Comprehensive Report: Managing Accommodation Services at Premier Inn

This report provides a detailed analysis of managing accommodation services within Premier Inn, a leading hotel chain. It begins with an overview of the organization, followed by an examination of four key operational roles: housekeeping, reliable services, comfort and care, and creating a welcoming atmosphere, including their required skills and progression routes. The report then explores the interrelationships between housekeeping and other departments like marketing and front desk, emphasizing the importance of these connections for efficient operations. A significant portion is dedicated to forecasting linen stock and guest supplies, highlighting its role in managing the business effectively. The report also delves into the interrelationships between facility management and the housekeeping department, as well as the importance of security and maintenance in ensuring guest satisfaction and maintaining the hotel's brand image. The report concludes by summarizing the key findings and emphasizing the significance of operational efficiency, guest satisfaction, and security within the hotel industry.

Managing Accommodation
Services

Table of Contents
INTRODUCTION...........................................................................................................................1
Overview of the organisation.......................................................................................................1
TASK B...........................................................................................................................................1
Four different operational roles, their progression routes, their required skills and
interrelationships between housekeeping and other key departments in an organisation...........1
Role of forecasting linen stock and other guest supplies in managing business efficiently........4
Interrelationships between facility management and the housekeeping department as well as
other key departments in an organisation....................................................................................5
Importance of security within Premier Inn..................................................................................6
Importance of maintenance and security in an organisation.......................................................7
CONCLUSION................................................................................................................................7
REFERENCES................................................................................................................................9

INTRODUCTION
Accommodation in Hospitality industry refers to the services which includes room
provide to the guests for their staying, provide food and provide other hotels' facilities. It is one
of the major sector in the hospitality industry (Nieves and Quintana, 2018).
Present report will highlight the four operational roles, their progression routes and
required skills. It will also tell about the interrelationships between various operational and non-
operational departments. It will demonstrate the importance of forecasting linen stock and other
guest supplies. It will also analysis the importance of maintenance and safety for the
organisation.
Overview of the organisation
Premier Inn is a largest hotel chain in the United Kingdom. Its headquarters is in
Dunstable, United Kingdom. It was founded by Whitbread in year 1987. This hotel chain provide
their hospitality services to limited market such as United Kingdom, India, Ireland, Germany,
United Arab Emirates and Qatar. Its key people is Alison Brittain who is the chief executive
officer of the organisation.
TASK B
Four different operational roles, their progression routes, their required skills and
interrelationships between housekeeping and other key departments in an organisation
Various 4 operational roles, their progression routes and required skills in Premier Inn
Hotels are as follows -
Operational Role 1 – Housekeeping – It is an operational department in the Hotels which deals
with the cleanliness of the hotel and its related premises. Required skills are as follows -
Time management skill – Housekeeper of the Premier Inn must have time management skills as
they have very limited time and maintenance of a lot of rooms on time.
Communication skills- The person must have proper communication skill. He or she should
know how to communicate with guest, staff, manger, etc. and in what way (Möhring and et.al.,
2018).
Operational Role 2 –Reliable services – In this staff role is to offer reliable services to guest.
They provide variety of services that includes serving food, cleaning, etc. the required skills are
as follows :-
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Multitasking Skill – Sometimes there is a situation, when a receptionist have to deal with so
many guests at one time and that time, they have to deal with phone calls. How to manage all the
guests without making them wait for so long, for that they must have multitasking skills.
Management skills- staff must be able to manage and organise their work.
Operational Role 3 – Comfort and care to all guest- the staff role is to ensure that there are all
essentials in room and hotel to provide comfort. Skills required are :-
Health and safety skills – the staff should know how to use various tools and what measure is
to taken for providing comfort to guest.
Operational Role 4 – welcoming atmosphere- the staff must welcome guest by greeting them
and taking care of their luggage. They need to develop good atmosphere in hotel. skills required
is described :-
Analytical Skill – Employees must know how to create a good atmosphere and what things need
to included in it. Also, they should be able to analyze things and improve it (Herstein and et.al.,
2018).
Interrelationship between Housekeeping and Marketing
If housekeeper won't able to work properly, this lead to bad impression of hotel on
customers which will lead to bad mouthing of the hotel. Due to this, marketing department won't
be able to attract their customers. Due to marketing, customers attracts towards hotel and they
use their services which lead housekeeper to do their work properly.
Interrelationship between Housekeeping and Front Desk
Front desk department is the one who tell about the guests and their rooms to the
housekeeper which lead housekeeper to give priority to maintenance of all those rooms properly
and on timely. If there are any issues regarding rooms, housekeeper will inform about it to the
front desk employees so that particular rooms can't allot to the guests (Ramos and et.al., 2018).
Role of forecasting linen stock and other guest supplies in managing business efficiently
Role of Forecasting Linen Stock & Other Guest Supplies in Premier Inn
Forecasting refers to predicting a particular amount of stock that will be required in hotel to
in future. Its importance is it helps in ensuring that linen stock is sufficient enough to meet
required needs. On basis of forecasting appropriate planning is done. Moreover, it gives insight
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that how much addition resources are required. Forecasting is backbone of effective operations.
it is useful in working as per plan developed.
It refers to the term in which company do predict of standard amount of linen inventory
in the hotel which is required for the operation of the organisation and for the fulfilment of
guests' requirements. At the same it is also equally important to maintain the appropriate stock
within the hotel and it should neither be surplus nor having the shortage of linen stock for any
guest of the hotel. Hotel need to ensure that they must have the enough stock to fulfill the
occupancy level. It supports in keeping much stock to fulfill surplus demand in seasonal time.
Forecasting Linen Stock & Other Guest Supplies is an important for Premier Inn
organisation. Their roles are as follows -
Forecasting helps organisation to predict its demand in the market which lead
organisation to supply proper services to their clients (Guchait and et.al., 2018).
By providing linen in right time it customer demand can be met and their satisfaction is
gained. Through this, they can be retained.
Interrelationships between facility management and the housekeeping department as well as
other key departments in an organisation
Interrelationship between Housekeeping Department and front desk department in
Premier Inn
Front desk department is interlinked with housekeeping one. When guest arrives in hotel
front desk communicate with housekeeping one to find out which room is available. Also,
customer call at front desk for any issue, then it is communicated to housekeeping department to
resolve it. In this way both units operate in hotel.
Interrelationship between housekeeping and security department in Premier Inn
It can be analyzed that if there occurs any issue related to security then housekeeping
department inform it to security department in order to solve it. Besides this, if there is any report
of suspicious activity housekeeping department immediately inform to security unit.
Furthermore, guest room must be secured by housekeeping staff. The security unit shows how
room can be secured and protected (Chen and et.al., 2018).
Interrelationship between housekeeping and maintenance department in Premier Inn
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The housekeeping department is highly dependent on maintenance unit to keep
everything in order. Moreover, while cleaning room if housekeeping staff finds any fault in A/c,
water tap, etc. then it is communicated to maintenance department.
Importance of scheduling maintenance
It is very important to properly schedule the actions and functions according to the plan
and strategies of the business. For the maintenance issues department need to ensure that the
work is being done by without disturbing the guests at the same if the guest are having any issues
than they logged their issues to front office. The scheduling of routine and preventative
maintenance is important for various reasons such as:
 It helps in updating the reservations and vacancies within Premier Inn.
 Scheduling maintenance is very important within the organization as it helps the proper
management of the staff which leads to the effective communication between different
departments.
 Scheduling maintenance allows the staff members to maintain the equipments and
provide services in specified time.
 It reduces the chances of complexities and conflicts at workplace thus it allows the
smooth flow of operations and functions.
Why it is important to schedule work
Scheduling work helps in properly maintaining rooms and providing services in right time
to customers. Also, it gives brief description to staff that what they have to do and when. By this
they are able to attain their goals in time. If work is not schedule this will lead to
mismanagement of activities. The employees will do things on their own. It will result in late
offering of services to customers.
The maintenance department communicate with front desk to give them an overview about
what they are and doing and in which room. So, the room is not allocated to guest. Alongside it,
data and information regarding daily task is provided to front desk. It makes them clear about
issues and room occupancy. The main roles of maintenance department is as follows :-
 They are responsible for ensuring safety of guests and maintaining hotel structure
including walls, furniture, sewage system, etc.
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 They manage services and process that support core business activities. Also, in some
case third party is involved for hotel maintenance. Thus, it is the role of maintenance
department to control and regulate third party operations.
The main duties are described as :-
 By fixing the problem in right time and maintaining all equipments or tools guest
satisfactions is gained.
 However, it is the duty of maintenance to ensure that all equipments and devices within
rooms are properly working. So, when guest use it they do not face any issue. By this
their satisfaction is gained.
Security department function
It is necessary to maintain security and safety in hotel so that guest safety. Their function
is to protect hotel and guest from any theft. This department manage, control and regulate overall
hotel security.
Importance of security within Premier Inn
In every hotel there are very high security measures to ensure guest safety. They are
described below :-
Physical aspect- It refers to safety from fire, theft or any other hazard. In this cameras are
installed, fencing is done, etc. to restrict entry of outsider. This security is important as it ensue
safe environment of hotel. Thus guest can feel safe in hotel.
Safety of system- It refers to safety of server, computer, etc. of hotel. It is important so that data
and information is not stolen; systems are not damaged, etc.
Safety of guest- This is most important for hotel to ensure safety of guest. The guest Id must be
properly checked, verified, etc. Here, it consists of checking luggage, locker, etc. to ensure hotel
safety.
The roles of security department are :-
 They are responsible for maintaining and handling of security. They protect from various
threats such as theft, fire hazard, etc.
 They install different safety equipments in order to overcome any hazard. Security guards
check guest luggage, Id and verifies it.
 Another role is to ensure proper safety in hotel by maintaining camera, fencing,
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Importance of maintenance and security in an organisation
Maintenance and Security of guests are very important for the Premier Inn Hotels as it is
directly linked to the guests' satisfaction and organisation's brand image. Importance of
maintenance and security of Premier Inn Hotels are as follows -
Maintenance is an important function for the Premier Inn organisation as it helps in
maintaining the room proper with necessary equipped things for the guests. If room is not proper
maintained like broken walls, old and dirt bed sheets, curtains and carpets, A.C., lights, fan, taps
etc. are not properly work. These all lead customers to be make uncomfortable which cause to
low guests' satisfaction and bad mouth about company. Thus, maintenance should be done
properly so that customers can be satisfied and company's brand image can be improved.
Also, company should take care of the guests and staffs' security. Guests' security is
important for the organisation because it is their responsibilities to take care of the guests and
their luggage. If company fails to provide proper security to their customers, it will harm
customers as well as organisational brand image. Security of staffs is important because without
them, Operations of hotel won't work which lead to lack of co-ordination and satisfaction in their
employees. This will affect the relationship between employees and guests and may impact the
guests' satisfaction (Birinci, Berezina and Cobanoglu, 2018).
CONCLUSION
From the above study, it has been summarised that managing accommodation refers to
managing and handling of facilities that are provided to guest. The importance of housekeeping
department is to maintain rooms, provide services, perform daily activities, etc. The
housekeeping department is highly dependent on maintenance unit to keep everything in order.
Front desk department is interlinked with housekeeping one. When guest arrives in hotel front
desk communicate with housekeeping one to find out which room is available. The main roles of
these departments are to perform activities to ensure everything is done in right way. Also, they
ensure that services are offered in right time to customers.
.
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REFERENCES
Books and Journals
Birinci, H., Berezina, K. and Cobanoglu, C., 2018. Comparing customer perceptions of hotel and
peer-to-peer accommodation advantages and disadvantages. International Journal of
Contemporary Hospitality Management. 30(2). pp.1190-1210.
Chen, S., and et.al., 2018. A comprehensive theoretical framework for examining learning
effects in green and conventionally managed hotels. Journal of cleaner production. 174.
pp.1392-1399.
Guchait, P., and et.al., 2018. Can error management culture increase work engagement in hotels?
The moderating role of gender. Service Business. 12(4). pp.757-778.
Herstein, R., and et.al., 2018. The Role of Private Label Brands in Enhancing Service
Satisfaction in the Hotel Industry: Comparing Luxury and Boutique Hotels. Services
Marketing Quarterly. 39(2). pp.140-155.
Jung, H.S. and Yoon, H.H., 2018. Improving frontline service employees' innovative behavior
using conflict management in the hospitality industry: The mediating role of
engagement. Tourism Management. 69. pp.498-507.
Möhring, M., and et.al., 2018, June. Revenue Management Information Systems for Small and
Medium-Sized Hotels: Empirical Insights into the Current Situation in Germany.
In International conference on intelligent decision technologies. (pp. 120-127).
Springer, Cham.
Nieves, J. and Quintana, A., 2018. Human resource practices and innovation in the hotel
industry: The mediating role of human capital. Tourism and Hospitality Research. 18(1).
pp.72-83.
Ramos, A.M.N., and et.al., 2018. A Review of the Hotel Sector in the City of Neiva and the
Improvement of its Competitiveness through Quality Management Systems. Chapter in
Advanced Engineering Research and Applications, Nueva Deli, India, Research India
Publication. pp.439-452.
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