ABSTRACT

This chapter discusses the ratings, classifications and structures of hotels as the predominant type of hospitality accommodation. The World Hotel Rating seeks to organise the overall transparency of hotel services, to create a universal language for the hospitality industry, and to be a direct interface between travellers, hotels and tourism professionals. Hotel ratings are often used to classify hotels according to certain objective standards such as the available facilities or the level of services provided. Rating systems are as varied as the organisations employing them, but over the years several of these systems have proven to be of greater value to guests in helping them make their accommodation decisions. Organisational structures are illustrated in organisational charts, which are diagrams that show the hierarchical relationships between the various positions in the organisation, as well as the lines of responsibility and the division of roles.