Accommodation Services Management: Premier Inn Case Study Report

This report provides a comprehensive overview of accommodation services within the hospitality industry, focusing on key aspects such as scale, ownership models, and the role of online reviews. It delves into the organization of front office functions, key roles within the front office and housekeeping departments, and the importance of forecasting guest supplies. The report also assesses the inter-relationships between housekeeping and other departments, the significance of scheduling maintenance, and the critical role of security within a selected organization, using Hotel Premier Inn as a case study to illustrate these concepts.

MANAGING
ACCOMODATION
SERVICES

Table of Content.
INTRODUCTION...........................................................................................................................1
MAIN BODY ..................................................................................................................................1
P1 Identify the scale and size of the accommodation services found within the hospitality
industry........................................................................................................................................1
P2 Explain the different forms of ownership available to accommodation services...................3
P3 Discuss the role that, grading, classifications systems and online review sites play when
potential guests look for and book accommodation....................................................................4
P4 Explain the organisation of front office functions within a variety of accommodation
services.........................................................................................................................................5
P5 Discuss the key roles within the front office department for a selected organisation............5
P6 Review the key roles found within the housekeeping department in a selected organisation6
P7 Assess the importance of forecasting linen stock and other guest supplies to ensure
sufficient supply to meet demand................................................................................................7
P8 Illustrate the importance of inter-relationships between housekeeping and other key
departments within a selected organisation to provide quality provision and services...............8
P9 Examine the importance of scheduling maintenance or repair work to minimise disruption
to guests.......................................................................................................................................8
P10 Discuss the importance of security within a selected organisation......................................9
CONCLUSION................................................................................................................................9
REFERENCES..............................................................................................................................10

INTRODUCTION
An accommodation service in hospitality industry is a type of services in which staffs are
required to take care of their guests or hoteliers by fulfilling their needs like catering food, bed
and breakfast services etc. These types of services are provided in hotels, guest houses,
homestays and every other facilitating services providers that deals in this kinds of services
(Della Volpi and Paulino, 2018). For a better understanding of this report, Hotel Premier Inn is
taken under consideration which is a largest British hotel chain and largest hotel brand in UK. It
has around 72000 rooms in 800 hotels spread around the globe. It was established by Whitbread
in 1987 and has its headquarters in Dunstable. This report will be a brief coverage on
accommodation services found in hotel industry with their different forms of ownership along
with the role of online reviews while looking and booking for accommodation services. Later in
this report different organisations of front office functions, key roles in front office department,
key roles of housekeeping department and importance of forecasting guest supplies will be
discussed. Furthermore, there will be a discussion on importance of relationship between
housekeeping and other departments, importance of maintenance in order to ensure better
customer satisfaction along with importance of security in selected organisation.
MAIN BODY
P1 Identify the scale and size of the accommodation services found within the hospitality
industry
There are different types of accommodation services that are rendered in hospitality
industry that are discussed below as:-
1. World class services: These are luxury types of services provided by hotel staff. These
services are highly expensive in nature and can be afforded by rich peoples only
(Kandampully and Solnet, 2019). In reference with Premier Inn Hotel, the firm is well
known for their high quality services rendered by them to their target customers for this
type of accommodate that are celebrities, business executives, high profile politicians etc.
that comes in the category of high class in a society.
2. Mid Range Services: These are the types of services in which a hotel firm offers average
kind of facilities to their clients and charge them accordingly. These are considered as the
1

segment of market which records high level of sales due to their average services and
appropriate pricing. In reference with Hotel Premier Inn, the firm also offers mid range
services to their guests in order to gain more market capture as this type has a vast area of
market segment.
3. Budget / Limited Services: These are the services which are provided by hotel that
contains only basic needs of a guests and minimum level of services and charges
minimum level of prices for the services that has been rendered to their clients (Radojevic
Stanisic and Stanic, 2019). These are the hotels for minimum budget travellers and
hoteliers who has low budget and requires only basic services. In reference with Hotel
Premier Inn, the firm also provides these kinds of services in order to get more sales of
their services and ensures customer satisfaction in limited services.
Different types of Hotel services:-
 Full services hotel - These are the luxury types of hotels that provides high level of
customer satisfaction through their services and charges high level of pricing for
providing these services (Ren and et.al., 2018). These are expensive hotels and furnishes
luxury kind of treatment to their clients. In context to Hotel Premier Inn, the firm has
these kinds of hotels as these are generally high in profitability and provides high level of
customer satisfaction.
 Resort Hotels: These are the luxury housing hotels that provides entertainment and food
services to their customers. Herein Hotel Premier Inn, the firm has some resort hotels
spread inn order to provide their customer luxury treatments along with entertainment
facilities.
 Bed and Breakfast: These are the hotels that provides accommodations in night too and
provides their clients with breakfast. Charges of these kinds of hotels are usually low and
has minimum reach of goods. In context to Hotel Premier Inn, the firm also provides
these kinds of services in their hotel.
 Economy Budget Hotels: These are the types of hotels that are setted up for lower
segment of society of travellers who have a low budget in travelling (Ren and et.al.,
2018). These are the types of hotel which has rooms with basic needs in order to satisfy
their customers and charges low or minimum prices from customers. In reference with
2

Hotel Premier Inn, the firm has some segments that provides low budget services in order
to gain market share.
Explaining the contribution of accommodation services to the UK's economy.
In every region or a country, accommodation services of hospitality industry contributes
to 3-5% of country's economy. In 2019, contribution of these services to UK's economy was 59.3
billion euros which was approximately 3% of UK's economy in 2019.
Different Business Operating Models:-
Low cost Model: It is a business operating model or a business strategy in which prices
are set by an organisation to lowest pricing providing by their competitors in order to gain
competitive advantage and high demand in market. In reference with Hotel Premier Inn, the firm
adopts this type of model as there is huge competition in market and in order to gain competitive
advantage prices in respective organisation are decided accordingly.
Informal Accommodation Model: It is a type of business model in which individuals
agrees to rent their personal property and transform it into a hotel to a specific brand (Shin
Perdue and Kang, 2019) . In reference with Hotel Premier Inn, the firm does not generally adopts
this model because rent charges in this are high which will ultimately increase the prices of their
services.
P2 Explain the different forms of ownership available to accommodation services
There are different types of ownership in a business that provides accommodation
services which are as follows:
 Private Ownership – This is the form of ownership in which the the possession of
control of ownership is owned by a single person i.e. sole proprietor (Munand et.al.,
2022). In reference with Hotel Premier Inn, the firm is owned by Whitbread Group plc
which was founded by Samuel Whitbread however, there are different investors of the
firm with proportionate share in the firm.
 Franchising: It is a type of ownership in which a firm permits to use their name and
products or services to other firms and charges a share of profit or commission for the use
of their name and services(Gogoski and Naumov, 2018). In reference with Hotel Premier
Inn, the firm is currently not accepting new franchisees but has some franchising partners
over the globe that helps the firm in maximising the profits.
3

 Leasing: It is the form of operating business in which a firm rents out the property of
other corporate individual. A fixed amount called rental money is charged over the rented
property to its rightful owner for the use of respective property. In reference with Hotel
Premier Inn, the firm generally not utilizes this form of operating business because it
itself has enough properties to manage their business.
P3 Discuss the role that, grading, classifications systems and online review sites play when
potential guests look for and book accommodation
Classification System
Classification system in hospitality industry is rating of products or services provided by
business enterprise in the industry on the basis of facilities provided by them and prices they
charged for respective product or service. In hospitality industry or hotel industry it is estimated
through rating system through 1-5 stars or diamonds according to the experience of their buyers
or clients.
Impact of online reviews:-
In today's world, people search for the facilities they desire online first in order to get best
products or services. In this online reviews plays an important role as these reviews will let
travellers or hotel seekers an outline of a hotel and they will choose for the most appropriate
facility provider in best prices available (Sun and Lee, 2018). In reference with Hotel Premier
Inn, the positive online reviews about their firm will help them attract more customers in the
market and will enhance better profitability and negative reviews will charge the firm with loss
of market share as the customers will shift to other available competitors.
Role of grading, online reviews for a hotel:-
Grading and online reviews plays an important role to any hotel business in hospitality
industry as a person seeking for a hotel to stay first overlooks the rating of a hotel firm on online
sites which provides a brief discussion of the firms facilities, charges and quality if services
provided by a firm and selects accordingly what's best for them. This helps a customer in
providing what is best suited to them and their budget. In context to Hotel Premier Inn, the firm
has a positive and good ratings online regarding their services and customer satisfaction which
helps them in attracting more new customers base and magnifies the loyalty of their customers.
4

P4 Explain the organisation of front office functions within a variety of accommodation
services
Functions of front office in different accommodation services:-
Reservation:- It is a basic function performed by a front office department in which the
personnels or employees working there are supposed to book and a lot rooms to their customers
or clients and guide the buyers to their respective rooms (SEMENOVA and et.al., 2018). They
also perform as a guiding personnel and leads an online client who had booked a suite through
websites to take them to their rightful rooms that are allotted to them.
Receptionist:- A receptionist staff is a person whose main job is to allot rooms to the visitors
seeking for room or services and meet their desires in an effective way so that work can be done
effectively and efficiently and also provide customer satisfaction to their visitors and also
acquires basic information needed in order to get meet basic requirements of firm and customers.
They also connects the respective visitors to the main management of a company if demanded or
required by a visitor.
Guest Services:- Guests services are the staff who fulfils the customers needed according to the
services they have chosen. These services includes carrying orange juice to their respective
customers, changing bedsheets, providing breakfast, solve queries about their room and solve
any minor issue faced in stays in their rooms.
In reference with Hotel Premier Inn, the firm has an excellent recruited staff in their front
office as it helps the firm in achieving various organisational goals setted up by the business.
Personnels recruited in respective firm first goes through various processes and only selected
candidates are given the job. People specialising in respective skill are allotted jobs appropriately
in order to get efficient results.
P5 Discuss the key roles within the front office department for a selected organisation
Front office department overlooks various people working in an organisation in order to
ensure better results in the organisation. The roles and responsibilities of different front office
departments in an organisation are:-
 Front Office Manager:- Front office manager department is accountable for taking
managerial decisions in an organisation that are related to front desk (Park Sutherland
and Lee, 2021). In reference with Hotel Premier Inn, the firm is required to provide
5

necessary training and development to their front office managers in order to get effective
results in front office departments.
 Reservation manager:- A reservation manager is responsible for accommodation
requests of customers. A reservation manager checks the vacancy of services and
customers needs and accepts or rejects their requests accordingly. They are only
responsible for the requests that are made through online medium.
 Reception Manager:- Reception manager is a department or a person that directs and
governs the reception. This department is a welcoming department of the organisation
and also helps them in completion of registration process and assigns rooms to firm's
customers.
 Head Concierge:- These are the personnels in an organisation that are responsible for
making reservations of lunch and dinners and arranging appropriate tours and travels in
order to help customers in providing appropriate services and ensure better customer
satisfaction.
P6 Review the key roles found within the housekeeping department in a selected
organisation
Housekeeping department in an organisation in plays various roles in an hotel firm such
as maintenance of public areas, cleanliness of rooms, hygienic maintenance of toilets and
bathrooms etc. (Chatterjee, 2018). In reference with Hotel Premier Inn, roles of housekeeping
staff of the business firm are:-
1. Managing HR Concern:- Housekeeping department helps the firm in managing human
resource department in order to ensure better efficient productivity of employees so that
profits can be maximised in an organisation. They also enhances training and
development in the organisation in order to provide better results in the organisation and
also ensures customer satisfaction through their rendered services.
2. Managing and forecasting of inventories:- Housekeeping also helps the firm in
managing inventory and stock of the firm. They are responsible for checking the goods
stocked in an organisation and helps them in keeping record of the goods so that need of
these goods can be fulfilled whenever required.
3. Managing Multicultural Team:- As the firm recruits employees globally from various
countries which creates cross culture in the firm. Housekeeping helps them in managing
6

these peoples from different cultures in order to ensure better flow of information and
communication and helps them achieve better results.
P7 Assess the importance of forecasting linen stock and other guest supplies to ensure
sufficient supply to meet demand
Forecasting linen stock and also managing supplies that enhances guests services plays an
important role in functioning of an organisation as it helps them in maximising the profits for the
firm by providing better customer satisfaction. Some of their importances are discussed as:-
 Increasing Customer Satisfaction:- It helps them in improving customer satisfaction as
the existing presence of the required good of helps housekeeping personnels in providing
quick services which directly enhance customer satisfaction. In reference with Hotel
Premier Inn, they have forecasted their guest supplies and their personnels frequently
overlooks their supplies in order to enhance customer satisfaction in the firm.
 Improves Brand Image:- As forecasting of stock linen as well as guest supplies
increases the customer satisfaction, this eventually leads to improving the goodwill and
brand image of the organisation. In context to Hotel Premier Inn, forecasting helps them
in increasing their goodwill which maximizes profit ability of the firm.
 Avoiding Wastage:- It helps the firm in avoiding wastage as forecasting allows the firm
in purchasing of goods only when needed which enhances to avoid unnecessary
purchasing of goods. Herein Hotel Premier Inn, the firm utilizes this in order to ignore
wastage of resources.
Linen Inventory Management – It considers the various categories of linen that are to be
managed in a firm. Different types of linen management are:
1. Bath Linen: Bath linen contains management of different bathing related goods such as
towels, soap, napkins etc.
2. Bed Linen: Bed linen contains different bed related components such as bedsheets,
pillowcases, curtains etc.
3. Food and beverage linen: Food and beverage linen includes the components such as
table cloth, napkins, frills and many more.
7

P8 Illustrate the importance of inter-relationships between housekeeping and other key
departments within a selected organisation to provide quality provision and services
Housekeeping plays an important role in operations of a firm in hospitality industry. It is
important for the firm to maintain the inter-relationships between housekeeping and other
different departments of the firm in order to get best effective results. In reference with Hotel
Premier Inn, the firm has a maintained a good inter-relationship between their departments so
that efficient results can be obtained. The inter-relationship of different departments with
housekeeping of Hotel Premier Inn are discussed as:-
1. Housekeeping and Front office department:- Housekeeping ensure the cleanliness in
front office department and meet their needs in housekeeping. While on the other hand,
front office is responsible for carrying out basic information needed to housekeeping to
ensure smooth functioning of operations
2. Housekeeping and food and beverage department:- Housekeeping department keeps
the food and beverage department hygienic and clean while food and beverage
department keeps them updated about needs of guests.
3. Housekeeping and security:- Security department ensure safety of housekeepers while
housekeeping department is responsible to inform about any unusual activity of guests
and also ensures cleanliness of security department.
P9 Examine the importance of scheduling maintenance or repair work to minimise
disruption to guests
The maintenance in firm helps to enhance more customer satisfaction and a comfortable
as well as appropriate stay of the guests in the organisation. In reference with Hotel Premier Inn,
the firm frequently check the quality and ant damages in their infrastructure and repair them as
soon as possible so as to provide their guests a good experience with their hotel. The respective
hospitality firm uses scheduled repairing in order to fix any damages in their property so that
customer satisfaction can be maximised. Furthermore, the firm tries to fix any damages in their
product so as to avoid any further damages in the firm which can be caused due to ignoring the
damages.
P10 Discuss the importance of security within a selected organisation
In any hospitality firm, security plays an important role for the firm. It is their vital duty
to ensure safety to their guests in order to get better satisfaction of their guests. An hospitality
8

firm should perform three major safety measures that are data security, staff safety and guest
safety. While on the other hand it is important for the firm to also provide information safety as
by keeping all the data of their guests confidential.
In reference with Hotel Premier Inn, the firm needs to overlook at their safety services
and protect their staff, data and guests from any kind of risk and harm. It is one of their vital
service to ensure confidentiality of information and assets safety of their guests in order to get
best level of customer satisfaction through which goodwill and profitability can be maximised.
CONCLUSION
From the above detailed discussion, this can be concluded that accommodation services
plays an important role in hospitality industry and includes various types of services based on
size and scale of the services that are provided by a hospitality firm. Ratings and reviews online
plays an important role in a hospitality industry as it highly influences the sales of the firm. This
report was a detailed analysis of different accommodation services in an organisation and
different departments in it along with their functions. These departments includes front office,
housekeeping, security, food and beverages department etc. Different personnels working in
different departments plays a variety of roles in their job in order to maximise business's profits
by maximizing the customer satisfaction.
9

REFERENCES
Chatterjee, P., Role of Housekeeping Cleaning Equipment and Agent in the world of Hospitality
Industry.
Della Volpi, Y. and Paulino, S.R., 2018. The sustainability of services: Considerations on the
materiality of accommodation services from the concept of life cycle thinking. Journal
of Cleaner Production, 192, pp.327-334.
Gogoski, R. and Naumov, K., 2018, May. Capital and investments in companies in tourism and
hospitality in the Republic of Macedonia. In Tourism International Scientific
Conference Vrnjačka Banja-TISC (Vol. 3, No. 1, pp. 657-672).
Kandampully, J. and Solnet, D., 2019. Competitive advantage through service in hospitality and
tourism: a perspective article. Tourism Review.
Mun, and et.al., 2022. Strategic target customers of food and beverage offerings in full-service
hotels: Outside-hotel customers. International Journal of Hospitality Management, 102,
p.103159.
Park, C.W., Sutherland, I. and Lee, S.K., 2021. Effects of online reviews, trust, and picture-
superiority on intention to purchase restaurant services. Journal of Hospitality and
Tourism Management, 47, pp.228-236.
Radojevic, T., Stanisic, N. and Stanic, N., 2019. The culture of hospitality: From anecdote to
evidence. Annals of Tourism Research, 79, p.102789.
Ren, and et.al., 2018. Investigating accommodation experience in budget hotels. International
Journal of Contemporary Hospitality Management.
Ren, and et.al., 2018. Investigating accommodation experience in budget hotels. International
Journal of Contemporary Hospitality Management.
SEMENOVA, and et.al., 2018. Development of a system of quantitative and qualitative
indicators for assessing the competitiveness of the hospitality industry. Revista
ESPACIOS, 39(22).
Shin, H., Perdue, R.R. and Kang, J., 2019. Front desk technology innovation in hotels: A
managerial perspective. Tourism Management, 74, pp.310-318.
Sun, K.A. and Lee, S., 2018. Effects of franchising on industry competition: The moderating role
of the hospitality industry. International Journal of Hospitality Management, 68, pp.80-
88.
10