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Online Final Exam on Hotel and Lodging. I need someone who can score 80\% and above on the Exam. You should be very keen on the instructions and make sure all the answers are answered correctly. Attached are all the 5 lessons notes plus a Summary of all the lessons which is Lesson 6 notes which i will attached once I assign the work. You are required to read through so that you can do the final exam. Please answer all questions correctly I need 80\% and above on the assignment. Attached are the notes. I will provide the rest once I assign the work lesson_1.docx lesson_2.docx lesson_3.docx lesson_4.docx lesson_5.docx Unformatted Attachment Preview Introduction 1 Selecting the right hotel for your client is critical. Many agents fail to realize the importance of the correct hotel until it is too late. While your clients are on their vacation, the hotel--its quality, location and services--can make or break the trip. Hotel reservations will be needed by most of your clients, and hotels pay commissions from seven to twenty percent, with the norm around ten percent. While your clients may seem to expect it, of course, you cannot be familiar with every hotel in the world. However, there are some basics we can look at to prepare you to determine which property is right for your client. After this lesson you should be able to . . . • • • List the qualities hotel guests look for in a hotel Name and describe six types of properties in the lodging industry Differentiate between a resort hotel and other types of properties • Guest Preferences 2 Generally speaking, and in order of importance, today’s hotel guests look for: Cleanliness The cleanliness and upkeep of the rooms and the hotel is the highest rated reason hotel guests give for going back to a particular hotel. Many hotel brands know this and have built empires around the principles of cleanliness and courtesy. Location A hotel in a safe, secure, desirable area is one major location consideration. Another is convenience to activities, the beach, shopping--whatever the client will be doing, seeing and using while traveling. Good Value/Price Leisure travelers are generally more price sensitive than business travelers, and they look for good value for the money. This could include convenient, varied food and beverage facilities and recreational facilities as well as the quality of the room. Quality of Rooms Hotel guests often include amenities like flat-screen televisions, charging docks for electronics, coffee pots, hair dryers, shampoos, conditioners, special soaps, lotions, high thread count bedding, shoe shine kits and wireless in-room Internet service as an important part of their selection process. Helpful, Courteous Staff Most quality hotel chains are actively attempting to upgrade the level of service and personal attention provided by their staffs to guests. An important member of the hotel staff is the Concierge--a hotel staff member who assists guests by providing information and specialized services such as restaurant reservations and theater tickets. Well-trained, courteous, efficient people implementing an effective check-in/check-out procedure rates high with leisure and business travelers. Fast Check-In/Check-Out Guest Preferences ~ continued 3 Favorite Hotel Chains JD Power and Associates surveyed more than 10,000 travelers on 52 hotel brands, excluding Luxury hotels. According to the survey, major factors in guest satisfaction included: quality of rooms, reservation and check-in process, payment and check out process, guest services, and food and beverage service. See the list below for the chains that scored highest in each category. A Forbes survey shows the top Luxury hotel chains. Top Luxury Hotel Chains Ritz-Carlton Four Seasons Hotels & Resorts Mandarin Oriental Upscale Hotel Chains Hyatt Place Hilton Garden Inn Hotel Indigo Springhill Suites Mid-Priced Hotel Chains Wingate by Wyndham AmericInn Best Western La Quinta Inn and Suites Sleep Inn Economy Hotel Chains Americas Best Value Inn Red Roof Inn Microtel Inn & Suites by Wyndham Super 8 Motel Howard Johnson Express Days Inn that while a corporation may use Marriott 89\% of the time, users are only extremely or very satisfied 41\% of the time? That bodes better than Embassy Suites who had the same amount of usage from a company but only scored 22\% on the satisfaction scale. Types of Properties 4 The lodging industry has developed a variety of types and classes of accommodations around the world. Each lodging entity is known as a property. Properties vary greatly in class, size, purpose, ambiance and amenities. As a travel professional, you want to be aware of the various types of properties available. We will provide you with definitions for the following types of properties. The definitions are somewhat arbitrary, but can provide you with a guideline of the distinguishing features of lodging accommodations. Hotel Motel All-Suites Convention Center Hotel Resort Hotel Hotel North American hotels offer private rooms with private bath, front desk services, bell service, food and beverage service and possibly a concierge. Hotels may or may not include parking facilities. Many hotels offer conference and meeting rooms, restaurants and lounges. The average stay at a hotel is one to three nights. Commercial hotels generally serve business travelers and are located in downtown areas, office parks and airport locations convenient to the business traveler. Motel Motels are popular in the United States thanks to the favored mode of transportation, the automobile. Motel generally indicates a smaller property, some with less than fifty private rooms and others with more. All generally come with a private bath, front desk services, with or without food and beverage service or bell service. As the name implies, the motel offers accessible parking at no charge. These properties cater primarily to the vacationing family unit and are generally located in suburban areas, small towns or off interstate highways. The average stay is one or two nights Types of Properties ~ continued 5 All-Suites These properties are apartment-style hotels designed for longer stays. They cater to business travelers staying a week or more. All-suites may or may not include a complimentary full breakfast served in an atrium lobby setting, as well as an after-five reception. The rooms are often two-room suites: a separate bedroom and a parlor. The parlor area frequently features a wet bar and microwave oven. The standard appointments may be upgraded. Some go so far as to offer full kitchen facilities and a shopping service for groceries. Convention Center Hotel Convention hotels are usually large hotels, sometimes in downtown/business areas convenient to or part of convention centers. They are generally quite large and can range from up to two hundred or more rooms, multiple meeting rooms, auditoriums, banquet rooms and resort-style facilities, catering to conventions. that not all international signs translate nicely into English? For example, this is from a Tokyo hotel - It is forbidden to steal hotel towels please. If you are not a person to do such a thing, it is easier not to read this. Please to bathe inside the tub. Types of Properties ~ continued 6 Resort Hotel Resort hotels offer private rooms and suites with private bath, front desk services, food and beverage service, bell service, entertainment and activities, often of a seasonal and/or geographic nature, such as golf, scuba diving, skiing, etc. Resort properties are often selfcontained. A guest does not have to leave the premises for meals, recreation, entertainment or shopping. Parking is often available, and the average stay is generally a week or more. Resort hotels cater to the vacation/leisure market, but this also includes many business conventions, seminars, conferences and incentive travel. Some resorts specialize in facilities, service and ambiance to cater to skiers, honeymooners, health and fitness enthusiasts or dude ranch fanciers. Some resorts are known for their luxurious accommodations and fine restaurants. Some resorts feature the family vacation. You can find a resort to meet almost any client’s needs. Resort Areas 7 Major Resort Areas Throughout the World United States The U.S. has hundreds of resorts and many types of resorts from which to select. Most of them range from very good to excellent. Beach, golf and spa resorts are found in the warmer climates of Hawaii, Florida, Arizona and California with great snow skiing offered at resorts in Colorado, Utah and Vermont. Canada Canada is varied enough to have properties that appeal to every traveler. Resorts in these areas often tend to be smaller, personal and fit well into the environment. Specific areas in Canada include: Canadian Rockies Prince Edward Island Vancouver Island Laurentians Nova Scotia Mexico Mexico offers a wide variety of experiences for your clients, from deep-sea fishing to enjoyment of water sports, Mexicos best vacation resorts are located along its vast coastline. Those areas which offer the widest selections of resort properties include: Baja California Pacific West Coast Yucatan Bermuda, the Bahamas and Sun worshipping, history loving and shopping clients will the Caribbean especially enjoy this part of the world. Most islands have at least one popular resort which will attract many clients. Africa Africas resorts are located primarily in Eastern and Southern Africa and in the Seychelles. Most resorts in Africa will appeal to your more adventerous clients. These resorts are usually well-run. Asia Asia is a huge land mass, but most of the popular resorts are located along the coast. The countries offering the most popular beach resorts include Thailand, Indonesia and Maldives. Australia, New Zealand and the South Pacific This part of the world offers a unique variety of resorts ranging from extremely private and isolated to those with all types of sporting activities. Many resorts are located along beach areas. Europe Europe is famous for resorts, including winter and summer properties. Some of the more popular resorts are found in Ireland and Great Britain. South America Most of South Americas resorts are either located along the coastal areas or in the mountains and will appeal to your more adventurous clients. They are located in Margarita Island, Brazil, Argentina and Chile. Regional Property Types 8 Various countries or regions have developed their own type of properties that fit the culture and the type of traveler the destination attracts. Bed and Breakfast Bed and Breakfast establishments have long been popular in Europe, particularly Englishspeaking areas, and are now finding a market in North America. B&B is lodging that includes a room, full breakfast and possibly a shared bathroom; often in a guest house or a private home. The atmosphere is more like an inn with no front desk service, bell service or security. This type of lodging caters to the leisure traveler as some B&Bs are quite quaint and personable but can be somewhat expensive. Castles and Chateaus Found in Europe, these are deluxe properties that allow your clients to stay in an actual castle or chateau. Dude Ranch Found in the United States, predominantly the west and southwest, these resort properties include ranch-style living, participating in and/or observing ranch life. Regional Property Types ~ continued 9 Gasthaus These are small inns found in Germany, Austria and Switzerland. Hostel Hostels provide low-budget lodging featuring only such basics as a bunk bed and a commonlyshared washroom. The bed may or may not include bedding. Some hostels offer kitchens, showers, dining areas and recreational facilities for common use. Hostels are found more in Europe than in North America. Hostels normally cater to the youth market, including college-age travelers. There are over 4,000 youth hostels throughout the world, but less than 150 in North America. Nonetheless, Hostelling International USA boasts hosting over 1,100,000 overnights a year in its 55 hostels with guests from 100 countries. Membership in HIUSA permits the use of youth hostel facilities throughout the United States and Europe. Kro Found in Denmark, these are country inns featuring local food specialties. Regional Property Types ~ continued 10 Parador Government owned and operated, these are picturesque castles or monasteries found in Spain. Puerto Rico, too, has a network of paradors which are also government-controlled. Pension A pension can be set up in a private home, a small inn or a boarding house. Accommodations are usually simple, and the cost can be considerably lower than a hotel of comparable quality. Pension food is generally served family style at a set time and with a set menu. Similar to hostels, pensions are found mainly in Europe and Latin America. Pousada Similar to the parador of Spain, these are government-controlled historic hotels in Portugal. Introduction 1 You will find a wide variety of accommodations available around the world with a wide variety of classifications and rating systems. One mans first class is anothers budget or economy, and there is no official standardized rating system. However, there are travel guides, hospitality trade associations and even governmental agencies in some countries that have adopted rating systems. Classification systems may involve three, four, five or even ten levels of accommodations and service. Terms vary widely from country to country. After this lesson you should be able to . . . • • Demonstrate your understanding of the variety of classification systems in the hotel industry Identify major hotel chains regarding the class of lodging and service they provide Guest Preferences 2 There are over 100 different methods of classification currently in use. Most systems employ three interrelated criteria to assess a property: Type of Clientele, Price and Service. While some grading systems are commonly used throughout the world, the level of service, amenities and dependability of water, sewage, air conditioning/heating and electrical service may vary widely from country to country. Some countries have a government rating system based on regular inspections to ensure that hotels maintain their standards. However, rating systems remain arbitrary and variable, and you will find that a hotel rated deluxe in one country often compares with first or second class hotels in another. We have selected three representative systems to study. Compare the classifications used by Travel Weeklys Hotel Travel Index with the American Automobile Association (AAA) ratings and the World Tourism Organization (UNWTO) system. Hotel Travel Index Classification System ⚫ ⚫ ⚫ Superior Deluxe - An exclusive and expensive luxury hotel, often palatial, offering the highest standards of service, accommodations and facilities -Elegant and luxurious public rooms -- A prestige address -- Establishments in this category are among the worlds top hotels. Deluxe - An outstanding property offering many of the same features as Superior Deluxe -- May be less grand and offer more reasonable rates than the Superior Deluxe properties, yet in many instances may be just as satisfactory - Safe to recommend to most discriminating clients. Moderate Deluxe - Basically a Deluxe hotel, but with qualifications -- In some 3 ⚫ ⚫ ⚫ ⚫ ⚫ ⚫ ⚫ cases the hotel may be a well-established famous name, depending heavily upon past reputation -- In other cases some accommodations or public areas may not be up to Deluxe standards -- The more contemporary hotels may be heavily marketed to business clients, with fine accommodations and public rooms offering Deluxe standards in comfort, but lacking atmosphere or personal service -- Recommend with caution to fussy clients expecting full Deluxe facilities or much pampering. Superior First Class - An above average hotel -- May be an exceptionally well-maintained older hotel, more often a superior modern hotel specifically designed for the first class market, with some outstanding features -Accommodations and public areas are expected to be tastefully furnished and very comfortable -- May be a good value, especially if it is a commercial hotel - May be recommended to average clients and in most cases will satisfy the discriminating ones. First Class - An average, comfortable hotel with standardized rooms, amenities and public areas -- Dependable but usually nothing special -- May have superior executive level or wing -- May be safely recommended to average clients not expecting Deluxe facilities or special services -- Should also be satisfactory for better groups. Limited Service First Class - A property offering full first-class quality accommodations, but limited public areas, food service and facilities -- Usually moderate in size, the hotel often utilizes a residential scale and architecture and many offer complimentary breakfast and evening cocktails in the lobby or in a small, informal restaurant -- Geared to the individual business/pleasure traveler. Moderate First Class - Basically a first class establishment, slightly below average -- Generally has comfortable, simple accommodations and public areas, though not always kept up to standards -- May be lacking in some features (e.g. restaurant) -- Some of the rooms or public areas may tend to be small and functional -- Usually suitable for cost-conscious clients, but should not be recommended to the fussy or complaining ones. Superior Tourist Class - Primarily a budget property with mostly well-kept, functional accommodations, some up to First Class standards -- Public rooms may be limited or non-existent -- Often just a place to sleep, but may have some charming or intimate features -- May be a good value -- Should satisfy individuals (sometimes even discriminating ones) or groups on a budget. Tourist Class - Strictly a budget operation with some facilities or features of Superior Tourist Class, but usually no (or very few) First Class accommodations -- Should under no circumstances be recommended to fussy or discriminating clients -- Should generally be used with caution. Moderate Tourist Class - Low-budget operations, often quite old and may not be well-kept -- Should only be used in a pinch if no others are available -Clients should always be cautioned what to expect. American Automobile Association Ratings 4 In North America, many hotels are graded by the American Automobile Association. Their system is the most comprehensive in the U.S., but it is designed to cater to automobile travelers. At least once a year a physical evaluation of the entire property including the grounds, landscaping, buildings, and public areas as well as a random cross-section of guest rooms is done noting attention to housekeeping and maintenance and the quality and condition of the furnishings and decor. The ratings represent the overall quality of a property, and guest services are a particularly critical part of the evaluation at the four and five diamond levels. Not only must the physical aspects of the hotel be luxurious, the four and five diamond hotels must also maintain a consistent high level of service. These properties typically appeal to the budgetminded traveler. They provide essential, no-frills accommodations. They meet the basic requirements pertaining to comfort, cleanliness, and hospitality. These appeal to the traveler seeking more than the basic accommodations. There are modest enhancements to the overall room decor, quality of furnishings, design elements, and amenities of the facility typically at a moderate price. These properties appeal to the traveler with comprehensive needs and a degree of sophistication. Properties are multifaceted with a distinguished style, including marked upgrades in the quality of room decor and furnishings, amenities, and level of comfort provided. These establishments are upscale in all areas. Accommodations are progressively more refined and stylish. The physical attributes reflect an obvious enhanced level of quality throughout. The fundamental hallmarks at this level include an extensive array of amenities combined with a high degree of hospitality, service, and attention to detail in the guest rooms, on the grounds and in public areas. These properties reflect the characteristics of the ultimate in luxury and sophistication. Accommodations are first class. 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