Unit 7: Report on Managing Accommodation Services - Paddington Hotel

This report provides a comprehensive analysis of managing accommodation services, focusing on the functions of the front office and housekeeping departments. It explores the key roles within the front office, including managing guest relations, reservations, and revenue generation, and their impact on achieving organizational objectives. The report also details the key roles and responsibilities of the housekeeping department, emphasizing the importance of maintaining cleanliness, managing linen stock, and fostering positive interdepartmental relationships. Furthermore, it evaluates the importance of maintenance, security, and communication in ensuring guest satisfaction. The report utilizes the Paddington Hotel as a case study to illustrate these concepts, discussing forecasting linen stock and the relationships between housekeeping and other departments to provide effective quality service and positive guest reviews. The report concludes by evaluating the role of the front office in achieving positive reviews and overall guest satisfaction.

UNIT 7
Managing Accommodation
Services

TABLE OF CONTENTS
PART-A ..........................................................................................................................................3
PART-B ..........................................................................................................................................3
INTRODUCTION...........................................................................................................................3
Function of front office with three different types of accommodation provider....................3
Key roles of front office department in meeting organisation objectives..............................4
Conclusion that evaluates role of front office in achieving positive reviews ........................4
Key roles found within the housekeeping department...........................................................5
Importance of forecasting linen stock....................................................................................5
Importance of interrelationship between housekeeping and other departments....................6
Evaluate relationship between housekeeping and other department to provide effective quality
................................................................................................................................................6
Importance of maintenance or repair work to minimise disruption of guests........................7
Importance of security............................................................................................................7
Role played by maintenance department within accommodation services in ensuring guest
satisfaction .............................................................................................................................8
Importance of communication between housekeeping and other department.......................8
CONCLUSION................................................................................................................................8
REFERENCES ...............................................................................................................................9

PART-A
Covered in PPT
PART-B
INTRODUCTION
Key roles found within the housekeeping department and importance of linen stock and
ensure proper supply of goods and services to meet demand. Relationship between housekeeping
and other departments are discussed to provide good quality services to customers. Importance of
maintenance, security, finance and communication between housekeeping department and other
department is discussed. Relation of housekeeping department with repair department and other
departments are also discussed.
Explaining the function of front office department with reference to three different types of
accommodation provider
Functions of front office
It helps in managing all the activities of the hotel. They help in generating revenue for the
organisation. They contact with guest and gather information about their arrival and make
arrangement according to the need of the customer. The department is also responsible for
answering queries or doubts of the guest and provide them proper information. They act as
public face and create image in front of guest by greeting them. It provides assistance to guest
during their stay, food and beverages and receives payment from the customers.
Front office includes reception, housekeeping, sales and marketing. They create first
impression in front of the guests or customers. Front office manager is responsible for registering
guest name and details, managing reservations, giving information about rooms and rates
(Sandhu and et.al., 2017). Sales and marketing department of Paddington hotel make innovative
and creative strategies for the promotion and attract new customers. Marketing manager uses
social networking sites, newspapers, hoardings, pamphlets for advertising. Today people are
more active on social sites so marketing staff can give advertisements on Instagram, Facebook ,
twitter etc. Front office performs various duties like to greet guests and make arrangements for
their welcome, organise and maintain files, maintain updated documents etc.

Hotels: In hotel, a manager is responsible for keeping the record of customers. Further,
hotel unit is responsible for communicating with the guest and make arrangements for the
welcome of customers. They need to respond to customers call and make arrangements
according to the need of guest.
Resorts: It provides comfortable services and facilities to the guest. They have to prepare
list of customers and personally check the arrangements and rooms before the arrival of guest
(Yasa., 2019). They provide best services to the customers so that high level of satisfaction can
be evolved. The prices of resorts are not so high.
Guest house: In this the owner is responsible for making arrangements. Front office
manager is responsible to supervise front desk and reservation. They make all the arrangements
for the guests and receives payment for the services.
Analysing the key roles of front office department in meeting organisational objectives
There are various roles that are performed by front office manager in achieving
objectives of the organisation. Some key roles are, they create guest database in which they
maintain proper list of guest and keep the record. They ensure that guest is receiving good
services and they are not facing any problem by taking feedback from the customers. The
objective of front office manager is to satisfy customers by providing them good quality of food
and fulfilling their needs and get good reviews from them. Front desk manager coordinates with
other departments such as food and beverages, housekeeping for cleaning, repair and
maintenance, parking department for satisfying customers and profit of the company will be
increased.
When front office manager will perform duties properly by answering the queries of
customers on time, their all needs are fulfilled and guest give good reviews. When proper
communication will be there between office and food and beverage department, housekeeping
manager, guest will be satisfied. All the information is given by front office manager regarding
the arrival of guest, their requirements. They inform various departments such as cleaning, repair
, maintenance, kitchen staff about arrival of the guest and arrangements are made accordingly.
They make arrangement to greet clients and set positive atmosphere for them. Front office
manager coordinates with parking department for parking guest’s vehicles in the parking area of
the hotel.

There are many duties and responsibilities that manager has to perform to satisfy
customers and for smooth running of the hotel. Proper coordination will help all the departments
in doing their work properly (Prawira and Suwandana., 2019). Every department receives
information from the front desk manager about guest and according to that work is done by
housekeeping staff, food manager, repair and maintenance staff to satisfy the guest by receiving
good feedback from them.
Evaluating the role of front office in achieving positive reviews
Front desk manager perform positive as well as negative role in satisfying customers and
enhanced guest satisfaction. Managers of Paddington hotel provides good services to customers
and they focus on attracting more customers. They manage all the activities properly and
instructions are given to the staff to work good and respond to the questions of customers. Front
office department helps in achieving positive reviews from the customers and enhance guest
satisfaction (Yilmaz., 2017). Manager sometimes did not answer the phone calls or not able to
solve the query of the customers by which guest are not satisfied.
Communication skills of manager of front office of Paddington hotel should be good, it
creates good impression on the customers. All the instructions are provided by front office so it
is important that manager should be talented and have innovative and creative ideas to impress
the guests. The staff should provide fast services to the guest to create a good impression on
customers and gain positive reviews. Sometimes, the staff members did not talk properly with
the guest which creates bad image in the market.
When hotels receive good and positive reviews then grading will improve. This helps in
building good image in the market (Killaspy and et.al., 2020). The front desk manager should
give advertisements on online sites like, trip advisor, price line etc. and also makes its own
website in which all the information should be provided. If the marketing strategy is good then
more customers are attracted. All the guest are interacting with front desk for any query or if they
need any information. So, they should have the ability to influence or convince the guest. The
office manager can take feedback by interacting with them face to face or before guest leave
feedback form should be given which is to be fill by the customers. Front desk manager keeps
feedback form with them and give to guest to give the ratings for the services provided by the
staff of the hotel.

Reviewing the key roles found within the housekeeping department
There are many roles within the housekeeping department. They help in achieving
positive reviews and feedback from customers and helps in satisfying guest. The various roles
played by housekeeping department are:
 They ensure that good standards of cleanliness should be provided to the guest. Before
the arrival of the customer’s rooms should be clean properly and managed. It is the
responsibility of housekeeping department to clean all the rooms before arrival of guest
and after the checkout as well (Bigby and Beadle‐Brown., 2018).
 Housekeeping department is responsible for maintaining floral decoration and interior
design.
 Proper arrangement should be made for welcoming the guest by the department.
 Housekeeping manager maintains proper stock so that there will be no shortage of
inventory or stock.
Housekeeping department helps in receiving positive reviews from the customers and
provide good services to the guest. They also maintain good relationship with other departments
like, food department, repair and maintenance department, laundry department, etc. Paddington
hotel focuses on satisfying customer and al the responsibilities are divided among the staff. All
have to do their given work on time to satisfy customers (Bakker and Twining-Ward., 2018).
Assessing the importance of forecasting linen stock
It is essential to forecast or estimate the need and requirement of inventory in the
Paddington hotel. Effective policies and procedures should be place to control and monitor linen
stock. This helps in smooth working of the hotel and minimum stock will be maintained to meet
the requirements and need of the customers. Forecasting is planning for future need and
requirement. It also helps in making proper budgets for the future need and proper utilisation of
resources is done (Wilson and et.al., 2020). Linen stock are items that can be recycled and it is
the responsibility of housekeeping department. The executive housekeeper is responsible for the
storage of linen stock, issuing, use and replacement of stock. Keeping a regular check on linen
stock is priority for hotel.

Generally, there are three types of linens, beds, bath and table. Beds include bedsheets
and pillows must be cleaned. In bath it includes towels, wash clothes and table includes table
cloth. Forecasting helps in maintaining proper stock and inventory. Lack of linen stock will
affect the profit of the hotel (Prayag and Ozanne., 2018). In Paddington hotel housekeeping
department maintain records of linen stock and they keep minimum stock and inventory to meet
the daily requirements. Forecasting is important as it helps in making proper plans to meet future
needs.
Importance of interrelationship between housekeeping and other departments
Housekeeping department plays a crucial role in the hotel and they have to interact with
all the other departments in hotel. Housekeeping department is connected with front office,
laundry, sales and marketing, finance, repair and maintenance and many other departments.
Timing of housekeeping department is affected by the requirements of front desk, repair , food,
decoration. For division of rooms housekeeping department communicate with front office
manager.
Front office department gives list of arrival of guest to housekeeping department so that
rooms can be cleaned and well managed. All these departments help in satisfying customers and
attract more customers. Front office manager cannot give rooms to the guest that are not clean by
housekeeping department. They also interact with human resource department when they need
new staff, grievance procedure, etc.
Housekeeping manager maintains relationship with security and maintenance department
(Bilbao-Terol and et.al., 2017). When they are cleaning rooms if the staff found anything
suspicious they will inform to security department. Housekeeping department is connected with
almost all the departments in the hotel.
When manager of housekeeping department needs money for buying something they
contact to finance manager to provide them funds. They have to make payment for buying things
required for cleaning and some advance amount given to the staff.
Evaluating relationship between housekeeping and other department to provide effective quality
The main goal and objective of the hotel is to satisfy customers and attract new
customers. All the departments like, housekeeping, front office, laundry, maintenance, repair all
have one objective that is to build good relation with customers. In Paddington hotel

housekeeping manager maintains sufficient stock to meet the requirement of the guest. For
special occasions housekeeping department communicate to banquet department for linen stock.
For food and beverages manager has to interact with kitchen department.
Housekeeping department communicate with repair and maintenance manager if they found any
issue in the switch board or any wire which is not fixed. They can give this information to repair
manager and then they will check before the arrival of guest. Housekeeping staff interacts with
security department for any suspicious thing they found while cleaning the rooms.
As housekeeping department has to communicate to other departments for making proper
arrangement before the arrival of the guest. This helps in providing good services to the
customers. Effective communication is necessary for receiving positive feedback from the
guests. In Paddington hotel every department depends on other department and there is effective
communication between them. Housekeeping department contact HR for recruitment of new
employees required for cleaning.
All the departments contact with each other for making proper arrangements. For
welcoming guests front office is responsible for making plans and they can contact with finance
department for providing them funds. This effective communication and coordination helps all
the department in providing effective quality to the customers.
Housekeeping department interact with finance department for the funds required to buy
normal things that are required for cleaning like, soaps, empty waste baskets, microfibre cloth,
different types of brushes for cleaning. So, for buying all these things and meet daily expenses
housekeeping staff takes money from office.
Examining the importance of maintenance or repair work to minimise disruption of guests
Maintenance and repair department help in minimising disruption of guests as if there is
any deficiency like, electrical sockets, leakages in pipes, cleaning, catering, technology, water ,
heating . Hotel can use latest technology like phone for example when customer will check out
then an alert notification will be received by reception department. So, for solving all these
issues maintenance and repair manager is responsible. If needed repair work is not carried out
guests don’t get value
for money.

Unattended repair or maintenance can be a health hazard. It is the duty of repair manager
to ensure that all the rooms are checked and there is no issue. If guest will face any problem then
they will not give good feedback and this is not good for hotel (Van der Merwe and Saayman.,
2017). In Paddington hotel, before the arrival of guest all the rooms are checked properly.
Discussing the importance of security within selected organization
Security is important for each and every organisation and it is important to maintain
proper arrangement for safety of customers. In Paddington hotel, security department prevents
from theft and fire. Every customer wants safety and security, so at every floor there are cameras
which will be helpful if any issue arises. Security guards are also available all the time for the
safety and security of the guest. If any issue arises then it is the duty of the security department to
solve the problem without disturbing other departments (Van der Merwe and Saayman., 2017).
Security department can communicate with other departments like housekeeping for gathering
information.
Assessing role played by maintenance department within accommodation services in ensuring
guest satisfaction
Maintenance department helps in ensuring guest satisfaction as when guest enter in room
they want that interior should be good.. If all the things are properly arranged in the room and
maintenance of room is done on time like renovation of room, designs etc. then guest will like all
these things and they will be satisfied (Ho., 2017). If all the things are managed properly then it
will help in building good image in the market. In Paddington hotel, maintenance manager
checks all the rooms. This help in building good public relation and create image in the market.
Importance of communication between housekeeping and other department
Communication is important between housekeeping and other department. Proper
interaction helps in managing all the activities properly. Housekeeping department is one of the
important department and it maintains proper relation. Front office communicates information
about guest arrival and according to that all other arrangements are done. Communication has
positive impact as well as negative impact on other departments. If communication is less
effective then message will not reach to department properly . Front desk should interact

properly with all the departments. Improper communication can lead to misunderstanding and
then conflicts arise among the staff.
CONCLUSION
From the report it can be concluded that, there are different roles and functions of front
office. Role of front office is important in achieving positive reviews and enhancing customer
satisfaction. Importance of forecasting linen stock to meet demand is discussed. Relationship of
housekeeping department with other department and importance of communication is discussed.
Front desk manager has many duties and responsibilities in achieving organisational goals. They
influence and convince customers by answering their all the queries. Housekeeping department
helps security manager, repair and maintenance manager in giving them information.

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