Comprehensive Report: Managing Accommodation Services at Hilton Hotel

This report provides a comprehensive overview of managing accommodation services, using Hilton Hotel as a case study. It begins by identifying the scale and size of accommodation services in the UK, analyzing the number of hotels and room quantities across different star ratings. The report then delves into the various forms of ownership applicable to accommodation services, outlining their advantages and disadvantages. It further explores the role of grading and classification systems, specifically within the context of Hilton, detailing essential, basic, nice-to-have, luxury, and hyper-luxury service aspects. The report also describes the functions of the front office department, including reservations, reception, telephone operators, and information sections, as well as the key roles within the front office. It outlines the responsibilities of the housekeeping department, the importance of linen and guest supplies, and the interrelationships between housekeeping and other key departments. Finally, the report highlights the importance of scheduling maintenance to minimize disruption and the significance of security measures in managing accommodation services.

Managing Accommodation
Services

Table of Contents
INTRODUCTION...........................................................................................................................1
P1 Identifying the scale and size of accommodation services....................................................1
P2 Explaining different forms of ownership for accommodation services.................................5
P3 Presenting the role of grading in Hilton.................................................................................8
P4 Describing the front office functions.....................................................................................9
P5 Describing the key role of front office functions.................................................................10
P6 Roles of housekeeping department......................................................................................11
P7 Describing the importance of linen stock and other guest supplies.....................................12
P8 Presenting the interrelationships between housekeeping and other key departments.........12
P9 Importance of scheduling maintenance to minimize the disruption....................................14
P10 Importance of security ......................................................................................................15
CONCLUSION..............................................................................................................................15
REFERENCES..............................................................................................................................16

INTRODUCTION
Managing the accommodations services plays an effective role in the every business. For
hospitality industry, it is quite necessary to provide the best quality of products and services to
their customers. The report main aim is to understand how the services are managed so that they
will easily meet out the demands of the customers. The chosen hotel for this report is Hilton
which is one of the leading firm in UK and provide top services to their customers as well.
Report identify the scale and size of the accommodation services which is found in the
hospitality industry. Further it also describe different forms of ownership which is available to
the accommodation service and then discuss the grading and classification system. Further it also
explains the organization's front office functions and some key roles in the office department for
Hilton. Then it describes the interrelationships of housekeeping department with other ones and
importance of security system in it.
P1 Identifying the scale and size of accommodation services
Theme 1: Number of hotels in UK in different years
Year Number of hotels in thousands
2009 12.3
2010 12
2011 12.3
2012 12.4
1

Interpretation: From the above graph it has been analysed that in UK the number of
hotels are increases such that in 2009 its number is low but as the year passes number of hotels
are increases and as a result, the size of total hotels are raises.
Theme 2: Hotels in UK in 2009
Type of hotels in UK Number
5 star 92
4 star 771
3 star 1697
2 star 542
1 star 9
2
1 2 3 4
0
500
1000
1500
2000
2500
2009 2010 2011 2012
Year
Number of hotels in
thousands

Interpretation: From the above graph, it as been analysed that in UK, 3 star hotels are at high
number as compared to others such that there are 1697, 3 star hotels and 92 5 star hotels. While
on the other side, there are only 9 one star hotels in UK.
Theme 3: Number of hotels in England
Type of hotels in England Number
5 star 68
4 star 540
3 star 1256
2 star 452
1 star 9
3
92
771
1697
542
9
5 star
4 star
3 star
2 star
1 star

Interpretation: From the above, it has been realised that in England also there are 1256, 3 star
hotels and 68 five star hotels and 540, 4 star hotels in England. That clearly shows that the
majority of 3 star hotels are in England as compared to other hotels.
Theme 4: Quantity of rooms in UK in 2015
Bedrooms in UK Number
201 + rooms 339
101- 200 rooms 1141
51- 100 rooms 1892
26-50 rooms 2357
11-25 rooms 6300
4
5 star 4 star 3 star 2 star 1 star
0
200
400
600
800
1000
1200
1400
68
540
1256
452
9
Number

Interpretation: In 2015 data, it has been clearly realised that the hotels which have 11 to 25
rooms are in large quantity as compared to others. Moreover, 201 bedrooms are in 339 in number
and 101 to 200 rooms are in 1141 numbers.
P2 Explaining different forms of ownership for accommodation services
Types of
ownership
Description Advantages Disadvantages
Sole trader It is the type of an enterprise
which is basically run by one
person and there is no legal
restriction for running a
business (Weima and
Hyndman, 2019).
 The person can
easily changes
the business
structure.
 Also, requires
low start up
cost.
 It has unlimited
liability.
 For a sole
trader it is
tough to secure
funding.
Limited
company
It is that type of business
which allows the business
 It has the
biggest
 It require a lot
of cost for
5
201 + rooms
101- 200 rooms
51- 100 rooms
26-50 rooms
11-25 rooms
0
1000
2000
3000
4000
5000
6000
7000
339
1141
1892 2357
6300 Number

owner to keep their own
assets separate from other
business. So that there is no
risk for personal wealth.
advantages
related to tax
benefits.
 It has a limited
liability.
investment.
 There are more
complex
accounts and
some
restrictive rules
that govern the
accounts as
compared to
others
(Killaspy and
et.al., 2016).
Ordinary
business
It is normal own business
which is set up in order to
fulfil the demands of their
customers.
 Easy to set up
and there is no
legal restriction.
 Entire profit
and loss is
beard by the
owner
themselves.
 Require high
cost to set up a
business.
 Whatever the
loss company
faces, that is
beard by a
person.
Partnership It is the form of business in
which two or more people
share the ownership and the
responsibility for managing
the company and profit and
loss share at equally.
 Using this, a
person can
easily set up
their business
and also
maintain their
overtime as
well.
 Difference of
opinions also
exist in this
partnership.
Limited It allows the investor to buy a  Using this, the  Partners are
6

partnership business but sometimes it
also maintains the limited
liability as well which is
based upon their
contributions (Robinson and
et.al., 2016).
partners will
easily share the
workload and
also rewards for
the business
success.
also splits from
the profit
which is
generates and
each partners
also creates
disagreements
with them.
Limited
liability
partnership
In this, all the partners have
limited liabilities and even
each partner is not
responsible for another
partner's misconduct.
 Limited liability
partnership
have separate
legal entity.
 It also has
Roles of
housekeeping
departmentflexi
ble agreement.
 It leads to
greater
penalties and
one partner
have more than
one rights.
Unincorporated
Association
It is an organization which is
set up from an agreement
with the group of people so
that they come together for
earn profit.
 It is more
flexible
structure among
all.
 It does not
recognize as a
separate entity.
Purchase Advantages Disadvantages
Cash purchase  It is one of the most simple
method among all purchase
method in the context of
hotel.
 Sometimes the cash is not
available for purchasing
the items.
7

 There is no interest require.
Bank Loan  One of the most common
method and can take loan
up to some extent
 Sometimes the person has
to pay a lot of amounts as
an interest if they did not
complete it on defined
time.
Family Loan  Purchasing item from a
family loan will helpful to
take money without
charging any interest.
 Sometimes taking money
from family members
creates clashes in between
the family members (Dixit,
2017).
Joint Purchase with
family/ friends
 It helps to purchase item
even though they are more
expensive.
 Monthly expenses are also
shared with an ease.
 Sometimes it also leads to
breakdown from their
relationship as well.
Franchise  It helps to establish a good
market share because of
franchising an already
existing brand.
 In the context of hotel, It
may creates difficulties in
selling the property.
 All the profits should be
shared equally.
Re- mortgage own
home
 Purchase it at low interest
rates.
 It is quite flexible and can
easily afford the monthly
payment as well.
 A person has to pay a lot of
as compared to originally
borrowed.
P3 Presenting the role of grading in Hilton
Area Description Services
Essentials These are the most necessary things which  Easy check- in check out
8

a hotel must posses while providing a
customers service to their guest (Kimes,
2017).
facility.
 Good quality of bed with
maintained bathroom.
 Stand out room services 24
hours.
 Internet or Wi-Fi
 Faultless housekeeping
 Basic toiletries.
Basic In hotel, some basic requirements should
be there so that it helps to leave a good
impression.
 Lunch, dinner facilities.
 Proper and maintained
bathrooms with rooms.
 Basic room services.
 TV
 Sanitation facilities.
Nice to have Nice to have are those things which a hotel
may or may not posses. But if it provides
these things then it creates good
impression upon their customers.
 Cab facilities.
 Iron
 Swimming- pool
 Gym
Luxury These are the things which provide unique
facilities to their customers with more than
a fashionable interior.
 Shaman sessions.
 Spa
 Cinema Spa
 Sky taxi
 Aroma Holiday
 Separate place for dinner
Hyper
Luxury
These are the things which are enjoyed by
the richest person and as per rising demand
of their customers, these things are used
only in five star hotels.
 Personalised firework display
 Hot air balloon ride
 Paragliding
 In- Suite Shopping
 Complimentary luxury car
9

drives
P4 Describing the front office functions
Functions of Front office departments
Area Description Equipments
required
Reservations For some particular period, the request made by guest in a
hotel regarding accommodation is called as reservations
(Rushmore and O’Neill, 2015). Such that the
reservationists are those employees who are basically
responsible for check- in and check out facilities. They are
also accepting and rejecting the reservation made by call,
e-mails etc.
Register, pen,
computer
Reception This section is basically responsible for the friendly nature
and they have a direct contact with their guest and it is
also necessary that they should pose an amiable
personality that leaves a positive impact.
person who have
good
communication
skills, computer or
laptop
Telephone
Operator
It is generally found in back side of a hotel and connected
to the front desk but do not seen by guest. They basically
handle all the incoming and outgoing guest calls and also
responsible for posting all the charges which are incurred
by guest at the times of calls.
Telephone,
computer,
Information
Section
This is located at the lobby side which basically provides
entire information related to their hotels and also
responsible for handling guest mails and messages
(Simón, Narangajavana and Llorente, 2016).
Laptop, cordless
telephone.
10