This document discusses various services provided in the hotel industry, including front office, food and beverage, guest relations, marketing, and maintenance. It also classifies different types of hotels based on factors like comfort level, budget, and star ratings. Finally, it outlines the key aspects of consumer behavior that influence customers in the hotel industry, such as environmental factors, personal characteristics, and the multi-step decision process of need recognition, information search, evaluation, purchase, and post-purchase behavior.

1. Services in Hotel Industry
Name Roll no Division
Priyanka Bhutani 11 1
Komal Batra 55 1
Jinal Jain 61 1

2. Services practiced in hotel industry
 Front office
 Food and beverage
 Guest relations
 Marketing
 Human resources
 Sales
 Maintenance
 Security and safety
 Quality and services
 Innovation

3. Classification of hotels
Comfort
Budget hotel
Business
hotel
Luxury hotel
Nature
Residential
Resort
Commercial
international
Floating
Standard and
control
Approved
unapproved

4. Star Rating
7 STARS
6 STARS
5 STAR DELUX
5 STAR
4 STAR
3 STAR
2 STAR
HERITAGE HOTELS

5. Hotel User
Domestic
Educationists
Sportsmen
Medical representatives
Trade representatives
Officials
Pilgrims
Students
Foreign
Film stars
Cultural representatives
Sportsmen
Educationists
Political representatives
Trade representatives
Pilgrims

6. Marketing mix
PHYSICAL
EVIDENCE
PROMOTION
PRODUCT
PEOPLE
PROCESS
PLACE
PRICE

7. Product
CORE
BASIC
EXPECTED
AUGMENTED
POTENTIAL

8. Price
PRICING STRATEGIES
Differential
pricing
Demand
based
Competition
based

9. Tactical Discounts
SEASONAL
DISCOUNTS
TRADE
DISCOUNTS
SPECIAL
DISCOUNTS

10. Place
Distribution Chain
0 level 1 level 2 level 3 level 4 level

11. Promotion
ADVERTISING
SALES PROMOTION
WORD OF MOUTH PROMOTION
PUBLICITYAND PUBLIC RELATIONS
PERSONAL SELLING

12. Consumer Behavior
 Consumer behaviour is influenced by numerous factors
 What, why, where, when and how
 Three major conditions:
 Environmental factors
 The buyer's factors
 The buyer's responses factors

13. Environmental Factors
•Demographic
•Cultural
•Geographic
•Economic
•Historic
•Legal
•Political
•Technological
•Competitive
Environmental
stimuli
• Company
• Customers
• Suppliers
• Intermediaries
• Public
Market Stimuli
• Product
• Price
• Place
• Promotion
• People
• Public
Market efforts

14. Buyer’s personal
characteristics
Buyer’s psychological
characteristics
 Nationality
 Ethnicity
 Religion
 Age
 Gender
 Life-cycle
 Occupation
 Economic life-style
 Personality
 Self concept
 Motivation
 Perception
 Learning
 Beliefs
 Attitudes

15. Need
recognition
Information
Search
Evaluating
alternatives
Purchase
decision
Post-
purchase
behaviour
Decision process