Unit 7 : Managing Accommodation Services

This text appears to be an excerpt from a unit on managing accommodation services, part of a higher education course in hospitality management. The unit aims to provide students with a comprehensive understanding of the diverse accommodation services available to guests, including different types of accommodation providers, ownership and affiliations, classification and grading systems, and trends and technologies in the sector. The unit also covers the functions of the front office, housekeeping, facilities, and security within accommodation services. By the end of the unit, students should be able to explain the types of accommodation services available within the hospitality industry, discuss the role of the front office department, assess the contribution of the housekeeping department, and explore the role of facilities and security.

Unit 7: Managing Accommodation Services
Unit code K/616/1794
Unit level 4
Credit value 15
Introduction
The accommodation sector is one of the largest sectors in the tourist industry,
providing a wealth of opportunities for students to work within a dynamic and
diverse sector. Opportunities are growing for accelerated career advancement,
and positions in differing destinations and different types of establishments are
expanding.
The sector is an integral part of the hospitality industry and this unit will provide
students with a comprehensive understanding of the diverse accommodation
services available to guests. Students will gain an overview of accommodation
services, the different forms of ownership and classification systems. The functions
of the front office will be introduced and they will explore the role the front office
plays within accommodation services. The importance of housekeeping
management will also be assessed along with the facilities and security functions
of accommodation services.
Students will be able to identify trends and technologies for the sector and the
impact they have on the different functions, services and guest provisions.
124 Pearson BTEC Levels 4 and 5 Higher Nationals in Hospitality Management
Specification – Issue 2 – August 2018 © Pearson Education Limited 2018

Learning Outcomes
By the end of this unit students will be able to:
1. Explain the types of accommodation services available within the
hospitality industry
2. Discuss the role of the Front Office department within accommodation services
3. Assess the contribution of the Housekeeping department to providing
effective accommodation services
4. Explore the role facilities and security plays within accommodation services.
Pearson BTEC Levels 4 and 5 Higher Nationals in Hospitality Management 125
Specification – Issue 2 – August 2018 © Pearson Education Limited 2018

Essential content
LO1 Explain the types of accommodation services available within
the hospitality industry
Different types of accommodation services:
Different types and categories of accommodation providers
Global hotel chains and consortia
Serviced and non-serviced businesses
Different business purposes, objectives and supply of products and services
The size and contribution to GDP
Different business operating models e.g. low-cost model, the informal
accommodation model e.g. Airbnb
Scale and scope of accommodation services:
Luxury, mid-range, budget or limited service
The types of facilities found within each: restaurants, valet, concierge, private
dining, bars, banqueting and spas
Staffing levels within different types of accommodation providers
Ownership and affiliations:
Independently owned properties versus chain hotel management including
management contracts, franchises, and referral groups
Classification, grading and online guest review sites:
Different types of classification systems
Issues related to classification systems
The impact of online review sites e.g. TripAdvisor on accommodation services
The role classification, grading and review sites have on hospitality consumer
decision-making
Trends in accommodation services:
Digital and technological trends, themed and concept hotels, the move away
from traditional accommodation provisions
The effect of changes on the growth of industry brand development,
performance and profitability
The impact of digital technology on accommodation services:
Benefits to guests and accommodation properties e.g. increased level
of consumption and increased loyalty
The impact on service provisions e.g. using smart phone and tablets for real
time guest insights
126 Pearson BTEC Levels 4 and 5 Higher Nationals in Hospitality Management
Specification – Issue 2 – August 2018 © Pearson Education Limited 2018

LO2 Discuss the role of the Front Office department within
accommodation services
Front Office operational structure:
Functional areas of the Front Office: reservations, reception, guest services,
concierge and Night Audit
Front office organisational charts
Roles and responsibilities:
Different functional roles of the Front Office Manager, Reservation Manager,
Reception Manager, Guest services Manager, Night Audit Manager, and Head
Concierge
Front Office staff
The skills, qualities and competencies required for different functional roles
The importance of the role of Front Office services and the interrelationships
between the different functional areas
How Front Office operations relate to overall business mission and objectives
LO3 Assess the contribution of the Housekeeping department to
providing effective accommodation services
Housekeeping operational structure:
Role of housekeeping within different types of accommodation
services In-house versus contracted out housekeeping
Roles and responsibilities:
The key role and responsibilities of the Executive Housekeeper e.g. managing
HR concerns such as high turnover, recruitment, selection, training,
scheduling, budgeting and employee motivation
Managing a multicultural team
Managing and forecasting inventories:
Managing linens, uniforms, guest loan items, equipment, cleaning supplies
and guest supplies
Consumable versus non-consumable items
Forecasting stock levels and establishing operating par stock levels
Budget and control of expenses:
Operating versus Capital Expenditure budget
Actual costs versus budgeted costs
The impact of forecasted occupancy levels v actual occupancy levels on
the housekeeping budget
Pearson BTEC Levels 4 and 5 Higher Nationals in Hospitality Management 127
Specification – Issue 2 – August 2018 © Pearson Education Limited 2018

Controlling of expenses: operating expenses, specific area expenses and
purchasing
Security concerns and the role the housekeeping department plays in creating
safe and secure establishments
Guestroom cleaning:
Room assignments, inspections and turndown service
Room status codes
Daily cleaning, deep cleaning and maintenance of rooms
Rules and regulations concerning the use of chemicals and equipment
Environmentally-friendly procedures for sustainable housekeeping:
Green certified cleaning products, green detergents, energy efficient
washers and dryers, biodegradable guest amenities, water saving techniques
Integrating sustainable practices with guest loyalty schemes
Relationship between housekeeping and the other functional
departments found within accommodation services:
Front Office, Food and Beverage, Conference and Events
LO4 Explore the role facilities and security plays within
accommodation services
Roles and responsibilities:
Key roles and functions of Facilities Manager, Maintenance Engineers, Security
Manager, Security Guards
Maintenance:
Different types of maintenance, routine, preventative and scheduled
Cost implications of maintenance requirements
Room refurbishments and the importance of scheduling maintenance
to minimise disruption to guests
Relationship between maintenance department and the
housekeeping department:
How faults are communicated to the maintenance department
Work orders and allocation
Computerised maintenance management systems
Security:
Key card access, after-hours access to the property
Risk assessment security plans, alarms, camera systems, Health and Safety
and fire procedures
128 Pearson BTEC Levels 4 and 5 Higher Nationals in Hospitality Management
Specification – Issue 2 – August 2018 © Pearson Education Limited 2018

Learning Outcomes and Assessment Criteria
Pass Merit Distinction
LO1 Explain the types of accommodation services
available within the hospitality industry
P1 Identify the scale and M1 Evaluate a range of LO1 LO2
size of the accommodation different accommodation D1 Critically evaluate a
services found within the services and the range of different
hospitality industry implications of ownership accommodation services
P2 Explain the different grading, classifications and the role front office
and online reviews upon
forms of ownership plays in achieving
guests’ decision-making
available to positive grading,
accommodation services classifications and
P3 Discuss the role that, reviews to meet overall
business objectives for
grading, classifications guest satisfaction and
systems and online review profitability
sites play when potential
guests look for and book
accommodation
LO2 Discuss the role of the Front Office department
within accommodation services
P4 Explain the M2 Analyse how
organisation of front office operations of the front
functions within a variety office department within
of accommodation services a selected organisation
P5 Discuss the key roles meet the overall business
mission and objectives
within the front office
department for a selected
organisation
Pearson BTEC Levels 4 and 5 Higher Nationals in Hospitality Management 129
Specification – Issue 2 – August 2018 © Pearson Education Limited 2018

Pass Merit Distinction
LO3 Assess the contribution of the Housekeeping
department to providing effective accommodation
services
P6 Review the key roles M3 Evaluate the LO3 LO4
found within the relationship between the D3 Critically evaluate the
housekeeping department housekeeping department importance of
in a selected organisation and other key departments communication between
P7 Assess the importance in a selected organisation the housekeeping and
to provide effective quality
of forecasting linen stock facilities department for
accommodation servicesand other guest supplies to providing effective
ensure sufficient supply to quality accommodation
meet demand services that meet
P8 Illustrate the overall guest satisfaction
importance of
interrelationships between
housekeeping and other
key departments within a
selected organisation to
provide quality provision
and services
LO4 Explore the role facilities and security plays within
accommodation services
P9 Examine the M4 Assess the role
importance of scheduling maintenance plays within
maintenance or repair the accommodation
work to minimise services in ensuring overall
disruption to guests guest satisfaction
P10 Discuss the
importance of security
within a selected
organisation
130 Pearson BTEC Levels 4 and 5 Higher Nationals in Hospitality Management
Specification – Issue 2 – August 2018 © Pearson Education Limited 2018

Recommended resources
Textbooks
CASADO, M. (2011) Housekeeping Management. 2nd ed. New Jersey: John Wiley &
Sons.
HAYES, D. and NINEMEIER, J. (2016) Hotel Operations Management. 3rd ed.
Harlow: Pearson.
O’FALLON, M. and RUTHERFORD, D. (2011) Hotel Management and Operations.
5th ed. New Jersey: John Wiley & Sons.
VALLEN, G. and VALLEN, J. (2013) Check-In Check-Out: Managing Hotel
Operations. 9th ed. Harlow: Pearson.
Websites
www.boutiquehotelier.com Boutique Hotelier
Industry reports, articles and news
(General Reference)
www.hotelier.com Hotelier Magazine
News
(General Reference)
www.hotelierInternational.com Hotelier International
News and articles
(Research)
www.luxuryhotelassociation.org International Luxury Hotels Association
Publications, news, trends
(General Reference)

Links
This unit links to the following related units:
Unit 26: Revenue Management
Unit 27: Front Office Operations Management
Unit 37: Facilities Management
Unit 38: Concepts and Innovation in Hospitality