Managing Accommodation Services

This presentation provides an overview of managing accommodation services in the hospitality industry. It covers different types of accommodation services, forms of ownership, grading and classification systems, the role of online review sites, functions of front office, and the key roles of the front office department of Premier Inn in achieving organizational objectives.

MANAGING
ACCOMMODATION
SERVICES
TASK A

TABLE OF CONTENTS
■ INTRODUCTION
■ Different types of accommodation services and differentiate between commercial & non – commercial
businesses
■ Different forms of ownership applicable to accommodation services
■ Grading and classification systems and their roles in attracting guests and customers
■ Role played by online review sites in attracting guests and customers
■ Functions of Front office in different three types of accommodation providers
■ Key roles of Front office department of Premier Inn in achieving organizational objectives
■ CONCLUSION
■ REFERENCES

INTRODUCTION
■ Hospitality refers to the relationship which is between host and guests. Hospitality industry is one
of the major industry in UK market where the 4% of the UK's GDP is generated by this industry.
■ It has a lot of sectors such as Travel Sector, Tourism Sector, Food and Beverage Sector, Event
Sector and Accommodation Sector etc. Accommodation sector is a broad sector of hospitality
industry.
■ It is considered to be as a basic needs for any tourists and travellers. They need to stay somewhere
and for them accommodation services are the best choice.

Different types of accommodation services and differentiate
between commercial & non – commercial businesses
■ Different types of Accommodation Services
■ There are various types of Accommodation services which are as follows -
■ Hotels
■ Hotel refers to the established building where hundreds of rooms are available at different
floors. They are most expensive type of accommodation services. They provide a lot of
amenities such as swimming pool, gym, spa, restaurant & bar facilities, conference rooms &
public spaces, game room, wi-fi and jacuzzi etc.

CONTI…..
■ Differentiate between commercial and non-commercial businesses
Basis Commercial Business Non-Commercial Business
Meaning Commercial business refers to the general business
activities which is done for the purpose by an entity.
Non commercial business refers to the activities which
is not related to the business and its related activities.
Example Example of Commercial business are hotels, motels and
Luxury Lodges etc.
Example of non commercial business is hermitage.
Objectives Their main objective is to earn profitability and gain
competitive advantages.
Their main objectives is to involve in social welfare
and provide the best social services to the required
people.
Funding This business have many sources of funding such as
profit, reserves and surplus, shares and investments etc.
This type of business have limited sources for funding
such as government, charity, donation or paid amount
by big companies etc.

Different forms of ownership applicable to accommodation
services
■ There are various forms of ownership which is applied to accommodation
services. These forms of ownership are as follows -
■ Franchise Model
■ It is the most conman form of ownership model. In this model, hotel owner has
to pay a fixed amount as a rent to the another hotel's owner for using their brand name in
order to run business.
■ Privately owned Model
■ In this model of ownership, one person or a company owns a hotel. The owner
has the freedom to make decisions regarding staffs, structure, management & operations
and profitability. In this form of ownership, investors can invest their money in these
types of accommodation services.

CONTI…..
Leased Contract Model
■ In this type of ownership, the hotel is running as a privately owned but the building and
equipment belongs to someone else. Here there is the contract between hotel owner and
building owner for long term leasing.
Management Contracts Model
■ In this type of ownership, if privately owned business wants to invest in hospitality
industry but don't have expertise and experience. In this case, they hire 3rd party as a
management team for their hotel management and operations and give them royalties
from the revenue.

Grading and classification systems and their
roles in attracting guests and customers
Grading and Classification Systems
■ Grading and classification system is also known as Hotel rating systems. It is done for
the purpose of classified the hotels according to the accommodation service quality.
■ The grades (stars) are given to the hotel according to their food service quality, room
service quality and additional facilities qualities which is given to their customers.
■ There are various types of grading systems which is being used by various countries.

CONTI…..
UK Grading and Classification System
■ In UK, Stars grading systems were using for the classification
of hotels.
■ But from year 2008, the grading system was pulled out.
■ So today, there is no grading system for the classification of
hotels in UK.

CONTI…..
Australia Grading and Classification System
■ In Australia, Stars grading system are use for the classification of hotels according to the
quality and conditions of accommodation facilities provided by the hotels.
■ Following table will show the star rating and their meaning for the quality of services -

CONTI…..
Roles of Grading and Classification Systems
■ The grading and classification systems helps guests to choose accommodation facilities
according to their suitability.
■ It also helps in to getting knowledge about the services quality provided by the organisation
which is most important for the hotels.
■ It also helps customers to know that the hotel, they are gone stay, is approved by third
parties.

Role played by online review sites in attracting guests
and customers
■ There are various online review sites such as Trivago, Trip Advisor, Make My Trip,
Google Maps and Yelp etc. These sites plays an important role in word of mouth
marketing.
■ Before planning for any kinds of trips, we look upon the budgets and accordingly
decided that where to stay. These sites helps customers to easily decide about hotels..

Functions of Front office in different three types
of accommodation providers
Functions of Front office in Hotels are as follows -
■ Hotel is large in the size which lead company to create a department which is known as
Front Office department.
■ In this department, there are a lot of small sub-departments which deals with such
functions which are as follows – Reservation of rooms or tables, Reception for the
purpose of greeting and providing booking services, Telephone operation in which they
deal with the incoming and outgoing calls etc.

Key roles of Front office department of Premier
Inn in achieving organisational objectives
■ Front office acts as the public face for the Premier Inn. They have the responsibilities to
make good impression of organisation on the customers.
■ Without customers, this organisation won't work. Thus, they have to work upon
customer centric activities.
■ Front office department of Premier Inn Hotels is the one to whom customers contact
first.

CONCLUSION
■ From the above study, it has been summarised that Accommodation services plays an important role
in hospitality industry.
■ There are various tourists and travellers who are using and spending their money on accommodation
services for the purpose of staying and safety of their luggage.
■ It is highly profitable sector of the whole industry if they are able to keep their customers satisfied.
■ Front office is one of the major department of any hospitality units in which they directly deals with
the customers.

REFERENCES
■ Altin, M., and et.al., 2018. Performance measurement and management research in the hospitality and tourism
industry. International Journal of Contemporary Hospitality Management. 30(2). pp.1172-1189.
■ 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.
■ Killaspy, H., 2016. Supported accommodation for people with mental health problems. World Psychiatry. 15(1). p.74.
■ Killaspy, H., and et.al., 2016. Quality of life, autonomy, satisfaction, and costs associated with mental health supported
accommodation services in England: a national survey. The Lancet Psychiatry. 3(12). pp.1129-1137.
■ Li, C., Cui, G. and Peng, L., 2017. The signaling effect of management response in engaging customers: A study of the
hotel industry. Tourism Management. 62. pp.42-53.
■ Pereira-Moliner, J., and et.al., 2016. Organizational design, quality management and competitive advantage in
hotels. International Journal of Contemporary Hospitality Management. 28(4). pp.762-784.
■ Rahimi, R. and Kozak, M., 2017. Impact of customer relationship management on customer satisfaction: The case of a
budget hotel chain. Journal of Travel & Tourism Marketing. 34(1). pp.40-51.

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