Managing Accommodation Services: A Unit 7 Report on Marriott Hotel

This report provides a comprehensive overview of managing accommodation services, focusing on the operations of Marriott Hotel. It begins with an introduction to accommodation services, defining their scope and different forms of ownership. The report then delves into the functions of the front office, including finance and billing, reception, reservation, and room status updates, and the key roles within the department, such as the front office manager, reception manager, night audit manager, and guest service manager. It further examines the crucial roles of the housekeeping department, including the executive housekeeper's office, laundry services, flower room, and lost and found sections. The report emphasizes the importance of forecasting linen stock and other guest supplies to ensure sufficient supply and the significance of interrelationships between housekeeping and other departments like security, purchasing, and food and beverage. Finally, it discusses the importance of scheduling maintenance or repair work to minimize disruption to guests and the role of security within a selected organization, concluding with a summary of the key findings and recommendations for effective accommodation services management.

Unit 7 - Managing
Accommodation Services
1

INTRODUCTION...........................................................................................................................3
LO1..................................................................................................................................................3
Covered in PPT.......................................................................................................................3
L02...................................................................................................................................................4
P4 Functions of Front Office within accommodation services..............................................4
P5 Key roles within front office department..........................................................................5
P6 Key roles which housekeeping department plays.............................................................6
P7 Importance of forecasting linen stock and other guest supplies to ensure sufficient supply
to meet demand.......................................................................................................................7
P8 Importance of interrelationships between housekeeping and other departments..............7
LO 4.................................................................................................................................................9
P9 The importance of scheduling maintenance or repair work to minimise disruption to guests
................................................................................................................................................9
P10 Discuss the importance of security within a selected organisation...............................10
CONCLUSION..............................................................................................................................11
REFERENCES..............................................................................................................................11
P1 Discuss the scale and size of accommodation services...................................................13
P2 Different forms of ownership related to accommodation services.................................13
2

INTRODUCTION
Accommodation refers to building, room or lodging that provides shelter for individual to
live, stay and sleep. In this accommodation manager have responsibility to assure
accommodation needs of residence, tenants or guest (Chang and Li, 2021). Accommodation
management play key essential role within hospitality industrial sector which is a leading
industry and offers wide range of services and facilities to customers. Furthermore it has been
underlined that accommodation services involve activities of functions associated to fitness, food
and other. This practice is being undertaken by organisation within hospitality industry in order
to serve customers in effective manner. Present report is conducted on Marriott Hotel
organisation is conducting their business services as a leading multinational hospitality
organisations. This entity was established in 1927 and offers a wide range of products and
services to customers along with best quality. In this report formative discussion has been
conducted on type of accommodation services that are available in hospitality industry sector,
role of front office department with accommodation services, contribution of housekeeping
department as to provide effective accommodation services and the role facilities and securities
play in accommodations service
LO1
Covered in PPT
L02
P4 Functions of Front Office within accommodation services
Front office is an essential aspect with hospitality industry that offers wide range of
services to customers. This department is directly connected with customers. Thus, it is essential
for them to create an attractive first impression by solving queries and problems of guest with
excellent communication skills and patience. Mentioned below functions of front office within
accommodation services in Marriott Hotel is being underlined:
3

Finance and Billing:
Front office department have responsibility to effectively handle building and cash
operations in order to a sure smooth flow of activities.
Receptions:
This aspect is mainly associated with consumers in terms of providing answers to their
questions and queries. Receptionists play important role in which they are authorised to treat
guest with a smile. It helps in developing a positive form of attitude and creates best impression
among consumers.
Reservation:
In this front office department have responsibility to handle queries of customers and ask
customers about their needs in the morning such as, breakfast, lunch and more. They are also
authorised to establish and good connection and provide customers with the information of
different scheme and offers.
Update Room Status:
This department is responsible to register reservation of room with the help of different
recordings and filing work. They are also having responsibility to enter correct room number and
make advance booking by determining vacant rooms available.
P5 Key roles within front office department
It has been identified that front office department play essential role within hospitality
sector as it is responsible to undertake various roles and responsibility. In this functions have
been undertaken within each department such as guest service manager, reservation manager,
night audit manager and more. This department is having direct connection with customers thus,
it is essential for them to develop a formative link with them in order to enhance overall revenue
of company. In terms with Marriott Hotel number of roles of front office department is being
defined below:
Front office manager:
This individual play essential role as they are authorised to have direct contact with
customers and properly control overall operation activities. They are responsible to provide
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information and effectively handle payment system. Along with this front office manager also
undertake activities such as check daily record sheet, allocating rooms to customers, customers
complaint handling and more within Marriott Hotel.
Reception manager:
This manager play important role in terms of preserving take it and undertake online
arrangements of rooms and other facilities according to the new rate seasonal demand and
revenue requirements they are also responsible to provide necessary information to customers in
context of booking availability and other discount offers
Night Audit manager:
Night audit manager is authorised to offer assistance to overnight request and handle
customer’s request. They are also having responsibility to provide excellent consumer services
while maintaining smooth flow of activities in Marriott Hotel. Night audit manager verify all
accounts and effectively respond to customers queries with the help of effective communication
strategy.
Guest service manager:
This service manager is responsible to manage guest and effectively respond towards
their issues and complaints. They are also responsible to provide information customers in terms
of the pool, spa and other treatments in Marriott Hotel. Guest service Manager effectively focus
upon customer requirement and maintain inventory supplies record in effective manner as to
achieve your higher level of consumer satisfaction.
P6 Key roles which housekeeping department plays
Housekeeping department plays most essential role in hospitality industry segment in
which different types of individual undertake roles and responsibility and perform services
individually or in a team, in order to offer clean environment and ambience to consumers
(Benítez-Aurioles, 2021). This department is basically responsible to provide healthy and clean
environment in hotel premises. Main purpose behind this is to assure that consumers are satisfied
in effective manner. In terms with Marriott Hotel housekeeping department is engaged in the role
of offering services related to comfortable and attractive stay to consumers. Mentioned below
number of responsibilities as well as roles is being defined which is undertaken by Marriott
Hotel hospitality department:
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Executive Housekeeper's Office:
In this, individual have responsibility associated to plan, assign and counsel task between
subordinated as per their specialisation and assure that all tasks get fulfilled with proper time
frame.
Laundry:
In this, employees with housekeeping department manage cleaning of all fabrics as well
as linen within Hotel. Along with this, they also have responsibility of cleanliness of guest
clothes according to their request.
Flower room:
Within this, housekeeping department assured that proper decoration of hotel is done by
managing flower room with variety of flowers
Lost and Found section:
In this, individuals within housekeeping are responsible articles of guest that are lost by
them and can be claimed later.
According to the analysis it has been evaluated that housekeeping department within
various total Undertaker fight range of roles and responsibility with 10 a.m. to enhance overall
satisfaction level of customers this helps hotel to enhance their overall profitability through
which they can a short more competitive units in industry
P7 Importance of forecasting linen stock and other guest supplies to ensure sufficient supply to
meet demand
Forecasting of linen stock and other guest suppliers is important for Marriott Hotel as it
helps them to ensure better form of coordination within demand and supply of services, products
and commodities that customers require. With the help of this hotel can provide uninterrupted
services to customers that will further help in building better success and growth. Importance or
benefits of forecasting of linen stock and other guest suppliers for hotel is underlined below:
Reduce risk of shortage of inventory
Timely forecasting of the lien stock and other guest supplies helps in reducing risk of inventory
shortage that help organisations and to reduce the chances associated to adverse situations such
6

as inventory shortage (Chen and Tussyadiah, 2021). With the help of this, Marriott hotel can
maintain proper and regular supply of stock and can fulfil customers demand with the help of
uninterrupted.
Reduce wastage of resources-
Proper maintenance of lien stock and other items which are of perishable nature such as
vegetable, food items and fruits etc could not be stored for long time period. In this with the help
of planning and forecasting in context of linen stock and inventory will help Marriott Hotel to
reduce the chances of wastage. It further help hotel to overcome the situation of inventory
shortage through which company can conduct the services and cost-effective manner while
assuring greater profitability.
Reduction in warehousing cost-
Forecasting of linen stock and other key supplies plays important role in terms of reducing
warehouse wastage. This will help Marriott hotel to keep their inventory level at par and
maintain formative balance between demand and supply of non consumable as well as
consumable items, this help company to conduct cost effective operations.
P8 Importance of interrelationships between housekeeping and other departments
It has been identified that organisation operating in hospitality industry have number of
operational department units, those who are responsible to conduct different type of services in
order to satisfy customers. In terms with Marriott Hotel, it has been evaluated that with the help
of formative interrelationship between housekeeping and other departmental units within Hotel
Company perform their roles in smooth and effective manner (Housekeeping and Other
Departments. 2011). Overall objective of housekeeping and other departmental unit is to enhance
productivity and profitability of organisation along with consumer satisfaction level.
Interrelationship among hospitality and other departmental unit is being mentioned below:
Interrelation with Security Department:
It is essential to reduce the impact of risk and hazard associated to theft, fire and other form of
abnormal losses. In hotel number of losses can undertake place that can affect customer
satisfaction level (Yusuf, 2021). In this, it is essential for employees in housekeeping department
to provide report associated to any form of illegal activity that under take place in hotel. They are
also responsible to be alert all the time as to prevent any form of misconduct in hotel. Along with
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this, security department in Marriott conduct training sessions for employees in housekeeping to
handle emergency situations such as, use of fire extinguisher. There is a formative linking
relationship between housekeeping and security department of Marriott Hotel that helps them to
offer proper protection and safety to customers associated to any legal and mis-practice.
Interrelation with Purchase Department
Purchasing department is having responsibility to procure items such as cleaning, stationery,
linen and other articles. It has been identified that in context with Marriott Hotel there is a
smooth relationship within housekeeping and purchasing department of this hotel that helps
Hotel to conduct its purchasing and housekeeping roles and responsibilities in effective manner
without any shortage of housekeeping equipments.
Interrelation with Food and beverages:
Food and beverage department is having responsibility to offer day to day food & beverages and
food to customers (Janssen, 2021). It has been determined that, supervisor linen room is under
the supervision and guidance of housekeeper as to assure customers needs. With the help of
effective coordination between food and beverages and housekeeping, Marriott Hotel conducts
their operations functions in effective manner. Interrelationship helps housekeeping department
to offer high quality room service to customers. Along with this, it has been evaluated that food
and beverage department employees need clean uniforms of daily basis. Thus, with the help of
interrelation with housekeeping they get their uniforms in proper time frame. This,
interrelationship with food and beverages and housekeeping department allow customers to get
satisfied in effective manner.
LO 4
P9 The importance of scheduling maintenance or repair work to minimise disruption to guests
Scheduling maintenance and repair work is an essential aspect for hospitality or
accommodation industry, as it allows them to ensure timely maintenance and repair work
through which customers can be satisfied in effective manner and can take use of the services
and facilities without any form of disturbance or inconvenience. It helps in enriching their
overall level of satisfaction (Vukasović and Mihač, 2021). It is essential for Marriott hotel to
evaluate different type of sources that can affect their operational excellence. It has been
8

identified that maintenance in Marriott Hotel is basically scheduled for fittings, fixtures, electric
items and plumbed at an interval of 30 days. Different type of maintenance such as breakdown
maintenance, preventive, routine schedule and emergency is being undertaken by Routine hotel
as to offer better environment to customers and remove any form of adverse situations of
breakdown associated to any commodity or machine such as hair dryer, AC and other form of
equipment. Mentioned below there are some certain form of importance associate to during
maintenance and repair work:
Reduce disturbance for customers-
It has been evaluated that proper and timely scheduled maintenance of different
equipments rooms of hotels and building help organisation to offer better experience to
consumers. Along with this it also reduces any form of chances associated to complain and
others adverse situation that consumer can face. With the help of proper scheduling maintenance
and repair work Marriott Hotel assures high level of satisfaction of consumers without any
disturbance in their personal joy or comfort level.
Improve goodwill –
Proper scheduling maintenance and repair work allows Marriott hotel to maximize their
overall efficiency of the facilities and services that are being provided by them. It helps company
to remove any form of breakdown and failure chances of the equipments utilised by customers.
This does not only help in enhancing their satisfaction level but also allow hotel to reduce
chances of adverse issue or problem faced by consumers. It helps in building trust among
customers that significantly lead towards enhancing goodwill of company in market.
P10 Discuss the importance of security within a selected organisation
Security system is one of the most essential of crucial aspect in hospitality industrial sector it has
been identified that consumer mainly with towards safety and secure environment for their stay.
This makes essential responsibility of organisation within hospitality industry to make sure that
high security and save environment is being provided to customers, as to make them feel
protected (Presbitero, 2021). This will allow organisation to enhance overall loyalty of
customers towards company services in effective manner. In terms with Marriott Hotel, security
system play most important role, as this organisation is a leading hotel in hospitality industry
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with the help of having high-tech appliances equipments and other safety measures in hotel
premises.
Staff:
Marriott ranked among five stars grading, thus hotel Management effectively assures that
proper safety and protection is being offered to their staff and employees. For this health facility,
proper insurance, lockers and other measures are being provided to employees. Furthermore,
organisation also offer proper training measures to their staff along with suitable clothing shoes
and safety equipments for their safety.
Guests' and luggage:
Safe and secure luggage management is essential for organisation engaged in hospitality
sector. Marriott hotel also offer physical resources, assets and luggages of clients. In addition to
this, hotel also satisfies guest with alarms, security plans and fire extinguisher system and key
cards. It helps in enhancing overall satisfaction level of customers towards organisation.
CONCLUSION
According to the above mentioned above this has been concluded that accommodation play
key essential role within hospitality sector, as it lead towards satisfying basic needs and
demands of customers through which organisation can not only enhance their overall satisfaction
level but can also assure long-term sustainability and higher profitability in respective industrial
sector. However in order to manage various activities and functions in a accommodation it is
essential for organisation to have proper understanding of the roles responsibilities of various
departments such as housekeeping, front desk and more. With the proper understanding of the
importance of interrelationship between housekeeping and other departments company can
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conduct their business activities in more effective manner. Organisation must also ensure that
proper security is being provided to customers and employees as it enhance loyalty of consumers
and employees towards organisation. Furthermore with the help of attractive services, products,
high quality facilities and advertisements hotel can attract interest of customers and can further
maximize its goodwill and profitability in market segment.
REFERENCES
Books and Journals
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Benítez-Aurioles, B., 2021. Seasonality in the peer-to-peer market for tourist accommodation:
the case of Majorca. Journal of Hospitality and Tourism Insights.
Chang, C. and Li, S., 2021. Study of Price Determinants of Sharing Economy-Based
Accommodation Services: Evidence from Airbnb. com. Journal of Theoretical and
Applied Electronic Commerce Research, 16(4), pp.584-601.
Chen, Y. and Tussyadiah, I.P., 2021. Service failure in peer-to-peer accommodation. Annals of
Tourism Research, 88, p.103156.
Janssen, E., 2021. Changes in pre-and post-pandemic pricing decision factors: An overview of
South Africa’s luxury accommodation sector. Research in Hospitality
Management, 11(1), pp.37-44.
Lee, S.E., Jung, H.J. and Lee, K.H., 2021. Motivating Collaborative Consumption in Fashion:
Consumer Benefits, Perceived Risks, Service Trust, and Usage Intention of Online
Fashion Rental Services. Sustainability, 13(4), p.1804.
Presbitero, A., 2021. Communication accommodation within global virtual team: The influence
of cultural intelligence and the impact on interpersonal process effectiveness. Journal of
International Management, 27(1), p.100809.
Vukasović, T. and Mihač, V., 2021. Trends in the Online Booking of Hotel
Accommodation. International Journal of E-Services and Mobile Applications
(IJESMA), 13(1), pp.60-76.
Yusuf, M., 2021. Analysis of Employee Recruitment in Improving Performance in the
Accommodation Service Business. Jurnal Ad'ministrare, 8(1), pp.59-68.
Online
Housekeeping and Other Departments. 2011. [Online]. Available through<http://housekeeping-
department.blogspot.com/2011/05/housekeeping-and-other-departments.html
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P1 Discuss the scale and size of accommodation services
Scale and
size
Definition Types of services
provided by them
Examples
Luxury
Mid
Range
Limited
Service
P2 Different forms of ownership related to accommodation services
Independently owned
13

Chain hotel management:
Management Contracts:
Franchises:
The impact of online review sites e.g. TripAdvisor on accommodation services
14