Analysis of Accommodation Services Management Report for Hotels

This report delves into the intricacies of managing accommodation services, focusing on the InterContinental Hotel as a case study. It begins by outlining the organization of front office functions, emphasizing their crucial role in customer interaction and service delivery. The report then explores the key roles within the front office department, such as guest registration, service, and record maintenance. Moving on to housekeeping, the report highlights its significance in maintaining hotel standards and ensuring guest comfort, as well as the importance of forecasting linen stock and guest supplies to meet demand. Furthermore, the report examines the interrelationship between housekeeping and other departments, such as front office, maintenance, and security. Finally, the report underscores the importance of scheduling maintenance and repair work to minimize disruptions for guests, and the critical role of security in maintaining a safe environment.

Managing
Accommodation
Services

Table of Contents
INTRODUCTION ..........................................................................................................................3
TASK 1 ( Covered in PPT) .............................................................................................................3
TASK 2............................................................................................................................................3
P4 Identify the Organisation of Front Office Functions with various Accommodation Services
................................................................................................................................................3
P5 Key Roles of the Front Office Department of an Organisation named InterContinental
Hotel ......................................................................................................................................4
TASK 3............................................................................................................................................5
P6 Role of Housekeeping Department in an Organisation named InterContinental Hotel....5
P7 Importance of Forecasting Linen Stock & guest supply to meet the demand ..................6
P8 Importance of Interrelationship between housekeeping & other departments in an
organisation............................................................................................................................7
TASK 4............................................................................................................................................8
P9 Importance of Scheduling Maintenance or Repair work to decrease the disruption on to
guests......................................................................................................................................8
P10 Importance of Security within an Organisation. ...........................................................8
CONCLUSION ...............................................................................................................................9
REFERENCES..............................................................................................................................10

INTRODUCTION
Accommodation consider as a place or room in where people will stay and live or do
some agreement about sharing something. There are many types of accommodation such as
presentation, response , timing and setting of schedule are contain which can help to provide the
useful and effective accommodation services. In context of hospitality industry, accommodation
services are playing a significant role because accommodation is used in term of room in the
hospitality industry like resorts, hotels , hostel etc. This report will discuss about the
accommodation services of the InterContinental Hotels Group. It is a multinational company that
deal with the hospitality industry. It is a most famous British company that headquarter
established in Denham, England. The main purpose of this report is to determine the various
accommodation services related to the hospitality industry and define the ownership structure,the
role of Front Office Department , housekeeping department and also determine the importance of
security of the organisation.
TASK 1 ( Covered in PPT)
TASK 2
P4 Identify the Organisation of Front Office Functions with various Accommodation Services
Front office functions also consider as a reception area functions where visitors can come
and asked for accommodation services. Front office play a crucial role in the accommodation
services. Front office contain various function that can help to generate more profit for the hotel.
Front office is the starting and end point in which customers will interact the staff members and
discussed about the accommodation services (Đokic and Milićević, 2017). With the help of front
office, hotel will create the best and effective impression on the mind of the customers and it is
also responsible to satisfy the queries and doubts of the customers. There are various functions
which are performed by the front office on the basis of accommodation services are given below-
 Front office work as a reception of the hotel that welcome the customers and introduce
with the accommodation services of the hotel.
 Front office also helpful to provide the housekeeping services.
 Front office maintain the whole records of the customers.
 It is work like a representative of the hotel and help to address the basic and additional
requirements of the customers, clients and guests (Katsoni, 2019).

 There is various role which are performing by the front office such as front office cashier,
front office investigator, front office in a guest house.
 Front office create the effective brand image of the hotel.
 Front office offer some beverage before customers settle in their room.
 Front office answer all the question of the customers and ensure that customer will feel
comfortable.
 Front office also deal with the problems of the customers and guests.
 Front office also responsible to reserve, allot room and also consider Check -In and
Check- Out entry of the customers and guests.
P5 Key Roles of the Front Office Department of an Organisation named InterContinental Hotel
Front Office department is responsible to perform many roles because front office helps
to create the positive and effective image of the hotel. Front office department consider various
roles and responsibilities which can help the customers and guests to provide the accommodation
services (Lee, Lee and Moon, 2018). The role of front office on the basis of InterContinental
Hotel are explained below - Guest Registration – This is a main role of the Front office department to do registration
of the guests and customers and consider so registration related activities such as check-
in, room rant, room assignment and also welcoming the customers to make positive
impact. InterContinental Hotel mainly concerned about the front office registration
related activities because this is the appropriate way to attract the customers (Liu, et. al.,
2020). Guest Service – Front office department also responsible to manage the all requirement
of the guests and customers. InterContinental Hotel always take care of all the service of
the customer’s front office department informed the customers about the additional and
complimentary services. Maintenance of history & Records – This is also a main role of front office department
to maintain the record of the customers. InterContinental Hotel front office department
maintain the customers profile and also consider their like and dislike and check-out time
also looking for their experience and take their feedback.

 Update the status of Room - Front office department also liable to update the current
status of the rooms so that it will make easy for the hotel to prepare the list which room
are occupied or not (Mahravan, 2017). Reservation – Front office department is responsible to do reservation of the customers
from the different sources and record, file and maintain the registration record records.
InterContinental Hotel consider both type of reservation online and offline reservation
system. Handle calls – Front office department also handle the telephone calls internally and
externally. Most of the people ask some questions regarding the accommodation services
so front office also answerable for their calls. Inquiry – This department also responsible to satisfy the inquiry of the customers and
answer them with in an effective manner and also influence them so that they can agree
to visit the hotel.
 Finance & Foreign Exchange - This department also related to the hotel accounting
department and usually collect the payment in form of cash and online payment.
InterContinental Hotel also provide the foreign exchange facility so that they can do their
transaction in an effective way (Park and Tussyadiah, 2020).
TASK 3
P6 Role of Housekeeping Department in an Organisation named InterContinental Hotel
Housekeeping department comes under the operational department of the hotel that is
responsible for the maintenance, cleaning, clean the public and back areas of the hotel and hotel
rooms. This department prepare the guest rooms when they are arriving (Pelegrín-Borondo, et.
al., 2017). The main purpose of accommodation services to provide the clean, comfortable and
attractive room so they can understand the value of money. The role of housekeeping in context
of InterContinental Hotel are given below -
 Housekeeping is the prominent part of the accommodation services and it make sure to
create the high standard of hotel and continuously cleaning the hotels rooms.
 It always keeps welcoming environment and provide the reliable services.
 Take care of catering, laundry and other requirement that come from the customers and
guests.

 Always maintain the decoration and infrastructure of the hotel.
 Keep contact with the coordinating and renovation team so that they can update the hotel
about the requirements of refurnishing and designing of the hotel.
 Analyse the quality of service and always concerned with the customer’s services.
 Ensure that all the housekeeping department know the security regulation of the hotel.
P7 Importance of Forecasting Linen Stock & guest supply to meet the demand
The appropriate supply in the international hotel is very prominent factor because it helps
to create the potential and adequate level of the customer satisfaction. The forecasting of the
guest supply helps to analyse the customer satisfaction level and it is determining that the quality
of the guest supply also depend upon the guest supply. There are few points consider that
determine the importance of forecasting linen stock & guest supply which help to meet the
demand (Rahimi and Kozak, 2017). The explanation of this on the basis of InterContinental
Hotel are given below -
 Forecasting is crucial for the supply chain because it increased the supplier relation and
the purchasing of the guest.
 It can helpful to the maintain the better capacity and also allocation of the resources
 It can helpful to optimization of the useful inventory levels
 It can help to improve the level of customer service.
 It can evolve the performance management of the hotel.
 It can help in prepare the strategic planning of the hotel.
 It can helpful to maintain all the push- processes of the supply related to the guests
 it can help to managing the forecasting inventories and aid in to complete the all list of
items like goods of stocks, contents of the building and property.
 It can improve the quality of primary functions and balance the demand and supply.
 Managing linens are the most prominent recycled factor that come under the
housekeeping responsibility.
 Managing linens maintain the replacement of various types of linen inventories such as
beds, bath and table.
InterContinental Hotel forecast the linen stock so that they can maintain the supply of
guest so that hotel can meet the demand of the guest. Hotel prepare list according to the
forecasting of the upcoming events and occasions like Christmas, new year celebration, wedding

season and other special day in which the supply of guest will increase so that they can make
ready and maintain appropriate inventories so that they can full fill the demand of the guest and
satisfied their guests and customers.
P8 Importance of Interrelationship between housekeeping & other departments in an
organisation
Housekeeping department is involving in other department of the hotel and it is a fact that
no department work without the housekeeping department in hospitality industry because
housekeeping department is the one which mainly work for the customer satisfaction. There are
various department in InterContinental Hotel and it is analysed that all the department of this
hotel depend upon the housekeeping department. The interrelation between housekeeping with
other department of this hotel are given below- Housekeeping and Front Office – Housekeeping and front office department work very
close and rooms of the hotel is the main concern of both department and they can
continuously exchange the information related to the rooms. InterContinental Hotel front
office department maintain the check-in and check-out record so that they can convey the
information to the housekeeping department. Some other information also shared by the
front office so that they can share with housekeeping such as VIPs, groups, crew so that
they can provide extra facilities to them (Stepaniuk, 2017). Housekeeping and Maintenance Department – Maintenance department responsible to
provide the electrical & mechanical issues and facilities to the housekeeping department.
InterContinental Hotel maintenance department always keep update to the housekeeping
department about the arrange of hotel operations. Housekeeping and Beverage Department – Beverage department coordinate with both
staff and kitchen staff and also consider the linen and uniform facilities. InterContinental
Hotel consider that housekeeping department concern about the pest control of hotel,
kitchen areas and other stores of the hotel and maintain the record of beverage and
deliver to the housekeeping department. Housekeeping and HR Department – HR department responsible to maintain the
recruitment, selection, salary, managing grievance, induction, promotion, evaluation,
appraisal and training & development of housekeeping staff members.

 Housekeeping and Security Department – Both departments are interrelated and help to
prevention of the fire & theft and help to maintain the safety and security of the
InterContinental Hotel.
TASK 4
P9 Importance of Scheduling Maintenance or Repair work to decrease the disruption on to guests
To maintain the or repair work help to reduce the disruption of the guest. For the hotel
industry, maintenance of existing facilities and repair of work consider the major priority of the
hotel because it can help to manage the comfortable level of the guests and also provide them a
positive experience so that they can come again and also recommend to their friends and
colleagues InterContinental Hotel must consider the maintenance and repair work and also
address some facts such as -
 To maintenance and repair in hotel there are various staff members play a significant role
like facilities manager, maintenance engineers, security manager, security guards all thes
staff members work together to maintain all the activities such as hotel, routine,
preventative, scheduled and management maintenance.
 Through the practices of schedule maintenance, hotel can manage and also estimate and
also consider the system breakdown.
 With the help of maintenance and repair, hotel can reduce the mitigate the additional cost
that related to the broke down services (Sun, et. al., 2019).
 This is also helpful to enhance the working lives of the old facilities so that hotel can
keep save the funds.
P10 Importance of Security within an Organisation.
Security of the hotel is one of the important things that attract the customers in the
hospitality industry. Customers main priority is the security and they can prefer those hotels
which are providing vest security to their customers. InterContinental Hotel focus on the strong
security system so that they can give full satisfaction to their customers. The importance of
security on the basis of InterContinental Hotel are discussed below -
 It can help to secure the value of the assets of the hotel and the security system of the
hotel can protect the belongings and other stuff of the customers (Magombo, A.,
Rogerson and Rogerson, 2017).

 Staff members of the hotel need to be well aware about their responsibilities so that hotel
accumulate them proper training to maintain security.
 Hotel also concerned about the customers so that they can use CCTV camera for 24
hours.
 Security manager of the hotel can direct coordinate with the staff members regarding the
security of the hotel.
 Security manager can ensure the hotel that all the security system fit for the customers’
expectations.
 Security manager can track the all record and documents.
 Security guard of the hotel; responsible to watch the unusual, dangerous and illegal
activities in the hotel.
CONCLUSION
As per this report it can be concluded that accommodation services are playing a
necessary part in the hospitality industry and it also help to attract and retain the customers. This
report identified the size and scale of the hospitality industry and also determined the ownership
structure of hospitality industry. Most of the people use private and franchises ownership. This
report examined the importance of grading, classification and online review system and analysed
that online review are mainly used by the hotel. Furthermore, this report discussed the role front
office department and housekeeping department and also determined the interrelationship of
housekeeping with other department of the hotel. This report also talks about the maintenance
and repair work of the hotel and identified that how much security system is essential to take the
attention of customers.
REFERENCES
Books and Journals

Đokic, N. and Milićević, N., 2017. Tourist services online purchases in the context of the Theory
of Planned Behaviour. Anali Ekonomskog fakulteta u Subotici, (38), pp.69-78.
Katsoni, V., 2019. Sharing economy perspectives in the tourism accommodation sector.
In Mediterranean Cities and Island Communities (pp. 283-297). Springer, Cham.
Lee, W.S., Lee, J.K. and Moon, J., 2018. Study on the preference for capsule hotel attributes
using a choice experiment. Tourism Economics, 24(4), pp.492-499.
Liu, J., et. al., 2020. Effect of commercial neighbors on the online popularity of peer-to-peer
accommodation-sharing properties. Journal of Hospitality & Tourism Research, 44(5),
pp.780-805.
Magombo, A., Rogerson, C.M. and Rogerson, J.M., 2017. Accommodation services for
competitive tourism in sub-Saharan Africa: Historical evidence from Malawi. Bulletin of
Geography. Socio-economic Series, 38(38), pp.73-92.
Mahravan, A., 2017. Mitigating the Environmental Impacts of the Development of Ecotourism
Through Using Refurbished Buildings as Its Related Accommodation Services.
In Sustainable Building and Built Environments to Mitigate Climate Change in the
Tropics (pp. 187-202). Springer, Cham.
Park, S. and Tussyadiah, I.P., 2020. How guests develop trust in hosts: An investigation of trust
formation in P2P accommodation. Journal of Travel Research, 59(8), pp.1402-1412.
Pelegrín-Borondo, J., et. al., 2017. Emotions, price and quality expectations in hotel
services. Journal of Vacation Marketing, 23(4), pp.322-338.
Rahimi, R. and Kozak, M., 2017. Impact of customer relationship management on customer
satisfaction: The case of a budget hotel chain. Journal of Travel & Tourism
Marketing, 34(1), pp.40-51.
Stepaniuk, K., 2017. Quality of Accommodation Services–The Memetic Approach. Procedia
Engineering, 182, pp.673-678.
Sun, Y., et. al., 2019, January. Exploring Consumers’ Continuance Intention to Use Peer-to-Peer
Accommodation Service: The Role of Psychological Ownership. In Proceedings of the
52nd Hawaii International Conference on System Sciences.