Detailed Report: Managing Accommodation Services and Hotel Operations

This report analyzes the management of accommodation services within the hospitality industry, focusing on the Intercontinental Hotel. It begins with an overview of the sector's scale, ownership structures, and the impact of online reviews and grading systems. The report details the functions of front office departments, emphasizing their role in guest satisfaction, and then explores the key roles of housekeeping, including linen stock forecasting, interdepartmental relationships, and scheduled maintenance to minimize guest disruptions. Security measures within a hospitality organization are also examined. The report emphasizes the importance of communication between departments and concludes by summarizing the critical elements for providing quality services and ensuring guest satisfaction.

Managing
Accommodation
Services

TABLE OF CONTENTS
INTRODUCTION...........................................................................................................................1
TASK...............................................................................................................................................1
Scale and scope of the accommodation services sector..............................................................1
Different forms of ownerships....................................................................................................1
Role of grading, classification system and online reviews in booking accommodation by the
potential guests............................................................................................................................4
Functions and operations of front office departments in Hotel industry....................................5
Different role of front office in Intercontinental hotel................................................................5
PART B............................................................................................................................................7
Key roles of housekeeping department in the hotel industry......................................................7
Importance of forecasting linen stocks in the hotel....................................................................7
Interrelationships between housekeeping and other departments of quality provision for guests
.....................................................................................................................................................8
Examination of importance of scheduled maintenance and repair works to minimise the
interruption to guests...................................................................................................................9
Importance of security within a specific hospitality organisation..............................................9
CONCLUSION..............................................................................................................................10
REFERENCES..............................................................................................................................12

INTRODUCTION
Accommodation services refers to range of services provided by an organisation to its
staff members as to satisfy their basic needs such as Lodging, foods, conveyance, etc. a proper
management of all the accommodation services provided by a business is important to make the
company cost effective along with providing best services to its workers. Intercontinental Hotel
is one of the largest hotel of UK placed in England which was established in 1974. The study
will include a brief description about scale and size of accommodation services of a hospitality
industry and various type of ownership along with their advantages and disadvantages. It will
also provide a discussion about role of grading and online reviews over decision making. The
study also shows operations of front office within the organisation along with mission and
objective of the business. The assignment also provides information about contribution of
housekeeping department in providing accommodation services and importance of predicting
line stock and guest supplies in ensuring sufficient supply as to meet the demand. Further, the
study also describes importance of interrelationships between housekeeping and other
departments and scheduling maintenance of repair work in minimising the disturbance to guest
along with importance of security check in the hospitality industry.
PART A
Scale and scope of the accommodation services sector
Covered in PPT
Number of hotel in London on the basis of number of rooms
Number of hotel in London on the basis of number of rooms
1
5 star hotels 4 star hotels 3 star hotels
0
200
400
600
800
1000
1200
1400
1600
1800

Different forms of ownerships
Covered in PPT
Role of grading, classification system and online reviews in booking accommodation by the
potential guests
Covered in PPT
Functions and operations of front office departments in Hotel industry
Covered in PPT
Different role of front office in Intercontinental hotel
Covered in PPT
Role of front office department in enhancing guest satisfaction and gaining positive reviews
of customers.
Covered in PPT
PART B
Key roles of housekeeping department in the hotel industry
In the Intercontinental hotel, the housekeeping department plays the following role in the
hotel in order to provide effective services to the customers:
 Meeting all the requirements of each guest.
 Make themselves available for the guests whenever they are in need.
 Changing sheets of bed on daily basis.
 Providing safeguard to all guests (Noe, 2017).
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 Taking care about all necessities of customers.
 Ensuring the cleanliness in the hotel.
 Serving food and beverages to the customers as per their needs and demands.
 Ensuring the satisfaction level of the customers.
 Ensuring privacy of each guest.
In this regard, it can be evaluated that housekeeping department have an essential role in
providing satisfaction to the guests of the hotel. The quality of services provided by them affects
the satisfaction (Parmar and Dalal, 2017). All the roles of housekeeping department are
connected with the services provided by the customers. In this regard, the functions and roles of
the housekeeping department helps the intercontinental Hotel in providing quality of services and
attracting maximum amount of gusts towards the hotel.
Importance of forecasting linen stocks in the hotel
Linen stock refers to the stocks are those products that are provided by the hotel to its
guest while providing accommodation services to the customers (Alananzeh, 2018)). In
Intercontinental Hotel, the list of linen stock includes soaps, shampoos, towels, etc. Maintenance
of proper stock of these products is an essential task of the housekeeping managers.
For the purpose of maintaining proper stock of these products, the housekeeping manager
need to predict the need of these products within a specific time period (Grobelna and Tokarz-
Kocik, 2017). With the help of this prediction, manager could be able to maintain a minimum
level of stock of linen products in the hotel. It could help the hotel in providing effective services
to its guests without any interruption.
For example, the hotel have 100 rooms and each bed has three sheets that consist of 1 bottom
sheet and 1 top sheet. 100 rooms *2 sheet per bed = 200 sheets .
The linen par bed = 1*200 = 200
par linen in storage area = 1* 200 = 200
par line in laundry = 1*200 =200
one par linen of stolen items or replacement of damaged = 1*200 = 200
one par linen for emergency 1*200= 200
total number of line required = 1000 linens
par linen = 1000/200 = 5 par of linen
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Illustration 1: Mind Map
This can help the Intercontinental in maintaining the smooth flow of accommodations in
the hotel. It could lead in providing satisfaction to the customers. It can also result in
enhancement of profitability and marketability of the hotel and provide it a sustainable growth in
the near future.
Interrelationships between housekeeping and other departments of quality provision for guests
Housekeeping department of the Intercontinental Hotel helps in providing range of
accommodation services to the customers. They directly affects the satisfaction level of the
customers (Ma, Gu, Wang and Hampson, 2017). Housekeeping department plays an important
role in interacting with the customers. Therefore, maintenance of an effective interrelationship of
housekeeping department with other departments of the hotel is important for the hotel.
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Relationship with front office:
Effective relation of housekeeping with the front office of Intercontinental Hotel
identifying the quality of services to be rendered to each guest (Ali, 2016). Further, it also helps
in gaining knowledge of about room to be provided to specific guest and list of vacated rooms as
well. It helps the hotel in maintenance of cleanliness and effective management of providing
services to the customers.
Relationship with food and beverage service department
Effective relationship of food beverage department with the housekeeping members helps
in identifying the need of guests related to food and beverages and providing them
accommodation in this regard as per the requirement of the guests. In this regard, effectiveness
of relationship between housekeeping department and food and beverage service department
helps in providing satisfied services to the customers (Robinson, 2016).
Relationship with purchase departments
Intercontinental Hotel have healthy relationship of housekeeping department with its
purchase department. This relationship helps the organisation in maintaining fluent supplies of
the guests needs (Banerjee and Chua, 2016). The purchase department also helps the
housekeeping department in maintaining all the necessary elements like soaps, cleaning
equipments, room accessories, etc. this helps the hotel in providing effective services to the
guests without any interruption.
Examination of importance of scheduled maintenance and repair works to minimise the
interruption to guests
In a hotel providing accommodations services to its guests, is an important task to
schedule and maintain the repair works as to provide more effective services to the guests
without any interruption. Interruption in any of accommodation services can lead in providing
dissatisfaction to the guests.
The hotel should frequently maintain the schedule of each item provided by the hotel to
its guest during their accommodation services (Andrews, 2018). It helps in detection of the
requirements of the items in hotel with the help of which hotel can maintain the availability of
each item in order to maintain smoothness in the hotel.
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Further, maintenance of electrical items like geezers, electric cattle, fans, tube lights, etc.
of the bedroom and toiletry area is also important (Melián-González and Bulchand-Gidumal,
2017). In case any of the above item gets damaged in any bedroom or toiletry area of the hotel, it
would definitely lead in providing dissatisfaction to the guests. It directly affects the reputation
and profitability of the hotel.
Therefore, it is the most important task of the hotel to maintain the schedule of all the
required items and maintaining the repair works proper within the hotel.
For example, the hotel will make schedules for maintenance on the daily or weekly basis:
Scheduled maintenance Daily Weekly
Repair of geezer
Fans , tube lights
Cleaning
Laundry
The following table shows the information regarding the maintenance things that will be
check by hotel on daily and weekly basis.
Importance of security within a specific hospitality organisation
Security is the part of essential services of the hotel. Hotels providing security to its
guests also leads in providing customer satisfaction to them. Security includes security to guests
along with their luggage (Aguilera and Crespi-Cladera, 2016). Hotels can insert CCTV cameras
in the hotel for the sake of providing security to its customers.
Further, along with hotels, other hospitality industries are also needed to provide security
to its customers. A secured hotel also leads in attracting most of the guests towards it. Therefore,
it would also enhance the profitability of the hotel and its marketability as well.
Along with providing safeguard to the guests, an hospitality industry also needs to take
care about its own assets like cash, machinery, etc. further, the business also should provide
security to its employees for the purpose of providing a sort of psychological job satisfaction to
them.
In this regard, security is the most important element of hotels and other hospitality
organisation.
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The following are the things which are required to be kept safe :
 The luggage of guest
 guest room locking
 security of equipments
 security of people working and staying in hotel
 security of the luggage room
 Checking lock system of each room of hotel, etc.
Importance of communication of housekeeping department with other departments
Communication is the key element of resolving any dispute in the business. The housekeeping
department is the most important part of a hotel industry. This department stays in contact with
each customer of the hotel (Mao and Yang, 2016). Therefore, the housekeeping department of
the hotels need to be most efficient. For the purpose of ensuring the efficiency of the house
keeping need to be informed about each important information about the hotels and
accommodation services to be provided to its guests.
The housekeeping departments should communicate various activities and need of the
hotel, like, providing details about the demanded food and beverages by the customers to F&B
department, providing details about the rooms that are needed to be clean to the front desk, so
that they can arrange cleaning of those rooms and set the priorities in this regard as well. Further,
housekeeping department also needs to communicate all the breakage so that they could be
timely repaired by the hotel.
Each hotel involves various departments (Solnet, Boztug and Dolnicar, 2016). The hotel
should maintain a policy in which the managers of each departments like reservation managers,
foods and beverages managers, sales managers, purchase managers, etc. should maintain
frequent communication with the housekeeping manager. It can help the house keeping
managers in maintaining smooth running of all the operations in the hotel.
CONCLUSION
From the above study, it can be concluded that the hotel industry needs to maintain
several services in order to provide quality in services provided by it. There are numerous scales
and size criteria, on the basis of which hotels can classify their services as to provide them to its
customers. The hotel also need to appoint a efficient front office staff as they plays a vital role in
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the hotel. The guests interacts with the front office workers only. Further, only front office staff
directly provides services to guests of hotel. The study has also describes that the house keeping
department of the hotel has an important role in providing services to the guests of hotel. The
housekeeping manager need to have healthy relationship with each department as it directly
affects the performance of the hotel. As per the study, it is important for the hotel to maintain
policy as to have a healthy communication of housekeeping department. It would result in
maintaining smoothness in the operations of hotel. Further, it would also help the business in
eliminating insufficiency in the hotel along with providing satisfactory services to the guests.
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REFERENCES
Books and Journals
Noe, R.A. and et.al., 2017. Human resource management: Gaining a competitive advantage.
New York, NY: McGraw-Hill Education.
Parmar, S. and Dalal, P., 2017. A study of musculoskeletal disorder among housekeeping staff in
hotel industry.
Grobelna, A. and Tokarz-Kocik, A., 2017. RELATIONSHIPS BETWEEN JOB
CHARACTERISTICS AND ORGANIZATIONAL COMMITMENT: THE EXAMPLE
OF HOTEL HOUSEKEEPING EMPLOYEES. Economic and Social Development:
Book of Proceedings, pp.491-500.
Ma, S., Gu, H., Wang, Y. and Hampson, D.P., 2017. Opportunities and challenges of value co-
creation: the role of customer involvement in hotel service development. International
Journal of Contemporary Hospitality Management, 29(12), pp.3023-3043.
Banerjee, S. and Chua, A.Y., 2016. In search of patterns among travellers' hotel ratings in
TripAdvisor. Tourism Management. 53. pp.125-131.
Melián-González, S. and Bulchand-Gidumal, J., 2017. Information technology and front office
employees’ performance. International Journal of Contemporary Hospitality
Management. 29(8). pp.2159-2177.
Aguilera, R.V. and Crespi-Cladera, R., 2016. Global corporate governance: On the relevance of
firms’ ownership structure. Journal of World Business. 51(1). pp.50-57.
Mao, Z.E. and Yang, Y., 2016. FDI spillovers in the Chinese hotel industry: The role of
geographic regions, star-rating classifications, ownership types, and foreign capital
origins. Tourism Management. 54. pp.1-12.
Solnet, D., Boztug, Y. and Dolnicar, S., 2016. An untapped gold mine? Exploring the potential
of market basket analysis to grow hotel revenue. International Journal of Hospitality
Management. 56. pp.119-125.
Ali, F., 2016. Hotel website quality, perceived flow, customer satisfaction and purchase
intention. Journal of Hospitality and Tourism Technology. 7(2). pp.213-228.
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Andrews, M. and et.al., 2018. Horizontal transfer of symbiosis genes within and between
rhizobial genera: occurrence and importance. Genes. 9(7). p.321.
Alananzeh, O.A. and et.al., 2018. The Impact of Customer Relationship Management on Tourist
Satisfaction: The Case of Radisson Blue Resort in Aqaba City. Journal of Environmental
Management & Tourism. 9(2 (26). pp.227-240.
Robinson, R.N. and et.al., 2016. Attitudinal similarities and differences of hotel frontline
occupations. International Journal of Contemporary Hospitality Management. 28(5).
pp.1051-1072.
Online
Housekeeping Co-Ordination with Other Department .2018. [Online] Available Through:
<https://www.bngkolkata.com/web/housekeeping-co-ordination/>
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