Managing Accommodation Services

This document discusses the importance of managing accommodation services in the hospitality industry. It covers the functions of front office, key roles within the department, forecasting linen stock, interrelationship between departments, scheduling maintenance, and the importance of security. The document also includes a case study of Premium Inn Limited, the largest chain of hotels in Britain.

Managing
Accommodation
services

Table of Contents
INTRODUCTION...........................................................................................................................1
MAIN BODY...................................................................................................................................1
ACTIVITY 1 ...................................................................................................................................1
(Covered in ppt)......................................................................................................................1
ACTIVITY 2....................................................................................................................................1
Explain the functions of front office in variety of accommodation services.........................1
Discuss the key roles within the department of front office in chosen organisation..............2
Importance of forecasting linen stock and other guest supplies for ensuring sufficient supply
to meet the demand.................................................................................................................3
Importance of inter relationship between housekeeping and other departments in selected
organisation to provide quality provision and services..........................................................4
Examine the importance of scheduling maintenance or repair work to minimise disruption to
guests......................................................................................................................................5
Discuss the importance of security within a selected organisation........................................6
CONCLUSION................................................................................................................................7
References:.......................................................................................................................................8

INTRODUCTION
Hospitality industry is a big industry which includes food, lodging and drink services and
m any more. They are concerned with the customer staying and satisfaction. Hospitality is an art
of welcoming guest and make them feel comfortable. In this report, Premium Inn Limited is
taken as the base company. Premium Inn is the British largest chain of hotels brand, founded by
Whitbread in 1987. Whitbread merged with Travel Inn and forms Premier Inn Limited. In
reference to the company, this report includes the scale and size of the accommodation services
available in the hospitality industry. It also contain different forms of ownerships to
accommodation services. Furthermore, it also includes the grading systems and online reviews
system that plays a bog role in potential guests to look and book accommodation.
MAIN BODY
ACTIVITY 1
(Covered in ppt)
ACTIVITY 2
Explain the functions of front office in variety of accommodation services
Different accommodation services provide different functions of front office, some of
them are explained below-
Hotel- Front office of hotels are engaged with many functions. Their main functions are
to register guests and manage clients reservations, regular checking for maintenance of hotels,
resolving customers queries, settlement of accounts and many others (Birinci, Berezina and
Cobanoglu, 2018).
Guest House- Guest houses are different from hotels. Almost all rooms in hotels are
same but in guest room all rooms have different facilities according to payments decided by
clients and guest house owner. The main function of front office of guest house is to advertise or
promote their services to public, provide information to their clients about all services on
telephone or by face to face, settlement of accounts when client leave, check for maintenance to
attract more clients and many others (Casais, Fernandes and Sarmento, 2020).
Clubs- Clubs have members, so most of the clubs provide their facilities to their members
only instead of outsiders. Therefore, basic function of front office at club are to provide
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necessary information to their members, to check whether each member is aware of new changes
in club or not, to handle monetary receipts, to explain all terms and benefits to new entered
members, and many others.
Discuss the key roles within the department of front office in chosen organisation
Front office is the department or place of an organisation where clients comes in direct
contact and ask more questions about company (Pino, Zhang and Wang, 2020). In context of
Premium inn, reception is the first place where customers directly comes in contact to staff and
ask for further information. Few roles of front line office of Premier inn are explained below-
Registering guests and managing reservations- This is main role of respective hotel to
register guests orders for rooms and managing their reservations whether through offline or by
online. After registering guests orders and their reservations they directly call their customers
and tell them whether customers reservation is accepted or rejected (McPherson, Krotofil and
Killaspy, 2018).
Solve the queries of customers- The queries of clients are resolved by reception
department of premier inn hotel. Every client of hotel has been given reception number so in
case of any query they directly call upon front office and ask for help. This is major
responsibility of receptionist to resolve customers all queries and make them satisfied with their
services.
Handling payment systems- All payments related information is given by front office to
their clients in chosen hotel. Customers pay for services on reception area and receptionist settled
their accounts successfully.
Informing new services to customers- In context of hotel premier inn, their front office
department is also responsible for aware customers about new services which they recently
started. All the information like payment for that particular service, benefits of services and etc.
Review the key roles found within the housekeeping department in a selected organisation
Housekeeping departments consist of people who takes care or rooms like cleanliness of
rooms, maintenance of rooms and many others. The roles of housekeeping departments in
Premier inn are as follows-
Cleanliness- Cleanliness of every room is mandatory in every hotel (Katsoni, 2019). In
context of Premier inn they have a separate department for this which is housekeeping
department. Before arrival of any guest they clean their room and same happen when guest
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leaves the hotel. This department of respected hotel always change bed sheets, clean wash
rooms, swipe and mop the floor, change curtains and etc. they are clean backyards and of hotels.
Decoration- In case of any events within the hotel, housekeeping department is
responsible for this work also. Decorating whole hotel or a single room, housekeeping
department is engage in representative hotel. A deadline is given to them to decorate within fixed
period of time and they did it with full efforts which helps in satisfying their clients.
Reporting any necessary repairs or replacements- this is housekeeping main role of
premier inn to report their superior department in case of any repair or replacement of any
furniture which is required (Jiang, Law and Li, 2020). Defective items within hotels makes bad
image in customers eye, so it must be replaced time to time. Hence, this department of
housekeeping is responsible for reporting any change required for betterment of hotel.
Disposal of waste- Disposal of waste garbage from dustbin is also role of housekeeping
departments. To ensure that no waste is collecting at anywhere. In context of mentioned hotel
they appoint female as well as male workers for their housekeeping segment.
Importance of forecasting linen stock and other guest supplies for ensuring sufficient supply to
meet the demand
Forecasting demand is related to examining future demands of customers (Ivanov,
Webster, and Seyyedi, 2018). It is very necessary to focus on future demands to overcome the
situations like shortage of any products in hotels. On the other hand supply chain is also an
important factor to determine whether they are receiving perfect quantity of product or not. Both
supply chain management and demand forecasting management must be held on regular basis for
effective workings in mentioned hotel.
Forecasting demand- It is the future requirement of customers. Premier inn hotel focus
on forecasting demand so non of their client complain about changes in their services. Hence,
with the help of demand forecasting they already offer best services to their clients. The
respective hotel forecast the likes and dislikes of different religion customers and then according
to this information they offer their best services to make their clients more happy and satisfied.
Supply chain management- Supply chain must be managed within respective hotel to
overcome from shortage of any product (Della Volpi and Paulino, 2018). Supply chain
management makes sure that ordered products is receiving on time or not. They also focus on
quantity of products. Good supply chain management always lead good reputation and faster
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growth for hotel. Most of the customers have complaints regarding shortage of products like less
soap, shampoo and other things which is only reduced by good management of supply chain on
timely basis.
Importance of inter relationship between housekeeping and other departments in selected
organisation to provide quality provision and services
It is very important in an organisation to have a continuous communication within all
departments. The functioning of all departments must be inter linked with each other. In context
of hotels, housekeeping departments must have good inter relationship between other
departments, in premier inn limited the importance of inter linked between housekeeping
department with other departments are determined below-
Housekeeping department and front office department- Front office department have
direct contact with housekeeping department (Chin and et. al., 2018). In context of Premier inn
hotel, housekeeping helps to front office to know all changes required in hotel, so that front
office will ask for changes from further superior departments. In case of bad relationship
between these two departments, this must give negative impact to whole hotel because no
changes is made in this case and customers will have bad image of respective hotel. Hence, it is
very important to have good relationship between housekeeping and front office department.
Housekeeping department and Food production department- Housekeeping is
responsible for cleanliness and disposal of waste material (Birinci, Berezina and Cobanoglu,
2018). In context of chosen hotel, when they dispose waste from dustbin they notice which is the
common food product which is thrown by clients. And clients only throw those food products
only which they don't like to eat or which is excessive in quantity. After this housekeepers
contact to kitchen department and provide this information to them so they make changes in taste
and quantity of that particular food product. Hence, inter relationship between kitchen
department and housekeeping department is very important to provide better services.
Importance of inter relationship with housekeeping department with other departments-
 It is very important to keep good relationship between housekeeping department with
other departments like front office department, housekeeping staff contact to front office
and provide all required information to front office about needs and demands related to
cleanliness services. This help them to change strategies to make guests more happy
which further help in to reach at success of hotel. On the other hand, if guests require any
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housekeeping facility then they did not directly contact to housekeeping department.
Clients contact to front office and tell them that they need extra cleaning services, then
front office contact to housekeeping department and provide them the information that
which room number need their services at what time.
 It is very important to maintain proper inter relationship between housekeeping
department and finance department because housekeeping staff suggest finance
department that what all changes are required by their clients, they also provide
information to finance department about any change required in replacing damaged
assets at hotel area. Due to this conversation between housekeeping department and
finance department help the hotel to invest more at required places to provide more
facilities to their guests which further help in achieving their organisational goal.
Examine the importance of scheduling maintenance or repair work to minimise disruption to
guests
 Scheduling of maintenance or repair work must be set according to crowd in hotel which
means the area of hotel with less crowded must be select first for maintenance which
helps in less disturbance of customers as well as fast workings of maintenance
department(Sung, Kim and Lee, 2018).
 Another good way to reduce disturbing to clients for repair or replace purpose is doing all
this activity when there is off seasonal time. In off seasonal time there are no or very few
customers within Hotel Premier Inn.
 One more good idea for replacing furniture and other items without distracting customers
is to change their rooms with similar kind and facilitated room and then do changes
within room. Housekeeping must inform to front office about the rooms or area where
maintenance is required so front office will not appoint that room to any of their client
before fixing the issues because front office department is responsible for allotting rooms
to their customers (Pino, Zhang and Wang, 2020). Another good time for replacing and fixing of problems is when customers went outside
the room for longer period of time like for 3-4 hours whether for dinner or any other
purpose, this is the perfect time for maintenance which will not disturb their clients.
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The maintenance or repair work plays an important role within the accommodation services in
ensuring overall guest satisfaction-
 Customers are more satisfied with proper facilities without damaged assets or properties
and this can be done with proper and time to time maintenance service at hotel area.
 When maintenance services or repairing services is provided by the hotel on the spot in
case of customer's complaints, then customers are satisfied by thinking that hotel premier
inn valued a lot for their needs and requirements. This help them to increase their
reputation in their guests mind.
 Maintenance or repair work must be take place when there is no customers at nearby area
so that less disturbance will created to their customers which further help them to satisfy
their customers without disturbing them.
Discuss the importance of security within a selected organisation
Security is important in hospitality industry as it has its staff, their guests, assets and
resources. It is necessary for them to protect. Various strategies are there in protection of hotel
and hotel industry.
Security in accordance to physical aspects:
Security of physical aspects is categorised onto two that are internal and external
security. Internal security includes the safety measures taken inside the hotel industry such as fire
safety, tracking unwanted guests and many more (Tussyadiah and Pesonen, 2018). In terms of
external security, it includes the external protection such as protection of people falling in the
pool by fencing of pools and many more.
Security of person:
Security of person is essential in the hotel and hotel industry as they are the
representatives. Recruiting the right candidate is essential for an organisation. Employees can go
through training programs for a delivering a better performance. Guests at hotel can be protected
by putting up surveillance cameras. Duplicate keys is also provided but with all security checks
and measures in case guest lost the key.
Security of systems:
Systems are the main key to the operation of the industry. Proper systems are there to
safeguard the assets and also increase s the life span of the elements. Security of systems
includes roles and responsibilities of a staff member to perform their jobs (Yang, Huang. and
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Shen, 2017). They can also be checked by surprise visit checks. Losses and missing items can
also be recorded for cross checking purposes.
CONCLUSION
From the above information it has been concluded that, there are different types of scales
and sizes of accommodation services found within hospital industry. There are different forms of
ownership available to accommodation of services. It is also founded that grading and review
system impacts a lot on goodwill of Premier inn limited. There are different functions of
different accommodation services. There are many roles of front office department of selected
hotel. It is also found from this repost that housekeeping departments have many roles and
responsibilities which is interlinked with other departments. Forecasting demand and supply
chain management is an another important factor for hotel for smooth working. Scheduling of
maintenance and repair works must be fixed in context of main aim to disturb less to clients.
Another conclusion from this repost is that security department plays important role to increase
goodwill of hotel premier inn.
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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.
Casais, B., Fernandes, J. and Sarmento, M., 2020. Tourism innovation through relationship
marketing and value co-creation: A study on peer-to-peer online platforms for sharing
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Chin, C.H. and et. al., 2018. The Impact of Accessibility Quality and Accommodation Quality on
Tourists' Satisfaction and Revisit Intention to Rural Tourism Destination in Sarawak:
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Management Research. 10(2). pp.115-127.
Della Volpi, Y. and Paulino, S.R., 2018. The sustainability of services: Considerations on the
materiality of accommodation services from the concept of life cycle thinking. Journal
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robots in accommodation establishments. Tourism: An International Interdisciplinary
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Sung, E., Kim, H. and Lee, D., 2018. Why do people consume and provide sharing economy
accommodation?—A sustainability perspective. Sustainability. 10(6). p.2072.
Tussyadiah, I.P. and Pesonen, J., 2018. Drivers and barriers of peer-to-peer accommodation
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Yang, S., Huang, S.S. and Shen, G., 2017. Modelling Chinese consumer choice behavior with
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