Analysis of Managing Accommodation Services at Bourne Leisure

This report provides a comprehensive analysis of accommodation services within the hospitality industry, with a specific focus on Bourne Leisure Ltd. It begins by introducing the importance of accommodation services and their role in attracting and retaining customers. The report then delves into the organization of front office functions, detailing key roles such as reservations and cashiering, and emphasizes the significance of staff training. It further explores the housekeeping department, examining its key roles in maintaining hygiene, managing linen inventory, and coordinating with other departments like the front office and maintenance. The report also assesses the importance of forecasting linen stock and scheduling repair work to minimize disturbance to guests. Finally, it discusses the importance of security and maintenance within Bourne Leisure, highlighting the interrelationships between different departments to provide quality services and ensure customer satisfaction. The report concludes by emphasizing the need for effective communication and coordination across all departments to achieve operational efficiency and customer loyalty.

Managing
Accommodation
Services

Table of Contents
INTRODUCTION...........................................................................................................................3
TASK 1............................................................................................................................................3
Covered in PPT.......................................................................................................................3
TASK 2............................................................................................................................................3
Explain the organisation of front office functions within a variety of accommodation service. 3
Discuss the key roles within the front office department for a selected organisation............4
TASK 3............................................................................................................................................5
Review the key roles found within the housekeeping department in a selected organisation5
Assess the importance of forecasting linen stock and other guest supplies to ensure sufficient
supply to meet demand...........................................................................................................6
Illustrate the importance of interrelationships between housekeeping and other key
departments within a selected organisation to provide quality provision and services..........7
TASK 4............................................................................................................................................8
Importance of scheduling repair or maintenance work to minimise disturbance to guests....8
Discuss the importance of security in Bourne Leisure Limited ............................................8
CONCLUSION..............................................................................................................................10
REFERENCES..............................................................................................................................11

INTRODUCTION
This report is based on the hospitality industry and how accommodation services plays
vital role in the success of any hospitality organisation. Hospitality industry is explained as the
providing excellent services to the guest or the visitors to make their experience better and it
helps hospitality organisation to retain their consumers. Hospitality industry comprises of hotels,
caterers and event planners. Accommodation services is explained as the services given by the
hospitality organisation to its consumers in terms of shelter, food and services and the effective
prices which is charged by the organisation. This report is based on the Bourne Leisure Ltd.
Which is based in the UK environment and provide accommodation services to their consumers
within affordable prices. This report helps in understanding the importance of accommodation
services with respect to the organisation and how these services play crucial role in attracting the
consumers and helps organisation in retaining their consumers (Adamiak, 2019).
TASK 1
Covered in PPT
TASK 2
Explain the organisation of front office functions within a variety of accommodation service
Every hotel in the hospitality makes sure that their front office is effective and efficient as
it helps in attending the consumers which have the queries regarding services of hotel and front
office helps in resolving the queries of the consumers. Front office helps consumers in
understanding the services which is provided by the hotel and helps them in understanding the
services which is offered by the hotel. Bourne leisure makes sure that their front office staff
should be capable and skilful in order to resolve the queries of the consumers effectively and
effective front office staff helps in attracting consumers by delivering right information. In the
accommodation services front office staff helps consumers in understanding the services offered
by the hotel and helps in understanding the prices charged by the hotel. Bourne leisure focuses
on training of the front office staff as it helps in boosting the revenues of hotel (Dolnicar, 2019).
Front office staff is first and last one which interacts with the consumers and front office staff
helps in creating the impression on the consumers. Effective front office staff helps in solving the
complaints of the consumers and handles it effectively. Front office manages the bookings of the

room by any mode such as internet or by e-mail, telephone, post etc. Front office makes sure that
hotel should be occupied and consumers of the hotel should be satisfied. Front office looks after
the maintenance of the rooms and handles all the payments by the consumers. Front office staff
responsibilities also security of the consumers and housekeeping which includes cleaning of
rooms, providing clean towels and bedsheets for the consumers. Front office staff plays vital role
in the success of any organisation as effective front staff helps in attracting and retaining the
consumers (Ho, 2017).
Reservation
It is explained as service of making advanced bookings of room and for accommodation in hotel
and Bourne Leisure focuses on making their reservation services effective by their front office
staff which which accept and rejects reservation made by consumer according to availability in
hotel. Reservation can be made through telephones, fax, e-mail etc.
Front Office cashier
Front office department of Bourne Leisure is responsible for making reservation and providing
accommodation services to consumer according to availability in hotel. Cashier of front office is
responsible for updating bills, keeping record of transactions and help in maintaining records
related with transactions. Bourne Leisure front office focuses on maintaining record of
transactions made by consumer which help in analysing their business.
Discuss the key roles within the front office department for a selected organisation

Bourne leisure is the chain of hotel which operates in the UK environment and the front
office staff of the hotel have several roles and responsibilities and in order to be effective Bourne
leisure provides appropriate training to their employees. Front office staff helps in attracting the
consumers and it helps in creating the impression on the consumers which motivates them to
choose Bourne leisure as their preference. There are different role of front office department in
Bourne leisure which are mentioned below:
Reservations
Bourne leisure front staff focuses on managing the reservations of the consumers by different
modes such as using online portal, different websites, e-mail etc. Managing reservation is one of
the vital responsibility of front office as maximum occupancy in the hotel helps in boosting the
revenues and attracting new consumers.
Auditing
Front office department makes sure that all the payments record should be kept safely and it
should be managed effectively and efficiently. Bourne leisure makes sure that their front office
department should have records of the every payment and it should be kept safely.
Housekeeping
Front office department helps in maintaining the room service for the consumers which includes
the cleanliness of the rooms and focus on maintaining the hygiene in the hotel premises as it
helps in maintaining the healthy atmosphere.
TASK 3
Review the key roles found within the housekeeping department in a selected organisation
Housekeeping helps in maintaining the hygiene in any organisation as housekeeping
plays vital role in managing the cleanliness in the organisation premises. Housekeeping plays
vital role in the hospitality industry as business of hospitality is based on the consumer
satisfaction and happiness. Housekeeping is the part of the hotel and organisation which focuses
on the cleanliness of the whole organisation and hotel . Housekeeping in Bourne leisure focuses
on the cleanliness of rooms and maintaining the linen inventory and makes sure that it should be
present enough in the hotel. Bourne leisure focuses on maintaining the ambience of the hotel as it
helps in creating a excellent first impression on the consumers and managers make sure that
hotel premises should maintain high standards of cleanliness and hotel atmosphere should be

welcoming and healthy for the consumers. The role of housekeeping in Bourne leisure includes
maintaining the linen in hotel rooms, restaurant and club and maintaining inventory of linen.
Housekeeping focuses on maintaining the decoration inside the hotel premises and focus on
providing the floral decorations for the hotel (Jacobs and et. al., 2017). Housekeeping have to
focus on the refurnishing in the hotel and coordinate with the management of the hotel during
refurnishing of hotel premises. The other role of housekeeping in Bourne leisure includes dealing
with the items of lost and found and coordinating with the HR team and finance team to
coordinate for the manpower and for the budget. Housekeeping department makes sure that
consumers should be satisfied and achieving maximum efficiency in care and comfort of guests.
Assess the importance of forecasting linen stock and other guest supplies to ensure sufficient
supply to meet demand
Forecasting is explained as analysing the future need of stock and maintaining that stock
for effective and efficient work process. Lines stock is the second highest cost to the department
and managers of hotel focuses on maintaining the inventory of linen effectively as linen is
considered as most important recycled item in hotel industry. Managers of Bourne leisure
focuses on implementing the policies and procedures in the hotel to maintain the hotel linen
inventory. Linen is classified into three different parts such as:
1. Beds: Sheets, pillows cases and mattress covers
2. Bath: Bath towels, hand towels and wash clothes
3. Table: Table clothes, Napkins and banquet linen
Linen management is a vital resource in the inventory of hotel industry as these days cleanliness
is preferred by the consumers (Killaspy and et. al., 2020). The lack of forecasting results in the
lack of planning for the inventory of hotel and it also affects the quality of services provided by
the hotel to their consumers and decline in the consumer satisfaction of the consumers. Other
inventories includes uniforms, equipment and cleaning supplies etc. Forecasting the need of
inventory helps in preparing the budget for the operations of hotel and helps in maximizing the
productivity and profitability of the organisation.

Illustrate the importance of interrelationships between housekeeping and other key departments
within a selected organisation to provide quality provision and services
Every department in the organisation plays vital role in formulating and implementing the
strategy and it is important for the managers of the different department to coordinate with other
department as it helps in maximizing the productivity and profitability of the organisation.
 Housekeeping have to effectively communicate with the front office as it helps in
exchanging the information regarding rooms.
 Effective communication between front office and housekeeping helps in assigning
rooms and makes sure that rooms shouldn't be assigned until they have been cleaned and
inspected.
 Housekeeping department have to coordinate with the maintenance department of the
hotel as it provides the electrical and mechanical facilities which makes the work
effective and efficient. Housekeeping employees work in the hotel premises and they
help maintenance department in finding the deficiencies in the hotel related to socket,
faucet or dripping units (Losada and et. al., 2017).
Interrelationship between different departments
Front office and Housekeeping
 Front office allots room to consumers according to availability and this cleanliness of
room depends on the housekeeping department which help front office in understanding
about availability of rooms in hotel.
 Housekeeping informs status of rooms to front office during check in and check out of
consumers.
 Housekeeping gives information about rooms after check out in terms of cleanliness.
Maintenance and Housekeeping
 Housekeeping have to focus on effective communication with maintenance department as
maintenance focuses on providing electrical and mechanical facilities and these facilities
help in comforting guest.
 Housekeeping department coordinate with maintenance about machinery used in hotel for
cleaning.

TASK 4
Importance of scheduling repair or maintenance work to minimise disturbance to guests.
Bourne Leisure Limited is the top hospitality company in UK which provides the best
holidays services to the customer. In order to maintain its customer loyalty organisation has to
work accordingly. For the comfort of the customer organisation should check all the facilities
which are provided to the customer so that customer should face any issue while the stay. In the
hospitality industry management should guide their their staff to check all the facilities like
electricity , cleaning ,plumbing,furniture before the customer check in. if in case there is any
default it can repaired so that customer cannot face issue and experience a comfortable stay. If
customer faces any issue while the stay then it effects the reputation of the organisation in the
market and its customer loyalty also because customer will provide the negative feedback about
the company which will also create negative in the mind of other customers which will affect the
growth of the organisation specially in the hospitality sector. In order to maintain its goodwill
company can also develop software so that customer can provide their feedback and suggestion
and organisation can develop the changes according to the requirement of the customer and if
they have faced any issue that can also be resolved and should not be repeated in future (Nepal
and Nepal, 2019).
Importance of maintenance department
 Maintenance department make sure that all mechanism and machinery related with
operations of hotel should work effectively and efficiently.
 Remove any kind of fault related with fans, light etc.
 Provide best operation system for hotel maintenance.
Discuss the importance of security in Bourne Leisure Limited
In the hospitality industry safety is very important to avoid mishappening which can
occur in future. Management should provide proper training to their staff so that they can ensure
safety in the organisation and can avoid risk which can occur in future. Staff should be aware
about how to be safe at the time of emergency such as fire, terror attack extra. They should know
how to use various equipments which are provided by the organisation so that they can stay safe
In order to provide safety to the customer management should check their id proof so that
terrorist cannot take place in the organisation. Management should also provide proper uniform

to the staff members so that proper management in the organisation can take place and also it
will provide the hygiene to the customer because when food is being prepared for the customer
there are chances of transferring dangerous substances but if the staff is wearing proper uniform
chances for this can be avoided easily . Staff should guide their guest about how to
communication with the management in case of emergency so that guest can feel safe in the
organisation and can enjoy their stay (Saayman and Van der Merwe, 2017). Management should
also provide first aid box in the areas where there are chances of injuries so that in case of
emergency individual can take help of it. Safety is very important to avoid the risk in the
organisation for this management has to provide proper facilities to the staff and the customer so
that company reputation can be maintained and organisation can earn profit.

CONCLUSION
This report concludes about the importance of accommodation services in the hospitality
industry and helps in understanding importance of accommodation services in satisfying and
attracting consumers. Accommodation services is explained as providing food, shelter etc. to the
consumers within affordable prices and providing services which can satisfy the needs and
preference of the consumers. Accommodation services in hotel is dependent on the different
department of hotel and every hotel makes sure that every department in the hotel coordinate
with each other effectively and efficiently in order to boost their profits.

REFERENCES
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