Detailed Report: Accommodation Services in the Hospitality Sector

This report provides a comprehensive overview of accommodation services within the hospitality sector, focusing on key aspects such as the scale and size of accommodation, various forms of ownership (including independently owned properties, chain hotels, franchises, management contracts, and referral groups), and the role of categorization systems and online review sites in influencing guest decisions. The report then delves into the front office's purpose and key functions, including reservation, reception, guest services, and night audit. It also examines the functions and roles of the housekeeping division, emphasizing the importance of predicting linen stock, the interrelation between housekeeping and other departments, and the significance of maintenance planning for minimizing guest disruptions. The report uses Marriott International as a case study, emphasizing the importance of providing quality services to achieve profitability.

Accommodation Services

Table of Contents
Introduction......................................................................................................................................3
TASK 1............................................................................................................................................3
P1 Determine the scale & size of the accommodation services within the hospitality sector.3
P2 Justify the various forms of ownership available to accommodation sector.....................4
P3 Explain the function that, scaling, categorisation systems and online review sites play
when potential guests look for and book................................................................................5
TASK 2............................................................................................................................................5
P4 The front office purpose inside a variety of accommodations facilities..........................5
P5 The key functions and roles within the front office department ......................................7
TASK 3............................................................................................................................................8
P6 The Function and roles of housekeeping division ..........................................................8
P7 The Value & importance of predicting linen stock and other guest supplies ................9
P8 The Importance of interrelatedness between housekeeping and other sector ...............10
TASK 4..........................................................................................................................................11
P9 Describe the importance of planning maintenance or repair work to decrease interruption
to guests................................................................................................................................11
P10 Explain the importance of safety and security within a chosen organisation............11
Conclusion.....................................................................................................................................12
REFERENCES..............................................................................................................................13
Books & Jounals ..................................................................................................................13
Online:..................................................................................................................................13

Introduction
The Accommodation sector is biggest sector of hospitality industry that provides a lot
of opportunities to work within a ever-changing and dynamic sector. The hospitality industry
offers a lot of services that involves accommodation , lodging and food services within tourism
sector to expand business. They offer services like breakfast, living accommodations and
catering services to its customer. In context of Marriott international, the supervisor emphasised
on providing the best accommodation services to its client in order to achieve profitability
within a hospitality industry The headquarter of this company is situated in Maryland US as well
as it was supported in year 1927. This report describes size and scale accommodation as well as
lodging services in the hospitality industry. In addition to this, the main goal of supervisor of
Marriott International is to accomplish goal and objective in an effective manner. Front office
executive is an important part of service sector that helps in taking a effectual decision in respect
of offering best services to its customer within hospitality industry.
TASK 1
P1 Determine the scale & size of the accommodation services within the hospitality sector.
The hospitality industry is one of the largest sector that provides best accommodation
and lodging services to its customer. The main purpose of this industry is to offer quality
services to its customer at affordable price(Hoendervanger, Bergsma and VAN DER 2016).
The manager of hotels emphasised on providing luxurious and quality services of
accommodation to its customer for satisfying them. The scale and size of accommodation
services found within hospitality sector which is mentioned below:
Budget Hotel:These are the low budget hotels that provides basic facilities such as
clean room, food facility and telecommunication services to its customer at low price. For
instance, Russell Square hotel provided low budget pleasant and comfortable accommodation
services to its user at low price.
Mid range hotel: These hotels provides various additional services as well as larger
room to its customer than budget hotel. They emphasised on satisfying customer by offering
different facilities such as good atmosphere, comfortable beds and internet services to its
customer. For Example: Sanctuary house hotel is mid range hotel which offers adequate safety

and security services to its customer.
Luxury hotel:These are 5 Stars hotels which provides luxurious services such as valet
and banqueting spas services to its customer that helps in increasing consumer experience. For
example, Hotel Cafe Royal provides gym facilities, private dining bars, luxurious spas services
as well as check in and checkout services to its customer.
P2 Justify the various forms of ownership available to accommodation sector.
Independently owned properties: Interdependently owned hotels are those which are
run and owned independently which doesnot permit any other businessman to use its patent.
For instance, The independently run properties like Lancaster gate hotel which have a chain
of hotel in diverse countries (Common, Flynn and Mellon 2016). These hotels alter their
policies and procedures according to the market need and demand. The higher authority take
decision regarding financial performance of hotel and also they can make good relationship
with its customer. In addition to this these hotels provides best services in diverse countries to
satisfy its customer.
Chain hotel management: Herein, the hotel which is owned as well as run by the
same owner of company. These hotels are situated in different location provided similar
services to its customer that helps in maximise profit of the company. For example, Magnuson
hotel has diverse chain around the world that assists in expanding its profit. These hotels offer
a variety of services such as good environment, clean room facility, gym services and
luxurious spas facilities to its customer across the globe. It assists them in increasing
profitability of the company.
Franchises: Franchises provides right to use the brand of other parent company for
specific time period. It assists in accelerating sales and profit of the company and distributes
its product by using brand of other parent company. They offer good brand portfolio to other
company which helps in increasing market share within minimum time. On the other hand,the
advantage of using franchisor is to manage chain of hotel that helps in accelerating profit and
sales.
Management Contract: A management contract includes wide variety of services such
as production and technical facility, training, marketing services as well as accounting etc. It
includes not only licensing and franchising but also include how to do their work. A

management contract mainly adopted where there is a deficiency of skills and knowledge to
operate a local project of hotel.
Referral Group: Every hotels have their own strategic plan for expanding its network
in the world (Martin-Fuentes and et. al., 2018) . These hotels are run independently but build
relation with a given chain thus it provides some ratio of profit to franchisor.
P3 Explain the function that, scaling, categorisation systems and online review sites play when
potential guests look for and book
The categorization are depend on the quality of services provided by the hotel that
defines star rating of company. This refers to the 1 star rating which are low budget hotels that
provides basic services to its customer whereas 3 star rating provides additional facilities than
1 star rating hotels. In assistance of this 5 star hotels offers luxurious and first-rate quality
services to the user. At last, AAA uses diamonds rather than star ratings to define rating level
of hotel.
Impact of online review sites:
As per dynamic environment, Online review is very crucial for consumer in taking a
decision regarding goodwill and image of the hotel. For example, there are a wide variety of
online review sites Agoda.com and booking.com that build faith in hotel reviews while
reserving hotel. These online reviews imposes positive and negative impact on customer mind
that result in future success and development of hospitality sector. The goodwill and reputation
of hotel depends upon reviews. For instance Positive reviews build good image of hotel in front
of consumer while Negative reviews destroys brand image of hotel in the eyes of customer thus
results in decreasing profit of the company.
TASK 2
P4 The front office purpose inside a variety of accommodations facilities
FRONT OFFICE
It is that part of organization which directly deals with customers when they come to the
hotel first time . These are the face as well as voice of organisation as customer of firm have

direct contact with this office. For a business such as hospitality front office pay an important
role in establishing relationship between customer and organisation.
Functional areas of the Front Office
Functional area of front office department refers to there working areas where they have
to work in organisation. It includes various functions such as reservation of rooms, reception
facilities, guest services etc.
Reservation : It is that functional area of front office where a manger has to work as a
reservation manger which starts with receiving request of customers for reserving space and end
by allocating required space to them.
Reception : This section of front office welcome and receive customers at hotel. It also
provides key information about accommodation and helps customers in identifying and fulfilling
there needs.
Guest services : In this function of hospitality management they have to make sure that
each customer have pleasant experience in organization(Gibson and Parkman 2018) .
Management have to ensued the smooth working of check-in and check-out process .
Concierge : This area of hospitality management includes duty of Making reservations
for party and obtain tickets for events, Provide information about local features such as
shopping, dining, nightlife, and recreational destinations.
Night audit : This function of hospitality deals in balancing financial transaction of
organization . They work in night that why they are called as night auditor . In this function a
manger must require knowledge of accounting principal for making account books of firm.
Front office organization chart
It is the chart to show responsibilities and duties of every worker of organization to work
accordingly for achievement of better coordination and customer satisfaction.

(Source: Front Office Organisation Chart / Front Desk Organization Chart, 2020)
P5 The key functions and roles within the front office department
A front office department of organization has various functions which they have to do.
This department is essential part of any origination as they are face of firm in front of customers.
In context of Marriott this office have to perform various kinds of role(Bolton 2016).

Reservation : The first role of front office department as to reserve space for according
to need of customer. This is also important for Marriott because reservation management
requires high skills and experience which is essential for understanding the needs of customers .
Reception : This is most important department of front office as it include first
interaction with customer which work as a image builder in mind of customers. Marriott can use
this function by placing right person on this job. That person must have good communication
skills, influencing personality and good listing skills, Which impact positively on organization
by customer satisfaction.
Information Desk : This function of front office works as providing information to
customers these informations are related to hotel services which organization provides to there
customers. In small hotels receptionist do these function but in hotels like Marriott this function
have separate department which impact positively by bringing smoothness in work.
Concierge : In this function,a manger works as a agent of customers by bringing tickets
for theatres, musicals, sporting events etc. In company like Marriott this function is given
preference because it impact positively on customers by making helpful image of organization in
front of customer which increase customer satisfaction.
Night auditor : A night auditor is that person who audit company accounts and
transaction in night shift(Christou and Nella 2016). In context Marriott company recruit those
person on this post who have a good knowledge of accounting principals and have no issue with
night shifts . The impact of this will be positive on company as it facilitate proper inspection of
accounts which helps in finding true profit.
TASK 3
P6 The Function and roles of housekeeping division
Housekeeping is that department of company which includes function related to doing
basic cleaning task for comfort and safety in environment of origination . In context of Marriott
international this concept is important as they follow the police of neat and clean rooms and
satanized working environment.
Roles & responsibilities of housekeeping department
 Organizing, maintaining & supervising the functioning of housekeepers on day to day
basis for facilitating clean environment. Marriott has also follow this responsibility as

there house keeping department have septate manger for performing this job which
impacted positively on organization because of specialisation in work .
 Marriott use to provide Training to new employees about job and performance standards,
which organization follow in cleaning process(Xie and MaZ 2017). It also motivating
existing employees by providing them good intensives for best performance.
 Marriott also ensure effective use of tools for cleaning of organization as there are some
tools which can be hazard for life of housekeepers these chemicals are so dangerous that
housekeeping staff must follow instruction of higher level from superiors and also require
safety gears like gloves , different shoes etc.
 Good Communication is must for organisation success for which all housekeeping staff
must communicate clearly with one another and with those who use the facilities. This
will help in establishing better coordination between all the departments as well as in
inter department. This is the main focus of Marriott to establish effective
communication .
P7 The Value & importance of predicting linen stock and other guest supplies
It is a techniques use for anticipating future of firm for long run of organisation . In this
method a firm set some performance standards which it achieve in a given period of time(Ragab
and Meis 2016). Manager of Marriott can use this function in identifying future and make plans
for it by making contingency reserves and good performance standards. There are numbers of
function which a manager perform while forecasting
Managing linens : Linens are must for hospitality firm in forecasting as customer gets
huge satisfaction from these small things like towel, soap, shampoo, etc.
Uniforms : Big size hospitality firms have separate dress of their employees of different
ranks or level so they must forecast about this according to need of employees .
Guest loan items : A company should also Forecast about guest loan items. These are
Irons, Ironing board, Hair dryer, Electrical shaver, Curling irons, Alarm clocks.
Cleaning supply : While forecasting about the needs of organization it is also important
to forecast cleaning supply in the organization these are Brooms Drain Cleaning Cleaners /
Cleaning Chemicals Professional Steam Cleaners Oder Control.

Forecasting the needs of organization and guests of firm is important as it ensure the
clear & regular supply of essentials .it also ensure effective management in firm as well as
provide satisfaction to guests of organisation by ensuring good facilities(Celata, Hendrickson
and Sanna 2017)
. It also help in maintain good environment in the organisation as it will ensure proper supply of
products to employees who are working in enterprise. It helps in controlling the cost as pre
planed supply will decrees wastage of products . Ensure efficient supply of small product like
soap and shampoo.
P8 The Importance of interrelatedness between housekeeping and other sector
Housekeeping is an important department of firm and other department has to coordinate
with it this is because if there is a good relationship between all department than firm will be
profitable for long run.
Housekeeping co-ordination with front-office
coordination between front office and housekeeping is must for organization because
front office work as selling of room but housekeeping work in after sale services . If there is no
close relationship between both the department then it will be difficult for front office to sale that
in a particular time . Which can impact in loss of sales and decline in profit.
Housekeeping and F/B service
The restaurant, banquet and other F/B outlets have high dependency on housekeeping
department of firm this is because they require requires clean tablecloths, napkins etc wich is to
be done by housekeeping department(Prayagand Ozanne 2018). So it is responsibility of this
department to maintain coordination with housekeeping department.
Housekeeping co-ordination with security
security of customers is must for every organization as they are the way to success of
organisation . Housekeeping department of organization is must for security department as they
know whole about their customers and belongings of customers . Which will help security
department at the time of confusion or theft of any belonging of customer .
Store and housekeeping
Low scale hospitality firms does not have different stores they have a single general
store for every department but large operating firms have different stores for every need .

Cooperation between these is important as stores are basic for fulfilling daily needs of
organisation for facilitating customers .
Housekeeping with kitchen
Coordination between housekeeping sector is important as housekeeping provides day to
day fresh input for the kitchen people and ensure pest control in kitchen area for maintain clean
environment.
TASK 4
P9 Describe the importance of planning maintenance or repair work to decrease interruption to
guests
Hotel maintenance department is one of the essential sector for expanding facilities as
well as maintaining efficiency. The main purpose is to provide best services for increasing
reputation and goodwill of hotels in front of customer(Razzaq, Hall and Prayag 2016). In
context of Marriott international, the supervisor of hotel emphasised on providing superior
quality services to its customer that helps in accelerating the satisfaction level of clients. For
instance, The staff member of Marriott international check all mobile phone socket before
arrival of guest that assists in creating a good image in the mind of customer. In addition to
this, they also check other electrical appliances before guest reaches. There are a lot of issues
in hotel management is floor lamp socket, T.V socket as well as adequate housekeeping
facilities(Chazan 2019). The duty of manager is to check and answer quickly in order to
satisfy the customer. To minimise disruption of guest, the manager of hotel focuses on
providing best maintenance or repair services to its consumer. Apart form this, these services
helps in reducing labour cost as well as extra maintenance and repairing expenses. The
management team of Marriott international provides best maintenance and repair services to
its customer. It helps in increasing brand image as well as goodwill of hospitality service in the
mind of customer. The supervisor emphasised on decreasing disruption of guest that helps in
expanding reputation of hotel in front of customer.
P10 Explain the importance of safety and security within a chosen organisation
First thing in mind of consumer is safety and security at the time they visit to a hotel. In
assistance of this , the staff member of hospitality sector emphasised on providing safety to its

guest(Khoo-Lattimore and Gibson 2018). In context of Marriott International, the manager of
this hotel defend the guest from crimes such as theft, food poisoning and burglary. In
assistance of this,it is crucial for Marriott hotel is to protect the assets and equipments of
individuals. Front office executive plays an essential role in hotel that helps in providing best
safety and security services to its customer. Along with this, they also provides these kind of
facilities such as check visitor documents, prioritise security and safety and examine hazards
that helps in increasing trust level of employees. Apart from this, the owner of Marriott hotel
must recruit trained and disciplined security guard who provides safety and security services to
its customer 24 hours a day. The hotels must setup safety and security camera that assists in
reducing crimes.
Conclusion
As per the above mentioned report it has been examined that accommodation sector
plays a crucial role in hospitality industry(Bae and 2017)(Chazan 2019)(Prayagand Ozanne
2018). There are different kinds of hotels such low range, mid range and luxurious hotel in
present time period. In addition to this, these hotel are categorised on star as well as AAA
ratings. The front office executive is a very important part of hospitality industry because they
are directly link-up to customer. In assistance of this, the management team of hotel
emphasised on providing safety and security services to its customer that helps in increasing
brand image and reputation of hotel in the mind of customer.

REFERENCES
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Online:
Front Office Organisation Chart / Front Desk Organization Chart, 2020. (Online) Available
Through: <https://setupmyhotel.com/train-my-hotel-staff/front-office-training/744-
front-office-organisation-chart.html>