Lodging: Meeting Guest Needs

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Lodging: Meeting Guest Needs




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Presentations text content in Lodging: Meeting Guest Needs

Slide1

Lodging: Meeting Guest Needs

Chapter 9

Copyright © 2010 by John Wiley & Sons, Inc. All Rights Reserved

Slide2

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

Slide3

LODGING TODAY

The lodging industry is a huge segment, by any measure Over 49,500 propertiesOver 4.6 million guest roomsGenerates over $40.6 billion in revenuesSupports more than 7.5 million jobs

Slide4

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

Slide5

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

or

feature

Slide6

THE EVOLUTION OF LODGING

First developed in California in 1925, motels

(Motor Hotels) are a relatively recent

development

Holiday

Inn was the first well known chain of “motels” built in the US (1952

)

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)

Slide7

CRITERIA FOR CLASSIFYING HOTELS

Price (or service)FunctionLocationMarket segmentDistinctiveness of style or offerings

Slide8

HOTELS CLASSIFIED BY PRICE

Limited-service

hotels

Select-service

Full-service hotels

Luxury hotels

Slide9

CLASSIFYING HOTELS BY PRICELimited-Service Hotels

Usually

no public meeting space and limited food and beverage

Typical

ADR

is between

$80.00

and

$90.00 and the average number of rooms is 122

Examples include Holiday Inn Express, Comfort Inn,

Rodeway

Inn,

and Fairfield Inn

Slide10

CLASSIFYING HOTELS BY PRICESelect-Service Hotels

Relatively new addition to lodging; akin to addition of fast-causal restaurants in the food service sector

With 100 to 200 guest rooms, focus is on value and a cheaper alternative to full-service properties

Hot breakfast service and sometimes other food service is offered along with limited meeting space

Slide11

CLASSIFYING HOTELS BY PRICEFull-Service Hotels

Have

a wide range of facilities and services including public meeting space and choice of food and beverage

Typical

ADR

is over $

150.00

Business and leisure travelers represent 57.3 percent of room sales

Average size is 272 rooms

Slide12

CLASSIFYING HOTELS BY PRICELuxury Hotels

Have

a wide range of facilities and services offered in an upscale environment

including concierge and multiple dining options

Rooms number between 150 and 500

Higher ratio of employees to guest room

Typical

ADR

is over $

225.00

Industry leaders include Ritz-Carlton

, Four Seasons,

and Fairmont

Slide13

CLASSIFYING HOTELS BY FUNCTION

Convention hotels

Typically more than 500 rooms

Often located near convention centers

Commercial hotels

Smaller than convention hotels with 100 to 500 guest rooms

Typically in downtown locations

Slide14

CLASSIFYING HOTELS BY LOCATION

Downtown

hotels

Suburban

hotels

Typically have 200 to 350 guest rooms and interior corridors

Highway/interstate

hotels

100 to 250 guest rooms

Airport

hotels

250 to 550 guest rooms

Slide15

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

Slide16

CLASSIFYING HOTELS BY OFFERINGS

All-suite hotelsExtended stay hotelsHistoric conversionsBed and breakfast innsBoutique hotels

The beautifully restored boutique hotel, the Regent Wall Street

Slide17

PRINCIPAL CUSTOMER TYPES

Leisure or vacation travelers

Transient

business travelers ─ individual traveling alone

Business travelers attending

conferences

International travelers

SMERF

– social, military, educational,

religious,

and fraternal

Slide18

WHAT’S CHANGING?

Increasing competition (subject of Chapter 12)

In-room

technology

Unique hotels

Increased service levels

Blurring of segments

Slide19

WHAT’S CHANGING?

Increased business travel

Increased occupancy in city hotels

Rising room rates

Condo/time share conversions


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