HND Hospitality Management: Accommodation Services Report

This report provides a comprehensive overview of accommodation services within the hospitality industry. It begins by examining the scale and size of the accommodation sector, presenting data on the number of hotels in the UK, London, and Manchester, categorized by star rating and number of bedrooms. The report then delves into different forms of ownership available, including sole trader, limited company, partnership, and franchise models, outlining their advantages and disadvantages. It explores various purchase methods like cash, bank loans, and joint purchases. The role of grading and classification systems, along with online review sites, is discussed in the context of guest bookings. The report outlines essential, basic, and luxury amenities. It also details the organization of front office functions in different accommodation types like motels, farm stays, and luxury hotels. Finally, the report highlights key roles within the front office department, such as reservations manager, check-in desk manager, guest relations officer, and receptionists, using The Savoy Hotel as a case study. The report concludes with a reflection on the learning experiences and a list of references.

MANAGING ACCOMMODATION SERVICES

Table of Content
■ P1. Scale and size of the accommodation services found within the hospitality industry
■ P2. Different forms of ownership available to accommodation service
■ P3. Role played by grading, classifications systems and online review sites when potential
guests books the services
■ P4. The organisation of front office functions within a variety of accommodation services
■ P5. Key roles within the front office department for a selected organisation

INTRODUCTION
Accommodation services are provided by hospitality industries and all the hotels, lodges, rest
rooms, rental rooms, villas, holiday stays etc. falls under this category. Management of these
services depends on numerous of departmental functions and. This study will cover description
to some graphical representation of hospitality industries and its ownership. The report will cover
given tasks in the context of “The Savoy hotel, London” established in 1889. It will highlight the
importance of housekeeping, front office and security department for selected hotel. It will also
include some description to the types of ownership and purchase method for hospitality
industries.

P1. Scale and size of the accommodation services found within the
hospitality industry
Quantity OF HOTELS
UK LONDON MANCHESTER
1 star
hotel
2500 115 45
2 star
hotel
2300 230 39
3 star
hotel
2910 191 28
4 star
hotel
2710 208 59
5 star
hotel
2230 85 47
UK LONDON MANCHESTER
0
500
1000
1500
2000
2500
3000
3500
1 star hotel
2 star hotel
3 star hotel
4 star hotel
5 star hotel

Quantity of hotels in UK, London and Manchester based on
number of beds till 2017
Quantity OF HOTELS
UK LONDON MANCHESTER
201 or more
bedrooms
12750 287 89
101- 200 bedrooms 12348 332 76
51- 100 bedrooms 12511 348 68
201 or more bedrooms
101- 200 bedrooms
51- 100 bedrooms
0
2000
4000
6000
8000
10000
12000
14000
UK
LONDON
MANCHESTER

Number of hotels in UK, China and Mauritius till 2017
UK China Mauritius
55,000 19,800 13,600
0
10000
20000
30000
40000
50000
60000
UK
China
Mauritius

P2. Different forms of ownership available to accommodation services
Type of ownership Description Advantages Disadvantages
Sole trader Sole trader is the business ownership
that involve a single owner without
the involvement of any partners.
It is highly flexible due to the
absence of multiple owners. Single
owner takes prompt decision for
any of its business process.
Business activities may imparts high
responsibilities to owner. Such
ownership have limited source of
expansion.
Limited Company This type of company has certain
limitations (Rahman and Ghadas,
2018). It has limitations in terms of
each of its related functions.
Limited recruitment of employees
improves its quality of functions
(Ariffin and et.al., 2016).
Funds can be effectively invested
due to a sorted organization
structure.
Its functions are confined and
restricted therefore it the least
adoption to innovations.
Ordinary Business
Partnership
Such ownership inhibits 2-20
numbers of partners and all share
equal numbers of shares and equally
liable to debts.
It has strategic and shared
decision-making process.
Formalities and documentations are
less.
It inhibits high chances of
disagreements (Ariffin and et.al.,
2016).
It can be easily dissolved.
Limited Liability
Partnership
In this type of partnership, owners
are liable to pay a fixed and limited
responsibility for business activities.
Such partnerships have low risk of
conflict because of the presence of
fixed and limited liability
conditions.
Such ownership has high rate of
corporate tax.
Stock management is poor within such
ownership.
Unincorporated
Association
These bodies do not have any owner
and runs by the help of local or
governmental bodies.
It does not have any type of
boundaries or formalities for
conduction of certain business
Such companies do not have any
authoritative structure or chain of
command that may impart it

Cont.
Purchase methods Advantages Disadvantages
Cash Purchase Such purchase has fewer considerations related to debts. High amount of cash flow may derive a problematic
situation for future business activities.
Bank Loan Arrangement of bank loan for business is easy.
Large sum of money can be borrowed.
Suitable for large business and highly depends on
profits earned.
Turns to be expensive due to higher interest rates.
Family Loan The procedures are relatively easy to perform from other
purchase actions (Kim, Jun and Kim, 2018).
Repayment or additional amount can be easily arranged.
This purchase method generate a risk of hampering or
disrupt existing relations.
Joint Purchase Large sum of capital can arranged easily with efficient
management.
Such purchase method may increases conflict between
the involved parties.
Franchise It is a consistent purchase method that imparts a long
term impact on business and provide a number of
advantages ass well.
This purchase method require high range of
documentations and procedures.
Re- mortgage own
home
It is the most common and easy approach which provide
required funds or capitals within an extremely shorter
time frame (Fouad, Hussein and Attia, 2016).
It does not consist of a long process of conduct.
This purchase method have a risk of losing the house if
the company is unable to earn profit (Fouad, Hussein
and Attia, 2016).
The procedures of documentations are less secured
and include risks of alterations or fraud.

P3. Role played by grading, classifications systems and online review sites when
potential guests books the services
Essentials These are elementary services or products that are needed by every customers and
provider by every accommodation service providers (Pereira, 2016). Availability of
comfortable bed, basic toiletries, arrangement of fans and television.
Basics These are the commodities that are normally provided by any accommodation service
comply to the basic needs of guests. Drinking water facilities, soaps, hand washes.
Nice to have These are the additional products that increases good experience of guests during their
stay (Yeh, 2018). Such as Air Conditioner or heaters, refrigerator with some beverages.
Luxury These are the advanced amenities provided by service providers for increasing the quality
of services. HD television, Jacuzzi etc.
Hyper luxury Hyper luxury are the advancement to luxury products that delivers high competitive
advantages to hotel (Phillips and et.al., 2017). Smart equipment, Steam bath facility within
rooms. Refrigerator with drinks or beverages, roof top scenic view.

P4. The organisation of front office functions within a variety of
accommodation services
There are different accommodation services exists within hospitality sectors and each have some
differences within its front office functions
Guests registration Guests assistance Grievance management
Motels Process of registration is easy to
conduct because of the inclusion of
not more than 20 rooms usually.
Is normally done by a single entity or
personnel heading a group of 5-6
personnel for better services (Talias,
2018).
There is no separate team for
grievance management but
issues are resolved by its
manager.
Farm stays Registration process is simpler and can
be easily operated manually.
Generally guests are assisted by one or
two persons for daily activities.
No specific or separate team of
grievance handler.
Luxury
hotels
Registration is done by proper system
software (Pereira, 2016). Process is
slightly lengthy because of the
provision of high range of services.
A whole staff of 20-25 personnel
delivers guests assistant services
working under a single manager.
Grievance is handled by
grievance manager by
standardized protocols
mentioned within the policies of
hotel.

P5. Key roles within the front office department for a selected
organisation
■ Reservations manger: Reservation is a general responsibility of reservation managers of front office.
At hotel The Savoy, reservation manger tends to conduct functions of room allotments, conducting
different documentations, assessments related to guests' information and online bookings and
recording the number of guests visited to the hotel. He keeps a track of all online reservations take
place on daily basis.
■ Check in desk manger: He keeps a record of daily check ins of hotel. It is the significant function
played by manager which includes the process of maintaining a clear record of guests visits to hotel
every day. At The Savoy hotel front office operations are managed by the inclusion of all the
recording and reporting tools and systems by significant team and personnel.

Cont.
■ Guests relation officer: Responsibility of guests relation officer is to resolve all the queries of guests
arrived at hotel and to assist them with required solutions or answers. One of the important role of
front office at The Savoy hotel is to provide a warm and highly professionalized behavior for
greeting and welcoming guests to improve friendly relations with them.
■ Receptionists: Receptionist is necessary to establish effective communication and to maintain a
standardized chain of command for ensuring the proper flow of information within floor level staff,
At The Savoy hotel, receptionists are responsible to cater the guests by addressing them all the
policies of hotel and to communicate with all other functionaries to smooth en overall functioning of
the system.

Individual reflection
■ I can learnt about the accommodation services that provided to the consumers in the
hospitality industry. According to my experience, I can learnt many things to manage
the business operations and function in proper manner. Each and every departments are
inter linked with each other. In this way, they are created an effective relationship
between the housekeeping and other key department. I also performed different
operations to understand the importance of forecasting linen stock and other guest to
supply the best quality of services. I also managing the scheduling and maintenance of
business operations. According to my opinion, hospitality industry are increasingly day
by day all over the world.

References
■ Ariffin, H. F. and et.al., (2016). Structural Relationships of Predictors Influencing Outsourcing
Decision in Malaysian Hotel Industry. International Review of Management and Business
Research. 5(4). p.1383.
■ Belarmino, A. and et.al., (2019). Comparing guests’ key attributes of peer-to-peer
accommodations and hotels: mixed-methods approach. Current Issues in Tourism. 22(1). pp.1-
7.
■ Fouad, M. A., Hussein, S. and Attia, A. Y., (2016). Housekeeping Performance and Guest
Satisfaction in Resort Hotels. International Journal of Heritage, Tourism, and Hospitality. 7(2).

Thank you