A Comprehensive Report on Managing Accommodation Services at Hyatt

This report delves into the intricacies of managing accommodation services, using Hyatt Hotels as a case study. It explores the functions of the front office, including registration, room allocation, and revenue generation, highlighting the importance of guest relations and different hotel types. The re...Read More

Managing
Accommodation
Services

Table of Contents
INTRODUCTION...........................................................................................................................1
TASK 1............................................................................................................................................1
Covered in PPT...........................................................................................................................1
TASK 2............................................................................................................................................1
Function of front office in accommodation service....................................................................1
The role of front office department.............................................................................................2
TASK 3............................................................................................................................................2
The role of housekeeping department.........................................................................................2
Importance of forecasting in linen stock and guest supplies.......................................................4
Significance of interrelationship towards housekeeping and other departments to give quality
goods and services......................................................................................................................5
TASK 4............................................................................................................................................5
The importance of scheduling maintenance or repair work to increase disruption of guests.....5
The importance of security..........................................................................................................6
CONCLUSION................................................................................................................................7
REFERENCES................................................................................................................................8

INTRODUCTION
The accommodation service is defined as, it is broad category of fields with in the service
sector which includes lodging, food and drink service, theme parks, event planning and
transportation. It includes hotel restaurant bars. It is responsible for taking care of guest or
practice of being of hospitable, which involves the reception and entertainment of guest and
visitors. Hospitality anticipating guest needs and build the best relationship with the guest. It
simply means managing the guest, provide luxurious facilities along with quality of product and
services. This report is developed on HYATT it is an American multinational hospitality
organisation which is situated in Chicago, united states. It was founded in September 27, 1957 by
Hyatt Robert von but it serves all over the nation.
This report focuses over the scale and size of accommodation services, different forms of
ownership, grading system and online review sites, function of front office along with the key
roles. Moreover, the next part of the report covers key roles found in housekeeping department,
forecasting linen stock and guest supplies, importance of maintaining scheduling and repair work
to decrease disruption of guest, in last importance of security.
TASK 1
Covered in PPT
TASK 2
Function of front office in accommodation service
It is a part of organization that FO staffs directly meet to the guests and also responsible
for registration activity, allotments of rooms and generating the bulk revenue for the firm. It
relies on the back office for support in the structure of human resources, information technology
and secretarial functions(So and et. al., 2019). It is typically combined of consumer facing
employees such as service department and sales& marketing. Front office manger manger work
with polite and calm personality and attending the guest for the whole day positive nature is
required. It is responsible for guest requirement's any kind of room which is available or not on
various business functions.
Hotel: There are various types of hotels in several categories in 3 to 5 stars which give
different kind of services according to guest requirement. Interaction with a new guest an
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entrance, give long description to them. Manager responsible for maintain the relation with
customer, so they are willing to come again.
Guest house: Reservation department having authority to take calls and give solution
with appropriate answer and handles all queries of the guest. So guest feel more comfortable and
refer other about the same.
Floatel: In this,a floating hotel, especially a boat used as a hotel, an accommodation
vessel for workers on a offshore oil ring.
Motel: in this, a roadside hotel is designed for primarily motorist, typically having the
rooms arranged in low blocks with parking directly outside.
The role of front office department
Front office plays important role in Hyatt hotel this department is for developing
effective impression considering the perspective of guest which is related with appropriate
facilities and services. There are few roles which are given below:
 Security: This department of Hyatt hotel is quite organised and also responsible to
maintain safe working culture for their manpower.
 Housekeeping: It leads to perform in significant manner by considering the growth of
staff members and check allotment of room for their guest and undertaking availability of
product and services in Hyatt hotel, this department also check room status.
Front office department is operated by front office manager. It is responsible for
supervising, coordinating, hiring and training and making the budget for front office department.
Check the performance of the employee and ensure about all complaints are addressed. Manager
is responsible for briefing the employee, allocate the duty, scheduling shifts of the employee,
monitors salaries, room deposit, refunds etc. Front desk representative must be aware with the
policies and prices of the service given. It works towards common aim that is guest service and
delight. Build the relationship between guest and employee is very important. The sections are
associated and coordinate to each other so, that business can run smoothly and effectively and
able to generate more revenue for the organization (Xie, and et. al., 2020). This sector is
looking more lavish and professional with effective communication and interpersonal skills
which enhance the value with the guest.
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TASK 3
The role of housekeeping department
It refers to the administration of duties an assignment which involved the operation of
household such as cleaning, cooking, home maintenance, shopping and bill payment.
Housekeeper employed to manage the operation and the staff. It also responsible for cleaning,
maintenance, aesthetic upkeep, of rooms, public area and surrounding. Hospitality sector live on
sales of room, food and beverage and other nominal services such as laundry, spa, health club.
Housekeeping department plays crucial role to build image of the organisation, in term of
authorization of the transmission of connection in department (Rogerson and Rogerson, 2019).
There is a hierarchy chart housekeeping which giving effective way of order and also protect
staffs from overloaded work. This chart shows that every employee of Hyatt hotel reports to
other person who is above in position.
Housekeeping duties:
 Responsible for dusting and polishing of furniture and fixture.
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 Sanitising and cleaning the wash-room showers, sinks and bathtubs.
 Maintaining kitchen area.
 Responsible for vacuum and cleaning carpets and rugs.
 Washing windows and other surface areas.
 Sweeping and mopping of hard floors.
 Sorting, washing and unloading laundry.
 Ironing clothing items.
 Using any cleaning equipment such as vacuums, mops and other cleaning tools.
 Responsible for bathroom stock with clean linen and other supplies.
 Using appropriate chemicals for cleaning the object.
 Disposing of waste and emptying trash container.
Importance of forecasting in linen stock and guest supplies
Linen stock: it means inventory of standard amount of linen which is required for
operation can run smoothly and efficiently. There is a common term which is used by hotel
industry is one par linen, it simply means the amount of linen necessary every time for guest in
the hotel room. There are various kinds of linens used in hotels such as bath-towel, bathrobes,
bedsheets, etc. These linens are washed on daily basis and maintain the hygiene so, hotel must
know how to manage linen stock (Labanauskaitė, and et. al., 2020).
Guest supplies: It includes items in which guest feel comfortable. The types of guest
supplies as per the nature and size of the hotel which are commonly involved:
 Amenity packages: it gives proper guest satisfaction and comprise such lavish and
luxury item which are given for the guest placed by the hotels at free of cost to qualify
the service. Guest essential: It include those items which are certainly important for meeting guest
requirement and to improve the service. These essential arranged for continuous use even
after guest's departure.
Forecasting demand: It is the process of making of estimate about future customer demand
which utilizing historical data and other information. It gives valuable business information
about their potential in present market so managers are able to make informed decisions about
business growth strategies and market prospective. For this organisation, its contribute to operate
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at multinational level and use appropriate technology. In relation of analysing the requirement of
guest and assist to utilize easy tools and techniques (Reid, 2018).
Supply chain management: it is the administration flow of goods and services which involves
the occurrence, storage of work in process inventory or completed products along with order
fulfilment from point of origin to point of consumption. SCM shows organization have high
demand to their guest. It increasing the cost by undertaking inventory. While, if organization not
recognise the demand of the customer value company will face loss in terms of needs and
commodities.
Significance of interrelationship towards housekeeping and other departments to give quality
goods and services.
Housekeeping, front office and sales and marketing share the responsibility to ensure that
rooms are ready and clean for the arriving groups of guests. The purchasing department buys all
cleaning and guest supplies. Its relationship with the housekeeping department is self evident.
Coordination with front office department: Coordination plays very important role in every
department without coordination it is not possible to acquire aims and objectives. Having
effective coordination towards the housekeeping department and rooms are the basic important
function examining the change room status. Front office department notifying about arrival and
departure of the guest to housekeeping in advance so that they can ready the room with in
specific time period (Agyeiwaah, 2020). In which flow of both departments will running
smoothly along with better understanding. The front area of Hyatt hotel does not allow the guest
until rooms are not vacant or clean by housekeeping. So they have to coordinate each other in
which they get to know status of rooms is under-repair or vacant. For example: visitor is arrived,
front office department have to ask with housekeeping department, whether room is vacant and
occupied.
Coordination with marketing: It shows effective coordination among the housekeeping and
marketing department because it is necessary to inform every single detail about rooms furniture
and other services. It is useful to promoting appropriate marketing of hotel, which is very
beneficial to increase the image and the profitability of the organization (Prayag and Ozanne,
2018).
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Without coordination a single department unable to do work. It is necessary along with
effective communication which plays very important role in collaboration with other
departments which is helpful for business, it can run effectively and efficiently.
TASK 4
The importance of scheduling maintenance or repair work to increase disruption of guests.
Hotel industry is responsible for repairing and maintenance their prices and other assets.
It assists in attaining huge number of customers through giving appropriate services which
makes them for long duration. Maintenance are scheduling activities which mean to stop
damages and elongate the life of appliances, fixtures and property itself. It includes regular
cleaning of paintings, patch works, units of air-conditioning etc. At the time of repairing, safety
is necessary considering the lighting floor furniture guest electrical issues and many other which
defines image of the hotel (Spenceley and et.al., 2019). If hotel is repairing and maintenance
time to time it will attract the guest and enhance the customer footfall which gives effectively
profitability to the organization.
Evaluation the relationship between housekeeping department and other key department.
Housekeeping department is responsible for build relationship with other department to
makes best relationship. It will assist to make coordination with other department. This thing
shows operation will going smoothly and efficiently.
Repairing increase whole image along with effectiveness of the organization.
The importance of security
Guest comes in hotel with expectation and proper understanding that when they arrive
will must get safety and belonging from personnel. At the same time employee and assets are
protected. Safety and security is always first preference among the guest services. Security plays
crucial role in an organization because it will cut liabilities, insurance compensation and other
social security expenses which is given by the company to stakeholders (Cunha and et.al .,
2020). It increases business revenue and cut down operational expenses. Hotel must have taken
proper measures regarding the safety and security in term of guest along with the employees. It is
very important to have appropriate security because hotel have to know is there irrelevant
activities happening in the organization or not. The major reason to adopt the safety and security
measure to reduce crime, terrorism, natural disaster and man made difficulties. It covers various
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prospect such as public area security, guest room locking and security system with equipment
found in hotel. To develop security measure front office department, have to coordinate with
security department on continue basis. So guest can live comfortable without any issue. There
are few points regarding safety which is given below:
For employees: Hyatt hotel provide locker system to their employees and also give health
insurance, funds. It also gives effective training for safety measures which including costumes in
appropriate manner (Romano and Molinos-Senante, 2020).
For guest: Hotel must ensure about to give security such as protection from crime, health
issues, murder food related issues.
For guest luggage: Keep luggage in exact rooms, responsible for put right tags on right baggage
and trolley should be provided at the time of arrival or departure.
Hotels equipments: Kitchen equipment, furniture fitting, security department must cover bomb
threat security system, water flood security system and earthquake security system.
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CONCLUSION
It is inferred from the above report about findings such as, accommodation services,
difference between commercial and non-commercial enterprises, form of ownership, grading
system, function of front office, roles and responsibilities of housekeeping, importance of
forecasting, effective interrelationship with other department scheduling maintenance and
repairing and importance of security. Accommodation services covers maintenance, front office
and housekeeping for better coordination, a part from it maintenance and security department
ensure infrastructure as well as guest. It interrelation department shows coordination with other
department that business can run smoothly and effectively and also generate the high revenue
along with profitability. These all factor design the proper structure of an organisation which
enhance the value as well as image.
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REFERENCES
Books and Journals
Agyeiwaah, E., 2020. The contribution of small accommodation enterprises to sustainable solid
waste management. Journal of Hospitality and Tourism Management, 44, pp.1-9.
Cunha, C., and et.al ., 2020. Entrepreneurs in rural tourism: Do lifestyle motivations contribute
to management practices that enhance sustainable entrepreneurial ecosystems?. Journal
of hospitality and tourism management, 44, pp.215-226.
Labanauskaitė, and et. al., 2020. Use of E-marketing tools as communication management in the
tourism industry. Tourism Management Perspectives, 34, p.100652.
Mirzaev, A.T., 2020. ASSESSMENT OF CLUSTER FORMATION IN MANAGEMENT OF
RECREATIONAL ACTIVITY. Theoretical & Applied Science, (4), pp.605-610.
Rogerson, C.M. and Rogerson, J.M., 2019. Tourism and accommodation services in South
Africa: A spatial perspective. In The Geography of South Africa (pp. 213-220).
Springer, Cham.
Romano, G. and Molinos-Senante, M., 2020. Factors affecting eco-efficiency of municipal waste
services in Tuscan municipalities: An empirical investigation of different management
models. Waste Management, 105, pp.384-394.
So, and et. al., 2019. Peer-to-peer accommodation services in the sharing economy. International
Journal of Contemporary Hospitality Management.
Spenceley, and et.al., 2019. A decision framework on the choice of management models for park
and protected area tourism services. Journal of outdoor recreation and tourism, 26,
pp.72-80.
Urbonavicius, S. and Sezer, A., 2019. Accommodation providers’ motives in sharing economy:
comparison between Turkey and Lithuania. International Journal of Culture, Tourism
and Hospitality Research.
Xie, K., and et. al., 2020. To share or to access? Travelers’ choice on the types of
accommodation-sharing services. Journal of Hospitality and Tourism Management, 42,
pp.77-87.
Yan, R., and et. al., 2019. Switching from hotels to peer-to-peer accommodation: an empirical
study. Information Technology & People.Lee, S.H., 2020. New measuring stick on
sharing accommodation: Guest-perceived benefits and risks. International Journal of
Hospitality Management, 87, p.102471.
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