Comprehensive Report: Managing Accommodation Services - HND Unit 7

This report analyzes the management of accommodation services, focusing on the operations of the Thornbury Hotel, a 3-star establishment. It delves into key roles within the housekeeping department, such as assistant housekeeper, floor supervisor, and public area supervisor, and emphasizes the importance of forecasting linen stock and other guest supplies to meet demand, detailing the linen cycle. The report further explores the crucial interrelationships between the housekeeping department and other departments like security, food and kitchen, human resources, and hotel engineering. It also highlights the significance of scheduling maintenance and repair work to minimize disruptions, alongside the critical role of security in ensuring a safe environment for guests and staff, including the implementation of CCTV cameras and digital locks. The report draws on various academic sources to support its findings, providing a comprehensive overview of effective accommodation service management practices within the hospitality industry.

MANAGING
ACCOMMODATION
SERVICES

TABLE OF CONTENTS
INTRODUCTION...........................................................................................................................3
LO 3.................................................................................................................................................3
P6 Key roles found within housekeeping department in a selected organisation..................3
P7 Importance of forecasting linen stock and other guest supplies to ensure sufficient supply
to meet demand.......................................................................................................................4
P8 Importance of interrelationships between housekeeping and other key departments.......4
LO 4 ................................................................................................................................................5
P 9 Importance of scheduling maintenance or repair work to minimise disruption to guests 5
P10 Importance of security within a selected organisation....................................................6
CONCLUSION................................................................................................................................6
REFERENCES................................................................................................................................8

INTRODUCTION
Accommodation services are the integral part of hospitality industry which is managed by
the implication of number of considerations. Its management require ample amount of
assessments and functions related to different departments of hotels (Van der Wagen and White,
2018). The report will undertake hotel Thornbury to cover its descriptions. Selected hotel is a 3
starrer accommodation service.
This report will cover the graphical presentation related to scale and size of
accommodation services within specific services. It will also include description to purchase
methods and different forms of ownership within accommodation services. It will cover key roles
within front office and housekeeping department persists within a hotel. It will present the role of
grading, classifications systems and online review sites for hotels. It will also include the
importance of interrelationships between housekeeping and other key departments.
LO 3
P6 Key roles found within housekeeping department in a selected organisation
Thornbury hotel has efficient housekeeping staffs who continuously regulate its principle
activities with other secondary responsibilities as well.
Assistant Housekeeper
Assistant housekeeper is the helping hand of executive housekeeper who is responsible to
delegate tasks to all subordinates.
He needs to plan training outlet and deliver required training programs to new employees.
Assistant housekeeper of Thornbury hotel performs all the above mentioned tasks and also manages
the compliance of designed standardized protocols for staff within hotel.
Floor supervisor
Personnel are required to handle the activities within different floors. At Thornbury hotel,
floor supervisor manages the performance of ground level staff members.

He regulates implementation of standardized cleaning process on floors. Along with it, assessing
water systems or leakages, availability and efficiency of electric equipment present within the lobby
is one of the main responsibility of floor supervisor of hotel.
Public area supervisor
A public area supervisor within hotel is responsible to create high level of standardized environment
for guests within general area such as Cafeteria, Gym, lobbies, lift area, spa etc.
At Thornbury hotel, public area supervisor maintain proper cleaning measures within public areas.
Room Attender
Room attender within any hotel is required to stay in regular contact with guests to provide them
prompt room’s services.
It includes providing clean clothes, fresh water, and additional toiletry to customers.
He is responsible to address issues of guests related to lack of arrangements within public areas.
At Thornbury hotel, room attender is required to stay on toes and need to be present on single call of
customers. They have an efficient calling system through which they can reach to guest room within
a single minute of call.
P7 Importance of forecasting linen stock and other guest supplies to ensure sufficient supply to
meet demand
Forecasting of any material or supplies within hotels is important to eliminate the instance of
delayed service, dissatisfaction to customers and presenting irresponsible performance of hotel. At
Thornbury hotel, housekeeping staff prepare a daily checklist of available linen and additional
supplies for the customers. This daily track of linen stock make the management aware of future
stock management service (Herawati and et.al., 2018). It is an approach to maintain quality service
for guests and tends to impart a positive impact on customers. Forecasting of linen with other
toiletries will be helpful for hotel staff in fulfilling needs of customers within short time period.
Forecasting of linen and other supplies reduces the waiting time of customers and make
them satisfied by prompt services. Housekeeping staff of Thornbury Hotel maintain record of
number of linen available within each floors. They also track the amount of linen given for laundry

service to ensure instances of misplacement or theft of any supplies. Apart from this, implication of
certain models while assessing linen stock within hotel may prove to be a supporting action for
housekeeping staff in increasing quality service of customers.
Figure 1: Linen cycle
Linen cycle- this will be including the collecting of dirty laundry which means that from all
rooms housekeeping staff will carry on the dirty cloths and bed sheets for cleaning purpose. Then
these will be sorted out for the purpose of clean them individually. Then the stains will be tested so
that they do not spoil the other cloths. After this washing will be done with this all cloths would be
dried and taken for drying purpose. Further if ironing is required it will be done.
Guest supplies into hotel will include things like that of tea, coffee, sugar and other things
which are required by them on daily bases.
P8 Importance of interrelationships between housekeeping and other key departments
Housekeeping department within hotels is responsible to manage various significant tasks
and establish a direct relationship with some department and its functions.
Security department
Thornbury hotel has an effective security department that perform significant activities that
aligns and support security department. Housekeeping staff continuously regulate and maintain
direct contact with visited guests (Cho and et.al., 2018). This provide great support to security staff
in case of entrance of thief or unauthorized person within authorized area of hotel. Security staff

also get support from housekeeping staff in terms of handling and securing key of specific areas,
storage and other elementary department.
Food and Kitchen department
Housekeeping staff is responsible to provide clean and sustainable environment to hotel.
They need to deliver clean and infection free working atmosphere within food preparation area,
thus supporting kitchen department in establishing hygienic atmosphere. For Thirnbury hotel,
executive chef and executive housekeeper align their services for increasing quality of customers
services. They simultaneously responsible to provide high standard of quality services to
customers.
Human Resources department
HR department within any organization or industry inhibits a direct relationship with all
departments. Similarly, in context of Thornbury hotel, its housekeeping department have a direct
dependency on HR functions. Human resource functions is responsible to deliver highly skilled
employees to housekeeping department (Yang and Meyer, 2018). Housekeeping staff is
responsible to comply with HR policies and maintain the housekeeping activities. Both the
departments are interlinked in terms of functions and facilities exchanged by them.
Hotel Engineering department
This department has a direct relation with housekeeping department and its personnels.
Staff of engineering department takes information of room status and technological errors exists
within any room of the hotel (Hotel Preventive Maintenance: Focus Areas, 2018). At Thornbury
hotel, the engineering department plan the outlet and status of rooms' equipment with the help of
assistant housekeeper and floor supervisors.
LO 4
P 9 Importance of scheduling maintenance or repair work to minimise disruption to guests
For development purpose, every hotel need to undergo for certain constructional, repair or
maintenance activities within its premises. Advanced schedule for such activities is a must for
smooth regular functioning of hotel. Thornbury hotel's staff has maintained high level of strategic
plan for maintenance activities. Its engineering department has designed sustainable plan for
conducting their work with a principle of providing utmost minimum disturbances to guests.
The hotel must plan its maintenance processes with involvement of highly skilled labours
who have knowledge about advanced low sound making equipments (Brown and et.al., 2018). The

hotel must plan its constructional activities few months before and must do its bookings according
to spaces available. Periodic checking and auditing if equipment is an effective option to maintain
repair work strategically.
Thornbury hotel has included significant sound proofing systems to reduce the instances of
noise disturbances to guests (Hyseni, Abid and Nadda, 2018). Hotel system must include proper
maintenance schedules different Electrical items. Daily checking of lights, alarm systems,
refrigerators, AC, heaters etc. must be checked before accommodating any guests within room.
Water supply system and status of taps, leakages etc. need to be priorly assessed to minimize
problems or issues that may faced by guests (Popely, 2018). Along with this, different furnitures
and fixtures within hotels must prepared with high quality of material to save labour costs, repair
and exchange costs of items. Such arrangements and scheduling within hotel provide adequate
support to hotel staff to establish the least disturbing atmosphere for guests.
P10 Importance of security within a selected organisation
Security staff within any hotel is required to maintain a secured workplace and safe
accommodation for guests. Security services is need to reduce the stress that may deliver to hotel's
internal environment. For hotels like Thornbury, it is important to have high standards of security
function to deliver a secured form of atmosphere to VIP guests, regular customers and working
staff.
Staff related to security department is responsible to safeguard hotel from any type of
external risks. It provides advanced arrangement of aids for rectification of any harmful or
distressed situation arises within hotel premises (Hyseni, Abid and Nadda, 2018). The security
department and its function is necessary for hotel to make peaceful and stress free environment
for visited guests as well as the working staff.
There are many things which need to be kept in security like guest property, hotel property
cash and other expensive things. So for this hotel must be implementing CCTV camera in whole
guest areas like lobby and reception. The arrangement should be there for cash and room safety
like digital look. It is the duty of hotel that all their guest are feeling safe and secure into room and
hotel as well.
CONCLUSION
The report has laid emphasis on the strong relation of housekeeping staff with security and
food area of hotel. It has included the fact that food establishing and including high hygiene

standards, effectiveness of housekeeping staff is must. Along with it, the study has described that
proper sound proofing system and tools can be helpful while maintenance or construction process
within hotel premises. Along with it, the report has defined hotels' high dependency on front office
operations and activities. It has suggested efficient floor supervisors are fundamental personnels of
hotels who must carry out strategic actions of reporting and management of overall ground level
activities.

REFERENCES
Books and Journals
Brown, N. A. And et.al., 2018. An integrative framework for investigating disaster resilience
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Camilleri, M. A., 2018. the Planning and Development of the tourism Product. In Tourism
Planning and Destination Marketing. (pp. 1-23). Emerald Publishing Limited.
Cho, M. and et.al., 2018. Restaurant purchasing skills and the impacts upon strategic purchasing
and performance: The roles of supplier integration. International Journal of Hospitality
Management.
Herawati, A. and et.al., 2018, April. Shift scheduling model considering workload and worker’s
preference for security department. In IOP Conference Series: Materials Science and
Engineering. (Vol. 337, No. 1, p. 012011). IOP Publishing.
Hidayah Ibrahim, S. N., Suan, C. L. and Karatepe, O. M., 2019. The effects of supervisor support
and self-efficacy on call center employees’ work engagement and quitting intentions.
International Journal of Manpower.
Hyseni, B., Abid, M. and Nadda, V., 2018. Tourism Potential And Future Implications Of
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Management Innovation and Development. 1(1). pp.127-162.
Kafley, S. and Mojumder, K., 2018. Customer Experience and Digital Marketing in The Hotel
Business.
Lee, K.J. and et.al., 2018. Predicting Innovative Information Systems (IS) Behavior of Frontline
Employees in Hotels. Journal of Quality Assurance in Hospitality & Tourism. pp.1-21.
Popely, D. R., 2018. Strategies to Maintain Adequate Hotel Water Supplies.
Presenza, A., Messeni Petruzzelli, A. and Natalicchio, A., 2019. Business Model Innovation for
Sustainability. Highlights from the Tourism and Hospitality Industry.
Rauch, E. and et.al.., 2016. Lean Hospitality-Application of Lean Management methods in the
hotel sector. Procedia CIRP. 41. pp.614-619.
Van der Wagen, L. and White, L., 2018. Hospitality management. Cengage AU.
Yang, W. and Meyer, K. E., 2018. How does ownership influence business growth? A
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Yilmaz, Ö. D., 2018. Revisiting Employee- Guest Interactions in Hotels: An Analysis of Critical
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Online
Hotel Preventive Maintenance: Focus Areas. 2018. [Online] Available through :
<https://www.hospitalitynet.org/opinion/4087087.html>.