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