Managing Accommodation Services

This document provides an overview of managing accommodation services in the hospitality industry. It covers topics such as the organization of front office functions, key roles in the housekeeping department, and the relationship between housekeeping and other departments. The document also includes a case study of Red Carnation Hotel. Suitable for students studying hospitality management or related courses.

Managing
Accommodation Services

Table of Contents
INTRODUCTION...........................................................................................................................1
MAIN BODY...................................................................................................................................2
TASK 1............................................................................................................................................2
Covered in PPT...........................................................................................................................2
Task 2...............................................................................................................................................2
P4. Explain the organisation of Front Office functions within variety of accommodation
services. ....................................................................................................................................2
P5. Discuss the role within in front offices department for selected organisation......................3
Task 3...............................................................................................................................................4
P6. Review the key roles found within housekeeping department in selected organisation.......4
P7. Assess the importance of forecasting linen stock and other guests suppliers to ensure
sufficient supply to meet demands..............................................................................................6
P8. Illustrate relationship between housekeeping department and other key department within
selected organisation...................................................................................................................7
Task 4...............................................................................................................................................8
P9. Examine the importance of scheduling maintenance on repair which work to minimise
disruption to guests.....................................................................................................................8
P10. Discuss the importance of security within selected organisation......................................9
CONCLUSION ...............................................................................................................................9
REFERENCES..............................................................................................................................11

INTRODUCTION
An Accommodation is refers about to provide facilities in perspective of resting,
hospitality type specification where people can stay and get convenience traits of services like
lodging, better quality of food, beverages and travelling related services get better experienced.
Every hospitality industry business is having an objective to provide guest for making their
expectation fulfilled in excellence manner (Aruan and Felicia, 2019). Some of accommodation
types are highlight as Hotels, Apartment, Bed and breakfast, Homestays, personal care services,
holiday parks for only generates facilities for making guest experienced memorised and
satisfactory.
For instance, in report the company is Red Carnation which is British private boutique
Hotel company that owns a number of subsidiary undertakes for operating in leisure and holiday
type of sectors in United Kingdom. They have different types of products in terms of Holidays,
Caravan Parks, sales etc. As Bourne leisure generates revenue 951.4 million pounds and overall
workforce are around fourteen thousand.
1
Illustration 1: Red Carnation Hotel, 2020
Source: https://www.eighty-days.com/2018/red-carnation-hotels-
audience-sharing-sem-engagement/

MAIN BODY
PART A.
Covered in PPT
PART- B
Task 2.
P4. Explain the organisation of Front Office functions within variety of accommodation services.
The front office reflects about customer facing division about firm for examples,
customer service, sales and industry that enhance to give experts that to facilitates advisory
services that considered that part of front offices operations (Brochado and Pereira., 2017). In
Red Carnation Hotel, is also have front office department as their major role to handle guests
welcoming, provide them availability of rooms booking and it is consider reception where all
guests face off to consulting information regarding with services.
 Reservation: It is request type service that driven by customer for advanced booking of
accommodation in hotel towards for any specific organisation like Red Carnation Hotel.
Their Staffs majorly deals to accept and rejects the reservation that made by guests from
different modes through telephones, e-mail, fax, letters etc.
 Registration: As per this section of front office is having responsible towards warm,
calmly to better receive for overall guests. For staffs who are working in this section
called as receptionists, similarly Red Carnation Hotel also having effective staff who
handle registration where they directly approach guest queries as in friendly nature
perspective (Chawla and Sengupta, 2017). Receptionists other role to take all information
queries from telephone
 Information section: It is other part of front office which is located that easily visible
that part of lobby separately within lobby where area collaborate in front desk. In Red
Carnation Hotel, the information section role is to provide valuable information about
hotels rooms and other service aspects to customers.
 Front Office Cashier: The section of front office cashier towards working section is
responsible for updating general information, billings, keeping proper record of check in
and check out timing of guests (Farmaki and Kaniadakis., 2020). They having different
outlets which is consider for maintain collection of bills through different outlets and
2

posts that respective guests bills. These all activities are generally optimised in Red
Carnation Hotel for reliable resources for deposits and collect cash as per maintain
record.
Front office provider to accommodation services:
1. Hotel: Function of front office is to manage visitors or guests about to allot and helping
to check rooms and other services, provide optimum information related with hotel that
clear their doubts. Further, it provide proper assistance to guest at the time of staying
along with fulfil their accommodation services in terms of food and beverages as epr
payments receives accordingly.
2. Hospital: The major role of front office is as receptions in which visitors are usually
attend their first impression and complete their formality for reason to come in specific
hospital. In hospital the role fop front office is to provide valuable information related
with medical facilities. Handling important and daily routine appointment where many
front office provide schedule towards better insurance verification.
3. Hostel: The role of front office within hostel is to accommodate rooms and nearly guests
provide hotel providers that consists of several teams such as reception, switcherboard
and guests relation.
P5. Discuss the role within in front offices department for selected organisation.
The hotel front desk is having agent responsibilities that includes registering guests, managing
reservation and providing important information about hotel infrastructure, halls, banquets,
rooms, facilities in rates and amenities. In perspective of Red Carnation Hotel, it allows
customer services and work experiences which comes under in front office work stage. There are
different roles of front office that handles in employees to make engage customer and further are:
 The main role about front office is the sale of hotel rooms through a proper manner
which tend to followed by registration (Lee., 2020). In that section, receptionists is
mainly undertakes to record all information about guests within proper date and time
duration.
 As duties of front office major for effectively provides rooms to guests and act within as
continuous where flow of information that throughout stays at hotel.
3

 Database and customer relation management system plays an important role for
maintain overall data information about guests information that helps to keeping
customer information in effective manner.
 The Guests queries and other issues handles by front office that majorly deals through
questions where visitor has contributes information from valuable person at hotel.
 After collection issues, it is a responsibility of front office that must get to informed
towards concern department and allows to immediate action.
 Front office is big involvement of all hotel departments that enhance to allows making
sure about services must generate in quality manner (McPherson, Krotofil and Killaspy,
2018). For example: in Red Carnation Hotel, front office department make sure to
housekeeping, food production and food and beverages services that rooms and meals
must clean as well as provide in fresh material.
 There is two shifts that consider to handle by front office department, in Red Carnation
Hotel for late night bookings, guests complaints, coordination with other department
that effectively enhance cleaning of rooms, proper room services provides in time
manner etc. Somehow, there are certain team which form for front office like
communication and cash department team constantly active where one is to
communicate through telephones to solving queries and excellence way to maintaing
cash and credit payments.
Task 3.
P6. Review the key roles found within housekeeping department in selected organisation.
Overview of Department.
The housekeeping is an operational department in hotel where their main role to reliable
for cleanliness, maintenance, making sure about update rooms, certain valuable aspect things get
to provide in surroundings. The efforts and contribution made by housekeeping department is to
create desirable rooms with facilitates certain important accessories to enhance better experience
in hotel (Nannelli and et. al., 2019). As for Red Carnation Hotel, their housekeeping department
is having only motive for cleaning overall rooms get clean to guests experience in hotel. Some
important roles are highlighted in given below:
4

Roles of housekeeping in Red Carnation Hotel:
 For make sure that provide enough facilities that to ensure for guests comfort and having
smooth commence for department.
 By allowing quality sense of accessories that use in personal care for guests and reliable
services from overall staffs of department.
 To assure all services that comes under housekeeping creates high standard of clean and
must update to superior before allocation of rooms to guests.
 For provide moderate and large sale of rooms, there it must concern for banquet hall that
effective maintain adequate inventories to provide services as per according.
 Better create of renovation and refurnishing about the property as when it consultation
within management and other designers (Nomura and et .al., 2019).
 Provide productive base of equipment’s and other resources that helps to improves
service flexibility.
 As establishing better good working relationship within other departments for making
sure that all aspect of resources and services to control in better way.
 The hotel housekeeping is essentials for laundry services where overall bed sheets, teas,
cups, mineral water and tables must clean as well as to washing guest clothes which
handle by staffs in effective manner.
 Some of delicate services counts such as phone operator for housekeeping department
who is reliable of providing answering that other departments. The requests from guests
is well appropriate housekeeping team members.
P7. Assess the importance of forecasting linen stock and other guests suppliers to ensure
sufficient supply to meet demands.
A minimum stock of linen is type of uniform that required for meet that daily demands
towards hotels so as ensure towards ensure circulation (Park and Tussyadiah., 2020). That
preventing overstock and eliminates chances of linen inventory which is essential for ensuring
smooth hotel operation. There is importance for Linen Stock in Red Carnation hotel are: For setting the correct strategies for driving incremental profit: It is important for
efficient and proactive revenue manager that mapped and informed to detailed analysis
towards forecasting as per category. It is an accurate way to helps for studying the
5

market dynamic better demand and supply. Technology plays an important role where it
helps for revenue manager that major handling that vast amount about data within
revenue management system to more convenient and faster manner.
 Consolidation information at the micro and macro level: It is most benefits part that
well formulated in hotel demand forecast analysis which is exactly depicts how
inventory better consumed to offer revenue managers the opportunities for refine better
inventory distribution. Assorting demand forecasting that collectively at other department: This is most
valuable aspect that every department use to forecast their sales relates needs. It is
calculate by predicting expenditures like raw materials that opted by housekeeping
department as per room basis. Similarly, food and beverages operating costs is precisely
highlight on per costs and few months estimation.
P8. Illustrate relationship between housekeeping department and other key department within
selected organisation.
The housekeeping department is having relationship with other departments like
Maintenance, Food production, Food and Beverages, Sales and front office. In Red Carnation
Hotel, all department is to handling work coordination between various department that tends to
commence in effective manner. Some of important relationship of housekeeping in other key
department such as:
 There is essential that department which head communicates to subordinate within
importance for cooperation and having flexibility towards effective performance about
their jobs towards highlight success.
 By highlight all coordination within other departments to consult about services
facilitates to guest (Priporas and et. al, 2017). For examples: Food production and
housekeeping department collaborate most of times as guests are demand these two
services more in hotels.
 In hotel there is major three important department are Housekeeping, Front Office and
Maintenance departments having motive to facilitates comfortable to guests on friendly
gesture at the time of deliver of services.
Interrelationship between departments of Red Carnation Hotel:
Front office Housekeeping
6

 As the role of front office is to make
provide the information availability of
vacant rooms and other hotel related
information to guest.
 For interrelationship front office and
housekeeping is they coordinate with
each other before and after allotting
rooms to guest for service related. In
which Front office make sure that
allotted rooms to guest must be clean
and clear as per the expectation of
guest.
 Housekeeping is having room service
to facilitates guest to fulfilment overall
requirement.
 Housekeeping use to coordinate with
front office department regarding with
advance about booking room in which
housekeeping staff can coordinate
effectively.
 In every night shift, front office
generates a nigh report which it mainly
indicates about those vacant rooms
which guests are looking forward on
upcoming days.
Maintenance Department Housekeeping Department
 The maintenance department of
buildings and equipment which might
be most important elements towards
better housekeeping. Maintenance
keeps involves keeping buildings
equipment and having machinery
within safe where efficient work is
good repair.
 The interrelation with housekeeping is
to manage sanitary facilities and having
regularly. Painting to cleaning the walls
and improve certain electric
mechanism.
 On the basis of housekeeping is not
about cleanliness. It also includes that
keeping work areas neat and orderly,
maintaining halls and floors to free to
slip and tip to hazard and removing of
waste materials.
 It is also requires paying attention in
more detailed layouts towards whole
workplace, aisle marking and proper
adequacy storage facilities and
maintenance.
7

The evaluation of housekeeping department with other department that is demonstrate
about effective relationship which enables to handle major requirements in systematic manner.
As in perspective of Red Carnation Hotel, for them three department are plays a major role
Housekeeping, Maintenance and Front Office. In these department housekeeping need to look
out about overall department operation within effective manner. Thus, the coordination is must
between housekeeping and other department to handle better work and handling guest
effectively.
Task 4.
P9. Examine the importance of scheduling maintenance on repair which work to minimise
disruption to guests.
Overview of Department
The Maintenance department which is undertakes for handling mechanism that having
components which assort to maintain hotel infrastructure in better way. The systems that
involves to generating building operation such HVAC, electricity where it needs to specific
hotels and customers (Tussyadiah and Pesonen,., 2018). Some of these specific needs are widely
varied and their scope that depends upon size for service that specific hospitality venture offers.
In context of Red Carnation Hotel, their maintenance team strictly monitor the electricity supply
and other mechanism infrastructure properly handle.
Importance of maintenance department
 The maintenance is propounded by sophisticated engineering equipment's to fixing
electrical mechanism in hotel such as Fan, lights, machinery, Air Conditioner, camera,
detector and more. For managing this hotel venture majorly hired professional engineer
candidates who having knowledge towards mechanism in proper manner.
 Due to lack of mechanism facilities that reduces the revenue and face challenge to
increase business goodwill.
 The important role or objective of maintenance department to provide best operation
system that helps to improves engineering facilities in best operation condition.
 To up gradation of technology helps to staffs where they effectively manage better
technology system.
8

On above importance is highlight about essential of maintenance department in Red Carnation
Hotel, where it plays a vital role to provide excellence mechanism facilities better facility (Wang
and Nicolau, 2017). Furthermore, Red Carnation Hotel has maintenance department where it
improves overall electricity appliances in terms of machinery, TV, Air Condition etc.
Role of Maintenance services scheduling or repair work to minimise to guest:
As per the maintenance department team is hotel responsibilities for ensuring the high quality of
services and process towards support business. There are some scheduling or repair work that
help to maintenance which minimise the guest uncertainty in hospitality services are:
 Hotel maintenance management software: It is the first step which is an effective
maintenance program which is increase the capacity to ease in better way. As there is full
time job which require lots of time and efforts that mainly depend on other people. On
the basis hotel software it is possible to gain time, to collect valuable information within
single platform while avoiding paper checklists.
 Improving scheduling and calendars: This is not always easy for any hotel manager to
implement preventive maintenance strategies within the same time routine through
certain inception. By using the scheduling in maintenance better quality of process which
is requires ability to adapt towards situation in order register emergency repairs.
P10. Discuss the importance of security within selected organisation.
Hospitality Security is the part of management activities in hotels, lodging, entertainment
facilities provides to make fulfill guest expectation. Similarly, in Red Carnation Hotel security
management helps to secure overall hotel infrastructure from natural and intention uncertainty
which prevent hazardous situation (Warren and et. al., 2018). There are some of importance
highlight in below about importance of security in Red Red Carnation Hotel:
 For having security management in hotel is important because it tends to protect staffs,
infrastructure like physical resources along with guests.
 As measures of security and safety system are tend to be crucial where staff tends to
making assure that staffs must hired who has experienced which properly aware to
protect from different situations.
9

 Proper training and development to security staff by management team for making them
consider about how they properly enhance to use equipment at the time of emergency
situation appears.
 An individual hospitality industry presume better security arrangement through allows
equipment like fire extensions, threat detector, trained security guard etc. Through these
factors hotels can improve in effective manner to approach higher quality an reduces
uncertainty.
CONCLUSION
From above report Managing of Accommodation Service that involves detailed
explanation about factors which helps to secure and improve a particular hospitality industry. In
hospitality industry is main motive to provide excellence services where United kingdom region.
There are many hospitality ventures are used equipment or advanced resources to provide
services towards guests from housekeeping, food production, security, maintenance department
these plays important role in hospitality venture.
10

REFERENCES
Books and Journals
Aruan, D.T.H. and Felicia, F., 2019. Factors influencing travelers’ behavioral intentions to use
P2P accommodation based on trading activity: Airbnb vs Couchsurfing. International
journal of culture, tourism and hospitality Research.
Brochado, A. and Pereira, C., 2017. Comfortable experiences in nature accommodation:
Perceived service quality in Glamping. Journal of Outdoor Recreation and Tourism. 17.
pp.77-83.
Chawla, U. and Sengupta, K.S., 2017. Factors Affecting Customers’ Accommodation
Satisfaction and Service Quality in the Hotel Industry of Rural West Bengal. LBS
Journal of Management & Research. 15(1). pp.34-47.
Farmaki, A. and Kaniadakis, A., 2020. Power dynamics in peer-to-peer accommodation: Insights
from Airbnb hosts. International Journal of Hospitality Management. 89. p.102571.
Lee, S.H., 2020. New measuring stick on sharing accommodation: Guest-perceived benefits and
risks. International Journal of Hospitality Management. 87. p.102471.
McPherson, P., Krotofil, J. and Killaspy, H., 2018. What works? Toward a new classification
system for mental health supported accommodation services: the simple taxonomy for
supported accommodation (STAX-SA). International Journal of Environmental
Research and Public Health. 15(2). p.190.
Nannelli and et. al., 2019. Disruption of the market structure in the tourism and hospitality
accommodation service. The impact of the new short-term rental players. E-review of
Tourism Research. 17(3).
Nomura, H., Ujikawa, H., Uzawa, H., Nakamura, H. and Terada, J., 2019, September. Novel
DBA scheme integrated with SR-and CO-DBA for multi-service accommodation
toward 5G beyond. In 45th European Conference on Optical Communication (ECOC
2019) (pp. 1-4). IET.
Park, S. and Tussyadiah, I.P., 2020. How guests develop trust in hosts: An investigation of trust
formation in P2P accommodation. Journal of Travel Research. 59(8). pp.1402-1412.
Priporas and et. al, 2017. Service quality, satisfaction, and customer loyalty in Airbnb
accommodation in Thailand. International Journal of Tourism Research. 19(6). pp.693-
704.
Scanlon, L., McBride, A. and Stavisky, J., 2020. Prevalence of pet provision and reasons for
including or excluding animals by homelessness accommodation services. Journal of
Social Distress and Homelessness, pp.1-7.
Tussyadiah, I.P. and Pesonen, J., 2018. Drivers and barriers of peer-to-peer accommodation
stay–an exploratory study with American and Finnish travellers. Current Issues in
Tourism. 21(6). pp.703-720.
Wang, D. and Nicolau, J.L., 2017. Price determinants of sharing economy based accommodation
rental: A study of listings from 33 cities on Airbnb. com. International Journal of
Hospitality Management. 62. pp.120-131.
Warren, C., Becken, S., Nguyen, K. and Stewart, R.A., 2018. Transitioning to smart sustainable
tourist accommodation: Service innovation results. Journal of Cleaner Production. 201.
pp.599-608.
11