IndexCustomer Relationship MarketingService CommunicationsDemand and Capacity ManagementPerformance MeasurementConclusionThe staff members of every hospitality and tourism organization are its most important asset. The way their work is managed (facilitated) has a direct impact on the success or failure of the organization. The basic management process is the same in almost all types of organizations and consists of six basic functions that affect all resources, including staff members. These functions are listed in the figure which also provides an example of the HR responsibilities applicable to each function. Say no to plagiarism. Get a tailor-made essay on "Why Violent Video Games Shouldn't Be Banned"? Get an Original Essay Customer Relationship Marketing The appreciation of relationship marketing lies in building and maintaining long-standing relationships with customers, which has a great impression on various organizations in the industry. West. However, due to ethnic norms and modifications, the same term cannot be applied in the local context. This study is primarily drawn from data collected through an online survey from five-star hotels in Bangalore city. The purpose of this research is to draw hoteliers' attention to relationship marketing and propose the use of this term for existing strategies currently used in hotels. The extensive literature review of strategies practiced in the hotel industry supports the mapping of strategies into a distinct term: Relationship Marketing. The main purpose of the study is to develop a literature-based framework for hoteliers to implement and practice the new term in the hotel industry. The study concludes with a blueprint and recommendations on using the new term to improve customer relationships and loyalty. The proposal attempts to investigate the relationship between employee branding, employee behaviors and service quality. There has been a notable improvement in the service delivery system of the hotel industry and the concept of CRM has taken on a new dimension and is gaining momentum in this industry. The present study on CRM concludes that almost all the owner/managers of the selected hotels in Ludhiana were aware of the concept of CRM and are practicing it in their respective hotels. However, high/medium rate hotels practice it to a greater extent and low rate hotels practice it according to their convenience. Companies are undertaking various activities for customer acquisition, customer development through customization and personalization, and customer retention. Additionally, CRM practices help hoteliers increase customer satisfaction, build customer loyalty, and loyalty, which results in increased market share and high profitability. Relationship marketing is a topic that broadly addresses customer loyalty. By satisfying customers, the purpose of relationship marketing is to build loyalty among customers to purchase additional products from the company and recommend others to do the same. This is an essential marketing strategy that must be used in conjunction with almost every product and service today in order for the parent company to be successful. Relationship marketing is one of the areas with greatest expression in the marketing field, recognized not only by the academic world but also by professionals. Its application in the business world is increasingly visible. It's not just the multiple configurations of direct marketing that are increasingly being used and enteringfield (not limited to physical mail) such as mobile marketing; rather it is also the individualisation of products, it is the growing use of services, it is loyalty programmes, it is precisely the multiple channels of interaction with the customer. This work is an open book of information for newcomers to the hotel industry. This study is an auxiliary information tool to be considered as one of the elements for the provision of services in the hotel sector. This study concept can be applied in other industries by adding the common secondary terms used in that particular industry. Service communicationsCommunication can be defined as the activity aimed at establishing an agreement to transmit information as one of the fundamental pillars of social life and organizational structure as well as the activity of building relationships between organizations and groups. Healthy communication is necessary so that people can get to know and understand each other better, create better-functioning organizations, and solve problems more easily (Sabuncuoglu & Tüz, 2001; Ruck & Welch, 2012). If communication problems in an organization are not given adequate importance, it may not be possible, for example, for people to have better relationships within that organization. Communication has various definitions and descriptions in the literature. Writers have suggested that communication is the activity of exchanging messages or thoughts by speaking, pointing, or writing; in reciprocal terms, however, they define it as a process of exchanging messages and suggest that the communicative event occurs when the messages have been completely conveyed. Communication has also been defined as the process of transmitting a message containing information from a source to a recipient and has been referred to as a term expressing the exchange of feelings and thoughts between people. The human factor emerges as the most important factor for organizations in the hospitality industry due to its labor-intensive quality. Communication is considered an important factor in tourist facilities and especially in hospitality facilities where the human factor is significantly important for the constancy and regularity of workers' activity as well as for the sustainability and efficiency of organizations. An accommodation facility that does not properly utilize communication channels may not be able to carry out its activities regularly and correctly, as this specific industry provides services to humans by humans as a labor-intensive industry. Human beings who are positively or negatively affected by any behavior, spoken word and attitude make their decisions as a result of these interactions. And communication is one of the fundamental characteristics that differentiate humans from all other living creatures (Sener, 2001; Öztürk & Seyhan, 2005). Demand and Capacity Management Capacity management is an essential responsibility of the operations function. The goal is to match the level of capability to the level of demand both in terms of quantity (how much) and capacity (the mix of skills to meet product/service specifications (Hill, 2000, p. 184). the hotel market represents a great challenge for hoteliers, because simply selling the landscape, nature or comfortable beds is no longer enough, so hotels must adopt appropriate strategies to be successful, guarantee the survival and growth of their hotels through profitability in this competitive era, one of these strategies is capacity management, i.e. the ability to balance customer demand and system capacity.