Running head: MANAGING ACCOMMODATION SERVICES

Managing Accommodation Services

Name

Institutional Affiliations

Managing Accommodation Services

Thank you, everyone, for attending this important meeting. As the manager of the Ritz London
Hotel, I have gained a little experience in the accommodations industry that I am going to share with
you. Opened in 1906, the company has soared to become one of the world's most prestigious hotels.
This conversation would aim at improving the services offered in the accommodations industry. Ritz
London is among the leading hotels in the accommodations industry based on its ratings in the market.
Therefore, understand the pressure that is associated with management in the industry. I have also
witnessed what made this hotel great.

The hospitality industry is among the most successful and the most diverse industries. This
industry is big because it comprises many smaller business categories, such as restaurants, bars, clubs,
and pubs. For instance, this industry comprises of 2.9 million jobs across the country and 4% of the
country's total GDP. However, the performance of the industry must improve in order to record such
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results. Customer satisfaction is the best strategy that companies can use to improve performance
(Reynolds, 2015). It is important to note that the hotel segment of the hospitality industry is gaining
momentum more than any other segment.

Investors in the hotel industry must look out for the occupancy rates of their customers. Only
companies that attract more occupants would succeed in the market. In this case, the stakeholders must
determine appropriate markets for these services. For instance, my country is among the leading
markets in the hotel industry.

Independent hotels and chain hotels are the main types of hotels in the industry. It is important
to understand these types of hotels because they are run differently. Independent hotels are hotels in
which a single individual or a small group of individuals fully own the hotel. This is the simplest type of
hotel for easy management. The main significance of these hotels is the fact that the owner(s) have full
autonomy over decision making. They get to decide what is good for the business hence reducing the
decision making the process. On the other hand, the owners of the hotels also have to incur all the costs
that are associated with ruining the business.

Lease hotels are also common types of hotels in the hospitality industry. They are hotels that are
leased out to chains that are interested in offering the services offered by the hotel. The main advantage
of this hotel for the owner is that the lessee caters for all the costs. Another advantage is that the lessee
gets a cut of all the revenue that is made in the company by the chain that rented it.

Managed hotels are also increasing in the hospitality industry. These are hotels that are opened
by the owner but managed by another company. The owner and the management company agree on
terms regarding the responsibilities that would be taken by either side. However, the management
company has complete responsibility for the performance of the company. The benefit of this type of
hotel is that a good reputation by the managing company could cause customers to prefer the managed
company. However, the biggest risk is that the company's image would suffer in case the reputation of
the managing company suffers.

These are quite many types of hotels in which stakeholders can invest. However, it is crucial to
be careful about the type of hotel to open. You must consider all the factors that affect performance in
the market before making the decision to buy.

It is also important to address the factors that attract customers to book accommodations in
hotels. Customers are important in any industry. Therefore, the hotels would not be productive without
customers (Choudhury, 2012). Potential customers usually consider the rating of the hotel in case they would like
to book. Therefore, it is essential for hotels to implement strategies that would improve the experience of their
customers and get a higher rating. However, it is vital to mention the inconveniences caused by poor hotel rating
systems across the world. With different countries rating companies differently, it becomes difficult for the
customers to trust the system (Narangajavana, 2007). However, it is the role of governments to regulate various
industries. With a high level of competition in the market, hospitals need a high rating as a competitive advantage.

The hospitality industry is becoming competitive every year. The industry has grown tremendously over
the past five decades. Therefore, hotels need standardization tools and measures of quality. This can be achieved by
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formulating a universal rating system (WTO, 2014). The sustainability of the industry has caused hotel service
providers to shift their business models from consumer satisfaction to consumer information (WTO and IH&RA,
2004).

Wang (2011) observed that most consumers use the internet to book hotels. Nelsen (2007) also found out
that customers trust customer reviews just like they do company websites. Before the globalization of rating
systems, countries should try to use uniform rating systems throughout the country. Daily (2015) affirmed that
different rating systems lower the trust of customers in the reliability of the information they give.

Social media is also playing an essential role in the promotion of hotels. (WTO, 2014) claims that social
media websites do the ratings are more reliable to customers compared to the rating made by the company. "Ratings,
websites, ambiguous criteria, and guests' comments sometimes create even more confusion and frustration, because
appropriate information is not always given about a category's standard" (Matzler and Wiaguny, 2005). Surveys
show that 47% of customers would rather use customer ratings, while only 21% claimed that they would use system
ratings. Customers have preconceived notions of what they expect the products to appear. Therefore, they would
provide a negative rating if the products do not meet these standards.

The structure of the organization is also important in determining the perceptions of the customers. The
front office is at the core of the structural arrangement of the hotel. This is where the customers first land when they
enter the hotel. The customers are able to ask all types of questions they need at the front office. The concierge,
cashier, porter, and mailing service are the main groups of individuals who work at the front office. In this part of
the hotel, the individuals at the front office talk to customers through telephone, email, and fax.

The front office deals with everything that the customer needs. The concierge is the most important
individual at the front office. These individuals ensure that the clients have all they need to settle at the hotel. This is
why the front office is important in determining the profitability of the hotel. It helps to ascertain whether the
customers would return to the hotel or whether they would stay for their last time. The great keys of the Great
Britain and Commonwealth are also an important symbol in the hospitality industry. It symbolizes the promise of
great quality services.

Hotels also need facilities in order to remain in good standards. Hotels have to run many operations in order
to meet the needs of their customers. These facilities make it possible for the hotels to implement the relevant
strategies for improving the performance and the conditions of the hotels. These facilities also help the hotels to
customize products and services for the customers with convenience. At Ritz, the trick is to maintain the highest
level of cleanliness.

The main idea of hospitality is making someone feel comfortable. A clean environment helps the customers
to feel comfortable in their accommodation units. Ritz has set up and equipped an entire department that is dedicated
to the cleanliness of the hotels. The cleanliness of the hotels must be maintained on a 24-hour basis. This is what
happens at Ritz. Ensure that the dirt is removed immediately it is spotted. This type of care shows the clients the
essence of accommodation in the hotel and prompts them to come back for another experience. This is how
successful hotels establish customer loyalty.

Housekeeping is also another important element of success for hotels in the hospitality industry.
Housekeeping is the professional practice where the company establishes the maintenance of the accommodation
units on a full-time basis. The most important part of housekeeping is to find professional housekeepers who are
able to do their work. Housekeeping is not a practice that is done randomly. The housekeepers must be able to
understand their responsibilities and how they are expected to execute them. The culture of housekeeping varies
from one hotel to another.

At Ritz, housekeeping is one of the most important services. The company approaches housekeeping from
a systematic perspective. The company ensures that all the housekeepers attend their duties in time and accomplish
their tasks as expected. The Reports on housekeeping are also provided and documented in order to keep track of the
performance of the housekeepers. My company holds housekeeping to the highest regard because it helps to
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ascertain the quality of services that are offered by the company. My company documents a list of all the guests in
the guests in the premises and the housekeepers that have been assigned to these units. This helps to improve the
level of accountability of the housekeepers.

Proper forecasting helps us ensure we have enough supply on hand to satisfy demand. An overestimation of
demand leads to bloated inventory and high costs. Underestimating demand means many valued customers won't get
the products they want.

The purchase department in our hotel buys housekeeping items such as detergents and another cleaning
agent, different types of cleaning agent, different types of cleaning equipment, various types of linen and other
supplies which are kept in the guest room.

Ritz London also prioritizes the ability to project the stock of linen that is required for the guests. This is an
important element of housekeeping because it helps to ensure that none of the guests have to miss out on the basics.
It is important for housekeeping to coordinate with other departments in order to ensure that they have everything
that they need whenever they need it.

The control desk is also another area that is crucial to the functioning of hotels. For Ritz London, the
control desk acts as the focal point of the organization. This is where everything that goes on in the organization is
controlled. The control desk monitors the booking process to ensure that customers are directed to the rooms that
they book. The control desk also helps to ensure that the customers are notified whether there are more rooms to be
booked.

When a job is completed, a copy of the tradesperson's completed ‘work order ‘is sent to the executive
housekeeper for acknowledgment of work completed satisfactorily. If this copy is not sent to the executive
housekeeper within an appropriate amount of time, housekeeping issues another ‘work order,' which signals
maintenance to provide a status report on the requested repair.

Housekeeping also coordinates with the HR department for the requirement of new housekeeping staff,
salary, administration, indiscipline, identity card for staff, transfer, promotions, etc.

Another essential aspect related to the Back of the House, that is important for us is the process of
scheduling maintenance and repairs. The purpose of maintenance is to maximize an asset's useful lifetime and
minimize costs. These decisions are regularly made about how to sustain assets – from servicing intervals and
frequency to a responsibility hierarchy.

The control desk is important in establishing a link between all the other departments in the organization.
The control desk helps to ensure that the departments in the organization are able to communicate. It mobilizes the
engineering department to carry out maintenance. It also aliases with the housekeeping department to ensure that all
the housing units are in order to be used by the customers.

Maintenance is also another important aspect of hotel management. Maintenance refers to making
adjustments that would restore the normal standards of the hotel or improve the standards. It is possible for hotels to
wear off after some time when they are utilized for a long time. However, the customers still expect the glamorous
experience that brought them to the hotel in the first place. This is why maintenance is important. It ensures that the
company is able to restore damages within a short period and retain its high customer experience

The security and the safety of the system that is used by the hotel is also an important element for the hotel.
The safety of the physical and electronic systems that are used by the organization is an essential element in the
maintenance of hotels. Once the customers check into the hotel, they become the responsibility of the hotel. It is
imperative for the hotel to ensure that they provide all the necessary security that is required by the customers.

The physical security of the customers is important because they are in a new environment. It is not an easy
thing for a large number of customers to come into a new environment and settle comfortably. This implies that they
have bestowed a lot of trust in the hotel to protect them. They expect that they can walk around the premises without
the fear of any physical harm. They also have to ensure that they can stay at the hotel for whatever time they want
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without worrying about the security of their luggage. This is the most sensitive part of security. Customers carry
different types of luggage that are important to them in different ways. Therefore, the hotel must be in a position to
protect this property.

Hotels must also learn to protect the electronic systems and networks that are connected within the hotel. In
most cases, hotel customers use internet services by tapping into the network connectivity of the hotel. If the
network is not secure, the customers become susceptible to cyber threats and other aspects of cybercrime. The hotel
also needs to secure the materials that are used by the customers at the hotel. The direct connection between the
customers and the equipment they use poises a security threat. The customers can get hurt if they handle equipment
that is not well maintained and secured.

Therefore, it is clear that the success of any company in the hospitality industry depends on the
commitment of the company. I manage one of the most successful companies in the world. However, I can assure
you that it is not the most straightforward task. Many people could think that it is easy because the company is
already successful. This makes it harder because the hotel must do everything possible to retain this reputation and
the experience to the customers. That is why the company is also among the top spenders in the industry. Any hotel
must be willing to make the right sacrifice in the right place in order to enhance the experience of the customers.
Other hotels can learn from the case of Ritz London. However, I also acknowledge that many other hotels are doing
a great job and remaining competitive in the market.