A Report on Managing Accommodation Services: The Landmark London Hotel

This report comprehensively examines the management of accommodation services within the hospitality industry, using The Landmark London Hotel as a case study. It begins by identifying the size and scale of accommodation services, followed by an analysis of different ownership forms, including partnerships, leasing, franchising, and sole proprietorships. The report then explores the role of grading, classification systems, and online review sites in booking accommodations, emphasizing their impact on reputation and customer decisions. It delves into the organization of front office functions, discussing key roles such as reservations, registration, and telephone operations, while also reviewing the key roles within the housekeeping department, assessing the importance of forecasting linen stock and guest supplies, and examining the inter-relationship of housekeeping and other departments to provide quality services. Further, the report assesses the importance of scheduling maintenance to minimize guest disruption and highlights the significance of security measures within the hotel. The report provides insights into the challenges and opportunities of managing accommodation services, offering a detailed overview of the operational aspects of a hotel.

Managing
Accommodation Services

TABLE OF CONTENT
Introduction......................................................................................................................................3
Main body........................................................................................................................................3
P1 Identify the size and scale of the accommodation services within the hospitality industry 3
P2 Elaborate the different forms of ownership that are available in accommodation services 4
P3 Describe the role that grading, classifications systems and online review sites play in
terms of booking accommodation services...............................................................................5
P4 Explain the organization of front office functions within a variety of accommodation
services......................................................................................................................................6
P 5 Discuss the key roles within the front office department for a selected organization. ......7
P6 Review the key roles found within the housekeeping department in a selected
organization...............................................................................................................................8
P7 Assess the importance of forecasting linen stock and other guest supplies to ensure
sufficient supply to meet demands............................................................................................8
P8 Inter-relationship of housekeeping and other functional department within Landmark
London to provide quality provision and services....................................................................9
P.9Examine the importance of scheduling maintenance or repair work to minimise
disruption to guests.................................................................................................................10
P.10 Discuss the importance of security within Landmark London.......................................11
Conclusion.....................................................................................................................................13
References......................................................................................................................................14

Introduction
Accommodation industry includes all those businesses which are providing product and services
such as food and accommodation services in hotels, staying packages in resorts and villa’s etc. It
provides various services to general public as well. In order to give best in class services the
Landmark London Hotel has different departments such as front office, finance, housekeeping,
engineering, security, kitchen, food and beverages, etc. All these departments helps the hotel to
make it beautiful, exquisite and at the same time comfortable (ALI and et. al., 2018. ). Hotel
industry’s major focus is on providing best in class services to their customers in order to make
sure that customer is satisfied with their services. Customer spend their money on
accommodation and expect the worth of every penny, it is the duty of the hotel’s management to
make sure that the experience of the customer is delighted. In context to The Landmark London
hotel, it is a five star hotel in Marylebon Road, London, England. It was originally opened as
Great Central Railway and reopened as hotel in the year 1993.
Main body
P1 Identify the size and scale of the accommodation services within the hospitality industry
Accommodation services refers to provide a place to stay to someone or something. It refers to
providing the services to the individual who are paying in order to stay in a hotel, motel, villa,
resorts, etc. In hospitality industry where hotels provide staying facilities to the customers in
return they provide the best service possible to the customer so that their experience enhances
and they become loyal customers of the hotel (Birinci and et. al., 2018.). In context to The
Landmark London Hotel, they have a heritage ambience and is a five star hotel which means that
they are in the category of world class services. The common market segments that have similar
needs and requirements are given below.
World class services: These are hotels that provide luxury stay to their customers. The target
market segment of this type of hotels are celebrities, top business executives, wealthy clientele,
or high ranking political officials. Their services are expensive and everyone is not able to afford
it. These services are according to the charges made by the hotel (Cassia and et. al., 2020.).
These hotels have beautiful and luxurious interior and have high quality services for which the
customer pay high amounts as well. These are generally five star hotels that have expensive
services and luxurious amenities to there customers.

Mid range services: These hotels are generally family hotels that are affordable and are 3 to 4
star hotels and appeal to the largest segment of travelling public. People prefer to stay in these
hotels as the provide good services at an affordable rates. These hotels do not provide elaborated
services and also has staff that are adequate for the workings and operations of the hotel
( Connolly-Barker and et. al., 2020.). They provide uniformed services and are comfortable for
travelers who are looking for delightful experience at lower cost as compared to luxury hotels.
Budget or limited services: These are the hotels that provide comfortable clean rooms to the
customers without unnecessary extra services. They provide services for basic necessities of the
customer. These hotels provide a good option for budget traveller that are not looking for upscale
facilities but are looking for a clean and hygienic comfortable stay without paying any extra cost
for expensive services. These are also a good option for regular travelers that are just casually
travelling the places.
P2 Elaborate the different forms of ownership that are available in accommodation services
The different forms of ownership that are provided in the hospitality sector are on the basis of
capital requirements. The hotel industry provide different staying facilities to their customers in
order to make sure that their customers have a comfortable stay and can enjoy best in class
services that are provided by the different department of the hotel. The staff and the employees
have to make sure that their customers have an experience that is unforgettable and by this way
they can retain their customers and can make a high class loyal customer base. It is important for
the organizations to provide best services to their customers so that they can achieve their goals
and objectives (Dahm and et. al., 2019.). In context to The Landmark London, they make sure
that each and every customers of their hotel will have a delightful experience and also offers
packages to their customers that can enhance their stay in the hotel.
Partnership: This type of ownership involves more than one owner and are managed and
operated by two or more individuals or organizations. They came up to a mutual agreement and
contract which shows the rights and liabilities of each partner for the purpose of the trade and
business. They share their assets, money, labour in the agreed term. They share their losses as
well as profits at the agreed rate and will help in fulfilling the mutual goals and objectives of the
company.
Leasing: It refers to the ownership where the actual owner of the hotel takes payment from the
tenant in order to give them permission to use the property of the hotel and under the name of the

hotel (del Vecchio and et. al., 2018.). A lease document is signed by both the owner and the
tenant that specifies the terms of the contract and the restrictions that are made on the tenant so
that the owner can protect the reputation of their hotel.
Franchising: In this case the owner of the hotel give permission to run business under the name
of the original hotel. The name of the hotel is used by the owner of the franchisee which in return
pays a lum sum amount to the owner of the company. The franchisee can use the reputation of
the original hotel in order to attract customers. The franchise agreement contains all the
information and terms regarding the contract of the collaboration.
Sole proprietorship: In this type of hotel their is a single owner who handles all the tasks of the
owner. They are generally small organizations and does not involve high investments (Dolnicar,
S., 2019. ). These are generally the hotels that are managed by the owner himself and has the
authority over the major decisions of the company.
P3 Describe the role that grading, classifications systems and online review sites play in terms of
booking accommodation services.
Nowadays people look firstly at the review online before booking any hotel for their stay. People
wanted to make sure that they have chosen the right hotel by looking at the reviews and ratings
of the company. Higher ratings help the company o attract more customers and built reputation
of the hotel. The Landmark London hotel needs to encourage their customers to give reviews
about the hotels and make sure that the hotel provide support to the customers who are asking for
it (Dornier, R. and Mauri, C., 2018.). The hotel needs to make sure that the queries of the online
customers resolve as soon as possible as this will create a positive impact on the customers that
are vising the website of the hotel while looking for a nice stay options. It is important for the
company to understand the importance of online presence specially through online sites and
through ratings systems.
` Build reputation of the company: Online ratings helps the company to build its reputation
as good ratings help the company to create a positive image in front of the customers that are
reaching the sites of the hotel ( Fereidouni, M.A. and Kawa, A., 2019, April.). It is essential for
the company to make sure that people give good ratings to the company and this is only possible
when the services of the company are up to he level where it can enhance the experience of the
customer.

Cost efficient way: Online presence of the company is the best marketing policy for the company
as it will have a wider reach and also help the company to reach to its potential customers
without the expenses of marketing or expensive marketing techniques. It save a huge cost of the
company as the company is not giving any cost to the online rating sites and all the reviews are
based on the grate services and products that are provided by the company (Gurran and et. al.,
2018.). The hard work of the staff of the company provides good rating to the hotel.
Motivate customers to book directly: The website provide packages that are personalized for
customers as the website uses cookies. This will help the company to provide an effective and
attractive offers to the customers that are looking for the hotel that can provide comfortable stay.
The attractive offers motivate the customer to do bookings so that they can reserve that special
package for them.
P4 Explain the organization of front office functions within a variety of accommodation services.
Front office department is most visible department of the hotel to the customers. The front office
department is the first department that interact with the customers related to their queries,
payments, complaints, and registration. All the interactions with the customers of the company
starts with the front office department and they are actually the representative of the company in
front of the customers. The front office of the hotel is needed o be managed perfectly in order to
avoid any mistake as their small mistake can cause a big harm to the reputation of the hotel. In
context to The Landmark Hotel, they make sure that the most skilled employees are on the front
desk as they are the one that comes directly in to contact with the customers and they are the
people who are representing the hotel as well its management. Some of the basic functions of
front office are given below:
Reservations: The front office is primarily responsible for the reservations that are made
by the customers of the company (Gyódi, K., 2019.). They need t make sure that they run their
system correctly in order to make sure that right reservations are made. It is the responsibility of
the front desk to make proper reservations and ensures the customers about the best in class
services of the company.
Registration: The front office of any hotel is responsible for the registration and warm as
well as friendly reception of all the guests of the hotel. The guest actually needs to feel
welcomed otherwise they will not experience the best services of the hotel. The welcomed guest

will also be able to see the efforts that the hotel management and its staff are putting into the
services for them.
Telephone operators: All the information, queries, bookings that are made via phone calls
are done by the front office staff (Haydon, D., 2018.). They are responsible to answer all the
questions and queries of the customer that are coming through phone calls. They need to have
the skill of effective communication so that they can convince the customers and also can
provide proper information to the potential customers.
Information section: Any information regarding the hotel or the management of the hotel
are to be collected on the front desk of the hotel. The information that is required by the
customers of the hotels are also to be asked to the front office of the hotel. They are majorly
responsible for providing all the required information to the guests of the hotel.
Cashier: It is the responsibility of the front desk to provide payment facilities and accept
payments from the guests when they are leaving after their stay in the hotel (Katsoni, V., 2019.).
The collection of payment as well as giving appropriate options of payment is the responsibility
of front desk. Also check in and check out facilities of the hotel are needed to be cleared by the
front desk so that the customer do not face any problem during check in and check out.
P 5 Discuss the key roles within the front office department for a selected organization.
There are several people who are responsible for the management of the front desk and the
people at front desk are specialist in their own field. They make sure tat their responsibilities are
fulfilled and they are effective and efficient enough to handle any emergency or problematic
situation. The responsibilities of the individual working in front office are not limited up to
reservations or telephone operators, but include other responsibilities as well.
Front office manager: The basic duty of the front desk manager of Landmark London
Hotel is to look at the management of the front desk (Lee, S.H., 2020.). It is the responsibility of
the manager to make sure that the work is going as per the rules and according to the system of
the hotel. The manager is the person who has authority as well as responsibility to manage the
front office of any hotel.
Assistant front office manager: it is the post which is responsible for the tasks of the
manager. Their duty is to control the operational activities and the workings of the front desk in
order to provide high standard services to their customers and to make sure that they are or

providing services at a profitable level. They are responsible for assigning shifts, granting leaves,
room deposit, rebate and refunds.
Front desk representative: They are the actual representatives of the front desk of the
hotel. They make sure that people are getting their reservations and paying while leaving
(Lladós-Masllorens and et. al., 2020.). They come into direct contact with the customers and help
them in finding information as well as solving their queries.
Night auditor: They are the people who keep the accounts and Bookkeeping of the
company up to date. They make sure that all the accounting is clear and they generally work in
night shift. They can also be called as the agents of the front desk and front office.
P6 Review the key roles found within the housekeeping department in a selected organization
House keeping department of any hotel ensures the maintenance and the cleanliness of the hotel
so that the customers can have a fresh and delightful experience when they enter the hotel and
their rooms. The responsibility of housekeeping department is not only up to the room
decorations or cleaning of the room but they are also responsible for the management of the hotel
(Ly, T.P., Leung, D. and Fong, L.H.N., 2021.). The decoration and ambience of lobby as well as
rooms as well as main halls, all these decisions are taken by the housekeeping department. They
need to make sure that the hotel is fresh and attractive when they open the gates for business.
These effort of the housekeeping department makes the experience of the customers delightful
and make sure that they will spread good word of mouth about the hotel which will help the hotel
to attract new customers and prepare a loyal customer base. It will also help the hotel to get
increased ratings on the website of the company. It is also the responsibility of the housekeeping
to give the actual status of each and every room on daily basis to the front desk. The department
closely coordinate with the engineering department and maintenance department so that they can
make sure that their is no technical problem in any hotel room (Mallamace and et. al., 2018,
May.). The housekeeping department is considered to be the back of the house department even
when they have a close and direct contact with the customers.
P7 Assess the importance of forecasting linen stock and other guest supplies to ensure sufficient
supply to meet demands
It is important for the hotel to make sure that they have proper supply of the linen stock and
other supplies in order to avoid the situation of shortage which can never be good for the
reputation of the company. It is the responsibility o the housekeeping department to make sure

that they have sufficient amount of supply so that they can manage and develop the guests
room. Some of the guest supplies are
Bedding and bedside supplies: It is important for the housekeeping department to make sure
that they have enough supply of the bedding and bedcover as they are the most important thing
in the room and the guest will notice the bedding first after entering into the room (Martins and
et. al., 2018.). If the bedding is not clean or appropriately set then it will not create a good
impact on the reputation of the hotel. The bedding and bedcover are needed to be clean and
fresh. Whenever the room services clean the room they need to make sure that they change the
bedding. Also in order to maintain proper hygiene standards it is important for the hotel to
keep their rooms clean.
Hospitality tray: Its an essential part of the services that are provided by the housekeeping
department of any hotel. It is important for the persons of the department to serve everything
in a proper manner and with proper ethics and manner. A tray that basically carries cocoa
powder, tea, coffee, etc are extremely important in the housekeeping department and it is
responsibility of them to make sure that they have appropriate supply of these essential
products in order to make sure that their services are not interrupted.
Inter-relationship of housekeeping and other functional department within Landmark London to
provide quality provision and services.
Housekeeping department in the Landmark London Hotel act as central wheel in the hotel
operations as this department maintains direct and indirect contact with the other departments of
the hotel chain such as front office, human resource, food and beverages, security department
etc. Below mentioned is the inter-relationship of housekeeping department with that of other
functional department:
 Housekeeping department with Front office: There must be cooperation and
coordination in the activities of these two departments as house-keeping department is
concerned with cleaning and preparing a room for the guests before the allotment and
front office provide the room occupancy only after the room is ready and prepared by
housekeeping department (Adrianto, Razak and Maidin, 2019). It is essential for these
departments to share and exchange information on the room status as when guests checks
out it must be conveyed to housekeeping department to clean and prepare the room for

further occupancy . On the other hand, housekeeping must communicate to the front desk
how many rooms are ready for sale and are out of service.
 House keeping with Maintenance and Engineering department: One of the prime
functions of housekeeping department is to maintain to the hotel premise and ensure that
all the things are working smoothly and perfectly. If anything does not work properly or
there is a breakdown of equipment, machinery, repairing of furniture and fixtures;
housekeeping department informs maintenance and engineering department to fix those
things and provide safe and satisfactory stay at the hotel.
 Housekeeping department with Human resources: In order to maintain and ensure
smooth running of hotel operations it is essential to have an adequate number of staff
personnel to meet the needs of clients and deliver quality of services (Mahajan and et. al.,
2020). The department in coordination with HR department ensures that right candidate
with right set of skills are recruited and provide proper training and development to
develop right set of skills and knowledge. Other functions that HR department makes are
providing compensations and benefits, managing transfers, promotions and issuing of
identity cards.
Task 4
P.9Examine the importance of scheduling maintenance or repair work to minimise disruption to
guests
Maintenance department at Landmark London Hotel is concerned with providing engineering
service facilities at the property to ensure that guests receives un-interrupted services and t This
maximise the efficiency of the working personnel. Maintenance department works closely with
the housekeeping department to provide hassle free and quality of services to the guest and
clients. The department manages the electrical work, plumbing work, civil work, carpentry work
and other mechanical work to repair and replace the damaged and non-functioning equipments
(Nikolskaya and et. al., 2019). Belo mentioned is the significance of maintenance department to
mitigate disruption in the hotel services: Smooth and continuous hotel operations: Scheduling repair or maintenance work in
Landmark London is aimed towards ongoing operations of the hotel without any
mismanagement and inconvenience to the clients. Regular preventive maintenance plan

in the hotel property makes sure that hotel run and manage its activities smoothly leading
to a greater satisfaction and reducing the cost of company. Having planned repairing plan
helps in mitigating the risk of inconvenience to the guests and save the time of
employees.
 Reducing chances of breakdown and accidents: Preventive maintenance plans helps the
company in keeping the equipments, electronic appliance and other activities in a good
and working state leading to mitigating the chance of break down and non functioning of
the appliances (Quilty and et. al., 2019). The staff personnel checks air conditioner,
geyser, lights, boilers, TV, locker, water pressure in washroom, repairing of broker
furniture etc. Better quality and uninterrupted services: The responsibility of maintenance department
is to ensure that hotel operations run smoothly with the aim of providing un-interrupted
and quality of services to the guests. Planning and scheduling of repair work in advance
assist the Landmark London Hotel in determining in advance any discrepancy and defects
in the hotel operations and take necessary measures to improve and provide exceptional
quality of stay experience to guests. Customer satisfaction: Maintenance department keep the hotel operations hassle free and
updated with ongoing scheduling of maintenance activities at the hotel property.
Customers with a uninterrupted and quality of services are highly satisfied and are more
likely to visit and choose same hotel for their vacation or business travel (Materla,
Cudney and Hopen, 2019).
P.10 Discuss the importance of security within Landmark London
Hotel security is concerned with providing overall security to the employees, customers,
visitors, guests and daily users along with the building and grounds of a Landmark London
Hotel. Customer who visit hotel come with an understanding that his belongings, family
members and self is safe and secure while staying at Hotel. Meanwhile, it is imperative for the
management to provide employees with safe and healthy working conditions to ensure that they
work with efficiency and effectiveness in an organisation. Therefore it is essential to have a
proper safety and security management in hotel to protect the staff, guest, physical and other
resources of the Hotel such as gardens, parking area, equipments and appliances (Adrianto,
Razak and Maidin, 2019). Prime objective of safety and security department is to prioritise the

safety of guests and employees. Importance of security and safety department is mentioned
below:
 Monitoring entry and exit: Security personnel at the entrance and exits deter crimes and
notice any suspicious activities. These staff members are assigned to monitor and watch
the steady stream of people coming in and out of the hotels. These personnel are
equipped with surveillance equipments such as meter detectors, mirrors to see under
vehicles, baggage check machines etc to ensure complete safety and security of the hotel
property.
 Physical surveillance: Security staff members often conduct patrolling in the grounds of
hotel to detect and respond to any suspicious activity. It is essential for Landmark
London Hotel to patrol lobbies, corridors, hallways, parking area and restaurant to ensure
smooth and safe uninterrupted hotel operations.
 Preventing property damage: Apart from safety and security concern for staff, clients
and guests security staff members also aim at protecting the property from any physical
damage and destruction (Mahajan and et. al., 2020).

Conclusion
In the given report it is concluded that it is important for any hotel or hospitality sector industry
to maintain their services up to the standards. It is important to make sure that the services of
each and every department to keep their services according to the customers in order to make
their experience delightful. It is also important for any hotel to make sure that the front office of
the hotel is appropriately managed as they will play an important role in maintaining the
reputation of the hotel. The housekeeping department of the hotel are actually responsible for the
ambience of the hotel and they must make sure that they provide a close care to the management
of these factors so that the customers can feel the fresh air of the hotel and also the cleanliness
and maintenance of the hotel which can play a major role in attracting potential customers and
getting good reviews about the hotel and its management. Reviews and ratings are the best way
in inviting potential customers and attracting them for a stay in the hotel.

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