Holiday inn entrepreneur profile
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Holiday Inn
Entrepreneur’s Profile
1
A Brief Introduction
» Holiday Inn is a franchise of Intercontinental Hotels Group
» Intercontinental Hotels Group (IHG) is the world’s most global hotel company and the largest by number of rooms
» Holiday Inn started its operations in Lahore in 1996» Holiday Inn is the only international hotel brand
working in Lahore
A Young and SuccessfulEntrepreneur
KHAWAJA KHURRAM
d
Facts about Khawaja Khurram
» Born on 24th December, 1968» In 1989, went to Texas USA and studied hotel
management» Part time worked in various hotels during studies,
mainly in Starwood Hotel» In 1995, came back to Pakistan» In 1996, turned his passion into reality by acquiring
the rights of Holiday Inn and started his own venture in Lahore
According to Mr. Khurram
“Inspiration, motivation and experience is always important”
A Personal interaction withKhawaja Khurram
What ignited the spark in you to start a new business venture?
?
What do you think are the top three skills needed to be a successful entrepreneur?
» Self awarenessKnow who you are.
» CourageThe willingness to take risks.
» Accepting failures Mistakes are your best teachers.
SUCCESS FACTORS
As a franchised entrepreneur, why did you choose Holiday Inn?
» Most well known and best loved brand in the world
» The powerhouse of the ‘IHG’ engine(intercontinental hotel group)
Personality Traits
Traits or characteristics of Khawaja Khurram
Hard worker Risk taker Innovative Self-confident Strong leader Creative Energetic person
“Everyone has got a talent, what is rare is the courage to nurture it.”
Holiday Inn
Vision and Mission
2
VISION
Question
What was your vision behind this venture?
A
*Vision is the art of seeing what is
invisible to others*
VISION
Definition: Corporate vision is a short, succinct,
and inspiring statement of what the organization intends to become and to
achieve at some point in the future, often stated in competitive terms
Vision
To win in service by proactively offering
customers the most valuable assistance, information and support in uniquely warm
and caring manner
MISSION
Mission
A mission statement is a formal short written statement of the purpose of existence of an
organization
Mission
“Great hotels guests love”
Key Success Factors
Key success Factors
“The factors that determine a company’s ability to compete successfully in an industry”
Key success Factors for Hotels
Tight cost controlTrained and honest employeesClose mentoring of wasteSite selectionMaintenance of food qualityConsistencycleanliness
Holiday Inn
Product Knowledge
3
HOLIDAY INN LAHORE
ROOMS
Total Rooms 120
Standard Rooms 92
Suite 08
Executive Rooms 20
Total Rooms 120
Standard Rooms 92
Suite 08
Executive Rooms 20
ROOMS
PRIORITY FLOOR SINGLE / DOUBLE DELUXE / EXECUTIVE SUITE
EXECUTIVE CLUB FLOOR SINGLE / DOUBLE DELUXE / EXECUTIVE SUITE
Restaurants
• Lahore Gates Café• China Grill• Only Pool Side Roof Top BBQ Restaurant
Lahore Gates Café
Menu Buffet / à la carte
Location Ground Floor
Capacity 115
Entertainment Live Singing
China Grill
• Menu à la carte
• Location Ground Floor
• Capacity 100
• Entertainment Chinese Music
BBQ Restaurant
• Menu Buffet / à la carte
• Location Roof Top
• Capacity 100
• Entertainment Traditional Music
Banquets
• Daffodils Hall
• Blossoms Hall
• Executive Board Rooms
Daffodils Hall
• Located on the Lower Ground Floor, with the following Banquet capacities:-
Hall Theatrical U Shape Round Table
Daffodils 700 80 250
Daffodils (A) 550 80 175
Daffodils (B) 150 60 70
Blossoms Hall
Located on the Mezzanine Floor, with the following Banquet capacities:-
Shape Capacity
Theatrical 400
U Shape 80
Round Table 150
Block Table 80
EXECUTIVE BOARD ROOMS
Room Theatrical U Shape Round Table Block Table
Executive Conference
Room35 20 20 22
Executive Board Room 40 22 24 24
HEALTH SERVICES
• Gymnasium
• Swimming Pool
• Sauna and Jacuzzi
• Steam Bath
OTHER SERVICES
• DRINK OF THE MONTH• ELITE CLUB• MEN HAIR SALOON• WEDDING FUNCTIONS• IN-HOUSE MOVIES / TV PROGRAMMES• INTERNATIONAL DIRECT DIALING (IDD)• PHOTOGRAPHER• ELECTRONIC SAFE DEPOSIT BOXES
Holiday Inn
SWOT Analysis
4
QUOTATIONS
"Problem-solving" is not planning"Planning" is not the same as "problem-solving"
Effective planning can not be done without addressing the problems that are critical
Not all problems deserve attention. Some just go away.
T
SS
O
W
SWOT Analysis
SWOT Analysis is the Key Component of Strategic Development.
It can prompt actions and responses» Internal» External
› Build on strengths› Exploit opportunities› Resolve weaknesses› Avoid threats
SWOT Analysis
» Successful businesses build on their strengths, correct their weaknesses and protect against internal vulnerabilities and external threats.
» They also keep an eye on their overall business environment and spot and exploit new opportunities faster than competitors.
» Strengths, Weaknesses, Opportunities and Threats (SWOT) analysis is a tool that helps many businesses in this process.
QUESTION How important is for you to build on your
strength in the face of weaknesses?
STRENGTHS
STRENGTHS
» Definition of strength» Strengths are the positive internal factors that
a company can use to accomplish its goals and objectives
STRENGTHS
STRENGTHS OF HOLIDAY INN LAHORE
Only international chain hotel in Lahore Completely renovated with international standard
and quality in Pakistan- a novelty withcontemporary feel
Sales team willing to create a difference Excellent recreational facilities Food quality and Presentation
WEAKNESSES
WEAKNESSES
» Negative internal factors that inhibit company to accomplish its goals and objectives
Weaknesses
» Being on the road , lot of hurdles in selling the hotel because of security point of view
» Limited F&B outlets » Limited rooms facilities» Parking is not properly maintained
How did you turned the challenges into opportunities ?
OPPORTUNITIES
Opportunities
» Positive external factors that a company can use to accomplish its goals and objectives
Opportunities
With PC under great threat it opens door to attract their customers Changing trends in the
industry
THREATS
THREATS
Negative external factors that inhibits a company to accomplish its goals and
objectives
Threats
» Terrorist activities in Pakistan» Possibility of political instability» Reduction of rates by the competition-
discounting tendencies» Lack of business activities & tourist influx» Negative propaganda of competition
Holiday Inn
Organizational Structure
5
Organizational Hierarchy
Service Profit Chain
Service Profit Chain
» The service-profit chain is a powerful phenomenon that stresses the importance of people – both employees and customers – and how linking them can leverage corporate performance.
» The service-profit chain is an equation that establishes the relationship between corporate policies, employee satisfaction, value creation, customer loyalty, and profitability.
Main Benefits
• Customers stay with the company longer • Customers deepen their relationship with
company • Customers demonstrate less price sensitivity • Customers recommend company's products
or services to others
Holiday Inn
Market Analysis
6
Market analysis
• Why market analysis is Important?• Competitive intelligence
Competitors
Main competitors
General trends
• Construction cost have risen over 25% since 2007
• The hotel pipe line is strong and getting strong• Awareness
Industry Analysis
Hotel industry analysis
Avari22%
PC63%
Holi-day Inn
14%
properties by sizeProperties by size
• Holiday inn 120• Avari 186• PC 526
Hotel industry analysis
Average Room Revenue
• Holiday inn, Rs 7345• Avari, Rs 8250• PC, Rs 7345
Avari34%
PC37%
Hol-iday inn
30%
ARR
Hotel industry analysis
Occupancy
• Holiday inn 62.08• Avari 48.5• PC 34.7
Avari33%
PC24%
Holiday Inn43%
Room revenue
• Holiday Inn 16.9m• Avari 18.24m• PC 22.75m
RR0
5
10
15
20
25
PCAvariHoliday Inn
What price for loyalty?
Holiday Inn customers are more brand loyal and less price focused
Key accounts
Brand loyalty0
10
20
30
40
50 4540
50
PcAvariHoliday Inn
• Man diesel• Sanofi Aventis • Tera data• HBL• JSI Research• AVICONAviation• Nestle• ATCO
Holiday Inn
Strategies7
What are the best strategies that you have adopted to retain your
current customers and attract new customers is the face of stiff
competition ?
Question
Answer
Unique selling proposition "Be clear – if you cannot identify any competitive advantages
offered by your existing products or services, than you need
to improve them so that you can." (Phil Stone )
USP Continued…
• A unique selling proposition (USP) defines your competitive advantage Your must identify what makes you different from your competitors and emphasize these advantages in your marketing
Strategies
Strategy
PositioningPositioning refers to the perceptionof a property by the guest
It is the property's imageor uniqueness--which gives you thewherewithal to sell it to your guests Knowing your product and how toposition it is a fundamental key tosuccess in the hotel business
Sales Goals & Objective
Since marketing goals cannot bemet without sales, it is wise to lookat each revenue-producing center
and set goals for each.
To Increase the Annual Room Revenue
• 72% Occupancy
• 7345 ARR
Sales strategy
“80% of the results come from 20% of the causes. A few things are important; most are
not." (Richard Koch)
Focus every salesperson's effort on the 20% of products that generate 80% of sales, and on the 20% or customers who generate 80% of sales and 80% of profits
80% of any industry's profits come from 20% of its customers;
Key to the 80/20 Success
• Customer retention• Customer intimacy• Customer delight• Superior customer value• Customer care
Action plan implementations
Action speaks louder than words but our action speaks care and concern
Sales calls to Multinational companies Extensive telemarketingFollow ups
“It is not enough to stare up the steps – we must step up the stairs."
Vance Havner
Suggestions
More team work Creative approach towards customer service More empowerment of employees
It's People, Service, Profit, not Profit, Service, People."
Fred Smith, Founder, Federal Express