Managing Hospitality Accommodation Services

Managing Hospitality
services

Table of Contents
INTRODUCTION...........................................................................................................................3
TASK 1............................................................................................................................................3
P1 Scale and size of the accommodation services in hospitality industry ............................3
Difference in between commercial and non commercial business..................................................4
P2 Different forms of ownership available to accommodation services...............................5
P3 Role of grading, classifications systems and online review sites while booking
accommodation.......................................................................................................................5
TASK 2............................................................................................................................................7
P4 Front office functions within a variety of accommodation services.................................7
P5 Key roles within the front office department for a selected organisation.........................8
TASK 3............................................................................................................................................9
P6: Key roles found within housekeeping department...........................................................9
P7: Importance of forecasting linen stock and other supplies..............................................10
P8: Importance of interrelationships between housekeeping and other departments...........10
TASK 4..........................................................................................................................................11
P9. Importance of scheduling maintenance or repair work for minimizing the disruption to
guests....................................................................................................................................11
P10. Importance of security within a selected organisation.................................................12
CONCLUSION..............................................................................................................................13
REFERENCES..............................................................................................................................14

INTRODUCTION
Hospitality industry is defined as a group of businesses which is providing services to
customers. Businesses under this industry are focusing on satisfying customers by providing
outstanding experiences. In this, their first area is defined by accommodations which includes
hotels, motels, breakfasts and other lodging business (Bowie, 2016). The following report is
based on the role of housekeeping department in providing accommodation services. It covers
the types of accommodation services available within the hospitality industry and the role of
Front Office department within accommodation services. It also includes assessment of
housekeeping department's contribution and role of facilities and security in providing
accommodation services.
TASK 1
P1 Scale and size of the accommodation services in hospitality industry
Accommodation services are provided with a provision of overnights. There are various
types of accommodation services as per the budget of the customers. These services are
described below:
Motels: This accommodation is provided by features in selecting cooking facilities, tea,
coffee, one or two bedrooms which are affordable by ideal in budgeting consciously which
appreciates hotel stay. These establishments provide parking and lodging facilities where guests
could access rooms from the parking area. One such motel which provides such effective
services to the customers is Belmore Court & Motel.
Hotels: It is an another accommodate service with shapes, sizes and personalities in form
of having good quality of budgets to luxury by making selection in around a country. Their size
and scale is determine by prescription made by customers on websites by their level of stars
(Chathoth, 2016). Alongside food and lodging facilities, these provide various entertainment and
personal activities to the public. Marriott Hotel in London is one such example of hotel.
Hostels: These establishments provide lodging facilities in the form of dormitory rooms
having double, twin and single rooms. Here many of the facilities are shared by the guests like
bathrooms, kitchens and in many of the cases. Their size and scales are measured by ratings

prescribed by customers on websites. For instance, Hostel One Camden in London is one of the
most preferred hostels in the city with 4.5 star rating.
Apartments: This is opted by guests having greater options in major cities or towns. In
this accommodation service where people enjoy with their families during holidays, they are
required to prepare their own meals, do their own laundry and so forth. Size is determined by
units of square fit and scaling is determine by overall rent which is increased by percent.
Holiday homes: This service is made on the basis of making self- sufficient by paying
rent privately for holiday. In holiday homes, customers enjoy their holidays by having more
space for enjoyment. The size and scale is determine by lengthening area of room sizes. They are
ranging with simple cottage and have luxurious lodges. As compared with hotel and motel
customers used to enjoy by by living in more space.
Home stays: Home stays are always available for comfort by hosts. Customers in home
stays share facilities and meals together(Chelladurai, 2014). They are hosting with genial
characters by enjoying socially. Under this accommodation type, visitors sleep and stay at local
residences of the city in which they travel. Farm stays are also included in Home stays.
Luxury Lodges: They are extremely most discerning for visitor. Clients basically enjoy
higher standard of hosting and facilities. Many of the facilities are provided to clients with
pleasures are treatments, helicopter flights, wilder adventures etc. Customer used to visit these
lodges with having exclusive offers and unforgettable holiday experience. It is determine by
large organisation whose rating, size and scale is measured on websites.
Difference in between commercial and non commercial business
In Hospitality business company is commercially based on profit to keep depended in
term of business. From the above mention accommodation services.
Commercially: In commercial basis they are leading with a profit in money which is
done by business in according to provide fast food, breakfasts, fine dinning eateries etc. From
examining various accommodation services is prescribed that hotels, motels, hostels and luxury
lodges are included. They are leading with financial expertise.
Non commercially: In this basis, they are not making profits in money terms. They used
to provide services to customers for living. Their included apartments, holiday homes and home
stays.

P2 Different forms of ownership available to accommodation services
There are different types of ownership which is available by accommodating services.
These ownerships depend upon nature of the accommodation which are described below:
Privately owned Hotel: Ownership of this type of hotels are entitled to an individual or a
private company who enjoy the liberty of taking independently managed decisions. They
personally accommodate guests within the hotels and the decision making power solely lies with
the owner which is one biggest advantage as well as risk(Evans, 2015). The day to day
operations are also decided by the owner. For instance, if the owner of Marriott wants to expand
its operations all over the world, they have complete liberty in making this decision.
Leased Hotels: This type of arrangement requires private owners of hotels to lease their
organisation to a chain or corporation. The financial consideration of hotels would further be
undertaken by their lessee. The intensity of risk is moderate as the financial gain to the owner
depends upon lessee's management. The poor the hotel would perform, the lesser would be the
financial gain. For instance, there are various hotels which have leased themselves to Radisson
Hotel Groups.
Managed Hotels: This route is generally adopted by existing hotels. This term is used
where privately owned hotels comes under an agreement or partnership with a recognised brand.
While the hotel would remain owned privately, its daily operations would be undertaken by the
managing hotel. On the basis of total revenues, the managing hotels usually charge royalties.
One of the biggest example of managed hotels is Peel Hotel which has near about five hotels that
are managed.
Franchises: Under this arrangement, the owner acquires permission from an established
brands by providing them with a certain fee to use their brand name, logo and popularity for their
owned hotels. The success of the hotels would then depend on the performance of the brand in
the marketplace. One of the major examples of franchise is the Choice Hotels which are one of
the largest franchisors in the world.
P3 Role of grading, classifications systems and online review sites while booking
accommodation
The grading and classification system is important for accommodation as it informs
customers about the facilities as well as comfort found in these properties. The online reviews
allow the customers to discuss their opinions about the hotels and its services. (Jauhari and

Bharwani, 2017). The role of grading and rating system used to define effectiveness of
accommodation is described below: One Star: The role of this rating is to inform customers about presence of basic
accommodation system with acceptable quality level at the hotel. However, this rating is
given to hotels performing below average standards. Two Star: This rating has the role to inform tourists about convenience and satisfactory
quality in the services of accommodation property. This means that there is a wide scope
of improvement in the services. Three Star: These ratings inform the customers about presence of ample facilities and
greater service quality. Four Star: These ratings play the role of informing the customers about an outstanding
service quality and presence of a lot of services which could enhance the experience of
the customers adopting the accommodation.
 Five Star: Tourists through these ratings are informed about exceptional standards of
services and luxurious accommodation where they can expect highest standard of
assistance 24 hours a day.
For making potential guest focus on bookings are made by Trip advisor which is used for
finding best hotel on lowest prices, that helps in saving money (Martin, Rosenbaum and Ham,
2015). It is helpful for finding perfect and latest reviews of unbiased travellers. Their roles are
defined below.
 Managed sustainable growth
 Engagement in reviewing site
 Developing breath of customers
 Attractive advertisements
 Monitor booking panel list
 Engaging with customer feedback
TASK 2
P4 Front office functions within a variety of accommodation services
Front office is also defined as reception where visitors arrive at first time at a place of
business. The office staff is dealing with a contact to a relevant person of a company. It is

affected by revenues of company. Service providers enhance their service delivery system by
engaging with customers and clients. In accommodation they are leading with different functions
in various types of accommodation services like Hotels, Motels and Hostels (Hotel Front Office:
Functions & Responsibilities. 2018).
 Reservations
 Communication
 Bellhop service
Reservation
This refers to the request guests make regarding the accommodation for a specific time
period. One of the major functions of front offices in these accommodation providers is
providing reservation to customers. There are various ways in which reservation could be made
in these accommodation providers. The first and foremost way adopted by customers is
telephones. But, with enhanced technological services, another ways in which reservations are
made is through websites and mobile applications(Singal, 2015).
Communication
Another main function of front offices of these accommodation providers is
communication with the customers. This could be regarding personalised offers or for their
feedbacks after their stay. They communicate with tourists through telephonic conversation or
through emails and app notifications.
Bellhop service
This is a service where a person assists guests with their luggage and transporting needs.
This service is provided throughout stay of the customers in accommodation properties starting
from greeting the customers to arranging transportation for their departure. This service also aid
to special needs made by the customers.
P5 Key roles within the front office department for a selected organisation
In Marriott, front office is a kind of department which makes direct interaction with
customers at their arrival. This department is visible in a context to guests. The staff
responsibility to receive guests, handling their requests and strike customer first impression on
hotels into their minds (Xu and Gursoy, 2015). The roles and responsibility in which front office
is leading in hotel Marriott are consider below.
 Creating guest database

 Handling guest accounts
 Coordinating guest service Trying to sell service
Creating guest database
Front office or reception of hotel Marriott role is to make records of customer’s data by
preparing complete information of guests. Perfect and complete records are mention by them.
Handling guest accounts
The accounts are proper maintained by front office of Marriott. Their accounts are
maintained in past and present information which are made by guest.
Coordinating guest service
Marriott employees who are in front office coordinate completing with guests in order to
obtain information regarding customers. Their having wide range of services provided to guests
in order to coordinate with services provided to their guests (Martínez, Pérez and Del Bosque,
2014).
Trying to sell service
Marriott employees are making wide range of customers on day to day basis by selling
offers and services to customers.

TASK 3
P6: Key roles found within housekeeping department
Housekeeping department is the liability for any hotel as they did not contribute in the
profitability of hotel but it is important for hotel as they help in smooth functioning of hotel.
Their crucial work is to improve the customer engagement experience so to retain them in the
future. If housekeeping employees are not up to the expectation of customer then it hampers the
goodwill of hotel in the mind of customer (Bowling, 2014). Important roles in housekeeping
department is explained below with functional examples.
Executive housekeeper responsibility: Employees in the housekeeping department of
Marriott work is to make the environment safe from any mischiefs like robbery, unacceptable
behaviour etc. through monitoring the environment. For instance, family staying in Marriott does
not feel safe then it will create negative image of hotel in the mind of customer which will
persuade to negative impact on the balance sheet of company.
Room attendants responsibility: If customers are paying high for their stay in hotel then
its housekeeping responsibility to make their trip memorable by providing with clean and healthy
environment. It could be done through proper cleaning of rooms, lobby, sanitation etc. For
instance, customer expectation is to get the clean blankets or pillow in their rooms while staying
and its housekeeping department responsibility to provide them so to enhance their experience
while visiting Marriott hotel.
Public area supervisor responsibility: Supervisor work is to maintain public space used
by customers like corridors, entrance, swimming pool etc according to the standards set by hotel.
Roles of supervisor is discussed below,
 Ensure that full area of hotel are kept clean at all the times so that customers won't find
filthy places.
 To maintain and coordinate with the staff so that proper arrangements is done according
to the expectations of customers.

P7: Importance of forecasting linen stock and other supplies
Linen stock is the expensive department of hotel which includes dresses for staff,
curtains, blankets, pillow cover, drapes etc. It should be properly replaced or laundered by hotel
as customer directly uses these things to fulfil their basic amenities. If the requirements of linen
is not up to the expectation or not properly cleaned then it leave a bad impression of hotel in
customer’s mind. Customer retention is important for hotel as acquisition cost of them will be
reduced which improves profitability of hotel to a certain level. Importance of supplies in hotel is
discussed below,
 If hotel is not equipped with stock of important supplies like linen, food, raw materials
etc then hotel would not be able to provide the value of money customer has paid for
their visit which is not good for hotel future sales (Medlik, 2016).
 If hotel has acquired more stock as compare to their requirements then it will increase
inventory cost resulting in reduce in profitability. Just in time can be use by hotel to
maintain their goods according to the demand of customers.
 In order to keep customers happy and satisfied, hotel responsibility is to maintain their
staff behaviour and dresses they wear while working. If staff dresses are not properly
cleaned or ironed then it will hamper customer satisfaction as they expects environment
not in the workplace but also in the staff and their uniform.
P8: Importance of interrelationships between housekeeping and other departments
Housekeeping department plays an important role in the success of hotel as their main
aim is to make the customer experience memorable. It could only be attain if they are working
with other departments like front office, HR department etc to achieve their pre set goals.
Importance of relationship among departments is explained below,
Front office: Their work is to take and respond to the customer grievances as quickly as
possible because their primary motive is to make the customer happy and satisfied while staying.
Housekeeping department role is to provide information about the room status to the front office
which includes customer demands, stock of basic amenities, aesthetic up keeping of rooms etc.
It will ensure smooth stay of customers which helps hotel to increase their customer retention
rate.

Engineering department: This department role is to maintain and operates all machinery
which includes AC, lighting, escalator, lifts etc. Housekeeping employees work is to check all
the machinery and keep them in order so that customer won't find any problem while using it.
For instance if lift is not working then its their responsibility to inform engineering department
so to fix it quickly (Bernini and Cagnone, 2014). Any hindrance which affects smooth stay of
customers will leads to customer dissatisfaction.
Laundry department: Role of laundry department is to ensure proper cleaning of cloths,
linen stock etc and ironing so to maintain germ free environment in hotel. It is the duty of them
to deliver clean linen to the housekeeping departments timely to ensure smooth operations. So to
provide proper and clean attire to the customers.
TASK 4
P9. Importance of scheduling maintenance or repair work for minimizing the disruption to guests
For providing satisfaction to customers with services provided, schedule maintenance and
repair work plays an essential role. The maintenance and repair of hospitality building is very
essential because its effectiveness denote the quality of services which directly influence the
choice of customers (Evans, 2015). A proper maintenance and repair work plays a significant
role in attracting customers and keeping them satisfied with the services offered by Marriott
hotel because well maintained rooms reduces the chance of receiving complaints regarding the
services. In hotels maintenance is required over several spaces like guest rooms, restaurants,
swimming pool, health club etc.
It also support in increasing safety and security of hotel guests as well as employees by
ensuring that building, facilities and services are safe for user. This also help in minimizing the
disruption to guest as when all the instruments, building and machinery used are well maintained
it reduces the chance of its damage or repair at the time when customers availing services. For
instance, maintenance department in Marriott hotel must ensure that after checking-out of one
client room must be cleaned and arranged in a proper manner before providing room key to
another customer. In addition to this, maintenance and repair department is also responsible for
keeping room cleans and well managed before getting any reservation. This support in creating a
positive image of hotels in front of customers regarding the services they offer.

With the maintenance of assets as well as places that are used by customers,
organisational activity maintenance also plays a crucial role for enhancing the services offered
by hotels. Marriott hotel perform following activities for security maintenance:
Routine maintenance:- HR department of a hotel held responsible for maintaining the
routine activities in order to manage the quality of services in each situation (Osman, Johns and
Lugosi, 2014). This help employees to perform their operations in a timely manner and as per the
demand of customers. For instance, HR managers can regularly check the routine activities
performed by employees and can maintain them at the time when demand is higher.
Scheduled maintenance:- Proper preparation and management of schedule help in
providing the guidelines to workforces regarding the operations they have to perform. This in
turn will support in providing services in an most effective and timely manner which creates
value among customers. Further it also support in reducing the disruption that customers get due
to improper management of activities and delays in services. As schedule help in prioritising the
services on the bases of their importance along with time taken by them to perform it.
P10. Importance of security within a selected organisation
It is very essential for a hotel to ensure safety and security of customer, employees as
well as assets that are belongs to it. As the guest who come up in a hotel for availing
accommodation services must be ensure that they will be safe and secure during their stay within
hotel. This help in keeping them satisfied with services which further support in enhancing the
brand image within marketplace as satisfied customers will also contribute toward increasing
customer base by suggesting them and influencing the choice of hotel. In addition to this safety
of hotel staff and assets is also very essential as it influence the work performed by them.
Because a satisfied and secure employees are more productive then a person who work within
fear of getting injured (Jones, Hillier and Comfort, 2016). As Marriott hotel is a most popular
and demanding brand for accommodation services, so it is very essential for them to maintain
proper security management and facilities for providing quality services. Following are the
measures through which Marriott hotel can provide security:- Key card locks: Marriott hotel provides security over room entrance by providing punch
and magnetic key cards that have locks with flash memory and other functions. This
system can keep other persons restricted to enter into room who are not authorised.

 Fire alarm:- Smoke detectors and fire alarms in each guest rooms that are monitored 24
hour a day, allow security staff to respond immediately in case of any emergency. This
help in ensuring that they are safe from any injury and will be protected by security staff
in case of any contingency.
CONCLUSION
From the above given report it can be summarized that for achieving success in
hospitality industry, hotels must ensure proper maintenance of services on regular basis for
keeping them updates as per the changes in need and demand of customers. This support in
aligning the services as per the expectation of customers for satisfying them and maintaining a
long term relationship with them. In addition this housekeeping, maintenance, security and front
office departments also support in enhancing the quality of service by providing instant services
through having a regular interaction with customers and then performing operations to satisfying
those needs.

REFERENCES
Books and journals
Bernini, C. and Cagnone, S., 2014. Analysing tourist satisfaction at a mature and multi-product
destination. Current Issues in Tourism.17(1). pp.1-20.
Bowie, D. and et. al., 2016. Hospitality marketing. Routledge.
Bowling, A., 2014. Research methods in health: investigating health and health services.
McGraw-Hill Education (UK).
Chathoth, P. K. And et. al., 2016. Co-creation and higher order customer engagement in
hospitality and tourism services: A critical review. International Journal of
Contemporary Hospitality Management. 28(2). pp.222-245.
Chelladurai, P., 2014. Managing organizations for sport and physical activity: A systems
perspective. Taylor & Francis.
Evans, N., 2015. Strategic management for tourism, hospitality and events. Routledge.
Evans, N., 2015. Strategic management for tourism, hospitality and events. Routledge.
Jauhari, V. and Bharwani, S., 2017. An exploratory study of competencies required to cocreate
memorable customer experiences in the hospitality industry. In Hospitality Marketing
and Consumer Behavior (pp. 159-185). Apple Academic Press.
Jones, P., Hillier, D. and Comfort, D., 2016. Sustainability in the hospitality industry: Some
personal reflections on corporate challenges and research agendas. International Journal
of Contemporary Hospitality Management. 28(1). pp.36-67.
Martin, D., Rosenbaum, M. and Ham, S., 2015. Marketing tourism and hospitality products
worldwide: Introduction to the special issue.
Martínez, P., Pérez, A. and Del Bosque, I. R., 2014. Exploring the role of CSR in the
organizational identity of hospitality companies: A case from the Spanish tourism
industry. Journal of business ethics. 124(1). pp.47-66.
Medlik, S. ed., 2016. Managing tourism. Elsevier.
Osman, H., Johns, N. and Lugosi, P., 2014. Commercial hospitality in destination experiences:
McDonald's and tourists' consumption of space. Tourism Management. 42. pp.238-247.
Singal, M., 2015. How is the hospitality and tourism industry different? An empirical test of
some structural characteristics. International Journal of Hospitality Management. 47.
pp.116-119.
Xu, X. and Gursoy, D., 2015. A conceptual framework of sustainable hospitality supply chain
management. Journal of Hospitality Marketing & Management. 24(3). pp.229-259.
Online
Hotel Front Office: Functions & Responsibilities. 2018.[Online]. Available Through:
<https://study.com/academy/lesson/hotel-front-office-functions-responsibilities.html>