Lodging Operations Unit 2 Hotel Management –R. McCann Transients/guests

Owners choose names for their lodging operations that communicate the images they wish to portray. The term “inn” suggests warm, friendly feelings. “Hotel” portrays feelings of efficiency, service, and amenities.

*__________ *_________________ *____________________

*__________________________ *_________________________

*target market *guest mix

*level of service

Hotel Sizes - The industry uses the following to determine a hotel’s size based on its number of rooms.

Classification Number of Sleeping Rooms

Small __________________________

___________ 151 to 400

Large __________________________

____________ 1501 and over

6 Categories of Lodging

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  Commercial - services transient clients
  
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  _______________________________________________________
  
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  Residential – guest stay more than 5 nights in a row
  
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  _______________________________________________________
  
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  Resort
  
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  Specialty accommodations - _________________________________________
  

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  A hotel’s service level is measured by the amount of _____________________________ a guest can reasonably expect to receive.
  
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  A consumer perceives _____________________________________________________.
  
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  In the hotel industry, the difference in service levels is often (but not always) tied to incremental increases in cost.
  

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  First distinguishing feature is its architecture, __________________________________.
  
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  Second distinguishing feature is the level of service.
  

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  Services may include: luggage assistance, _________________________, one or more restaurants, bars, lounges, room service, meeting/banquet facilities, spa services, and recreational facilities.
  
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  A ___________________________is a hotel staff member who helps guest make arrangements, such as dinner reservations, transportation arrangements. A concierge also advises guests on what to do and see in the area around the hotel.
  

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  Provide ______________________________, more _________________________ to guests, and more ____________________ than a typical full-service hotel.
  

Full service properties, one level below Luxury level, are known as First-class properties. They provide better quality and more luxurious, upgraded food service and usually Concierge Services.

A convention is a large meeting, usually sponsored by a group for its members. Number of people attending is ______________________________________________.

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  _______________________________ is exhibits during which people that have goods and services to sell show their goods and services.
  
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  _______________________________ is the place where trade shows are held. These facilities must be quite large.
  
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  _______________________________ are often located near a convention center.
  

A suite is a hotel accommodation that consists of ____________________________. All-suite hotels were developed to provide more space at a lower cost. A suite in these hotels is usually two hotel rooms joined together. These suites combine _______________________________.

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  They offer many amenities such as ________________________________________
  
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  Usually individually owned
  
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  Property operated by a ________________________________________
  

1. 
   _____________________________________ who may live in it fulltime or rent the condo periodically to others when not in use
   
2. 
   ______________________________________- the owner owns the right to use the unit for a specific time of the year each year.
   

A motel is distinguished from a hotel by its ____________________________________. They are _____________________________________ lodging facilities. Parking is close to the _____________. Rooms are entered from the outside and minimal guest services are provided.

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  Motels offer a room with a bed, television, phone with free local calls, private bath, and daily housekeeping.
  
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  Many motels have _______________________ & have begun to offer ______________ ___________________________________
  
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  ___________________________________ consists of breakfast foods that do not need to be cooked.
  

They vary in their levels of service, but usually provide _____________________ than full-service hotels. Some specialty accommodations provide guest rooms with private baths, telephones, and televisions.

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  ________________________- private home offering one or more guest rooms; Full breakfast is part of the room charge
  
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  ________________________ - 60% of occupancy is generated by conference
  
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  _______________…rooms, housekeeping services & places for guests to participate in recreational activities
  
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  _______________ - an inexpensive place to stay small rooms, kitchens and baths are shared; no linens or toiletries
  
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  ______________________ -located in natural environment
  

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  Food & beverage is an essential part of the lodging’s service in the lodging properties.
  
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  Many properties have ________________________ (casual & fine dining), ________________________, ____________________________, and cocktail lounges.
  

A room rate that includes meals is called a Meal Plan.

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  A Star system is primarily used to denote the level of ____________________________, with ____________ being the __________________ and _____________________ being the _________________________. 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 ____________________ 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.
  

Properties are classified by the types of ownership: ___________________________________

A franchise is a unit of a chain that has been _____________________________________. The outside owner runs the franchise _________________________________________. The owner pays a __________________ in exchange the owner receives training, support, advertising, etc.

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  A recognized brand name
  
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  The chain owner also works to develop brand loyalty. One way is through Frequent Guest Programs (_________________________________)
  

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  _________________________________________ 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. Guests can also make reservations via Internet for any property world-wide
  

Examples – families & leisure travelers; business travelers; convention/meeting attendees; long-stay guests; budget minded guests; and special event guests

_______________________________ - Hotels are located in dense urban areas, or in the center of a city’s business district, near offices and retail stores and close to entertainment centers. Many properties are full service. They usually attract business travelers during the week and leisure travelers on the weekends.

_______________________________ developed because businesses moved to the suburbs. Accommodations were needed for business meetings, conventions, and individual business travelers and social events.

______________________________ - 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.

________________________________ -This property is the easiest one to identify, as the airport is the special attraction.

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  Commonly provided _______________________________________________ ___________________________________ to make it easy for the traveler.
  
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  Hours for the restaurants, lounges, and other on-site facilities may be _______________________________ to accommodate 24 hour travelers
  
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  _____________________________ is common to assist international travelers
  

Improvements in airplane technology are allowing for longer direct flights from cities not commonly considered gateways. _________________________________________________ are good examples of new gateway cities.