Report on Managing Accommodation Services at InterContinental Hotels

This report delves into the intricacies of managing accommodation services, using InterContinental Hotels as a case study. It begins by examining the scale and size of the accommodation sector within the hospitality industry, supported by statistical data on UK and London hotel performance from 2012 to 2016, and explores different ownership models, including private, leased, managed, and franchise hotels. The report then investigates the role of grading, classification systems, and online review sites in influencing booking decisions. Subsequent sections focus on the organization of front office functions, key roles within the front office and housekeeping departments, the importance of forecasting stock, and the interrelationship between housekeeping and other departments. The report also emphasizes the significance of scheduling maintenance to minimize guest disruption and the importance of security within a selected organization. The report provides a comprehensive overview of the key operational aspects of hotel management, offering valuable insights into the industry's practices and challenges.

MANAGING
ACCOMMODATION
SERVICES

Table of Contents
INTRODUCTION...........................................................................................................................1
TASK 1 ..........................................................................................................................................1
P1. The scale and size of the accommodation services available in the hospitality industry....1
P2. The different types of ownership available to accommodation services..............................5
P3. Role of grading, classification system and online review sites for booking
accommodation...........................................................................................................................6
TASK2 ............................................................................................................................................7
P4. The organisation of front office function within a variety of accommodation services.......7
P5. The key roles within the front office department of Inter Continental Hotel.......................7
TASK 3 ...........................................................................................................................................8
P6. Key roles found in the housekeeping department ................................................................8
P7. Importance of forecasting stock and other guest supply to meet the demand......................9
P8. Importance of interrelationship between housekeeping and other key departments..........10
TASK4 ..........................................................................................................................................10
P9. Importance of scheduling maintenance or repair work to minimise disruption to guests.. 10
P10.Discuss the importance of security with in a selected organisation...................................11
CONCLUSION..............................................................................................................................12
REFERENCES .............................................................................................................................13

INTRODUCTION
Hospitality management is the combination of various professional practices linked with
management of hotels and resorts. It is concerned with the use of management concepts in the
filed of accommodation and guest services. Hospitality industry is one of the fastest growing
industry in the world. This is because the various hotels are trying their best to serve their
customers in the best possible manner(Bushra, 2012). The functions of hospitality management
aims at providing excellent services to the guests. Hotel taken for this project report is Inter
Continental Hotels group. It is one of the biggest hospitality company and its headquarter is
situated in UK. The company has approx 500 hotels in almost 100 countries in the
world(Intercontinental PLC 2019). The major motive of Inter Continental Hotel is to improve its
business by satisfying the needs of their customers. The topics covered in this project report will
be the roles and responsibilities of the front office department, various types of accommodation
services available, etc.
TASK 1
P1. The scale and size of the accommodation services available in the hospitality industry.
The hotels in UK provides employment to large number of people and help them in
improving their living standard. Hotels in United kingdom is considered as the best investment
option for various countries. As these hotels helps in providing one of the best services to its
customers(Chan and Lam, 2013).
1. The analysis will deal in the sample of 649 hotels in UK. The growth rate of hotels in UK
is rapidly increasing from past seven years.
UK Hotels CAGR
2012 2013 2014 2015 2016
Occupancy 74.4 76.5 77.6 78.4 77.8
Year-on-year growth (%) 2.80% 1.40% 1.00% -
0.80%
1.1
AARR 89.22 88.8 91.55 95.8 97.28
Year-on-year growth (%) -0.50% 3.10% 4.60% 1.50% 2.2
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Rooms Yield 66.4 67.96 71.03 75.08 75.64
Year-on-year growth (%) 2.30% 4.50% 5.70% 0.70% 3.3
Fig : Performance of UK Hotels for the year 2012-2016
Fig : Performance of UK Hotels for the year 2012-2016
Interpretation- From the above graph it has been noticed that the capacity of daily rooms raised
by 0.7% The major reason behind the marginal growth rate was because of the decrease in the
performance of occupancy. And there was a slight increase in AARR by 1.5%
2. Performance of the hotels of London from 2012 to 2016.
London Hotels CAGR
%(2012-
2016)
2012 2013 2014 2015 2016
Occupancy 81.4 82.8 82.6 82.8 81.6 0.1
Year-on-year growth (%) 1.80% -0.20% 0.20% -1.40%
AARR 89.22 88.8 91.55 149.7 151.45 0.5
Year-on-year growth (%) -0.80% 0.90% 0.90% 1.10%
Rooms Yield 120.65 121.75 122.61 124 123.58
Year-on-year growth (%) 0.90% 0.70% 1.10% -0.30%
2

Fig : Performance of UK Hotels for the year 2012-2016
Interpretation- The performance of the hotels of London was constant in 2016. But the
occupancy decreased by 81.6% due to this the supply was affected. There was a increase in
AARR by 1.1 % but the overall performance was not increased. This directly resulted in the
downfall of marginal yield by 0.3 % . Major changes will be required to enhance and improve the
overall performance of the hospitality industry. By implementing these changes supply can be
improved and maintained properly.
3. Category segment performance.
Segment (AARR) 2012 2013 2014 2015 2016
Deluxe (>£150) 4.50% 0.10% -1.80% 0.80% 1.60%
Superior deluxe (>£200) 5.90% 0.10% -3.30% -1.50% 4.10%
International deluxe (£150-
200)
1.70% 0.40% 1.40% -0.80% 4.70%
First class (£100-150) 3.20% 1.90% 2.80% -2.30% 0.00%
Business class (£75-100) 1.10% 3.50% 4.10% 6.60% -14.00%
Tourist (<£75) -4.70% 1.70% 9.90% 7.50% -1.50%
Town house/boutique (>£100) 3.00% 2.00% -0.50% 4.10% 7.90%
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Fig : Performance of UK Hotels for the year 2012-2016
Interpretation- There was a raise in AARR in London because of the increase in demand of the
supply. Some of the major hotels witnessed increase in the performance of various hotel
segments. This resulted in rise in room yield capacity by 7.9% But the business hotel witnessed
decrease in the room yield by 14%.
4. Mid market room yield growth rate.
Rooms yield growth regional hotels
Segment(AARR) 2012 2013 2014 2015 2016
Country House
>£80 2.10% 6.00% 5.50% -0.90% 1.00%
£70-£80 0.20% 4.00% 8.40% 7.00% 4.70%
£60-£70 1.40% 3.80% 9.20% 5.90% 6.40%
£50-£60 2.20% 2.80% 10.70% 8.50% 7.70%
<£50 - 4.10% 5.00% 17.90% 14.00% 5.30%
4

Fig : Performance of UK Hotels for the year 2012-2016
Interpretation- Regional market witnessed a positive growth in various segments which
resulted in increase in performance. Room yield in mid market raised by 7.7 % and 6.4%
resulting in the growth of various hotels. The overall scale and size of accommodation sector is
also at the growth stage and due to this better use of opportunity can be taken by the organisation
to increase its sale and profitability.
P2. The different types of ownership available to accommodation services.
Ownership is the legal rights which the individual has on the property. The property can
be a real estate or a intellectual property. The ownership in hotel is basically of four main types
which is discussed below-
 Private hotels- These types of hotels are generally owned by a single individual but the
investment is done by many other people(Cosgrove, 2018). One of the major advantage
of these types of hotels is the decisions regarding the management is taken by the
individual. This avoids the chances of conflicts and disputes in the management. The
profits and revenue generated by the hotel will not be shared with other investors. The
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disadvantage of privately owned hotel is the installation and other cost will be beard by
the individual.
 Leased hotel- Under this the owner of the hotel comes in a legal contract with the other
company or leasing the hotel. The owner of the hotel agrees to pay a fixed amount of
money as a rent. This type of business generally involves high degree of risk because if
the hotel is unable to generate good amount of money than the owner might get less
return from the market.
 Managed hotels- In this type of hotels a management company is hired for managing the
task and operations of the hotel. It will be the responsibility of the management company
to take logical decisions regarding the functions of the hotel. If the owner of the hotel has
less knowledge regarding the hotel management than opening this type of hotel will be
the best option(Das Adhikary and et. al., 2016).
 Franchises- In this type of hotel a fixed amount of money is paid to the national chain
for using the logo and name of the hotel. The biggest advantage of these types of hotels is
the brand name of the company will be increased and more and more customers will be
attracted. As they will each a good experience and their needs will be satisfied even if
they are travelling from one place to another.
These are the various types of accommodation services which can be used by the
customers of hotel. With the help of these services expectations of the customers can be fulfilled
as they will be getting wide range of options to choose the best accommodation service for the
satisfaction of their need. Leased hotel is one of the best accommodation service which can be
used by the hotel to enhance the satisfaction level of its potential customers.
P3. Role of grading, classification system and online review sites for booking accommodation.
Different individuals will be having different needs and expectations from the hotel they
are going for a stay. It is the duty of the hotel to take care of the needs and wants of the customer
who has booked accommodation in their hotel. The management of the hotel must know what to
offer to its customers so that they are satisfied with the services. Online review will also help the
guest in setting their expectations from the hotel. As by reviewing the views customer will have a
idea about the brand image of the hotel. The major benchmarks for regulating the grading and
online review are discussed below-
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 Essential- In this the customers checks the essential elements of the room and hotel
before finalising the hotel(Enderwick, 2013). This will include a clean and tidy room,
friendly and cooperative staff, a comfortable bed and other basic amenities. Major
example of this includes- professional and cooperative staff, good restaurant facilities
and a clean room.
 Basic- Basic requirements of the customers needs to be taken into consideration by Inter
Continental Hotel. The preferences of the customer regarding the meals and snacks must
be asked by the guest. Complementary services can be offered to the customer to
increase their satisfaction level. For example- basic facilities like water must be provided,
the customer services must be proper, preference regarding meal can be asked.
 Nice to have- A warm welcome of the guest must be done by the employees of Inter
Continental Hotel. As this will create a positive point in the mind of the guest. The
examples of this can include- free Wi-Fi, laundry services and good room services.
 Luxury- This will include the safety of the female guest who books a room in the hotel.
And satisfying the customers by providing them Spa and other facilities.
 Hyper-luxury- Inter Continental Hotel must give special treatment to the customers as
soon as they enter in the hotel. The golf course of the hotel is also providing maximum
satisfaction to the potential customers. This can include- golf course services and private
kitchen to the guest for making their beverage.
Grading and classification systems plays a vital role when potential guest book their
accommodation in a particular hotel. This is because with the help of grading, classification and
online review customers can decide to book a room in particular hotel or not. For example- if the
online review is positive than guest can make plans to stay in a hotel while on the other hand if
reviews are not positive than guest will not feel like visiting the hotel. With the help of grading
and classification visitors will be able to book their room as per their budget.
TASK2
P4. The organisation of front office function within a variety of accommodation services
The welcome of the guest is generally done by the front office or reception department of
the hotel. As it is the first point of interaction with the guest. The functions of the front office is
discussed below
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Reservation- In this function the request for reserving the accommodation for the guest is
done. The members of the front office department interacts with the guest. Telephone facility is
given to the guest for solving their queries and problems. This must be done in the sequential
manner without wasting the time of the valuable customers(Gu, Ryan and Yu, 2012).
Reception- The formalities for booking a room is done by the members of the front office
department. Rooms are assigned to the guest and basic facilities are provided to them so that they
can get maximum satisfaction. The basic equipments required for its proper functioning
includes- computers, fax machines, etc.
Concierge- In this the guest is received and greeted by the security guard of Inter
Continental Hotel. The individual carries the luggage of the guest in a trolley and drops the guest
and their luggage to their rooms. The major tools used by the members of the front office
department is luggage trolley. As with the help of this tool they can easily carry luggage of
visitor.
P5. The key roles within the front office department of Inter Continental Hotel.
There are several role of the front office department in Inter Continental Hotel. These
roles includes- dividing the work in the coordinated manner, building a proper working
environment in the hotel, assigning the roles and responsibilities to the subordinated, etc. If the
front office department fails in performing such roles than the working of other department gets
affected. So for the smooth running of the activities of the hotel front office department is
required. Guest handling is one of the major role of this department. The major roles are
discussed below-
 Front office manager- A front office manager is the one who heads the front office
department. The manager handles and manages the resources in the best possible manner.
So that the major goals of the department and hotel is achieved. It is the duty of the front
office manager of Inter Continental Hotel to guide its subordinate in the effective and
efficient manner. With the help of this other departments will also be able to perform
well.
 Reservation manager- The reservation manager of Inter Continental Hotel must have
proper knowledge about the reservation system. So that appropriate information can be
given regarding the price of tours. The reservation manager helps in dealing with the
guest in the polite and coordinated manner. It is the duty of the reservation manager to
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provide proper training to his subordinates so that they are able to serve the guest(Ihsan
and Alshibani, 2018).
 Guest service manager- The major role of guest service manager is to maintain a proper
record of the details of the guest. These include- mails received by the guest, necessary
information for the guest must be transferred to them without wasting a lot of time.
 Night audit manager- The night audit manager generally works during the night hours
and ensures that the hotel is secure during the night hours. The manager and his
subordinates works in night shifts.
These were some of the major roles which the employees of Inter- continental follow. With the
help of these roles goals and objective of the hotel can be easily achieved. This is because each
and every activity will be planned and coordinated in a systematic manner. The manager of Inter
Continental Hotel must try to focus on saving the cost of the hotel so that good amount of profit
is generated by the hotel.
TASK 3
P6. Key roles found in the housekeeping department
The housekeeping department manages and organise the rooms in the most desirable
manner. This department helps in maintaining cleanliness in the hotels rooms. Inter Continental
Hotel must try to facilitate proper functioning of the housekeeping department. As is this
department fails to do the work properly than the guest will not be satisfied and the brand image
of the hotel will be affected. The major key responsibilities of housekeeping department of Inter
Continental hotel is discussed below-
 The work must be organised and supervised by the housekeeping manager on daily basis.
So that the guest have a good image about Inter Continental Hotel and the customers of
the hotel is increased.
 Best facilitates are offered to the customers and their needs and preferences are taken into
consideration(Kim, Lee and Ham, 2013). The rooms can be decorated and cleaned
according to the guest demand. This will also lead to increase in experience of the
potential guest of the hotel. Customer will be more satisfied if rooms are cleaned and
decorated as per their preferences.
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 The housekeeping department will be headed by the housekeeping manager who will
guide and motivate its subordinates to achieve the targeted goals in the adequate manner.
P7. Importance of forecasting stock and other guest supply to meet the demand.
The availability of the stock be ensured by the department of Inter Continental Hotel. As
is there is less stock than the necessary supplies may not be provided by the housekeeping
department in the rooms and bathrooms. The major reason for providing such supplies to guest
is it becomes difficult for the guest to carry every basic article with them. The major importance
for forecasting is discussed below-
 Bedding supplies- This type of supplies includes bed sheets, pillow covers, mattress,
etc. are provided to the guest. Telephone and intercom services are also give to the
guest. So that in case of any problem or query the guest can contact with the hotel.
 Hospitality Tray- Tray will consist of tea bag, coffee, sugar and other essential items.
This can also include salt, pepper, spoons, electric kettle, water bottle,etc. By using these
facilitates the guest can make beverage according to their choice and need.
 Linen stock- A pair of linen is generally kept in the hotel rooms so that guest can use it
as per their need. This is done so that the customers are satisfied by the services of Inter
Continental Hotel.
 Vanity tray- These types of tray involves shampoo, conditioner, body wash, soap, etc.
Inter Continental Hotel can also provide shower cap, ear bud, moisturiser and cream.
These supplies needs proper forecasting so that any problematic and uncertain situation can be
avoided. Forecasting is important because it guides the management in taking better decisions
for the future course of action. The hotel must ensure maximum out of these stock so that
goodwill of Inter Continental Hotel is maintained. By using appropriate forecasting technique
management of the hotel will be able to increase the brand image in a systematic manner. With
the help of forecasting better competition can also be given to the competitors because innovative
ideas will be used to enchance the experience and satisfaction level of potential visitors.
P8. Importance of interrelationship between housekeeping and other key departments.
The mid point of a hotel is known as housekeeping. It work as a wheel who connect with
all other department in a direct or indirect way. Housekeeping department perform as a team
between all departments.
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Relationship with front office- housekeeping and front office are very close to each other.
Housekeeping department is responsible to keep clean the room. While front office sale those
room which are prepared by housekeeping and when guest leave the room then they tell to
housekeeping department than they make used room again in shape. If these departments are not
able to function in proper manner than guest might not be able to get better services.
Relationship with food department- before a restaurant and kitchen open in a hotel the
housekeeping department check and clean them. So the proper hygiene can be maintain before
deliver of the food. As with in a restaurant and outlet clean napkins, table clothes are also
checked by the housekeeping staff(Prajogo, McDermott and McDermott, 2013). It is the duty of
food department to provide hygiene food items to the customers. So that their satisfaction level is
increased.
Relationship with security department- the rooms available in a hotel are a private place for
the guest. May be there is a guest who is taking advantage of privacy by performing any illegal
activity in the room so it is duty of housekeeping department to take action or they provide
information about those guest to top level management.
TASK4
P9. Importance of scheduling maintenance or repair work to minimise disruption to guests.
To keep the maintenance is first priority of a hotel because it is the major factor which
can be observe by the customer whenever they enter in the hotel. To attract more customer and to
make secure the loyalty of existing customer it is necessary for every service industry to
monitor the maintenance in short term intervals. It include clean hall, rooms, furniture etc. Like
Inter continental hotel focus on their cleanliness and customer experience which create a
goodwill of them in service industry. Some services that can come under maintenance are as
follow.
 Inventory management- it include all resources which are used by hotel to provide
hospitality to their customer like bed, sofa, air-conditioner etc. To keep check that all
electrical equipments are working properly, to ensure that water tap are working
effectively, Rooms are not bordered with any bed smell. So customer cannot feel lack of
service in hospitality. There is sufficient space in rooms so that customer does not feel
that rooms are heavily equipped(Prayag and Hosany, 2015).Scheduling ,maintenance and
repair work is very much necessary for the hotel, as with the help of this guest will not
11

face any kind of problems during their stay in hotel. There experience level will be
increased because every thing will work in a proper manner.
 Benchmark- Another step is to set up the benchmark for work culture. So employees
perform their duty by putting more efforts to match output result with their particular
standards. Like Inter continental hotel has a policy that they will always go for brand if
any event is going to happen in their hotel they always use branded products for the
satisfaction of customer. With the help of this hotel will be able to set standards,
comparison between actual performance and planned performance can also be done by
the hotel in the efficient manner.
P10.Discuss the importance of security with in a selected organisation.
Inter continental operating his business in the sector of hotel and hospitality with 12
different brands so they have to go with more facility like safety and security of customer. As a
hotel it is necessary to provide some special care to their customer so their loyalty could be retain
for a longer period. There are large number of customer with different backgrounds that stay
together so it is necessary to keep their elements secure. Some types of security that came under
this are:
 It include the safety of the external environment by which hotel is surrounded. Like
proper green garden, clean roof, proper hygiene food etc. to cover the interior of inter
continental hotel with security system like cctv so there are proof is available in the case
of any mishappen. Many hotel today also focused on parking facility and safety of
vehicle of there customer.
 The second is about safety of person- like person who are staff and customer of a hotel.
For the staff hotel should provide a healthy working environment. Proper facility of
lockers to keep their material safe. Entrance with card or biometrics so another person
cannot enter in staff premises. For security of guest like to provide them locked rooms.
So there luggage would be safe. Lift and other facility are working properly because
more comfortable facility can retain our customer for a longer period(Yan, Shen and
Kong, 2016).
 Last but not least to maintain the record of staff and guest with copy of their identity
card. Service of technical equipments in regular intervals. To keep necessary resources
12

with them like first aid kit, biometrics, fire-extinguisher etc. and default equipment
should be changed or repair as what is necessary and possible in time.
CONCLUSION
From the above given report it has be concluded the it is very much necessary to manage
the operations and activities of the hotel in the coordinated manner to satisfy and serve the
customers in the appropriate manner. The front office department can use its various roles and
responsibilities to guide the employees of the hotel. Proper forecasting techniques can be used to
manage the stock and supplies for the guest. So that the future demands can be fulfilled. Every
department in the hotel is inter- related with one another. So the planning can execution of the
strategies can be done using the various theories and practices of the hotel management .
13

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Online:
UK Hotel Market Statistics. 2018. [Online]. Available through:
<https://www.ons.gov.uk/aboutus/transparencyandgovernance/freedomofinformationfoi/
ukhotelmarket>.
Intercontinental PLC 2019. [Online]. Available through:
<https://www.ihgplc.com/en/about-us/our-history>.
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