Report on Managing Accommodation Services for The Soho Hotel Chain

This report provides a comprehensive analysis of managing accommodation services, focusing on The Soho Hotel. It explores the organization and roles of the front office, including handling reservations, inquiries, and E-booking systems. The report delves into the key roles and responsibilities within the housekeeping department, emphasizing the importance of forecasting linen stock and other guest supplies to ensure adequate provision. It illustrates the significance of interdepartmental relationships, particularly between housekeeping and other departments, to offer quality services. Furthermore, the report examines the significance of scheduling maintenance and repair work to minimize guest disruption, alongside the importance of security protocols within the hotel environment.

Managing Accommodation
Services

Table of Contents
INTRODUCTION...........................................................................................................................3
TASK 1............................................................................................................................................3
Covered in PPT.......................................................................................................................3
TASK 2............................................................................................................................................3
P4 Explain the organisation of front office functions within variety of accommodation
services...................................................................................................................................3
P5 Roles of front office in selected organisation....................................................................4
TASK 3............................................................................................................................................5
P6 Review the key roles found within the housekeeping department in a selected organisation
................................................................................................................................................5
P7. Assess the importance of forecasting linen stock and other guest suppliers to make sure
the supply................................................................................................................................6
P8. Illustrate the significance of interrelationship among housekeeping and other departments
to offer quality provision and services...................................................................................7
TASK 4............................................................................................................................................8
P9. Examine the significance of scheduling maintenance or repair work to minimise
disruption to guests.................................................................................................................8
P10. Discuss the importance of security.................................................................................8
CONCLUSION................................................................................................................................9
REFERENCES................................................................................................................................1

INTRODUCTION
Accommodation services are defined as such services those are associated with various
terms of taxable services offered by different hotels, motels or other service providers. These
types of service providers are associated with various elements in which maintenance and
cleanliness are maintained to higher leve (Saare and et.al , 2018). Within accommodation
services businesses are providing rooms in affordable manner so that high end customers can be
attracted in easy manner. Besides this it is being analysed that the industry is one of the fastest
growing industry in which economic standards of the nation is raised and overall benefits can be
given to customers as well. This report is based on The Soho Hotel which is a hotel chain
providing chic room services and exotic stays in order to give appropriate manner. This report is
covering different aspects related with sizes and scale of accommodation services. In the last part
of this assignment classification of grading and online review system is being elaborated which
could be helpful in gaining various insight for the business.
LO1
Covered in PPT
LO2
P4 Explain the organisation of front office functions within variety of accommodation services
The front office manager is having personality of calm nature as they are associated with
responsibility of managing stay of numerous guests and visitors on daily basis. They are keeping
check over all the required services by their customers. Besides this checking room availability is
another role of front office and in this manner they provide appropriate room occupancy to their
guests. When a guest is entered within hotel premises then only functions of front office started and
they come to an end when guest leaves the premises.
Front office department within The Soho Hotel is subsisting various functions and the same
are elaborated as under:
 Hotels: Within hotels the major functions are associated with front desk and prominent
functions are executed by them. Front office department is responsible for answering
different questions and queries of their customer in order to render higher support to them

(Agutter and Kevin, 2018). All the reservations and inquiries are kept and provided by
front office department.
 Resorts: Resorts are the one those are providing luxurious services to their customer and
they are situated near by sea shores, heritage locations and hills area as well. In the
context of The Soho Hotel they are providing prominent services those are aligned with
appropriate safety and hygiene. So under this the major function of front office is to take
bookings and avail rooms to their guests so that they can attain higher customer
satisfaction.
 Guest house: The guest house are just alike home and in this various services are given to
customers. This type of service may not include breakfast but at the same time higher
interactive services are given to visitor. The role of front officer is to make sure that
customers are enjoying services provided by the organisation by taking continuous
feedbacks. In this manner front office is trying to solve various issues and complexities
faced by customers during their stay.
P5 Roles of front office in selected organisation
Different functions are being executed by front office and all the responsibilities are
delegated in such a manner that skills and abilities can be used in appropriate manner (Casais,
Fernandes and Sarmento, 2020). In this context front office manager of The Soho Hotel front
office department is playing diversified roles and in this manner they are handling queries and
problems of customers in significant manner. Front office is highly assisting overall satisfaction
level of customer and in this manner overall customer satisfaction is rendered by them.
Roles and responsibilities of Front office in The Soho hotel
 Accommodation: In the industry of hospitality front office department is playing vital
role as this department is wholly responsible to manage customer interactions. Guests
facilities are arranged by front office and besides this guests satisfaction is the another
primal aspect which is gained by front office. On the other hand front office department
is taking feedbacks from clients in order to modify their services which are demanded
by customers. In the context of front office within The Soho Hotel front office is taking
bookings and trying to fulfil needs and preferences of customers.
 Handling Complaints: In service industry high chances of conflicts are arising as the
industry is wholly dependent on customers. Handling complaints are the another role

which is executed by front office as the major responsibility is lying within obtaining
feedbacks. The front office department is handling complaints in such a way that
satisfaction can be attained by customer. In The Soho Hotel the front office department
is managing all the complaints which are given by customers and the same are aligned
with making service modifications so that to reach out guest satisfaction.
 E-booking: In current time E-booking is regarded as the major trend which is helpful in
providing booking services to clients using internet as mediator. Under this front office
manager is having role of dealing with customer credential (Sarantakou and Terkenli,
2019). Advanced software can be used by front office in which high edge safety
measures are being used as well. In the context of The Soho Hotel managing E-
bookings are the major function of front office is to access customer details in
confidential manner.
 Accounting & communication: In the industry of hospitality communication is the
major element which is helpful in managing various functions in appropriate manner.
Besides this front office department is managing payroll and accounting system within
The Soho Hotel.
This can be analysed from the above discussion that there are various activities which are
executed by front office department and these are helpful in handling the whole hospitality
business in accurate manner (Prince, 2017). Front office department is playing multi-tasking
functions and they handle customer in prominent manner as for service industry customers are
treated as assets
LO3
P6 Review the key roles found within the housekeeping department in a selected organisation
Service industry is associated with providing verity of services to their customers in such a way
that high customer satisfaction can be attained. In The Soho Hotel, the major role of
housekeeping is to manage customers’ needs and taking out feedbacks from them. This will lead
the business to earn high customer satisfaction which can be aligned with earning higher profits
as well (Sayin and Karaman, 2019). With the help of housekeeping department maximum
customer repetition can be earned by hotel as this department is directly dealing with needs and
demands of customers. Supplying basic amenities and dealing with needs are the two major

functions of housekeeping and this is the major aspect by which positive relationship can be
build up between customer and organisation.
Manager of The Soho Hotel is guiding housekeeping department in a way that they can
continuously lead to gain development. The hotel is also utilising practices by which staffs can
be retained and for this purpose appropriate trainings are given to employees. By getting
appropriate trainings and development sessions employees within housekeeping department are
able to meet customer expectation and their desired level of quality in significant manner. The
process followed by house-keeping is a systematic approach as in which major emphasis is
drawn over giving customer satisfaction and customer attention as well. So this can be said that
within industry of hospitality house-keeping is having prominent role.
Duties of house-keeping
 Reviewing and providing cleaned rooms to clients.
 Empty the trash which is obtained from rooms or pantry.
 Examining cleanliness measures within hotel.
 Cleaning of linens used by guests.
P7. Assess the importance of forecasting linen stock and other guest suppliers to make sure the
supply
Forecasting demand of linens: The major need of customer within hospitality industry is
related with using linens. So in order to meet demands of customers this is imperative that
appropriate stock is kept by organisation so that situation of stock shortage can be avoided (Datu
and et.al , 2019). When the business is operated at giant level then forecasting of linens is
regarded as a function which is executed by management of hotel. This will help them to meet
needs of customers in such a way that they feel valued and avail services those are expected by
them. Besides this forecasting of linens will help hotel to manage peak loads when high customer
footfall is seen in hotels.
Supply chain management: This is represented as dealing with input and output of
materials. In this manner management is required to analyse demand and supply in subtle manner
so that needs and demands of customers can be treated in better way. This will help in
determining requirements of customer and applying the same in ordering quantity so that to avoid
situation of stock out or extra stock (Shin, Perdue and Kang, 2019). When forecasting of linens is

accurate them this is imperative that supply chain management can lead to develop in effective
way.
Linen stock
FLOOR HAND TOWEL BATH
TOWEL
SOAP SHAMPOO SANITARY
KIT
1 6 8 5 5 10
2 7 7 5 5 12
3 10 13 18 9 12
TOTAL 23 29 28 19 34
P8. Illustrate the significance of interrelationship among housekeeping and other departments to
offer quality provision and services
In the industry of service industry there are various departments which are playing crucial role in
managing the whole business in such a way that objectives can be attained in optimal manner.
These departments are technical, maintenance, security and many more. These departments are
executing differential functions those are aligned with satisfying needs of customers (Nimri and
et. al, 2020). In the context of The Soho Hotel, various departments are existed within the
organisation and the same are interconnected in such a way that to avoid any complexities. The
inter-relationship of house-keeping with other departments are elaborated as under
Coordination with front office: In order to have effective functions within hotel this is
imperative that house-keeping department keeps appropriate coordination with front office
department. As front office department is taking bookings and house-keeping department is
ensuring room cleanliness and trying to meet guest satisfaction. In this regard front office
department of The Soho Hotel is taking bookings and then informing house-keeping in order to
ensure room hygiene and cleanliness so that guests can be entered within their rooms. This
would help in avoiding any confusion related to guest occupancy.
Coordination with security: With the help of appropriate relation between safety and
front office all the safety measures can be undertaken in effective way (Fouad, Hussein and Attia,
2016). In this aspect house-keeping department of The Soho Hotel is required to report any
suspicious activities to security department so that prevention can be undertaken at early stage.

This will help in keeping prominent safety measures within hotel due to which safety
environment can be rendered to guests.
Coordination with food and beverage: Food and beverage department is providing food
services to guests and in this manner they require various linens. Requirement of linens can only
be met by house-keeping department, so by appropriate interrelationship between house-keeping
and food & beverage department needs regarding to linen and customer satisfaction can be met.
Coordination with human resource department: Human resource department within
hospitality organisation is associated with recruiting such candidates so that to align business
working with employee efforts. On the other hand house-keeping department is working with
those employee so that to meet guest level of satisfaction. So inter-relationship between human
resource and house-keeping department is playing significant role in managing such needs by
communicating requirement of people to human resource department.
This can be analysed that no single department is able to work appropriately when
coordination is missing from other department. Communication is the vital key aspect which
plays significant role in establishing communication in such a way that all the departments can
get to know regarding their roles and responsibilities in clear manner. Appropriate coordination
helps in demonstrating clear picture in such a way that all sort of confusion can be avoided.
Departmental inter-relationship is highly important which could help The Soho Hotel to deal
with needs and demands of their customers in significant manner.
LO4
P9. Examine the significance of scheduling maintenance or repair work to minimise disruption to
guests
Repairing and maintenance is defined as one of the vital element within hospitality
industry as this would lead in managing customer need in appropriate manner along with this
huge customers can be attracted in prominent manner (Ambardar and Raheja, 2017). With the
help of proper maintenance buildings and other assets within hotel can be prevented due to which
high customer satisfaction can be rendered. In hotels guest’s occupancy is wholly dependent on
seasons so when appropriate measurements related to maintenance is undertaken then maximum
number of visitors may be attracted. By managing repairing in timely manner various problems
related to electricity of infrastructure can be avoided. This will help in developing brand image in

the marketplace so higher profits can be earned as well. In the context of The Soho Hotel by
managing repairing and maintenance measures long term profitability and customer retention can
be earned by them.
For hospitality organisation this is imperative that they require to upkeep aspects of repair
and maintenance so that to reduce guest disruption. This will enable the guest to enhance their
stay experience so that they can provide honest opinion. This is going to assist manager of The
Soho Hotel to minimise disruption of visitors. In addition to this some effectiveness are
associated with this and the same are elaborated as under:
 In order to gain higher customer satisfaction appropriate maintenance and repairing is
necessary as this will lead in satisfying needs of customer in direct or indirect manner. \
 By using modern trends of hospitality this may lead in enhancing guest experience and in
current time this is vital to develop such understanding in relation to business
organisational operations.
 Low disturbance: Schedule maintenance is aimed at providing appropriate repairing and
protection measures in time to time manner. The overall system is carried out in order to
examine various breakdown and to ensure mitigation of these breakdowns. In case when
scheduling is not appropriate this may lead in failure of attaining guest satisfaction and
this is the major reason of facing disruption in guest experience.
P10. Discuss the importance of security
Safety is associated with playing vita role of dealing with customers and their belongings in
appropriate manner. In this manner different measures are required to be undertaken so that
assets of the premises can be safeguarded. Significance of adopting security measures are
elaborated as under: For guest and their luggage: For The Soho Hotel security measures are helping them to
taking care of guest belongings in appropriate manner due to which any hazard to guests
and their belongings can be avoided (Köseoglu and et. al, 2019). This is helpful for The
Soho Hotel to deal with customer needs and expectation in such a way that customers can
be retained for longer duration of time and lead in enhancing market image. By up
keeping safety measures in appropriate manner market image of the hotel can be
enhanced in terms of taking care of customer needs and this will lead the organisation to
attain higher visitors footfall.

 For staff: For The Soho Hotel by giving lockers and security systems to employees
security measures can be exerted by them. This will help the employees to manage faith
over the organisation and enhance their survival as well. By undertaking proper measures
of safety higher security measures can be rendered to staff so that they may stay release
their stress by developing sense of security.
Therefore, with the help of appropriate management of security systems customers can be
attracted in better way (Magalhães and et. al, 2017). This is helpful in developing market image
in significant manner so that customers can be attracted and high profits can be earned by the
company.
CONCLUSION
From the above detailed report this can be concluded that there are various types of
services which are offered by accommodation service providers. All these functions are
dedicated to render high level customer satisfaction as in the industry of hospitality customers
are treated as assets. Various levels of ownerships are existed within accommodation industry
and these are selected by customer in the basis of needs and their demands. Grading system is
helpful for customer to get assistance over their buying decision. Departmental inter-relationship
assists the business to minimise level of confusion and align business objectives with their
efforts.

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