introduction

Hospitality is about serving the guests to provide them with "feel-good-effect". "Athithi devo bhavha" (Guest is God) has been one of central tenets of Indian culture since times immemorial. In India, the guest is treated with utmost warmth and respect and is provided the best services. Today hospitality sector is one of the fastest growing sectors in India. It is expected to grow at the rate of 8% between 2007 and 2016.

The top players in hospitality sector include the following: ITC Hotels Indian Hotels Company Ltd. (The Taj Hotels Resorts & Palaces) Oberoi Hotels (East India Hotels) Hotel Leela Venture Asian Hotels Ltd. Hotel corporation of India ITDC Hotels The industry can be classified into four segments: 5 Star and 5 Star Deluxe. These are mainly situated in the business districts of metro cities and cater to business travelers and foreign tourists. These are considered to be very expensive. These account for about 30% of the industry.

Heritage Hotels. These are characterized by less capital expenditure and greater affordability and include running hotels in palaces, castles, forts, hunting lodges, etc. Budget Hotels: Budget hotels cater mainly to domestic travelers who favor reasonably priced accommodations with limited luxury. These are characterized by special seasonal offers and good services. Unclassified: These are low-priced motels spread throughout the country. A low-pricing policy is their only selling point. This segment accounts for about 19 % of the industry.

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

2. Demand-supply gap : Indian hotel industry is facing a mismatch between the demand and supply of rooms leading to higher room rates and occupancy levels. With the privilege of hosting Commonwealth Games 2010 there is more demand of rooms in five star hotels. This has led to the rapid expansion of the sector. 3. Government support: The government has realized the importance of tourism and has proposed a budget of Rs. 540 crore for the development of the industry. The priority is being given to the development of the infrastructure and of new tourist destinations and circuits. The Department of Tourism (DOT) has already started the "Incredible India" campaign for the promotion of tourism in India. 4. Increase in the market share: India's share in international tourism and hospitality market is expected to increase over the long-term. New budget and star hotels are being established. Moreover, foreign hospitality players are heading towards Indian markets.

WEAKNESSES 1.Poor support infrastructure: Though the government is taking necessary steps, many more things need to be done to improve the infrastructure. In 2003, the total expenditure made in this regard was US $150 billion in China compared to US$ 21 billion in India. 2.Slow implementation: The lack of adequate recognition for the tourism industry has been hampering its growth prospects. Whatever steps are being taken by the government are implemented at a slower pace. 3.Susceptible to political events: The internal security scenario and social unrest also hamper the foreign tourist arrival rates.

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

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

THREATS 1. Fluctuations in international tourist arrivals: The total dependency on foreign tourists can be risky, as there are wide fluctuations in international tourism. Domestic tourism needs to be given equal importance and measures should be taken to promote it.

2.Increasing competition: Several international majors like the Four Seasons, Shangri-La and Aman Resorts are entering the Indian markets. Two other groups - the Carlson Group and the Marriott chain - are also looking forward to join this race. This will increase the competition for the existing Indian hotel majors.

The Indian Hospitality Industry An Overview

The current scenario

Existing hotel rooms in India: 202,963, source FHRAI Revenue of the Indian hotel industry FY 2007-08: INR 38,558 crore 30% of this revenue i.e. INR 11,567.4 crore went back into the market in FY 2008-09 as operating expenses Number of hotels and restaurants in India:

Hotel category No. of Hotels

No. of Rooms 5 star deluxe/5 star 4 Star 134 3 Star 505 2 Star 495 1 Star 260 Heritage 20, 770 30,100 22,950 10,900 70 4,200 165 43, 965

Uncategorised 7,078 Total 8,707 1,32,885 12,750

Restaurants

What the future holds:

Despite the global recession, inflation, terrorism and other factors, the overall outlook for the Indian hospitality market is optimistic and will remain so says HVS India remains the second fastest growing economy in the world and the economic growth of the country is at 7.1% of the GDP as declared by Mr. Pranab Mukherjee, Finance Minister, India. The Tourism Ministry, Government of India, has set a target of 10 million tourists to India by 2010 The WTO (World Travel Organisation) predicts that India will receive 25 million tourists by year 2015 Projected investments years 2009-015

Rooms being built across hotel categories: 114,000, source HVS Investment in rupees: INR 40,463.10

The Growing Indian Hospitality Industry India has the potential to become the number one tourist destination in the world with the demand growing at 10.1 per cent per annum, the World Travel and Tourism Council (WTTC) has predicted.

The WTO (World Travel Organisation) predicts that India will receive 25 million tourists by year 2015.

Major attractions in India are the world's highest mountains, miles of coastline with excellent beaches, tropical forests and wildlife, desert safari, lagoon backwaters, ancient monuments, forts and palaces, adventure tourism and, of course, the Taj Mahal.

India currently has over 200,000 hotel rooms spread across hotel categories and guest-houses and is still facing a shortfall of over 100,000 rooms (source: FHRAI).

The country is witnessing an unprecedented growth in hotel constructions and will be adding almost 114,000 hotel guest rooms to its inventory over the next five years. (source: HVS)

The earlier setbacks in global tourism have strengthened the Department of Tourism's resolve to promote India's tourism through aggressive marketing strategies through its campaign 'Incredible India'.

The 'marketing mantra' for the Department of Tourism is to position India as a global brand to take advantage of the burgeoning global travel and trade and the vast untapped potential of India as a destination.

Notified changes in the industry(random reviews) people have been working in the luxury hotel business for a number of years; in fact someone is someway involved in providing people with exemplary service for their stays. we must admit however that it is getting harder the longer in the business. It seems that people's demands are getting more and more extreme. 

A few years ago nobody did not mind going out and picking up bunches of flowers for guests or providing a glass of champagne in the room freshly poured and perfectly chilled. The luxury hotel industry recently however seems to be attracting a rather resentful element who demand things at all hours, or maybe it is just us and it is about time we moved on and found work where answering people's whims is not the main objective.  'When I landed my first job in a luxury hotel the tips were out of this world, if you got to know regular customers and did that little extra for them tips of forty, fifty and even sixty pounds were not uncommon. It was the price that regulars who understood the lengths you as a luxury hotel concierge would go to, were willing to pay.  Now it is the case that with so many picking up cheap internet deals on a weekend getaway the clientele has changed beyond recognition. Now I do not have a problem with this, I

would happily welcome people of all classes into my luxury hotel, however the level of respect and expectation of guests who are not used to luxury hotel services shows not only in how they treat staff but also in how much they tip.'Maybe the era of providing a dedicated service to guests is over. Granted there will always be small sections who are used to staying in luxury hotels and who don't mind paying full whack for the privilege. With an influx of reduced rate, weekend getaway guests however; standards of service will undoubtedly slip. 

The reason for this is simple; luxury hotel staff will see that some guests are paying less and so will not strive to provide a service that it is worth its definition of luxury. A luxury hotel is deemed as such not purely through the opulence of its rooms and lobby but through the commitment of its staff to providing unsurpassed service. It can be judged that guests stays are often rated 'eighty to twenty', eighty being the service encountered during their stay and twenty being the physical surroundings of the hotel itself. 

Such is the hotel trade in the last decade," when I began in the luxury hotel industry guests would mostly be there for a week, staying for a week whilst dining with friends and taking advantage of the locality. Now people have less time in their hectic schedules and often a weekend getaway is all they can find time for. The sad thing about this is that the personal touch has gone, it is no longer possible to get to know your guests and subsequently the job has lost much of its interest for me. " 

"Having worked in luxury hotels from London to New York I have met some amazing people and got to know some well respected sportsmen, businessmen and politicians. I am not saying that these sections of society no longer have a use for a good luxury hotel but with so many now lacking the personal touch it is harder to build relationships with clients. "

Realistic changes made in the industry Industry change 1: The beginnings of PDA equipped mobile receptionists

The use of 'roaming' staff is making waves in UK customer service roles. From roving ThirstPack sporting 'bar staff' at football stadiums to 'floating' librarians in Bristol's libraries, it seems the days of customer service staff sitting in fixed positions is slowly coming to an end. In hospitality terms, one luxury hotel is already known to be trialing PDA-equipped mobile receptionists who are instructed to approach customers and check them in away from the traditional check-in desk.

Industry change 2: The end of hotel room telephones

Ask yourself, why the need for hotels to supply a telephone in each room? Does not everyone have a mobile phone these days? Let us not also underestimate the inroads, facilitated by hotel Wi-Fi, made by VoIP further diminishing the dominance of telephones. The one significant argument for hotel room telephones is that they are needed in case of emergency. But surely this need can be overcome in another way, a more cost-efficient way by hotels.

Industry change 3: Hyper-flexible deposits

A hotel owner recently extolled to me the virtues of having the deposit percentage determined by tariff whereby a different deposit percentage is taken from the customer depending on the date or tariff or room type i.e. some tariffs may ask for a 0% deposit whilst others for 100% Industry change 4: iPads here, there and everywhere The impact of iPads has already had plenty of press coverage. Articles have detailed everything from it being used as a newspaper reading device in hotel bedrooms, restaurant staff using it as a

gimmicky giant PDA, to concierge staff utilizing it to bring their directional advice to life with Google street view maps.

Industry change 5: Increased reliance on GDS/OTA websites This is a personal anecdote. I recently travelled to North Africa and needed to organize my accommodation from the UK. I visited the websites of various accommodation providers to try to make a reservation . But each place required a deposit which could either be paid by money transfer or by emailing my credit card details. From a security point of view both of these went against my instincts, and most likely the advice of many a high street bank, so I booked places to stay directly on booking.com - safe in the knowledge that my card details would not be compromised or abused. I think this practice will become more common as Internet fraud levels rise and, therefore, people will only be willing to give credit card details to trusted payment processors.

A global view of travel and tourism
Global travel increased by 6% in 2007 compared with 2006, crossing tourism forecasts for the fourth year in succession. Among the various regions, the Middle East registered the highest growth in arrival of international tourists with 46 million tourists compared with 41 million in 2006, a growth of 12.2%.The opening up of the aviation industry in India has resulted in exciting opportunities for the hotel industry. - The share of Travel & Tourism industry to the global GDP was 6.48% in the year 2007 with value of US$ 3,493.19 billion and industry demand contributed to 13.21% of global GDP in 2007. - Middle East was the fastest-growing region in terms of arrivals of international tourists during 2007. 2

- According to the report by World Travel and Tourism Council, India currently ranks 18th in business travel and will be among the top 5 nations by the end of 2010. - ASSOCHAM has projected that Medical Tourism is likely to become the leading foreign exchange earner for India - India is now emerging as one of the hot destinations for medical - tourism after Singapore, Thailand, Hong Kong, Malaysia, Philippines, Columbia A touch of tenderness, a helping hand, a welcoming visage... the Indian hospitality sector is certainly the most apt replication of the belief ATITHI DEVO BHAVA'. Good quality products and services at affordable prices should be the USP of any successful venture and hotels in the country boast of exactly this! According to the world travel and tourism council, the growth in the hospitality industry is pegged at 15% every year, and with 2, 00,000 rooms (both luxury and budget) needed in the country, the segment is poised for a stupendous growth. Travel tales While the high influx of foreign tourists has ensured huge footfalls for the sector over the years, internal tourism too has, off late, begun offering great potential. With travelers taking new interests in the country, players in the hospitality sector have had to offer the best of services, at affordable prices. Also, with the USD 23 billion software services sector pushing the Indian economy skywards, more and more IT professionals are flocking to Indian metro cities, thus signaling a boom time for the hotel and hospitality segment. Several other factors such as Commonwealth Games in Delhi are fueling the need further.

Haw the game is changing in India (over the decade) Factors influencing the change1)the Indian economy

India's GDP has grown at an impressive 8.5% during the six years spanning 2003/042008/09. The recent global financial crisis has only reduced the rate by 2-3 percentage points and even then the economy continues to grow at the annual rate of 6% following the three quarters after the meltdown. Several domestic and global agencies have recently applauded the Indian economy's resilience and have projected a growth rate of 7% in 2010 and 7.5% for 2011. India reduced its central fiscal deficit from 8% of the GDP in the early 1990s to 2.5% in early 2008 Key game changersy y y y y India's exponential FDI growth likely to continue Indian demographics, the right fit for global business audiences Continued growth of projected GDP, at more than 7% in the years ahead Resilient economy, only marginally affected by the global financial crisis Exponential service sector growth, with emergence of BPO, Telecom and other sectors

2)maturing of Indian hotels market

about a decade ago, there were really only a handful of major hotel markets in India, namely the four metros and possibly a Bangalore or a Goa, a result of businesses primarily being based in and needing hotel rooms in these cities. Thus, while visitors to these major cities had a choice of several luxury and upscale hotels, affiliated with both domestic and international brands, the availability and quality of hotels declined significantly when venturing to the smaller cities. In the last decade, as the major cities developed rapidly, real estate prices soared, and the cost of setting up and sustaining business operations in these cities became prohibitive. Companies, therefore, started looking at other cities in the country where costs were lower which resulted in the ascent of cities such as Hyderabad, Pune, Jaipur and Ahmedabad. As a result of these dynamics, there are currently about 10 to 12 main hotel markets in the country, all of which offer a variety of branded product offerings across different positioning
Key game changers
y y y y y y Emergence of secondary and tertiary cities Emergence of micro-markets Continued marketing of Brand India Continued improvement of infrastructure in Indian cities and towns Ease of attaining Indian visas Development of India's image as a safe, secure and friendly destination

y

Development and marketing of niche tourism like medical tourism, religious circuits, adventure tourism etc.

3)hotel

brand exposions in india

In the year 2000, hospitality in India was primarily dominated by the domestic players, namely Taj Group of Hotels, Oberoi Hotels & Resorts, ITC Hotels, and the government owned ITDC (The India Tourism Development Corporation Ltd) Hotels, with only a handful of international brands having a token presence in the form of marketing alliances in India. Also, while some of today's home-grown hotel chains like Leela, Bharat Hotels, Sarovar and Asian Hotels were around at that time, they were for the most part single-asset owners. Key game changers
y y y y y Entry of most major international brands Changing perception of Indian markets as a lucrative opportunity among international brands Growth of the Indian middle class offering a large consumer base of more than 1 billion people Educated and well exposed Indian audiences, likely to accept global brands wholeheartedly Expected emergence of branded budget and economy hotels

4) India ± The MICE Business Opportunity In 2000, we had only 2.6 million international visitations. India played host to 5.13 million arrivals in 2009, slightly down from 5.37 in 2008, owing primarily to the contraction in the global economy. When compared to some of the other Asian countries this is still a sad story, but one with immense potential and a tremendous growth opportunity. While the state and central governments focus on 'Incredible India' to bring in tourists, we believe an equal interest needs to be adopted by them to attract and grow the MICE (Meetings, Incentive, Conventions and Exhibitions) segment as it has the potential to change the face of several upcoming Indian cities. Key game changers
y y y y y Growth of science and technology related industries like biotechnology and pharmaceuticals that then host large conferences Growth of the manufacturing sector Increased interest in India as a travel-worthy destination Successful and replicable model in HICC Expected emergence of dedicated convention centres in more cities

5) Hospitality Marketing Trends Ten years ago, the marketing mantra that worked best for hotels was the creation of a brand; make it exclusive, market the experience as surreal and the customer's decision to purchase was expected to automatically follow suit. This worked at that time because there was a narrow playing field with few domestic and international hotel chains in the country. Not surprising then that in 2010, India has seen an increased supply of international and domestic hotel chains that now volley with independent hotels for market share.

Key game changersy y y y y Broadening of the playing field with entry of many domestic and international hotel chains Well educated, travelled and experienced customer base Evolution of the brand from a one-way communication stream to a two-way one that accommodates customer needs and experiences Consistent delivery of brand promises and customer experiences Marketing equations changing in favour of the customer with online channels like Web 2.0 and social networking

6)hotel

development costs

In the past ten years most commodity prices have gone up. Development costs have always been a challenge for anyone looking to build a hotel in India. The land cost has increasingly become a significant portion of the development cost for any project, accounting for 30-50% of the total development cost, while the same equates to about 1520% internationally

Key game changers
y y y y Likely rationalization of land costs, due to the recent economic conditions Increased import of material from global sources, as long as quality goods are available Expected rationalization of costs, with government intervention in relaxing the license process Expected rationalization of per key development costs, with entry of brands across all positionings

8. Food & Beverage (F&B) Concepts
Ten years ago, when one talked about 'eating out' at a standalone restaurant, for the most part it meant going to Kwality, Gaylords or Nirulas. Today, F&B offerings in India have evolved and are fast making a mark for themselves in the global F&B arena, too. Until recently, five-star hotel restaurants were considered the epitome of fine dining experiences in the country; however, the rapid growth in standalone restaurants is seriously challenging the former for top honours. With a well travelled upwardly mobile consumer, new and trendy food concepts are a rage in the Indian F&B business. Of late standalone restaurants like Indigo, Tote, Olives, Tetsuma, Trishna, Zest, Smoke House Grill, to name a few have raised the bar for the F&B offerings across major metros; each outlet has a unique selling proposition (USP) that has become its claim to fame

Key game changersy y y y Rapid growth of standalone restaurants Well-travelled customer open to fine dining experiences Entry of restaurant-focused funds Focus on Interior design, a priority for restaurants

9. Manpower - The Human Element
In the year 2000, Human Resource Managers were gearing up to recruit large numbers of manpower for the ambitious expansion plans that hotel companies had envisioned, post the opening up of the Indian economy. Additionally, managers were also beginning to experience the occurrence of attrition, an event that had been relatively low in frequency in the past. With the opening of the Indian economy, several international companies rushed to establish their base in India. They, however, soon realized that their plans would need to be supplemented by effective and expressive liaisons that were somehow not available in bulk in the market. This created a spate of high-salaried job profiles whose primary function was identical to those of the employees within the hospitality industry ± service

DEMAND DRIVERS The hotel and restaurant industry of India was Rs. 658.89 billion during 200708.Travel & Tourism Industry of India was valued at US$35.73 billion in 2007, contributing3.56% to India¶s GDP. The number of foreign tourists arriving to India reached 5.08million compared with 4.45 million in the year 2006, showing growth of 14.16%. India¶sshare in international tourist arrivals at global level gradually improved from 0.46% in2004 to 0.49% in 2005 and further to 0.52% in 2006 and 0.56% in 2007. The number of domestic tourists in India was 526.57 million compared with 461.76million in 2006, showing growth of 14.03%. There are 1,437 hotels approved andclassified by the Ministry of Tourism, Government of India, with a total capacity of 84,327hotel rooms as on December 31, 2007. Indian hotel industry is currently adding about60,000 quality rooms, which are expected to be ready by 2012. International Tourist Traffic The foreign tourist arrivals in India increased at CAGR of 5.5per cent from 2.29million in 1996 to 3.92 million in 2005. Significantly, the bulk of international arrivals intoIndia, both in 2004 and 2005, have been business travelers. Main reason for this increase has been following fundamental factors: ‡India¶s strong GDP growth. ‡Opening of sectors of the economy to private sector/ foreign investment. ‡Strengthening of ties with the developed world. ‡Reforms in aviation sector which led to better connectivity with many countries (such as ASEAN) and created additional capacity on existing routes (for e.g. USA, Middle East). Also, introduction of low cost airlines also contributed to the demand. The increase ininternational flights, seat capacity and frequency into the country and the decision to allowprivate airlines like Jet Airways and Air Sahara to fly overseas has had a positive impacton tourist and business arrivals into India, by way of providing additional seats to 17

Key destinations. ‡Development of infrastructure by the Government ‡India¶s emergence as an outsourcing hub. ‡Success of ³Incredible India´ campaign and other tourism promotion measures.

Environmental issues faced by the industry(2009)

Staying ahead of rising energy costs. Yes, the industry did get a breather from skyrocketing energy costs in the second half of 2008, but prices were still higher than the previous year for the fifth straight year. Climate change. As evidence continues to mount regarding the reality of global warming, how will the lodging industry react? What companies will demonstrate the greatest leadership? Indoor air quality. Last year saw Marriott, Westin and others transition to 100 percent nonsmoking environments. What chains will be next? Increasingly, voters and travelers are clamoring for clean air. At the association level, the lodging industry is hungry for leadership: individuals to take the lead in pushing the industry toward sustainability. Who will step

forward? Meeting planners increasingly will require green practices as they select their meeting destinations. What hotel companies and cities will be best positioned to take advantage of this trend? 21

There is a need for a greater environmental presence at the lodging industry's largest trade shows. Will that happen in 2009? The National Restaurant Assn. showin Mumbai will feature a Green Restaurant Products Pavilion for the second year. Itwill be 40 percent larger than last year. Other major industry shows -- theInternational Hotel/Motel & Restaurant Show and the many large hotel chainconferences -- should consider similar setups. Green lodging certification programs are popping up at the state level around the country. National level programs also continue to grow in India. Will 2009 be theyear when stakeholders in these programs start to talk to one another with the goalof establishing one green hotel rating system? Greenhouse gas/carbon offsetting programs are becoming more common. In 2008, Vail Resorts announced it will offset 100 percent of its energy use by purchasingnearly 152,000 megawatt-hours of wind energy. What other companies will joinVail Resorts and others in doing this in 2009. These are just some of the environment-related issues the lodging industry will face in theNew Year. As you meet with your management teams this month, be sure to setmeasurable, green goals and make the environment a priority. If you do so, you can be surethat 2009 will be a much more profitable year for everyone

Technological changes The hospitality industry has gone through tremendous change over the last decade, some ofwhich being dictated by technological advances, such as the shift from legacy to new technology. Other changes such as the increased use of the internet spawned a plethora of new opportunities along with new intermediaries. New technology and improved business processes have had an enormous impact on transforming this industry - real-time access to inventory, transparency across multiple channels, campaigns targeted with laser precision at niche segments, seamless exchange of operational information and key performance data have had a profound impact on the industry.

Luxury consumer behaviour(emerging market)

Consumers of luxury products and services, especially in emerging markets, are becoming increasingly selective in how they allocate their spending budgets. They not only spend less but are also becoming more aware of the price / quality ratio. Another important defining criteria in purchases of luxury goods is the investment aspect of the product. Consumers are looking at non seasonal and durable products, hence the success of the classic brands which have never compromised on the quality of their products. There is an increased awareness of raw materials, with consumers paying attention not only to their quality but also to the standard of processing.And these are just some of the changes in consumer behaviour brought about by the international crisis, some of these changes being applicable at an

international scale, some are specific to certain geographical areas. For instance, in the mature markets of Asia such as Japan, Hong Kong and Singapore, luxury consumers are more and more influenced by the ''shame factor''. Consumers have become ashamed to display their wealth by wearing luxury brands and that is why, on the major luxury shopping streets, one could notice how more and more consumers are careful to carry mass market brands shopping bags, along with those of major luxury brands.In Eastern European markets, including Russia and Ukraine, luxury consumers are becoming more discreet about their shopping sprees, bringing less attention to themselves.

challenges for hospitality industry

1.Shortage of skilled employees: One of the greatest challenges plaguing the hospitality industry is the unavailability of quality workforce in different skill levels. The hospitality industry has failed to retain good professionals.

2.Retaining quality workforce: Retention of the workforce through training and development in the hotel industry is a problem and attrition levels are too high. One of the reasons for this is unattractive wage packages. Though there is boom in the service sector, most of the hotel management graduates are joining other sectors like retail and aviation. 3.Shortage of rooms: The hotel industry is facing heavy shortage of rooms. It is estimated that the current requirement is of 1,50,000 rooms. Though the new investment plan would add 53,000 rooms by 2011, the shortage will still persist.

4.Intense competition and image of India: The industry is witnessing heightened competition with the arrival of new players, new products and new systems. The competition from neighboring countries and negative perceptions about Indian tourism product constrains the growth of tourism. The image of India as a country overrun by poverty, political instability, safety concerns and diseases also harms the tourism industry.

5.Customer expectations: As India is emerging as a destination on the global travel map, expectations of customers are rising. The companies have to focus on customer loyalty and repeat purchases.

6. Manual back-end: Though most reputed chains have IT enabled systems for property management, reservations, etc., almost all the data which actually make the company work are filled in manual log books or are simply not tracked.

7. Human resource development: Some of the services required in the tourism and hotel industries are highly personalized, and no amount of automation can substitute for personal service providers. India is focusing more on white collar jobs than blue collar jobs. The shortage of blue collar employees will pose various threats to the industry.

Case study on hotels(visit to the hotels)

1)Radisson
Deluxe Noida hotel With contemporary architecture, warm hospitality and a convenient location, this hotel is sure to please both business and leisure travelers. As the first and only five-star hotel in Noida, this hotel is a cut above the rest and features services and amenities that set it apart from other Noida hotels. The hotel is well equipped with a highly enabled and enhanced security system. The hotel¶s food & safety management system is ISO 22000 (9000 & HACCP) certified.

Facilities Tucked into the sprawling suburbs of India's biggest metropolis, our Delhi accommodations offer 126 fabulous rooms including Deluxe, Club, Crescent and Prescent and executive suites.

Our attractively decorated accommodations in Noida feature:
y y y y y y y y y y

High-speed Internet access Breakfast rate exclusive of 13.5% VAT Choice of newspaper in room Digital safe Fresh fruit basket in room upon arrival Health Club including gymnasium, steam room and sauna - complimentary Iron/ironing board One bottle of packaged drinking water per day Tea/coffee maker Voicemail facility

Noida,hotel's services include:
y y y y y y y y y y

24-hour security Banquet facilities Brasserie - open 24 hours Business Center Children 12 and under stay free in the same room as an adult without extra bed Currency exchange for room guests only Health Club and Spa Outdoor pool Safety deposit boxes at reception Unisex Beauty Salon

Special packages offered. Espace Wellness Package in Noida Valid till 31st December 2011. Price starting at INR 25,000. Taj Mahal Package in Noida Enjoy a Day Trip to Agra (Taj Mahal) and Noida Local Shopping Area

Noida, IN Rejuvenation Package Buffet Breakfast, 20 Minute Jet Lag Massage and Lunch/Dinner Noida, IN Advance Purchase Package Bookable 21 Days Prior, Price Starting from INR 7000

A meeting with the Radisson people and some primary information It comes under the carlson¶s group and includes regent hotels,park plaza,country inn.etc. Number of departments in Radisson-: 1)Executive director office 2)sales and marketing 3)human resource 4)banquets 5)purchase 6)security 7)escape 8)projects 9)marketing and development house 10)training 11)housekeeping 12)food and beverages 13)business 14)engineering 15)front office 16)pitshop 17)finance 18)stores 19)IT

F&B CONTROLS:y y y y y

Made in india Rare eastern dinning(Chinese cuisine) Sat s18(coffee shop) Bar 2banquets

Security measures
y

y

y

Scanner-at the gate entry there is a scanner which scans everyone who comes in the premises and wants to go inside the hotel.the person cannot meet without an prior appointement . Id-card -your id card is made before you go inside with proper time in and time out details on it,mentioned on it is the name of the concerned person you want to meet ,firstly they will connect you on the pjone only if the permission comes you can go further..! Cctv- a closed tv circuit is placed at d main office giving a clear record of all the activities that are goin on in the premises,supervisor monitor is also there at the reception.

Per Room equipments:y Wifi connectivity throughout the premises y Lcd screen(size differs with the room rates) y Dvd player y Centrally air y Radio y Jaccuzi y Gym y Space (health club),spa,saloon

Special provisions for the loyal members They offer membership cards for the special customes which have many benefits that they can avail the benefits of that prestige club if they are members of that.
y

There are 12 special luxury rooms that are the most expensive ones,equipped with all the modern facilities and extra charges than the normal room.

y y

2 rooms for physically challenged,for handicapped adds value to their old tradition of valuing customers as they are. They also told us that some new equipments have been installed in their primises as well as office place which are very expensive but they could not tell us the rate because of data security n disclosure.

Employee motivation y On daily basis training and motivation programmes are held with the employees. y Bravo certificate is recommended from the guests to the employees whose performance is above expected which motivates them to work with the same hard going spirit all through. y Staff party is organised on monthly basis giving a break to the employees from their daily hectic routine and encourages them to stay longer with the hotel. y Movies of the months are also being shown to the employees..all are taken out for a day for enjoyment. These are the following boards which we noticed in the hotel basement:-

2)fortune hotels (inn grazia)

Fortune Inn Grazia Noida Hotel - New Delhi Description The Fortune Inn Grazia Noida Hotel is located only 30 km (18 miles) away from the airport

and close to the city center of New Delhi.The hotel has a total of 42 well-appointed rooms designed with the guests' comfort in mind.Each guestroom features amenities such as non smoking rooms, air conditioning, bathrobes, daily newspaper, hair dryer, internet access (wireless), ironing board.This beautiful New Delhi accommodation provides room service 24hr, elevator, coffee shop, bar/pub, laundry service/dry cleaning, meeting facilities , restaurant, safety deposit boxes to suit all guests' utmost convenience.For guests to unwind, the hotel offers a variety of facilities and services including massage, gym/fitness facilities, sauna, steamroom, spa, pool outdoor.This hotel is characterized by a combination of modern comfort and traditional element of New Delhi, making it a distinct accommodation. To book a room at the Fortune Inn Grazia Noida Hotel, please select your dates of travel and complete fill out our secure online booking form

. Fortune Inn Grazia Noida Hotel - New Delhi classifies itself as a 4 star hotel. N.B. Please note that the star ratings are interpreted generously by the hotels in many countries Fortune Inn Grazia Noida Hotel - New Delhi Facilities N.B. Please note that these are considered correct at the time of publishing, but may no longer be available. If any of the facilities are absolutely essential for you please check when booking. Please do not assume that all are included in the room rate. Fortune Inn Grazia Noida Hotel - New Delhi Hotel Facilities y Babysitting y Bar Pub y Business Center y Coffee Shop y Concierge y Disabled Facilities y Elevator y Hotel Airport Transfer y Laundry Service Dry Cleaning

y y y y y

Meeting Facilities Restaurant Room Service 24Hr Safety Deposit Boxes Valet Parking

Fortune Inn Grazia Noida Hotel - New Delhi Room Facilities y Air Conditioning y Bathrobes y Coffee Tea Maker y Complimentary Bottled Water y Daily Newspaper y Dvd Cd Player y Hair Dryer y In Room Safe y Internet Access Wireless y Ironing Board y Mini Bar y Non Smoking Rooms y Satellite Cable Tv y Shower y Television Lcd Plasma Screen

Fortune Inn Grazia Noida Hotel - New Delhi Sports and Recreation y Gym Fitness Facilities y Massage y Pool Outdoor y Sauna y Steamroom Primary information given to us on our visit to the hotel:Fortune parks ltd is a business hotel meant for global business travellers not for leisure purpose.it has 61 alliances and belongs to ITC started in 1965 ,its been 35 yrz.taj,oberai,ITC are the main players.

Branches: Fortune select in Ghaziabad (rooms 9+) Fortune inn(42 rooms) The premises have: Two f&b outlets  Two banquets(450+ capacity)  Restaurant-earthern oven(authentic north cuisine) in which they keep menu of the day special items for the day,etc.  Fortune delight(resto-bar,liquory,confectionery)  Room service  Health gym  Spa  Massage,steam,sauna and swimming  Wi-fi connectivity (net is accesbile from any floor to any room)  Centrally air conditioned  Special room amenities available.

Room details Standard room (rent per day rs8,000) Club room(rent per day rs 9000) Size of the room differs,lcd size,amenties in the room and the facilities.

³ITC COLLINIARY´ (specialcustomer cards) cards are accepted in f&b and rooms. Total number of departments:1)front office(10) 2)food and beverages(30) 3)food products(25) 4)house-keeping(20) 5)engineering(10) 6)finance(purchasing)(8) 7)sales and marketing(4)

8)HR and training(2) 9)security (9) includes cctv¶s,hmd,dmfd)

MAJOR CHANGES MADE IN THEIR HOTEL  Tied up with different corporations,services,private amenities are improving day by day in tha past one year.  Introduced single lady pouch  Cab facility,packages  Continental plan(complimentary breakfast)  Increase in prices with the increase in room services  Arrangements for long term staying guests,celebration of their birthdays n special occasions.

Employee schemes  Employee motivation programmes when he works beyond his profile and the work assigned.  Staff are rewarded for the outstanding housekeeping work they do daily.  Departemental quiz inter-departemental houses are made to encourage motivation and co-ordination among the employees.  Birthday celebrations  Every quarter staff dj party and dinner is organised to make employees rejoiced