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To fulfil individual desire and transform them into memories

Vision

RESARCH

• Small Font.....

• Slide show of pictures....

• Luxury / Premium thing should reach to customers.......

• Menu tab on website.....

• Inquiry or feedback form.....

• Spa facility.......

Marketing

• Coast ecotel is an intangible service product.• Segmentation will be on basis of status and

income –affluent upper class.• Psychographic segmentation - will relate with

people looking for peace and privacy.• Target customers will be rich and premium

class.• Positioning is premium luxury resort.

Competitors Analysis

• Competitor like Pearl Resort, Exotica Beach Resort ,Woodland Resort, Shree Ganesh Beach Resorts they have good online and offline presence

• Superior services provided

STRENGTH•Peace and relaxing holiday for the premium class• Best Konkani cuisine, adventurous water sports and various temple worth seeing•A convinent transportation Network

WEAKNESS

•Company brand awareness is restricted •Limited focus on business travellers

OPPORTUNITY

•Sponsor events • Travellers looking for different experience

THREATS •Increase in labour cost and other cost •Increasing competition in the luxury resort hotel market •Potential for a competitive, global brand to enter the market with a similar product.

SWOT

Tagline

The luxury of being yourself

INFO CELL (KIND OF BPO)

Process of Info cell• The technical infrastructure is the most critical and complex. The customer

services call initially goes to MTNL/BSNL and the same is transferred to 2 hunting lines (on first come first serve basis) at the customer services centre premises.

• Two nodes of LAN (with computers, telephones with head phones and tele-

conferencing facility, support of the server and Internet connectivity) will be dedicated to customer care service.

• The entire backup support system consisting of Uninterrupted Power Supply

(for both server and the nodes), Air-conditioning System and other logistics will be made available to Coast Ecotel.

• The whole technical infrastructure will be owned and maintained by Coast Ecotel Management.

Skills required of Info Cell Communication Skills Attend the call with greetings. Avoid defensiveness in conversation. Avoid use of unnecessary and complex words and sentences Smooth transition in voice Close call with greetings. Computer Skills Basic knowledge of computer applications. Basic knowledge of Internet. Sending and Receiving E-mails.

Responsibities of Info cell• Strong networking with every department of organization. • power relation • Power service• Their should be under promise & over delivering• They should know all the toll free numbers• Attending every customer politely with patience & providing with true

information• Reducing call drops• It is part of internal branding i.e. generating good will within organisation.• Improve their productivity & keeping the consistency.

Functioning of the Info cell• Info sale plays a major role for retaining the customers• 85% is need to create a customer & 15% to retained the customer.• They are the medium for carrying out business processes.• They are the mediators • They are one who promotes the company’s latest products and

services • They also gain customer feedback to analyze the interest of the

customers.

Some solutions to retain the customers

Invite complaints

Appreciating complaints & improving them..

Contd

Keep it fresh… but familiar which sells customisable greetings cards

through its website, relies on the continual development of its product to keep repeat business high

Remind customers that you’re therein frequent communication with customers,

sending out newsletters, personalised emails and thank you cards both to individual buyers

‘It’s important to listen to them to find out what colours and styles are selling well, so you can tailor the next order to their wishes

Suggestions

• offering regularly customer membership cards• connecting through mails, messages etc• Call back facility CRM software Understand the customer Retain customers through better customer experience Attract new customer Win new clients and contracts Increase profitably Decrease customer management costs

Menu

Five Letters to Our Success

QSCVH

Q

• Q - (Quality) is quality : “A journey and not a final destination”

And … “Our commitment to customers through

Quality!”

Quality : Pre-preparation

Maintain Quality and Taste standards.• Non Storage. Fresh Dough.(Atta making

Machine)• Standard Recipes and Food • Vegetables bought from Whole seller or direct

from farm. • Perishable food : Minimum storage hours

Quality : Preparation

• Quality control check.• Shelf life• Vegetables to be in freezer for not more then

2 days, then discarded

Quality : Post preparation

• Customers enjoy :freshest, most authentic taste of food and establish high degree credit.

And Our commitment.. Quality !

S

S (Service) is the service we promise to deliver • Includes : Restaurant comfort, Convenience,

Staff attitude.- Motto ‘Serve with a promise of Good health‘ “Each and every consumer is important”• Serve hot in 10 minutes of order placed.

Service

Our Staff would be Women/ Mothers .

• Make customers feel Happy and Satisfied.

• Staff training : Skilled Maharashtrain house-wives.

C

C (Cleanliness) refers to the health, clean.

"Instead of resting against the wall, it is better to clean up“All utensils, crockery, plates, bowls should be clean properly as well as the working area.

Cleanliness : Kitchen

Strict code of decorum and cleanliness :ensuring “Hygiene plays a large role in the way the food is served” • Kitchen Staff : Extensive precautionary rules• Sterilized hand sanitizer(bactericidal)• Wear full covered cloths and Cap for hair.

V

• V (Value) is the value, meaning“To provide the most valuable high-quality and healthy food to customers." – • Nutrient-rich and the price is reasonable.• In a clean environment + nutritious food

= “Value for money."

Value : Future

• Constant efforts to provide more to the customers through various new offers and introductions in the menu.

“ Giving the City it’s Tradition and Health back” - Our Pride!

Hygiene

• Hygiene plays an important role in Coast Ecotel as Hygiene

Delicious delicacies of COAST ECOTELStarter Starter Main Course Main Course Desserts

Cashew Kothimbir

Wadi

Crispy Prawns Kaju Usal Kolambi che Aambat

Modak

Stuffed Jackfruit (Dry)

Fish stick in green Sauce

Jackfruit Masala Prawns Kalwan Coconut Barfi

Kanda Bhaji Crispy Ring Fried Squid

Birdhe Malwani Rassa Piyush

Aluwadi Tandoori Lobster

Sprouted beans in coconut

Masala

Crab Masala/ Stuffed Crab

Chicken Tandoori/

Kabab/Tikka

Prawns/Chicken/

Mutton PickleFish Kurkure Bombil/Surmai/

Halwa/Pomfret fry

Pricing Strategies

Customer Lifetime Value Calculator (CLV)

Long term relationshipAssociating value to a customerAcquisition process

• Develop and retain customers

• Directly proportional to satisfaction levels

• Profits generated in the short term shouldn’t not be the sole focus of the company

Category 1 Category 2 Category 3 Category 40

2

4

6

8

10

12

14

16

Profit from referrals

Profit from reduced operating costs

Profit from price premium

Profit from increased purchases

Base Profit

Sales(Rs)

CLV Result

• Low Acquisition costs• Low Marketing costs• Low Variable Costs • Low Cost of sales

Increases Value per customer Increases Profit

How?Loyalty

programs & unmatched

services

Percentage Pricing Strategy

91% Flexible rate strategy plus other strategies

43% Only Flexible rate strategy

39% Adjust prices daily26% Adjust prices weekly35% Adjust prices monthly

Pricing Strategy

Establishing Room Rates

Rack rate (Price ceiling)

Alternative room rate(Price floor)

Cost, Competition and Market

Price setting approaches…

• Cost Approach Illustration:

A. Total Number of Rooms Sold per Year

=Total rooms * Expected occupancy rate * Days in the year = 11 * 0.85 * 365 = 3412 units/Year

B. Calculate Direct and Indirect Expenses

• Frills • Staff • Laundry etc

• Maintenance• Utility• Depreciation etc

Adding both gives Hurdle rate, also knows as Break Even Point

Rs 3000/-

No profit, No Loss

C. Multiplier Method (1)

Desired Room Cost Percentage: = Forecasted Total Room Cost / Forecasted Total Room Revenue= 3000/5000= 0.6

Rack Rate= 1/0.6 = 1.66= 1.66 * 3000 = Rs 4900/-

D. Mark-up Method (Margins)

= 40% margin on costs incurred = 3000* 1 + 0.40 = Rs 4200/-

• Market Condition Approach

“Charge only what the market will accept”.

Also known as Dynamic Pricing - Adjusting prices continuously to

meet the situation

Commonly used pricing strategies

• Product bundle pricing

• Optional product pricing

Continued…

• Discount Pricing

• Allowance Pricing: Reward dealers and intermediaries for participating in

advertising and sales promotion.

Advertisement

Advertisement Plan

Advertisement should be focus on below parameters1) E commerce

o Make my tripo Yatra.com

2)Print media

o Times of Indiao Hindustan times

3) Electronic mediao TLCo NDTV good day

4) Tie up with local tourists agencies

Contd….

• Campaign would be start from September onwards

• One add would be insert in the news paper on every Saturday and Sunday ( September to December )

• We will make 20 second add which will show each and everything about the Resort

Contd...

• Four advertisement would be running on Saturday and Sunday

• Time slots would be morning from 8 am to 11 am and 7 pm to 10 pm

Advertisement Budget

1) Print Media

o 10 lakhs Approx ( September to December )o 10 lakhs Approx ( January to August )

2) Electronic Media

o 40 lakhs Approx( September to December )

3) Digital Media

o 10 lakhs Approx ( September to August )

IT

• Online Site maintenance should be given to third party.

• Some add-on features should be included in site such as Availability check Redirecting to booking website

• Effective use of SEO, SEM should be done to promote the website

• Tie up with Tour guide site like Trip adviser

• Better communication with use of mails and messaging services.

• Big screens , Play Station , Sensor Systems can be placed to give luxurious feeling

• 24 hours calling assistance will be provided

Suggestions &Recommendations

• Resort should keep indoor sports like pool

• Resort should create a small park for children

• Fitness Centre and Outdoor relaxation Area can be provided to the guest

• Resort can start giving guest SPA facilities

• Resort should have conference room for corporate • Resort should have tie up with transport agencies

for providing the guest with bus facilities

• High-speed Internet should be made available at resort’s hotels with Wireless technology.

• Resort should outsource their routine operations