Comprehensive Report: Managing Accommodation Services - Hilton Hotel

This report delves into the intricacies of managing accommodation services within the hospitality industry, using the Hilton Hotel as a primary case study. It begins with an overview of the scale and size of accommodation services, examining different forms of ownership, including privately owned, leased, managed, and franchise models. The report then explores the roles of grading, classification systems, and online review sites in influencing guest decisions. It further analyzes front office functions, key roles within the front office and housekeeping departments, the importance of forecasting linen stock, and the interrelations between departments. The significance of scheduling maintenance, ensuring security, and the role of maintenance in guest satisfaction are also discussed. The report concludes with a critical evaluation of the importance of communication between housekeeping and facilities departments. Overall, the report provides a comprehensive understanding of the operational and managerial aspects of accommodation services.

MANAGING
ACCOMODATION
SERVICES

Table of Contents
INTRODUCTION...........................................................................................................................3
PART 1............................................................................................................................................3
TASK 1............................................................................................................................................3
Scale and size of accommodation services within hospitality industry.................................3
Different forms of ownership available to accommodation services.....................................4
The roles that, grading, classification systems and online review sites play when potential
guests look for and book accommodation..............................................................................6
Assessment of accommodation services, grading and reviews upon decision making of guests
................................................................................................................................................9
D1 : Critical evaluation of how accommodation services help in guest satisfaction...........10
TASK 2..........................................................................................................................................10
Front office functions within a variety of accommodation services....................................10
Key roles within the front office department in hotels.........................................................12
Key roles found within the housekeeping department...........................................................1
The importance of forecasting linen stock and other guest supplies......................................2
Interrelations between housekeeping and other department..................................................3
The importance of scheduling maintenance or repair work to minimise disruption to guests4
Importance of security within an organisation.......................................................................4
Role of maintenance in accommodation services to ensure overall guest satisfaction..........5
Critical evaluation of the importance of communication between housekeeping and facilities
department..............................................................................................................................5
CONCLUSION................................................................................................................................5
REFERENCES................................................................................................................................7

INTRODUCTION
Managing accommodation within the hospitality industry plays a crucial role as this is
termed to be the most largest sector with the industry of tourism. Every association within this
field deals in providing their satisfaction by rendering better quality of services so that they can
increase their visitor use of services and regular visits. As industries are growing rapidly so it is
necessary for the management of this tourist industry to provide their customers with full
satisfaction of their needs in order to remain at higher position in the market place by generating
higher amount of revenue. The assignment is based on the chosen hotel which is Hilton hotel
which is one of the leading multinational hotel in the American economy. This assignment
involves the study on the various topic such as overview about the accommodation services
along with its different forms of ownership. Apart from this the study also covers the topic
related to the functioning of the front office and housekeeping within the business so that the aim
of the hotels can be achieved in a proper manner. In this file the discussion on the significance of
the housekeeping will be addressed along with installation and safety function of the
accommodation services(Ahmad, Jabeen and Khan, 2014).
PART 1
TASK 1
Scale and size of accommodation services within hospitality industry.
The success of the hotel industry depends upon how effective and best services related to
the accommodation and other facility its furnish to its potential customers. The major purpose of
this accommodation industry is to retain their customers visits within the hotel by managing all
the accommodation services in a proper way. As the business of hospitality cover a huge market
by operating its business in different different sectors such as the business of hotels, events,
cruise line etc. so that vast areas can be covered. And the services to all the guests arriving to the
hotel can be rendered in a effective manner (Harkison, Hemmington and Hyde, 2018). The scale
and size of the hotels as compared to quantity are :
Hospitality business grows rapidly at the time of vacations as a lot of tourists visit at that
time in various cities of UK. In that case the number of hotel in UK is 700 which provides
employment to 3.2 millions of people. Contribution of the accommodation industry is huge in
UK as they place attracts a lot of tourist. Due to this the number of hotels are increasing which

has reached to approximately 9700 hotels. On the basis of various surveys it is identified that
91% of the people get their reservation done which increases the profitability of the organisation.
In most of the region of UK, the investment opportunities are so high because of more
attractive destinations. It will further grow as the innovation is taking place in the technology
and has been effici9entlty been adopted by the players in the accommodation industry.
Different forms of ownership available to accommodation services
As this industry of the hospitality is huge and there are various sectors operating in it. In
order to this the management of the accommodation is done in a various ways so that affectivity
in the management of all these accommodation services can be bring in a significant manner.
Various services which are offered by the 5 start hotel are of staying in the hotel, food is
provided to the people, they have been provided various transportation services, spa, various
recreational activities etc. Below mentioned are the forms of ownership which are available
within the accommodation services:
Privately owned hotels: This is the type of ownership in the accommodation services
where the business is privately owned and managed by a single entity bearing all the prevailing
risks and liabilities associated with the firm. In this ownership form the hotel will be managed by
a single person and all the decision in relation to the operating of business, its strategies and
policies and decisions will also be formed by the individual only. In this ownership the
dependency regarding the business success and failure is also upon the person who is solemnly
operating the firm (Hyndman and Athanasopoulos, 2018). For Example : There are people who
invest more in hotels as the industry is more attractive as the ROI is very high.
Advantages Disadvantages
 The advantage related to the privately
owned firm is that it enables the
manager of the Hotel in forming their
own decision regarding the working so
that the effective performance within
the concern can be carried out without
any disruptions and have full control
 This is disadvantage for the business
owner of the private firm as the
manager of the hotel who owned in as a
single entity can not get listed in the
stock trade market and the sale of stock
in this is also not possible due to which
the hotel has to undergo certain issues

over the business finance so that the
allocation can be done in a best
possible way.
such as in case of Hilton the same
happened.
Leased hotels: This form of ownership of hotel is the one where the owner himself gives
hotel of the lease where all the finance activities are managed and controlled the lessee to who
the hotel has been given on lease. Direct with this understanding of the lease both the person
owner as well as the lessee remains in touch for the longer duration of time and operates the
business by successful contract.
Advantages Disadvantages
 Through this the association will be at
benefit as through the contract of lease
the lessee don't have to invest capital in
the business and the capital which he
have can be utilised further for the
growth and development of the
business in the competitive market.
 This is based on the long term contract
which bound a company to pay the
specific amount for a longer time and
bear all the expenses. In become burden
on the company when the lease property
is not utilised by the company for
example the Imperial hotel has acquired
various property on lease which they
have not used (Common, Flynn and
Mellon, 2016).
Managed hotels: This form of the ownership is the one where the individual in the
market places seeks to invest in the business but due to lack of the skills and knowledge about
how the investments should be done they are not capable enough to invest. Here the person wish
to hire the management company who can easily form the decisions related to these issues.
Advantages Disadvantages
 In this the business can easily form
their decision by working with the
specialist . These specialist will allow
them in managing their cost and
 The disadvantage of this ownership
form in the accommodation services is
that the business have to face from high

resources in a effective manner so that
operating of the hotel can be done in a
best possible manner. For example :
Danny's Place.
amount of conflicts and challenges.
Franchises: in this ownership form the business allows other national and regional firm
to use their logo, protocols and the name so that the operation burden from the organisations can
be lowered down and working can be perform in a smooth manner (Cvelbar, Grün and Dolnicar,
2017).
Advantages Disadvantages
 The advantage of this ownership is that
other firm can easily enjoys the brand
name and can earn higher rate of profit
in the market.
 Here the business has to undergo higher
amount of capital investment due to
which the business have to suffer from
losses. For example : Pine lake resort.
The roles that, grading, classification systems and online review sites play when potential
guests look for and book accommodation.
While preferring the hotel these online sites plays a vital role on the basis of their
grading, classification and review of the visitors. All these factors supports the visitor in
choosing their accommodation services by checking their rating which the customers who have
already stayed in the hotel has given so that later on the customer arriving can check the grading
and form the decision to stay at that particular place by matching their own requirement. Apart
from this classification of the Hotel also have provide the customers with certain rights to choose
the hotel of their choice on the basis of its prices, services, accommodation etc. All these online
review sites has also enable the visitors in their classification of the hotel such as Tripadvisor,
Google, Agoda etc . In similar way the Customers will prefer the hotel that is Hilton on certain
elements such as essential items, primary needs, lavishness and hyper lavishness (Horwitz,
2015).. These are mentioned below as:
Essential:- Essential items are those which are the primary needs of the customers while
visiting the hotels . In order to this the manager of the Hilton must ensure that they renders their

visitors with all these essential item so that they can easily prefer and accommodate themselves
within Hilton.
Basic items : these are those items which are preferred at prior notice rather than
focusing on the accommodation of the business. These items are chosen by the customers in
order to have full comfort at the hotels. So in regard to this the manager of the Hilton must assure
that they provides their customers and visitors with the services which are costlier in comparison
to the essential one. The basic items which the Hilton render to their customers are facility of the
free Wi-Fi, extra towels and bed essentials along with the different products related to the wash
room so that the customers can experience a better service. While the services which are
provided by 4 start hotel includes better ambience, extra bedding but the services which has been
provided by a 5 star hotel varies.
Nice to have:- These refers to those which are required by the Visitor on their personal
request such as extra bed for the children or kids, kettle services so that they can prepare their tea
and milk whenever they want and coffee machines. So the manager of the Hilton must ensure
that they render these additional services which the customer asked in an effective ways so that
customer retain loyal for the firm and visits again and again in regard to experience the services
given by the Hilton (Latorraca and et. al., 2018).
Luxury:- Luxury services are those which are of extreme quality and of expensive nature and
prices which the customers prefer to have great comfort and luxury at the hotel place. The
manager of the Hilton must focus on providing the luxury services to the customers who are
willing to stay and pay more for the better services. These luxury services are Jacuzzi facility in
the wash rooms, summing pools, playing areas for kids, casino facility and premium size beds
etc.

Deluxe :- Deluxe name itself denotes that these items within the hotel industry are preferred by
high class people. These are excursively high in quality, terms and arfe rarely preferred by the
normal class due to its expensiveness. These are in expected by the customers in regard to satisfy
their need to experience the luxury in the hotel. So the manager of The Hilton must ensure that
their provide their customers of reach er section with the exclusive services of separate dining
rooms, living areas, bar facility, free all meals. Personal theatre, lounge rooms etc. Deluxe the
customers can also demand for their own personal vehicles at hotel and gaming and gym in
facility so that they can easily live their routine life and can visit next time for sure(Horwitz,
2015).

Thus, all these above mentioned are the factor which the Visitors will seeks to experience
with the Hotel Hilton.
Assessment of accommodation services, grading and reviews upon decision making of
guests
Visitor within the Hotel generally form their decision regarding the stay at hotel on the
basis of different grades, review and classification which get gets from the online site like Trip
Advisor,Google, Trivago etc. collecting review will support the customers to take decision which
hotel to stay at and which not. The guest who can meet such requirement belongs to upper class
family as have the ability top pay. So the Hilton is required to overlook all these component as
these will assist the business of Hilton in identifying the areas where they are lacking and how
those drawback can be rectified so that all the negative comments on the online sites can be
considered and rectified easily. These review system also allow the guest to form decision in a
effective manner by comprising all other hotel their facilities, prices and services so that they can
easily choose the best alternative for themselves and experience the joy at Hotels (Klein and
Gilbert, AT&T Intellectual Property I LP, 2018).

D1 : Critical evaluation of how accommodation services help in guest satisfaction
every Hotels dreams of satisfying their customers with the best of their facilities as
customers in today's market are the king who is ruling the industry. So in order to this Hotels are
more and more concerned about their customers requirement and satisfaction as they have Visit
to the Hotel to have better experience and quality time. Other than focusing on the providing of
the better quality of accommodating they also renders the services like providing them essential
services so that the customers can comfort themselves in accommodating at hotels. All these
services are comprises of free Wifi, spa, restaurants etc. so that the large number of customers
can be attracted and a firm can easily enjoy the increase customer base. So it regard to this
delivering a quality of services to the customers will help the business in meeting their own and
customers requirement within a short duration of time Noe and et. al., 2017).
TASK 2
Front office functions within a variety of accommodation services
Front office within the business is the core who are responsible for managing and
handling of all the operation which are happening within the business. Same in context of Hotel
industry too the Front office has it own vital place as they are the one who deals with the visitors
or the guest arriving at the hotel on a very prior notice. The person sitting at the front office has
huge role in managing the hotel as they control and manage all the transaction between the hotel
and the guests arriving their. Below mentioned are the functions associated with the front office:
Front office manger- Front office manager within the business environment of Hilton
are the one who are at the top position and perform various task relating to the performance of
the staff positioned at front office. They seeks to guide and train the staff available at the front
office about how to manage and control the things, how to deals with the guests, how to manage
work and operate business in a successful manner. They also seeks to keeps the record of the
personnel who perform the activity at the front desk so that their drawbacks can be seen and
training to improve those can be given within the tenure only (Hilton , 2019).
Reservation - All the business are run and managed just because of the cash which is
available within the business and is successfully managed by the Cashier. A cashier within the
business is the person who keep records of all the visitors or customers billings. In context of the
Hilton the cashier and the reservationist will look on the activity to manage the booking which

the customers have done either through manual process or either by online one. Here the
manager at cashier and reservation section will keep their focus on the collection of the cash
from the visitors on their booking, lodging accommodation and other charges related to the
transport services, parking services, valet, room services etc(Rose, 2014).
It is the job description for the role of receptionist at the front office in hotel.
Basis Description
Telephone
Operator
In this the person sitting at the reception will focus on the attending of calls
so that all the information to the guest regarding the rooms availability,
prices, offers can be given and their confusion related to the services of the
hotel can be cleared on call.
Printer Printer is used in order to print invoices, documents of the visitors visiting to
the hotel.
Safety lockers Here the manager sitting at the front desk is required to provide their guests
with safety of their luggages and other items. If in case the belonging of the
customer is lost the manager sitting at front desk will be accountable.
Reservation Reserving rooms at hotels as per the demand and need of the customers at

that particular hotel(Friess and et. al., 2015).
Cashier This is the prime function of the front office manager here they receive and
collect the amount from the customers as per their reservation with the hotel.
Thus all these above mentioned are the pointers which shows the functioning of the front office
manager within the business of Hilton Hotel
Different type of organisation: various types of organization are private, public, voluntary
whose nature depends upon the purpose with which they have been established.
Key roles within the front office department in hotels.
The front office have its on significance in the hotel industry as it focuses on giving the
best to the customers visiting inn. This sector within the hotel renders better quality of the
services to the visitors like rendering them the relevant data related to the hotel, information
about all the place for the tourists to visit, pick and drop facility of the arrivals etc. in order to
maintain their image as their first impression on the customers will be their last experience. Front
desks within the hotels holds reception, bell services, operators, executive club, guest service,
office and many other services. The manager of the front desk office is required to ensure that all
the documentation regarding the visitors or guests have been done in a proper manner so that
appropriate amount of satisfaction through these diverse policies and procedure can be rendered.
Other than this the front office is also responsible to operate daily basis activity by fulfilling the
demands and handling the issues of the customers regarding the maintenance of room ,
cleanliness, evaluating and monitoring of the front desks offices work etc. (Takahashi and et. al.,
2014)
 To maintain the office environment healthy so that increase amount of satisfaction and
comfort to the visitors cab be given.
 To furnish the customers with the facility of laundering .
 To regenerate and furnish the place of hotel by researching the hotel managers and
internal designers.
 To maintain decorations and aroma of the building so that a peaceful atmosphere can be
preserved(Temple and et. al., 2014).