Hotel Industry

And the 7Ps of Marketing

Name – Anurag Sharma

Class – BBA “C”
http://www.free-powerpoint-templates-design.com
Reg No. - 19111507
 Product/Service
01 Families
• Rooms with more space
• Reasonable rates
• Low cost recreational facilities
• Kiddie menus
• Colourful interior rooms
• In house doctors
• Baby sitting facilities
• All inclusive packages
02 Business Executives
• Internet connection
• Business centre
• Airport pick up
• Conference room
• Quality service
• 24 hours room service
03 Solo Travelers
• Safety is the primary concern
• Quiet floors
• Bathroom with good lighting for make up
• Hair dryers, iron boards, etc.
• Spa and health club
04 Retirees
• Clean and comfortable room, lounge areas and public
areas
• High safety and security measures
• Easy access rooms closer to elevators
• Elderly care facilities
• Large well lit rooms and non slippery floors
PRICE
American Plan
Includes all three meals.
Rates are higher but offer a
good value for your money,
and convenience.
Bermuda Plan
Includes daily basis
breakfast and it provides a
room in a room rate
Bed and Breakfast
Charges for room and English
breakfast.
European Plan
Only the stay is included in
the rates and you will have
to pay extra for using the
dining facilities at the hotel
Modified American Plan
The quoted rate includes
two meals a day, including
breakfast and either lunch
or dinner.
Continental Plan
Same as Bermuda but breakfast
just includes Tea/Coffee and
toast/biscuits
 Resorts
PLACE The resort hotel is a luxury facility
that is intended primarily for
vacationers and is usually located
near special attractions.

Airport Hotels
An Airport Hotel is a hotel near the airport.
Downtown Most airport hotels have a shuttle to and
Located near the from the terminals.
commercial hub of the city.
Floating Hotels
Refers to luxury or boutique
Sub Urban Types of hotels on rivers, lakes, harbours
Hotel on the outskirts of a Hotel on and oceans. They can be located
large city basis of in the middle of the wilderness
Place on a lake or on mega-
metropolitan rivers.
City
Hotel is located in urban areas,
usually reserved for people
who intend to stay for short
term.
 PROMOTION
• Promotion includes advertising, public relations, sales promotion, word-of-mouth promotion,
personal selling and telemarketing.

• For successful marketing it is not ample to concentrate on the service part but it is also impact
generating that we promote the business in such a way that our prospects come to know the quality
offered them as a hotel visitors.

• There are a number of alternatives available for promoting the business and it is considered that a
professionally sound employee would make a blend of these components in such a way that effects
are proactive and cost effective.

• Creating direct mail campaigns, planning seasonal promotions, planning the timing and placement
of ad campaigns, personal advertisements, define growing and emerging markets and help in room
reservations (wholesale and business
 PEOPLE

• People are a defining factor in a service delivery process since a service is inseparable
from the person providing it.

• Thus, a hotel is known as much for its food as for the service provided by its staff.

• The same is true of banks and department stores.

• Consequently, customer service training for staff has become a top priority for many
organizations today.
 PROCESS
Operating
Process

Processing Guest Arrival-

Inputs Departure

Producing
House
and Serving
Keeping
House making Process

Hygiene Rooms

Technical Bed Making

Maintenance 01

07

02
Laundry
Decorating and Dry

06

03
Interiors Cleaning

05 04
Hygiene
Safety Hotel public
and areas
Security
 Processing Inputs
05
04 Issue of
food
03 Warehousing

02
Receipt
01 Purchase
food and
Beverages
Select
Suppliers
Guest Arrival-Departure
Process
Producing and Serving
 Physical Evidence
01 Comfort 03 Hygiene and Sanitation
• Ergonomics in Room Beds • Clean room and bathroom amenities in rooms
• Ambient Room Temperatures • Personal hygiene of waiters and housekeeping staff
• Service Employees interaction with polite tones • Polished and shining furniture
• Absorption in Environment • Clean visitors‘ toilets and smell of air freshener
• Noise free corridors

02
Emotional Security
• Being informed about hotel policies
• Being received at hotel entrance
• Understanding the customers needs
• No expectations for tips from guests
04 Safety
• Well- maintained furniture
• Sprinkler System in rooms
• Proper fire exit arrangement
• Double locking rooms
• CCTV installation at proper corner of hotel

05 Efficiency
• Emergency help from hotel staff
• Immediate response to visitor‘s complaints
• Quick response for mishap(medical help)
• Timeliness of service