Presents the characteristics of full service hotels, its guests profile, organisational chart and management challenges among others

1. Full service Hotels
Chapter 6

2. 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.

3. 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

4. Midscale Hotels
Popular
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

5. Upscale Hotels
Brand recognation & loyalty is important
Location- Large cities, near casinos, international airports
or large tourist destinations
Offer more guest rooms & meeting facilities than
midscale restaurants
Provide special services eg gift shop,concierge,
recreational & fitness facilities, extended room service
etc

6. Luxury Hotels
Caters for clients that
Located in a resort area, heart of major cities
Clients demand & are willing to pay for the highest levels
of quality
Domaneted by indipendently owned hotel brands
See pg 81 for a list of amenities

7. 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

8. The Full Service Hotel Traveller

9. Duties of the Unique Managerial
Positions Found Within Full-service
Hotels
F&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

10. Organization Chart for a
Full-Service Hotel F&B
Offers entertainement,
short order menu items,
beverages
In charge of food
production & kitchen
staff
(pg. 83)
Similar in all areas of
Competitive addvantages, revenue or
50% of f&b revenues,
Special events &
banquReetsst. Manager-

11. Some Unique Managerial
Positions in Full-Service Hotels
Food and Beverage Director
Lounge Manager
Chef
Catering Manager
Restaurant Manager
Room-Service Manager
O.H. 5.4

12. Who Receives a Copy of the
BEO?
O.H. 5.5

13. Why Banquets Can Be Profitable
Banquet 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

14. Challenges Confronting
Full-Service Hotel Managers
Increased competition from limited-service
hotels
Increased costs required to operate on-site
food services
Rising construction costs
Difficulties in developing a unified Internet
marketing strategy
O.H. 5.7