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3. View Of Hotel Industry
• What is Hotel Industry ?
“ A Place Where Travelers Can Pay For Lodging And Meal
And Other Services On A Short-term Basis.”
Objective Of Hotel Industry
• Customer Satisfaction
• Health
• Safety Environment
• To Promote Tourism

4. Contents Of Hotel
• The Luxury Hotels offer a wide range of luxurious suites with
modern fitness centers, and well-equipped banquet and meeting
facilities.
• The Leisure Hotels offer a complete holiday package that can be
enjoyed with the whole family.
• It provides exciting activities ranging from sports, culture,
environment, adventure, music, and entertainment.
• Business Hotels provide the finest standards of hospitality, which
helps the business trips to be productive.

5. Segmentation
• Psychographic
Life style :- Lavish, Luxurious
Interests :- post graduate 35%
graduate 40%
intermediate 7%
SSC 5%
below ssc 5%
illiterate 3%
other 5%
total 100%

6. • Demographic
Occupation:- Agriculture 3%
Housewife 5%
Self Employee 5%
Govt.Employee 18%
Student 10%
Business 20%
Privat Employee 17%
Retired 12%
Professional Consultant 10%
Total 100%

7. TARGETING
• Foreign Tourists
• Foreign Business Executives and
Businessmen
• Celebrities & HNI
• Politicians and Foreign Diplomats

8. POSITIONING
High end luxury hotel giving its customers a
taste of ROYALTY in modern times

9. Competitors
• ITC Group Of Hotels
• The Oberoi Hotels and Resorts
• The Leela
• Le Meridian

10. CRM
Customer
Relationship
Management is
business strategy
to select and
manage
customer to
optimize long
term value.

12. CRM with hotel
Point of Presence (pop) Point on demand (pod)
Different types of rooms available Sop (standard operating procedure)
Restaurant and bar Currency exchange
Wireless internet Laptops/mobile phones/portable printer on hire
Fitness centre Travel assistance
Spa & salon Car hire service
24 hour business centre Child care
Airport pickup and drop facility Wake-up call
Laundry / dry cleaning Gift shop

13. Marketing mix strategy of hotels
PRICE
The hotel has set its price of the room on the basis of
business, leisure and luxury class.
RATE
The Taj Suite Rs 10500/Day
Executive Suite Rs 7500/Day
Standard Sea View Double Rs 4500/Day
Standard Sea View Single Rs 4000/Day

14. PLACE
Location Of The Hotel Is The Most Important
Business Decision For The Hotel.
Present In Metro Cities In India.
Global Presence (London, Dubai,etc.)

15. PROMOTION
• Promotional schemes are carried on regularly the hotel has
many loyalty programme , clubes, membership, previlage
etc .
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)

16. PRODUCTS
• Room
• Restaurant and Bar
• Meeting Room and Banquet Facility
• Amenities
• Services
• Safe Deposit Box

17. process
Major Service Encounter That Extremely Delighted Or
Disappointed are:-
• Check – In .
• Bell Person Carrying Luggage to the Room.
• Food.
• Wake – Up Call.
• Check Out.

18. PEOPLE
• Skilled Person.
• Professional Person.
• Personal Agents.
• Technological Person
• Travel Agent .

19. 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