Be Inspired24hours

SECTOR SPOTLIGHT Hospitality

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 as of now more profitable and has higher employment impact and engages our interest and attention.

NEWSBYTES
DLF buys out Hilton's stake in hotel venture

Gujarat govt approves $2 billion theme park in Surat

Hero Group enters hospitality business

Team Activity
Please Classify the following Players into the appropriate Star Classification 1. Leela Palace 2. Oberoi 3. Taj Residency 4. The Park 5. Hotel Atria 6. Nandini 7. Hotel St Marks 8. Tristar 9. Ginger 10. Minerva

List other Hotels and classify them

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 reception area 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

Star Facilities
1 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.
Drinks are available, fax machine which guests may use. At least half of the 2-star rooms have a private shower and 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 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. 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.

2 Star

3 Star

4 Star

5 Star

24-hours room service, permanent assistance for arranging your transport, valet parking and bell boys will carry your 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

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)

PRODUCT SEGMENTS (Contd..)

(Based on Bear Stearns Industry Classification Scheme)

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)

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)

Segment 1 (Deluxe)

Hospitality (Hotels- Lodging)

(Bearns Industry Classification)

Segment 2 (Upscale) Segment 3 (Midscale) Segment 4 (Economy)

Segment 5 (Budget)
Segment 6 & 7 (Service Apartments & Studio apartments)

GROWTH TRENDS

 The tourism and hospitality industry being the largest service sector in the country, adds around 6.23 per cent to the national GDP and 8.78 per cent of the total employment in the country. During the month of September 2011, the total number of Foreign Tourist Arrivals (FTAs) was 401,000 as compared to FTAs of 369,000 during the month of September, 2010 and 331,000 in August, 2009.

In a report by the Ministry of External Affairs, the Indian hospitality sector is expecting a projected investment of US$ 12 billion within the next two years along with a number of industry initiatives already in progress

GOVERNMENT INITIATIVES

 As per the Foreign Direct Investment (FDI) policy, the Indian Government has allowed 100 per cent foreign investment under the automatic route in the hotel and tourism industry. Moreover to facilitate foreign tourists, the Government of India has brought forth a scheme 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 of 30 days only.

TOP 3 Best practices (Customer Service)

1. Consistency Over Time 2. Profitability 3. Customer Service Champion (Raise the bar)

What a Customer

Service

Champion
shouldnt do ?

CUSTOMER SERVICE INSIGHTS # RITZ CARLTON #FOUR SEASONS

# 1 CASE

# 1 CASE IN BRIEF
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

AD FACTOR

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

AD FACTOR

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

# 2 CASE

Lesson # 1 Enhance the check-in process for customers

The final piece of the seven-step employee orientation is called a

"familiarization stay" or "fam trip.

" Everyone from housekeepers to front-desk clerks, is given a free night's stay for themselves and a guest, along with free dining.

Lesson # 2 Make empathizing with customers a luxurious experience

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

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

QUOTE UNQUOTE "We bill it as a training session," says Ellen Dubois du Bellay, vicepresident of learning and development. "They're learning what it looks like to receive service from the other side."

Show your employees that you care

This 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.

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 our Customer Service Champs from the rest of the field
The Smartest

Investment You Can Ever Make is

The People you hire

as a Cultural Belief

Build the passion to serve

FAMOUS PEOPLE
VIJAY MALLYA

MS OBEROI

Who is known as the India's Richard Branson ??

Dr. Vijay Mallya The King of Good Times !!

PAGE TURNER A BOOK TO READ

Dare to Dream By MS Oberoi

Book excerpts

"The idea was never merely to make money. The compulsion was to think big, and let it happen. The profits would automatically come in." ".....quality costs money but it also brings in more money.", "...We do it every time." There are many more sprinkled throughout the book. The book has great insights into the world of hotel management , business and also has moving references to his family.

The Challenge & how did he tackle it..??

Challenge
He had to establish his credentials and operate luxury 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.

Scenario #1 In Australia
He took over historic Windsor Hotel Melbourne
Many doubted the ability of an Indian Curry Hotelier Renovation Was carefully planned No attempt to give this hotel a Kitsch India

Scenario #2 In Egypt
He took over historic Mena house - Cario Restoration was faithfull (Ottoman times) Only new feature An Indian restaurant

Hosted Egypt Israel peace summit

24 Hrs I Game Changer Activity

BANGALORE BUZZ You have 20 minutes to discuss and create a promotional 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.