A Detailed Report on Managing Accommodation Services Operations

This report provides a detailed overview of managing accommodation services, focusing on the operations and interdependencies of key departments within the hospitality industry. It begins with an introduction to the sector's economic significance and then explores different types of accommodation services, including their ownership structures, grading systems, and the role of online reviews. The report delves into the functions of the front office, including reservation, guest services, and night audit, and examines how these functions contribute to guest satisfaction and achieving hotel objectives. It further analyzes the housekeeping department's role in maintaining cleanliness, forecasting demand for supplies, and its relationships with other departments. The report highlights the importance of interdepartmental coordination, communication, and security in providing effective accommodation services. Overall, the report offers insights into the complex operations and strategies employed in the accommodation sector to ensure guest satisfaction and operational efficiency.

MANAGING
ACCOMMODATION
SERVICES

Table of Contents
INTRODUCTION.......................................................................................................................2
LO 1 ............................................................................................................................................3
Different types of accommodation services.......................................................................3
LO 2 ...........................................................................................................................................5
Role of department of front office.....................................................................................5
LO 3 ...........................................................................................................................................7
contribution of the Housekeeping department in hospitality industry ..............................7
LO 4 ...........................................................................................................................................9
Role Facilities and Security in hospitality industry............................................................9
CONCLUSION..........................................................................................................................10
REFERENCES..........................................................................................................................11

INTRODUCTION
The sector of hotel industry is considered as one of the largest sectors which
contributes on a high level in the growth of economy. The sector of hospitality is
dynamic and unpredictable as it deals with tourists, exchange rate of the countries etc
factors. This report will give a brief analysis of how the companies which deals in this
sectors maintains their operations and what are their roles in achieving growth with
satisfying the consumers. This report covers issues such as types of accommodation
services, forms of ownership, grading and classification system, role of online review
in attracting the consumers, function of front office, key roles of front office and how it
helps the hotel to achieve their goals and objectives, how front office helps in
enhancing guest satisfaction, key roles of housekeeping department, importance of
forecasting in managing the inventory, interrelationship between housekeeping and
other departments, relationship and coordination between different departments,
importance of communication, security and scheduling of maintenance.
LO 1
Different types of accommodation services
Introduction and contribution made by the hospitality industry in the economy
This industry is a service industry which includes areas such as lodging, planning of
event, theme parks, transportation, traveling, food, drinks and other areas which are
related with tourism industry. This industry generates a lot of revenue from different
sources such as hotels, restaurants, tourists and venues of entertainment. Apart from
it this industry generates a huge amount of employment opportunities (Perić, Đurkin
and Wise, 2016).
Different types of accommodation providers and difference between them
Hostels-
This accommodation is considered as one of the cheapest medium because it
offers shared rooms to people. Apart from this, amenities such as washroom, towels
and toiletries are also not even private. People prefer this because of their friendly
culture and new ways to meet people (Steinberg and et.al., 2016).

Guesthouses-
This accommodation are suitable for families on a tour. Host of the guesthouse
will make the families of the company comfortable and present the house as the
tourists owns the place. Tourists will get the benefit of homemade food (Bakker and
Twining-Ward, 2018).
Hotels-
These places are categorized and ranked on the basis of the star they get.
More the stars more benefits and amenities tourists will get from that. Amenities such
as private bar, big screen in the room, pool, spa etc.
Difference between commercial and non commercial business
Differing Focus- Commercial business is concerned with maintaining the ambiance
of the restaurant, quality of food and its presentation. On the other hand non
commercial units just has to maintain the level of taste of their food as consumers
who visit this place does not stay for long because they are on a schedule.
Different types of ownership in hospitality industry
Privately owned-
In this type of ownership hotel is under the name of one person but they are
many investors in the structure of ownership. The benefit of this structure is that the
owner of the hotel will have autonomy in managing the decisions. Consumers will
have the benefit of customizing the service according to their need (Phelan and et.al.,
2019).
Managed Hotels-
If the owners of the hotel does not have an experience in the field of
management they will have an option to hire another company for managing the
hotel. Owners of the hotel will have a control over the factors such as salaries and
maintenance but the responsibility of taking decisions will be done by the
management company (Martin-Fuentes and et.al., 2018).
Franchises-

Owner of the hotel who chooses this model has to pay a sum of amount to the
chain for using their name, logo and the management decisions. This model has a
advantage of attracting the tourists as they trust the quality of the brand.
Grading and classification systems
The British Tourist Authority-
The English board of tourist AA and RAC jointly inspect the quality of different
hotels and rate them on the basis of stars. There are two types of grading system one
is the stars and other is diamond. Stars are used for hotels who have restaurants and
diamond are used for providers such as guest house, hotels which are operating on a
small scale and those who do not have a restaurant. One star rating states that hotel
has a limited range of facilities and amenities whereas one diamond rating means
that provider is offering acceptable service and benefits. If the diamond and stars both
are of high grade that is 5 star hotel and 4 diamond will make the hotel cover every
aspect in all of the areas. Their services will be better and the amenities that they will
be providing will be of best quality (Funston, 2019).
Role played by online review sites
There are two types of guest who gives feedback and they give it because
either they are looking for criticizing them or to leave a compliment for the service.
Before finalizing an option from all the alternatives tourist will read the review for the
place as it helps them to know about the quality of service that the hotel is offering to
their clients. More the positive review hotel has on its wall more the client will be
attracted to book the service. Apart from this it will also help the hotel to increase their
rating. They just need to spread it online through different channels such as social
media in order to promote the positive review so that they can be competitive at all
times necessary. It is free of cost but it consumes time to share the reviews through
every channel possible. It helps the hotel to earn more revenues (Fernando, 2018).
LO 2
Role of department of front office
Functions of the Front Office
Reservation-

This section states that front office of the hotel is responsible for taking
reservations and registering it in the name of the client as it is taken out of various
sources. So that at the time of visit there is no issue in making it sure that at the time
of visit guest has their room (Zhu, Lin and Cheng, 2019).
Guest Service-
This aspect is concerned with fulfilling the duties and activities so that they can
satisfy the visit of the guest and get positive review from them.
Night Audit-
They have to prepare reports which is for the day to day operations of the hotel
and manage the accounts of the hotel (Leach, 2019).
Inquiry-
Front office has the duty to manage the queries of guests and for that they
have to keep a track of everything in the hotel.
key roles of the Front Office department which helps the providers to meet their
objectives
Front office of Premier Inn interacts with guests and handle all of the customized
things they asked for the room so that at the time of entering of room it won't leave a
wrong impression. They have to collect the documents of the guest and at the time of
check out ask for their payment. When the guests are not present they fulfill their duty
of back house operations so that they can make reports about everything. They
manage the whole cycle of guest which includes the pre arrival, arrival, occupancy
and departure of guests and all the duties that comes in between of these areas.
They follow the rules and regulations while committing the work so that ethics of the
company are not broken and they try their best to satisfy every customer which helps
them to meet their goals and objectives (Common, Flynn and Mellon, 2016).
Role of the Front Office in satisfying the consumers
If the front office of Premier Inn is not following the rules and regulations, not
working hard in order to satisfy their clients then they won't be able to get positive
feedback from the clients. It is necessary to earn positive feedback from the
consumers because it allows the company to know about the position of the company

and reduce the gaps in their performance so that they can increase the level of
customer service. The interaction and communication also helps the front office to
know about the perception and impress them by offering things according to their
need. They ask for any special service if the client requires so that they can prepare
for the necessary arrangements. All the activities which are under the front office
manager such as manager for reservation, reception, guest services, night audit all
helps the company to achieve their mission and objectives. To conclude front office of
the hotel needs to look out for all the basic to complex things and solve it on their own
because if the issues passes to the consumer then they won't be able to enhance the
level of satisfaction provided to them (Heagney and et.al., 2018).
LO 3
contribution of the Housekeeping department in hospitality industry
key roles in the housekeeping department
Housekeeping of Premier Inn is an operational department of the hotel. They look
after the work which are related to maintenance, cleanliness, health spa, and
condition of the room in an aesthetic manner and surroundings of the hotel. Guest
rooms are the power feature of the hotel which is the reason why their job is
important. They look after the decor of the room and keep the air of the room fresh
with fragrance. Most important thing is to maintain the cleanliness of the room as it
can make them loose their client if it is not kept up to the mark. The department of
housekeeping is available 24/7 to provide their services and keep the property of
hotel maintained so that it can attract a lot of people (Rogerson and Rogerson,
2019).
Importance of forecasting and other supplies
Forecasting demand is important for the company as it helps them to meet the
demand for guest supplies such as soap, towels, shampoos and cleaning supplies
which are the non consumable items and materials which are needed in kitchen to
run the restaurant are consumable items. In order to maintain smooth flow of products
they need to take out the average sales of hotel from the previous data for that
particular period of time so that they can keep up the inventory according to that. If
the demand is not predicted at the right level then the inventory they have maintained

will be deteriorated and will incur a loss for the company as they won't be able to
move the stock out (Tidd and Bessant, 2018).
Importance of interrelationships between housekeeping and other key
departments in order to give satisfaction to the customers
Housekeeping with purchase
The department of purchase helps the housekeeping team to purchase items
which are required for the hotel such as supplies for guest, stationery of room,
cleaning agent linens etc.
Housekeeping with security-
The room that hotel offers to their clients also offers security and privacy with it
and for that they invest a huge amount of money. Many people take advantage of this
and do illegal activities which is looked out by the department of housekeeping and in
any case they call the security so that strict actions can be taken against them.
Housekeeping with HR-
Team of housekeeping coordinates with department of HR as they have to be
in touch with them for the confirmation or issues related to ID cards and other
facilities.
Relationship between the housekeeping department and other key departments
to provide effective quality accommodation services
Coordination with front office-
It is important that front office of Premier Inn coordinates with housekeeping of
the company so that they can have the current status of the room. It is after the
cleaning and inspection done by the housekeeping of the hotel which grants the front
office to assign the guest room. This will help the company to provide their services in
an more effective manner (Almeida and et.al., 2017).
Coordination with food and beverage-
Department of food and beverage is consisted of two staff members that is
service and kitchen staff. Coordination between them will help the hotel to maintain
sufficient level of stock for clean napery so that they can meet the requirement in
functions, event or conferences in hotel. Apart from this they will also need to

decorate for the event which will require a proper coordination between both the
departments so that they can make the event successful.
Communication between the housekeeping and facilities department
It is important that the housekeeping and other departments engage in
communication frequently so that they can coordinate with each other at every step
and provide quality service to their consumers. For instance if there is an event being
organized in the hotel and the front office has not informed the staff of housekeeping
to prepare for it. This will lead to lot of problems such as not cleaning the area where
the event is happening, not managing the stock of enough towels or napkins for the
guests and nut putting fresh clothes on the tables. This will make the event failure.
This is the reason why it is necessary for different departments to stay in
communication with each other. Otherwise they will not be able to achieve overall
guest satisfaction.
Importance of scheduling maintenance or repair work
There are many areas which needs regular maintenance check up in hotels
such as A/C, Lighting, water supply, kitchens and heating system so that their clients
never suffer from this situation as it leaves a bad impression in their eyes and the
next time they would want to book the hotel they will look for other alternatives. This is
the reason why it is necessary to regularly check for the repair work. Premier Inn has
the scope to take the help of software and remind themselves of these things so that
they can never miss out and this will help them to gain control over the equipment.
With this strategy the hotel will be able to save a lot of money which would have been
spent on unnecessary things and maintain the condition of the equipment. This will
also help to save the time of administration and they will be able to focus on other
areas (Killaspy and et.al., 2019).
LO 4
Role Facilities and Security in hospitality industry
Importance of security
It is one of the most important factors while designing the structure of the hotel
as there are many things which needs security in the company. Guests wants that at
the time of their visit their family and stuff is safe in the hotel. Also it is important that

the assets of the hotels are protected as it is costly. Guests won't visit the place if
there is no security from crimes, abduction, pests, food poisoning etc. trolley must be
provided to the guests so that their luggage can be safely escorted without any
damages. Hotel need to equip their hotel with proper security system so there is no
issues regarding this measure. They need protection from raw materials, groceries,
proper facility for managing the inventory so that they can manage all the things and
provide a better customer experience fir their clients and safeguard their personal
interest from outsiders.
Assess the role maintenance plays within the accommodation services
Maintenance department of the hotel has the duty to manage the processes and
services which supports the core business. They help Premier Inn to improve their
efficiency of energy and reduce the cost of operating so that they can increase their
margin. Maintenance helps the hotel to ensure that their staff and guests are safe.
They protect the building by properly maintaining it which includes all of the
concerned areas such as walls, ceilings, electricity, security alarms, furniture and
management of space. Some hotels outsource the staff for maintenance so that they
can work care free. With the help of this department hotels are converting into
becoming more eco friendly as they are taking the help of those products who are
efficient in energy. They are working on reducing the cost of improving the equipment
by using new and innovative ways (Losada and et.al., 2017).
CONCLUSION
From the above studies it has been concluded that Premier Inn needs to make sure
that their staff of every department is coordinating with each other so that they can
work on increasing the experience of consumers. They need to focus on improving
the security and taking the help of digital methods so that they can schedule the
repair work which will avoid the chances of leaving a bad impression on their clients.
If they do not evaluate or keep a regular check on all of these factors then they will
loose their clients and it will affect the profitability and share of the company in the
market. Front office and housekeeping needs to ask for feedback so that they can
reduce the gaps which will help them to enhance the satisfaction level for their
guests. They need to get positive review and share them through every channel

possible so that they can target more people. In order to improve the experience of
clients front office plays an important role as they have to keep everything in mind
which the clients asked for and prepare for it at the stage of pre arrival till the stage of
departure of clients.
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