Managing Accommodation Services

This document provides insights into managing accommodation services, including the scale and size of the services, different forms of ownership, the role of grading and classification systems, and the impact of online review sites. It also discusses the organization of front office functions, key roles within the front office department, roles within the housekeeping department, and the importance of scheduling maintenance and security.

MANAGING
ACCOMMODATION SERVICES

Contents
INTRODUCTION...........................................................................................................................3
LO 1.................................................................................................................................................3
P 1 Identify the scale and size of the accommodation services...................................................3
P2 Explain the different forms of ownership available to accommodation services...................4
P 3 Discuss the role that, grading, classifications systems and online review sites play when
potential guests look for and book accommodation....................................................................4
LO 2.................................................................................................................................................5
P 4 Explain the organization of front office functions within a variety of accommodation
services........................................................................................................................................5
P5 Discuss the key roles within the front office department.......................................................6
LO 3.................................................................................................................................................7
P 6 The key roles found within the housekeeping department....................................................7
P 7 Importance of forecasting linen stock and other guest supplies to ensure sufficient supply
to meet demand............................................................................................................................7
P 8 Importance of interrelationships between housekeeping and other key departments...........7
LO 4.................................................................................................................................................8
P 9 Importance of scheduling maintenance or repair work to minimize disruption to guests.....8
P 10 Importance of security.........................................................................................................9
CONCLUSION................................................................................................................................9
REFERENCES..............................................................................................................................11

INTRODUCTION
The provision, for a fee, of sheltered overnight accommodation in appropriately equipped rooms,
including at least a bed, offered as a main service to tourists, travelers and lodgers is known as
management of accommodation services. Premier Inn is a British hotel chain and the UK's
largest hotel brand, with more than 72,000 rooms and 800 hotels. It operates hotels in a variety of
locations including city centres, suburbs and airports competing with the likes of Travelodge and
Ibis hotels. This report gives classification on the scale and size of the accommodation services.
different forms of ownership available to accommodation services. The selection of hotels and
grading and rating and the impact of online review platforms on their sales. The organization of
front office functions within a variety of accommodation services. Other than that role and duties
of housekeeping and importance of forecasting the sales as per the time of the year so that right
decision can be made (Mate, Trupp and Pratt, 2019).
LO 1
P 1 Identify the scale and size of the accommodation services
There are various and different chains of hotels in UK which operate on a large level such
as Premier Inn. The size of the company is large as they have hotels all across the world. Apart
from that they have made their accommodation facilities for the citizens of UK as well as tourists
from different countries. Facilities of Premier Inn includes facilities that are related with
accommodation and that are of serviced nature which covers the area of restaurant. Category of
Premier Inn stands in luxury hotels. The scale of the business is determined by their reputation
and grading systems. Facilities offered by Premier Inn comes into 5 star services which states
that they are known for their level of exceptional customer service. After the analysis of market
it has been determined that by the management of business that the scale of business can go up as
per the needs of people. This is because different people have different needs. For instance some
of them may require high class services of accommodation and some of them may require a
budget hotel service such as bunkhouses or a service apartment where they can cater by
themselves without any rules and regulations. There are different options available to Premier
Inn such as these through which they can deal in different line and gain a large base of

customers. This will help them to create more customers and acquire more share in market by
increasing their scale of operations.
P2 Explain the different forms of ownership available to accommodation services
Privately Owned-
This form of ownership states that the investment is put up by only one individual who is
considered as the owner of the company. Due to this owner have full control on making
decisions for the hotel which may be right or wrong. Also customers can change their deal of
package and asked services easily so that it can be customized in a better way.
Managed Hotels-
Owners of hotel may invest in this line of dealing but they don’t have any experience in
the area of management and that is why they take the help of other companies to seek expertise.
After that owners will just have to work on the finances so that hotel can function easily. Also
with the help of management company they will get free of taking decisions.
Franchises-
This model helps the owner to get the customers and return on investment soon because
of the goodwill they have in different markets. Also tourists have trust over the brand only thing
that is difficult in this form of ownership is that owner has to invest huge sum of money in
market.
P 3 Discuss the role that, grading, classifications systems and online review sites play when
potential guests look for and book accommodation
British Tourist Authority-
The board of UK which manages the decisions of tourists AA and RAC together looks
after the hotels and their services and on the basis of that they grade them as per stars. Two types
of grading system is used by them that is stars and diamond. Stars are used for hotels with
restaurants and diamond for guest houses or small scale restaurants. If it is graded as one star
then that means facilities offered by them is less. On the other hand diamond rating means that
facilities offered by them are on acceptable level. If they both are on high level then it means that

it offers everything which covers luxury. If the hotel and its management wants to attain 5star
grading then they will have to offer services and technologies that are exceptional and attain the
interest of their customers (Zhang, Bufquin and Lu, 2019).
The role of online review has changed the way hotel has to conduct business as people
give reviews on platforms such as Tripadvisor which can influence other people. If the feedback
is good then it can attract other people and if it is not good then they will lose a lot of potential
customers. if the no of reviews are more on the positive side then they will be able to increase
their rating. Other than Tripadvisor there are other platforms which can be used by the company
in order to promote their business, they just need to meet the wants of clients and satisfy them so
that they can get this benefit. Earlier it was different as people did not used to believe in it but
after seeing that reviews are truth and everyone wants the worth of their money they started to
look for them before getting a deal.
LO 2
P 4 Explain the organization of front office functions within a variety of accommodation services
Front Desk Manager-
The officer working on this post of Premier Inn has to look after the operations and
manage the operations of business. They make sure that employees are available for their
customers at any point of time. They also make sure that any policy formed by the management
is being followed or not so that action can be taken. Hotels such as Premier Inn offer encounter
celebrities and for that they give them all the attention they need (England and Improvement,
2020).
Reservation Clerk-
Employees working on this post have to attend employees on a personal level by
communicating with the guests which can be on internet or phone. This way they plan and fix
their visit and customize their trip as per their needs. For instance if a guest demands that they
need a room out of smoking area then it is the duty of the clerk to fulfill that (Yang, Huang, and
Shen, 2017).

Porter or Bellhop Service-
Once the guests have arrived the duty of people who works for this service is to greet and
welcome them and take away their luggage and take them to their room. It is the duty of porter to
check that room is fully function able so that guests do not face any difficulty.
Coordinate with guest needs-
The concierge of hotel have to look after the things which are concerned with travel,
entertainment etc. Apart from this they help the guests and advise them to visit the must places of
their city. When everything is fixes they book them a cab at your own convenience.
P5 Discuss the key roles within the front office department
The department of front office in Premier Inn is looked after by manager of front office.
They are responsible to coordinate with activities, supervise them. With that they go through the
process of training or hiring so that they can prepare the budget and look after the performance
of employees so that they can address them. There is another personnel working in this
department and that is the one who is assistant to front office manager. Both of them have
common goals which are to maintain and offer the best service to their customers. Assistant have
to look after payroll, their salaries, timing of their shift and queries related to refund. Other than
that in this department front desk representative also works who has to be sure with the prices
and policies of the services. This is necessary to handle any cause which arises fault of the hotel
so that they can settle it. Also they have to maintain the records of guest, assign rooms etc.
moreover one thing that is important for this department is to form and maintain the relationship
with guests so that they can attain the goal of offering the best customer service. In order to work
under this department individual must have skills of communication and a decent personality so
that he or she can easily interact with customers and keep a connection with them. There are
other people who are a part of this department such as Night auditor, cashier whose job is to
work on the finances and maintain the balance of business so that they can function in smooth
manner (Magno, Cassia and Ugolini, 2018).

LO 3
P 6 The key roles found within the housekeeping department
The department of housekeeping is that place where the main job of employees is to
maintain and offer the best sanitation possible. As it is considered as one of those aspects by
people which attracts them. The area other than this in which they have to perform are
maintenance, health spa and condition of rooms as per the status and brand maintained by
Premier Inn. The main area of focus is to keep up with the cleanliness of guest rooms because it
is the one thing that is the most important to customers. They maintain the decorum of room and
use suitable fragrance which makes the customer feel more relaxed. The duties of housekeeping
department in hotels never end they have to be available 24/7 on their own shifts. This is done so
that guests who have stayed never face any issue and even if there is any issue it can be sorted
out easily (Celata, Hendrickson and Sanna, 2017).
P 7 Importance of forecasting linen stock and other guest supplies to ensure sufficient supply to
meet demand
The management of Premier Inn has to work and implement their approaches as per the
decision making of needs and wants of market. for that it is necessary that they predict the
demand as per the past seasons on which they have seen high or low footfall. This will be helpful
to them because there are a lot of items which needs to be maintained by hotels as their inventory
such as soaps, shampoos, towels and supplies that are necessary and handful which helps them to
maintain their cleanliness and flow of order that is required to maintain the restaurant. This meets
with the goods that helps them to keep up with the standard of hygiene. This can be easily done
with the help of assessing and observing their past records through which they can fill their stock
as per the necessary analysis. But if they do not do this and keep piling the stock of inventory
then it will go expired which will be a waste for them as they won’t be able to use it which will
affect their resources. Also if they keep up working with these methods they will be prepared at
the time of peak season through which they will be able to impress their audience as they will
judge that even at peak season they face no issues. This will go on online review platforms
through which Premier Inn will be able to generate more sales (Casais, Fernandes and Sarmento,
2020).

P 8 Importance of interrelationships between housekeeping and other key departments
Housekeeping and Purchase Team-
It is with the help of purchase team that the right quality products in right quantity are
bought such as room stationery, cleaning materials, ingredients to maintain restaurant and its
hygiene and basic supplies for guest. If they do not work together in coordination then they
won’t be able to set the level of inventory on which it is required which will affect the work of
both teams as without the requirements housekeeping won’t be able to maintain hygiene as per
the standard (Rogerson and Rogerson, 2019).
Housekeeping and Security Team-
It is the duty and responsibility of security team to look after the safety of people and
give them the privacy they need. Premier Inn has invested a huge sum of money. If they do not
keep up with this measure then they won’t be able to reduce the no of cases which are related
with illegal measures because many people hide away their stuff and when they are inside the
room they use it which is not legal to do. Housekeeping is not able to look out on every one of
them as there are many clients which is why they take the help of security team to pertain this
and if anyone is caught strict action is taken against them (Bigby and Beadle‐Brown 2018).
Housekeeping with HR-
Team of housekeeping work with HR as they have to report the cases which are on small
level but important such as forgetting ID cards or bringing this facility or feature in the room so
that their work can go easier and they can increase their productivity which will save the time
and efforts.

LO 4
P 9 Importance of scheduling maintenance or repair work to minimize disruption to guests
There are different areas in which management of hotel has to keep up to date such as
A/C, lighting, water supply, kitchens and system of heating. This will help them to keep up with
the responsibility of maintaining the hotel and save their reputation in front of customers. This
may get them repeated sales from them because they never faced any difficulty and all of their
needs and wants were satisfied. Premier Inn will become their first option whenever they want to
go out and book a hotel. In order to keep up with this measure the management of company uses
different software that are enabled in their system through which they get the insight of area
which requires change. Now the management who deals on this issue has ideas of routine which
helps them to save their cost on the items that were changed unnecessarily before. Other than this
they will be able to save a lot of time in routine check through which they are able to give their
attention on other areas. This will help them to reduce the chances of breakdown of things in an
unexpected manner which will save the cost on replacement and repairs as everything will be
done in planned manner not in a case of emergency.

If the guests at the hotel face this issue the hotel will never be able to generate positive
reviews through which they will not be able to generate more customers and they will start to
lose off their existing customers (Bakker and Twining-Ward, 2018).
P 10 Importance of security
The owner of management of the hotel has to keep this aspect in mind when they have
invested in it at a initial stage so that its map and structure cope up with it. This is because no
guest would feel safe if the design or amenities of the hotel would not feel secure to them. People
want that with them they can keep their stuff safe and roam, visit the place carefree without
giving second thoughts on these things. Apart from that management has to keep a check of their
items which they keep in room and deliver specially to their guests on their request because
everything maintained by a 5 star hotel such as Premier Inn is expensive and if they are not able
to keep up with security then they will surely lose many of their items. Company will lose their
customers if they are not able to keep up with the aspect of security out in different areas such as
crime, abduction or keeping the food and consumable related items safe from stealing it or from
insects. It is the responsibility of management to make sure that the right trolley is taken nd
escorted to their room without causing any damage or breakage to it. Nowadays there are
different programs for security which is already installed in expensive hotels such as CCTV
cameras, entry with card key etc. which helps the management to look an eye on everyone. If
they are able to keep up with this measure in right ways then they will surely be able to retain
their customers as they will get a carefree and better experience. Also at this level of security
employees also tend to feel safe and work with a free state of mind (Alnawafleh, Alghizzawi and
Habes, 2019).
CONCLUSION
From the above studies it has been concluded that Premier Inn has been successful in
attracting a lot of different customers and it is because of their better offering of service that they
are able to get better reviews online through which they have seen a positive response in their
sales. They have met with the standard of security and excel at that as there has been no case
reported in that particular field which makes customer feel safe and enjoy their trip freely. It is
important that they come out with different approaches so that they can go ahead from their

competitors. The scale and the staff of the company is big as they operate on a large scale. It is
because of decorum of hotels and their exceptional services that they have been able to get 5 star
rating. This report further highlights importance of housekeeping with other departments
importance of maintenance and security in hotels to guests and their reputation.

REFERENCES
Books and Journal
Alnawafleh, H., Alghizzawi, M. and Habes, M., 2019. The impact of introducing international
brands on the development of Jordanian tourism. International Journal of Information
Technology, 3(2), pp.30-40.
Bakker, M. and Twining-Ward, L., 2018. Tourism and the sharing economy: policy and potential
of sustainable peer-to-peer accommodation. World Bank.
Bigby, C. and Beadle‐Brown, J., 2018. Improving quality of life outcomes in supported
accommodation for people with intellectual disability: What makes a difference?. Journal
of Applied Research in Intellectual Disabilities, 31(2), pp.e182-e200.
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
accommodation. Journal of Hospitality and Tourism Management, 42, pp.51-57.
Celata, F., Hendrickson, C.Y. and Sanna, V.S., 2017. The sharing economy as community
marketplace? Trust, reciprocity and belonging in peer-to-peer accommodation platforms.
Cambridge Journal of Regions, Economy and Society, 10(2), pp.349-363.
England, N.H.S. and Improvement, N.H.S., 2020. Managing capacity and demand within
inpatient and community mental health, learning disabilities and autism services for all
ages.
Magno, F., Cassia, F. and Ugolini, M.M., 2018. Accommodation prices on Airbnb: effects of
host experience and market demand. The TQM Journal.
Mate, M.J., Trupp, A. and Pratt, S., 2019. Managing negative online accommodation reviews:
evidence from the Cook Islands. Journal of Travel & Tourism Marketing, 36(5), pp.627-
644.
Rogerson, C.M. and Rogerson, J.M., 2019. Tourism and accommodation services in South
Africa: A spatial perspective. In The Geography of South Africa (pp. 213-220). Springer,
Cham.
Yang, S., Huang, S.S. and Shen, G., 2017. Modelling Chinese consumer choice behavior with
budget accommodation services. International Journal of Culture, Tourism and Hospitality
Research.
Zhang, T., Bufquin, D. and Lu, C., 2019. A qualitative investigation of microentrepreneurship in
the sharing economy. International Journal of Hospitality Management, 79, pp.148-157.