Assessment of Hilton Hotel's Accommodation Services and Management

This report provides a comprehensive analysis of accommodation services, using Hilton Hotel as a case study. It begins by identifying the scale and size of accommodation services within the hospitality industry, providing statistical data on the number of hotels in the United Kingdom and the number of rooms in London. The report then explains different forms of ownership for accommodation services, including sole proprietorship, ordinary business, and companies by limited, discussing the advantages and disadvantages of each. It also explores methods of purchase like bank loans, cash purchase, and family loans. Furthermore, the report discusses the role of grading, classification systems, and online review sites in accommodation services, outlining various service levels from basic to hyper-luxury. It also explains the front office functions, including bookings and reservations, personal services, and emergency services, and presents the key roles within the front office department. The report concludes by emphasizing the importance of managing accommodation services and the roles of various departments in the hospitality industry.

MANAGIN|G ACCOMODATION
&
SERVICES
(PART 1)

INTRODUCTION
• Accommodation is an absolutely wide sector of the hospitality industry ranging from bed
and breakfast enterprises and hotels to other facilities that offer lodging services.
• Managing accommodation services is quite necessary for every organization. In this present
report, Hilton Hotel will be chosen for assessment.
• Hilton hotel is one of the well-known international brands of full hotel and resort services.

P1 IDENTIFY THE SCALE AND SIZE OF THE ACCOMMODATION
SERVICES IN THE HOSPITALITY INDUSTRY.
• Theme 1: Number of Hotels in United Kingdom.
Categories of hotels in
UK
Number of
Hotels
Five Star 92
Four Star 771
Three Star 1697
Two Star 542
One Star 9

THEME 2: NUMBER OF DELUXE HOTEL IN
UNITED KINGDOM.
Year Number of Hotels
(%)
2013 82.1
2014 81.2
2015 80.9
2016 82.6

THEME 3: NO OF HOTELS IN DIFFERENT
CITIES OF UNITED KINGDOM.
Cities Number of hotels
Wales 24
Scotland 54
England 427

THEME 4: TOTAL NUMBER OF ROOMS IN
LONDON IN 2017
Category of hotel Total Number
of Rooms
First class 9166
Superior Deluxe 5183
Deluxe 9253

P2 EXPLAIN THE DIFFERENT FORMS OF
OWNERSHIP FOR ACCOMMODATION SERVICES.
Types of Ownership Description Advantages Disadvantages
Sole Proprietor The type of business agreement is which
only single individual owns and runs the
entire business.
 Easy to open.
 Sole owner and control.
 Profit is not divided with any
other person.
 Liability is limited as owner is
fully liable.
 It is difficult to raise capital.
Ordinary Business The type of business in which buying
and selling of goods is taken place in
order to earn profit.
 Goods and Services are offered at
reasonable prices.
 For example. Accommodation
services in house itself.
 Any sudden change in the market
or external environment influence
the operation of the company.
 Financial Risk.
Company by Limited This is the type of company which is
legal and district body in which the
personal fund of the owner is separate
from the company.
 Limited Liability.
 Separate Entity.
 Employees shareholders as
workers can buy the share and
become shareholder of the
company.
 Complex Accounts.
 Dilution of power between
shareholder and director.

CONT…
Types of Ownership Description Advantages Disadvantages
Unincorporated Association This is the type of business which
business is carried out by two and
more than two members who are
bounded by society or community
law.
Unincorporated Association This is the type of business which
business is carried out by two and
more than two members who are
bounded by society or community
law.
Partnership  This is a type of business in
which the business is carried out
by two persons share profit and
loss between each other.
 All the decisions are also taken
by both.
Partnership  This is a type of business in
which the business is carried out
by two persons share profit and
loss between each other.
 All the decisions are also taken
by both.
Unincorporated Association This is the type of business which
business is carried out by two and
more than two members who are
bounded by society or community
law.
Unincorporated Association This is the type of business which
business is carried out by two and
more than two members who are
bounded by society or community
law.

CONT.…
Methods of Purchase Advantages Disadvantages Methods of Purchase
Bank Loan  Cost Effective.
 Flexibility as it is very convenient
manner to take fund from the
business.
 Effective rates of interest.
 Requirements are very strict.
 Repayment of Burden.
 Irregular Payment Amounts.
Bank Loan
Cash Purchase  Very simple and easy way as
compare to others as person get
instant money in hand.
 It might be happen that person
could theft money.
Cash Purchase
Family Loan  No interest rates.
 Agreement based on trust.
 Flexible option to pay back without
any interest amount.
 Chance of conflicts.
 Creates clashes.
Family Loan
Re-mortgage Own-House  Free from the payment of rent and
mortgage amount.
 It results in loss of liquidity. Re-mortgage Own-House
Franchisee  Risk of business failure is reduced.
 Established market share.
 Cost effective expansion.
 Very high capital investment.
 Control remain less.

P3 DISCUSSING THE ROLE OF GRADING, CLASSIFICATION SYSTEM
AND ONLINE REVIEW SITES PLAY IN ACCOMMODATION SERVICES.
Icon Description Services comes under
Basic Common things are included in the basic needs
which is also very essential for hotel owners to fulfil
those services.
Cleanliness, television and fan.
Cleanliness, dustbins etc.
Toilet plumbing and comfortable beds.
Basic extensions phones in rooms.
Essential There are some things which is very important for
the hotel owners to provide basic services so that
visitors or travellers feel comfortable. This is
because without these services, it is not possible to
make the guest feel comfortable.
Accommodation services for rest.
Check in check out services.
Standout room services.
Bed, pillows towels, and blankets.
Full length mirror, watch and basic toiletries.
Nice-to-have These are services which falls under the satisfaction
level as the hotel owners provides services to satisfy
the needs and expectation of clients. However, extra
charges will be there but still these services provides
optimum level of satisfaction.
AC and heater in rooms.
Guizer in bathrooms.
Bath tubs.
Internet, swimming pool.
Mini bar

CONT.… Icon Description Services comes under
Luxury This is the type of services which
expensive, deluxe and well-appointed
services to the visitors. The charges are
also very high and the service quality are
also excellent.
Luxury bathrooms.
Tolerant service features.
Outstanding Hotel dining.
Guest amenities as well as activities.
Tailored firecracker display.
Ride of Hot air balloon ride.
Sunscreen spraying booths.
Hyper-luxury The type of services falls under this
category is top class, luxurious, well-
appointed services.
The type of guest are business class
and higher income group.
Wi-Fi facilities.
Ironing facilities.
Personnel refrigerators.
Fitness area and resorts and spa.
Bars and Pubs.
Private Pools and temperature water
are set as per there demand.
Barbeque, kid entertainment, water
sport
Express laundry, VIP and all types of
safekeeping. services,

P4 EXPLAINING THE FRONT OFFICE FUNCTIONS.
Functions Descriptions Equipment’s
Bookings and Reservations It means the reserving a particular type of
rooms for the specific person.
Online booking is done under this function.
Computers, laptops and Screens at the reception
area which shows the name and room occupied
by the guest.
Personal Services The services which falls under this function is
Beauty parlours services, spa services,
concierge, swimming pool services etc.
Beauty Equipment’s.
Spa Equipment’s and all other tools which is
important for providing personal services.
Secretarial Services This is the type of services that aids to renders
exceptional online business administration support
to hotel organisation.
For example: Formatting of document and faxing.
Typewriter.
Computers.
Fax machine.
Xerox Machine
Laptops.