SERVICE MANAGEMENT PRESENTATIONON

MARKETING(IN TOURISM AND TRAVELS)

BYE.SHIVA

CONTENTS:

•INTRODUCTION

•SERVICE DEFINATION

•HOW IT IS POSITIONING

•CONSUMER NEEDS AND CONSUMER EXPECTATIONS

•SEVEN PS

•OPERATIONAL ISSUES FOR SUCCESS

•QUALITY ISSUE

•CONCLUSION

‘Marketing is the management process responsible for identifying, anticipating and satisfying customer requirements profitably.’

Travel and Tourism Marketing provides an introduction to the marketing of travel strategy market segmentation, the business environment, marketing research as well as marketing planning.

•INTRODUCTION

•SERVICE DEFINATION

Travel and tourism products are generally considered to be services rather than tangible ‘goods’ ..

1.providng the path for the customers to travel for their pleasure. 2.The business of providing tours and services for tourists. 3.The occupation of providing information, accommodations, transportation, and other services to tourists. 4. The promotion of tourist travel, esp. for commercial purposes. . the activity of traveling for pleasure, to see sights, for recreation etc.

MARKETING IN TOURISM AND TRAVE

LS

ATTRACTIONS

TRANSPORTATIONTRAVEL

AGENTS

ACCOMODATION AND CATERING

TOURISTS INFORMATION AND GUIDNG SERVICES

TOUR OPERATORS

CUSTOMER NEEDS:Educational groupsFamiliesTouristsCorporateSpecial need customers

Educational groups:Talks accommodation for larger groupsSomewhere to eatHealth and securityRange of ages

Families:Economical pricesEvents at times when children are off schoolChanging exhibitsRange of activities for all the family.

Tourists:Range of languagesInteresting place to visitIndoor attraction

Corporate:Conference facilitiesCateringHigh standard of facilitiesParkingAccommodation

CONSUMER EXPECTATIONS:

Delivering consistent and superior service is an important expectation of customers.

CleanlinessNoise level, comfortQuality products and services

Adherence to schedulesCourteous employeesDiscountsCovering of all destinationsmedical aids, proper food

1. Product

The tourism product are accommodations,transportation, food, recreationand attractions. Often the productincludes intangibles such ashistory, culture and natural beauty. Destination and transportation are main products.

2. Price

This refers to the amountcustomers pay for theproduct or serviceprovided. A quality tourismexperience at a fair price iswhat the customer islooking for in most cases.

3. PLACE

The place where thecustomer buys the tourismproduct can vary greatly.Travel agents, touroperators and tourwholesalers are a fewexamples of the distributionpoints for tourism products.

4. PROMOTION

A range of activities can beused to convincecustomers to buy theproduct, includinginformation kits, web sites,advertising, personalselling, sales promotion,travel shows, and publicrelations.Utilize tourist informationcenters, such as welcomecenters.Participation with yourstate, regional and localtourism offices andassociations.

5. PEOPLE

The people who sell andservice your product are anextremely important part oftourism marketing. Because much of the tourismindustry is based upon word-of-mouth advertising-particularly about the servicereceived- what your customerssay after they depart canthrust your business forwardor send it into a downwardspiral.

6.PHYSICAL EVIDENCE

The tourist attraction, which is an expensive for the customer must be tangibilized with the help of tangible items like, comfortable seats while traveling, layout, and design of the resort, natural service, 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

PROCESS

It is the way of undertaking transaction supplying information and providing services on a way, which is acceptable to the consumer and the effective to the organization. How we delivers our service to the customers and the process which we follows that is How we receives them?How we gives better courtesy to them?What are the destinations we offered to them and what we fulfilled?

OPERATIONAL ISSUES FOR SUCCESS:

Excellence in fulfilling the promise

Timely response to customers' requests

Solid and fruitful strategic alliances

Marketing know-how

QUALITY ISSUES:

 safety and security, hygiene, accessibility, transparency, authenticity and harmony of the tourism activity concerned with its human and natural environment.

Quality and sustainability in tourism are inherently linked.

The accessibility, and the technical performances of the tourist infrastructure.

Competence and personnel providing the services.