The hotel industry originated in the 6th century BC and is one of the oldest industries. Early inns provided only basic shelter and floor space for travelers and animals. Over time, hotels developed different classifications based on market segment, size, level of services, ownership, and star ratings. ITC Limited entered the hotel industry in 1975 and currently owns over 100 hotels across India operating under various brands like ITC Luxury Collection, Welcome Heritage, and Fortune Hotels. The key aspects of hotel operations include rooms, food and beverage, sales and marketing, security, and human resources.

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

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

3. CLASSIFICATION OF HOTELMARKET SEGMENTEconomy / limited services hotels

4. Mid Market Hotels

5. All suite Hotels

6. Time share Hotels

7. Executive Hotels

8. Luxury / Deluxe Hotels CLASSIFICATIONAccording to SizeSmall Hotels (150 rooms)Medium Hotels (up to 299 rooms)Large Hotels (up to 600 rooms)Extra Large Hotels (above 600 rooms)

9. CLASSIFICATIONLevel of ServicesWorld Class ServicesMid Range ServicesEconomy / Limited Services Hotels

10. CLASSIFICATION Ownership and AffiliationIndependent HotelChain HotelsFranchisee Hotels

11. CLASSIFICATION According to StarOne Star (*)Two Star (**)Three Star (***)Four Star (****)Five Star (*****)Five Star Deluxe (*****deluxe)

12. 5 star hotel facilities 24 hour Services :Business Centre Concierge Services Doctor on call Duty Manager In-Room Dining Laundry and Pressing

13. Foreign Currency Exchange Gymnasium 4 Restaurants, a Lounge and a Bar Art Gallery Baby Sitting Service

14. Perceptual brand mapping of Indian hotels

15. INTRODUCTION TO ITC HOTEL

16. ITC Limited entered the hotels business in 1975ITC hotels currently owns and operates 100 hotels in 75 destinationsIndia's second largest hotel chainThey show our heritageThe group today operates under different brands:ITC Luxury Collection HotelsWelcome Hotel Sheraton HotelsFortune HotelsWelcome Heritage HotelsWelcome Environ

17. ITC Hotel Properties ITC Hotel Maurya Sheraton & Towers, New DelhiITC Hotel Grand Maratha Sheraton & Towers, MumbaiITC Hotel Sonar Bangla Sheraton, KolkataITC Hotel Grand Central, MumbaiITC Hotel Windsor Sheraton & Towers, BangaloreITC Hotel Kakatiya Sheraton & Towers, Hyderabad ITC Hotel Park Sheraton & Towers , ChennaiWelcome Hotel Rajputana Palace Sheraton, JaipurWelcome Hotel Chola Sheraton, ChennaiWelcome Hotel Mughal Sheraton, AgraWelcome Hotel, New DelhiWelcome Hotel Rama International , AurangabadWelcome Hotel , Vadodara(through associate company)Welcome Hotel , New Delhi Welcome Hotel Grand Bay, Visakhapatnam

18. 7 P’S of Service Marketing Mix… ProductPricePromotionPlacePeoplePhysical evidenceProcess

19. Product(services offered) Room bookings – Eva, business, executives, disabledButler serviceWi-Fi internetSPA & Swimming poolMeeting rooms/ Conference rooms/ Board roomsRestaurants & BarsMeetings and Events/ Luxury events

20. PromotionPromotion through FMCG goodsInternetMedia reports and media releasesConcept promotionCustomersSocial service projects Travel assistantsHotel directories

21. People Receptionists Bell boys Laundry servicemen Butlers Room service Managers Cleaners Assistants for guests Chefs Waiters etc

22. Place Strategic LocationsMetropolitan citiesBusiness hubsTourist placesHeritage areas

23. Physical evidence Hotel lobbyPhoneNice musicRestaurantBefore &after sale service

24. PriceThe prices are being charged according to facilities.The charges vary from Hotel to hotel.Pricing is the only mix which generates a turnover for the organization.

25. ProcessService process is the way in which a service is delivered to the end customer. Guest bookingCheck inStay in hotelConsuming servicesPaymentCheck out

26. SERVICE MARKETING

27. Services marketing is marketing based on relationship and value. It may be used to market a service or a product.

28. SERVICE DEPARTMENTS MAJOR REVENUE PRODUCING DEPARTMENTS ROOM DIVISION : (a)Front Office (b)Reservation (c)House keeping (d)Uniform (e)Telephone

29. FRONT OFFICEThe 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. Revenue collected from the room sales constitutes to 70 of the total sales of the hotel.

30. 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.Image BuildingRoom tariff

31. FOOD & BEVERAGEF&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: Quick ServiceTable Service Specialty Restaurants Coffee Shops BarsLounges Clubs Banquets Catering Functions  Wedding, Birthdays…