I Hotel

By Dohee Kim (dkim111), Mark Pollard (Pollard2), Nichole Maschhoff (nmaschh2), & Emily Morris (morris38)

 Introduction

On February 15th, we spoke with Dave Mulligan, the I hotel guest services manager, about the I hotel's leisure delivery system. First, we asked for information about the history, location, and purpose of the hotel and its facilities. Second, we asked about the core competencies that workers need to work in the hotel. Third, we inquired about employment opportunities. Fourth, we learned about economic and seasonal trends that affect the I-hotel. And finally, we asked how the hotel provides leisure services to their target population.

Background

The I Hotel, which opened in 2008, is located across the street from the assembly hall at 1900 S. First Street on the University of Illinois campus. It has 48 double queen rooms ($119 per night), 76 single king rooms ($119 per night), and two suites ($299) per night. The hotel features a 38,000 SF conference center that can "accommodate an executive meeting in its state-of-the-art board room, a group of 700 seated theater style in the Illinois Ballroom, and any size group in between". At the hotel, guests can also receive a Swedish massage ($40 per half hour), work out in the 24 hour fitness center, and dine at Houlihans Restaurant and Bar. All of these elements help to fulfill the goal of the I Hotel, which is "To give guests more than just a stay. to give them a multi-sensory, total guest experience."

Core Competencies Required For the Job

The I Hotel maintains a policy to deal with their customers called the four diamond quality standards. They use positive verbiage, with a positive attitude towards their guests at all times. For example, rather than saying “you’re welcome” they say "my pleasure". They try to respond to all of their guests' requests with a "yes". They must utilize their creativity in order to accommodate guests and provide them with the best possible experience. They also require all employees to have a positive attitude.

Employment Opportunities

The best way to get your foot in the door is by working an entry-level position at either the café, Houlihans, or the hotel itself. Since all 3 branches are owned by I operations, it is easy to transfer between branches. Additionally, it is relatively easy to work your way up in any of the 3 branches. As long as one takes initiative and takes their job seriously, they should have no difficulty getting promoted in the hotel and/or other operations.

Current Trends & Issues

One major issue greatly affecting the I Hotel is the economic hardships people are facing due to the current state of the economy. People do not have the money to plan vacations and stay at a hotel. Unlike many other hotels, the I Hotel is largely influenced by the different seasons. During the summer when school is not in session or when the football season ends, they see a huge decline in the number of guests needing a place to stay. The majority of visitors stay at the hotel for business, such as guest lecturers at the university or participants, therefore they try  to expand the range of visitors in order to overcome the seasonal decline of visitors.

Leisure Definition & Main Benefit

The I Hotel believes leisure to be best defined as a time when one should be at ease, relaxed, and filling their time the way they want to. The main benefit it provides is for those involved with business-travel and pretty much anything connected to the university, such as providing hospitality for Illinois' opposing sports teams. It offers its guests a tranquil spa and fitness room and the conference center provides a space for events such as high school dances and barn dances for members of the Greek community. It also offers packages for those traveling to the area. For example, when Mama Mia came to the Assembly Hall, the I Hotel offered a deal where people could purchase tickets for the musical and then receive a discounted room rate for the evening.

Pros & Cons of a Career in the Tourism and Hospitality Industry

There are several pros as well as cons of maintaining a career within the hospitality and tourism industry. More specifically, working at a hotel which would be considered part of the hospitality sector, provides its workers with a very flexible schedule since it is open 24 hours a day, 365 days a year. Additionally, one may receive discounts at other hotels worldwide, making travel opportunities more prevalent. Also, for those who are more of a people person, it is a match made in heaven because it is a very interactive career. Conversely, working at a hotel can be unexciting at times. At the I Hotel specifically, they do much less business during the summer, as well as when the university is not in session. Furthermore, when the economy is struggling, money is tight for people so they are much less likely to take vacations and stay in hotels. Also, it is difficult to take time off from work during weekends and holidays which is when most people would like to relax and spend time with friends and family. Hotels are crucial to the flourishing of the leisure service delivery system, because tourism is a main aspect of the delivery system and without hotels, people would be much less inclined to travel.