Distinguishing Characteristics for Hotel Industry (There are Egs. to explain the characteristics as expected by Sir) 1.

You donot obtain ownerships: a. You only enjoy the services of the hotel like Spa Services, Room Services, Conference Room, Bed, etc. You pay for them so you rent it, If you damage you need to reimburse it. 2. Services are ephemeral & Cannot be Inventoried a. Holiday Package include stay in these five star hotels which is given to you as complimentary if you are the member of the Club b. Discounted Rates offered by the Hotel during the Off Season Like During Monsoon in Goa 3. Intangible Elements a. View from the Room, Ambience, Smell, Sound, Room Service 4. Greater Involvements from Customers in Production Process a. Making the customers to feel the virtual Interface of the hotels view and the facilities online on the website. 5. Other People may form a part of product experience a. Featuring the Hotel in the Movie or TV Shows so that the customers are attracted to it. b. Film stars or Celebrities who go to a particular hotel would influence the customers 6. Greater Variability in operational Expenses a. Hiring well experience staff to serve the guests at the Hotels b. Maintaining the SOPs (Standard Operating Protocols) so that there is standardisation in the work culture or Consistency 7. Many Services are different for customers to evaluate a. 8. Time factor is more important- Speed may be key a. Dedicate the separate customers relationship & Grievance handling department which must work at optimum efficiency so that for any problem there is an immediate solution 9. Delivery systems may be electronic and Physical Channel

a. Developing an online system where a person can see which rooms are available and what is the view from the rooms(esp for Honeymoon Couples)