B e n s o n A l m e i d a 0 3 S h r i k a n t H a n d e 1 9

S h i l p a s i n g h P a r d e s h i 4 0 V r u n d a v a n

W a z a l w a r 5 9

This project is goes into understanding the customer experience right from beginning to end and the backend and frontline support systems that go into making his stay a memorable one. It also looks at feedback from guests residing at one of the leading hotel chains in Mumbai i.e. The Oberoi, Mumbai and how they feel the quality of their experience stands up to their expectations.

Index

Services Marketing

Hospitality

Hotels

Hotels in Mumbai

Oberoi Hotel

Divisions in hotel Customer Touch points

Glance at Visit to Hotel

Interview with Asst. Vice President, National Sales, Western Region – The Oberoi Group

Interaction with guests

Guest Feedback – Online

How to Minimize ‘Did Not Meet Expectations’

Bibliography

Introduction to services A type of economic activity that is intangible, is not stored and

does not result in ownership. A service is consumed at the point of sale. Services are one of the two key components of economics, the other being goods. Examples of services include the transfer of goods, such as the postal service delivering mail, and the use of expertise or experience, such as a person visiting a doctor.

Characteristics of Services Marketing

1. Lack of ownership.

You cannot own and store a service like you can a product. Services are used or hired for a period of time. For example when buying a ticket to the USA the service lasts maybe 9 hours each way , but consumers want and expect excellent service for that time. Because you can measure the duration of the service consumers become more demanding of it.

2. Intangibility

You cannot hold or touch a service unlike a product. In saying that although services are intangible the experience consumers obtain from the service has an impact on how they will perceive it. What do consumers perceive from customer service? the location, and the inner presentation of where they are purchasing the service?.

3. Inseparability

Services cannot be separated from the service providers. A product when produced can be taken away from the producer. However a service is produced at or near the point of purchase. Take visiting a restaurant, you order your meal, the waiting and delivery of the meal, the service provided by the waiter/ress is all apart of the service production process and is inseparable, the staff in a restaurant are as apart of the process as well as the quality of food provided.

4. Perishibility

Services last a specific time and cannot be stored like a product for later use. If travelling by train, coach or air the service will only last the duration of the journey. The service is developed and used almost simultaneously. Again because of this time constraint consumers demand more.

5. Heterogeneity

It is very difficult to make each service experience identical. If travelling by plane the service quality may differ from the first time you travelled by that airline to the second, because the airhostess is more or less experienced. A concert performed by a group on two nights may differ in slight ways because it is very difficult to standardise every dance move. Generally systems and procedures are put into place to make sure the service provided is consistent all the time, training in service organisations is essential for this, however in saying this there will always be subtle differences.

The Hotel Industry

The Hotel Industry comprises a major part of the Tourism industry. Historically viewedas an industry providing a luxury service valuable to the economy only as a foreign exchange earner, the industry today contributes directly to employment directly employing around 0.15 million people, and indirectly facilitates tourism and commerce. Prior to the 1980s, the Indian hotel industry was a slow-growing industry, consisting primarily of relatively static, single-hotel companies. However, the Asiad, held in NCR Delhi 1982, and the subsequent partial liberalization of the Indian economy generated tourism interest in India, with significant benefits accruing to the hotel and tourism sector, in terms of improved demand patterns. Growth in demand for hotels was particularly high during the early 1990s following the initiatives taken to liberalize the Indian economy in FY1991, as per the recommendations of the International Monetary Fund. The euphoria of the early 1990s prompted major chains, new entrants and international chains to chalk out ambitious capacity additions, especially in the metropolitan cities. However, most of these efforts were directed towards the business travellers and foreign clientele.

Structure of the Industry

Hotels in India are broadly classified into 7 categories (five star deluxe, five-star, fourstar, three star, two star, one-star and heritage hotels) by the Ministry of Tourism,Government of India, based on the general features and facilities offered. The ratings arereviewed every five years.

Premium and Luxury SegmentThis segment comprises the high-end 5-star deluzze and 5-star hotels, which mainly caterto the business and upmarket foreign leisure travellers and offer a high quality and rangeof services.

Mid market segmentThis segment comprises 3 and 4 star hotels, which cater to the average foreign anddomestic leisure traveller. This segment also caters to the middle level business travellers

since it offers most of the essential services of luxury hotels without the high costs sincethe tax component of this segment is lower compared with the premium segment.

Budget SegmentThese comprise 1 and 2 star hotels referred to as ‘Budget Hotels’. These categories donot offer as many facilities as the other segments but provide inexpensiveaccommodation to the highly price-conscious segment of the domestic and foreignleisure travellers.

Heritage HotelsIn the past four decades, certain architecturally distinctive properties such as palaces andforts, built prior to 1950, have been converted into hotels. The Ministry of Tourism hasclassified these hotels as heritage hotels.

OthersAt any point in time, applications for classification are usually pending with the l\/Linistryof Tourism because of which such properties remain unclassified. The number of hotelrooms pending classification has declined from historical 15-2Oper cent to 5per cent ofthe total rooms available in the recent past.

Key Consumer Segments

The market for the hotel industry can be divided into the following key consumersegments based on purpose of visit:

The Business Traveler

The Business Traveler is a businessman or a corporate executive travelling for businesspurposes. This segment includes corporates, both domestic and foreign, who openoffices in the hotel premises during start-ups, corporate executives who make extendedstay either for long duration projects or while Waiting for permanent accommodation(primarily expatriates) and convention arrivals. W-’l1ile the senior executives usually stay in5 star hotels, the middle level executives, who are much larger in number, stay in thebudget hotels.This segment offers better realizations, as they demand relatively smaller discounts onroom rents (about 1Oper cent-15per cent), use more of facilities such as PCs, fax multi-

The Leisure Traveler

The Leisure Traveler could either be a foreigner or a domestic traveler whose primarypurpose of visit is holiday and site seeing. Among non-business foreign tourists theprimary motivation for visiting India is largely cultural attraction followed by conferencesand conventions, attractions like beaches, wild life, hill resorts etc. Usually, leisuretravelers are part of a package run by a tour operator. The margins offered by leisuretravelers tend to be lower because of two reasons. Firstly, they seek higher discounts andalso provide less F&B revenues as they usually eat out. The business offered by thissegment is highly seasonal and tends to peak in the September to March period.

Airline Cabin Crew

Airline Cabin Crew forms another important segment because of the repetitive andguaranteed nature of the business that they provide. Usually, these are a part of an annualcontract whereby, in return for a fizred rate, a certain number of rooms are provided ondemand for cabin crews. \Y/ith discount rates in the range of 40 per cent and 50 per cent,this represents a low-yield segment for hotels in general.

Company background

M.S. Oberoi established East Indian Hotels (EIH) in 1949 and is the flagship companyof Oberoi group. It owns the second largest chain of hotels in India. The company isin luxury hotels, restaurant, management contracts and travel and tours business.The Oberoi, Mumbai

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.

Hotel department divisions

Rooms Division

Housekeeping

Engineering

Front office

Telephones

Business centre

Security

Spa or Health Club

Avis

Mercury Travels

Shops in some units

Responsibilities of Reservations

• Guest impact

• Inventory management

• Revenue management

• Source of information to the hotel

• Maintenance of an accurate and updated data and records

• Co-ordination with accounts

Co-ordination with unit/corporate sales offices

PRE CHECK-IN Preregistration & room blocking

J Collect information & update individual profiles

J Billing letters and vouchers

J Room blocking based on preferences.

J Correct registration cards and welcome letters

Registration card

• Residential or Business address -Legal & our need

• Passport & Visa details -Legal need

• Coming from & going to (city) -Legal need

• SIGNATURE -Legal & our need

Reconfirm

Check In

• Room preference - smoking or non-smoking

GUEST

HOTEL

AHOTEL

BHOTEL

C

• No of persons

• Rate

• Departure date & time

• Billing -credit card / cash deposit / vouchers

• Loyalty programs

Cashiering

• Billing instructions

• Hotel system

• Folio - credit and debit

• Posting

• Payment

• Check-out standards

• Pre-check-in – Advances

• Post check-out – City ledger

• 'Connections' is our unique programme of exclusive privileges and benefits, specially designed to recognize and reward regular supporters of Oberoi Hotels and Resorts & Trident Hilton Hotels. Membership of Connections enables you to earn reward points and these points can be redeemed for a host of benefits, including gifts, celebration dining and hotel stays.

The Belvedre

• Entitled to use the facility of The Belvedere in all cities.

• Member’s presence is necessary for the services and facilities to be made available to his / her guests.

• Open from 8.00 am until midnight. Closed on Sundays and National holidays.

• Private meeting rooms -available to members at an extra charge.

• We deliver flowers, cakes or wines for the members.

• The Belvedere card can be used as a no limit charge card in all Oberoi Hotels for the settlement of room bills and restaurant bills.

Concierge

• The word has obscure origins. Some believe it came from the 12th century French word ‘Comte des Cierges’ a royal officer working for the Palace.

• An excellent full service concierge is these days essential to establish a reputation as a world class hotel. Concierges are expected to be very resourceful. A successful concierge must develop an extensive network of local, national and international for a variety of services ad know several languages.

• Internationally, in many hotels the Head Concierge is the manager of the uniformed services department i.e. bell attendants, doormen, valets and transport personal.

Les Clefs d'Or (The Golden Keys)

Officially registered as U.I.C.H (Union Internationale des Concierge d'Hotel). Les Clefs d'Or is an international network of men and women with common interests and goals.

The first such association started in 1929. 11 Concierges from the grand hotels of Paris realized that they could operate more effectively as a team than individually.

This association has established high standards for its members and its certified concierges can be recognized by the prominent gold crossed keys displayed on their jacket lapels.

Market Segments

Market Segments are meant for us to identify different segments of our customer base.

Primarily based on the relationship we share with the customer or the customer’s behaviour in selecting our hotels.

Market segments are not directly a function of what rate is used for a reservation.

One Night at The Oberoi’s

Airport Services

Airport Services plays an important role in a hotel industry as it is a first point of contact for the guest. It gives the first impression of the services provided by the hotel. International airport:

Airport services provides assistance to all the VIP’s and single lady guests on departure

Intimation of the departure is given by the Duty Manager/Concierge to the on-duty airport representative, who helps the guest to check-in, to fill the embarkation form and escorts the guest to immigration.

Domestic airport:

Airport representative assists the guest to check–in and escorts the guest to the lounge and later to security check.

Tele check-in and seat blocking is also done as per the guest preference and requirement.

Mishandled Baggage

At the time of loss of baggage, on arrival, the guest has to file a complaint and fill a PIR (Property Irregularities Report) form with the respective airline.

Airport representative keeps track on lost baggage with the airline and gives the information to Duty Manager/Concierge.

Airline Layover

Due to a technical snag or natural calamites or diverted arrivals, airlines provide accommodation to their passengers in hotels.

Maintaining an excellent rapport with airline, airport representative can take maximum number of passengers to the hotel as a layover.

The representative keeps transport ready to transfer the passengers and co-ordinates with the Duty Manager at the hotel.

Transportation

As per the arrival list provided by the hotel, the airport representative co-ordinates with Avis for cars for a pick up.

The representative also assists the guest who arrives without flight details, by organising a car.

The Airport representative also handles domestic cargos for hotels as well as for the guest.

To retrieve the guest cargo, an authority letter is to be given by the guest, to the respective airline.

Car Rental Service

• Avis is the second largest car rental agency in the world preceded by Hertz Corporation. Avis is a leading rental car provider to the commercial segment serving business travellers at major airports around the world, and to leisure travellers at off-airport locations. The Oberoi, Mumbai uses its service for the same. Located at the lower lobby of the hotel, they offer car rental services to guests They provides airport pick up and drop services by chauffeur driven cars, as well as cars for local use.

• They services are divided into two types of car rentals or user preferences, namely, The Basic Cars and the Premium Cars

• Under Basic, the following cars are used for transportation of guests:

Customer Profile

High End Customers

Elite

Well travelled

High Expectations

Well researched and knowledgeable about the country

Number of packages:

2007 to 2008: 41 packages , 559 room nights

2008 to 2009: packages, 389 room nights

Reservations made at the Oberoi Contact Centre Special Team which handles India In Luxury

o Vika s Sharmao Anupama Jaggannath

100% Advance to be paid a month prior to arrival, Itinerary is mailed by OCC 2 days prior to arrival in the first city, Dedicated India In Luxury Manager at each property, All guides booked only through Mumbai Magic, Mr. Vikram Oberoi personally touches base with each guest. Package is valid from 1st October to 31st March

Itineraries

10 day itinerary:INR 7,75,000 for two personsMumbai – Udaipur – Delhi – Agra – Delhi

14 day itinerary:INR 10,10,000 for two personsMumbai – Udaipur – Jaipur – Delhi – Agra – Delhi

10 day itinerary:INR 10,10,000 for two personsMumbai –Jaipur – Delhi – Agra – Delhi

22 day itinerary:INR 16,50,000 for two personsMumbai – Udaipur – Jaipur – Ranthambore – Jaipur – Agra – Delhi – Shimla – Delhi

Inclusions

Accommodation in the hotel or resort as specified in the itinerary selected .All meals at the resort and outside as specified in the itinerary (excluding alcoholic beverages). Spa therapies as specified in the itinerary . Business class domestic airfare wherever available: (Delhi/Udaipur, Udaipur/Jaipur, Jaipur/Delhi) . Economy class airfare from New Delhi to Shimla, Delhi to Jaipur, Jaipur to Agra and Delhi – Agra - Delhi . All road transfers between cities, airports and hotels using air–conditioned cars . Entrance charges to places of interest and monuments . Guide charges. All currently applicable taxes.

Procedure to be followed

Mail sent to all department heads / managers a day prior to arrival, Room Rate per night – Calculated at Rack Rate, Suite Upgrade.Amenities placed in the room – La Reserva Wine, Chef’s Special Amenity, Fruit Platter and Nut bowl Room checked prior to arrival, Mercedes pick up and Car check prior to departure for the airport Dedicated set of chauffeurs. Airport representative meets guests on arrival and informs the manager once they leave the airport.

Lower Lobby Welcome:

Aarti Tikka

Bouquet of Liliums handed over

Met by GM / RDM / FOM, depending on the time of day

Picture is clicked

Followed by the In Room Check in. The Butler waits outside the room with a welcome drink

An Itinerary for Mumbai is handed over and discussed

Along with a Cell Phone with numbers of all key people in the hotel handed over

A Picture mailed to all department heads / managers and the General Manager to meet the guest during their stay . AMail sent to other properties on the day of departure with details of the guest GM / RDM / FOM to meet on departure. The guest is provided with a Comment Card &Fond Farewell

Itinerary for Mumbai

Day One Arrival late night into Mumbai Day Two Wake up to the spectacular view of the Arabian Sea. Breakfast at Tiffin or through Room service. Morning – Relaxed or explore the hotel. Lunch at Ziya. Visit areas of interest in the afternoon- Gateway of India, Prince of Wales Museum,

Victoria Terminus, the heritage Fort district, Mahatma Gandhi’s Mumbai home and Dhobi Ghat.

Jet lag massage at the Oberoi Spa. Dinner In Vetro, the Italian Restaurant. Day Three Breakfast at Fenix or through Room service. Morning at Leisure. Oberoi Special Massage at The Oberoi Spa. Lunch at a venue of choice. Transfer to Mumbai airport to depart to Udaipur.

Exotic Vacations

The Bookings made through the Oberoi Contact Centre only. The Guest has to stay for a minimum of 8 nights, An Itinerary is more flexible. Guest can choose from the suggested itinerary or create their own for 8 or more nights to suit their convenience

Offer Inclusions:

An Accommodation for 2 persons in a Premier Room a Complimentary transfers between the airport or railway station and hotel within each city. All applicable taxes Are provided.

Additional Value:

The guest gets Complimentary Yoga sessions, 25% discount on Spa therapies. He/ she can upgrade to a suite at any one hotel for stays of 12 nights or more.

American Express Fine Hotels & Resorts, Virtuoso and Signature

A guest can upgrade to the next room category depending upon availability. There is a 30 minutes SPA treatment for per person including a Complimentary two way air-port transfers, Complimentary Breakfast daily at Fenix situated at The Lobby Level and Complimentary Lunch or Dinner at Ziya situated at Pool Level .

Reception

Room Blocking

When blocking a room for a guest, determine the room requirement of the guest by checking preferences:Smoking / Non-smoking , King size / Twin bed, Higher / Lower floor, Sea / City / Harbour view, Any other preferences / requests, if given, VIP guests, Repeat guests, Couples, Single lady guests, Physically challenged guests or Groups.

Room Upgradation

Reasons for upgrade Upgrade authorisation Informing the guest Updating the profile

Rooming

Executive Desk and Stationery One - Touch Dial Telephone Internet services Fax Machine (If applicable) Service Directory with Room Service menu Heath Club & Spa facilities and Spa menu Light Switches Controls for the room blinds Pillow Menu Butler call button Plasma TV and DVD Player concierge for DVD Thermostat Control Device Reason for the room change Identify the room

Room Change

Room change in the guests presence / absence

Role of the Bell Boy

Room change slip

Check InEarly Check In Walk In Check In Check In night Audit An early check-in

is the decision to allow a guest to check-in prior to 2 pm, with or without levying the room charge, wherein the guest is holding a reservation for the same day.

Post 8 am Between 6 am and

8 am Prior to 6 am

Any guest who approaches the Front Desk requesting for a room for the same day, without a prior reservation, is considered a walk in.

Verify profile of the guest

Obtain necessary documents / details

Print Reports Consult the

vacant room report

Mark the room number on the report

Inform relevant departments

Show a check in once the system returns

Registration card updation

Guest Company profile

Designation

Name (as mentioned in passport)

Title

Gender

Address

Passport details

Communication details

Nationality

Guest preferences

Profile details

Visa column

Breakfast codes

Membership

Market source and segment

Credit card details and authorization

Traces, if any

Billing instructions

Rates per night

Different Types Of Guests

Different Types Of GuestsLeisure guests Long Stay Guests Single lady guests Unwell guestsArrival :Role of Front OfficeRole of HousekeepingDuring Stay : HousekeepingRoom Service / ButlersGuest Relations Manager / Duty ManagerDeparture:Front Office

Arrival :ReservationsReceptionGuest Relations Manager / Duty ManagerButler ServiceHousekeepingDuring Stay : Room Service / ButlersGuest Relations Manager / Duty

ReservationsReceptionHousekeepingGuest Relations Manager / Duty ManagerButlers / Room Service

Duty Manager to check with the guest if he / she requires a doctorDoctor to be escorted to the guest roomSpecial dietary requirements to be informed to the ChefEntry to be made in the GM’s log An email to be sent to all departmentsBouquet of flowers with a get well soon card to be sent

ManagerDeparture:Front Office

Courtesy call to be given

Guests with Children Anniversary visits Celebrating special occasions

A guest who is expected to be accompanied by children, reservations agent to enquire about the following details:Number of ChildrenAgeBaby Cot / Extra bed requirementSpecial room requirement. (eg. Interconnecting set / Adjacent rooms, etc)Child Seat in the carOther Requirements (eg. Babysitting, etc.)Inform Housekeeping and all other relevant departments

All anniversary visit guests to be identifiedA reservation alert to be left for Front DeskAn email to be sent to all departments of the hotel, listing the guests on their anniversary visit and the On the day of arrival, Guest Relations Executive to send a voucher for amenitiesDuty Manager / Front Office Manager / Rooms Division Manager to meet the guest on arrival

Guest BirthdayA guest Birthday report to be printed each dayBirthday card signed by the Duty Manager to be sent along with a cake Flower arrangement to be placed by Housekeeping

Anniversary / HoneymoonAnniversary / Congratulatory card signed by Duty Manager to be placed in the room Cake and chocolates to be sent to the roomFlower and Candle (Urli) arrangement to be placed by Housekeeping in the room

Ensure that the room is blocked with special children amenities have been pre-placed.

Honeymoon / Anniversary turndown to be givenDeluxe fruit platter to be replenished daily

Concierge – Duties as pointed out by the hotel to be taken care of by him

Officially registered as U.I.C.H (Union Internationale des Concierge d'Hotel). Les Clefs d'Or (Golden Keys) is an international network of men and women with common interests and goals. The first such association started in 6th Oct 1929 when 11 Concierges from the grand hotels of Paris realized that they could operate more effectively as a team than individually.

This association has established high standards for its members and its certified concierges can be recognized by the prominent gold crossed keys displayed on their jacket lapels.

When a DVD request is received over the telephone:

Check the availability, If the DVD requested for has already been issued, If the DVD requested for is not listed in the DVD menu. Deliver the DVD along with the DVD issue card in a standard leather folder Leave a trace and check out alert

When a DVD request is received at the counter:

Present the DVD menu in a standard leather folder present the DVD along with the DVD issue card in a standard leather folder . Leave a trace and check out alert

Lost baggage retrieval

Request for the property irregularity report, keep the airport representative informed send a distress kit to the room and offer shopping assistance

Delivery of Flowers

One must note the following details:

Guests name and room number, complete address of the destination, name of addressee, date of delivery, choice of flowers and arrangement, value , cards along with the message, any other specifications, mode of payment , if the flowers are to be delivered in a city which has an Oberoi group hotel / or else

External Hotel Reservation

One must note the following details:

City and country Name and type of hotel Number of persons Room preference Dates of reservation Transfer assistance Preferred mode of payment Any other specification

External restaurant Reservation

Make the reservation, in case the reservation cannot be made send the restaurant reservation card to the room

Tailor request

All hotels to have an approved Boutique for meeting tailor requests, approved by the General Manager All charges to be paid directly by the guest. Where the hotel has an arrangement for the tailor to visit, Concierge to confirm the date and time for the Boutique tailor to visit with the guest.

Where the hotel does not have an arrangement for the tailor to visit, Concierge to inform the guest of the hotel approved Boutique and offer to send the contact details across to the room.

Helicopter and Aircraft Charter

All requests for hiring of helicopter / charter aircraft should be directed to OCC.

In case the Oberoi helicopter / Charter aircraft is unavailable for the required dates, then the hotel concierge to handle the guest request.

Following details to be confirmed with the guest:

Date of travel

Time of travel

Destination or itinerary

Number of passengers

Food and Beverage requirement

Mode of payment / Credit card details

Tele and Web Check-in

Request for a copy of the guest’s ticket and passport (only for international flights). Check for a seat preference, if any. For Web check –in: Log onto the airline website. Enter in the required details and print out a boarding pass for the guest. For a tele check-in: Call the airline and give them the require details. (Only domestic flights) Confirm if the guest requires a hotel car at departure and at what time. If the guest is availing of the hotel car, inform the guest that the Airport Representative will meet him /her at the airport. Book the

departure car with Avis and inform the Airport Representative about the guests’ details to meet and assist the guest on departure.

Miscellaneous requests

If the request can be handled immediately, then inform the guest accordingly. If the request cannot be handled immediately, then inform the guest that you would call him / her back after checking on his request. Update the guest regularly on the status of the request and the estimated processing time that would be required. Update all details of pending requests in the Concierge Log Book and at the end of each shift give a handover to the next shift.

Dining Facilities

Vetro

An exclusive, elegant restaurant serving contemporary as well as classical gourmet Italian cuisine in a relaxed ambience with friendly and elegant service

Location : Lobby Level

Seating Capacity: 56 Covers

Operation Hours: 12:30pm – 02:30pm & 07:30pm – 11:30pm

Designer: Virgilie and Stone

It has a lounge seating area where guests can enjoy a drink before proceeding to the dinner table . Unique to Vetro is the over 1200 bottle wine library, ‘Enoteca,’ the first of its kind in the city. At Enoteca, guests are encouraged to sample Italian wines and cheese. Vetro in Italian means ‘glass.’ In keeping with the theme, there are multi-coloured back-lit glass panels around the restaurant, lending to the theme. All metallic fixtures have a nickel finish, and wooden surfaces are straight grain veneer on timber; all seating is in leather. Table tops are made with veneer on nickel finish metallic legs. The restaurant and kitchen flooring used is Crema Marfil Honed Turkish Marble with a very light cream coloured hue. The central dining area will have ribbed carpet supplied by Top Floor UK Ltd . The restaurant boasts of Corian spatial dividers. Corian is a Dupont brand made from a combination of calcium and other elements with a little amount of marble. Paint used for ceiling and wall finishes is by Dulux Colour Dimensions. Eggshell finish for the walls and vinyl-matt finish for the ceiling. The chairs, Bar stools, and the lounge seating chairs will all have Edelman Leather supplied by Luxe Claf The restaurant has Osram T5 tubes from imported from Germany with dimmable ballast. Vetro also has regular Halogen and Kelvin cat-eye bulbs of 14, 16 and 20 W again from Osram . The CD changer and amplifier in the restaurant is Bose with 13 individually controlled speakers, which shall play a collection hand picked for the restaurant, to add to the overall ambience and feel of the restaurant. Other kitchen equipment like funnels, knives and choppers, pots and pans, strainers, sieves, scoops etc. are sourced from Andy Mannhart, USA. All chinaware for Vetro is from Narumi Singapore Pvt. Ltd. They all belong to the Royal Court Line design, whereas some of them are from the Square Collection All general flatware for Vetro is EPSS, and the manufacturer is Oneida International, USA. They are from the Mascagni make. Certain specific flatware like cheese knife, pastry succors, bread tongs, etc. are being supplied by Victorinox, Switzerland, WMF, Germany, Hepp, Germany, G&V Collection, Indonesia and Table Craft Products, USA. Glassware such as wine glasses and long drink are by Schott Zwiezel, Germany (Classico series). Water tumblers, decanters, Pilsner, Oil and Vinegar bottle, Old Fashioned etc. are from Schott Zweisel, Germany. All under counter chillers are from Williams. All wall shelves are from Braintree. Griddle plate, Char gas grill, deep fat fryer, four burner range is from Angelo-po. The convection oven is from Goldland and the food processor is from Robot Coupe.The cheese cabinet is sourced from Chambrai

FENIX

A chic all day dining restaurant offering world cuisine presented in

a contemporary style

Location : Lobby Level

Seating Capacity : 68 Covers

Operation Hours: 06:30am – 11:30pm

Fenix is a versatile place that lends itself to different occasions during the day that could be a business breakfast; an informal lunch; a high tea or an intimate dinner. Without any architectural demarcation or doors, the restaurant virtually integrates itself with the atrium lobby with an abundance of natural light . Fenix flooring is made of Grey William Italian Marble in a Honed finish, which refers to a matt finish as well. Wall cladding is made off MP sand stone supplied to us by Patni Marbles, Jaipur. All tables and wood work have been developed by Vipin Shah and associates and the chairs have been made by Ahuja and sons, New Delhi. Spotlights and T5 tubes with imported electronic blast are the two types of lighting used in the restaurant. The lighting control ‘dimmer panel’ is Lutron. Most of the chinaware being used in the outlet is from Narumi, Japan and cutlery from Hepp, Germany from the Profile series The sushi platters that comprise of leaf shaped plates (Hot Palm design) and square platters (Nubo design) have been procured from Villeroy & Boch Luxembourg. All the glassware being used in the outlet is from Schott Zwiesel, Germany. All stoneware equipment being used for the Sushi bar have been custom made for the restaurant from Nafees Pottery. All linen will be in bone white Ecru made of 55% linen and 45% cotton from Winmark Enterprise, Mumbai. The Sunday Brunch features an elaborate Mediterranean salad display, a variety of action stations, sushi, homemade breakfast specialties, a choice of à la carte courses and dessert . The

brunch includes sparkling wine, beer and international spirits with exclusive flavoured martinis.

ZIYA

A modern, chic restaurant serving Indian cuisine in a contemporary style

Location: Pool Level Seating Capacity: 74 Covers

Operation Hours: 12:30pm – 02:30pm

07:00pm – 11:30pm

Designer: Vinod Goswami, The Module Architectural and Interiors

Ziya features Indian fare crafted by Michelin Star chef Vineet Bhatia of Rasoi Restaurant in London and Geneva. Ziya provides a unique Indian culinary experience. Its USP include its display kitchen with Tandoor, gourmet Indian cuisine and the majestic views of Marine Drive and the Arabian Sea.

The EAU Bar

Location: Lobby Level Seating Capacity: 48 covers Operation Hours: 12:30pm – 01:00am Designer: Vinod Goswami, The Module Architectural and

InteriorsThe EAU Bar offers the magnificent view of the Arabian sea. Offering classic and innovative concoctions as well as a large variety of spirits and wines. Will be the best address for Champagnes and Champagne cocktails. Live entertainment renowned pianist George, Vivian on the guitar and vocals by Natasha. The EAU bar foyer area will appear to integrate with the lobby with its large glass entrance and a continuation of the white Thasos marble from the lobby . Tubular glass chandelier creates luminous rings at different levels across the ceiling of the bar has been procured from Lightbox, New Delhi.

Tea Lounge

Location: Lobby Level Seating Capacity: 14 covers Operation Hours: 08:00am – 08:00pm Designer: Vinod Goswami, The Module Architectural and

Interiors Tea lounge at The Oberoi, Mumbai features the best selection of teas and tisanes in

the city offering delectable English high tea selection. The Champagne and wine evenings at the Tea Lounge accessorises the evenings at The Oberoi lobby. Teas and Coffees is served in fashionable Hotwave series from Villeroy & Boch, Germany.

Glance at Visit at The Oberoi, Mumbai

Who are your true competitors?

Toughest competitor – South Bombay –The Taj Towers &Taj Heritage – They are the immediate competitors for The Oberoi’s in terms of product quality.

The Taj Hertige is comparatively better, but not in the same class with oberoi, taj towers,Vivanta falls in the same league with The Trident & Taj Heritage – with Oberoi.

In the best-seller “Blue Ocean Strategy,” the authors provide several examples of companies that have sought after and capitalized on an uncontested market space. Unless you are fortunate enough to be a stakeholder in a hotel operation that offers such a differentiated experience that your competition is rendered irrelevant, it is likely you are competing head-on with others that are reasonable substitutes in terms of service offerings and amenities.

What is you USP and what makes Oberoi stand out from the competition around it so as to be a completely different competition in its own class?

The USP of Oberois –

1. Depends on business- If corporate then security is critical. Accessibility because it is in churchgate and straight Nariman Point.As compared to the Taj Heritage, the roada are more crowded .

2. Location - Other than basic security measures, location is much safer becuase only one side is accessible widely by roads.Amount of roads are much more secure and less restrictive as compared to the Taj.

3.Based of type of Guest - If not delegation – if long visitors, then the safety measures and factors are much better because there are no beggars, hawkers or prostitutes.

4. If you require to go on business then The Oberoi is a plus in this aspect as the hotel is close by to many of the corporate offices in the vicinity.

Product to product comparison, Oberoi as a product is fairly simple – if premier ocean view room, guarantee product. Taj heritage multiple companions. Positive because all guests are same level. But for taj heritage is diferentf for different people.

Other usp is banquet halls. Oberoi has a total of 11 banquet halls, so if the delegation is on the move , then there are distinct pathways for different levels of importance of the people.

One of the big frustrations for travelers is a concern that their voices aren’t really being heard by the industry and that hotels aren’t paying enough attention to dialogues on social media. How do you plan on tackling the situation on the online front?

How to tackle feedback on social media is becoming a growing reality which becomes more challenging and requires attention in the past 4-5 years.Now ,we are protactively posting on all platforms, keep posting events.On trip advisor wherever possible write back – how to track back guests experience and hope that everything was upto perfection.

Other side encourage regular guest to post good things or the small little things they found to their delight during the stay at the hotel. Only way to address, is proactively check address, take it offline, and sort it out.more of a brand recall point.

Rising female spending power – How will you re-align your services to suite their tastes?

The pressure to cater more explicitly to the needs of the female guest will rise as the understanding of their spending power and influence increases.For females, two things, lady chauffers, because ladys come on late nights flights for business trips, We have an Audi to take care of them wherever they need to go be it back and forth to the hotel and airport or any other place.

We also have a 2nd lady butler for rooms to monitor and take care of their requests from nine to nine to don’t transfer call to ladies so as to avoid unrequired calls.

If we have a single lady,we do not keep them as guests n separate floors.ITC does follow that practice.This may not work to the guests comfort factor as sometimes, they have others accompanying guests along and if they leave at odd hours. Because if men come in or if the meeting for all people come in for sales room.

If maintannece work is to be carried out, then we usually send ladies to look after the guests.Everything don by ladies.be carefull not to be too intrusive. Too much not required.giving closer to elevator. Always evaaute ladies first. Room amenities for ladies that they require. Hangars, small details.

The World Bank estimates that by 2014 the earning capacity of females will reach $18 trillion - more than the estimated 2014 gross domestic product of India and China32. Analysts recognize that the balance of power is definitely shifting and that women are now a strong economic force to be reckoned with.

Open innovation and collaborative design - Is the Oberoi taking part in such collaborative approaches?

Tapping the innovative talent and ideas of those outside the organization is nowa priority.In terms of outside technology, we keep trying to update whatever comes, easily available. If hardware, even if its outside innovation the small things like, new wine, designer cutlery, we try to ensure that all our managers are upto date that make sure through material etc to keep abreast A large amount is technology. Ad few more fileds in opera. Sales reportsd update.We raise a qs and challenge the service provider to ask whether I can do this. Be bale to showcase this. Becomes very accepted.Innovating to satisfy guests and guest creation of delight.One stage bringing wireless tech wanst capable. That time it wasn’t imp. Noow beiple asked for service providers to help wired.That is why guests comment card helps to innovate.More keeping abris

Energy, environment and sustainability Are carbon foot print, iso certification CSR Initiatives, rooms to save the environment. But for the environment, we do keep Akanska , 15th august old age people.

Other comments

The hotel industry service and hard products to sell, service industry is growing. There is a lot of international brands to come in, prominent 4star hotels will give a lot more competition. There is still a lot of development. With brands coming in like The Ritz-Carlton, we have a challenge ahead.

Questionnaire

Your Experience at The Oberoi, Mumbai Any Recommendation which can be improvised in hotel Rate your experience from 1 to 5 What is the top of mind recall when you think of best aspects of the Oberoi’s

Guest Feedback

1Your Experience at The Oberoi, Mumbai: It’s a nice hotel. Service is great. Ambience is great. Since it is along the coast of Mumbai, it is got a really great view. Although its more of a business hotel, me and my family have come here for a holiday. The place is great because there is a lot of shopping areas around and sites to see like the gateway and colaba. We were told by staff about place to see around and we had a tour of Mumbai which was managed by hotel.

Any Recommendation which can be improvised in hotel: It would be great if they minimize disturbing us every now and then for service. I mean it is great that they want to take care of us and give all possible attention but sometimes it is too much.

Rate your experience from 1 to 5 : mmmmmmmm…. I would say 4

What is the top of mind recall when you think of best aspects of the Oberoi’s: Service standards are very high

2Rate your experience from 1 to 5 hotel: 5

What is the top of mind recall when you think of best aspects of the Oberoi’s: The staff is amazing

Your Experience at The Oberoi, Mumbai:

We stayed earlier at Delhi’s luxury hotels. I wanted to stay in Mumbai and on a friends recommendation, I chose The Oberoi’s. Walking into the place was a great feeling the lobby and lounge area was expansive. The feeling of welcomes is something they got going well for them, every person I interacted with was very helpful and warm. Even for the smallest request they went a step further to care of it.

3Your Experience at The Oberoi, Mumbai: The Oberoi hotel group has consistently excellent standards and the property in Mumbai is no exception. The hotel is modern and well designed. The room was spacious for a city hotel, minimalist luxury with the most breathtaking views of the Arabian Sea. Every little touch was perfect including the toiletries, fresh flowers, complimentary fruit and snacks. Breakfast

was delicious and would also highly recommend the in-house restaurant Ziya which has fantastic contemporary Indian cooking.

Any Recommendation which can be improvised in hotel: No.

Rate your experience from 1 to 5 : 4.5

What is the top of mind recall when you think of best aspects of the Oberoi’s: Ambience is very good.

4Your Experience at The Oberoi, Mumbai It was a superb experience at The Oberoi Hotel. Compared to 5 star global hotel standards they are really good. Loved the in-room check-in service- very professionally done, Before you ask they give you or tell you everything that what I call Pro-activeness. Hotel is well located for tourists and the vibe in the area is incredible. Food at the restaurants was excellent. Also appreciated the room amenities and the television above the bathtub.

Any Recommendation which can be improvised in hotel: No

Rate your experience from 1 to 5 : 4.5

What is the top of mind recall when you think of best aspects of the Oberoi’s: service

5Your Experience at The Oberoi, Mumbai: As a standard executive person or as a normal person Oberoi is great hotel as 5 star. My stay here for 4 days experience is too good that I cannot forget. The staff is very qualified and very good moral character. They have own car to travel whole Mumbai. Security guards are too good. As per my knowledge and experience if any one visit Mumbai stay there

Any Recommendation which can be improvised in hotel: The Oberoi Hotel can make Internet service Complimentary which is happening worldwide

Rate your experience from 1 to 5 : 4

What is the top of mind recall when you think of best aspects of the Oberoi’s: View from my room overlooking the Sea, especially early Morning and Sunset

Guest Feedback Online

Website: TripAdvisor

Date Reviewed:  29 March 2012

Tone: Negative

Customer Review

I have stayed at the Taj lately but a colleague recommend to switch over to the Oberoi. Big mistake. The most annoying thing that happened was someone coming in my room (I had neglected to put chain on) at midnight, turning on light and waking me up (which is not a good thing when you are jet lagged and trying to recover). I told the reception the next morning and ask them to investigate. No news from them the evening. I reask the following morning and someone informs me that is was the maid service that had gone to the wrong room and they were sorry. No offer of any compensation (many hotels would have offered a meal or something to that effect). I also experienced lots of smaller annoyances, like the coffee

in the room never really being properly replaced, room service not having a pen on them (never seen this before), drain in sink and tub needing to be manually opened, etc. Not big issues on their own but they piled up and seemed unacceptable for a hotel of that reputation. Breakfast was only so; hot items are a la carte; my eggs florentine had been broiled dry, the cheese selection is low end. For the price of this hotel and its reputation, I would have expected much more.

Website: TripAdvisor

Date Reviewed: 30th October 2011

Tone: Positive

Customer Review

I visited Mumbai from 23 to 25 October for business and stayed in the Oberio Hotel. From the very beginning the experience was seamless and pleasant! The hotel arranged pick up from the airport and our driver was very knowledgeable about the area and was keen to educate us on Mumbai.

We then checked in at the hotel – also an efficient and smooth process. The staff was amazing – friendly and superbly professional. Bonnie needs a special mention, as he was extraordinary. 

What impressed me was that throughout my stay, the staff knew myself and my colleagues by name and room number which added a personal touch to our stay.

The hotel itself was comfortable, my room was more than adequate with everything I needed.

The room service offered a large variety of excellent quality food and snacks, and the ordering process was easy and delivery quick. 

We enjoyed the restaurants (excellent service and food), as well as the spa facilities, gym and pool which were immaculate. I particularly enjoyed the awesome view from the pool area over the ocean and Mumbai.

On check out, the process was once again professional and seamless and again, compliments to the staff. This was really a value for money experience – top notch service, friendly staff and all encompassing facilities.Stayed October 2011, traveled on business

Website: TripAdvisor

Date Reviewed: October 19, 2011

Tone: Negative

Customer Review

The good news: The hotel is immaculate... all areas are clean, crisp, well appointed (except for the red piano in the lobby). The bad news: Most everything else... The service level oscillates from in-your-face to practically non-existent. At one end there's the creepy gym attendant who would not leave me alone for my entire session and would simply stare blankly at me while I performed my exercises. At the other end was the breakfast staff, which was consistently short-staffed and had to wait and call on for everything from a coffee to the bill. This happened every morning I was there. And for a buffet breakfast, it would have been nice if hearty selections like eggs and pancakes were included as well, but of course they're not, they're a la carte, and ridiculously overpriced. Also, for a hotel that seems to cater to the flexible needs of its business clients, it's not flexible at all. They push their premium car service, which is fine, but when charging Rs. 4000 for a Rs. 100 ride, that's just mean... it would have been nice for them to take into account time/distance traveled instead of charging a flat rate for any ride (however, I will say that the drivers were extremely courteous and helpful). Even those who can afford to stay at the Oberoi will appreciate not feeling as though they are being taken for a ride once in a while. Never coming here again. Stayed October 2011, traveled on business

Website: TripAdvisor

Date Reviewed:  October 14, 2011

Tone: Positive

Customer Review

When we booked the Oberoi we were unaware of the sadness that had occured.What struck me most about the hotel was how tranquil the atmosphere was. It was only days later that I found out the incident of sadness which occured a few years earlier and I could only put the tranquility of the atmosphere down to the many blessings the hotel had received...

The staff were beautiful too - so very welcoming, obliging and all with very good English, which is not always the norm.I will only use The Oberoi when I stay in Mumbai again - it ticked all the boxes for me.

Stayed October 2011, traveled on business

Website: TripAdvisor

Date Reviewed:  24 January,2011

Tone: Positive

Customer Review

Having stayed with most of the 5* chains in India (Taj, Leela, Hyatt, Le Meridien, etc) this was our first time at an Oberoi and I can safely say that the service level was way beyond anything we've experienced. The degree of personalization, engagement, attention to detail, accompanied by a willingness to go well beyond the normal call of duty is absolutely admirable and present in each interaction.

Looking at above given 2 Negative comments we can put our view to improvise on few details:

1. Staff must be technically sound to avoid silly errors2. Staff to follow up with guest at every point of time regarding guests demands3. To retain the guest service recovery to be strong to create right impression if any

mistakes committed which shows that “We Care”4. Delay in services to be avoided to prevent unnecessary DNME for the guest5. Guest should be given wide range of option so that he doesn’t have to look for his needs

anywhere else. And yes we can’t forget the price factor which has to be reasonably good.

Bibliography

1. http://www.investorwords.com/6664/service.html#ixzz1ng038u6C 2. http://www.learnmarketing.net/servicemarketing.htm 3. www.theoberoihotels.com 4. www.tripadvisor.com 5. Hospitality Biz Magazine