PowerPoint Presentation

Presented by:Chhaya Arrawatia (07)Devika Bharadwaj (09)Priya Jain (17)Miheer Khandeparkar (21)Parveen Shabnam (39)Veda Shah (43)Services Retailing: Hospitality INDUSTRYBeginnings and EvolutionANCIENT INDIAGuesthouses

Beginnings and EvolutionAFTER COLONIALISATIONMostly private entrepreneur owned, not by companies

Beginnings and EvolutionAFTER COLONIALISATIONImportant hotels of that period:The Taj Mahal Hotel, BombayThe Grand, CalcuttaThe Savoy, Mussourie

Beginnings and EvolutionPOST INDEPENDENCEGovernment recognised importance of tourism for the economyCompanies, such as Oberoi, adopted franchising practices, introducing international chains

Beginnings and EvolutionTODAYBoth Indian as well as foreign brands have significant presence in the marketSome of the brands present in India are:

Key Statistics: Indian Hotel IndustryAS OF OCTOBER 2013:Market Size: $117.7 billionFDI Inflows (since 2000): $6754.9 millionTotal number of rooms: Over 200,000Average Occupancy: Over 80%Growth in Foreign Tourist Arrivals: 12% (Compared to projected figure of 5-6% for the world)

References:http://sluphconsultant.com/?p=86http://www.ibef.org/industry/tourism-hospitality-india.aspx

Trends (in India)Greater focus on budget hotelsIncrease in medical tourismShifting attention to Tier II and III citiesSpurt of International brandsInnovative Operating ModelsReferences:http://www.researchandmarkets.com/reports/1948962/

TakeawaysCosts must be controlled while providing best-in-class serviceServices offered must be tailored to clienteleServices must differentiate

Key Trends in the Hotel Industry & TakeawaysServicesSERVICES OFFERED BY HOTELSPrimaryAccommodationDiningHousekeeping

Value AddingBusiness CentreParkingConciergeForexSpaOthers

Worth Rs.75000 crores, with growth rate of 7% annuallyMore than 1.5 million outlets (restaurants)Organised: 14%Organised sector growth: 16% annually

Segments of the restaurant industry:Quick Service Restaurants

About the Indian Restaurant Industry

Worth Rs.75000 crores, with growth rate of 7% annuallyMore than 1.5 million outlets (restaurants)Organised: 14%Organised sector growth: 16% annually

Segments of the restaurant industry:Casual Dining Restaurants

About the Indian Restaurant Industry

Worth Rs.75000 crores, with growth rate of 7% annuallyMore than 1.5 million outlets (restaurants)Organised: 14%Organised sector growth: 16% annually

Segments of the restaurant industry:Cafes

About the Indian Restaurant Industry

Worth Rs.75000 crores, with growth rate of 7% annuallyMore than 1.5 million outlets (restaurants)Organised: 14%Organised sector growth: 16% annually

Segments of the restaurant industry:Fine Dining Restaurants

About the Indian Restaurant Industry

Worth Rs.75000 crores, with growth rate of 7% annuallyMore than 1.5 million outlets (restaurants)Organised: 14%Organised sector growth: 16% annually

Segments of the restaurant industry:Pubs, Bars, Clubs, Lounges

About the Indian Restaurant Industry

Trends (in India)Willingness to experiment with various cuisinesAtmosphere as important as food qualityDemand for qualityCreativity with preparation and presentationReferences:http://businesstoday.intoday.in/story/food-and-dining-trends-2012-restaurateurs-to-experiment/1/20952.htmlTakeawaysCompanies must entertain the diner, as well as provide good foodFood quality and variety must be stressedChefs, stewards and other staff must be highly trained

Key Trends in the Restaurant Industry & TakeawaysServicesSERVICES OFFERED BY RESTAURANTSPrimaryDiningBar

Value AddingHome DeliveryBanquetsConferences

Case StudySELECTED COMPANY

American doughnut company and coffeehouse chain16 stores in India, only in the Northern regionCompetition: Starbucks, Krispy KremeProduct types:Hot beveragesIced BeveragesFrozen BeveragesBaked GoodsSandwiches

About Dunkin Donuts

ServicesSERVICES OFFERED BY DUNKIN DONUTSPhysical (Store)Food and Beverage (QSR)Parking

OnlineCoffee/Home Brewing TipsNutrition CatalogHealthier OptionsDDSMARTOnline ShoppingDD Card

Print Ads: Pricing

Print Ads: Nutrition

Print Ads: Popularity

Print Ads: Freshness/Energy

TVCsCommercials

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TakeawaysNo inclination to show a premium natureA down-to-earth, All-American brandFocus instead on the normal everyday for its consumersWorkUsing the trainSpending time with family

PromotionsPromotional Campaigns

Easy Bake Oven

PromotionsPromotional Campaigns

Joe Dunkin

PromotionsPromotional Campaigns

Create DunkinsNext Donut

PromotionsPromotional Campaigns

Movie and Sports TeamSponsorships

PromotionsPromotional Campaigns

Online

FacebookYoutubeBlogCoffee for the average person, for the suburban audience

Started with donuts; hence more variety in baked goods

Gives a no-frills experience, where customer movement is much faster

Lesser consistency in qualityPremium positioning, for the metropolitan audience

Started with coffee; hence more variety in coffees and beverages

Gives a cosy caf atmosphere, where customers spend more time, with free WiFi

Greater consistency in qualityCompetition

Industry ImpactCompany Facts

Largest coffee and baked goods chain (sells more coffee than Starbucks)Sells 1.7 billion cups of coffee globally, every yearOn average, sells more than 30 cups of coffee every second2008 revenue: $5.5 billion

About Dunkin Donuts in India

RecommendationsConsumer Opinions

Takeaways

Maintain variety of coffeeCustomise foods and beverages to Indian palate

RecommendationsConsumer Opinions

Takeaways

Improve quality of coffeeConsider improving presentation of foods and beverages