It is an overview of hospitality sector which includes history, service blueprint, 7 p's, service failure and recovery

1. HOSPITALITY SECTOR
Overview of Hospitality
Industry
G HARI KRISHNA
K V GANGA RAJU
MAHODAYA H M
M RAMA SANDESH
AMBARISH REDDY

2. Definition
• “The reception and entertainment of
guests, visitors, or strangers with
liberality and good will”.
• Oxford English Dictionary
Hospitality comes from the French
word “Hospice” – House Of Rest for
travelers

3. • The oldest industry in the world
• Remain same until today  Guests Are
Always Welcome
• Offers travelers a home away from home
• It is also the largest and fastest growing
industry in the world

4. PINEAPPLE
• Universal symbol for hospitality
• Signify that visitors are
welcomed to the place
• Displayed at the doors/gates
• Symbol of welcome, friendship,
hospitality

5. HISTORY
In ancient time, people use to
travel by walking, the cover long
distance at that time since then
the concept of hospitality was
there but was no interest of
money or any economic profit.
Travelers use to stay in homes of
villagers
Slowly inns came in to existence
but in very low rent.

6. In medieval Europe monasteries rationally offered hospitality
to the travelers.
The main aim in offering hospitality was for pilgrims as
monasteries were found at the site of holy place.
In early Europe inns, they were especially designed as profit
making business it was the first commercial Venter in hotel
keeping.

7. • In1650 Mr. Pascal opened cafe in Paris and coffee house
in London.
• Termand house was 1st class hotel made in Boston 1829
• 1960 many individuals owners merge themselves with
large chain such as Sheraton, Hilton, Hyatt, holiday inn.
• History of hotels established in india in 18.19 & 20
century.

8. Indian History of Hospitality
 Agriculture, irrigation and industrialisation were
high on the agenda for planners and political
leadership.
 The few luxury properties from the Taj, the Oberoi
and the Ashok were concentrated in metro cities like
Delhi, Mumbai, Chennai and Kolkata.
 These hotels catered primarily to Government
guests or foreign dignitaries.

9. • 1903: Jamsetji Tata opens first hotel in Mumbai
• 1934: Rai Bahadur Oberoi acquires first property in Chennai
• 1965: International brand, Intercontinental hotel group forays
into India in partnership with the Oberoi group. Opens first hotel
in Delhi, Oberoi Intercontinental
• 1966: Government of India sets up ITDC
• 1971: Hotel Corporation of India is established
• 1975: ITC enters the hotel business
• 2001: Government allows 100 per cent FDI in the hotel sector

10. Many cultures embrace hospitality
India: “The guest is God” principal
South Central Asia / Middle East: People are
often characterized by an ancient set of ethics,
the first of which is hospitality
Celts: A host who granted a person refuge not
only provided food and shelter, but protection
while under their roof

11. LODGING
ALLIED
INDUSTRY
TRAVEL
AND
TOURISM
FOODSERVICE

12. LODGING SECTOR
• HOTELS
• MOTELS/BUDGET HOTELS
• MOTOR HOMES
• RESORTS
• CONDOTELS
• CHALETS
• TRAVEL LODGES
• RESIDENTIAL SUITE
• REST HOUSES

14. FOOD SERVICE SECTOR
• HOTEL FOOD AND BEVERAGE
• COMMERCIAL FOOD SERVICE
• INSTITUTIONAL FOOD SERVICE

16. TRAVEL AND TOURISM SECTOR
• TRAVEL AGENCIES
• TRANSPORTATION
• BUSINESS, MEETING AND CONVENTION
• RECREATION AND SPORTS
• ENTERTAINMENT

18. ALLIED INDUSTRY
• Educational and training institution
• Supermarket
• Vending machine
• Food manufacturers

24. Hospitality Sector India – At a Glance
Growth Rate 14%
Annual Rise in Room Rates 25%
Industry Turn Over FY 2010-11: US$ 137.36 (INR 47,889.03
crore)
Expected Export earnings Till
2019
US$ 51.4 billion
Direct & Indirect Employment Generated 218,200 jobs in 2011
GDP Contribution 7.8%
Employment opportunity 8.78%

25. Key Players
Company Type of properties Brands
Indian Hotels Luxury, mid-segment and
budget
Taj, Gateway, Vivanta and
Ginger
ITC Welcomgroup Luxury, budget and
heritage hotels
ITC Hotel—Luxury
Collection,
WelcomHotel—Sheraton,
Fortune and
WelcomHeritage
EIH Business hotels, leisure
hotels and cruises
Oberoi and Trident
Carlson Luxury, business hotels,
economy and cruises
Radisson Hotels and
Resorts, Park Plaza,
Country Inns & Suites,
Park Inn
InterContinental Luxury, mid-segment and
business hotels
InterContinental, Crowne
Plaza, Holiday Inn,
Holiday Inn Express,
Hotel

27. 7 P’s Of Hotel Industry
• Product
• Price
• Place
• Promotion
• People
• Process
• Physical Evidence

28. PRODUCT
Room Booking
Butler Service
Wi-Fi internet
Swimming Pool
Meeting Rooms/Conference
Rooms/Board rooms
Restaurants & Bars
Meeting and events/ Luxury events

29. 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.

30. PLACE
Metropolitan Cities
Business Hubs
Tourist Places
Heritage Areas

31. PROMOTION
Internet
Media reports and media releases
Customers
Social Service Projects
Travel assistants
Hotel directories

32. PEOPLE
Receptionists
Managers
Chefs
Assistant for guests
Bell boys
Laundry Servicemen
Cleaners
Waiters etc..

33. PROCESS
Service process is the way in
which a service is delivered to the
end customers.
Guest booking
Check in
Stay in hotel
Consuming Services
Payment
Check out

34. PHYSICAL EVIDENCE
Hotel lobby
Phone
Nice Music
Restaurant
Before & after sale service

35. Service Failure And Recovery

36. What is Service Recovery?
• Service recovery is a procedure for dealing with
customers’ problems and complaints. An effective
&timely recovery procedure will turn a complaining
customer into a satisfied, loyal customer most of the
time.
• It is trying to do something Right from a situation that
went wrong.

37. The incident At Taj Heritage
At least seven gunmen enter the lobby of the Taj
Mahal Palace hotel, where about 450 people
were staying, and begin firing.
60 hours of siege.
Left 195 people dead and hundreds injured.
Large fire reported.
Took Indian security forces nearly three days to
eliminate the last of the attackers.

38. SERVICE FLAWS
Intelligence Failures.
Gaps in Coastal Surveillance.
Incomplete Execution of Response Protocols.
Response Timing Problems.
Inadequate Counterterrorism Training and
Equipment for the Local Police.

39. Service recovery

40. Immeditely created the Taj
Public Welfare Trust.
Assisting people affected by
the attack.
Promised to rebuild and
restore every inch of the hotel
to its original glory.

41. Ratan Tata, surveyed the
heritage building.
The Indian National Trust
for Art and Cultural
Heritage (INTACH).
Planned to reopen the
Hotel in phases.
Opening the Hotel as soon
as possible.

42. REOPENING
Re-opened the doors of its 268-room
Tower Wing on Sunday 21 December
2008.
Guest services have been upgraded.
Use of the Taj Club, with free
breakfast and tea, coffee and
cocktails.
Free use the hotel's personal butler
service.

43. SECURITY
Investment of large sums of money
on security systems and procedures.
Created a security team headed by a
retired Major General from the army.
Retained the services of a top
international security service
company.
Around 75 people have been trained
overseas.
Equipped them to be the first line of
defence in the event of an attack.

44. Trained security people in
plain clothes at the lobby
and other key points.
Security ring outside the
hotel.
Mock attacks to assess
the preparedness of our
people, system and
procedures.

45. Give your Hands to Serve ..and Hearts to Love……
Mother Teresa