Intercontinental Hotels: Managing Accommodation Services Report

This report provides a comprehensive overview of managing accommodation services within the hospitality industry, using Intercontinental Hotels as a case study. It begins with an introduction to the hospitality sector and the significance of accommodation services, detailing the scale and size of the industry, including various types such as hotels, guest rooms, hostels, resorts, and motels. The report explores different forms of ownership, including independently owned, chain, and franchise hotels, alongside grading and classification systems. A significant portion focuses on the front office functions, emphasizing their importance in customer service and operational efficiency. Key components of the front office, such as cashier, reservation department, and business center, are discussed, as well as key roles and responsibilities of front office staff. The report also highlights the impact of online review sites on customer decision-making and concludes by emphasizing the crucial role of accommodation services in meeting customer needs and driving continuous improvements within the industry. References from relevant academic journals are included to support the analysis.

Managing
Accommodation
Services
LO1 & LO2

Content
 Introduction
 Identify the scale and size of the accommodation services found
within the hospitality industry
 Explain the different forms of ownership available to accommodation
services
 Explain the organisation of front office functions within a variety of
accommodation services
 Conclusion
 References

Introduction
Inter continental hotels is a British
multinational hospitality
organisation which is having
headquarter in Buckinghamshire,
England. IHC is having 842749
guest rooms and 5656 hotels in
100 counties across the globe.

Introduction to hospitality industry
Hospitality sector involves
rendering lodging, food &
beverages, cruse line,
accommodation, meeting and
events, and travel services to
their customer in the industry of
tourism.

Contribution of accommodation sector to
the industry as a whole
The business of accommodation is consist of very huge industry of
businesses which are basically include hotels, hostels, guest houses,
apartments etc. in order to understand the working of accommodation
services Inter continental hotel is taken under this PPT. This PPT
includes various topics in which roles and responsibilities of front
office, house keeping, Facilities manager.

Different types of accommodation services
 Hotels
 Guest rooms
 Hostels
 Resorts
 Motels

Different forms of ownership
 Independently owned business
 Chain hotels
 Franchise hotels
 Low-cost Hotel Business Model

Grading and classification systems
Grading: It is an essential system which is used by businesses so as to
decide the standards of their services in order to cater customers in an
efficient way.
Classification system: These systems are essential for each and every
business as this involves identification of quality and services of Inter
continental Hotels by their customers and visitors. This is helpful for
customer in finding the best hotel for their stay and take benefits from
hotel's services.

Types of classification system
 ONE star
 TWO star
 THREE star
 FOUR star
 FIVE star

Role of online review sites
Online review sites influences the
decision making of a customer in the
process of selecting hotels from all the
pertaining options. Online review sites
are those sites where customers put
comments of their experience
regarding stay in the hotel.

Online review sites

Front office functions within a variety of
accommodation services
Front office department is
having essential function within
accommodation service sector
as all the workings are initiated
from front office.

Continue...
Components of the Front Office in a Hotel
The front office is having their component in the hotel due to which
the image of hotel can be made in the marketplace such as cashier,
reservation department, telephone operator, business centre and
information and registration centre.

Continue...
Importance of the Front Office
Front office department is essential in ICH as they are the face of hotels
and the place where customer get their first impression. The front
office is responsible to manage check in and check outs and they
solve all the problems of their guests.

Structure of front office

Key roles within the front office
department in hotel
Front office department of Inter continental hotel are playing significant
roles in the hotel as they are accountable to solve each and every
query of guests and to provide best experience to their customers.
Front office manager create database of customers who enjoyed their
services so as to keep in touch with them and to make them aware
about prevailing offers.

Functions of front office in different
accommodation services
 Functions of front office in
Hotels
 Functions of front office in
Guest houses
 Functions of front office in
B&B

Conclusion
From above summarised PPT it can be deduced that accommodation
services are essential in order to meet needs and wants of customers.
Accommodation services includes hotels, guest houses, hostels etc. so
that to provide best experience to customer and meeting their demands
by continuous improvements.

References
Bharwani, S. and Talib, P., 2017. Competencies of hotel general managers:
A conceptual framework. International Journal of Contemporary
Hospitality Management.
Jeong, M., Lee, M. and Nagesvaran, B., 2016. Employees’ use of mobile
devices and their perceived outcomes in the workplace: A case of
luxury hotel. International Journal of Hospitality Management. 57.
pp.40-51.

Thank You