SUBMITED BY :
KARUNA AKHILA THOMAS
SUBMITED TO:
SUBMITED ON:
BATCH
CENTRE
Mr.NANDY sir
23-11-2013
: E1/2013-2014
: FRANFINN VIZAG
(KERIL)

HOTEL INDUSTRY-INTRODUCTION
 The Hotel Industry originated in the 6th century
B.C.
 It is one of the oldest endeavor.
 The earliest inns where just large halls where
travelers slept on the floor along with the
animals on which they travelled.
 These conditions prevailed for hundreds in the 6th century
The Hotel Industry originated of years
B.C.
until the mode of travel changed.
It is one of the oldest endeavor.
The earliest inns where just large halls where
travelers slept on the floor along with the
animals on which they travelled.
These conditions prevailed for hundreds of years
until the mode of travel changed.

CLASSIFICATION OF HOTEL
MARKET SEGMENT
•
•
•
•
•
•
Economy / limited services hotels
Mid Market Hotels
All suite Hotels
Time share Hotels
Executive Hotels
Luxury / Deluxe Hotels

CLASSIFICATION of
rooms..
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
Level of Services
 World Class Services
 Mid Range Services
 Economy / Limited Services Hotels

CLASSIFICATION
Ownership and Affiliation
 Independent Hotel
 Chain Hotels
 Franchisee Hotels

Rating..of hotels….
According
to Star
One Star (*)
Two Star (**)
Three Star (***)
Four Star (****)
Five Star (*****)
Five Star Deluxe
(*****deluxe)
These are given by
IHAT

5 star hotel
facilities
24 hour Services :
Business Centre
Concierge Services
Doctor on call
Duty Manager
In-Room Dining
Laundry and Pressing
Free Wi-Fi
Large Bar facilities
Front Office
Security and Safety

THESE ARE SOME FACILITIES…
 Foreign Currency Exchange
Gymnasium
 4 Restaurants, a Lounge and a Bar
Art Gallery
Baby Sitting Service

Some times we can see the
symbols in the hotels…

Perceptual brand mapping of
Indian hotels

INTRODUCTION TO ITC
HOTEL

 ITC Limited entered the hotels business in 1975
 ITC hotels currently owns and operates 100 hotels in 75
destinations
 India's second largest hotel chain
 They show our heritage
 The group today operates under different brands:

ITC Hotel Properties
 ITC Hotel Maurya Sheraton & Towers, New Delhi
 ITC Hotel Grand Maratha Sheraton & Towers, Mumbai
 ITC Hotel Sonar Bangla Sheraton, Kolkata
 ITC Hotel Grand Central, Mumbai
 ITC Hotel Windsor Sheraton & Towers, Bangalore
 ITC Hotel Kakatiya Sheraton & Towers, Hyderabad
 ITC Hotel Park Sheraton & Towers , Chennai

Cont….
 Welcome Hotel Rajputana Palace Sheraton, Jaipur
 Welcome Hotel Chola Sheraton, Chennai
 Welcome Hotel Mughal Sheraton, Agra
 Welcome Hotel, New Delhi
 Welcome Hotel Rama International , Aurangabad
 Welcome Hotel , Vadodara (through associate
company)
 Welcome Hotel , New Delhi
 Welcome Hotel Grand Bay, Visakhapatnam

7 P’S of Service Marketing Mix…
Product
Price
Promotion
Place
People
Physical evidence
Process

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’s
 Promotion through FMCG goods.
 Internet.
 Media reports and media releases.
 Concept promotion.
 Customers.
 Social service projects.
 Travel assistants.
 Hotel directories.

People
•
Receptionists.
Bell boys.
Laundry servicemen.
Butlers.
Managers.
Room service.
Assistants for guests.
Chefs.
Cleaners.
Waiters etc.

Place
 Strategic Locations
 Metropolitan cities
 Business hubs
 Tourist places
 Heritage areas

Physical evidence
 Hotel lobby
 Phone
 Nice music
 Restaurant
 Before &after sale service

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.

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

ON-LINE SERVICE
MARKETING

SERVICE DEPARTMENTS
MAJOR REVENUE PRODUCING DEPARTMENTS
 ROOM DIVISION :

(a)Front Office

(b)Reservation

(c)House keeping

(d)Uniform

(e)Telephone

FRONT OFFICE
 The Front office department in a hotel is
responsible for the room sale through
systematic
way of reservation followed by registration and
assigning rooms to the guest.
 Revenue collected from the room sales
constitutes
to 70 of the total sales of the hotel.

Some rolls of front office…
 Thus the role of Front Office is to reserve
receive register assign room to guest and act
as a continuous source of Information to the
guest during their stay in the hotel.
 Image Building
 Room tariff

Let’s watch one of the best
international hotel……

LETS WATCH SOME
DETAILS ABOUT THE
BRITANIA HOTELS
THIS IS A HOTEL
HAVING A LARGE
CHAIN…..

Some hotel’s contract…
 The Grand Reward programme is currently
available at the following hotels: Norbreck
Castle, Metropole, Savoy - Blackpool, The
Grand - Llandudno & Scarborough, Grand
Burstin - Folkestone, Adelphi Hotel Liverpool, Britannia Hotel Aberdeen, Britannia International Hotel London, Britannia Hotel & Country House Hotel
- Manchester, Royal Albion Brighton, Britannia Hotel, Roundhouse &
Heathlands - Bournemouth, Prince of Wales &
Scarisbrick - Southport, Royal & Clifton -

 Britannia Hotels have 44 hotels across the UK
offering over 8000 bedrooms. Location is the key
to our success, our hotels can be found in prime
cities throughout the UK, as well as near major
airports, in seaside resorts or surrounded by
stunning countryside. Our aim is to provide
extremely good value for money at a time when it
has become an increasingly important factor to
companies and individuals when making buying
decisions. Britannia not only offers extremely
competitive rates but also combines this with
richness in décor and facilities such as a choice of
restaurants, health clubs, nightclubs, bars and
FREE Wireless Internet Access

Some more small history………
 A Brief History of Britannia Hotels
 Britannia Hotels Ltd was founded in 1976 when the
owner bought a 100-bedroom hotel in South
Manchester, The Country House Hotel. This is now a
255 bedroom hotel, with a choice of restaurants, hotel
bar, Spindles leisure club and extensive onsite parking.
 The second purchase in 1981 was a council owned
derelict listed building in central Manchester. After
spending an entire year developing the unit, it partially
opened in May 1982 with 25 bedrooms on the top floor
and a nightclub. This once derelict unit is now a famous
landmark and meeting place throughout Manchester the Britannia Hotel, with 5 floors and 363 bedrooms.

Still it’s going on cont…
 At the end of 1982 British Rail sold off its
hotel division - British Transport Hotels. From
this sale, Britannia bought the internationally
famous Adelphi Hotel, a luxurious and superbly
appointed hotel in the very heart of Liverpool.
 In 1987 Britannia Hotels once again returned
to Manchester and converted an unused building
that used to be the city's C&A department
store - this became the Sachas Hotel, which
now has 223 bedrooms.

It’s going on developing….
 Later in the same year Bosworth Hall, a
country house style hotel in Warwickshire, was
purchased. Bosworth Hall was in the process of
being converted from a hospital/nursing home
into a hotel and Britannia took over the
development from the builders who went
bankrupt. The conversion was to produce a
192-bedroom hotel set in twenty seven acres
of beautifully landscaped gardens and parkland

Conti…….
 November 2004 saw the acquisition of 4 Hotels
from the Grand Leisure Group. The Grand
Hotel in Scarborough, The Grand Hotel in
Llandudno, The Grand Burstin Hotel in
Folkestone and The Grand Metropole in
Blackpool, took the number of Hotels
throughout the UK to 28, including our first
hotel in Wales.

Conti……
 In August 2011 we purchased our
new addition, the Scarisbrick Hotel in Southport.
With 88 en-suite bedrooms and located on the
popular Lord Street, it is in the perfect location
for exploring Southport.
 By May 2012 Britannia Hotels had grown to own 41
with the acquisition of the Ramada Leeds North
(now the Britannia Leeds), the Royal Hotel
Scarborough, the Clifton Hotel
Scarborough, the Royal Bath Hotel
Bournemouth and the Daresbury Park Hotel in
Warrington.

Now it’s increasing….
 Latest Acquisition:
 2013 saw the addition of the Waterside Hotel
in Peterhead, Britannia Hotel Edinburgh and
the Carrington House Hotel in
Bournemouth, bringing the total number of
Britannia Hotels to 44.

Welcome to Britannia
Hotels Conference, Meetings & Events

 We are pleased to be offering an excellent
selection of Conference Facilities for up to 4000
delegates, throughout our range of 44 individual
Hotels, set in different locations ranging from
countryside, city, airport and seaside. All our our
hotels offer our clients a range of conveniently
located hotels that each feature comfortable
traditional styled accommodation with modern
facilities.

 Why choose Britannia Hotels for




Conference, Meetings & Events?
Over 8000 Bedrooms
Conference Facilities for up to 4000 Delegates
Leisure Facilities at selected Hotels
FREE Wireless L.A.N. at all Hotels

Conferences packages…
 Let us make it easier for you with our list of
what is available on our standard packages. As
you can see there are two different packages
the Day Delegate and the 24 Hour
Delegate. Whichever one you choose you can
always indulge and add any extras onto the
package without breaking the bank!

Day Delegate Package….









Room Hire of main room.
Morning Tea, Coffee & Biscuits.
Afternoon Tea, Coffee & Biscuits.
Restaurant or Buffet Lunch.
Stationary.
Mineral Water.
Cordials.
Mints.
Flipchart.

Additional extras:
 The following can be added to your package for a







small supplement and is subject to availability.
Private Dining
Danish Pastries
Bacon Sandwiches
Fruit Juices
Leisure Club Entry
Upgrade to Executive Room
Unlimited refreshments throughout the day

Additional Equipment……
 The following equipment can be hired at the







hotels for an extra charge.
Flip Chart.
Screen.
Lectern.
OHP & Screen.
TV, Video & DVD.
PA Speaker System.
LCD Projector.

They offer service for big
parties…
 We can offer a wide range of rooms that are ideal for





all types of Exhibitions that can be held.
As a business we want to ensure that everything runs
perfectly for you.
We can provide a whole host of facilities that will
enable you to run a successful exhibition.
Our rooms vary from size to size in each individual
hotel and the larger rooms are particularly spacious.
We have highlighted our larger exhibition rooms from
our range of hotels for ease.
From product launches to fairs and shows we can help
accommodate your needs, and our professional Team at
each of our hotels will be happy to help with the
planning

Boasting our Large Exhibition
rooms...
 Norbreck Castle, Blackpool - The Norcalympia suite
 Adelphi Hotel, Liverpool - Banquting Hall
 Royal Court, Coventry - Britannia Suite
 Britannia Nottingham - The Albany Hotel
 Sachas Manchester - USA Suite - one of the largest
Conference rooms in Manchester City Centre
 Bosworth Hall, Market Bosworth, Warwickshire Tallamarche room & Britannia Suite plus Marquee

Conti……
 On each of our Hotel pages we have set up
tables that show you the Room Sizes and
Capacities making it easier for you to identify
which rooms are more suited to your
requirements. You can locate these on each
hotel page and under Meetings, Events & Social
title on the left hand side.
 Whatever the size of your exhibition, we have
the capacity to suit your needs

Small details on food and beverage…..

FOOD & BEVERAGE
 F&B Department constitutes the second largest revenue








generator of a typical hotel with an average of 23.1 for Food
sales, and 8.6 % for Beverage sales. In a five-star
hotel, Food and Beverage outlets might have the following
forms:
Quick Service
Table Service
Specialty Restaurants
Coffee Shops
Bars
Lounges
Clubs
Banquets

Check these also..

some more things about food and beverage………
 Food and Beverage Industry
For example Table service
Buffets
Self service
Single point service
Assisted service
Specialized or en situ service
The hotel and tourism industry is one of the
fastest growing industries in India. The
hotel industry is a service oriented industry
run by the people and for the people. As this
industry basically deals with the service of
food provided to the people, so this industry
includes lots of methods of service of food.

1) Silver Service/English Service: Often referred to as "Host Service" because
the host plays an active role in the service. good is brought on pattern by the
waiter and shown to the guest for approval, after that food is served and is also
cleared by the waiter afterwards. Service is done according to the various
courses.
Table Service:
Customer is seated and menu is
presented to the guest, service and
clearance is provided by the staff. It is
the most common service that is
followed in a normal restaurant. Under
table service we have following different
Services:







For example Table service
Buffets
Self service
Single point service
Assisted service
Specialized or en situ service

Gueridon: This is a service done where a dish comes, partially prepared from the
kitchen, to be completed in the restaurant by the waiter. The cooking is done on a
gueridon trolley, which is a mobile trolley, also sometimes known as Flambe Trolley.
Bar Counter: Often a U-shaped bar with well designed stools for the customers to
be seated and enjoy the alcohol and non alcoholic drinks
Butler/French Service: The food once brought inside the restaurant is presented in
front of the guest individually, but the service is done by the guest itself, the food
may be carved by the waiter as per the suggestion of the guest, and the customer
have to help themselves.
Russian Service: The food is not presented in front of the guest, simply laid and
the customers need to help themselves. Usually large joints are served in this style
of service.

Family Service: Here the main courses are pre plated in the dishes with the
accompaniments, placed on the table, for the customers to help themselves.
 Plated/Pre-plated/American Service: As the name suggests, the food is pre-plated and the
service is to be done from the right hand side of the guest.

 Assisted Service:
 The customer is usually seated. It's at the wish of the guest.
This service may either have buffet or menu. If there is buffet
then customer have to help them and if there is a menu then
staff will take care of service and clearance both.
a) Counter: a "Q" is formed for a service counter, where the guest selects its own
tray or food.
b) Free Flow: It is same as counter service but the only difference is that the
guest moves in a random to the service point, and exits via a till point.
c) Single point Service: Guest enters, guided towards a single point. Service is to be
carried out by the customer itself and clearance either by staff or guest. Food or
Beverage is supplied from a single point.
Self-Service:
Guest is welcomed he/she selects his/her own food, collect them in a food
tray, help themselves and the clearance can either be done by the staff or guest.
Now days, it is the most common service that is followed in fast food joints and
restaurants.

It’s a time chart of the hotel
Paris

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












Services
Hotel amenities: 5 star
Check-in: 3pm. Check-out: 12 noon
Business centre
Non-smoking floors/rooms
Helicopter service
Valet parking: 39 euro's per day
Currency exchange
24-hour Room Service
Safe deposit boxes
Boutiques
Barber shop
Concierge service
Same-day laundry/cleaner
Pets are welcome (at no extra charge) except in the restaurants

In hotel cc cameras are use… to
detect the theaf’s…..

Check it
out these
which
shows
the
symbols
of food
and
beverage

Conference theater in 5 star
hotels…..

About Agoda web-site ‘the world
largest hotel on-line booking’.
 Agoda (www.agoda.com) is one of the fastestgrowing online hotel platforms
worldwide, listing hundreds of thousands of
hotels and providing services in 38 different
languages. The company was established in
2005 by two veterans of the online travel
business and in 2007 was acquired by Priceline
Group, the largest seller of rooms online.
Priceline Group is publicly traded on NASDAQ
(Nasdaq: PCLN) and is a part of the S&P 500.

These are some background
information………..
 Agoda.com employs more than 1,300 travel
professionals, representing more than 20 countries.
 There are major operations in
Singapore, Bangkok, Kuala
Lumpur, Tokyo, Sydney, Hong Kong, and Budapest, with
an additional presence in major cities across
Asia, Africa, the Middle East, Europe, and the
Americas.
 Dedicated market managers maintain close relationships
with Agoda.com hotel partners around the globe, creating
special promotions and marketing programs to help
Agoda.com offer some of the best deals on the Internet.
 This competitive edge is backed up by a best-price
guarantee

Over 357,000 hotels worldwide – more added every day.
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4 million+ hotel reviews by agoda customers.
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