Hospitality Management: Analyzing Accommodation Services & Operations

This report provides a detailed analysis of accommodation services within the hospitality industry, focusing on Legacy Hotel Victoria as a case study. It identifies the scale and size of various accommodation types, explains different forms of ownership, and discusses the role of grading, classification systems, and online reviews in guest decision-making. The report evaluates various accommodation services and the implications of ownership, grading, and online reviews. It also explains the organization of front office functions, discusses key roles within the front office and housekeeping departments, and analyzes how front office operations meet business objectives. Furthermore, the report assesses the importance of forecasting linen stock, the inter-relationships between housekeeping and other departments, and the role of maintenance in ensuring guest satisfaction, highlighting the critical aspects of managing accommodation services effectively.

Managing
accommodation services

Contents
INTRODUCTION...........................................................................................................................1
MAIN BODY ..................................................................................................................................1
P1- Identify the scale and size of the accommodation services found within the hospitality
industry........................................................................................................................................1
P2- Explain the different forms of ownership available to accommodation services..................2
P3- Discuss the role that, grading, classifications systems and online review sites play when
potential guests look for and book accommodation....................................................................3
M1- Evaluate a range of different accommodation services and the implications of ownership
grading, classifications and online reviews upon guests decision-making..................................3
P4- Explain the organisation of front office functions within a variety of accommodation
services.........................................................................................................................................4
P5- Discuss the key roles within the front office department for a selected organisation...........4
M2- Analyse how operations of the front office department within a selected organisation
meet the overall business mission and objectives........................................................................5
P6- Review the key roles found within the housekeeping department in a selected
organisation..................................................................................................................................5
P7- Assess the importance of forecasting linen stock and other guest supplies to ensure
sufficient supply to meet demand................................................................................................6
P8- Illustrate the importance of inter-relationships between housekeeping and other key
departments within a selected organisation to provide quality provision and services...............6
M3- Evaluate the relationship between the housekeeping department and other key
departments in a selected organisation to provide effective quality accommodation services....7
P9- Examine the importance of scheduling maintenance or repair work to minimise disruption
to guests.......................................................................................................................................7
P10- Discuss the importance of security within a selected organisation.....................................8
M4- Assess the role maintenance plays within the accommodation services in ensuring overall
guest satisfaction..........................................................................................................................8
REFERENCES..............................................................................................................................10

INTRODUCTION
The accommodation sector is incredibly broad as it ranging from caravan grounds up to the
luxury resorts. Generally, it is a type of business which provides a place for the people to sleep
overnight and it is one of the largest sectors in the tourist industry (Chandra and Ranjan, 2022).
The importance of accommodation sector as it need by the peoples to stay, rest, sleep and
unwind when they travel to different areas. The hospitality sector is an integral part of the
accommodation sector as it will provide a comprehensive understanding of diverse
accommodation services that are available to the guests. In this report, we discuss about a
hospitality industry of accommodation services , that is, Legacy Hotel Victoria which is situated
in the real heart of Newquay and one of the finest hotel in that area. The hotel is officially
opened on 1 June 1899 is the guests favourite part of Newquay as according to the independent
reviews.
MAIN BODY
P1- Identify the scale and size of the accommodation services found within the hospitality
industry.
There are different types of accommodation services in the hospitality industry are-
 Hotels- It is the most popular type of accommodation services for tourists as its sizes,
types of amenities, location and price is determined by the rating which ranges from 1 to
5 stars. If any hotel has high rating, the more they can attract the tourists. Legacy Hotel
Victoria is a 3-star hotel which is in Newquay's centre and has an excellent location for
the tourists.
 Guest houses- It is a type of house which is converted from the personal home to become
a source of income. If the guests prefer the homey accommodations, the hoteliers can
market their homes as the accommodation services of choice for tourists. To improve the
tourists experiences in the guest house, the hotelier has to include some features, that is,
providing a local menu, professional staff, Wi-Fi access, and many other related
facilitates (Ramos, 2018).
 Boutique hotels- It is a type of small-scale hotels which provide a unique, authentic and
autonomous services to the customers. This type of hotels are small as they can provide

intimate experience to the customers as the larger hotels can't provide it. It prefers
uniqueness in amenities, menu, décor, location, architecture, and size of the
accommodation as compared to others.
 Hostels- It is a type of accommodation service in the hospitality industry which targets
tourists who was set on a budget. It is a cheaper type of accommodation service as
compared to others because the guests have to share the amenities.
P2- Explain the different forms of ownership available to accommodation services.
There are four types of ownership available to accommodation services which are detailed
below-
 Franchise model- In this type of ownership, the hotel will get benefit from the
recognition of the brand name by the customers as it is a proven business model and
national marketing. Whereas if the brand losses popularity with the customers, it will also
suffer to the owner of the business.
 Privately owned and operated- It is a type of hotel ownership which gives freedom to
the owner and they has to also bear the risks of their business. It is the only owner who
makes all decisions on the staff, operational structure and growth but they doesn't have
the benefit of a brand behind him (Jiang, Law and Li, 2020).
 Leased- It is a type of hotel ownership where the physical building of a hotel is belongs
to someone else but it is a privately owned business. If the hotel is leased out, it will be
generally given on the long-term leases and as an exchange the lessor will charge a
minimum rent for the premises.
 Managed- It is a hotel ownership where the existing privately owned hotel partners are
recognised with the brand name and more experienced hotel. When the trend for new
hotels is to be open as franchises, the existing hotels are quite frequently. But this type of
hotel is continues to be a privately owned. Legacy Hotel Victoria is managed and
operated by Legacy Hotels and Resorts and they has signed a three-year deal. But The
Taylor family has run this hotel over the last four decades as it was located in a fantastic
position.

P3- Discuss the role that, grading, classifications systems and online review sites play when
potential guests look for and book accommodation.
The online review site is a website on which reviews can be posted about the people, business,
products or services. It plays an important role in any business as it helps the business to increase
their revenue and makes guests feel more confident about their decision. If the business deals
with the right online reputation management, it has a great chance to increase their revenues and
secure return business. Through the reviews, the hotel can present a clear reputation to the
guests. Sometimes the ratings of three star hotel is higher than the ratings of a five star hotel as
because the three star hotel provides an unique amenities and quality service to the guests. On
the online sites of Legacy Hotel Victoria, there are many reviews which shows that the guests are
comfortable and gives a positive feedback about the facilities, staff, rooms, etc. (Casado-Díaz
and et.al., 2020) The managing of online review is a time consuming process and makes a
difference to the overall success of the property. If the positive ratings of the hotel is increased, it
will act as a powerful electronic word of mouth and also help them to raise their hotel's media
reputation. Through the online reviews, the customer can make a higher purchase likelihood as
compared to the unpleasant ones.
M1- Evaluate a range of different accommodation services and the implications of ownership
grading, classifications and online reviews upon guests decision-making.
There are so many different types of accommodation services in the hospitality industry like
hotels, guest houses, boutique hotels, hostels, etc. which provides all most the same kind of
facilities and amenities but their sizes ranging from small to large. The ownership of the hotel
can be franchise model, leased, managed, and privately owned and separated. Legacy Hotel
Victoria is a large three star hotel which is situated in the centre of Newquay and its ownership is
managed and operated by Legacy Hotels and Resorts with the signing a deal of three-year but
The Taylor family has run this hotel from last four decades as it was located in a excellent
location. The online review sites is a strategy which the hotel has to focus as it helps them to
increase their revenues and secure return business in the market. The hotel has to provide unique
facilities and amenities to the guests as it increases the ratings of them and leads to the overall
success.

P4- Explain the organisation of front office functions within a variety of accommodation
services.
The front office refers to the face of the hotel and it is the first guest contact area. It is also the
nerve centre of the hotel which has many duties in accordance with the guests like distributing
room keys, registering guests, verifying reservations, settlement of the guest account and
creation of the guest history records, etc. There are some function areas under the front office
organisation which are detailed below-
 Reception/ Registration Section- It is the section which is located in the lobby and it is
the function of the front office as it allocates the room to the guests and established rates
for different types of guests. The person who handles all of the work of this section is
known as the receptionist and it has a direct contact with the guests. The main functions
of this section is to warmly received all arrival guests, complete registration formalities,
issue VIP amenities voucher to the beverage and food service.
 Reservation- It is the term which means booking in advance and it is done through front
office as to fulfill the needs of the consumer (Park, Sutherland and Lee, 2021). The main
function of this section is to reserve or book the room as on the request of the guest and
they handle all the cancellations which is made by the guest. The duty of this section is
to process and confirm the reservation request and update about the room availability in
their hotel.
P5- Discuss the key roles within the front office department for a selected organisation.
There are many different functional roles in the front office department as it is detailed below-
 Front Office manager- The role of the front office manager is to train, support, and
supervise the front office staff. Their responsibility is to handle customer complaints and
special requests. The manager can schedule staff shifts and manage other HR-related
tasks. To be eligible to this post, the person may have an excellent problem solving skills,
basic accounting skills and a good time management skills.
 Reservation manager- It is a type of person which is responsible for providing travel
information, sending out confirmation notices, and counseling the clients about the terms
and conditions of travel. In the hospitality industry, it is the front line professionals who
facilitate the sales, promotion and bookings of their services.

 Reception manager- It is the receptionist who plays an vital role to supervise customers
in the professional manner. To develop a good and reputed image, the hotel needs a
qualified and skilled reception administrator. The main duty of this manager is to manage
the increasing number of calls and have the responsibility to offer rooms to the guests
(Gordon and et.al., 2019).
M2- Analyse how operations of the front office department within a selected organisation meet
the overall business mission and objectives.
The front office department is the face of a hotel industry and plays an important role in a hotel
as it is the first and the last department where the guests interact. If the front office department
works in an effective way, it helps the hotel to increase the revenues as it satisfies the guest and
has more interaction with them. The staff of the front office department is handling all the
transactions between the hotels and the guests as they are actively looking to their guests.
P6- Review the key roles found within the housekeeping department in a selected organisation.
Housekeeping department is the department which takes the responsibility to keep the hotel
clean and comfortable so as to create an attractive and welcoming surrounding to the guests.
There are some roles and responsibilities of housekeeping-
 The main role of housekeeper is to carry out a series of cleaning functions when the
guests leave the room as it consists of changing bed sheets, replacing dirty and wetted
towels, removing garbage, etc.
 They have to restocking guestroom amenities like drinking glasses, notepads, toiletries.
 The housekeeper has to notify the maintenance department about the broken appliances,
damages, etc.
 They are responsible for the cleanliness of public spaces like restaurants, lobbies, and
meeting rooms (Şanlıöz-Özgen, 2022).
Structure of the housekeeping department-
 Executive level- At the executive level, the executive housekeeper refers to the person
who is heading the housekeeping department in a business hotel and the executive
housekeeper has to report to the general manager as well as the director of the
housekeeping. It is responsible to hire well qualified candidates to analyse the day to day
activities of the hotel. They have also offer training to their candidates.

 Manager level- It is a person which is responsible for some specific area of the hotel as
they has to report to the lead administrator. They have to consider the laundry,
housekeeping and guest room attendants and they are responsible for the cleanliness of
bathrooms, lobby, front desk, etc.
P7- Assess the importance of forecasting linen stock and other guest supplies to ensure sufficient
supply to meet demand.
Business forecasting refers to the technique which is used to predict changes in the business like
sales, profit and losses, expenditures. They helps the business to develop better strategies. In
context to it, forecasting is a process of making predictions about the future course of a business
which is based on the past and present data. Through forecasting, Legacy Hotel Victoria can
better understand how they will have to perform in the future. To reduce the problems of
managing inventory, this type of forecasting helps them in an effective and efficient manner. The
linen stock forecasting is used by Legacy Hotel Victoria as to arrange the adequate amount of
pillow covers, bedsheets and other materials that should be needed in every room so that the
guests will not suffer from these shortages (Bounatirou and Lim, 2020). If the hotel uses this type
of forecasting, they can fulfill the basic requirement of the guests and providing them with the
best of their services. The management of the hotel has to properly manage the inventory stock
as it can allow them to make necessary decisions regarding pricing, promotion, and distribution.
If the forecasting adopted by the hotel is effective, it helps them to determine the future demand
which leads to maximise the revenue.
P8- Illustrate the importance of inter-relationships between housekeeping and other key
departments within a selected organisation to provide quality provision and services.
The housekeeping department is like a centre of a circle in a wheel which maintains a close
contact directly or indirectly with the major departments of the hotel. As it is an vital part of the
hospitality industry which maintains the level of cleanliness in the hotel. The housekeeping
department in Legacy Hotel Victoria is very effective and efficient as they are well focused on
the their tasks and goals. There are some major departments which is linked to the housekeeping
departments-
 Coordination with front office- The coordination between the housekeeping and the
front office is very close as the housekeeping prepares the room for guests and the front
office sells the room after preparing. But when the guests departs, the front office

department has to reports to the housekeeping department to clean the rooms and hand
over to him so that they can sell the rooms to the guests.
 Coordination with the human resource department- The housekeeping department
coordinates with the human resource department for the recruitment of the staff, issuing
of identity cards, promotion, and many other facilities.
 Coordination with the purchase department- The purchase department of Legacy
Hotel Victoria is coordinating with their housekeeping department as to purchase various
items which is used in their department like guest supplies, room stationeries, etc.
M3- Evaluate the relationship between the housekeeping department and other key departments
in a selected organisation to provide effective quality accommodation services.
There are various major departments which is linked with the housekeeping department so as to
provide effective quality accommodation services, that is, purchase department, front office
department, human resource department and many other major departments. The interrelation
between the housekeeping department and the front office department is that if the room is
cleaned and prepared then the front office department can sell the rooms to their guests. And
there is also an interrelation between the housekeeping department with the purchase and human
resource department (Benhadda and Chibili, 2019).
P9- Examine the importance of scheduling maintenance or repair work to minimise disruption to
guests.
Scheduling maintenance is a type of any task which is given a deadline and assigned to a
technician. It includes adjustments, inspections, regular service, and planned shutdowns. It is a
necessary activity for the hotel business as if the guests are not satisfied with the services then
this creates a difficulty for the hotel. Legacy Hotel Victoria is a big hotel and needs to focus on
their maintenance in a very effective way to increase the revenue. If the hotel have a regular
preventative maintenance plan, then it can keeps them to run smoothly and it will increase the
overall guest satisfaction. It is important so as to maintain a general safety, cleanliness and a
compliance with the brand standards. The benefits of hotel preventive maintenance management
is that it can provide better budgeting, cuts down the large expenditures, and ultimately saves
the staff timing. Through the preventive maintenance, the hotel can increase the staff efficiency
and the productivity. It is mandatory for the hotel to build the brand image which can able to

compete in the market. Legacy Hotel Victoria has to daily check their schedule and make sure
that no one guests will face difficulty.
P10- Discuss the importance of security within a selected organisation.
The role of security in the hospitality industry is to protect and safeguard all of the hotels guests,
employees, their belongings and all the hotel assets. There is a presence of security officers in the
hotel as it can deters the crime and monitor the people who coming in and going out at all hours.
If the hotel is not securing their guests and their physical assets, this can impact largely on the
hotel's reputation. There are some important aspects of hotel security which the officer has to
address-
 Physical surveillance- In this aspect, the security officer patrolling the hotel's
grounds to look for the suspicious activity. The hotels should have this type of
security officer which regularly patrol the stairways, lobbies, parking lots, hallways,
restaurants and bars.
 Preventing property damage- The security officer should prevent the hotels from
the property damage as they has to particularly patrol the hotel's grounds. It is needed
to secure the expensive and premium property.
 Responding quickly and effectively to emergencies- The security officer should
have to respond quickly and rapidly as when the emergencies occur. Legacy Hotel
Victoria can maintain their security by being aware and alert about the activities
which have been going in their hotel (Ayoobkhan and Kaldeen, 2020).
M4- Assess the role maintenance plays within the accommodation services in ensuring overall
guest satisfaction.
The role of maintenance to satisfy the guest is very important as it build a brand image in the
market. If the customer is not satisfied with the hotel's services, then it creates a difficulty for
them. Legacy Hotel Victoria is a big hotel and they has to specifically focus on their
maintenance to run their hotel smoothly. If the hotel is a reputed hotel, they has to be ensured
that they can manage their maintenance in a proper way.
CONCLUSION

In this report, we concluded that there are many types of accommodation services available in
the hospitality industry. And after that we have discussed about the role of online review sites
when the potential guests look for and book accommodation. Then in this report, we discuss
about the role of front office department, housekeeping department, importance of scheduling
maintenance and security. At last, Legacy Hotel Victoria has to focus on the security, scheduling
maintenance, and many other major departments.

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