Report: Accommodation Services and Management at The Connaught Hotel

This report provides a comprehensive analysis of accommodation services, focusing on The Connaught Hotel, a five-star establishment in London. The report delves into various aspects of hotel operations, including the roles and responsibilities of the housekeeping department, such as maintaining cleanliness, forecasting linen stock, and managing both in-house and outsourced housekeeping functions. It assesses the importance of interdepartmental relationships, particularly between housekeeping, front office, security, maintenance, and the food and beverage departments. The report also examines the significance of scheduling maintenance and repair work and the critical role of security systems, including key card access and risk assessment plans, in ensuring guest safety. The analysis covers both consumable and non-consumable items and emphasizes the importance of par stock levels. The report concludes by highlighting the essential nature of accommodation services and the critical coordination needed between various departments to ensure operational efficiency and guest satisfaction.

Managing
Accommodation
Services

Table of Contents
INTRODUCTION...........................................................................................................................1
TASK 1............................................................................................................................................1
P1: Covered in PPT......................................................................................................................1
P2: Covered in PPT......................................................................................................................1
P3: Covered in PPT......................................................................................................................1
TASK 2............................................................................................................................................1
P4: Covered in PPT......................................................................................................................1
P5: Covered in PPT......................................................................................................................1
TASK 3............................................................................................................................................1
P6: Review of roles found in housekeeping department.............................................................1
P7: Assessment of importance of forecasting linen stock...........................................................2
P8: Importance of interrelationships between housekeeping and other departments..................3
TASK 4............................................................................................................................................4
P9: Examination of importance of scheduling maintenance or repair work ...............................4
P10: The importance of security in an organisation....................................................................5
CONCLUSION................................................................................................................................5
REFERENCES................................................................................................................................7

INTRODUCTION
Accommodation services can be defined as providing overnight accommodation in form
of rooms by charging a particular amount of fees and charges. The hospitality industry provides a
wide range of facilities for different types of needs of various customers (Boutkhoum and et.al.,
2017). They can be provided as basic or luxury facilities depending upon the type of service
selected. They are provided mainly to travellers, lodgers and tourists. For this assignment, The
Connaught Hotel has been selected which is a Five Star Hotel in London, United Kingdom. In
this project, a detailed analysis will be made on explanation on the type of accommodation
services in hospitality sector, roles of front office department in hotels. Also, a thorough
assessment of contribution of housekeeping department in providing accommodation services
and explanation of role facilities and security play in context of a hotel will be covered.
TASK 1
P1: Covered in PPT
P2: Covered in PPT
P3: Covered in PPT
TASK 2
P4: Covered in PPT
P5: Covered in PPT
TASK 3
P6: Review of roles found in housekeeping department
The housekeeping department plays different roles which are essential for functioning of
a hotel (Head, Ross and Bellamy, 2016) (Kagan, Frank and Kendall, 2017). The role of
housekeeping department in the context of The Connaught Hotel is as follows-
 To achieve efficiency in providing satisfaction to the clients.
 To ensure a comforting and soothing atmosphere for guests.
 To set high standards of cleanliness and make sure to follow them.
 To provide clean linens and forecast the requirements of stock of linen from time to time.
1

 To coordinate and cooperate in renovation and refurbishing of the hotel property.
Difference between In-House housekeeping and Outsourced housekeeping-
Basis In-House housekeeping Outsourced housekeeping
Meaning It involves use of hotel's own
staff for housekeeping duties.
It involves use of external
agency for housekeeping work.
Cost It is cheaper. It is costly.
Roles and responsibilities of executive housekeeper-
Managing HR concerns- Executive housekeeper of The Connaught Hotel has to manage
the HR concerns of employees working in housekeeping department.
Employee motivation- Executive housekeeper of The Connaught Hotel needs to
motivate employees of housekeeping department so that they can work effectively and
efficiently.
Managing a multicultural team- People of different cultures work together in the
housekeeping department. Therefore Executive housekeeper of The Connaught Hotel has to
ensure the management of a multicultural team.
P7: Assessment of importance of forecasting linen stock
It is very important for the hospitality department of a hotel to ensure that linen stock,
uniforms, cleaning and guest supplies are maintained so that guests don't face any problems or
issues (Kim and Lee, 2016). The importance of forecasting of linen stock in context of The
Connaught Hotel is analysed as follows-
It is necessary for the housekeeping staff of The Connaught Hotel that it forecasts the
requirements of linen stock on the basis of various factors such as consumption rate, time taken
to receive supplies etc. It can use inventory management and keep a track of its stock levels.
Effective forecasting will help the housekeeping department in maintaining sufficient inventory
of linen which will ensure that problems are not faced by guests (Lyu, Li and Law, 2019).
Difference between consumable and non-consumable items-
Basis Consumable items Non-consumable items
2

Meaning These are items which need to
be consumed very fast to
prevent them from perishing.
These items are non-perishable
in nature.
Usage They can be used only once. They can be used more than
once.
Par stock level means the number of items that should be available in the inventory of a
hotel at any given time. The housekeeping department of The Connaught Hotel must ensure
maintenance of par stock level at all times so that guests don't run out of stock of essential
supplies in their rooms. For maintaining par stock level classification of inventory is essential.
P8: Importance of interrelationships between housekeeping and other departments
The housekeeping department has to display coordination with other departments to
ensure efficiency in operations (Coordination of housekeeping with other departments, 2018).
The coordination housekeeping department of The Connaught Hotel has with other departments
has been explained below-
Co-ordination with front office- It is essential to ensure that the room is cleaned before
it is offered to the guest (McMahon and et.al., 2016). The housekeeping department of The
Connaught Hotel coordinates with front office and ensures proper cleaning of rooms before the
arrival and after the departure of guest.
Co-ordination with security- The housekeeping department has to work in close contact
with the security department so that privacy of guests is not affected. The Connaught Hotel's
housekeeping department does this task effectively.
Co-ordination with maintenance- The housekeeping department has to cooperate with
maintenance department to ensure that rooms of guests are in order. The Connaught Hotel's
housekeeping department efficiently performs this task.
Co-ordination with F&B- The housekeeping department needs to coordinate with F&B
department and should ensure standards of hygiene are maintained. Housekeeping department of
The Connaught Hotel performs this task by checking the quality of food and beverages by
regular audits.
3

Co-ordination with Conference and Events- By coordinating with Conference and
Events department, the housekeeping department of The Connaught Hotel ensures that there are
no problems in hosting of conferences and events (Parker and Parker, 2017). It does so by
maintaining cleanliness, properly managing its resources, properly tracking its inventory of
items. It also makes a list of essential items required during conferences and events and ensures
that those items are made available. Also, it has to remain alert of any requirements that may
come up during the event. Thus, it can be concluded that hosting of successful programmes in
hotel requires close cooperation of the housekeeping department.
TASK 4
P9: Examination of importance of scheduling maintenance or repair work
It is important to regularly schedule maintenance or repair work in a hotel so that regular
repairs can be carried out (Priporas and et.al., 2017). Its importance in context of The Connaught
Hotel is as follows-
Functions of facilities manager of The Connaught Hotel-
 They are responsible for operation, maintenance and management of hotel's physical
infrastructure and equipment.
 They inspect building' structures to see if the building requires repairs. If it requires
repairs then it is communicated to the management.
Functions of maintenance engineers of The Connaught Hotel-
 To respond to requests of guests for repairs.
 Ensuring proper communication with guests to find out problems.
Functions of security manager of The Connaught Hotel-
 Ensuring safety and security of guests.
 Maintenance of security and surveillance systems such as CCTV cameras, security alarm
system etc.
Functions of security guards of The Connaught Hotel-
 To prevent unauthorized entry of people in hotel by verifying their credentials.
 To maintain a detailed record of visitors in the hotel.
It is the duty of housekeeping department of The Connaught Hotel to facilitate
communication between guest and maintenance department. If the guest has a maintenance
4

request a work order is prepared to handle it. The housekeeping department then ensures tracking
of progress of work order and the closure of complaint. For this, a computerised maintenance
management system is used which is helpful in tracking of progress of various work orders. It
details different orders and helps in allocation of work to employees of the maintenance
department. This leads to efficiency, effectiveness and productivity of workers in performing
their tasks. Also, the problems of guests are resolved quickly.
P10: The importance of security in an organisation
Security of guests is of utmost importance in a hotel as it has to be ensure that its clients
are safe and protected. The importance of security in the context of The Connaught Hotel is
explained as below-
Security systems in the hotel-
Key card access- It makes sure that no one other than the authorized guest or staff of the
hotel can enter the room. In The Connaught Hotel key card access system is placed for entry into
rooms.
After-hours access- It can be allowed by the security department of the hotel if there is
some valid reason. In the context of The Connaught Hotel it is tightly regulated.
Risk assessment security plans- These plans can be made to take quick action in case of
a contingency. The Connaught Hotel has a thorough risk assessment plan in place which it can
implement whenever required.
Alarms and security systems- They help in case of burglary or any other mishappening
such as fire. Security systems like biometric entry helps in preventing unauthorized access in the
hotel. The Connaught Hotel has put these systems into place.
The importance of security in hotels can be underlined by the fact that it is the duty and
responsibility of hotel staff (Regehr and et.al., 2017). In The Connaught Hotel security is of
utmost priority and regular reviews and audits take place to find out any faults with the system.
Also, if there are any faults they need to be rectified quickly. This facilitates in providing better
security in the hotel for the guests.
CONCLUSION
From the above project, it can be concluded that accommodation services are facilities of
bed and lodging provided to cater to different needs and demands of guests in return of a price.
5

In this assignment, details regarding accommodation and hospitality and industry have been
covered. The functioning of operations of various departments in the hotel and the close
cooperation and coordination they maintain has been discussed. Also, the priority of security of
guests in hotel has been analysed.
6

REFERENCES
Books and Journals:
Boutkhoum, O. and et.al., 2017. A decision-making approach based on fuzzy AHP-TOPSIS
methodology for selecting the appropriate cloud solution to manage big data projects.
International Journal of System Assurance Engineering and Management. 8(2).
pp.1237-1253.
Head, B. W., Ross, H. and Bellamy, J., 2016. Managing wicked natural resource problems: The
collaborative challenge at regional scales in Australia. Landscape and Urban Planning.
154. pp.81-92.
Kagan, E. R., Frank, H. E. and Kendall, P. C., 2017. Accommodation in youth with OCD and
anxiety. Clinical Psychology: Science and Practice. 24(1). pp.78-98.
Kim, W. H. and Lee, J., 2016. The effect of accommodation on academic performance of college
students with disabilities. Rehabilitation Counseling Bulletin. 60(1). pp.40-50.
Lyu, J., Li, M. and Law, R., 2019. Experiencing P2P accommodations: Anecdotes from Chinese
customers. International Journal of Hospitality Management. 77. pp.323-332.
McConkey, R. and et.al., 2016. Relocating people with intellectual disability to new
accommodation and support settings: Contrasts between personalized arrangements and
group home placements. Journal of Intellectual Disabilities. 20(2). pp.109-120.
McMahon, D. and et.al., 2016. Podcasts on mobile devices as a read-aloud testing
accommodation in middle school science assessment. Journal of Science Education and
Technology. 25(2). pp.263-273.
Parker, S. and Parker, M., 2017. Antagonism, accommodation and agonism in Critical
Management Studies: Alternative organizations as allies. Human Relations. 70(11).
pp.1366-1387.
Priporas, C. V. and et.al., 2017. Service quality, satisfaction, and customer loyalty in Airbnb
accommodation in Thailand. International Journal of Tourism Research. 19(6). pp.693-
704.
Regehr, C. and et.al., 2017. A comprehensive approach to managing threats of violence on a
university or college campus. International journal of law and psychiatry. 54. pp.140-
147.
Online
Coordination of housekeeping with other departments. 2018. [Online]. Available
through:<https://www.bngkolkata.com/housekeeping-co-ordination/>
7