...The Oberoi Group The Oberoi Group, founded in 1934, operates 28 hotels and three cruisers in five countries under the luxury ‘Oberoi’ and five-star ‘Trident’ brands. The Group is also engaged in flight catering, airport restaurants, travel and tour services, car rentals, project management and corporate air charters. Oberoi Hotels & Resorts is synonymous the world over with providing the right blend of service, luxury and quiet efficiency. Internationally acclaimed for all-round excellence and unparalleled levels of service, Oberoi hotels and resorts have received innumerable awards and accolades. A distinctive feature of The Group’s hotels is their highly motivated and well trained staff who provide exceptionally attentive, personalised and warm service. The Group’s new luxury hotels have established a reputation for redefining the paradigm of luxury and excellence in service amongst leisure hotels around the world. Trident hotels are five-star hotels that have established a reputation for excellence and are acknowledged for offering quality and value. These hotels combine state of the art facilities with dependable service in a caring environment, presenting the ideal choice for business and leisure travellers. At present there are nine Trident hotels in India. These are located in Mumbai at Bandra Kurla and Nariman Point, Gurgaon (Delhi National Capital Region), Chennai, Bhubaneshwar, Cochin, Agra, Jaipur and Udaipur. The Oberoi Group also operates a Trident hotel in...
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...Tackling the 4 I's using the 7P's INTANGIBILITY In case of hotel industry, it is the intangibles that encourage guests to spend more, provide positive feedback, return for a stay in the future and recommend your hotel to others. The Oberoi hotels promises to create what they define as an "Oberoi Experience that stays with you long after your holiday ends" by using the 7P's as under: Product: The Oberoi hotel offers the guests Spa facilities, a priceless feeling of relaxation and peace, which can't be seen but only experienced. Pool side dinners, Junior chefs for the kids to learn to bake cookies, block printing classes, yoga classes, the romance of Rajputana- renewal are vows are some of the extraordinary services offered by the Oberoi. All these services offer a unique experience for different segments of customers, thus utilizing the tangibles to create an intangible one of its kind experience. Place: Serene Surroundings with unparalleled views for which the Oberoi hotels is trademarked adds on the intangible experience of the visitors. Price: Stay 5 nights, and get a complimentary night for free. With this policy of the Oberoi, the guests feel wanted and welcomed. When a luxury comes for free, what you get back is enormous guest satisfaction and loyalty. Promotion: "India by Oberoi" campaign promises India in luxury at exotic locations which invokes a feeling of excitement to explore and a welcoming gesture for the tourists. Physical Evidence: Bearing a blend of traditional...
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...The Media and its Social Responsibility Media empowerment is a sign of true democracy, a medium to communicate with the youth and the entire world. Media definitely has a responsibility on its shoulders, which is to guide the people. People have blind faith in the media and they are convinced that what they hear or what the media has declared is correct. But have we ever deliberated over the fact that media can also be selfish? The truth is that in this competitive world – the media is also a victim. The media has exposed our very own celebrities whom we normally idolise. Thanks to the media, we got the true picture of these celebrities who have shamelessly indulged in wrong doings. If this be true, then why do we blame the media for interfering in their lives? It is their duty to expose the people. Once a person is a celebrity, his life or his actions definitely make the news, then why do they forever crib and blame the media? The Casting Couch is a ubiquitous phenomenon in many industries. As an average reader, we may already know that it exists in the film industry. If you ever had any doubts after all those newspaper articles, gossip magazine stories during the last couple of decades, which featured the infamous casting couch – India TV and Suhaib Ilyasi have definitely convinced the public that it is indeed in existence. Thanks to the media, we now know that there exists an industry where you have beautiful people, aggressive bosses and ambitious new entrants – yes, the...
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...Going by the old adage, ‘Atithi Devo Bhavah’, it is very crucial for hotels to be customer centric. Each past customer provides an opportunity for repurchase and recommendation. Customer Relationship Practises should therefore start from the very top of the organization. It should be the core value that steers the hotel forward. The Oberoi Group The Oberoi Group, founded in 1934, operates 28 hotels and three cruisers in five countries. The Group is also engaged in flight catering, airport restaurants, travel and tour services, car rentals, project management and corporate air charters. Oberoi Hotels & Resorts is synonymous the world over with providing the right blend of service, luxury and quiet efficiency. Internationally acclaimed for all-round excellence and unparalleled levels of service, Oberoi hotels and resorts have received innumerable awards and accolades. CRM at Oberoi The Oberoi Hotels, having identified two customer segments, operate under two brands. These separate chains of hotels cater to the differing needs of the different segments of customers that the group targets. The chains of hotels are: • Trident Hotels: Trident hotels are five-star hotels. They combine state of the art facilities with dependable service in a caring environment, presenting the ideal choice for business and leisure travellers. At present there are nine Trident hotels in India. These are located in Mumbai at Bandra Kurla and Nariman Point, Gurgaon (Delhi National Capital Region)...
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...Customer relation management (CRM) Topic- Comparative analysis of CRM tools in Hospitality industry ACKNOWLEDGEMENT We would like to express our gratitude toward Mrs. Vandana Ahuja ma’am for her kind co-operation and encouragement which helped us in completion of this project. We would also like to express our special gratitude and thanks to industry persons of Taj and Oberoi group of hotels for giving us such attention and time. Our thanks and appreciations also go to our colleagues in developing the project and people who have willingly helped me out with their abilities. * Group members INDEX 1. CRM introduction 2. Architecture of CRM 3. Hospitality industry 4. Classification of industry 5. Top players in India 6. Challenges for hospitality industry 7. Customer management in hotel industry 8. Research framework 9. Technology and CRM 10. CRM software for the hotel industry 11. CRM in Oberoi hotels 12. CRM in TAJ hotels 13. CRM implementations 14. Conclusion 15. Recommendation 16. Bibliography CRM INTRODUCTON Customer satisfaction is a business philosophy which tends to the creation of value for customers, anticipating and managing their expectations, and demonstrating ability and responsibility to satisfy their needs. Qualities of service and customer satisfaction are critical factors for the success of any business. Enterprises exist because they have a customer to serve. The key to...
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...CRM IN HOTEL INDUSTRY WELCOMGROUP MAURYA SHERATON Customer Service is now more fashionably called Customer Relation Management. ITC Maurya Sheraton has been following an unstructured form of CRM with a narrow focus of serving the customer well and in a most efficient manner. The concept of Customer Relationship Management has a broader focus of not only serving the customer but also creating the customer and retaining him for measurable and substantial returns. CRM is a vast subject where the concept of one to one marketing is supported by Database Marketing. MAURYA SHERATON DEFINES CRM AS “Customer Relationship Management is a process of managing customer relations in an organized way”. They aim at managing “each moment of truth” that is experienced by the customer. According to Mr Hariharan there are various contact points where the hotel comes in direct contact with the customer which are known as ‘Touch points’ in the CRM language. These touch points are considered important as there is direct interaction with the customer and they provide valuable input to the hotel. The input provided by the customer has to be captured in such a way that it becomes information and can be used by various processes within the hotel. This can be done with the help of technology and the aim is that whenever there is a customer interface with any of FIELD PROJECT CRM IN HOTEL INDUSTRY those processes they are able to use that information...
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...LDEN/063 IBS Center for Management Research MS Oberoi and His Legacy This case was written by Nitya Iyer, under the direction of Debapratim Purkayastha, IBS Center for Management Research. It was compiled from published sources, and is intended to be used as a basis for class discussion rather than to illustrate either effective or ineffective handling of a management situation. 2009, IBS Center for Management Research. All rights reserved. To order copies, call +91-8417-236667/68 or write to IBS Center for Management Research (ICMR), IFHE Campus, Donthanapally, Sankarapally Road, Hyderabad 501 504, Andhra Pradesh, India or email: info@icmrindia.org www.icmrindia.org LDEN/063 MS Oberoi and His Legacy “My life has been achievement-oriented. I started off as a coal clerk at the Cecil Hotel in Simla. But I always had dreams and I worked my way at fulfilling those dreams.”1 MS Oberoi, the Founder of the Oberoi Group. “His [MS Oberoi’s]legacy isn’t just the hotels. His life has been a living example that nothing is impossible. Persistence brings success. His legacy is for the world to see and learn.”2 -Sanjiv Malhotra, Vice-president, Oberoi Towers, Mumbai, September 2001. “I have great respect for the professionalism of Oberoi Hotels. To me, both the hardware and software components are equally important in a complete hotel product and the Oberoi brand excels in both. P R S Oberoi stands for uncompromising quality like his late father and in this country at least...
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... |6 | |4 |Bibliography |10 | Introduction: The Taj Mahal Palace & Tower is a five-star hotel located in the Colaba region of Mumbai, Maharashtra, India, next to the Gateway of India. Part of the Taj Hotels, Resorts and Palaces, this building is considered the flagship property of the grand contains 565 rooms. From a historical and architectural point of view, The Taj Mahal Palace and the Tower are two distinct buildings, built at different times and in different architectural designs. The hotel has hosted notable guests such as The Beatles, Jacqueline Kennedy Onassis, Bill Clinton, Jacques Chirac, The King & Queen of Norway, The Duke & Duchess of Kent, The Duke of Edinburgh, The Prince of Wales,Roger Moore, Joan Collins, Mick Jagger, Angelina Jolie, Brad Pitt, Deep Purple, Michael Palin, Hillary Clinton,Michelle, Barack Obama & Oprah Winfrey as well as professional cricket teams on tour. On 26 November 2008, in a series of terrorist attacks in Mumbai, the hotel (as well as the Oberoi) was attacked, during which material damage occurred including the...
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...Citibank Rewards Your world of wishes Exclusively for Citibank Rewards Card TD_0077 Citibank Rewards Catalogue Size: H 21.5cm x W 29.7cm (close size) Citibank Rewards Card The Most Rewarding Card! Rewards Everywhere, Every time Earn one Reward Point on every ` 125 spent anywhere on your Citibank Rewards Card. 10X Rewards Everyday Enjoy 10 Times the reward points on spends at Apparel and Department Stores on all days*. Rewards All Year Round! Take advantage of our exciting bonus programs to build your reward points balance faster. Citibank Rewards Privileges Concierge service, Special deals on dining, entertainment and more. We bring to you an exciting Rewards Platform exclusively for your Citibank Rewards Card. To know more about the Citibank Rewards Card, please visit www.citibank.com/india * Conditions Apply Citibank Rewards Card Dear Cardmember At Citibank, we are always looking out for new ways to reward you for using your card. Thus, we are pleased to offer you an exciting Rewards Program exclusively for your Citibank Rewards Card to cater to your wishlist. We bring to you a wide variety of options that will enable you to enjoy a broad range of products and services. Redeem your points for a wide variety of international brands like Adidas, Levi’s, Benetton, Charles and Keith and many more Swipe your card and pay instantly with your Reward Points at Landmark, Shoppers Stop, Fabindia, Ritu Kumar, Nokia and other preferred outlets Enjoy a...
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...How @Trident Hotels started the first Social Hotel in India? Social media has changed all the traditional notions of marketing across all industries. The Indian Luxury hotels segment is not far behind, still in its nascent stage on social media but nonetheless they have up-scaled their marketing efforts. Let’s take a look at hotel Trident’s very recent social media campaign, which trended on Twitter across India. About the Campaign: This campaign was conducted in Mumbai’s Hotel Trident at BKC at the life span of this campaign was two days beginning from 29th March 2014 – 30th March 2014. They invited 3 social media Influencers to participate in this campaign, where they had to spend the two days in the hotel using Twitter (Mainly) & Instagram to avail all the facilities of the hotel by using the hashtag #TridentSocialHotel and by attaching their Twitter handle as well. There were two quick activities around this campaign – the #Tweesurehunt and #Instachallenge. In the #Tweesurehunt task they were given clues, the answers where in the hotel itself they needed to reach each destination in order to unlock the next clue. In the #Instachallenge, they were tweeted the clues and needed to click pictures and post them. They even ran a contest simultaneously on their Twitter handle on 30th March 2014 which was open to all; they had to answer 10 questions correctly (After deciphering the images) by using their twitter handle and with the #Trident Social Hotel. And the winner...
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...Education Service Quality Management in Hotel Industry: A Conceptual Framework for Food and Beverage Departments Ala`a Nimer AbuKhalifeh1 & Ahmad Puad Mat Som1 1 School of Housing, Building and Planning, Universiti Sains Malaysia, Penang, Malaysia Correspondence: Ala`a Nimer AbuKhalifeh, School of Housing, Building and Planning, Universiti Sains Malaysia, Penang, Malaysia. Tel: 60-4-653-3741. E-mail: ana11_hbp046@student.usm.my Received: March 8, 2012 Accepted: May 15, 2012 Online Published: July 16, 2012 doi:10.5539/ijbm.v7n14p135 Abstract URL: http://dx.doi.org/10.5539/ijbm.v7n14p135 Service quality has been an important subject of research involving food and beverage (F&B) departments of hotels. Despite a substantial number of studies on service quality, the reasons why guests revisit a hotel and why a high-quality service from the F&B department is needed have remained unanswered. This paper aims to review existing literature on service quality management in the F&B departments of hotels, its process, and the effective service quality management framework. This paper discusses famous models, and explains Parasuraman’s dimensional framework of service quality management in the area of F&B and its application to the hotel industry. The conceptual paper suggests application of the dimensional model in the F&B department and encourages hotels to improve its management to better satisfy their guests. Keywords: service quality, hotel industry, parasuraman dimensional...
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...entrants…………………………………………….7 Size of the market, growth pattern and evolution of the service The Demand for Indian Tourism is increasing at 10.1% per annum. India will attract 25 million tourists by the year 2015. India currently has 2,00,000 hotel rooms spread across various hotel categories yet has a shortage of 1,00,00 rooms. |Hotel Category |No. of hotels |No. of rooms | |5 star /deluxe |165 |43965 | |4 star |134 |20770 | |3 star |505 |30100 | |2 star |495 |22950 | |1 star |260 |10900 | |Heritage |70 |4200 | |Uncategorized |7078 | | |Total |8707 |132885 | |Restaurants |12750 | | Current Scenario: • Existing Hotel Rooms: 202963 • Revenue of the hotel industry FY 2009-10: INR 47,889.03 crore • 30 % of this revenue went back into the market as operating expenses What future holds • Despite the global recession, inflation and various other factors, the overall outlook for the...
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...HKU774 CATHY ENZ ALI FARHOOMAND BANYAN TREE: SUSTAINABILITY OF A BRAND DURING RAPID GLOBAL EXPANSION Within the next five years, if we play our expansion card right and we manage our growth properly, we have a reasonable, credible opportunity to become one of the top two or three dominant players in a global space which is very niche but nevertheless very global. - K.P. Ho, CEO of Banyan Tree Holdings Limited1 On 14 August 2006, exactly two months after its initial public offering (“IPO”), Banyan Tree Holdings Limited announced second-quarter results for the period ending on 30 June. Revenue had more than doubled to S$71.42 million, largely due to recovery following the 2004 Indian Ocean tsunami. The company felt that this was only the beginning, however, and had earmarked part of the IPO proceeds to finance an ambitious expansion plan. At the core of its business development plan was a proposal to open 21 new resorts3 over four years that would span non-Asian territories from Greece to Mexico. Banyan Tree CEO Ho Kwon Ping’s vision was to “string a necklace [of Banyan Tree properties] around the world”. The Asian Financial Crisis of 1997, the SARS crisis of 2003 and the Indian Ocean tsunami of 2004 had taken their toll on the travel and tourism industry [see Exhibit 1]. Although recovery was on the horizon, Ho understood the need to diversify risks across geographical regions and the IPO provided the finances to venture out of familiar territory. Two...
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...[pic] ANALYSIS OF FINANCIAL STATEMENTS OF HOTEL LEELA VENTURES TABLE OF CONTENTS :: 1) INTRODUCTION TO HOTEL INDUSTRY 2) PROFILE OF HOTEL LEELA VENTURES LTD. 3) OBJECTIVE OF ANALYSIS AND METHODOLOGY 4) FINANCIAL ANALYSIS USING RATIO ANALYSIS 5) INTERPRETATIONS OF THE RATIOS 6) RECOMMENDATIONS 7) REFERENCES INTRODUCTION TO HOTEL INDUSTRY Over the last decade and half the mad rush to India for business opportunities has intensified and elevated room rates and occupancy levels in India. Even budget hotels are charging USD 250 per day. The successful growth story of 'Hotel Industry in India' seconds only to China in Asia Pacific. 'Hotels in India' have supply of 110,000 rooms. According to the tourism ministry, 4.4 million tourists visited India last year and at current trend, demand will soar to 10 million in 2010 – to accommodate 350 million domestic travelers. 'Hotels in India' has a shortage of 150,000 rooms fueling hotel room rates across India. With tremendous pull of opportunity, India is a destination for hotel chains looking for growth. The World Travel and Tourism Council, India, data says, India ranks 18th in business travel and will be among the top 5 in this decade. Sources estimate, demand is going to exceed supply by at least 100% over the next 2 years. Five-star hotels in metro cities allot same room, more than once a day to different guests, receiving almost...
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...Porters 5 forces analysis for hotel industry BARGAINING POWER OF SUPPLIERSThe term 'suppliers' comprises all sources for inputs that are needed in order toprovide goods or services.The high class hotels are operating by few hotel chains like-TAJ, EIH, ITC&THELEELA PALACE so they have a control over the industry.There are no substitutes for spas and five star hotels.The hotels customers are fragmented, so they have to reduce their bargaining powerto attract the customers.The Taj, ITC& Oberoi are having various rates and tariffs. Because they are havingtheir own brand image.The hotel chains are operating different services like Spas, Boatels, Resorts, CityCenters, Heritage HOTELS, etc.2 . BARGAINING POWER OF CUSTOMERSSimilarly, the bargaining power of customers determines how much customers canimpose pressure on margins and volumes.The hotel industry is one of the most invested in its fixed assets. So they are tryingto recover their amount quickly.The suppliers are providing better information about them to attract the customersHere the buyers are highly informed.If the hotel price changes are moderate, the Customers have low margins and areprice-sensitive.Some unseasoned timings the hotels are offering discounts and incentives toreduce the bargaining power of buyers.3. THREAT OF NEW ENTRANTSThe competition in an industry will be the higher; the easier it is for other companies toenter this industry. In such a situation, new entrants could change major determinants of the marketenvironment...
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