1. Lodging: Meeting Guest Needs
Chapter 9
Lodging: Meeting Guest Needs

2. LODGING
The lodging industry has been in existence ever since the first traveler looked for a place to spend the night (thousands of years ago)
Over the years, these facilities have (evolved) and have been known as hotels, motels, inns, taverns, ordinaries, etc.
We use the term “lodging” to characterize the overall category of facilities

3. LODGING TODAY
The lodging industry is a huge industry, by any measure Consider:
Over 47,000 properties
Over 4 million guest rooms
Generates over $100 billion in revenues
Supports almost 8 million jobs

4. THE EVOLUTION OF LODGING
Structures built specifically for overnight accommodation have been around for thousands of years dating back to Mesopotamia which was a center for commerce
Hotels in the US date back to the late 1700s and the early 1800s including hotels in Boston, New York, Chicago and Philadelphia
Important features of early hotels included location and accessibility to transportation

5. THE EVOLUTION OF LODGING
“Grand” hotels were later built in resort areas, city centers and along transportation routes – Waldorf Astoria, Palmer House, Tremont Hotel
The Tremont (in Boston) was the first to offer guests their own room!
Other “Grand” hotels were built in the 1800s and early 1900s each offering a new amenity of feature

6. THE EVOLUTION OF LODGING
Motels (Motor Hotels) are a relatively recent development. They developed along with the highway system beginning in 1925 in California
Holiday Inn was the first well known chain of “motels” built in the US (1952) and started in Memphis
Holiday Inn was started by Kemmons Wilson after a family vacation
There have since developed many different types of lodging facilities focusing on different customer needs (example: guest suites)

7. CRITERIA FOR CLASSIFYING HOTELS
Price (or service)
Function
Location
Market segment
Distinctiveness of style or offerings

8. HOTELS CLASSIFIED BY PRICE
Limited-service hotels
Full-service hotels
Luxury hotels

9. CLASSIFYING HOTELS BY PRICE
Limited service hotels
Usually no public meeting space and limited food and beverage
ADR is between $60.00 and $70.00
Examples include Holiday Inn Express, Comfort Inn, Rodeway Inn and Fairfield Inn

10. Holiday Inn Express Amenities
• Cable television and movie channel • Children 19 and under stay free in parents’ room+ • In-room data ports • In-room microwave (available at many locations) • Smoking and non-smoking rooms available • Swimming Pools (available at many locations) • Fitness Centers (available at many locations) • Fax and photocopying services available • Forget Something?® personal care amenities program • Same-day laundry and dry-cleaning service on weekdays (available at many locations)
From the Holiday Inn Express web site

11. CLASSIFYING HOTELS BY PRICE
Full service hotels
Have a wide range of facilities and services including public meeting space and choice of food and beverage
ADR is over $100.00
Sheraton, Hilton, Marriott (Marriott has 16 “brands”)

12. Marriott Hotel Features
- Fully equipped fitness centers   -  Gift shops   -  Swimming pools   -  Concierge levels   -  Business centers   -  Meeting facilities   -  High-speed Internet access

13. Marriott Hotel In-room Features
Multifeatured phones with data ports & voice mail
Lightweight desk on casters
Ergonomic chair
Bright, even light from no-glare lamps
Electrical outlets at the base of the lamps
Personal-care products, hair dryers, irons & ironing boards
From the Marriott web site

14. CLASSIFYING HOTELS BY PRICE
Luxury hotels
Have a wide range of facilities and services offered in an upscale environment
ADR is over $250.00
Ritz-Carlton, Four Seasons, Fairmont

15. Ritz In-room Features
Richly appointed décor reminiscent of typical New Orleans Garden District  mansions
10-foot ceilings and floor-to-ceiling windows
Luxurious, 100% cotton, 400 thread-count sheets
Feather beds and duvet covers
Goose down and non-allergic foam pillows
Italian marble baths
Kohler oversized rainforest showerheads
Exclusive Bulgari White Tea bath amenities
Lighted makeup mirror, hair dryer and scale
Generously-sized terry bath towels

16. Ritz In-room Features (continued)
Plush terry or lightweight bathrobe
Multi-line telephones with hold button
AM/FM clock radio with alarm (some with CD player)
Fully stocked mini refreshment bar (not featured on Club Level)
Suit, skirt and padded hangers
Sewing kit
24-hour room service
Twice-daily housekeeping service
Complimentary overnight shoeshine service
Overnight laundry service
Evening turndown service
From the Ritz web site

17. CLASSIFYING HOTELS BY FUNCTION
Convention hotels
Large hotels that can accommodate conferences and conventions. They are sometimes attached to convention centers. They have extensive facilities
Commercial hotels
Smaller with less public space. They cater to business travelers and are found in city centers

18. CLASSIFYING HOTELS BY LOCATION
Downtown hotels
Suburban hotels
Highway/interstate hotels
Airport hotels

19. CLASSIFYING HOTELS BY OFFERINGS
All-suite hotels (Embassy Suites)
Extended stay hotels (TownePlace Suites)
Historic conversions (Morgans, Bedford)
Bed and breakfast inns (Three Chimneys)
Boutique hotels (W)

20. HOTELS CLASSIFIED BY MARKET SEGMENT
Where different types of hotels have been built to respond to specific traveler needs.
Executive conference centers
Resorts
Casino hotels
Health spas
Vacation ownership

21. PRINCIPAL CUSTOMER TYPES
Transient business travelers ─ individual traveling alone
Business travelers attending conferences
Vacationers
Travelers for other reasons
SMERF – social, military, educational, religious and fraternal

22. WHAT’S CHANGING? Increasing competition (subject of Chapter 12)
In room technology
Unique hotels
Increased service levels
Blurring of segments

23. WHAT’S CHANGING? Increased business travel
Increased occupancy in city hotels
Rising room rates
Condo/time share conversions