Comprehensive Report: Managing Accommodation Services and Security

This report provides a comprehensive analysis of managing accommodation services, with a specific focus on the roles of the housekeeping department and security within the hospitality sector, using Hilton Hotels & Resorts as a case study. It explores the key roles of the housekeeping department, emphasizing the importance of maintaining cleanliness, managing linen stock, and coordinating with other departments such as the front office and facilities. The report highlights the significance of forecasting linen supplies, scheduling maintenance to minimize guest disruption, and the critical role of security in ensuring guest and staff safety. Furthermore, it evaluates the importance of effective communication between housekeeping and other departments to provide quality services and meet guest satisfaction levels. The conclusion summarizes the key findings, emphasizing the need for strong communication, robust security measures, and efficient maintenance practices to enhance the overall guest experience and contribute to the success of accommodation service providers.

Managing
Accommodation
Services

Table of Contents

INTRODUCTION
Accommodation services is the major part of hospitality sector which largely contributed in
the UK’s economy. In this service, hotels provide rooms with all basic facilities to stay and it can
be differentiating by people as per the hotel starts. It will provide greater opportunities to expand
their operations through increasing satisfaction level of guest (Accardo, Kuder and Woodruff,
2019). For the better understanding of this report Hilton Hotels & Resorts selected which is UK
based company. Founded in 1919 and offer various hospitality sector services. This report covers
various topics such as contribution of housekeeping department and role of security within
accommodation services.
PART A
Covered in PPT
PART B
1. Key roles of Housekeeping department
One of the important roles of Housekeeping department in a hotel is to maintain
cleanliness in guest's room and ensure its freshening up when the guest is out. In Hilton Hotels &
Resorts, the housekeeping department ensures that the room of guest is neat and tidy. It also
ensures that hospitality carts with all the necessary items such as towels, fresh linens and
cleaning supplies are available at every floor of the hotel. This is necessary so that the guest does
not feels any discomfort because of absence of these items. Also it is the duty of housekeeping
staff to clean the entire room once a guest has left it before the arrival of the next one.
2. Importance of forecasting linen stock and other guest supplies
Linen management is an important task of housekeeping department which involves
various functions like purchase of linen, laundry work, storage, supplies and condemnation of
scrap items. Forecasting of linen stock and other guest supplies is needed because it is important
to ensure that the guests don't run out of supplies in their rooms. Therefore, adequate inventory
levels of these items have to be maintained by housekeeping department so that it can provide
them as soon as there is a need of the guest (Bigby and Beadle‐Brown, 2018). In the context of
Hilton Hotels & Resorts, it is important to forecast stock levels of linen and guest supplies so that
adequate replacement can be made if required to ensure that guests don't face any problems.
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3. Importance of interrelationship between housekeeping department and other key departments
In context of Hilton Hotels, it is very essential for housekeeping department to maintain
coordination with other departments such as front office, food & beverage, human resource,
security, maintenance etc. It helps the organization to get success because each and every
functions will defiantly influence other departmental functions. Effective work from
housekeeping will provide ease to food and beverage unit to produce quality work. In addition,
link-up of front office with housekeeping help make them aware about issues regarding
cleanlinesses, so they further communicate guest issues to cleaning staff and they further proceed
to resolve it. Interrelationship of department with housekeeping department of Hilton hotel will
help management to maintain efficiency as well as effectiveness which further helps in getting
success.
4. Relationship between housekeeping department and other key departments
There needs to be a proper co-ordination between the housekeeping department and the
other departments in a hotel. This is essential so as to maintain smooth functioning of operations
of a hotel. Housekeeping department has to work closely with other departments of a hotel to
maintain co-operation. It acts like a circle maintaining close contacts directly or indirectly with
other departments (Magno, Cassia and Ugolini, 2018). In Hilton Hotels & Resorts, the
housekeeping department works in synergy with other departments to make sure that the needs
and demands of guests are taken care of. Proper co-ordination and co-operation ensures that
efficiency and effectiveness is maintained in different segments of hotel.
5. Critical evaluation of importance of communication between housekeeping and facilities
department
Proper communication between housekeeping and facilities department is required as the
housekeeping is dependent upon the facilities department to keep various things in order. Also,
while carrying out their routine work the housekeeping department may find certain deficiencies
and faults in facilities of hotel which are needed to be rectified. Also, it makes sure that the
guests have the best experience in hotel and don't give a negative feedback about its services and
facilities. In Hilton Hotels & Resorts, the housekeeping department works in close co-ordination
with facilities department. This ensures that if there is a deficiency in hotel it is quickly resolved.
If there is a good rapport shared between the two this makes sure that some problems which need
to resolve as fast they can.
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6. Importance of scheduling maintenance or repair work in order to minimise disruption of guest:
It is very essential for hotels to schedule their maintenance or repair work because it will
generate disruption to guest. If any problem, find in any room than it means hotel loss their
money of one room because of it. In context of Hilton Hotel, managers ensure that they schedule
maintenance or repair work according to guest availability (Mate, Trupp and Pratt, 2019). In
order to minimise disruption of guest, managers need to guide their staff members that they
should respect DND (do not disturb) board. Silently communicate with other staff members to
make sure that guest will not disturb with it. Avoid knocking habit with any equipment and make
separate way to move trolley and other things from guest traffic area.
In addition, hotels staff need to be more sufficient so they can perform their task in well
manner. Cleaning of rooms should be done in the absence of guest, so when they arrive they fine
clean place to live and it helps in maximising customer satisfaction. By following some
corrective actions, hotel manager of Hilton Hotel can minimise the disruption of guest which
further helps in making guest more comfortable as well as satisfied with services. It further helps
in organization to achieve business goals & objectives.
7. Importance of security within organization
In the hotels which offer accommodation services need to more focus on security and
safety systems for the people who related to this such as guest, staff members, assets, physical
resources, equipment etc. In the following area, managers of Hilton Hotel need to be focus and
provide security which are mentioned below:
Guest: A person always wants their security first, so they initially check the security of
that place. Guest will find the place that is protected from crime, hotel staff, bad food quality etc.
Staff: Security not provided only to the guest but staff members who work their also
required safety which is very importance for accommodation service provider to make their save
or retain.
Guest luggage: Hotels should provide secure rooms for guest and their luggage. In
addition, need to use equipment to move heavy luggage from one place to another (Mauri and
et.al., 2018).
Hotel Equipment: In the kitchen of hotel, it is full of equipment which is used to perform
their task. So managers need to ensure about kitchen staff safety at the time of working.
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8. Role of maintenance which plays in accommodation services in order to satisfy guest
Maintenance of rooms are essential for accommodation service provider such as Hilton
hotel because if any room is empty due to requirement of maintenance or any other repairing
than it generate loss for the company (Pham, Driml and Walters, 2018). Management of Hilton
Hotels should focus on it and make sure that rooms are fully maintained. Before check-in of
guest, they need to analyse otherwise it will negatively impact the experience of guest which
further affect their satisfaction level. In order to maximise customer satisfaction, they need to
maintain rooms and provide all the services effevtively. That’s why maintenance play essential
role in accommodation service to satisfy guest.
9. Critically evaluate the importance of communication between housekeeping and other
departments in order to provide quality accommodation services to meet guest satisfaction
level
Communication is very important factors which is used by departments to communicate or
share information with other department. Effective communication helps internal people to
maintain proper flow of work or able to follow their routine (Ng, Sweeney and Plewa, 2019).
Guest will report their queries and issues to the front desk department regarding cleaning in
terms of feedback. Further front office communicates this information with housekeeping and
make sure that in future it will not happen. Effective communication among all departments will
helps in providing quality accommodations services as well as meet the level which satisfy guest.
CONCLUSION
With the help of above discussion, it has been observed that accommodation service
contributed major part in the hospitality sector. In addition, they need to maintain proper
communication between housekeeping and other departments. It will help organization to
provide quality services and manage customer issues and other queries. Along with this, security
is very essential aspect which is analysed by guest before making booking. So they should more
focus on security not only for guest but for staff members and other resources.
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REFERNCES
Books & Journals
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