HND Hospitality: Managing Accommodation Services Report (LO 3 & 4)

This report examines the management of accommodation services, using the Intercontinental Hotel as a case study. It explores the key roles within the housekeeping department, emphasizing the importance of forecasting linen stock and other guest supplies to meet demand. The report also highlights the significance of interrelationships between housekeeping and other key departments such as food and beverage, purchasing, and human resources. Furthermore, it analyzes the importance of scheduling maintenance and repair work to minimize disruptions to guests and discusses the critical role of security in ensuring a safe and comfortable environment for guests. The report concludes by summarizing the key findings and emphasizes the interconnectedness of these elements in providing a positive guest experience.

Managing
Accommodation
Services
(LO 3 & 4)

Table of Contents
INTRODUCTION...........................................................................................................................1
TASK 3............................................................................................................................................1
P6 Review the key roles found within the housekeeping department in a selected organisation
................................................................................................................................................1
Covered in PPT.......................................................................................................................1
P7 Assess the importance of forecasting linen stock and other guest supplies to ensure
sufficient supply to meet demand...........................................................................................1
P8 Importance of interrelationships between housekeeping and other key departments.......2
TASK 4............................................................................................................................................3
P9 Examine the importance of scheduling maintenance or repair work to minimise disruption
to guests..................................................................................................................................3
P10 Discuss the importance of security within a selected organisation ................................3
CONCLUSION................................................................................................................................4
REFERENCES................................................................................................................................5

INTRODUCTION
Managing accommodation is very necessary for the hospitality sector in order to provide
satisfaction to the customers as well as for gaining the loyalty of the consumers. The taken firm
in this assignment report is the Intercontinental hotels which is a UK based hospitality business
providing accommodation services to the consumers. This report will discuss the importance of
forecasting linen stock and other guest supplies to balancing the supply and demand along with
the exploration of the role facilities and security plays in accommodation services.
TASK 3
P6 Review the key roles found within the housekeeping department in a selected organisation
Covered in PPT.
P7 Assess the importance of forecasting linen stock and other guest supplies to ensure sufficient
supply to meet demand
Preparing guest room and other places for guests is the main duty of housekeeping staff
for ensuring the comfort of guests. For this purpose, the staff of housekeeping keeps some things or
supplies in the rooms and bathrooms of guests. Some of these supplies along with their importance
is given below:
Guest supplies Importance
Bedding and Bedside Supplies These are necessary so that the customer can sleep properly. It
includes bedsheets, mattress, bed cover, pillows etc. along
with the non-slip mats on one side of bed. Also list of
important numbers along with a phone must be provided to
the customers.
Hospitality Tray This tray has several compartments in which tea, coffee,
creamer, sugar etc. is provided to consumers. Some of the
hotel also provides black and white pepper powder, and salt.
Through these, the guest can prepare their own beverages.
Bathroom attachments In this, shower, handheld shower attachments, bath tub with
hot-cold water mixer etc. are provided at the bath place. Some
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other things such as toilet paper, soap dispenser, towel holder,
etc. are provided so that the consumers can bath easily without
any problem.
Linen Stock In this, a pair of linen is kept in the rooms of hotels for the
guests according to their needs and demands.
Vanity Tray In this tray some water bottles of gel, shampoo and hair
conditioner is provided to the customers for their bathing
purpose. Also shower cap, cream, moisturiser etc. are
provided for after bath.
These supplies must be provided by analysing or forecasting the future demand. Through
the forecasting, the management of the hotel can keep proper stock of linen and guests supplies
for ensuring that the hotel is not running out of these in case of heavy demand from consumers
(Rose, 2014). If these services are provided in a proper manner, then customer satisfaction of
guest can be ensured.
P8 Importance of interrelationships between housekeeping and other key departments
There are several departments within the Intercontinental hotel which works for the
betterment of the organisation. Housekeeping is also a important and challenging department
which covers the various tasks. This department is responsible for cleaning around 15 rooms per
shift. This department has several roles such as preparing beds, cleaning a room, etc. The
interrelation between the housekeeping and other departments are discussed below:
Housekeeping and food and beverage department: The banquet, restaurant and other
F/B outlets needs to be cleaned properly and also to have clean napkins, tablecloths etc. on the
tables. The staff members also needs to wear the clean uniform on regular basis. Through the
coordination between housekeeping and food and beverages department, housekeeping
department can determine the required linen and uniforms. Interrelationship between both
departments is necessary for providing the services in an effective manner.
Housekeeping and purchase department: The work of purchasing department is to
secure the out of stock products such as cleaning material, stationary, guest supplies, cleaning
agents etc. The purchase department provide their help to housekeeping department for
purchasing such products (Wirtz and Lovelock, 2016). With the help of purchasing department,
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the housekeeping department can determine the required number of products which must be
purchased.
House keeping with HRM: HRM is responsible for maintaining the human resources in
an organisation. It is necessary for housekeeping department of Intercontinental hotel to
coordinate with the HR department for hiring new and talented employees. Through these new
employees, the housekeeping department can provide effective services to the customers. Also
this department can provide training to employees. HR department also manage the performance
review.
TASK 4
P9 Examine the importance of scheduling maintenance or repair work to minimise disruption to
guests
The infrastructure and maintenance system is the first thing noticed by the guests while
visiting any hotel. The maintenance services are required for attracting the visitors as well as to
enhance their satisfaction. The management of Intercontinental hotel needs to make guest their
priority and also needs to make proper arrangement for them to stay (Common and et. al., 2016).
Maintenance is necessary for keeping the interior of hotel and its rooms in better condition.
Customers like to prefer the hotel which has to repair work or are fully equipped with facilities.
Some of the maintenance and repair work are given below:
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Illustration 1: Mind map

 Carpentry and furniture maintenance: Through this, the Intercontinental hotel can
maintain their furniture, bed, chair, tables etc. in proper condition so that the consumers
get attracted towards the hotel for enhancing their satisfaction.
 Plumbing and electrical systems: These are two important system which assist the
Intercontinental hotel in maintaining the safety and hygiene of the customers. Through
these systems, the hotel can manage the pests, and pollution which can enter in hotel
through the pipes. The management needs to regularly inspect the pipes and electric
system for avoiding any problem or accident.
P10 Discuss the importance of security within a selected organisation
Intercontinental hotel is a world known hotel chain who is providing a wide range of
hospitality services to their customers. It is very essential for this hotel to retain their customers
along with the loyalty (Dei Mensah and Mensah, 2013). The customers needs safe and healthy
environment while visiting any hotel which must be provided by the management of taken hotel.
A large number of customers stays in hotel due to which it is necessary for hotel to maintain the
safety of these guests. There are mainly two types of security aspects which must be considered
by the hotel which are discussed below: Physical aspects: These are the external environment of the hotel such as lighing,
ambience, fragrance, proper floors, fences around the area, theft control, fire, security at
gate etc. which are contributes to the security. CCTV cameras are necessary for getting
the evidences in case of any thing bad happens.
 Safety and security of a person: The organisations needs to ensure that the hotel has the
required safety and security for guests. Hotel can use the biometric system locks for
ensuring that the unknown people won't get the entry in campus. Also lockers can be
provided to the staff for ensuring the safety of their things. Other facilities includes
CCTV cameras, fire alarms, smart card locking systems etc.
CONCLUSION
It has been concluded from the above report that the front office area is called reception
which resolves the queries of the consumers. Also, the roles and their interrelationship of
housekeeping with other departments in the hotel is discussed in report. Also the management
needs to provide the security to the guests while they are staying in the hotel.
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REFERENCES
Books and Journals
Chiu, C.Y., and et. al., 2013. State vocational rehabilitation services and employment in multiple
sclerosis. Multiple Sclerosis Journal. 19(12). pp.1655-1664.
Brunner-Sperdin and et. al., 2012. It is all about the emotional state: Managing tourists’
experiences. International Journal of Hospitality Management. 31(1). pp.23-30.
Buhalis, D. and Amaranggana, A., 2015. Smart tourism destinations enhancing tourism
experience through personalisation of services. In Information and communication
technologies in tourism 2015 (pp. 377-389). Springer, Cham
Jamieson, J. and Jamieson, C., 2014. Managing Asperger syndrome at college and university: A
resource for students, tutors and support services. Routledge.
Online:
UK Hotel Market Statistics. 2018. [Online]. Available through:
<https://www.ons.gov.uk/aboutus/transparencyandgovernance/freedomofinformationfoi
/ukhotelmarket>.
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