Managing Accommodation Services: Roles and Importance in Linthwaite House
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This report evaluates the scale and size of various accommodation services and different forms of ownership in Linthwaite House. It discusses the roles and functions of the front office and housekeeping departments, the importance of forecasting linen stock, and the significance of scheduled maintenance and security within the organization.
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MANAGING ACCOMMODATION SERVICES
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Table of Contents INTRODUCTION..........................................................................................................................3 MAIN BODY...................................................................................................................................3 LO2..................................................................................................................................................3 Functions of Front office in Linthwaite House............................................................................3 The key roles of front office department.....................................................................................4 LO3..................................................................................................................................................5 The role of Housekeeping department.........................................................................................5 Importance of forecasting linen stock in hotel.............................................................................5 Interrelationship between housekeeping and various other department......................................6 LO4.................................................................................................................................................7 Importance of scheduled maintenance.........................................................................................7 Importance of security within organization.................................................................................8 CONCLUSION...............................................................................................................................8 REFERENCES..............................................................................................................................10
INTRODUCTION Accommodation services included activities that involves direct or indirect services which are provided by management in any business. Activities also includes maintenance or operations premises in organization (Amelia, 2018).Linthwaite Houseis contemporary house country hotel in the heart of lake district along with the development in gardens and well- maintainedwoodlandgardens.Thisreportevaluateaboutthescaleandsizeofvarious accommodation services and also different forms of ownership. The study also discuss role, classificationandreviewssystemswhenguestslooks,furthermoreexplainfrontoffice department roles as well function in organization. Moreover, evaluate roles and interrelationship of housekeeping department with some other key department. Report also has importance of forecasting linen stock, importance of security and maintenance in organization. MAIN BODY Functions of Front office inLinthwaite House. Front offices is also part of company which known as reception that comes to contact with clients, marketing, sales and services in their business. Functions of front office helps Linthwaite Housein doing registration, reservation for their guests and many other activities for their customer. As front officer department play important in developing their hotels among their customer who are visiting to their hotels. It is first and last points to interact with their clients providing in accommodation services. Front officer is more responsible for creating impressions in regard to facilities and services. Furthermore, for answering and enquiring to their visitors, so that could be easier for them in solving direct quires with their customer and hotel management. Linthwaite Housefront desk or reception area and also most important department for them. They basically act as making proper images moreover facing public issues, primarily while by greeting as well checking in hotels. It helps people to stay (Hossen, 2019). Completely about their accommodation, receiving food services, billing and payments. Operating telephone while
both internally or externally calls or to wake up their customer as per the guest requests. Complete their customer accommodation and food beverages issue if they are facing related to hotels services and also make sure about the receive payment from the guests. Challenges that are faced by front officer such as overbooking could be taken in which they have stay full night and follow their mandatory rules. If any questions arising about their guests room, it means than guests informed directly to front officer and hopefully they must need to understand their managing services (Durtschi. 2020). Front officer inLinthwaite Houseare more responsible for solving their guests issues along with determining the best address to them. The front desk staff facing main challenges in billing and need to know more about their guests billing too quickly with efficient manner. The key roles of front office department. The roles of front office department: Management representatives:- Front office department inLinthwaite Housethey play role in management to solve them face to face with having certain problems and that could be only solved by management side (Modic and Damij, 2018). In hotel people mainly go in conflicts with front officer they think that could meet with some solutions. Sales persons:- Every employee inLinthwaite Houseare more capable for solving their customer problems through which they can easily help them in creating their more brand image. Front officer has more contact with their guests rather than any other departments. Providing information:- An employee in hotel must clear about their products and services to customer. It means that they do not have any confusion related to any things in hotels. Front officer must know about each and every activity inLinthwaite Housewhat is happening and an important event. What has been happened that might be not related to guests. Solving problems:- In the hotel front officer have been set for providing information and solving with their issues. It is natural things that employee in hotel will mainly complain to their front officer about any wrong thing or right thing happening in the room of any guest (Shin, Perdue and Kang,
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2019). Front officer must know about their issues in hotel and do not be unknown from that through which they can make their hotel from brand images in market. The department has also to maintain the dates and times of their guest and mainly responsible for providing them basic information related to their things and might be thought that could be important for them. It is major sources in through they have to maintain records about any guest that have been visited local highlights and time must be noted by them. The front office department receives information of customer along with that they will pass to another correct department. Front office employee also have contact with sales or marketing from the behalf of customer. The role of Housekeeping department. Housekeeping means basic cleaning in hotels, house or some other location. It can be also said that department in which employee managed and perform their cleaning tasks. InLinthwaite Housekeeping department have more contributes towards their work as well maintaining the overall reputation of property (Sayin and Karaman, 2019). As housekeeping plays important in developing their accommodation services and also ensuring high standards of cleanliness in hotels. If they do not have cleanliness in any area housekeeping department is more responsible for which hotel has bad impression towards their customer. Catering to laundry required hotel linen, staff and clothing for guests in this major role they play importance. They have to also coordinated with renovation and refurnishing their Linthwaite House when essential from management and interior designer. Sometime housekeeping employee have to also deal with loss and any risks from the hotels side or customer side. It means that the have to maintain their work with proper time management as well follow the rules which have been given to them in cleaning environment of hotel. Management also have some responsibilitiestowards housekeeping worker as they must need to inform about procedures and policies which might be had to followed at time of doing any work in their property. Housekeeping also keep good relationship with some other department and information on daily basics to their head of department Importance of forecasting linen stock in hotel. Buying the high quality of linen stock in hotels can also build strong brand images in customer mind, and they refer to some other about their visiting place (Tra, 2020). InLinthwaite House second highest department is inventories department as they have to follow effective
policies and procedures to maintain as well controlling the linen inventories. Housekeeping department is more responsible for storage, changing bedsheets, bath towels, face towels, pillows, table cloths and napkin which are required to be change after and before living their guest rooms. While keeping changing the linen from guest room that could be first priority in each hotel and make their benefits in the mind of customer. If having less linen stock that could be deadlines for customer satisfaction and make them feel low. Guests enter to their room, and they found that things are not at their place that could cause poor quality and give bad reviews in their sites. Feedback is more important for hotels that provide them confidence and decreases the lack of issues with employee as well with customer. As per research said that importance of bed linenandtowelsarebeingmorerespondentinprovidingthemgoodqualityproducts (Mayaswari, Sihombing and Sabudi, 2020). Many customer likely to return with getting attraction from the linen stock and the best expensive linen being used by Linthwaite House in their hotel for customer visit returns. Interrelationship between housekeeping and various other department. Housekeeping is more responsible for having training in emergency for the staff. For example, they must about drilling machine and how to make them proper use of at time of emergency. They also have interrelationship with some other department like: DepartmentsInterrelationship security departmentThismustbeimportanttomaintainthe coordinationwithsecuritydepartmentfor housekeeping about theft and fire that could be keepingtheminformed.Theycanalso personally informed them about any wrong and right things that going to be things in hotel. Thesecuritydepartmentisbeingmore responsibleforhandlinganyemergency situation for the staff. food and beverages departmentHousekeepingandservicestaffaremore respondentinmakingtheirworkand maintaining the kitchen staff as well. It is more
necessary for becoming them working towards while handling any room services cases at time foodorderandhousekeepingmustbein contact so that they can help them in food services in rooms (Mahardika, Heryanda and Parma, 2020). Both are required to clean their kitchen and store which are too attached. They havebettercommunicationandsome responsibilities with them at working area. Personnel departmentAs inLinthwaite House housekeeping contact with them at time of recruitments, managing theirsalariesandstaff,indiscipline,issue relatedtocards,inductionprogramme, promotions and appraisals. Usually coordinates with them in forming about each and every thing about other team members as well. Purchase departmentThe purchase department process for out stock products such as stationery, linen, supplies and equipments etc (Parmar and Dalal, 2017). In Linthwaite House are more convey with the requirements of anything purchased and that should be noticed in the form of purchasing things Stores departmentsLargestoreshavemoreattachedwith housekeeping department with linen, general stores which has been sent to housekeeping departmentforbeingtheirpurchasingtheir productsandservices.Communicationwith various stores must be important for them so
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that they can easily maintain the brands images in hotel and make their valuable images. Importance of scheduled maintenance Maintenance is the organizational activity which is done to analyse the overall working capability of organizational services and assets such that the overall operation costs can be minimized and work quality can be improved,thus maintenance which is done after a fixed intervaloftimeiscalledasscheduledmaintenance(Longart,2020).Organizationslike Linthwaite House often tend to implement its maintenance operations on its assets through which it tend to ensure that customers are having best in class user experience and through which it can achieve its desired targets. The key elements of this timely scheduled maintenance is to ensure idea working of overall work order between engineering and housekeeping. This is an important step because through this Linthwaite House can make sure that the organizational services are working in the desired format and through which it can ensure to achieve the augmented level of customers satisfaction, which arises when the services provided by the company are beyond the expectations of customers. This scheduled maintenance becomes more important in the present time of COVID-19 when as per the governmental rules and regulations organizations have to properly implement cleanliness.The main point of this is that the maintenance duration affect the organizational operations but also at the same time this is necessary to ensure high quality due to which timely maintenance is an effective way.Therefore, the employees have to analyse the amount of time consumption in the process of maintenance, through which overall working is not affected and maintenance can be done without affecting services to customers and to minimise the disruption to guests. Importance of security within organization Hotel security is an important element of an organization and in which the security manager is in charge of the security. Security services within the organization is very important because if the security services are low enough then in that case it will affect customer's involvement in organizational services (Kim, Lee and Han, 2019). This happens because the organizational customers are largely tourists and travellers because of which they use to keep
their luggages and important assets within the hotel and then make travel schedules because of which if the company is not able to provide security to the important assets of the customers then in that case it will make a negative impact on customer satisfaction. Thus due to this Linthwaite Hotels have to invest a large amount of capital investment on that security services and has to implementtechnologicaladvancementswithinitspremises.Forexample,securitystaff, continuous CCTV monitoring, visitors logs and many more. With that the key roles and security functions is to directs and coordinate all the activities of the security personal and the staff responsible for the providing services to customers is ready to take quick actions in the scenario of emergency (Nunkoo and et.al, 2020). Also Linthwaite Hotels has to make sure that the consultant emergency options are in proper condition, this includes elements like safety, food hygiene, protection against fire and many more. CONCLUSION From the above it had been concluded that accommodation services in hotels play important role for being more developed in various department and make their more views rating. If they have proper services along with products that could help them in keeping hotel value high. Housekeeping department assists the hotel in cleaning and maintain hygienic along with that coordination with various department. Linen stock in hotel industry must be maintained and well decorate so that customer can visit again as more and more customer gets attracted by linen stock and proper developed of each plus every part of hotels.
REFERENCES Books and Journals Amelia, R., 2018. The Difficulties Faced by Business English Apprentices in Charge at Front Office Department. Hossen, M., 2019. Managing Front Office Operation Of A Study on Hotel Eastern Residence. Kim, J.J., Lee, Y. and Han, H., 2019. Exploring competitive hotel selection attributes among guests:Animportance-performanceanalysis.JournalofTravel&Tourism Marketing.36(9). pp.998-1011. Longart, P., 2020. Understanding Hotel Maintenance Management.Journal of Quality Assurance in Hospitality & Tourism.21(3). pp.267-296. Mahardika, A.Y.M., Heryanda, K.K. and Parma, I.P.G., 2020, December. Hotel Linen: Problems and Solutions. In5th International Conference on Tourism, Economics, Accounting, Management and Social Science (TEAMS 2020)(pp. 128-132). Atlantis Press. Mayaswari, N.M.M., Sihombing, I.H.H. and Sabudi, I.N.S., 2020, December. The Effect of Work-Life Balance on The Work Productivity of Housekeeping Employee. InThe International Conference on Business and Management Research (ICBMR 2020)(pp. 314-319). Atlantis Press. Modic, D. and Damij, N., 2018. From Tangibles to Intangibles and from Back-Office to Front- Office. InTowards Intellectual Property Rights Management(pp. 17-31). Palgrave Macmillan, Cham. Nunkoo, R. and et.al, 2020. Service quality and customer satisfaction: The moderating effects of hotel star rating.International Journal of Hospitality Management.91. p.102414. Parmar, S. and Dalal, P., 2017. A study of musculoskeletal disorder among housekeeping staff in hotel industry.Int J Home Sci. 3(3). pp.83-85. Sayin, O.G.K. and Karaman, A., 2019. Communication and Productivity with Guests at Front Office; A Qualitative Study on Hotels.Journal of International Management and Social Researches. 6(11). pp.186-196. Shin, H., Perdue, R.R. and Kang, J., 2019. Front desk technology innovation in hotels: A managerial perspective.Tourism Management. 74. pp.310-318. Tra, T., 2020. Action plan for training new Housekeeping Employee: case: Hotel Indigo Helsinki. Online Durtschi., AJ. 2020.The Importance of Hotel Linen Branding[Online]. Available through: <https://austinlinen.com/the-importance-of-hotel-linen-branding/>