Accommodation Management in the Hotel Sector: A Detailed Report

This report delves into the intricacies of accommodation management within the hotel sector, using Travelodge as a case study. It begins by defining accommodation and its scale within the hospitality industry, differentiating between various service levels like world-class, mid-range, and budget hotels, and provides statistical data regarding the industry's contribution to the UK economy. The report then explores different forms of hotel ownership, including franchises, privately owned establishments, and leased properties. It further examines the roles of grading systems, classification, and online review sites in influencing customer booking decisions. A significant portion is dedicated to the functions of the front office, covering guest registration and other essential tasks. The report also outlines the roles and importance of the housekeeping department, emphasizing the significance of forecasting linen stock and other supplies. Moreover, it highlights the importance of interdepartmental relationships, maintenance scheduling, and security protocols in ensuring customer satisfaction. Overall, the report provides a comprehensive overview of the key operational aspects of hotel management, including the impact of external factors such as the COVID-19 pandemic.

Accommodation
Management in the
Hotel Sector

Contents
INTRODUCTION.................................................................................................................................3
MAIN BODY........................................................................................................................................3
P1 Determine the size and scale of accommodation services in hospitality industry.........................3
P2 Assess the different forms of ownership which is available in accommodation services..............4
P3 Explain the roles, grading, classification system and online review sites play when customers
look for booking accommodation......................................................................................................5
P4 Determine functions of front office in organisation within a variety of accommodation services.
...........................................................................................................................................................6
P5 Explain the roles of front office department in organisation.........................................................6
P6 Review the roles found in department of housekeeping department in organisation....................7
P7 Explain significant of forecasting linen stock and other guest supplies to ensure adequate supply
to meet demand.................................................................................................................................8
P8 Assess the importance of interrelationship between housekeeping department with other
departments in context to selected organisation in order to provide better quality provision and
services..............................................................................................................................................8
P9 Determine the importance of scheduling maintenance or repair work to reduce disruption to
customers...........................................................................................................................................9
P10 Explain the importance of security in context to selected organisation....................................10
CONCLUSION...................................................................................................................................11
REFERENCES....................................................................................................................................12

INTRODUCTION
Managing accommodation is the services where services are given by various types of
accommodation in which they have to provide various services to their customers. The main
importance of managing customers is to attract and target different types of customers in
hotel. In this report Travelodge hotels is taken as base company. Travelodge hotels are a
private company which is operating different hotels in hospitality industry. They are
operating in United Kingdom, Spain and Ireland. This is the largest hotel in United Kingdom
and has 570 hotels which include 500 hotels in United Kingdom, 11 hotels in Ireland and 5
hotels in Spain. In this report, it includes size and scale of accommodation services and
various types of ownership. There is different rating system and online review is one of the
most important factors and there are different types of functions and role of front office
department. There are different roles of housekeeping department and interrelationship
between other departments. There are importance of scheduling and maintenance or repair
work and various importance of security in context to selected hotel.
MAIN BODY
P1 Determine the size and scale of accommodation services in hospitality industry
Accommodation is defined as where hotels provide the facility of rooms, lodge and
premises so that they can give a place to customers to stay, eat, sleep and many other
facilities is provided by them. In hospitality industry, there are different accommodation
which includes hotels, motels, hostels, resort and other accommodation (Alrawadieh and
Alrawadieh, 2018).In other words, it can be said that where they serve their customers by
providing various facilities in their places. The size and scale which means there are different
types of hotels according to groups of customer where there is similar type of facilities, goods
and services are provided which are mentioned below:
 Word class service: This type of service is offered in luxury hotels because they provide
different facilities. The facility provided by them such as high quality restaurant with
different types of food, lounges, facility of private dining, valet services and other

facilities. This type of luxury hotels mainly target on political party, celebrity and rich as
well as wealthy customers. The employees working in word class service is approx.
1,20,000 employees. As for example, Hotel Marriott have 1, 21,000 employees working
in there hotel as per the current report.
Mid -range service: This is another type of service which target travelling people in large
segment. In mid-range services the three and four star hotels are included and provide various
facilities which include room service, food and beverages, entertainment zone and many
other facilities (Brown and et. al., 2018). In context to Travelodge hotels ltd, provide mid-
range services as they provide various facilities and have 500 hotels in United Kingdom. As
per the current report Travelodge has employed till the year 2020 is 11,000 employees in
organisation.
 Budget and limited service: This type of hotel provides budget rooms, foods and other
facilities. But they provide limited services as they do not include extra and additional
cost. They only give clean and comparably room in minimum price. The last is budget
and limited services which means that they have less numbers of employees as they are
operating at small scale. The number of employees working in this type of hotel has 10-
20 employees.
The hospitality industry in UK refers to the food and accommodation services industries. It
includes various cafes, bars, restaurant firms, catering hotels and other accommodation
sectors. In 2019, the hospitality sector contributed 250 9.3 billion pounds that is gross value
added to the UK economy and there is 3.0 % of the total UK economic impact. In the time
period of three months to September 2020 there have been 2.38 million jobs at are developed
in the hospitality sector UK that is representing 6.9 % of the total UK employment. Apart
from this there have been 223045 hospitality businesses in UK as per data offers January
2020, 3.7 percent of all UK businesses. Apart from this there has been one 137225 employees
that is 10% of total across UK. Apart from this hospitality businesses represent three to five
percent of business in each region and country (Hospitality industry in the UK, 2020).
Hospitality industry in United Kingdom is dynamic it is combined of international and
domestic brands that are sharing high competition. The hospitality industry has recorded

growth numbers in 2018 in terms of investment and performance. One of the largest deals in
has been made by Starwood capital that has sold its capital in 13 hotels in the old principal
Hayley group to a French company.
(Source: Hospitality industry in the UK, 2020)
In terms of hotel occupancy rate there are more than 88 new water projects in construction
pipeline in London. More than 16000 rooms are expected to be added to supply the pipeline
as international brands and domestic brands that are targeting luxury segment of the industry.
London has also registered a growing revenue year to the occupancy rate that stagnated
between 80 to 84 people during year 2015 and 2018 (Hospitality industry in the UK, 2020).
(Source: Hospitality industry and Covid-19, 2021)

Impact of covid 19: The food and accommodation sector has been hard hit because of the
covid-19 scenario. There have been restrictions on trading that have significantly affected the
hospitality business turnover. Further, there have been ongoing accumulating depth and fixed
cost that is resulting into cash reserves and through revenues that is major concern for the
hospitality sector. In April 2020, hospitality sector has been down by 90% as compared to
February 2020. As per reports in March 2021 there have been 43% hospitality businesses that
are trading as compared to 74% across all industries.
From time period of January to March 2020 the number of workers in the hospitality sector
has fallen by 6%. The pandemic has not yet resulted in expected increase in unemployment
because of the corona virus job retention scheme in some of the sectors.
In 2019, the economic output of hospitality sector was at 59.3 billion pounds this corresponds
to 3% of the total economic output. Out of this 17.7 billion pounds was from accommodation
and remaining 70% that is 41.6 billion pounds was from food and beverage services. One
quarter that is 24 % of total output from the sector is based on London and 13% was based on
south east. Output for each region is similar food and accommodation makes up to three to
four percent of the total economic output for each UK country and region.
P2 Assess the different forms of ownership which is available in accommodation services
In accommodation there are different types of ownership which include franchise,
privately owned and leased which is discussed in detail below:
 Franchise: The term franchise is referring to as marketing which means that they want to
expand their business from one country to different countries. The main objective of
franchise is to expand the strategy of growing their business in order to increase sales and
revenue. In this if any franchise earning less than another business takes franchise but
they are limited to their geographical areas.
 Privately owned: This is another form of ownership of accommodation where there is
single owner who take high risk and earn their profit individually. But in this they take all
decision by owner as they decision regarding their employees, facilities, structure and
development of their accommodation. In other words, it can be said that whole activities

and operations are done by owner individually as he is the one who bear all expenses and
profit in business.
Leased: Leased is the third form of ownership which states that the business is run by
individual person as this type of ownership is same as privately owned because they operate
by owner but the difference is that the premises owned by them is taken on rent (Brown and
et. al., 2019). In simple words, there are two parties involved one is owner of accommodation
and other is landlord of that that premise where hotel is been operating.
With the reference to selected hotel which is Travelodge hotels limited, have various
number of hotels as they lease, managed their owned and franchised which include 586
hotels till 31 December, 2020 in UK, Spain, Ireland.
P3 Explain the roles, grading, classification system and online review sites play when
customers look for booking accommodation
There are different types of grading and classification system in accommodation is
that there are rating systems which influence the decision making of customers to book their
accommodation. The rating can be done on the basis of one to five star which help customers
to take decision easily. The main role of online review sites is another which influences
decision making of clients (Casado-Díaz and Sellers-Rubio, 2020).On the other hand, grading
system is most important in hotel sectors that directly impact on booking system of hotels. In
context to Travelodge hotels Ltd, they have a review system where customer after visiting
hotel and taking facilities they review hotel and share their experience so that it help other
customers to find the best hotel in country. In UK the classification system of selected hotel
is classify on the basis of services and quality provided by them.
However, it states that customer review on online sites such as booking.com, trip
advisor and many other online sites. As they also shares what are the best services are
provided by Travelodge hotels because it help hotel to increase their brand image and
reputation in market. The main decision taken by customers to choose the best hotel only
depend on grading, rating and online reviews of customer which directly impact the decision
of other customer in hotel industry. In relation to Travelodge, they provide better quality

services and facilities which help them to attract customers in areas where they serve. In
online sites they review hotel and also analyse the comments given by customers. There are
different types of review system which include excellent, very good, and good and many
others. This not only help in increasing brand image rather it help selected hotel to retain new
as well as existing customers in hotel industry.
P4 Determine functions of front office in organisation within a variety of accommodation
services.
The front office functions of different accommodation services could be impacting the
activities of hotels in international arena in order to draw the customers who are drawn on the
global market (Della Volpi and Paulino, 2018). The different types of tourists visit in hotel
wither for business trips, education, conference, holidays and many others. With the reference
to Travelodge hotels, they have to perform various functions which help them to satisfy the
requirements and demand of visited customers in hotel. There are various accommodation
services which include hotels, motels, restaurant, cafes and many other accommodation but
their front office functions are similar to each other.
Travelodge hotels perform various functions of front office which include guest
registration where they keep a record of timings of their check in and out, services provided
in different accommodation services, history of guest which means their profile likes and
dislikes or they have suggestion, feedbacks. The other functions performed by different
accommodations such as updates of rooms, table booking or reservation in restaurant and
cafes (Hu and et. al., 2019). In other words, it can be said that the selected hotel which is
Travelodge hotels follow their functions in an systematic manner where they keep all records
of their guests which include their entry and exit time, payment and booking details. They
provide best services to their customers and solve their queries fast so that they can increase
the satisfaction level of customers.
P5 Explain the roles of front office department in organisation
There are various roles in front office department where there is a structure and
according to that they have divided their responsibility. To efficiently operate and to carry out
their goals and objectives hotels have to develop structure in order to run their hotel
smoothly. In context to Travelodge, there are various roles in front office department which
are mentioned below:

 Front office manager: The main role of front office manager of Travelodge hotels is that
they give proper training and development sessions to their staff members so that they
know what are their duties that are to be performed by them. They ensure that employees
deal with them in proper manner. As this help front office manager to enhance their
performance so that they can trained their staff in an effective manner.
 Reservation manager: In Travelodge hotels, the role of reservation manager is to keep a
record of all booking done by customers from their own website, online booking and
through agent. So they have to book their rooms and other facilities which are requested
by guests. They have to tell their customer on which date they can reserve or on specific
date there is no rooms available in hotel (Kourtesopoulou, Kehagias and Papaioannou,
2018). On the other hand, it can be said that if customer will book hotels and other
facilities through online and website it helps in increasing the sales and profit of
organisation.
 Reception manager: The third most important role of reception manager in Travelodge
hotels is that they have to maintain a record of customers profile and other details, keys
control, check in and check out time which also helps them to respond to their customer
in an efficient manner.In this way, the reception manager plays an important role which
lead to high performance in market. They are only one who maintain the rcord of
customer and their needs and demands.
 Guest service manager: The role of guest service manager is to serve their customer and
build customer experience. They have to solve the issue and problems of clients which
will help selected hotel to increase their brand image in hotel industry.
 Night audit manager: The last role in Travelodge hotel is of night audit as they have to
control the job of accounts receives employees; maintain daily report to manage their
functions and activities of organisation.
Assess how operations of the front office department within a chosen organization meet the
overall business performance

The operations of the front office department of Travelodge hotel will helps in the
achieving the overall objectives and goals of the company also enhancing the overall
performance of the hotel, as hotel actively engaged in performing various front office task
such as guest registration, update of the rooms, effective table booking which are performed
in effective and systematic manner leading to satisfying the customers and increasing their
satisfaction level. In addition to this Travelodge also maintains the record of their customers
entry, exist as well as their booking details so that better services can be provided to them the
next time. The various task performed by the hotel at the front office enables hotel to manage
their customers and their requirement. Proper training is also provided to the employees of
front office so that they can manage and deal with the customers and provide them with great
services. Various role of front office department of the hotel such as proper training given by
the front office manager, keeping the record of all the booking done by the customers by the
reservation manger helps in proper allocation of the task and activities in the organization,
having clarity about the particular task needed to be performed by the manager results in the
providing better results and outcomes leading to enhancing the overall performance of the
organization and increasing the productivity and profitability of the hotel. Effective managing
of the role and responsibility at the front office helps hotel in providing the better services to
the customers and increasing their satisfaction level which automatically lead to improving
the overall performance of the hotel.
P6 Review the roles found in department of housekeeping department in organisation
In terms of quality and operating efficiency the housekeeping department of
Travelodge hotel can examine the key functions (Le and Phi, 2021). The role of
housekeeping department which is found in Travelodge hotels is explained in detail below:
 In terms of maintaining the comfort and support and smooth operation of the department,
optimum productivity can be achieved.
 To provide a supportive environment and to provide all departmental employees with a
friendly and consistent service.
 Ensuring high cleanliness and regular maintenance levels in all areas of responsibility of
the agency.

 Linen can be provided and stockpiled in halls, pubs, dining hall, meeting venues, fitness
clubs and so forth.
 Providing uniforms and keeping sufficient stock for all employees.
 Staff garments and guest clothes meet the laundry needs of the hotel bed sheets.
P7 Explain significant of forecasting linen stock and other guest supplies to ensure adequate
supply to meet demand
According to studies from the hospitality sector, sufficient supplies are important
components in the hotel industry that are responsible of determining satisfaction level of
customer in hotel industry. In order to analyse customer satisfaction when satisfying
consumers in terms of appropriate supplies, the prediction of sufficient supplies is important
in advance (Losadaand et. al., 2017). The efficiency of the supplies of guests also depends on
the appropriateness of the supplies provided. The hotel has strong control of its guest supplies
and the selected hotel which is Travelodge hotels have to ensure that there is daily
availability of hotel materials or supplies to provide guests various facilities by providing
them goods and services in better quality and quantity.
P8 Assess the importance of interrelationship between housekeeping department with other
departments in context to selected organisation in order to provide better quality provision
and services
Housekeeping is very important part of hotel industry as this is the one who increase
the sales of hotels as well as increase the reputation of hotel. They are mainly responsible for
cleaning rooms, surroundings, staff members and many more. The hotel is concerned on their
rooms, foods and beverages, facilities provided by them such as health club, spa, swimming
pools and many other facilities provided by them. If there is no effective staffs members in
housekeeping department they have to suffer a huge loss in hotel industry not only that this
will gives a bad brand image of hotel. The customers will give bad reviews which will affect
their growth and development. Housekeeping is interlinked with other department with their
importance which is mentioned below:
 Housekeeping department with front office: The first main important relation with front
office is that housekeeping department ready rooms by cleaning then front office
department sell rooms of hotels (Meachamand et. al., 2019). In relation to Travelodge the
main importance of both departments is that they are coordinated with each other as front

office tells housekeeping department about the vacant rooms which will help them to
satisfy the needs and demands of customer.
 Housekeeping department with human resource department: the housekeeping
department is connected with human resource department because human resource
department recruit talented employees who have proper skills and knowledge about the
housekeeping. With the reference to Travelodge the most importance between both
departments is that human resource department provide training to staff members of
housekeeping so that they can provide quality services to their guests in hotel.
 Housekeeping department with purchase department: The most important relation
between the housekeeping department and purchase department is that the purchase
department buy various items which are used in housekeeping. In context to Travelodge,
is that purchase department purchase various equipment which is needed by
housekeeping employees to clean rooms and other areas, different types of linen and other
products which are kept in rooms such as bath soap, shampoos and other products. This
will help both departments to provide better quality goods and services to customer which
enhance the level of satisfaction.
 Housekeeping department with laundry department: Both linen and uniforms to a high
level of cleanliness should be washed and dry cleaned. Supplying guest laundry in a
limited period to the housekeeping departments. The most importance of both
departments is that they give better services by cleaning their clothes in laundry.
P9 Determine the importance of scheduling maintenance or repair work to reduce disruption
to customers
In the case of any hotel or hospitality network it should be one of the main goals to
maintain current facility and repair the challenges of any facility. It helps to sustain the level
of satisfaction of the people and thus has a positive effect. In context to Travelodge hotels,
the importance of maintenance and repair work is most important because it help them to
build better customer experience in order to satisfy customer which lead to increase sales in
hotel industry (Omune and et. al., 2021). Each organisation should then perform repair and
maintenance schedules. They have to take various measures which help them to maintain

level of customers. Firstly, the Travelodge hotels have to o avoided a sudden collapse of the
infrastructure by routine or planned maintenance policies. Secondly, the selected hotel, in
addition tends to reduce or reduce the additional costs associated in the urgent maintenance of
a collapsed facility. Thirdly, they also aim to improve the everyday conditions of operating
assets and to sustain a much lower number of contingency funds. Lastly, Travelodge have to
develop various policies for maintenance and repairing so they effectively manage their
functions and activities which will help them to effectively implement their strategies. Which
lead to increase the satisfaction level of customers (Ren and et. al., 2018).
P10 Explain the importance of security in context to selected organisation
Security is most important component which helps hotel industry and different
accommodation services which help organisation to take attention of guests so they fell
satisfied while visiting in hotel. The customer’s belief that they feel safe and satisfied as they
recommend to others which help them to increase their brand image in hotel industry.
Moreover, it is stated that there should be a well security system for securing the interest of
staff members, customers, assets and many other appliance (Sánchez-Ollero, García-Pozoand
Mondéjar-Jiménez, 2021). Travelodge take various measures for security of customers. The
first is key card locks which mean there are magnetic keys so that customers pull their cards
and then door will open. This is the best to take care of customers as it is directly with PMS.
The second is security guards and cameras which help hotel to monitor 24 hours in the
premises of hotel. The camera is important security as it record every moment in the hotel.
The third is fire alarm which is necessary because for smoke detectors and have alarm points
in very room. For additional security, the selected hotel keeps all the data of employees so
that they can identify their employees quickly.

CONCLUSION
From the above discussion, it is concluded that managing accommodation is very
important for every hospitality industry. They have to manage their accommodation in such a
way that they have to attract customer and fulfil their needs and demands. There are three
types of size and scale which include luxury hotel, mid-range and budget hotels. There are
different forms of ownership which include franchise, privately owned and lease. In the given
report it is analysed that there are different grading system from one star to five stars whereas
there are various online sites where customer review their experience from hotels. There are
various functions and roles of front office manager where there are various roles which are
performed in department such as night audit, reservation manger and many others. It includes
the importance of housekeeping department and they are interlinked with other departments.
The importance of security reasons is that it help hotel to maintain and protect the safety of
employees.

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Hospitality industry and Covid-19, 2021 [online], Available
through<file:///C:/Users/hp/Downloads/CBP-9111.>
Hospitality industry in the UK, 2020[online], Available
through<https://commonslibrary.parliament.uk/research-briefings/cbp-9111/>
Hospitality industry in the UKhttps://www.mordorintelligence.com/industry-2021
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