Statistics Book 2007.pdf - Kerala Tourism

The hotels in Kerala are smart and deliberately keep out the Travel Agents from the booking process. The
hotels furnish better rates to the Corporate in direct deals and bookings and provide them with better
add-on services and facilities like credit periods. However, the hotels are not prepared to pass on the
same low rates to travel agents, or the same credit and other services. They do not want to expose lower
rates to travel agents.
Many IT Businesses from Chennai, Hyderabad and Bangalore have started their own in-house travel desks.
These are operated by travel agents who provide the entire gamut of services to the Corporate Houses in
terms of ticketing, transport, and hotel bookings. The hotels in Kerala need to specifically target these
IT companies.
There is another trend witnessed in recent times in relation to the corporate business travel in Kerala.
Retired and experienced hotel managers have been helping the corporate with the procurement of good
rates and provide administration interface with the Hotels.
Travel agents feel that the Kerala hotels have to plan and prepare appropriately to offer facilities and
services for MICE travelers. The Travel Trade has the ability to put together attractive packages including
transport and entertainment for the hotels in Kerala. Below are the suggestions emerging from the
Travel Trade to make MICE travel a success:
(a) The MICE segment is very price sensitive and the rates offered have to be very competitive
(b) 24-hour facilities for the MICE segment have to be created
(c) Creation of entertainment and sightseeing facilities even in the Business Conferences.
The hotel managers of some classified Hotels in Kerala were contacted to get their assessment about the
business travel to the State. The following points emerged from these interviews.
Critical Success Factors for Kerala Hotels positioned in the Business Travel segment:
(a) Pricing: Room rate is a very important criterion for the travel managers to decide on hotels of
their choice, since Corporates are constantly looking at the hotels that provide them value for
their money.
(b) Chain Hotels and Brand: The Chain Hotels because of their brand outweigh business travelers
considerations.
(c) Facilities: The hotels in Kerala need to improve their business services, and a good business
centre, internet access, preferably Wi-fi access, secretarial assistance, Concierge guidance, and
information about the city, entertainment options available there, dining facilities and
transportation facilities, to and from the hotels, mean a lot to the business traveler.
(d) Free giveaways and Loyalty Programs: The loyalty programs and free giveaways mean a lot to
the business traveler. Large number of hotels surveyed in Kerala offer add-on benefits and freeservices
like complimentary breakfast, airport transfers, free room for an additional night, discount
in restaurants etc.
(e) Personalized and flexible service: Business travellers look for flexible services such as early
check-ins and late check-outs, free over stays, no charge for half-day stays etc. The business
traveller seeks efficient services in check-ins, message deliveries, billings etc. The staff in the
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