Accommodation Services Management: Roles, Security and Interrelations

This report delves into the management of accommodation services, focusing on the roles and functions of the front office and housekeeping departments within the hospitality industry, particularly in the context of Marriott Hotels. It defines the functions of the front office, including guest services, customer relationship management, updating room status, and handling inquiries, while also discussing the roles within the front office, such as guest registration, database management, and financial management. The report further outlines the key roles of the housekeeping department, emphasizing timely service delivery, maintaining cleanliness, providing laundry services, and meeting customer demands. It highlights the importance of forecasting linen stock and guest supplies to ensure sufficient availability and explores the interrelationships between housekeeping and other departments, such as human resources, food and beverage, front office, purchasing, and security, for quality service provision. The importance of scheduling maintenance and repairs to minimize disruption to guests is also examined, along with the critical role of security in protecting staff, physical assets, and the company's brand image, ultimately ensuring customer satisfaction. The report concludes that prioritizing customer service and meeting demands are crucial for establishing and maintaining a strong position in the competitive hospitality industry.

MANAGING
ACCOMMODATION
SERVICES

Table of Contents
PART A...........................................................................................................................................3
PART B...........................................................................................................................................3
INTRODUCTION...........................................................................................................................3
Define the functions of front office within accommodation services..........................................3
Discuss the roles within front office department.........................................................................4
Define the key roles within housekeeping department of organisation.......................................4
Define the importance of forecasting linen stock and guest supplies for ensuring sufficient
supply...........................................................................................................................................5
Define the importance of interrelationships between housekeeping and other departments for
quality provision and services.....................................................................................................6
Determine the importance of scheduling maintenance of repair for minimizing disruption to
guests...........................................................................................................................................7
Define the importance of security within organisation................................................................7
CONCLUSION................................................................................................................................8
REFERENCES................................................................................................................................9

PART A
Covered in PPT
PART B
INTRODUCTION
Accommodation services refers to room, building or lodging services which ae providing
by a hotel for meeting the demands of their customers. In other words, such services are related
to room at hospitality company. Accommodation management is defined as a service which
helps a hotel to efficiently manage the businesses that provide lodging services to their
customers. Hotels, restaurants, housing, and other associated facilities are all part of the
hospitality industry's accommodation services (Abed, 2020). In the case of the Marriott Hotel,
which operates in the United Kingdom, it is a worldwide corporation that provides excellent
hotel accommodations, dining services, and enhanced customer experiences to its global
consumers. The report will define roles and functions of various departments, such as front office
and housekeeping department in the operations of business in hospitality industry. The report
will define the importance of linen stock and safety and security at the hotel. The report will also
highlight the interconnection between housekeeping and other departments of the hotel.
Define the functions of front office within accommodation services
The various functions which are performed by front office department within
accommodation services in hospitality industry and in relation to Marriott Hotel are explained
below:
 Guest services- Marriott's front office staff ensures that guests feel appreciated by
providing high-quality food and beverages, linens, clean and sanitary rooms, room
services, and other associated amenities.
 Customer Relationship- The front office department is responsible for a variety of tasks
in order to establish positive client relationships, which range from providing value to
gathering excellent feedback on customer experiences (Casais, Fernandes and Sarmento,
2020). In addition, Marriott hotels use technology like as customer relationship

management and cloud-based technologies to keep all of the essential information on
customers and the company.
 Update room status- The front office department is responsible for updating room
status, including room availability, occupied rooms, and other pertinent information in
order to handle future bookings.
 Enquiry services- The front office department is responsible for taking client queries and
inquiries in order to improve their experiences.
Discuss the roles within front office department
The roles which needs to be performed within the front office department and in relation
to Marriott front office department, are discussed below:
 Guest registration- The Marriott hotel's front office manager schedules room services
for its guests, including check-in and check-out. The front office department's primary
function is to allocate rooms and make reservations.
 Guest database and history- It contains all of the customer's information, including
their name, address, and other pertinent information, which is stored in the company's
database. The Marriott hotel implements CRM software, which stands for customer
relationship management (Lu and Kandampully, 2016). It keeps all essential information
about various clients and allows for the most efficient engagement with them. It is the
function of the front office staff to keep track of all of the customer history records,
which include all of the required information regarding the services that each client has
requested.
 Management of finance- The most important aspect is finance, where the front office
manager in Marriott hotels provides the finance department with all revenue generated
information, the front office department collects the cash, and the front office department
adds up the information of total business transactions each day.
Define the key roles within housekeeping department of organisation
The roles which needs to be performed by the housekeeping department within a
hospitality industry involve various activities, the role of performed by the housekeeping
department of Marriott are explained below:

 Timely delivery of services- The housekeeping department is responsible for ensuring
that clients receive timely services, such as meals, linen, health clubs, and restaurants, as
well as other customer needs (Martin-Fuentes and et.al, 2019).
 Maintaining cleanliness regularly- The Marriott hotel's housekeeping service is
responsible for maintaining high levels of hygiene, including clean and tidy bedsheets,
pillow coverings, and washrooms, among other things.
 Laundry services- The housekeeping department is in charge of cleaning the guest's
garments as well as the staff's uniforms.
 Meeting customer demands- the housekeeping department of Marriott focuses on
providing timely room services to their customers through which they can ensure that the
demands of the customers are met.
Define the importance of forecasting linen stock and guest supplies for ensuring sufficient supply
In Marriott Hotels, it is essential to keep the linen stock full since linen reflects the
quality of the room services, which improves the client experience. To assure linen stock
availability, the housekeeping staff collaborates with the purchasing department (Mate, Trupp
and Pratt, 2019). Supervisors are appointed at Marriott Hotels to guarantee the availability of
linen supplies in various departments such as the kitchen, rooms, restaurants, staff uniforms,
bars, and other connected areas. The importance of linen is explored in the following points:
 Delivering value to guests- It assists in providing value to the guest by providing clean
and neat bedsheets, tablecloths, and napkins, among other things. By offering clean white
linen, it helps to increase the quality of customer experiences. The consumer will
remember the quality of linen provided, which helps to develop customer engagement
and a positive relationship between the customer and the visitor.
 To attract more customers- In order to strengthen the client connection, a hotel firm
must provide high-quality bedding. Customers may enjoy excellent quality linen with
good quality linen, which further entices existing customers to use the services again.
Furthermore, it aids in the attraction of new customers, as Marriott Worldwide posts
images of its room quality, hotel, and restaurants, which also attracts new customers due
to the quality of linen (Nee, 2016). This creates an impression in the minds of the
customer, encouraging them to use the company's services.

Define the importance of interrelationships between housekeeping and other departments for
quality provision and services
As there are several departments which function in the hotel and operate in the hospitality
industry. Some of the interrelationships between housekeeping and other departments of Marriott
for maintain the quality provision and services, are explained below:
 Housekeeping and Human resource department- The Marriott Hotel's housekeeping
department coordinates the human resource department. As a human resource manager,
you recruit highly qualified workers and place them in various departments. The human
resource department creates the whole work structure, and the housekeeping department
implements all of the decisions and descriptions of each task framed by the human
resource department. Human resource is coordinated by the Marriott Hotel's
housekeeping department (Penn, Watermeyer and Nattrass, 2017). As a human resource
manager, you will be responsible for hiring and deploying highly qualified personnel
across several departments. Human resource department creates the whole work
structure; as a result, housekeeping department implements all of the human resource
department's decisions and task descriptions. The housekeeping department also provides
vital information on employee salaries and pay, as well as their complaints and
difficulties with the organisation, promotions, and work evaluations to the Marriott
Hotel's human resource manager. In order to create a good working environment, the
human resource management addresses all employee concerns and comments.
 Housekeeping and Food and Beverages service departments- Cleaning and
maintenance of food and beverage service departments, such as restaurants, banquets, and
other food and beverages services, is required on a regular basis. The food and beverages
service section works with housekeeping to clean tables, napkins, and staff uniforms,
among other things. Furthermore, food and beverage spaces must be cleaned both after
and before providing services to consumers.
 Housekeeping and Front office department- In order to run diverse business activities,
the housekeeping and front office departments work together. The front office department
gives responsibilities and tasks to the housekeeping department about various functions
and criteria that must be met (Roman, 2015). The housekeeping department, on the other
hand, executes all of the responsibilities delegated by the front office department and

division, as well as allocating jobs to other personnel. It will be difficult to keep good
conditions of the rooms if the relationship is not maintained, since the front office
department provides comprehensive information on the rooms that need to be cleaned.
 Housekeeping and purchase departments- The housekeeping staff works closely with
the purchasing department to ensure that all necessary amenities, such as cleaning
materials and guest supplies, are available. In order to maintain supply stock, the
housekeeping department notifies all requirements to the buying department.
 Housekeeping and security department- The Marriott housekeeping service
collaborates with the security department to solve concerns such as theft, fire, and the
safety of client belongings (Shanks, 2016). When the housekeeping department reports
anything suspect to the security department, the security department responds swiftly and
takes appropriate actions to ensure the organization's safety and security.
Determine the importance of scheduling maintenance of repair for minimizing disruption to
guests
The importance of scheduling the maintenance of repair for minimizing disruption to
guests to guests and meet maximum customer satisfaction are discussed underneath:
 Productivity- Scheduling repair work, on the other hand, can advantage the employee
because constant disruption and movement of visitors in the Hotel might cause them to
lose focus and fail to finish the job on time. As a result, scheduling repair work promotes
the employee by allowing him or her to work more efficiently and therefore increase job
output.
 Customer satisfaction- Marriott formulates several strategies that entail increasing and
refining client experiences in order to achieve customer happiness, which is the
fundamental goal of the hospitality business (Suhartanto, 2015). As repair work must
annoy visitors with constant noise and air pollution, Marriott Hotels strategically places
all repair work in locations that are not utilized by customers and are out of reach of
guests. The customers are satisfied by the hotel's clean and peaceful surroundings.

Define the importance of security within organisation
The safety and security plays a crucial role in the customer satisfaction as this creates
trust and ensures customers are valued by the organisation. The importance of safety and security
within the hospitality industry and Marriott is explained below:
 Protect staff and physical assets- The Marriott Hotels have adopted several safety
measures and policies to protect the security of its employees and physical assets. If an
employee or member of staff does to follow the specified legal and ethical code of
conduct, they may be fired from their current position.
 Protecting brand image of company- The most essential element in every business is a
disciplined and good work environment, which significantly improves the company's
reputation in the industry (Wood, ed, 2017). Since Marriott is an international
corporation, it must strive to create a public reputation of security in order to accomplish
business success and stability in the marketplace.
 Protecting guest- The most important aspect of maintaining safety and security at
Marriott hotels is to safeguard guests from crimes including theft, murder, and assault.
The Marriott hotel has a variety of measures in place to ensure worker safety and
security. Managers and supervisors are solely accountable for maintaining security; when
they discover a client who is not following the laws and regulations, they will take strong
measures or even contact the authorities in case of emergency.
CONCLUSION
From the report, it can be concluded that the hospitality industry focuses on the
delivering quality customer services and maintain the demand of their customers through which
they can establish and maintain their position in the industry. Accommodation management is
one of the major function which needs to be performed by the hotel to meet customer expectation
that can be helpful for maximizing the profitability of business and gain competitive advantage
for business. accommodation services such as lodgings, room services, housekeeping and other
services through which hotels can lead to utmost customer satisfaction. The front office
department and housekeeping department of an organisation focuses in providing prompt
services to their customers which can be a source for offering exceptional and quality customer
experience.

REFERENCES
Books and journals