Detailed Report: Managing Accommodation Services in the Hotel Industry

This report comprehensively examines the management of accommodation services within the hospitality industry, focusing on various aspects of hotel operations. It begins by assessing the scale and size of accommodation services, supported by data on room occupancy and demand. The report then explores different forms of hotel ownership, including privately owned, leased, managed, and franchised hotels, highlighting their respective advantages and disadvantages. A significant portion of the report is dedicated to the role of grading, classification systems, and online review sites in influencing guest booking decisions, detailing the importance of essential, basic, nice-to-have, luxury, and hyper-luxury services. The report further delves into the organization of front office functions, outlining the roles and responsibilities of various positions such as reservation managers, cashiers, and desk clerks, with specific examples from the Hilton Hotel. It also reviews the key roles within the housekeeping department, emphasizing the importance of forecasting linen stock and coordinating with other departments to ensure quality service delivery. Finally, the report addresses the importance of scheduling maintenance to minimize guest disruption and the critical role of security within the organization, concluding with a summary of key findings and references.

MANAGING
ACCOMMODATION
SERVICES

Table of Contents
INTRODUCTION...........................................................................................................................1
LO 1.................................................................................................................................................1
P1. Identifying the scale and size of accommodation services within hospitality industry........1
P.2 Explaining different forms of ownership available to accommodation services..................5
P.3 Discussing the role that grading, classification systems and online review sites play when
potential guests look for book accommodation..........................................................................6
LO2..................................................................................................................................................9
P4. Explaining the organisation of front office functions within a variety of accommodation
services........................................................................................................................................9
P5. Discussing the key role within the front office department for hotel Hilton......................10
LO3................................................................................................................................................11
P.6 Reviewing the key roles founded within the housekeeping department in Hilton.............11
P7 the importance of forecasting the linen stock and other guest supplies to ensure adequate
supply to meet the demand........................................................................................................12
P8 importance of interrelationship between the housekeeping and various other key
departments in organisation to provide quality provision and services....................................12
LO4................................................................................................................................................13
P9 importance of scheduling maintenance or repair work to minimise the disruption to the
guests.........................................................................................................................................13
P10 importance of security with organisation...........................................................................14
CONCLUSION..............................................................................................................................14
REFERENCES..............................................................................................................................15

INTRODUCTION
Hotel accommodation services are mainly referred to as integral part for any organisation
because through entity reflects its effective services against customers. Thus, this report will
articulate scale and size of accommodation services in hospitality industry with its different
forms of ownership. Further, discussion will be developed on role that grading, classification
systems and online review sites play when any guest book for the accommodation. Other than
this, discussion will develop on the key roles within front office department for hotel Hilton.
Moreover, this report will also articulate the key roles which is found within housekeeping
departments and the importance of forecasting lines stock and other guest supplies for ensuring
adequate supply to meet demand. Chosen organisation in this file is hotel Hilton which is a
global brand and mainly deals in full service hotel and resort.
LO 1
P1. Identifying the scale and size of accommodation services within hospitality industry
Number of room occupancy by month 2018:
Number of hotel Quantity (2018)
Jan 65.00%
Feb 74.00%
Mar 75.00%
April 77.00%
may 79.00%
June 82.00%
July 86.00%
August 83.00%
Sep 84.00%
Oct 83.00%
Nov 79.00%
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Dec 72.00% (England Occupancy Survey, 2019).
From the above graph it is stated that in the month of July 2018, there is more room
occupancy in the hotel industry of UK that is 86% after that it has lot more occupancy in the
month of September which is 84% but it is analysed that hotel occupancy is good throughout the
year in hotel industries.
Number of bedroom occupancy in England:
2017 2018 2019
Jan 45.00% 45.00% 45.00%
Jan YTD 45.00% 45.00% 45.00%
Weekday 40.00% 41.00% 41.00%
Weekend 55.00% 56.00% 56.00%
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From the above graph it is interpreted that in weekends there is high bedroom occupancy
which has increased throughout the year. In 2017, it is 55%, in 2018 it is 56% and in 2019 it is
56% which means that in weakened there is most of the bedrooms get occupied.
Demand and supply of room:
2017 2018 2019
Room supply 1.60% 1.80% 2.20%
Room demand 4.70% 2.40% 2.70%
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From the above graph it is analysed that demand of room is more than the demand of
supply in England which means that the business of such industries are rising day by day because
of availability in rooms get shortage. High demand of 4.70% has been analysed.
Room occupancy by number of rooms
Room occupancy 2017 2018 2019
1-25 rooms 60.00% 60.00% 59.00%
26-50 rooms 60.00% 61.00% 61.00%
51-100 rooms 62.00% 63.00% 63.00%
101+ rooms 65.00% 66.00% 66.00%
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Above graph indicate that there is constant occupancy of all types of room in England
that is it between the 60-65% approx.
P.2 Explaining different forms of ownership available to accommodation services
Different forms of ownership include:
Privately Owned Hotels (sole trader):
It is the form of hotel under which only one person or company get involved but there
may be several types of investors available in this ownership model (What are the different types
of hotel ownership, 2018). Generally, owner have the autonomy regarding all the management
decision of the hotel.
Leased Hotels:
This is the type of hotel in which private owner of hotel leases its property to corporation
or to a chain. Here, lessee will be responsible for all the types of finance transaction of the hotel.
Owner need to pay fixed rent which is generally a safer cause (Lo and Yao, 2019). The only
problem is that if hotel does poor performance then hotel receives less money.
Managed Hotels:
This is the form where owner invest in a property of hotel but it only has limited or no
experience in the field of hospitality where owner hire the management company for developing
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effective business operations and services to its guests. Owner needs to suffer from the financial
obligation in their day-to-day operations in regards with salaries and maintenance.
Franchises:
According to a statistic, it is analysed that there are generally three quarter of hotels
which are in the form of franchises. Here, ownership only needs to pay a fee to regional or
national chain in regards with using their logo in business market (Melián-González and
Bulchand-Gidumal, 2016). This is the safer business from above all business, travellers generally
get attracted because of its qualities and amenities which offered by brand. The only problem is
that if the image of chain suffer, then whole business also gets suffered.
P.3 Discussing the role that grading, classification systems and online review sites play when
potential guests look for book accommodation
The role that grading, classification systems and online review sites play when potential
guests look for book accommodation justifies certain points which include essentials, basic, nice-
to-have, luxury and hyper luxury under which some services needs to be included by hotel
management are as follows-
Particulars Services Description
Essentials  Adequate safety and
security.
 Internet
 Cleanliness
 Each guest have some
form of expectation
with hotel regarding
diligent safety and
security measures.
 In hotel, official
working visitors are the
most because of which
hotels needs to offer
high level of
connectivity and
flexibility (Nieto-
Garcia and et.al.,
2019).
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 Cleanliness is the
absolute must where
hotel needs to maintain
the highest level of
cleanliness standards,
offering clean public
spaces, bathrooms etc.
 The internet connection
is not well as the
location of the rooms
are not effective for
internet connection.
Basic  Lightning
 Bathroom plumbing
 Check in/Check out
 This is the most basic
issue in lot of hotels
where hotel needs to
provide adequate
lighting in room which
is from bathroom to
bedside lamp.
 Concern regarding
bathroom is the must
among guests where
there must not be a lack
of water flow.
 The flowy taps lards to
wastage of water.
Effective actions must
b taken.
 Clear direction
regarding check in/out
needs to be explain to
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customers when they
enter the hotel or they
visit the lobby.
Nice-to-have  Extra towels, blankets
and pillows.
 Waste-basket
 Iron
 It is true that everyone
has different need
regarding separate face
towel, blankets etc.
thus, customers feels
good when they
develop such nice-to-
have things (Mellinas,
Nicolau and Park,
2019).
 It looks good if hotel
provide some extra-
waste basket to visitors
by which they did not
have wonder on putting
those baggage stickers
and any waste thing.
 Iron also comes under
the nice-to-have things
where working people
mostly feels good
(Faisal, 2018).
Luxury  Breakfast and meals
anytime and anywhere.
 Swimming pool
 Pick up/drop off
service
 It feels great when
hotels provides
throughout the day.
 Swimming pool is the
most attractive thing
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among guests. They
feel relax and good and
visit again with such
services.
 The pool water is not
hygienic for the health
and safety of the
customers which may
reduce the customers'
attention towards the
hotel.
 Pick up and drop
services are most
effective because
customer did not want
to go to places which is
far away from the city.
Hyper-luxury  Chauffeur check-in  Nowadays, this is the
most attractive hyper-
luxury service where
hotel offer check-in
process in car already
before visiting the
hotel.
LO2
P4. Explaining the organisation of front office functions within a variety of accommodation
services
Area Description Equipments
9