The Accommodation Industry and You

This document explores the scale and size of accommodation services within the hospitality industry, different forms of ownership, and the role of grading, classification systems, and online review sites in attracting customers. It also discusses the functions of the front office and housekeeping departments. The document focuses on Rosewood London, a five-star hotel in England, United Kingdom.

THE ACCOMMODATION
INDUSTRY AND YOU

TABLE OF CONTENT
INTRODUCTION...........................................................................................................................1
PART A...........................................................................................................................................1
Scale and size of accommodation services within hospitality industry.......................................1
Different form of ownership available to accommodation services............................................2
Role that grading, classification systems and online review sites play in attracting customers..3
Front Office Functions.................................................................................................................4
Key Roles Within Front Office Department................................................................................4
PART B............................................................................................................................................5
Key Roles Found Within Housekeeping Department..................................................................5
Importance Of Forecasting Linen Stock And Other Guest Supplies To Ensure Sufficient
Supply To Meet Demand.............................................................................................................6
Importance Of Interrelationships Between Housekeeping And Other Key Departments...........6
Importance of Scheduling Maintenance or Repair Work To Minimize Disruption To Guests...7
Importance of Security.................................................................................................................7
CONCLUSION................................................................................................................................8
REFERENCES................................................................................................................................9

INTRODUCTION
Hospitality industry is providing the customers with services like food, drink and lodging
which is there to satisfy the needs and demands of the customers. They are proving the
customers with luxury, comfort, enjoyment and pleasure. The hotel industry has been chosen in
this report is Rosewood London which is a five star hotel accommodation and is situated in
England, United Kingdom. There are 262 rooms in the hotel with 3 restaurants and 7 floor
building so that the customers can get the best of services.
Report would cover size and forms of ownership which is found in this industry and the
varies roles and functions of front office and housekeeping in the industry. There is an
explanation of the interrelationship between all the departments in the hotel industry and
maintenance roles of the accommodation services so that the guests can feel safe and
comfortable in the hotel.
PART A
Scale and size of accommodation services within hospitality industry
Hospitality industry provides services according to the income level of the customers and
effectively utilizing the leisure time so that there is a satisfaction of customers expectancy. It is a
very important industry in the market because the customer like to travel and providing shelter to
them is very necessary for them which is very good for time and money effectively. There is a
lot of factors which are considered in Rosewood hotel which is by providing the best of
infrastructure and amenities to the customers so that the large number customers can like the
services. There are different types of accommodation services which are provided to customers
which are hotels, motels, home stay, holiday homes and luxury lodges. Motels are for those
customers who are travelling from one place to the other and want to stay in the middle for rest
so that they can continue their journey which has cooking facilities and television. On the other
hand there are luxury lodges which are having facilities like spa treatment, private golf fields for
the travellers but this is a very expensive experience which not all customers can afford. Whereas
hotel can provide both the facilities and are affordable for the large number of customers because
they provide the customers with bedroom, free Wi-Fi, good location, etc (Davies, 2019). kind of
facilities which is going to satisfy the customers the most. There are a lot of stylish facilities
which are being provided in Rosewood like flat screen, décor, free Wi-Fi, iPod duck, espresso
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coffee machine and more. Rosewood is famous in this industry for providing the customers with
luxury and world- class services to the customers, 24 hours room dining, valet parking and twice
daily housekeeping facilities are provided to the customers. Hospitality industry is 4 largest
employers and contribute to double that of economy as whole that is 5.9%. Various level of
services in hotel industry are: Luxury service: Rosewood is providing world-class services which targets for business
executives and celebrities. Mid range service: The services are modest and are sufficient so that they can attract
more customers who are travelling in the hotel.
 Limited services and budget: The hotel emphases on facilities like comfortable, clean and
inexpensive rooms so that the hotel can satisfy the minded travellers as well (Benítez-
Aurioles, 2018).
Types of facilities found in hotel are: Restaurant: There are outdoor barbecue areas, conference rooms and self catering kitchen
or lounges which are present in the hotel.
 Valet: There are free car parking facilities which are provided to the customers by the
hotel so that the satisfaction level of the customers can increase.
Different form of ownership available to accommodation services
There are two types of ownership which are present in the accommodation industry
services which are independent and chain are two basis kinds of hotel.
Independent owned properties
They have a limited market share when there is independent operation functioning in the
hotel services. They have many employees they have a vast range of accommodation, food and
beverages (Korže, 2018). For example, Private owned hotel are owned by individuals which
have a very autonomy kind of management in the decision making which is required in the hotel.
Another example is that there are management which are hired because there is a lack of
experience in the field is the managed hotel chain.
Chain hotels management
These are operated by single operation and has a unique style of management which is
present in a lot of different locations in the world (Harkison, 2017). For example, Franchises can
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have the owner name as the name of the chain, logo and management protocol by paying fee to
the regional or nation chain in the world.
Role that grading, classification systems and online review sites play in attracting customers
 Classification System
Types and range of offering which the accommodations make the customers classify the
hotels and then categories on the basis of particular criteria. The basic classification of
accommodation services is done on flats, luxury lodges, home stay, hotels, houses, etc (Pappas,
2017).
 Grading
The customers can grade the accommodation on the basis of the experience they have had
in the hotel and the facilities which were provided to them. The symbols which are used for
grading are stars, 4-5 stars are given to those who have given the customers with the best of
accommodations and services to its customers.
Impact of online sites on accommodation services
There is a great impact of online sites on this industry because the customers now take
reviews and view the places beforehand online before booking the hotel. There are a lot of hotel
chains which have got online because the customers can easily get attracted to the sites and the
hotel can make more revenue than before (Nieves and Quintana, 2018). There are comparing two
hotels in the same location or same city which is also available for the customers so that they can
choose their stay accordingly which is a very important factor for them. There are a lot of
customers who trust the review online and then that can impact on the quality of customers
which come in the hotel. Innovations and adding services which are expected from the customers
can be a great advantage for the hotels so that they can get a competitive advantage for a long
run in market.
Roles played by classification, grading and review sites
Classification, reviews and grading the sites online is affecting the hotel accommodation
industry majorly which influence the customers bookings. By classification the customers are
being able to choose the right requirement and expectation from the hotel so that they can have a
better stay. There are prices, facilities and all the other details which are provided to the
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customers so that they can have a better stay in the hotel and the hotel will be able to provide
with the required expectations of the customers (Gavin, 2016).
Front Office Functions
The first interaction of the customers in this industry is with the front office or reception
which makes its first impression on the customers. Any troubles which are being faced by the
customers and fulfilling the expectations of the customers is done by the front office. Guiding
and making the customers have a comfortable stay and experience is made sure by this
department (Özdemİr and Yılmaz, 2016). Front office includes reservations, reception, guest
services, concierge and night audit. Functions of the front office is to make sure that the
customers enquires regarding anything about the city or the stay in the hotel are being cleared so
that they can have a better experience. Customers check- in and check- out are done by the front
office and any requirements of the customers is entertained by this department.
Front office has to make all the departments work as one and make sure that the
customers are getting the best of experience in the hotel so that the customers want to travel to
this industry again and again. Housekeeping has to be checked by front office that they are
providing the customers with the right expected services. Night auditors have to present the
reports to the management of Rosewood London so that the decisions can be made by the
management accordingly and the functioning of the hotel is smooth. In case of any mishaps in
the hotel then the customers will directly blame the front office and that must not take place in a
hotel like Rosewood because the portfolio of the hotel is clean and over years they have a
respectable place in market. Communication between the customers and the different
departments is done by the front office which is another very important function of front office in
Rosewood.
Key Roles Within Front Office Department
There are different managers in front office and the roles and responsibilities are divided
so that they can have a better functioning and faster results. The different managers are reception
manager, reservation manager, night audit managers, guest service manager, head concierge and
front office manager (Liow, Chong and Yee, 2018). The further report is going to discuss the
functioning of all the different managers in Rosewood.
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 Front office manager
There is a training which is required by the front office and proper skills which are
required so that the hotel can have a friendly environment which is going to reflect on the guests.
There is a schedule which is provided by the manager of the front office so that there are better
functioning of the front office and make the most for the customers. There are expectations of
the customers which have to be met so that they can have a better functioning for themselves.
Managers of the front office has to motivate their teams from time to time so that the best can
reach the customer.
 Reception manager
The impression on the guests is made by the reception staff because those are the first
faces which are seen by the guests (Carrera and Torres, 2017). The reception has to make sure
that the rules and regulations of the hotel are being followed so that the customer satisfaction
level is high. Arrival and departure is taken care by the reception so that there is a better
functioning of the customers.
 Head concierge
The concierge of hotel have to fulfil all the enquires of the customers from time to time
so that they can make the customers have a better satisfaction level. Impressions of the guests
can be improved if the concierge is putting in their best and the right suggestions are being given
to them so that they can function better.
 Night audit manager
Reports have to be made by them so that they can have a better functioning and decision
making by the management of the hotel so that there is a better functioning and the customer's
satisfaction can be high. Night audit has to make sure that the satisfaction level and the standards
of the hotel is good so that the customers so want to travel using the same chain.
PART B
Key Roles Found Within Housekeeping Department
Housekeeping has to make sure that the hotel is functioning smoothly and the customers
are getting what they expect out of the hotel so that there is a better functioning for themselves.
Rosewood is having a very strong housekeeping department which is why they are being able to
meet the demands and expectations of the customers. There are 262 rooms in the hotel which
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have to be managed by the housekeeping department therefore the requirement of equipments is
huge in the hotel (Tolušić, Randelj and Marković, 2018). There are proper schedules and timing
which have to be given the housekeeping department so that they can have a better functioning
for themselves and make the customer shave a good experience with the hotel.
Rosewood is a five star hotel therefore they have to be even more organized so that the
customers are satisfied and the company can maintain there standards in the market. There are
extra facilities which are given to the customers of the hotel like renovation, laundry, services,
interior designing, etc. The uniform of the employees is maintained by housekeeping and the
impression which the hotel makes on the customers is so wonderful that the customers want to
come again and again to this hotel. The environment of the hotel is comfortable and friendly
which is why the hotel does not have to promote themselves on large scale.
Importance Of Forecasting Linen Stock And Other Guest Supplies To Ensure Sufficient Supply
To Meet Demand
There is a stock of linens and the stores so that they can make the decisions accordingly
and the guests are comfortable with their stay in the hotel. There should be no unnecessary
spending in the hotel so that there is a cost cutting which is going to be very helpful for the
organization to function better (Wessels, du Plessis and Slabbert, 2017). Most effective measures
have to be found and improve the functioning of the hotel because there is a lot of pressure on
the housekeeping and the expectation are met by the housekeeping of Rosewood.
There has to be good investment in the hotel so that it can be used where and when
required so that the hotel can have a good profit in the market and if helpful for them. There are a
lot of equipments which are required in the hotel so that there is a better functioning and a faster
functioning for themselves. There has to be faster functioning so that the customers do not have
to keep waiting so that they can be satisfied and have a better impression of the hotel. This is
done so that the hotel can have a good impression and result has to be good and this will help in
effective steps can be taken.
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Importance Of Interrelationships Between Housekeeping And Other Key Departments
It is very essential for the housekeeping department to have a better interrelationship with
all the departments of the company so that there is a better functioning of the hotel. This will
make Rosewood achieve their objectives and aims from time to time.
 Housekeeping and food and beverages
Housekeeping and food and beverages have to work together so that they can present the
best of services to the customers who are stay at Rosewood. Linen and uniform is taken from the
housekeeping department so that there is a maintained standard of the customers in front of the
guests of the hotel (Glen and Mearns, 2018). There has to be a good relationship between the two
so that the accommodation can give their best to the guests.
 Housekeeping and front office
There are extra privileges which are asked by the guests which the front office and the
housekeeping have to work together so that there is a better functioning for themselves. There
has to be a strong communication between the two departments so that the best result can be
given to the guests.
 Housekeeping and events/ conferences
The housekeeping has to make the conference and events a success by setting up the area
according to the standards of the hotel. There has to be clean environment and clean linens and
uniforms of the employees so that the impression of the guests on the hotel is good which is
being maintained by Rosewood hotel.
Importance of Scheduling Maintenance or Repair Work To Minimize Disruption To Guests
There are a lot of changes which are taking place in Rosewood hotel from time to time
which is why the housekeeping and the front office have to work together so that there is a better
functioning of the hotel. Interiors have to be repaired or changed according to the customers
needs, demands and expectations sop that the hotel can maintain their standards (da Silva and
Mendes Filho, 2016). Repairing in Rosewood takes place in the months of November to
February because tin winters the customers do not come in the hotel much and there should be
no disturbance to the customers. It is very important for the hotel to fulfil the customer needs and
also have a better impression on the customer but not by disturbing them or making them have a
bad experience in the hotel.
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Importance of Security
It is very essential for the organization or hotel to make their guests feel safe and
comfortable in the stay they are putting up with them. Healthy environment in the hotel must be
made so that they can have a better functioning for themselves so that they can make the most
from that factor. Rosewood has taken a lot of measures so that they can provide the customers
with the best stay with them which is but putting alarms, cameras and other measures so that the
customers can roam in the hotel freely. Promotions of Rosewood is not done because of the
image they have built for themselves over years which is a very good factor for them. There are
checks which are kept on the customers coming in and going out of the hotel so that if any
mishaps takes place in the hotel then they can freely answer them (Çetİntürk, Adıigüzel and
Demİr, 2016). Over years there are best of measures which are taken by the hotel so that the
customers can feel comfortable and safe and make the customer to keep travelling with the same
chain. Fire procedures and safety instructions are given to guests beforehand and also in the
rooms so that they can find it easier if there are any emergencies in the future.
CONCLUSION
From the above report it can be concluded that there are a lot of expectations which the
customers have from the accommodation industry which they have to match so that they can
make the customers have a better stay and comfortable experience. There are a lot of
improvements in this industry like the online reviews and booking so that the customers can find
easier ways to plan their trips and have a better experience. There is an interrelationship which is
required in all the departments of the hotel so that they can function smoothly, effectively and
efficiently.
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REFERENCES
Books and Journals
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accommodation. Tourism Economics. 24(3). pp.237-250.
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restoration and social and environmental perception of the local communities of the
northeast of the metropolitan district of Quito of the province of Pichincha-
Ecuador. TURyDES: Revista Turismo y Desarrollo Local. 10(22).
Çetİntürk, İ., Adıigüzel, O. and Demİr, C., 2016. The capability of innovation as a resource for
sustainable competitive advantage: a case study on five star accommodation
establishments. Anatolia: Turizm Arastirmalari Dergisi. 27(1). pp.25-42.
da Silva, G.L. and Mendes Filho, L., 2016. Online travel agencies: the perception of different
consumer groups of means of accommodation. Cultur: Revista de Cultura e
Turismo. 10(2). pp.49-55.
Davies, J., 2019. From severe to routine labour exploitation: The case of migrant workers in the
UK food industry. Criminology & Criminal Justice. 19(3). pp.294-310.
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Glen, N. and Mearns, K., 2018. Defining Small Accommodation Establishments: employing
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Harkison, T., 2017. The importance of the human touch in the luxury accommodation
sector. Research in Hospitality Management. 7(1). pp.59-64.
Korže, S.Z., 2018. AIRBNB: sharing economy or" informal" tourism accommodation business?.
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(THI2018), Trends and challenges, Opatija, Croatia, 26-27 April 2018 (pp. 479-489).
Faculty of Tourism and Hospitality Management, University of Rijeka.
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accommodation businesses: aligning strategic entrepreneurship orientations with
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Pappas, N., 2017. The complexity of purchasing intentions in peer-to-peer
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Tolušić, E., Randelj, J. and Marković, D., 2018. Legal frameworks for providing hospitality
services on family farms with emphasis on campsite-Robinson accommodation. In 5.
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na Muri, Croatia, travnja 2018. Glavna tema: Inovacije, sigurnost i održivost u razvoju
društva, Svezak 1. Zbornik radova (pp. 123-127). Međimursko veleučilište u Čakovcu.
Wessels, W., du Plessis, E. and Slabbert, E., 2017. Key competencies and characteristics of
accommodation managers. SA Journal of Human Resource Management. 15. p.11.
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