Managing Accommodation Services

This presentation provides an overview of managing accommodation services in the hospitality industry. It covers topics such as the scale and size of accommodation, forms of ownership, roles of grading and classification, online review sites, front office function, and key roles of front office. The presentation focuses on The Ritz hotel in London as a case study.

Managing Accommodation Services

Table of content
 Introduction
 Scale and size of accommodation
 Forms of ownership
 Roles of grading and classification
 Online review site
 Front office function
 Key roles of front office
 References

Introduction
Accommodation services is going rapidly
and constantly trying to provide better
service to consumer. There are different
product and service such as breakfast, bed,
lodging as well as catering facilities. The
current report is done on The Ritz hotel
London which is an 5 star hotel which is
located in Piccadilly in London

Contribution of accommodation sector to the industry
as a whole
 Accommodation services is one of the largest growing sector in the industry which tend to
provide better services to expand business.
 Size and scale of hospitality industry are defined on the basis of star rating which describe
about the quality of service or luxury provided by hotel.
 In 2018, turnover of approximately £40b, 730,258 hotel rooms, revenues of hotel
businesses totalled around £19 billion and contributed £218b to UK economy

Different types of accommodation service
Hospitality sector is expanding rapidly expanding the business and improving the
customer satisfaction by changing in there service.
 Budget hotel: These are the are affordable hotel which provide limited service such as
meal, Wi-Fi and TV.
 Mid range hotel: These hotels are the perfect combination of value for money hotel as they offer
bigger rooms than budget hotel with more services and features.
 Luxury hotel: They are 5 star hotels which allow easy and intelligent planning for booking
option

Different Forms of ownership
Independently owned properties: These are the hotel which are owned and run by the
private party or by a single owner. Hence, the single person have all the authority to take
decision regarding the hotel.
Franchises: This is the most common use method in hospitality sector because it provide
right to use the brand along with the business model for the particular company to expand
business.
Referral groups: A referral group is consider as the independent hotel which is bound to
provide a similar. In other words, it refers to the type of chain which operates single owner
but maintain the affiliation in the hotel chain.

Different Forms of ownership

Grading and classification
 One star hotel: This offer practical accommodation which comes with limited range of
facilities and services such as food and beverages. Such hotel have informal staff and
services are to be minimum.
 Two star: These are small medium size hotel which consist of better equipped bedroom ,
private bathroom and Wi-Fi connectivity. There are often elements of personal service and
staff are professionally dressed.
 Three star: Such kind of hotel manager high standard of service and facilities which have
large bedrooms which comes and Gym and spa facilities.
 Four Star: Such kind of hotel provide better services than three star like Wi-Fi and yoga
class.
 Five star: These hotel have spacious, luxurious establishment which offer international
quality service to consumer.

Online review site
 The internet and change in the business environment have impact the business of
hospitality sector.
 Now a days there are various kind of online review sites such as TripAdvisor and,
online travel agencies such as Expedia provide reviews regarding their services of
hotel.

Online review sites

Front office function
Reception: They are consider as face of business because they are individual with whom guest
interacts at first place.
Night Audit: The hotel runs 24/7 and have all day and night check in and check out facilities.
The main purpose of night audit is to check the working procedures of hotel and make sure that
employees are working as per the needs and requirement of the hotels.
Guest services: They are service agent for the hotel and have responsibility to enter hotel check
in. For hotel like Ritz the guest service include luggage handling, replying on emails and and
collects bills and payment for guest. Beside this, they responsibility to maintain hotel amenities
as to provide better service to customer.

Key roles of front office
Head Concierge: The chief concierge supervise both guest and staff to make sure that
customer are availing high end services to guest (Heinecken, 2020). Furthermore the
responsibility of head concierge is serve the needs of customer and accommodate facilities
by providing all kinds of information as well as special service to improve the experience of
guest during there stay.
Reception manager: In hotel industry the reception manager have vast responsibility such
as directing and supervising the activities of employees as to meet the expectation of
customer. For Ritz hotel the receptionist manager must make sure that employees are
providing better services which help hotel to increase image effectively.

Contd..
Guest service manager: The role of guest service manager is to handle all the
activities which are related to customer. This covers the complaints along with guest
request should be handle effectively as to make comfortable stay for guest. Ritz hotel
guest manager have to take care of ambience and to have proper availability of vale
parking and Gym operations.
Night audit manager: As per the name suggest they have responsibility to make sure
the activities which take place in night should be done effectively.

Front office structure

References
Bohórquez and et., al., 2020. Administrative management and quality of service: A
diagnosis in the MiPymes of the hotel sector of the Salinas canton. In
Advances in Tourism, Technology and Smart Systems (pp. 223-230). Springer,
Singapore.
Casais, B., Fernandes, J. and Sarmento, M., 2020. Tourism innovation through
relationship marketing and value co-creation: A study on peer-to-peer online
platforms for sharing accommodation. Journal of Hospitality and Tourism
Management, 42, pp.51-57.

Thank you