Report on Managing Accommodation Services: Front Office & Housekeeping

This report delves into the management of accommodation services, specifically focusing on the front office and housekeeping departments within the hospitality industry. It begins by outlining the organization and functions of the front office, emphasizing its role in revenue generation, guest services, and relationship management. The report then explores the key roles within the front office, including guest assistance, luggage management, and administrative duties, while highlighting the importance of maintaining quality standards and a positive work environment. Furthermore, the report examines the vital roles within the housekeeping department, such as maintaining hygiene, ensuring privacy, and providing safety and security. It also assesses the importance of forecasting linen stock and its impact on budget control and operational efficiency. The report also discusses the significance of interrelationships between housekeeping and other departments, particularly the front office, maintenance, and security. Finally, the report underscores the importance of scheduling maintenance to minimize guest disruption and the critical role of security in safeguarding guests and the hotel's operations, emphasizing the roles of the security manager in crime prevention, staff training, and inspections. The report uses the Berkeley hotel as a case study to exemplify all the concepts.

Managing accommodation services
1

Table of Contents
INTRODUCTION...........................................................................................................................3
LO 1.................................................................................................................................................3
Covered in PPT............................................................................................................................3
LO 2.................................................................................................................................................3
P4 Explain the organization of front office functions within a variety of accommodation
services........................................................................................................................................3
P5 Discuss the key roles within the front office department.......................................................3
LO 3.................................................................................................................................................4
P6 Review the key roles found within the housekeeping department.........................................4
P7 Assess the importance of forecasting linen stock...................................................................5
P8 Importance of interrelationships between housekeeping and other key departments............5
LO 4.................................................................................................................................................6
P9 Examine the importance of scheduling maintenance or repair work to minimise disruption
to guests.......................................................................................................................................6
P10 Explain the significance of security.....................................................................................7
CONCLUSION................................................................................................................................8
REFERENCES................................................................................................................................9
2

INTRODUCTION
Hospitality industry consists of vast range of services and sectors such as tourism, thus,
there are various accommodation services which is found within it. Hotel provide variety of
services to customers such as food, pick and drop, spa, bar, housekeeping, etc. However, there
are different types of hotels such as one start, two, five, etc.
The report will describe about front office function of accommodation services. Besides, key
roles within the front office department will be mentioned. Moreover, key roles found within the
housekeeping department and importance of forecasting linen stock is done. Furthermore,
significance of security and interrelation of between housekeeping and other key departments
will be explained (Katsoni, 2019)
LO 1
Covered in PPT
LO 2
P4 Explain the organization of front office functions within a variety of accommodation services
Reception of front office is considered an area where consumers and visitors arrives as
well as firstly encounter staff members at the Berkeley's accommodation. It is one that aids
within generating the revenue for the business (Priporas, and Santiwatana, 2017). The function
of the front office with several services regarding accommodation that may impact the operations
of Berkeley within global arena in order to attract consumers. It aids with dealing of enquiries of
consumers as well as addressing the same that leads with accomplish the needs as well as wants
within favourable manner. The function also provide assistance that are as per the internal
standards of service to the consumer, thus this enhancing the level of consumer satisfaction. Such
function leads to some information in order to target audience as this point leads alongside
making of building and interacting of relationship with consumers. It also leads with
management that is responsible to payments in order to receive from consumer as well as several
other parties that aids within enhancing profitability margins regarding accommodation services
(Magombo,Rogerson and Rogerson, 2017).
P5 Discuss the key roles within the front office department
The front office key roles includes several operations associated with the service of
consumers such as assisting guests, consumers with their luggage management as well as several
documentation facilities (Qin, and Fan, 2020). It also involves the role of daily management
3

regarding administration as well as assures quality standards are also being meet. The font office
level of operations can be considered as complex as it also leads as well as concerns with
satisfaction of consumers that cannot be easy task. It also leads to creating an environment which
is favourable within office that leads alongside dedication commitment regarding their work. It
also associated with organising and maintaining files as well as updates records as whenever
there is requirement that will leads with ease of flow regarding business operations of Berkeley.
It also relates with maintaining of bills, invoice as well as several other documents that can be
useful. Front office role needs to be monitored as per the issuing of proper guiding to the workers
within relation alongside code of conduct that can be required every worker of Berkeley. It also
leads with the role of getting in touch with consumers as well as discover some more amount of
information through aiding them as well asking several questions.
LO 3
P6 Review the key roles found within the housekeeping department
The department of housekeeping plays a vital role within overall development of the
hotel industry in order to satisfying consumers as well as gives proper facilities and comfort in
order makes them accomplish goals more easily (Dal Santo, 2019). The department of
housekeeping is also vital in order to keep hotel cleaner as well as comfortable regarding their
consumers. Various responsibilities and roles of housekeeping department within hotel Berkeley
are mention below
Maintain Hygiene and cleanliness
As Berkeley's housekeeping department is accountable in order to maintain high standard of
cleanliness within all crucial areas within hotel such as toilets, washrooms, health club. Hygiene
within a hotel aids to maintain positive environment for consumers as well as develops a positive
Environment within a firm easily (Lee, Jang. and Kim 2020).
Privacy
It is one of the primary concern of hotels. Within Hotel Berkeley staff members are also
effectively trained in order to enter room of guest and at the same follow the proper procedure.
Safety and Security
In order to provides more security as well as safety to the clients housekeeping
department assures regarding such services (Pezenka, Weismayer. and Lalicic, 2017). Within the
context of Berkeley's housekeeping department they make sure that the equipment of the fire as
4

well as emergency alarms are also working all time within guests rooms. Also, assures that noise
free as well as quiet atmosphere within areas as well as maintain the product's and service's
effectiveness.
Decor
Creating a classy and attractive ambience is known as one of the major concern regarding
department of housekeeping. Within the Berkeley's hotel the housekeeping department gives
proper uniforms as well as sufficient inventories to the staff as well as maintain environment for
staff members for workers and for guests as well. This department also maintains good relations
alongside several other department for task completing on time with smoothly.
P7 Assess the importance of forecasting linen stock
Within Berkeley's hotel Housekeeping department plays a crucial role in every stage of
business as well as maintain proper uniforms for staff members, gives appropriate equipment's
to every room and at the same time maintain stock regarding cleaning supplies so that use them
within requirement. Manage linen within restaurant, rooms, conference venue, banquet hall as
well as maintain inventory within hotel. Prepare appropriate laundry needs for hotel linen, guests
clothing, staff uniforms as well (So, Xie, and Wu, 2019). Assure proper training as well as
supervision to all employees that are attached to all the departments in order to fulfill the needs
of firms as well as establish within at large scale. The department of housekeeping within hotel
Berkeley evaluates stock level as well as make efforts in order to maintain stock and reduces
wastage as per the needs of business as well as achieves objectives and goals of the business.
Budget and control expenses
The department of housekeeping aids hotel to maintain budget as per the need. To maintain the
effectiveness of the hotel as well as their product they can use each and every resource of the
requirement of hotel (Kuhzady, Seyfi and Béal, 2020). Control expenses as per the need of firm
in order to decrease expenses as well as maintain goals as well as objectives of firm which is
attractive and achievable.
Environment friendly procedures for sustainable housekeeping
The department of housekeeping of Berkeley take appropriate care while using products
and services so that maintain an environment within hotel through giving their workers with
healthy product and effective services. Take care regarding using certified green detergents,
5

cleaning products as well as use them more effectively so that Berkeley hotel gives quality
services to their guest.
P8 Importance of interrelationships between housekeeping and other key departments
Housekeeping department and front office are vital for the development of Berkeley hotel
as well as gives the best service to the guests (Qin, and Fan, 2020). Coordination between both of
the departments is needed for smooth running of business so that it accomplish goals more
easily. The department of Front office always provide list of guests about their departure and
arrival at hotel so that housekeeping is capable to maintain cleanliness as well as inspected hotel
rooms as per the need.
Housekeeping and maintenance department
The department of housekeeping is largely depended on the department of maintenance
in order to keep each and everything within condition. Within the context of Berkeley if
housekeeping department find any issues regarding cleaning and maintaining within hotel they
call maintenance department in order to solve such issue (Lee, Jang. and Kim 2020).
Security department and housekeeping
The Berkeley's hotel staff needs to assure about the privacy as well as security of their
guests. Housekeeping department are the when they suspect any security threat directly inform
security department such as key lost or damage, theft and out of that security department is
accountable to take several required actions to handle such type of emergency (Martin-Fuentes.
and Marine-Roig, 2018 ).
Store department and Housekeeping coordination
In assuring regular activities of business within hotel housekeeping department plays a vital role.
Such as maintaining stocks of linen and supplies and cleanliness. Whenever there is a need for
the proper maintenance for the guest rooms it the housekeeping department that able to call store
department and services for successfully completing of their duties.
LO 4
P9 Examine the importance of scheduling maintenance or repair work to minimise disruption to
guests
Maintain all machinery within working condition
Manager of maintenance also plays a vital role within growth of business. In order to minimizes
issues to the guest maintain all machinery within working condition.
6

Maintenance
Berkeley largely relied on their maintenance department and aids in order to take vital
decision to fulfil needs and with perfect strategy. Within the context of Berkeley manager take
vital steps as well as regular check on machinery to decrease wastage as well as accomplish
goals. Berkeley's staff member checks all electronic equipment as well as machinery of hotel in
order to keep within a proper condition (Pesonen and Tussyadiah, 2017 ). When any kind of the
issues arises within hotel preventive maintenance can be taken through hotel employees as well
as staff also takes vital steps to decrease influence of such changes as well as issues on whole
working as well as establish their business on regular basis. It aids to assures about long lasting
productivity within firm in order to make it more efficient by using tools. Berkeley's
maintenance department work as per to set schedule for smooth working of their business and
without disturbing guests within hotel.
P10 Explain the significance of security
Security within hospitality sector is consider as one of the vital role within developing an
positive environment for workers within firm. Overall security of guest such as protection from
crime such as abduction, murder, health hazard from outsiders, food poisoning. Hotel security is
one of the biggest job of the hotel management as thousands of people coming and going all the
time as hotel security is considered as difficult task (Sthapit, and Jimenez-Barreto, 2018).
Within the context of Berkeley security department is accountable in order to manage
effectiveness of firm products as well as services as well as work as per the need and establish
the business at very large scale
Role of security manager
Crime investigation and prevention
Security manager within a hotel is accountable in order to manage crime as well as take
vital actions in order to solve issues within hotel. Berkeley's security manager try to evaluates
reasons for crime as well as issues within hotel and investigates reason for arising issues within
hotel premises.
Training of staff for emergency
For each and every hotel maintaining security is needed so that achieves their goals
effectively and easily. Within the context of Berkeley security manager train staff members as
7

per the need as well as manage all work so that enhance efficiency of their services and products.
For the emergency process train the staff procedures and as per the needs of the business.
Inspection
Security manager of The Berkeley inspect each and every department of business in order
to know any kind of problem occurs within their firm. They also tries to solve issues through
taking vital actions within achievement of task more easily. Inspection aids them to maintain
proper security for guests and employees within hotel (So, Xie, and Wu, 2019).
CONCLUSION
It can be concluded that front office key roles includes several operations associated with the
service of consumers such as assisting guests, consumers with their luggage management. The
various responsibilities and roles of housekeeping department within hotel Berkeley are Maintain
Hygiene and cleanliness privacy safety and Security. Also, Housekeeping department and front
office are vital for the development of Berkeley hotel as well as gives the best service to the
guests.
8

REFERENCES
Books and journals
Dal Santo, S., 2019. How Cultural Diversity in the Orlando MSA Impact Accommodation and
Food Services Businesses Marketing Processes (Doctoral dissertation, University of
Phoenix).
Katsoni, V., 2019. Sharing economy perspectives in the tourism accommodation sector.
In Mediterranean Cities and Island Communities (pp. 283-297). Springer, Cham.
Kuhzady, S., Seyfi, S. and Béal, L., 2020. Peer-to-peer (P2P) accommodation in the sharing
economy: a review. Current Issues in Tourism, pp.1-16.
Lee, Y.J.A., Jang, S. and Kim, J., 2020. Tourism clusters and peer-to-peer
accommodation. Annals of Tourism Research, 83, p.102960.
Magombo, A., Rogerson, C.M. and Rogerson, J.M., 2017. Accommodation services for
competitive tourism in sub-Saharan Africa: Historical evidence from Malawi. Bulletin of
Geography. Socio-economic Series, 38(38), pp.73-92.
Martin-Fuentes, E. and Marine-Roig, E., 2018. Modelling a grading scheme for peer-to-peer
accommodation: Stars for Airbnb. International Journal of Hospitality Management, 69,
pp.75-83.
Pesonen, J. and Tussyadiah, I., 2017. Peer-to-peer accommodation: drivers and user profiles.
In Collaborative economy and tourism (pp. 285-303). Springer, Cham.
Pezenka, I., Weismayer, C. and Lalicic, L., 2017. Personality impacts on the participation in
peer-to-peer (P2P) travel accommodation services. In Information and communication
technologies in tourism 2017 (pp. 767-780). Springer, Cham.
Priporas, C.V. and Santiwatana, P., 2017. Service quality, satisfaction, and customer loyalty in
Airbnb accommodation in Thailand. International Journal of Tourism Research, 19(6),
pp.693-704.
Qin, D. and Fan, D., 2020. The future of Airbnb in China: industry perspective from hospitality
leaders. Tourism Review.
So, K.K.F., Xie, K.L. and Wu, J., 2019. Peer-to-peer accommodation services in the sharing
economy. International Journal of Contemporary Hospitality Management.
Sthapit, E. and Jimenez-Barreto, J., 2018. Exploring tourists' memorable hospitality experiences:
An Airbnb perspective. Tourism Management Perspectives, 28, pp.83-92.
9