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Full service hotels


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Presents the characteristics of full service hotels, its guests profile, organisational chart and management challenges among others

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Full service hotels

  1. 1. Full service Hotels Chapter 6
  2. 2. Chapter Objectives 1. State features that make full-service hotels a unique segment of the lodging industry. 2. Describe the types of guests who most frequently select a full-service hotel. 3. Draw an organization chart for a full-service hotel that shows hospitality management positions unique to this segment. 4. List and briefly describe the duties of the unique managerial positions found within full-service hotels. 5. Identify significant current and long-term business challenges that confront managers of full-service hotels.
  3. 3. Types of Full-Service Hotels 1. Midscale Hotels (example: Holiday Inn) 2. Upscale Hotels (example: Hyatt Hotel) 3. Luxury Hotels (example: Ritz-Carlton) O.H. 5.1
  4. 4. Midscale Hotels Popular Customers- want the services of full-service hotel at a rate slighty higher than that of limited service hotels Location – near highways, airports, downtown areas in smaller cities
  5. 5. Upscale Hotels Brand recognation & loyalty is important Location- Large cities, near casinos, international airports or large tourist destinations Offer more guest rooms & meeting facilities than midscale restaurants Provide special services eg gift shop,concierge, recreational & fitness facilities, extended room service etc
  6. 6. Luxury Hotels Caters for clients that Located in a resort area, heart of major cities Clients demand & are willing to pay for the highest levels of quality Domaneted by indipendently owned hotel brands See pg 81 for a list of amenities
  7. 7. Who Uses Full-Service Hotels?  Local residents using the hotel’s food service and meeting spaces.  Out-of-town meeting (group) participants  Business travelers- enjoy the convenient location, & variety of services  Leisure travelers- enjoy the elegance O.H. 5.2
  8. 8. The Full Service Hotel Traveller
  9. 9. Duties of the Unique Managerial Positions Found Within Full-service Hotels F&B director  Responsible for the overal profitability  Profitability depends on mgt quality & F&B offered  Key role is Attaining profitability while mantaining quality Lounge Manager  Supervise the production & services of alcoholic bevs in bars & lounges
  10. 10. Organization Chart for a Full-Service Hotel F&B Offers entertainement, short order menu items, beverages In charge of food production & kitchen staff (pg. 83) Similar in all areas of Competitive addvantages, revenue or 50% of f&b revenues, Special events & banquReetsst. Manager-
  11. 11. Some Unique Managerial Positions in Full-Service Hotels Food and Beverage Director Lounge Manager Chef Catering Manager Restaurant Manager Room-Service Manager O.H. 5.4
  12. 12. Who Receives a Copy of the BEO? O.H. 5.5
  13. 13. Why Banquets Can Be Profitable Banquet meals are often priced higher than regular restaurant meals. All guests select from a relatively limited number of menu items; this eases food production requirements and reduces waste. The number of attendees at the meal event is guaranteed; the number of service staff required is known in advance. There are often additional guest charges for setting up the room and for other related expenses. Mandatory service charges help to ensure that the best of the hotel’s servers work banquet events, and these workers are scheduled only for as long as they are needed. O.H. 5.6
  14. 14. Challenges Confronting Full-Service Hotel Managers Increased competition from limited-service hotels Increased costs required to operate on-site food services Rising construction costs Difficulties in developing a unified Internet marketing strategy O.H. 5.7