Report on Managing Accommodation Services and Grading

This report provides a comprehensive overview of managing accommodation services. It begins by identifying different scales of accommodation, from budget to luxury hotels, and details the various facilities offered. The report then explores different forms of hotel ownership, including independently-owned properties, management contracts, franchises, and referral chains. A significant portion is dedicated to the role of grading and classification systems, explaining the differences between one-star to five-star hotels and the importance of online booking sites in influencing customer reviews. The report further outlines the functions of the front office department, including reservations, reception, concierge services, and night audits, emphasizing the interrelationships between different functional areas. The conclusion summarizes the key aspects of hospitality management in providing value to customers. References to relevant academic journals are also included.

Managing accommodation services

Table of contents
 Introduction
 Scale of accommodations
 Forms of ownership
 Role of grading and classification systems
 Functions of front office department
 Roles in front office department
 Conclusion
 References

Identification of scale of accommodations
 Accommodation services are provided in the hotels in different forms according to the
budget of the client. The various types of hotels are as follows-
 Budget hotels- In these hotels, services are provided at a limited scale to the clients.
Services of basic quality are provided here to the clients.
 Mid-range hotels- In these hotels, services are provided at a mid-range scale to the
clients.
 Luxury hotels- In these hotels, premium services are provided to the guests. These
hotels charge a lot for their services and the luxury is visible in their services.

Continued…
 Facilities provided by hotels-
 Restaurants- Budget, Mid-range and luxury hotels provide the service of restaurants to
their in guests.
 Bars- Mid-range and luxury hotels provide the service of bars to their clients.
 Valet- This service is provided mainly in luxury hotels.
 Concierge- This service is provided mostly in luxury hotels.
 Private dining- This service is provided mostly in mid-range and luxury hotels.
 Banqueting- This service is provided in all the categories of hotels such as budget,
mid-range and luxury.
 Spas- This service is provided in mid-range and luxury hotels.

Different forms of ownership available for
accommodation services
 The hotels can be owned in different ownership forms. These ownership forms are as
follows-
 Independently-owned property- In this ownership form, property is owned
independently by a person. There is no external influence in decision-making process
and thus the decisions can be taken independently.
 Management contracts- In this type of ownership, properties are managed by a
managing agency. The hotel is owned by an owner and the rights to run management
are given to an agency which manages the day-to-day operations of the hotel.
 Franchises- In this form of ownership, leading hotels allow a management agency to
run hotel under their brand name and image by using their goodwill.
 Referral chain- Referral chain refers to hotels which operate independently but
maintain an affiliation with a particular chain.

Discussion of role of grading and
classification systems
 Grading and classification systems used in hotels-
 One-star- In these hotels only basic services are provided to the clients. Guest House
and Lodges come under this criterion. These hotels are quite cheap in terms of rates.
For example- Central Hotel London
 Two-star- These hotels provide better services as compared to their one-star
counterparts. They even provide some of the services provided by Three-Star Hotels.
For example- Golden Star Hotel London.
 Three-star- These hotels provide a mix of premium and affordable services to their
clients. Their rates are comparatively costlier. For example- Hyde Park Suites.
 Four-star- These hotels are costlier and provide premium services to clients. However
their services are not comparable with five-star hotels. For example- Bella Casa.
 Five-star- These hotels provide ultimate luxury experience to their clients. They
charge quite a heavy amount for providing their services. They target only those
customers who wish to experience luxury. For example- Bulgari Hotel London.

Continued…
 Role played by online booking sites in review-
 There is role of online booking sites like TripAdvisor in providing reviews
related to hotel. These websites can provide positive reviews about a hotel which can
influence the client’s decision to choose a hotel. Thus hotels must aim to provide best
hospitality services to the clients so that they can give a positive review on these
portals which will influence other clients to book and reserve room in a hotel. This will
help hotels like Bulgari Hotel London to maximize their revenues and earnings which
in turn will lead towards maximization of profits of the hotel and will help in
attainment of a strategic and competitive edge in the market.

Functions of front office department
 Front Office:- This refers as the place where guests are welcomed and received when
they arrive in hospitality industry.
 Functions of Front Office:- The various functions for Front Office managers have to
focus on various accommodations services for their guest luxurious and comfortable
livelihood. Some of these functions are mentioned below as:-
 Reservations:- This is one of the most important responsibility for front office
department. It deals with their customers for analysing the availability of their
accommodation to stay for prescribed duration.
 Reception:- It is the responsibility of front desk office to provide arrival and departure
services of their guest by allocating them rooms, check in and out of their
accommodation. The reception also completes the invoicing of their guest charges
which are to be paid by them at leaving hotel.
 Concierge:- This procedure guides customer by performing various tasks such as
making restaurant reservations, booking hotels, arranging spa services, recommending
night life hot spots, etc.
 Night audit:- It is the process for night auditor to review all financial activities of the
hotel that has been taken place within whole day.

Key role of front office department
 Functional area of Front Office:- The various functional areas of front office
managers are reservation, reception, guest services, concierge and night audits.
Managers of The Bulgari Hotel, London are beneficial with this department as they
play their roles effectively which creates good image and reputation on their guest. The
various interrelationships between the different functional areas are as follows:-
 Reception with guest service manager:- The role of reception is to deal with their
guest and provide accommodation service by analysing the availability of rooms for
their stay. The role of guest service manager is to welcome the guest at their arrival and
see off them at their departure and helps them to lodge their luggage inside the room.
 Concierge with night audit manager:- The role of concierge manager is to provide
restaurant reservation, arranging spa services, booking hotels, recommending night life
hot spots, etc. The role of night audit manager is to review all financial activities of the
hotel that has been taken place within whole day.
 Reservation with Food and Beverage manager:- The role of reservation manager is
to reserve the booking for specific client at particular date for specific duration. The
role of Food and Beverage manager has to perform its actions for preparing their food
and meal in accordance with the demand of guest.

CONCLUSION
From the above presentation, it can be summarized that hospitality management is
required to provide accommodation services to the clients and customers. Various
details regarding accommodation services have been discussed which will help the
hotels in raising their overall level of efficiency in providing value to their customers
for the price which is being paid by them.

REFERENCES
 Bigby, C. and Beadle‐Brown, J., 2018. Improving quality of life outcomes in supported
accommodation for people with intellectual disability: What makes a
difference?. Journal of Applied Research in Intellectual Disabilities. 31(2). pp.e182-
e200.
 Ho, V., 2017. Giving offense and making amends: How hotel management attempts to
manage rapport with dissatisfied customers. Journal of Pragmatics. 109. pp.1-11.
 Perić, M., Đurkin, J. and Wise, N., 2016. Leveraging small-scale sport events:
Challenges of organising, delivering and managing sustainable outcomes in rural
communities, the case of Gorski Kotar, Croatia. Sustainability. 8(12). p.1337.

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