SERVICE MARKETING ASSIGNMENT

SECTOR: HOSPITALITY
COMPANY: THE OBEROI GROUP

Submitted by:
Sourabh Kumar
21M133
PGDM – Marketing
 Introduction
The Oberoi Gather, which was established in 1934, works 32 lodgings, Nile Cruisers, and
a Engine Vessel in Kerala's backwaters. The Gather works beneath the extravagance 'Oberoi'
and five-star 'Trident' brands in seven nations. Flight catering, airplane terminal eateries,
travel and visit administrations, car rentals, venture administration, and
corporate discuss charters are too portion of the Group's offerings.

Sl Problem’s due to (I) P’s to be used to solve it

.
no
1 Intangibility  The hospitality industry's  Promotion: A
premium services are promotion strategy can
intangible, and potential be used to attract more
customers cannot taste, customers by
smell, see, hear, or touch demonstrating the
them. The services can only premium experience that
be experienced by staying can be obtained by
at the property. staying at the Oberoi.
2 Inconsistency  The Oberoi New Delhi is  Promotion: As the
one of the company's top Oberoi needs to close
revenue generators, and it their property for a few
was closed for two years years over the course of
for renovation. a decade to upgrade it,
 Because the service is the promotional strategy
maintained by human can assist in keeping
labour, the service quality customers loyal and
varies each time a interested in the
consumer visits The Oberoi upcoming upgrades and
property. how they will make the
experience more
premium.
 People & process:
Training employees can
assist in maintaining a
consistent level of
 service quality each time
they visit the Oberoi.
Also streamlining the
process, the quality of
service can be
maintained.
3 Inseparability  There are numerous players  Price & Promotion:
in the premium hotel Offering the same level
market, making it difficult of premium service by
to distinguish how the giving promotional
Oberoi differs from its discount attracting more
competitors. consumers and creating a
differentiation by
providing them with
additional services for
free.
4 Inventory  Each property has a limited  Price: Increasing the
number of rooms; during price during peak season
high demand, there may be in order to transfer
a problem with non- demand to another
availability, which may property, as well as
result in a customer maintaining a healthy
leaving. relationship with
wealthy customers.