Introduction to Service Industry.pptx

8/12/2019 Introduction to Service Industry.pptx

1/31

A project on hotel

Industry


2/31

Sumeet Punjabi 16

Sagar karnani 17Juhi Hasija 20

Ritu valecha 21

Juhi Makhija 22Vaibhav Thakre 23

Aniket Salve 35

Priyanka Talreja 36

Jyoti Sagar 43

Gulshan laherwani 60

BRAINS BEHIND


3/31

Introduction to Service

Industry

Service industry, an industry in that part of the economy thatcreates services rather than tangible objects. Economists divide alleconomic activity into two broad categories, goods and services.

Goods-producing industries are agriculture, mining,manufacturing and construction each of them creates some kindof tangible object.

Service industries include everything else: banking, hospitality,communications, wholesale and retail trade, all professionalservices such as engineering, computer software development,and medicine, nonprofit economic activity, all consumer services,and all government services, including defense and administrationof justice. A services-dominated economy is characteristic ofdeveloped countries


4/31

Hotel industry

The hotels industry is broad category of fields withinthe service industry that includes lodging, restaurants,theme parks and additional fields within the serviceindustry. The hotel industry is several billion dollarindustry that mostly depends on the availability of leisure

time and disposable income.An hotel is an establishment that provides lodging

paid on short term basis. The provision of basicaccommodation, in times past, consisting only of a roomwith a bed, a cupboard a small table and a wash stand has

largely been replaced by rooms with modern facilities,including en-suite bathrooms and air conditioning orclimate control. Additional common features found inhotel rooms are telephone, an alarm clock, a television,etc.


5/31

HERITAGE HOTEL

Heritage hotel was started in the year 2005.it was started by Mr.

Sangram Nair and now managed by Mr. Praveen Shetty. Initially itwas a small restaurant later it expanded to a multi-cuisine restaurantand then to a certified Motel. Multi-cuisine restaurant comprises of 3international and mainly Indian food. The timings of the hotel are 11in the morning till midnight 12.The reception is open 24/7.

Hotel Heritage has food standards as per F&B standards. The foodserved to customers are first checked in the laboratory and then givento them. This is done to maintain the quality of the food. There arenear about 75 staff members working in the hotel


6/31


7/31

Different departmentsFood production department: food production departmentmainly deals with food products which are to be prepared andserved. The main aim of this dept. is to look after the quality offood prepared.

Front office department: front office department is that

department which mainly keep records . The front officedepartment develops and maintains up to date records basedon guest information, guest service and ensures guestssatisfaction.

House keeping department: House keeping department isthat dept. which is responsible for creating cleanliness,

maintenance and safe environment.F AND B department: food and beverage department is thedepartment which is responsible for systematic service of foodas per order, from kitchen till the final destination.


8/31

SERVICE QU LITYIN HOTEL

Service quality is a complex,elusive, subjective and abstract

concept. It means different

things to different people. The

most common definition of

service quality is thecomparison customers make

between their expectations and

perceptions of the received

service. The quality of service

in hotel industry is an important

factor of successful business.


9/31

Importance of qualitymanagement in hotelindustryQuality is considered to bevery great importance in thehospitality industry. The

main aim of service qualityas being able to ensure asatisfied customer.However, the focus ofquality initiatives has been

primarily on selection andtraining of front line staff.The issues of measurementand process improvementhave been largelyneglected.


10/31

CONTRIBUTION OF CUSTOMERS

IN IMPROVING THE QUALITY.Regardless of the specific tools andmethods a firm adopts or what qualityexperts an organization

follows, managing for quality andcompetitive advantage means a firmmust become customer oriented.Unfortunately, many quality-

management programs and efforts toenhance competitiveness take a ratherlimited view of potential customerinvolvement in the process.


11/31

ustomers roles in servi eimprovementWithin the levels of participationcustomers can play a variety of roles.Through a review of literature which hascontributed to our understanding of

customer participation we haveidentified three of these:

(1) the customer as productive resource;

(2) the customer as contributor to quality,satisfaction and value; and

(3) the customer as competitor to theservice organization


12/31

CUSTOMERS AS Contributors

Another role that customers can play in servicesdelivery is that of contributor to their ownsatisfaction and the ultimate quality of theservices they receive. Customers may not carethat they have increased the productivity of theorganization through their participation, but theyprobably do care a great deal about whether theirneeds are fulfilled.. Unless the organization uses

or implements the advice it has purchased, itcannot expect to get the full value of the service.Recognizing this, many management consultantsnow get involved in teaching customers to use theinformation they provide


13/31


14/31

Telephone.

Music system.ACS(air condition)

Refrigerator.

Wi-Fi.

Free home delivery.

Complementary services.

The unique feature of hotel heritage residency is that theycelebrate birthdays of their customers surprisingly and wishthem by gifting flowers at their home, not only birthdays but

also anniversaries, achievements, DJ parties and alsoprovide approximate safety till their stay, and many more.


15/31

Services provided by hotel

heritage to its employees.

Welfare facilities.

Health facilities.

Medical facilities.

Transportation facilities.

Different shifts.


16/31

Monthly leaves.

Provident fund ESIC.

Extra incentives.

Clean atmosphere to work.Some place to rest and eat

meals.


17/31

There are different licenses hotel

heritage posses with: food l icence

t rade l icence

exc ise l icence

po l ice l icence

shop and establ ishment l icense

entertainment l icense

music rights


18/31

Different types of taxes

charged by the hotelService charge

Service tax

VAT-(Value added tax)


19/31

Challenges For Hotel

Industry

Shortage of skilled employees

Retaining quality workforce

The Demanding Customer

Intense competition

Customer expectations

Human resource development


20/31

Types of product

There are basically two types of products:1. Core product: The core product is one which

satisfies the basic need of the consumer.The core product in the hotel industry is

ACCOMODATION. The role of Hotelheritage is to provide basic accommodationfacilities and delicious dishes.

2. Formal product:The formal product is one

which is regular and consumer concerned , itmeans that which they like to prefer on eachvisit.


21/31

4ps of marketing mix used by

hotel industry.


22/31

Product mix in an hotel

industry.

The emerging trends and growingmarket competition there are a lot of

changes taken place in product mix. It

is essential that we keep our mindsopen and come to know the latest

developments in the likes and dislikes

of the customers, and while includingnew services in the product mix,

assign due contribution to their

preferences.


23/31


24/31

The Product Mix for a Hotel will typically

include: Reception:Welcome, Enquiry and

sign posts.

Boarding:Catering, restaurants and

cafeterias.

Lodging:Bed, room, light, water, sanitation,

ventilation and view.

Entertainment:TV, Dance, music, culturalshows and radio.

Medicals:first aid / ambulance.


25/31

Promotion mix

It is not sufficient to concentrate onthe quality of services but it also

impact generating that we promote our

business in such a way that theprospects come to know about the

quality to be offered to them

as hotel customers. This focuses theattention on innovative promotional

measures.


26/31

Components of promotion-mix

Advertisement . Publicity.

Sales promotion.

Tools of sales promotion. brochure.

folders

packaging

attraction leaflets. Personal selling.

Word-of-mouth promotion.


27/31


28/31


29/31

Suggestions Employees first should listen to the customers and

ask them what they can do to help them.

Hotel must establish a environment where great

service is recognized and rewarded.

Hotel should provide some complimentary dishesto their customers.

Hotel management should also provide to and fro

(pick up and drop ) facility to those customers who

travel from mainly far places. Hotel should mainly focus on quality not on

quantity.

Hotels should have ample parking space.


30/31

CONCLUSION

In this project, we studied to analyze a serviceinnovation in hotel industry. The study redefinesseveral economic roles and relationships among them.As a mature industry hotel industry now it includes all

types of lodging from luxurious 5 star hotels to youthhostels.

According to research the services provided by hotelindustries can be changed by adopting innovation in

technologies and also by adopting modern methods ofcommunications.


31/31

Documents

Introduction to Service Industry.pptx