Report on Managing Accommodation Services: Housekeeping and Operations

This report provides a comprehensive overview of managing accommodation services, specifically focusing on the housekeeping department and its operational aspects within the context of Hilton Hotels. The report delves into the key roles and responsibilities of the housekeeping departmen...Read More

Managing
Accommodation
Services

Table of Contents
INTRODUCTION...........................................................................................................................1
TASK 1&2.......................................................................................................................................1
Covered in PPT.......................................................................................................................1
TASK 3............................................................................................................................................1
P6 Key roles of house keeping department............................................................................1
P7 Importance of linen stock and guest supplies....................................................................2
P8 Interrelation between housekeeping department and other departments..........................2
TASK 4............................................................................................................................................3
P9 Importance of scheduling maintenance or repair..............................................................3
P10 Importance of Security....................................................................................................4
CONCLUSION................................................................................................................................5
REFERENCES................................................................................................................................6
.........................................................................................................................................................6

INTRODUCTION
Accommodation services refers to those facilities which are offered or provided by hotel
organisation to its travel customer or guests. These services include well-equipped rooms, food
and beverages facilities, bars and motel services, fitness activities, green areas, lodging services
so on (accommodation, 2020). These services are provided by hotel management that start from
arrival of customers until their checkouts. Hilton hotels group is one of leading multinational
hospitality organisation which deals in managing number of franchises with huge portfolio of
hotels as well as resorts. This research report contains detail information regarding duties and
responsibilities of housekeeping departments as well as its interrelation with other departments.
It exhibits importance of forecasting linen stock and other supplies in order to ensure sufficient
inventories. Lastly, it examine significance of scheduling maintenance and repair as well as
security system.
TASK 1&2
Covered in PPT
TASK 3
P6 Key roles of house keeping department.
Hilton hotels&resorts is one of leading international hospitality brand which provide
wide range of services accommodated with hotels and resorts. Role of housekeeping department
is known as operational area of hotel as it is accountable for cleanliness, maintenance of entire
building etc (Killaspy, and et. al., 2016). In housekeeping department there are various
employees who are responsible for different set of activities related to maintaining and managing
entire hotel services. Roles and responsibilities of executive Housekeeper is to supervise and
provide direction to housekeeping staff. Executive housekeeper require to Prepare work schedule
and planned in advance also they have to handle customer services as well as complaints. They
have to make sure that workers have tools and equipments in order to perform all duties. In
addition to this, executive housekeeper is required develop standard procedures and policies that
must be follow by other staff. Moreover, Hilton's executive housekeepers administer all
housekeeping and entire laundry services and also make sure that there is a positive and secure
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environment is provided to all guests. They are required to set work schedule for weekends as
well as evening hours. Monitor and provide response to client request etc.
P7 Importance of linen stock and guest supplies.
In hospitality industry, Linen stock or par stock is an essential aspect which enables hotel
management to forecast or determine minimum level of supplies or materials in order to meet
day to day requirements of hotel operations (Temple and et. al., 2016). In case of Hilton hotel
group, management should consider proper maintenance and arrangement of linen stock
inventory in order to ensure effective and smooth functioning of housekeeping and other
activities. If company sustain proper alignment of linen stock as well as guest supplies then in
turn it brings various benefits to organisation. Such benefits are discussed below:
 Appropriate management of linen stock will enable firm to optimal utilisation of capital
as it ensure smooth operations. Par stock helps in reducing probability of occurrence of
unnecessary cost expenditure. It helps hotel management to make correct decision related
to investing capital (Perić, Đurkin and Wise, 2016).
 Linen stock forecasting determine surplus and shortage condition of inventory which may
influence overall operational activities. If there is over supply of linen stock then it may
lead to shortage of space, wastage of amount related to procurement. If company
manages proper supply of stock then it can meet out all demands on time without any
delay.
 If company maintains well standard par stock then it can able to provide best quality
services to its guest with fine room services with correct supplies. It enables firm to
preserve well equipment of room which are ready for sale (Tussyadiah, 2015).
 Well managed linen stock can help executive housekeeper of company to utilise hotel
budgeting in best possible manner. If management use appropriate approach to maintain
and forecast linen stock then, company can easily determine that how much amount of
hotel linen are required within a year. It helps in assessing scarcity of linens as well as
uniform which raise due to damage or loss.
P8 Interrelation between housekeeping department and other departments.
In hotel industry, no single department of hotel can work alone as all departments are
interlinked and connected with each other at some extent. There are number of departments
which exists in hotel such as front office, engineering, purchase, laundry so on. For smooth
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functioning of operations it is required for Hilton management to build coordination and
cooperation between housekeeping and other departments. This can be understood by given
interrelationships (Medlik, 2016).
 Housekeeping and front office: Hilton management required to maintain positive
interrelation between housekeeping activities and front office activities. As front office
department is responsible for providing and assigning rooms to guest whereas
housekeeping department is accountable for cleaning and maintaining supplies within
room. So it is important for both departments to coordinate properly as housekeeping
executive require advance list of guest arrivals as well as departure so that they can
perform their duty effectively without providing any trouble to guest. Also, front office
staff is not allowed to assign rooms to customer until they are well cleaned and inspected
by housekeeping department (Zhang and et. al., 2015).
 Housekeeping and Engineering department: In Hilton, engineering department is also
known as maintenance department as they perform various functions related to
engineering facilities in order to provide quality of comfort to potential customers and
boosting up efficiency of staff. Both functions are interconnected with each other as
housekeeping department is highly rely upon engineering functions in order to keep
things aligned and in proper order (Lewis-Newby, and et. al., 2015). Housekeeping
employees sometimes face difficulties in while doing their job and in hotel facilities such
as dripping sockets, leaking pipes, malfunctioning in air conditioning so on. As these
problems can consider by maintenance departments so that there must be smooth
functioning in other departments also.
 Housekeeping and Laundry: in case of Hilton group, for providing quality services to
its customers or guests (Smullin and et. al., 2017). Laundry department is responsible for
washing and dry cleaning of all linen including staff uniforms and guest cloths etc.
housekeeping department is interconnected with this as laundry department supply guest
laundry in less possible time.
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TASK 4
P9 Importance of scheduling maintenance or repair.
Scheduling of maintenance and repair is conducted by engineering or maintenance
department as there are various areas which require maintenance on timely basis. It is necessary
for hospitality sector to prepare these schedule properly so that it can no make trouble or any
disturbance to its guests. There are various type of maintenance perform by maintenance
department such as routine management, preventative requirements, scheduled costs implications
etc. Duties of maintenance department are building and maintaining proper operational system,
building maintenance, maintenance of guest-rooms, furnishing as well as fixtures. Hotel
management must make sure that these activities should be perform at that time when there are
no guests or consumers are present in hotel in order to avoid inconvenience to their guests
(Bigby and Beadle‐Brown, 2018).
Roles and responsibilities
 Facilities manager: main responsibilities of facilities manager is provide appropriate
tools and equipments to its workers so that they can perform their duty effectively and
efficiently. Manager require to provide proper guideline to its team so that it can be easy
form them to understand problem or issue (Common, Flynn and Mellon,2016)).
 Maintenance engineers: Duties and responsibilities of engineers is to provide quality
service in less time. They require to maintain proper schedule of their work so that they
can repair facilities on proper time.
P10 Importance of Security.
Security and protection aspect is one of important element within every hotel sectors.
Every hotel organisation required to establish effective security system in order to secure its
customers luggage, its presence so on. So that guest can enjoy all facilities without any trouble or
problem. In case of Hilton, hotel management offer number of security facilities such as key card
access, after hours access to property (Tidd and Bessant, 2018). Also, management forecast and
formulate security plans in order to provide healthy and safety services to its customers. Key
Card Access system protects access of unknown individuals in guest premises or room. Hotel
management staff provide cards to its guests as they are required to show or insert that card in
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order to get access in its room. After hours access system is build by organisation which allow
those people only who have permission to have access in premises. Firm establish Warning
alarm and Camera system in order to keep watch on ethical move or suspect individual. Warning
alarm system are useful in providing warning regarding fire risks and others etc (Cascio, 2015).
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CONCLUSION
From above research report, it can be concluded that hospitality sector is growing at very
fast pace in which accommodation services plays an important role. Hotel organisations required
to provide high quality accommodation services to its guests or customer in order to provide
them better experience and satisfaction. Today, travellers wants quality stay conditions and
hygienic room facilities and that must be undertaken by hotels so that they can retain its potential
customers. Moreover, organisation required to focus on grading as well as online review system
in order to evaluate its competitive position in market. Further, it is necessary for hotels to
manage security system properly to provide secure environment to guests.
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REFERENCES
Books and Journals
Bigby, C. and Beadle‐Brown, J., 2018. Improving quality of life outcomes in supported
accommodation for people with intellectual disability: What makes a
difference?. Journal of Applied Research in Intellectual Disabilities. 31(2). pp.e182-
e200.
Cascio, W.F., 2015. Managing human resources. New York: McGraw-Hill.
Common, R., Flynn, N. and Mellon, E., 2016. Managing public services: Competition and
decentralization. Elsevier.
Ho, V., 2017. Giving offense and making amends: How hotel management attempts to manage
rapport with dissatisfied customers. Journal of Pragmatics. 109. pp.1-11.
Killaspy, and et. al., 2016. Quality of life, autonomy, satisfaction, and costs associated with
mental health supported accommodation services in England: a national survey. The
Lancet Psychiatry. 3(12). pp.1129-1137.
Lewis-Newby, and et. al., 2015. An official American Thoracic Society policy statement:
managing conscientious objections in intensive care medicine. American Journal of
Respiratory and Critical Care Medicine. 191(2). pp.219-227.
Medlik, S. ed., 2016. Managing tourism. Elsevier.
Perić, M., Đurkin, J. and Wise, N., 2016. Leveraging small-scale sport events: Challenges of
organising, delivering and managing sustainable outcomes in rural communities, the
case of Gorski Kotar, Croatia. Sustainability. 8(12). p.1337.
Smullin, S., and et. al., 2017. Computer-implemented system and method for managing
interchangeable EV charging-capable parking spaces. U.S. Patent 9,779,365.
Temple, P., and et. al., 2016. Managing the student experience in English higher education:
Differing responses to market pressures. London Review of Education. 14(1). pp.33-46.
Tidd, J. and Bessant, J.R., 2018. Managing innovation: integrating technological, market and
organizational change. John Wiley & Sons.
Tussyadiah, I.P., 2015. An exploratory study on drivers and deterrents of collaborative
consumption in travel. In Information and communication technologies in tourism
2015(pp. 817-830). Springer, Cham.
Zhang, X., and et. al., 2015. Methods and apparatuses for managing simultaneous unicast and
multicast/broadcast services in a wireless communication system. U.S. Patent
9,072,072.
Online
accommodation. 2020.[Online]Available
through<https://www.merriam-webster.com/dictionary/accommodation>./
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