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This research bears on imprint of many people from the field of academia to industry.
I wish to express my sincere gratitude to Prof. Tridib Sengupta ( HOD Management, St. Xavier’s
College, Autonomous) for providing me an opportunity to do my research on a leading five star
deluxe hotel in the city. It was a grand experience for me to work under his guidance and would
like to extend my appreciation to him for his incessant indorse.
My special thanks to Mr.Shiraj Shikhar (Director of sales, The Oberoi Grand), Mr.Rahul Nair
(Asst. Manager, Sales, The Oberoi Grand) and all other executives of the hotel for their co-
operation and patronage.
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OBJECTIVE OF THE STUDY
The study aims to analyse the performance of the Indian hotel industry with regard to tourism trends,
hotel supply, performances of major cities (metropolitan), major hotel brands in the country- their
contribution to the existing and proposed room supply.
The study also circumspect the future trends in the hotel industry.
Furthermore its objective lies in finding the sales trend, of a leading hotel in the five star deluxe
segment, in the city of Kolkata. It aims to find the variance between the forecasted and actual room
sales of the said hotel.
It seeks to evaluate the performance of the hotel with its competitors based on the parameters of
occupancy, ARR and RevPAR. Taking customer feedbacks and interpreting the same to appraise the
hotel‟s performance is an integral part of the study objective.
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CHAPTER I- THEORETICAL FRAMEWORK
The project report specifically addresses the key areas in the Indian hospitality industry which are as
Tourism trends in India
Industry performance according to star category
Industry performance according to major cities ( Chennai, Delhi-NCR, Kolkata and Mumbai)
Hotel supply in India
Future trends in the Indian hotel industry
CHAPTER II- COMPANY PROFILE
The second half of the report basically aims at finding the course of a pioneer 5 star deluxe hotel in the
city of Kolkata. It gives a detailed insight about the hotel, its founders, property holdings in India and
across the globe, accommodations overview, room descriptions, facilities and guest services, dining
facilities, room pricing- special and rack rates, its competitors and clientele.
CHAPTER III- DATA ANALYSIS AND PRESENTATION
It is the end segment of the report that covers the research work on the hotel specifically outlining its
performance on current and month to date (MTD) sales, based on its occupancy, ARR (Average room
rate) and RevPAR ( Revenue per available room). It also seeks to match its performance with that of
its competitors based on the said parameters, its SWOT, customer experience and feedback.
CHAPTER IV- APPENDIX
It covers the conclusion and the data references of the study ranging from business publicationsto
various web portals.
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DETAILED ANALYSIS OF
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The hotel industry is very sensitive to economic cycles and is therefore intrinsically linked to the state
of the economy. Within the Indian hospitality industry for the last 16 years we have witnessed two
economic downturns and a historic growth period during this time. In 1995/96, we observed a
downturn that lasted until 2002. Beginning 2005, the markets exhibited significant increases in
revenue per available room (RevPAR) year after year until 2008 when a second depression
The data provided below accounts for 120 hotels with a total of 18,160 rooms participated in the
1995/96 survey, unlike in 2011, where a record 462 hotels with a total room count of 58,612 rooms
participated in the survey: an increase of 55 additional hotels and approximately 9,132 rooms since the
last survey. The increase in the number of respondents over the years demonstrates an increase in the
market's bandwidth. Exhibit 1 illustrates survey participation from the years 2001/02 to 2010/11, with
1995/96 being the first year for the survey.
EXHIBIT 1: SAMPLE SIZE FOR THE TRENDS & OPPORTUNITIES SURVEY FOR THE YEARS
256 271 289
199 215 211
235 252 268
No. of rooms (00's) No. of hotels Trendline (rooms) Trendline (hotels)
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In 2010, one saw mixed economic performances across the world. Many countries that expected the
year to mark their period of recovery were met with disappointment. The United States' economy
remained in a somewhat precarious state as unemployment touched 9.6%, the highest it has seen since
1984. In Europe, countries such as Germany with a strong manufacturing base did well, however,
Portugal, Italy, Ireland, Greece and Spain suffered from weak economies. Despite the global turmoil,
India remained resilient and was estimated to grow by 8.6% by the Central Statistical Organisation
(CSO) in 2010/11. For the Indian hospitality industry, 2010/11 was a year of managing revival
alongside the country's growing economy. Having battled the dual problems of cost cutting by global
corporate houses that resulted in a significant drop in corporate travel, and a perception of being an
unsafe destination due to the terror attack in 2008, hotels have moved to improving their performances
and managing growth.
Although hotel room supply grew by nearly 15% in 2010/11, growth in demand outpaced supply, and
nationwide occupancy grew by 1.7% over that of 2009/10. The growth in occupancy, despite a double
digit growth in supply, signals the strength of the hospitality industry in India. However, as hotels
focused on improving occupancies, average rates witnessed a slight drop (1.4%) over that of the
previous year. Overall, nationwide RevPAR improved marginally (0.3%).
In December 2010, the Union Cabinet approved setting up of a 'Hospitality Development and
Promotion Board' (HDPB). Historically, hotel construction in India has been somewhat cumbersome
owing to the multiple clearances/approvals required from central and state government agencies. These
clearances/approvals differ from state to state and in some cases, as many as 110 licenses are required
by hotel projects. To ease the woes of developers and investors, HDPB plans to implement a
transparent system for the effective monitoring of hotel projects, facilitate timely clearances/approvals
by being the single point for receiving applications, and review hotel development policies.
The Indian hospitality industry is now on the path of recovery and the domestic traveller has
spearheaded its growth. In 2010/11, domestic traffic was recorded in excess of 740 million, an 11-
percent rise over that of 2009/10. Segments such as Leisure, Commercial and MICE witnessed a
renewed interest from the domestic traveller with rising disposable incomes and improving air and
road infrastructure. In fact, months such as May-July, which are traditional 'low occupancy' periods for
most hotel markets in India, are gradually transforming into 'medium occupancy' periods. Since most
schools close for holidays during this time, hotels, especially in leisure locations witness heightened
demand from the domestic leisure traveller.
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In 2010, travel and tourism has been estimated to contribute 8.6% towards India's GDP. Growth in the
tourism sector, which had shown a moderate recovery in 2009, has increased its pace in 2010.
According to estimates of the World Travel and Tourism Council (WTTC), direct and indirect
contribution of travel and tourism to the GDP are expected to grow by 8.1% and 8.8%, respectively, in
the next ten years.
Under the Incredible India campaign, the government had introduced the Tourist Visa on Arrival
Scheme to establish the country's image as a tourist-friendly nation. Initially extended to five countries
namely Finland, Japan, New Zealand, Singapore and Luxembourg, the scheme was extended to an
additional six countries in January 2011.
These initiatives have helped garner interest for India as a tourist destination, a case in point being a
growth of 8.1% seen in 2010/11 over that of 2009/10 in foreign tourist arrivals (FTA). The positive
trend has continued into 2011 and the January -August FTA numbers depict a 10.2% growth over the
same period in 2010. Over the past six years, FTA into India has shown growth of 42.5% from 3.91
million in 2005 to 5.58 million in 2010. However, even at this visitation level, India accounted for only
0.59% of the global tourist arrivals.
EXHIBIT 2: FOREIGN TOURIST ARRIVALS AND DOMESTIC VISITATION TRENDS – INDIA (2005-10)
2005 2006 2007 2008 2009 2010
Foreign tourist arrival Trendline
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2005 2006 2007 2008 2009 2010
Domestic tourist visits Trendline
Exhibit 2 illustrates the Foreign tourist arrivals and the domestic visitation trends over a period of 5
years ( 2005-10). The demand from the domestic visitors has historically been much higher than that
from foreigners. Most of the domestic demand is centred around Commercial and MICE segments. In
the recent past, there has been an upsurge of domestic leisure travellers owing to their rising spending
power coupled with the proliferation of low-cost carriers. Since 2005, domestic visitation has
demonstrated a growth of over 89% from approximately 392 million travellers to 740 million
travellers. This highlights the dominance of domestic travel in the country.
Many leisure and city locations in the country have begun to tap into the potential of the domestic
market. In addition, hotels have realized that the domestic market can help bridge the gap between low
and high occupancy periods to attain higher year-round occupancies. This is evident from the
increasing number of leisure packages and offers marketed by hotel brands during the summer months
when domestic travel is at its peak.
Going forward, domestic tourism will witness strong growth and will be the real driving force for this
industry. This segment will be helped by the growing wealth base of India's population and increase in
hotel room capacity in the long term.
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INDUSTRY PERFORMANCE ACCORDING TO STAR
The industry is clearly on its path of recovery. The revival in demand, which started in the second half
of 2009/10, continued through 2010/11; as a result, the occupancy levels of the overall industry in
2010/11 grew by 1.7%, despite an increase of nearly 15% in supply during this period. Historically,
average rates in India tend to lag occupancy performance by a year. True to this trend, average rates
recorded a slight drop of 1.4% in 2010/11. However, nationwide RevPAR grew by a marginal 0.3%
confirming the road to recovery of the hotel industry. Going forward, the RevPAR growth is likely to
continue through 2011/12, predominantly driven through occupancy gains. As occupancy levels
improve, average rates are also expected to improve.
TABLE 1: KEY OPERATING CHARACTERISTICS BY HOTEL CLASSIFICATION- OCCUPANCY (2004-’11)
Five star 71.1
Four star 71.8
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TABLE 2: KEY OPERATING CHARACTERISTICS BY HOTEL CLASSIFICATION- AVERAGE ROOM RATE
(ARR) IN INR (2004-’11)
TABLE 3: KEY OPERATING CHARACTERISTICS BY HOTEL CLASSIFICATION- REVPAR (REVENUE PER
AVAILABLE ROOM) IN INR
4,299 5,444 7071 7,989 7,722 6,489 6,400 -1.4% 5.1%
5,606 7,168 9,778 11,200 11,096 9,277 9,298 0.2% 5.8%
3,897 4,985 6,506 7,652 7,268 6,410 6,270 -2.2% 6.3%
3,088 3,847 5111 5,722 5,745 4,638 4,904 5.7% 8.6%
star 1,830 2,212 3,012 3,488 3,530 3,255 3,342 2.7% 7.0%
2966 3892 5049 5496 4598 3861 3872 0.3% 4.5%
4003 5290 7120 8030 6933 5715 5634 -1.4% 4.4%
Five star 2771 3509 4567 5142 4250 3756 3925 4.5% 5.7%
Four star 2717 2297 3665 3942 3362 2797 2986 6.8% 9%
1038 1458 2075 2257 1985 1806 1921 6.4% 7.8%
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In 2009/10 report, all hotel categories sustained or marginally increased their occupancies from
2008/09 levels. In the current survey (2010/11), all hotel categories witnessed an improvement in their
occupancy levels with the exception of the five-star deluxe category, which dropped 1.6%. Barring the
five-star category, all categories saw an increase in their average rates. It is interesting to note that the
highest occupancy growth was shown by the hotels in the five-star category (6.8%); however, this
growth was achieved at the cost of average rates, which dropped 2.2%. The opposite also held true. In
2010/11, the highest growth in average rate was seen by the four-star category (5.7%), but it was this
segment that witnessed the smallest growth in occupancy (1.0%). Table 1 reflects room
occupancy by hotel classification for the period 2004/05 to 2010/11. Table 2 presents average rate
performance in Indian rupees for the same period.
In terms of RevPAR, for the first time since 2008/09, hotel categories did not witness substantial
declines. All categories witnessed healthy increases in RevPAR barring the five-star deluxe category,
which declined by 1.4%. The drop in RevPAR was again occupancy-led although average rates
increased marginally in this segment. Table 3 presents RevPAR performance in Indian rupees for the
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INDUSTRY PERFORMANCE ACCORDING TO
In 2010/11, most hotel markets witnessed a recovery, though markets such as Pune (11 . 4%), Delhi –
NCR (1 . 9%) and Ahmedabad (0.9%) observed a decline in occupancies, and Mumbai's occupancy
remained stable in 2010/11. It is vital to note at this point that these four markets were also the ones
that saw double-digit growth in their new hotel supply in 2010/11, with Pune seeing a 76% increase in
supply in 2010/11. The fact that occupancy levels exhibited only modest declines when compared to
the significant supply increases highlights the high levels of unaccommodated demand in these
markets and the potential of these markets to successfully absorb their growing supply and sustain
their performances. Cities such as Bengaluru (9.8%), Chennai (9.8%) and Hyderabad (6.4%) saw the
highest increases in occupancy levels. Their growth can be attributed to the revival of the IT/ITeS
sector in 2010/11 and also to the fact that they did not witness significant increases in supply. Agra, the
only market that saw an occupancy increase in 2009/10 continued its positive spree this year and grew
by 7.7%. Other leisure destinations such as Goa and Jaipur also recovered and witnessed small levels
of growth at 2.6% and 2.4%, respectively, mainly due to the domestic traveller.
In terms of average rate (Indian rupee terms), there were mixed performances across different cities.
Pune, Ahmedabad, Delhi- NCR and Mumbai witnessed the largest drops at 16.9%, 6.2%, 4.1% and
2.5%, respectively. The same can be attributed to the sizable quantum of new hotel supply that each of
these markets has witnessed in 2010/11. Jaipur, Agra and Goa saw increases in average rates by 6.8%,
6.6% and 5.4%, respectively indicating their strength as popular leisure markets in the country.
Chennai (0.7%) and Kolkata (3.1%) saw only moderate increases in their average rates.
In terms of RevPAR growth in 2010/11, with the exception of Ahmedabad, Delhi-NCR, Mumbai, and
Pune, all other markets witnessed RevPAR growth. Agra (14.8%), Bengaluru (11.2%), Chennai
(10.6%), Jaipur (9.5%) and Goa (8.1%) saw significant growth in their RevPAR. This may be
attributed to the increase in commercial and leisure travellers in 2010/11 along with the fact that these
cities did not witness considerable new supply. Table 4 illustrates hotel occupancy for key cities
(Metropolitan) in India between 1995/96 and 2010/11. Table 5 shows the average rates for each of
these hotel markets, expressed in Indian rupees and table 6 presents the corresponding RevPAR data
for each city.
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TABLE 6: KEY OPERATING CHARACTERISTICS BY MAJOR CITY- REVENUE PER AVAILABLE ROOM
(REVPAR) IN INR.
2,708 3,407 4,017 4,616 4,210 3,546 3,924 10.6% 3.5%
NCR 4,036 5,582 7,069 7,707 6,600 5,885 5,536 -5.9% 6.4%
2,236 2,970 3,992 4,859 4,648 4,108 4,297 4.6% 5.3%
3,472 4,603 6,807 8,155 6,473 5,268 5,137 -2.5% 1.4%
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The proposed supply of new branded and quality hotels in 2007/08 was 114,466 rooms, which
declined to 94,115 rooms in 2008/09 due to the economic downturn. The decline continued through
2009/10 with the total proposed supply amounting to only 89,499 rooms. With the recovering
economy, the proposed supply figure, which represents new hotels expected to open over the next five
years, has risen to 102,438 rooms in 2010/11.
2010/11 witnessed an addition of 9,127 branded rooms to the existing supply second only to the supply
which was introduced in 2009/10. Table 7 presents the existing and proposed supply entering each of
the four metro markets and other cities. Moreover, the table reflects the anticipated growth over the
next five years and quantifies the number of hotel rooms that are either under construction or are
expected to open before March 2016.In table 8 the new hotel supply has been further classified into its
potential segments of luxury, upscale, mid market, budget and extended stay hotels.
TABLE 7: DISTRIBUTION OF EXISTING AND PROPOSED BRANDED HOTEL ROOMS BY MAJOR CITY-
Cities Existing supply
Proposed supply Increase over 5
Chennai 4,066 7,819 192% 57%
Delhi NCR 12,708 18,608 146% 75%
Kolkata 1,588 3,612 227% 58%
Mumbai 11,303 12,121 107% 35%
Other cities 17,253 24,649 143% 56%
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TABLE 8: DISTRIBUTION OF BRANDED HOTEL ROOMS BY MAJOR CITY-POTENTIAL SEGMENTS
CITIES LUXURY UPSCALE MID-MARKET BUDGET EXTENDED
CHENNAI 18.8% 18.4% 35.5% 19.6% 7.6%
DELHI-NCR 20.0% 36.2% 26.8% 10.6% 6.4%
KOLKATA 23.1% 39.8% 37.1% 0.0% 0.0%
MUMBAI 35.7% 20.4% 33.0% 8.5% 2.3%
OTHER CITIES 1.7% 31.3% 53.8% 12.7% 0.4%
TABLE 9: DISTRIBUTION OF RECENTLY OPENED BRANDED HOTEL ROOMS NOT ACCOUNTED FOR IN
2010/11 EXISTING SUPPLY
CITIES NUMBER OF ROOMS
OTHER CITIES 1390
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In the last survey, Kolkata and Chandigarh reflected the highest growth rates in hotel development
among the cities over a five-year period. In this survey too, Chandigarh (236%) followed closely by
Kolkata (227%) have the highest growth rates in hotel development. However, the actual numbers of
rooms being developed are far fewer in comparison to cities such as Delhi-NCR, Bengaluru or
Mumbai owing to their small existing supply bases. . Delhi- NCR is expected to witness maximum
hotel development in terms of number of hotel rooms among all the cities over the next five years.
Delhi-NCR may reflect that 18,608 rooms are under development, but only 75% of this proposed
supply will actually be successfully developed by March 2016.
9,456 rooms which have opened in the past few months in the existing supply, as outlined in Table 13
have not been included in the existing supply of hotel rooms. Considering that they are at a nascent
stage of their lifecycles, they have been accounted for within the proposed supply.
EXHIBIT 3: GROWTH OF ROOM SUPPLY IN INDIA (2000/01 TO 2015/16)
2000/01 2010/11 2015/16
Growth of Room supply
No.of rooms Trendline
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EXHIBIT 4: DISTRIBUTION OF EXISTING SUPPLY ACROSS MAJOR HOTEL BRANDS- AUGUST 2011
In Exhibit 4, we note that from 2000/01 to 2010/11, in a period of ten years, the supply of rooms
increased by 187.2%. As the government policies become more favourable towards hospitality
development and India continues to attract attention as a promising market, the room supply is
expected to increase by 43.2% in 2015/16 from that in 2010/11. Many international hotel brands have
entered the Indian hospitality market in the past decade and are now aggressively focusing on their
expansion strategies. Exhibit 5, presents the operating hotel supply distribution across various hotel
brands as of August 2011. We note that currently the top five positions are no longer occupied by only
indigenous brands, but by a mix of domestic and international hotel companies.
The domestic market has shown enormous potential in the past and continues to support the growing
tourism sector, shielding India to a significant extent from global economic and tourism downturns,
with an annual travelling domestic population of over 740 million travellers, which is more than
double the entire population of the US. Despite the growth in demand, the considerable quantum of
proposed supply over the next few years will put pressure on hotel occupancies and average rates.
Going forward, supply may outpace demand in the short run, occupancies will gradually improve,
following which average rates should also exhibit increases.
Taj hotels &
ITC hotels Starwood
Mariott Int. Oberoi
No. of rooms
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Chennai has witnessed stable average rates in the range of `5,300 to `6,700 and high occupancies (an
average of 68.2%) in the last five years, primarily due to minimal addition of supply. Chennai
witnessed an addition of only approximately 750 branded hotel rooms across all positionings from
2008/09 to 2010/11. However, going forward, an additional 2,500 rooms are expected in the next three
years in the upscale and luxury segments, adding to an existing base of approximately 2,000 rooms in
the same segments. The year 2011/12 witnessed the opening of the 327-key Hyatt Regency, Mount
Road and the 204-key Hilton, Guindy. The large amount of supply entering the market is bound to put
pressure on occupancy levels in the short to medium term, but the city-wide average rate is expected to
witness growth due to the luxury and upscale products entering the market.
Chennai has witnessed a resurgence of demand from the IT sector in 2010/11, with the automobile
sector being a major contributor to the growth in demand. It may be pertinent to note that 2010/11 was
a record year for the auto industry as a whole, which witnessed a strong year-on-year volume growth
of 26% due to revival in demand and easy availability of financing. The city hotels also continue to
receive demand from the traditional sectors such as banking and finance. In the long term, we expect
the city to segregate into micromarkets, with the regions of Sriperumbudur and OMR attracting
significant investments into hotels, primarily in the budget and mid market segments. OMR is the IT
corridor of the city and Sriperumbudur, along with Oragadam, is fast becoming an industrial hub with
manufacturing and automotive sectors playing a key role.
Given the number of companies setting up their offices in the city and the number of factories being
established in micro-markets such as Sriperumbudur and Oragadam, there is a significant amount of
Extended Stay demand in the market that has until now been accommodated either by the mainstream
hotels or by the unorganized unbranded sector. Going forward, we expect strong growth in the
Commercial and Extended Stay segments, and expect the new hotels with large conferencing facilities
to attract more MICE demand. The outlook for the market therefore remains positive.
Delhi-National Capital Region (NCR) is the largest hotel market in the country both in terms
of active assets under development and potential projects in planning. This continues to receive
considerable media attention with respect to hospitality development and related market impact after
supply doubles in the next four to five years. Land acquisition in some areas of Noida-Greater Noida
have seen a slowdown in many announced projects but other identified growth areas like the DIAL
Aero city (15 hotels under planning and development), Gurgaon, Dwarka, West and East Delhi
continue to see active hospitality focused developments. NCR witnessed a growth of 15% in supply in
2010/11. Going forth, HVS is tracking over 90 hospitality development projects with an estimated
18,608 rooms. However, we expect only 75% (13,906 rooms) of these projects to be built over the next
five years. In the short term, Delhi continues to be a strong market and the phased introduction of the
DIAL hotels from late 2012 will see a growth in accommodated demand.
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With respect to micromarkets, Gurgaon is expected to double its supply in the next five years. With the
rapid commercial growth in the city extending all the way to Manesar, there has been a sharp increase
in the number of hotel projects under development. In the past three years, Gurgaon has had the
highest completion ratio of projects under development in NCR. The pace of execution and project
completion in Noida and Greater Noida, on the other hand, has been slower and is expected to remain
so in the short term. While Greater Noida is expected to host the country's first Formula One event this
October, only four new properties would have opened in the trans Yamuna area in time for the event.
However, in a five to six-year period, the city's base of branded and quality rooms is expected to
expand ten-fold. There is significant over-supply in the five-star deluxe and five-star space in Noida
and have serious concerns about the impact on the market if all the proposed hotels were to open. It is
believed that one needs to be very circumspect about developing more hotels in Noida, especially as
there will be several opportunities to acquire both greenfield and brownfield assets in the next few
Kolkata, a highly rate sensitive market, witnessed a 3.1% increase in average rate with a modest
1.5% increase in occupancy levels as supply grew by 4%. Kolkata's biggest advantage is that it is not
dependant on one source of demand for room nights and caters to the Leisure, Commercial and
Meeting and Conference segments extensively. However, poor civic infrastructure, and a state
administration that is generally viewed as lethargic, has limited the pace of development and growth in
the city. Nevertheless, despite the slow pace of growth, the overall outlook for Kolkata remains
positive owing to an increase in commercial activity in the city and new developing areas such as
Kolkata is currently tracking a 227% (3,612 rooms) growth in new room supply with a probability
factor of 58% development taking place over the next five years. In the current year‟s survey there has
been marginal increase in the proposed supply as compared to 2009/10. Of the developments in the
pipeline, it is believed that currently there is more emphasis on the development of upscale and mid
market hotels. Of the markets being tracked in this survey, Kolkata remains the only other city (besides
Agra) that is yet to witness any development on the budget front. In the short term, the city hotels will
retain their occupancy levels and see marginal improvement in average rates. In the long term, rates
are expected to improve owing to supply pressure.
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Mumbai has maintained its 2009/10 occupancy levels with a slight decline in average rates. The city
saw a growth in supply of 14% in 2010/11. We would like to highlight that despite this growth in
supply, the market maintained its occupancy and average rates witnessed a slight dip owing to most of
the supply being in the mid market segment. It is currently tracking a supply growth pipeline of 107%
(12,121 rooms), which is a substantial increase from the previous year's projected supply of 7,477
rooms. However, most of these projects are presently in their initial stages of planning. Hence, it is
estimated that only 35% of these developments are likely to take shape by 2016. Though the
percentage of active development has almost halved since the previous year, in absolute numbers the
confirmed supply is nearly the same as last year. Going forth, the outlook for the Mumbai market
remains bullish and it is expectd that the city will successfully absorb the incoming supply with its
growing demand. North Mumbai continues to develop into a major commercial hub which is attributed
to lower office rentals combined with the fact that a major portion of the city's working population
resides in the northern areas of the city.
On the infrastructure development front, the Chhatrapati Shivaji Airport is continuing its expansion
and the Mumbai Metro Rail Project is expected to start partial operations of phase I in 2012. However,
the intra-city roads remain a major sore point for commuters in the city. In 2010, the proposed Navi
Mumbai International Airport received environmental clearance and development is expected to start
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The analysis of the various markets across the country leads us to believe that while demand is
expected to increase across these cities in the future, there are markets where anticipated supply
increases will exceed demand growth in the near future and will therefore put pressure on occupancy
and average rate levels in the short term. In the long term, it remains bullish on the hospitality industry
as the fundamentals remain strong and India's GDP is still projected to grow in the 7-8% range.
An analysis of the Indian hospitality industry over the past fifteen years reveals very few transactions
of existing and operating hotels, a result of a limited base of hotels in the various markets and asking
prices by hotel owners that were significantly higher than the replacement cost for similar assets in that
market. It is believed that as the number of hotels in each market increases and as institutional
investors increasingly play a role in this sector, more operating assets will change hands. We are about
to enter the next phase in the lifecycle of the Indian hospitality where prospective investors will be
able to choose between building and buying a hotel in any market and will derive comfort from the
presence of a larger pool of hotel buyers that can serve as an exit option at the end of the holding
We are currently in discussions with several high net -worth individuals and funds, including a few
from China, who are keenly looking at the hospitality space in India with the intention of making
strategic long-term investments. The cost of capital, and subsequently required returns, for such buyers
is quite low as compared to Western funds, which gives them the ability to bid aggressively for assets
that meet their long-term goals. The industry will see a few such deals in the next 12-18 months and
will set the path for future transactions of this nature.
Investment into the hospitality sector has recently come from a new corner, namely that of the hotel
brands. We are now seeing brands that have until now focused on an asset-light strategy, actually
deploy their own capital in strategic deals with development companies to create portfolios of budget
and mid market hotels across the country. The willingness of brands to partner in the development
process and the inherent risk is indicative of their positive opinion of the future of the Indian
hospitality industry. There are currently at least five domestic and international brands in the country
today that are actively investing in hotel developments.
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THE OBEROI GRAND,
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THE OBEROI GROUP- PROFILE
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 the Saudi Arabian city of
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The last decade has witnessed the debut of new luxury Oberoi leisure hotels in India and abroad. In
India, these hotels include The Oberoi Rajvilas, Jaipur; The Oberoi Amarvilas, Agra; Wildflower Hall,
Shimla in the Himalayas; The Oberoi Vanyavilas, Ranthambhore; The Oberoi Cecil, Shimla and The
Oberoi Udaivilas, Udaipur. Overseas, the new hotels include The Oberoi, Lombok in Indonesia, The
Oberoi, Mauritius and The Oberoi, Sahl Hasheesh in Egypt. The Oberoi Zahra, Luxury Nile Cruiser,
Egypt was launched in 2007.
The Group‟s commitment to excellence, attention to detail and personalised service has ensured a loyal
list of guests and accolades in the worldwide hospitality industry.
Recognising the importance of quality training in hospitality management, The Oberoi Group
established The Oberoi Centre of Learning and Development in New Delhi in 1966. Today, this
institution is considered amongst the best in Asia with approximately 100 students graduating each
The Oberoi Group is committed to employing the best environmental and ecological practices in
technology, equipment and operational processes. The Group also supports philanthropic activities that
range from education to assistance for the mentally and physically challenged. The Group is also a
keen contributor to the conservation of nature and of cultural heritage.
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THE OBEROI GROUP- DHARMA
Conduct which is of the highest ethical standards - intellectual, financial and moral and reflects
the highest levels of courtesy and consideration for others.
Conduct which builds and maintains teamwork, with mutual trust as the basis of all working
Conduct which puts the customer first, the Company second and the self last.
Conduct, which exemplifies care for the customer through anticipation of need, attention to
detail, excellence, aesthetics and style and respect for privacy, along with warmth and concern.
Conduct which demonstrates a two-way communication, accepting constructive debate and
dissent whilst acting fearlessly with conviction.
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Conduct which demonstrates that people are our key asset, through respect for every employee,
and leading from the front regarding performance achievements as well as individual
Conduct which at all times safeguards the safety, security, health and environment of our
customers, employees and the assets of the Company.
Conduct which eschews the short-term quick fix for the long-term establishment of a healthy
AWARDS AND ACCOLADES
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OBEROI PROPERTIES IN INDIA AND ACROSS THE
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LIST OF OBEROI PROPERTIES ACCORDING TO
HOTEL TYPE HOTEL, LOCATION
BUSINESS HOTELS THE OBEROI, NEW DELHI
THE OBEROI, MUMBAI
THE OBEROI, BANGALORE
THE OBEROI GRAND, KOLKATA
THE OBEROI, GURGAON
THE OBEROI, DUBAI
LEISURE HOTELS MENA HOUSE OBEROI, CAIRO
THE OBEROI UDAIVILAS, UDAIPUR
THE OBEROI CECIL, SHIMLA
THE OBEROI, LOMBOK
THE OBEROI AMARVILAS, AGRA
THE OBEROI VANYAVILAS,
THE OBEROI, SAHL HASHEESH,
RED SEA, EGYPT
THE OBEROI, MAURITIUS
THE OBEROI RAJVILAS, JAIPUR
WILDFLOWER HALL, SHIMLA IN
THE OBEROI, BALI
THE OBEROI, MADINA
CRUISES THE OBEROI MOTOR VESSEL
THE OBEROI PHILAE, NILE
THE OBEROI ZAHRA, LUXURY NILE
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THE OBEROI GRAND, KOLKATA
The Oberoi Grand, fondly referred as the 'Grande Dame of Chowringhee' offers the ultimate classical
residence in the City of Joy. This heritage hotel‟s neo-classical facade and grand pillared entrance
mark a successful fusion of classical Victorian and traditional Indian style and reflect the city‟s
Standing stately for over 125 years, The Oberoi Grand combines classic architecture and charm with
state of the art amenities and facilities, offering guests an oasis of tranquility amidst the bustling city.
The hotel features elegantly appointed rooms, equipped with all modern facilities blending uniquely
with the colonial architecture.
The hotel is located in the main business and shopping district of Kolkata (Park Street, BBD Bag, and
Chowringhee) and is in walking distance from most corporate and government offices. It is also
conveniently located close to major convention centers, legislative offices, banks, Consulates, Deputy
High Commissions, Chambers of Commerce and clubs. This ideal location makes the hotel a perfect
base for the business and the leisure traveler.
The dining options at the hotel provide a great opportunity to savor cuisines from around the globe.
Recreational facilities include an outdoor swimming pool, a fitness centre and a full service Oberoi
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The city centre location makes the hotel an ideal conference and meetings venue. The options vary
from a spectacular ballroom for large conferences and smaller meeting rooms for business gatherings
and seminars. A 24 hour business centre fully equipped with modern facilities includes a meeting room
along with secretarial services.
LOCATION AND ACCESS
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The Oberoi Grand is the premier business hotel in Kolkata, the capital city of West Bengal,
characterized by its old world charm and gracious hospitality. The hotel is centrally located in the main
business and shopping district of Kolkata (Park Street, BBD Bag, Chowringhee).
It is also conveniently located to all major convention centers, legislative offices, banks, Consulates
and Deputy High Commissions, Chambers of Commerce and clubs.
Kolkata airport is 22 kilometers from the hotel, a 45 minute drive by road. Kolkata International
airport operates direct international flights to and from Singapore, Bangkok, Bahrain, Muscat and
Kolkata is well connected to New Delhi and Mumbai with daily domestic flights operated by Jet
Airways, Indigo, Spice Jet, Kingfisher and Indian Airlines. The flying time from Kolkata to Delhi is 1
hour 50 minutes and from Kolkata to Mumbai is 2 hours 30 minutes. Kolkata is also well connected by
air to Chennai, Bangalore, Hyderabad, and Bhubaneshwar.
Kolkata is connected to all major Indian cities by National Highway routes. Kolkata is also a major
destination enroute to some of Eastern India‟s most popular leisure destinations such as Darjeeling,
Kalimpong and Gangtok.
Kolkata is well connected by rail from all parts of the country. The Oberoi Grand is approximately 6
kilometers from Howrah railway station and 3 kilometers from Sealdah railway station. A super fast
train, Rajdhani Express between New Delhi and Kolkata, completes the journey in 16 hours.
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ACCOMODATIONS- A DETAILED DESCRIPTION
The Oberoi Grand has 200 spacious rooms and 9 luxurious suites, spread over four floors.
The rooms are spacious and elegantly appointed with plush fabrics and finely detailed classical
furniture. Decorated in refined tones, with rich woods and canopied beds, the rooms and suites are
areas of exclusivity.
All rooms are appointed with:
International and domestic direct telephone access with data port.
Tea & coffee maker with complimentary replenishments.
Digital Versatile Disc players with a complimentary in-house selection of DVDs.
A well stocked private mini bar with a choice selection of international premium liquor.
Individual digital thermostat controlled central air-conditioning.
24 hours satellite transmission with news, entertainment and sports channels.
Electronic safe in every room.
Spacious, elegant granite bathroom with premium ayurveda toiletries from KAMA.
Shaving mirror, hair dryer, electronic weighing scale, bathrobes and slippers.
Full length mirror and spacious wardrobe.
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Well appointed work station with a carved writing desk with inlay work.
High speed wireless internet access.
State-of-the-art electronic door locking system with safety latches and deadbolt double locks.
“Intelligent smoke detectors” and sprinkler systems in each room, as well as all areas in the hotel with
an all new centralized intelligent control and detection panel. Fire exit plan/ view ports in all rooms.
Classic rooms are located on the first floor of the hotel and have a view of the city. It has an area of
375 sq ft.
Deluxe rooms are located from the hotel’s second floor upwards and have a fabulous view of the
historic and traditional city. Premium rooms cover an area of 375 sq ft.
Premier rooms spanning an area of 390-405 sq ft, have a stunning view of the central palm- fringed
courtyard and pool.
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All the suites are elegantly furnished and have luxurious bathrooms with separate shower stalls.
They range from 765 sq ft to the expansive Presidential suite spanning 984 sq ft of area.
Classic suites span an area of 765 sq ft and have a fabulous view of the hotel’s courtyard garden, as
well as the pool. The classic suite has an expansive walk-in wardrobe as one of it’s key features, thus
lending a feeling of space and luxury. The four-poster bed is reminiscent of the unparalleled elegance
and class of the Raj era.
Deluxe suite at THE OBEROI GRAND covers an area of 874 sq ft. They have a separate seating area
and bedroom, leading to increased privacy and homely feel to the suite. Both rooms have an
interactive television and a mini bar. The suite has a washroom, besides its large and well appointed
bathroom. The elegant four-poster bed in the bedroom adds the luxurious and elegant Victorian feel
to the suite.
The expansive and plush deluxe suites are spread over 984 sq ft. All luxury suites have four balconies
which overlook the stunning landscape and vistas of the central palm-fringed courtyard. The luxury
suites are spacious and elegantly appointed with plush fabrics and finely detailed classical furniture.
Decorated in refined tones, with rich woods and canopied beds, the luxury suites are an epitome of
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FACILITIES AND GUEST SERVICES
Property facilities- Fitness centre, spa, heated pool, regular pool, internet access (high speed),
business centre, meeting and conference facilities, dining and guest services.
THE OBEROI SPA
Oberoi Spas provide a serene and truly unforgettable experience of pure pampering and relaxation in
exquisitely beautiful surroundings, using holistic therapies and massages which combine the very best
of Eastern and Western practices.
Expert in the use of Western & traditional Eastern techniques, only highly skilled and trained
therapists are handpicked for our hotels and resorts.
Oberoi Spa recipes feature only the finest natural ingredients, often local to the resort and the Oberoi
Group are committed to remaining true to the Asian tradition of respect for the environment.
The extraordinary levels of comfort and service that guests expect from Oberoi reach a peak in the
Oberoi Spas, world-acclaimed pioneers of the tropical spa experience.
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It is a sanctuary of peace in an environment totally conducive to relaxation.
2 therapy suites offer magnificent views of the Chowringhee and poolside. With two massage
beds, stand-alone bath tub and steam & shower areas in each suite, these are ideal for couples
and can be reserved for the longer spa programmes involving various combinations of
cleansing scrubs, body wraps, head and body massages and bath.
The oberoi spa has also introduced ayurvedic treatments. Ayurveda is a holistic treatment using
the finest ayurveda oils and herbs, combined with ancient methods to refresh the mind and
detoxify the body.
Expert therapists provide a variety of professionally administered treatments and programs
ranging from the best in ancient ayurveda to aromatherapy.
Holistic, non-clinical treatments are designed for rejuvenating, relaxing and pampering mind
and body. The spa also contains a fully equipped gymnasium.
OUTDOOR SWIMMING POOL
The swimming pool is located in a palm-fringed courtyard. It is a great place to relax and soak in the
sun and wonderful vistas the breath taking landscape has to offer. The pool at The Oberoi Grand is
indeed an oasis in the midst of a bustling Kolkata city.
The pool is 18m x 10m in dimension, and is 1.75 metres at its deepest end.
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24- HOUR BUSINESS CENTRE
Three conference rooms are available for rental. Rentals are on an hourly or daily basis.
Laptop computer, available on request.
The business centre is equipped with three personal computer stations, all with printers
attached, as well as a colour laser-jet printer.
The business centre offers high speed internet services from all three computer workstations.
The business centre is also equipped with a photocopying machine, binding machine and
A current reference library is maintained in the business centre, including dictionaries,
directories, general reference books and indices for international and domestic use.
Full-time secretarial aid, including shorthand and typing, can be arranged with advance notice.
Apart from internet access through the business centre workstations, all rooms and public areas of the
hotel are connected through wi-fi, high speed, and broadband internet connectivity.
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MEETINGS AND CONFERENCES
The spectacular Ballroom at The Oberoi Grand is ideal for large conferences and receptions and
accommodates up to 800. Three meeting rooms, including a board room, are suitable for smaller
business gatherings and seminars. The hotel offers a satellite teleconferencing facility.
All guest rooms feature dual line direct dialling with dataport and voicemail, and an executive
workdesk. Deluxe rooms have a dedicated fax machine.
AUDIO VISUAL SERVICES AVAILBLE INCLUDE:
Collar Mike (with wire)
Cordless mike (hand held or collar)
Extra Carousel Tray
OHP with Screen (4*4)
OHP with Screen (8*6)
Slide projector with screen
Metallic OHP with screen
LCD projector with screen
Back projection Screen with masking
Desktop Computer with monitor
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Stereo System (Tape Deck-50 watts)
Stereo System (CD & Tape Deck-500 watts)
Audio recording per hour
Video recording per cassette
Spot Light halogen
Videoscope VHS Cassette
Videoscope U-Matic Cassette
Data projector for computer projection
L x B x H
Theatre Classroom U–
Sit Down Board
Ballroom 108 x 60 x
800 250 120 300 - 800
Burdwan Suite 41 x 25 x
75 35 35 50 30 75
Cooch Behar Suite 41 x 25 x
75 35 35 50 30 75
Board Room 16 x 20 x
- - 10 - 10 -
41 x 50 x
150 80 80 80 50 125
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MEETING ROOMS LAYOUT
24-Hour concierge services.
Avis travel desk for car rentals and air/train ticketing arrangements. Open 24 hours
In- house laundry, dry cleaning and pressing services with valet.
2 boutiques on the premises selling local objects d‟art, carpets, silver artefacts, jewellery and
Free valet parking. With a parking space that can accommodate up to 100 vehicles.
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In room dining.
Restaurants on property- Description of Restaurant
NAME FEATURE TIMINGS MENU CAPACITY
La Terasse All day dining Round the clock International
Baan Thai Thai speciality
1230 hrs to 1500
1900 hrs to 2330
Colonial bar 1100 hrs to 0000
Fine selection of
wines, liquors as
well as a choice
Poolside Poolside bar and
0900 hrs to 2100
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The all day dining that serves international cuisine 2 hours in an airy ambience resembling an elegant
The warmth of a traditional Thai home, offset by rich colours and artefacts which offers an authentic
experience of Thai cuisine.
A sophisticated and elegant retreat, serving an impressive selection of fine wines, single malt whiskies
The exclusive business club with a restaurant, bar and two private dining rooms. The ideal location for
business meetings over fine dining and drinks.
Located in the palm-fringed courtyard where one could bask in the sun while being served light meals.
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Single (INR) Double (INR) Single (INR) Double (INR)
DELUXE 375 sq ft; city view 9750 10750
buffet breakfast 19000 20500
LUXURY 375 sq ft; city view 10750 11750
buffet breakfast 22000 23500
390-405 sq ft, garden
or pool view 12750 13750
buffet breakfast &
transfer 24000 25500
390-405 sq ft, garden
or pool view 13750 14500
buffet breakfast &
two way airport
transfer 28000 29500
765 sq ft; King size
poster bed, teak
wood flooring, dining
table, a walk in
overlooking the pool
buffet breakfast &
two way airport
874 sq ft; King size
poster bed, teak
wood flooring, dining
overlooking the pool
and garden and a
walk in wardrobe
buffet breakfast &
two way airport
984 sq ft; Four
poster bed with
separate living room
and bedroom, dining
table, a walk in
wardrobe, large four
courtyard and pool
buffet breakfast &
two way airport
Room Type Specific Features
Special Rate Offered
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AWARD AWARDED BY
Top 10 Luxury Hotels in India
TripAdvisor, Travelers’ Choice Awards 2010
Best Hotels and Resorts in the World Forbes Traveler 400, The World’s Best Hotels and
Top 10 Luxury Hotels in India
TripAdvisor, Travelers’ Choice Awards 2009
Best Hotels and Resorts in the World Forbes Traveler 400, The World’s Best Hotels and
Top 25 Conference Hotels in Asia Smart Travel Asia Poll 2007
Top Hotels in India Zagat Survey, Top International Hotels, Resorts and
Best Business Hotel in Asia: Nominated International Business Asia and CNBC
Best Hotel in the Five Star Deluxe Category in
Ministry of Tourism, Government of West Bengal
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DATA ANALYSIS AND
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Data regarding hotel sales, which are based on MTD (month to date), YTD (year to date), forecasted
sales and variance, occupancy, ARR (average room rate), RevPAR (revenue per available room),
major players and customer experience, has been collected from secondary sources.
INTERNAL DATA SOURCES
Monthly sales reports
EXTERNAL DATA SOURCES
E- Questionnaires forwarded from hotel‟s web portal.
DATA COLLECTION PERIOD
The research data for the aforesaid parameters has been collected over a period of 30 days, ranging
December ’11 to 31st
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MONTH TO DATE
( BROUGHT TO
Total rooms 209 6270
Rooms sold 185 5550 5643 93
Occupancy % 88.50% 90% 1.5
room rate) 5970 7544 -1574
( Revenue per
available room) 5283 6789 -1506
DATA TABULATION AND FINDINGS
The data presented shows the average approximate figures of total rooms, rooms sold, occupancy,
ARR and RevPAR for a period of 30 days.
Total revenue = 1104450
ARR = Total room revenue/ No. of rooms earned revenue (1104450/185 = 5970)
RevPAR = ARR* Occupancy percentage (5970*88.5% = 5283)
The above data indicates the hotel‟s performance, which is brought down to average over a period of
The MTD column exhibits the hotel room sales up to the 30th
The forecast and the variance column try to match the hotel‟s actual and expected sales performance
based on Occupancy, ARR and RevPAR.
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EXHIBIT 1: ACTUAL AND FORECASTED HOTEL SALES BASED ON ARR AND REVPAR.
DEFINING ARR (AVERAGE ROOM RATE) AND REVPAR (REVENUE PER AVAILABLE
ARR (AVERAGE ROOM RATE)
The number represents the average rental income per occupied room in a given time period. ARR
along with the hotel‟s occupancy are the foundations for the hotel‟s financial performance. ARR can
be calculated by dividing the room revenue by the number of rooms sold. ARR is one of the
commonly used financial indicators in hotel industry to measure how well a hotel performs compared
to its competitors and itself on yearly, half-yearly, quarterly, monthly, weekly and daily basis. It is
common in the hotel industry for the ARR to gradually increase year over year bringing in more
revenue. However, ARR itself is not enough to measure the performance of the hotel. One should
combine ARR, occupancy and RevPAR to make a sound judgement on hotel performance.
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REVPAR (REVENUE PER AVAILABLE ROOMS)
RevPAR or revenue per available room, is a performance metric in the hotel industry, which is
calculated by multiplying a hotel‟s ARR by its occupancy rate.
Since it is only a measurement for a point in time ( a day, or month or year) it is most often used in
comparison to competitors within a custom defined market, trading area or a self selected competitive
set as defined by the hotel‟s owner or manager. Also, comparisons are usually best considered between
hotels of the same type, or with target customers ( Full service, luxury, extended stay, economy).
Successful RevPAR numbers differ from market based on demand and other factors.
Best coampared across like time periods.
Best compared across similar seasonal time periods.
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HOTELS TOTAL ROOMS OCCUPANCY ROOMS SOLD ARR (INR)
Grand 209 88.50% 185 5970
Taj Bengal 228 84% 192 7935
ITC Sonar 239 80% 191 7564
The Park 149 90% 135 7100
185 192 191
The oberoi Grand Taj Bengal ITC Sonar The Park
Total rooms Rooms sold
MARKET SHARE ANALYSIS
The data represents the average approximate figures of total rooms, occupancy, rooms sold and ARR
of four hotels in the five star segments in the city of Kolkata for a period of 30 days.
The given data indicates the occupancy and ARR (market share parameters) of the four leading five
star hotels in city.
EXHIBIT 2: TOTAL ROOMS AND ROOMS SOLD FOR THE PERIOD
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The Oberoi Grand
EXHIBIT 3: COMPARISON AMONG FOUR HOTEL BRANDS BASED ON OCCUPANCY.
The above exhibits shows the total rooms, rooms sold and ARR across four major hotel brands in the
city (Kolkata), namely The Oberoi Grand, Taj Bengal, ITC Sonar and The park.
The Park tops the list in terms of occupancy, following The Oberoi Grand, Taj Bengal and ITC Sonar.
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THE OBEROI GRAND –SWOT ANALYSIS
Oberoi brand image-symbol of supreme quality of service.
Centrally located, close to the business hub, Dalhousie
Heritage property attracts foreigners.
Spa and beauty salon.
Speciality restaurant- baan thai.
Backed by very good staffs.
Old world charm that compliments the right amount of serenity.
Bigger media coverage and marketing initiative.
Bigger business centre with state of art technologies.
24 hours coffee shop
Introduction of new concepts in cuisine and revamping of existing outlets.
A more lively bar.
Attractive loyalty programmes.
Need for contemporary banquet facilities
Introduction of an all round pastry house
Introduction of a theme bar(lounge jazz)
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Location frequently affected by traffic congestion and political rallies
Distance from the rapidly growing business area-relocation of government offices and IT set
ups in eastern Kolkata
Product less appealing to young clientele
Structural limitation of banquet areas: common entrance, common pre function areas for
No open banquet areas: main attraction in wedding functions during winter months
Lack of attractive loyalty programmes
Lack of marketing initiatives-low recall value
Restaurants lack distinctive identity
Limited facilities at the business centre
No separate kitchen for the belvedere club
Saturation of market in central and northern Kolkata hindering business growth
Science city and salt lake stadium are the preffered conventions centers
Better brand recognition of competitors threatening business opportunities through global
Exclusive branding of high value rooms at competition hotels
Exclusive facilities for club members-separate guest floor,dining areas and lounge
Membership to the spa and health club for non resident at competition
Heavy discount on slack season by competitors leading to pice wars
Introduction of budget hotels for the price conscious traveler
Lack of regular marketing communication as compared to the other hotels
The hawkers outside the hotels becoming a permanent problem
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PAX (TRAVELLERS) RATING
SAMPLE SIZE = 12
Family with young children
Family with older children
The respondents were asked to rate the hotel on a scale of 10 based on the following arguments- value
for money, location, staff performance, cleanliness, room comfort and food and dining.
Respondent 1- “AMAZING SERVICE”
Details: France, Dec ’11
COMMENT: I stayed one night and it was a real luxurious experience. Service was amazing. I could
check in at 8am (despite official check in at 2pm), breakfast was really good. I tried their spa and this
was a fantastic moment.
Respondent 2-“EXCELLENT HOTEL IN EVERY RESPECT”
Details: United States Of America, Dec ’11
COMMENT: This is an excellent hotel in an excellent location. Staff is friendly and helpful.
Everything is clean and sparkling, rooms are good and beds are comfortable, location in city makes
going places reasonably easy, shopping in front of hotel and nearby. It‟s Like an oasis in the middle of
a very polluted, but friendly city!
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Details: Australia, Dec ’11
COMMENT: Not so big that you get lost in it. Staff soon greets you by name and there is a very
friendly and respectful feel to the place.Rooms are adequate rather than large and well serviced, wi-fi
is a tad expensive, however it is a small oasis in the middle of what is a very busy location in the city.
Respondent 2: “A CLASSIC PIECE OF THE RAJ”
Details: United Kingdom, Dec ’11
COMMENT: An oasis of tranquility in the heart of kolkata. top service from the moment the footman
opens the door, quite, cool rooms, excellent breakfast buffet and poolside service. probably not great
as a business hotel - there's only so much you can do to modernise a grand old building, some corners
look old and shabby despite the attention to upkeep, but lots of character and history to compensate.
the staff are clearly very well trained and attentive.
Respondent 1-“Lovely , beautiful and very friendly hotel”
Details: Switzerland, Dec ’11
COMMENT: If price doesn't matter, then stay here. We enjoyed 2 full days of luxury - before
travelling to the desert... A "Grand-Hotel”. Thank you for the A class treatment.
Respondent 2- “Nice classic hotel and friendly service”
Details: Malaysia, Dec ’11
COMMENT: The hotel had put in place importance in security, service and cleanliness.
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Respondent 3- “Excellent Service with total care”
Details: Singapore, Dec ’11
COMMENT: The stay was great as the hotel staff were always accommodating every request and
assisting any every way possible. I really enjoyed the last 3 stays at this hotel and will always look at
staying at this hotel whenever I am in Kolkata.
Respondent 4- “The room was Classic and very nice”
Details: Japan. Dec ’11
COMMENT: The hotel is as a whole very nice and I'm satisfied. The room is wide and high wall. Bath
room is also clean. Amenity is well prepared. In addition, breakfast is tasty. The hotel is located in the
shopping area so convenient for shopping.
FAMILY WITH YOUNG CHILDREN
Respondent 1- “ONE of the best, Great and attentive staff”
Details: Bangladesh, Dec ’11
COMMENT: Great location, staff is extremely polite and attentive. Over the years that I have stayed at
the hotel, it has only become better and maintained a very high standard.
Respondent 2- “Fantastic hotel”
Details: Singapore, Dec’11
COMMENT: Great stay, service was very good, staff were responsive and warm, rooms were great.
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FAMILY WITH OLDER CHILDREN
Respondent 1- “Very nice”
Details : Australia, Dec’11
COMMENT: The suites give a feel of grandeur. The breakfast buffet was great. The prices on the
room service menu were a bit high, but still worth the dime. If you want to be down town it is still the
Respondent 2- “Staff were very polite and helpful”
Details: United Kingdom, Dec ’11
COMMENT: Airport pickup was excellent, rooms and decor have that grandeur and ambience of a
different era, good and clean, good range of toiletries, service was excellent, makes you feel like a
maharaja; sad though about the poverty outside it‟s like 2 very contrasting worlds, but the Oberoi is an
excellent 5 star hotel.
OVERALL RATING = 8.8/10 is indicative of a highly biased sample. The overall rating shows how
the behaviour and attitude of the respondents are skewed towards the hotel and its auxiliary services.
The travellers staying at the property have highly regarded The Oberoi Grand, Kolkata on the
criterions stated below,
Value for money
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Cleanliness Room comfort Food/dining
EXHIBIT 4: THE OVERALL RATING, OF THE OBEROI GRAND, KOLKATA, BASED ON THE MENTIONED
PARAMETERS, ON A SCALE OF 10
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LIMITATIONS OF THE STUDY
Owing to the absence of primary data, the research was restricted to and highly dependent on
secondary data source. The secondary data collection method has its own set of impediments relating
Limited sampling and respondent availability. Certain populations are less likely to have
internet access and to respond to online questionnaires. It is also harder to draw probability
samples based on e-mail addresses or website visitations.
Possible cooperation problems. Although online surveys in many fields can attain response
rates equal to or slightly higher than that of traditional modes, internet users today are
constantly bombarded by messages and are thus reluctant to take such surveys.
No interviewer. A lack of a trained interviewer to clarify and probe can possibly lead to less
May result in biased sample. E-questionnaires are forwarded to selected people and the
resultant sample is drawn from such population.
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CONCLUSION AND DATA
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My experience at the Oberoi Grand, Kolkata has been invaluable. I have exceedingly enjoyed my
position and learnt a great deal about all the various panoramas of a leading five star hotel in the city.
It was a splendid opportunity for me to gain some hands on experience in the field of marketing as
applied in the hotel industry. Working in a team based environment, dealing with customers helped me
develop new skills concerning communication, responsiveness, managing time, follow-ups, etc.
The research study on ANALYSING TRENDS IN THE INDIAN HOTEL INDUSTRY WITH
REGARD TO EXISTING AND PROPOSED HOTEL SALES was highly enriching. It helped me
to comprehend the various aspects in the hospitality industry. Moreover the study outlined the
customer responses based on certain consumer demographics which helped me to draw some
conclusive references that are significant to the report itself.
Furthermore such analysis and interpretation of data drew a transformational change in my perception
about hotels and the industry at large.
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REFRENCE AND BIBLIOGRAPHY
2011 TRENDS AND OPPORTUNITIES IN INDIAN HOSPITALITY INDUSTRY-
BUSINESS PUBLICATIONS- CAMPAIGN ( ASIA-PACIFIC) AND HOTELIER INDIA