A project on hotel

Industry

Sumeet Punjabi 16
Sagar karnani 17
Juhi Hasija 20
Ritu valecha 21
Juhi Makhija 22
Vaibhav Thakre 23
Aniket Salve 35
Priyanka Talreja 36
Jyoti Sagar 43
Gulshan laherwani 60


BRAINS BEHIND
Introduction to Service
Industry
Service industry, an industry in that part of the economy that
creates services rather than tangible objects. Economists divide all
economic activity into two broad categories, goods and services.
Goods-producing industries are agriculture, mining,
manufacturing and construction each of them creates some kind
of tangible object.
Service industries include everything else: banking, hospitality,
communications, wholesale and retail trade, all professional
services such as engineering, computer software development,
and medicine, nonprofit economic activity, all consumer services,
and all government services, including defense and administration
of justice. A services-dominated economy is characteristic of
developed countries
Hotel industry
The hotels industry is broad category of fields within
the service industry that includes lodging, restaurants,
theme parks and additional fields within the service
industry. The hotel industry is several billion dollar
industry that mostly depends on the availability of leisure
time and disposable income.
An hotel is an establishment that provides lodging
paid on short term basis. The provision of basic
accommodation, in times past, consisting only of a room
with a bed, a cupboard a small table and a wash stand has
largely been replaced by rooms with modern facilities,
including en-suite bathrooms and air conditioning or
climate control. Additional common features found in
hotel rooms are telephone, an alarm clock, a television,
etc.


HERITAGE HOTEL


Heritage hotel was started in the year 2005.it was started by Mr.
Sangram Nair and now managed by Mr. Praveen Shetty. Initially it
was a small restaurant later it expanded to a multi-cuisine restaurant
and then to a certified Motel. Multi-cuisine restaurant comprises of 3
international and mainly Indian food. The timings of the hotel are 11
in the morning till midnight 12.The reception is open 24/7.
Hotel Heritage has food standards as per F&B standards. The food
served to customers are first checked in the laboratory and then given
to them. This is done to maintain the quality of the food. There are
near about 75 staff members working in the hotel

Different departments

Food production department: food production department
mainly deals with food products which are to be prepared and
served. The main aim of this dept. is to look after the quality of
food prepared.
Front office department: front office department is that
department which mainly keep records . The front office
department develops and maintains up to date records based
on guest information, guest service and ensures guests
satisfaction.
House keeping department: House keeping department is
that dept. which is responsible for creating cleanliness,
maintenance and safe environment.
F AND B department: food and beverage department is the
department which is responsible for systematic service of food
as per order, from kitchen till the final destination.

SERVICE QUALITY

IN HOTEL

Service quality is a complex,
elusive, subjective and abstract
concept. It means different
things to different people. The
most common definition of
service quality is the
comparison customers make
between their expectations and
perceptions of the received
service. The quality of service
in hotel industry is an important
factor of successful business.






Importance of quality
management in hotel
industry



Quality is considered to be
very great importance in the
hospitality industry. The
main aim of service quality
as being able to ensure a
satisfied customer.
However, the focus of
quality initiatives has been
primarily on selection and
training of front line staff.
The issues of measurement
and process improvement
have been largely
neglected.
CONTRIBUTION OF CUSTOMERS
IN IMPROVING THE QUALITY.
Regardless of the specific tools and
methods a firm adopts or what quality
experts an organization
follows, managing for quality and
competitive advantage means a firm
must become customer oriented.
Unfortunately, many quality-
management programs and efforts to
enhance competitiveness take a rather
limited view of potential customer
involvement in the process.

Customers roles in serviCe
improvement

Within the levels of participation
customers can play a variety of roles.
Through a review of literature which has
contributed to our understanding of
customer participation we have
identified three of these:
(1) the customer as productive resource;
(2) the customer as contributor to quality,
satisfaction and value; and
(3) the customer as competitor to the
service organization

CUSTOMERS AS Contributors


Another role that customers can play in services
delivery is that of contributor to their own
satisfaction and the ultimate quality of the
services they receive. Customers may not care
that they have increased the productivity of the
organization through their participation, but they
probably do care a great deal about whether their
needs are fulfilled.. Unless the organization uses
or implements the advice it has purchased, it
cannot expect to get the full value of the service.
Recognizing this, many management consultants
now get involved in teaching customers to use the
information they provide

Different services provided by hotel
heritage to its customers :
Room facilities.
Meetings.
Conference halls.
Banquet halls.
Reception.
Laundry facilities.
Television .


Telephone.
Music system.
ACS(air condition)
Refrigerator.
Wi-Fi.
Free home delivery.
Complementary services.

The unique feature of hotel heritage residency is that they
celebrate birthdays of their customers surprisingly and wish
them by gifting flowers at their home, not only birthdays but
also anniversaries, achievements, DJ parties and also
provide approximate safety till their stay, and many more.

Services provided by hotel
heritage to its employees.
Welfare facilities.
Health facilities.
Medical facilities.
Transportation facilities.
Different shifts.

Monthly leaves.
Provident fund ESIC.
Extra incentives.
Clean atmosphere to work.
Some place to rest and eat
meals.


There are different licenses hotel
heritage posses with:
food licence
trade licence
excise licence
police licence
shop and establishment license
entertainment license
music rights


Different types of taxes
charged by the hotel

Service charge
Service tax
VAT-(Value added tax)


Challenges For Hotel
Industry

Shortage of skilled employees
Retaining quality workforce
The Demanding Customer
Intense competition
Customer expectations
Human resource development
Types of product
There are basically two types of products:
1. Core product: The core product is one which
satisfies the basic need of the consumer.
The core product in the hotel industry is
ACCOMODATION. The role of Hotel
heritage is to provide basic accommodation
facilities and delicious dishes.
2. Formal product:The formal product is one
which is regular and consumer concerned , it
means that which they like to prefer on each
visit.



4ps of marketing mix used by
hotel industry.
Product mix in an hotel
industry.
The emerging trends and growing
market competition there are a lot of
changes taken place in product mix. It
is essential that we keep our minds
open and come to know the latest
developments in the likes and dislikes
of the customers, and while including
new services in the product mix,
assign due contribution to their
preferences.
While formulating the product mix for
the hotel services, it is essential that
catering management, restaurant and
cafeteria management, management of
bedrooms, management of convention
halls are given due weightage. The
boarding services are considered to be an
important part of product mix. In addition,
the lodging services also become
significant.
The Product Mix for a Hotel will typically
include:
Reception: Welcome, Enquiry and
sign posts.
Boarding: Catering, restaurants and
cafeterias.
Lodging: Bed, room, light, water, sanitation,
ventilation and view.
Entertainment: TV, Dance, music, cultural
shows and radio.
Medicals: first aid / ambulance.

Promotion mix
It is not sufficient to concentrate on
the quality of services but it also
impact generating that we promote our
business in such a way that the
prospects come to know about the
quality to be offered to them
as hotel customers. This focuses the
attention on innovative promotional
measures.

Components of promotion-mix
Advertisement .
Publicity.
Sales promotion.
Tools of sales promotion.
brochure.
folders
packaging
attraction leaflets.
Personal selling.
Word-of-mouth promotion.

Price mix
Pricing decisions are found critical,
challenging. Of course, no marketing
mix is found so much critical as
pricing. Pricing is not only the outcome
of the marketing forces.
It conveys something to customers
even about the quality of a product.
There are a number of variables
influencing the pricing decisions of an
organization.

RECOMMENDATIONS

Hotel owners should invest into the policies that would result
in growth of their market share.
Online booking system should be enhanced.
Development in mobile booking system.
Revenue management will make an art of managing funds of
hotel industry.
Advertisement through social networking sides can be
adopted.
Newer technology will ensure eco-friendly techniques and
thereby help in protection of environment.
Amendments in quality standards will result in rise in quality
serving levels.
Staff should be trained in such a way that they should
understand the choices of customer at the first time itself.
More importance would be given to customer satisfaction
rather than profit.

Suggestions
Employees first should listen to the customers and
ask them what they can do to help them.
Hotel must establish a environment where great
service is recognized and rewarded.
Hotel should provide some complimentary dishes
to their customers.
Hotel management should also provide to and fro
(pick up and drop ) facility to those customers who
travel from mainly far places.
Hotel should mainly focus on quality not on
quantity.
Hotels should have ample parking space.


CONCLUSION

In this project, we studied to analyze a service
innovation in hotel industry. The study redefines
several economic roles and relationships among them.
As a mature industry hotel industry now it includes all
types of lodging from luxurious 5 star hotels to youth
hostels.
According to research the services provided by hotel
industries can be changed by adopting innovation in
technologies and also by adopting modern methods of
communications.