TABISH NISAR KHAN

MBA STUDENT

CENTRAL UNIVERSITY OF KASHMIR

khantabish7@yahoo.com Topic:service marketting of hotel industry

Webster defines a hotel as, ´A building or institution providing lodging, meals and service for the people’

Oxford defines a hotel as, ´An establishment providing rooms & meals for the travelers & tourist’.

Products

Core services

Special services (Facilitating services)

Place

Place refers the accessibility of products to the customers.

Favourable locations:•Metropolitan cites.•Business hubs.•Tourist places.•Heritage areas etc.

PROMOTION STRATEGY• Advertising.• Sales promotion.• Personal selling.• Public Relations.

PRICEGenerally pricing is based on seasons like•Peak season •Off season•Shoulder season Or class of guests like;•Business class.•Leisure class.•Luxury class

Process

Guest Booking Check In Stay Consuming

Service Payment Check Out

People•Managers•Receptionists•Chefs•Attendants•Bell boys•Laundry servicemen•Travel agents etc

Physical Evidence The physical evidence of service includes all the tangible representations of service such as brochures, letterhead, business cards, reports, signage, internet presence and equipmentFor example, in the hotel industry,

Design, Furnishing, Lighting, Layout and decoration of the hotel Appearance Attitudes of its employees

Will influence customer perceptions of the service quality andexperiences.