Report on Managing Accommodation Services: Intercontinental Hotels

This report comprehensively examines the management of accommodation services within the hospitality industry, with a specific focus on Intercontinental Hotels and Resorts. It begins by evaluating the size and scale of accommodation services, differentiating between various service types like luxurious, mid-range, and budget options. The report then explores diverse ownership models, including leased, managed, and franchised structures, highlighting their impact on service quality and customer experience. Furthermore, it delves into the significance of classification systems, grading, and online review sites in influencing booking decisions. Key front office functions and roles are outlined, alongside a detailed description of housekeeping operations, including linen management and interdepartmental relationships. The importance of maintenance and security within the hotel environment is also discussed, providing a holistic overview of effective accommodation service management.

MANAGING
ACCOMODATION
SERVICES

Table of Contents
INTRODUCTION...........................................................................................................................3
MAIN BODY..................................................................................................................................3
Evaluate the size and scale of the accommodation services found within the hospitality
industry........................................................................................................................................3
Explain various forms of ownership available to accommodation services................................4
Describe the role of classifications systems, grading and online review sites play in while
booking accomodation.................................................................................................................5
Explain front office functions within a variety of accommodation services...............................5
Explain the key roles within the front office department............................................................6
Describe the key roles found of housekeeping department in a intercontinental hotel and
resorts...........................................................................................................................................7
Specify the importance of forecasting linen stock and other guest supplies to ensure sufficient
supply to meet demands...............................................................................................................9
Explain the importance of interrelationships between housekeeping and other key departments
within a selected organisation......................................................................................................9
Discuss the significance of repair work or scheduling maintenance to minimise disruption to
Clients........................................................................................................................................10
Identify the importance of security within the intercontinental hotel and resorts.....................11
CONCLUSION..............................................................................................................................12
REFERENCES..............................................................................................................................13
Books and Journals....................................................................................................................13

INTRODUCTION
Services that involve the proper management of accommodations are called accommodation
management. Management in the organisation is very important so that proper services can be
provided to the customers in the marketplace. Accommodation services helps in increasing the
demand of the customers in the economy. Hospitality industry should maintain its infrastructure
so that people can get attracted and revenue of the business can be increased. providing the better
services to the customers helps in increasing the goodwill of the business in the marketplace it
also helps in enhancing the profit of the company in the market. All hospitality sectors require
standards regarding maintenance, sanitation and implementation of budgets. There are
requirements from the public and private sectors to manage these services. It provides a
comprehensive understanding of accommodation requirements in the hospitality sector. The
following report includes a discussion of Inter-continental hotels and resorts. It's basically a
British organization based in Denham. This group consists of 5656 hotels. worldwide in
approximately 100 countries. In this report it will be analysed that how management of
accommodation services helps in proving the best services to the customers so that growth of the
company can take place in the marketplace (Khojastehpour, 2020).
MAIN BODY
Evaluate the size and scale of the accommodation services found within the hospitality industry
Accommodation basically means the building, room or lodging which is provided to the
people for the stay. Hospitality industries provides various accommodation services to the
customers as the their budget. Different types of services are given by the business as per the
needs and requirement of the customers so that cannot face any issue while the stay. If the
hospitality industry will not provide best services to the customers then it can affect the services
of the business in the market due to which profit margin of the business will also get affected and
company will not be able to gain competitive advantage in the marketplace. In current time
hospitality industry is linked with giving varied services within different size and scope. These
services are dependent upon scale of the organisation and nature of services given by them.
Different types of accommodation services are given below as per the demand of the customers:
Commercial business

Luxurious services: It is also known as world class services. target customers for these
types of services are mainly the celebrities, business executives, political figures of high ranking.
In this high services are given to the customers they are mainly expensive due to which low
income customers cannot afford this services. Proper maintenance of the room and infrastructure
are done under this services due provide the comfortable stay to the individual. This types of
services comes under the 5 star hotel.
Mid range services: They are basically 3-4 star hotels they are generally less expensive
as compared to luxurious services. They does to provide the high quality services to the
customers. They mainly provide the reasonable price services so that need of the customers can
be satisfied properly. they give uniform services to the customers. It involve in room
entertainment services so that customers can enjoy their stay properly (Lim, 2021).
Budget limited services: This types to services are given to the customers who demands
for the minimum rate services. To satisfy their need company provides the comfortable and clean
and inexpensive services to the customers so that financial stability of the person cannot get
affected and they can experience the best services.
Non-commercial business
Rental houses: This type of accommodation services are located at eminent location and
engaged in providing entertainment services to customers such as playing areas, sports and many
more. The main motto of these businesses are associated with providing remarkable experience
to their customer so that to gain their loyalty.
Explain various forms of ownership available to accommodation services
Ownership of accommodation depends on the complexity of the ownership structure of
the hospitality industry. However, ownership of a hotel room can be categorized as complex in
nature, as it often determines the level of service a single customer receives from the hotel. On
the other hand, property ownership can be categorized into private ownership, operation, and
lease management franchise models. Management in the hospitality industry is very important in
the process of improving the service of existing hotels in order to improve the reputation of the
online review system. For managed franchise accommodation, the quality of service may be
expected to be high. Rented and privately owned hotels or accommodations may not be well-
organized and likely not suitable for guests from abroad. However, the lodging facilities of the
franchise and the manager's hotel are well organized and well maintained, and the hotel's staff

follows certain clearly set guidelines to ensure adequate customer service to guests abroad and
domestically. For rental owners, the quality of service varies from location to location, and the
expectations of a hotel owner may vary depending on the expectations of the hotel owner.
In recent time hospitality industry is linked with providing different types of ownership and
this is defined as the major reason that this industry is having opportunities to grow in proper
manner. Some form of ownerships are elaborated as under:
Leased Ownership: This type of ownership is associated with giving contract services to
and an agreement between lesser and lesser. Lease is inhaled for some particular period of time
in which owner of hotel gives lease rent on monthly or yearly basis to lesser. Using this strategy
as ownership will lead the hotel to serve customers in significant manner.
Managed or Private: Within this ownership appropriate services can be provided to
customers and gain their loyalty as well. In this type ownership significant profits can be earned
by the business and in desired manner customers may get their services along with better quality.
Franchised Ownership: Within this type of ownership franchise are given by prominent
hotels such as Inter-continental hotels for using their methods, logo and trademark. This type of
ownership is associated with gaining higher customer retention and brand prominence as well.
Describe the role of classifications systems, grading and online review sites play in while
booking accommodation
The parts of online survey destinations might be expressed as fundamentally significant in the
client dynamic as it might help during the time spent the booking of convenience or rooms in the
global inns. The evaluating framework is viewed as profoundly affecting the room booking
arrangement of the cordiality business and the convenience framework will be reliant upon the
basic activities of the inn business. it very well may be communicated that room booking
procedures is propelled by the online review system in the high level world in which the previous
customers are busy with the sharing of the experience to the world so the potential clients can
track down an itemized control in the quest for great quality lodgings. In any case, bit might be
contended that hotels in UK are appraised under the grouping frameworks which arrange grading
based on different evaluations just as administration guidelines which may give the global client
or guests a guide for determination of the best inn for their excursion (Zhang, 2020).
Then again, it very well might be expressed basically that booking convenience might be subject
to the online audit framework and the surveys of the clients in the online locales and sites what

share different data with respect to the lodgings in the UK market of accommodation. The idea
of the business is essentially reflected in the customers' reviews in the online study districts and
the destinations which are having the ability to affect the watchers' evaluations. On the other
hand, it may be communicated generally that potential guests are significantly influenced by the
introduction of the diverse online overviews in the checking on course of action of the inns. The
inns which offered incredible sorts of help to the clients or visitors or guests in the past are
assessed as high in the evaluating structures similarly as the lodgings are communicated as best
in the on the web survey locales.
Grading system
In the time of fierce competition grading systems are used within hospitality industry so that
to provide ease in decision making to customers. Grading systems are playing prominent role for
customer while selecting a hotel and gaining remarkable experience of stay. By selecting hotels on
the basis of grading system this will be helpful for customers to select a hotel according to their
needs and demands.
Role of grading
 this helps customers to receive higher reliability at the time of bookings.
 This is helpful for customer to choose hotels as accordance with their own standards and
needs.
 This is helpful for hospitality manager to manage their quality as according to their
gradings and needs of customers.
 This is providing fierce market competition so that organisation may stay aligned with
needed quality of their customers.
Classification systems
Classification system is defined as a system in which ranking is provided to hotels as in
terms of stars. The major reason of classification system is to bifurcate hotels in the manner of
available amenities so that at the time of booking customer do not get confused and just by
understanding hotels star customer can make their decision.
Role of classification system
 For service industry goods cannot be used by customers so as in retail industry so with
the help of classification system appropriate insight can be given to guests for taking
precise decision.

 This system is helpful in bridging the gap between customer expectation and their real
experience.
 This system would be helpful for customers to understand standard of services by
understanding system of classification.
Online review site
Online review sites are some online websites those are associated with taking reviews
from the customers so that to provide real and honest opinion from them regarding their stay and
experience from services of hotels. These review sites are playing vital role at the time of
booking as by seeing these reviews positive decision can be taken by customers. In the current
era of digital technology and internet online review sites are helping customers to understand
quality of services provided by such institution.
Role of review sites
 These are helpful in gaining honest opinion so that decision making process of booking a
hotel may be easier and this would be profitable for the business to get maximum
customer reps.
 These sites are helpful in gaining higher interest of customers so that loyalty can be
received by the organisation.
In this manner this can be said that grading system is influencing customer behaviour in
positive manner but in contrary sometimes just by seeing grading customers may take wrong
decision as well. On the other hand in context of star rating these are helping in decision making
process of customer but at same time in star rating service quality get avoided as this system is
based on verity of amenities provided by hotels. At last online review sites are helpful for
customers to take decision on the basis of experiences of other user but in this manner perception
of every people is different so online review sites are providing generalised review due to which
this may provide negative impact over the organisation.
Explain front office functions within a variety of accommodation services
Primary capacity of front office supervisor is to attained the guests when they are visiting
the hotel. It is needed for them to be of a modest and considerate nature. They oversee
fundamental everyday capacities and furthermore investigate accessibility of rooms. Other than
this they search for appearances and take-offs of visitors. They additionally deal with different
necessities and requests of guests.

•Hotel: There are different organizations given by hotels which fluctuate in different lodgings
going from 1 star to 5 stars. They take reservations and various workplaces which are related to
it. In incredible and assumed lodgings, they enroll a secretary subject to correspondence ability.
It is required of a secretary to have fitting data on lodgings and each and every office open at
hotel. They also cultivate extraordinary association with guests to have visits from them in
future.
•Guest house: There is a booking office present at guest houses who acknowledge in calls and
answer all of the inquiries for their normal guests. They should make notes on what a customer
requires, tendencies of their rooms, etc It is commitment of front work region to deal with
customer appearance, welcome customers and besides deal with their departure workplaces (Avi,
2020).
•Bed and breakfast: In size they are little. Casual housing simply give for now stay workplaces
and food workplaces for breakfast. These are by and large a gathering of 4 to 10 people who get
together and give these workplaces to visitors. They by and large have a night evaluator who
expects a crucial part at the front work region. Their work joins limits, for instance, checking in
of customers, inviting them and really focusing on portions at the hour of look at. They also deal
with protests from customer accepting any and giving them whatever they require.
Explain the key roles within the front office department
Front office is face foundation for services in intercontinental hotels and resorts. the key
jobs engaged with the front office capacities incorporates the tasks identifying with the client
care, for example, helping the client or the visitors with their gear and the global documentation
like identification and visa. The front office capacity may incorporate the significant capacity of
dealing with the day by day organization and the room administration additionally remembered
for the front office administrations. The degree of front office tasks might be viewed as mind
boggling as it will help during the time spent consumer loyalty in the inn activities. They are first
of the people who will convey to guests directly. It is their commitment to set up a fair first
association with guests. They are mindful to regulate questions and essential of guests. It is their
commitment to provide customers' orders to other division of hotels. Some critical positions of
front office are given below:

Security: This consolidates fundamental staff who are open for security and prosperity of guests
and neighborliness property. In intercontinental housing and resorts security and prosperity staff
are proficient and alert to save an ensured environment for their guests 24/7 Manager must
oversee need of staff for his specialization, innovation just as spending plan to control security in
lodgings.
Front office: In this division perceivability to client and association with themis most extreme.
They are the primary substance of lodging which a visitor views. They go about as initial feeling
on psyches of clients. It is considered as focus point for any inquiry or questions of visitors and
guests. It is focal point of correspondence for everybody in inn premises. Lodgings spend a great
deal on these to make it look rich and engaging to draw in more clients. Front office assumes a
significant part in building picture just as notoriety of a lodging.
Housekeeping: Front office works in support with housekeeping division. It is huge for them to
work in coordination to gain ground. Housekeeping office guarantees that each and every room
satisfies every one of the necessary principles before a visitor enters it. It is additionally
answerable for neatness, look after cleanliness, making items and administrations accessible for
visitors and so on in intercontinental lodgings and resorts this office is liable for checking status
of rooms too (Ruan, 2020).
Roles and responsibilities of Front office in Intercontinental hotel
Accommodation: Under hospitality industry front office is playing significant role as
this department is responsible to interact with customers. Front office is responsible to arrange
guest facilities so that to gain higher guest satisfaction. Besides this front office department is
also taking feedbacks from clients regarding their experience so that business offerings and
services can be modified and enhanced. For Intercontinental hotel front office department is
taking various bookings so that to meet needs and expectations of their customers.
Handling Complaints: Under service industry chances of conflicts are more as the
industry is totally dependent over customers. Front office department is responsible to take
complaints and finding solution for the same so that overall experience of customers can be
enhanced. The front office department manages complaints in such a way that level of
satisfaction can be enhanced for their customers. In the context of Intercontinental hotel front
office department is managing various complaints which are received by customers and they
convey the same to respective department so that to provide service improvements.

Accounting & communication: Within hospitality industry communication is defined as
the major element as with the help of effective communication different functions can be
executed in significant manner. Using communication as primal channel Intercontinental hotel is
able to guide all other department in effective manner so that in appropriate manner.
From the above discussion this can be analysed that there are numerous activities that are being
executed by front office department and in this manner overall functions of hospitality are
executed in signifiant manner. Front office department is having role to handle various customers
in prominent manner and to enhance service quality as well.
Describe the key roles found of housekeeping department in a intercontinental hotel and resorts
The critical parts of the housekeeping of the previously mentioned lodging might be dissected as
far as the recurrence and nature of the assistance that are given by the housekeeping division in
the inn. The housekeeping division of Hotel is fundamentally coordinated as far as the recurrence
and the nature of the help as the entire cycle of the housekeeping is to a great extent controlled
and observed by the senior administration faculty. The housekeeping office additionally has a
portion of the significant implicit rules which are should have been followed in like manner
consistently. The housekeeping division of the lodging is worried about the degree of client care
which the administration has resolved to accomplish and the staffs of the inn are all around
prepared too .
A hierarchical chart for housekeeping
It is obligation of this division to give an proper line of the board, authority, jobs and duty and
diverts of correspondence in an hotel. This doesn't just give a line of the executives yet in
addition assist workers with saving representatives from being coordinated from more than one
position. This graph unmistakably makes reference to how representatives in Intercontinental
take orders and the chiefs from whom they take orders. The duplicate of this outline is likewise
posted in a space to help staff to remember their obligations, duties and parts in association
(Anastasiou, 2020).

Illustration 1: organisational structure of Intercontinental hotel
Housekeeping Duties:
 Obligations just as duties which are to be satisfied by housekeeping offices are given below:
 washers week after week and Wipe clean dryers
 Clean up containers just as garbage from parlors and kitchens which should be tossed and
recycle.
 Clean, check and top off different supplies of distribution centers and bathrooms
consistently.
 Vacuum, residue and mop each space of inn twice every day (Quintero-Angel, 2020).
 Wash windows, draperies and clean fridges two times per week.
Specify the importance of forecasting linen stock and other guest supplies to ensure sufficient
supply to meet demands
As per the report of the hotel industry, the proper supply of international service business
is an important factor in determining customer satisfaction. In order to analyse customer

satisfaction while satisfying customers on the supply side, it is very important to predict
sufficient guest supply in advance. The quality of guest supplies depends on their adequacy.
Forecasting demand of linens: The prominent need of customer within industry of
hospitality is to use linens. For meeting demands of customers this is essential to keep
appropriate stock so that to avoid situation of stock shortage. In hospitality industry forecasting
of linens are regarded as primal function as this could be helpful for customers to avail needed
services and maximise their level of satisfaction.
Supply chain management: This is regarded as input and output of materials. In this
manner it is required to examine demand and supply in most appropriate manner so that needs of
customers can be addressed in most effective manner. This will be helpful in examining needs of
customers in such way that situation of under and over stock can be avoided. With the help of
forecasting linens in effective manner supply chain management can also be developed.
Requirement of linen stock
FLOOR HAND TOWEL TOWEL SOAP SHAMPOO SANITARY
KIT
1 6 9 8 5 7
2 7 8 8 8 9
3 10 6 10 4 8
TOTAL 23 23 26 17 24
Requirement of various guest supplies
PRODUCT DEPARTMENT FREQUENCY
Bathrobe Housekeeping Daily
Desserts Food and beverages Daily
Requirement of other supplies of marketing
PRODUCT DEPARTMENT FREQUENCY
Pamphlets Marketing Quarterly
Hoardings Marketing Annually