INTERNATIONAL SCHOOL OF

MANAGEMENT AND TECHNOLOGY

FACULTY OF HOSPITALITY

ASSIGNMENT COVER SHEET

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STUDENT DETAILS

STUDENT NAME Surendra Limbu

STUDENT ID

UNIT AND ASSIGNMENT DETAILS

UNIT TITLE Managing Accommodation Services

UNIT NUMBER K\616\1794

ASSIGNMENT The Accommodation Industry and Its Contribution

TITLE

ISSUE DATE 13 May 2024 DUE DATE 13 June 2024

ASSESSOR Pramod Sundas

NAME

ESTIMATED 2878
WORD LENGTH

SUBMISSION

HAND IN DATE 13 June 2024

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SIGNATURE Surendra Limbu DATE 13 June 2024

 2 Introduction of hospitality industry

Hospitality is the act of welcoming guests or strangers to entertain guests without reward

or any kind of expectation. There is a line called “home away from home” this line carries a lot

of definitions. Hospitality includes rooms, food and beverage, accommodation for holiday

makers along with shelter is all hospitality. For example, hospitality does not exist within hotels

it can be found everywhere from your home, or your daily life basis too (A.n.o.n, n.d.).

Types of hospitality industry

Food and beverage:

This is the important department in accommodation service to earning revenue for hotels.

Which never gets shortage in worldwide. It can make a chunk of money for hotels like making

new cuisines and serving to guest. This department includes: restaurant, bar, pubs, cafe and

coffee shop (easygoband, 2023).

Travel and tourism:

Travel and tourism are little different in hospitality, however it works like travel agents,

airlines, shuttle service that assist tourists to approach their destination. T&T are like a bridge

deprived of this hospitality is hard to run in this era (Campbell, 2023).

Lodging:

In a simple way lodging provides to stay and sleep in a particular place or organization

for overnight. Which carries multiple types of organizations, such as hotels, motels, resorts, spas,

cruise ships and caravan (Anon., n.d.).

 Recreation:

This is mainly built for entertainment purpose and business to let costumers hobbies to

pursue also for educational opportunities. It can be experienced for an hour which includes

tickets , food and beverage to collect revenue.

Events and meetings are essential part of hospitality industry. It increase hotel revenue

and changing the way of business furthermore by the hosting, sport, music and luxury especially

in special occasion time, it happens. These are the main source of income (Cottam, 2022).
 Scale and size in accommodation service

Large-scale accommodations

A luxury hotel provides a luxurious accommodation experience to the guest, and 4-5 star

hotels describe themselves as luxury. Luxury hotel provides numerous services such as access

and protocols that are easy and fast, rooms provided according to guest demand, amazing

service, and high paying attention towards guests. High-quality breakfast with quality and

quantity, and having 300 to 1000 numbers of rooms. (A.n.o.n, 2024)

Mid-scale accommodations

Providing general service such as coffee shop, a lounge, airport pickup, and drop, food,

and a beverage so this kind of service called modest service. However, these are sufficient for

huge segment of the tourists. (Anon., n.d.)

Small-scale accommodations

These hotels provide clean, comfortable, safe, and affordable rooms and fulfill the basic

needs of guests. Having fewer services compared to larger but focusing on important services,

without adding additional service charges. (A.n.o.n, n.d.)

Types of hotel ownership

Privately owned hotels:

In this type of hotel, the owner can freely own and run including the operational and

financial success of the hotel. Owner is completely responsible for taking risks, making

decisions, and building his brand. Furthermore, hotels not related to any particular brand or hotel

are called independent hotels too. Bringing a privately owned hotel, the hotel owner has to face

many challenges such as hiring professionals, managing decisions regarding staff, and inspecting
the design and daily expenses of the hotel. And some stakeholders can also make some decisions

or provide little funds after all responsibilities are up to the owner (Lacalle, 2024).

Franchises

The franchise is a bringing or building brand within a hotel property by the owner, which

runs under a hotel chain franchise agreement. A franchisee is a person who takes the brand, and a

franchisor is the brand that provides intellectual property and channels. Before having a franchise

the hotel owner needs to follow some protocols such as signing an agreement with the brand to

run as well as exchanging a franchise fee. After that, the hotel owner also distributes operators,

and team members, to set up their hotel business towards whom they have dealt with operating

agreement (Llc, 2021).

Figure 1: franchise system

Managed hotels:
You want to invest in a hotel property however, you don’t have any specific knowledge

or budget regarding the hospitality industry, and in this case, you need to hire a company that

manages. No matter even if you are facing financial problems or operational things such as
salaries, maintenance, and daily expenses, the owner covers the decisions of management (pam,

2016).

Leased hotels:
This one is similar to the privately owned hotel, but the hotel building belongs to another
person. This kind of hotel comes for long-term arrangements. The hotel has to pay a small
amount, but sometimes they increase on amount according to profits generated by hotels
(Wickford, 2017).

Grading systems

This is an internationally-accepted indicator of a hotel’s quality, cleanliness, and level that

contains 1 to 5 stars. One Star offers limited and five-star hotel access to high and luxury service.

This grading systems are categorized into different types of Star rating systems that are mention

below:

 One star: Budget amenities that are clean and safe. And guest can have good services

based on their budget.

 Two stars: Particularly for those customers who are conscious regarding money or price

that also provides limited facilities and services.

 Three-star: A wide range of facilities they provide, like good quality of service and

decoration more than average service.

 Four-star: Services a lot of facilities, high-quality design, and perfect service, along with

a deluxe guest experience.

 Five stars: Compared to the other five stars covers all kinds of facilities by

comprehensively, high-quality designed properties, luxury is apparent across all areas of

hotel operations (A.n.o.n, 2022).

 Online review sites:

Online reviews play a critical role in booking accommodation of hotels. If the reviews are

positive then there is a chance to generate more and more bookings, while negative reviews can

breakdown the hotel’s reputation along with revenue.

For example, sometimes if a guest posts negative feedback regarding hotel through social

media platforms that leads to drawbacks for hotels, especially when a specific person or public

figure acts like this there is a high chance to reach their fan followers. In this case, the hotel

should take or respond immediately before leading to damage to their image.

On the other hand, one of the good parts is positive social media reviews which can make

the hotel a highly beneficial way and hotel brand. Guest uploads a couple of pictures, and video

footage, on fast-growing social media such as Facebook, so this kind of activity creates a strong

reputation for the hotel. To get an advantage against competitors you need to pay close attention

to your hotel (Alliance, 2023).

Classification Systems:

Classification systems are major factors in the accommodation industry when we meet the

criteria such as well-designed, quality of the hotel services, and facilities. Classification systems

are defined with multiple criteria that facilitate comparisons of hotels according to countries and

destinations. To get benefit from classification systems we need to justice on price, providing

authentic information and general rating symbols (Uran Maravić, 2017).

Establishing standards

Showing the professionalism of staff such as helpful, friendly, and caring, and personalized

attention towards guests, so this kind of thing reflects value for money or satisfaction of guests.
As well as delivering service quality accurately that builds trust and confidence between staff

and guests. Moreover, guest satisfaction takes towards the guarantee of customer loyalty along

with the appreciation of service providers that understand tourist and travel motives as a factor of

hospitality (Fredrick, 2019).

Guiding guests expectations

First things is important to understand the nature of customers and expectations, such as

feedback from experience, personal communication, personal needs, and word of mouth. It is

valuable to know that customers can have several expectations when it comes to hotel service.

Customer perceptions are impacted by the customer’s emotional state while servicing to using it

(Makeeva, 2014).

Figure 2: Guiding Guests Expectations

 Marketing and branding

By offering place attention or all parts tangible and intangible to the destination, that specify

and reflect different from others, when it comes to branding. Concerning tourists' needs, desires,

and expectations along with round service to make a pleasant and stable memory. That works out

the feeling of loyalty and they may return to the same destination. To identify that destination,

branding needs to reflect the experience without cheating with nature of the tourist. Moreover,

territorial marketing is also an essential element, especially at cultural and economic levels, that

territorial marketing focuses on merging lifestyles, personalities, cultures, and values of

accommodation experiences to enhance (Morando, 2022).

Regularity Compliance

Hotels mostly focused on food safety along with employee compliance. They focus on external

things, like essential food safety by providing particular training and certification of food codes

and local. Also understanding the lens of organizations and recognizing a list of organizational

factors that can enhance food safety compliance, leadership styles, support, and food safety

climate. On the other hand, employee safety is also responsibility for the organization because

protecting employees from infection can hold the virus and also increase the survival of the

organization during a crisis (Hu, 2021).

Driving quality and improvement

Considering online customer feedback can reflect the changing demand of customers

regarding service quality by detecting online review data. That can help companies to know their

customer's expectations, in this way customer reviews can be reexamined and exceed service

quality, which can help to improve. In addition, customer reviews can be found on various media

platforms, social networks, e-commerce platforms, and accommodation platforms (Ding, 2020).
 3 Accommodation services:

Hotels
Usually have their restaurant, bar, meeting rooms, sports, facilities for fun, and many

more. It provides guest services, rooms, and additional complementary, as well as food and

beverage, housekeeping, and WIFI. However, hotels depend on star ratings, which go from 1 star

to 5 stars. A 1-star hotel provides limited or basic services, we can't expect more than that. But a

5-star hotel provides high-standard services and facilities, a luxury hotel, along with swimming

pools, fitness, and spas (Barten, 2024).

Resorts:

They are established to provide various facilities to draw the attention of holidaymakers,

they are also the heart of hotels things they provide such as dining, entertainment, shopping,

health, and sports. Moreover, facilities like bars, restaurants, spas, casinos, swimming pools, golf

courses, and ski lifts are included too (Gillaspia, 2020).

Motels:

They are located near the roadside or highway especially designed for motorists, along

with rooms attached in basic blocks and parking outside. After World War 2 it became popular

worldwide and started appearing in dictionaries too, the motel name is a combination of ‘motor’

and ‘hotel’, it was built in 1925, and the word built as the milestone Motel in San Luis Obispo,

California, USA. It is usually owned personally instead of as part of a chain. They provide a

desk, chair area, TV, and telephone too. However, some of the motels have bigger rooms than

others, and they charge a little more costs too (Stainton, 2023).
 Hostels:

They are budget-friendly kind of accommodations that focus on a social experience, as well

as friends, social, and adult playgrounds. Adventure, anything can happen, creativity interaction,

so this kind of thing are included in hostel accommodation services. A hostel provides rooms

with headboards, pod beds, and bunk beds with double mattresses. Moreover, you don’t have to

bring a sleeping bag along with charging pots or outlets for each bed, so you don’t have to

consider basic things. In addition, they also have sports or refresher areas where you can spend

your time watching TV, and reading books these are great factors to spend time on if you solo

traveler or a social person (Hostelworld., 2023).

Bed and Breakfast:

When you get entry you will be welcomed or greeted warmly and humbly. Their each

room is designed with attention to detail, making strange spaces for guests to relax, located in

desirable locations. In addition, from the B&B you can see views of local attractions and

authentic experience. Usually, they serve homemade delicious breakfasts, and making feel like a

guest home away from home. B&B is a kind of lodging accommodation system that offers

overnight stay. Also, it’s a private residence that has been changed into a lodging, and the owner

of the property is known as an innkeeper (Kornegay, 2023).

Online reviews

This kind of strategies.

Online reviews are crucial for customers' decision-making processes when booking or

selecting hotels and restaurants. However, it depends on positive and negative feedback from

hotels and restaurants that they prefer or influence, which also impacts their intention to book
hotels via online platforms. For example, factors like the review’s source, rating and score, and

the actual content assist and impact online reviews, hence it will improve aid businesses

effectively in managing online customers by applying (Mishra, 2023).

Figure 3: Online Reviews

Implications of ownership grading

 Value for money: Any kind of positive review are key element of service quality to

evaluation and customer satisfaction, but the service quality should be justify according

to guest money that guest pays. In this case, customers pay more money to get that

service. While negative comments can destroy the reputation of hotels along with

customer’s buying intentions (Vo, 2021).

 Trust and reliability: A hotel star rating is an independent and objective grading, that

reflects to guests as a reliable system and assists guests in understanding also meeting
 their criteria in a hotel. When it comes to guest decision making a rating system hotel is

essential because that connects general understanding regarding the quality of the hotel,

which makes easier in booking decisions easier (A.n.o.n, 2024).

 Brand affiliation: As an independent hotel most of the guests prefer experiences over the

hotel, looking towards something unique and memorable, and that can meet these all

criteria. Also coming in competition in the market, and fulfilling guest’s preferences with

large business (A.n.o.n, 2021).

 Personalized insights: Online reviews totally impacts on customers especially in

hospitality sector. From Most useable platforms like TripAdvisor, and Google reviews

that conducts to manage online reviews. TripAdvisor reports that 93% of travellers read

reviews before booking hotels, and 53% wont, according to this reports we can analyse

that how significant role played by online review (A.n.o.n, 2024).

 Perception of authenticity: An authentic experience can make all the difference in

creating a unique and memorable guest experience, this can be found in hotels and

restaurants, also presenting differences from their competitors as well as managing

loyalty and bringing frequency in business. In addition, try to sustain service methods or

implement local flavors by being personalized (A.n.o.n, 2024).

 Risk management: It includes negative reviews that can be recorded by hotels such as

responding to negative online reviews suggesting that hotel management should give

each negative feedback correctly or find solutions. Following reliable platforms like
booking.com which is verified as well, reduces the risk of fake reviews and trust (A.n.o.n,

n.d.).
 4 Summary

The hospitality industry offers a massive range of accommodation services, from large-

scale to small-scale hotels. These scales are based on size, scale, ownership, and independent

ownership, franchises, chain hotels, and management. Grading systems, classification systems,

and online reviews that play critical roles in guest decision-making. As well as standard

evaluations, divided accommodations based on particular criteria, and reliable guest

insights, respectively. In addition, these things assist guests in informed choices, consistency,

and quality services, and drive improvement within the industry.

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