Nelson College: Unit 7 Report on Marriott Accommodation Services

This report provides a comprehensive analysis of managing accommodation services, with a specific focus on the Marriott hotel. It delves into the key roles and responsibilities of the housekeeping department, including executive and deputy housekeepers, and floor supervisors, highlighting their contribution to maintaining hotel standards and guest satisfaction. The report emphasizes the importance of forecasting linen stock and guest supplies, detailing how efficient management reduces waste and optimizes costs. It explores the critical interrelationships between the housekeeping department and other departments such as the front office, food and beverage, and conference and events, underscoring the importance of effective communication. The report also discusses the significance of scheduling maintenance work and the crucial role of security in ensuring guest safety and satisfaction. Furthermore, it examines the maintenance department's function in resolving guest issues and ensuring the smooth operation of hotel facilities. The conclusion reinforces the necessity of effective accommodation service management to retain guest interest and enhance the overall brand image, summarizing the key findings and recommendations for optimizing hotel operations.

7- MANAGING
ACCOMMODATION
SERVICES

Table of Content
INTRODUCTION.....................................................................................................................................3
PART A......................................................................................................................................................3
PART B......................................................................................................................................................3
Key roles within housekeeping department.............................................................................................3
Importance of forecasting linen stock and other guest supplies...............................................................4
Importance of scheduling maintenance work..........................................................................................5
Importance of security in Marriott hotel..................................................................................................5
Role of maintenance department with the housekeeping department......................................................5
CONCLUSION..........................................................................................................................................5
REFERENCES..........................................................................................................................................6

INTRODUCTION
Managing accommodation services means such services which is to be provided to the
tourist in context of managing their staying services in country. It is necessary that tourist interest
must be satisfied at the work place so that they find such places as their home and also marketing
the particular places to other people (Ayuso, Fullana and Montcada, 2017). Present report is
based upon the Marriott hotel which was founded by J. Willard Marriott in 1957. At present they
are located in around 567 places carrying the brand image of the business worldwide. This report
will cover the matters relating to the identifying the contribution which is given by the
housekeeping department in respect of providing the effective accommodation services. It also
includes the matters relating to the role facilities and security plays within the accommodation
services.
PART A
Covered in PPT
PART B
Key roles within housekeeping department
Housekeeping department are such department in the hotels which is responsible for
cleaning, maintenance, back keeping of the areas and also carry major right and responsibilities
to keep the hotels up to date as per their brand name (Hotel Housekeeping – Introduction, 2020).
In case of Marriott hotels, they carry various roles under the hotel premises to retain the interest
of the customer for longer way such as:
Executive Housekeeper: They carry the lead role in respect of managing the employees working
under the housekeeping department. In respect of staff of Marriott hotels, the executive
housekeeping inspects and control the staff to work inn the set direction which is guided to them
(Astini, 2018). They also carry the responsibility to manage the day to day planning of the staff
so that accurate use of resources is undertaken by the staff and also task is to be accomplished
within the set time limit.
Deputy Housekeeper: They mainly carry the role in respect of reporting to the executive
housekeeper about the cleaning perspective such as all guest room are cleaned or pool side area

or public areas are well maintained (Astini, 2018). They also carry the duty in respect of
managing the resources in right manner.
Floor Housekeeper: They carry the role in respect of maintaining hygiene at the premises. In
case of Marriott hotels to sustain the customer interest, the first demand is relating to carrying
adequate cleaning of the rooms and also such hotels are situated and covered with hygienic
places.
Uniform Room Supervisor: They report to the assistant housekeeper in respect of informing
about the cleaning of the uniform which is used by the staff of the Marriott hotel. The main
strategy which they use to save water is of green certified products which results in reducing the
consistency of water once the clothes are cleaned (Brown and et.al., 2018).
Importance of forecasting linen stock and other guest supplies
In context of hotel, it is necessary to meet the customer interest and demands through
providing the products and services which fulfills their needs in better manner. In case of
Marriott hotel, it is important in forecasting linen stock so that interest of the guest is retained for
longer way (Mody and et.al., 2018). Thus, various importance of forecasting linen stock and
other guest supplies are as follows:
 This is useful in respect of fulfilling the customer needs as the customer can easily get the
products by taking less time to deliver such products by the housekeeper. Through these
aspects the interest is gained in respect of delivering the services within less time period.
As customer are attracted to get fast delivery of the services (Pramadhika and S S, 2017).
 Marriott hotels can also deal in reducing the waste in the products as only purchase such
products which are of high demand. Thus, through this manner, they manage their
budgets in right way and save the cost of the hotel.
 They also deal in saving the cost in the hotel through providing safety to the limited
products. As every product carry the expiry data and thus it is easy to manage the
products if they are less in quantity (Riley, 2018).
Importance of interrelationship between housekeeping department and other departments
Marriott hotel carry the renowned brand image in market and thus it reflects the matters
relating to the housekeeping department with various another department such as:

Housekeeping and front office: Front office department firstly interact with the guests and then
examine the basic needs which the guest wants in their room. They further convey the thoughts
to the housekeeping department and they work according to the set guidance. The further
demand which is raised by the guest to the housekeeper is to be coordinated to the front office
and thus arranged it in right manner (SMHM32, 2018). It is necessary that communication takes
place between both the department so that they can convey the right information and also the
needs and demands which is raised by the guest while preferring the particular room.
Housekeeping and Food and beverage: The guest who stays in Marriott convey their demand
and needs which they prefer in food to the housekeeper and further housekeeper deliver such
views to the Food and beverages department. In return housekeeper deliver the foods to the guest
room which carrying the accurate cleaning and hygienic utensil to serve the food (Sampson,
2018). The importance of information in these aspects is that every guest had certain choice of
preferring the food, thus if they convey the points in right manner, it enhances the interest of the
guest for longer time period.
Conference and Events and housekeeping: In this, the department convey the accurate things
and changes to be made in the banquet hall and in return expected to wear accurate uniform so
that they can present themselves in better manner (Salas-Olmedo and et.al., 2018). Through the
warm welcoming by housekeeper, they manage the events in right way and also enhances the
brand image of the Marriott hotel in larger way. The importance of communication is that, events
are to be managed and handle as per the guidance and instruction given by the clients. Thus, it is
necessary that accurate information is to be delivered to the housekeeping department so that
they work in the set directions.
Importance of scheduling maintenance work
Scheduling maintenance resulting in settling down the day to day activity which is to be
attained by the person during the time of emergency. It helps in reducing the cost in the hotel as
by not paying extra money during the time of emergency raised. Thus, after attaining the criteria
of scheduling maintenance, it results in facilitating the equipment to be maintained in good
condition and also reduces the risk in the hotel to run the business smoothly (Stansfield, 2018).
Through scheduling maintenance, it results in satisfying the customer needs by not facing any
such issues in vailing any products or services.

Importance of security in Marriott hotel
Security is the major perspective which is demanded by every guest while they are
vailing the services of the Marriott hotels. Thus, in such aspects the high coded security in
respect of locking the room with codes or providing locker facility in the room or also security in
respect of their vehicle (VAGN JENSEN, Clausen and Gish, 2018). In respect of not getting
security, most of the traveler cancel their plan regarding facing lack of security in hotels. Thus,
in such aspects high upgraded technology are used by the Marriott hotels in respect of providing
higher security and retaining their interest towards the hotel for longer way.
Role of maintenance department with the housekeeping department
The role of maintenance department in the Marriott hotel is that they carry the duty in
respect of managing the overall facilities which provide in the rooms such as toilet cleaning,
resolving the matters of lighting problems or any door related issues. The guest conveys the
problems to the housekeeping department and thus they further call the maintenance department
to repair such issues (Valtakoski and Witell, 2018). Their main motive is making the customer
happy and satisfy their needs through providing the services which is demanded by them. The
importance of communication in this department is that the changes which is order by the
housekeeping department, maintenance department had to work accurately and also convey or
set the accurate budget to accomplish such task.
CONCLUSION
From the above analyses it can be concluded that it is necessary to manage the
accommodation services to retain the guest interest towards the hotel for longer way. In this
report, the discussion is made on the bases of Marriott hotels which carries the renowned brand
image in market through serving the best services to the customers. In respect of discussing
about the role of housekeeping department, they manage the overall integrity of the hotels in
better way and also carry the interrelationship with various department. It also stated that the
importance of communication is examine which results in providing the effective quality
services to the customers. The matters are also discussed in context of security or scheduling
maintenance which reduces the risk in disruption to guest from any such perspective. It is also
discussed about the role of the maintenance in respect of ensuing the overall guest satisfaction in
Marriott hotel.

REFERENCES
Books and journals
Astini, K. T., 2018. Developing Computer-assisted Hotel Front Office English Listening
Materials for Students of Tourism School in Bali. Jurnal Pendidikan Bahasa Inggris
Indonesia. 6(1).
Ayuso, S., Fullana, P. and Montcada, E., 2017. Case study: tourist accommodation. In The
Future of Eco-labelling. (pp. 193-233). Routledge.
Belotti, R., 2016. ‘Work Related Pressures of Front-Office Employees and their effects on Job
Performance–A Case Study’ (Doctoral dissertation, Bournemouth University).
Brown, N. A and et.al., 2018. An integrative framework for investigating disaster resilience
within the hotel sector. Journal of Hospitality and Tourism Management. 36. pp.67-75.
Mody, M and et.al., 2018. Boston Hospitality Review: Fall 2018.
Pramadhika, R. and S S, H. T., 2017. An Analysis of Front Office in Supporting the Guests
Satisfaction during staying in California Hotel Bandung. Rezkyanto Pramadhika:
127010008 (Doctoral dissertation, Sastra Inggris).
Riley, M., 2018. Managing People in the Hospitality Industry. Routledge.
Salas-Olmedo and et.al., 2018. Tourists' digital footprint in cities: Comparing Big Data
sources. Tourism Management. 66. pp.13-25.
Sampson, E., 2018. Hospitality Management: An Introduction. Scientific e-Resources.
SMHM32, J., 2018. Front office Management.
Stansfield, M. L., 2018. Hospitality artisans and sustainability. Hospitality Insights. 2(1). pp.7-9.
VAGN JENSEN, A. R., Clausen, C. and Gish, L., 2018. Three perspectives on managing front
end innovation: process, knowledge and translation. International Journal of Innovation
Management. 22(07). p.1850060.

Valtakoski, A. and Witell, L., 2018. Service capabilities and servitized SME performance:
contingency on firm age. International Journal of Operations & Production Management.
Online:
Hotel Housekeeping – Introduction. 2020. [Online]. Available through: <
https://www.tutorialspoint.com/hotel_housekeeping/hotel_housekeeping_introduction.htm>.