CATEGORIES OF HOSPITALITY MARKETING, 7P:S OF TOURS AND TRAVELS AND SERVQUAL DIMENSIONS IN TOURISM.

1. Hospitality Marketing
Presented by : Problem Solvers
A.Kavya(15A012)
Krishnapriya(15C20)
Punya prava ( 15C24)
Vasudev
Akash

2. Introduction
 Marketing is the process for getting a company's product or
service out to consumers.
 Hospitality marketing takes a look at how segments of the
hospitality industry, such as hotels, restaurants, resorts and
amusement parks, utilize marketing techniques to promote
their products or services.
 Hospitality marketing is unique because it deals with the tangible
product, like a bed in the hotel or food in the restaurant, but it also
deals with the intangible aspects of the hospitality and tourism
industry.

3. Cont..
 It is about the experience in a trip and social status it
brings eating in a fine-dining restaurant.
 Hospitality refers to the relationship process between a
guest and a host.
 Hospitality marketing is very critical in the success of any
hospitality and tourism product, organization and tourist
destination.

4. Marketing concept
Integrated Marketing
1) Customers’ needs/ wants/ demands – the focus of the marketing
concept is to satisfy customers’ needs, wants, and demands
2) Profitability – companies aim to generate profits by satisfying their
customers’ demands better than their competitors
3) Integrated marketing – marketing is a concerted effort from all
personnel within
profitability Customers needs
& wants

5. Three Categories of the Hospitality Industry
 Food and Beverage
 Accommodations
 Travel and Tourism

6. 7p’s of Tours & Travelling
Product:
 Tourism product in marketing is referred to as any product or
service related to tourism like transportation, accommodation,
restaurants, attractions, shops, landscapes and etc.
 4 A's plays an important role in explaining the product
1. attractions 2. accommodation 3. amenity 4. accessibility.
Price:
 In tourism price is defined as the combination of monetary
and non monetary prices

7.  Monetary prices are the prices for entrance to destinations,
donations for local and environment causes and etc
 Non monetary costs are costs other than money example how
much time it was taken to reach that destination, risks during
the journey, future benefits etc.
 While setting the prices it should be kept in mind that product
pricing is highly influenced by internal and external factors
Place:
 Place is the important marketing mix element as before
traveling to other destinations tourists perceive the image of
the destinations in their minds
 The main variables of place are transportation, merchandising
and channels of distribution.

8. Promotion:
 Promotion is the main element of marketing mix.
Communication mix for promotion are advertising, sales
promotion, public relations and personnel selling.
 As tourism is the vast phenomenon normally advertisement in
tourism is created by national government of countries and by
tourism boards.
 Advertising is of four types-
1. Indoor advertising media
2. Outdoor advertising media
3. Direct advertising media
4. Display advertising media.

9. People:
 People in tourism refers to all people and workers whom
tourists interact during their visit to particular destinations.
 People have different roles in tourism they can be
employees, management, culture and customer service
people.
 In tourism people represents the culture of the country by
creating specific touch on the minds of tourists.

10. Process:
 Process is the mean of conveying messages, services and
information to customers in a easy manner so that customers can
easily access those particular products.
 Process is the action applied by the companies to deliver and to
provide information regarding their products in a relevant and easy
manner.
 Other essential components of the value chain such as booking
system, payment system, queue management and visitor-flow
techniques and the area of interpretation are examples for the
process component of marketing mix in tourism context
 Main key elements in process are planning, system & procedures,
documentation, quality control& feedback & reviews.

11. Physical evidence:
 In tourism as tourism products are intangible as before purchasing
any service, people can't touch, feel and see those destinations.
 Physical evidence is the environment or facilities and services
which they experience upon reaching the destinations.
 Physical evidence is related to another important factors like
physical environment around the product/service, Ambiance, Spatial
layout and corporate branding.

12. There are 3 types of marketing which happens within the service
marketing triangle
1. External marketing: promotional efforts aimed at potential
customers and guests (creating a promise between the
organization and the guest)
2. Internal marketing: training, culture, and internal
communications (enabling employees to deliver on the promise)
3. Interactive marketing: direct exchanges between employees and
guests (delivering the promise)

13.  In some businesses - such as travel,
tourism, catering, and banking - the
delivery of high-quality services to
consumers is increasingly recognised
as a key factor affecting the
performance of firms.

14. SERVQUAL Dimension in tourism
 Assurance dimension:
 being served by the appropriate personnel
 experienced and competent tour and hotel escorts and
 fluent and understandable communication with tourists.
 Responsiveness dimension:
 sincere interest in problem-solving
 provision of adequate information about the service
delivered
 prompt response to tourists’ requests
 provision of information on local entertainment
 willingness to help tourists

15.  Reliability dimension:
 easy contact on arrival at airport
 easy location of and contact with tour and hotel escorts
 services delivered on time
 right first time
 keeping promises
 insisting on error-free service
 meeting the tour schedule
 no sudden increase in tour cost.
 Empathy dimension:
 pleasant, friendly personnel
 understanding of specific needs
 cultivation of friendly relationship

16.  Tangibles dimension:
 modern and technologically relevant vehicles
 appealing accommodation facilities
 availability of information documents and notes
 physical appearance of tour and hotel escorts (tidiness
etc.)
 high-quality meals.

17. Thank you…