FRONT OFFICE

VAIRAJ KUSHWAHA
SECTION A (UWL)
Executive Summary

This report is a research study on Andaz, New Delhi hotel examining hotel’s design, guestrooms, dining &
entertainment and meeting and incentives. Analyses of approaches initiated by Andaz hotels and trends which is
going to be implemented in future. Reviews of the people are considered and analyzing how clients reacts to the
new change and how Andaz tackle their competitors being in the heart of the nation.
 Content

1. Introduction 1
2. A study on Andaz, New Delhi 1

2.1 Design 1-2

2.2 Guestrooms 2

2.3 Dining and Entertainment 2

2.4 Meeting and Events 2

3. New Approaches in Andaz Hotel, New Delhi 3

3.1 Andaz Delhi Is A Molecule That Sums Up Delhi As a City 3
3.2 They Have Revamped Ambassadors 3
3.3 They’ve Brought a European Food Hall to Their Hotel 3
3.4 They’ve Published A Book Already 4
3.5 Andaz, Delhi launches Andaz Residences 4

4. How They Tackle Competition? 4

5. What’s Trending in hotel? 4
6. Customer Reaction on Approaches by Andaz, New Delhi 4-5
7. Conclusion 5-6
8. Bibliography 7
9. Appendices 8-9

Appendices

Appendix 1 Popular facilities by Andaz Hyatt A

Appendix 2 Image of world of Hyatt B

 1. Introduction
Hotel Front office in the present era is not only limited to welcoming and reservations of the guest in the hotel,
but much more. There are few hotels that delight your stay so much, that you feel like coming back again and
again, every time Probably it’s the comfort factor, the location, the service or even the whole experience that
gives you the affinity towards them. The hotel, in all probability, becomes your second home and you never
entertain a second option to stay, when in that city. There are very few hotels that comes under such a list and
Andaz Delhi Hotel in Aerocity, certainly comes under that category.

Their foundation in family goes back to 1957, when entrepreneur Jay Pritzker purchased the original Hyatt
House motel. Pritzker and his brother, Donald, worked to grow the Hyatt brand, powered by their belief in the
importance of family and care. As of September 30, 2016, Hyatt is a global hospitality company with 13 brands
and more than 600 properties in more than 50 countries. (See Appendix A for more details)

The hotel reflects the diversity, festivity, colors, culture and traditions of India as also the eclectic spirit of
Delhi. Providing its visitors with an expression of local culture. The hotel is dedicated to serving to guests’
personal preferences and style. From lambent lighting to a bespoke culinary experience and much more, Andaz
Delhi makes for the perfect destination for grand galas, a big Indian wedding and everything else anyone can
imagine and hope for. (See Appendix B for more details)

As stated by Siebs “Welcome to Andaz Delhi”, ‘he began by telling that he was very happy that the lifestyle
brand of Hyatt had finally opened in India. Which gives guest more opportunity to choose what they really want
to do and what they really like. The hotel looks and feels very contemporary and modern, with art which has
been made for the place, created by Rajiv Sethi. They are really trying to transport to where guests realize what
Andaz is all about.’

Siebs Concludes ‘What is different about an Andaz is the true culture of the people. Everybody can build a nice
new hotel. But to get all the details right is where you make a difference. It's not just buying the hardware and
creating a shell, it's all the details, which make the difference and make up the Andaz story’

2. A study on Andaz, New Delhi

2.1 DESIGN

Conveniently located in Aerocity, the hotel is within easy reach of downtown Delhi and the business
hub of Gurgaon. Designed to capture the spirit of Delhi by renowned architect Bauer Latoza Studio from
Chicago, and interior designer Virgile and Partners from London, the hotel integrates traditional Indian
elements, colours and flavours into a modern design inspired by the unique craftsmanship of India.
Andaz Delhi opens today with a partial inventory of its residential-style 401 guestrooms, including 45
suites. The hotel will also offer 129 serviced apartments, expected to open next year.

2.2 GUESTROOMS
Each guestroom at Andaz Delhi features a unique curated piece of art that celebrates a reason to “fall in love
with Delhi.” The collection is skilfully integrated into a book displayed in each room called “401 Reasons to
Fall in Love with Delhi,” written by well-known travel writer Fiona Caulfield. While there is much to love
about Delhi, navigating its myriad twists and turns can be a challenge, therefore the book has been designed to
highlight twelve different categories for those to discover areas of specific interests, including: Delhi’s Building
Heritage, Taste of Delhi, Creative Delhi, Delhi Celebrates, Cultural Delhi, Sporting Delhi, Delhi Shops, New
Delhi Architecture, Delhi Devotion, Delhi on the Move, Natural Delhi and Iconic Delhi.’

As said by Heddo Siebs, General Manager, Andaz Delhi ‘We are pleased to introduce Andaz Delhi to a city
synonymous with style and local history, two elements that are core to the Andaz ethos. With our stylish,
innovative restaurants and expansive function spaces, we hope to offer our friends in Delhi dining and event
options that have not been available before.’

2.3 DINING AND ENTERTAINMENT

Taking an innovative approach to restaurants and bars, Andaz Delhi emphasizes consciously sourced
ingredients and local artisanal produce in the uniquely conceived European food hall –
AnnaMaya. Here, guests can eat mindfully by sampling delicious European and local cuisine inspired
by the colours and flavours of India. Guests can also grab freshly baked goods and a quick bite at Andaz
Deli or indulge in interesting cocktails that highlight the art of mixology at Juniper Bar. Due to open
next year, the Hong Kong Club will be a multi-level Cantonese evening destination with a bar, club and
lounge.
In true Andaz fashion, all non-alcoholic mini-bar drinks and locally inspired snacks are complimentary,
as are local telephone calls and Wi-Fi, making a stay at Andaz Delhi as seamless and barrier-free as
possible. Passionate and knowledgeable, Andaz Hosts will go beyond the typical concierge role to share
inside knowledge about the capital, and help guests uncover Delhi's eclectic culture that juxtaposes
modernity with a rich heritage.
The recreational facilities at Andaz Delhi include a heated swimming pool and sun deck, as well as a
fully furnished gym with the latest equipment a spa (expected to open in early 2017) with a unique
‘Apothecary Blending Bar’ and a range of treatment rooms.

2.4 MEETINGS AND EVENTS

The hotel offers 37,500 sq. ft. (3,484 sq. m.) of innovative meeting and event spaces, with fluid layouts
and functional design creating environments that dissolve barriers and encourage creative thinking,
interaction and conversation. The oval shaped pillar-less ballroom is one of the largest indoor luxury
wedding spaces in Delhi and can accommodate up to 1,500 guests. The unobstructive design of the
ballroom provides a blank canvas to customize and decorate the space based on the individuality and
style of any guest. The unique Elephant Path adds a sense of drama to a traditional Indian wedding.
Eight Andaz Studios offer residential-style meeting and event spaces with inspiring open kitchens and
an outdoor terrace.
Andaz Delhi offers easy access to some of the city's most iconic monuments and gardens, fashion
boutiques, arts and cultural centres and the vibrant city nightlife.

3. New Approaches in Andaz, New Delhi

As stated by Christopher J. Nassetta, president & chief executive officer, Hilton ‘2018 was another worldwide
pioneering year for Hilton, launching new technologies, brands and partnerships to redefine the guest
experience,’ ‘After receiving numbers of records across all development metrics, they look forward to driving
even more momentum towards the centenary of Hilton in 2019.’

3.1 Andaz Delhi Is A Molecule That Sums Up Delhi As a City

As states by Portolese Dias (2011) ‘Till 2018, Andaz adds new benefits and introduces a suite of co-
branded American Express credit cards that empower members to meet their travel objectives, Andaz
Hotel recently launched Alexa as permanent residents of people's homes. The property improves its
brand apps to offer better experience in the check-in process, reservation and customer feedback. Guests
are able to use mobile phones as keys to unlock their rooms. It was also the year in which Andaz, Delhi
introduced a groundbreaking concept–Connected Room–the first truly mobile hotel room that allows
guests to personalize and control their stays using the award - winning Hilton Honors smartphone app.’

Andaz hotels around the world are popularly known to bring together the characteristic features of the
city they are set in and pump them artistically into the design of the hotel. As such, each room is
designed differently from the next, with modern art thriving in its corridors, lobby, bedrooms,
restaurants, right up to the front porch. This is also the biggest Andaz hotel in the world with an
inventory of 401 rooms and suites that almost reflects the larger-than-life hospitality of a Delhiwala. In
comparison, their counterparts are much smaller (Amsterdam= 122; Tokyo =164; 5th Avenue= 184) and
compact.

3.2 They Have Revamped Ambassadors

As stated by Norbie ‘The main U.S.P of Andaz, New Delhi is guest staying at the hotel can book the
‘sawari’ if they wish to tour the city. With Indian designed splattered over its brightly coloured
exteriors, these rides are every bit of an eye-catcher on the streets.

3.3 They’ve Brought a European Food Hall to Their Hotel

Taking from the concept of a European Food Hall (frequent travellers to Paris, Amsterdam, Berlin, or
Vienna will love this) approach to restaurants and bars, Andaz Delhi brings an eclectic menu comprising
salads, burgers, lamb chops, and murg makhana, all under one roof at AnnaMaya, without burning a
hole in your pocket. Their tag line: Eat Mindful. Shop Artisanal. Raise Awareness is brought alive at this
multi-cuisine restaurant that grows its own microgreens, uses artisanal products (which are also on sale),
and promotes mindful eating. Annamaya has already set a benchmark for Aerocity and left quite a few
Khan Market favourites behind.

3.4 They’ve Published A Book Already

In its small life of a little less than a year, Andaz Delhi has authored a book on Delhi. 401 Reasons to
Fall in Love with Delhi is exactly like it reads—401 places, experiences (encompassing all senses), and
 ways you can fall in love with the city. So, there goes your Google-ing, because each room in the hotel
is provided with one, that you can simply skim for what you like. This book is conceptualized by Fiona
Caulfield, an avid traveler and writer, who gives an inspiring perspective to the prismatic local culture of
this centuries-old city. The book is Andaz Delhi’s tribute to this inspiring city, from its celebrated iconic
monuments to its forgotten rituals and lesser-known places that make even locals nostalgic.

3.5 Andaz Delhi launches Andaz Residences

Andaz Delhi announces the opening of Andaz Residences, a sophisticated new concept in urban living.
Located within the hotel complex with a direct street access, the full-service apartments come in
configurations of one, two and three-bedroom apartments in addition to duplex townhouses. Each of the
residences provide all the benefits of home with the services, privileges and amenities of a unique
world-class hotel, providing a carefree and effortless approach to living.
Speaking about Andaz Residences, Madhav Sehgal, General Manager Andaz Delhi, said, “Filled with
casual comforts and affluent indulgences, at the residences an experience has been created for the
discerning. From innovative culinary options at Andaz Delhi to a state-of-the-art Spa and 24-hour fitness
center available at the hotel; an incredible modern luxury lifestyle is what we offer here at our Andaz
residences”.

4. How they tackle competition?

As stated by Collinge ‘Competition certainly exists, not just in Aerocity but in Delhi NCR as well. What
gives them an edge over their neighboring hotels is that they give an opportunity to their guests to
choose what they really like. Also, Delhi is ready for a lifestyle product which is more contemporary
than and not as classical as the space next-door.’

5. What is trending in 2019?

As stated by Collinge ‘F&B segment is a millennial that Andaz, Delhi look forward to. The people are
an excited bunch, neglected for a long time, with immense spending power. Seven out of ten people
click and post pictures of their food and experiences on various social media platforms, and this is
something that has brought excitement back to the F&B culture. The way the hospitality industry has
evolved, makes it all the more exhilarating to be part of.’
They take an innovative approach to restaurants and bars that place an emphasis on consciously sourced
ingredients and local artisans’ produce.

6. Customer Reaction on Approaches by Andaz, Delhi

As reviewed by Jasmeen Duggal ‘Surprised by the check-in procedure, a designated host logged in to
check in, helped with bags. Walking in to the room, all the details feel one-of-a-kind, which adds to the
premium feel. For example, room had mango leaves engraved on the entrance, believed to ward off
negative energy. Inside, a king bed, daybed lining the wall with a view of the airport and a long table in
 front of the daybed that could be used for work or dining and lots of space to move around. The floor-
length mirrors made secure that ensemble was just right. So far, it ticked the box. Loved the quirky
details at their restaurant Annamaya such as the flower sculpture which added character. Another box
ticked. Breakfast spread at Annamaya where the buffet has tons of options, making morning a happy
one. When in Andaz, the new experiences continue to surprise.

As reviewed by Shipra and Ajay on trip advisor ‘Andaz has moved on from the concept of a reception,
to offer their guests a host experience. The Andaz Host looks after you at the reception, checks you in,
and then also helps you with your bags and brings you to your room. There is no big stiff reception area
stuck to a wall, but just some open counters where the hosts can log in to check you in. Shared with a
library where you can actually pick a book and read.’

As reviewed by Surveen Kaur ‘It is so close to the airport, that you actually can get to see flight landings
and takeoffs right from the reception/lobby itself. A room with a pool view is always a pleasant sight to
see. It’s even better when the pool is almost Olympic sized one and the view can be truly panoramic.
The small clock beside the bed, the switches to wind down/up the drapes, the organic shampoo kits, the
beautiful designer pen, tea packets from Madurai, Coorg and Darjeeling, Mineral Water from Bhutan is
everything I love about this room.’

As reviewed by Bobby Zamora ‘The room was indeed large with a separate living area (rm 201). They
made up the beds for the children which were in essence sofas but very comfortable ones. They had their
own TV whilst in the bedroom there was a king-sized bed and another TV. There were two toilets, a
bath(with another TV and a water proof remote control) , a large walk in shower. There was an also a
reasonably priced mini bar and excellent a/c. There were all sorts of lighting arrangements, black out
blinds and an array of toiletries. The room was well fitted out and had a large safe for lap tops. All
furnishings were in excellent condition and the cleanliness was immaculate.
Breakfast had a significant choice and included Indian, continental european, full English, egg chef,
cereals, fresh fruit and freshly squeezed juices. Enjoyed breakfast, the food was really good- highly
recommended with a large and diverse menu. Service was impeccable. In addition, room service which
came quickly and was again of a high standard.’

7. Conclusion
After a critical analyses and intensive research on the hotel, this property has been found the best-rated
property in New Delhi. Guests are happier about it compared to other properties in the area. Couples
particularly like the location — they rated it 8.7 for a two-person trip. This property is also rated for the
best value in New Delhi. Guests are getting more for their money when compared to other properties in
this city.
With best emerging trends like Andaz Residence a new concept in urban living in hotel complex itself,
trending amenities like American express credit cards that empower members to meet their travel
objectives and Alexa for anytime guest service ease, brand apps to offer better experience in the check-
 in process, reservation and customer feedback, Connected Room–the first truly mobile hotel room that
allows guests to personalize and control their stays.
Andaz Delhi does not boast the same magnificent views from its windows as, say, Le Méridien New
Delhi Yet, it makes up for it with its wide-ranging immersive amenities. Each visitor staying at the 401-
room Andaz Delhi hotel is greeted with a thick book entitled, 401 Reasons to Fall in Love with Delhi.
Hotel guests can be escorted to personalized cultural activities in Delhi, such as Pehlwani (a centuries-
old form of wrestling) at an academy that trains young athletes, calligraphy lessons in the heart of the
city, tea tasting at an authentic tea house, or a guided stroll through the Lodhi Gardens (home to over
5,000 trees and a beloved hang out for local residents), to name a few. These immersive experiences are
perfect for those who want a trusted guide to show them Delhi, yet don’t have the time to
serendipitously stroll through the city. And after visitors have spent a few hours, or an entire day,
touring the bustling streets of Delhi, the hotel offers cocktail drinks at their Juniper Bar, where some 40
different types of gin drinks can be enjoyed. Or, if drinks are not wanted, Andaz Delhi has a spa, gym,
and its own movie theater, which features reclining leather chairs.
Customer reviews on the ongoing trends in the property found to be very positive and satisfied, most
customers liked the locations of the guest, kind and skilled behaviour of the staffs (Specially in front
office), diverse variety of food options, no time services, wide rooms with positive vibes amenities.
Therefore, to sum up the property is going progressively well.

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 Appendix A

Popular Facilities by Andaz, New Delhi

 Appendix B

World of Hyatt