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Ppt on serivcing in hotel
 

Ppt on serivcing in hotel

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    Ppt on serivcing in hotel Ppt on serivcing in hotel Presentation Transcript

    • HOTEL INDUSTRY DEFINATION
      • 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
      • 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
    • 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
    • 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 MARKETING
    • 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.
    • MEASUREMENT
      Feedback by customers
      Online suggestion portals eg.burrp.com
      Trip advisor
      Restaurant magazines
      Luxury travel magazine
      Websites
      Slm
      Wlh