TRAVEL ACCOMODATIONS NOTES

Leisure and business segment 

SMERF = social, military, education, religious, fraternal (scouts, intermedia, touristica…) 

FIT business = free/independence individual travel -> best available rate (bar rate) 

Business segment = corporate business (corporate rates) 

Individual corporate travel and group corporate travel (a group is considered 10 and above) 

Bleisure segment = blending business with leisure 

People who stay minimum 7 nights = extended stay segment – 10 rooms, not individuals 

Guests that missed their flight = stranded flight guests 

Guests that are not showing up to their booking = no show (will be charged if it’s not 6pm cancellation, no refund). It depends on what type of rate you have. 

Clients of the property (not travellers!), a client who is dealing with you = travel agency rate 

Whole salers = who buys rooms in bulk and then distributes them to their clients/guests 

Online travel agency = OTA (know your customers) 

There is a loyalty program for the guests. It is important to keep it up. 

Food and beverage: food packages (breakfast included or not…). People now are more tended to go outside. 

First time guests and repeat guests. Repeat guests = know what they want. 

Leisure = they book their trip by themselves, through a travel agent to go for more than one night. 

Hotels = deal with travel agencies. 

Incentive = award trip organised by the company. Traveller doesn’t need to pay anything. Incentive organisers are looking for unique opportunities 

Business = people who travel for their work. The costs are on the company. 

Upgrade = you give a premium room type for the price of a normal room type 

Upsell = you let the customer pay for a premium room type 

Different reasons for travelling: incentives, conventions … 

Travel agents, tour operators … are buying the rooms for their clients. 

Tour operators sometimes work with travel agents. Tour operators = overkoepelend 

Travel agents work under the buying power of tour operators. 

Travel management companies = next to the tour operators. They manage travelling. 

Tour operators = leisure side. 

TMC = travel management company 


  1. Trends in Accommodations

    • Post-COVID travel has shifted focus from bucket-list adventures to meaningful experiences with family and friends.

    • Popular trends include sustainable practices, personalization, contactless services, and integration of technology (e.g., AI and voice control).

  2. Key Travel Trends

    • Sustainability: Emphasis on eco-friendly practices.

    • Hyper-Personalization: Tailored guest experiences.

    • Wellness Tourism: Focus on health and relaxation.

    • Bleisure Travel: Combining business trips with leisure activities.

    • Workations: Working remotely while traveling for an extended period.

  3. Glamping

    • Fusion of "glamorous" and "camping." Offers luxurious camping with modern amenities like private baths, luxury bedding, and unique experiences in nature.

    • Features: Close to nature, pest control, and eco-friendly structures.

    • Examples: Safari tents, treehouses, bubble domes, etc.

  4. Staycation

    • Taking leisure trips close to home or within one’s country. Became popular during COVID and continues due to sustainability, cost efficiency, and time savings.

  5. Workations and Coworking in Hospitality

    • Increased demand for facilities like strong Wi-Fi, business centers, quiet spaces, and coworking spaces in hotels.

    • Appeal: Better work-life balance and creative environments.

  6. The Hotel of the Future

    • Sustainability will remain central, with innovations focused on local sourcing, personalized services, and using technology for seamless experiences.


Hotel segments 

  • Price level segments 

  • Hotel type segments 

Hybrid hotels 

  • Mixed use & integrated hotels 

Location -> city hotels, rural hotels, suburban hotels, urban hotels 

Target market -> every continent: Asia, North-America … 

Some hotels also focus on culture 

Why is it important? 

  • It allows you to target a certain consumer group. 

  • It allows you to meet customer needs. 

  • From a career perspective: where do I want to work? 

Price segments 

Budget segment: 1-2* rating 

  • Location is outside city centre, near airports, along motorway 

  • Usually less than 75 rooms 

  • Offer basic comfort 

  • Usually no yield management, just one price 

  • Small organizational structure 

  • Payment done when you book 

  • Usually part of a larger chain 

  • Usually no restaurant, only vending machine or retail shop 

  • Outsourcing of various services 

  • No night concierge – enter with access code 

  • Each employee has multiple operational tasks 

  •  

Midscale segment: 3-4* rating 

  • Variety of services and amenities of good quality, for midscale price 

  • Simple guest room to maintain quality over time 

  • You should clearly communicate which service you (don’t) offer to avoid disappointment 

  •  

Upscale segment: 4-5* rating 

  • Custom made room, design and furniture 

  • Guests expect privacy, discretion, personalised service 

  • Large organizational structure 

  • Service and guest satisfaction are most important (guest relation department) 

  • 24h staffed reception service 

  • Optimized sales via different distribution channels and different partnerships 

Deluxe segment: 5* rating 

  • Upper upscale segment 

 

Chain hotel = a hotel, part of a series or a group of hotels operated by the same company or owner. Not an independent hotel. 

Example: Grecotel white Palace, Iberostar Paraiso Beach 

Hotel chain = an administration company that manages several hotels having the same name/brand but located in different areas (regional, national or international) 

Parent company = company owning hotels or hotel chains 

An independent hotel affiliates itself to a chain by: 

  • Hard-branded 

Hotel takes brand name of the chain and its identity 

  • Soft-branded 

Hotel keeps most of its own identity 

  • Not branded 

Hotel keeps its individual mane and own identity 

Advantages for an independent of belonging to a hotel chain 

  1. Sales benefit: returning customers, cross-selling, loyalty system 

  1. Yield management: monitor supply and demand, revenue optimisation 

  1. Promotions/marketing: enhancing the recognition and reputation 

  1. Transparency, uniformity: you know what to expect 

  1. More financial power: larger campaigns, prime locations 

Advantages for guests 

  1. Standardised services and quality, transparency, you know what to expect 

  1. Loyalty points and benefits 

  1. Identification and differentiation in the mind of the consumer 

Disadvantages of belonging to a chain 

  1. Lack of independency 

  1. You decide against uniqueness 

  1. Slower decision-making process, less flexible 

  1. Less local embedded 

  1. Less individual/personal 

Independent/integrated/incorporated hotel group 

  • 1 owner (family, company, holding, financial institution) 

  • They own the hotel and the brand 

  • Hard-branded and soft-branded hotels 

  • Diverse portfolio of brands and services 

  • Same standard of comfort facilities and services 

  • Wide exposure, joint promotion, one image, one loyalty program 

  • Can be combined with owned, managed, leased and franchise strategy 

  • Own system for revenue and pricing 

  • Like an administrative company running the hotels 

  • Example: Marriott, Grecotel, Radisson. Riu, Hilton 

Highlight => most important!!! 

Different types or affiliation hotel chains: 

Referral/consortium/voluntary/open/affiliated 

  • Can be branded, soft-branded or non-branded hotels 

  • Membership affiliation 

  • Independent hotels with common (quality) criteria or market position 

  • The chain will promote its hotel members and increases their sales and visibility – benefit in marketing and sales/reservations 

  • Hotels maintain control of business strategy, yield management, amenity offering, design 

  • Usually 5-year contracts 

  • Popular since impact of COVID: provides certainty and back-up, quick expansion worldwide possible 

 

  • Best Western Hotels and Resorts: franchised agreement-model only, world known brand recognition 

 

  • Van Der Valk hotels: a Dutch family-owned hotel company, franchise model but mostly run by family members 

 

  • Leading hotels of the world: soft-branded hotels, yearly membership fee, luxury properties resembling specific criteria, mostly individually owned 

 

  • Pandix hotel: investment & management group, owning and operating branded and non-branded properties 

 

InterContinental Hotel Groups (IHG) 

  • A multinational that operates as the parent company for several hotel chains 

  • The largest hotel company measured by the number of rooms 

  • HG manages … 

Why do Hilton and Marriott have so many brands? 

  • To serve different customer segments 

Respond to the needs of certain customers who want the luxury, but want the same services 

 

 

Rebranding = change brands by moving to a different chain 

  • Or change the brand withing the same chain 

  • Or an independent hotel that turns towards a chain 

  • Or a chain hotel turns independent 

-> impact on hotels income and chain income 

  1. Boutique Brands 

  1. Lifestyle Brands 

  1. Soft brand affiliations 

Trends in rebranding 

  • With a hotel’s age, it’s less likely to turn from independent to a brand or across brands 

  • Luxury and mid-scale hotels are rebranded more frequently 

  • We found that larger or taller hotels are more likely to change chain affiliation 

  • Larger of taller hotels are less likely to upscale but more likely to downscale 

Branding trend: boutique hotel features 

  • Unique, design, centric, one-of-a-kind, not mainstream, create a special felling, character 

  • Best possible location 

  • Personalised service 

  • Small (US: up to 300 rooms, Europe: up to 100 rooms) note: size is no longer an important feature of boutiqueness 

  • Upscale to luxury segment 

  • Boutique hotels create intimacy & leave an emotional impact 

History of boutique hotels 

  • Emerged in the US beginning in the 70-80s 

  • Credit for the first boutique hotel => Bill Kimpton -> launched his first Kimpton hotel … 

Characteristics of boutique hotels now 

  • Line between boutique hotels and mainstream hotels started to blur 

  • Changing traveller tastes and technology had opened the door for larger brands/chains to follow the boutique hotel model 

  • Boutique and independent hotels started off as synonymous, but that’s no longer the case because every chain has their boutique hotel 

  • Example: W-hotels leading the charge, started recognizing the boutique hotel model as a concept they could adopt. Today W-hotels is part of the … 

Branding trend: lifestyle hotels 

  • Are the Next Generation Boutique Hotels 

  • Usually select service, with F&B facilities on site 

  • Midscale to upscale segment 

  • Always with a lounge 

  • Create community-feeling 

  • Local experiences 

Branding trend: soft-branded hotel 

  • Individually owned hotel, affiliated to a brand/chain 

  •  

  •  

Hotel brands trend conclusion 

  • Hotel brands do matter to hotel owners 

  • Rebranding a hotel is common but costly 

  • More hotels are trying to be different and special: they face the danger of ultimately looking the same = convergence 

 

Lodging segmentation= lodging divided by category or type, like size, function, target market, etc… 

Why is it important: 

  • to target a certain consumer group 

  • to meet customers needs 

  • from a career perspective: where do I want to work? 

  • to obtain licence to operate 

 

two types of accommodation according to the Flemish lodging decree;  

  • room bound: hotel, b&b, holiday home and hostel 

  • site bound: campsite, camper area and hotel park  

 

vacation or holiday home:  

  • tourists have the right to use the whole property  

  • Has a seating area, private cooking facilities, a dining area, private bathroom, a toilet and one or more sleeping rooms. 

  • There are 5 comfort levels 

  • Lockable entrance  

  • The operator or his representative can be reached by tourists staying in the house, during office hours. 

 

Holiday park: 

  • At least 70% of the accommodations are rented out for a short period of time (max 31 days) 

  • The other accommodations or camping places are intended for tourists in transit with their own stay 

  • There are 5 comfort levels 

Hostel: 

  • Sleeping quarters for at least 4 guests 

  • Guests can share a sleeping space independently of each other  

  • Per sleeping space there is a locker 

  • There is a common area where guests can meet each other  

  • There is no comfort classification  

 

B&B: 

  • Central = contact with the owner  

  • Is part of the owner’s home or is attached to the owner’s home 

  • Operator or daily 'manager' has his place of residence and domicile at address of the B&B and is permanently available. Tourists are personally welcomed to the B&B by the host. 

  • Tourists have access to space where contact with the host is possible. 

  • max. 15 guest rooms and for max. 32 guests 

  • Breakfast is offered. 

  • Individual bathroom or toilet // or sanitation per 6 sleeping places. 

  • A B&B can have maximum 4 comfort levels. 

  • Guest rooms are always rented as a whole, are lockable rooms, entrance with room number or name. 

 

Camping:  

  • the tourist can camp for a max of 31 day 

  • at least 15% of the total number places are camping pitches  

  • each campsite has also a paved area, place with drinking water tap and a point for waste water 

  • there are 5 comfort levels 

 

Camper/ RV ground: 

  • only camper cars on a camper site 

  • if it is a larger area for 9+ camper: one paved area with drinking water tab and a point for waste water 

  • at least 50% of the places have own electricity connection 

  • there is no comfort level 

 

Hotel: 

  • following the comfort standards and specific minimum operating conditions of the hotelstar union 

  • classification of 1 to 5 stars 

 

hotel segmentation: 

  • business hotel 

  • residential hotel 

  • condotel 

  • airport hotel 

  • casino hotel 

  • timeshare hotel 

  • private residence club 

  • vacation club 

  • landmark hotel 

  • design hotel 

  • motel  

  • hotel <-> resort 

  • convention hotel 

 

Business hotel or corporate hotel: 

  • Caters towards the business segment.  

  • It has meeting rooms some 

  • Close to city center  

  • Expense account travelers 

  • Low weekend occupancy 

 

Residential, aparthotel, all-suites or extended stay hotel: 

  • Apartment with a kitchen 

  • With hotel service 

  • Using hotel type booking system 

  • No fixed contract, usually for a minimum of 5 to 7 days 

  • With maid services 

  • With grocery stores, office space, office equipment, laundry facilities, … 

Condotel:  

  • Apartments made into a hotel  

  • Individual apartments with private owners 

  • Provides bigger rooms 

  • All advantages of a hotel (cleaning, food, …)  

  • Hybrid between a condominium and a hotel 

  • It also has a rental option 

  • Located in tourism hotspots 

  • More amenities than a hotel (kitchen, private bathrooms, …) 

  • Unit owner= cooperation, investment company or individual 

  • Unit owner use this as ‘vacation home’ or permanent residence 

  • When owner is not present, apartment can be rented as hotel room via management company 

 

Airport hotel: 

  • Shuttle service, plenty car space 

  • 24h room service 

  • Usually bigger hotels (200-600) rooms 

  • Rooms renting also per hour 

  • Focus on the quality of the sleep of the quests 

  • With meeting space 

  • Park & fly option is getting popular 

  • Higher than average OCC rate 

 

Casino hotel: 

  • Focus on revenue for gambling  

  • Excellent hotels, good price value 

  • Many have large meeting space 

  • A lot of group businesses  

  • Shopping+ entertainment+ travel 

  • Entertainment such as nightlife, good dining, theatre and concerts 

 

 

 

 

Timeshare hotel:  

  • Joint owners share a property for fixed 1-2 weeks per year 

  • Payment is made in advance for a fixed number of years 

  • Contract for specific week and unit size 

  • inflexible 

  • usually units in 2-3-4 star resorts or condominium building 

 

private residence club: 

  • a type of timesharing but with ownership 

  • 5 star, high end 

  • Luxury stays extras; cat at your disposal, butler service, private chef, nanny, … 

  • 3 – 13 weeks  

  • Prime location; beach, ski lift, golf course 

  • A sense of belonging, exclusive experience  

 

Vacation club/ destination club hotel: 

  • Membership, not ownership 

  • Points based system, points as currency  

  • More flexible program 

  • Resort unit in different destinations 

 

Landmark hotel:  

  • Historic building with legacy  

  • Renowned worldwide over centuries  

  • Art deco art and architecture 

  • Grand hotels 

  • Official city landmark hotels 

 

Design hotel: 

  • Focus on visual concept and interior decoration 

  • The appearance is main appeal of the hotel 

  • One-of-a-kind properties, exclusive and luxury  

  • Designed by famous architects  

 

Freeway-motel-moter hotel: 

  • Budget, low cost 

  • A single building of connected rooms 

  • Usually having each room entered directly from the parking area 

  • Next to the highway 

  • Easy accessible 

 

Convention hotel: 

  • Designed to hold meeting or gatherings  

  • For MICE traveler segments 

  • At least 50-80 rooms, possible more than 450 rooms 

  • Often with leisure faculties, full service accommodations 

 

Resort:  

  • All in 

  • People often don’t leave the resort, everything they should need is there  

  • Often in a remote area  

  • They provide stores, entertainment, … 

  • a destination on itself 

  • resort + casino + retail + 
    entertainment 

  • mega-structures (>3000 rooms) 

  • massive number of activities and 
    transactions each day 

  • growth strategy via ‘brand 
    partnerships’ with other hotels, retail, 
    restaurants, casino, entertainment 
    companies 

  • various types / prices of rooms 

  • for diverse audience 

 

 

Mixed use properties= 3 different components combines in 1 property  

Benefits: 

  • Exterior energy  

  • “one-stop-shop” experience for guests 

  • opportunity to partner up with a local spa or restaurant group. 

  • provide more experiences to guests 

  • transition your hotel into a lifestyle hub to come back to again and again 

  • allows you to focus on more specific travelers, which can increase sales 
    performance. 

  • opportunity to sell bundled packages as a whole experience 

  • appeal locals and visitors. 

 

Challenges:  

  • enough capacity to host additional guests 

  • manage the multiple tenants, with respect between tenants & brand integrity 

  • it all looks like one style / one concept; 
    search for a balance between the activities; 
    an overall experience, a vision 

  • holistic marketing strategy for all tenants 

  

 Cruises 

What is a cruise? 

Travelling + transportation + accommodation = a floating resort that shows you the world 

You see the world, but not in depth. 

Advantages of a cruise 

  • No packing and unpacking every day to visit different places 

  • More entertainment, on-board activities 

  • Can change route and avoid bad weather 

  • Easy way to visit multiple destinations over greater distances 

Advantages of a hotel 

  • Usually better wifi / internet connection 

  • Lower price entry level 

  • No motion sickness 

  • In average larger rooms / more privacy 

Cruise vs hotel 

Cruise: 2 main divisions 

  • Marine operation: including deck and engine team 

  • Hotel operation: hotel general manager / director 

(including HR, Finance, F&B, Entertainment, Housekeeping, …) 

Same roles as in a hotel? 

  • More logistical problems 

  • More departments to manage 

  • Crew live on board 

-> sometimes same role but different name 

  • Chief purser: supervising all other departments on board 

  •  

  •  

Key players in the cruise industry 

Carnival 

  • Target group: adults (25 – 54 y) 

  • Largest income from beverages and casino 

  • More than 100 ships 

  • Brands: Carnival Cruise Line, Holland America Line, … 

  • About 20 % of all … 

Royal Caribbean Cruises 

  • Target group: 35+ with higher income 

  • +/- 25 – 30 ships 

  •  

Star Cruises Limited 

  • +/- 17-20 ships 

  • Brand: Norwegian Cruise Line 

Cruise markets 

Mass market 

  • Between 2500 – 6000 passengers 

  • Average cost of $ 99 - $ 195 per day 

Middle market 

  • Ships for 750 – 2500 passengers 

  • Average cost of $ 175 - $ 350 per day 

  • Stylish and comfortable 

Luxury market 

  • Average cost > $ 300 per day 

  • Smaller ships – about 700 passengers 

  • Superior service and facilities 

The luxury market is likely to grow in the coming years. Why? 

  • Luxury ship feels more intimate / private 

  • General income worldwide is likely to increase 

  • More onboard facilities and luxury amenities will drive people 

Examples in the luxury market 

  • Hapag-Lloyd 

  • Crystal 

  • Seaborn 

  • Regent Seven Seas 

State of the cruise industry 

 

The sale of cruises in travel agencies 

  • Cruises still represent a significant portion of travel agencies total revenue 

  • Many people search for information online but ultimately book with a travel agency 

  • People count on expertise for details concerning cabins, prices, special products such as Disney cruise line, … 

What is CLIA? 

= Cruise Lines International Association 

  • World’s largest cruise industry trade association 

  • CLIA represents and promotes the interests of cruise lines, travel agencies, ports, destinations and various suppliers and business partners that work in the cruise industry 

  • CLIA provides a platform for collaboration between cruise industry stakeholders and works and works to establish and uphold high standards for safety, security and environmental practices within the cruise industry 

Cruises and sustainability? 

 

  1. Air and water pollution 

  1. Waste generation 

  1. Fuel spills 

  1. Noise pollution 

(copy explanation from ppt) 

Who are the most enthusiastic cruisers? 

  • Millennials 

Source markets 

  • North America remains largest source market 

  • Other markets growing rapidly 

  • Caribbean remains top cruise destination 

  •  

Most popular routes 

  • Caribbean cruises: Bahama’s, DR, Jamaica, Kayman Islands … 

  • Mediterranean cruises: often include stops in cities of ports countries such as France (Marseille), Italy (Genua, Amalfi Coast, …), Spain (Barcelona), Turkey and/or Greek Islands 

  • Alaska cruises: inside passage 

  • Northern European Cruises: Norwegian Fjords, Stockholm, Copenhagen, Sint-Petersburg 

  •  

Some good to know definitions 

  • Back on board time: the latest time you must be on board 

  • Captain’s dinner: one per cruise -> a formal evening where the captain takes a seat in the restaurant and you can talk to him 

  • Cashless system: on the ship you never pay with cash but with a ‘seapass’ -> the means of payment on board 

  • Day at sea: a whole day at sea 

  • Deck plan: the ship’s map 

  • Embarkation port: the port where you embark 

  • Freestyle cruising: a concept where you can choose for flexibility in timetable of the dinner, dress code and table choice 

  • Knot: the speed of a ship 

  • Lido: name of the upper deck 

  • Maiden Voyage: first sailing of a ship 

  • Muster Station: assembly point on a ship during evacuation 

  • Muster Drill: the mandatory safety exercise in which all passengers must participate 

  • Pax: amount of passengers on the ship 

  • Passenger Space Ratio: space per passenger on a ship 

Cabins 

  • Inside cabin: a cabin without windows, located on the inside of a ship and is therefore a lot cheaper 

  • Oceanview cabin: outside cabins with a big window or porthole (cannot be opened!!) 

  • Balcony cabins: also known as veranda cabins, have private balconies where passengers can enjoy the fresh air and scenic views 

  • Suite Cabins: 

  • Family cabins: 

 

L8

Classification system of hotels 

Cultural tourism

the movements of persons who satisfy the human need for diversity, tending to raise the cultural level of the individual and giving rise to new knowledge, experience and encounters. Cultural tourism is commonly associated with education in this way

 

Traditional accommodations

 combination of traditional lodging + authentic cultural experiences based on the traditional way of life of the host community


= “Accommodation facilities, which are built based upon a traditional property with old-fashioned architectural arrangements that provide the country’s traditional cultural experiences to the interests of tourists”.


Difference between European and American system 

Copy from ppt 

  • American system: also based on client reviews 

  • European system: based solely on … 

European hotel star rating 

Advantages 

 

The past 

Each European country had its own classification system. 

Today, as we know it 

  • Classification is not mandatory 

  • Hotel Star Union provides set with rules for European hotels 


Know examples of hotels in different star rankings for the exam! 


Here are examples for each star ranking:

  • 1-Hotel:* Ibis Budget Hotels

  • 2-Hotel:* B&B Hotels

  • 3-Hotel:* Holiday Inn Express

  • 4-Hotel:* Novotel Hotels

  • 5-Hotel:* The Ritz-Carlton

 

Lesson 11 

Type of agreements 

  • Management agreements 

  • Manchise 

  • Lease 

  • Third party management agreement 

  • Franchise 

Hotel business models: who is who? 

Owner 

  • Often real estate investment groups 

  • Independent families or entrepreneurs (small business owners) 

  • Hotel chains 

Operator 

  • Can be the owner or a hotel management company (example: Pandox) 

  • Is running/operating the hotel 

Brand 

Hotel business models: today’s landscape 

 

‘Soft brands’ and ‘collections’ -> collections = to respond to an extra or another source market 

Franchise model = it has to be the same in every place, they apply very strict rules 

Example = McDonalds -> the burgers, fries, … taste the same in New York, Melbourne, here in Belgium, … they have to taste the same everywhere in the world 

Asset light strategy / trend 

What is asset light strategy? 

Trend towards asset-light strategy by hotel chains/brands: 

= less real estate and owned properties 

Example: Airbnb 

Why doing this? 

  • Core business of chain/brand: management 

  • Improving profitability: lower operational cost, minimize financial risk 

  • Growth strategy via affiliation in recent COVID pandemic 

  • Quickly expand in new markets, organic growth 

[example sweater] 

Franchise 

 

Franchisor = responsible for marketing 

Franchisee = has to follow the rules which are set by the franchisor 

 

Luxury hotels are not a fan of franchising model -> they want to control everything, they are not willing to make compromises 

Cheaper than management contract. 

Management contract 

Not only buying property, but also management. You have enough money to outsource the operation. 

What if it’s a scam? -> Not possible. All costs are in the revenue. 

Manchising 

Advantages of a manchising model 

  • A link between a management contract and a total franchising environment 

  • Cost saving compared to long term management contract 

  • Management contract will be turned into a franchising contract, handover of operations to the owner after 2-5 years 

Lease agreement 

Owner has zero control of how it’s operating. 

Third party operator (TPO) 

Provide for example technical services, pre-opening services, hotel operations 

Can be anybody. 

Advantages of working with Third Party Operator (TPO) 

  • TPO’s have often already established relationships with the brands … 

  •  

  •  

The owner doesn’t have anything to say about the operation of the hotel. The third party manages the hotel. Example: Pandox -> they have real estate, but they also manage hotels that aren’t theirs. 

 

Lesson 12 

The document is a presentation for a hotel management course, focusing on learning goals, key performance indicators (KPIs), and operational principles. Here's the summary:

Learning Goals:

  • Understand and apply operational principles in room division and front office.

  • Perform KPI calculations related to hotel management.

  • Comprehend the tasks of various hotel departments (e.g., housekeeping, guest relations, F&B, HR, marketing, accounting).

Key Topics:

  1. Hotel Departments:

    • Rooms Division, Front Office, Reservations, Housekeeping, Guest Relations, Security, Concierge, F&B, HR, Sales & Marketing, and more.

  2. Key Performance Indicators (KPIs):

    • Room Nights (RN): Total room bookings over a period.

    • Length of Stay (LOS): Average duration of a guest's stay, longer stays boost revenue and loyalty.

    • Occupancy Rate (OCC%): Percentage of occupied rooms; includes overbooking strategies.

    • Average Daily Rate (ADR): Revenue per occupied room per day.

    • Revenue per Available Room (RevPAR): Combines ADR and occupancy for overall performance.

    • Gross Operating Profit (GOP): Total revenue minus operational expenses, indicating profitability.

    • GOP per Available Room (GOPPAR): A refined measure of profitability, factoring in room availability.

  3. Examples and Calculations:

    • Explains how to calculate and interpret KPIs like occupancy rate, ADR, RevPAR, GOP, and GOPPAR.

    • Uses practical examples, such as hotel scenarios and competitive comparisons.

  4. Study Material:

    • Includes notes from sessions, articles (e.g., coworking spaces in hotels, rating systems), and exercises.

    • Focuses on European hotel star rating criteria and Flemish Lodging Decree.

  5. Exam Preparation:

    • Review slides and notes, understand operational concepts, and master KPI calculations.

Let me know if you'd like a deeper explanation of any section or specific examples!


Lesson 13 

Flemish lodging decree 

The rules differ in different regions. 

  • Simplifies the administrative rules 

  • In effect for those who allow tourists to stay overnight for a fee 

  • Essential: safety and quality 

  • Both for leisure and business accommodations 

  • With / without a comfort classification (stars) 

  • Valid only in Flanders region 

Airbnb have to apply to the rules. 

Before 2017 -> permit needed for any kind of accommodation 

As from 2017 -> registration required at Tourism Flanders 

Recognition by Tourism Flanders still possible -> leads to the possibility of receiving more grants 

Operators have to comply with all legal obligations such as registration, the basic standards and the operating conditions. 

In case of an incorrect star rating or non-compliancy issues (such as not meeting the standard conditions) -> risk of a fine up to … 

 

Tourism Flanders 

  • “To develop tourism in and to Flanders-Brussels in a sustainable way” 

  • Make the tourist offer in Flanders more attractive 

  • Actively promote Flanders to attract more visitors 

  • Stimulate the further professionalisation of the sector in order to ensure a quality offer for visitors 

Tourism for all 

  • Part  of Tourism Flanders 

[only know what it is in short] 

Travelling should and will become a basic human right. 

Basic Operational conditions for all room-bound accommodations 

  • All amenities and facilities are well maintained, hygienic, function well and are free of defects 

  • Truthful and faithful promotion 

  • Information 

  •  

  •  

Sleeping space(s) – most important 

  • Beds with mattresses and pillows (or similar) 

  • Provision for laying or storing clothing 

  • Can be darkened 

  • Sufficient electrical lighting 

  • Min. 1 free electrical socket per sleeping area 

  • Sanitation area must be lockable 

  • Staying tourists should be able to take advantage of: 

  • Toilet 

  • Shower or bath 

  • Washbin with mirror and free electrical wall socket 

  •  

Characteristics / specific conditions of a vacation home 

  • Tourists have a personal right over the use of the entire property/home 

  • Has a seating area, private cooking facilities, a dining area, private bathroom, a toilet and one or more sleeping rooms 

  •  

Characteristics / specific conditions of a holiday park 

  • At least 70 % of the accommodations are rented out for a short period (max. 31 days) 

  • The other accommodation or camping places may be intended for tourists in transit with their own stay (towing caravan, camper, tent, …) or for permanent stay-over tourists (ex: in their mobile home or having bought a bungalow of their own) 

  • There are 5 comfort levels 

Characteristics / specific conditions of a hostel 

  • Sleeping quarters for at least four guests 

  • Guests can share a sleeping space independently of each other 

  •  

Characteristics / specific conditions of a B&B 

  • Central = contact with the owner / operator / host ! 

  • Is part of the owner or operator’s home, or building attached to the home 

  • Operator of daily ‘manager’ has his place of residence and domicile at address … 

  •  

Characteristics / specific conditions of a camping 

  • The tourist can camp (with tent, camper, trailer caravan) for a max. of 31 days 

  • At least 30 tourists camping pitches / at least 15 % of the total number places … 

  •  

Characteristics / specific conditions of a camper / RV-ground 

  • Only camper cars (aka RV’s) on a camper site: caravans, camper vans, camper trailer 

  • If it is a larger area for + 9 campers: one paved area with drinking water tap and point for discharging waste water 

  •  

 

Lesson 13 part II 

KPI’s 

  • Quantifiable measurements 

  • “prediction for the near future” 

  • How is the hotel doing? 

RN = room nights 

LOS = average length of stay 

OCC % = occupancy rate 

ADR = average daily rate 

RevPAR = revenue per available room 

GOPPAR = gross operating profit per available room 

 

Room nights 

example: “I book holiday for 7 days to Greece” 

= 6 RN 

example: “This group booked 60 rooms, all are staying for 5 nights” 

= 300 RN 

 

Lengths of stay 

ALOS = Average Length Of Stay 

ALOS = Total room nights / total number of bookings 

  • Increase LOS? 

  • Set a minimum LOS, higher one-night price, additional nights free 

  • Why? 

  • Longer LOS gives higher revenue, higher loyalty, can overcome lower demand days 

 

Occupancy rate 

OCC = (number of occupied rooms / number of available rooms) * 100 

  • Occupancy rate per night (%) … 

 

 

Average daily rate 

ADR = room revenue / number of rooms sold 

  • The average daily rate (ADR) measures the average rental revenue earned for an occupied room per day 

  • Shows operating performance of a hotel: higher is better 

  • Easy to compare 

  • Increase ADR with pricing strategy 

  • Boost price per room 

  • Sell more expensive room types 

  • Simple, but limited use. Why? 

  • It doesn’t take the costs in count 

Why lower in 2021? -> COVID 

Why higher in 2022? -> inflation, more demand, recover from COVID 

 

GOPPAR 

GOPPAR = (total revenue – gross operating expenses) / total number of available rooms 

  • Best indicator overall hotel performance 

 

RevPAR 

RevPAR = (total room revenue / total number of available rooms) – ADR * occupancy rate 

  • Limited use 

 

A GOOD MANAGER COMBINES KPI’S IN A HOTEL!!! 

 

Revenue management 

Revenue management = increase profitability, set prices 

  • Rack rate (basic price of a room without any reductions) <-> reduced rates 

  • Seasonality 

  • Allotment = block of pre-negotiated carrier seats or hotel rooms which have been bought out and held by a travel organiser <-> freesale 

  • Overbooking 


Key Takeaways guest lecture sustainability

  • Sustainability is a responsibility, not a competition.

  • Businesses need to adapt to survive in a sustainable way.

  • Renovating hotel rooms may not be sustainable; focus on giving new life to old items.

  • Education and guest involvement are crucial for successful sustainability initiatives.

The lecture emphasized the importance of regulation, environmental policy, and innovative solutions in addressing sustainability challenges in the tourism and hospitality industry.


Innovative Solutions sustainability guest lecture

  • Smart room controls for heating, cooling, light, and blinds

  • Property management systems to centralize data

  • "Go Green" index for measuring sustainability

  • Solar panels on parking lots for electric vehicle charging

  • Water-saving campaigns and guest education 



Flashcards: Glamping & Camping by Joker


Q: What is Joker?

A: A pioneer in sustainable tourism since 1981, specializing in adventurous group tours, individual travel, and flight brokerage.

Q: What are Joker's unique offerings?

A: 17 ViaVia Travelers Cafés, ViaVia Travel Academy (SDG-Voice), and hiking holidays through Anders Reizen.

---

Glamping in the USA

Q: What defines glamping?

A: Luxurious camping experiences with hotel-like comforts, often romantic, eco-friendly, and Instagrammable.

Q: Name some popular glamping trends.

A: Safari tents, yurts, vintage Airstreams, tipis, and high-end tents with unique culinary and stargazing experiences.

Q: Why is glamping popular?

A: Combines comfort with outdoor experiences, appeals to Millennials and couples, supports sustainability, and offers nostalgia.

Q: What is \"Under Canvas\"?

A: A mid-scale luxury glamping chain with locations near National Parks, offering safari and deluxe tents.

---

Camping and Campervans

Q: What are some camping options in the USA?

A: National and State Parks, commercial campgrounds, private stays (e.g., Hipcamp), and boondocking.

Q: What is boondocking?

A: Camping without hookups, often in public lands or places like Walmart and National Forests.

Q: Name popular campervan rental services in the USA.

A: Escape Campervans and Cruise America.

Q: What are the advantages of campervan travel?

A: Nomadic lifestyle, flexibility, and proximity to nature.

---

Camping in Europe

Q: How is camping different in Europe compared to the USA?

A: More official campgrounds, camper parks, and local stays like Campspace and Homecamper.

Q: What is Goboony?

A: A platform for renting campervans in Belgium, akin to Airbnb for campers.

---

Sustainability in Camping

Q: How does Joker promote sustainable camping?

A: By offering eco-tips, supporting local economies, and encouraging slow travel and excursions.

Q: What is the future of sustainable camping?

A: Electric campers and evolving eco-friendly practices.

---

Key Travel Trends

Q: What are current glamping and camping trends?

A: Wilderness tourism, celestial escapes, glampervan journeys, slow travel, and mindful tourism.

Q: Why is glamping appealing to tour operators?

A: Easy to market, fun for families, Instagram-friendly, and offers higher customer satisfaction.

---

Would you like these organized into a separate document?