Pearson New International Edition International pcl tp indd 1

OVERVIEW OF THE LODGING INDUSTRY
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FRONT OFFICE SEMANTICS
Name recognition:
Ability of guests or potential guests to remember and associate with a hotel’s (or
restaurant’s) name.
Brand loyalty:
Interest of guests or potential guests to revisit and recommend a hotel (or restaurant).
The upscale full-service hotel segment is large and includes some of the best-
known names in the hotel business: Hyatt, Radisson, Westin, and full-service
Sheraton, Hilton, and Marriott properties. These hotels range in size from smaller
properties with 200 to 500 rooms to 1,000-plus room properties located in down-
town areas such as New York, Chicago, and Atlanta.
When people discuss the very best hotels in the world, they are talking about