Report: Analyzing Management of Accommodation Services - IHG

This report provides a comprehensive overview of managing accommodation services, with a focus on the Intercontinental Hotels Group (IHG). It delves into graphical identification of services, different ownership forms, and the role of grading systems and online reviews. The report extensively covers front office functions, key roles within the front office and housekeeping departments, and the importance of forecasting linen stock and guest supplies. It emphasizes the interrelationships between housekeeping and other departments, the significance of scheduling maintenance, and the critical importance of security systems. The report highlights the core competencies and opportunities within accommodation services, addressing quality standards and service delivery crucial for success. The report also includes graphical identification of accommodation services, forms of ownership, role of grading systems, front office functions and key roles within the front office and housekeeping department, and the importance of forecasting linen stock, interrelationships between housekeeping and other key departments, scheduling maintenance, and security.

MANAGING ACCOMMODATION
SERVICES

TABLE OF CONTENTS
INTRODUCTION...........................................................................................................................3
MAIN BODY...................................................................................................................................3
P1. Graphical Identification of the accommodation services.................................................3
P2. Different forms of ownership available to accommodation services...............................6
P3. Role of grading, classifications systems and online review sites.....................................8
P4. Front office functions within a variety of accommodation services................................9
P5. Key roles within the front office department.................................................................11
P6. Enclosed in PPT.............................................................................................................12
P7. Importance of forecasting linen stock and other guest supplies ....................................12
P8. Importance of interrelationships between housekeeping and other key departments ...12
P9. Importance of scheduling maintenance or repair work..................................................13
P10. Importance of security..................................................................................................14
CONCLUSION..............................................................................................................................15
REFERENCES..............................................................................................................................16

INTRODUCTION
Accommodation is a diverse term which is used to refer the arrangement for people either
to settle or enjoy any recreational activity. This assignment is going to highlight the different
aspects like roles of front office and housekeeping of hospitality industry. This will contain about
significance of classification systems in relation with functional units of accommodation
services. Intercontinental Hotels Group is considered and is among famous hospitality groups
which is headquartered in Buckinghamshire, England. Their operations mainly deals in around 8
lacs rooms with around 5000 hotels in all over the world. Additionally, there will be an emphasis
on review systems and additional focus on managing the security systems to achieve the
objectives of the chosen organization.
MAIN BODY
P1. Graphical Identification of the accommodation services
Enclosed in presentation
P2. Different forms of ownership available to accommodation services
Enclosed in presentation
P3. Role of grading, classifications systems and online review sites
Enclosed in presentation
P4. Front office functions within a variety of accommodation services
Enclosed in presentation
P5. Key roles within the front office department
Enclosed in presentation
P6. Key roles of housekeeping department
The following are the key people in the housekeeping department of this new hotel:
 Executive House Keeper: He is the head of housekeeping department. The main
responsibilities involve complete cleanliness of the hotel areas like lobby, rooms, kitchen
etc., to ensure effective sanitation. He conducts sessions to motivate and train existing
and new staff, monitoring inventories regularly for guests etc.

 Assistant or Deputy housekeeper: They report to Manager about daily operational
practices.
 Floor supervisor: They issue keys to all the room attendants, coordinate all the clearance
and operations with room attendants and inspect rooms to inform front office about
availability.
 Public Area Supervisor: They ensure cleanliness and maintenance aspect in all the
hotel's areas such as lobby, parking, pool side etc.
 Night Supervisor: He is required to maintain cleanliness in appropriate manner.
 Uniform Room Supervisor: They manage cleaning and ironing of clients' along-with
staffs' uniform as well. Also, they check laundry amenities and send it for ironing.
 Uniform Room attendant: They collect all the staff uniforms and maintain it until next
time use through segregating and maintaining uniform shelves.
 Linen room attendant: The focus is to collect the dirty linen according to its type and
send it to the laundry. This keeps a track of linen count after and before the laundry.
 Guest room attendant: They report to floor supervisor about amenities etc. to have an
authentic count to avoid any unwarranted activities.
 Public area attendant: They work under the public area supervisor to maintain hygiene
of areas like rooms, common dining space etc.

Figure 1 Key roles of housekeeping department
P7. Importance of forecasting linen stock and other guest supplies
The forecasting demand is one of the tools to maintain the entire work in advance and
coordinating operations to ensure sufficient supply to meet demand. In addition, there are methods
that assist in calculating the averages with an understanding of the exponential smoothing of the
amenities required to meet the demands on the basis of seasonality, special events or others. This
component is useful in estimating the requirements that facilitate in bringing a synchronization
between the demand-supply cycle in a hotel industry (Kariru, Kambona and Odhuno, 2017). There
is an advantage that infers analysing the demand curve and in accordance it helps in laying the
foundation of ensuring the management systems to maintain the inventory for better accumulation
of products and raw materials to be used in times of emergency.
Furthermore, this hotel has a centralised linen system, which supports in increasing the
satisfaction of the customers'. It also helps in reducing the additional burden by keeping the linen of
this hotel in well-order with correct laundered and stored in proper modes. This would be beneficial

in maintaining the shelf lives of linen with optimising the cost-effectiveness. Also, one of the major
importance is that it has direct influence on the inventory planning and further aid in developing the
planning for activities and seasonal variations in demand.
P8. Importance of interrelationships between housekeeping and other key departments
There is a need to establish proper interaction channels between housekeeping and other
departments to maintain quality standards and manage services (Fouad, Hussein and Attia, 2016).
Housekeeping and Stores: Their relationship in significant in terms to ensure proper functionalities
of daily operations by balancing the demand-supply chain of products to be used in the
accommodation and fulfilling other services in other areas such as foods and beverages, parking,
lobby and more.
Housekeeping and Laundry: This laundry section helps in maintaining the quality of linen and
other accessories such as towels, blankets, pillowcases etc. Their purpose is to deliver clean clothes
to the guests and supply fresh linen in the rooms. Herein housekeeping responsibility is to issue
clean linen to all the areas of the hotel like rooms, health clubs, pool side areas etc.
Housekeeping and Maintenance: The maintenance section supports the housekeeping in direct
terms. Their purpose is to keep the operational activities of this hotel such as proper functioning of
electrical wirings, installing of smoke alarm, lifts, lightning and furniture in rooms etc. to provide
safety and security for customers' who consumes it when in systematic order. Here the tasks to fix
objects etc. are done by maintenance department and any issues related to it are reported by the
housekeeping.
Housekeeping and Front Office: These two work hand in hand, which means depending on the
availability of rooms, the housekeeping schedule and allot the tasks to their staff. Thus,
confirmation has been given only through front office who has the records and all the information
about check-ins ad check-outs. The prime agenda is to maintain the hygiene aspect which in turn
assist in managing the high standards of quality at this hotel.
P9. Importance of scheduling maintenance or repair work
This section is important which shed light on the minimal disruption to the guests and
visitors. This hotel is known for its impeccable strategic planning by effectively mixing the
direct labour and contract. The scheduling takes place to control the budget and evaluate the

efficiency of insulation provision for minimising the carbon emissions which has become the
challenging issues in current scenario. It helps in recognizing the adjustments and repair work
needed and later plan it in with reasonable amount of time, energy and resources (Ghazi, 2016).
Moreover, these tasks are performed under the predictive maintenance which helps in rectifying
the operational procedures by recognising the excessive use of equipment or any failure.
Additionally, a planned pathway to conduct the maintenance operations involves minute
obstacles while conducting the daily activities and consists of repairing of exterior and interior
places as well. It makes a good impression and improves the reliability parameter among the
guests. Here, the engineering team plays pivotal role which looks after the smooth running of all
working practices in all departments without creating any challenges and issues. Also, it shed
light on conducting the maintenance work on regular schedules to sustain the competitive
markets at both local and global levels.
P10. Importance of security
Security is one of the integral components in the hospitality sector that infer protection of
the guests, staff and taskforce from hazards, accidents, injury and any malware or potential mis-
happening. This new purchased hotel has the ambition to attain five stars within specific period
of 18 months. However, this is possible only with having compact and safe security systems. It
has been proved useful in preventing any security breaches, hacking or any such illegal activity.
There is inclusion of several information systems to be incorporated to gain the attention of their
clients and customers by making the services accessible and convenient as well.
In addition to the above, there are types of security such as physical aspects, safety and
security of persons and systems. The prime focus is the internal security which involves fire
safety, lighting, assets protection, tracking of unwanted materials, guests or situations etc.
(Hebert and et.al., 2015)Along with this, external security parameters are defined through proper
installation of CCTVs, hidden cameras, using fencing around the pool areas and outside the
building and more. The administration must employ effectual identification systems and key
control for robust locker inspections to avoid any reputational risk.
Furthermore, guests security must be given prime importance to build credibility factor.
This consists of imparting training to employees working in the housekeeping and reception
areas to maintain the check-in and check-outs and have proper vigilance in relation to the people
present on the building. Henceforth, the management of this hotel must specify the

responsibilities and conduct surprise auditing, special checks, proper record-keeping for cash
disbursements etc. to avoid any occurrence of accident or security breach. These are the most
common security concerns in the hotel industry especially in the kitchen and reception areas. The
focus must be to provide a secured interface to protect the data of their clients' so that they can
build a strong networking and gains loyal customer base.
CONCLUSION
It has been summarised that accommodation services have a significant impact on the
generation of revenues and profits. It is clearly indicated that this section has several smaller sub-
sections such as housekeeping, reception, kitchen-area etc. This assignment has highlighted core
competencies and abundant opportunities in terms of employment and maintenance provision for
the entire taskforce working in this hotel. There is an emphasis on review systems and additional
focus on managing the security systems to achieve organization's objectives. Lastly, this
assignment brought attention towards the quality standards and delivery of services that led any
hotel to flourish.

REFERENCES
Books and Journals
Hebert, P.R. and et.al. (2015). Hotel lighting to enhance guest safety and security. Journal of
Social Sciences and Humanities.1(4). pp.323-331.
Kariru, A.N., Kambona, O.O. and Odhuno, E. (2017). Enhancing Competitiveness Through
Guests’ Experiences: A Typology of Customer Experiences in Upscale Hotels.
International Journal of Hospitality & Tourism Administration.18(4). pp.361-392.
Melián-González, S. and Bulchand-Gidumal, J. (2016). A model that connects information
technology and hotel performance. Tourism Management.53. pp.30-37.
Rhee, H.T. and Yang, S.B. (2015). Does hotel attribute importance differ by hotel? Focusing on
hotel star-classifications and customers’ overall ratings. Computers in Human
Behaviour.50. pp.576-587.
Online
Wickford, H. (2017). Types of hotel Ownership. [Online]. Avaliable
through:<https://bizfluent.com/about-5598328-types-hotel-ownership.html>.