Please enable JavaScript.

Coggle requires JavaScript to display documents.

Airport hotels - Group 8 Rosa Bakker- 233888 Sarah Crevin- 247270 …

- - - - Employees : Airline staff
        
        Open 24hr's/ good food/ silence rooms : soundproofed
      - Leisure travelers : airline passengers who have overnight layovers or suffer cancelled flights
        
        Comfortable stay/ good food / silence rooms : soundproofed
      - Business travelers
        
        Quick check in/outs / silence rooms : soundproofed
      - Extra
- - - - Main target group is airport passengers and the airport business community (The Mercurius Group, 2022).
        An average occupancy rate of 81.2% in the UK in 2019, compared to 76% for regular hotels (Statista, 2024).
  - - - Serve different guest types: business travellers, airline crew, layover passengers etc. (The Mercurius Group, 2022)
        Offer different room types from basic (Ibis, n.d.) to luxurious 5
      - Offer different room types from basic (Ibis, n.d.) to luxurious 5-star stays (Dubai International Hotel, 2022)
      - Lots of services: shuttle services, flexible check-in/-out options, meeting rooms, fitness center, 24/7 dining (Bhatnagar, 2017)
  - - - Peak demand during flight disruptions, business conferences and holiday seasons (Galbraith, 2025)
      - Flight cancellations and weather conditions can cause sudden peaks in demand (Soeg jobs, 2017)
      - Big variations in prices, depending on the season, flight traffic and competition (Soeg jobs, 2017)
  - - - Personalized services such as wake-up calls for early flights, luggage storage, and express checkout or VIP airport service (NH hotels, 2015)
  - - - High visibility in front of house operations: front office, restaurants, amenities
      - Low visibility in back of house operations: housekeeping, maintenance, marketing etc.
- - - - There are different departments in the hotel, each which will be operate independently, with a own manager. Different kind of departments, like housekeeping, marketing and reception (Roelen-Blasberg, 2024)
        
        General Maneger- departments-
        
        Front office, Housekeeping, FB, maintenance, sales and marketing
- - - - Transportation Arrangements: The hotel can offer a pick-up service from the airport to the hotel at the customer's request. This can be a VIP service with an airport greeter.
      - Emergency Assistance :
        Rebook flights, arrange for immediate medical assistance, or coordinate lost baggage claims.
    - - Regarding laundry and linen services: The airport hotel can provide a fast laundry service for linens and personal clothing on request.
    - - The airport hotel can propose late check-out for guests with evening flights, for example.
      - During check-in and check-out procedures, efficient processing of guest arrivals and departures is ensured (including room assignments and billing). They also provides information and assistance on hotel facilities, local attractions and transport.
  - - - The processing of linen for the hotel and its customers is often managed in batches.
    - - The breakfast buffet must be prepared considering the number of guests who will be eating it each morning. So often a large quantities of food have to be prepared in advance, and batch production or purchasing is used.
    - - rooms must be cleaned and prepared to a certain standard daily according to demand. They’re moving room to room with their necessary equipment. Ex : Sheraton Paris Aiport Hotel 252 rooms
  - - - Use of data for personalization purposes.
        Enables the hotel to adapt its services and improve the customer experience.
        (Healey, R., 2023) (Lavi, T., 2023)
      - Inventory management. (WMS Solutions, 2025)
        Data enables the hotel to maintain optimal stock levels.
    - - Customer's personal information to create or update profile
    - - Real-time processing of flight data.
        Enables the hotel to anticipate guest arrivals and departures, improving customer service.
      - Coordinating with airport transportation systems.
        To provide timely transfers
  - - - Services provided such as concierge assistance, shuttle transfers, the ease of check-in
        (KelolaPro, 2024)
    - - Airport hotels host a diverse clientele including business travelers, layover passengers and airline crews, which can lead to different service experiences. (M.Durgut, 2024)
    - - Guests experience the service in real-time as they check in, dine, or use the shuttle service. (Indeed Editorial Team, 2022)
    - - An unoccupied room for the night is perishable. Ferguson (2023)
- - - - Airport hotels need fast check-ins and check-outs, and effiicient room service. (Fogarty, 2015)
    - - The airport hotels need to deliver on their promises. They need to make sure that the wake-up calls are on time, that shuttle services are on schedule, and that the reservations are handled correctly. The Ibis airport hotel in Amsterdam states that their free airport shuttle buses drive every night from 03:45 AM to 00:40 AM and that their breakfast start at 4AM until the afternoon to satisfy also the early flyers. (Jose, 2024) (“Ibis Schiphol Amsterdam Airport , n.d.)
    - - There are a coiuple of differences in the costs then at normal hotels, there is a 24/7 service which leads to higher personnal costs. The distance to the airport and the personal demanding of guests does also have influence of the costs. (Zhang & Zhang, 1997)
    - - Airport hotels must maintain their quality. For example in service quality with well-trained and multilingual staff. Also quality in the comfort of the rooms with soundproofing, comfortable beds, hygiene standards. (Moro, Lopes, Esmerado, and Botelho, 2020)
    - - The flexibility needs to be high, the hotel needs to be able to adapt to the events what is hapenning on the airport itself, like delay and cancellation in the flights, it needs also flexibility in a lot of last-minute bookings. (Suryawan, Prasastyo, & Sutrisno, 2022)
- - - - Before arrival: personalized emails with stay details, transport options, flight-related informatin, loyalty programs or discounts for returning guests
        During stay: 24/7 concierge service to assist with transportation or flight-related probelms, mobile apps for easy communication, room service and feedback, offering quiet rooms, early breakfast optiions or late check-out for travelers
        After stay: sending emails with discount offers for future stays or requesting feedback
        (Campbell, 2013)
    - - Keeping up with traveler expectations: updating meeting rooms to standards (new technology etc.), providing co-working spaces, implementing Smart Technology, improving sleep quality (soundproof rooms, blackout curtains etc.)
        (GNC hospitality, 2020)
    - - Supplier selection and evaluation: Choose suppliers based on quality, reliabilty and cost-effectiveness and regularly evaluating their performance.
        
        Inventory management: Ensuring stock levels of essentials (linens, toiletries and food items) are optimal to prevent shortage.
        
        Collaborative partnerships: Working closely with suppliers is essential to ensure deliveries are on time and correct. It is essential to have back-up plans for urgent replacements.
        (Onder & Kabadayi, 2015)
    - - Booking and reservation system - Using booking systems to handle reservations through different channels
        
        Pre-arrival preparation - Ensuring rooms are cleaned, maintenand and prepared according to standards and special requests are included
        
        Check-in process - Front office or self-service desk to ensure a streamlined process
        
        Room and service delivery - Housekeeping, room service and other needs of the guests
        
        Check-out and payment processing
        
        Post-stay activities - Sending thankyou emails and requesting feedback of the guests stay
        (Geoffrey, 2021)