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´ (By Mahatma Gandhi) . He is not an outsider.He is not an interruption to our work but the purpose of it. he is a part of it. he is doing us a favor by giving us an opportunity to serve him." ³Customer is the most important person for a business . We are not doing him a favor .

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y Its all about TECHNOLOGY«.CRM-Philosophy of putting customers at the heart of hotel industry y Manages the most valuable customer relationship. . y Generates incremental revenue opportunities.

g-kimpton hotel group. y Improve guest satisfaction y Build guest loyalty y Installed in over 700 hotels and resorts.þ R-he most powerful software for operating hotels and resorts y !esigned specifically for logistic company. e.hyaat hotel.star woods etc .

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 y Has a broader focus of not only serving the customer but also creating the customer and retaining him for measurable and substantial returns. y  .

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y It helps to focus the efforts and available resources into one direction which is most profitable and out-base mining helps to eliminate the non-profitable customers and hence reduces the costs and enhances the profits. develop & assess the performance of targeted marketing campaigns. analyze their buying habits. y The systems analysis tools allow users to profile their most profitable customers. .fter Capturing Data from Various Vehicles y sing the Database For y mroduct and service improvement y !eveloping special promotions y Employing direct mail to promote campaigns . y Database mining y It is the process to distill the target customers groups out of the massive data files typically found in hospitality operations.

to impress customers and to turn complaining customers into loyal ones. tend to be more loyal to the company than the people who were satisfied in the first place. A World-Class companies see complaints as opportunities to improve.Ä Relationship Marketing  A ³knowing the customer and using that information to bond with them. .´ Ä Complaint Handling  A may attention to complaints A Those people who do complaint and have their problem taken care of. What is important to one customer however. Ä Priority Marketing  ocuses on what¶s important to the customer. may not be as important to another.

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y Conversation may not be necessarily related to his stay at the hotel but these informal conversations with the guest can help build an excellent rapport with the guest which will lead the guest to know the employee by the name. y The first step is to create awareness among them towards the concept. y Equip the Staff by providing training. . y At Maurya. they are trained to learn more about the guest and his background . advantages and disadvantages of the function.

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y The hotel has 35. . y ield selling. Loyalty programs. Reservation systems.000 members in its database. y ITC Maurya regard this management of their database as an asset because it enables a superior customer understanding. Web & Call centers are the major sources of database development.

WIILS Lifestyle 5. Kitchens of India 6. Exotic Holidays 2. luxury cruises. ine !ining 4. from free holidays and fine dining options to free flights. 1. life style products and more. Travel mriviledges 3. Hidesign gift vouchers 7. ly ree aster .O  Ähe world of exclusive rewards  WelcomAward Stars can be redeemed for a choice of exciting rewards.