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  • Pls Can you share your Experience about Sales Technique of 5 Star Resort. Give some idea about how to increase Sales.
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  • Good one.. Salute your effort. Please visit www.sangamhotels.com and give us your suggestions.
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Final taj hotel Final taj hotel Presentation Transcript

  • HOTEL INDUSTRY
    BY
    MAULIK CHAUDHARY
    ROSHAN UPADHYAY
    SHASHIN BAJAJ
    SEKHAR SHARMA
  • VIEW OF HOTEL INDUSTRY
    CHALLENGES FOR HOTEL INDUSTRY
    INTRODUCTION OF TAJ HOTELS.
    MARKETING MIX.
    COMPETITOR.
    SERVICE TRIANGLE
    SERVICE SCAPE
    CONCLUSION.
    CONTENT
  • What is Hotel Industry?
    “A place Where Travelers Can Pay for Lodging and Meals and Other Services on a short-term basis.”
    Objectives of Hotel Industry
    Customer Satisfaction
    Health
    Safety Environment
    To Promote Tourism
    VIEW OF HOTEL INDUSTRY
  • FORMS 30% OF INDUSTRY
    Eg : ITC,
    TAJ GROUP,
    OBEROI GROUP,
    ITDC
    BUILT OVER 18000 sq.m AREA
    STAR RATED HOTELS
    5 DELUXE & 5 : LUXURY AT HIGH PRICE , 27 % GOVT. APPROVED ROOMS
    4 & 3 : FOR MIDDLE LEVEL BUSINESS EXECUTIVES/LEISURE TRAVELLERS
    2 & 1 : AROUND TOURIST SPOT, PREFERRED BY DOMESTIC TOURIST
  • HERITAGE HOTELS
    HERITAGE CLASSIC:
    HOTELS CONSTRUCTED BETWEEN
    1920 - 1935
    HERITAGE GRAND:
    HOTELS CONSTRUCTED PRIOR TO
    1920
    HERITAGE:
    HOTELS CONSTRUCTED AROUND
    1935 – 1950
    • CHARACTERISED BY LESSER CAPITAL EXPENDITURE AND
    AFFORDABILITY .
    • OPERATE FROM FORTS, PALACES, CASTLES, RIVER
    LODGES, HERITAGE BUILDINGS ETC.
  • FACILITY HOTELS
    • SPECIALLY EQUIPED WITH CONFERENCE ROOMS, SEMINAR HALLS, INTERNET FACILITIES ETC. TO SUIT THE CORPORATE GUESTS.
    • Eg: INTER-CONTINENTAL, CROWNE PLAZA
    BUSINESS HOTELS
    • LOCATED NEAR AIRPORTS AND SUITABLE FOR SHORT STAY TRAVELLERS.
    • ARE FOUND NEAR ALL MAJOR CITY AIRPORTS.
    AIRPORT HOTELS
    HONEYMOON HOTELS
    • MOSTLY LOCATED AT HILL STATIONS AND SPECIALLY FASCILITATED TO SUIT THE COMFORTS OF HONEYMOON COUPLES.
    • Eg. HOTEL WOODVILLE PALACE, CARLTON HOTEL, HOTEL HONEYMOON INN ETC.
  • 3 STAR HOTELS
    FORMAL AND SPACIOUS RECEPTION AREA AND LOUNGE
    THEIR RESTUARANTS CATER TO NON- RESIDENTS GUESTS TOO
    EN-SUITE BATHS WITH GOOD STANDARD AND QUALITY OF EQUIPMENTS
    COMFORTABLE STAY TARGETED
    4 STAR HOTELS
    HIGH QUALITY FURNISHING, DÉCOR, AND EQUIPMENTS
    HIGH STAFF TO GUEST RATIO FOR BETTER SERVICES
    SERIOUS APPROACH TOWARDS CUISINES AND VARIETY
    CRITERIA FOR STAR RATING
  • 5 STAR HOTELS
    THE ENTIRE HOTEL IS SPACIOUS AND LUXURIOUS
    EXQUISITE CUISINES THAT CATER TO TASTE BUDS FROM ALL OVER THE WORLD
    SERVICES ARE MORE, FLAWLESS AND PERSONAL ATTENTION TO THE GUEST’S NEEDS
    SOME UNIQUE SERVICES PROVIDED IN THE 5 STAR HOTELS
    BUTLERS
    CHAUFFER DRIVEN LUXURY CARS
    PILLOW MENU
    CUSTOMISED SERVICES IN THE IN-HOUSE SPA AND SALOON
    42” PLASMA TV, INTERNET, FAX, LAPTOPS ON RENT AND MUCH MORE …
    Contd...
  • Product :- Hotels stay innovative in the peripheral services.
    Price :- The diverse nature and character of dishes, involvement of cost and spending power of customers.
    Place :- Location of the hotel is the most important business decision for the hotel.
    Promotion :- Advertisement, publicity, sales promotion, personal selling, word-of-mouth promotion and telemarketing are the components of a hotel’s marketing strategy.
    MARKETING MIX OF HOTEL INDUSTRY
  • People:- The hotel management should train its people regularly, especially the front line professionals.
    Physical Evidence:- Lobby- It being the first & the last part of the hotel that the guest sees, thus it should be well designed, also to ensure that the customer returns again the room should be comfortable and should have made his stay hassle free.
    Cont.
  • 1. Shortage of skilled employees
    2. Retaining quality workforce
    3. Shortage of rooms
    4. Intense competition
    5. Customer expectations
    6. Manual back-end
    Challenges for Hotel Industry
  • TAJ GROUP OF HOTELS
  • The Indian Hotels Company (IHC) is the parent company of Taj Hotels Resorts and Palaces.
    It was founded by Jamshetji N. Tata on December16, 1903.
    Currently the Taj Hotels Resorts and Palaces comprises 76 hotels, 7 palaces at 52 locations in 12 countries and employ over 13000 people.
    INTRODUCTION OF TAJ HOTELS
  • Additional 18 hotels are also being operated around the globe.
    During fiscal year 2010, the total number of hotels owned or managed by the Company was 76.
    The Taj hotels are categorized as luxury, leisure and business hotels.
    Cont.
  • The Taj Luxury Hotels offer a wide range of luxurious suites with modern fitness centers, rejuvenating spas, and well-equipped banquet and meeting facilities.
    The Taj Leisure Hotels offer a complete holiday package that can be enjoyed with the whole family.
    Cont.
  • Cont………
    It provides exciting activities ranging from sports, culture, environment, adventure, music, and entertainment.
    The Taj Business Hotels provide the finest standards of hospitality, which helps the business trips to be productive.
    They offer well-appointed rooms, telecommunication facilities, efficient service, specialty restaurants and lively bars, well-equipped business centres, and other conference facilities
  • THE TAJ GROUP OF HOTELS SEGMENTATION
    TAJ LUXURY HOTELS –
    TAJ PALACE,
    TAJ MAHAL,
    TAJ BENGAL,
    TAJ WEST END
    • OFFER FINEST STANDARD OF HOSPITALITY & SERVICE
    TAJ BUSINESS HOTELS:
    TAJ PRESIDENT,
    TAJ RESIDENCY,
    TAJ CONNEMARA,
    TAJ BLUE DIAMOND
    • OFFER
    MULTI – CUISINE RESTAURANTS & BEST BUSINESS FASCILITIES
    TAJ LEISURE HOTELS:
    TAJ BEACH RESORT,
    TAJ CULTURAL CENTRE,
    TAJ GARDEN RETREATS
    • LOCATED AT BEACH RESORTS, PALACES, PILGRIM CENTRES ETC.
  • Smart Basics Hotels – (Budget hotel chain)
  • The Taj Group of Hotels commits itself to the overall improvement of the ecological environment, which we are all a part of.
    We recognize that we are not owners but caretakers of the Planet and owe it to our children and future generations of humankind.
    It is our endeavor not only to conserve and protect but also to renew and regenerate the environment in which we live and operate
    Vision
  • Our commitment encompasses all actions related to our products, services, associates, partners, vendors and communities.
    We will partner and engage with our environment through EARTH: Environmental Awareness and Renewal at Taj Hotels. For us EARTH is not a program, nor a process; it is a way of life
    Cont………
  • Products
    Core Services :-
    Room
    Restaurant and Bar
    Meeting room
    Banquet facility
    Amenities
    Services
    MARKETING MIX STRATEGY OF TAJ HOTELS
  • Courier
    Child care, Laundry, Pet
    Taj Sats Air Catering Ltd.
    Wi-Fi Access
    Express check -in and out
    Taj Air and Taj Yachts
    Babysitting
    Wake-up call
    Special services (Facilitating services)
  • Barber shop, Boutiques,
    Florist
    Currency exchange
    In room telephone service
    Front desk 24 – hour
    Gift shop
  • Taj hotel has set its price of the room on the basis of Business, Leisure and Luxury class.
    Rate
    Room Tariff of all TAJ Palaces, Resorts, And Hotels.pdf
    PRICE
  • Location of the hotel is the most important business decision for the hotel.
    Present in metro cities in India
    Global presence (Maldives, London, Dubai, Cape Town and many other countries)
    PLACE
  • PROMOTION STRATEGY
    Promotional schemes are carried on regularly the hotel has many loyalty programe,clubes,membership,previlage etc some of them are
    Taj Inner Circle
    Taj advantage plus
    TAPP Me
    Taj also offer Taj surprises
    including weekend savers,
    value vouchers, book early
    get more.
  • Major service encounter that extremely delighted or disappointed are:
    Check – in.
    Bell person carrying luggage to the room.
    Food.
    Wake up call
    Check out.
    Process
  • Skilled person
    Professional person
    Personal Agents
    Technological person
    Travel agents
    People
  • The hotel has many competitors
    The Oberai towers.
    The Leela.
    ITC Hotels.
    Le Meridian.
    Acquisition - hotel blue diamond, pune.
    COMPETITER
  • SERVICE TRIANGLE
    Company
    Internal MarketingVertical Communications Horizontal Communications
    External Marketing CommunicationAdvertising Sales Promotion Public Relations Direct Marketing
    Employees
    Customers
    Interactive MarketingPersonal Selling Customer Service Center Service Encounters Servicescapes
  • T.V channels like STAR NEWS,CNN and CNBC.
    Magazines like THE OUT LOOK TRAVELAR,GO NOW and TRAVEL.
    Business news paper(E.T, Financial Express, Bombay Times)
    External Marketing-Advertisement
  • The Taj Singles vacation package is about bringing like-minded people together to enjoy a specially designed holiday at the exotic Fort Aguada Beach Resort in Goa.
    The Kumbh Mela package, which has packages from the Taj Residency, Nashik and Aurangabad, introduces specially designed packages at affordable prices, giving pilgrims and devotees of the Kumbh Mela the opportunity to set aside their worries of in-city traveling, boarding and lodging.
    Taj Singles and Kumbh Mela
  • “She is the Taj”
    Rediffusion Classic - Taj She is Taj.mp4
  • Taj Management Training Programme (TMTP)
    Hotel Operations Management Trainee (HOMT) Program
    Taj Management Training Programme (TMTP) - Operations/ Food Production
    Affiliation with Indian Institute of Hotel Management, Aurangabad
    Internal Marketing
  • Interactive Marketing
  • Developed by Booms and Bitner.
    According to them: “The environment in which the service is assembled and in which the seller and customer interact, combined with tangible commodities that facilitate performance or communication of the service".
    Physical Evidence
    Tangibles
    Service scape
  • Servicescape helps in creating a corporate identity (i.e. positioning and differentiation).
    It’s a part of service experience: customers frequently use the service environment as an important quality proxy.
    Its a part of value proposition: physical surroundings help to shape appropriate feeling and reactions in customers and employees.
    Servicescapefacilitates the service encounters by reducing service failures and supporting a fast & smooth service delivery process.
    Importance of Servicescape
  • Physical Evidence
  • Tangibles
  • Thank You !
    ENJOY THE STAY