This document discusses the importance of managing accommodation services in the hospitality industry. It covers the roles of the front office and housekeeping departments, the interrelationship between departments, scheduling maintenance, and the importance of security. The document also includes a case study of Hotel South Lodge in the UK.
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MANAGING ACCOMMODATION SERVICES
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Table of Contents INTRODUCTION..........................................................................................................................1 PART A...........................................................................................................................................1 Covered in PPT...........................................................................................................................1 PART B............................................................................................................................................1 Explain an organisation front office functions within variety of accommodation services........1 Discuss key roles within front office department......................................................................2 Key roles within Housekeeping department..............................................................................3 Importance of forecasting linen stock and other guest supplies to ensure sufficient supply to meet demand...............................................................................................................................5 Importance of interrelationship between housekeeping andother key department to provide quality provision and services....................................................................................................5 Evaluate the relationship between housekeeping and other key departments............................6 Importance scheduling maintenance or repair work to minimise disruption to guest................6 Discuss importance of security within an organisation...............................................................7 Assess the role maintenance plays within the accommodation services.....................................7 Critically evaluate the importance of communication between the housekeeping and facilities department...................................................................................................................................7 CONCLUSION................................................................................................................................8 REFERENCES................................................................................................................................9
INTRODUCTION The term accommodation refer to the room, building, lodging that provide shelter o the guest and that provide satisfaction to the customers.Accommodation services refer to that services which is mainly offered by hospitality industry to provide satisfaction to the customer so that they can use the services. It helps the visitors and tourist by providing the safety and security at new places. This also helps the visitors to explore several areas for filling their desires in an appropriate manner(Abed and et. al., 2019). Accommodation services mainly influences holiday trips that is useful to enhance the overall experience related to travelling in an amazing manner. This project report is based on accommodation services and for this Hotel South Lodge, UK is to be undertaken. Hotel South Lodge founded in 1985 by James Hodges. This report includes role, functions of front office department and also the significance of linen stock. It also explains interrelationship between housekeeping and several departments to offer quality services to customers. Further it involves an importance of scheduling maintenance to reduce the disruption of guests. At last it reflects the benefits of security for the guests to enhance profits margin. PART A Covered in PPT PART B Three different types of service providers: Lodging accommodation:This services provider’s counts in luxurious and lavish hotels restaurants. These services are more likely to use by the high income group people and that helps the business to gain high level of profitability. Again this includes the people who use the services such as the high comfort and high maintained hotel rooms. Quick service establishment:These are the quick service restaurants that offer food on the basis of customer demand. Explain an organisation front office functions within variety of accommodation services Front office refers to an area where guests first arrive at the hotel. It is also known as reception area. In terms of Hotel South lodge, manager highly focus on hiring the best candidate who attend the guest effectively as it shows the first impression(Gössling and et. al., 2019). It is essential within hospitality industry because it is situated near an entrance of accommodation 1
establishment. Front office helps in generating high revenues for an organisation. Front office in Hotel South Lodge perform several functions and some of them are shown below: ï‚·Hotel rooms- It is mainly known for front deskmanagement core function. In this reception areaperform a core operations related to interacting with customers and guest. In terms of Hotel South Lodge, receptionists answer a guest question related to issues and queries. In this front office is mainly responsible for allreservations, enquiries and accommodations that are made available to the visitors. In this they also offers the bed and breakfast services and addition to this also offers the host living in the house. ï‚·Food services- It is also an effective service which the Hotel South Lodge is provided to their customers. In this concerned hotel offers theRestaurant and bars services,catering servicesto their guests. In this hotel ensures that they provide proper meal, drinks and other food services to visitors. ï‚·Resorts-It is an service that a hotel offers to guests. This is located at nearby desirable places like hills, seashores and many more(Salcedo, WHITE LION SA, 2018). In this front desk office functions aBell desk rolewhich is based on proper caring related to room hygiene, back field, luggage handlingetc. In this they will ensure that garbage is disposed and hotel facilities are safe. Discuss key roles within front office department Front office department is based on service delivery system where customers connect with an organisation staff. In terms of Hotel South Lodge, front office department play vital role thataremajorlyrelatedtohandlingcustomersissuesandqueries.Duetofrontoffice department , a business enterprise done their task in effective manner so that guests and visitors are satisfied totally.It includes key roles that a front office department of Hotel South Lodge can perform that are to be shown below: ï‚·Reservation- Front office or a receptionists play a vital role in doing and managing clients reservations(Stren, 2019). In terms of Hotel South Lodge, front office executives focus on managing bookings done by using internet, e-mail, telephones etc. and also maintains a credentials for every visitors when they check in and check out. Within this technical department are always active and focus on opting advanced software so that security related to reservations of clients are maintained securely. In this they also 2
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perform a role of ensuring maximum booking so that high profitable results are gained by an organisation. ï‚·Cash department & communication- In hospitalityindustry,communicationand accounting play a vital role in dealing effectively with customers(Wood, 2017). In terms of Hotel South Lodge, front desk department perform a role of managing telephony, guest communications, advertisements, payroll, currency exchange etc. In this front desk executive also focus on providing security to client debit and credit cards so that large number of visitors are attracted towards hotel. ï‚·Porters-Withinhotelindustry,frontdeskdepartmentperformroleofmanaging customers accommodations services like taking luggage to rooms, collecting luggage from rooms, parcel to guest and many more so that they feel satisfied with the company regular services. In terms of Hotel South Lodge, front office executive focus on storing client luggage from early to late arriving guests so that guests feel satisfied. In this front desk department also emphasis on behaving well as per visitors choice and preferences. By analysing above role of front desk department it is evaluated without front office services, hospitality industry cannot effectively operate their activities. In this receptionists perform the multi tasking jobs within service industry. Hence, it is very vital asset for the hotel. Key roles within Housekeeping department Hospitality businesses are operate for proper satisfaction and happiness of customers within this housekeeping department is one of an essential department in a hotel premise. A hotel housekeeper is mainly responsible not only rooms but the whole hotel cleanliness(Salvioni, 2016). It is an operational department which contributes in maintaining reputation of a business in market. In terms of Hotel South Lodge, housekeeping department provides guests a desirable room that satisfy the guest in hotel. This department is highly ensuring to provide customers clean,attractiveandwelcomingatmospherethatreflectsvaluefor money.Withinhotel, Housekeeping department perform several key roles that are demonstrate below: 3
Illustration1:(Source: Housekeeping organisational chart, 2020) § Role of housekeeping Proper focus on polishing and dusting of room, hotel furniture and several other fixtures. Perform a key role of catering to laundry needs which includes dress of staff members, clients clothing etc. Properly clean and sanitise toilets, baths, sinks etc. Effectively coordinate with other departments related to renovation of property when needed by taking proper guidance with interior designers(Curry, 2019). Role of housekeeping executive Perform role of managing and overseeing the cleaning services within Hotel South Lodge. Inform the operation level housekeeping staff related to procedures and policies while cleaning the hotel rooms so that guest are satisfied. They also perform a role of ensuring careandcomfortrelatedtoguestthathelpsinsmoothrunningofhousekeeping department. 4
ï‚·Perform role related to provide uniforms to all staff of Hotel and also gives them proper inventories like goods in stock, property, content of building etc. for maintain adequacy within the hotel premise. ï‚·Housekeeping executive focus on performing a role of maintaining relationship with other departments also so that operations and activities are to be performed smoothly (Sundar, 2017). Importance of forecasting linen stock and other guest supplies to ensure sufficient supply to meet demand In hospitality industry, services are consumed at rapid level as it depends on needs and demands. At this it is vital for company to be aware about linen stock. Linen stock refers to an inventory, equipments etc. that are needed to perform hotel activities in an appropriate manner (Burke, 2017). There are several types of linen stock that includesbath- hand and bath towel, wash cloths etc.beds- pillow, bedsheets, mattress cover etc. ,table- napkins, table-cloth and banquet linens. Further it also includes consumable and non consumable items that are core for satisfy customers needs. All these are basic requirements of guests that are essentially fulfilled by hotel. In case of Hotel South Lodge, executive housekeeping manager focus on timely check whole linen stock by using computer software and sometimes personally. If linen stock is not up to the mark then customers reviews the hotel in negative manner thatwillaffectoverallbrandimage.Duetonegativecommentscompanygrowthand development is slow down. In Hotel South Lodge, Linen stock are checked on regular basis so that inventory remain full that are useful for customers to enjoy services in effective and proper manner(Lewis-Newby and et. al., 2015). After evaluating above analysis it is analysed that hospitality sector includes several functions that are to be performed in an appropriate manner. In this front office and manager play vital role to maintain linen stock because it helps in performing activities smoothly. Importance of interrelationship between housekeeping andother key department to provide quality provision and services In service industry there are several departments that are useful to attaining goals. These departmentarehousekeeping,technical,maintenanceetc.Allthesedepartmentperform different role in hotel. In terms of Hotel South Lodge, several departments are working that are 5
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managedbysuperior.Interrelationshipbetweenhousekeepingandotherdepartmentsare mentioned below ï‚·Housekeeping& security(technical) department- In hospitality industry interrelation between both security and housekeeping are essential. In this house keeping offers satisfaction to customers and security department ensures safety of clients(Park,Kim and Choo, 2017). In terms of Hotel South Lodge, ensures that these two departments are working effectively so that large base of customers are satisfied. Due to this customers information are safe and they also get the clean environment at premises. ï‚·Housekeeping & FO department- In this front office departments reflects receptionists services and without it no operations are perform smoothly. In this housekeeping department follows all guidelines of front office such as taking customers luggage to their rooms, solving issues etc. In terms of Hotel South Lodge, Housekeeping and front office departmentareworkingcoordinateeffectivelyduetowhichservicesofferedto customers are satisfied them so that maximum profits are attained. ï‚·Housekeeping and food and beverages department:Housekeeping department of the organization focus on the effectiveness and hygiene of food and beverage department so that they can provide effective growth and efficiency to the customers and increase the level of effectiveness. ï‚·Housekeeping and supply department:Housekeeping department enausre that they provide list of various resources to the supply department so that they can provide on time and effective services can be provided to the guest of the hotel. Evaluate the relationship between housekeeping and other key departments By analysing above interrelation it is stated that several departments perform their task effectivelyduetowhichhighprofitableresultsaretobeenjoyed.Becauseofpositive interrelation between housekeeping and other departments discipline and positive atmosphere is to be reflected. Importance scheduling maintenance or repair work to minimise disruption to guest In hospitality industry scheduling maintenance is very essential because it helps in eliminating disruption for guest(Carrim, 2016). In terms of Hotel South Lodge, maintenance involves ceiling walls, electricity, elevators etc. Within this scheduling maintenance play an essential role that are reflected below: 6
Importance of Scheduling Work–Scheduling maintenance is very significant to attain particular task and generate profits within specified period of time. Employees in hospitality industry perform their activities appropriately for providing benefits to guests as per skills and experts. In this maintenance workers also have responsibility for hygiene of areas of the hotel premise. This department help the helps the accommodation services to done in most effective manner so that effective outcome can be achieved. scheduling provide the effective services to the customers so that they do not get disturbed on the time of check in the hotel. Maintenance of Log Book –It is related to customers information that are listed through the logbook. This data includes client information related to contact number, locations, check in and check out time etc. This log book helps the manager of hotel to understand customers preferences related to products. In terms of Hotel South Lodge, with the help of proper maintenance of log bookmanager easily identify an interested area of customers so that high profitable results are to be enjoyed. This helps the guests in the hotel to know about the timing and schedule of their visit at the hotel and that helps to provide them effective level of satisfaction and growth in the hotel. Discuss importance of security within an organisation Security department play an important because it offers protection related to all negative factors like security from thief etc. It includes several importance of security that are stated below in terms of Hotel South Lodge: Guest-Tooffersafetytoclientishighlyessentialfromattacksandleakingof information because it develops client trust towards hotel (Wang and Et. al., 2016). Staff-To offer security to staff members of Hotel South Lodge they focus on providing insurance related to health protection. Guest Luggage-It is important to provide safety of luggage to guest so that high satisfaction level are to be reflected. Assess the role maintenance plays within the accommodation services Maintenancedepartmentperformseveralroleandactivitiessothateveryoneget everything on time. In terms of Hotel South Lodge, maintenance department helps in managing cost and ensures that everything provide to guest at best price so that high profits are to be gained. It helps in managing everything so that everything is to be placed at own place and this will reflect proper infrastructure. In this hotel staff several function like clean floors, walls, 7
furniture etc. It is a major part of accommodation services within Hotel South Lodge in which they offer unique services to their customers. It will be developed in continuous basis where services are to be changed as per demand present in market. Critically evaluate the importance of communication between the housekeeping and facilities department It is critically evaluated that communication is very essential within each and every department to convey problems and task to other departments in an understanding manner. It is a medium that is effective for business to enhance performance and proficiency. Within hospitality industry communication between housekeeping and facility department helps in attaining the targets related to high base of customer attraction within specify period of time. Proper communication helps in reducing misunderstanding which reflects success of Hotel South Lodge. CONCLUSION From above explained report it is to be concluded that accommodation services are very prominent services within hospitality industry. It includes several roles and functions that are preformed by front office and housekeeping department to enhance customer attraction. This report also inculcates various benefits of linen stock and various other resources that helps in managing the needs of guest by fulfilling all their requirements. This report also helps in gaining the knowledge related to interrelationship between housekeeping and several other departments. In this communication play a major role within growth and success of Hospitality industry. At last it enhances the understanding based on scheduling maintenance and repair of work to eliminates the disruption of visitors and offers quality services that reflects the best managing accommodation services. 8
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REFERENCES Books and Journals Abed, F. and et. al., 2019. Scheduling maintenance jobs in networks.Theoretical Computer Science. 754. pp.107-121. Burke, T.B., 2017. Choosing accommodations: Signed language interpreting and the absence of choice.Kennedy Institute of Ethics Journal,27(2), pp.267-299. Carrim,N.M.H.,2016.ManagingreligiousdiversityintheSouthAfricanworkplace. InManaging Religious Diversity in the Workplace(pp. 135-158). Routledge. Curry, W.S., 2019.Contracting for services in state and local government agencies. Routledge. Gössling, S. and et. al., 2019. Towel reuse in hotels: Importance of normative appeal designs. Tourism Management. 70. pp.273-283. Lewis-Newby, M. and et. al., 2015. An official American Thoracic Society policy statement: managing conscientious objections in intensive care medicine.American Journal of Respiratory and Critical Care Medicine. 191(2). pp.219-227. Park, D.B., Kim, K.H. and Choo, H., 2017. The development of quality standards for rural farm accommodations: A case study in South Korea.Journal of Hospitality & Tourism Research,41(6), pp.673-695. Salcedo, J., WHITE LION SA, 2018.Method, system, and software product for managing people, goods and services using automatic identification technology. U.S. Patent Application 15/928,814. Salvioni, D., 2016. Hotel Chains and the Sharing Economy in Global Tourism.SYMPHONYA Emerging Issues in Management, (1). Stren, R.E. ed., 2019.African cities in crisis: managing rapid urban growth. Routledge. Sundar, V., 2017. Operationalizing workplace accommodations for individuals with disabilities: A scoping review.Work,56(1), pp.135-155. Wang, T., and Et. al. , 2016. Case study of integrated prefab accommodations system for migrant on-site construction workers in China.Journal of Professional Issues in Engineering Education and Practice,142(4), p.05016005. Wood, R. C. ed., 2017.Hotel Accommodation Management. Routledge. ONLINE Housekeepingorganisationalchart.2020.[Online]Availablethrough: <https://www.lucidchart.com/pages/templates/org-chart/housekeeping-organization- chart-template>. 9