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introduction

Hospitality is about serving the guests to provide them with "feel-good-effect". "Athithi devobhavha" (Guest is God) has been one of central tenets of Indian culture since times immemorial. InIndia, the guest is treated with utmost warmth and respect and is provided the best services.

Today hospitality sector is one of the fastest growing sectors in India. It is expected to grow at therate of 8% between 2007 and 2016.

The top players in hospitality sector include the following:

ITC Hotels

Indian Hotels Company Ltd. (The Taj Hotels Resorts & Palaces)

Oberoi Hotels (East India Hotels)

Hotel Leela Venture

Asian Hotels Ltd.

Hotel corporation of India

ITDC Hotels

The industry can be classified into four segments:

5 Star and 5 Star Deluxe. These are mainly situated in the business districts of metro cities and caterto business travelers and foreign tourists. These are considered to be very expensive. These accountfor about 30% of the industry.

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Heritage Hotels. These are characterized by less capital expenditure and greater affordability andinclude running hotels in palaces, castles, forts, hunting lodges, etc.

Budget Hotels: Budget hotels cater mainly to domestic travelers who favor reasonably pricedaccommodations with limited luxury. These are characterized by special seasonal offers and goodservices.

Unclassified: These are low-priced motels spread throughout the country. A low-pricing policy istheir only selling point. This segment accounts for about 19 % of the industry.

STRENGTHS

1. Natural and cultural diversity : India has a rich cultural heritage. The "unity in diversity" tagattracts most tourists. The coastlines, sunny beaches, backwaters of Kerala, snow capped Himalayasand the quiescent lakes are incredible.

2. Demand-supply gap : Indian hotel industry is facing a mismatch between the demand and supplyof rooms leading to higher room rates and occupancy levels. With the privilege of hostingCommonwealth Games 2010 there is more demand of rooms in five star hotels. This has led to therapid expansion of the sector.

3. Government support: The government has realized the importance of tourism and has proposed abudget of Rs. 540 crore for the development of the industry. The priority is being given to thedevelopment of the infrastructure and of new tourist destinations and circuits. The Department of Tourism (DOT) has already started the "Incredible India" campaign for the promotion of tourism in

India.

4. Increase in the market share: India's share in international tourism and hospitality market isexpected to increase over the long-term. New budget and star hotels are being established.Moreover, foreign hospitality players are heading towards Indian markets.

WEAKNESSES

1.Poor support infrastructure: Though the government is taking necessary steps, many more thingsneed to be done to improve the infrastructure. In 2003, the total expenditure made in this regard

was US $150 billion in China compared to US$ 21 billion in India.

2.Slow implementation: The lack of adequate recognition for the tourism industry has beenhampering its growth prospects. Whatever steps are being taken by the government areimplemented at a slower pace.

3.Susceptible to political events: The internal security scenario and social unrest also hamper theforeign tourist arrival rates.

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OPPORTUNITIES

1.Rising income: Owing to the rise in income levels, Indians have more spare money to spend, whichis expected to enhance leisure tourism.

2.Open sky benefits: With the open sky policy, the travel and tourism industry has seen an increasein business. Increased airline activity has stimulated demand and has helped improve theinfrastructure. It has benefited both international and domestic travels.

THREATS

1. Fluctuations in international tourist arrivals: The total dependency on foreign tourists can be risky,

as there are wide fluctuations in international tourism. Domestic tourism needs to be given equalimportance and measures should be taken to promote it.

2.Increasing competition: Several international majors like the Four Seasons, Shangri-La and AmanResorts are entering the Indian markets. Two other groups - the Carlson Group and the Marriottchain - are also looking forward to join this race. This will increase the competition for the existingIndian hotel majors.

The Indian Hospitality Industry An Overview

The current scenario

Existing hotel rooms in India: 202,963, source FHRAI

Revenue of the Indian hotel industry FY 2007-08: INR 38,558 crore

30% of this revenue i.e. INR 11,567.4 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

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No. of Rooms

5 star deluxe/5 star 165 43, 965

4 Star 134 20, 770

3 Star 505 30,100

2 Star 495 22,950

1 Star 260 10,900

Heritage 70 4,200

Uncategorised 7,078 -

Total 8,707 1,32,885

Restaurants 12,750

What the future holds:

Despite the global recession, inflation, terrorism and other factors, the overall outlook for the Indianhospitality market is optimistic and will remain so says HVS

India remains the second fastest growing economy in the world and the economic growth of thecountry is at 7.1% of the GDP as declared by Mr. Pranab Mukherjee, Finance Minister, India.

The Tourism Ministry, Government of India, has set a target of 10 million tourists to India by 2010

The WTO (World Travel Organisation) predicts that India will receive 25 million tourists by year 2015

Projected investments years 2009-015

Rooms being built across hotel categories: 114,000, source HVS

Investment in rupees: INR 40,463.10

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The Growing Indian Hospitality Industry

India has the potential to become the number one tourist destination in the world with the demandgrowing at 10.1 per cent per annum, the World Travel and Tourism Council (WTTC) has predicted.

The WTO (World Travel Organisation) predicts that India will receive 25 million tourists by year 2015.

Major attractions in India are the world's highest mountains, miles of coastline with excellentbeaches, tropical forests and wildlife, desert safari, lagoon backwaters, ancient monuments, forts

and palaces, adventure tourism and, of course, the Taj Mahal.

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

The country is witnessing an unprecedented growth in hotel constructions and will be adding almost114,000 hotel guest rooms to its inventory over the next five years. (source: HVS)

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

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

Notified changes in the industry(random reviews)

people have been working in the luxury hotel business for a number of years; in fact someone issomeway involved in providing people with exemplary service for their stays. we must admithowever that it is getting harder the longer in the business. It seems that people's demands aregetting more and more extreme.

A few years ago nobody did not mind going out and picking up bunches of flowers for guestsor providing a glass of champagne in the room freshly poured and perfectly chilled. Theluxury hotel industry recently however seems to be attracting a rather resentful elementwho demand things at all hours, or maybe it is just us and it is about time we moved on andfound work where answering people's whims is not the main objective.

'When I landed my first job in a luxury hotel the tips were out of this world, if you got toknow regular customers and did that little extra for them tips of forty, fifty and even sixtypounds were not uncommon. It was the price that regulars who understood the lengths youas a luxury hotel concierge would go to, were willing to pay.

Now it is the case that with so many picking up cheap internet deals on a weekend getawaythe clientele has changed beyond recognition. Now I do not have a problem with this, I

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would happily welcome people of all classes into my luxury hotel, however the level of respect and expectation of guests who are not used to luxury hotel services shows not onlyin how they treat staff but also in how much they tip.'Maybe the era of providing adedicated service to guests is over. Granted there will always be small sections who are usedto staying in luxury hotels and who don't mind paying full whack for the privilege. With an

influx of reduced rate, weekend getaway guests however; standards of service willundoubtedly slip.

The reason for this is simple; luxury hotel staff will see that some guests are paying less andso will not strive to provide a service that it is worth its definition of luxury. A luxury hotel isdeemed as such not purely through the opulence of its rooms and lobby but through thecommitment of its staff to providing unsurpassed service. It can be judged that guests staysare often rated 'eighty to twenty', eighty being the service encountered during their stay andtwenty being the physical surroundings of the hotel itself.

Such is the hotel trade in the last decade," when I began in the luxury hotel industry guestswould mostly be there for a week, staying for a week whilst dining with friends and takingadvantage of the locality. Now people have less time in their hectic schedules and often aweekend getaway is all they can find time for. The sad thing about this is that the personaltouch has gone, it is no longer possible to get to know your guests and subsequently the jobhas lost much of its interest for me. "

"Having worked in luxury hotels from London to New York I have met some amazing peopleand got to know some well respected sportsmen, businessmen and politicians. I am notsaying that these sections of society no longer have a use for a good luxury hotel but with somany now lacking the personal touch it is harder to build relationships with clients. "

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Realistic changes made in the industry

Industry change 1: The beginnings of PDA equipped mobile receptionists

The use of 'roaming' staff is making waves in UK customer service roles. From roving ThirstPacksporting 'bar staff' at football stadiums to 'floating' librarians in Bristol's libraries, it seems the daysof customer service staff sitting in fixed positions is slowly coming to an end. In hospitality terms,one luxury hotel is already known to be trialing PDA-equipped mobile receptionists who areinstructed to approach customers and check them in away from the traditional check-in desk.

Industry change 2: The end of hotel room telephones

Ask yourself, why the need for hotels to supply a telephone in each room? Does not everyone have amobile phone these days? Let us not also underestimate the inroads, facilitated by hotel Wi-Fi, madeby VoIP further diminishing the dominance of telephones. The one significant argument for hotelroom telephones is that they are needed in case of emergency. But surely this need can beovercome in another way, a more cost-efficient way by hotels.

Industry change 3: Hyper-flexible deposits

A hotel owner recently extolled to me the virtues of having the deposit percentage determined bytariff whereby a different deposit percentage is taken from the customer depending on the date ortariff or room type i.e. some tariffs may ask for a 0% deposit whilst others for 100%

Industry change 4: iPads here, there and everywhere

The impact of iPads has already had plenty of press coverage. Articles have detailed everything fromit being used as a newspaper reading device in hotel bedrooms, restaurant staff using it as a

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Haw the game is changing in India (over the decade)

Factors influencing the change-

1)the Indian economy

India's GDP has grown at an impressive 8.5% during the six years spanning 2003/04-2008/09. The recent global financial crisis has only reduced the rate by 2-3 percentage pointsand even then the economy continues to grow at the annual rate of 6% following the threequarters after the meltdown. Several domestic and global agencies have recently applaudedthe Indian economy's resilience and have projected a growth rate of 7% in 2010 and 7.5% for 2011. India reduced its central fiscal deficit from 8% of the GDP in the early 1990s to 2.5%in early 2008

Key game changers-

y India's exponential FDI growth likely to continuey Indian demographics, the right fit for global business audiencesy Continued growth of projected GDP, at more than 7% in the years aheady Resilient economy, only marginally affected by the global financial crisisy Exponential service sector growth, with emergence of BPO, Telecom and other sectors

2)maturing of Indian hotels market

about a decade ago, there were really only a handful of major hotel markets in India, namelythe four metros and possibly a Bangalore or a Goa, a result of businesses primarily beingbased in and needing hotel rooms in these cities. Thus, while visitors to these major cities hada choice of several luxury and upscale hotels, affiliated with both domestic and internationalbrands, the availability and quality of hotels declined significantly when venturing to thesmaller cities.

In the last decade, as the major cities developed rapidly, real estate prices soared, and the costof setting up and sustaining business operations in these cities became prohibitive.Companies, therefore, started looking at other cities in the country where costs were lower which resulted in the ascent of cities such as Hyderabad, Pune, Jaipur and A hmedabad. A s aresult of these dynamics, there are currently about 10 to 12 main hotel markets in the country,all of which offer a variety of branded product offerings across different positioning

Key game changers

y Emergence of secondary and tertiary citiesy Emergence of micro-marketsy Continued marketing of Brand Indiay Continued improvement of infrastructure in Indian cities and townsy Ease of attaining Indian visasy Development of India's image as a safe, secure and friendly destination

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y Development and marketing of niche tourism like medical tourism, religious circuits,adventure tourism etc.

3)hotel brand exposions in india

In the year 2000, hospitality in India was primarily dominated by the domestic players,namely Taj Group of Hotels, Oberoi Hotels & Resorts, ITC Hotels, and the governmentowned ITDC (The India Tourism Development Corporation Ltd) Hotels, with only a handfulof international brands having a token presence in the form of marketing alliances in India.A lso, while some of today's home-grown hotel chains like Leela, Bharat Hotels, Sarovar andA sian Hotels were around at that time, they were for the most part single-asset owners.

Key game changers

y Entry of most major international brandsy Changing perception of Indian markets as a lucrative opportunity among international brandsy

Growth of the Indian middle class offering a large consumer base of more than 1 billionpeopley Educated and well exposed Indian audiences, likely to accept global brands wholeheartedlyy Expected emergence of branded budget and economy hotels

4) India The MICE Business Opportunity

In 2000, we had only 2.6 million international visitations. India played host to 5.13 millionarrivals in 2009, slightly down from 5.37 in 2008, owing primarily to the contraction in theglobal economy. When compared to some of the other A sian countries this is still a sad story,but one with immense potential and a tremendous growth opportunity. While the state andcentral governments focus on 'Incredible India' to bring in tourists, we believe an equal

interest needs to be adopted by them to attract and grow the MICE (Meetings, Incentive,Conventions and Exhibitions) segment as it has the potential to change the face of severalupcoming Indian cities.

Key game changers

y Growth of science and technology related industries like biotechnology and pharmaceuticalsthat then host large conferences

y Growth of the manufacturing sector y Increased interest in India as a travel-worthy destinationy Successful and replicable model in HICCy Expected emergence of dedicated convention centres in more cities

5) H ospitality Marketing Trends

Ten years ago, the marketing mantra that worked best for hotels was the creation of a brand;make it exclusive, market the experience as surreal and the customer's decision to purchasewas expected to automatically follow suit. This worked at that time because there was anarrow playing field with few domestic and international hotel chains in the country. Notsurprising then that in 2010, India has seen an increased supply of international and domestichotel chains that now volley with independent hotels for market share.

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Key game changers-

y Broadening of the playing field with entry of many domestic and international hotel chainsy Well educated, travelled and experienced customer basey Evolution of the brand from a one-way communication stream to a two-way one that

accommodates customer needs and experiencesy Consistent delivery of brand promises and customer experiencesy Marketing equations changing in favour of the customer with online channels like Web 2.0

and social networking

6)hotel development costs

In the past ten years most commodity prices have gone up. Development costs havealways been a challenge for anyone looking to build a hotel in India. The land cost hasincreasingly become a significant portion of the development cost for any project,accounting for 30-50% of the total development cost, while the same equates to about 15-20% internationally

Key game changers

y Likely rationalization of land costs, due to the recent economic conditionsy Increased import of material from global sources, as long as quality goods are availabley Expected rationalization of costs, with government intervention in relaxing the license processy Expected rationalization of per key development costs, with entry of brands across all

positionings

8. Food & Beverage (F&B) Concepts

Ten years ago, when one talked about 'eating out' at a standalone restaurant, for themost part it meant going to Kwality, Gaylords or Nirulas. Today, F&B offerings inIndia have evolved and are fast making a mark for themselves in the global F&Barena, too.

Until recently, five-star hotel restaurants were considered the epitome of fine dining

experiences in the country; however, the rapid growth in standalone restaurants isseriously challenging the former for top honours. With a well travelled upwardlymobile consumer, new and trendy food concepts are a rage in the Indian F&Bbusiness. Of late standalone restaurants like Indigo, Tote, Olives, Tetsuma, Trishna,Zest, Smoke House Grill, to name a few have raised the bar for the F&B offeringsacross major metros; each outlet has a unique selling proposition (USP) that hasbecome its claim to fame

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Key game changers-

y Rapid growth of standalone restaurantsy Well-travelled customer open to fine dining experiencesy Entry of restaurant-focused fundsy Focus on Interior design, a priority for restaurants

9 . Manpower - The H uman Element

In the year 2000, Human Resource Managers were gearing up to recruit large numbers of manpower for the ambitious expansion plans that hotel companies had envisioned, post theopening up of the Indian economy. A dditionally, managers were also beginning to experiencethe occurrence of attrition, an event that had been relatively low in frequency in the past.

With the opening of the Indian economy, several international companies rushed to establishtheir base in India. They, however, soon realized that their plans would need to be

supplemented by effective and expressive liaisons that were somehow not available in bulk inthe market. This created a spate of high-salaried job profiles whose primary function wasidentical to those of the employees within the hospitality industry service

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DEM A ND DRIVERS

The hotel and restaurant industry of India was Rs. 658.89 billion during 2007-

08.Travel & Tourism Industry of India was valued at US$35.73 billion in 2007,

contributing3.56% to Indias GDP. The number of foreign tourists arriving to India reached

5.08million compared with 4.45 million in the year 2006, showing growth of 14.16%.

Indiasshare in international tourist arrivals at global level gradually improved from 0.46%

in2004 to 0.49% in 2005 and further to 0.52% in 2006 and 0.56% in 2007.

The number of domestic tourists in India was 526.57 million compared with 461.76million -

in 2006, showing growth of 14.03%. There are 1,437 hotels approved andclassified by the

Ministry of Tourism, Government of India, with a total capacity of 84,327hotel rooms as on

December 31, 2007. Indian hotel industry is currently adding about60,000 quality rooms,

which are expected to be ready by 2012. International Tourist Traffic

The foreign tourist arrivals in India increased at C A GR of 5.5per cent from

2.29million in 1996 to 3.92 million in 2005. Significantly, the bulk of international arrivals

intoIndia, both in 2004 and 2005, have been business travelers. Main reason for this increase

has been following fundamental factors:

Indias strong GDP growth.Opening of sectors of the economy to private sector/ foreign investment.Strengthening of ties with the developed world.Reforms in aviation sector which led to better connectivity with many countries (such asA SEA N) and created additional capacity on existing routes (for e.g. US A , Middle East).

A lso, introduction of low cost airlines also contributed to the demand. The increase

ininternational flights, seat capacity and frequency into the country and the decision to

allowprivate airlines like Jet A irways and A ir Sahara to fly overseas has had a positive

impacton tourist and business arrivals into India, by way of providing additional seats to17

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forward? Meeting planners increasingly will require green practices as they select their

meeting destinations. What hotel companies and cities will be best positioned totake advantage of this trend?21

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There is a need for a greater environmental presence at the lodging industry's

largest trade shows. Will that happen in 2009? The National Restaurant A ssn. showin

Mumbai will feature a Green Restaurant Products Pavilion for the second year. Itwill be 40

percent larger than last year. Other major industry shows -- theInternational Hotel/Motel &

Restaurant Show and the many large hotel chainconferences -- should consider similar

setups. Green lodging certification programs are popping up at the state level around the

country. National level programs also continue to grow in India. Will 2009 be theyear when

stakeholders in these programs start to talk to one another with the goalof establishing one

green hotel rating system? Greenhouse gas/carbon offsetting programs are becoming more common. In 2008,

Vail Resorts announced it will offset 100 percent of its energy use by purchasingnearly

152,000 megawatt-hours of wind energy. What other companies will joinVail Resorts and

others in doing this in 2009.

These are just some of the environment-related issues the lodging industry will face in

theNew Year. A s you meet with your management teams this month, be sure to

setmeasurable, green goals and make the environment a priority. If you do so, you can be

surethat 2009 will be a much more profitable year for everyone

Technological changes

The hospitality industry has gone through tremendous change over the last decade, someofwhich being dictated by technological advances, such as the shift from legacy to newtechnology. Other changes such as the increased use of the internet spawned a plethora of new opportunities along with new intermediaries.

New technology and improved business processes have had an enormous impact ontransforming this industry - real-time access to inventory, transparency across multiplechannels, campaigns targeted with laser precision at niche segments, seamless exchange of

operational information and key performance data have had a profound impact on theindustry.

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Luxury consumer behaviour(emerging market)

Consumers of luxury products and services, especially in emerging markets, are becomingincreasingly selective in how they allocate their spending budgets. They not only spend lessbut are also becoming more aware of the price / quality ratio. A nother important definingcriteria in purchases of luxury goods is the investment aspect of the product. Consumers arelooking at non seasonal and durable products, hence the success of the classic brands whichhave never compromised on the quality of their products. There is an increased awareness of raw materials, with consumers paying attention not only to their quality but also to thestandard of processing. A nd these are just some of the changes in consumer behaviour broughtabout by the international crisis, some of these changes being applicable at an

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international scale, some are specific to certain geographical areas. For instance, in themature markets of A sia such as Japan, Hong Kong and Singapore, luxury consumers aremore and more influenced by the ''shame factor''. Consumers have become ashamed todisplay their wealth by wearing luxury brands and that is why, on the major luxury shoppingstreets, one could notice how more and more consumers are careful to carry mass market

brands shopping bags, along with those of major luxury brands.In Eastern European markets,including Russia and Ukraine, luxury consumers are becoming more discreet about their shopping sprees, bringing less attention to themselves.

challenges for hospitality industry

1.Shortage of skilled employees: One of the greatest challenges plaguing the hospitalityindustry is the unavailability of quality workforce in different skill levels. The hospitalityindustry has failed to retain good professionals.

2.Retaining quality workforce: Retention of the workforce through training and developmentin the hotel industry is a problem and attrition levels are too high. One of the reasons for thisis unattractive wage packages. Though there is boom in the service sector, most of the hotelmanagement graduates are joining other sectors like retail and aviation.

3.Shortage of rooms: The hotel industry is facing heavy shortage of rooms. It is estimatedthat the current requirement is of 1,50,000 rooms. Though the new investment plan wouldadd 53,000 rooms by 2011, the shortage will still persist.

4.Intense competition and image of India: The industry is witnessing heightened competitionwith the arrival of new players, new products and new systems. The competition fromneighboring countries and negative perceptions about Indian tourism product constrains thegrowth of tourism. The image of India as a country overrun by poverty, political instability,safety concerns and diseases also harms the tourism industry.

5.Customer expectations: A s India is emerging as a destination on the global travel map,expectations of customers are rising. The companies have to focus on customer loyalty andrepeat purchases.

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6. Manual back-end: Though most reputed chains have IT enabled systems for propertymanagement, reservations, etc., almost all the data which actually make the company work are filled in manual log books or are simply not tracked.

7. Human resource development: Some of the services required in the tourism and hotelindustries are highly personalized, and no amount of automation can substitute for personalservice providers. India is focusing more on white collar jobs than blue collar jobs. Theshortage of blue collar employees will pose various threats to the industry.

Case study on hotels(visit to the hotels)

1)Radisson D eluxe Noida hotelWith contemporary architecture, warm hospitality and a convenient location, this hotel is sureto please both business and leisure travelers. A s the first and only five-star hotel in Noida,this hotel is a cut above the rest and features services and amenities that set it apart from other Noida hotels. The hotel is well equipped with a highly enabled and enhanced security system.The hotels food & safety management system is ISO 22000 (9000 & H A CCP) certified.

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Facilities

Tucked into the sprawling suburbs of India's biggest metropolis, our Delhi accommodationsoffer 126 fabulous rooms including Deluxe, Club, Crescent and Prescent and executivesuites.

Our attractively decorated accommodations in Noida feature:

y High-speed Internet accessy Breakfast rate exclusive of 13.5% V A Ty Choice of newspaper in roomy Digital safey Fresh fruit basket in room upon arrivaly Health Club including gymnasium, steam room and sauna - complimentaryy Iron/ironing boardy One bottle of packaged drinking water per dayy Tea/coffee maker y Voicemail facility

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Noida,hotel's services include:

y 24-hour securityy Banquet facilitiesy Brasserie - open 24 hoursy Business Center y Children 12 and under stay free in the same room as an adult without extra bedy Currency exchange for room guests onlyy Health Club and Spay Outdoor pooly Safety deposit boxes at receptiony Unisex Beauty Salon

Special packages offered.

Espace Wellness Package in Noida Valid till 31st December 2011. Price startingat INR 25,000.

Taj Mahal Package in Noida Enjoy a Day Trip to A gra (Taj Mahal) andNoida Local Shopping A rea

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Noida, IN Rejuvenation Package Buffet Breakfast, 20 Minute Jet LagMassage and Lunch/Dinner

Noida, IN A dvance Purchase Package Bookable 21 Days Prior, Price Starting fromINR 7000

A meeting with the Radisson people and some primary information

It comes under the carlsons group and includes regent hotels,park plaza,country inn.etc.

Number of departments in Radisson-:

1)Executive director office

2)sales and marketing

3)human resource

4)banquets

5)purchase

6)security

7)escape

8)projects

9)marketing and development house

10)training

11)housekeeping

12)food and beverages

13)business

14)engineering

15)front office

16)pitshop

17)finance

18)stores

19)IT

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F&B CONTROLS:-

y Made in indiay Rare eastern dinning(Chinese cuisine)y Sat s18(coffee shop)y

Bar y 2banquets

Security measures

y Scanner-at the gate entry there is a scanner which scans everyone who comes in thepremises and wants to go inside the hotel.the person cannot meet without an prior appointement .

y Id-card -your id card is made before you go inside with proper time in and time outdetails on it,mentioned on it is the name of the concerned person you want to meet

,firstly they will connect you on the pjone only if the permission comes you can gofurther..!

y Cctv- a closed tv circuit is placed at d main office giving a clear record of all theactivities that are goin on in the premises,supervisor monitor is also there at thereception.

Per Room equipments:-y Wifi connectivity throughout the premisesy Lcd screen(size differs with the room rates)y

Dvd player y Centrally air y Radioy Jaccuziy Gymy Space (health club),spa,saloon

Special provisions for the loyal members

They offer membership cards for the special customes which have manybenefits that they can avail the benefits of that prestige club if they aremembers of that.

y There are 12 special luxury rooms that are the most expensiveones,equipped with all the modern facilities and extra charges than thenormal room.

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y 2 rooms for physically challenged,for handicapped adds value to their old tradition of valuing customers as they are.

y They also told us that some new equipments have been installed intheir primises as well as office place which are very expensive but theycould not tell us the rate because of data security n disclosure.

Employee motivationy On daily basis training and motivation programmes are held

with the employees.y Bravo certificate is recommended from the guests to the

employees whose performance is above expected whichmotivates them to work with the same hard going spirit allthrough.

y

Staff party is organised on monthly basis giving a break to theemployees from their daily hectic routine and encourages themto stay longer with the hotel.

y Movies of the months are also being shown to theemployees..all are taken out for a day for enjoyment.

These are the following boards which we noticed in the hotel basement:-

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2)fortune hotels (inn grazia)

Fortune Inn Grazia Noida H otel - New D elhi D escription The Fortune Inn Grazia Noida Hotel is located only 30 km (18 miles) away from the airport

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and close to the city center of New Delhi.The hotel has a total of 42 well-appointed roomsdesigned with the guests' comfort in mind.Each guestroom features amenities such as nonsmoking rooms, air conditioning, bathrobes, daily newspaper, hair dryer, internet access(wireless), ironing board.This beautiful New Delhi accommodation provides room service24hr, elevator, coffee shop, bar/pub, laundry service/dry cleaning, meeting facilities ,restaurant, safety deposit boxes to suit all guests' utmost convenience.For guests to unwind,the hotel offers a variety of facilities and services including massage, gym/fitness facilities,sauna, steamroom, spa, pool outdoor.This hotel is characterized by a combination of moderncomfort and traditional element of New Delhi, making it a distinct accommodation. To book a room at the Fortune Inn Grazia Noida Hotel, please select your dates of travel and completefill out our secure online booking form

.

Fortune Inn Grazia Noida H otel - New D elhi classifies itself as a 4 star hotel.N.B. Please note that the star ratings are interpreted generously by the hotels in manycountries

Fortune Inn Grazia Noida H otel - New D elhi Facilities N.B. Please note that these are considered correct at the time of publishing, but may nolonger be available. If any of the facilities are absolutely essential for you please check whenbooking. Please do not assume that all are included in the room rate.

Fortune Inn Grazia Noida H otel - New D elhi H otel Facilities y

Babysittingy Bar Puby Business Center y Coffee Shopy Conciergey Disabled Facilitiesy Elevator y Hotel A irport Transfer y Laundry Service Dry Cleaning

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y Meeting Facilitiesy Restauranty Room Service 24Hr y Safety Deposit Boxesy Valet Parking

Fortune Inn Grazia Noida H otel - New D elhi Room Facilities y A ir Conditioningy Bathrobesy Coffee Tea Maker y Complimentary Bottled Water y Daily Newspaper y Dvd Cd Player y Hair Dryer y In Room Safey Internet A ccess Wirelessy Ironing Boardy Mini Bar y Non Smoking Roomsy Satellite Cable Tvy Shower y Television Lcd Plasma Screen

Fortune Inn Grazia Noida H otel - New D elhi Sports and Recreation y Gym Fitness Facilitiesy Massagey Pool Outdoor y Saunay Steamroom

Primary information given to us on our visit to the hotel:-

Fortune parks ltd is a business hotel meant for global business travellers not for leisurepurpose.it has 61 alliances and belongs to ITC started in 1965 ,its been 35 yrz.taj,oberai,ITCare the main players.

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Branches:

Fortune select in Ghaziabad (rooms 9+)

Fortune inn(42 rooms)

The premises have:- Two f&b outlets Two banquets(450+ capacity) Restaurant-earthern oven(authentic north cuisine) in which they keep menu of the day

special items for the day,etc. Fortune delight(resto-bar,liquory,confectionery) Room service Health gym Spa Massage,steam,sauna and swimming

Wi-fi connectivity (net is accesbile from any floor to any room) Centrally air conditioned Special room amenities available.

Room details

Standard room (rent per day rs8,000)

Club room(rent per day rs 9000)

Size of the room differs,lcd size,amenties in the room and the facilities.

ITC COLLINI A RY (specialcustomer cards) cards are accepted in f&b and rooms.

Total number of departments:-

1)front office(10)

2)food and beverages(30)

3)food products(25)

4)house-keeping(20)

5)engineering(10)

6)finance(purchasing)(8)

7)sales and marketing(4)

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8)HR and training(2)

9)security (9) includes cctvs,hmd,dmfd)

MA

JOR CHA

NGES MA

DE IN THEIR HOTEL Tied up with different corporations,services,private amenities are improving day by

day in tha past one year. Introduced single lady pouch Cab facility,packages Continental plan(complimentary breakfast) Increase in prices with the increase in room services A rrangements for long term staying guests,celebration of their birthdays n special

occasions.

Employee schemes

Employee motivation programmes when he works beyond his profile and thework assigned.

Staff are rewarded for the outstanding housekeeping work they do daily. Departemental quiz inter-departemental houses are made to encourage

motivation and co-ordination among the employees. Birthday celebrations Every quarter staff dj party and dinner is organised to make employees

rejoiced