Pearson New International Edition International pcl tp indd 1

Travel and Tourism: The Big Picture
Hospitality Industry
Accommodations (Lodging) Segment
Foodservices Segment
Other Hospitality Operations Segment
CLASSIFICATION OF HOTELS
Methods of Classification
Classification by Features and Guest Focus
Full-Service Hotels
Limited-Service Hotels
Extended-Stay Hotels
Convention Hotels and Conference Centers
Resorts and Time-Shares
ORGANIZATION OF HOTELS
Small, Limited-Service Hotel
Large, Full-Service Hotel
Mega Hotel
HOTEL OWNERSHIP AND MANAGEMENT ALTERNATIVES
LODGING INDUSTRY CHALLENGES
Broad-Based Challenges (All Segments)
Operating Issues
Marketing Issues
Technological Issues
Economic Issues
Segment-Specific Challenges
Full-Service Hotels
Limited-Service Hotels
Extended-Stay Hotels
Convention Hotels and Conference Centers
Resorts and Time-Shares
Overview 
of the Lodging Industry
From Chapter 1 of Professional Front Office Management, First Edition, Robert H. Woods,
Jack D. Ninemeier, David K. Hayes, Michele A. Austin. Copyright © 2007 by Pearson Education, Inc.
Published by Pearson Prentice Hall. All rights reserved.
23

---

Chapter Preview
Whether you travel for business or for pleasure, whether you simply want a safe and
clean place to rest or a unique lodging experience, or whether you seek to pay a mod-
est price or have the ability to splurge, the vast lodging industry has accommodation
alternatives available. This chapter provides an overview of the industry and provides
the context within which hotel managers and their staff in all departments, includ-
ing the front office, work. The industry has evolved from a shared sleeping room in
houses located along trade routes to modern properties of all types, many of which
are described in this chapter.
Today’s hotel organizations research the needs of the travelers they want to
attract and, in the process, differentiate their properties from others. Nevertheless,
successful hotels have many common characteristics. One of these is the availability of
highly professional, knowledgeable, and experienced managers who recognize the
importance of providing the appropriate level of guest service at a price that provides
value for guests and profits for owners or shareholders. These managers increasingly
use technology wherever it is cost-effective to do so, and they “walk and talk” the phi-
losophy of quality. They also recognize that their success is driven by the contributions
of their employees; therefore, they use human relations tactics to empower staff and to
encourage employees to find pride and success in the workplace.
A hotel (or any other business organization) is only as good as its employees. In this
book, we will focus on management of the front office—the hotel’s communication cen-
ter. Its efforts are important to property success, as are those of all other departments,
but the front office plays a special role in coordinating the work of other departments.
Every hotel, regardless of size, has a front office (or a person whose work respon-
sibilities involve those associated with the front office). Details about how this