A Comprehensive Report on Managing Accommodation Services

This report provides an overview of accommodation services and their contribution to the hospitality industry, discussing various business types, ownership models, and classification systems. It includes a case study of Hilton Hotels, examining its operations and financial aspects. The report also covers the hospitality industry in the UK, highlighting the accommodation sector's impact on employment and the economy. It further details the grading and classification systems used to evaluate hotels, along with the role of online review sites. The function and key roles of the front office department, including the front office manager, reservation manager, reception manager, and night auditor, are explored in detail, emphasizing their significance in meeting business objectives and ensuring customer satisfaction. The report concludes by summarizing the importance of the front office department in achieving organizational goals within the hospitality sector.

Managing Accommodation Services

Introduction
Study will explain various accommodation business and their contribution to hospitality
industry
It will explain different ownership and classification system.
Hilton hotel is selected for this presentation, It was founded in 1919 and it has more than 586
hotels globally. Company generates huge profit by selling its rooms and services. It also earn
from franchise.
It is private firm hence it is owned by owner and board of director
It provides food, spa, gym, services to all consumers.

Introduction to hospitality industry
Hospitality industry of UK is contributing well in
development of UK economy. Britain is the nation
where more than 45000 hotels are working.
It is providing 86000 people which aids in enhancing
employment rate of country. There are many leading
hotels such as Hilton, Marriott, Hayat, intercontinental
hotel etc

Contribution of accommodation sector in this industry
Accommodation is the facility given to
consumers apart from main services.
Individual gets facilities like stay, live and
sleep, get gym etc.
Hotels are the most common business in
accommodation sector, UK is the country
where average daily room rate is 87.38
GBP.
These hotels have turnover of 21.2bn in the
year 2018. In the year 2014 employment rate

Different types of accommodations
There are various kinds of business that
come under accommodation sector:
Restaurant: example Lyle's Shoreditch
Bars: example White Hart
Hotels: example Hilton hotel

Different forms of ownership
Independent owned business
Franchises
Management contract:

Different forms of ownership
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Difference between commercial and non commercial business
There is huge difference between these entities.
Commercial companies work to generate profit and they have to pay tax against their earned
money.
These firms works to satisfy their consumers by selling them high quality goods and services

Grading and classification system
Grading system can be defined as assessment
method to evaluate service standard of company.
It plays significant role as guest look the grade
given by other consumers or check its class
before using its services.
Australia uses RAC, RACQ rating system. Apart
from this star rating also apples in Australia.
UK uses AA rating system to categories its hotels.

Grading and classification system
One start: these kinds of hotels only provide basic and limited range of facilities to consumers. b
Two star: these are small scale hotels they offer normal bathroom and TV facilities
Three star: these hotels offers private receptionist, bedrooms, room service and staff members
present themselves professionally in front of guests. Capsule hotel is example of it.
Four star: They offers comfort facilities alone with all kind of accommodations such as food,
drinks, cuisine etc. Strand place hotels are come under 4* hotels.
Five star: they offer super luxurious services such as health checkup, spa, gym, conference
room, banqueting etc. Hayat hotel comes under this range.
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Role played by online reviews sites
There are many sites that gives reviews of every
hotel and other business.
Guest can look at these reviews before taking
decision of spending money to buy its services

Online review sites
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Function of front office
Hotels, restaurants, catering are three different kinds of accommodation providers. All these
business have front office department.
Reservation
Managing cash or payments:

Front office structure
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Key role and function of front office in meeting business objectives
Few of the main roles of front office department are as follows:
Front office Manager:
◦ They are mainly responsible for leading all kinds of activates that
happen in front office department. They help in maintaining
relationship between management and front office department.
◦ They are the one who provide training to front office department
employees and evaluate or analyse overall performance of employees
of front office department.
Reservation manager:
◦ All kinds of reservations are managed or maintained by them.
◦ If any kind of information related to guest arrival etc. is required by
other departments then it is provided by them.

Continue…
Reception manager:
They are the one who continuously monitor overall performance of
the staff members so that they can focus on maintaining and
providing excellent service to their customers.
Night auditor:
They are the one who is responsible for checking in and out all the
guest after 11 PM.
In order to identify all kinds of errors they continuously check
guest accounts.
Night auditors are one of the most responsible front office
department employee during night shift.

Summary
From the above discussion it has been summarized that it is extremely important for
hospitality organizations to have front office department it helps them to fulfil or achieve their
desired main, mission and objectives in a better manner.
It also helps them to maintain and enhance overall customer satisfaction of an organization.

References
Kim, S. and et.al., 2018. Examining the influencing factors of intention to share
accommodations in online hospitality exchange networks. Journal of Travel & Tourism
Marketin.. 35(1). pp.16-31.
Olya, H.G. and et.al., 2018. Behavioral intentions of disabled tourists for the use of peer-to-
peer accommodations. International Journal of Contemporary Hospitality Management.