Detailed Report on Managing Accommodation Services and Front Office

This report provides a detailed overview of accommodation services within the hospitality industry. It begins by explaining the sector's contribution to the industry, covering key facts like occupancy rates, employment, and GDP impact. The report then dives into different types of accommodation, distinguishing between commercial entities like hotels, hostels, motels, and bed and breakfasts, and non-commercial options such as rental houses. It further explores various forms of ownership, including privately owned hotels, leased hotels, managed hotels, franchises, fractional ownership, and full ownership strata units. A grading system for hotels, from 1 to 5 stars, is also outlined, highlighting the services and amenities associated with each level. The role of online sites in influencing customer preferences and providing convenience is discussed, followed by a breakdown of the functions of the front office in hotels, guest houses, and bed and breakfasts. Finally, the report emphasizes the crucial role of the front office department in areas like security, guest services, and housekeeping, concluding with the significance of accommodation services in the hospitality sector.

MANAGING
ACCOMMODATION
SERVICES

Table of Content
• Introduction
• Explanation of accommodation sector contributes in industry
• Different types of accommodation services
• Different forms of ownership
• Grading system
• Role of online sites play for their potential customers

Table of Content
 Functions of front office
 Roles of front office
 Conclusion
 References

Accommodation management is a service in which the
accommodation services are managed in an appropriate
manner. It defines that the hospitality sector need to set
standards for cleanliness and maintenance and also
implement budget in suitable manner. This PPT covers
various types of accommodation services which are
available in the hospitality industry and role of front office
department in accommodation services.
Introduction

Accommodation sector of hospitality industry is related with providing a place to stay to customers on
temporary basis. This sector is commonly associated with tourism industry in which people book
holidays and trips and this sector also caters to local people seeking a short break from everyday
routine.
Explanation of accommodation sector contributes
in industry

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Facts
Average occupation rate
Occupancy rates are one of the primary indicate
which is used to measure the performance in
hospitality industry. Annual occupancy rates
for UK generally showed an improving trends
up to 2015 and by considering the UK
occupancy report UK hotels reached 67.5
pounds per available room.

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Employment tax contribution
In 2014 employment in UK hospitality stood
around 2.9 million jobs which describe 8.8
per cent of total UK employment. Since
2010, hospitality industry experienced
significant development and growth by
raising employment and eliminating tax rates
as employment rises by more 331,000 in
2010.

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GDP: The facts describe the total contribution
of accommodation sector to GDP in UK as
research depicts that, this sector plays an
important role in the development and
growth of economy. As it significantly
impacts the economy each and every year
and industry made a total contribution of
around 217 billion British pounds to GDP in
UK. Domestic travel is also become a big
contributor in the industry as worth over 20
billion British pounds is spending in every
year.

There are different types of accommodation and it is important to understand the difference between
different types of accommodation to market the business. Few types are mentioned a under:
Commercial Businesses
 Hotels: They provide private rooms along with services to their guests to gain their trust and
develop loyalty among them. They also varies in terms of range as basic budget style to extremely
lavish accommodation.
 Hostels: It belongs from backpackers and wanderers who need a place to stay on limited budget or
have shortage of money. For this, hotels make perfect temporary communal home. It is also termed
as guest house and are generally of low budget as compared to other places to stay.
Different types of accommodation services

 Motel: These hotels maintain a demographic target and always consider travellers from long
distance journeys. For this, they establish as similar to the hotel but offer few services. These rooms
face parking lot to provide easy come and leave access. They are less expensive as they provide less
services in comparison to hotels and just a place to spend night.
 Bed and breakfasts: These are generally guest houses which hold not more than 10 rooms and there
purpose is to provide a better place to stay, warm and home cooked meal in morning. Opening this
will need a start up money which may not be returned at right away. Their growing popularity
comes from their welcoming and homely atmosphere.
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Non-commercial Businesses
 Rental houses and individually owned units: These units are not for profit as here, people live by
paying rent and these houses has owners. These places are owned and operated by individual person
and also not run their business for commercial purpose. These units provide student accommodation
and residential care facilities which are useful for people who stay.
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Different forms of ownership
Ownership Type Definition Examples
Privately owned hotels In this, one person is named as owner
and few are investors and it is
beneficial because owner has
autonomy in decisions of management.
Wedgewood hotel and Spa in Vancouver
which is founded by Eleni Skalbania is
currently co-owned by her daughter Elpie.
Leased hotels It is the arrangement of private owner
of hotel leases it to corporation and the
lessee is responsible for all the
financial activities of hotel. This
method contains the great risk which
receive a share of revenue after
expenses.
Contemporary Boutique hotel and
Beautiful leasehold property.

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Managed hotels Here, if the hotel property is limited and has no
experience in hospitality field then it is decided to
hire a managerial company.
SliverBrich hotels is the example of hotel
management company which manages
independent hotels which operates under
many franchise brands.
Franchises This hotel services enables individuals or
investment companies to develop or purchase a
hotel rather than lease a brand name to operate and
become a part of hotel chain by using franchisor's
hotel brand image and marketing systems.
Examples are Marriott, Hilton, Radisson
and so on.

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Fractional ownership It develop finance hotels by selling few unit in one
eighth to one quarter shares. In this, owners can
easily place their unit in rental pool and
investment return for owners is based on term.
Its examples include sun peaks ski resort
and Penticton lakeside resort.
Full Ownership Strata
Units It is termed as financing model as hotel developers
build a new hotel with the sale of full ownership
strata units.
Fairmont pacific rim and The Rosewood
hotel Georgia.

Grading system
Grading System Definition System Example
1 star These hotels offer practical
accommodation services with
limited range of facilities
which only include food and
beverages.
These hotels are privately
owned and operates at small
level as services are provided
by the owner and family.
School House Hotel
2 stars These are considered as mid
range and also increases the
level of 1 star in terms of
offering services which
include quality of mattresses,
wall coverings and so on.
Here, hotels are small to
medium size and are well
equipped and also provide
comfortable accommodation
like cashless payment is
possible.
Tartan Logde

Grading system
3 stars These hotels offer huge
amount of services with extra
benefits like additional
amenities, clock or alarm and
also offer this type of rating
offers average services.
These hotels support higher
staffing levels and have
spacious reception with
seating arrangements. Here,
employees know at least one
foreign language and also
offer room services.
Ramada Hounslow
4 stars It describe exceptional
quality services which offer
excellent quality of services
like laundry services, valet
parking and so on.
They maintain high quality
furnishings decorations and
equipments with spacious
bedrooms which are well
designed and also have
enough staff to provide
necessary services.
Edinburgh Grosvensor Hotel
5 stars These hotels offer luxurious
services and offerings to their
respective guests and
amenities.
The accommodation of these
hotels are spacious and
matches with best
international standards and
Marriott

Role of online sites play for their potential
customers
Changing customer’s preferences: Many websites like makemy trip, tripadvisor and so on plays an important role
in changing the preferences of customers by showing their best and exact side. For this, reviews of customers
plays an important role because they post their experience over there and also enhances the view point of
customers. As these sites provide each and every picture of their rooms and also provide detailed description
about their offerings and services.
Convenience of customer: These sites are beneficial for customers because they provide many convenient
services to their customers like online booking, cancellation policies and many more which are helpful for
customers and also save their time. Online sites are productive and becoming more trendy among people
because they are many services on just one click which can easily save their time.

Functions of front office
The front office manager plays an important role in attending visitors and guests and for this, they should be polite and
humble in their nature. These people have controls over the availability of rooms and also perform day to day business
functions. They also welcome the guests in premises, process arrivals and departures, respond to guest requests and so
on.
Hotel: Hotels have many services which are offered by up to 3 to 5 stars hotels as they offer many services like
reservation in which people reserve or book for their rooms and other related facilities which they want for them.
Here, they also set up reception and hire receptionist who have each and every basic knowledge regarding the
services which are offered by hotel and also treat visitors and guests in polite manner. In addition to this, they also
offer excellent guest services to their respective customers which helps in developing relations and retaining them for
longer period of time.

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Guest house
Here, reservations department take calls and appointments and also answer questions of their potential guests and
also make reservation for them if required. They include making notes for the requirements of customers which
include room preferences, room availability and many more. For the arrival and departure of customers reception
is responsible as greeting for guests and checking them in and also count the number of rooms available in hotel
is done by reception.

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Bed and breakfast
These are the small lodging establishments which offer overnight accommodation and breakfast and also are private
family owned and have four to ten rooms. For this, night auditor plays an important role which perform all the
jobs which front desk officer perform during their shift. For this, there functions includes check in and out of
guests, reservations, responding to the complaints of guests, coordinating with housekeeping and many more.

Role of front office
Front office department plays an important role in Intercontinental hotels and resorts as for this, they also face
establishment of hospitality. This department is responsible for creating first and last impression on the mind
of guest which is concerned with the level of services and facilities which are provided by company. They are
also accountable for answering queries, directing and so on. Few roles are mentioned as underneath:

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Security: It is primary staff which have to be present for the safety and security of guest and employees. Security department
of Intercontinental hotels and industry is very organised and also responsible for maintaining safe environment for guests
and employees. This department has head of director which need personnel, technology and budget to operate 24*7 control
system of hotel.
Front office: This department is the most visible department of hotel as it is the focal point and reception desk of
Intercontinental hotels and resorts are considered as in it. In hotel, it is considered as the centre of communication as the
contact of guests are depends on it. Hotel spend lump sum of amount on it to make it look more luxurious which helps in
attracting more and more customers. This department also plays an important role in building image and reputation of
hotel.

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Housekeeping: Front office and housekeeping need to perform in an cooperative and coordinative manner to
achieve success for business as this staff check each and every room before entering or allotting room to
guest which include cleanliness, availability of products and services and so on. This department of
Intercontinental hotels and resorts compares room and also check status of room.

Hence, it could be concluded from the presentation that accommodation services plays an important
role in hospitality industry and has different types of services which they offer to their respective
customers and these are also classified on the basis of commercial and non-commercial businesses. In
addition to this, various types of ownership is described which are applicable on accommodation
services and also define grading system with their specific examples.
Conclusion

Slack, N. and Brandon-Jones, A., 2018. Operations and process management: principles and
practice for strategic impact.
Pearson UK.Dans, E. P. and González, P. A., 2018. The Altamira controversy: Assessing the
economic impact of a world heritage site for planning and tourism management. Journal of
Cultural Heritage. 30. pp.180-189.
References

Thank you