Chapter 5 The Organization and Structure of Lodging Operations

2. 1 Competencies forThe Organization and Structureof Lodging Operations Identify American hotel classifications and the primary market segments they attract. Describe European hotel market segments and hotel types. Describe the typical organization of an American hotel. Explain the primary responsibilities of the major divisions and departments within a hotel. Explain the importance of cooperation among hotel divisions and departments in relation to guests, suppliers, and the community.

3. 2 American Hotel Classifications Commercial/full-service hotels Airport hotels Conference centers Economy/limited service properties Suite or all-suite hotels Extended-stay hotels Convention hotels Residential hotels Casino hotels Resort hotels Bed and breakfast hotels Boutique hotels

4. 3 Common European Hotel Market Segments Visitors of a specific nationality Sun worshippers Sports fans Cultural tourists Summer tourists from overseas Ethnic travelers visiting their countries of origin

5. 4 European Hotel Classifications Grand or deluxe hotels Four-star business hotels Economy business hotels Resorts (mountain, sea, lake, and spa) Airport hotels Country inns Grand tour operators’ hotels

6. 5 Primary Divisions ofan American Hotel Rooms Food and Beverage Engineering and Maintenance Marketing and Sales Accounting Human Resources Security

7. 6 The Rooms Division Front Office Telecommunications Reservations Uniformed Service Housekeeping

8. 7 Factors InfluencingGuest Wants and Needs The object of the visit The guest’s concept of value Absolute price Social/economic factors Demographics Ethnic or religious background