Services in hospitality industry

services marketing

1. SERVICES IN HOSPITALITY INDUSTRY PRESENTED BY: PRIYA RACHEL 15BSP0906 RAHUL KUMAR 15BSP0950 RAHUL YADAV 15BSP0955 ROHIT LAD 15BSP1025 SARVESH KALAN 15BSP1108

2. WHAT IS HOSPITALITY INDUSTRY? Most people think that hotels alone belong to the hospitality industry, but hotels are only one sector of this industry. Many forms of transportation, lodging, restaurants and cuisine that caters to tourists are also part of this business. For example, this niche includes airlines, cruise ships and even fancier trains. Restaurants, general tourism and event planning also belong in this category. Some of these businesses partially belong to the hospitality industry. For example, a fast food restaurant would be considered convenient. A restaurant that provides fancy food with amazing service would be providing a hospitality service.

3. SERVICES IN HOSPITALITY INDUSTRY Regardless of the business, this industry relies heavily on providing an excellent level of service. One of the most defining aspects of this industry is that it focuses on customer satisfaction . A bad experience might keep them from returning ever again.  Brand loyalty is very important to these customers, so the associated companies do their best to provide the best service.

4. SEGMENTATION Accommodation and Catering : This segment is highly fragmented and it is further divided in two broad sub segments namely; Restaurants and Hotels. It is the largest segment of the industry and it is mostly dominated by the unorganized sector Tourist Destinations : This segment comprises India’s vast array of tourist destinations varying from world heritage sites to beautiful scenic destinations and extravagant festivals among other attractions Events : It is the newest segment of the industry and it is driven by the rising trend of concerts, youth festivals and weekenders in the country Travel and Tour Formats : This segment works under two broad categories; Offline Mode and Online Mode and it comprises various tour and travel formats such as Eco-tourism, Medical tourism, Adventure tourism etc.

5. EXCELLENCE IN HOSPITALITY For a hotel industry to achieve excellence in hospitality, many guest relations skills must be learned by the employees who will be delivering the services. Some of these skills are: Smiling Greeting Conversing Telephone etiquette Maintaining positive attitude Keeping a sense of humor Making positive decision Providing positive endings

6. THE FUTURE OF HOSPITALITY India is the ninth largest civil aviation market in the world in 2014. The sector is projected to be the third largest aviation market globally by 2020 .  India’s aviation market caters to 117 million domestic and 43 million international passengers in 2014. Over the next decade the market could reach 337 million domestic and 84 million international passengers. GOVERNMENT INITAITIVES: Promotion of rural tourism by Ministry of Tourism in collaboration with the United Nations Development Program Availability of Medical Visa for tourists coming into the country for medical treatment 100 percent FDI allowed through automatic route in hotel and tourism sector Elimination of customs duty for import of raw materials, equipment, liquor etc. Five-year income tax holidays for 2-4 star hotels established in specified districts having UNESCO-declared 'World Heritage Sites'

7. CHALLENGES FACED BY HOSPITALITY INDUSTRY Customers want an outstanding, personalized experience: companies want to deliver an outstanding, individualized customer experience, they should consider understanding their customers’ needs and desires and craft a value proposition that speaks directly to them. This can be a challenge because customers—and their likes and dislikes—are continually evolving as generational influences wax and wane. Companies are data-rich but insight-poor: To truly understand their customers’ needs and deliver an outstanding experience, T&H companies should be able to access and leverage the right information at the right time—not an easy task Recruiting and retaining the right people: Many T&H companies of all sizes are finding it increasingly difficult to recruit and retain individuals with the right blend of interpersonal and technical skills.

8. TOP PLAYERS IN HOSPITALITY SECTOR IN INDIA ITDC Hotels: ITDC was established with the objective of promotion of tourism in India and more than 30 hotels are operating under ITDC Hotels like Hotel Qutub at Delhi, Temple Bay Ashok Beach Resort at Mamallapuram , Khajuraho Ashok, Bharatpur Forest Lodge, Ashok Yatri Niwas and Hotel Ashok at Delhi.  Hotel Corporation of India: Hotel Corporation is a Public Sector undertaking working under the Air India Limited and this corporation came into existence in the year 1971 . They are operating two hotels at Srinagar and Delhi namely Centaur Lake View Hotel and Centaur Hotel Delhi Airport. Asian Hotels Limited: Asian Hotels are engaged in the business of operating and setting up of hotels. This company also has two hotels each at Delhi and Srinagar and they are popular for the best customer care service offered by them.

9. Contd.. Hotel Leela Ventura: Hotel Leela Venture has a chain of five-star luxury resorts and hotels and this company in the hospitality sector came into existence in the year 1957. Oberoi Hotels: Oberoi Hotels is popularly known as East Indian Hotels and this group was established in the year 1934. They are also engaged in other businesses like flight catering, travels, Press, Air Charters and car rentals. Indian Hotels Company Limited: Indian Hotels Company is the parent firm of the popular Taj group of hotels and this company came into existence in the year 1903. Taj group of hotels offer a wide range of luxurious suites with meeting facilities, well-equipped banquet, rejuvenating spas and modern fitness centres . ITC Hotels: ITC Hotels came into existence in the year 1910 on the 24th of August in the city of Kolkata. They have hotel business in more than 50 destinations in India and there are nearly 60 hotels under their brand name.

10. STEPS FOR DEALING WITH CUSTOMER COMPLAINTS Listen carefully to what the customer has to say, and let them finish.  Don't get defensive. The customer is not attacking you personally; he or she has a problem and is upset. Repeat back what you are hearing to show that you have listened. Ask questions in a caring and concerned manner.  The more information you can get from the customer, the better you will understand his or her perspective. I’ve learned it’s easier to ask questions than to jump to conclusions. Put yourself in their shoes .  As a business owner, your goal is to solve the problem, not argue. The customer needs to feel like you’re on his or her side and that you empathize with the situation. Apologize without blaming . When a customer senses that you are sincerely sorry, it usually diffuses the situation. Don't blame another person or department. Just say, "I'm sorry about that.” Solve the problem, or find someone who can solve it— quickly! Research indicates that customers prefer the person they are speaking with to instantly solve their problem. When complaints are moved up the chain of command, they become more expensive to handle and only add to the customer's frustration.