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Customer Relationship Management


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Customer Relationship Management

  1. 1. Welcome to the world of 3 April 2009 Nayan Gaurav
  2. 2. 3 April 2009 Nayan Gaurav
  3. 3. FREDRIK KORALLUS Executive Vice President and Chief Operating Officer Radisson Hotels & Resorts . 3 April 2009 Nayan Gaurav
  4. 4. About Radisson • Radisson Hotels & Resorts, one of the world's leading, full-service global hotel companies, operates, manages and franchises more than 400 hotels and resorts in 66 countries. • Radisson is focused on being the hotel of choice for today's independent-minded frequent business and leisure travelers who want more control over their hotel experience. 3 April 2009 Nayan Gaurav
  5. 5. Expanding global presence • Radisson continues to expand its presence in key markets in the Americas, Asia Pacific and Europe, the Middle East and Africa, reaching new markets and customers. The foundation for expansion; focusing on total guest satisfaction, industry-leading loyalty programs and extensive customer relationship programs. 3 April 2009 Nayan Gaurav
  6. 6. Places of Interest within Walking Distance NEAR MAHIPALPUR EXTENSION Place Distance Walking Time NH 8 NEW DELHI, India 110037 Nearest Station: New Delhi 12 Km. _ Min. Phone: 91-11-26779191 FAX: 91-11-6784433 Places of Interest within Driving Distance Place Distance Driving Time International airport 2 Km. 10 Min. Domestic airprot 4 Km. _ Min. Down town 25 Km. _ Min. 3 April 2009 Nayan Gaurav
  7. 7. About Radission-delhi • One of the best hotel that is located close to the airport, Hotel Radisson offers the guests with all the ammenities and luxuries. The red brick building spreads over five acres of land and overlooks beautifully landscaped surroundings. • The Radisson Hotel Delhi has been awarded the Best Business Hotel Award for the last three years. • Managing Director- R. KAPOOR 3 April 2009 Nayan Gaurav
  8. 8. Hotel Services • International newspapers and news channels for tracking stock and business news are available at our Delhi hotel. • Our entire hotel in New Delhi is Wi-Fi Internet enabled, and our Cyber Cafe is a 24-hour Internet cafe created with the global traveler in mind. Our New Delhi hotel amenities include: • Airport transfer services • Baby sitting available • Doctor on call • Foreign currency exchange • Indoor and outdoor parking - complimentary • Laundry and valet service • Outdoor pool with pool bar and children's pool • Private Collection Shopping Centre (our shop for gifts, handicrafts and carpets) • RADIANCE Beauty Parlour • 3Bugya Flower Shop (bouquets and Nayan Gaurav crafted arrangements) intricately April 2009
  9. 9. Hotel room amenities include • 39 channel cable TV including American, English, French, German, Italian, Japanese and Spanish • 110 V adaptor in all rooms • Buffet breakfast - complimentary • Complimentary bottle of mineral water • Electronic smoke detector • Fruit platter replenished daily • Hair dryer • Imported king size or twin beds orthopedically certified for complete lumbar (back) support, with choice of pillows • In-room tea and coffee maker • Iron/ironing board • Mini bar • Non-smoking rooms available on request • Room service 24-hour • Two way hotel airport transfer by luxury sedan • VCR on request • Wi-Fi Internet access 24 hours - complimentary 3 April 2009 Nayan Gaurav • White marble bathroom with imported linens and fine amenities
  10. 10. Accommodation at Radisson, New Delhi: • Hotel offer a total of 256 rooms that also include 27 suites and 1 presidential suite. All the rooms are exceptioanly spacious and are aesthetically designed with rich silk upholstery and linen, in tastefully matched colour combinations Radisson club room 3 April 2009 Nayan Gaurav
  11. 11. Continued.. • Business class suit • President suit 3 April 2009 Nayan Gaurav
  12. 12. Spa and Sauna • Various types of treatments are available, including stress management, jet lag therapy, aromatherapy and a variety of massages including traditional Indian Ayurvedic, Thai and Indonesian. Facials, pedicures, foot massages, manicures, body wraps and scrubs are also available. 3 April 2009 Nayan Gaurav
  13. 13. Health Club • The Health Club has the latest cardiovascular, body sculpting and weight training equipment and certified trainers for assistance. Our hotel in New Delhi also has personalized sessions for aerobics and yoga. Our well defined wet area in the Health Club offers a steam room, sauna and Jacuzzi with separate facilities for ladies and gentlemen. • Sports facilities for golf, tennis, squash, equestrian sports and amateur flying are available close to the Radisson Hotel Delhi. Our concierge can make all arrangements, including transportation 3 April 2009 Nayan Gaurav
  14. 14. Groups & Meetings • The Radisson Hotel Delhi offers a wide variety of banquet and meeting facilities. Our New Delhi hotel offers multiple meeting rooms that can accommodate meetings and events from 20 to 400 people. 3 April 2009 Nayan Gaurav
  15. 15. • Jaisalmer Jaisalmer is an ideal venue for small conferences and meetings and is designed to accommodate up to 24 guests. • Gajner Gajner hall can accommodate up to 24 guests seated or up to 35 for cocktail receptions. - Business Center available with secretarial, documentation and interpretation services - High-speed, wireless and broadband Internet access available in all meeting rooms - Live music, entertainment and themes available on request - Poolside venues available October through March - State-of-the-art audio/visual equipment available 3 April 2009 Nayan Gaurav
  16. 16. • Surya Mahal The Surya Mahal is an elegant and flexible meeting space which accommodates business groups and social gatherings of up to 400 people and can be divided into three separate rooms. • Sanganer Sanganer is an exquisite convention hall and seminar/conference room that can comfortably accommodate 80 people for events and meetings. 3 April 2009 Nayan Gaurav
  17. 17. Dining • The Radisson Hotel Delhi offers six delicious choices to satiate your hunger and thirst plus 24-hour room service and an exclusive lounge for our guests. Our on-site New Delhi restaurants include three specialty restaurants, a distinctive tea lounge, the Plaza Club Lounge for Plaza Club room guests and a well stocked theme bar. 3 April 2009 Nayan Gaurav
  18. 18. • R-Lounge - offers excellent varieties of coffee and tea from various parts of the world, as well as some of the best patisserie. • I-Ching • Italia • The Great Kebab Factory • Club lounge • The NYC- 24 Hour cafe is a classy, up market and chic restaurant 3 April 2009 Nayan Gaurav
  19. 19. • Savannah Bar - Elegant lobby bar and features a Colonial feel where you will enjoy the best collection of single malt and cigars along with a wide variety of cocktails and wines. 3 April 2009 Nayan Gaurav
  20. 20. Concierge • The concierge, located in the lobby, will coordinate your business service needs or assist you with your transportation requirements. Also, the 24- hour travel desk can assist you in making any travel arrangements during your stay. Guests can also avail of our limousine service with a selection of Indian and imported cars from our car rentals. 3 April 2009 Nayan Gaurav
  21. 21. Radisson’s Customer Relationship Management policies 3 April 2009 Nayan Gaurav
  22. 22. • Radisson Hotels & Resorts is committed to change and innovation in all key areas including its growth strategy, operations, franchising, sales and marketing, and technology, to operate with maximum effectiveness in a highly competitive business environment and provide maximum satisfaction to the clients. They used the following tools for managing Customer Relationship. 3 April 2009 Nayan Gaurav
  23. 23. 1. Expanding global presence • America • Asia Pacific • Europe • the Middle East • Africa The foundation for expansion; focusing on total guest satisfaction, industry-leading loyalty programs and extensive customer relationship programs. 3 April 2009 Nayan Gaurav
  24. 24. 2. Reservation technology • The quot;Curtis-C“ • The Company’s business delivery technology reaches 125 countries: providing instantaneous, convenient service for customers, travel consultants and hotel staff. The quot;Curtis-Cquot; reservation system is also accessible through airline reservations systems worldwide, toll-free numbers (in the U.S. and Canada 800-333-3333) and the brand's award- winning Web site, 3 April 2009 Nayan Gaurav
  25. 25. 3. Employees training program • quot;Yes I Can !“ • This program translates the core of the company's service philosophy for hospitality excellence to the front-line service employees in Radisson operations worldwide. • Its focus on total guest satisfaction. 3 April 2009 Nayan Gaurav
  26. 26. 4. Advertising Campaign • quot;Stay Your Own WaySM“ • Stay Fit • Stay Focused • Stay Full  Shows on a personal level how each traveler has his/her own idea of what they want to do during their stay.  Enable guests to have more control during their stay. 3 April 2009 Nayan Gaurav
  27. 27. 5. Check-in online • “Express YourselfSM” • Guests book their reservation and can check- in online at up to seven days in advance of arrival. 3 April 2009 Nayan Gaurav
  28. 28. 6. What's your Sleep Number ? • “ComfortTM” • The Sleep Number bed uses air chamber technology which enables the firmness of a queen or king-size bed to be adjusted to each guest's precise comfort level, their Sleep Number. 3 April 2009 Nayan Gaurav
  29. 29. 7. Rewarding guests with gold points plusSM • “Gold point’s plussm” • Members of gold points plus earn 10 Gold Points per U.S. dollar spent on the room rate. • Offers guests the freedom and flexibility to earn rewards more quickly than any other hotel program. 3 April 2009 Nayan Gaurav
  30. 30. 8. Rewarding travel agents • “Look To Book” • Travel agents automatically earn points toward valuable merchandise and incentive awards in return for booking Radisson hotels. • This exclusive highly successful program, that has just reached its 15th anniversary milestone, includes travel agents in 106 countries worldwide. 3 April 2009 Nayan Gaurav
  31. 31. How can I help you sir ! Prepared by:- Roll nos.- 08052,08053,08054,08055,08056. PGDM, Sec- A 3 April 2009 Nayan Gaurav