Managing Accommodation Services Report: Crowne Plaza Hotel Analysis

This report provides a comprehensive overview of managing accommodation services, focusing on the context of the hospitality industry and using the Crowne Plaza hotel (part of the IHG group) as a case study. It begins by identifying the scale and size of accommodation services, supported by statistical data on hotel quantities in the United Kingdom and globally, including comparisons with other accommodation types like B&Bs. The report then delves into different forms of ownership available to accommodation services, detailing the advantages and disadvantages of limited companies and sole traders, along with purchase options. It explores the role of grading, classification systems, and online review sites in shaping customer experiences and satisfaction. Furthermore, the report outlines the organization of front office functions within accommodation services, including essential roles and technologies like printers and computers. Finally, it addresses key roles within the front office department, specifically examining cost-reduction strategies. The report concludes by emphasizing the importance of satisfying consumer needs and providing various accommodation services to meet customer demands.

Managing
Accommodation
Services

Cover Content
 Introduction
 Identify the scale & size of accommodation services
 Different forms of ownership available to accommodation services
 The role that, grading, classification systems & online review sites
• Organizations of front office functions within a variety of
accommodation services
• The key roles within the front office department for a selected
organization
• Conclusion
• References

Introduction
To manage the accommodation service is essential for the
hospitality industry and it includes event planning, transportation,
lodging, travelling etc. To better understand this concept Crowne
Plaza hotel has chosen which is a part of IGH group.

Identify the scale & size of accommodation services
Table 1: Quantity of one, two, three, four and five star hotels in
United Kingdom
Category of
Hotels
Quantity
1 star 7981
2 star 8382
3 star 10878
4 star 9369
5 star 8390
Total 45000 1 star 2 star 3 star 4 star 5 star
0
2000
4000
6000
8000
10000
12000
7981 8382
10878
9369
8390

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Table 2: Number of hotels in the UK compared to other major
countries
Places Hotels
United
Kingdom
45000
USA 7117
Malaysia 7351
Thailand 4219
Russia 5000
United Kingdom USA Malaysia Thailand Russia
0
5000
10000
15000
20000
25000
30000
35000
40000
45000
50000
45000
7117 7351
4219 5000

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Table 3: Quantity of hotels with more bedrooms
London, Total number of
Hotel is around 24
Number of
Rooms
Number of
Hotels
0-100 6
101-200 7
101-300 7
More than
300
4
0-100 101-200 101-300 More than 300
0
1
2
3
4
5
6
7
8
6
7 7
4

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Table 4: “Number of hotels compared with number of B&Bs in
United Kingdom”
Particular Total
number
Hotels in UK 45000
B&Bs (Bed
and breakfast)
25000
Hotels in UK B&Bs (Bed and breakfast)
0
5000
10000
15000
20000
25000
30000
35000
40000
45000
50000
X Axis Title

Different forms of ownership available to
accommodation services
Types of ownership Description Advantages Disadvantages
Limited Company The board of directors of
IHG takes the important
decisions and shareholders
give their valuable
suggestions to them. The
corporation has registered
under limited company &
functions of management are
divided on the basis of
specific division.
In the form of shares &
debentures IHG can raise
the funds from market
which is main benefit for
the company.
There are need to follow
distinct legal compliances
and rules by the company
and if these are not
follows than penalties
have to be pay by the
IHG.
Sole Trader The business activities are
managed by the owner of
company and it take all
important decisions for the
welfare of organisation.
The owner does not need
to distribute the profits
to others which is main
advantage for the
Individual.
Funds can not be raised
from the open market in
the form of shares and all
losses have to bear by
single person.

Purchase option along with advantage and
disadvantage are mention below
Method of Purchase Advantages Disadvantages
Bank Loan Business of IHG can expand
when it takes the bank loan.
Corporation have to pay interest
which is the burden for the
company.
Joint Purchase The funds can be generated
through friends, family &
business associates.
The conflicts can be occurs on
the basis of profit distribution
among the various persons who
provide the fund.

The role that, grading, classification systems &
online review sites play
With the help of travelling facility people can visit around the
world at any nation. People are fond of travelling and enjoy to
spend holidays and vacations to other other countries. For that
purpose hotel is most essential because it is required to eat
food and take rest. Now a days there are online websites which
are helpful to provide information regarding location of hotel,
food and facilities & types of services.

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Essential: To satisfy the needs of consumers it is essential
to satisfy their needs and wants so that sales can be
increase. There are various services provided by Crown
Plaza to their guest and that involves: guest room facility,
room, food, furniture etc.

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Basic: Crown Plaza emphasis to satisfy the basic needs of
consumers so that they can attract towards the organisation
and it involves: quality food products and security.

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Nice to have: To attract the persons it is essential for Crown
Plaza to make them happy and comfortable while they visit.
To fulfil the needs of consumers it focuses to provides better
facilities which involves: free wifi, cleanliness, laundry etc.

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Luxury: Some people want luxury services so it is the
responsibility of Crown Plaza to fulfil their needs so that
more number of consumers can connect towards the
organisation. It involves: pool, spa and indoor games. To
provide these services company charge more prices from their
guests.

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Hyper- Luxury: Crown Plaza provides some superior facilities
and services which are beyond the expectations of guest. It
includes: bar & gym facilities. The people who belongs to the
higher income group they need these types of facilities.

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Organizations of front office functions within a variety
of accommodation services
Every hotel there is a need of front office so that it can resolve
the queries of consumers who visit. It provide basic
information like: availability of room, types of food and
services, price, time regarding check in etc.

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 Printer: The front office of Crowne Plaza use printer so that
necessary documents can be printed such as: ID prove.
 Computer: The front office of Crown Plaza has computer so
that it can know how many consumers have book the hotel
through online applications and CCT cameras are connected
to the computers for security purposes.

The key roles within the front office department
for a selected organization
As per the case scenario, Crown Plaza hotel is facing the problem
of reducing the cost from one of its front office position. It has
fictitious that the position within front office can be shifted to
other individuals as a result cost will be minimize. In the hotel
front office operations are needed to be stopped which are
related to the reservation clerk.

Conclusion
As from the above presentation, it has been concluded that it is
essential for hospitality industry to satisfy the needs of
consumers. There are different types of accommodation
services are provided by the hotels to the guest so that their
demand can be fulfil. The front office is responsible to solve
the queries of consumers when they visit hotel.

References
Bigby, C., 2012. Social inclusion and people with intellectual
disability and challenging behaviour: A systematic review.
Journal of Intellectual and Developmental Disability. 37(4).
pp.360-374.
Brown, L. and Osborne, S. P., 2013. Risk and innovation:
Towards a framework for risk governance in public services.
Public Management Review. 15(2). pp.186-208.

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