CASE STUDY ON ROYAL HOTEL

BUSINESS OF HOSPITALITY

Shubham Sobti - IIHM18DL162

Rifat Razia - IIHM18DL091
Pranay Cholkar – IIHM18DL236
 OBJECTIVE

 INTRODUCTION
 HUMAN RESOURCE & PEOPLE MANAGEMENT
 DIGITAL MARKETING
 FOOD & BEVERAGE
 CONCLUSION
 REFERENCE
 APPENDICES
INTRODUCTION The epidemic created a lot of anxiety and
economic chaos in many enterprises throughout
the globe. The tourism and hospitality industries
are severely impacted by the epidemic. As a
matter of fact, COVID-19 has also changed
customer expectations and desires. The forecasts
and trends that will eventually influence hotels
ought to be considered carefully. As a new world
consultant, would like to recommend a variety of
ideas for the Royal Hotel Kolkata to assist the
brand to plan and take actions to reduce long-
term coronavirus effects and speedily recover.

Departments such as human resources, marketing

and food and beverages will be the focus of this
research.
 HUMAN RESOURCE
&
PEOPLE MANAGEMENT
Human Resource in the hospitality industry plays an essential role: Human
Resource keeps employees happy so that they maintain the excellent
reputation of the business and keeps customers happy by ensuring employees
behave appropriately and according to company policy. The Royal Hotel
Kolkata will get surprising benefits from human resource if they will more
focus on staff development. As a result they will get more customer.

1. Create an inclusive workplace

HR in Hotel, together with senior management and the training &
development department, should work together to create a workplace where
every employee feels welcome and valued, so that staff will work hard and
always motivated.

2. Use metrics / track performance

Know how your employees are doing, e.g. by using people or workforce
analytics. You will be able to spot and address problems efficiently and in a
timely manner. To that end, implement a data-driven approach to improving
HR in hospitality.
 HUMAN RESOURCE
&
PEOPLE MANAGEMENT

3. Build incentive programs

Pay in the hospitality industry isn’t always great, and sometimes there is not much you can do about the wage itself. An
incentive program for employees, when applied correctly, benefits so much more than just the employees themselves. In
the hospitality industry, reward programs for guests and customers are rife, so if hotel want happier customers, consider
creating happier employees.

 4. Make hotel payroll system efficient

The quickest way to improve your HR in hospitality is to have an effective payroll system. No one wants to wait to get
paid, or get paid the correct amount, nor should they have to. So get together with your financial department and build a
reliable payroll system. When employees are paid the right amounts and on time, despite working irregular hours and
shifts, they will be less frustrated and more focused on doing a great job.

5.  Create internal hiring pools

One way to ensure boost human resource in hospitality and employ the best staff, is instead of spending money on hiring
talent with a specific skill set from outside the company, consider investing in the staff currently have and create hotel
own internal hiring pools.
 D I G I TA L M A R K E T I N G

Hotel Digital Marketing (also known as hotel online marketing or hospitality marketing) means
building and maintaining the hotel’s presence online. This includes social media platforms like
Facebook, Twitter, Instagram in addition to Google and other search engines. Consequently, we should
accept the fact that hotel digital marketing gets more bookings, better visibility and of course a stable
brand name in the market. Thus, this will lead to an increase in revenue for the Royal Hotel Kolkata.

1. CONTENT MARKETING
This is the most basic, yet effective strategy that works well, particularly for hotels. It involves creating
contact such as photos, videos, articles, and social media posts that do not boldly promote the
business but generate interest in it. It’s a subtle way of informing consumers that your business exists
and that they should consider checking it out. It is also good for customer retention as it engages
customers and keeps them in the loop about hotel services.

2. SEO (SEARCH ENGINE OPTIMIZATION)

Search engine optimization, or SEO, is a marketing approach aimed at boosting hotel search engine
results page ranks. Over 80% of internet traffic originates from search engines. If a client searches for
"affordable hotels in town A", chances are he/she will click on some of the results appearing in the
first results page. That's how important SEO marketing for hotel business.
 DIGITAL MARKETING

3. SEA (SEARCH ENGINE ADVERTISING)

Getting to the top of search results pages can be a time-consuming and difficult process. On the other side, SEA
(Search engine advertising) allows you to do so almost rapidly. There are organic and sponsored search results on
each page of the results. Paid searches entail paying search engines like Google to have hotel site's results display
first whenever someone performs a search.

4. INCREASE HOTEL SOCIAL MEDIA FOLLOWING

The social media marketing strategy will, therefore, aim at reaching users of all social networking sites. These
campaigns will involve the use of captivating text and media such as photos, gifs, and videos. This is especially
true for businesses in the hospitality industry, as social media is a place to share memories.

5. E-REPUTATION
e-reputation is an emerging area in digital marketing. It involves the management of the online reputation of a
business, particularly on social media and review sites. When done in the right way, it can lead to the
establishment of a loyal customer base.
 FOOD & BEVERAGE

The food and beverage services sector adds substantially to the profitability of
the hotel business. With growing significance of corporate meetings and a
variety of personal and social occasions, a huge number of consumers frequent
catering companies. As a result, enhancing food and beverage operations will
contribute to the overall expansion of the Royal Hotel in Kolkata.

1. HOME DELIVERY
Finding new modern tactics to surprise consumers is an important element of
hotel operations in the COVID period. In terms of food and beverage, it is online
delivery. bars are looking at methods to transport beverages to clients' homes,
whereas restaurants are increasingly giving extras, such as candles,
complimentary meals etc.

2. CHATBOTS
Chatbots are another important hospitality trend associated with customer
support, and they may be very beneficial for providing quick replies to queries
even though human personnel are absent. This will assist in lowering labor
costs and increasing hotel efficiency by giving essential input.
 FOOD & BEVERAGE

3. CONTACTLESS SOLUTIONS
Touchless solutions based on Artificial intelligence and digital payment alternatives, as well as QR-based menus,
are expected to become the latest trend for the hospitality industry, changing industry norms for the post-COVID
age and will help the royal hotel to increase profit.

4. HEALTHY AND ORGANIC FOOD

Agricultural vegan meals had become a latest trend in 2020, as customer needs shifted strongly toward vegan and
organic food. As a result, menus are being updated with healthy foods such as gluten-free, dairy-free, low fat,
vegetarian, and organic selections. Many restaurants have begun to provide guests with customized meal
alternatives, such as the ability to order healthy organic cuisine via smartphones.

5. ROBOTS FOR SERVICE OR COOKING

Restaurants may be able to utilize robots to perform foodservice tasks. This is especially beneficial when
interacting with customers who want to avoid direct contact with other people as much as possible. This might be
a one-time investment that reduces labor costs and makes clients feel more secure while visiting a restaurant.
 RECOMMENDATIONS

1. EMPLOYEES CAN BECOME BRAND AMBASSADORS IF THEY ARE GIVEN THE RIGHT TRAINING
Royal hotel Kolkata can opt this Hiring personnel that believe in the company's vision might help to improve HR in
the hospitality industry. If they believe in what you do, they are more likely to recommend you to their friends
(possible future employees) and keep them. This is especially true in customer-facing positions, which are common
in this field.

2. . AUTOMATE THE RECRUITMENT PROCESS

HR in hospitality can be let down by a manual, and therefore lengthy and inefficient recruitment process. This is
both costly and time-consuming, leading potential employees to question your professionalism. Royal Hotel Kolkata
can use Automating recruitment process will help you hire more efficiently, and you will reduce stress on both sides,
speed up the process and ensure a smooth recruiting procedure.

3. TELL YOUR HOTEL STORY THROUGH VIDEO

While checking any hotel’s gallery might have seen video-based content on their websites. They include a wide-
angle capturing of all the aspects of a hotel such as the lobby, room interiors, restaurant, swimming pool and so
on. Videos like these help guests in choosing a perfect hotel to stay. It also gives them an inside peek into the hotel’s
facilities, making it a solid source of information.
 RECOMMENDATIONS

4. TAKE ADVANTAGE OF INFLUENCER MARKETING

Royal will get very much benefit if they use influencer marketing. Influencer marketing is one of the effective online
marketing strategies for hotels. It is a tool that a hotel can use when they want to attract a huge audience. Royal
Hotel Kolkata contact an influencer who has the power to affect the purchase decisions of others. 
 REFRENCES

https://harver.com/blog/hr-in-hospitality
https://www.elucidat.com/blog/employee-training-program
https://www.shrm.org
https://en.wikipedia.org/wiki/Human_resources
https://www.exoplatform.com/blog
en.wikipedia.org › wiki › Digital_marketing
https://blog.hotelintelligence.io/digital-marketing-in-hospitality-industry
https://www.bizadmark.com/digital-marketing-hotel-industry
www.ezeeabsolute.com
https://wedoeconsult2.wedoeconsult.com/
APPANDICES