CHAPTER 2HOTELS AND MOTELS

Introduction to Hospitality

Conrad N. Hilton

•Conrad Hilton was recognized worldwide for his leadership and vision during the Depression and World War II •He created the largest and most profitable international hotel chain.•Hilton started with the Mobley Hotel of Cisco, Texas•He bought the Waldorf-Astoria, Plaza, Stevens, and Sir Francis Drake Hotels

Successful Entrepreneurs

… take advantage of market

opportunities.

Characteristics of Success

• Ambitious

• Energetic

• Creative

• Negotiator

• Enthusiastic

Hotels/Motels/B&Bs

There are a wide variety of hotels, motels, bed and

breakfasts, conference centers, resorts and

restaurants

Hotels and Motels

• Hotels and Motels usually play a large part in the success of a person’s vacation or business trip

Hotels and Motels

• Competitive hospitality businesses know that they are a big part of travel and tourism and must keep up with the latest trends to be successful

• The Hotel Industry looks for ways to expand service

Things that make a hotel

staypleasurable…

• Good service• Clean room• Fair prices• Friendly atmosphere• Great location

• Poor service• Unclean rooms• Unrealistic prices• Unfriendly staff

Things that make a hotel stay

not pleasurable

FULL SERVICE HOTELS• Provide a wide range of services• Usually have a restaurant or bar• May have shops, luggage assistance

FULL SERVICE HOTELS

• Parking lot attendants

• Room service, dry cleaning, others services

• Now may have high speed Internet

• Kids’ suites and accept pets

FULL SERVICE HOTELS

• Business travelers and convention attendees make up the largest percentage of hotel guests.

LOCATION, LOCATION, LOCATION

Place or location is an important marketing

concept. Lodging establishments locate near

their target market.

They try to match their facilities with individual

customer needs.

AIRPORT HOTELS

• Located near an Airport

• Competitive rates

• Lower weekend rates

• May have mini bars, spas, data ports

• Provides quick access to airport

• May save traveler parking fee at airport

UNIVERSITY HOTELS

• Located at major universities

• May be a convention center

• May be mixed use hotel and meeting center

• May contain a bookstore, public atriums, retail/entertainment shops, restaurants

MOTELS AND MOTOR INNS

• Term comes from Motor Inn• Automobile industry sparked growth• May be a tourist court-15 or more rooms

MOTELS AND MOTOR INNS

• Motels are usually found on feeder highways, lesser known routes

• Usually one-story buildings

• Usually do not have restaurants

• Usually owner provides service

MOTOR INNS• Most common lodging found in U.S.

• Usually located on major highways

• Usually 2 to 6 stories

• Usually has a restaurant or bar

• Holiday Inn and Comfort Inn are good examples

SSL

• Superior Small Lodging Association

• Works with motels and inns to help ensure tourists receive great value and high quality accommodations

LIMITED SERVICE FACILITIES

• Usually sleeping rooms without expensive amenities

• Usually no food service

• May be extended-stay facilities (Rent by Week or month: Pine View)

• May be residential-style units with multi-rooms, kitchens

• AmeriSuites, Residence Inns

ECONOMY LODGING

• Must have good price/value ratio

• Guest satisfaction

• Some added amenities and services

• Rates must not exceed guests expectations of value

• Bottom line: offer lots for a little

BED & BREAKFAST

• Lodging facilities that include breakfast in cost of room

• Common in England and in Europe

• Began to appear in U.S. in the 1960s

• Usually provides very quiet and restful escape

B&B Homestays

• Private

• Owner Occupied

• Up to 5 guest rooms

• Breakfast is often only meal

B&B Inns

• Commercially licensed

• Owner may live there

• Rooms range from 4 to 25

• Breakfast may be the only meal provided

• Other meals may be available

Country Inn• Commercially licensed

• Primarily known for cuisine

• Usually away from commercial areas

• Overnight accommodations and full-service breakfast, full service dinner

• Maximum of 20 rooms

B&B APPEAL

• Offers a different experience

• More personal service

• More relaxing, private

B&B APPEAL• Innkeepers learn more about travelers• Repeat guests become a part of the

innkeeper’s life• Business travelers account for about ½ of B&B

business

A SUCCESSFUL INNKEEPER

• People person• Healthy, disciplined, aware of others

needs• Attentive to detail

A SUCCESSFUL INNKEEPER• Hardworking

• Self-motivated

• Leader in the community

• Has vision

CONFERENCE CENTERS

• Meeting venue surrounded by hotels

• Public transportation

• Restaurants

• Entertainment, tours, climate, location, safety, special attractions, shopping centers

RESORTS

• Motels or hotels located in popular vacation areas that offer recreational activities

• May have such amenities as horseback riding, golf, tennis, skiing, tours, social activities, scenic views

Condominiums-Condos

• Living quarters owned by private persons

• Usually rented out to the public most of the year

• Most are high-rise located near a beach or recreational area

• Usually a good investment

TIME SHARES

• Buying a specific time period (usually 1 or 2 weeks) to spend a vacation at a resort

• Price depends on the time of year

THEME OF HOSPITALITY:

• Guests don’t buy a place to stay. They buy the expectation of a great experience.

DISNEYLAND PARK• First theme park• Opened in 1955• Designed by Walt

Disney• Located in California• Walt Disney World

opened in Florida• Magic Kingdom, Epcot,

Animal Kingdom, MGM Studios,

RESTAURANTS

• Key to success: good food, appropriate price, strong marketing, and public relations

• EXPECT TO GIVE GOOD QUALITY FOOD

THREE KINDS OF RESTARUANTS

• Table Service: fine dining, white-tablecloth, Casual dining less expensive alternative to fine dining (Applebees, Chili’s), Theme restaurants, old fashion parlors, national chains; Ethnic restaurants, Mexican, Chinese; Family restaurants, cafeterias, buffets, (Denney’s)

Quick Service…

• Fast food• Largest market in the world• Rapid serving.• Reliable quality control• McDonald’s, Pizza Hut, KFC, Taco Bell• Special pricing, toys for children,

immense advertising campaigns

On-Site Food Service

• Food services in a business or industry location

• School, hospital, large businesses, government buildings, corporations

• They compete with other food services