Accommodation Services: Front Office, Housekeeping, and Maintenance

This report delves into the intricacies of managing accommodation services, using Claridge Hotel as a case study. It examines the crucial functions of the front office, including reservation management, guest relations, and revenue generation, highlighting their impact on customer satisfaction and brand image. The report then explores the key roles of the housekeeping department, emphasizing the importance of cleanliness, linen management, and its interrelationships with other departments like the front office, maintenance, and food and beverage. Furthermore, it assesses the significance of forecasting linen stock and scheduling maintenance work to minimize guest disruption. The report underscores the importance of security within the organization and how it contributes to providing quality services and maintaining a positive guest experience. The analysis provides a comprehensive understanding of the interconnectedness of various departments in ensuring smooth operations and delivering exceptional accommodation services.

Managing Accommodation
Services

Table of Contents
INTRODUCTION...........................................................................................................................3
TASK 1............................................................................................................................................3
Covered in PPT ...........................................................................................................................3
TASK 2............................................................................................................................................3
P4 Explain the front office function in variety of accommodation service ................................3
P5 Discuss the key roles within front office department for chosen company ...........................4
TASK 3............................................................................................................................................5
P6 Key roles of housekeeping department...................................................................................5
P7 Assess the importance of forecasting linen stock and other guest supplies to ensure
sufficient supply to meet demand................................................................................................6
P8 Importance of interrelationships between housekeeping and other key departments within
an organisation to provide quality provision and services...........................................................7
TASK 4............................................................................................................................................8
P9 Importance of scheduling maintenance work for minimising disruption of guest.................8
P10 Importance of security within a selected organisation.........................................................9
CONCLUSION................................................................................................................................9
REFERENCES..............................................................................................................................10

INTRODUCTION
Hospitality sector is becoming more important in people's life as it bring the different
types of products and services that fill the customer's demand and provide them satisfaction. In
changing environment, needs and wants of people is changing day by day where it is needed for
organisation to provide the quality of products and develop the business performance.
Accommodation services means to provide room, lodging, building, and shelter for staying and
feeling good (Prayag and Ozanne, 2018). To understand about hospitality and accommodation
services Claridge has been selected that is 5 star hotel providing different types of food and
accommodation services to their clients. This was founded in 1812 for the purpose of delivering
best quality of hotel services. The report covers types of accommodation services, role of the
front office department, contribution of housekeeping department in providing accommodation
services and role facilities and securities that can help to grow the business continuously.
TASK 1
Covered in PPT
TASK 2
P4 Explain the front office function in variety of accommodation service
In accommodation sector, front office is consider as main area where guests and visitors
arrive and they have first interaction with front office management. This is main department
which represent the whole organisation and influence customers to buy the products and
services. In relation to Claridge Hotel, front office is important as it is responsible for creating
first hand impressions, answering the queries, generating the revenues, and satisfying the
services (Shin, Perdue and Kang, 2019).
Function of front office in Claridge
 To reserve the room as per guest requirement and helping in filling the form.
 Handling the guest complaints
 To deal with accidents within a hotel To keep in contact with housekeeping and make sure to guest that their room are poperly
clean and fresh.
Function of front office department in Bed and break fast

 This guide the guest during stay, completing their period, making payment, food &
beverage, and accounts that can help to attain the high range of customers.
 To dealing with guest room issues and making guest comfortable. The front office department of Claridge Hotel, know the taste of their customers and
provide the kind of food.
Function of front office department in Guest house
 Offering guest a beverage before going or settle in to their rooms.
 The front office involves reservation, reception desk, front office, cashier, telephonic
operator (Tontini and et. al., 2017).
 The front office making the guest comfortable and providing them various services.
Therefore, from the above analysis, it has explained that front office is the main function
which require to perform very carefully as it satisfy the customers and increase the business
performance. This can help to increase the number of guest as they wants better accommodation
services.
P5 Discuss the key roles within front office department for chosen company
In Claridge Hotel, front office department is consider as main department which manages
all order, booking, and personal data of their customers. This play an important role in retaining
the customers and increasing business performance. The role of front office department in
Claridge Hotel are as explained:
Key functions of front office department in hotel
 In Claridge Hotel, front office perform the core operational function by understanding the
query of customers and giving them proper response.
 Front office act like public face and maintain a good market image by greeting the
customers.
 The front office is responsible for managing the reservation and cancellation of booking
via online or offline method.
 It collect the data and record them in their system which can help to provide the services
again and increase the satisfaction level.
 This is responsible to provide the full details of accommodation and other facilities that
can help to attracts number of customers.

 The front office of Claridge Hotel confirm the reservation of guest room and arrange all
personalized services and also keep special arrangement for VIPs.
 This provide the good quality of hotel services and increasing the brand image by
responding properly.
Thus, front office department of Claridge Hotel is playing important role in different
components which make sure customer that organisation is providing better quality of food and
accommodation services. This can help to increase the business performance and attaining the
higher brand image. The front office department represent their brand by handling all queries,
managing information, and delivering the quality services.
TASK 3
P6 Key roles of housekeeping department
The main role of hospitality business is to organise and deliver all services that is use for
formulating better customer relations in order to fulfil needs and wants of consumer. So
housekeeping department perform an important role and this aids to manage all work by
providing clean and comfortable room to guest. In context of Calridge's housekeeping
department perform an important role as establishing themselves as an operational department
that is responsible for maintenance, cleanliness and maintaining fresh environment within back
and surroundings area of hotel. Some of the key roles of housekeeping department are mention
as follow:
 Role in accommodation services- The main role of housekeeping department is to
ensure high standard related with cleanliness. This is also used to keep all areas clean
by maintaining schedule for cleaning of room and time-management also help
housekeeping department to not disturb customers while cleaning the room and other
areas of hotel.
 Formulation of positive atmosphere- With establish of clean and positive
environment this is easy for hospitality business to manage their work in proper
manner specifically to welcome guest. From perspective of Calridge's welcoming
atmosphere aids to formulate reliable services that generate appropriate balance
between customer and employer to exchange services and monetary amounts.

Further, it also helps to increase number of customers by formulating courteous
environment in organisation.
 Providing linen- With providing linen among the rooms, banquet hall, restaurants
and conference venues it is easy to maintain clean environment among the
organisation. Further, this also refers providing linen aids to perform all work in a
clean environment. On the other side, providing linen is a main role of housekeeping
department because this helps to clean staff uniform and also guest clothing that
increase number of repetitive customers for Calridge's.
P7 Assess the importance of forecasting linen stock and other guest supplies to ensure sufficient
supply to meet demand
Linens is one of the most important item that is recycled by housekeeping department and
this also refers that executive housekeeper are responsible for maintaining lines. On the other
side, linen or cloth material perform an important role and it aids to manage and keep clean all
room. Executive housekeeper are responsible to deliver better linen items in order to increase
number of customers through delivering high value to customers. On the other side, the cost
related with housekeeping department to manage linen is at second highest position that increase
Calridge's cost of operations. Monitoring of linen stock is important because it helps to perform
all work with linen stock that improve goodwill of organisation in a competitive market by
attracting customers in proper manner.
On the other side, policies and procedures perform an important role and they are used to
manage all work in an organised manner because it helps to perform all task with decided actions
and steps. On the other side, by formulate of effective policy management obtain longer results.
In case of Calridge linen it is also important because this helps to manage inventory in a
systematic manner. Further, effective policies also helps to manage cost related with Linen by
use of appropriate policies.
Linen management is also important because each guest demand for crisp that are clean
and hygienic. Calridge's maintain their linen stock at priority as it helps to satisfy guest needs in
proper manner and it also helps to enhance goodwill of organisation through fulfilling customer
needs and wants.

P8 Importance of interrelationships between housekeeping and other key departments within an
organisation to provide quality provision and services
In the present scenario, there are different task performed by organisation and it include
different department. This refers there are various roles such as accommodation services, food
management, organising events etc. are managed by Calridge's. This refers housekeeping and
other department perform their work in a coordinated manner to obtain effective results. It also
determine an individual department of a hotel is not able to perform work in an isolated manner.
So importance of relationship between housekeeping department and other department is
mention as follow:
 Relationship between housekeeping and front office- Rooms are the major concern
for both departments and this is also important for department to exchange all
information related with room status. This determines both department interact with each
other because this helps them to deliver or provide clean rooms to guest. In context of
Calridge housekeeping and front office exchange the list of expected arrival and
departure of guest for the day in advance and it results all exchanged information helps
to keep clean all room in proper manner.
 Relationship between housekeeping and maintenance department- In the present
scenario, maintenance department provide the facilities related with electrical and
mechanical aspects. This is used for contributing better comfort to guest and also
improve efficiency of staff to fix all equipments in a proper manner.
On the other side, it is also analysed that close relationship between both departments is
important and this results all work is scheduled in proper manner. So it helps housekeeping
workers to monitor all hotel aspects such as to identify fault in electrical socket, leaking of pipes
etc. This helps to improve better infrastructure of Calridge's hotel by reporting and improving
deficiencies related with internal hotel structure.
 Relationship between Housekeeping and Food & Beverage Department- It is
consists of both service and kitchen staff. The main concern of restaurant and banquet
halls is to provide appropriate provision related with linen and uniforms.
For this housekeeping department perform an important role and this aids to perform all work by
providing appropriate stock of linen. This also demand about restaurant and banquet functions to
look all essential equipments by providing clean uniform to daily basis through communicating

with housekeeping department. Calridge's hotel improve their food services that aids to increase
profits by formulating appropriate communication channel.
TASK 4
P9 Importance of scheduling maintenance work for minimising disruption of guest
Hotel maintenance is explained as the work that is undertaken for keep, improve and
restore about all part of building. Calridge's hotel perform their work by managing schedule that
is accepted by organisation to generate standard which is used for sustaining value and utility of
building. Accommodation services and facilitates manager are the persons who ensure ground
and building of accommodation provider is safe and well-maintained. In the context of respective
organisation, this is identified facilitate manager prefer to minimise guest disturbance to manage
all work with matching it according to expectations of customer. Some maintenance aspects that
is adopted by Calridge's are mention as follow:
 Routine maintenance- This is related with general update of property and it occurs on
constant basis such as to update information on regular and weekly basis. The factors
of routine maintenance include sweeping carpets, cutting grass, replace of fault
electrical equipments etc. This results routine activities is managed by housekeeping
rather than to identify large faults. It is also important for management because this
helps for completion of work properly to maintain routine that minimise guest
disturbance and aids to maintain infrastructure on routine basis.
 Scheduled maintenance- All scheduled activities take place at the hotel and this is
used to perform work according to formal basis. Like, work orders generate key
elements in communication through which work is managed by managing all work in
an organised manner. This define executive housekeeper perform an important role to
maintain staff roles and completion of task with decided schedule. It indicates all work
is completed in proper manner by use of relevant information. With decided schedule
this is also understand that work and maintenance is completed in a coordinated
manner to minimise interruption in guest experience.

P10 Importance of security within a selected organisation
This is crucial for Calridge's to provide safe environment to guest as well as personnel for
performing their work in an organised manner. Guest or individual who visit hotel understand
and analyse that they feel safe and secure in hotel.
These is important for staff to secure and protect guest by inducing effective policies and
security methods because it aids guest to feel safe environment in organisation. Further, Guest
protection, guest luggage and hotel equipment are the major areas that is protected by hotel
management to perform work in an appropriate manner. Further, hotel security is a biggest job of
hotel management because it helps to provide security services that protect customer, staff,
visitor and property of hotel. But Calridge hotel face difficulties because a lot of individuals visit
hotel at same or within short intervals.
On the other side, the major focus of organisation is to ensure physical aspect of security
because it helps to protect against theft, fire, unwanted guest and many more. So this is important
for management for completion of task by managing work that provide safety by completing
work with security methods.
Managing of service related with guest security aids to restrict entry of guest and
inducing camera circuits. Moreover, the security of guest is most important because it impacts on
operations of hotel such as low or inappropriate services reduce productivity of hotel services
due to which it is difficult to match with guest expectations and requirements and this results
profits for organisation is reduced.
CONCLUSION
With the analyse of above report it is concluded that managing accommodation services
is one of the complex task for a hospitality organisation. Housekeeping department perform
different roles such as to formulate positive environment aids to manage all work in an organised
manner. Analyse of linen stock also improve goodwill of organisation in society through
providing appropriate and clean linen to customers. Interrelationship of housekeeping
department with front office and maintenance department improve productivity of organisation.
In the last, importance of security for a hospitality business is also included to perform work with
understand of guest requirements.

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