INTRODUCTION
HOTEL — THE CONCEPT
MOTEL — THE CONCEPT
HOTEL AND ITS TYPOLOGY
HOTEL MARKETING — THE CONCEPT
MARKETING VS SELLING THE HOTEL
SERVICES
MARKETING POLICY
USERS OF HOTEL INDUSTRY
MARKET SEGMENTATION FOR HOTEL
PRODUCT PLANNING AND DEVELOPMENT
UNIQUE CHARACTERISTICS
FORMULATION OF MARKETING MIX FOR
HOTELS ORGANISATIONS
SERVICE TRIANGLE OF HOTEL & CATERING
INDUSTRY
TOTAL PRODUCT CONCEPT
LEISURE SERVICES
INTRODUCTION
LEISURE MARKETING — A CONCEPTUAL
FRAMEWORK
UNIQUE CHARACTERISTICS
THE FORMULATION OF MARKETING MIX
TOTAL PRODUCT CONCEPT
UNIQUE CHARACTERISTICS OF SERVICES
INTANGIBILITY:
Intangible means that which cannot be seen or touched. Intangible
services are difficult to sell because they cannot be produced and displayed
ahead of time. They are therefore harder to communicate to prospective
customers.
Apart from food & beverages provided by the hotels, all other
offerings such as accommodation, catering etc are intangible & are
experience-oriented, thus its difficult to convince the customer about the
quality of these offerings.
Ex: Centaur hotel overcomes this factor through its logo – The Centaur (a
mythical creature who is half man & half horse), with a bow & arrow,
signifying speed & focus.
McDonalds uses Ronald, the clown to attract children.
INSEPARABILITY:
This characteristic is interpreted differently by different service
marketing marketers, but all interpretations point out that special operations
problems exist for the firm's managers. One interpretation of this term is the
inseparability of customers from the service delivery process. In particular,
many services require the participation of the customer in the production
process.
VARIABILITY :
The fact that service quality is difficult to control compounds the
marketer's task. Intangibility alone would not be such a problem in
customers could be sure that the services they were to receive would be just
like the successful experiences their neighbors were so pleased with. But in
fact, customers know that services can vary greatly. Even the same service
provider has good days and bad days or may be less focused at different
times of day. Services are performances, often involving the cooperation and
skill of several individuals, and are therefore unlikely to be same every time.
This potential variability of service quality raises the risk faced by the
consumer.
In the hotel industry, different front-line personnel have different
abilities. The variability of hotel and catering services would differ because of
the distinct skills and behavior of the various personnel serving the
customers.
The service provider must find ways to reduce the perceived risk due
to variability. One method is to design services to be as uniform as possible -
by training personnel to follow closely defined procedures, or by automating
as many aspects of the services as possible. A second way to deal with
perceived risk from variability is to provide satisfaction guarantees or other
assurances that the customer will not be stuck with a bad result.
Ex : Coin operated soft drink machines which saves the time of the
consumer. There is no scope for variations in the service level.
PERISHABILITY:
The fourth characteristic distinguishing services from goods is their
time dependence. Services cannot be inventoried, since they are performed
in real time. And time periods during which service delivery capacity sits idle
represent revenue-earning potential that is lost forever. Periods of peak
demand cannot be prepared for in advance by producing and storing
services, nor can they be made up for after the fact. A service opportunity
occurs at a point in time, and when it is gone, it is gone forever. This can
present great difficulty in facilities planning.
In the hotel industry, the accommodation provided can get perished if
not booked or occupied on time.
The service providers must developed alternative, counter seasonal
service products to use slack capacity, although that has long been a
common practice by goods marketers. Many service providers also control
demand by requiring appointments. Some service firms keep on call frontline
personnel who can arrive on short notice to meet the surges in demand, or
cross train support personnel to assist with customer service during busy
periods. The service providers must overmarket their services to avoid the
perishability factor.
Ex : Hotels in Goa have less occupancy during monsoon.
The term marketing mix is the combination of what market offers and
studies which help in identifying the actual point where marketing action can
be taken to improve the acceptability of hotel product and stimulate demand.
A modern hotel is a major establishment, a sophisticated job manned by
trained personnel from hotel schools, an institution of commercial hospitality
and a building or an institution where guests expect refined behaviour,
excellent services and personal attention. This draws our attention on the
combination of sub-mixes in the hotel industry. With the viewpoint of
marketing a hotel product, the combination of different sub-mixes is found
significant. The combination of core and peripheral services, the creative
promotional decisions, the pricing strategies helping hotels in maintaining the
commercial viability, the efficient hotel personnel instrumental in minimising
the gap between the services-promised and services-offered, the education
and training programme for the development of hotel personnel efficacious in
enriching their excellence as high performers are important decision making
areas which gravitate our attention on the formulation of a sound mix for the
hotel industry. It is against this background that we go through the different
sub-mixes of the marketing mix;
PRODUCT MIX
In any organisation, we find product the focal point. The hotel services
also require a fair combination of core and peripheral services. It is right to
mention that in almost all the hotels of same category by and large the core
services are found identical and therefore the peripheral services divert a
close attention where the hotel personnel need professional excellence. More
innovative the peripheral services, more attractions we add to our product
mix. This makes it essential that hotels and hotel companies assign due
weightage to the formulation of an optimal product mix in which peripheral
services prove to be a point of attraction.
While formulating the product mix for the hotel services, it is essential
that catering management, restaurant and cafeteria management,
management of bedrooms, management of convention halls are given due
weightage. The boarding services are considered to be an important part of
product mix. In addition, the lodging services also become significant. Here it
is essential that facilities like light, water, electricity, ventilation,
entertainment, sanitation arrangement of bed etc. are available to the
guests. While formulating the product mix, the hotel organisations are
required to make possible a fair mix of core and peripheral services.
We can't deny the fact that as and when we talk about the services of
hotel industry, our focus is on the tourism industry because from there we
get profitable business. In addition, the industries and their executives also
divert our attention since they help us substantially in getting the business.
We can't devalue the instrumentality of educational institutions and business
houses in getting business for our convention halls. These facts make it clear
that while formulating product strategy, it is pertinent that the hotel
professionals keep in their minds the users of services and their
characteristics.
PROMOTION MIX
The broadcast media can also be used for advertising the hotel
services but if we make a comparative analysis of this media with others, the
effects are found of low intensity. The hotel professionals are supposed to
select a suitable time for transmission when a majority of the target audience
are supposed to be close to the radio set. We find a particular season during
which the pilgrims prefer to visit the sacred places and the hotels located in
that catchment area need to advertise on sensitive hours. The messages,
themes need rural orientation in the very context. It is essential that the
advertising professionals are well aware of the nature and requirements of
target audience.
In the public relations, the activities range from a press release to'
newspapers and magazines, specially to create the interest of prospects in a
holiday package in a good resort of a country. The holiday package tours and
trips on familiarity with a tour spot, organised by tour operators for the travel
agents help them in enriching their knowledge and making the travelling
decisions.
There are a number of media sources available for publicity.
Illustration, copy and the spoken word are the primary publicity to media
which are grouped into the following heads:
• Printed Publicity
• Advertising Publicity
• Projected Publicity
• Structural Publicity .
• Personal Publicity
Thus it is right to say that public relations activities occupy a
significant place in the promotion mix of hotel companies. In thy hotel
companies, the tour operators, travel agents explore opportunities for
educating the masses You spend nominal amount but get big coverage which
help you substantially, if not at present of course in future.
Sales Promotion : In almost all the organisations, we feel the need of
offering incentives for promoting the business. Like other organisations, the
hotels and hotel companies also offer incentives to the users vis-a-vis to the
personnel and organizations evincing interest in promoting the business. We
consider sales promotion a temporary device to increase the business with
certain objectives. It is a short term activity seeking to boost sales during
peak demand periods to make it sure that the firm obtains its market share
and helps launch a new product or support an ailing or modified services.
These facts make it clear that sales promotion is complementary to
advertising. Sales promotion and advertising objectives do not conflict but
reinforce one another.
This tool of promotion is designed to appeal particularly to those
customers who are found sensitive to price. It is quite natural that the tools
of sales promotion attract buyers even having little brand loyalty. It is
against this background that the promotional measures are found more
effective where brand loyalty is a feature, such as certain cruise makers are
holiday package operators but here it is essential that efforts are aimed at
present clientele to attract more business from the existing market instead of
trying to encourage brand-switching and targeting new clients- This is not to
be a case of value-addition to the business of tour operators and the travel
agents. In the hotel business, we find perishability a risk and this factor is
also given due weightage while offering off-season accommodation at low
price tags.
The following tools of sales promotion are used for all the three heads
instrumental in promoting the hotel business.
2. Folder: We find folder the most commonly used sales promotion tool. In
this respect, it is essential that folders have an impressive appearance in
totality. The particulars are required to be in brief but clear. The hotels can
use folders for promoting the business.
6. Direct Mail Materials: The sales letters are found to be a direct mail
material which can either be used alone or in combination with brochures and
folders.
9. Special Officer: We also find a provision for special offer for all, such as
users, travel agents, tour operators, hotel personnel. The aforesaid tools of
sales promotion help hotels and hotel companies in increasing the business.
Telemarketing : We can't negate the fact that even in the hotel industry,
the telemarketing can play an incremental role. It is against this background
that we talk about the instrumentality of telemarketing in promoting the
hotel business. We accept the fact that the instrumentality of telemarketing
is substantially influenced by the skill of telemarketers vis-a-vis the
instruments used in the process. A person with high communicative ability is
to perform as a telemarketer who bears the responsibility of answering to the
questions and queries of customers, prospects regarding the business
transactions. In the hotel industry, the telemarketing can be helpful in
promoting the business since the tour operators, transport operators, travel
agents and the users develop a number of confusions and misunderstanding
about booking, confirmation, cancellation, availability of package tour, a
change in the hotel tariff or so. We are well aware of the fact that hotel is a
multi-segment industry in which a number of industries are found involved in
the process. The transport operators, the tour operators, the travel agents,
the users need multi-dimensional informations regarding the new provisions.
If they have misunderstanding or they are confused, it is pertinent that the
telemarketers remove their misunderstanding by answering to their
questions suitably. It is in this context that we find telemarketers very much
instrumental in activating the business transactions.
PRICE MIX
Like other organisations, the hotels and hotel companies also need to
make pricing decisions. It is in this context that we go through the problem
of pricing in the hotel industry.The existence and prosperity of hotels and
hotel companies are substantially influenced by the quality of pricing
decisions. Of late, we find world-wide economic depression and the trend is
not likely to be reversed in the near future.
The pricing decisions are beset with many problems. No doubt in it
that fixing the hotel tariffs is just like pricing other goods and services. At the
same time, it la also right to mention that the hotel professionals need more
excellence while fixing the hotel tariffs since the services are found of
perishable nature. In addition, the seasonal fluctuation in demand and
increasing intensity of competition also complicate the task of professionals.
They need world class excellence while making strategical and tactical pricing
decisions- It is in this context that we go through the problem of price mix.
Managing relatively volatile demand around a relatively fixed capacity of
highly perishable product supply is identified as one of the principal
characteristics of the hotel business. There are four elements in the strategic
marketing response which accommodation supplier-, make to their external
business environment, such as planning the most profitable business mix of
segments and products, deciding the position or image which each
accommodation unit or chain of units should occupy, encouraging and
rewarding frequent users of the services and developing marketing
integration between units in common ownership (chains) or units in
individual ownership (voluntary co-operatives). Strategic decisions are
expected to generate a profitable mix of bookings and room-occupancy
through the production and distribution of appropriately priced distinctive
products which match the needs and requirements of identified segments.
We accept the fact that pricing menus and drinks in hotel food and
beverage areas to obtain maximum sales and profits is a very complex
subject. While formulating the pricing strategy, the hotel professionals are
required to take into account a number of factors, specially the diverse
nature and character of dishes, involvement of costs and spending power of
the customers. We also need to consider the economic criteria, target
average spends, target covers per meal period, current menu and drink
prices. Pricing decisions are found important in both strategic and tactical
sense. In the tactical sense, it plays an outstanding role. This is due to the
inseparability and perishability of the hotel products. This is also due to the
inability of the service engineering organisations to carry over unsold stocks
as a buffer to cope with future demand as found in the goods manufacturing
organisations. Also known as price deregulation, tactical pricing is found
instrumental in promoting the hotel business. Experiences show that in the
hotel industry, it is found to be a major selling tool. There are a number of
ways for practising and benefiting from this tool:
We can't deny the fact that pricing food and beverage is much more
complicated. In a majority of the hotels, there are three or four types of
rooms but so far as the menus are concerned we can have dozen of dishes.
There are some of the important points to be considered in the process:
• Do you find that your guests are eating in the hotel restaurant or coffee
shop where the competitive restaurants are very close to the hotel. Generally
a proportion do eat in but a significant proportion go out.
• Where a hotel has two or more restaurants, they compete with each other
and help splitting the market down the middle rather than offering a true
price.
• The business in the function room.
Pricing for Function Restaurants can get more business because the
food, services or atmosphere is unique or just a little better than the
competitors. But this aspect is found more complicated for function room
services. Most of the functions are fairly routined which makes it difficult to
produce a gastronomic experience. Some guests are found extremely
sensitive to price and for them the reduced rate would normally be stimulant.
Yet the reduction in rate must be done carefully because we also find users
considering high pricing a status symbol. We can't negate the fact that the
pricing policy affordable to the guests and remunerative to the establishment
is found to be a rational policy sub-serving the interests of all.
PLACE MIX
PROCESS MIX
Physical Evidence
Hotel Owners/Admn
HQ.
External Marketing
Internal Marketing (Making promises)
(Enabling promises)
Employees/Waiters/ Consumers
Managers
Interactive Mktg.
(Keeping promises)
According to the Product-Service Continuum –
“Hotel & Catering is a mix of Goods & Services”
LEISURE SERVICES
INTRODUCTION
Intangibility:
Nobody can be induced into experiencing any leisure activities; it has
to be impulse in nature. Thus leisure is purely experience oriented and so
there is a lot of intangibility factor in it. Since leisure marketing requires a lot
of conceptualization of products, it is very difficult to convince the customers.
Ex: Essel World publicizes its services (amusing rides) through ads,
brouchers etc.
Inseparability:
Unlike goods, which are often produced in a location far removed from
the customer and totally under the control of the manufacturing firm, service
production often requires the presence and active participation of the
customer - and of other customers. Depending upon the attitude, frame of
mind, cooperation and so on that customers bring to the service encounter,
the results can be good or bad, but in any event are hard to standardize.
Ex: Online games & magazines are a very good example that can be used to
overcome this problem.
Variability:
The variability factor is found in leisure providing activities like
dramas, stage shows and other live performances that are repeated.
Ex: Performer in a theatre play will have slight variations in his performance
over a week. The variability in this case can be reduced by constant practice.
Perishability:
Like hotel industry, the leisure industry also has the perishability factor
involved in it. The following example signifies the importance of overcoming
the perishability factor in the leisure industry:
Ex: In cinema halls and theaters, if the theatre is not full .i.e. if all the seats
are not occupied the service provider loses the opportunity cost of those
empty seats.
Product Mix:
In the entertainment services, the products are entertainment
programmes made available to the viewers. The entertainment organisations
offer different types of services to the different categories of users.
In view of the above, it is right to mention that the product mix of the
entertainment organisations is required to be made competitive so that the
world class services get a profitable market. We are not opposed to
entertainment but they need to perceive the right perception of
entertainment. They bear the responsibility of entertaining the masses and
therefore they should entertain by presenting items which on the one hand
refresh them while on the other hand also provide to them an opportunity to
learn something positive. Of course they need to produce the services selling
more for generating profits and maintaining commercial viability but just for
making more profits they are not supposed to derail the society, misguide
the teens, promote sex and violence and invite and welcome the values
making an invasion on the Indian culture, distorting social relationships or
so. It is in this context that the entertainment organisations need a new
prescription for the formulation of a sound product mix which refreshes
viewers and develop their faculties.
Promotion Mix
Word-of-mouth Promotion:
The audience satisfied with the quality of entertainment program
communicate their positive or negative feelings to their friends and relatives
that they are satisfied with your services, they advocate in your favour and a
positive remark helps in promoting the business because all of them prefer to
watch the same as and when they get an opportunity. It is against this
ground that we find this constituent of the promotion mix playing a positive
provided the quality of programme is superior.
Telemarketing:
ln addition to other components of the promotion mix, find
telemarketing emerging as an important constituent of promotion. With the
development of sophisticated communication technologies, we find enough
for promoting through telephones and televisions. This dimension of
promotion requires the involvement of a successful telemarketer who should
have high communicative ability to receive and transmit the messages
related to the queries the prospects or the users- Any confusion or
misunderstanding in the minds prospects is required to be removed by the
telemarketers. But it is essential the entertainment organisations make
available sophisticated telephonic instruments to the telemarketers who bear
the responsibility of influencing and impressing upon the users.
Price Mix
Place Mix
People Mix
Technologies, no doubt, play an important role in improving the quality
of goods or services produced and generated by an organisation but
ultimately it is the quality of human resources that plays a decisive role. It is
right to mention that with the help of sophisticated communication
technologies the entertainment organisations have been successful in
improving the quality of their services but failing the world class personnel
working as characters or serving as distributors they would hardly be
successful in accomplishing the organizational goals. It is against this
background that we need to assign due weightage to the people mix of an
organisation.
Process Mix
The flow and progress of the production process is more important for
services than it is for goods. The importance of the process is true even for
less 'sensual" experiences. A customer who applies for a loan at a bank
evaluates the purchase not only by the amount of the loan received and the
interest rate paid. The speed and sensitivity of the approval process, the
interaction with the bank officers, the accuracy of bank statements and the
ease of getting redress if mistakes are found all affect the person's attitudes
about doing further business with the bank and his or her willingness to
recommend it to others.
Physical Evidence
Cinema Halls:
CS – Movies/Films
FS – Hall, Chairs, Fans, Good Sound system, Canteen Facility.
AS – A/c, Dolby Surround Sound, Stereo.
T.V:
CS – Providing Educational and/or Informational Programmes
FS – Good Reception, Digital quality, Good Programmes.
AS – Contests, Request Shows etc.
Radio:
CS– Providing Edutainment Programmes
FS– Regular Updates, Hourly News, Good Programmes, Clarity in
reception.
AS – Good RJ’s, Requests, Contests etc.
Cyber Cafes:
CS – Providing Internet/Surfing Services
FS – Good Bandwidth(Speed), Good PC’s & A/C.
AS – Membership Schemes, Music, Goodies (Free Drinks/Chocolates),
Personal Cabins, Refreshments, Other
merchandise.
Library:
CS – Providing Entertaining & Informative & Wide Range of Books
FS – Good Infrastructure, Reading Hall, Membership Schemes.
AS – CD-ROMs with books (for reference), A/C halls, PC’s for searching
purposes.
Theme/Water Parks:
CS – Providing Amusing & Entertaining Rides.
FS –Functional Rides, Safety Precautions/Measures, Changing Rooms,
Refreshments.
AS – Green Environment, Provision of Costumes.
Resorts:
CS – Provide a peaceful environment for relaxation.
FS – Good food, Good recreational facilities, Accommodation.
AS – Transport facility, Discotheques, Free Sight-seeing facilities by
the provider/resort company.
Discotheques/Pubs:
CS – Providing dancing space & good music.
FS – Good DJ’s, Light effects, Drinks, Sitting space.
AS – Free drinks, Famous DJ’s & Celebrities, Other free promo offers.
Video Games:
CS – Providing games.
FS - Variety of games, Good machines, Good parlour environment.
AS – Free trial games, Gift coupons, Refreshments.