Central Park Hotel: Managing Accommodation Services Report Analysis

This report provides an in-depth analysis of accommodation services, focusing on the Central Park Hotel in London. It begins by outlining the key roles within the housekeeping department, including floor division, public area division, linen and uniform division, and office division, highlighting their responsibilities and the skills required. The report then assesses the importance of forecasting linen stock and other guest supplies, emphasizing the need for proper planning and management to meet customer demands. Furthermore, it illustrates the crucial interrelationships between housekeeping and other departments, such as the front office, maintenance, security, food and beverage, and human resources, to ensure quality service delivery. The report also examines the importance of scheduling maintenance and repair work to minimize disruptions to guests and discusses the significance of security measures within the hotel. The report concludes by summarizing the key findings and emphasizing the interconnectedness of various departments in providing a seamless guest experience.

Managing
accommodation
services

Table of Contents
INTRODUCTION...........................................................................................................................3
TASK 3............................................................................................................................................3
P6 Review the key roles found within housekeeping department in a selected organisation ....3
P7 Assess the importance of forecasting linen stock and other guest suppliers to ensure
sufficient supply to meet demands .............................................................................................4
P8 Illustrate the importance of interrelationships between housekeeping and other key
departments within the selected organisation to provide quality provision and services ..........5
TASK 4 ...........................................................................................................................................6
P9 Examine the importance of scheduling maintenance or repair work to minimise disruption
to guests ......................................................................................................................................6
P10 Discuss the importance of security within a selected organisation .....................................6
CONCLUSION ...............................................................................................................................7
REFERENCES ...............................................................................................................................9

INTRODUCTION
Accommodation services are those facilities which are offered by various hotels in
business environment. There are different departments in accommodation services which work
together to achieve organisational goals and targets. In the following report the company which
is discussed is Central Park Hotel that is situated in London. This is hotel which provides
accommodation services to customers (Oleske, 2015). The different discussions covered in this
report are key roles of housekeeping department in this hotel, importance of forecasting linen
stock and other guest supplier for ensuring sufficient supply for meeting demands of customers.
This report discusses about importance of interrelationships between housekeeping and other key
departments within this hotel or providing quality products and services. Other task in this report
explains the importance of scheduling maintenance or repairing work to minimise disruption to
guests. At last this report explains security of Central park Hotel.
TASK 3
P6 Review the key roles found within housekeeping department in a selected organisation
The housekeeping department of hotel takes care of cleanliness and hygiene of hotel
area. The housekeeping department of Central park Hotel has four divisions. Each division
requires arrangements for making job easier. These divisions are listed below -
Floor division – The floor division of hotel is responsible for providing clean and tidy
services to customers. The main aim of house keeping department is to provide complete
tidiness, cleanliness, completeness and readiness of rooms for customers and clients in hotel.
This includes managing of damages that take place in room provided to people. In context of
Central Park hotel, the housekeeping department is involved in repairing curtain rail, shower
slang in the wash room, maintenance of cupboards available in hotel rooms, etc. The work areas
of floor division are guest rooms, corridors, etc. the main work areas of this division are
corridors and guest rooms. There are room attendants, supervisors and utility man in floor
division (Lanz, and Maurer, 2015.)
Public Area division – The public area division is a division that is responsible for
maintaining cleanliness in hotel premises. This includes cleaning of swimming pool, cultivation
of plants, fitness rooms, etc. The major areas of public area division are lobby, public toilets,

gardens, fitness rooms ,etc. The public areas must be cleaned for giving a good experience to
customers.
Linen and Uniform division – The linen and uniform division is responsible for
managing the uniform of staff and employees (Bowie and Et. Al, 2016). In big hotels, it is
essential to provide uniform to staff as it reflects discipline among employees and staff. In
context of The Central park hotel they provide uniform to their employees and this helps in
providing good experience to customers.
Office division – The office division is the division that is responsible for handling
various functions and operations related to administration of housing department. The work area
of this department is housekeeping office. In the central park hotel, different attendants of office
division are executive housekeeper, assistant housekeeper and order taker.
Skills and knowledge of housekeeping department
The accommodation services of Central park hotel is responsible for taking care of
cleanliness and tidiness of of the hotel premises. A superior accommodation service needs both
knowledge and skills and attributes which are best acquired by specialised training given to this
department. On the job training is given so that they can improve their skills and provide
effective services to guests. This will help in increasing the sales and profit of Central Park
Hotel. The different kind of knowledge provided includes safety knowledge, English
proficiency, housekeeping supervision and management. Skills required in housekeeping
department is speciality cleaning techniques, speaking and listening, time management. The right
attitude for accommodation is required for effective services.
P7 Assess the importance of forecasting linen stock and other guest suppliers to ensure sufficient
supply to meet demands
In case of every hotel, there is a need of guest room linen, staff uniforms, guest bathroom
linen which is accumulated in large amount so that effective services are provided to guests and
staff. It is important for housekeeping staff to launder the linen and make it available every time
so that staff can receive their uniforms before work, and guests are given high quality linen. This
is required by Central Park Hotel to purchase good quality linen. The life, quality and appearance
of linen depends upon the treatment it receives at laundry by laundry staff. In case of the Central
Park Hotel, on premises laundry service is operated by housekeeping department. There are

several advantages of on-premise laundry. This provides more use in comparatively less
investment. Staff is able to work better as time, efforts and energy to take clothes outside at
commercial laundry is eliminated. The staff of housekeeping department has has complete
control over wash cycles and wearing and tearing of linen. The life of fabric can be prolonged by
using particular washing for linen depending upon degree of their soiling. The Central Park hotel
takes care of maintenance of laundry equipments like washer or extractor, dryers and commercial
folders and Stackers. Laundry basically includes bath and bed linen, staff uniforms, dining area
linen, curtains, drapes, rugs, blankets and cleaning clothes. Guest laundry in Central Park Hotel
is handled by most experienced staff. The laundry room's staff is expected to be aware of
detergents, chemicals, dry cleaning agents and stages of laundry cycle. The laundry cycle of
Central Park hotel is given below-
There is a need to have a proper planning of hotel linen stock and other guest supplier for
ensuring that there is sufficient supply for meeting desired demands. There are following
planning measures for meting demands -
Illustration 1: Stages of laundry cycle

Location – The linen room of hotel must facilitate easy flow of linens to laundry and then
getting them back from laundry (Lanz, and Maurer, 2015). In some cases where commercial
laundry is used in linen room then it should be accessible from dispatch and receipt from back
entrance of hotel.
Space – There is a space which is allotted for linen room and this depends on size of
hotel and activities that are operated in linen room. The central park hotel has estimated a
minimum of 6 sqft that is used for storing linen.
Entrance – There is a common entrance and exit point in this hotel as this is helpful in
security of guests and customers.
Floors and walls – The floors and walls of Central Park hotel are sturdy so that they can
bear load of heavy trolleys. Tiles are not used in this hotel as they tend to chip. Walls of this
hotel are made of material that can be cleaned easily.
Storage – This hotel has linen storage shelves which are properly designed so that
maximum linen storage can be done. The shelves in Central park hotel are firmly and sturdy fix
so that weight they bear can be considered.
The housekeeping department is a non generating revenue centre and thus they have to
manage budget on consumable items in context to occupancy level. The central Park hotel has
proper management for managing budget of company and managing linen for guests effectively.
As this is not a very big hotel, thus there is a fixed budget for linen management.
P8 Illustrate the importance of interrelationships between housekeeping and other key
departments within the selected organisation to provide quality provision and services
The housekeeping department of Central park hotel is linked with all other departments
so that they all cooperate and work together for improving facilities and services.
Coordination with front office – The main concern of front office and housekeeping
department are rooms (Lovelock, and Patterson, 2015). It is essential for all departments to
exchange information related to room exchange. The front office does not assign rooms to guests
until they are cleaned, inspected and released by housekeeping department. The cooperation
between front office and housekeeping is very close in Central Park Hotel. The housekeeping
department prepares room and front office sales that room after preparing. The front office

reports to the housing department about number of rooms vacated so that housekeeping
department can do cleaning and hand over the rooms.
Coordination with maintenance department – The maintenance department of Central
park hotel is responsible for engineering facilities and these lead to comfort of customers. This
also increases efficiency of employees. If there are any damages and repairs in hotel then
housekeeping department provides information to maintenance department. The maintenance
department of Central Park Hotel is involved in carrying out various tasks of fixing out of order
furniture, replacement of electrical goods , repairing of plumbing items etc. The information
regarding any faults and problems is given by housekeeping department.
Coordination with security department – The security department is concerned with
theft and safety of guests. It is advisable for housekeeping personnel to report any suspicious
nature or activity of a person in hotel to security staff. Thus helps in creating awareness and
avoiding thefts and other illegal activities. Guest room is a private place and Central park Hotel
spent lots of money for ensuring privacy and security. Guests can take advantage of this privacy
by involving into any illegal activities inside the room. Thus housekeeping department of Central
Park Hotel must be alert to those going out and inform security to take action against them.
Coordination with Food & Beverage department - Hotel, restaurants, banquets and
other F/B outlets requires to clean tablecloths, napkins, etc. Staff who is working in these outlets
needs to have a clean uniform. These people are in direct contact with staff. Housekeeping is also
needed in all F/B outlets for getting the outlet clean before it is opened for guests.
Coordination with personal department – The housekeeping department of Central park
hotel coordinated with HR manager to manage wages and salaries and avoiding conflicts and
grievances among employees. Proper trainings and development sessions are provided to
employees for improving skills and abilities of staff. The main objective of human resource
department for housekeeping department in Central Park Hotel includes recruitment of staff,
issuing of identity cards. Locker keys, and conformation letters.

TASK 4
P9 Examine the importance of scheduling maintenance or repair work to minimise disruption to
guests
The maintenance management plays an important role in improving energy efficiency
and keeping the total costs optimal. The main costs for Central Park Hotel in operating and
maintaining the engineering systems includes in house power, energy consumption, out source
contractors, equipment deterioration, energy consumption are controlled and monitored. The
strategy adopted by Central Park hotel is outsourcing in which managers have to squeeze
operating costs n business. This helps in improving productivity, reducing risks, increasing
revenue and lowering operating costs. The main operational functions which are outsourced
generally relates to maintenance, storage, promotions and accounting. The maintenance
department is responsible for managing services and processes that supports core business. This
ensures safety of all staff and guests and improving energy efficiencies and minimising operating
costs. These protect integrity of building by maintenance of building structure. It is the
responsibility of Central park hotel to manage various building structures like heating and
cooling plants, air cons, furniture, water and sewage facilities, alarms, electricity, procurement,
etc. The maintenance department of Central park Hotel is involved in outsourcing various
functions to experts. Thus it is role of maintenance manager to oversee different operations of
third party suppliers. If guests will be given good facilities then they will be satisfied and
convinced by hotel. This will help in increasing profit of hotel and goodwill in front of customers
and clients.
Maintenance log is used to avoid disruption for guests in the hotel. The managers of
Central park Hotel begin their shift work by examining log book for repair work orders. The
housekeeping department of this hotel reports problems to engineering that was reported by
staffs, guests like heating ventilation and air conditioning problems, electrical issues, broken
furniture, TV not working etc. This Hotel uses multiple work order forms for report maintenance
issues. When engineering department completes the work they inform housekeeping department
that filled work request form. The work that was done by maintenance department is evaluated
and checked by housekeeping supervisor to make sure that work is done properly. The sample
form used by this hotel is given below-

The Central Park Hotel
www.centralPH.com
MAINTENANCE REQUEST FORM
DATE
Room No.
LOCATION
REPORTED BY
PROBLEM
ASSIGNED TO
DATE COMPLETED
REMARKS
SHIFT IN-CHARGE
SIGN
Central park Hotel schedule maintenance and repair work for minimising disruption to guests.
It is important for Central Park Hotel to do a continuous work for repairing and managing any
defects in systems or infrastructure of hotel (Oleske Jr,, 2015). This is an necessary tool for
managers as this helps in determining failures and improving experience of guests. The central
park hotel follows rule of thumb and aim of this hotel is to increase preventive maintenance
actions with reduced correction in such a way as they fit into ratio of – 80% for planned tasks
and 20% for off plan jobs. This helps in improving the quality of service provided to guests and
customers. Following things are to be considered while maintenance and repairing.
 Bedrooms of guests must be well executed as a nice maintained bedroom will provide a
pleasant experience to guests.

 Air conditioning is also an essential element on which hotel managers have to work
regularly. Proper maintenance must be provided to air conditioners of hotel. Bad odour or
improper cooling are some issues with air conditioners.
 Hotel managers should take care that there is no leakage in building as this can cause a
great damage to infrastructure of hotel. Also proper sewage system must be there in hotel.
The maintenance department of Central Park hotel is responsible for managing services
and processes which support core business. They have to take care that all staff and guests are
within boundaries of establishment and they are responsible for improving energy efficiencies
and minimising operating costs. This department is involved in protecting integrity of the
building of Central Park Hotel through maintaining structure of building. This includes
managing of walls, ceilings and floors, aircons, heating and cooling plants; water and sewage
facilities; furniture, fixtures and equipment; electricity; alarms; space management; procurement
and so much more. It’s a huge responsibility for Central Park Hotel and having the right team in
place ensures that things run smoothly.
P10 Discuss the importance of security within a selected organisation
There is an increase in importance of security within hotel as this will help in improving
customer experience and satisfaction (Timmerman, and Mulvihill, 2015). There is a need to
have safety and security measures adopted by hotel organisation as this helps in reducing crime,
disasters, thefts, etc. There are different aspects which are covered in hotel security and these are
guest room locking, public area security of the system that are found in hotel premises. In
Central park Hotel, they maintain an effective security and safety plan and thus the front office
department of this hotel has continuous and regular coordination with security department of
hotel. This helps in providing a pleasant stay for customers and guests. This hotel always tries to
provide a healthy and positive work environment for building customer relations. This helps in
increasing revenue of the customer relationship management. Safety and security measures
adopted by Central Park hotel must be sufficient enough so that guests and customers encounter
less or no damage to their belongings and to themselves. Hotels are known as home away from
home for the guests. Therefore, guests must have no dissatisfaction while their stay. It is
important duty of hotel to make sure that customers and guests are receiving no internal as well
as external threat in hotel (Verbauskiene and Griesiene, 2014). They must be provided pleasant
and comfortable stay. The central park hotel uses different types of security measures for

customers and guests. Special security and safety should be given to female guests as they are
easily targeted by intruders. In the recent years there are cases related to many accidents, fire,
explosion, terrorism which have impacted customers mindset and this has created fear in their
minds. Hospitality sector depends totally on customer relationship and central park hotel is
providing a good customer experience. They are taking care of security measures of their guests
for increasing value of organisation. Different security facilities within The central park hotel are
given below -
Building entrances – The most important aspect while developing accommodation
services is reviewing the management of all entrances of hotel building. In case of The central
Park hotel , at night side entrances are restricted by using cards. This helps in restricting entry of
people other than guests in hotel premises. If guests are taking any of their friends to room than
they have to show identity cards of that person at front desk.
Hotel lobbies – They are designed to be visually open and there are no blind spots for
front desk employees. In the central park hotel, lobbies are designed in such a way that person is
walking through front door and he pass through front desk for reaching guest room. Lobbies help
in managing guests who are staying in hotel and continuous watch is kept on people who are
visiting guests staying in hotel.
Guest rooms – There are electronic locking systems in hotel for creating a safe
environment. This helps in building more satisfaction among customers and clients (Yang, and
Mattila, 2017). In Central park Hotel guests are provided a safe and secure environment so that
they can rely on hotel.
Guest amenities – Central park hotel has designed glass doors for allowing maximum
witness potential in services like exercise rooms, swimming pools, laundry facilities, vending
areas, etc. There is a secure parking area given to customers in The central park hotel so that
guests staying in hotel can park their cars safely.
The management of Central Park Hotel is involved in maintaining security of staff as
well as guests. It is important for hotel management to take care staff and guests against crime,
murder, food poisoning, etc. Guests can be given protection by providing safety lockers and
insurances. Lifts, Boilers, Kitchen equipment, furniture fitting and building etc. must be
protected and for these the Safety and Security should cover up fire safety equipment, bomb

threat security system, water floods security system, earthquake security system , safe vault
safety and security system etc.
CONCLUSION
From the above discussion it is concluded that hospitality sector depends on customer
relationship. Thus it is important for all hotels to provide good facilities to their guests and
customers for sustaining in market. There is a proper uniform given to staff for maintaining
decorum and discipline. Skilled and knowledgable staff is helpful in providing good facilities to
customers. There is a housekeeping department in hotel industry that has to keep check on
cleanliness and tidiness of hotel premises. Safety and security of customers and guests is also a
major concern for hotel industry. There are various departments in hotel which synchronise and
coordinate among themselves for achieving targets of company in specified time. The different
types of security facilities are parking, room safety, locking systems, safe lockers in rooms, etc.

REFERENCES
Books and journals
Bowie, D. and Et. Al, 2016. Hospitality marketing. Routledge.
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manufacturing and services networks. Journal of International Commerce, Economics
and Policy. 6(03). p.1550014.
Lovelock, C. and Patterson, P., 2015. Services marketing. Pearson Australia.
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hospitality industry? Exploring the moderating effects of market
positioning. International Journal of Information Management. 36(6). pp.1133-1143.
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Timmerman, L. C. and Mulvihill, T. M., 2015. Accommodations in the college setting: The
perspectives of students living with disabilities. The Qualitative Report. 20(10).
pp.1609-1625.
Verbauskiene, L. and Griesiene, I., 2014. CONCEPTUALIZATION OF EXPERIENCE
MARKETING IN THE SECTOR OF HOSPITALITY SERVICES. Transformations in
Business & Economics, 13.
Yang, W. and Mattila, A. S., 2017. The impact of status seeking on consumers’ word of mouth
and product preference—A comparison between luxury hospitality services and luxury
goods. Journal of Hospitality & Tourism Research. 41(1). pp.3-22.
Online
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