Managing Accommodation Services: Intercontinental Hotel Report

This report delves into the management of accommodation services, focusing on the Intercontinental Hotel Group as a case study. It covers various aspects, including the accommodation services available in the hospitality sector, different ownership forms, and the role of grading and online reviews. The report details the organization and key roles within the front office, emphasizing the importance of efficient operations. It also explores the roles and responsibilities of the housekeeping department, the significance of forecasting linen stock and guest supplies, and the interrelationships between housekeeping and other departments. Furthermore, the report highlights the importance of scheduling maintenance to minimize disruptions and discusses the critical role of security within the selected organization, providing a comprehensive overview of essential management practices in the hospitality industry.

MANAGING
ACCOMMODATION
SERVICES

Table of Contents
INTRODUCTION...........................................................................................................................3
TASK 1............................................................................................................................................3
P1. Accommodation service available in the hospitality sector..................................................3
P2. The different forms of ownership available to accommodation services..............................3
P3. Role of grading, classifications systems and online review..................................................3
TASK 2. ..........................................................................................................................................3
P4. Explain the organisation of front office functions within a variety of accommodation
services.........................................................................................................................................3
P5. The key roles within the front office department.................................................................3
TASK 3............................................................................................................................................4
P6. The key roles found within the housekeeping department....................................................4
P7. Importance of forecasting linen stock and other guest supplies to ensure sufficient supply
to meet demands .........................................................................................................................4
P8. The importance of interrelationships between housekeeping and other key departments... .5
TASK 4. .........................................................................................................................................6
P9. Importance of scheduling maintenance or repair work to minimise disruption to guests.....6
P10. Discuss the importance of security with in selected organisation.......................................7
CONCLUSION................................................................................................................................7
REFERENCES................................................................................................................................7

INTRODUCTION
The management of accommodation services is related to a kind of systematic process
which is associated with effective management of various services of hospitality sector.
Eventually, the hospitality sector is one of the fast growing industry in the overall world. This is
so because all the hotels are focusing to serve their customers in an effective manner so that they
can sustain in the competition. Herein, the project report inter continental hotel group is taken.
This is one of the largest hospitality entity and their headquarter is at UK. They have 500 hotels
in other countries. As well as in the project report roles and responsibilities of front office and
different kind of accommodation services are described.
TASK 1.
P1. Accommodation service available in the hospitality sector.
Converted in PPT
P2. The different forms of ownership available to accommodation services.
Converted in PPT
P3. Role of grading, classifications systems and online review.
Converted in PPT
TASK 2.
P4. Explain the organisation of front office functions within a variety of accommodation
services.
Converted in PPT
P5. The key roles within the front office department.
Converted in PPT

TASK 3.
P6. The key roles found within the housekeeping department.
The housekeeping department has different kind of roles which are needed to be perform
by them (McDowell and Fossey, 2015). Herein, below four roles of housekeeping department are
mentioned below:
 First and important role is to provide linen in the rooms, clubs, kitchen etc.
 To give uniforms to entire staff with maintaining the investors.
 To maintain the decoration system on the floor and landscape areas.
 As well as ensure proper training and observation of entire staff of various departments.
Eventually, this department manage the cleanliness and other basic services in the rooms. As
well as resolve basic issues which are faced by the customers. In the context of inter continental
hotel group, it is necessary for their housekeeping department to manage the functions of the
housekeeping department. If this department does not work in an effective manner then
customers will not satisfy and it can impact the brand image of companies. Herein, below some
responsibilities of this department are mentioned below in the context of inter continental hotel
group:
 The work of housekeeping department should be performed on daily basis.
 There are different functions such as cleaning, interior decoration etc. are needed to be
performed by this department.
 There should be a housekeeping manager who can manage the all activities of
housekeeping department.
 Apart from it, this is essential that staff should be skilled and capable as per the
requirement.
 They should provide the services as per the need and preference of customers.
So these are the roles and responsibilities of housekeeping department.
P7. Importance of forecasting linen stock and other guest supplies to ensure sufficient supply to
meet demands
This is essential to forecast about the needed stocks so that all the activities can be
managed in an effective manner (Scanlon and Baker, 2012). Eventually, in the absence of
required stock it can be difficult for the hotels and other hospitality entities to satisfy the need

and demand of customers. Same as in the aspect of inter continental hotel group this is
mandatory for them to assess the required stock so that they can make decisions accordingly.
Herein, below importance of forecasting is mentioned below:
 Bedding supply- It is a kind of supply which includes bed sheets, pillow, mattress etc.
which are needed by the hotels for their customers. For this purpose hotels provide
telephonic services to the customers so that they can make contact with the hotel in the
case of absence these supplies.
 Hospitality tray- This tray includes coffee, tea, water, pepper, spoons, salt and many
more. With the use of this tray customers can prepare the beverage as per their suitability
and choice. So in the aspect of inter continental hotel group this is necessary for them to
provide this hospitality tray.
 Vanity tray- These types of trays are different from the above mentioned tray. It includes
shampoo, conditioner, soap etc. Like in the inter continental hotel, they provides this tray
to their customers.
 Linen stock- This is a stock which consists simple pen and note book which can be used
by the customers as per the need (Chen, 2015). Such as in the inter continental hotel
group, they provide these facilities to their customers.
Role of forecasting linen stock:
 Satisfaction of customers- This is one of the biggest advantage of forecasting the stock, it
is so because if there is availability of linen stock. Then it will be useful to provide
services as per customer's requirement. Like in the inter-continental hotel group, they
forecast future need of stock that leads to higher satisfaction of their customers.
 Saves cost of hotels- Along with, accurate forecasting of linen stock leads to saving cost
of storing materials. It is so because with the help of accurate forecasting, hotels buy only
needed goods which save the cost of storage cost. Such as in the above hotel group, they
keep stock of those material which will be needed by them.
So these are the importance of the forecasting lined stock in the context of inter continental hotel
as well as for all the hospitality sector.

P8. The importance of interrelationships between housekeeping and other key departments.
The housekeeping department is being consider as the mid point of the hotels. Basically,
this department act as the wheel which is aligned with all departments. Herein, below in the
context of inter continental hotel group relation between other department and housekeeping
department is mentioned below:
 Relationship with front office- The housekeeping department and front office both are
interrelated with each other. This is why because the housekeeping department's role is to
clean all the rooms of hotels. On the other hand, front office is responsible for offering
the rooms to the customers (Hsu, Hung and Tang, 2012). Due to relationship between
these two departments, the front office department offers only those rooms which are
clean. So it is the basic relationship between these two departments. Same as in the inter
continental hotel group, their both departments are linked with each other and due to this
they are able to manage their activities to satisfy the customers. As well as this
interrelation between these two departments lead to success of above hotel. It is so
because due to it, possibility of conflicts regarding to miscommunication about
cleanliness of rooms decrease.
 Relationship with food department- It is the responsibility of the housekeeping
department to clean the restaurant, kitchen and cooking area. Due to this the food
department can prepare the clean and hygiene food for their customers. So overall this
relationship is in the favour of the customers as well as for hotels. Same as in the inter
continental hotel group, their housekeeping department keeps the kitchen very clean and
because of this they offer quality food to their customers. Additionally, this relationship
is crucial for satisfaction of customers because due to this customers get better quality of
food.
 Relationship with security department- Apart from these relationship, the housekeeping
department keeps an extra site of eye on the activities of rooms. Due to this no one can
perform any illegal activities in the hotel. So both department including housekeeping
and security department are linked with each other. In the aspect of above inter-
continental hotel group, relation between both department help them in keeping dual
protection on activities performed by outsiders.

TASK 4.
P9. Importance of scheduling maintenance or repair work to minimise disruption to guests.
In the context of hotel industry, it is necessary to do the maintenance of rooms on time
(Mejía and Brandt, 2015). So overall, this is the key factor which is needed to be implement by
the hotels. As well as if hotels want to attract more customers then it can be done only if they
evaluate the condition of different aspects of hotel and do the maintenance on time. Such as in
the inter continental hotel they majorly focus on cleanliness of hotel as well as maintain all the
functions in an effective manner. Herein, below the importance of scheduling maintenance or
repair work is mentioned below:
 Better experience to the customers- Due to scheduling maintenance of the rooms of hotel
and other aspects, it becomes easy for the hotels to satisfy their customers. As well as due
to this, customers get a better experience. Such as in the inter continental hotel group,
they conduct proper management and maintenance of their rooms which helps them
better providing better services to their customers.
 Enhance brand image- As well as another importance of maintenance is that it is
beneficial in increasing the brand image of hotels. This is why because if customers are
satisfied with the services of hotel then it will be beneficial in increasing the brand image.
Such as in the inter continental hotel group, their goodwill will increase if they do proper
maintenance.
Except from these roles, the maintenance department has following importance in the context of
hotel industries such as:
 Importance for housekeeping- In the housekeeping the maintenance department plays
significant role such as turning of lights, heaters when room are unoccupied. Like in
above inter-continental hotel, all these roles are being played by their maintenance
department.
 Importance for rooms- Using of LED lights, switching of low flow flush toilets as well as
ensuring that toilet flappers do not have any leakage etc. are the role of maintenance
department in aspect of rooms.
 Importance for kitchen- Ensuring proper composition of waste food which can be used
for any other purpose. As well as to install those equipments which are less time
consuming and that can be beneficial for satisfaction of customers.

In the aspect of above hotel, these all roles can be beneficial for not only to them but also for
customers too. It is so because if all these will be performed effectively by maintenance
department then this will automatically lead to higher satisfaction of customers.
P10. Discuss the importance of security with in selected organisation.
The security and safety is not only essential for hospitality organisations but also for
other type of industry (Prakash and Mohanty, 2013). Such as in the inter continental hotel group,
they have many hotels in about 100 countries so it is necessary for them to conduct all the
activities with full of security and safety. As well as in the context of hospitality sector, there are
wide range of customers who are from different culture and background but stay together so it is
essential to maintain the proper security. Herein, below some kind of security are mentioned
below:
 Safety of person- In the hotels, it is necessary to provide safety environment to the person
like work staff and customers. In the aspect of staff, hotels should provide a safe working
environment as well as should provide locker facilities so that they can maintain their
privacy. While for the customers, they can provide locked rooms, safe luggage carrying
place as well as lift and other facilities. Same as in the inter continental hotel group, they
ensure the proper safety of their staff members and customers.
 Safety of external environment- The external environment consists the area through
which hotel is surrounded. It consists proper greenery, better parking system any more
services. On the basis of it customers can get a better experience. Same as in the inter
continental hotel group, they manage proper safety of the external environment.
Apart from it, some other importance of maintenance and security work is mentioned below for
above hotel such as:
 It helps to gain maximum level of efficiency by ensuring care and comfort of the guests.
 Helps in ensuring that safety and security regulations are known for all staff.
 Useful in attracting more customers because customers prefer those hotels in which there
is proper arrangement of security and safety.
 Create a good corporate image of hotels among hospitality industry if they provide better
safety and security services.

So these are the common benefits of security for the customers as well as for hotels in attracting
more customers. Same as in the inter continental hotel group, ensure proper security of their
customers and staff.
CONCLUSION
From above project report it can be analysed that for the purpose of better management of
accommodation services it is necessary to have an effective housekeeping department who can
manage the cleanliness. Along with this department's link with other departments is also
concluded. As well as the forecasting of linen stock is also beneficial for satisfying the need and
demand of customers. In the last part of report, importance of scheduling maintenance like
increasing brand image etc. are concluded along with role of security in the hospitality sector.

REFERENCES
Books and journals:
McDowell, C. and Fossey, E., 2015. Workplace accommodations for people with mental illness:
A scoping review. Journal of occupational rehabilitation. 25(1). pp.197-206.
Scanlon, D. and Baker, D., 2012. An accommodations model for the secondary inclusive
classroom. Learning Disability Quarterly. 35(4). pp.212-224.
Chen, R. J., 2015. From sustainability to customer loyalty: A case of full service hotels’
guests. Journal of Retailing and Consumer Services. 22. pp.261-265.
Hsu, T. H., Hung, L. C. and Tang, J. W., 2012. A hybrid ANP evaluation model for electronic
service quality. Applied Soft Computing. 12(1). pp.72-81.
Mejía, C .V. and Brandt, S., 2015. Managing tourism in the Galapagos Islands through price
incentives: A choice experiment approach. Ecological Economics. 117. pp.1-11.
Prakash, A. and Mohanty, R .P., 2013. Understanding service quality. Production Planning &
Control. 24(12). pp.1050-1065.