Managing Accommodation Services Assignment : Hilton hotel

MANAGING
ACCOMODATION
SERVICES

Table of Contents
INTRODUCTION...........................................................................................................................3
PART 1............................................................................................................................................4
TASK 1............................................................................................................................................4
Criterion and size of accommodation services within hospitality industry............................4
Different forms of ownership available to accommodation services.....................................9
The roles that, grading, classification systems and online review sites play when potential
guests look for and book accommodation............................................................................11
Assessment of accommodation services, grading and reviews upon decision making of guests
..............................................................................................................................................16
Critical evaluation of how accommodation services help in guest satisfaction...................16
TASK 2..........................................................................................................................................17
Front office functions within a variety of accommodation services....................................17
Key roles within the front office department in hotels.........................................................19
Key roles found within the housekeeping department...........................................................1
The importance of forecasting linen stock and other guest supplies......................................2
Interrelations between housekeeping and other department..................................................3
The importance of scheduling maintenance or repair work to minimise disruption to guests4
Importance of security within an organisation.......................................................................4
Role of maintenance in accommodation services to ensure overall guest satisfaction..........5
Critical evaluation of the importance of communication between housekeeping and facilities
department..............................................................................................................................5
CONCLUSION................................................................................................................................5
REFERENCES................................................................................................................................6

INTRODUCTION
Managing accommodation within the hospitality industry plays a crucial role as this is
termed to be the most largest sector with the industry of tourism. Every association within this
field deals in providing their satisfaction by rendering better quality of services so that they can
increase their visitor use of services and regular visits. As industries are growing rapidly so it is
necessary for the management of this tourist industry to provide their customers with full
satisfaction of their needs in order to remain at higher position in the market place by generating
higher amount of revenue. The assignment is based on the chosen hotel which is Hilton hotel
which is one of the leading multinational hotel in the American economy. This assignment
involves the study on the various topic such as overview about the accommodation services
along with its different forms of ownership. Apart from this the study also covers the topic
related to the functioning of the front office and housekeeping within the business so that the aim
of the hotels can be achieved in a proper manner. In this file the discussion on the significance of
the housekeeping will be addressed along with installation and safety function of the
accommodation services(Ahmad, Jabeen and Khan, 2014).
PART 1
TASK 1
Criterion and size of accommodation services within hospitality industry.
The success of the hotel industry depends upon how effective and best services related to
the accommodation and other facility its furnish to its potential customers. The major purpose of
this accommodation industry is to retain their customers visits within the hotel by managing all
the accommodation services in a proper way. As the business of hospitality cover a huge market
by operating its business in different different sectors such as the business of hotels, events,
cruise line etc. so that vast areas can be covered. And the services to all the guests arriving to the
hotel can be rendered in a effective manner(Amoako and et. al., 2012). The scale and size of the
hotels as compared to quantity are :

Table 1 :- According to the ace rating how many hotels in the UK economy are operating:
Hotels star rating Numbers(2019)
1 star 6956
2 star 6799
3 star 7697
4 star 4535
5 star 3369
Interpretation: As per the preceding graph, it can be summarised that the number of hotel
operating with 4 and 5 star are comparatively less than the hotels which are successful in
providing services to the customers by holding 3 stars.
Table 2:- Series of motels which are operating their concern in London.
Hotels in London Numbers(2019)
One star 1125
Two star 959
1 star 2 star 3 star 4 star 5 star
0
1000
2000
3000
4000
5000
6000
7000
8000
6956 6799
7697
4535
3369 Numbers(2019)

Three star 700
Four star 639
five 590
Interpretation: From this graph, it can be inferred that the business with one start rating in the
London is operating successfully as compared to other rating criteria such as 3 start or 5
star(Barlow, Roehrich and Wright, 2013).
Table 3:- The amount of hotels operating in UK in opposition to other countries.
Hotels as compare to other countries Number(2019)
United kingdom 5098
United states of America 7399
Singapore 4299
France 6329
Thailand 6963
One star Two star Three star Four star five
0
200
400
600
800
1000
1200 1125
959
700
639 590
Numbers(2019)

Interpretation: According to the preceding graph it can be summarised that the the economy of
UK fosters second last position in relation to the numbers of hotel operating as compared to the
other countries.
Table 4:- The definite quantity of hotel as equivalence to Bed and breakfasts.
Particular Number(2019)
Hotels in UK 5597
B&Bs 3564
United kingdom
United states of America
Singapore
France
Thailand
0
1000
2000
3000
4000
5000
6000
7000
8000
5098
7399
4299
6329
6963
Number(2019)

Interpretation: As per the above mentioned descriptive it can be concluded that the UK is
holding higher numbers of hotels in opposition to the Bed and Breakfasts(Berger and Denny,
Google, 2012).
Table 5:- Operating of hotel in London in contradict to other places.
Particular Number(2019)
London 4695
Paris 5568
New York 6698
Bangkok 7980
Beijing 2536
Hotels in UK B&Bs
0
1000
2000
3000
4000
5000
6000 5597
3564
Number(2019)

Interpretation: From the above mentioned graph it can be examine that London holds second
last position in the hostel industry as compared to other cities. And the number of hotels operated
within the London is also fewer as compared to other places.
Different forms of ownership available to accommodation services
As this industry of the hospitality is huge and there are various sectors operating in it. In
order to this the management of the accommodation is done in a various ways so that affectivity
in the management of all these accommodation services can be bring in a significant manner.
Below mentioned are the forms of ownership which are available within the accommodation
services:
Privately owned hotels: This is the type of ownership in the accommodation services
where the business is privately owned and managed by a single entity bearing all the prevailing
risks and liabilities associated with the firm. In this ownership form the hotel will be managed by
a single person and all the decision in relation to the operating of business, its strategies and
policies and decisions will also be formed by the individual only. In this ownership the
dependency regarding the business success and failure is also upon the person who is solemnly
operating the firm(Cascio, 2015).
London Paris New York Bangkok Beijing
0
1000
2000
3000
4000
5000
6000
7000
8000
4695
5568
6698
7980
2536
Number(2019)

Advantages Disadvantages
 The advantage related to the privately
owned firm is that it enables the
manager of the Hotel in forming their
own decision regarding the working so
that the effective performance within
the concern can be carried out without
any disruptions and have full control
over the business finance so that the
allocation can be done in a best
possible way.
 This is disadvantage for the business
owner of the private firm as the
manager of the hotel who owned in as a
single entity can not get listed in the
stock trade market and the sale of stock
in this is also not possible due to which
the hotel has to undergo certain issues.
Leased hotels: This form of ownership of hotel is the one where the owner himself gives
hotel of the lease where all the finance activities are managed and controlled the lessee to who
the hotel has been given on lease. Direct with this understanding of the lease both the person
owner as well as the lessee remains in touch for the longer duration of time and operates the
business by successful contract.
Advantages Disadvantages
 Through this the association will be at
benefit as through the contract of lease
the lessee don't have to invest capital in
the business and the capital which he
have can be utilised further for the
growth and development of the
business in the competitive market.
 This is based on the long term contract
which bound a company to pay the
specific amount for a longer time and
bear all the expenses. In become burden
on the company when the lease property
is not utilised by the
company(Common, Flynn and Mellon,
2016).
Managed hotels: This form of the ownership is the one where the individual in the
market places seeks to invest in the business but due to lack of the skills and knowledge about

how the investments should be done they are not capable enough to invest. Here the person wish
to hire the management company who can easily form the decisions related to these issues.
Advantages Disadvantages
 In this the business can easily form
their decision by working with the
specialist . These specialist will allow
them in managing their cost and
resources in a effective manner so that
operating of the hotel can be done in a
best possible manner.
 The disadvantage of this ownership
form in the accommodation services is
that the business have to face from high
amount of conflicts and challenges.
Franchises: in this ownership form the business allows other national and regional firm
to use their logo, protocols and the name so that the operation burden from the organisations can
be lowered down and working can be perform in a smooth manner(Friess and et. al., 2015).
Advantages Disadvantages
 The advantage of this ownership is that
other firm can easily enjoys the brand
name and can earn higher rate of profit
in the market.
 Here the business has to undergo higher
amount of capital investment due to
which the business have to suffer from
losses.
The roles that, grading, classification systems and online review sites play when potential
guests look for and book accommodation.
While preferring the hotel these online sites plays a vital role on the basis of their
grading, classification and review of the visitors. All these factors supports the visitor in
choosing their accommodation services by checking their rating which the customers who have
already stayed in the hotel has given so that later on the customer arriving can check the grading
and form the decision to stay at that particular place by matching their own requirement. Apart
from this classification of the Hotel also have provide the customers with certain rights to choose
the hotel of their choice on the basis of its prices, services, accommodation etc. All these online
review sites has also enable the visitors in their classification of the hotel such as Tripadvisor,

Google, Agoda etc . In similar way the Customers will prefer the hotel that is Hilton on certain
elements such as essential items, primary needs, lavishness and hyper lavishness. These are
mentioned below as:
Essential:- Essential items are those which are the primary needs of the customers while
visiting the hotels . In order to this the manager of the Hilton must ensure that they renders their
visitors with all these essential item so that they can easily prefer and accommodate themselves
within Hilton. These essential items may includes, beds, hotel room service, visitors pass, cards,
room locking and unlocking, receptionist extension number etc.
Basic items : these are those items which are preferred at prior notice rather than
focusing on the accommodation of the business. These items are chosen by the customers in
order to have full comfort at the hotels. So in regard to this the manager of the Hilton must assure
that they provides their customers and visitors with the services which are costlier in comparison
to the essential one. The basic items which the Hilton render to their customers are facility of the
free Wi-Fi, extra towels and bed essentials along with the different products related to the wash
room so that the customers can experience a better service(Horwitz, 2015).

Nice to have:- These refers to those which are required by the Visitor on their personal
request such as extra bed for the children or kids, kettle services so that they can prepare their tea
and milk whenever they want and coffee machines. So the manager of the Hilton must ensure
that they render these additional services which the customer asked in an effective ways so that
customer retain loyal for the firm and visits again and again in regard to experience the services
given by the Hilton.

Luxury:- Luxury services are those which are of extreme quality and of expensive nature and
prices which the customers prefer to have great comfort and luxury at the hotel place. The
manager of the Hilton must focus on providing the luxury services to the customers who are
willing to stay and pay more for the better services. These luxury services are Jacuzzi facility in
the wash rooms, summing pools, playing areas for kids, casino facility and premium size beds
etc(Latorraca and et. al., 2018).

Hyper luxury:- Hyper luxury name itself denotes that these items within the hotel industry are
preferred by high class people. These are excursively high in quality, terms and arfe rarely
preferred by the normal class due to its expensiveness. These are in expected by the customers in
regard to satisfy their need to experience the luxury in the hotel. So the manager of The Hilton
must ensure that their provide their customers of reach er section with the exclusive services of
separate dining rooms, living areas, bar facility, free all meals. Personal theatre, lounge rooms
etc. Hyper luxury the customers can also demand for their own personal vehicles at hotel and
gaming and gym in facility so that they can easily live their routine life and can visit next time
for sure(Horwitz, 2015).

Thus, all these above mentioned are the factor which the Visitors will seeks to experience
with the Hotel Hilton.
Assessment of accommodation services, grading and reviews upon decision making of
guests
Visitor within the Hotel generally form their decision regarding the stay at hotel on the
basis of different grades, review and classification which get gets from the online site like Trip
Advisor,Google, Trivago etc. collecting review will support the customers to take decision which
hotel to stay at and which not. So the Hilton is required to overlook all these component as these
will assist the business of Hilton in identifying the areas where they are lacking and how those
drawback can be rectified so that all the negative comments on the online sites can be considered
and rectified easily. These review system also allow the guest to form decision in a effective
manner by comprising all other hotel their facilities, prices and services so that they can easily
choose the best alternative for themselves and experience the joy at Hotels(Meyer, 2013).
Critical evaluation of how accommodation services help in guest satisfaction
every Hotels dreams of satisfying their customers with the best of their facilities as
customers in today's market are the king who is ruling the industry. So in order to this Hotels are

more and more concerned about their customers requirement and satisfaction as they have Visit
to the Hotel to have better experience and quality time. Other than focusing on the providing of
the better quality of accommodating they also renders the services like providing them essential
services so that the customers can comfort themselves in accommodating at hotels. All these
services are comprises of free Wifi, spa, restaurants etc. so that the large number of customers
can be attracted and a firm can easily enjoy the increase customer base. So it regard to this
delivering a quality of services to the customers will help the business in meeting their own and
customers requirement within a short duration of time(Noe and et. al., 2017).
TASK 2
Front office functions within a variety of accommodation services
Front office within the business is the core who are responsible for managing and
handling of all the operation which are happening within the business. Same in context of Hotel
industry too the Front office has it own vital place as they are the one who deals with the visitors
or the guest arriving at the hotel on a very prior notice. The person sitting at the front office has
huge role in managing the hotel as they control and manage all the transaction between the hotel
and the guests arriving their. Below mentioned are the functions associated with the front office:
Front office manger- Front office manager within the business environment of Hilton
are the one who are at the top position and perform various task relating to the performance of
the staff positioned at front office. They seeks to guide and train the staff available at the front
office about how to manage and control the things, how to deals with the guests, how to manage
work and operate business in a successful manner. They also seeks to keeps the record of the
personnel who perform the activity at the front desk so that their drawbacks can be seen and
training to improve those can be given within the tenure only.
Cashier reservationist- All the business are run and managed just because of the cash
which is available within the business and is successfully managed by the Cashier. A cashier
within the business is the person who keep records of all the visitors or customers billings. In
context of the Hilton the cashier and the reservationist will look on the activity to manage the
booking which the customers have done either through manual process or either by online one.
Here the manager at cashier and reservation section will keep their focus on the collection of the

cash from the visitors on their booking, lodging accommodation and other charges related to the
transport services, parking services, valet, room services etc(Rose, 2014).
Basis Description
Telephone In this the person sitting at the reception will focus on the attending of calls
so that all the information to the guest regarding the rooms availability,
prices, offers can be given and their confusion related to the services of the
hotel can be cleared on call.
Printer Printer is used in order to print invoices, documents of the visitors visiting to
the hotel.
Safety lockers Here the manager sitting at the front desk is required to provide their guests
with safety of their luggages and other items. If in case the belonging of the
customer is lost the manager sitting at front desk will be accountable.
Reservation Reserving rooms at hotels as per the demand and need of the customers at
that particular hotel(Friess and et. al., 2015).
Cashier This is the prime function of the front office manager here they receive and

collect the amount from the customers as per their reservation with the hotel.
Thus all these above mentioned are the pointers which shows the functioning of the front office
manager within the business of Hilton Hotel(Takahashi and et. al., 2014)
Key roles within the front office department in hotels.
The front office have its on significance in the hotel industry as it focuses on giving the
best to the customers visiting inn. This sector within the hotel renders better quality of the
services to the visitors like rendering them the relevant data related to the hotel, information
about all the place for the tourists to visit, pick and drop facility of the arrivals etc. in order to
maintain their image as their first impression on the customers will be their last experience. Front
desks within the hotels holds reception, bell services, operators, executive club, guest service,
office and many other services. The manager of the front desk office is required to ensure that all
the documentation regarding the visitors or guests have been done in a proper manner so that
appropriate amount of satisfaction through these diverse policies and procedure can be rendered.
Other than this the front office is also responsible to operate daily basis activity by fulfilling the
demands and handling the issues of the customers regarding the maintenance of room ,
cleanliness, evaluating and monitoring of the front desks offices work etc.
 To maintain the office environment healthy so that increase amount of satisfaction and
comfort to the visitors cab be given.
 To furnish the customers with the facility of laundering .
 To regenerate and furnish the place of hotel by researching the hotel managers and
internal designers.
 To maintain decorations and aroma of the building so that a peaceful atmosphere can be
preserved(Temple and et. al., 2014).
So in order to maintain the customers retained to the hotel the manager of the Hotel
Hilton is required to look on all these facility so that their guests gets better experience by
staying at the hotel and gets their ultimate needs fulfilled.

Key roles found within the housekeeping department
Housekeeping department within the hotel plays a crucial role as they are the one who
are responsible for maintaining the environment clean, comfortable and safe. So the manager of
the Hilton is required to handle the situation regarding the cleanliness of rooms, floors, dining
room, Books areas, living area and surrounding. Below written are the roles and structure of
Housekeeping department :
Structure of the Housekeeping department:
Executive level: This is considered to be the most effective level within the hotel
organisation as in this the person at the executive level will ensure that all task within diverse
departments are performed in a significant manner. This department is accountable to the general
level manager and have full authority and responsibility in managing the personnel within the
hotel(Tussyadiah, 2016).
Manager level: These managers are responsible for operating the diverse areas of the
hotel which includes different different departments and its managers such as accounting
manager within the hotel will manage the account , laundry manager will manage the laundry ,
including washing, ironing,etc. These all are the activities which are performed under manager
level.
Guest room attendants: Guest room attendants are the one who are responsible for
checking the facility which should be rendered to the guests such as cleaning of their rooms,
changing of towels and bed essentials, vacuum the carpets in the rooms, bathrooms cleaning etc.
these guests room attendants work day to nights for the better services of their guests(Vieytez,
2017).

Key roles of Housekeeping department
Housekeeping department is the most crucial departments within the hospitality industry
as these are responsible for managing the operations of the hotels:
 The main role of the housekeeping department is to provide their guests with the most
peaceful environment and a smooth services so that they can have great experience at
hotels.
 To provide uniforms to all the staffs and maintain inventory in the most effective manner
within the hotel.
 To furnish hotel with the services of the laundry for the clothing and staff uniforms.
 To provide all the staff with a great amount of training and development who are
associated with the housekeeping department so that all the personnel can carry their
work out in a best possible manner(Roles of Housekeeping,2019).
The importance of forecasting linen stock and other guest supplies
Forecasting within the business is done in order to identify their future position and wants
and needs of the customers. Predicting in advance must be done so that the business can easily
identify the level of performance required and to reduce the level of risk which are uncertain.
The manager of The Hilton will ensure that they have forecast about the future and the strategies
have been formed in a best possible manner so that future course of action to satisfy the
customers exact requirement. Rendering of the Linen stuff must be predicted in advance by the
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manager in the Hotel for their customer so that quality service can be given. Line stock is a
fabrics which are of soft threads and stuff such as towels, bedsheets, tablecloths etc.
significance of forecasting are as mentioned beneath:
Reduce inventory stock outs- In order to maintain the stock within the hotel, the
manager of the Hotel is required to predict in advance about the customers expectation so that in
order to fulfill those expectation exact amount of inventory can be kept by reducing the
unessential one.
Customer satisfaction- To render customers with full satisfaction of their needs and
wants the manager is required to forecast In advance about what quality exactly the customers
seek and what exactly their wants are related to the services. So that their needs can be satisfied
and a huge profit margin and revenue to the firm can be avail(Common, Flynn and Mellon,
2016).
Improve pricing and promotion management- This forecasting will enable the
manager of the Hilton to improve their flow of inventory within the business. Where they can
easily determine how much to be their in hand and how much amount of inventory to keep at
hold. These activity will also affect the pricing of the overall productivity and profitability of the
firm.
Interrelations between housekeeping and other department
Housekeeping departments alone can not perform the activities within the Hilton of their
own. In order to carry the operations in a best possible manner they interconnect to other
departments such as :
Interrelation with food & beverage department- Housekeeping departments depends
upon the foods and beverages department for the foods and beverages to the customers arriving
at the hotel at proper time, according to the taste and preferences which they customers seeks to
have. As foods and beverages departments are those within the Hilton which prepare the food as
per their customers expectation and on the other hand housekeeping department is the one which
assure that their customers are at safe hand and are rendered quality services related to
rooms(Cascio, 2015).
Interrelation with security department- Both the departments such as housekeeping
and security departments are interrelated to each other as housekeeping department is the one
which mainly provides services related to the room consisting of rooms service, cleaning, food
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facility etc. and security department on the other hand focuses on the providing of safety to the
guests for their luggages, staying etc. Basically the purpose of housekeeping department to
provide room services to the customers. In order to provide security of luggage and thefts the
housekeeping departments contact to the security departments so that all their guests are secured
and safe at hotel(Berger and Denny, Google, 2012).
Interrelation with purchase department- Housekeeping department is related to the
purchase departments as all the required essentials for the housekeeping department will be
purchase by the purchase department only depending on their estimated budget for the purchase.
The required stuff by the housekeeping department is guests supplies, equipments regarding the
cleaning of rooms, liens stuff etc.
The importance of scheduling maintenance or repair work to minimise disruption to guests
Scheduling is refers to as the process of deciding in advance about how much time will
be required to compete this particular tasks. In context of the Hilton, the process of scheduling
will help them in deciding, assembling and controlling the work and also supports in reducing
the work pressure. The hotel manager must ensure that all the essential and equipment with the
business are maintained and repaired in a proper way as continuous repairing, cleaning, check-
ups will support them in getting success within a shorter duration of time by deducting the
chances to attain a stage of failure(Barlow, Roehrich and Wright, 2013). In order to provide
security to the guests safety and regular check-up of the electricity lines, bathrooms fitting,
furniture etc. For example: suppose in case if their is leakage in the tap of bathroom, it must be
repaired on time as due to this their will be a shortage of water to the hotel and it may also lead
to the issue for the guests. For this reason all these must be repaired on time so that the positive
feedback from the guests can be gained by rendering them the services which are of higher
quality. Positive feedbacks from the client will leads the business with increase profitability and
goodwill in the market place. Thus all these repairs and maintenance work should be scheduled
from time to time so that quality services to the visitors can be given by satisfying their demands
and expectation from the Hotels.
Importance of security within an organisation
Providing security to the guests arriving at hotels plays a crucial role in the hotel industry.
In context to the Hilton the manager must focus on the factor of providing security as this will be
advantageous for the guests as well as the hotels. Security of the luggage, food, cleanliness etc.
4

for the security the manager of the Hilton must focus on the CCTV facility, lockers facility
regarding some expensive stuff, maintenance of the equipment etc. must be given. Effective
security at the hotel place will enable the business to build their brand image and goodwill in
front of the public and will also leads the business of Hilton at the stage of higher profit
margin(Amoako and et. al., 2012).
Role of maintenance in accommodation services to ensure overall guest satisfaction
Effective in the maintaining of the accommodation and other services will supports the
business in satisfying their customers expectation to the full. In regard to this the department of
the Housekeeping plays a vital role by analysing all the services and facility which the hotel
renders so that the issues related to the maintenance can be resolved by informing the
maintenance departments. For heighten the travel happening of the guests hotel manager must
ensure that all the essential related to the basic needs of the customers are of better and excel
quality so that better customers services can be rendered.
Critical evaluation of the importance of communication between housekeeping and
facilities department
Effective communication within each and every business plays a vital role same in the
hotel industry. Effective communication within the departments of the Hilton will allow each and
every functional units to perform their operation in such a way so that the chances of conflicts,
issues, duplication of the work can be reduced. Proper flow of information from housekeeping
department to all the other department will establishment a environment where the each and
every operations will be performed in a systematic manner which will leads to decrease in the
elimination of the error from work and will increase the productivity and profitability of the
business(Ahmad, Jabeen and Khan, 2014).
CONCLUSION
As per the above mentioned report it can be examine that accommodation is the one
factor within the hotel industry which enable the business to attract guests as much as they can so
that the business can gain a suitable profit margin. Apart from this there are diverse form of
ownership which operates their business according to their polices and structure such as
Privately owned, lease, franchisees etc. along with information the role of different different
department such as front office, housekeeping as lead the business to a higher level among other
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accommodation service industry. Value of planning maintenance or repair work that is a
essential situation to attract more guests and the significance of security is also studied here.
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