Role of Front Office in Accommodation Services

This document discusses the scale and size of accommodation services within the hospitality industry. It also explores different forms of ownership in accommodation services and the role played by grading, classification systems, and online reviews in booking accommodations. Additionally, it examines the organization of front office functions and the key roles within the front office department in various accommodation services.

Managing
Accommodation

Table of Contents
INTRODUCTION...........................................................................................................................1
TASK 1............................................................................................................................................1
P1. Scale and size of accommodation services within hospitality industry.................................1
P2. Different forms of ownership at accommodation services....................................................4
P3. Role played by grading, classification, systems and online reviews while potential guest
look for and book accommodation..............................................................................................5
TASK 2............................................................................................................................................6
P4. Organisation of front office functions within variety of accommodation services...............6
P5. Key roles within front office department...............................................................................7
TASK 3............................................................................................................................................8
P6. Key roles found within housekeeping department in selected company...............................8
P7. Importance of forecasting linen stock as well as other guest supplies to ensure sufficient
supply for meeting demands........................................................................................................9
P8. Interrelationships among housekeeping and other key departments to provide quality
provision and services..................................................................................................................9
TASK 4..........................................................................................................................................10
P9. Importance of scheduling maintenance or repair work to minimise guest disruption.........10
P10. Importance of security within organisation.......................................................................11
CONCLUSION..............................................................................................................................11
REFERENCES..............................................................................................................................12

INTRODUCTION
Accommodation sector is considered as the largest sector within hospitality industry as
within it diverse business works to render facilities such as entertainment, gaming, lodging,
transportation, food and beverage so to satisfy customers preferences through innovative ways.
In present era, companies that provide accommodation services also provides various additional
facilities to the customers so that they gain significant experiences. To develop knowledge about
the concept, Sagitter One is selected that is hospitality consultancy entity which is based on
London, UK (Sagitter One. 2019). The entity is specialised in accommodation sector and across
European as well as International market. The report includes information about types of
accommodation services, distinct forms of ownership, roles played by classification systems,
online reviews as well as grading and various role of front office department in context to three
accommodation providers. It further includes contribution that housekeeping department does for
providing effective accommodation services and roles that security and facilities plays in
accommodation services.
TASK 1
P1. Scale and size of accommodation services within hospitality industry.
Introduction to hospitality industry: In present era, Hospitality industry is among those
industries that are vast as well as fast growing in the world. This type of industry is popular for
providing services including accommodation, transportation and food.
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Illustration 1: Hospitality industry performance in UK, 2018
(Source: Hospitality industry performance in UK, 2018 )
2
One star Two Star Three Star Four Star Five Star
0
2000
4000
6000
8000
10000
12000
7900 8500
10200 9400
8500
Number (2017)

Illustration 2: Hospitality industry turnover. 2018
(Source: Hospitality industry turnover. 2018)
As per the above statistical data, it is interpreted that hospitality industry covers hotels,
restaurants, motels, pubs addition to leisure entities which produces more than 4% of GDP of
United Kingdom. In this nation, there are more than 50000 accommodation providers which
employs around 3.2 million people. In the year 2017, the overall turnover within the industry has
reached over £98 Bn. In context to size, it is considered as number of workforce employed and in
this regards, the industry holds third position by employing to more than 3.2 million people
across UK. The scope of the industry is wide as it involves travelling, recreational, lodging and
managed services in great numbers.
Ways accommodation service contributes to industry as whole: Accommodation
services plays essential role in experiences of international addition to domestic travellers. As by
providing accommodation services, hospitality industry gains huge revenue that are further
contributed in development and growth of the industry as whole (Ahmad, Jabeen and Khan,
2014). Accommodation services are backbone of any industry as these services attracts wide
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consumers and an entity can increase its market size through which major contributions are made
for the development of industry as whole. In addition, accommodation services are significant
for developing hospitality infrastructure along with various other requirements too. For this,
contributions are also done to built infrastructure in the hospitality industry through which the
industry is achieving heights of growth and development as whole.
Types of accommodation services: Accommodation services are said to facilities that
provide distinct experience to customers. As per the Sagitter One, following are some of
accommodation services that are offered by hospitality companies:
Hotels: One of the service that provides private rooms, maid services, restaurant, game
centre, television sets and many more to customers. They offers diverse facilities as well as come
in distinct star levels. In the hospitality sector, there are uncountable hotels that delivers similar
services to wide customer base.
Motels: These are names to motorists hotel that maintain demographic target that include
travellers for wide distance journeys. These types of accommodation services provides minimum
amenities as well as services. According to Sagitter One, this service is less expensive and gains
popularity in limited time.
Resorts: The another accommodation service that are self controlled commercial
establishments which provides all the wants of vacationer. These are either located at central
places or close to some rural isolated destinations. The managers of Sagitter One says that resorts
offer large pools, gym facilities, well equipped rooms, 24 hour reception and many more. It is
one of fast developing accommodation service in the hospitality industry.
Difference between commercial and non commercial business:
Commercial business Non commercial business
Commercial business are those business that
works to make profit.
Non commercial business are such entities that
works or exists with aim to provide services
such as charity as well as state agency.
Within hospitality industry, these businesses
accounts 77 percent in context to eating out
dollars which comprises fast food as well as
full service restaurants that makes commercial
In hospitality industry, Non commercial
companies accounts 23 percent in regards to
eating out dollars that involves hospital
cafeterias, school cafeterias and corporate
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food services. dining rooms which makes non commercial
food services (Dei Mensah and Mensah, 2013).
The examples of commercial business are
restaurants, take away outlets, wine bars and
fast food outlets.
The examples of non commercial business are
schools, hospitals, wheels and prison.
P2. Different forms of ownership at accommodation services.
At the time, establishment of business as a resort, hotel or motel that provides diverse
accommodation services could be established through using ownership forms. In present
scenario, various kinds of ownership methods addition to models are available with a person to
achieve the dream of becoming owner of hotel or other accommodation service. From the
perspective of managers of Sagitter One, few types of ownership forms are as follows:
Privately owned hotels: With this ownership type, business owners enjoys freedom
addition to authority for governing terms and conditions that are best for the business to achieve
profits (Friess and et. al., 2015). Within such ownership model, various investors are also
involved. Autonomy to frame decisions helps in making the managerial practices simple addition
to implement activities effectively. By establishing business under ownership of privately owned
hotel faces difficulty in grabbing shares of the market.
Managed hotels: At the time, funds are invested in hospitality sector as well as
operations are executed with limited as well as no experience then it cause situations of losses. In
order to reduce losses, hotel business is operated by using managed ownership type. Within this,
management organisation is hired by the entity so to manage all the operations. In this, financial
obligations lies within both the company and decisions are only made by management company.
Leased Hotels: Herein, private owners of hospitality company leases it to other
corporation or chain. In this ownership type, all the activities are managed by the person who has
taken the institution on lease. As per opinion of authorities of Sagitter One, this ownership
method contains huge risks that are managed by the leases and that have to make payments that
benefit the hotel owner. At same time, to go with such ownership type, a lease contract is needed
to be made by both parties.
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P3. Role played by grading, classification, systems and online reviews while potential guest look
for and book accommodation.
Within accommodation business, various service providers exists and all differs from
each other in context to number of facilities or services that provide and quality of service they
offer. There are distinct elements which are analysed by the potential guest or purchaser while
making bookings for accommodation service (Hamlet, 2013). In this context, online site reviews,
classification as well as grading systems which assist potential guest to analyse hotel or another
accommodation service in relevance to quality addition to ranking that are provided to them.
Classification system: With this system, classification of hotels is done by the
purchasers so to make decisions. It plays effective role of providing criteria to customers so that
they can take quick decisions about required accommodation facility when they are looking or
booking accommodations. In country like America, distinct classification systems that are used
by potential guests are based on quality of service addition to variety of services that hospitality
entities offers.
Grading system: This system is generally used by the hotels so to provide the standard
services to huge customer base. As per the selected hospitality consultant, it plays role of setting
benchmarks for quality of services that are to be offered to customers. In addition, it also plays
assistance role to help consumers to choose suitable hotel that delivers accommodation services
as matched to their desired standards. In the country such as UK, grading systems are classified
as star rating and letter grading in which terms like Tourist class, budget class and many more
are used by the travellers.
Online reviews: These are reviews about products that are made on online sites. One of
the online review site is Trip Advisor and many more are analysed by the potential guests when
they are looking or booking accommodations. These sited plays important role of providing
reviews about hotel or restaurant, assisting in making bookings for the accommodation service
and delivers other travel related content (Jamieson and Jamieson, 2014). Through this, guests
can check reviews about various hotel that are posted by visitors already visited the destination
before.
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TASK 2
P4. Organisation of front office functions within variety of accommodation services.
At accommodation institution, front office function is to conduct oneself as public aspect
of the company. It is essential for all hospitality companies to organise all the concerned front
office functions in suited ways as it plays essential role in enhancing customer experience.
According to management team of Sagitter One, certain functions performed by front desk
people are communication, resolving queries, reservation addition to receiving payments.
Following are the description in context to distinct accommodation providers:
Resolving queries: In is one of the front office function wherein queries of the visitors
are resolved in prompt manner. While selecting hotel for staying, visitors have uncountable
questions regarding prices of rooms, facilities offered, food services and many more. In context
to Pine Lake Resort that provides accommodation services to huge customers. For satisfying
customers with the offered services, front office people of such resort answers all queries and
solves them appropriately due to which it has established good image in customer mindset.
Reservation: It is another function performed by front office employees of a
accommodation entity. In context to Treehouse Hotel that is accommodation provider situated at
London, UK. The front officers plays function of handling all reservations in decent manner as
when reservations are not managed properly, the entity faces situation of mismanagement of
rooms due to which clients gets upset (Khoo-Lattimore and Prayag, 2015.). All the activities of
this function are properly organised through which rooms are allotted as quickly as possible such
that customers do not have to wait at reception area.
Communication: Front desk functions are responsible to communicate detailed
information about customers choices addition to requirements to other staff members. In context
to Motel One London that delivers accommodation services to customers as per their
preferences. The front office functions of this motel interacts with potential guests and
accordingly organises all the activities to achieve satisfactory feedbacks from customers.
P5. Key roles within front office department.
Front office department of an entity is majorly concerned with interacting with customers
at distinct stages till the time they enters and exits. In such duration, this department attends
customers, resolves queries and make interactions. As per managers views of Sagitter One, at all
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hospitality organisations, the practices are conducted by such department in well organised
manner. The effective or key roles performed by front office department of accommodation
company are:
Telephone operator: The front office department of hospitality industry is responsible
for answering incoming calls, receiving guest messages, providing detailed information
regarding services to guests, following telephonic etiquettes, placing outgoing calls and updating
information on front office software (Latorraca and et. al., 2018). According to administrates of
Sagitter One, front office department should perform this role so that they can listen the queries
that customers makes on call and solve them at same time to fulfil their requirements that results
in meting objectives of the hotel regarding solving all queries and making brand image.
Cashier: Another role that front office department have is of cashier who are responsible
for collecting cash as well as providing information about the facilities that may cost extra to
customers. The cashier at accommodation firms have key role of operating cash registers,
balancing the registers and generating reports, following store procedures in regards to gift cards
or coupons, processing refunds and resolving customers complaints about cash related
transactions.
Receptionist: The another role executed by front office department that are responsible
for greetings, welcoming as well as directing customers appropriately. The consultancy firm says
that front office department plays key role of receptionist in which they keep the reception area
clean and calm, contributes team efforts, maintains security and operate telecommunication
system (Meyer, 2013). Receptionist of accommodation entities have effective and excellent
communication skills that helps in communicate with distinct types of customers from distinct
geographical area and meeting business objectives to attract customers from distinct locations.
TASK 3
P6. Key roles found within housekeeping department in selected company.
In today's world, house keeping department plays crucial role in hospitality company as it
achieves highest efficiency through ensuring convenience addition to comfort to potential guests
till the time they are part of entity. In addition, this department also takes care about high
standards of cleanliness together with hygiene in rooms or other spaces of hotel. According to
Sagitter One, housekeeping department has following roles:
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Manager: In hospitality organisation, managers of housekeeping department are mainly
responsible for examining, aiding, observing and controlling activities that are performed by the
people within the department. As per Sagitter One, the role of managers in such department is to
allocate jobs to each manpower that are part of it and properly check their workings so that if any
complaints occurs they can provide them training and development.
Laundry executives: In housekeeping department, laundry executive is another role that
is performed by a person to properly handle activities of washing bedsheets or towels of the
pertaining hotel. As per selected hospitality consultancy company, laundry executive has
responsibility to ensure that the laundry facilities are provided to all rooms (Odunlade, 2012).
Cleaner: It is key role that is found within housekeeping department of accommodation
companies. The cleaner is mainly responsible to clean hallways, restrooms, rooms, elevators,
locker rooms, lounges and lobbies for meeting health standards and providing quality provisions.
When potential guests do not have feeling for cleanliness then it have potentiality to affect hotel
image so cleaner is needed to fulfilling all its job requirements so to provide quality of provisions
to customers.
Floor supervisor: The housekeeping department also includes role of floor supervisor
that manages working areas, hotel premises and maintains guest room in clean addition to well
orderly manner. As per management of chosen hospitality consultancy, floor supervisor has role
of organising addition to facilitating room making procedures, routines inspection of cleanliness
of bedrooms, report maintenance issues and maintain effective relationships so to provide
customers quality services.
P7. Importance of forecasting linen stock as well as other guest supplies to ensure sufficient
supply for meeting demands.
In present fast changing world, accommodation or hospitality industry is featured by
importantly accelerating room supplies addition to higher cost margins. However, companies
within the sector attains excel through executing desirable performance together with outcomes.
Forecasting is essential in all types of businesses as to identify the aspects required to reach the
objectives of providing required services to customers that they demands (Rose, 2014). For this,
hospitality industry generally makes predictions and forecast market situations so to find
solutions about reducing risks and improving satisfactions from potential guests. In this regards,
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companies have knowledge about the key requirements as well as performance they should
render that ensures them sufficient supplies to meet demands. In context to Sagitter One, it is
important to take step towards forecasting linen stock addition to other guest supplies. Some of
the importances are as follows:
Reduces stock outs of inventory: Through forecasting linen stock, managers of
hospitality organisation makes proper prediction about accurate expectations of customers in
advance that benefits them to make sure that unnecessary stock are not kept within hotel
premises. With this, the company can ensures proper supply of accommodation products or
services that meet demands of potential guests.
Improving pricing structure along with promotion management: The another
important aspect to forecast linen stock as it helps in improving pricing structure as per the
customer's views and managing promotions according to market trends. With this, hospitality
organisation such as Sagitter One generates new ideas to modify its pricing policies for the
services and making promotional strategies strong so that profits can be attained by meeting
sufficient demand supply.
P8. Interrelationships among housekeeping and other key departments to provide quality
provision and services.
Within hospitality industry, communication and coordination are key for distinct
departments as it helps in sharing information and ideas about serving potential guests with
better facilities and services (Sanz-Blas, Ruiz-Mafé and Perez, 2014). The management team of
Sagitter One allows utilising resources to all departments in best suitable ways. To improve
service quality that are offered to potential guests, few interrelationships that housekeeping
department with various other department are underneath:
Housekeeping department with front office department: It is significant by
housekeeping department to make relationship with department of front office as to people in
front line department deals with aiding room facilities and communicating with consumers that
are enjoying services of the hotel. By making relationships with such department, housekeeping
department can get information about services that are demanded by guests so that all the
facilities are delivered at prompt duration that benefits the company in providing quality
provisions addition to services.
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Interrelationship among housekeeping and security department: For housekeeping
department, it is very important to have effective relations with security department so that they
can inform the security team at the time they finds distrustful activity organised by few people
within the hotel premises (Smith and Greenfields, 2015). With this, all the illegal activities that
can cause harm to guests are stopped and quality provisions are provided to guests.
TASK 4
P9. Importance of scheduling maintenance or repair work to minimise guest disruption.
In current scenario, hotel sector plays significant role to develop nation and it is also
important for such sector to maintain all the activities systematically. Scheduling is said to
framework in which all activities are set in advance for achieving objectives through executing
practices on appropriate time. In regards to Sagitter One, scheduling maintenance is important so
that the functions are well organised and executed through which pressure of workings are
properly maintained and key services are delivered to guest that reduces their disruption level.
The managers are responsible to ensure that all the manpower within maintenance department
are provides all the required equipments to easily execute repair workings without hampering to
workings of other people such that guest disruption are reduced to huge level (Rose, 2014). In
addition, managing schedule together with repair work are significant to enhance life cycle for
assets of the hotel through which striving are accomplished regarding minimum operational
failure that aids towards reduction in hurdles to deliver services due to which guest disruption
occurs. All this will benefit the entity in collecting positive reviews from guests by which they
can gain opportunities to properly accomplish objectives.
P10. Importance of security within organisation.
In present scenario, security is one of key concern with hospitality industry. Security
plays important role in Sagitter One as the guest who visit the institute wants their belongings to
be safe and secure till the time they strays art the place. It is significant for manpower and asset
of hotel that they are protected as well as secured. For this, it is important to have effective
security system that can protect manpower, physical resources, appliances buildings and
belongings of guests (Vieytez, 2017). In context to providing security to guest, it is important to
deliver security to their luggage, cleanliness as well as food. In case something illegal or wrong
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things happen with guest, CCTV camera facility can help in detecting the reasons of
mishappenings.
CONCLUSION
The above report concluded that managing accommodation service is one of important
working of organisations as it assist in improving brand value so to remain at higher positions
within challenging market. Hospitality industry is vast in size and scale as it contributes more in
developing the whole industry as whole. The accommodation services are of distinct types such
as hotels, resorts and motels. Few ownership forms are of managed hotels, leased hotel and
privately owned hotels. Functions performed within front office are resolving queries,
communication and reservations. Some of the key roles that are found in front office department
includes telephone operator, cashier and receptionist. Some of the roles that exists within
housekeeping department are manager, laundry executives, cleaner and floor supervisor. The
importance that forecasting linen have are to reduces stock outs and improvising structure of
pricing as well as promotion management.
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REFERENCES
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Latorraca, G. and et. al., 2018. Managing medications at the bedside. U.S. Patent 9,962,316.
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Hospitality industry performance in UK, 2018. [Online]. Available through:
<https://www.planradar.com/uk-hospitality-industry-growth/>
Hospitality industry turnover. 2018. [Online]. Available through: <https://www.hotrec.eu/facts-
figures-2/>
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