HND Managing Accommodation Services: Report on Services

This report delves into the realm of managing accommodation services, exploring various facets of the hospitality industry. It begins with an overview of accommodation services, their scale, and size within the UK and globally, comparing hotel numbers across different countries and capital cities, and categorizing them by star ratings. The report then examines different forms of ownership available to accommodation services, detailing the advantages and disadvantages of each, including sole traders, limited companies, and various partnership types. Furthermore, it analyzes the different purchase methods used in the industry, such as cash purchases, bank loans, and franchise models. The report also explores the role of grading and classification systems, along with online review sites, in shaping customer perceptions and choices. It highlights the importance of essential, basic, and luxury amenities. The organization of front office functions is discussed, differentiating between hotels, bed and breakfasts, and hostels. Key roles within the front office department are outlined, including the front office manager and guest service manager, emphasizing their impact on hotel operations and customer satisfaction. The conclusion underscores the importance of interdepartmental relationships, particularly between housekeeping, security, and food service, and the significance of efficient floor supervisors. The report references relevant academic sources to support its findings.

MANAGING ACCOMMODATION
SERVICES
LEARNING OUTCOMES 1 AND 2

INTRODUCTION
■ Accommodation services are the integral part of hospitality industry which is managed by the
implication of number of considerations. Its management require ample amount of assessments
and functions related to different departments of hotels.
■ The presentation will undertake hotel Thornbury to cover its descriptions. Selected hotel is a 3
starer accommodation service.
■ It will cover the graphical presentation related to scale and size of accommodation services
within specific services. It will also include description to purchase methods and different forms
of ownership within accommodation services.
■ It will cover key roles within front office and housekeeping department persist within a hotel.
■ It will present the role of grading, classifications systems and online review sites for hotels. It
will also include the importance of interrelationships between housekeeping and other key
departments.

LO1
P1 Scale and size of accommodation services found within hospitality industry
■ Number of hotels in the UK/London/Manchester compared to other major countries
COUNTRIES Number of hotels
UK 60, 000
CHINA 15, 000
BRAZIL 12, 000
AUSTRALIA 45, 000

Contd..
■ Number of hotels in London compared with other capital cities
CITIES Number of hotels
CANBERRA 11, 250
BEIJING 8000
BERLIN 3000
PARIS 9500

Contd..
■ Quantity of one, two, three, four and five star hotels in the UK
Number of hotels
1 Star hotel 2525
2 star hotel 6759
3 star hotel 7852
4 star hotel 4583
5 star hotel 1645

Contd..
■ Quantity of one, two, three, four and five star hotels in London
Number of hotels
1 Star hotel 225
2 star hotel 382
3 star hotel 293
4 star hotel 153
5 star hotel 178

P2 Different forms of ownership available to accommodation
services
TYPE OF OWNERSHIP DESCRIPTION ADVANTAGES DISADVANTAGES
Sole Trader This ownership inhibits single body or individual for
managing and establishing business.
This business do not require higher amount of
working capitals for establishment (Yang and
Meyer, 2018). Such ownership has the least
dependency on partners.
It has the least capabilities to take risks arises
within market or business environment.
Limited Company It has limited and specific number of partners. It inhibits low risks of conflicts and alterations
can be easily performed.
It has limited capitals and has lack of sources
for future arrangements.
Ordinary Business
Partnership
In such ownership, profit sharing ratio is normally
distributed with more than two to three partners.
It does not have dependency on general
business legal entities and laws.
Amount of profits are shared equally and do not
vary with the competencies of partners.
Limited Partnership It includes the partnership of not more than two
partners in conducting business activities.
Profit will be divided with two partners only. It has poor monitoring towards each of its
partners and thus instigate conflicts.
Limited Liability Partnership In such ownership, the partners are not liable to pay
each others debts.
Such ownership inhibits easy monitoring and
controlling related to cash transaction.
The partners are liable to pay a specific amount
of portion for within their share. Loss of
business may impact their interests within
bsuiness.
Unincorporated Association Such ownership do not have a formalized structure for
business activities.
High amount of ideas can be generated and used
within such ownership (Popely, 2018). Owners
can equally contribute for business success.
Low accuracy within decision-making process
persist in such type of ownership due to
unformal structure.

TYPES OF PURCHASE METHOD
PURCHASE METHOD ADVANTAGE DISADVANTAGE
Cash Purchase Cash can be easily managed and payment can be done
immediately.
It required special bookkeeping systems to manage and regulate
the transactions.
Bank Loan One of the advantages of bank loan is high amount of money
can be easily arranged with it.
Lack of arrangements related to installations may increase the
risks to personal assets (Presenza, Messeni Petruzzelli, and
Natalicchio, 2019). Banks may imply high interest rates on
capitals.
Family Loan It is one of the most easy purchase method that require less
amount of documentation and validation.
This method may hampers the relationship among involved
parties, if the recipient could not able to arrange amount on time.
Joint Purchase From a joint purchase method, an individual may arrange
desired resources or capitals with ease.
It may have an impact on the ownership and results in sharing
ownership (Kafley and Mojumder, 2018). Such instances,
dissolve right of principal owner and increase conflict.
Franchise This purchase method extend the level of partnership and
provide variant growth opportunities to business.
Due to cultural disparities it is difficult assess the nature of
franchisee.
Re mortgage own home Through this purchase method, desired amount of capitals can
be arranged instantly.
It inhibits high risk of loosing one's own property if returns are
not accumulated timely.

P3 Role of grading, classifications systems and online review sites
■ Grading systems for hotel provide it a positive image to the hotel within
markets. There are number of grading systems designed for hotels that
have significant impact on customers.
■ For a five star graded hotel, tourists or guest expected an advanced
segment of services.
■ Similarly online review sites also provide high informative data to
customers or guests to choose a particular hotel for stay.
■ All these systems evaluate overall services and level of quality
compliance to visitors.

Contd..
Essentials Availability of Bed, Fan, Pillow, Hand washes are essential items that must be provided by every
accommodation service providers.
Basics Water bottle, Telephone or alarm system, AC, general Toiletries etc. are some basic items that are provided
by every hotel, motel or other accommodation.
Nice to have Extra pillow covers, welcome drinks or beverages, baby sitting facilities are some nice to have services
that satisfy customers to the fullest.
Luxury Sound systems, availability of laptops or PCs, spa and swimming area within room, provisions of cocktails
and mock tail are some luxurious items.
Hyper luxury Golf court, play room for adults, bars, automated temperature control within swimming pools, provision
for horse riding and similar amusement services are some hyper luxury services provided by Five Starer or
luxurious hotels.

LO 2
P4 Organisation of front office functions within a variety of
accommodation services
■ There are variety of accommodation services that vary with sizes, locations and functions followed
within it. These accommodation services are designed according to the need of guests or
customers (Yilmaz, 2018). Front office functions within each of the accommodation are generally
common but differs in number of personnel performing that particular service.
Accommodation
services
FUNCTIONS OF FRONT OFFICE
Help desks Reservations
Hotels Separate counter which is operated by significant
personnels recruited or selected specially for
maintaining help desk activities.
Reservation within large hotel is conducted by proper
systematic methods and software.
Bed and Breakfast A separate help desk is not generally provided but
have two three staff members for providing help
services.
Reservations can be done manually as well as
software with the help of not more than two to three
persons.
Hostels It is maintained by fewer number of people and do
not a separate help desk.
Reservation are normally done manually by single
personnel.

P5 Key roles within front office department for selected
organisation
Front office department of hotels performs various tasks that directly influence image
of hotel. This department need to be attentive, prompt and active to regulate
customers centric activities. There are number of significant roles that are performed
within front office of Thornbury Castle Hotel of London,
Front Office Manager
Manager of front office of selected hotel is responsible to manage overall operations
from managing customers to staff. The individual need to deliberate major
information and alterations take place within hotel.
Guests Service Manager
The personnel is responsible to adhere his operations and activities with respect to
the need of customers or guests. Delivering and fulfilling additional demands of
customers, solving and addressing their grievances is the major role played by guests
service manager of Thornbury hotel.