Factors influence consumer behaviour in Hospitality Industry

This presentation discusses the various factors that influence consumer behaviour in the hospitality industry, including facilities and services, atmosphere, and the impact of digital technology. The case study focuses on Hotel Roosevelt in New York City.

HOSPITALITY
MANAGEMENT

INTRODUCTION
 The Roosevelt Hotel is a luxury hotel located in Manhattan, New
York city.
 The hotel Roosevelt has named in the honour of the President
Theodore Roosevelt.
 Hotel Roosevelt established in the year 1924.
 The hotel serves total numbers of 1015 rooms. In this report all the
factors related to consumer behaviour and consumer decision making
will be discussed in brief.

Factors influence consumer behaviour in
Hospitality Industry
There are various factors such as cultural, social, personal and psychological that affects
the customer's behaviour in the hospitality sector. Such factors are:
Facilities and Services
Facilities and services plays the huge role in the behaviour of the customer during the stay
in the hotel. Hotel becomes the major role in the travelling experience and all the travellers
look for the best place to stay at the destination so the whole journey turns out to be the
most memorable. Hotel Roosevelt is best known to offering the best services in the New
York and it also gave the satisfactory results in that context.

Satisfactory Atmosphere
 Atmosphere of the hotel always create impressions in the mind of the visitor regarding
the hotel. If the vibe of the place is positive, energetic and calm it will always impact
the behaviour of the customer. Satisfactory atmosphere always turn out to be
satisfactory accommodation for the customers. Hotel Roosevelt always mainline the the
satisfactory atmosphere to stay for all the travellers that bring the positive attitude in
the behaviour of the customer.

Impacts of Digital Technology in changing
consumer trends
 Online Bookings: Information Technology created the huge impact on the hotel
businesses. Information Technology has transformed the whole industry with the
inclusion of the internet in the operations of the hotels. Customer don't need to face any
hustle related to the stay at the destination and even he can get the complete brief about
the hotel. He can look at reviews of the hotel to see is it satisfactory enough to stay in
the hotel or not. Hotel Roosevelt give all the online services to its customer's to provide
the best experience to them.
 Finding Hotel: With the help of GPS system traveller can easily find the hotel location
and that helps for the customer in saving time.

CONCLUSION
 From the above study it can be concluded that management of the hospitality is the
effective and efficient study of the hotel in which the manager plays an important roles
to provides the best services to the customer.
 There is the determination of the decision making process of the customer as per their
needs and wants.
 The business of the hotel focussed to provides the best services to the customer in their
hotel so that they fulfils the needs and wants and gives the effective feedback about the
company.

REFERENCES
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hospitality management: A literature review using bibliometric methods of the journal International Journal
of Hospitality Management. International Journal of Hospitality Management, 52, pp.121-130.
 Gursoy, 2018. Future of hospitality marketing and management research. Tourism management
perspectives,25. pp.185-188.
 Kandampully, J., Zhang, T. and Jaakkola, E., 2018. Customer experience management in hospitality: A
literature synthesis, new understanding and research agenda. International Journal of Contemporary
Hospitality Management. 30(1). pp.21-56.
 Litvin, S.W., Goldsmith, R.E. and Pan, B., 2018. A retrospective view of electronic word-of-mouth in
hospitality and tourism management. International Journal of Contemporary Hospitality Management.
30(1). pp.313-325.

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