SHRI SHAMBHUBHAI V.

PATEL COLLEGE OF COMPUTER SCIENCE & BUSINESS

MANAGEMENT
PRESENTATION ON
HOSPITALITY SERVICE
TY BBA (MARKETING)
PRESENTED BY :-
KRUNAL AJMARA-02
RAHIL BALAR-06
BRIJESH BHADANI-07
BHALGAMA BHARAT-09
MADHAVANI BHAVYA-41
BORAD SHRILI-60
GAJERA AMI-70
HOSPITALITY SERVICE
INTRODUCTION:
 The hospitality industry holds a certain glamour and
sophistication.
 This is partly due to the image most hotels choose, refine, and
project to the public.
 Much of this image is created through architecture and design.
Yet a building is really only bricks, mortar, steel, glass and
furnishing.
 The property‘s architecture and style may be important in setting
the theme, but other factors are also important in differentiating
one hotel from another.
 These factors can include the property location, variety and
quality of food service, special features and amenities, and
perhaps most important, a staff that puts all of this together with
service to create the overall image and competitive position.
 WHAT IS HOSPITALITY?
Hospitality is the relationship between a guest and a host , or the act or

practice of being hospitable, i.e, the reception and entertainment of

guest, visitors ,or strangers , resorts , membership club , conventions ,

attractions , special events ,and other services for travelers and tourists.

The true meaning of hospitality “ the warm and generous reception of

guests and strangers . Hospitality word taken from French word “

HOSPICE” which mean ‘Take care of those travelling’.

 Hospitality is the act of generously providing care and kindness to

whosoever is in need .
 HISTORY OF HOSPITALITY
 The history of the hospitality industry dates all the way back all the way to

the colonial period in the late 1700s .

 Things have changed quite a bit since then the hospitality industry has

experienced significant development over the year as it has faced world

wars ,the depression and various social change

 Facilities offering guests hospitality have been in evidence since early

biblical times.

 The Greeks developed thermal baths in villages designed for rest .

Roams built mansions to provide accommodation for travelers on

government.
In the middle ages , monasteries and abbeys were the first
establishment to offer refuge to travelers on a regular basis
religious order built hospitals to cater for those on the
move .
HOSPITALITY INDUSTRY:
 The hospitality industry consist of board category
of fields within the service industry that includes
lodging , restaurants , event planning , theme parks ,
transportation , cruise line ,and additional fields within
the tourism industry .
 The hospitality industry is a 3.5 trillion dollar service
sector within the global economy .it is an umbrella term
for board variety of service industries including ,but not
limited to, hotels , food service , casinos, and tourism .
 The industry is cyclical ; dictated by the fluctuations that
occur with an economy every year . Today , hospitality
sector is one of the fastest growing sectors in India .
NATURE OF HOSPITALITY
INDUSTRY:
1. Intangibility : The hospitality products cannot be
seen , tested , felt , heard or smelled before they are
purchased . When the sales representative of a hotel
room they do not take hotel room with them . In fact
they do not sell a room .

2. Inseparability : hospitality services , both the service

provider and the customer must be present for the
transaction to occur .the food in a restaurant may be
outstanding , but if the service person has a poor
attitude or provides inattentive service , customer
customers will down rate the overall restaurant
experience .
3. Heterogeneity : services are highly variable because
their quality depends on who and where they are
provided in service delivery high level of human
involvement is required . this makes it vary every time
the consumer is availing the services.
4. PERISH ABILITY : SERVICES CANNOT BE STORED .
VACANT ROOMS ARE PERISHABLE . THE UNSOLD
ROOM TONIGHT CAN NEVER BE SOLD AGAIN .
5. FIXED SALARY : SUPPLY OF ROOMS IN A HOTEL IS
FIXED . AIRLINES ADJUST TO DEMAND BY
TEMPORARILY ADDING OR REMOVING FLIGHTS . THIS
IS NOT SO WITH HOTELS
6. HIGH OPERATING COST : UNLIKE
MANUFACTURING INDUSTRIES , WHICH OFFSET
LABOR WITH LARGE CAPITAL INVESTMENTS ,
HOTELS ARE BOTH CAPITAL AND LABOR INTENSIVE .
7. SEASONALITY : IT MEANS CHANGES IN
BUSINESS , EMPLOYMENT OR BUYING PATTERNS
WHICH OCCURS PREDICTABLY AT GIVEN TIMES OF
THE YEARS . ON A BUSINESS SITE , SEASONALITY IS
DENNED AS SEASONAL FLUCTUATION IN ECONOMIC
OR BUSINESS ACTIVITY WHICH OCCURS AGAIN AND
AGAIN REGULARLY DURING A YEAR AS A RESULT OF
CHANGES IN CLIMATE , HOLIDAYS AND VACATIONS .
STRATEGIES 7’P:
1) PRODUCT : THERE ARE DIFFERENT PRODUCTS
AVAILABLE IN HOSPITALITY SECTORS SUCH AS TRAVEL
SERVICE, TOURIST SERVICE , HOSPITALITY SERVICE ,
CONTRACT CATERING , EVENTS , VISITOR’S ATTRACTION
, HOLIDAY PARKS , AND HOSTELS ETC.
2) PRICE: PRICE IS THE AMOUNT OF MONEY CHARGED FOR
A GOODS OR SERVICE . IT IS THE SUM OF THE VALUES
CONSUMERS EXCHANGE FOR THE BENEFITS OF HAVING
OR USING THE PRODUCT OR SERVICE
3) PLACE : PLACE IS CONCERNED WITH POSSESSION OF
SERVICE THAT IS ACCESSIBLE TO THE CLIENT.
HOSPITALITY SECTOR NEEDS TO TAKE INTO
CONSIDERATION THE LOCATION WHETHER IT IS EXOTIC ,
UNTAPPED, BEACH, MOUNTAINS , FORESTS, WITHIN CITY
LIMITS , OUTSKIRTS ETC.
4) PROMOTION : ADVERTISEMENTS CAN BE DONE
THROUGH THE NEWSPAPERS, HOARDINGS, INTERNET
ESPECIALLY THE SOCIAL MEDIA ETC. SALES PROMOTION
CAN BE DONE BY THE PROVIDING COUPON, VOUCHERS ,
CONCESSION , FREE GIFTS ETC. TO THE CUSTOMERS.
5) PEOPLE : EXCELLENT CUSTOMER SERVICE PERSONNEL
WHO CAN PROVIDE SUPPORT WITH CLEARLY KNOWN
EXPECTATION . IS KEY TO MAINTAIN A HIGH LEVEL OF
CUSTOMER SATISFACTION .
6) PHYSICAL EVIDENCE : PHYSICAL EVIDENCE IS THE
ENVIRONMENT IN WHICH THE SERVICES DELIVERED AND
WHERE THE FIRM AND CUSTOMER INTERACT AND ANY
TANGIBLE COMPONENTS THAT FACILITATES PERFORMANCE
OR COMMUNICATION OF THE SERVICE .
7)PROCESS : THE PHASES IDENTIFY THE FINANCIAL
EXCHANGE THAT PHYSICAL CONTACTS AND OCCUR
BETWEEN GUESTS AND VARIOUS REVENUE CENTRES
WITHIN A LODGING OPERATION .
CONCLUSION:
 As the conclusion, the hospitality industry provides the
good service for their client with their variety service.
 But still this industry needs to improve their service to
archive the target of their industry.
 if they improve all this the customers will get happy and
will enjoy with service.