marketing final ppt.pptx

7/28/2019 MARKETING FINAL PPT.pptx

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HOTEL INDUSTRY-INTRODUCTION

The Hotel Industry originated in the 6th centuryB.C.

It is one of the oldest endeavor.

The earliest inns where just large halls wheretravelers slept on the floor along with theanimals on which they travelled.

These conditions prevailed for hundreds of yearsuntil the mode of travel changed.


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IndianMarket Overview

High annual growth rates

The Indian hotel industry- Direct beneficiary of thegrowth in the economy and the tourism industry

Companies moving up the value chain tomanagement contracts and co-branding of properties

Reforms in aviation sector have helped fuel growth Increased visibility of India due to business and

sporting events


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DIFFERENCES FROM OTHER

INDUSTRIES Measure security oriented

Human work force :equipments (Approx 90:10 )

Personal touch with the customers.Always going extra steps ahead to satisfy customer

demands.

Spends a lot to rectify mistakes to all its customers.


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CLASSIFICATION OF HOTELMARKET SEGMENT

Economy / limited services hotels

Mid Market Hotels All suite Hotels

Time share Hotels

Executive Hotels

Luxury / Deluxe Hotels


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CLASSIFICATIONAccording to Size

Small Hotels (150 rooms)

Medium Hotels (up to 299 rooms)

Large Hotels (up to 600 rooms)

Extra Large Hotels (above 600 rooms)


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CLASSIFICATIONLevel of Services

World Class Services

Mid Range Services

Economy / Limited Services Hotels


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CLASSIFICATIONOwnership and Affiliation

Independent Hotel

Chain Hotels

Franchisee Hotels


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CLASSIFICATIONAccording to Star

One Star (*)

Two Star (**) Three Star (***)

Four Star (****)

Five Star (*****) Five Star Deluxe (*****deluxe)


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5 star hotel facilities 24 hour Services :

Business Centre

Concierge Services

Doctor on call

Duty Manager

In-Room Dining

Laundry and Pressing


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Perceptual brand mapping of

Indian hotels


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CHALENGES Internal

Intercultural differences (negotiation, foreigners are different)

Work standards and ethics (attitude, follow up, time and taskmanagement etc)

Infrastructure (roads, traffic)

Safety and Security

Skilled manpower shortage, quality of final product

Planning and execution, (lack of co-ordination, sequence ofwork)

Availability of products and cost associate (need to importmaterials V. local brands) .


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INTRODUCTION TO ITC HOTEL
http://images.google.co.in/imgres?imgurl=http://www.its-mumbai.com/images/Hotel-Grand-Sheraton-Mumbai.jpg&imgrefurl=http://www.its-mumbai.com/Booking-5-Star-Hotel-Grand-Sheraton-Mumbai-India.html&usg=__Ta1Y9x9Cvo34OvccRUGPLXHqUtM=&h=335&w=500&sz=56&hl=en&start=5&sig2=7uPbwV0Ke73Z0iB0eQzYEg&um=1&itbs=1&tbnid=IfJWhQQxEV5jGM:&tbnh=87&tbnw=130&prev=/images?q=IMAGES+ON+ITC+HOTEL&hl=en&um=1&ei=p1pzS9_VHpLo7APGkMXIDw


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ITC Limited entered the hotels business in 1975

ITC hotels currently owns and operates 100 hotels in 75destinations

India's second largest hotel chain

They show our heritage

The group today operates under different brands:

ITC Luxury Collection Hotels

Welcome Hotel Sheraton Hotels

Fortune Hotels

Welcome Heritage Hotels

Welcome Environ


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7 PS of Service Marketing Mix

(Hotel industry)Product

Price

PromotionPlace

People

Physical evidence

Process


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Product(services offered) Room bookings Eva, business, executives, disabled

Butler service

Wi-Fi internet SPA & Swimming pool

Meeting rooms/ Conference rooms/ Board rooms

Restaurants & Bars

Meetings and Events/ Luxury events


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Promotion Promotion through FMCG goods

Internet

Media reports and media releases Concept promotion

Customers

Social service projects

Travel assistants

Hotel directories


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People Receptionists

Bell boysLaundry servicemen

Butlers

Room serviceManagers

Cleaners

Assistants for guests

ChefsWaiters etc


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Place Strategic Locations

Metropolitan cities

Business hubs

Tourist places

Heritage areas


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Physical evidence

Hotel lobby

Phone

Nice music

Restaurant

Before &after sale service


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Price The 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.


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Process

Service process is the way in which a service isdelivered to the end customer.

Guest booking

Check in

Stay in hotel

Consuming services

Payment

Check out


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SERVICE DEPARTMENTSMAJOR REVENUE PRODUCING DEPARTMENTS

ROOM DIVISION :

(a)Front Office (b)Reservation

(c)House keeping

(d)Uniform

(e)Telephone


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FRONT OFFICE The Front office department in a hotel is

responsible for the room sale through systematicway of reservation followed by registration andassigning rooms to the guest.

Revenue collected from the room sales constitutesto 70 of the total sales of the hotel.


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Thus the role of Front Office is to reservereceive register assign room to guest and actas a continuous source of Information to the

guest during their stay in the hotel.

Image Building

Room tariff


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FOOD & BEVERAGE F&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 outletsmight have the following forms:

Quick Service Table Service

Specialty Restaurants

Coffee Shops

Bars Lounges

Clubs

Banquets

Catering Functions

Wedding, Birthdays


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Sales & Marketing DivisionA typical Sales & Marketing Division is composed of

four different departments:

Sales Convention Services

Advertising

Public Relations


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Security Division

Human Resources Division

Retail Outlets Recreation Facilities (ex: Fitness Center, Tennis

Courts, and Cinema Saloons)

Conference Centers

Casinos Travel agents

Health club


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MEASUREMENT Feedback by customers

Online suggestion portals eg.burrp.com

Trip advisor Restaurant magazines

Luxury travel magazine

Websites

Slm

Wlh


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SWOT ANALYSISStrengths

fulfill the demand of the tourists

international tourists travelers Manpower costs in the Indian hotel industry is one of

the lowest

After sale service

High Quality Service Entertainment


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Weaknesses

The cost of land in India is high

Focus On Foreigners more

High tax structure in the industry

limited value added services

Lack of safety

Opportunities

Demand between the national and the inbound tourists canbe easily managed due to difference in the period of holidays

Growing consumer income


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Threats

Guesthouses replace the hotels

Strong Competition

Potential to downturns to travel

Terrorist attack


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Thank You

marketing final ppt.pptx

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