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Accommodations and Hospitality Services
6th course
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Hospitality industry includes:
Accommodations industry – characteristics: Seasonality –great flexibility in the use of structures Manpower planning – the industry is labor-intensive, which further compounds the problems caused by seasonality – planning of temporary employment Perishability – accommodation production cannot be stocked and non-utilization is expensive Food and beverage industry
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Historical Development
The term hospitality is derived from hospice, a medieval “house of rest for travelers.” At the height of the Roman Empire inns flourished along major highways, primarily for government officials and persons of importance In Asia, small shelters were placed at stops along caravan routes. pilgrims looked to religious houses to give sanctuary, rest, and refreshment along the way. Food service also can be traced back in history, perhaps as far back as 4000 B.C. when establishments began selling food and wine. Such establishments continued and flourished during the Greek, Roman, and Byzantine periods. 15th century - commercial hospitality ventures - in Europe - the forerunner of the “bed and breakfast” type of accommodation 16th century - some inns and taverns in England began serving meals at set prices at regular meal times. end of the 17th and the dawn of the 18th centuries - lodging facilities which could be called the early versions of hotels made their appearance. the first hotel was opened in London; later in 1794 the City Hotel opened in New York City. In the late 18th century, the term “restaurant” was first used in Paris referring to a dining room, and in the United States, Delmonico’s opened in 1834 offering meals in the English fashion of fine dining. In the United States - the first hotel equipped with modern amenities resembling today’s facilities - the Tremont House - built in 1892 in Boston, Massachusetts. hotels like the Ritz in Paris, France, the Savoy in London, England, and the Raffles in Singapore set standards for service and quality. 20th century - United States - E.M. Statler - among the first to upgrade the guest experience: larger guest rooms with private baths, running water, light switches, telephones, room service, in-room radios, and hotel-to-hotel reservations systems. Further innovations in American hotels included central heating, air conditioning, passenger elevators, electric lighting, and sewage disposal systems.
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Accommodations Classification
many forms of accommodation, classified according to different criteria: Built accommodation or alternative accommodation: hotels, resort properties, destination property, national heritage accommodation, second homes, cruise liners and holiday centers, campsites. Individual or collective accommodation: rented accommodation or holiday villages Profit and non-profit making accommodation: hotels or holiday camps for children or social accommodation
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Accommodations Classification
Hotels: generic meaning, applying to a wide range of property types a property’s type - based on its amenities <- the target markets that the property aims to attract Subgroups: Airport hotels: located within ten miles of an airport Convention hotel: located in major cities, often near a municipal convention center Commercial hotels: located in urban areas with business travelers as the primary target market, usually upscale or midscale. Suite hotels: apartment-style hotel rooms, generally offering more space and upscale amenities. Motor hotels: located close to a highway for automobile travelers
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Accommodations Classification
Resort Properties: activities like golf, tennis, spas, skiing, or a combination of similar recreational activities. resort guest - typically a longer stay client resort properties - more activities and extended amenities than urban hotels. resorts today are becoming more specialized one-stop destination the industry increasingly views itself as part of broader industries - recreation and entertainment.
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Accommodations Classification
Casino/Destination Property: specialized property with gaming as the central activity Las Vegas - new type of lodging - a combination of casino and destination property self-contained destinations National Heritage Accommodations : historic buildings and structures such as palaces, castles, chateaus, monasteries, convents that have been converted to hotels – paradores, pousadas, ryokan, auberges Bed and Breakfasts: privately owned homes and inns from luxury to economy-type accommodations
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Accommodations Classification
Second homes: homes wholly owned by tourists homes with shared collective services (condominiums) - serviced by a management company (maintenance of the apartments, laundry and linen hire, management of common equipment). time shares - individually owned “room/apartment intervals” Increasingly, properties are managed by specialized management companies including several major international hotel management organizations such as Marriott, Hilton Hotels Corporation, and Disney. The US is the largest timeshare area, both in terms of the number of resorts and number of owners. The biggest timeshare market in Europe is UK.
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Accommodations Classification
Furnished rented accommodation: the advantage of elasticity to the tourism supply seasonally rented furnished accommodation - the most buoyant markets are in the Mediterranean resorts cottages and farmhouse accommodation - rural cottages (gites) - particularly in France guest lodging - form of lodging particularly developed in Great Britain, Austria, Ireland, Portugal (estalagem), Italy (pensione) and Greece. Rooms are rented in private houses with breakfast provided. Quality is difficult to control in this type of accommodation.
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Accommodations Classification
Social accommodation: includes holiday centers, family holiday camps, youth hostels and accommodation provided by associations and staff clubs in firms the accommodation is provided on a non-profit basis.
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F&B establishments classification
Food and beverage outlets: more sensitive to economic cycles than most other types of retail businesses typically have high failure rates food and labor costs - 60 to 65% of revenues ratio of profit to sales is very low Hotel-Related Food Establishments full-service international hotels average approximately 30% of their revenues from food and beverage sales – USA 50% of hotel revenues - Singapore and Hong Kong Independent Food Service Establishments individually owned and operated, part of a corporate chain, or a franchise. major food service segment within the travel industry is transportation-related
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Accommodations ownership and management The Emergence of International Hotels
Post WWII development – “good neighbor” policy towards Latin America and the Caribbean – Roosevelt – “hemisphere solidarity” Pan Am – IHC – wholly-owned subsidiary: to serve international passengers to house airline crews 1st Inter-Continental abroad – Brazil 1st Hilton abroad – Puerto Rico Expansion in Europe – ’50s – ’60s - followed American transnational manufacturing companies – aimed at covering “the dollar gap” – part of the Marshall Plan to help Europe help itself European hotels were also developing – Forte, Grand Metropolitan Expansion in the Middle East – ’70s – OPEC prices rise Expansion in the Asia-Pacific – ’70s – fastest growing economic area - China Second round of development – ’80s – single European market – Marriott, Nikko, Oberoi, Taj International Expansion in North America – ’80s - mergers and acquisitions Currently – Europe – 50% of the world’s hotel rooms
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The Emergence of International Hotels American Hotels Chains
American chains are responsible for: the separation of property ownership from hotel management the segmentation of hotel products the standardization of operations the development of standards in hotel construction chain marketing affiliation franchising centralized computer reservation systems Originally – managing a hotel - incidental to the goal of increasing the market value of properties Most US chains expanded by selling off much of their capital-intensive real estate, while retaining management rights Hyatt – separated business and property Brand name and expertise export
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International Hotel Classifications and Standards
Purpose: Standardization – system of uniform service and product quality – creates an orderly travel market distribution system Marketing – advise to travelers on the range and type of hotels available + means of promoting a destination + encouraging competition Consumer protection – minimum standards of accommodation, facilities and services Revenue generation – provides revenue from licensing, the sale of guidebooks etc. Control – system for controlling general industry quality
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Fundamentals of Classification Systems
Registration = form of licensing that may or not require a minimum standard Health, fire-safety legislation etc. Classification = assignment of hotels to a categorical rating according to type of property, facilities and amenities offered Grand luxe, deluxe, five-star, first class superior, first class, second class, moderate, third class, tourist, budget, economy Grading = quality assessment – awarding of special symbols to indicate achievements of high standards
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Fundamentals of Classification Systems
Criteria: The establishment of categories The setting of criteria for each classification Provision for special type of accommodation The establishment of methods of inspection and of classification A separate assessment of the standard of cuisine The establishment of penalties The independence of the classification system from the tax system A means of appeal to a higher authority in case of dispute
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Classification systems in practice
official: national, government implemented – drafted by NTA, in cooperation with hotel trade representatives private (voluntary): commercial – companies or associations involved in the promotion of tourist services Guide Michelin – Michelin Tire Company France – government grading system + commercial rating services 5 grade levels – houses + pictorial symbols
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Classification systems in practice
Mobil Travel Guide - Mobil Oil Corporation One of the most critical, yearly evaluation Voluntary program 60-70% - 1 (good) and 2 (very good) stars, 30% - 3 (excellent) stars, 5% - 4 (outstanding) and 5 (among the best in the country) stars Areas for evaluation: physical structure, furnishings, maintenance, housekeeping, overall service, food service American Automobile Association – Tour Books First – classified in: hotel, resort, motel, country inn, historical property, loge, cottage, ranch, complex Diamonds – 1 to 5: renowned, exceptional, very comfortable and attractive, exceeds requirements in some areas, meet basic requirements 7% - 4 diamonds, 1% - 5 diamonds
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Classification systems in practice
Israel – official - point system: Property and facilities Services and products 1 to 5 stars + five-star deluxe up to 4 years Great Britain voluntary – separates classification (facilities and services) from grading (quality) Classification - 6 levels – 0 to 5 crowns Grading – highly commended, commended, approved Self-evaluation AA Britain – stars and rosettes (cuisine) Ireland Compulsory system, revised periodically Two-tier – structural and operational criteria The structural portion – 5 categories – roman numeral designation; The operational portion – 4 stars Spain – compulsory classification system Responsibility of regional authorities No national standard criteria Sweden, Switzerland – classification based on prices Other countries – minimum no of bedrooms, quality of hotel management (Cyprus); indicative official guides (Germany, Denmark)
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World-Class service standards
“World-class” – unofficial standard – hotel that provides a level of luxury and range of services equal to any other in the world Target prominent world travelers, who can lend their prestige to the status of the hotel Classic hotels with long-standing traditions, well maintained and refined over the years Culturally sensitive service Hotel with a visionary strategy
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American Hotels Chains HILTON
The Plaza, Waldorf-Astoria, Statler Hotel chain International expansion: Strong US dollar Increasing travel demand Improved commercial air travel Marshall Plan First hotel company to be listed on the NYSE 1949 – Hilton International (wholly-owned subsidiary of Hilton Hotels) – modern hotel management contract – 1964 – spun off - listed Joint Hilton Reservation Service 1979 – Vista International – expansion of HI in the US 1983 – HH – Conrad International – outside US Brands: Hilton, Conrad, Scandic, Coral Also: Hilton Worldwide Resorts, time-share company Hilton International Grand Vacations and the LivingWell chain of health and fitness clubs that operate inside hotels and as standalone clubs. February 2006: sale of Hilton International to HHC completes
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American Hotels Chains INTER-CONTINENTAL
the world’s largest hotel operator by bedroom numbers IHC – 1946 – wholly-owned subsidiary of Pan Am Rapid growth – acquiring new properties: In Asia – the first company to open a hotel – Bali In the Middle-East – Lebanon ‘80s - Eastern Europe – the leading international hotel group represented here Two-tier operator lesser properties – Forum Hotels classic and newer properties – Inter-Continental Unique hotel architecture, restoration of hotels – palaces, government buildings – local environment 1981 – Grand Metrolpolitan (UK); 1988 – 60% Saison Group (Japan), 40% SAS International Hotels; 1991 – Saison Group; 1998 – Bass Plc - > Six Continents Hotels separation: Hotels – Inter-Continental Hotels Group: IC, Crowne Plaza, Holiday Inn, Holiday Inn Express, Indigo, Staybridge Suites, Candlewood Suites Restaurant and pubs part of Six Continents became Mitchells& Butlers Plc 2003 – change - from investing heavily in hotel properties to a hotel franchise and management company with only a few owned assets. industry-leading asset sale program - many of the hotels have remained under IHG brands with management or franchise contracts, thereby creating a future income stream for IHG.
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American Hotels Chains INTER-CONTINENTAL
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American Hotels Chains HOLIDAY INN
Start – standardized motels across US Limited amenities, clean rooms, low rates, attention to detail 1960 – first property outside US – Montreal extended franchising and national reservations network Diversified with new lodging concepts 1989 – Bass Plc
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American Hotels Chains SHERATON
Acquisition of distressed properties 1949 – acquired two Canadian hotel chains inter-continental linkage – Tel Aviv Sheraton Innovation and expansion: Reservatron – the industry first automated electronic reservations system First chain with a toll-free number 1968 – subsidiary of ITT 1985 – first to open a hotel in China First to sign a joint venture with the Soviet Union Starwood Hotels and Resorts Worldwide: Four Points, St. Regis, The Luxury Collection, W Hotels, Westin, Le Meridien, Starwood Vacation Ownership, The Luxury Collection . aloft - a sophisticated select service brand offering loft-like guest rooms, enhanced technology, and landscaped outdoor spaces for all-day socializing
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American Hotels Chains MARRIOTT
leading player in the international hotel, timeshare and corporate accommodation markets Hotel brands Marriott Hotels & Resorts (full-service, upper-midscale brand) JW Marriott Hotels & Resorts (full-service luxury brand) Renaissance (full-service upper- to mid-scale brand) Courtyard by Marriott (select-service three-star brand) Ritz-Carlton Hotel Company (full-service luxury brand) Fairfield Inn by Marriott (select-service economy brand) Bulgari Hotels & Resorts (full-service luxury brand in partnership with Italian jewellery firm Bulgari) SpringHill Suites by Marriott: (select-service, all-suite brand) Extended-stay hotel brands (five days or more) Residence Inn (home-away-from-home brand: suites include kitchens) TownePlace Suites by Marriott (mid-priced, extended stay brand) Extended-stay corporate accommodation brands (30 days or more) Marriott Executive Apartments Marriott ExecuStay Timeshare resort brands Marriott Vacation Club International The Ritz-Carlton Club (private residences for members in prime resorts) Horizons (value-for-money brand) Marriott Grand Residence Club (sited in premier, second-home destinations)
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American Hotels Chains HYATT CHOICE HOTELS INTERNATIONAL
Hyatt Hotels Corporation – upscale urban hotels Hyatt Regency – premium upscale – “total experience” – unique in-hotel dining facilities Hyatt International – management company Camp Hyatt – industry’s first chain-wide children’s program Choice Hotels International 2nd largest franchise hotel system in the world Brands: Comfort, Quality, Clarion, Sleep, Rodeway, Econo Lodge, Friendship First chain to: implement non-smoking rooms program introduce midpriced all-suites pay travel agent commissions in every major foreign currency introduce the concept of brand segmentation – three-tired hotel system: Limited-service budget hotels: Comfort Inns Full-service midpriced hotels: Quality Inns Full-service luxury hotels: Clarion Hotels and Resorts All-suites: Comfort Suites, Quality Suites, Clarion Suites Economy-priced: Sleep Inns, Clarion Carriage House Inns
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American Hotels Chains RADISSON HOTELS & RESORTS
Radisson Hotels & Resorts - one of the lodging brands of Carlson Hotels Worldwide. Carlson Hotels Worldwide is part of Carlson Companies, Inc. - one of America's largest privately-owned corporations. Global presence and expansion into new markets - key part of Radisson's heritage. Radisson opened the first American-managed hotel in Moscow and today has several locations throughout Europe and the Middle East. Growth strategy - management agreements, licensing and partnerships with existing hotel companies. company's highly successful partnerships: Rezidor SAS Hospitality's development of Radisson SAS hotels Radisson Edwardian Hotels in the United Kingdom. the Carlson family of brands and services are: Regent Hotels & Resorts®; Radisson Hotels & Resorts ®; Park Plaza Hotels & Resorts ; Country Inns & Suites By Carlson; Park Inn® hotels; Regent Seven Seas Cruises® ; T.G.I. Friday's® and Pick Up Stix® restaurants; Carlson Wagonlit Travel; Cruise Holidays; All Aboard Travel ; Cruise Specialists; Fly4Less.com ; CruiseDeals.com ; Results Travel; Carlson Destination Marketing Services; Carlson Leisure Travel Services; SeaMaster Cruises® ; SinglesCruise.com®; CW Government Travel; Carlson Marketing®; Peppers & Rogers Group® ; and Gold Points Reward Network® , an online/offline consumer loyalty program.
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American Hotels Chains FOUR SEASONS HOTELS AND RESORTS
Canadian-based company that manages an international portfolio of luxury five-star hotels and resorts. Worldwide occupancy: 69.2% Worldwide average daily rate: US$349 Worldwide revenue per available room: US$228 The group has three main business divisions: Four Seasons Hotels and Resorts: five-star hotels in major city centers and resort destinations Four Seasons Residential Properties: luxury serviced homes Four Seasons Residence Clubs: luxury timeshare properties
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American Hotels Chains CENDANT CORPORATION
Real Estate Services – Realogy Hospitality Services (including Timeshare Resorts) – Wyndham Worldwide Travel Distribution Services - Travelport Vehicle Rental businesses – Avis Budget Group Wyndham Hotel Group encompasses nearly 6,500 franchised hotels and more than 543,000 hotel rooms worldwide under the Super 8®, Days Inn®, Ramada®, Wyndham Hotels and Resorts®, Baymont Inn & Suites®, Wingate Inn®, Travelodge®, Howard Johnson®, AmeriHost Inn® and Knights Inn® brands. All hotels are owned individually and operated independently or by a Wyndham Hotel Group subsidiary In conjunction with the acquisition of the Wyndham Hotels and Resorts brand in 2005, the company established Wyndham Hotel Management Company, a lodging management services subsidiary. Wyndham Hotel Group International, another subsidiary, franchises 380 hotels representing nearly 52,000 rooms in 48 countries outside of North America under the Days Inn, Howard Johnson, Ramada and Super 8 brands.
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European Hotels Chains FORTE PLC, CLUB MED
Forte Holdings – catering, duty-free shops, motorway service areas, hotels Merged with Trust House – restoration of old coaching inns Growth – alternative expansion means – joint ventures, new lodging concepts, acquisitions (Travelodge chain – US) 3 brands – Forte Crest Hotels, Forte Posthouse Hotels, Forte Travelodge 3 “collections” – Forte Exclusive Hotels, Forte Grand Hotels, Forte Heritage Hotels; Rocco Forte – luxury brand Owns many of its properties Granada Group buys Forte and subsequently merges with contract caterer Compass (in 2000) and then de-merges in February 2001, leaving Compass with the Forte hotel, restaurant and contract catering businesses. Acquired Le Meridien, then sold to Nomura Club Med – founded as a sports association – vacation village – Mallorca ’80s – change of image – broader, wholesome family approach “rent-a-village” concept packages in only one week units Club Jr, Club Renaissance, Les Villas – small upscale hotels design for guests visiting nearby tourist attractions
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European Hotels Chains ACCOR, LE MERIDIEN
Accor – operates hotels in more countries than any other hotel chain Expansion strategy – to promote a strong F&B operation Operates numerous brands and lodging products: Sofitel, Novotel, Mercure, Ibis, Urbis, Formule 1, Motel 6, Etap, Dorint Resorts and Spa Expanding largely through acquisition Goal – to dominate the midscale market in Europe and budget hotel market worldwide Meridien – created by Air France Expansion has followed the pattern of Air France’s routes 1994: UK hospitality giant Forte buys the 85-strong Le Méridien chain strategic alliance with Nikko Hotels International, which is owned by Japan Airlines 2001: Nomura International’s Principal Finance Group buys Le Méridien from Compass 2005: Starwood Hotels and Resorts completes the acquisition of the Le Méridien brand, management and franchise business Elegant hotels in which people feel comfortable – fashion, French cuisine alliance with Kempinski Hotels (Lufthansa Airlines)
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European Hotels Chains RIU HOTELS AND RESORTS
1953 – first hotel in Mallorca in the context of this internationalization, the RIU family, owners of the chain, set up a company with their traditional German partner TUI (Touristik Union International), the largest tour operator in Europe. Classic hotels: 3-4 stars, aparthotels Club hotels: 4-5 stars, all inclusive Palace hotels: 4-5 stars, RIU Palace - singular hotels located in unique settings and with exclusive service Grand Palace hotels: 5 stars – luxury – Gran Canaria
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European Hotels Chains GRUPO SOL
1976 – Sol Hotels brand – expansion into Costa del Sol First property outside Spain – Bali, Indonesia 1987 – acquired Cadena Melia – prestigious chain Sol Hotels – three and four-star resort properties, primarily oceanfront Melia – five-star brand – large resort and urban business hotels Own training school – European-style service and ambiance Other brands: Tryp Hotels, Paradisus Resorts, Hard Rock Hotel, Sol Melia Vacation Club
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European Hotels Chains GOLDEN TULIP
Golden Tulip Hospitality Group - head offices in Amersfoort, The Netherlands and Lausanne, Switzerland; provides services through franchising, management and leasing of individual hotels as well as through alliances, joint ventures, mergers or acquisitions of existing hotel groups in the two, three, four and five star categories; two-star - an alliance with the French B&B hotel chain three-star concept - Tulip Inn - limited-service first-class category four-star category – Golden Tulip - Superior First-Class business and resort hotels five-star Luxury category - Royal Tulip in addition Golden Tulip offers its services through its commercial alliance with TOP International, a German based hotel consortium.
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Indian Chains TAJ GROUP, OBEROI
The Taj Group – subsidiary of Indian Hotels Company, part of Tata Group Flagship – Taj Mahal Hotel – Bombay – 1903 – steel industry Taj International Hotels – New York Present in all major metropolitan cities and tourist towns in India – mix of properties – city hotels, converted palaces, beach resorts Largest Asian-based hotel chain outside the Orient Buys older hotels and renovates them; many do nor carry the “Taj” name Oberoi – subsidiary of East India Hotels Concentrates on the deluxe end of the market Five-star hotels – personalized service – 3 persons/room 60% of its rooms – outside India Focus on profitability and quality assurance Restricted its expansion to Middle East, North Africa and Southeast asia Joint venture with Accor to develop Novotel in India
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Asian-Pacific Chains NEW OTANI, NIKKO, REGENT INTERNATIONAL, MANDARIN ORIENTAL
best Japanese-style hotel company in NY 19 hotels, 4 countries Nikko Subsidiary of Japan Airlines Initial expansion – serving Japanese travelers abroad Goal – to have a hotel in each of the 50 JAL gateway cities Has built almost all of ita own hotels Western in architecture and design, but with Japanese touches Japan – includes a collection of ryokan Regent International Top-level hotels in key cities initially in Asia and the Pacific and gradually expanding in North America and Europe Prime locations, top of the line facilities, award-winning restaurants Beverly Wilshire Hotel Part of the Japanese interest in Regent – sold to Four seasons (canadian hotel chain) Mandarin Oriental Hong-Kong-based Listed on the HKSE Unrelated to the Singapore Mandarin Group Strong reputation for the name – among the best hotel operators in the world Small number of hotels Expansion outside Asia – equity purchases
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African Chain SOUTHERN SUN HOLDINGS
Subsidiary of South African Breweries Ltd., the largest owner and operator of hotels n the African Continent Publicly listed company – Johannesburg SE Southern Sun Holdings South African Holiday Inns Southern Sun Timeshares 50% stake in TFC Tours travel group
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