Classification of Hotels according to Type of Service4+-+Lodging.pdf/... · Nantes 1788, It has 60 beds and ... using an easy to find contact number (1-800-HOTEL-1) ... CLASSIFICATION

LODGING OPERATIONS

ACCOMODATION

•Place where one could seek temporary relief from the elements, answer the call of nature, clean up, rest or spend the night.

HISTORY AND EVOLUTION…

-The word “Hospitality” has ancient roots, dating from the earliest of Roman Civilization.

- It derived from the word “hospitare” meaning, “to receive a guest”

ST. JULIAN THE HOSPITALLER

The patron saint of

innkeepers and

travelers.

FOOD AND BEVERAGES

LODGING/

ACCOMMODATION

BASIC REQUIRMENTS OF TRAVELERS DURING ROMAN CIVILIZATION.

ANCIENT HISTOTRY

• Through out homers odyssey and iliad

• While roaming the Mediterranean hemotioned that “think of thehospitality that you will receivefrom strangers before we reachedour home…”

BIBLICAL REFERENCE

• “AND SHE BROUGHT HER FIRST BORN SON, AND WRAPPED HIM IN SWADDLING CLOTHES AND LAID HIM IN A MANGER, BECAUSE THERE WAS NO ROOM FOR THEM IN THE INN” LUKE 2:7

DURING THE ANCIENT TIMES PEOPLE FELT REQUIRED TO BE HOSPITABLE FOR THE

FOLLOWING REASON:

1. They felt that being hospitable to strangers was necessary to their religious well being.

2. They were hospitable only because of their own superstitious fears.

….the belief that a strangers was either a god or a representative of evil spirits.

MODERN DAY THINKING

Providing of hospitality was merely a result of a GIVE and TAKE

philosophy.

…that if you give a stranger food and lodging today, perhaps will do the

same for you at another time.

Missionaries, Priests,Pilgrims

Military group, Diplomatic group

THE GROUP OF PEOPLE WHO TRAVEL DURING ANCIENT TIMES

TYPES OF LODGING AREAS DURING THE ANCIENT TIMES

1. KHANS – simple structure consisting of four walls that provide protection against natural enemies such as swirling sandstorms but also against marauding enemies who attacked under cover of darkness.

2. TAVERNS / TABERNAS – establishments who offers and serve food but specialize in alcoholic beverages

3. YAMS – post houses / apartments suitable for a king. They were located about 25 miles, equivalent of days ride.

4. CARAVANSARIES / CARAVANSARY – accommodation that is surrounded by large courtyard.

MIDDLES AGES

• During middle ages, we again find the intermingling of religion and hospitality.

• It was considered the duty of Christian to offer hospitality to travelers and pilgrims.

• During the middle ages there were constructed separate building to accommodate travelers, which is known as “XENODOCHEOINS” a Greek word meaning Inns or Resting place.

MIDDLE AGES

• The rendering of hospitality was considered as charitable donation springing from religious belief rather than donation, springing from religious belief rather than business venture.

• BUT THIS WAS CHANGE: In the year 1282, in Florence Italy the great inn keepers of the city incorporated a guilt or association for the purpose of turning hospitality into “BUSINESS”

THE SIXTEENTH CENTURY

• During this period considerable improvement took place, particularly in ENGLAND, in the quality of accommodations.

• Stagecoach was a common mode of transportation.

• Courtyard was used for weddings, fairs, and often as a theater. The design was in a form of quadrangle, with stagecoach and people entering through a vaulted gateway.

EIGHTEENTH CENTURY

COFFEE HOUSES – become extremely popular in Europe and were incorporated into the Inns.

HOTEL DE HENRY IV – one of the first European hotels, built in Nantes 1788, It has 60 beds and was considered the ‘First in Europe at that time”

GROWTH OF HOTEL IN USA

• BOSTON’S TREMONT HOUSE – first class hotel was constructed with 170 rooms in the year 1829 and amenities they offered were

• Private rooms with locks

• Soap and water for each room

• Bellboy

• French cuisine

INTRODUCTION OF TECHNOLOGICAL ADVANCES INTO THE HOTEL INDUSTRY

• 1834 Indoor plumbing was introduced into the hotel industry by ASTOR.

• 1846 Central heating

• 1853 Steam elevator was first used in a hotel

• 1875 The palace was built in San Francisco at a cost of $5 million. It was the biggest and best of its time with 800 rooms

• 1881 Electrical lights


• 1894 The Netherlands hotel in New York City became to first to have telephone in the rooms

• 1886 The Waldorf Astoria was built in New York

• 1907 In room telephone

• 1927 In room radio

• 1940 Air-conditioning


• 1950 Electric elevator

• 1958 Free television

• 1964 Holiday Inn reservations system with centralized computer

• 1965 Message light on telephone was introduced

• 1970’s Electric cash register –POS – color TV standard

LODGING INDUSTRY PIONEERS

CESAR RITZ

- Founder of Ritz Hotel

- Introduced live orchestra in the dining room.

- Made evening dress a compulsory.

- Restricted unescorted women.

- Cesar Ritz was a hotelier at the Grand National Hotel in Lucerne, Switzerland.

CONRAD HILTON

- King of the Innkeepers

- He became a successful hotelier after WWII

- His acquisition during WWII included the 3,000 rooms Stevenson Hotel (now Chicago Hilton)

- 1946, he formed the Hilton Hotel Corporation.

CONRAD HILTON

• With the purchase of the Statler chain in 1954, he created the first major chain of modern hotels, that is a group of hotels all which follow standard operating procedures such as:• Marketing

• Reservations

• Quality Service

• F&B Operations

• Housekeeping

• Accounting

ELLSWORTH STATLER

- Founder of Statler Hotels

- Developed “The Statler Service Code.”

- Father of modern commercial hotel industry

- Developed hotel chain concept known as Statler in the year 1863-1928

- In 1954, he sold Statler chain of hotels to Conrad Hilton

WILLIAM WALDORF ASTOR AND JOHN JACOB ASTOR IV

-In 1893, William Waldorf Astor launched the 13-story Waldorf hotel at Fifth Avenue near Thirty-four street in New York City.

Four years later, the Waldorf was joined by the 17-story Astoria Hotel, erected on the adjacent site by William Astor’s cousin, John Jacob Astor IV. The cousin built a corridor that connected the two hotels, which was known as Waldorf Astoria.

WILLIAM WALDORF ASTOR AND JOHN JACOB ASTOR IV

• The 2,200 rooms, 42 floors Waldorf Astoria Hotel was rebuilt with the new president Herbert Hoover.

• 1988, the hotel underwent a $150 million restoration.

• On January 1993 it was designated as a New York Landmark.

KEMMONS WILSON

-Started the Holiday Inn chain in 1950’s, opening his first Holiday Inn in Memphis’s, Tennessee.

-Introduced the central reservations system

- Father of modern hotel

J.W. MARRIOTT & J.W. MARRIOTT JR.

- J.W. Marriott (1990-1985) founded his hotel empire in 1957 with the twin Bridges Marriott Hotel in Virginia (Washington D.C.)

- In 1987, Marriot completed expansion of its worldwide reservation center in Omaha, Nebraska, making the largest single site reservation in U.S. Hotel history

ERNEST HENDERSON AND ROBERT MOORE

- They starter the Sheraton Chain in 1937.

- Sheraton was the fist hotel chain to be listed in the New York Stock Exchange.

- Until 1968, Sheraton was acquired by ITT Corporation as a wholly owned subsidiary, and ambitious development plans were put into place to create a truly global network of properties.

RAY SCHULTZ

-In the early 1980’s, he founded the Hampton Inn Hotels, which was a company in the Holiday Inn Corporation.

-This type of hotel was tagged as limited service meeting the needs of cost-conscious business travelers and pleasure travelers.

LODGING MANAGEMENT

relationship between the owner and management

this association classifies a hotel at the foundation level

There are five basic lodging management association

1.Owner – Operated

2.Owner – Managed

3.Independent

4.Franchised

5.Management Contract

LODGING MANAGEMENT ASSOCIATION

Owner Operated

Run by the owner and the owner’s family

ex. bed and breakfast hotels

the owner cooks meals, cleans, and perform all task

usually small scale business

Owner Managed

The owner has hired additional non-family personell

to help run the property.

The hotel is not chain affiliated

can be large or small scale business

over-all management goes to the owner,

subordinates are non -family

Independent

The owner has no role in management or day to

day operations. An independent group of

managers are responsible to the owner for the

hotel’s performance. The hotel is not chain

affiliated

Franchised

Independently owned hotels that

affiliated themselves with a chain.

The chain has limited control

FRANCHISE AGREEMENT: The owner (franchisee) pays

a franchise fee to the chain (franchiser) in exchange for

the rights to use the ff:

1. Name

2. Standard Operating Procedures (SOP)

3. Guidelines on Administration

Franchised

BENEFITS:

a. ensures constant level of quality

and service.

b. benefits from national marketing

campaign

c. access to central reservation

system (CRS)

Franchised

CRS – provides the consumer with an avenue to

locate a hotel of choice in a certain location,

using an easy to find contact number (1-800-

HOTEL-1) or website www.hyatt.com

CONCERNS/NEGATIVE:

1. LACK OF CONTROL

2. FAILURE TO MAINTAIN STANDARD MAY

LEAD TO LOOSING FRANCHISE RIGHTS

Management Contract

Independently owned hotels that affiliate

themselves with a chain. The chain maintains

a high level of control

As the chain operates the hotel on the

owner’s behalf

SIMILAR TO THE FRANCHISE, THAT IT IS SUPPLIED WITH

STANDARD SOP, QUALITY AND SERVICE LEVEL TARGETS,

HOWEVER, THEY ARE ACTUALLY OPERATED BY THE

COMPANY THAT SUPPLIED THOSE STANDARD

Shared Benefits Lodging Management Association

Brand Recognition

CRS

National Marketing Support

Standard Operating Procedures

greater quality control

higher fee to owners

less owner control

higher employee standard

higher performance

expectations

less quality control

lower fee to owners

greater owner control

varying levels of employee

experience and training

MANAGEMENT CONTARCTS FRANCHISING

HOTEL

• A commercial establishment offering lodging to travelers and sometimes to permanent residents, and often having restaurant, shops , meeting rooms etc. that is open for public.

CLASSIFICATION OF HOTELS ACCORDING TO:

1.LOCATION

2.TYPE OF SERVICE

3.PRICE SEGMENT

4.SIZE (# of rooms)

CITY CENTER HOTEL

– by virtue of their location, meet the needs of the travelling public for business or leisure.

- public transportation is accessible.

RESORT HOTEL

– came of age with the advent of rail travel.

- Guests go to resorts for leisure and recreation.

-usually located near a beach or has an spectacular mountain scenery.

AIRPORT HOTEL

- Convenient location, economical prices, and easy and less costly transportation costs to and from the airport are some reasons why airport hotels are becoming intelligent choices for business and leisure traveler.

Classification of Hotels according to Type of Service

A. Full-Service Hotels

B. Economy/Budget Hotels

C. Extended-Stay Hotels

D. All-Suite Extended-Stay Hotels

E. Bed and Breakfast Inns

Full-Service Hotels

• Full Service Hotel

• Typically “Business Oriented”

• Meeting and convention services

• Wide range of facilities, services and facilities such as:

• Beverage outlets: restaurants (formal and casual), bars and lounges

• Meeting, convention and catering services

• Business features: business center, secretarial services, fax, in-room computer hook up.

• Butler services, concierge, special concierge floors

Economy/Budget Hotels

• Offers clean, reasonably sized and furnished rooms without frills of full-service hotels

• Focused on selling beds but not meals or meeting

• Some does not have restaurants or offer substantial food and beverage but they do offer guests continental breakfast in the lobby

Extended-Stay Hotels

• Cater to guest who stay for extended period

• They also take guest who stay for shorter time but majority are long staying guests

•Offers full kitchen facilities and shopping services or a convenience store in the premises

• HOTEL FACILITIES

• Laundry Room

• Common Area Wireless

Access

• Laundry/ Dry Cleaning

Service

• Common/Public Areas Accessible to Wheelchairs

• Pets Allowed

• ROOM AMENITIES

• Air Conditioning (In Room)

• Newspaper (Free)

• Coffee Maker

• Kitchen/Kitchenette

• Refrigerator

• Leisure Activities:

• Health Club

• Pool (Indoor)

• Pool (Outdoor)

• Tennis (Outdoor)

• Hot Tub

All-Suite Extended-Stay:

• Additional space in the form of a lounge and possibly kitchenette

• Homelike atmosphere, community feeling

• Provide closer-to-home feeling for guests who may be relocating or attending to seminars or a work related projects that needs a stay of greater than about five days

BED AND BREAKFAST INNS

•Accommodations with the owner, who lives on the premises or nearby, providing a clean, attractive accommodation and breakfast

•Overnight lodging on a private home

CLASSIFICATION ACCORDING TO HOTEL SIZE

SMALL 1-150 rooms

MEDIUM 151 – 400 rooms

LARGE 401 – 1,500 rooms

MEGA 1,500 and over rooms

CLASSIFICATION ACCORDING TO AA star rating system

Common requirements for all categories of hotels

• Common requirements for all categories of hotels:- Requirements of cleanliness;- Room entrance with lighting;- Guest cards – for hotels with more than 20 rooms; - Specific requirements for each sub-type;- Qualitative floor covering, soft mat or carpet if

there is no wall to wall soft floor covering;- Fire instruction and evacuation plan at the visible,

light place.

• Reception desk from 7:00 till 22:00 or on request

• Minimum size of single bed – 90 x 190 cm, double bed – 140 x 190 cm

• Bed linen changed after 5 nights of stay as well as after the guest’s stay at hotelAt least one toilet for every ten rooms that do not have en-suite toilets

1 STAR (CATEGORY I)

• At least one bathroom for every ten rooms that do not have en-suite bathrooms

• Room, where breakfast service available, breakfast with cold dishes.

1 STAR (CATEGORY I)

• At least 40% of rooms with private bath / shower and toilet available

• Reception desk from 7:00 till 24:00 or on request

• Bed linen changed after 4 nights of stay as well as after the guest’s stay at hotel

• Size of beds: single – 90 x 190 cm; double – 140 x 190 cm

2 STAR (CATEGORY II)

• At least one toilet for every ten rooms that do not have en-suite toilets

• At least one bathroom for every ten rooms that do not have en-suite bathrooms

• Room, where breakfast service available, breakfast with cold dishes

• Separate public toilets, if there are 20 or more guest rooms.

2 STAR (CATEGORY II)

3 STAR (CATEGORY III)

• all floors, with the exception of two, shall be accessible by lift from the same floor as reception desk

• Equipped conference hall

• Internet availability at the lobby

• Bed linen changed after 3 nights of stay as well as after the guest’s stay at hotel;and women


• All rooms with shower and toilet

• Floor area of shower / bathroom and toilet inside – at least 3,8 m2

•Minimum room floor area: 10 m2 – single room, 15 m2 – double room


• Size of beds: single – 90 x 190 cm; double –140 x 190 cm

• Breakfast room or cafeteria and restaurant;

• Lunch and dinner served at restaurant;

• Separate public toilets for men and women

• - mini bars;- Internet and e-mail connection in the guest rooms; - bed linen changed after 2 nights of stay as well as after the guest’s stay at hotel;- at least 4 toiletries with the exception of soap and shampoo for each guest;- breakfast with a range of hot dishes; - a la carte restaurant.

4 STAR (CATEGORY IV)

• High quality furniture and equipment in common style

• All floors, with the exception of one, shall be accessible by lift from the same floor as reception desk

• Separate service elevator;Several equipped conference and seminar rooms are available;


•Minimum room floor area – 12 m2 single room, 17 m2 – double room, at least one apartment two room – 40 m2; three room –55 m2

• Bed linen changed after 2 nights of stay as well as after the guest’s stay at hotel;

•Minimum size of single bed – 100 x 200 cm, double bed 140 x 200 cm, 210 cm long available


•Mini bars;Internet and e-mail connection in the guest rooms

• Bed linen changed after 2 nights of stay as well as after the guest’s stay at hotel

• At least 4 toiletries with the exception of soap and shampoo for each guest

• Breakfast with a range of hot dishes

• A la carte restaurant.

5 STAR (CATEGORY V)

• High quality exclusive furniture and equipment in common style

• All floors shall be accessible by lift from the same floor as reception deskSeveral conference halls with catering possibilitiesPurchase of exclusive gifts and souvenirs;

5 STAR (CATEGORY V)

• Ice machine or option of having ice in guest rooms

•Minimum room floor area – 13 m2 single room, 18 m2 – double room; apartments 2% of all rooms – 2 room – 40 m2; three room –55 m2

• Air conditioning in all rooms

•Minimum size of single bed – 100 x 200 cm, double bed 150 x 200 cm, 210 cm long available

5 STAR (CATEGORY V)

• Bed linen changed daily

• Bathrobe per guest

• Internet and e-mail connection in the guest rooms

• Towel drier

• At least 5 toiletries with the exception of soap and shampoo for each guest; ballroom or night-club

5 STAR (CATEGORY V)

• Several a la carte restaurants

• Hairdresser and beauty salon if more than 100 rooms

• Indoor swimming pool and / or fitness or health center as well as changing rooms and shower facilities and / or sauna and relaxation area

• A playground or room for children and a special menu for children is available in hotels for families.

Classification according toAAA diamond-rating guidelines

AAA ONE DIAMOND

• No-frills accommodations for the budget traveler

• Basic building and landscaping

• Guest rooms with functional furniture, a wall-mounted TV, a clothes rack, a couple of bars of soap and a pack of tissues

• Telephone, vending and ice machines

AAA TWO DIAMOND

• Still low-priced and low-frills, but with some added design and amenities: Good curb appeal, landscaping and lighting in the parking lot; covered drive-up entry

• Coordinated décor and furnishings with seating in the registration area

• Sundries at the front desk

AAA TWO DIAMOND

• Food court, restaurant or at least continental breakfast

• Guest rooms with inexpensive furniture, a TV in view (with remote), a partially enclosed clothes rack, a vanity area outside of the bathroom, a couple of bars of soap and a box of tissues

• Elevator, coin-op laundry, telephone, vending, ice machines

AAA THREE DIAMOND

•More attention has been paid to style and décor, and amenities and services have been added: Better curb appeal, landscaping and lighting in the parking lot; porte-cochere entry

• Carpet, wood or tile floors with accent rugs; more seating in the registration area; luggage carts

• Small gift shop

• Swimming pool, hot tub and an exercise room

AAA THREE DIAMOND

• Full service restaurant or food court (or an expanded continental breakfast) and a lounge

• Larger guest rooms with coordinated furniture and décor, better bed linens, blackout drapes or shades, closet with hangers, TV on a credenza with remote and movie channels, coffee maker, two-line phone, video games, wall-mounted hair dryer, shampoo.

• Internet access, elevator, valet laundry, telephone, vending, ice machines

AAA FOUR DIAMOND

•More attention has been paid to style and décor, and amenities and services have been added: Excellent curb appeal, landscaping and lighting in the parking lot; impressive architectural features; added security

• Upscale décor and furniture; excellent quality flooring (marble, wood, granite, etc.); plenty of seating in a larger registration area; bell desk; better luggage carts

AAA FOUR DIAMOND

• Upscale gift shop

• Swimming pool with food served poolside, hot tub, steam room, exercise room with state-of-the-art equipment and lockers

• (shampoo, body lotion, etc.)

AAA FOUR DIAMOND

• At least one upscale, full service restaurant and a lounge

• Larger guest rooms with upscale or designer furniture and décor, excellent bed linens; comforters with duvet covers; closet with wood hangers; luggage racks; oversized desk; TV in a closed armoire; mini bar; iron and ironing board; marble or higher-grade tile bathrooms; upgraded shower heads; plush towels; free-standing hair dryer; makeup mirror; five-piece amenity set (shampoo, body lotion, etc.)

AAA FOUR DIAMOND

• High-speed Internet access, service elevators for staff, valet laundry

AAA FIVE DIAMOND

• A much higher level of service is required for Five Diamond status, and the facilities must be quite luxurious; fewer than 100 hotels are on the list. Stunning curb appeal and architectural features; extensive landscaping; valet parking

• Antiques and paintings; live floral arrangements; highest quality flooring (polished marble, stone, distinctive tile); concierge area

• Upscale shops

AAA FIVE DIAMOND

• AAA Five DiamondSwimming pool with attendants; full-service spa; exercise room with customized fitness programs

• Multiple upscale full service restaurants and a lounge

AAA FIVE DIAMOND

• Elegantly appointed guest rooms with high-quality furniture; outstanding linens and comforters; triple sheeting; multiple pillow choices; lit closets with at least ten hangers; umbrella; robe and slippers; CD player with at least one CD; fax machine; separate shower; toilet in its own room; seven-piece amenity set

Best, Biggest, and Most

Unusual Hotels and Chains

TOP 7 STAR HOTELS IN THE WORLD

http://www.therichest.com/expensive-lifestyle/entertainment/the-seven-star-hotels-of-the-world/

BURJ AL ARAB

• This luxury hotel stands on a man made island around 280 meters away from Jumeirah Beach.

• It is the fourth tallest hotel in the world at 321 meters high and it is connected to the main island by a private curving bridge.

• The exterior was designed to look like the mast of a dhow, which is a type of Arabian ship.

BURJ AL ARAB

• It has 28 double-storey floors that can accommodate 202 suites.

• The most expensive room is the Royal Suite, which can cost nearly $19,000 per night.

BURJ AL ARAB

• The building was intended to be the iconic landmark of Dubai, similar to the Opera House of Sydney, the Big Ben of London and the Eiffel Tower of Paris.

• Designed by the New Zealand-based architectural company called Atkins, Fletcher Contruction, the hotel was built by Murray & Roberts of South Africa and Al Habtoor Engineering.

• It opened in December 1999

TOWN HOUSE GALLERIAMILAN, ITALY

• Located inside an upmarket shopping arcade called the Galleria Vittorio Emmanuele II, Town House Galleria got its seven star rating from the SocieteGenerale de Surveillance, or SGS, a renowned private inspection company.

• Only 20 suites are available

• Rooms are set up according to the guests liking

Pangu Seven Star HotelBeijing, China

• It is also called Morgan Plaza.

• The hotel actually has multiple buildings.

• It contains two pavilions, a Japanese restaurant, a temple and an extended corridor.


• The world-renowned architect named C.Y. Lee, who is also known as the designer of Taipei 101, designed the hotel.

• The plaza is in the form of a dragon, which is considered the most powerful animal in the Chinese zodiac.


• The ancient Chinese principle of fengshui was strictly followed when the hotel was being designed.

• It is located on China’s dragon vein that connects the seat of government with the historical central axis that stretches all the way up to the Forbidden City.

The Flower of the EastKish Island, Iran

•Persian and Modern Architecture

•Shaped like a flower

•Started in 2004 but cancelled in 2007

BAIYOKE TOWER IIBANGKOK

•304 m

JUMEIRAH EMIRATES TOWERS HOTEL

•309 m

BURJ AL ARAB

•321 m

RYUGYONG HOTELPYONGYANG

•330 m

Rose RayhaanDubai

•333 m

JW MARRIOTT MARQUISDUBAI

JW MARRIOTT MARQUISDUBAI

• It is 355 meters tall

•1,608 rooms split between two identical towers.

•The jagged design is inspired by the trunk of a date palm.

unusual hotels.pptx

Documents

Classification of Hotels according to Type of Service4+-+Lodging.pdf/... · Nantes 1788, It has 60 beds and ... using an easy to find contact number (1-800-HOTEL-1) ... CLASSIFICATION