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HOTEL INDUSTRY DEFINATION<br /><ul><li> Hotel is defined by British low as a place where a </li></ul> Bonafide traveler can received food and shelter, <br /> provided he is in the condition to pay it and is in<br /> a fit condition to be received.<br />

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HOTEL INDUSTRY-INTRODUCTION<br />The Hotel Industry originated in the 6th century B.C. <br />It is one of the oldest endeavor. <br />The earliest inns where just large halls where travelers slept on the floor along with the animals on which they travelled. <br />These conditions prevailed for hundreds of years until the mode of travel changed. <br />

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CLASSIFICATION OF HOTEL<br />MARKET SEGMENT<br /><ul><li>Economy / limited services hotels

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Mid Market Hotels

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All suite Hotels

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Time share Hotels

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Executive Hotels

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Luxury / Deluxe Hotels</li></li></ul><li> CLASSIFICATION<br />According to Size<br />Small Hotels (150 rooms)<br />Medium Hotels (up to 299 rooms)<br />Large Hotels (up to 600 rooms)<br />Extra Large Hotels (above 600 rooms)<br />

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

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CLASSIFICATION <br />Ownership and Affiliation<br />Independent Hotel<br />Chain Hotels<br />Franchisee Hotels<br />

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CLASSIFICATION <br />According to Star<br />One Star (*)<br />Two Star (**)<br />Three Star (***)<br />Four Star (****)<br />Five Star (*****)<br />Five Star Deluxe (*****deluxe)<br />

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5 star hotel facilities <br />24 hour Services :<br />Business Centre <br />Concierge Services <br />Doctor on call <br />Duty Manager <br />In-Room Dining <br />Laundry and Pressing <br />

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Foreign Currency Exchange Gymnasium <br />4 Restaurants, a Lounge and a Bar Art Gallery Baby Sitting Service<br />

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Perceptual brand mapping of Indian hotels <br />

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INTRODUCTION TO ITC HOTEL<br />

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ITC Limited entered the hotels business in 1975<br />ITC hotels currently owns and operates 100 hotels in 75 destinations<br />India's second largest hotel chain<br />They show our heritage<br />The group today operates under different brands:<br />ITC Luxury Collection Hotels<br />Welcome Hotel Sheraton Hotels<br />Fortune Hotels<br />Welcome Heritage Hotels<br />Welcome Environ<br />

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ITC Hotel Properties <br />ITC Hotel Maurya Sheraton & Towers, New Delhi<br />ITC Hotel Grand Maratha Sheraton & Towers, Mumbai<br />ITC Hotel Sonar Bangla Sheraton, Kolkata<br />ITC Hotel Grand Central, Mumbai<br />ITC Hotel Windsor Sheraton & Towers, Bangalore<br />ITC Hotel Kakatiya Sheraton & Towers, Hyderabad <br />ITC Hotel Park Sheraton & Towers , Chennai<br />Welcome Hotel Rajputana Palace Sheraton, Jaipur<br />Welcome Hotel Chola Sheraton, Chennai<br />Welcome Hotel Mughal Sheraton, Agra<br />Welcome Hotel, New Delhi<br />Welcome Hotel Rama International , Aurangabad<br />Welcome Hotel , Vadodara(through associate company)<br />Welcome Hotel , New Delhi <br />Welcome Hotel Grand Bay, Visakhapatnam <br />

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7 P’S of Service Marketing Mix… <br />Product<br />Price<br />Promotion<br />Place<br />People<br />Physical evidence<br />Process<br />

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Product(services offered) <br />Room bookings – Eva, business, executives, disabled<br />Butler service<br />Wi-Fi internet<br />SPA & Swimming pool<br />Meeting rooms/ Conference rooms/ Board rooms<br />Restaurants & Bars<br />Meetings and Events/ Luxury events<br />

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Promotion<br />Promotion through FMCG goods<br />Internet<br />Media reports and media releases<br />Concept promotion<br />Customers<br />Social service projects <br />Travel assistants<br />Hotel directories<br />

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People<br /><ul><li> Receptionists</li></ul> Bell boys<br /> Laundry servicemen<br /> Butlers<br /> Room service<br /> Managers<br /> Cleaners<br /> Assistants for guests<br /> Chefs<br /> Waiters etc<br />

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Place <br />Strategic Locations<br />Metropolitan cities<br />Business hubs<br />Tourist places<br />Heritage areas<br />

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Physical evidence <br />Hotel lobby<br />Phone<br />Nice music<br />Restaurant<br />Before &after sale service <br />

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

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Process<br />Service process is the way in which a service is delivered to the end customer. <br />Guest booking<br />Check in<br />Stay in hotel<br />Consuming services<br />Payment<br />Check out<br />

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SERVICE MARKETING<br />

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Services marketing is marketing based on relationship and value. It may be used to market a service or a product.<br />

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

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FRONT OFFICE<br />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. <br /> Revenue collected from the room sales constitutes to 70 of the total sales of the hotel. <br />

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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.<br />Image Building<br />Room tariff<br />

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FOOD & BEVERAGE<br />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: <br />Quick Service<br />Table Service<br /> Specialty Restaurants<br /> Coffee Shops<br /> Bars<br />Lounges<br /> Clubs<br /> Banquets<br /> Catering Functions  Wedding, Birthdays…<br />

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Sales & Marketing Division <br />A typical Sales & Marketing Division is composed of four different departments:<br />Sales<br />Convention Services<br />Advertising<br />Public Relations<br />

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Security Division <br /> Human Resources Division<br />Retail Outlets<br />Recreation Facilities (ex: Fitness Center, Tennis Courts, and Cinema Saloons…)<br />Conference Centers<br />Casinos<br />Travel agents<br />Health club<br />

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DIFFERENCES FROM OTHER INDUSTRIES<br />Measure security oriented<br />Human work force :equipments (Approx 90:10 )<br />Personal touch with the customers.<br />Always going extra steps ahead o satisfy customer demands.<br />Spends a lot to rectify mistakes to all its customers.<br />

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MEASUREMENT<br />Feedback by customers<br />Online suggestion portals eg.burrp.com<br />Trip advisor<br />Restaurant magazines<br />Luxury travel magazine<br />Websites <br />Slm<br />Wlh<br />