1

 

Chapter 2Hotel Classifcations

Front Oce

Operations & Management

By Ahmed Ismail

1

Hospitality Serices ! Food &"odging

By! #ohnny S$e %eynolds

Chapter 1 'he (orld o)

"odging

 

2

O*+ectie

After reading this chapter, you should understand:

Ho, hotels are classifed -

.escri*e the characteristics o) )$ll/serice hotels0limited/serice properties0 specialtyaccommodations0 and instit$tional ho$sing-

"ist the three type o) hotel o,nership-

Hotel rating system-

2

 

Introd$ction

•  'he hotel pioneers disc$ssed set thegro$nd,or )or many o) the designs0serices0 and amenities consideredcommonplace today-

• Criteria )or identi)ying hotels are *ased on!

si3e location prod$ct type

 

4

Hotel Si3es

•  'he ind$stry $se the )ollo,ing todetermine a hotel5s si3e *ased on itsn$m*er o) rooms-

Classication Number of Sleeping Rooms

Small 1 to 16

Medi$m 161 to 4

"arge 41 to 16

Mega 161 and oer

4

 

6

• Management salaries increase as then$m*er o) g$est rooms increase-

• A larger hotel ,ill theoretically *eharder to manage 7d$e to a largersta80 more o$tlets0 and a greateramo$nt o) meeting space9-

6

 

:

• "arger hotel si3es ,ill also necessitatea greater n$m*er o) speciali3edmanagement positions-

• A large/si3e hotel many hae a )rontoce manager as ,ell0 *$t reportingto him;her may *e the )ollo,ing!7assistant )ront oce managers0 )ront desmanagers0 alet manager0 concierge manager0 <B=manager0 *ell captain0 paring garage manager0n$mero$s s$perisors0 and so on9-

:

 

 'ypes o) "odging B$sinesses

>

 

• "odging *$sinesses can *e organi3ed into )o$rcategories *ased on leel o) serice! )$ll/sericehotels0 limited/serice properties0 specialtyaccommodations0 and instit$tional ho$sing-

• Full-service hotels pride themseles on theirhigh leel o) serice and $s$ally charge thehighest prices-

• Limited-service properties )oc$s on charginglo,er prices-

<roiding )e,er serices-

?

 

Specialty accommodations ary in their leels o) serice0*$t

$s$ally proed less than )$ll/serice hotels-

Some specially accommodations proide g$est rooms ,ith

priate *aths0 telephones0 and teleisions-

Institutional housing is proided )or people ,ho lie in

instit$tions0 s$ch as schools0 $niersities0 hospitals0 prisons0and

the military-

 'he names o) the properties ,ill incl$de ,ords s$ch as hotel0

inn0 motel0 motor inn0 lodge0 resort and *ed/and/*rea)ast-

@

 

F$ll/Serice Hotel• A )$ll/serice hotel is large and proides

many serices-

 

• First disting$ish )eat$re is architect$re0 t,oor more stories and oer 0 rooms-

• Second disting$ish )eat$re leel o) serice-Serices may incl$ded! l$ggage assistance0 concierge

serice0 one or more resta$rants0 *ars0 lo$nges0 roomserice0 meeting;*an$et )acilities0 spa serices0 andrecreational )acilities-

1

 

• A concierge is a hotel sta8 mem*er,ho helps g$est mae arrangements0s$ch as dinner reserations- A conciergealso adises g$ests on ,hat to do andsee in the area aro$nd the hotel-

• Fie s$*categories o) )$ll/serice hotels!

conention l$$ry condomini$mresort

etended/stay

11

 

Conention Hotels

• Convention hotel is designed toproide )or the special needs o)conentions and trade sho,s-

• A conention is a large meeting0$s$ally sponsored *y a gro$p )or itsmem*ers- $m*er o) peopleattending 6 to 60-

12

 

• Trade sho is an ehi*it d$ring ,hichpeople ,ho hae goods and serices tosell sho, their goods and serices-

• !"hibit hall is the place ,here tradesho,s are held- M$st *e $ite large-

• Conention hotels are o)ten located neara conention center- A conventioncenter is locally )$nded0 or priatelyo,ned str$ct$re that caters to largemeetings0 conentions and trade sho,s-

1

 

McCormic <lace in Chicago

14

 

"$$ry Hotels

• #u"ury hotel proides the highestleel o) amenities0 serice0 room)$rnishings0 p$*lic spaces0 andtechnology-

• <roide more serices0 more personalattention to g$ests0 and moreelegance than a typical )$ll/sericehotel-

16

 

%esort Hotels

• %esort hotel caters to the acationer orleis$re traeler-

• A resort is a place that proidesentertainment0 recreation0 andrelaation )or acationers-

• "ocated near seashores0 mo$ntains0and hot springs-

1:

 

1>

 

Dtended Stay Hotels

• E$ests ,ho stay )or 6 to 2@ days arecalled etended stay g$ests- "ong/stay g$ests stay )or days or more-ormally these are *$siness people-

•  'he ma+or characteristic o) thesehotels is that they proide itchen)acilities and more than one room )oreach accommodation-

1?

 

• A suite is a hotel accommodationthat consists o) more than one room-

•  All s$ite hotels ,ere deeloped toproide more space at a lo,er cost-

• A s$ite in these hotels is $s$ally to,hotel rooms +oined together- 'heses$ites com*ine liing space ,ithitchen )acilities-

• Dtended/&/long stay s$ites proidea )$ll itchen ,ith dishes and$tensils- Some hae groceryshopping serice )or g$ests-

• %esidential hotels cater to long/stayg$ests-

•  'he dcor is $s$ally more lie ahome ,ith a itchen0 liing area0 and*edroom

1@

 

Condomini$m Hotels

• Ne Condo $otel Apartments at %anor&ar' Resort in $ua $in, Thailand 

•  'hey o8er manyamenities- 'hey haem$lti/room apartments,ith )$ll itchens-

• Gs$ally indiid$allyo,ned-

• <roperty operated *y amanagement company-

• Many ne,0 $pscalehotels are *eing *$ild,ith condos a*oethem- 'he o,ners can$se the hotelsamenities 7roomserice0 ho$seeeping9-

2

 

Park Hyatt in Chicago

21

 

 ',o type o) condo o,nership!

1- Indiid$al o,ner-

2- 'ime/share o,nership-

A time share o,ner o,n the right to$se the

$nit )or a specifc time o) the year-

22

 

"imited/Serice <roperties

• #imited service property is smaller0proides )e,er serices0 and is lessepensie than a )$ll/serice hotel-

• A motel is disting$ished )rom a hotel*y it architect$re and leel o) serice-<aring is close to the rooms- %oomsare entered )rom the o$tside andminimal serices-

2

 

• Motels o8er a room ,ith a *ed0t--0phone0 priate *ath0 and dailyho$seeeping-

• Many motels hae *eg$n to o8erpools0 continental *rea)ast-

• Continental brea'fast consists o)*rea)ast )oods that do not need to *ecooed-

24

 

Inns re)er to smallerhotels-

O8er )e,eramenities-

"imited sericeproperties areorgani3ed into t,ocategories!

limited sericehotels

  *$dget hotels

26

 

#imited(Service$otels

#imited Service $otels o8er

a medi$m leel o) serice and

a midrange price-

 'ypically hae or 4 stories-

Has the ,ord Inn in the name0

and o8ers more serices than

a motel *$t )e,er than a hotel-

o resta$rant or *ellattendant-

D-! "a$inta Inns0 HamptonInns0 Fairfeld Inns

)udget $otels

• )udget hotels hae thelo,est rate and leastamo$nt o) serice-

• Foc$s on com)orta*le0clean place to sleep at thelo,est rate-

• Motel : ,as the frst o) it5sind ,ith room )or : anight in the 1@:s-

• D-! Microtel is a ne,erproperty o) this ind-

2:

 

Specialty Accommodations

• Con)erence centerJlodging )acility0 :K o) occ$pancy isgenerated *y con)erence-

• "odgesJrooms and ho$seeeping )or g$est to participate inrecreational actiities-

• Bed & Brea)astJpriate home o8ering one or more g$estrooms-

• HostelsJan inepensie place to stay rooms0 itchen0 and*ath are shared- o linen or toiletries-

• Campgro$ndsJlocated in nat$ral enironment-

2>

 

Instit$tional Ho$sing

• .orms

• Hospitals

• <risons

• Senior ho$sing

2?

 

O,nership & Management

2@

 

Classifed *y the types o) o,nership!

independent0 chains0 )ranchises

Independent lodging property is asingle/$nit *$siness not connected,ith any other *$siness- Gs$ally oneo,ner-

 'he o,ner co$ld *e a single person0 apartnership0 or a corporation-

 

Hotel Chains

• Chains are m$ltiple/$nit *$sinessesthat hae the same *rand name andthe same

o,nership-

• A franchise is a $nit o) a chain that has*een p$rchased *y an o$tside o,ner- 'he o$tside o,ner r$nts the )ranchise inthe ,ay re$ired *y the chain o,ner-

1

 

• Adantages o) chains in *rand name-

•  'he chain o,ner also ,or to deelop*rand loyalty- One ,ay is thro$gh)re$ent g$est programs-

• D-! (heneer yo$ stay at a $nit o)the chain0 yo$ earn points- "iehealth cl$* priileges or )ree nightsstay-

2

 

• Central %eseration Center is oneoce that handles the reserations)or all the $nits in the chain-

• A g$est can call one toll )ree n$m*erto resere a room at any hotel in thechain any,here in the co$ntry or the,orld-

 

Hotel Management

• $otel %anagement is the day today r$nning o) the hotel- Hotelmanagement is o)ten called hoteloperation-

• One person 7or company9 can o,nthe hotel0 and another person 7orcompany9 can manage it-

4

 

• As )ar as c$stomers are concerned0they identi)y the o,ner ,ith the*rand name on the hotel-

6

 

:

Hotel "ocationClassifcations

• Hotel location types are classifed*y physical positioning in relation tothe c$stomers in the area and totheir tangi*le locale-

• Hotel types;location!

.o,nto,n %esorts High,ay

Airport S$*$r*an

:

 

>

n

Hotel Americas Ho$ston0 'easHotel Americas Ho$ston0 'eas

"ocated net to the Eeorge %- Bro,n Conention Center 7E%B9"ocated net to the Eeorge %- Bro,n Conention Center 7E%B9

Apply to hotels locatedin dense $r*an areas-

 'raditionally they arelocated in the center o)a city5s *$sinessdistrict0 near oces anretail stores and close toentertainment center-

Many are )$ll serice-Gs$ally attract *$sinesstraelers d$ring the,ee and leis$retraelers on the,eeends-

>

 

?

Suburban

• S$*$r*an hotelsdeeloped *eca$se*$sinesses moed to thes$*$r*s-

• Accommodations ,ereneeded )or *$sinessmeetings0 conentions0and indiid$al *$sinesstraelers and socialeents-

"a $inta Hotel Ling,ood0 'eas"a $inta Hotel Ling,ood0 'eas

?

 

$ighay

As the high,aysystem deeloped0

the demand )orlodging along the

high,aysdeeloped- Mostaccommodations

along ,ithhigh,ays are

limited/sericehotels and *$dget

hotels-

@

 

4

Airport

•  'his is the easiest one to identi)y-

•  'he airport is the special attraction-

• Commonly proided complimentary sh$ttle serice toand )rom the airport to mae it easy )or the traeler-Ho$rs )or the resta$rants0 lo$nges0 and other )acilitiesmay *e longer to accommodate traelers-

• M$ltiling$al sta8 a common to assist internationaltraelers-

4

 

41

• +ateay cities are traditionally those located in an areathat mae them the frst practical stop )or an internationalight coming into a co$ntry-

 

• In the GSA0 Seattle0 San Francisco0 & "A are gate,ays )orAsia and the )ar Dast-

• N0 Boston0 & (ashington are gate,ays to D$rope and*eyond-

• Miami is gate,ay to So$th America-

• Improements in airplane technology are allo,ing )orlonger direct ights )rom cities not commonly consideredgate,ays 7Chicago0 Minneapolis & Atlanta9 are goodeamples-

41

 

42

%esort

• %esort can *e located near somesort o) special attraction thatattracts g$ests )or a reason otherthan the hotel itsel)- An ocean0nat$ral ,onder0 mo$ntain0am$sement par0 or gol) co$rsecan *e that attraction-

• Hotel that create their o,nspecial attraction can also *econsidered resorts- Health spas0priate gold and;or tennis)acilities0 epansie poor areas0and other $ni$e signatureattractions created *y the hotelitsel) allo, )or the resort locationclassifcation-

Half Moon Bay Resort in Montego BayHalf Moon Bay Resort in Montego Bay

JamaicaJamaica

42

 

4

Serice "eel

• A hotel5s serice leel is meas$red *y the amo$nto) act$al and perceied consideration a g$est canreasona*ly epect to receie-

• A cons$mer perceies a al$e in receiing $alityserice-

• In the hotel ind$stry0 the di8erences in sericeleels is o)ten 7*$t not al,ays9 tied to incrementalincreases in cost-

4

 

44

ull(service hotels0 *y defnition0 proide their g$est ,ithserices0 amenities and )acilities that they ,ant or need tocomplete a total hotel eperience-

Serice incl$de *$t not limited to!

resta$rant7s9 room serice

meeting space *$siness center

health cl$*;rec- )acility *ell sta8  

#imited service hotels typically do not o8er the a*oeserices- 'he most nota*le di8erences are lac o) )ood or*eerage o$tlets and no meeting space-

44

 

46

 'arget Maret

• A target mar'et is the maretsegment the lodging *$siness)oc$ses on-

• Maret Segments!

*$siness conention;meeting long/stay

leis$re *$dget special

46

 

4:

Independent $otelRatings

• A star system is primarily $sed to denote theleel o) $ality and serice0 ,ith one star *eingthe lo,est and fe stars *eing the highest leel-

• International traelers can *e reasona*lyconfdent a*o$t ,hat to epect *y $sing thesestars as a g$ide-

•  'he criteria *y ,hich each hotel is +$dged mayary )rom co$ntry to co$ntry-

4:

 

4>

• In the Gnited States0 the goernmentdoes not play any role in classi)yinghotel- 'his is le)t $p to independentorgani3ations-

• Maga3ines0 associations and otherspecial interest gro$ps iss$e ratings*ased on their ,on criteria-

4>

 

"odging & Food Serice

4?

 

• Food & *eerage is an essential part o)the lodging5s serice in the lodgingproperties-

• Many hae resta$rant 7cas$al & fnedining90 snac shops0 room serice0 andcoctail lo$nges-

• "imited serice properties o)ten o8er acontinental *rea)ast and co8ee in thelo**y-

4@

 

• A room rate that incl$des meals iscalled a meal plan-

•  'ypes o) meal plan!

F$ll AmericanJ meals a day

Modifed AmericanJ2 meals 7*rea)ast & dinner9

Continental J*rea)ast that does not hae to *ecooed

D$ropeanJno meals

6

 

"odging Concepts

61

 

• #odging concept is the ,hole ideao) the lodging property or chain- 'hisincl$des the theme0 target maret0dcor0 am*iance0 and leel o)serice-

• D-! Dnd o) the "ine acation Stationin "ae Eenea0 (isconsin0 g$estscan spend the night in an oldca*oose or in a <$llman/car s$ite-

62