Report: Managing Accommodation Services and the Hilton Hotel's Role

This report provides a comprehensive analysis of accommodation services within the hospitality industry, using the Hilton Hotel as a case study. It delves into the introduction of the hospitality industry and how the accommodation sector contributes to it, exploring various types of accommodation services, including hotels, B&Bs, motels, and inns, and differentiating between commercial and non-commercial enterprises. The report examines different ownership forms relevant to accommodation services, such as franchise, privately owned, leased, and managed ownership. It also evaluates the role of grading and classification schemes in influencing visitor choices and booking decisions, as well as the impact of online review sites like TripAdvisor. The report further investigates the key functions of the front office, its roles in meeting business goals, and its contribution to positive reviews, profitability, and guest satisfaction. Part 2 of the report focuses on the roles of the housekeeping department, including forecasting linen stock and guest supplies, and emphasizes the importance of maintenance, security, and communication between housekeeping and facilities departments to enhance guest satisfaction.

Managing Accommodation
Services

Table of Contents
INTRODUCTION...........................................................................................................................3
PART 1............................................................................................................................................3
a) Introduction to hospitality industry and how sector of accommodation assist in contributing
to respective industry..............................................................................................................3
b) Kinds of services of accommodation along with difference among commercial as well as
non-commercial enterprise ....................................................................................................4
c) Several types of ownership forms which are relevant to services of accommodation.......6
d) Grading and classification scheme along with evaluating their role which they have played
while actual visitors are looking for and booking accommodation........................................7
e) Role played through online review sites like TripAdvisor whenever actual visitors is
looking for and booking accommodation...............................................................................9
f) Main Function of Front Office in relation with three kinds of accommodation provider 10
g) Key roles of Front Office department in order to meet business goal and objective of
organisation..........................................................................................................................11
h) Critically evaluates role of services of accommodation as well as Front Office in order to
achieve positive reviews, profitability and enhanced guest satisfaction..............................12
PART 2..........................................................................................................................................13
a) Main key roles of housekeeping department and their interrelationships among
housekeeping as well as other departments in order to render quality provision and services13
b) Role of forecasting linen stock and other guest supplies in order to manage concern....14
c) Explain and evaluate importance of maintenance and security to overall guest satisfaction
..............................................................................................................................................14
d) Critically evaluate significant of communication among housekeeping as well as facilities
department in order to provide high and effective quality accommodation services which
helps in meeting overall guest satisfaction...........................................................................15
CONCLUSION..............................................................................................................................15
REFERENCES..............................................................................................................................17

INTRODUCTION
Accommodation management is defined as service in which business offers
accommodation are managed in proper and effective manner (Agutter and Kevin, 2018). The
services related to managing accommodation are required in both private as well as public
sectors. Establishments such as conference centres, government care homes, hotels, cruise ships,
hospitals, housing associations requires management services which would see monitoring of
each and every facility. It is needed where individual sleeps, eats and requires basic shelter. The
person who manages accommodation are called accommodation manager who are liable for
overall activities related with living. It is very important for hospitality sector to have proper
accommodation management so that they can attract large number of tourists in an effective and
efficient manner. The person visit various places needed proper accommodation so that they get
better experience of their tour. The report is divided into two parts where organisation chosen is
Hilton Hotel which was founded in 1919 headquartered at McLean, Virginia, U.S. It is regarded
as global brand which is operating in six continents and 85 countries. The main aim of report is
to explain various kinds of services of accommodation that are presented in hospitality sector. It
has covered roles of front office department under services of accommodation. It has also discuss
about contribution of housekeeping department in order to provide high quality accommodated
services to guests and visitor. The hospitality sector should have proper maintenance and security
department to provide safety to their guests.
PART 1
a) Introduction to hospitality industry and how sector of accommodation assist in contributing to
respective industry
Hospitality industry is defined as business that is liable for providing accommodation and
services of foods in different places like resorts, conference centres, hotels, amusement parks,
theme and so on (Burton and Kellaway, 2018). This is considered as part of huge enterprise
which is called travel and tourism industry. This industry is vast group of business having
common goal to provide relevant or desired services to guests, visitors, travellers. The tourism
and hospitality rose to become two largest global industries at marketplace. Non commercial
institution focus on providing lodging and food to the people who are availing services of hotels.

This is regarded as fastest increasing industry at marketplace that assist in contributing towards
rise in economic development of nations.
This contains five various areas of hospitality sector like events, food services, hotels,
travel & tourism, luxury services and others (What are the 5 Different Sectors of Hospitality
Industry, 2019). Out of which, accommodation sector is the most essential part of hospitality
industry which focus on providing high quality hotels, rooms, living place to visitors and guests
in an effective and efficient manner. The accommodation is also called lodging, staying at hotel
which rise from luxurious hotels to lavish camp-grounds and resorts. The accommodation ranges
from breakfast & bed accommodation and business to another services and assist that are offered
after lodging. Here, services which is provided to guests, visitors is regarded as critical part in
providing services related with lodging. There are three things which are very important out of
which accommodation is the first and transportation and food are other significant factors. In
current scenario, more focus is provided for improving housing happening of individual while
travel across world. The primary kind of accommodation as well as hotel services are suites,
resorts and lodging. In lodging, group focus on travelling from one to another place where they
need place for sleeping. Shelter will keep visitor safe from nature, disasters and so on. It resulted
into reservation of rooms as well as lodges by people for their staying. Apart from general
lodges, hotel provide luxury suites for staying which are suitable and expensive in nature. The
third service is resorts which is popular among travellers.
The supply of accommodation directly influence on development and success of tourist
destinations which contributes to tourism improvement objectives and plan. It is very essential
for accommodation sector to ensure and provide with premium facilities as well as services to
their people and guests in order to attain set goal and objectives in an effective and efficient
manner. Therefore, in this way, accommodation sector contributes in development of hospitality
industry.
b) Kinds of services of accommodation along with difference among commercial as well as non-
commercial enterprise
Individual are travelling from one location to another in order to spend their pleasure time
with family, friends, relatives to gain better experience where they want safe and happy staying
(Carrim, 2016). This is significant for hospitality industry to supply with appropriate

accommodation services to their invitee, visitors and other so that they create good experience.
The various types of settlement work found within hospitality sectors are described below:
Hotel- The highly tourist destinations places and cities offers hotel for accommodation
and lodging to ample size of consumers, guests. Hotel focus on supplying maid services,
television set, gyms, restaurants, game centres, private rooms, bathrooms and so on. Opening
hotel requires cost that depends on amenities and size and compared with standard system of
rating. It is regarded as great place for hosting business functions and events. These hotels can be
from one to seven or more star depending upon place where it has operated its business. The high
class hotels in Bay Area are Rosewood San Hill in Menlo Park, Park Hotel & Spa in Lafayette,
Fairmont in San Francisco (Hospitality 101: Different Types of Accommodation and Marketing,
2016). It includes features like living rooms, concierge, work desks, 24 hours receptions, pool,
fitness and other facilities.
Bed and Breakfast (B&Bs)- In this type of accommodation, people should be provided
with warm place, home cooked food in morning time at their bed. In order to start B&Bs, money
will required which will be returned in future time period. The up keeping and maintenance is
not very expensive and easy as comparing to larger hotels. Historical and Quaint building assist
in making delightful B&Bs like Churchill Manor in Napa and Mill Rose Inn.
Motel- It maintain demographic target that consists of travellers on long distance journey
(Celata, Hendrickson and Sanna, 2017). This is similar to hotel which offer minimum services
and amenities. The motel rooms has parking too for easy come and leave access. It is less
expensive for operating which provide less leisure activities and amenities which are just place
for spending night off road. Example of motels includes Motel 6 and Super 8.
Inn- It is the place of warm food, safety and comfort for weary travellers. This is found
near highways or country road who are looking for one or two night stays. It is among the size of
motel and hotel in respect of space, amenities and is more comfy than normal staying or
building. The travellers who go for long journey requires temporary place for staying or sleeping
before continuing on their travels.
Hostel- It is the place provided to travelling wanderer who want to stay on limited
budgets. This is shared living place where visitors or guests has to mingle with other travellers. It
is cheap in nature as requires less cost for running. It is opened in that places where facilities and

services are easily available to visitors or guests. The features of hostels are affordable bed
options, free Wi-Fi, good location and so on.
The distinguish between commercial and non-commercial businesses are as follows:
Basis of Differences Commercial Businesses Non-commercial Businesses
Meaning The enterprise that is working for
earning profit in which profits are
distributed among owners of business
at end of financial years (Tussyadiah
and Zach, 2017).
The enterprise that is not
working for earning profits in
which profits are not distributed
among owners at end of financial
years.
Types It includes sole proprietorship,
limited company and partnership.
This includes NGO's, trusts and
cooperative institutions.
c) Several types of ownership forms which are relevant to services of accommodation
The kind of ownership is defined as relation of an owner to things which are possessed
and possession with transferring to others. There are various types of ownership forms which are
presented under accommodation services and are classified into four parts. They are described
below:
Franchise Ownership- It is the ownership where accommodation will be welfare from
acknowledgment of brand by their consumers, national marketing and business model (Types of
Hotel Ownership, 2019). The respective hotel has to take approval from main branch and start
their franchise under the guidance, rules and regulations of main branch. If respective hotel or
accommodation service is popular among users then it has positive plus point for business.
Privately Owned and Operated Ownership- It is the kind of ownership that supply
proprietor freedom but they have to face biggest risk (Common, Flynn and Mellon, 2016). They
are independent for making decisions on growth, staff, operational structure but does not carry
welfare of brand value with them. The respective organisation can classify their accommodation
on operated and privately ownership.
Leased Ownership- Such types of ownership possess hotels which are also known as
privately owned but accommodation or building of hotel belongs to other people. Such
ownership is provided for long terms basis to their individual. For such, lessor will pay rent for

premises for given time period on monthly or annual basis. It is the easy kind of ownership
which is accessible to accommodation services.
Managed Ownership- With rise in trend for new hotels, each of them goes for franchise
while existing hotels adopt managed route. In this existing privately owned hotel partners having
recognised brand name with experienced one. They have to managed each and every activities
and operations in an effective and efficient manner. The managing hotel has to pay charges or
royalties which is based on total revenues.
Therefore, these are various types of ownership that are available to accommodation or
hotel services. This make work easy and conduct business action and operations in an effectual
as well as businesslike mode.
d) Grading and classification scheme along with evaluating their role which they have played
while actual visitors are looking for and booking accommodation
Hotel grading and classification indicate standard of hotel which is offered to available to
destication and ability for purchasing accommodation in order to meet expectation on time.
These classification and grading of hotels assist in informing consumers about how to recognise
choice, distinguish phase of facilities, services and offering lesser transparence (What are the
benefits of grading and classifying hotels, 2019). This is the requirements of both leisure and
business tourists. The grading and classification is beneficial for tourists, hotels and tourism
industry. This system provide benefits to tourists in terms of helping consumers to search better
hotels of high standard which is required to them. It also provide benefits to hotels in terms of
allowing target and design of training activities, demonstrating commitment to quality and
others. Tourism industry is benefited that allow monitoring of hotel inventory and
accommodation standards.
This is significant for hotel industry to give appropriate accommodation facilities which
is required to users, guests in an effectual as well as prompt way. The role which are played by
them when actual invitee looking for and booking accommodation are as follows:
Elements Description Examples Roles of grading,
classification system
and online review
sites

Essential This is the most necessary
requirements of guests or
visitors while they do
booking of accommodation
through offline or online
mode (Tussyadiah, 2016).
Without essential things, it is
not possible them to live in
proper manner.
The example of
essential elements are
water bottles, bed,
toothpaste, toothbrush,
towels, soap and
others.
The essential
components of Hilton
Hotel are graded as A
and classified in an
appropriate manner. It
has excellent online
review.
Basic It is defined as those
components which are basic
in nature and should be
possessed by every
accommodation or hotel
rooms for their visitors,
guests and other.
The basic example
includes parking
services, check in and
out, internet and so on.
The basic elements of
Hilton Hotel are
graded and classified
as high class service.
Nice to have There are many things which
guests like to have at their
accommodation for gaining
better experience from that
place (van der Voordt and et.
al., 2016).
The example of nice to
have elements includes
proper fooding,
lighting, parking,
gaming and so on.
The Hilton Hotel is
graded and classified
as luxury hotel at
market place that
provide better
experience to their
consumers in an
effective and efficient
manner. The review of
customer is superb in
their online website.
Luxury It is defined as high and
royal class services to their
visitors, guests in an
The examples of
luxury accommodation
includes kitchen, bars
It is luxury hotel
having all facilities and
graded as A category.

effective manner at
accommodation. These
services are luxurious in
nature.
within rooms along
with high quality
services of bed and so
on.
Hyper Luxury The services which are
deluxe in nature and are
provided at accommodation
is called hyper luxury (Wirtz
and Lovelock, 2016).
Example of hyper
luxury are swimming
pool, golf and so on.
Hilton Hotel is graded
and classified under
hyper luxury hotel and
rated as excellent
quality hotel.
e) Role played through online review sites like TripAdvisor whenever actual visitors is looking
for and booking accommodation
Online review sites are very important which plays vital function in attracting large
number of consumers towards hospitality industry (Gibson and Parkman, 2018). While planning
for any tour or visit, visitors or travellers go through online reviews and avail services of that
organisation for positive outcomes. Here, Trip Advisor is world largest travel site which is
accountable for 25 percent of all reviews of hotels from top 10 sites. For hotels at popular
website, interaction among consumers provide financial benefits. Trip Advisor can increase
revenue of hotel industry through proper interaction with them in an effective and efficient
manner.
The review of customers appear at numerous location crosswise web considering online
travel agents, social media and website. The most important sites such as Trust You and Trip
Advisor are regarded as most used online sites for travellers. There are 6 statistics which plays an
effective role about online reviews such as 88% of guests filtrate edifice having star rating below
three, 32% decline rating having below four, 96% review essential while investigation hotel,
79% will read among six and twelve before making purchase decision, 85% agree about
profound outcome to revaluation will create better impression of hotel and so on (How to
influence travellers: Why reviews are the golden egg at your hotel, 2019). Online review site has
become very important nowadays for consumer while doing booking for accommodation. The
two types of guest provide their reviews at online site one who is eager in praising and other who
aims in criticising it. Both of them require similar type of approach. These people should be

responded in friendly, calm and thoughtful manner. Also there are third category of travellers
who does not put any comment. If rating of such site is high then there is increase in number of
visitors towards place. For enhancement of hospitality sector, it is very essential to have positive
review and feedback from visitors who have already availed services from them. It is important
to improve and manage hotel's online review so that business get long term success and growth
at marketplace in an effective and efficient manner. The reputation of hospitality industry assist
in influence bottom line of business.
Online reviews plays essential role in hospitality and travel services. These are regarded
as more trusted collection of data and information next to word of mouth done by family,
relatives, close friends and so on. They are also called execution measures which assist in
maintaining reputation. There are much than 100 million reviews that are written across internet,
81% of traveller reviews are positive and more than 75% of new review are online written in
every minute (The Impact of Online Reviews on the Hospitality Industry [Infographic], 2019).
While doing online booking for accommodation, the travellers read other review and accordingly
book their rooms and chose hotel or accommodation places. Social media platform plays crucial
role in attracting large number of consumers in an effective and efficient manner. Therefore, in
this way, online review sites assist potential guests while doing online booking for
accommodation at different places.
f) Main Function of Front Office in relation with three kinds of accommodation provider
Front office is defined as front desk or core operations or reception area department of
hotel industry (Höykinpuro, 2018). It includes front desk, reception, reservations, marketing,
sales, concierge and housekeeping. It is the department where customers has to do first
interaction with their consumers in an effectual as well as prompt mode. Front office department
has various functions in context to types of accommodation provider. Here, accommodation
provider is defined as person who focus on providing accommodation for remuneration or who is
accommodating more than five global nationals rather than provider and foreign national are
considered as being in close relationship. The purpose of front office in context to various kinds
of accommodation provider are as follows:
Function of Front Office in Hotels
The front office in Hotels has to sell rooms, coordinates with guests, providing
information about hotels, maintaining accurate room status information, producing financial

statements and so on (Killaspy and et. al., 2016). The respective hotel front office has to assist
accommodation provider such as hotels in proper manner.
Function of Front Office in Resorts
The front office at accommodation provider such as resorts has to serve their guest during
online and offline, provide them with their room keys and so on. All the guests who are coming
at resorts has to provided with better experience.
Function of Front Office in Bed and Breakfasts
It is the function of front office to inform about bed and breakfasts to visitors in advance
while they do booking of accommodation services so that they are aware about it. This can assist
visitors to avail services from particular places.
g) Key roles of Front Office department in order to meet business goal and objective of
organisation
Front office department is regarded as first department which is noticed by visitors when
they enter into hotel place. This department is liable for sale of hotel room with systematic
method of doing reservation followed through registration. The revenue which is collected from
selling of room contributes more than 50% of total hotel sales (Front Office Department, 2019).
It is only department which has both first and last point of content of each and every hotel. This
department assist in building image in front of guests, visitors and others. The respective
department is called never centre which assist in maintaining and developing database of guest,
services of visitors, information and guest satisfaction. Front office department is known as
major source of guest information and liable for maintaining guest records. This assist in logical
connecting link among hotel management and guest. It holds prime importance from viewing
basic nature of establishment which start from selling room and collecting revenue during arrival
and departure of visitors. The main role of front office is reserving, receiving, allocating rooms
to guests and acting continuous information to guest during time of staying at hotel. The key
roles of front office department in meeting organisation's business objectives are described
below:
 Hilton Hotel front office department has to do reservation of rooms as per requirements
of guest in an effective and efficient manner.
 When guest arrive at hotel front office has to receive them and assist them in completing
registration form in proper manner.

 Each and every information has to be provided to guests and deals with their phone calls,
messages and so on.
 Front office of Hilton Hotel has to handle complaints of guests and act accordingly.
 They have to play role of preparing arrival and departure lists of all guests, visitors and so
on.
 This department has to control and handle room keys of guests and visitors in proper way
for positive outcomes.
 They have to deal with unseal events and accidents which may happened in hotels.
 Front office department has to assign room along with keys to arrival guests.
There are various manager under front office department such as front office manager,
reservation, lobby, assistant, front office supervisor, receptionist and so on who possess various
roles and responsibilities for carrying work in respective hotel (Losada and et. al., 2017).
Therefore, it is very important for Hilton Hotel to have skilled and capable front office manager
to carry out work and operations in an effective and efficient manner for achievement of business
goal and objectives. Each of roles has to be played by respective department for positive
outcome and serving consumers in proper manner.
h) Critically evaluates role of services of accommodation as well as Front Office in order to
achieve positive reviews, profitability and enhanced guest satisfaction
Accommodation Services is defined as satisfying need or providing services in terms of
food, lodging, travelling space and so on (Ma and et. al., 2016). There are several types of
accommodation services such as hotels, guest houses, hostels, apartments, resorts and so on.
Each of them has their own roles to serve guests in an effective and efficient manner. It is very
important to provide each and every facilities to visitors or guests in proper way so that goal and
objectives can be attained. As per view of article, role of accommodation service is to provide
high quality rooms to guests along with free Wi-Fi, social atmosphere, 24 hour reception
facilities and so on. In context of guest house, accommodation service role is to provide with
homely environment, cooking facilities, food options, Wi-Fi access, great for cultural stays and
so on. The accommodation service role is to provide apartments with modern & well equipped,
washing machines, bedroom, kitchen, living spaces, greater for long stays and so on.
Front Office is defined as nerve centre of hotel which assist in welcoming guest, carrying
their luggage, helping them for register, giving them room keys and mails and so on (Martin-

Fuentes and et. al., 2018). They are regarded as very important person of any industry. As per
article, the role of front office is to deal with guest and their complaints and queries, arranging
staffs shifts, assist during their check in/out and so on. If front office of respective hotel work in
diligent manner and assist guests in proper manner then they can enhance their profits. The main
motto of hotel industry is to enhance guest satisfaction by providing them with required facilities
to them in proper way which leads to increase positive reviews and profitability of business.
Therefore, in this way, accommodation services and front office has to play role to
achieve positive reviews, profitability and enhanced guest satisfaction in proper manner. Both
has to work together to achieve positive outcomes.
PART 2
a) Main key roles of housekeeping department and their interrelationships among housekeeping
as well as other departments in order to render quality provision and services
House keeping department is defined as operational area which is liable for maintenance,
cleanliness, back and public area, surroundings and so on. It main function is to provide guests
with clean, comfortable, attractive and welcoming surroundings which offer value for money
(Role of Housekeeping in Hospitality Industry, 2019). Each and every department has to
maintain clean and healthy environment for positive outcomes. The four different key roles
found within housekeeping department in Hilton Hotel are as follows:
 The respective department at Hilton Hotel achieve high efficiency by providing comfort
and care to guests in smooth manner.
 They play role of establishing welcome atmosphere and ensuring courteous, reliable
service from each and every staff.
 They have to provide uniforms to each and every staff and maintaining adequate
inventories all the time.
 Catering requirement of laundry at hotel linen, uniforms of staffs and guest clothing.
Housekeeping has interrelationships with other key department in order to provide
quality provision and services which are as follows:
Housekeeping Coordination With Purchase
The purchase department assist housekeeping in buying different items required in
respective departments like room stationeries, cleaning agents, supplies and so on (Housekeeping
Co-Ordination with Other Department, 2019).

Housekeeping Coordination With Human Resource Management
Housekeeping has to coordinate with personal department in order to recruit staff, issuing
their identity cards, locker promotion, confirmation and others. It is important for both
department to work together for positive outcomes.
b) Role of forecasting linen stock and other guest supplies in order to manage concern
In hotel industry, it is very important to forecast stock for their guests so that problems
would not arise in future time period (Medlik, 2016). Some of the role of forecasting linen stock
are as follows:
 Requirement of inventory in terms of materials, resources in an effective and efficient
manner.
 Estimation of inventory in advance to avoid future problems.
 Ordering of inventory required in business in proper manner.
 Supplying stock or inventory to each and every customers, guests which is required to
them in proper manner.
c) Explain and evaluate importance of maintenance and security to overall guest satisfaction
Maintenance and security involves various duties like inspection and repairing of various
heating and cooling systems within a hotel (Noe and et. al., 2017). The maintenance department
is also responsible for repairing and maintaining the equipment such as doors, roofs, windows
etc. whereas security refers to protection of important files and data as well as assets of the
company.
Hilton takes its maintenance and security as an important function as management and
maintenance of processes supporting the main business is essential. Maintenance of the systems
not only improves the efficiency of the systems but also reduce the operating costs. Every hotel
including Hilton has a dedicated team that works towards securing the important data and files.
The hotel uses energy efficient methods and appliances so that more power is saved and
there is no major harm to the environment (Perić, Đurkin and Wise, 2016). Also, the security and
safety systems in a hotel must be focussed towards the guests, employees, guest luggage and the
hotel equipment. Hilton has special security guest luggage rooms with luggage trolleys provided
to the guests to carry their luggage from the reception to the rooms to ensure that the luggage is
not damaged while transportation. The hotel is one of the most trusted brands in the hospitality
industry and among its competitors. Hilton also has the best technology used and CCTV cameras

installed all around the hotels and also on all the floors within the building so that any uncertain
circumstances can be avoided. The hotel not only gives importance to its guests but also has
distinct policies and takes measures to ensure employee safety and security. Hilton has
introduced a new system of providing its guests with mobile keys since most of the guests carry
smart phones along with them at all times. This gives them access to use different hotel
amenities like the pool, gym, spa etc. The system has been effective in avoiding people who are
not staying at the hotel as paying guests from using hotel properties.
Large variety of maintenance work is needed within hotel premises like maintaining all
the equipments like heaters, refrigerators, televisions, plumbing e.t.c (Riccucci, 2018). Hilton
hires candidates with good morale and knowledge who also have excellent communication skills.
Selecting and hiring such candidates is one of the factors for the guests' satisfaction among many
others.
d) Critically evaluate significant of communication among housekeeping as well as facilities
department in order to provide high and effective quality accommodation services which
helps in meeting overall guest satisfaction
According to opinion of Rogerson and Rogerson, 2019, communication plays an
effective role in each and every department and industry for positive outcomes. It is significant to
maintain proper communication among housekeeping and other department to provide high
quality accommodation services for meeting guest satisfaction. Here, housekeeping department
are responsible to see cleanliness, comfort of industry by coordinating with each and every
department such as human resources, purchasing, front office and so on (Temple and et. al.,
2016). The respective department is liable for overall growth and success of hotel industry as
guests, visitors prefer hygiene and high quality services during their staying or accommodation.
CONCLUSION
The report concluded that it is important to manage accommodation at hospitality
industry. Respective industry contribute in development and growth of economy at marketplace.
The accommodation services such as hotels, motels, hostels and so on plays effective role in
providing services to guests in effective manner. With classification, grading and online review
site assist guest to make plan for tour and avail facilities. Front office,, accommodation service,
house keeping department, all plays an effective role and responsibilities in hotel industry for

positive outcomes. It is important to have proper maintenance and security at hotel industry so
that guests and visitors avail facilities from hotel or get food accommodation.

REFERENCES
Books and Journals
Agutter, K. and Kevin, C., 2018. Lost in translation: managing medicalised motherhood in post-
World War Two Australian migrant accommodation centres. Women's History Review.
27(7). pp.1065-1084.
Burton, M. and Kellaway, M., 2018. Developing and managing high quality services for people
with learning disabilities. Routledge.
Carrim, N. M. H., 2016. Managing religious diversity in the South African workplace. In
Managing Religious Diversity in the Workplace (pp. 135-158). Routledge.
Celata, F., Hendrickson, C. Y. and Sanna, V. S., 2017. The sharing economy as community
marketplace? Trust, reciprocity and belonging in peer-to-peer accommodation
platforms. Cambridge Journal of Regions, Economy and Society. 10(2). pp.349-363.
Common, R., Flynn, N. and Mellon, E., 2016. Managing public services: Competition and
decentralization. Elsevier.
Gibson, P. and Parkman, R., 2018. Cruise operations management: Hospitality perspectives.
Routledge.
Höykinpuro, R., 2018. CUSTOMER VALUE ON SAFETY AND SECURITY ISSUES IN
ACCOMMODATION SERVICES. In Faculty of Tourism and Hospitality Management
in Opatija. Biennial International Congress. Tourism & Hospitality Industry(pp. 134-
142). University of Rijeka, Faculty of Tourism & Hospitality Management.
Killaspy, H. 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.
Losada, N. and et. al., 2017. Senior tourists’ accommodation choices. International Journal of
Hospitality Management. 66. pp.24-34.
Ma, J. and et. al., 2016. Attention, emotion and hedonic service experiences: Managing and
delivering services in the Asian century. Worldwide Hospitality and Tourism Themes.
8(1). pp.53-60.
Martin-Fuentes, E. and et. al., 2018. Modelling a grading scheme for peer-to-peer
accommodation: Stars for Airbnb. International Journal of Hospitality Management.
69. pp.75-83.
Medlik, S. ed., 2016. Managing tourism. Elsevier.
Noe, R. A. and et. al., 2017. Human resource management: Gaining a competitive advantage.
New York, NY: McGraw-Hill Education.
Perić, M., Đurkin, J. and Wise, N., 2016. Leveraging small-scale sport events: Challenges of
organising, delivering and managing sustainable outcomes in rural communities, the
case of Gorski Kotar, Croatia. Sustainability. 8(12). p.1337.
Riccucci, N., 2018. Managing diversity in public sector workforces: Essentials of public policy
and administration series. Routledge.
Rogerson, C. M. and Rogerson, J. M., 2019. Tourism and Accommodation Services in South
Africa: A Spatial Perspective. In The Geography of South Africa (pp. 213-220).
Springer, Cham.
Temple, P. and et. al., 2016. Managing the student experience in English higher education:
Differing responses to market pressures. London Review of Education. 14(1). pp.33-46.

Tussyadiah, I. P. and Zach, F., 2017. Identifying salient attributes of peer-to-peer
accommodation experience. Journal of Travel & Tourism Marketing. 34(5). pp.636-
652.
Tussyadiah, I. P., 2016. Factors of satisfaction and intention to use peer-to-peer accommodation.
International Journal of Hospitality Management. 55. pp.70-80.
van der Voordt, T. and et. al., 2016. Value Adding Management (VAM) of buildings and facility
services in four steps. Corporate Real Estate Journal. 6(1). pp.42-56.
Wirtz, J. and Lovelock, C., 2016. Services marketing. World Scientific Publishing Company.
Wood, R. C. ed., 2017. Hotel Accommodation Management. Routledge.
Online
Front Office Department. 2019. [Online]. Available through:
<https://www.kullabs.com/classes/subjects/units/lessons/notes/note-detail/6873>.
Hospitality 101: Different Types of Accommodation and Marketing. 2016. [Online]. Available
through: <https://www.professionalconnector.com/hospitality-101-different-types-of-
accommodation-and/>.
Housekeeping Co-Ordination with Other Department. 2019. [Online]. Available through:
<https://www.bngkolkata.com/housekeeping-co-ordination/>.
How to influence travellers: Why reviews are the golden egg at your hotel. 2019. [Online].
Available through:
<https://www.siteminder.com/r/marketing/hotel-online-reviews/influence-travellers-
reviews-hotel/#>.
Role of Housekeeping in Hospitality Industry. 2019. [Online]. Available through:
<https://www.linkedin.com/pulse/role-housekeeping-hospitality-industry-cassandra-
roberts>.
The Impact of Online Reviews on the Hospitality Industry [Infographic]. 2019. [Online].
Available through: <https://www.hospitalitynet.org/opinion/4078144.html>.
Types of Hotel Ownership. 2019. [Online]. Available through: <https://bizfluent.com/facts-
5561015-hotel-franchise-disadvantages.html>.
What are the 5 Different Sectors of Hospitality Industry. 2019. [Online]. Available through:
<https://www.soegjobs.com/different-sectors-hospitality-industry/>.
What are the benefits of grading and classifying hotels. 2019. [Online]. Available through:
<https://www.bizcommunity.com/Article/196/373/153520.html>.

1