Table of Contents

Introduction................................................................................................................................2
TASK 1.......................................................................................................................................2
1.1 Discus accommodation and front office services for different organisations......................2
1.2 Roles and responsibilities of accommodation and reception service staff...........................5
1.3 Discuss legal and statutory requirements that apply to room division operations...............6
1.4 Evaluate services provided by the room division in a range of hospitality businesses........7
TASK 2.......................................................................................................................................7
2.1 Assess the importance of the front house area to effective management.............................7
2.2 Discuss the key aspect of planning and managing of the front of house area for a given
hospitality operation...................................................................................................................8
2.3 Critically discuss the key operational issues affecting the effective management and
business performance of the front office area for a given operation..........................................9
TASK 3.....................................................................................................................................10
3.1 Asses the importance of property interiors and design to effective management..............10
3.2 Discuss the critical aspects of planning and management of the accommodation service
function for a given hospitality operation................................................................................11
3.3 Analyse the key operational issues affecting the effective management of the
accommodation service function for a given operation...........................................................12
Task 4.......................................................................................................................................12
4.1 Perform revenue/yield management activities to maximise room occupancy and room
revenue.....................................................................................................................................12
4.2 Discuss sales techniques that rooms division staff can use to promote and maximise
revenue.....................................................................................................................................13
4.3 Discuss the purpose and use of forecasting and statistical data within the rooms division
..................................................................................................................................................14
4.4 Calculate room division performance indicators to measure the success of
accommodation sales...............................................................................................................15
Conclusion................................................................................................................................16
Bibliography.............................................................................................................................17

Introduction
Being a student of Hospitality Management, I have been asked to write an assignment about
different organisation within the industry, accommodation and front-office services. I will
analyse the role and responsibilities of some employees from a 5 starts hotel, a B & B, and a
hostel, and the legal and statutory requirements that apply to room division operations.
Accommodation
The term usually refers to a place that offers sleeping facilities for travellers. It can also be a
place where people can do a particular activity for a specific time, work related or for leisure.
A seat or other facilities for travellers on a boat or plain, its also accommodation. (Merriamwebster.com, 2013)
Places that offer this are many. Within hospitality industry we can find accommodation in
hotels, apartments, caravans, leisure centres.
Front-Office
The term itself is originally American, and it is commonly known as reception. Is the
department that deals directly with customers. The people working in the front-office are the
one responsible with taking messages, handling orders. They deal with reservations, room
allocation, billing and payments, reception (Abbott and Lewry, 1991, p. 4)
This department is the one that generates revenue for any organisation within hospitality.
We can find a Front Office department in hotels, exhibition centres, show-rooms and any
other organisation in the hospitality industry.

TASK 1
1.1 Discus accommodation and front office services for
different organisations
The organisations of my choice are:
a) A 5*star boutique hotel in Hampshire Lime Wood. (Limewoodhotel.co.uk, 2013)

http://www.limewoodhotel.co.uk/gallery/interiors/

A hotel is:An establishment that provides lodging and usually meals and other services for
travellers and other paying guests (TheFreeDictionary.com, 2013)
A 5-star rating describes a luxurious hotel offering the highest degree of personal service;
luxury appointments, superlative service and highest standards of comfort. The hotels offer
originality in architecture and interior design, high-grade materials in construction and
dcor and elegance and style abound (Uk.ask.com, 2013)
In the 13th centrury , the structure was a hunting lodge. Restauring it, the owners choose to
keep part of the old charm, wich makes the place the perfect destination for a short gateaway,
or even a long holiday .
Depending on the type of room, the prices vary between 275-575 per night.
(Gc.synxis.com, 2013)
Hotel facilities :

15 bedrooms and 14 suites

Private dinning rooms
Library and drawing room
Wine cellar
Billiard room
Bar
Hydrotherapy pool
Outdoor steaming pool
Sauna and steam room
10 treatment room
Technogym
Fitness studio
Rooftop Herb Garden
Raw and cured bar
Spa shop

b) Bed and Breakfast Norfolk Guest House, in Bristol (Norfolkguesthouse.co.uk, 2013)

http://www.thenorfolk.com/Rooms

A Bed and Breakfast is a place that offers: Overnight lodging with an American or
continental breakfast included in the room rate. B&B is offered at accommodations ranging
from a spare room in a private home to a boarding house, inn, hotel, or restored historical
building such as a palace (BusinessDictionary.com, 2013)
It is a small,family run, business. Because the owners are involved in daily avtivities of
running the place, the atmosphere of the place is friendly and relaxed. Room costs are
between 35 and 80, depending on the size and bathroom facilities. (The Norfolk Guest
House, 2013)
Facilities:

En-suite rooms
Tea/coffe making facilities
Use of a lounge and kitchen areas
Wi-fi
Breakfast
Loundry services.

c) Restup Hostel, London (Restup.co.uk, 2013)

http://www.restup.co.uk/liveup

A hostel is a budget-oriented, shared-room ("dormitory") accommodation that accepts

individual travellers (typically backpackers) or groups for short-term stays, and that provides
common areas and communal facilities (Hostelmanagement.com, 2013)
Is located in central London,close to the tube. Its a low price hostel used mainly by
backpakers. A bed per night is between 11 and 35, depending on how many beds there are
in the room. (Hostelworld.com, 2013)
Facilities:

4,8,10,18 beds- choice of en-suite or shared bathroom

Sky tv lounge
4

Bar/caf
24 hours reception
Snack bar
Vending machine
Garden
Loundry services

1.2 Roles and responsibilities of accommodation and

reception service staff
Weel qualified,we-ll trained and well-motivated staff are esential element of any successful
front office operation (Abbott and Lewry, 1991, p. 244)
The roles and responsibilities of the employees that work in the front office cannot be defined
the same in all organisations. Depending on the size, standards, structure and purpose of the
organisation, the roles will vary.
Reservation supervisor
Part of daily activities of a reservation manager in a big hotel are: organising the staff shifts,
check that the companys standards are met at all times, taking reservations, monitoring all
bookings, are all Whilst a luxury organisation will most probably have a special department
for reservation, in a B&B and hostel those activities will most likely be done by the
receptionist.
Receptionist
Is the person that welcomes the guests into the hotel, assigns the rooms according to the
specific needs they have, deal with the payments, and keep records of the room occupancy.
Responsibilities: assist guests in any enquiry they may have during their stay, maintain and
update guest record, makes amendments to the status of the guests.
In most B&Bs the owner of the business is the one that assumes the role of the receptionist,
whilst in hostels and luxury hotels there are employees for this particular job. In a luxury
hotel the position is highly demanding and requires continuous training for the employees in
order to maintain the standards of quality, at all times.
Housekeeper
The activities in this department are an important part of the accommodation service quality
parameters. Upon the level of cleanliness and hygiene depends largely the hotel reputation,
contributing decisively to the increase or decrease in sales. Therefore, for the occupancy of
the hotel, cleanliness is, in many cases, the reason for return or abandonment of hotel
services.
The role of the housekeeper is to prepare the rooms, to create a relaxing and welcoming
atmosphere for the customer, determined by an environment whose characteristics are:
hygiene, comfort, safety, attractiveness, intimacy solicitude (the attention to customer
5

requirements), and courtesy. Cleaning and tiding the public area are also included in the
housekeepers responsibilities.
Most of the organisations within hospitality industry will have at least one person for this
position, but there are some exceptions. In a bed and breakfast is not unusual for the owner to
be the one who does the cleaning.

1.3 Discuss legal and statutory requirements that apply

to room division operations
Health and Safety Main Act HASAWA, 1974 (Assetsure, 2013)
Every person is responsible for their own well-being and for others around them. The health
and safety regulations need to be applied for the sole purpose of protecting employees,
employers and guests.
In hospitality industry, most common injuries occur because of misuse of the equipment, wet
floors, haste, and distraction.
All employees that work within this industry need to have training, regarding the rules and
regulation that apply directly to their working environment, before they start working.
Regulations such Control of substances hazardous to health (COSHH), are in force
throughout the entire hotel, but areas such as housekeeping, where cleaning products are
stored, are especially vulnerable. They include: labelling, storage and usage instructions,
and protection requirements (Dix and Baird, 1998, p. 30)

Fire Regulation (Assetsure, 2013)

To make sure that everyone is safe and secure in the event of a fire, all organisations within
hospitality industry, have to follow specific regulations to prevent any incidents on their
premises.
All buildings must have smoke detectors, fire alarms, extinguishers and fire exits that are
clear and easy to identify. Also all personnel must be trained in ways to prevent and fight an
eventual fire.

Data Protection (Assetsure, 2013)

All personal information that the guest have to give , in order to use the services of the
organisations within hospitality industry must be kept private, and given this information to a
3rd party , without consent, is a violation of the Data Protection Act 1998 (Assetsure, 2013)
Every company that operates in this sector must use systems of protecting data; train all
employees about the importance of respecting customers right to privacy.
6

1.4 Evaluate services provided by the room division in a

range of hospitality businesses
The role of the hospitality industry was, in the beginning, to satisfy the most basic needs of
humans whilst they are traveling:food, water, shalter. But it is an industry that is evolving,
and changing continously. Adapting to the customers requests and in order to satisfy their
needs, the companies that operate within this industry are now offering everything from lowcost acoomodation to luxurious establishments that can satisfy even the most tendetious
guest.
In a hostel, and B & B, customers get sleeping facilities, and some eating arangements whilst
in the luxury hotel the services are numerous. The luxury eestablishments go beyond
satisfying the basic needs: wine celler, spa shop, technogy, pools, treatment rooms
"Luxury, by definition, means something that appears to be the best of whatever it represents.
You pay for recognition, but probably the most important thing it represents is delivery on the
promise of the brand's name" (Fivestaralliance.com, 2013)
Depending on individual needs, the industry offers something for everyone.

TASK 2
2.1 Assess the importance of the front house area to
effective management.
Front of the house area has major importance in any business. Is the area that generates
revenue, and the one that deal directly with the customers.
Furthermore, as we talk about hospitality, the front of the house area is the one where the
guest are wellcomed upon arival, and the one that offers the first impresion about the
establishment.
It is, therefore very important to any business to create a warm, clean, friendly environment
in the front office. A 5 star hotel, like Lime Wood has everything to create the perfect,
luxorious destination for travelers.
In the style of the best country house hotel arrivals, travellers approach a suitably patrician
Georgian house in golden stone along a sweeping drive flanked by well-tended lawns. Lime
Woods setting is stunning, and the building was handsome even before extensive
remodelling, which has resulted in a fabulous central atrium with a retractable roof. The
gardens are spectacular, and showcase excellent sculptures (Mrandmrssmith.com, 2013)
In order to deliver 5 stars experience to the guests, besides stunning exterior and interior
design, the services are the best a hotel can offer. The employees are very profesional and
friendly when dealing with customers, and are allways ready to help.
7

The different stages of customer transactions involving different types of services:

Reservations
Check-in and registration clients
Correspondence and Information
Other services (transport luggage)
Telephone and messaging
Customer account management
Check-out and pay the bill

From making a reservation to checking-out, all details are 5 starts. The whole process starts
with reservating a room by phone or internet. Upon arival, the guest will be wellcomend by
someone who will help with taking the luggages inside. The front office staff will ckeck-inn
the guests, and give them their keys, and they will be escorted to their rooms. All troughout
their stay, the staff is allways there to help with any enquiries they may have.
Prior to them living the hotel, the staff will complete the check-out process witch means the
payment for the room and other services used by them during their stay.

2.2 Discuss the key aspect of planning and managing of

the front of house area for a given hospitality operation
Guests will most of the time make a first impresion based on what they see the first time they
walk in, in any business.
Design
The design of the place looks is very important for the succes of any business. The owner of
the Lime Wood hotel has invested a lot in making it the corner of haven that it is today.
We've used Lime Wood's classical structure as the basis of our design but we've lovingly
renovated it, keeping the spirit of its past, taking inspiration from its extraordinarily beautiful
surroundings and adding the odd contemporary twist to bring it to life
(Limewoodhotel.co.uk, 2013)
The only way to imprese the guests and keep them coming back time after time, is to make a
perfect impresion the first time they use the hotels services, and maintain the standards every
time they come back.
Inside the dcor is stunning: lots of silk upholstery in cool subdued colours and rustic
touches applied with exquisite taste in Farrow & Ball (Mrandmrssmith.com, 2013)
Image
To make a perfect 5 star hotel we need the best location, perfect exterior and interior design,
tradition and opulence. The lime wood had all of this and much more. An old building, that
still has charm and where elements of the past combine with the luxury of today. The perfect
8

destination, in the heart of the New Forest National Park, Lime Wood hotel maintains an
image of opulence, in a welcoming atmosphere: the perfect destination for everyone.
Lime Wood's exterior is an architectural triumph in itself. A stunning Regency country
house originally established as a hunting lodge in the 13th Century, we took great care not to
over-run its original charm. It's a charm that has evolved over years and one that's given the
country house a unique character that we can't get enough of (Limewoodhotel.co.uk, 2013)
Cleanliness
In a 5 start hotel, where the standards are high, the cleanliness of the place is very important.
A clean environment can be a decisional factor for future clients. Everything must be
spotless, and at Lime Wood it is.
Starting with the outside, with the perfect lawns, and going all the way to the interior
communal areas and bedrooms. The standards of cleanliness and hygiene are very high, in
order to satisfy the guests expectations.

2.3 Critically discuss the key operational issues affecting

the effective management and business performance of
the front office area for a given operation.
As I already said, 5 star hotels equal the best of everything: design, atmosphere, cleanliness,
products and services.
If the design of the hotel is not attractive or not up to standards, the business will probably
lose their customers. If upon arrival the guest are welcomed in an old fashion front office, and
the place doesnt maintain the standards of a 5 star organisation, there is a big chance that the
guest will not come back.
Furthermore, in hospitality, a bad impression made on one customer, will lead to major loss
for the organisation. Word to mouth is a powerful tool that can ruin a business. It is very
important that the front office offers a warm, friendly atmosphere to the new comers, in order
for the business to be successful.
If the design, image and cleanliness of a 5 star hotel doesnt match the industries standards
the organisation will have to deal with complains, refunds, and in some cases will have to
offer free treats in order to keep their guest happy and make them come back. It will cost the
organisation money, plus there is a risk that the customers will get a habit of complaining,
just for the free treats they get. Its a habit that no hotel should encourage.

TASK 3
3.1 Asses the importance of property interiors and
design to effective management
The interior is: the inside part of a building, considered as a whole from the point of view of
artistic design or general effect, convenience, etc. It can also be a single room or apartment
so considered (Dictionary.com, 2013)
The interior has to follow the same image of the hotel. Elements that can be found in the front
office area have to be in the interior of the rooms, too. It is very important that the whole
establishment has the same theme, both in the front office and in the bedrooms.
Design is an art - it's based in colours, patterns, and shapes (Locke, 2013)
Design is very important in the competitive environment of hospitality. In order to be
different many hotels pay extra attention to the design of the rooms. Being different, in this
industry, is the way to success. Understanding that, more and more hoteliers agree that design
is a good tool in adding value to the business and gaining new customers.
Good design combines usefulness with at least one of the following: beauty, comfort,
efficiency, economy, or durability (Iida.org, 2013)
Design of the rooms
A major factor that influence guest in choosing a hotel is the layout of the room. To be up to
standards, and fulfil guest expectations a 5 stars hotel must go the extra mile. In this kind of
establishment it is very important the design of the rooms. At Lime Wood hotel, the bedrooms
are luxurious, comfortable, relaxing. Large, spacious rooms that can satisfy even the pickiest
of the guests.
For a bedroom to live up to surroundings and views like ours, your only choice is to fill
them with the best. That's why ours are the ultimate in understated opulence
(Limewoodhotel.co.uk, 2013)

http://www.limewoodhotel.co.uk/gallery/sleeping/
10

3.2 Discuss the critical aspects of planning and

management of the accommodation service function for
a given hospitality operation.
Type of linen
As in every other department, when choosing the linen for their hotels, 5 stars organisation
are paying extra attention to quality. Egyptian cotton, organic and anti-allergy bedding is
often used in these types of hotels as they bring the extra to the guests: beautiful, smooth,
time resistant they are the perfect choice for a luxury hotel. Bed linen, towels and bathrobes
are white and the materials used will be only high quality cotton or silk. Although the initial
investment can be quite high, it is an element that brings value to the room, and can be a
decisional factor for potential guests. Allergy relief mattresses and pillow covers are used as
they are quite easy to maintain: pillow covers must be washed every two weeks, but are
machine washable, and mattress covers need to be cleaned just 3-4 times a year.

Cleanliness
It is very important for the success of a business within hospitality industry. Guests are more
likely to remember and come back to a place that is spotless, and maintain the standards of
cleanliness of a 5 stars organisation.
Being a 5 star hotel, the employees use only the best cleaning products in the communal areas
and bedrooms. Chemical free, environmental friendly products are used to maintain the high
standards and meet the guest expectation regarding cleanliness.
Window cleaning is done once a month, and communal areas carpets are cleaned once a year
by professionals whilst communal areas and bedroom are cleaned and tidy on daily basis, to
the highest standards.
The employees are trained to the higher standards, as expectations are high in a 5 stars hotel.

Maintenance
Just like meeting a person for the first time, it takes hotel travellers less than 60 seconds to
form an initial impression of a hotel or resort. Travellers may first take notice of the parking,
signage, decor, carpet, or even the smell. Although each visitor is keyed to something
different, each first impression is influenced by maintenance management(Smith, 2013)
Its the factor that can give a great impression to guests each time they visit a hotel. In a 5 star
hotel is even more important that standards are maintained at all times. The first impression
will stay with them, and they will have same expectation every time they return.

11

Maintenance is done on daily basis, by housekeeping department and maintenance staff.

Housekeepers can inform the maintenance department if there are major problems that
require qualified personnel.
The way that the lobby furniture is maintained, as well as the condition of the carpets or the
A/c units from the rooms (should be in working condition, dust free) will say a lot about the
maintenance of the hotel.

3.3 Analyse the key operational issues affecting the

effective management of the accommodation service
function for a given operation.
Every detail is important in order to make a good impression to the guests of a 5 star hotel. If
all the others areas are in perfect condition, but the design of the rooms are old fashion, or not
up to the highest standards, the business will struggle to retain customers and to stay on the
market. An attractive design, fresh flowers, quality furniture can make a difference in the
way a room is perceived.
Bed linen changed frequently in accordance with the hotels own policy and for each new
guest. Rooms prepared in advance of the guests arrival possibly including setting an
appropriate ambient temperature for the time of year, airing the room well, closing curtains
and putting on a light during the hours of darkness .An evening housekeeping service
provided and advertised possibly including some of the following services: bed turn-down,
bins emptied, curtains drawn, towels tidied, room service trays removed(Quality in Tourism,
2013)
As the Lime Wood hotel offers more than basic accommodation, they pay attention to all
details and go the extra mile in order to satisfy the needs of their clients.
Cleaning and maintaining a hotel like this will be expensive, as they use only the best
products, organic and chemical free, in order to deliver the best service that a 5 star hotel
should.
Stained carpets, leaking fixtures in the bathrooms, smelly or rusting furniture etc. can either
negate a good first impression or convince travellers they are going to have a bad
stay(Smith, 2013)
There is a hidden promise behind a 5 star image of a hotel, and that is that the guest will only
get the best, at all times: cleanliness, maintenance and linen should always be up to standards.
If the organisation fails to keep that promise will have to deal with losing customers, handling
complains, offer free treats or refunds. It will be bad for the organisation as they will lose
money, and get a bad reputation.

12

Task 4
4.1 Perform revenue/yield management activities to
maximise room occupancy and room revenue
The success of an organisation that sells accommodation is due to the techniques that are used
in order to maximise room occupancy. A way of maximising revenue is selling the right room
with the right price.
In a constantly changing industry, many hotels are using modern softwares in order to decide
if their tariffs are not exceeding the general tariff set by the industry. They are a big help in
getting the latest information about changes in the industry, fast and accurate.
Another way to maximise room occupancy and revenue is to implement policies. No
cancelation policy means that customers can not cancel the booking free of charge.
Depending on the organisation the fee will be the price of one night accommodation, or just a
cancelation fee. Another policy used by hotels in order to avoid losing revenue is No-Show
policy that generally means that the fees paid when making a booking are non-refundable.
Also juggling with rooms is a good way of maximising revenue. This generally means to sell
the right room, to the right client, with the right price.
Overbooking is another method that organisations within hospitality industry use, in order to
achieve full occupancy, and is done with the purpose of maximising revenue.

4.2 Discuss sales techniques that rooms division staff

can use to promote and maximise revenue.
The first step in managing to maximise room revenue is competent employees that know
everything about the services offered by the organisation. A skillful negotiation of the
conditions of content, price, and payment installments for packages can increase profit for the
hotel and can retain long-term customers.
The employees who are responsible with selling have to know how to use sale techniques
like: bottom-up, top-down, cross-selling, up-selling.
Up-selling is a technique used by many hoteliers and basically it means selling more that the
client got when he made the reservation. Therefore, is important for the employees to be able
to present other services, which may be of interest for guests: upgrades, packages or special
treats.
Keeping a client database, will help the hotel identify repeat quests, and can help in retaining
them through special offers, packages, discount rates. Its important for every hotel to retain
existing clients, as they will spend money every time they come back, and are also a good
tool for free advertising.
13

Besides taking care of existing customers, hotels have to implement a good marketing
strategy in order to gain new ones. Using media and internet for publicity will increase
clients database, and will generate more revenue.

4.3 Discuss the purpose and use of forecasting and

statistical data within the rooms division
Forecast: Forecasting is a technique to estimate, based on historical figures, expectations,
trends, and/or experience, a certain value of an uncontrollable variable for a certain future
period of time (Tourism.bilkent.edu.tr, 2013)
Forecast is a great tool used by managers in hospitality industry in order to plan future actions
based on passed results. Each organisation has statistic data about past years, and based on
them can make marketing strategies for the future.

Forecastin
g
Statistical

Trend
Projectio
n

Trend &
Seasonal

Judgmental

Smoothin
g

Expert
Opinion

Market
Surveys

Delphi
Techniqu
e

Tourism.bilkent.edu.tr, 2013

Many organisations within hospitality industry are using forecast to determinate the success
or failure of last year activities. Based on the results on forecast, they can take important
managerial decisions regarding future marketing and business strategies. If the data from last
year result that the strategies used were efficient, the organisation will follow the same path.
But in case the results were not good, they will know in advance what area they need to
improve and changes that have to be made in order to maximise revenue.

14

4.4 Calculate room division performance indicators to

measure the success of accommodation sales.
Room Type

Nr of Rooms

Price

Beds

Occupancy
55 occupied

Single

75

55

75

Twin

60

80

120

Double

80

80

160

Total

215

355

50 occupied by 2
5 occupied by 1
30 occupied by 2
40 occupied by 1
180 room let(260
guests)

1. Room Occupancy Percentage:

180
X 100 = 83, 72%
215

2. Sleeper Occupancy Percentage:

260
X 100 = 73, 23%
355
3. Average Room Rate:
11.900
= 66, 11
180

For twin and double room the price charged is for a single, as it was hotels choice to
offer them those rooms.

Conclusion
15

The sale of accommodation is the main source of income and generates the highest profit
margin for hotels.
Because the hotel include a large number of employees, responsible for various activities, it is
necessary to coordinate the activities of various departments and staff. Every worker must
clearly understand the duties and responsibilities they have and how their work fits between
the activities of other departments of the hotel.
To maintain standards, and be successful in this competitive market, organisations that
operate within hospitality industry need to adapt to the new trends. The importance of room
division department is indisputable, and hotels are investing more in training and retaining
good, qualified staff for this department. Front office and housekeeping departments are
essential to the success of a business. Whilst the front office is responsible for making a good
first impression, the role of housekeeping is to maintain that.

16

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Pictures
http://www.limewoodhotel.co.uk/gallery/interiors/
http://www.thenorfolk.com/Rooms
http://www.restup.co.uk/liveup

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