tours and travels (ssm)
DESCRIPTION
this ppt will giv u a overall view of Service sector managementTRANSCRIPT
SERVICE SECTOR MANAGEMENT
APARNA JAIN
PRESENTED BY
Pratiksha Bonila Yash Chheda Prafull Chorge Palak Doshi Chainika Gala Hardik Gohil Darshan Hazare Deepak Jain Payal Mehta
152223323642495274
INTRODUCTION TO TOURISM
One of the most profitable industries in India.
The largest service industry, with a contribution of 6.23% to the national GDP and 8.78% of the total employment in India.
10.8 million Indians travel abroad. Growth rate of 10-12%.
SOTC – AN OVERVIEW
SOTC is India's Leading Tour operator SOTC is KUONI India's key outbound travel
brand. SOTC, India’s largest outbound tour operator
was acquired by KUONI Travels - World's leading premium Tour Operator in the year 1996 and is a leader in all segments.
SOTC has been voted "Best Outbound Tour Operator" five times in a row by the Galileo Express Travel & Tourism Awards Committee.
SERVICES OF SOTC
Planning, organization and equipping of location area
Contracting and negotiation of services Organization of pre and post tour
programs. Transportation - meet and greet services
during all arrivals Security Visa application services, etc
P’S OF MARKETING MIX
Productivity and quality
Positioning and
perception
Planning
1. PRICE
Cost Plus Pricing
Competitive Pricing
Perceived Value Pricing
2. PLACE 347 offices in India. Internet.
3. PROMOTION Advertising. Public relations. Personal selling. Sales promotion.
4. PEOPLE An essential
ingredient Exhaustive training is
provided. 2900 employees. Includes travel agents.
Tour operators ,etc .
5. PROCESS
Reaching the customer
Explaining the details
Negotiating the terms
Completion of customer
formalities
Reservations as per the
needs
Itinerary arrangements
Journey to destination
Walking the talk
Return journey
6. PHYSICAL EVIDENCE
Making judgment on accommodation, travel facilities, executives’ behavior, etc.
7. PRODUCTIVITY AND QUALITY
8. POSITIONING AND PERCEPTION In marketing, positioning has come to mean the process
by which marketers try to create an image or identity in the minds of their target market for its product, brand, or organization. In travel & tourism industry a company builds its image in the market with regards to their services and the packages they provide.
9. PLANNING
1) Define goals and objectives
2) Identify the tourist system
3) Generate alternatives
4) Evaluate alternatives
5) Select and implement
6) Monitor and evaluate
4 PILLARS OF SOTC
Transportation. Customer. Hotel industry. Government.
PILLARS
Transportation
Customer
Hotels
Government
SWOT ANALYSIS
STRENGTHS India’s largest outbound tour operator. Offices in all major cities of India. Tie-ups with other tour operators and travel agents
across India. Internet booking of tickets and packages.
WEAKNESS Lack of corporate offices and small cities across the
nation. Feedback system available only for namesake. Ineffective customer services. No proper marketing of India's tourism abroad.
OPPORTUNITIES More proactive role from the government of India
in terms of framing policies. Allowing entry of more multinational companies
into the country giving us a global perspective. Growth of domestic tourism.THREATS Economic conditions and political turmoil in other
conditions. Political turbulence within India in Kashmir and
Gujarat. Aggressive strategies adopted by other countries.
BALANCE BETWEEN DEMAND AND SUPPLY
Cross training employees Modify or move facilities and equipments Schedule down time during low demand Partitioning the demand Developing complementary service Advertising and sales promotion
RATER ANALYSIS
Reliability Assurance Tangibles Empathy Responsiveness
Reliability Assurance
Tangibles Empathy
Responsiveness
GAP ANALYSIS
Knowledge gap Standards gap Delivery gap Internal communication gap Perception gap Interpretation gap Service gap
HOW TO OVERCOME GAP ANALYSIS ???
Learn what customer expects. Establish the right quality standards Ensure that performance meets
standards Ensure that delivery matches promises.
SERVICE RECOVERY
We are sorry. Fix the problem. Show your concern. Do something extra.
COMPLAINT HANDLING
a) Adopt a positive attitude
b) Reassure the customer
c) Establish the empathy
d) Identify the problem and the cause
e) Guide the customer
f) Communicate the steps to follow
g) Solve the problem
h) Inform the customer about the same
i) Monitor the final satisfaction