...HOTEL – THE CONCEPT At the outset, we go through the concept of hotel. The common law says that hotel is a place where all who conduct, themselves properly and who being ableand ready to pay for their entertainment, accommodation and other services including the boarding like a temporary home. It is home away from home where all the modern amenities and facilities are available on a payment basis. It is also considered to be a place where tourist stops, cease to be travellers and become customers. The definition presented by hotel operators to authorities of the National Recovery Administration in Washington is found to be a more comprehensive definition, presented by Stuart McNamara. The definition states that, “ Primarily and fundamentally, a hotel is an establishment which supplies boarding and lodging not engaged in inter – state commerce or in any intrastate commerce, competitive with or affecting inter – state commerce (or so related that the regulation of one involves the control of other).” The hotel may furnish quarters and facilities for assemblage of people for social business or entertainment purposes and may engage in retaining portion of its premises for shops and businesses whose continuity (i.e., proximity) is deemed appropriate to a hotel. The assemblage of people for social business and entertainment purposes makes it essential that hotels are also furnished with a big conference hall where the maximum possible accommodation is available. We also call it...
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...MarketLine Industry Profile Hotels & Motels in the United States October 2012 Reference Code: 0072-0520 Publication Date: October 2012 WWW.MARKETLINE.COM MARKETLINE. THIS PROFILE IS A LICENSED PRODUCT AND IS NOT TO BE PHOTOCOPIED United States - Hotels & Motels © MARKETLINE THIS PROFILE IS A LICENSED PRODUCT AND IS NOT TO BE PHOTOCOPIED 0072 - 0520 - 2011 Page | 1 EXECUTIVE SUMMARY Market value The United States hotels & motels industry grew by 7.7% in 2011 to reach a value of $137.5 billion. Market value forecast In 2016, the United States hotels & motels industry is forecast to have a value of $179.5 billion, an increase of 30.6% since 2011. Market volume The United States hotels & motels industry grew by 2.4% in 2011 to reach a volume of 52,214 hotels & motels. Market volume forecast In 2016, the United States hotels & motels industry is forecast to have a volume of 56,484 hotels & motels, an increase of 8.2% since 2011. Category segmentation Leisure is the largest segment of the hotels & motels industry in the United States, accounting for 71.1% of the industry's total value. Geography segmentation The United States accounts for 27% of the global hotels & motels industry value. Market rivalry The hotels and motels industry is dominated by large international players, who compete intensely for a share of the market. United States - Hotels & Motels © MARKETLINE THIS PROFILE IS A LICENSED PRODUCT AND IS NOT TO BE PHOTOCOPIED ...
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... desert safari, lagoon backwaters, ancient monuments, forts and palaces, adventure tourism and, of course, the Taj Mahal. India currently has over 200,000 hotel rooms spread across hotel categories and guest-houses and is still facing a shortfall of over 100,000 rooms (source: FHRAI). The country is witnessing an unprecedented growth in hotel constructions and will be adding almost 114,000 hotel guest rooms to its inventory over the next five years. (source: HVS) The earlier setbacks in global tourism have strengthened the Department of Tourism's resolve to promote India's tourism through aggressive marketing strategies through its campaign 'Incredible India'. The 'marketing mantra' for the Department of Tourism is to position India as a global brand to take advantage of the burgeoning global travel and trade and the vast untapped potential of India as a destination. The Indian Hospitality Industry – An Overview The current scenario • Existing hotel rooms in India: 202,963, source FHRAI • Revenue of the Indian hotel industry FY 2009-10: US$ 137.36 (INR 47,889.03 crore) • 30% of this revenue i.e. US$ 41.2 million (INR 14,366.7 crore) went back into the market in FY 2008-09 as operating expenses Number of hotels and restaurants in India: |Hotel category |No. of Hotels |No. of Rooms...
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...Customer relation management (CRM) Topic- Comparative analysis of CRM tools in Hospitality industry ACKNOWLEDGEMENT We would like to express our gratitude toward Mrs. Vandana Ahuja ma’am for her kind co-operation and encouragement which helped us in completion of this project. We would also like to express our special gratitude and thanks to industry persons of Taj and Oberoi group of hotels for giving us such attention and time. Our thanks and appreciations also go to our colleagues in developing the project and people who have willingly helped me out with their abilities. * Group members INDEX 1. CRM introduction 2. Architecture of CRM 3. Hospitality industry 4. Classification of industry 5. Top players in India 6. Challenges for hospitality industry 7. Customer management in hotel industry 8. Research framework 9. Technology and CRM 10. CRM software for the hotel industry 11. CRM in Oberoi hotels 12. CRM in TAJ hotels 13. CRM implementations 14. Conclusion 15. Recommendation 16. Bibliography CRM INTRODUCTON Customer satisfaction is a business philosophy which tends to the creation of value for customers, anticipating and managing their expectations, and demonstrating ability and responsibility to satisfy their needs. Qualities of service and customer satisfaction are critical factors for the success of any business. Enterprises exist because they have a customer to serve. The key to...
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...Measures and Performance in the Hotel Industry NOR AZIAH ABU KASIMa* AND BADRIYAH MINAIb b Graduate School of Management, Universiti Putra Malaysia Faculty of Economics and management, Universiti Putra Malaysia a Customer relationship management (CRM) has been increasingly adopted because of its benefits of greater customer satisfaction and loyalty, which in turn, leads to enhanced financial and competitive performance. This paper reports on a study that examines the relationship between CRM strategy and performance and determines whether the use of customer performance measures plays a mediating role in the relationship between CRM strategy and performance. This study contributes to the limited literature on CRM strategy since little is known about the use of CRM strategy and customer performance measures and their relation with performance in the hotel industry in Malaysia. Data were collected through a questionnaire survey of hotels in Malaysia. Hierarchical regression analyses on a sample of 95 hotels revealed that only the information technology dimension of CRM strategy has a significant and positive effect on performance. In addition, the hypothesis concerning the role of customer performance measures as a mediator was supported. Keywords: Customer relationship management strategy, customer performance measures, hotels, performance, mediator. JEL Classification Codes: M41, M31. AbStRACt INtRODUCtION Economically, the tourism industry is the third economic pillar...
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....................... 7 In The Focus......................................................................................................................................... 8 City Trends........................................................................................................................................... 12 Indian Hospitality – In Sync with Nature....................................................................................... 19 1. 2. 3. 4. Indian Hotel Industry – by Star Category............................................................................................... 22 Indian Hotel Industry – Inventory and Chain Affiliation................................................................... 31 Indian Hotel Industry – Seven Major Cities.......................................................................................... 39 Indian Hotel Industry – Twelve Other Cities......................................................................................... 50 Hotel Analysis...
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...Environmental Factors……………………………………………………………………………………...4 Industry Players and Competitive Scenario………………………………………………………………..5 Marketing implications for existing players and new entrants…………………………………………….7 Size of the market, growth pattern and evolution of the service The Demand for Indian Tourism is increasing at 10.1% per annum. India will attract 25 million tourists by the year 2015. India currently has 2,00,000 hotel rooms spread across various hotel categories yet has a shortage of 1,00,00 rooms. |Hotel Category |No. of hotels |No. of rooms | |5 star /deluxe |165 |43965 | |4 star |134 |20770 | |3 star |505 |30100 | |2 star |495 |22950 | |1 star |260 |10900 | |Heritage |70 |4200 | |Uncategorized |7078 | | |Total |8707 |132885 | |Restaurants |12750 | | Current Scenario: • Existing Hotel Rooms: 202963 • Revenue of the hotel industry FY 2009-10: INR 47,889.03 crore • 30 % of this...
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...Memorandum To: Dr. XYZ CC: From: XYZ Date: MM/DD/YYYY Re: Sustainability in the hotel industry: weak in one pillar! For my assignment for BADM 798 Spring YYYY course, I interviewed a hotel executive to determine the company’s (i.e. hotel’s) perspectives on sustainability. The business professional I interviewed was Mr. XYZ, the Executive Director of Ramada Inn - American City. Mr. XYZ has Post-Graduate Diploma in Business Management as well as degrees in Software Engineering and Systems Analysis. He has 10 years of work experience in Marketing Fast Moving Consumer Goods (FMCG) and 15 years of experience in Hotel Management. The interview occurred on the premises of Ramada Inn – American City on MM/DD/YYYY from 5:30 – 6:30 p.m. Ramada Inn is affiliated with the Wyndham Hotel Group, one of the largest hospitality groups in the world with businesses across six continents. As such, Ramada has been around for more than 50 years and has nearly 900 hotels in about 50 countries across the world. Although the owners and franchisees have lot of flexibility in the way they run their daily operations, they have to follow certain policies that distinguish the Ramada Brand (like free internet access) and also follow some basic rules and policies of the Wyndham group. I had reviewed the company website for information in this regards and found Wyndham’s take on Sustainability and the “Wyndham Green” program. No additional information as regards sustainability was found on the Ramada...
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...INDIAN HOTELS INDUSTRY Consumer confidence low; revival contingent on global environment QUARTERLY REVIEW March 2012 ICRA expects the Indian Hotels industry to finish 2011-12 on a weaker note with subdued pricing power eroding margins. Although some revival in operational metrics was witnessed during late 2010-11, the industry continued to lack the pricing power to drive out of its current stagnancy. Globally weak macroeconomic scenario, the European sovereign debt crisis, geo-political turmoil in the Arab countries, high interest rates, inflation and a muted domestic corporate performance during the current fiscal (year to March 31, 2012) have sapped the industry’s ability to sustain inflation adjusted Average Room Realizations (ARRs). Muted ARRs and high costs have led to one of the weakest nine month (9M) periods (April-December-11) in over five years. With uncertainty continuing to cloud the near term, wavering business/consumer confidence and a sluggish economy, there is no significant trigger for the industry during the next two-three quarters. While the start of the next season (in Q3, 2012-13) may bring some relief to the industry in some specific markets, we expect real traction to return to the industry only by 2013-14; overall, we expect this to be a slow and long slog to recovery. We expect ARR growth during the current fiscal to be limited to around 5%, followed by around 5-8% during 2012-13. In the current inflationary environment, RevPAR growth of around 6-7%...
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...Indian Hotel Industry Survey 2011-2012 For more information, or additional copies of this document, please contact: Secretary General Federation of Hotel & Restaurant Associations of India (FHRAI) B-82, 8th Floor, Himalaya House, 23 Kasturba Gandhi Marg New Delhi - 110 001 India Tel: Fax: Email: Website: +91 (11) 4078 0780 +91 (11) 4078 0777 fhrai@vsnl.com www.fhrai.com Price: FHRAI Members: FHRAI Non-Members: International: `500 (per additional copy) `700 US$50 © Federation of Hotel & Restaurant Associations of India, 2012 Reproduction of data from within this publication is permitted provided that acknowledgement is accredited to the FHRAI and HVS Hospitality Services. Table of Contents Foreword from the President, FHRAI............................................................................................................. 1 HVS Hospitality Services................................................................................................................................. 2 Synopsis and Key Highlights of the Survey................................................................................................... 4 Country Trends................................................................................................................................... 6 Key Highlights..................................................................................................................................... 8 City Trends....
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...The corporate social responsibility At TAJ HOTELS The Tata Group always believes that what comes from the society must in reasonable measure go back to it. * The Taj uses its competencies in areas such as food production, housekeeping and laundry to develop and train ‘raw’ people to enable their earning a livelihood. For example partnering with NGOs to train underprivileged women housewives in hospitality, self-grooming and housekeeping * The Taj, in association with ‘Paramparik Karigar’ identifies the artisans and craftsmen across India, in areas close in and around the location of the hotels and assigns projects to trainees who identify projects that the hotel can take forward. The project provides the trainees with exposure to the unique arts and crafts of India. It gives the trainees a unique opportunity to live within the community and broaden their own outlook. The project has a strong, long-term impact and creates a strong platform for volunteering Source: http://www.tajhotels.com/About-Taj/Careers/Corporate-Social-Responsibility.html The Silent Brew Masters @ CCD * As part of our social responsibility, a trust has been set up in the field of vocational training to empower the local population in the coffee growing region. * CCD employs over 50 speech and hearing impaired people at various outlets as part of their regular staff as a move towards equal employment. They are called 'Silent Brew Masters' and CCD has tied up with NGO 'Enable India'...
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...SINGAPORE HOTEL INDUSTRY ANALYSIS Prepared by: Nazia Husain Marketing 558: Marketing Across Cultures TABLE OF CONTENTS Contents EXECUTIVE SUMMARY 3 HISTORY 4 GOVERNMENT 6 CULTURE 6 Religion 6 Language 7 Economy of Singapore 8 Trade 9 Employment 10 ASEAN 10 MACRO-ECONOMIC REVIEW OF SINGAPORE 11 Economic Factors 11 Macro-environment factors and hotel industry 12 INDUSTRY ANALYSIS 14 Hotel Demand 15 Hotel Supply 16 COUNTRY CLUSTER ANALYSIS 17 Regional Analysis in the Hotel Industry 17 Singapore Industry Analysis 17 RevPAR 19 Singapore Hotel Association 20 Corporations Expanding Into the Region 22 CONCLUSIONS AND RECOMMENDATIONS: 23 Working culture differences between the US and Singapore 23 Expansion into Singapore 24 APPENDIX 26 EXECUTIVE SUMMARY The purpose of this research paper is to provide insights into the Singapore Hotel Industry. Through an analysis of economic indicators and the hotel industry in the region, along with a look at how the cultural characteristics of Singapore help illustrate many reasons why hotels should look to expand in Singapore. One of the many reasons why the hotel industry is of such importance in Singapore is its continuous growth and expansion of the services industry in the region. Although there is a slow growth of visitors projected in 2012 due to an uncertain economy, it is to the countries best advantage to increase the number of hotels being planned to open in the next...
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...Marketing Management Assignment Gap Model of Service Quality: The Taj Hotels Submitted by: Syndicate 6 Sneha Oswal (11020541127) Sunil Kumar(11020541131) Sudhir Bairwa (11020541128) Swapnil Gupta (11020541132) Supratim Sinha (11020541129) Swati Thakur (11020541133) Sumit Bhattacharya(11020541130) INTRODUCTION The Gap model provides an integrated framework for managing service quality and customer driven innovation. The hallmark of this model is its anchoring on the customer and integration of the customer throughout all gaps within the model. Every gap and every strategy is used to close the gaps in the model and meet or exceed the customer expectations. SERVAQUAL is the service quality framework. It has 5 dimensions: reliability, responsiveness, assurance, empathy and tangibles. SERVQUAL measures have been applied in and adapted to many industry settings. The 5 gaps are: •Gap 1 is the distance between what customers expect and what managers think they expect - Clearly survey research is a key way to narrow this gap. •Gap 2 is between management perception and the actual specification of the customer experience - Managers need to make sure the organization is defining the level of service they believe is needed. •Gap 3 is from the experience specification to the delivery of the experience - Managers need to audit the customer experience that their organization currently...
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...INTERNATIONAL STRATEGIC MANAGEMENT: Strategic management for hotel industry CANDY 10182133m Lecturer: Paula Tomsett I-Shou University Contents ABSTRACT 3 INTRODUCTION 4 RELEVANT THEORY 4 Strategic management 4 Globalization 5 IMPLICATIONS FOR INTERNATIONAL STRATEGIC MANAGEMENT 5 The cost of land ownership 6 Costs of funding the projects 6 Official procedure approval 6 Human resource matter 6 The speed of technology development 7 Infrustructure and security matters 7 Strong competitors 7 CONCLUSION 8 REFERENCES 9 ABSTRACT Hotel industry has been chaos period in recent years. What makes a firm differing from the others are well known brand, high standard products and services, as well as an unique strategic management to build short term and long term plans and strategies. In the process of strategic management, firms encounter a number of challenges. In order to compete rivals and get an competitive advantage, it is essential to issue the problems and find out possible and relevent solutions. Key words: hotel industry, strategic management, hospitality INTRODUCTION In recent years, global economy is facing a severe recession that affects almost aspects of business life. Hotel industry is also not an exception, typically Indian hotel industry. In order to grow and expand, hotel industry has to combat a number of challenges in human resources, land acquisition, technology deployment as a strategic tool and understanding the dynamics...
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...Introductions:-Hotel industry is where at any one time, people will be leaving the job on seeking employment or being needs change for a better work atmosphere. In other way around, the employers will be seeking new employees also. Mass consolidation has had an impact on cultural issues. Leadership teams now have a high focus on the evolution of the corporate culture with rigorous recruitment processes to ensure new employees fit the corporate ideal. The perceptions of hospitality industry work sit uncomfortably with notions of a knowledge economy. Tourism work has, historically, been calibrated in terms of its technical skills demands. This is most evident in the approach adopted by the International Labour Organization (1979) in their Taylorian breakdown of Hospitality work into individual, measurable micro-tasks that, in turn, can be re-built into a training curriculum and assessment instrument(Baum,1996). On the basis of this, hospitality, tourism and related service work has traditionally and widely been characterised as low skills (Shaw and Williams, 1994; Wood, 1997; Westwood, 2002) although this stereotype is challenged in the context of hospitality by a number of authors (Baum, 1996; Burns, 1997; Nickson et al., 2002; Baum, 2002, 2006b) on the basis that this represents both a technical and western-centric perception of work and skills. The Way Ahead:-The way ahead of developing Strategies for making a good working culture in the Hospitality Industry should be more focussed...
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