The document discusses various topics related to hotel classification and the hospitality industry. It defines different types of hotels based on size, target markets, ownership, and levels of service. These hotel types include commercial hotels, airport hotels, suite hotels, extended stay hotels, residential hotels, resort hotels, bed and breakfast hotels, vacation ownership hotels, condominium hotels, casino hotels, conference centers, and convention hotels. It also discusses factors that influence travelers' choices and the growing trend of "green hotels".
5. The Hospitality Industry
Travel & tourism industry consists of
five parts
Lodging
operations
Transportation
services
Food &
beverage
operations
Retail stores Activities
6. The Lodging Industry
Travel & tourism
industry
Hospitality industry
Lodging
Food & Beverage
operations
Institutional Food &
Beverage Services
9. Target Markets
Marketing challenges for lodging
property are:
• “Who stays at our property?”
• “Who else can we attract?”
Target markets are distinctly defined
groups of travelers that hotel seeks
to retain or attract as guests
10. Types of Hotels, Market Segment
Commercial hotels Airport hotels Suite hotels
Extended-stay
hotels
Residential hotels Resort hotels
Bed & breakfast
hotels
Vacation ownership
& condominium
hotels
Casino hotels Conference centers Convention hotels
Alternative lodging
properties
11. Commercial Hotels
Located in towns & cities
Often located near train
stations 1900-2000
Located in downtown or
business districts
Largest group of hotels Complimentary newspapers In-room coffee makers
Free local calls
Cable television, DVD
players/DVDs, video games
Personal computers, high-
speed Internet access
Ergonomic desks & chairs Fax machines
Car rental arrangements,
airport pick-up services
Guest Amenities
Twenty-four-hour food
service
Semi-formal dining rooms;
cocktail lounges
Conference rooms,
guestroom suites, room
service, banquet meal
service
Laundry/valet service Concierge service
In-room refreshment
centers
Retail stores
Pools, health clubs, tennis
courts, saunas
12. Airport Hotels
First airport hotels built in
1950s
Airport hotels are built in
major travel centers
Wide variety of sizes &
levels of service
Many feature conference
rooms
Offer convenience, cost
savings
Target markets: business
travelers, airline passengers
with travel layovers/canceled
flights & airline personnel
13. Suite Hotels
Fast-growing segment of lodging
industry
Feature guestrooms with living
room or parlor area & separate
bedroom
Some guestrooms include
kitchenette
Generally have fewer/more
limited public areas than other
hotels
Target markets: people relocating
to area, travelers who enjoy
homelike accommodations;
vacationing families, business
professionals
14. Extended-Stay Hotels
Similar to suite hotels
Designed for travelers
who stay five nights or
longer
Usually do not provide
food, beverage, or
uniformed/valet services
Housekeeping services
may not be provided on
daily basis
Homelike atmosphere
Room rates often
determined by length of
guest’s stay
15. Residential Hotels
Provide long-term or
permanent
accommodations in urban
or suburban areas
Located primarily in United
States
Declining in popularity;
replaced in part by suite &
condominium hotels
Guest quarters generally
include sitting room,
bedroom & kitchenette
In some states, guests who
contract to live in
residential hotel are
considered tenants
May provide some or all of
services provided to guests
in commercial hotels
Restaurant/lounge may be
located on premises
16. Resort Hotels
Often chosen as destination
or vacation spot
Usually located in exotic
location away from
crowded residential areas
Usually feature recreational
facilities/activities &
breathtaking scenery not
typical of other hotels
Usually provide extensive
food & beverage, valet &
room services
Typically feature leisurely,
relaxed atmosphere
Strive to provide enjoyable
guest experiences to
encourage repeat business
& word-of-mouth referrals
Often employ social
directors
17. Lifestyle Hotels
Appeal to specific travelers
who enjoy certain
architecture, art, culture,
special interests, & amenities
Most major lodging
companies have entered this
market segment
Reflect interests of their
guests
Usually have 100 to 250
guestrooms, with limited or
no meeting space
Food service varies from
world-class to mid-range
Building exterior, interior
décor & guestroom design
are all important to success of
these hotels
18. Bed-and-Breakfast Hotels
Sometimes called “B&Bs”
Range from converted
small houses to small
commercial buildings with
20–30 guestrooms
Owner usually lives on
premises & serves as
property manager
Breakfast ranges from
simple continental
breakfast to full-course
meal
Most only offer lodging &
limited food service
Room prices tend to be
lower than in full-service
hotel
19. Vacation Ownership Hotels
Sometimes referred to as timeshare or
vacation-interval hotels
People purchase ownership of
accommodations for specific period of
time (1-2 years)
If owners do not stay during their time
period, they can have hotel’s
management company rent their units
for them, receiving rental money after
paying fees to management company
for this service
Owners can trade their ownership time
with other owners in other locations
Each unit has multiple owners
20. Condominium Hotels
Similar to vacation ownership
hotels
Units in condominium hotels
have only one owner, instead of
multiple owners
Owners tell management
company when they want to
occupy their units; company is
free to rent unit for remainder of
year
Portion of rent from unit goes to
unit’s owner
21. Casino Hotels
Feature gambling facilities
Guestrooms & F&B operations
are often luxurious, but they are
secondary to gambling
operations
Cater to leisure & vacation
travelers
Attract guests by promoting
gaming & headliner
entertainment
Provide broad range of
entertainment & recreation
opportunities
May offer charter flights for
guests who plan to gamble
Gambling activities may operate
24 hours a day, 365 days a year
Some are very large, with
several thousand guestrooms
22. Conference Centers
Specifically designed to
handle group meetings
Provide all of services
& equipment necessary
for meeting’s success
Often located outside
metropolitan areas
May provide extensive
leisure activities
23. Convention Hotels
This segment has grown
significantly in recent years
Often have thousands of
guestrooms
Can have 50,000 square
feet or more of exhibit hall
space, plus ballrooms &
meeting rooms
Offer variety of dining
facilities
Primarily directed toward
business travelers with
common interest
Full line of business
services are generally
available for guests
Host state, regional,
national, & international
meetings
May book business up to
ten years in advance
25. Levels of Service
Tangibility of Service
• Tangible Products with intangible service
Quality Assurance
• Controlling service variability
Rating Services
• Stars & Diamonds
26. Levels of Service
World-class
service
• Luxurious, Full
Service,
Personalized
Upscale
• Amenities, Pools,
Gym
Mid-range
service
• Focused, Specific,
Selected Services
Economy &
Budget
• Basics, limited
service
29. Business Travelers
Historically, first & primary market for
hotels
More than 35 million people take
business trips each year
Business travelers average about five
trips per year
Business travelers account for significant
portion of lodging demand
Hotels design specific products &
services for business travelers--meeting
space, offices, secretarial/computer
services, in-room safes, 24-hour room
service, Internet access
33. Buying Influences on Travelers
Satisfactory experiences with hotel
Ads by hotel or chain
Recommendations by family members & friends
Hotel’s location
Preconceptions of hotel based on its name or affiliation
Travel management companies
Ease of making reservations
34. Blogging and Social Networking
Blogs publically accessible
chronicles or personal
diaries
“B-blog” is blog dedicated
to business or business
segment
Alternative blogs include
discussion forums & e-mail
exchanges
Social networking sites
facilitate interaction within
online or virtual community
Social networking sites
allow individuals or groups
to create personal profiles
to share with others
35. The Green Hotel
People increasingly interested in patronizing “green”
hotels
Government agencies, Association of Corporate Travel
Executives seeking “green” hotels
Initiatives include: reducing greenhouse gas emissions,
recycling, organic gardening, capturing waste heat from
power generators, using renewable energy sources &
educating guests about environmental issues
Green initiatives are in place worldwide
LEED certification, Energy Star program
Hotels engaged in energy, water, biodiversity
& waste management programs
Green meetings