Marketing of Hilton New Delhi Janakpuri Hotel - Case Study Example

The Hilton New Delhi Janakpuri Hotel Analysis Table of Contents Table of Contents 2 Table of Contents 1 This refers to the environment where the company delivers its products as well as the point where the customer and the company interact. The physical surroundings help in shaping appropriate reactions and feelings in both customers and employees. In the Hilton New Delhi Janakpuri Hotel, the two interact at the different areas in the hotel such as the restaurants or the suite. The hotel has put in place various measures to ensure that the point of interaction is as pleasant as possible for both the customers and the employees. This is because customers are likely to avoid unpleasant environments. 15 In the Hilton New Delhi Janakpuri Hotel, all the rooms are well lit and colored pleasantly creating a friendly environment. The guest rooms are spacious and equipped extensively with the essential amenities. The beds are also comfortable very spacious. Some of the rooms in the hotel have attractive views that create a wonderful experience for the occupants. The rooms are clean with a wonderful scent plus air conditioning facilities that always create a cool and fresh atmosphere inside the rooms. The hotel’s interiors and exteriors have a modern setting providing an elegant setting for an intimate dining experience. 15 Soft music is always played at the restaurants, bars and lounges. The music played by the classically trained pianists is usually slow music which is played at audible levels creating a relaxed and entertaining atmosphere in the hotel. The hotel also houses luxury bathrooms, outdoor luxury swimming pools and urban spas that are essential in ensuring that the customers get to relax while staying at the hotel. 16 The hotel serves a wide range of dishes suited to meet the different tastes of its guests. The fine cuisine is then complemented by an extensive list of wine. 16 5.RECOMMENDATIONS 17 The Hilton New Delhi Janakpuri Hotel has already achieved a 5 – star rating which implies that it is of international standards with facilities of a very high degree and a high degree of comfort. However, the hotel has neglected some basic features that need to be established in order to improve the quality of services presented to the clients (Hung, 2012, p. 15). 17 After analyzing the Hilton New Delhi Janakpuri Hotel using the 7P’s of service delivery in the previous section, this section of the report will suggest this measures that need to be put in place to improve the services offered by the hotel to the customer. The recommendations will be based on 4 of the 7P’s of marketing. These 4P’s are: physical evidence, process, people and promotion. 17 5.1.Physical Evidence 17 In an attempt to keep its facilities simple, the hotel has failed in putting up explicit or implicit signs and symbols in the premises. These signs and symbols help new customers in finding their way. First time customers in the hotel end up having trouble navigating around the various parts of the hotel since they have nowhere to refer to. Lack of these features often results in the customer having anxiety and uncertainty on how to go about various issues in order to obtain the desired service. 17 The hotel can overcome this issue by putting up clear signs, symbols and artifacts around various parts of the building in order to help new customers find their way and guide them through the process of service delivery. 18 5.2. Process 18 Despite offering world class services and facilities to ensure that customers get the best services while at the hotel, the Hilton New Delhi Janakpuri Hotel has failed in implementing several services offered by its competitors. This may result in the hotel losing its customers to the other luxury hotels that offer the various services which it does not offer. 18 To start with, the hotel lacks airport pick up services and this makes the customers look for their own means of transport to the hotel after arriving at the airport. This may inconvenience international customers with little or no knowledge about the city. The hotel also has poor check out services whereby the guests are not escorted out of the hotel into the airport or next destination. 18 To solve this, the hotel ought to implement the airport pick up and escort services that are offered by other hotels in order to ease the burden on international clients. 18 5.3. People 18 The hotel hosts one of the most skilled staff forces in the country. The employees undergo thorough training in order to ascertain that they have the skills needed to work in the hospitality sector. All employees are only allowed to work in the hotel after undergoing the training process. 19 Upon employment, the hotel does not take any measures in order to motivate the employees and increase their work morale. This reduces the commitment and service delivery levels of the employees and may result in them seeking employment elsewhere. 19 This can only be solved by awarding bonuses and incentives to the workforce in order to increase their performance, and most importantly, to motivate them. By doing this, the hotel will be certain of maintaining a highly skilled and dedicated workforce in the hotel (Priyanka, 2011, p. 85). 19 5.4. Promotion 19 Promotion is aimed at ensuring that the company is able to reach out to its customers effectively and guarantee that the customers are aware of the brand (Rahman & Areni, 2009, p. 139). The promotion strategy of the Hilton New Delhi Janakpuri Hotel mainly involves the use of the internet, through its website, while neglecting other mediums of communication. 19 This has resulted in discrimination of people with no internet access but would like to get certain information regarding the hotel and its services. This makes the customers opt for other brands of hotels where they can easily access the required information. 20 However, the hotel can solve this problem by implementing an all-round marketing strategy that uses all the available means of communication to address the customers. 20 6.EXECUTIVE SUMMARY 20 Analyzing the Hilton New Delhi Janakpuri Hotel using the 7P’s of service marketing proves that it offers state of the art services and facilities for use by both business persons and pleasure people. The hotel has shown a lot of modernization, all aimed at meeting the expectations of the customer. Its features and facilities are responsible for its success in conquering the hotel industry in India. Although there are some things that the hotel should improve, it still remains as one of the best destinations for customers looking for a pleasure break or looking for a place to conduct business. 20 20 20 21 Rafiq, M., & Ahmed, K., 2003. Using the 7Ps as a generic marketing mix, 14(9), 4-15. 22 1. Overview of the Hotel Industry in India In India, the hospitality industry has witnessed tremendous growth in the recent years. There are several international hotels that have already been established in the Indian market and are still expanding gradually (Sharma & Sharma, 2007, p. 45). The boom in the hospitality industry has been greatly influenced by the development of the tourism and travel industry. The hotel industry depends largely on the arrival of foreign tourists, both business and leisure travelers. In 2007, domestic and international travelers formed a major clientele for this industry. The Middle East recorded the highest escalation in the arrival of international tourists (46 million as compared to the 41 million in 2006). The opening up of India’s aviation industry has also created exciting opportunities for the growth of the hotel industry (Sharma & Sharma, 2007, p. 46). The government of India has also taken several measures to boost the travel and tourism sector and this has in turn benefited the hotel industry. Some of the steps that the Indian government has taken include abolishing the 15 % tax on inland air travel, reducing the excise duty on aviation turbine fuel, removing a number of restrictions on out bound chartered flights and the restrictions relating to the size and frequency of the aircraft. The opening up of India’s aviation sector has created exciting opportunities since the airlines transport almost 80% of the international arrivals. The hotel industry in the country currently has a supply of 110, 000 rooms although there still exists a deficit of 150, 000 rooms across various parts of the country. In order to overcome this deficit, the there are 60, 000 quality rooms that are going to be added, which are all in different stages of planning and development. The government has also approved over 300 hotel projects where nearly half of them lie in the luxury range. With all these measures put in place, India’s hotel sector will definitely witness huge growth with the luxury sector expected to perform well over the years to come (Subhasis & Amit, 2008, 64). The following is a report whose main aim is to demonstrate the Hilton New Delhi/ Janakpuri Hotel, India based on the seven aspects of service marketing. This report will provide an analysis of the hotel and conclude by suggesting various measures that the hotel can take in order to improve its competitiveness in the Indian hotel industry and provide better quality services to its clients in a more efficient manner (Mohinder, 2010, p. 558). 2. COMPANY DESCRIPTION The Hilton New Delhi Janakpuri Hotel is one of the 3,800 hotels that form part of the Hilton Worldwide brand of hotels. The Hilton Worldwide is well known for its quality service delivery and friendly staff. The Hilton New Delhi Janakpuri Hotel successfully lives to these expectations due to its services and modern amenities (Mohinder, 2010, p. 557). The Hilton New Delhi Janakpuri hotel was built in 2009 and is located strategically in the heart of West Delhi, 11 miles from the Indira Gandhi International Airport and 20 minutes from central Delhi. Its proximity and easy access to the entertainment commercial and business districts makes it ideal for business and leisure travelers. The 5- star Hotel has a total of 228 contemporary rooms- 162 single rooms and 66 double rooms- and 11 separate rooms (suites) built on 10 floors. It has three different types of rooms (Deluxe rooms, Executive and executive plus rooms) ranging from 33 square meters to 44 square meters and which are the largest in the city. The suites are 67 square meters, all fitted with modern amenities (Subhasis & Amit, 2008, 66). All the accommodation rooms also feature a luxury bathroom with rain showers, a hair dryer, a LCD/Plasma television screen an ironing board among others ambient facilities. The rooms are also equipped with high speed internet access, both LAN and Wireless, which are available at an additional charge. The Hilton New Delhi / Janakpuri hotel also features a banquet hall that is 1,400 square meters. The banquet hall is the biggest in the city and is sited in an ideal location for conferences, midsized meetings and upscale social events. The hall is sound proofed and can be subdivided into 3 different sections. The hotel is a dining destination in West Delhi and has 7 outlets. These are: a lobby lounge, an all day dining, bar lounge, an Indian restaurant, an Italian Restaurant and a Chinese restaurant. A wide variety of beverages and drinks can also be tasted at the hotel. In order to make the customer stay more relaxing and convenient, the Hilton New Delhi / Janakpuri Hotel has a wide collection of recreational amenities such as an outdoor swimming pool that is heated during winter, a Fitness centre a steam room and an urban spa (Subhasis & Amit, 2008, 70). Also present at the hotel is a 24 hour business centre that is 30, 000 square feet and can accommodate up to 2, 500 guests. All the above features have been put up in order to ensure that the hotel remains the perfect venue for businesspersons, people looking for a leisure break or both. 3. Introduction to the 7P’s of services The 7P’s of marketing are defined as elements used by an organization to communicate or satisfy the customers (Pradeep & Aspal, 2011, p. 59). It is essential for organizations to carefully manage these components for the successful marketing of products and services in their short and long term marketing strategies. This section of the report will introduce the 7P’s of services. The components of the 7P’s of service marketing are: 3.1 Product This refers to anything (product or service) offered by a company to its customers in order to satisfy their needs. The products may be either tangible or intangible. The Hilton New Delhi/ Janakpuri hotel offers services such as room services, ball room services etc. 3.2 Price Price refers to the cost that customers have to meet in order to acquire the goods or services. 3.3 Place This refers to the accessibility and availability of the products and services offered to the customers. 3.4 Promotion This refers to all advertising measures taken to ensure that customers know about the products and services offered by a company (Pradeep & Aspal, 2011, p. 60). 3.5 People People refer to both the service personnel who provide services as well as the target market customers. 3.6 Process This refers to the system that is put in place in order to assist the company deliver its services. 3.7 Physical evidence This refers to the environment the products and services are delivered as well as where the customers interact with the company (Pradeep & Aspal, 2011, p. 63). The above components are explained in detail with reference to the Hilton New Delhi Janakpuri Hotel in the following section. 4. ANALYSIS 4.1. Product The Hilton New Delhi Janakpuri Hotel provides its customers with quality accommodation services. It is equipped with modern amenities to ensure that the customers have a relaxing stay while at the hotel. The Hotel offers 3 categories of rooms for their customers. These are deluxe rooms, executive and executive plus rooms. Each room category provides the customers with different benefits, features and benefits. (Musante et al, 2009, p 205). The hotel provides the customers with many types of hotel services in order to satisfy their needs and build a good relationship with them. The hotel provides a lot of modern facilities for the convenience of the customers for them to enjoy their stay at the hotel from check in to check out. These facilities include room and hotel facilities, dining and entertainment, sport, meeting and leisure facilities. The luxurious hotel has 228 guest rooms which reflect the ambiance of the hotel with the wide array of facilities available. All the guestrooms are air conditioned and fitted with LCD/Plasma screens with Cable TV. All the rooms also have a luxurious bathroom with rain shower, an iron, an ironing board, a hair dryer, a safe, telephone, and a coffee making facility. The guest rooms also have both LAN and wireless Internet services that can be accessed by the customers at an additional cost (Kunal et al, 2005, 322). The hotel also provides facilities such as parking facilities, elevator, safe deposit boxes, laundry and dry cleaning facilities, salon, shopping, 24 – hour room services, facilities for the disabled, baby sitting / childcare, dining & entertainment, lounge/bar, fitness centre, spa and swimming pool facilities. The hotel’s spa are one of the most spacious in the world. Here, each guest is provided with his / her own changing, toilet and shower area as well as heat treatment and relaxation spaces. Moreover, the Hilton New Delhi/ Janakpuri Hotel also provides ballroom, lobby, lounge, business and conference facilities where the customers can converge and have a meeting. Customers who want to plan a meeting are able to do this in a proficient and stress free way since the hotel helps them organize the events using the online meeting planner. This makes the entire booking and reservation process effortless. 4.2 Price The Hilton New Delhi/ Janakpuri Hotel is a luxurious hotel with its target market been the upper class people. It is equipped with modern amenities and the price of stay at the hotel is based on the facilities used and services offered. The price at the Hilton New Delhi/ Janakpuri Hotel is set based on the services offered to the guests. The hotel room fee is also dependent on the category of the room, i.e. deluxe room, executive or executive plus room (Musante et al, 2009, p. 206). This is because the hotel provides different types of services for the different categories of rooms. Another factor that affects the hotel fee is the season/time of the year whereby the price of stay at the hotel rises during peak tourism seasons. Since booking and reservation can be made online, the customer chooses the date of check in and expected check out, the category of room and the number of children/adults that will accompany him/her. After filling in that information, the customer is able to determine the amount of money he will be charged after staying at the hotel. The online booking system also has the currency converter that is very essential for foreign customers who wish to book their place at the hotel as it enables him/her to budget. The main pricing strategy used by the hotel is based on the selection criteria of the customer. Therefore, the pricing is mainly based on the services that are services ordered by the customer. As a result, the customers are more satisfied with the services offered by the hotel since they are offered in accordance with the customer’s specifications (Musante et al, 2009, p 207). 4.3 Place The hotel is strategically located 11 miles from the Indira Gandhi International Airport and 20 minutes from central Delhi. This strategic location in densely populated area makes it easy for the customers to access it for travelling, business purposes or other reasons (Rafiq & Ahmed, 2003, p. 5). The location in the heart of New Delhi ensures that guests can enjoy easy access into the city and all that it has to offer. The hotel also provides its guests with exceptionally easy access to most of the myriad attractions and landmarks in the city such as the Tilak Nagar Metro Station, Janakpuri East Metro Station and the Janakpuri West Metro Station. The Hilton New Delhi/ Janakpuri Hotel has been set up amid numerous local tourist attractions such as Red Fort, Rashtrapati Bhawan and the Indian Gate. The Hotel is also located 15 kilometers from Connaught Place which is a popular shopping mall in Delhi. The Hilton New Delhi/ Janakpuri Hotel is also located a few minutes away from Dilli Haat which is a famous bazaar where food and handicraft items are sold at reasonable prices. While staying at the Hotel, tourists and hotel guests can also visit famous places in Delhi such as National Zoological Park, Jantar Mantar and astronomical observatory sites. In order to ensure that the customers have easy access, the Hilton New Delhi/ Janakpuri Hotel has enabled online booking and reservation on its website whereby the customers can make their reservations over the internet 24 hours a day from any location. Customers can also make their reservations via phone without having to visit the hotel. The customers can also make their bookings and reservations at the hotel’s main desk. All this measures are put up in order to ensure that the customers have a stress free and convenient access into the hotel (Mohinder, 2010, p. 561). 4.4 Process Process refers to the systems which are used by an organization in order to assist in delivering services (Pradeep & Aspal, 2011, p. 62). In the Hilton New Delhi/ Janakpuri Hotel, this element of the 7P’s refers to the methods, procedures and flow of activities that the hotel uses to achieve all its marketing functions such as customer service, new package development, sales and promotion. The Hilton New Delhi/ Janakpuri Hotel offers efficient services in order to meet all the needs of the customer and as a result foster customer loyalty and confidence in the hotel. Once a guest turns up at the hotel, he/she is greeted and his/her baggage taken to the reserved guest room. Valet parking services are also offered to all guests who check into the hotel using their own cars. In case the guest cannot accommodate a guest with a reservation for any reason, the hotel rearranges accommodation to another hotel at no extra cost. In case the customer makes payments using a credit card, the hotel takes the greatest care in order to ensure that the card details and any other personal information remains confidential and secured at all times. All reservations are handled on a secure server which encrypts the credit card information hence protecting it from unauthorized use (Kunal et al, 2005, 328). The Hotel also provides its guests with breakfast and room services on a 24 hour basis once the guests demand the services. The hotel also provides free accommodation for children under the age of years sharing the same room with their parents. The hotel also provides an extra bed, free of charge, for the children under 12 years when required. 4.5 People As discussed earlier, people refer to both the hotel’s target market (customers) and the staff delivering services at the hotel. Being a 5 – Star hotel, the Hilton New Delhi/ Janakpuri Hotel mainly targets people from the upper class and those possessing a high financial and consuming ability (Hung, 2012, p. 15). The target market for the Hotel is mostly upper class business travelers. Business travelers can afford the services from a quality five class hotel since their expense will be paid for by their company. Business travelers represent one’s company. Therefore, it is certain that the company will select a high prestige hotel in order for their representatives to create a good image of the company (Rafiq & Ahmed, 2003, p. 6). The Hilton New Delhi/ Janakpuri Hotel is committed to high quality guest services and mostly hires for attitude and trains for skills. The hotel has an acclaimed training program with the hotel’s strategic plan being to a leader in quality service delivery. All staff members undergo thorough training before joining the hotel. This training ensures that the staff members have achieved all the skills required and met all the qualifications necessary (Rafiq & Ahmed, 2003, p. 8). The hotel has employed front desk receptionists who are kind and also listen to the needs of the customer. They help guests in making reservations and are hence of vital importance to the company. The hotel also has staff in charge of phone reservation that helps customers in making of reservations over the phone. There are also restaurant waiters and waitresses who serve food and drinks to guests in various parts of the hotel as well as bar tenders, maids and valets all who take up different roles in the hotel in order to ensure that the demands of the guests are met. The hotel is also increasing its staff force regularly in order to meet the customer base that is also increasing gradually. 4.6 Promotion The hotel has put up a lot of promotions and special offers in order to attract more customers and make them fully aware of the hotels products. The hotel has special offers put in place in order to build a long term relationship with its loyal customers. The hotel mostly uses the internet to provide customers with new information regarding it. Other mediums of communication used include radio, television, posters, flyers, magazines and newspapers. Using these mediums, the hotel is able to ensure that it communicates with all its customers. The hotel has set up the Hilton Honours program where membership is open to any member who has applied. Members earn points after staying at the hotel which after accumulating, can be redeemed for stays at the hotel or used to purchase other products and services from partner companies. The points can also be converted into miles in airline frequent flyer program. In this program, there are four tiers of membership. These are: Blue: 10 nights or 4 stays in a year with a +15% bonus on base points. Silver: 36 nights or 16 stays per year with a +25 % bonus on base points. Gold: 60 nights or 28 stays in a year and a +50% increase in base points. 4.7 Physical Evidence This refers to the environment where the company delivers its products as well as the point where the customer and the company interact. The physical surroundings help in shaping appropriate reactions and feelings in both customers and employees. In the Hilton New Delhi Janakpuri Hotel, the two interact at the different areas in the hotel such as the restaurants or the suite. The hotel has put in place various measures to ensure that the point of interaction is as pleasant as possible for both the customers and the employees. This is because customers are likely to avoid unpleasant environments. In the Hilton New Delhi Janakpuri Hotel, all the rooms are well lit and colored pleasantly creating a friendly environment. The guest rooms are spacious and equipped extensively with the essential amenities. The beds are also comfortable very spacious. Some of the rooms in the hotel have attractive views that create a wonderful experience for the occupants. The rooms are clean with a wonderful scent plus air conditioning facilities that always create a cool and fresh atmosphere inside the rooms. The hotel’s interiors and exteriors have a modern setting providing an elegant setting for an intimate dining experience. Soft music is always played at the restaurants, bars and lounges. The music played by the classically trained pianists is usually slow music which is played at audible levels creating a relaxed and entertaining atmosphere in the hotel. The hotel also houses luxury bathrooms, outdoor luxury swimming pools and urban spas that are essential in ensuring that the customers get to relax while staying at the hotel. The hotel serves a wide range of dishes suited to meet the different tastes of its guests. The fine cuisine is then complemented by an extensive list of wine. 5. RECOMMENDATIONS The Hilton New Delhi Janakpuri Hotel has already achieved a 5 – star rating which implies that it is of international standards with facilities of a very high degree and a high degree of comfort. However, the hotel has neglected some basic features that need to be established in order to improve the quality of services presented to the clients (Hung, 2012, p. 15). After analyzing the Hilton New Delhi Janakpuri Hotel using the 7P’s of service delivery in the previous section, this section of the report will suggest this measures that need to be put in place to improve the services offered by the hotel to the customer. The recommendations will be based on 4 of the 7P’s of marketing. These 4P’s are: physical evidence, process, people and promotion. 5.1. Physical Evidence In an attempt to keep its facilities simple, the hotel has failed in putting up explicit or implicit signs and symbols in the premises. These signs and symbols help new customers in finding their way. First time customers in the hotel end up having trouble navigating around the various parts of the hotel since they have nowhere to refer to. Lack of these features often results in the customer having anxiety and uncertainty on how to go about various issues in order to obtain the desired service. The hotel can overcome this issue by putting up clear signs, symbols and artifacts around various parts of the building in order to help new customers find their way and guide them through the process of service delivery. 5.2. Process Despite offering world class services and facilities to ensure that customers get the best services while at the hotel, the Hilton New Delhi Janakpuri Hotel has failed in implementing several services offered by its competitors. This may result in the hotel losing its customers to the other luxury hotels that offer the various services which it does not offer. To start with, the hotel lacks airport pick up services and this makes the customers look for their own means of transport to the hotel after arriving at the airport. This may inconvenience international customers with little or no knowledge about the city. The hotel also has poor check out services whereby the guests are not escorted out of the hotel into the airport or next destination. To solve this, the hotel ought to implement the airport pick up and escort services that are offered by other hotels in order to ease the burden on international clients. 5.3. People The hotel hosts one of the most skilled staff forces in the country. The employees undergo thorough training in order to ascertain that they have the skills needed to work in the hospitality sector. All employees are only allowed to work in the hotel after undergoing the training process. Upon employment, the hotel does not take any measures in order to motivate the employees and increase their work morale. This reduces the commitment and service delivery levels of the employees and may result in them seeking employment elsewhere. This can only be solved by awarding bonuses and incentives to the workforce in order to increase their performance, and most importantly, to motivate them. By doing this, the hotel will be certain of maintaining a highly skilled and dedicated workforce in the hotel (Priyanka, 2011, p. 85). 5.4. Promotion Promotion is aimed at ensuring that the company is able to reach out to its customers effectively and guarantee that the customers are aware of the brand (Rahman & Areni, 2009, p. 139). The promotion strategy of the Hilton New Delhi Janakpuri Hotel mainly involves the use of the internet, through its website, while neglecting other mediums of communication. This has resulted in discrimination of people with no internet access but would like to get certain information regarding the hotel and its services. This makes the customers opt for other brands of hotels where they can easily access the required information. However, the hotel can solve this problem by implementing an all-round marketing strategy that uses all the available means of communication to address the customers. 6. EXECUTIVE SUMMARY Analyzing the Hilton New Delhi Janakpuri Hotel using the 7P’s of service marketing proves that it offers state of the art services and facilities for use by both business persons and pleasure people. The hotel has shown a lot of modernization, all aimed at meeting the expectations of the customer. Its features and facilities are responsible for its success in conquering the hotel industry in India. Although there are some things that the hotel should improve, it still remains as one of the best destinations for customers looking for a pleasure break or looking for a place to conduct business. References Hung, J., 2012. Taking an Expended View of Customer to Construct Hotel Rating System. International Business Research, 5(4), 12-24. Kunal, B., David, G., & Ravi, B., 2005. Quality management practices in Indian service firms. Total Quality Management & Business Excellence, 16 (3), 321-330. Mohinder, C., 2010. The Impact of HRM Practices on Service Quality, Customer Satisfaction and Performance in the Indian Hotel Industry, 21 (4), 551-566. Musante, M., Bojanic, D & Zhang, J., 2009. An evaluation of hotel website attribute utilization and effectiveness by hotel class. Journal of Vacation Marketing, 15(3), 203-215. Pradeep, K. & Aspal, J., 2011. Short Communication. Break Down Of Marketing Ps: “A New Evolution”, 1(1), 59-63. Priyanka, A., 2011. Case Study on Employee Engagement and Performance Appraisal: Review of Management, 1(2), 83-88. Rahman, K. & Areni, C., 2009. Service Brand Relationship: Brand Strategy for the Services Sector. World Journal of Management, 1(1), 139-152. Rafiq, M., & Ahmed, K., 2003. Using the 7Ps as a generic marketing mix, 14(9), 4-15. Sharma, S., & Sharma, J., 2007. An Empirical Analysis of Growth and Structure of Service Sector in India, 11(4), 45-52. Subhasis, R., & Amit, T., 2008. Indian Hotel Industry - Strategy Building for Utilizing Unparalleled Growth Potential. ICFAI Journal of Management Research, 7(5), 64-78. Read More