Hotel is defined by British low as a place where a
Bonafide traveler can received food and shelter, provided he is in the condition to pay it and is in a fit condition to be received.
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.
CLASSIFICATION OF HOTEL MARKET SEGMENT
Economy / limited services hotels
Mid Market Hotels
All suite Hotels
Time share 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
Foreign Currency Exchange Gymnasium 4 Restaurants, a Lounge and a Bar Art Gallery Baby Sitting Service
Perceptual brand mapping of Indian hotels
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
ITC Hotel Properties ITC Hotel Maurya Sheraton & Towers, New Delhi ITC Hotel Grand Maratha Sheraton & Towers, Mumbai ITC Hotel Sonar Bangla Sheraton, Kolkata ITC Hotel Grand Central, Mumbai ITC Hotel Windsor Sheraton & Towers, Bangalore ITC Hotel Kakatiya Sheraton & Towers, Hyderabad ITC Hotel Park Sheraton & Towers , Chennai Welcome Hotel Rajputana Palace Sheraton, Jaipur Welcome Hotel Chola Sheraton, Chennai Welcome Hotel Mughal Sheraton, Agra Welcome Hotel, New Delhi Welcome Hotel Rama International , Aurangabad Welcome Hotel , Vadodara(through associate company) Welcome Hotel , New Delhi Welcome Hotel Grand Bay, Visakhapatnam
7 P’S of Service Marketing Mix… 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
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
Services marketing is marketing based on relationship and value. It may be used to market a service or a product.
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 reservereceive 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
DIFFERENCES FROM OTHER INDUSTRIES Measure security oriented Human work force :equipments (Approx 90:10 ) Personal touch with the customers. Always going extra steps ahead o satisfy customer demands. Spends a lot to rectify mistakes to all its customers.