Managing Accommodation Services: Roles and Department Analysis

This report provides a detailed analysis of managing accommodation services within the hospitality industry, focusing on Marriott Hotel as a case study. It covers various types of accommodation services, different forms of ownership, and the importance of grading and classification systems. The role of online review sites is examined, along with the functions and key roles of the Front Office department, including reservation management, guest registration, and revenue management. Furthermore, the report explores the crucial roles of the housekeeping department, emphasizing forecasting linen stock, maintaining guest supplies, and the importance of communication with other departments like facilities management to ensure quality service and guest satisfaction. The significance of security systems and maintenance in providing a positive guest experience is also evaluated, concluding with recommendations for improving overall performance through technology and efficient management practices. The report concludes by underscoring the importance of each department's role in achieving business objectives and maintaining customer satisfaction.

Managing Accommodation
Services

Table of Contents
INTRODUCTION...........................................................................................................................1
LO1 and LO 2..................................................................................................................................1
Types of accommodation services-........................................................................................1
Type of accommodation services-..........................................................................................2
Different forms of ownership applicable to accommodation service ...................................2
Grading and classification system .......................................................................................4
Role played by online review sites.........................................................................................5
Function of the Front Office...................................................................................................1
Key roles of the Front Office department...............................................................................2
Conclusion and recommendation.....................................................................................................3
LO 3 and LO 4.................................................................................................................................3
1 Review the key roles that can found the department of housing within selected firm.......3
2.Explain the importance regarding forecasting linen stock as well as other guest to assures
sufficient supply to fullfill the demands.................................................................................4
3.Importance regarding relationship between other key departments and housekeeping with
hotel Marriot to give quality services and provisions............................................................5
4. Relationship between housekeeping department with others in Marriott to provide effective
quality.....................................................................................................................................5
5. Evaluate importance of communication between housekeeping and facilities department for
proving effective quality.........................................................................................................5
6. Importance of Scheduling maintenance to minimize disruption of guests.........................6
Discussion on significance of security system within enterprise...........................................6
Role of maintenance within accommodation service to provides guest satisfaction.............6
Critical evaluation on significance of communication between housekeeping department and
facilitates department..............................................................................................................7

CONCLUSION................................................................................................................................7
REFERENCES................................................................................................................................1

INTRODUCTION
Managing accommodation services into hospitality industry is essential for the success
and growth of business running under this sector. The accommodation service should be
controlled and managed by the hospitality companies so that they can render effective services to
their guest.
Marriott Hotel had its business operation all over the world. This has more than 30 brands
which are being operated under the brand name of company. They had 7,003 properties in more
than 131 countries across globe. The company had total revenue of 20.75 billion. The above
report includes the type of accommodation services that are available within the hospitality
industry. Report further carried forward with discussing front office department across
accommodation service. The report ends with determining contribution of department of
housekeeping for providing accommodation services to the guest. Exploring role security and
facilities have among accommodation services.
LO1 and LO 2
Types of accommodation services-
Overview of hospitality industry-
Hospitality sector includes the several types of services ad business which are related to
the consumer satisfaction and leisure. It is major section of service industry which include five
sub-sector in it which are lodging service, food & beverage, event and transportation & tourism.
They generally focus on rendering luxury, pleasure, enjoyment which are opposed with the
necessity of catering.
The accommodation service play and major role in this sector. As if any individual will
decide to have a tour they will further need an accommodation where they can stay along with
food and transportation which are basic requirement for travellers. It is the backbone of these
sectors (Saare and et.al.,2018). This includes motel, service apartment, hotel, resort, spas and
hostels in it. This contributes s huge amount into the industry each year. These service is helpful
in producing a maximizing experience to the travellers. It greatly contributes to the overall GDP
of the nation also that's why more and more travels and tourism is encouraged by government to
great extent.
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Type of accommodation services-
There are several kinds of services render by them to the guest. It can be stated below-
Restaurant-
This render sizeable portion to the guest in the premises. Some hotels with
accommodation service provide restaurant facilities to their guest where they can have their food
with accommodations.
Banqueting and the spas-
It comes under the luxurious services which are enjoyed by traveller along with
accommodation. These services had an extra charges with such which is to be included into the
traveller's extra expenses while having an amazing experience with the hotel. They also render
the banqueting services to the guest which includes the chef special dishes and special menu for
their guest so that they can enjoy the food.
Commercial and non-commercial business-
Commercial Business Non-commercial Business
This type of business pays tax further after
making a profit (Ho, 2017).
R serves are being make by companies for
business activities and employees tax is being
paid for it.
They had own shareholder and listed into
Stock Exchange.
They are owned by National, State or Local
Government.
Different forms of ownership applicable to accommodation service
OWNERSHIP Type DEFINITION EXAMPLES
Franchise It is the franchisor which
have providence to
franchises in regard to be
opportunity to make the
sues of brand name in
perfecter manner.
For egDouble Tree
2

Privately owned This is types of hotels
which is been privately
renowned and run through
the owner. In this have
taken all decisions which is
taken by the hotel opener in
respective amener.
For eg-Small boutique
hotels
Leased There are privately owned
but they have the given on
lease to someone deals
along with providence the
minimum rents have given
the leases.
For eg-Two to three star
hotels
Managed For example Motels.
3

Grading and classification system
Grading system Definition System Example
Five star grading
system
These rating are give to the
hotel which is providing the
luxurious along with flawless
which is required to guest
services.
Usually provided to
the services and
hotels which are
having respective
brand.
JW.
Marriott
Smart choice grading
system
This grading system is one
have providence to one which
is successful in creating in
values along with money in
customer.
It is to rank
establishment along
with providing
informations into
publicly.
The James
hotel
One star rating system This type of hotel been
operated and owned by single
owner which is unoffending
the services to modest
customer.
This affordable to
lone who have the
lower level o income
and modest reading's
to services.
Example
Motels.
Two star rating system These services which is being
organised and operated
Franchisee, as they have
providence housekeeping and
security services to guest.
This system is
generally to Days Inn.
Example
Econo
Lounge
Three star rating
system
It is basically are the hotel
which have providence the
services to guest which
provides upscale services like
stylish room, interruptive
decoration.
They provide guest
with higher range of
furnishings.
Double
Tree
4

Role played by online review sites
Online review sites which plays an importunate role in more manner to have assistances travelled
regarding proper chose to be making regardless acclimatisation according there precedences.
Such as the travel go is having the proper arrangement of guest books which have Stevenage of
individuals which is engagement in terms of recordings the high or low experiences. This will
make the hotel owners in order to leaves form it which makes the respective level of changes
required. They also have providence of informativeness id there is particulate level of existence
of any discount which is being offered into hospitality or organisation. This also helps in
providence major level of support over increasing guest experiences which also helps them in
gowning the business to certain extents.
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Function of the Front Office
One of the most important department of an organization is Front office depart of a hotel.
They help in maintaining and developing guest information, ensure guest satisfaction and
coordinate guest services. There are various functions of Front office department such as:
reservation, registration, room status, guest services etc.
Front office main function is to manage reservation process. All kinds of reservations or
bookings done by guest is managed by Front office whether they are advance bookings,
online booking, offline booking and many more.
Revenue management is another function of Front office as they are the one who establish room
rates for management of revenue and enhance their overall profit.
Front office also maintains guest registration at the time of check-in so that they can maintain
proper relationship with their guest.
They also manage guest information so that they can assist their guest by booking tours, making
other reservations etc.
They also provide required assistance to their guest such guest assistance for luggage.
Night Audits are also controlled by Front office to control jobs of Accounts receivable clerk,
prepare daily reports like revenue report, occupancy report to management.

Key roles of the Front Office department
In order to fulfil all the functions front office department, have various roles that further
helps them to meet their business objectives. Each role has their own responsibilities and are
interrelated to each other and are related to business objectives and mission. Some of the key
roles of Front office department are:
Front Office Manager:
Coordinate and leader’s front office department activities.
Acts as a link between front office employees and management.
Responsible for training, hiring, supervising front desk employees in order to maintain desired
standard of services.
Evaluate overall performance of all front desk employees.
Reservation Manager:
Handle all kinds of reservation whether they are guaranteed or non-guaranteed.
Provide management information to other departments such as guest arrival, VIP lounge etc.
Maintain guest data by check all kinds of mail, messages of guest with reservation documents.
Reception Manager:
Monitor and motivate all of their staff members so that they can focus on provide excellent
service to the customers.
Maintain high profile with guest.
Night Auditor: They are one of the most responsible front office employees during night shift.
Check all the guest accounts to identify all kinds of errors.
Prepare night audit report for GM
Check-in or check-out all the guest after 11 PM.
Head Concierge:
Arrange tours for guest and make reservations for them as per their requirement.
Maintain good relationship with local hospitality industry that provide accommodation services
and products.
Provide latest information about any kind of events to the guest.
Conclusion and recommendation
It has been concluded that Front office department plays a vital role in achieving business
objectives, maintain customer satisfaction level and maintain deaired position and positive
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reviews of the organization. It has been recommended that Front office department should use
latest technology in order to maintain their guest information, provide excellent service to their
customers. Usage of latest technology will also help them in improvising their employees overall
performance.
LO 3 and LO 4
1 Review the key roles that can found the department of housing within selected firm
Chart for housekeeping
Housekeeping duties
The marriot hotel have different roles as well as responsibilities that can be performed
through them. Main functions of this department is to give guest proper resources and venue
clean so that they are easily sanitise. Through giving the high quality services to the consumers
increase the goodwill of the Hotel Marriot. The employees who are included in this department
change the bedsheets on regular basis and make sure that all the things are sanitizing. They also
provides the dustbin to their room and make sure that floor of the bedroom is also clean that
keep the positive influence to the mind of the guests. These types of services makes the guest
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more comfortable and helps them to recognise the guest and next time also came in the same
hotel (Santin. and Cascales, 2017).
2.Explain the importance regarding forecasting linen stock as well as other guest to assures
sufficient supply to fullfill the demands
Linen stock's importance
It is very crucial for the department of Marriot hotel in forecasting the supply of linen
stock as well as the need of the other guest. For this they require to keep an eye to check how
much there is need of the linen stock in future. To meet the daily requirements of the daily
operations they must check the level of the suppliers (Santin. and Cascales, 2017).
FLOOR HAND
TOWEL
BATH
TOWEL
Floor matt Bath
Gown
Hand
Sanitizer
1 4 5 10 8 3
2 5 3 5 7 2
3 8 7 5 4 1
TOTAL 17 15 20 19 6
b) Importance of guest supply and inventory example
It is very crucial for the department of housekeeping to supply proper inventory so that they are
able to make their guest happier as well as stay at the Marriot hotel for long time. The major
responsibility of Linen keeper is to keep a control over the inventory that can be supplied to the
guest room. Also there is a requirement to track the inventory that have to do the work of
laundry. On regular basis laundry can assist the hospitality firm in increasing the customer's
loyalty.
product department frequency
Hand Towel Housekeeping 5
Bath Towel Housekeeping 5
Bath Gown Housekeeping 5
Soap Housekeeping 5
Sanitizer Housekeeping 5
4