Hotel South Lodge: Front Office and Housekeeping Report Analysis

This report provides a comprehensive analysis of accommodation services, using Hotel South Lodge as a case study. It begins with an introduction to accommodation services and the hotel's background, followed by an examination of front office functions, including room management, food services, and resort operations. The report details key roles within the front office department, such as reservations, cash handling, and porter services, highlighting their importance in guest satisfaction. It then explores the housekeeping department, outlining key roles and responsibilities, along with the significance of forecasting linen stock and other guest supplies. The report emphasizes the importance of interdepartmental relationships, specifically between housekeeping, security, front office, food and beverage, and supply departments, to ensure quality service. It further evaluates the impact of scheduling maintenance and the role of security in accommodation services. The report concludes by critically evaluating the importance of communication between housekeeping and facilities departments, emphasizing the overall impact on guest experience and operational efficiency.

MANAGING
ACCOMMODATION
SERVICES

Table of Contents
INTRODUCTION ..........................................................................................................................1
PART A...........................................................................................................................................1
Covered in PPT...........................................................................................................................1
PART B............................................................................................................................................1
Explain an organisation front office functions within variety of accommodation services........1
Discuss key roles within front office department ......................................................................2
Key roles within Housekeeping department ..............................................................................3
Importance of forecasting linen stock and other guest supplies to ensure sufficient supply to
meet demand...............................................................................................................................5
Importance of interrelationship between housekeeping and other key department to provide
quality provision and services ....................................................................................................5
Evaluate the relationship between housekeeping and other key departments............................6
Importance scheduling maintenance or repair work to minimise disruption to guest................6
Discuss importance of security within an organisation...............................................................7
Assess the role maintenance plays within the accommodation services.....................................7
Critically evaluate the importance of communication between the housekeeping and facilities
department...................................................................................................................................7
CONCLUSION................................................................................................................................8
REFERENCES................................................................................................................................9

INTRODUCTION
The term accommodation refer to the room, building, lodging that provide shelter o the
guest and that provide satisfaction to the customers. Accommodation services refer to that
services which is mainly offered by hospitality industry to provide satisfaction to the customer so
that they can use the services. It helps the visitors and tourist by providing the safety and security
at new places. This also helps the visitors to explore several areas for filling their desires in an
appropriate manner (Abed and et. al., 2019). Accommodation services mainly influences holiday
trips that is useful to enhance the overall experience related to travelling in an amazing manner.
This project report is based on accommodation services and for this Hotel South Lodge, UK is to
be undertaken. Hotel South Lodge founded in 1985 by James Hodges. This report includes role,
functions of front office department and also the significance of linen stock. It also explains
interrelationship between housekeeping and several departments to offer quality services to
customers. Further it involves an importance of scheduling maintenance to reduce the disruption
of guests. At last it reflects the benefits of security for the guests to enhance profits margin.
PART A
Covered in PPT
PART B
Three different types of service providers:
Lodging accommodation: This services provider’s counts in luxurious and lavish hotels
restaurants. These services are more likely to use by the high income group people and that helps
the business to gain high level of profitability. Again this includes the people who use the
services such as the high comfort and high maintained hotel rooms.
Quick service establishment: These are the quick service restaurants that offer food on
the basis of customer demand.
Explain an organisation front office functions within variety of accommodation services
Front office refers to an area where guests first arrive at the hotel. It is also known as
reception area. In terms of Hotel South lodge, manager highly focus on hiring the best candidate
who attend the guest effectively as it shows the first impression (Gössling and et. al., 2019). It is
essential within hospitality industry because it is situated near an entrance of accommodation
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establishment. Front office helps in generating high revenues for an organisation. Front office in
Hotel South Lodge perform several functions and some of them are shown below:
 Hotel rooms - It is mainly known for front desk management core function. In this
reception area perform a core operations related to interacting with customers and guest.
In terms of Hotel South Lodge, receptionists answer a guest question related to issues and
queries. In this front office is mainly responsible for all reservations, enquiries and
accommodations that are made available to the visitors. In this they also offers the bed
and breakfast services and addition to this also offers the host living in the house.
 Food services- It is also an effective service which the Hotel South Lodge is provided to
their customers. In this concerned hotel offers the Restaurant and bars services, catering
services to their guests. In this hotel ensures that they provide proper meal, drinks and
other food services to visitors.
 Resorts- It is an service that a hotel offers to guests. This is located at nearby desirable
places like hills, seashores and many more (Salcedo, WHITE LION SA, 2018). In this
front desk office functions a Bell desk role which is based on proper caring related to
room hygiene, back field, luggage handling etc. In this they will ensure that garbage is
disposed and hotel facilities are safe.
Discuss key roles within front office department
Front office department is based on service delivery system where customers connect
with an organisation staff. In terms of Hotel South Lodge, front office department play vital role
that are majorly related to handling customers issues and queries. Due to front office
department , a business enterprise done their task in effective manner so that guests and visitors
are satisfied totally. It includes key roles that a front office department of Hotel South Lodge can
perform that are to be shown below:
 Reservation- Front office or a receptionists play a vital role in doing and managing
clients reservations (Stren, 2019). In terms of Hotel South Lodge, front office executives
focus on managing bookings done by using internet, e-mail, telephones etc. and also
maintains a credentials for every visitors when they check in and check out. Within this
technical department are always active and focus on opting advanced software so that
security related to reservations of clients are maintained securely. In this they also
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perform a role of ensuring maximum booking so that high profitable results are gained by
an organisation.
 Cash department & communication- In hospitality industry, communication and
accounting play a vital role in dealing effectively with customers (Wood, 2017). In terms
of Hotel South Lodge, front desk department perform a role of managing telephony,
guest communications, advertisements, payroll, currency exchange etc. In this front desk
executive also focus on providing security to client debit and credit cards so that large
number of visitors are attracted towards hotel.
 Porters- Within hotel industry, front desk department perform role of managing
customers accommodations services like taking luggage to rooms, collecting luggage
from rooms, parcel to guest and many more so that they feel satisfied with the company
regular services. In terms of Hotel South Lodge, front office executive focus on storing
client luggage from early to late arriving guests so that guests feel satisfied. In this front
desk department also emphasis on behaving well as per visitors choice and preferences.
By analysing above role of front desk department it is evaluated without front office services,
hospitality industry cannot effectively operate their activities. In this receptionists perform the
multi tasking jobs within service industry. Hence, it is very vital asset for the hotel.
Key roles within Housekeeping department
Hospitality businesses are operate for proper satisfaction and happiness of customers
within this housekeeping department is one of an essential department in a hotel premise. A hotel
housekeeper is mainly responsible not only rooms but the whole hotel cleanliness (Salvioni,
2016). It is an operational department which contributes in maintaining reputation of a business
in market. In terms of Hotel South Lodge, housekeeping department provides guests a desirable
room that satisfy the guest in hotel. This department is highly ensuring to provide customers
clean, attractive and welcoming atmosphere that reflects value for money. Within hotel,
Housekeeping department perform several key roles that are demonstrate below:
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Illustration 1: (Source: Housekeeping organisational chart, 2020)
§
Role of housekeeping
 Proper focus on polishing and dusting of room, hotel furniture and several other fixtures.
 Perform a key role of catering to laundry needs which includes dress of staff members,
clients clothing etc.
 Properly clean and sanitise toilets, baths, sinks etc.
 Effectively coordinate with other departments related to renovation of property when
needed by taking proper guidance with interior designers (Curry, 2019).
Role of housekeeping executive
 Perform role of managing and overseeing the cleaning services within Hotel South
Lodge.
 Inform the operation level housekeeping staff related to procedures and policies while
cleaning the hotel rooms so that guest are satisfied. They also perform a role of ensuring
care and comfort related to guest that helps in smooth running of housekeeping
department.
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 Perform role related to provide uniforms to all staff of Hotel and also gives them proper
inventories like goods in stock, property, content of building etc. for maintain adequacy
within the hotel premise.
 Housekeeping executive focus on performing a role of maintaining relationship with
other departments also so that operations and activities are to be performed smoothly
(Sundar, 2017).
Importance of forecasting linen stock and other guest supplies to ensure sufficient supply to meet
demand
In hospitality industry, services are consumed at rapid level as it depends on needs and
demands. At this it is vital for company to be aware about linen stock. Linen stock refers to an
inventory, equipments etc. that are needed to perform hotel activities in an appropriate manner
(Burke, 2017). There are several types of linen stock that includes bath- hand and bath towel,
wash cloths etc. beds- pillow, bedsheets, mattress cover etc. , table- napkins, table-cloth and
banquet linens. Further it also includes consumable and non consumable items that are core for
satisfy customers needs. All these are basic requirements of guests that are essentially fulfilled
by hotel. In case of Hotel South Lodge, executive housekeeping manager focus on timely check
whole linen stock by using computer software and sometimes personally.
If linen stock is not up to the mark then customers reviews the hotel in negative manner
that will affect overall brand image. Due to negative comments company growth and
development is slow down. In Hotel South Lodge, Linen stock are checked on regular basis so
that inventory remain full that are useful for customers to enjoy services in effective and proper
manner (Lewis-Newby and et. al., 2015).
After evaluating above analysis it is analysed that hospitality sector includes several
functions that are to be performed in an appropriate manner. In this front office and manager
play vital role to maintain linen stock because it helps in performing activities smoothly.
Importance of interrelationship between housekeeping and other key department to provide
quality provision and services
In service industry there are several departments that are useful to attaining goals. These
department are housekeeping, technical, maintenance etc. All these department perform
different role in hotel. In terms of Hotel South Lodge, several departments are working that are
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managed by superior. Interrelationship between housekeeping and other departments are
mentioned below
 Housekeeping& security(technical) department- In hospitality industry interrelation
between both security and housekeeping are essential. In this house keeping offers
satisfaction to customers and security department ensures safety of clients (Park, Kim
and Choo, 2017). In terms of Hotel South Lodge, ensures that these two departments are
working effectively so that large base of customers are satisfied. Due to this customers
information are safe and they also get the clean environment at premises.
 Housekeeping & FO department- In this front office departments reflects receptionists
services and without it no operations are perform smoothly. In this housekeeping
department follows all guidelines of front office such as taking customers luggage to their
rooms, solving issues etc. In terms of Hotel South Lodge, Housekeeping and front office
department are working coordinate effectively due to which services offered to
customers are satisfied them so that maximum profits are attained.
 Housekeeping and food and beverages department: Housekeeping department of the
organization focus on the effectiveness and hygiene of food and beverage department so
that they can provide effective growth and efficiency to the customers and increase the
level of effectiveness.
 Housekeeping and supply department: Housekeeping department enausre that they
provide list of various resources to the supply department so that they can provide on
time and effective services can be provided to the guest of the hotel.
Evaluate the relationship between housekeeping and other key departments
By analysing above interrelation it is stated that several departments perform their task
effectively due to which high profitable results are to be enjoyed. Because of positive
interrelation between housekeeping and other departments discipline and positive atmosphere is
to be reflected.
Importance scheduling maintenance or repair work to minimise disruption to guest
In hospitality industry scheduling maintenance is very essential because it helps in
eliminating disruption for guest (Carrim, 2016). In terms of Hotel South Lodge, maintenance
involves ceiling walls, electricity, elevators etc. Within this scheduling maintenance play an
essential role that are reflected below:
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Importance of Scheduling Work – Scheduling maintenance is very significant to attain
particular task and generate profits within specified period of time. Employees in hospitality
industry perform their activities appropriately for providing benefits to guests as per skills and
experts. In this maintenance workers also have responsibility for hygiene of areas of the hotel
premise. This department help the helps the accommodation services to done in most effective
manner so that effective outcome can be achieved. scheduling provide the effective services to
the customers so that they do not get disturbed on the time of check in the hotel.
Maintenance of Log Book – It is related to customers information that are listed through
the logbook. This data includes client information related to contact number, locations, check in
and check out time etc. This log book helps the manager of hotel to understand customers
preferences related to products. In terms of Hotel South Lodge, with the help of proper
maintenance of log book manager easily identify an interested area of customers so that high
profitable results are to be enjoyed. This helps the guests in the hotel to know about the timing
and schedule of their visit at the hotel and that helps to provide them effective level of
satisfaction and growth in the hotel.
Discuss importance of security within an organisation
Security department play an important because it offers protection related to all negative
factors like security from thief etc. It includes several importance of security that are stated
below in terms of Hotel South Lodge:
 Guest- To offer safety to client is highly essential from attacks and leaking of
information because it develops client trust towards hotel (Wang and Et. al., 2016).
 Staff- To offer security to staff members of Hotel South Lodge they focus on providing
insurance related to health protection.
 Guest Luggage- It is important to provide safety of luggage to guest so that high
satisfaction level are to be reflected.
Assess the role maintenance plays within the accommodation services
Maintenance department perform several role and activities so that everyone get
everything on time. In terms of Hotel South Lodge, maintenance department helps in managing
cost and ensures that everything provide to guest at best price so that high profits are to be
gained. It helps in managing everything so that everything is to be placed at own place and this
will reflect proper infrastructure. In this hotel staff several function like clean floors, walls,
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furniture etc. It is a major part of accommodation services within Hotel South Lodge in which
they offer unique services to their customers. It will be developed in continuous basis where
services are to be changed as per demand present in market.
Critically evaluate the importance of communication between the housekeeping and facilities
department
It is critically evaluated that communication is very essential within each and every
department to convey problems and task to other departments in an understanding manner. It is a
medium that is effective for business to enhance performance and proficiency. Within hospitality
industry communication between housekeeping and facility department helps in attaining the
targets related to high base of customer attraction within specify period of time. Proper
communication helps in reducing misunderstanding which reflects success of Hotel South
Lodge.
CONCLUSION
From above explained report it is to be concluded that accommodation services are very
prominent services within hospitality industry. It includes several roles and functions that are
preformed by front office and housekeeping department to enhance customer attraction. This
report also inculcates various benefits of linen stock and various other resources that helps in
managing the needs of guest by fulfilling all their requirements. This report also helps in gaining
the knowledge related to interrelationship between housekeeping and several other departments.
In this communication play a major role within growth and success of Hospitality industry. At
last it enhances the understanding based on scheduling maintenance and repair of work to
eliminates the disruption of visitors and offers quality services that reflects the best managing
accommodation services.
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REFERENCES
Books and Journals
Abed, F. and et. al., 2019. Scheduling maintenance jobs in networks. Theoretical Computer
Science. 754. pp.107-121.
Burke, T.B., 2017. Choosing accommodations: Signed language interpreting and the absence of
choice. Kennedy Institute of Ethics Journal, 27(2), pp.267-299.
Carrim, N.M.H., 2016. Managing religious diversity in the South African workplace.
In Managing Religious Diversity in the Workplace (pp. 135-158). Routledge.
Curry, W.S., 2019. Contracting for services in state and local government agencies. Routledge.
Gössling, S. and et. al., 2019. Towel reuse in hotels: Importance of normative appeal designs.
Tourism Management. 70. pp.273-283.
Lewis-Newby, M. and et. al., 2015. An official American Thoracic Society policy statement:
managing conscientious objections in intensive care medicine. American Journal of
Respiratory and Critical Care Medicine. 191(2). pp.219-227.
Park, D.B., Kim, K.H. and Choo, H., 2017. The development of quality standards for rural farm
accommodations: A case study in South Korea. Journal of Hospitality & Tourism
Research, 41(6), pp.673-695.
Salcedo, J., WHITE LION SA, 2018. Method, system, and software product for managing
people, goods and services using automatic identification technology. U.S. Patent
Application 15/928,814.
Salvioni, D., 2016. Hotel Chains and the Sharing Economy in Global Tourism. SYMPHONYA
Emerging Issues in Management, (1).
Stren, R.E. ed., 2019. African cities in crisis: managing rapid urban growth. Routledge.
Sundar, V., 2017. Operationalizing workplace accommodations for individuals with disabilities:
A scoping review. Work, 56(1), pp.135-155.
Wang, T., and Et. al. , 2016. Case study of integrated prefab accommodations system for migrant
on-site construction workers in China. Journal of Professional Issues in Engineering
Education and Practice, 142(4), p.05016005.
Wood, R. C. ed., 2017. Hotel Accommodation Management. Routledge.
ONLINE
Housekeeping organisational chart. 2020. [Online] Available through:
<https://www.lucidchart.com/pages/templates/org-chart/housekeeping-organization-
chart-template>.
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