Executive Summary:

Social Media show a splendid open entryway for the hospitality industry to achieve its cuts, with
a compelling target of working up a relationship for brand advancement and change. Shrouded
that open entryway is the twin dangers that hospitality managers will abuse their online
networking affiliations or that clients (and the media themselves) will continue forward,
surrendering the business. Along these lines, practically as hotels and a couple of restaurants
have gathered their destinations, they now need to guarantee that their website is upgraded for
web searchers, have convenient applications, and, more to the point, keep clients required in an
examination about the operation.

Although various lodging networks have gotten a handle on portable applications, Facebook, and
different channels, others are not by any stretch of the imagination addressed at all in the online
networking environment. One marvelous potential good position of online networking is that
visitors will share information about their inclinations and aversions.

By using appropriate sensible strategies, hoteliers can get a sentiment what guests requirement
generally and how they react to the cabin especially. Most basic right now is the change of
convenient applications, since wayfarers plan to use their phones to book rooms or other travel
organizations on the spot. A careful strategy of customer engagement will use all online
networking, whether it's Facebook or instagram, YouTube or Twitteror each one of them, and
will similarly help you pay special mind to new applications and customer wishes.

The purpose behind this hypothesis was to show cordiality specialists how basic online
networking and Internet apparatuses are nowadays in friendliness advertising. The target
associations of the examination were lodgings and hotels, and the goal of the investigation was to
help them to know how to develop their proximity on the web and what purposes of premium it
would have for them. This is done by lighting up them about online networking, moreover give
them advices and tips about web apparatuses and social networking uses for associations. The

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data of this study were collected from Internet expert articles, Web pages analysis and by using a
questionnaire survey.
The point of the survey was to find out about the client Internet conduct concerning the
propensities some time recently, amid and subsequent to booking a accommodation. The
aftereffects of the study were

Broke down utilizing quantitative information investigation technique utilizing reference charts.
Other information were likewise investigated utilizing quantitative examination strategy. And
after that the outcome was translated likewise how online networking and web instruments were
utilized by clients and potential development of online networking was additionally found in
coming years. For associations using the online networking can have a mind boggling influence
on their advertising, in this way their arrangements, as it pulls in more customers.

The outcomes of the investigation demonstrate that customers are using the Internet more to
purchase and for various purposes and online networking are so far getting more customers and
delivering for associations. In this way it is endorsed for friendliness specialists to start using
online networking other than their website with a particular deciding objective to keep forward
with e-marketing.

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Background of the company
Marriott International, Inc., is a global leading lodging company with more than 4,400 properties
in 87 countries and territories. Marriott International reported revenues of nearly $14 billion in
fiscal year 2015. Founded by J. Willard and Alice Marriott in 1927 and guided by Marriott
family leadership for nearly 90 years, the company is headquartered in Bethesda, Maryland,
USA

JW MARRIOTT hotel and resort is a luxurious hotel chain across the world. John The main aim
of the Marriott is to become the number 1 hospitality company in the world.

MISSION AND VISION

MISSION: To upgrade the lives of the customers by making and empowering unrivaled get-
away and recreation encounters.

VISION : To become the number one hospitality company in the world .

The Marriott brand Umbrella

There are various hotels under the Marriott International Inc .Umbrella.

Signature Categories :

Marriott Hotels & Resorts These fall under mark classes which incorporate business
focuses and attendant service at a mid-level value range.
Marriott Conference Centers These fall under mark classes which incorporate
business focuses and attendant service at a mid-level value range.
Delta Hotels and Resorts It is an "upscale full-benefit brand"

Luxurious Categories :

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 JW Marriott Hotels & Resorts - This fall under lavish classifications offering fine
eating and flawless design
The Ritz-Carlton- It is in like manner the rich brand of JW Marriott in a segment of the
upscale regions around the world

Bulgari Hotels and Resorts . It offers a "segregating gathering of lavish hotels in door
urban communities, "with contemporary outline.

Select service categories :

Courtyard - It is designed for business Travelers.

Fairfield Inn It is the most economical of the Marriott brand group.

Spring Hill Suites are studio suites that are up to 25% bigger than comparatively valued
lodging choices, with particular resting and living ranges

Lifestyle Brands category

It offers unmistakable feasting and style that tries to "motivate your creative energy.

Renaissance Hotels & Resorts

Edition Hotels-. These are classy boutique lodging in alluring areas

Autograph Collection - They offer "high identity" with an autonomous feel.

AC Hotels - are for a higher mid-level way of life, focusing on more youthful purchasers
searching for a cosmopolitan lodging.

Destination Entertainment category

Marriott Vacation Club- It offers resort proprietorship at select destinations

around the world, with the alternative to trade your favored area with others
around the globe.

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JW MARRIOTT CHANDIGARH

In Chandigarh it is situated in sector 35-B, Plot no: 6 at Dakshin Marg. It is situated in prime area
of the city and there are numerous attractions introduce adjacent, for example, sukhna lake , rock
garden , Zakir Hussain rose patio nursery , Pinjore gardens , timber trail , PCA worldwide cricket

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stadium and so on .It is arranged in the heart of city Chandigarh and here cooking styles are
created with energy , consideration and neighborhood flavors .

It is only intended for the business customer base and is the design land mark in Chandigarh and
is the principal private five star lodging in the city and its proprietor is MR Harpal Sagoo.

The planners Wilson Associates from Singapore and Karen Kim from Marriott have wonderfully
and consistently hitched the chic with contemporary, giving the lodging a particular design style,
match with best in class insides and customized administration, making your each stay as
exceptional as the first. Chandigarh, the City Beautiful, get another extravagance address the JW
Marriott Chandigarh. Oozing and craftsmanship, the lodging is midway situated inside close
nearness to the air terminal and the railroad station, notwithstanding the business District-Sector
17 and the Information Technology Park. Chandigarh, being an entryway city, gives simple
access to key vacationer destination of North India also.

ACCOMODATION:

At JW Marriott Chandigarh there are 122 Deluxe rooms ,38 official rooms and 4 suites where 1
is presidential suites ,42 inch LCD TV with satellite stations and sight and sound boards , DVD
player , Floating Bathroom with partitioned shower and shower tub , in room sheltered and
smaller than usual bar , espresso and tea creator.

GUEST SERVICES:

At your administration 24 hours help , attendant , business focus and secretarial administrations ,
Executive floor and Lounge , 24 hr in room eating , clothing and cleaning administrations , safe
store boxes , auto rentals , wifi ,complimentary valet stopping ,specialist accessible as needs be
and rooms and offices for physically tested.

BANQUET AND MEETING FACILITIES:

The indoor and outdoor banqueting space is 30000 square feet and impressive great ball room
corridor is 6500 square feet and outside yards is 18700 square feet , It moreover gives bleeding
edge differing media workplaces and the parlor which is new York level style meeting room.

Business Centre:

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It gives Wi-Fi and video conferencing workplaces, front line fluctuating media workplaces,
secretarial organizations and broad office supplies and meeting room windows and Mac
engaged compact workstations 12.

Restaurant and Lounges:

It has cafe@ JW 24 hours , All devouring , the saffron which is an Indian diner , oregano which
is an Italian restaurant and bar , Pool bar , Executive Lounge , In room eating 24*7 hours and it
has moreover the Chandigarh warming association Deli and Patisserie and a transitional bar
and Lounge.

RECREATION AND LEISURE:

The Quan spa, kids pool, Rooftop swimming pool, Oasis and JW fitness club.

TRANSPORTATIONS:

Limousine and Taxi Services.

CHAPTER: 1

1.1 INTRODUCTION

HOTEL INDUSTRY

The hospitality industry has developed as one of the key drivers among the administration area in
India .The lodging business relies on recreation time and discretionary cash flow.

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An inn is a foundation that gives a private convenience (lodging) paid on short term premise. It
gives offices which may extend from a fundamental quaint little inn of garments, to extravagance
highlights like en-suite bathrooms. Lavish inns may give extra visitor offices like swimming,
pool, youngster care, meeting offices and social capacity administrations.

Extra normal elements found in inn rooms are phone, TV, wake up timer, cooler, organizers, a
smaller than expected bar with snacks beverages and offices for making beverages and espresso
and tea. In rich inns there are extravagant extra offices like a pillow menu, shower robes, shoes,
twin sink vanities and Jacuzzi shower tubs, wellness focuses are additionally there in a hefty
portion of the lodgings .

HOTEL INDUSTRY IN INDIA

Indian lodging industry is in a general sense dictated by enthusiasm from business explorers
.Demand has moreover extended on account of government exercises, for instance, Make in
India, Digital India and the e-visa plan the elevating news for the Indian business segment is that
improvement in room premium is outpacing supply advancement for each key market so far this
year.

The year 2014-15 saw a supply growth of 4.4%, whereas demand increased by 7.8% over the
previous year and the demand growth in this financial year has been even stronger for the
country. With the increase in tourism with rising foreign and domestic tourists , hotel sector is
bound to grow .India has an estimated 170000 hotel rooms .There are many barriers in this
sector such as Economic risks , high capital costs , scarcity of land and poor infrastructure
facilities

According to tourism ministry, 4.4 million tourists visited India last year .With the tremendous
pull of opportunity, India is destination for hotel chain looking for growth.

India is thought to be a champion amongst the most lucrative cabin markets on the planet after
china. Creating riches , potential for money related improvement , increase in nonessential
occupations , and the extending salaried class are required to drive both unwinding and business
go in the coming year.

Hospitality Industry comprises of the following:

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1). Accommodation

Hostels
Hotels
Resorts
Serviced apartments

2). Travel and tourism

Flight attendants
Travel agents
Tour operators
Leisure centers

3). Restaurants and bars

Cafes
Nightclubs
Pubs and Public houses
Restaurant
Bars

1.2 Social media

The industry has been completely revolutionized by the digital marketing and social media
marketing .Social media has become the future of hotel marketing. Hotel chains that are open to
24/7 online social communications and is a low cost marketing communication. Social media has
become a cheap and the best source for branding and positioning and gaining a competitive edge
over the competitors.

Social media has become the important component of the digital marketing. Social media has
fully integrated in the hotel marketing process. There are various modes of social media used by
the hotel such as facebook, twitter, youtube, instagram, trip advisor etc..

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Social media now a day is equivalent to word of mouth. If the hotel is not using this technique
they are missing out potential guests .In hotel social media is all about connecting to guests and
making them feel special so that they become loyal customers. Now a days social media is
also about show casing your hotel and attracting people with its USP. Social media is also uses
for reminding guests their existence and reminding them of revisiting again and again .social
media is also a platform of interaction between the guests and hotels and guests are free to write
their reviews whether it is positive or negative.

Social media mainly helps in creating brand awareness, helps in increasing market share and
increase in sales and also inform the customers about their existence, face the market
competition, improve customer service and also is helpful in monitoring brand reputation. Social
media is one step ahead of traditional media. Social media keeps the customer stimulated and
involved which further helps in building long term relations with the clients.

Most of the hoteliers use o real-time video streaming from different parts of the world to
diversify their reach and improve online presence. Social media has broken down all the
geographical boundaries and has made industry to reach globally across the borders Social media
marketing is the authentic means of marketing. Marketers are dedicating time, resources in social
media to be a successful means of marketing and be ahead of their competitors and grow their
market share. Social media relies mainly on internet world wide web and web based tools and
services and enable organizations to publish information in the form of data , audio or videos on
the web. Social media is a tool of connection which is used a medium for broad casting. If it is
not used properly it can work against the organization also.

Social media is all about building relationships on the bases of trust and building brand
goodwill. Its main aim is to inform customers not to fool them. If the hotel is not engaging
themselves in such social media activities they are losing huge opportunities which can turn out
to be the advantages for its competitions.

There are many advantages of social media stated as follows:

Low Cost investment.

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 Direct customer communication.
Branding
Positioning

Social media affecting the hospitality industry

Such a variety of organizations inside the friendliness business depend on verbal exchange and
great surveys from faithful clients that online networking is a characteristic advertising
instrument. The utilization of social web outlets has gotten to be boundless, and voyagers
reliably utilize the media to gloat about their extraordinary encounters and express dismay with
poor ones. Whether it is utilized deliberately or incidentally, the pioneers inside the
accommodation business can't overlook the effect of the new web marvel on their organizations.
Here are some ways that organizations use social web stages to market friendliness items and
administrations and raise administration quality by considering organizations responsible to their
clients.

1.3Marketing

The utilization of social web stages like Twitter and Instagram have advanced from an entirely
shared correspondence channel to one that permits organizations to adequately draw in with
customers. In spite of the fact that the strategies for correspondence have changed fairly,
organizations still should apply the essential standards of showcasing and advancement to
convey the desired information to their focused on gatherings of people. The distinction is the
rate and achieve that can be accomplished by the new advanced apparatuses. For example,
showcasing experts use data innovation instruments to decide how well an auto rental
organization is doing inside a specific area like business travel, and they can distinguish new
markets for the lodging like weekend relaxation go through business sector examination. The
business sector examination can likewise uncover certain inclinations of the new focused on

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group of onlookers like their tastes, styles, buying propensities and favored correspondence
channels. These favored correspondence channels regularly incorporate social web media stages.
Auto rental organizations can then dispatch inventive web showcasing effort to energize their
new client base to hold rental autos when the office has a full supply of them on the weekends.

ENHANCING CUSTOMER RELATIONSHIP MANAGEMENT

The computerized way of the correspondence channels regularly energizes more noteworthy
straightforwardness in customer reactions. The outcomes are that businesses within the
hospitality industry can readily engage with consumers and update their products or services for.

1.4MODES OF SOCIAL MEDIA USED BY THE INDUSTRY:

Facebook

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Facebook's agreeable, welcoming environment requires an element internet organizing
showcasing framework that begins with making a Facebook Business Fan Page. You should give
watchful thought to design, as the visual fragment is a key part of the Facebook experience.
Internet organizing showcasing for business pages turns around encouraging your talk with
gatherings of spectators by posting industry-related articles, pictures, recordings, and so forth.

Google+

Google+ is the new Facebook contender, and it propels the same fun, agreeable atmosphere. On
Google+ you can exchange and share photos, recordings, associations, and view all your +1s.
Moreover abuse Google+ circles, which license you to segment your supporters into smaller get-
togethers, enabling you to confer information to a couple of enthusiasts while despite others.
Case in point, you may try making a "super-fan" circle, and share outstanding refunds and world
class offers just with that social event

Twitter

Twitter is the internet organizing showcasing instrument that allows you to broadcast your
upgrades over the web. Take after tweeters in your industry or related fields, and you should get
a steady stream of fans thus.

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Mix up your power related tweets about specials, discounts, and news updates with some fun and
unpredictable tweets mixed. Make a point to retweet when a customer has something fair to say
concerning you, and recollect answer people's request when possible. Using Twitter as an
internet organizing advancing gadget turns around trade and correspondence, so make sure to
coordinate however much as could sensibly be normal.

Instagram

Instagram is one of the more master web organizing showcasing destinations. Instagram Groups
is an incredible venue for going into a specialist trade with people in near business endeavors and
gives a spot to bestow substance to comparable individuals.

Urge customers or clients to give your business a proposition on your LinkedIn profile.
Recommendations make your business appear to be more reliable and tried and true for new
customers. In like manner skim the Questions range of LinkedIn; giving answers helps you get
set up and secures trust.

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Pinterest

Pinterest is the latest in web organizing advancing examples. Pinterest's photo centered stage is
ideal for retail, be that as it may anyone can benefit by using Pinterest for internet organizing
purposes.

Pinterest allows little associations to showcase their own particular thing offerings while
moreover developing their own specific picture's character with some unprecedented pin sheets.

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1.5PROBLEM STATEMNET

Hospitality sector is a customer centric industry and it prides itself by reaching out to the guests
and providing personalized experience .Traditional marketing was limited to only print media,
radio and television. But due to digital revolution social media has become an important part of
the marketing. It allows for quick response and is a low cost and most powerful investment then
traditional marketing .Social media encourages customer participation and show casing the USP
to the guests in order to have competitive advantage and gain market share by facing stiff
marketing competition.

The main problem is more on the customer level than the organizational level as it a customer
centric industry.

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1.6 Objective of the research:

The main objective of the research is to identify the media on which customer are more aware
about the hotel industry. This will help us to identify their travelling behavior, what type of
facilities they look for, what are their expectations from the hotels, also to analyze their opinions
so that hotels can serve them better in order to increase their revenue.

1.7 RESEARCH QUESTIONS :

In this Research, questions are connected to the point of utilization of online networking in the
neighborliness will be replied .The examination will concentrate on noting primary inquiries.

The examination will concentrate on noting primary inquiries, for example, what are the online
networking devices that the cordiality organizations lodgings and hotels ought to utilize, how and
why would it be advisable for them to utilize them? How do sightseers sort out excursions
nowadays? Do the lodgings offer what the voyagers are searching for? Is Internet an essential
part of the visitors procedure for purchasing a trek (some time recently, amid and after the
excursion)?

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CHAPTER 2

2.1LITERATURE REVIEW

1) Evaluate the effectiveness of social media marketing on hotels by Jennie Russell

Prior before the web individuals used to impart their insight of items with loved ones through
verbal, upbeat visitors will tell 5 other and despondent visitor advises 10 others yet because of IT
upset and computerized innovation insurgency online networking is turning out to be more
prevalent and individuals are investing more energy in social networking locales to share their
audits , inn advertisers need to invest additional time in these gathering of people and connect
with them to be more focused . The reason for the investigation of Jennie Russell research paper
was that web has constrained association to embrace online networking and be more intelligent
with the crowd. Lodging notoriety is absolutely reliant upon consumer loyalty and positive audits
from clients. Advertisers need to devoted and invest more energy and assets so as to be
aggressive and increase upper hand over the contenders. In this exploration paper 3 lodging
showcasing supervisors were addressed on the adequacy of online networking and auxiliary
examination was utilized as a part of request to give suggestions for the viable utilization of
social networking .

The discoveries of this examination paper was that exploratory exploration was utilized as a part
of request to think about the diverse parts of online networking .It was found that in inn
economic analysts are investing more energy and bears on social networking keeping in mind the
end goal to be focused . purchasers has blended supposition on online networking promoting
which may calls for proposals which is gotten from the auxiliary exploration for the viable
utilization of online networking advertising .

2) The effects of social media networks in the hospitality sector by Wendy Lim
University of Nevada ,Las Vegas
This examination paper incorporates different stages which are given by the online
networking systems, for example, facebook, twitter, YouTube and LinkedIn to

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 showcasing of administrations and result of cordiality part . This exploration paper
incorporates that neighborliness part utilizes online networking as a part of request to
market itself and beat rivalry. This industry additionally utilizes online networking as a
part of request to assemble data and build up their administrations for consumer loyalty.

The motivation behind Wendy Lim study was to break down the impacts of online
networking in the neighborliness business. The creator of this exploration paper has
demonstrated the benefits of social as well as has demonstrated the negative sides of the
online networking . He has unmistakably expressed in his paper that online networking
showcasing is just fruitful when one knows the focused on gathering of people
Social media is low cost investment , which a provides a platform for interaction between
the brand and consumers which would further lead to brand recognition .

The discoveries of this exploration paper was that social networking is a rising field of
showcasing correspondence , it is a two route collaboration between the clients and the
lodgings in which the inns take the favorable position as far as incomes and online
arrangement . This examination paper likewise demonstrates that online networking is all
the more then a ROI. It incorporates little customary cost yet is much lesser then the
conventional promoting cost .The achievement of online networking is bases on ROI as
well as is reliant on brand mindfulness , organizing and increasing aggressive edge over
the contenders .Its point is to make a quality substance buzz.

3) Marketing Research Proposal by University of Liverpool-KMGT641 marketing

research
In this exploration paper analyst has attempted to discover the effects the effects of online
networking to the bookings conduct of crowd at the lodging Ybriger where the specialist
was the inn executive and he plainly upheld the social networking, and he expressed that
online networking is tremendously expanded in couple of years and has turned into
another promoting apparatus for brand and administrations in the inn business. In his
examination paper he expressed that in inn industry the showcasing issue is more on
buyer level then on authoritative level. what's more, second issue which he expressed is
that at telephone change is up to 90% shouldn't something be said about the
transformation that happens in online networking .Third issue which he expressed was
the present patterns in the online networking that demonstrate that demonstrate a swing to

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online reservations and all computerized media . Optional information was utilized as a
part of request to direct the examination, the raw numbers of lodging online networking
sites were helpful in giving the information and Primary exploration were additionally
made on the bases of Ybrigehof's reserving report. The researchers has put exceptional
bundles and advancements in various online networking keeping in mind the end goal to
track these booking and associate with online networking .If a client is alluring to any
advancement in online networking however picks other offer over it , one can discover
the effect of online networking by soliciting clients at the time from booking . One can
ask clients how he got mindful to the lodging and subsequent to looking for the data's
about the reservations one can track the reservations. Furthermore, in this reservation one
can perceive what numbers of bookings were made through the online networking
locales.

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What's more, the discoveries of the examination was that there was an immediate connection
between the online networking channel facebook and out online bookings by means of lodgings
website page . Online networking helps the lodgings in making day by day report and gauging
and distinguish the expanding booking pace with the extraordinary online networking . In this
the specialist has demonstrated that 75% bookings originate from the inn site .Major movement
originates from the facebook , it is the most persuasive method for online networking mode .And
when the information is examined there is an immediate connection between the online
networking channel facebook and out bookings by means of lodging site .The scientist began a
little examiner at their check in, where just a 13% said from facebook and all the more then half
said from the landing page site as he analyst knew the yield connections were generally from
facebook individuals were not coming clean, they didn't consider the connected instrument
facebook.

CHAPTER 3
3.1METHODOLOGY

It is a composed strategy for directing examination. It has numerous measurements. It

incorporates the exploration techniques as well as the rationale behind the strategies utilized as a
part of connection of the study and whines why just a specific strategy is utilized. Everything
comprehends the presumption fundamental various methods and the criteria by which they can

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choose that specific strategy ought to be pertinent to specific issues and other ought not. Along
these lines keeping in mind the end goal to tackle an examination issue, it is critical to outline an
exploration technique for the issue as it varies from issue to issue. The chapter focuses on the
numerous techniques, methods and assumptions used in the study. It sheds light on the research
problem, objectives of the study, and also the limitations. The later part of the chapter explains
the manner, in which the data is collected, classified, tabulated, analyzed and interrupted so as to
each to conclusive results.
A) PROBLEM STATEMENT
Research work in a management parlance is extremely relevant for a given close
view of the relatives of the real life business issues. For any management student
who is striving to perform outstandingly, it is of paramount importance that apart
from theoretical knowledge, he must also gain some practical knowledge. Survey
report deals specially with providing an opportunity to management students to have
some exposure in real business world. My study topic deals with social media in the
hospitality marketing.

The hospitality industry is primarily focused on customer satisfaction. Hotels and resorts,
cruise lines, airlines and other various forms of travel, tourism, special event planning, and
restaurants all generally fall under the realm of the hospitality industry. It is built on leisure or is
luxury-based, as opposed to meeting basic needs. The prime objective of my study is to study the
relevance of social media in hospitality marketing.

B) RESEARCHDESIGN
To study the social media tools in the hospitality marketing, Sample Survey Method has
been employed. This method is given prime importance in modern research because of its
extensive use to study the relationship of different attitudes, factors and practices of society and
to explore the problems that cannot be treated by experimental methods.

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 To collect data, the technique we have employed under the sample survey method is
questionnaire technique. The increasing use of questionnaire is probably due to increased
emphasis by social scientists on quantitative measurement to uniformly accumulated data.

a) Area of study

The area of the study is to determine the travelers behavior before, during and after a trip by
collecting the Primary data from the respondents. What's more, to discover in what degree are
online networking a part of the clients propensities in the voyaging procedure. Shut inquiries will
be utilized as a part of this survey.

b) Study area

Study area is Northern India.

c) Target Segment

Customers involved in travelling.

C) SELECTION OF SAMPLE

It becomes impossible to contact each and every individual of the population due to limitations
of essential resources like time and money. Therefore, the study is preferably allowed down to a
representation sample to make the study more manageable.

Keeping in the view the objectives and resource limitation of the study, 100 respondents were
considered.

Respondents -100

The selected sample is representative of the population and is accurate and practicable.

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 D) SAMPLING PLAN:-
The following factors will be taken into consideration within the scope of sampling plan:

I Sampling Unit: It characterizes the objective population that will be tested i.e. it answers
who is to be reviewed. In this study, the inspecting unit is individuals dwelling in northern India.

II Sampling Size: -It indicates the numbers of people to be surveyed. Though large samples give
more reliable results than small samples but due to constraints of time and money, the sample
size was restricted to 100, online survey was conducted.

Probability sampling can be of following types:

Simple random sampling

Stratified random sampling
Cluster (area) sample
In this case, simple random sampling was done since the respondents will classified into well
defined classes or strata that were distinct from each other.

E) COLLECTION OF DATA:

After the examination issue has been characterized and the exploration outline has been chalked
out, the assignment of information accumulation starts. The information can be gathered through
primary sources.

Primary data collection:

Primary data is the data which is collected through observation or direct communication with the
respondent in one form or another. These are several methods for primary data collection like
Observation Method, Interview Method, through schedules, through questionnaires and so on. In
my research I have chosen questionnaires to collect the data.

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Formation of Questionnaire

Quite often the questionnaire is considered as the heart of a survey operation. It ought to be
painstakingly developed. It is a speculation that is generally used to gather different sorts of
information and comprises of considerable arrangements of inquiries intended to gather any data.
It has by and by been found that individuals are blunter in offering answers to a questionnaire
than to a meeting plan. Arrangement of a decent questionnaire includes concentrated thinking
and thought of the issue with foreordained goal and points appropriately put in the
questionnaires. In spite of the fact that being less costly, it has certain impediments like
inadequate passages and incorrect reactions. Be that as it may, the instructive capability of the
respondents is an extra element which renders this strategy the most depended upon. The
questionnaire confined with the end goal of the study comprises of a set number of inquiries
submitted in sensible request. Along these lines, that the target of the inquiry is clear to the
respondents. Every one of the inquiries are focused on the issue keeping in the mind. The
questions were close ended.

LIMITATIONS OF THE STUDY

The project was successfully completed with certain inherent limitations. These limitations were
as follows:

1) The time of research was short due to which many facts have been left untouched.
2) The Area undertaken in research is only northern Indian market only. But to do a
complete research a wide area is required, so the area is also a constraint of the study.
3) Sample for the study taken is of only 100 consumers. A greater number could have
provided a better overview.
4) While collecting data, some of the consumers might not have responded with
complete honesty, so its a possibility that few respondents entries are not
representative of their true behavior.

CHAPTER 4:

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DATA ANALYSIS

4.1 The Consumer Behavior Questionnaire Survey

The reason for the overview was to explore the customer conduct towards booking the
accommodation utilizing web instruments and social media. The questionnaire information was
gathered in June 2016 through email and social media. .

Data was collected online. Sample size was 100. The questionnaire was sent to all age group to
see the different behavior of different age group towards booking an accommodation using
internet tools and social media.

DATA INTERPRETATION

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Q 1 ) Profile of the respondents ?

Frequency Percent Valid Percent Cumulative Percent

Valid Male
51 51.0 51.0 51.0

Female 49 49.0 49.0 100.0

Total
100 100.0 100.0

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Most of the respondants were male . Out of 100 people 51 percent were male and 49 percent
were female . This has several meanings .like more men are slanted to take some an opportunity
to answer the online review when contrasted with ladies or men invests more energy online then
ladies

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Q 2 ) What is your age ?

Cumulative
Frequency Percent Valid Percent Percent

Valid Under 20 7 7.0 7.0 7.0

20-29 78 78.0 78.0 85.0

30-39 6 6.0 6.0 91.0

40-49 7 7.0 7.0 98.0

60 &
2 2.0 2.0 100.0
above

Total 100 100.0 100.0

Page 29 of 72
Majority of my respondents age were under the age of 22-29 and majority of them were
unemployed and mostly of them were students who was greatly inclined to internet and were
potential customers for hospitality who uses internet tools the most.

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Q 3) Which of the following describes your current employment situation ?

Valid Cumulative
Frequency Percent Percent Percent

Valid Employed full

22 22.0 22.0 22.0
time

Employed part-
13 13.0 13.0 35.0
time

self employed 16 16.0 16.0 51.0

Unemployed 49 49.0 49.0 100.0

Total 100 100.0 100.0

Page 31 of 72
Concerning the respondents occupation , most of them declared themselves unemployed ,
followed by full time employment and self employed least were in part time employment . About
49% were unemployed , 22% were full time employed , 16% were self employed and 13 %
declared their occupation as part time employment.

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Q 4) On an average how many times in a year do you travel for 2 days or
more?

Frequency Percent Valid Percent Cumulative Percent

1 to 2 19 19 19

39 39 58
3 to 4
40 40 99
5 or more

None 2 2 100

Page 33 of 72
 Total

2 1 to 2
19
3 to 4

41 5 or more
None

39

Through this survey it was seen that 40 percent of the people travelled 5 or more times a year
which shows a great scope for the hotel industry and hoteliers should focus on these customers
through social media or other internet tools and market themselves in order to fight back the
competition.

Page 34 of 72
Q 5) Do you mostly travel for?

Frequency Percent Valid Percent Cumulative Percent

Valid Leisure 47 47.0 47.0 47.0

business trip 15 15.0 15.0 62.0

to visit family and

38 38.0 38.0 100.0
friends

Total 100 100.0 100.0

In this survey respondents responded by saying that they mostly travel for leisure around 47%
said that and about 38 % said that they travcl to meet their family and friends and 15 %
responded by saying that they travel for business trips . which hotel industry should target this
segment of travelers and offers them unqiuness and comfortness so that they visit the
accommodation again and again.

Page 35 of 72
Q 6 ) What kind of accomodation do you use ?

Cumulative
Frequency Percent Valid Percent Percent

Cottages 3 3 2.97 2.97

Guest House 6 6 5.94 8.91

Hostel 2 2 1.98 10.89

Hotel 58 58 58.42 69.31

Rented
1 1 0.99 70.3
Apartment

Staying
with friends 30 30 29.70 100
or relatives

Total 100 100 100

Page 36 of 72
 What kind of accomodation do you use?

Cottages
Guest House
3% 6%
Hostel
30% 2% Hotel
Rented Appartment
1% Staying with friends or
relatives
58%

To this question respondent resonded my saying that they prefer hotel over the other
accommodation whivh means that hotel industry has a great scope in future so it should focus on
attracting customers with different marketing tool so that they choose their accommodation over
the other.

Page 37 of 72
Q 7) Which of the following Social Media do you use?

Cumulative
Frequency Percent Valid Percent Percent

Facebook
62 62 62.38 62.38

Google + 12 12 11.88 74.26

Twitter 2 2 1.98 76.24

Instagram 13 13 12.87 89.11

I do no use
11 11 10.89 100
any

Total 100 100 100

Page 38 of 72
Which of the following Social Media do you use?

2%
13%

Facebook Google + I do not use any Instagram Twitter

11%

12% 62%

Facebook is the most commonly used social media by the customers which becomes one of the
influential social media marketing tools used by the industry in order to attract the customers
increase their market share. Facebook is the most commonly used social media which proves to
be one of the best Marketing platforms for the hospitality industry in order to attract the
customers.

Page 39 of 72
Q 8) What source you look for information about an accommodation ?

Cumulative
Frequency Percent Valid Percent Percent

Valid family and friends 47 47.0 47.0 47.0

internet accommodation
29 29.0 29.0 76.0
website

social media 17 17.0 17.0 93.0

trip advisor view 5 5.0 5.0 98.0

travel fair 1 1.0 1.0 99.0

others 1 1.0 1.0 100.0

Total 100 100.0 100.0

Page 40 of 72
In this survey maximum number of respondents rely on family and friends (47%) ,and 29% rely
on internet accomodation website and 17% rely on social media which is one of the fastest
growing medium and 5% rely on trip advisor view and 1 % rely on travel fair and other source of
information about booking an accommodation.

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Q 9 ) Do you use social media for?

Frequen Perce Valid Cumulative

Do you use social media for : cy nt Percent Frequency
Before a trip to get other people's opinion about an
accommodation 8 8 8.92 8.92
During a trip to share information about your trip
with friends 13 13 12.87 21.79
After your trip to share your pictures from your trip
with friends 15 15 14.85 36.64
Before a trip to get information about a destination 21 21 20.79 57.43
Before a trip to get information about an
accommodation 31 31 30.69 88.12
After you trip to give reviews about your
accommodation 5 5 4.95 93.07
Before a trip to book an accommodation 7 7 6.93 100

Total 100 100

Page 42 of 72
 Do you Use Social Media for?

After you trip to give reviews After your trip to share your
about your accommodation pictures from your trip with
friends
Before a trip to book an Before a trip to get
accommodation information about a
13%5% destination
15%
9% Before a trip to get Before a trip to get other
7% information about an people's opinion about an
accommodation accommodation
31% 21% During a trip to share
information about your trip
with friends

In this question respondents responded by saying that they use social media before a trip to get
information about an accommodation which means that customer feedbacks on social media
affects the consumer descion about booking an accommodation to a large exetend .

Page 43 of 72
Q 10 ) What booking methods you use to book an accommodation ?

Cumulative
Frequency Percent Valid Percent Percent

Valid travel agent 11 11.0 11.0 11.0

walk in 24 24.0 24.0 35.0

email 6 6.0 6.0 41.0

phone 18 18.0 18.0 59.0

hotel website 13 13.0 13.0 72.0

booking website 23 23.0 23.0 95.0

hotel social media profile 5 5.0 5.0 100.0

Total 100 100.0 100.0

Page 44 of 72
It is important for the hospitality sector especially the hotels or hostels to know what source of
booking methods are used by the customers to book an accommodation. This will help the
companies to develop their online marketing where potential customers are searching for the
information. This question widely showed that people still prefer walk in over other methods of
booking an accommodations, In this survey of 100 respondents it was found that around
24%people believes in walk in which is closely followed by booking website around 23 % and
13 % hotel website least is email which is 6% used for booking an accommodations. Now a
days people are inclined towards internet tools for booking an accommodations .People are
slowly leaving the traditional ways and switching to internet tools for booking an
accommodations in India as survey was conducted in India.

Page 45 of 72
Q 11 ) Which is more important an accommodation should have ?

Cumulative
Frequency Percent Valid Percent Percent
Valid a website 78 78.0 78.0 78.0
a twitter account 2 2.0 2.0 80.0
a pinterest 4 4.0 4.0 84.0
facebook page 16 16.0 16.0 100.0
Total
100 100.0 100.0

Page 46 of 72
E-presence of an accommodation is very important that was clearly seen in this survey through
this question. According to the 78% of the respondents an accommodation should have a
website which shows that how important is it for the hotel industry to have a website which
should be regularly updated with information for its customers in order to attract them ,
followed by 16 % of respondents said that facebook page was also important for them. Growing
usage of social media it has become more important for the companies to have a regular updated
facebook page and to attract the customers through their pages as social media is a low cost
investment of marketing.

Page 47 of 72
Q12) What do you think which is more important on accommodation website.

Valid Cumulative
Frequency Percent Percent Percent
Valid customer
service via 29 29.0 29.0 29.0
email
online booking system 34 34.0 34.0 63.0
customer service via
21 21.0 21.0 84.0
messenger chat
information about the
15 15.0 15.0 99.0
service
information about how
1 1.0 1.0 100.0
to get there
Total 100 100.0 100.0

Page 48 of 72
In this survey of 100 sample size around 34 % of people feels that it is important of the company
to have online booking system . due to IT revolution usage of IT has grown over the past years
and due to busy schedule it has become imporatant for the companies to have online booking
system as people prefer convenienace over money and second highest was customer service via
email and least preferred option wasinformation about how to get there.

Page 49 of 72
Q13) What are your expectations on an accommodation trip adviosr page ?

Valid Cumulative
Frequency Percent Percent Percent

Valid Getting to
know other
customers
opinion on 17 17.0 17.0 17.0
the
accommodat
ion

Communicate with
17 17.0 17.0 34.0
other customers

Communicate with the

40 40.0 40.0 74.0
customer service

Being able to compare

the accommodation 12 12.0 12.0 86.0
with other ones

getting tips from other

customers about the
11 11.0 11.0 97.0
accommodation and / or
the destination

Others 3 3.0 3.0 100.0

Total 100 100.0 100.0

Most of
my respondents answered to this question by saying that they prefer to Communicate with the
customer service over the other options which means that they rely on the communication with

Page 50 of 72
the customer services which are provided by the trip advisor page based on the reviews of the
other customers which they experience by visiting that accommodating and enhances other
customers decision making.

Q14) What are your expectations on an accomodation pinterest page

Valid See pictures
that are not
on the Frequenc Percen Valid Cumulative
29 y 29.0
t 29.0
Percent 29.0
Percent
accommoda
tions
website

see the pictures of

19 19.0 19.0 48.0
services available

See pictures of all the

35 35.0 35.0 83.0
types of rooms

See pictures of the

9 9.0 9.0 92.0
customer service staff

See pictures of the

7 7.0 7.0 99.0
staff in general
Page 51 of 72
Others 1 1.0 1.0 100.0

Total 100 100.0 100.0

Customers prefer to see pictures of all the type of room which means that accommodation should
upload all the pictures in an attractive manner and show case their USP of the rooms in order to
attract people through it so that they prefer their accommodation over the others .

Page 52 of 72
Q15) What are your expectations on an accommodation twitter and facebook
page ?

Valid Cumulative
Frequency Percent Percent Percent

Valid Getting up -
to date
information
8 8.0 8.0 8.0
about the
accommodat
ion

efficiently communicate
online with the 12 12.0 12.0 20.0
customer service

sharing experiences
about the 44 44.0 44.0 64.0
accommodation

Being entertained 22 22.0 22.0 86.0

obtaining better prices

9 9.0 9.0 95.0
than the customers

obtaining special
5 5.0 5.0 100.0 Page 53 of 72
promotions and deals

Total 100 100.0 100.0

It is a social media era and people prefer to share their experience of the accomodation to their
family friends and relatives which could act as a word of mouth for the accommodation . It could
be either positive or negative depends upon people experience and for this people either uses
facebook or twitter to share their experience and their positive experience could act as a source
of information for other people which could be of great impotance for the accommodation as it
will act as a freepublicity for the accommodation and would attract people to visit that
accommodation.

Page 54 of 72
4.2FACTOR ANALYSIS

Factor Analysis of consumer behavior towards social media and internet tools for booking
an accommodation:

Page 55 of 72
Page 56 of 72
Page 57 of 72
As we see from the result that value of KPO test is is nearer to .50 ,it is .477 , Therefore it is
appropriate for factor analysis.

From the result there are 6 factors which strongly explain the consumer behavior towards the
social media and internet tools which they use for booking an accommodation.

FACTO STATEMENT
R1 5

Therefore, above results shows us that the respondents strongly agree with the source they look
for booking an accomodation , they strongly agree that the are dependent on word of mouth from
family and friends which the consider in booking an accommdoation. And social media such as
faceboook and instagram can act as an online platform for family an friends to spread word of
mouth to other potential customers by posting pictures , giving good feedbacks on trip adviosr
pages and check ins , this can cause a familarity of accommodations in particular places for other
potential customers.

So this factor can be named as Online Platform which act as a source for the customers that
they look for information about an accommodation.

Some respondents are not clear about what source they look and are dependent on searching the
information about an accommodation. So Marketing communication of the hotels are
researching to reach wider audience through social media and attract them towards their hotel .

Page 58 of 72
 FACTO STATEMEN
R2 T
1

Current employment situation also acts as an important factor in booking an accommodation.

From my research it was clearly seen that there were large number of respondents who fell under
the age group of 20-29 which were unemployed mostly were students and they travel for leisure
are were greater user of facebook, they act as a potential social media customers for the hotel and
hotels should target them through social media who mostly travel for leisure in order to enjoy
their life .This factor could be renamed as status of employment

FACTO STATEMEN
R3 T
13

Third factor which affected consumer behavior is their expectations from accommodation pin
interest page is that they expect to see pictures from pinterest page which means accommodation
should update their pages from time to time in order to attract customers , this shows the
importance social media in hospitality marketing which is an emerging field of digital marketing.
This factor can be renamed as Customers perception on pin interest page.

Page 59 of 72
 FACTO STATEMEN
R4 T
2

Fourth factor which showed the consumer behavior of booking an accommodation is statement 2
which is how many times he or she travels in a year and this factor can be named as Frequency
of travelling. From this statement it can be concluded that consumer behavior for booking an
accommodation is greatly dependent upon the number of times they travel in a year , their past
experience can act as a same place of stay next time and word of mouth through social media for
the potential customers.

FACTO STATEMEN
R5 T
9

Another factor which is important from the consumer perspective is what is more important on
the accommodation website and consumer responded by saying that is Online booking system.
This shows that hotel using internet tools such as website with online booking system attracts
customers to a greater extend and this factor can be named as Booking help. Hotels should use
internet booking in order to satisfy them.

Page 60 of 72
 FACTO STATEMEN
R6 T
12

Sixth and the most important factor is statement 12 which states the expectations from trip
advisor page and respondents responded by saying that they consider customer feedbacks and
trip advisors ranking about an accommodation to a large extend .This further shows the
importance of social media for hospitality marketing .Hotels should considerably focus on
satisfying customers so that they give positive feedback which can increase their feedback and
give positive word of mouth through social media .This factor can be named as Trip advisors
ervices.

4.3COMPETITORS ANALYSIS

Page 61 of 72
Social Media in the hospitality Marketing

Hospitality sector is a huge sector and I have concentrated my study by including hotel s in
Chandigarh as I had done my summer training from JW Marriott in Chandigarh.

In my research I had found social media had gained importance over the past few years and
companies have also started acknowledging its importance and investing in this marketing as it is
low cost marketing. All 5 star hotels of Chandigarh had a e presence over social media and are
competing with each other over social media.

Three major 5-star competitors in hotel industry in city beautiful Chandigarh was analyzed by
me on the bases of social media and internet tools used by them. These three hotels were JW
Marriott, The Lalit and the Hyatt Regency..All these three hotels have presence over the social
media.

Various modes of social media are used by these three hotels like facebook Instagram twitter, trip
advisor and pinterest. This clearly shows that social media has not only become important for the
hotel but also a medium to attract customers and competed with the rivals by showing strong
existence over the social media as it a low cost marketing and brand and positioning in order to
build goodwill in the city. All the three hotels were using same mode of social media marketing
which directly states the importance of social media among competitors.

Social media provides a platform for 2 way interaction between the customers and the company.
Through their pages it was clearly observed that people witting freely over the pages and giving
both positive and negative feedback on the pages and hotels reverting back immediately with
minimum response time in order to satisfy them by thanking for the positive feedbacks and
apologizing on the behalf of associates for the negative feedback so that they dont lose their
customers as customer satisfaction is the main aim of any company. All the feedbacks of the
customers are responded by the general manager of the hotel who is highly active on social
media .He is the person who not only responds to the customers feedback but also tweets on
twitter account of the hotels official page.

JW Marriott Chandigarh came into existence in 2011, The Lalit came into existence in 2014
where as Hyatt Regency was inaugurated in 2016. All these 3 hotels have good hold in the city

Page 62 of 72
and were cut throat competitors but JW holds the major market share in the city and even in
social media closely followed by Lalit and Hyatt lags little behind these two hotels.

Growing Social media is of great importance for these hotels to survive into these cities as they
do have potential customers over social media.

All these three hotels are active especially in Facebook as it is the most preferred social media
medium in which customers are highly active, By analyzing their face book page Marriott has
774 posts being the oldest in city and Lalit has 379 posts and Hyatt has only 50 post
approximately as it came in existence this year only. Approximately all the hotels have 1-3 posts
uploaded daily. Marriott is highly active on Facebook as compared to Hyatt and Lalit.

All these three hotels use social media as important tools for marketing. Now a days social
media has been used as a powerful tool for branding and positioning.. By increasing the fan
base, Facebook enhances the business's organic listing, improves brand reputation, and allows
the business to offer unique deals. Facebook is not only used by them to promote their hotels
events , dishes or USP but all they promote their chefs , associates and internal affairs in order to
boost up the morale of the employees they not only aim customer satisfaction but also value their
associates . Marriott believes in the philosophy that takes care of the employees and they will
take care of their customers.

Instagram is used by these three to promote their dishes, and USP of their variety of cuisines and
hotel services offered by the hotels. And the maximum followers is of Lalit about 4230 followers
and 1124 post where JW Marriott has 866 followers and about 326 post and Hyatt Regency has
380 followers and 26 posts which clearly means that Lalit has a strong hold on instagram and has
huge fan following as compare to other hotels and people follow hotel Lalit more which means
that Lalit use it more in order to target its potential customers.

Trip advisor is also a powerful tool of interaction between the customers and the hotel as it is
important for the hotel to understand the needs of the customer and satisfy them so that they
dont lose their loyal customers

TRIP ADVISOR REVIEWS

Page 63 of 72
JW MARRIOTT CHANDIGARH

THE LALIT CHANDIGARH

HYATT REGENCY CHANDIGARH

Page 64 of 72
By reviewing their trip advisor reviews it was found that Marriott has 827 reviews from the trip
advisor community and ranked 2 and Lalit had 282 reviews and ranked 3 and Hyatt Regency
have 59 reviews from the trip advisor community and ranked 7. Theses rankings are based on
customer feedback all these data was analyzed till the month of June 2016. Marriott had good
reviews and being the oldest in the city it has a strong position in the market.

Even the twitter Marriott has the largest followers as compared to the other two hotels, from the
above data it was observed by me that JW is highly active on social media and target its
customers through social media only. Being the most influential and powerful medium JW
Marriott is making a good use of this low cost marketing in the city and targeting its potential
customers through this. Facebook being the most influential medium as it is most vitally used
these hotels are mostly active on face book as compared to other mediums.

Pinterest is also being used by the all these 3 hotels in Chandigarh but is not vitally used as
compared to facebook and twitter and instagram.

4.4 INTERNET TOOLS IN THE HOSPITALITY MARKETING

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In this I have concentrated my study on the hotel industry in Chandigarh. I have analyzed 3
major five star hotels of Chandigarh i.e. JW Marriott Chandigarh, The Lalit , Hyatt Regency.

The various internet tools used by these 3 hotels are Google, business online website , search
engine optimization

The websites of these three hotels were analyzed in June 2016. All these 3 hotels have a website
with good web usability. All the 3 websites were different from each other in their own way
using different color combinations and options in order to make it different in their own way ,
The one major difference which I observed in the 3 websites was that Marriott was the only
website which had their all guest review written on their website and other two hotels do not
showed the customer reviews on the website . Lalit and Marriott had the direction option on the
website which Hyatt regency lack on their website. The components investigated with the ease of
use hypothesis were the connections ,configuration of the site , route effectiveness and the
outline of the site .BY breaking down all these three components in the site it was found that
every one of the connections was working , locales was anything but difficult to explore and
pages were working , they had a booking framework coordinated in the site and consistently
upgrading.

Website and Web Usability

The first thing marketers usually do is to create a website in order to show their e-presence .The
website should be design in such a manner which gives complete information about the hotel to
it customers , website should be made in such a manner which is easy to use so that customers
visit the website again and again and they do not find any problem in using it and website
should provide the complete information about the hotel , By observing these 3 hotel I found
that their websites was user friendly and provided complete information about the hotels and
navigation links was also included overall all 3 hotels has a user friendly websites. The more
innovative is the website the more traffic it will have and more customers will get attracted
which will be bring more traffic to the website.

SEO - Search Engine Optimization

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.At the point when the Accommodation has made its site with quality substance then next step is
SEO .It is a web promoting procedure. IT contains how web index functions ,and what
individuals hunt down .After SEO is framed then next stride is to advance an organization in
social media. This permits the settlement to convey more activity to the site to build their rank in
Google and other web index.

Taking the four focuses content, watchwords, connection and social into thought that will help
the settlement in vanquishing the assignment of having an internet searcher advanced site. In my
watching all the 3 lodgings has a reasonable decent website streamlining. With this the site will
be immediately seen via web crawlers which will more easy to understand for its clients and will
draw in clients towards the site
JW Marriott ranks number 1 in SEO in Chandigarh and is followed by The Lalit on 2 ranks and
Hyatt has no such SEO ranking on Google.
GOOGLE +
Even in Google plus all the 3 hotel websites has a good visibility with proper information,
navigation, Google maps, address, websites links ,phone numbers, modes of payment excepted,
operating hours etc. All these 3 hotels have made user friendly account in Google + by
understanding the relevance of inter tools in marketing and knowing the competition level and
are making creative websites in order to have competitive edge over the other in order to face
competition and survive in market .

CHAPTER: 5
Page 67 of 72
MAJOR FINDINGS OF THE STUDY

Page 68 of 72
CHAPTER: 6

CONCLUSIONS AND RECOMMENDATIONS

Although most accommodations in Chandigarh have sites for their clients, and all are utilizing
social media. Most sites has a decent web ease of use to keep the clients on the site and make
them return. Great web ease of use will likewise keep guests on the webpage, with the likelihood
to change them into clients.

Three hotels of Chandigarh were analyzed which had their social media nearness and utilized it
for advertising which demonstrates the new period of promoting, which is valuable for
neighborliness e-marketing.

It helps the organization to drive more activity on the accommodation site, expand
correspondence with clients, enhance online impact, achieve more potential clients, and gets
higher positioning in the internet searchers results, along these lines connected to site design
improvement.

Social media, for instance, Facebook, Twitter, Trip Advisor, Google +, and Pinterest Have each
and every together billion of people, which makes them greatly accommodating for associations
for e-promoting. For accommodation industry it is a huge measure of potential customers. Also
every one of those social media is definitely not hard to use for associations and an impressive
measure ought to be conceivable with them.

Along these lines it is endorsed to lodgings to start making and using business profiles on those
essential Social Media. Additionally, e-advertising on social media is in the blink of an eye
growing rapidly. In this way it is recommended to use social media to not be forsaken. Social
media will continue

To make for associations and concerning accommodation associations new applications on

Facebook for direct cabin bookings are appearing.

Page 69 of 72
The client conduct study, albeit generally an Indian client perspective, Demonstrated that these
days Internet is a critical part in the exploration for data

While sorting out an outing. In addition clients' audits are viewed as essential to peruse to get an
assessment around a settlement.

In this manner an organization ought to dependably track its audits, on Trip Advisor and Google
+ in any event, and answer each of them, particularly negative once. Not noting negative inputs
can do terrible exposure for an organization, as informal exchange can go truly quick through the
web.

REFERENCES

Page 70 of 72
Altinay, L. & Paraskevas, A. 2008. Planning research in hospitality and tourism.
Amster Charles worth, A. 2009. Internet marketing: a practical approach. Oxford:
Butterworth-Heinemann.dam: Elsevier Butterworth-Heinemann.
Fink, A. How to conduct surveys: a step-by-step guide. 3rd edition. Thousand
Oaks: Sage.
Kotler, P., Bowen, J. & Makens, J. Marketing for hospitality and tourism.
4th edition. Upper Saddle River, NJ: Pearson Prentice Hall.
Social Media marketing in tourism and hospitality
Marriott Chandigarh website.. http://www.marriott.com/hotels/travel/ixcjw-jw-marriott-hotel-
chandigarh/
Marriott Global Social, M hub
Trip Advisor 2016-https://www.tripadvisor.in/Hotel_-Reviews-JW_Marriott_Hotel_Chandigarh-
Chandigarh.html\
JW Marriott Facebook page https://www.facebook.com/jwmarriotthotelchandigarh/
LaIit Chandigarh Facebook page https://www.facebook.com/search/top/?q=lalit%20chandigarh
Hyatt Chandigarh facebook page
https://www.facebook.com/HyattRegencyChandigarh/?fref=ts

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