Hospitality Marketing

Introduction - Definition
The concept of Hospitality Services, also known as accommodation sharing, hospitality exchange, and home stay networks, refers to centrally organized social networks of individuals who trade accommodation. While this concept could also include house swapping or even time share plans, it has come to be associated mostly with travelers and tourists staying with one another free of charge.

Meaning
Hospitality refers to the relationship process between a guest and a host, and it also refers to the act or practice of being hospitable, that is, the reception and entertainment of guests, visitors, or strangers, with liberality and goodwill.

History
In 1949, Bob Luitweiler founded the first hospitality service called Servas Open Doors as a cross national, non-profit.

The next earliest began in 1965 when John Wilcock set up the Traveler's Directory.
This later became the Hospitality Exchange in 1988 when Joy Lily rescued the organization from imminent demise. Hospitality Club is the direct successor Hospex, the first Internet-based service, in 1992.

Contribution
The WTTC (World Travel & Tourism Council) released its 2005 Top Ten List of Travel & Tourism economies. China and India placed second and third respectively illustrating the impact of the emerging middleclasses has on Travel & Tourism growth. Travel & Tourism Demand, 2006-2015 (% Annualized Real Growth) Montenegro - 9.9 China - 9.2 India - 8.6 Reunion - 8.3 Croatia - 7.8 Sudan - 7.7 Vietnam - 7.7 Laos - 7.6 Czech Republic - 7.5 Guadeloupe - 7.2

Services Offered
Hospitality frequently refers to the hospitality industry jobs for
Hotels, Restaurants, Casinos, Catering, Resorts, Clubs, and any other service position that deals with tourists.

Growth of Hospitality

Since the 1990s, they have increasingly moved away from using printed catalogs and phone to connect users towards Internet websites. These have grown exponentially since 2000 and as of March, 2007 over 500,000 people are registered users of these networks. 'Capacity Building for Service Providers' was implemented to engage in activities having direct interaction with the tourists. The first Phase of the "Atithi Devo Bhava" Programme was completed during which over 26,000 stakeholders in seven cities were trained. The allocation of plan funds was raised from Rs.500.00 crore in 2004-05 to Rs.786 crore in 2007.

Indian scenario
With 4.4 millions tourists' arrival in the country last year, there is unprecedented growth of 15 % every year. This figure is expected to grow further in the coming years. The Capital has also witnessed 32.1 % growth in tourists' arrival in the last year. The cities of Mumbai, Chennai and Kolkata have shown a growth of 25%, 10% and 2.9% respectively.

Tourism
Tourism in India has registered significant growth in the recent years. In 1951, International Tourist Arrivals stood at around 17 thousand only while the same has now gone up to 3.91 million in 2005.

Features
Local Contact - Not only may travelers get a distinctly different experience, but they will also get a feel for the everyday lives of local residents. Reciprocity Authenticity and Adventure - the reach of tourism has to a large extent destroyed the opportunity to encounter them in most places

Benefits
Monetary Savings - can save lots of money on accommodation. Local Economic Sustainability - vacations today are sold in package form, this makes purchasing more convenient. Ecological Sustainability - accommodation sharing does in fact increase the length of average stays, thereby reducing the amount of trips.

Drawbacks
Lack of Guarantee - Reservations are made, but if they are for some reason broken, there is no higher authority to which one could plead for a refund or other compensation. No contractual agreement.

7 Ps of hospitality marketing
Product Price Place Promotion Physical Evidence People Process

Physical Evidence
Attractive and stimulating environments Such as interesting lounges, with activities for young children etc Pleasant waiting areas, with attractive reading materials Access to coffee for customers, etc.

People
The way in which a telephone query is handled Direct face-to-face interactions It should be better than a couldn't care less approach to customer relations Front line troops need to be thoroughly familiar with good customer relation's practice

 Associated with customer service are a number of processes involved in making marketing effective Processes for handling customer complaints Processes for identifying customer needs and requirements Processes for handling order etc

Processes

Product
Services offered - Seating - Food & other services Ambience

Price
Lodging charges Other expenses

Place
The Environment - 5 * Hotels - 4 * Hotels - 3 * Hotels Motels Restaurants

Promotion
Mail promotion Advertising Public relations Guest relations Media relations

Reference
http://www.fhrai.com/ http://www.reportbuyer.com/leisure_media/to urism_travel/hotels/indian_hotel_industry.ht ml http://books.google.co.in/books?id=growth+o f+hospitality+marketing

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