The document discusses the hospitality industry and the various services it provides. It defines the hospitality industry as including hotels, restaurants, transportation services, and tourism-related businesses that cater to customers. It emphasizes that excellent customer service is key across all hospitality services. The document then covers various topics such as segmentation of the industry, skills needed for excellence in hospitality, government initiatives, challenges faced, top players in India, and steps for dealing with customer complaints.

1. SERVICES IN
HOSPITALITY INDUSTRY
PRESENTED BY:
PRIYA RACHEL 15BSP0906
RAHUL KUMAR 15BSP0950
RAHUL YADAV 15BSP0955
ROHIT LAD 15BSP1025
SARVESH KALAN 15BSP1108

2. WHAT IS HOSPITALITY INDUSTRY?
 Most people think that hotels alone belong to the hospitality
industry, but hotels are only one sector of this industry. Many
forms of transportation, lodging, restaurants and cuisine that
caters to tourists are also part of this business.
 For example, this niche includes airlines, cruise ships and even
fancier trains. Restaurants, general tourism and event planning
also belong in this category.
 Some of these businesses partially belong to the hospitality
industry.
 For example, a fast food restaurant would be considered
convenient. A restaurant that provides fancy food with amazing
service would be providing a hospitality service.

3. SERVICES IN HOSPITALITY INDUSTRY
 Regardless of the business, this industry relies heavily on
providing an excellent level of service.
 One of the most defining aspects of this industry is that it
focuses on customer satisfaction.
 A bad experience might keep them from returning ever
again.
 Brand loyalty is very important to these customers, so the
associated companies do their best to provide the best
service.

5. SEGMENTATION
 Accommodation and Catering: This segment is highly
fragmented and it is further divided in two broad sub segments
namely; Restaurants and Hotels. It is the largest segment of the
industry and it is mostly dominated by the unorganized sector
 Tourist Destinations: This segment comprises India’s vast
array of tourist destinations varying from world heritage sites to
beautiful scenic destinations and extravagant festivals among
other attractions
 Events: It is the newest segment of the industry and it is driven
by the rising trend of concerts, youth festivals and weekenders
in the country
 Travel and Tour Formats: This segment works under two
broad categories; Offline Mode and Online Mode and it
comprises various tour and travel formats such as Eco-tourism,
Medical tourism, Adventure tourism etc.

6. EXCELLENCE IN HOSPITALITY
 For a hotel industry to achieve excellence in hospitality, many guest relations
skills must be learned by the employees who will be delivering the services.
 Some of these skills are:
 Smiling
 Greeting
 Conversing
 Telephone etiquette
 Maintaining positive attitude
 Keeping a sense of humor
 Making positive decision
 Providing positive endings

7. THE FUTURE OF HOSPITALITY
 India is the ninth largest civil aviation market in the world in 2014. The sector is
projected to be the third largest aviation market globally by 2020.
 India’s aviation market caters to 117 million domestic and 43 million international
passengers in 2014. Over the next decade the market could reach 337 million
domestic and 84 million international passengers.
GOVERNMENT INITAITIVES:
 Promotion of rural tourism by Ministry of Tourism in collaboration with the United
Nations Development Program
 Availability of Medical Visa for tourists coming into the country for medical
treatment
 100 percent FDI allowed through automatic route in hotel and tourism sector
 Elimination of customs duty for import of raw materials, equipment, liquor etc.
 Five-year income tax holidays for 2-4 star hotels established in specified districts
having UNESCO-declared 'World Heritage Sites'

8. CHALLENGES FACED BY HOSPITALITY
INDUSTRY
 Customers want an outstanding, personalized experience: companies want
to deliver an outstanding, individualized customer experience, they should
consider understanding their customers’ needs and desires and craft a value
proposition that speaks directly to them. This can be a challenge because
customers—and their likes and dislikes—are continually evolving as
generational influences wax and wane.
 Companies are data-rich but insight-poor: To truly understand their
customers’ needs and deliver an outstanding experience, T&H companies
should be able to access and leverage the right information at the right time—
not an easy task
 Recruiting and retaining the right people: Many T&H companies of all
sizes are finding it increasingly difficult to recruit and retain individuals with
the right blend of interpersonal and technical skills.

9. TOP PLAYERS IN HOSPITALITY
SECTOR IN INDIA
 ITDC Hotels: ITDC was established with the objective of promotion of
tourism in India and more than 30 hotels are operating under ITDC Hotels like
Hotel Qutub at Delhi, Temple Bay Ashok Beach Resort at Mamallapuram,
Khajuraho Ashok, Bharatpur Forest Lodge, Ashok Yatri Niwas and Hotel
Ashok at Delhi.
 Hotel Corporation of India: Hotel Corporation is a Public Sector undertaking
working under the Air India Limited and this corporation came into existence
in the year 1971. They are operating two hotels at Srinagar and Delhi namely
Centaur Lake View Hotel and Centaur Hotel Delhi Airport.
 Asian Hotels Limited: Asian Hotels are engaged in the business of operating
and setting up of hotels. This company also has two hotels each at Delhi and
Srinagar and they are popular for the best customer care service offered by
them.

10. Contd..
 Hotel Leela Ventura: Hotel Leela Venture has a chain of five-star luxury
resorts and hotels and this company in the hospitality sector came into
existence in the year 1957.
 Oberoi Hotels: Oberoi Hotels is popularly known as East Indian Hotels and
this group was established in the year 1934.
They are also engaged in other businesses like flight catering, travels, Press,
Air Charters and car rentals.
 Indian Hotels Company Limited: Indian Hotels Company is the parent firm
of the popular Taj group of hotels and this company came into existence in the
year 1903. Taj group of hotels offer a wide range of luxurious suites with
meeting facilities, well-equipped banquet, rejuvenating spas and modern
fitness centres.
 ITC Hotels: ITC Hotels came into existence in the year 1910 on the 24th of
August in the city of Kolkata. They have hotel business in more than 50
destinations in India and there are nearly 60 hotels under their brand name.

11. STEPS FOR DEALING WITH CUSTOMER
COMPLAINTS
 Listen carefully to what the customer has to say, and let them finish. Don't get
defensive. The customer is not attacking you personally; he or she has a problem and
is upset. Repeat back what you are hearing to show that you have listened.
 Ask questions in a caring and concerned manner. The more information you can
get from the customer, the better you will understand his or her perspective. I’ve
learned it’s easier to ask questions than to jump to conclusions.
 Put yourself in their shoes. As a business owner, your goal is to solve the problem,
not argue. The customer needs to feel like you’re on his or her side and that you
empathize with the situation.
 Apologize without blaming. When a customer senses that you are sincerely sorry, it
usually diffuses the situation. Don't blame another person or department. Just say,
"I'm sorry about that.”
 Solve the problem, or find someone who can solve it— quickly! Research
indicates that customers prefer the person they are speaking with to instantly solve
their problem. When complaints are moved up the chain of command, they become
more expensive to handle and only add to the customer's frustration.