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Chapter 9. Lodging: Meeting Guest Needs. LODGING. The lodging industry has been in existence ever since the first traveler looked for a place to spend the night (thousands of years ago)

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chapter 9

Chapter 9

Lodging: Meeting Guest Needs

lodging
LODGING
  • The lodging industry has been in existence ever since the first traveler looked for a place to spend the night (thousands of years ago)
  • Over the years, these facilities have (evolved) and have been known as hotels, motels, inns, taverns, ordinaries, etc.
  • We use the term “lodging” to characterize the overall category of facilities
lodging today
LODGING TODAY
  • The lodging industry is a huge industry, by any measure Consider:
  • Over 47,000 properties
  • Over 4 million guest rooms
  • Generates over $100 billion in revenues
  • Supports almost 8 million jobs
the evolution of lodging
THE EVOLUTION OF LODGING
  • Structures built specifically for overnight accommodation have been around for thousands of years dating back to Mesopotamia which was a center for commerce
  • Hotels in the US date back to the late 1700s and the early 1800s including hotels in Boston, New York, Chicago and Philadelphia
  • Important features of early hotels included location and accessibility to transportation
the evolution of lodging1
THE EVOLUTION OF LODGING
  • “Grand” hotels were later built in resort areas, city centers and along transportation routes – Waldorf Astoria, Palmer House, Tremont Hotel
  • The Tremont (in Boston) was the first to offer guests their own room!
  • Other “Grand” hotels were built in the 1800s and early 1900s each offering a new amenity of feature
the evolution of lodging2
THE EVOLUTION OF LODGING
  • Motels (Motor Hotels) are a relatively recent development. They developed along with the highway system beginning in 1925 in California
  • Holiday Inn was the first well known chain of “motels” built in the US (1952) and started in Memphis
  • Holiday Inn was started by Kemmons Wilson after a family vacation
  • There have since developed many different types of lodging facilities focusing on different customer needs (example: guest suites)
criteria for classifying hotels
CRITERIA FOR CLASSIFYING HOTELS
  • Price (or service)
  • Function
  • Location
  • Market segment
  • Distinctiveness of style or offerings
hotels classified by price
HOTELS CLASSIFIED BY PRICE
  • Limited-service hotels
  • Full-service hotels
  • Luxury hotels
classifying hotels by price
CLASSIFYING HOTELS BY PRICE
  • Limited service hotels
  • Usually no public meeting space and limited food and beverage
  • ADR is between $60.00 and $70.00
  • Examples include Holiday Inn Express, Comfort Inn, Rodeway Inn and Fairfield Inn
holiday inn express amenities
Holiday Inn Express Amenities

• Cable television and movie channel• Children 19 and under stay free in parents’ room+• In-room data ports• In-room microwave (available at many locations)• Smoking and non-smoking rooms available• Swimming Pools (available at many locations)• Fitness Centers (available at many locations)• Fax and photocopying services available• Forget Something?® personal care amenities program• Same-day laundry and dry-cleaning service on weekdays (available at many locations)

From the Holiday Inn Express web site

classifying hotels by price1
CLASSIFYING HOTELS BY PRICE
  • Full service hotels
  • Have a wide range of facilities and services including public meeting space and choice of food and beverage
  • ADR is over $100.00
  • Sheraton, Hilton, Marriott (Marriott has 16 “brands”)
marriott hotel features
Marriott Hotel Features

- Fully equipped fitness centers  -  Gift shops  -  Swimming pools  -  Concierge levels  -  Business centers  -  Meeting facilities  -  High-speed Internet access

marriott hotel in room features
Marriott Hotel In-room Features
  • Multifeatured phones with data ports & voice mail
  • Lightweight desk on casters
  • Ergonomic chair
  • Bright, even light from no-glare lamps
  • Electrical outlets at the base of the lamps
  • Personal-care products, hair dryers, irons & ironing boards

From the Marriott web site

classifying hotels by price2
CLASSIFYING HOTELS BY PRICE
  • Luxury hotels
  • Have a wide range of facilities and services offered in an upscale environment
  • ADR is over $250.00
  • Ritz-Carlton, Four Seasons, Fairmont
ritz in room features
Ritz In-room Features
  • Richly appointed décor reminiscent of typical New Orleans Garden District  mansions
  • 10-foot ceilings and floor-to-ceiling windows
  • Luxurious, 100% cotton, 400 thread-count sheets
  • Feather beds and duvet covers
  • Goose down and non-allergic foam pillows
  • Italian marble baths
  • Kohler oversized rainforest showerheads
  • Exclusive Bulgari White Tea bath amenities
  • Lighted makeup mirror, hair dryer and scale
  • Generously-sized terry bath towels
ritz in room features continued
Ritz In-room Features (continued)
  • Plush terry or lightweight bathrobe
  • Multi-line telephones with hold button
  • AM/FM clock radio with alarm (some with CD player)
  • Fully stocked mini refreshment bar (not featured on Club Level)
  • Suit, skirt and padded hangers
  • Sewing kit
  • 24-hour room service
  • Twice-daily housekeeping service
  • Complimentary overnight shoeshine service
  • Overnight laundry service
  • Evening turndown service

From the Ritz web site

classifying hotels by function
CLASSIFYING HOTELS BY FUNCTION

Convention hotels

  • Large hotels that can accommodate conferences and conventions. They are sometimes attached to convention centers. They have extensive facilities

Commercial hotels

  • Smaller with less public space. They cater to business travelers and are found in city centers
classifying hotels by location
CLASSIFYING HOTELS BY LOCATION
  • Downtown hotels
  • Suburban hotels
  • Highway/interstate hotels
  • Airport hotels
classifying hotels by offerings
CLASSIFYING HOTELS BY OFFERINGS
  • All-suite hotels (Embassy Suites)
  • Extended stay hotels (TownePlace Suites)
  • Historic conversions (Morgans, Bedford)
  • Bed and breakfast inns (Three Chimneys)
  • Boutique hotels (W)
hotels classified by market segment
HOTELS CLASSIFIED BY MARKET SEGMENT

Where different types of hotels have been built to respond to specific traveler needs.

  • Executive conference centers
  • Resorts
  • Casino hotels
  • Health spas
  • Vacation ownership
principal customer types
PRINCIPAL CUSTOMER TYPES
  • Transient business travelers ─ individual traveling alone
  • Business travelers attending conferences
  • Vacationers
  • Travelers for other reasons
  • SMERF – social, military, educational, religious and fraternal
what s changing
WHAT’S CHANGING?
  • Increasing competition (subject of Chapter 12)
  • In room technology
  • Unique hotels
  • Increased service levels
  • Blurring of segments
what s changing1
WHAT’S CHANGING?
  • Increased business travel
  • Increased occupancy in city hotels
  • Rising room rates
  • Condo/time share conversions
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