Hospitality Operations: Accommodation Services at Lemon Tree Hotel

This report provides a comprehensive analysis of hospitality operations, using the Lemon Tree Hotel as a case study. It identifies key operational aspects for accommodation services, particularly within the housekeeping department, emphasizing the importance of cleanliness, room preparation, and guest satisfaction. The report examines the relationship between housekeeping and other departments like the front office in delivering high standards of customer service. Furthermore, it evaluates the effectiveness of operational management practices, such as Business Process Management (BPM), and discusses approaches to achieve and monitor operational effectiveness, including feedback mechanisms and third-party opinions. The report concludes by highlighting the vital role of the housekeeping department and the integration of efforts across operational units to achieve organizational goals and objectives.

Hospitality Operations

Table of Content
 Introduction
 Identify the operational aspects required for accommodation services to meet customer requirements
 The operational aspects of accommodation services in relation to any other department in order to achieve high standards of customer services
•Analyses the effectiveness of operational management practices
•Discuss approaches to achieve and monitor operational effectiveness.
• Conclusion
• References

Operations are needed to be managed and supervised for creating high standards of efficiency and effectiveness of entities actions. The operations
management is known as an administration activity which is concerned with gaining the best results of all the activities taking place in the entity. The
presentation is developed on the chosen organization in the scenario Lemon Tree a three star hotel which is located in Warwick a district in United Kingdom.
The hotel is known for its offerings best services along with comfortable, clean and healthy environment in premises surrounded with traditional theme.
The presentation hold a brief discussion about the important aspects required to be evaluated and undertaken by Housekeeping units of Lemon Tree
hotel for maintaining and high standards of services along with meeting all customers requirements. Also, these operational aspects of departments other than
housekeeping are examined as well. Moving further, effectiveness of different operational management practices are evaluated along with performing a
discussion on approaches which are helpful in achieving and monitoring operational potency.
Introduction

Identify the operational aspects required for
accommodation services to meet customer
requirements
Operational department who is responsible and directly connected with all the accommodation services
which are being offered by the hospitality organisation and expected by the visitors is Housekeeping
department. This is a operational team that exist in all those hospitality organisations who are dealing
in lodging and accommodation field of hospitality industry with other fields as well such as travel
and tourism, recreation and Food&Beverage (F&B).
Housekeeping department is a team in a hotel responsible for several roles and duties that begins with
keeping the hotel premise clean. The housekeeping department takes pride in keeping their hotel
building clean and comfortable for the people visiting and other members working for developing
“Home away from Home” experience for guest and rendering highest hospitality experience to
clients. The operational aspects that are required and essential for housekeeping team of Lemon Tree
Hotel for maintaining their USP in market of being most comfortable and clean accommodation
provider in city are discussed in the next section. A list of task are provided and elaborated for the
staff member to follow and work accordingly for rendering curated experience to customers and
keeping them satisfied.

Continue...
 Regular cleaning and sanitization of rooms including toilets: As known that
the major job doing of a housekeeping department of a hospitality organisation
is to maintain all cleaning and sanitization actions.
 Making bed and changing linens: Housekeeping executives makes plans on
regular basis and assign task to team members accordingly. Under duties of
housekeeping staff while cleaning rooms and sanitizing toilets it is mandatory
that they make beds of all the rooms they are cleaning.
 Keeping the hotel building clean and surrounding comfortable: The
housekeeping department is a operational units which is very close and stay in
regular communication with guests being available on just a call by the visitor
is their responsibility like keeping their rooms clean.

The operational aspects of accommodation services
in relation to any other department in order to
achieve high standards of customer services.
Accommodation services are part of lodging field of hospitality industry but there are three
other segments as well. In most of the hotels and hospitality service proving
organisations these all four segments are explored and product and services are offered
accordingly. Hotels and Motels are the product offering of lodging sector and Lemon
Tree deals in it implying that other aspects of hospitality is also being focused over for
utmost and high level of satisfaction of customers.
Therefore, with living accommodations Lemon Tree Hotel also works in Food&Beverage
and Recreation sector too. Thus, there are other departments and operational units
present in the entity. These other operational aspects are related with accommodation
services for fulfilling the objectives and providing curated and high level of services to
guests and keeping them satisfied. So, any other department which are related better
accommodation services and their tasks are examined and elaborated in this segment.

Continue...
FRONT OFFICE UNIT
Accommodating visitors that mean assigning them their rooms,
suits and respective places in the hotel is an activity that is
performed by the front office team more specifically receptionist
who is present on the front desk. The front office departments
executives are first to be in contact with customers when they are in
Hotel. Their job is to manage the customers requirements and
assign them rooms with all the setting being made for which they
requested and paid for. These clear requirements and instructions
are ultimately fulfilled by housekeeping staff as they are in charge
of the rooms.

The effectiveness of operational management
practices.
Operations in an organisation are different their number depends upon the size, scope and structure of an entity. It is determinant that in smaller organisations operations are less in number and
everyone are working together to manage the processes and work effectively. On the other hand, this phenomena is not applicable in large or even medium organisations. In the same
manner it is difficult and very essential to manage operations in hospitality organisations. Operational efficiency is a primary factor leading the entity towards success and growth. Lemon
Tree is facing troubles in managing their operations, resulting in negative outcomes, such as dissatisfied customers, increasing negative review on social media and hindering goodwill
and market reputation of hotel.
Thus, operations management and administration is must possessing utmost necessity and efficiency in case of Lemon Tree Hotel. There are several different operational management practices
which can be undertaken by hotel managers to bring changes and improve. One very basic, well known and commonly use theory of operations management by every manager is
Business Process Management (BPM).

Continue...
This is a methodology that is concentrated towards constant and continuous analysis, improvement and automating the processes of businesses. The Business Process Management is an
on-going activity which needs to be regularly overlooked for potential improvement. Stages of this theory are presented underneath with improvement purpose in Lemon Tree
operations and guiding the housekeeping department for making changes and improvising.
 Design: Every other company have processes and the design stage is about outlining all the processes active in the company for knowing from where it initiates, what is its use
and where it ends.
 Modelling: This is step where the management and team leaders of hotel once recognize the processes will develop blue print of those for others in the company.
 Analysis: The stage of analysis is where management can include workforce in taking advises for the effectiveness of the process.
 Monitoring: The second last stage is of monitoring the change which took place once improved processes are implemented in building.
 mproving and Automating: Once all stages are finished and processes are monitored properly the leakages in them will be identified and housekeeping department can be
directed for change and improvisation.

Approaches to achieve and monitor operational
effectiveness.
Operational effectiveness can be identified from sources that are presented internally and externally. In order to attain operational effectiveness it is important to manage and
supervise all the processes and to gain knowledge about the areas to improve. The internal monitoring and supervision will be done by management, housekeeping team
leader and higher executives of Lemon Tree hotel.
In order to conduct external analysis and monitoring response to it various approaches can be utilized. Most efficient source is customers either existing or current, different
methods to so are as follows:
Feedbacks: This is source where the management will ask for customer to review the services they received and their satisfaction level. Feedbacks can be taken through
verbal communication but most efficient are written with the help of questionnaires proving a data for future use to Lemon Tree Hotel. These feedback can be received
through internet as well by sending a email to existing clients informing them about improvement and gaining their review. It is also a potential promotional strategy as
well as people are being informed and attracted.
Third Party Opinion: There are numerous experts and professionals in the industry who's livelihood depends on their evaluation and articles developed after thorough study
and research. These reviews will be efficient for management to gain knowledge about the effectiveness about the changes made and likeliness of positive results.

The presentation is developed on hospitality operations holding thorough discussion on the training and information needed to be communicated to
housekeeping staff for reducing negative reviews about the company on social media and other business websites. The presentation concludes that in
accommodation and other hospitality fields in which hotel deals housekeeping department plays a vital role. It is important for the staff to integrate their
efforts and make sure to communicate and with other operational units as the results are linked with their end performance and keeping guests satisfied.
Furthermore, few operational management practices are evaluated in the presentation along with their effectiveness for the entity as they integrates the
duties and performances of workforce enabling effective attainment of eventual goals and objectives. At the end, approaches to achieve and monitor
operational effectiveness are focused over for better performances and improvisation wherever, essential.
Conclusion

Books and Journals
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213-242). IGI Global.
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Edward Elgar Publishing.
Kozak, M. and Kozak, N. eds., 2016. Tourism and hospitality management. Emerald Group Publishing.
Kruja, D. and et. al., 2016. Empowerment in the hospitality industry in the United States. Journal of Hospitality Marketing & Management. 25(1).
pp.25-48.
Mendoza, E. A. D. C. and Carpio, N., 2017. BENCHMARKING KITCHEN AND DINING OPERATIONS. Journal of Business on Hospitality and
Tourism. 2(1). pp.351-360.
Nathalia, T. and Kristiana, Y., 2016, May. Understanding Generation Y'Perceptions and Purchase Intentions Related to Green Practice in Foodservice
Operations. In Asia Tourism Forum 2016-the 12th Biennial Conference of Hospitality and Tourism Industry in Asia. Atlantis Press.
Papargyropoulou, E. and et. al., 2016. Conceptual framework for the study of food waste generation and prevention in the hospitality sector. Waste
management. 49. pp.326-336.
Sigala, M. and Gretzel, U. eds., 2017. Advances in social media for travel, tourism and hospitality: New perspectives, practice and cases. Routledge.
Online:
What is Operations Management [Theory & Practice], 2020. [Online] Available Through: <https://tallyfy.com/guides/operations-management//>
References

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