ACKNOWLEDGEMENT

I would like to thank Rev. Fr.Dr.J.Felix Raj S.J.(Principal),Rev.Fr.Dr.Dominic Savio S.J.(Vice Principal of B.com Morning) for rendering enormous support and providing this grand opportunity to me to present this project. Their contribution to this defies description.

I would like to render special thanks, packaged with sincere gratitude and respect to prof. Tridib Sengupta who has been my academic guide and has stood by me all the time even after the college hours and has aided me to an unaccountable extent.

It’s my privilege to have worked with The Oberoi Grand, Kolkata. The whole of my internship as well as the project would not have been possible without the support of Mr. Shiraj Shikhar ( Director of Sales, The Oberoi Grand, Kolkata), Mr. Shashank Menon ( Manager sales, The Oberoi Grand, Kolkata). So i would like to convey them my heartfelt gratitude and thanks as well.

Last but not the least, I would like to thank my parents as well as my dear friends who have equally contributed in making this project a successful one.

OBJECTIVE OF THE STUDY

1 | P a g e

The primary objective of this study was to have a detailed analysis on the hospitality industry. India faces a huge challenge of being "under roomed" while the economy is growing rapidly. This provides for a huge opportunity for hospitality industry. A lot of large real estate developers are also investing into this business to bridge the demand-supply gap and leverage the opportunity.

The secondary objective was to have an outlook on Oberoi hotels and cruises.

T he final objective of the study was to find the ARR, Revpar and Occupancy of top four five star hotel in Kolkata specially focusing on THE OBEROI GRAND. The data collected were mainly of the secondary type. The objective was to find the hotel performance based on actual and forecasted sales, rooms sold for the period.

2 | P a g e

EXECUTIVE SUMMARYHotel operators and observers often employ industry-wide averages as key points of comparison and analysis for room rates, occupancy, and revenues. The use of simple averages, however, can be misleading if one does not take into account the possibility that a mean will be pulled in one direction or another by extreme values. This analysis of three industry averages shows that those averages are, indeed, subject to distortion, or skew. The analysis, which examines figures for top four hotels in kolkata determined that the means for average daily rate (ADR) and revenue per available room (RevPAR) are skewed in a positive direction by hotels with extremely high rates.

On the other hand, occupancy is skewed in a negative direction by a group of hotels with inordinately low occupancy levels. Many of the extreme values are found in the top-25 markets, which have hotels with inordinately high ADRs. However, each of the top hotels shows a distinctive rate and occupancy pattern. The pattern of skewed operating statistics carries over into individual lodgingsegments. The greatest distortions arise in the luxury and upscale segments, while economy and budget hotels record more consistent (normally distributed) statistics. Finally, the analysis shows that although the events of created much turmoil for the industry, the hotel business had already cooled substantially from its record pace of a year earlier. In conclusion, managers must be careful in applying overall industry statistics to their own situation and should take into account the factors that distort operating statistics

The first part of the project concentrates on the history of hospitality industry and is current scenario. The second part of the project focuses on THE OBEROI GROUP of hotels. And finally the project ends with THE OBEROI GRAND sales. The main focus is on the occupancy, ARR and Revpar of the hotel. The data collected are mostly secondary data.

3 | P a g e

4 | P a g e

CHAPTER:1

OVERVIEW ON HOSPITALITY INDUSTRY

HOSPITALITY INDUSTRY-OVERVIEW

In an increasingly competitive employment arena, African Americans must prepare for and secure strong, definite jobs which lead them to long-term realistic career options and opportunities. 

One of the fastest growing sectors of the economy of our time is the hospitality industry. The hospitality industry alone is a multi-billion dollar and growing enterprise. It is exciting, never boring and offers unlimited opportunities. The hospitality industry is diverse enough for people to work in different areas of interest and still be employed within the hospitality industry. Think about this: It makes sense to prepare for a job in which you have numerous opportunities for advancement, because it is an economic advantage for you in the long run. 

The hospitality industry pays those well who have prepared well

Hospitality management involves the planning, organizing, directing and controlling of human and material resources within the lodging, restaurant, travel and tourism, institutional management, recreational management and meeting and convention planning industries. All of these separate yet related segments of the hospitality industry are interrelated to deliver kind and generous services to guests.

The hospitality industry is one of the oldest businesses in history. People have always gone out to eat sometimes and traveled for work or leisure purposes. However, the face of the hospitality industry has changed drastically. Brenda Scott, president and CEO of the Mobile, Ala., Convention and Visitors Corporation, agrees and says; demographically the world is changing. By the year 2000, 45- 50 percent of the workforce and consumers will be non-white. Not only has the industry expanded to include areas such as tourism and meeting and convention planning, but also the face of the workforce in substantial positions has expanded to include all races and colors. The explosion of growth in the hospitality industry demands highly qualified people trained in hospitality management to fill rapidly opening positions.

Although African Americans have had a wealth of experience in hospitality, it has not always been positive. In the past African Americans have usually performed in low-level managerial positions in hospitality operations holding positions from the lowest realm in service to now having the realistic opportunity of becoming general managers.

The present hospitality industry is extraordinarily healthy and viable and as a result offers excellent opportunities for African Americans in each of the segments; restaurant management, lodging management, recreational management, travel and tourism, meeting and convention planning and institutional management. Scott announces good news: the opportunities are there. The globalization of the hospitality industry creates the availability of jobs in virtually every city in the world. Ed Moore, Jr., regional recruiter for Applebee's International says the restaurant industry is a wonderful field to be in, especially in the 90s. He further states, oftentimes young adults think of flipping burgers when they think of the business. That is not all there is to it. There are positions in middle management as well as the corporate office. We are talking about jobs that range from $26,000 to $100,000 plus. In the growing field of hospitality, it is projected that by the year 2000 an additional two million people will fill new jobs in the industry. According to the U.S. Department of Labor, in the

5 | P a g e

next decade nine out of ten new jobs created will be in the service industry. Through the year 2000, positions for hotel managers are expected to grow faster than the average for all occupations, as reported in the Occupational Outlook Handbook, a publication of the U.S. Department of Labor. It is estimated by Kelley Notes that by the turn of the century the lodging industry will create over 500,000 additional entry-level positions. Kelley Notes also estimates in less than a decade, travel and tourism will become the nation's number one employer with one of every five Americans working in some segment of the hospitality industry.

African Americans do well to actively prepare themselves and aggressively seek employment in the hospitality industry. They should especially investigate opportunities in meeting and convention planning, and travel and tourism. These two areas are hot spots of the industry and presently offer outstanding opportunities for prepared students.

To help African Americans prepare for a successful hospitality career, completing a college degree in hospitality management and/or related area is a great beginning. Phillip Cunningham, general manager of the Tuskegee University Kellogg Conference Center, believes that success for African Americans in the hospitality industry means being flexible in business and in personal life, understanding the true meaning of customer and employee service, and knowing the job that you are asking others to perform. In addition says Cunningham, with the onslaught of public held hotel companies, today's industry professional must understand how to make a profit. Having great customer skills no longer promotes you to the top. A degree in hospitality management with a strong emphasis in business administration strengthens your preparation for the industry. In additional to classroom preparation, junior and senior students especially should seek hands-on opportunities such as internships, shadowing experiences and mentoring relationships. Internships are very beneficial to students in that they provide immediate access to the real work world and also are the time for students to make mistakes as they learn. These experiences also provide the graduate with a strong level of preparedness for entry-level positions. 

Moore contends that students must be prepared and learn as much as possible while still in school. He feels that their education should give them a good solid background before they seek employment in the industry. For those who have properly prepared themselves, entry-level positions may include but are not limited to manager trainee internships, unit manager, food and beverage director, operations manager, sales and marketing, human resources, front office supervisor, executive housekeeper, director of housekeeping, controller, conference manager, rooms divisions manager, travel consultant, meeting planner, events planner, and the assistant manager position in all segments of the industry, etc. In planning and preparing for a successful career in hospitality, take advantage of in-house management training programs and seek mentors which will increase the potential of a steady and timely progression in hospitality. Students obtaining degrees in hospitality are prepared to seek employment in hotels, restaurants, travel and tourism destinations, convention and visitors bureaus, health care facilities, airlines, recreational facilities, and management/contract services, etc.

Successful African Americans in hospitality recognize their role and the importance of mentoring incoming students interested in hospitality management. According to Phillip Cunningham, historically African Americans have not achieved the same level of success in the industry, due to the lack of corporate mentors. It is extremely important to identify people

6 | P a g e

who can help you achieve your goals. Often this means the mentor takes on additional responsibilities without being paid, works more than 50 hours a week, and moves from city to city. Scott agrees that mentoring as well as helping to place students is a responsibility that all successful role models in the industry should take on. She further charges herself as well as fellow colleagues to, assist students' progression in the industry by making opportunities available and by developing outreach programs to disseminate information to students and professionals.

Although competition is tough, well-prepared students can expect steady opportunities for advancement. However, explains Scott, students can compete by participating in internships and working any and every job available in the industry. She also says, if students are to progress upward to managerial level positions, they need practical experience and must have a positive attitude. Overall she feels the most important thing a student can do to be successful is, plan and prepare, have a willingness to work, and be passionate about your career. The industry is very demanding but rewarding and appreciates those who have paid their dues so to speak. Hospitality companies are looking for confident, well-adjusted individuals with good communication and interviewing skills. In his role as a regional recruiter, Ed Moore, Jr. states, verbal skills are of concern and that students should learn how to articulate well. However, he continues, one of the glaring areas of concern that I have noticed is students are not ready for the interview. This is something that you will need to practice with an experienced person or professional.  

Recognizing a shortage of African Americans in key positions in the industry, African- American college graduates are zealously sought and offered substantial positions. To help the industry achieve its goals, many historically Black colleges and universities serve as clearing houses for qualified African-American graduates in hospitality management. This affords colleges and universities the opportunity to maintain ongoing relationships with industry personnel as well as receive constant feedback on the expectations of industry regarding entering employees.

Interested in a career in hospitality management? Where do you go from here? First, complete your college degree in hospitality management and/or related major. Work whenever and wherever possible in any segment of the hospitality industry, be flexible, find a dedicated and concerned mentor in the segment of the industry which interests you most, and talk to successful African Americans in the industry, organizations, and who are in positions of leadership in the field of hospitality management.

The following organizations listed focus primarily on the needs and concerns of African Americans and other people of color in the industry, as well as serve as a clearinghouse for information and opportunities for students, faculty and the industry.

Preparation inside and outside of the classroom is vital to a progressive and successful career path in the hospitality industry. The opportunities are great, advancement is realistic, and success is attainable.

Hospitality industry is a major employer. The industry includes service sector work like tourism and food service. It suffers from more economic fluctuations compared to its peer industries.

7 | P a g e

The hospitality industry is major service sector in the world economy. The industry encompass an extensive variety of service industries that include food service, tourism and hotels. Hospitality industry suffers from fluctuations within an economy every year.

Hospitality industry can be empirically divided into two parts: entertainment areas like clubs and bars, and accommodation. Accommodation takes the form of public houses, resorts, inn, campgrounds, hotels, hostels, serviced apartments, and motels. The clubs and bars category include restaurants, fast foods, and nightclubs.

The hospitality industry also includes tourism support commercial activities like airline cabin staff and travel agents. Travel technology like applied information technology (IT) and its workers in hospitality, travel and tourism are included in the hospitality industry. Corporate entertainment is also a very thriving activity amongst corporation.

A hotel is an establishment that renders lodging in lieu of payment. This lodging is usually given in exchange for a specified predetermined amount of money. Modern hotel rooms come equipped with climate control and attached bathrooms. Higher end hotels offer guests internet connectivity within rooms and also throughout the premises. A combination of meals and accommodation comes as a package in most hospitality establishments. Hotels are usually managed by professionally qualified managers. Junior workers usually maintain the hotel. Functions like cooking is usually done by professionally trained chefs.

Nightclubs are entertainment venues where dancing is accompanied by light snacks and drinking. Apart from service personnel like waiters and cooks, nightclubs employ disc jockeys (DJs) and stand up comedians as part its varied attractions.

Fast-food restaurants now form a major part of the hospitality industry. These restaurants employ an optimal number of personnel for providing customer service. Food may also be sold from kiosks.

Corporate entertainment refers to private events held by companies for clients, stakeholders or staff. It can be in the form of conventions or conferences where a large audience is involved. Or it can be small and more private affairs like company annual parties, away days and concerts etc.

Low entry level

Hospitality industry are characterized by a large number of employees. Both white collar employees and blue collar workers may find gainful employment. Entry level jobs usually require no formal education. Professionals in the hospitality sector are usually qualified with trade certificates and college degrees. Many hospitality schools offer specialized courses of study in one particular aspect of the industry.

8 | P a g e

HOSPITALITY INDUSTRY IN INDIA

Hospitality segment, just like many other segments in India is booming at an unprecedented pace. India faces a huge challenge of being "under roomed" while the economy is growing rapidly. This provides for a huge opportunity for hospitality industry. A lot of large real estate developers are also investing into this business to bridge the demand-supply gap and leverage the opportunity.

A number of cities have blossomed with suburban "Silicon Valley" type Special Economic Zones (SEZs). This is mostly driven due to strong growth in IT, BPO segments, increase in foreign travelers, emphasized focus on tourism by government, affordable airlines fares, etc. Several other factors such as Commonwealth Games in Delhi are fueling the need further. The middle class is becoming more prosperous and native Indian tourist travel is growing rapidly, particularly in places such as Goa, Kerala and Rajasthan.

Bangalore, Hyderabad, Chennai, Gurgaon, Pune and the suburbs of Mumbai are the areas attracting international investment and as expected, are the cities with the largest development pipelines. Combined, these cities account for 89 of the 161 projects in the pipeline and 16,734 guestrooms, which is 68% of the rooms in India's total pipeline.

Of the 161 projects in India's pipeline, 100 will have 4 and 5 star designations. The other 61 are 1, 2 and 3 star developments. A number of them are new economy brands recently designed for the Indian market place. Taj's Ginger Hotels is one such brand, Lemon Tree and Red Fox are others in this category.

Almost all the major hotel operators such as Starwoods, Hilton, Intercontinental have significant growth plans for India and have multiple projects in works or in pipeline.

The Growing Indian Hospitality Industry

India has the potential to become the number one tourist destination in the world with the demand growing 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 excellent beaches, 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 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. (source: HVS)

9 | P a g e

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.

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 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

 TABLE:1

Number of hotels and restaurants in India:

Hotel category No. of Hotels  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  

10 | P a g e

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, 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

 Facts and Figures of Indian Hospitality industry:

Tourism is presently the most important civil industry in the world. The hospitality industry is second only to the global oil industry in terms of turnover, and is, by far, the largest employer around the world. Ten percent of the world's work force is in the tourism industry, and 10 percent of the world's GNP comes from tourism. 

Foreign tourist arrivals to India increased from 5.13 million in FY09 to 5.5 million in FY10, thereby resulting in a increase of 7% YoY. . Foreign Tourists Arrivals (FTAs) during the period January-October 2010 were 4.32 million with a growth rate of 9.9 per cent.The tourism ministry has set a target of 10 million tourists by 2010. The World Tourism Organisation has predicted that India will receive 25 million tourists by 2015. 

According to the latest Tourism Satellite Accounting (TSA) research, released by the World Travel and Tourism Council (WTTC), the demand for travel and tourism in India is expected to grow by 8.2 % between 2010 and 2019. This will place India at the third position in the world. India's travel and tourism sector is expected to be the second largest employer in the world. Capital investment in India's travel and tourism sector is expected to grow at 8.8 % between 2010 and 2019. The report forecasts India to get more capital investment in the travel and tourism sector and is projected to become the fifth fastest growing business travel destination from 2010 through 2020. 

According to the Tourism Satellite Accounting (TSA) research, released by World Travel and Tourism Council (WTTC) and its strategic partner Oxford Economics in

11 | P a g e

March 2010:. The contribution of travel and tourism to Gross Domestic Product (GDP) is expected to increase from 8.6 per cent (US$ 117.9 billion) in 2010 to 9.0 per cent (US$ 330.1 billion) by 2020.. Export earnings from international visitors and tourism goods are expected to increase from US$ 11.1 billion in 2010 to US$ 33.6 billion in 2020.. Travel and tourism investment is estimated at US$ 34.7 billion or 7.2 per cent of total investment in 2010. By 2020, this should reach US$ 109.3 billion or 7.7 per cent of total investment. 

The World Travel and Trade Council, figures indicate that the Indian tourism demand is expected to grow at 8.8% from 2007-2016. According to the World Travel and Tourism Council, revenue from foreigners traveling to India is expected to grow to US424 billion by 2015. Indians traveling in India as well as abroad are expected to spend US$63 billion by 2015. 

As per the Travel and Tourism Competitiveness Report 2009 by the World Economic Forum, India is ranked 11th in the Asia Pacific region and 62nd overall, moving up three places on the list of the world's attractive destinations. It is ranked the 14th best tourist destination for its natural resources and 24th for its cultural resources, with many World Heritage sites, both natural and cultural, rich fauna, and strong creative industries in the country. India also bagged 37th rank for its air transport network. The India travel and tourism industry ranked 5th in the long-term (10-year) growth and is expected to be the second largest employer in the world by 2019. 

To encourage the tourism sector, the government in recent times, has taken some measures which will benefit the sector. In FY09, Rs.5.2 bn for development of tourism infrastructure was allocated. This figure is higher by Rs.970 m as compared what was allocated in the previous year. However, it is only 1% of the total government spending. RBI has allowed ECB upto US$ 100 m in January 2009, which would help in raising funds. The Centre and States are also working out a PPP (Public-Private-Partnership) model to increase hotel capacity. 

The hotel and tourism industry's contribution to the Indian economy by way of foreign direct investments (FDI) inflows were pegged at US$ 2.17 billion from April 2000 to September 2010, according to the Department of Industrial Policy and Promotion (DIPP). 

The who's who of the world of international fund companies - Blackstone, Morgan Stanley, Walton Street Capital, Starwood Capital, Merrill Lynch, Westbridge Capital, Lehman Brother are looking to invest in the hospitality sector. 

Around 500 million domestic tourists are projected to travel across India by 2010 compared to around 325 million in 2006 and growing at over 10% annually. 

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. 

12 | P a g e

In India, the industry supports 48 million jobs, directly or indirectly or 8.27 per cent of total employment and accounts for 5.83 percent of the GDP, according to Department of Tourism estimates. 

According to an HVS International report average employee to room ratio is 1:8 in Indian hotels across all markets and drops to 1:5 for three star category of hotels. The report also states that the hotel sector would need a fresh workforce of atleast 94,000 by 2010-11. 

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. (source: HVS) 

In the FHRAI’s memorandum presented to the government recently, it is said that atleast 1,50,000 additional rooms are required to meet the target of 5 million foreign tourist arrivals. This entails an investment to the tune of over Rs.15,000 crore. Currently there are 1,05,000 hotel rooms in the three to five-star category in India. The annual growth rate of hotel rooms in India is 6%. Nearly 11 per cent of the hotel demand in the country is from long stay guests. 

To set up a 5-star deluxe hotel with 250-300 rooms will cost approximately Rs.300 crore, excluding the land cost. As per estimates by hospitality consultancy HVS International, around 150 hotel projects are in the works across the country, which are likely to add around 53,000 rooms over the next five years. 

There are about 1,285 approved budget hotels across the country with about 51,000 rooms apart from guesthouses, dharamshalas and devasthans in the unapproved sector. The footprints of the IT and ITES in Tier 2 cities like Indore, Jaipur, Agra, et al, have played a role in driving the demand for budget hotels in these cities. 

The tourism ministry has proposed a cash subsidy of Rs.2 lakh per room for one-star category and Rs.3 lakh per room for two and three star category hotels to facilitate their growth. According to Federation of Hotel and Restaurant Association of India (FHRAI), the country is short of 65,000 budget category rooms. 

Average Room Rate (ARR) of hotels in India is increasing at the rate of over 20%- almost equal to that of hotels in developed countries such as Europe and the US. The growth in ARRs is a direct fallout of the shortage of five-star accomodation in India and high demand generated by the booming economy. This shortage has stimulated investments in the hotel industry. 

Most of the five-sar hotels are witnessing an average room occupancy rate of over 80%. 

For every room constructed, 3-5 jobs are created. The World Travel and Tourism Council has estimated that by 2010, tourism can support 25 million jobs ( 1 in every

13 | P a g e

15 ) in India through 8% annual growth. 

For every rupee that goes into building a hotel, three more are spent on furnishing it. More than 27000 items go into a hotel including building material, chandeliers, glassware, furnishings, energy saving devices etc., and at present 90% of hotel accessories are indigenously produced in India. So the domestic accessories sector stands a good chance in the near future. 

The average duration of stay of a foreign tourist in India is one of the highest in the world. On an average, it exceeds 27 days in the case of non-package tourist & is 14 days in the case of package tourist. 

Wedding tourism is growing almost 100% on a year-on-year basis. Generally, the ratio of foreigners to Indians in an NRI wedding is 7:3. On an average, an NRI wedding organised in India costs Rs.50 lakh. On an average, 50-150 rooms are booked in a star category hotel. 

Cruise shipping is growing globally at the rate of 12-15% annually. In India the cruise market is in excess of 1,25,000 guests annually and will grow at over 10% annually. 

22 Institutes of Hotel Management being operated as Centres of Excellence for providing hospitality manpower. The government plans to set up four Indian Institutes of Hotel Management in Uttaranchal, Jharkhand, Chattisgarh and Haryana. To provide training in the area of tourism, the tourism ministry will also start 400 training programmes. Estimates indicate a need for about 15,000 more trained persons in the star category hotels, which includes about 2,700 managers, 2,500 supervisors and about 1,000 staff. 

Online travel industry is growing at a CAGR of 125%. Generating revenues of around $300-500 million, the size of this industry is around 2% of the entire travel industry, which is estimated to be $42 billion. Growing at the current rate the online travel industry in India is expected to become a $2 billion industry by 2008.

International Recognition :  India's booming tourism sector has not only witnessed international investments but also achieved international accolades with its increasing appeal as the leading global tourist destination. The government has been instrumental in making tourism a priority sector. Its efforts have borne fruits with a series of international recognition and awards.

India has been elected to head the UN World Tourism Organisation (UNWTO), the highest policy making world tourism body represented by 150 countries.

The world's leading travel and tourism journal, Conde Nast Traveller, has ranked India as the 'numero uno' travel destination in the world.

India was adjudged Asia's leading destination at the regional World Travel Awards (WTA).

India's Taj Mahal continues to figure in the Seven Wonders of the World. Bangalore-based Leela Palace Kempinski was voted the favourite business hotel in

the world in a Readers' Choice Awards by Conde Nast Traveller in 2007. India bagged the World's leading Destination Marketing Award for the Incredible

India campaign.

14 | P a g e

Government Initiatives: To unlock the huge potential in this sector, the government has taken various initiatives for the development of this sector.

Launch of Incredible India campaign to promote tourism both in domestic and international markets. 

Guidelines issued for classification of Apartment Hotels / Timeshare Resorts / Guest Houses and Bed & Breakfast establishments. Railways have planned to set up 100 budget hotels at various stations along with private hospitality players. Recognition of spare rooms available with various house owners by classifying these facilities as "Incredible India Bed and Breakfast Establishments"', under 'Gold' or 'Silver' category. 

Other Initiatives by the Ministry of Tourism:- Paradigm shift towards Rural Tourism/Agri Tourism, Eco-Tourism; Medical Tourism launched as a new product. 

As per the press release by Press Information Bureau (PIB) dated November 15, 2010, the Union Ministry of Tourism has included Medical Tourism under the Marketing Development Assistance (MDA) Scheme. The Ministry of Tourism has sanctioned US$ 27,742 as MDA to 10 Medical Tourism Service Providers during current year. 

As per a market research report 'Booming Medical Tourism in India' by RNCOS, India's share in the global medical tourism industry will reach around 3 per cent by the end of 2013. Moreover, medical tourism is expected to generate revenue worth US$ 3 billion by 2013, growing at a CAGR of around 26 per cent during 2011-2013. The number of medical tourists is anticipated to grow at a CAGR of over 19 per cent during the forecast period to reach 1.3 million by 2013.

Domestic medical tourism in the country has also seen growth in the recent years. As per the report 'Domestic Tourism in India, 2008-09' released by the National Sample Survey Office (NSSO), trips for 'health and medical' purposes formed 7 per cent of overnight trips in the rural population and about 3.5 per cent in the urban population. 'Health and medical' purposes accounted for 17 per cent of same-day trips in rural India and 8 per cent in urban India. Expenditure on medical trips accounted for 30 per cent of all overnight trip expenditure for rural India and 15 per cent for urban 

According to a report by FICCI and Ernst & Young, medical tourism industry, currently pegged at $450m, has the potential to grow into a $2.2bn (Rs.10,000 crore) industry by 2012. An estimated 1.75 lakh medical tourists visited India in 2005 for cardiac care, cosmetic surgery, joint replacements and dentistry, about 30% more than 2004. Inbound medical tourism is expected to contribute about 15% of corporate hospitals total earnings by 2009.Another initiative in the pipeline is industry body CII’s partnership with 29 hospitals across 16 states to work out a price band for speciality services in cardiology, orthopaedics, oncology and minimally invasive surgery. The healthcare industry is working closely with the tourism ministry, which will incorporate these packages under its ‘Incredible India’ campaign tp promote medical tourism in overseas

15 | P a g e

markets.

Currently 5 hospitals in the country have got National Accreditation Board for Hospitals and Healthcare Providers (NABH) accreditation. 15 more hospitals are expected to be accredited in one year. 32 hospitals have applied for the accreditation with the NABH and many are expected to follow. International Society for Quality in Healthcare (ISQua) - an international body that certifies quality of healthcare delivery, recognises the NABH accreditation is of the highest global standards.

A new category of visa, "Medical Visa" ('M'-Visa), has been introduced which can be given to foreign tourists coming into India for medical tourism. 

Eco-tourism - The government is considering various fiscal and policy measures to promote ecological and adventure tourism in the country including formulating uniform ecological guidelines to conserve nature and waiver of service tax charged on adventure tours. 

Ministry of Tourism has tied up with United Nations Development Programme (UNDP) to promote rural tourism. 15 key tourist destinations/circuits being developed to world class standards and identified 50 villages for exposition of handicrafts and handloom. 

The United Nations Educational Social and Cultural Organization have declared 16 centrally protected monuments : Ajanta, Ellora, Elephanta Caves, Agra Fort, Taj Mahal, Fatehpur Sikri, the Sun Temple at Konark, the Churches and Convents of Goa, Khajuraho, the Buddhist monuments of Sanchi, Humayun's Tomb, Qutab Minar, Hampi monuments, Pattadakal monuments, Brihadisvara temple and the Mahabalipuram monuments as world heritage sites. 

The Ministry of Tourism has sanctioned 781 projects in 34 States / Union Territories (UTs) in the country amounting to US$ 511.82 million during the last three years up to June 2010, as per a press release dated October 18, 2010. 

924 Infrastructure projects worth Rs.1440.86 crore sanctioned during the 10th Plan. The government has already okayed plans to substantially upgrade 28 regional airports in smaller towns. The upgradation of national highways connecting various parts of India has opened up the way for the development of budget hotels in India. 

Focus on Buddist Circuit through infrastructure upgradtion of Buddist Circuits and "Walk with the Buddha" Campaign. The Tourism Ministry has identified 62 centres of Buddhist interest for development. 

Tourism revival in J&K through a special tourism package. Focus on North East as India's tourism gateway to the East. 

Tourism ministry has proposed to declare a conditional 10-year tax holiday for all tourism projects in the country. Companies would enjoy full tax exemption up to 50% of the profits, but to enjoy tax benefits for balance amount they would be required to re-invest that part of the profits in tourism projects. 

16 | P a g e

According to the Consolidated FDI Policy, released by DIPP, Ministry of Commerce and Industry, Government of India, the government has allowed 100 per cent foreign investment under the automatic route in the hotel and tourism related industry. And with the relaxation of FDI restrictions on the real estate sector the hospitality industry has registered an increase in investments. 

Social awareness among Service Providers and capacity building of Taxi Drivers and Guides through "Atithi Devo Bhavah" Campaign. 

Current Scenario of the Hospitality Industry

Over the last decade and half the mad rush to India for business opportunities has intensified and elevated room rates and occupancy levels in India. Even budget hotels are charging USD 250 per day. The successful growth story of 'Hotel Industry in India' seconds only to China in Asia Pacific.

'Hotel Industry in India' have supply of 110,000 rooms. According to the tourism ministry, 4.4 million tourists visited India last year and at current trend, demand will soar to 10 million in 2010 - to accommodate 350 million domestic travelers. 'Hotels in India' has a shortage of 150,000 rooms fueling hotel room rates across India. With tremendous pull of opportunity, India is a destination for hotel chains looking for growth. The World Travel and Tourism Council, India, data says, India ranks 18th in business travel and will be among the top 5 in this decade. Sources estimate, demand is going to exceed supply by at least 100% over the next 2 years. Five-star hotels in metro cities allot same room, more than once a day to different guests, receiving almost 24-hour rates from both guests against 6-8 hours usage. With demand-supply disparity, 'Hotel India' room rates are most likely to rise 25% annually and occupancy to rise by 80%, over the next two years. 'Hotel Industry in India' is eroding its competitiveness as a cost effective destination. However, the rating on the 'Indian Hotels' is bullish.

'India Hotel Industry' is adding about 60,000 quality rooms, currently in different stages of planning and development and should be ready by 2012. MNC Hotel Industry giants are flocking India and forging Joint Ventures to earn their share of pie in the race. Government has approved 300 hotel projects, nearly half of which are in the luxury range. Sources said, the manpower requirements of the hotel industry will increase from 7 million in 2002 to 15 million by 2010.

With the USD 23 billion software services sector pushing the Indian economy skywards, more and more IT professionals are flocking to Indian metro cities. 'Hotel Industry in India' is set to grow at 15% a year. This figure will skyrocket in 2010, when Delhi hosts the Commonwealth Games. Already, more than 50 international budget hotel chains are moving into India to stake their turf. Therefore, with opportunities galore the future 'Scenario of Indian Hotel Industry' looks rosy.

Indian tourism and hospitality sector has reached new heights today. Travelers are taking new interests in the country which leads to the upgrading of the hospitality sector. Even an increase in business travel has driven the hospitality sector to serve their guests better. Visiting foreigners has reached a record 3.92 million and consequently International tourism receipts have also reached a height of US$ 5.7 billion. Hospitality Industry is closely linked with travel and tourism

17 | P a g e

industries. India is experiencing huge footfalls as a favorite vacation destination of foreigners and natives and the hospitality industry is going into a tizzy working towards improving itself. Fierce competition and fight to rank on the number one position is leading the leaders of this industry to contemplate on ideas and innovate successful hospitality products and services every day.

Over the last decade and half the mad rush to India for business opportunities has intensified and elevated room rates and occupancy levels in India. Even budget hotels are charging USD 250 per day. The successful growth story of 'Hotel Industry in India' seconds only to China in Asia Pacific.

'Hotels in India' have supply of 110,000 rooms. According to the tourism ministry, 4.4 million tourists visited India last year and at current trend, demand will soar to 10 million in 2010 - to accommodate 350 million domestic travelers. 'Hotels in India' has a shortage of 150,000 rooms fueling hotel room rates across India. With tremendous pull of opportunity, India is a destination for hotel chains looking for growth. The World Travel and Tourism Council, India, data says, India ranks 18th in business travel and will be among the top 5 in this decade. Sources estimate, demand is going to exceed supply by at least 100% over the next 2 years. Five-star hotels in metro cities allot same room, more than once a day to different guests, receiving almost 24-hour rates from both guests against 6-8 hours usage. With demand-supply disparity, 'Hotel India' room rates are most likely to rise 25% annually and occupancy to rise by 80%, over the next two years. 'Hotel Industry in India' is eroding its competitiveness as a cost effective destination. However, the rating on the 'Indian Hotels' is bullish.

'India Hotel Industry' is adding about 60,000 quality rooms, currently in different stages of planning and development and should be ready by 2012. MNC Hotel Industry giants are flocking India and forging Joint Ventures to earn their share of pie in the race. Government has approved 300 hotel projects, nearly half of which are in the luxury range. Sources said, the manpower requirements of the hotel industry will increase from 7 million in 2002 to 15 million by 2010.

With the USD 23 billion software services sector pushing the Indian economy skywards, more and more IT professionals are flocking to Indian metro cities. 'Hotel Industry in India' is set to grow at 15% a year. This figure will skyrocket in 2010, when Delhi hosts the Commonwealth Games. Already, more than 50 international budget hotel chains are moving into India to stake their turf. Therefore, with opportunities galore the future 'Scenario of Indian Hotel Industry' looks rosy. 

18 | P a g e

SWOT Analysis of Hotel Industry

Strengths and Weaknesses

When it comes to tourism, the hotel industry is very important. In fact, it is a supporting service that affects the presence of tourists in a certain place. How else can tourists stay in a place if there are no hotels? The SWOT analysis is vital to determine if the industry is helping in the achievement of tourism goals. By identifying the weaknesses, the hotels can better address potential problems in the future. SWOT stands for strength, weakness, opportunity, and threat. The analysis can vary from one place to another and so you can’t just copy the SWOT analysis of other places.For now, you can focus on the hotel industry of India. The strengths of the industry include having several quality hotels in the country that are able to meet the demands of tourists. You can also find international players in the industry and here’s good news for you – the manpower costs are the lowest. The country has many tourist destinations that offer potential growth for hotel owners. The industry also has weaknesses and this includes the following – land is expensive in India and most hotels are staffed heavily! The tax structure in the country is also higher as compared to other countries and the hotel rooms in the country are far lesser as well. The services offered by hotels are limited and will not meet with the world standards.

Opportunities and Threats

The opportunities are also promising in this country. You see, the demand for tourists is also easily managed. The peak season in the country is from September to March. Over the long term, the hotel industry has growth potential. When it comes to diverse topography, India is one of the best. The heritage hotels are great and can provide tourists with a unique experience. Having an online presence like a website or the option of online hotel booking can be beneficial.If there are opportunities, you can also find threats. Most of the hotels in India are now being replaced by guest hotels. The trend for guest hotels is increasing and so the hotel industry can be greatly affected. Tourists also have second thoughts about visiting India because of the political turbulence there. The manpower is not trained well and so the industry is easily affected by the country’s economic conditions. Through the SWOT analysis, the hotel industry in India can better meet the needs of tourists. The SWOT analysis can be applied in different industries and for hotels, this is also necessary. Before you start a hotel business in your area, be sure to conduct this analysis before entering the market.

19 | P a g e

THE FLOW CHART SHOWS THE ORGANIZATIONAL STRUCTURE OF A HOTEL

20 | P a g e

TABLE:2 OCC%,ADR AND REVPAR OF DIFFERENT STATES

TABLE:3 OCC%,ADR AND REVPAR OF DIFFERENT CITIES

21 | P a g e

HOTEL OCCUPANCY RATE FROM 2009-2012 AND ITS VARIATIONS

22 | P a g e

23 | P a g e

CHAPTER:2

LIST OF OBEROI BUSINESS HOTELS,LEISURE HOTELS AND CRUISES

The Oberoi Group

The Oberoi Group, founded in 1934, operates 28 hotels and three cruisers in five countries under the luxury ‘Oberoi’ and five-star ‘Trident’ brands. The Group is also engaged in flight catering, airport restaurants, travel and tour services, car rentals, project management and corporate air charters.

Oberoi Hotels & Resorts is synonymous the world over with providing the right blend of service, luxury and quiet efficiency. Internationally acclaimed for all-round excellence and unparalleled levels of service, Oberoi hotels and resorts have received innumerable awards and accolades.

A distinctive feature of The Group’s hotels is their highly motivated and well trained staff who provide exceptionally attentive, personalised and warm service. The Group’s new luxury hotels have established a reputation for redefining the paradigm of luxury and excellence in service amongst leisure hotels around the world.

Trident hotels are five-star hotels that have established a reputation for excellence and are acknowledged for offering quality and value. These hotels combine state of the art facilities with dependable service in a caring environment, presenting the ideal choice for business and leisure travellers. At present there are nine Trident hotels in India. These are located in Mumbai at Bandra Kurla and Nariman Point, Gurgaon (Delhi National Capital Region), Chennai, Bhubaneshwar, Cochin, Agra, Jaipur and Udaipur. The Oberoi Group also operates a Trident hotel in the Saudi Arabian city of Jeddah.

The last decade has witnessed the debut of new luxury Oberoi leisure hotels in India and abroad. In India, these hotels include The Oberoi Rajvilas, Jaipur; The Oberoi Amarvilas, Agra; Wildflower Hall, Shimla in the Himalayas; The Oberoi Vanyavilas, Ranthambhore; The Oberoi Cecil, Shimla and The Oberoi Udaivilas, Udaipur. Overseas, the new hotels include

24 | P a g e

The Oberoi, Lombok in Indonesia, The Oberoi, Mauritius and The Oberoi, Sahl Hasheesh in Egypt. The Oberoi Zahra, Luxury Nile Cruiser, Egypt was launched in 2007.

The Group’s commitment to excellence, attention to detail and personalised service has ensured a loyal list of guests and accolades in the worldwide hospitality industry.

Recognising the importance of quality training in hospitality management, The Oberoi Group established The Oberoi Centre of Learning and Development in New Delhi in 1966. Today, this institution is considered amongst the best in Asia with approximately 100 students graduating each year.

The Oberoi Group is committed to employing the best environmental and ecological practices in technology, equipment and operational processes. The Group also supports philanthropic activities that range from education to assistance for the mentally and physically challenged. The Group is also a keen contributor to the conservation of nature and of cultural heritage.

25 | P a g e

The Oberoi Group - Dharma

We, as members of The Oberoi Group are committed to display through our behaviour and actions the following conduct, which applies to all aspects of our business:

Conduct which is of the highest ethical standards - intellectual, financial and moral and reflects the highest levels of courtesy and consideration for others.

Conduct which builds and maintains teamwork, with mutual trust as the basis of all working relationships.

Conduct which puts the customer first, the Company second and the self last. Conduct, which exemplifies care for the customer through anticipation of need, attention to

detail, excellence, aesthetics and style and respect for privacy, along with warmth and concern.

Conduct which demonstrates a two-way communication, accepting constructive debate and dissent whilst acting fearlessly with conviction.

Conduct which demonstrates that people are our key asset, through respect for every employee, and leading from the front regarding performance achievements as well as individual development.

Conduct which at all times safeguards the safety, security, health and environment of our customers, employees and the assets of the Company.

Conduct which eschews the short-term quick fix for the long-term establishment of a healthy precedent.

26 | P a g e

The Oberoi Group - Mission

Our Guests 

We are committed to meeting and exceeding the expectations of our guests through our unremitting dedication to every aspect of service.

Our People 

We are committed to the growth, development and welfare of our people upon whom we rely to make this happen.

Our Distinctiveness 

Together, we shall continue the Oberoi tradition of pioneering in the hospitality industry, striving for unsurpassed excellence in high-potential locations all the way from the Middle East to Asia-Pacific.

Our Shareholders 

As a result, we will create extraordinary value for our stakeholders.

27 | P a g e

The Oberoi Group - Vision

We see an organisation which aims at leadership in the hospitality industry by understanding its guests, and designing and delivering products and services which enable it to exceed their expectations. We will always demonstrate care for our customers through anticipation of their needs, attention to detail, distinctive excellence, warmth and concern.

We see a lean, responsive organisation where decision making is encouraged at each level and which accepts change. An organisation that is committed and responsive to its guests and other stakeholders.

We see a multi-skilled workforce, which consists of team players who have pride of ownership in translating the organisation’s vision into reality.

We see an organisation where people are nurtured through continuous learning and skill improvement, and are respected, heard and encouraged to do their best. Oberoi is recognised as best practice for training and developing its people.

We see a more multinational workforce which has been exposed to different cultures, problems and situations and can use its experiences to enrich the local employees whether in India or overseas.

We see the world dotted with hotels of The Oberoi Group, in strategic commercial and resort locations.

We see user-friendly technology enhancing value for our customers and helping our personnel by making information more accessible.

We see an organisation which is conscious of its role in the community, supporting social needs and ensuring employment from within the local community.

We see an organisation which is committed to the environment, using natural products and recycling items, thus ensuring proper use of the diminishing natural resources.

28 | P a g e

Rai Bahadur M.S. OberoiFounder Chairman, The Oberoi Group

Early Life   Rai Bahadur Mohan Singh Oberoi was born on 15th August, 1898 in erstwhile undivided Punjab, which is now in Pakistan. He was only six months old when his father died. Success and fortune did not, therefore, come easily to him. Initiative, resourcefulness and hard work, combined with the capability to face and overcome the most overwhelming odds can best characterise this phenomenal entrepreneur.

Mr. M.S. Oberoi completed his primary education in Rawalpindi and moved to Lahore for his Bachelor’s degree. Shortly thereafter, to flee the ravages of a virulent plague, he went to seek his fortune in Shimla, the summer capital of British India. Arriving penniless, he found a job at a monthly salary of INR 50, as the front desk clerk at the Cecil Hotel. Today, The Oberoi Group owns the hotel The Oberoi Cecil where the young Mr. Oberoi found his métier.

The diligence, enthusiasm and intelligence displayed by Mr. Oberoi impressed Mr. Grove, the manager of the hotel. A quick learner, Mr. Oberoi did not restrict his efforts to fulfilling the job description of a desk clerk but sought and shouldered additional responsibilities. A few years later, when Mr. Clarke acquired a small hotel he asked Mr. Oberoi to assist him. It was here, at Clarkes Hotel, that Mr. Oberoi gained first hand experience in all aspects of operating a hotel.

Budding EntrepreneurIn 1934, Mr. Oberoi acquired his first property, The Clarkes Hotel, from his mentor by mortgaging his wife’s jewellery and all his assets. Four years later, he signed a lease to take over operations of the five hundred rooms Grand Hotel in Calcutta that was on sale following a cholera epidemic. With his customary confidence and sheer determination to succeed, he was able to convert this hotel into a highly profitable business venture.

29 | P a g e

Over several years, Mr. Oberoi had purchased shares in Associated Hotels of India (AHI), which owned Cecil and Corstophans hotels in Shimla, Maidens and Imperial hotels in Delhi and a hotel each in Lahore, Murree, Rawalpindi and Peshawar. In 1943, Mr. Oberoi acquired controlling interest in AHI. He thus became the first Indian to run the country’s largest and finest hotel chain. In the tumultuous years just prior to Indian independence, Mr. Oberoi met and intimately interacted with the would-be leaders of Free India, all of whom were, at one time or other, guests at his hotels.

International PioneerHaving consolidated his early ventures, Mr. Oberoi became the first Indian hotelier to enter into an agreement with an internationally renowned hotel chain, to open the first modern, five-star hotel in the country. The Oberoi Inter Continental, in New Delhi opened in 1965. The I-Con, as it became popularly known, offered facilities that no other hotel in the country matched and was India’s first luxury hotel.

This achievement was enhanced with the opening of the 35-storey Oberoi Sheraton in Bombay, in 1973. Mr. Oberoi was the first Indian to work in association with international chains to woo international travellers to India. This led to a heavy influx of international travellers and foreign occupancy soared to an average of 85%. This enabled the Oberoi Hotels to significantly contribute to India’s foreign exchange earnings.

Another pioneering landmark was the establishment in 1966 of the prestigious Oberoi School of Hotel Management, recognised by the International Hotel Association in Paris. Considered India’s premier institute, the school is now known as The Oberoi Centre of Learning and Development and continues to provide high quality professional training in hospitality management.

Other notable firsts were the decision to employ women in his hotels and to establish a chain of ancillary industries producing and supplying items like consumables and stationery to ensure the highest quality. The Oberoi Group was also the first to start flight catering operations in India, in 1959. The Oberoi Flight Services, located in New Delhi, Mumbai, Cochin and Chennai, provide in-flight meals of international quality to reputed airlines.

Mr. Oberoi realised that the hotel and hospitality business is greatly dependent on travel agents, a vital element in the distribution chain. Therefore, he decided to establish his own travel agency. Mercury Travels, part of The Oberoi Group, ranks amongst the leading travel agencies in India.

With vision and imagination, Mr. Oberoi converted old and dilapidated palaces, historical monuments and buildings into magnificent hotels such as The Oberoi Grand in Calcutta, the historic Mena House Oberoi in Cairo and The Windsor in Australia. It was, in fact, in the face of severe opposition that the State Government of Victoria awarded Mr. Oberoi the lease of The Windsor, a heritage building in Melbourne. He personally supervised the restoration of the hotel to its original grandeur and later acquired it. The Oberoi Cecil in Shimla, built in the early 20th century, reopened in April 1997 after extensive and meticulous renovation.

Awards and HonoursIn 1943, Mr. Oberoi was conferred the title of Rai Bahadur by the British Government in recognition of his services to the Crown. Thereafter, Mr. Oberoi won acclaim and received

30 | P a g e

several national and international awards including admission to the Hall of Fame by the American Society of Travel Agents (ASTA) and Man of The World award by the International Hotel Association (IHA), New York. He was presented the Order of The Republic, First Class by the President of Egypt. He got an Honorary Doctorate of Business Administration from the International Management Centre, Buckingham, UK. Newsweek named him one of the Elite Winners of 1978. The PHDCCI Millennium award in 2000 was presented in recognition of his entrepreneurial and business success. In 2001, the Government of India accorded him the Padma Bhushan.

Globalisation of The Oberoi GroupTo place The Oberoi Group on the world map, Mr. Oberoi exported management expertise to Australia, Egypt and Singapore, where The Oberoi Group took charge of the management of existing luxury hotels. The success of Oberoi Hotels & Resorts overseas, in the face of global competition, greatly enhanced the image of The Group.

Today, Oberoi Hotels & Resorts in Indonesia, Egypt, Mauritius, Saudi Arabia and India add value and distinction to their host countries.

Foundations of the FutureUnder Mr. Oberoi’s dynamic leadership, The Oberoi Group introduced its second brand of hotels, ‘Trident’. Trident hotels are five-star hotels that have established a reputation for excellence and are acknowledged for offering quality and value. These hotels combine state of the art facilities with dependable service in a caring environment, making them the ideal choice for business and leisure travellers. Presently there are nine Trident hotels in India located in Mumbai at Bandra Kurla and Nariman Point, Gurgaon (Delhi National Capital Region), Chennai, Bhubaneshwar, Cochin, Agra, Jaipur and Udaipur. The Oberoi Group also operates a Trident hotel in the Saudi Arabian city of Jeddah.

In the luxury category, The Group opened The Oberoi Rajvilas, Jaipur; The Oberoi Cecil, Shimla; The Oberoi Udaivilas, Udaipur; The Oberoi Vanyavilas, Ranthambhore; The Oberoi Amarvilas, Agra; Wildflower Hall, Shimla in the Himalayas; The Oberoi, Lombok, Indonesia; The Oberoi, Sahl Hasheesh, Egypt; The Oberoi, Mauritius and The Oberoi Zahra, Luxury Nile Cruiser, Egypt.

The Group employs more than 12,000 people worldwide and operates 28 hotels and three cruisers in five countries.

Mr. Oberoi’s achievements and successes did not, however, take from his simplicity and old-fashioned charm. He retained, until his death in May 2002 at the age of 103, a unique humility. He was fond of saying, “I have been able to accept the challenge and make good. There is comfort in knowing that whatever little I have achieved has also helped to raise the prestige of my country.”

31 | P a g e

Mr. P.R.S. OberoiChairman and CEO, EIH Limited

Mr. P.R.S. Oberoi is the Chairman and Chief Executive Officer of EIH Limited, the flagship company of The Oberoi Group. He is also the Chairman of Oberoi Hotels Private Limited, the major shareholder of EIH Limited. Popularly known as "Biki", Mr. Oberoi is the son of late Rai Bahadur M.S. Oberoi, the founder of The Oberoi Group.

Mr. P.R.S. Oberoi was educated in India, the United Kingdom and in Switzerland.

In addition to providing leadership for the management of luxury hotels in several countries, Mr. Oberoi has been instrumental in pioneering the development of the new Oberoi hotels and resorts. The "Oberoi" brand has come to represent fine luxury hotels.

Mr. Oberoi is credited with placing Oberoi hotels on the international luxury travellers’ map with the opening of several new luxury hotels in important locations, thus redefining architectural and design standards in luxury hospitality. A key aspect of this is the development of hotels that reflect their environment.

It is Mr. Oberoi’s firm belief that people are the most valuable asset of any organisation. Recognising the importance of quality in hospitality management, Mr. Oberoi established ‘The Oberoi Centre of Learning and Development’ at New Delhi in 1966. Today, this institution is considered amongst the best in Asia.

As a member of the World Wide Fund for Nature, Mr. Oberoi is committed to the conservation of the environment.

Above all, Mr. Oberoi is aware of the need to constantly promote quality in every segment of the hospitality industry. Under his leadership, Oberoi Hotels and Resorts have received numerous international awards.

In 2001, His Majesty King Mohammed VI of Morocco personally awarded Mr. Oberoi the Grand Officer of the Alalaoui Wissam, which is one of the highest awards in Morocco. The

32 | P a g e

award was conferred in recognition of Mr. Oberoi’s contribution to tourism and to Indo-Moroccan relations.

In recognition of his exceptional leadership and vision, the 6th International Hotels Investment Forum in Berlin honoured Mr. Oberoi with the prestigious Lifetime Achievement Award in March 2003.

In January 2004, Mr. Oberoi was conferred a Special Award by the Department of Tourism, Government of India, in recognition of his contribution to the tourism sector. The letter from the Department stated, "Due to your entrepreneurial skills and visionary leadership, The Oberoi Group has risen to a global brand, renowned for its high standards of service and excellence".

In October 2005, the Hotel Investment Conference Asia Pacific (HICAP), which is the preeminent gathering of hotel investors, investment bankers and leading industry professionals in the region, honoured Mr. Oberoi with the Lifetime Achievement Award at its annual Conference in Hong Kong. This award was given in recognition of Mr. Oberoi’s contribution to the hospitality industry and his pioneering leadership in making The Oberoi Group a global brand by taking the concept of luxury to a new paradigm.

Mr. Oberoi was also conferred the Lifetime Achievement Award at the CNBC TV 18 India Business Leader Awards 2007 for building a world-class hotel chain that caters to both luxury and business travellers and for shaping the hospitality industry of the country.

India Business Leader Awards, the Indian Edition of Asia Business Leader Awards, define and celebrate vision, the spirit of achievement and excellence in business leadership.

In January 2008, Mr. Oberoi was awarded the Padma Vibhushan, India’s second highest civilian honour, in recognition of his exceptional service to the country.

Mr. Oberoi received the Lifetime Achievement Award at the South Asia Travel & Tourism Exchange (SATTE) and the 4th Hotel Investment Conference – South Asia (HICSA) in April 2008. In August 2008, Mr. Oberoi was presented with the Lifetime Achievement Award at the Businessworld-NID (National School of Design) Design Brilliance Awards. These awards honour new levels of excellence in design.

Mr. Oberoi received the Outstanding Business Leader Award from the Associated Chambers of Commerce and Industry (ASSOCHAM) and Society of Indian Law Firms in September 2008. This award was presented in recognition of Mr. Oberoi’s leadership in establishing high standards of excellence which has won The Oberoi Group international acclaim.

In November 2008, Mr. Oberoi was conferred the Lifetime Achievement Award at the Ernst & Young Entrepreneur of the Year Awards for redefining design standards in luxury hotels.

Business India magazine adjudged Mr. Oberoi the Businessman of the Year 2008. Mr. Oberoi received this award for building a world-class premium hospitality brand.

Mr. Oberoi was honoured with the first Hall of Fame Award at the Hotel Investment Forum India (HIFI) in February 2009. The HIFI Hall of Fame Award is presented to an individual who

33 | P a g e

exemplifies outstanding business practices, leadership and achievement, both professionally and personally.

In September 2009, Mr. Oberoi received the Lifetime Achievement Award at the first Economic Times TAAI Travel Awards 2009. These awards were organised by The Economic Times in association with the Travel Agents Association of India (TAAI).

Mr. Oberoi was presented with the '2010 Corporate Hotelier of the World' award by HOTELS magazine in November 2010. This annual award is determined by votes cast by readers of the magazine in more than 150 countries. The cover story of the November edition of the magazine referred to Mr. Oberoi as ‘the founder father of modern luxury hospitality in India’ and credited him with growing the company ‘into one of the world’s most prestigious luxury hotel groups’.

34 | P a g e

Business hotels overview

Oberoi Hotels & Resorts is synonymous the world over with providing the right blend of luxury, warm service and quiet efficiency. Internationally recognised for all-round excellence and unparalleled levels of service, the business travellers acknowledge Oberoi Hotels & Resorts as amongst the finest.This was reaffirmed recently in Condé Nast Traveler, Business Travel Awards, a readers’ poll of business travellers, in which Oberoi Hotels & Resorts was rated the best hotel chain in the world (outside the United States).

The Oberoi Hotels are located in key metro cities of India and are renowned for their contemporary design complemented by impeccable service and downtown locations that is close to the business and shopping districts.

Located in NewDelhi, Mumbai, Kolkata, Gurgaon and Bangalore they are recognized amongst the leading hotels in these cities.

35 | P a g e

36 | P a g e

The Oberoi, New Delhi

The hotel reflects the capital city’s spirit in a harmonious blend of tradition and contemporary sophistication. Recognised as a pioneer amongst luxury hotels in India, The Oberoi New Delhi was the first hotel to feature 24 hour personal Butler service. It's exquisite interiors, impeccable service and fine cuisine combine to make it amongst the most graceful and elegant downtown hotels in Delhi.

The Oberoi, New Delhi is ideally located in the city center near government offices, shopping, financial and business districts. The Hotel is a 30 minutes drive from the Airport and within a few minutes distance from the international exhibition grounds of Pragati Maidan and many Embassies.

The Oberoi New Delhi offers an exciting range of dining options which include a rooftop Oriental restaurant, a celebrated all day dining restaurant offering the best in world cuisine and an Italian fine dining restaurant. The hotel is also home to India's first and Delhi's most popular state of the art gourmet store.

The hotel's 24-hours Business Centre offers many private meeting spaces with a focus on comfort and convenience. Unrivalled in meticulous appointments, refined design details and impeccable service, it offers the best of modern technology. Extensive conference and banquet venues provide an ideal venue for larger events and meetings in Delhi.

The Oberoi Spa, regarded as one of the best luxury spas in Delhi, provides a sanctuary of peace in the heart of the city. Highly skilled therapists provide a variety of treatments and programs ranging from the best in ancient Ayurveda to Aromatherapy. The hotel also offers indoor and outdoor heatedswimming pools and a state of the art fitness centre.

The hotel rooms offer a panoramic view of the Delhi Golf Course on one side and of Humayun’s Tomb, Delhi’s premier heritage site, on the other. The award winning hotel is ideal for business travel or leisurely holidays to explore the cultural wonders of Delhi.

37 | P a g e

The Oberoi, Mumbai

Located in the city’s prime business and shopping district of Nariman Point, The Oberoi, Mumbai has been completely redesigned to be the ultimate destination for contemporary style and luxury in the city. Overlooking the Arabian Sea, the hotel welcomes you with space and serenity. Luxuriously appointed guestrooms have been meticulously planned with a host of innovative features using the latest technology.

The Oberoi, Mumbai is located on Marine Drive, the famed boulevard along the coast in South Mumbai. An hour's drive from the airport and only minutes away from the business, financial and entertainment districts, the hotel is also well located to visit the city’s tourist attractions.

The hotel offers a rich variety of dining experiences ranging from an all day dining restaurant serving global cuisine, to an Italian Restaurant and a signature Indian restaurant under the direction of a Michelin starred chef.

An ideal location for business meetings and conferences in Mumbai, venues range from private meeting rooms at the 24-hours Business Centre to the conference rooms on the top floor of the hotel offering sweeping views of the Arabian Sea.

Recreational facilities include an outdoor heated swimming pool, a fitness centre and a full service Oberoi Spa. The Spa and the Fitness Centre are open 24 hours.

Complemented by Oberoi Hotels’ legendary service delivered by caring staff, The Oberoi, Mumbai is the ideal hotel for discerning business and leisure travellers.

38 | P a g e

The Oberoi, Bangalore

The Oberoi Bangalore, is located on MG Road, which is the heart of the business, financial and shopping district of Bangalore. This Luxury hotel is characteristic of the 'Garden City' of Bangalore, due to its abundance of greenery and prize winning landscapes.

The hotel is conveniently connected to the major IT business park locations such as Embassy Golf Link, C.V.Ramannagar, Manyata, Whitefield, Electronic City and is 15 minutes drive from the Vidhan Soudha (Legislative assembly) and other government offices.

Recognised as a pioneer amongst the luxury hotels in Bangalore, it is an oasis of calm in the heart of the city centre. All the tastefully appointed rooms have large balconies that overlook the beautiful gardens or offer a view of the swimming pool.

The award winning restaurants at the hotel offers a variety of dining experiences ranging from international and Indian cuisines to authentic Thai and Chinese dining experiences. The bar, with a view of the lush green gardens, is the perfect setting for a quiet evening drink.

The city centre location also makes the hotel an ideal conference and meetings venue. The venues range from private meeting rooms at the business centre to large conference halls for seminars.

Recreational facilities include an outdoor swimming pool amidst swaying palms and frangipani trees, a fitness centre and a full service Oberoi Spa.

The Oberoi Bangalore, with its luxurious interiors and downtown location, combines all the charm of a boutique hotel with state of art technology to make it the preferred hotel for business as well as leisure travellers.

39 | P a g e

The Oberoi Grand, Kolkata

The Oberoi Grand, fondly referred as the 'Grande Dame of Chowringhee' offers the ultimate classical residence in the City of Joy. This heritage hotel’s neo-classical facade and grand pillared entrance mark a successful fusion of classical Victorian and traditional Indian style and reflect the city’s colonial history.

Standing stately for over 125 years, The Oberoi Grand combines classic architecture and charm with state of the art amenities and facilities, offering guests an oasis of tranquility amidst the bustling city.

The hotel features elegantly appointed rooms, equipped with all modern facilities blending uniquely with the colonial architecture.

The hotel is located in the main business and shopping district of Kolkata (Park Street, BBD Bag, and Chowringhee) and is in walking distance from most corporate and government offices. It is also conveniently located close to major convention centers, legislative offices, banks, Consulates, Deputy High Commissions, Chambers of Commerce and clubs. This ideal location makes the hotel a perfect base for the business and the leisure traveler.

The dining options at the hotel provide a great opportunity to savor cuisines from around the globe. Recreational facilities include an outdoor swimming pool, a fitness centre and a full service Oberoi Spa.

The city centre location makes the hotel an ideal conference and meetings venue. The options vary from a spectacular ballroom for large conferences and smaller meeting rooms

40 | P a g e

for business gatherings and seminars. A 24 hour business centre fully equipped with modern facilities includes a meeting room along with secretarial services.

The Oberoi, GurgaonNew Delhi Capital Region, India

41 | P a g e

Towering Corporate headquarters dot the city of Gurgaon, evidence of its growing importance. Amid the competing structures is a place that provides welcome respite with an island of Height, Light and Space - The Oberoi Gurgaon. Forest green, ocean blue and a striking jewel box providing just the relief from the world outside it.

The hotel is located in the prime business and shopping district of Gurgaon in the New Delhi National Capital Region and is a 15 minute drive from Delhi International Airport. The hotel is also within easy reach from the New Delhi city centre, major sightseeing destinations and most of the entertainment, shopping and recreation hubs in Gurgaon city.

Featuring the most spacious accommodation in any business hotel, the 202 guest rooms and suites are planned with a host of innovative features. The rooms feature landscape windows that bathe every room with abundant daylight offering a view of the serene reflection pools and landscaped gardens. A 24 hour personal butler service and select suites with private heated swimming pools are only some of the features unmatched amongst luxury hotels in Delhi.

The Oberoi, Gurgaon offers a range of gourmet experiences that encompasses cuisine from around the world. Options range from an all day dining restaurant featuring five interactive show kitchens, and alfresco seating on teakwood decks extended onto the reflection pool to an Indian coastal cuisine specialty restaurant. A delicatessen, bar and the country's only exclusive Cigar Lounge complete the culinary experience.

42 | P a g e

The hotel is well designed to be the only choice for conferences and meetings in Delhi and Gurgaon with extensive conference and banqueting facilities that can accommodate up to 1000 guests in a range of indoor and outdoor settings.

Some of the recreational opportunities at The Oberoi, Gurgaon include larger than an Olympic size outdoor pool, heated in winter and the first 24 hours spa in Delhi to revitalise your body and soul at any time during the day or night.

Space, serenity and Oberoi Hotels' legendary service delivered by caring staff make The Oberoi, Gurgaon the only choice for discerning business and leisure travellers.

The Oberoi, Dubai

43 | P a g e

Opening third quarter – 2012

The Oberoi is located in the heart of Business Bay, Dubai’s new business district. With views of Dubai Creek, the hotel is only a few minutes from the city centre.

The 250 spacious rooms and suites feature floor to ceiling windows that bring a refreshing sense of height, light and space.

Dining options include a multi cuisine restaurant with an interactive show kitchen, a contemporary Pan-Asian restaurant andan Indian specialty restaurant. The roof top bar offers the perfect end to a Dubai day with a view that is best described as infinite.The hotel combines contemporary design, luxurious interiors and Oberoi hotels' legendary hospitality.

Leisure hotels overview

44 | P a g e

Oberoi Hotels & Resorts is synonymous the world over with providing the right blend of luxury, warm service and quiet efficiency.

Luxury as a unique, memorable and personal experience is core to the Oberoi philosophy. It encompasses every element of a guest’s stay at the Oberoi hotels that creatively combine breathtaking locations, luxurious environs and the best of modern amenities with personalised and warm service delivered with genuine care.

The design and architecture of the hotels, is inspired by the historical style of the region. This coupled with luxurious interiors that replete with local arts and crafts, to menus that offer an extensive selection of local specialties and classical and folk dance and music performances.

45 | P a g e

The Oberoi Amarvilas

46 | P a g e

Indulge with your own private view of the greatest monument of love at The Oberoi Amarvilas, recognized as the leading luxury hotel in Agra. Wake up to the glorious sight of the Taj Mahal, bathed by the first rays of dawn. Watch her sparkle by day as the sun shines on her architectural perfection. Allow yourself to be swept away by her romance at dusk. Let the nights be filled with the magic of the Taj by moonlight.

Rated amongst the leading resorts in the world, The Oberoi Amarvilas offers the best view of the Taj Mahal in Agra. The hotel is located 600 meters from the Taj Mahal and all rooms, suites, lobby, bar and lounge offer breathtaking views of the monument.

Built in a style inspired by Moorish and Mughal architecture, the resort is a splendid display of terraced lawns, fountains, reflection pools and pavilions with rich interiors that take you back to an era of Emperors and Princes. An interlude at The Oberoi Amarvilas is truly unforgettable.

Richly detailed interiors are perfectly complemented by a choice of international and Indian cuisine. The hotel offers a range of activities to relax and recharge yourself. Rejuvenate yourself with a holistic treatment at the Oberoi Spa, get in touch with your inner self with a yoga session, or explore the famous sights of Agra - Taj Mahal, Agra Fort or the Fatehpur Sikri. All three monuments are recognised by UNESCO as a World heritage site. A two nights

47 | P a g e

stay is recommended at Agra to experience these architectural wonders of the Mughal era at your leisure, while taking time to explore the relaxation options at the hotel as well.

Rated amongst the leading resorts in the world, the hotel offers the sheer luxury of enjoying the beauty of the Taj Mahal without visiting hours. This enriched by the royal service makes an interlude at The Oberoi Amarvilas exclusive and unforgettable.

48 | P a g e

The Oberoi Cecil, Shimla

Over 100 years old, The Oberoi Cecil is a Grand Heritage Hotel. It is situated at Chaura Maidan, Shimla, 7000 feet up in the Himalayas.

A celebration of the elegance and grace of the Colonial era in the Queen of Hill Stations, located in the majestic Himalayan ranges, The Oberoi Cecil is very much a part of Shimla’s colonial history. The hotel has been restored to its original grandeur with wood floors, period furniture, crackling fires and an inviting ambience. Built around a beautiful atrium, the rooms offer splendid views of the mountains and valleys.

Built in 1884 as a Himalayan hill station, the hotel has been extensively renovated and reopened in 1997. With fabulous views across the valley, The Oberoi Cecil is a perfect base from which to explore the spectacular mountain scenery, cedar forests and ancient monasteries of this world famous destination. The Oberoi Cecil is within walking distance of the famous Vice Regal Lodge, former summer residence of the Viceroy of India.

A heated swimming pool, billiards rooms and children’s activity centre and many opportunities for nature walks, make this luxury resort an all season destination.

The Oberoi Rajvilas

49 | P a g e

Rated amongst the leading resorts in the world, The Oberoi Rajvilas is a unique way to experience Jaipur, one of India’s most vibrant and exotic destinations. Amongst the most preferred luxury hotels in India, the distinctive character of The Oberoi Rajvilas revives the gracious lifestyles of India’s legendary Rajput princes.

Located in 32 acres of beautiful gardens, pools and fountains, in the peaceful Rajasthani countryside, the hotel is an oasis of elegance and luxury.

With Jaipur as its backdrop, the hotel recreates the magnificence of princely Rajasthan in a beautiful fort setting with rooms, luxury tents and villas with private pools clustered around private courtyards. At The Oberoi Rajvilas, our attention to detail creates a soothing blend of warm, effortless service and harmonious spaces.

All rooms have large four poster beds and sunken marble baths overlooking private walled gardens. Air-conditioned luxury tents have embroidered interior canopies, old style baths and outdoor decks. Interiors of the Royal Villa highlight the fine craftsmanship and attention to detail that distinguishes the hotel.

The hotel offers a range of activities to relax and recharge. Rejuvenate yourself with a holistic treatment at the Oberoi Spa, get in touch with your inner self with a yoga session or

50 | P a g e

go on a leisurely elephant safari past ancient forts and monuments. You can also play a game of tennis at our floodlit courts.

A visit to Jaipur unfolds with private excursions to its many exotic attractions; palaces, forts, festivals and bazaars. A unique way of life awaits discovery in this magical region of Rajasthan. The Oberoi Rajvilas is the perfect hotel in Jaipur to begin and end your experience of this city.

The Oberoi Udaivilas

51 | P a g e

Udaipur has been rated as the best city in the world by Travel + Leisure, USA in the 2009 Readers' Poll.

Udaipur, in the heart of Rajasthan, is a city of majestic palaces and beautiful lakes. Here, adorning the banks of Lake Pichola and standing witness to the historic City Palace, The Oberoi Udaivilas captures all the romance and splendour of a royal era.

Conceived as a traditional Indian palace, The Oberoi Udaivilas showcases the rich heritage of the Mewar region of Rajasthan with its rambling courtyards, gentle rippling fountains, reflection pools and verdant gardens. Grand architecture inspired by the palaces of Rajasthan present a picture of majesty resplendent with pavilions and domes that lead you to a journey of discovery. Interiors embellished with decorative domes, hand painted frescoes, intricate mirror work and beautifully crafted artefacts create an ambience of regal splendour.

An enchanting boat ride across Lake Pichola transports you to the ceremonial welcome that awaits you at resort. Rooms with terraces that open on to semi-private swimming pools present exquisite views and are a unique feature of Udaivilas. Magnificently decorated suites with private swimming pools and outdoor dining pavilions are exclusive retreats.

Fine international cuisine, authentic flavours of Rajasthan or a quiet drink are all presented with views of the City Palace and Lake Pichola.

52 | P a g e

The luxurious spa with its own swimming pool overlooks the lake and is a haven of serenity. Trained therapists pamper body and soul with rejuvenating treatments. The resort also offers the opportunity to undertake private Yoga, meditations and Pranayam sessions with the resident Yoga teacher or explore the city steeped in the romance of the oldest living dynasty in the world.

At The Oberoi Udaivilas, the magnificent setting combines with royal service to make your holiday a journey into the romance and grandeur of another century. This resort offers an experience created exclusively for those who know there is nothing like too much luxury

The Oberoi Vanyavilas

53 | P a g e

Nestling in the natural beauty of the wilds, The Oberoi Vanyavilas is India’s leading luxury jungle resort on the edge of the Ranthambhore Tiger Reserve.

The perfect base from which to explore the territory of the majestic tiger. Tiger sightings are most frequent during the months of May and June. While it is warm during the day, mornings and evenings are pleasant.

The resort setting is picture-perfect with a dramatic watercourse and sun-kissed private decks. Theluxury tents with finely embroidered canopies, luxurious bathrooms and private outdoor sitting area and an outside deck as sunbathing area are in perfect contrast to the ruggedness of the jungle.

Wildflower Hall, Shimla in the Himalayas

54 | P a g e

Situated at 8,250 feet in the magnificent Himalayas, Wildflower Hall is a fairytale luxury resort set in 22 acres of virgin woods of pine and cedar. The former residence of Lord Kitchener, rebuilt to a new magnificence, Wildflower Hall recreates the grand style of the colonial era. Wood panelling and original artwork create an aura of old world charm. Teak wood floors, hand knotted rugs and rich furnishings complemented by spectacular views make the rooms very special retreats.

For centuries, the Himalayas have inspired awe and awakened spirituality in the souls of all mortals who encounter their greatness. This fairytale resort offers a tranquil sanctuary in the mountains. The Oberoi spa at the resort offers holistic treatments based on Ayurveda, Oriental and Western traditions in private spa suites or pavilions that are ensconced in a dense cedar forest and offer spectacular vistas of the majestic snow peaks.

Enjoy beautiful views of mountains and valleys from the restaurants, outdoor Jacuzzi and the heated swimming pool. Take leisurely walks on the trails winding through the fragrant pine forests and enjoy Gourmet picnic hampers that accompany your explorations. For the adventurous the resort offers white river rafting, trekking, mountain biking, archery, billiards, ice skating (in winter) and golf.

Mena House Oberoi

55 | P a g e

The Mena House Oberoi is one of the most unique hotels in Cairo, with its own rich and colourful history. Surrounded by 40 acres of verdant green gardens, this palatial hotel is located in the shadows of the Great Pyramids of Giza in Cairo.

The royal history of the hotel is reflected in luxurious interiors that are embellished with exquisite antiques, handcrafted furniture, original work of arts and magnificent antiques that are rarely found in luxury hotels. Mena House Oberoi has played host to kings and emperors, Heads of State and celebrities.

The Mena House Oberoi located 700 meters from these wonders of the ancient world offers unmatched views of the pyramids. You can gaze upon the magnificence of the pyramids from your rooms at sunrise and sunset. After dinner at one of the many restaurants, you can return to see them lit up for your private viewing pleasure.

An ideal location for meetings in Cairo, the hotel’s banquets and conference centre offer venues for weddings, receptions and meetings ranging from 50 to 1000 guests.

Recreation options at the hotel include a heated swimming pool, a fully equipped Fitness Centre and Spa.

Regarded as one of the leading luxury hotels in Cairo, the hotel combines the magical charm of a bygone era with unrivalled service fit for royalty. Your interlude at the hotel promises to be a journey of discovery, exploring Cairo’s ancient treasures and unravelling the many mysteries of Egypt’s past.

The Oberoi, Bali

A beachside haven that offers a complete Balinese experience, filled with serenity, hospitality and tropical beauty. Discover all that is serene and mystical about Bali at The

56 | P a g e

Oberoi; a wonderfully secluded cluster of luxury villas and lanai set in 15 acres of tropical gardens on Seminyak Beach.

Built in traditional Balinese style, you can relax in truly fabulous settings that celebrate your privacy with charming thatched roof villas, private pools, unique garden bathrooms and exquisite interiorsfeaturing Balinese art. Enjoy heavenly views from the swimming pool that looks out at the ocean. This exclusive resort reflects the wonderful romance of Bali.

The Oberoi, Lombok

A hideaway with acres of tropical gardens, shimmering ocean and golden sands along a private beach. Lush rainforests, sparkling blue ocean views and beautiful beaches

57 | P a g e

accompany you as you arrive at this idyllic garden resort. The Oberoi, Lombok, has an intimate ambience, with thatched-roof villas and terraced pavilions dotting 24 acres of tropical gardens.

The villas and pavilions have expansive, shaded terraces to relax in, while you look out at beautiful gardens or beaches. All the villas and terrace pavilions offer spacious bedrooms and feature local colours, textures and artefacts.

The Oberoi, Mauritius

The idyllic island of Mauritius with its unspoilt beaches and azure waters offers a unique experience of European, African and Asian cultures. The Oberoi captures the spirit of the island in a resort that combines its abundant natural beauty with refined luxury. The resort is located in 20 acres of beautiful sub-tropical gardens with a 600 meter oceanfront.

58 | P a g e

Villas with private swimming pools and luxury pavilions offer panoramic views of the ocean. Marble bathrooms with sunken tubs overlook private walled gardens.

The resort offers a range of water sports and recreation like wind surfing, water skiing, diving and sailing.

The Oberoi Sahl Hasheesh

A secluded haven on the Red Sea Coast, celebrating rare marine life, nature’s fabulous colours and the timeless beauty of the sea. Nature’s colours come to life at The Oberoi Sahl Hasheesh with white sand, aquamarine waters and vibrantly-hued marine life. In exotic

59 | P a g e

Egypt, this exclusive luxury resort on the Red Sea Coast is situated on 48 acres with a private beach.

The architecture of the resort reflects the style of the region, resplendent with domes, arches and columns. Peace and privacy pervade this all-suite resort, with private courtyards complemented by soothing interiors and luxurious bathrooms.

The resort’s distinctive guest accommodations include Deluxe, Superior Deluxe, Grand and Royal Suites. Grand and Royal Suites have private heated swimming pools.

Cruises overview

60 | P a g e

Oberoi Hotels and Resorts offer unparalleled luxury cruise experiences, on the Nile and the Kerala Backwaters. The right blend of impeccable service, luxury and quiet efficiency, hallmarks of Oberoi Hotels & Resorts worldwide, make the stay onboard the Luxury Cruisers memorable.

61 | P a g e

The Oberoi Motor Vessel Vrinda

The picturesque backwaters of Kerala are one of India’s most enchanting holiday destinations – and The Oberoi Motor Vessel Vrinda, Backwater Cruiser is the perfect way to experience it. The Oberoi Motor Vessel Vrinda takes guests on 3-night and 4-day journey through the tranquil waterways of ‘God’s own country’ - Kerala. Discover its rich heritage fascinating backwaters.

Soak in the beautiful scenery and the local sights as the cruiser meanders through a series of picturesque canals and lakes. The luxurious interiors, gentle lapping of water and balmy breeze make this a perfectly relaxing retreat.

Motor Vessel Vrinda sails on a three nights/four days itinerary, allowing guests the opportunity to leisurely discover the backwaters.

62 | P a g e

The Oberoi Philae Nile Cruiser

Note:

The Oberoi Philae was decommissioned effective 31st May, 2011 for a period of 18 months. The Oberoi Philae will be rebuilt as a luxury Nile cruiser with large cabins, luxury bathrooms and a spa. After the vessel is re-commissioned, it will be one of the best vessels on the Nile. Whilst The Oberoi Philae is being rebuilt, we recommend The Oberoi Zahra which is operated by The Oberoi Group.

63 | P a g e

The Oberoi Zahra Luxury Nile Cruiser

The Oberoi Zahra, Luxury Nile Cruiser continues the Oberoi Hotels & Resorts’ tradition of offering the highest standards of hospitality and is amongst the most spacious accommodation on the Nile. The mutedly elegant interior of the Luxury Cabins and Luxury Suites is complemented by expansive views of the river framed by large windows within the cabins and the en suite bathrooms. The Oberoi Zahra is the only boat on the Nile with a full-service spa.

It sails on a seven-day itinerary from Luxor to Aswan (and vice versa), allowing guests the opportunity to leisurely discover five thousand years of Egyptian culture.

64 | P a g e

65 | P a g e

66 | P a g e

Chapter:3THE OBEROI GRAND KOLKATA

The Oberoi Grand, KolkataThe Oberoi Grand, fondly referred as the 'Grande Dame of Chowringhee' offers the ultimate classical residence in the City of Joy. This heritage hotel’s neo-classical facade and grand pillared entrance mark a successful fusion of classical Victorian and traditional Indian style and reflect the city’s colonial history.

Standing stately for over 125 years, The Oberoi Grand combines classic architecture and charm with state of the art amenities and facilities, offering guests an oasis of tranquility amidst the bustling city.

The hotel features elegantly appointed rooms, equipped with all modern facilities blending uniquely with the colonial architecture.

The hotel is located in the main business and shopping district of Kolkata (Park Street, BBD Bag, and Chowringhee) and is in walking distance from most corporate and government offices. It is also conveniently located close to major convention centers, legislative offices, banks, Consulates, Deputy High Commissions, Chambers of Commerce and clubs. This ideal location makes the hotel a perfect base for the business and the leisure traveler.

The dining options at the hotel provide a great opportunity to savor cuisines from around the globe. Recreational facilities include an outdoor swimming pool, a fitness centre and a full service Oberoi Spa.

The city centre location makes the hotel an ideal conference and meetings venue. The options vary from a spectacular ballroom for large conferences and smaller meeting rooms for business gatherings and seminars. A 24 hour business centre fully equipped with modern facilities includes a meeting room along with secretarial services.

67 | P a g e

68 | P a g e

Rooms & suites

All our rooms come with the following features:32" LCD TV | DVD Player | Satellite television | Wired & wireless broadband internet access | Electronic safe | Dual line telephones with voice mail | Personal bar | A well appointed bathroom with a basket of Ayurvedic toiletries.

All the rooms and suites at The Oberoi Grand are well presented and elegantly furnished and offer impeccable service. The rooms are equipped with all modern facilities blending uniquely with the colonial architecture.

Deluxe RoomTastefully decorated with an evoking Victorian splendour, the Deluxe rooms offer a panoramic view of the city of Kolkata.

69 | P a g e

Luxury RoomLarge rooms tastefully decorated with a mesmerizing & luxurious ambiance evoking Victorian splendour, overlook the central courtyard of the hotel or offer a panoramic view of the city of Kolkata.

Premier RoomLarge, spacious rooms with all modern amenities yet retaining an old world charm, tastefully decorated in a regal style, Premiere Rooms offer a tranquil view of swimming pool & the central courtyard of the hotel.

70 | P a g e

Premier Room with BalconyLarge, spacious rooms with private balconies exuberating an aura of the days of the ‘Raj’ offer an experience of freshness with panoramic view of the central courtyard & the swimming pool. Tastefully decorated in a regal style most of these rooms have four poster beds, complete with all modern amenities yet retaining an old world charm.

Classic SuitesSpread over sprawling 48 square meters, each of the Classic suites is an ideal haven to retire and relax. The Suites feature king size poster beds and teak wood flooring, dining table, two balconies overlooking the pool and garden and a walk in wardrobe. There is also a large work-table equipped with fax machine. This set of rooms ideally suit both leisure and business voyagers in the city.

71 | P a g e

Deluxe SuitesSet amidst alluring palm-fringed courtyard and pool, each of the deluxe suites measures 71 square meters and affords a deluxe stay to its guests. The rooms highlight various facilities which include teak wooden flooring, a king size four poster bed, separate living room, bed room and powder room, walk-in wardrobe, two attached balconies, and a fax machine.

Luxury Suites

The Oberoi Grand affords 3 Luxury suites each measuring 84 square meters. This set of rooms ideally matches the taste of luxury travellers in the city. Guests can avail a plethora of room facilities which include a king size poster bed with teak wood floors, drawing cum dining room, large well appointed four fixture bathrooms and four balconies overlooking the courtyard and swimming pool and a personal fax machine.

72 | P a g e

Dining

There are a wide variety of dining options available at The Oberoi Grand offering a range of international cuisine to our famous Baan Thai.

La TerrasseLa terrasse is an All day dining restaurant offering a range of international cuisine with a buffet which is open for breakfast and lunch. Awarded the best all day dining restaurant in the city it is bright and cheerful and will cater for every taste any time of day.

Baan ThaiFor an authentic taste of Thailand, visit Baan Thai. Widely recognised as the premier Thai restaurant in the country.

Week days - Open only for Dinner from 7.00 p.m. to 11.30 p.m. Weekends - Open for Lunch from 12.30 p.m. to 3.00 p.m. and for Dinner from 7.00 p.m. to 11.30 p.m.

73 | P a g e

Chowringhee BarRelax here before or after dinner with friends, colleagues and a selection of fine wines, beers, spirits and cigars. Pool bar-enjoy a light meal and refreshing drinks in the tranquility atmosphere. Private dinners and banquets can be arranged at the hotel.

24 hour in-room dining24 hour in-room dining is available throughout the hotel.

74 | P a g e

Spa & fitness overview

Take your body on a journey of transformation as you enter the serene and soothing haven of the Spa and Fitness Centre. Let the healing hands of trained therapists ease away the stress of hectic urban life. Get pampered with treatments based on Aromatherapy, Ayurveda, Eastern and Western techniques and feel your body and spirit get gently revitalised. Or energise yourself at the modern gymnasium that features state of the art fitness equipment. A session at The Oberoi Spa & Fitness Centre promises to leave you refreshed and rejuvenated.

75 | P a g e

Salon Treatments

Hair Care Gentlemen Ladies

Shampoo, cut and blow dry 1,200 2,000

Shampoo and blow dry 800 1,600

Hair spa repair treatment - 1,600

Indian head massage - 2,400

Epliation

Full leg waxing 1,200 -

Half leg waxing 800 -

Arm waxing 1,000 -

Under arm waxing 800 -

Back waxing 1,500 -

Eye brows threading 500 -

Upper lip threading 500 -

Chin threading 500 -

Forehead threading 500 -

Full face threading 1,200 -

Polish Change 500 -

76 | P a g e

Yoga and meditation

Yoga sessions include meditative postures and breathing techniques that will help customer attain a state of well-being and serenity.

The Complete Spa Experience

To ensure your spa experience is a relaxing journey into a different world, they recommend the following:

Schedule your therapy 24 hours in advance in order to ensure availability. Consult our therapists who will be pleased to advise you on a therapy that suits your

individual needs. Cellular phones and electronic devices must be switched off. Enjoy a relaxing shower before your therapy. Arrive at the spa reception 30 minutes prior to your therapy in order to change and

prepare yourself. Gentlemen who are having a facial are advised to shave at least 3 hours before their

therapy. Schedule your therapy at a time when you will be able to relax for at least one hour

after the therapy. Guests with high blood pressure, heart condition or other medical complications and

ladies who are pregnant should consult their doctor before scheduling an appointment for spa therapies.

Home spa - Most of the body and skin care products that we use in our therapies are available for purchase. We encourage you to ask your therapist how to use these products to continue your spa experience at home.

77 | P a g e

Fitness facilities

State-of-the-art Life Fitness machines are available for guests free of charge. Equipment includes Rowing Machines, Cross Trainer (with headphones and TV), Exercycles, Multigym and Treadmills (with headphones and TV).

Golf, Horseriding, Squash and Tennis are all available within 15 minutes driving time of the hotel.

Outdoor Swimming Pool Steam Arm Curl Cross Trainer Chest Press Dumbells Exercycle Lat pull down Leg curl Leg extension Multi gym Pectoral Fly Rowing Machines Shoulder Press Treadmills

78 | P a g e

Swimming pool

The outdoor swimming pool at The Oberoi Grand is an oasis of peace and quiet in the middle of a busy city. Drinks and snacks are available at the poolside bar. Use of the pool is free to guests.

79 | P a g e

Meetings at The Oberoi Grand, Kolkata

A 24 hour business centre fully equipped with modern facilities includes a meeting room, secretarial and courier services, photocopier, fax, PC, Internet, email and document binding.

The spectacular Ballroom at The Oberoi Grand is ideal for large conferences and receptions and accommodates up to 800. Three meeting rooms, including a board room, are suitable for smaller business gatherings and seminars. The hotel offers a satellite teleconferencing facility.

All guest rooms feature dual line direct dialling with dataport and voicemail, and an executive workdesk. Deluxe rooms have a dedicated fax machine

80 | P a g e

Seating capacities

VenueDimension(in feet)L x B x H

Seating Capacity

Theatre Classroom U–shape Sit DownBoard Room

Cocktails

Ballroom108 x 60 x 19

800 250 120 300 - 800

Burdwan Suite41 x 25 x 12.5

75 35 35 50 30 75

Cooch Behar Suite41 x 25 x 12.5

75 35 35 50 30 75

Board Room16 x 20 x 12.5

- - 10 - 10 -

Burdwan Coochbehar Suites

41 x 50 x 12.5

150 80 80 80 50 125

81 | P a g e

Meeting facilities

Microphone Collar Mike (with wire) Cordless mike (hand held or collar) Extra Carousel Tray Laser Pointer OHP with Screen (4*4) OHP with Screen (8*6) Slide projector with screen Metallic OHP with screen LCD projector with screen Screen (4*4) Screen (8*6) Back projection Screen with masking Desktop Computer with monitor Monitor Television VCR (multisystem) Stereo System (Tape Deck-50 watts) Stereo System (CD & Tape Deck-500 watts) Audio recording per hour Video recording per cassette Spot Light Spot Light halogen Videoscope VHS Cassette Videoscope U-Matic Cassette Data projector for computer projection Beta player

82 | P a g e

Tariffs & policies

   Room Type

Rates in INR

Valid from

01 Oct, 11 to 31 Aug, 12

01 Sep, 12 to 31 Aug, 13

Single Double

Deluxe Room 19,000 20,500

Luxury Room 22,000 23,500

Premier Room 24,000 25,500

Premier Balcony Room 28,000 29,500

Classic Suite 35,000 35,000

Deluxe Suite 45,000 45,000

Luxury Suite 65,000 65,000

Arrival and Departure Policy

Check in - 1400 HoursEarly arrival is subject to availability. For guaranteed early check-in, reservation needs to be made starting from the previous night.

Check out - 1200 HoursLater check-outs are available on request and subject to availability.

A recent Government notification requires guests to present proof of identity at the time of check in. Guests are requested to carry with them the required document during their travel.

Guarantee Policy

All bookings must be guaranteed at the time of reservation by a Credit Card or Travel Agency. All major credit cards are accepted.

83 | P a g e

Cancellation Policy

Any cancellation received within 48 hours prior to arrival, will be subject to a one night room charge.

Child Policy

Two children up to 8 years of age can stay in the parent's room without an additional charge. However, a maximum of one child's bed can be placed in a room which will be provided at no additional charge.

One child over 8 but less than 12 years can stay in the parent's room. A child's bed is provided at no additional charge.

For two children between 8 and 12 years an additional room is necessary. The rate of this room will be 50% of the parent's applicable room rate.

If a child is above 12 years of age, a separate room will be required at the parent's applicable room rate. (An extra bed shall not be provided for anyone over 12 years of age.)

84 | P a g e

Awards

Award Awarded By

Top 10 Luxury Hotels in India(Ranked 2nd)

TripAdvisor, Travelers’ Choice Awards 2010

Best Hotels and Resorts in the World

Forbes Traveler 400, The World’s Best Hotels and Resorts 2009

Top 10 Luxury Hotels in India(Ranked 1st)

TripAdvisor, Travelers’ Choice Awards 2009

Best Hotels and Resorts in the World

Forbes Traveler 400, The World’s Best Hotels and Resorts 2008

Top 25 Conference Hotels in Asia Smart Travel Asia Poll 2007

Top Hotels in India Zagat Survey, Top International Hotels, Resorts and Spas 2005

Best Business Hotel in Asia: Nominated

International Business Asia and CNBC

Best Hotel in the Five Star Deluxe Category in Eastern India

Ministry of Tourism, Government of West Bengal

85 | P a g e

86 | P a g e

CHAPTER:4RESEARCH METHODOLOGY

DATA COLLECTIONDATA PRESENTATIONSwot analysis

DATA COLLECTION

The data collected are mostly of secondary nature. It comprises of hotel sales based on MTD (month to date), YTD(year to date), forecasted sales and variance, occupancy, ARR (average room rate), RevPAR (revenue per available room), major players and customer feedback has been collected from secondary data.

The secondary data collected can be classified into two categories:

Internal data sources which comprises of monthly sales report, financial records, miscellaneous reports.

External data sources which comprises of E- questionnaires forwarded from hotels web portal, business publications.

DATA COLLECTION PERIOD

The research data for the aforesaid parameters has been collected over a period of 30 days, ranging from 1st December ’11 to 31st December ’11.

87 | P a g e

PARAMETERS AVERAGE FIGURES

MONTH TO DATE ( BROUGHT TO AVG)

FORECAST VARIANCE

Total rooms 209 6270

Rooms sold 185 5550 5643 93

Occupancy % 88.50% 90% 1.5ARR( Average room rate) 5970 7544 -1574RevPAR ( Revenue per available room) 5283 6789 -1506

DATA TABULATION AND FINDINGS

HOTEL PERFORMANCE

The data presented shows the average approximate figures of total rooms, rooms sold, occupancy, ARR and RevPAR for a period of 30 days.

Total revenue = 1104450

ARR = Total room revenue/ No. of rooms earned revenue (1104450/185 = 5970)

RevPAR = ARR* Occupancy percentage (5970*88.5% = 5283)

FINDINGS

The above data indicates the hotel’s performance, which is brought down to average over a period of 30 days.

The MTD column exhibits the hotel room sales up to the 30th day.

The forecast and the variance column try to match the hotel’s actual and expected sales performance based on Occupancy, ARR and RevPAR.

88 | P a g e

EXHIBIT 1: ACTUAL AND FORECASTED HOTEL SALES BASED ON ARR AND REVPAR.

DEFINING ARR (AVERAGE ROOM RATE) AND REVPAR (REVENUE PER AVAILABLE ROOM)

ARR (AVERAGE ROOM RATE)

The number represents the average rental income per occupied room in a given time period. ARR along with the hotel’s occupancy are the foundations for the hotel’s financial performance. ARR can be calculated by dividing the room revenue by the number of rooms sold. ARR is one of the commonly used financial indicators in hotel industry to measure how well a hotel performs compared to its competitors and itself on yearly, half-yearly, quarterly, monthly, weekly and daily basis. It is common in the hotel industry for the ARR to gradually increase year over year bringing in more revenue. However, ARR itself is not enough to measure the performance of the hotel. One should combine ARR, occupancy and RevPAR to make a sound judgement on hotel performance.

89 | P a g e

ARR

RevPAR

0 1000 2000 3000 4000 5000 6000 7000 8000

7544

6789

5970

5283

variance analysis

Actual Forecast

HOTELS TOTAL ROOMS OCCUPANCY ROOMS SOLD ARR (INR)The Oberoi Grand 209 88.50% 185 5970

Taj Bengal 228 84% 192 7935

ITC Sonar 239 80% 191 7564

The Park 149 90% 135 7100

REVPAR (REVENUE PER AVAILABLE ROOMS)

RevPAR or revenue per available room, is a performance metric in the hotel industry, which is calculated by multiplying a hotel’s ARR by its occupancy rate.

Since it is only a measurement for a point in time ( a day, or month or year) it is most often used in comparison to competitors within a custom defined market, trading area or a self selected competitive set as defined by the hotel’s owner or manager. Also, comparisons are usually best considered between hotels of the same type, or with target customers ( Full service, luxury, extended stay, economy).

DETERMINANTS

Successful RevPAR numbers differ from market based on demand and other factors. Best coampared across like time periods. Best compared across similar seasonal time periods.

MARKET SHARE ANALYSIS

The data represents the average approximate figures of total rooms, occupancy, rooms sold and ARR of four hotels in the five star segments in the city of Kolkata for a period of 30 days.

90 | P a g e

FINDINGS

The given data indicates the occupancy and ARR (market share parameters) of the four leading five star hotels in city.

EXHIBIT 2: TOTAL ROOMS AND ROOMS SOLD FOR THE PERIOD

EXHIBIT 3: COMPARISON AMONG FOUR HOTEL BRANDS BASED ON OCCUPANCY.

91 | P a g e

The oberoi GrandTaj Bengal

ITC SonarThe Park

0

50

100

150

200

250209 228 239

149

185 192191

135

Total rooms Rooms sold

89%

84%80%

90%

Occupancy

The Oberoi GrandTaj BengalITC Sonar4th Qtr

The above exhibits shows the total rooms, rooms sold and ARR across four major hotel brands in the city (Kolkata), namely The Oberoi Grand, Taj Bengal, ITC Sonar and The park.

The Park tops the list in terms of occupancy, following The Oberoi Grand, Taj Bengal and ITC Sonar.

THE OBEROI GRAND –SWOT ANALYSIS

STRENGTHS

Oberoi brand image-symbol of supreme quality of service. Centrally located, close to the business hub, Dalhousie Heritage property attracts foreigners. Spa and beauty salon. Speciality restaurant- baan thai. Spacious rooms Backed by very good staffs. Old world charm that compliments the right amount of serenity.

OPPORTUNITIES

Bigger media coverage and marketing initiative. Bigger business centre with state of art technologies. 24 hours coffee shop Introduction of new concepts in cuisine and revamping of existing outlets. A more lively bar. Attractive loyalty programmes.

92 | P a g e

Need for contemporary banquet facilities Introduction of an all round pastry house Introduction of a theme bar(lounge jazz)

93 | P a g e

WEAKNESS

Location frequently affected by traffic congestion and political rallies Distance from the rapidly growing business area-relocation of government offices

and IT set ups in eastern Kolkata Product less appealing to young clientele Structural limitation of banquet areas: common entrance, common pre function

areas for smaller halls No open banquet areas: main attraction in wedding functions during winter months Lack of attractive loyalty programmes Lack of marketing initiatives-low recall value Fewer restaurants Restaurants lack distinctive identity Limited facilities at the business centre No separate kitchen for the belvedere club

THREATS

Saturation of market in central and northern Kolkata hindering business growth Science city and salt lake stadium are the preffered conventions centers Better brand recognition of competitors threatening business opportunities

through global channels Exclusive branding of high value rooms at competition hotels Exclusive facilities for club members-separate guest floor,dining areas and lounge Membership to the spa and health club for non resident at competition Heavy discount on slack season by competitors leading to pice wars Introduction of budget hotels for the price conscious traveler Lack of regular marketing communication as compared to the other hotels The hawkers outside the hotels becoming a permanent problem

94 | P a g e

CUSTOMER FEEDBACK

SAMPLE SIZE =10

Segmentation on the basis of business traveler and leisure traveler

Customer were asked to rate the hotel out of five based on parameters such as value, location, sleep quality, rooms, cleanliness, service.

Rating given by respondent :1

PURPOSE OF VISIT: BUSINESS

Overall, it's a very good hotel and I would definitely stay here--when I can afford it--the next time I come.Graph:1

RESPONDENT: 2

PURPOSE OF VISIT: VACATION

I really recommend this hotel highly enough regardless of whether you're visiting on business or holidays. It's luxury and for what you get, really very good value.

95 | P a g e

VALUE LOCATION SLEEP QUALITY ROOMS CLEANLINESS SERVICE0

1

2

3

4

5

6

RESPONDENT:1

PARAMETERS

Graph:2

VALUE LOCATION SLEEP QUALITY ROOMS CLEANLINESS SERVICE0

1

2

3

4

5

6

RESPONDENT:2

PARAMETERS

RESPONDENT: 3

PURPOSE OF VISIT: holiday

The staff is very friendly. We only had the breakfast buffet which was excellent. The pool area is big enough

Graph:3

96 | P a g e

VALUE LOCATION SLEEP QUALITY ROOMS CLEANLINESS SERVICE0

1

2

3

4

5

6

RESPONDENT:3

PARAMETERS

RESPONDENT: 4

PURPOSE OF VISIT: BUSINESS

The best part of this hotel is their staff . I have never seen staff so helpful ... They will always have a smile on their face . They made me breakfast at 5 am in the morning :)

97 | P a g e

Rooms are very beautiful and nicely decorated . For sure every time i go to Calcutta now I would be staying here .

Graph:4

VALUE LOCATION SLEEP QUALITY ROOMS CLEANLINESS SERVICE0

0.5

1

1.5

2

2.5

3

3.5

4

4.5

Chart Title

PARAMETERS

RESPONDENT: 5

PURPOSE OF VISIT: holiday

98 | P a g e

I would certainly recommend the Oberoi Grand, expensive - but we all need a treat sometime.

Graph:5

VALUE LOCATION SLEEP QUALITY ROOMS CLEANLINESS SERVICE0

1

2

3

4

5

6

Chart Title

PARAMETERS

RESPONDENT: 6

PURPOSE OF VISIT: BUSINESS

99 | P a g e

This hotel is everything it's said to be. It's as much a part of your holiday as going to Kolkata in the first place.We stayed here one night, and did not leave the room once.

Graph:6

VALUE LOCATION SLEEP QUALITY ROOMS CLEANLINESS SERVICE0

1

2

3

4

5

6

Chart Title

PARAMETERS

RESPONDENT: 7

PURPOSE OF VISIT: BUSINESS

100 | P a g e

Stayed a couple of days in January 2012 at this wonderful hotel. We loved the old style, fantastic, fantastic, fantastic. If we go back to Kolkata again in future. Only one choice for us when it comes to hotel.

Graph:7

VALUE LOCATION SLEEP QUALITY ROOMS CLEANLINESS SERVICE0

1

2

3

4

5

6

Chart Title

PARAMETERS

RESPONDENT: 8

PURPOSE OF VISIT: BUSINESS

101 | P a g e

Checked into Oberoi after the elaborate security check in. Rooms are a bit old style. Nothing much has changed in the last few years as I have been on & off staying in the hotel. Bathrooms are just about ok, everything is functional. Food particularly breakfeast is average,not much of choice for south Indians. Food quality is average.

Graph:8

VALUE LOCATION SLEEP QUALITY ROOMS CLEANLINESS SERVICE2.7

2.8

2.9

3

3.1

3.2

3.3

3.4

3.5

3.6

Chart Title

PARAMETERS

RESPONDENT: 9

PURPOSE OF VISIT: BUSINESS

102 | P a g e

Stayed for 1 night, usually I do not re-call my stay in any business hotel if its just 1 night stay, but this one was unusually good.

Graph:9

VALUE LOCATION SLEEP QUALITY ROOMS CLEANLINESS SERVICE0

0.5

1

1.5

2

2.5

3

3.5

4

4.5

Chart Title

PARAMETERS

RESPONDENT: 10

PURPOSE OF VISIT: holiday

The hotel is beautiful both inside and out. It is well laid out overlooking a central courtyard.The food is great although a little pricey and the staff are really friendly.

103 | P a g e

The rooms are comfortable, so you are guaranteed a good night's sleep.It is a lovely hotel to come back to especially after a hectic day's sightseeing.

Graph:10

VALUE LOCATION SLEEP QUALITY ROOMS CLEANLINESS SERVICE0

1

2

3

4

5

6

Chart Title

PARAMETERS

FINDINGS

Based on the sample survey it is obvious that customer rate OBEROI GRAND KOLKATA very highly. The findings shows us that this hotel scores high marks in terms of value, service and cleanliness. Rooms and sleep quality also scores high marks

104 | P a g e

according to respondents. But the problem arises with the location. This is due to the Hawker’s problem outside the hotel.

Graph:11

VALUE

LOCATION

SLEEP QUALITY

ROOMS

CLEANLINESS

SERVICE

0 0.5 1 1.5 2 2.5 3 3.5 4 4.5 5

4.6

3.4

4

4.2

4.4

4.6

Chart Title

PARA

MET

ERS

LIMITATION OF THE STUDY

Due to the absence of primary data, the research was restricted to and highly dependent on secondary data source. The secondary data collection method has its own set of impediments relating to,

Limited sampling and respondent availability. Certain populations are less likely to have internet access and to

105 | P a g e

respond to online questionnaires. It is also harder to draw probability samples based on e-mail addresses or website visitations.

Possible cooperation problems. Although online surveys in many fields can attain response rates equal to or slightly higher than that of traditional modes, internet users today are constantly bombarded by messages and are thus reluctant to take such surveys.

No interviewer.  A lack of a trained interviewer to clarify and probe can possibly lead to less reliable data.

May result in biased sample. E-questionnaires are forwarded to selected people and the resultant sample is drawn from such population.

106 | P a g e

107 | P a g e

Chapter:5

Appendices

Conclusionbibliography

CONCLUSIONS

The journey has been quite enriching for me. While doing the project i had to gather a lot of information regarding hotel industry. I have gathered a lot of experience while working at THE OBEROI GRAND KOLKATA as a sales and marketing intern. The atmosphere there was very pleasant. Each and every member were very friendly. The knowledge I have gained is invaluable.

It has helped me to understand the hospitality industry as a whole. While doing this project I came to know about the different terminologies regarding hospitality industry.

In whole I can say that the whole journey has been quite enriching for me. This project has completely changed my perception about the hospitality industry.

108 | P a g e

BIBLIOGRAPHY AND REFERENCE

WWW.TRIPADVISOR.IN

WWW.VIRTUALTOURIST.COM

WWW.EXPEDIA.CO.IN

WWW.OBEROIHOTELS.COM

WWW.HOTELIERS.COM

WWW.WIKIPEDIA.COM

109 | P a g e