Analysis of Front Office, Housekeeping in Accommodation Services

This report provides a detailed analysis of the front office and housekeeping departments within accommodation services, using The Langham, London as a case study. It begins by outlining the functions of the front office, including guest interaction, room status updates, information gathering, and reservation management, with examples from various accommodation types. The report then delves into the key roles of the front office in meeting business objectives, such as fostering a friendly environment, responding to guest queries, and communicating with other departments to ensure high service standards. The impact of the front office on achieving positive reviews is also discussed. The report then shifts to the housekeeping department, detailing its roles in maintaining cleanliness, establishing a welcoming atmosphere, and managing linen and guest supplies. The importance of forecasting linen stock and other supplies to meet demand is examined, highlighting the need for adequate stock, efficient capital utilization, and damage prevention. Furthermore, the report explores the significance of interrelationships between housekeeping and other departments, such as front office and maintenance, to ensure smooth operations and guest satisfaction. Finally, the report underscores the importance of scheduling maintenance work and security within accommodation services, emphasizing effective communication between departments for overall guest satisfaction. The report concludes by summarizing the key findings and reinforcing the importance of each department's role in delivering a positive guest experience.

Management Accommodation

Table of Contents
INTRODUCTION...........................................................................................................................3
LO2..................................................................................................................................................3
Function of the Front Office with reference to three different types of accommodation
provider........................................................................................................................................3
Key roles of the Front Office department in meeting the organisation’s business objectives....4
Role of the Front Office in achieving positive reviews...............................................................5
Key roles found within the housekeeping department in The Langham, London.......................5
Importance of forecasting linen stock and other guest supplies to ensure sufficient supply to
meet demand................................................................................................................................6
Importance of interrelationships between housekeeping and other key departments within The
Langham, London........................................................................................................................7
Relationship between the housekeeping department and other key departments in a The
Langham, London to provide effective quality accommodation services...................................8
Importance of scheduling maintenance or repair work to minimise disruption to guests...........9
Importance of security within The Langham, London..............................................................10
Role maintenance plays within the accommodation services in ensuring overall guest
satisfaction.................................................................................................................................10
Importance of communication between the housekeeping and facilities department for
providing effective quality accommodation services that meet overall guest satisfaction........11
CONCLUSION..............................................................................................................................12
REFERENCES..............................................................................................................................14

INTRODUCTION
Accommodation services include several services and in order to ensure effective and
qualitative services being provided to guest contribution of different departments is required.
Every department in accommodation services has the specified roll however important objective
of this function is to ensure that they are able to provide best experience to guest. This report will
discuss about front office functions and roles of front office department in meeting organisations
business objective. Followed by this report will include a discussion over roles of housekeeping
department in an accommodation service and its relationship with other departments within
organisation. Lastly, report will also discuss about importance of scheduling of maintenance
work to minimise directions to guests and full discuss about importance of security with
accommodation service. This report will contextualize The Langham, London, this is one of the
largest and best known Hotel off of traditional style in London England. The hotel was opened in
1865 and the five star hotels have 380 rooms. Hotel provides different services including dining
event well and all department work together to provide best experience to guests.
LO2
Function of the Front Office with reference to three different types of accommodation provider
Interacting with guests- This is a function of front office that is undertaken in holiday park
accommodation. In this function of front office, employees interact with guests when they come
at accommodation and they interact with them to inform about their room and also provide
required information to guests regarding their stay at accommodation (Rony and Awal, 2020). In
addition to this customers also firstly interact with front office when they have any complaint or
issue with their stay in Holiday Park.
Updating status of rooms- This is one of the important functions of front desk that specially
takes place in hotels where rooms are constantly booked. In this it is important to update status of
the rooms in order to determine their availability on certain date or when the room can be booked
again. This is very important when guests book their services online and it is very important to
have adequate knowledge of status of room in order to avoid inconvenience. This room status
also includes check-in, check-out, occupied and do not checked-in.

Collecting detailed information of guests- This is also a function that is carried out in
apartments and in this front office collects detailed information about guests. In this function
they collect valid ID proof and details of the guests. This is used for several purposes and is
mainly for security purpose. This is also a function that is done to obey different rules and
regulations that have been imposed by laws and legislation.
Reservation- This is also a function that front office undertakes and as per this function they
register or book rooms or other accommodation services for customers from different sources.
These different sources include such as third party agents and online sources (Heyes, 2017). This
is a very important front office function that is undertaken in The Langham, London.
Key roles of the Front Office department in meeting the organisation’s business objectives
In order to meet objectives of The Langham, London front office plays very important
role. Organisation’s business objectives include maintaining highest level of customer
satisfaction and providing best services of guests in hotel. In addition to this, increasing business
of the hotel and increasing loyal customer base is also included in objectives of The Langham,
London. Role that front office plays in meeting these objectives of The Langham, London are-
Providing a friendly environment to guests- In hotels employees of the hotel and their attitude
and behaviour plays an important role in overall customer satisfaction and this is why one of the
role that front office has is to provide friendly environment to guests. This involve giving them
warm welcome because when guests arrive at hotel they employees of front office are the one
who firstly interact with guests (Ekhsan and et.al., 2020). In addition to this employees at front
office also undertake activities like providing them information regarding accommodation and
their stay within The Langham, London, it is important that right and required information is
provided to guest.
Responding to complaints and queries of guests- This is another role of front office in which
they respond to complaints and queries of guests in The Langham, London. In order to ensure
satisfaction and gain their loyalty it is important that guests do not have complaint for The
Langham, London. However a responsive and positive attitude towards their complaints and
queries can add value in their experience.

Communicating with different departments to ensure highest standards of customer
service- This is a role of front office in which they are required to communicate and coordinate
with different departments (Wen and et.al., 2020). In this they communicate with housekeeping
department to inform about booking, check-in and check out so guest get their room ready when
they check-in with The Langham, London.
Role of the Front Office in achieving positive reviews
As discussed above roles of front office in achieving organisational objectives and their
role plays very important in getting positive reviews from the guests which has become very
important in recent times. This requires front office staff to be well aware of the functioning of
different review sites and how they make impact on perception of guests. Positive customer
reviews are a result of positive experience of customers at the hotel and how they are treated at
accommodation. In this their role of making positive and good impression is important through
their interaction and communication with guests. In enhanced guest satisfaction it is very
important that front office make effective coordination with other departments so that guest can
be provided with best service.
On the basis of discussion it can be recommended that front office employees are able to
understand working of different review sites and what leads to positive reviews on these sites.
This is because review sites have become very important in recent times (De Pelsmacker, Van
Tilburg and Holthof, 2018). Front office should also interact with guest and encourage them to
provide positive reviews and front office should also ensure that guest have no complaints with
The Langham, London.
Key roles found within the housekeeping department in The Langham, London
Housekeeping is an operational department that is responsible for cleanliness,
maintenance, keeping rooms, public areas, back areas in hospitality organisation. Roles of
housekeeping department within The Langham, London are as follows-
Achieving maximum efficiency possible in care and comfort of guests- Cleanliness and
upkeep of rooms play very important role in overall care and comfort of guests while they are in
hotel (Singh, 2017). Housekeeping department play important role when it comes to achieving
maximum efficiency regarding cleanliness and attractive atmosphere in hotel.

Establishing welcoming atmosphere- This is one of the important role of housekeeping
department in The Langham, London in which it is responsibility of housekeeping department to
ensure it provides welcoming environment to guests while they enter into hotel. Welcoming
environment involves providing an atmosphere which is clean and beautiful that attracts guests
and adds value in their experience.
Developing and achieving high standards of cleanliness- Housekeeping department in The
Langham, London also has a role to play in determination of standards of cleanliness within
hotel. Followed by development achievement of these standards is also a responsibility of
housekeeping department within The Langham, London. It is important that all areas within
hotel are clean including rooms, public areas and other areas where guests and employees can
come.
Providing linen in rooms and in other areas on hotel- This is also one of the important role of
housekeeping department in The Langham, London. This involves providing linen as per
requirement in hotel in rooms, restaurants, banquet hall, conference venues, health clubs and in
other areas of hotel.
Catering laundry requirements- This is also a role in which housekeeping department of The
Langham, London cater laundry requirements of linen in hotel, uniforms of staff and clothing of
guests (Jubaedah, Rohaeni and Rinekasari, 2019).
Importance of forecasting linen stock and other guest supplies to ensure sufficient supply to meet
demand
Linen stock and other guest supplies that include things that guest require and are
provided by hotel to make sure their stay in hotel is comfortable. Forecasting linen stock and
other guest supply is concerned with prediction about the quantity that The Langham, London
will require to ensure that they are able to fulfil requirements of all guests in hotel. In addition to
this it also involves predicting quantity to have adequate linen stock to fulfil other operational
requirements in The Langham, London. Importance of forecasting linen stock and other guest
supplies to ensure sufficient supply to meet demand is as follows-
Adequate stock- This is first importance of forecasting linen stock and guest supplies that The
Langham, London have adequate stock in hotel. Having adequate stock ensures that all

operations can be completed smoothly and guests also do not get affected by inadequate stock
and supplies.
Proper and effective utilisation of capital- This is another reason because of which forecasting
linen stock and guest supplies are important to ensure sufficient supply to meet demand.
Effective forecasting helps The Langham, London in avoiding improper investment which can
cause loss to hotel. This means that right forecasting of linen stock can help in avoiding
overstock of linen in hotel.
Avoiding damage- This is also a reason that linen stock and guest are important to forecast so
that hotel can avoid any kind of damage to stock as a result of surplus storage (Aharon, 2020).
This means that when there is surplus stock than what actually is required, in such situation
storage and maintenance is difficult and can cause damage to stock resulting in loss to hotel.
Importance of interrelationships between housekeeping and other key departments within The
Langham, London
Housekeeping department is a department that is responsible for carrying out cleanliness
and maintenance work in hospitality organisation. It is important that it maintain effective
relationship with other key departments in hotel. Key department in hotel includes front office,
sales and marketing, personnel, maintenance and purchase department. Importance of
interrelationship between housekeeping and other key departments within The Langham, London
is as follows-
Ensuring that rooms are ready for guest- This is one of the important reason for
interrelationship between housekeeping and front office department in The Langham, London.
Front office is responsible for maintaining records of check-in, check-out and other status of
room. Interrelationship between housekeeping and front office is important to have information
about rooms and their status so that when guests are about to check-in they find their room clean
and ready for stay.
Fulfilling employee/personnel requirement- This is one of the importance of relationship
between housekeeping and personnel or human resource department within The Langham,
London (Devrim Yilmaz, 2017). Interrelationship in these two departments is important because
personnel department fulfils requirement of housekeeping department regarding manpower in

department. They hire employees for housekeeping and they also complete other key activities
that include their compensation, grievance, training and development.
Ensuring timely maintenance- This is also important reason for relationship between
housekeeping and maintenance department in which housekeeping department informs
maintenance about requirements for repair of maintenance in The Langham, London.
Housekeeping department is responsible for cleaning and upkeep of all public areas and rooms
within The Langham, London and because of this they have knowledge about requirement for
maintenance in property. Timely maintenance can save hotel and its property from significant
damage resulting in increased cost of hotel.
Relationship between the housekeeping department and other key departments in a The
Langham, London to provide effective quality accommodation services
Housekeeping is responsible for cleaning and upkeep of hotel rooms and other areas in
hotel and is one of the most important operational areas in hotel. Interrelationship of
housekeeping with other key departments in The Langham, London to provide effective quality
accommodation services is as follows-
Housekeeping and front office- Housekeeping and front office have very important relationship
within The Langham, London (Chase, 2019). The relationship is based on sharing of information
and effective operations of housekeeping are significantly dependent on information that is
received from front office department. Front office department have information about booking
of room and their occupancy. This knowledge enables housekeeping department to effectively
carry out their operations.
Housekeeping and human resource- Interrelationship of Housekeeping and Human Resource
Department is also important within The Langham, London. This interrelationship ensures that
housekeeping department have competent and efficient employees who can carry out work while
maintaining highest standard of performance. Housekeeping department also facilitate
functioning of Human Resource Department by providing them adequate information regarding
requirement of employees within department
Housekeeping and purchasing department- Interrelationship of Housekeeping and purchasing
department is very important as housekeeping department is required to ensure adequate stock of

linen and guest supplies in hotel. This requires assistance of purchasing department within hotel
so that they purchase linen and guest supplies required for hotel and in addition to this
information from housekeeping department is also important for purchasing department.
Information from housekeeping facilitates decision making about purchasing required inventory
for hotel (Puspita, Budasi and Ramendra, 2019). Purchasing department also important as
material and inventory required for housekeeping operations is also purchased by purchasing
department in the Lingam London.
Importance of scheduling maintenance or repair work to minimise disruption to guests
Scheduling maintenance or repair work is concerned with planning maintenance and
determination of its timings so that disruption and disturbance to guests can be reduced. It is
important to schedule repair work in The Langham, London so that guests does not get affected
by repair work taking place in hotel. Importance of scheduling repair and maintenance in The
Langham, London is as follows-
Pro-active maintenance or repair work- This is one of the important reason that scheduling
maintenance is important in The Langham, London. Scheduling ensures that repair work is pro-
active and this involves ensuring that all areas in hotel are in a sound position to be used by
guests who come to hotel and use its property. This is because identifying requirement of
maintenance when guest are using property negatively affects their experience and repair work
during their stay also cause disruption. This is why pro-active maintenance is a reason for
scheduling maintenance.
Aligning room allotment with maintenance work- It is important to consider that in areas
where maintenance work is taking place rooms in that area are not booked for that time period
(Mutlu Öztürk and Öztürk, 2019). This is possible through scheduling maintenance and repair
work that rooms are kept vacant in that area. This means that when rooms are booked in area
where maintenance work is under process noise and work of repair can cause disruption to
guests. Scheduling helps in creating alignment in maintenance work and bookings of room to
ensure positive customer experience.
Recording of maintenance and repair- This is also a reason that scheduling maintenance and
repair work is important for minimising disruption to guest. This means that scheduling helps in

ensuring that areas and property that requires regular maintenance is maintained on time. This
will ensure that guest does not get disrupted because property and equipments are not in well
condition.
Importance of security within The Langham, London
Hotel security ensures that guests, employees and property of the hotel is protected and
safe. Importance of security within The Langham, London is as follows-
Maintaining safety of guests- This is one of the importance of security in The Langham,
London as it will ensure safety of guest in hotel. This involves ensuring protection from any kind
of criminal activity that might take place at hotel and cause harm to guests at The Langham,
London (Ihsan and Alshibani, 2018). Protection of guests also includes protecting them from
criminal acts and health hazards from outsiders, staff of hotel, and other troubles that can take
place at hotel.
To prevent damage to property- This is also one of the reason that security within hotel is
important, prevention of property when any act take place which can damage property of hotel.
There are several equipments that are placed in hotel and situations like fire or natural calamities
can cause damage to property. In such situation fire safety equipments, bomb threat security
systems and other security systems that can protect property from damage caused by natural
calamities. In addition to this security also helps in preventing damage to property when damage
is done deliberately.
To maintain and monitor integrity of key card access- Key cards are keys through which
guests or staff can make access to hotel and its property. This is also a reason that makes security
important for The Langham, London in which with helps of security hotel and security function
can ensure access to rooms and property within hotel through key card (Cró and Martins, 2017).
It helps in avoiding any unauthorised access and attempt made for unauthorised access within
room or in other areas of hotel that can be accessed by hotel staff.
Role maintenance plays within the accommodation services in ensuring overall guest satisfaction
Maintenance department within The Langham, London is responsible for insuring that all
facilities and equipment are in good condition. Role that maintenance department plays within
The Langham, London to ensure overall guest satisfaction are-

Equipment replacement and purchasing new equipment- One of the important roles of
maintenance department in ensuring overall guest satisfaction is replacing equipment and
purchasing new equipment in hotel. It is very important that equipment in hotel are regularly
maintained and when they are not in a condition to be repaired they required to be replaced and
maintenance department replaces equipment along with purchasing new equipment to ensure
guest satisfaction in hotel.
Developing vendor for supplying spare parts- Several types of spare part and material are
required for maintenance and repair work within hotel. It is a role of maintenance department to
development vendor who can supply required spare parts in hotel.
Coordination with other departments in hotel- Maintenance department also plays important
role in coordinating with other departments in hotel (Longart, 2020). Maintenance and repair
work in hotel affect other departments such as front office and housekeeping department and
their functioning and it is very important to co-ordinate with them to ensure your overall smooth
functioning of hotel.
Maintaining and repairing property and equipments in hotel- Maintenance department play
very important role in ensuring that all equipments are in a good condition. In case property and
equipment are not in good condition they required to be repaired and this is responsibility of
maintenance department to repair property and equipment in The Langham, London
Protecting and enhancing financial value of building and property- Maintenance department
within The Langham, London also plays very important role in protecting and enhancing
financial value of building and property. This means that when all parts of property and
equipment that are used for operations they contribute in enhancing financial value of building.
Importance of communication between the housekeeping and facilities department for providing
effective quality accommodation services that meet overall guest satisfaction
Communication between housekeeping and facilities department for providing effective
and quality accommodation service that meet overall guest satisfaction (Jamkhaneh and et.al.,
2018). It is very important that The Langham, London provides accommodation to its customers
that is in good condition and also is clean and this requires that both housekeeping and facilities

departments to work so that quality accommodation can be provided to customers. Some of the
ways in which communication between housekeeping and facilities department is important are-
Communicating about Heating/Air Conditioning- Heating and air conditioning are very
important for ensuring a confortable stay of guests at The Langham, London and housekeeping
department can identify frequently if there is any issue in heating or air conditioning in the room
which can cause dissatisfaction of guests. Housekeeping will require communicating with
facilities to fix any kind of damage of issue and fix it.
Communicating about broken or damaged furniture- The Langham, London is a luxury hotel
and every element of hotel and its appearance add value in satisfaction of customers and
furniture is also one of them. Housekeeping department when identify that furniture is not in
working condition, they require communicating with maintenance department (Radovic
Markovic and Salamzadeh, 2018). In addition to this all the elements in The Langham, London
that are important for customer satisfaction during their stay require to be in perfect order. It is
duty of housekeeping and facilities department collectively ensure order of hotel and its property
so that they can provide quality accommodation services.
CONCLUSION
On the basis of above discussion it can be concluded that in order to provide high quality
and satisfactory Hospitality Services it is very important that different departments and
operational area in accommodation work together. This report discussed about functions that a
front office have in accommodation services. This role of front office department in meeting
organizations business objective were also discussed and on the basis of discussion it can be
concluded that a front office has a very important role to play in achieving organisational
objectives as well as in achieving positive reviews for accommodation services. Report later also
discussed about different role of housekeeping department and importance of forecasting linen
along with interrelationships between Housekeeping and other key departments in hotel. Roles
and responsibilities that other key departments have in hospitality organisation were also
discussed in report such as maintenance department and security. Discussion outlines that
maintenance department have a very important role to play in overall quality accommodation
and for achieving highest level of guest satisfaction.