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