Service Marketing mix Of ITC Hotel

Presented ByBidyut Bikash Das15-50-118NIT Silchar

Introduction

ITC was formed on 24th August 1910 under the name of 'Imperial Tobacco Company of India Limited‘.

Headquarter in Kolkata, West Bengal .

ITC has a diversified presence in FMCG (Fast Moving Consumer Goods), Hotels, Paperboards &

Specialty Papers, Packaging, Agri-Business and Information Technology.

ITC is an outstanding market leader in its traditional businesses of Hotels, Paperboards, Packaging,

Agri-Exports and Cigarettes, it is rapidly gaining market share even in its nascent businesses of

Packaged Foods & Confectionery, Branded Apparel, Personal Care and Stationery.

Total revenue of ITC is US$8.0 billion in the year 2016.

Website - www.itcportal.com In September 2001, the company renamed as ITC Ltd.

ITC(Indian Tobacco Company)

INTRODUCTION TO ITC HOTEL ITC Limited entered the hotel business on 18 October 1975 with the opening of a hotel

in Chennai

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:

ITC Luxury Collection Hotels

Welcome Hotel Sheraton Hotels

Fortune Hotels

Welcome Heritage Hotels

Welcome Environ

ITC Hotel Properties ITC Hotel Maurya Sheraton & Towers, New Delhi

ITC Hotel Grand Maratha Sheraton & Towers, Mumbai

ITC Hotel Sonar Bangla Sheraton, Kolkata

ITC Hotel Grand Central, Mumbai

ITC Hotel Windsor Sheraton & Towers, Bangalore

ITC Hotel Kakatiya Sheraton & Towers, Hyderabad

ITC Hotel Park Sheraton & Towers , Chennai

Welcome Hotel Rajputana Palace Sheraton, Jaipur

Welcome Hotel Chola Sheraton, Chennai

Welcome Hotel Mughal Sheraton, Agra

Welcome Hotel, New Delhi

Welcome Hotel Rama International , Aurangabad

Welcome Hotel , Vadodara (through associate company)

Welcome Hotel , New Delhi

Welcome Hotel Grand Bay, Visakhapatnam

7 P’S of Service Marketing Mix

PRICE

PRODUCT

PHYSICAL EVIDENCE

PROMOTION

PROCESS

PLACE

PEOPLE

PRICE

PRODUCT

PHYSICAL EVIDENCE

PROMOTION

PROCESS

PLACE

PEOPLE

7 P’S of Service Marketing Mix ( itc Hotel )

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

PRICE

PRODUCT

PHYSICAL EVIDENCE

PROMOTION

PROCESS

PLACE

PEOPLE

SERVICES OFFERED ( Special Services)

7 P’S of Service Marketing Mix ( itc Hotel )

COURIER CHILD CARELAUNDRY PET

TRAVEL DESK BABYSITTINGWAKE-UP CALL BARBER SHOP

BOUTIQUES CURRENCY EXCHANGEIN ROOM TELEPHONE

SERVICEEXPRESS CHECK -IN

AND OUT

FLORIST FRONT DESK 24 – HOUR

GIFT SHOP MAID SERVICE

PRICE

PRODUCT

PHYSICAL EVIDENCE

PROMOTION

PROCESS

PLACE

PEOPLE

7 P’S of Service Marketing Mix ( itc Hotel )

Prices are being charged according to the

facilities.

Starting from Rs 5,500 to Rs 3,00,000.

The charges vary from Hotel to hotel.

PRICE

PRODUCT

PHYSICAL EVIDENCE

PROMOTION

PROCESS

PLACE

PEOPLE

7 P’S of Service Marketing Mix ( itc Hotel )

Promotion through FMCG goods

Internet

Media reports and media releases

Concept promotion

Customers

Media Mix (newspapers, radio, television,

billboards, websites, email, direct mail)

Social Media ( Facebook , Twitter )

Travel assistants

Hotel directories

PRICE

PRODUCT

PHYSICAL EVIDENCE

PROMOTION

PROCESS

PLACE

PEOPLE

7 P’S of Service Marketing Mix ( itc Hotel )

Strategic Locations

Metropolitan cities

Business hubs

Tourist places

Heritage areas

ITC Hotel operates 100 hotels in 75 destinations.

PRICE

PRODUCT

PHYSICAL EVIDENCE

PROMOTION

PROCESS

PLACE

PEOPLE

7 P’S of Service Marketing Mix ( itc Hotel ) Waiter

Receptionist

Security

Room Service Staff

Other Service Staff

Bell boys

Laundry servicemen

Butlers

Managers

Cleaners

Assistants for guests

Chefs etc

PRICE

PRODUCT

PHYSICAL EVIDENCE

PROMOTION

PLACE

PEOPLE

7 P’S of Service Marketing Mix ( itc Hotel )

PROCESS

Hotel lobby

Phone

Nice music

Restaurant

Conference Room

Before & after sale service

PRICE

PHYSICAL EVIDENCE

PROMOTION

PROCESS

PLACE

PEOPLE

PRODUCT

7 P’S of Service Marketing Mix ( itc Hotel )

Service process is the way in which a service is delivered

to the end customer.

Guest booking

Check in

Stay in hotel

Consuming services

Payment

Check out

itc Hotel