Nelson College London: Managing Accommodation Services Report

This report provides a detailed analysis of accommodation services, focusing on the operations of Holiday Inn. It explores the roles of key departments such as housekeeping and front office, highlighting their interrelationships and importance in ensuring guest satisfaction. The report covers essential aspects like forecasting linen stock, scheduling maintenance, and implementing robust security measures. It also examines the significance of these elements in maintaining a hotel's brand value and operational efficiency. The report emphasizes the importance of coordination between departments and the impact of effective management on the overall guest experience within the hospitality sector. Finally, it concludes with a summary of the key findings and their implications for the accommodation industry.

Accommodation services
And
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Table of Contents
INTRODUCTION......................................................................................................................3
PART A......................................................................................................................................3
Covered in PPT......................................................................................................................3
PART B......................................................................................................................................3
Key roles found within the housekeeping department...........................................................3
Importance of forecasting linen stock and other guest supplies............................................4
Importance of interrelationships between housekeeping and other key departments............4
Importance of scheduling maintenance or repair work..........................................................5
Importance of security............................................................................................................5
CONCLUSION..........................................................................................................................6
REFERENCES...........................................................................................................................7

INTRODUCTION
Hospitality industry is considered as the most wide and broad service division which
includes numerous business and services such as accommodation services, airlines,
entertainment, tourist and many more so as to render best services to their customer with the
purpose of provide them ease and satisfaction. Further, accommodation industry is itself
having a broad range of services and products such as B&B services, hotels, motels, resorts,
guest rooms etc. Management of these services directly affect the brand value of the company
so as to maintain high position in the industry market. For this report, the hotel on which the
report is made is Holiday Inn. This is a prominent and a big brand value hotel which is
having haeadquarter in UK and it was established in the year 1952. Intercontinental hotels are
parent company of Holiday Inn, ICH deals in food services, meeting and lodging throughout
the world. Under this report it involves size and scope of various forms of ownership in
accommodation services and role of front office and housekeeping. Along with this the report
includes interrelationship between housekeeping and other departmental functions and
importance of forecasting of linens and security in hotels. (Fouad, Hussein and Attia, 2016)
PART A
Covered in PPT
PART B
Key roles found within the housekeeping department
In every hotel service the department of housekeeping plays an essential in order to
maintain the overall operation and to make stay of their guest full of comfort and best
experience. In the context of Holiday Inn the housekeeping is accountable to maintain the
overall decorum of the hotel and to fulfil all requirements of their customers. Various
functions of housekeeping department are mentioned as below:
Cleaning rooms and public area: The housekeeping department is having function
in a hotel is to clean rooms as well as public area so as so keep the hotel clean and maintain
hygiene. They are responsible to clean areas like elevators, garden and terrace.
Maintenance of interior: The housekeeping department is accountable for maintaining
decorum of the hotel so as to provide good impression to their guests and to change interior
design on timely basis so as to maintain novelty and uniqueness. (Li and et. al., 2018)
Maintain linen stock: The housekeeping department is the department who forecast
the linen and maintain their stock so as to give clean linens to their clients and to enhance
their experience.
Key control: Housekeeping department does have access to all the rooms as they
perform activities of cleaning and washing. So it is the major role which is handled by

housekeeping to keep safe all the keys so as to maintain secrecy and privacy. (Morsy, Ahmed
and Ali, 2016)
Room maintenance: Housekeeping department of Holiday Inn is having role to
provide services of room maintenance. This department try to upkeep all the room
maintenance facilities such as bathroom taps, room linens, carpets, cutlery and skincare
products which are given by hotels to their customers.
Importance of forecasting linen stock and other guest supplies
Forecasting in any business is very essential so as to recognise the level of their
market position and inventory stock. As in context of Holiday Inn the manager are required to
estimate linen stuff which are used by their customer so as to make their stay uninterrupted
with the shortage of linen. Linen stock includes towels, bed sheets, table linen, curtains;
kitchen linen etc. significance of linen forecasting is explained as under:
Reduce inventory stock outs: In every hotel premises it is required to estimate the
requirement of linen stock so as to avoid any stock out which may hamper the hotel image of
Holiday Inn in a negative manner. Further an appropriate stock level helps the hotel to save
their cost so that not to keep any additional linen stock and provide convenient stay to their
customer by having required stock of linens.
Customer satisfaction: With the help of forecasting linen stock the manager of
Holiday Inn may satisfy their customer by giving them all required line and this may give
them high brand enhancement and recognition. Further appropriate linen stock leads them to
have customer satisfaction which result in earning them high profits and market share.
Improved pricing and promotional management: With the help of linen stock forecasting this
help the marketing manager of Holiday Inn to save any additional capital investment as no
additional inventory is being purchased for linen so the money can be invested in order to
implement proper pricing and promotional techniques with the view of increasing sales.
(Ramos, 2018)
Importance of interrelationships between housekeeping and other key departments
In all the department of a hotel industry it is required to have proper communication
and coordination so as to provide best and uninterrupted services to their clients. As in
background of Holiday Inn, interrelationship assists them to use each and every resource in
the best manner and to enhance the service quality so as to help their customer within their
stay. Some of the departmental interrelationships are explained as under:
Coordination with front office: The front office department is working for providing
rooms to the customer and to upkeep their check in and check out timings. On the other hand
housekeeping is working in order to clean the rooms and to make comfortable stay to their
customer. As in context of Holiday Inn, both of these departments are interrelated as front
office department conveys the information about check in and out to the housekeeping
department so that they can clean the rooms for their next sale. Further front office conveys

all the additional need of each and every customer to housekeeping so as to render the best
services to their clients. (Siddique, 2018)
Coordination with maintenance department: It is essential for hotels that there
must be appropriate coordination among housekeeping and maintenance department so that
to avail proper services to the customer. As in background of Holiday Inn, the housekeeping
department conveys all the issues to maintenance department so that to resolve issue in very
short time and to provide comfortable stay to their clients and to give them effective quality
services.
Coordination with security department: Security department in every hotel is
responsible to upkeep the security within hotel premises so as to give safe environment to
their customer. In the context of Holiday Inn, the housekeeping department conveys any
distrustful and unusual activity to the security department on which security department take
corrective measure and eliminate chances of misbehaviour.
Importance of scheduling maintenance or repair work
Scheduling can be stated as the procedure under which the entity takes decision about each
and every activity in advance so as to attain organisational goals and objectives. As in context
of Holiday Inn, the entire tasks are scheduled so as to get efficiency and to manage all the
operations in an effective manner. It is the role of manager so as to ensure that each and every
equipment’s are maintained in a proper manner in order to provide considerable stay to their
clients. Scheduling of maintenance is essential so as to keep the premises clean and hygienic
in order to get good impression from visitors who visit the hotel. On the other hand,
scheduling of repair work is important as this provide continue check up to assets of the
organisation so as to render best quality of services to their clients. For instance, Holiday Inn
is required to make distinct department for operation related to repair, maintenance and
safety. That department ensures that all the check in and check out of guest so that to manage
all the equipment in a sequential manner and to get better results over customer satisfaction
and brand value. (Wood, 2017)
Importance of security
In hotel industry it is required to have proper and appropriate security so as to
accomplish organisational goals and objectives. As in context of Holiday Inn, their manager
is required to emphasis on security measures for their staying guest so as to make them enjoy
their stay in their hotel and to make their trip memorable and free from any interruptions. The
essential things which are included in security measures are key access, security cameras,
fingerprint lock, floor access with key security etc. These methods are adopted by Holiday
Inn so as to prevent any mishappening and any unforeseeable loss. Security measures help
the hotel in gaining trust of their guest by taking care of their belongings and other stuff. With
the help of these measures positive feedback can be taken by the customer which further
enhances the brand value and brand recall value of customer.

CONCLUSION
From the above detailed report it can be summarised that in hospitality,
accommodation services plays a vital role. Accommodation industry helps the business in
managing stay of visitors and to provide them comfortable stay(Yeoman, Oskam and Postma,
2016) Along with this, the report consists of various ownership which leads to render the
required services by the customer so as to get competitive edge in the hotel industry. On the
other hand various roles of front office, housekeeping, repair and maintenance, security and
food and beverage department has been explained so as to provide better control over
operations by the hotel. Further roles of online review agencies and grading, classification is
being evaluated so that to get better brand value in the market.

REFERENCES
Books and journals
Fouad, M.A., Hussein, S. and Attia, A.Y., 2016. Housekeeping performance and guest
satisfaction in resort hotels. International Journal of Heritage, Tourism, and
Hospitality. 7(2).
Li an et. al., 2018. Understanding the Determinants of Review Helpfulness in Online Review
Sites: An Empirical Study. In PACIS (p. 142).
Morsy, M.A., Ahmed, G.S. and Ali, N.A., 2016. Impact of effective training on employee
performance in hotel establishments. International Journal of Heritage, Tourism,
and Hospitality. 10(1/2).
Prodea, E., 2016. The role of the accommodation sector in sustainable tourism: Case study
from Iceland (Doctoral dissertation).
Ramos, M.G., 2018. Classification of hotels and accommodation services in digital times: a
critical analysis on Tripadvisor and Booking. com. Revista Turismo &
Desenvolvimento, (30), pp.111-124.
Seymen, A.F., CHANGE MANAGEMENT AND ITS APPLICATION IN A LUXURY
HOTEL. SOSYAL ARAŞTIRMALAR, p.40.
Siddique, W., 2018. Unit-9 Tourist Accommodation. IGNOU.
Sipe, L.J. and Testa, M.R., 2018. From satisfied to memorable: An empirical study of service
and experience dimensions on guest outcomes in the hospitality industry. Journal of
Hospitality Marketing & Management. 27(2), pp.178-195.
Toufaily and et. al., 2016. The roles of website characteristics and social network
communities in developing customer E-loyalty in the online travel industry. Journal
of Tourism & Hospitality. 5(3). pp.1-11.
Uen, J.F., Chang, H.C., McConville, D. and Tsai, S.C., 2018. Supervisory mentoring and
newcomer innovation performance in the hospitality industry. International Journal
of Hospitality Management, 73, pp.93-101.
Wood, R.C. ed., 2017. Hotel Accommodation Management. Routledge.
Yenidoğan, Ö. and Şencan, H., 2017. The Effect of Organizatonal Learning on
Organizational Commitment in Accommodation Sector. International Journal of
Commerce and Finance. 3(1). pp.27-40.
Yeoman, I., Oskam, J. and Postma, A., 2016. The future of hotels. Journal of Vacation
Marketing. 22(3). pp.197-292.

(Fouad, Hussein and Attia, 2016)(Li and et. al., 2018)(Morsy, Ahmed and Ali, 2016)(Ramos,
2018)(Siddique, 2018)(Wood, 2017)(Yeoman, Oskam and Postma, 2016)