Hilton Hotel: Accommodation Services and Guest Satisfaction

This report provides a comprehensive analysis of accommodation services, focusing on the Hilton Hotel. It begins with an introduction to the importance of accommodation management within the hospitality industry, highlighting the significance of guest satisfaction and revenue generation. The report then delves into the criteria and size of accommodation services, examining different hotel star ratings and ownership forms, including privately owned, leased, managed, and franchise models. It further explores the roles of grading, classification systems, and online review sites in influencing guest decisions, and evaluates how accommodation services contribute to guest satisfaction. The report also examines front office and housekeeping functions, detailing key roles within each department, the importance of forecasting supplies, interdepartmental relations, and the significance of maintenance, security, and communication. The conclusion summarizes the key findings and the overall importance of effective accommodation management in the hospitality sector.

MANAGING
ACCOMODATION
SERVICES

Table of Contents
INTRODUCTION...........................................................................................................................3
PART 1............................................................................................................................................4
TASK 1............................................................................................................................................4
Criterion and size of accommodation services within hospitality industry............................4
Different forms of ownership available to accommodation services.....................................9
The roles that, grading, classification systems and online review sites play when potential
guests look for and book accommodation............................................................................11
Assessment of accommodation services, grading and reviews upon decision making of guests
..............................................................................................................................................16
Critical evaluation of how accommodation services help in guest satisfaction...................16
TASK 2..........................................................................................................................................17
Front office functions within a variety of accommodation services....................................17
Key roles within the front office department in hotels.........................................................19
Key roles found within the housekeeping department...........................................................1
The importance of forecasting linen stock and other guest supplies......................................2
Interrelations between housekeeping and other department..................................................3
The importance of scheduling maintenance or repair work to minimise disruption to guests4
Importance of security within an organisation.......................................................................4
Role of maintenance in accommodation services to ensure overall guest satisfaction..........5
Critical evaluation of the importance of communication between housekeeping and facilities
department..............................................................................................................................5
CONCLUSION................................................................................................................................5
REFERENCES................................................................................................................................6

INTRODUCTION
Managing accommodation within the hospitality industry plays a crucial role as this is
termed to be the most largest sector with the industry of tourism. Every association within this
field deals in providing their satisfaction by rendering better quality of services so that they can
increase their visitor use of services and regular visits. As industries are growing rapidly so it is
necessary for the management of this tourist industry to provide their customers with full
satisfaction of their needs in order to remain at higher position in the market place by generating
higher amount of revenue. The assignment is based on the chosen hotel which is Hilton hotel
which is one of the leading multinational hotel in the American economy. This assignment
involves the study on the various topic such as overview about the accommodation services
along with its different forms of ownership. Apart from this the study also covers the topic
related to the functioning of the front office and housekeeping within the business so that the aim
of the hotels can be achieved in a proper manner. In this file the discussion on the significance of
the housekeeping will be addressed along with installation and safety function of the
accommodation services(Ahmad, Jabeen and Khan, 2014).
PART 1
TASK 1
Criterion and size of accommodation services within hospitality industry.
The success of the hotel industry depends upon how effective and best services related to
the accommodation and other facility its furnish to its potential customers. The major purpose of
this accommodation industry is to retain their customers visits within the hotel by managing all
the accommodation services in a proper way. As the business of hospitality cover a huge market
by operating its business in different different sectors such as the business of hotels, events,
cruise line etc. so that vast areas can be covered. And the services to all the guests arriving to the
hotel can be rendered in a effective manner(Amoako and et. al., 2012). The scale and size of the
hotels as compared to quantity are :

Table 1 :- According to the ace rating how many hotels in the UK economy are operating:
Hotels star rating Numbers(2019)
1 star 6956
2 star 6799
3 star 7697
4 star 4535
5 star 3369
Interpretation: As per the preceding graph, it can be summarised that the number of hotel
operating with 4 and 5 star are comparatively less than the hotels which are successful in
providing services to the customers by holding 3 stars.
Table 2:- Series of motels which are operating their concern in London.
Hotels in London Numbers(2019)
One star 1125
Two star 959
1 star 2 star 3 star 4 star 5 star
0
1000
2000
3000
4000
5000
6000
7000
8000
6956 6799
7697
4535
3369 Numbers(2019)

Three star 700
Four star 639
five 590
Interpretation: From this graph, it can be inferred that the business with one start rating in the
London is operating successfully as compared to other rating criteria such as 3 start or 5
star(Barlow, Roehrich and Wright, 2013).
Table 3:- The amount of hotels operating in UK in opposition to other countries.
Hotels as compare to other countries Number(2019)
United kingdom 5098
United states of America 7399
Singapore 4299
France 6329
Thailand 6963
One star Two star Three star Four star five
0
200
400
600
800
1000
1200 1125
959
700
639 590
Numbers(2019)

Interpretation: According to the preceding graph it can be summarised that the the economy of
UK fosters second last position in relation to the numbers of hotel operating as compared to the
other countries.
Table 4:- The definite quantity of hotel as equivalence to Bed and breakfasts.
Particular Number(2019)
Hotels in UK 5597
B&Bs 3564
United kingdom
United states of America
Singapore
France
Thailand
0
1000
2000
3000
4000
5000
6000
7000
8000
5098
7399
4299
6329
6963
Number(2019)

Interpretation: As per the above mentioned descriptive it can be concluded that the UK is
holding higher numbers of hotels in opposition to the Bed and Breakfasts(Berger and Denny,
Google, 2012).
Table 5:- Operating of hotel in London in contradict to other places.
Particular Number(2019)
London 4695
Paris 5568
New York 6698
Bangkok 7980
Beijing 2536
Hotels in UK B&Bs
0
1000
2000
3000
4000
5000
6000 5597
3564
Number(2019)

Interpretation: From the above mentioned graph it can be examine that London holds second
last position in the hostel industry as compared to other cities. And the number of hotels operated
within the London is also fewer as compared to other places.
Different forms of ownership available to accommodation services
As this industry of the hospitality is huge and there are various sectors operating in it. In
order to this the management of the accommodation is done in a various ways so that affectivity
in the management of all these accommodation services can be bring in a significant manner.
Below mentioned are the forms of ownership which are available within the accommodation
services:
Privately owned hotels: This is the type of ownership in the accommodation services
where the business is privately owned and managed by a single entity bearing all the prevailing
risks and liabilities associated with the firm. In this ownership form the hotel will be managed by
a single person and all the decision in relation to the operating of business, its strategies and
policies and decisions will also be formed by the individual only. In this ownership the
dependency regarding the business success and failure is also upon the person who is solemnly
operating the firm(Cascio, 2015).
London Paris New York Bangkok Beijing
0
1000
2000
3000
4000
5000
6000
7000
8000
4695
5568
6698
7980
2536
Number(2019)

Advantages Disadvantages
 The advantage related to the privately
owned firm is that it enables the
manager of the Hotel in forming their
own decision regarding the working so
that the effective performance within
the concern can be carried out without
any disruptions and have full control
over the business finance so that the
allocation can be done in a best
possible way.
 This is disadvantage for the business
owner of the private firm as the
manager of the hotel who owned in as a
single entity can not get listed in the
stock trade market and the sale of stock
in this is also not possible due to which
the hotel has to undergo certain issues.
Leased hotels: This form of ownership of hotel is the one where the owner himself gives
hotel of the lease where all the finance activities are managed and controlled the lessee to who
the hotel has been given on lease. Direct with this understanding of the lease both the person
owner as well as the lessee remains in touch for the longer duration of time and operates the
business by successful contract.
Advantages Disadvantages
 Through this the association will be at
benefit as through the contract of lease
the lessee don't have to invest capital in
the business and the capital which he
have can be utilised further for the
growth and development of the
business in the competitive market.
 This is based on the long term contract
which bound a company to pay the
specific amount for a longer time and
bear all the expenses. In become burden
on the company when the lease property
is not utilised by the
company(Common, Flynn and Mellon,
2016).
Managed hotels: This form of the ownership is the one where the individual in the
market places seeks to invest in the business but due to lack of the skills and knowledge about

how the investments should be done they are not capable enough to invest. Here the person wish
to hire the management company who can easily form the decisions related to these issues.
Advantages Disadvantages
 In this the business can easily form
their decision by working with the
specialist . These specialist will allow
them in managing their cost and
resources in a effective manner so that
operating of the hotel can be done in a
best possible manner.
 The disadvantage of this ownership
form in the accommodation services is
that the business have to face from high
amount of conflicts and challenges.
Franchises: in this ownership form the business allows other national and regional firm
to use their logo, protocols and the name so that the operation burden from the organisations can
be lowered down and working can be perform in a smooth manner(Friess and et. al., 2015).
Advantages Disadvantages
 The advantage of this ownership is that
other firm can easily enjoys the brand
name and can earn higher rate of profit
in the market.
 Here the business has to undergo higher
amount of capital investment due to
which the business have to suffer from
losses.
The roles that, grading, classification systems and online review sites play when potential
guests look for and book accommodation.
While preferring the hotel these online sites plays a vital role on the basis of their
grading, classification and review of the visitors. All these factors supports the visitor in
choosing their accommodation services by checking their rating which the customers who have
already stayed in the hotel has given so that later on the customer arriving can check the grading
and form the decision to stay at that particular place by matching their own requirement. Apart
from this classification of the Hotel also have provide the customers with certain rights to choose
the hotel of their choice on the basis of its prices, services, accommodation etc. All these online
review sites has also enable the visitors in their classification of the hotel such as Tripadvisor,

Google, Agoda etc . In similar way the Customers will prefer the hotel that is Hilton on certain
elements such as essential items, primary needs, lavishness and hyper lavishness. These are
mentioned below as:
Essential:- Essential items are those which are the primary needs of the customers while
visiting the hotels . In order to this the manager of the Hilton must ensure that they renders their
visitors with all these essential item so that they can easily prefer and accommodate themselves
within Hilton. These essential items may includes, beds, hotel room service, visitors pass, cards,
room locking and unlocking, receptionist extension number etc.
Basic items : these are those items which are preferred at prior notice rather than
focusing on the accommodation of the business. These items are chosen by the customers in
order to have full comfort at the hotels. So in regard to this the manager of the Hilton must assure
that they provides their customers and visitors with the services which are costlier in comparison
to the essential one. The basic items which the Hilton render to their customers are facility of the
free Wi-Fi, extra towels and bed essentials along with the different products related to the wash
room so that the customers can experience a better service(Horwitz, 2015).

Nice to have:- These refers to those which are required by the Visitor on their personal
request such as extra bed for the children or kids, kettle services so that they can prepare their tea
and milk whenever they want and coffee machines. So the manager of the Hilton must ensure
that they render these additional services which the customer asked in an effective ways so that
customer retain loyal for the firm and visits again and again in regard to experience the services
given by the Hilton.