MAS GUIDELINES
Critically evaluate a range of different accommodation services and the role front office plays in achieving positive grading, classifications, and reviews to meet overall business objectives for guest satisfaction and profitability
-Firstly, you have to Critically evaluate the scale of the accommodation services
● Luxury,
● mid-range,
● budget,
● limited service
Ø The types of facilities found within each: restaurants, valet, concierge, private dining, bars, banqueting and spas
Ø Staffing levels within different types of accommodation providers
Include at least 3 different types of accommodation services but not limited to (check the teaching slides):
● Full-service hotel
● Condotels
● Resort Hotel
● B&B
● Economy Budget hotel
● the informal accommodation model e.g., Airbnb
-Then you have to Critically evaluate the contribution of accommodation services to the UK GDP e.g., employment, revenue, number of hotels, number of bedrooms, etc.
-Then you have to Critically evaluate the different forms of ownership available to accommodation services e.g. franchise, leased, managed/private
-Finally, Critically evaluate the role that grading, classifications systems and online review sites play when potential guests look for and book accommodation
Classification, grading and online guest review sites:
Hotel rating
● How do hotels get their star rating?
UK star rating (Visit England – AA)
● Critically evaluate how star ratings influence customer behaviour?
(how the classifications and grading can positively and negatively impact the customers to come and stay)
● Critically evaluate what the impact of online review sites e.g., TripAdvisor, Trust a pilot, on accommodation services?
Next, Explain the function of the Front Office with reference to 3 different types of accommodation provider (Luxury hotel, Mid-range hotel, Budget hotel, B&B, Airbnb, Motel, Hostel etc.).
Functions such as Reception, Reservations, Concierge, Valet and Night Audit team for each of the accommodation provider selected (if they have these functions)
This part is about the departments of the front office, not the jobs!
Then, Critically evaluate the key roles within the front office department of You chosen Hotel on how they help in achieving positive grading, classifications, reviews, business objectives and guest satisfaction.
You need to Critically evaluate each role in the Front office of a specific hotel (introduce it), the main duties of these roles (job description) and Critically evaluate how each helps in achieving positive grading, classifications, reviews, business objectives and guest satisfaction.
Some examples of roles: (5 roles)
Receptionist, Shift leader, Reception manager, Front office manager
Night auditor, Night auditor manager.
Concierge, Guest relation officer, Hall porter/Bell boy, valet.
Reservation officer.
Critically evaluate the importance of communication between housekeeping and facilities department for providing effective quality accommodation services that meet overall guest satisfaction
First, it is important to explain what the housekeeping department is within a hotel
Then, review the key roles found within the housekeeping department in your selected Hotel.
This means identify some key positions within the department and explain their importance. (4-5 role)
Housekeeper
floor supervisor
Executive housekeeper,
Day maid or evening maid,
Public area cleaner
housekeeping office coordinator
Assess the importance of forecasting linen stock and other guest supplies to ensure sufficient supply to meet demand.
Start with a definition of forecasting
Then define what are linen stock and other guest supplies.
Then assess why it is important to forecast them for the housekeeping department to be able to do its job properly.
Finally, Critically evaluate the importance of interrelationships between housekeeping and other key departments within your selected Hotel to provide quality provision and services.
This includes the relationship/communication between housekeeping and other departments (maximum 3) and Critically evaluating how that supports the quality of the services delivered to guests.
● The interrelationship between housekeeping and maintenance
● The interrelationship between housekeeping and front desk (reception and concierge)
● The interrelationship between housekeeping and security
● The interrelationship between housekeeping and kitchens
● The interrelationship between housekeeping and restaurant/room service
Finish off by detailing how the lack of communication can lead to bad service delivery and provide appropriate examples.
Assess the role maintenance and security plays within accommodation services
Start by defining or explaining what facility /maintenance management is about in Hotels and then assess the importance of scheduling maintenance or repair work to minimise disruption to guests and ensuring overall guest satisfaction .
Assessing means the benefits of maintenance for overall guest satisfaction, how scheduling of maintenance or repair work prevents disruption of services to guests as well as the negative impact the lack of maintenance can have on the business.
Finish off by discussing the importance of security to guests, workers, owners and property within your selected Hotel.