Managing Accommodation Services in The Scotsman Hotel

MANAGING
ACCOMMODATION
SERVICES

Table of Contents
INTRODUCTION...........................................................................................................................3
MAIN BODY...................................................................................................................................3
Front office and its functions.......................................................................................................3
Role of front office in The Scotsman Hotel.................................................................................4
Role of housekeeping department in The Scotsman Hotel..........................................................5
Importance of forecasting linen stock..........................................................................................5
Relationship between housekeeping and other departments.......................................................6
Importance of scheduling maintenance and repair work.............................................................7
Importance of security in The Scotsman Hotel............................................................................8
CONCLUSION................................................................................................................................8
REFERENCES................................................................................................................................1

INTRODUCTION
Accommodation can be defined as any room or place which is used to serve individual or
guest where they can stay or live some pleasant time. It exists in variety of modes with different
scale. Hospitality being an important sector of UK's economy plays an important role in meeting
guests need and demand. It comprises varieties of hotel and their different departments.
The Scotsman Hotel is one of the luxurious hotel of UK which is famous for providing
and creating an immense and luxurious experience for its guest. It provides a combination of
services in the form of proving services from ancient time with a modern touch to serve best
experience to its guest. This report will study about the concept of front office department,
housekeeping departments along with its roles, functions and importance in hotels. This report
also highlight the concept of importance of maintenance and repair along with forecasting of
linen and relationship between different departments.
MAIN BODY
Front office and its functions
Front office:
It is one of the important department of every hotel. It is the representative of hotel. It is
that department which directly deals with customer either at the time of arrival or the time
departure. This department deals with all those translations which take place between hotel and
guest. Being a face of hotel it is also responsible for building image of hotel. It takes and answer
or solves every query of customer (Sayin and Karaman, 2019). It basically includes, desk, data
entry operator, customer relation executive, cashier and telephone or website operator.
Functions:
It plays different functions in different modes which means it exists in different form is
different type of accommodation. In Bed and Breakfast mode of accommodation the role of front
office is very small and informal in comparison to big hotels including The Scotsman Hotel
where front office plays a vital role right from booking till managing hotel's image. Bed and
Breakfast are the small form of accommodation, in-fact they are some private homes which
provide this facility. While on the other hand in case of big hotels they play various functions
including selling of hotel's room, reservation and allocation of rooms to guest, maintaining guest
information along with maintenance of records and many more (Shin, Perdue and Kang, 2019).

However, in case of guest house the role of front office is somewhat wider than B&B. In case of
guest house, front office plays its role in the form of greeting and welcoming guests, answering
phones and guest's queries along with ensuring that guest will have a comfortable stay.
Challenges:
One of the biggest challenge that front office usually face is handling overbooking. It
usually occurs at the time of season. Apart from overbooking one more challenge regarding this
department is to handle and resolve customer's issue. In such situation it is the duty of front
office to deal with customer in a pleasant without affecting hotel's image.
Role of front office in The Scotsman Hotel
Front office plays an important role in Scotsman hotel. In-fact they work as a symbolic
representation of the hotel. Right from booking rooms or making reservation for guest till
handling and dealing customer's issues or complaints all are done by front office of Scotsman
hotel. Front office of Scotsman hotel is divided into different parts and every part has significant
and important role towards the hotel. Out of those parts some important part includes:
Front office manager:
The main role that the front office manager of Scotsman Hotel plays is to supervise the
entire functioning of the desk and reservation. It also plays a role of providing of training to
junior or other front office employee. Apart from that preparing reports, complying rules and
regulations is also included in his role.
Representative:
The representative of Scotsman Hotel is usually performed his role in the form of making
reservation for guest, providing information to guest regarding hotel services and offers. Handles
websites or calls, assignment of rooms, maintaining details about guest along with registering
and resolving guest complaints are all such functions which is being performed by front office of
Scotsman hotel.
Cashier:
Cashier of hotel The Scotsman is solely responsible for handling all cash and monetary
translations. He maintains every detail regarding customer's service and its value. It is also the
duty of cashier to prepare bill of all those services which are being taken by guest.