Analysis of Managing Accommodation Services at Holiday Inn

This report examines the management of accommodation services, using Holiday Inn as a case study. It explores the roles within the front office, including reservation, guest service, and foreign exchange officers, and their functions in maintaining guest records and ensuring coordination. The report assesses the housekeeping department's responsibilities, such as maintaining cleanliness and coordinating renovations, as well as the importance of forecasting linen stock and other supplies to meet demand. It highlights the interrelationships between housekeeping and other departments, particularly front office and food and beverage, to provide quality services. Finally, the report analyzes the significance of scheduling maintenance and repair work to minimize guest disruption and discusses the importance of security in the organization.

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: Organisation of Front Office Functions.................................................................................1
P5: Role of Front Office Department...........................................................................................2
TASK 3............................................................................................................................................3
P6. Review of key roles that are found within housekeeping department in the Holiday In.......3
P7. Assessing importance of forecasting linen stock with other guest supplies in order to meet
demand.........................................................................................................................................4
P8. Interrelationship importance between housekeeping and other departments in the
organisation to provide quality provisions along with services...................................................4
TASK 4 ...........................................................................................................................................5
P9. Analysing the importance of scheduling maintenance or repair work to reduce disruption
to guests.......................................................................................................................................5
P10. Discussion on importance of security in the organisation...................................................6
CONCLUSION................................................................................................................................7
REFERENCES................................................................................................................................8

INTRODUCTION
Hospitality refers to the relationship which is shared between a guest and the hospitality
service provider. Thus this is a relationship which can be quite helpful for the guests in ensuring
that they are able to get a good experience in the right manner for the money which they are
paying for availing hospitality services. Managing Accommodation Services refers to ensuring
that the right administrative and management skills are used so that the effective and efficient
management can be ensured in the right manner without facing problems and issues. For this
report, Holiday Inn has been selected. It is a UK-based chain of hotels which has a wide range of
network in different locations in the world. In this assignment, there will be specific focus on
discussion of the types of accommodation services in the hospitality industry, the role of front
office department, assessment of contribution of housekeeping department. Additionally, specific
analysis on exploring the role which is played by facilities and securities in the accommodation
services.
LO1
P1: Covered in PPT
P2: Covered in PPT
P3: Covered in PPT
LO2
P4: Organisation of Front Office Functions
There are different types of roles which are present within the Front Office Department of
the organizations. Some of these roles are explained in the following manner-
 Reservation Officer- This is a position where the Reservations of different sorts are to
be managed (Darling, 2016). Thus it is quite important in the Front Office Department
that the overall reservations are managed appropriately. In Holiday Inn, this is a
particular position which is important because here all the reservations related with the
rooms of the hotel are managed.
 Guest Service Officer- This is a particular position where a wide variety of services can
be provided to the guests (Kim and Lee, 2016). Therefore in Front Office Department it
is an important position because this can help the guests to be able to provide appropriate
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services to them. Thus, In Holiday Inn this position can be useful for ensuring that the
different types of guests are given appropriate services as required by them.
 Foreign Exchange Officer- This is a position where the trading of different types of
foreign currencies can be done (Kiss and Vassallo, 2018). Thus, In the context of Holiday
Inn this is a position in which Foreign Exchange dealing is required to be done and
managed in an appropriate manner.
 Inquiry Officer- In this position, the particular inquiries of the guests are answered.
Thus, for a hotel like Holiday Inn this becomes an important position because it can help
in ensuring that problems and issues of the guests can be resolved effectively and
efficiently.
The Front Office Department performs the following functions in the other
accommodation service providers-
 Maintaining records of guests- The Front Office Department has to make sure that the
different records of the guests can be maintained in a proper way which will be helpful in
ensuring that the guests can be treated well. Therefore, this is a particular function which
it performs in Motels and Resorts.
 Cooperation and Coordination- The Front Office Department makes sure that the
cooperation and coordination between a wide range of services can be provided and
therefore this will be helpful in ensuring that the goals and objectives can be attained.
This is an important function which is performed by the Front Office Department in the
Motels and Resorts.
P5: Role of Front Office Department
There is a particular role which is played by Front Office Department in providing a wide
range of accommodation services. The role which is played by it can be explained in the
following manner for Holiday Inn-
 To provide information to the customers and clients- The Front Office Department
ensures that it is able to provide information to the different customers and clients
(Mousavi, Bossink and van Vliet, 2018). In this way they will be able to make sure that
they can get the complete information regarding their stay at the hotel. Holiday Inn's
Front Office Department is able to play this role by ensuring that the detailed information
is made available to the
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 To help the customers and clients- The Front Office Department of the hotels ensures
that it is able to provide the required help to the customers and clients. Therefore in this
way they will be able to make sure that they are able to provide them with the desired
help. Holiday Inn's Front Office Department is able to make sure that the customers and
clients can be helped whenever required by them.
 To coordinate with the other functions of the hotel- The Front Office Department
needs to make sure that the active coordination with the other functions of the hotel can
be done in the right manner (Yap, Abdul-Rahman and Chen, 2017). Therefore, In the
context of Holiday Inn it is quite important that its Front Office Department is able to
ensure a proper coordination with the other functions of the hotel so that the overall
efficiency and effectiveness in the services can be enhanced.
LO3
P6. Review of key roles that are found within housekeeping department in the Holiday In
Housekeeping refers to the provisions of clean, safe, comfortable and aesthetically
appealing environment (Busher, Choudhury and Thomas, 2019). In hotel industry this
department is liable for maintenance, cleanliness, keeping rooms up to-date, areas such as public
or back and surroundings. This department plays important role in making customers
comfortable provide them familiar environment. Housekeeping department of this hotel apart
from playing these responsibilities also perform the following other key roles:
Additional responsibilities of housekeeping department of hotel
 Executive keepers of hotel establish hospitable environment and also ensures courteous
which helps in getting more customers and in retaining the old ones.
 Staff of this department of Holiday Inn guarantee high cleanliness standards to maintain
hygiene and do general upkeep in other areas for which they are answerable.
 This section of hotel ensures training, supervision and control of all the staff attach to
them for hotel betterment and to maintain relation between staff .
 In Holiday Inn, housekeeping department coordinate refurnishing and renovation of
property as and when required to ensure property is damage free.
 The head of housekeeping is responsible for staff scheduling and managing all the other
expenses related to them to maintain systematic working.
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Other key roles of housekeeping department
Housekeeping manager: They perform activities that are abide with hygiene and
maintain company cleanliness standards to upkeep its goodwill and their four star ratings. Apart
from this, housekeeping manager of Holiday Inn hotel plays role in purchasing all cleanliness
tools, maintaining coordination with other departments in order to work efficiently. They report
general manger and room division manger.
Assistant housekeeper: Assistant housekeepers is manager who assist to executive
housekeeper. He monitor inventory for hotel in order to see if there is any shortfall or excess of
stock and work accordingly. He assigns day to day duties to staff and supervisors. They help
hotel to improve its productivity and efficiency to maintain its four star standards and provide
better services.
P7. Assessing importance of forecasting linen stock with other guest supplies in order to meet
demand
Forecasting implies prediction of future on the basis of present and past data. It is
commonly is done by analysing trends. It is based on planned demand for goods and services
that are being offered (Jang and Moutinho, 2019). It helps all business to find out weather they
have maintain good supply to meet their demands. It helps every business to achieve their
desired goal. In hotel industry, it helps in pre determining customers demand and work
accordingly as they differ customer to customer. In context to Holiday Inn, this help them to
determine occupancy of hotel and on hand reservations which gives clear picture of sales of its
services. It help them to work in systematic manner and save time so that they can deliver their
services to full fill customer demand. Some forecasting relating to linen stock are as under-
Customer satisfaction: Predicting things in advance helps in determining customer
needs and their exceptions. This helps businesses to work accordingly and make products or
services according to customer demand and taste (Reinhold, Laesser and Beritelli, 2018). It
increases satisfaction among customers by analysing requirements or demands about the
hospitality commodities and delivering them to suitable customers. Hence, Holiday Inn manager
generate customer satisfaction with this that will lead to increase in revenues and build image
among customers.
Inventory Planning: This helps in proper planning of inventory. Any shortfall or
excesses in inventory can easily be determine. Managers of hotel can look upon it and stop
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misuse of excess stock (Santos and Lopez, 2017). Excess inventory increase the chances of thief
and spoilage of linen. Shortfall of inventory leads to shortage in service supply. Holiday Inn
managers fix this shortfall and provide their services on accurate time to right customers.
Inventory estimation is done with updated software's by Holiday Inn to manage its stock to save
time. It also helps in meeting customers demand on time.
P8. Interrelationship importance between housekeeping and other departments in the
organisation to provide quality provisions along with services.
In hospitality sector, coordination and communication goes hand in hand. These two are
considered to be the main feature of various departments. Information about anything consider
to be more reliable and accurate if all departments coordinate with each other effectively (Guo
and Sun, 2016). Department of housekeeping of holiday Inn build relationships with other
departments in order to implement its practices. Coordination helps hotel to do their services on
time. By doing so they will provide quality services that will help them to build customer value
and increases integrity among staff members. Some interrelationships practices which are done
by housekeeping department of the hotel with other divisions are as follows-
Housekeeping with front office: Housekeeping always require information regarding
the requirements of its potential customers. In Holiday Inn this department collect such
informations from front office in order to deliver valuable services. This coordination helps in
making memorable experience for customers and create loyalty between hotel and customers.
Housekeeping with food and beverage department: Food and beverages department
deals in maintaining high quality of food and make sure good storage conditions in order to
avoid customer dissatisfaction. Holiday Inn housekeeping department maintain relationship with
food and beverage department as to avoid disputes among staff such as not picking up the food
trays of customers on time or be spilling sometimes on carpet. Further this department of
Holiday Inn goes for pest control on regular basis, maintain hygiene by ensuring clean utensils
this helps in maintaining their high quality standards to build trust of its customers.
Importance of Interrelationships between Housekeeping and other departments-
These Interrelationships between Housekeeping and other departments is quite necessary
because it is crucial for ensuring that the overall level of cooperation and coordination can be
maintained in the right manner. This will help in attaining the desired level of efficiency and
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effectiveness and the work can be managed in a smooth manner so that the goals and objectives
can be attained.
LO4
P9. Analysing the importance of scheduling maintenance or repair work to reduce disruption to
guests.
Maintenance department perform the work of maintenance of schedule and repair work .
For these activities security guards, security managers and facilities mangers plays essential role
in Holiday Inn. They perform various activities which enhance the customers staying experience
by them disturbance free experience. If anything happens they ensure proper solutions are to be
provided. For example, electrician fixes any disturbance in the electricity system of hotel,
security make sure that all the equipment such as CCTV cameras are working properly. All the
facilities provided by hotels are working in proper manner and customers are enjoying their
services and they can come in their hotel again and again.
Managers of Holiday Inn also keep an eye on condition of property of hotels for example
rooms conditions, room decoration according to recent trends which helps in minimising any
disturbance to guest on their arrival. Scheduling maintenance plays a vital role is functioning of
hotel as it manages hotel staff which increases work efficiency and proper management in order
to consider work force management. Moreover, managers of hotel can consider upgraded
software relating to maintenance services which will cut down its labour cost and time can also
be saved. In repair works, they can bring skill persons who will provide better services and
improve the life of assets. This reduces chances of any type of obstacles in order to work fast and
save time.
Importance- There is an importance of scheduling this type of work because by doing so
the repair work can be carried out in a much better manner which will be quite helpful in
ensuring that the problems of the guests can be solved in the right manner. Thus, it is quite
important that the management of the hotel is able to pay the required attention towards it so that
the repairing can be done as and when required.
P10. Discussion on importance of security in the organisation.
Security in hospitality sector is a aid in resolving and preventing challenges that are faced
by them with the increase in numbers of their customers (Wang and Hooper,2017). In hotel
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security, protection of employees, property and guests are given well thought. It cover physical
assets such as appliances, equipments, building and even grounds of hotels. With the increase in
tourism industry security has become most important component for hotels in order to provide
full safety. It is important to start with assessing threats as some locations may be of higher risk
than others and work accordingly as customers can be attracted to any location. This feature of
security always develop trust between customers and ensure more customers for hotels. Also
result in increase in goodwill for them and make them unique form other competitors.
For Holiday Inn customers are always their priority so they pay special attention to
security of their customers . In this regards they have install CCTV with sufficient lighting in
their parking areas to protect customer vehicles. Their security guard helps in optimising parking
for seamless parking experience. Hotels have provided good digital quality of lockers in each
and every room to protect customers belongings and every time password of lockers are set by
customers only. Hotel Staff can call hotel security if they identify threats or friction between
other staff members. They have train their staff for emergency situations such as evacuation and
fire, or for terror attacks. They always provides booklets to their customers which comprises dos
and don't if they go outside their property as every country has its own rules and regulations
example Dubai.
Importance- Security is important in the organizations which provide hospitality
services like Hotels and Resorts. In Hotels and Resorts, it is important because it helps in
ensuring that the guests feel safe and secured during their stay at the hotel. Therefore, the
management of the Hotels and Resorts is required to focus on bringing an overall enhancement
in the security which will help in ensuring that the guests can give positive ratings.
CONCLUSION
From the above project, it can be concluded that Hospitality refers to a particular field
where a lot of different types of services can be provided to the customers and clients. It has a
wide range of organizations which can provide their services. It is important to ensure that the
hospitality organizations are able to make sure that by providing their services in the right
manner to the customers and clients which will help them in enhancing their image and goodwill
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among the customers and also ensuring that they are able to attain their particular short-term,
medium-term and long-term goals and objectives.
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