Rocco Forte Hotel: Unit 7 - Managing Accommodation Services

This report delves into the management of accommodation services within the hospitality industry, using the Rocco Forte Hotel as a case study. It explores the crucial functions of the front office department, including guest registration, reservations, and information provision, highlighting its role in customer satisfaction and profitability. The report also examines the key responsibilities of the housekeeping department in maintaining cleanliness, interacting with other departments, and ensuring guest comfort. Furthermore, it emphasizes the importance of forecasting linen stock and guest supplies, as well as the interrelation between various departments to provide quality services. Finally, the report underscores the significance of maintenance, repairing work, and robust security measures in minimizing guest disruptions and ensuring a safe and positive experience.

Unit 7 – Managing
Accommodation Services

Table of Contents
INTRODUCTION...........................................................................................................................4
LO 1 ................................................................................................................................................4
P1 : Covered in power point presentation....................................................................................4
P2 : Covered in power point presentation....................................................................................4
P3 : Covered in power point presentation....................................................................................4
LO 2.................................................................................................................................................4
P4: Front office department and its functions in Rocco Forte Hotel...........................................4
P5: Key Roles of front office department in Rocco Forte Hotel.................................................5
LO 3.................................................................................................................................................5
P6 : Key role of housekeeping department in the Rocco forte hotel ..........................................5
P7 : Importance of forecasting linen stock and guest supplies to ensure sufficient supply to
meet the demand .........................................................................................................................6
P8 : Importance of interrelation among the different departments and housekeeping of Rocco
forte to provide quality services ..................................................................................................7
LO 4.................................................................................................................................................7
P9: The importance of maintenance or repairing work for minimize guests disruption............7
P10 : The importance of security in organization........................................................................8
CONCLUSION................................................................................................................................9
REFERENCES..............................................................................................................................10

INTRODUCTION
Accommodation services refers to hotels, guest house, resorts, rooms and buildings in
which someone can stay overnight and it has been the biggest sector of hospitality industry and
it is very important to manage such services Hotels have to manage these services on daily basis
specially on such places where people eat, sleep and stay (Birinci, 2018). In this report Rocco
fort hotel has been discussed. This hotel is a British hotel group which has established by Sir
Rocco Forte and their sister Olga Polizzi and headquarter is situated in London. This hotel is
providing their services in European cities, Saudi Arabia and China. This report elaborates
accommodation services and role of different grading and online review sites play when the
guest book the hotel. Besides this the role of front office department is defined in this report.
Apart from this the role of housekeeping department plays in serving these accommodation
services is described here. Except this, role of security plays in the hotel is classified in this
report.
LO 1
P1 : Covered in power point presentation
P2 : Covered in power point presentation
P3 : Covered in power point presentation
LO 2
P4: Front office department and its functions in Rocco Forte Hotel
It plays important role in hospitality industry it represents the organization. In Rocco
Forte Hotel front office department play vital role. It provides different services which include
guest registration, reservation, updates rooms, inquiry, information providing etc. In front office
department it their two important segments such as accommodation and reception in which they
include different services of hospitality industry. In Rocco Forte Hotel front office department
has different accommodation services which include housekeeping, issuing room keys,
engineering etc. and in reception it includes different services such as bell service, cashier, mail
and information sender etc.
Its main purpose is to provide best and premium services to their customer in industry so
that customer needs can be satisfied, and they can also rise their profit. Rocco Forte Hotel attract
more customer and rise more profits because they provide premium and luxury services and
their staff effective communication also attract upper class peoples to stay in the hotel (Hertzfled,

2018). For higher performance in Rocco Forte Hotel their front office department work in are
different shifts in morning-day shift, day-evening shift, and evening-night shift. It help hotel to
provide better performance and by this they can easily satisfy their guest and customer needs.
Basically front office department Rocco Forte Hotel is the face of and customer attract by their
service and roles and their presentation which are all depends on front office department so this
is play important role in Rocco Forte Hotel.
P5: Key Roles of front office department in Rocco Forte Hotel
It includes different customer related operations and services which includes guests
documentations, luggage service, daily administration, room service. Front office department
different roles are critically played important role for Rocco Forte Hotel to achieve their
objectives and to fulfilled customer satisfactions. Rocco Forte Hotel also have different roles of
front office departments which help them to complete and achieve their long term objectives and
targets the front office department roles may include head concierge, guest service manager,
night audits, reception manager, reservation manager etc. These different roles play important
role in Rocco Forte Hotel (Indriyanto, Kawatak, and Sahabat, 2019.). To satisfy customer
expectations these roles have different responsibility which help hotel to crate good relationship
with customers. To maintain good relationship with customer their staff must properly trained,
and they also be monitored when they provide services to the guest. It recommended that Rocco
Forte Hotel staff also be guided for proper trained for effective communication with customers.
Hotel business objective is connected with front office department and its operation and
functions so to achieve their long term goals they need to plan proper strategy for effective and
higher performance. As much as their functions are organized it will help Rocco Forte Hotel to
achieve and fulfil their objectives. Different roles and responsibility with effective performance
help hotel to increase their growth in hospitality industry and attract new and loyal customers
which help to increase their profitability.
LO 3
P6 : Key role of housekeeping department in the Rocco forte hotel
Housekeeping department of Rocco Forte hotel fall under the operations department. The
main objective of house keeping department is to ensure the cleanliness and to maintain the
attractiveness of rooms and public areas of the hotel (Perez, 2017). As Rocco forte is a luxurious
hotel so it is the responsibility of housekeeping department to clean the rooms, lobby, and all the

visiting areas of the hotel so the entire property of the hotel remain fresh and attractive and guest
can get a feeling like a home. Rocco forte hotel has a large employee base in this department as
compared to other departments. To provide best experience to the customers, housekeeping
department regularly communicate with the front office and update them about the status of
room. Besides this, the housekeeping department of Rocco forte, interact and communicate with
IT department of the hotel and let them know if they found any issues in the TV, AC, lightening,
and electronic failure so that customers don't have to face any problem while they access the
room. Rocco forte hotel has an executive housekeeper who provide all the data on daily basis to
the manger. This hotel has different departments and sections in the housekeeping so that the
hotel always remain clean. Apart from this, Rocco forte hotel always try to make sure that the
housekeeping department must have all the necessary equipments which they need while
cleaning the room. Besides this, hotel has provided different uniform to this department as well.
P7 : Importance of forecasting linen stock and guest supplies to ensure sufficient supply to meet
the demand
Linen stock refers to the proper inventory and stock which is important for the smooth
functioning and operations of the hotel (Hotel Linen and uniform, 2021 ). The forecasting of
guest supply in advance helps to increase the customer satisfaction. Rocco forte hotel maintains
the daily stock of inventories which is used in the hotel to provide high quality services to its
guest. Proper linen stock gives the comfort to the visitors as well. Linen refers to household
goods which is being used in the day to day operations of the hotel such as commercial fabrics,
bedsheets, bedding, towels and table clothes etc. The employees and staff of the hotel need to
forecast this linen stock to that guest don't need to face any issues in using this necessary goods.
Linen is a part of housekeeping department and Rocco forte has invested enough money in
maintaining such stock. Linens are very expansive and need proper maintenance. It is important
for the hotel to forecast the supply of linen along with the packaging, laundering, storage and
distribution of fresh linen in all the rooms of the hotel. Apart from this, the management of hotel
has to decide on how much quantity they need to buy the linen so that they don't have to face
shortfall. If the shortfall arises in the linen so the staff has to be liable for that, sometime they
may have to face the obligation of theft and misrepresentation. Besides this while forecasting of
linen, hotel management has to distribute the linen for hotel and restaurant as well.

P8 : Importance of interrelation among the different departments and housekeeping of Rocco
forte to provide quality services
Housekeeping department of Rocco forte plays a vital role in the hotel and offers clean,
classic and lavish facility to the guest (Mahardika, 2020). Due to the housekeeping department
visitors and guest don't have to face unhygienic and dirtiness in the hotel and they can enjoy their
quality time in Rocco forte. To provide high quality services to the customer it is important that
all the other departments of hotel work together with the housekeeping department, because at
the end the aim of all the department is to make high profit for the hotel (Housekeeping Co-
Ordination with Other Department., 2021). For that front office of Rocco forte provide all the
necessary information about the arrival and departure timing of the guest to the housekeeping
department so that they can clean the room.
In short the housekeeping department prepares the room and front office sell the room.
If there is a lack of interaction takes place among them it will become difficult for the front
office to sell the rooms (El-Said, 2020). Besides this, restaurant and Bar of Rocco forte needs
clean table clothes, outlets and napkins which is fulfilled by the housekeeping department and
keep the area of restaurant and bar hygiene for the guest.
Housekeeping department maintain good relation with IT department of Rocco forte if
they found any electronic failure in the room such as – TV, AC, lightening etc. so the guest don't
have to face any problem while assessing the room.
LO 4
P9: The importance of maintenance or repairing work for minimize guests disruption
Rocco forte hotels used maintenance schedule in such changing filter, boiler services and
some other automotive parts that might be need to run by robotic equipments, changing air as
well filters in manufacturing environments. The most common things that include in
maintenance scheduling are safety for guests staffing on regularly basis should be check hotels
bedroom, storage, conference room, locks of rooms and min entrance that could keep more
attraction towards their guests. Checking time to time fire extinguisher plus alarm also fails in
raising guests safety more. Many guests are spending money in finding their best
accommodation services. Water supply and drainage issue can be also created their problem for
guest, and they are more safety in providing orders as per their demands. Rocco forte exterior has
made online bookings and might be this also include parking area, developing them self enough.

Equipments for cleaning their areas, vacuum cleaners along with that having friendly staff in
making their guests more comfortable (Nagaj and Žuromskaitė, 2020). The hotels must be aware
of well-trained employee who often focused on their guests as much they can. While having
proper maintenance Rocco forte can increase customer satisfaction, reduce large number of
repairing scales, providing better quality of services to guests, employee have less overtime
furthermore continuous and smooth operation in hotels. Proper repairing can also have some
importance towards their customer which makes them more attract towards hotels in providing
them hot water or cooling water, heater, kitchen equipments as well laundry etc. All departments
in hotels should be contributed so that guests will not get confused moreover it can be
responsibility of engineering to operator building in regulatory compliance.
P10 : The importance of security in organization.
Rocco forte security is important because to keep the place with protect staff and
customer, assets as well as physical resources. Nowadays running business in hotels not so easy
as they have to face some challenges in task of getting customer before when they leave, theft or
fire. One of the biggest jobs for hotel for maintaining their security in making their more
customer, providing them facility, visitors and employees. With people going in night along with
thousands of keys are required at time of going out so that hotel security must be aware about
that and it could be important tasks for them. For preventing this hotel management' can hire
security which help them in preventing less damage, better emergency response, maintain proper
keys cards moreover trained staff in measure safety. As Rocco fortes hotel manager should be
aware about their safety and security that can be at first priority, but many staff members are not
skilled and professional so for that management can give them proper training (Newsroom,
2018). Do not give chance to customer in making staff or employee responsible in damaging any
property things. If crime happen hotel management have used CCTV, hidden cameras in open
area with accurate technology. It is also important in matching identification or information in
booking online registration if customer have used online bookings. Take care about privacy of
guests in implementing their security towards them. Security guards can help more to hotel in
identifying dangers areas, posting up of cameras, knowing best time for patrolling, understanding
their customer service.

CONCLUSION
After analysing the entire report it can be concluded that this report give the detailed
information about the management of accommodation services of hospitality industry and
different type of ownership in the hotel has elaborated. How the grading and online review sites
help the hotel to enhance its services has been explained in this report. Apart from this the role
and function of front office has explained here and how they assist the guest by solving their
enquiries has discussed in this report. The key roles of housekeeping department has defined
here and their efforts to make the hotel clean and hygienic. Apart from this the importance of
forecasting of linen has defined in this report, and the relationship between the different
department and housekeeping department of the hotel so that the guest need not bear any issue.
How scheduling is important in the hotel to minimise the disruption to guest is elaborated in this
report. Apart from this how a security plays a major role in the hotel has discussed in this report.

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