Chapter 2

Hotel Classifications
Front Office
Operations & Management
By Ahmed Ismail

Chapter 10
The World of
Lodging
Hospitality Services : Food &
Lodging
By: Johnny Sue Reynolds

Objective
After reading this chapter, you should understand:

How hotels are classified .

Describe the characteristics of full-service hotels,
limited-service properties, specialty
accommodations, and institutional housing.
List the three type of hotel ownership.
Hotel rating system.
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Introduction
The hotel pioneers discussed set the
groundwork for many of the designs,
services, and amenities considered
commonplace today.
Criteria for identifying hotels are based on:
size
location
product type

Hotel Sizes
The industry use the following to
determine a hotels size based on its
number of rooms.
Classification Number of Sleeping Rooms
Small
1 to 150
Medium 151 to 400
Large
401 to 1500
Mega
1501 and over
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 Management salaries increase as the

number of guest rooms increase.
A larger hotel will theoretically be
harder to manage (due to a larger
staff, more outlets, and a greater
amount of meeting space).

 Larger hotel sizes will also necessitate

a greater number of specialized
management positions.
A large-size hotel many have a front
office manager as well, but reporting
to him/her may be the following:
(assistant front office managers, front des
managers, valet manager, concierge manager, PBX
manager, bell captain, parking garage manager,
numerous supervisors, and so on).
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Types of Lodging Businesses

 Lodging businesses can be organized into four

categories based on level of service: full-service
hotels, limited-service properties, specialty
accommodations, and institutional housing.
Full-service hotels pride themselves on their
high level of service and usually charge the
highest prices.

Limited-service properties focus on charging

lower prices.
Providing fewer services.
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Specialty accommodations vary in their levels of service,

but
usually proved less than full-service hotels.
Some specially accommodations provide guest rooms with
private baths, telephones, and televisions.
Institutional housing is provided for people who live in
institutions, such as schools, universities, hospitals, prisons,
and
the military.
The names of the properties will include words such as hotel,
inn, motel, motor inn, lodge, resort and bed-and-breakfast.
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Full-Service Hotel
A full-service hotel is large and provides
many services.
First distinguish feature is architecture, two
or more stories and over 3,000 rooms.
Second distinguish feature level of service.
Services may included: luggage assistance, concierge
service, one or more restaurants, bars, lounges, room
service, meeting/banquet facilities, spa services, and
recreational facilities.
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 A concierge is a hotel staff member

who helps guest make arrangements,
such as dinner reservations. A concierge
also advises guests on what to do and
see in the area around the hotel.
Five subcategories of full-service hotels:
convention luxury condominium
resort
extended-stay
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Convention Hotels
Convention hotel is designed to
provide for the special needs of
conventions and trade shows.
A convention is a large meeting,
usually sponsored by a group for its
members. Number of people
attending 50 to 50,000.
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 Trade show is an exhibit during which

people who have goods and services to
sell show their goods and services.
Exhibit hall is the place where trade
shows are held. Must be quite large.
Convention hotels are often located near
a convention center. A convention
center is locally funded, or privately
owned structure that caters to large
meetings, conventions and trade shows.
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McCormick Place in Chicago

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Luxury Hotels
Luxury hotel provides the highest
level of amenities, service, room
furnishings, public spaces, and
technology.
Provide more services, more personal
attention to guests, and more
elegance than a typical full-service
hotel.
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Resort Hotels
Resort hotel caters to the vacationer or
leisure traveler.
A resort is a place that provides
entertainment, recreation, and
relaxation for vacationers.
Located near seashores, mountains,
and hot springs.
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17

Extended Stay Hotels

Guests who stay for 5 to 29 days are
called extended stay guests. Longstay guests stay for 30 days or more.
Normally these are business people.
The major characteristic of these
hotels is that they provide kitchen
facilities and more than one room for
each accommodation.
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A suite is a hotel accommodation

that consists of more than one room.

All suite hotels were developed to

provide more space at a lower cost.

A suite in these hotels is usually tow

hotel rooms joined together. These
suites combine living space with
kitchen facilities.

Extended-&-long stay suites provide

a full kitchen with dishes and
utensils. Some have grocery
shopping service for guests.

Residential hotels cater to long-stay

guests.

The dcor is usually more like a

home with a kitchen, living area, and
bedroom

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Condominium Hotels

New Condo Hotel Apartments at Manor

Park Resort in Hua Hin, Thailand

They offer many

amenities. They have
multi-room apartments
with full kitchens.
Usually individually
owned.
Property operated by a
management company.
Many new, upscale
hotels are being build
with condos above
them. The owners can
use the hotels
amenities (room
service, housekeeping).
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Park Hyatt in Chicago

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Two type of condo ownership:

1. Individual owner.
2. Time-share ownership.
A time share owner own the right to
use the
unit for a specific time of the year.

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Limited-Service Properties
Limited service property is smaller,
provides fewer services, and is less
expensive than a full-service hotel.
A motel is distinguished from a hotel
by it architecture and level of service.
Parking is close to the rooms. Rooms
are entered from the outside and
minimal services.
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 Motels offer a room with a bed,

t.v.,phone, private bath, and daily
housekeeping.
Many motels have begun to offer
pools, continental breakfast.
Continental breakfast consists of
breakfast foods that do not need to be
cooked.
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Inns refer to smaller

hotels.
Offer fewer
amenities.

Limited service
properties are
organized into two
categories:
limited service
hotels
budget hotels

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Limited-Service
Hotels
Limited Service Hotels offer
a medium level of service and
a midrange price.
Typically have 3 or 4 stories.
Has the word Inn in the name,
and offers more services than
a motel but fewer than a hotel.
No restaurant or bell
attendant.
Ex.: LaQuinta Inns, Hampton
Inns, Fairfield Inns

Budget Hotels

Budget hotels have the

lowest rate and least
amount of service.
Focus on comfortable,
clean place to sleep at the
lowest rate.

Motel 6 was the first of its

kind with room for $6 a
night in the 1960s.

Ex.: Microtel is a newer

property of this kind.

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Specialty Accommodations
Conference centerlodging facility, 60% of occupancy is
generated by conference.
Lodgesrooms and housekeeping for guest to participate in
recreational activities.
Bed & Breakfastprivate home offering one or more guest
rooms.
Hostelsan inexpensive place to stay rooms, kitchen, and
bath are shared. No linen or toiletries.
Campgroundslocated in natural environment.
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Institutional Housing

Dorms
Hospitals
Prisons
Senior housing

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Ownership & Management

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Classified by the types of ownership:

independent, chains, franchises
Independent lodging property is a
single-unit business not connected
with any other business. Usually one
owner.
The owner could be a single person, a
partnership, or a corporation.
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Hotel Chains
Chains are multiple-unit businesses
that have the same brand name and
the same
ownership.
A franchise is a unit of a chain that has
been purchased by an outside owner.
The outside owner runts the franchise in
the way required by the chain owner.
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 Advantages of chains in brand name.

The chain owner also work to develop
brand loyalty. One way is through
frequent guest programs.
Ex.: Whenever you stay at a unit of
the chain, you earn points. Like
health club privileges or free nights
stay.
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 Central Reservation Center is one

office that handles the reservations
for all the units in the chain.
A guest can call one toll free number
to reserve a room at any hotel in the
chain anywhere in the country or the
world.
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Hotel Management
Hotel Management is the day to
day running of the hotel. Hotel
management is often called hotel
operation.
One person (or company) can own
the hotel, and another person (or
company) can manage it.
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 As far as customers are concerned,

they identify the owner with the
brand name on the hotel.

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Hotel Location
Classifications
Hotel location types are classified
by physical positioning in relation to
the customers in the area and to
their tangible locale.
Hotel types/location:
Downtown
Airport

Resorts

Highway

Suburban
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Downtow
n
Apply to hotels located
in dense urban areas.
Traditionally they are
located in the center of
a citys business
district, near offices an
retail stores and close to
entertainment center.

Hotel Americas Houston, Texas

Located next to the George R. Brown Convention Center (GRB)

Many are full service.

Usually attract business
travelers during the
week and leisure
travelers on the
weekends.

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Suburban

Suburban hotels
developed because
businesses moved to the
suburbs.

Accommodations were
needed for business
meetings, conventions,
and individual business
travelers and social
events.

La Quinta Hotel Kingwood, Texas

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Highway
As the highway
system developed,
the demand for
lodging along the
highways
developed. Most
accommodations
along with
highways are
limited-service
hotels and budget
hotels.
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Airport
This is the easiest one to identify.
The airport is the special attraction.
Commonly provided complimentary shuttle service to
and from the airport to make it easy for the traveler.
Hours for the restaurants, lounges, and other facilities
may be longer to accommodate travelers.
Multilingual staff a common to assist international
travelers.
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Gateway cities are traditionally those located in an area

that make them the first practical stop for an international
flight coming into a country.

In the USA, Seattle, San Francisco, & LA are gateways for

Asia and the far East.

NY, Boston, & Washington are gateways to Europe and

beyond.

Miami is gateway to South America.

Improvements in airplane technology are allowing for

longer direct flights from cities not commonly considered
gateways (Chicago, Minneapolis & Atlanta) are good
examples.
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Resort

Resort can be located near some

sort of special attraction that
attracts guests for a reason other
than the hotel itself. An ocean,
natural wonder, mountain,
amusement park, or golf course
can be that attraction.

Hotel that create their own

special attraction can also be
considered resorts. Health spas,
private gold and/or tennis
facilities, expansive poor areas,
and other unique signature
attractions created by the hotel
itself allow for the resort location
classification.

Half Moon Bay Resort in Montego Bay

Jamaica

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Service Level
A hotels service level is measured by the amount
of actual and perceived consideration a guest can
reasonably expect to receive.
A consumer perceives a value in receiving quality
service.
In the hotel industry, the differences in service
levels is often (but not always) tied to incremental
increases in cost.

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Full-service hotels, by definition, provide their guest with

services, amenities and facilities that they want or need to
complete a total hotel experience.
Service include but not limited to:
restaurant(s)
meeting space
health club/rec. facility

room service
business center
bell staff

Limited service hotels typically do not offer the above

services. The most notable differences are lack of food or
beverage outlets and no meeting space.

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Target Market
A target market is the market
segment the lodging business
focuses on.
Market Segments:
business convention/meeting

long-stay

leisure

special

budget

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Independent Hotel
Ratings
A star system is primarily used to denote the
level of quality and service, with one star being
the lowest and five stars being the highest level.
International travelers can be reasonably
confident about what to expect by using these
stars as a guide.
The criteria by which each hotel is judged may
vary from country to country.

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 In the United States, the government

does not play any role in classifying
hotel. This is left up to independent
organizations.
Magazines, associations and other
special interest groups issue ratings
based on their won criteria.
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Lodging & Food Service

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 Food & beverage is an essential part of

the lodgings service in the lodging
properties.
Many have restaurant (casual & fine
dining), snack shops, room service, and
cocktail lounges.
Limited service properties often offer a
continental breakfast and coffee in the
lobby.
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 A room rate that includes meals is

called a meal plan.
Types of meal plan:
Full American3 meals a day
Modified American2 meals (breakfast & dinner)
Continental breakfast that does not have to be
cooked
Europeanno meals

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Lodging Concepts

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 Lodging concept is the whole idea

of the lodging property or chain. This
includes the theme, target market,
dcor, ambiance, and level of
service.
Ex.: End of the Line Vacation Station
in Lake Geneva, Wisconsin, guests
can spend the night in an old
caboose or in a Pullman-car suite.
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