Managing Hospitality Services Report

This report provides a comprehensive overview of managing hospitality services, particularly focusing on accommodation services. It examines various types of accommodation, ownership models, grading and classification systems, and the vital role of the front office in delivering exceptional customer service. The report also discusses the influence of online review sites on customer decisions.

Managing
Hospitality
Services

Table of Contents
INTRODUCTION...........................................................................................................................1
TASK 1............................................................................................................................................1
P1 Identifying scale and size of accommodation services in hospitality industry......................1
P2 Different forms of ownership available to accommodation services.....................................3
TASK 2............................................................................................................................................3
P3 Grading and classification system and online review sites....................................................3
P4 Organisation front office functions within variety of accommodation services provider ....5
P5 Key roles with front office in an organisation.......................................................................5
CONCLUSION................................................................................................................................6
.........................................................................................................................................................6
REFRENCES...................................................................................................................................7

INTRODUCTION
The Hospitality Industry is responsible for providing primarily food services and
accommodation in places such as hotels and loadings, food services, travel agency, car rental
services etc. It is a service industry, task to create shareholder wealth by servicing and satisfying
guest. In Tthis report is based on accommodation sector. It This report is going to identify scale
and size of accommodation services that are founded with hospitality industry. Hospitality
industry is the wide sector which help in upliftment of economy such as providing employment
opportunities and raising living standard of people. Moreover, determining function of front
office, its key roles that are required in meeting the organisation business and objectives are
evaluated.
TASK 1
P1 Identifying scale and size of accommodation services in hospitality industry
Hospitality industry is board broad group of businesses that provide service to customer.
It is focused on satisfaction of customer and providing specific experiences during their
travelling. This sector is unique as because it relies heavily on discretionary income and free
time. It strongly focusfocusses on customers, levels of services provided as well as economics of
industry. The first are of hospitality industry is accommodation, which includes hotels, bed and
meals and other food and loading services.
Accommodation is ana wider sector in hospitality industry, ranging from bed and meals
enterprise and hotels to provide facilities that also offer loading services to customer. Eventually,
hospitality is combination of accommodation and food and beverages groupings, collectively
making up large segment of industry. Moreover, it can be define defined as the business of
helping people to feel relaxed and enjoy themselves on their vacations. Thus, accommodation
plays an important role in hospitality industry.
The different types of accommodation services founded within sector of commercial and
non-commercial businesses are as follows:
Commercial accommodation: Commercial accommodation is define as short term
accommodation for paying guest for smaller period of time. It consistconsists of supply of food
and lodging, together with domestic goods or service'sservices in any residential establishment
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which is regularly and systematically supplied to customer's. Some of commercial
accommodation are determined below:
 Hotel: A hotel is basically an establishment for providing accommodation services, that is
capable of providing breakfast, lunch and evening meals for their customers. It is one of
largest accommodation with range of services that are more assessable by general people
that other type of accommodation.
 Guest house: A guest house is generally private home which has been converted for
exclusive use of guest accommodation. This are public are of establishment, owner or
manager either lives off site or entirely separated area within property.
 Self cateringSelf-catering: A self cateringself-catering unit is contained with apartment,
house, cottage etc. Which provides furnished accommodation for visitors fully equipped
kitchen to cater for maximum people of accommodated.
 Resort: A speared out collection of single or double story accommodation units. It is
similar to a hotel in that it offeroffers wide range of facilities. Moreover, units may be
retained and available on time share and aan area of camping can be included in resorts.
Non-commercial accommodation: Accommodation is basically supply of tertiary students
provided at university colleges and halls or university sponsored flats are termed as non-
commercial accommodation. Because this type of accommodation areis specifically excluded
from commercial residential premises. Some of the non-commercial accommodation are
determined below:
 Hostel: A hostel provides overnight budget accommodation for guests in shared rooms or
dormitories. It is generally type of accommodation, aimed at budgeted traveller and
generally attracts younger clientele.
 Campus accommodation: Campus accommodation is provided to educational
establishment for their students and made available to individuals, families groups at
certain times of year. Such as Easter, summer and Christmas holiday.
 Bunk house/ Camping barn: A bunk house or camping burn offers simple overnight
shelter, often in remote areas or locations with very limited facilities and services.
Thus, the above mention are different types of accommodation founded with hospitality
industry. This accommodation areis mostly divided in both commercial and non-commercial
accommodation.
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P2 Different forms of ownership available to accommodation services
There are several type of ownership models and method of accommodation services for
providing better quality of services to customer. The different form of ownership that are
available to accommodation services are as follows:
Privately owned and operated: This type of accommodation ownership gives an owner
the most freedom, but it consistconsists of biggest risk. The owner is free to make all decision on
staff, operational structure and growth but it dosedoes not have any brand behind his
accommodation services.
For example: Flats, cottages are examples of some the privately owned accommodation
providing services to customer'scustomers.
Leased accommodation: leased accommodation are also privately owned, but this type of
accommodation belongs to someone else. In this type all arrangements are generally done for
long term leases where lessor is stipulated with minimum rent for acquiring premises. Moreover,
it also include a sliding scale based on total revenue for ongoing rent.
For example: Broker, agents and global hotel brokers are some of the examples of lease
accommodation.
Franchise accommodation: A franchsiefranchise accommodation operation has clear
advantages and disadvantage. This type of accommodation areis benefited from the recognised
brand names by consumer, a proven business model and national marketing as that owner is fully
dependent on brand name. For example: Holiday Inn, Hilton and Accor gr opus are parting in
different country and states.
TASK 2
P3 Grading and classification system and online review sites
Hotels grading and classification determine both the standard of hotel offering that is
available at a description and ability to purchase hotel accommodation that meets the expectation
on time. This grading and classification of hotels inform consumer that they can easily recognise
quality, differentiation differentiate all levels to facilitates and services that offer greater
transparency.
The role grading and classification system help potential customer'scustomers to
chosechoose appropriate accommodation for them. Hospitality sector is required to be graded
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and classified based on minimum operating standards of facilities and services provided,
managed and maintain each grade or class of establishment. Some of examples that are
examined by potential customer'scustomers are as follows:
One Star: A one star hotel has some of limited ranges of facilities, furnishing and
refreshments. It adheres to a high standard of facilities wide cleanliness. Such type of
accommodation basically have an accessible location with on-site representatives on 24 hours
and seven days a week basis. Here, o0ne start is consider as non value and customer's do not
prefer such hotels.
Two star: This grading hotels offer more spacious, nicer and better equipped furnished
accommodation than one star hotel. This type of hotels accommodation facilities are less and
limited that other hotel services. Two star hotels are not preferable in choosing by customer as
they do-not prefer such low ratings.
Three star: This grade of hotel offer more spacious, nicer, better equipped furnished en
suite rooms as compared to one and two star hotels. It also have high class decoration and
necessary facilities that are acquire by general people in their accommodation. Herein, three star
rating as preferable by customers in choosing their accommodation for stay. It is considerer as
average rating of services and offering offered by hotels.
Four star: A four star hotel services comes with expectationally well furnished en-suite
rooms, with central air conditioning, room and valet service, excellent restraints and cuisine and
other recreational facilities. Moreover, the location and environment of this hotels are suited with
international standards. This four star services are termed as best quality of hotel so people prefer
to choose as their offerings of product and services are of premium quality.
Five star: This is usually an internationally recognised branded hotels, offerings the
highest standard and luxuries in its premises with some of the finest architecture, ambience and
accommodations. It usually provides top range of class guest services provider. Herein, fiver star
are termed as best rating among all. Such as five star hotels are providing luxurious as well as
premium quality of product and services. So people can chooses according to their demand of
accommodation they are looking forward for their stay.
The above mention areare some of the examples of grading and classification of hotel
accommodation that are used by varieties of countries. As this grading system help customer to
choose best accommodation according their views of their observation.
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Moreover there are some online review sites that help an individual in booking best
accommodation services for them. The sites are trivago, travel insurance, trip-advisor and
booking.com are some of online suites that provides reviews to customer. Such as facilities
provided by a particular hotels. Furthermore, this online sites plays an important role in booking
accommodation with the help of grading system. Highest grading indicates a hotel is providing
greater facilities of product and services. Such as offering high and luxaries quality of offering
according to the need and demand of their customer's. Thus, this grading or rating system help
them to chosechoose their accommodation which they feel suitable for them.
P4 Organisation front office functions within variety of accommodation services provider
In hospitality industry front office plays a crucial role, that keeps a hotel operating and
profitable. Front office is busy before guest arriving, while guest areis there and even when the
guest had checked out. Herein, some of accommodation provider that are using front desk are
hotels, motels and home stay. The functions of front desk are discussed determine below:
Dealing with customer's: Front desk deals heavily in customer relations. If a customer or
passer-by has specific question, the clerk should be one to provide answer in clear and in
profession manner. Hilton group of organisation are providing front desk to their customers.
Such as if an individual required further assistance, then a front desk should able to be clear their
queries promptly and manage other additional information.
Facilitating visitors: The front desk operates as aan enter way for many business. Hostel
front desk services are taking care of check ins and check outs of its customers. They are
responsible for clearing out any queries. If an individual have in his checking time and others
such as in services they are offerings.
Managing payments: Front desk of home stay, also function as payment spots. This desk
will clearly provide print receipt when payment has gone through. Moreover, front desk clerks
often deal with payments in cash, checks and credit cards etc.
The above mention are front desk functions with reference to accommodation provider.
As front desk plays an important role in an hospitality industry as it help in clearing queries of
customer and providing them a better and pleasant stay in hotels.
P5 Key roles with front office in an organisation
The role and duties of front office in an organisation are quiet varied in nature. It
encompasses with many roles and responsibilities as acting liaison between the lodging
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establishment and guest as well community. Some of the key roles of front office that help an
organisation to meets its goals and objective are as follows:
Providing better services to customers: The front office of Hilton group plays an
important role in their businesses. They are providing better quality of services to their customer
such as helping them out if they are facing any kind or queries in their stay. If they are able to
provide better qualities of services, meeting up to the expectation of customer then they are able
to meet up their goals and objectives without any difficulties.
Solving Issues: It is role of front office of Hilton to solve issues of their customer if they
are facing during their stay. If issues are cleared out then its customer feel safe and secure as well
as enjoy their stay. Moreover, it is helpful for both customers and organisation in order to fulfil
their goals and objectives and maintain sustainability in hospitality industry.
Feedback: Feedback are very essential for an organisation as from this they are able to
know where they are lacking behind and need to improve it. The managers of Hilton are
appreciating feedbacks of their customers as they are able to about reaction of their product and
services they are offering to their customer's. Moreover, this feedback areis basis of
improvements in their offerings and help them to meet up their goals and objectives.
The above mention points are some of the key roles of front office of Hilton. This
rolesThis role help them in improving their services and help in attaining their goals and
objective of their businesses at world wideworldwide.
CONCLUSION
From above discussion it has been concluded that accommodation sector plays a vital
role in hospitality industry. The different types of accommodation help an individual to provide
better quality of services that an individual is looking in his/ her stay. Moreover, grading or
rating and classification system help an individual to select best hostel as per their need and
requirement by examining rating stars of a particular hotel. Furthermore, front office plays an
important role in an organisation to meet their gaolsgoals and objectives and remain
sustainability in hospitality industry.
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REFRENCESREFERENCES
Books & journals
Mok, C., Sparks, B. and Kadampully, J., 2013. Service quality management in hospitality,
tourism, and leisure. Routledge.
Shi, X. and Liao, Z., 2013. Managing supply chain relationships in the hospitality services: An
empirical study of hotels and restaurants. International Journal of Hospitality
Management. 35. pp.112-121.
Nickson, D., 2013. Human resource management for hospitality, tourism and events. Routledge.
Boella, M. and Goss-Turner, S., 2013. Human resource management in the hospitality industry:
A guide to best practice. Routledge.
Lashley, C., 2012. Empowerment: HR strategies for service excellence. Routledge.
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