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ACKNOWLEDGEMENT

INDEX
S.NO TOPIC PAGE NO.
1. History of Hyatt Corporation. 3
2. Some important milestones. 4

3. The founding family. 5

4. Evolution of Hyatt Corporation 6


5. Hyatt, its expansion & its current status. 7-10

6. Hyatt & its brands. 11-15

7. Classification of Global Hyatt Corporation. 16

8. Hyatt in India. 17-21

9. Grand Hyatt Mumbai. 22-60

10. Industrial Training 61-103

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HISTORY OF HYATT CORPORATION
The Hyatt Corporation was born upon purchase of the Hyatt House, at Los Angeles
International Airport on September 27, 1957. The original owners were entrepreneurs, Hyatt
R. Von Dehn and Jack D. Crouch. Hyatt R. von Dehn was eager to get out of the hotel
business after a few years, so he sold his share in the hotel to Jay Pritzker. Mr Pritzker heard
the hotel was for sale while sitting in its coffee shop, called "Fat Eddie’s", waiting for a flight.
He scribbled a bid for $2.2 million dollars on a napkin, and the Hyatt Corporation was born.
(That’s the equivalent of $15,770,581 in 2006). Jay Pritzker and Jack D. Crouch remained
partners until 1965, opening airport hotels in several cities including San Francisco, Seattle,
and San Jose. Crouch stepped away from Hyatt to pursue other hotel ventures, while Jay and
his younger brother, Don continued to run Hyatt.

The Hyatt became famous after the chain opened the world's first atrium hotel in 1967,
the Hyatt Regency Atlanta, a decade after opening its first hotel.

In 1969, Hyatt opened its first hotel overseas, the Hyatt Regency Hong Kong (which closed
at the end of 2005 and was demolished, the new one will open in 2009. In 1980, the Grand
Hyatt and Park Hyatt brands were introduced. Hyatt has become known for its resorts after
the opening of Hyatt Regency Maui in 1980. Today Hyatt has over 340 hotels worldwide.[3]

In December 2004, Global Hyatt announced it would acquire AmeriSuites, an upscale chain
of all suite business class hotels from affiliates of the Blackstone Group, a New York based
private equity investment firm. Blackstone had inherited AmeriSuites from its 2004
acquisition of Prime Hospitality. The AmeriSuites chain is being rebranded and converted to
a new concept called Hyatt Place. With Hyatt Place, Global Hyatt will better compete with
the limited service products Courtyard by Marriott and Hilton Garden Inn offered by industry
leaders Marriott International and Hilton Hotels Corp.

In December 2005, Global Hyatt announced a second limited service


acquisition, Summerfield Suites. Again the seller was the Blackstone Group. Blackstone had
inherited Summerfield Suites from its purchase of Wyndham International. Summerfield
Suites will be rebranded as Hyatt Summerfield Suites and positioned to compete in the
upscale extended stay market against brands such as Residence Inn, Homewood Suites and
Staybridge Suites.

In June 2008, Harmit Singh was named as the new Chief Financial Officer. He is expected to
be one of the main influences for huge growth in the Hyatt brand in the next 5 years.

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SOME IMPORTANT MILESTONES

1957 Jay Pritzker ( 1922-1999 ) bought " Fat Eddie's " from Mr. Hyatt von Dehn

Named it Hyatt House, situated opposite to Los Angeles Airport

Birth of Hyatt Hotels Corporation

1967 Opening of Hyatt Regency Atlanta( Introduction of the Atrium Lobby concept)

1969 Birth of Hyatt International Corporation ( with Hyatt Regency , Hong Kong )

1972 HIC ' s largest hotel ( with 700 rooms ) - Grand Hyatt , Singapore

HIC ' s largest hotel ( with 850 rooms ) - Grand Hyatt , Taipei(Taiwan)--At Present

1989 Hyatt International Corporation is selected as the best hotel chain of the year

2001-
2002 Growth in South Asia from existing HR Delhi to HR Kathmandu,HR Kolkata,

Park Hyatt Goa Resort & Spa and finally Grand Hyatt Mumbai

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The Founding Family
While Hyatt's history as a corporate
entity dates from 1957, the Pritzker
family, who built and control Hyatt, has
been active significantly longer. In the
late 19th century, the Pritzkers
immigrated to the United States from the
Ukraine. Patriarch Nicholas Pritzker led
them to Chicago, and in 1902 he
founded Pritzker & Pritzker (P&P), the
law firm that was to evolve into a management company and the
center of the Pritzkers' many and varied investments.

P&P grew, and by the late 1920s it had become a respected local firm.
At that time, the Pritzkers' best client was Goldblatt Brothers, the low-
priced Chicago department store chain. Through the Goldblatts,
Abram (A. N.) Pritzker, Nicholas Pritzker's son, met Walter M.
Heymann, then a leading Chicago commercial banker and an officer
at the First National Bank of Chicago. In succeeding years A. N.
Pritzker and Walter Heymann became business associates, and the
powerful First National Bank of Chicago became the financial
cornerstone of the Pritzker family empire.

Using a line of credit from the First National Bank, A. N. Pritzker


began acquiring real estate, something he already knew about from
P&P's concentration on real estate reorganization. As his and the
family's investments grew, the law practice shrank, and in 1940 P&P
stopped accepting outside clients, concentrating solely on Pritzker
family investments. At the same time A. N. Pritzker began the family
practice of sheltering his holdings within a dizzying array of
interrelated family trusts.

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EVOLUTION OF HYATT CORPORATION
Hyatt Emerges in the 1950s

The story of Hyatt Corporation begins with the succeeding generation of Pritzkers. By the
early 1950s, Pritzker's oldest son, Jay, had become active in the family business. Something
of a prodigy, Jay Pritzker had graduated high school at 14. He finished college soon thereafter
and then took a law degree from Northwestern University. During World War II he worked
first as a flight instructor and later for the U.S. government agency that managed German-
owned companies. In that position, he sat on corporate boards with men many years his
senior. An accomplished deal-maker even in his earliest years, Jay would later become well
known for his quickness at sizing up balance sheets and offering deals. Jay, beginning in
1957, made the initial deals that formed the basis for Hyatt.
Jay's youngest brother, Donald Pritzker, finished law school in 1959, whereupon he joined
P&P. Meanwhile, the middle brother, Robert Pritzker, earned an industrial engineering degree
at the Illinois Institute of Technology in Chicago and later he and Jay would found and
manage the Marmon Group.
In 1957 Jay Pritzker bought a small Los Angeles International Airport motel named Hyatt
House after its original owner, Hyatt von Dehn. Within four years, Jay expanded the single
property into a chain of six hotels and brought Donald Pritzker to California as manager of
operations, reporting to Jay. The two made a good team, with Jay's deal-making skills and
Donald's managerial ability and gregarious personality.
Hyatt grew rapidly during its first decade, opening small motor inns on the West Coast and
one outside Chicago. The fledgling company went public in 1967, but the more important
event of that watershed year was the opening in Atlanta of its first hotel with an atrium tower
lobby, designed by the architect John Portman. The Portman atrium was a 21-story interior
courtyard, designed so that each hotel room entered off the high-rise open space, set off with
a central glass elevator leading to all floors, and hanging green vines growing from each
floor's balcony. The overall effect was revolutionary, because the Portman interior eliminated
the impersonal hallway with rows of doors and brought to the hotel interior an open-air
congeniality, with the spin-off of greater safety, feeling of security, and warmth. The Portman
lobby became the hotel's signature and brought Hyatt to widespread notice for the first time,
as well as advancing the concept of public space in buildings.
What became the Hyatt Regency Atlanta was part of the 15-building Peachtree Center. The
developers of the large hotel property were in financial trouble and both Hilton and Marriott
passed up opportunities to purchase the property before Hyatt did and finished construction.
Soon after the hotel opened, its occupancy rate reached 94.6 percent.
Hyatt grew to a chain of 13 hotels by 1969. That year, the Pritzkers set up a separate company
called Hyatt International Corporation to expand the chain overseas, with its first hotel the
Hyatt Regency Hong Kong. In 1972, Donald died of a heart attack at the age of 39. Jay
installed his brother-in-law, Hugh M. "Skip" Friend, Jr., as the new president.

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Growth in the 1970s

The company grew rapidly during the 1970s aided by the signature Hyatt design and the
innovations that a young staff was able to devise. Management went awry, however, when it
was discovered in 1977 that Friend had spent $300,000 of company money on personal
expenses. After Jay Pritzker demoted him, Friend left the company. Jay took over the duties
of president, in addition to his responsibilities as chairman and chief executive officer. He
also moved corporate headquarters to Chicago, where he could more closely oversee matters.
Then, Jay gradually bought back the public shares of stock, taking the company private in
1979.

The 1980s

In 1980, Thomas Jay Pritzker, Jay's son, became president, with Jay remaining chairman and
CEO. The decade started promisingly with three significant firsts in 1980: the openings of the
first Park Hyatt, the first Grand Hyatt, and the first Hyatt resort. Park Hyatts were designed as
smaller luxury hotels with a European style, featuring personalized service, privacy, and
elegance; the first one opened in Chicago near the Water Tower. Grand Hyatts were designed
for the high-end market in culturally rich destinations, and featured sophisticated leisure,
banquet, and conference facilities utilizing the latest technology. Hyatt Resorts were specially
designed to reflect the local area of location and offered numerous activities and facilities for
their guests; the first Hyatt resort was the Hyatt Regency Maui in Hawaii.
Then in 1981, two skywalks at the Kansas City Hyatt Regency Hotel collapsed, killing 114
people and injuring 229 in what the National Bureau of Standards called the most devastating
structural collapse ever to take place in the United States. Between 1981 and 1986, more than
2,000 resulting lawsuits were settled for a total of $120 million. In June 1986, 900 individuals
remaining in a federal class action suit against the hotel settled all claims for $1,000 each.
Ultimately, "gross negligence and misconduct" were attributed to engineers Daniel Duncan,
Jack Gillum, and their former company, G.C.E. International Inc., whose "hurry-up" design
system caused them to be pouring concrete on one part of the building while finishing the
design on the rest of the building. As was the case with most Hyatt hotels at this time, Hyatt
was managing the hotel for its owner and builder, Hallmark Properties, so Hyatt was not held
liable. Still it did not help to have the Hyatt name associated with such a disaster.
Hyatt's growth slowed somewhat as the 1980s progressed, in part because hotel property
owners began to object to the high fees Hyatt (and other hotel managers) received for
managing the hotels without taking on any ownership risks.
In order to keep the company growing, the Pritzkers launched a separate company to develop
and build hotels and resorts, with Jay's cousin Nick in charge.
During the decade, Hyatt Corporation also became involved in an indirect way in some of the
Pritzkers' nonlodging activities. Most notable was the 1983 purchase of the troubled Braniff
airline through Dalfort, a Hyatt subsidiary. Under Dalfort, and with Jay Pritzker taking the
lead, Braniff's losses were cut. But after a proposed merger with the also troubled Pan Am
Corp. failed in 1987, Braniff was sold the following year.

During this time, Darryl Hartley-Leonard was named president of Hyatt Hotels Corporation,
which had been reorganized as a subsidiary of the parent Hyatt Corporation. Another
subsidiary was launched in 1989 under the name Classic Residence by Hyatt, with Donald

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Pritzker's daughter Penny Pritzker as president. The Classic Residence properties were
designed as luxury retirement centers with large rental apartments, housekeeping and
gourmet meal service, and such activities as lectures by university professors. Aimed at the
growing population of senior citizens, many of whom were looking for alternatives to
institutional settings, Classic Residence centers opened initially in Reno, Dallas, and Teaneck,
New Jersey. They were somewhat slow to fill, however, and the properties were typically half
empty six months after opening.
Also in 1989, Hyatt introduced the Camp Hyatt program to attempt to attract more families to
its somewhat business-oriented facilities. Under the program, Hyatt hotels began to offer
numerous activities geared toward the toddler to preteen set, gave parents the option of taking
a half-priced second room for their kids, and added menus and room service tailored for
children.

1990s and Beyond

As the 1990s began, Hyatt's growth was somewhat challenged by what analysts regarded as
the reluctance of some owners of new hotels to hire Hyatt as managers, given the relatively
high cost of running a glitzy Hyatt hotel. In fact, Hyatt was beginning to run the risk of losing
existing contracts. Seeking to streamline operations, the company laid off more than 1,000 of
its work force and then embarked on a detailed appraisal of the services it was offering at its
hotels. Major cost savings were realized in several ways, such as moving to a centralized
purchasing system, changing the turning down of beds from an automatic service to one that
a guest had to request, cutting down on the number of choices offered on restaurant and room
service menus, and outsourcing housekeeping and valet parking. The company also sought
ways to attract frequent business travellers by augmenting its Gold Passport frequent stayer
program and by offering additional business-oriented amenities such as in-room fax
machines. By 1994, Hyatt's gross operating profits had increased 45 percent from 1990 and
the company was hearing fewer complaints from hotel owners about costs.
In 1994 Douglas G. Geoga, a lawyer who had served as head of development, was named
president and CEO of Hyatt Hotels, with Hartley-Leonard remaining chairman. At about the
same time, Hyatt began to pursue several new opportunities for growth, as competition from
other chains grew fierce. Starting in 1994, the company moved cautiously into franchising for
the first time. The first two franchised Hyatts were older hotels--the Hyatt Sainte Claire in
downtown San Jose and the Hyatt Regency Pier Sixty Six in Fort Lauderdale. Scheduled to
open in 1997 was a third franchised Hyatt, the Hyatt Regency Wichita, a new downtown
convention hotel. Hyatt also entered, again cautiously, the crowded time-share property
market with the opening in June 1995 of a resort known as Hyatt's Sunset Harbor Key West.
Freestanding golf courses and casinos were additional ventures Hyatt entered in the mid-
1990s. In January 1995 it opened on the island of Aruba its first freestanding golf course,
which was also the island's first golf course. In addition to developing freestanding courses,
Hyatt also intended to manage existing golf courses near its hotels. Already involved in
gaming through casinos it operated at some of its resorts, Hyatt moved into the riverboat
gambling industry in 1994 with the opening of the Grand Victoria Casino in Elgin, Illinois,
which generated revenues of $37 million during the last three months of that year. In 1995,
Hyatt joined with Players International Inc. in offering to purchase the two riverboat casinos
in New Orleans that had closed not long after opening. Hyatt was reportedly also looking for
a site to move into the lucrative Las Vegas gambling mecca.
In addition to its pursuit of these growth opportunities, Hyatt also strived through innovation
to retain its role at the forefront of the industry. In 1994 the company tested automated check-
in kiosks in a number of its hotels. The kiosks, which allowed guests to check themselves in

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less than one minute and even dispensed room keys, proved a success and were subsequently
expanded to other Hyatts. The company also successfully introduced a telephone check-in
system.
In 1995 and 1996, Hyatt spent $200 million in renovating more than 30 of its hotels in North
America. Among the enhancements were the replacement of worn-out furnishings, the
improvement of access for peoples with disabilities, the addition of coffee kiosks and
convenience stores to hotel lobbies, and the installation of modem ports, larger desks, and
better lighting in guest rooms.
In the face of a highly competitive but increasingly lucrative hotel industry in the 1990s,
Hyatt was certainly not resting on its reputation. While its acumen in managing hotel
properties was rarely questioned, some industry observers did raise doubts about the
company's late entrance into such areas as time-shares and franchising. But with Jay and
Thomas Pritzker still in charge of the parent company, the successful Pritzker track record
boded well for Hyatt's future.

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HYATT, ITS EXPANSION AND ITS CURRENT STATUS
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 and rejuvenate. Lobbies and rooms are designed to
reflect the best of the local cultures, the food and beverage outlets are inventive, and
exceptional technology, meeting, and fitness facilities are available.
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 travellers as well as large-scale
meetings and conventions. The hotels, reflecting a grand scale and refinement, include
features such as state-of-the-art technology, sophisticated business and leisure facilities,
banquet and conference facilities of world-class standard, and specialized programs that cater
to discriminating business and vacation guests.
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. In addition to state-of-the-
art technology, Park Hyatt® hotels offer exceptional food and beverage facilities, intimate,
understated surroundings, and 24-hour personalized service.
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. These
include, for example, Hyatt Regency Kauai in Hawaii; Hyatt Regency La Manga in southern
Spain; Bali Hyatt and Grand Hyatt Bali in Indonesia; Hyatt Regency Cheju on the southern
coast of Korea; Hyatt Regency Sanctuary Cove and Hyatt Regency Coolum Spa & Resort in
Australia's Queensland state; Hyatt Regency Guam in Micronesia; Hyatt Regency
Thessaloniki in Greece, Hyatt Regency Kathmandu, Nepal, and Hyatt Regency Hua Hin in
Thailand.
Today, Hyatt Hotels & Resorts® specialize in deluxe hotels with meeting facilities and
special services for the business traveler, operates hotels in major and secondary cities,
airport locations, and leading resort areas throughout the world. With the new hotels under
development, Hyatt International Corporation will be creating more than 20,000 job
opportunities throughout the world. Hyatt Hotels & Resorts® have a reputation not only for
their physical distinctiveness, incorporating local art and design, but also for the amenities
and services provided. These special services include Hyatt Gold Passport®, Hyatt's
renowned recognition and award program for the frequent traveler; Regency Club® and
Grand Club®, VIP concierge floors; complimentary morning newspaper; specialty
restaurants; and custom catering.

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HYATT AND ITS BRANDS
1. PARK HYATT
Park Hyatt has a tagline of – ‘Luxury is personal’.

Park Hyatt Experience:

A visit to Park Hyatt and you will find yourself surrounded by contemporary luxury. Dramatic
architecture and design where you are offered privacy, personalized service and peerless quality—
from original works of art to culinary arts.

Understated elegance is the underlying philosophy at every Park Hyatt to provide you with
sophisticated luxury. The architecture which surrounds you is a stunning display of contemporary
design. World renowned architects and interior designers custom design each Park Hyatt to brilliantly
combine modern style and timeless regional trademarks with grace and ease.

Local Touches:

Each Park proudly reflects its unique environment and culture. Wake up to the city you are in, with
special local touches and detail found in each corner throughout the hotel. At Park Hyatt, you will
experience the best each location has to offer—even if you choose never to leave the hotel.

Gracious Service:

Every Park Hyatt staff member is dedicated to providing you with an incomparable level of
personalized service designed for the more discriminating of guests.

Exquisite cuisine:

Every Park Hyatt staff member is dedicated to providing you with an incomparable level of
personalized service designed for the more discriminating of guests.

Pure Tranquillity:

Rejuvenate with an exquisite spa experience designed specifically to provide you with a total sense of
purity, tranquillity and peace of mind and spirit.

Impressive Art Collection:

Park Hyatt hotels are home to some of the world’s finest art. From Ed Paschke to Gerhard Richter and
many others, take a moment to discover the artistry and brilliance in the collection of paintings,
sculptures or other Objets d’Art that enhance the beauty of each hotel’s contemporary interior.

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2. GRAND HYATT
Grand Hyatt - For Leisure and Business Travel

Grand Hyatt Hotels serve large business destinations that attract


leisure and corporate travellers, as well as large-scale meetings and
conventions. The business hotels, reflecting grand scale and
refinement, include state-of-the-art technology, sophisticated business
and leisure facilities, banquet and conference facilities of world-class
standard, and specialized programs that cater to
discriminating business travel and vacation guests.
 Grand Hyatt business hotels offer a variety of restaurants, cafes
and bars.
 Additional lobby lounges are provided for business travel guests
to socialize and relax.
 Meeting space in Grand Hyatt business hotels is typically,
medium-to-large in size offering the perfect size for meetings
and conventions.
 The elegant ballrooms are perfect for hosting weddings, holiday
and cocktail parties of grand scale.

Business travel centres are a standard feature of all Grand Hyatt


hotels. Offering around the clock corporate travel services, such as
secretarial needs and assistance with meetings held at the hotel.
Grand Hyatt business hotels also offer modern fitness centres and a
wide choice of recreational facilities. Fitness experts are readily
available to offer any additional support.

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3. ANdAZ
Created in response to the discerning traveller’s need for an
experience that blends style with uncompromised service, ANdAZ
focuses on a personal attention to detail and a dedication towards
individual preferences

A renewal of the highest quality standards, the delivery of simple


luxuries. ANdAZ delights the senses. Inspired music and the charm of
the local voices. The taste of carefully prepared cuisine. The delight of
unexpected details and a personal taste of comfort and place. Cultural
sensitivities in harmony with a global perspective.

ANdAZ provides a completely new experience in the concept of


hospitality

4. HYATT REGENCY
Hyatt Regency Hotels are among the company's best-known and
familiar hotels located in leading business and group destinations
around the world. These hotels feature stylish, contemporary design,
abundant meeting facilities and extraordinary restaurants.
Hyatt regency is the oldest brand of Hyatt and the first hotel in this
series was the Hyatt Regency Atlanta.

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5. HYATT RESORTS
At a Hyatt Resort, local culture inspires unique experiences rarely
found in travel guides. Distinctive architecture blends seamlessly with
nature. Locally grown ingredients enhance hundred-year old
treatments to give a unique spa experience. And gourmet regional
cuisine never fails to excite the palate. At Hyatt Resorts in the
continental United States, Hawaii, and the Caribbean, you will be
immersed into the sights, sounds, and tastes of each destination.
Discover 18 unique locations that will allow you to enjoy a true
destination experience.

6.HYATT SUMMERFIELD SUITES


Now you can feel The Hyatt Touch® at Hyatt Summerfield Suites.
Hyatt is reinventing the all-suites hotel with new design and amenities
more in step with today’s travellers. You'll find free high-speed
Internet, complimentary full breakfast and Evening Social, plus the
convenience of a full kitchen.
Guests will enjoy innovative food and beverage options at the daily
complimentary breakfast and the complimentary Evening Social that
takes place Monday through Thursday. A Guest Market offers a
variety of snacks, upscale frozen entrees and grocery items that can be
used to prepare meals in your suite. Guests can also take advantage of
our complimentary grocery shopping service.
At Hyatt Summerfield Suites you can stay fit and have fun at our
StayFit® fitness centre, pool and recreational areas. Grab snacks at
our 24-hour Guest Market. Or, if you want to grill on the outdoor
BBQ pit, just give us your list for complimentary grocery shopping
service. Plus, laundry facilities and dry cleaning service are also
available.
Hyatt Summerfield Suites provides free high-speed Internet access
and voicemail in its guest suites. Download documents, search
websites and access email with connections that are fast, secure and
reliable.

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7. HYATT PLACE
Hyatt Place, a new kind of hotel that puts style, innovation and The
Hyatt Touch® within everyone's reach. The guests will enjoy a
spacious guestroom with a 42" flat-panel HDTV, signature Hyatt
Grand Bed™, a plush Cosy Corner oversized sofa-sleeper that is
separated from the sleeping area, and complimentary high-speed Wi-
Fi internet access throughout the hotel.. Hyatt Place. It's so you™.

8. HYATT VACATION CLUB


Relax in a spectacular resort atmosphere at the ocean, in the hills, or a
beautiful red rock canyon at rates that are a fraction of the cost of a
hotel room. Learn about a lifetime of vacations with Hyatt Vacation
Club during your stay and receive a gift certificate that may be used
for dinner, shopping or resort leisure activities. Inquire of your
favourite location today and you will be on your mini-vacation as
soon as you can travel.

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CLASSIFICATION OF THE
GLOBAL HYATT CORPORATION

HYATT

HHC HIC
Hyatt Hotels Hyatt International
Corporation Corporation

USA CANADA CARIBBEAN LATIN EAME ASPAC


AMERICA
(Europe, Africa,Middle East) Asia
Pacific

HYATT in India

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1. Hyatt Regency – New Delhi
Introduction to Hyatt Regency New Delhi
Hyatt Regency, New Delhi stands for elegant and luxurious accommodation. The hotel is an
impressive local landmark and is tailor-made to provide both the leisure and the business
travellers with all the comfort that is expected from a hotel of its class.

Accommodation in Hyatt Regency New Delhi


An array of 508 exquisitely done up rooms and suites at Hyatt Regency, New Delhi are
categorized into Presidential suites, Executive Suites, Terrace Suites, Regency club rooms,
Pool facing rooms and Hyatt guestrooms. The slick rooms with its chic décor is also complete
with a host of in-room amenities that comprise of Enhanced work desk lighting, Hairdryer,
Minibar, Television, Dual line phones, Voicemail, high-speed Internet access, in-room safe,
Coffee maker, Cable/satellite TV channels, Speakerphone, 24-hour concierge, Dataport,
individual air conditioning control, Iron/ironing board upon request and morning newspaper.

Dining at Hyatt Regency New Delhi


The dining needs of the guests are taken care of by the on-site restaurants. At La Piazza, you
can sample oven fresh pizzas along with other authentic Italian bill of fare. Aangan is the
Indian restaurant that offers traditional Delhi cuisine that is an exotic blend of more than
popular cuisines namely Bania, Kayastha, Muslim and Mughal. TK’s Oriental Grill stands for
a unique dining experience. It features seven hot grills where the skilled chefs cook for the
guests who are seated around the grill. Seafood, lobster and prawns are served here with
delicate sauces that are a treat for your taste buds. The Café is the poolside restaurant that
impresses the guests with its elaborate buffet style breakfast, lunch and dinner.

Other Facilities at Hyatt Regency New Delhi


Hyatt Regency, New Delhi has found favours with the corporate guests because of the
modern business and conference facilities that it offers. Be it a formal meeting, wedding or
any other event, the state-of-the-art conference and banquet facilities will ensure that the
event is a grand success. One can avail the latest business facilities that comprise of high
speed wireless connectivity, projector, translation services, audio visual equipment and
skilled technicians. Among the recreational facilities that one can avail are included the
swimming pool, tennis courts, sauna, Jacuzzi, Steam baths, Club Olympus Fitness Center,
Boutiques and Beauty Salon. Hyatt Regency, New Delhi feature an extensive range of
additional facilities and services that include 24 hour front desk, babysitting service, car
rental service, dry cleaning, laundry service, tour service, room service, travel services,
currency exchange, concierge desk, luggage storage, cash machine, smoke detectors and safe
deposit boxes.

2. Grand Hyatt Mumbai

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Introduction

Grand Hyatt Mumbai (Maharashtra, India) is a city landmark. Built on 10 acres of prime land
in the centre of Mumbai (Bombay), Grand Hyatt Mumbai is a multidimensional lifestyle
complex that includes luxurious hotel accommodation with Hyatt's signature Grand Club®
facilities, a range of exciting and innovative Indian and international dining options with the
Entertainment Centre, 147 serviced apartments, one of the city's largest banquet and meetings
facilities, the multilevel Grand Hyatt Plaza for international-style shopping and Club Oasis
Fitness Centre and Spa.

The 10 acre complex is strategically located 10 minutes from the domestic airport, 20
minutes from the international airport and five minutes from the rapidly developing financial
district of Bandra-Kurla, which also houses the American School of Mumbai and Dhirubhai
Ambani International School - two of the city's best-known international schools.

Facilities

Grand Hyatt Mumbai's Club Oasis offers an extensive Fitness Centre and Spa equipped with
a state-of-the-art gymnasium, a Spa with a wide range of relaxing treatments, steam rooms,
Jacuzzis and an outdoor pool. Tennis courts are also available.
A 24-hour Business Centre provides a broad range of services 24 hours a day for the
convenience of the business traveller.
Grand Hyatt Plaza comprises two levels of shopping outlets across 100,000 square feet / 9290
square metres, offering a diverse range of international and local products.

Additional Facilities

 In-room broadband high-speed Internet access and dataports are part of the flexible
work area
 Flat screen colour television with cable television channels
 Beauty Salon
 Tennis courts
 Choice of four restaurants serving a range of cuisine
 24-hour Room Service
 Multilevel Entertainment Centre

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 Meeting room facilities
 24-hour Manager on duty
 Doctor on call, associated with Cleveland hospital
 Technology Concierge
 Safe-deposit facilities
 Foreign exchange facilities
 Chauffeured cars on hire
 Travel Desk
 24-hour laundry service
 Convenient indoor shopping mall with exclusive shops
 Gourmet Store
 700-space underground car park for residents and guests
 Extensive landscaping and upper courtyard gardens with trees and abundant water
features
 Kids' play area

3. Hyatt Regency – Mumbai


Introduction

Hyatt Regency Mumbai (Maharashtra, India) 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

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design combines Italian marble and structural glass with an abundance of
natural light.

Accommodation: All the 397 guest rooms and suites are equipped with
broadband instant internet access, executive bars, tea and coffee making
facilities, in-room safes that can accommodate standard-sized laptops,
individual climate control, two-line telephones and voicemail messaging
system.

4. Park Hyatt Resort and Spa– Goa

Introduction
Park Hyatt Goa Resort and Spa is a 251 room spa-resort in the heart of pristine South Goa.
The hotel reflects Goa's rich cultural heritage in design and brings a new vision and standard
of hospitality to the Indian sub-continent.

As a Park Hyatt, it will be characterised by a distinguished sense of place, incomparable


design and architecture, beautifully appointed guest rooms and suites, superior amenities and
facilities, and creative cuisine.

Within fifteen minutes from the airport, Park Hyatt Goa Resort and Spa evokes the
Mediterranean atmosphere of a Goan village. 251 beautifully appointed rooms in Indo-
Portuguese pousadas are nestled among glimmering waterways and lagoons set within 45
acres of lush beachfront gardens right on Arrossim Beach in South Goa.

Access : The nearest airport is at Dabolim - 10 kms . The nearest railway station is at
Madgaon - 10 kms.Distances: Panaji : 35 kms, Calangute : 50 kms, Anjuna : 60 kms

Accommodation
Guest rooms are spacious and stylishly contemporary, with large open verandas or balconies.
The unique open-plan marble bathrooms combine the qualities of a personal spa with sunken
baths and rain showers.

Regency Club

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The resort's Regency Club offers exclusive accommodation with butler and concierge
services and an elegant lounge with a wrap-around deck and promenade.

Sereno Spa
Park Hyatt Goa Resort and Spa is designed to rejuvenate body, mind and soul. Luxuriate in
the resort's outstanding Sereno Spa, featuring indoor and outdoor pavilions around an inner
courtyard.

Activities
Land and water sports, miles of sandy white beaches and balmy breezes off the sea promise
unforgettable days in the sun.

Children can enjoy the entertaining and educational youth activities at Camp Hyatt or revel in
India's largest outdoor swimming pool and waterslide.

Dining
At the heart of the resort village, a collection of plaza restaurants offers a variety of culinary
delights to tempt every palate.

Banquets and Conferences


'Salcette', the spectacular ballroom, and two smaller function rooms can set the scene for
everything from technologically advanced corporate meetings to the most festive social
gatherings.

5. Hyatt Regency – Kolkata


Introduction
Hyatt Regency Kolkata (West Bengal, India) is a premium business hotel, contemporary in design with
innovative hospitality concepts and classic standards of service and excellence. Located in the emerging
business district of Salt Lake City, Hyatt Regency Kolkata is just a 20-minute drive from both the city of
Kolkata and Kolkata's Netaji Subhas Chandra Bose International Airport.

Set on 6.5 acres of landscaped grounds, this modern hotel's 235 technologically equipped guest rooms and suites
are amongst the largest in Kolkata. The hotel's luxurious bathrooms, which occupy more than a third of the

21
room, rich wood floors and panoramic windows, overlooking beautiful parkland, are some of the features
unique to Hyatt Regency Kolkata.

Accommodation : There are 235 generously sized rooms, among which there are 152 guest rooms, including
32 non-smoking rooms and two rooms for physically challenged guests.

Facilities : The facilities at Club Prana rejuvenate both body and soul. Work out in our well-equipped gym, or
play a game of tennis or squash. Wind down with a relaxing Thai or Swedish massage, steam and sauna or
therapeutic Ayurvedic spa treatment.

Grand Hyatt Mumbai

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Introduction
Grand Hyatt Mumbai Hotel is in the centre of Mumbai, India. More
than a hotel, Grand Hyatt Mumbai is a multi-dimensional lifestyle
complex set on 12 acres of landscaped gardens and water features.
Located just ten minutes from Mumbai’s domestic airport and twenty
minutes from the international airport, the hotel is in close proximity
to Bandra-Kurla complex, Mumbai’s rapidly developing business
district. The Grand Hyatt Mumbai hotel complex features luxurious
accommodation, contemporary serviced apartments, dining and
entertainment options, spa, recreation and fitness facilities, conference
and exhibition spaces and an international shopping plaza. The
complex’s multiple lifestyle features make it a Mumbai destination in
itself.

Grand Hyatt Mumbai


Off Western Express Highway, Santacruz (East)
Mumbai, India – 400055
Tel: - +91 22 6671234, Fax :- +91 22 6676 1235

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Email : - mumbai.grand@hyatt.com
Website : - www.mumbai.grand.hyatt.com

Architect : Lohan Associates Chicago, Illinois, USA


Interior : Chhada Seimbieda Remedios, California, USA
Landscape : SWA Group Sausalito, California, USA
Interior/Landscape lighting: Integrated Lighting Design, Marina
Del Ray CA USA
Art Work : Rajeev Sethi Scenographers, New Delhi

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Functional Strategies
 Brand Vision
Grand Hyatt Mumbai’s extensive facilities will exceed the needs of
customers and will bring the developing north and established south
together in central Mumbai, altering the standards for the industry.
This will differentiate the facility from its nearest competitors by
offering a complete lifestyle experience no yet seen in South Asia.
It shall, through innovation and continual improvement, raise the
standards of hospitality set in India. This, coupled with the complete
lifestyle experience provided by the product itself, shall differentiate
Grand Hyatt Mumbai from its competitors in South Asia.
Grand Hyatt Mumbai will retain a team of highly motivated and
youthful professionals, united in spirit and attitude. The team will be
empowered to take business decisions that exceed customer
expectations while remaining focused on increasing profit.

 Food and Beverage Vision

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To design and operate consistent and profitable food and beverage
facilities that are recognised as the leader in their local market.

 Finance Vision
To enhance the financial processes and systems that protects the
owner’s assets and maximise profitability.

 Human Resources Vision


To be a motivated team of multi-skilled individuals who embody
Hyatt’s culture goals, and values in a changing business environment.

 Marketing Vision
To be recognised by our customers, owners and employees as the
leader in the industry in understanding their needs, developing
products, providing services and communications which exceed
expectations.

 Rooms Vision
To provide exceptional guest service and a profitable state-of-the-art
room’s product that meets current and future business and leisure
travel needs.

 Technology Vision

26
To harness new and existing information and technology to make
better business decisions, improve efficiency and customer
satisfaction, enhance revenues and decrease the cost of doing
business.

Hyatt Culture Characteristics


Culture is our shared beliefs, practices and behaviours that best
represent working at Hyatt International. The Culture Characteristics
that have made Hyatt International successful to date reflect the way
we work to achieve our objectives and must be understood and
embraced by every employee.

 We are INNOVATIVE.

 We work through TEAMS.

 We CARE for each other.

 We encourage PERSONAL GROWTH.

 We are MULTICULURAL.

 We are CUSTOMER FOCUSED.

27
Touches of Hyatt
Greet Guests Warmly
Use the guest’s name, make eye contact.
Say Goodbye Warmly
Let guests know you look forward to welcoming them back.
Accept Compliments humbly
Graciously thank guests and colleagues.
Resolve Guest complaints
Take ownership, Solve the problem courteously and promptly, say “no”
only when absolutely necessary.
Treat Others Respectfully
With warmth and humility, including guests, owners, colleagues and the
local community.
Escort Guests Personally
Rather than pointing out directions.
Answer the Phone Professionally
Within three rings, with a smile in your voice, thank guests for holding.

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Take Pride in Your Appearance
Remember that first impressions count.
Work Safely and Cleanly
Take pride in your workplace.
Maintain Your Work Environment
Fix and report defects, respect the environment, recycle and conserve
energy.

Grand Hyatt Mumbai - Unique Selling Points


 The Hyatt Brand, Hyatt international Hotels & Resorts is an
exclusive group of hotels, which have earned a reputation for
quality, excellence and personalised service. Rand Hyatt
Mumbai is one of the 17 exclusive Grands within Hyatt
International Corporation’s hotel portfolio and one of six Hyatt
hotels in South Asia.

 Multi-Dimensional lifestyle complex, consisting of a hotel,


residences, conference, event and meeting spaces, restaurants,
entertainment centre, fitness centre and spa, shopping mall.

 Location, strategically located in Central Mumbai to service the


needs of South, Central and North Mumbai, close to the
Bandra-Kurla Complex, 10 minutes from the domestic airport
and convenient access to the International airport.

 Rooms, a large room inventory to support large MICE functions.


Each room is equipped with functional work stations with
access to high speed, uninterrupted broadband connectivity.

 Apartments, ideal for long-term staying guests requiring


accommodation for more than 30 days.

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 MICE, choice of premium indoor and outdoor locations within
the hotel for exhibitions and events, drive-in ability of the Grand
Ballroom and Grand Salon overlooking the central courtyard
with the 40ft waterfall and lush landscaping.

 Technology, centralised state-of-the-art audio visual technology


in-built into the Grand ballroom, video and tele-conferencing,
broadband connectivity, ceiling tracks for lighting and hanging
speakers in the Grand Ballroom.

 Food and Beverage, four restaurants with the facility of room


service, a gourmet store and an entertainment centre.

 Food and Beverage – MICE, creative themes with innovative


food and beverage concepts, restaurant-driven menus and live
food stations at events. Al fresco dining options at most function
rooms.

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Product and Facilities
1. Hotel Accommodation
Grand Hyatt Mumbai complex features a 547-room hotel with
the widest variety of five star accommodations in the city.
Grand King
Enjoy floor-to-ceiling windows with courtyard or city views, plus modern decor
with light Sycamore wood panelling 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

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 Dual line phones

 Voicemail

 Dataport

 24-hour concierge

 Safe large enough to store and charge laptop computer

 Crib upon request

 Fruit

 Slippers, Guest toiletries

 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

Grand Queen
Modern decor featuring Sycamore wood panelling and golden Jaisalmer stone
complements city or courtyard views in a spacious 40-sq.-metre room. Elegant

32
interiors include a queen-sized 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

 Hairdryer

 Minibar

 25 inch TV

 Video on demand

 Speakerphone

 Dataport

 24-hour concierge

 Technology concierge

 Morning newspaper

 Mineral water

 Phone in bathroom

 Robes

 24-hour room service

 Tea/coffee making facilities

 Cable/satellite TV channels

 Dual line phones

 Voicemail

 High-speed Internet access

 Individual air conditioning control

33
 Safe large enough to store and charge laptop computer

 Crib upon request

 Fruit

 Slippers, Guest toiletries

Grand Twin
Enjoy floor-to-ceiling windows with courtyard or city view, plus modern decor
with light Sycamore wood paneling and golden Jaisalmer stone. Spacious 40-
sq.-metre interiors include two twin beds, 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

 Technology concierge

34
 Morning newspaper

 Mineral water

 Phone in bathroom

 Robes

 Hairdryer

 Minibar

 25 inch TV

 Video on demand

 Speakerphone

 High-speed Internet access

 Individual air conditioning control

 Safe large enough to store and charge laptop computer

 Crib upon request

 Fruit

 Slippers, Guest toiletries

Club King
VIP accommodations include modern decor with Sycamore paneling and
Jaisalmer stone, complementing a king bed, marble bath and work desk with
complimentary high-speed Internet access and chocolates upon arrival. Lavish
Grand Club amenities including complimentary boardroom usage, airport
transfers and a private lounge offering American breakfast, refreshments,
cocktails and canapés.

Amenities

 Oversized work desk

35
 Marble bath

 24-hour room service

 Tea/coffee making facilities

 Cable/satellite TV channels

 Speakerphone

 Complimentary high-speed Internet access

 Individual air conditioning control

 Technology concierge

 Morning newspaper

 Mineral water

 Fruit

 Slippers, Guest toiletries

 Robes

 Hairdryer

 Minibar

 25 inch TV

 Dual line phones

 Voicemail

 Dataport

 24-hour concierge

 Safe large enough to store and charge laptop computer

 Crib upon request

 Complimentary chocolate box

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 Phone in bathroom

Club Queen
VIP accommodations include modern decor with Sycamore paneling and
Jaisalmer stone, complementing a queen bed, marble bath and work desk with
complimentary high-speed Internet access and chocolates upon arrival. Lavish
Grand Club amenities including complimentary boardroom usage, airport
transfers and a private lounge offering American breakfast, refreshments,
cocktails and canapés.

Amenities

 Oversized work desk

 Marble bath

 24-hour room service

 Tea/coffee making facilities

 Cable/satellite TV channels

 Speakerphone

 Dataport

 24-hour concierge

 Safe large enough to store and charge laptop computer

 Crib upon request

 Complimentary chocolate box

 Phone in bathroom

 Slippers, Guest toiletries

37
 Robes

 Hairdryer

 Minibar

 25 inch or larger TV

 Video on demand

 Complimentary high-speed Internet access

 Individual air conditioning control

 Technology concierge

 Morning newspaper

 Mineral water

 Fruit

 Phone in bathroom

Club Twin
VIP accommodations include modern decor with Sycamore panelling and
Jaisalmer stone, complementing two twin beds, marble bath and work desk with
complimentary high-speed Internet access and chocolates upon arrival. Lavish
Grand Club amenities including complimentary boardroom usage, airport
transfers and a private lounge offering American breakfast, refreshments,
cocktails and canapés.

Amenities

 Oversized work desk

 Marble bath

 24-hour room service

 Tea/coffee making facilities

38
 Cable/satellite TV channels

 Dual line phones

 Voicemail

 Dataport

 24-hour concierge

 Safe large enough to store and charge laptop computer

 Crib upon request

 Complimentary chocolate box

 Slippers, Guest toiletries

 Robes

 Hairdryer

 Minibar

 25 inch TV

 Video on demand

 Speakerphone

 Complimentary high-speed Internet access

 Individual air conditioning control

 Technology concierge

 Morning newspaper

 Mineral water

 Fruit

Grand Suite King

39
Sophistically designed featuring floor to ceiling windows offering a garden or a
city view, this suite is a spacious 52 to 61 sq-meters guest room with self
contained work desk with complimentary high speed Internet access, and
marble bath with separate shower area. Lavish Grand Club amenities including
complimentary boardroom usage, airport transfers and a private lounge offering
American breakfast, refreshments, cocktails and canapés.

Amenities

 Bottle of Wine

 Marble bath

 Tea/Coffee making facilities

 Dual line phones

 Crib upon request

 Safe large enough to store and charge laptop computer

 Robes

 Minibar

 Video on demand

 Dataport

 Morning newspaper

 Voicemail

 Fruit

 Complimentary high-speed Internet access

 Self contained work desk

 24-hour room service

 Cable/satellite TV channels

 Phone in bathroom

40
 Mineral water

 Technology concierge

 Hairdryer

 25 inch TV

 24-hour concierge

 Individual air conditioning control

 Speakerphone

 Slippers, Guest toiletries

 Complimentary chocolate box

Verandah Suite King


Garden and city views greet you from an oversized, furnished balcony adjacent
to a 64-sq.-metre suite featuring a king bedroom, a separate living area, marble
bath with separate tub and shower, oversized work desk with complimentary
high-speed Internet and chocolates upon arrival. Lavish Grand Club amenities
including complimentary boardroom usage, airport transfers and a private
lounge offering American breakfast, refreshments, cocktails and canapés.

Amenities

 Balcony

 Oversized work desk

 Marble bath

 24-hour room service

 Tea/coffee making facilities

 Cable/satellite TV channels

41
 Dual line phones

 Complimentary high-speed Internet access

 Individual air conditioning control

 Technology concierge

 Morning newspaper

 Mineral water

 Bottle of Wine

 Phone in bathroom

 Separate living area

 Robes

 Hairdryer

 Minibar

 25 inch TV

 Video on demand

 Speakerphone

 Dataport

 24-hour concierge

 Safe large enough to store and charge laptop computer

 Crib upon request

 Complimentary chocolate box

 Fruit

 Slippers, Guest toiletries

42
Grand Executive Suite
Floor-to-ceiling windows offer garden or city views in a luxurious 78-sq.-metre
suite with a king bedroom, spacious living area, marble bath with separate tub
and shower, self-contained work desk with complimentary high-speed Internet
access and chocolates upon arrival. Lavish Grand Club amenities including
complimentary boardroom usage, airport transfers and a private lounge offering
American breakfast, refreshments, cocktails and canapés.

Amenities

 Separate living area

 Robes

 Hairdryer

 Minibar

 25 inch TV

 Video on demand

 Speakerphone

 Complimentary high-speed Internet access

 Individual air conditioning control

 Technology concierge

 Morning newspaper

 Mineral water

 Bottle of Wine

 Phone in bathroom

 Oversized work desk

 Marble bath

 24-hour room service

43
 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

 Complimentary chocolate box

 Fruit

 Slippers, Guest toiletries

Diplomatic Suite
Elegant 86-sq.-metre suite with stunning views of the majestic 40 foot waterfall
features modern Sycamore panelling and Jaisalmer stone, complementing a
separate king bedroom, spacious living areas, marble bath with tub and shower,
self-contained work desk with complimentary high-speed Internet access and
chocolates upon arrival. Lavish Grand Club amenities including complimentary
boardroom usage, airport transfers and a private lounge offering American
breakfast, refreshments, cocktails and canapés.

Amenities

 Separate living area

 Robes

 Hairdryer

 Minibar

 25 inch TV

44
 Dual line phones

 Voicemail

 Dataport

 24-hour concierge

 Safe large enough to store and charge laptop computer

 Crib upon request

 Complimentary chocolate box

 Fruit

 Slippers, Guest toiletries

 Oversized work desk

 Marble bath

 24-hour room service

 Tea/coffee making facilities

 Cable/satellite TV channels

 Speakerphone

 Complimentary high-speed Internet access

 Individual air conditioning control

 Technology concierge

 Morning newspaper

 Mineral water

 Bottle of Wine

 Phone in bathroom

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Presidential Suite
Sycamore wood panelling and beautiful garden views complement a luxurious
166-sq.-metre suite with furnished balcony, luxurious bedroom, separate living
area, work desk with complimentary high-speed Internet access, kitchenette and
marble bath with jetted spa tub, shower and steam room. Enjoy exclusive extras
including personal butler and technology concierge, wine and chocolate upon
arrival, private bar, limousine airport transfers and access to the private Grand
Club lounge with full amenities.

Amenities

 Balcony

 Kitchenette

 Additional window in bedroom (suites)

 Robes

 Hairdryer

 Minibar

 Plasma TV

 DVD player

 Speakerphone

 Voicemail

 High-speed Internet access

 Printer/copier

 24-hour concierge

 Technology concierge

 Safe large enough to store and charge laptop computer

 Crib upon request

 Wine, Fruit basket, Chocolates

46
 Patio

 Separate sitting area

 Oversized work desk

 Marble bath

 24-hour room service

 Coffee maker

 Cable/satellite TV channels

 Dual line phones

 Cordless phone(s)

 In-room fax machine

 Dataport

 Individual air conditioning control

 Private concierge

 In-room safe

 Morning newspaper

 Mineral water

Grand Hyatt Residences


Introduction
Grand Hyatt Mumbai Residences offers 147 fully furnished, spacious and
contemporary apartments, offering residents a comfortable and stylish place to
call home while on extended stays in Mumbai.

Apartments are air-conditioned, fully equipped; open-plan apartments are


available in flexible configurations of one, two and three bedrooms, with
several featuring a private veranda with courtyard or city views.

47
The generously proportioned and well appointed Grand Hyatt Residences are
the city’s most contemporary and spacious serviced apartments.

With an address convenient to the city’s two international schools; key business
districts; the airports and Bandra, with its well-entrenched neighbourhood,
shops and restaurants; Grand Hyatt Residences provides the premier alternative
to a suburban lifestyle.

Email: residences.ghmumbai@hyattintl.com

Features
Characterised by a fresh and modern design, the residences are created to
provide luxury and comfort in a home-style atmosphere. Their seamless, open-
plan and contemporary style features light-hued Sycamore wood panelling
paired with golden Jaisalmer stone to give a feeling of space and serenity in
every room.

The apartments are available in flexible configurations of one, two and three
bedrooms, and all are fully furnished, with several offering a private veranda
with courtyard or city views. The size of the apartments varies from 72 sq. m. /
775 sq. ft. to 219 sq. m. / 2360 sq. ft., with some featuring a private patio with
garden furniture, overlooking the pool.

Apartments are equipped with a functional workstation with broadband Internet


connectivity, a private telephone number, two telephone lines with international
direct dialling, voice messaging and fax line capability.

Living and Dining Room


The separate living room features contemporary sofas and armchairs, and a
dining area with seating for four to six people. Warm, sophisticated and
welcoming, the living room is ideal to lounge around or entertain friends.
Several one-bedroom apartments with a private patio and garden furniture
overlook the pool and are ideal to soak in the sun or enjoy the evening over
some great wine.

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Bedroom and Bathroom
The bedrooms offer comfortable ergonomic beds, goose down duvets, feather
pillows and electronically controlled shades. Some apartments offer walk-in
wardrobes with ample storage space. All rooms are equipped with individual
temperature controls, a large flat-screen television, a DVD player, a vanity
table, iron and ironing board, and an in-room safe. The bathrooms feature
spacious bath areas, a hair dryer, and towel hampers.

Kitchen
The spacious, Western-style kitchens are fully equipped with cabinets,
countertops and a sink. The fittings also include a top-of-the-line refrigerator,
electric cook top and oven, exhaust hood, microwave, toaster, electric kettle,
coffee-maker, dishwasher, personal front loading washing machine cum spin
drier, chinaware, silverware, glassware and basic cooking utensils.

Exclusive facilities and services offered to residents include:


 Welcome kit and city guide

 Dedicated Concierge

 Dedicated swimming pool with Sunday BBQ (weather permitting)

 Children’s play area with special activities such as art and craft,
storytelling, indoor games, etc

 Baby-sitting

 Doctor on call

 24-hour security

 International standard emergency and security systems installed on each


floor

 Daily housekeeping and twice-weekly linen change

49
 Private lobby and designated underground car parking

 Delivery of groceries, vegetables, meats and other products from the


Gourmet Store, as well as provision items

 In-room dining with options from the speciality restaurants

 Convenient access to the hotel’s restaurants, Business Centre, Fitness


Centre & Spa and shopping plaza

 English daily and financial newspaper

2. Guest Services
Hotel Services & Amenities
Grand Hyatt 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 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. Whether it
is living, dining, entertaining, shopping or relaxing, the complex’s multiple
lifestyle features under one roof makes Grand Hyatt Mumbai a complete
destination in itself.

i) Business Services
Business Centre

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The Business Centre at Grand Hyatt Mumbai is a central hub for all business
travellers who require to use its spacious meeting room facilities, secretarial
services and computer and e-mail access. Business Centre personnel also help
with laptop, mobile phone and conference equipment rentals.

 Five private meeting rooms with seating for 7 to 16 guests

 Four individual, fully equipped workstations with computers, colour


printers and broadband connectivity

ii) Hotel Shops


The Grand Hyatt Plaza
The Grand Hyatt Plaza is a 9290-square-metre / 100,000 square-foot retail area
that redefines the shopping experience in the city. Designed by the same team as
the dramatic Grand Hyatt Mumbai, the mall is set over two levels around a
central atrium. With completely air-conditioned interiors and car parking
facilities for close to 700 cars, the plaza is designed to accommodate the casual
day shopper and the in-house hotel or apartment guest. The shopping plaza is of
special interest to guests who are part of a convention or banquet group in the
hotel's extensive conference facilities.

The plaza features the Gourmet Store where shoppers can sit down and rest over
a quick, light meal or share shopping tips over a cappuccino or a sandwich.
Additional and exciting dining options are also available, including a casual
meal at Grand Café or one of the speciality cuisine-based restaurants.

iii)Transportation

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Hotel Transportation Services:
 Chauffeured cars on hire

 Travel Desk

 BMW 7-series available for hire

Distances To and From the Hotel

 International airport - 9 km (20 minutes by car)

 Domestic airport - 3 km (10 minutes by car)

 Bandra-Kurla Complex - 3 km (5 minutes by car)

 Nariman Point (town centre) - 21 km (40 minutes by car)

3. Onsite Services
 In-room broadband high-speed Internet access and dataports are part of
the flexible work area

 25 inch colour television with cable/satellite channels

 Two outdoor swimming pools including a kid's pool

 Christiaan Georgio, Hair & Beauty Salon

 Outdoor recreation including tennis, basketball, beach volleyball and a


100 metre paved jogging track

 Choice of five restaurants serving a range of cuisine

 24-hour Room Service

 Meeting room facilities

 24-hour Manager on duty

 Babysitting service

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 Doctor on call, associated with Asian Heart Hospital

 Technology Concierge

 Safe-deposit facilities

 Foreign exchange facilities

 Chauffeured cars on hire

 Travel Desk

 24-hour laundry service

 The Grand Hyatt Plaza with exclusive boutiques

 Gourmet Store

 700-space underground car park for residents and guests

 Extensive landscaping and upper courtyard gardens with trees and


abundant water features

 Kids' play area

Internet
Stay connected during your stay with us. Following are the types of Internet
access and availability.

Guest Rooms:

High-Speed Internet - Wired

Meeting Rooms:

High-Speed Internet - Wired

High-Speed Internet - Wireless

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Public Areas:

High-Speed Internet - Wired

High-Speed Internet - Wireless

Dining and Entertainment


Restaurants
Grand Hyatt Mumbai offers a range of exciting and innovative Indian and
international dining options in the hotel's five speciality restaurants that include
China House – a new and unique paradigm to dining and lounging, M - grill
with a Martini bar and wine libraries, Celini - for truly home-style Italian
cooking, Grand Cafe - the all-day dining cafe, Soma - the Indian restaurant with
tandoor specialities as well as the Gourmet Store and The Bar.

 China House
Designed to exude the warmth of a typical Chinese home, China House offers
casual dining with a modern approach. The cuisine which is imaginative yet
simple emphasises on home-style Sichuan cuisine, but also features signature
Chinese delicacies including Peking duck, Beggar’s chicken, Hand-pulled and
Dan Dan noodles and a host of sumptuous desserts.

The plush lounge with modest opulence is a perfect setting for intimate

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lounging and conversations over pre-dinner drinks or late night cocktails.

Hours:

Lunch 12:30 pm – 3:00 pm


Dinner 7:00 pm – 12:00 midnight
The Lounge 8:00 pm – 3:00 am
Location: Access from the lobby level

 M
M, Grand Hyatt Mumbai’s offering a grill, Martini bar and wine library, is the
first of its kind in India. M is the hotel’s principal Western restaurant with its
culinary objective to offer select vegetables, best cuts of prime meats, seafood
and poultry from select locations around the world, using traditional cooking
methods.

M also features the M Bar, with a Martini list, Mumbai’s most extensive,
featuring more than 40 choices, making it the perfect haven for a Martini lover.
The dramatically lit Molteni open show kitchen, floor- to- ceiling windows with
views of the 40 ft waterfall and the two exclusive semi-private dining rooms
that hold 1,400 bottles of wine further enhance the look and feel of this unique
and impressive grill.

Hours:

7:00 am - 10:30 am (Mon-Sat


Breakfast
Only)
Dinner 7:00 pm - 12:00 midnight

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Sunday Brunch 12:00 noon – 4:00 pm
M Bar 7:00 pm – 12:00 midnight
Location: Entry from the lobby level next to The Bar

 Celini
Celini, truly Italian, home-style cooking embraces traditional Italian recipes and
presents them with a modern approach. Exuding and understated elegance,
Celini’s interiors are contemporary and simple. The restaurant showcases a
wood-fired pizza oven, rotisserie and charcoal grill – all built into its show
kitchen designed by Molteni of France.

Hours:

Breakfast Monday to Friday 6:00 am – 10:30 am


Weekends and Public Holidays 6:00 am – 11:00 am
Lunch 12:30 pm – 3:00 pm
Dinner 7:00 pm – 12:00 midnight
Late Night 12:00 midnight – 6:00 am
Dining
Location: Lobby level

Executive Lunches at Celini


From Monday to Friday

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Aimed at executives with busy schedules, the executive lunch at Celini is quick,
efficient and simple, yet delicious, and offers choices of appetisers, main
courses and desserts.

 Grand Café
Grand Café, the all-day dining café, offers Indian and International cuisine in a
casual and lively atmosphere. Ideal for a light meal of deliciously fresh
ingredients accompanied by a glass of good wine, the restaurant’s proximity to
the hotel’s shopping mall, The Grand Hyatt Plaza, provides the perfect
fortification for a shopping spree. The restaurant also offers exciting breakfast,
lunch and dinner buffets. The restaurant features an exquisite blend of both
traditional and international favourites on its impressive menu.

Hours:

A La Carte Breakfast Monday to Friday 7:00 am – 10:30 am

All Day Dining 10:30 am - 1:00 am

Lunch Buffet 12:30 pm – 3:00 pm

Dinner Buffet 7:00 pm – 12:00 midnight

Location: Lobby level

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 Soma
Grand Hyatt Mumbai’s Indian restaurant, offers authentic regional and tandoor-
grilled cuisine. The food is simple, with a selection of tandoor-grilled meats,
seafood and vegetables, each prepared 'live' to perfection. The tandoor show
kitchen is the restaurants central feature, allowing you to see skilled chefs
preparing your meal right before your eyes. The restaurant also serves a
traditional Indian 'thali' for lunch. The colourful and eclectic art at Soma reflects
the moon in its serene traditional moods providing the ideal ambience for
savouring authentic and traditional Indian cuisine.

Hours:

Lunch 12:30 pm – 3:00 pm


Dinner 7:00 pm – 12:00 midnight
Location: Lobby level

 Gourmet Store
Located on the ground level of the Grand Hyatt Plaza, the ‘Gourmet Store’ is a
culinary representation of the taste and style of Grand Hyatt Mumbai and a one

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stop-shopping destination for virtually any meal period of the day with
emphasis on quick, efficient and non-complicated service at all times.

The Gourmet Store features a large selection of gourmet delicatessen items such
as cheese, cold cuts, home-made salads, meats, made to order sandwiches as
well as coffee, an array of teas, smoothies, milkshakes are also offered as take
away or be consumed at the Gourmet Store. A selection of cakes, breads,
decorative pastries and cookies packaged in specially designed packaging are
also offered within the outlet.

Hours: 7:00 am - 9:00 pm


Location: The Grand Hyatt Plaza, access from Grand Café

Lounges/Bars
 M Bar
M for Martini, Malt, Magnum, Merlot, Mango, Mocha, Manhattan, Molteni...
Mumbai! The M Bar with Mumbai’s most extensive Martini list offers the city a
choice of more that 40 different kinds of Martinis making it the perfect haven
for a Martini lover. From the popular Cosmopolitan Martini to the Bollywood
Baby Martini, the Martini bar is taking Mumbai’s cocktail set by storm.

Hours: 7:00 pm – 12:00 midnight


Location: Entry from the lobby level next to The Bar

 The Bar
The Bar is centrally located at the lobby level, adjacent to all the restaurants
making it an ideal place to sit back and unwind with pre and post dinner drinks.
The wine list at the bar includes an eclectic range of vintage wines and
Champagnes from across the globe, which is sure to lure any wine connoisseur.
For all single malt enthusiasts, it also offers an extensive selection of whiskies
including scotches, double and single malts.

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Hours: 12:00 noon - 1:00 am
Location: Lobby level

 China House Lounge


Launched in May 2007, China House is a new and unique paradigm to dining
and lounging in the city of Mumbai. Located on a separate level, the multi-level
lounge is the perfect setting for intimate lounging and conversation, whether
over dinner, or for pre-dinner drinks or late night cocktails.

The main feature of the lounge is the centre, island-style LED light bar, with an
array of bottles and unconventional glassware that appear suspended on large
glass shelves overhead. Avant-garde interiors form a part of the single private
room, while semi-private booths with plush oversized armchairs and open
spaces add to the space as the music lingers in the air. The in-house signature
beverages, from the classics to the unique after-dinner cocktails, enhance the
feel of the lounge even further.

Located on the mezzanine level is “I deck”, the private area which is minimally
lit and akin in decor to a private lounge. This relaxing retreat offers the perfect
setting to linger after dinner over a fine single malt or to celebrate an occasion
with a few near and dear ones. And, if the mood takes them, guests can break
away from the seductive atmosphere, switch gears and connect to their own I-
pod, listen to their own music and sink into the mesmerising feel of being in
their own arena. After all, the “I deck” is all about your unique personality.
Multi-faceted in spirit, the China House lounge area serves as a versatile retreat

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and the ideal place to linger after dinner over a drink, or to party to the music
spun by the in-house DJ.

Hours: 10.00 pm - 3.00 am


Location: Access from the lobby level

Industrial Training

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Training Schedule
Department Duration

Food and Beverage Service – Soma Nov 06 2008 – Dec 01 2008

Culinary – Bakery Dec 02 2008 – Jan 02 2008

Housekeeping Jan 03 2008 – Feb 01 2008

Front Office – Bell Desk Feb 02 2008 – Feb 28 2008

Specialisation – Front Office (Concierge) Mar 01 2008 – Mar 14 2008

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Front Office

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Departmental Scope & Responsibility

ROLE OF FRONT OFFICE


Rooms Division comprises of a wide range of diverse
operations, which share the common aim of providing guests
with the highest levels of comfort, service and security.
The Front Office employees play a vital role in the creation of
a positive first impression of the establishment through an on-
going rapport with guests. In addition, the Front Office
employees are influential in shaping the city’s perception and
judgement of the hotel.
The impression which we aim to achieve is one of quick and
efficient service by friendly, courteous, informative and
helpful employees.

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Our guests must have the feeling that they are being taken
care of by people who are genuinely interested in their well-
being.
In order to achieve this goal, it is imperative that all front
Office employees develop a strong and positive working
relationship with all other departments.
It is the individual responsibility of each and every employee
to foster a close understanding of the roles of their colleagues
in other departments and to develop an empathy with te
problems that they may be encountering.

Front Office is to ensure maximum yield in terms of


occupancy and room rates.
1. To ensure that state-of-the-art technology is used to its
maximum potential for data collection and
administration, ensuring an efficient and complete guest
service is delivered at all times.
2. To function as the “control centre” of the hotel,
providing a 24-hour service for the handling of all
guests’ requirements.
3. To ensure effective communication with all departments
in order to facilitate our efficient service to our guests.

All employees must have full knowledge of all hotel facilities


and services, and be fully conversant with all aspects of the

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city/area attractions to ensure that all questions can be
answered immediately.
All Front Office employees must be fully trained in their job
functions to ensure they are able to handle any situation that
may arise in a responsible and professional manner.
As a large and extensive operation generating a major portion
of the hotel’s revenue, it is important that all areas are
effective in maintaining costs and controlling expenditure to
enhance overall profitability.

FRONT OFFICE - GOALS


The key front Office Goals are:-
1. To recruit young, energetic and well-motivated
employees for the Reception and Cashiers, who are
capable of providing our guests with a friendly yet
formal atmosphere, thus creating a more comfortable
environment.
2. To reduce payroll costs through the maximum use of
state-of-the-art technology.
3. To utilise the full potential of data retrieval and
communications, e.g. guest history.
4. To standardise the hotel’s approach to guest service and
the layout of guest areas to ensure a consistent standard
throughout the hotel.

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5. To further increase the guest satisfaction through the
introduction of new services and more efficient standards
recognising customer’s loyalty to meet the demands of
the frequent traveller.
6. To promote Hyatt’s loyalty program Gold Passport and to
encourage Brand Awareness in Mumbai.

FRONT OFFICE – CONCEPT STATEMENT


1. Location
 Front Office areas include reception and
cashiering. These areas are located on Lobby
level.
2. Manning
 It is the philosophy of the Division to recruit
young energetic employees who are committed to
long-term career opportunities with Grand Hyatt
Mumbai and Hyatt International.
3. Operating Philosophy
 Employees will promote a work environment that
encourages personalised and friendly service.

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 Employees are not restricted behind counters, but
are stationed by the lift landings and lobby areas
on lobby level to greet, welcome and assist all
guests.
 Knowledgeable employees will provide
recommendations and direct guests personally to
their desired locations.
 Employees will adopt a never say “No” approach
to any guest request. If a guest cannot be
completed a suitable alternative will be arranged.
 Employees are encouraged to take ownership in
serving guests so as to exceed expectations.
 At registration, guests will be welcomed to Grand
Hyatt Mumbai. Return guests will be welcomed
back using the guest name where ever possible.
 A clean database of hotel guests will be achieved
by a 3-phase registration process.
First Visit a business card, passport and credit card
will be obtained and the information will be
accurately entered into the computer.
Second Visit the guest will be asked any other
additional information to ensure that their profile is
complete.

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 VIP guests will be welcomed at the door of their
limousine by name and escorted directly to their
rooms. Registration will take place in the room.
 Upon Checkout, guests will be escorted to the
main door and bid farewell.
 When greeting the guest on the telephone or at
the desk, Staff are to greet the guest by name at
all times.
 Guest Information will be provided by computer
generated notes and guides at the concierge.

 Guests Preferences and requests are to be shared


in daily communication meetings creating
awareness within the entire division ensuring that
guest expectations are met.
4. Unique Services
 Concentrate on creating and using an extensive
Guest history database.
5. Hours of Operation
 The Front Office will operate on a 24-hour
schedule. The Team Leaders and Guest Service
Officers will be at the desk with an Assistant
Manager-Front office.
6. Uniforms

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 Uniforms will be selected to compliment the
interior design. There will not be a winter or
summer differentiation.

Rooms
THE TOP TWENTY

Check-In
We greet guests warmly, with a smile and offer
assistance following our brand standards check-in
process.

Data
We provide up-to-date information concerning our
valued guests.

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Safety & Security
We ensure that guests feel secure and verify guest
information with picture identification before providing
replacement keys or opening a guestroom door.
Employees are all well versed with our fire, safety and
emergency procedures.

Wake-up Call
We deliver wake-up calls on time, using the native
language of the guest where possible and a reminder
call is provided five minutes after the initial call. All calls
for VIPs and airline crewmembers are personally
delivered by a member of our team.

Message Delivery
We deliver all messages to the room within 10 minutes
where voicemail is not available.

Concierge
We provide a highly informative, professional
presentation and personalized service to our guests.

Clean & Dust Free Room


We thoroughly clean each room with the correct
cleaning agents and equipment. Carpets and floors
should always be well maintained and clean.

Amenities
We use hypo-allergenic/ecological friendly bath
products. All guest rooms should follow our brand
standards with regards to amenity sizes and standard
setups.

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Pillows & Duvets
We provide soft, light and comfortable feather down
pillows and duvets. A wide range of non-allergenic
pillows is available.

Linens & Towels


We replenish all linen and towels daily ensuring the
replacements are fresh, well laundered and stain free.
All linen and towels are well maintained and are
removed once we see signs of wear.

Beds
We offer a superior top quality branded mattress in all
guest rooms and follow the specifications spelled out in
the Information HYway. A maintenance care programme
shall be implemented to ensure we maintain optimum
comfort for a good nights sleep.

Power & Lighting


We ensure that an individual and a well placed Master
Switch should enable the guest to easily control lighting
in the room.

Guest Work Areas


Amenities and collateral are conveniently stored out of
sight to create an organised, professional work area.

Shower
We feature high quality showerheads along with strong
balanced water pressure in our bathrooms. The
showerheads are cleaned daily to ensure that water flow
is not obstructed.

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Do Not Disturb Sign
We do not enter rooms or disturb a guest requesting
privacy.

Collateral
We provide well-presented communication materials to
our guests in the most efficient and professional
manner, using quality graphics, materials and printing.

In-Room A/V Entertainment


We offer an extensive range of suitable Audio/Visual in
Room Entertainment including international news,
business, sports, local attractions and movie channels.

Cables & Wires


We make certain that all noticeable cables and wires are
neatly tied using quality and appropriate coloured straps
and retainers.

Pest Control
We ensure that a frequent and comprehensive pest
control programme is carried out by a certified vendor
on a regular basis to ensure we are always pest free.

Check, Check, Check


We create a philosophy that it is everyone’s
responsibility to constantly check the standard.

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Front office organization and hierarchy of staff

Director of Rooms
Aashima Sharma

Asst. Director of Rooms


Jager Thakur

Asst. Front Office Manager

Ashish Battu Phagun Virmani Tushar Mali Prachi Kurlekar

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Asst. Manager - Front Office

Saurabh Seth Padmavati Mantri Leon Mascarenhas Imtiaz Sheikh Tarun Kalra

Team Leaders

Guest Service Officers

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1. Bell Desk

Departmental Hierarchy

Asst. Manager

Agnel Pereira Nizam Sheikh

Team Leaders

Bell Boys

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Task List
 How to assist guest with Taxi service.

 How to arrange for transfers.

 How to issue car dockets for parking.

 How to receive car dockets to return guest cars.

 How to arrange for transfers.

 How to handle baggage of a check-in FIT.

 How to bring down luggage for departure FIT.

 How to handle short term luggage storage.

 How to handle long term luggage storage.

 How to use luggage trolley.

 How to prepare for morning distribution of newspapers.

 How to sort newspapers.

 How and when to distribute newspapers

 How to handle guest request for newspapers.

 How to handle guest request for medicines.

 How to handle request for car cleaning.

 How to handle “hold for arrival” items.

 How to deliver amenities to the rooms.

 Assistance on crowd control at Bell desk.

 How to answer guest queries regarding hotel facilities.

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 How to handle baggage of a check-in group.

 How to bring down luggage for departure groups.

 How to handle room change.

Skills developed and knowledge gained:-


 Understanding the duties and responsibilities of Bell desk.

 Performing the duties of a Doorman and understanding his


duties and responsibilities and behavioural pattern with guests.

 Learnt the proper way of interacting with guests in the standard


manner.

 Learn the importance of being proactive and assisting the guests


with whatever they need.

 Learnt the importance of time schedules and deadlines as one


has to know the importance of being at the right place at the
right time.

 Efficiency is important as one has to be very responsible while


handling guest articles.

 One has to be very alert while handling baggages because even


the slightest of carelessness and delay can cause major goof-ups
and result in guest inconvenience.

 To help guests with anything that they want and solve their
queries.

 To handle room changes.

 To deliver any amenities or products up to the rooms.

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 To arrange cars for local use or airport transfers.

 To escort guests while checking-in and checking-out.

 Learnt to handle short-term as well as long-term luggage


storage.

 Learnt how to control operations during heavy rush and how to


cope up with the work pressure.

 To provide new keys and replacing keys for guests and the
proper procedure for it.

 Collection of requisite items from the General Store for the Bell
Desk.

 Learnt the co-ordination between Bell desk and Front desk with
respect to check-in and check-out and expected arrivals.

 To handle group check-ins and check-outs.

Special Observations:-
 No details about in-house guests are divulged and people with
any such queries are directed to the Front Desk.

 Calls to be made to rooms should be made by house phones.

 While handing over new keys to the guests, photo-identification


is to be checked at all times.

 Fingers are never pointed towards any direction to the guest,


they should always be escorted.

 Whenever escorting guests up to the room while check-in, all


the standard operating procedures are to be followed.

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 There is a need for being proactive and guests should always be
asked if they need any assistance, especially at the lobby level.

Situations Handled:-
 During the ongoing HLL conference, the HLL company
representatives wanted to place a welcome letter and goodies in
all the rooms belonging to the delegates. I was entrusted upon
with the task of managing the entire operation and reporting
back to the TL-Front Desk. I was awarded with a HYstar for
completing the task to the satisfaction of all.

 Worked during the three days long annual NASSCOM


conference which was an enriching experience and I learnt a lot
from that experience.

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Duties & Responsibilities of Team Leader:-
Job Specifications:-
 Responsible self-starter, capable of handling multi-faceted
projects and of working under pressure.

 Excellent communication and guest relation’s skills, a proactive


problem solver.

 Team player, who values teamwork, has good team building


skills and is able to communicate effectively with all levels of
employees.

 Equips and motivates employees to achieve predetermined


goals, installing and maintaining appropriate empowerment
programmes.

 Personable and pleasant to deal with. Discreet, reliable and


diplomatic. Guest-driven, friendly, fair and approachable.

 Positive “can do” attitude and flexible approach.

 Ability to work under pressure and to stand for long hours at a


stretch.

Main Job Function:-


 Assist the Assistant Manager – Bell Desk in efficiently
managing the department according to the established concept
statement providing a courteous, professional, efficient and
flexible service at all times.

 Liaise with other related departments on daily operation.

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 Briefing the team on a daily basis.

 Handle guest enquiries and requests in a courteous and efficient


manner.

 Establish a rapport with guests maintaining good customer


relationship.

 Maintain the daily Log Book and follow-up file.

 Submit all reports on a timely basis.

 Directs subordinates to ensure productivity meets standards


given in accordance with the Hyatt standards.

 Through hands on management, supervise closely all Bell Desk


employees in the performance of their duties in accordance with
policies and procedures and applicable laws.

 Delegate appropriately, duties and responsibilities to equipped


and resourced employees, nurturing and developing them whilst
ensuring standards of operation and safety are maintained.

 Instill the training philosophies of the company.

 Monitor employee morale and provide mechanisms for


performance feedback and development.

 Ensure all employees provide a courteous and professional


service at all times.

 Ensure high standards of personal presentation and grooming.

 Maintains positive guest and colleague interactions with good


working relationships.

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Bell Desk – Brand Standards

Welcome
 Open vehicle door for the guest in good time of the vehicle
stopping or the guest stepping out.

 Greet as per time of day and welcome guest to the hotel by


saying:- “GM/GA/GE Sir/Madam, Welcome To The Grand
Hyatt Mumbai.”

 Remove the baggage from the boot of the car and confirm on the
number of pieces.

 Accordingly present the luggage tag to the guest.

 Assist guest with taking the luggage into the hotel.

 Direct/Accompany guest to the check-in area.

 Doorman should greet the guest as per the time of the day and
open the doors in due time.

 Direct/Accompany guest to the elevators.

 Wish the guest a pleasant stay.

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Welcome – In Room
 If accompanying to the room, point out and explain the
emergency exits and the exit plan behind the door.

 Check with guest upon the placement of luggage.


Rack/Wardrobe.

 Explain room features to the guest.

 Provide information on Internet Connection.

 Wish the guest a pleasant stay.

 Depart from the guest room without visibly lingering for tips.

Departure Sequence
 Check and confirm with guest on the number of pieces.

 Check on any pieces of luggage to be left behind for storage


reasons.

 Check with guest for departure transfer requests prior to check-


out.

 If requested transport to be kept ready prior to the guest arrival.

 Confirm with guest and load the luggage in the boot of the car.

 Wish the guest a pleasant trip.

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2. Concierge (Area of specialisation)
Concierge is that division of Front Office which deals with guest
requests. Concierge does anything and everything that the guest asks
for, but which is accepted by the legal framework.

Departmental Hierarchy

Asst.Manager
Leon Mascarenhas

Team Leader
Charlie D’Souza

Guest Service Officers

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Task List
 Providing information about the hotel and the services offered.

 Providing hotel car for local use.

 Recharging of mobile phones with the desired amount.

 Providing new mobile phone connections.

 Providing city information and places of tourist interest along


with a map and city guide.

 Keeping guest articles at the back area and tagging them.

 Organising a city tour and preparing an itinerary for the same.

 Processing guest requests for medicines.

 Delivering guest messages and parcels in the rooms.

 Ticket booking for the guests and delivering the ticket


confirmation.

 Understanding the usage of all the books and formats


maintained in the department.

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Skills developed and knowledge gained:-
 Learnt the workflow and duties and responsibilities of
Concierge.

 Learnt the details of all the books and formats maintained in the
department.

 Learnt the usage of various softwares used for various tasks.

 Learnt the standard behaviour code with guests.

 Learnt the telephone etiquettes to be used while talking to the


guests.

 Handling guest requests and processing them.

 Calling up guests to provide information and following-up


whenever needed.

 Handling guest queries and providing solutions.

Special Observations:-
 A Log Book is maintained and all the information in every shift
is entered in it. Tasks to be done are carried forward and written
accordingly. The staff should follow up whether all the tasks to
be done have been executed or not.

 After recharging the phone, the details are entered into the
“mobile recharge book” for future reference.

 All the courier receipts and medicine bills are filed up for future
reference and to check for any discrepancy.

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 A very important tool for the concierge operations is the “Hot
Log”. It is a sheet of paper onto which the details like the room
no, guest name, guest request etc. are noted down by the shift
in-charge as soon as the request is received. It thus helps in
processing the task and makes the follow-up easy. After each
shift the Hot Log is filed up and all the tasks which haven’t been
done are posted onto the Log Book.

 While providing new mobile connections, a photo-ID, a


passport-size photo and resident proof is required for
documentation.

 Any payment made by guests for the services rendered can be


directly taken in cash or the amount can be posted onto their
room account.

Situations Handled:-
 Processed a guest request for dinner reservation at a city
restaurant and made the booking and delivered the restaurant
confirmation letter to him.

 Prepared an itinerary for a guest who wanted to visit South


Mumbai as per the guidelines given by him and the time given.

 Provided details of the city and important locations to guests.

 Booking of airline tickets for guests and delivering the


confirmation.

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Duties & Responsibilities of Team Leader:-
Job Specifications:-
 Responsible self-starter, capable of handling multi-faceted
projects and of working under pressure.

 Excellent communication and guest relation’s skills, a proactive


problem solver.

 Team player, who values teamwork, has good team building


skills and is able to communicate effectively with all levels of
employees.

 Equips and motivates employees to achieve predetermined


goals, installing and maintaining appropriate empowerment
programmes.

 Personable and pleasant to deal with. Discreet, reliable and


diplomatic. Guest-driven, friendly, fair and approachable.

 Positive “can do” attitude and flexible approach.

Main Job Function:-


 Assist the Assistant Manager – Concierge in efficiently
managing the department according to the established concept
statement providing a courteous, professional, efficient and
flexible service at all times.

 Liaise with other related departments on daily operation.

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 Handle guest enquiries and requests in a courteous and efficient
manner.

 Establish a rapport with guests maintaining good customer


relationship.

 Maintain the daily Log Book and follow-up file.

 Submit all reports on a timely basis.

 Directs subordinates to ensure productivity meets standards


given in accordance with the Hyatt standards.

 Through hands on management, supervise closely all Concierge


employees in the performance of their duties in accordance with
policies and procedures and applicable laws.

 Delegate appropriately, duties and responsibilities to equipped


and resourced employees, nurturing and developing them whilst
ensuring standards of operation and safety are maintained.

 Instill the training philosophies of the company.

 Monitor employee morale and provide mechanisms for


performance feedback and development.

 Ensure all employees provide a courteous and professional


service at all times.

 Ensure high standards of personal presentation and grooming.

 Maintains positive guest and colleague interactions with good


working relationships.

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Duties & Responsibilities of Guest Service Officer:-
Job Specifications:-
 Responsible self-starter, capable of handling multi-faceted
projects and of working under pressure.

 Excellent communication and guest relation’s skills, a proactive


problem solver. Attention to detail.

 Positive “can do” attitude and flexible approach.

 Team player, who values teamwork, has good team building


skills and is able to communicate effectively with all levels of
employees.

 Personable and pleasant to deal with. Discreet, reliable and


diplomatic. Guest-driven, friendly, fair and approachable.

 Understands and respects local culture, able to adapt to changing


environment.

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Main Job Function:-
 Answers all general enquiries pertaining to the hotel and its
sister properties, as well as Mumbai in general.

 Keeps information material updated.

 Have an accurate and up-to-date knowledge of hotels and the


tourism in Mumbai and is aware of all promotions/events
happening in the hotel and the city.

 Respond to requests to undertake any reasonable tasks and


secondary duties and to changes as dictated by the hotel,
industry and company.

 Provides a courteous and professional service at all times.

 Maintains positive guest and colleague interactions with good


working relationships.

 Ensure high standards of personal presentation and grooming.

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3. Front Desk
Front Desk is that division of the Front Office which deals with
check-in and check-out and cashiering.

Front Desk Check-In Standards:-


Welcome
 Maintain the 15/5 rule.

 Greet guest warmly as per the time of the day.

 Maintain eye contact.

 Offer assistance.

 Ask permission for proceeding further.

 Use guest name at least twice.

Information
 Business Card

 Passport (Foreign National)

 Departure Date and Time (Early Departure)

 Transfer Request

 Billing (Settlement/Entitlements)

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 Room Type Preference

 Gold Passport

 Frequent Flyer Program

 Room Rate reconfirmation (Non-Verbal)

 Room Number reconfirmation (Explain Room features)

 Offer Express Checkout.

 Enquire for baggage assistance.

Farewell
 Explain to the guest the direction to the room. (Introduce Escort
if applicable)

 Wish him a pleasant stay.

 With time at hand reconfirm with bell services whether baggage


has been sent across.

Front Desk Check-Out Standards:-


Welcome
 Maintain the 15/5 rule.

 Greet guest warmly as per the time of the day.

 Maintain eye contact.

 Offer assistance.

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 Ask permission for proceeding further.

 Use guest name at least twice.

Information
 Reconfirm room number.

 Reconfirm upon last name.

 Request for room keys.

 Check for baggage to be collected.

 Check/reconfirm for departure transfer.

 Check Mini Bar consumption.

 Check upon stay comfort and offer comment card.

 Check on electronic safe.

 Present the correct/payable bill.

 Proceed as per MOP.

 Handover one copy for guest reference.

Farewell
 Thank the guest for the patronage offered.

 Wish him a pleasant journey onward.

 Express interest towards future visits and offer to make


reservations.

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Duties & Responsibilities of Team Leader:-
Job Specifications:-
 Responsible self-starter, capable of handling multi-faceted
projects and of working under pressure.

 Excellent communication and guest relation’s skills, a proactive


problem solver.

 Team player, who values teamwork, has good team building


skills and is able to communicate effectively with all levels of
employees.

 Equips and motivates employees to achieve predetermined


goals, installing and maintaining appropriate empowerment
programmes.

 Personable and pleasant to deal with. Discreet, reliable and


diplomatic. Guest-driven, friendly, fair and approachable.

 Positive “can do” attitude and flexible approach.

Main Job Function:-


 Assist the Assistant Manager – Front Office in efficiently
managing the department according to the established concept
statement providing a courteous, professional, efficient and
flexible service at all times.

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 Liaise with Housekeeping and other related departments on
daily operation.

 Handle guest enquiries and requests in a courteous and efficient


manner and report guest complaints or problems to Assistant
Manager – Front Office if no immediate solution can be found
and assure follow up with guests.

 Establish a rapport with guests maintaining good customer


relationship.

 Ensuring that the cashiering procedures are strictly adhered to.

 Liaise and organise with Housekeeping Department that the


established cleaning schedules are strictly adhered to.

 Report “Lost and Found” items.

 Maintain the daily Log Book and follow-up file.

 Submit all reports on a timely basis.

 Directs subordinates to ensure productivity meets standards


given in accordance with the Hyatt standards.

 Through hands on management, supervise closely all Front


Desk employees in the performance of their duties in accordance
with policies and procedures and applicable laws.

 Delegate appropriately, duties and responsibilities to equipped


and resourced employees, nurturing and developing them whilst
ensuring standards of operation and safety are maintained.

 Instill the training philosophies of the company.

 Monitor employee morale and provide mechanisms for


performance feedback and development.

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 Ensure all employees provide a courteous and professional
service at all times.

 Ensure high standards of personal presentation and grooming.

 Maintains positive guest and colleague interactions with good


working relationships.

 Take an active involvement in the welfare, safety, development


and well-being of employees providing advice, counselling and
truthful, diplomatic feedback.

Duties & Responsibilities of Guest Service Officer:-


Job Specifications:-
 Responsible self-starter, capable of handling multi-faceted
projects and of working under pressure.

 Excellent communication and guest relation’s skills, a proactive


problem solver. Attention to detail.

 Positive “can do” attitude and flexible approach.

 Team player, who values teamwork, has good team building


skills and is able to communicate effectively with all levels of
employees.

 Personable and pleasant to deal with. Discreet, reliable and


diplomatic. Guest-driven, friendly, fair and approachable.

 Understands and respects local culture, able to adapt to changing


environment.

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Skills Required:-
 Good computer skills.

 Good social skills.

 Fluent English – written and spoken, multi-lingual desirable.

 Ability to stand for long hours at a stretch.

 Ability to work under pressure.

 Ability to work early/late and after midnight shift hours.

Main Job Function:-


 Meets and greets all VIP guests, assists with registration, and
escorts to the room.

 Answers all general enquiries pertaining to the hotel and its


sister properties, as well as Mumbai in general.

 Keeps information material updated.

 Have an accurate and up-to-date knowledge of hotels and the


tourism in Mumbai and is aware of all promotions/events
happening in the hotel and the city.

 Verifies arrival and departure details and arranges luggage


handling and transportation and other services requested by
guests.

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 Updates all in-house guest profiles as well as maintains guest
history records.

 Handles guest complaints/concerns, serves as a liaison with


necessary departments.

 Prepares welcome cards and keys for arrival FIT guests.

 Assists in taking guest checkouts and handles cashiering


functions as per the hotel policies laid down.

 Maintains cash float and hands over cash and all pertinent guest
information efficiently to the next shift.

 Provides a courteous and professional service at all times.

 Maintains positive guest and colleague interactions with good


working relationships.

 Ensure high standards of personal presentation and grooming.

 Respond to requests to undertake any reasonable tasks and


secondary duties and to changes as dictated by the hotel,
industry and company.

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4. Communication Centre
Role of Communication Centre:-
Rooms Division is made up of a wide range of diverse operations,
which share the common aim of providing guests with the highest
levels of comfort, service and security.
The communication Centre employees play a vital role in the
creation of a positive impression and the establishment of an
ongoing rapport with guests. With its efficient and high response
tracking capability, the hardware system selected will further
enhance the communication effectiveness as a one-stop call for all
services required by the guests.
The Communication Centre is to ensure quick response for all
guests’ needs and enquiries. Its main functions are:-

 As the “control centre” of the hotel, providing a 24-hour


service for the handling of all guests’ requirements when they
call for assistance.

 To obtain and dispense updated information on the entire


hotel’s services, facilities, personnel movements ensuring a
high level of information integrity.

 To ensure effective communication with al departments in


order to facilitate our efficient service to our guests.
All employees must have knowledge of all hotel facilities and
services, and be fully conversant with all aspects of the city/area
attractions to ensure that all questions can be answered immediately.

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All communication centre employees must be fully trained in their job
functions to ensure they are able to handle any situation that may arise
in a responsible and professional manner.

Operating Philosophy:-
 The Communication centre is a new concept fpr Hyatt
International that will channel all guest communications into
one central area.

 Communication consisting of all telephone calls, both internal


and external, facsimiles and internal paging will be centralised
through the computerised call centre.

 The guest room telephone will still have the individual


department phone numbers, however all extensions will connect
directly to the Communication centre for ease of customer
service.

 The Communication centre will be equipped with the latest


touch-screen technology, incorporating the following integrated
software: Fidelio Opera, QMS, Emergency Life Systems and
paging software.

 All guest requests for housekeeping, laundry, bell desk and


engineering will be directed to the Communication Center and
forwarded via pager to designated employee for completion.

 Employees will adopt a never say “No” approach to guest


services. If a guest request can’t be completed a suitable
alternative is arranged.

 All employees are to take responsibility for guest requests and


ensure that all such requests are followed up.

 Employees will always convey a pleasant and professional


telephone manner.

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Communication Centre Department Goals:-

The key Communication centre goals are:-


 To recruit young, energetic and well motivated employees for
the Communication Centre who are capable of providing the
guests with an informal, friendly atmosphere, thus creating a
more comfortable environment.

 To adhere to the company’s philosophy on decentralisation and


flexible staffing, and to run each area of the Communication
Centre as a free standing profit centre.

 To reduce payroll costs through the maximum use of state-of-


the-art technology.

 To create a communication centre which embraces IMAC


principles.

 To standardize the hotel’s approach to guest service and the


layout of guest areas to ensure a consistent standard throughout
the hotel.

 To further increase guest satisfaction through the introduction of


new services and more efficient services recognizing customer’s
loyalty to meet the demands of the frequent traveller.

 To ensure efficient communications within the entire hotel by


specializing in customer service orientated skills and up to date
information.

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Forms and Formats

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Hyatt Regency, Kolkata
Park Hyatt Resort & Spa, Goa
Grand Hyatt, Mumbai
Hyatt Regency, Mumbai
Hyatt Regency, New Delhi
Grand Hyatt Shopping Plaza
China House
M
Celini
Soma
China House Lounge
Grand Café
The Bar
Concierge Desk
Laundry Form
Breakfast Menu

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Bell Boy’s Errand Card
Hotel Information Slip for Return Journey
TV Channel List
Guest Comment Card
Room Service Menu
Luggage Tag
City Map kept at the Concierge for Guests.
Captain’s Order Ticket used in restaurants.
Facsimile Sheet in rooms.
Departure Tag for Hotel Cars
Guest Room Key Card
Guest Notepad
Hyatt Gold Passport Form

106