Hotel Industry

Service Sector Management Project On Hotel Industry Pizza Hut v/s Dominos Guided By: Prof Hasan

Zeenia Dumasia 457 Fathima Habeeb 459 Nikita Kothari 473 Rupali More 479 Padmini Patil 484 Madhuri Rasal 487 Saloni Raul 488 ShleshaRedij 489

Why Pizza Hut? ,[object Object],Organized food retailing market is estimated at Rs. 40,000 crore & is expected to grow at 20-25% Quick Service restaurants account for 10-12% of this pie Indian fast-food retail segment is worth Rs. 650 crore & is growing at 40% a year

Indian Pizza Market ,[object Object],Pizzas account for 5% of the quick service sector The delivery segment is pegged at Rs. 180 crore which is growing at 15 – 20% annually

Pizza Hut World’s largest pizza chain with over 34000 restaurants across 100 countries Made its foray into India with a dine-in restaurant in Bangalore in June 1996 Currently has 137 outlets across 36 cities in India

Market Scenario ,[object Object],[object Object],[object Object],45% market share in the total market, i.e. delivery plus dining plus takeaway 40% growth year-on-year Attracts 2,50,000 customers to its restaurants in India, each week

Physical Evidence ,[object Object],[object Object],[object Object],[object Object]

Process ,[object Object],[object Object],[object Object],[object Object],[object Object]

People ,[object Object],[object Object],[object Object],[object Object]

Public Relations ,[object Object],[object Object],[object Object]

Pace ,[object Object],[object Object],[object Object]

Brand Description Pizza Hut is classified as ‘Goods + Service’ Service-Product Continuum Mostly Goods Mostly Services Goods + Services

Core Formal Augmented Total service Concept Pizza Variety In Menu Pizza Hut Outlets Local Specialty Food Personalized Toppings Home Delivery Pizza Hut Locater Pooch Zone Good Ambience Birthday Party Arrangements

Customer Relationship Management ,[object Object],[object Object],[object Object],[object Object]

[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],Swot Analysis

[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object]

Value Proposition ,[object Object]

[object Object],[object Object],[object Object],[object Object],Service Life Cycle Thus, initially it followed “Informative Advertising Strategy” to build the primary demand

[object Object],[object Object],[object Object],Thus they currently follow ‘Persuasive Advertising Strategy’ to differentiate itself in intense competitive environment. Service Life Cycle

Introduction ,[object Object],[object Object]

SWOT analysis ,[object Object],[object Object],[object Object],[object Object],[object Object]

[object Object],[object Object],[object Object],[object Object],[object Object],[object Object]

Contd… ,[object Object],[object Object],[object Object],[object Object]

Service operations to ensure timely home delivery ,[object Object],[object Object],[object Object]

Contd… ,[object Object],[object Object]

PIZZA HUT PARAMETERS DOMINOS Need Understanding, Customer SERVICE Friendly, Individual attention Neatness ,cleanliness, no valet parking Congenial environment Open Kitchen, lack of space Less affordability by the common man Pricing Given value for money pizzas Inability to explain the offerings, slow service Augmented Attending phone calls with patience, taking the order with a smile Service charge is High Equipments, Customization Credit Card, Customization, Services

Model of Service Quality Gaps ,[object Object],[object Object],[object Object],[object Object]

Contd…. ,[object Object],[object Object],[object Object]

[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],Recommendations

[object Object],[object Object],[object Object],[object Object],[object Object],Click to order ,[object Object],[object Object],[object Object],[object Object],[object Object],Contd…..

Hotel Industry

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Hotel Industry