Lodging:%20Meeting%20Guest%20Needs

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Chapter 9

• Lodging Meeting Guest Needs

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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

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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

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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

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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

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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)

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CRITERIA FOR CLASSIFYING HOTELS

• Price (or service)
• Function
• Location
• Market segment
• Distinctiveness of style or offerings

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HOTELS CLASSIFIED BY PRICE

• Limited-service hotels
• Full-service hotels
• Luxury hotels

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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

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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

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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)

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Marriott Hotel Features

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

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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

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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

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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

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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

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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

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CLASSIFYING HOTELS BY LOCATION

• Downtown hotels
• Suburban hotels
• Highway/interstate hotels
• Airport hotels

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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)

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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

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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

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WHATS CHANGING?

• Increasing competition (subject of Chapter 12)
• In room technology
• Unique hotels
• Increased service levels
• Blurring of segments

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WHATS CHANGING?

• Increased business travel
• Increased occupancy in city hotels
• Rising room rates
• Condo/time share conversions