SUBMITED BY : KARUNA AKHILA THOMAS (KERIL)

SUBMITED ON: 23-11-2013

SUBMITED TO: Mr.NANDY sir

BATCH : E1/2013-2014

CENTRE : 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 SEGMENT

• Economy / limited services hotels• Mid Market Hotels• All suite Hotels• Time share Hotels• Executive Hotels• Luxury / Deluxe Hotels

CLASSIFICATION of rooms..According to Size

Small Hotels (150 rooms)

Medium Hotels (up to 299 rooms)

Large Hotels (up to 600 rooms)

Extra Large Hotels (above 600 rooms)

CLASSIFICATIONLevel of Services

World Class Services

Mid Range Services

Economy / Limited Services Hotels

CLASSIFICATION Ownership and Affiliation

Independent Hotel

Chain Hotels

Franchisee Hotels

Rating..of hotels….

According to Star

One Star (*)Two Star (**)Three Star (***)Four Star (****)Five Star (*****)Five Star Deluxe (*****deluxe)These are given by IHAT

5 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 FACILITIES…Foreign 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

INTRODUCTION TO ITC HOTEL

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 hotels……………

ITC Luxury Collection Hotels

Welcome Hotel Sheraton Hotels

Fortune 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 P’S of Service Marketing Mix… Product

PricePromotion

PlacePeople

Physical 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.

Promotion’sPromotion 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

Phone

Nice music

Restaurant

Before &after sale service

Price

The 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

ON-LINE SERVICE MARKETING

Small definition…

Services 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)Telephone

FRONT 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 office…Thus the role of Front Office is to reserve

receive 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

Let’s watch one of the best international hotel……

LETS WATCH SOME DETAILS ABOUT THE BRITANIA HOTELS

THIS IS A HOTEL HAVING A LARGE CHAIN…..

Some hotel’s contract…

The 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 Hotels have 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 the UK, as well as near major airports, in seaside resorts or surrounded 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 décor and facilities such as a choice of restaurants, health clubs, nightclubs, bars and FREE Wireless Internet Access

Some more small history………A 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 - the Britannia Hotel, with 5 floors and 363 bedrooms.

Still it’s going on cont…At the end of 1982 British Rail sold off its

hotel division - British Transport Hotels. From this sale, Britannia bought the internationally famous Adelphi 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 the Sachas Hotel, which now has 223 bedrooms.

It’s going on developing….Later in the same year Bosworth 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 parkland

Conti…….November 2004 saw the acquisition of 4

Hotels from the Grand Leisure Group.  The Grand Hotel in Scarborough, The Grand Hotel in Llandudno, The Grand Burstin Hotel in Folkestone and The Grand Metropole in Blackpool, took the number of Hotels throughout the UK to 28, including our first hotel in Wales.

Conti……In August 2011 we purchased our

new addition, the Scarisbrick Hotel in 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 the Britannia Leeds), the Royal Hotel Scarborough, the Clifton Hotel Scarborough, the Royal Bath Hotel Bournemouth and the Daresbury Park Hotel in Warrington.

Now it’s increasing….Latest Acquisition:2013 saw the addition of the Waterside

Hotel in Peterhead, Britannia Hotel Edinburgh and the Carrington House Hotel in Bournemouth, bringing the total number of Britannia Hotels to 44.

Welcome to Britannia Hotels Conference, Meetings & Events

 We are pleased to be offering an excellent

selection of Conference Facilities for up to 4000 delegates, throughout our range of 44 individual Hotels, set in different locations ranging from countryside, city, airport and seaside. All our our hotels offer our clients a range of conveniently located hotels that each feature comfortable traditional styled accommodation with modern facilities.

Why choose Britannia Hotels for Conference, Meetings & Events?

Over 8000 BedroomsConference Facilities for up to 4000 DelegatesLeisure Facilities at selected HotelsFREE Wireless L.A.N. at all Hotels

Conferences packages…Let us make it easier for you with our list

of what is available on our standard packages.  As you can see there are two different packages the Day Delegate and the 24 Hour Delegate.  Whichever one you choose you can always indulge and add any extras onto the package without breaking the bank!

Day Delegate Package….

Room Hire of main room.Morning Tea, Coffee & Biscuits.Afternoon Tea, Coffee & Biscuits.Restaurant or Buffet Lunch.Stationary.Mineral Water.Cordials.Mints.Flipchart.

Additional extras:

The following can be added to your package for a small supplement and is subject to availability.

Private Dining Danish PastriesBacon SandwichesFruit JuicesLeisure Club EntryUpgrade to Executive RoomUnlimited refreshments throughout the day

Additional Equipment……

The following equipment can be hired at the hotels for an extra charge.

Flip Chart.           Screen.           Lectern.           OHP & Screen.           TV, Video & DVD.           PA Speaker System.               LCD Projector.

They offer service for big parties…We can offer a wide range of rooms that are ideal for all

types of Exhibitions that can be held. As a business we want to ensure that everything runs

perfectly for you. We can provide a whole host of facilities that will

enable you to run a successful exhibition. Our rooms vary from size to size in each individual

hotel and the larger rooms are particularly spacious.  We have highlighted our larger exhibition rooms from

our range of hotels for ease. From product launches to fairs and shows we can help

accommodate your needs, and our professional Team at each of our hotels will be happy to help with the planning

Boasting our Large Exhibition rooms...

Norbreck Castle, Blackpool - The Norcalympia suite 

Adelphi Hotel, Liverpool - Banquting Hall   Royal Court, Coventry - Britannia Suite Britannia Nottingham - The Albany Hotel Sachas Manchester  - USA Suite - one of the

largest Conference rooms in Manchester City Centre

Bosworth Hall, Market Bosworth, Warwickshire - Tallamarche room & Britannia Suite plus Marquee

Conti……On each of our Hotel pages we have set

up tables that show you the Room Sizes and Capacities making it easier for you to identify which rooms are more suited to your requirements. You can locate these on each hotel page and under Meetings, Events & Social title on the left hand side. 

Whatever the size of your exhibition, we have the capacity to suit your needs

Small details on food and beverage…..

FOOD & BEVERAGEF&B Department constitutes the second largest revenue

generator of a typical hotel with an average of 23.1 for Food sales, and 8.6 % for Beverage sales. In a five-star hotel, Food and Beverage outlets might have the following forms:

Quick ServiceTable Service Specialty Restaurants Coffee Shops BarsLounges Clubs Banquets Catering Functions Wedding, Birthdays…

Check these also..

some more things about food and beverage………

Food and Beverage Industry

The hotel and tourism industry is one of the fastest growing industries in India. The hotel industry is a service oriented industry run by the people and for the people. As this industry basically deals with the service of food provided to the people, so this industry includes lots of methods of service of food.

For example -Table serviceBuffetsSelf serviceSingle point serviceAssisted serviceSpecialized or en situ service

For example - Table service Buffets Self service Single point service Assisted service Specialized or en situ service

Table Service:Customer is seated and menu is presented to the guest, service and clearance is provided by the staff. It is the most common service that is followed in a normal restaurant. Under table service we have following different Services:

1) Silver Service/English Service: Often referred to as "Host Service" because the host plays an active role in the service. good is brought on pattern by the waiter and shown to the guest for approval, after that food is served and is also cleared by the waiter afterwards. Service is done according to the various courses.

Family Service: Here the main courses are pre plated in the dishes with the accompaniments, placed on the table, for the customers to help themselves.

Plated/Pre-plated/American Service: As the name suggests, the food is pre-plated and the service is to be done from the right hand side of the guest.

Butler/French Service: The food once brought inside the restaurant is presented in front of the guest individually, but the service is done by the guest itself, the food may be carved by the waiter as per the suggestion of the guest, and the customer have to help themselves.

Russian Service: The food is not presented in front of the guest, simply laid and the customers need to help themselves. Usually large joints are served in this style of service.

Gueridon: This is a service done where a dish comes, partially prepared from the kitchen, to be completed in the restaurant by the waiter. The cooking is done on a gueridon trolley, which is a mobile trolley, also sometimes known as Flambe Trolley.

Bar Counter: Often a U-shaped bar with well designed stools for the customers to be seated and enjoy the alcohol and non alcoholic drinks

Assisted Service:The customer is usually seated. It's at the wish of the guest.

This service may either have buffet or menu. If there is buffet then customer have to help them and if there is a menu then staff will take care of service and clearance both.

Self-Service:Guest is welcomed he/she selects his/her own food, collect them in a food tray, help themselves and the clearance can either be done by the staff or guest. Now days, it is the most common service that is followed in fast food joints and restaurants.

a) Counter: a "Q" is formed for a service counter, where the guest selects its own tray or food.b) Free Flow: It is same as counter service but the only difference is that the guest moves in a random to the service point, and exits via a till point.c) Single point Service: Guest enters, guided towards a single point. Service is to be carried out by the customer itself and clearance either by staff or guest. Food or Beverage is supplied from a single point.

It’s a time chart of the hotel Paris Services Hotel amenities: 5 star Check-in: 3pm. Check-out: 12 noon Business centre Non-smoking floors/rooms Helicopter service Valet parking: 39 euro's per day Currency exchange 24-hour Room Service Safe deposit boxes Boutiques Barber shop Concierge service Same-day laundry/cleaner Pets are welcome (at no extra charge) except in the restaurants

In hotel cc cameras are use… to detect the theaf’s…..

Check it out these which shows the symbols of food and beverage

Conference theater in 5 star hotels…..

Sales & Marketing Division …

A typical Sales & Marketing Division is composed of four different departments:

SalesConvention ServicesAdvertisingPublic Relations

Mostly the guest watch these options before booking…

Security Division   Human Resources DivisionRetail OutletsRecreation Facilities (ex: Fitness Center,

Tennis Courts, and Cinema Saloons…)Conference CentersCasinosTravel agentsHealth club

Some care taken by hotel……

Measure security orientedHuman work force :equipments (Approx

90:10 )Personal touch with the customers.Always going extra steps ahead o satisfy

customer demands.Spends a lot to rectify mistakes to all its

customers.

Back ground maintenance…

Feedback by customers.

Online suggestion portals eg.burrp.com.

Trip advisor.

Restaurant magazines.

Luxury travel magazine.

Websites .

Contract deals with tours and travels.

Special offer’s.

About Agoda web-site ‘the world largest hotel on-line booking’.Agoda (www.agoda.com) is one of the

fastest-growing online hotel platforms worldwide, listing hundreds of thousands of hotels and providing services in 38 different languages. The company was established in 2005 by two veterans of the online travel business and in 2007 was acquired by Priceline Group, the largest seller of rooms online. Priceline Group is publicly traded on NASDAQ (Nasdaq: PCLN) and is a part of the S&P 500.

These are some background information………..Agoda.com employs more than 1,300 travel professionals,

representing more than 20 countries. There are major operations in Singapore, Bangkok,

Kuala Lumpur, Tokyo, Sydney, Hong Kong, and Budapest, with an additional presence in major cities across Asia, Africa, the Middle East, Europe, and the Americas.

Dedicated market managers maintain close relationships with Agoda.com hotel partners around the globe, creating special promotions and marketing programs to help Agoda.com offer some of the best deals on the Internet.

This competitive edge is backed up by a best-price guarantee

Five great reasons to book with us!

Over 357,000 hotels worldwide – more added every day.

Trusted by over 7,000,000 satisfied customers.

Best Price Guarantee.

4 million+ hotel reviews by agoda customers.

With availability in .over 37,000 cities worldwide.