Managing Accommodation Services: An Analysis of Key Aspects

This report provides a comprehensive overview of managing accommodation services, focusing on the hospitality industry. It begins by examining the scale and size of accommodation services, differentiating between budget hotels, full-service properties, resort hotels, and luxury hotels, with Marriott International as a case study. The report then delves into various ownership models like leased, managed, and franchised ownership. It further analyzes the role of grading, classification systems (one-star to five-star), and online review sites (e.g., TripAdvisor) in influencing potential guests' decisions. The report also details front office functions, highlighting the importance of reservations, check-in/check-out processes, and guest relations, particularly within Marriott International's diverse range of properties. Finally, it explores the significance of maintenance and repair scheduling within accommodation services.

Managing Accommodation Services

Table of Contents

INTRODUCTION
Accommodation management is a service where establishments offers accommodation
and these are managed in proper manner. This reflects that such type of organisations are well
managed so that there are standards for cleanliness, maintenance, budgets which are effectively
implemented. The staff in well trained in proper manner. There is need for effective management
of accommodation in both private as well as public sector. These services are needed in
conference events, government home care, housing associations, hospitals, etc. The organisation
considered within this report is Marriott International. This hotel organisation was found by J.W.
Marriott and Alice sheets Marriott. This is one of the largest hotel organisation of the world. This
report includes Scale and size of accommodation services, Different forms of ownership role
grading, classification systems and online review sites of this organisation. This report also tells
about the front office functions, Key roles in the housekeeping department and Need of
scheduling maintenance or repair work. This report will help in increasing knowledge about
various aspects of managing services within hotel industry.
TASK 1
P1 Scale and size of accommodation services in hospitality industry
It is very important for hospitality industry to identify their size as well as scale of their
accommodation services (Common, Flynn and Mellon, 2016). This assist them to manage work
and activities in an appropriate manner for attainment of positive outcomes. They are described
below:
Budget hotels- It is defined as hotel which provide bed as well as breakfast along with
offering amenities and facilities to their guests and visitors. These types of hotels focus on catering
need of business traveller as they need place to sleep and not interested in losing their budget for
travelling. It provide limited services to their guests which does not have restaurant as they serve
breakfast only.
Full service properties- In this they offer different types of services that is included in
price. This cover cost which are occurred in food, bar, meal including breakfast, lunch, dinner, spa,
room service and others. Marriott Hotel provide full service to their guests where they required
more number of staff to assist their visitors with luxury facilities including Wi-Fi, television
connection and others.

Resort hotels- Such hotels are situated in mountains, hills, island, exotic locations which is
usually far from city area. These are large in size which provide different services to their guest and
visitors. It mainly offer sailing, golf, recreational facilities, hiking, sports such as tennis, swimming
and so on. The main aim of resorts hotel is to create memorable experience for their visitors so that
they would visit it again. There are many resorts who open on seasonable basis so that guests can
enjoy.
Basic service- This is defined as most needed or basic service which is required to each and
every visitors and guests (Lewis-Newby and et. al., 2015). It includes drink, food, lodging,
transportation, staff, housekeeping and others. The respective organisation should focus on
providing all basic service to people whenever they are coming to stay at their premises.
Luxury hotel – These are hotels which provide luxurious services. These are generally those hotels
which provide 5 star or 7 star services. They charge lot of money and these services are used by big
businessman or celebrities. They provide pool services, spa, buffet, gym, game courts, gardens,
banquet halls, etc.
Mid range hotel – These are those hotels that can be affordable by middle income people. These
provide the basic facilities of accommodation alongwith good food. These do not provide any
luxurious facility like personal assistance or game courts.
Budget hotel - These are cheapest hotels and they provide just basic facility of bedding and
washrooms. These are used by people who cannot afford expensive hotels.

Accommodation service chart
P2 Different forms of ownership of accommodation services
Accommodation services form a major part of the hospitality industry and is among the largest
contributors of employment. There are different kinds of ownership depending upon the type of
services the business offers. Some of the major forms of ownership that are available to the
accommodation services are explained below:
Leased Ownership- A lease can be defined as a contract wherein one party agrees to rent
a property that is owned by another party for a fixed duration of time (What are the Different
Types of Hotel Ownership?, 2012). A leased ownership is generally provided to a tenant for a
long duration of time. The party that rents the property pays rent to the owner of the property on
either a monthly or an annual basis depending on the agreement. Marriott owns many properties
that are on lease at many sites worldwide.
Managed or Private Ownership- In a Private Ownership, the owner has complete
freedom of making decisions of the employees. On the other hand, in a managed ownership a
hotel continues to be owned privately but the managing firm takes all the decisions that relate to
the day to day activities of the hotel and it charges royalties annually.
Franchised Ownership- A party that owns a franchise purchases a part of a big business in
which it uses the business's trademark, patent, logo etc. The business or person who purchases a

franchise has to pay an initial amount in return of which it can use the patent, trademark etc. There
are many businesses that have purchased the franchise of Marriott which has acted as an advantage
for it as the brand has expanded in various markets that were previously untapped.
P3 Discuss the role grading, classification systems and online review sites play when potential
guests look for and book accommodation
These three terms grading, classification system and online review are different from one
another. Here, grading means to identify how good or bad services has been provided by hotels.
Similarly, classification system means rating that is comprise of star and letter grading that includes
from 'A' to 'F'. This assist in rating services of respective sectors in terms of motels, hotels, resorts.
Also they can rate their food, value, cuisine, ambience, infrastructure, accommodation and others
(Perić, Đurkin and Wise, 2016). Moreover, customers can identify experience which can be superb,
excellent, satisfactory, good, bad, poor that assist people to make decisions before choosing place to
visit. Apart from this, different types of online review sites which assist to review ambience,
service, products, infrastructure. Some example includes Yelp, Facebook, Yellow Pages,
TripAdvisor. Therefore, grading, classification system and online review sites influence consumers
while doing booking in terms of providing positive and negative aspects. They are:
Influence of Grading
Positive- The grading assist to improve and enhance business brand value and goodwill at
marketplace. This ensure about consumers along with providing of service and quality by hotel
industry. Marriott Hotel has provided with 'AAA' grade by their consumers across nation on
experience gained by them at hotel.
Negative- In case of bad grading leads hotel to lose competitive advantages from market.
Types of grading classification of hotels
One Star
One Star hotel is a hotel which provide only basic accommodation like bed, bathroom,self service
meal, At one star hotel simply you have place to sleep. For Example:- Hotel ''Big Ben'' in London.
Two Star
Two Star hotel provide basic accommodation with some comfort. Two Star hotel take care of
hygiene, basic amenity and service. For Example:- Hotel ''King Cross St Pancras'' at Grays Inn
Road London.

Three Star - Three Star hotel mostly located near the airports, business area, their aim is providing
comfort and stand on the guest expectations. For Example:- Hotel ''Hyatt Regency'' near Los
Angeles International Airport
Four Star - Four Star hotel provide good range of facilities with high quality service. These hotel
provide facility of gym, swimming pools etc. Four Star hotel mostly located near city centres. For
Example:- ''The Alpha Suites'' situated in Manila.
Five Star
Five Star hotel comes under luxurious hotel in which quality services are provided to customers.
This include Beautiful location, Leisure & Spa. For Example:- Hotel '' Fairmont The Norfolk'' at
Harry Thuku Rd, Kenya.
Online review sites plays an effective role while potential guests look for and book
accommodation which provide full description to them related with their services, quality, facilities,
products and many more. This helps them in making better plan and avail services of that particular
hotel. In context of Marriott Hotel, it has good review sites which are posted by TripAdvisor
regarding their facilities, review of happy customers and others. This assist in increasing level of
loyalty of consumers towards hotel.
Influence of Classification systems
Positive- Classification assist in rating specified hotel on basis of their experience,
services, value for money, accommodation that are given to consumers (Tussyadiah, 2016). It
lead user in getting overall idea of establishment.
Negative- The consumer sometimes make fake or false classification that leads to impact
business in negative manner. It is difficult to find that person who has posted wrong information.
Influence of Online reviews
Positive- People believe more in online review that assist in enhancement of likeness of
consumers to make plan and avail services of that particular hotels. This leads to build trust
about hotel among consumers and increase reputation of business.
Negative- In case of negative review leads users in confusion to make decision about
availing services. This can decline image and reputation of business from marketplace.
According to the review given by Robert of West Kelowna, BC for Marriott Hotel, he was
served with great breakfast with their highly courteous staff in appropriate manner. The room was

very comfortable. It was situated near to good shopping center which has easy access to highway.
Also he saw that many rooms were booked at that time when he entered hotel (Marriott Hotels
Reviews, 2020). He was provided with each and every facilities such as Wi-Fi, television, clean
room and others.
TASK 2
P4 Explain the organisation of front office functions within variety of accommodation services
Front office is one of the most important function of hospitality organisation. This
includes person who has to face each and every guest coming to the hotel. The main role of front
office is to provide assistance in regard to receiving payment, food and beverage, etc. In context
of Marriott International, it is concluded that they have to do various functions like creating
reservations, helping guests for in checking in and checking out, taking acre of guests and
enquiring different problems and cases of guests and clients (Del Río-Rama, and Et. Al. 2017).
The major functions of a front office in context of Marriott International is mentioned below -
 Hotels – This is known as prime function of front desk management. The person who is
sitting in front desk is responsible for interacting with clients and visitors. He has to answer
various questions and queries related to customers or guests. The front office has to
manage function of taking care of all reservations, enquiry as well as accommodation
provided to customers. This front desk manager has to work as telephone operator, cashier
etc. They have to greet different people coming to the hotel.
 Resorts – This is luxurious facility provided to the customers in Marriott. These are
generally build near various attractive locations such as beaches, mountains, seashores,
historic areas etc (Burke, 2017). There are few resorts of Marriott that are operated by this
organisation on seasonal basis. The housekeeping department of resort has to take care of
different functions such as cleanliness of rooms, back area, public area and other
surroundings. They have to ensure that trash has been disposed and hotel premises are
clean.
 Budget hotels – A budget hotel is involved in providing customers and clients with all
necessary needs and facilities. It is essential for any hotel to provide all the important
amenities and facilities that are needed for staying away from home in hotel.

P5 Roles of front office in selected organisation
A Front office manager is known as senior individual within office surrounding and he is
the person who is accountable for maintaining a professional work environment, administrative
support and staff supervision. They have number of responsibilities which have to be done
accurately and effectively. The front desk managers have to use different skills for successfully
performing their duties (Sundar, 2017). Some of the skills are having thorough knowledge of the
organisation and understanding the employees working in office. The front desk managers have
to handle projects and document the progress of these tasks. For accomplishing the goals and
objectives, a front office manager needs exceptional written as well as oral communication skills.
Job Description
Job Description for Front Office Manager
Company Marriott International
Designation Front Office Manager
Key roles and
responsibilities
 Processes all guest check inns by confirming reservations, check inns,
verification of guest identity, assigning of rooms, issuing of room
keys
 Setting up accurate accounts for every guest as per their demands and
requirements
 Entering Marriott Rewards information and ensuring rates match
market codes, securing payments prior to issuing of room keys,
compiling and reviewing daily reports, contingency lists and logs.
 Count and secure bank at beginning and end of shifts and obtain
manual authorisations and follow all accounting procedures
 Assisting management in evaluating, training, motivating, counselling
and coaching staff and employees
 another responsibility is to have good communication skill as this
person has to speak using clear and professional language
 Entering and locating information using computers/POS systems and
perform other reasonable job duties which are requested by
supervisors.

 Must have good presence of mind and proactive so that he is able to
greet and welcome every guest with pleasant manner.
Reservation Manager - Reservation Managers are the managers who are helpful in promoting
and booking various services and products of the accommodation service. They do their business
in the form of being travel agencies, operators, hotel chains, etc.
Reception Manager – This manager is involved in providing good greet to all visitors and
maintaining the reception area.
Guest services Manager - Guest Services Managers are those who are involved in managing and
preparing the front office jobs and responsibilities.
Night Audit Manager - A night auditor is defined as the manager who is involved in assisting
different customers and clients who visit hotel. The night auditor manager has the responsibility
of handling requests of customers and clients.
Head Concierge – This manager has the responsibility of concierge supervising of both guest
services attendants and concierges.
TASK 3
P6 Key roles in the housekeeping department
Housekeeping department is referred to as the management duties and a routine task that
are involved in the running of a household work. In context to Marriott Hotel, it is the basic
concept which considered as maintaining a domestic cleanliness to the high standards of living at
the commercial levels (Park, Kim, and Choo, 2017). It includes dusting, vacuum and sweeping
doormats and many more. In context to Marriott Hotel.
Importance of Housekeeping
Housekeeping manager has the responsibilities of the employees to make sure for the
cleanliness of the hotel rooms and lobbies. The supervisor motivates her employees for the
opinions of the other departments. It also helps in the training to new employees for becoming
them professional.
Duties and Responsibilities - The supervisor has to maintain the cleanliness of the hotel,
by assigning the various tasks and ensure about hotel rooms and lobbies. The main role of the
supervisor's is to maintain the hotel reputation. It takes the responsibility about the completing
the defined task of the employees.

Solution of the problem - In large hotels, employees work together in a team that
consists of the proper quality. If in case any of the staff is sick, then the supervisor has to assign
another employee immediately for the completion of the work.
General Manager - General manager has the responsibility for attaining the large number
of tasks together and they also provides the hiring of the new employees (Curry, 2019). A
general manager decides the rates of the rooms according to the special occasions for a particular
date.
Maintenance - The maintenance person will make sure that the work done is in proper
order or not. They have daily based tasks which involves removing waste, changing lights , air
conditioning etc.
Inspections of the Team - The supervisor check their staff members that they work
professionally and efficiently in a team members. There are the weekly or monthly inspections
by the supervisor or general manager that the room's are properly cleaned and sanitised.
P7 Importance of forecasting linen stock and other guest supplies for meeting demand
Linen stock can be defined as the standard amount of linen catalogue that is required in
order to ensure that the hotel operations run smoothly. Whereas guest supplies include furniture like
bed, table, chairs, dressing table, centre table etc., bedding which includes bed sheets, mattress,
quilt, bed cover etc. It is important for hotels to forecast these to ensure that there is no shortage and
the demand of the guests is met and they are satisfied. Proper utilisation of capital is necessary for
ensuring smooth operations of the company. If there is improper investment in the capital then it
may lead to loss in hotel operation. By using par stock there are chances of reducing unexpected
cost incur. Using these, investor is able to make correct investment of capital. Surplus stocking
or storage of inventory can lead to operational activity by creation of damaged products. This
over supply lead staff and employees of hotel to misuse hotel linen and uniform that is a spoilage
for hotel investment. The par stock of hotel equipment can result as an effective tool for saving
the spoilage and preventing over supply and accumulating right amount of storage of inventory
(Wang, and Et. al. , 2016). Par stock is helpful in making guest room well equipped because it is
applied for measuring right amount of hotel supplies. If the guest rooms are well equipped then it
is ready to guests for sale. Rooms are not sold if they are dirty or incomplete. When customers
check out room, there is need of reorganising the work in order to sell that room. If there is

limited supply for hotel then it is helpful for making guest room ready. Hotel staff has to wear
uniform for keeping image in front of others. Par stock is helpful for executive housekeeper for
making best possible use of hotel budgeting. It is easy to estimate required amount of hotel
linens and uniforms for a specific year by adopting par stock method. The linen keeper has to
keep control on numbers which are issued every day on the basis of operational purpose. The
linen keeper provides hotel supplies and track laundry for additional washing cycles. It is helpful
for linen keeper in order to recon or detecting deficiencies in hotel supply and performs their
duties effectively. In order to uphold the investment of owner in hotel inventory like linen or
uniforms, there are several audits performed by Hotels. The auditors of Marriott International
tally the par stock for knowing how much linen in needed. If there is proper synchronisation
between supply and demand, it is useful for the organisation and customers will not be in any
trouble.
P8 Importance of interrelationships between housekeeping and other departments of the
organisation
Within a hotel organisation, there are various departments working together for attaining
specific goals and objectives. These departments are working together for attaining specific tasks or
activities involved in providing good services to customers. There is need of having effective
relations between housekeeping department and other department for fulfilling the requirements of
customers and guests. The interrelationship between the housekeeping and other key departments
within Marriott International are explained below -
 Housekeeping and Maintenance Department – Housekeeping department and
maintenance departments has good relations in Marriott for completing work in effective
manner. The maintenance department of Marriott is involved in involved in taking care of
electricity appliances, TV's, equipments. Cutleries, machines, etc. which are used by
Marriott employees for providing good services. On the other hand, housekeeping
department has the responsibility for cleaning the premises and hotel rooms of hotel.
 Housekeeping and Security Department – The housekeeping department also coordinates
with the security department. The main aim of security department is to take care that all
customers are safe and secure while staying in hotel (Waterfield, and Whelan, 2017).
When cleaning is done in hotel rooms after the guests have left, there are some cases in