Professional Documents
Culture Documents
Services Marketing
Talk about:
About Hospitality Service. Hospitality Services in the global perspective. Contribution to the Indian Economy. SWOT Analysis Emerging trends in Hospitality sector Challenges for Hospitality Industry Hotel Industry
Hospitality Service is essentially an intangible service which is as important to the customer as the product itself.
Attention to the customer Courtesy An atmosphere of hospitality Helpfulness / assistance to customers an interest in customers' opinions and feedback.
Complaints Resolution. Company policies that work for customers and not against them. Order and cleanliness. In very simple terms, hospitality is the art of being warm to strangers and has been derived from the Latin word hospitalitem, which means "friendliness to guests".
It is an umbrella term for a broad variety of service industries including, but not limited to, hotels, food service, casinos, and tourism.
The hospitality industry is very diverse and global. The industry is cyclical; dictated by the fluctuations that occur with an economy every year. The concept of hospitality business started when people started traveling away on business and they needed a place away from home which could cater to all their needs.
Hospitality is deep-rooted in our traditions and comes as an integral part of our heritage. The Indian hospitality industry is expanding presently, with high operating margins and increase in the number of travelers visiting India - both inbound and outbound.
SWOT Analysis
STRENGTHS
Government support
Increase in the market share
Slow Implementation
Susceptible to Political Events
Technology
Loyalty Travel
HOTEL INDUSTRY
A hotel is an establishment that provides paid lodging, usually on a short-term basis. Some of the main features of the Indian hotel industry include the following.
The industry is more dependent on metropolitan cities as they account for 75% to 80% of the revenues, with Delhi and Mumbai being on top.
The average room rate (ARR) and occupancy rate (OC) are the two most critical factors that determine profitability. ARR depends on location, brand image, star rating, quality of facilities and services offered.
India is an ideal destination for tourists. Approximately 4.4 million tourists visit India every year. Thus the growth prospects are very high. The hotel industry can be further categorized into three segments: hotels, restaurants and contract caterers.
The hotels in India can be broadly classified into the following segments: 1.Star rated hotels 2.Heritage hotels 3.Budget hotels 4.Unclassified hotels
The first 2 types are usually located in business areas of metro cities and cater to foreign tourists, business travelers, top government officials and political brass, offering luxury at a high price. The next 2 types in tier II cities and tourist destinations, preferred by mid-level executives and leisure tourists. The last 2 types are found in smaller cities and around tourist spots, preferred by domestic tourists.
Heritage Hotels. These are characterized by lesser capital expenditure and affordability and include hotels running in palaces, castles, forts, hunting lodges etc.
Marketing Tasks
Planning & Research
1. Where are we now?
Implementation
3. How do we get there?
Control
4. How do we make sure we get there?
Evaluation
5. How do we know if we got there?
A written plan for marketing a hospitality and travel organization covering a period of three to five years in the future.
Marketing Plan A written, short-term plan for a period of two years or less which details how a hospitality or travel organization will use its marketing mix to achieve its marketing objectives.
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