GROUP ASSIGNMENT REPORT ON

Comparative analysis of Hotel Industry in India

For

Service marketing

Between TAJ Hotels, Hyatt Hotel and Hilton Hotel

Presented by: Submitted to:

Jeso P James (28) Mr.Vijay Nagrani

Tushar Kathuria (54)

Aditya Verma (65)

Sagar Sharma (95)

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TABLE OF CONTENTS

PARTICULARS PAGE NO

EXECUTIVE SUMMARY

INDUSTRY PROFILE

TAJ GROUP OF HOTELS

INTRODUCTION

7 P’S

SWOT ANALYSIS

HYATT GROUP OF HOTELS

INTRODUCTION

7 P’S

SWOT ANALYSIS

HILTON GROUP OF HOTELS

INTRODUCTION

7 P’S

SWOT ANALYSIS

CONCLUSION

BIBLIOGRAPHY

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EXECUTIVE SUMMARY

EXECUTIVE SUMMARY

Hotel industry is an essential part of tourism. The expansion of tourism is well inevitable bringing out development of the hotel industry. Hotel industry is so closely linked with the tourism industry that it is responsible for about 50% of the foreign exchange earning from tourism trade and enterprises.

The hotel industry in recent years government has taken several steps to boost travel & tourism which have benefited hotel industry in India.

Taj Hotels, Hyatt Hotels and Hilton Hotels covers a wider market in the hotel industry than the other luxury hotels in the race. They have a better product profile than the rest: i.e. they have great management, hospitality and facilities provided by them to their customers. . This project is based on secondary data. I have collected the all information from secondary data like internet, journals, book etc.

At the backdrop of such a conducive business atmosphere 'Pre-feasibility Report on Five-star Hotel Industry' attempts to examine such critical factors which will provide vital inputs in general to the potential investors and estimation of commercial viability of such an investment. It presents the market analysis of Indian hotel industry in terms of structure& segmentation, market size, major hotels etc.

It analyses the steps involved in setting up a hotel describing the technical aspects in terms of locational details and land requirement.

It also includes the profile of Taj hotel along with the features of hotel industry and classification of hotels, structure of the hotel industry, Finally it includes the basic objectives of the study, the research methodology, the analysis and interpretation and the findings and suggestion of hotel industry.

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INDUSTRY PROFILE

The Indian Hospitality industry contributes around 2.2 per cent of India’s GDP. The industry is expected to reach INR 230 billion (US$ 5.2 billion*) by 2015, growing at a robust CAGR of 12.2 per cent. India will be investing around INR 448 billion (US$ 10.1 billion*) in the hospitality industry in the next five years, according to a report ‘The Indian Hotel Industry Report - 2011 Edition’ by CYGNUS Business Consulting & Research Firm. In the next two years, a total investment of US$ 12.2 billion (INR 545.2 billion*) is expected that will add over 20 new international brands in the hospitality sector.

India's hospitality sector is expected to see an estimated investment of US$11.41 billion in the next two years, and around 40 international hotel brands making their presence in the country by 2011, according to a report by Ma Foi Management Consultants. Moreover, the sector is expected to provide over 400,000 jobs.

India currently has over 200,000 hotel rooms spread across hotel categories and guest-houses and is still facing a shortfall of over 100,000 rooms (source: FHRAI).

The country is witnessing an unprecedented growth in hotel constructions and will be adding almost 114,000 hotel guest rooms to its inventory over the next five years.

Major attractions in India are the world's highest mountains, miles of coastline with excellent beaches, tropical forests and wildlife, desert safari, lagoon backwaters, ancient monuments, forts and palaces, adventure tourism and, of course, the Taj Mahal.

The earlier setbacks in global tourism have strengthened the Department of Tourism's resolve to promote India's tourism through aggressive marketing strategies through its campaign 'Incredible India'.

The 'marketing mantra' for the Department of Tourism is to position India as a global brand to take advantage of the burgeoning global travel and trade and the vast untapped potential of India as a destination.

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The Indian Hospitality Industry – An OverviewThe current scenario•    Existing hotel rooms in India: 202,963, source FHRAI•    Revenue of the Indian hotel industry FY 2009-10: US$ 137.36 (INR 47,889.03 crore)•    30% of this revenue i.e. US$ 41.2 million (INR 14,366.7 crore) went back into the market in FY 2008-09 as operating expenses Number of hotels and restaurants in India:

Hotel category No. of Hotels  No. of Rooms5 star deluxe/5 star 165 43, 965

4 Star 134 20, 7703 Star 505 30,1002 Star 495 22,9501 Star 260 10,900

Heritage 70 4,200Uncategorised 7,078 -

Total 8,707 1,32,885Restaurants 12,750  

What the future holds:

Despite the global recession, inflation, terrorism and other factors, the overall outlook for the Indian hospitality market is optimistic and will remain so says HVS India remains the second fastest growing economy in the world and the economic growth of the country is at 7.1% of the GDP as declared by Mr. Pranab Mukherjee, Finance Minister, and India.The Tourism Ministry, Government of India, has set a target of 10 million tourists to India by 2010The WTO (World Travel Organization) predicts that India will receive 25 million tourists by year 2015Projected investments years 2009-015

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Rooms being built across hotel categories: 114,000, source HVSInvestment in rupees: INR 40,463.10

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COMPANY INTRODUCTION

The Indian Hotels Company Limited (IHCL) and its subsidiaries are collectively known as Taj Hotels Resorts and Palaces and is recognised as one of Asia's largest and finest hotel company. Incorporated by the founder of the Tata Group, Mr. Jamsetji N. Tata, the company opened its first property, The Taj Mahal Palace Hotel, Bombay in 1903. The Taj, a symbol of Indian hospitality, completed its centenary year in 2003. Taj Hotels Resorts and Palaces comprises 93 hotels in 55 locations across India with an additional 16 international hotels in the Maldives, Malaysia, Australia, UK, USA, Bhutan, Sri Lanka, Africa and the Middle East.Spanning the length and breadth of the country, gracing important industrial towns and cities, beaches, hill stations, historical and pilgrim centres and wildlife destinations, each Taj hotel offers the luxury of service, the apogee of Indian hospitality, vantage locations, modern amenities and business facilities. IHCL operate in the luxury, premium, mid-market and value segments of the market through the following: Taj (luxury full-service hotels, resorts and palaces) is our flagship brand for the world's most discerning travelers seeking authentic experiences given that luxury is a way of life to which they are accustomed. Spanning world-renowned landmarks, modern business hotels, idyllic beach resorts, authentic Rajput palaces and rustic safari lodges, each Taj hotel reinterprets the tradition of hospitality in a refreshingly modern way to create unique experiences and lifelong memories. Taj also encompasses a unique set of iconic properties rooted in history and tradition that deliver truly unforgettable experiences. A collection of outstanding properties with strong heritage as hotels or palaces which offer something more than great physical product and exceptional service. This group is defined by the emotional and unique equity of its iconic properties that are authentic, non- replicable with great potential to create memories and stories.

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TAJ HOTELS

Taj Hotels, Resorts and Palaces is an international hospitality group with strong roots in India. For over 100 years, we have built our reputation on legendary properties, unparalleled facilities and impeccable service. We operate in the luxury, premium, mid-market and value segments of the market through our following brands:

Taj (luxury full-service hotels, resorts and palaces) is our flagship brand for the world's most discerning travelers seeking authentic experiences given that luxury is a way of life to which they are accustomed. Spanning world-renowned landmarks, modern business hotels, idyllic beach resorts, authentic Rajput palaces and rustic safari lodges, each Taj hotel reinterprets the tradition of hospitality in a refreshingly modern way to create unique experiences and lifelong memories.

Taj also encompasses a unique set of iconic properties rooted in history and tradition that deliver truly unforgettable experiences. A collection of outstanding properties with strong heritage as hotels or palaces which offer something more than great physical product and exceptional service. This group is defined by the emotional and unique equity of its iconic properties that are authentic, non- replicable with great potential to create memories and stories.

Taj Exotica is our resort and spa brand found in the most exotic and relaxing locales of the world. The properties are defined by the privacy and intimacy they provide. The hotels are clearly differentiated by their product philosophy and service design. They are centered around high end accommodation, intimacy and an environment that allows its guest unrivalled comfort and privacy. They are defined by a a sensibility of intimate design and by their varied and eclectic culinary experiences, impeccable service and authentic Indian Spa sanctuaries.

Taj Safaris are wildlife lodges that allow travelers to experience the unparalleled beauty of the Indian jungle amidst luxurious surroundings. They offer India's first and only wildlife luxury lodge circuit. Taj Safaris provide guests with the ultimate, interpretive, wild life experience based on a proven sustainable ecotourism model.

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TAJ LUXURY RESIDENCES For over a hundred years, Taj Hotels, Resorts and Palaces have played host to discerning travellers from around the world. Renowned for its warm hospitality, the spirit of the Taj is now found embodied in the Taj Luxury Residences.Taj Wellington Mews, Mumbai, offer luxuriously furnished apartments for short visits or extended stays. Equipped with modern household amenities, the spacious apartments offer a personal butler service, round-the-clock concierge service and 24-hour baby-sitting service, taking care of every comfort.

A range of recreation options, including an attached swimming pool, well-equipped fitness centre and a rejuvenating spa, complements state-of-the-art business facilities and conference services, while the comprehensive security measures assure complete privacy and safety. Elegant, comfortable and exquisitely finished, Taj Luxury Residences combine warmth with a flawless service that can only be the Taj.

Taj Wellington Mews Luxury Residences, Mumbai

Situated in South Mumbai - just minutes away from the city's commercial centres - Taj Wellington Mews Luxury Residences offers 80 exquisitely designed and fully furnished residences, and is spread over 2.6 acres of beautifully landscaped garden.

Upper Upscale Hotels (full-service hotels and resorts) provide a new generation of travelers a contemporary and creative hospitality experience that matches their work-hard play-hard lifestyles. Stylish interiors, innovative cuisine, hip bars, and a focus on technology set these properties apart.

The Gateway Hotel (upscale/mid-market full service hotels and resorts) is a pan-India network of hotels and resorts that offers business and leisure travelers a hotel designed, keeping the modern nomad in mind. At the Gateway Hotel, we believe in keeping things simple. This is why, our hotels are divided into 7 simple zones- Stay, Hangout, Meet, Work, Workout, Unwind and Explore. As travel often means more hassle than harmony, more stress than satisfaction, modern travelers are looking for smarter choices. Driven by our passion for perfection, we welcome our customers to a refreshingly enjoyable and hassle-free experience, anytime, everywhere. Offering the highest consistency in quality, service and style we set new standards and take the unwanted surprises out of traveling. Our warm welcomes make our guests feel at home, away from home and our crisp and courteous service empowers them to get more done

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with greater effectiveness and control. And through our unrivalled network we provide service that is effortless, simple, never overwhelming, always warm.

Ginger (economy hotels) is our revolutionary concept in hospitality for the value segment. Intelligently designed facilities, consistency and affordability are hallmarks of this brand targeted at travelers who value simplicity and self-service.

MANAGEMENT

Mr. Raymond Bickson Managing Director & CEO

Mr. Anil P. Goel Executive Director - Finance

Mr. Abhijit Mukerji Executive Director - Hotel Operations

Mr. Mehernosh S. Kapadia Executive Director - Corporate Affairs

Ms. Deepa Misra Harris Sr. Vice President Sales & Marketing

Mr. Prakash V. Shukla Sr. Vice President Technology & Chief Information Officer

Mr. H.N. Shrinivas Sr. Vice President - Human Resources

Mr. Kanak Kothari Vice President Projects

Mr. Veer Vijay Singh Chief Operating Officer - Upper Upscale Hotels

Ms. Jyoti Narang Chief Operating Officer - Luxury Division Taj Hotels Resorts and Palaces

Mr. P. K. Mohankumar Chief Operating Officer - Gateway Brand

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Mr. Prabhat Pani Chief Executive Officer Roots Corporation Limited

Mr. Yannick Poupon Chief Operating Officer Taj Luxury International

Mr. Beejal Desai Vice President - Legal & Company Secretary.

OVERVIEW OF HOTEL TAJ DELHI

• At the heart of New Delhi, lies, arguably, the most distinguished address in India's capital. On Number One Mansingh Road stands a tribute to timeless hospitality and service, complementing the broad boulevards and leafy splendour of Delhi's chief architect, Edwin Lutyens. Its proximity to the seat of government, the city's diplomatic corps and business district has furthered The Taj Mahal Hotel's reputation as the epicenter of Delhi. Indeed, it is the one address, visiting dignitaries and heads of state prefer, given its stateliness and security, its original culinary innovations, and the air of quiet, restrained luxury that permeates every aspect of a visitor's stay.

• Central to The Taj Mahal Hotel's prominence is its old-world grace and charm, blended effortlessly with contemporary comforts and amenities. In its unique blend of warmth and welcome and assiduous attention to service, The Taj Mahal Hotel is a true ambassador of the Taj hospitality experience.

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Rooms & Suites

294 rooms including 27 suites are luxuriously appointed with latest in in-room comforts. The hotel offers The Taj Club, Executive Suites, Luxury Suites and the Grand Presidential Suite.

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Hotel Address

Number One Mansingh RoadNew Delhi - 110 011IndiaTelephone: +91 11 23026162  |  Facsimile: +91 11 23026070

MARKETING MIX STRATEGY OF TAJ HOTELS

PRODUCTS

Room. Restaurant and Bar. Meeting room and Banquet facility. Amenities. Services. Safe deposit box.

Special services

Courier. Child care. Laundry. Pet. Internet. Travel desk. Babysitting. Wake-up call. Barber shop Boutiques

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Currency exchange In room telephone service Express check -in and out Florist Front desk 24 – hour Gift shop Maid service

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Place

62 hotels ( 51 in India and 11 abroad) stretching from Kathmandu in the north to The Maldives in the south, from the Taj Exotica in Goa to the Taj Bengal in Calcutta

Largest hotel chain in India that spans across the entire country Major market share Major market presence in most parts of India compared to competitors.

Price

Prices differ according to the segment it is in and category of room Luxury segment the rooms range from Rs. 8000 to about Rs. 25000 The Business hotel room rates range from as low as Rs. 2500 to Rs.

25000 The Taj Leisure hotels are also priced differently Leisure hotel rooms range from Rs. 5000 to Rs. 25,000

Promotion

TV, major national magazines & newspapers Within the hotels & Taj website Teamed up with Jet Airways Telemarketing in promoting their hotels Citibank Diner’s Club Inner Circle Epicure Card Taj Inner Circle Epicure Card Television campaign with Rediscover Taj Taj Kids Club Holiday Packages

MARKET SEGMENT

Taj Luxury Hotels : offer the finest standards of hospitality and service through exquisitely appointed rooms and modern comforts.

Taj Business Hotels : meet the growing needs of every business traveller across India cities at attractive rates

Taj Leisure Hotels : relaxing beach resorts, authentic palaces, turn-of-the-century garden retreats, hotels located close to historic monuments, pilgrim centres

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Targets the upmarket and leisure traffic segment, and to a lesser extent the crew and conference segment

MARKET POSITIONING

Uniqueness in providing a living heritage of India, together with superb comforts and modern facilities

Stuck to its ‘INDIAN’ image The Taj Luxury Hotels equal the finest in the world - true spirit of hospitality,

personalised attention awaits the discerning travellers Providing world-class personalised service world over World class service at an affordable price in the business segment Taj Leisure Hotels - a complete holiday experience

Taj Hotels

Parent Company Indian Hotels Corporation

Category Hotels

Sector Tourism and Hospitality

Tagline/ Slogan India’s leading hospitality chain

USP Extravagant Indian Interiors

STP

Segment Leisure and business travelers

Target Group Upper class, business travelers

Positioning Prime location, luxury living with Indian values

SWOT Analysis

Strength 1. Group comprises 93 hotels in 55 locations across India with an additional 16 international destinations

2. Employee strength over 13000 people3. The perfect experience of Indian luxury living

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4. Employee retention due to good brand image5. Considered to be the most premium hotel chain in India6. Top-of-the-mind brand recall

Weakness

1. Limited market share due to tough competition from international and domestic players means

2. Terrorist attacks left a question over the security

Opportunity

1. Introduce better membership plans2. Improve hygiene standards3. Upgrade to international methods of work

Threats

1. Other heritage properties2.Competitors upgrading to international standards of work ethic3. Expectation of clients in terms of technological development

Competition

Competitors

1. Leela Group of Hotels2. Oberoi Hotels and Resorts3. Hyatt

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ABOUT HYATT

Hyatt was founded by Jay Pritzker in 1957 when he purchased the Hyatt House motel adjacent to the Los Angeles International Airport. Over the following decade, Jay Pritzker and his brother Donald Pritzker, working together with other Pritzker family business interests, grew the company into a North American management and hotel ownership company, which became a public company in 1962. In 1968, Hyatt International was formed and subsequently became a separate public company. Hyatt Corporation and Hyatt International Corporation were taken private by the Pritzker family business interests in 1979 and 1982, respectively. On December 31, 2004, substantially all of the hospitality assets owned by Pritzker family business interests, including Hyatt Corporation and Hyatt International Corporation, were consolidated under a single entity, now named Hyatt Hotels Corporation.We are a global hospitality company with widely recognized, industry leading brands and a tradition of innovation developed over our more than fifty-year history. Our mission is to provide authentic hospitality by making a difference in the lives of the people we touch every day. We focus on this mission in pursuit of our goal of becoming the most preferred brand in each segment that we serve for our associates, guests, and owners. We support our mission and goal by adhering to a set of core values that characterizes our culture.

We manage, franchise, own and develop Hyatt branded hotels, resorts and residential and vacation ownership properties around the world. As of June 30, 2012, the company's worldwide portfolio consisted of 492 properties.

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HYATT BRANDS

Park Hyatt: Park Hyatt, located in many of the world’s premier cities and select resort destinations, provides an experience of understated elegance and contemporary luxury

Andaz: Andaz represents a refreshing take on the boutique-style hotel, offering an atmosphere that is personal, vibrant and uncomplicated.

Grand Hyatt: Located in the heart of the cities and destinations they serve, our distinctive hotels combine breathtaking spaces unforgettable experiences and our signature hospitality to create grand moments.

Hyatt Hotels: Hyatt Hotels allow you to make the most of your stay, from anticipating what you will need to make your stay extraordinary to providing local expertise to help you enjoy your destination

Hyatt Regency: Thanks to locations in major cities, near airports and in resort destinations, Hyatt Regency helps all guests – whether they are traveling to w We give you everything you need to travel without disruption.ork, unwind or celebrate – to feel productive and revitalized

Hyatt Place: We give you everything you need to travel without disruption.

Hyatt House:At Hyatt House, we invite you to make yourself at home whether you’re staying with us for one night or 100 nights.

Hyatt Vacation Club: Hyatt Residence Group provides members with ownership opportunities in regionally inspired and designed residential- style properties with the quality of the Hyatt brand. Our collection of world-class hotels, commitment to exceptional service and flexibility create the ‘total vacation’ experience

Product Rooms, Restaurants, Swimming Pool, Gym, Tennis Court, Jacuzzi.

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Pricing

Room Pricing Changes on daily basis.( No Tariff Card) Always keep keen look on Competitors. Often, paying a higher price makes a customer

more satisfied. Price is often considered a proxy for quality and vice-versa.

Place

Services are often chosen for their place utility. Closer to the customer means higher probability of purchase.

Most of the Hyatt Hotels are located close to Airports.

Promotion

Hyatt Gold Passport Membership Programme has been an asset in aspects of retaining customers.

New Promotional Offer:Book for 2 Room Nights and get 3rd Room Nightfree.

Provide special rates including room charges, breakfast, internet.

People

Intensive training for your human resources on how to handle customers and how to deal with contingencies, is crucial for your success.

They have well trained Professional employees.

Processes

Processes are important to deliver a quality service.  Services being intangible, processes become all the more crucial to ensure standards

are met with. Hyatt provides specialised services.

Physical Evidence

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Located in Major Cities around the Globe.( New York, Dubai, Mumbai, Delhi, many more)

o Know Target Market.

Hyatt Regency Delhi

One of largest 5-star hotels in New Delhi, India, is located in the commercial hub of Bhikaji Cama Place, within a few-minutes’ drive from the Indira Gandhi International Airport and the city’s domestic airport. This hotel in New Delhi is close to embassies, consulates and corporate headquarters, making it one of the most preferred business hotels in the city.

The 507 rooms and suites at Hyatt Regency Delhi are equipped with modern amenities and high-speed Internet access to support guests’ business needs, while all seven floors offer panoramic views of the city and landscaped gardens. The 5-star hotel is also a benchmark of excellence for fine dining in New Delhi and offers an exceptional range of award-winning restaurants and bars.

Hyatt Regency DelhiBhikaiji Cama Place, Ring Road,New Delhi, India 110607 Tel: +91 11 2679 1234    Fax: +91 11 2679 1122 Email: delhi.regency@hyatt.com 

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Hyatt

Parent Company Hyatt Corporation

Category Hotels and Resorts

Sector Tourism and Hospitality

Tagline/ Slogan You’re more than welcome

USPDelivering authentic services that reach out guests from each of their targeted segments

STP

Segment Leisure and business travelers

Target Group Upper class, business travelers, wedding groups, diners

Positioning Luxury and latest technology

SWOT Analysis

Strength

1. Company's worldwide portfolio consisted of 488 properties / hotels

2. Food and beverage, banquet facilities3. Collaboration with top corporate 4. Technology upgrades from time to time5. Hygiene standards and customer experience6. One of the most popular hotel chain brands

Weakness

1. Discontent amongst employees based on salary issues due to global penetration

2. Limited market share due to tough competition from international and domestic players

Opportunity

1. Improvement on membership plans, customer loyalty programs

2. Employee retention to ensure better services3. Set higher standards for rooms division

Threats 1. Better room facilities offered by competitors2. Loss of major business travelers to domestic group of hotels

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3. Security levels

Competition

Competitors

1. Taj Hotels2. Trident Hotels3. Starwood Hotels

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Hilton Hotels & Resorts (formerly known as Hilton Hotels) is an international hotel chain which includes many luxury hotels and resorts as well as select service hotels. It was founded by Conrad Hilton and is now owned by Hilton Worldwide. Hilton hotels are either owned by, managed by, or franchised to independent operators by Hilton Worldwide. Hilton Hotels became the first coast-to-coast hotel chain of the United States in 1943. As of 2010, there are now over 530 Hilton branded hotels across the world in 78 countries across six continents.

The most recognized name in the industry, Hilton Hotels & Resorts stands as the stylish, forward thinking global leader of hospitality. With over 92 years of experience, Hilton continues to be synonymous with hotel because of our innovative approach to products, amenities and service. We help make traveling easier with our smart design, innovative restaurant concepts, authentic hospitality and commitment to the global community. 

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Hilton Hotels & Resorts

Industry Hotel

Founded 1919

Founder(s) Conrad Hilton

Number of locations 540 hotels

Area served Global

Parent Hilton Worldwide

Website hilton.com

7 p’s of Hilton Hotel

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PRODUCTS

Room. Restaurant and Bar. Meeting room and Banquet facility.

supplementary services :-Deluxe amenities for leisure travellers*- special amenities for business and meeting market*- Food and beverage*- Laundry*- Pool*- Fitness center*- Pets allowed*- High speed internet access*- Wheelchair accessible*- Hair dryer*- Coffee maker in the room*- Cable TV in the room*- Nintendo*- Large work desk*- Newspaper delivery*- Maid services.

PLACE AND TIME

- 496 hotels in 61 countries- reservation online: - reservation by phone: Call 1-800-HILTONS- Reservation at the desk

Promotion and education Hilton Honors Program:

Membership is open to anyone who applied, at no charge. Members earned points toward their Hilton H Honors account when they stayed at a Hilton hotel. When they accumulated enough points they could redeem them for stays at Honors hotels, or use them to buy other products and services from partners companies, or convert them to miles in airline frequent flyer program. There are four tiers of membership :- Blue: 4 stays per year or 10 nights, +15% bonus on Base points. - Silver: 16 stays per year or 36 nights, +25% bonus on Base points.- Gold: 28 stays per year or 60 nights, +50% bonus on Base points.-Diamond

Price and other user outlays:

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Price has a lot of impact on the service buyer’s satisfaction level. Often, paying a higher price makes a customer more satisfied. Price is often considered a proxy for quality and vice-versa. What is important to note that services being all the more intangible, the price becomes an important factor for the actual service consumption to happen, after service awareness and service acknowledgement.

KING HILTON GUESTROOM

Rs 6000 for one day stay not overnight 9AM - 6PM.KING HILTON EXECUTIVE

Rs 7500 for one day stay from 9AM to 6PM.KING EXECUTIVE SUITE

Rs 10500 for one day stay from 9AM to 6PM.KING DELUXE SUITE

Rs 13000 for one day stay from 9AM to 6PM.

Physical Evidence

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Unwind in a stylish guest room. These air-conditioned rooms feature ergonomically designed work areas, LCD TV, high-speed internet access and a stylish bathroom. Upgrade to a suite for deluxe furnishings. Hilton provides spacious work area and exclusive access to the Executive Lounge with a complimentary breakfast, drinks and canapés affects the customer’s satisfaction. Often, services being intangible, customers depend on other cues to judge the offering. This is where physical evidence plays a part.

Process Nature of the process:

people processing :1. Before visit: reservation (by phone, online, at the desk)2. airport pick-up*3. Parking/valet parking*4. check In 5. Porter*6. Use room7. meal8. Use guestroom (overnight)9. pay TV*10. room service/breakfast (24-hour)*11. phone12. check out13. get carPeople High contact service:- front desk: receptionist- people in charge of phone reservation- waiter/waitress of the restaurant- bar tender- Maid- Valet- And other employees (e.g. for the pool)

People

-High contact service:- front desk: receptionist- people in charge of phone reservation- waiter/waitress of the restaurant- bar tender- Maid- Valet- And other employees (e.g. for the pool)

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Hilton Hotels and Resorts

Parent Company Hilton Hotels

Category Hotels and Resorts

Sector Tourism and hospitality

Tagline/ Slogan Discover a world of opportunity

USP Run by an experienced management

STP

Segment Budget, Mid-Market, Upscale, Luxury

Target Group Leisure travelers, honeymooners, corporates, families, extended stay

Positioning Prime location and luxury living

SWOT Analysis

Strength

1. High brand recognition

2. Technical innovations to improve customer experiences and Constant upgrade of business processes

3. Good employee retention

4. Around 540 hotels in over 78 countries

5. They have been in the industry for 93 years now making them real experts at what they do.

6.Good reputation in the market

Weakness

1. Limited market share inspite of good brand recall

2. Operations are affected globally due to different Govt policies and parameters

Opportunity

1. High potential in emerging markets

2. Innovation in customer services

3. Digitalization and better use of technology

4. Indian and as well as global hospitality sectors are looking at a boom

Threats 1. Entry of several international brands along with the strong hold of long standing, well established Indian brands.

2. Competition on price point

3. Stagnated growth

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4. Economic and political turbulence in most countries

Competition

Competitors

1. Marriott International2. Starwood Hotels

3. Accor

HILTON GROUP OF HOTEL AT NEHRU PLACE (DELHI).

HOTEL DETAILS

With magnificent views over the beautiful Lotus Temple, the Eros Managed by Hilton New Delhi Nehru Place is a landmark New Delhi, India establishment. Stylish and modern, it incorporates the finest in traditional Indian hospitality and contemporary amenities.

Visit the nearby Pragati Maidan convention center – the largest of its kind in India. Utilize the hotel business center with photocopy, fax and video-conferencing facilities. Enjoy an energizing workout or aerobics class at the 24-hour fitness center. Swim in the 22-meter outdoor pool or relax with an afternoon of treatments at the spa.

EROS - MANAGED BY HILTON NEW DELHI NEHRU PLACEAMERICAN PLAZA, NEHRU PLACE, NEW DELHI, 110019, INDIATEL: 91-11-41223344

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CONCLUSION

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