Comprehensive Report on Accommodation Services and Hotel Operations

This report delves into the management of accommodation services, using The Newt Hotel in Somerset, UK, as a case study. It examines the roles and functions of the front office, including reservation, registration, and information services, and discusses the importance of front office managers, reservation managers, and night audit managers. The report assesses the housekeeping department's contributions, emphasizing cleanliness, guest comfort, and staff coordination. It also explores the interrelationship between housekeeping and maintenance/facilities departments. Furthermore, it highlights the significance of forecasting for efficient demand and supply management, focusing on linen stock. Finally, the report defines the relationships between key departments like housekeeping and front office, and housekeeping and food & beverages, while also discussing the importance of scheduled maintenance to minimize disruptions. This comprehensive analysis provides insights into the operational aspects of accommodation services within the hospitality industry.

Managing
Accommodation
services

Table of Contents
INTRODUCTION...........................................................................................................................3
TASK 1............................................................................................................................................3
Covered in PPT............................................................................................................................3
TASK 2............................................................................................................................................3
P4. Analysing the front office functions .....................................................................................3
P5. Discussing key role of front office department.....................................................................4
TASK 3............................................................................................................................................5
P6. Assessing the role of housekeeping department....................................................................5
P7. Determining the importance of forecasting to ensure efficient demand and supply.............6
P8. Defining the relationship of key departments in selected organisation.................................6
TASK 4............................................................................................................................................7
P9. Examining the importance of scheduling maintenance to minimise disruption....................7
P10. Discussing the importance of security ................................................................................7
CONCLUSION................................................................................................................................8
REFERENCES................................................................................................................................9

INTRODUCTION
Accommodation services is a part of hospitality industry which is concerned with
providing place to stay on temporary basis. This is most commonly associated with tourism
industry from which people can book during their holiday and trips which facilitates the them in
sharing their rooms and facilities (Bakker and Twining-Ward, 2018).
In this report the chosen Hotel is The Newt, Somerset which is UK based hotel that estate
with big gardens and situated in the fabulous infrastructure. In this report, it is discussed about
the types of accommodation services within the hospitality industry and role of front office
department that various functions in department. Apart from that assessing the contribution of
housekeeping department that helps in provide accommodation services and identification of
relationship between key departments within the hospitality sector. Analysing the importance of
forecasting of demand and supply to meet the requirements of selected organisation and
exploring the role facilitates and security plays in this service.
TASK 1
Covered in PPT
TASK 2
P4. Analysing the front office functions
Front office is important function which play important role in the hotel industry where
they perform all major activities and functions as they fist deal with the customers. In the context
of chosen organisation following are the functions of front office are as follows-
Reservation: Reservation is the request by the guest to arrange a place in the hotel for a
period. Hilton hotels also provide this service and their front office employee is responsible for
accepting and rejecting the request of employee for reservation (Bigby and Beadle‐Brown,
2018). These request of reservation is sent by different modes like e-mail, telephone, online app
etc.
Registration: At Hilton, this section of front office behave warmly and friendly with the
guest. Employees who work at reception is called receptionist. They should have pleasing
personality and with first class grooming as they have to deal with guest directly.

Telephone Operator: It is the part of the front office which work from the back office of
the hotel industry. They are not seen by the hotel guest but are connected to front office as well
as guest. Employees who work as telephone operator at Hilton are polite and friendly with the
customer. It is the duty of telephone operator to handle all calls of hotel as well as guest.
Information section: This part is located at lobby area or near front office. The duty of
this department is to provide information to the guest regarding hotel, facilities, room, about the
city. They also handle mails and messages of the guest. At Hilton there is a separate section of
guest query where they provide information to the guest.
Front Office Cashier: The duty of this section is to update guest bill, keeping
transaction of guest up to date, settle their account before their departure. It is duty of front office
to get timely payment from the guest (Casais, Fernandes and Sarmento, 2020). At Hilton, they
provide different facility regarding payment of guest like online payment, credit card, cash
payment etc.
The function of Front office department in Resort are as follows-
 Update room status- In the resort, front office department is responsible for
providing information to the guest about the room status in the resort. This is
main function that is being done by the department that to let them know about
the availability of vacant rooms.
 Guest database- For the Front office, it is important to prepare proper guest
database for useful information and other external uses. This helps the resort also
to get all essential information about the guest.
The function of Front office department in guesthouse are as follows-
 Essential inquiry- This function is usually performperformed by the front office is to
answer questions and inquiries of guest. This will help to both guesthouse and visitors to
know about certain things and will make them alert with all the movements.
 Marketing and sells- This- This is also anirthwranother function is to marketing of the
services provided by the guesthouse to the customer. This will help in increasing the sales
and visitors will visit more in the accommodation.

P5. Discussing key role of front office department
There are different role of front office department in accommodation play important role
in managing and interacting with their guest when they enter in any hotel organisation. Some
different types of functional roles that exist in The Newt hotel are as following-
 Front office manager- They function in all hotels where guest check-ins and check-out
are front office managers and monitor their entry time in the organisation. In the context
of The Newt, they trained front office manager properly so that they could deal with
different types of visitors and make sure that they are provide friendly services to all
customers.
 Reservation manager- These managers are professionally trained and they deal with the
reservation process of visitors and ensure that they able to make proper entry for the hotel
(Sigala, 2018). They play essential role in allocating the task to different workers. For the
chosen hotel, they exercise main responsibilities of accepting and persuading to visit the
hotel as they need to bring maximum number of visitor.
 Night audit manager- They play both duties of front desk agent and accounting
department and they work along with night-time employees such as night manager, hotel
security guards and many other. In the context of The Newt hotel, they itself audit the
guest ledger and define all guest folios, the billing receipts for currently registered guest
and ensure all accuracy of financial statements (Yang, Huang and Shen, 2017).
TASK 3
P6. Assessing the role of housekeeping department
Housekeeping department is kind of operational functions that include certain activities
such as cleanliness, aesthetic and room upkeeps and monitor hygiene in all hotels (De Luca and
et.al., 2020). This is important to understand that housekeeping is very much needed in the hotel
industry and demand of professional housekeeping is increases noondays. In the context of The
Newt, housekeeping is essential to provide to its visitors so that they feel comfortable and happy
from the services. Following are the role of housekeeping department in the accommodation
services-

 It make sure that it able to achieve maximum efficiency to provide care and comfort to
the guest and supports in smooth functioning in the hotel. For the chosen hotel, it helps in
providing the best services to visitors.
 It creates the welcoming the atmosphere and healthy relationship with visitor and provide
the reliable services to all staff of department. This ensure that it able to maintain the
courtesy with customer and impact positive impression.
 It makes high standards of cleanliness and upkeep in all areas and has all responsibilities
towards the visitors. In the context of The Newt, this department regulate all hygiene and
safety measure to avoid the uncertainties.
 It provide uniforms to all staff members and maintain adequate inventories to perform the
all functions and maintaining the major responsibilities to attract the visitors. In the
selected hotel, this helps in giving positive impact on the customers as when they see that
all staff is in reputed outfit (Ho, 2017).
 Coordination and renovation of the property is also important from the point of hotel as
that attract the visitors a lot and grab their attraction. In the selected hotel, luxurious
feeling is the speciality of this hotel and its interior and fascinating look attract the visitor
and this is duty perform by housekeeping department.
Interrelation between Housekeeping and Maintenance department are-
Housekeeping Department
 Its key function is to satisfy the
customer and provide them
optimum results.
 It helps in identify the problem
with the staff and provide them
assistance.
 It checks and depend on the
maintenance department to keep
the things in order.
Maintenance Department
 It plans and undertake scheduled
maintenance in the hotels and other
accommodation services.
 This diagnosing fault and identify
the solution of the problem.
 Supervising engineering and
technical staff to perform better.
 Managing the budget and regulate it
properly.
Interrelationship between Housekeeping and Facilities deparment are-
Housekeeping department Facilities department

 In the context of Newt, it makes
sure that it able to provide all
comfort and maximum satisfaction.
 It makes sure all high standard of
cleanliness in maintain in all areas.
 Continuous communication is
important between both the
departments to fulfil the objectives.
 Overseeing and agreeing contracts
and provides services like security,
parking, cleansing, catering,
technology.
 Supervise the teams of staff and
provide hen basic facilities.
 Ensure that all facilities meet
government regulation and other
standards.
P7. Determining the importance of forecasting to ensure efficient demand and supply
Forecasting refers to the predicting the future events on the basis of past and present
events and take appropriate action from taking insights of managers. Forecasting in hotel
industry is important to understand the demands of linen stocks and maintaining the required
supply to fulfil the needs of hotel. In the chosen hotel, there are some importance of forecasting
the linen stock are as follows-
 Proper planning- This helps in providing the best way to use efficient method in
meeting the demand and supply of linen stock in future period. It promotes the planning
and ensure that every housekeeper are getting theit linen stock at right time (Jacobs and
et.al., 2017). In the context of The Newt, forecasting helps in promoting better planning
activities for future functions and make sure that every staff department is getting the
stock.
 Budgeting- This is important in forecasting that management in the organisation able to
do proper budgeting of inventories and other financial statements. This increases the
smooth activities and function as forecasting helps in providing essential information to
the hotel. In chosen organisation this helps in formulating the budget of hotel
management as it ensure that everything is properly allocated and inventories are
properly available in the hotel.
P8. Defining the relationship of key departments in selected organisation
In the hospitality sector all departments are interrelated with each other and they used to
perform in the combination. In the accommodation services, there are different department are

there which are coordinated and integrated the functions and duties. In the chosen organisation,
there is relationship between the housekeeping and other departments are as follows-
 Housekeeping and front office- They many times work together to deliver the services
to its customers and also maintain the healthy relationship with each other to fulfil the
goal of hotel organisation (Ng, Sweeney and Plewa, 2019). They contain their own
responsibilities and also ensure that all customers are satisfied. In the selected
organisation the relationship between the front office and housekeeping play key role in
delivering best services to its visitors.
 Housekeeping and food beverages- The department of food and beverages satisfy the
food related demands of customer where housekeeping also include the responsibilities
of fulfil the demands of visitors regarding the food. In the chosen organisation, they both
helps in satisfying the needs and demands and their activities are co-related to meet the
requirement of visitors. They used to communicate with each other according to the
situation created by the visitors.
TASK 4
P9. Examining the importance of scheduling maintenance to minimise disruption
Scheduling maintenance and repair of work is very important from the point of view of
delivering the best services to the visitors. Some necessary functions are need to be done in order
to achieve the proper functioning in the hotel management (Killaspy and et.al., 2020). This
reduces work disruption during their work activities and functions some of security guards,
facilities managers are playing this role and responsibilities. In the context of chosen
organisation this will increases installation and maintenance of equipmentsequipment’s and other
repair sites in the hotel industry. This also ensure that all guest were staying with better
environment and reduces the disruption in their work. Followings are the importance of
scheduling maintenance in the hotel industry are as follows-
 Ensure better performance of all activities and functions and that increases the
transparency and predictability and that gives the satisfaction among the staff that they
are performing well.
 Scheduling reduces the duplication of many task and activities and decline the chances of
future uncertainties that will lead to proper functioning of all operational activities. In the

chosen hotel organisation this will help in improving the effectiveness and efficiency in
the management through many ways.
 Scheduling helps in maintaining all the things in order and helps in providing the
optimum result to the hotel and useful in achieving the goals and priorities in time.
 It monitors the productivity of all employees and useful in evaluating their performance
to give best possible outcome. In the context of Newt, it fulfils the demands by
understanding their work arrival and departure time as well as time allotted for breaks
and lunch.
 Proper functioning will reduce the problems or disruption in the service of guest and will
able to give them smooth and best services and will lead to optimum satisfaction.
P10. Discussing the importance of security
Security aspect is very important from the point of safety of customers and guest as they
visit the accommodation through the believe of trust that this place will be safe (Magno, Cassia
and Ugolini, 2018). This become necessary to address the problem of threat and other
insecurities that might face by any visitor. IN the context of selected organisation the security is
basic responsibility that need to be fulfil by the organisation. Followings are the importance of
security in accommodation services are as follows-
 Security concern with many factors not just about the life of guest but also from the
property of hotel organisation. It overlook all the activities and functions that concern
with any kind of threat.
 It make sure that all safety measure needs to be taken for the security of visitors and
develops the sense of trust and believe towards the place that they are safe (Martin-
Fuentes and et.al, 2018). In the chosen organisation security is very important for the
hotel and they properly take all the necessary step to keep the customer safe.
 It builds the image of hotel in the eyes of visitors and they will prefer to visit more and
more after this services. In the selected organisation, they make sure that all the relevant
must be taken to make them feel safe and relaxed and for they using many devices and
technology.

CONCLUSION
From the above report it is concluded that Accommodation services is major part of
hospitality sector and this concern with place where guest stay for specific period of time. In this
report it is discussed that the functions of front office are reservation, registration Telephone
Operator, Information section, Front Office Cashier have their own function. It is analysed the
Front office manager, Reservation manager, Night audit manager are playing important role in
the hotel accommodation. Role of housekeeping is important for the hotel organisation as it helps
in maintaining the environment of hotel and benefits of scheduling are that they perform the
effective way to regulate the whole managerial functions. At last the importance of security will
develop the sense of trust among the visitors and they more likely to visit the safe place.

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