History of Le

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HISTORY OF LE-MEREDIEN HOTEL

Le Mridien is an international hotel brand with a European perspective, formerly headquartered in the United Kingdom , with130 properties. It is owned by Starwood Hotels & Resorts Worldwide , and has a portfolio of more than 120 hotels in over 50countries worldwide.

The Le Mridien brand was established in 1972 by Air France "to provide a home away from home for its customers." The first Le

Mridien property was a 1,000-room hotel in Paris Le Mridien Etoile. Within two years of operation, the group had 10 hotels in Europe and Africa. Within the first six years, the number of hotelshad risen to 21 hotels in Europe, Africa, the French West Indies ,Canada , South America , the Middle East and Mauritius . By 1991,

the total number of Le Mridien properties had risen to 58.In late 1994, Le Mridien was acquired by UK hotel company

Forte Group , which in turn was acquired by Granada PLC in 1996.Through a merger in the summer of 2000 between Granada Groupand global contract caterer Compass Group and the subsequent de-merger of the two companies in February 2001 the ownership
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of the Forte Hotels division and its three brands (Le Mridien, Heritage Hotels and Posthouse Forte) passed solely to Compass.

In May 2001, Nomura Group announced the acquisition of Le

Mridien Hotels & Resorts from Compass Group plc for 1.9billion and Le Mridien was merged with Principal Hotels , whichwas acquired in February 2001. In December 2003, Lehman

Brothers Holdings acquired the senior debt of Le Mridien.

On November 24, 2005, the Le Mridien brand and management feebusiness was acquired by Starwood Hotels & Resorts. The leased and owned real estate assets were acquired in a separate deal by a

joint venture formed by Lehman Brothers and Starwood Capital . In2011, Le Mridien opened up its 100th hotel in Coimbatore , India .

Situated in the heart of Pune, Le Mridien Pune immerses guests inthe distinctive architecture of an Indian palace and the subtleties of contemporary charm. A vibrant cultural hub of India, Pune hosts awide array of artistic events throughout the year, including theSawaai Gandharva Music Festival and the ten-day, mythical

Ganesha Festival. Were a perfect gateway to the contemporarymarvels and historic charm of the destination. Ideally situated along the citys most beautiful tree-lined avenue, with direct connectivity to several major commercial offices and centers. The

Lohegaon Airport is approximately 10 - 15 minutes away.

Our 177 spacious, well-appointed rooms are havens of sophisticated comfort. Six distinct restaurants and bars offer arange of options to unwind, connect with friends and associates, or

simply dine in style. pool, a four-floor health club, and a squashcourt.

PROFILE OF LE-MEREDIEN HOTEL
http://en.wikipedia.org/wiki/Nomura_Grouphttp://en.wikipedia.org/wiki/Principal_Hayley_Grouphttp://en.wikipedia.org/wiki/Lehman_Brothers_Holdingshttp://en.wikipedia.org/wiki/Lehman_Brothers_Holdingshttp://en.wikipedia.org/wiki/Starwood_Capitalhttp://en.wikipedia.org/wiki/Coimbatorehttp://en.wikipedia.org/wiki/Indiahttp://en.wikipedia.org/wiki/Nomura_Grouphttp://en.wikipedia.org/wiki/Principal_Hayley_Grouphttp://en.wikipedia.org/wiki/Lehman_Brothers_Holdingshttp://en.wikipedia.org/wiki/Lehman_Brothers_Holdingshttp://en.wikipedia.org/wiki/Starwood_Capitalhttp://en.wikipedia.org/wiki/Coimbatorehttp://en.wikipedia.org/wiki/India


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Neeti Vijay's Overview :-

Current

HR Manager at Le Meridien hotel Past

Assistant Professor at Maharishi arvind international Institute of management

Assistant Manager HR at Le Meridien Hotel, jaipur

Education

University of PuneUniversity of Pune

Connections

116 connections

HR Manager

Le Meridien hotel Privately Held; 201-500 employees; Hospitality industry

September 2011 Present (1 year) Jaipur Area, India

Assistant Professor

Maharishi arvind international Institute of management

December 2008 July 2011 (2 years 8 months) kota

CHARACTERISTICS OF LE-MEREDIENHOTEL

INTANGIBLE :-
http://in.linkedin.com/company/le-meridien?trk=ppro_cprofhttp://in.linkedin.com/company/le-meridien?trk=ppro_cprof


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Services are tangible. A buyer of products, feels that buyer of

goods have an opportunity to see, touch,hear,smell or taste thembefore they buy. But we do not find same thing in services. Serviceis an abstract phenomenon. In this respect, the buyer has noopportunity to see, touch or smell before he uses. While selling or

promoting the sale of a service, we have to concentrate on thebenefits and satisfaction, a buyer can get after buying that services.We cant emphasise the service itself.

PERISHABILITY :-

A service has a high degree of perishability. Services are also perishable like labour. Hence, the element assumes a significant position. If we do not use it today, it is lost for ever. If a labour stops work, it is a complete waste. It cannot be stored. The services cannot be stored. Unused or underused services areeconomic waste. An unoccupied building, an unemployed person,empty rooms in a five star hotel, vacant beds in a privatehospital etc. are economic waste.

INSEPARABILITY :-

The services are created and supplied simultaneously. Like thedancers, musicians, dentists and other professionals create and offer services at the same time. Services and their providers are the

same. Goods are produced, sold and then consumed whereas the services are sold and then produced and consumed. Thusinseparability is an important feature of services which createschallenges to the service marketers.

HETEROGENEITY :-


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The quality of services cannot be homogeneous or standardized. Price paid for a service may be too high or too low. This is found inthe case of entertainment and sports. The same type of servicescant be sold to all the consumers even if they pay the same price.The consumers rate the services in different ways. This is due to thedifference in perception of individuals at the levels of providers ansusers. The heterogeneity factor makes it difficult to establish

standard for the output of a service firm.

OWNERSHIP :-

Services are those separately identifiable, essentially intangibleactivities which provide want-satisfaction, and that are not necessarily tied to use sale of a product or another service. To

produce, a service may or may not require the use of tangible goods. However, when such use is required, there is no transfer of permanent ownership to these tangible goods. In the case of services, we do not find the same thing. The users have only anaccess to the services. They simply use the services.

QUALITY MEASUREMENT :-

The quality of service requires another tool for measurement. Wecant measure it in terms of service level. It is very difficult to rateor quantity the total purchase. We can quantify the food served in ahotel but the way a bearer serves it or overall environment or behaviour of other staff cant be ignored while rating the total

process. Hence, we can determine the level of satisfaction at which

users are satisfied.SERVICES PROVIDED BY LE-MEREDIENHOTEL


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Regarded as an educational and cultural centre for decades, Punehas recently transformed itself into a significant hub for

Manufacturing and IT. Consequently, Le Mridien Pune is a popular destination for both business and leisure travellers alike.Upon crossing the threshold into the visually striking marble lobby,

guests enter a world of unmistakable grace and refinement.

The spa and fitness centre Esprit was designed as an oasis for thebody and spirit. Featuring a wide range of facilities, the health clubencompasses a modern gym, outdoor swimming pool, a squashcourt and a games room.

Equipped with the latest technology, guests may access all of theindispensable tools required for productive business activities including a full-service Business Centre and wireless High Speed

Internet Access in public areas, alongside our concierge servicesand fleet of luxury cars and vans.

Esprit

Esprit, our state-of-the-art facility, is the ideal spot for fitness and rejuvenation during your stay in Pune. The gym on the 8th floor boasts an extensive range of the latest cardio and user-friendlyweight training equipment, as well as a full range of free weights. A

separate area is designated for aerobics and yoga classes, as well as guest lectures on all topics of wellness.The 7th floor houses aviewing gallery that overlooks Punes only squash court on the 6th

floor. Finally, the 9th floor features our well-appointed locker

facilities for ladies and gentlemen, as well as a steam room, sauna, Jacuzzi and private massage rooms.A team of highly experienced personal trainers is at hand to provide private instruction and create a fitness regimen exclusively suited to your needs and

goals.Guests 16 years and older have full complimentary access to


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all floors of the fitness facility. Local visitors will incur a fee of Rs600+ 10.5% taxes per day.

Recreation Centre

Theres a little something for everyone in our Recreation Centre.Table tennis for the active crowd, a Carrom board for the whole

family, a plush library lounge for a little luxurious solitude, pluswireless High Speed Internet Access throughout. The centre mayalso be reserved as crche for children. The Recreation Centre is

pleased to welcome hotel guests of all ages on a complimentarybasis.

Royal Club Lounge

The Royal Club Lounge is located in the stunning atrium of thehotela tribute to the grandeur of the hotels overall architectural

style. A beautiful mural adorns the dome of the atrium, whilenatural light filters in from its base. Adjacent to the main loungearea, a private library invites guests to sit comfortably surrounded by four exquisite oil paintingseach depicting a different tale fromthe Peshwa dynasty. Exclusive to guests staying in rooms and suiteson the hotels Club Floor, the Royal Club Lounge serves a varietyof complimentary meals and snacks throughout the day. Eachmorning, enjoy the extravagant American breakfast buffet. From3:30pm to 5:30pm daily, High Tea is served with all the traditional trimmings such as finger sandwiches, scones and cakes. In the


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evenings, guests are invited to partake of cocktails and horsdoeuvres from 6pm to 8pm. Additional benefits include anexclusive sit-down Champagne check-in, complimentary use of ameeting room for one hour per day (subject to availability),complimentary High Speed Internet Access and so much more.

Outdoor Pool

Located on the 10th floor rooftop of the hotel, our pristine swimming pooltiled in a vibrant blue mosaicis a private,comfortable and complimentary retreat for all of our guests. Settleinto one of our reclining blue and white lounge chairs scattered around the periphery, order a refreshing drink and savoury snack

from the poolside bar menu and while away the hours in total relaxation. As the sun begins to set, the waterfall feature lights upand lends a magical note to the idyllic setting, while the charming

frog statues scattered about almost seem to come to life. Childrenunder the age of 16 are not allowed into the pool area unlessaccompanied by a parent or guardian. Lifeguards are present during the day, and complimentary towel service is also provided.


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Business Centre

Located on the fifth floor of the hotel, the Business Centre offers

both wired and wireless High Speed Internet Access for your convenience, as well as two private work stations with updated PCs. A separate meeting area is also available for groups of up to four people.

Spa

Indulge in expertly applied Asian reflexology, fragrant aromatherapy oils, deep tissue Swedish massage or an intoxicating

blend of all three. Each treatment is customised to serve your needs perfectly, helping you reach a blissful state of harmony and peace.The separate locker rooms for ladies and gentlemencomplete with

showers, vanities and a host of welcome amenities--are located directly adjacent to the private sauna, steam room and Jacuzziareas. Individual treatments range in length from 20 to 60 minutes,and in price from INR 500 to 1800. Combination packages for ahalf or full day at the spa range in price from INR11000 to 18000

respectively.


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PRODUCT LEVEL:-

The fundamental level is the core benefits: the services or benefit the customer is really buying. A hotel guest is buying rest and sleep.

At the second level, the marketer has to turn the core benefit into abasic product. Thus a hotel room includes a bed, bathroom, towelsdesl, dresser and closet.

At the third level, the marketer prepares an expected product, a set of attributes and conditions buyers normally expect when they

purchase this product. Hotel guests expect a clean bed, freshtowels, working lamps, and relative degree of quietness.

At the fourth level, the marketer prepares an augumented product that exceeds customer expectations.In developed countries, brand

positioning and competition take place at this level. In developing countries and emerging markets such as china and India, however,competition takes place mostly at the expected product level.

At the fifth level, stands the potential product, which encompassesall the augumentations and transformation the product or offering might undergo in the future.Here is where companies search for new ways to satisfy customers and distinguish their off.

PRICE:-

The pricing decisions are with many problems. No doubt in it that fixing the hotel tarrifs is just like pricing other goods and services. At the same time, it is also right to mention that the hotel

professionals need more excellence while fixing the hotel tariffs since the services are found of perishable nature. Managing relatively volatile demand around a relatively fixed capacity of highly perishable product supply is identified as one of the

principal characteristics of hotel business.


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PEOPLE :-

This phrase is meaningful not only for the technologies but even for the people who mange them. It is against this background that the

marketing experts the world over have been found making a strong advocacy in favour of an ongoing training programme for the

personnel servicing the hotel companies. The receptionists, the porters, the house keepers, the waiters and even the doormen playan incremental role in promoting the business. The sales executives,the markting managers, the senior executives bear the responsibilityof managing the front-line personnel in such a way that the

promised services reach to the ultimate users without making any

distortion.This makes it essential that hotel personnel are made available an

ongoing training facility efficacious in enriching their professional excellence. The cases of menu fatigue, power interruption,mismanaged bedrooms, functions rooms and restaurants, indecent behaviour of doormen, poor information to the receptionists and enquires can be minimized considerably if we assign due weightageto performance- orientation.

PHYSICAL EVIDENCE :-

Location of the hotel Hotel building Hotel bedrooms and other amenities Hotel function rooms Logo,website,brochures, etc.


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PEST ANAYLSIS

POLTICAL :-

The federal government has limited involvement with the privaterelationships between hotels and guests,but there is still someregulation. First, the hotel fire safety Act 1990 requires that

places of public accommodation are equipped with hard-wired, single station smoke detectors in each guestroom in accordancewith the National Fire Protection Association standard 74. manyrules and regulations that hotels must follo are state laws. For hotels, this may mean that it must modify its policies or

procedures, eliminate eligibility criteria, provide auxiliary aidsand services and take steps to remove structural communicationbarriers in existing facilities.

ECONOMICAL :-

During the past several the united stateseconomy hasexperienced sluggish growth. There are several contributing

factors for this such as the war in iraq and attacks on quarter.This was reported as being the worst countryhas seen in past

3years. The condition of the countrys economy is a determining factor in the success of companies in the hotel industry. Thiswould be just a continuation of growth which the hotel industryhas experienced with last year revenue per available room thehighest it has been in last 20 years at 8.4%.


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SOCIAL :-

The hotel industry is expected to see growth in th future as thelifestyles of averages are changing. While it is expected that the frequency of business travel will reduce, as companies areincreasingly searching for ways to do businesswith traveling through teleconferencing and internet usage. Thus hotels have beenoffering high-speed wireless internet access, check-in-kiosks, flat

screen t.v., more comfortable beds and higher quality furnishings. It has been reported that hotels are expected to spend $5 billion in2006 on upgrades such as these. This is being done in efforts to

gain a competitive edge in the market. Thus, companies in the hotel industry have been implementing more branding items into their operations.

TECHNOLOGICAL :-

The use of Internet has influnced the hotel industry in manyways. Through the Internet, customers get information about hotels and make reservations easily and rationally. Also, it giveshotel companies several benefits. The use of internet helps thecompanies to carry out efficient electronic customer relationshipmanagement. In addition, the internet provides companies withthe ability to have another effective promotion tool. Companies

send e-mails to their customers to advertise their new events and services by doing online advertisings, such as banner and pop-ups. Developed computer systems create change for hotel companies management in several ways. Hotels have adapted computer reservation system which help manage customersreservations effectively. Also, the hotel are able to update their customers information immediately.


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SERVICE QUALITY OF LE-MEREDIEN

The rooms are well maintained and the location is good. Try to get a room away from the railway station side as it can get noisy. Restaurants serve good food. The rooftop restaurant is excellent. Internet connection is adequately fast. Hotel room is large and service is excellent. Security is also fine. Staff wearing traditional indian costumes . The first thing that hits you in this hotel is thehospitality. As soon as you enter the hotel, there would be someoneto help you with the check in process while you are given a welcome

drink .This hotel is luxurious as well as affordable and great value for

money. Food quality is good and they have a good menu to suit all types of tastes. A vibrant cultural hub of India, Pune hosts a widearray of artistic events throughout the year, including the SawaaiGandharva Music Festival and the ten-day, mythical Ganesha

Festival.

Discover majestic Rajasthani style coupled with traditional European influences at the opulent Le Meridien Pune Hotel.Perfect for events of all kinds, Le Meridien Pune Hotel offers six sophisticated meeting rooms, exceptional technology, and unparalleled professional planning for any occasion. Experiencethe epitome of relaxation as guests receive a soothing massage, or lounge beside the sparkling waters of the luxurious rooftop pool.

Energize at the unique, four-floor health club, featuring thecity's first squash court. Retire to the guest room after a long day,and enjoy warm earth tones, an inviting ambiance, and smartlyappointed surroundings. Just a short distance from the variousattractions in the city, subtle indulgences, unparalleled comfort,and unforgettable memories await guests at Le Meridien Pune

Hotel.


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The first of its kind in Pune, Seasons Service Apartments Hotel Pune offers elegantly furnished apartments with all the comfortsrequired for modern day living. For the corporate traveller or along staying guest, a group of friends or family, Seasons Service

Apartments Hotel Pune offers the comfort of a hotel at veryaffordable prices.

The apartment offers one and two bedroom apartments, whichare fully furnished and equipped with the essential comforts of ahome, including a fully equipped kitchen, ample work space and adining area. Seasons Service Apartments Hotel Pune isconveniently located in Pune's posh residential area, Koregaon

Park, about 10 minutes away from the railway station and around 15 minutes away from the airport.

To unwind from the pressure of everyday life, plunge into theinviting swimming pool. For the health conscious, there is also a

gymnasium. Seasons Service Apartments Hotel Pune aims at providing corporate travellers, in-transit executives and familieswho wish to stay for longer duration, the freedom, privacy and

space of home, with the comforts and conveniences of a hotel.


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MARKET SEGMENTATION

BUSINESS SEGMENT:- It includes corporate professionals,traders and businessmen traveling on business purposes, eachcategory having different preferences.

PLEASURE SEGMENT:- People from different walks of life-leisure and entertainment.

DEMOGRAPHIC SEGMENT:-Based on income, occupation, age, gender, education.

SOCIAL CLASS SEGMENT:- Refers to different income groups.

BENEFITS SOUGHT SEGMENT:-Different people seeking particular benefit such as location, accommodation, types of meals, etc.

GEOGRAPHIC SEGMENT:- Based on geographic location of

hotels

FREQUENCY SEGMENT:- Such as light, medium and heavy users


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GROWTH OF HOTEL

According to a report, Hotel Industry in India currently has supply of 10,000 rooms and there is a shortage of 150,000roomsfuelling hotel room rates across India. According toestimates demand is going to exceed supply by at least 100%over the next 2 years. Five-star hotels in metrocities allot sameroom, more than once a day to different guests, receiving almost24-hour rates from both guests against 6-8 hours usage.

With demand-supplydisparity, hotel rates in India are likelyto rise by 25% annually and occupancy by 80%, over the next

two years. This will affect the competitiveness of India as a cost-effective tourist destination. To overcome, this shortage Indianhotel industry is adding about 60,000 quality rooms, currently indifferent stages of planning and development, which should beready by 2012. Hotel Industry in India is also set to get a fillipwith Delhi hosting 2010 Commonwealth Games. The future

scenario of Indian hotel industry looks extremely rosy. It isexpected that the budget and mid-market hotel segment will witness huge growth and expansion whilethe luxury segment will continue to perform extremely well over the next few years.

The hotel industry in India is going through an interesting phase. One of the major reasons for the increase in demand for hotel rooms in the country is the boom in the overall economyand high growth in sectors like information technology, telecom,retail and real estate. The upgrading of national highwayconnecting various parts of India has opened new avenues for

the development of budget hotels here. The Government of Indias Incredible India destination campaign and the Atithi Devo Bhavah campaign have also helped the growth of domesticand international tourism and consequently the hotel industry.

CONCLUSION


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In the hotel industry customer centric approach is followed wherein customer is of prime importance and other factors are

based on the decisions made by the customers. A paramount importance is given to the human resources as they constitute amajor part of the industry. Also quality is never compromised and they provide various facilities to their customers.

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