Presented By:

 JIMIT CHAVDA (18066)

 NIRALI RANA (18077)
 NIDHI THAKKAR (18074)
 MAHESH DORIYA (18070)
 NIPUN MODHIYA (18076)

Submitted To:
 Introduction
 Hotel is defined by the British law as a place where a
bonafide traveller can receive food and shelter,
provided he is in a position to pay for it and in a
condition to receive it.
 A hotel is a type of establishment that accommodates
visitors for a short stay at a stated fee.
 A commercial establishment offering lodging to travelers
and sometimes to permanent residents, and often
having restaurants, meeting rooms, stores, etc., that are
available to the general public.
 Objectives

 To provide better services

 Responsible Security
 Wellness : Creating a healthy
Bottom Line
 Cleanliness
 To plan, promote and protect by
lawful rights
 Classification of Hotels

According to Market segments

 Economy / limited services hotels
 Mid Market Hotels
 All suite Hotels
 Time share Hotels
 Executive Hotels
 Luxury / Deluxe Hotels
 Classification

According to Size
 Small Hotels (150 rooms)

 Medium Hotels (up to 299 rooms)

 Large Hotels (up to 600 rooms)

 Extra Large Hotels (above 600 rooms)

 Classification

According to Level of Services

 World Class Services

 Mid Range Services

 Economy / Limited Services Hotels

 Classification

According to ownership and affiliation

 Independent Hotel

 Chain Hotels

 Franchisee Hotels
 Classification
According to Star
 One Star (*)
 Two Star (**)
 Three Star (***)
 Four Star (****)
 Five Star (*****)
 Five Star Deluxe (*****deluxe)
 5 star hotel facilities
24 hour Services Of :
 Business Centre
 Concierge Services
 Doctor on call
 Duty Manager
 In-Room Dining
 Laundry and Pressing
 Foreign Currency Exchange
 Gymnasium
 Restaurants, a Lounge and a Bar
Tasks of Hotel

 dealing with bookings.

 completing procedures when guests arrive and leave.
 choosing rooms and handing out keys.
 preparing bills and taking payments.
 taking and passing on messages to guests.
 dealing with special requests from guests (like booking
theatre tickets or storing valuable items)
 Departments
 Front Office
 Housekeeping
 Kitchen Stewarding
 Food Production
 Food and Beverage Service
 Engineering Department
 HR/Personnel Department
 Stores
 Food and Beverage Controls
 Finance
 Marketing
 Security
 Training and Development
 Systems Department
7 P’S of Hotel Service Management

Product

Physical Promotion
evidence

Hotel
Process Price

People Place
 Product(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
 Promotion

 Promotion through FMCG goods

 Internet
 Media reports and media releases
 Concept promotion
 Customers
 Social service projects
 Travel assistants
 Hotel directories
Price

The prices are being charged according to

facilities.

The charges vary from Hotel to hotel.

Pricing is the only mix which generates a

turnover for the organization.
Place

Strategic Locations
Metropolitan cities
Business hubs
Tourist places
Heritage areas
People

 Receptionists Bell boys

 Laundry servicemen
 Butlers
 Room service
 Managers
 Cleaners
 Assistants for guests
 Chefs
 Waiters etc
Process

 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
Physical evidence

 Hotel lobby
 Phone
 Nice music
 Restaurant
 Before &after sale service
Some branded hotels in India

2017
Thank You.