The Hotel

Industry
Chapter 5 – Week 6
 To know the importance of hotel industry
 To know the types of hotels
 To know the guest contact areas
 What is Lodging Industry?
 Establishments that Provide Shelter to Travelers
 What is Hotel?
 An establishment that provides rooms & services to
travelers.
 Owner of a Hotel is known Hotelier
 Who stays in Hotel?
 Tourists or Guests
“NO HOTEL NO TOURISM”

Agree or Disagree
 Provides of facilities for transaction of business –
meeting and conferences for recreation and
entertainment

 Through their facilities, they contribute to the

total output of goods and service – which makes
up the material well-being of nations and
communities

 Attraction for visitors – higher spending power –

thus contributes significantly to local economies.

 Foreign currency earners – through the medium

of tourism
 Employers - labor – important in areas with few
alternative sources of employment
 Important outlets for the products of other
industries, e.g.:-
 Building and modernization of hotels → construction
industry and designing, landscaping etc.
 Furnishings → carpentry etc.
 Food, drinks and other consumable → fishermen,
food and drink suppliers, gas, electricity, water etc.
 Source of amenities for local residents
 • Offer different types of rooms
• Provide a wide range of facilities
and services
 Restaurants & Bars
 Banquet Rooms
 Business Facilities
 Sports Facilities
 Entertainment & Recreations
 Concierge, etc
• Serves different groups of travelers

• Provide rooms as shelter

for the night
• Offer similar products to
serve all types of travelers
• Amenities were basic
• Restaurant
• Front Desk
 Leisure Travelers
 Travelers Visiting Friends and Relatives (VFR)
 Business or Corporate
Travelers(Individual/Group)
 Convention or Association Groups
 Long – Stay Guests
 Air Line Related Guests
 Government or Military Guests
 Purpose:Business
 Most Important Client of Hotel
 Needs:
 Ease in Making a Reservation
 Quick & Efficient Check – In & Check Out
 Reliable & Comfortable Products (Rooms, Dining Area,
Business Center) as They Are Not Price Sensitive
 Discreet Meeting Places
 Business Facilities – Fax Machine, Internet, Photocopy
Machine
 Purpose:Pleasure or Leisure
 Type: Domestic, Foreign or Group Tourists
 Needs:
 Friendly Staffs
 Can be Quite Price Sensitive
 Convenient Location
 Seek for Attractions & Entertainment
 Drawn to leisure facilities and activities at hotel
 The hotel is divided into 2 areas :-

- FRONT OF THE HOUSE

 Areas of the hotel with which the guest comes into
contact with.
 Includes the lobby, front desk, dining area, etc

- BACK OF THE HOUSE

 Areas with which the guest does not come into
direct contact with.
 Include the kitchen, staff locker, housekeeping,
security, human resource, etc.
1. Business hotel – business rooms, business centers & service
2. Convention hotel – convention center, large number of rooms
3. Casino hotel – casino & theater etc
4. Spa resort – spa treatment & wellness
5. Golf resort – golf course & recreational facilities
6. Theme Park Resort – theme park, theme
7. Ski (Winter) Resort – for winter holidays and related sports
8. Airport hotel – airport info & shuttle, etc
9. All-suites & Extended-stay hotels – expatriates’ temporary
residents with housekeeping service
10. Bed & Breakfast – private residents with extra room and
breakfast
11. Boutique hotel – small, unique architecture, style, décor and size
12. Homestay / Private house exchange / couch surfing /
timeshare
13. Youth Hostel / dormitory-style hostel
14. Integrated Resort (Mega Resort)
1. City center (urban)
2. Resort (suburban / highland / island)
1. Island resort
2. Beach resort
3. Highland resort
3. Resort (for specific destinations)
1. Golf resort
2. Spa resort
3. Theme park resort
4. Airport (connected to or
nearby, serviced by shuttle)
5. Motel (along motorway /
freeway / highway)
Price Features & Facilities Examples
category
Luxury- Ultimate grandeur in décor, butler The Plaza, The Ritz, Taj, Hotel
class / service, concierge service, club Savoy, Waldorf-Astoria, Victoria
First- lounge, personal check-in, in-room Jungfrau, St. Regis, Mandarin
class technology, 24-hr room service, Oriental, Ritz-Carlton, Burj-al-
$$$$ private gym, pool, helipad, etc arab, Fairmont, Kempinski, etc
Up-scale Classy & tasteful décor, full service – 4-5-star Marriott, Hyatt, Hilton,
$$$ housekeeping, front office, F&B, Sheraton, W-hotels, Westin,
full-business service & recreation, Shangri-la, Pullman, Accor, etc
etc
Mid-scale Suitable for family (got family room 2-3-star Ramada, Radisson,
/ mid- and kids facilities), less facilities, Intercontinental, Quality /
price services and amenities. Limited Choice, etc
$$ food & beverage outlet, etc
Budget / Dormitory or youth hostel with Motel 6, F1, Hampton Inn, Best
economy shared toilets/showers and common Western, Days Inn, Ibis, Holiday
$ communal area Inn, Travelodge, Hotel 99
(m’sia)
Full service:
offers wide range of facilities, services and amenities, which includes
different types of food & beverage outlets, business center services,
recreational facilities and complete in-room amenities (toiletries and
coffee/tea-making facilities)

Limited (economy) service:

Simple place to rest/sleep, may be in hostels, may share common area
and toilet/shower, no or limited food & beverage outlets, no business
center nor usual recreational facilities such as Tennis court and pool.

Extended-stay & All-suites hotels:

Offers fully-equipped suite-room/apartments for long-staying relocating/
temporary expatriates. Made to feel as cozy-homey as possible.
 1. In US, there is no formal government classification for hotels.
Mobil Travel Guide grade hotels in the US up to 5-star while
AAA (American Automobile Association) 5-diamond
2. In Europe, it is self-managed by industry under hotelstars.eu
(http://www.hotelstars.eu/)
3. In Malaysia and India, under government control by Ministry of
Tourism (India - fees for different category?)

There is so far
NO international
classification
which has been
adopted
1 Star Hotels
 Small Sized & Independent Owned  Family Business
 Facilities are Limited & Simple
 External Bathroom
 Maintenance, Cleanliness & Comfort  Acceptable
2 Star Hotels
 Small to Medium Sized
 External or Internal
Bathroom(Depends)
 Reception, Facilities and Food
Offering  Broader & More
Professionally Presented
3 Star Hotels
 Significantly Greater Quality in
Facilities & Services Compared
to 1 & 2 Star Hotels
 Reception, Public Area &
Restaurant  Larger
 Internal Bathroom with Good
Standard of Comfort &
Equipment
4 Star Hotels
 Provide a Degree of Luxury & Quality in
Interior Design, Furnishing & Equipment
 Greater Services include Concierge,
Room Services, Laundry & etc.
 Better Quality Food in Restaurant with
Specialty
5 Star Hotels
 Spacious & Luxurious Accommodation
with Interior Design & Furnishing that
Quality & Attention to Detail, Comfort
& Elegance
 Exclusive Full Range Services in Every
Single Department from FOH to BOH
 Facilities is Extensive from Pool, Gym
to Shops & Banquet
 InEurope 0 – 4 Stars
 Asia 1 – 5 Stars
 6 & 7 star hotels ???

Burj Al Arab,
Dubai
★★★★★★★
http://www.youtube.com/watch?v=647fN
em490k
 Commercial Hotels
 Largest group of lodging properties
 Cater to business people, tourist, tour group and
people who have meeting
 Located in downtown
 Amenities – free newspaper and morning coffee.
 Have room service, dining room, laundry service,
uniformed service
 Example: The Ritz – Carlton Hotel
 Residential Hotels
 Long term accommodation
 Provide housekeeping service, dining room and room
service
 Rooms may resemble suites in layout and design
 Food and beverage is small & convenient for residential
 Example: The Ascott
 Resort Hotels
 Cater for Vacationers with Feature of Recreational
Activities
 Mostly Located in Seashore, Mountain & Away from
City, but have Transportation
 Minor Located in City Center
 Have Special Activities – Golf, Tennis, Horseback
Riding, Water Sports & etc
 Example: Berjaya Redang Resort & Sunway Resort
 Airport Hotel
 Located Near Airport for Convenience of
Travelers(Stop Over or Flight Canceled Guest)
 Provide Any Level Service, Meeting Facilities &
Hotel Limousines
 Cater Normally for Business Travelers & Airline
Passengers
 Example: KLIA & LCCT
 Casino Hotels
 Transient Hotel with House Gaming
Casinos
 The rooms and food and beverage is
only to support gambling facilities
 Variety of Food Operations &
Subsidized Food and Beverage
 Provide Lavish Entertainment 
Artist & Professional Staged Shows
 Example: Genting Hotels, Sentosa
Island
 Economy Hotels
 Sometimes Called Limited Service Hotel
 Attracted to the Cost Conscious Travelers
 Provide Clean Room & Basic Needs ONLY
 Food Service May Not Provided
 Cater for Vacationing Families, Tour Groups,
Business People & etc
 Example: Seri Malaysia Hotels(Economy Chain)
 Motel
 Mostly Single or Double Stories
 Fewer Amenities & Less Expensive to Operate
 Lower Rates, Basic Accommodations & Roadway
Locations
 Lack of Center Lobby were Well – Suited for the
New Overnight Travelers
 Less Formal, Guest Carry Their Own Bag & Free
Parking & Often Adjacent the Room
 Some provide Swimming Pool & Restaurant Service
 Hostel
 Inexpensive Lodging Caters for Young, Transient
Customers
 Provide Little or No Service & Less Privacy
 Provide Community Kitchen
 Numbers of Nights of An Individual is Allowed to
Stay is Usually Limited
 Bed & Breakfast Establishment
 Called as B&Bs & Provide
Accommodation & Breakfast
 The Owner Lives in Premises &
Responsible for Serving Breakfast
 Personable & Quick Service
 Smaller, More Intimate, Less
Expensive than any Hotels &
Motels
http://www.youtube.com/watch?v=wZp1k9xjDBs
 24 underwater suites
 70 % of each room surface area is transparent
 Site: close to coral reefs
 Waters with high visibility
 Room Features: king-size beds, sitting rooms and library, WiFi
and high-speed Internet access, flat screen TVs, mini bar.
 The suite include large jacuzzi tubs and hydro-spa showers
 Dining
 Sports
 9-holes golf, tennis, beach
volley, bike riding, trail
walking, birding, yoga
 windsurfing, sailing, kayaking,
snorkeling, parasailing
 Submarine piloting activity
 Deep reef excursion
 Diving and walking tours
 spa and fitness centre
 Shops & boutiques
 Conference room
 American Plan (AP)
 Room Rates Includes Three Meals a Day
 Modified American Plan
 Room Rates Includes Two Meals Per Day (usually
continental/ full breakfast & dinner)
 Bermuda Plan (BP)
 Room Rates Includes a Full American – Style
Breakfast
 The Continental breakfast is very light, barely a breakfast compared to
American meals. You always get coffee (or tea) and a pastry, the type
depending on which country you are in. Also, a very small glass of juice
is possible, but that's it.

 An American breakfast is basically bordering on a gluttonous meal. For

example, in a restaurant, as soon as you sit, you are served coffee or
tea. Then we eat eggs and bacon or sausage, for example; and if that's
what we order, we will also be given a pile of hash browns, a plate with
several pieces of buttered toast and a glass of juice. Some people stuff
themselves on pancakes, waffles, french toast along with the bacon or
sausage. Some people even have eggs with those foods also. Basically,
breakfast is a very substantial, filling, high-calorie meal.
 Continental Plan (CP)
 Room Rates includes Continental Breakfast
Consisting of Coffee, Tea, Juices & Rolls
 Bed & Breakfast Plan (B&B)
 Room Rate in a Guest House or Inn Accommodation
Includes a Full American – Style Breakfast
 European Plan (EP)
 Room Rates Includes No Meals