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ATITHI

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By-

SHIFALI

PRERNA

ANUSHREE

SURAJ G

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Hospitality refers to the process of receving

and entertaining a guest with goodwill.

In commercial context refers to the activity ofHotels, Restraunts Catering ,Inn, Resorts or

Clubs who make a vocation of treating tourists

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INDIAN Hospitality Industry has gained a level

of acceptance world over. With unlimited

tourism and untapped business prospects in

the coming year Indian Hospitality is seeinghigh development and growth.

Tourism in INDIA is not only growing

externally but internally too

The Hospitality Industry is a 3.5 trillion dollarService Sector within the global economy

Today This sector is one of the fastest

growing and expected to grow at the rate of

8% between 2010-16

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We are a part of GEETHA Group

A well established Kerala based businesshouse and now foraying in the field of

Hospitality through Allepy Resorts with the

vision of starting a nation spread Chain

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Service Quality is one of the elemental

characteristic feature that helps any service

provider retain their customers..A service provider cannot claim a

differentiated service until and unless the

customer understands the difference..

The process of transforming a service feature

that a customer expects to one that can

overwhelm him is a key to success to any

organization involved in providing services.

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Core BenefitThe core of a tourist resort is the element of rest

and peace that a customer receives from such

a place.Basic/Generic ProductThe basic product that is being offered is the

beds and couches , so that the customer canrest.Expected Product

A customer while visiting a resort expects to

have an atmosphere that is serene andpeaceful. In some cases they do expect food tobe provided.

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Augmented ProductTo enhance the experience that a customer

has with the resort certain services areprovided that will delight the customerlike customized and clean rooms, cozy bedsand couches, excellent room service,

variety of cuisines at the restaurant and aperformance by music bands, spafacilities

Potential ProductThis is the height of services that can create acustomer clang who will return to theresort with no second thoughts

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ProductOur product is a resort with exceptional service

aspects to serve the needs of tourists.who want

to take a break from their day to day fixtures. With product features that will leave a delighted

customer i.e. , customized rooms, performance byvarious music bands, folk dances and culturalevents of different states, palatable cuisines from

different parts of the country, 24*7 room service,spa etc..

PriceWe target upper middle class domestic tourists as

well as foreign tourists. So the price is not low but it varies from an

affordable price for a person earning somewherefrom 6.5 p.a onwards to very

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premium segment of customers.PlaceOur resort is situated at one of the most

spawned tourist spot in Kerala kovalambeach

A pure mix of cultural ethnicity and naturalglory. Just 20 minutes drive from the airport

; 40 minutes from the railway station.andclose to the city.Promotion

We have a tie up with the KTDC and travelagencies like Cox n Kings , Seeta Travels

And we are carrying out other promotionalactivities like signage's and ads

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Physical EvidenceOur resort provides a warm ambience for

our customerswith the serenity of thenearby ocean and a calm internalatmosphere with spas, 24*7 restaurant onthe rocks, ayurvedic therapys, soothing

music to the ears ProcessA well inter-connected computerized system,

a set up where a particular employee isallotted to a customer , from the momentthe customer checks in to the momenthe/she checks out.

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The employee is inclined to satisfy all the

needs of the customer within the resort

rules And during the customers checking out a

feedback is asked..and if the employee earns

a good remark then he/she will be aptlyrewarded.

The customer data remains with us

throughout even after years of his

departure.

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PeopleCompetenceSkills, Knowledge

CourtesyFriendliness, Respect

Credibility- TrustworthinessReliability- Accuracy, Consistency

Responsiveness- Quick response to queries

Communication- Clarity, Understandingthe consumer

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PeopleOur employees are our backbonefor they

provide the moment of truth for the customer.The employees act as the point of contact with

the customer.

We pride in the way we treat our

customersi.e., from picking up our customer

from either airport or railway stationsto the

time they depart, every customer remains as a

part of our familyand that feeling is providedby our employees

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And as mentioned before, according to the

feedback from the customer about his

experience with the resort and theemployee allotted to him, if an employee

earns good accoladesthen he is well

rewarded

The family members of the employees stay

with the employees at the resort itself.

If the employees need any financial

assistance they are first requested to

approach the resort management

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ServiceDifferentiation

Ordering

Ease Installation

Maintenance

and RepairCustomer

training

CustomerConsulting

Delivery

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Packages

-Wild life tour package

-Beaches in Kerala Tour Package

-Ayurveda Packages-Adventure Packages

Paragliding

Mountain BikingTracking and Camp

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Special feature

House Boats

Weekend Festival

(states of INDIA)

Food Festivals

(multi- cuisines)

Wedding Planners and Consultants

Live Bands performances

Traditional Art Performances

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Knowledge Gap

Consumer Expectation-Mgt Perception Gap

(eg: Multi- cuisine preference )Design Gap

Mgt Perception- Customer Specification

(eg: not able to reach quality standards)

Performance Gap

Service Quality Specification-Service Delivery

(eg: unavailability of room)

Communication GapService Delivery- External Communication

(eg: rooms as not shown in Adds)

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