Detailed Report on Managing Accommodation Services (Unit 7) - Hilton

This report examines the management of accommodation services, specifically within the context of the Hilton Hotel. It explores various aspects of the hospitality industry, including different types of accommodation services (hotels, resorts, etc.), their scale and ownership models (independent, chain, and professional management), and the impact of classification systems, grading, and online reviews on guest decision-making. The report delves into the functions and key roles of the front office department, such as reservation, information, reception, and cash & billing. It also assesses the role of the housekeeping department, emphasizing the importance of forecasting linen stock and the interrelationships with other departments. Furthermore, the report evaluates the significance of scheduling maintenance and security measures to minimize disruptions and ensure guest satisfaction.

MANAGING
ACCOMMODATION
SERVICES (UNIT 7)

TABLE OF CONTENTS
INTRODUCTION.......................................................................................................................................5
MAIN BODY..............................................................................................................................................5
LO1.............................................................................................................................................................5
Explaining different types of accommodation services............................................................................5
Explaining the scale and size of the accommodation services within the hospitality industry.................6
Describing different forms of ownership available to accommodation services......................................7
Discussing role of classification system, grading and online reviews upon guest decision making.........8
LO2.............................................................................................................................................................9
Discussing the functions areas of front office department.......................................................................9
Discussing the key roles within the front office department..................................................................12
LO3...........................................................................................................................................................13
Role of housekeeping department in Hilton...........................................................................................13
Assessing importance of forecasting linen stock and other guest supplies to ensure sufficient supply to
meet demands........................................................................................................................................14
Evaluating significance of interrelationships between housekeeping and other key departments to
provide quality provision and services...................................................................................................15
LO4...........................................................................................................................................................16
Evaluating essentiality of scheduling maintenance or repair work to minimize disruption to guests.....16
Discussing the importance of security in Hilton....................................................................................17
CONCLUSION.........................................................................................................................................18
REFERENCES..........................................................................................................................................19

INTRODUCTION
Managing accommodation services (MAS) is concerned with hospitality industry that
refers to including all practices that can play role in increasing revenue of specific firm. The
provision of managing accommodation services includes practices related with catering, linen,
clinical, etc for ensuring staff is fulfilling their responsibilities. In current era, it is essential for
hospitality industry to have effective MAS to derive competitive advantages for sharing potential
contribution of country. The current report is based on Hilton Hotel which is UK based
organization and deals in number of services like providing accommodation, event organizing,
etc . It will include different types of services, scale , size, ownership of accommodation services
available within hospitality industry. Role of classification, grading and online review all will be
comprised in present case study. Functions & roles of front line office in specified field in
context of chosen organization will be explained in current report. Contribution of housekeeping
department through giving emphasis on roles, interrelationship, etc will be highlighted in
selected form. Importance of role regarding facilitates & security in accommodation services.
MAIN BODY
LO1
Explaining different types of accommodation services
Hospitality industry is wide sector that comprises various types of services in order to
make functioning & contribution high. It comprises hotels, apartments, bed & breakfast, luxury
lodges, boutiques, resorts, home stays, holiday parks & campgrounds, global hotel chains,
consortia based, farm stay, etc . Hospitality sector highly contribute in development of nation
through sharing majorly in GDP. For this purpose various assistance by official authorities to
increase effectiveness of these accommodation services are provided. Types of Accommodation
Services (AS) can be on site, renting, campaign, meraes and shearer’s quarters, cabins, etc. There
are various factors which impact the selection of accommodation services. It as well depend on
the trend of current scenario which is creating the boom in AS.

Forms of AS mentioned such as resorts, motels which are similar as hotel comprising
facilities like swimming pools, spa, sauna, laundry, restaurant, etc. Luxury lodges are extremely
accommodating and cater to most discerning visitors (Types of accommodation services, 2021).
Diverse range of AS that includes historic estates, cottages, boutiques providing unique facilities
in order to give good experience to customers through focusing on locations, enhanced services,
etc Tents, caravans, campervans, cabins, lodges, etc as well playing important role in increasing
range of accommodating services.
Explaining the scale and size of the accommodation services within the hospitality industry
AS refers to rooms, building, lodging, etc which provides shelter for individual or
group for relaxing, staying, etc. there are different kinds of accommodating services such hotel,
motels, resorts, etc which provides situation of being accommodated (Lukanova and Ilieva,
2019). It includes one, two, three, four, five star hotels, world class, mid range and budget or
limited services , etc The scale & size of AS with in mentioned sector can be understood widely
from the below.
This type of accommodation service that is world class services includes luxury hotel
that aims at top business executives, high ranged political parties, celebrities, etc as their target
audience. This scale focuses on restaurants, concierge, dining facilities, etc services. Another
form of scale mid range services offering 3-4 star hotel which includes various facilities in order
to make its staff very adequately, uniform kinds of services, formalized & stylish rooms and
many other. Budget and limited range of hotels which is included in AS scale focuses on
providing basic clean, comfortable, and safe, etc by targeting the audience of traveler who have
specified amount of plan for spending on their stay and dining. There high demand of this type of
AS as customers in present era, wants to spend lesser on accommodation services through
obtaining different offers, discount that can make the value affordable. In addition to this, there
are accommodation services which are largely getting expanded in current scenario to increase
industry growth. In current scenario customers are more looking more eco friendly adopted
hotels and cottage in order to give better customers services for attaining success in sector in
order to take decision regarding selection. Hospitality sector is adopting technology based
services in all its types of practices in turn success in all size & scale can be attained.

Describing different forms of ownership available to accommodation services
There are variety of ownership available in this particular industry which can be deeply
understood by giving emphasis on following points. These play important role in influencing
decision making criteria of customers.
Independent sole Ownership
An independent person is responsible for mentoring and managing of hotel in order to get
accomplishment of objectives. In addition to this, it is there are various benefits that customers
obtains from this ownership such as better improved, less costly , flexible nature of working, etc.
The reason behind these benefits is that it does not comprises complex structure of processing
that make it flexible working & less expensive due to lower people involved in performing task.
In order to make decision clients focus on all aspects like level of risk, extent of professionalism,
responsibility adherence of proprietor, etc for selecting.
Lease arrangements
Lease hotels are responsible for paying rents through getting safest course by getting
more amount of flexibility to derive smooth functioning. Rental payments are nature of this
particular type of ownership of hotels. This type of ownership based scale of hotel gives effective
services through focusing on offering all necessities fulfilling criteria like resting, dinning,
gyming, spa, etc. it become possible as lower amount of expenditure in form of rent is paid to
utilize space for conducting operational practices than investing larger amount.
Chain and group operation based ownership
It is established by indulging into practices like franchisee or buying subsidiary of high
reputed brand of hotel. Advantage that this type obtain comprises reservation, management
expertise, financial assistance, manpower specialist, and etc form of services that attracts
customers as trustworthiness in industry has been made by brand through operating on several
platforms. Clients prefer these type of services as high quality can be assured by big brands
which get the attention of target audience(Xu, 2019).
Professional management based ownership

There are various types of ownership which enables smooth processing of hospitality
industry. Professional management is one of that type of ownership which comprises
management contract to provide specialized services for monitoring hotel practices. The purpose
behind having such ownership based business is to get expertise in industry to derive desirable
position with help of expertise knowledge of professional in manner of efficient handling of
resources of organization in turn higher profitability can be obtained. These contracts are made
for five to twenty years which helps company to attract customers through providing benefits
like quality, improved and advanced services (Zontek, Zontek and Szewczyk, 2018).
Discussing role of classification system, grading and online reviews upon guest decision making
There are several distinct types of classification system such as star rating, letter grading,
online review system, etc. It includes delux, superior tourist class and economy are some basis
on which ratings are given for deriving appropriate knowledge regarding its quality of service,
prices, etc. In today's time hotel selection criteria has been changed in which clients focus on
reading and knowing experience of previous visited travelers or local residence. It gives
assistance in obtaining significant knowledge of hotel's way of working. The purpose behind
having such grading system enable the public to get details such as variety of foods available,
accommodation, management , value of money, etc so that they an take appropriate decisions.
These grading and online reviewing system in current era impact industry in both positive and
negative manner. Many times stakeholders tend to lose interest in investing due to its low ability
of providing guest satisfaction which ultimately decrease is financial health (Simpeh and
Shakantu, 2020).
Trends of present scenario which involves digital & technology, themed and concepts
based hotels, etc helps hospitality sector performer to attain higher profitability through
providing benefits like increased client's satisfaction which aids in obtaining loyal, committed
visitors. It assists in achieving more insights of buyers changing taste and preference to make
improvements (Melián-González and Bulchand-Gidumal, 2017). Inclining utilization of
technological devices like tablets, phones, etc has enhanced trend of providing feedback on all
aspects. Before making decisions regarding for booking dinning table or room clients focus on
quality, scale, size, ownerships and its rate of scale to obtain confirmation that their expectations
will be fulfilled. Star rating is given on the basis of facilities and services provided by them from
the rating committees, past guests, etc in the scale of one to five. Present digitalization allows

customers to give review on their website in form of feedback which can be reviewed by
potential customers looking for hotel to stay. From these it can be understood that trend of online
review and grading highly influence customers in both positive and adverse manner so it
becomes essential for specified organization to attain desirable outcome like profitability via
taking appropriate course of action.
LO2
Discussing the functions areas of front office department
Front office department has various functions areas that play crucial role in making
business work efficiently. Front office is found all types of accommodation service provides its
deep in on functional areas through understanding as follows in the context of hotel chain,
boutique hotel and part executive apartment.
Functions areas Hilton hotel ALILA boutique
hotel
Hyke park executive
apartment
Reservation In hotel chain like
Hilton reservation is
done by following
steps like receiving
request, confirming
with management
team through
identifying
availability and
updating with
particular client.
These particular
functional area of
front office one of the
significant part that
receives reservation
request from
telephone, mail,
online sites,
etc. ALILA' front
office uses this
function to get detail
of arriving customers
but in simple manner.
HPEA is as well has
the reservation
department in its front
office which pays
more focus on
preparing room status
report for giving
confirmation to
customers.

Information desk
section
Front office
department of Hilton
has information desk
part to give full clarity
of its staff as well
arriving clients to get
details regarding
particular query.
Being part of large
hotel chain it
concentrate on
specialisation through
providing awareness
of available facilities
In this type of
accomodation service
provider company
combines it with
reception to reduce
cost. It includes
providing keys,
coordinating with
client mail, telephone,
etc
Aparthotel majorly
focuses on
coordinaing its
functions like giving
information to
customers with
reception for
achieving objective of
smooth functioning
Reception It focuses on giving
good welcoming
services to customers
through implementing
this function in its
front office
department
ALILA pays high
concentration on
making this function
more effective
through completion of
registration
formalities and
assigning rooms
This utilizes this area
for giving insights of
upcoming clients via
sharing each
information to other
departments so that
efficiency can be
achieved.
Cash & bill Hilton hotel chain
provides services on
large scale so having
segregate this role in
company to maintain
proper recording of
It takes this particular
section for offering
accurate billing
facility to get details
of its current position
in boutique hotel
HPEA gives
concentration on
organizing arranging
foreign currency as
well along with other
activities like

monetary transactions.
It allows travelers
cheques, credit card to
give flexibility
category (Sayin and
Karaman, 2019).
recording, billing, etc
due to inclining trend
of aparthotel.
Communication
section
It give emphasis on
giving more friendly
environment through
attaining qualified,
skilled employees to
provide required data.
For this purpose
Hilton has developed
is own network
channels of telephone
lines, etc to enhance
flexibility and
security.
This boutique hotel
doesn't have such
specialized
communication
pattern as utilizes
services of specified
firm's services to get
connected with
customers.
Aparthotel as well
does not include
communicational
section in its front
office department in
form of permitting
customers to share
their queries,
complaints, reviews,
etc.
Uniformed service
section
In this specified
organization it made
up by including two
sections like bell desk
& concierge. Bell
desk in Hilton is
responsible for having
handling language,
purchasing Sundry
items. Concierge
personnel are kept
liable for making
ALILA provides both
mentioned criteria
facilities on narrow
scale than hotel chain
in turn security of
belongings like bag,
accessories, etc can be
attained.
It does not keep itself
liable for providing
such facilities through
giving concentration
on only keeping
records & security to
certain extent
regarding belongings.

reservations for
dinning, tickets for
travelling, etc
Discussing the key roles within the front office department
There are various roles and responsibilities of front office department in Hilton. The
specified organization is large chain of hotel which ahs significant functions areas such as
reservation, reception, information desk, travel desk, business centre, communication, bill &
cash, uniform services. It all areas comprises various roles like general, front office, reservation
managers & assistant, night auditors, concierge, telephone operator, etc. These all work together
to get success via achieving business objectives and goals.
The main role played by mentioned professional should have pleasant pleasure, accuracy,
loyalty, intelligence, etc competencies to meet company's mission of getting leading position in
industry through providing qualitative services. Reviewing financial accounting, night audit,
overseeing and developing employees, in house sale, implementing communication system,
training and developing competencies, etc are role of front office manager. In addition to this,
front office assistant manager interrelate its operation with sales department via supervising day
to day activities. Interviewing and hiring related candidate as well giving emphasis on solving
problems arising from guest complaints. These professionals play main role in establishing
coordination with various departments by building good relationships to achieve effective guest
handling. There are various actions taken by Hilton for responding to messages, emails, phone
calls, etc as it provides instructions of interest prospect. Clearing doubt and providing detailed
information through maintaining sustainable communication channel aids in attaining guest
satisfaction (Front Office Department, 2021). Front office manager as well trained its employees
to have significant knowledge about near attractions areas for building good relationship with
customers through developing friendly environment. With respects to this, helping clients to
achieve their visiting aim ultimately provide assistance in attaining organization mission.
Hilton has objective of attaining and retaining large number of both international as well
domestic clients to increase revenue for ensuring maximum profitability. Implementing higher