Unit 7 - Managing Accommodation Services Assignment

Unit 7 - Managing
Accommodation
Services

Table of Contents
INTRODUCTION...........................................................................................................................1
PART A ..........................................................................................................................................1
Introduction of hospitality industry and explanation of accommodation sector contribution....1
Different types of accommodation services and difference between commercial and non
commercial businesses................................................................................................................2
Forms of Ownership applicable to accommodation services......................................................4
Grading and classification system in Hotels...............................................................................5
Role played by Trip Advisor review sites when potential guest look for accommodation.......6
Functions of the front office and three different types of Accommodation provide by them....7
With reference to an The Imperial Torquay analyse the key roles of the Front Office
department in meeting the Imperial Torquay business objectives.............................................8
Role of accommodation services as well as the front office in achieving positive reviews ,
profitability and enhanced. .........................................................................................................9
PART B..........................................................................................................................................10
4 different key roles found within the housekeeping department in the imperial Torquay hotel
...................................................................................................................................................10
Evaluate the role of forecasting linen stock and other guest supplies in order to manage the
business efficiently....................................................................................................................11
Explain and evaluate the importance of maintenance and security in a selected organisation to
ensure overall guest satisfaction................................................................................................12
Include a conclusion that critically evaluate the importance of communication between
housekeeping.............................................................................................................................13
CONCLUSION..............................................................................................................................14
REFERENCES..............................................................................................................................15

INTRODUCTION
The hospitality industries have different fields and different types of categories. This
industry include drink services , theme parks ,food services lodging , transportation, traveling
and additional files in a tourism. This report will consult about hospitably services of hotel “the
Imperial Torquay and it will provide an introduction to the hospitality industry and explain the
accommodation sectors contributes to the industry. This report will evaluate the different types
of accommodation services found within the sector and file will distribute non- commercial and
commercial business differences, report will explain the example with the different forms of the
ownership applicable to accommodation services and also discuss the classification system. It
will also conclude role played by online sites and different functions of the front office and
include different types of accommodation providers , this report will going to analyze the key
role of the front office department in meeting the organizational business objectives. It will also
include role of accommodation services as well as the role of the front the front office. In the
Part B scenario this report will examine 4 different key role within housekeeping and evaluate
role of forecasting linen stock , it will also evaluate the impotence of the security in the Imperial
Toquay and in the last it will analyze importance of communication between housekeeping and
facility department.
PART A
Introduction of hospitality industry and explanation of accommodation sector contribution
Hospitality Industries
Hospitality industry cover the different categories and field. Those i8ndustries include
hotels services , event planning , restaurant services, tourism and many more categories come in
this industry. This industry depends on the availability of the disposable income and time. Some
units like hotels and restraint are consist with the different groups like fatality services or direct
operations like housekeeping , table services marketing and HRM (Camilleri, 2018). Hotels
provide private rooms and food services for their customers and for that services they have to
pay . They have contact with the tourism industries as well and most of the customers they get
from the this industry. They all hotels industry , restaurants and tourism etc. are interconnected
with each other.
Contribution of Accommodation in Hospitably serves
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In the hospitality industry accommodation plays important role and it is an important
component of this industry. It is charitable for the customers who need overnight
accommodation. And accommodation sector is closely associated with the Hotels , tourism and
restaurants. One of the most common accommodation in hotels. Basically it is defined as a
establishments and it offers to their customers overnight accommodation services and overnight
meals (Cezar and Ögüt, 2016). They are mainly focus on the travel and tourism. Hotels are the
one who provide private room services to their guest and they charge from them according to per
day. Tourism also provide accommodation services where tourist get overnight accommodation
services this all services are include in their package. Tourist have to stay somewhere during the
travel and tourism provide services like hotels food and many more accommodation services and
tourist have to pay them before their tour starts. Tourism company decide where they will live
and where they will eat their meal. Accommodation services they get according to their budget.
In a online sites also provide accommodation services people can book their hotels in areas
where they want stay and food services are also available in the in the online sides they can find
any restraint and they can seep the review of that restaurant and hotels, according to that they
can take services and get satisfaction. Luxury accommodations are hotels which people have to
pay more and they get better accommodation services there are many luxury hotels which
provide accommodation like food and private room and many facilities like room services and
many more and for that services they have to pay more then any other hotels or any other rooms.
Food are also expensive as compare to the other restraints (Che-Ani and Ali, 2019).
Different types of accommodation services and difference between commercial and non
commercial businesses
Hotels
Hotels provide accommodation and lodging to the large amount of the people. Mainly
hotels provide the private room attached with the bathroom and balcony, they also provide A.C
rooms and facilities like gym , swimming pools and food services . The cost of the hotels room is
based on the facilitates and services they are providing. In the luxury room many facilities
provided by hotels but some of them only provide the room services and private room to stay
because this all are depend on the standard of the hotel.
Bed and Breakfast
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Bed and breakfast are known as guest house where families and people can stay .those
guest house have only limited rooms. They provide a place where people can stay in warm and
better places (Contiero, and et.al., 2016). They get home cooked meals In the morning and
because of the side of guest house they can be more familiar and comfortable as compare to the
big hotels. People get room in less price and they get good in the morning and also get room
services and this is all depend on the how much they are paying.
Motels
The original name of the Motel is “ Motorists Hotel” and they mainly target on the
tourist and traveled come come after a long journey. Provide very less services they give parking
areas where they can park their vehicles. They are not much expensive and very very less
activates and this is just a place where traveler can spent a night off the road. Travelers stay for
one night and they go.
Difference between commercial and non-commercial business
Commercial Business Non Commercial Business
Commercial business are general businesses
activities
A commercial entity plays a important role in
the forward and future marketing
Commercial is an entity which working for
earn profits and end the end they profit is
distribute to the owner of the business
(Fouad, Hussein and Attia, 2016).
Solo proprietorship in the commercial and
business is owned by any individual and
some employees works under him and he
is the only owner of the business
Partnership also come under it in which more
then one person sign in a legal document
and they share equal profit.
They do not work for profit and in the end of
the financial year they distribute profit to
the owner of the business
non commercial entity does not involve
commerce
they are non- profitable organization they do
not earn any profit
they makes reserves and pays employees tax
Non- commercial business are owned by the
state local government and national
government.
They sell product to the other business and and
to consumers.
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Forms of Ownership applicable to accommodation services
Basically there are 4 types of the hotel Ownership which are Franchise ,privately owned ,
managed and leases and the lessor will be stipulate a minimum rent , it can also include total
revenue for operating rent.
Franchise Models
Franchise
A franchise hotels have advantages as well as disadvantages. Those hotels are totally
depend on the brand name. If the brand hotel lose the reputation on the market then other
franchisee of the hotels will also affect on their business. The owner of the hotels are depend on
its brand name (Fouad, Hussein and Attia, 2016).
Leased
In the leased ownership the main owner of the hotel give his hotel to the anyone else and
that person only operate all the function of the hotels. The main owner of the hotel take profit or
otherwise they take rent of the hotel. Owner have only building and they charge for that
particular building. They make an agreement in which all the rights are given to that person who
will operate that hotel. Owner will only take rend. They do not have any role in lose of the hotel
they only take rent
Private Owned and Operated
In this types of the ownership owners gets the freedom, but they have bigger risk as well.
The owner of the hotels take the decision for third staff and all the growth and operational
structures. In this ownership they do not have benefits of its brand name. All the resources must
be build from the ground up.
Managed
Trends for the new hotels are to open franchises of the existing hotels are the existing
hotels frequently go for the manage route (Garcia, and et.al., 2017). In this the private hotels
partnership with the hotels who have reputation in the market and brand name. The privat5e
hotels take franchise of those hotels. The managing hotels takes the days to day operation of the
business and rarely lends its brand as well . Managing hotels care only royalty and it is based on
total revenues.
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Grading and classification system in Hotels
Hotels rating shows the quality provided by the hotels. People chose hotel according to
the services they want if they want normal services and average quality then they will go for low
rating hotels. There are variety of the rating and grades are used by the hotels all around t5he
world. They use star system and the grater the stars more luxury and expensive hotels will get to
the customers. High stars hotels give every services like food , entertainment view of the hotels
all depend on the stars. Some of the hotels use later grading from the A to F such as hotels and
motels . This system use the term as deluxe and luxury.
Overview of the criteria according to the star rating
5 star hotels
this type of hotels are very expensive and their gust can enjoy the expensive services of
the hotels. Customer of those hotels gets quality food , expensive private room and highly
professional services (Hansen Henten and Maria Windekilde, 2016). Mainly businessmen and
popular criticality stay in those hotels and this hotels are highly expensive.
4 star Hotels
This hotels give deluxe experience to their gust they are also expensive and they give
quality services to their customer and they can enjoy services. They will provide whatever guest
want , food services and swimming ser4vicess are also included.
3 star Hotels
This are average hotels in which gust can get average facilities. Facilitates are limited and
charges of the hotels are affordable. Design of the hotels are not that attractive and middle class
families commonly stay on those hotels. They get breakfast and facilitates like room services etc.
which can be OK for the customers.
2 star Hotels
this are low grade hotels and typically guest get services. They are affordable hotels and
people who just want to stay and they do not want quality services can stay in those hotels.
Changes of the hotels are depend on their competitive and season (Jenkins and Poole, 2017).
Season time they take more charges and when they are getting lose then they decrease the price
of the rooms. Facilitates like air condition rooms and room services are rarely get to the
customers.
1 star Hotels
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They give very budget services and rooms are not clean and well maintained. They give
securities to their guest. Price of the room are very low anyone can come and stay. They just
take fee from the gust for their stay.
Role played by Trip Advisor review sites when potential guest look for accommodation
Trip advfise3r is the most popular online review site which provide a proper review of
the hotels and give suggestion to potential customers who are looking for online hotels. They are
the success behind any hotel and they give honest reviews of the hotels.
Accessibility
Trip advisor is an online review sides and apps are also available for customer.
Customers can access this app in their mobile and get honest review of the hotels they want to
stay. They give honest reviews to the potential customers
Decision making
this side is important for customers in the decision making. Because if they are confuse
about the hotels then they can see the review of the best hotels and according to that they can
choose any hotels (Karlsson and Skålén, 2015). Many customers are satisfy from the review
provided by this site.
Feedback
they provide a feedback from the customers who stay in the hotels and that feedback they
upload in their sides. People who want to see the feedback of any hotels they can see the
feedback on their side. Feedback helps customers a honest review from the others who already
stay in that particular hotel and according to that they can take their decision
Ratting
Ratting is given to any hotels according to their guest reviews and the actuality services
they are providing. Trip advisor give them a rating according to their quality services and their
guest satisfaction. High rating means that hotel is giving better services and they one of the best
hotels , low rating means they are average and they are not giving that much facility or otherwise
their gusset are not satisfied from the services given by that particular hotel.
Customer services
If anyone want a proper review and they are not satisfy with the reviews then they can
feel free to talk with the customer executives of the Trip Advisor (Lee, Jeong and Lee, 2017).
They will try to support them and they will give proper details about hotels they want to stay.
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They will clear every doubt coming in the customers mind and they very supportive they will
not give fake reviews to the customers.
Functions of the front office and three different types of Accommodation provide by them
Front office is an one of the most valuable department in the Imperial Toquay the focal
point of the activities are done withing the resorption desk of the front office. It is a place where
guest of the hotel make their first impression of this hotel. It is also a place where customers of
the hotel communicate with the receptionist (Melián-González and Bulchand-Gidumal, 2016).
The make profile of the customers and they give the keys of the hotel rooms and whenever guest
want any facility they can call on the reception and the receptionist sent staff to the customer
room
Accommodation provided by the front office
communication- customers can communicate about the hotel in the front office they
will give every single information about hotels and their they can give their review as well. If
guest are having any problem then they can communicate on the reception and they will solve
the problems.
Dealing with the customers- the main n function of the receptionist is to deal with the
customers and make a good relationship with them. If any customer have any problem and any
specific question then they have to provide answer of it and solve their quarry in a professional
manner . They have to provide facilitates like cost of the room and all quarry they have to solve .
If the customers have any question about hotel they have to answer if they will not stay then also
they have to answer (Minh And et.al., 2015). when an individual request for an assistance then
they have to direct them and give them a guidance.
Welcoming Guests- One of they most important function of the front desk receptionist
and their worker is to help guest and make them feel good when they reach to the hotel. They
have welcome them and and ask for the water and tea. They have to give them a comfort and tell
them to have a seat. If they will welcome their guest then it will increase the reputation of the
hotel and if they will come that place next time then they will surly stay in this hotel only
because first impression of the hotel matter a lot. It is important for them to welcome their guest
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With reference to an The Imperial Torquay analyse the key roles of the Front Office department
in meeting the Imperial Torquay business objectives.
Front office department generally, means a common or particular area of the business
organisation where the visitor or customer arrives and first interact with the staff at a place of
organisation (Prayag and Hosany, 2015). Front office department is relevant to a service
delivery system. Front office department is commonly also known as the reception of the
organisation. It is the most visible department in the hotel and it is the first and last point of
customer contact with the imperial Torquay, it is a communication centre of the imperial
Torquay. Front office department of the imperial Torquay include the reception and front
desk, sales and marketing , reservation and housekeeping, An imperial Torquay manager, human
resources manager , one or more receptionist , assistants or secretaries, registration section ,
information and front officer cashier. Front office department is the part of the lobby area of the
imperial Torquay but the lobby are of the imperial Torquay is not a part of the front office
department According to the imperial Torquay hotel of the UK there are the various key roles of
the front office department in meeting the imperial Torquay business objective which are briefly
discuss under this-
 Front office department of the imperial Torquay hotel deals with the customer or visitor
of the imperial Torquay, the front office department of the hotel answer the all customer
queries related to the cost of the rooms , facilities provided, check in or check out time
etc of the imperial Torquay and always greet every visitor or customer who passes
through the front office department of the imperial Torquay (Pugacheva, and et.al.,
2016).
 Front office department of the imperial Torquay always welcome there each and every
customer , guest or visitor of the imperial Torquay . Ambition of front office department
the imperial Torquay to give customer or guest a feeling of the security and security.
 Front office department of the imperial Torquay answer the each and every calls which
receive on there department usually they receive the calls related to the booking or
cancellation of the rooms this department of the imperial Torquay centered around the
telephone calls .
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 Front office department of the imperial Torquay do the reservation for the guest, front
office department are the responsible for the reservation made by the customer from the
different mode and helping customer with their luggage (Punjaisri and Wilson, 2017).
 Front office department of the the imperial Torquay manage the payments of the guest or
customer of the imperial Torquay hotel all the billing or payment work of hotel is done
at front office department of the imperial Torquay, front office department provide the
receipt of each transaction or payment to there customer or guest.
Role of accommodation services as well as the front office in achieving positive reviews ,
profitability and enhanced.
Both the role of the accommodation services and the front office is performing important
function in achieving the positive reviews , profitability and enhanced. It provides the
opportunity for the visitors of the imperial Torquay hotel to stay in for long time,
accommodation forms a base for the visitors of the imperial Torquay hotel. Generally role of the
accommodation services attracts the customers and provide them a good accommodation
services which are core element of the hospitality industry. Accommodation is the most
important sub sector of the hospitality industry, accommodation services are the integral part of
the overall hospitality infrastructure , without accommodation services visitors or customers
don't visit the imperial Torquay hotel (Sari, Bulut and Pirnar, 2016). On the other hand the front
office is playing a vital role in achieving the positive reviews and profitability from the customer
of the imperial Torquay hotel, basically there are some common role which are present by the
front office in achieving and performing their task and services such as management role of the
imperial Torquay hotel,managing customer experience, staff supervision and planning, managing
payments, answering and solving every queries of the customer related to the imperial Torquay
hotel.
PART B
4 different key roles found within the housekeeping department in the imperial Torquay hotel
Housekeeping means the process of the cleaning, cooking ,maintenance, shopping and bill
payment . Different job roles of the house keeping department of the imperial Torquay hotel are
 Executive house keepers - This is one of job role of the housekeeping department of
the imperial Torquay hotel , under the executive house keeper job role the housekeeping
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department is responsible as well as accountable for the aesthetic upkeep , maintenance ,
security and cleanliness of the imperial Torquay hotel.
 Assistant laundry manager - Under this job role the housekeeping department are the
responsible for all laundry operation of the imperial Torquay hotel (Senyo, Effah and
Addae, 2016).
 Director of house keeping – House keeping department of the imperial Torquay hotel
perform a job as a director of the house keeping under which he direct his hotel manager
and other staffs of the imperial Torquay hotel regarding there particular work that is
cleaning , maintenance and control under the hotel.
 Housekeeping manager - As per this job role of the housekeeping department they
perform there job as the house keeping manager under which they take all managerial
decision in terms of the housekeeping of the imperial Torquay hotel and make
managerial control over the staffs of the imperial Torquay hotel (Tang, Wang and
Tang,2015). Housekeeping manager concentrate on all the services of the hotel such as
care and comfort service,guest satisfaction service etc.
Interrelationships between housekeeping and other key departments to provide quality
provision and services.
Housekeeping department are generally interrelated with the all other department of the
imperial Torquay hotel. Housekeeping department act as a center of all other department. It
maintain directly and indirectly relation with all other major department of the imperial
Torquay hotel. Interrelationship with front office,security department,human resources,
maintenance department, laundry,kitchen and store. some of the housekeeping relation with other
department are briefly discussed below:
 house keeping interrelationship with the front office department of the imperial
Torquay hotel – According to this interrelationship of the housekeeping and front office
department of the imperial Torquay hotel both the department are depended on each
other like housekeeping department clean, maintain and prepare the rooms of the hotel ,
after preparing the rooms by the housekeeping department the front office department
of the imperial Torquay hotel sales (Viglia, Minazzi and Buhalis, 2016).
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 House keeping interrelationship with the security of the imperial Torquay hotel – This
relationship is explain such as the imperial Torquay hotel spent lots of money to
ensure the privacy and security of the imperial Torquay hotel, the customer or guest of
the imperial Torquay hotel take advantage of the privacy that is the private room by
performing illegal activities inside the private room of the hotel the housekeeping
department have to be alert regarding the illegal activity and inform the security
department of the imperial Torquay hotel regarding that illegal activity going under the
room.
Evaluate the role of forecasting linen stock and other guest supplies in order to manage the
business efficiently.
Forecasting of the linen stock is the important for the imperial Torquay hotel, it is correct when
its come to the supply chain management of the hotel. Forecasting of linen stock in the imperial
Torquay hotel helps to ensure that hotel have large supply to satisfy the guest or customer of the
hotel. The imperial Torquay hotel uses sophisticated software to forecast the demand, high
inventory due ti overestimation of demand the imperial Torquay hotel is overestimates demands
its end up with more inventory than it needs this increase hotel labor and storage cost.
On the other hand it is important for house keeping department of the imperial Torquay hotel
to prepare the guest or customer rooms and other places of the hotel. Housekeeping department
of the imperial Torquay hotel do the various supplies to the guest or customer in the hotel which
helps the hotel to run there business efficiently (Wanyama, 2016). The imperial Torquay hotel
business runs efficiently in case when the services which offers by the hotel to their guest or
customer which satisfy their need. In order to manage The imperial Torquay hotel efficiency
the housekeeping department need establish those supplies are kept in the customer room while
preparing the rooms in the appropriate and in the good condition.
The imperial Torquay hotel supplies for the customer or guest rooms for the satisfying
customer needs to the smooth or efficient running of the hotel :
 Furniture - it includes bed ,sofa, tables , bed sheet, dressing table, center table , center
table , wardrobe with locker etc
 Housekeeping department of the imperial Torquay hotel provide guest rooms with
bedside supplies such as it include non slip mats on both side of the bed. Bedside table
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supplies for example telephone and important contact information of the imperial
Torquay hotel such as reception, restaurants and laundry.
The imperial Torquay hotel provide customers rooms with the center table supplies, clothing
care service, hotels tray, mini-bar service supplies, writing desk supplies and any more these are
the some list of supplies for customer rooms for satisfying there needs to run the hotel smoothly
and efficiently.
Explain and evaluate the importance of maintenance and security in a selected organisation to
ensure overall guest satisfaction
Maintenance and security are the both important part of the imperial Torquay hotel in the UK.
Generally hotel without the security facilities of the hotel infrastructure, customer, staffs etc As
well as the maintenance of the hotel is not up to the mark are meaningless. Maintenance and the
security are the important sector of the imperial Torquay hotel, both security and maintenance
are playing important role in the imperial Torquay hotel of the UK. Importance of the security
under the imperial Torquay hotel to ensure overall guest satisfaction such as the customer or
guest who visit or arrive the imperial Torquay hotel with the common thought that they will be
safe and secure with their stay at the imperial Torquay hotel as per the different thought of
customer or guest regarding the security it is important to look the imperial Torquay hotel
staffs , infrastructure , assets are secure and protected, it is very important for the imperial
Torquay hotel to have a proper security system in the hotel to secure the lives of the staffs,
customer , physical resources or infrastructure of the hotel etc (Robinson and et.al., 2016). The
imperial Torquay hotel take care that security and safety system covers the following areas to
ensure overall customer or guest satisfaction in hotel such as :
 protection and safety of the customers or guest from the hotel crimes. For example health
hazards from outsiders, abduction from outsiders , murder , robbery, food poising.
 Security and safety of guest or customer of the imperial Torquay hotel, provides good
equipment to customers of the hotel for their luggage security. Equipment like bell hop
trolley and luggage trolley.
 The imperial Torquay hotel provides their staffs locker facility to keep there valuable
things secure , insurance which helps or secure their loved-ones or belongings , the
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imperial Torquay hotel also provides there staffs protective shoes, cloths and fire fighting
drills etc.
On the other hand the imperial Torquay hotel take care of the maintenance of the hotel to ensure
the overall customer satisfaction in hotel such as :
building maintenance and the room maintenance of the imperial Torquay hotel helps to preserves
the property. Proper maintenance of the imperial Torquay hotel allows the owner to save his
thousands of the dollars in the log run. With the good maintenance of the rooms under the
imperial Torquay hotel attracts the eyes of the many customer and ensure overall customer
satisfaction in hotel. Good and proper maintenance of the hotel helps to attract large number of
customers.
Include a conclusion that critically evaluate the importance of communication between
housekeeping.
Communication process is playing important role in the housekeeping department and other
department of the imperial Torquay hotel for providing effective quality accommodation services
which overall meet guest or customer satisfaction. Communication is needed in the every stage
of the hotel without communication nothing is possible. Communication between the
housekeeping and other department of the imperial Torquay hotel leads to facilitates co
ordination among all department of the imperial Torquay hotel this coordination between all
department helps the imperial Torquay hotel to provide effective services to their customer or
guest which meet the customer satisfaction (Rauch and et.al., 2015). Communication between
the housekeeping and other department of the hotel it makes the smooth and efficient working
environment for the staffs of various department of the hotel such as human resources, front
office , maintenance, laundry and store etc. smooth and efficient working environment assure the
imperial Torquay hotel to provide effective accommodation services to the customer or guest of
the hotel. Effective communication between the various department of the imperial Torquay
hotel saves a times and effort it increase the productivity and accommodation service's of the
hotel as well as it reduces the cost. Communication between the housekeeping and the purchase
department , purchase department helps housekeeping for purchasing various items.
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CONCLUSION
Under this report briefly discussed about information related to the managing
accommodation services and provide guidelines related to the hospitality industry. This report is
divided under two part. In part A it is concluded that the explanation related to the how
accommodation sectors contributes to the industry, distinguish between the commercial and non
commercial business, explained about the different forms of the ownership applicable to
accommodation services, function of the front office with references to three accommodation
provider and role of the front office department. In Part B of this report it is concluded that role
of the forecasting and other supplies, importance of the maintenance and security in the imperial
Torquay hotel and interrelationship between the housekeeping and other various department of
the organisation. It is also analysis under this report that how communication playing important
role among all the department of the imperial Torquay hotel to provide the effective
accommodation services that meet overall customer satisfaction.
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