Managing Accommodation Services

This presentation provides an overview of managing accommodation services in the hospitality industry. It covers topics such as types of accommodation services, difference between commercial and non-commercial businesses, different forms of ownerships applicable to accommodation services, grading and classification system, role played by online review sites like Tripadvisor, and the function of front office with three different types of accommodation providers. The presentation concludes with the key role of front office in Hilton hotel.

Managing Accommodation
Services
TASK- LO 1 & LO 2

Cover Content
 Introduction
 Types of accommodation services
 Difference between commercial and non-commercial businesses
 Different forms of ownerships applicable to accommodation services
 Grading and classification system
 Role played online review sites Tripadvisor
 Function of front office with three different types of accommodation providers
 Key role of front office with reference to Hilton hotel
 Conclusion
 References

Introduction
The hospitality industry is one of the largest growing sectors of the economy
in the present era. In fact, it is responsible for providing various services such
as food and accommodation in different place like as resorts, conference
centre, hotels and theme parks. However, hospitality tends to generate
maximum profits for the local economy either directly or indirectly at the
time tourists spend their money in hotels, restaurants or other places.
Similarly, accommodation is considered as primary aspects of tourism
industry, because it is an essential part of the tourism contribution.

Types of accommodation services
Accommodation is the facilities that are given to the customers according to
their needs. It is considered as a wide sector in the hospitality sectors,
varies from bed & breakfast and hotel to other facilities that can offer
lodging services. However, this industry aim to provide excellent client
satisfaction, while providing a luxury accommodation services such as
food & beverage, travel related concern. In the context to the Hilton
hotel, they are liable to provide below mentioned services to their guest.

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 Bed & breakfast: The Hilton hotel tends to deliver various types of bed for the
different rooms according to the demand of the customers. It has single, double,
and triple bed facilities with the complimentary breakfast for their tourists.
 Family fun package: During the holidays, Hilton hotel used to offer family fun
package services as per their requirements. Most of the family used to spend
quality time with their kids so that they can entertain from the regular activities.
For example, wake-up to breakfast for the family as well as internet access is
essential component of this package.

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 Conference facilities: It happens to be another important
accommodation services provided by Hilton hotel for the
business class people. It has been seen that most of the key
meetings, birthday party and marriage related events are
arranged in the conference hall or room that can help the
foreign as well as domestic tourist to take decision effectively.

Difference between commercial and
non-commercial businesses
Commercial businesses Non-commercial business
This kind of business usually makes profit and
pay takes on the products and services sell or
purchased on the customers.
These types of business generally make reserves
and pay employees taxes.
It uses any reproduction or purpose that is been
marked, promote or incorporated as a financial
transaction.
These are encompasses with a large range of
current possibilities that consist of educational
and individual projects that are not marketed.
Example, sole proprietorship, partnership
business and limited company operations.
Examples, co-operative firms, NGO’s and Trusts
Commercial catering businesses are basically on a
large scale than non-commercial as well as work
with hotels, and large business organizations.
They generally tend to acquire all of its own
catering supplies; either makes small business
kitchen or food out of their home.

Different forms of ownerships applicable
to accommodation services
Ownership is termed as a state of fact of exclusive terms and
condition over the property that may be an object or land. It
consists of various rights that represent as a title that could be
separated as well as held by various parties. However, it has
been analyzed there are certain forms of hotel ownership that
are applicable to the accommodation services such as:

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 Privately owned hotel: In this ownership there is one owner as
well as various investors that is liable to control the hotel. The
primary advantage of this ownership is that management is
having sole right to take decisions. For example, hotel can
decorate guest bed and breakfast; however they can like to
accommodate the individuality and customs of the society where
it is located.

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 Managed hotels: In case someone wants to invest in a hotel land, but they do not have
any experience then they can decided to hire a management company. Being an owner,
it is important to deal with the financial obligation on regular operations such as
salaries and maintenances.
 Franchises: In this ownership, owner needs to pay a fee to a regional chain to make
use of their logo, name or their entire protocols. The primary advantage of this
ownership is that guest would seek out their hotel because they have high expectation
regarding the quality and amenities that are offered by the brand. Example motel six.

Grading and classification system
In the recent times, grading and classification is basically used to divide the
hotels according to their specification and services. There are wide ranges of
variety of rating option that can be used by various organizations all around
the nation in hospitality industry. However, many of them used stars, with a
great number indicating luxury, The AAA as well as its associated bodies
uses diamond instead of stars to articulate hotel and restaurant standards.
However, letter grading from A to F are some essential techniques used by
the hotel and motels.

Star classification:
 One star: These are generally given to the smaller hotels that are managed by the
proprietor. It is situated near economical attraction that is easily convenient to the
public transportation. It should have at least 10 let table bed rooms with 25% are
allocated with attached bathrooms. For example, Palmers lodge Hillspring
 Two stars: It happens to be independent as well as name brand hotel with a high
reputation for offering consistent quality services. Some facilities like telephone,
TVs and restaurant services. These hotels should have 25% room with AC,
supervisory staffs and dry cleaning services. For example, Merchant hotel

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 Three stars: Generally, these hotels tend to offer more comfortable
accommodation that consists of designed wall room, decorated lobbies,
fitness centres and other. The staffs used to maintain high quality standards
in these hotels. For example Golden Strand hotel
 Four and five star: It has been seen that they are large hotels with
reception facilities, front desk services for their guest. They tend to provide
cab services to receive their guest from their respective place to the hotel
premises. For example, Mandarin oriental Hyde

Role played online review sites
Tripadvisor
Nowadays, it has been examine the before booking any hotel, restaurant,
transportation and other services they used to check the reviews that are
provided by various online agencies. They used to provide right option to
select the best hotels in their affordable budgets. The importance of online
reviews is entirely related to the goodwill of the hotel. However, more than
95% of tourists used to check the reviews regularly before travelling to
make their booking decision. Moreover, Tripadvisor is having maximum
ranking in terms of providing better deal that can satisfy guest requirements.

Function of front office with three
different types of accommodation
providers
Front office is a key department in hospitality industry. They are responsible for
reservation, guest services, and check-in and out, finance, room allotment and other
enquiry. Therefore, it is termed as nerves system of a any hotel, motel or other
agents.
Hotels: It is considered as more visible sub-sectors dominated by small, family run-
operation that offers wide range of facilities. The role of front office is to take
booking, check-in & out services, payment and other guest related queries. Further,
they are liable to follow the instruction made by their owners of the property.

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 Guesthouses: They are responsible for providing bed &
breakfasts, farmhouse accommodation and provide limited
services to their guest. The front office functions of guesthouses
are to provide assistance to their guests during their entire stay
with their short or economical services. They don’t have much
option as compare to the large hotels.

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Holiday resorts: These are well-known Mediterranean holiday
resorts that provide great opportunity to own an apartment for a
week or two year period. In this, the front office functions is to
deliver all kind of services to the family, person or international
guest those are come for the purpose of enjoyment. They used to
take booking online earlier before their arrival and arrange all
kinds of services those are needed to them during their stay.

Key role of front office with reference
to Hilton hotel
It has been seen that front office department tend to play an important role in
Hilton hotel as well as it is the face of hotel. Guest could easily interact
with them at any time during the check-in or out duration. They are
responsible for resolving all kind of issues that are faced by the tourist at
the time of their stay. There primary role is to handle front office
reception as well as management duties that consist of greeting customers,
offer them a beverage, deal with their queries and distributing mails.

Conclusion
From this presentation, it has been articulated that the front office department
within the hospitality industry is liable to provide all specific information
regarding the hotels services to their guest. They can increase their
presence with positive reviews by creating a delightful guest experience at
every level. However, it is important to collect feedbacks or general
reviews regarding the services offered to the guest at the time of check-
out. It will further increase motivation to work within their hotel.

References
 Boniface, P., 2013. Managing quality cultural
tourism. Routledge.
 Ekiz, E., Khoo‐Lattimore, C. and Memarzadeh, F.,
2012. Air the anger: investigating online complaints
on luxury hotels. Journal of Hospitality and Tourism
Technology.
 Salonen, J., Bookit Ajanvarauspalvelu Oy,
2014. Managing recurring payments from mobile
terminals. U.S. Patent 8,737,954.

Thank You