Analysis of Accommodation Services: Hotel Indigo Manchester Report

This report provides a comprehensive analysis of the accommodation services offered by Hotel Indigo Manchester, situated near Victorian Station, UK. It delves into the scale and size of the accommodation sector within the broader hospitality industry, emphasizing its significant contribution to the UK's economic development. The report explores various forms of hotel ownership, including privately owned, leased, managed, and franchised hotels, detailing their respective advantages and disadvantages. It examines the crucial roles of grading, classification systems, and online review sites in influencing guest booking decisions, highlighting their impact on guest satisfaction. Furthermore, the report investigates the functions of the front office, including telephone operations, printing, safety, reservations, and cashiering, as well as key roles within the front office department. The importance of effective training for front office staff is also emphasized. The report concludes with an assessment of how accommodation services contribute to overall guest satisfaction, underscoring the significance of providing essential services to meet customer needs and expectations.

Managing
Accommodation

INTRODUCTION
The hospitality industry is very broad business industry that is mainly concern for
providing the effective services to their customers in order to attain their satisfaction and higher
recognition in the marketplace. It is a wide category of fields within the services industry which
includes food and drink service, accommodation service, event planning, tourism fields and
others. The accommodation sector is one of the biggest sector in tourism industry as it give their
main focus on providing the facility of stay to their guests on a temporary basis. In this report the
chosen organisation is Hotel Indigo Manchester which is located in the proximity of Victorian
Station, Manchester, UK. This study will cover about the size and scale of the accommodation
services within the hospitality industry. The different role of the front office department and
housekeeping department along with the relation of housekeeping department with other
departments will discuss in this file. Importance of scheduling maintenance and the security
within the hospitality industry will cover in this study.
TASK 1
P1 Scale and size of accommodation services within hospitality industry
The accommodation industry give their main focus on rendering the services of staying,
food and beverage and others in order to make an effective stay. The main focus of
accommodation services industry on providing effective staying option to their guests so that
they can well spend their holidays. Whereas, the hospitality industry is large formation of
business as in this a range of small businesses are included which are operating their business for
providing the effective services to their guests(Horwitz, 2015).
The development index of UK showcase that the this industry is one of the huge
investment industry that will provide the immense increment in the national income which lead
the direct contribution in rising the national economy. This predict further growth in 2019 is
1.2% and the overall occupancy is recorded high at 76%.
 Number of hotels in UK and other major countries:

UK
USA
Australia
Malaysia
0
10000
20000
30000
40000
50000
60000
Country
Figure 1
Interpretation: As Malaysia is a most beautiful place due to which various hotels are situated
there as compare to other countries as per the above graphical facts. Whereas other countries has
limited hotels as because travellers select other regain to enjoy their vacations(Smith and
Greenfields, 2015).
 Quantity of one, two, three, four and five star hotels in UK:
1 2 3 4 5
0
10000
20000
30000
40000
50000
60000
Star
Number of hotels
Figure 2
Interpretation: UK is well known for its head of state history due to this popularity most of the
hotels which situated there are listed under the five star category. Also, it showcase the both
traditional and modern culture which attracts a range of customers in this city.
 Quantity of one, two, three, four, and five star hotels in London

1 2 3 4 5
0
5000
10000
15000
20000
25000
30000
35000
Star
Number of hotels
Figure 3
Interpretation: As per the above graph, the one or two star hotels are lesser than the other hotel
categories whereas the five star category hotels are high in the numbers in London as compare to
other cities.
 Quantity of one, two, three, four and five star hotels in Manchester
1 2 3 4 5
0
5000
10000
15000
20000
25000
Star
Number of hotels
Figure 4
Interpretation: According to the above chart, there is not more variation in illustration in the
number of hotels according to the star. Thus, the three start hotels are very lower as compare to
other because of their reason which is Manchester.
P2 Define various forms of ownership in accommodation services
In the accommodation industry several forms of ownership are available which are
described beneath along with its advantages and disadvantages:

 Privately owned hotels: In this ownership an individual is responsible for operating all
the activities or functions as the single person is liable to pay all the liabilities and bear
the risk. Also, that person is free to formulate all the decisions regarding to their
functions, strategies and employees. The succession and failure of the organisation is
depend on that person because of the right of them. Some of the merits and demerits of
this is define below(Hamlet, 2013).
Advantages Disadvantages
An important benefit of this privately owned
hotels is that it give full freedom to the hotel
manager in their decision making process. As
this will enables them to take appropriate
decisions related to their customers as per their
personality which will helps them to attain
higher customer attention and also due to this
they can save the private information of the
customers from the other person or
government.
In this ownership the hotel manager are
restricted to issue their shares by IPO which is
initial public offers. Due to this, the chances of
succession of this business form in the public
will decrease.
 Leased hotels: This type of hotels are also owned by some person or a group of people
but in this ownership the property is gives to the another corporation on lease. In this case
the both owner and leaseholder are ready to maintain a long term lease
contract(Hammond, 2015).
Advantages Disadvantages
This option is very suitable for the company as
it will helps them in saving their investment
which will enables them to invest their funds
in the other profitability businesses.
This is based on the long term contract which
bound a company to pay the specific amount
for a longer time and bear all the expenses. In
become burden on the company when the lease
property is not utilised by the company.

 Managed hotels: In this formation refers to that condition when a person wants to spend
their funds in hotel industry but due to the insufficient knowledge and experience they are
not able to invest. In this case the main focus of them on hiring a management company
which will helps them in making appropriate decision related to their business so that all
the activities can be operated effectively(Vieytez, 2017).
Advantages Disadvantages
This will enables the business manager in
saving their unnecessary cost and resources as
in this they will work with experts and
professionals which assist them in formulating
effective decisions related to their business.
In this type of ownership business manager
might loss the control from their business
operations due to which the various conflicts
within the organisation might increase.
 Franchises: This ownership refers to the that condition when a large company render
approval to the another organisation to conduct all their business operations or functions
at different place with the exact brand value and name.
Advantages Disadvantages
This will allow the hotel industry to earn
higher profit as travellers will desire to take the
advantage of the services and quality of the
same brand. Also, it will enables the business
to secure their investment at lower risk.
The on-going fees and initial investment is
very higher in this ownership which hinder the
chances of the business to invest in other
sources. Also, it does not provide inflexibility
due to which business have to various
problems in their business.
P3 Role of grading, classification system and online site review while making bookings
Grading is an effective system which is using by an organisation in deciding the
standards of their services which they are provided to their customers. Other, it also helps
business to compare its services from the other reputed organisations services so that the required
changes can be implemented. Classification system are necessary in every business firm as it
allows the customers to identify the price, quality and services which is provided by the Hotels
Indigo Manchester to their visitors. So that the customers will be able to find the best hotels to

stay. Online review sites includes Tripadvisor, Google, Agoda etc. are considered by the
travellers before book a hotel as it helps them to identify about the hotel facilities or services.
Visitors can ascertain about the hotel facilities or services by reviewing it which is given by that
customers who have already visited that hotel(Ernawati, Arjana and Sudarmini, 2019).
Hence, the Grade, Classification system and online review sites plays a crucial role at a
time of look and book accommodation services of Hotels Indigo Manchester. As this will helps
the visitors in ascertaining the facilities and services of hotel such as rooms, security, food,
water, parking, swimming pool, laundry and many others. Other, the reviewing helps the Hotel
manager in improving their services so that they will be able to attract a range of customers
towards their hotel.
M1 Assessment of accommodation services, grading and reviews upon decision making of
guests
Customers decisions related to book a hotel generally based on the grading system,
classification system and online reviews which are given by the visitors who have already used
the services of hotel. All these factors are helpful for the Hotels Indigo Manchester as well as
customers because it will help the organisation in ascertaining their drawbacks and negative
feedbacks so that they will be able to cope up from all those negative aspects within their firm
easily. Whereas, it will allow the customers to find out the hotel services and can compare
between various hotels so that the best option can be selected.
D1 Critical evaluation of how accommodation services help in guest satisfaction
All the hotels are concerned for providing appropriate accommodation services to the
visitors who came from different locations with some specific purpose. Other than the
accommodation services, they are also concerned for rendering other essential services to their
guests for making their stay more comfortable. These services include spa, restaurant, fitness,
recreation centre and other that will provide a most comfortable stay to the guests and huge
income to the hotel as they will able to attract more customers in their hotel. In this aspect the
quality delivery of the services is an essential factor to accomplish the requirement of the
customers and to meet up the desired outcomes of the business(Takahashi and et. al., 2014).

TASK 2
P4 Functions of front office in accommodation services
The front office at the hotel plays a huge role in hotel industry as all the transactions
within the organisation go through form this department. This department within the business
organisation considered as the public face of the hotel as it provide the link between the hotel
and the customers. It render various services to the customers like it provide assistance to their
guests regarding to the hotel services, transportation, food and beverages, accounts and receive
the payments from visitors and others. Other functions of this department are sorting emails,
printing, receiving feedbacks from customers and providing information regarding to the city and
hotel. As per the importance of front office business of Hotels Indigo Manchester needs to give
the effective training to their staff so that employees can represent a expeditious and courteous
attitude to all guests and provide the excellent services to them(Syaqirah and Faizurrahman,
2014).
Illustration 1: Hotel entrance, lobby layout; front office. 2018
Source : Hotel entrance, lobby layout; front office, 2018
Basis Description
Telephone Receptionist is liable for attending all calls and provide clarification to the
queries of the guests related to the availability of the rooms on specific dates,

price, discounts, offers, transportation and other services in a detailed format
so that the confusion can be avoided.
Printer To print the invoice receipts, making reservations, itinerary etc.
Safety lockers It is essential to provide proper safety to the guests of their belongings. In the
other safety issue case front desk is responsible to deal with any miss-
happening.
Reservation Making reservation as per the requirements of the customers.
Cashier Another role of front office department in collecting the cash and provide
most efficacious services to their guests.
P5 Key roles within the front office department in hotels
The front office within the hotel industry plays an important role as it provide the first
and last impression to the guests of the hotel. This department have huge role in the providing
the best stay experience to their guests as it provide various functions like giving the information
related the hotel, tourist places, provide them assistance with luggage, transportation and many
more. This department comprises reception, bell services, operators, executive club, guest
service office and other. The front office department is responsible for assuring that all the
policies and processes are following with set standards in order to satisfy the customers in a
significant way. Some other functions of them which they are operated on daily basis are
meeting the demands of the guests, handling the guests issues, maintaining the proper cleanliness
in their rooms, monitoring the activities of front desk etc(Latorraca and et. al., 2018).
 To achieve maximum efficiency in providing comfort to guests by giving them a warm
and welcoming atmosphere.
 To cater to laundering requirements of hotel linen, staff uniform, guest clothing.
 To renovate and refurnish the property of hotel by consulting the hotel managers and
interior designers.
 To maintain decorations and fragrances of the hotel so that a peaceful ambience can be
maintained.
The front office department of Hotel Indigo Manchester helps in providing the best stay
experience to their customers by rendering them the excellent services and facilities. In order to
get the success and growth in the business organisation it is essential for them to operate all the

front desk activities effectively so that the best experience can be provided to the guests and
profitability of the business can be raised(Collins Jr and et. al., 2012).
M2 Operations of front office department which helps in achieving organizational objectives
The front office department within the organization have huge impact on the visitors
mind as all the customers first interact with them in the hotel. The front office manager is liable
for supervising their subordinates and providing them effective training and development
programs so that the desirable facilities can be rendered to the customers and all the issues of
them can be addressed properly so that the satisfaction of them can be increased which will
provide the huge succession to the company. By maintaining healthy relationship with the
customers and establishing proper coordination among all the departments business organization
will be able to smoothly run their business operations and provide excellent services to their
guests which will enables the organization to meet their objectives and goals in the short period
of time(Meyer, 2013).
TASK 3
P6 Key roles of housekeeping department in hotels
Housekeeping department in the hotel is responsible for providing the clean, comfortable
and safe environment to their guests. The main motive of this department is creating a home
away from home by rendering the utmost standards of cleanliness and quality to their customers
so that the satisfaction of the customers and overall income of the business can be increased.
House keeping department not only concern for providing clean rooms but also focus on
maintaining everything in the hotel so that the attractiveness and the freshness can be
maintained.
In order to attain the success and growth in the business Hotel Indigo Manchester needs
to provide the effective training programs to the housekeeping personnel so that they will be able
to meet the pre-determined standard of hygiene requirements of the hotel. This hotel ensures
various facilities like daily housekeeping facilities, dry cleaning, ironing service, linen change
facility and room cleaning service by using vacuum cleanser so that the warm, fresh and clean
environment can be maintained within the organisation. By providing all these services in an
effective manner business can get attract a range of customers in their services which will

provide huge profitability and succession of the business. The other key roles of Housekeeping
department are described underneath:
 It helps in generating the welcoming environment and ensure gracious services from all
the staff of the department..
 To provide clean linen in rooms, restaurants, conference hall, banquet, health club
facilities.
 To regulate the safety and security regulations are made known to all staff of the
department.
P7. The value of forecasting linen stock and other guest supplies
Forecasting is an effective technique which is use by the business organisation to
measure the future demands of the customers. By forecasting their business or customers needs
management can easily cope up from the uncertainties of the future as per the identifying the
present and past data or information. The Linen stock depicts to the fabric household goods
which are using by the guests on daily basis like towels, tablecloths, bedding and others. In order
to maintain the belief and satisfaction of the customers hotel manager needs to give their proper
focus on maintaining the proper demand and supply of all the essential belongings which
required to provide a comfortable stay to the guests. The importance of forecasting for the hotel
industry is as follow:

Reduce inventory stock outs- By forecasting the demand of the customers the hotel
manager will be able to maintain the proper inventory level which will enables them to reduce
the unnecessary expenses from the extra inventory(Rose, 2014).
Improve pricing and promotion management- The pricing and promotional strategy
helps the organization in improving the flow of goods and services in aspect of stock fill and its
availability. Also, it will help them in predicting the effect of pricing on the overall profitability
of the business(Barlow, Roehrich and Wright, 2013).
Customer satisfaction- By using the forecasting process, customers satisfaction can also
increase as it will enables the hotel manager to provide the services or facilities as per the
customers demand which will provide the huge profitability and brand value to the organisation
also.
P8 Importance of interrelation between housekeeping and other key departments
In the hotel industry it is essential to establish appropriate coordination among all the
departments in order to provide most efficacious services to the guests by assuring the proper
utilisation of all the resources. The interrelation between the housekeeping and other key
departments are important in order to render the quality services to the guests. Importance of the
relationship between these departments can be seen by following points:
 Coordination with front office: The main focus of front office on providing the rooms
facility to the guests whereas housekeeping department is concerned with maintaining
proper cleanliness in the hotel. These both department have great relation with each
other as front office department needs to give information to the housekeepers regarding
to the condition of the each room. Other, they should tell them about the arrival and
departure of the guests so that the cleaning of the room can be finished on time and
proper facility of can be provided to the customers.
 Coordination with maintenance department: This section is related to accomplish the
technology facilities which ensure the comfortable stay of the guests and higher
efficiency of the staff. This department helps the housekeeping department in solving the
issue related to the bathroom fittings, malfunctioning air conditioners etc. so that they
will be able to render the proper room facility to their visitors.
 Coordination with security department: The housekeeping manager must immediately
report to the security department if any kind of suspicious activity noticed by them

related to guests. So that the no illegal activities can be generated by the guests by
taking the benefits of their privacy.
 Coordination with personal department: For sustaining their employees for a longer
period of time housekeeping department coordinates with this department as it is
responsible for appointing, training, identity cards lockers promotion, making the
policies for welfare of the employees and others(Berger and Denny, Google LLC,
2012).
M3 Evaluation of interrelationship between housekeeping and other departments
Housekeeping department within the hotel considered as a center of circle in a wheel
which is directly or indirectly linked with other departments of the hotel. All the departments
within a hotel work together in order to provide the quality services to their guests.
Housekeeping department depends on the other departments for maintaining the proper
cleanliness and a welcoming ambience so that they will be able to attract a range of customers
and to run all the activities without any kind of hazard.
TASK 4
P9 Importance of scheduling maintenance or repair work to minimise disruption to guests
The scheduling of the maintenance and repairs is crucial in order to avoid all the
unnecessary breakdowns of the resources of the organisation. The hotel industry need regular
maintenance rather than the emergency repairs. Regular cleaning, check-ups, lubricants of the
assets must be operated in an effective way so that the failure of the chances of business
succession can be minimised and life of the resources can be increased. Safety of the guests and
staff is essential in the hotels for which regular check-ups of electricity lines, bathroom fittings,
furniture and fixtures should be done so that no suffering is caused to guests due to their non-
functioning. For example if the taps of a bathroom are leaking, then immediate repair must be
done so that the running water does not exhaust the water availability in the hotel causing
discomfort to the guests. Another example can be repairing of air conditioners in case they have
stopped cooling. However these repair and maintenance should be done before any guests
checks-in that room so that the work of repair do not steal privacy of guests hence causing
problems for them. All the facilities should be given in a working condition as it may irritate the
guests if they are not provided with the facilities they are paying for. This will increase negative

feedbacks from customers and affect the goodwill of the company. Therefore, repair and
maintenance work should be scheduled in an appropriate manner to provide quality in services to
the guests making their stay pleasant and enjoyable(Cascio, 2015).
P10 Importance of security in hotel
In the hotel industry, proper management of security is most important for the both hotel
premises and its guests. The guests who are booking the room at hotel comes with an
understanding that they will be safe and secure at the hotel premises during their stay. Due to
this, it become more essential for the hotel manager to give their focus on providing proper
security system to their guests and physical resources also like equipments, gardens, appliances
building and the belongings of the visitors. It is also necessary for the Hotel Indigo Manchester
to adopt proper security system as it will enables them to attract more customers in their hotel
services. If there are intruders or threats in the hotel premises it brings negative impact on the
image of the hotel and makes guests doubt on the security and safety systems of the hotel and
prevent them from making reservations in that hotel. In case any intruders are available in the
hotel premises then it will lead the negative impact on brand image of the hotel as the customers
will think twice before book a hotel which is negative sign for the business succession. This will
direct impact on the sales of the rooms and also profitability of the hotel. Other, the information
which is given by the guests while booking a hotel must be uploaded at secure network so that
the misuse of their information can be prevented. In the hotel Indigo Manchester, using the
highly secure networks to keep their guests information more secure and safe. Also they have
installed the CCTV cameras in their premises to ensure the proper safety to their guests(Smith
and Greenfields, 2015).
M4 Role of maintenance in accommodation services to ensure overall guest satisfaction
Proper maintenance of accommodation services helps the organisation to provide
satisfaction to the customers. In this aspect the housekeeping department plays an important role
as it helps in checking all the facilities or services on a daily basis so that the any kind of
maintenance issue can be reported to the maintenance department. For enhancing the travel
experience of the guests hotel manager must focus on regularly checking the linen stocks,
furnitures, electric appliances and other facilities of the hotel so that the better services can be
provided to the customers(Hamlet, 2013).

D2 Critical evaluation of the importance of communication between housekeeping and facilities
department
An effective communication between all the departments is must in the hotel industry in
order to informing each other regarding to any kind of change or information related to the
customers. An appropriate relationship among all the departments is possible only when the
effective communication is adopted by the organisation. For assuring the best experience to the
guests Hotel Indigo Manchester needs to adopt effective communication channels in their
organisation so that the housekeeping department can interact with other departments easily
which will enables them to eliminate all the defected form their processes and required changes
can be implemented(Hammond, 2015).

CONCLUSION
From the above file, it can be concluded that the guests or travellers are the most
important part in the hotel industry as the success and growth of the business depends on them.
In order to render the best travel experience to the customers the front office department plays an
important role in creating an effective impression on the customers mind whereas in this aspect
the housekeeping department ensures to provide the proper cleanliness and higher quality
services to the customers so that the satisfaction of them can be increased. Moreover, an healthy
relation between all the departments are required in order to give the proper satisfaction to the
customers and increase the overall profitability of the business.

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