services practiced in hotel industry
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Transcript of services practiced in hotel industry
Services in Hotel Industry
Name Roll no Division
Priyanka Bhutani 11 1
Komal Batra 55 1
Jinal Jain 61 1
Services practiced in hotel industry Front office
Food and beverage
Guest relations
Marketing
Human resources
Sales
Maintenance
Security and safety
Quality and services
Innovation
Classification of hotels
Comfort
Budget hotel
Business hotel
Luxury hotel
Nature
Residential
Resort
Commercial
international
Floating
Standard and control
Approved
unapproved
Star Rating
7 STARS
6 STARS
5 STAR DELUX
5 STAR
4 STAR
3 STAR
2 STAR
HERITAGE HOTELS
Hotel User
Domestic
Educationists
Sportsmen
Medical representatives
Trade representatives
Officials
Pilgrims
Students
Foreign
Film stars
Cultural representatives
Sportsmen
Educationists
Political representatives
Trade representatives
Pilgrims
Marketing mixPHYSICAL EVIDENCE
PROMOTION
PRODUCT
PEOPLE
PROCESS
PLACE
PRICE
ProductCORE
BASIC
EXPECTED
AUGMENTED
POTENTIAL
Price
PRICING STRATEGIES
Differential pricing
Demand based
Competition based
Tactical Discounts
SEASONAL DISCOUNTS
TRADE DISCOUNTS
SPECIAL DISCOUNTS
Place
Distribution Chain
0 level 1 level 2 level 3 level 4 level
PromotionADVERTISING
SALES PROMOTION
WORD OF MOUTH PROMOTION
PUBLICITY AND PUBLIC RELATIONS
PERSONAL SELLING
Consumer Behavior Consumer behaviour is influenced by numerous factors
What, why, where, when and how
Three major conditions:
Environmental factors
The buyer's factors
The buyer's responses factors
Environmental Factors•Demographic
•Cultural
•Geographic
•Economic
•Historic
•Legal
•Political
•Technological
•Competitive
Environmental stimuli
• Company
• Customers
• Suppliers
• Intermediaries
• Public
Market Stimuli
• Product
• Price
• Place
• Promotion
• People
• Public
Market efforts
Buyer’s personal
characteristics
Buyer’s psychological
characteristics
Nationality
Ethnicity
Religion
Age
Gender
Life-cycle
Occupation
Economic life-style
Personality
Self concept
Motivation
Perception
Learning
Beliefs
Attitudes
Need recognition
Information Search
Evaluating alternatives
Purchase decision
Post-purchase behaviour
Decision process