INTRODUCTION...........................................................................................................................3
PART A: SCENARIO AND ACTIVITY........................................................................................4
1) Introduction to hospitality sector.......................................................................................4
2) Different types of accommodation services.......................................................................5
3) Different forms of ownership applicable in accommodating services...............................6
4) Concepts relating to grading and classification systems and role of potentilla guest looking
and booking the accommodation............................................................................................7
5) Role played by online reviews sites...................................................................................8
6) Function of the front office with respect to different accommodation provider................8
7) Key role of the Front office department in meeting the Marriott hotels objectives...........9
8) Conclusion in respect of Role of Accommodation and Front office department to sustain
customer towards their business...........................................................................................10
PART B: SCENARIO AND ACTIVITY......................................................................................11
1) Key roles of housekeeping department in Marriott hotel and evaluation of interrelationships
between other departments...................................................................................................11
2) Role of forecasting linen stock and other guest supplies for management of effective
business.................................................................................................................................12
3) Evaluation of importance of maintenance and security at Marriott for guest satisfaction13
4) Importance of communication between housekeeping and facility department in order to
provide quality accommodation services.............................................................................13
CONCLUSION..............................................................................................................................14
REFERENCES..............................................................................................................................16

INTRODUCTION
Hospitality sector considered to be one of the most earning sector as comparisons to other
fields. In respect of managing the overall services of the hotels. They mainly related to managing
the food and services which is provided in hotels or managing the events such as any marriage
events or any business conference or any family function1. Thus, the matters related to managing
the accommodation services is related to providing the luxury services to the customer at the
time of availing the services of the hotels. Through this aspects, the accommodation can be done
in respect of providing accurate space and security which can satisfy the needs and demand of
the customer. In such manner, management is to be done in respect of managing the same
household items which is needed to traveller in case of staying away from home. Through this
manner they feel that place homely and also feel secured for preferring that place in near future.
Present report is based upon the Marriott resorts and hotels which is founded in 1957 by J.
Willard Marriott. Their main headquarter is in United stated and are located at several places
carrying the 567 hotels around the world2. Such hotels are engaged with large number of
employees carrying the business and also working at different fields such as front office desk,
customer care services, marketing departmental and also stewards who carry the responsibility to
deliver foods to their customer. Due to changes in time, the business are also carried online and
thus through this perspective, they are reaching to large customer base.
Report will includes the different types of accommodation services which is available at
hospitality sector. It also carries the role of the Front office department which majorly focus on
fulfilling the customer needs in hospitality sectors. Further the report carriers with contributing
the Housekeeping department in respect of providing the effective services to customer in
hospitality sector. Lastly the report ends up with the facilities and security that carry the vital role
in accommodating services.
1 Wood, R. C. ed., 2017. Hotel Accommodation Management. Routledge.
2 Hay, B., 2019. The campus hotel: Commercial hospitality space on a UK public
university and some insights for Australian universities. In CAUTHE 2019: Sustainability of
Tourism, Hospitality & Events in a Disruptive Digital Age: Proceedings of the 29th Annual
Conference. (p. 36). Central Queensland University, Australia.

PART A: SCENARIO AND ACTIVITY
1) Introduction to hospitality sector
Hospitality sector carries the various responsibility in respect of providing food, shelter,
helps customer to organise any events or also organise business conference according to their
own needs and demands. As every customer had their own taste regarding availing the particular
services. Thus, in such aspects, hospitality sector is examined in respect of hotels or resorts and
also they deal in various factors relating to lodging facilities, organising the unique interior or
any attractive place so that it attracts the customer interest towards such services or providing the
transportation facilities3. So that customer can easily avail such services in better way. The role
of accommodation sectors in respect of hospitality sectors is examined through providing foods
and beverages, providing the transportation facilities so that customer can easily reach to any
particular place. Through providing the effective accommodation facility in hospitality sector, it
results in bringing more sustainability in business. Thus, through this aspects it results in
contributing to the business the more profits and also result in sustaining their business in respect
of emerging in competition in hospitality sectors.
In respect of Marriott hotels, they mainly deal in providing the luxury services to their
customer and by this perspective, they reached to third largest chain of hotels in UK. They also
manages the large number of brand portfolio and also carries 7,003 properties in around 131
countries. Marriott hotels is famous for its unique interior and also the concept which they
promoted their hotels are different and also providing services4. Customer find it unique to stay
at such places which provide homely services and also represent their own country tradition.
Through this aspect they are managing the accommodation services through not carrying any
barriers in respect of culture or not discriminating any person on the bases of caste, culture, sex,
religion, region etc.
3 THE ROLE OF ACCOMMODATION IN TOURISM DVELOPMENT. 2019. Online.
Available through:
<https://www.academia.edu/22581995/THE_ROLE_OF_ACCOMMODATION_IN_TOURISM
_DVELOPMENT>.
4 Guttentag, D., 2015. Airbnb: disruptive innovation and the rise of an informal tourism
accommodation sector. Current issues in Tourism. 18(12). pp.1192-1217.

2) Different types of accommodation services
In context of hospitality sector, various types of accommodation facilities are provide to
the customer such as in respect of providing the healthy breakfast in mornings and also it
conclude with various fruits and beverages which attract the customer interest and they find their
meal completed. In respect of providing services to motel, the accommodation can be done on
the bases of providing rooms at lower prices and also the services are to be given on 24 hours
bases5. Thus, through this aspects they maintain their interest for longer way and also the
motorist can attach to such services to avail it in future also. In context of Marriott hotel, they
also provide accommodation to such person which cannot afford the high budget rooms or
luxury rooms. In such manner, they provide facilities in form of hostel where the traveller can
stay at the place with less budget. The another accommodation services also arises in respect of
preferring the Inn services. Marriott offers such services to the traveller or person which are
staying for less time period. They offer services to customer in respect of providing the food,
shelter, safety and drinks so that they feel comfortable before travelling to some other place. The
services which they are offering is at low prices and also the interest the customer interest
through innovating the less budgetary concept in hospitality sector.
In respect of Commercial business, thy are privately owned by person which carry the
brand name regarding the particular business. They carry various right regarding maintaining
their reputation and goodwill in market. They usually offers high rated services to the customer
which can fulfil their needs in better way6. But usually such services can be availed by the high
class people. In respect of non commercial business they area mainly operated by providing the
services which is not mainly based on earning profits but can be easily affordable;e by any
person. Such as services which are relating to any cafeterias in school or hospital canteen or any
corporate dinning hall where they can plan their event so that they can save money in respect of
organising the large scale events.
5 Salvioni, D., 2016. Hotel Chains and the Sharing Economy in Global
Tourism. SYMPHONYA Emerging Issues in Management. (1).
6 What is the Difference Between Commercial and Non-Commercial Food Service?. 2018.
Online. Available through: <https://www.besthospitalitydegrees.com/faq/what-is-the-difference-
between-commercial-and-non-commercial-food-service/>.

3) Different forms of ownership applicable in accommodating services
There are majorly different forms of ownership which are applicable in respect of
managing the accommodation facilitates in hotels7. In case of Marriott hotel they can prefer the
best 4 services through which they maintaining their brand name in market and also increasing
the profits. It can be as follows:
 Franchise: Through this form of ownership, the hotels industry carry their brand name
at global market. As they provide franchise to their business in respect of giving the
liability to the person to carry their hotel to gain more profits. The main advantages of
preferring this methods is that the changes of growth of hotel is higher and also they gain
profits through fulfilling the customer needs8. The disadvantage is examined in case of
suffering risk in their bran name if any illegal activity is committed by any of their
employees at work place. For e.g. Marriott hotel gives their franchise hotels in between
the costing of around $ 7 million and $ 10 million. It is examined that 4905 properties are
franchised or licensed to gain more profits.
 Privately owned and carried forwards: In this form of ownership, the owner of the
hotel itself carry certain rights and also carry the freedom in respect of taking work
decision. They carry the rights in respect of managing the overall activity and also assign
task to superior regarding accomplishing the task9. For e.g. In case of Marriott hotels, the
whole activities is carried by the Marriott Vacation Worldwide Corporation. But the
decision is till taken by the owners.
 Lease: In respect of taking ownership on lease property as they also owned by the
owners but the area of the building is related to someone else. Thus, they carry the major
rights in respect of using that building and also design according to that procedure10. For
7 Chibili, M., 2017. Modern Hotel Operations Management. Routledge.
8 Types of Hotel Ownership. 2019. Online. Available through:
<https://bizfluent.com/about-5598328-types-hotel-ownership.html>.
9 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).
pp.1995-2013.
10 Bakker, M. and Twining-Ward, L., 2018. Tourism and the Sharing Economy: Policy and
Potential of Sustainable Peer-to-Peer Accommodation.

e.g. Marriott hotels usually 63 properties are lease where they find that customer can
easily approach to that place or also they provides better services to the customer.
 Managed: In this type of ownership, the property is managed by other person which are
taking care of day to day operations and also they charges extra payment in respect of
maintain royalties at work place11. For e.g. In case of Marriott hotel they are managed
with around 2035 rooms.
4) Concepts relating to grading and classification systems and role of potentilla guest looking
and booking the accommodation.
The concept which is relating to grading and classification of the hotels is based on
getting the star rating from the customer in respect of services which is offered by the hotels to
their customer. The services are to be carried in respect of providing high quality services or
accommodation facility or any eatable products or also carry the overall experiences which the
customer feels is appropriate or not12. Thus, to maintain the sustainability of the hotel in market,
grading is must and also it is to be be in positive aspect.
Grading is important in respect of Marriott hotel promoting their business online. Thus in
such perspective, the judgement of the customer varies by preferring the hotel services or not. As
hotel industry is expanded at every country and also the taste of the customer are different. Thus,
in such manner the reviews given by them are also different. The role of customer in respect of
grading is that they decide to visit to such hotels where the positive reviews are given by the
customers13. They book their hotels once they visit to the company sites and cross cheek for the
customer reviews regarding the particular services. In such manner grading is important in
sustaining in business.
11 Chathoth, P. K., 2016. Historical evolution of hotel chains. In The Routledge Handbook
of Hotel Chain Management. (pp. 53-66). Routledge.
12 Chen, D. W. and Tabari, S., 2017. A study of negative customer online reviews and
managerial responses on social media—case study of the Marriott Hotel Group in
Beijing. Journal of Marketing and Consumer Research. 41. pp.53-64.
13 Bunja, D. and Vucetic, S., 2017. Implementation of ICT Innovation Trends in Croatian
Hotel Industry. Economic and Social Development: Book of Proceedings, pp.264-272.

5) Role played by online reviews sites
In respect of promoting the business online, the online reviews sites such as trip advisors,
google maps play the important role in managing the success to the hotels. Thus, the person
which are found of travelling or visiting to some new property, visit such online sites on daily
bases. They make their decision through this aspects only and by their decision, they share their
review regarding preferring the particular place14. The major role which is played through online
reviews sites is that they build the customer trust strongly and by their perspective they are build
confidences in undertaking any business activities in right manner. If the hotel gets the positive
reviews from the customer it results in increasing the potential conversion of the customer
interest and also they distract the interest of customer to prefer their own services for longer way.
There are various ways through which the reviews can be written either in form of
assigning stars regarding the particular services or sharing their ideas and thought in respect of
filling the feedback form. Through this aspects, they can adapt various methods to bring changes
in their internal working and also they can tag person after the amendments are made in respect
of the reviews raised15. Through this aspects, this procedure helps the guest to look the reviews
before making the online booking regarding the particular services. For e.g. If customer want to
stay at Marriott hotels for 5 days, they firstly visit the room which is display in online sites and
than prefer it for further booking. The second they view is relation to the services which they are
providing in respect of complimentary. After satisfying with all the aspects, they check the rating
of the hotels and at finally they prefer the services.
6) Function of the front office with respect to different accommodation provider
The front office of Marriott is playing an important role to greet the visitors while they
are checking in. They are also involved in assistance of the guest during there stay and helps
them to have good food and beverages16. They are also responsible for receiving payments from
the guest after while they check out. The three main accommodation providers are as follows:-
14 Đorđević, D. Ž. and Janković, M., 2015. Modern distribution and development of hotel
industry in the world. Ekonomika. 61(3). pp.99-110.
15 Akbar, Y. H. and Tracogna, A., 2018. The sharing economy and the future of the hotel
industry: Transaction cost theory and platform economics. International Journal of Hospitality
Management. 71. pp.91-101.
16 Wilson-Mah, R., 2015. . Accommodation. Introduction to Tourism and Hospitality in BC.

 Reservation:- At front offices there are accommodation providers that reserve the
customers request for taking accommodation. They are the first people that helps the
visitors to reach the hotel Marriott. Nowadays, there are online facilities to books the
respective tickets. The responsibility is to communicate with the visitors and make them
attracted to visit the hotel by asking there arrival and motivating them to take the
respective services.
 Registering:- Another accommodation providers are staff members that register the
visitors' arrival and allot them respective rooms for there accommodation 17. At Marriott,
they are providing quick check in so that customers do not have to wait for long period in
order to have there rooms and facilities.
 Checking out:- Here, the staff members are responsible to collect the payment and greet
the respective customers so that they can visit again. They are responsible for making the
visitors experience more effective by providing memento so that they remember their
accommodation and get inspired to visit again. This helps the Marriott to have loyal
customers. For providing effective services, front office of Marriott is given different
training so that they can work effectively and can make the customer service more
impressive. This motivates the customers and they get influence to visit the hotel Marriott
in there next arrival. 18
7) Key role of the Front office department in meeting the Marriott hotels objectives
Front office department are the major face of the hotel and thus it is the duty of the hotel
to appoint the skilled and trained person which carry pleasant personality to handle the queries
raised by customer. They carry duty in respect of resolving the issue which Is raised by customer
and thus also offering better solution so that they can retain the interest of customer towards the
17 Gheribi, E., 2018. Competition Strategies of Selected International Hotels Groups on the
Polish Market. J Tourism Hospit. 7(381). pp.2167-0269.
18 Priyono, A. and Yulita, A., 2017. Integrating Kano Model and Quality Function
Deployment for designing service in hospital front office. Intangible Capital. 13(5).
pp.923-945.

hotels for longer time period19. Front office department carry the major rights in respect of
carrying the information of the guest list regarding check in and check out.
Marriott hotel carry the renowned brand name in market and thus are engaged with
around 1,76,000 employees carrying their business for long term growth. The business objectives
is to get more customer at their hotel and also avail their innovate services which is provides by
hotel in respect of attracting the customer. Usually Marriott hotel choose the robotics at front
desk management so that they communicate with the customer and also resolve all their queries
in better way. Through this aspects they also promoting this concept online and by this procedure
they are attracting the large customer interest towards the hotel sector20. The duty of the front
office department is to be mail the customer before 2 days in context of reminding their booking.
After availing the services they also take feedback reviewed regarding the service offered. They
undertake all the review which is personally mentioned by the customer regarding the particular
room or any services which they are in needs.
8) Conclusion in respect of Role of Accommodation and Front office department to sustain
customer towards their business.
Thus, from the above discussion which is stipulated in respect of determining the role of
accommodation which is given to customer in respect of meals or cleanness or facilities for
proper staying. Thus, through this aspects it resulting in enhancing the customer needs through
providing the hygienic and quality services. They in return charge extra money for such services
produced even if the customer is availing such services or not. In respect of front office
department, they carry various liability through which they represent the hotels in better way. For
this perspective, Marriott hotel had to appoint the trained person so that they can resolve the
queries in better way. As these are the major criteria through which the positive responses is to
be given by customer in online sites and also they recommend the hotels to other person to avail
their services. By satisfying the customer towards their services which they are offering to
enhances the interest also attract the customer needs and demand in availing their services for
longer time period.
19 Do Le, T., 2017. The reasons and solutions for the under-representation of women in the
hotels’ senior management.
20 Peng, J., Zhao, X. and Mattila, A. S., 2015. Improving service management in budget
hotels. International journal of hospitality management. 49. pp.139-148.

PART B: SCENARIO AND ACTIVITY
1) Key roles of housekeeping department in Marriott hotel and evaluation of interrelationships
between other departments
Housekeeping department in Marriott hotel is playing an important role to run the
business smoothly. For the same they are play following role:-
 Basic duties:- There are some basic duties related to building cleaning and removing
trash from the hotel. They are also responsible to effectively maintain or replace the
things that are essential for the visitors that visit Marriott hotel.
 Hotel housekeeping:- Another role of housekeeping department at Marriott is to check
that needs of guest and to take care of private belongings of the visitors.
 To ensure that periodic stock is available at hotel and maintaining the stock and
equipments. For the same, they also prepare respective budget and give necessary
information to the executive house keepers(Rahat and Kabir, 2018).
 They report if any safety and security hazards are there in Marriott hotel. They coordinate
with front office with respect to information of departure room and realizing of rooms.
Housekeeping department is also having and effective interrelationships with other
departments and they coordinate with them for smooth functioning of Marriott hotel. Their
interrelationships with other departments is as following:-
 Housekeeping with front office:- Housekeeping department of Marriott is having an
effective coordination with the respective front office department as they exchange the
information of room status and also expected arrival and departure of customers.
Housekeeping department takes care that front office do not assign the guest room until
they are well cleaned and inspected.
 Housekeeping with maintenance department:- Housekeeping department of Marriott
coordinate with its maintenance department as they find deficiencies in hotel facilities
and contact to the maintenance department so that they better services are provided to the
respective customers.
 Housekeeping with security department:- Housekeeping department of Marriott
coordinate with its security department by giving time to time information related to21
21 Rahat, M. and Kabir, S., 2018. Role of Night Audit on the Perspective of Hotel Bengal
Blueberry.

security of staff and customers. They are alert with respective to different risk and seek
the security department's intervention. 22
2) Role of forecasting linen stock and other guest supplies for management of effective business
The laundry department at Marriott hotel ensure that large volume of soiled linens are
washed properly and they look neat and fresh. These small things create good impression in eyes
of the customers. As the stock is of high quality with high prices, it is responsibility of
Housekeeping department to maintain them and keep them available for the respective
customers. The housekeeping department works to purchase the Linen stock at reasonable price
and make them available in linen room of Marriott.
The linen stock is essential for Marriott hotel as they provide services to many customers
at the same time. So, it is there duty to keep stock so that as new arrival of customers is seen they
are ready for giving their quality of service. It also reduces the risk of not supplying effective
services as the things are in stock.
Linen stock is playing an important role for brining the business effectiveness. The
Marriott hotels are having luxury brands and designing with traditional hotel fabrication that is
with the help of Linen. The Linen stocks are used to furnish western household that includes
beddings, sheets, pillowcases etc. that are basic needs of the customers and attracts them to take
services again and again. Housekeeping department takes care that the guest supplies are
managed effectively and meets the expectations of the customers.
For running the business effectively it is duty of the different departments at Marriott to
provide the guest supplies effectively and on time. It is responsibility of the hotel to keep the
things clean so that customers have good experience at Marriott. Marriott hotels is famous for its
quality of services and they also welcome the visitors with effective management of guest
supplies.
22 Gordon, R.T. and Brezinski, M.H., 2016. The complete restaurant management guide.
Routledge.

3) Evaluation of importance of maintenance and security at Marriott for guest satisfaction
It is very important for hotels to pay attention with respective to its maintenance and
security as customers pays to get better services and can relax and enjoy during the stay without
worrying about their security. It is therefore very important for Marriott hotel to keep eye on
safety of customers and to provide secure environment for the respective customers. Marriott do
not have armed and uniformed security guards as they usually frighten the guests and because of
this reason only they prefer that security is not overt. However, they provide effective security to
its customers as a result customers never hesitate to take services from Marriott.
Marriott is providing internal security to its customers and also staff members as various
fire alarms are there in the hotel that brings safety measures to its customers from unwanted
risks. Marriott is having smoke detectors that helps in detecting the fire and effective measures
can be taken by Marriott. They also provide external security to its customers by providing
security guards and also install CCTV cameras so that they can keep on eye with respect to there
security.
In order to provide safety to its customers and staff, Marriott train its staff members that
what actions they have to take in order to save the customers and also themselves. They are
having security guards that work for day and night and they are also been trained with respect to
firefighting equipments. This helps the organisation to maintain the security and safety of
employees and gain there trust on Marriott services23.
4) Importance of communication between housekeeping and facility department in order to
provide quality accommodation services
It is very important for Marriott to have effective communication between housekeeping
and facility department as it leads to effective accommodation facility for the guests. Marriott is
having effective communication tools that staff members use in order to communicate with
different departments. This keeps the things clear to all the individual and they can work
effectively.
The housekeeping departments work to have effective communication with facility
department in order to make the things clear as it is responsibility of facility department to keep
23 Stuchlý, V., Poprocký, R. and Kaczmarek, M., 2016. Reliability evaluation as a means of
increasing the efficiency of equipment maintenance. Advances in science and technology
research journal. 10(32).

eye on housekeeping department whether they are providing the facilities effectively or not.
Facility department check whether the things are clean and maintained effectively before the24
arrival of the customers and for the same they communicate with the housekeeping so that things
are managed effectively.
Effective communication makes the business run smoothly and coordination helps in
achieving the business goals on time and with effectiveness. Communication between these two
departments also results in satisfaction of employees and improves their respective performance.
It is very important for Marriott to transfer right information at right time as lacking in it may
dissatisfied the visitors. For the same effective coordination is necessary among the departments
with effective communication tools.
Marriott is providing quality of accommodation services to its customers and for the
same they train their departments to have communication. The task of the housekeeping
members and facility department members are cleared effectively with proper communication
tools and this helps Marriott to give an effective accommodation facility to its respective
customers.
CONCLUSION
From the above study, the report concludes that managing the accommodation services
resulting in attracting large customer interest towards their services. The whole study is based
upon the Marriott hotels which undertakes various activities to enhances the interest of the
customer towards their services. In respect of examining the concept relating to accommodation,
this mainly examined the facilities which is provided in hotels in respect of offering foods,
shelter, water and also other benefits to all class of people. As grading also important and
through this aspects, they determine the integrity of the hotels in respect of offering services to
the customer. Now a days people are spending more of the time searching through internet , thus
in such perspective positive reviews which is share by the customer after attain the particular
24 Tang, C., Wu, X., Zheng, Q. and Lyu, N., 2018. Ecological security evaluations of the
tourism industry in Ecological Conservation Development Areas: A case study of Beijing's
ECDA. Journal of cleaner production. 197. pp.999-1010.
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).

product and services are important. It reflect the hotel working and also carrying certain task in
better way. In respect of appointing the skilled person in front office department which to
responsible to resolve issues which is raised by the customer if they find any conflict in availing
the hotel services. In this report, the role is also examined in respect of house keeping department
which is also important in hotel industry. The house keeping department carries the duties in
respect of cleaning the premises and also provide hygienic services to the customer. As customer
firstly gets impressed if they find the cleanness near to that rooms and also the pace where they
are having their meal. Thus, through this aspects, it results in satisfying the customer needs at
large level and also sustaining the hotel industry for longer way.

REFERENCES
Books and Journals
Akbar, Y. H. and Tracogna, A., 2018. The sharing economy and the future of the hotel industry:
Transaction cost theory and platform economics. International Journal of Hospitality
Management. 71. pp.91-101.
Bakker, M. and Twining-Ward, L., 2018. Tourism and the Sharing Economy: Policy and
Potential of Sustainable Peer-to-Peer Accommodation.
Bunja, D. and Vucetic, S., 2017. Implementation of ICT Innovation Trends in Croatian Hotel
Industry. Economic and Social Development: Book of Proceedings, pp.264-272.
Chathoth, P. K., 2016. Historical evolution of hotel chains. In The Routledge Handbook of Hotel
Chain Management. (pp. 53-66). Routledge.
Chen, D. W. and Tabari, S., 2017. A study of negative customer online reviews and managerial
responses on social media—case study of the Marriott Hotel Group in Beijing. Journal of
Marketing and Consumer Research. 41. pp.53-64.
Chibili, M., 2017. Modern Hotel Operations Management. Routledge.
Do Le, T., 2017. The reasons and solutions for the under-representation of women in the hotels’
senior management.
Đorđević, D. Ž. and Janković, M., 2015. Modern distribution and development of hotel industry
in the world. Ekonomika. 61(3). pp.99-110.
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).
Gheribi, E., 2018. Competition Strategies of Selected International Hotels Groups on the Polish
Market. J Tourism Hospit. 7(381). pp.2167-0269.
Gordon, R.T. and Brezinski, M.H., 2016. The complete restaurant management guide.
Routledge.
Guttentag, D., 2015. Airbnb: disruptive innovation and the rise of an informal tourism
accommodation sector. Current issues in Tourism. 18(12). pp.1192-1217.
Hay, B., 2019. The campus hotel: Commercial hospitality space on a UK public university and
some insights for Australian universities. In CAUTHE 2019: Sustainability of Tourism,
Hospitality & Events in a Disruptive Digital Age: Proceedings of the 29th Annual
Conference. (p. 36). Central Queensland University, Australia.
Peng, J., Zhao, X. and Mattila, A. S., 2015. Improving service management in budget
hotels. International journal of hospitality management. 49. pp.139-148.
Priyono, A. and Yulita, A., 2017. Integrating Kano Model and Quality Function Deployment for
designing service in hospital front office. Intangible Capital. 13(5). pp.923-945.
Rahat, M. and Kabir, S., 2018. Role of Night Audit on the Perspective of Hotel Bengal
Blueberry.
Salvioni, D., 2016. Hotel Chains and the Sharing Economy in Global Tourism. SYMPHONYA
Emerging Issues in Management. (1).
Stuchlý, V., Poprocký, R. and Kaczmarek, M., 2016. Reliability evaluation as a means of
increasing the efficiency of equipment maintenance. Advances in science and technology
research journal. 10(32).

Tang, C., Wu, X., Zheng, Q. and Lyu, N., 2018. Ecological security evaluations of the tourism
industry in Ecological Conservation Development Areas: A case study of Beijing's ECDA.
Journal of cleaner production. 197. pp.999-1010.
Wilson-Mah, R., 2015. . Accommodation. Introduction to Tourism and Hospitality in BC.
Wood, R. C. ed., 2017. Hotel Accommodation Management. Routledge.
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). pp.1995-
2013.
Online
THE ROLE OF ACCOMMODATION IN TOURISM DVELOPMENT. 2019. Online. Available
through:
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