Analysis of Unit 7 - Managing Accommodation Services, Part B Report

This report provides a comprehensive analysis of accommodation services within the hospitality industry, focusing on the functions of the front office and housekeeping departments. It delves into the roles and responsibilities of front office staff, including guest services, security, and logistical support, and the importance of maintaining a professional environment. The report further examines the key roles within housekeeping, emphasizing cleanliness, maintenance, and aesthetic upkeep, and the significance of forecasting linen stock and guest supplies to meet customer demands. The importance of interdepartmental relationships, particularly between housekeeping and the front office, is also discussed, highlighting the need for effective communication and coordination to ensure guest satisfaction. The report uses Stoke Park as a case study to illustrate these concepts, showcasing how these elements contribute to the overall success of an accommodation service.

Unit 7 - Managing
Accommodation
Services
part B

Table of Contents
INTRODUCTION...........................................................................................................................3
LO 1.................................................................................................................................................3
P4 Function of front office within a variety of accommodation services............................3
P5 Roles of front office within selected company..................................................................5
LO3..................................................................................................................................................6
P6 Key roles within housekeeping departments.....................................................................6
P7 Significance of forecasting linen stock with other guest supplies for meeting demands..7
P8 Importance of interrelation between housekeeping & other departments of company.....8
LO3................................................................................................................................................10
P9 Importance of scheduling maintenance or repair work to minimise disruption to guests10
P10 Discuss the importance of security within a selected organisation.............................11
CONCLUSION..............................................................................................................................12
REFERENCES..............................................................................................................................13

INTRODUCTION
Hospitality industry accommodation services are further involving the various functions
for its management and constant improvement. As it should be comfortable, clan, peaceful and
full of other essential facilities (Lee, and et.al., 2019). Because these are the factors which attract
the customer’s towards the hotel. In this part of the report different functional department of the
hotel along with the role of each department in accommodation services is consider.
LO 1
P4 Function of front office within a variety of accommodation services
Front office is the area which has to be manage by every hospitality organisation in very
sufficient way. It make the image of hotel if mange effectively. Along with the customers
guidance another role of the front office desk is related to the accommodation services, explain
below.
Hotels- In context to the type of hotel accommodation front office functions are very
important which involves, management of the various hotels and guest service activities such as
the reservations, guest service, telephone service, finance and payment management, room
assignment, inquiry and so on.
Cottage- This is the type of accommodation service which involves the small
house accommodation facilities with the different asset's of guest services and party. In
context to this front office function is just to offer some important facilitates and
information before check-in and hand over the keys of cottage to the guest for selective
period of time. Another function is to collect payment and mange guest data or
information.
Resort- This is the type of accommodation business which provide multiple
facilities along with the hotel rooms such they provide, event and party area along with
huge numbers of facilitates. So in context to this various functions have to be manage
by front office executive. Such as they have to manage bookings, guest requirement,
information of incoming and out going resources. Some of the common front office
function is illustrated below which has to be manage by front office executive.

Security- This is one of the important front desk role in which they have to make sure the
customers Security along with the communication gadgets for any requirements. They have to
watch every thing from their desk by the help of camera so they can alert the security team if
require.
Housekeeping- This is the common requirement of customer’s for cleaning of their
rooms and for this service they contact the front desk executive. So its responsibility of front
desk executive to serve this service with in the required time.
Logistic services- This is another needs of customers which has to be manage by the
front desk executive along with the aid of their staff (Wood, 2017). This area involves the food
serving in room, and providing the other required accommodation accessories. Soke park is five
star because it make suer all these roles should be done with in the time.

P5 Roles of front office within selected company.
A front office manger comes under top level management within company as they are the
only one who are responsible to maintain professional working environment, carry out staff
supervision and supports administration. In relevance to this they have number of authorities &
responsibility which need to be completed effectively & appropriate (Meagher, 2017). For this,
receptionist need to use different skills successfully by performing duties. Manager of this
department also need to have knowledge for handling data and project related with the users. So
that they will able to attain predefined goal within small time. Some of the key responsibility of
front office in context of selected hotel are as follows;
Manger of front office have responsibility to set positive office atmosphere & greet the
clients. They answer the phone call, keep updates about changes, take message and redirect calls
to appropriate office (Lu and et.al., 2018). Maintain data & keep updates all documents and
spreadsheet. Manage sorting & distribution of incoming all mails and set up the outgoing mails.
Additional, they perform stock list of office supplies & order what is required within hotel. So all
these are the role that is performed by the front officer.
Role of the front office executive in context to the meeting of the Stoke park business
objectives, as the Stoke park is the high class accommodation service provide and manage higher
class guest, so the in context to this front office executives have to control and done various role
and task. Such as they have to make sure that confidentiality of guest should be manage, timing
and availability of logistic services should be facilitated to their guest with in the right time, they
have to guide housekeeper and other management staff to take of each and every requirement of
the guest. Front office executives have to take care of guest security and safety. They have to be
kind and professional. All these responsibilities have to accomplish by the front office executives
because this helps to maintain value of the organisation through which company achieve their
objectives.
Other then the business success and achievements, role and functions of front office
executives is to achieve positive reviews for organisation and satisfy the customers with
effective services and logistic treatment. Stoke park front office executives follow best
customers and business management techniques which helps them to achieve positive reviews
and customers satisfaction, they improve it more by updating their front office services with new
tcehnologes and support.

LO3
P6 Key roles within housekeeping departments.
Housekeeping is an operation department within hotel, they are the responsible to
maintain cleanliness, hygiene, aesthetic upkeeps of room, back areas, public surroundings. In
context of chosen firm, this is a general concept which maintain the high standards at
commercial level (Jasko and et.al., 2020). Significance of housekeeping with relevance to
chosen company are as follow:
Housekeeping manger are the only one who is responsible to ensure that cleanliness and
hygiene is maintained within the entire hotel. Their supervisor motivates employees for opinion
of other section of hotel.
Duties & responsibility- By allocating the roles and responsibility to employees,
supervisor successfully perform their role related to maintaining cleanliness of hotel & lobbies.
This is vital in order to keep the reputation of hotel (Hartl and et.al., 2018). They take
responsibility to complete the define task of workers.
` Solution of problem:- In order to maintain quality, all staff members of hotel carries out
work together in a team. When a situation is occur like a staff member get sick then it is the
responsibility of supervisor to allot another employee of that place instantly for maintaining
smoothness.
General manager:- General manger within hotel context have number of responsibilities
in order to perform different task as well as they also hire new candidates in hotel as per
requirements. They also decides cost/ rates of room based on special occasions for a specific
date.
Maintenance- It include those individual who ensure that work done is effective and
proper. They perform daily basis task such as removing wastage, changing lights, maintaining
leakage, checking AC is working in right manner or not (Arghavanian and et.al., 2020).
So there are various responsibility that is performed by housekeeping department like to
check the availability of goods such as toiletries, bedsheets within room while allocation of room
to users.
Key roles of the housekeeping department in context to the selected organisation
Cleanliness- Housekeeping department have to take care of the different area of the
Stoke park, such as department have to manage essential housekeeping staff and illustrate them

cleaning duties of different areas of hotel. Sanitization and cleaning is the most important
responsibility of housekeeping department which helps to attract and satisfy customers.
Maintenance- Another responsibility of housekeeping department is to manage different
assets of the cleaning, room and kitchen . Staff of the housekeeping department have to take care
of room facilities assets management, such they have to provide important assets of the room
facilities to their guest and mange the availability of everything with in the room. Stoke park
house keeping department is well organized and provide each and every important support to the
customers.
Aesthetic upkeep of rooms- Housekeeper of Stoke park is highly trained and perform
their key role of room organisation and management, such as they take care of the cleaning of the
room, organize bad, table and wardroom with every essential assets.
Laundry- Housekeeping department have to take care of hotel legendary cleaning and
management with in the right time and place. Stoke park housekeeper pay important role in
cleaning and management of all essential laundry items such as the towel and bedsheets.
P7 Significance of forecasting linen stock with other guest supplies for meeting demands.
Linen stock refers to standard amount of linen catalogue and that are needed to operates
the function of hotel in smooth manner (Asri and Wiliyanarti, 2017). On the other hand the
guest supplies includes furniture such as bed, table, chair etc. bedding comprises, bed sheet,
mattress, quilt pillow etc. for which it is vital to forecast so that any guest will not face any
problem. Some of the significant within chosen hotel are as follow:
Significance of linen stock
Importance of forecasting line stock
Management of different stocks of the hotels logistic activities and service is most
important and it effects the performance and productivity or satisfaction of the organisation and
customers. Forecasting linen stock is the process or method of managing sufficient stock with in
the organisation to meet customers demand.
Help to balance supply and demand of the stock
In Stoke park Forecasting involves the evaluation of previous stock supply and demand
data and information in order to understand the accurate information for arranging sufficient
supplies to meet calculative demands which estimated by the previous report.

Customers satisfaction
This helps to interpretation upcoming requirement and previous mistakes in context to
stock supply which can be improve now with sufficient resources. Stoke park Forecasting of sock
line is very effective and accurate.
Effective planing and storage of stoke
With in the aid of forecasting effective pan is can be develop for resourcing and storage
of the stock through organisation can easily meet the customers requirement and manage the
financial support for that.
FLOOR HAND TOWEL BATH
TOWEL
SOAP SHAMPOO SANITARY
KIT
1 7 5 4 3 7
2 4 6 6 4 6
3 6 6 4 7 5
TOTAL 17 17 14 14 18
Importance of guest suppliers
PRODUCT DEPARTMENT FREQUENCY
Bathrobe Housekeeping Daily
Desserts Food and Beverages Daily
Significance of marketing supplies
PRODUCT DEPARTMENT FREQUENCY
Hoardings Marketing Annually
Pamphlets Marketing Quarterly
P8 Importance of interrelation between housekeeping & other departments of company.
In a hotel organisation, there are number of different departments performing task
together in order to attain common objective. For which it is vital to have strong and effective
relation among all departments so that requirement of consumer will be fulfilled and they will
able to get a good experience after consuming services (Sorgenfrei, 2018). Interrelation
between housekeeping and some other department within selected company are as follow:

Housekeeping & Front office : Reception and housekeeping both are concerned with
room of hotel, former with letting & latter with preparation to letter servicing of room. With
relevance to this, it is important to be complete effectively & efficiently for which there is need
to be string and constant exchanges of information among departments as well need to
understand efforts & difficulties of others. Housekeep of chosen hotel are depended on manger
of front office to let known that which day guest are arriving or living this help them to gear
renovations & spring cleaning to low occupancy.
Housekeeping & Food & beverage: - The main concerned in between housekeeping &
restaurant is related with linen & uniform. Manger of restaurant need to ensure that exchanging
time set of linen is maintained as well not be misused. There is requirement of coordination for
mini-bar in guest room. With relevance to chosen company they effectively maintained this
coordination in order to avoid conflicts about not collecting trays from rooms.
Coordination with security department- The main role perform by security department is
to take care guest and facilitates that they are feeling secure & safe while staying in hotel. When
any guest forget something in room, then it is the responsibility of housekeeper to immediately
inform receptionist for managing this problem. In context of chosen hotel, they need to be also
maintained this relation as it is vital for the well being of their potential consumers.
LO3
P9 Importance of scheduling maintenance or repair work to minimise disruption to guests
Time to time maintenance of the hotel and accommodation place is necessary in order to
provide safe, hazard free and updated services to their customers (Kumar, 2019)(Buhalis and
et.al., 2019). Repairing of any defective peace of organisation is essential because it can give the
negative impression if not improved with in the time or it make the harm to customers. As every
thing is having its own sustainability and strength which needs the proper maintenance with in
the time to make it long-lasting. This factor can directly effects the consumers behaviour such as
their satisfaction, explanation etc.
Importance
 For customer’s satisfaction with innovative and required facilities related to the
accommodation, its proper maintenance is necessary.
 For making the organisation up-to date according to developing technology and modern
trend is important.

 Maintenance is important for the risk assessment of hazardous factors.
Reduce the risk of customer's disruption- In appropriate facility's and area of the
accommodation, such as the broken decorative items, inappropriate bad and door effect the
customers and make bad impression so in order to prevent this organisation have to conduct
proper scheduling maintenance.
P10 Discuss the importance of security within a selected organisation
Security is the important in every time at every place and when customer’s elect the hotel
they make suer the their should be positive review for hotel Security services. In Stoke park hotel
customers, staff and hotel security is important for them and they give priority to that by the aid
of technological support (Rousseau, 2018). importance of the security is given below in context
to the selected organisation.
Staff safety- In the hospitality industry employees security is must as they are the core
part of the logistic services, so its organisation responsibility to make sure the safety of staff
along with health and safety insurance offer for them. Stoke park hotel is having highly trained
staff and for they are paying the higher salary along with the assurance of the safety by the aid of
insurance facilities.
Guest security- Customers are the important element of business plan for satisfaction
whom organisation make planing so their security is another important factor for hospitality
company. So organisation make sure that customers are feeling safe, this done by the payment
security, personal information security, and so on. Stoke park is very concern about their
customers information security so that's way they make sure that consumer information can not
be share with any one.
Hotel Security- Safety of hotel assets along with customers should be done in the hotel
by the aid of cameras and security guard (Kumar, 2019). Stoke park is very focus about this and
they are following all the safety measures in their organisation.
Confidentiality- In context to the selected organisation security of the customers and
organisation data is important in context to prevent and disputes and conflict or crime. This is the
rule of organisation and government that individual have right of confidentiality in context to
which Stoke park is having strong Security.

Prevent crime – Hotel organisation have to take care of security with in the
accommodation in context to prevent any crime and fraud. In relation to which stoke park is
having very safe system of management.
CONCLUSION
From the above discussion it has been concluded that for effective accommodation
services, management of the front desk services should be interactive with all necessary
information and functions such as Security, Housekeeping, Logistic services. Housekeeping
services should be mange with in the correct time scheduling, along with management opf their
important role such as cleanliness, maintenance, aesthetic upkeep of rooms, laundry. then
security of the customers and their information is the responsibility of hotel which should be
done by the proper inspection of room for hidden cameras and other hazardous things, and by
making the other public area of the hotels full of security camera, guard, and so on. forecasting
linen stock, help to balance supply and demand of the stock and customers satisfaction.
Organisation have to make the scheduling maintenance and repair for customer’s satisfaction
and brand value.

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