BASICS of Hospitality Lecture 2
Type of issue Challenges Operating Labor shortages Cost containment Increased competition Marketing Market segmentation and overlapping brands Increased guest sophistication and amenities Technological Interactive reservation systems Guest-room innovations Data mining Yield managment Economic Dependens on the nation’s economy Globalization Terrorism and safety
Midscale hotels • Midscale full-service hotels – lodging properties offering 3 meals daily, a lounge, pool, and limited meeting and banquet spaces. Major hotel brands include: Six continents’ Holiday Inns, Ramada Inn brands.
Upscale hotels • Upscale full service hotels – lodging properties offering the amenities of midscale hotels and additional services, such as a gift shop, concierge, exercise facility, high-speed Internet access and numerous guest services. • These properties are generally located in larger cities, adjacent to casinos or near large tourist destinations. • Major hotel brands include: Hyatt Hotels, Sheraton, Hilton, Radisson, Westin, and full-service Marriott properties.
Luxury hotels Luxury full-service hotels – lodging properties offering amenities of upscale fullservice hotels and numerous additional features that appeal to discriminating clientele who desire the very best and who are willing to pay premium prices for it.
Luxury hotels • • • • The Luxury full-service hotel will offer all the amenities found at the best upscale properties and additional features that may include the following: 24 -hour concierge services Extensive in-room amenities, including monogrammed terrycloth bath-robes and other products for complimentary use in the rooms Personalized shopping service to replace lost or forgotten travel necessities , such as clothing, luggage, or personal care items. Complimentary towels and drinks at poolside or on the beach Personal chefs available to prepare guests- selected ( rather than propertyselected) menu items Private and confidential check-in services In-suite offices complete with in-room fax and 24 -hour clerical personnel Complimentary child-care services Outstanding gourmet restaurants Complimentary international newspapers 24 -hour laundry and tailoring services Twice daily housekeeping services Complimentary use of luxuary autos with unlimited mileage
Challenges confronting fullservice hotels • Increased competition from limitedservice hotels • Increased costs required to operate onsite food services • Rising construction costs • Difficulties in developing a unified Internet marketing strategy
Learn from the internet • • • Midscale Full-service hotel Holiday Inns: www. holidayinn. com Upscale Full-Service Hotel Hyatt Hotels: www. hyatt. com Luxury Full-Service Hotel Four Seasons Hotels: www. fourseasons. com
Limited-service hotels are a unique lodging segment • Limited-service hotel – a lodging property that offers very limited food serviced or none at all; sometimes a complimentary breakfast is served, but there is no tableservice restaurant.
Budget (Economy) Limited-Service Hotels • Budget (Economy) Limited-Service Hotels – hotels within the limited service segment that offer lowpriced guest rooms and few, if any, amenities other than a complimentary continental breakfast or coffee service.
Midpriced Limited Hotels • Midpriced Limited Hotels – hotels within the limited-service segment that offer selected property and within-room upgrade amenities for room rates that are higher than budget hotels within the segment.
Midpriced Limited Hotels • • Frequent-traveler programs Swimming pools Larger bathroom areas In-room irons, ironing boards and hair dryers Upgrades complimentary continental breakfasts Complimentary morning newspapers Complimentary local telephone calls
Upscale limited-Service Hotels • Upscale limited-Service Hotels – hotels within the limited-service segment that offer a wide range of property and within-room amenities designed to provide high levels of comfort, convenience, and elegance to their guests.
Upscale limited – service hotels typically offer all the guest services and amenities offered at midpriced properties, as well as one or more of the following: - Substantially upgraded room furnishings and decor - Multipurpose suites - Hot breakfast in addition to continental breakfasts - Upgraded in- room amenities ( soap, shampoos, and other toiletries) - Personal shopping and laundry services - In- room safes - On- premise laundry facilities - On- premise convenience stores
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