Managing Accommodation Services (Part 1) - Accor Hotels

This presentation provides a comprehensive overview of accommodation services, focusing on the scale and scope of the hospitality industry, using Accor Hotels (Ibis Styles London Southwark) as a case study. It delves into the different forms of hotel ownership (sole trader, leased, privately owned, franchise, and joint purchases), and the importance of grading, classification systems, and online reviews in attracting customers. The presentation also examines the functions and key roles of the front office department, including the front office manager and information assistants, and how they contribute to customer satisfaction. The presentation highlights the significance of providing excellent customer service, proper utilization of telephone etiquette, and the importance of maintaining accurate guest records. The presentation concludes by emphasizing the high scope and scale of accommodation services in the hospitality industry.

Managing Accommodation
Services (Part 1)

Cover Content
 Introduction
 Scale and size of accommodation
 Different forms of ownership
 Role of grading, classifications systems and online review
 Functions of Front office department
 Key roles of front office department
 Conclusion
 References

Introduction
Hospitality sector covers a wide range of firms which provides
their services to the customers for improving the customer
satisfaction and experience. These firms provides services such
as accommodation, food, travel etc. The Chosen organisation for
this presentation is Accor hotel which is operating the Ibis Styles
London Southwark hotel.

Scale and Scope of Accommodation
Hospitality sector is providing various growth opportunities to
the people living in UK. It is the largest industry in the UK in
terms of providing employment, development and growth
opportunities etc. The data for supporting this argument is given
in next slides:

Quantity of one, two, three, four and five star hotels in UK
Hotels Number
(2017)
One star 7900
Two Star 8500
Three Star 10200
Four Star 9400
Five Star 8500

Continue....
One star Two Star Three Star Four Star Five Star
0
2000
4000
6000
8000
10000
12000
7900 8500
10200
9400
8500
Number (2017)
Interpretation- It has identified from the below chart that various
hotels are providing accommodation facilities around 43000 in
which all segments are included like one, two, three etc. Hence, it
can be said that scale and size of hospitality sector is very wide in
nature.

Quantity of hospitality firms in UK as compare with other big
nations.
Places Number of hotels (2017)
UK 43000
Malaysia 7365
USA 7200
Russia 5460
Thailand 4330

Continue....
Interpretation - It has been observed from the above diagram that
there are numerous hospitality firms which are located in the UK,
Malaysia, Russia etc. and hospitality sector is rapidly growing and
providing better quality services to their guests.
UK Malaysia USA Russia Thailand
0
5000
10000
15000
20000
25000
30000
35000
40000
45000
43000
7365 7200 5460 4330
Number of hotels (2017)

Different forms of ownership
Sole Trader – It is also known as sole proprietorship in which the
business is owned and run by a single person. Such people are self-
employed who maintains the whole profitability of entire firm.
Advantages- In this form of ownership, one can interfere with the
decision taken by owner which is the greatest advantage of this type of
ownership.
Disadvantages- The owners needs to manage the funds and other
resources by themselves which is a major drawback of this ownership.
Leased – In it, private owner of a hotel leases it to a corporation or a
multinational chain. In this kind of ownership, all the financials of hotel
will be managed by Lessee
Advantage – cash flows of both parties are managed in proper manner,
chances of getting quality assets are very higher.
Disadvantage- Chances of return on the investment are lower due to
which it is less liked by the owners to grab an opportunity of ownership
under this kind.

Continue....
Privately owned – it can be defined as the company which can't be trade
its share in public. There may be several investors in this kind of
ownership because they have invested money for running the business.
Advantage- Main advantage of this ownership is that owners have right
to take decisions on their own level and their decision should be
followed by each staff members of firm.
Disadvantage- The main disadvantage of this setup is that owners should
have liability to pay all liabilities or debts along with managing all the
things like linens or other supplies which should be done in proper
manner otherwise it can effect the profitability or revenues in negative
manner.
Franchise-It is a common form of ownership in which the authority is
provided to other people for running their business on behalf of them.
Advantages- The success rate is high in such ownership.
Disadvantages- Ineffective performance of the franchise can negatively
impact the brand image of the hotel.

Continue....
Joint purchases- In this, two or more owners runs the business in which
if a single person dies then other has the responsibility to take care of
business.
Advantages- Owners can take the ideas and suggestions from the family
members and friends for generating new and better ideas.
Disadvantages- Chances of conflicts are higher among the partners
which can impact the profit of business.

Grading, classifications systems and online
review
Grading and classification systems – Hotel grading or
classification systems can be used for classifying the hotel
establishments as per the WTO and IH&RA. As per their views,
Hotel rating is a system which is used for attracting the customers
and defining them that what kind of services are provided to them.
With the help of grading and classification systems, customers can
determine the level of services provided by the hotel to them.
These services and facilities facilitates the customers in choosing
the suitable services as per their budget and requirements. Types of
facilities along with its role are discussed in further slides:
Luxury These services are provided by hotels so that
customers can gain unmatchable experience at
the time of their stay. When management will
use grading and classification systems it will be
helpful in providing good impression on the
mind set of customers.
Spa, gymnasium,
luxurious quality in food
items etc.