Hotel Management: Roles and Responsibilities in Accommodation Services

This report provides a comprehensive overview of managing accommodation services within the hotel industry, focusing on key departments and their roles. It begins with an introduction highlighting the importance of various departments such as the front office, housekeeping, and facilities and security services, all essential for the hotel's growth and maintaining guest satisfaction. The report uses Marriott as a case study to illustrate the functions and responsibilities of each department. Part B delves deeper into the specific roles, including the front office's interaction with guests, the housekeeping department's contribution to guest comfort and safety, and the facilities and security services' importance in maintaining hotel standards and security. The report also touches upon challenges faced by staff, particularly in housekeeping. The conclusion emphasizes the collaborative efforts required for success in the industry, alongside the ethical responsibilities of both staff and guests. The report is well-referenced, providing a robust understanding of the dynamics within accommodation services.

Managing
Accommodation
Services

Table of Contents
INTRODUCTION...........................................................................................................................1
PART A...........................................................................................................................................1
Covered in Ppt........................................................................................................................1
PART B............................................................................................................................................1
Role of Front office departments............................................................................................1
Contribution of Housekeeping department............................................................................2
Role of Facilities and Security services..................................................................................3
CONCLUSION................................................................................................................................4
REFERENCES................................................................................................................................5
Books and Journals.................................................................................................................5

INTRODUCTION
The report throws light on the range of departments and roles that are performed within
the Hotel industry and are vital for the continue growth and progress in the industry. The
departments and the roles discussed in the report includes Front office desk which is responsible
for the first ever communication with the guests and lays first impression of the hotel,
Housekeeping staff who takes care of the basic needs of the guests and maintains continue
communications with guests, at last the report discusses the role of Facilities and Security staff
who are responsible for maintaining grading and security standards respectively (Akgunduz and
Gürel, 2019). The report have also thrown light on some of the challenges which are faced by
these staffs in hotel in the light of Housekeeping workers.
For the purpose of generating a comprehensive understanding of role of different
departments, Marriott is taken as chosen organisation in the report.
PART A
Covered in Ppt
PART B
Role of Front office departments
Front office department is the desk place which are very first in line to interact with the
customers when they arrive at the hotel very first time, and also they are the last one to deal with
them when they leave the office. Taking the case of Marriott hotel industry, the business
enterprise has considered the role of front desk office as the most important one in their business
operations. Their vitality was identified very well and the management has tried their way best
possible in imparting every necessary skills that is required by these front office workers to carry
out their functions. And also kept them encouraging on commitment of any mistake. Their
motivation is important because they must not look anxious and dull while dealing with
customers. Also, enhanced motivation keeps these workers to have a calm mind so they can
communicate with patience, listen to their doubts, try to resolve them effectively and help
business build long run relations with their customers (Brondoni, 2017). Necessarily, the
functions and responsibilities of these workers involves to communicate effectively with
customers, ask their requirements, inform them about the availability of rooms and also make
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them aware about other sort of facilities they can avail which may be more beneficial to them
and that cope with their expectations more suitably, listen to their other apprehensions, resolve
and confirm booking. Referring these to the basic ones in nature, as per the Marriott, the
significance of front office desk is more imperative for business industry since they build the
very first impression on the minds of customers and aid them from starting to end. However, the
quality of task and functions performed by them are a little more complex behavioural and
psychological sometimes involves physical efforts also, standing long at the desk for hours,
continuously resolving issues and sometimes running between the rooms, especially at the peak
times in hotel industry and maintaining regular communication with customers and other
departments raises its complexities and intricacies.
Contribution of Housekeeping department
When customers looks for booking a hotel and intends to stay there individually or with
the friends and family, the customers expects that they will totally have an environment like
home in the hotel, where they themselves as well as their family, especially females and children
can feel safe and comfortable. The level of comfort they expect is to be the best in this order. The
concerns of these nature are resolved by the housekeeping staff at the hotel. This is the second
most important duty in the hotel industry and their significance is risen more because as long as
the customers stays they remain in the perpetual contact with the housekeeping services.
Likewise in other Hotels, In Marriott too, servants looks at those requirements of the customers
which can be very basic in nature but for the comfort of customers they are very important, like
sanitation and hygiene, cleanliness, food, checking and changing bedsheets, blankets and
mattresses, taking away utensils, bringing food, taking away wet clothes and towels for drying.
The bar of their responsibility is raised more as for every small or big help, that customers needs,
they looks for the housekeeping staff, either they have problem in the room or they have to ask
for something from outside (Choi, Mohammad and Kim, 2019).
But while these tasks are better performed by the Housekeeping workers in the hotels, it
has to be kept in mind that Housekeepers are themselves part of the hotel staff, and their security
too is as imperative as other functions of hotel. The hotel management should well consider that
these workers do not fall the victim of either humiliation or exploitation by the guests also. There
are some cases that has proved that sometimes guests in the hotel behave in appropriately with
the housekeepers. There could be cases of sexual harassment also. Thus the grievances of
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housekeeping staff shall also be taken at the priority and proper actions should be taken in due
regards.
Role of Facilities and Security services
Facilities management is another vital component of the hotel staff. Their role gains
significance from the fat that their service is something like which is responsible to maintain the
quality of hotel gradings and its classification. As discussed, various gradings in hospitality
industry includes 3 star to 5 star grades, and once any grade is attained by the hotel it is
necessary for the growth of the hotel that it must strive to move upward in the grades or at least
maintain the earlier standard (Priyangika, Perera and Wickremanayake Karunaratne, 2020). This
role of growth and its maintenance, along with other functions in the hotel, is critically played by
Facilities services. Having their origin of functions in the assets management of the hotel,
understanding it from viewpoint of Marriott, like plumbing, fixing lighting in entire hotel,
maintenance of air-conditioning system, look after the proper functioning of Televisions, music
system, computers, Wi-Fi and other equipments, these workers continuously work for the
maintenance and rise in the standards of services in hotel. Thus the vitality of their role is clearly
evident in the hotel industry.
Department of security services are important as well as courageous one, duly noted by
Marriott. The workers under this department are professional and well-trained in performing
their duties. Before understanding the role of security services in hotel, it should be noted that
there are types of security management in hotels (Shamim, S., Cang, S. and Yu, H., 2017). On
one side there are tasks that involves the role of appropriate trained security personnels in the
hotel, whereas there is another type of security management in the hotel which could also be
performed by general front line officers and housekeeping staff. For example, if any material or
asset of any guest is lost in the hotel premises then the guest must inform housekeeping staff who
further informs front office desk, in case that asset is found after the guest leaves the hotel that
better be kept at a safe locker. So this type of security functions, seen in other cases like fire
outbreak etc. can be performed by regular staff in the hotel (ÜNGÜREN, E., 2018). Besides that,
other functions of security that can only be performed by typical security personnel most
obviously includes tackling Drunken guests in the hotel and check if they do not misbehave with
other guests and similarly there could be many other unacceptable visitors in the hotel. Likewise,
if any murder or suicide takes place, then these security personnel are first in the line to respond,
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in case of vandalism and damage of hotel property also these workers brings the first response.
Likely, there are many other range of crimes for which hotels are vulnerable because Hotels
harbours numerous visitors to which none in the management knows personally so there are
chances of any misshapenness, and therefore the maintenance of security and security personnel
to fulfil these responsibilities becomes important (Wang, Yang and Yang, 2019).
CONCLUSION
Concluding the PART B in the report it can be well ascertained that, the growth that hotel
industry have achieved in past many years and with appreciable efficiency and frequency, as
looked from the understanding of Marriott also, comprise of the contributions of many
departments and workers that are engaged in their duties day night to not only fulfil requirements
of this service sector but working as fulfilling their duty like a moral responsibility owing to the
public and especially the foreign visitors. Their services makes these visitors realise best
convenience and safety level which further attracts them to this sector. However the moral duty
does not only owed by Hotel staff but the guests in the hotel too have some of them as
fundamentals. They should keep in mind their ethics and behavioural attitude while
communicating and dealing with the hotel staff as well as other guests in the hotel.
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REFERENCES
Books and Journals
Akgunduz, Y. and Gürel, D. A., 2019. Role stress and turnover intention in hotels: the mediating
role of organizational enthusiasm and unstimulating work. Tourism: An International
Interdisciplinary Journal, 67(3). pp.222-238.
Brondoni, S. M., 2017. Global tourism and terrorism. Safety and security management.
Symphonya. Emerging Issues in Management, (2). pp.7-16.
Choi, H. M., Mohammad, A. A. and Kim, W. G., 2019. Understanding hotel frontline
employees’ emotional intelligence, emotional labor, job stress, coping strategies and burnout.
International Journal of Hospitality Management, 82. pp.199-208.
Nunkoo and et.al., 2020. Service quality and customer satisfaction: The moderating effects of
hotel star rating. International Journal of Hospitality Management, 91. p.102414.
Priyangika, K. D. T., Perera, B. A. K. S. and Wickremanayake Karunaratne, T. L., 2020.
Facilities Management Roles in the Hotel Industry: The Skills and Competencies Required.
Journal of Quality Assurance in Hospitality & Tourism, 21(4). pp.454-473.
Shamim, S., Cang, S. and Yu, H., 2017. Supervisory orientation, employee goal orientation, and
knowledge management among front line hotel employees. International Journal of Hospitality
Management, 62. pp.21-32.
ÜNGÜREN, E., 2018. Investigation of Fatalistic Beliefs and Experiences Regarding
Occupational Accidents among Five Stars Accommodation Companies Employees. Turizm
Akademik Dergisi, 5(2). pp.1-15.
Wang, Y. C., Yang, J. and Yang, C. E., 2019. Hotel internal branding: A participatory action
study with a case hotel. Journal of Hospitality and Tourism Management, 40. pp.31-39.
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