Analysis of Accommodation Services: Premier Inn Operations Report

This report offers a comprehensive analysis of accommodation services, specifically focusing on the operations of Premier Inn. It delves into the organization of front office functions, detailing reservation, registration, and cashier roles, and their impact on guest experience. The report also reviews the key roles within the housekeeping department, emphasizing cleanliness, maintenance, and the importance of forecasting linen stock and other guest supplies. Furthermore, it illustrates the interrelationships between housekeeping and other key departments, such as front office and maintenance, highlighting the significance of communication and coordination in ensuring overall guest satisfaction. The report also examines the importance of scheduling maintenance and repair work to minimize disruptions and discusses the role of security management in protecting guests and assets. Overall, the report provides a detailed examination of the interconnectedness of various departments within the hotel to ensure the smooth running of operations and maximize customer satisfaction.

Managing
Accommodation Services

Table of Contents
INTRODUCTION...........................................................................................................................1
MAIN BODY...................................................................................................................................1
TASK 1............................................................................................................................................1
TASK 2............................................................................................................................................1
P4) Explain the organisation of front office functions with the variety of accommodation
services. ......................................................................................................................................1
P5) Discuss the role of within front office department in selected organisation........................2
TASK 3............................................................................................................................................3
P6) Review the key roles found within the housekeeping department in a selected organisation
.....................................................................................................................................................3
P7) Assess the importance of forecasting linen stock and other guest supplies.........................3
P8) Illustrate the interrelationships and between housekeeping and other key departments
within a Premier Inn ...................................................................................................................4
Evaluate the relationship between the housekeeping department and other key departments in
a Premier Inn hotel.....................................................................................................................5
TASK 4............................................................................................................................................5
P9) Examine the importance of scheduling maintenance or repair work to minimise disruption
to guests.......................................................................................................................................5
P10) Discuss the importance of security within a selected organisation....................................6
Assess the role maintenance plays within the accommodation services in ensuring overall
guest satisfaction.........................................................................................................................7
Critically evaluate the importance of communication between the housekeeping and facilities
department ..................................................................................................................................7
CONCLUSION................................................................................................................................7
REFERENCES................................................................................................................................9

INTRODUCTION
Hospitality industry is refers to a broad category of fields within the services industry
which is consist of lodging, food and drink services, event planning, theme park and
transportation. This is associated with the accommodation services which is refers to a facilities
that are provide with an overnight stay such as hotels, guest-house, youth hostels etc. every
hospitality industry business is having a objective to provide quality services to guest in order to
fulfil customers expectation in a excellence manner. Accommodations services basically
generates facilities for making guest experienced memorised and satisfactory. This report is
based on Premier Inn which is an British based hotel chain and UK's largest hotel brand along
with 7200 room and 800 hotels across worldwide. This report is consist of accommodation
services and there contribution in hospitality industry and analysis of key departments and there
interlinked with each other for maximizing the customer satisfaction.
MAIN BODY
TASK 1
Cover in ppt.
TASK 2
P4) Explain the organisation of front office functions with the variety of accommodation
services.
The front office is the department and part of the company which has direct connection
with clients or guest. Such as marketing , sales and service department which are responsible for
the first impression in behalf of company. In premier in hotel , front office department consist of
the responsibility to handle guests, welcoming, providing availability of room etc. some of the
functions are describe below:
Reservation: This is define as the advance booking, in premiere inn hotel their staff
majorly deals with the accept and reject of reservation of the customer via mail, telephones, fax
etc.
Registration: This is responsible for the warm welcome of the guest along with take all
the information queries. In premier inn hotel, staff handle the registration and queries in
effective manner and in the friendly nature so that guest feel comfortable.
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Front office cashier: This is the section which has the function handling billing, updating
general information, keeping records of check in check out timing of guest etc. premier in hotel
is reliable for deposit of resources and collection of cash as per the maintained record.
P5) Discuss the role of within front office department in selected organisation
The hotel front office is consist of the various responsibility which has been includes
registration, managing reservation, handling queries and providing information about hotel
infrastructure. In relation to the perimier inn hotel, it has been allow customer service and
experience along with the work experience which comes under this front office. There are
various roles which comes under the front office in which they make customer engage and
satisfied.
 The main role to sale the hotel room in adequate manner which is followed by
registration in which receptionists take the all the information of guest along with proper
date and time.
 The major duty is to provides room to the guest along with this, they also make sure that
there have to be contentious flow of information throughout stay in hotel.
 For maintaining all the data and information about guest, data base and customer relation
management system play vital role and this is proceed under front office department.
 Managing and handling queries are also the vital role which is play by the front office
that help in enhancing customer relation and experience.
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TASK 3
P6) Review the key roles found within the housekeeping department in a selected organisation
The housekeeping department is refers to an operational department in hotel in which
their main responsibility is cleanliness, maintenance and ensures management about updated
rooms(Accardo, Kuder and Woodruff, 2019). In hotel Premier Inn the efforts and contribution
given by housekeeping department is to create and maintain the desirable rooms along with
facilities such as certain accessories in order to enhance better experience in hotel. Other then
this there are various key roles of housekeeping department that are discussed below:
 They are responsible for providing enough facilities that ensures about guest comfort and
smooth commence for department.
 This has been assure that all services which come under housekeeping department creates
high standard for cleanliness and update to the superiors about allocation of rooms to
guest.
 It has been establish a better relationship with other other departments so that all aspect
of resources and services will be controlled in a effective way.
 Housekeeping department provides productive base to equipments and other resources
that support in to improve service flexibility.
 The premier inn hotel housekeeping is responsible for laundry service where overall
bedsheets, tea cups, crockery and table are getting washed and clean (Birinci, Berezina,
and Cobanoglu, 2018). Along with this, washing guest cloths is also handle by this staff.
P7) Assess the importance of forecasting linen stock and other guest supplies.
A minimum stock line is type of uniform which is required to meet daily demands of
hotel so as to ensures a proper circulation. This helps in preventing overstock and eliminates
chances of linen inventory which is important to ensures smooth and effective running of hotel
operations. Importance for linen stock has been discussed below in context to premier inn hotel:
For setting correct strategies for driving incremental profit: this is accurate way that helps in
analysing the market dynamic in demand and supply (Dassah, and. et. al., 2018). In addition to
this, technology plays a important role as it helps revenue manager that handles vast amount of
data in more convenient and faster manner.
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Consolidation information at the micro and macro level: this is the most benefited part which is
well formulated in hotel demand forecast evaluation that provides support in better
understanding of effective inventory consumption through which revenue manger better refine
the distribution of inventory in order to minimize the waste.
Assorting demand forecasting that collectively at other department: it is one of the most
important aspect which is used by every department in order to forecast need related to sales.
This is calculated by predicting expenditures like raw materials which is opted by the
maintenance and housekeeping department as per their need (Chitty, and. et. al., 2019).
Similarly food and beverages operating costs is accurately highlighted as per the cost and
periodically estimation.
P8) Illustrate the interrelationships and between housekeeping and other key departments within
a Premier Inn
The housekeeping department is consist of relationship with others department like
maintenance, food production, sales and front office (Reid, 2018). In primer inn hotel, all
departments are handling work coordination with other functions in order to enhance
performance and quality of outputs. Some of important relationship of housekeeping departments
with other department of premier in n hotel is discussed below:
Front office and housekeeping: These are the two key department which ensures smooth
running of operation in primer in hotel while providing optimum level of satisfaction to the
customers. They are interlinked with others as front office allot rooms to the guest and ensures
about check in and check out process and then coordinate to housekeeping staff for cleaning the
particular room which is booked (Dolnicar, 2019). Other then this, housekeeping staff inform
front office about the room status, so that they can provide room to the guest accordingly. This
coordination provides support in smooth running of check in and check out process and
eliminates confusion.
Maintenance and housekeeping: Maintenance Department is generally coordinated with all
departments as this is responsible for providing electricity and mechanical facilities which has
been contributes in comforting guest. Therefore it increases the efficiency of staffs in fixing
equipments which are out of stock. Housekeeping department is coordinated with maintenance
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department for informing about electricity and other mechanism so that higher level of
satisfaction is to be provided to the customers.
Evaluate the relationship between the housekeeping department and other key departments in a
Premier Inn hotel.
Housekeeping department of hotel is like centre of wheel which is maintain direct contact
with the other departments of hotel. In Premier Inn hotel cooperation among housekeeping and
front office is very close as housekeeping prepares a room and front office sales them to guest.
Along with this, one of the important function of housekeeping department is to maintain the
hotel and keeping the furniture and other equipments in working in order to satisfy the guest
(Fereidouni, and Kawa, 2019). Therefore for this proper relationship with engineering or
maintenance department is necessary. Which is carry out the task of fixing which is out of order
furniture, replacement of all the electrical good, repairing of the plumbing items etc. maintaining
these relationship in hotel provides higher performance and productivity along with quality
outputs.
TASK 4
P9) Examine the importance of scheduling maintenance or repair work to minimise disruption to
guests
Maintenance department of Premier Inn hotel is associated with responsibility of
maintaining all facilities and equipments in good condition and ensures that it functioning
smoothly in order to reduce the interruptions to running the hotel effectively. Having access to
high quality information provides competitive edge to hotel as this is an base for all decision
making (Labanauskaitė, Fiore, and Stašys, 2020). Along with this well organised is essential for
good hotel maintenance. In relation to premier inn hotel their maintenance team is strictly
monitoring electricity supply and other mechanism infrastructure.
Importance of maintenance department
 Maintenance department of hotel is responsible for maintaining the building and assets. It
is advanced by sophisticated engineering equipments that is used to fix electrical
mechanism in hotel such as fan, lights, machinery, air conditioner, detector etc. for this
hotel hires experienced and professional engineer candidates so that work can be done in
effective manner with perfection.
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 This support the management to work with the upgraded technology so that better
outcomes can be achieved.
 The important role and objective of maintenance department is to provides bets operation
system that help in operate in more effective manner and improves engineering facilities.
 With the effective maintenance and and repairing hotel is able to minimise or eliminates
the disruption to guest through which they get satisfied along with get memorable
experience.
P10) Discuss the importance of security within a selected organisation
Hospitality security is the part of management of security in hotel, lodging, entertainment
facilities is being provided in order to fulfil the guest expectation and to provide them
satisfaction (Nepal, and Nepal, 2019). Similarly, primer inn hotel security management helps in
secure staff, guests, and physical resources and assets. In which physical assets includes
equipments, appliances, buildings, guest belonging along with hotel grounds. It help hotel in to
prevent from natural and intention uncertainty that can create a hazardous situation. There are
some importance of security management is explained below in context to premier inn hotel:
 Security management starts by investing in quality surveillance software which is well
positioned to cover key areas of hotel including entrances and exits. This makes the hotel,
theft proof
 Security management protects guest and staff along with physical assets. They are also
responsible for controlling the traffic in parking zone and ensures a seamless experience
of guest.
 With the help of proper training and development to security staff, they enhance their
knowledge about how to use equipments at the time emergency situation which helps in
to prevent uncertainty.
Assess the role maintenance plays within the accommodation services in ensuring overall guest
satisfaction
The maintenance department of premier inn hotel is responsible and accountable for
maintenance. They ensures about how equipments run and looks along with the costs to achieved
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required level of performance. Guest are more satisfy when they experience fewer issues and that
are also resolved quickly and efficiently (Prayag, and Ozanne, 2018). Along with consumers
satisfaction maintenance also save staff valuable time and money. Having a regular preventative
maintenance in hotel keeps it running smoothly which results in increases overall guest
satisfaction. This cut downs a large expenditure and ultimately cut down cost through which
hotel is able to provide great services in affordable prices.
Critically evaluate the importance of communication between the housekeeping and facilities
department
The efficiency of housekeeping department basically depends upon the working of
controlling desk. The main job of the housekeeping department is to ensures about the
cleanliness, maintenance and keep undated about room to the management. Along with this,
housekeeping desk role is to receive call from guest and resolve the problem. This department is
the one that directly interact with the guest and other department coordinate with housekeeping
department so that proper services can be provided to them (Qin, and. et. al., 2020). This has
been coordinates with front desk to ensures about the guest arrival and departure timing so that
room get ready accordingly. Human resource department coordinated with housekeeping for
issuing identity cards, confirmations, promotions etc. it also coordinates and maintains proper
communication with the purchase department to inform about guest supplies, room stationeries
and various cleaning agents etc. to so that that customers get bets services and memorable
experience.
CONCLUSION
From the above analysis it has been concluded that, there are various accommodation
services which help in to secure and improve a particular hospitality industry. In hospitality
sector there motive is to provides excellence services so that customers satisfaction can be
maximized. In which communication and coordination between departments of hotel is
necessary for the smooth running of operations through which guest get excellent experience.
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REFERENCES
Books and Journals
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Birinci, H., Berezina, K. and Cobanoglu, C., 2018. Comparing customer perceptions of hotel and
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Contemporary Hospitality Management.
Chitty, and. et. al., 2019. Services marketing.
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Exploring the lived experience of persons with physical disabilities in accessing primary
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Launching the Annals of Tourism Research Curated Collection on peer-to-peer
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Asian Conference on Intelligent Information and Database Systems (pp. 510-518).
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2019. Managing customer resource endowments and deficiencies for value cocreation:
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Zhang, T., Bufquin, D. and Lu, C., 2019. A qualitative investigation of microentrepreneurship in
the sharing economy. International Journal of Hospitality Management, 79, pp.148-157.
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