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    Marketing Final

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    mahesh_khebade
    The hotel industry originated in the 6th century BC and is one of the oldest industries. It has grown from inns that provided basic sleeping areas for travelers and animals to modern hotels that offer various amenities. The Indian hotel industry has seen high annual growth rates due to economic growth and increasing tourism. Hotels are classified based on services offered, size, ownership, affiliation, and star ratings. Key aspects of hotel operations include food and beverage services, front office management, and sales and marketing. Performance is often evaluated based on customer feedback and ratings. Strengths include fulfilling tourism demand while weaknesses include high land costs and a focus on foreign customers.

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    Marketing Final

    Uploaded by

    mahesh_khebade
    143 views33 pages
    The hotel industry originated in the 6th century BC and is one of the oldest industries. It has grown from inns that provided basic sleeping areas for travelers and animals to modern hotels that offer various amenities. The Indian hotel industry has seen high annual growth rates due to economic growth and increasing tourism. Hotels are classified based on services offered, size, ownership, affiliation, and star ratings. Key aspects of hotel operations include food and beverage services, front office management, and sales and marketing. Performance is often evaluated based on customer feedback and ratings. Strengths include fulfilling tourism demand while weaknesses include high land costs and a focus on foreign customers.

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    The hotel industry originated in the 6th century BC and is one of the oldest industries. It has grown from inns that provided basic sleeping areas for travelers and animals to modern hotels that offer various amenities. The Indian hotel industry has seen high annual growth rates due to economic growth and increasing tourism. Hotels are classified based on services offered, size, ownership, affiliation, and star ratings. Key aspects of hotel operations include food and beverage services, front office management, and sales and marketing. Performance is often evaluated based on customer feedback and ratings. Strengths include fulfilling tourism demand while weaknesses include high land costs and a focus on foreign customers.

    Copyright:

    Attribution Non-Commercial (BY-NC)
    Download as PPTX, PDF, TXT or read online from Scribd
    Download as pptx, pdf, or txt
    143 views33 pages

    Marketing Final

    Uploaded by

    mahesh_khebade
    The hotel industry originated in the 6th century BC and is one of the oldest industries. It has grown from inns that provided basic sleeping areas for travelers and animals to modern hotels that offer various amenities. The Indian hotel industry has seen high annual growth rates due to economic growth and increasing tourism. Hotels are classified based on services offered, size, ownership, affiliation, and star ratings. Key aspects of hotel operations include food and beverage services, front office management, and sales and marketing. Performance is often evaluated based on customer feedback and ratings. Strengths include fulfilling tourism demand while weaknesses include high land costs and a focus on foreign customers.

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    of 33

    HOTEL INDUSTRY-INTRODUCTION

    The Hotel Industry originated in the 6th century

    B.C. It is one of the oldest endeavor. The earliest inns where just large halls where travelers slept on the floor along with the animals on which they travelled. These conditions prevailed for hundreds of years until the mode of travel changed.

    Indian Market Overview


    High annual growth rates The Indian hotel industry - Direct beneficiary of the

    growth in the economy and the tourism industry Companies moving up the value chain to management contracts and co-branding of properties Reforms in aviation sector have helped fuel growth Increased visibility of India due to business and sporting events

    DIFFERENCES FROM OTHER INDUSTRIES


    Measure security oriented
    Human work force :equipments (Approx 90:10 ) Personal touch with the customers.

    Always going extra steps ahead to satisfy customer

    demands. Spends a lot to rectify mistakes to all its customers.

    CLASSIFICATION OF HOTEL
    MARKET SEGMENT

    Economy / limited services hotels Mid Market Hotels All suite Hotels Time share Hotels Executive Hotels Luxury / Deluxe Hotels

    CLASSIFICATION
    According to Size Small Hotels (150 rooms)
    Medium Hotels (up to 299 rooms)
    Large Hotels (up to 600 rooms) Extra Large Hotels (above 600 rooms)

    CLASSIFICATION
    Level of Services World Class Services
    Mid Range Services
    Economy / Limited Services Hotels

    CLASSIFICATION
    Ownership and Affiliation Independent Hotel
    Chain Hotels
    Franchisee Hotels

    CLASSIFICATION
    According to Star
    One Star (*) Two Star (**)

    Three Star (***)


    Four Star (****) Five Star (*****)

    Five Star Deluxe (*****deluxe)

    5 star hotel facilities


    24 hour Services : Business Centre Concierge Services Doctor on call Duty Manager In-Room Dining Laundry and Pressing

    Perceptual brand mapping of Indian hotels

    CHALENGES
    Internal Intercultural differences (negotiation, foreigners are different) Work standards and ethics (attitude, follow up, time and task

    management etc) Infrastructure (roads, traffic) Safety and Security Skilled manpower shortage, quality of final product Planning and execution, (lack of co-ordination, sequence of work) Availability of products and cost associate (need to import materials V. local brands) .

    INTRODUCTION TO ITC HOTEL

    ITC Limited entered the hotels business in 1975


    ITC hotels currently owns and operates 100 hotels in 75

    destinations
    India's second largest hotel chain They show our heritage The group today operates under different brands:
    ITC Luxury Collection Hotels
    Welcome Hotel Sheraton Hotels Fortune Hotels Welcome Heritage Hotels

    Welcome Environ

    7 PS of Service Marketing Mix (Hotel industry)


    Product Price Promotion Place People Physical evidence Process

    Product(services offered)
    Room bookings Eva, business, executives, disabled
    Butler service Wi-Fi internet

    SPA & Swimming pool


    Meeting rooms/ Conference rooms/ Board rooms Restaurants & Bars

    Meetings and Events/ Luxury events

    Promotion
    Promotion through FMCG goods
    Internet Media reports and media releases

    Concept promotion
    Customers Social service projects Travel assistants Hotel directories

    People

    Receptionists Bell boys Laundry servicemen Butlers

    Room service
    Managers Cleaners Assistants for guests Chefs Waiters etc

    Place
    Strategic Locations
    Metropolitan cities Business hubs Tourist places Heritage areas

    Physical evidence
    Hotel lobby
    Phone Nice music Restaurant Before &after sale service

    Price

    The prices are being charged according to facilities. The charges vary from Hotel to hotel. Pricing is the only mix which generates a turnover for the organization.

    Process
    Service process is the way in which a service is

    delivered to the end customer.


    Guest booking Check in Stay in hotel Consuming services Payment Check out

    SERVICE DEPARTMENTS
    MAJOR REVENUE PRODUCING DEPARTMENTS ROOM DIVISION : (a)Front Office (b)Reservation (c)House keeping (d)Uniform (e)Telephone

    FRONT OFFICE
    The Front office department in a hotel is

    responsible for the room sale through systematic way of reservation followed by registration and assigning rooms to the guest.
    Revenue collected from the room sales constitutes

    to 70 of the total sales of the hotel.

    Thus the role of Front Office is to reserve

    receive register assign room to guest and act as a continuous source of Information to the guest during their stay in the hotel. Image Building
    Room tariff

    FOOD & BEVERAGE


    F&B Department constitutes the second largest revenue generator

    of a typical hotel with an average of 23.1 for Food sales, and 8.6 % for Beverage sales. In a five-star hotel, Food and Beverage outlets might have the following forms: Quick Service Table Service Specialty Restaurants Coffee Shops Bars Lounges Clubs Banquets Catering Functions Wedding, Birthdays

    Sales & Marketing Division


    A typical Sales & Marketing Division is composed of

    four different departments: Sales Convention Services Advertising Public Relations

    Security Division
    Human Resources Division Retail Outlets

    Recreation Facilities (ex: Fitness Center, Tennis


    Courts, and Cinema Saloons) Conference Centers Casinos Travel agents Health club

    MEASUREMENT
    Feedback by customers
    Online suggestion portals eg.burrp.com Trip advisor

    Restaurant magazines
    Luxury travel magazine Websites Slm Wlh

    SWOT ANALYSIS
    Strengths
    fulfill the demand of the tourists international tourists travelers

    Manpower costs in the Indian hotel industry is one of

    the lowest After sale service High Quality Service Entertainment

    Weaknesses

    The cost of land in India is high


    Focus On Foreigners more High tax structure in the industry

    limited value added services


    Lack of safety

    Opportunities
    Demand between the national and the inbound tourists can

    be easily managed due to difference in the period of holidays Growing consumer income

    Threats Guesthouses replace the hotels Strong Competition

    Potential to downturns to travel


    Terrorist attack

    Thank You

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