frankfinn Hospitality

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frankfinn Hospitality

  1. 1. HOSPITALITY
  2. 2. INDIVIDUAL PRESENTATION <ul><li>By – Sanmit Karandikar. </li></ul><ul><li>Batch – H5. </li></ul><ul><li>Frankfinn Institute of Airhostess Training. </li></ul><ul><li>Assessor – Mrs.Meenakshi Ahuja. </li></ul>
  3. 3. P1 a
  4. 4. Domestic Chain of Hotels… <ul><li>THE LEELA GROUP OF HOTELS </li></ul>
  5. 5. <ul><li>Hotel Leela Venture Ltd is an Indian hotel company, currently with four deluxe hotels, located in Mumbai, Bangalore, Kovalam and Goa. </li></ul>
  6. 6. BANGALORE MUMBAI KOVALAM GOA
  7. 7. <ul><li>The company was founded by Captain C.P. Krishnan Nair. </li></ul><ul><li>Capt. Nair served in the Indian National Army under Netaji Subhash Chandra Bose. </li></ul><ul><li>He helped his father-in-law in the latter's garment export business. </li></ul><ul><li>While visiting various countries, he realized the need for a luxury hotel chain in India that could measure up to international standards. </li></ul><ul><li>He went ahead and launched the first hotel in Mumbai as Hotel Leela, in 1988. </li></ul><ul><li>The group has then gone ahead to develop fine hotels across the other cities. </li></ul><ul><li>Behind every institution lies the vision of an individual. </li></ul><ul><li>In Capt. Nair’s case, this vision has flowered, given his unshakeable belief in India’s ability to compete with the best in the world as an equal. </li></ul><ul><li>This belief, forged to a large extent during Capt. Nair’s early years as a freedom fighter in India’s fight for Independence, finds expression in each of the group’s endeavors. </li></ul>HISTORY OF THE HOTEL
  8. 8. <ul><li>The Leela Kempinski, Mumbai and The Leela Kempinski Goa are two of the best hotels in India, and have also won considerable international acclaim. For this to have been achieved in 12 short years is nothing short of remarkable. </li></ul><ul><li>In fact, the Leela Kempinski, Mumbai has received many rewards for being the best 5 star deluxe hotel in India, and The Leela Kempinski Goa voted the best luxury beach resort in India. </li></ul><ul><li>Recently in 2001 Capt. Nair fulfilled his longstanding dream of constructing a palace hotel in the garden city of Bangalore. </li></ul><ul><li>The Leela Palace Kempinski, Bangalore is built in art deco style recreating the grandeur of The Mysore Maharajas Palace. It is set amidst 8 acres of landscaped garden and waterfalls. It is a palace with the heart of a modern hotel. Its 254 rooms are opulently furnished and are befitting royalty. </li></ul><ul><li>The newest addition The Leela Kovalam is Kerala’s largest resort, built on a rock face cradled between two wide sweeping beaches with a stunning view of the famous Kovalam coastline. </li></ul><ul><li>Achieving these levels of excellence has been the result of a three pronged business strategy, best described in the words of Capt. Nair. </li></ul><ul><li>Fundamental to our business is the all pervasive Indian tradition of hospitality. Secondly, we honour the cultural heritage of India. Lastly, we operate on the basis of world class technology, backed up fully by the commitment of the staff. </li></ul>
  9. 9. Capt. Krishnan Nair. Chairman - The Leela Group of Hotels.
  10. 10. The Leela Kempinski Mumbai <ul><li>Set in 11 acres of landscaped gardens, The Leela is an enclave of tranquility with landscaped gardens, pools, gently gushing waterfalls, barely swaying coconut & palm trees. </li></ul><ul><li>A magnificient lobby on 3 levels fit for the likes of the royalty amidst the pomp & grandeur of a musical cascade of running water, overlooking the gold dome to refresh the spirits of the guests. </li></ul><ul><li>At the leela, the guests are treated to a visual and physical feast of the best of both the worlds- the culture,mystique & hospitality of India v/s the Hi Tech facilities of a modern hotel. </li></ul><ul><li>State of the Art technology combines with tasteful decor at The Leela. </li></ul><ul><li>All old things are seldom gold, but The Leela experience is PRICELESS. </li></ul>
  11. 11. Some pictures from The Leela Mumbai
  12. 12. The Leela Kempinski Bangalore <ul><li>Evoking the architectural glory of Mysore, The Leela Palace Kempinski, Bangalore stands majestically amongst acres of lush green gardens. </li></ul><ul><li>Here you will find the most spacious and elegantly styled guest rooms in the country. </li></ul><ul><li>Warm, impeccably trained staff will anticipate and attend to your every need. </li></ul><ul><li>The Leela Palace Kempinski, Bangalore offers an experience of true world-class luxury. </li></ul><ul><li>The Leela Palace Kempinski, Bangalore nestled amidst seven acres of lush gardens and a sparkling lagoon in the garden city of Bangalore. </li></ul><ul><li>Built in an art-deco form drawing inspiration from the architectural style of the Royal Palace of Mysore and the palaces of the Vijayanagar Empire, its copper domes, arches and ornate ceilings reflect the grandeur of palaces of a bygone era. </li></ul>
  13. 13. <ul><li>From the hand-woven carpets to the priceless brass antiques, from the hand picked crystal to the finest bone china, everything is the best the world has to offer. </li></ul><ul><li>Situated on Airport Road, it is in close proximity to the Business district and an easy stroll from the KGA golf course. </li></ul><ul><li>The Leela Palace has all the attributes of comfort, technology and design associated with one of the leading hotels of the world. </li></ul><ul><li>State-of-the-art facilities and its regal ambience combine to provide outstanding service that is synonymous with The Leela Group. </li></ul><ul><li>The palm lined approach to the hotel leads past an exquisite marble fountain into a windswept lobby that overlooks lush gardens, waterfalls and lily ponds. </li></ul>
  14. 14. Some pictures from The Leela Bangalore
  15. 15. The Leela Kempinski Goa <ul><li>The Leela Goa is a sumptuous mix of ancient Indian summer palace and Portuguese-style villa retreat. </li></ul><ul><li>This top Goa luxury resort and spa is set on landscaped gardens, with the 152 rooms, suites and villas - from standard Pavilions and Lagoon Suites to Deluxe Suites and indulgent Royal Pool Villas, all with scenic views of the Arabian Sea and neighbouring golf course. </li></ul><ul><li>The &quot;cherry&quot; in this ensemble is the opulent 418sq m Presidential Villa. </li></ul>
  16. 16. <ul><li>The self-contained exclusive Club at The Leela, with 15 private villas, has a separate check-in and lap pool. </li></ul><ul><li>Breakfast, snacks, cocktails and dinner are laid on at the Club Lounge. </li></ul><ul><li>There's a business centre, banquet facilities, conference facilities and boardrooms, but when work's done, head to the lagoon pool, golf course or gymnasium. </li></ul><ul><li>The Spa offers muscle-soothing massages and treatments. For the more energetic, there's watersports, cycling and tennis. </li></ul><ul><li>Apart from great Indian and Goan cuisine, there's a variety of Western and Asian dishes. </li></ul>
  17. 17. Some pictures from The Leela Goa
  18. 18. The Leela Kempinski Kovalam <ul><li>The Leela Kempinski Kovalam Beach, Kerala was built to be the ultimate luxury resort for people seeking refuge from big-city stress. </li></ul><ul><li>This is the precise reason why its stunning location is in very close proximity to Nature’s splendors. </li></ul><ul><li>But if you do want to get out and see how the time honoured ways of Kerala living are still practised, Trivandrum, the capital of Kerala is a short and scenic drive away. </li></ul>
  19. 19. <ul><li>The Leela Kempinski Kovalam Beach, Kerala is definitely one of the most stunning luxury resorts in Kerala. </li></ul><ul><li>But it is also has an equally beautiful alter-ego - of one of the best business hotels in Kerala. </li></ul><ul><li>One of the few places where you can retreat to do some serious business, The Leela Kempinski Kovalam Beach, Kerala has a Convention Centre that can host about to a thousand delegates, making it the largest beach-side business venue in all of South India. </li></ul><ul><li>Other venues can handle groups of between 30 and 100 people. </li></ul>
  20. 21. UPCOMING PROPERTIES
  21. 22. <ul><li>Kempinski Hotels and the Leela Palaces & Resorts have announced the extension of their Management Alliance in India. </li></ul><ul><li>In the agreement signed by the heads of each group, Reto Wittwer, President & CEO of Kempinski, and Captain C.P Krishnan Nair, the honourable Chairman of the Leela Palaces and Resorts it is mentioned that in addition to the Leela Kempinski hotels in Mumbai, Bangalore and Kovalam, a further five hotels in New Delhi- Gurgaon , Udaipur, Chennai, Hyderabad and Pune will be constructed in the next four years. </li></ul><ul><li>The first of the new hotels under this agreement has already opened in 2005 and will be rechristened as The Leela Kempinski Kovalam Beach Resort. </li></ul>
  22. 23. <ul><li>The Leela Kempinski Gurgaon Delhi NCR </li></ul><ul><li>Strategically located just across the Delhi border, The Leela Kempinski Gurgaon, Delhi (N.C.R.) and The Leela Residences have the unique feature of a 1 km. long luxury shopping mall located on the National Highway No. 8 leading to Gurgaon city. </li></ul><ul><li>Personalised butler service, an exclusive business club, choice of restaurants and plush board rooms truly makes it the preferred address for all business travellers. </li></ul><ul><li>Over 21,000 sq.ft. of convention spaces, 322 oversized guest rooms and suites, coupled with a business club, heated pool, fitness facilities, SPA and an adjoining premium shopping mall, all under one roof, makes it a preferred international meetings and conference destination. </li></ul>
  23. 24. The Leela Kempinski Pune <ul><li>Just 3.5 kms away from the Koregaon airport and in close proximity to the Pune golf course, The Leela, Kempinski Pune is being designed as an urban resort with a laid-back feel. </li></ul><ul><li>Set in four acres, the architecture of this 11 storeyed high-rise building will reflect the grandeur of the Maratha reign. </li></ul><ul><li>The IT park will be a 10 storeyed structure with architecture to match the Silicon Valleys of the World. </li></ul><ul><li>Taking luxury to the highest level of comfort the hotel will have an array of speciality restaurants and lounges, a state-of-the-art Spa of about 16,000 sq. ft. that will cater to both the growing social as well as meetings and conferences market. </li></ul>
  24. 25. The Leela Kempinski Udaipur <ul><li>The Leela Palace, Kempinski Udaipur with its breathtaking view of the Aravali Mountains stands majestically on the banks of Lake Pichola. </li></ul><ul><li>Evoking the grandeur and opulence of a bygone era, all 80 rooms and 5 Suites overlook the tranquil waters of the lake. </li></ul><ul><li>The palace with its open to sky Courtyard, lake facing Pool, 900 Sq. meter Spa, and Restaurants with al-fresco dining provide a fairy-tale setting for an authentic royal experience. </li></ul>
  25. 26. The Leela Kempinski Chennai <ul><li>The Leela will soon enter Chennai with the first ever beachfront Luxury Hotel. </li></ul><ul><li>The location is the idyllic, prime Marina Beach stretch, that is rated the second longest in the world. </li></ul><ul><li>The Chennai property will sprawl over seven acres. </li></ul><ul><li>The 15-storeyed high-rise hotel will have 380 rooms suites. </li></ul><ul><li>20,000 sq.ft. will be dedicated to extensive meeting and conference facilities. </li></ul><ul><li>The architecture inspired by the royal, opulent Chettinad dynasty, will be offset by the grand expanse of the azure blue seas. </li></ul><ul><li>Work on the hotel is under progress with the opening slotted for 2009. </li></ul>
  26. 27. The Leela Kempinski Hyderabad <ul><li>Hyderabad, ‘ THE PEARL CITY OF INDIA ' is fast emerging as an IT and BPO centre. </li></ul><ul><li>The Leela Palace, Kempinski Hyderabad is being constructed on prime location of Banjara Hills. </li></ul><ul><li>The 186 Room hotel is expected to be commissioned by late 2009. </li></ul>
  27. 28. Hyederabad Delhi Chennai Pune Udaipur
  28. 29. Awards <ul><li>Conde Nast Gold List 2008 - The Leela Palace, Kempinski Bangalore in the Conde Nast Gold List 2008 for the 'Best Rooms' in the world. </li></ul><ul><li>Lifetime Achievement Award, 2007 - For Capt. Nair by the Galileo Express Travelworld Awards, for his sterling contribution to the hospitality industry. </li></ul><ul><li>First Choice Gold Award, 2006 - The Leela, Kempinski Kovalam Beach, Kerala awarded the First Choice Gold Award, 2006 ( Received in 2007). </li></ul><ul><li>Kerala Ratna Award 2007 – Conferred by The Global Kerala Initiative for Capt. C P Krishnan Nair for his sterling contribution for infrastructural facilities in Tourism, Handloom and Information Technology – November 2007. </li></ul><ul><li>Lifetime Achievement Award – For the first time in the world by WTA, conferred on Capt. C P Krishnan Nair, The Leela Palaces, Hotels & Resorts – November 2007. </li></ul><ul><li>WTA award – November 2007 – For The Leela Palace, Bangalore as “The Leading Business Hotel of India’. </li></ul><ul><li>WTA award – November 2007 – For The Leela Kempinski Goa as ‘Asia’s Leading Resort’. </li></ul><ul><li>The Leela Palace Kempinski Bangalore was voted the world's No.1 &quot;Business Hotel 2007&quot; by Conde Nast Traveller. </li></ul><ul><li>Forbes ranks The Leela Palace Kempinski Bangalore - India's hottest Wedding Destinations. </li></ul>
  29. 30. <ul><li>Indian Signature restaurant at The Leela Palace Kempinski Bangalore amongst World's Ten Top Power Dining spots - May 2007. </li></ul><ul><li>SATTE Award - April 2007 - For Leela Goa as the best beach resort in India. </li></ul><ul><li>SATTE Award - April 2007 - For Leela Kempinski Bangalore for the best business hotel in India. </li></ul><ul><li>National Tourism Award 2005-2006 - The Leela Palace, Kempinski Bangalore for the Best Eco-friendly hotel. </li></ul><ul><li>Global 500 Laureate Roll of Honour – 1999 by United Nations Environment Programme presented by His Majesty Emperor Akihito of Japan. </li></ul><ul><li>Winner of the International Five Star Diamond Award, 2005 for The Leela Group conferred by The American Academy of Hospitality Sciences – March 2005. </li></ul><ul><li>Winner of the Imperial Mark for The Leela Kempinski Goa World’s oldest and most prestigious award for unmatched excellence in the field of hospitality – February 2004. </li></ul><ul><li>The Leela Palace Kempinski Bangalore won the National Horticulture Award for Best Ornamental Park Garden Bangalore conferred by Hospitality India Magazine. 2004-2005 </li></ul><ul><li>The Leela Palaces and Resorts for the second time won the Bombay Chamber Civic Award 2004-05 for environment excellence – May 2005. </li></ul><ul><li>PATA Award of Merit, 2005 for Capt. C.P. Krishnan Nair for outstanding service & leadership to the Industry – April 2005. </li></ul><ul><li>Winner of the Hewitt and CNBC Award for the Leela Group. - as one amongst 5 Best Managed Workforces in the country – Dec. 2004. </li></ul><ul><li>CNN Ultimate Service Award 2003 & 2004 For The Leela Palace, Bangalore. An award that celebrates global excellence in hospitality service. </li></ul><ul><li>Winner of three PATA GOLD Awards – 2002 Corporate Environmental Programme – The Leela, Mumbai The best Travel Advertising – The Leela Palace, Bangalore The best National Marketing Programme – The Leela Palace, Goa </li></ul>
  30. 32. <ul><li>Change and the passage of time have only enriched authentic Indian hospitality. </li></ul><ul><li>Globalization has shrunk space and time, but the Leela Group of Hotels has succeeded in combining a wealth of experiences into what the world o travel and tourism calls a &quot;package&quot;. </li></ul><ul><li>History, culture, folklore, music, dance, cuisine, costume, arts and crafts, contemporary arts, and the very best in business and conference facilities... </li></ul><ul><li>  </li></ul><ul><li>all contribute to the Leela experience.   </li></ul>
  31. 33. International Chain of Hotels… <ul><li>THE ACCOR GROUP OF HOTELS </li></ul>
  32. 34. <ul><li>Accor, European leader in hotels and tourism, global leader in corporate services, operates in nearly 100 countries with 150,000 employees. </li></ul>
  33. 35. <ul><li>Founded: 1967 </li></ul><ul><li>Headquarters: Évry, France </li></ul><ul><li>Key people: Serge Weinberg (Chairman of the board), Gilles Pélisson (CEO) </li></ul><ul><li>Industry: Travel, tourism </li></ul><ul><li>Products: Hotels and resorts; hospitality and other services for the public and private sectors </li></ul><ul><li>Revenue: €8.121 billion </li></ul><ul><li>Operating income: €971 million </li></ul><ul><li>Profit: €883 million </li></ul><ul><li>Employees: 150,000 </li></ul>
  34. 36. People in Charge… <ul><li>  </li></ul>Serge Weinberg Chairman of the Board of Directors Gilles Pélisson Director and Chief Executive Officer
  35. 37. <ul><li>Board of Directors - Thomas J. Barrack, Founder, Chairman, and Chief Executive Officer of Colony Capital LLC. - Sébastien Bazin, Principal Managing Director Europe and Chief Executive Officer of Colony Capital SAS. - Isabelle Bouillot, Chief Executive Officer and Managing Director of China Equity Links. - Philippe Camus , Co-Managing Partner of Groupe Lagardère. - Aldo Cardoso , Board Member of several companies. - Philippe Citerne, Director and Chief Operating Officer of Société Générale. - Gabriele Galateri di Genola , Chairman of Mediobanca S.p.A. - Sir Roderic Lyne , former Ambassador of the UK. - Gilles Pélisson, Director and Chief Executive Officer of Accor. - Baudouin Prot, Director and Chief Executive Officer of BNP-Paribas. - Alain Quinet, Vice-President, Finance and Strategy, and member of the Executive Committee of Caisse des Dépôts et Consignations. - Franck Riboud , Chairman and Chief Executive Officer of Danone. - Patrick Sayer, Chairman of the Eurazeo Management Board. - Jérôme Seydoux , Chairman and Member of the Executive Board of Pathé SAS. - Augustin de Romanet de Beaune, Chief Executive Officer of Caisse des Dépôts. - Theo Waigel , Former German Finance Minister. - Serge Weinberg , Chairman Weinberg Capital Partners. </li></ul>
  36. 39. <ul><li>1967: Paul Dubrule and Gérard Pélisson create SIEH. First Novotel opens in Lille. </li></ul><ul><li>1974: First Ibis opens in Bordeaux. Acquisition of Courtepaille restaurants. </li></ul><ul><li>1975: Acquisition of Mercure. </li></ul><ul><li>1980: Acquisition of Sofitel (43 hotels and two seawater spas). </li></ul><ul><li>1982: Acquisition of Jacques Borel International, European leader in managed food services (Générale de Restauration) and concession restaurants (Café Route, L’Arche), and world leader in the issuance of meal vouchers (Tickets Restaurant), with 165 million vouchers a year distributed in eight countries. </li></ul><ul><li>1983: Creation of Accor, following the merger of Novotel SIEH Group and Jacques Borel International. </li></ul><ul><li>1985: Creation of Formule 1, a new hotel concept based on particularly innovative construction and management techniques. Creation of Accor Academy, France’s first corporate university for service activities. Accor acquires a 46 % stake in Lenôtre, which owns and manages deluxe caterer boutiques, gourmet restaurants and a cooking school. </li></ul><ul><li>1990: Acquisition of the Motel 6 chain in the United States, comprising 550 properties. With its global brands, Accor becomes the world’s leading hotel group, in terms of properties directly owned or managed. </li></ul><ul><li>1991: Successful public offer for Compagnie Internationale des Wagons-Lits et du Tourisme, which is active in hotels (Pullman, Etap Hotel, PLM, Altea, Arcade), car rental (Europcar), onboard train services (Wagons-Lits), travel agencies (Wagonlit Travel), managed food services (Eurest) and highway restaurants (Relais Autoroute). </li></ul><ul><li>1997: Accor changes its corporate governance system. Jean-Marc Espalioux is appointed Chairman of the Management Board. The “Accor 2000” project is launched in a commitment to revitalizing growth and deploying breakthrough technology. Carlson Wagonlit Travel is created. Acquisition of a majority interest in SPIC, renamed Accor Casinos. </li></ul><ul><li>1999: The hotel network grows by 22% with 639 new properties, led by the acquisition of Red Roof Inns in the United States. Accor demonstrates its support for the Olympic movement by becoming an official partner to France’s National Olympic Sports Committee (CNOSF). Acquisition of CGIS, Vivendi’s hotel business, including eight Demeure and 41 Libertel establishments. </li></ul>HISTORY OF THE HOTEL
  37. 40. <ul><li>2000 :For the Olympic Games in Sydney, Accor provides accommodation in its Australian hotels for members of the Olympic family, supports the French team and rallies its entire network to promote the Games. Launch of Accorhotels.com. The Meal Service Card is introduced in China. Acquisition of a 38.5% interest in Go Voyages. Courtepaille is sold. </li></ul><ul><li>2001: Broader presence in the Chinese hotel market in partnership with Zenith Hotel International and Beijing Tourism Croup. Sustained development of the Services business in the fast-growing market for employee assistance programs with the acquisition of Employee Advisory Resource Ltd in the United Kingdom. Suitehotel launched in Europe. Accor becomes an official partner to the Australian Olympic Committee. </li></ul><ul><li>2002: 30% stake acquired inGerman hotel company Dorint AG. Opening of the Sofitel Chicago Water Tower and 13 other Sofitel establishments in major international cities. Accor organizes operations to support its Olympic team partners at the Salt Lake City Games. Accor Services acquires Davidson Trahaire, Australia’s leading human resources consulting firm. </li></ul><ul><li>2003: Sustained development of the Hotel business, with 170 openings. The first Ibis opens in China, in the city of Tianjin. Accor Services establishes operations in Panama and Peru. Deployment of the new Novotel room. </li></ul><ul><li>2004: Accor acquires a 28.9% stake in Club Méditerranée. The Group reaffirms its involvement in the Olympic Games in Athens, supporting the French and Australian Teams and helping to organize the event with Lenôtre, Carlson Wagonlit Travel and Accentiv’. Creation of Groupe Lucien Barrière SAS. Owned 51% by the Desseigne-Barrière family, 34% by Accor and 15% by Colony Capital, the new company is a European leader in casinos. Novotel introduces Novotel Café, a new dining concept created by Lenôtre. Accor acquires all outstanding shares in Go Voyages. </li></ul><ul><li>2005: Opening of the 4,000th hotel, the Novotel Madrid Sanchinarro in Spain. Colony Capital invests €1 billion in Accor and steps up the Group’s development. An innovative real estate sale and leaseback strategy is introduced with Foncière des Murs. Accor decides to step up its development in China with Sofitel, Novotel and Ibis, surpassing the 10,000-room threshold in the country. </li></ul><ul><li>2006: Accor changes its corporate governance system, from a Supervisory Board and Management Board to a Board of Directors, with Serge Weinberg as Chairman and Gilles Pélisson as Member of the Board — Chief Executive Officer. Accor divests most of its stake in ClubMed. </li></ul>
  38. 41. <ul><li>With more than 4,000 hotels worldwide, covering all segments from economy to upper upscale, Accor Hospitality, the Accor’s hotel offering, offers hotel services tailored to each customer’s needs. </li></ul><ul><li>Accor has long positioned itself in 40 countries around the world as a provider of innovative services to meet growing demand for solutions that enable companies and public institutions to improve productivity,while responding to the legitimate aspirations of their employees and for a better quality of life. </li></ul>
  39. 42. <ul><li>Accor Hospitality </li></ul><ul><li>Budget Brands : </li></ul><ul><li>Motel 6  : 910 hotels in USA and Canada. </li></ul><ul><li>Studio 6  : 46 hotels in USA and Canada. </li></ul><ul><li>Formule 1 : 371 hotels in 14 countries. Rebranded and redesigned as F1 Hotels in France. </li></ul><ul><li>Etap  : 369 hotels in 11 countries. Etap Hotel is implanted in Europe: Germany, Austria, Belgium, Spain, France, Great Britain, Hungary, Luxembourg, Netherlands, Poland and Switzerland. </li></ul><ul><li>Accor sold Red Roof Inns in April 2007. </li></ul><ul><li>Accor global locations </li></ul><ul><li>Economy Brands : </li></ul><ul><li>Ibis  : 2 stars hotels. 769 hotels in 36 countries. </li></ul><ul><li>  : 2-3 stars hotels. 35 hotels. The first All Seasons hotel opened in France in mid-September 2007. All Seasons has already 20 hotels in Australia. </li></ul><ul><li>Midscale Brands : </li></ul><ul><li>Suitehotel  : 3 stars suites in Europe. 21 hotels in 4 countries. </li></ul><ul><li>Mercure Hotels : 3 and 4 star hotels. 756 hotels in 49 countries (3rd hotels network in Europe). </li></ul><ul><li>Adagio  : 21 apartment hotels in 4 countries. </li></ul><ul><li>Upscale Brands : </li></ul><ul><li>Novotel Hotels  : 4 stars hotels in 61 countries (387 hotels). </li></ul><ul><li>  : new boutique hotels with 3 hotels (4 stars) that are remarkable in their personality. They are categorized according to four themes: Vision, Design, History and Panorama. Some were Sofitel hotels. </li></ul><ul><li>  : new brand relaunched in 2007. 5 stars dedicated to travellers, it has 11 hotels. </li></ul><ul><li>Luxury Brand : </li></ul><ul><li>Sofitel Hotels and Resorts, including the new boutique-hotels So by Sofitel and top luxury Sofitel Legend. 172 hotels in 52 countries. </li></ul>
  40. 43. Famous hotels <ul><li>The Grand in Amsterdam </li></ul><ul><li>Old Cataract in Aswan </li></ul><ul><li>Old Winter Palace in Luxor </li></ul><ul><li>Mercure Hotel Sevilla </li></ul><ul><li>Dorint Hotel Tower </li></ul><ul><li>Pullman Orient Express </li></ul><ul><li>Sofitel Dalat Palace in Dalat </li></ul><ul><li>Metropole in Hanoi </li></ul><ul><li>Grand Mercure Puka Park Resort </li></ul><ul><li>Sofitel Wanda Chengdu </li></ul><ul><li>Sofitel Wanda Beijing </li></ul><ul><li>Sofitel Philippine Plaza </li></ul>
  41. 45. Sydney Olympic Park London West Dubai New York Amsterdam Beijing
  42. 46. chicago Tokyo Dubai Sao-Paulo Queensland
  43. 47. Frankfurt Bratislava Paris Pattaya
  44. 48. Paris Frankfurt Sydney Auckland
  45. 49. Pattaya Istanbul
  46. 50. Bangkok Singapore Beijing San Antonio
  47. 52. Some other Accor hotels
  48. 53. <ul><li>384 hotels..69,272 rooms..58 countries. </li></ul><ul><li>Modernity, innovation, inviting, fluidity and services, Novotel hotels are designed to give customers a “natural living”. </li></ul><ul><li>Novotel has a presence in city centres and in the main international business centres and at countless tourist destinations. </li></ul><ul><li>Novotel is permanently strengthening its presence on the five continents: this sustained development has been illustrated in 2007 by the opening of Novotel Istanbul Marmara in Turkey, Accor's first adress in the Principality of Monaco - Novotel Monte Carlo - and a brand new Novotel in the heart of Vienna, Novotel Wien City. Pursuing its expansion, Novotel will be opening in 2008 its first hotel in Saudi Arabia - Novotel Al Anood Riadh -, the Novotel Beijing Phenix in China, prior to the 2008 Olympic Games, and its very first hotel in Argentina - Novotel Buenos Aires. </li></ul>
  49. 54. <ul><li>The Novotel bedroom is central to the brand’s identity. From the outset and generation after generation, the “Novation” room is a strong concept that customers will recognize around the world. Constantly evolving, Novation has been designed to provide maximum comfort to business travellers and a welcoming environment to families : </li></ul><ul><li>New decor and sizes, </li></ul><ul><li>Bedrooms reorganised to be brighter and more user-friendly, creating a unique atmosphere, </li></ul><ul><li>New longer beds adapted to changing body sizes: 160 x 210 cm, </li></ul><ul><li>An ergonomic headboard to mould the back and create a more comfortable reading or TV-viewing experience, </li></ul><ul><li>Soft duvets, </li></ul><ul><li>A more comfortable bathroom with large showers, </li></ul><ul><li>A dedicated and flexible workspace with a pivoting desk, </li></ul><ul><li>Connectivity guarantee : good cellphone network and plug-in or wireless access, </li></ul><ul><li>In 2007: new chair, new TV furniture with connexions: i-pod, laptop, mp3, bathroom’s re-engineering. </li></ul>
  50. 55. <ul><li>161 hotels..36,237 rooms..51 countries. </li></ul><ul><li>Sofitel, the luxury trademark of the Accor Group, is established in 51 countries in Europe, Africa, the Middle East, Pacific Asia, and in North and South America. </li></ul><ul><li>Because no country or town is like another, Sofitel has made each of its hotels throughout the world a unique address. </li></ul><ul><li>Associating the spirit of each place with standards of modernity, refinement, and absolute comfort, all combine in their own way with the inimitable French way of life. </li></ul><ul><li>Whether their setting is a great business metropolis like Paris, New York or Bangkok, or nestling in the landscape in Indonesia, Polynesia or Brazil, each Sofitel hotel offers travelers a genuine haven of peace. </li></ul><ul><li>So that each guest, for an overnight stay or longer, during a business trip or for a holiday, can enjoy the rich variety of these unique places in comfort and tranquility. </li></ul>
  51. 56. <ul><li>The Sofitel rooms want above all to be ambivalent: comfort and elegance for relaxation, space and luminosity for business affairs. </li></ul><ul><li>Everything is done so the traveler quickly takes possession of these spaces with freedom, planned to awaken the five senses: - Hearing: soundproofing, acoustic comfort... - Sight: the originality of the decor, the warmth of the tonalities... - Smell : non-smoking rooms, the scent of fresh linen... - Taste: the attention of room service... - Touch: softness of the bedding, quality materials, the welcome products... </li></ul><ul><li>The MyBed concept from Sofitel invites the traveler to a new nighttime experience, pairing richness and sweetness, the promise of a soothing night’s rest. </li></ul><ul><li>www.soboutique.com: in its online shop, Sofitel offers its MyBed line of bedding, as well as a selection of breathtaking objects chosen from among its hotels worldwide, of contemporary creations signed by famous designers. </li></ul>
  52. 57. <ul><li>790 hotels..89,629 rooms..39 countries. </li></ul><ul><li>Ibis hotels offer excellent service and quality at the best possible prices: comfortable rooms with bathrooms, a 24-hour reception desk, a cosy bar area, snack service at any time day or night and usually a varied choice of restaurants. </li></ul><ul><li>Ibis hotels stand out in their category by their strong concentration in city centers and easy access. Assets: </li></ul><ul><li>Weekend rates valid for Friday, Saturday or Sunday…Make the most of Ibis weekend rates to get away from it all in one of almost 800 Ibis hotels in Europe, for a weekend escapade with the one you love or with friends, to see the sight or just to relax... </li></ul>
  53. 58. <ul><li>704 hotels..87,850 rooms..50 countries. </li></ul><ul><li>Warm, individual, human: each Mercure hotel has its own personality. </li></ul><ul><li>Mercure els form a family united around common values: the personality of each establishment, the quality of the attention reserved to all clients, its cultural reflection of the city and the region… </li></ul><ul><li>For both business and leisure travel, the Mercure network can meet every expectation with prime locations in city centers, at the seaside or in the mountains, close to an airport… </li></ul><ul><li>Comfort, service quality and hospitality are the foundations of the reputation of all Mercure hotels and hoteliers. </li></ul><ul><li>Looking at technology, most Mercure hotels in Europe are now equipped with Wi Fi wireless technology, available for clients in the lobby, meeting rooms and rooms through contracts signed with major operators. </li></ul><ul><li>In number of hotels in 2007, Mercure was the 3rd largest network in Europe and 16th worldwide. </li></ul>
  54. 59. <ul><li>374 hotels..30,148 rooms..14 countries. </li></ul><ul><li>The cheapest price of the hotel business chain for 1, 2 or 3 persons. </li></ul><ul><li>Simple and fast booking via hotelformule1.com , or directly with the hotel. </li></ul><ul><li>Functional bedrooms for 1, 2 or 3 persons. </li></ul><ul><li>Bathroom facilities are located right outside the room. </li></ul><ul><li>Breakfast: A self service breakfast buffet. </li></ul><ul><li>Reception 24 hours and 7j/ 7. </li></ul><ul><li>Drink vending machine warm and cold. </li></ul><ul><li>Distributor of sweet and salty snacks. </li></ul>
  55. 60. <ul><li>MGallery is a collection of remarkable hotels, each with its own distinctive personality and unrivalled heritage – plus a special something that ensures guests always enjoy an unforgettable stay. In line with the MGallery spirit of providing a fulsome, authentic hotel experience unlike any other, members of the collection have retained their original names and express their own unique identity. </li></ul><ul><li>These exceptional hotels are organized into four families, based on: </li></ul><ul><li>Their history, reflected in their heritage buildings, the famous people who stayed there or the important events they hosted. </li></ul><ul><li>Their outstanding location, in the historic center of a capital city, on a beachfront or opposite a snow-covered mountain. </li></ul><ul><li>The vision that guided the people who built them, and which continues to inform their distinctive identities. </li></ul><ul><li>Their extremely intricate and evocative interior and exterior design, signed by celebrated architects and decorators. </li></ul>
  56. 61. <ul><li>An upscale services offering: MGallery services are based on a commitment to offering guests a unique experience and unparalleled enjoyment. </li></ul><ul><li>Reflecting the spirit of each hotel, the “Unique Pleasures” instill a sense of well-being that accompanies guests from the moment they step into the hotel to the privacy of their rooms. </li></ul><ul><li>Every MGallery hotel offers its own unique “Enjoyable Moments” that help to share the culinary, artistic or cultural traditions of the region, the city or even the hotel itself. </li></ul><ul><li>Whether they're sipping a cup of classic hot cocoa in front of the fireplace or a glass of fine wine to the strains of a piano concerto, guests will cherish these unique, unforgettable moments in an MGallery hotel. </li></ul><ul><li>“ Enjoyable Moments” are offered at different times according to the hotel. </li></ul>
  57. 62. <ul><li>20 hotels..5,116 rooms..6 countries. </li></ul><ul><li>Pullman is the Accor group’s new chain of upscale hotels, catering especially to the needs of both individual business travelers and groups. </li></ul><ul><li>The pillars of the distinctive Pullman offer are convivial hospitality, restful tranquility and high-tech connectivity, creating a truly unique experience in business travel. </li></ul><ul><li>In 2009 Pullman will count 59 hotels in 23 countries across Europe, the Asia-Pacific, the Middle East and Latin America. Pullman expects to grow to 300 hotels by 2015. </li></ul>
  58. 63. <ul><li>Pullman rooms are cocoons of calm, perfect for rest, work and staying in touch with the world. </li></ul><ul><li>These spacious havens of serenity feature king size beds with shape memory pillows, special leg support pillows and other touches geared to maximum comfort. </li></ul><ul><li>The rooms also have a connectivity panel to make it simple to plug in laptops, MP3 players, digital cameras, DVD players or other personal technology. </li></ul><ul><li>Fitness centers feature cardio training equipment, relaxation lounges for a pleasantly convivial break. </li></ul><ul><li>Everything guests need for well-being and staying in shape is available 24/7 in a warm ambience. </li></ul>
  59. 64. <ul><li>21 hotels…2,734 rooms…4 countries. </li></ul><ul><li>Suitehotel, the latest addition to Accor hotels range, has been inviting you to experience a new way of hotel living since 1999. </li></ul><ul><li>This three-star chain offers large spaces that can be privatised and rearranged, built with high quality materials and perfectly adaptable to your needs. </li></ul><ul><li>Suitehotels are intended for customers who are looking for hotels that promise comfort, foster independence and provide Internet access at low prices. </li></ul><ul><li>This original hotel concept allows customers to appropriate their Suites and arrange them for work or relaxation according to their desires. </li></ul><ul><li>By the end of 2002, the brand will boast 8 hotels, including 2 outside France, in Vienna and Hamburg. </li></ul><ul><li>Suitehotel welcomes you into large rooms, real modular living areas, where you will have 30m.sq. just for you. </li></ul><ul><li>You can appropriate the room for meetings, have meals or relax with your family or friends, by arranging the room as you wish. </li></ul><ul><li>Suitehotel meets the needs of customers in search of well-being and independence. </li></ul>
  60. 65. The growth of all Accor hotels… By Region By Market Segment
  61. 66. <ul><li>Accor Hospitality, hotels division, is planning to double the pace of hotel development in coming years, in a commitment to opening 200,000 new rooms between 2006 and 2010. </li></ul><ul><li>To meet this objective, they are offering owners and investors the opportunity to become our partners and participate in this powerful growth dynamic. </li></ul><ul><li>Accor Hospitality has several core strengths that will make these partnerships a success: </li></ul><ul><li>40 years’ experience in the hotel business. </li></ul><ul><li>Highly efficient investment and maintenance management processes, a legacy of our position as the world’s largest owner of hotel properties. </li></ul><ul><li>Brands that are well known in all the main outbound markets. </li></ul><ul><li>Support services for hotels around the world. </li></ul><ul><li>In-depth knowledge of local markets. </li></ul><ul><li>Decentralized decision-making, at the local partner level. </li></ul>
  62. 67. UPCOMING PROPERTIES
  63. 68. Accor in India… <ul><li>Accor Group has plans to set up 200 hotels in India. </li></ul><ul><li>Accor has recently launched its first newly built hotel in India- Novotel Hyderabad. </li></ul><ul><li>The hotel has 287 spacious rooms and features two restaurants, swimming pool, fitness centre and business centre. </li></ul>
  64. 69. <ul><li>Accor Launches New Concept at Dubai World Trade Center. </li></ul>
  65. 70. <ul><li>The company expects to open 13 Sofitel hotels, another premium brand, around 2008. </li></ul><ul><li>The company currently operates Grand Mercure hotels in Shanghai, Xi'an, Shijiazhuang, and Shenzhen, and plans to set up another in Sanya, Hainan Province in 2008. </li></ul>
  66. 71. <ul><li>TTG Travel Awards: Accor received an award as ‘Best Hotel Group” and Ibis was voted ‘Best Economy Hotel’. </li></ul>Awards
  67. 72. P1 b
  68. 73. Luxury Hotel… <ul><li>Situated in the heart of Pune, Le Meridien Pune immerses guests in the distinctive architecture of an Indian palace and the subtleties of contemporary charm. </li></ul><ul><li>A vibrant cultural hub of India, Pune hosts a wide array of artistic events throughout the year, including the Sawaai Gandharva Music Festival and the ten-day, mythical Ganesha Festival. </li></ul><ul><li>The hotel offers six meeting rooms, spa services, a rooftop pool, a four-floor health club, and a squash court—the first in Pune. </li></ul><ul><li>Just a short distance from the celebrated sites of the city, Le Meridien Pune provides guests easy access to the ornate Aga Kahn’s Palace, the rare exhibits of the Raja Kelkar Museum, and the great memorial, Shinde Chatri. </li></ul><ul><li>The stunning Parvati Hills and Temple and the amazing rock-cut architecture at the breathtaking Pataleshwar Cave are easy trips to arrange from the hotel. </li></ul>
  69. 74. The Entrance Lobby Lounge
  70. 75. Entresol Bar Guest Room ‘ Scream’ ,The Night Club Chingari Restaurant
  71. 76. Hotel Facilities Room Facilities <ul><li>Banquet facilities </li></ul><ul><li>Cocktail bar </li></ul><ul><li>Conference facilities </li></ul><ul><li>Gymnasium </li></ul><ul><li>Jacuzzi / Whirlpool </li></ul><ul><li>Lounge </li></ul><ul><li>Parking facilities </li></ul><ul><li>Restaurant </li></ul><ul><li>Safe deposit box </li></ul><ul><li>Sauna </li></ul><ul><li>Swimming pool </li></ul><ul><li>Business center </li></ul><ul><li>24-hour front desk </li></ul><ul><li>Number of floors: 10 </li></ul><ul><li>Hair salon </li></ul><ul><li>Air conditioning </li></ul><ul><li>Cable / Satellite TV </li></ul><ul><li>Hairdryer </li></ul><ul><li>Internet access </li></ul><ul><li>Iron and ironing board </li></ul><ul><li>Mini bar </li></ul><ul><li>Modem/data port connection </li></ul><ul><li>Private bathroom / Ensuite </li></ul><ul><li>Tea and coffee making facilities </li></ul><ul><li>Telephone </li></ul><ul><li>Voice mail </li></ul>
  72. 77. <ul><li>This property has 176 rooms and suites that are well equipped and immaculately furnished catering to all the details that one looks for. </li></ul><ul><li>Retire to your guestroom after a long day and enjoy warm earth tones and inviting ambiance in smartly appointed surroundings. </li></ul>
  73. 78. Rs.22,000  2 Single Rooms Beds Rack Rate Royal Club Non-smoking Buffet Breakfast Rs.22,000  2 Single Rooms Beds Rack Rate Royal Club Buffet Breakfast Afternoon Tea Rs.22,000  1 King Bed Rack Rate Royal Club Non-smoking Buffet Breakfast Rs.22,000  1 King Bed Rack Rate Royal Club Buffet Breakfast Afternoon Tea Rs.17,600  2 Single Rooms Beds Lm Passport With Breakfast Royal Club Non-smoking Buffet Breakfast Rs.17,600  2 Single Rooms Beds Lm Passport With Breakfast Royal Club Buffet Breakfast Afternoon Tea Rs.17,600  1 King Bed Lm Passport With Breakfast Royal Club Non-smoking Buffet Breakfast Rs.17,600  1 King Bed Lm Passport With Breakfast Royal Club Buffet Breakfast Afternoon Tea Total rate Room/Unit description
  74. 79. <ul><li>Policies </li></ul><ul><li>American Express Visa </li></ul><ul><li>Diners Club Check-in time is 1400 </li></ul><ul><li>MasterCard Check-out time is 1200 </li></ul>
  75. 80. Semi-Luxury Hotel… Hotel Kohinoor Executive Rs.800 Extra Person in Room Rs.5,350 Executive Deluxe (Double) Rs.4,850 Deluxe (Double) Rs.4,350 Deluxe (Single) Total rate Room/Unit description
  76. 81. <ul><li>A very simple hotel with common facilities like – </li></ul><ul><li>Colour TV. (in room) </li></ul><ul><li>STD/ISD. (in room) </li></ul><ul><li>Central Air – Conditioners. (in room) </li></ul><ul><li>Complementary breakfast, lunch and dinner. </li></ul><ul><li>Rooms – 47. </li></ul><ul><li>Restaurant on the ground floor. </li></ul><ul><li>Front Desk availability - 6am to 10pm. </li></ul><ul><li>Secured parking. </li></ul><ul><li>Money exchange facility. </li></ul><ul><li>Travel Desk. </li></ul><ul><li>Doctor on call. </li></ul><ul><li>12 noon check out. </li></ul>
  77. 82. Budget Hotel… Hotel Gourish Total rate Room/Unit description Rs.850 Double with TV and roadside view Rs.695 Double bed without TV Rs.495 Single bed
  78. 83. <ul><li>A low cost hotel consisting of only 20 rooms. </li></ul><ul><li>Minimum facilities provided. </li></ul><ul><li>No lunch or dinner facility available. </li></ul><ul><li>No regular maintenance. </li></ul><ul><li>Everything other than the room tariff is charged. </li></ul><ul><li>No internet booking available. </li></ul><ul><li>Number of floors – 2. </li></ul><ul><li>No air – conditioner in any of the rooms. </li></ul>
  79. 84. P2 a
  80. 85. Case Study… <ul><li>My Case Study involves a case where a group reservation is followed by another group reservation (GIT). </li></ul><ul><li>This is called a back-to-back reservation process. </li></ul><ul><li>Group reservations like this will really put the property on the map. </li></ul><ul><li>There are different rates offered to large groups of people visiting the hotel for a common reason. </li></ul>
  81. 86. Let us look at the guest cycle in this situation <ul><li>Pre Arrival. </li></ul><ul><li>On Arrival. </li></ul><ul><li>Post Arrival. </li></ul><ul><li>Departure. </li></ul>
  82. 87. Pre Arrival… <ul><li>Take out all the documents pertaining the group. </li></ul><ul><li>Check group room requirement and note any special rooming requirement. </li></ul><ul><li>Block the rooms in the room rack and inform house-keeping to make the rooms ready before the arrival of the group. </li></ul><ul><li>Inform the concerned manager to make arrangements for a traditional welcome. </li></ul><ul><li>Inform the barman to keep the welcome drink ready. </li></ul><ul><li>Prepare welcome cards along with the room keys. </li></ul><ul><li>Check the amenities to be provided in the rooms. </li></ul><ul><li>Inform the bell boy, expected time of arrival. </li></ul><ul><li>Check for any messages for the group. </li></ul><ul><li>Pre-register the group. </li></ul>
  83. 88. On Arrival… <ul><li>Extend the traditional welcome to the group. </li></ul><ul><li>Get the welcome drink served in. </li></ul><ul><li>Hand over the naming and rooming list to the group leader. </li></ul><ul><li>Explain locations of the rooms to the group members. </li></ul><ul><li>Check the baggage count from the bell boy and inform the same to the group leader for cross-check. </li></ul><ul><li>Hand over a copy of the rooming list to the bell boy. </li></ul><ul><li>Present the pre-registered GRC for the group leader’s signature. </li></ul><ul><li>Note down the number of bags on the GRC. </li></ul><ul><li>Have the F & B manager introduced to the group leader. </li></ul><ul><li>Wish a pleasant stay. </li></ul>
  84. 89. Post Arrival… <ul><li>Sign the GRC. </li></ul><ul><li>Ensure that the luggage has been sent to the rooms. </li></ul><ul><li>Prepare group arrival notifications and distribute to the different departments. </li></ul><ul><li>Make entry in the Arrival Register. </li></ul><ul><li>Update Room Rack. </li></ul><ul><li>Note down wake call time in the wake call register. </li></ul><ul><li>Update room position. </li></ul><ul><li>Open 2 bills, one for the bill to be raised as per the TA’s voucher and other for the extra charges to be collected directly. </li></ul><ul><li>Attach the original and duplicate voucher and rooming list along with the bill. </li></ul><ul><li>Make entry by Group name in the alphabetic register. </li></ul>
  85. 90. Departure… <ul><li>At a pre-arranged time, all the group members should deposit their packed luggage outside the rooms and gather in the lobby. </li></ul><ul><li>The bell boy should check out stacks all the luggage trolleys and bring it down. </li></ul><ul><li>He must also check the rooms for any damages or missing property. </li></ul><ul><li>The luggage is stacked behind the bell desk and entries are made in the Errand Card. </li></ul><ul><li>The group leader has to check and sign the Master Folio. </li></ul><ul><li>Make sure that all the keys are with the reception. </li></ul><ul><li>Any incidental expenses of the group members has to be collected. </li></ul><ul><li>The room status has to be updated and all departments must be informed about the check out. </li></ul><ul><li>An entry should be made in A & D register. </li></ul><ul><li>Luggage is loaded onto the group vehicle and the no. is noted on the Departure Errand Card. </li></ul>
  86. 91. <ul><li>As the first group in my case study consists of 230 ballet dancers, I will allot them in 30 rooms, where a room is given to 8 people. </li></ul><ul><li>The time states that it was 11.45 am. </li></ul><ul><li>The group is allowed for a late check out by 1 hour and just then another contingent arrives which was suppose to arrive at 1 pm. </li></ul><ul><li>As the rooms are not vacated, I will request the second group to sit in the lobby for sometime and offer them welcome drinks and starters. </li></ul><ul><li>After an hour when the first group checks out, I will tell the house-keeping department to keep the rooms ready for the second group as soon as possible. </li></ul><ul><li>When I receive a confirmation that the room status is changed, I will check in the second contingent. </li></ul><ul><li>In the second case I will allot the same rooms to the 200 people where a room is shared between 7 people. </li></ul>
  87. 92. P3 a
  88. 93. <ul><li>As the adage says, “the difference is in the details”. </li></ul><ul><li>Those details are the charge of the Housekeeping Department. </li></ul><ul><li>As one of the most integral departments within the hotel, the Housekeeping Department is responsible for the immaculate care and upkeep of all guest rooms and public spaces. </li></ul><ul><li>Individuals who excel in Housekeeping Departments have an eye for detail and a commitment to the training, development and motivation of a diverse group of talented employees. </li></ul><ul><li>A consistent product - both in our public spaces and in our guest rooms - has always played a vital role in the incredible success of the Wyndham Brand. </li></ul><ul><li>The Housekeeping Department has played a major role in ensuring this product quality. </li></ul><ul><li>As one of the largest departments within the Hotel, the Housekeeping Department presents an interesting challenge: how do you motivate, train and develop a diverse group of employees to produce a consistently exceptional product? </li></ul><ul><li>The Housekeeping Manager has the responsibility for all aspects of the Housekeeping Department, from the hiring of employees to the maintenance of operational expenses at or below budget. </li></ul><ul><li>Interviewing, training, motivating, ordering, receiving and monitoring product quality all play a large role in the typical day of a Housekeeping Manager. </li></ul><ul><li>In a competitive hotel market, it is service and cleanliness that really make an impact on our guests and determine whether they will return. </li></ul>
  89. 94. Why is housekeeping department considered to be the backbone of a hotel…? <ul><li>Housekeeping is an important and integral part of the guest experience and satisfaction. </li></ul><ul><li>Other things such as security are important, but what guests really want is to feel at home, to feel comfortable. </li></ul><ul><li>Although the staff providing this service do not necessarily interact directly with the public, the quality of their work is critical in shaping guests’ pleasant memories of their stay. </li></ul><ul><li>The impact of the housekeeping function on the success of a hotel’s operations cannot be underestimated, since large revenue for hotel industry is generated mainly from the sale of rooms. </li></ul><ul><li>Good housekeeping is the foundation of good infection prevention. </li></ul><ul><li>The general cleanliness and hygiene of a facility are vital to the health and safety of guests, staff, and visitors. </li></ul><ul><li>Pleasant work environment contributes to staff members' satisfaction, making them to be more productive. </li></ul><ul><li>A more pleasant environment improves guest satisfaction and can increase guest’s use of services and frequent visits. </li></ul>
  90. 95. <ul><li>People go in the hotel to have a home away from home. </li></ul><ul><li>Its the housekeeping department that transforms a chaotic room into a home that's why they are so important. </li></ul><ul><li>As one of the most integral departments within the hotel, the Housekeeping Department is responsible for the immaculate care and upkeep of all guest rooms and public spaces. </li></ul><ul><li>Housekeeping is the backbone of the Hotel Industry as it is responsible for cleanliness, maintenance and aesthetic appeal of the Industry. </li></ul><ul><li>Housekeeping takes more manpower to accomplish countless functions that it does for the other departments in the lodging industry. </li></ul><ul><li>It is a major department which accounts for the revenue of the Hotel. </li></ul><ul><li>This department makes the guest feel &quot;A home away from home&quot;. </li></ul>
  91. 97. P3 b
  92. 98. Amenities supplied to group bookings Guest house rules Room beverage menu Polish my shoe card Match Box/ Lighter Room service menu Breakfast knob cards Ash tray Bible / Gita Do Not Disturb’ cards Guest stationery Service directory Water tumblers Fruit Sticks Toilet Rolls Tumblers Gargle Umbrellas Sticks Swizzle Hangers Pallets Rattan Baskets Shoe baskets Tissue Boxes Garbage Barrels Racks Shoe Horns Carry Bags Brushes Clothes Nail files Bathrobes Cotton buds Sanitary Bags Cotton Balls Combs Shoe Mitts Shoe Shines Sewing Kits Shaving Kits Dental Kits Shower Caps Bath Lotions Bath Gels Slippers Soaps/ Soap dish Shampoos Hand towel Face towel Bath towel
  93. 99. P4 b
  94. 100. Advantages and Disadvantages of Property Management System… <ul><li>Advantages: </li></ul><ul><li>Reduced staff - our initial estimates included the need for three staff members in our operations support group to maintain local area networks in all of our locations and the company wide area network.  Using the ICA approach, we have one staff member responsible for support.  We may have to add a part-time assignment later this year. </li></ul><ul><li>Simplified support - with ICA, the software installation, upgrade and support effort is confined to the central computer room.  One process impacts every workstation on the network at the same time.  If we have servers in each location, software installation and upgrades can be very complex.  Updating systems would take a long time, since multiple locations have to be managed, either locally or remotely.  </li></ul><ul><li>Reduced cost - in our situation, the necessary upgrade or replacement of hardware and software licenses was a major concern.  We estimated that we would have had to replace approximately _ of our servers, workstations, network software and desktop software if we chose the local area network design.  With the ICA approach, we have eliminated the need for servers at the local level and the need to replace most of our equipment.  The savings exceeded $500,000.  For example, the network computing workstations we are purchasing are less than half the cost of a personal computer.  Yet, on our network, each has all the functionality of a PC. </li></ul><ul><li>Years 2000 compliance - with the central system Year 2000 complaint, most of these issues are addressed at one time.  Our investigation showed we had a very complex problem bringing our disparate systems up to Y2K compliance.  With all software operating centrally, Y2K issues are handled only once. </li></ul><ul><li>Single point of failure - with the ICA approach, a single point of failure is minimized or eliminated.  For example, if any server or several servers in the server farm fails, the rest of the servers will dynamically pickup the load.  If the network fails, the routers have dial backup capability to reestablish a connection to the central system (although this will be at slower speeds that the dedicated network). </li></ul><ul><li>The Internet - network computing can take advantage of the power and availability of the Internet, making the setup of a network much easier and faster than previous networking approaches. </li></ul><ul><li>Central database - while the other advantages deal with technology, this advantage (one of the most important from our point of view) deals with information.  Having a central, integrated database has significant competitive advantages.  A distributed database is much more difficult to administer and consolidate effectively. </li></ul>
  95. 101. <ul><li>Disadvantages: </li></ul><ul><li>Availability of ICA software   - while ICA has been available for several years, not all software developers have provided versions of their products which use this technology.  Many systems can not use ICA effectively without a version specifically written for its capabilities and intricacies. </li></ul><ul><li>Possible network failure - if the network fails, the entire company is impacted.  To minimize this possibility, we took several steps.  First, we use several companies to provide our network services, minimizing our risk if a single network cloud fails.  Second, we have a professional network management company monitoring the system 7 days a week, 24 hours a day.  If any location fails, we are guaranteed 4-hour time to fully restore service.  Third, we equipped each office with dial backup capabilities. </li></ul><ul><li>Learning curve - it will take programmers and network staff some time to understand the capabilities and requirements of ICA.  Technology staff with ICA knowledge may be difficult to find, but as more products are brought to the market, this situation should be resolved. </li></ul>
  96. 102. <ul><li>Conclusion: </li></ul><ul><li>Network computing is in its infancy.  Interesting enough, many years ago network computing was almost a standard.  Mainframe computers were in most major companies and terminals to these computers were standard equipment.  </li></ul><ul><li>A large team of data communications specialists managed vast dedicated and costly networks.  Then came the personal computer and all that changed.  Computing power was moved to the desktop and network architectures were altered.  </li></ul><ul><li>However, by moving the computing power to the desktop, a new set of challenges was created.  Programming and supporting this new distributed approach to computing often replaced one set of problems with another and required significantly more capital than many managers anticipated.  </li></ul><ul><li>This new approach to network computing, combining the best of both worlds, is a viable option for companies looking to improve their information flow and reduce costs at the same time.  Although the design is relatively new, it offers enough advantages that it should be seriously considered as companies reexamine their information requirements for the next millennium. </li></ul>
  97. 103. M
  98. 104. Role Play… <ul><li>My Role Play states that : </li></ul><ul><li>Do a booking for a wedding party who require 50 rooms for 3 nights, what are the finer details I will look into </li></ul><ul><li>Guest is dining at the restaurant and out of no where a rat runs over her feet and she sees it, she gets up from the table and is very annoyed, speaks to the duty manager, the guest is doubting if the hotel is clean as per standard norms. </li></ul>
  99. 105. <ul><li>Answer to a. </li></ul><ul><li>I will first enquire for the type of rooms that the guest wants for the wedding party. </li></ul><ul><li>I will also see if the banquet hall is not occupied on the day of the wedding. </li></ul><ul><li>As it is a big group I will accommodate them in the given rooms. </li></ul><ul><li>If they are not satisfied, then I will provide some discounts to the entire group. </li></ul>
  100. 106. <ul><li>Answer to b . </li></ul><ul><li>First and foremost I will take care that such incidences do not happen in the hotel. </li></ul><ul><li>In case it happens, then I will take care that the hotel’s image is not disrupted. </li></ul><ul><li>Guest: Oh! There are rats in this hotel. </li></ul><ul><li>Me: I am sorry ma’am, but its must have been your imagination. </li></ul><ul><li>Guest: No no I just saw a rat going over my feet. </li></ul><ul><li>Me: The hotel is famous for its cleanliness ma’am. Such incidences rarely happen. </li></ul><ul><li>Guest: I don’t believe you! </li></ul><ul><li>Me: You can take a tour of our hotel ma’am. </li></ul><ul><li>Guest: Yes please. </li></ul><ul><li>Me: Let us start with the kitchen. You see ma’am its quite clean and there are no pests around. </li></ul><ul><li>Guest: Yes I can see that but how did such a thing happen? </li></ul><ul><li>Me: Animals like rats do not have homes. They just wander around in search of food. May be it came from outside as the place surrounding our property may not be clean. </li></ul><ul><li>Guest: How are you sure of that? </li></ul><ul><li>Me: I am working in this hotel for quite a long time ma’am. This is the first incident that has happened. But I assure you that it is the first and the last. </li></ul><ul><li>Guest: Very well then. </li></ul><ul><li>Me: Thank you ma’am and our hotel regrets the trouble caused to you. </li></ul><ul><li>Guest: Its ok. I am convinced now. </li></ul><ul><li>Me: Thank you ma’am. </li></ul>
  101. 107. UNIT 10 P1,P2,P3 & P4
  102. 108. Self Development & Effective Communication <ul><li>In our Personality Development assignment, we had been given a task to visit any community service place. </li></ul><ul><li>On that basis we had organized a small program in a old age home-Krishna Prabhu located in Pune. </li></ul><ul><li>It was a good experience that I have ever had in my life. </li></ul><ul><li>There I saw many types of personalities, some were introvert, some ambivert & some extrovert. </li></ul><ul><li>Looking at these personalities it gave a motivation. </li></ul><ul><li>And from then my life was changed to a certain extent. </li></ul><ul><li>Looking at this scenario, it has taught me whatever happens in life we should not lose hopes & always be a goal getter in life. </li></ul><ul><li>This project has motivated me to associate with people who are great achievers in life. </li></ul><ul><li>I personally feel that this project will definitely relate to my job as I have learnt to work in a team, cooperate with the team members & treat everyone equally. </li></ul>
  103. 109. <ul><li>ADVANTAGES : - </li></ul><ul><li>Hospitality industry comprising of hotel and catering industries is the fastest growing industry in the world. It is a key component of the travel industry and is one of the major employers. </li></ul><ul><li>In the Indian context too the sector has witnessed booming growth in the past decade or two especially after the opening of the economy. </li></ul><ul><li>Increase in foreign tourist arrivals, MNC’s foraying into India, demand - supply mismatch getting closer, rise in Occupancy rates and strong recovery of the Indian economy. </li></ul><ul><li>Employment opportunities - The industry is still evolving in our country and has a huge employment potential. In fact, supply of trained manpower in this sector is far below the demand. </li></ul><ul><li>Paid more for extra work. </li></ul><ul><li>Increase in the market share: India's share in international tourism and hospitality market is expected to increase over the long-term. </li></ul><ul><li>New budget and star hotels are being established. Moreover, foreign hospitality players are heading towards Indian markets </li></ul>ADVANTAGES & DISADVANTAGES OF HOSPITALITY INDUSTRY
  104. 110. <ul><li>With the advantages come the disadvantages too!! </li></ul><ul><li>For Employees - Long and Odd Hours - Many hotels are around-the-clock, 24-hour operations and staffs are required to work varied shifts and extended hours. </li></ul><ul><li>Shortage of skilled employees - The hospitality industry has failed to retain good professionals. Due to competition in hotel employee tends to change their jobs to find superior one. </li></ul><ul><li>Shortage of rooms - The hotel industry is facing heavy shortage of rooms. </li></ul><ul><li>Customer expectations - As India is emerging as a destination on the global travel map, expectations of customers are rising. The companies have to focus on customer loyalty and repeat purchases. Prices of each product will rise. </li></ul>
  105. 111. CAREER IN HOSPITALITY INDUSTRY <ul><li>20 years from now, I see myself very successful in the hospitality industry. </li></ul><ul><li>May be a manager of the most renowned hotel first in India and then worldwide. </li></ul><ul><li>An experience will provide me lavish life ahead. </li></ul><ul><li>For this, I will have to work hard as this career is not so easy. </li></ul><ul><li>Working in a 24/7 situation and also there is assurance of job after a recession in the world market. </li></ul><ul><li>There are also life threatening situations like terror attacks like the recent ones in the Taj and the Oberoi in Mumbai. </li></ul><ul><li>But overcoming this, will be a great helpful asset. </li></ul>
  106. 112. Future of Domestic Hospitality Sector <ul><li>Hotel industry depends largely upon the foreign tourist arrivals further classified into business travelers (around 65% of the total foreign tourists) and leisure travelers. </li></ul><ul><li>The following figures show that business as well as the leisure travelers (both domestic and international) formed major clientele for hotels in 2004. </li></ul><ul><li>Over the last two years, the hotel industry has seen higher growth rates due to greater number of tourist arrivals, higher occupancy rate (being around 75% in FY'06) and significant increase in average room rate (ARR). </li></ul><ul><li>The major factors contributing to this growth include stable economic and political conditions, booming service industry, FDI inflow, infrastructure development, emphasis on tourism by the central as well as state governments and tax rationalization initiatives to bring down the tax rates in line with the international levels. </li></ul><ul><li>There is no disputing that India is one of the most dynamic and diverse tourism and hospitality destinations on the global map. </li></ul><ul><li>Whether it was a sudden surge of domestic and international real estate companies in hotels, international companies riding to town with their bouquet of brands, or Indian hotel majors shocking the global hospitality scene with their mergers and acquisitions, 2006 saw India shift its gear to the turbo mode. </li></ul>
  107. 113. BIBLIOGRAPHY <ul><li>Hotel Visits. </li></ul><ul><li>Hospitality Modules. </li></ul><ul><li>Self General Knowledge. </li></ul><ul><li>http://www.hotel-online.com/News/PressReleases </li></ul><ul><li>http://scholar.google.co.in/ </li></ul><ul><li>http://www.tripadvisor.com/ </li></ul><ul><li>http://www.itopc.org/travel-trade/new-hotels-in-pipeline.html </li></ul><ul><li>http://www.globalhotelalliance.com/HotelSearch.aspx </li></ul><ul><li>http://www.fivestaralliance.com/luxury_hotel/mumbai/the_leela_kempinski/gallery/09707_1 </li></ul><ul><li>http://thecomforts.com/thecomforts_directory.asp?spc=1333 </li></ul><ul><li>www.googleimages.com </li></ul>
  108. 114. <ul><li>I take this humble opportunity to thank the Frankfinn Institute for giving me such a great exposure to the hospitality industry. </li></ul><ul><li>I would also like to thank Mrs.Meenakshi Ahuja for teaching us the highs and lows of the Hospitality Industry and making us tackle any situation in our future life. </li></ul>ACKNOWLEDGEMENT
  109. 115. THANK YOU
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