Report: Analysis of Accommodation Service Management at Hilton Hotels

This report provides a comprehensive analysis of accommodation service management within Hilton Hotels and Resorts. It begins with an introduction to the scale and types of accommodation services offered, including motels, apartments, luxury lodges, and farm stays, followed by an examination of different ownership models such as leased, franchised, and managed hotels. The report highlights the crucial role of grading and online review systems in influencing customer perceptions and hotel performance. Key front office functions, including reservations and cashier services, are detailed, along with the roles of front office staff. The report also explores the key roles and operational aspects of the housekeeping department, including the responsibilities of assistant housekeepers and executive housekeepers. Furthermore, the report emphasizes the importance of forecasting linen stock and supplies, the interrelationship between housekeeping and other departments, the significance of scheduling maintenance, and the importance of security within the organization. The report concludes by summarizing the key findings and insights into effective accommodation service management within the Hilton framework.

MANAGING
ACCOMMODATION
SERVICE

Table of Contents
INTRODUCTION...........................................................................................................................1
P1. Scale and size of the accommodation services .....................................................................1
P2. Different types of ownership.................................................................................................2
P3. Role that do the grades, classification systems and the online review site ..........................2
P4.Front office function of the Hilton hotel and resorts..............................................................3
P5. Key roles of front office department.....................................................................................3
P6 Key roles of the housekeeping department.............................................................................4
P7. Importance in forecasting the linen stock and supplies of guest...........................................6
P8. Importance of interrelationship between housekeeping as well as other key departments.. .6
P9. Importance of scheduling maintenance.................................................................................7
P10. Importance of security within selected organization...........................................................8
CONCLUSION................................................................................................................................9
REFERENCES..............................................................................................................................10

INTRODUCTION
There are many activities involved in doing the management of accommodation services
as they provide the services either directly or indirectly, it includes the activity of operation and
maintenance of premises. Hilton hotels and resorts deals in the hospitality industry and comes
under the largest hotel brands in the world. This report contains the various key roles of the IT
department also it explains the importance of grading and review that is given online and
explains the impact of these grading in the mind of customer and on the hotel as well. Currently
they are having the 586 hilton hotel and resorts with 215,263 rooms in the 85 countries. This
report contains the functions of front office in the accommodation. This report explains the types
of accommodation service that is being given by Hilton hotel and resorts are Motels, Apartments,
Luxury lodges and farm stays and contain the different types of ownership that is there in the
accommodation service are leased hotels, franchises and managed hotels.This report also
illustrate the role of housekeeping department that are management of accommodation, Guest
rooms, brand loyalty and maintain the hygiene.
P1. Scale and size of the accommodation services
Hilton hotel and resorts are known formerly as the Hilton hotels and now it is being the
global brand in the service industry. Hotel is located in the 586 locations in the worldwide and
founded 100 years ago having the property with 215,263 rooms in 85 countries inclusive of
territories across the six continents. 66 properties are being owned and leased with 20,265 rooms
among them 275 are managing with the 119,594 rooms at the same 275 are franchised (Dedeoğlu
and Demirer, 2015).
Types of accommodation services in Hilton hotel and resorts
Motels
Accommodation of motel is being featured as the selection of studio having the one or
two bedroom units. Cooking facility is being provided with the tea and coffee and having the
television in all units. This are ideal for the budget conscious travellers.
Apartments
These are the best options when the clients are staying in the major city or resort in town.
In that clients can cook their own food, having own laundry and can enjoy their own space.
Luxury Lodges
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Hilton hotel and resorts is having their own class as in the luxury lodges they are
extremely accommodated and cater the most discerning customers. They take care of every need,
dine on fine with variety of cuisines and can enjoy the highest standard of facilities. This luxury
lodges gives the unforgettable experience of holidays.
Farm Stays
They give this unique option of accommodation if the customers wants the real taste
fruits and vegetables in the farm. Provides the hands on activity as the clients stay in the home.
This type of stay gives the feel like part of farming family (Izogo and Ogba, 2015).
P2. Different types of ownership
Different forms of ownership available in accommodation services. There are many types
of ownership is there in the accommodation service, mainly two primary kind of hotels is there
that is independent and chain. Hilton hotel and resorts are the chain hotels and one of the biggest
hotels in the industry and they provide the various types of ownership are :
Leased Hotels
The owner of the hotel give the corporation and chain as a lease. The lessee is now
ultimately responsible for all the finances of hotel, owner is agreed to give the fixed rent and it is
the safest mode. This involves the little risk if the hotel does the business poorly and earns less
profit for its run. In many of the case of leases we have to do a minimum payment and have to
decide that what option is best among all and choose the combination that one wants to include
in the lease contract (Izogo and Ogba, 2015).
Franchises
The best advantage of this type of ownership is that travellers can seek into the hotel as
they are having the expectation about the quality is being maintained and amenities the brand
offers. One main hurdle or problem in this type of business is that if the image of chain suffers
the whole establishment suffer even after maintaining all the standards. As the franchise hotel of
the Hilton must adhere all the standards of chain, practices and often do the decoration and floor
plans (Kim, Lim and Brymer, 2015).
Managed Hotels
If one has invested in the hotel property but did not have the experience in the field of
hospitality industry may decide to hire the management company. One have the financial
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obligation for the daily operation that is distribution of salary and maintenance in this the
management will take all the responsibility.
P3. Role that do the grades, classification systems and the online review site
Grading system of hotel plays an important role in choosing the hotel for the travellers.
There exist a strong relationship in between the rating and performance of the hotel (Law, R and
et.al., 2015). Performance of the hotel defines the quality of it service to the customers, if they
provide the good services they will get the good grades online and thus it will help the hotel to
do more business as this grading is being taken considered by the customers before doing the
booking of hotel such as if the Hilton hotel and resorts get the positive review than it will be
having the positive impact on the mind of customers as they will read the comments and reviews
of other customers and it will influence their mind. At the same if the customers have given the
negative rating to the hotel will put the low grades to the hotels and ultimately it results in the
loss of potential customers as it gives the wrong impression. Grading, review and performance
plays an important role in this industry and they are very sensitive from this information, so they
have to provide the best service to not hamper the grading.
P4.Front office function of the Hilton hotel and resorts
For every hotel front office department plays an important and vital role in the industry as
it is the face of the hotel because they are the first to attend the guests they greet the hotels and
do the check in of the guest at the same provide the assistance to the guests on the course of their
stay. some of the functions of the Front office of the Hilton are :
Receptionist
Reservation
In this the guest do the request for the accommodation in the hotel to stay for the
particular period is termed as reservation. These are the employees that are responsible for the
accepting and rejection of their reservation that is being made by the guests from the various
modes that is through the apps, e-mails or from the telephone (Law, R and et.al., 2015).
Front office cashier
This section of front office is being located at the front desk. It is one of the function of
the front office that is front office cashier, and they are responsible for doing the update in the
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guest bills and keep the cash up to date and also do the transaction related to the credit of their
guest and do the settlement before the departure of guest (Lee, H. and Blum, S.C., 2015).
P5. Key roles of front office department
Front office department plays the important role in the industry as it is considered as the
face of the hotel because it creates the first impression in the mind of customers that is related to
the services offered to the guests. Some role of the front office department are :
Reserve the room as per the request given by the client.
Filling the registration formality
It receives the guest and also help to them by complete the formality of registration by filling the
form.
Managing mails and messages
They provide the information to the guest at the same handle the mail message and the
phone call.
Complaints
They handle the complaint of guests and act as per the case at the same prepare the list
for the arrival of guest and the list of departure.
Key controlling
Front office also handle and control the keys of guest room and take care of all the
amenities they are getting. It is the important factor for the guest that if they even lost their key
than new key will be provided and cancel the assess of earlier key so there is not having the
chances of theft.
Assigning of rooms
Deals from the unforeseen accidents and the events that are unsealed and assign the
rooms to the guest along with the proper keys (Liat and et.al., 2017). it is the function that the
front office department have to manage.
P6 Key roles of the housekeeping department
In the Hilton hotel and resorts there is very big department of house keeping is there as
this department does not contribute in the sales or income generating positions but the employees
of these departments are very essential as they make the business to run smoothly. Businesses
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that deals in the hotels and hospitals may have the large department of the housekeeping. But in
the hospitality industry they play the major role and their contribution is very important and their
duties are always remain the same.
Operational role of the housekeeping department of Hilton hotel and resorts are:
Assistant housekeeper
Roles to make their auto line-ups more competitive for the next decade.
Role of Assistant housekeeper is to support the executive housekeeper that are
responsible for the observation of quality standards in hotel. He/she is the person who is
responsible for the observation and the quality standards They are having the detail as well as
the ability to deal effectively with the guests and housekeeping staff (Kim, Lim and Brymer,
2015). They have to prepare and distributes the room assignment sheets and assign the floor keys
to room boys.
Skills – They are having good management skills that is being required in their profession (Lee,
S. and et.al., 2019). They have good coordination skills to coordinate from their superior as well
as subordinates
Duties of assistant manager
The duties of the assistant manger is having assurance of the companies policies that are
needed to be followed. The assistant manger have the duties to oversee all the events and
activities taking place in hotel (Peng, Zhao and Mattila, 2015). The good management skills
help in observing the standards of quality along with proper maintaining of work system,
procedure and the policies for the optimum performance of the employees and the available
resources.
Roles
Role of Executive housekeeper are in the charge of overseeing as well as direct the clean
activities for the hotel (Dzhandzhugazova And et.al., 2016). They supervise all the employees of
house keeping and having the authority to hire and discharge, plans and assign the work
assignments also they have to give the trainings to the newly recruited employees.
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Skills : They are having very good skills of communication as they may have to listen the
guests if they are having any issues regarding the housekeeping service at the same they manage
the stress many times they have to face this issue from the superior and to guests and it will not
hamper their work (Law, R and et.al., 2015).
Duties of Executive Housekeeper
They are basically in charge of the having proper attention on cleaning professionals in
facilitates of lodging along with the creation of work schedules and having assurance of
completion in work with effectiveness and efficiency.
Linen Assistant
Roles
Role of Linen attendants ensure the delivery to the hotel for the clean uniform, towels and
linen for the clients (Dzhandzhugazova And et.al., 2016). Their duties include the sorting,
assembling and wrapping of the linen. They re responsible for the cleaning of linen as well as the
hygiene.
Skills : They are having good time management skills that allows them to accomplish
their work in shorter period of time and that leads to more free time to them and that lets the
advantage to learn new things (Hebert And et.al., 2015). They also having the monitoring skills
as they are responsible for the clean and well managed linen.
Duties of Linen Assistant
The duties of the linen assistants is having the responsibilities of cleaning and servicing
the rooms and public area in hotels and the lodging establishment. There should e proper
maintenance of work in the operation in hotel as it will directly effect the satisfaction of the
customer in the longer run.
Maintain the Hygiene
It is important for the housekeeping professional to understand the meaning of hygiene
rather than just cleaning it. Employees of Hilton get the training to understand the proper practice
of keeping the hygiene environment (Liat and et.al., 2017). Thus, they understand and maintain
the hygiene in the hotel. In this they perform their duties and also maintain the confidentiality
and required to change the sheets, towels and clean up the kitchen and other area (Kim, Lim and
Brymer, 2015).
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P7. Importance in forecasting the linen stock and supplies of guest
Role in forecasting the linen stock and the other guest supplies to manage the business
effectively are :
Selection of Linen is one of the highest expense for the house keeping department of
Hilton hotel and resorts. It is important for the hotel and resorts to ensure that the guests must be
satisfied with the given services and if they have any issues regarding the services than it must be
resolved. At the same it is also equally important to maintain the appropriate stock within the
hotel and it should neither be surplus nor having the shortage of linen stock for any guest of the
hotel (Kim, Lim and Brymer, 2015). Hotel need to ensure that they must have the enough stock
to fulfill the occupancy level. Of they keep the surplus stock it may result into the damage to
product and also the surplus stock may be taken as misuse or theft from the hotel that ultimately
result as improper use of investment. So for the Hilton it is important to maintain the adequate
stock of linen for the guest. So there is a need to do the proper forecasting of linen uniforms and
the other material that is being supply to the guest, it helps in saving the money and at the same
helps in maintaining the required stock. Consumable stock that is guest supplies and the stock of
maintaing the cleanliness need to be maanegd in an effiocient way and to ensure that the house
keeping department not exceeds the over budget and can manage the stock level as per the
occupancy level . For the manager of Hilton hotel and resorts need to forecast the requirement of
guest supplies and make the things available accordingly within the hotel to meet the demand
(Rauch and et.al., 2015).
P8. Importance of interrelationship between housekeeping as well as other key departments.
Hilton hotel consists of various different departments in order to carry out the operational
functions within the hotel. Therefore in order to meet the main objectives of the organization, All
the units and departments collaborate together to satisfy the customers. Such departments are
food and beverage department, house keeping, Human resource, Finance, security department
etc. No individual department in Hotel can work in isolation (Ali, 2016). So there is a
willingness to co operate and coordinate with the assistance of the efficient methods of
communication is one of the essential aspect function the business smoothly. The interrelation
between such departments are as follows:
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 Rooms are mainly booked through front office and house keeping department so both the
units need to coordinate the actions. Interrelation and communication between both the
departments helps in accessing the room status as it is very important for the Hilton hotel
and resorts to coordinate in the proper way from the other departments that is front office
as any issues is being arise by the guest regarding the house keeping department than the
department need to coordinate from them. (Peng, Zhao and Mattila, 2015).
 Maintained department is interrelated with both the above department as comfort
of the guests is mainly provisioned by the engineering facilities. So Housekeeping
department detects the fault and reports to the front office and then front office
communicates such faults to maintenance department house keeping department
need to coordinate in the proper way with the maintenance department of Hilton
hotel and resorts as this are the department who represent the hygiene of the hotel.
 Food and beverages department is interrelated with the services of the staff as well as
kitchen. The housekeeping department coordinates with the F&B department in order to
fulfil the hunger needs of the guests As if there is having any issue in the cleanliness than
definitely they have to coordinate from them (Kim, Lim and Brymer, 2015).
 All together is managed via Human resource department, as all the the department
ultimately reports to the HR and finance department in order to update the overall
status of the Hotel (Dzhandzhugazova And et.al., 2016). Human Resource mainly
controls and manages the directions as well as trainings of the other unit.
 This is how all the functional units of the hotel are interrelated and dependent on each
other in order to accomplish the main objectives of the Hilton hotel.
P9. Importance of scheduling maintenance
It is very important to properly schedule the actions and functions according to the plan
and strategies of the business. For the maintenance issues department need to ensure that the
work is being done by without disturbing the guests at the same if the guest are having any issues
than they logged their issues to front office. As the Hilton hotel offers various facilities such as
accommodation and family dinner space. So today most of the people books the restaurant or
rooms online. So there is a huge need to properly schedule the tasks according to such bookings
as it will help the Hotel staff to assign the duties and roles accordingly which helps in proper
management of the business. So there is a different department within the organization and this
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team is responsible to ensure the facilities and equipments needed to run business smoothly. So it
may helps in reduced risk of interruptions within the Hotel (Hebert And et.al., 2015). Therefore
the scheduling of routine and preventative maintenance is important for various reasons such as:
 It helps in updating the reservations and vacancies within the Hilton Hotel.
 Scheduling maintenance is very important within the organization as it helps the proper
management of the staff which leads to the proper communication between different
resources within the firm.
 Scheduling maintenance allows the staff members to maintain the equipments and
resources within the business within the shortest period of time and also helps in saving
the cost of the company.
 It reduces the chances of complexities and conflicts at workplace thus it allows the
smooth flow of operations and functions within the business.
P10. Importance of security within selected organization
As it is very important to have a proper safety as well as security system at the place in
order to protect the staff, guests, and various other resources within the Hilton Hotel. As
hospitality sector provides large variety of offerings and services to the customer such as
accommodation facility, restaurant facility, and many other services (Lee and et.al., 2019).
Therefore, the management need to consider the security and safety concerns within the Hotel as
the guests enters within a Hilton Hotel with a intention to found a safe and secure place during
the stay it is very essential in this industry that the company need to ensure about the work that is
in the process for the maintenance should be logged so that the company can ensure about the
work is being completed on the particular area. In this context, there are different types of
security perspectives within the hotel such as:
Physical aspects
This type of security can be further categorised in two types that is internal and external.
Internal security includes theft , fire safety within the Hotel, proper availability of the electricity,
safeguarding the assets of the organization and tracking unwanted guests. However, external
security is concerned with the security of the outside environment of the Hilton hotel. It includes
proper fencing of the building as well as pool area, managing the service gates in order to restrict
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the entry, fixing the TV cameras at the main entrance of the hotel etc. Physical security is very
important within the Hilton hotel because it provides the safe environment to the guests as well
as staff of the hotel (Dzhandzhugazova And et.al., 2016).
Safety and security of persons
This type of security is concerned with the personnel security which includes guest and
staff security. As the security ensures that all the staff members must have the id so that they can
come in and out in the building at any time. Management of the hotel needs to be active while
recruiting the staff and also person's identity details also need to be properly verified (Li and Liu,
2018). Also, this types of security helps allows the proper training of staff as well as periodic
inspection of the locker along with employing the red tag system. This type of security is also
concerned with the checking the scanty baggage guests, suspecting the guest while taking away
the hotel property etc. at the same they need to monitor that who is coming and going out of the
building and must have the complete check on the persons who are going and coming frequently
in the hotel. This type of security is very important as it protects the assets and resources of the
hotel from unknown guests (Prayag and Hosany, 2015).
Safety and security of system
The system implies of the operations within the Hilton hotel, therefore this type of
security is concerned with the use of proper equipments, policies and procedure in order to carry
out the main process (Prayag and Hosany, 2015). It includes the standards and policies which
need to be properly followed while serving the food as well as accommodation facility to the
guests.
CONCLUSION
From the above report it is being summarised that they provide the effective services of
accommodation for the guest and make them satisfy with the services and it is one of the
challenging task for the hospitality industry. This report concludes regarding the size and scope
of the Hilton hotel and resorts at the same explains the types of accommodation services
provided by the hotel are motels, apartments, luxury lodges and farm stays. This report also
explains the different types of ownership that is leased hotels, managed hotels and the franchises
that is being offered by the Hilton hotel and resorts.
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