Hospitality Marketing

Introduction - Definition

The concept of Hospitality Services, also known

as accommodation sharing, hospitality exchange,
and home stay networks, refers to centrally
organized social networks of individuals who trade
accommodation.
While this concept could also include house
swapping or even time share plans, it has come to
be associated mostly with travelers and tourists
staying with one another free of charge.

Meaning

Hospitality refers to the relationship

process between a guest and a host, and it
also refers to the act or practice of being
hospitable, that is, the reception and
entertainment of guests, visitors, or
strangers, with liberality and goodwill.

History
In 1949, Bob Luitweiler founded the first hospitality service
called Servas Open Doors as a cross national, non-profit.

The next earliest began in 1965 when John Wilcock set up the
Traveler's Directory.
This later became the Hospitality Exchange in 1988 when Joy
Lily rescued the organization from imminent demise.
Hospitality Club is the direct successor Hospex, the first
Internet-based service, in 1992.

Contribution
The WTTC (World Travel & Tourism Council) released its 2005 Top
Ten List of Travel & Tourism economies. China and India placed second
and third respectively illustrating the impact of the emerging middleclasses has on Travel & Tourism growth.
Travel & Tourism Demand, 2006-2015 (% Annualized Real Growth)
Montenegro - 9.9
China - 9.2
India - 8.6
Reunion - 8.3
Croatia - 7.8
Sudan - 7.7
Vietnam - 7.7
Laos - 7.6
Czech Republic - 7.5
Guadeloupe - 7.2

Services Offered
Hospitality frequently refers to the hospitality
industry jobs for

Hotels,
Restaurants,
Casinos,
Catering,
Resorts,
Clubs,
and any other service position that deals with
tourists.

Growth of Hospitality

Since the 1990s, they have increasingly moved away from

using printed catalogs and phone to connect users towards
Internet websites.

These have grown exponentially since 2000 and as of

March, 2007 over 500,000 people are registered users of these
networks.

'Capacity Building for Service Providers' was implemented to

engage in activities having direct interaction with the tourists.
The first Phase of the "Atithi Devo Bhava" Programme was
completed during which over 26,000 stakeholders in seven
cities were trained.

The allocation of plan funds was raised from Rs.500.00

crore in 2004-05 to Rs.786 crore in 2007.

Indian scenario
With 4.4 millions tourists' arrival in the country last
year, there is unprecedented growth of 15 % every
year. This figure is expected to grow further in the
coming years.
The Capital has also witnessed 32.1 % growth in
tourists' arrival in the last year.
The cities of Mumbai, Chennai and Kolkata have
shown a growth of 25%, 10% and 2.9% respectively.

Tourism
Tourism in India has registered significant
growth in the recent years. In 1951,
International Tourist Arrivals stood at around
17 thousand only while the same has now
gone up to 3.91 million in 2005.

Features
Local Contact - Not only may travelers get a
distinctly different experience, but they will also get a
feel for the everyday lives of local residents.
Reciprocity
Authenticity and Adventure - the reach of tourism
has to a large extent destroyed the opportunity to
encounter them in most places

Benefits
Monetary Savings - can save lots of money on
accommodation.
Local Economic Sustainability - vacations today are
sold in package form, this makes purchasing more
convenient.
Ecological Sustainability - accommodation sharing
does in fact increase the length of average stays,
thereby reducing the amount of trips.

Drawbacks
Lack of Guarantee - Reservations are made,
but if they are for some reason broken, there
is no higher authority to which one could
plead for a refund or other compensation.
No contractual agreement.

7 Ps of hospitality marketing

Product
Price
Place
Promotion
Physical Evidence
People
Process

Physical Evidence
Attractive and stimulating environments
Such as interesting lounges, with activities for young
children etc
Pleasant waiting areas, with attractive reading
materials
Access to coffee for customers, etc.

People
The way in which a telephone query is
handled
Direct face-to-face interactions
It should be better than a couldn't care less
approach to customer relations
Front line troops need to be thoroughly
familiar with good customer relation's
practice

Processes

Associated with customer service are a number of

processes involved in making marketing effective
Processes for handling customer complaints
Processes for identifying customer needs and
requirements
Processes for handling order etc

Product
Services offered
- Seating
- Food & other services
Ambience

Price
Lodging charges
Other expenses

Place
The Environment
- 5 * Hotels
- 4 * Hotels
- 3 * Hotels
Motels
Restaurants

Promotion

Mail promotion
Advertising
Public relations
Guest relations
Media relations

Reference
http://www.fhrai.com/
http://www.reportbuyer.com/leisure_media/to
urism_travel/hotels/indian_hotel_industry.ht
ml
http://books.google.co.in/books?id=growth+o
f+hospitality+marketing

Thank U!!!!!!!!