Managing Accommodation Services in Holiday Inn

Unit 7 - Managing
Accommodation Services
(Part B: Report)

TABLE OF CONTENTS
INTRODUCTION...........................................................................................................................3
LO 2.................................................................................................................................................3
Organisation of front office functions in Holiday Inn.................................................................3
Key roles within the front office department for Holiday Inn.....................................................4
LO 3.................................................................................................................................................5
Key roles within the housekeeping department in Holiday Inn..................................................5
Significance of forecasting linen stock and guest supplies to ensure sufficient supply to meet
demand.........................................................................................................................................5
Significance of interrelationships between housekeeping and other departments within
Holiday Inn..................................................................................................................................6
LO 4.................................................................................................................................................7
Importance of scheduling maintenance and repair work for reducing disruption to guests........7
Significance of security within Holiday Inn................................................................................7
CONCLUSION................................................................................................................................8
REFERENCES................................................................................................................................9

INTRODUCTION
Accommodation services are one of the largest sectors in the tourism industry which
comprises of various infrastructural services for staying and lodging in buildings, rooms that
provide a shelter for a traveller or person to stay. Management of accommodation services
involves planning, organisation, directing, controlling and evaluating operations of
accommodation services in various places like hotels, motels, bed and breakfast, resorts etc. This
report will evaluate the management of accommodation services of the hotel company Holiday
Inn which is a UK owned brand of hotels and a subsidiary of intercontinental hotels group. This
is one of the largest hotel chains in the world with more than 1000 active hotels and over
200,000 rentable rooms. The headquarters of the hotel company is in Denham, Buchinghamshire
(IHG, 2021). This report will address the front office department in the accommodation services
of the holiday Inn, evaluate contribution of housekeeping department and assess the function of
security and facilities in the accommodation services.
LO 2
Organisation of front office functions in Holiday Inn
The front office of the Holiday Inn hotels is considered one of the most important areas
of the entire organisation. This is because the employees that work with this department
represent the establishment as they are the first people that visitors encounter and interact with.
This is the most visible department of among various accommodation operations in the hotel.
The front office department is involved in various functions like processing and handling the
transactions between the customers and the hotel, receiving and welcoming the guest, handling
their requests, guiding and helping them out, processing payments and arranging things,
communicating the activities with other departments like housekeeping to arrange the room as
soon as guests arrive etc (Soelton, 2018). The front office department in holiday inn includes the
front desks, uniformed services, front office accounting system, concierges, private branch
exchange. The major responsibilities of these front office are creation of the visitor database,
managing the guest accounts, coordination with the visitor service, selling and promoting in
house services, ensuring the customer satisfaction, managing the in-house communication
through private branch exchange. In Holiday Inn the front office is divided into two categories,
front house and back house operations. The front house interacts with guest, uses the customer
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