Detailed Report on Managing Accommodation Services: Part-1 Analysis

This report provides an overview of accommodation services, focusing on key aspects such as the scale and size of the industry, with a specific focus on the UK hotel market and its growth. It explores different ownership models available, including sole proprietorships, associations, and partnerships, and discusses their respective advantages and disadvantages. The report further examines the role of grading, classification, and online reviews in influencing guest expectations and experiences, outlining essential benchmarks. It also details the organization of the front office, highlighting the functions of various sections, including reservations, reception, and concierge, along with the equipment used. Finally, the report identifies key roles within the front office department, such as the front office manager, reservation manager, guest service manager, and night audit manager, emphasizing their importance in ensuring the smooth operation of accommodation services. The report concludes by summarizing the significance of accommodation in the hospitality sector and its impact on customer satisfaction.

Managing
Accommodation Services (Part-1)

Cover Content
 Introduction
 Scale and Size of accommodation service
 Different form of ownership available to accommodation service
 Role of different systems when guest look for accommodation service
 Organization of front office with accommodation services
 Role of front office department
 Conclusion
 References

Introduction
Accommodation services are known as availing services of hospitality for a temporary time period,
these services involve hotels, schools, medical practices and other. Accommodation services are
considered as one of the most essential part of hospitality sector as the services provided by them
are for comfort and convenience of customers. Marriott is an American hotel, which provide their
service of hospitality in different parts of world. They are one of the leading hotel of the world.
And was established in 1927 by J. Willard Marriott and Alice Marriott.

Scale and size of the accommodation services within
hospitality industry
 United Kingdom is declared as one of the best countries in hotel industry by The Hotel
Development index of UK. UK hotels provides increase in living standards of people by giving
occupation to them. Hotel facilities given in UK hotels is appreciated worldwide. According to an
analysis it is said that they are providing best accommodation and experience to guests. Hotel of
UK are known for offering good services to customers.
 This interpretation has sample of 649 hotels of UK. British hotels are continuously growing for
the seventh consecutive year.

Hotels classified based on ratings:
UK Hotels CAGR
2012 2013 2014 2015 2016
Occupancy 74.4 76.5 77.6 78.4 77.8
Year-on-year growth (%) 2.80% 1.40% 1.00
%
-0.80% 1.1
AARR 89.22 88.8 91.55 95.8 97.28
Year-on-year growth (%) -0.50% 3.10% 4.60
%
1.50% 2.2
Rooms Yield 66.4 67.96 71.03 75.08 75.64
Year-on-year growth (%) 2.30% 4.50% 5.70
%
0.70% 3.3

Summary performance of
London Hotels for the year 2012-
2016.London Hotels CAGR %(2012-2016)
2012 2013 2014 2015 2016
Occupancy 81.4 82.8 82.6 82.8 81.6 0.1
Year-on-year growth (%) 1.80% -0.20% 0.20% -1.40%
AARR 89.22 88.8 91.55 149.7 151.45 0.5
Year-on-year growth (%) -0.80% 0.90% 0.90% 1.10%
Rooms Yield 120.65 121.75 122.61 124 123.58
Year-on-year growth (%) 0.90% 0.70% 1.10% -0.30%

Performance by hotel category segment.
Segment (AARR) 2012 2013 2014 2015 2016
Deluxe (>£150) 4.50% 0.10% -1.80% 0.80% 1.60%
Superior deluxe (>£200) 5.90% 0.10% -3.30% -1.50% 4.10%
International deluxe (£150-200) 1.70% 0.40% 1.40% -0.80% 4.70%
First class (£100-150) 3.20% 1.90% 2.80% -2.30% 0.00%
Business class (£75-100) 1.10% 3.50% 4.10% 6.60% -14.00%
Tourist (<£75) -4.70% 1.70% 9.90% 7.50% -1.50%
Town house/boutique (>£100) 3.00% 2.00% -0.50% 4.10% 7.90%

Mid market rooms yield growth rate
for regional hotels.
Rooms yield growth regional hotels
Segment(AARR) 2012 2013 2014 2015 2016
Country House
>£80 2.10% 6.00% 5.50% -0.90% 1.00%
£70-£80 0.20% 4.00% 8.40% 7.00% 4.70%
£60-£70 1.40% 3.80% 9.20% 5.90% 6.40%
£50-£60 2.20% 2.80% 10.70% 8.50% 7.70%
<£50 - 4.10% 5.00% 17.90% 14.00% 5.30%

Different forms of ownership available to
accommodation services.
Types of Ownership/
Purchase method
Description Advantages Disadvantages
Sole Trader Sole Trader is the one
who runs and owns the
entire business. These are
self-employed.
These maintain full
control on their business,
without the interference
of others.
These find it difficult to
raise financial funds The
decision in the business
are made by them.
Association A group of people
having a common
purpose or interest. E.g.:
a club or a society
Associations gives
chances to meet with
peers and enjoy the
company of fellow
entrepreneurs.
Members are responsible
for any debts incurred in
association.

Continue…
Partnership A formal arrangement
in which two or more
parties cooperate to
manage and operate a
business (Chiu and et.
al., 2013) .
Two heads are better
than operating
business with one
head.
Each partner is liable
for actions by other
partners ( Chiu, and et
al, 2013).

Purchase method Description Advantages Disadvantages
Family Loan Lending financial help
to a family member.
In this case one has to
pay lower interest rate
than bank.
They can destroy
relationships and
bondings.
Bank Loan A bank loan is a form of
loan capital for a
business, which
provides finance.
Predictable monthly
payments, helps to build
business credits, built a
relationship of
professional banker, and
have very low and fixed
interest rates.
Lengthy paperwork,
longer waiting time, and
requires strong credit.

Role of grading, classification and online review
while booking accommodation
 Expectation of every individual from hotels varies. Hotels should know about needs and
requirements of guests and provide them an amazing time in hotel. Online reviews are taken
from guests to know requirements of them before entering hotel's. The five key benchmarks
which regulates grading, classification and online review of hotel guests are explained as under-
Basis Description Examples
Essential Hotel management ensures that
travellers must be provided clean
room and staff should treat
customers nicely.
Clean room, comfortable bed,
restaurant, friendly staff, etc.

Continue…
Basic Customers are asked about meal, snack
provided in room and complementary
food service. The hotel must provide
the proper lighting facilities in the
room.
Meal preferences, snacks, lighting
facilities, water facilities,etc.
Nice-to-have Cheerful welcome of customers is
done.
Cheerful welcoming smile of
employees, laundry, Wi-Fi and
attentive room services, etc.
Luxury Safety ans security is provided. Cinema spa, luxurious cars, etc.
Hyper-luxury The Marriott hotel provides ha golf
course to guests.
Golf course, private check-in, personal
kitchen.

Front Office with variety of Accommodation
Services
 Reception is the commonly used name for front office area, this is the place where customer come
in contact with organisation for first time and also this is an area where customer get arrived in
hotel
 In hotels like, Marriott the front office get divided into different parts which are as follow :-
Sections of front office Description Equipments
Reservation This is the part where, the request of
potential customer get received
regarding to the booking of different
accommodation service provided by
them. For doing this task, organisation
use to hire special employees, which
can interact with customers.
When it come to equipment's along
with them, telephone come as first in
the list. They have a telephone on their
desk, by which customers can
communicate to them. In this, manager
have to answer all the questions and
queries of their customer in very low
pitch and with very polite voice.

Continue…
Reception Reception is an area where customer
come and a clerk receive them and take
their luggage from them and help them
in checking in to the hotel. After
which, that use to take guest to their
rooms and also use to answer different
questions of them.
Reception have equipment's which
include fax machine, computer system,
printer and some registers for making
several entries.
Concierge Concierge is an employee of a multi-
tenant organisation like hotels, which
use to receive guests and take them to
their rooms. The position of these
employees are decided by the security
guards of organisation.
They have trolley for getting and
dropping the luggage of their guests.
Along with this they have Walkie-
talkie with them, so that they can
communicate with each other.

Key roles within the front office department
 Front office department have to play several roles and job in an organisation like
Marriott. As they help them in maintaining the services and products provided by them to
their customers. Some of the basic roles of front office department in Marriott are as
follow :-
 Front office manager
 Reservation manager
 Guest service manager
 Night audit manager

Conclusion
 From the above discussion, it is concluded that, the accommodation is one of the most
important element of hospitality sector, which provide services that can ensure the comfort
and convenience of their guests. Also there are various advantages and disadvantage to the
ownerships available in accommodation services. Along with that, there are several type of
customers in an organisation and each and every customer have different needs and
expectations from the hotel.

References
 Burton, M. and Kellaway, M., 2018. Developing and managing high quality services for
people with learning disabilities. Routledge.
 Chiu, C.Y., and et. al., 2013. State vocational rehabilitation services and employment in
multiple sclerosis. Multiple Sclerosis Journal. 19(12). pp.1655-1664.
 Barlow and et. al., 2013. Europe sees mixed results from public-private partnerships for
building and managing health care facilities and services. Health Affairs. 32(1). pp.146-154.
 Brunner-Sperdin et. al., 2012. It is all about the emotional state: Managing tourists’
experiences. International Journal of Hospitality Management. 31(1). pp.23-30.

 THANK YOU