Managing Accommodation Services: Operations and Interrelationships

This document discusses the operations and interrelationships in managing accommodation services. It covers the roles of the front office and housekeeping departments, the significance of forecasting linen stock, and the importance of scheduled maintenance and security. The content is relevant for students studying hospitality management or related courses.

Unit 7: Managing
Accommodation Services
(Part-B)
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TABLE OF CONTENT
INTRODUCTION...........................................................................................................................3
MAIN BODY...................................................................................................................................3
LO1: Covered in PPT.......................................................................................................................3
LO2:.................................................................................................................................................3
P4: Operations of the front office function-.................................................................................3
P5: key role within the front office department-..........................................................................4
LO3:.................................................................................................................................................5
P6: Key roles found within the housekeeping department-.........................................................5
P7: Significance of forecasting Linen stock-...............................................................................6
P8: Interrelationship between housekeeping and other departments-..........................................6
LO4:.................................................................................................................................................7
P9: Scheduled maintenance-........................................................................................................7
P10: Importance of security within company-.............................................................................8
CONCLUSION................................................................................................................................9
REFERENCES..............................................................................................................................10
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INTRODUCTION
Hospitality industry is the organizational operation which tend to provide services like
accommodation to its customers by which company tend to achieve an efficient economical
growth. The chosen company for this analysis of Rosewoods, company tend to provide luxury
accommodation services to its customers. Evaluation of different organizational departments is
done in this report, with that evaluation on the interrelationship of different departments within
the company is also being analysed.
MAIN BODY
LO1: Covered in PPT
LO2:
P4: Operations of the front office function-
Front office tend to represent the organizational department which tend to deal with the
customers. Front offices are often being introduced by the organizations due to that fact that
through this step company tend to provide a proper advisory to the customers. By which they can
identify the organizational offerings and efficiently choose the type of service. This is an
important step of the accommodation services proving company because through this step
company can ensure that customers are motivated to increase their level of engagement with the
company (Gerwe, 2021). Through this step the company can ensure that it is able to achieve high
sales and can achieve an efficient economic growth.
Front office is the organizational department at which customers tend to interact at their
initial and final department with the organization. Due to which organizational front office is
also responsible for taking efficient feedback from the customers on the basis of their experience
which they achieved with the company. This is an effective way because through this it tend to
assure that it is able to identify the weak areas which is making negative impact upon the
customer's experience (Belarmino and et.al, 2019). This can be seen in the different types of
accommodation providers which are as following.
Hotel- Hotels tend to identify customer's experiences because it tends to provide hospitality
services for several days and therefore it provides services like food, room, etc. Therefore by
identifying the weak areas it can improve its performance in the long run.
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Motel- Motels tend to provide services like night stays thus since limited number of services are
being provided because of which front office tend to identify the quality of resources. Thus on
that basis it can make improvisations on the specific resources through which customer
experience can be improved.
Lodging- Lodges tend to provide accommodation services to majority of the customers and
provide limited organizational resources for short duration of time. Thus through front office
reviews it can improvise the customer placement within rooms by which their experience can be
improved.
P5: key role within the front office department-
Front office is the organizational department at which the customers tend to make their
contact during the initial and the final stage of their engagement with the organization. This can
be seen in the case of the Rosewoods hotels and resorts in which the front office tend to identify
the specific customer requirements and then showcase the organizational services accordingly
(Lu, 2019). Through this it tend to ensure that customers are able to develop a direct contact with
the organization and with that are able to increase their purchasing capability. Through this
efficient bidirectional communication department tend to ensure that it is able to organizational
sales. Thus by increasing organizational sales department tend to ensure company's efficient
economic growth through which business objectives can be achieved.
The front office tend to ensure that the company is able to develop a positive image in
front of the customers and because of which often tend to take their reviews regarding the
experience which they achieved with the company. This is an effective way because the
department has to ensure that customer's loyalty with the company has to be increased through
which company efficient economic growth can be maintained. Thus tend to establish
bidirectional communication with the customers through which it can identify the weak working
areas of Rosewoods which is affecting the customer's experience. Through this step the front
department influence customers that their reviews are being taken into consideration by the
company (Tan and Despotis, 2021). Through this step a positive organizational image is being
developed in the minds of the customers and because of which their loyalty towards the company
is also being increased.
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This is necessary because front department is responsible for representing the company in
front of the customers and due to which Rosewoods tend to ensure that it is able to provide high
level of organizational services to the customers. Thus through efficient communication and
organizational working customer satisfaction can be achieved by which company can manage to
provide organizational services such that it is able to surpass customer's expectations.
LO3:
P6: Key roles found within the housekeeping department-
The housekeeping department is responsible for performing several operations within the
organizational room by which the quality of customer's experience during their period of
engagement with the organization can also be improved. This is important for organizations like
Rosewoods because since organizations tend to provide organizational services like
accommodations (Share, 2020). Due to which company has to ensure that customers are having a
best in class organizational resources like fresh towels, fresh linens, cleaning suppliers and many
more.
The housekeeping department has to ensure that organizational services like cleaning the
room are being implemented while the guests are out of the room or the department is having
their permission for performing their operations. This has to be accomplished while securing
customer's personal assets by which customer experience with the company can be improved.
The department has to ensure that each customer is able to achieve the sense of having a
new room and the room is not being used by the previous guest. Due to this operations like
cleaning to room has to performed while the room is between guests in which the previous guests
have left the room and before the incoming of the new customers.
Ensuring an efficient guest supply is an important step for the housekeeping and due to
which has to ensure that organizational services like food, water and other resources. Are being
able to reach to the customers in the shortest span of time while maintaining the quality of
services (Pappas and Glyptou, 2021). Due to this the housekeeping often tend to utilize trolleys
and other equipments by which the presentation of resources is not being affected but also time
consumption is also reduced.
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P7: Significance of forecasting Linen stock-
Linen stocks are the organizational service which are being provided to the customers
during their engagement with the organization. This Linen stock consist of fabric based materials
like all launder-able articles and often tend to consist of pillows, mattresses, shower curtains and
many more. There are the basic products which are often being provided to the customers on an
scheduled basis and each customer is being provided with a fresh piece of product. Therefore
organizations like Rosewoods has to ensure that customers are able to achieve the organizational
services (Sen and Bhattacharya, 2019). Due to which the company has to ensure that is having
sufficient stock for continuing its operations in front of the customers.
In order to achieve proper stock forecasting is often being used to predict the number of
guests which the company can expect. Then on that basis it tend to collect stocks accordingly.
However Rosewoods tend to ensure that organizational expenditures are done in a controlled
ways (Bakker and Twining-Ward, 2018). Otherwise company's economic growth will be
affected, but also at the same time company has to ensure that it is doesn't face shortage of stock.
Therefore forecasting is being used on the bases of data achieved in the specific tourist season or
accruing market events.
P8: Interrelationship between housekeeping and other departments-
Organizations operating within the hospitality industry tend to ensure that it is able to
provide high level of organizational services to the customers by which it is able to achieve high
level of customer loyalty. Thus for maintaining high organizational services to the customer
Rosewoods has to ensure that inter-departmental communication is being improved. This will be
highly effective for the organization due to the fact that front office is able to identify the specific
customer preferences (Maravić, 2017). Therefore on that basis housekeeping can improvise its
working accordingly through which customer's experience with the organization can be
improved.
This becomes significant due to that fact that since housekeeping is responsible for
developing direct contact with the customers during customer's engagement with the
organization. Due to which the housekeeping has to make sure that it is able to identify the issues
which the customers are facing within the organization. Once the housekeeping is able to
identify the issues which the customers are facing then is responsible to representing the issue to
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the consultant higher authority within the organization. Through this step the responsible
authority can ensure that necessary steps are being taken to tackle to problem.
Through this efficient interrelationship among different organizational departments
Rosewoods can ensure customer experience within the company is improved. Through this it can
ensure that a positive organizational image is also being developed by which chances of brand
switching will be reduced for the organization (Ly, Leung and Fong, 2021). Through this
chances of goal achievement will be increased for Rosewoods.
Importance of interrelation between housekeeping and other key department of Rosewoods.
LO4:
P9: Scheduled maintenance-
Organizations like Rosewoods has to ensure that customer is able to achieve best in class
services. Due to which the company has to ensure that organizational resources are also in a
proper working condition. Thus for achieving this Rosewoods has to perform organizational
activities like scheduled maintenance by which it can ensure that company's resources are in a
proper working condition (Nepal and Nepal, 2019). The scheduled maintenance is also important
due to the fact that if the organizational resources are not in a proper working condition than it
will make negative impact upon the customer's experience. This becomes significant due to the
fact that if the guest are facing disruption then it will affect their engagement with the
Rosewoods. Due to which chances of brand switching will be increased for the organization and
because of which the chances of goal achievement will be affected.
Organizations operating within the hospitality industry tend to provide its services to the
customers which tend to utilize the accommodation services for a limited time segment. Due to
which it is very important for the companies like Rosewoods that customer satisfaction is being
achieved. This is important because the specific targetted customer base of the company is able
to evaluate the market competition and on that basis develop direct engagement with the
organization (Puig and et.al, 2017). Therefore organization has to ensure customers are able to
achieve organizational services which are beyond their expectations and company is able to
achieve segmented level of customer satisfaction.
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Scheduled maintenance is also very important for Rosewoods due to the fact that
company tend to provide high level of security to customers and their personal assets. Due to this
it has to integrate several technological advancements like fire detection sensor, CCTV cameras,
company's data base for storing to customer data and many more. Due to which it is very
important that a scheduled maintenance is being done for the organization by which a proper
running condition of the equipments can be ensured.
Therefore through this scheduled maintenance Rosewoods can ensure that organizational
operations are done as per the requirements and due to which the chances of goal achievement
will be increased for the organization. With that Rosewoods is having a high customer base and
company tend to provide its services to them through the means of traditional and digital
platform. Due to which if the organizational services are not being provided to the customers
then the chances of brand switching will be increased.
P10: Importance of security within company-
Guest security is an important concern which the Rosewoods has to ensure in order to
achieve high level of customer engagement. This happens due to the fact that if the
organizational customers are not able to achieve a sense of security for themselves or for their
personal assets. Then customer's engagement with the organization will be affected. Therefore
company has to install several technological advanced equipments and proper security force
within the company periphery. Through this the company can ensure the high level security of
the customers (Gassmann and et.al, 2020). This becomes significant due to the fact that since the
Rosewoods tend to provide its services to the customers of the high class from within the society.
Due to which the personal assets of the customers will also be highly valuable, therefore a
security has to be provided a special attention by which company.
Rosewoods has to provide high level of security to the customers through which it can
ensure that they are able to achieve high level of customer engagement. The customer security is
not only limited to the threat on customer's assets from threat but also tend to deal with hazard
security as well. This contains hazards like fire, this is an major issue which the company has to
ensure that customers are secure. This is important precaution and therefore Rosewoods has to
install several equipments by which the threat of fire can be minimized. However in order to
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install the fire safety equipments company has to make a large amount of capital investment
which will affect its economic growth.
CONCLUSION
From the above evaluation it can summarize that company has to evaluate its internal
working capability and then compare it with the current market conditions. Therefore on the
basis of achieved differentiation it has to make concentrated efforts by which the weak
organizational areas can be fulfilled, through which company can ensure that it is able to achieve
a competitive edge.
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REFERENCES
Books & Journals
Gerwe, O., 2021. The Covid-19 Pandemic and the Accommodation Sharing Sector: Effects and
Prospects for Recovery: Submission to Technological Forecasting and Social Change
February 2021. Technological Forecasting and Social Change. p.120733.
Gassmann, S.E. and et.al, 2020. My home is your castle: forecasting the future of
accommodation sharing. International Journal of Contemporary Hospitality
Management.
Puig, R. and et.al, 2017. Inventory analysis and carbon footprint of coastland-hotel services: A
Spanish case study. Science of the total environment. 595. pp.244-254.
Nepal, R. and Nepal, S.K., 2019. Managing overtourism through economic taxation: policy
lessons from five countries. Tourism Geographies. pp.1-22.
Ly, T.P., Leung, D. and Fong, L.H.N., 2021. Repeated stay in homestay accommodation: an
implicit self-theory perspective. Tourism Recreation Research. pp.1-14.
Maravić, M.U., 2017. To have or not to have an accommodation classification system in
Slovenia. Academica Turistica-Tourism and Innovation Journal.9(2).
Bakker, M. and Twining-Ward, L., 2018. Tourism and the sharing economy: policy and potential
of sustainable peer-to-peer accommodation. World Bank.
Sen, K. and Bhattacharya, A., 2019. Attracting and managing talent, how are the top three hotel
companies in India doing it?. Worldwide Hospitality and Tourism Themes.
Pappas, N. and Glyptou, K., 2021. Accommodation decision-making during the COVID-19
pandemic: Complexity insights from Greece. International Journal of Hospitality
Management. 93. p.102767.
Share, M., 2020. Housing, food and dignity: the food worlds of homeless families in emergency
accommodation in Ireland. Journal of Social Distress and Homelessness. 29(2). pp.137-
150.
Tan, Y. and Despotis, D., 2021. Investigation of efficiency in the UK hotel industry: A network
data envelopment analysis approach. International Journal of Contemporary Hospitality
Management.
Lu, T.L., 2019. Opportunities of Artificial Intelligence in Hospitality Industry for Innovative
Customer Services. Case: Hotels in Ho Chi Minh City, Vietnam.
Belarmino, A. and et.al, 2019. Comparing guests’ key attributes of peer-to-peer accommodations
and hotels: mixed-methods approach. Current Issues in Tourism. 22(1). pp.1-7.
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