1© 2009 by Nelson Education Ltd.

2 The Accommodation Sector Chapter 9

3© 2009 by Nelson Education Ltd. Objectives  Describe the early history of hospitality and the business of innkeeping.  Give reasons for the growth of the hotel industry after the nineteenth century.  Classify accommodation options available to consumers with respect to price, location, configuration, and category.

4© 2009 by Nelson Education Ltd. Objectives  Describe the functional and organizational structure of an accommodation facility.  Explain what is meant by market segmentation in the accommodation sector.

5© 2009 by Nelson Education Ltd. Objectives  Discuss the environmental/accessibility factors that influence accommodation products and services.  Describe the impact of the Internet on distribution channels for branded and independent lodging properties.

6© 2009 by Nelson Education Ltd. The Modern Accommodation Sector  Origins of the Accommodation Sector  Hotels  Convention hotels and conference centres  Lodging and Entertainment  Parks and Recreation Lodging

7© 2009 by Nelson Education Ltd. Accommodation Ownership  Individual Ownership  Chain Ownership  Franchises  Management Companies  Real Estate Investment Trusts

8© 2009 by Nelson Education Ltd. Accommodation Management  Rooms Division  Sales and Marketing  Food and Beverage  Other Services  Human Resources  Accounting  Security  Maintenance and Engineering

9© 2009 by Nelson Education Ltd. Total Quality Management  Consistency  The TQM Process –Focus on customer –Prevent problems –Build commitment to quality –Promote open decision making –Link to strategic management –Problem solving teams

10© 2009 by Nelson Education Ltd. Productivity  Output in relation to input  Research that leads to new materials or processes  The results of research and knowledge being applied to develop technology  Procedures developed to utilize knowledge and available technology

11© 2009 by Nelson Education Ltd. Yield Management  Balance between supply and demand  Emphasizing the highest rates possible when demand is high  Emphasizing room sales when demand is low

12© 2009 by Nelson Education Ltd. Rating Systems  Canada Select Accommodation Program  Mobile Travel Guide  AAA/CAA

13© 2009 by Nelson Education Ltd. Other Management Issues  Facilities, Guests, and the Environment  Diversity Management  Accessibility –Access Canada Program –Ergonomics –Americans with Disabilities Act –Barrier-free standards and rating program

14© 2009 by Nelson Education Ltd. Methods of Making a Reservation  Hotel Computer Reservation Systems  Airline Computer Reservation Systems  Hotel Representative Companies  Direct Contact  Tour Operators  Web-direct Booking

15© 2009 by Nelson Education Ltd. References  Hotel and Travel Index Worldwide  STAR SERVICE online  Consumer Guides  Internet Web Sites

16© 2009 by Nelson Education Ltd. Current Trends and Issues  Self-Service Kiosks  Goconcierge.net  High-Tech Hotel Amenities  New Brands  The Distribution Challenge  CarePar

17© 2009 by Nelson Education Ltd. Career Opportunities  Employment Outlook Good  Variety of Jobs and Titles  Career Progress  hCareers.ca