Comprehensive Report on Managing Accommodation Services Effectively

This report provides a comprehensive overview of managing accommodation services within the hospitality industry, focusing on key aspects such as the contribution of accommodation to the industry, different types of accommodation services (hotels, guest houses), and various forms of ownership (sole ownership, lease arrangements, chain operations, and professional management). It discusses the importance of grading and classification systems, the impact of online review sites, and delves into the functions and roles of the front office in different accommodation settings like hotels, apartments, and luxury lodges. The report also highlights the crucial roles within the housekeeping department, emphasizing the importance of forecasting linen stock, interdepartmental relationships, maintenance, security, and effective communication to ensure overall guest satisfaction. The analysis underscores the need for accommodation providers to understand and meet customer needs while maintaining high standards of cleanliness, service, and security.

MANAGING
ACCOMMODATION
SERVICES

Table of Contents
INTRODUCTION ..........................................................................................................................3
MAIN BODY...................................................................................................................................3
Introduction to hospitality industry and its contribution ............................................................3
Types of accommodation services..............................................................................................4
Different forms of ownership applicable to accommodation service.........................................4
Grading and classification system...............................................................................................5
Impact of online review sites on accommodation services.........................................................6
PART-B...........................................................................................................................................6
Function of front office with reference to the three types of accommodation providers............6
Key role of front office department to achieve objectives..........................................................7
Key roles found within the housekeeping department................................................................8
Importance of forecasting linen stock ........................................................................................8
Importance of interrelationship between housekeeping and other department ..........................9
Evaluate relationship between housekeeping and other departments to provide effective
quality..........................................................................................................................................9
Importance of maintenance or repair work to minimise disruption of guest............................10
Importance of security...............................................................................................................10
Role play by maintenance within the accommodation services in ensuring overall guest
satisfaction.................................................................................................................................10
Importance of communication between housekeeping and other departments.........................11
CONCLUSION..............................................................................................................................11
REFERENCES................................................................................................................................1

INTRODUCTION
Managing accommodation service means to provide value to the customers and to satisfy
the customers. Accommodation is the place to live or stay in. In the hospitality industry,
accommodation refers to the place to live or stay. Hotel, resort, hostel etc. are types of places that
can be classified as accommodation. Four seasons hotel and resort is been taken. It was founded
in the year 1961 by Isadore Sharp. Its headquarter is in Toronto, Ontario, Canada. Key people of
four seasons hotel is John Davison (CEO) and Isadore Sharp (Chairman). Four seasons hotel
operates more than 100 hotels worldwide. In this hospitality industry and how accommodation
contributes to the hospitality industry is discussed. Types of accommodation services is
described and commercial and non commercial business is discussed. Forms of ownership
applicable to accommodation services is described. Grading and classification system is
discussed and role played by online sites is also discussed. Functions and key roles of front
office are described. Key roles found n the house keeping department is discussed. Importance of
forecasting linen stock is described and relationship between housekeeping department and other
departments are discussed.
MAIN BODY
Introduction to hospitality industry and its contribution
Hospitality industry is a wide category that includes lot of services like, hotels, event
planing, restaurants etc. Hotel industry is a part of service industry which provides shelter and
provide place to the guest. The main objective of hospitality industry is to provide good services
to the customers and satisfy them. There are three main areas of hospitality industry i.e., food,
travel and tourism and accommodation. Accommodation is important to hospitality industry as
tourists in their travelling need some rest. They want hotels in which good services are provided
like food is good and rooms are also good. Accommodation facilities vary as different customers
have various need and requirements. Four season hotel provide good services to the customers. If
the hotels are good and services provide by them is good then more tourist will come and stay.
The main thing that a person requires while travelling is good place to stay and good food and
enjoyment. Accommodation plays a crucial role in the hospitality industry.

Types of accommodation services
Hotels: Hotel is a type of accommodation service. Hotels offer many facilities and there
are different levels of hotels like, one star, two star, three star, four star and five star. Star levels
vary from country to country. Five star hotel in one country can be a three star hotel in another
country. One star hotel is small and independently owned. Services may be provided by the
owner and there is limited variety available in food. Two star hotel has more facilities as
compare to one star hotel. The rooms are comfortable and well equipped and variety of food is
available as compare to one star. Three star hotel provides good accommodation facilities and lot
of food and drinks is available.
Rooms and receptions are more spacious. All rooms will offer good standard of comfort
and equipment. Four star hotel provides luxury rooms and well furnished. Every area is well
furnished and clean. Rooms are also well designed, furnished and all the equipments are
available. Guests are provided services like 24 hour room service, dry cleaning and laundry.
Rooms of five star hotels is spacious and luxurious accommodation and try to match
international standard. All the necessary facilities are provided in five star hotel.
Guest house: It is inexpensive hotel lodging. It is like a private home which is available
of guest accommodation. The owner of the house lives in an separate area. Guest house has some
benefits like, personalized attention, home-made food and inexpensiveness.
Commercial business are the business whose motive is to earn profit and they pay taxes. Non
commercial business pays taxes of employees. Non profit business are not concerned with profit
like non profit organizations.
Different forms of ownership applicable to accommodation service
There are four forms of ownership i.e., sole ownership, lease arrangements, chain
operations and professional managements.
Sole ownership:
Sole ownership means the property is owned by a single individual person. All the profit
earned by the owner alone and loss is also suffered by the individual. They do not tie up with
other hotels related to policy and procedures. In this profit is not shared and chances of creativity
is less. All the capital is in the hand of the owner and heavy risk is involved. There may be

liability issues as only a single person is having all the responsibilities. There is lack of new
trends.
Lease arrangements:
It means that the property is given on rent for use. It is contractual agreement in which
user pay to the owner for use of the property. User of the property is known as lessee and owner
is known as lessor. Most of the restaurants take ground on lease. In this process name of the
parties, starting date and duration of the agreement is written, provide conditions, identifies
specific organisation etc.
Chain operation:
This means that single owners are not connecting with each other. This provides them
advantage of management services, financial services, manpower specialities, expertise, help in
promotion. Advantage of this chain operation is it reduces overall cost. It helps in attracting
customers.
Management contract/ Professional management:
In these properties are operated by other entities. Sometimes, owners arrange properties
that help in managing hotels. The owner takes help from someone else because the owner is not
having expertise. The owner has legal responsibility as well as financial responsibility. Owner is
responsible for insurance and paying taxes.
Four season hotel and resorts are using professional management. They have residential
property and all the responsibility is of the owner. The owner is responsible for paying all the
taxes and also for the insurance.
Grading and classification system
The term rating, star rating, grading and classification means giving ranking to hotels by
their facilities and according to the review given by the customers. Hotel classification is
important as it provides marketing platforms to hotels. It also helps in improving quality as
competition will increase. In the United Kingdom hotels are given rating according to the
facilities provided by them and feedback given by the customers. There are different grades in
United Kingdom rated from one star to five star. All these grading systems are operated by
AA(Auto mobile Association). This auto mobile association focuses on feedback given by the

consumer regarding accommodation facilities. This rating system will help customers in getting
review about which hotel is best. After analysing all the facilities like quality of food, services
provided to the customers and feedback from the customers. After all these the Auto mobile
Association give red stars for excellence to the hotel which provide the best accommodation and
hospitality. A hotel which gets red stars means that has all the qualities and facilities provided by
them is good and customers are satisfied by the services provided by their staff members. Other
hotels will also work hard so that they may also get red stars. Hotel owners need to improve
quality of food and services should also be good.
Impact of online review sites on accommodation services
For hotel owners it is important to understand customers need and wants. They should
provide all the facilities according to the need of consumer. If consumer is satisfied then they
will give good feedback and reviews. Today people are using more social networking sites for
gathering information related to any product and services. Many consumers search online for
accommodation services. Online reviews help customers in identifying which hotel is best and
consumers check ratings. There are many best sites for booking hotel like, trip advisor,
hotels.com, priceline etc. These online sites help consumers in comparing and this save time and
money of consumers. This help consumers in finding the best hotel where they can stay or live.
PART-B
Function of front office with reference to the three types of accommodation providers.
Front office department within the hospitality industry plays most important role because
front office manager is responsible to give first impress of the hotel in the customers mind. There
are various function that played by the front office manager and every accommodation provider
have some uniqueness and differences.
Hotel
Hotel front office is responsible to communicate with the customers about their booking
and they make ready their Hotel room before the guest arrival (Badrianta, Sudiarta and
Somawati., 2019). They ave to pick up the calls from the guest and arrange the things according
to their demand.
Apartments

In the apartment guest services department is responsible to handle the guest account and
ensure the clearness and hygienes within the apartment.
Luxury Lodges
Luxury lodges provide premium services to their customers, and they have to make
checklist where they personally do the inspection of the rooms and provide the good experience
their customers.
Key role of front office department to achieve objectives
Front office department of the Four Seasons Hotel is most valuable part ensure the
satisfaction of the guest. Here are some key role of the Front office department of the Four
Seasons Hotel-
 Front desk manager of the Hotel is responsible to welcome the guest and listen to their
quarries, even if they just want know some general information about the Four Seasons
Hotel.
 They maintain the daily room status and have a details' information about the guest.
 Check up VIP’ s reservations and issue VIP amenities, a voucher for fruits and flower
beverages, etc. and any other special requests. It helps to satisfy the guest and company
can achieve their set objectives ad goals.
 Front desk manager is responsible to attend the calls and provide fast room services ad
through the fast services they can gain locality of the customers.
 Handle the group and the crew reintegration as per the laid down producers as well a FIT.
 Responsible to do inspection of the room before the guest arrival and give instruction to
the staff within the Housekeeping department of the Four Seasons Hotel.
Recommendation and evaluation of the role of front office department to achieving guest
satisfaction and positive review.
Front office manager have role in the customers satisfaction, and they help company to get the
better review on the online sides like Trip adverser. Desk manage communication and welcome
the guest when they arrive and commit to provide the best possible services to their customers
(Priyono and Yulita., 2017). By providing the fats guest services to the customers, they are able
to satisfy their customers and gain loyalty of those customers.

It is necessary for the Front office manager of the Four Seasons Hotel to have the
communication skills because without having communication skills they cannot impress the
guest, and they have to behave professional to create good relationship with their customers.
Key roles found within the housekeeping department
In accommodation services housekeeping plays a crucial role.
 In ensuring good standards of cleanliness housekeeping department is responsible.
Every consumer wants that rooms should be clean and properly managed. It is the
responsibility of housekeeping department to clean all the rooms.
 For welcoming guests, proper arrangement should be made by the housekeeping
department.
 Housekeeping department is responsible for maintaining inventory and staff uniforms.
 Maintaining floral decorations and renovation of the property and interior designs.
These are some roles of housekeeping department that helps in providing good services
to the customers. They help in achieving maximum efficiency and also ensures that customers
are satisfied by the services provided. They also maintain good relationship with other
department. Housekeeping department is responsible for the maintenance and repair of the hotel.
They also manage the laundry department. In Four season hotel responsibilities are divided
among the housekeeping department. All the staff members work according to that and they are
properly managing all the activities.
Importance of forecasting linen stock
It is important to forecast the requirement of stock in the hotel for the smooth working of
the hotel. Minimum stock should be kept to meet the daily requirements of the hotel. It also helps
in effective budgeting. It helps in minimising wastage of resources. Other function of
maintaining stock is to balance between supply and demand. Linens are the recycled items which
comes under the responsibility of executive housekeeping. There are three types of linen stock
i.e., beds, bah and table. Beds includes bedsheets, pillows and mattress covers. All the bedsheets
must be cleaned. Bath includes hand towels, bath towels, wash clothes and bath mats. Table
includes table cloths and napkins. These linen stock should be properly managed by the
executive housekeeping department so that guest can be satisfied. There is common word which

is used in hotel industry is “ One par linen” which means that how much amount of linen is
required in the hotel room for guests. If there is lack of linen stock the result will be loss of sales
and also affect profit. Forecasting is important for making future plans based on the present data
and current trends. Housekeeping department of Four season hotel maintain proper stock for
smooth circulation. Customers are also satisfied with the services provided by the four season
hotel.
Importance of interrelationship between housekeeping and other department
Every department in the hotel is dependent on some other department for information or
services. No department can work alone, all departments interconnects with each other.
Housekeeping department is responsible for satisfying customers. Housekeeping is the
department which is connected with all the other departments. Housekeeping department is
connected with front office, laundry, maintenance, security, sales and marketing, purchase and
sales and human resource. For the division of rooms, housekeeping department contact with the
front office. Hotel is depending upon housekeeping department, front office and maintenance
department for proper management of all the activities and build good image in the market.
These three departments focus on customer satisfaction and provide comfortable rooms
to the consumers. The front office provide list of guests arrival and departure to housekeeping
department. Front office cannot give rooms to the guest that are not clean. They contact with
housekeeping department and after that they assign rooms to the guest. Housekeeping
department coordinates with the Human resource department for recruitment to housekeeping
staff, management of salaries and wages, grievance procedures, promotions, performance
appraisal, organising training sessions. Housekeeping department is also connected with security
department. If housekeeping employees found anything suspicious they inform to security
department. So, housekeeping department is helping security department also.
Evaluate relationship between housekeeping and other departments to provide effective quality
As housekeeping department is connected with all the other departments. The main
objective of all the departments is to satisfy consumers. Housekeeping department is indirectly
connected to food and beverage department. Housekeeping needs to have sufficient stock of
linen. In Four season hotel housekeeping department looks after pest control in kitchen and
stores. Kitchen staff requires clean uniforms daily for which they communicate to housekeeping.
For the special occasions housekeeping department requires linen of different shapes for which

they communicate with banquet department. If housekeeping department needs staff then they
communicate with human resource department for recruitment of new staff.
Importance of maintenance or repair work to minimise disruption of guest
Maintenance department plays an important role in minimising disruption of guest.
Maintenance engineers is responsible for checking and repairing systems and infrastructure of
the hotel to make sure that they run smoothly. They regularly check the assets of the hotel for the
smooth running of the hotel. Maintenance department ensures that all the guest should get proper
facilities. Function of maintenance engineer is to respond to breakdowns, managing budgets,
maintaining financial records etc. While cleaning the rooms housekeeping employees may find
deficiencies in the facilities like, electrical sockets, leaking pipes or any other fault. They inform
this to maintenance department about the deficiencies and then maintenance department is
responsible for repairing faults. When the room is assigned to guest then it should be perfect so
that consumer is satisfied. If all the facilities are properly provided then guest will be satisfied.
There should be no electrical fault in any room and no leakage of pipes. Maintenance department
of Four season hotel properly check all the electrical faults so that guest does not face any
problem or difficulty.
Importance of security
Security department plays a crucial role in every hotel. Security department is concerned
with prevention of theft and fire. It also helps in safekeeping of hotel keys. If any property is lost
then security department helps in finding the lost property. Security manager is responsible for
the security of the hotel. At every floor of the hotel there should be cameras and proper security
guards at the entrance of the hotel. Security manager is responsible for safety and security of all
the guest. Security guards should properly check every person. In Four season hotel security is
important to satisfy customers and build a good image.
Role play by maintenance within the accommodation services in ensuring overall guest
satisfaction
The maintenance department is responsible for conducting inspections of equipments. It
help in providing services that are required by the customers. It helps in creating image in the
market. It also helps in increasing safety and security of the customers. They provide good

quality of services to satisfy the consumers. Maintenance and repair is necessary as it creates an
impact on guests that all the facilities are good.
Importance of communication between housekeeping and other departments
Proper communication is required between housekeeping and other departments. If there
is proper communication then it will lead to more consumer satisfaction. Miscommunication
between the departments can lead to guest dissatisfaction. If repair and maintenance is not done
then hotel owners may suffer loss.
CONCLUSION
From this report it can be concluded that, accommodation services contribute to hospitality
industry. Tourist need place to stay and they want all the necessary facilities. Further, types of
accommodation services like hotels, guest house etc. is discussed. After that different forms of
ownership is discussed like sole ownership, lease arrangement, professional management.
Further, grading and classification system is discussed. In grading system how ratings are given
to hotels according to the services provided by them. At last, impact of online review sites on
accommodation services is described.