Marriott Hotel: Managing Accommodation Services Report and Analysis

This report provides a detailed analysis of managing accommodation services within the hospitality industry, using the Marriott Hotel as a primary example. It begins with an overview of the accommodation sector's role, types of services offered, and ownership models, differentiating between comm...Read More

Managing
Accommodation
Services

Table of Contents
INTRODUCTION...........................................................................................................................1
LO1..................................................................................................................................................1
Explaining kind of the accommodation services available among hospitality industry-.......1
LO2..................................................................................................................................................4
Discussing the roles of Front Office department across accommodation service-................4
LO3..................................................................................................................................................6
Assessing the contributions of department of the housekeeping for rendeing effective
accommodations service-.......................................................................................................6
LO4 .................................................................................................................................................9
Researching role Facility and the securities plays among accommodation service-..............9
CONCLUSION..............................................................................................................................10
REFRENCES.................................................................................................................................11

INTRODUCTION
Managing accommodation service in the hospitality sector plays a essential role
its growth or development. If the accommodation service are effectively managed and
controlled then number of guest to the outlet could also enhance.
Marriott Hotel is third biggest hotels chain around world. It has over 30 brand with
the 7,003 properties in all 131 countries across the globe. The total revenue of company
are US$ 20.75 billion. The above report includes explaining kind of the accommodation
service available among hospitality sector. Report carried forward with the discussion of
the Front Office department within accommodations service. Assessing contribution of
the housekeeping departments for rendering effective accommodations service. Report
ends with exploring role facilities and securities play within accommodation services.
LO1
Explaining kind of the accommodation services available among hospitality industry-
Overview of the hospitality industry and the explanation of how an
accommodation sectors contribute to the industry as whole-
It is refer to variety of the businesses and service that are linked to leisure &
consumer satisfaction. It is the part of service industry and this includes five main sub-
sector that are food & beverage, lodging services, event, food & beverage and tourism
& transportation. It mainly focus on the idea of pleasure, luxury, experience &
enjoyment, opposed to the catering for essential and necessities.
The accommodation sector play an essential role in hospitality sector. As when
an individual travel firstly they will need, primary accommodation then other two
transportation and food. The accommodation sector is veritable backbone of hospitality
industry. This will include hotels, resort, motel, hostel, time-sharing plans and service
apartments, etc., They contribute a billion of pounds in revenue to the hospitality
industry each year (Novacka and et.al., 2019). This sector plays important role in overall
traveller experience of visiting the place. It is the biggest component of the traveller's
expenditures. It largely contributes to the GDP of the nation.
Evaluating various type of the accommodation service founded across sector and
difference among commercial and the non-commercial businesses-
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There are various types of services which are provided by the accommodation
sector. Some of them are described below-
Restaurant-
Restaurant provides the sizeable portion of hospitality industry as whole. Along
with that they render the restaurant services to their guest along with accommodation. It
renders budget or limited services as it does not have that much of option and
affordable by every traveller's.
Private dinning-
Private dining is the service which are provided to the guest where they can
enjoy their leisure time with their family and loved ones. It is the middle range services
which is provided under the accommodation service (Chibili, 2017). It allows there guest
to have personal dinning where dishes could be decided by guest and served in the
private zone.
Banqueting and spas-
It is the luxury service which is given by hotels to their guest along with
accommodation facility. These services some time included into the accommodation
charges and sometime it could be extra charged. This luxury services can be enjoyed
by guest and further having an amazing travel experience with good accommodation.
Difference among commercial and the non-commercial business-
Commercial Business Non-commercial Business
Commercial businesses making profits
and further pay taxes on them.
Non-commercial business make reserves
from the business activities and pay
employee taxes.
Commercial business has their own
shareholders and if it is big enough then it
could be listed on the Stock Exchange
(Porcu and et.al., 2019).
These businesses are owned by State,
National or Local Government or are
limited by Guarantee.
Explaining various types of the ownership applicable to the accommodation
services, using example throughout-
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There are various type of the ownership applicable to the accommodation
services this is stated below-
Independently owned Hotels-
One individual is named as owner but along with that there are some investor in
this model of ownership. The owner had an autonomy in the decision-making. For
example- Hotel could decorate their bed and breakfast hence they can modify their
hotel for accommodating the personality and custom of community where the hotel is
located.
Chain Hotel Management-
There are many individual owner hotels, thus more and more motel & hotel are
getting affiliated with each among. This render advantage of the big central company
rendering management service, reservation service, expert manpower specialities,
financial strength, promotional and merchandize help (Rathore, 2017).
Management Contracts-
These are hotel management enterprise who operate business which is owned
by the other entities. In few cases, owner of the hotel arranges for running the property
by this management contract with enterprise which had specialization in managing
hotels.
Franchise-
In this type of hotel ownership model, some amount of fee is paid to national and
local chain for utilizing the logo, name or management protocols within their business.
The travellers will seek this as they had expectation of the amenities and quality which
is offered by the brand.
Referral group-
It is also the kind of hotel franchise. Referral group is type of the hotel which is
independently operated but manage affiliation with the given chain (Ramos and et.al.,
2018). For staying with chain, hey had to meet the minimum criteria which had been
decided.
Discussing classification and grading system, evaluating role played by when
actual guest looking for and booking the accommodations; including example of
the classification system or grading utilized in kind of the countries-
Classification system are placed for rating the hospitalities establishments on the
facility, service, values for the money, cuisine, accommodations and the overall
experience. There are six type of classification system which are- AA, Egon Ronay
Michelin, Tourist Board, RAC and Gault Millau (Yusof and et.al., 2017). In United
Kingdom and Philippines hotels are rated on the basis of stars which ranges from one
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star to five star. In Australia star rating trademark and individual accommodation rating
scheme is used which is owned by Australian Auto Clubs.
Michelin Star-
This is awarded for the excellence of food in restaurant. This star is awarded to
some restaurant only, in 2004 Ireland and UK's only 3 restaurant has been honoured
with rating of three star. The inspector visits restaurant and further rate them on the
basis of these categories that is A 3 star, A 2 star and A 1 star.
The British Tourist Authority-
The RAC and AA team up for inspecting and rating hotel's quality and further rate
them on diamond and star rating. The star ratings is utilized with restaurant & hotel
whereas diamond ratings are utilized for rating accommodations without restaurant that
are B&BS, small hotels and guest house (Melissen, van Ginneken and Wood, 2016).
Assessing role-played by online review site that are Trip advisor when the actual
guest looking and booking accommodations-
When the potential traveller book the hotel they will review the online sites
comments such as Trip Advisor and if hotel had good review then only individual will
prefer to have accommodation there along with that they will also see the rating of that
hotel and as per their preference and needs consumer will select the hotel for
accommodation. Thus, high rating and positive review enhances the number of
accommodation in hotel whereas the low rating and negative review declines the
number of guest significantly.
LO2
Discussing the roles of Front Office department across accommodation service-
Explaining functions of the Front Office related to the various type of
accommodations providers-
There are various functional area of the front office some of them are explained
below-
Reservations- The front office response to the requests for reservations by consumer
and further maintains and manage the records of reservations. They can further reject
or accept reservations made by the guest through various mode such as e-mail,
telephone and online etc (Goryushkina and et.al., 2016).
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Reception- Front office provide information which are related to room, hotel and
facilities and any other queries related to the service and accommodation further. They
all handle call, e-mail and message by guest and responds to them.
Guest Services- Under this all guest service related activities could be easily fulfilled.
Concierge- This department renders all service related to the concierge and bell desk.
Night Audit- The night auditor audit all bill of guest which are accepted from the
cashier of front office. The preparation of every transactions for the accuracy or clarity
further proved it.
Analyzing main roles of the Front Office departments for meeting company's
business objective-
The several functional role of the Front Office departments which could managed
by the staff of this department. The manager, staff, reservations manager and
receptions manager handle the front desk, welcomes guest, help them in room check-in
& check-out, making payment and handling queries of guest. Guest service manager
and head concierge handle the all guest related service and manage it (de la Peña and
et.al., 2016). Night auditor maintains accounts of the hotel and prepare daily report to
the management. Thus, all this is helpful for the Marriott Hotel to manage all service
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properly in premises and satisfy their consumer and render them an amazing
experience with hotel and encourage them to visit again. Hence, the more and more
consumer attraction will enhance the overall profit and revenue and business objective
can be effectively achieved.
Critically evaluating role of the Front Office for gaining constructive review and
increased satisfaction of the guest-
Front office play essential role for rendering guest a high quality service. This
department of the hotel actively responds their guest queries and always there to help
them if it is needed. By this they could easily satisfy their consumer and thus positive
review is given by the guest if they are fully satisfied with the hotel's services. The Front
Office is helpful for achieving their overall objective and enhancing sales and revenue of
hotels (Manoharan, Sardeshmukh and Gross, 2019). The guest can be effectively
service by the hotel if they had skilled and efficient front desk staff. Front desk must be
active and quickly responds to the guest effectively so that there issues could be sought
out, and they enjoy services given by them.
LO3
Assessing the contributions of department of the housekeeping for rendeing effective
accommodations service-
Major role founded within housekeeping departments-
Housekeeping is the operational department in hotels, which is responsible for
the cleanliness, maintenance, upkeeing of the room, public zone, surrounding or back
area. Housekeeping plays an essential role in the hospitality industry. They work for
gaining maximum possible efficiencies for assuring comforts and care to the guest or
smoothly running of department (Li, and Liu, 2018). The housekeeping department work
on establishing welcoming environment and ensuring reliable & courteous services
within all their departments. They ensures huge standard of the cleanliness or providing
training, controlling and supervising the staff. Providing and maintaining floral decoration
& developing landscape area of Marriott hotel.
Significance of the linen stock forecasting and another guest supply for ensuring
adequate supplies for meeting demands-
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Proper forecasting are helpful for ensuring which enough supply has been made
on time such as soaps, towel, uniforms, equipments, uniforms. All must be supplied on
time that it could be beneficial for hotels to manage and supply the goods to the guest
and other department of the hotel. With the help of supply chain management they can
easily forecast and measure supply chain and further synchronize supply and the
demand cycle by using real-time informations (Stefko, Tomkova and Ondrijova, 2019).
They can also have year of demand data which is helpful for them to predict the future
demand of the several equipments. Consumable items which are get used up or
discarded whereas non consumable items can be capita good.
Effectiveness of interrelationship among housekeeping and the another key
department for rendering quality provisions and service-
Housekeeping with Purchase-
The purchase department help housekeeping for purchasing several item that
are utilized in the housekeeping departments that are room stationeries, gust supplies,
several cleaning agent linen etc., Along with that the housekeeping department of
Marriott Hotel provides them a list what items are to be needed and further what
purchase department should purchase for housekeeping. So that quality service and
provision can be given to the guest.
Housekeeping with Finance-
The finance department provides budget that how much of the amount will be
given to the housekeeping department per month and thus that budget has been
divided into the necessary items as per the items demand & necessity (Melián-Alzola,
Fernández-Monroy and Hidalgo-Peñate, 2020). Housekeeping department of the
Marriott Hotel let the finance department to decide what amount of items will be needed
by them so that the finance department could manage the fund as per the demands.
Evaluating relationship among housekeepings department and other key
departments for rendering prime accommodations service-
Front office with housekeeping-
Coordination among front office and the house keepings are very close.
Department of housekeeping prepare room or the office sale which prepared rooms. If
the close relationship is not maintained then it will be tough for front office to sale that
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rooms as after the departure of guest the housekeeping clean and shape the room and
thus further front office report to house keeping that how many rooms are vacant so that
rooms can be further cleaned by the housekeeping.
Food & Beverage with housekeeping-
The Marriott Hotel will constantly need napkin, cleaned tablecloths etc., The staff
of hotel also need the cleaned uniform on regular basis while working in the premises.
As they are indirect contact with guest and further they also had to maintain hygiene
standard. So in for all F&B services it required to have clean outlet before it is open for
guest.
Evaluating significance of communication within house keepings and the facility
departments for rendering effective accommodations service which meeting the
satisfaction to the guest -
Communication plays an major role for rendering services within all the
department of hospitality industry. Communication is to be must in each of the
department of Marriott hotel so that they can effectively manage and render services to
their guest. If there is proper communication among guest and housekeeping then they
can easily clean and maintain the hygiene as per the needs & requirement of guest.
Along with that there must be communication between the other department and
housekeeping so that they can maintain the all requirement and cleaning in the hotel
premises. But if there is gap among the any of such then the clean and hygienic
environment can't be maintained by the hotel for their guest (Hayes, 2019). The
communication is essential between the housekeeping department and the
accommodation service so tat they can easily coordinate with each other and maintain
the maintenance of department effectively and further allot and order works to manage
the error in the hotel premises.
Examining significance of the scheduling maintenance and the work of repair for
minimizing disturbance to guests-
The proper scheduling or repair work must be done in hotel by which they can
effective render quality service to their guest. Marriott hotel must schedule the
maintenance in their hotel so that there is no disruption to the guest. If it needs any
repairing further they must be synchronized further and must be fixed it as soon as
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possible so that guest can be satisfied with the efficient service of the hotel. All errors
must be fixed and the standard service are to be given by hotel if it is not done then it
could have negative impact on guests and thus number of visitors could reduce
significantly.
LO4
Researching role Facility and the securities plays among accommodation service-
Discussing value of the security-
The management of the Marriott Hotel must ensuring safety and the securities to
guest and the staff as well. In context of security to guest they must safeguard them
from any crime that can be murder or health hazard and abduction from the staff of
hotel, outsider, pest, food poisoning etc., along with that securing guest luggage as well.
In the context of staff they provide insurance, locker, provident fund, health scheme etc
(Gomber and et.al., 2018). They can also provide protective shoe, clothes, guidelines,
fire fighting drill, facilitating clean water for drinking. Hotel Marriott also uses key card
access to their guest and also after hour access to property so that guest could be
protected. They6 also have risk assessment security plan by which they can safeguard
their staff and guest if there is any emergency arises in premises. They had effective
camera system and fire procedure in built in hotel. So that the risk can be overcome and
safe environment can be given to the guest and staff.
Role maintenance plays across accommodation service for ensuring overall
guest satisfaction-
There are different types of maintenance that must be maintained by the Marriott
hotel. The routine maintenance includes the routine checking whereas preventative
maintenance incudes the maintenance of heavy & risky machines, fire and safety
measure etc., This is helpful for the hotel to render high quality and secure service to
their guest along with safe working environment to their staff as well. The disruption to
guest could be minimized by refurbishments of rooms so that good and clean rooms
rendered to the guest (Grazier, Smiley and Bondalapati, 2016). If guest are provided
with effective services and high quality standard services by hotel then the guest will be
fully satisfied by the hotel and further they can enjoy the service and encouraged to visit
again. Thus, the number of visitor to the hotel will definitely enhance.
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CONCLUSION
From the above study managing accommodation service is essential for a
hospitality industry to render the best service to their guest. The hotel can provide
satisfactory service to their guest if they had properly managed their accommodation
services. The various services which are given by hotel to their guest should be
effectively managed and control by front office department and house keeping
department so that effective service could be given by hotel the satisfactory guest will
have positive review about the hotel whereas the unsatisfied will have negative review
for hotel. Thus, the guest must be satisfied by the effective management of
accommodation service and thus by this number of visitor will significantly increase and
further revenue and profit of the hotel will also increase.
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REFRENCES
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