Report on Managing Accommodation Services and Front Office Operations

This report delves into the management of accommodation services within the hospitality industry. It begins with an introduction to the hospitality sector, defining its scope and contribution to GDP, followed by an overview of different types of accommodation services such as motels, hotels, hostels, apartments, and holiday parks. The report then explores forms of ownership, grading and classification systems, and the influence of online review sites like TripAdvisor. A significant portion is dedicated to the function of the front office, detailing its roles, responsibilities, skills, and its crucial role in meeting organizational objectives. The report also examines the housekeeping department's key roles, the importance of forecasting supplies, and the interrelationships between housekeeping and other departments. Furthermore, it discusses the significance of scheduling maintenance, security, and communication within the organization to ensure smooth operations and guest satisfaction. The conclusion summarizes the key findings and emphasizes the importance of effective management in the accommodation sector.

MANAGING
ACCOMMODATION
SERVICES

Table of Contents
INTRODUCTION...........................................................................................................................3
MAIN BODY...................................................................................................................................3
PART A...........................................................................................................................................3
Introduction to hospitality industry and define how accommodation sector contributes to GDP.
......................................................................................................................................................3
Different types of accommodation services within hospitality sector.........................................3
Define the forms of ownership apply to accommodation services with use of examples...........5
Discussion on grading and classification system.........................................................................6
Assess the role played by online review sites such as Trip-advisor............................................6
Description on the function of Front office with reference to three kinds of accommodation
provider........................................................................................................................................7
Analyse the key role of front office department in meeting organisational objectives...............8
Conclusion...................................................................................................................................8
PART B ...........................................................................................................................................8
Review the key roles of housekeeping department of chosen enterprise....................................8
Access the significance of forecasting line stock and other guest supplies to ensure sufficient
supply chain.................................................................................................................................9
Illustrate the significance of interrelationships between housekeeping and other key
department with chosen enterprise...............................................................................................9
Determine the significance of scheduling maintenance to minimise disruption to guest..........10
Discussion on the significance of security within chosen organisation.....................................10
Access the role of maintenance played within accommodation services..................................11
Critically evaluation on significance of communication between housekeeping and facilities
department..................................................................................................................................11
CONCLUSION..............................................................................................................................11
REFERENCES................................................................................................................................1

INTRODUCTION
Accommodation managers are responsible to undertake day to day management of
establishment that offer accommodation services to all people (Slåtten and Mehmetoglu, 2015).
This is defined as base to the tourism industry and also plays fundamental part in tourism supply.
In order to effectively carry accommodation services, manager must be trained to take care of
quality standard, manage the budgets and effective framing of business plan in hotels, resort etc.
The present study is based on accommodation sector of Hospitality industry. It is integral
part of hospitality industry. Furthermore, report will outline the types of accommodation services
that avail within quoted industry. Also, discussion will be conducted on role of front office
department. Lastly, role and responsibilities will be defined that bring effective facility and
security to carry accommodation services.
MAIN BODY
PART A
Introduction to hospitality industry and define how accommodation sector contributes to GDP.
Introduction to hospitality
 Hospitality industry has a broader category of field within service industry and this
includes lodging, event planning, theme park and transportation services (Chang, 2018
Putra, Cho and Liu, 2017).
 Travel and tourism is vast group of business that has main goal in terms to provide
necessary and desired commodities and service to travellers and customers.
 One of the largest and fastest growing sector of economy at present time.
Contribution of accommodation sector:
 This sector has contributed 8.8 percent of total employment opportunities and this is
sector that plays crucial role in development of tourism.
 Henceforth, this can be stated that Hospitality industry has provided more jobs
opportunities than any other industry.
 Also, accommodation service has totally contributed about £1 million to overall
hospitality industry.
Different types of accommodation services within hospitality sector.
These are outlined in below contexted manner as are-:

 Motels- This accommodation usually featured as one or two bedroom units. It is mainly
defined as roadside hotel that target the guest travelling by car.
 Hotel- This is defined as an establishment that offers paid accommodation on short term
basis. It is a place that offers paying services and also catering for customers who needs
accommodation for overnight.
 Hostels- This is defined as establishment that offers inexpensive food and
accommodation facilities for particular group of people such as workers, travellers and
students.
 Apartments- It is great option when an individual has to stay at a place for longer. They
can cook their meals, do their laundry and can have the all facilities of own space while
on holiday.
 Holiday parks and camp grounds- It provides sites for tents, caravans and many also
has simple cabins and backpackers lodges etc. Herein, individual has a choice to select
among powered and non-powered sites.
Size and contribution of GDP-:
 In the year 2014, UK Hospitality industry has contributed an estimated £57 billion to UK
GDP.
 Therefore, Tourism can be taken as major source of job creation as this directly employs
9 million individual or 6% of total employment in the European Union. Hospitality and tourism brought £73 billion to the economy.
Different business operation models-
 Low cost model- This is defined as business strategy in which organisation offers lower
cost services and product to attract high demand in market. It leads to result in increase in
market share (Vieytez, 2017). Airbnb business model- It is model that has multi sided marketplace that mainly
connects with travellers with host and experience providers. This is two sided online
platform that provide the facility as process of booking private living space to travellers.
Scale and scope of accommodation services-
 Luxury- This offers services that are very luxury in nature. It renders facilities as wake
up calls, security guard and news paper delivery etc. Henceforth, their main aim is to

offer full comfortable and decorated suits with attractive features as internet, min fridge
etc.
 Mid range- It is the hotel that provide services which are moderate and their
accommodation is comfortable, clean and inexpensive. Budgeted- It is define as service that offers the guest minimum service and this is
considered as budget friendly. This hotel has limited services and staff. They do not
provide any additional services such as Free Wi-Fi, phone calls etc.
Type of facilities in Hospitality sector-:
 Restaurant- It is the facility that offers good quality of food to guest. They render the
waiter services that takes better care of guest (Jenčková, 2017). Also, the services
provide under it as Buffet, self service etc.
 Valvet- This is considered as parking services and this offered to the guest some stores,
restaurant etc. Herein, customers finds their own space of parking and vehicle can also be
parked by an individual that represented as Valet.
 Concierge- It is considered as individual who has varied duties and also look over the
maintenance of hotel. Thus, their main responsibility to help guest with each thing they
required.
Define the forms of ownership apply to accommodation services with use of examples.
The ownership within the hotel accommodation is highly depends on complexities of
ownership structure within hospitality industry. Therefore, ownership of accommodation can be
categorised as managed, privately owned, operated and franchise model.
 In case of managed and franchised accommodation, the service quality expected to be of
the high standard.
 Leased and privately owned hotels are not suitable for guest as international as they are
not effectively organised potentially.
 Manager's hotel and franchise accommodation are perfectly organised and managed, thus,
staff also follow the stated guidelines to render proper services to customer to
international as well national guest.
 Leased ownership offers the quality of services that vary from place to place. Owner held
themselves responsible for the management of hotel and to render effective services to
the customers.

Discussion on grading and classification system.
 The grading system highly considered to be affecting the room booking system of
hospitality industry and the accommodation system is usually dependent on critical
operations of hotel.
 Hotel grading and classification aids to determine the standard and offering of hotel. In
addition to this, the grading and classification of hotels inform customer that how to
recognize the various aspects such as quality, differentiates at all the levels of facilities
etc.
Role of grading and classification system-:
 It is system that provides assurance to both local and international tourist that an
establishment has been accessed and approved by an independent their party.
 This offers the reliable indication as hotel is providing expected services and offerings.
 It is techniques that is assist the customer to find out the hotel as per the standard needs.
 This is very effective as this leads to have improved services and reliability within the
tourism industry.
Grading and classification system used in countries as-:
 This is star rating system that has mainly designed to measure out the quality of hotels. In
the Europe Hotels are generally rated on the basis of four star system.
 On the other hand, United states mainly uses the five star system to give rate to hotels.
 Henceforth, this has been found out that china is the only the country that has official
hotel rating system while some countries as UK, U.S have the non official rating system.
Assess the role played by online review sites such as Trip-advisor.
 In this digital era, online reviews have become crucial digital currency for hotel. From all
over the online review sites the Trip advisor taken as effectively regarded as number one.
 Henceforth, the number of review sites are taking placed and standing in hotel space.
Social media is also creating buzz in hospitality industry (Syai’dah, 2018).
 Role of online site is very critically significant in terms to customer decision-making as
this support in process of booking of accommodation and room in hotels.
 Online review sites can be considered as huge beneficial to business and also act as
massive detractor. This aids to influence the customer purchasing decision.

Description on the function of Front office with reference to three kinds of accommodation
provider.
The front office functions along with services as accommodation can affect the
operations of the hotels within the international arena (ÖZTÜRK, ERGÜN and KUTUKIZ,
2016). Therefore, the main aim is to attract the customer and to attract them on the global
platform. Function of front office are outlined as-:
 Receptionist- The main role plays by them is to greet the guest and to complete the all
process of registration. They plays vital role as they collect the all sensitive information
about clients prior assigning the room.
 Reservation- It is the authority that is accountable for receiving reservation with help of
means as email, fax, sales representative and many more. On the other hand, information
desk handles the guest room keys and also offers the information in terms to city, hotel
services etc.
 Concierge- They are providing the information to the guest such as dinner reservation
and this also offer the information that is mainly based on social and cultural events such
as shows, photos exhibition etc.
Roles and responsibilities
 Receptionist manager is accountable for answering the all queries of the customer and
to supervise them effectively. Thus, they must maintain the night records to room each
month.
 Front office managers are accountable for undertaking the final draft in relation to night
audit. They needs to undertake thing as to review the financial accounting at the guest
areas. To undertake the reservation system they are responsible to monitoring and
operating.
 Concierge supports to guest by performing the various task such as to make reservation
for restaurant, booking of hotels and to arrange spa services etc.
Skills and qualities-
 Receptionist must have effective skill as communication as they needs to interact with
customer in regular manner. They must have capability of multitasking as they need to do
more than one task at a time.

 Front office managers must have the skill to supervise the things effectively but they have
strong leadership skills and problem solving skills.
 Concierge must have the skill as active listening as they need to put the full attention to
what customers are saying. They must have ability as service orientation that aids to
actively look over the ways to assist people.
Analyse the key role of front office department in meeting organisational objectives.
Front office manager operation must be inclusive of components of business objectives
and mission that are required to be accomplished in long run (Badzri, Bakar and Clare, 2018).
Thus, the role of front office department needs to be monitored regularly as this issues proper
guide to the staff in terms to code of conduct that needed to be followed. Henceforth, they plat
the crucial role in helping and assisting customers to accomplish high level of customer
satisfaction.
Conclusion
Hence, it can be concluded that Front office staff plays crucial role accomplishing the
competitive advancement through enhancing customer satisfaction. They are considered to be the
faces of the department of hotels. Therefore, front desk employees works as to influence the
customer satisfaction with providing effective check in process.
PART B
Review the key roles of housekeeping department of chosen enterprise.
Each department in hotel has different role and employees have to perform their
responsibilities in effective manner in order to accomplish task successfully (Slåtten and
Mehmetoglu, 2015). Housekeeping department is responsible for managing guest items,
equipment’s. Whenever staff enters into the hotel then housekeepers ensure that items of luggage
of guests are kept safe in room and customers get all the required facilities in the hotel. This
helps them in satisfying consumers and making them loyal towards the brand. Scotsman hotel’s
housekeeping department ensure to supply required items to guests on it so that customers do not
face any kind of trouble in the hotel and feel amazing by getting satisfactory services here.
Housekeeping department has to play managerial role in Scotsman hotel as housekeepers
are responsible to manage shift and schedule in such manner so that each employee can handle
work effectively. There should not be any kind of workload on single person only (Role of
Housekeeping in Guest Satisfaction and Repeat Business, 2018).

Furthermore, this department also play supervisory role as housekeepers in Scotsman
hotel ensure that floor is clean and each guest is getting timely services. There should not be any
kind of dirty things in floor otherwise consumers may feel bad (Chang, 2018). This department
has to provide uniform and also have to maintain inventories so that work can be managed
properly and systematically. Supervisor of housekeeping department give training to all staff
members in Scotsman so that they can understand importance of their job role and can perform
well. It also has responsibility to control over entire activities so that chances of guest
dissatisfaction can be minimized.
Access the significance of forecasting line stock and other guest supplies to ensure sufficient
supply chain.
This is very important for the Scotsman hotel that to have close eye on forecasting line
stock, this can support firm in controlling over unnecessary expenditures and minimizing
wastage in the firm. If forecasting is done in advance, then entity can get to know future demand
and can make arrangement of all the stock that are required to meet demand (Putra, Cho and Liu,
2017). By this way customers will get timely services which will be better in raising their
satisfaction level to great extent.
Another beneficial aspect of forecasting line stock is that it supports in controlling over
expenses of business by this way hotel can purchase raw material according to future demand
hence wastage can be reduced which will help in raising net income of the organization. If there
is problem in forecasting, then entity may buy exceed material that means there will be bloated
inventory which will raise operational cost of firm (Vieytez, 2017).
Whereas if there is missing the element of forecasting or underestimating demand then
there will be high chances that consumers will not get satisfactory goods on time hence
dissatisfaction among them will be raised which will affect brand image of business. Hence it is
very important for Scotsman hotel that to forecast line stock so that inventory can be managed
and it can supply sufficient material to end users on time.
Illustrate the significance of interrelationships between housekeeping and other key department
with chosen enterprise.
Housekeeping and maintenance department both are crucial to undertake the activities of
hotel. Both are the department that are vital for growth of business and also achieve goals and
objectives in terms to improve the efforts of the business at the larger scale (Jenčková, 2017

Syai’dah, 2018). Housekeeping department mainly looks over to maintain cleanliness and
hygiene in hotel rooms. It is operational department that is responsible for undertaking the
function as cleanliness, maintenance and aesthetic upkeep of rooms etc.
On the other hand, maintenance department in the hotel looks over to keep system and
components used in the hospitality industry. However, these system are inclusive of general
building operations such as electrical, plumbing etc. Herein, maintenance managers holds the
vital role in terms to undertaking successful operating of hospitality property.
Facility department within hotel aids to bringing out better functioning within the
enterprise, thus, hotel facility manager is responsible for maintaining the upkeep of the hotels
and also ensures that guest are well accommodated during their stays. They needs to undertake
the functions as handle budgets, manage schedules and to carry out the functions that aids to
monitor staff performance ( ÖZTÜRK, ERGÜN and KUTUKIZ, 2016).
Determine the significance of scheduling maintenance to minimise disruption to guest.
Maintenance of the existing facilities and repairing of issues of any of the facility is one
of the major priorities to Hospitality chain. It support to maintain the comfort level to people and
also has positive impact as well on brand image of enterprise (Badzri, Bakar and Clare, 2018).
Therefore, this can be stated that each organisation should undertake scheduling maintenance
and repairing for the following reason as are-:
 It aids to have implication of the periodic maintenance of the policies within the
enterprise that eliminates the sudden system breakdown.
 This turns to assist to reduce or mitigate the extra cost in relation to repairing of broke
down facility on an emergency basis.
 It also aids to enhance the working lives of facilities that are already existed and less
amount of reserve fund needed to be maintained.
Discussion on the significance of security within chosen organisation.
This can be stated that security plays the crucial role within the hospitality industry. Thus,
to maintain the security the staff of the Hilton needs to look over the stated guidelines and this
must be followed to carry out effective working (ÖZTÜRK, ERGÜN and KUTUKIZ, 2016).
Thus, entities must provide key card access to guest that can led to reduce the chances of theft
and all other problems as assault etc.

Thus, staff of hotel must be skilled so that they can able run out business activities
effectively. Security managers of hotel needs to make the plan and polices that aids to make safe
and secure environment for guest. Thus, facilities must be given such as alarms, camera system,
fire safety tools etc.
Access the role of maintenance played within accommodation services.
Hotel productivity is largely dependent on the maintenance department and this take the
significant decision with perfect strategy to full-fill the needs. Hilton hotel managers needs to
take the all relevant steps that aids to keep regular monitoring on machinery and also helps to
reduce wastage. Maintenance department of the hotel work as per the set schedule in terms to
undertake smooth working of business.
Critically evaluation on significance of communication between housekeeping and facilities
department.
Communication plays the vital role between the housekeeping and facilities department.
Housekeeping department aids to maintain the cleanliness and facilities department directs the
guest to undertake the services that aids to bring better working within entity (ÖZTÜRK,
ERGÜN and KUTUKIZ, 2016). These both department are dependent on each other to carry out
better working within the enterprise.
CONCLUSION
From the above report it can be summarized that managing accommodation plays vital
role in carrying out better working within hospitality sector. Effective accommodation services
plays the crucial role in effective hospitality management practices.
Henceforth, report has outlined the types of accommodation services that avail within
quoted industry. Also, discussion has been conducted on role of front office department. Lastly,
role and responsibilities has been defined that bring effective facility and security to carry
accommodation services.

REFERENCES
Books and journals
Slåtten, T. and Mehmetoglu, M., 2015. The effects of transformational leadership and perceived
creativity on innovation behavior in the hospitality industry. Journal of Human Resources
in Hospitality & Tourism.14(2). pp.195-219.
Chang, S., 2018. Experience economy in hospitality and tourism: Gain and loss values for
service and experience. Tourism Management. 64. pp.55-63.
Putra, E.D., Cho, S. and Liu, J., 2017. Extrinsic and intrinsic motivation on work engagement in
the hospitality industry: Test of motivation crowding theory. Tourism and Hospitality
Research.17(2).pp.228-241.
Vieytez, E.J.R., 2017. Religious Diversity: accomodation for Social Cohesion. Gaps in the legal
protection of religious diversity: generic versus specific protection instruments. Deusto
Journal of Human Rights. (8). pp.13-26.
Jenčková, J., 2017. Implementation and regional development of hotel management systems by
accomodation facilities in the Czech Republic.
Syai’dah, N., 2018. A STUDY ON TEACHER STRATEGIES IN TEACHING ENGLISH AT
10th GRADE OF “HOTEL ACCOMODATION” DEPARTMENT AT STATE
VOCATIONAL HIGH SCHOOL 1 BATU (Doctoral dissertation, University of
Muhammadiyah Malang).
ÖZTÜRK, B., ERGÜN, E. and KUTUKIZ, D., 2016. A STUDY ON CRITERIA
CONSIDERED BY ACCOMODATION BUSINESSES ON TRAVEL AGENCY
CHOICE. Journal of International Social Research. 9(44).
Badzri, S.B., Bakar, A.K.B.A. and Clare, V., 2018, April. Challenges and Effective Strategy for
Managing Occupational Health and Industrial Hygiene at Onshore Remote
Environments of Garraf, Iraq Operation. In SPE International Conference and
Exhibition on Health, Safety, Security, Environment, and Social Responsibility. Society
of Petroleum Engineers.
Online
Role of Housekeeping in Guest Satisfaction and Repeat Business. 2018. [Online]. Available
through <https://hmhub.me/role-of-housekeeping-in-guest-satisfaction-and-repeat-
business/>
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