Analysis of Accommodation Services and Front Office Management

This report provides a detailed analysis of accommodation services within the hospitality industry, using Travelodge as a case study. It explores various types of accommodation, differentiating between commercial and non-commercial businesses. The report delves into the crucial roles of the front office and housekeeping departments, highlighting their functions in managing bookings, maintaining cleanliness, and enhancing the guest experience. It examines the significance of online reviews, grading systems, and the importance of security and maintenance in ensuring guest satisfaction and profitability. The report also discusses different ownership models applicable to accommodation services and the role of communication between departments, providing a comprehensive overview of effective accommodation service management.

MANAGING
ACCOMODATION
SERVICES

TABLE OF CONTENTS
INTRODUCTION...........................................................................................................................3
PART A...........................................................................................................................................3
A Introduction of hospitality industry..........................................................................................3
B. Different types of accommodation services and difference between non-commercial and
commercial businesses.................................................................................................................4
C. Different types of ownership applicable.................................................................................5
D Grading and classification systems and role played................................................................6
E. Role played by online reviews such as TripAdvisor...............................................................7
F. Function of Front Office in reference to three different type of accommodation services.....8
G. Key roles of front office department in meeting business objectives.....................................9
H. Critically evaluate the role of accommodation services and also determine the role of front
office to achieve the positive reviews, enhance guest satisfaction and profitability. ...............10
PART B..........................................................................................................................................11
I. Discuss about four different role of housekeeping department in Travelodge and also
evaluating the relationship between other departments and housekeeping. .............................11
J. Describe the role of forecasting linen stock and other type of guest supplies in order to
manage Travelodge efficiently and effectively. ........................................................................12
K. Discuss about the significance of security and maintenance in Travelodge to ensure
consumer satisfaction. ...............................................................................................................13
L. Discuss about the significance of communication in between housekeeping and facilities
department which provide an effective quality of accommodation services.............................14
CONCLUSION..............................................................................................................................15
REFERENCES..............................................................................................................................16

INTRODUCTION
Accommodation service are the activities which are involved in order to manage various
accommodation services which are provided directly or indirectly by the hotels. Success and
profitability of the hotel depends on the services which are offered to customers.
Accommodation is a broad sector within the hospitality industry which may be ranging from bed
and breakfast hotels and enterprises to various other facilities which offer different lodging
services. Within the hotel business accommodation services forms an vital part for satisfying the
customers and it may be of various types depending on the nature of hotel. In this report
Travelodge Hotel is taken as an organisation, it is a private hotel operation across UK. It is the
second largest brand of hotel in UK on the basis of budget and number. Present report discusses
about types of accommodation services that are available in hospitality industry and also
discusses about the role of front office department in accommodation services. This report also
includes the contribution of Housekeeping department in providing effective accommodation
services to customers. This report also discusses the role of security and facilities in providing
effective accommodation services to guest in the hotel.
PART A
A Introduction of hospitality industry
Hospitality industry is referred as a very large service industry which is full of services
like accommodation services, lodging services, food and drinking services, transportation
services etc. It is the industry which totally depends on the availability of disposable income and
leisure time. It is one of the major industry in UK, as per the records hospitality in the country
comprises of 127,000 businesses approximately and it is the industry which is responsible for
providing an employment to more than 1.6 million people in the country. In UK there are more
than 22,000 hotels, motel and guest houses in which Travelodge is one among them. There are
various accommodation services in hospitality industry and some of them are mentioned below:
Full service properties: It describes the hotel in which variety of different services are offered
to guests and all the services are offered on price to customers. Such type of hotels are very
expensive as hotel charges for all the services in a single cost and customers will not be further
encountered with extra cost. The price may be charged on food and beverages, shuttle services,
room services etc.

Basic services properties: These are the hotel in which guests are offered with basic services at
hotel like food and beverages and room services. Such hotels are less expensive as compared to
full service properties.
Resort Hotels: There are the hotel which offer full service lodging facilities to customers and
are usually located in such areas where customers can relax or recreate like sea shores, beaches,
historic areas,parks etc. some resort hotels operates seasonally and does not operate throughout
the year. Resort hotels provides much more services than meals and lodging. Resorts are self-
contained established and offer to customers more than vocational needs. Also, owner of these
hotels can vary between the functionality, timeshares and may be owned by single parent
company
Budgeted hotels: These hotels are commonly known as bes and breakfast hotels and only
provide basic amenities and facilities to customers.
Condotels: These hotels are the hybrid of hotel and condominium which are bing operated as
commercial hotels even if its units are being owned individually (Reardon, Ryan and Wanhill,
2015). Condotels have got reservation and rental desks, food and telephone services and also
provide daily cleaning services to customers. Also, these hotels have got short term occupancy
which means that guests have to stay for short term periods.
B. Different types of accommodation services and difference between non-commercial and
commercial businesses
In hotel there are various types of accommodation services but two basic accommodation
services which form the lifeline for hotels are Front office and Housekeeping services which can
be explained as:
Front office: This is considered as one of the most important sector for hotels which are
responsible carrying out various key function of the hotel like bookings. There are various
functions which are performed by the front office departments like welcoming guests entering
hotel, helping them with register, carrying their luggage, mentioning opening and closing times
etc. This are responsible for generating of profit for hotels are they contribute in selling of rooms,
services in order to maximise the occupancy of the hotel.
Housekeeping: It is the operational department in Travelodge and provides the services of
maintenance, cleanliness and aesthetic upkeep of public areas, rooms as well as surroundings
(Durodola, Ayedun and Osmond, 2016). Housekeeping department may have less or no contact

with guests but plays and important role in providing a positive experience to guests. They are
responsible for enhancing the quality of the hotel in order to put positive impression of guests
arriving hotel.
Commercial business are the businesses which operate in order to make profits and are
paying taxes on the profit gained. The proprietors of the business are the owners of the business
and the result of operating a business may be a profit or loss which are distributed between the
owners. Commercial business are involved in selling of goods and service to customers or to
other businesses in order to generate profit (Pastiu, Munteanand MAICAN, 2017). Also, the
financial statements which are provided or included in the commercial businesses may include
profit and loss statements and accounts, trading accounts and balance sheet.
On the other hand non-commercial businesses are the business which does not have goal
of achieving profits but provide services to public at a large. Within the non-commercial
businesses subscribers are also known as members of the business. As, such businesses does not
operate for profits so, the results of the business is called deficit or surplus and the surplus and
deficit of the business are not distributed among the members but is being adjusted within the
capital fund. In non-commercial businesses financial statements may include payments and
receipts accounts, balance sheet and income and expenditure account. Non-commercial
businesses may be owned by the local, state and national governments.
C. Different types of ownership applicable
There are different types of ownership within the accommodation services and can be
divided in to four categories which are as follows:
Franchised: Franchise can be referred as a company which uses license of the franchisor in
order to do business under the traders name as per the terms and conditions mentioned in the
contract. In other words it can be explained as, a parent hotel franchise can provide permission to
local owners to make use of parent company's name in order to sell products and services.
Leased: Leased accommodation are such accommodations if the owner of the hotel provides
accommodation services which is rented or leased. Company-leased accommodation is referred
as a perquisite which are in the hands of the owner and values is determined according to income
tax rules (Martin-Fuentes and et.al., 2018). Owner of the hotel may enter in lease agreement after
paying the rental deposits and is willing to pay monthly rent directly. Then a particular entity is
ready to moved in accommodation. If owner wants to settle down faster and start its business

quickly this is the best option available. Also, another major advantage of it is that owner can
concentrate on other job without any stress of arranging accommodation.
Managed: In managed accommodation is a service in which management of the hotel is
managed by external management and offers to manage the accommodation properly. It entails
that these hotels are well-organised and well programmed in order to keep the standards of
cleanliness higher in order to attract guests (Aldebi, Ali and Abdulhassan, 2017). Also,
maintenance, budgeting is done by the management and also staff is trained and managed by the
management. Services for managing accommodation oversees the supervision of the day to day
events of the hotel and also ensures that all standards of met.
Private: Private accommodation are the accommodation in which the proprietors has got the
right to refuse to accept a person as a guest (Fentaw, 2016). It can also be referred as the hotel
which are privately owned as well as managed by the owner. It can also be referred as hotel
which does not have got the licence to sell liquor to customers.
D Grading and classification systems and role played
Grading and classification of the hotel helps in determining the standard of the hotel
offerings which are available at destination as well as an ability for purchasing the
accommodation which can meet the expectations on time. Classification and grading system
provides an information to customer about how to identify the quality of the hotel and
differentiate various level of facilities and the services which are offered including the
transparency (Qawasmeh, 2016). Grading and classification play an important role for both hotel
and for customers. When a hotel has got higher rating it can attract the customers easily and can
influence in making bookings. Also, for customers, by checking the rating of the hotel it have a
significant impact on the purchasing decision of the customer. In current scenario the most
common rating system used is online reviews. Gaining good online reviews have become really
important for the hotel in order to operate achieve high profits.
Online reviews has got a significant impact on guests booking decision and it has been
analysed that more than 70 percent of customers make their purchasing decision by getting
influenced by the reviews posted by other customer who have stayed in the hotel or consumed
their services (Ho, 2017). Also, more than 55 percent of customer admit that online reviews are
really important for choosing a particular hotel and make a purchasing decision. Now customer
reading reviews have become a default step before making bookings for hotel. Not a single hotel

can escape a power of online reviews and it can both positively and negatively influence the
customer (Edmondson, 2018). One of the negative influence on the customer may be the if the
reviews of the hotel is good even if the services of the hotel are not up to mark but based on the
positive reviews from the ex-customers can influence the customer to make purchase decision.
Once the decision is made by the customer and don't get appropriate services it may result in
negative experience and loss to the customer. Also, it can turn happy customer in sad customer
which may even effect the value and image of the hotel.
On the other hand a positive influence which online review may have on the customer is
that if a customer is confused in choosing an appropriate hotel type for spending its leisure time,
customer can go through various reviews of different hotels and can come up with the decision
which can prove best for customer (Ramos, 2018). In this way it may result in a positive
influence on the customer. So, it can be said that, online reviews matters a lot for the customer in
influencing them.
E. Role played by online reviews such as TripAdvisor
For every hotel grading system plays an important role which can have great influence on
the purchasing decision of the customer. There various online websites from which a customer
can rate the hotel one of the major online website is TripAdvisor and it can also play an
important role in influencing the customer for making bookings. It has been analysed the
customer are so much influenced with the reviews that majority of customer do not make
purchase decision if there is no reviews. Also, more than 85% of the users of TripAdvisor refer
to reviews before booking a hotel (TripAdvisor Survey Shows Why Hotel Reviews Matter, 2015).
So, this site can play an important role for influencing potential guests in order to book
accommodation. Ranking of hotel depends on various factors which may also include the guest
satisfaction score. Once potential customer for any hotel reviews the hotel on TripAdvisor can
check various reviews of past customers like services provided, location, food and beverages etc
it can have a strong impact on customer's purchasing decision. Also, depending on the reviews
potential customer make its decision to book a hotel or to leave it, so it is really important for the
hotel to gain positive review from the customers. TripAdvisor enables various options to
customers while rating a hotel like rating on the basis of services offered, on the basis of food
and beverage, price, quality and various other options which a potential customer can go through
before booking a hotel. This is considered as one of the best grading system online for reviewing

hotel and hotels need to boost their review volume in order to attract more and more customers
towards the hotel. If Travelodge is getting positive reviews on the TripAdvisor it can increase it
reputation online and will also increase it grading. Once hotel gets higher grading it can have a
strong impact on the customers booking decision. Also, it will help in developing a positive
perception of the hotel within the mind of a customer which can prove beneficial for the
Travelodge.
F. Function of Front Office in reference to three different type of accommodation services.
Front Office of Travelodge forms face of hotel and is very important part of the hotel in
enhancing the services of the hotel which can help in providing positive experience to their
guests. In the hotel it is the most visible department as this department has a direct contact with
customers. There are various accommodation services which are offered by the front office and
there also various roles which is performed by the front office in providing accommodation
services which are mentioned below:
Housekeeping: It is the department in Travelodge which is performing all the duties towards
maintenance and cleanliness, keeping the hotel neat and clean and help in keeping the hotel at
desirable ambience. There are various basis duties which are performed by housekeeping
department like sweeping, dusting, cleaning bathrooms and also help in cleaning the public areas
of the hotel which is really important function for providing good accommodation service to the
guests. In additional to basic functions housekeeping department also changes the sheets of bed
and make bed for guests, they also help in keeping the rooms stocked with various basic supplied
like water, towels, various bathroom item etc (Altaibayeva, Nurmukhanova and Alimkhanova,
2018). This staff also passes background checks as they are accessing the private belongings of
the guests like cash, jewellery which are left in rooms. So this department is really important for
the hotel in enhancing the level of services of the hotel and keeping the guests satisfied.
Reception: It also forms the most important department of Travelodge and this department is
directly involved in talking to guests which arrive at hotel. Their work in generally performed in
the waiting area like lobby or front office desk of the hotel. It has main function to perform like it
has to answer the quires of visitors which approach to the hotel. Reception also provides
guidelines to guests and help with the destinations. It also checks the in and out of guest and
issuing key. Reception also takes reservations by telephone or email. When a guest makes a
check-out, receptionist prepares a bill and also helps in dealing with payments. There important

function is to handle and deal with different types of complaints from customers in order to
provide effective solution to their quires.
Concierge: This service defines the modern experience of hospitality company and at a very
basic level concierge works includes various tasks like checking guests in, taking reservations
and fielding requests for various amenities and items. They also help in facilitating travel for
customers and drive passengers to hotel and also assist visitors in various ways.
G. Key roles of front office department in meeting business objectives
There are different roles in that is played by front office department. Front office
department is first through which customer interacts. In this department, there are a lot of small
sub-departments which deals with such functions which are as follows – Reservation of rooms or
tables, Reception for the purpose of greeting and providing booking services, Telephone
operation in which they deal with the incoming and outgoing calls etc. So, they are responsible
for helping them. The roles are defined as follows :-
 Front office acts as the public face for the Travelodge. They have the responsibilities to
make good impression of organisation on the customers.
 Without customers, this organisation won't work. Thus, they have to work upon customer
centric activities.
 They assign room to guest by taking all data and information from them.
 They coordinate with other department such as maintenance, housekeeping, etc. to find
out which room is available. Then, accordingly rooms are assigned and managed.
 Front office is divided into many sub units such as reservation, reception, guest services,
etc. and each one is linked with one another.
There are many operations performed in front office that are reservation, allotting rooms, solving
guest problem, etc. Also, this department is interrelated with other functional areas. They attend
guest and assign rooms (De Ascaniis and et.al., 2015). Moreover, they provide accommodation
services, receive payment, etc. thus, business objectives are attained. Similarly, by solving
customer problems quickly, their satisfaction is gained. Front office provide essential facilities
and services to guest. For example – safety, food, etc. which helps in achieving business goals.
If they are able to successfully attract the customers and are able to provide good quality
customers so they will become loyal customers which lead to attract more customers due to

mouth to words marketing which will increase the brand image of the organisation. Through it,
more customers are attracted and it also results in improving operational efficiency of front
office department. However, all other sub unit’s goals are also achieved. Thus, this lead
organisation to achieve its business objectives.
H. Critically evaluate the role of accommodation services and also determine the role of front
office to achieve the positive reviews, enhance guest satisfaction and profitability.
Accommodation is a type of dwelling that can attract many tourists towards services. Travelodge
provides the different type of accommodation services to consumers such as luxury rooms,
conference room, meeting hall etc. These are facilities provided by Travelodge to their potential
consumer, who always used the services of industry (Ashaye and Irani, 2019). The specific role
of accommodation service is providing the tour package services and it should give the options
to choose luxury hotel or take services of gym, camping ground, swimming pools etc. These
types of services always attract the guest so as they can easily attracted towards facilities. In this
way, it helps for Travelodge to improve positive review of company and enhance consumer
satisfaction.
In the organization, front office department has significantly role playing to give the better
quality of services. Front office department is responsible for creating the good impression in
context of facilities and services provided (Lindsay, Cagliostro and Carafa, 2018). It should give
proper response to the guest and provide direction to correct personal queries. The primary goal
of front office is to maintain good relation with guest, they are having good interpersonal and
communication skill that help to create positive review among consumers (Blagoev, Nikolskaya
and Popov, 2019). It also having chances for increasing the guest satisfaction so as they can use
the services and facilities of Travelodge. In this way, it will increase the productivity and
profitability in global marketplace.
Therefore, it can be determined that accommodation services and front office department
plays significantly role in Travelodge firm to increase demand in marketplace. There are many
consumers wants to take services and it directly positive ways to impact on the business for
increasing profitability in global world (Lyu, Li and Law, 2019).

PART B
I. Discuss about four different role of housekeeping department in Travelodge and also
evaluating the relationship between other departments and housekeeping.
Housekeeping is based on the operational department in Travelodge firm, which is
responsible for performing different operations such as maintenance, cleanliness, upkeep of
rooms, maintain public or back area etc. It can be divided into four type of role in housekeeping
department.
 Cleaning and Maintenance: Its primary role of house keeping department, when it always
keeps maintain the cleaning and maintenance. It is an essential for Travelodge firm to
increase the demand because many consumers preferred the clean rooms and doesn’t like
dirty areas. This type of operations should be maintained by housekeeping department
(ChoBonn and Divers, 2019). It can take care of overall maintenance of equipment if it
requires to change the resources which essential for consumer such as towel, geyser and
many more.
 Training of its personnel: The training is also source of business management which help
to improve their own skill and knowledge. In this way, it easily understands the need of
consumers. In Travelodge, the housekeeping staff members are untrained as compare to
another department. they are directly communicating with the guest so that it requires to
perform role to increase capabilities by training session (Lyu, Li and Law, 2019).
 Control the essential supplies and equipment: It is another important role of housekeeping
department is to control different types of operating supplies which required for
maintaining on daily basis. Multiple housekeeping staff must be replenished the room of
guest and adequate supplies equipment’s such as sweepers, floor vacuum, rag and pails in
order to give services (Deale and Crawford, 2018). Maintain paper work schedules or reports: it should maintain the overall paper work that
associated with housekeeping department. It always keeps record the accurate control
payroll of staff members involvement.
Relationship between other departments and housekeeping
In Travelodge, Housekeeping department willingness to communicate and coordinate with
another department. It is one of department that working together the consumer satisfaction.
Each department are depending on other but housekeeping will maintain the coordination

between other to share information about the need and requirement of services in Travelodge.
For Example- Within luxury room division, housekeeping department communicate with front
office and maintenance. The aim is to provide the better quality of services and maintain level of
guest satisfaction.
J. Describe the role of forecasting linen stock and other type of guest supplies in order to manage
Travelodge efficiently and effectively.
Forecasting linen stock is terms that widely used in Travelodge hotel which determine
standards to understand minimal level of supplier in order to meet the demand of hotel on daily
basis (Lindsay, Cagliostro and Carafa, 2018). It is simplest technique that make plan by manager
for efficient working of different area and use appropriate resources in Travelodge hotel.
Demand forecasting is mainly facilities the business of hotel which identifies the proper amount
linen used so as it required for doing forecasting to calculate proper amount of linen.
The hotel is investing the uniform linen design of different type of fabrics that has been
chosen as per budget and needs of hotel. The most popular choice of linen is both synthetic and
natural cotton because it is durable, use to maintain in proper ways (Langgat, 2019). The
Travelodge hotel must create a good impression on consumers by chosen designer accessories. It
involves unique, embroidered, attractive and customise etc. these are representing the hotel
image and brand. It should be essential to meet the quality of linen and other accessories
according to hotel theme. In Travelodge hotel, it is an essential requirement for managing and
controlling in proper manner.
In Travelodge hotel, Maintenance department is responsible for performing the role of
forecasting linen stock.
 Supply demand- it is also another role of forecasting linen stock to improve the raw
materials which required to plan the process and purchase the product in proper amounts.
In Travelodge hotel, manager can be released timely purchase plan to the suppliers. it will
increase the transparency and visibility towards raw materials. It can improve the
relations between supplier and manager to negotiate in favourable manner (LiBonn and
Ye, 2019).
 Inventory management- It should optimize the demand of forecast linen in hotel which
provide information about the raw materials, finish good of inventory level. It helps to
reduce the supply chain management and also increasing to optimize the inventory level.