Tourism and

Hospitality
Industry
Tourism Industry
The total of all business that directly provide
goods or services to facilitate business, pleasure
and leisure time activities away from the home
environment.
Hospitality Industry
The Hospitality Industry encompasses a wide
range of businesses, each of which is dedicated
to the service of people away from home.
The Role of Marketing
In any business, a solid marketing strategy is critical to building a brand,
attracting new customers and maintaining loyalty. The Tourism and
Hospitality industry is no different. Because customer loyalty is key,
marketing managers and executives devote a lot of time and resources to
building brand awareness and creating ongoing, interconnected
campaigns.
- Hospitality and Tourism sales are different from consumer goods sales
because marketers must sell tangible as well as intangible products.
Means they are marketing services rather than goods
 The hospitality industry is mostly made up of tourism and other
experiential services
- Consistent brand identity is also very important. Marketers want to
ensure that brand recognition exists so that customers will use their
services again and again. Repeat customers bring in a sizeable
portion of revenue, so marketing strategy must be split between
maintaining relationships with past customers while seeking out
new ones.
The Customer
Customer is an individual or business that purchases
another company's goods or services. Customers are
important because they drive revenues; without them,
businesses have nothing to offer.
The customer needs and,
wishes and expectation
By definition, customer expectations are any set of
behaviors or actions that individuals anticipate when
interacting with a company.
How to identify customer
needs, wishes and expectations
To Identify needs you must both listen and ask the right question. After
identifying needs, always check for additional or related needs. Use
tour knowledge and experiences to identify and present the right
products, services and solutions to meet your customer's needs,
wishes and expectation.

- Understand why customers what they buy.

- Listen to what customers say.
Staff Feedback
Employee feedback is the core of personal and professional
growth.
Feedback can help an employee get better at what they do, and
surprisingly employees crave feedback.
Besides being open and honest, give your feedback to
employees in real time. The closer to the event that you give
feedback, the better it is.