Tourism project

A
PROJECT REPORT
ON
A STUDY OF MARKETING STRATEGIES OF CLUB MAHINDRA
A report submitted to DR. VSIPS as a final fulfillment of BACHELOR OF
MANAGEMENT
Submitted to: submitted by:
MRS. GARIMA SINGH SENGER RITU MISHRA
Dr. VSIPS roll no. 1360793014
Kanpur batch – 2013 – 2016

Dr. VIRENDRA SWARUP INSTITUTE OF PROFESSIONAL STUDIES,
K- BLOCK KIDWAI NAGAR, KANPUR.

(0512)2611997, www.vsipskanpur.com
ACKNOWLEDGEMENT

It is a pleasure to thank all the people who directly or indirectly in many ways have assisted me
in my project related studies and contributed in the process of making this project.
Firstly i would like to thank my project guide MRS. GARIMA SINGH SENGER for her support.
Then i would like to thank my parents who are providing everything which are important for
project like such as money, internet, books. They also supported me to complete the task.
I would thank to all my faculty members.

CONTENT

1. Acknowledgement…………………………………………………………… page 2
2. Contents…………………………………………………………………… page 3 to 4
3. Declaration……………………………………………………………………. page 5
4. Tourism : The Industry In India…………………………………………… …page 6 to 32
 Introduction and definitions of tourism
 Objectives of tourism
 Characteristics of tourism
 Components of tourism
 Classification and forms of tourism
 Advantages and disadvantages of tourism
 Tourism growth in India
 Tourist Destinations

5. Introduction Of The Topic…………………………………………………pages 34 to 60
 Company Profile
 Financial Status
 Understanding Tourism Destinations.
 Carrers

 Facilities
 Corporate Social Responsibility
 Literature review
 Stock updates
 Social initiatives and activities.
6. Research Methodology ……………………………………………… ..page 61 to 65
7. Marketing Mix Of Tourism Industry………………………………….. page 65 to 72
8. Marketing in tourism…………………………………………………... page 72 to 76
9. Impact Of Tourism In India………………………………………… …page 77 to 80
10. SWOT Analysis………………………………………………………… ..page 80 to 81
11. Pest analysis…………………………………………………………… .page 82 to 83
12. Policies – FDI Policy And Financial Support……………………..…….page 84 to 86
13. Suggestions ………………………………………………………… …..page 86 to 87
14. Conclusion ……………………………………………………………. ..page 88
15. Bibliography …………………………………………………………… page 89

DECLARATION

I , the undersigned RITU MISHRA student of BACHELOR OF MANAGEMENT ( 3
RD
YEAR)
here by declare that the project work presented in this report is my own work and has been
carried out under the supervision of MRS. GARIMA SINGH SENGER of DR. VIRENDRA
SWAROOP OF INSTITUTE OF PROFESSIONAL STUDIES .
DATE –
PLACE – KANPUR STUDENT SIGNATURE

TOURISM : THE INDUSTRY IN INDIA

India is one of the oldest countries in the world, full of charming and attractive historical
sites and challenging and mysterious stories that were laid in the foundation of Indian cities,
regions and even buildings. India is the country of contrasts from architectural and cultural
perspectives. If you want to amuse yourself with food, culture, language, clothing and
various traditions, INDIA is the right place for you to visit. With the population of over one
billion people, INDIA is very multicultural and each of the twenty eight states in the country
has its unique identity that determines and directs its history.
Travel and tourism is one of the successful industries all over the world with greater scope in
future .motive of blog to provide up to date information regarding industry as well as other
travel related information.
 Tourism is travel for pleasure; also the theory and practice of touring, the business of
attracting, accommodating, and entertaining tourists, and the business of operating tours.

Tourism may be international, or within the traveler's country. The World Tourism
Organization defines tourism more generally, in terms which go "beyond the common
perception of tourism as being limited to holiday activity only ", as people "traveling to
and staying in places outside their usual environment for not more than one consecutive
year for leisure, business and other purposes.
 As a service industry, tourism has numerous tangible and intangible elements. Major
tangible elements include transportation, accommodation, and other components of a
hospitality industry. Major intangible elements relate to the purpose or motivation for
becoming a tourist, such as rest, relaxation, the opportunity to meet new people and
experience other cultures, or simply to do something different and have an adventure.
 Tourism is vital for many countries, due to the income generated by the consumption of
goods and services by tourists, the taxes levied on businesses in the tourism industry, and
the opportunity for employment and economic advancement by working in the industry.
 Tourism industry does not have a single entity but it is the combination of different
industries include primary suppliers like attraction of the destination ,transportation
industry ( surface transport, air transport, water transport), hospitality industry ( hotels
,restaurants etc. ) , tour operators, travel agents, banking, insurance , shopping and
entertainment.

 For these reasons NGOs and government agencies may sometimes promote a specific
region as a tourist destination, and support the development of a tourism industry in that
area. The contemporary phenomenon of mass tourism may sometimes result in over
development, however alternative forms of tourism such as ecotourism seek to avoid
such outcomes by pursuing tourism in a sustainable way.
 Travel and tourism is the largest service industry globally in terms of gross revenue and
foreign exchange earnings. It is also one of the largest employment generators in the
world. It has been a major social phenomenon and is driven by social, religious,
recreational, knowledge seeking and business interests and motivated by the human urge
for new experience, adventure, education, and entertainment. Tourism is both cause and
consequence of economic development. It has the potential to stimulate other sectors in
the economy owing to cross-synergistic benefits and its backward and forward linkages.
 Tourism comprises activities of people travelling to and staying in places outside their
usual environment for not more than one consecutive year for leisure, business and
social, recreational, and knowledge seeking purposes.
 Accommodation is one of the basic needs of any tourism activity. Travelers and tourists
need lodging for rest, while they are on tour. Accommodation in the form of low budget
lodges/hotels to world class luxury hotels is available at all the major tourist destinations
to provide a home away from home. These are establishments that provide a stay for the
tourist i.e. lodging paid for the duration of the stay of the tourist.
 India is ranked 38
th
country in the world in tourism sector and 7
th
among Asian and
Pacific countries.
Tourism is the largest service industry in INDIA , with a contribution of 6.23% to the
National GDP and 8.78% of the total employment in INDIA.
INDIA witnesses more than 5 million annual foreign tourists arrivals and 562 million
domestic tourism visits.
The tourism industry in INDIA generated about US$187.9 BILLION as GDP in 2014-
15.while growing the fastest at 11.7% compound annual growth rate over the periods 2011-
12 to 2014-15.
India as a Tourism Destination in the toast of the world at the moment.
TRAVEL and TOURISM INDUSTRY is the second highest foreign exchange earner for
INDIA.
The sector is predicted to grow at an average annual rate of 7.9% tll 2023 making INDIA the
third fastest growing Tourism Destination over the next decade.

INTRODUCTION

William F. Theo bald (1994) suggested that "etymologically, the word tour is derived from
the Latin, 'torn are' and the Greek, 'torsos', meaning 'a lathe or circle; movement around a central
point or axis'. This meaning has changed in modern English to represent 'one's turn'. The suffix –
ism is defined as 'an action or process; typical behavior or quality.
Defining tourism is not a simple matter, as it is a complex industry made up of many different
businesses, the common theme being that they provide products and services to tourists/visitors.
Tourism is the act of travel for predominantly recreational or leisure purposes, and also refers to
the provision of services in support of this act. According to the World Tourism Organization,
tourists are people who "travel to and stay in places outside their usual environment for not more
than one consecutive year for leisure, business and other purposes not related to the exercise of
an activity remunerated from within the place visited.
Tourism is the activities of persons travelling to and staying in places outside their usual
environment for not more than one consecutive year for leisure, business or other purposes..
Tourism can be domestic or international, and international tourism has both incoming and
outgoing implications on a country's balance of payments. Today, tourism is a major source of
income for many countries, and affects the economy of both the source and host countries.
As a service industry, tourism has numerous tangible and intangible elements. Major tangible
elements include transportation, Accommodation and other components of a hospitality industry.
Major intangible elements relate to the purpose or motivation for becoming a tourist, such as
rest, relaxation, the opportunity to meet new people and experience other cultures ,or simply to
do something different and have an adventure.
Tourism is vital for many countries, due to the income generated by the consumption of goods
and services by tourists, the taxes levied on businesses in the TOURISM INDUSTRY, and the
opportunity for employment and economic advancement by working in the industry.

DEFINITIONS OF TOURISM

The terms tourism and travel are sometimes used interchangeably. In this context travel has a
similar definition to tourism, but implies a more purposeful journey. The terms tourism and
tourist are sometimes used pejoratively to imply a shallow interest in the cultures or locations
visited by tourists.
If a trip’s main purpose is business/professionals, it’s often subdivided into two further
categories – attending meetings, conferences or congresses, trade fairs and exhibitions and other
businesses and professional’s purposes.
Tourism is the movement of the tourists from one place to another place. It is the temporary
short-term movement of people to destinations outside the place where they normally live
&work includes the activities they indulge in at the destination as well as all facilities and
services specially created to meet their needs. Tourism does not only mean traveling to a
particular destination but also includes all activities undertaken during the stay. It includes day
visits & excursions. The movement can be in your country or the tourists can also travel to the
foreign destinations for the tourism purpose.
Tourism is travel for recreational (fun), leisure (rest), family or business purposes. The world
tourism organization defines tourists as people “ travelling to and staying in places outside their
usual environment for not more than one consecutive year for leisure, business and other
purposes.”
Temporary, short – term movement of people to destination outside their resident places.
Tourism is commonly associated with trans-national travel, but may also refer to travel to
another location within the same country.
Tourism is reality is not an industry but an activity .it is defined as an activity that takes
places when people move to some other place for leisure or for business and stay at least for
24 hours.
 Tourism is the leader in the production of new jobs.
 Growth rate of services sector faster than any other.
 Tourism has developed an important part of the economic foundation of many
countries.

 Domestic tourism, involving residents of the given country traveling only within this
country.
COMPONENTS OF TOURISM INDUSTRY
ATTRACTION SECTOR – which comprises manmade and natural attractions which are
developed to satisfy visitors educational, recreational, aesthetic needs etc.
ADVERTISING SECTOR – which include Advertising through Mass Media and the internet?
ACCOMMODATION SECTOR – all types of establishments that offers lodging to visitors
(Hotel, Motel, Guest Houses, caravans etc.)
TRANSPORT SECTOR – which include Air, water, and surface Transport?
FIVE A’S – ACCOMMODATION
ACCESSIBILITY
AMENITIES
ATTRACTIONS
ACTIVITIES
ACCOMMODATION –
 It is very basic to tourist destinations.
 The latest trend in accommodation is holiday villages.
TYPES OF ACCOMMODATIONS
 PRIMARY ACCOMMODATIONS
 SECONDARY ACCOMMODATIONS
PRIMARY ACCOMMODATIONS
 Hotels
 Resorts
 Complexes

 Heritage hotels
SECONDARY ACCMMODATION
 Motels
 Youth hostels
 Holiday centers
 Farm houses
 Sleeper trains
 Caravans

ACCESSIBILITY –
Accessibility is a means by which a tourist can reach the area where attractions are located.
Accessibility also means the transportation. Three modes of transportations rail air and water.
Accessible tourism is intended as the set of services and facilities capable of allowing persons
with specific needs to enjoy a holiday and their leisure time with no particular barriers or
problems.
AMENITIES-
THE BASIC FACILITIES PROVIDED IN A TOURIST DESTINATION .
TYPES OF AMENITIES
 NATURAL AMENITIES
 MANMADE AMENITIES
NATURAL AMENITIES - beaches
sea bathing
possibilities of fishing
Opportunities of trekking.
MANMADE AMENITIES -

 Various types of entertainment
 Facilities which cater special needs.

ATTRACTIONS –
A tourist attraction is a place of interest where tourists visits, typically for its inherent or
exhibited cultural value, historical , significance , natural or built beauty or amusement
opportunities.
TYPES OF ATTRACTIONS –
 NATURAL ATTRACTIONS
 MANMADE ATTRACTIONS
NATURAL ATTRACTIONS – MANMADE ATTRACTIONS
 CLIMATES THEME PARKS
 LANDSCAPES MUSEUMS
 MOUNTAINS ANCIENT MONUMENTS
 BEACHES CULTURAL CENTERS
ACTIVITIES –
The various elements of tourism services available which offered to Tourist at the destinations.
ACTIVITIES ARE CLASSIFIED AS –
 Tourism resources
 Receptive facilities
 Entertainment and sports facilities
 Tourism reception facilities

OBJECTIVES OF TOURISM

 To promote healthy relationship among individuals who are actively engaged in tourism
related business through useful interaction, organizing regular meetings and cultural and
social activities
 To set up educational institutions and other institutions which create an environment for
offering various courses in tourism and get affiliation/approval from
University/Universities or other institutions for conducting such courses.
 To institute awards, prizes and gifts for encouraging tourism.
 To promote and improve the standard and quality of tourist movement in India.
 To reward and recognize, persons and organizations working in the field of tourism.
 To provide medical insurance and other welfare schemes to tourism related persons.
 To collaborate with tourism related industries like hotels for mutual benefit.
 To establish a printing and publishing house or otherwise bring out periodicals,
magazines and books.
 To engage in charitable and social service activities of every kind to help the poor, needy,
aged, ill, backward and weaker sections of the general public without discrimination of
religion, caste, creed or sex.
 To purchase, construct, take on lease or otherwise acquire land, building and other
movable and immovable properties and to sell, lease, mortgage or hypothecate or
otherwise dispose of all or any of the property and assets of the society on such terms and
conditions as the society may deem fit for attaining the objects.
 To accept donations in cash or in kind, grants and collect subscriptions, fees and other
charges for the services rendered by the society and take and raise funds by way of loans

or otherwise and the receipts shall be solely utilized and applied towards the promotion of
aim and objectives of the society.
 To do all other lawful acts, as are necessary for and/or incidental to the attainment of the
aims and objectives of the society.
 To promote and enrich tourism education.

CHARACTERISTICS OF TOURISM INDUSTRY
Perish Ability- Perish ability is one of the most
important characteristics of the tourism industry. The
products/services in the tourism and travel industry
are consumed as they are produced. Hotel rooms and
cable car seats cannot be warehoused for futures sales.
When a hotel room is not booked tonight, you cannot
take ‘tonight’ and sell it tomorrow. Once the train left
the station, unused capacity cannot be sold afterwards –
provided that it was no time-traveling train.
As an uncertainty in customer demand leverages this issue, hotels and travel agencies tend to
overbook available rooms and seats. Finding an alternative product for the customer and living
with the consequences of overbooking is statistically more economical.
Inconsistency - Products of the tourism industry always differ. Even the same hotel room in the
same week with the same weather can be perceived differently due to the mood of the chef. It is
always about the experience that the customer makes. Rational product attributes like price,
nights of stay, and additional services can only be compared to a minor degree. It is challenging
to deal with the customer perception of the product (the perceived quality) as it is highly affected
by numerous uninfluenceable aspects such as weather, construction sites, other customers etc.
Hence, the product is very inconsistent and cannot be standardized.
People-oriented - The tourism industry builds entirely upon people. The interaction between the
staff and the customer determines the perceived product quality. Unlike tangible products where
the customer buys certain features, production quality, durability etc. the holiday quality results
from personal interactions starting with the information and booking process over the stay up to
the journey home.
Inseparability - Most travel products are first sold and the produced and consumed at the same
time. This is an aspect which clearly sets tourism apart from tangible products. When you buy a
new computer it is produced and shipped before you see it on the website or at the retailer’s

premise. The consumption of that computer – using it – takes place after purchase at your home.
You cannot take the hotel room home – only the small bottles of shampoo and toothpaste. And
you cannot enjoy the alpine sleigh ride in your living room. Tourism products can only be
consumed at the supplier’s premise.
Intangibility - Tourism products are intangible. A night in a hotel, a day in a ski-resort, the calm
flight with the nice attendant, and the smiling tour-guide taking you to the peak of an alpine
mountain – all this cannot be touched. Tourism is all about the time spent and the experience
made. The products sold by tourism companies both can’t be reproduced or reused. Nor can the
feeling of consumption be captured to its full extent. There are merely attempts with photographs
and video cameras.
Immutability- Offers and products by tourism companies are generally easy to copy. When the
neighbor hotel adds a masseur to its SPA offer you more or less only need somebody with a firm
grip and here you go. So how can hotels build a unique selling proposition? Originality,
consistency, location etc. – but not by hoping that their services are not imitable.

Inflexibility - Travel products are fairly inflexible in terms of fluctuation. Hotels cannot change
their capacities quickly enough to react on spontaneous fluctuations in demand. Hence, such
companies try to balance between high and low demands, so that it’s not too much of a pain for
the company when restaurant tables remain empty and for customers when there are no more
tables available.

Investment and immobility - Talking about hotels and other accommodations there is usually a
big capital lockup in the assets. Hotels have furniture, restaurants, TV-sets, laundry-service,
pools, saunas etc. – invested capital that has to pay off.
And that’s not all – all those investments are attached to one locality which means that those
tourism companies are to a huge extent dependent on the attractiveness of the region, the
country, its surroundings and so forth.
Long market development term - Investing in any sector of the tourism industry is a long term
commitment. Very few new businesses will achieve maximum capacity in the first few years of
operation.

Co-operative nature of competition -
Businesses that would normally see themselves as being in competition, work in a co-operative
manner to jointly promote their destination.

Seasonality of demand - Most tourist destination areas are characterised by fluctuating periods
of demand called ‘peaks’, ‘shoulders’ and ‘troughs'.

Differentiation- This means that the elements that make up travel products and their quality
standards are difficult to control in a. unified manner.
Complimentarily – Tourism is made up of activities such as eating, accommodation, travel ,
entertainment and touring.
CLASSIFICATION OF TOURISM –
 History Tourism
 Adventure Tourism
 Medical Tourism
 Eco Tourism
 Cultural Tourism
 Pilgrimage Tourism
 Spiritual Tourism
 Industrial Tourism
 Sports Tourism
 Active Tourism
 Social Tourism
 Pleasure Tourism
 Nature Tourism
 Business Tourism
Adventure Tourism
Adventure tourism has shown phenomenal growth in the recent years in India. Adventure
tourism involves exploration of various exotic areas and doing various adventurous activities

over there including trekking, skiing, water rafting, paragliding and much more. The most exotic
and adventurous destinations of India include LADAKH, Sikkim, and Himalaya. Himachal
Pradesh, UTTRANCHAL, ASSAM, ARUNACHAL PRADESH and JAMMU And KASHMIR.
Wildlife Tourism in India
India is rich in forest reserve and the tourist can really experience the beauty of nature in many
parts of the country. The ecological biodiversity of India enables the tourists see a number of
species some of which are rare to find and are endangered. Some of the top destinations for
wildlife tourism in India are: SARISKA Wildlife Sanctuary, KEOLADEO Ghana National Park,
RANTHAMBORE National Park, KAZIRANGA National Park, SUNDARBANS and Corbett
National Park.
MAJOR WILDLIFE ZONES OF INDIA
 Deccan peninsula
 Western ghats
 Gang tic plains
 Northern eastern region
 Himalayan region
Medical tourism
In last few years India has gained the attention of the people across the world medical tourism
destinations. The highly effective medicinal system like AYURVEDA and other alternative
medicinal practices is attracting people from every part of the globe for the treatment of many
various chronic ailments in a cost effective way. The favorite spot for medical tourism in India is
Kerala.
Pilgrimage Tourism
India has always been for its temples and religious places and attracts a huge number of pilgrims
from every part of the world for visiting various religious places and temples. The major
pilgrimage of India is VAISHNO DEVI, KAILASH MANSAROVAR , SUN TEMPLE,
JAGANNATH TEMPLE , GOLDEN TEMPLE, CHAR DHAM, BALAJI TEMPLE,
MEENAKSHI Temple and MATHURA VRINDAVAN.

FAMOUS PILGRIMAGE PLACES ARE :
AMARNATH
BADRINATH
BODHGAYA
GOA CHURCHES
HAJI ALI
KEDARNATH
PUSHKAR
JAMA MASJID
PATNA SAHIB
VAISHALI

Eco tourism
Eco-tourism is one of the most fascinating forms of tourism that has emerged significantly these
days. This includes the travel of various naturally endowed area or region such as national parks,
forest reserves, and sanctuaries. India is rich in ecology and hence attracts a large number of
tourists every year for ecotourism. KAZIRANGA National Park, Gig National Park, and
KANHA National Park are some of the favorite eco-tourism spots of India.
Cultural tourism
India is very rich in its cultural heritage and is culturally very diverse too. The ancient
monuments, fair and festivals held in India are the major point of attraction for the tourists. The
DURGA PUJA, GANPATI PUJA, PUSHKAR FAIR, KUMBH MELA, TAJ MAHOTSAV , and
SURAJ KUND MELA are some of the major festivals and fairs attracting the tourists.
Spiritual tourism - It is also called as Pilgrimage tourism / Spiritual tourism. It is a form of
tourism, where people travel individually or in groups for pilgrimage. The world's largest form
of mass religious tourism takes place at the annual Hajj pilgrimage in Mecca, Saudi Arabia.
Modern religious tourists are more able to visit holy cities and holy sites around the world. The
most famous holy cities are Jerusalem, Mecca and Varanasi.
Sports tourism - Sports Tourism refers to travel which involves either viewing or participating
in a sporting event staying apart from their usual environment. Sport tourism is a fast growing
sector of the global travel industry. Sports tourism refers to people travelling to participate in a
competitive sport event. Normally these kinds of events are the motivators that attract visitors to
visit the events like Olympic Games, FIFA World Cup. Sports tourism can be adventurous also.
Adventure sport tourism is also called as Adventure tourism. Adventure sport tourism is more

challenging because it takes the tourists into regions which are less frequently visited and may
not have easy access. According to the National Tour Association, adventure tourism is a "tour
designed around an adventurous activity such as rafting, hiking, or mountain climbing."
Adventure sports tourism is a package of
 Recreation
 Enjoyment
 Education
 Thrills of participating in an adventure

Business tourism - The business traveler’s main motive for travel is work. Tourists visit a
particular destination for various reasons pertaining to his /her work such as attending a business
meeting, conferences, conventions selling products, meeting clients. Business tourism is
popularly called as MICE (Meetings, incentives, conferences, and exhibitions) tourism (MICE
Tourism :http://www.slideshare.net/SahilGumber1/mice-tourism-ppt )
Industrial tourism is tourism in which the desired destination includes industrial sites peculiar
to a particular location. The concept is not new, as it includes wine tours in France, visits to
cheese makers in the Netherlands, Jack Daniel's distillery tours in the United States (available
since 1866), but has taken on renewed interest in recent times, with both industrial heritage sites
and modern industry attracting tourism.
Nature tourism – India being a peninsula (one of the largest coastline) there a lot of beautiful
beaches spread along the coast and in the Indian islands.
India has a lot of evergreen forests, filled with a high diversity of FLORA and FAUNA.
Plenty of hill stations each providing unique sense of excitement and scenery.

FORMS OF TOURISM
 DOMESTIC TOURISM
 INTERNATIONAL TOURISM
 INBOUND TOURISM
 OUTBOUND TOURISM
DOMESTIC TOURISM – Domestic tourism is tourism involving residents of one country only
within that country.
International tourism - International inbound tourists (overnight visitors) are the number of
tourists who travel to a country other than that in which they have their usual residence, but
outside their usual environment, for a period not exceeding 12 months and whose main purpose
in visiting is other than an activity remunerated from within the country.
There is two parts of international tourism.
Inbound tourism and outbound tourism
INBOUND TOURISM - Incoming tourism is also known as inbound tourism. Incoming
tourism means travelers arriving in different countries from their own.
OUTBOUND TOURISM – Outbound tourism refers to residents to travel outside their home
country.

Advantage of tourism

Tourism refer to the trips that involve travelling of people outside the place of their
residence or work for leisure, pleasure, vacation, business, personal, or other purposes.
The advantages of tourism includes employment opportunity, growth of service sector,
foreign exchange earnings, opportunity for recreation, economic growth, cultural exchange,
better international relations, enjoyment, better health and wellness.
1. Employment: Tourism provides employment opportunity for local people. Tourism
industry is growing very rapidly in India employing millions of people.
2. Growth of Service Sector: Services sector engaged in tourism sector get the most out of
tourism sector. A large number of businesses engaged in service sector such as airlines, hotel,
surface transportation, etc. grow with the growth of tourism industry.
3. Foreign Exchange earning: Many tourist destinations attract a good number of foreign
tourists. This helps the country earn foreign exchange.
4. Recreation: Travel based recreation provides relief from the monotony of daily routine. A
change in place and climate helps a traveler to recharge his mind, body and spirit.
5. Economic growth: Tourism helps in the development of economy of a country. It helps in
the overall GDP development of a country. It helps the local people to earn their livelihood. The
tourists spend lavishly during vacation. The local people engaged in assisting the tourists earn a
good income.
6. Meet new people: It helps the local people to get in touch with the people and country. It
also helps building international relations.
7. Cultural exchange: Tourism gives opportunity to people of various cultures to assimilate
together. People belonging to various cultures meet together and understand each other. This
gives them an opportunity to build respect for each other. Hence, it fosters cultural harmony.

8. Health and wellness: Many people visit other places for the purpose of getting treatment
for diseases, improving health and prevent diseases. This is called Medical and health tourism.
Wellness tourism aim at achieving complete mental, psychological and physical well-being.
There are many tourism destinations offering yoga, aerobics, and other therapies for improving
health and wellness.
9. Fun and enjoyment: Many people travel for fun and enjoyment. They simply do whatever
excites them, or gives them enjoyment.
10. Spend time with families: The life of modern people is hectic. They are too busy in their
professional life. There is immense pressure even on children. Hence, such people plan for a
holiday trip to spend quality time with their families.

Disadvantages of Tourism
The disadvantages of tourism includes increased expenditure, time-consuming, environmental
hazards, loss of architecture and ecological balance, increase in waste products, damage to wild-
life, and disruption in socio-economic and cultural setup.
1. Tourism involves huge expenditure on part of the tourists. Travelling costs includes vehicle
hire charges, hotel and resort rent, food cost, etc. This increases the overall spending of the
person.
2. You need to take out few days out of your busy schedule to visit tourist places. Hence, tourism
is often time-consuming.
3. Leisure trips are good for health, mind and body. However, hectic trips may cause stress and
effect health.
4. It may also lead to environmental hazards such as environmental pollution due to use of
cigars, plastic bags.

5. In order to attract more tourists and earn more profits sprawling resorts are built cutting down
thousands of casuarinas trees beside sea beaches.
6. These resorts destroy both scenic beauty of the place by paying no attention to local
architecture and ecology.
7. As a result of indiscriminate construction of high-rise buildings and infrastructure
facilities, the provision of water supply and waste disposal facilities may get disrupted.
8. Famous tourist spots attract an inflow of residing population. This may lead to an increase in
demand for residential houses, roads, and food for permanent population. Under such situation,
an increase in tourist activities beyond certain level may adversely affect the economy of the
state.
8. Overuse of natural wealth is a serious problem, tourist overuse of mountain trails resulting in
abundance in dumping of waste products, food tins, etc.
9. Damage to wildlife parks is a visible phenomenon. The ground vegetation may suffer due to
the tourists’ shoes. Food habits of animal impaired.
10. Due immense changes, pollution, and dirt, the landscape may lose its scenic beauty.
11. Tourism may have damaging socio-cultural effects. Local people demean themselves to
earn more or imitate alien culture, new lifestyles, foreign culture.

WHO IS TOURISTS ?
The World Tourism Organization defines tourists as people “travelling to and staying in
places outside their usual environment for not more than one consecutive year for leisure,
business and other purposes.”
TYPES OF TOURISTS
 ADVENTURE TOURIST
 BUSINESS TOURIST
 EDUCATION TOURIST
 INCENTIVE TOURIST
 RELIGIOUS TOURIST
 CULTURAL TOURIST
 HEALTH/MEDICAL TOURIST
 LEISURE TOURIST

TOP 10 STATES VISITED BY DOMESTIC TOURIST

 UTTAR PRADESH
 ANDHRA PRADESH
 TAMIL NADU
 KARNATKA
 MAHARASHTRA
 MADHYA PRADESH
 RAJASHTHAN
 UTTARAKHAND
 WEST BENGAL
 GUJARAT

FOREIGN TOURISTS ARRIVALS IN INDIA
 The World travel and tourism council calculated that tourism
 Generated 6.4 trillion or 6.6% of the nation’s GDP in 2012.
 About 22.57 million tourists arrived in INDIA in 2014 , compared to
 19.95 million in 2013.
 INDIA has estimated growth rate of 30% annually
 To reach about 95 billion by 2015.

TOURISM GROWTH IN INDIA
According to World Tourism Organization estimates, India will lead in South Asia with 8.9
million arrivals by 2020.
India is poised to emerge as the 2
nd
fastest growing (8.8%) tourism economy in the world over
2005-14 , According to the World Travel And Tourism.

TOURIST DESTINATIONS

There are many destinations in INDIA…some of the names are as follows: -
AGRA
KOLKATA
SHIMLA
JAIPUR
GOA
PUNE
MUMBAI
OOTY
HYDERABAD
AHEMDABAD
NEW DELHI
NAINITAL
CHANDIGARH
GANGTOK
AMRITSAR
LUCKNOW
DEHRADUN

JODHPUR
SHILLONG
PONDICHERRY
MANALI
KANYAKUMARI
MADURAI
CHANDIGARH
VADODARA
HARIDWAR

CHALLENGES –
 Many of the Tourists site environments are unhealthy.
 Facilities and services are poor in many sites.
 There exists in adequate transportation to reach and continue the journey.
 Infrastructure facility is very poor.
 There is limited availability of tourism information at limit places .there are regional
conflicts due to which tourism is getting affected in some areas.
 There is lack of adequate security in some areas of the country which makes the tourists
feel insecure.
 Loads of taxes in tourism sector is ruining its growth needs immediate action to keep it
moving with tax incentives.
 Global economic meltdown, terror attack, uncertainties in fuel prices, heavy road taxes
have made INDIA an overpriced destination.

OVERCOMING CHALLENGES –
 The central and state govt. must have special attention and invest in large to develop the
infrastructure for utilizing the Tourists spots.
 Tourism information must be update often. The websites must give enriched
INFORMATIONS with catchy phrases.
 Specific toll free numbers can be used for easy access of information by tourists.
 The government must take action to solve security problems and regional conflicts.
 Liberalizing the visa norms can be made so that more number of tourists can arrive and
stay for more days.
 Involvement of private sector in the field can be made to serve the tourists better.
 There can be focused promotion of various places to get attention of the travelers by
using aids like short films, photographs etc.
 Clearly planned, focused tour packages can be introduced which may attract travelers.

CHALLENGES OF TOURISM ANALYSIS

 Lack of proper infrastructure
 Human resources
 Service levels
 Taxation
 Lack of adequate marketing and promotion
 Security
 Regulatory service

PROBLEMS FACED BY TOURISTS –

 Food problems plague the tourists.
 Lack of basic infrastructure and accommodations for tourists in rural areas of the country.
 Women especially western women get harassed by the local men making it unsafe for
women and elderly tourists.
 Costly travel –
 Soaring fuel prices resulting in the increase of fares of flight and trains which are the
main mode of transport for the tourists.
 Lapses in security and safety – incidents of tout and harassment of tourist in some places.
 Gap between demand and supply of manpower.

EMERGING NEW PRODUCTS IN TOURISM

 GOLF TOURISM
 EDUCATIONAL TOURISM
 DOMESTIC TOURISM
 LUXUARY TOURISM
 WEDDING
 ECO – TOURISM
 TEA TOURISM
 SPORTS TOURISM
 MEDICAL TOURIS

THE IMPORTANCE OF TOURISM NEEDS TO BE MAINTAINED

Areas that rely heavily on tourism need to make sure tourists keep coming!
Here are a few ways they can do this:
 Build a new facility.
 Reduce tourists impacts which make the areas less attractive
 Advertise and Market is to attract new tourists.
 Improve transport infrastructure.
 Offer new activities.
 Make it cheaper to visit.

TOURISM IS IMPORTANT TO THE ECONOMIES OF MANY COUNTRIES

 Tourism creates job for local people.
 It also increases the income of other businesses that supply the tourism industry.
 Tourism is important to the economy of both rich and poor countries.
 Poorer countries tend to be more dependent on income from tourism than richer ones.

Introduction
Of
The
Topic

Club Mahindra

Company Overview
Company
Mahindra Holidays & Resorts India Ltd., (MHRIL) is a part of the Leisure and Hospitality sector
of the Mahindra Group and brings to the industry values such as Reliability, Trust and Customer
Satisfaction. Started in 1996, the company’s flagship brand ‘Club Mahindra Holidays’, today has
a fast growing customer base of over 183,000 members and 45 beautiful resorts at some of the
most exotic locations in India and abroad.

Parentage
Mahindra Holidays & Resorts India Limited is part of the USD 16.7 billion multinational
Mahindra Group. With over 180,000 employees in 100 countries across the globe, the Group is
also among India’s top ten Industrial Houses with interests in aerospace, aftermarket,
agribusiness, automotive, components, consulting services, defense, energy, farm equipment,
finance and insurance, industrial equipment, information technology, leisure and hospitality,
logistics, real estate, retail, and two wheelers.

Domain Expertise
Over the last decade, MHRIL has established itself as a market leader in the family holiday
business. The company has followed a two pronged strategy – rapidly increasing its bouquet of
resorts to provide more variety in holidaying options and enhancing its service levels to its
members to provide delight at every point of interaction.

All MHRIL resorts are totally geared to cater to a variety of holiday needs and experiences in all
areas of operation, from housekeeping to food & beverage to holiday activities. Creating and
managing the holiday experience is core strength.

Mission
Good Living. Happy Families.

Vision
We will be among the Top 5 VO companies of the world in terms of member base by FY 2016

Mahindra holidays & resorts (popular under its flagship brand ) CLUB MAHINDRA holidays
was founded in 1996 to provide holidays tour packages.
It’s a part of infrastructure development division of MAHINDRA & MAHINDRA LIMITED.

Profile of the company

Corporate Id: Club Mahindra Corporate
Name: MAHINDRA HOLIDAYS AND RESORTS LTD.
Founded: 1996
Type: Public
Key people: RAMESH RAMANATHAN (C.E.O.) AND Mr. ANAND MAHINDRA
Website: www.clubmahindra.com

HISTORY OF THE COMPANY

 Club Mahindra was set up in 1996.
 First resort at MUNNAR became operational the next year.
 Many were surprised that Mahindra which many consider to be a “jeep and tractor
company” to get into the lifetime holiday business.
 It was part of diversification plan of ANAND MAHINDRA, the group vice – chairman.

CAREERES OF CLUB MAHINDRA
Market Leaders in India
Part of the USD 14.4 billion Mahindra Group, we at MHRIL have set our sights on being among
the top 5 vacation ownership companies in the world by 2016. In order to achieve this, we have
set ourselves challenging goals in line with Mahindra Group's new Rise philosophy, so that we

become the best at what we do. With a fast growing member base of over 183,000 members and
a pick of 45 resorts, we are already market leaders in India.

Hop on the holiday wagon!
Our 'Jiao life' mantra has been helping us create special moments since 1996. Not just for our
members, but for our employees too. Club Mahindra is a place with infinite opportunities for
innovation and challenges that will give wings to your career. The work culture is built on
openness, respect and trust between employees; so that there is empowerment at the work place.
We believe this helps push each one of us towards providing excellent service to our customers
at every touch point. So, if you are looking at a rewarding job that brings a smile not just to you
but the people around you, then you'll fit right in.

Process for Recruitment and Selection Self recruit
Tete-a-tete with internal recruiter to understand role, organization and culture. Candidate to
check for role-fit, culture-fit and organization-fit factors to keep in mind his / her career
aspiration and value systems etc.

360 Degree Assessment
3 levels of interviewing with potential peer, subordinate and superior. One round of HR
interview to check person-organization fit.

Investor relations of club Mahindra

Board of directors

PRODUCT AND SERVICES OF THE COMPANY

 Lifetime holidays.
 Club MAHINDRA travel
 One time holiday
 Fun days.
 Competitors
 Country club Mahindra ltd.
 Thomas Cook Pvt. Ltd.
 Cox and kings.
 KUONI travel group

FACILITIES-

 No Fixed Week Or Destination
 Holiday Multiplier
 One – Up Exchange
 Advance Booking From 90 Days Onwards.
 Membership Cards.
 Immediate Holiday on Full Payment after Recession.
 Realistic Season Classification
 Automatic Accumulation
CLUB MAHINDRA DESTINATIONS -

Club Mahindra Lakeview MUNNAR
Club Mahindra VARCA Beach Goa
Club Mahindra Valley Resort BINSAR
Club Mahindra Snow Peaks MANALI
Club Mahindra COORG, KARNATKA
Club Mahindra Snow View KUFRI
Club Mahindra Hill Resort PATTAYA
Club Mahindra Hilltop Resort MUSSOURIE
Club Mahindra Backwater Retreat ASTHAMUDI
Club Mahindra Elegance Suites, BANGKOK.

NEW TIE-UPS

DOMESTIC – PANCHGANI, MANALI, KUFRI, POOVER ISLAND.

INTERNATIONAL – 5087 RESORTS ACROSS THE GLOBE COURTESY OUR
AFFILIATION WITH RCI ( USA, AUSTRALIA , MALAYSIA, SWITZERLAND,
THAILAND ETC. )

FUTURE PLANS

 More ownership resorts to come up in India.
 1-2 overseas resorts being planned.
 All resorts will be eco-friendly and built as per international certification norms.
 More domestic and international tie-ups planned in next some months.

VARIETY ACTIVITIES

Rappelling, summering, mountain climbing, river crossing , tree house, beach games, beach
volleyball, boat rides, dolphin shows etc.

Corporate Social Responsibility
Corporate Social Responsibility has always been an integral part of the Mahindra Group's vision
and the cornerstone of our Core Value of Good Corporate Citizenship.- Keisha Mahindra, ex-
chairman.

The Mahindra Group defines Corporate Social Responsibility as making socially responsible
products, engaging in socially responsible employee relations and making a commitment to the
community around it.

At the Mahindra Group, Corporate Social Responsibility is not just a duty; it's a way of life.

In 2005, the Group celebrated its 60th anniversary by renewing its commitment to Corporate
Social Responsibility. It pledged to dedicate 1% of its profit (after tax), on a continuous basis
towards Corporate Social Responsibility. A unique kind of ESOPs - Employee Social Options
was launched to enable Mahindra employees to involve themselves in socially responsible
activities of their choice. The Group also announced a special gift: to provide free cochlear
implants to 60 hearing-impaired, under-privileged children.

In addition to giving impetus to the Nanhi Kali project for the girl child and the Mahindra All
India Talent Scholarship for the economically disadvantaged, the Mahindra Group is planning to
set up two Mahindra Pride Schools. These schools will offer a variety of courses, with an
emphasis on employability, including training for Information Technology, Retail, and
Automotive Engineering etc. They will provide new skills and capabilities to the weaker sections
of society, particularly the scheduled castes and scheduled tribe youth. While these projects are
already underway, plans for more social initiatives are on the anvil.

MHRIL would like to be counted amongst Corporate that strive to create a better society.

MHRIL supports a deep integration of Corporate Social Responsibility into its operations. By
doing so, it seeks to remain responsive to the demands and expectations of its employees, local
communities and other stakeholders, and influence the quality of life and economic prospects of
people across the country.

There is no restriction on the opportunities for involvement, which would include Child care,
Community Centers, Crisis Management, Education, Environmental Protection, Medical Relief,
Rural Development, Sports, Art, Culture and the Performing Arts and Philanthropy. It is not
essential that these programs be related to the business of the Company.

The technology used in the manufacture of our products shall not result in effluents or toxic
waste being released unless treated in accordance with the prevalent pollution control laws.

Every effort shall be made to maintain the ecological balance, conserve scarce natural resources
and avoid pollution.

All employees are encouraged to contribute to society and their communities during their leisure
time.

News & Events
September 3, 2015: Mahindra Holidays & Resorts India Limited (MHRIL), India’s leading
leisure hospitality provider, and a part of the USD 16.9 billion Mahindra Group, announced
completion of the necessary formalities for increasing its stake in Holiday Club Resorts Oy,
Finland (HCR) to 83.20 percent through its overseas subsidiary on September 2,
2015. Consequent to this transaction, HCR & HCR Management On, Finland became
subsidiaries of the Company with immediate effect.

HCR is Europe’s leading vacation ownership company, with 30 resorts in Finland, Sweden and
Spain.

In addition to the above investments, MHRIL will make a fresh investment of 10 million Euros
in equity of HCR by the second week of September 2015, thereby subsequently increasing its
stake to 86.38 percent.

In July 2014, MHRIL had first announced a definitive agreement to acquire 18.8 per cent of
HCR shares with a right to increase ownership over two years. This was increased to 23.3 per
cent in November 2014. In June 2015, MHRIL had announced the exercise of the option to
increase its stake in HCR up to 88 per cent, subject to customary regulatory approvals in
different countries.

Commenting on this development, Arum Nanda, Chairman, Mahindra Holidays, said, “It
gives me enormous pleasure to announce that we have increased our stake in Holiday Club

Resorts to 83.20 percent. We will further make a fresh investment of 10 million Euros to increase
stake to 86.38 percent. This is an immense achievement since it turns us into the largest vacation
ownership company based outside USA, which is a first for an Indian company.”

Lavender Singh, Managing Director & CEO, Mahindra Holidays, also commented on the
occasion, “We are excited about the prospect of deriving immense synergies between the two
leaders in their respective markets. With this acquisition we will be able to offer Club
Mahindra’s 186,000 and HCR’s 50,000 members’ wider holidaying options through the
combined network of resorts of both the companies.”

Policies
 MHRIL Whistle Blower Policy

 Code of Conduct - Directors

 Code of Conduct for Senior Management & Employees

 CSR Policy

 MHRIL Directors Terms of Appointment

 Policy for Determining Material Subsidiaries

 Policy on Materiality of and Dealing with Related Party Transactions

 Family Program

 Code of Fair Disclosure

 Policy for Determination of Materiality for Disclosure of events or Information

 Archival Policy

Social initiates
Initiatives by Club Mahindra
(ENVIRONMENT) MHRIL, MUNNAR
we constructed a bus shelter at CHINNAKANAL, MUNNAR. This bus shelter helps provide
shelter to commuters, especially during heavy rains and hot summers. This was inaugurated and
dedicated to the villagers by our MD, MR.RAMESH RAMANATHAN in a function held on 2nd
May 2009. Mr. ALBI, PANCHAYAT President graced the occasion. MR. RAMANATHAN and
Mr. ALBI addressed the gathering on this occasion. Beneficiaries – Local Villagers

(HEALTH) MHRIL, MUNNAR
Lab equipment were sponsored got the Primary Health Centre at CHINNAKANAL, MUNNAR .
This contribution improved facilities in the lab and has also led medical practitioners to provide
better treatment for our patients. Inauguration was done on 2nd May 2009 by our MD,
MR.RAMESH RAMANATHAN . Beneficiary – Local Villagers.

(HEALTH) MHRIL, Corporate Office
Crockery & indoor games (dining plates, steel plates, soup bowls, coffee cups, saucers and paper
games) were distributed at Sevalaya – A Home for Old Aged and Destitute Children, Chennai.
This was a little contribution from our end for 100% pass results from class 10th students of
Selvaya. This event took place on 4th June 2009. Beneficiary – Residents of SEVALAYA.

(HEALTH) MHRIL, Corporate Office
A Blood Donation Camp was conducted at our Corporate Office in association with Jeevan
Blood Bank, Chennai. 52 Employees donated blood at this camp on 7th May 2009. Beneficiaries
– General Public through Jivan Blood Bank (52 units of blood).

(EDUCATION) MHRIL, Coorg
An awareness session on Global Warming was conducted for the students of class IX and X of
Kodagu Vidyalaya. Global Warming issues were showcased by screening Al Gore’s Movie, "An
Inconvenient Truth". The impact of the movie was such that both students and teachers stated
that they would contribute to the environment in all possible ways and means. This event took
place on 26th Jun 2009. Beneficiaries – Students and teachers of class IX and X (100 students
and 7 teachers).

(ENVIRONMENT) MHRIL, Ashtamudi
Donated paper bag making machine to KUDUMBASHREE, a women’s’ self-help group. This is
in continuation of our environment drive Say "No to plastics". The first phase in this project was
making paper bags using old & used newspapers (supplied by us) and selling the same back at
nominal rates. In the second phase 125 more Kudumbasree units will involve in making and
supplying paper bags to the local shops and households. This event took place on 3rd July 2009.
Beneficiaries – Employees of self-help groups and community.

(EDUCATION) MHRIL, Corporate Office

We distributed 11,750 English-English-Tamil Dictionary to students of 27 corporation schools
across Chennai on 22nd July 2009 at Corporation Boys Higher Secondary School,
Nungambakkam. This initiative was taken to help the school children improve their vocabulary
and communication skills. The Chief Guest of this event was District Education Officer (DEO)
who gave a speech stressing on the importance of knowing the English language and being able
to speak fluently. Beneficiaries – 11,750 government school children.

(ENVIRONMENT) MHRIL, Coorg
An impactful experience for both the employees (MHRIL) as well as guests staying at the Coorg
resort, by being a part of road cleaning exercise conducted by the Esops Team. The cleaning was
done for the road adjacent to the resort. Both employees and guests actively participated in this
initiative. Seeing the enthusiasm, the locals also joined us in this initiative. Beneficiaries –
General Public.

(HEALTH) MHRIL, Corporate Office
Awareness talk on preventive cardiac care was conducted by Dr.Rakesh Gopal, Consultant
Cardiologist from Apollo Hospitals, Chennai on 6th August 2009. Dr.Gopal spoke on the ill-
effects of neglecting such problems. The session was interactive and was conducted for about 2
hours. Beneficiaries – Corporate Office Employees & Associates.

(HEALTH) MHRIL, Pondicherry
Donated a water tanker (Capacity - 6000 Lts) to Bahour Commune Panchayat which is near to
the resort. The water tanker will help smoothly supply water from one location to another. The
event took place on 22nd Jun 2009 which was graced by the presence of 13 councilors, 6
commune Panchayat staffs and commissioner. Beneficiaries – Local Villagers.

(HEALTH) MHRIL, Delhi
Blood Donation Camp was conducted at Delhi office in association with Lion Blood
Bank. The camp was organized in a well-structured manner. Donors included
employees from both MHRIL and M&M. This event took place on 22nd Aug 2009.
Beneficiaries – Public through Lion Blood Bank (45 units of blood).

(EDUCATION) MHRIL, Binsar
A desktop computer, computer table, UPS and old durries were sponsored to Anoop Shishu
School, Binsar. These have helped the schools pave the way for computer-aided learning. These
are utilized for both academic and official use at the schools. The hand over session took place
on 22nd Sep 2009 by Mrs.Basanti Devi (Village Pradhan) to the head master of the school.
Beneficiaries – School children and management.

(HEALTH) MHRIL, Ashtamudi
Medical Camp was conducted at Guhandapuram Higher secondary School, Chavara South,
Ashtamudi. Class rooms of this school were used for the checkup. District Medical Officers
bought the medicines. Team of doctors comprising of General Physician, gynecologist,
pediatrician, eye specialist, cancer specialist were present. A team from district blood bank was

also available for blood donation drive. 28 volunteers donated blood. This event took place on
26th Oct 2009. Beneficiaries – General Public through District Blood Bank (28 units of blood).

(HEALTH) MHRIL, Ashtamudi
We undertook distribution of sweaters and stationary to the students of Government Primary
School, Hodal Sidhpur. This activity was inaugurated by Local Panchaya Pradhan on 28th Oct
2009. Students belong to below poverty line families thereby provision of sweaters will keep
them warm during peak winter season. The same has also been covered in the local newspaper –
“Jaagran City”. Beneficiaries – School children.

(HEALTH) MHRIL, Manali
A blood Donation Camp was conducted at Community Health Centre, Manali. This camp was
inaugurated in the presence of local MLA. 54 of them came forward to donate blood during this
camp. This event took place on 8th Oct 2009. Beneficiaries – General Public (54 units of blood).

(HEALTH) MHRIL, Cochin
We distributed sweaters and stationary to the students of Government Primary School, Hodal
sidhpur. This activity was inaugurated by Local Panchaya Pradhan on 28th Oct 2009. Students
belong to below poverty line families thereby provision of sweaters will keep them warm during
peak winter season. The same has also been covered in the local newspaper – “Jaagran City”.
Beneficiaries – School children.

(HEALTH) MHRIL, Corporate Office
Sponsored a Solar Water Heating system to the inmates of ANANDAM - A home for senior
citizens on 14th November 2009. Wheel chair was also donated to a resident. This wheel chair
was sponsored by one of our employee, Sumana Sriprasad. Lunch for the day was sponsored by
us and volunteers also had lunch with the inmates. The handover ceremony took place at the old
age home. Beneficiaries - Residents of ANANDAM.

(HEALTH) MHRIL, Shimla
Blood Donation Camp was conducted at Community Health Centre, Mashobra, Shimla. Doctors
from Kamala Nehru Hospital for Mother and Child were invited for this camp. The donor was
provided with refreshments and lunch. This event took place on 2nd Dec 2009. Beneficiaries –
General Public (40 units of blood).

(HEALTH) MHRIL, Coorg
Donated a tricycle to Mr Nanaiah, a physically challenged person in the presence of – Brig. Ravi
Mehta, a Retired Army Officer from Delhi. The donation was made on 1st Dec 2009. Nanaiah
has immensely benefited by this gesture. Earlier we used to see him crawling on the road. Now
he is more confident and is seen cycling to do his own chores. He has also become more
independent which earlier he was not. This is the outcome seen just in a matter of a month a
better evaluation could be done given some more time.

(HEALTH) MHRIL, Naukuchiatal

Blood Donation Camp was conducted at Club Mahindra Dancing Waters, Naukuchiatal. Doctors
from government hospital, Haldwani were invited for this camp. Senior pathologist Dr.Bhardwaj
addressed the employees and encouraged employees for the same. This event took place on 12th
Dec 2009 and the same was published in local newspaper named “Amar Ujaala” dated 13th Dec
2009. Beneficiaries – General Public (8 Units of Blood).

(EDUCATION) MHRIL, Tungi
Handover ceremony of the renovated school infrastructure at Primary School, Tungi Village on
26th Jan 2010. Tungi Esops Team had renovated schools existing infrastructure which was in
very dilapidated and students and authorities were finding extremely difficult to operate from the
school. This school has been imparting educational needs for 100 students. The handover
ceremony took place in the presence of VIPs, villagers, panchayat officials, teacher and students.
School children presented short speeches in English, Hindi and Marathi. Dance performance,
skits and various other cultural programs were performed by students. Beneficiaries – School
Children and teachers of Primary School, Tungi.

(ENVIRONMENT) MHRIL, Kumbalgarh
Installed 10 dustbins near our Kumbalgarh resort on 26th Jan 2010. Dustbins were placed near
bus stands, police stations, government schools, Kumbalgarh fort, civil court etc. Provision of the
same has encouraged the society and the community to avoid littering the place which in turn
would avoid unhealthy and unpleasant environment. The occasion was graced by the presence of
government officials. Beneficiaries – Community

(HEALTH) MHRIL, Corporate Office
Blood Donation Camp was conducted at Corporate Office (CO) in association with Jeevan Blood
Bank, Chennai. 39 Employees donated blood during this camp. This event took place on 15th
Feb 2010. Beneficiaries – General Public through Jeevan Blood Bank (39 units of blood).

(ENVIRONMENT) M HRIL, Kumbalgarh
Tree plantation drive was carried out near to our resort. This drive not only involved employees
but also guest who had a great and a different experience in planting tree saplings. This event
took place on 26th March 2010. Beneficiaries – Environment and local community.

(ENVIRONMENT) MHRIL, Binsar
Tree plantation drive was carried out at Binsar Jungle. This drive not only involved employees
but also guest who had a great and a different experience in planting tree saplings in the jungle.
This event took place on 27th March 2010. Beneficiaries – Environment and local community.
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Activities
 Sports
 Workshop for all
 Creative Corner
 Evening Entertainment
 Adventure Activities
NSE

 Fun inside
 Kids club
 Virtual world
 Dance workshops
 Rappelling
 Pottery
 Bird watching
 Camping
 Magic

Terrain
 Desert
 Hill Station
 Beach
 Waterfront
 Himalayan
 Jungle
 City

RESORTS OF CLUB MAHINDRA

 COORG RESORT
 GOA RESORT
 SHIMLA RESORT
 MUNNAR RESORT
 MANALI RESORT
 KERALA RESORT
 PUDUCHERRY RESORT
 MAHABALESHWAR RESORT
 KANATAL RESORT
 OOTY RESORT
 THEKKADY RESORT
 GANPATIPULE RESORT
 CHERAI BEACH RESORT
 POOVAR ISLAND RESORT

LITERATURE REVIEW

CLUB MAHINDRA HOLIDAYS OFFER

A club Mahindra membership entitles a member to 1 week of wonderful holidays, every year for
25 years, at a wide range of exotic Holidays Spots in INDIA & around the world.

7 Choice Of A Different Week, Apartment & Destination Every Year.
7 Fair & Equitable Exchanges – Holiday Multiplier.
7 Opportunities To Exchange Into Next Higher Season. Through One – Up Exchange.

3 Membership – for one time payment
1 week’s holiday every year for 25 years.
Entitles the member to a week or more holidays anytime within

A) Same season classification or lower
B) Next higher season.
In Any Apartment Type
At Any Mahindra Resort/Mahindra Associate Resort.

Some reviews of people on tourism of club Mahindra

I was on a vacation for one week with my family to club Mahindra in VIRJAPET in COORG,
Karnataka. I took a studio apartment and I found this is very comfortable place for my family. –
Brat Nara, NEW DELHI, INDIA
Great location for a complete peace of mind. – BJSMUMBAI
The resort is designed on a butterfly theme. We had stayed in the ALBATROSS wing and the
view was pretty decent. – VINAYPALSAMUDRA
Cottage in the higher levels. – WHIRLWINDEXPLORER

Closer to reception area if family/or far one if couples only. – VEERENDRAKUMAR1956
All rooms are equally good. – HEMASTUTIB
Club Mahindra’s 1BR have good locations to see the views around. – KETANBAMANIA

Club Mahindra Fun days
You have known Club Mahindra as a family brand which provides holidays for life time. Now
Club Mahindra also believes that people, to any organization, are the most critical factor in
ensuring success.

Keeping this in mind, Fun days, as a concept, was developed as the best reward any employee
could ever get from their organization to strike their work-life balance and to be at their
productive best. It has always been the most favored non-monetary reward and recognition
benefit according to employees and it might just be the motivation, your team needs
Club Mahindra Fun days brings to you the power and flexibility to help you customize family
holidays for your employees and associates very easily. Planning for and making sure that
everyone on your team gets the holiday they most want is both a complex and time-consuming
task. Is there an easier way to do it?

Club Mahindra Fun days is your answer

1-Club Mahindra Fun days is simple.
It is based on a world-class points system, which makes it flexible and customizable to your
every need.

2-Club Mahindra Fun days is scalable.
Add points, upgrade your membership and fight inflation. All this is possible, only with a Club
Mahindra fun days membership.

3-Club Mahindra Fun days gives you more.
40 destinations, across India and abroad, access to over 4000+ RCI affiliated resorts across the
world, a one-point contact and dedicated relationship manager, travel services, and more.
It helps you motivate your team, with great family holidays in 40 of the most popular holiday
destinations in India and abroad.

A holiday that fits all families
With over resorts in India and abroad Club Mahindra gives you the choice to try a new kind of
holiday every year. You get to choose from a selection of waterfront/ beach resorts or Himalayan
resorts, jungle resorts or resorts at hill stations. With season and apartment size options you get

to choose the time of year that suits you and your family and the room size that'll keep everyone
comfortable.

We make holidays fun
Our resorts have a variety of activities that'll keep everyone in the family entertained. Pick from
a range of adventure sports, water sports, camping, treks, indoor sports, family games, hobby
programs and assorted workshops that add a little bit of learning to a lot of fun.

Bring everyone!
With a Club Mahindra membership you can bring your parents, in-laws, your siblings, uncles,
aunts and if you can then even bring their uncles and aunts. All you have to do is trade your
holiday inventory for a larger room or rooms.

Gift holidays
Share the joy with friends. Gift them a Club Mahindra holiday. Need more variety? How about
access to over 6500 resorts worldwide? With a Club Mahindra membership you get a two year
RCI membership free. What is RCI - an international affiliate exchange network - that allows
vacation ownership owners across the world to bank and trade their domestic holiday inventory
for international holidays. Once you pay a nominal exchange fee you can choose from
7623 resorts in more than 90 countries. After two years you can renew your membership with
RCI to continue enjoying the same level of access.

Visit multiple resorts in one holiday
In certain must-visit regions of the country, Club Mahindra operates more than one resort. So
when you visit Kerala, Rajasthan, Himachal Pradesh, Uttarakhand or Sikkim you can experience
more of that destination in one holiday.

We win awards so do our resorts?
26 Club Mahindra properties have received the prestigious RCI Gold Crown which recognizes
resorts that have surpassed multiple standards of excellence. The unique thing about the RCI
gold crown is that RCI guest ratings are used to award the resort.

It's a smarter way to holiday
Holidaying with a Club Mahindra membership gets more cost effective every year. The
membership itself priced between Rs.238,000 for a Blue Studio to a Rs.1,798,000 for a Purple
Two Bedroom, is available at low EMIs with a six to 48 month period. There's also the 2 year
RCI membership in case you want to holiday abroad.

There's flexibility
You can break your week into two or even three holidays. You can even bring forward a week
from next year's allocation or carry forward the days you haven't used.

Members first
Club Mahindra members get the right of way on holiday bookings. As a member you can also
enjoy exclusive discounts on dining and spa treatments.

GOA TOURISM JAIPUR TOURISM

GOA TOURISM

MUMBAI TOURISM

KOLKATA TOURISM

RESEARCH METHODOLOGY

The main purpose of research is to evaluate or create existing understanding review and
investigate existing situation or problems, find out the appropriate solutions to the problems
as well explain new idea and generate scope of further research. Research on the issues on
problems of specified sector and find out appropriate solution of research.
Tourism is now a global industry connecting hundred millions of people
worldwide; which been recognized as a fastest rising sectors. These industries make it as a
key column of economic development of a country.
The international media most often focused on countries ongoing political instability, which
made huge negative country image as tourist destination.

Importance of research topic

Many countries in the world are dependents on tourism sector for earning foreign currency.
Where, every destination is trying to establish their country image to get more gain by rising
tourism sector.
Problems Of Tourism Industry In India
Although INDIA has progressed a lot since 1950s with respect to tourism, she is still way
behind the developed or even the developing countries.
In INDIA, tourism provides 5.6 percent of total jobs, china that just pulled its iron curtain, is
doing better with 7 percent.
Still there are large areas which are untapped from the tourist point of view. Traditionally a
popular destination, north INDIA still draws about 49 percent of the tourists; whereas only 4
percent go to east.
West is doing better getting 29 percent of tourist inflow. South, despite its beaches, temples,
hills etc. get only 18 percent of foreign and domestic tourists. Thus there is great potential for
development of tourism, particularly in east and south, which require proper tapping with

immediate effect. Another problem of recent origin is that Indian tourists have started
travelling within the country.
Indian tourists are looking beyond SHIMLA, SRINAGAR, OOTY, MUMBAI, DELHI and
GOA are grabbing foreign holidays deals like never before.
The main cause of outflow of Indian tourists is high aviation cost in the domestic sector.
When a tourist in north INDIA can get cheaper return tickets to SRILANKA or THAILAND
than to GOA or KERALA, he will obviously go abroad.
The unplanned and unchecked growth of Tourists centers deprives them of their original charm
and ultimately proves disastrous. Some famous tourist centers like SHIMLA, MUSSORIE,
DARJEELING etc. where sometimes even drinking water is not available to cater to the needs
of Tourists.
Indian railways have also recognized its role in tourism development. The launching of
RAJDHANI and SHATABDI trains is s step in the right direction. ‘Palace on Wheels’ is already
operational in Rajasthan. Another special tourist train ‘Orient Express’ has been introduced in
Gujarat and one more covering temple towns of Tamil Nadu will become operational soon.
Five more such luxury Tourists trains with private sector participation connecting major Tourists
centers will soon be on the rails. Lane for about 100 hotels at various railway stations has been
set apart to augment accommodation for travelers. Considering the recent development, its
hoped that INDIA will get her due share of tourism and at the same time steps will be taken to
preserve the physical and social environment of the country.

Literature review
Tourism can be seen financially viable action which produces a variety of positive well as
negative impacts. This is identified by his earlier study on tourism SWARBROOKE -1999. In
order to develop a sustainable plan on tourism and its socio-economic, environment as well

socio-cultural aspects of tourism should be well tacit. The well planned balance among financial
profit and socio and ecological expenditure. These are key factor of sustainable tourism
development.
Sustainability is one of the vital concepts of tourism development. Richards & Hall -2000,
identify the significance relations between the destinations community and sustainability. Local
communities are the crucial motivation for tourists to travel by experiencing the different
thought of life.

Research method
Research is an essential part of academics, “research is the systematic study of materials and
sources etc. in order to establish facts and reach new conclusions. The process by which a
research is written or carried out is very important because it has a huge impact on the
conclusions reached at the end of research.
Research design
Methodology of Research design and terms of research design are seems to signify the equal
thing, but actually they are not same. Research design is “a plan or a blue print of how a
researcher intends to conduct a study”. The actual significance of research design is to the direct
way of data collection procedure.

Objectives of research
BEFORE doing a research its highly masseur the excepted outcomes or objectives of research.
 To examine the barriers of tourism growth in INDIA.
 To investigate the possible ways of improvement of identified problems.

 To find out the future development trends in Indian Tourism.
Type of research methodology
Exploratory – type of research method carried out was exploratory in nature. The objective of
such research is to investigate the possible ways of improvement of identified problems and also
identify the course of action to solve it .
Data collection method – there are two types
 Primary data
 Secondary data
Secondary data is used in this process. Secondary data refers to the data that has been already
collected. The secondary data, which has been used to carry out these study, are as follows:
 Books, journals, magazines, newspapers
 Industry reports
 Company’s internet sites

Research questions
The research should be well organized to find out the appropriate data. In this research
1. What are the major key impacts of tourism in INDIA?
2. Which reasons behind the recognized problem?
3. To explore how tourism will thrive in spite of identified crisis?
CONCLUSION
This research study will draw attention to the core problems and investigate key reasons for
download trends of tourism industry in INDIA. In spite of recognized problems how tourism will
flourish towards its development. We find how the political influence effect the destination
tourism growths. Without calm and tourists friendly environment none of the tourist destinations
in the world can expand their tourism sectors

Marketing Mix Of Tourism Industry
The Travel and Tourism industry is still one of the largest single businesses in world commerce
and its importance is widely recognized. The tourism industry is now one of the largest sectors
earning foreign exchange. In the face of many benefits, many countries have started assigning
due weight age to the tourism industry in their national development agenda.Tourism is an
industry that operates on a massively broad scale: it embraces activities ranging from the
smallest sea-side hotel; to air-lines, multi-national hotel chains and major international tour
operators. Originally, non-traditional industries such as tourism emerged as a solution to strike a
balance between ecology and industry.
Tourism is one of the world's fastest growing industries at present and holds the status of the
world's no. 1 industry.Spending on tourism amounts to 5%-10% of total consumer, spending in a
year worldwide.The industry creates a job every 2.4 seconds with every one of those direct jobs
creating another 11 indirect ones.The tourism industry as a whole is presently estimated to earn
over US$ 3.5 trillion worldwide. India's share of the total market is a pittance at 0.51%. The non-
tourist countries like Malaysia and Indonesia get much more tourists than India. India's share of
the total market is a pittance at 0.51%. The non-tourist countries like Malaysia and Indonesia get
much more tourists than India.
MARKETING MIX OF TOURISM INDUSTRY

PRODUCT
Product is the combination of tangible and intangible elements. The tourism product, which is
mainly the destination, can only be experienced. The views of the location travel to the
destination, the accommodation and facility as well as the entertainment at the destination all
form the tourism product. Thus it is a composite product combination of attraction, facilities and
transportation. Each of these components has its own significance in the product mix and in the
absence of even single components, the product mix is incomplete.
PRICE
Pricing in tourism is a complex process. Pricing includes the prices of other services like Air
travel, Bus, Railways, Hotels, etc. All are included in tourism package. Pricing also depends on
the Geographic location of the destination. Pricing also depends on Seasonality. Seasonality is
the most important factor in pricing. To match demand and supply tourist managers try to get
either discount. E.g. Taj is the tourist attraction in India. Pricing is also based on competitors

pricing. Pricing is also subject to government regulations. E.g. Air price changes tourism
package also changes, if Hotel charges change then also tourism package changes.
Pricing of the tourist product is a complex matter because of its composite nature. Geographical
location of the destination affects the pricing decision. At the same time, seasonality factor and
varying demand cannot be overruled. The objective of pricing in any other firms is to fetch a
target market share, to prevent competition, and to take care of the price elasticity of demand.
A very important way, in which the travel and tourism business responded to their highly
complex pricing circumstances, is to operate at two levels. The first level is corresponds with the
marketing strategy, which concerns with the product positioning, value for the money, long run
return on investments etc. The second level corresponds to the marketing operations or tactics
where the prices are manipulated to match the current demand and competition.
PLACE
The world has become a global village.
In recent times the concept of place has transformed tremendously as bookings can be made
from anywhere online.
Different distribution strategies can be selected for Tourism marketing. Tourism as a product is
distributed as a travel. Internet is also used widely. There is an also small agent spread all over the town
who plays a role of place. Large travel companies like Thomas Cook, Cox & Kings, SOTC, etc they act as a
wholesalers and these wholesalers also act as a retailer.
The tourism marketer may not have adequate choice of the tourist center, because in most of the
case the tourist destinations many be natural, historical attraction. But, infrastructure facilities,
transportation, communication are important for the development of the tourist center. The major
decision that the tourism marketer takes regarding distribution is relating to the channel of choice
and channel members. The uniqueness of tourism industry is predominant position of
intermediaries. The two major functions performed by the distribution system in tourism
marketing are:
To extend the number of points of sales or access, away form the location at which services are
performed or delivered
To facilitate the purchase of service in advance
Different distribution strategies may be selected to reflect the company’s overall objectives. The
middleman may be tour operators, who buy tourism products in bulk and make them available to

travel agents who are retailers. The range of tourist products, which are bought by the tour
operators are airline seats, hotel accommodation, bus for local sight seeing, etc. they may also
sell directly to customers. The latest mode of reaching the tourist is through Internet. Ticket
booking can also be done through the Internet and payment is made with credit card.
PROMOTION

INCREDIBLE INDIA CAMPAIGN
ADVERTISEMENTS IN BAFTA, GRAMMY , OSCARSAND MAJOR EUROPEAN
CHANNELS.
Creation of awareness has a far-reaching impact. The tourist organizations bear the responsibility
of informing, persuading and sensing the potential tourists in a right fashion. The marketers need
to use the various components of promotion optimally so that they succeed in increasing the
number of habitual users. Promotion helps in maximizing the duration of stay, frequency of visit
by offering new tourist products in the same country to areas, which have remained untapped or
partially tapped. The various dimensions of tourism promotion are as follows:
Advertising: Advertisement gives important information to the actual and potential tourists. Its
coverage is wide. Advertising is aimed at the public to create awareness of the travel offers
available on a resort and its attractions to influence their business decisions. Intangibility can be
compensated with the help of visual exposure of scenes and events. We can project hotel
bedrooms, well-arranged restaurants and cafeterias, swimming pools etc.

Publicity: It focuses attention on strengthening the public relations measures by developing a
rapport with media people and getting their personalized support in publicizing the business. It

helps in projecting the positive image of tourist organizations since the prospects trust on the
news items publicized by the media people. The publicity program include regular publicity
stories and photographs to the newspapers, travel editors, contact with magazines on stories etc.
advertising is a part of publicity.
Sales promotions: Sales promotion measures are the short-term activities seeking to boost sales
at peak demand periods to ensure that the firms obtain its market share and are used to help
launch a new product or support an ailing or modified one. The tool of sales promotions is
designed to appeal particularly to those customers who are price-sensitive. There are a number of
techniques to promote sale and the tourist professional need to use them in the face of their
requirements vis-Ã -vis the emerging trends in the business. Eg. In the tourism industry, a travel
company offers give-aways to their clients, such as flight bags, wallets for tickets, Foreign
Exchange (Forex) and covers of passport. The hotels offer a number of facilities like shoe shine
clothes, first aid sewing kits, shower caps and shampoo. Further, the VIP clients also get fruits
and flowers in their rooms.
Word-of-mouth Promotion: Most communication about tourism takes place by word-of-mouth
information, which in a true sense is word-of-recommendation. In the tourism industry it is found
that the word-of-mouth promoters play the role of a hidden sales force, which help the process of
selling. The high magnitude of effectiveness of this tool of promotion is due to high credibility of
the channel, especially in the eyes of the potential tourists. The sensitivity of this tool makes it
clear that tourist organizations need to concentrate on the quality of services they promise and
offer. The marketers or the tourist organizations need to keep their eyes open, identify the vocal
persons or the opinion leaders and take a special care of them so that they keep on moving the
process of stimulating and creating demand.
Personal Selling: Personal Selling is based on the personal skill of an individual. The travel and
hotel business depend considerably on the personal selling. The development of travel and
tourism has been possible due to well-educated and trained sales personnel. The development of
tourism business has been influenced by the services rendered by the travel agents and travel
guides since they work as information carriers. Personal selling is the personal presentation of a
tangible product or intangible services or ideas to the customers. It is important to mention that
in the tourism industry, the personnel who attend tourists form an essential ingredient of the
product, such as sales personnel are found responsible for dealing with customers behind the
counter, the resort representatives cater to the need of tourists when they reach the destination
etc. all of them play a vital role in ensuring that the tourism products satisfy the tourists. The
phrase- the customer is always right applies specifically to the tourism industry. No reduction in
price would compensate for impolite and indecent travel guide, a solvent waiter and a surly or a
haughty coach driver. These facts are testimony to the proposition that the travel business is
linked with the performance and behavior of sales personnel or travel staff.
Telemarketing: It is a method of selling in which a professionally sound telemarketer markets
the business. The quality of technology and the communicative ability of the telemarketers
determine the magnitude of success of this component. In tourism, the travel agents, offices of
airways, receptionist, and secretaries work efficiently if the telephonic services are not up to the

mark. Also recruiting a person considered to be professionally sound, personally-committed
sales personnel having an in-built creativity, innovation and imagination is very important.
Exhibitions: The participants include state and national tourism promotion boards, travel agents
and tour operators, airlines, car rentals, cruise liners, holiday financiers, technology providers,
hotels and resorts, education institutions in the field of hospitality and tourism. Over the years
the participation of foreign tourism promotion boards like the Dubai Tourism and the Mauritius
Tourism, etc has increased in order to aggressively promote their respective countries.
PEOPLE
People in the travel and tourism industry like travel agents, tourist guides, hotel and
restaurants stuff, transport personnel play an important role in build building and
customer satisfaction.
It plays a most important part in tourism. In people local people are very important, that how
they treat tourist. The travel agents, guides, staff of travel companies, sales staff, etc they are the
people. Travel Company also like Railways, Air, etc. is included in people. Normally a tourist
assures a tourism quality like hotels, Travel Company.
The personnel who attend to the needs of the tourists form an essential ingredient in tourism
marketing. The sales personnel are responsible for dealing with the customer behind the counter.
The airline and transportation crew interact with customers while traveling. The resort or hotel
representatives enter to the needs of the tourist when they reach the destination.
The tourist guides, who interact with the customers at the tourist location, all form the people
element in tourism marketing. These contract persons must be trained on interpersonal skills as
well as knowledge of the product. In the tourism industry the travel agents and the travel guides
are the two most important people who speak a lot about the industry. Hence it is imperative that
they have to be at their best at all times. Travel guides especially, are expected to have a lot of
patience, good sense of humor, tact to transform the occasional tourists into habitual ones,
thorough knowledge of the places, linguistic skills etc.
PROCESS
Detailed and well documented procedures for addressing every situation and service
context supported by infrastructure and it systems provide consistent and good quality
service.
The operation process of the tourism firm will depend on the size of the tourism firm. The
sequential steps involved in the delivery of the tourist products are:
Provision of travel information: The information regarding the travel is provided at a convenient
location where the potential tourist seeks clarification about his proposed tour.

Preparation of itinerates: It is a composition of series of operations that are required to plan a
tour.

Liaison with providers of services: Before any form of travel is sold over the counter to a
customer; contracts have to be entered with the providers of various services including
transportation companies, hotel accommodation, coaches for local sightseeing etc.
Planning and costing tours: Once the contracts and arrangements are entered into, then the task
of planning and costing the tour, this will depend on the tour selected as well as individual
requirements.
Ticketing: The computerized reservation system has in recent years revolutionized the
reservation system for both rail and air travel
Provision of foreign currency and insurance: In case of foreign travel the final task provide
foreign currency as well as insurance.
PHYSICAL EVIDENCE
Good customer experiences is extremely important for generating repeat business and also
business from new customer through word-of-mouth.
The tourist attraction, which is an expensive for the customer must be tangibilised with the help
of tangible items like, comfortable seats while traveling, layout, and design of the resort, natural
service scope, etc. the sign posts that indicate directions, route maps, information regarding rules
and regulations of the tourist spot and the sign regarding the public utilities like toilets, telephone
booth also form a part of the physical evidence.
Printed matters such as brochures also play an important role in the development of tourism. As
the product, in tourism is intangible. There is a need to describe fully the product, which is done
by providing an elaborate brochure, which shows how different elements of the programmes are
carefully planned to include all necessary information to make holiday establishes expectation of
quality value for money, product image and status, which must be matched when the product is
delivered.

MARKETING IN TOURISM

As the production and consumption experiences are inseparable , it’s impossible to sample a
tourism service before purchase.
Marketing of tourism is based on –
 TRUST
 RELATIONSHIP
 DELIVERING VALUE

TOURISM AS A SERVICE –

INTANGIBILITY
Service oriented industries like travel and tourism , strive towards converting the intangible
product into an experience that customer will value and cherish.

VARIABILITY
Offering the same quality of service each time a customer interacts with the service marketing
brand (which helps in image building).

INSEPARABILITY
 Tourism is a service in the true sense, because of its unique features.

 Prospective customers have to travel to the destination to experience the place and a trail
or sampling or test drive is not possible before purchase.

Marketing mix (7p’s) used in club Mahindra

There are 7 p’s which used in club Mahindra
I. Product
II. Price
III. Placement
IV. Promotion
V. Process
VI. People
VII. Physical evidence

Product of Club Mahindra
Vacation ownership
Club Mahindra holidays
Club Mahindra fun days-
-Club Mahindra Fun days is simple.
It is based on a world-class points system, which makes it flexible and customizable to your
every need.

2-Club Mahindra Fun days is scalable.
Add points, upgrade your membership and fight inflation. All this is possible, only with a Club
Mahindra fun days membership.

3-Club Mahindra Fun days gives you more.
40 destinations, across India and abroad, access to over 4000+ RCI affiliated resorts across the
world, a one-point contact and dedicated relationship manager, travel services, and more.
It helps you motivate your team, with great family holidays in 40 of the most popular holiday
destinations in India and abroad.

Inflation holiday- every year members will have to pay annual subscription fee (irrespective of
usage, even when resorts are full and you are unable to get your week). The regular membership
fee which in lacs .
All Club Mahindra offers is accommodation at their resort for few days. You will have to pay for
travel, food, site seeing and every other expense you might incur during your holiday.
Price of club Mahindra
The jubilant January offer is a bouquet of offers being excited by Mahindra holidays & resorts
INDIA limited to the purchases of the certain 25 years club Mahindra holidays memberships.
This offer will run from January 2016 to February 1
st
2016 (both days inclusive) which period is
known as offer period.
The offer period can be modified by Mahindra holidays at its sole discretion without any prior
intimation.
The offer shall be applicable for only Indian nationals.

Process of club Mahindra

Club Mahindra jobs available on indeed.com
1) Job for fresher in Mumbai – 25000 per year
2) Team manager for Ludhiana – 4,00,000 per year
3) Urgent hiring for PAYTM – 15,500 per month
4) FLIPKART hiring fir CCE for NEW DELHI – 15,500 per month
5) Customer service executive – 16000 per month
6) Hiring in club Mahindra for voice – 19000 per month

Placement of club Mahindra
CAREERES OF CLUB MAHINDRA
Market Leaders in India
Part of the USD 14.4 billion Mahindra Group, we at MHRIL have set our sights on being among
the top 5 vacation ownership companies in the world by 2016. In order to achieve this, we have
set ourselves challenging goals in line with Mahindra Group's new Rise philosophy, so that we
become the best at what we do. With a fast growing member base of over 183,000 members and
a pick of 45 resorts, we are already market leaders in India.

Hop on the holiday wagon!
Our 'Jiao life' mantra has been helping us create special moments since 1996. Not just for our
members, but for our employees too. Club Mahindra is a place with infinite opportunities for
innovation and challenges that will give wings to your career. The work culture is built on
openness, respect and trust between employees; so that there is empowerment at the work place.
We believe this helps push each one of us towards providing excellent service to our customers
at every touch point. So, if you are looking at a rewarding job that brings a smile not just to you
but the people around you, then you'll fit right in.

Process for Recruitment and Selection Self recruit
Tete-a-tete with internal recruiter to understand role, organization and culture. Candidate to
check for role-fit, culture-fit and organization-fit factors to keep in mind his / her career
aspiration and value systems etc.

360 Degree Assessment
3 levels of interviewing with potential peer, subordinate and superior. One round of HR
interview to check person-organization fit.

Promotion of club Mahindra
Club Mahindra promotes Holidays offers through GOIBIBO and makemytrip.com AND
TWITTER. Recently 2016 January Offer Of CLUB MAHINDRA .
THROUGH GOIBIBO CLUB MAHINDRA promotes holiday offer and provide buy 1 and get 1
room free for 1 night.
Providing discount offers in MAY and JUNE.
Peoples of club Mahindra
Club Mahindra membership – a club Mahindra membership is your ticket to many years of
worry-free vacations filled with happy and magical memories.
Advantages – you get guaranteed 7 days of holidays every year, for 25 years.
You have a choice of 44 stunning destinations in INDIA and abroad.
You can enjoy excellent rooms, amenities and activities at every destination.

Physical evidence of club Mahindra
Club Mahindra Corbett – RS. 5800 per night
Club Mahindra VARCA BEACH, GOA – 9000 per night

Club Mahindra KANATAL – 5500 per night
Club Mahindra VIRJAPET, COORG -9000 per night
Club Mahindra MUNNAR – 9500 per night
Club Mahindra Udaipur – 5500 per night
IMPACT OF TOURISM IN INDIA

Impact of tourism industry can be classified into the social & cultural impact, economic impact
and environmental impact.
Social & cultural impact signifies the impact which it creates in terms of social changes in the
lives of local people, improvements in infrastructure, lifestyle changes etc.

Economic impact can be quantified in terms of monetary benefits and overall economic
development of the society.
Environmental impact refers to the impact on the nature and surrounding areas.

Social and cultural impact
Tourism may have different effects on the social and cultural aspects of life in a particular region
depending on the strength of the region. The effect can be positive or negative.
Positive impact
To boost tourism huge money is invested to preserve the local heritage, to improve
infrastructure, to provide better local facilities which in turn creates better education, better
leisure facilities, organizing frequent social events and thus a better lifestyle for the locale
people. They interact with the Tourists , mix with people from diverse background which creates
a cosmopolitan culture in the region.
Negative impact
Due to the heavy traffic in the region, the infrastructure may not be able to cope up the increased
rush thus leading to overcrowding, poor sanitation which may further lead to diseases both the
tourist as well as local people. The local people may copy the lifestyles of tourists through the
demonstration effect and the result could be a loss of native customs and traditions.

Economic impact
Tourism industry has contributes to the economic growth of a country through factors like
industrialization, education, advance technology, higher number of qualified professionals,
opening of foreign markets, liberal trade policies and better advertising and strategic marketing.
The factors are as:
 Industrialization
 More employment opportunities
 Greater markets

 Income generation
 Foreign exchange
 Better infrastructure
 Use of advanced technology
 Globalization
 Brand building
 Liberal trade policies
 Balance of payments

Environmental impact
Environmental is surrounding atmosphere or condition for existence. The impact of tourism on
environment is both positive and negative.
Positive impact
In order to attract more tourism special emphasis is given on overall beautification of the
surroundings, regular planting of trees and landscaping are done to enhance aesthetics. Huge
investment is done to improve facilities in the area like sitting areas, shades, proper sanitation,
drinking water etc.
 Increased investment to improve facilities.
 Preservation of heritage infrastructure.
 Beautification of the area.

Negative impact
Any kind of development requires some interference with the nature. There may be damage to
the natural flora and fauna. Local people are displaced for want of coastal area development.
 Over development spoils nature.
 Local people displaced.

 Waste disposal problems.
 Damage to natural flora and fauna
 Scarcity of natural resources
 Increase in pollution

SWOT ANALYSIS OF CLUB MAHINDRA
Strength :
 Customer base of over 143000 members
 40+ resorts in various locations
 High Brand Recall
 Brand presence is quite high due to excellent advertising
 New under explored and lesser known locations (eg.Ashtamudi in Kerala)
 Homely ambience and arrangements adds to its warmth as a hospitality company.

Weakness :
 Quality of services and infrastructure is not constant throughout the brand.
 Company policies regarding booking of rooms does not always go well with customers
(need to book 6 months prior)
 Constant political disturbances within the country.

Opportunities :
 Incredible India campaign has had a positive influence on influx of foreigners traveling to
India. Club Mahindra should have programs for foreigners.
 With reducing spending capacities, domestic travel is increasing India.

Threats :
 International hospitality giants are entering all markets and catering to all segments in
this sector .
 Economic downturn might have an effect on equity capital of the company.

STP
Segment – upscale and midmarket
Target group – leisure travelers and families
Positioning - A fun brand that can be enjoyed by families who like to travel to different
destinations and spend quality time with their loved ones

PEST ANALYSIS
Environmental influences can be analyzed by using the PEST analysis.
POLITICAL
The political factors are the main driving force of the industry. The Indian tourism industry is
built on the backbone of Government support and the industry cannot sustain itself without it.
The various archaeological sites and the places of historical importance, the roads and the

railways are all in the hands of the Government. All the support services like the hotel industry,
the airlines industry and the tourist operators to name some are heavily dependent on the support
and the cooperation of the Government.
The major reason as to why tourists visit India is for the vast and rich heritage that our country
has. That is under the control of the Government, through the Archaeological Survey of India.
Any policy change that comes into force can have dramatic effect on the way the industry
players perform. For example, the Government charges high rates of taxes on the luxury and the
star category hotels and this has always been a cause of disagreement between the hotel
associations and the Government. There are many areas where the growth of tourism has not
been rapid or has seen dramatic fall because the political environment has not been conducive.
Examples are the North East for the former and Kashmir for the latter. The neglect of the
Government in developing the North-East has led to a situation where there is practically no
tourism in the seven states.
Similarly, the political turmoil in the state of Kashmir and now in Gujarat has caused a virtual
decimation of the flourishing tourism industry. However, there has been a change in many of the
policies of the Government with regard to the tourism industry. The hotel industry has been
getting many incentives and many State Governments are encouraging the growth of major
hotels in their states.

ECONOMIC
The tourism industry not unlike the other industries grows with the increase in the spending of
the people. The more the people spend the more the industry grows. The spending power of the
people has been increasing in the country and all over the world. Since we are concentrating on
the international tourists, the large increase in the spending power in most developed countries
has left a large amount of idle cash in their hands. This has led to a tourism boom the world over
and India has been no exception. There have been more people coming into the country with
more cash than ever before. This has lead to an increase in the demand for better hotels. People
who previously used to come to the country on a shoestring budget and hunt around for the
cheapest accommodation can now afford to go in for luxury hotels. This has led to an increase in
the number of hotels in the country. However, an increase in spending does not only limit itself
to accommodation. The increase in the spending is also evident in the increase in the number of
people traveling by air. Even the number domestic tourists traveling by air has dramatically gone
up.
SOCIAL
Tourism was always looked upon as something that led to the destruction of the social fabric of a
place. The more the amount of outside people coming into a place, the more the perceived risk of

that place losing its identity. A good example is Goa. From the late 60's to the early 80's when
the Hippy culture was at its height, Goa was a haven for such hippies. Here they came in
thousands and changed the whole culture of the state. This had a ripple effect on the country.
People became cautious, especially of the international tourists. Whenever a certain place
became famous, the example of Goa was cited to discourage the inflow of international tourists.
However some places such as Kerala and Rajasthan have been able to strike a balance between
their own culture and the demands of the international tourists and have profited handsomely in
the bargain. People are now adopting themselves to the fact that tourism pays and it can be a
major source of income for them.
In addition, tourism as a form of recreation has really caught on. People themselves have started
traveling and are willing to travel to a place that is out of the way and exotic. While traditionally
traveling on a holiday meant going to a hill station or a beach, now people are willing to go in for
adventure tourism and also visit places that might be exotic and cannot really be called
hospitable. For example, now places like Lakshadweep are mentioned in the same breath as Goa
or Kashmir.
TECHNOLOGY
Although technology does not seem to be a major influence at first glance, it plays a major part
in the promotion of a place. Better communication facilities are one of the first prerequisites for
growth in the inflow of tourists. This has been made possible with technology. Improved
technology in the field of communication at cheaper costs has resulted in many remote and
inaccessible areas of the country getting connected to the rest of the world. This connectivity has
made these places visible to the world. Better communication means access to media. And that is
very important if any place wants to be on the world tourist map. Similarly better transportation
facilities have lead to a dramatic increase in the number of tourists visiting any particular place.
The presence of an airport and the availability of frequent flights are a great convenience to any
traveler.

NATIONAL TOURISM POLICY

 Scheme for product/ infrastructure and destination development
 Scheme for support to public private partnerships in infrastructure.
 Scheme for market development assistance.
 Heritage destinations developments

 Beach and sea tourism/eco tourism promotion and development.
 Project for ne regions.

FDI POLICY

100% FDI is allowed under the automatic route in tourism and hospitality, subject to applicable
regulations and laws.

100% FDI allowed in tourism construction projects, including the development of hotels,
resorts and recreational facilities.

FINANCIAL SUPPORT

 INR 5 Billion has been allocated towards the proposed creation of 5 tourist circuits
around specific themes.
 INR 1 Billion has been allocated towards a National Mission on Pilgrimage Rejuvenation
and Spiritual Augmentation (PRASAD), a drive that is to be launched in this financial
year.
 INR 2 Billion has been allocated towards National Heritage City Development and
Augmentation YOJANA (HRIDAY) to be launched for conserving and preserving the
heritage character of certain cities.
 INR 1 Billion has been allocated for the preservation of archaeological sites.
 The budget allocation for ANNUAL PLAN 2015-16 of Ministry of Culture is Rs.
1455.00 CRORES.

INITIATIVES TAKEN BY GOVERNMENT TO PROMOTE TOURISM INDUSTRY

In the year 2002, the government of INDIA announced a new tourism policy.

THE POLICY IS BUILT AROUND THE 7-S AS:
 SWAAGAT ( WELCOME )
 SOOCHANAA ( INFORMATION )
 SUVIDHAA ( FACILITATION )
 SURAKSHAA ( SECURITY )
 SAHYOG ( COOPERATION )
 SANRACHNAA ( INFRASTRUCTURE )
 SAFAAI ( CLEANLINESS )

MAJOR POLICY INITIATIVE TAKEN BY INDIA GOVT.

1988 – ESTABLISHMENT OF MINISTRY OF CIVIL AVIATION TOURISM.
1991 – TOURISM AS A SOURCE OF FOREIGN INVESTMENT
1992 – NATION ACTION PLAN FOR TOURISM
1999 – 2000 – VISIT INDIA YEAR
2002 – THE CONCEPT OF HIGHWAY TOURISM , AGRICULTURAL TOURISM AND
RURAL TOURISM.
A CAMPAIGN TITLE AS INCREDIBLE INDIA WAS LAUNCHED .
2009 – ANOTHER CAMPAIGN TITLED AS ATHITHI DEVO BHAVA WAS
INTRODUCED.

PROMOTION OF INDIAN TOURISM –

INCREDIBLE INDIA! – AAMIR KHAN (BRAND AMBASSADOR )
GUJARAT TOURISM – AMITABH BACHCHAN (BRAND AMBASSADOR)
KINGDOM OF DREAMS – SHAHRUKH KHAN (BRAND AMBASSADOR )

GOA TOURISM – PRACHI DESAI (BRAND AMBASSADOR )
KERALA TOURISM – GOVT. OF KERALA (INCREDIBLE INDIA!)
RAJASTHAN TOURISM – GOVT. OF RAJASTHAN (INCREDIBLE INDIA! )
MADHYA PRADESH TOURISM – GOVT. OF M.P (INCREDIBLE INDIA!)

SUGGESTIONS

OVERSEAS PUBLICITY – Department of tourism and ITDC now participating in various
systems festivals in different countries allover the world to promote different tourism detonations
in INDIA.
PRODUCTION OF TOURIST LITERATURE – different literatures should be published to
advertise any particular destinations. Different guide books, tour brochures, posters, folders need
to be distributed to inform tourists about the countries reach tourism destinations.
GUIDE TRAINING – proper training programs to be arranged for the guides and services
providers to meet the need of foreign tourist. Guides should know different languages which will
allow them to provide good services to the foreign tourists.
SERVICE UNDER ONE ROOF – coordination with air and train services with a view to
facilitate both air and train journey and to make it comfortable in INDIA. Such coordination will
definitely help the tourists to get the best of the service.
STAR ACCOMMODATIONS - INDIA need more star category hotels in different destinations
in the country. Presently one will find good accommodation mainly in cities but it also needs to
be in the heart of the tourist destinations also .
COLLECTION OF TOURIST STATISTICS – collection of tourist statistics and research of
those statistics will help to find out the problems of foreign tourists and the ways to solve those
problems.
CARRYING CAPACITY – tourism is a resource based industry and resource evaluation is
important to identify areas for resource conservation to promote tourism vis-à-vis other demands.

It is also imperative to identify and designate the resource under various competing uses and
further to arrive at capacity which will be matched by the supply location activate vise.
SPATIAL DESIGN ASPECTS – the primary objective of a physical development scheme for a
tourist spot or a tourist centre is to attract the tourist. For this visual design aspects and aesthetic
considerations play an important role in their formulation and implementation.
Trying to provide best of the services in Air India and in Indian Rail.
Developed different tourism circuits like golden triangle or Buddhist Circuit to attract more
tourist.
Proper coordination between the states and central tourism departments been ordered to develop
the destinations.
Developing basic infrastructure.
Plans preservation of cultural, heritage and environment at tourist destinations to attract more
Tourists.
Development of infrastructure to meet the present and future needs of tourist.

CONCLUSION
Stability of nation is necessary for development of tourism industry. Political disturbances
hamper tourism. India can reap benefits from this industry, can add to own coiffure, earn foreign
money if tourists are attracted to BUDDHIST STUPAS, Hindu temples, MUGHAL, RAJPUT
PALACES, forts, and victory towers, rock-cut caves, elaborately laid our gardens.
Throughout our beautified country there are many thousands of attractions such as glaciers, snow
capped peaks, lower hill stations, wild life sanctuaries, deep rain-forests, formidable desert in
Rajasthan, sea beaches immense in number in east, west, southern parts.
Adventure sports i.e., trekking, skating, rafting in turbulent rivers, gliding, canoeing,
mountaineering are other attractive attributes available here. Galore of cultural differences
resultant in varieties of cuisines to please diverse tongues, textiles, artifacts, handicrafts pleasing
eyes are other gifts.
Indian tourism is only a small portion of the world tourism industry. So, we must use all
potentialities by proper planning, financing acquiring experience, packaging marketing, and
boosting creativity, make outstanding appeal to travelers and seek help from private
entrepreneurs.
 Scope of marketing in tourism.
 Lot of tourism places are not discovered by tourism companies, if marketed will add
to the revenue.

BIBILIOGRAPHY
In this project while finalizing and for analyzing the quality problem in details the following
websites from referred. All the material detailed below provides effective help and guiding
layout while designing this report.
Websites
www.mbaskool.com/brandguide/tourism-and-hospitality/4283-club-mahindra-
holidays.html
https://www.slideshare.net/mobile/ashishkumar008/tourism-in-india-ppt?qid=32171284-
8a0a-44d8-afb2-6e8a64dce1d1&v=&b=&from_search=1
https://www.slideshare.net/mobile/samratsinha/tourism-in-india-12707684
https://www.slideshare.net/mobile/PriyaranjanPothuraju/travel-and-tourism-10034930
https://www.slideshare.net/mobile/niharika_001/tourism-in-india-60114508?qid=979e3ab9-
cd30-4ebb-940e-fed350706b08&v=&b=&from_search=1
https://www.slideshare.net/mobile/RobinsMathew2/research-ppt-57890335?qid=9a9968d3-
839d-4531-bdc6-2525d80fa0f2&v=&b=&from_search=1
https://www.slideshare.net/mobile/amitsoni/club-mahindra111-presentation
www.clubmahindra.com
www.technofunc.com/index.php/domain-knoowledge-2/travel-and-tourism-
domain/item/economic-impact

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