Nelson College London: Accommodation Industry Report - Module 7

This report provides an overview of the accommodation industry, exploring various accommodation services and their significance. It delves into the roles of different departments within a hotel, using Holiday Inn as a case study. The report highlights the crucial functions of the front office and the housekeeping department, emphasizing their contributions to customer satisfaction and effective service delivery. Furthermore, it examines the roles played by facilities and security in ensuring a positive guest experience. The importance of communication between departments, maintenance, and security measures are also discussed, offering a comprehensive understanding of the accommodation industry's operational aspects. The report concludes by summarizing the key findings and emphasizing the industry's growth and evolution.

The Accommodation
Industry

Contents
INTRODUCTION.......................................................................................................................................2
LO 1............................................................................................................................................................3
Various accommodation services available.............................................................................................3
LO 2............................................................................................................................................................3
Front office department role in accommodation services........................................................................3
LO 3............................................................................................................................................................3
For providing the more effective services which is the contribution of housekeeping department..........3
LO 4............................................................................................................................................................5
In the accommodation services, the roles played by facilities and security.............................................5
CONCLUSION...........................................................................................................................................6
REFERENCES............................................................................................................................................7

INTRODUCTION
The accommodation industry is a part of hospitality industry. It is a broad category which
includes many fields like luxury, hotels, cafes and restaurants, drinks and services, traveling, and
also tourism. The growth of accommodation industry is growing with the increase in the travel
and tourism of more and more people. There are many types of accommodation services
available which an individual can avail according to the needs and capacity. The industry gives a
major contribution to the growth of some nation’s economy. For reference purpose this file has
taken an example of a company, Holiday Inn (Batnitzky, A. and McDowell, L., 2013). Holiday
Inn is a British multinational hotel chain; it is grown as a world’s largest chains of hotel with
1173 active hotels and around 214000 rentable rooms (according to a 2018 report). It has it’s
headquarter in Denham, Buckinghamshire.
This report demonstrates an understanding of accommodation industries and their size,
scope and types. This report also talks about the role of front office department within
accommodation services. The role and contribution of housekeeping department is very much
essential, their contribution is taken under account in this report. Apart from this the role play by
security department is also been discussed here.
LO 1
Various accommodation services available
Covered into PPT
LO 2
Front office department role in accommodation services
Cover into PPT
LO 3
For providing the more effective services which is the contribution of housekeeping department.
The housekeeping department in a hotel plays a very crucial role. The aim of this
department is to provide the customers with clean, comfortable, attractive and welcoming
surrounding which should create value for the money the customers have given. Cleanness sends
a strong message to the customers. If the customers find any sort of dirt or untidiness into their
room or premises their satisfaction level gets low automatically. As in the case with Holiday inn
hotel the role or contribution of housekeeping department which helps the hotel in providing
effective accommodation services are as follows:

Care and comfort: The role of the household department to take a good care of guest rooms
along with the needs of the guests. There are chances that a particular room gets occupied
regularly again and again (Hamzah, Karim, Camillo and Holt, 2015). Therefore it is the duty of
housekeeping department to make the room ready and available when they gets empty for the
very next customers. The same applies with Housekeeping department of Holiday inn hotels, as
the hotel has the largest chain the rush in these must be very high. Therefore, it the mere duty
and responsibility to housekeeping department to make the rooms clean and available. Clean
room is the sign of customer satisfaction.
Establishment of welcoming atmosphere: The housekeeping department is responsible for
welcoming the guests. They welcome the guest by taking a good care of customers, by satisfying
their needs and performing the cleanness activity. They are very courteous and reliable from the
other staff of the department. Holiday Inn hotels come into the category of luxury hotel chain,
the hotel staff and services are so good that their services and comfort level considered best
among other hotels. The housekeeping staff handles the need of every customer from cleaning
the room to taking their bags into the rooms. The housekeeping department is responsible for
their customer’s satisfaction right from their check inn to their check outs. That’s how they
contribute effectively to the performance of hotel.
Maintaining inventory: The job of the housekeeping department is to provide linen in the
restaurants, bars, rooms, conference halls, spa and so on, and as well as maintaining the
inventory for the same (Jayawardena, and et. al., 2013). The Holiday Inn hotels housekeeping
department is also in charge of linen of the services which are provided by the hotels like spa,
gyms, conference halls, bars and so on and making the inventory available into these places at
the right time also comes under the job of housekeeping department. The housekeeping
department helps the hotel in bringing the alignment between the things; this brings effectiveness
into the performance of the hotel.
Laundries services: The housekeeping departments is also responsible for cleaning of the
uniforms and other clothes such as bed sheets, curtains, pillow covers, towels and so forth and
again restore them at their respective places. Same applies with the housekeeping department of
Holiday inn hotel, the department take care the laundry and iron business. They wash the clothes
of hotel as well as of customers if they tell them so. They also replace the dirty towel with the
fresh one. They iron the clothes which have come after laundry. This also keeps the cleanness in
into the appearance in staff looks.
Decoration work: Every hotel puts some sort of decoration into the premises. The decoration
can be due to any festival or any event. The responsibility for the decoration is upon the
shoulders of housekeeping department. Holiday inn hotel has spread into many location and
country across the world. And there are many festivals and events held in different country
according to their culture. The hotel puts the decoration according to the festival or event which
is prevailing into country in which the hotel is located. For example the hotel will put the

Christmas tree and Santa at the time of Christmas Eve (Konovalova and Vidishcheva, 2013).
Similarly, the hotel will put different decoration at the time of Easter, Thanks giving and so on.
Therefore for this decoration it is the duty of housekeeping to look out for it. They make the
necessary arrangements and put up the decorations.
Apart from this every hotel needs linens like bed sheets, napkins, towels and etc in each room
and maintaining the proper inventory of these things are very essentials. For proper management
for linen stock, forecast need to be done.
The importance for forecast in linen stock can be as:
Helps in maintaining the hygiene level: The forecasting helps the holiday inn hotel in
maintaining the hygiene level in the rooms. When the hotel room maintains a level of hygiene
the guests feel more comfortable and nice. They feel a sense of hygiene and good environment
into the hotel.
Meeting the actual demand: This forecast also helps the hotel in meeting the demands of the
customers. The demand of linen stocks very much frequent by the guests, so the hotel needs to
have the required stocks for towels, bed sheets, napkins and etc. They fulfill the time utility by
providing the products at time to the guests.
The relationship between the housekeeping and other departments
With maintenance department: The housekeeping department works closely with
maintenance department. The coordination between the departments is usually for eliminating
the risks for thefts and fire. There a lot or risk involved with the things of guests and the
housekeeping and maintenance department work closely so that their stuff can be safe and secure
into the hotel. It is the mere duty of the hotel to generate trust among the guests and ensure the
safety.
With human resource department: The housekeeping department also works closely
with the human resource department as they tell them the needs for housekeeping staff and the
skills which needs to have in the employee. The human resource department then starts the
recruitment and selection program and attains the required number of staff for the housekeeping
department.
LO 4
In the accommodation services, the roles played by facilities and security.
Evaluation of the importance of communication between the housekeeping and other
Departments.

The housekeeping department needs to communicate with all other departments to:
Acknowledge the other staff members about the inventory level they have and might be needing
in the future (Kumar, 2015).
 They also tells the kitchen department about the number of employees which will be
coming into the dining hall.
 They also play a communication medium between the customers and the laundry
department as they passes the instructions of guests which they have provided regarding
the washing of their clothes.
 Housing department also work very close with front office. The front office hand over the
guests responsibility to housing department staff.
For minimizing the disruption for guests, the importance of repairing and maintenance.
Maintaining a hotel is a big responsibility as they demand a lot of maintenance work. As
the hotels are very huge, the problem for repair occurs very often. Any damages in to the room
lower the satisfaction of the customers (Kwon, Bae and Blum, 2013). The hotel is responsible to
make these repairs done before the check inn of customers or guests into the room. The hotel
should try its best in minimizing the disruption caused to the customers. In the case with the
hotel holiday inn, it is considered as the world’s largest chains of hotel, they are responsible to
make their guest very much happy and satisfied as they are liable to give the value for the money
which the customers has given to them. The hotel keeps different department which is
responsible for these kinds of logistics and work. They don’t take any risk for delay because their
delay can cause them a huge loss in the goodwill which they possess into the market space.
Importance of security within an organization
The customers when they check inn into the hotels put the trust in them that their bags
and belonging are secure. The hotels itself claim the security to customers that their belongings
are save with them and they can enjoy their time without any tension in mind, they can enjoy
with their mind free. Holiday Inn hotels has a very good goodwill, they ensures the security to
their customers that their belongings are very much safe into the premises and also even their
own rooms (Li, 2014). Security builds a trust into the guests and makes them believe in their
services. Increase in trust will also force the customers to choose their hotel and their chains over
and over again. Security can be increase or establish by the installation of CCTV camera at every
corner of hotel premises, giving a good training to all the staff members about security.
Assessment of role which maintenance plays in accommodation services
Opening a hotel does not cost more to a person but giving a proper and timely
maintenance adds ups to the huge cost. Holiday hotel inn has their chains through the world,
maintenance between the activot8ies and operations among all the chains and location is very

much a difficult task for the company to undertake (Li, Kung and Wang, 2012). The hotel needs
the maintained with respect to the rooms, premises, facilities such as gyms, bars, spas and so on.
All these facilities may get damaged once or the other day which cause expense to the hotel.
Therefore to solve such issue there is a total different department which looks for the maintained
and solves such damages issues. Anything can get damage at any time making the customer
unhappy. If any sort of damages occurred at night then that department can take care of these
issues at that time only (Nickson, 2013). This creates the time and place utility. The premises of
a hotel are very huge. And the responsibility to maintain it is also very huge.
CONCLUSION
From the report presented above, it can be conclude that the industry is evolving with increase in
the travel and tourism of people. The accommodation industry is of various types such as hotels, guest
houses or rooms, cottages, villas and so on. All these accommodation provides different types of services
to the customers. The report also discusses the importance and role played by housekeeping department.
They keep the cleaning task, look out for decorations, satisfy the needs of guests and assist them. The
report also considers the importance of front desk office such as handling the quires which comes from
the customers, reservation work, and handling of phone calls and so on.

REFERENCES
Books and Journals
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the Tourism and Hospitality Industries, The European Financial Review, 20
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Hamzah, H., Karim, S., Camillo, A. and Holt, S., 2015. ISO14001: The challenges in
establishing environmental management systems in tourism and hospitality
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management (pp. 13-22). IGI Global.
Jayawardena, C.C.,and et. al.., 2013. Trends and sustainability in the Canadian tourism and
hospitality industry. Worldwide Hospitality and Tourism Themes.
Konovalova, A. A. and Vidishcheva, E. V., 2013. Elasticity of demand in tourism and
hospitality. European Journal of Economic Studies. (2). pp.84-89.
Kumar, S. ed., 2015. International tourism and hospitality in the digital age. IGI Global.
Kwon, J. M., Bae, J. I. S. and Blum, S. C., 2013. Mobile applications in the hospitality
industry. Journal of Hospitality and Tourism Technology.
Li, X., 2014. An analysis of labour productivity growth in the Canadian tourism/hospitality
industry. Anatolia. 25(3). pp.374-386.
Li, Y. M., Kung, Y. H. and Wang, T. T., 2012. STUDYING THE EFFECT OF HOSPITALITY
INTERNS'PERSONALITY TRAITS AND THEIR EMOTIONAL LABOR
OVER ORGANIZATION CITIZENSHIP BEHAVIOR. Pakistan Journal of
Statistics. 28(5).
Mok, C., Sparks, B. and Kadampully, J., 2013. Service quality management in hospitality,
tourism, and leisure. Routledge.
Nickson, D., 2013. Human resource management for hospitality, tourism and events. Routledge.
Robinson, R. N., Ruhanen, L. and Breakey, N. M., 2016. Tourism and hospitality internships:
influences on student career aspirations. Current Issues in Tourism. 19(6). pp.513-
527.
Sharma, A.,and et. al.., 2016. Economic production in hospitality and tourism
industry. International Journal of Contemporary Hospitality Management.
Smit, B. and Melissen, F., 2018. Sustainable customer experience design: co-creating
experiences in events, tourism and hospitality. Routledge.
Wang, Y. F., Chiang, M. H. and Lee, Y. J., 2014. The relationships amongst the intern anxiety,
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