Management of Accommodation Services

This document provides an overview of the management of accommodation services in the hospitality industry. It covers topics such as the organization of front office functions, key roles in the front office and housekeeping departments, forecasting linen stock and other guest supplies, interrelationships between departments, the importance of scheduling maintenance, and the importance of security. The content focuses on the case of Holiday Inn as a selected organization.

Management
Accommodation
Services

Table of Contents
INTRODUCTION...........................................................................................................................3
TASK 1............................................................................................................................................3
Covered in PPT.......................................................................................................................3
TASK 2:...........................................................................................................................................3
P4: Explain the organisation of front office functions within a variety of accommodation
services...................................................................................................................................3
P5: Discuss the key roles within the front office department for a selected organisation......4
TASK 3:...........................................................................................................................................5
P6: Review the key roles found within the housekeeping department in a selected
organisation............................................................................................................................5
P7: Assess the importance of forecasting linen stock and other guest supplies to ensure
sufficient supply to meet demand...........................................................................................6
P8: Illustrate the importance of interrelationships between housekeeping and other key
departments within a selected organisation to provide quality provision and services..........7
TASK 4............................................................................................................................................8
P9: Examine the importance of scheduling maintenance or repair work to minimise disruption
to guests..................................................................................................................................8
P10: Discuss the importance of security within a selected organisation................................9
CONCLUSION................................................................................................................................9
REFERENCES..............................................................................................................................10

INTRODUCTION
Hospitality is one of the fastest growing industry, there main focus is to take care of their
guest by providing food, beverages, safety & security, accommodation, entertainment and
satisfaction. Hospitality is made up of two main services that is accommodation for customers
who travels and Food & Beverages sectors that provides food to people outside from their home.
These both sector helps in developing hospitality industry as accommodation provides safety to
people who are unaware about new places. They help their customers to explore the city in more
efficient way. Accommodation management is a service availed by the premises which offers
accommodation services to effectively manage the operations. Service to manage
accommodation are needed both in private and public sector. Establishments like hotels,
conference centres, cruise ships, government care homes, hospitals, housing associations all
needs management service that would see to the day to day operations of these facilities.
Management accommodation services are such services which help in managing these facilities.
Holiday Inn is a UK owned American brand of hotels which is also a subsidiary of Inter-
Continental Hotels Group. It was founded as a U.S. Motel chain, and has grown to be one of the
world's largest hotel chains, with 1,173 active hotels as of September 30, 2018. It's headquartered
in Denham, Buckinghamshire. In this article a brief introduction of management accounting
services is included along with its applications in hospitality sector taking Holiday Inn as the
selected organisation.
TASK 1
Covered in PPT
TASK 2:
P4: Explain the organisation of front office functions within a variety of accommodation
services.
Holiday Inn is a renowned hotel chain and it is really important for the hotel to have
direct contact with the customers this helps in building a positive impact and goodwill in the
market which further helps in generating more revenue. Front office of any hotel is the very first
place where the consumer interacts, this serves as the first connection between the consumer and
the hotel. Front office is also called the heart of a hotel and it is generally located at the entrance

of the premises or at the lobby area where it can be easily founded so that customers can reach
out to it easily (Lee, 2020).
Front office performs various functions which is important for the functionality of the
business. Few of these feature are listed below:
 Front office records the details of check in and check out timing of the customer,
this record is maintained by keeping the record of dates and timings of the
consumer when he is entering and leaving the hotel.
 Front office may also provide telephone services to the consumer internally and
externally both. Internally, on the request of the customer can wake him up by
making up a telephonic call, also the consumer can avail various services by using
the telephone services by just calling the front office and etc.. Externally, the
consumer can make calls outside the hotel premises to any other person or
organisation.
 This department updates the status of rooms in the hotel on its online platforms so
that the viewer can easily book from the available rooms and also it is convenient
for the hotel as well to manage the the business.
 Front office maintains guest database which includes the name and address of the
guest, his contact number and a few other necessary details. It also collects
feedback and rating from the guest which helps in making the necessary changes
and taking necessary decisions (Killaspy and et.al , 2019).
 Some of the hotels also provide the facility of foreign exchange of currencies, so
it has to continuously be in touch with the finance department for the queries
related foreign currency and its value.
P5: Discuss the key roles within the front office department for a selected organisation.
Holiday Inn's front office department is responsible for all of the front office operations
in the hotel. Front desk manager schedule tasks for the front office personnel (Razzouk, 2019).
Their are many roles perform by the staff in this department, a few of them are listed below:
 Holiday Inn's front office department manages and maintains the link between the
management and the front office itself which includes its employees and other
resources (Tussyadiah and Sigala, 2018). This helps in establishing effective

communication so that proper and clear information is conveyed to the
management which further helps in smooth running of business and its operations.
 The hotel's front office also insure that all the standard operating procedures are
followed which helps the consumer to get value for his money and a great
experience.
 Holiday Inn's front office department provides the finance department with
records and data which facilitates everyday audit (Kalinić and Novaković, 2019).
Auditor checks all the transactions of the entire day and mark out all the
reservation faults and cite the charges which the customer has to bear. Also this
record helps in assessing the cash flow for the entire day which helps in analysing
the growth of the business.
 Hotel's front office keeps direct contact with the guest, so if there is anything that
the guest requires front office coordinates the same with the service department
and makes it available to the consumer.
TASK 3:
P6: Review the key roles found within the housekeeping department in a selected organisation.
Holiday Inn has an exceptional housekeeping department which keeps the premises
clean and comfortable for the guests to provide a feeling of home away from home to the guest.
Housekeeping department of Holiday Inn aims to provide clean, attractive, friendly, comfortable
and conveniently arranged rooms (Randle Kemperman and Dolnicar, 2019). Both management
and guest consider the keeping of the place clean and in a good order a necessity for the hotel to
command a fair price and get more business and generate more revenue.
Holiday Inn's housekeeping department has various roles and all of them are important; a
few of them are listed below:
 It ensures a welcoming atmosphere and a respectful and true service from all of its
department.
 The department also ensures the availability of linen in restaurant and in every
room along with the bathrooms.
 It tries to achieve maximum possible efficiency in delivering care and comfort to
the guests and help the department to run smoothly.

 It provides laundry services to the guests and also take cares of the laundry of
linen and uniforms of the staff provided by the hotel itself.
 It also ensures in teaching and training the staff with all the necessary safety and
security regulations, which can prove useful in the case of emergency.
 The department ensures that the cleaning standards are met and proper hygiene is
kept while doing so.
P7: Assess the importance of forecasting linen stock and other guest supplies to ensure sufficient
supply to meet demand.
The executive housekeeper needs to maintain and forecast reasonable level of linen stock
and other guest supplies to ensure smooth running of operations. Overstocking must be avoided
as it blocks cash and also the stock requires a large storage area (Ragab and Meis, 2016). There
should be an effective purchase system to ensure the desired inventory level is maintained which
was set by the executive housekeeper himself. To maintain the inventory levels the executive
housekeeper needs to set the par level for each inventory item.
Every department in the hotel exercises inventory control to manage its inventories
efficiently. As uniform, cleaning supplies, equipments are heavy investments, it is necessary to
keep a close control on this very important asset.
Forecasting and maintaining linen stock and other guest supplies is of great importance.
Importance of inventory control is cited below:
 This enables housekeeping department to provide better services without any
delay or shortfall.
 This helps the department in avoiding overstocking, hence effective use of
working capital.
 With a control like this storage space is effectively managed and there is always
room for more storage when needed.
 This helps the housekeeping department to manage inventory effectively which
helps in avoiding dead stock.
 It keeps smooth flow of housekeeping supplies and aids in continuing operations.
 It also facilitates activities like cost accounting, forecasting and budgeting and
standardisation of quality.

 It avoids confusion and maintains the record of ordering of stock which helps in
avoiding duplication of ordering.
 Inventory control monitors the use of stock which helps in achieving better
product evaluation.
P8: Illustrate the importance of interrelationships between housekeeping and other key
departments within a selected organisation to provide quality provision and services.
Housekeeping department makes close contact with the major departments of every hotel.
It keeps close contact directly or indirectly with departments like: front office, maintenance,
security, food and beverage, stores, purchases, personnel, laundry etc.
 Housekeeping coordinates with front office department: Its important for both
of these departments to coordinate with each other as housekeeping prepares the
room which is presented and rented by the front office to its customers.
 Housekeeping coordinates with food and beverage department: Holiday Inn
needs a lot of help from housekeeping department for its food and beverage
department (Sarhan and Shishany, 2020). Restaurants and banquets frequently
require clean linen and other necessary equipments. Staff also requires clean
uniform on daily basis.
 Housekeeping coordinates with human resource: Housekeeping coordinates
with the human resource department for recruitment of staff, issuing of identity
cards, lockers, promotions, conformation and other facilities.
 Housekeeping coordinates with purchase department: Purchase department
helps the housekeeping department by purchasing various items used in
housekeeping department like cleaning supplies, linens, room stationary, other
guest supplies etc.
 Housekeeping coordinates with security department: Housekeeping personnel
must be aware and vigilant about any illegal activity going on in the premises.
Housekeeping personnel keep close contact with security department and informs
the department if any such activity is going on in the hotel.
 Housekeeping coordinates with maintenance department: Housekeeping
department maintains the hotel and its assets. It ensures to keep the furniture in
working order for the safety of their guests. If its not in working order or any

other asset is malfunctioning like electrical appliances, plumbing items etc. then
housekeeping department informs the maintenance department and get it fixed.
 Housekeeping coordinates with Kitchen: Housekeeping ensures cleanliness in
the kitchen and supplies the kitchen with clean linen and clean dusting clothes. It
also ensures pest control inside the kitchen.
TASK 4
P9: Examine the importance of scheduling maintenance or repair work to minimise disruption to
guests.
Hotel's maintenance department ensures that all the facilities and equipments are
maintained in good condition and are functioning smoothly as to reduce the risk of interruptions
to the running of the hotel.
Maintenance department must perform scheduled maintenance and repairs to ensure
guest safety and the use of its assets for a longer period with efficiency.
 Guest Safety: The maintenance department makes sure that the sprinkler systems
are working properly and all smoke and carbon monoxide detectors have
functioning batteries. Also the locks are inspected on the main door, rooms,
bathrooms, conference rooms and storage areas that are vital for the operations of
the hotels. Alarms and fire extinguishers are also checked so that safety is
ensured.
 Electrical Issues: It periodically checks electrical panels, plugs, outlets and
circuit breakers to prevent large electrical problems. Hotels must have a backup
power supply in there is some power outage or a power cut.
 Plumbing: Hotel maintenance inspects plumbing lines constantly and repairs or
replaces the fittings if they see any sign of rust, leaks, cracked pipes, toilet
malfunctions, water pressure as well as water damage to the floors and ceilings. It
also includes preventive measure plan for dirt and fungus.
 Floors: Its important for the hotel to ensure good flooring, as there is a lot of foot
traffic. Maintenance department ensures its durability and ensures the use of
durable concrete sealers which protect the concrete floor from discolouration as
well as moderate erosion.

P10: Discuss the importance of security within a selected organisation.
Security in a hotel, or within the hospitality industry is important to safeguard the staff,
guests, physical resources and assets. Physical assets might include equipments, buildings,
appliances, guest belongings and even the hotel grounds (Ðurkin and Kolaric, 2016).
Holiday Inn ensures that all the safety measures are taken and it also provides training
and educates its personnel so that they can protect themselves, guests and assets of the hotel. For
example; one security measure to inform staff about the importance of taking the right decision
in case of an emergency such as a fire and evacuation or in the event of a terror attack.
In this pandemic its really important for the hospitality industry to operate with taking
necessary precaution and ensuring consumers about their safety. Holiday Inn takes necessary
precautions and carefully sanitises all of its rooms and take in guests after checking their
temperature and sanitising their hands.
CONCLUSION
From the above report it can be concluded that Management Accommodation Services is
an essential service in the hospitality industry. In this report various factors are out-looked
concluding the importance of various departments within management accommodation services.
The accommodations services have various forms such as budget Hotel, Chain Hotel, Franchises,
etc. These Hotels are classified into different grading system on the basis of their facility and
services which they provide to customers. In a Hotel Front officer plays an important role as they
are the one who interact with people and create a perception of Hotel. There are various other
department who are interlinked with each other. Hotel have to maintain the accommodation
services ensuring that customer must satisfied with services.

REFERENCES
Books and Journals
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