Managing Accommodation Services in Crowne Plaza Hotel

This assignment explores the front office functions, roles of housekeeping department, importance of forecasting guest suppliers and linen stock, and the interconnection between different departments in managing accommodation services in Crowne Plaza Hotel.

UNIT 7 Managing
Accommodation Services

Table of Contents
INTRODUCTION...........................................................................................................................3
PART A...........................................................................................................................................3
Covered in PPT...........................................................................................................................3
PART B............................................................................................................................................7
Front office functions in reference with accommodation provider.............................................7
Roles of front office in growth of Crowne plaza........................................................................8
Critical evaluation of front office in guest satisfaction...............................................................9
Roles of housekeeping department...........................................................................................10
Importance of forecasting guest suppliers and linen stock.......................................................10
Value of interconnection between housekeeping and other units within Crowne Plaza Hotel.11
Evaluation based on connection between housekeeping and other department........................11
Importance of scheduling maintenance.....................................................................................12
Importance of security within Crowne Plaza hotel...................................................................12
Role played by maintenance within accommodation services..................................................12
CONCLUSION..............................................................................................................................12
REFERENCES..............................................................................................................................14

INTRODUCTION
Accommodation term refer to a room and lodging services which caters shelter
for a person to sleep, stay and live. Managing an accommodation service is quite a
challenging task for the hospitality sector as this process requires a lot of effective and
beneficial tools, techniques, and methods. The current assignment will be based on
Crowne Plaza hotel, which recognized in category of leading hotel chains in the London,
UK. This study will justify front office functions within different accommodation service
context. It will explicate role of this department in regard to chosen hotel. Furthermore,
this report will clarify the roles of housekeeping department and importance of
forecasting process that use in context of linen stock and other supplies. This
assignment will explain significance of housekeeping interrelation with other
departments of selected hotel. Moreover, it will justify significance of schedule
maintenance and security within Crowne Plaza hotel.
PART A
Covered in PPT
PART B
Front office functions in reference with accommodation provider
Front office: It is an important part of a firm. Front office directly comes in
contact with the costumer and is situated at front of the entrance of any hotel. It is
usually responsible to create the first impression on the customers regarding quality of
accommodation and services which hotel offered.
Importance of front office:
It is the first and last spot where guest interact with the hotel. Front office is responsible
to resolve various queries of guest and providing enquires (Inkaew, 2016). Proper
functioning of front office helps an accommodation service to generate more revenue.
Functions of front office:
 In hospitality industry front office refers to the front desk or the reception area. It
manages operations of front desk such as cash flow and payments.

 Front office of Crowne plaza ensures the completion of work regarding shifts,
room deposits, refunds and rebates etc.
 It assists the guests to coordinate with the housekeeping department.
 The front office of quoted hotel provide information about the enquires, and
queries of the guest.
Functions of front office with other accommodation:
Resort
 Managing guest and concierge services.
 Supervising night audits and shift changes. Directing and controlling front desk accounting function.
Guest house
 Front office in guest house includes welcoming the guest and offering them
welcome drinks before they enter their rooms (Ekhsan and et.al., 2020).
 Providing answer to their queries and questions. Dealing with issues regarding guest room.
Hotel
 Register and process guests and their assigned rooms.
 Accommodating guest requests.
 Communicating with hotel staff on the status of guest rooms.
 Booking rooms with online and offline mode.
Roles of front office in growth of Crowne plaza
The front office department of Crowne plaza consists various qualities such as
hygiene, professionalism, management styles, reliability etc. It has been playing vital
roles in the growth of the business and helped to meet its business objectives ( Wood,
2017). There are various roles of front office of Crowne plaza the following are
mentioned below:
Guest satisfaction
 It performs various tasks to provide quality accommodation service to the
guests.
 The department prepare and maintain the data and records of details and
information based on the guest that have logged into Crowne plaza.

 The front office of Crowne plaza deals with the issues of the guest and help them
to coordinate with the relevant department and person at the hotel.
 The employees working the lobby area are also part of front office department as
they directly come in contact with the guest.
 It takes the guest luggage to the rooms and helps the guest to collect luggage
from the rooms and is also responsible for storing luggage from early arriving and
late leaving guests in the hotel. It prepares the guest arrival and departure lists.
Handling Complains
 The front office consist of highly active people, they quickly resolves the issues
and queries of the guest. They provide important information, deals with guests
phone calls and messages instantly.
 They manage and handle guest complaints within Crowne plaza. The front line of Crowne plaza deals with the accidents taking place in premises.
Booking and Payment procedures
 It looks after the cash flow and reconciling guest payments.
 The front office of Crowne plaza ensures the refund, room deposit, rebates etc.
 It manages the room booking in Crowne plaza through various modes such as
internet, e-mails, post, telephones etc.
 The main role of front office is to sell the hotel rooms by following the systematic
process of reservation and registration (Kibe, Ogutu, and Ojwach, 2019).
 It helps the guest of Crowne plaza to reserve rooms according to the guest
request.
Critical evaluation of front office in guest satisfaction
Front office department plays a vital role in a Crowne plaza. It is responsible for
coordinating activities, supervising subordinates, hiring and training, solving guest
issues. Thus it is critically evaluated that lack of front office will lead to dissatisfied guest
and also the firm will be unable to meet its business objectives.
Recommendation
 It is to be recommended to Crowne plaza that they can develop its own
application by complying advance technology so that guest can easily make

booking. Under this, company collect view from customer's reviews and make
effective strategies to minimize the loopholes.
 It is to be suggested to the hotel that it should provide different language
trainings to the front office staff so that they can deal effectively with the guest
worldwide.
Roles of housekeeping department
Ensure high standard of cleanliness-
The most important role of housekeeping department within Crowne Plaza hotel
is to assure great standard of cleanliness, which is actually very important for company
as it help to maintain hygienic atmosphere (Birinci, Berezina and Cobanoglu, 2018). The
hard work and effective attempts of this department provide desirable room and service
to a guest.
Establish welcoming environment-
Housekeeping may define as provision of a comfortable, aesthetically, safe and
clean appealing environment. It plays important role within chosen hotel by establishing
pleasant and welcoming atmosphere. The success of this role is depended on
cleanliness everywhere in hotel which put first impression on each guest and assure
them that management maintain hygiene.
Maintain floral decoration-
Along with above two, housekeeping section play their role by maintaining and
organizing attractive floral decoration within hotel (Wood, 2017). Flower arrangement is
one of the most effective and simplest ways that used to create an welcoming
environment for guest.
Importance of forecasting guest suppliers and linen stock
Forecasting linen stock and other traveller supplies within Crowne Plaza hotel is
really very important as it helps to assure sufficient and appropriate supply of products
and accommodation services which meet demand of guest. It allows inventory manager
to predict further needs and requirements of target market, which make them able to
arrange everything accordingly. Forecasting process is essential and beneficial for hotel
as it help to take better decision after analysing and examining overall situation. It

provides benefit to management in term of providing information about number of
products require in the future to satisfy guest needs and fulfil their requirements.
Value of interconnection between housekeeping and other units within Crowne Plaza
Hotel
Importance of interrelationship between housekeeping and maintenance
department-
Connection between housekeeping and maintenance department is really very
important because it helps to offer satisfactory services to each visitor, which in return
enhance customer base of Crowne Plaza hotel. By sharing information with
maintenance department, Housekeeping section solve light issues within a room of its
guest. As maintenance section is accountable to provide mechanical and electrical
facilities in hotel that supports to comfort of traveller's.
Significance of connection between Front office & housekeeping-
Along with above relationship, housekeeping interrelations with front office is also
very essential within chosen hotel. The interrelationship between both departments
allow management to keep each room up to date after and before guest visit in hotel.
Value of interrelation between housekeeping and Food & beverage section-
Housekeeping department work closely with F&B department, which is quite
important and beneficial. It helps to make areas clean especially Kitchen area, where
meal is prepared or cooked according to customers needs.
Evaluation based on connection between housekeeping and other department
The overall interrelation between housekeeping department, food & beverage,
maintenance and front office sectors, provide a lot of benefits and advantages to
Crowne Plaza Hotel. It helps to cater excellent quality of lodging or accommodation
services to guest. Interrelationship between all sections enhance productivity of firm,
which make it able to provide quality products and services (Vukasović and Mihač,
2021). On the other hand, the relationship between all sections affect negatively, when
the flow of information sharing is not run effectively. It hampers work of each employee
and put negative impact on procedure of offering accommodation services.

Importance of scheduling maintenance
Maintenance may define as procedure of preserving a situation or state of being
cured. Schedule maintenance within Crowne Plaza hotel is very important, because it
helps hotel management to reduce disruption to its guest's. This process brings many
benefits to chosen company as it help to keep different systems and elements up to the
mark that has been used in hotel to cater the best services to target market. It allows
management to run its business within hospitality sector smoothly and permit increasing
entire guest satisfaction.
Importance of security within Crowne Plaza hotel
The best way that firm may use to gain attention of customers and retain them for
longer period of time is security. Security or safety relate to machineries, existing
systems, staff and visitors, is really very essential as it helps firm to prevent its venture
from any major legal issue. For example, guest security is one of the most important
and prior concern of hotel management, for which they use effective and advanced data
protection system. It enables them to store and secure personal information of their
traveller's for longer. In order to keep their guest's rooms secure from unknown persons,
most of the hotels provide secure and safe ways to enter a room such as key cards.
Role played by maintenance within accommodation services
Maintenance plays vital role in context of accommodation service that provide to
each guest. To help to assure guest satisfaction and enhance satisfactory level even
better than last few months or years. The maintenance department assure that each
equipment and facility are maintained in well condition.
CONCLUSION
By summing up above analysis, it has been concluded that front office
department within hotels sector has increased satisfactory level of guest by providing
appropriate and standard services. Housekeeping department by working closer with
maintenance, front office and other sections, offer welcoming environment to guest
which in return increase profitability for firm.

REFERENCES
Books and journals
Birinci, H., Berezina, K. and Cobanoglu, C., 2018. Comparing customer perceptions of
hotel and peer-to-peer accommodation advantages and disadvantages.
International Journal of Contemporary Hospitality Management.
Ekhsan, M and et.al., 2020, February. Analysis of the Effect of Learning Orientation,
Role of Leaders and Competence to Employee Performance Front Office the
Sultan Hotel Jakarta. In 4th International Conference on Management,
Economics and Business (ICMEB 2019) (pp. 239-244). Atlantis Press.
He, J., Zhang, H. and Morrison, A.M., 2019. The impacts of corporate social
responsibility on organization citizenship behavior and task performance in
hospitality. International Journal of Contemporary Hospitality Management
Inkaew, M., 2016. An Analysis of Intercultural Communicative Competence: Hotel Front
Office Personnel in Bangkok. PASAA: Journal of Language Teaching and
Learning in Thailand. 51. pp.185-214.
Kibe, J., Ogutu, H. and Ojwach, S., 2019. Efficacy of the Use of Mobile Applications on
Front Office Operations; a Case Study Hilton Hotel Nairobi. Journal of
Hospitality and Tourism Management. 2(1). pp.1-16.
Lee, B.Y. and Park, S.Y., 2019. The role of customer delight and customer equity for
loyalty in upscale hotels. Journal of Hospitality and Tourism Management 39.
pp.175-184.
Lindsay, S. and et.al., 2019. Disclosure and workplace accommodations for people with
autism: a systematic review. Disability and rehabilitation. pp.1-14.
Shin, H., Perdue, R.R. and Kang, J., 2019. Front desk technology innovation in hotels:
A managerial perspective. Tourism Management. 74. pp.310-318.
Vukasović, T. and Mihač, V., 2021. Trends in the Online Booking of Hotel
Accommodation. International Journal of E-Services and Mobile Applications
(IJESMA). 13(1). pp.60-76.
Wood, R.C. ed., 2017. Hotel Accommodation Management. Routledge.
Online
Types of Accommodation. 2021. [ONLINE]. Available through:
<https://www.pacificdestinations.com.au/training/types-of-accommodation>