Managing Accommodation Services at Marriott Hotel: A Report

This report provides an in-depth analysis of accommodation services, using Marriott Hotel as a case study. It begins with an introduction to accommodation services and their significance in the hospitality industry, highlighting the vast opportunities they present. The report then delves into the key roles of the housekeeping department, including maintaining cleanliness, managing guest rooms, and handling HR concerns and scheduling. It emphasizes the importance of forecasting linen stock and other guest supplies to meet demand, detailing how Marriott manages guest loan items and cleaning equipment. The report also explores the crucial interrelationships between the housekeeping department and other departments, such as the front office, and the significance of computerized maintenance management systems. Furthermore, it discusses the importance of scheduling maintenance and repair work to minimize disruptions to guests and the role of security in ensuring guest and staff safety. The conclusion summarizes the key findings, reinforcing the value of accommodation services in the hospitality sector and the role of online platforms in influencing service quality.

Managing
Accommodation
Services
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Table of Contents
INTRODUCTION...........................................................................................................................3
PART A...........................................................................................................................................3
Covered in PPT.......................................................................................................................3
PART B............................................................................................................................................3
Key roles which housekeeping department plays..................................................................3
Importance of forecasting linen stock and other guest supplies to ensure sufficient supply to
meet demand...........................................................................................................................4
Importance of interrelationships between housekeeping and other departments...................5
The importance of scheduling maintenance or repair work to minimise disruption to guests5
Discuss the importance of security within a selected organisation........................................6
CONCLUSION................................................................................................................................7
REFERENCES................................................................................................................................8
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INTRODUCTION
Accommodation services also involve provision of food, fitness and other specified areas.
This is the largest sector of tourist industry providing huge opportunities to number of sectors.
Under this report Marriott Hotel is taken, which is a multinational hospitality service provider
who has its presence all over the world and services to different segments of society. Marriott
Hotels were established in 1927 by Alice Marriott and J. William Marriott and have its
headquarters in Bethesda, Maryland, U.S. In this assignment number of accommodation services
available in hospitality industry is explained. The role front office department plays in different
accommodation services are illustrated. The contribution of housekeeping department and role of
security within accommodation services are highlighted for assessing their effectiveness.
PART A
Covered in PPT
PART B
Key roles which housekeeping department plays
Housekeeping department of an organisation is and operational department where
individuals of the team are responsible for managing aesthetic upkeep of rooms, cleanliness,
maintenance and developing healthy beautiful environment in the hotel premises (Gibson and
Parkman, 2018). The aim of housekeeping department of Marriott Hotel is to provide guest
clean, comfortable and attractive place to stay for a particular time period. The house keeping
department of Marriott hotels has different roles and responsibilities which are performed for
acquiring better results and make their organisation most effective. Few points are elaborated
below for the same.
ROLES: Clean and Freshen the environment- One of the most important and necessary role
which is played by the housekeeping department of Marriott Hotel is of keeping the
environment of hotel safe and fresh. The rooms and other premises of the hotels are
cleaned by the housekeeping employees of the hospitality provider. Manage the Guests rooms and other services- The housekeeping unit of Marriott Hotel
also keeps check on the guests and their requirements. They are responsible for keeping
the rooms clean and providing other services which are asked and desired by the guests.
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RESPONSIBILITIES:
 Managing HR concern- The housekeeping manager and teams responsible for keeping a
check on there staffing needs. This department is responsible for managing HR concern
of Marriott hotels. As they worked at operational level rendering all necessary services to
guests which are requested and paid by consumers.
 Scheduling- One of the most important role and responsibilities which is on
housekeeping department is to assign jobs developing schedules for individuals.
Housekeeping supervisors are responsible for assigning tasks allocating resources and
determining the areas in which work needs to be done in the hotel.
Importance of forecasting linen stock and other guest supplies to ensure sufficient supply to meet
demand
There are few responsibilities which are performed by department of Marriott hotel. These
responsibilities are basically dependent upon forecasting inventory needs and other stocks for
supplying at appropriate time to visitors in order to meet their demands and fulfil their desire. Manager Guest loan item- One of the important features of forecasting and maintaining
inventory is to manage guest loan items. In these items those goods are considered which
are both consumable and non-consumable (Santos-Vijande, López-Sánchez and Pascual-
Fernandez, 2018). For instance, Marriott hotel provides mini fridge in luxurious suites to
customers. Products which are available in this bridge are separate from the price of the
room. In order to keep the inventory of these items up to date, proper stock needs to be
maintained by the hotel. It is an important an essential task which is need to be
undertaken by the hotel management and operational team members. Managing cleaning equipment’s- Another importance of maintaining and forecasting
stock requirements is managing cleaning equipment’s. Marriott hotel is a huge
organisation which comes under 5 star categories or grading. The hotel policy is to keep
the environment clean and make sure that the rooms which are given to new visitors
properly cleaned and sanitized. For this function to perform appropriately the
management of operational teams needs to forecast there cleaning equipment
requirements.
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Importance of interrelationships between housekeeping and other departments
Different departments and operational units are present in Marriott hotel which are helping
and assisting the hotel to run smoothly and efficiently. These departments and functional units
work hand in hand in order to conduct all activities which are essential for Marriott hotel to be
performed in an appropriate manner form filling all aims and objectives of the hotel. One of the
important characteristic of effective and smooth running of operations is interrelationship
between different departments. In this section the importance of relationship of housekeeping
department with other functional units are elaborated.
 For communicating faults- It is really important for different departmental units to
communicate with one another in an effective manner by adopting efficient
communication channels. These platforms of communication enable housekeeping
department of Marriott hotels to communicate with front office department about faults
which occurs (Kuzmin, Chemakina and Kuzmin, 2018). These false needs to be
communicated for removing deficiencies from operations and making them more
effective and profit making.
 Computerized maintenance management systems- The interrelationships which exist
between housekeeping department with kitchen and front office teams renders another
important objective and that is maintaining computerized record every product and
service which is bought by customers staying in hotel. Interrelationship which exist
amongst different functional units which housekeeping department will enable them to
have effective communication channels through which they exchange all information and
helps other departmental units to maintain their records according to their respective
products and services.
The importance of scheduling maintenance or repair work to minimise disruption to guests
Maintenance planning refers to the scheduling the repair work which is regarding of
modifications in infrastructure, building and equipment’s (Saare and et. al., 2018). For this, it is
considered as the best practice for the large organisations as here, various items are required for
the maintenance of organisation which includes furniture of hotel, electronics, linen stock and
also on the vehicles of hotel which is useful for them in providing the transportation services to
their guests. Furthermore, unscheduled maintenance can prove costly for both productivity and
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cost also. The purpose of planned maintenance is to reduce the loss of productivity and keep
close eyes and monitor the conditions of buildings and equipment’s.
For this, the business owners need to maintain planners and need to schedule maintenance
and repair of suitable time according to the effective course of action so that the work schedules
are disputed as much as possible (Ghaderi, Hatamifar and Khalilzadeh, 2018). It can be done
only when the equipment’s are monitored and maintained according to breaks which is the aim
of planned maintenance. Maintaining the premises is one of the important task in order to attract
more and more customers as, infrastructure and its assets are one of the most prominent way to
attract customers and in return it also helps in retaining and keeping them for longer period of
time. For this, their assets and maintenance include taking suitable measures for repairing the
building and supplies.
For this, it is considered that hotel need to develop suitable schedule for their repair work
and it is also analysed that the specialist will always consider that season and month in which
less number of guests are arrive on vacations and leisure activities and also use appropriate
amount of accommodation services (Alrawadieh and Dincer, 2019). In Marriott hotel, their
repairing time is off season in which less amount of guests are arrived which is useful in
ensuring the suitable safety of guests, electrical issues, lightening floors and so on. For this,
suitable time for repairing and maintenance is off season in the accommodation services.
Discuss the importance of security within a selected organisation
In hospitality industry, security system plays an important role in determining the
belongingness as these are safe and secure for the guests and also while booking and staying in
hotels. At that time, it is also significant that the staff of hotel and their suitable assets is secure
and protected. Therefore, it is important to have suitable security system in the premises of hotel
and ensures that the physical resources like equipment’s, buildings, appliances and other
concerning belongings. For this, significant importance of security is discussed as under: Staff: In order to protect their employees, it is considered that Marriott hotel offer
suitable facilities to their staff such as lockers, insurance, health and safety schemes,
provident funds and so on (Magno, Cassia and Ugolini, 2018). For this, training
regarding their safety measures is provided to them in order to protect suitable clothes,
shoes and so on.
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 Guests' and luggage: For Marriott hotel, it is significant to have suitable and tight
security which helps in protecting their guests and luggage to get steal and also protect
them from any kind of crime and health hazards which consider hotel staff, food
poisoning and so on. For this, it becomes the duty of hotel staff to secure and protect the
luggage their guests and storing it at the safe place.
CONCLUSION
From the above assignment it is concluded that accommodation service sector is the great
part of hospitality industry and adds value to it. It enhances the experiences of customers as
numerous styles and types of services are provided to each consumer according to their
requirements and desires. Accommodation service sector contributes a lot to hospitality industry
and economy through its commercial and non-commercial accommodations factors. Online
websites and applications have a grading system which has huge impacts on the goodwill of
hotel and other service provider. Furthermore, roles played by departments such as front office,
housekeeping and security are seen along with their interrelationships.
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REFERENCES
Books and Journals
Alrawadieh, Z. and Dincer, M. Z., 2019. Reputation management in cyberspace: evidence from
Jordan’s luxury hotel market. Journal of Hospitality and Tourism Technology.
Ghaderi, Z., Hatamifar, P. and Khalilzadeh, J., 2018. Analysis of tourist satisfaction in tourism
supply chain management. Anatolia. 29(3). pp.433-444.
Gibson, P. and Parkman, R., 2018. Cruise operations management: hospitality perspectives.
Routledge.
Kuzmin, O., Chemakina, O. and Kuzmin, A., 2018. The quality management system of the
reception service-as one of the elements of the innovative development of the hotel-
restaurant industry.
Magno, F., Cassia, F. and Ugolini, M. M., 2018. Accommodation prices on Airbnb: effects of
host experience and market demand. The TQM Journal.
Saare, M. A. and et. al., 2018, June. Mobile System for Managing and Mitigating the
Accommodation Problems. In Journal of Physics: Conference Series (Vol. 1019, No. 1,
p. 012045). IOP Publishing.
Santos-Vijande, M. L., López-Sánchez, J. Á. and Pascual-Fernandez, P., 2018. Co-creation with
clients of hotel services: the moderating role of top management support. Current Issues
in Tourism. 21(3). pp.301-327.
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