Comprehensive Overview of Managing Accommodation Services in Hotels

This presentation provides a comprehensive overview of managing accommodation services within the hospitality industry, focusing on the scale, size, and ownership structures of different hotel types, including budget, mid-range, and luxury hotels. It delves into the role of grading, classifications, and online review sites in shaping guest experiences and perceptions. The presentation then outlines the organization of front office functions, such as reservations, reception, guest services, concierge, and night audit, while also detailing the specific roles within the front office department, including the front office manager, reservation manager, reception manager, guest services manager, and night audit manager. The presentation concludes by emphasizing the importance of these services in ensuring guest satisfaction and overall hotel success, using Rosewood London as a case study.

MANAGING
ACCOMMODATION
SERVICES

TABLE OF CONTENT
• Introduction
• Scale and size of accommodation services
• Different forms of ownership in accommodation services
• Role of grading, classifications and online review sites
• Organization of front office functions in hotel
• Roles of front office department in a hotel
• Conclusion
• References

Accommodation services are facilitated to ensure
stay of guests at hotels by charging a fee in return. In
this presentation, types of accommodation services
and role of front office department in hotels will be
discussed.
INTRODUCTION

Rosewood London hotel is a luxury hotel located in London, England. It was opened in
2000 under Renaissance brand. It is owned by the Hong Kong Chang family. In the
hospitality industry it provides services like luxury rooms, suites etc. catering to different
demands of guests.
SCALE AND SIZE OF ACCOMMODATION
SERVICES

The scale and size of accommodation services is as follows-
• Budget hotels- These hotels provide basic services to their clients. Their rooms provide
limited facilities to the guests. As a result, they charge a very low fees for reservation and
are extremely affordable. ibis budget London City Airport is an example of a budget hotel.
• Mid-range hotels- They provide more services than their budget counterparts but less
services than the luxury hotels. Their rooms and other facilities are quality-wise good than
budget hotels. Their charges for reservation are in the mid-range affordable to most of the
customers. Z Hotel at Gloucester Palace is an example of a mid-range hotel.
CONTINUE….

• Luxury hotels- These are hotels providing premium services to guests. They charge a
premium fees for booking and therefore their charges are quite high. They have no
compromise with quality of facilities provided to guests. Rosewood London is an
example of luxury hotel.
CONTINUE….

Facilities in hotels-
• Restaurant- Most of the budget hotels do not have restaurant. Mid-range hotels have a
restaurant. Rosewood London being a luxury hotel has an in-house restaurant.
• Valet- Budget hotels do not provide valet services. Some mid-range hotels have this
service. As Rosewood London is a luxury hotel it provides this service.
• Concierge- Budget hotels don't have this service. Upscale Mid-range hotels provide it.
Luxury hotels like Rosewood London have it.
• Private dining- Most of the budget hotels don't provide it. Some mid-range hotels have
it. Rosewood Hotel is a luxury hotel so it has this service.
CONTINUE….

Ownership in accommodation services and hospitality industry can take several forms
which have been discussed as follows-
DIFFERENT FORMS OF OWNERSHIP IN
ACCOMMODATION SERVICES

• Independently-owned property- These type of hotels are started, organised and
managed independently by the proprietor.
• Management contracts- In it, contract or agreement related to management of hotel or
resort is made with the agency which owns it.
• Franchises- In franchising, the owner gives rights to use the intellectual property to the
user.
• Referral groups- These hotels can operate independently without any interference in
their management and decision-making.
CONTINUE….

Grading and classification system is used to segregate hotels according to their level of
services. It has been explained as follows-
• One-star- These hotels are the most basic in nature. They only provide the necessary and
essential services to guests. London Star Hotel is an example of One Star Hotel.
• Two-star- These hotels provide more facilities than one-star. Also, they charge more rates
than them. For example- Palmers Lodge Hillspring.
ROLE OF GRADING, CLASSIFICATIONS AND
ONLINE REVIEW SITES

• Three-star- They provide mid-range services to guests. But their rates are lower than
luxury hotels. Premier Inn London is an example of Three Star Hotel.
• Four-star- They come into the category of luxury hotels. The charges charged by them are
higher than three-star but lower than five-star. For example- Hilton London Tower Bridge.
• Five-star- These are premium hotels offering high-class luxury services and facilities to
clients. Their rates are very high. For example- Rosewood London.
CONTINUE….

The front office department is quite important in the context of a hotel as it has got to play a lot
of roles. The roles front office department of Rosewood London plays is explained as follows-
• Reservations- Front office department has to do reservations- online or offline for the
guests. It is their primary duty.
• Reception- Handling of reception is another duty which front office department needs to
perform.
ORGANIZATION OF FRONT OFFICE
FUNCTIONS IN HOTEL