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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_VHpLo7APGkMXIDw7/28/2019 MARKETING FINAL PPT.pptx
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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