A Report on Managing Accommodation Services at Hilton Hotel

This report provides a detailed analysis of managing accommodation services within the hospitality industry, using Hilton Hotel as a case study. It begins with an introduction to the industry, including key statistics and its contribution to the economy. The report explores different types of accommodation services, forms of ownership, and grading systems. It assesses the role of online review sites, explains the function of the front office, and outlines key roles within the front office department. The report also discusses commercial versus non-commercial business models. The conclusion emphasizes the importance of effective front office management in achieving guest satisfaction and positive reviews. The document is a helpful resource for students seeking to understand the complexities of managing accommodation services and is available on Desklib.

Managing
Accommodation
Services

Table of Content
• Introduction
• An introduction to the hospitality industry
– Provide facts: average occupation rate , employment tax contribution, GMP,GDP
– Contribution of the accommodation sector
• Different types of accommodation services found within the sector
• Different forms of ownership
• Grading and classification system
• Assess the role played by online review sites
• Explain the function of the Front Office
• Key roles of the Front Office

Introduction
Accommodation is defined as process to select proper building at good location, establishing
different departments, sections and arrangement of those resources in an appropriate manner. It is
very important to manage accommodation services of organisation in proper way so that business
goal and objectives can be attained. The organisation chosen for given assignment is Hilton Hotel
which was founded in 1919 at United States.

An introduction to the hospitality
industry
Hospitality industry is defined as sector which is liable to provide accommodation as well as food
services in different places like resorts, conference centres, hotels, theme park and many more.
This industry is the largest and fastest growing at marketplace that provides various opportunities
to people for their survival and livelihood.

Cont.…
• Provide facts: average occupation rate , employment tax contribution, GMP,GDP
The facts are as follows:
• Average Occupation Rate - The occupancy rate at hotel is 84% which is expected to remain
same in 2020.

Cont.…
GDP - The GDP in hotel industry at UK is 212billion.

Cont.…
• Contribution of the accommodation sector
Sector Contribution
Number of hotels 45000 number of hotel with 730,258 rooms
Revenue from hotel The revenue generated from hotel is £40 billion
Number of employment The number of employment is 2302000 workers in UK where there is rise in employment that is
3203000 employees which share 9.3% of UK employment.
Growth of hotel sector In 2018, there was rise in 2% and in coming time it will be 4%.

Different types of accommodation
services found within the sector
Accommodation services are defined as establishment that provide consumers with lodging and
preparing snacks, beverages, meals for instant consumption. It includes both food as well as
accommodation services to guests. The various types of accommodation services found within
such sector are:
• Hotel
• Apartments

Cont.…
• The distinguish among commercial and non-commercial businesses are as follows:
Basis of Differences Commercial Business Non-commercial Business
Definition It is defined as business which has operated with
motive of earning profits and distributing those among
owner at end of year.
This is defined as business which does not work
with motive of earning any profits.
Types It can be partnership, limited company and sole
proprietorship.
This can be trusts, cooperative institutions and
NGO's.

Different forms of ownership
• The various forms of ownership applicable to accommodation services are as follows:
OWNERSHIP TYPE DEFINITION EXAMPLES
Franchise Model It is defined as form of ownership which is benefited from
recognition of their brand name by people.
Hilton, Hyatt, Marriott, Stone Park, The Crown,
Grand Hotel.
Privately Owned and Operated This provide freedom as well as high risk to owner. They are free for
making decisions on growth, structure, operations.
Independent hotel, chair hotels, single owner hotel,
small hotel, resorts and others.
Leased They are privately owned but building or property belongs to other
party. It is performed on long term basis where lessee has to pay
monthly rent for it.
Casino, business hotel, resorts, conference, convention
center,
suite hotel.
Managed It is defined as privately owned hotel partners with renowned brand
name. This performs daily operations for business.
Own property, hotels, premises, house, guest house,
motel.

Grading and classification system
The hotel has to provide high quality facilities and accommodation to guests or visitors. It assist
to enhance goodwill as well as customer satisfaction. Elements that are focused by consumer
before hotel booking are:
GRADING SISTEM DEFINITION SYSTEM EXAMPLE
Essential It is most needed requirements of visitors, guests while booking hotels. One Star Mattress, water bottles, toothpaste, Bed, toothbrush, towel.
Basic This includes basic things which should be possessed by hotel rooms. One/Two Star Proper check in/out, Wi-Fi, phone service, car parking, air
conditioning.
Nice to have It is defined as things that looks good at accommodation. Three Star Gaming, food, parking, bars, ambience and sitting arrangements.
Luxury It is defined as high class service provided to guests by hotel. Five Star Rooms, 24*7 personnel on call butler, bars, Jacuzzi bathroom, 24 hour
fitness center, social lobby.
Hyper Luxury Services which are deluxe in nature are called hyper luxury. Seven Star Swimming pool, room service, Jacuzzi bathroom, spacious room, horse
riding, travelling facilities.

Assess the role played by online review
sites
Online review site like Trip Advisor plays an effective role to provide benefits to business. The
review of customer is available in different places such as websites, social media, online travel
agents. This assist potential guests to look for and book accommodation while planning for any
trip. Here, 88% of people filter hotels of average star rating, 32% eliminated with rating below
four, 96% people consider review to be important, 79% read review before making decision
related with purchase, 85% focus on thoughtful response for improving their impression of hotel.