Report on Managing Accommodation Services at Tower Hotel, London

This report provides a comprehensive overview of managing accommodation services at the Tower Hotel in London. It details the functions and key roles within the front office department, including reservation management, guest interaction, and record maintenance, highlighting their contribution to the hotel's business objectives and mission of providing outstanding guest services. The report also examines the crucial roles within the housekeeping department, such as room attendants, public area attendants, and linen room attendants, emphasizing the importance of forecasting linen stock for ensuring adequate supply. Furthermore, it evaluates the interrelationships between housekeeping and other key departments like the front office, human resources, security, maintenance, and laundry, emphasizing the importance of communication and coordination. The report also discusses the importance of scheduling maintenance for smooth operations, energy conservation, and cost reduction, as well as the significance of security measures for guest safety and property protection. Finally, the report critically evaluates the importance of communication between the housekeeping and facilities departments for efficient maintenance and repair services.

Unit 7: Managing
Accommodation Services

TABLE OF CONTENTS
INTRODUCTION...........................................................................................................................3
MAIN BODY..................................................................................................................................3
PART 1............................................................................................................................................3
Covered under PPT......................................................................................................................3
PART 2............................................................................................................................................3
Front office functions within a variety of accommodation services............................................3
Key roles within the front office department in the organization................................................4
Operations of Front office towards meeting the business objectives and mission......................5
Key roles within housekeeping department.................................................................................6
Importance of forecasting the linen stock for ensuring supply....................................................7
Importance of interrelationships between housekeeping and key departments...........................8
Evaluation of relations between housekeeping and other key departments................................8
Importance of scheduling maintenance.......................................................................................9
Importance of security in the organization................................................................................10
Assessing role that maintenance plays with accommodation services......................................10
Critically evaluating importance of communication between housekeeping and facilities
department.................................................................................................................................11
CONCLUSION..............................................................................................................................11
REFERENCES..............................................................................................................................13

INTRODUCTION
The management of the accommodation services is the planning, organizing, directing
and controlling the evaluation of the operations for the accommodation of the department.
Accommodation services are provided by the hotels, motel, resorts and other establishments. In
this project the chosen organization is the Tower Hotel which is based on the northern banks of
River Thames over the east side of Tower Bridge in London. In this project an explanation of the
different types of accommodation services available for this organization. This project also
discusses the different roles of the Front office department for the accommodation services. This
project will also be able to access the contribution of the housekeeping department towards the
providing effective accommodation to the services. In this project the different roles, facilities
and security played within the accommodation services.
MAIN BODY
PART 1
Covered under PPT
PART 2
Front office functions within a variety of accommodation services
Front office is the place at which the visitors arrive and possibly for encountering the
staff of accommodating the provider. The functions of front office department is different for
different accommodation at Tower Hotel in London. For Business to Customers the front office
has the following functions,
 It is responsible for reserving rooms as per the guest requests.
 Front office receives guests and help them to complete their registration form.
 They provide information related to the communication in the hotel.
 They are responsible handling the guest complaints.
 Preparation of the list for guest arrival and departure (Datu and et.al., 2020).

In the Business to Business accommodation services the Front office has the following
functions,
 Greeting and booking guests with a more formal way.
 Interacting with the guests for the process and procedures.
 They are also responsible for the marketing of the Tower Hotel to the B2B interaction.
 This is the department which maintains an up-to-date data base of the guest information.
 They are very important source of maintaining guests records.
Key roles within the front office department in the organization
The roles within the front office department are,
Front office manager  Ensuring that the best services are provided in the hotel
through guest rating, team member activities and
achievement of daily activities (Siregar and Siagian, 2021).
 Arranging and scheduling the available staff towards their
work.
 Training the subordinates for their development and better
services.
Hotel receptionist  Greeting the guests for check-in and check-out.
 Responding to the question and queries of the guests.
 Maintaining the satisfaction and comfort of each guest as top
priority.
Hotel Concierge  Welcoming the customers at the entrance of the hotel and
confirming their reservations.
 Assisting the guests with the information they need
regarding complaints, queries and take essential feedback.
 Providing professional solutions to the complaints and
suggesting activities and facilities.
Hotel Night Auditor  Auditing the organization with the help of Property
management system software and also practising manual
methods in the small hotels.
 Ensuring the payments process that includes room charges,

and other forms of payments methods.
 Answering to the queries of the guests at night which also
include checking in and checking out of guests at night
(MinSeok and Kim, 2018).
Other than this the front office department also has the role of security related to rooms,
luggage and other properties. Ensuring the communication within the organization through Wi-
Fi, posters and other guest communication methods. Assisting the guests with their luggage into
their rooms is also a very important role of front office department.
Operations of Front office towards meeting the business objectives and mission
The mission of Tower Hotel is to provide outstanding accommodation services and
facilities to the guests. Objectives of this accommodating service organization are,
 Customer Services
 Product Quality
 Volume
 Ratings
The operations of front office include,
Ensuring best services :
This department is responsible for ensuring that the best services are provided in the hotel
through guest rating, team member activities and achievement of daily activities.
Scheduling and arranging staff :
It is essential for the hotel to provide 24 hours reservation services thus, it is the
responsibility of the front office of this organization to arrange and schedule the available staff
towards their work (Kijpoonphol and Linh, 2021).
Deal with guests :
Front office department are responsible for dealing with the guests professionally. They
resolve complaints, queries and take essential feedback from the guests.
Troubleshooting emergencies :
Dealing with the emergencies is the role of the front office in which they ensure the ways
in which they are able to satisfy and confront each guests as the top priority of the hotel.
Maintaining records :

With the help of maintaining and managing of records regarding the guest the business is
able to manage the reservation, security, services and communication (Fakhri and Marini, 2019).
Key roles within housekeeping department
The role of housekeeping team towards the daily tasks are as follows,
Housekeeping Manager
Roles
 Gathering the guest list for their arrivals and departures
reports.
 Scheduling the housekeeping staff for the as per their shifts.
 Collaborating with the front desk department for arranging
special requests.
 Holding and managing the pre-shift meetings.
 Responding and resolving the guests requests and issues.
Room Attendant Roles  Cleaning the rooms both during mid-stay of the guests and
their departure.
 Restocking the guest room with all kinds of amenities such as
toiletries, drinking glasses and notepads.
 Notifying the maintenance department about the broken
application and other electric appliances (Singh and et.al.,
2021).
Public Area Attendant
Roles
 Cleaning all the public spaces like lobbies, restaurants and
meeting rooms.
 It is important to clean the back of house area like the office
and employee changing rooms.
 Cleaning of the areas like stairways, hallways and elevators is
important along with emptying the rubbish can in the public
areas.
Linen Room Attendant
Roles
 Sorting, washing, drying and folding all the hotel laundry
which includes the towels, sheets, bathrobes is their role.
 Removing any kind of stains, holes or marks from the linen is
also their role.
 Handling guests valet laundry and dry cleaning with agreed

upon time-frame is considered to be essential and effective
for the business (Yusof, Mohammad. and Ismail, 2021).
Importance of forecasting the linen stock for ensuring supply
Linen stock is the standards amount of inventory which is needed for ensuring a smooth
hotel operations. Its importance in ensuring the supply and meeting the demands of the guests are
as follows,
Correct and sufficient Investment of capital :
The forecasting of linen stock helps Tower Hotel to make sure that they put money
efficiently in the business for smoother operations.
Prevent Over stocking :
The forecasting of linen avoids the business in over stocking which is good for idle
utilization of linen and uniform which can may get damaged if over stored.
Helps in Budgeting :
This is important factor which is able to conduct periodical safeguard of the owner's
investment in the capital. It helps in the calculation of the deficiencies in Linen stock due to
damage or loss.
Inventory taking :
Audits are conducted very periodically in this organization thus, it is very important for
the hotel to maintain proper forecasting of the linen stock.
Optimum use of space :
Space in the hotel premises are considered to be the very important for the volume of
linen it can circulate on a given day. Thus, forecasting helps in proper management of the space
used for the storage of linen.
Ensuring Supply :
Rooms require linen for adequate supply of fresh products to be replaced. Thus, it has
been seen that the linen keepers are able to keep up with a good supply of fresh linen for
replacing the solid ones.
Importance of interrelationships between housekeeping and key departments
The importance of interrelation with different key departments are,
Front office :

There interrelation is very close because housekeeping has the responsibility of preparing
the rooms. Unless and until a close relationship is maintained between them it is very difficult
for the front office to sell the room. They also report to the house keeping about the number of
rooms which are vacated.
Human Resource :
It is the role of the personnel department to recruit the staff, issuing of the identity cards
for the lockers promotion and confirmation of other facilities.
Security :
Guests rooms are private place on which they guest spend lots of money for ensuring
their privacy and security. They might perform any illegal activity which needs to be
communicated by the housekeeping to the security department so that actions can be taken.
Maintenance :
It is the purpose of the hotel to keep the furniture of the hotel safe for the guests and also
be in relation to the necessary with the engineering department. This helps them to carry out the
task which can be fixed or replaced by them before any damages have been made.
Laundry :
As it is role of Housekeeping to manage the services of the different departments it is
considered to be very important for the housekeeping to have time in order to run the operations
smoothly.
Evaluation of relations between housekeeping and other key departments
The relations between front office and other key departments can be explained with the
help of this table,
DEPARTMENTS RELATIONS with House Keeping
Front Office  Occupancy details of the room is gained by the
housekeeping through front office.
 Front office is not able to assign guest rooms unless it is
inspected and released by the housekeeping department.
 VIP's informations are accessible through front office.
Food Department  Their main concern is with provision of the linen and
uniforms with the housekeeping.

 Food department can be reason due to which
housekeeping department faces extra work.
 Housekeeping decorates the banquets with flower.
Security  Prevention of fire and thefts for the safekeeping of the
key loss of property.
 Housekeeping report things which are suspicious in
nature in the guest rooms (Jain, 2020).
 Staying alert to the risks is important for housekeeping
so that they can seek security of the department's
intervention.
Laundry  Housekeeping department wants fast turnaround of
linen from the laundry department.
 Housekeeping is able to co-ordinate with the laundry so
that employee's uniform of al the departments are ready
as well.
Importance of scheduling maintenance
Following are the importance of maintenance in the Tower Hotel,
 Scheduling of maintenance is a very huge responsibility of Tower hotel as it is able to
ensure that the place is running smoothly and not disrupting the experiences of guests.
 It is very important for the hotel to save energy of its resources with proper maintenance
of teams.
 The new and innovative ways of reducing costs is very important for improving
efficiency of its services.
 It is very important for the hotel to cut down any large expenditures and also save staff
time.
 This is considered to be generally a safe way of compliance with the standards of the
brand of tower hotel.

Importance of security in the organization.
Security is very important for any kind of accommodation service industry. Following are
the importance which it holds for Tower Hotel,
 Guests: They are needed to be protected from crimes such as murder, abduction and
health hazards from outsiders, hotel staff, pests and food positioning.
 Staff: Providing safety to the staff regarding their insurance, lockers, health schemes and
provided funds. It is important for them to provide protective clothing, shoes, fire fighting
drills and also clean drinking water.
 Guest Luggage: Securing the luggage of the guests is important for the organization
which will also require luggage trolley and bellhop trolley which needs to be provided
(Importance of Security in Hotels, 2020).
 Hotel premises: Even the assets of the hotel require protection and care which can be
done by the security department with regular inspection of the property that will reduce
the impacts created by it.
Thus, it can be said that establishing any kind of security within the organisation allows the
firm to have positive outcome in form of good brand image and customer loyalty that attracts
more potential customers for the future. Also, it allows the tower hotel to make certain changes
within the firm that minimise the future risks and problems.
Assessing role that maintenance plays with accommodation services.
Maintenance in hospitality sector plays a very vital role in any organisation as it displays
the standards of services that hotel is delivering to its target customers. Furthermore,
maintenance in Tower hotel ensures customer’s that all the equipment’s are maintained in good
condition and are functioning very smoothly so that risks of the hotel is minimised and better
image in build in the minds of the customers (Milašinović, Knežević and Mitrović, 2021). Also,
Tower hotel is trying to become more eco-friendly towards its maintenance departments so that
efficient use of resources and equipment’s could be done.
Critically evaluating importance of communication between housekeeping and facilities
department
Communication is key for any organisation success as most of the hotel manager is able to
maintain better customer relationship through setting effective communication channels within
the hotel premises (Farmaki and Miguel, 2022). Also, housekeeping department in tower hotel

department interacts with the facilities department to supply required amenities that are required
to run the hotel so that timely supply would not cause dissatisfaction and problems during the
stay of customers. Furthermore, through feedback and valuing each individual idea has helped
the firm to become more successful over the years. Thus, it is very important that managers and
staff are trained effectively to establish proper communication at various levels. However, on the
other hand it is critically argued that improper communication has only lead to conflicts and
wastage of organisations resources and discourages any kind of innovation and creativity at the
workplace within the employees.
CONCLUSION
From this project it has been concluded that the roles and functions of Tower Hotel
regarding their different department is very effective for the success in the accommodations it
provides. In this project the role of front office department relation to this hotel has been
discussed. This project provides the contribution of housekeeping to the effectiveness of the
accommodation services. This project is able to explore the roles of facilitating the services
played security.

REFERENCES
Books and Journals
Datu, Y.A., and et.al., 2020. ESP Test For Hotel Front Office: Is It A Need?. PEOPLE:
International Journal of Social Sciences. 6(1). pp.690-704.
Fakhri, M.R. and Marini, S., 2019. THE INTERNAL COMMUNICATION IN HOTEL FRONT
OFFICE DEPARTMENT. THE Journal: Tourism and Hospitality Essentials Journal.
9(1). pp.45-52.
Farmaki, A. and Miguel, C., 2022. Peer-To-Peer Accommodation in Europe: Trends, Challenges
and Opportunities. In The Sharing Economy in Europe (pp. 115-136). Palgrave
Macmillan, Cham.
Jain, D., 2020. Would hotel industry have to redo the rooms/housekeeping standards post
COVID? Instilling greater confidence to bring back the customers. Instilling Greater
Confidence to Bring Back the Customers (April 28, 2020).
Kijpoonphol, W. and Linh, N.D., 2021. Needs of front office staff’s English communication
skills. Journal of Thai Hospitality and Tourism. 16(1). pp.92-105.
Milašinović, M., Knežević, S. and Mitrović, A., 2021. Liquidity of enterprises and entrepreneurs
of the Sector I: Accommodation and Food Services in the Republic of Serbia. Turističko
poslovanje. (28). pp.5-14.
MinSeok, Y. and Kim, S.G., 2018. Internal training, organizational learning culture, and
innovative information systems (IS) use of hotel front office employees: Mediation
effect of self-learning. Journal of Tourism Sciences. 42(7). pp.85-103.
Singh, V., and et.al., 2021. How Ergonomics Practices Effects on Hotel Housekeeping
Employees in Star Hotels–A Review Study. Ilkogretim Online. 20(1).
Siregar, V.M.M. and Siagian, N.F., 2021. Sistem Informasi Front Office Untuk Peningkatan
Pelayanan Pelanggan Dalam Reservasi Kamar Hotel. Jurnal Tekinkom (Teknik
Informasi dan Komputer). 4(1). pp.77-82.
Yusof, M.F.M., Mohammad, R. and Ismail, S.H., 2021. Work-Related Low Back Pain Among
Hotel Housekeeping Workers At Kuala Lumpur. Journal of Advanced Research in
Applied Sciences and Engineering Technology. 25(1). pp.80-93.
Online
Importance of Security in Hotels. 2020. [Online]. Available through:
<https://hmhub.in/importance-of-security-in-hotels/#:~:text=Hence%20it%20is%20very
%20important,the%20belongings%20of%20the%20guest.>