An Analysis of Managing Accommodation Services at The Merchant Hotel

This report provides a comprehensive analysis of managing accommodation services at The Merchant Hotel. It begins with an introduction to the hospitality industry and the hotel's services, followed by a detailed examination of the organization of front office functions, key roles within the front office department, and the essential roles of the housekeeping department. The report emphasizes the importance of forecasting linen stock and other guest supplies, as well as the interrelationships between housekeeping and other key departments such as front office, maintenance, and food and beverage. Furthermore, the report discusses the significance of scheduling maintenance and repair work, highlighting the roles of the facilities manager, maintenance engineers, and security personnel. The report concludes by underscoring the importance of security measures within The Merchant Hotel.

Managing Accommodation
Services

Table of Contents
INTRODUCTION...........................................................................................................................3
MAIN BODY...................................................................................................................................3
P4. Organization of front office functions within a variety of accommodation services............3
P5. Roles within the front office department ..............................................................................4
P6. Key roles found within the housekeeping department..........................................................5
P7. Importance of forecasting linen stock and other guest supplies............................................6
P8. Importance of interrelationship between housekeeping and other key departments.............7
P9. Importance of scheduling maintenance or repair work ........................................................8
P10. Importance of security for The Merchant Hotel..................................................................8
CONCLUSION..............................................................................................................................10
REFERENCES..............................................................................................................................11

INTRODUCTION
Hospitality is defined as the relationship between host and the guest where the guest
provides some services which includes entertainment of guests or the visitors (Kabadayi and
et.al., 2019). The Merchant Hotel is five — star luxury Hotel providing services like beautiful
luxurious spa, rooftop gymnasium, meeting and events suite and a pleasing jazz bar.
The report will identify the size and scale of accommodation services found within The
Merchant Hotel. Different types of ownership available to accommodation services will be
explained. Discussion will be reported on role that online review sites and grading systems play
when accommodation is being booked by the potential customers. Further, explanation of front
office functions within a variety of accommodation services. Furthermore, key roles within front
office department, housekeeping department and importance of security of Hotel will be
analysed. Importance of other guests’ supplies and forecasting linen will be assessed. Inter —
relationship between other departments and housekeeping will be assisted. Examination will be
done on importance of repair work or scheduling maintenance.
MAIN BODY
P4. Front office functions of organization within a variety of accommodation services
The organization of the front office department includes different organization of staff in
the hotel. The staff includes -
 The desk clerk verifies guest reservations, assigns rooms, distribute keys, communicate
with housekeeping staff, answer telephones etc. The cashier processes guest checkouts and provides changes which are required by the
guests (Bello and et.al., 2017).
 Reservation manager is responsible for taking request for rooms and the service which
are to be acquired. The night auditor maintains the balance of the financial transactions. The person also
serves as desk clerk for the night shift.
 Telephone operator at the hotel is responsible for keeping information about the
registered guest and the management staff of the hotel.
 The concierge provides information on transportation, tours and the services of the hotel.

Functions of front office in a hotel -
 Front office refers to the front desk reception in the hotel providing the basic information
needed to the customers as all the information is provided from the front office desk.
 The front office includes reservations, housekeeping and other services which are to be
rendered to the customers in their stay (Melián-González and et.al., 2017).
 The greetings and checking process is verified by the front office in the hotel which
enables their forefront function effectively and efficiently.
 The department takes care of the guests by providing them assistance during their stay,
rendering food and beverage services, providing accommodation facilities and manages
the amount paid by the guests.
Thus, the front office provides all the necessary information and services which are essential for
the guests to know about the hotel. The department ensures that the guests in the hotel do not
face any difficulties during their stay.
P5. Front office department roles
Key roles of front office department in The Merchant Hotel is as follows -
 The employees engage with the customers for the delivery of services from the front
office.
 Main role of front office is to allot the hotel rooms through an organized method of
reservation preceded by registration.
 Duty of the department is to ensure that the guests are provided with all the information
about the hotel which constitutes their reservation and allocation of rooms.
 Proper database of guests is developed and maintained by the front office department.
 Front office department deals with the queries and difficulties the guests face during their
stay at the hotel (Melián-González and et.al., 2017).
 As soon as the front office department receives all the information about their guests they
pass on that information further to the next department within the hotel for keeping
detailed records.
 Front office department also keeps contact with the sales and marketing department on
behalf of their guests.

 Employees who work in the lobby are important part of the hotel as they directly deal
with the guests.
 Front office department consist of cashier, telephone operator, night auditor, desk clerk,
porter and mailing services within the hotel.
 The housekeeping included in the front office ensures that the rooms are fresh and clean
to use by the guests.
 Reservation of rooms is done by the front office department as per their request.
 The department's role also includes filling up of forms by the guests for the reservation.
 Front office department deals with messages and phone calls and also handles the guests’
complaints.
 The department also is accountable for any accidents happening within the hotel.
Function of the front office department –
 Communication is done with the guests for handling and allotting the rooms for
accommodation.
 Guests’ registration is done along with collecting detail information of the guests.
 Assigning the availability of the rooms to the guests (Heyes, 2017).
 Ensuring the preferences of the guests in providing the services to them.
 Collecting the balance amount and preparing the guests bill.
P6. Housekeeping department’s key roles
Housekeeping is the operational department in the hotel which is responsible for
cleanliness and maintenance of rooms and the hotel along with its surroundings. Key roles
housekeeping department plays in The Merchant Hotel is -
 Housekeeping department caters to laundry requirements of the staff uniforms and guests
clothing (Koo and et.al., 2020).
 The housekeeping department provides and maintains floral decorations and the
surroundings within the hotel.
 The department coordinates for the refurnishing and renovation of the hotel or the whole
property by considering the opinions of the interior designers and management.
 Housekeeping also safeguards the lost and found articles of the guests.

 The executive housekeeper of the hotel ensures that the housekeeping staff is doing the
work well in reference with how to clean the rooms.
 The executive housekeeper ensures that maximum care and comfort is provided to the
guests during their stay at the hotel and the department functions effectively and
efficiently.
 The housekeeping department also ensures that they cordially work with other
departments of the hotel.
 The executive housekeeper provides uniform for all the staff members and enables the
adequacy of the supplies for the same.
Thus, the housekeeping department plays an effective role in maintaining the hotel surroundings
and presenting it gracefully to the guests (Darvishmotevali and et.al., 2020). This also enhances
the reputation of The Merchant Hotel which delivers the best of services and facilities to its
guests for as long as they stay. The cleanliness maintained by the hotel attracts more customers
which overall is profitable for the hotel and the industry on large scale. Along with this, hotel's
brand value is enhanced which results to more promotion and excellence grabbed by hotel.
P7. Importance of forecasting linen stock and other guest supplies
Managing Linens — It's the housekeeper's responsibility to manage linens as they are the most
important recycled items in the hotel (Kumar, 2017). Linens are considered as second most the
highest cost to the department. There are three types of linen inventories - Beds — Beds include pillow cases, mattress covers and sheets. Table — Napkins, banquet linens and table cloths.
 Bath — Bathing accessories include hand towels, wash cloths, mats and bath towels.
Linen should be in stock of the hotel so that sufficient supply is available to the guests which are
staying at the hotel. Therefore, the linen stock should be managed and kept up to date so that
there is no running short in the stock of it. One common term which is used in the hotel industry
is “one par linen” which means amount of linen which is required for guests in each room of the
hotel.
Other supplies that executive housekeeping of the hotel should manage are -
 Guest items — Extension cord, iron and iron board, adapter etc.
 Cleaning and other guests supplies.

 Equipments and uniforms.
Forecasting hotel inventory or supplies — Forecasting is referred as making predictions for
the future which are based on past and present data. This process is done on the basis by
analysing the trend which is currently been practised. Hotel accommodation utilizes forecasting
for determining the budgets and plans for the future needs (Grobelna and et.al., 2017). These
needs are based on the demands which are formed as a project while including the services
which the hotel has to offer to its guests. Therefore, Proper forecasting helps to identify the
stocks that fulfil the demands.
P8. Importance of interrelationship between other key departments and housekeeping
Importance of interrelationship between housekeeping and different departments within
The Merchant Hotel is -
Relationship between Housekeeping and Front Office — Rooms of The Merchant Hotel are
prior concern for both housekeeping and front office. Front office provides information of arrival
and departure of guests to housekeeping so that they are well-informed about guest. Front office
cannot appoint rooms until and unless they are cleansed, checked and released by housekeeping
department.
Relationship between Housekeeping and Maintenance Department — Maintenance
department of The Merchant Hotel ensures that services which are provided to guests are not out
of order (Kimball, 2019). And for this, housekeeping employees checks deficiencies in hotel
facilities like dripping pipes, malfunction in air conditioners which is directly reported to
maintenance department.
Relationship between Housekeeping and Beverage and Food Department —
Interrelationship between housekeeping and the beverage and food department in The Merchant
Hotel is mainly concerned about uniforms and the providence of linen for hotel. The
housekeeping department ensures that linen stock meet the needs of beverage and food
department.
Relationship between Housekeeping and HR Department — The HR department of The
Merchant Hotel recruits, manages and housekeeping staff (Bhatnagar and et.al., 2019). Their
salaries and wages are major concern for HR department. Different induction programmes are
being run along with promotions, training sessions and appraisals.

Relationship between Housekeeping and Banquet and Conference Department —
Housekeeping department of The Merchant Hotel takes care of when conferences, weddings and
important meetings are held in banquet and conference halls. Arrangements are being priorly
made by housekeeping staff for any such important schedules.
Relationship between Housekeeping and the Security Department —Housekeeping and the
security department of The Merchant Hotel relationship is concerned with theft and prevention
from fire also including safeguarding keys of rooms and lost articles of guests. Housekeeping
informs any of suspicious objects to security staff.
P9. Importance of scheduling maintenance or repair work
Scheduling maintenance and repair work is done by -
Role of Facilities Manager — The facilities' manager in the accommodation service ensures
that the grounds of the hotel are accommodated appropriately and properly. To meet the needs
and wants of the customers the facility manager looks after the services which are rendered to
them through hotel (Josipović and et.al., 2020). Maintenance and supervision of the daily work is
properly scheduled by the facility manager. Basic facilities and services are provided to the
guests who include security, catering, catering etc. these facilities are ensured in such a way that
they meet government rules and follow health and security standards.
Role of Maintenance Engineers — Repairing and servicing are functions of maintenance
engineers which are look at machineries to run smoothly and effectively. To protect the assets of
the hotel the maintenance engineers perform their routine work (Longart, 2020). The wear and

tear assets of hotel are corrected and repaired after guests utilize essentials which further improve
guests’ contentment for the hotel.
Role of Security Manager and Security Guard — The hotel's security is managed by the
security manager. The security manager safeguards the security of guests and the staff members
of hotel. The security staff looks at the overall operations of hotel mainly concerning its
property. Security manager in the hotel is accountable for functioning of cameras that have been
set. The security staff also provides services which fit client satisfaction and retention. Security
guards protect guests and fellow hotel employees. They patrol bars, hallways, restaurants,
lobbies etc. Thus, the repair work and scheduling minimize disruption to guests which maintains
proper flow of operations in hotel effectively.
Importance of scheduling maintenance or repair work to minimize disruption to
guests is as follows –
The maintenance engineers of the hotel works on the repairing, servicing machinery,
checking equipments and infrastructure systems and makes sure that all these processes run
smoothly and efficiently (Mutlu Öztürk and et.al., 2019). The maintenance engineers diagnose
faults, manage budgets, create proper maintainenece budgets, are responsible for breakdowns
etc. Hotel’s maintenance is up keeping with the systems and processes to run effectively and
efficiently as there are many operations and workings in the Hotel to look at. The hotel
maintenance department takes care of the necessities and processes of the hotel to work
effectively so that the guests have a peaceful stay.
Scheduled maintenance is defined as the activities which are hotel based on a formal work
order or similar document. Work orders are a key element of a communication between
engineering and housekeeping (Longart, 2020). When a work order form is filled out by the
housekeeping department, two copies are sent to housekeeping department and one copy is sent
to engineering. The maintenance staff indicates the hours that will take to complete the work,
and other relevant information. When the job is completed, a tradesperson is sent the copy of the
work that has been completed and it is also sent to the executive housekeeper. Therefore, the
repair work is done by following this process.
Role maintenance plays within accommodation services in ensuring overall guest
satisfaction as required – The maintenance services are kept up to date in The Merchant Hotel
so that the guests do not face any difficulties while they visit and have their stay at the Hotel. The

guests of the hotel will be only satisfied when their needs and requirements are fulfilled along
with what they not face is difficulties in their stay in the rooms (Arohunsoro and et.al., 2019).
The maintenance and repair work of The Merchant Hotel is ensured to be in very good position
which makes sure that the leakages and other tit bits are not there. The accommodation services
ensure the overall stay of the guests at the hotel to be safe enough so that the guests do not find
any type of difficulty during their stay or visit.
P10. Importance of security for The Merchant Hotel
Merchant Hotel provides great security systems which involves 24×7 surveillance
cameras (Ortmeier, 2017). The physical aspect of security which the hotel provides consist of -
Internal Security —
 Theft
 Safety against fire
 Providing proper lighting
 Guarding the assets of hotel
External Security —
 Providence of appropriate lighting outside building of hotel.
 Fencing of building.
 Proper fencing near pool area.
 Fixing of circuits.
Security of Guests — Security of guests include -
 Guests information security
 Protection of consumer data.
 Advancement in technology should be done for 24×7 surveillance of guests during their
check — in and check — outs (Wroten, 2020).
 For better observation Intelligent Access Control Systems must be installed.
Thus, security of guests must be prior important aspect for hotel so that image is not disrupted
and hotel functions smoothly and efficiently.
Security of Staff — Security of the staff includes -

 Providence of recruitment and selection is effectively and efficiently undertaken.
 Training sessions are provided to the staff of the hotel.
 Facilities like clean drinking water, sanitized wash-rooms are provided to the staff
members of the hotel (Chauhan and et.al., 2018).
 Various health schemes and insurance are provided to the staff.
Security of Systems and Machineries -
 Merchant Hotel uses expensive equipments in their day to day operations. These
equipments include boilers, furniture fittings, lifts etc.
 Merchant Hotel takes care of terrorism related threats, floods, fire incidents and other
security systems (Alnawas and et.al., 2019).
In this, Merchant Hotel has provided Key Card for the rooms used by guests to stay in. The hotel
takes care that rooms are locked when guests are not in there. These key cards are of great help
as each room has different key card.
CONCLUSION
Thus, it is concluded from the above report that scale and size of accommodation services
found within hospitality industry helps in knowing better services which are rendered by hotel.
Different forms of ownership were explained which were available to accommodation services.
Role of grading, Classification Systems and Online Review Sites were analysed which play an
important part in booking accommodation for guests. Front office functions were explained
along with the front office organization for accommodating services to hotel. Roles within the
front office department were viewed for The Merchant Hotel. Key roles found within the
housekeeping department were elaborated along with assessing the importance of forecasting of
linen stock and other guests supplies. Importance of interrelationship between housekeeping and
other departments was explained. Examination was done on importance of scheduling
maintenance or repair work to minimize disruption to guests. Importance of security in Merchant
Hotel was defined effectively and efficiently.

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