1. LODGING MANAGEME NT HAT 309

2. HAT 3333: Lodging Management The hospitality industry is a very competitive field General Managers who possess strong leadership skills are key in delivering excellent customer service, as well as creating and maintaining a positive work environment for employees.

3. Ch. 1: The Hotel Industry Overview Source: Hotel Operations Management, Second Edition, by D. Hayes and J. Ninemeier HAT 3333 Lodging Management

4. Lodging is part of the Tourism Industry

5. Hotel Classifications Location Service level Rate Size Type of Guest Ratings (Star, Diamond)

6. Location of Hotels Urban Airport Suburban Highway Resort destination

7. Types of Guests Business traveler Events, Meetings and Conventions Couples/Adults only Families Specialty (hunting/fishing lodges, community based, adventure)

8. Hotels by Service Level Full-Service hotels Limited Service hotels Destination resorts Hostels All-Suite hotels Extended-Stay hotels

9. Institutional Lodging Facilities College/University residences Hospitals/Nursing Homes Military bases

10. Why Do People Travel? Business/Work Conference/Group Meetings Vacation/Leisure Visit Friends & Relatives (VFR) Other…

11. The Typical Business Guest Male (71%) 35-54 years old (53%) Employed in a Professional managerial position (50%) Average household income $82,800/year

12. The Typical Leisure Guest 52% two adults travelling together 35-54 years old (45%) Average earning/year $74,000 84% make a prior reservation Valued features: Swimming pools, saunas, spa, tennis courts

14. Hotel Industry Characteristics Intangibility Inseparability Variability Perishability Repetitiveness Labor Intensive