HOMES AWAY FROM HOME:
THE HOSPITALITY INDUSTRY
CHAPTER 3
KEY OBJECTIVES:
Classify the kinds of lodging
•Define key terms used in the lodging
industry
•Explain the many factors that determine
the cost of lodging
•Describe how lodging is sold
•Explain how the food services industry
relates to hospitality
•
HOTELS
Defined: a structure that provides
sleeping accommodations to travelers and
that usually features dining facilities and
daily housekeeping services
•
3 IMPORTANT TYPES OF
HOTELS
Resorts
•
Business
•
All-suite
•
RESORT HOTELS
Cater primarily to leisure travelers
•Generally found in 4 environments
•
Beaches
•Ski areas
•Desert
•Theme parks
•
Usually have recreational facilities
•
•
Swimming, tennis, golf, dining
ALL-INCLUSIVE RESORT
Has one price that includes most or all of
the costs for staying there
•
•
Lodging, meals, activities
SPA
Facilities for
•
Massages
•Facials
•Fitness
•Healthy enthusiasts
•
SKI RESORT
Winter Sports
•
CASINO RESORT
Gaming Opportunities
•Legal Gambling
•
THEME RESORT
Strong Identity
•Often tied to some place
or theme
•
Dolly Wood
•Disney’s Magic Kingdom
•
BUSINESS HOTELS
Also called corporate hotels
•Target the business traveler
•Near business centers or
airports
•Have computers, phones, fax,
desks, copiers available
•Convention centers, meeting
hotels for large groups
•
ALL-SUITE HOTELS
Accommodations are suites
instead of conventional
rooms
•At least 2 rooms
•May have kitchen
•May be leisure or business
•Example: Embassy Suites
•
OTHER KINDS OF LODGING…
Motels
•
Motor Hotels or Motor Inns
•Inexpensive lodging-accessible
by car
•Few stories high
•Access guestrooms through
exterior doors to parking area
•Usually do not have full-service
dining
•Example: Holiday Inn
•
LIMITED-SERVICE LODGING
Simple rooms
•Continental breakfast only
•Limited-service
•Near fast-food outlets or
shopping centers
•Seldom have pools or
exercise areas
•
OTHER KINDS OF LODGING…
Extended Stay lodging:
resembles small apartmentskitchen, rents by week or month
•Condominiums (condos):
Apartment-like, owned by
individuals, owners pay fees for
upkeep, security etc
•
OTHER KINDS OF LODGING…
Timeshares: you own a certain
amount of the year, vacation
ownership time, not ownership
of the building
•Bed-and-Breakfast (B&B):
home-like, usually homes
converted to hotel, few
bedrooms, serve breakfast
•
OTHER KINDS OF LODGING…
Lodges: rural, nature
dominated (national park, river,
lake) May be fancy or very backwoods
•Campgrounds: recreational
areas, RV parking
•Hostels: dorm-like, often for
students with tight budget, low
cost in big city, bring your own
linens
•
OTHER KINDS OF LODGING…
Dude Ranch: American
West theme
•
Usually located in resort
area
•Horseback riding
•Cattle roundups, BBQ
•Cowboy activities
•
WHO OWNS LODGING
FACILITIES?
•
Parent Chain Corporations such as
•
Hyatt, Hilton, Marriott, Fairmont
(own it all)
•
Franchise Chains: companies that use a
trade name, pay a franchise fee, must adhere
to lodging standards set by chain, provided
advertising, accounting, mgt. contracts
•
Holiday Inn (not all units are owned by the parent
company)
•
WHO OWNS LODGING
FACILITIES?
Independents
•
No chain affiliations
•May be so big they don’t need
a chain id
•
Such as the Ritz in London or Bel
Air in Los Angeles
•
May be so small they can’t
afford a franchise and other
fees
•
BRANDS AND BRAND NAMES
Many different brands
•Names may represent value:
•
Four Seasons -upscale, pricey
•Motel 6 -basic, economy
•
Some offer wide range of prices and
accommodations
•Many companies have different brands
for different quality levels
•
STAR RATING
Usually the more
stars…the higher the
quality
•Usually the higher
the quality…the
higher the price
•
WHAT ROOMS COST
Based on
•
Quality of property (more luxurious, $$$)
•Facilities offered (health club, golf, pool)
•Service level (high staff-to-customer ratio)
•Prime market (business hotels cost more)
•Location (Better location, higher price)
•Season (cost more during peak season)
•
WHAT ROOMS COST
Casino: often cost less because they
want you to gamble
•When you book: First 100 rooms may
be at one rate and the next 100 may be
higher
•Famous Name Hotel: historical site
•Special Event: Super Bowl, Olympics,
Indy 500
•
WHAT ROOMS COST
•
Conference or convention
Sometimes cost less because the
organization books large blocks of
rooms
•
•
Day of the week:
Weekends may have better rates at
airports
•Resorts are higher for weekends
•
WHAT ROOMS COST
How long you stay
•How many people to the
room
•Are you a frequent-stay
using points
•How is your purchase
made: individual, group
rate, package vacation,
Internet
•
WHAT ROOMS COST
Whether the hotel or chain is offering a
special promotion
•Is the hotel a “Famous” hotel
•
HOW LODGING IS SOLD
50%
Direct to
the
Public
25% to
Tour
Operators
and Cruise
Lines
25% to
Travel
Agencies
Including
On-line
HOTEL BOOKING
•
•
•
By Phone
By Web site
By Fax
R
E
S
E
R
V
A
T
I
•
By e-mail
O
N
•
By regular mail
S
GUARANTEED RESERVATIONS
Usually made with credit
card, check or money order
•Represents a deposit for the
first night room cost
•Hold a room no matter
when the customer arrives
•
CONFIRMATION NUMBER
Given when you make
reservations
•You should get a
printed copy
•Write it downsometimes your
reservations is lost
•
CAREERS IN LODGING
Hotel Manager
•Reservationists
•Front-Desk Staff
•Food & Beverage Staff
•Concierges
•Maintenance
•Bell Captain
•Human Resources
•
CAREERS IN LODGING
Audio-Visual Coordinator
•Group/meetings
Coordinator
•Safety/Security Specialist
•Housekeeper
•Accountants/Auditors
•
HOTELS: THIS AND THAT
Make money from weddings,
anniversaries, meetings, etc.
•Make money from renting movies
•May have stationary with guests names
on it
•Have a major problem with International
travelers that cross the international date
line-day early or late
•
HOTELS: THIS AND THAT
All have rooms for physically challenged
•Non-Smoking rooms
•Rooms are usually ready to occupy by
4:00 p.m.
•May have free airport shuttle
•Large hotels offer 24-hr. room service
•Luxury Hotels have turndown service
(bedspreads removed from bed)
•
FOOD SERVICE
Vital part of Hospitality
•Sometimes the “reason” people travel
•Has many career opportunities
•8% of all jobs in America
•
TERMS FOR FOOD SERVICE
Food Service: industry that provides
dining and food to people, usually outside
their home (not supermarkets)
•Home delivery like Domino’s Pizza is part
of food service
•
CONCEPTS FOR FOOD SERVICE
Food service elements that address the
needs and expectations of the customer
•Based on:
•
Location: view/traffic
•Size of Facility: seats
•Hours of Operation
•Theme: memorabilia
•
TYPES OF FOOD SERVICES
Table Service: Usually
has a greater, a server
that takes your order
from a menu, then food
is delivered to table, then
you pay the server or
cashier
•
TYPES OF FOOD SERVICES
Banquet Table Service: either
everyone is served the same meal,
everyone has several choices, or guests
select from a menu and all guests are
served at about the same time
•
TYPES OF FOOD SERVICES
Cafeteria: Guests pick up a tray, select
food, pay per item, take food to table, eat
•
TYPES OF FOOD SERVICES
Buffet Service:
Much like cafeteria,
however there may
be just one or two
persons serving,
one price covers
everything
•
TYPES OF FOOD SERVICES
Room Service:
Guests order meals
from special in-room
menus, meals brought
to guestroom in about
30-45 minutes, usually
has a service charge
and tip added to bill
•
TYPES OF FOOD SERVICES
Fast Food
Service: Walk up
or drive up and
order food, pay,
take a tray or a
bag of food, eat
(Big Mac, Sonic)
•
TYPES OF FOOD SERVICES
Delivery Service:
Food is prepared
and then delivered,
usually to home,
often limited service
hotels rely on this
type of service
•
CAREERS IN FOOD SERVICE
Managers
•Accountant
•Busboy
•Chef
•Cook
•Bartender
•Cashier
•Waiter/Waitress
•Food and Beverage manager
•Kitchen Staff
•Pastry chef
•Purchaser
•
THIS AND THAT
Ownership of food outlets is
similar to lodging, many are
independently owned, part of a
chain, or franchised
•Food courts at malls, vending
machines and mini bars are
part of food service
•Menu planning is a large part
of food service
•
THIS AND THAT
The end…………….maybe
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