Classification of hotels
Unit 1
Classification of Hotels 6
Case Study. Cultural differences 11
Unit 2
Resort Hotels (Parti) 12
Case Study. Suddenly, Cairo is cool 17
Unit 3
Resort Hotels (Part 2)20 Case Study. Canadian Pacific Hotels (Part 1)26
Unit 4
Types of Hotels (Parti)28
Case Study. Canadian Pacific Hotels (Part 2) 35
Unit 5
Types of Hotels (Part 2) 37
Case Study 1: Canadian Pacific Hotels (Part 3)44 2: Chequing in (Part 1)46
Unite 6
Types of Hotels (Part 3) 49
Case Study 1: Corporate Profile: Hyatt Hotels (Part 1) 55
2: Chequing in (Part 2) 57
Unit 7
The Functions and Departments of a Hotel 60
Case Study. Corporate Profile: Hyatt Hotels (Part 2) 64
Unit 8
Role of the Hotel General Manager (Part 1) 67
Case Study. Corporate Profile: Hyatt Hotels (Part 3) 71
Unit 9
Role of the Hotel General Manager (Part 2) 74 Case Study. Corporate Profile: Hyatt Hotels (Part 4) 78
Unit 10
Hotel Restaurants 81
Case Study 1: (a) Ensuring Guest Satisfaction 87
(b) Friday Evening at the Grand Hotel's 88
Casual Restaurant
2: Personal Profile: Executive Chef 89
Unit 11
Hotel Bars 92
Case Study 1: Bartender, I'll only have water 97
2: Cutlery thieves feed off Duma 99
Unit 12
Classification of Hotel Bars 102
Case Study. Norwegians ban smoking in bars 107
References 110
UNIT 1
CLASSIFICATION OF HOTELS
Pre-reading
1. Read and translate the following international words:
inspect
appeal
represent
guest
famous
total
billion
classification
motel
comfort
interior
selection
price
generate
sophistication
rate
state
criteria (criterion)
decor
percent
2. Read and translate the following groups of words derived from a common root:
1) class — classify — classification — classifier — classified;
2) manage — manager — manageress — managerial -manageable — mismanagement;
3) nation — national — nationally — international — nationalize — nationality — nationalist;
4) market — marketing — marketplace — marketer;
5) part — party — partner — partnership — partial — partially;
6) compete — competition — competitive — competitor;
7) mean — means — meanness — meanly — meaning — meaningful — meaningless — meanwhile — meantime;
8) value — valuable — evaluate — evaluation — devaluate — devaluation.
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Reading
3. Read the text and translate it. While reading try and find answers to these questions:
1. What is the difference between diamond- and star-rating of hotels?
2. What criteria are used to evaluate American hotels?
3. Does the AAA inspect and rate only the U.S. hotels?
CLASSIFICATION OF HOTELS
According to the American Hotel and Motel Association, the United States lodging industry consists of 46,000 hotels and motels, with a total of 3.3 million rooms. The gross volume of business generated from these rooms is $65 billion.
Unlike many other countries, the United States has no formal government classification of hotels. However, the American Automobile Association (AAA) classifies hotels by diamond award, and the Mobile Travel Guide offers a five-star award. Of the more than 21,000 star-rated establishments, fewer than two percent have been awarded five-star status. The guide currently gives the five-star award to thirty-five lodging properties.
The AAA has been inspecting and rating the nation's hotels since 1977. Less than two percent of the 19,500 properties inspected annually throughout the United States, Canada, and Mexico earned the five-diamond award, which is the association's highest award for excellence. In 1996, the five-diamond award was given to fifty-two hotels and resorts in twenty states. Twelve of the properties received both the five-diamond and the five-star awards.
The AAA uses descriptive criteria to evaluate the more than 24,000 hotels that they rate annually in the United States, Canada, Mexico, and the Caribbean (see Figure I).
• One-diamond properties have simple roadside appeal and the basic lodging needs.
• Two-diamond properties have average roadside appeal, with some landscaping and a noticeable enhancement in interior decor.
• Three diamonds carry a degree of sophistication through higher service and comfort.
• Four diamonds have excellent roadside appeal and service levels that give guests what they need before they even ask for it.
• Five-diamond properties have the highest service levels, sophistication, and offerings.
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