Hotel,Restaurant & Lodging Segment

Prepared by: Group A Submitted To:

Angira Sapkota Narendra Shrestha

Rajkumar Adhikari (KIC MBA Coordinator)

Dhiraj Adhikari Under Purbanchal University

Romash Shrestha

Objective of Presentation

Meaning of Hotel, Restaurant & Lodging Segment

Possible Levels of Customer Expectations

Customer Service

To explore

Meaning of Hotel, Restaurant & Lodging Segment

A commercial establishment providing lodging, meals, and other guest services.

In general, to be called a hotel, an establishment must have a minimum of six letting bedrooms, at least three of which must have attached (unsuited) private bathroom facilities.

Although hotels are classified into 'Star' categories (1-Star to 5-Star), there is no standard method of assigning these ratings, and compliance with customary requirements is voluntary.

What is meaning of hotel?

A 1-Star hotel provides a limited range of amenities and services, but adheres to a high standard of facility-wide cleanliness.

A 2-Star hotel provides good accommodation and better equipped bedrooms, each with a telephone and attached private bathroom.

A 3-Star hotel has more spacious rooms and adds high-class decorations and furnishings and color TV. It also offers one or more bars or lounges.

A 4-Star hotel is much more comfortable and larger, and provides excellent cuisine , room service, and other amenities.

A 5-Star hotel offers most luxurious premises widest range of guest services, as well as swimming pool and sport and exercise facilities

Criteria For For Good Hotel are:

Restaurant is a business which prepares and serves food and drinks to customers in exchange for money, either paid before the meal, after the meal, or with an open account. Meals are generally served and eaten on premises, but many restaurants also offer take-out and food delivery services. Restaurants vary greatly in appearance and offerings, including a wide variety of the main chef's cuisines and service models.

What is Meaning of Restaurant ?

Lodging is a type of residential accommodation. People who

travel and stay away from home for more than a day need lodging for sleep, rest, safety, shelter from cold temperatures or rain, storage of luggage and access to common household functions .Lodgings may be self-catering, in which case no food is provided, but cooking facilities are available.

What is Meaning of Lodging?

Improve customer service

Yield management

Add new revenue sources

Brand the restaurant

Lease out food service

Renovate and upgrade

Try a new marketing approach

Enhance your technology

Revenue-Generating Strategies for Hotels Business, Restaurant & Loding segment

Possible Levels of Customer Expectations

Possible Levels of Customer Expectations

Customer Service

Measuring service quality:

ServiceQuality

ServiceQuality

ReliabilityReliability

ResponsivenessResponsiveness

AssuranceAssurance

EmpathyEmpathy

TangiblesTangibles

� Providing service as promised

� Dependability in handling customers’ service problems

� Performing services right the first time

� Providing services at the promised time

� Maintaining error-free records

RELIABILITY� Giving customers individual

attention� Employees who deal with

customers in a caring fashion� Having the customer’s best

interest at heart� Employees who understand

the needs of their customers� Convenient business hours

EMPATHY

The Five Dimensions of Service Quality in Hotel Business, Restaurant & Lodging Segment

RESPONSIVENESS

� Keeping customers informed as to when services will be performed

� Prompt service to customers� Willingness to help customers� Readiness to respond to

customers’ requests

TANGIBLES

� Modern equipment� Visually appealing facilities� Employees who have a neat,

professional appearance� Visually appealing materials

associated with the service

ASSURANCE� Employees who instill confidence in customers� Making customers feel safe in their transactions� Employees who are consistently courteous� Employees who have the knowledge to answer customer

questions

Getting Customer Feedback.

Follow up with customers after service.

Offer usability tests.

Monitor your social media presence.

Incentivize the feedback process.

Use analytics data for online business.

Outsource your feedback needs to a competent third party.

Show customers that their feedback matters.

The different set to measure Customer Satisfaction :

Finally, The Hotel, Restaurant & Lodging Industry have high chances to earn profit if they focus on Service, Quality & Customer Expectation.

The Core motto of Service industry is to Satisfy their Customers Need.