Managing Accommodation Services: IGH Hotel Report Analysis, Semester 1

This report analyzes the management of accommodation services within the hospitality industry, using the InterContinental Hotel Group (IGH) as a case study. The report covers various aspects of hotel operations, including different forms of ownership (sole trader, limited company), and purchase options (bank loan, joint purchase). It explores the role of grading and classification systems in meeting guest needs, from essential to hyper-luxury services. The report delves into the organization of front office functions, emphasizing the importance of telephone services, printers, computers, and master keys. It addresses a case scenario involving low profit margins and suggests solutions such as shifting front office positions. Furthermore, the report highlights the contributions of the housekeeping department in providing effective accommodation services, focusing on cleanliness, guest greetings, and safety. It also discusses the importance of forecasting linen stock, interrelationships between housekeeping and other departments, and scheduling maintenance to minimize guest disruption. The report concludes with the significance of security within IGH hotels.

Managing
Accommodation Services

Table of Contents
INTRODUCTION...........................................................................................................................1
TASK 1 ...........................................................................................................................................1
P1 Identifying the scale and size of accommodation services within hospitality industry
(Covered in PPT).........................................................................................................................1
PART 2............................................................................................................................................1
P 2: Different forms of ownership available to accommodation services..................................1
PART 3............................................................................................................................................3
P3: The role that, grading, classification systems.......................................................................3
PART 4............................................................................................................................................5
P 4. Organizations of front office functions within a variety of accommodation services.........5
PART 6............................................................................................................................................7
P:6 Contribution made by housekeeping department to provide effective accommodation
services........................................................................................................................................7
PART 7............................................................................................................................................7
P:7 Importance of forecasting linen stock & other guest supplies..............................................7
PART 8............................................................................................................................................8
P8: Interrelationships among housekeeping & other key departments.......................................8
PART 9............................................................................................................................................9
P9: Scheduling maintenance or repair work to minimise disruption to guest............................9
PART 10..........................................................................................................................................9
P:10 Importance of security within IGH hotel............................................................................9

CONCLUSION..............................................................................................................................10
REFRENCES.................................................................................................................................11

INTRODUCTION
Accommodation service is a part of hospitality industry which includes various activities
like event planning, travelling, transportation and so on. It provide wide range of services to its
customers to satisfy their requirement (Halkier and Therkelsen, 2013). For the better
understanding of this report Inter Continental Hotel Group has been selected whose headquarter
is in United Kingdom. It basically deals in hotels and resort and has several brands like Crowne
Plaza, Holiday Inn and so on. In this presentation following topics will be covered like various
types of accommodation service available within hospitality industry and different forms of
ownership available to codification service. Along with it discuss will be made on role of front
office functions and housing department within a variety of accommodation services.
TASK 1
P1 Identifying the scale and size of accommodation services within hospitality industry (Covered
in PPT)
PART 2
P 2: Different forms of ownership available to accommodation services
There are various types of ownership such as sole trader, limited company, partnership and so
on. Some of them are defined below on the basis of their advantages and disadvantages:
Types of ownership Description Advantages Disadvantages
Limited Company The shareholder of
Limited company plays a
significant role in board
meeting by providing
essential suggestion for
the company. Moreover,
the role of management
within the limited
company is classified
according to division
made on the basis of
The main advantage
of IHG to be limited
company is that they
can raise the fund in
form of share from
the market. Similarly,
they can take loan in
form of debenture
from the open market
to fulfil their growth
Here, company need to
abide by several rules
and regulation. Thus, it
is important for
company to follow all
legal obligations
otherwise respective
hotel has to faced
various legal actions
such as penalty or
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specialisation of
workforce.
objective. fines against it.
Sole Trader sole trader or proprietor
are one who manage their
business by their own.
Additionally, they have
the authority to take all
business effective
decision to flourish the
growth of company.
The whole decision
making power exist
in the hand of single
owner also the enjoy
the whole profit
gained by their
business.
The owner of business
start its business with
its own capital they do
not get opportunity to
raise the fund from
open market. Also if
the company bear loss
then they have to bear
it by their own.
Purchase option includes cash, bank loan, joint purchase, franchise and so on. Thus, there exist
several purchase option for IHG group some of them advantage and disadvantage has been stated
below :
Method of Purchase Advantages Disadvantages
Bank Loan Bank loan is one of the
purchase options which is
utilised by various companies.
Herein, IHG hotel which is a
multinational hospitality
business can rely on bank loan
for further expansion or
diversification.
Bank loan is an obligation for
respective hotel which needs to
be paid back withion stipulated
time period. Like, the interest
has to be paid by bank on time
otherwise bank will impose
penalty and can gain right over
their mortgage in case of
NPA's situation.
Joint Purchase Joint venture is easier form of
generation of fund in
comparison to bank loan. As in
bank loan the assets of
company are in stake in
Joint Purchase option should
be optimum utilised otherwise
it can lead to conflicting
situation among various parties
on the basis of fund
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comparison to joint venture.
Here, company can take funds
from its close ones like family,
friend or business.
distribution among various
party who helped the company
to arrange funds.
PART 3
P3: The role that, grading, classification systems
With the expansion of hospitality industry has supported the people need to explore new
place, travel large distances, go in adventure trips and so on. It has simple made it easier fops
traveller to travel worldwide and spend they vacations across their geographical area.
Additionally, with the increase amenities in hotel such as clean bed to rest and variety of food to
eat has made the journey of guest easier (Landauer, Pröbstl and Haider, 2012). Moreover, with
the expansion of digital marketing tool such as website of company has made the booking easier
just by a single click. To make perfect booking customer can make the difference on the basis of
price, facility, quality, rating and reviews given by previous travellers. Herein, IGH group which
operate worldwide has association with various other brand such as holiday Inn can cater the
demand of various traveller at a time by providing them best services. Thus, company provide
various services which are defined below, these factors help the customer to make effective
decision.
Essential: It is essential for the IGH hotel to satisfy the want and needs of customer such
as bed and furniture which is the main priority of traveller. If above mentioned hotel fulfil the
essential need of customer this will help them to gain huge customer base.
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Basic: Here, respective hotel tries to satisfy the basic need of their guest that includes
security of guest and variety food services to make the stay of traveller.
Nice to have: After basic need hotel services focuses on other amenities or accommodation
services such as laundry and Wi-Fi service. These are the additional benefit which IGH hotel
gives to their guest to make their trip comfortable, easy, relaxing and happy (Lima, Eusébio and
Kastenholz, 2012).
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Luxury: Premium or high class traveller look for luxury services like spa, swimming
pool facility or recreational area like gaming area. Thus, respective hotel should provide luxury
facility to fulfil the desire of guest due to which they can charge high prices for its facility.
Hyper- Luxury: Along with luxury services, IGH hotel also provide supreme level of
facility to its guest. These facility work beyond the expectation of traveller as it involve bar
facility and gym facility for those guest who disposable income is very high.
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PART 4
P 4. Organizations of front office functions within a variety of accommodation services
Front office plays an essential role in hotel which is responsible to greet the customer,
answer phone calls, understand their remedies and tries to resolve it. Herein (Matsuhira, Fujitsu,
2013). IGH group hotel the role of from desk is to provide basic information to guest such as
types of room, availability of rooms, prices, food services and so on. Moreover, the role of front
desk officer is to allocate four M's significantly such as men, machine, material and money to
attain organisational goal. Thus, the main function of front desk are explained below:
Telephone: One of the main functions performed by front desk in respective hotel is to
attend the phone calls of guest and assist them as to fulfil their requirement. For instance, front
desk contact their restaurant services and guide them to make the order as per the requirement of
customer. Similarly, they can contact the customers for informing them about Wi-Fi password or
checking out time.
Printer: Printers are used by front desk department to get the print out of ID proof of
their guest which they keep as an evidence. Therefore, it play essential role in completing the
formalities associated with guest (McLean, 2015).
Computer: Electronic device such as computer are being frequently used by front desk
manager in IGH hotel. It give them the vast information like number of booking made my
customer on specific date, store information about their staff also the camera's are connected into
it to check the footage of different areas of hotel.
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Master key: Front office has control over the master key's of room which can be used at
the time of emergency like misplace of key by traveller.
PART 5
According to case scenario, IGH hotel is having problem such as low profit margin
because of higher cost to maintain this hotel,lack of customer and front office office position. It
has fictional option that helps to shift the front office position to other place within organisation.
It will helps to reduce the cost of IGH hotel and also need to provide attractive services that will
help to increase in number of customer (Mok, Sparks and Kadampully, 2013).
The position of reservation clerk can be given to another individual within same department
that will be helpful to minimize the cost of organisation as well as reduce the burden of person
by transferring the position. When task has distributed according to skills in IGH hotel employee
will happy to work within hotel and will provide better service to customer. As a result number
of customer and profit margin of IGH hotel would be increase.
PART 6
P:6 Contribution made by housekeeping department to provide effective accommodation
services
Housekeeping department are responsible to clean the room to maintain the ambience of
hotel and resort. It adds up valuable experience in the lives of guest when they visit and stay in
the hotel (Pinch, 2012). This department plays effective role in providing clean services and
amenities to attract the customer and make their stay valuable. Some of the roles played by
housekeeping department are described below:
High quality cleanliness service: Housekeeping department of Cornish resort provides
services to customer like making up their bed, cleaning up their room, looking after their need
and so on. Their main motive is to make their guest comfortable by fulfilling their desire on them
which makes them happy. Thus, clean surrounding helps in pleasing the customer by keeping
them positivity.
Greed travellers: Apart from cleaning, housekeeping department of Cornish Resort is
also responsible to greet the customer at the time of their entrance in hotel. This helps the guest
to make them feel happy as well as comfortable. Thus, their role start before the arrival of
customer and stays even after their exit.
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Look after safety and security of guest: The role of housekeeping department within
Cornish resort is not only confined to maintain cleaning. They even look after the safety as well
as security of their traveller. These safety and security include checking the function of fire or
emergency alarm. Along with that at the time of cleaning they make sure the personal item of
traveller remain as it is.
Work for 24*7: They continuously perform their role for twenty four hours and seven
days. This is because guest can reach to the pl;ace at any time so it is the duty of respective
department to began its work before the arrival of customer. So that customer feel relaxed, safe
and secure.
PART 7
P:7 Importance of forecasting linen stock & other guest supplies
Hotels or resort should make investment to provide training to their existing as well as
new employee. This helps in the progress of business as the staff of hotel deliver the services to
the customer due to which they plays essential role in build up experience of guest. In relation to
IGH hotel provide training to their staffs to enhance their existing knowledge and skill and use it
to anticipate future (Roesch-Marsh, 2012). Therefore, various facility provided by hospitality
industry to its staff are clean bedroom space, toiletries as well as beverage tray. Moreover,
systematic training programme helps an employee to predict the requirement of linen stock and
fulfil the forecasted need of guest. Hence, hotel check the recent data to collect calculate the
supply forecasting for linen stock, bed and other amenities for guest:
Making effective inventory planning: Inventory planning must be done on the basis of
forecasted demand of linen stock or other basic amenities. Effective inventory planning helps in
developing production, conduct manufacturing operations, launch new product as well as
conduct promotional activity effectively. Therefore, this is one of the significant reason of IGH
hotel to provide training to their staff.
Effective utilisation of demand forecasting data for their guest supplies: IGH hotel
provide training to their staff so that they can understand the forecasted demand of basic guest
amenities. Additionally, it help them to identify as well as apply supply forecast data so that
hotel does not face the deficiency of any valuable stock.
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PART 8
P8: Interrelationships among housekeeping & other key departments
In an hospitality industry of hotel there exist various department that perform specific
role based on their skill, qualification and interest. Within this segment there are division like
house keeping department which play effective role in enhancing the stay of guest. This is
because their role is high in demand as they address the requirement of customer. Herein, IGH
hotel the role of housekeeping department is not not to maintain cleanliness but they role is
interrelated with other division or department of organisation which is stated below:
Interrelation between housekeeping as well as food and beverage division: IGH hotel
provide the facility to its guest that their food will be delivered at their respective rooms. Here,
housekeeping department act as a mediator between food division and customer as they collect
the food from the food and beverage department and deliver it at the room of guest. Moreover,
both division are associated on the basis of provision of linen as well as uniforms (Porter, 2012).
Interrelation between housekeeping and purchase department: The role of purchase
department within selected hotel is to make sure they provide essential inventory item such as
basic amenities, stationary item, guest supply and so on to housekeeping department. So that
housekeeping department can make the use of such items in favour of company. Furthermore, it
is also the responsibility of housekeeping department to communicate the need of valuable
inventory to purchase department.
Thus, there are various division within hotel and are interrelated to each other to satisfy
the need of their guest.
PART 9
P9: Scheduling maintenance or repair work to minimise disruption to guest
Security division is one of the significant division of hotel who work once the emergency
or specific situation arises. Their role is to maintain safety as well as security for its guest for
which they develop varies strategies and programme (Wajcman, 2013). Thus, the manager of
respective organisation make sure that the hotel should have safety equipment which are required
at the time of unforeseen situation. Therefore, the importance of scheduling maintenance or
vrepair work are defined below:
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Clean and Healthy environment: Clean and healthy environment of hotel attract huge
consumers as cleanliness is the first priority of guest. In context to IGH hotel, housekeeping
department helps to make the stay of guest favourable by making them comfortable. It simply
enhances positivity within guest and add up valuable experience in their lives. For instance, clean
room, towel, wash room and so on helps hotels to build loyalty and customer to revisit at the
same place again which they have already experienced.
Increment in rating: Rating is a kind of feedback given by customer based on their past
experience. If rating is high then there are fair chances that customer will revisit the same place
again. Thus, IGH hotel takes feedback from the custom,er so that they can resolve any issue
faced by traveller and can improved their operations in comparison to their competitor.
PART 10
P:10 Importance of security within IGH hotel
Whether the hotel is big or small takes valuable precautions for its as well as guest safety
and security. To maintain the safety above selected hotels makes the use of CCTV camera to
keep the recording of various department. Similarly, they provide fire resist door and door key in
form of card etc. Therefore, some essential security are defined below:
Attract the customer: With the increase in awareness customer are more keen to stay at
that place which is safe and secure for them. In context to IGH hotel has loyal customer because
of varies safety facility like fire alarm system, video Surveillance Systems, Carbon Monoxide
Detectors and so on.
Limiting the damage: In order to limit the damage respective hotel control their
operations to minimise the chances of damage. Due to which they perform activity like making
proper fencing or barrier around the hotel, restricting the entry of outsider and so on. e.
CONCLUSION
From the above report it has been concluded that hospitality industry must focus on its
accommodation services for its customers. There are various department or division in hotel
like housekeeping department and purchase order department which play effective role to satisfy
the desire of customer. For instance, housekeeping department role is check the requirement of
guest and keep the whole area clean to enhance the stay of traveller. Along with this hotel must
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take care of the safety and security of their traveller by keeping the provision against uncertain
situations.
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