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