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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)
Chapter 9

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Chapter 9Slide 1

Chapter 9

Lodging: Meeting Guest Needs

LodgingSlide 2

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 todaySlide 3

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 lodgingSlide 4

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 lodging1Slide 5

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 lodging2Slide 6

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 hotelsSlide 7

CRITERIA FOR CLASSIFYING HOTELS

  • Price (or service)

  • Function

  • Location

  • Market segment

  • Distinctiveness of style or offerings

Hotels classified by priceSlide 8

HOTELS CLASSIFIED BY PRICE

  • Limited-service hotels

  • Full-service hotels

  • Luxury hotels

Classifying hotels by priceSlide 9

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 amenitiesSlide 10

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 price1Slide 11

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 featuresSlide 12

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 featuresSlide 13

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 price2Slide 14

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 featuresSlide 15

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 continuedSlide 16

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 functionSlide 17

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 locationSlide 18

CLASSIFYING HOTELS BY LOCATION

  • Downtown hotels

  • Suburban hotels

  • Highway/interstate hotels

  • Airport hotels

Classifying hotels by offeringsSlide 19

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 segmentSlide 20

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 typesSlide 21

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 changingSlide 22

WHAT’S CHANGING?

  • Increasing competition (subject of Chapter 12)

  • In room technology

  • Unique hotels

  • Increased service levels

  • Blurring of segments

What s changing1Slide 23

WHAT’S CHANGING?

  • Increased business travel

  • Increased occupancy in city hotels

  • Rising room rates

  • Condo/time share conversions


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