Hotel Front Office Management, 3rd Edition

TYPES OF LODGING FACILITIES 9The delivery of hospitality in hotels has also come under review. For example, hoteliersare reviewing security plans to include the frontline employee who has to take immediateaction based upon observations at the front desk, in the dining room and recreationalareas, and on guest and public floors. The frontline employee who sees uncommon activitieshas to know the importance of reporting concerns to supervisors. Special trainingon what to look for with regard to guest interactions in public areas and on guest floorswill assist the frontline person in becoming proactive.Hoteliers must also be concerned with how to support hospitality as part of beingresponsible citizens in their communities. Hotel general managers should develop emergencyplans to allow for offering immediate public space to medical personnel and disastervictims. Short-term concerns such as feeding disaster victims and emergency personneland long-term commitments such as housing for displaced members of the communityare just some of the issues faced by the hotel industry.These issues of marketing and delivering hospitality as well as other issues will emergeas we prepare to respond to the events of September 11, 2001.Overview of the Hotel IndustryA working knowledge of the classifications used in the hotel industry is important tounderstanding its organization. The various types of properties, their market orientationand location, sales indicators, occupancy and revenues as they relate to levels of service,and various types of business affiliations are all means of classifying hotel properties.Figure 1-2 will serve as a reference point throughout this discussion.Types of Lodging FacilitiesClassification of hotel facilities is not based on rigid criteria. The definitions can change,depending on market forces, legal criteria, location, function, and, in some cases, personalpreference, but the definitions that follow are generally accepted and are the ones intendedfor these classifications throughout this text.HotelsA hotel usually offers guests a full range of accommodations and services, which mayinclude reservations, suites, public dining and banquet facilities, lounge and entertainmentareas, room service, cable television, personal computers, meeting rooms, specialty shops,personal services valet, laundry, hair care, swimming pool and other recreational activities,gaming/casino operations, ground transportation to and from an airport, and conciergeservices. The size of the property can range from 20 to more than 2,000 rooms.TLFeBOOK