Marketing of hospitality and tourism services

SUBMITTED BY: ASHA CHANDRAWAT SOMYA CHUGH KRATI VIJAYVARGIYA

The Importance of Hospitality and Tourism

Hospitality and tourism encompass many related businesses.
Hospitality and tourism service industry, with a contribution of 6.23% to the national GDP and 8.78% of the total employment in India. India witnesses more than 17.9 million annual foreign tourist arrivals and 740 million domestic tourism visits. The tourism industry in India generated about 100 US$ billion in 2008 and that is expected to increase to US$275.5 billion by 2018 at a 9.4% annual growth rate. In the year 2010, 17.9 million foreign tourists visited India.

Hospitality Industry
The hospitality industry includes hotels, motels, inns, and bed-andbreakfasts (B&Bs).
hospitality industry a group of businesses composed of establishments related to lodging and food-service management bed-and-breakfasts (B&Bs) small unique inns that offer a full breakfast with a nights stay

Tourism Industry
tourism industry a group of businesses that encompass travel/transportation vendors for air, rail, auto, cruise, and motor-coach travel, and promote travel and vacations

Ecotourism

Pro-poor tourism Medical tourism

Dark tourism

Creative Educational tourism tourism

Other providers hospitality and tourism include: Recreational facilities Meeting planning services Sports and entertainment

Products as Service
When marketing the service side of the hospitality and tourism industries, you need to consider the variables of perishability, intangibility, and changeability.
variables factors that can cause something to change or vary
perishability the probability of a product ceasing to exist or becoming unusable within a limited amount of time intangibility a state of being abstract, as are things that cannot be touched changeability a condition of being subject to change or alteration

Industry Segments

MARKETING MIX OF HOSPITALITY AND TOURISM SERVICES

Product
The tourism product differs from other products due to the wide range it covers, including such areas as accommodations, transportation, food, recreation and attractions. Often the product includes intangibles such as history, culture and natural beauty. Many times the hospitality or tourism product is viewed as more of a service in the customers eyes. The closer we can determine how to satisfy the customers needs, the more successful the destination will be.

Price
This refers to the amount customers pay for the product or service provided. A quality tourism experience at a fair price is what the customer is looking for in most cases. Pricing should be based upon clear-cut goals and objectives: survival, profit maximization, market share, competition or positioning.

Place
The place where the

customer buys the tourism product can vary greatly. Travel agents, tour operators and tour wholesalers are a few examples of the distribution points for tourism products. Look for new distribution points in which you can sell your services. For example: web sites like Travelxp.com,makemytrip.com

Promotion
A range of activities can be used to convince customers to buy the product, including information kits, web sites, advertising, personal selling, sales promotion, travel shows, and public relations. Utilize tourist information centers, such as welcome centers. Participation with your state, regional and local tourism offices and associations.

People
The people who sell and service your product are an extremely important part of tourism marketing. Friendly personal service and trained employees can make or break a tourism business. Because much of the tourism industry is based upon word-ofmouth advertising particularly about the service received- what your customers say after they depart can thrust your business forward or send it into a downward spiral.

Trends in Hospitality & Tourism

Categories of trends in hospitality and tourism are:
Safety Diversity Ecology Ecotourism Markets Market segments Convenience
diversity ethnic variety as well as socioeconomic and gender variety in a group or society

ecotourism a branch of tourism encompassing adventure tourism and sustainable development of regions for future generations market segments groups of consumers categorized by specific characteristics to create a target market

Technology
For hospitality and tourism, technology is very visible in the areas of marketing and communication. Specific applications include:
Informationmanagement systems

Web sites

Internet access

Guest services