Analysis of Managing Accommodation Services at the Ritz Hotel London

This report provides a comprehensive analysis of managing accommodation services, using the Ritz Hotel London as a case study. It begins by identifying the scale and size of accommodation services within the hospitality industry, exploring different forms of ownership, and examining the role of grading, classification systems, and online review sites. The report then delves into the organization of front office functions, key roles within both front office and housekeeping departments, and the importance of forecasting linen stock and guest supplies. It also highlights the interrelationships between housekeeping and other departments, the significance of scheduling maintenance, and the crucial role of security. The report incorporates data, such as hotel numbers from 2008 to 2012, and discusses the impact of technology, like automatic check-in/out systems and online room views, on the customer experience. Finally, it examines the key roles within the front office and housekeeping departments, providing insights into the effective management of accommodation services.

Managing
accommodation services

Table of Contents
INTRODUCTION...........................................................................................................................1
TASK1 ............................................................................................................................................1
P1 Identify the scale and size of the accommodation services within the hospitality industry. .1
P2. Different forms of ownership available to accommodation services....................................2
P3. Role of grading, classifications systems and online review sites.........................................3
P4. Explain the organisation of front office functions within a variety of accommodation
services........................................................................................................................................4
P5. Discuss key roles within front office department.................................................................5
P6. Review key roles found within housekeeping department...................................................6
P7. Importance of forecasting linen stock and other guest supplies to ensure sufficient supply
to meet demand...........................................................................................................................7
P8. Importance of interrelationships between housekeeping and other key departments to
provide quality provision and services........................................................................................7
P9. Examine the importance of scheduling maintenance or repair work to minimise disruption
to guests.......................................................................................................................................8
P10. Discuss the importance of security in selected organisation..............................................9
CONCLUSION................................................................................................................................9
REFERENCES .............................................................................................................................10
.......................................................................................................................................................12

INTRODUCTION
Accommodation services means managing the services which are provided by the
hospitality sector directly or indirectly. The activities which are involve in accommodation
services are operation as well as maintenance of premises and manage overall activities in well
defined manner (Salcedo, 2018). The accommodation sector is considered as one of the largest
sector in tourist industry providing wealth and opportunities to business as well people. In this
report, Ritz hotel London is taken under consideration. It this report it help in identify the scale
and size of accommodation services within hospitality sector. It also explain about different form
of ownership available in accommodation services. If further explain about the gradings and
online review sites in order to book accommodation. Therefore it also help in analyse the
importance of linen stock and other to meet the demand. At last this report examine the
importance of scheduling maintenance or repair work to minimise the disruption to the guest and
also discussed the importance of security within a selected organisation.
TASK1
Introduction to the speech:
Technology plays an vital role in developing and revolutionizing the industry sector as
well hospitality industry. In this modern era the hotel sector has become a billion dollar industry
due to rise in living standard of people. Interior design plays an essential role in developing the
overview of front desk. By looking today's technology managers are providing tablets to staff
rather than desktop. Now employees can track client information from anywhere and provide
guidance and support on exact time. For the Ritz hotel, manager have implemented automatic
check in as well check out to make the best experience for customers. Ritz hotel have their own
website from which guest can have actual footage or view of room and balcony to choose as per
the convince. The hotel manager of the Ritz Hotel London is invited in the Hoteliers Annual
Conference in Rome. It is a four day programme which totally emphasis on accommodation
services such as front office, maintenance, housekeeping and security. The manager will deliver
the persuasion speech on accommodation services to the client.
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P1 Identify the scale and size of the accommodation services within the hospitality industry
Hospitality industry is one of the prominent sector in providing the customer satisfaction
to retain them for a long period of time in future. On the basis of scale of hospitality these are
divided into three different categories which are explained down below:
Front office: It plays and vital role in a hotel and it also know as a face of a hotel. Front
office is a department where a guest interacts. It is responsible for creating a first hand impression
regarding the level of services and facilities which are provided. The major role of front desk is
responsible for answering enquires, directing quires to customers.
Housekeeping: The housekeeping department have pride in keeping hotel clean and tidy.
The aim of the accommodation help in providing customers clean, attractive and comfortable and
welcoming surrounding which provide value for money (Bould and et. al., 2018). It play an vital
role in sending message that cleanliness in hospitality. It is the responsibility of management as well
as housekeeping team to keep place neat and clean.
Security and maintenance: They are considered one of the most important factor for
hospitality sector. Of the customers it essential to provide security to the customers who are
generally visit hotel often (Noe and et. al., 2017). Maintenance become important as they help in
keeping surrounding neat and clean.
Number of hotels in the UK from 2008 to 2012
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Illustration 1: Number of hotels in the United Kingdom (UK) from 2008 to 2012
(Source: Number of hotels in the United Kingdom (UK) from 2008 to 2012, 2019)
From the above mentioned graph it has been analysed that there were around 12500
number of hotel in year 2008 and 12300 in year 2009. This number reached 12000 in 2010,
12300 in 2011 and 12400 in 2012.
P2. Different forms of ownership available to accommodation services
Ownership Description Advantage Disadvantage
Sole Trader This kind of business
the owner is usually a
single owner and have
enjoy major part of the
profitability.
All kind of rational
decision are made by
sole proprietor and
have maximum profit
share.
Hence, in this case
owner have most of
the rights which
include unlimited
liability.
Partnership There can be to or
more than two person
who can carry out the
In this scenario
organisation are not
liable to pay any tax
Here each and every
partner is equally
liable for the debts of
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business opportunities
(Kuzmin and et. al.,
2018). The company
have the main motive
of sharing profit in
expansion.
which are related to
business activities.
the firm.
Limited company This kind of company
are the individuals are
liable to the company
which have limited
share or guarantee.
These are the liability
of member which are
limited as per the
investment which are
guaranteed to their
shareholders.
There are some rules
which are restricted in
company can not take
any action against
them.
Purchase Method Advantages Disadvantage
Cash Purchase There are limited amount of
dues in such kind of method.
They are security concern
involved which are involved in
the usage of cash purchase.
Franchisee Risk in business failure gets
minimized here and there less
chances of losses.
It is one of the costly method
which require lost of funds in
order to operate business
activities.
Bank Loan The interest rate of banks are
basically low.
It is only given to those people
who are worth ans have
importance.
P3. Role of grading, classifications systems and online review sites
Accommodation services should strive to maintain and provide a wide range of high
range of quality services which company ensure high sustainability within the marketplace.
Hotels are graded and separated as per the services and quality offering. It ensure high
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performance and satisfaction gained by the consumers while having the quality time within hotel.
Also there are different kinds of Trip Advisor, Trivago, Bookings.com, LateRooms.com. These
are the sites which help people in choosing various hotel as per their budget and accommodation.
Grading help in to separate the hotel rooms as per the price as per the requirement of gust
who are staying in the hotel (Tontini and et. al., 2017). Customer have choice regarding their
affordability and their duration of stay can book hotel and can cancel the booking if urgent work
occur. The hotel does not charge any cancellation price from the customers as they want to
attract more and more customers. Online review help in analysis the hotel services and their
quality of offering to customers. Today customer have become concern about the choice as they
see online rating and then book the rooms. This provide convince for guest to choose the best
hotel for there stay for days or for longer duration.
P4. Explain the organisation of front office functions within a variety of accommodation services
Front Office is been considered as one of the main department within the hotel and have
direct relationship with customers when the customers arrives at hotel (Tidd and Bessant, 2018) .
Mainly the staff is formal, sensible to handle all kinds of customers who are staying in hotel. In
the context of Ritz hotel London front office people must have efficient communication skills to
greet people in well defined manner. The function of front office Department are briefly
described below:
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Illustration 1: Front Office Organisation of Four Seasons Hotel London
(Source: Front Office Organisation of Four Seasons Hotel London, 2019)
Telephone: It is known as important tool for assisting the guest and communicating with
employees as well as clients. And also it is responsible for making calls to room services for
brining newspaper and coffee in morning.
Reservation: This section is responsible for booking the seats or room for customers and
as per the requirement. Further it include filling of the record related to the reservation and make
sure that each and every reserved seat must fill as soon as individuals enter in the hotel (Bradić
and et. al., 2017).
Cash and Bill: It have different function which include taking payment from the
customers when they check out and collect bills for the same.
P5. Discuss key roles within front office department
The front office team is responsible attaining calls, handling their quires and request and
making good impression in the minds of guest when arrive at the hotel. In the regards of Ritz
hotel, there are various front office role which are described below:
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Position Number of Persons
Front Office Manager 2
Reservations Manager 2
Reservations Clerk 1
Check-in Desk Manager 2
Check-in Desk Clerk 3
Check-in Desk Night Clerk 1
Guest Services Manager 4
Guest Services Assistant 3
Concierge 5
Porter (Bell-Hop) 1
Night Porter 6
It has been analysed that the management of Ritz hotel London is serious about the rising
cost of wages and come up with solution for using effective front office people which help hotel
cut down their cost. They key roles of office department are explained down below:
Managers:
The hotel manager is responsible for managing employees and make plan, coordinate
develop marketing plan and other administering work such as hotel services and catering
accommodation facilitate to the respective customers.
Receptionist:
Hotel receptionist welcome guests as they arrive at the hotel. Their duties include
checking guests in and out, issuing keys, taking reservations by telephone or email, preparing
bills and dealing with payments. They provide guests with information, answer their queries and
deal with complaints. They are also known as the backbone of the hotel and provide best in class
services to various clients.
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P6. Review key roles found within housekeeping department
Housekeeping department is the important component of any organisation, especially in
hospitality sector (Taylor and et. al., 2017). This team is responsible for providing high quality
services and comfort to attract larger customer base. Further this department takes care of
hygiene as well cleanliness in hotel as well as surrounding.
For the hotel like Ritz London, there are various section which are explained below:
Executive Housekeeper's Office:
Their main role is to plan and counsel the define role and responsibility of the
subordinates as upper level management and make sure that all the work are completed in time.
Desk Control Room:
The staff act here as support pillar for front office to other department who are working
in the Ritz hotel London.
Laundry: In this section of housekeeping department it is important to have proper dry
cleaning and laundry services for there respective customers. The staff of Laundry must ensure
that they provide neat and clean bedsheets towels and other clothes material to their customers.
Lost and Found section: This section of housekeeping department is responsible for
storing those guest articles which are lost by them and can be claimed later.
Flower room: This is a room where the flowers are stored for carrying out the decoration
of banquet hall as well as restaurant.
P7. Importance of forecasting linen stock and other guest supplies to ensure sufficient supply to
meet demand
In today's changing world, hospitality sector is booming as people have high living
standard and more money to spend with their family (Cvelbar and et. al., 2017). Where as
company must have their own standard to stand out in the business. It has become important for
Ritz Hotel London to make changes in their policies and plan to capture larger audience. It is
crucial for he company to maintain the linen stock and other guest supplies in order to maintain
the quality and efficiency of hotel. Forecasting help in developing the estimation about the stock
and provide information to inventory team to fill the linen cloth stock. This help in reducing the
chaos for staff and provide prominent services to their customers.
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P8. Importance of interrelationships between housekeeping and other key departments to provide
quality provision and services
Housekeeping is consider as one of the important part in hospitality sector and provide
healthy environment within the hotel and surroundings. In the context of Ritz Hotel London
housekeeping is responsible for to care of customer hygiene. There are various function of
housekeeping department such as cleanliness of rooms, corridors, lobbies and also take care of
laundry like Linen and other stuff. There are different department which are linked in
housekeeping which are stated down below:
Housekeeping with Security department: It is essential to prevent the theft and other
unnatural activities such as fire and lost of property (Bigby and Beadle‐Brown, 2018). Thus there
are number of risk which are present in hotel and here housekeeping and security plays an vital
role. The housekeeping department will report the incident of theft to security team as control the
situation effectively. The housekeeper should be alert and communicate frequently to security
department to reduce or prevent theft.
Housekeeping with Purchase department: The purchase department handle all the
stock and keep records in and outgoing of product from hotel. Housekeeping department must
have provide information regarding their stock such as linen cloth, cleaning items and guest
supplies to purchase department in advance so that hotel function smoothly.
Housekeeping with Stores: Store department have their own their warehouse where they
keep all the stock which are necessary for hotel. Housekeeping must have proper touch with
store department as they are the one who requires most of the product.
P9. Examine the importance of scheduling maintenance or repair work to minimise disruption to
guests
Every business enterprise focus on providing best in class services to their customers in
order to gain larger market share in hospitality sector (Burton and Kellaway, 2018) . In hotel it
become more important to assist with high quality offering to their respective consumers. It will
develop a positive as well as trust on the minds of customers regarding the specific hotel. This
will also help in capturing large market share and gain competitive advantages by providing
better services to there clients. For Ritz hotel London scheduling and maintenances should done
effectively so employee do not get frustrated or irritated during their stay. There must be proper
time and structure which have to be schedule according the management so that customers and
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their family can spent quality time. Determining the need of work reduce the theft such as
allotting the rooms to people, proper check in and check out update etc. Maintenance of Ritz
hotel include the fixture and fitting, electric work should be completed before arrival of customer
in hotel. This strategy will help in developing the brand value and goodwill of hotel in the minds
of customers. It also facilitates customer in developing high standard of staying experiences of
individual and also assist the business in create sustainable business model for long duration
P10. Discuss the importance of security in selected organisation
For every organisation security become important aspect. The guest who come to visit the
particular hotel, comes with the sense of belonging that individual and his family is have a safe
and secure stay at the hotel (Celata and et. al., 2017). At the same time it is important to have
hotel must have assured and trusted security staff which ensure the full responsibility of
managing and controlling the uncertainty occur in hotel. Hence it is considered that it is very
important to have effective security system in order to protect staff, guest, and other physical
resources and assets.
The Ritz hotel security team have major responsibilities to protect crimes such as murder,
health hazardous from the outsider and also look after staff, pets. It also include the security of
guest luggage and should provide locker to customers make safe and secure stay. Hotel must
ensure that each and every employees who is working for the hotel must avail insurance, health
scheme and provident fund on time. The manager of the hotel must ensure that employees get
protective shoes and clothing, fire fighting drill to reduce the theft.
CONCLUSION
From the above mentioned report it has been analysed that accommodation is an essential
part of hospitality sector (Martin-Fuentes and et. al., 2018) . Further, it is figure out that Ritz
hotel London is taking effective measures regarding the security of guest as well as of staff.
Along with this it also concerned that scheduling and repair work is important within hotel to
ensure that their employees and customer have a quality stay with friends and family. Beside this
this report explain the importance of front office and there role to that they help in generating
profit and provide their services to the guest effectively and efficiently.
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