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Presents the characteristics of full service hotels, its guests profile, organisational chart and management challenges among others
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Full service Hotels
Chapter 6
Chapter Objectives 1. State features that make full-service hotels a unique
segment of the lodging industry.
2. Describe the types of guests who most frequently
select a full-service hotel.
3. Draw an organization chart for a full-service hotel
that shows hospitality management positions unique
to this segment.
4. List and briefly describe the duties of the unique
managerial positions found within full-service
hotels.
5. Identify significant current and long-term business
challenges that confront managers of full-service
hotels.
Types of Full-Service Hotels
1. Midscale Hotels (example: Holiday
Inn)
2. Upscale Hotels (example: Hyatt
Hotel)
3. Luxury Hotels (example: Ritz-
Carlton)
O.H. 5.1
Midscale HotelsPopular Customers- want the services of full-service hotel
at a rate slighty higher than that of limited service hotels
Location – near highways, airports, downtown areas in smaller cities
Upscale HotelsBrand recognation & loyalty is important Location- Large cities, near casinos, international
airports or large tourist destinationsOffer more guest rooms & meeting facilities than
midscale restaurantsProvide special services eg gift shop,concierge,
recreational & fitness facilities, extended room service etc
Luxury HotelsCaters for clients that Located in a resort area, heart of major citiesClients demand & are willing to pay for the
highest levels of qualityDomaneted by indipendently owned hotel brands
See pg 81 for a list of amenities
Who Uses Full-Service Hotels?
Local residents using the hotel’s food
service and meeting spaces.
Out-of-town meeting (group) participants
Business travelers- enjoy the convenient
location, & variety of services
Leisure travelers- enjoy the elegance
O.H. 5.2
The Full Service Hotel Traveller
Duties of the Unique Managerial Positions Found Within Full-
service HotelsF&B director
Responsible for the overal profitability Profitability depends on mgt quality & F&B offered
Key role is Attaining profitability while mantaining quality
Lounge Manager Supervise the production & services of alcoholic bevs
in bars & lounges
Organization Chart for a Full-Service Hotel F&B
(pg. 83)
Similar in all areas of Hospitality
Competitive addvantages, revenue or cost centres
Offers entertainement, short order menu items, beveragesIn charge of food
production & kitchen staff
50% of f&b revenues, Special events & banquets
Rest. Manager-
Some Unique Managerial Positions in Full-Service Hotels
Food and Beverage DirectorLounge ManagerChefCatering ManagerRestaurant ManagerRoom-Service Manager
O.H. 5.4
Who Receives a Copy of the BEO?
O.H. 5.5
Why Banquets Can Be ProfitableBanquet meals are often priced higher than
regular restaurant meals.All guests select from a relatively limited
number of menu items; this eases food production requirements and reduces waste.
The number of attendees at the meal event is guaranteed; the number of service staff required is known in advance.
There are often additional guest charges for setting up the room and for other related expenses.
Mandatory service charges help to ensure that the best of the hotel’s servers work banquet events, and these workers are scheduled only for as long as they are needed.
O.H. 5.6
Challenges Confronting Full-Service Hotel ManagersIncreased competition from limited-service hotels
Increased costs required to operate on-site food services
Rising construction costsDifficulties in developing a unified Internet marketing strategy
O.H. 5.7