HND in Hospitality Management - Managing Accommodation Services Report

This report delves into the intricacies of managing accommodation services, using Holiday Inn as a case study. It examines the key roles within the housekeeping department, including floor supervisors, desk supervisors, and linen supervisors, emphasizing their importance in maintaining cleanliness and guest satisfaction. The report assesses the significance of forecasting linen stock and guest supplies to meet demand, highlighting the benefits of customer satisfaction and minimizing inventory stockouts. It also explores the crucial interrelationships between the housekeeping department and other key departments, such as the front office, food and beverage, and purchasing. Furthermore, the report underscores the importance of scheduling maintenance and repair work to minimize disruption to guests, as well as the critical role of security in ensuring guest and employee safety. The conclusion emphasizes the need for effective housekeeping, forecasting, and security measures to achieve customer loyalty and a competitive advantage in the hospitality industry. The report references various books and journals to support its findings.

MANAGING
ACCOMMODATION
SERVICES

Table of Contents
INTRODUCTION...........................................................................................................................3
TASK3.............................................................................................................................................3
P6. Key roles found within the housekeeping department..........................................................3
P7. Assessment of importance of forecasting linen stock and other guest supplies to assure
sufficient supply to meet demand...............................................................................................5
P8. Importance of inter relationships between housekeeping and other key departments within
a organisation..............................................................................................................................5
TASK4.............................................................................................................................................6
P9. Importance of scheduling maintenance or repair work to minimise disruption to guest......6
P10. Importance of security........................................................................................................6

INTRODUCTION
Managing accommodation services are concerned with providing services to their guest
which involves overnight stay for people travelling away from home and options for people
dining outside their home. Organisation undertaken in this report is holiday inn which was
founded in 1952 and deals in hospitality industry which renders services of food, lodging,
conventions, etc. It will also discuss the role of front office department within an accommodation
services. And later part of the report will explain the role of facilities and importance of security
within an organisation.
TASK3
P6. Key roles found within the housekeeping department.
The house keeping department is one of the largest department of the hotel which is
accountable for maintaining cleanliness and healthy atmosphere. It provides maximum comforts
to the guest in the hotel which contributes in maintaining and developing the standard of the
hotel. And all this will finally lead the increasing sales and profitability. There are various roles
performed by housekeeping department in holiday inn and they are discussed below :
 Floor supervisor : They are required to perform the function of cleanliness and manages
the front end operations, delegating work to front end employees throughout the day and
assures that each customer receives fabulous experience.
 Desk supervisor : This acts as a link between main office and other departments in the
hotel. They assure that customer are given outstanding care and provides clerks with
necessary training which is required to accomplish goals and objectives.
 Public area supervisor : They perform the function of cleanliness in hotel area and it
includes public areas like hotel exteriors, lobby, corridor, banquet, locker rooms,
staircase, pool area, public wash room, etc. They also provide training and examine the
performance of public attendant that they work according to the hotel standards.
 Linen and uniform supervisor : They are accountable to oversea the team of linen and
uniform attendants towards accomplishment of operational objectives so that the
operational standards of holiday inn will be met. They manages everyday operations of
linen or laundry and assures that there are specified quality controls and manages
customer service enquiries.

Source : Housekeeping Department. 2018
P7. Assessment of importance of forecasting linen stock and other guest supplies to assure
sufficient supply to meet demand.
It is very crucial to forecast linen stock and other guest supplies to assure sufficient
supply which will meet the demand and they are discussed below :
 Increases customer satisfaction : There is need to provide customers with the products
and services which they want by forecasting and maintaining supply of products which
will maximise the customer satisfaction (Droli and et. al., 2014).
 Minimising inventory stock outs : Holiday inn will focus on realising the importance of
demand forecasting because this will help in timely managing the purchases in relation to
the timely fulfilling the sales. When time spend in warehouse is less, then this will reduce
inventory stock outs.
Linen stocks will be useful in deciding the quantity which is required by the Holiday inn.
In a hotel, different types of clothes and linen are used like bed covers, napkins, towels, table
covers, curtains, etc. So, forecasting linen stock is helpful in collection of soiled and infected
Illustration 1: Housekeeping Department. 2018

linen, processing this through the laundry after disinfection, receiving washed and clean linen,
distributing this to the different departments of the hotel according to the needs and
requirements, continuous monitoring of linen so that damaged materials can be repaired or
changed and also to make complete record of all these things.
P8. Importance of inter relationships between housekeeping and other key departments within a
organisation.
The housekeeping department does not work alone and it is interlinked with other
department in the holiday which are explained below :
Coordination between housekeeping and front office : There is strong link and coordination
between these two department as they both inform each other of changes in room status which
helps in rendering efficient room services for guest (ansen Henten, A. and Maria Windekilde,
2016). They also exchange information at occupancy levels which helps to forecast and makes it
easier to plan budget, establish stock levels, etc.
 Housekeeping and food & beverage department : Housekeeping keeps regular contact
with food and beverage department of the hotel so that they can provide uniform and
linen. They coordinate with each other for various purposes like maintaining mini bar in a
room, in collecting trays from the guest corridors, placement of fruits and chocolate
baskets, etc.
 Coordination with purchase department : This department procures items for
housekeeping such as amenities, stationary, linen, cleaning material, equipments, etc.
They convey their requirements to the purchase department via mail or notice for
purchase acquisition (Idziak and et. al., 2015).
TASK4
P9. Importance of scheduling maintenance or repair work to minimise disruption to guest.
Scheduling maintenance or repair is the most essential and regular activity in a hotel. It is
the level of maintenance which requires planning regarding allocation of significant time and
high degree of co-ordination between different departments and typically initiated through work
order. Being a big building which cover large requires effective maintenance which repair. But
organisation will have to keep in mind that the repair work is properly scheduled and customers
are not hampered or disturbed (Jaafar and Rasoolimanesh, 2015). The staff must always focus

on which areas need to be repaired. It is important so that employees can enjoy the hotel
facilities, ambience, surroundings, etc. Also there are various repair needed in a hotel bedroom
which includes, wiring of television, effective working of air conditioning, etc. which must be
done before the room is allotted to customer so that it does not disrupt their experience with
hotel.
P10. Importance of security.
The security is important for customers as well as for employees of Holiday Inn. The
hotel have to provide perfect security system to customers in terms maintaining food hygiene,
cleanness in room's appropriate emergency exist etc. The hotel must have camera in certain areas
to provide customer security from miss-happing. Employees security includes separate locker
rooms, punching machines, etc. The hotel must provide hygienic as well as healthy food to it's
customers so that safety is maintained (Killaspy and et. al.,2016). Fire alarm and smoke detector
in each guest room or in entire complex need to monitor 24 hours, 7 days a week to main safety
for customers as well as for staff. Trained security guards working 24 hours as to provide safety
to customers and employees of organisation. Emergency power in case of power cut as to
provide authenticated.
Security is much needed in the hotel for the safety of their customers, guest and cash
resources. Hotel guests wants to feel safe and secure in the hotel because it is their temporary
home and they are paying a definite amount for staying there. So it becomes the duty of the
Holiday inn to protect and safety and security of their guests.
For protecting the guest properties and hotels properties, the hotel will use effective
technologies which will detect the various harmful substances which can be brought in by the
customers or guests. This will help the hotel in protecting their properties from terror, theft, etc.
also the hotel will hire the trained security guards and uses the CCTV cameras to check the every
corner of the hotel. Cash can be protected by using more of online payment methods and also by
properly and securely keeping the cash in a properly locked areas which is unreachable to the
people and only few top people of the hotel are to be aware of this.
CONCLUSION
From the above report, it can be concluded that housekeeping department is must in
every hotel as without it, hotel would not able to fulfilled the needs and demands of the

customers. As housekeeping department is directly linked with all other departments and
maximum productivity and efficiency of hotel would be achieved if all the departments actions
are align with the goals and mission of it. Besides this, forecasting is also an area which should
be focused by hotel as it could help them to gain competitive advantage over others by reducing
their inventory cost to its minimum. Along with this, hotel have to properly maintain their
security, linen stock, quality of services so that customers would turn loyal for them.

REFRENCE
Books and journals
Jaafar, M. and Rasoolimanesh, S.M., 2015. Tourism growth and entrepreneurship: Empirical
analysis of development of rural highlands. Tourism Management Perspectives.14.
pp.17-24.
Killaspy and et. al.,2016. Quality of life, autonomy, satisfaction, and costs associated with
mental health supported accommodation services in England: a national survey. The
Lancet Psychiatry.3(12). pp.1129-1137.
Mauri and et. al., 2018. Humanize your business. The role of personal reputation in the sharing
economy. International Journal of Hospitality Management.73. pp.36-43.
Noe and et. al., 2017. Human resource management: Gaining a competitive advantage. New
York, NY: McGraw-Hill Education.
Rose, J., 2014. Working with young people in secure accommodation: from chaos to culture.
Routledge.
Navarro, S., Andreu, L. and Cervera, A., 2014. Value co-creation among hotels and disabled
customers: An exploratory study. Journal of Business Research.67(5). pp.813-818.