24 Hours i Hospitality

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Be Inspired24hours

SECTORSPOTLIGHT

Hospitality


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Tourism & Hospitality Sector Breakup

Tourism Operators

Hotels and Restaurants (Boarding & lodging)

Airlines Industry Domestic travel

Spa & Resort Operators

Other Affiliates from Theme parks to Medical

tourism

Lets take a look at the Hotel Industry which is asof now more profitable and has higher

employment impact and engages our interest and

attention.


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NEWSBYTES

DLF buys out Hilton's stake in hotel venture

Gujarat govt approves $2billion theme park in Surat

Hero Group enters hospitality

business


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Please Classify the following Players into the appropriate StarClassification

1. Leela Palace

2. Oberoi

3. Taj Residency

4. The Park

5. Hotel Atria6. Nandini

7. Hotel St Marks

8. Tristar

9. Ginger

10. Minerva

List other Hotels and classify them

Team Activity


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Star Classification

Good, simple hotel with a standard interior/design Avg. 800/- Shangrila

Functionally decorated simple to middle class hotel Avg. 2200/- Nandini

Comfortably decorated middle class hotel with a separate receptionarea Avg. 5100/- Hotel Ramanashree

A very comfortably decorated first class hotel Avg. 7500/- The

Park

A luxurious hotel of high level design 10,000/- Leela


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Star Facilities1 Star hospitable service and clean surroundings and breakfast will be available. Rooms will have a bed with matching

bedding, a table with chairs, a cupboard, heating, and a sink with hot and cold running water and soap. There is

at least one common bathroom per every ten rooms.

2 Star Drinks are available, fax machine which guests may use. At least half of the 2-star rooms have a private showerand toilet and a color television. May include a telephone with direct line, a guest safe, breakfast in the room,

good parking facilities or shoe polish facility

3 Star Luggage will be brought to room. You need not walk up more than two floors to reach your room. Settle your bill

in cash or by using a card. A private shower and toilet, a desk with a chair, a telephone with direct line, a color

television and radio stations. Non-smoking rooms are available. Most rooms are at least 17 square meters.

Additional services or facilities are curtains that block out daylight, an internet connection, beauty products,

valet parking, a second receptionist, room service, babysitting, relaxation facilities.

4 Star Drinks available, laundry service, pc with internet connection, rooms have a bathroom with private shower and

toilet and a hair drier, writing paper and pens, a few armchairs, an extra socket for your pc or laptop, and an

internet connection. Curtains, safe, luggage storage space, mini bar, air conditioning (individually adjusted),

assortment of beauty products, 24 hr reception, conference rooms, fitness, pool, sauna.

5 Star 24-hours room service, permanent assistance for arranging your transport, valet parking and bell boys will carryyour luggage, international assortment of drinks, restaurants for lunch and dinner, accept at least two types of

credit cards, air conditioning, extensive assortment of guests articles, body lotion, luxury soaps, slippers, a

bathrobe for each guest, private parking space, a shuttle service, magazines and papers, a hairdresser, whirlpool

or beauty salon


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PRODUCT SEGMENTS(Based on Bear Stearns Industry Classification Scheme)

Deluxe Hotels

(elegant, distinctive, highest quality dcor; upscale restaurants;

full range of first class amenities and customized services)

Upscale Hotels

(well integrated dcor; quality furnishings; premium guest room

amenities and facilities; high staff-to-guest ratio)

Mid-scale Hotels, with or without F&B

(nicely appointed rooms; range of facilities may be limited; good

quality amenities; some special services available)


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Economy Hotels

(clean and comfortable; functional, limited range of

amenities; some services offered)

Budget Hotels

(clean, well-maintained; offers a minimum of service

and amenities; price-sensitive guests)

PRODUCT SEGMENTS (Contd..)(Based on Bear Stearns Industry Classification Scheme)


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Extended-Stay Hotels, Upper Tier

(large suite units with separate living and sleeping

areas; complete kitchen; personalized service; plush,

comfortable rooms)Extended-Stay Hotels, Lower Tier

(functional suite unit with small living room and

small bedroom; kitchen area)

Casinos(hotel whose focus is on gaming)

PRODUCT SEGMENTS (Contd..)(Based on Bear Stearns Industry Classification Scheme)


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Hospitality(Hotels- Lodging)

(Bearns Industry Classification)

Segment 1

(Deluxe)

Segment 2

(Upscale)

Segment 4

(Economy)

Segment 5

(Budget)

Segment 6 & 7

(Service Apartments & Studioapartments)

Segment 3

(Midscale)


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GROWTH TRENDS


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The tourism and hospitality industry being the

largest service sector in the country, adds

around 6.23 per cent to the national GDP and8.78 per cent of the total employment in the

country.

During the month of September 2011, thetotal number of Foreign Tourist Arrivals (FTAs)

was 401,000 as compared to FTAs of 369,000

during the month of September, 2010 and331,000 in August, 2009.


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In a report by the Ministry of

External Affairs, the Indian

hospitality sector is expecting a

projected investment of US$ 12billion within the next two years

along with a number of industryinitiatives already in progress


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GOVERNMENT INITIATIVES


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As per the Foreign Direct Investment (FDI)policy, the Indian Government has allowed 100

per cent foreign investment under theautomatic route in the hotel and tourismindustry.

Moreover to facilitate foreign tourists, theGovernment of India has brought forth ascheme that permits the tourists from Finland,Japan, Luxembourg, New Zealand and

Singapore to travel on Tourist Visa on Arrival(T-VoA) in the country for a limited period of30 days only.


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1. Consistency Over

Time

2. Profitability3. Customer Service

Champion

(Raise the bar)

TOP 3 Best practices

(Customer Service)


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What a CustomerService

Championshouldnt do ?


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CUSTOMER SERVICE INSIGHTS

# RITZ CARLTON

#FOUR SEASONS


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# 1 CASE


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THE RITZ-CARLTON HOTEL CO, is raising the bar:

1. Adding a richer, more customized experience to its

traditional service standards.2. The luxury hotel chain has long been heralded for

the consistency of its service. Managers from other

companies flock to its Leadership Center, where Ritz

managers share their secrets

# 1 CASE IN BRIEF


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AD FACTOR

THE RITZ CARLTON HOTEL COMMERCIALhttp://www.youtube.com/watch?v=IW70hBP5cIc


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AD FACTOR

A SHORT VIDEO On & BY FOUR SEASONS HOTELhttp://www.youtube.com/watch?v=OQH4wkWoGRw


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# 2 CASE


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Lesson # 1

Enhance the check-in process forcustomers


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Lesson # 2Make empathizing with customers a luxurious experience

" Everyone from housekeepers tofront-desk clerks, is given a free

night's stay for themselves and a

guest, along with free dining.

The final piece of the seven-step

employee orientation is called a

"familiarization stay" or

"fam trip.

While there, employees are asked to grade the hotels on such measures as

the number of times the phone rings when calling room serviceto how long it takes to get items to a room..


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QUOTE UNQUOTE

"We bill it as a training session," says Ellen Dubois du Bellay, vice-president of learning and development. "They're learning what it

looks like to receive service from the other side."

Show your employees that you careThis is the key when your product is out of range for many employees

A $400 room rate isn't exactly easy to swing on a housekeeper's

budget.

The perk doesn't stop at orientation: After six months of service,

employees may stay up to three nights a year for free.

By 10 years, they get 20 free stays.


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THE BOTTOMLINE

Four Seasons' creative but practical approach reveals

one of the most powerful secrets of world-class service:

helping employees to understand what it feels like to

be a customer. Thinking like that distinguishes ourCustomer Service Champs from the rest of the field

The Smartest Investment You Can Ever Make is The People you hire

Build the passion to serve as a Cultural Belief


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FAMOUS PEOPLE

VIJAY MALLYA

MS OBEROI


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Who is known as

the India's RichardBranson ??


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Dr. Vijay Mallya

The King of Good Times !!


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Dare to DreamBy MS Oberoi

Book excerpts "The idea was never merely to make

money. The compulsion was to think big,and let it happen. The profits wouldautomatically come in."

".....quality costs money but it also bringsin more money.", "...We do it every time."There are many more sprinkledthroughout the book.

The book has great insights into the world of

hotel management , business and alsohas moving references to his family.

PAGE TURNER A BOOK TO

READ


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Challenge

He had to establish his credentials and operateluxury hotels under conditions that were often

difficult

How Did he tackle with this..???

He did this by a combination of :

Entrepreneurial zest

Sensitivity to local sentiment.


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Scenario #1

He took over historic Windsor Hotel -Melbourne

Many doubted the ability of an IndianCurry Hotelier

Renovation Was carefully planned

No attempt to give this hotel a KitschIndia

In Australia


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Scenario #2

He took over historic Mena house - Cario

Restoration was faithfull (Ottoman times)

Only new feature An Indian restaurant

Hosted Egypt Israel peace summit

In Egypt


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BANGALORE BUZZ

You have 20 minutes to discuss and create apromotional plan and 5 mins to present it.

The purpose behind this activity is to come

up with as many ideas to apply marketing in

tourism & hospitality.

24 Hrs I Game Changer

Activity

24 Hours i Hospitality

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