Managing Accommodation Services

This report discusses the role of front office, housekeeping, and maintenance in managing accommodation services. It covers the functions of front office, types of accommodation services, role of housekeeping department in Rosewood Hotels and Resorts, importance of forecasting linen stock, relationship between housekeeping and other departments, and importance of scheduling maintenance or repair work. The report concludes with recommendations for improving guest satisfaction.

MANAGING
ACCOMMODATION
SERVICES

Table of Contents
INTRODUCTION...........................................................................................................................3
MAIN BODY..................................................................................................................................3
Front office functions..................................................................................................................3
Types of accommodation services...............................................................................................4
Role of front office in Rosewood Hotels and Resorts (RHR).....................................................4
Role of housekeeping department in RHR..................................................................................6
Importance of forecasting linen stock..........................................................................................6
Relationship between housekeeping and other department of RHR...........................................7
Importance of scheduling maintenance or repair work...............................................................9
Importance of security in RHR..................................................................................................10
CONCLUSION..............................................................................................................................11
REFERENCES..............................................................................................................................12

INTRODUCTION
Front office plays an important role in hotels as well as other departments of accommodation.
Like the front office housekeeping also become very essential in maintaining the satisfaction
among the customers. Apart from that it also has major relation with the other departments of the
hotel. Similarly, maintaining of proper stock with providing security services also become an
essential key of the hotel industry. This report will study about the concept of front office and its
role within the organization. Housekeeping department and its concept along with relationship
with other department are also being highlighted in the report. Similarly, the last section of this
report is concerned with security department along with a discussion about the concept of
forecasting in the context of Rosewood Hotels and Resorts (RHS). Being a famous and luxurious
hotel of UK provides its outstanding services in many countries. RHS is counted under one of
the best hotel category which is founded in 1979.
MAIN BODY
Front office functions
Front Office:
It is a major department of hotel organization. This department have direct interaction with the
customers. It is a linking pin between the hotel and guest. It is the important element of hotel.
Whenever any guest visit or check-in the hotel then their first contact is established with the
employees of front office (Whiting and Symon, 2020). However, it is also to be noted that the
front office has the major and first responsibility of the entire hotel because they are the initial
representative of the company.
Functions:

Front office plays a major function in establishing guest relationship. It plays many functions
right from welcoming the guest till their departure. Front office works right from making
reservation of the guest till managing as well as generating finance for the hotel. Front office
manages various services regarding the guest as well as hotel because it is the first and the last
point interacting with the guest (Astuti, Ginaya and Sadguna, 2018). It is also responsible for
maintaining and managing the hotel services.
It is a representative of hotel so it has to manage the prosperity of hotel but at the same it is also
acted as a helping hand for guests to look at their services right from their comfort till providing
security services in the form maintaining their privacy.
Types of accommodation services
Front office in hotels:
It makes the registration of guests who came to hotel. It handles cash activities. It gives the
information regarding the current availability of rooms in hotel. It maintains and keeps the
details of the guest. It makes registration of the guest along with arrangement of rooms. It is like
the first and the last place where guest are interacted with the hotel. This is because during
check-in guest will firstly meet the front office department. Likewise, at the time of check-out
they make payment as well as submit their reviews to the front office. So it is like the
representative of hotel.
Front office in Guest houses:
They collect details of the guest and make booking for them. They record the details of services
taken by guest and prepare the bills accordingly. They collect the amount from the guest
regarding the services opted by them. However, the front office is also not in well-organized
form in case of guest houses too while comparing it with hotel. Front office of guest hose is like
reception where all the registration and transactions are being made with the presence of
computer operator and cashier.
Front office in B&B:
It has not the major role in B&B. In addition, of this the front office of B&B is more look like
informal office where no separate department is being made. But like its name it performs the

basic role of making booking and welcoming guests. Unlike the hotels it works in more informal
way.
Role of front office in Rosewood Hotels and Resorts (RHR)
Reservation office:
It is an important element of RHR. It makes booking for the guest as per availability of rooms in
hotels. It performs its function either by face to face interactions or through calls and digital
mode by using the hotel website (Goh and Kong, 2018).
Housekeeping:
Responsible for managing the services of rooms. Ensuring proper hygiene and cleaning facilities
of the room. Also, works as per meeting the special needs of guest.
Security:
Act as a key element for ensuring security and safety to guest. Also, ensures security regarding
the hotel and luggage rooms.
Maintenance:
Ensures that the property of the hotel should be well maintained and managed. Taking steps for
repairing and renovating the hotel time to time.
Porter:
Perform work regarding the taking care of luggage of the guest. Collect and keep the luggage as
per guest requirements.
Cash department:
It mainly handles cash or cashless transactions. Responsible for managing the cash.
Conclusion:
From the above discussion it is concluded that front office plays a major role in the hospitality
industry and getting positive reviews for the hotel. Being the face of the hotel, it plays a major
role in raising guest satisfaction. Through providing best services right from welcoming the guest
till making departure, taking care of guest personal needs and arranging everything on time are
some ways that front office usually execute in their work culture so that the guest satisfaction
will raise.
Recommendations:

Always try to meet the promises which is being made at the time of booking so that positive
feedback will be received from customer side.
Be proper on time and availing every services on time with meeting of guest needs is also an
important technique by which guest satisfaction will raise.
Role of housekeeping department in RHR
Housekeeping department and its role:
It is categorised as operational department of hotel. Housekeeping department is responsible for
keeping the house or hotel clean. This department is solely related with the services of hotel in
terms of maintenance of rooms along with keeping the laundry services up to date. It is
responsible for maintaining cleanliness and hygiene across of lobbies, rooms, halls, corridors and
all the different areas of the hotel (Trianasari, Butcher and Sparks, 2018).
Housekeeping department in RHR:
Housekeeping department of RHR works for the hotel in order to keep the hotel clean and
attractive. They also play a major role in keeping the guest comfortable, safe or relaxed as per
services of the RHR. They maintain everything in the hotel making the hotel look fresh and
appealing to guest. Their main role is to provide the services regarding the room or the hotels as
per need and requirement of the guests. It is considered as major support system for RHR. Since
services of housekeeping department is depended upon the type of hotel but in case of RHR they
play a crucial and active role because RHR is a provider of luxurious services to their guest.
They also meet the need of supplying the clean laundry to the hotel rooms as well as regarding
the hotel staff.
Importance of forecasting linen stock
Stock or inventory refers to a list of items which are essential for the operation as well as
providing the services of hotel. The main role of maintaining inventory is to run the business
operation along with protecting the business from suffering any loss in case of non-availability.
It is very important to forecast the inventory requirement in hotel so that the situation of

deficiency will never raise. It is again very important in running the smooth working of hotel
along with enabling the best services to the guests.
Forecasting of linen stock:
It is very important for forecasting the linen requirement in hotel so that there should never be
shortage as well as excess of linen in hotel. It is required to be forecasted in order to keep the
guest satisfied due to the presence of clean and hygienic linen. Forecasting will also enable the
hotels to get the exact requirement or current situation of the availability of linen in stock. Since
linen is considered as an important element in hotel industry along with an association of high
cost. So proper forecasting of linen helps the hotel in utilizing the budget efficiently.
As the guest is mainly considered with the maintenance of clean linen so it is very essential to
manage as well as forecast the quantity of linen with reference to the guest satisfaction. Any
shortage or excess presence of linen may act against the hotel or its working. Also, meeting the
promises is very important for every hotel belonging to hospitality industry. So forecasting plays
a major role in keeping and maintaining the brand image of the hotel along with its super-
speciality services in terms of ensuring the accurate availability of linen.
Relationship between housekeeping and other department of RHR
Relationship of Housekeeping with different departments:
Department Relationship
Front office Being responsible for keeping the rooms ready
and usable it maintains a direct relationship
with front office of the RHR. Due to the co-
ordination and relationship with the front
office, housekeeping is able to execute its
functions in terms of preparing the room as per
client's requirement. Housekeeping is also
having a direct relationship with reservation
department of RHR in terms of providing
information related to rooms as well as getting
the information regarding preparing the room

or knowing the clients requirements.
Maintenance department Housekeeping also maintain direct relationship
with the maintenance department of the RHR.
Since housekeeping work is distributed in the
way that it covers almost all the areas of the
hotel (Shao, 2017). Thus, it has more
knowledge and access to all the areas of hotel
in comparison of other departments. Due to its
wide coverage and access it helps the
maintenance department to execute its work in
the form of performance of its actions related
to repairing or other maintenance actions.
Purchase department They are also having relationship with the
purchase department of RHR as they help the
purchase department in knowing the exact
requirement of things which are required in
hotel.
Human resource They also share relationship with the human
resource department in terms of availing the
information to them regarding the exact
requirement of staff in the hotel. As
housekeeping department is having direct
interaction with the guest.
Security department They also have relationship with the security
department of RHR (Oxenswärdh, 2018).
Since RHR always try to provide the best
services to its guest in terms of maintaining
their privacy or security.

However, in case if some guest will try to take undue advantage of it in terms of violation of
hotel's rules. In that case housekeeping department plays a major role in sharing the information
regarding the illegal actions or intentions of the guest to the security department. Thus, it would
be right to said that they also play an important part in keeping the security of the hotel along
with non violation of hotel's rules and regulation.
Importance of scheduling maintenance or repair work
Maintenance engineers:
They are responsible for checking and keeping the machinery or equipment along with
infrastructure management of the hotel.
They help the hotel in raising the life of their asset by performing the maintenance work from
time to time. They perform their work by making a proper plan regarding the maintenance
activity, converting it into actions and establishing a regular check so that it will remain
maintained but this all things are done within the budgeted amount of hotel.
Scheduling maintenance and its importance:
It refers to performing the maintenance or repairing work within the given time frame. It usually
occurs at the given interval of time period. It gives the details regarding the work that when it
will be performed or who is going to perform the work. It is very important in terms of raising
guest satisfaction. As it is scheduled and performed time to time so it helps in keeping the hotel
maintained with fully availed professionalized facilities (Kadry, Bagdasaryan and Kadhum,
2017). Due to its scheduled occurring, it also helps the hotel to have a check over its
infrastructure and wherever there is any requirement of repairing work it would be easily
identified along with maintenance. As if the maintenance will be scheduled on regular interval
then it will lead to minimizing the disruption to guest because this will not affect any event. This
means that as many events are usually being organized in hotels and if maintenance work will be
scheduled and maintained then this will lead to organization and execution of events on time and
smoothly. So scheduling performance of work will lead to smooth execution of events along
with reducing the disruption of guests.
Repair work and its importance:
Repair work may be considered as any work which helps the hotel in making its services more
efficient. It helps in keeping the hotel up to date and as per client expectation. It helps in

maintaining the infrastructure of the hotel and raise its value. It puts a positive impression over
the clients in terms of resolving their issues or improving their satisfaction. Since, making the
repair will lead to raising the efficiency of asset of the hotel. This means that this is again having
a major role in minimizing guest disruption because if the repair work will be done on time then
guest will not be disturbed and their aim regarding getting relaxed and live good moments will
be implemented. Also if repairing work regarding any room will be performed before the arrival
of guest then not only the level of services will be raised but the guest will also not be disturbed
in terms of shifting the rooms or lacking of services.
Role of maintenance in raising guest satisfaction:
Maintenance or regular maintenance plays major role in raising guest level of
satisfaction. This is because if the hotel will perform its maintenance on regular interval then this
will not only help the hotel in raising the life of its property but it will also raise the efficiency of
the hotel's services. If these will be accomplished then the guest satisfaction will automatically
raise because these will enable the guest to have a better exposure of services.
Importance of security in RHR
It is one of the important and concerning element of RHR. It is very essential that the security
regarding the guest as well as hotel will be kept accurate and tight in order to feel safe and
execute the secured environment. It has a direct influence over the guest in terms of retaining and
attracting towards the hotel. This is because every guest want to stay only at that place where he
feels safe and secure. Thus keeping the security service proper is the primary duty of every hotel
including the RHR. This department also plays a major role in terms of raising image of the hotel
in the competitive market (Kumar, 2018). Thus, it would not be wrong to said that this
department has major influence over the raising of sales of the hotel in terms of attracting more
guest. Security in terms of protecting the personal information or keeping the privacy of guests is
also considered very important for RHR.
If the guest privacy is maintained then this will not only help the guest in feeling safe but it will
also help the hotel in terms of raising its popularity or sales due to more recommendations.
Maintaining and establishing proper security rules and regulations also helps the hotel in making
its staff disciplined. Due to the adoption of strong and tight security by RHR helps it in reducing

the chances of occurrence of fraud or violation of its policies. Being a provider of highly secured
environment due to the efforts of security department of RHR helps it in earning of high
reputation along with raising customer satisfaction.
CONCLUSION
From the above report, it is concluded that all the department of the hotel contributory play a
major role in the success of the hotel. This report summarizes that no hotel including RHR will
be able to operate its operation without the presence of its various departments including front
office, housekeeping, maintenance, security and various other. As these are those departments
which helps the hotel in its real execution of work starting from attracting the guest, providing
them best services and taking care of security so hat guest will get best exposure of the hotel.
Along with the role of department there is also an important thing to be noted that proper
inventory maintenance will lead to the good brand image as well as smooth running of the
operation of the hotel

REFERENCES
Books and Journals
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Receptionist and Catur Paramita Values: A Study of Implementing Local Wisdom in Hospitality
Industry. In 1st International Conference on Social Sciences (ICSS 2018) (pp. 479-484). Atlantis
Press.
Goh, E. and Kong, S., 2018. Theft in the hotel workplace: Exploring frontline employees’
perceptions towards hotel employee theft. Tourism and Hospitality Research.18(4). pp.442-455.
Kadry, S., Bagdasaryan, A. and Kadhum, M., 2017, April. Simulation and analysis of staff
scheduling in hospitality management. In 2017 7th International Conference on Modeling,
Simulation, and Applied Optimization (ICMSAO)(pp. 1-6). IEEE.
Kumar, M.H., 2018. A Study on ‘’Recent Trends in Housekeeping Department in Hotel
Industry’’.
Oxenswärdh, A., 2018. Co-creation of values at one Bed and Breakfast accommodation. In 21st
QMOD Conference 22-24 August 2018, Cardiff, UK.
Shao, Y., 2017. The effect of front desk employees' characteriestics on the first impression of
customers and customers' satisfaction (Doctoral dissertation, University of Missouri—
Columbia).
Trianasari, N., Butcher, K. and Sparks, B., 2018. Understanding guest tolerance and the role of
cultural familiarity in hotel service failures. Journal of Hospitality Marketing &
Management.27(1). pp.21-40.
Whiting, R. and Symon, G., 2020. Digi-housekeeping: the invisible work of flexibility. Work,
Employment and Society.34(6). pp.1079-1096.