Accommodation Management - Essay Example

?Topic Accommodation Management Number Introduction The hotel industry is one of the mature industries that are marked by stiff competition. The market share has kept on increasing every day at the expense of the competitors. In essence, stiff competition occurs at international level as opposed to a local arena. There are various types of hotel industries ranging from commercial, airport, conference and economy, all-suite hotels among others. Categorically, these types fall under fall broadly under luxury or budget hotels. Hotels offer diverse services to its customers depending on the type and customers to be served. Hotels offer it services both to local and international customers; most of the international customers are the tourists and travelers (Fisher, 2006). They can offer food, entertainment, education, conference space and any other needs that customers need. While the act of hiring out the space to tourists is traced back to ancient times, it has been a booming business all over the world. Hotel falls under the industry of hospitality, which has diverse but specific services all over the world. Certainly, it one of the largest employer, recruiting several persons in a puzzling array of jobs within the globe. These hotel sectors vary from prestigious five-star to the ordinary sectors especially found in public institutions. In this section, a clear comparison is given for two broad types of hotels i.e. a luxury hotel represented by The Westmead Hotel and a budgetary Hotel represented by The Britannia Country House Hotel. For better difference, range of services provided is discussed. Similarities between The Westmead Hotel and The Britannia Country House Hotel Conferences Both hotels have well established flourished room for holding meeting especially in the issue of planning. They provide unrivalled diverse and professional rooms that suit all types of meeting for both private and public conversations (Gupta, 2007). They offer an exclusive selection of the best class hotel places with equipped facilities and good customer service. The staff is well vast with experience for coordinating and organizing conference rooms in all the lodges. All these activities are aided by well trained personnel. For every conference held, customer get prestigious accommodation, catering services and leisure activities. Accommodation They offer very luxurious accommodation in all their lodges. All are sophisticatedly presented with integrated modern and traditional styles. Although may not present the diverse technological accommodation advancement, they match the desires of all the customers of different classes. All the office operations are suited for 24-hour service, private safety and parking (Gupta, 2007). Although most of the rooms are designed for ordinary living, extreme conditional living is catered for e.g. smokers. Each room has recreational cum entertainment facilities that facilitates the customers comfort. Furthermore, the entire fees should be paid in advance though it varies from one hotel to another. Children under the age of 12 are allowed to sleep with their parents at no extra cost. Between the age of 13-18, parents pay half the price for elderly. Reservations The hotels have adopted the modern technological advancement to reserve rooms. They have devised online criteria whereby esteemed customers can book for their rooms everywhere in the world. The management information system has been a great benefit. Through this system, it has facilitated smooth information flow from one department to another. The management team can then budget for the customers thus avoiding wastage of resources. Meals Food gives the name to a hotel. Both of these hotels provide a wide range of foods ranging from local to modern. They accommodate both the likes and dislikes for all the people with well trained cooks and chefs. Meals are provided at the customers’ request. Children, old and expectant mothers are treated with special attention to meet their needs. This implies that special foods should be given apart from the normal meals (Suddaby, 2011). Arrival/Departure On arrival, customers must sign in to various rooms and seek assistance from the fore offices and housekeeping. Both hotels have sophisticated management systems to aid the whole process Customers come at their pleasure but must leave at one time. In both hotels, customers must clear their rooms and assigned items. This implies they should have a clearance form from the hotel. Although this may seem tedious, computerization of information has assisted a lot. Data stored in various departments facilitate the whole process. In essence, both housekeeping and front operations are cleared instantly. Differences Although hotel industry offers almost the same services, there are distinct features that differentiate them. For instance, The Westmead Hotel provides recreation for marriage and honeymoons. It ensures prestigious wedding facilities that facilitate the success of the wedding. This is usually for high class people because it is very expensive and may not be affordable for low class. On the other hand, The Britannia Country House Hotel offers mountain climbing for its customers. These are services which must be paid by the customers. Reservation The Westmead Hotel provides accommodation for early booking. Although Bush-House reserves for its customers, The Westmead Hotel go for their customers at the airports and arrival ports. This provides an assurance for accommodation. Different members of staff are dispatched to various ports where customers are coming from (Fisher, 2006). On arrival, customers are registered accordingly. In their accommodation rooms, they are given special linens that match the room assigned. House linens are changed on a daily basis. Conversely, The Britannia Country House Hotel waits for customers at the premises. This is a great risk for accommodation. After customers are registered and assigned the rooms, they pay their charges in the accounts office either by cheque or cash. Accommodation rates The Westmead Hotel has been well known for its quality services. This directly reflects to what the customers pay. Management fee boost the accommodation charges for the Hotel. The Westmead Hotel has several special attentions given to customers that make it expensive. For instance, it provides at least one attendant for every room to ensure the comfort of the customer. The rooms are flourished with modern equipments that are not comparable. Its counterpart is equally comfortable, but the quality of services cannot beat Serena. One attendant serves four to five rooms whereas no special attention is given to customers unless under negotiations. Meals Although both hotels provide special meals, they are none the same in their services. The Westmead Hotel allows self-service for the meals. Customers are given ready food where they can serve for themselves. This is only applicable to non-special customers. Special dining rooms are designed mainly for serving (Ambrose, 2011). On the other hand, The Britannia Country House Hotel does not provide self service unless on customers’ request. Customers are served in the dining rooms with their favorite meals. Although these meals are special, customers have a right to ask whatever they feel like taking. Like The Westmead Hotel, children are given special attentions. GREEN ISSUES FACING HOTEL SECTOR Environmental problems mostly affect the hotel industry. In order to reduce the problems, recycling, water conservation, and conserving energy are some of the best practices to be adopted and acted upon by the hoteliers. Reduction in the use of chemicals and the use off-grass furnishing together with finishes can be some of the necessary steps to be taken by hoteliers in managing the environment. Environmental management has never been a new phenomenon in the hotel industry. Several hotel chains have implemented strategic programs that include corporate-wide targets in reducing the use of energy, generation of waste, water use and the recent green house gas emissions (Gupta, 2007). Many hotel industries have come up with customer-based initiatives like linen and towel re-use programs. The main motivation for the hoteliers is to control the rising costs during the time of increasing utility rates. Utilities comprise of average of 15%of of the total cost of operation for most hotels and cost-efficient environmental strategies can reduce property consumption by 30%. Challenges facing the hotel industries are similar in nature since they all fall in the same industry. These include Waste management- Managing of waste has been the greatest challenge face by several hotels. Waste food and remains from the kitchen has never been properly managed. Where to dispose these remains has been a problem therefore raising some questions on who and how to manage these wastes. An emission of lots of smoke into the atmosphere and rise of energy costs-rise of energy costs has been one of the environmental challenges facing the industry. Smoke excess heat and smoke from the kitchen has caused some environmental pollution. Most of the hoteliers have not met the threshold of managing the use of energy (Jim Butler, 2007). Water resource management-water is one of the precious commodities that should be properly managed. Most of the hotel industries still use the high shower heads, and the taps are running continuously. Poor plastic management- plastics mostly used as wrappings in the kitchen are not properly disposed therefore becoming environmental hazards Strategies of environmental management The following strategies were made to introduce best management practices that have an effect on the bottom line of the hotel and its attractiveness in a payback period and investment costs. Different hotels have come up with different strategies in managing the environmental issues. As in the case of The Westmead Hotel, the following strategies were employed in environmental management. 1. Restructuring the staff practices in order to reduce the level of wastes and conserve the available resources. It is worth noting that the resources and waste used are going to be generated can be controlled by the line staff that might not be incentivized and well educated about the importance of managing the environment (Suddaby, 2011). Examples can be seen everywhere in daily operations of the hotel. This ranges from reporting creeping toilets and leaking taps, turning off the lights to putting off the thermostats. In order to change staff practices, it requires incentives for staff, trainings and revision of standard of operations. Without reinforcing and comprehensive approaches, correct changes within the hotel cannot be properly effective. Reinforcement comprises of on-the job training, educational lectures and videos and recognition. 2. Investment in a cost effective and renewable energy With the current increase in the cost of fuels and electricity, the hotel should consider in investing in renewable form of energy. These technology include solar hot water, small wind energy system, photovoltaic (PV) or solar electric and groundwater source heat pumps. Feasibility study should be done in these areas so as to determine the specific effectiveness on the kind of property to be invested. 3. Enhance the end use efficiency This is characterized by the reduction of resources like water and electricity that can perform the similar end use (e.g. heating, lighting, air conditioning and ventilation, laundry loads, refrigeration). This can be realized through higher efficient technologies, resource recovery systems with an increasing payback period across the same range. Control of energy includes the use of timers, sensors and other thermostatic controls and use of photo-sensors for outside lighting system (Mauri, 2012). Control of water basically minimizes the rate of flow of water at taps to the lowest standard for public rooms and guestrooms, kitchen etc. Control of water also include the use of automatic shut valves, use of foot pedals in the kitchens to ensure taps are closed when not in use, and sensors in taps and toilets in public bathrooms. The hoteliers should consider using energy serving florescent tubes and light emitting diodes for ground lighting and exit signs. There should be use of efficient pumps and drives, automatic air-conditioning system, freezers and refrigerators (Mauri, 2012). The hotel should use water recovery systems that include collection of condensate water from frozen air conditioning systems. Harvesting water for irrigation uses and laundry is also another best practice that should be adopted by the hotel. 4. Continuous implementation of Environmental management system One of the critical steps in adoption of EMS in any organization is the identification of aspects of those operations e.g. using chemicals during landscaping and introduction of changes in practices and facilities that reduces the effects of organization on social and natural environment. EMS assumes the concept of ongoing advancement where an organization can start at any point of environmental performance. CORPORATE SOCIAL RESPONSIBILITY OF THE WESTMEAD HOTEL Companies that contribute more to their communities come up with values by making economies that are stable and that strengthen relationships that important to business operations. The Westmead Hotel works in partnership with other hotels in increasing social and economic benefits to their communities. The hotel creates income and jobs for local inhabitants and strives to exploit vital roles hotels play by stimulating the economic activities b y investing in talent, time and resources of their team members and business. Through the provision of opportunities to team members to engage with local communities, the hotel enhances their reputation, builds their affinity, promote the development of skills and encourage teamwork. Some of the social responsibilities offered by the hotel include: Provision of job opportunities Hotel industry is the main contributor of jobs through direct and indirect employment. Job opportunities offered by The Westmead Hotel worldwide vary basing on staffing and footprint of different brands. The hotel has opened various branches around the globe therefore leading to the creation of job opportunities. The table below shows various hotel openings worldwide Addressing basic needs in the society The hotel does this by providing shelter, food and other basic necessities. The Westmead Hotel partners with other organizations in addressing local issues and come up with different means and ways to make a difference in the community (Fisher, 2006). Some of the activities include: giving support to homeless and offering expertise to orphans and raising and drilling water boreholes for the communities. Responding to global disasters As a leader in the hospitality industry, the company provides support, compassion and financial support to communities whenever there is a disaster. Every time there is a disaster, the hotel’s regional offices reach out to the affected hotels to supply the local communities with the required resources. Supporting human rights The hotel partners with other human right organizations in eliminating child abuse and trafficking. It also facilitates for trainings on how to identify and eliminate child trafficking in the world. Encouraging understanding through cultural experiences The Westmead Hotel provides distinctive cultural opportunities and experiences for team members and guests. Visiting guests are given an opportunity to submerge themselves in the native cultures and have experience on the history and traditions of a particular region. Other ways in which the hotel can enhance local culture is through: preservation of local heritage, preserving landmarks, integrating local cultures into their hotel designs and donating space to local artisan to display their artworks and handicrafts to their customers. Conclusion Both hotels provide a range of services to customers. They host both local and international customers and serve them at fixed rates. They vary also in the range services they provide depending on the type. For instance, luxurious hotels attract the executives and the working class while the other types attract diverse categories of people. As seen from the chosen hotels, they have employed different strategies in environmental management (Fisher, 2006). They have a role to play in giving back to the society in which they operated. As previously mentioned, they promote local culture, support human rights and assist the local communities during the crisis and global disasters. Reference list Ambrose, M.a.K., 2011. Hospitalityand hotel industry. London: Heineman. Fisher, C.D.., 2006. Human resource management. Boston: Houghton Mifflin Company. Gupta, A.K.a.G., 2007. Knowledge flows within multinational hotels. NY: Sage. Hair, K., 2009. Hospitality management. Jakart: Bank Indonesia. Jim Butler, G., 2007. www.hospitality-online.com. [Online] Available at: HYPERLINK "http://" http:// [Accessed 10th October 2013]. Mauri, A.G., 2012. Yield Management and Perceptions of Fairness in the Hospitality Business. International Review of Economics, 3(2), pp.234-344. Scheuing, E., 2007. Reinventing Purchasing for Competitive Advantage,”. CAPS Research Praxis. Suddaby, C., 2011. Green Hospitality Development Gaining In Popularity. Cambridge : Cambridge University Press. Read More