Managing Accommodation Services: A Report on Industry Operations

This report provides a comprehensive overview of the accommodation industry, focusing on key departments and their interrelations. It begins with an introduction to the sector, emphasizing its significance and career opportunities. Part B delves into the crucial roles of the housekeeping depart...Read More

The
Accommodation Industry
And
You

Table of Contents
INTRODUCTION ..........................................................................................................................3
PART A...........................................................................................................................................3
Covered in PPT...........................................................................................................................3
PART B............................................................................................................................................3
Key roles of housekeeping department in hotels........................................................................3
Importance of forecasting linen stock and other guest supplies.................................................4
Evaluation of interrelation between housekeeping and other key departments..........................4
Importance of scheduling and maintenance................................................................................5
Importance of security.................................................................................................................6
Role of maintenance in accommodation services......................................................................6
CONCLUSION................................................................................................................................7
REFERENCES ...............................................................................................................................8

INTRODUCTION
The accommodation sector is one of the largest sector in industry of tourism, which is
rendering wealth to the employees in order to assist them in working in dynamic and diversified
sector. In this sector opportunities are found in order to accelerate career and power, position
with the help of working in different sector and different positions (Chan and et. al., 2017) . To
understand accommodation industry comprehensively, this report is made with the reference of
Hilton, UK. This report is an overview of accommodation services along with different modes of
ownership. Along with this, the below report involves role of front office, housekeeping and
security department so as to understand the interrelation between them. Importance of grading,
scheduling and forecasting of linen stock in accommodation industry will be covered under his
report.
PART A
Covered in PPT
PART B
Key roles of housekeeping department in hotels
Department of housekeeping is having responsibility to keep rooms clean and
comfortable so as to give safe and hygienic environment to their guests. The key objective of
housekeeping is to provide home like fresh and clean environment to their guests in order to
increase customer satisfaction and organisational income . Key role of housekeeping is explained
as under:
Role of organising: The housekeeping department of Marriott is accountable for
examining and keeping appropriate stock of hotel linen such as bed linen, table linen, towels,
curtains and any other usable fabrics. In addition to this housekeeping is having responsibility to
clean those linen so as to give hygienic and clean experience to their guests (Coles, Dinan and
Warren, 2016).
Management role: Housekeeping department of Marriott is responsible to communicate
with all other department so as to avoid any stock shortage which can cause inconvenience to
their guests.
Role of supervision: Housekeeping department of Marriott examine all the furniture
fittings so that any breakage can be identifies which lead to proper repair and maintenance of

hotel asset. This assist Marriott in enhancing their service quality so as to give superior
experience to their customer.
Maintenance of hygiene and cleanliness: The basic role of housekeeping of Marriott is
to keep clean and hygienic environment inside the hotel premises. This help Marriott in giving
home like fresh and clean experience to their customer so as to provide comfort and cosy stay to
their guests (Confente and Vigolo, 2018).
Importance of forecasting linen stock and other guest supplies
Forecasting in an essential tool which can be utilised so that to avoid any uncertainty
during business working. With the help of forecasting management is ale to deal with any future
uncertainty so as to meet demands of customer by analysing present and past data. The lines
stock is defied as all the fabric which are sued by guest during their stay such as bedding, towels,
curtains etc. the importance of linen forecasting is explained as under:
Reduce inventory stock outs: With the assistance of foresting about linen stock, the
hotel manager of Marriott will be able to keep proper track record of demand of their guest
which help them in reducing chances of stock out and have sufficient level of inventory. This
give proper balance in avoiding unreasonable occurrence of expenditure.
Improve price and promotional management: The promotional strategy assist Marriott
in refilling the goods and maintain their availability. Further forecasting help the management in
deciding prices of their services in order to get maximum profitability.
Customer satisfaction: With the help of proper forecasting of linen stock, manager of
Marriott is able to meet customer expectation which are hold by them with respect to hotel
services. This help the hotel in increasing their brand image and customer satisfaction in a
considerable manner (Fouad, Hussein and Attia, 2016).
Evaluation of interrelation between housekeeping and other key departments
It is important to have interrelationship between housekeeping and other department in
order to provide best services to the guests. Some of the importance of interrelationship is
explained with the reference of Marriott:
Coordination with front office: The key roles of house keeping department is to provide
clean rooms to the guest whereas front office is responsible to allot cleaned rooms to clients. In
the context of Marriott, the front office communicates to the housekeeping for cleaning vacant
room so s to prepare rooms for next sale.

Coordination for maintenance department: Maintenance department is responsible
for evaluating all the technical services and fixtures within Marriott. So house keeping
department conveys all the repairing sites to maintenance department so as to avoid guests
inconvenience.
Coordination with security department: Housekeeping department of Marriott is
responsible to convey any suspicious activity seen to the security department. As any untrusty
situation can be tackled by security department due to which safety environment can be created
in hotel so as to maintain guests privacy (Guttentag, 2016).
Housekeeping department is called as core department of any hotel services which are
related to all the department in a specific manner. Every department of Marriott is operating
within a same platform of providing the best experience to their customer so that to meet overall
guest satisfaction. Interrelationships between housekeeping and other functional department help
the hotel in circulating information without any obstacle due to which all the queries of customer
can be solved in an effective manner. With the help of proper maintenance of cleanliness in a
hotel homelike experience can be created, which is helpful for customer in having ultimate
satisfaction over their stay.
Importance of scheduling and maintenance
It is essential for accommodation industry to put proper scheduling and maintenance in
the hotel premises so as to perform all the internal activities within the sphere. Scheduling helps
in minimising guest disruption due to which overall goal of customer satisfaction can be attained.
The importance of scheduling with reference of Marriott is explained as below:
Functions of facilities manager: Facility manager is responsible to maintain all the
equipments and infrastructure so as to provide assistance to guests. In the context of Marriott,
facility manager inspects the building and other equipment so as to repair them and to give
proper experience to staying customer (Kılıçlar, Uşaklı and Tayfun, 2018).
Functions of Maintenance engineers: Maintenance engineer perform their task as per
complaints raised by customers. In Marriott, maintenance engineer is responsible to take queries
of guest and understand their requirement and accordingly guide their maintenance team so as to
render best quality services to their customers.

Functions of security managers: In Marriott, security manager is responsible to give
safety facilities to their customer so as to create home like safe environment for their guest stay.
For this a security manager installs cameras, fire alarms etc. in the hotel premises.
Importance of security
Security department
In Marriott, proper measures of security is required to be held so that to ensure their
customer that their stay and their belongings are safe in this premises. The importance of security
is explained as under:
 Hotel security is essential in order to protect their guest against any crime and health
hazards. This will help the hotel in enhancing guest satisfaction.
 It safeguards the guest belongings and their luggage so as to avoid any losses. This assist
hotel in creating home like safe environment (McPherson, Krotofil and Killaspy, 2018).
 Security is important in hotel premises so as to protect any loss in hotel's valuable asset
such as Kitchen equipment, furniture fitting and building Lifts, Boilers etc. This aid hotel
management in avoiding extra cost of repairing of assets.
 Security helps the hotel in dealing with any natural calamity such as earthquake, water
flood etc. With the help of proper security these uncertainties can be dealt in an efficient
way.
Role of maintenance in accommodation services
Appropriate maintenance services are required to be kept in accommodation services so
as to render best quality services to the customer and get ultimate customer satisfaction. For
maintenance house keeping department act as an important element as they convey any need to
maintenance department due to which proper control can be held by them. Maintenance is
having significant role in success of a hotel as with the help of proper maintenance any
interruption of guest can be avoided due to which brand image can be enhanced in a considerable
manner. With the help of maintenance the useful life of a hotel asset can be increased which
directly impact profit of accommodation provider (Saito and et. al., 2019).

CONCLUSION
From the aforementioned file it can be concluded that in hotel industry, guest hold a
major part in their growth and succession. Front office and housekeeping department help in
rendering best stay experience to the guest by communicating other functional departments. This
interrelation help the housekeeping in maintain cleanliness and hygiene in the hotel premises.
Further forecasting of hotel linen is essential so as to meet customer demands and guest
satisfaction (Tussyadiah and Pesonen, 2016). On the other hand security department is helpful in
creating home like environment so as to enhance organisational profitability.

REFERENCES
Books and journals
Chan, I.C.C., Lam, L.W., Chow, C.W., Fong, L.H.N. and Law, R., 2017. The effect of online
reviews on hotel booking intention: The role of reader-reviewer similarity. International
Journal of Hospitality Management, 66, pp.54-65.
Coles, T., Dinan, C. and Warren, N., 2016. Energy practices among small-and medium-sized
tourism enterprises: a case of misdirected effort?. Journal of Cleaner Production, 111,
pp.399-408.
Confente, I. and Vigolo, V., 2018. Online travel behaviour across cohorts: T he impact of social
influences and attitude on hotel booking intention. International Journal of Tourism
Research. 20(5). pp.660-670.
Fong, S.W.L., Kian, T.P., Fern, Y.S. and Quan, S.L., 2018. The Impact of Online Consumer
Review to Online Hotel Booking Intention in Malaysia. International Journal of Supply
Chain Management. 7(2). pp.140-145.
Fouad, M.A., Hussein, S. and Attia, A.Y., 2016. Housekeeping performance and guest
satisfaction in resort hotels. International Journal of Heritage, Tourism, and Hospitality.
7(2).
Grant, D.B. ed., 2016. Logistics, Supply Chain and Operations Management Case Study
Collection. Kogan Page Publishers.
Guttentag, D., 2016. Why tourists choose Airbnb: A motivation-based segmentation study
underpinned by innovation concepts.
Kao, C.Y., Tsaur, S.H. and Wu, T.C.E., 2016. Organizational culture on customer delight in the
hospitality industry. International Journal of Hospitality Management, 56, pp.98-108.
Kılıçlar, A., Uşaklı, A. and Tayfun, A., 2018. Terrorism prevention in tourism destinations:
Security forces vs. civil authority perspectives. Journal of destination marketing &
management, 8, pp.232-246.
Lam, R. and Cheung, C., 2018. Towards an understanding of the culturally intelligent behaviour
of hotel service employees. International Journal of Tourism Sciences. 18(3). pp.202-
214.
Martin-Fuentes, E., Fernandez, C., Mateu, C. and Marine-Roig, E., 2018. Modelling a grading
scheme for peer-to-peer accommodation: Stars for Airbnb. International Journal of
Hospitality Management, 69, pp.75-83.
McPherson, P., Krotofil, J. and Killaspy, H., 2018. What works? Toward a new classification
system for mental health supported accommodation services: the simple taxonomy for
supported accommodation (STAX-SA). International journal of environmental research
and public health. 15(2) p.190.
Pohland, L. and Kesgin, M., 2018. Pricing determinants in hotels: The case of luxury, upscale,
and mid-scale price segments. Journal of Revenue and Pricing Management. 17(4).
pp.218-230.
Saito, T., Takahashi, A., Koide, N. and Ichifuji, Y., 2019. Application of online booking data to
hotel revenue management. International Journal of Information Management, 46,
pp.37-53.
Tussyadiah, I.P. and Pesonen, J., 2016. Impacts of peer-to-peer accommodation use on travel
patterns. Journal of Travel Research. 55(8). pp.1022-1040.

Tuzon–Guarin, J.M., 2016. Housekeeping Management Practices and Standards of Selected
Hotels and Restaurants of Ilocos SUR, Philippines. International Journal of Business
Management & Research (IJBMR) ISSN (P), pp.2249-6920.