Unit 7 Report: Front Office and Housekeeping in Premier Inn

This report provides an overview of Premier Inn's accommodation services, focusing on front office functions, the key roles within the front office department, and the responsibilities of the housekeeping department. It explores the importance of forecasting linen stock and other guest supplies to meet demand, emphasizing the interrelationships between housekeeping and other key departments to ensure quality provision and services. The report also examines the significance of scheduling maintenance and repair work to minimize disruption to guests and discusses the importance of security within the organization. The report is a comprehensive analysis of the operational aspects of managing accommodation services within the context of Premier Inn, a leading hotel chain in the UK.

Unit 7- Managing
Accommodation
Services

Contents
INTRODUCTION...........................................................................................................................3
PART A...........................................................................................................................................3
PART B...........................................................................................................................................3
Task 2...............................................................................................................................................3
P4 Explain the organisation of front office functions within a variety of accommodation
services........................................................................................................................................3
P5.the Key role of front office department for a Premier Inn.....................................................4
Task 3...............................................................................................................................................5
P6 Review the key roles found within the housekeeping department in Premier Inn.................5
P7 Assess the importance of forecasting linen stock and other guest supplies to ensure
sufficient supply to meet demand................................................................................................6
P8 Illustrate the importance of interrelationships between housekeeping and other key
departments within a selected organisation to provide quality provision and services...............6
TASK 4............................................................................................................................................7
P9 Examine the importance of scheduling maintenance or repair work to minimise disruption
to guests.......................................................................................................................................7
P10 Discuss the importance of security within a selected organisation......................................8
Conclusion.......................................................................................................................................9
REFERENCES..............................................................................................................................10

INTRODUCTION
Accommodation is regarded as one of the leading industry within Hospitality sector that
facilitates various opportunities for performing into dynamic surroundings. Moreover, the
hospitality industry renders several kinds of service that incorporates accommodation, food and
lodging services for expansion of business. In addition to this, it also facilitates various services
such as catering accommodation and others to its consumers (Badavi and Molchanov, 2020). For
this report the undertaken Company is Premier inn, which is a growing British Hotel Chain as
well as the largest brand of hotel. It has around above 72,000 rooms as well as 800 hotels. Also,
they performs hotel into various location incorporating airports, suburbs and others the topic
which are going to be covered in this report are front office functions, Key role of front office
department and key roles found within the housekeeping department. Moreover, the importances
of forecasting linen stock as well as importance of interrelationships between housekeeping and
other key departments are also described. Apart from this, scheduling maintenance or repair
work to minimise disruption to guests and importance of security within respective industry are
also discussed in this report.
PART A
Covered in PPT
PART B
Task 2
P4 Explain the organisation of front office functions within a variety of accommodation services
Premier inn is in hotel industry and direct communication with customer is very important
to have positive impact and increase in sales. Front office in hotel industry is very important
communication way with customer or more precise to say it the very first person where customer
have interaction with hotel staff (Dayour and et. al., 2020). Front office is also called the heart of
the hotel. It is always situated at lobby area or at entrance of the hotel so it can easily be founded
by customer.
There are various function which are performed by front office in different
accommodation provider are:

Hotel-
The main functions of the front office in Hotel is to fill details of check in, check out
timing of customer which means maintaining a record of date and timing of the customer when
he is entering and leaving the Hotel. Front office also provide the service of telephone to
customer internally and externally, internally means that on the request of customer to wake him
up so staff do it by making up a telephonic call to customer, etc. and externally means call is
made outside the hotel be customer. They have to Maintain guest database like where they
belong, contact number and feedback etc. is one of the most important thing done by front desk
staff. Sometimes staff also have to get in contact with accounting department for the querying on
foreign currency because hotel also provide the service of foreign exchange.
Motel-
Motel is just like a hotel but they provide less services. They generally target the
customers who travel for a long distance. The motel provides easy access of parking customer
may not face nay problem while parking their vehicles. Front office department in Motel is
responsible for updating status of rooms which are booked till now and how many are still
vacant. They have to maintain a proper guest list who are coming in what time must be noted.
Guest house and Home Stays-
The guest house is just like a house that welcomes guest to enjoy the services offered.
This type of accommodation provider may or may not include breakfast in their services. The
guest and home stays provides a services just like a house and there is limited interaction
between owners and guest. The role of front officer manager is to make sure customers must
avail all the services and enjoy the stay in guest room. They have to solve the issues and
problems of the customers.
P5.The Key role of front office department for a Premier Inn
Premier Inn front office department is responsible for all the front office operation in
hotel. Front desk manager schedule the task for all the front office staff. Their are many roles
perform by the staff in a department.
1. One of the main role is to maintain the link between the management & front office
employees for smooth functioning of hotel operation. Proper and clear information is convey to
staff from management so the work can be completed effectively and efficiently.

2. Front office staff has to ensure all SOPs (Standard Operating Procedures) should be
followed while working in hotel and premier inn is good at maintaining all those values better to
provide excellent experience to customer.
3. Night auditors report is a important aspect in a hotel. Auditor have to looks all day
transaction and mark out all the reservation fault and post charges which customer have to bear
and one of the main thing close the cash balance for the so no further changes can be made and
the it can depict the clear picture of the hotel and the role of generating the report lie on the side
of front office.
5. Front office have the direct contact with the client so for anything required by client
then staff have to maintain good coordinate with sales and marketing team. To resolve that
query as quickly as possible and ensure the maximum sales the of the hotel can be possible.
Task 3
P6 Review the key roles found within the housekeeping department in Premier Inn
In Premier Inn, the housekeeping department serves a variety of responsibilities for
cleanliness, maintenance, safe, comfortable and aesthetically appealing environment.
Housekeeping is an operational department of the Hotel that takes pride in keeping the hotel
clean to create a 'home away from home' environment for guests. The housekeeping makes an
effort to give their guest a desirable room that creates a great experience for them (Filimonau and
Magklaropoulou, 2020). The housekeeping department works for 24*7*365 operations. The role
of housekeeping department in Premier Inn are as follows-
 To create a welcoming atmosphere and reliable services from all the staff of the
department.
 To supervise all the staff members of the department and ensure that they get training.
 To build a good working relationship with other department of the Premier Inn.
 Ensure that all staff members are well aware of safety and security regulations.
 To maintain and provide a floral decorations and the landscaped areas of the hotel.
 The Housekeeping department are only responsible to deal with lost and found articles.
 They ensures the High standard of cleanliness.
 The house keeping department is responsible for maintaining inventories of uniform and
providing it to staff.

 They are responsible to select the right contractors and maintain the quality of work.
 To serve the laundering requirements of Hotel linen, staff uniforms and guests clothing.
 They have to deal with guest queries, complaints and requests.
 The House keeping department have to inform all the matters to general manager or
administrator.
 To take care of carpet shampooing and maintaining it.
 To provide a budget, budget control and forecasting related to housekeeping department.
 To coordinate with all the housekeeping programs and projects.
P7 Assess the importance of forecasting linen stock and other guest supplies to ensure sufficient
supply to meet demand.
Linen stock is considered as standard linen catalogue amount as well as which are required
for performing the functioning of hotels smoothly (Ho, 2020). While on other side, the guest
facilitates incorporates furniture like furniture like table, chairs, bed sheet quilt pillow and other
for that this is crucial to anticipate so that any guest would face any issues. Few of the
effectiveness within Premier Inn are discussed below:
Uniforms: Premier Inn with huge size business into sector incorporates separate dress for
whole their department as per the various positions.
Managing linens: With utilising cloths into Premier Inn aids them to gain higher
satisfactory form consumers with assistance of smaller things such as silk beds, curtains and
others.
Therefore, this has been determined that when this comes for maintaining the hygiene, this
would be needed by Premier Inn would grow as well as assure housekeeping and other
functional units for providing services to guest as per their needs effectively.
P8 Illustrate the importance of interrelationships between housekeeping and other key
departments within a selected organisation to provide quality provision and services.
The Importance of Interrelationship between House keeping and front office
The relationship between the House keeping and Front office should be very close, they
should share all the information’s to each other (Lee, 2020). Both the departments should
continuously exchange information of room status, they must have a coordination to clean front
office public areas. The one of the importance of Interrelationship between front office and
House keeping is to create a proper coordination and pass information related to daily room

report and discrepancy report. The list of expected arrivals and departures should be provided by
the front office in advance and notify to house keeping department of actual arrivals and
departures and when they occur. The guest room cannot be assigned until they have been cleaned
by the house keeping department. When guest check out, the front office department should
notify the house keeping.
The Importance of Interrelationship between House keeping and Food & Beverages
Department
There are various importance of interrelationship between House keeping and food and
beverages department such as they both are mainly concern with a provision of linen and
uniforms. The house keeping supervisor have to maintain a sufficient stock of tablecloths and
napkins to meet the demands of food & beverages department. The food & beverages department
require clean uniform on daily basis for which they have to communicate with house keeping
department. The meals of house keeping personnel is the responsibility of the Food & Beverages
department.
The Importance of Interrelationship between House keeping and Human Resource
Department
The Importance of Interrelationship between House keeping and Human resource
department are HR department recruit the staff for the house keeping department. They manage
their salaries and wages. The HR Department manages grievances procedures and address the
indiscipline in the department.
The Importance of Interrelationship between House keeping and Security Department
The Various importance of Interrelationship between House keeping and Security
department are they both are concern with the prevention of fire and thefts. House keeper should
cooperates with security department if they see any security hazards on the floor (Pino, Zhang
and Wang, 2020). They should report anything of a suspicious nature immediately to security
department. The security department should conduct a training sessions for staff to handle the
emergency situations.

TASK 4
P9 Examine the importance of scheduling maintenance or repair work to minimise disruption to
guests.
Within this industry, it is essential to have performed time to time maintenance of
accommodation areas as well as hotel for facilitating upgraded, safe and other effective services
to its guest (Makkar and Yap, 2020). Moreover, the maintenance of any damage area of entity as
this may provide negative impacts in front of particular guests. As all aspects have their own
sustainability as well as strengths that required appropriate maintenances. Furthermore, it's far
importation for hospitality corporations to time table upkeep or repair running as it reduces
quantity of instances associated with customers getting disturbed from set up or repairmen of
rooms or other regions while they came to experience the enables. It assist managers of premier
motel to well organise features and enforce them so that strain amongst personnel is reduces and
appropriate shipping are performed to provide honest and undisturbed facilities. Other
importance of schedule protection and repairing paintings to lessen disruption to visitors in
respective firm Additionally, it has some effectiveness that is discussed below:
 For consumer satisfaction with creative as well as needs facilities associated to
accommodation and its appropriate maintenance is essential.
 In order to develop firm updated based upon the enhancing technology as well as
modern trends in vital.
 Moreover, maintenance is crucial for hazardous factors risk assessment.
 Low disturbance: Scheduled maintenance aims at making repairs and protection in
belongings from time to time. This entire system is carried out simply to ensure that
there is no breakdown in among. If upkeep are not scheduled, than it may lead to failure
of belongings for the duration of the stay of guests in motel. because of this reason,
guests will experience disturbed.
P10 Discuss the importance of security within a selected organisation.
Security is considered as essential aspects all the industry. Moreover, the firm have to pay
attention upon security of its guests and employees (Maksanova and et. al., 2020). So, consumer
security is maintained with assistance of CCTV cameras into corridors as well s also in other

places. Additionally, employees have to maintain the services. Therefore, this is essential for
hotel sector so that they accomplish the requirements of guest. Furthermore, service maintenance
s also vital as within service sector various functions and operation are included that needs
effective evaluation and also respective hotel have maintained specific department for their
consumers security that is known to be security department. Along with this, they have
competent and qualified staff that focuses upon only hotel security such as consumers, staff and
others. Also, Premier Inn invested huge amount upon their capital resources such as decorations,
designs and others. Apart from this, respective hotel has develop separate team that would
observe employees as well as guest so that if anyone is in trouble may get help also on one may
damage their property. Beside all these, some more importance are:
Safety of employees: this is beneficial in reaching goals of handling severity employees.
This is due to the fact there are various characteristic which can be carried out beneath this
characteristic. This allows in managing structures and the usage of safety lighting fixtures &
alarm system that is associated with firm.
Physical assess control: This is one of the maximum critical protection degree, which
means that there may be restrict to any unauthorized get right of entry to any outer element in
agency. This is completed with the intention to prevent any leakage of confidential records. This
challenge is achieved by way of numerous security get admission to manipulate which includes
manual controls and automated controls.
Conclusion
As per the above report, it has been concluded that for effectual accommodation services,
the front desk services management must be interactive with whole essential information.
Moreover, housekeeping services have to be managed with appropriate scheduling of time then
security of clients as well as its information is Hotel accountabilities that must be performed
through effective room inspection for hidden cameras and other unexpected things. In addition to
this, entity has to develop scheduling maintenance as well as repair for consumer satisfaction and
value of brand.

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