Khar Education Society

College Of Commerce and Economics

Project Report On:LEELA V/S HYATT HOTEL

Submitted By:Ms. Mittal Prakash Jadav

T.Y.BMSRoll No.: S-316

Project Guide:Ms. Rupa Adatia

Bachelor of Management Studies2010-2011

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Declaration

I, MITTAL JADAV , student of Khar Education Society College Of

Commerce and Economics, Khar (W) of T.Y.BMS hereby declare that I

have completed this project on LEELA V/S HYATT HOTEL in the

academic year 2010-2011. This information submitted is true and

original to the best of my knowledge.

Date: 13st September 2010

Signature of Student

Ms. Mittal Jadav

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Certificate

I hereby certify that Mittal Jadav student of Khar Education Society

College of Commerce and Economics, Khar (W) of T.Y.BMS has

completed a project on “LEELA V/S HYATT HOTEL” in the academic

year 2010-2011. The information submitted is true and original to the

best of my knowledge.

Signature of Project Guide

Ms. Rupa Adaita

Signature of Co-coordinator

Ms. Jaya Dudani

Signature of Principal

Ms. Nandini Deshmukh

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Acknowledgement

I would like to thank in my own humble way my

supervisor for his guidance and supervision,

which has played a vital role in the completion of this

Project.

I would be failing in my duty if I do not thank the

students, teachers and people who cooperated in the data

collection.

In addition I am thankful to my family who has been

supportive of my work. I am extremely grateful to my

parents who always wanted the best for me and

encouraged me to persevere.

Ms. Mittal Jadav

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TABLE OF CONTENTS:

Contents: Page No:

How to start a Hotel? 6

THE LEELA The Leela, Palaces & Resorts 7 The Leela, Kempinski Mumbai 9 Hotel Facilities and services 10 Hotel Accommodations 17 Policies 20 Procedure 22 Standard 23 Budget 24 Swot analysis 25

HYATT Global HYATT Corporation 26 History 27 Hyatt Regency, Mumbai 28 Hotel Facilities and services 29 Hotel Accommodations 36 Policies 37 Procedure 38

Standard 39 Budget 40 Swot analysis 41

Conclusion 43

Bibliography 44

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HOW TO START A HOTEL?

In order to start any hotel, there is certain procedure to be followed by any organizational.

Planning is considered to be the most essential step for starting any business. So without planning, formation of the hotel is also not possible.

Planning includes the following steps:a) Allocation of funds.b) Market research.c) Analyzing of the information collected.d) How to co-ordinate the manpower.e) How to actually implement the following resources.

Collecting information about the area where the hotel is supposed to be set up, in respect of its size and surrounding location and also about the number of hotels running in the vicinity.

The next step is to approach the BMC for their approval in order to run the hotel on the location selected.

In any deluxe hotel there has to be better and additional facilities for which approval and license is required from respective authorities of the government.

For example: a) for opening any heath centre and gymnasium they Need to acquire NO OBJECTION CERTIFICATE (NOC) from the BMC Health Dept.

They also need to appoint manpower having qualified degrees in hotel

management.

Arrangements should also be made in providing proper room facilities, sitting space, etc. Care should also be taken in respect with the sizes and architecture of the rooms. Interiors should be made comfortably as to not create any inconvenience to the customers.

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INTRODUCTION

THE LEELA Palaces & Resorts

THE LEELA, GOA

The Leela Palaces and Resorts, four of India's finest deluxe hotels, hallmark the essence of India in Mumbai, Goa, Bangalore and Kovalam. The Group has established a global leadership position in the 5-star luxury hotel and resort industry for the world's most discerning business and leisure travelers. The proximity to International airports and central business districts, strategic location, individuality, architectural aesthetics, lush greens and the intrinsic Indian culture and heritage distinguishes the group from the rest. The Leela is committed to striving for excellence and exceeding expectations based on the ancient Indian philosophy that the 'Guest is God'

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Kempinski hotels and The Leela Palaces & Resorts have extended their partnership in India. In addition to The Leela Kempinski hotels in Mumbai, Bangalore, Kovalam and Goa, five new hotels in Gurgaon Delhi, Udaipur, Chennai, Hyderabad and Pune will be included in the agreement in the next four years. The year 2008 will see the launch of at least two more business hotels, one in Chennai on the Marina beachfront and the second in Hyderabad which will set new benchmarks for luxury in this city of Charminars and biryanis. The Indian hospitality industry is experiencing a boom and most international brands are constantly looking for entry opportunities in this market especially with inbound and outbound travel soaring from India.

The five new hotels and the expansion of The Leela Palace Kempinski in Bangalore will see addition of 1600 rooms to the group inventory of 1006 rooms now.

MISSION STATEMENT:

Hoteliering has gone beyond the status of an industry. It is today an art form. It starts with innovation, continues the search for excellence, and finally celebrates perfection. These are precisely the three pillars on which The Leela Group has built its reputation.

Innovation

Excellence

Perfection

They also represent the three faces of modern India. The India which dares to take on the world with its world-class technology, its great tradition ' enriched over the centuries and its obsessive desire to be hospitable to travelers from all over the world. But beyond all this is the simple fact: We love and enjoy people. It is this that has made us what we are. It is this that must inspire us in the years to come.

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THE LEELAKEMPINSKI MUMBAIThe Essence of India

Set amidst 11 acres of lush landscaped gardens, cascading waterfalls, lotus pools and fountains, The Leela Kempinski, Mumbai is a 5minute drive from the international airport and 15 minutes from the domestic airport. Located in close proximity to North Mumbai’s commercial center and export, it is an oasis of tranquility amidst a concrete jungle.

It’s never too easy to stay in the hospitality industry especially with younger competitors showing plenty of enterprise in the market. But The Leela Kempinski Mumbai continues to reinvent itself with fresh ideas, even better standards and a world-class product. The Leela Kempinski Mumbai closed as one of the top two hotels in North Mumbai in Revpar, says Indrajeet Banerjee, Head-Sales and Marketing, The Leela Kempinski Mumbai.

Typical of The Leela, the new Royal Club rooms will Under-promise and over-deliver, increasing the expectation level of the guests. The strong customer response and buoyancy in the travel economy has prompted the hotel to look at healthy growth in revenues.

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THE LEELA KEMPINSKI, MUMBAI

HOTEL FACILITIES AND SERVICES

423 elegantly furnished deluxe rooms & suites Large   business desk in all rooms

Electronic safe in all rooms2 Line telephones in all rooms3"' phone in all the bathrooms 100 channel cable TVFully stocked mini-bar Broadband high-speed internet accessBusiness CentreConcierge Services24 hr In-Room diningLaundry & Dry cleaningDaily City CoachBoard rooms & Meeting roomsBeauty ParlorHealth Club & FitnessMassage ServiceOutdoor Swimming pool & Squash Court

DINING & ENTERTAINMENT

Citrus - All-day Dining Restaurant

The Great Wall- Chinese Cuisine

Fiorella - Italian Cuisine (Under Renovation from 1st March - Dec 2005 )

The Lobby Lounge

Six Degrees - The Cosmopolitan Bar

Zaha - Lounge bar / Night club

OTHER FACILITIES

Shopping Arcade Limousine and Car Hire Services

Parking for 150 cars Foreign Exchange Services

Travel Agency Post and Parcel Services

Pastry Shop Same day Laundry Services

Art Gallery Baby Sitting

Concierge Florist

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Ballroom

Deluxe suite

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Restaurant

Different packages till December

1. BED & BREAKFAST

A great start to your day - Bed & Breakfast Packages available in every Kempinski Hotel Worldwide!

What the package includes

* No credit will be provided if you choose to forego breakfast on any given date during your stay - reserved at the Bed & Breakfast rate. * Breakfast is served only in the main restaurant during normal breakfast meal operating hours. * Breakfast, as included in the Bed & Breakfast Package, may be also served by Room Service delivery to the room, for an additional service charge. * Entitlement to breakfast included in the rate expires at the end of the normal serving time for the breakfast meal period in the hotel's designated breakfast restaurant. 

Additional guests may be subject to additional hotel charges.

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2. WEEKENDS AT KE MPINSKI

Weekends as Weekends should be!

What the package includes

Weekends at Kempinski hotels are now more attractive!

Enjoy luxurious accommodations at your chosen Kempinski hotel, wake up at your own pace and take advantage of an all day breakfast(*) service and a late check-out (subject to availability) on your day of departure.

Time for a romantic weekend, to discover a new destination or just that weekend away relaxing in the spa. Discover exciting locations worldwide with Weekends at Kempinski. Weekends as weekends should be!

* for arrival on Fridays or Saturdays at Kempinski hotels in Europe, Africa and Asia; or

* for arrival on Thursdays or Fridays at the Kempinski hotels located in the Middle East.

* reservations must be made for a minimum of two (2) nights and a maximum of three (3) nights.

(*) Breakfast served in the main restaurant during normal breakfast meal operating hours. Outside the normal breakfast meal period, Continental Breakfast will be served in the room, upon request, by In Room Dining service.

3. KEMPINSKI BUSINESS PACKAGE

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Make your next business journey a great success and reserve the Kempinski Business Package which includes

* Breakfast * Internet access * Laundry

What the package includes

Kempinski hotels are now offering a limited time Kempinski Business Package at its city hotels, inclusive of:

* Room (single or double occupancy)

* Breakfast (for up to 2 people)

* Internet access (wired or wireless, for one computer)

* One item of laundry (washed and/or pressed)

* One bottle of water in the room

The Kempinski Business Package is available for stays of 2 or more nights. To take advantage of this package, make your reservation online at Kempinski.com.

 

4. EARLY BOOKER

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Book Early and save up to 20% on your Luxury vacation or business trip

What the package includes

Plan your business or leisure trip early and take advantage of Kempinski's Early Booker Rates, reflecting a discount of 20% on published rates.

 

For the best rates available, make your reservation online at Kempinski.com, at least:

7-30 days before the date of arrival, for city hotels* 90 days before the date of arrival, for resort hotels*

and pre-pay your stay at the time of reservation.

Planning ahead has never been so attractive. 

5. SUITE EARLY BOOKER

Living in a Suite - Enjoy remarkable european flair and save up to 40%*!

What the package includes

Plan your business or leisure trip early and take advantage of Kempinski's Early Booker Rates for Suites, reflecting a discount up to 40%* on published rates.

For the best available rates, make your reservation online at Kempinski.com, at least:

* 7 to 14 days before your date of arrival*

and pre-pay your stay at the time of reservation.Planning ahead has never been so attractive!

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SERVICES

24 hour Services :

Business Centre Concierge Services Doctor on call Duty Manager In-Room Dining Laundry and Pressing

4 Restaurants, a Lounge and a BarArt Gallery Baby Sitting ServiceBeauty Salon Boardrooms and Meeting rooms Broadband and Wi-Fi internet access (chargeable)Car and Limousine Hire ServiceConciergeCourier ServiceDaily Shuttle to South MumbaiExpress Laundry ServiceFlorist Foreign Currency Exchange GymnasiumIn-Room electronic laptop compatible safesInternational Satellite television channels Night ClubOutdoor Parking available Outdoor Swimming pool Power adapters upon requestPrivate Bar ( Mini bar)Shopping Arcade The Spa Tour GuidesTravel Desk

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HOTEL ACCOMODATIONS

Many Mumbai luxury hotels offer guests a range of accommodation choices, but none manage to combine luxury with traditional charm to provide a warm and secure abode like The Leela Kempinski Mumbai. Offering guests a wide choice of 390 rooms and suites including Presidential Suites, Deluxe and Executive Suites and exclusive Royal Club Parlours, all equipped with modern amenities and premier services coupled with spectacular views across Mumbai.396 rooms and suites including 1 Presidential Suite, 3 junior Presidential Suites, 11 Royal Club rooms of 75sqm. Each room at 396 rooms and suites including 1 Presidential Suite, 3 junior Presidential Suites, 11 Royal Club rooms of 75sqm. Each room at The Leela Kempinski, Mumbai is attended to with meticulous care and sensitivity for their guest’s personal and business needs.The Privilege Club is located on the upper floors. This exclusive accommodation has its own personalized butler service, check-in counter, versatile club lounges, well-stocked library, private boardroom, 24hrs in a room dining & dedicated concierge services.

Area 11.5 X 5,6mtsCeiling Height 9 ft. Maximum number of Guests

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 THEATRE STYLE/ AUDITORIUM STYLE Head table maximum 3 GuestsService area 6 ft.Table area 6 ft.Rows in length 6 rows Rows in breadth 5 rows Capacity 30 Guests CLASS ROOM STYLE Maximum 10 tables with 2 chairs eachMaximum capacity 20 GuestsCASUAL SEATING  Maximum capacity 30 GuestsBOARD ROOM STYLE  Maximum capacity 18-20 Guests NO U - SHAPE POSSIBLE

 

Power Supply 2kw Voltage 220/240 Volts.

BANQUET AND CONFERENCE ROOMS - DIMENSIONS

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RATES & RESERVATIONS

At The Leela Palaces, Hotels and Resorts, we believe in offering the most enjoyable service. Therefore, our online booking is the simplest, most enjoyable way to book your stay at any one of our properties. The Leela Kempinski Mumbai warmly welcomes you in an oasis of tranquility to enjoy their special offers.

Tariffs & Policies

Room Name Until 31st December 2010

  Single Double

Premier City View 17000 18000

Premier Pool View 18000 19000

Royal Club Room 21000 22500

Royal Club Parlor 26000 26000

Executive Suite 26000 26000

Deluxe Suite 35000 35000

Junior Presidential Suite 50000 50000

Presidential Suite 150000 150000

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Terms & Conditions:

All rates are exclusive of applicable taxes. Check-in time is 1400 hrs and checkout time 1200 hrs. All reservations must be guaranteed at the time of booking. All major

credit cards are accepted. Published tariff is subject to change without prior intimation. The special terms & conditions may be applicable to certain promotional

rates or during the blackout periods.

Young Guest's Policy: Up to two children below 12 years of age can stay in the parent's room at

no additional charge (on a room-only basis) should no extra bed / mattress be required.

We would not be able to honor any request for a room to be shared by more than two adults and two children below the age of 12 years.

Should there be more than two children; a separate room will be allocated at the parent's applicable room rate.

Kindly note that we would not be able to provide an extra bed option owing to the layout and the interiors of the room/suite.

Triple Sharing: Triple sharing of rooms by guests more than 12 years of age will not be entertained

Smoking Rooms: Effective 2nd October 2008, the Government has introduced "No-

Smoking" legislation for hotels, restaurants and all public places. As a consequence, smoking is prohibited in all parts of the hotel except in designated bedrooms where smoking is permitted.

The hotel has dedicated smoking guest bedrooms. Should you desire a smoking bedroom, please let us know. We shall endeavor to reserve a smoking bedroom for you, subject to availability.

Cancellation / Amendment / No show Policy: We require any cancellations / amendments to be made 48 hours prior to

arrival, to avoid a one night retention charge. All No Shows will be liable for a one night retention charge. The stay is guaranteed for the entire duration and any check-out before the above mentioned departure date will be charged in full.

POLICIES

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The Board Members and Senior Management Personnel must act within the authority conferred upon them and in the best interests of the Company and observe the following Code of Conduct:

1.Shall act in accordance with highest standards of integrity, fairness and ehical conduct while working for the Company as well as in representing the Company without their judgment being subordinated and also to fulfill their fiduciary obligations.

2. Shall not involve themselves in making any decision on a subject matter in which a conflict of interests arises or could arise, between their personal interest and the interests of the Company. In the event of apprehending such conflict of interests the relevant facts shall be disclosed in writing explaining the circumstances that would create or could create the conflicts of interests to:

(a) the Board of Directors in the case of Directors (whole-time and non-executive) and

(b) Vice Chairman and Managing Director in the case of Senior Management Personnel for further directions in the matter.

3. Shall not hold any positions or jobs or engage in outside business or other interests that adversely affect the performance of duties of the Company. Whole-time Directors and Senior Management Personnel are expected to devote their full attention to the business interests of the Company and as, more particularly, subject to terms and conditions laid down in their respective contracts / appointment letters.

3. Shall immediately bring to the notice of the Board about any unethical behavior, suspected fraud or violation of the Company’s policies.

4. Shall be free to pursue any kind of civil / political activities and can become Member or Office Bearers of any Trade Organization so long as it does not adversely affect or is detrimental to the business investors of the Company.

5. Shall comply with all applicable laws, rules and regulations and any violation thereon may make them personally liable. Directors and Senior Management Personnel may be subjected to disciplinary action by the Company for violation of provisions of law.

6. Shall ensure that the Company’s services are made available to the guests

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in line with the Company’s philosophy that is “Athithi Devo Bhava” i.e. Guest is God and shall not make any misleading statement about the competitors or indulge in any unfair trade practices.

7. Any information concerning the Company’s business, its customers, suppliers, etc, which is not in the public domain and to which the Board Members and Senior Management Personnel have access or possesses such information, must be considered confidential and held in confidence, unless authorized to do so and when disclosure is required as a matter of law. No Board Members and Senior Management Personnel shall provide any information either formally or informally, to the press or any other publicity media, unless specifically authorized.

8. Shall not encourage any activity that would result in misusing the Company’s assets. This would include both tangible and intangible assets.

9. Shall be committed to shareholders’ worth value and shall strictly comply with all regulations and laws that govern shareholders’ right. The shareholders shall be informed about all relevant aspects about the Company’s business and disclose such information as may be required from time to time, in accordance with applicable rules and regulations.

10. Every person employed must work for their respective working hours. If any employee is on a leave it must be informed to the concerned authority well in advance. If greater number of employees is on a leave at the same time, then 10% additional workforce is employed.

PROCEDURE

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The hotel LEELA has its own procedure for running the management of the hotels they are somehow same to common procedures of all other hotels. The first thing is to appoint work force according to their respective qualified degrees required which is divided into operational n administrative workforce. The administrative workforce is the one wherein they handle back office work to finance dept looks after the records n accounts n other expenses right from the beginning of their business n operational workforce includes waiters , security guards, supervisors, managers, laundry men, etc.. Which takes care of customer priority. When a customer checks in irrespective of nationality they have to fill the check in form then the details of the customers is to be recorded in the register form which includes all imp details names, permanent address, their visa validity n passports if foriegner.After checking n verifying all the necessary details the rooms are allotted according to their willingness. In Leela’s, the amount which the customer pays for their stay 80% of the amount amenities are provided to them. special treatment is provided to VIP's n sole care, attention n security is given. Special concessions are given to customer who visit often. Proper services are provided to customers according to their needs.

STANDARD

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As we know that The Leela Kempinski is today known as one of the best five stars hotels in Mumbai. Foreigners usually prefer to stay in this deluxe hotel. Therefore, it needs to maintain its own standard and reputation in order to be a part of customer’s best choice and also to achieve their own level of expectation.

In order to maintain this they have taken many standardized policies and step. For a start to make back up plans in case something goes wrong. There are workers training program which trains them to be one the best service provider. They also look upon the various customers problem and take a keen interest to solve as their one policy is “GUEST ARE GODS!” Also to achieve their level of expectation they try to maintain their all departments connected to each as their prime motto is customer’s satisfaction. All the heads of the various departments are ordered to maintain a grade in their respective field.

Observation, analysis, and adjustments are also frequency used by the hotel managers in order to provide a better standard. Proper time management is today where The Leela have really gone through. Their main priority is TIME IS WORK. For example: 1) Time management between workers is very important. 2) Service to the customers is provided on proper time.

Standard is also maintained by the reinforcement of the work force. This helps them to be flexible in their field and also in the respective departments. Changeability in their various policies from time to time helps them to improve at every step. This also leads them to be a better in respect of customer satisfaction.

BUDGET

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A budget is a plan for income or outgo, or both, of money, personnel, purchased items, sales items, or any other entity about which the manager determining the future course of action will assist in managerial efforts.

The Leela, being a huge organization budget is to be carefully set up and analyzed properly by the finance department. There are different departments in the Leela as every other company such as Human Resource, Hygiene, Food and Beverages, Health, Engineering, Security, etc. Every department is supposed to prepare and submit their respective budgets. Later, a meeting is summoned and accordingly, it sets up the budget annually taking into consideration the budget submitted by various departments.

Budget also includes salaries and other expenses for the services provided by the operational and administrative workers.

If additional manpower is required, then all the related expenses are to be adjusted within the parameters of the budget.Eg 1) The Leela sets up an annual budget of Rs100crores and if only 80crores is used then they are accountable to the finance department. Similarly, if excess amount is used they are liable to answer. 2) If 80crores are earned in 365 days it is divided by the number of rooms and the average by it is the average room realization (ARR) of the hotel.

When foreigners check in, it is obvious that they won’t have Indian currency. So the finance department needs to have clearance from the Reserve Bank of India (RBI).

As stated above, budget also includes the incomes or the revenues collected by the company for the services rendered. In order to accomplish the task they generally collect the revenues in two forms:

a) 80% of the revenue is collected by the way of charging the customers for the rooms allotted to them.b) 20% by the way of other facilities provided to the customers.

This year too, The Leela Kempinski, Mumbai, is doing well. And their profits tell it all. Revenues are up 42% and average room realization (ARR) has grown by 26%. Thus, The Leela Kempinski, Mumbai continues to benchmark itself against the best in the international market. As a part of this strategy, it has rolled out an Rs.104crore product enhancement plan which is nearing completion.

SWOT ANALYSIS

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Strengths Premium brand image enables it to command high average rate of

returns. Market leadership position in Bangalore Territory.

Weaknesses Excess dependence of revenue on Mumbai and Bangalore. No presence in mid segment could lead to missing the spurt in Indian

tourist interests.

Opportunities Boom in hotel industry Commonwealth games to propel demand.

Threats Upcoming huge room supply in all major cities Civic unrest or acts of terror

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HYATT REGENCY GRAND CAYMAN INTRODUCTION

GLOBAL HYATT CORPORATION

There are 215 Hyatt hotels and resorts (over 90,000 rooms) in 43 countries around the world, operating under the Hyatt, Hyatt Regency, Grand Hyatt, Park Hyatt, Hyatt resorts, Hyatt place, Hyatt vacation club and Summerfield Suites. Brands. Currently, there are an additional 38 Hyatt hotels and resorts under development, including 13 new hotels in China. Hyatt Corporation (domestic U.S., Canada and Caribbean hotels) and Hyatt International Corporation (international properties) are subsidiaries of Chicago-based Global Hyatt Corporation. Global Hyatt Corporation is also the owner of Hyatt Vacation Ownership, Inc. (timeshare), Hyatt Equities, L.L.C. (hotel ownership), and U.S. Franchise Systems, Inc.

HISTORY OF HYATT CORPORATION

Hyatt Corporation opened its first hotel on September 27, 1957. Hyatt's first property at Los Angeles International Airport was originally named Hyatt House. The owner of Hyatt House was a local entrepreneur by the name of Hyatt R. von

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Dehn. Hyatt hotels expanded aggressively along the West Coast during the next decade. However, it wasn't until 1967, when Hyatt Corporation opened the world's first atrium hotel that the Hyatt® name became known worldwide. The hotel's 21-story atrium tower lobby and dramatic departure from traditional hotel architecture changed the course of the lodging industry. The challenge to hotel architects was no longer to eliminate extra space; rather, to create grand, wide-open public spaces.

By 1969, there were 13 Hyatt® hotels in the United States. That year, a subsidiary of the newly formed Hyatt International Corporation opened the first international hotel, the Hyatt Regency Hong Kong.

Hyatt Regency® hotels are the core brand of Hyatt Hotels & Resorts®, offering guests opportunities to broaden their horizons.

The Grand Hyatt® and Park Hyatt® brands were introduced in 1980 to further identify and market the diverse types of Hyatt Hotels & Resorts® worldwide. Grand Hyatt® hotels serve culturally rich destinations that attract leisure and business travelers as well as large-scale meetings and conventions.

Park Hyatt® hotels are the company's smaller, luxury hotels designed to cater to the discriminating individual traveler seeking the privacy, personalized service and elegance of a small European hotel. They offer a sense of sanctuary and luxury.

Since the opening of Hyatt Regency Maui in 1980, Hyatt Hotels & Resorts® has become known as a leader in the creation and operation of dramatic luxury resorts as well.

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HYATT REGENCY, MUMBAI

Hyatt regency Mumbai is the city’s premiere gateway hotel. It is located adjacent to Mumbai’s International airport and minutes from the domestic terminals, Hyatt Regency Mumbai is the preferred hotel for corporate travelers visiting the city of Mumbai.

It is a retreat into a stylish sanctuary in the centre of the city. It is the most contemporary and spacious serviced apartments. It is India’s only multi-dimensional lifestyle complex featuring hotels, meeting and conference facilities, dining and entertainment, fitness and spa, beauty salon and exclusive space dedicated to a shopping plaza, all within the same complex.

Why Stay at Hyatt Regency Hotel while in Mumbai, India ?Hyatt Regency Mumbai is the city's premier gateway hotel. Located adjacent to Mumbai's international airport and minutes from the domestic terminals, Hyatt Regency Mumbai is the preferred hotel for corporate travellers visiting the city of Mumbai.

Hyatt Regency Mumbai's dramatic lobby interiors feature floating ebony coffers and stacked glass creations enhanced by mood lighting. This unique hotel lobby design combines Italian marble and structural glass with an abundance of natural light.

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HOTEL FACILITIES AND SERVICES

Hyatt Regency Mumbai provides a wide range of services guaranteed to satisfy the needs of the most discerning guests. Just a few of the conveniences the hotel offers include the 24-hour Business Centre, multilingual staff, and babysitting. The Concierge can assist with travel arrangements, limousine hire, photo processing, and in many other ways to ensure a comfortable and memorable stay.

Business Services:Hyatt Regency Mumbai's 24-hour Business Centre extends a vital communications link for the business traveler. The Business Centre provides a confidential office with full secretarial support, word processing, telefax, photocopying and information on local commerce, trade, banking and finance. Translation services and business card printing can be pre-arranged. Personal computers, cellular phones, modems, laptops and private workstations are available for hire. In addition, the Business Centre conference room comfortably accommodates meetings for up to eight persons.

Other services:A range of in-house facilities is available for business, entertainment, health and relaxation. These include the 24-hour Business Centre, an exclusive Spa and Fitness Centre with air-conditioned squash court and outdoor, floodlit tennis court. Spa and related facilities include steam rooms, sauna, hydrotherapy massage, beauty treatments and an open juice bar and lounge.

Concierge:The Concierge provides a host of services to ensure a comfortable and memorable stay.

Concierge services include: Air ticket confirmation Restaurant reservations Travel arrangements Sightseeing tours Limousine hire Messages Courier service Photo processing Personalized business cards

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Additional Services and Facilities: Assistant Manager on duty 24 hours Babysitting Laundry and valet Doctor on call Currency exchange Express check-out Multilingual staff

Room Services

The Hotel Hyatt Regency, Mumbai houses a total of 397 rooms that have been divided into regency club rooms, suites and guest rooms. The rooms are well furnished with special arrangement of thermostat temperature and closet rods. The room amenities available in this hotel include:

Room Service

Hot and Cold Running Water 2 Line Telephone T.V. Tea and coffee Maker Hair Dryer Writing Desk Safe Deposit Channel Music

Apart from these basic facilities, Hyatt Regency also offers a wide array of services to the visitors including:

Doctor on Call Laundry Money Changer Safe Deposit Baby Sitting, Valet, Travel Desk Service Business Centre Fitness Centre Swimming Pool Night Club Foreign Exchange Fax Business Centre Executive Floors Executive Lounge Banquet & Conference Facilities

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Beauty Salon Shopping Arcade Restaurants serving multiple cuisines

Hotel Overview

Grand Hyatt Mumbai hotel is situated in the Santacruz area of Mumbai (Bombay), India. Located just 20 minutes from Mumbai International Airport and ten minutes from the domestic airport, the hotel provides easy access to Bandra-Kurla complex and South Mumbai.Grand Hyatt Mumbai is a multi-dimensional lifestyle complex set on 12 acres of landscaped gardens & water features, encompassing luxury rooms and suites, contemporary serviced apartments, varied dining options, extensive leisure facilities, meeting rooms and an international shopping plaza. Our hotel in Mumbai is host to Club Oasis Fitness Centre & Spa offering body and facial treatments. Restaurants & Bars at the hotel include China House restaurant & lounge, the Italian Celini for home-style cooking and Soma restaurant serving tandoor-grilled specialties.

 Rooms & Amenities

547 Rooms & Suites 147 Apartments for   Long Stay Guests Hyatt Hotels Grand Club® Luxury Hotel Amenities

Guest Services Hotel Business Centre Grand Hyatt Plaza Shopping Chauffeured cars on hire Underground Car Park

Dining & Entertainment China House Restaurant Celini Italian Restaurant Soma Restaurant Gourmet Store

 Activities

Club Oasis Fitness Centre & Spa 2 Outdoor Swimming Pools & Sun Deck Yoga at the poolside Mumbai Tours & Sightseeing

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Local Attractions Gateway of India Arch Juhu Beach Bandra Neighbourhood Bombay Historic Sites

Meetings & Events 10 Meeting Rooms Business & Conference Facilities Grand Ballroom for up to 1200 guests Exhibition area & Outdoor Venues

Room Description

Grand King Enjoy floor-to-ceiling windows with courtyard or city views, plus modern decor with light Sycamore wood paneling and golden Jaisalmer stone. Spacious 40-sq.-metre interiors include a king bed, marble bath with separate tub and shower and oversized work desk with high-speed Internet access. Balcony available in some rooms.

Amenities Oversized work desk Marble bath 24-hour room service Tea/coffee making facilities Cable/satellite TV channels Dual line phones Voicemail Dataport 24-hour concierge Safe large enough to store and charge laptop computer Crib upon request Fruit Slippers, Guest toiletries

  Robes Hairdryer Minibar 25 inch TV Video on demand Speakerphone High-speed Internet access Individual air conditioning control

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Technology concierge Morning newspaper Mineral water

Phone in bathroom

THE LOUNGE

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THE BALLROOM

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FITNESS CENTRE

BOARDROOM

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HOTEL ACCOMODATION

Exquisitely detailed 36-sq.meter room features modern design and Malaysian teak floor, oversized mirrors and floor to ceiling windows with a plush king bed, work desk with high speed internet access and marble bath with separate tub & step-down rain showers is the specialty of a King room of the Hyatt Regency. More than 400 rooms are available of different types and facilities. The various types of rooms are:a) Twin roomb) Club roomc) Regency suit kingd) Regency executive suite. Etc. all having their own facilities and different

interiors specially done from top architectures. Meeting planning: Hyatt Regency Mumbai states of the art conference room facilitates specialize in innovative and contemporary presentations supported by a dedicated team. The Regency ballroom offers perfect surrounding for wedding gala. Fresh banqueting concepts, vibrant theme parties and innovative catering positions Hyatt Regency Mumbai is a logical choice for functions and conferences.

There is a perfect setting for a relaxed evening in a warm, inviting ambience.The Lounge is a convenient and comfortable meeting venue known for its specialty beverages, afternoon tea selection and all-day desserts.

The extensive Club Prana Spa and Fitness Centre within the hotel offer guests a chance to relax or stay fit along a exclusive poolside and sports room like billiards, table tennis, indoor games, etc.

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POLICIES

The main policies of HYATT are framed as per the guidelines provided by ‘HYATT Internationals’ situated at Chicago. Since different countries have different rules & regulations to be followed, Hyatt Internationals gives the flexibility to all its hotels. The HYATT REGENCY, Mumbai frames its policies taking into consideration the State Legislatures. Though the policies may differ, it should me within the limits & boundries of the guidelines provided by Hyatt Internationals. In short, it should have HYATT touch in it.

The main motto of HYATT is to ensure that its 3 customers are satisfied:1. Guest – guest should have a lifetime experience staying with Hyatt.2. Owners – increase revenue and maximize profits.3. Employees – to satisfy them.

As Hyatt doesn’t own any property or assets, but it has its own Personal assets – ‘Employees’. Hyatt focuses on people (employees) because if its employees are not satisfied, then customers cant be satisfied. So it has a philosophy “People are its principle assets & key to success.”

However, the practices of the management should line with the Hyatt principles which are as follows:

We are multicultural. We encourage Personal Growth. We care for eachother. We are customer focused. We work through teams. We are innovative.

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PROCEDURE

MAKING A HOTEL RESERVATION:

If you elect to make a room reservation through our web sites and do not have an established user profile, you will need to furnish your name, telephone number, billing address and credit card type, number and expiration date, in addition to the dates of your stay, the number of rooms you will require and the number of adults and children in your party. In order to permit us to serve you better, you will also be asked to furnish the following additional information, as applicable, although it is not required in order for you to obtain a reservation: your e-mail address; your Gold Passport Membership Number; your Group/Corporate Number (if we have assigned an identification code to your group, company or organization); your flight arrival details; whether you qualify for a special rate as a Senior Citizen, employee of the U.S. Government or member of the American Automobile Association; and whether you have any special requests (which you can indicate by either ticking one of the pre-selected choices found in the online form or by entering a note in the Comments field). If you are a travel agent making a reservation on behalf of a client, you will also be asked to provide your Travel Agent I.D. (i.e., your ARC/IATA/TIDS number). If you have an established user profile on either hyatt.com or goldpassport.com, you may use the information contained in your user profile to pre-populate any corresponding required or requested information fields.

Once you have completed and submitted the online reservation form, the information included in the form is then automatically sent to SPIRIT (the Hyatt Central Reservations System that is operated for the benefit of all Hyatt Hotels & Resorts by CSC Outsourcing, Inc. ("CSCO"), a subsidiary of Computer Sciences Corporation, from its offices in Oak Brook Terrace, Illinois) and to the Hyatt Hotel or Resort where you will be staying. If you submit an online reservation for a Hyatt Vacation Club Resort, we will also share the information included in the form with the HVC Parties, including the Hyatt Vacation Club Resort where you will be staying. If a guarantee or advance deposit is required in order to secure your reservation, the Hyatt Hotel or Resort where you will be staying or, in the case of a Hyatt Vacation Club Resort, the HVC Parties will then process your credit card for that purpose, gaining appropriate billing authorization from your credit card company. While online, you will be given a reservation confirmation number and if you so request while online, a confirmation of your reservation by e-mail. The information you furnish when making a reservation will be used to fulfill your reservation.

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STANDARD

Standard mainly refers to judging the performance of the company. It is the basis or the platform for the reference of the performance.

In order to keep up with the standard of Hyatt, the management keeps on reviewing the activities monthly. All departments keep on reforcasting the plans every month in order to line up with the current market trends. Since the situations keep on changing, monthly reforcasting is essential. Reforcasting helps in rectifications of plans, if need be. It also helps to overcome crisis through backups.

Every month departments have a met in order to review their plans and to see that what was planned and what has happened. Then all departmental heads have met with higher authority management for putting forth their respective changes or alterations in the plans.

The higher authority management people see to it that the level of standards is maintained. They see to it that cost that the respective departmental heads are accountable to the General Manager. They need proper explanations & justifications for any change in the cost of their earlier forecasted.

Eg. If parole cost was forecasted as 1 lakh and by the end of that month it happened to be only 75 thousand, then they are questioned on it. They are asked that why the cost decreased from the forecasted cost? Where were the heads? Here, they need to give proper explanation & justification.

The changes may occur due to the change in the market situations. So then reforecasting is done keeping in mind the actual market situations. They believe in making ‘Annual Business Plan.’

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BUDGET

Budget making is a very important process yet a tedious job. It has to cover all the business plan. HYATT follows ‘Bottom of Approach’ system wherein, different departments make their own business plans. Each have to focus on the departmental requirements. When all departments have focused on their requirements, all the departmental haeds sit together and have discussions over it. After taking into considerations the requirements of all departments, the Finance department comes out with the final budget.

Each department plans a year ahead. They make the budget for the coming year in the month of the Oct – Nov itself. This is done so that we know what to do for the coming year. Keeping in mind the business situation, plans are made to achieve the goals.

Eg: 1. HR dept is always linked with operational dept. If operational dept comes out with prediction that coming year will have increase in sales of rooms from 100 rooms to 150 rooms, then the HR dept should be informed well in advance so as to provide with the additional manpower i.e. Food & Beverage dept will have an increment in F & B Service and F & B Production.

2. In case of business crisis, like if Europeans are not flying to India due to the fear of Bird flue, then the budget of that month will be reduced accordingly.

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SWOT ANALSIS

STRENGTHS

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

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

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

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

WEAKNESSES

1.Poor support infrastructure: Though the government is taking necessary steps, many more things need to be done to improve the infrastructure. In 2003, the total expenditure made in this regard was US $150 billion in China compared to US$ 21 billion in India.

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

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

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OPPORTUNITIES

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

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

THREAT

1. Fluctuations in international tourist arrivals: The total dependency on foreign tourists can be risky, as there are wide fluctuations in international tourism. Domestic tourism needs to be given equal importance and measures should be taken to promote it.

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

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CONCLUSION

Hotel industry is a sector where everything is taken into consideration where their facilities, accommodation, hospitality, strengths, weakness, threats, opportunities etc. are looked after.

There are different classifications of their hotel. They have to see to that what facilities other hotels are providing they give better then others. To keep up their name and reputation the have to provide good services. They have to keep good and qualified staff members.

These are the 2 hotels which are being compared and shown how and what best facilities they can provide to general people, tourists. They both are different in their own way and even compete with other hotels like Taj, Oberoi etc.

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BIBLIOGRAPHY

I collected some information from the websites of the hotels.

www.theleela.com www.mumbai.regency.hyatt.com www.google.com

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