Report on Managing Hospitality Services: Accommodation Overview

This report provides a comprehensive overview of managing hospitality services, focusing on accommodation. It begins with an executive summary highlighting the importance of hospitality and its role in providing a welcoming experience for guests. The report then defines accommodation and its contribution to the hospitality industry, exploring various types such as apartments, bed and breakfasts, holiday homes, hotels, and motels. It delves into different ownership models including independent, franchise, and fractional ownership, followed by a discussion of the differences between commercial and non-commercial businesses. The report then examines hotel grading systems, providing examples and implications of ownership grading. It also classifies accommodations based on location, evaluating lodging, restaurants, and the impact of online sites and reviews on booking and guest decision-making. The core of the report analyzes the roles of the front office department in meeting the objectives of Canadian hotels and restaurants, emphasizing its role in achieving positive grading and overall success.

Running head: Managing hospitality services
Managing hospitality services
Institution
Student name
Date

Managing hospitality services
Executive summary
Entertainment is a brain coolant. It is the desire of every human to be given an instance of cordial
and generous reception after a long day at work. This is what hospitality entails. The purpose
having this in black and white is to deliver a report explaining the different types of
accommodation in hospitality and the role of front office department within accommodation
services.

Managing hospitality services
Table of Contents
Introduction......................................................................................................................................5
Accommodation...............................................................................................................................5
How accommodation contribute to the industry of hospitality.......................................................5
Types of accommodation services...................................................................................................5
Apartments...................................................................................................................................5
Bed and breakfast.........................................................................................................................6
Holiday homes.............................................................................................................................6
Hotel.............................................................................................................................................6
Motels...........................................................................................................................................6
Different forms of ownership of accommodation services..............................................................6
Independent..................................................................................................................................6
Franchise......................................................................................................................................7
Fractional ownership....................................................................................................................7
Differences between commercial and non-commercial businesses.................................................7
Non commercial...........................................................................................................................7
Commercial..................................................................................................................................8
Grading............................................................................................................................................8
Grading example in most countries.................................................................................................9

Managing hospitality services
Five star...........................................................................................................................................9
Four star...........................................................................................................................................9
Three star.......................................................................................................................................10
Two stars........................................................................................................................................10
One star..........................................................................................................................................10
Implications of ownership grading................................................................................................11
Classification based on location....................................................................................................12
City center..................................................................................................................................12
Motels.........................................................................................................................................12
Critical evaluation of accommodation services.............................................................................12
Lodging..........................................................................................................................................12
Restaurants.....................................................................................................................................13
Role of online sites on accommodation booking...........................................................................14
Roles of online reviews in relation to guests decision making......................................................14
Front office....................................................................................................................................15
KEY ROLES OF FRONT OFFICE DEPARTMENT IN MEETING THE OBJECTIVES OF
CANADIAN HOTEL AND RESTAURANT...............................................................................17
Role of front office in achieving positive grading.........................................................................17
Conclusion.....................................................................................................................................18
Reference.......................................................................................................................................19

Managing hospitality services

Managing hospitality services
Introduction
With the evolution of things and growth in business mind and innovation; hospitality has been
commercialized. Therefore the guest has to pay for the generous and cordial reception given.
Commonly this is done in a well-organized environment where the entertainers are hired to
provide their services and are paid by the management from the money paid by the guests.
Accommodation
It refers to the room or the housing and food provided to both domestic and external visitors.
They have varying price charges from low budget; favorable for people with low income, to
luxurious and expensive ones. The main agenda of accommodation is to provide a home away
from home, a place for the travelers to rest. By the look of things from the human wants view,
housing is a basic human want and therefore the traveler should also be provided with
How accommodation contribute to the industry of hospitality
Imagine you are about to travel abroad for a duration ranging from one day to say three months.
What will you eat, where will you sleep? Accommodation provides a place for temporally
settlement and food for travelers. It is the heart of hospitality. It is worth remembering that
entertainment of a hungry man is food. Besides food and housing; clients are also provided with
entertainment accommodation.
Types of accommodation services
Apartments
This is a self-contained housing unit under one storey. They are meant for accommodation of
visitors who are likely to stay for more than one month.

Managing hospitality services
Bed and breakfast
These are accommodations meant for travelers that offer a bed for one night and a breakfast in
the morning.
Holiday homes
These are houses owned by the individual, in addition to their normal homes, meant for stay
during the holidays (Day, Niekerk &Okumus, 2017).
Hotel
This is a commercial lodging, meals and other hospitality offering accommodation center for the
travelers from overseas and the local ones also eg Hotel Rang Mahal (Jaisalmer).
Motels
These are accommodation facilities commonly located by the road sides with small parking area.
They mainly target the travelers who will have to pause in the middle of their journey for a meal
and relive. A good example is the Caribbean motel in Wildwood crest, new
Different forms of ownership of accommodation services.
Independent
As the name suggest, this facilities management is not affected by outside forces. They are
financed and directly managed by individuals or a small group of people. Sole proprietorship
best defines this kind of hotels in business view .They develop their own standards, procedures,
best practices, policies and system support on their own without the interference of non-owners.
In case of any issue with the above, adjustment is done to suite the facility to the better. Wedge

Managing hospitality services
wood Hotel and Spa is good example of this discussion in Vancouver. The ownership of the
hotel has changed through inheritance from the father to daughter.
Franchise
This is an ownership and managerial strategy where an individual or a group of investors buy or
build a hotel and use the name of an existing one on payment of franchise fee. This ownership
model reduces the of risks accrued to establishment of new firms as the new firm now uses a
well-established and renown existing firm. A good example is the Coast Hotels. Most businesses
always have a hard time in establishing themselves in the market. People tend to get addicted to
the places they have once been before and enjoyed. Developing taste for other places may be
hard. On the other note it is customer’s joy to get away to the new branch of the hotel he has
once been to the old branch. In this case the firm is dedicated to maximizing sales at the opening
stage.
Fractional ownership
This is an ownership model where the developer’s capital buildsby selling shares from eighth to
quarter fractions. A good example is Sun Peaks Ski Resort in Kamloops. This implies that a
single hotel falls under possession of about but not exceeding eight people.
Differences between commercial and non-commercial businesses
Non commercial
These are organization owned by individuals or group where the profit made at the end of trading
period is not shared among the members, instead it is ploughed back in the organization with the
aim of meeting the objectives of the organization. Such businesses include the trust, cooperatives
and NGOs.

Managing hospitality services
Commercial
These are organization started by individuals or a group of people, where the profit made by the
end of trading period is divided among the investors. They include the sole proprietors and the
limited companies.
Grading
Imagine a situation; where you landing to a countryyou entered into a hotel without an idea on
the kind of services offered, their quality and the cost. The situation can be very embarrassing
especially when quality and money are factor of high degree concern.
Classification agenda is to inform the visitor on the kind of services to expect in the given
accommodation and their prices of charging. Some travelers has a lot of money, they extravagant
and will live to their luxury every time regardless of what it will cost them. From their view
satisfaction is what matter most. Others are small spenders or they have little amount of money.
This is the key point on necessity of grading; so that every traveler can be sure that the
accommodation center he is just to get into is proportional to his pocket size and desired level of
luxury.
There are various grading systems based on quality and the level of luxury that goes at a
proportional cost on the same subject. The fivestar systems is the prominent one of all the
systems. The number stars in this classification system ranges from one to five; each star counts

Managing hospitality services
and indicates the level of quality of services. The higher the number of star indicates more
luxurious services and hence high cost. From the top are the five stars to one star at the bottom.
Grading example in most countries
Five star
This is an accommodation facility that is extremely luxurious. They are usually open all the time
of the day in a week. They are spacious and the interior design and furnishing meets the
international standards. The staffs also demonstrate high level of skills to serve international
guests. Guest reception is on individual level and always have flowers presented to each
individual. Cleaning services are offered to the clients on twenty four hours basis. They have
large parking and these qualities suggest that they are the most expensive accommodation in
existence (Lugosi, and Jameson, 2017). An example of five hotels is Millennium Hilton Bangkok
(Bangkok).
Four star
They are often open twenty four hours of every day of a week. They are well spacious and the
ratio of the guest to staffs is relatively high. Every room is equipped with a television. Cleaning
services is also offered for sixteen hours in a day. They also have relatively large parking area
and the quality of the services offered meets the international standards. However the quality of a
four star hotel is below that of the five star in all aspects. In Kenya SarovaPanafric is a good
example. (Tongchaiprasit &Ariyabuddhiphongs, 2016)

Managing hospitality services
Three star
Apart from having spacious rooms they offer special services like ironing and cleaning. They
have a swimming pool for recreation services. In this case Osoita Lodge Kenya is an example of
one
Two stars
They are smaller than the three starsbut more spacious than one star. They are second last costly
in this grading system. Cleaning services is on eight hours a day and they offer free servicesWi-
Finewspaper and reading light and stand. They also gives their client breakfast buffets. This is
where Hotel Dolomit in Munich falls.
One star
They are normally owned by owned by sole proprietors. They have limited restaurant services
and have a breakfast option. Cleaning is normally once a day. Under this category falls theEarls
Court Gardens Hotel - Guest house.

Managing hospitality services
Implications of ownership grading
Increased rating
A hotel that is operated by successful company which has many other established successful
investments is likely to be rated more in the market.
Long lasting customers
Some of the customers wish to be associated with specific owners of hotels hence grading with
the ownership might be advantageous for the business.
Classification based on location
City center
This are accommodation facilities located in the center of the city eg Taj Mahal in Mumbai.
Motels
These are accommodation center located along the highways to provide lodging overnight.

Managing hospitality services
Based on the size the accommodation centre can be classified as small hotels; these are
accommodation centre that have 100 or less rooms, while medium size have 100-300rooms and
large hotels have more than 1000 rooms (Chang, and Busser, 2017).
Critical evaluation of accommodation services
When one hear of accommodation, the first thing that comes into his mind is food and bed.
However this is not all that accommodation entails. It’s rather divided into broad category of
fields including;
Lodging
This refers to the bedding services offered by the accommodation sector. Normally, it’s a small
room fitted with a bed and beddings. In some lodgings the customer is also served with a simple
breakfast.
Restaurants
This is the section that only performs the duty of preparing food stuffs for the guests. The fact
that different people have different origin and therefore different food, the restaurant sector
caters for this need.
Other accommodation services offered include the events planning, transportation meeting and
events, entertainment and recreation as well as visitor information and additional tourism
services.

Managing hospitality services
Role of online sites on accommodation booking
The invention of internet has turned the world global. Communications between people overseas
have become effective just like physical communication could be. Platforms rich of relevant
information have been raised; ranging from applications embedded on the internet to websites.
The field of tourism and travel has not been left out. Internet hosted websites like Tripadvisors
have been made. The benefit of these sites is of great significance to the travelers. They help a
traveler to search, evaluate and determine whether the accommodation place in question suits
your need. If the accommodation meets the client requirement; then he gets in touch with the
hotel reception and booking s done online in advance (Xu, and Gursoy, 2015)
Roles of online reviews in relation to guests decision making
Increases the market
The feedback given by various clients in relation to the services offered by the hotel is very
crucial in the attraction of new customers to the hotel.
Provision of relevant clarifications
Online reviews provide relevant clarifications such as the unique services offered, the degree of
security within the hotel which enhance the satisfaction of the potential guests when deciding on
the hotel to reside.
Front office
As the name suggest it is located at the entrance of the accommodation and is therefore the first
place the guest lands to as he gets to the accommodation. Normally there is a desk with staffs

Managing hospitality services
allocated to assist incoming guests. Any question by the client to the organization is first
received and answered by the relevant personnel at this very entry area (Singal, 2014). The
visitors are received here and after registration they are forwarded to the area of their interest
after the allocation of rooms. It’s worth noting that there are some accommodation centers that
providetransport services to their clients and therefore the allocation of the driver is also done at
this office. Similar to any other office in any organization, front office duties are divided and
officials assigned respective duties. The person with the heist rank in this office is the front
office manager followed by his assistant. Other vital officials in this office are the reservationist,
clerk, auditor and the telephone operator (Altin, Koseoglu, Yu, and Riasi, 2018)
The head of this office is the front office manager with the duty of direct supervision of other
staffs and monitoring progress of the hotels front office. The front office manager also plays
another major role of training the staffs to ensure that the services offered are of the best quality.
The role of the manager does not only emphasize on watching over the performance but it rather
goes down to training the staff to enhance efficiency. Most hotels have a trading period of one
month, after this duration the manager is expected to give the report on how many visitor and
their origin(Lillo, Cortés, García, Lajara, and Sáez, 2018)
The assistance manager plays an important role of staffing, duties and shifts allocation of staffs.
It is also his responsibility to ensure that duties are completed for the shift to close. The
responsibility of evaluating labor expenses and the budget figures also falls in his hands. When
the manager is not in the assistant manager takes on the duties of the manager just like in any
other office (Morgan, and Pritchard, 2018).

Managing hospitality services
Another staff in the front office of accommodation offering centre is the clerk; he receives
payment and makes room reservation as well registering the arriving visitor and respond to their
complains in case there is one. Registration process duty by the clerk varies depending on the
booking format; some clients do the booking online and pay in advance will others will
physically present themselves for the same(Guillet, and Mohammed, 2015)
The front office also has an auditor with the responsibility of accounting duties who work
closely with the cashier in the front office. The cashier carries out the duties of holding the
account balances of the organization and collect payment on meals and laundry, telephone calls
and currency conversion for the clients.
The reservationist in front office interacts with the guests and assists them in various activities
like rooms booking, booking for reservation and transport.In the front office there is also the
telephone operator with the duty of transferring the calls from outside the hotel to their guest
(Sheehan, Grant, and Garavan, 2018)
KEY ROLES OF FRONT OFFICE DEPARTMENT IN MEETING THE OBJECTIVES
OF CANADIAN HOTEL AND RESTAURANT.
Creating a wide market
The front office department creates an appeal for the potential visitors who decides to come and
rest in the hotel. The front office department is responsible for displaying pictures indicating the
types of services visitors should expect. The photos may outline the entertainment services, the
expertise of the catering team and other unique services such as massaging. All these aspects are
very crucial in the process of attracting the visitors to the organization.

Managing hospitality services
Creates a good image for the hotel
The visitors are given a warm reception and assigned competent personnel to cater for their
requests during their stay in the hotel. This is important because it creates a good image of the
hotel to the members of the public which increases the profitability as many visitors can be
attracted to the hotel.
Facilitates clear communication
Front office department is the central point for the crucial communication within the
organization. This is enhances the achievement of communication objectives within the
organization.
Role of front office in achieving positive grading
The improvement of the accommodation centre from one lower grade to a higher one is
determined by the front office and the management of the center. This includes aspects like good
interaction between the visitors and the office. There is a business slogan that says the customer
is always right and should therefore be treated as so. Also the front office is responsible for
clarifying any issue to the customer incase it arises. The front office goes a mile further to the
customer’s treatment by offering other services like organizing for the transport of the visitors.
Clearly the front office is in control of the services offered in any accommodation centre and
therefore the pricing of this services hence the grading

Managing hospitality services
Conclusion
To sum up, human need a home even when out of home. Hospitality industry is vital for the local
and external visitor; it provides accommodation and meals to the travelers. The variance in cost
is therefore because of the differences in qualities offered and the luxury interest (Ho, Ahn, and
Law, 2015).

Managing hospitality services
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Managing hospitality services
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Managing hospitality services
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