Pearson New International Edition International pcl tp indd 1

WHAT DO GUESTS EXPECT AT LUXURY FULL-SERVICE HOTELS?
Guests expect the very best at luxury full-service hotels. Items and services such as the fol-
lowing are common:
•
Concierge services 24 hours a day.
•
Extensive in-room amenities such as monogrammed terry-cloth bathrobes and other
complimentary products
•
Personalized shopping services to replace lost or forgotten travel necessities such as
clothing, luggage, or personal care items
•
Complimentary towels and drinks at poolside or on the beach
•
Personal chefs available to prepare guest-selected menus
•
Private and confidential check-in services
•
In-suite offices complete with in-room fax and clerical personnel available 24 hours
a day
•
Complimentary child-care services
•
Gourmet restaurants that offer a variety of regional and international cuisines and
that maintain extensive and exceptional wine lists
•
Complimentary international newspapers
•
Multiline telephones near the bed, on work desks, and in bathrooms
•
Laundry and tailoring services 24 hours a day
•
Health and recreation facilities that include extensive spa services
•
Twice (or more) daily housekeeping services
•
Complimentary use of luxury autos with unlimited mileage
Full-service hotels attract an important type of guest who does not typically repre-
sent a large client base for other types of hotels: the local resident who uses the proper-
ty’s restaurants and meeting facilities. Because full-service hotels have meeting space,
local business associations, service clubs, and social groups (e.g., chambers of commerce
and Rotary and Lions clubs), may use meeting space regularly. Also, local residents may
attend weddings, anniversary parties, company holiday parties, and political gatherings
in full-service hotels. Even though local residents rarely rent guestrooms from the full-
service hotel, their use of the property’s meeting and dining spaces often represents a
large portion of the hotel’s annual food and beverage and meeting room rental revenues.
People who rent guestrooms at full-service hotels typically are part of a group
meeting or are individual travelers who want unique services. In a successful full-
service hotel, group business often accounts for a third (or more) of the total number
of guest room nights each year.