Hotel Operations Management

This assignment explores the key aspects of hotel management, examining how departments like the front office, housekeeping, security, and maintenance contribute to operational efficiency. The analysis delves into their roles in delivering a positive guest experience and maintaining a well-run establishment. It emphasizes best practices and strategies for optimizing each department's performance.

MANAGING
ACCOMODATION
SERVICES
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Table of Contents
INTRODUCTION...........................................................................................................................3
TASK 1............................................................................................................................................3
The Scale and scope of the accommodation services..................................................................3
The different forms of ownership and, its advantage or disadvantages......................................4
Grading and classification system and evaluate roles.................................................................5
Functions of front office department and types of services.........................................................6
Roles of front office department..................................................................................................6
Critically evaluate the roles of the front office departments with recommendations..................7
TASK 2............................................................................................................................................7
Structure diagram of key roles of housekeeping departments.....................................................7
The importance of forecasting lines stocks.................................................................................8
Relationship between housekeeping and other departments.......................................................9
Important of schedule maintenance and repair work to minimise.............................................10
The importance of security within specific hospitality organisation.........................................10
CONCLUSION..............................................................................................................................11
REFERENCES..............................................................................................................................12
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INTRODUCTION
Accommodation services are the best and effective services which are management is see
outfits to the proper supervision of day to day events within the organisation. By that
management are ensure for the managing and sets the standards (Abhishek, Zhao and Medhi,
2016). Services are important to manage accommodation services are needed for both in the
private and public sector. Present study is based on the “Hilton hotel” which is global brand. It is
provide the best and effective services to their customers by that they are attract towards the
brand and their loyalty. Presentation lays emphasis on the types of accommodation services is
available for hospitality industry. The different form of ownership applicable for the services and
its advantage or disadvantage of the services. Study will show the grading and classification
system of different level of business with function of front office department. The different roles
are found in this department and lighting job little and critically evaluation of the front office
department is achieving positive review and enhanced guest satisfaction. It will also shows the
structure and its key roles are found within the housekeeping departments. The importance of the
forecasting lines stock and interrelationship between housekeeping and other departments. It is
also highlighted by importance of schedule maintenances and repair work and also discussion on
importance of the security within the organisation.
TASK 1
The Scale and scope of the accommodation services
Accommodation services sector is an absolutely effective best sector in the hospitality
sector. The Hilton hotel is providing best and effectives services to their customers by their
skilled and educated staff members. That are includes breakfast and bed enterprise and hotel to
other facilities are offer the lodging services. Customers want best and effective accommodation
services. That is important for managing customer trust and attract towards the hotel. There are
having the various and lots of scope at accommodation services sector.
The minimum scope of services in accommodation services refers the quality, scope and
quantity of offered services are effective and valuable by this customers are attract towards it. At
the time of welcome to guests at the hotel then have take care of this and it is the scopes and size.
The size of the hospitality industry is the estimation of the accommodation services is
worldwide. That is understood by this sector contribute in the total business of world. That aim is
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to provide high satisfaction to the customers. It consists the high and various levels of
restaurants, bars, clubs, pubs, travel services, event management and so on.
Those are the best and valuable services and scope of accommodation services at the hotels.
Hilton hotel manage give this information which are related to the accommodation services to
the new trainee members. By this trainee members are get proper knowledge of scope and about
the accommodation services.
The different forms of ownership and, its advantage or disadvantages
There are different types of the ownership of accommodation services at Hilton hotel.
Those are as follows;
Franchise
It is privately owned and operated, but there owner is pays for purchasing franchise along
with current an ongoing loyalty. This is related to accommodation services. That have advantage
and disadvantage, those are as follows:
Advantage
 The risk is low and reduced.
 There product and services are established a market share.
Disadvantage
 Costs and prices are higher from the expectation.
 This may go out of the business
Privately owned
These types of accommodation services are give the freedom to manager with biggest
services. In this Hilton hotel and manager are able to take any decisions for their staff,
operational services and growth. It is also have some advantage and disadvantage, those are as
follows:
Advantage
 The ownership stake remains great from the other stakeholders.
 In that hotel disclosures are limited to information state demand.
Disadvantage
 That accommodation is limited have ability to raise business capital.
 Personal liability is the disadvantage for the hotel manager.
Leased
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These accommodation services are also privately owned but building is belongs to others.
This type of accommodation ownership is long term and great presence in the hotel. It is also
have some advantage and disadvantage, those are as follows:
Advantage
 At that, management can earn without any investing money.
 Risk of asset is fewer and low.
Disadvantage
 In that have only right to use the assets.
 In that cannot make improvement in the asset without permission of the lesser.
Grading and classification system and evaluate roles.
Grading and classification system is effective and valuable at the time of guests are come
at hotel and do booking for rooms and staying there. Those are help to select one best in the
various options. Those are as follows:
Grading and classification system
That is often used for classify establishment according to level of quality and services. It is
defines that basic facilities which are give to customers and consider overall experience of
customers. Rating, grading and classification system refer the same concept, by this customers
and peoples are seeing the categories of hotel for that mostly Hilton hotel used the stars.
Classification may consist by the green star hotel and national quality assurance standard. By
this clients and customers are books their accommodation at hotel and plays effective a valuable
roles at the time of booking. The different level of business with the quality:
 Bed and breakfast is the one accommodation type where guests are taking
accommodated at the night in private room with the breakfast take in the morning.
 Lodge is an accommodation facility which is located and designed closer of nature. The
nature location is highly attracted to the customers.
 Pub room inn, there accommodation services are provide in traditional ways like bed
and breakfast and also provide the food at lunch time and in the evening.
Grading and classification system is plays an important role in the Hilton hotel at the time of
booking room and accommodation services at hotel. It is best and effective by which is
customers are feel helpful for booking and selecting best accommodation services at hotel.
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Functions of front office department and types of services
Front office department is plays a very important role in the Hilton hotel. This help to build
image of hotel in front of customers and clients. It is includes the reception, information and
registration sections. Functions of front office department are as follows:
 Reservation is the main function of the hotel front office department. They are take
records of reservation and booking which are done by customers. This provides the
services which are help in booking of customer’s rooms and services.
 Reception is the main and effective function of front office department. They are having
all the information which is related to the customers and hotel and its services. From their
customers are take and get al, information related to the accommodation and their room
services like keys of room and so on.
 Communication is the important function of the front office department. By this office
manager convey their massage and important massage to the customers. Communication
is providing the best services by make and creating goods information to customers.
Those are the main functions and their services which are related to front office department o f
Hilton hotel. Manager takes care of that very best and effective ways. Those are help to maintain
roles and responsibility of this department.
Roles of front office department
Front office department is an important and necessary department of the Hilton hotel. They
have function which are important and also have some roles and responsibility that are help to
manage effective and valuable performance. Roles and responsibilities are as follows:
 Reservation section is responsible for take call of customers and gives all the information
what they are wanted to know. They are also taking notes about room preference and
checking availability of rooms at the hotel.
 Reception team is responsible for greeting and checking customers in. They are taking
and check availability of rooms at rooms. Because guests wants the information about
the rooms and their services.
For that Hilton hotel manager are take care of customers and make their effective and valuable
responsibility in front office department. This department are important for managing the all
information and services at hotel.
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Critically evaluate the roles of the front office departments with recommendations.
There are critically evaluate the roles and responsibility of front office department with
some recommendations is help to improve their existing roles. Reception team is taking the
information of availability of rooms at hotel. For that recommendation is make schedule for that
availability. This help to fast reply of the customers according to customers requirements.
Communication department is responsible for communicate correct information 24 hours. For
that recommendation is provide the telephones and WiFi services at in hotel. By this customers
are connect with the reception and other department of hotel and take services what they are
required in any situations. Reservation department is also has important role in hotel because of
they are take records of all information. For that recommendation is do online booking rooms as
per requirements of customers. Front office department is important and valuable for hotel. They
are taking all information which is help to manage all the services and brand image at
marketplace and in front of customers.
TASK 2
Structure diagram of key roles of housekeeping departments
The diagram of organisation chart of
housekeeping at the Hilton hotel provides a
clear picture of lines of authority and
channels of communication with
departments. This provides systematic
direction of orders, but also protects their
employees from being over directed. By
theses chart employees are know about their
roles and responsibility of their job roles and
also understand that (Brody, 2016).
These chart helps to Hilton hotels
housekeeping staff members and provide
effective and valuable information to
employees. This department is control desk
room or place where usually daily basis
work. This help to take and make command
on from the top and lower level rank and
files. By this employees are understand their
roles and responsibility very effective and
best ways. This is more important for
hospitality industry because this department
typically have account for biggest chunk of
labour expenses and running department
efficiently.
Executive level
This level of housekeeper is runs the
housekeeping at Hilton hotel and they are
responsible for ensuring that every
department. They are report to general
manager and also responsible for manage
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and handling staff members. They check
rooms in the hotel, cleaning of rooms and
review of housekeeping budget (Carley and
Christie, 2017). Executive housekeeper of
Hilton hotel are take that responsibility
effective and in best manner.
Manager level
The executive level housekeeper is
overseeing the every department and
manager is responsible for specific area of
hotel. They are responsible for checking
cleaning of rooms as well as washrooms.
They are also responsible for handling
laundry which is including washing, drying
and placing towels at right place. Hilton
hotel manager is taking this responsibility in
very effective and in best way. By this
customers are attract towards it.
Those are level and structure of
housekeeping department of Hilton hotel. It
is help to take their own responsibility at
hotel and for their customers. Those are
every effective and best manner. This
correct ways by which employees and
managers are understand their responsibility
very well. It is help to improve and increase
their brand image in front of customers and
also at marketplace.
The importance of forecasting lines stocks
Forecasting is very important for
managing and making marketing plans with
concerning the budget, overheads and cash
flows. It is important for selecting key
technical indicators are depending on
experience and ideas (Cró, S. and Martins,
2017). This help to understand future
inventory and expenses. Lines forecasting
models and variables must statistical normal
distribution. Stock price fluctuation is
usually non lines but it is important for
managing thee effective and valuable
analysis of future expenses. Importance of
market forecast is as follows:
Market forecast
It is important for examine market at
large level. By that manager of Hilton hotel
is understand essential because marketplace
expansion. Market forecast prevent
inventory and help to make an increase sales
at the correct time.
Sales forecast
This are related to hotel business and
a forecast of demand of business and Hilton
hotel is actual products are help for plan
order or manufacturing. It is important for
coordinating of marketing efforts to
customers business and its position. It is
important for managing sales of managing
future and sales forecast (Fouad, Hussein
and Attia, 2016).
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New product forecast
Forecasting the lines stock is help to
manage and finding the new options that are
provide at Hilton hotel. By this management
can analysis future needs of hotel in future.
Future planning is help to analysis the future
needs which are help to attract customers
towards hotel.
This is important and effective for
managing current market trends and also
future needs and expectations of customers.
Relationship between housekeeping and other departments
Housekeeping department is the centre
circle of the hotel which is maintaining
directly and indirectly with all the major
departments of Hilton hotel. Relationship
between housekeeping and other
departments of hotel are as follows:
Housekeeping with front office
department
The relationship between
housekeeping and front offices are very
close. Housekeeping is preparing the rooms
and front office sales that room after
preparing. Front office department is take
information from the housekeeping
department about cleaning and safe
environment of rooms (Gössling and et.al.,
2019).
Housekeeping with human resource
Housekeeping team is coordinate
with the personal department for the
recruitment and staff, for issuing of
identifying promotion and conformation of
other facilities.
Housekeeping with purchase
The purchase department is help to
housekeeping department for purchasing the
various items used in housekeeping
department such as guest supplies, room
stationeries various cleaning agents’ lines.
Housekeeping with security
The guests rooms are private place
and hotel are lots of money to ensure the
privacy and security. Housekeeping
departments are providing the rooms to
client and customers other hand security
department is take care of security of rooms
to customers.
Housekeeping with maintenance
The most important functions of
housekeeping department are to maintain
hotel and purpose of keeping the furniture in
working order. There is relation is important
with the engineering department (Krištofík
and et.al., 2017).
There is important to make strong
relations between housekeeping and other
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function department of hotel. Those are help to maintain effective and valuable roles of
departments.
Important of schedule maintenance and repair work to minimise
It is important the maintenance and
repair work to minimise. Hilton hotel
manager is take of the repair and
maintenance of hotel time to time. It is
important aspects of running an efficient and
effective operations which are help to
maintain and repair is critical to achieving
an effective planning of keeping costs and
improving station.
This help to maintenance and repair
work at hotel. It is important for weekly
cleaning of whole hotel. Hilton hotel
manager are take this responsibility very
well and effectively.
 Scheduling is the key in place
weekly cleaning and monthly seal
test. This help to minimise the repair
work in hotel. The main factors are
help to problems from occurring and
extend the time of repair and failures
(Magalhães and et.al., 2017).
 It is important to make safety a
priority to production and other
department. Manager is taking
responsibility very well they are take
care of their employees and staff
members. They are take potential
safety risks associated with
operations to ensure everyone in
under safe and control conditions.
 Keeping goods records of every
condition of equipment and any
maintenance task performed on
regular basis will provide all workers
with the information to assess root
problems arise.
 Assign responsibility by scheduling
workers are take their responsibility
in very effective and best ways.
This will give right and effective impression
to customers. Schedule of maintenance are
help to reduce the repair work and its costs.
It is effective and best way of managing
resources.
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The importance of security within specific hospitality organisation
Security in the hospitality organisation is
an important part of the hotel. Its main target
is to protect the area of property from
criminals. The hotel’s main priority focuses
on followings.
 Building entrances: The entrances
should be inviting and brightly
lit .The restricted area should be use
by card readers so that only
registered guest are allowed (Memon
and Kinder, 2016).
 Hotel lobbies: Lobbies should be
designed in such a way that the
person walking through the front
door must pass the front desk to
reach the guestroom corridors or
elevators.
 Guestrooms: The guestrooms id
provided with electronic locking
systems that create an environment
where keys are automatically
changed when the new guests check
in.
 Parking: The parking lot has a
specified one entrance and exit with
marked routes of travel for both cars
and pedestrians. The other feature
includes CCTV cameras, installation
of emergency call boxes.
By this Hilton hotel manager is provide the
best and effective security to their customers
in very effective manner.
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CONCLUSION
From the above study it had been concluded that the accommodation services has effective
and important part of the every hotel and services industry. There has a different form of
ownership that has advantage and disadvantage as well. Grading and classification system has
important for managing effective role at front of customers. That helped to select best from
various options. Front office department has played an important role in hotel form keeping
records or information and that had been played an important role in the hotel. Key roles of
housekeeping has important for maintain structure of workers and employees. Security system
has important at the hotel and every sector. That helped to maintain the disciple at organisation.
Scheduled maintenance has been helped to reduce the repair work at hotel and give best and
effective impression at front of customers and clients.
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