Khar Education Society

College Of Commerce and Economics

Project Report On:

LEELA V/S HYATT HOTEL

Submitted By:
Ms. Mittal Prakash Jadav
T.Y.BMS
Roll No.: S-316

Project Guide:
Ms. Rupa Adatia

Bachelor of Management Studies

2010-2011

1
 Declaration

I, MITTAL JADAV , student of Khar Education Society College Of

Commerce and Economics, Khar (W) of T.Y.BMS hereby declare that I

have completed this project on LEELA V/S HYATT HOTEL in the

academic year 2010-2011. This information submitted is true and

original to the best of my knowledge.

Date: 13st September 2010

Signature of
Student
Ms. Mittal Jadav

2
 Certificate

I hereby certify that Mittal Jadav student of Khar Education Society

College of Commerce and Economics, Khar (W) of T.Y.BMS has

completed a project on “LEELA V/S HYATT HOTEL” in the academic

year 2010-2011. The information submitted is true and original to the

best of my knowledge.

Signature of Project Guide

Ms. Rupa Adaita

Signature of Co-coordinator

Ms. Jaya Dudani

Signature of Principal

Ms. Nandini Deshmukh

3
 Acknowledgement

I would like to thank in my own humble way my

supervisor for his guidance and supervision, which
has played a vital role in the completion of this Project.

I would be failing in my duty if I do not thank the

students, teachers and people who cooperated in the data
collection.

In addition I am thankful to my family who has been

supportive of my work. I am extremely grateful to my
parents who always wanted the best for me and
encouraged me to persevere.

Ms. Mittal Jadav

TABLE OF CONTENTS:

4
Contents: Page No:

• How to start a Hotel? 6

THE LEELA
• The Leela, Palaces & Resorts 7
• The Leela, Kempinski Mumbai 9
• Hotel Facilities and services 10
• Hotel Accommodations 17
• Policies 20
• Procedure 22
• Standard 23
• Budget 24
• Swot analysis 25

HYATT
• Global HYATT Corporation 26
• History 27
• Hyatt Regency, Mumbai 28
• Hotel Facilities and services 29
• Hotel Accommodations 36
• Policies 37
• Procedure 38

• Standard 39
• Budget 40
• Swot analysis 41

Conclusion 43

Bibliography 44

5
 HOW TO START A HOTEL?
In order to start any hotel, there is certain procedure to be followed by any
organizational.

 Planning is considered to be the most essential step for starting any

business. So without planning, formation of the hotel is also not possible.

 Planning includes the following steps:

a) Allocation of funds.
b) Market research.
c) Analyzing of the information collected.
d) How to co-ordinate the manpower.
e) How to actually implement the following resources.

 Collecting information about the area where the hotel is supposed to be

set up, in respect of its size and surrounding location and also about the
number of hotels running in the vicinity.

 The next step is to approach the BMC for their approval in order to run the
hotel on the location selected.

 In any deluxe hotel there has to be better and additional facilities for which
approval and license is required from respective authorities of the
government.
For example: a) for opening any heath centre and gymnasium they
Need to acquire NO OBJECTION CERTIFICATE (NOC) from the
BMC Health Dept.

 They also need to appoint manpower having qualified degrees in hotel

management.

 Arrangements should also be made in providing proper room facilities,

sitting space, etc.
Care should also be taken in respect with the sizes and architecture of the
rooms. Interiors should be made comfortably as to not create any
inconvenience to the customers.

6
 INTRODUCTION

THE LEELA
Palaces & Resorts

THE LEELA, GOA

The Leela Palaces and Resorts, four of India's finest deluxe hotels, hallmark
the essence of India in Mumbai, Goa, Bangalore and Kovalam. The Group
has established a global leadership position in the 5-star luxury hotel and
resort industry for the world's most discerning business and leisure travelers.
The proximity to International airports and central business districts, strategic
location, individuality, architectural aesthetics, lush greens and the intrinsic
Indian culture and heritage distinguishes the group from the rest. The Leela is
committed to striving for excellence and exceeding expectations based on the
ancient Indian philosophy that the 'Guest is God'

7
 Kempinski hotels and The Leela Palaces & Resorts have extended their
partnership in India. In addition to The Leela Kempinski hotels in Mumbai,
Bangalore, Kovalam and Goa, five new hotels in Gurgaon Delhi, Udaipur,
Chennai, Hyderabad and Pune will be included in the agreement in the next
four years. The year 2008 will see the launch of at least two more business
hotels, one in Chennai on the Marina beachfront and the second in
Hyderabad which will set new benchmarks for luxury in this city of Charminars
and biryanis. The Indian hospitality industry is experiencing a boom and most
international brands are constantly looking for entry opportunities in this
market especially with inbound and outbound travel soaring from India.
The five new hotels and the expansion of The Leela Palace Kempinski in
Bangalore will see addition of 1600 rooms to the group inventory of 1006
rooms now.

MISSION STATEMENT:
Hoteliering has gone beyond the status of an industry. It is today an art form.
It starts with innovation, continues the search for excellence, and finally
celebrates perfection. These are precisely the three pillars on which The
Leela Group has built its reputation.
• Innovation
• Excellence
• Perfection
They also represent the three faces of modern India. The India which
dares to take on the world with its world-class technology, its great tradition '
enriched over the centuries and its obsessive desire to be hospitable to
travelers from all over the world. But beyond all this is the simple fact: We
love and enjoy people. It is this that has made us what we are. It is this that
must inspire us in the years to come.

8
 THE LEELA
KEMPINSKI MUMBAI
The Essence of India

Set amidst 11 acres of lush landscaped gardens, cascading waterfalls, lotus

pools and fountains, The Leela Kempinski, Mumbai is a 5minute drive from the
international airport and 15 minutes from the domestic airport. Located in close
proximity to North Mumbai’s commercial center and export, it is an oasis of
tranquility amidst a concrete jungle.

It’s never too easy to stay in the hospitality industry especially with
younger competitors showing plenty of enterprise in the market. But The Leela
Kempinski Mumbai continues to reinvent itself with fresh ideas, even better
standards and a world-class product. The Leela Kempinski Mumbai closed as
one of the top two hotels in North Mumbai in Revpar, says Indrajeet Banerjee,
Head-Sales and Marketing, The Leela Kempinski Mumbai.

Typical of The Leela, the new Royal Club rooms will Under-promise and
over-deliver, increasing the expectation level of the guests. The strong customer
response and buoyancy in the travel economy has prompted the hotel to look at
healthy growth in revenues.

9
THE LEELA KEMPINSKI, MUMBAI

10
 HOTEL FACILITIES AND SERVICES

423 elegantly furnished deluxe rooms & suites Large business desk
in all rooms
Electronic safe in all rooms
2 Line telephones in all rooms
3"' phone in all the bathrooms
100 channel cable TV
Fully stocked mini-bar
Broadband high-speed internet access
Business Centre
Concierge Services
24 hr In-Room dining
Laundry & Dry cleaning
Daily City Coach
Board rooms & Meeting rooms
Beauty Parlor
Health Club & Fitness
Massage Service
Outdoor Swimming pool & Squash Court

DINING & ENTERTAINMENT

Citrus - All-day Dining Restaurant
The Great Wall- Chinese Cuisine
Fiorella - Italian Cuisine (Under Renovation from 1st March
- Dec 2005 )
The Lobby Lounge
Six Degrees - The Cosmopolitan Bar
Zaha - Lounge bar / Night club

OTHER FACILITIES
Shopping Arcade Limousine and Car Hire Services
Parking for 150 cars Foreign Exchange Services
Travel Agency Post and Parcel Services
Pastry Shop Same day Laundry Services
Art Gallery Baby Sitting
Concierge Florist

11
 Ballroom

Deluxe suite

Restaurant

12
Different packages till December
BED & BREAKFAST

A great start to your day - Bed & Breakfast Packages available in every
Kempinski Hotel Worldwide!

What the package includes

* No credit will be provided if you choose to forego breakfast on any given date
during your stay - reserved at the Bed & Breakfast rate.

* Breakfast is served only in the main restaurant during normal breakfast meal
operating hours.

* Breakfast, as included in the Bed & Breakfast Package, may be also served by
Room Service delivery to the room, for an additional service charge.

* Entitlement to breakfast included in the rate expires at the end of the normal
serving time for the breakfast meal period in the hotel's designated breakfast
restaurant.

• Additional guests may be subject to additional hotel charges.

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 1. WEEKENDS AT KE MPINSKI

Weekends as Weekends should be!

What the package includes

Weekends at Kempinski hotels are now more attractive!

Enjoy luxurious accommodations at your chosen Kempinski hotel, wake up at

your own pace and take advantage of an all day breakfast(*) service and a late
check-out (subject to availability) on your day of departure.

Time for a romantic weekend, to discover a new destination or just that weekend
away relaxing in the spa. Discover exciting locations worldwide with Weekends at
Kempinski. Weekends as weekends should be!

* for arrival on Fridays or Saturdays at Kempinski hotels in Europe, Africa and

Asia; or

* for arrival on Thursdays or Fridays at the Kempinski hotels located in the Middle
East.

* reservations must be made for a minimum of two (2) nights and a maximum of
three (3) nights.

(*) Breakfast served in the main restaurant during normal breakfast meal operating hours.
Outside the normal breakfast meal period, Continental Breakfast will be served in the
room, upon request, by In Room Dining service.

3. KEMPINSKI BUSINESS PACKAGE

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Make your next business journey a great success and reserve the
Kempinski Business Package which includes

* Breakfast * Internet access * Laundry

What the package includes

Kempinski hotels are now offering a limited time Kempinski Business

Package at its city hotels, inclusive of:

* Room (single or double occupancy)

* Breakfast (for up to 2 people)

* Internet access (wired or wireless, for one computer)

* One item of laundry (washed and/or pressed)

* One bottle of water in the room

The Kempinski Business Package is available for stays of 2 or more

nights. To take advantage of this package, make your reservation online
at Kempinski.com.

EARLY BOOKER

15
 Book Early and save up to 20% on your Luxury vacation or business trip

What the package includes

Plan your business or leisure trip early and take advantage of Kempinski's
Early Booker Rates, reflecting a discount of 20% on published rates.

For the best rates available, make your reservation online at

Kempinski.com, at least:

 7-30 days before the date of arrival, for city hotels*

 90 days before the date of arrival, for resort hotels*

and pre-pay your stay at the time of reservation.

Planning ahead has never been so attractive.

SUITE EARLY BOOKER

Living in a Suite - Enjoy remarkable european flair and save up to 40%*!

What the package includes

Plan your business or leisure trip early and take advantage of Kempinski's
Early Booker Rates for Suites, reflecting a discount up to 40%* on
published rates.

For the best available rates, make your reservation online at

Kempinski.com, at least:

* 7 to 14 days before your date of arrival*

and pre-pay your stay at the time of reservation.

Planning ahead has never been so attractive!

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 SERVICES
24 hour Services :

• Business Centre
• Concierge Services
• Doctor on call
• Duty Manager
• In-Room Dining
• Laundry and Pressing

4 Restaurants, a Lounge and a Bar

Art Gallery
Baby Sitting Service
Beauty Salon
Boardrooms and Meeting rooms
Broadband and Wi-Fi internet access (chargeable)
Car and Limousine Hire Service
Concierge
Courier Service
Daily Shuttle to South Mumbai
Express Laundry Service
Florist
Foreign Currency Exchange
Gymnasium
In-Room electronic laptop compatible safes
International Satellite television channels
Night Club
Outdoor Parking available
Outdoor Swimming pool
Power adapters upon request
Private Bar ( Mini bar)
Shopping Arcade
The Spa
Tour Guides
Travel Desk

17
 HOTEL ACCOMODATIONS

Many Mumbai luxury hotels offer guests a range of accommodation choices, but
none manage to combine luxury with traditional charm to provide a warm and
secure abode like The Leela Kempinski Mumbai. Offering guests a wide choice
of 390 rooms and suites including Presidential Suites, Deluxe and Executive
Suites and exclusive Royal Club Parlours, all equipped with modern amenities
and premier services coupled with spectacular views across Mumbai.396 rooms
and suites including 1 Presidential Suite, 3 junior Presidential Suites, 11 Royal
Club rooms of 75sqm. Each room at 396 rooms and suites including 1
Presidential Suite, 3 junior Presidential Suites, 11 Royal Club rooms of 75sqm.
Each room at The Leela Kempinski, Mumbai is attended to with meticulous care
and sensitivity for their guest’s personal and business needs.The Privilege Club
is located on the upper floors. This exclusive accommodation has its own
personalized butler service, check-in counter, versatile club lounges, well-
stocked library, private boardroom, 24hrs in a room dining & dedicated concierge
services.
BANQUET AND CONFERENCE ROOMS -
DIMENSIONS
Area 11.5 X 5,6mts
Ceiling Height 9 ft.
Maximum number of 30
Guests

THEATRE STYLE/ AUDITORIUM STYLE

Head table maximum 3 Guests
Service area 6 ft.
Table area 6 ft.
Rows in length 6 rows
Rows in breadth 5 rows
Capacity 30 Guests

CLASS ROOM STYLE

Maximum 10 tables with 2 chairs each
Maximum capacity 20 Guests
CASUAL SEATING
Maximum capacity 30 Guests
BOARD ROOM STYLE
Maximum capacity 18-20 Guests
NO U - SHAPE
POSSIBLE
Power Supply 2kw
Voltage 220/240 Volts.

18
RATES & RESERVATIONS

At The Leela Palaces, Hotels and Resorts, we believe in offering the most
enjoyable service. Therefore, our online booking is the simplest, most enjoyable
way to book your stay at any one of our properties. The Leela Kempinski Mumbai
warmly welcomes you in an oasis of tranquility to enjoy their special offers.

Tariffs & Policies

Room Name Until 31st December 2010

Single Double

Premier City View 17000 18000

Premier Pool View 18000 19000

Royal Club Room 21000 22500

Royal Club Parlor 26000 26000

Executive Suite 26000 26000

Deluxe Suite 35000 35000

Junior Presidential Suite 50000 50000

Presidential Suite 150000 150000

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Terms & Conditions:

• All rates are exclusive of applicable taxes.

• Check-in time is 1400 hrs and checkout time 1200 hrs.
• All reservations must be guaranteed at the time of booking. All major
credit cards are accepted.
• Published tariff is subject to change without prior intimation.
• The special terms & conditions may be applicable to certain promotional
rates or during the blackout periods.

Young Guest's Policy:

• Up to two children below 12 years of age can stay in the parent's room at
no additional charge (on a room-only basis) should no extra bed / mattress
be required.
• We would not be able to honor any request for a room to be shared by
more than two adults and two children below the age of 12 years.
• Should there be more than two children; a separate room will be allocated
at the parent's applicable room rate.
• Kindly note that we would not be able to provide an extra bed option owing
to the layout and the interiors of the room/suite.
• Triple Sharing: Triple sharing of rooms by guests more than 12 years of
age will not be entertained

Smoking Rooms:

• Effective 2nd October 2008, the Government has introduced "No-

Smoking" legislation for hotels, restaurants and all public places. As a
consequence, smoking is prohibited in all parts of the hotel except in
designated bedrooms where smoking is permitted.
• The hotel has dedicated smoking guest bedrooms. Should you desire a
smoking bedroom, please let us know. We shall endeavor to reserve a
smoking bedroom for you, subject to availability.

Cancellation / Amendment / No show Policy:

• We require any cancellations / amendments to be made 48 hours prior to

arrival, to avoid a one night retention charge. All No Shows will be liable
for a one night retention charge. The stay is guaranteed for the entire
duration and any check-out before the above mentioned departure date
will be charged in full.

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 POLICIES
The Board Members and Senior Management Personnel must act within the
authority conferred upon them and in the best interests of the Company and
observe the following Code of Conduct:

1.Shall act in accordance with highest standards of integrity, fairness and

ehical conduct while working for the Company as well as in representing the
Company without their judgment being subordinated and also to fulfill their
fiduciary obligations.

2. Shall not involve themselves in making any decision on a subject matter in

which a conflict of interests arises or could arise, between their personal
interest and the interests of the Company. In the event of apprehending such
conflict of interests the relevant facts shall be disclosed in writing explaining
the circumstances that would create or could create the conflicts of interests
to:
(a) the Board of Directors in the case of Directors (whole-time and non-
executive) and
(b) Vice Chairman and Managing Director in the case of Senior Management
Personnel for further directions in the matter.

3. Shall not hold any positions or jobs or engage in outside business or other
interests that adversely affect the performance of duties of the Company.
Whole-time Directors and Senior Management Personnel are expected to
devote their full attention to the business interests of the Company and as,
more particularly, subject to terms and conditions laid down in their respective
contracts / appointment letters.

3. Shall immediately bring to the notice of the Board about any unethical
behavior, suspected fraud or violation of the Company’s policies.

4. Shall be free to pursue any kind of civil / political activities and can become
Member or Office Bearers of any Trade Organization so long as it does not
adversely affect or is detrimental to the business investors of the Company.

5. Shall comply with all applicable laws, rules and regulations and any
violation thereon may make them personally liable. Directors and Senior

21
 Management Personnel may be subjected to disciplinary action by the
Company for violation of provisions of law.

6. Shall ensure that the Company’s services are made available to the guests
in line with the Company’s philosophy that is “Athithi Devo Bhava” i.e. Guest
is God and shall not make any misleading statement about the competitors or
indulge in any unfair trade practices.

7. Any information concerning the Company’s business, its customers,

suppliers, etc, which is not in the public domain and to which the Board
Members and Senior Management Personnel have access or possesses
such information, must be considered confidential and held in confidence,
unless authorized to do so and when disclosure is required as a matter of law.
No Board Members and Senior Management Personnel shall provide any
information either formally or informally, to the press or any other publicity
media, unless specifically authorized.

8. Shall not encourage any activity that would result in misusing the
Company’s assets. This would include both tangible and intangible assets.

9. Shall be committed to shareholders’ worth value and shall strictly comply

with all regulations and laws that govern shareholders’ right. The
shareholders shall be informed about all relevant aspects about the
Company’s business and disclose such information as may be required from
time to time, in accordance with applicable rules and regulations.

10. Every person employed must work for their respective working hours. If
any employee is on a leave it must be informed to the concerned authority
well in advance. If greater number of employees is on a leave at the same
time, then 10% additional workforce is employed.

22
 PROCEDURE
The hotel LEELA has its own procedure for running the management of the
hotels they are somehow same to common procedures of all other hotels. The
first thing is to appoint work force according to their respective qualified degrees
required which is divided into operational n administrative workforce. The
administrative workforce is the one wherein they handle back office work to
finance dept looks after the records n accounts n other expenses right from the
beginning of their business n operational workforce includes waiters , security
guards, supervisors, managers, laundry men, etc.. Which takes care of customer
priority. When a customer checks in irrespective of nationality they have to fill the
check in form then the details of the customers is to be recorded in the register
form which includes all imp details names, permanent address, their visa validity
n passports if foriegner.After checking n verifying all the necessary details the
rooms are allotted according to their willingness. In Leela’s, the amount which the
customer pays for their stay 80% of the amount amenities are provided to them.
special treatment is provided to VIP's n sole care, attention n security is given.
Special concessions are given to customer who visit often. Proper services are
provided to customers according to their needs.

23
 STANDARD

As we know that The Leela Kempinski is today known as one of

the best five stars hotels in Mumbai. Foreigners usually prefer to stay in this
deluxe hotel. Therefore, it needs to maintain its own standard and reputation in
order to be a part of customer’s best choice and also to achieve their own level of
expectation.

In order to maintain this they have taken many standardized policies and
step. For a start to make back up plans in case something goes wrong. There are
workers training program which trains them to be one the best service provider.
They also look upon the various customers problem and take a keen interest to
solve as their one policy is “GUEST ARE GODS!”

Also to achieve their level of expectation they try to maintain their all
departments connected to each as their prime motto is customer’s satisfaction.
All the heads of the various departments are ordered to maintain a grade in their
respective field.

Observation, analysis, and adjustments are also frequency used by the

hotel managers in order to provide a better standard.

Proper time management is today where The Leela have really gone
through. Their main priority is TIME IS WORK.
For example: 1) Time management between workers is very important.
2) Service to the customers is provided on proper time.

Standard is also maintained by the reinforcement of the work force. This

helps them to be flexible in their field and also in the respective departments.
Changeability in their various policies from time to time helps them to improve at
every step. This also leads them to be a better in respect of customer
satisfaction.

24
 BUDGET
A budget is a plan for income or outgo, or both, of money, personnel, purchased
items, sales items, or any other entity about which the manager determining the
future course of action will assist in managerial efforts.

The Leela, being a huge organization budget is to be carefully set up and

analyzed properly by the finance department. There are different departments in
the Leela as every other company such as Human Resource, Hygiene, Food and
Beverages, Health, Engineering, Security, etc. Every department is supposed to
prepare and submit their respective budgets. Later, a meeting is summoned and
accordingly, it sets up the budget annually taking into consideration the budget
submitted by various departments.

Budget also includes salaries and other expenses for the services provided
by the operational and administrative workers.
If additional manpower is required, then all the related expenses are to be
adjusted within the parameters of the budget.
Eg 1) The Leela sets up an annual budget of Rs100crores and if only 80crores is
used then they are accountable to the finance department. Similarly, if excess
amount is used they are liable to answer.
2) If 80crores are earned in 365 days it is divided by the number of rooms
and the average by it is the average room realization (ARR) of the hotel.

When foreigners check in, it is obvious that they won’t have Indian currency.
So the finance department needs to have clearance from the Reserve Bank of
India (RBI).
As stated above, budget also includes the incomes or the revenues collected
by the company for the services rendered. In order to accomplish the task they
generally collect the revenues in two forms:
a) 80% of the revenue is collected by the way of charging the customers for the
rooms allotted to them.
b) 20% by the way of other facilities provided to the customers.
This year too, The Leela Kempinski, Mumbai, is doing well. And their
profits tell it all. Revenues are up 42% and average room realization (ARR) has
grown by 26%. Thus, The Leela Kempinski, Mumbai continues to benchmark
itself against the best in the international market. As a part of this strategy, it has
rolled out an Rs.104crore product enhancement plan which is nearing
completion.

25
 SWOT ANALYSIS
Strengths
• Premium brand image enables it to command high average rate of
returns.
• Market leadership position in Bangalore Territory.

Weaknesses
• Excess dependence of revenue on Mumbai and Bangalore.
• No presence in mid segment could lead to missing the spurt in Indian
tourist interests.

Opportunities
• Boom in hotel industry
• Commonwealth games to propel demand.

Threats
• Upcoming huge room supply in all major cities
• Civic unrest or acts of terror

26
 HYATT REGENCY GRAND CAYMAN
INTRODUCTION
GLOBAL HYATT CORPORATION
There are 215 Hyatt hotels and resorts (over 90,000 rooms) in 43 countries around the
world, operating under the Hyatt, Hyatt Regency, Grand Hyatt, Park Hyatt, Hyatt resorts,
Hyatt place, Hyatt vacation club and Summerfield Suites. Brands. Currently, there are an
additional 38 Hyatt hotels and resorts under development, including 13 new hotels in
China. Hyatt Corporation (domestic U.S., Canada and Caribbean hotels) and Hyatt
International Corporation (international properties) are subsidiaries of Chicago-based
Global Hyatt Corporation. Global Hyatt Corporation is also the owner of Hyatt Vacation
Ownership, Inc. (timeshare), Hyatt Equities, L.L.C. (hotel ownership), and U.S.
Franchise Systems, Inc.

27
HISTORY OF HYATT CORPORATION
Hyatt Corporation opened its first hotel on September 27, 1957. Hyatt's first
property at Los Angeles International Airport was originally named Hyatt House.
The owner of Hyatt House was a local entrepreneur by the name of Hyatt R. von
Dehn. Hyatt hotels expanded aggressively along the West Coast during the next
decade. However, it wasn't until 1967, when Hyatt Corporation opened the
world's first atrium hotel that the Hyatt® name became known worldwide. The
hotel's 21-story atrium tower lobby and dramatic departure from traditional hotel
architecture changed the course of the lodging industry. The challenge to hotel
architects was no longer to eliminate extra space; rather, to create grand, wide-
open public spaces.

By 1969, there were 13 Hyatt® hotels in the United States. That year, a
subsidiary of the newly formed Hyatt International Corporation opened the first
international hotel, the Hyatt Regency Hong Kong.

Hyatt Regency® hotels are the core brand of Hyatt Hotels & Resorts®,
offering guests opportunities to broaden their horizons.

The Grand Hyatt® and Park Hyatt® brands were introduced in 1980 to
further identify and market the diverse types of Hyatt Hotels & Resorts®
worldwide. Grand Hyatt® hotels serve culturally rich destinations that attract
leisure and business travelers as well as large-scale meetings and conventions.

Park Hyatt® hotels are the company's smaller, luxury hotels designed to
cater to the discriminating individual traveler seeking the privacy, personalized
service and elegance of a small European hotel. They offer a sense of sanctuary
and luxury.

Since the opening of Hyatt Regency Maui in 1980, Hyatt Hotels &
Resorts® has become known as a leader in the creation and operation of
dramatic luxury resorts as well.

28
 HYATT REGENCY, MUMBAI

Hyatt regency Mumbai is the city’s premiere gateway hotel. It is located

adjacent to Mumbai’s International airport and minutes from the domestic
terminals, Hyatt Regency Mumbai is the preferred hotel for corporate travelers
visiting the city of Mumbai.
It is a retreat into a stylish sanctuary in the centre of the city. It is the
most contemporary and spacious serviced apartments. It is India’s only multi-
dimensional lifestyle complex featuring hotels, meeting and conference facilities,
dining and entertainment, fitness and spa, beauty salon and exclusive space
dedicated to a shopping plaza, all within the same complex.

Why Stay at Hyatt Regency Hotel while in Mumbai, India ?

Hyatt Regency Mumbai is the city's premier gateway hotel. Located adjacent to
Mumbai's international airport and minutes from the domestic terminals, Hyatt
Regency Mumbai is the preferred hotel for corporate travellers visiting the city of
Mumbai.

Hyatt Regency Mumbai's dramatic lobby interiors feature floating ebony coffers
and stacked glass creations enhanced by mood lighting. This unique hotel lobby
design combines Italian marble and structural glass with an abundance of natural
light.

29
 HOTEL FACILITIES AND SERVICES
Hyatt Regency Mumbai provides a wide range of services guaranteed to satisfy
the needs of the most discerning guests. Just a few of the conveniences the
hotel offers include the 24-hour Business Centre, multilingual staff, and
babysitting. The Concierge can assist with travel arrangements, limousine hire,
photo processing, and in many other ways to ensure a comfortable and
memorable stay.

Business Services:
Hyatt Regency Mumbai's 24-hour Business Centre extends a vital
communications link for the business traveler. The Business Centre provides a
confidential office with full secretarial support, word processing, telefax,
photocopying and information on local commerce, trade, banking and finance.
Translation services and business card printing can be pre-arranged. Personal
computers, cellular phones, modems, laptops and private workstations are
available for hire. In addition, the Business Centre conference room comfortably
accommodates meetings for up to eight persons.

Other services:
A range of in-house facilities is available for business, entertainment, health and
relaxation. These include the 24-hour Business Centre, an exclusive Spa and
Fitness Centre with air-conditioned squash court and outdoor, floodlit tennis
court. Spa and related facilities include steam rooms, sauna, hydrotherapy
massage, beauty treatments and an open juice bar and lounge.

Concierge:
The Concierge provides a host of services to ensure a comfortable and
memorable stay.

Concierge services include:

• Air ticket confirmation

• Restaurant reservations
• Travel arrangements
• Sightseeing tours
• Limousine hire
• Messages
• Courier service
• Photo processing
• Personalized business cards

30
Additional Services and Facilities:

• Assistant Manager on duty 24 hours

• Babysitting
• Laundry and valet
• Doctor on call
• Currency exchange
• Express check-out
• Multilingual staff

Room Services

The Hotel Hyatt Regency, Mumbai houses a total of 397 rooms that have been divided
into regency club rooms, suites and guest rooms. The rooms are well furnished with
special arrangement of thermostat temperature and closet rods. The room amenities
available in this hotel include:

Room Service

• Hot and Cold Running Water

• 2 Line Telephone
• T.V.
• Tea and coffee Maker
• Hair Dryer
• Writing Desk
• Safe Deposit
• Channel Music

Apart from these basic facilities, Hyatt Regency also offers a wide array of services to
the visitors including:

• Doctor on Call
• Laundry
• Money Changer
• Safe Deposit
• Baby Sitting,
• Valet,
• Travel Desk Service
• Business Centre
• Fitness Centre
• Swimming Pool
• Night Club
• Foreign Exchange
• Fax
• Business Centre
• Executive Floors

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 • Executive Lounge
• Banquet & Conference Facilities
• Beauty Salon
• Shopping Arcade
• Restaurants serving multiple cuisines

Hotel Overview

Grand Hyatt Mumbai hotel is situated in the Santacruz area of Mumbai

(Bombay), India. Located just 20 minutes from Mumbai International Airport and
ten minutes from the domestic airport, the hotel provides easy access to Bandra-
Kurla complex and South Mumbai.
Grand Hyatt Mumbai is a multi-dimensional lifestyle complex set on 12 acres of
landscaped gardens & water features, encompassing luxury rooms and suites,
contemporary serviced apartments, varied dining options, extensive leisure
facilities, meeting rooms and an international shopping plaza. Our hotel in
Mumbai is host to Club Oasis Fitness Centre & Spa offering body and facial
treatments. Restaurants & Bars at the hotel include China House restaurant &
lounge, the Italian Celini for home-style cooking and Soma restaurant serving
tandoor-grilled specialties.

Rooms & Amenities

• 547 Rooms & Suites

• 147 Apartments for Long Stay Guests
• Hyatt Hotels Grand Club®
• Luxury Hotel Amenities

Guest Services

• Hotel Business Centre

• Grand Hyatt Plaza Shopping
• Chauffeured cars on hire
• Underground Car Park

Dining & Entertainment

• China House Restaurant

• Celini Italian Restaurant
• Soma Restaurant
• Gourmet Store

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Activities

• Club Oasis Fitness Centre & Spa

• 2 Outdoor Swimming Pools & Sun Deck
• Yoga at the poolside
• Mumbai Tours & Sightseeing

Local Attractions

• Gateway of India Arch

• Juhu Beach
• Bandra Neighbourhood
• Bombay Historic Sites

Meetings & Events

• 10 Meeting Rooms
• Business & Conference Facilities
• Grand Ballroom for up to 1200 guests
• Exhibition area & Outdoor Venues

Room Description

Grand King
Enjoy floor-to-ceiling windows with courtyard or city views, plus modern decor with
light Sycamore wood paneling and golden Jaisalmer stone. Spacious 40-sq.-metre
interiors include a king bed, marble bath with separate tub and shower and oversized
work desk with high-speed Internet access. Balcony available in some rooms.

Amenities

• Oversized work desk

• Marble bath
• 24-hour room service
• Tea/coffee making facilities
• Cable/satellite TV channels
• Dual line phones
• Voicemail
• Dataport
• 24-hour concierge
• Safe large enough to store and charge laptop computer
• Crib upon request
• Fruit
• Slippers, Guest toiletries

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 • Robes
• Hairdryer
• Minibar
• 25 inch TV
• Video on demand
• Speakerphone
• High-speed Internet access
• Individual air conditioning control
• Technology concierge
• Morning newspaper
• Mineral water

Phone in bathroom

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THE LOUNGE

THE BALLROOM

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FITNESS CENTRE

BOARDROOM

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 HOTEL ACCOMODATION

Exquisitely detailed 36-sq.meter room features modern design and Malaysian

teak floor, oversized mirrors and floor to ceiling windows with a plush king bed,
work desk with high speed internet access and marble bath with separate tub &
step-down rain showers is the specialty of a King room of the Hyatt Regency.
More than 400 rooms are available of different types and facilities.
The various types of rooms are:
a) Twin room
b) Club room
c) Regency suit king
d) Regency executive suite. Etc. all having their own facilities and different
interiors specially done from top architectures.

Meeting planning: Hyatt Regency Mumbai states of the art conference

room facilitates specialize in innovative and contemporary presentations
supported by a dedicated team.
The Regency ballroom offers perfect surrounding for wedding gala.
Fresh banqueting concepts, vibrant theme parties and innovative catering
positions Hyatt Regency Mumbai is a logical choice for functions and
conferences.

There is a perfect setting for a relaxed evening in a warm, inviting

ambience.
The Lounge is a convenient and comfortable meeting venue known for its
specialty beverages, afternoon tea selection and all-day desserts.

The extensive Club Prana Spa and Fitness Centre within the hotel offer
guests a chance to relax or stay fit along a exclusive poolside and sports room
like billiards, table tennis, indoor games, etc.

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 POLICIES

The main policies of HYATT are framed as per the guidelines provided by
‘HYATT Internationals’ situated at Chicago. Since different countries have
different rules & regulations to be followed, Hyatt Internationals gives the
flexibility to all its hotels. The HYATT REGENCY, Mumbai frames its policies
taking into consideration the State Legislatures. Though the policies may differ, it
should me within the limits & boundries of the guidelines provided by Hyatt
Internationals. In short, it should have HYATT touch in it.

The main motto of HYATT is to ensure that its 3 customers are satisfied:
1. Guest – guest should have a lifetime experience staying with Hyatt.
2. Owners – increase revenue and maximize profits.
3. Employees – to satisfy them.

As Hyatt doesn’t own any property or assets, but it has its own Personal
assets – ‘Employees’. Hyatt focuses on people (employees) because if its
employees are not satisfied, then customers cant be satisfied. So it has a
philosophy “People are its principle assets & key to success.”

However, the practices of the management should line with the Hyatt
principles which are as follows:
• We are multicultural.
• We encourage Personal Growth.
• We care for eachother.
• We are customer focused.
• We work through teams.
• We are innovative.

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 PROCEDURE

MAKING A HOTEL RESERVATION:

If you elect to make a room reservation through our web sites and do not have an
established user profile, you will need to furnish your name, telephone number,
billing address and credit card type, number and expiration date, in addition to
the dates of your stay, the number of rooms you will require and the number of
adults and children in your party. In order to permit us to serve you better, you
will also be asked to furnish the following additional information, as applicable,
although it is not required in order for you to obtain a reservation: your e-mail
address; your Gold Passport Membership Number; your Group/Corporate
Number (if we have assigned an identification code to your group, company or
organization); your flight arrival details; whether you qualify for a special rate as a
Senior Citizen, employee of the U.S. Government or member of the American
Automobile Association; and whether you have any special requests (which you
can indicate by either ticking one of the pre-selected choices found in the online
form or by entering a note in the Comments field). If you are a travel agent
making a reservation on behalf of a client, you will also be asked to provide your
Travel Agent I.D. (i.e., your ARC/IATA/TIDS number). If you have an established
user profile on either hyatt.com or goldpassport.com, you may use the
information contained in your user profile to pre-populate any corresponding
required or requested information fields.

Once you have completed and submitted the online reservation form, the
information included in the form is then automatically sent to SPIRIT (the Hyatt
Central Reservations System that is operated for the benefit of all Hyatt Hotels &
Resorts by CSC Outsourcing, Inc. ("CSCO"), a subsidiary of Computer Sciences
Corporation, from its offices in Oak Brook Terrace, Illinois) and to the Hyatt Hotel
or Resort where you will be staying. If you submit an online reservation for a
Hyatt Vacation Club Resort, we will also share the information included in the
form with the HVC Parties, including the Hyatt Vacation Club Resort where you
will be staying. If a guarantee or advance deposit is required in order to secure
your reservation, the Hyatt Hotel or Resort where you will be staying or, in the
case of a Hyatt Vacation Club Resort, the HVC Parties will then process your
credit card for that purpose, gaining appropriate billing authorization from your
credit card company. While online, you will be given a reservation confirmation
number and if you so request while online, a confirmation of your reservation by
e-mail. The information you furnish when making a reservation will be used to
fulfill your reservation.

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 STANDARD
Standard mainly refers to judging the performance of the company. It is the basis
or the platform for the reference of the performance.

In order to keep up with the standard of Hyatt, the management keeps on

reviewing the activities monthly. All departments keep on reforcasting the plans
every month in order to line up with the current market trends. Since the
situations keep on changing, monthly reforcasting is essential. Reforcasting
helps in rectifications of plans, if need be. It also helps to overcome crisis through
backups.

Every month departments have a met in order to review their plans and to
see that what was planned and what has happened. Then all departmental
heads have met with higher authority management for putting forth their
respective changes or alterations in the plans.

The higher authority management people see to it that the level of

standards is maintained. They see to it that cost that the respective departmental
heads are accountable to the General Manager. They need proper explanations
& justifications for any change in the cost of their earlier forecasted.

Eg. If parole cost was forecasted as 1 lakh and by the end of that month it
happened to be only 75 thousand, then they are questioned on it. They are
asked that why the cost decreased from the forecasted cost? Where were the
heads? Here, they need to give proper explanation & justification.

The changes may occur due to the change in the market situations. So
then reforecasting is done keeping in mind the actual market situations. They
believe in making ‘Annual Business Plan.’

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 BUDGET
Budget making is a very important process yet a tedious job. It has to cover all
the business plan. HYATT follows ‘Bottom of Approach’ system wherein, different
departments make their own business plans. Each have to focus on the
departmental requirements. When all departments have focused on their
requirements, all the departmental haeds sit together and have discussions over
it. After taking into considerations the requirements of all departments, the
Finance department comes out with the final budget.

Each department plans a year ahead. They make the budget for the
coming year in the month of the Oct – Nov itself. This is done so that we know
what to do for the coming year. Keeping in mind the business situation, plans are
made to achieve the goals.

Eg: 1. HR dept is always linked with operational dept. If operational dept comes
out with prediction that coming year will have increase in sales of rooms from 100
rooms to 150 rooms, then the HR dept should be informed well in advance so as
to provide with the additional manpower i.e. Food & Beverage dept will have an
increment in F & B Service and F & B Production.

2. In case of business crisis, like if Europeans are not flying to India due to the
fear of Bird flue, then the budget of that month will be reduced accordingly.

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 SWOT ANALSIS

STRENGTHS

1. Natural and cultural diversity: India has a rich cultural heritage. The "unity in
diversity" tag attracts most tourists. The coastlines, sunny beaches, backwaters
of Kerala, snow capped Himalaya and the quiescent lakes are incredible.

2. Demand-supply gap: Indian hotel industry is facing a mismatch between the

demand and supply of rooms leading to higher room rates and occupancy levels.
With the privilege of hosting Commonwealth Games 2010 there is more demand
of rooms in five star hotels. This has led to the rapid expansion of the sector.

3. Government support: The government has realized the importance of tourism

and has proposed a budget of Rs.540crore for the development of the industry.
The priority is being given to the development of the infrastructure and of new
tourist destinations and circuits. The Department of Tourism (DOT) has already
started the "Incredible India" campaign for the promotion of tourism in India.

4. Increase in the market share: India's share in international tourism and

hospitality market is expected to increase over the long-term. New budget and
star hotels are being established. Moreover, foreign hospitality players are
heading towards Indian markets.

WEAKNESSES

1.Poor support infrastructure: Though the government is taking necessary steps,

many more things need to be done to improve the infrastructure. In 2003, the
total expenditure made in this regard was US $150 billion in China compared to
US$ 21 billion in India.

2. Slow implementation: The lack of adequate recognition for the tourism industry
has been hampering its growth prospects. Whatever steps are being taken by the
government are implemented at a slower pace.

3. Susceptible to political events: The internal security scenario and social unrest
also hamper the foreign tourist arrival rates.

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OPPORTUNITIES

1.Rising income: Owing to the rise in income levels, Indians have more spare
money to spend, which is expected to enhance leisure tourism.

2. Open sky benefits: With the open sky policy, the travel and tourism industry
has seen an increase in business. Increased airline activity has stimulated
demand and has helped improve the infrastructure. It has benefited both
international and domestic travels.

THREAT

1. Fluctuations in international tourist arrivals: The total dependency on foreign

tourists can be risky, as there are wide fluctuations in international tourism.
Domestic tourism needs to be given equal importance and measures should be
taken to promote it.

2. Increasing competition: Several international majors like the Four Seasons,

Shangri-La and Aman Resorts are entering the Indian markets. Two other groups
- the Carlson Group and the Marriott chain - are also looking forward to join this
race. This will increase the competition for the existing Indian hotel majors

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 CONCLUSION
Hotel industry is a sector where everything is taken into consideration where their
facilities, accommodation, hospitality, strengths, weakness, threats, opportunities
etc. are looked after.

There are different classifications of their hotel. They have to see to that what
facilities other hotels are providing they give better then others. To keep up their
name and reputation the have to provide good services. They have to keep good
and qualified staff members.

These are the 2 hotels which are being compared and shown how and what best
facilities they can provide to general people, tourists. They both are different in
their own way and even compete with other hotels like Taj, Oberoi etc.

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 BIBLIOGRAPHY

I collected some information from the websites of the hotels.

• www.theleela.com
• www.mumbai.regency.hyatt.com
• www.google.com

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