Managing Accommodation Services in Hospitality Sector - Desklib

This report discusses the size and scale of accommodation services in the hospitality sector, forms of ownership, the role of grading systems and online review sites, the organization of functions of front office and housekeeping departments, the significance of forecasting linen and other supplies, and the interrelationship of housekeeping and other departments within an organization. The report also covers the importance of scheduling, repair, and maintenance work to minimize guest disruption and the significance of security within an organization. The report focuses on Hilton, a well-known hospitality organization with a wide-spread chain of hotels across the globe.

Managing
accomodation services

Table of Contents
Introduction.................................................................................................................................................3
Main Body...................................................................................................................................................3
TASK 1.......................................................................................................................................................3
P1) Discuss size as well scale of accommodation services in hospitality sector......................................3
P2) Form of ownership in accommodation industry................................................................................4
P3) Role of grading system, online review sites while customer make booking for accomdation...........5
TASK 2.......................................................................................................................................................7
P4) Organization of functions of front office department in various accommodation services................7
P5) Role of front office department.........................................................................................................8
TASK 3.......................................................................................................................................................9
P6) Role of housekeeping department in organizational context.............................................................9
P7) Significance of forecasting of linen and other supplies in order to ensure adequate supply for
meeting with demand.............................................................................................................................10
P8) Discuss value of interrelationship of housekeeping and other departments within organization.....11
TASK 4.....................................................................................................................................................11
P9) Discuss how scheduling, repair and maintenance work is important to minimize guest disruption.11
P10) Significance of security within organization.................................................................................12
Conclusion.................................................................................................................................................14
References.................................................................................................................................................15

Introduction
Accommodation services are related with stay of people who travel from one place to
another. Here, this facility is offered for a particular period of time. It is required to maintain
hygienic and clean environment within hospitality organization so that people can enjoy the stay.
In addition to this accommodation services also significantly contribute in growth and
development of whole hospitality sectors. It is associated with hotel, tourism industry in
profound manner (Wood, 2017). For present report, Hilton is taken into consideration. It is a
well-known hospitality organization which had wide spread chain of hotels across the globe. It is
headquartered in united state of America. The report includes types of accommodation, role of
front office and housekeeping department. In addition to this, it covers importance of linen
forecasting and interrelation of housekeeping and other departments within organization. At end,
significance of scheduling and maintenance and security has also been included in the following
report.
Main Body
TASK 1
P1) Discuss size as well scale of accommodation services in hospitality sector
In Accommodation services facilities of comfortable stay are provided to guests. In this,
all the necessary amenities which are crucial for stay are arranged for visitors. It is analyzed that
accommodation sectors is a crucial part tourism and hotel industry.
Size of Accommodation sector
Number of hotels is really high in UK as the hospitality industry is a significant part of
overall economy of country. There are nearly 45800 hotels across the country. It is found that
94.96% hotels of UK are luxury. In 2020, Market size of accommodation industry of nation was
$5.8 billion (Hotels in the UK - Market Size, 2021). It is analyzed that accommodation industry
is expected to grow in future period of time. This sector also contributes in employment
generation within country. Hospitality industry is considered as the fourth largest employer of
UK wherein 2302000 individuals are employed in significant manner.

Scale of accommodation industry
With increasing number of tourists, there is a scope of growth of accommodation industry
in future period of time. Hospitality sector includes guest house, hotels, leisure and more. It
contributes nearly 4% in overall GDP of nation. In 2020, nearly 13.8 million jobs were provided
by hospitality sector.
P2) Form of ownership in accommodation industry
Ownership Type Definition Examples
Privately owned hotels Here, hotel is owned as well as
run by a single person. This
person is responsible to take
all the necessary decisions for
growth of business entity.
An example of such hotel is
Wedgewood hotel which is
situated in Vancouver.
Leased hotels In this, hotel is taken on leases
but it is for a particular period of
time. Lessee is also required to
pay lease rent of property
(Fewings and Henjewele,
2019).
For instance-Love hotel
Leases.

Managed hotels Hotel is managed by a good
rating hotel under a particular
contract which is made
minimum for three years.
Silver Brich is a hotel
management company and a
lot of independent are
managed by this company
Franchises In this, a lot of hotels under the
name of some renowned
brand. It is an effective way to
leverage the image of well-
known brand.
Marriott, Hilton are some
renowned examples of such
hotels.
Fractional ownership Only some fraction of
ownership is sold to some
other party. Rentals pools can
also in order to generate
income.
For instance, Penticton
lakeside resort and sun peaks
ski resort.
P3) Role of grading system, online review sites while customer make booking for accomdation
Role of grading system: On the basis of facilities provided by hotel, there is different
grades are given to hotel. These grades can be minimum upto 1 and maximum upto 5. It is found
that grades also help in attracting customers and set a separate image of hotel. In this context,
different grades are mentioned below:
System of Grading Definition System Example
1 star There are only certain
limited and essential
facilities are offered
by such hotels (Page
and Connell, 2020).
1st star hotels function
at small scale with
limited resources &
equipments.
School House Hotel.
2 stars Services are better Here, all the necessary Tartan Lodge

relatively to 1st star.
These hotels offer
quality food, beverage
and other facilities
resources are
available. These hotels
operate are either
small or medium in
size.
3 stars These offer certain
additional services
such as lounge,
restaurant, swimming
pool and more.
Staff of hotel is
educated and
proficient in dealing
with customers.
Ramada Hounslow
4 stars Here, luxurious
services are offered to
visitors. They offer
high quality services
and also charge high
for those services
Operations are
undertaken in proper
way. All the necessary
equipments, tools are
available here. Also,
staff is well-educated
and proficient (Van
Looy, 2019).
Edinburgh Grosvensor
Hotel
5 stars Luxurious facilities are
provided by such
hotels. It is well-
equipped with
resources, equipments
and tools.
Accommodation is
highly spacious. Apart
from the core services,
certain complementary
and additional services
are also provided by
such hotels in order to
maintain healthy
relation with
customers.
Mariott

Role of online review sites: Customers are highly aware thus they gather information
through review sites before visiting to a particular place. After going through with reviews, they
determine whether to stay at a particular place or not. In this context, role of online sites is
mentioned below:
Convenient for customers: These sites have made it easy to go through with the reviews
and make booking. Here, customers get detailed information regarding each & every aspect
which further helps them in choosing right place to visit (Nikolskaya and et. al., 2019).
Changing preferences of customers: Ample of travel sites such as make my trip, trivago
and more which provide an option to check the reviews of previous guests before actually
visiting to the place.
TASK 2
P4) Organization of functions of front office department in various accommodation services
Front office people are the face of hotel as all the individuals who visit the place first
meet with front desk people. They are required to leave an effective impression on visitors in
order to address frequent visit. In addition to this, they make sure that all the operational
activities are carried out efficiently within hotel.
Hotel: There are ample of services such as accommodation, food are offered by hotels.
They also take the pre-reservation as per the requirement of guests. In case of hotels, receptionist
works at front desk and provides complete assistance to guests for comfortable stay (Sampaio,
Hernández-Mogollón and Rodrigues, 2019). In addition to this, front office people of hotel also
welcome and greet guests in an appropriate way.
Guest house: Here, reservation is done by front office people. They are also responsible
to make and respond of each and every call. Apart from this, they also understand needs of
guests and provide services accordingly. They ensure hassle free arrival and departure of guests.
Bed and breakfast: These kinds of accommodation are really small and offers stay for a
short period of time. They generally offer overnight stay facility along with breakfast, food and

beverages. Family members work collaboratively and ensure to meet with requirements of
visitors in an efficient manner (O'Leary, 2019). Front desk people ensure that guests stay with
great comfort avd also they provide smooth payment facilities. Apart from that they take care of
all requirements of visitors. They also try to build strong relationship with guests so that they
visit again.
P5) Role of front office department
Front office department is an integral part of hospitality organization. People who work at
front desk have the responsibility to greet customers in an appropriate way. While visit in hotel,
customer firstly interact with front desk people. It is integral for front desk individuals to have a
pleasant looking in order to put an effective impression on visitors. Here, front office people take
necessary information of guests and also ensure to provide them high level of comfort during
stay. In addition to this, these people put first impression on guests which is crucial for making a
strong relationship with customers. If, customers get a better impression, they are likely to visit
hotel again. Resolving queries of visitors is also a main duty of front desk people. They make
and attend the calls with an aim to provide best possible information to guests. In addition to this,
they ensure easy check in and checkout facilities. In context of Hilton, role of front office
department is outlined below:
Welcome and greet guests: Major role of front office people of Hiton is to greet
customers in a proper way. They are required to welcome guests in an impressive way. They
need to ensure positive impression on visitors (Lozano, Rey-Maquieira and Sastre, 2020). For
this purpose, it is the duty of front desk people to listen and resolve the issue of guests in timely
manner. Apart from this, they also required to provide easy check in as well as check out
facilities.
Resolve queries of guests: Main duty of front office department of Hilton is to deal with
the queries of customers. In respective hotel, front desk individuals not only interact with guests
rather they also handle the queries of customers in order to formulate positive brand image of
organization.
Security: They are also required to ensure safe environment within hotel premises. For
this purpose, they need to arrange proper security with installation of security instruments. There

is CCTV camera within hotel premises. Apart from this, hotel administration also installed fire
alarm within hotel.
Maintain Data: All the individuals who visit in hotel, first interact with front desk
managers. Here, front desk managers take data of customers which include their name, email-id,
address and more. Data helps in maintaining communication with guests in future period of time
(Baute-Díaz, Gutiérrez-Taño and Díaz-Armas, 2019). In context of Hilton, they also take
necessary information of visitors and maintain the data in system. For this purpose, they appoint
qualified people at front desk to take information from visitors.
TASK 3
P6) Role of housekeeping department in organizational context
Main duty of housekeeping department is to maintain clean and hygienic environment
within hotel. There are a lot of people works in housekeeping department where they work under
the supervision of housekeeping manager. In context of Hilton, main role of housekeeping
department is mentioned below:
Maintain cleanliness: Here, major duty of housekeeping department is to maintain clean
environment so that customers feel better during stay. For this purpose, they need to take care of
mopping and dusting within premise of hotel. In addition to this, pandemic has increased the
significance of cleanliness. Now, it has become a crucial measure for visitors to select suitable
place to stay. Therefore, housekeeping department of Hilton is responsible to maintain clean
environment within hotel premises.
Maintain adequate level of stock: Housekeeping department is responsible to analyze
linen requirement and place order accordingly. It is required to ensure that adequate level of lives
remain available within hotel (Ranjbari, Esfandabadi and Scagnelli, 2020). It is imperative in
order to meet with demand of guests in timely manner. In reference of Hilton, they maintain
adequate level of linen and also place purchase order in order maintain proper inventory within
hotel.
Communication with other department: Housekeeping division of Hilton is also
responsible to maintain proper communication with other departments. For this purpose, they

maintain effective relationships with other departments such as front office, maintenance,
security, purchase and more.
P7) Significance of forecasting of linen and other supplies in order to ensure adequate supply for
meeting with demand
Linen refers to towels, curtains, bed sheets which are available in hotel in order to meet
with demand of customers. These are the essentials and part of daily requirements of guests.
With increasing number of guests, demand of linen also increased. Demand of linen is affected
by ample of factors such as number of visitors, occupancy rate, market trend and more. Through
linen forecasting, it is possible to address the requirements of customers in timely manner. In
reference of Hilton Hotel, information of lines forecasting is mentioned below:
FLOOR HAND TOWEL BATH
TOWEL
SOAP SHAMPOO SANITARY
KIT
1 5 8 7 6 6
2 5 7 8 8 9
3 10 5 10 9 10
TOTAL 20 20 25 23 25
PRODUCT DEPARTMENT FREQUENCY
Desserts Food and Beverages Daily
Bathrobe Housekeeping Daily
PRODUCT DEPARTMENT FREQUENCY
Pamphlets Marketing Quarterly
Hoardings Marketing Annually

P8) Discuss value of interrelationship of housekeeping and other departments within
organization
Housekeeping department is a division that performs a lot of tasks within hotel. Here,
interrelation of housekeeping and other departments is mentioned below:
Housekeeping and front office: In respective hotel, front office and housekeeping
department exchange information with each-other. With the information provided by front
office, housekeeping can fulfill requirements of guests in an appropriate way. On other side,
housekeeping department also assist front desk people in resolving the queries of customers in
best possible way.
Housekeeping and food & beverage department: Here, proper interaction between
housekeeping and food & beverage department help in eliminating the issues that might arise due
to lack of information to waiters and room service staff. It helps in meeting with requirement of
guests related to food & beverages.
Housekeeping and maintenance: Housekeeping department is required to maintain
direct coordination with maintenance department. Coordination between both the departments
help in addressing issues related to repair and maintenance. In Hilton, this interrelation is helpful
in addressing issues faced by visitors (Chazan, 2019).
TASK 4
P9) Discuss how scheduling, repair and maintenance work is important to minimize guest
disruption
Now, proper maintenance is the foremost requirement in case of hospitality industry.
Delaying or avoiding maintenance might cause difficulty to guests. In reference of Hilton,
significance of scheduling, repair and maintenance is mentioned below:
 In respective hotel, they follow practice of proper scheduling, maintenance that helps in
minimizing issues of unexpected breakdowns within hotel premises. With this, hotel
administration is able to ensure better customer experience that is important for positive
brand image.

 Here, repair and maintenance is not done occasionally rather there is proper scheduling.
As a result, hotel is able to save the cost which might incur due to emergency
breakdowns. In addition to this, proper scheduling also helps in minimizing contingent
fund. In this context, there is a team of qualifies engineers prepare a proper schedule in
order to minimize future cost of repair and maintenance.
 It helps in dealing with chaotic situation which might arise due to unexpected
breakdowns. It is possible with availability of intelligent scheduling resources which are
essential for the purpose of maintenance work.
 Proper scheduling, repair helps in addressing the issues of guests in best possible way.
Apart from this, regular preventive maintenance helps in running the hotel smoothly. It
increases overall guests satisfaction, reduce down the additional cost and eventually save
time of staff. In context of Hilton, scheduling and maintenance is important for general
safety and maintaining positive brand image.
P10) Significance of security within organization
Security in hotels is important to provide a safe stay to guests. It helps in maintaining strong
brand image of hotel and also provides a sense of safety to visitors. Security helps in keeping
surveillance so that it is possible to respond towards suspicious activities within hotel premises
(Fahy, 2019). In context of Hilton, they make sure to maintain safe and secure environment with
an aim to minimize accidents and unforeseen events. For this purpose, they keep proper
surveillance with the softwars. Here, CCTV cameras are installed at different places within the
premises. Apart from this, they also held meeting so that staff members get to know about recent
developments in the field of security and safety. With proper training, they enhance
understanding level of staff members so that they can perform effectively at the time of
emergency.
 Safety and security helps in maintain positive image of brand in market. Reputation of
hotel is on stake if they are not able to provide safe and secure environment to guests. In
case of Hilton, guests feel safe with the availability of suitable safety resources. It helps
in maintaining proper association with customers so that they visit to hotel on frequent
basis.

 It is analyzed that safe and secure environment also helps in protecting guests from
damage and other additional costs that might occur due to criminal activities like theft
and more. In case of Hilton, they ensure strong security in premises in order to avoid
suspicious activities within hotel.
 Security of hotel includes a lot of aspects such as safety of building, grounds and guests.
In Hilton, they make sure to provide safe environment to visitors. For this purpose, they
also make sure to keep the luggage and other belongings of customers in safe and secure
way. In this regard, they train staff in an efficient manner.

Conclusion
It is summarized out of above information that accommodation services refer to the place
where individuals can stay for a particular period of time. Nowadays, Accommodation services
have become a crucial part of hospitality organization wherein it is required to offer hygienic,
clean services to visitors. It is concluded that hospitality industry of UK is immense in terms of
size and scope. Online rating sites and grading also influence perception of customers while they
select a particular hotel. Further, discussion has been carried out about role of front office and
housekeeping department within Hilton hotel. It is summarized that housekeeping department
has strong interrelation with other divisions of company. It is analyzed that proper scheduling,
maintenance and repair is really imperative for hotel administration to ensure better customer
experience. Furthermore, safety measures are taken by respective hotel in order to ensure
compliance of safety and security within premises.

References
Books and Journals
Baute-Díaz, N., Gutiérrez-Taño, D. and Díaz-Armas, R., 2019. Interaction and reputation in
Airbnb: an exploratory analysis. International Journal of Culture, Tourism and
Hospitality Research.
Chazan, N., 2019. An anatomy of Ghanaian politics: Managing political recession, 1969-1982.
Routledge.
Fahy, J., 2019. Out of sight, out of mind: managing religious diversity in Qatar. British Journal
of Middle Eastern Studies, 46(4), pp.640-662.
Fewings, P. and Henjewele, C., 2019. Construction project management: an integrated
approach. Routledge.
Lozano, J., Rey-Maquieira, J. and Sastre, F., 2020. An integrated analysis of tourism seasonality
in prices and quantities, with an application to the Spanish hotel industry. Journal of
Travel Research, p.0047287520947807.
Nikolskaya and et. al., 2019. Methodological techniques for measuring performance in the
hospitality industry. Journal of Environmental Management & Tourism, 10(3 (34)),
pp.379-384.
O'Leary, R., 2019. The ethics of dissent: Managing guerrilla government. Cq Press.
Page, S.J. and Connell, J., 2020. Tourism: A modern synthesis. Routledge.
Ranjbari, M., Esfandabadi, Z.S. and Scagnelli, S.D., 2020. A big data approach to map the
service quality of short-stay accommodation sharing. International Journal of
Contemporary Hospitality Management.
Sampaio, C.A., Hernández-Mogollón, J.M. and Rodrigues, R.G., 2019. Assessing the
relationship between market orientation and business performance in the hotel industry–
the mediating role of service quality. Journal of Knowledge Management.
Van Looy, A., 2019. Capabilities for managing business processes: a measurement
instrument. Business Process Management Journal.
Wood, R.C. ed., 2017. Hotel accommodation management. Routledge.
Xu, X., 2020. How do consumers in the sharing economy value sharing? Evidence from online
reviews. Decision Support Systems, 128, p.113162.