factors influencing customer satisfaction in hotel

1. FACTORS INFLUENCEING
CUSTOMER
SATISFACTION IN HOTELS

2. CONTENT
 Introduction
 Marketing Mix
 Marketing Strategies
 Top brand hotels in india
 Challenges faced by Hotel Industries
 Conclusion

3. What Is Hotel Industry ?
• A Commercial Establishment Providing Lodging,
Meals, And Other Guest Services.
• It is a main source of accommodation also.

4. Hotels are a major service industry in india, whose
significance is undoubted.
The hotel industry in india is one of the fastest growing
sector of our economy.
The hotel industry in india seconds china in the Asia pacific
region. It is valued at $23 million (rs.11976 crores)
About 4.4 million tourist visit india every year, thus the
growth prospect is very high. the hotel market is expected
to double by 2018

5. HOTEL MARKETING
STRATEGIES

6. USE AdWORDS’ HOTEL Ads
AdWords’ hotel ads is the ad format of choice
for hotels, guesthouses, bed and breakfasts,
and any other type of hospitality business.

7. As you can see hotel ads offer the user a great deal of
information, including a star rating, a review summary,
the average nightly rate, and an image of the hotel ,
This lets prospective guests identify potential places to
stay at a glance

8. DIGITAL PRESENCE
& SOCIAL MEDIA
social media MUST be a part of hospitality
marketing and it goes without saying that every
hotel or restaurant needs to have a high quality
website – preferably with an online booking
system. With hotel review sites such as Trip
Adviser

9. Hotel should also have a Facebook, twitter and
instagram pages where you can interact with your
customers plus you can highlight special offers and
events at your business.

10. APPEARANCE
Reception and Lobby It being the key 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

11. It is very true what everyone say’s in terms of the first impression
is a lasting impression! This is not just true in personal aspects but
in business situations as well

12. VOUCHERS / OFFERS
It is a document that entitles the holder to a
discount, or that may be exchanged for goods
or services.
vouchers enable us to reach consumers that
we typically would not reach, representing a
means of stimulating additional purchases.

15. MARKETING MIX
product
Price Place promotion People
Physical
evidence

16. • 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.

17. • PROMOTION - Advertisement, publicity,
sales promotion, personal selling, word-of-
mouth promotion and telemarketing are the
components of a hotel’s marketing strategy.
• PEOPLE - The hotel management should
train its people regularly, especially the front
line professionals.

18. • 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.

19. TOP BRAND HOTELS IN INDIA
Taj group of hotels
The oberoi group of hotels
Le Meridian Group of Hotels
The Leela Palaces Hotels and Resorts
Marriott Hotels & resorts
Hyatt Hotels Corporation

20. CHALLENGES FOR HOTEL
INDUSTRY
Shortage of skilled employees
Customer expectations
Intense competition
Retaining quality workforce
Promote tourism

21. CONCLUSION
From the above discussion it can be concluded
that The hotel industry is one of the fastest
growing sector of our economy.
Tourism is the key part of hotel industry , now a
days every hotel wants to promote this to
expand their business.

22. Thanks For Your Attention
- Jaswant Singh Panwar
MBA 2nd SEM