Analysis of Managing Accommodation Services at Grand Royal Hotel

This report analyzes the management of accommodation services, using the Grand Royal Hotel as a case study. It begins with an introduction to the hospitality industry and the importance of accommodation management. The report then delves into the organization and key roles of the front...Read More

Managing accommodation
services

Table of Contents
TASK 1............................................................................................................................................1
Covered in PPT...........................................................................................................................1
INTRODUCTION ..........................................................................................................................1
TASK 2............................................................................................................................................1
P4 Explain the organisation of front office functions within a variety of accommodation
services........................................................................................................................................1
P5 Discuss the key roles within the front office department for a Grand Royal Hotel...............2
TASK 3............................................................................................................................................3
P6 Review the key roles found within the housekeeping department in Grand Royal Hotel....3
P7 Explain importance of forecasting linen stock and other guest supplies to ensure sufficient
supply to meet demand................................................................................................................3
P8 Analyse the importance of interrelationships between housekeeping and other key
departments within Grand Royal Hotel......................................................................................4
TASK 4............................................................................................................................................5
P9 Examine the importance of scheduling maintenance or repair work.....................................5
P10 Discuss the importance of security within a Grand Royal Hotel.........................................6
CONCLUSION................................................................................................................................7
REFERENCES................................................................................................................................8

TASK 1
Covered in PPT
INTRODUCTION
Hospitality industry is broad category of fields within services industry, where hotels,
restaurant and many more business are included. Hotels and restaurants provide variety of
accommodation to its customers (Rogerson, and Rogerson, 2019). Management of this
accommodation services are the important part to retain customers with the business. This report
is based on Grand Royal hotel, London, hotel provide excellent services to its customers with the
best style and comfort. All the accommodation provided by the hotel is luxurious and high
standard. In report include explanation about front office functions within variety of
accommodation, key roles of front office department. It also include various roles of
housekeeping department, also explain the importance of lines stock and other guest supplies.
Further, it explain the interrelationships between housekeeping and other department of the hotel
industry, importance of scheduling maintenance and in the last importance of security within an
organisation.
TASK 2
P4 Explain the organisation of front office functions within a variety of accommodation services.
Front office department play an important role in hospitality industry, front office known
as face of hotels and restaurants. It is an first and last department that have interactions with
customers, they responsible for creating positive or negative impression for its customers. All the
queries of the customers are solved by the front desk department (Mate, Trupp, and Pratt,
2019). In the context of Grand Royal Hotel, front desk department of organisation handle all the
questions and problems of the customers related to the accommodation provided by the hotel.
They ensure that they greet and meet their guests in most effective manner so that their guest feel
more comfortable in their accommodations. Below are the various front office services of
respective hotel is explained.
Creating Guest database: Is one of the most valuable asset for the hospitality business,
well maintained database helps in demographic information, purchase behaviours, guest
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preferences and survey feedback. This function of Grand Royal Hotel's front desk department
handle all the data of their past customers for the better record of their choice and preferences. It
also help to know about their feedback for various accommodation they provide to their
customers.
Coordinating guest services: This is responsible for creating better atmosphere around
the front desk of the hotel for better customers experience. Coordinating guest services include
understand about all the problems of customers and provide them appropriate solution of those
problems (Casais, Fernandes, and Sarmento, 2020). In the context of Grand Royal Hotel,
coordinating guest is the main function of front desk of the hotel. They try to understand about
all the queries and problems of their guests in order to provide them effective services and
accommodation.
Management of food and beverage department: Effective management of food and
beverage department if also the main accommodation the front office department provide to their
guests. This helps to enhance the level of customer experience and growth in the hotel.
P5 Discuss the key roles within the front office department for a Grand Royal Hotel.
Front desk department of the hotel industry plays an important role of managing
customers and retain them for long period of time. Manager at front desk plays an important role
to influence the decision making of their guests by effective communication and personal
appearance (Joppe, 2019). Front office manager of Grand Royal Hotel, play various roles such
as coordinate activities, supervise the subordinates, hiring and training, they prepare budget for
front office department etc. below are various roles of front office department in the context of
Grand Royal Hotel.
Reservation: Front office managers of Grand Royal Hotel, is responsible for all the
reservation of their guests from the various online and offline sources. Pre reservation of all the
booking are the main role that managers of front desk play. Managers ensure that know about all
the requirements of their guests and make the list of reservation according to various needs and
wants of the customers from the accommodations of the hotel.
History and records: Front desk manager of Grand Royal Hotel, ensure that they record
all the history and data of their (Tidd, and Bessant, 2020) customers for the future analysis of
demand. They also make records of their past customer's data and information to inform them for
the various new offerings and accommodation they are willing to serve.
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Guest Inquiry:Front desk managers plays important role by solving all the queries and
problems in order to provide them better satisfaction and experience from the hotel. They ensure
that customers gets appropriate answers about their all inquiry from the hotel.
TASK 3
P6 Review the key roles found within the housekeeping department in Grand Royal Hotel.
Housekeeping department is one of the most important function of the hospitality
industry in order to provide better customers experience to the guests of the hotel. This
department of hospitality ensure that they provide cleaning and hygiene safety to their customers.
The main functions of housekeeping is to provide cleanliness, aesthetics, and maintenance of all
the rooms and public areas (Alnawafleh, Alghizzawi, and Habes, 2019). Better housekeeping
affect the overall experience of the customers from the hospitality industry. In the context of
Grand Royal Hotel, the housekeeping department of the hotel ensure that they provide excellent
services by increase the level of cleanliness and hygiene in the hotel. The bedrooms and
bathrooms of hotel is highly maintained by housekeeping department.
Housekeeping duties:
 Proper maintenance of rooms, bedrooms, hall, bathrooms, kitchens, and other areas of the
hotel.
 Cleanliness of bathrooms, toilets, bathtubs etc.
 Arrangements of cleanliness in kitchens areas of the hotels.
 Making beds and arrangements of rooms in proper manner.
 Cleanliness of mirrors and other surfaces of hotel”s glasses.
Thus, by the arrangements and maintenance of all the department of hotels, housekeeping
department is responsible for better customers experience. Housekeeping department helps to
make better impression on the customers.
P7 Explain importance of forecasting linen stock and other guest supplies to ensure sufficient
supply to meet demand.
Forecasting refers to analysing the future demand of product and services in order to
fulfil them and mange those demand for the future propose. Forecasting linen stock refers to
analysing the daily demand of linen stock in the hotels (Adamiak, 2019). Linen stock refers to
all the linen and uniforms require for the fulfilment of daily needs and wants of the stock in the
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hotels. Linen stock involve uniform of housekeeping and other departments, bath towels, hand
towels and many more essentials stock that required for the future demand.
Importance of linen stock:
Linen stock is vary important to provide better experience to the customers and fulfil
their needs and wants of all the product from the hotel business. Grand Royal Hotel also fulfil
all the demand of linen stock in most effective manner.
FLOOR HAND TOWEL BATH
TOWEL
SHAMPOO SOAP SANITARY
KIT
1 4 5 4 4 5
2 5 6 7 6 8
3 8 8 9 8 9
TOTAL 17 19 20 18 22
Importance of guest supplies:
Suppliers of linen stock also play an important role by providing accurate supply of
various demand of hotels of the stock on daily basis (Farmaki,and Kaniadakis, 2020). Supplier
ensure that they provide all the necessary stock on time so that it can help Grand Royal Hotel to
improve customer experience.
PRODUCT DEPARTMENT FREQUENCY
Bathrobe Housekeeping Daily
Breakfasts Food and Beverages Daily
Importance of marketing supplies:
The hoardings and pamphlets make an huge impact on the mind set of the customers in
order to attract them towards the hotels and there various accommodation. Marketing department
of the Grand Royal Hotel ensure that they reach to every target customers of the hotel. In order
to provide better insight to their customers about the various offers and new accommodation
services.
PRODUCT DEPARTMENT FREQUENCY
Hoardings Marketing Annually
Pamphlets Marketing Quarterly
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P8 Analyse the importance of interrelationships between housekeeping and other key
departments within Grand Royal Hotel.
There are various department of the hospitality business that are interlinked with the
housekeeping department for the better customer experience and satisfaction. Below are various
interconnection between housekeeping and other department Grand Royal hotel, explained.
 Coordination with food and beverage department: Food and beverage department of
hostel plays an important role in enhancement of customer experience, with the high
quality of food products and drinks, customers also need cleanliness and hygiene in the
kitchens of the hotels (Zhu, Lin, and Cheng, 2020). Housekeeping department of the
hotels ensure that they provide proper cleanliness and hygiene in the kitchens of the
hotels so that they can provide high level of satisfaction to the customers. In the context
of Grand Royal hotel, housekeeping and food and beverage department of the hotel work
together for the better customers experience and satisfaction.
 Coordination with front desk department: Housekeeping department maintain and
arrange all the rooms and bathrooms according to the information provided by the front
desk of the hotel. Front desk department of the hotel ensure that they manage all the
reservation and provide information to the housekeeping department so that they can
arrange rooms and other department of the hotel accordingly.
 Coordination with security department: It is also the main role that housekeeping
department play in order to provide effective safety and security to the guest and staff
members.
 Coordination with supply chain department: Supply chain department of the
organization ensure that they provide all the resource in the hotel at right time.
Housekeeping department of the hotel ensure that they provide effective information to
the supply department so that they can work in effective manner.
TASK 4
P9 Examine the importance of scheduling maintenance or repair work.
Scheduling is process by which company ensure all the tasks and activities can be done
on certain time period. Scheduling is an continuous process that arrange all the department of the
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organisation in most appropriate manner that company can ensure its better working and growth.
Scheduling is an important tool that keeps cost down and properly so that it can help in better
profitability and growth of organisation. In the context of Grand Royal hotel, scheduling is an
important function of hotel that ensure all the activities and task can be done in most appropriate
manner for better management of all the functions. The managers of respective hotels make sure
that they arrange and maintain all the task and functions of the hotels in appropriate manner and
complete them on given time period.
Scheduling maintenance include various activities such as ensuring the cleanliness of the
bedrooms and bathroom on regular basis. Also ensuring the supply of required stock can be fulfil
at time. scheduling and maintenance of all the task and activities is very important for the better
arrangement of all the department. It also ensure that customers get all there needs and wants
fulfil by the hotel on time. Maintenance within the accommodation is important for the growth
and development of effective customer experience.
P10 Discuss the importance of security within a Grand Royal Hotel.
Security within an hospitality industry is very important for the protection from the
negative aspect external environment. In hospitality business it is very important to ensure the
security of its customers from the thief (Parent, and Ruetsch, 2020). The major function of
security department is to ensure that every property of hotel remain safe and secure. Below are
some importance of security department of Grand Royal Hotel.
Guest: Providing safety to the guest of the hotel is an important to gain their trust and
loyalty for the hotel. Manager of Grand Royal Hotel provide proper training to their guards and
security department for the enhancement of customers experience.
Staff: Providing safety to the staff members of the company is also an important part of
the security department. Grand Royal Hotel ensure that all the staff members get proper safety at
their workplace and they also ensure to provide them safe working environment.
Guest Luggage: the security department of the company ensure that luggage of the
customers and guest could get better protection.
Thus, security department of the Grand Royal Hotel play an important role by the proper
management of security of the guests and their luggage.
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CONCLUSION
From the above given information it can be conclude that management of
accommodation services is very important for the better customer experience. It helps in
enhancement of customers satisfaction from the hospitality industry. There are various roles and
responsibilities of front desk department that ensure that customers gets satisfaction from the
various accommodation of the hotel. Front desk department also play important role in
management of customer experience. Housekeeping department of the hotel maintain all
cleanliness and hygiene in the hotels and provide better customers experience to their guests.
Housekeeping department is also interlinked with other department of the hotel in order to
provide better customers experience and retain customers with the organisation. Forecasting
linen stock of the hotel is also help in better understanding of future needs and demand of stock.
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REFERENCES
Books and Journals
Adamiak, C., 2019. Current state and development of Airbnb accommodation offer in 167
countries. Current Issues in Tourism, pp.1-19.
Alnawafleh, H., Alghizzawi, M. and Habes, M., 2019. The impact of introducing international
brands on the development of Jordanian tourism. International Journal of Information
Technology, 3(2), pp.30-40.
Casais, B., Fernandes, J. and Sarmento, M., 2020. Tourism innovation through relationship
marketing and value co-creation: A study on peer-to-peer online platforms for sharing
accommodation. Journal of Hospitality and Tourism Management, 42, pp.51-57.
Farmaki, A. and Kaniadakis, A., 2020. Power dynamics in peer-to-peer accommodation: Insights
from Airbnb hosts. International Journal of Hospitality Management, 89, p.102571.
Joppe, M., 2019. 17. The roles of policy, planning and governance in preventing and managing
overtourism. Overtourism: Issues, Realities and Solutions, Walter de Gruyter GmbH,
Berlin/Munich/Boston, pp.250-261.
Mate, M.J., Trupp, A. and Pratt, S., 2019. Managing negative online accommodation reviews:
evidence from the Cook Islands. Journal of Travel & Tourism Marketing, 36(5), pp.627-
644.
Parent, M.M. and Ruetsch, A., 2020. Managing major sports events: Theory and practice.
Routledge.
Rogerson, C.M. and Rogerson, J.M., 2019. Tourism and accommodation services in South
Africa: A spatial perspective. In The Geography of South Africa (pp. 213-220). Springer,
Cham.
Tidd, J. and Bessant, J.R., 2020. Managing innovation: integrating technological, market and
organizational change. Wiley.
Zhu, L., Lin, Y. and Cheng, M., 2020. Sentiment and guest satisfaction with peer-to-peer
accommodation: When are online ratings more trustworthy?. International Journal of
Hospitality Management, 86, p.102369.
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