eight p's of service sector to hotels.

1. SERVICE SECTOR MANAGEMENT
HOTEL INDUSTRY
Made by:- Pramod Chauhan
(06)
Rahul Dani (07)
Dinesh Kumar (08)
Anuj Gupta (09)
Mukesh Gupta (10)

2. DEFINITION OF SERVICE & HOTEL
Philip kotler : “ A service is an act of performance that
one party can offer to another that is essentially intangible
and does not result in the ownership of anything. It’s
production may or may not be tied to A physical product.”
• Services are actions such as haircuts, medical
check-ups, car repair, and teaching.
Webster defines a hotel as, ´A building of
institution providing lodging, meals and service
for the people.”
• Hotel includes lodging, boarding, restaurant
etc.

3. INTRODUCTION OF HOTEL
INDUSTRY
 The Hotel Industry originated in the 6th century
B.C. when the first inn in and around the city of London
began to develop.
 Hotel Industry was one of the oldest industries in the
world.
 It was widely spread in the mid 160’s.
 Hotel can be classified into different categories or classes,
based on their operational criteria.
 For example the type of accommodation they provide,
location of the property, type of services provided,
facilities given.

4. INTRODUCTION TO HYATT HOTELS
It was founded in 1957 by Jay pritzker and their headquarters is
located at Chicago, United States.
On June 30, 2009, Global Hyatt Corporation changed its name to Hyatt
Hotels Corporation.
Hyatt Hotels Corporation is an American international company and
operator of hotels.
Hyatt Hotels Corp. brand extensions include Park Hyatt, Grand
Hyatt, Hyatt Regency, Hyatt Resorts, Hyatt Hotel, Hyatt Place,
Hyatt Summerfield Suites, Andaz and the Hyatt Vacation Club.
In August 2009 According to the filing Mark S. Hoplamazian was to
serve as CEO and Thomas Pritzker as Executive Chairman.
 In 2014,Fortune magazine listed Hyatt as the 95th-best U.S. company
to work for.
As of 31 December 2014 Hyatt Corporation's worldwide portfolio
consisted of 587 properties.

5. MARKETING MIX OF HYATT
INDUSTRY
PRODUCTIVITY
PHYSICAL EVIDENCE
PROCESS
PEOPLE
PROMOTION
PRICE
PLACE
PRODUCT

6. PRODUCT
AUGMENTED
POTENTIALEXPECTED
CORE

7. PRODUCT CONT…..
Core Expected Augmented Potential
Lodging Restaurant Bed &
Breakfast
Hyatt Gold
Passport
Boarding Gaming &
Entertainment
Wi-Fi
Cleanliness Meeting &
Board room
Elevators Babysitting
Room Service Concierge

8. PRICE
PRICING STRATEGIES

9. PRICE CONT…..
Room Type Tariff(2 Days & 1 Night)
Grand Room - Room only Rs. 9679
Pool View Room - Room only Rs. 10697
Bay View Room - Room only Rs. 11207
Grand Room - Bed & Breakfast Rs. 10901
Pool View Room - Bed & Breakfast Rs. 11920
Bay View Room - Bed & Breakfast Rs. 12429

10. PLACE
The place part of the marketing mix
is where the customer receives the product
or service.
Place in case of services determine where
is the service product going to be located.
Nature of Service.
Nature of Interaction.
Dependency on other services.

11. PROMOTION
ADVERTISING
WORD OF MOUTH
PUBLICITY & PR
SALES PROMOTION

12. PEOPLE
 All human actors who play a part in service delivery and
thus influence the buyer’s perceptions.
 For e.g.:-

13. PHYSICAL EVIDENCE
 Physical evidence refers to the environment in
which the service is assembled and in which the
seller and customer interact, combined with
tangible commodities that facilitate performance
or communication of the service.

14. PROCESS
o Service process is the way in which a service is
delivered to the end customer.
o Process is something related to:
How do people consume services?
What processes do they have to go through to
acquire the services?
o Service itself.
o Location of service delivery.
o Degree of divergence.

15. PRODUCTIVITY
 Reliability: Perform promised service dependably and
accurately.
Example: receive mail at same time each day.
 Responsiveness: Willingness to help customers
promptly.
Example: avoid keeping customers waiting for no
apparent reason.
 Assurance: Ability to convey trust and confidence.
Example: being polite and showing respect for customer.
 Empathy: Ability to be approachable.
Example: being a good listener.
 Tangibles: Physical facilities and facilitating goods.
Example: cleanliness.