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SUBMITED BY : KARUNA AKHILA THOMAS (KERIL) SUBMITED ON: 23-11-2013SUBMITED TO: Mr.NANDY sir BATCH : E1/2013-2014CENTRE : FRANFINN VIZAG HOTEL INDUSTRY DEFINATION Hotel is a place where a Bonafide traveler can received food and shelter, provided he is in the condition to pay it and is in a fit condition to be received. HOTEL INDUSTRY-INTRODUCTION

The Hotel Industry originated in the 6th century B.C. It is one of the oldest endeavor. The earliest inns where just large halls where travelers slept on the floor along with the animals on which they travelled. These conditions prevailed for hundreds of years until the mode of travel changed.

The Hotel Industry originated in the 6th century B.C. It is one of the oldest endeavor. The earliest inns where just large halls where travelers slept on the floor along with the animals on which they travelled. These conditions prevailed for hundreds of years until the mode of travel changed. CLASSIFICATION OF HOTELMARKET SEGMENTEconomy / limited services hotelsMid Market HotelsAll suite HotelsTime share HotelsExecutive HotelsLuxury / Deluxe Hotels

CLASSIFICATION of rooms..According to SizeSmall Hotels (150 rooms)

Medium Hotels (up to 299 rooms)

Large Hotels (up to 600 rooms)

Extra Large Hotels (above 600 rooms)CLASSIFICATIONLevel of ServicesWorld Class Services

Mid Range Services

Economy / Limited Services Hotels

CLASSIFICATION Ownership and AffiliationIndependent Hotel

Chain Hotels

Franchisee Hotels

Rating..of hotels. According to StarOne Star (*)Two Star (**)Three Star (***)Four Star (****)Five Star (*****)Five Star Deluxe (*****deluxe)These are given by IHAT

95 star hotel facilities 24 hour Services : Business Centre Concierge Services Doctor on call Duty Manager In-Room Dining Laundry and PressingFree Wi-FiLarge Bar facilitiesFront OfficeSecurity and Safety

THESE ARE SOME FACILITIESForeign Currency Exchange Gymnasium

4 Restaurants, a Lounge and a Bar Art Gallery Baby Sitting Service

Some times we can see the symbols in the hotels

Perceptual brand mapping of Indian hotels


ITC Limited entered the hotels business in 1975

ITC hotels currently owns and operates 100 hotels in 75 destinations

India's second largest hotel chain

They show our heritage

The group today operates under different brands:

These are some kind of hotelsITC Luxury Collection HotelsWelcome Hotel Sheraton HotelsFortune HotelsWelcome Heritage HotelsWelcome Environ

ITC Hotel Properties ITC Hotel Maurya Sheraton & Towers, New DelhiITC Hotel Grand Maratha Sheraton & Towers, MumbaiITC Hotel Sonar Bangla Sheraton, KolkataITC Hotel Grand Central, MumbaiITC Hotel Windsor Sheraton & Towers, BangaloreITC Hotel Kakatiya Sheraton & Towers, Hyderabad ITC Hotel Park Sheraton & Towers , Chennai

Cont.Welcome Hotel Rajputana Palace Sheraton, JaipurWelcome Hotel Chola Sheraton, ChennaiWelcome Hotel Mughal Sheraton, AgraWelcome Hotel, New DelhiWelcome Hotel Rama International , AurangabadWelcome Hotel , Vadodara (through associate company)Welcome Hotel , New Delhi Welcome Hotel Grand Bay, Visakhapatnam

7 PS of Service Marketing Mix ProductPricePromotionPlacePeoplePhysical evidenceProcess

Product(services offered): Room bookings Eva, business, executives, disabled.Butler service.Wi-Fi internet.SPA & Swimming pool.Meeting rooms/ Conference rooms/ Board rooms.Restaurants & Bars.Meetings and Events/ Luxury events.

PromotionsPromotion through FMCG goods.Internet.Media reports and media releases.Concept promotion.Customers.Social service projects. Travel assistants.Hotel directories. People Receptionists. Bell boys. Laundry servicemen. Butlers.

Room service. Managers. Cleaners. Assistants for guests. Chefs. Waiters etc.

Place Strategic Locations

Metropolitan cities

Business hubs

Tourist places

Heritage areas

Physical evidence Hotel lobby


Nice music


Before &after sale service

PriceThe prices are being charged according to facilities. The charges vary from Hotel to hotel.

Pricing is the only mix which generates a turnover for the organization.

ProcessService process is the way in which a service is delivered to the end customer.

Guest bookingCheck inStay in hotelConsuming servicesPaymentCheck out


Small definitionServices marketing is marketing based on relationship and value. It may be used to market a service or a product.

SERVICE DEPARTMENTS MAJOR REVENUE PRODUCING DEPARTMENTS ROOM DIVISION : (a)Front Office (b)Reservation (c)House keeping (d)Uniform (e)TelephoneFRONT OFFICEThe Front office department in a hotel is responsible for the room sale through systematic way of reservation followed by registration and assigning rooms to the guest.

Revenue collected from the room sales constitutes to 70 of the total sales of the hotel.

Some rolls of front officeThus the role of Front Office is to reservereceive register assign room to guest and act as a continuous source of Information to the guest during their stay in the hotel.

Image Building

Room tariff Lets watch one of the best international hotel


Some hotels contractThe Grand Reward programme is currently available at the following hotels: Norbreck Castle, Metropole, Savoy - Blackpool, The Grand - Llandudno & Scarborough, Grand Burstin - Folkestone, Adelphi Hotel - Liverpool, Britannia Hotel - Aberdeen, Britannia International Hotel - London, Britannia Hotel & Country House Hotel - Manchester, Royal Albion - Brighton, Britannia Hotel, Roundhouse & Heathlands - Bournemouth, Prince of Wales & Scarisbrick - Southport, Royal & Clifton - Scarborough, Royal Bath - Bournemouth

Britannia Hotelshave 44 hotels across the UK offering over 8000 bedrooms. Location is the key to our success, our hotels can be found in prime cities throughout theUK, as well as near major airports, inseaside resorts orsurrounded by stunning countryside. Our aim is to provide extremely good value for money at a time when it has become an increasingly important factor to companies and individuals when making buying decisions. Britannia not only offers extremely competitive rates but also combines this with richness in dcor and facilities such as a choice of restaurants,health clubs, nightclubs, bars and FREEWireless Internet Access

Some more small historyA Brief History of Britannia HotelsBritannia Hotels Ltd was founded in 1976 when the owner bought a 100-bedroom hotel in South Manchester,The Country House Hotel. This is now a 255 bedroom hotel, with a choice of restaurants, hotel bar, Spindles leisure club and extensive onsite parking.The second purchase in 1981 was a council owned derelict listed building in central Manchester. After spending an entire year developing the unit, it partially opened in May 1982 with 25 bedrooms on the top floor and a nightclub. This once derelict unit is now a famous landmark and meeting place throughout Manchester - theBritannia Hotel, with 5 floors and 363 bedrooms.

Still its going on contAt the end of 1982 British Rail sold off its hotel division - British Transport Hotels. From this sale, Britannia bought the internationally famousAdelphi Hotel, a luxurious and superbly appointed hotel in the very heart of Liverpool.In 1987 Britannia Hotels once again returned to Manchester and converted an unused building that used to be the city's C&A department store - this became theSachas Hotel, which now has 223 bedrooms.Its going on developing.Later in the same yearBosworth Hall, a country house style hotel in Warwickshire, was purchased. Bosworth Hall was in the process of being converted from a hospital/nursing home into a hotel and Britannia took over the development from the builders who went bankrupt. The conversion was to produce a 192-bedroom hotel set in twenty seven acres of beautifully landscaped gardens and parklandConti.November 2004 saw the acquisition of 4 Hotels from the Grand Leisure Group.The Grand Hotel inScarborough,The Grand Hotel in Llandudno,The Grand Burstin Hotelin Folkestone andThe Grand Metropolein Blackpool, took the number of Hotels throughout the UK to 28, including our first hotel in Wales.ContiIn August 2011 we purchased our newaddition, theScarisbrick Hotelin Southport. With 88 en-suite bedrooms and located on the popular Lord Street, it is in the perfect location for exploring Southport.By May 2012 Britannia Hotels had grown to own 41 with the acquisition of the Ramada Leeds North (now theBritannia Leeds), theRoyal Hotel Scarborough,theClifton Hotel Scarborough, theRoyal Bath Hotel Bournemouthand theDaresbury Park Hotelin Warrington.

Now its increasing.Latest Acquisition:2013 saw the addition of the Waterside Hotel in Peterhead, Brita

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