Managing Accommodation Services - Ritz hotel

Managing accommodation
services

Table of Contents
INTRODUCTION...........................................................................................................................1
Task-1 .............................................................................................................................................1
P-1. Identify scale and size of accommodation present within hospitality industry..............1
P-2. Different ownerships present in accommodation services..............................................2
P-3. Provide role of grading, online review sites and classification systems tourists or guest
look before booking any hotel................................................................................................3
M-1. Analyse different ownerships on basis of grade, classification and sites with review over
guests decision making...........................................................................................................3
TASK-2............................................................................................................................................4
P-4. Organisation of front office facilities in accommodation...............................................4
P-5. Key points which are followed at front desk of a Ritz hotel London.............................4
M-2. Define workings of front desk in over all operations of hotel.......................................5
TASK-3............................................................................................................................................5
P-6. Role of house keeping in Ritz hotel London..................................................................5
P-7. Predict appropriate number of linen stock in accommodation.......................................5
P-8. Relationship between housekeeping at Ritz hotel, London and its other department....6
M-3. Evaluate relation between housekeeping and other sections.........................................6
TASK-4............................................................................................................................................7
P-9. Maintaining proper scheduling for maintenance in hotel...............................................7
P-10. Discuss security measures taken at Ritz hotel..............................................................7
M-4. Role of maintenance in accommodation & guests satisfaction. ...................................7
CONCLUSION................................................................................................................................7
REFERENCES ...............................................................................................................................8

INTRODUCTION
Ladies and gentleman supreme manager at Ritz hotel we welcome you at annual
conference, Rome. For us accommodation is most crucial & important part for travellers of
domestic region or international. Any countries government includes making best place to stay,
at tourists spots to generate good income from it. Hospitality is the biggest zone at present as
people like to travel every there are time which gives them opportunity towards getting better.
The whole experience of a guest is totally depended on their hotel since, it takes most money
from their visiting budget. The hotel should acquire professional employees who are properly
trained and have experience in working in such places. Their are several levels and review
system for them which will take care of several aspects such as hygiene, safety, environment and
maintenance of hotel. The following report will provide a proper gist of workings in Ritz hotel
based in London. Its a five star hotel with all luxuries and facilities provided within and with all
appropriate guidelines followed, all such things are mentioned below with briefly explanation
(Penn, Watermeyer and Nattrass, 2017).
Welcome ladies & gentlemen and all dear guests, thank you to join us tonight at this
hoteliers annual conference in Rome, this gathering means a lot to us.
Task-1
This industry is a huge sector in which development is must, I have seen several hotels
and accommodation places, according to my best opinion the following will portray a positive
response towards facilities and requirement of guests. It can bifurcate on several levels which is
mentioned below briefly.
P-1. Identify scale and size of accommodation present within hospitality industry.
This industry is the third largest sector in world which consists of several types of hotels.
The most prominent ones are given ratings by people who stay at hotel and according to
accommodation services provided they are ranked in star ratings. This rating is according to
services they provide and facilities rendered to guests.
 One star: This rating is generally given to places which only provide the facility for
sleeping, here a room and a bed is provided to sleep. This does not mean that this place is
cheap or dirty or hazardous in nature to stay. It just does not provide any other facility to
guests (Agutter and Kevin 2018).
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 Two star: Places with this ratings are more comfortable to accommodate and is more
reasonable in prices. This is properly acceptable by people as it provides a nominal
amount and better place to live. In some hotels there is television and phone services
available as well.
 Three star: A place with such ratings is more prominent in providing several other
facilities such as dining services, room services and twenty four hour service in hotel.
These places are a little higher in prices as compared to one and two star.
 Four star: places with this rating which provides extraordinary facilities and better
comfortable living environment. Here one can find all cuisine menu's, spas, gyms,
breakfast in bed and several other things (Accardo, Kuder, and Woodruff, 2019).Such
places are considered best to accommodate as its good for vacations and people often
stay here for relaxations.
 Five star: such places are qualified for best experience and prices which are way more
higher than expected. This place has each and everything a person can require from food,
clothes, bars, grocery shops etc. such places are considered luxurious in nature. It can be
afforded by high class people and give the best experience to each guest. For an example
Ritz hotel London is rated as 5 star hotel & best facilities.
P-2. Different ownerships present in accommodation services.
Their are various kings and types of places, I have discovered several places and most
basic common ownership over a business in this sector is of four types.
 Franchises: In this type one pays an amount to either the regional or national chain for
using their brand logo and name and run a hotel. Here, the management rules and
provisions are also same of original hotel. The best benefit of such accommodation is that
people who have faith and trust in brand will accompany this place rather than any other.
 Managed hotel: in this case people who have investment money and accommodation
place but do not have any idea how to set-up, they acquire help by hiring a team of
professional to do job. In certain cases an already established hotel also seek help from
outside. In case of a very large brand chain they charge Royalty according to total
revenue generation of such places (Puig and et. al., 2017).
 Leased: Such places are generally owner by another person but the hotel is of some other
person. Only the infrastructure is the investment of owner. Such types are normally
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acquired on a long term base and lease is made between both parties. This only includes a
nominal pay which is given every year plus at time of renewing this lease.
 Privately owned and operated: Here, single person is owner and manager of this place.
In some cases their might be a few more investors which partially make them the owner
but they do not interfere in the rulings and management methods applied in hotel. The
most principles and guidelines are created with help of all investors and can always
comment or recommend changes from policies to infrastructure.
P-3. Provide role of grading, online review sites and classification systems tourists or guest look
before booking any hotel.
The basic role of grading any hotel or accommodation system is to maintain a rating and
qualify its level based on facilities provided by them. In my perspective its very essential to
check every aspect before booking place for vacation or business trips. Such recommendations,
ratings and reviews done by several people gives a guide to future visitors. Reading reviews from
a person who is already experienced and has better understanding of hotel's condition (Tontini
and et. al., 2017). The online booking sites gives a direct contact to any person to check reviews
and facilities provided by hotel. People who recommend visiting the place give a gist of all
services and things given by the place. Proper Standardisation of any place goes with several
accommodation and extra facilities provided by place. Ratings given by an guests helps to get
guide towards fa cities required by the upcoming guests. In many cases guests have been conned
through showing different images of room and accommodation and when person visits they have
no choice but to settle for the same hotel. The sole purpose of this is to guide and provide a
different experience to people of looking at any hotel or accommodation place it changes the
perspective and thinking of a person.
M-1. Analyse different ownerships on basis of grade, classification and sites with review over
guests decision making.
Their are several different grades and classes on which hotel are reviewed. Some are
based on their facilities provided in which the start rating concept is provided. Their are
informally several types of hotels such as hotels, motels, hostels, bread and breakfast and many.
These classifications have always been to provide according to visitors and has targetted their
zone of customers. When a person stays at a pace they generally put up an review for better
experience or to provide poor feedback to hotels. Such are present on several sites which are
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reviewed by many people before making any bookings. These guide in choosing correct
accommodation with full filling facilities (Tussyadiah and Zach, 2017).
TASK-2
P-4. Organisation of front office facilities in accommodation.
The front desk at any accommodation place is first thing I look at when walking in to
hotel and it should be perfect to have a good impression over visitor. This section can be
bifurcated in several such as reception, cash counter, bell desks etc. all have a different work to
do. The managers present at the front desk assign and guide visitors about their facilities, timings
and services(Cvelbar, Grün and Dolnicar, 2017). In case of any trouble or difficulty, manager is
their to solve issues regarding either facilities, food or issues with fellow guest. Some of basic
duties and work performed at front desk are as mentioned below:
 Registering guests with excellent greetings and providing them room according to their
preference.
 In case of any issues the front desk answers all calls at any time of day.
 In case of pre bookings confirmation information is also provided by front desk.
 Financial charts of payments and receipts are maintained.
 Wake up calls for breakfast and gym should be made.
P-5. Key points which are followed at front desk of a Ritz hotel London.
Their are several things which are to made perfect next to guests since its first impression
of visitor about hotel (Bows and Westmarland, 2018). The desk manager is in direct
communication with all visitors, he has to manage all such tasks,responsibilities & divide them
properly to avoid confusion or misunderstanding. following provide guidelines which are
generally followed by all hotels:
 Its generally an night or day auditor at front desk.
 Give information about all things given by hotel and making best management of their
time.
 Taking care of specific things which are mentioned by visitors.
 In case of kids or elderly on visit extra care shall be taken for them.
 Guide and recommend solutions to staff in case of issues with any visitor.
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M-2. Define workings of front desk in over all operations of hotel.
The front desk is directly or indirectly connected to all departments from HR, food & bar,
rooms, laundry etc. It operates and provide details by which every department becomes pre
paired. Here, information about number of guests, special pre bookings and extra requirements
all such are jobs of front desk (Bigby and Beadle‐Brown, 2018).
TASK-3
P-6. Role of house keeping in Ritz hotel London.
Their are certain golden principles which are followed by professionals at every hotel.
Each member which belongs to house keeping department should follow certain guidelines.
These are very important for every person to follow and maintain class and standards of hotel.
Ritz hotel in London has a very professional staff and the following rules are practised by all its
members:
 maintaining vibrant and comfortable environment so that each guest feels relaxed and
comfortable.
 Maintain priority towards wash room and food sanitation. Cleanliness should be up to the
mark.
 Present several welcoming gestures for guest to feel like home.
 Provision related to utmost security and safety of both guest and their luggage shall be
maintained.
 All house keeping members should be in proper dress code and in correct manner.
 Achieve best levels of efficiency and quality in work.
Its one of the most important departments in Ritz hotel and managers are supposed to keep eye
for any negligence in environment.
P-7. Predict appropriate number of linen stock in accommodation.
In each accommodation place keeping correct idea of linen stock in hotel. Its very
necessary for managers to predict and keep a particular number of linen per room and as per
number of guests as well. This department comes under sanitation and hospitality to keep a well
maintained environment in hotel. In simple terms Linen par stock says to be prepared in every
situation and hotel staff should keep it according to term used in hospitality known as “one par
linen”. This means to always keep a sufficient stock of linen in hotels, following listing will
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show several types of towels to be kept. These are followed by every day cycle of each room
acquired by some guest.
 One change in every period cycle.
 One in laundry of hotel.
 1 pair in linen stock room of each floor.
 Extra pair in main stocks of hotels.
 Last one is on basis and need of hotel this will be an extra pair to be used in emergency.
P-8. Relationship between housekeeping at Ritz hotel, London and its other department.
House keeping should have connection with every department to be well coordinated and
avoid any sort of confusions or misunderstandings within Ritz Hotel:
 House keepings coordination with front office: these two department should always be
coordinated with each other since the front desk books room only after room is up to date
and maintained(Celata, Hendrickson and Sanna, 2017).These departments should be
properly maintained and updated for proper presentation in rooms.
 House keepings coordination with bar and dinning hall: when a booking gets
confirmed a guest will visit dinning halls and bars. These places should be up to date and
clean tables and counters will present hotel in positive way.
 House keepings coordination with human resource: in case of disputes in hotel the
human resource department is informed and dispute is settled.
 House keepings coordination with kitchen: Front desk informs kitchen should be
informed about number of guests to be prepared about amount of pantry to purchase.
M-3. Evaluate relation between housekeeping and other sections.
Its very important for house keeping to be directly or indirectly coordinate between all
departments of hotels. The main desk will coordinate to keep room ready after inundation,
laundry should be ready when guest needs it which will be delivered by house keeping like this
department like kitchen and bar, gym, spa all these should be connected to them because they
play a crucial role in all these sections as well (Shimojo and et. al., 2017).
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TASK-4
P-9. Maintaining proper scheduling for maintenance in hotel.
Their are basic 4 rules or guidelines which should be followed before providing any maintenance
in hotel. This should not become issue for any guests. Some of them are as following:
 Right person is assigned for work: A correct professional should do the work so it is
finished with quality and efficiency.
 Area to be repaired should be informed to staff: Area which is repaired should be closed
to avoid accident so staff is informed about it.
 Reduction in cost: it should be done within allotted budget or less.
P-10. Discuss security measures taken at Ritz hotel.
Security measures are very essential in any business organisation structure especially in
hotels there are some basic principles through which management at hotel should maintain these:
 using intelligent system to access al facilities and room.
 Each floors should have surveillance to protect guests an members.
 Use a very strong security to avoid hacking or phishing.
 Train employees for such conditions in which they can protect them selves and guests.
M-4. Role of maintenance in accommodation & guests satisfaction.
If hotel is under construction then it should be pre informed to all guests to not enter a
certain area so that guests will not get disturbed during this period. The proper workings of such
should not affect workings of hotel (Kuzmin and et. al., 2018). The maintenance workers should
complete work properly on time to finish work in schedule and not interrupt any one.
CONCLUSION
This report is an persuasive speech of understanding accommodation services in brief
context(Ho, 2017). It consists of size and scope of hotels especially of Ritz hotel located in
London. All basic necessities which are required by accommodation providers and their levels
are also explained. The necessary coordination of each department with each other most
important front desk and housekeeping of hotel. The important role each department plays and
various other sections which are important for correct formation of hotel.
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REFERENCES
Books and journals
Accardo, A. L., Kuder, S. J. and Woodruff, J., 2019. Accommodations and support services
preferred by college students with autism spectrum disorder. Autism. 23(3). pp.574-583.
Agutter, K. and Kevin, C., 2018. Lost in translation: managing medicalised motherhood in post-
World War Two Australian migrant accommodation centres. Women's History
Review. 27(7). pp.1065-1084.
Bigby, C. and Beadle‐Brown, J., 2018. Improving quality of life outcomes in supported
accommodation for people with intellectual disability: What makes a
difference?. Journal of Applied Research in Intellectual Disabilities. 31(2). pp.e182-
e200.
Bows, H. and Westmarland, N., 2018. Older sex offenders–managing risk in the community
from a policing perspective. Policing and Society. 28(1). pp.62-74.
Celata, F., Hendrickson, C. Y. and Sanna, V. S., 2017. The sharing economy as community
marketplace? Trust, reciprocity and belonging in peer-to-peer accommodation
platforms. Cambridge Journal of Regions, Economy and Society. 10(2). pp.349-363.
Cvelbar, L. K., Grün, B. and Dolnicar, S., 2017. Which hotel guest segments reuse towels?
Selling sustainable tourism services through target marketing. Journal of Sustainable
Tourism. 25(7). pp.921-934.
Ho, V., 2017. Giving offense and making amends: How hotel management attempts to manage
rapport with dissatisfied customers. Journal of Pragmatics. 109. pp.1-11.
Kuzmin, O and et. al., 2018. Development of elements of the quality management system of the
reception and accommodation service in the hotel.
Penn, C., Watermeyer, J. and Nattrass, R., 2017. Managing language mismatches in emergency
calls. Journal of health psychology. 22(14). pp.1769-1779.
Puig, R and et. al., 2017. Inventory analysis and carbon footprint of coastland-hotel services: A
Spanish case study. Science of the total environment. 595. pp.244-254.
Shimojo, T and et. al., 2017, May. Cost-efficient method for managing network slices in a multi-
service 5G core network. In 2017 IFIP/IEEE Symposium on Integrated Network and
Service Management (IM) (pp. 1121-1126). IEEE.
Tontini, G and et. al., 2017. Exploring the nonlinear impact of critical incidents on customers’
general evaluation of hospitality services. International Journal of Hospitality
Management. 66. pp.106-116.
Tussyadiah, I. P. and Zach, F., 2017. Identifying salient attributes of peer-to-peer
accommodation experience. Journal of Travel & Tourism Marketing. 34(5). pp.636-
652.
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