Accommodation Services: Operations Analysis at Rosewood Hotels

This report provides an in-depth analysis of accommodation services management at Rosewood Hotels, focusing on front office and housekeeping operations. It explains the organization of front office functions, discusses key roles within the front office and housekeeping departments, and analyses how these operations meet the overall business mission and objectives. The report assesses the importance of forecasting linen stock and guest supplies, illustrates the interrelationships between housekeeping and other key departments, and highlights the significance of scheduling maintenance to minimize guest disruption. Furthermore, it evaluates the importance of communication between the housekeeping and facilities departments in ensuring effective quality accommodation services and overall guest satisfaction.

Managing
Accommodation
Services

Table of Contents
INTRODUCTION............................................................................................................................2
PART A (COVERED IN PPT)........................................................................................................3
PART B............................................................................................................................................3
Explain the organisation of front office functions within a variety of accommodation.3
services...................................................................................................................................3
Discussion of key roles within front office department for organisation........................5
Analyse how operations of the front office department within a selected organisation
meet the overall business mission and objectives...............................................................6
Review of key roles found in housekeeping department in organisation...............................6
Assess the importance of forecasting linen stock and other guest supplies to ensure
sufficient supply to meet demand........................................................................................7
Illustrate the importance of interrelationships between housekeeping and other key. .7
departments within a selected organisation to provide quality provision and services. 7
Illustrate the importance of scheduling maintenance or repair work to minimise
disruption to guests...............................................................................................................8
The important elements of security within the Hotel premises........................................9
Assess the role maintenance plays within the accommodation services in ensuring overall
guest satisfaction...................................................................................................................9
Critically evaluate the importance of communication between the housekeeping and
facilities department for providing effective quality accommodation services that meet
overall guest satisfaction....................................................................................................10
CONCLUSION..............................................................................................................................11
REFERENCES...............................................................................................................................11

INTRODUCTION
The services concerned in hospitality industry are meant to provide leisure time to the
guests who are need of the break from their hectic schedules. The people can enjoy the services
like Spa, training centres, gyms, pools, food, beverages etc. Accommodation is the major task
performed by this industry where they provide vocational stays to the guests. These days people
look forward for the best hotels which can provide the most positive environment to them along
with the best amenities (Abbaspour,Soltani and Tham, 2021.). There exists numerous hotels in
this industry of which the current report will be dealing with Rosewood Hotels. This is owned by
Rosewood Hotel Group based in UK and operating multiple hotels in 19 countries. Various sizes
and scales of services of accommodation along with the classification of different ownerships is
provided here. It also deals with the grading system and its role in accommodation. Range and
implication of the grading, classification and reviews is also provided here below.

PART A (COVERED IN PPT)
PART B
Explain the organisation of front office functions within a variety of accommodation
services.
There are different people plays a difference role in the front office department. There are
few functions of the front office that has been done in the Rosewood hotel. They are as follows:-
Functions Hotel Motel Resort
Reservation Reservation is
considered as the one
of the important
function of the hotel
industry in which the
employees of the hotel
need to engage in
doing different request
services that has been
made by the
customers. These
request are made by
via email, phones,
their websites and any
other mode.
It is same concept like
the hotel but for the
motorist. An
customers can without
going to the lobby can
go directly to the
room. An customer
can book the room for
the overnight. They
provide the room
comparably low
prices. It prime
customers are those
whose income has
very low.
They are like the hotel
but it has full lodging
facility. Generally it
established outer areas
of the cities such as
beaches, sea shores,
etc. They offers the
luxury services and it
has only one purpose
to provide relaxation
to the customer by
providing spa and
entertainment services
etc.
Reception It is also the function
of front office
department which has
to deal with the
visiting customers.
Those people have the
responsibilities to
In the motel, they
discuss the about the
room details and the
price on which they
are offering their
rooms. They also
provide car parking to
In the resort they
welcome the client in
very professional and
formal way. They
greet each and every
guest respectfully. All
the employees of the

greet and welcoming
the guest in the
friendly manner. They
acquire information
about the customers
and assign rooms to
them.
the customers so that
they can directly go to
their allotted rooms
without visit to the
reception.
resort has engage with
the customers very
polity. They receive
the proper training to
how to deal with the
clients.
Guest Service It is considered as the
important function
which gives the guest
the best experience in
the hotel. It helps the
hotels to develop long
and strong relationship
with the client.
They provide basic
services to the
customers such as
clean rooms, tasty
meals etc. Because
they charge the low
price the motel didn't
offer the client a
luxury services .
They welcome their
customer’s in an very
enthusiastic manner
which provide the
guest a wonderful
experience. They
offers luxury services.
Discussion of key roles within front office department for organisation
There are many people who works in the different department of the front desk office with the
different role and the responsibilities in the company. It includes office manager, reservation
manager, reception manager, night audit manager, guest service manager etc. Few
responsibilities and duties perform by the people in the front office . They are as follows:-
 Front office manager - They are the person who perform various responsibilities such
as taking the supervisory decision in the hotel in regarding the front desk. Other than that,
they has to keep the high occupancy in the hotel(Mate,Pratt and et,al., 2019). The front
office manager of the Rosewood hotels have to manage and train their front office team.
They develop the friendly and professional relationship with the customer’s and solve
their complains regarding any services and try to solve it.
 Reservation manager- It is one of the managers who has the responsibilities to accept
the reservation request from the guest for the accommodation. Reservation managers are

those managers who has the responsibilities for entertaining the request and has the
authority to accept or reject the reservation request made by the customer’s. The
customer’s uses different methods for doing the reservation such as from emailing, by
writing letters, via phone etc.
 Reception manager- Reception manager refers to the individual who is providing the
direction and leading the team of the reception(Lee, 2020). These are the people who are
responsible for welcoming the guest and complete their all related formalities. They has
the responsibilities to assign the room to the customer’s and the notify the concerns
department.
 Head concierge- Concierge head is the employee of the hotel who has the
responsibilities to provide different informations and the personal services to their guest
which includes the reservation of their dinner, about their tour and the travel arrangement
etc. They plays several roles such as doing the reservation, transportation arrangement
for the guest and make them aware about the local places, art shows and the exhibitions.
Analyse how operations of the front office department within a selected organisation meet
the overall business mission and objectives
Review of key roles found in housekeeping department in organisation
The term housekeeping, it refers as the activity division which is responsible for artistic,
cleanliness and the keep maintain the surroundings etc. Such department of the hospitality
industry plays a important role in providing the first impression on the customers in regard of
maintenance as well as cleanliness. The respective department of Rosewood Plaza hotel perform
a different role. They are as follows:-
 Managing HR concern: Housekeeping department are considered as the one of the
department whose responsibilities to managing the human resources concerns as they
have to keep high turnover rate in the division. The executives of this respective
department is responsible for recruitment and the selecting suitable employees for
performing different task in the housekeeping departments(Rogerson, Rogerson and
et,al., 2019). They also have to provide training to the recruited employees for improving
their efficiency.
 Managing and forecasting of the inventories: The housekeeping department has the
responsibilities to ensure few inventories in the hotel such as towels, shampoo,bad-sheet,

pillow etc. They has to maintain the inventories for smooth functioning of the Rosewood
hotels.
 Managing multicultural team: They also have to maintain multicultural team, as they
have to hire employees from the different countries as they are the international
organisation .
 Budget as well as control of expenses: The house keeping department has to
maintained the budget for their department and control on their different expenses. They
must ensure that the resources of the hotel doesn't go in wastage and they use the
provided resources at their optimum level.
Assess the importance of forecasting linen stock and other guest supplies to ensure
sufficient supply to meet demand.
Proper forecasting helps us to know the enough supply which satisfy the demand of the guests.
 Forecasting Demands and Coordinating Activities- This activity is full time job as
forecasting demand and coordinating activities are difficult to conduct(Amicarelli,Bux
and et,al., 2021). Hotel Rosewood is a big hotel it has sophisticated software and systems
to forecast demand and small business needs simple techniques to forecast supply chain.
 Supply Chain Management- SCM software helps to facilitate the Hotel to process of
forecasting and synchronizes the measure of supply chain by providing real time
information and this will definitely result inventory will not be wasted and will be less
unused. Example, a baked goods manufacturer if use the SCM software than the
inventories can be monitored and place an electronic order to its supplier to tell about the
demand.
 Shortage of Inventory- if the Hotel has enough inventory to meet demand to the guests
than its fine but it there is shortage of inventory then this can affect Hotel's goodwill and
guest can also shift from one to another to meed there needs. Customers can face these
problems mostly in rush hours within the Hotel premises. This can reduce its profit and
net income.
 High Inventory due to Overestimation of Demand- if the Hotel Overestimates the
demand this can cause labour costs, storage costs etc. This directly effects the profit of
the Hotel and high cost on inventory leads to further loss.

Illustrate the importance of interrelationships between housekeeping and other key
departments within a selected organisation to provide quality provision and services.
 The relationship between the Housekeeping and Front desk- The coordination between
these two departments go hand-in-hand as these both department has jobs which are
interlinked to each other. Example if there is any change in room status like check in and
check out of the guests is informed and rechecked by both departments. Request like
extra towel or asking for extra amenities is addressed by the housekeeping department
and front desk duty is to make sure that job is done by the housekeeping department pf
the Rosewood Hotel. The Front desk Manager and Housekeeping Executive should
always meet frequently to know the status and updates about the both departments.
 The relationship between the Housekeeping and Food and Beverages Department- F&B
department and Housekeeping works together as there is always requirement of clean
tablecloths, napkins, constant food services etc. This all demand are done by the guests
of the Hotel and these demands are completed by the staff member of Housekeeping
Department(Almeida and Pelissari, 2019). These daily basis work are done together by
both the department with all the standards of hygiene required as the guests of the Hotel
should be satisfied. Housekeeping also performs there duties for F&B outlets, to make
sure that there outlet are clean and well maintained for the guests of the Hotel.
Illustrate the importance of scheduling maintenance or repair work to minimise disruption
to guests
Hotel Maintenance is the activity which combines all the important facilities to keep the Hotel
Rosewood in excellent condition. This is done so the guest of the hotel be satisfied and return
with happy enough to come back to the same Rosewood Hotel.
 The maintenance and repairs should be done by less workers and on the less rushy
hours. The guest can be disturbed on the peak hours of the hotel. The rosewood hotel
staff should avoid working on those hours. This will also enhance the safety of the guest
and personnel.
 Make The guest feel Comfortable if the guest of hotel are disturbed by the maintenance
and repairs. Hotel staff or workers can tell them that the repairing is done only to increase
their satisfaction, experience and luxury.

 Staff should be Polite and Humble-The staff of the Hotel Rosewood should empathize
with their guests as the disturbance while repairing can cause disruption in their stay. If
guest have repeated complaints the staff of Rosewood Hotel should be polite and humble
as being nice is part of there job and convincing the guests about the work going-on in the
Hotel premises during there stay.
 Information provided to the Guests- If the process of maintenance or repair will be on
going for a long time than some discount vouchers, complimentary facilities should be
provided this kind of offers can minimise there disruption and make them happy and
satisfied with the stay in Rosewood Hotel.
The important elements of security within the Hotel premises
Security in the hotel Rosewood is very important as the security system is placed to protect the
guests, staff and physical assets and resources. Physical assets includes guest belongings,
appliances, equipment and also the hotel building.
 Smoke Detectors and Fire extinguishers- smoke or heat detectors are always according
to the size of the Hotel like Rosewood is a big firm so it will have these detectors in large
quantity(Mathews,Luck and et,al., 2022). These detectors are needed in the storerooms,
kitchen, corridors,beneath the staircase,guest rooms and bathrooms. These detectors
should be quickly activated in case of emergency. This is important for the safety of the
guests and goodwill of the Hotel Rosewood.
 CCTV cameras- Hotel CCTV cameras of Rosewood helps the hotel staff to detect any
time type mishap. These are in every corner of the hotel for the protection of guests like
gym, swimming pool, spas etc. The Rosewood Hotel also cameras have on the entry and
exit to keep the track on the premises. CCTV cameras are also installed in the store
rooms and keep Hotel safe from the unethical activities. This is all done for the peace
and relax stay of the guests in the hotel.
 Digital Check-in Key- By this digital key customer our sure of privacy and feel secure
about there belongings in the room. As the keys are only used by guests of the hotel and
this also keeps track of the check in and check outs of the guests. So there is less
mishappening in the premises of the Rosewood Hotel.

Assess the role maintenance plays within the accommodation services in ensuring overall
guest satisfaction.
In any premises which offers accommodation services such as hotel,paying guest,hostel
etc. customer satisfaction must be ensure, it is the duty of the management to offer best service to
its customer. Customer service includes maintenance too, a customer should be offered clean
space and in case such space requires maintenance the concerned department should deploy
maintenance team with proper equipments and machinery for cleanliness. The hotel industry is
the one of the industry in which maintenance factors plays a very crucial role. Hotel industry is a
hospitality industry which provides accommodation services for its customer. The space which
given to the customer must be well maintained and hygienic. Hospitality department must ensure
all the amenities and facilities are in working order. This all things needs to be addressed within a
time before the customer take the space into his/her possession. There is a maintenance
department in the hotel whose work is to assess the and identify the defects in any services and
amenities which could create inconvenience to the guest. Maintenance teams are equipped with
machinery and systems which requires in working condition. These equipments must be in good
working condition. The maintenance team also needs to ensure the safety of their guests.
Critically evaluate the importance of communication between the housekeeping and
facilities department for providing effective quality accommodation services that
meet overall guest satisfaction.
Communication plays a very important role in an organisation. Communication helps in
conveying the feelings or talks to other person. In corporate organisation communication has a
very significant role. Interaction with customer requires good communication skills to address
their issues and queries. Therefore, in housekeeping department which deals with the customers
needs to develop their communication skills to address the customer requirements. The
housekeeping department also require to maintain coordination with other departments to run the
operations of the hotel smoothly because lacking in maintaining the coordination leads to hamper
the process and planning and this will directly affect the customer which reflect the bad
impression(Lee and Tse, 2020). Therefore, the language which use in the hotel premises must be
decent and professional , the employees of respective departments must maintain the decorum of
the hotel and maintain the legacies and protocols. The management must behave in a well
manner and treat their customer with respect. Proper training and periodic instruction should be

given to employees to infuse the professional conduct and sense of teamwork in them. Workers
are the main force of any organization which represent the image and brand of their respective
organisation. Therefore it very crucial that management hires best candidates and provide them
proper professional training including communication skill which plays important role in
maintaining the coordination between different departments of the respective organisation.
CONCLUSION
It can thus be concluded from the above mentioned report that the hospitality industry requires
proper management of the services so that the guests who visit the places and seek
accommodation are given best experience. The accommodation can be varied scales and sizes
along with various model ownerships paving way for multi facet businesses. There also exists
factors while influence the decision making of the guests such as communication systems,
reviews which are provided by the visitors online and the system of grading. There also exists
multiple departments which work in coordination with each other and make the system and
working smooth and beneficial for the hospitality industry. The reviews are to be considered
properly and further management of services shall be made according to them as the person who
visits any hotel nowadays is more likely to pay attention to the reviews.

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