Managing Accommodation Services (Part 1)

This presentation discusses the scale and size of accommodation services, different forms of ownership, and the role of the Front Office department. It also explores the role of grading, classification systems, and online review sites in the hospitality industry.

Managing Accommodation
Services
(Part 1)

Cover Content
 INTRODUCTION
 TASK 1
 Scale and size
 Different forms of ownership
 Role of grading, classifications systems and online review sites
 TASK 2
 Front office functions
 Key roles within the front office department
 CONCLUSION
 REFERENCES

Introduction
Hospitality firms are responsible for managing the
accommodation of the visitors who came to their hotel for
getting the services such as food, staying, transportation etc.
This presentation will discuss the scale and size of the
accommodation services along with the different forms of
ownership available to accommodation services. This report
will further discuss the role of the Front Office department.

There are different scales of hotels present in United
Kingdom which are discussed below:
Scale and size
Hotels
In UK(2019)
One Star 7981
Two Star 8382
Three Star 10878
Four Star 9369
Five Star 8390

Interpretation: From the above graph, it can be said that the
number of one-star hotel in UK is 7981, two stars hotel is
8382, Three star hotel is 10878, four star hotel is 9369 and
five star hotel in UK is 8390.
Continue
One Star Two Star Three Star Four Star Five Star
0
2000
4000
6000
8000
10000
12000
In UK(2019)
7981 8382
10878
9369 8390

One, two, three, four- and five-star hotels in the London.
Continue
Hotels
Number in London
(2002)
One Star 8097
Two Star 8198
Three Star 816
Four Star 8204
Five Star 333

Interpretation: It can be said from the above graphical data
that the number of 1, 2, 3, 4, 5 star hotel in London are
8097, 8198, 816, 8204 and 333 respectively.
Continue
One Star Two Star Three Star Four Star Five Star
0
1000
2000
3000
4000
5000
6000
7000
8000
9000
8097 8198
816
8204
333

Number of hotels and number of B&Bs in the UK
Continue
Particular
Total
number
Hotels in UK 45000
B&Bs (Bed and
breakfast)
25000

Interpretation: From the above shown graphical data, it can
be said that the number of hotel in UK is 45000 whereas the
bed and breakfast provided in these hotels is 25000.
Continue
Hotels in UK B&Bs (Bed and breakfast)
0
5000
10000
15000
20000
25000
30000
35000
40000
45000
Total number
45000
25000

Number of hotels in the UK with respect to other countries
Continue
Places Number
of hotels
(2011)
UK 45000
Malaysia 7351
USA 7117
Russia 5000
Thailand 4219

Interpretation: based on the data mentioned in the above
graph, it can be said that the number of hotel in UK are
45000 hotels, whereas the hotel in Malaysia is 7351, In
USA is 7117, In Russia is 5000 and in Thailand is 4219 in
the year 2011.
Continue
UK Malaysia USA Russia Thailand
0
5000
10000
15000
20000
25000
30000
35000
40000
45000
Number of hotels
(2011)
45000
7351 7117 5000 4219

Below discussed is the different form of ownership which
are available to accommodation service as follows:
Sole Trader: It is also called as sole proprietorship in which
a single person is responsible for running and owning the
entire business. These are self employed and responsible for
all the loss and profit of the firm.
Different forms of ownership

Partnership: It is a formal arrangement in which two or
more parties comes together for achieving their shared
goals and objectives.
 Advantage is that the starting cost of such business is low
and due to two or more parties, the business can be
managed easily.
 Disadvantages is that, In this one partner is liable for the
actions of other partners.
Continue

Limited Company: In this type of companies, the
entrepreneur or other stakeholders can keep their own
assets and finance separate from the business.
 Advantage of these firms are that they give the tax based
on the profit and these are also not subjected to high tax
rates.
 Disadvantages is that the rules and law of the government
are complex and restrictive in cases of these companies.
Continue

Purchasing Options: The purchasing options along with
their advantages are discussed below:
Continue
Purchase method Advantages Disadvantages
Family Loan In this the interest rates
are lower then the loan
provided by the bank.
The relation can be
damaged in the family
when such loans are
not paid on time.

Continue
Purchase method Advantages Disadvantages
Bank Loan The bank loans has low
interest rate and the payment
can be given in monthly
instalments which will helps
the business in building
business credits.
This process is
very lengthy due to
which it consumers
more time and
also requires big
amount of credit.
Franchise Such type of business has
high success rate as
compared to start-up
businesses.
The performance
of other franchisee
of same brand can
influence the
reputation and
performance of
franchise.

The expectation of the consumers from hotel varies with the
number of consumers. The consumers has their own needs
and demands while booking accommodation which needs to
be fulfil by the management of the hotel (Chiu and et. al.,
2013). Online reviews are helpful for the consumers in order
to select a good hotel to stay. Below provided is the list of
five key benchmarks which are helpful for guests in grading,
classification and online review of hotel.
Role of grading, classifications systems and online review
sites

Continue..
Basis Description Examples
Essential The essential things
while booking a room is
cleanliness in the hotel
room, friendly nature of
the staff, large and
comfortable bed through
which the guest can stay
comfortably. These
essentials things must be
provided by
Intercontinental hotel.
Clean and decorated
room, comfortable and
big bed, healthy food in
restaurant, friendly staff
while serving services
etc.

Continue..
Basis Description Examples
Basic The basic needs
of guest while
visiting
Intercontinental
hotel is
complimentary
services, healthy
food, low rent,
proper light and
water facility etc.
which must be
met by the hotel.
Meal
preferences,
snacks, lighting
and water
facilities, Lift,
etc.

Continue
Nice-to-have The staff of
Intercontinental
hotel smiles
when a new
guest arrive in
the hotel which
ensures good
image of hotel
along with the
customer
satisfaction. Also
it shows the care
of hotel towards
the guests.
Wi-Fi, smile from
staff, excellent
room service, etc.

Continue
Luxury The
Intercontinental
hotel are
providing safety
and security
services to their
customers for
ensuring their
safety and
welfare while
visiting the hotel.
Also the hotel is
providing
luxurious rooms
and food to
special
customers.
CCTV cameras
for Safety and
security, Spa,
Cinema, cars etc.

Continue
Hyper-luxury The best hyper
luxury hotels like
Intercontinental
hotel knows how
to make guests
happy when they
are tired. For
that, the
management of
hotel has
arranged spa and
golf course for
the people who
are tired due to
the travelling
Golf course,
Kitchen and Spa
in room, private
check-in, etc.

Front office functions
Front area of an office is called as reception. This place is
the first place which is noticed by the guests while arriving
at the hotel (Brunner-Sperdin and et. al., 2012). In some of
the big hotels, the reception is divided in parts for serving
the customer in a proper manner.
TASK 2

Reception: This part is used for the Check ins or check out
of the guests from hotel. The employees at this place
provides the basic details of room to customers along with
handing keys and putting names of customer in register. The
equipments used in this part are fax, telephone, computers,
printers etc. which are required for check in and check out.
Continue

Concierge: It is the person who is responsible for
welcoming or receiving the guests. This responsibility is
mainly carried out by guards at late night shifts. Equipment
which are used in this is luggage trolley for luggage of
guests and wireless phone for connecting with authorities.
Continue

The front department of office is necessary for smoothly
running the activities and operations of Intercontinental
hotel (Buhalis and Amaranggana, 2015). The role of this
department is to resolve the queries of customers,
administration, staffing etc. Training is necessary for the
reception and reservation staff for providing effective
services to the customers. The Intercontinental hotel has
decided to reduce their cost by eliminating one person from
the firm.
Key roles within the front office department

The hotel has provided different services to the different
employees which are discussed below:
Front Office Manager: This person is the in-charge for
the Front Office Department of Intercontinental hotel whose
responsibility is to assign the resources to department for
accomplishing the organisational goals (Jamieson and
Jamieson, 2014). This person supervises the staff of Front
Office for ensuring the smoothly running of operations.
Continue..

Concierge: This person is responsible for assisting the
guests in booking, reservations etc. This person can also be
security guard who is on late night shift.
The management of Intercontinental hotel can remove
the Concierge as the services handled by the concierge can
also be handled by reservation manager. Through this, the
hotel can save their cost. Also the management needs to
modify their structure due to the change in number of
employees (Rose, 2014).
Continue..

It has been concluded from the above presentation that
accommodation is an necessary factor of hospitality sector
for providing effective services to the customers. Through
the different type of ownerships and their advantages and
disadvantages, management can determine the suitable
ownership to adopt. Also the customer's expectations varies
with the number which must be fulfilled by the hotel.
CONCLUSION

References
Books and Journals
 Odunlade, R. O., 2012. Managing employee
compensation and benefits for job satisfaction in
libraries and information centres in Nigeria.
 Rose, J., 2014. Working with young people in secure
accommodation: from chaos to culture. Routledge.
 Wirtz, J. and Lovelock, C., 2016. Services Marketing:
People, Technology. World Scientific Publishing
Company.

THANK YOU