SUMMER TRAINING PROJECT REPORT ON

(SALES & MARKETING STRATEGIES OF HOTEL CENTAUR)

FOR THE PARTIAL FULFILLMENT OF THE REQUIREMENT FOR THE AWARD OF MASTER OF BUSINESS ADMINISTRATION AFFILIATED TO MAHAMAYA TECHNICAL UNIVERSITY NOIDA UNDER THE GUIDENCE OF: PROF. RAKESH PANDEY UNDER THE SUPERVISION OF: MR. SURINDER SHARMA

SUBMITED BY: RISHI KUMAR ROLL NO. : 1227970308 MBA 2012-2014

ACKNOWLEDGEMENT

This is successful completion of any work would be always be Incomplete unless we mention the valuable cooperation and assistance Of those people who were a source of constant guidance and encouragement, they served as bacon light and crowned our efforts with success. I would like to extend my sincere gratitude to our Faculty Prof. Rakesh Pandey for his guidance.

(Rishi Kumar)

DECLARATION

I hereby declare the project report entitled Sales & Marketing strategies Of Hotel Centaur submitted for the post graduate degree in Management in my original work and the project report has not formed the basis for the award of any degree, diploma, and associate ship or other similar titles.

Place: Date:

Signature Rishi Kumar

PREFACE

TABLE OF CONTENTS
INTRODUCTION EXECUTIVE SUMMARY OBJECTIVE OF RESEARCH RESEARCH METHODOLOGY ORGANIZATIONAL STRUCTURE

EXECUTIVE SUMMARY
The main object of this project is to show the marketing strategies and quality management of hotels in order to improve its revenue and the research problem is, how can Marketing Strategies and Quality Management improve future revenue with the special reference to selected five star hotels in India? The methodology includes primary data and obtaining access to secondary data like historical sales and revenue data. The study is based on selected five star hotels in Delhi and I take Centaur Hotel which belongs to HCI to explain my project. Objectives talks of types of data the research project will generate and how these data is relevant.

Research approach gives a non technical description of the data collection method, measurement instrument, sample and analytical techniques. I use experimental and questionnaire methods for research methodology. Hotel industry which has been underperforming on revenue targets in todays competitive market. Marketing strategies is a key to improving hotels revenue. As advertising and promotional strategies affects revenue faster and in a sustain manner compared to one time hotels promotions depends on external factors besides advertising and promotional strategies can be controlled by the hotel management to help retained loyal

customers. It is thus an important element of the marketing strategy to generate growth in sales revenue. The stylishly designed hotel that made its way to the list of best hotels in the world, promises a rich experience to any visitor and patron. Realizing the huge potential for hospitality industry have to look back to their marketing strategies. The positive response of the customers towards the hotel led to the new marketing strategies.

What is a Hotel?
Hotel is an establishment that provides lodging and usually meals and other services for travellers and other paying guests. The provision of basic accommodation, in times past, consisting only of a room with a bed, a cupboard, a small table and a washstand has largely been replaced by rooms with modern facilities, including en-suite bathrooms and air conditioning or climate control. These days some more additional common features are also found in hotel rooms like telephone, an alarm clock, a television, a safe, a minibar with snack foods and drinks, ironing facilities and facilities for making tea and coffee. Luxury features include bathrobes and slippers, a pillow menu, and jacuzzi bathtubs. Larger hotels may provide additional guest facilities such as a restaurant, swimming pool, fitness centre, business centre, childcare, conference facilities and social function services. Hotel rooms are usually numbered (or named in some smaller hotels) to allow guests to identify their room. Some hotels offer

meals as part of a room and board arrangement. In the United Kingdom, a hotel is required by law to serve food and drinks to all guests within certain stated hours. In Japan, capsule hotels provide a minimized amount of room space and shared facilities. A capsule hotel is a type of hotel with a large number of extremely small "rooms" (capsules) intended to provide cheap and basic overnight accommodation for guests not requiring the services offered by more conventional hotels.

HOTEL INDUSTRY
Hotel industry in India has witnessed tremendous boom in recent year. Hotel industry is inextricably linked to the tourism industry and the growth in the Indian tourism industry has fuelled the growth for Indian hotel industry. The thriving economy and increased opportunities in India has acted as a boon for Indian hotel industry. The arrival of low cost airlines and the associated price wars have given domestic tourists a host of options. The Incredible India destination campaign and the recently launched Atithi Devo Bhavah campaign has also helped in the growth of domestic and international tourism and consequently the hotel industry. The Indian hospitality industry has emerged as one of the key industries driving growth of the services sector in India. It has evolved into an industry that is sensitive to the needs and desires of people. The fortunes of the hospitality industry have always been linked to the prospects of the tourism industry and tourism is the foremost demand driver of the industry. The Indian hospitality industry has recorded healthy growth fuelled by robust inflow of foreign tourists as well as increased tourist movement within the

country and it has become one of the leading players in the global industry.

OBJECTIVES OF THE PROJECT To study the various trends in Hotel Industry. To find the future market potential of Hotels. To find out the strategies of Hotel Industry. To know the marketing practices of Hotels. To know about loyalty programmes.

LIMITATIONS OF THE STUDY

No study is complete in itself, however good it may be and every study has some limitations: Time is the main constraint of my study. Sample size availability was not large enough. The views of the people are biased therefore it doesnt reflect true picture.

INDIAN TOURISM INDUSTRY

Tourism is the basic and the most desirable human activity describing the praise and encouragement of all people and government. Hotel industry is an essential part of tourism. The

expansion

of

tourism

is

well

inevitable

bringing

out

development of the hotel industry. Hotel industry is so closely linked with the tourism industry that it is responsible for about 50% of the foreign exchange earning form tourism trade and enterprises. The rising volume of tourism influx brought into light, the shortage of hotels in important tourists centers. Keeping in view the changing standards in the international hotel keeping. The Indian industry to make a number of improvements. Its not enough to have adequate hotel accommodations, it is equally necessary to have at various levels, low priced, moderately priced, high priced, and a few luxury hotels.

Hotels may be categorized depending upon factors such as Locations Categorization according to plan Categorization according to number of rooms. Categorization by type of clientele. Categorization by the length of stay of guests. Categorization by the facilities that the hotel offers

The devaluation of the Asian currencies, the Kargil issue and the parliamentary elections had affected growth in the tourism industry. The situation is gradually moving back to normal with the tourist arrival figure marginally increasing from 2.3mn to 2.5mn. The industry is growing at a rate of 9%. With the political and economic stability being more clearly visible, both tourists as well

as business arrivals are likely to gather momentum in the remaining part of the year. The Indian hotel business focuses largely on foreign tourists with only 30% of the business coming from the domestic business and the leisure travels. The tourist arrivals in India are seasonal in nature, with the best season being from September to December followed by a steep fall till May. The period June to September gains momentum once the monsoons are over. The slack season is generally used for renovation work and the period is characterized by discounts to attract clients. The studies says, "tourism is a traditional instrument, which enables culture to the rehabilitated and made know to the rest of the world". It is said it's a smokeless industry and has become second to the petroleum industry in world trade. This great importance was formally acknowledged when the XXI U.N. General assembly designated 1967 as international tourist year with a unanimous resolution recognizing that "tourism is a basic and most desirable activity deserving the praise and encouragement of all peoples of government". When travelling away from home, tourist comes in contact with the places they visit with their inhabitants and social exchange takes place. Their presence and social background affect the social structure and mode of life at the destination. Tourists are in turn affected by the experience and often carry back home with them, new habits and new outlook on life.

Tourist has great educational significance. Contact between people of different races and nationalities widen ones outlook. Tourism, whether domestic or international has common economies significance in the sense that money earned in places visited large sums of transferred to the host economies where this money provided a source of income, a means of livelihood and amenities for the resident population. Purchasing power is generated in the receiving areas through the expenditure of visitors. Money received is spent and resent and this multiplier process the host country is a beneficiary. International tourism is of great importance in international trade in the sense that it enters into the balance of payments of accounts of individual countries generating tourist traffic and export for countries receiving tourist traffic. For many countries is a major item in world trade. These countries exhibit faster growth in tourism than in trade of goods.

Domestic and International Tourism Usually, a distension is drawn between domestic or internal and foreign of international tourism. In domestic tourism people travel outside their normal domicile to other areas within the country. Barriers like language, currency and documentation are not in the domestic tourism. But in India, since difference estates have different languages; ones own language may not serve a medium of communication. Domestic tourism has no balance of payment implications.

When people travel to a country other than which they normally live in is known as international tourism, the distinction between domestic and international tourism is now diminishing. The reasons being: Language barriers are reduced by improving language skills Currency and customs unions are developing in many European countries. With globalization the free movement of people is growing.

Considering the greater multiplier effect in domestic tourism, domestic tourism would have received greater emphasis in India. Reliable data on the growth of domestic tourists traffic are not available as not extensive survey has been conducted on a national level by any agency, government or otherwise not given the numerous festivals celebrated throughout out the year, the innumerable tourist's centers in the country, the geographical expands and the resource constraints, estimates of documents tourists' traffic through an executive survey is considered impossible. Domestic tourism if considered separate from the travel for religious and commercial purpose. It is a post-independence phenomenon. Industrial growth, improvement in the standard of living, rise in disposable income and most importantly the improvement of tourist infrastructure search as hotels, air, train and road transport has contributed to the impressive growth in tourist traffic.

The definition of a domestic tourist is a person who travels within the country to a place of residence and stays at hotels or other accommodations establishments run on commercial basis or in dharmashalas, sarais, chaultries etc. for duration of not less than 24 hours. The factors that govern the magnitude of domestic tourist traffic are the religious and cultural importance of a place. The extent of manufacturing, business and trading activity, the climatic conditions, the infrastructure facilities available and the

geographical location etc. the current rough estimate of domestic tourism in India is ten million a year.

HOTEL INDUSTRY According to the British laws a hotel is a place where a bonafied traveler can receive food and shelter provided he is in a position to for it and is in a fit condition to receive. Hotels have a very long history, but not as we know today, way back in the 6th century BC when the first inn in and around the city of London began to develop. The first catered to travelers and provided them with a mere roof to stay under. This condition of the inns prevailed for a long time, until the industrial revolution in England, which brought about new ideas and progress in the business at inn keeping.

The invention of the steam engine made traveling even more prominent. Which had to more and more people traveling not only for business but also for leisure reasons. This lead to the actual development of the hotel industry as we know it today.
Hotel today not only cater to the basic needs of the guest like food and shelter provide much more than that, like personalized services etc. Hotels today are a Home away from home.

CLASSIFICATION OF HOTEL
Hotel can be classified into different categories or classes, based on their operational criteria. For example the type of accommodation they provide, location of the property, type of services provided, facilities given and the clientele they cater to can help categories hotels today. Hotels today are basically classified into the following categories: MARKET SEGMENT

Economy hotel: It provides efficient sanity private rooms with bath. The furnishing and decor are acceptable to majority of travelers. Food and beverage service may or may not be available.

Mid market hotels: They offer comfortable accommodation with private on premises bath. Food and beverage services and uniformed bell staff. They offer above average luxury.

All Suite hotels: It offers separate sleeping and living areas along with a kitchenette and a stocked bar, and offer class service.

First class hotels: They are luxury hotels with exceptional decor better than average food and beverage service, uniformed bell services. They often have 2 or 3 dining rooms, swimming pool, spas etc.

Deluxe hotels: They are better and offer more specialized services than first class hotels. They also provide limousine services. PROPERTY TYPE

Traditional hotels: They have the basic concept of rooms with break fast, bell desk services and the other usual services.

Motels: They are located on highways. Guest is given parking right outside their rooms. The usually have a gas station / workshop attached to them.

Resorts: They are usually situated in tourist locations like on rivers, mountains, jungles, or the sea. They give more privilege to sports

activities

leisure

and

re-creation

activities

like

manages,

sightseeing, adventure sports, etc.

Resident hotels: Where guest stay for longer duration, stay like weeks, months even years.

Casino hotels: They are hotels usually in tourist spots and mainly cater to people who are on holidays. Casino hotels like the name suggest offer gambling facilities along with accommodations. ACCORDING TO SIZE Small hotel up to 150 rooms Medium hotels 150 to 299 rooms Large hotels 299 to 600 rooms Extra large hotels above 600 rooms

OWNERSHIP AND AFFILIATION:

Independent hotels: They have no application with other properties. They have their own management and are single properties with one owner.

Chain hotels:

They impose certain minimum standards, levels of service, policies and procedures to be followed by their entire establishment. Chain hotels usually have corporate offices that monitor all their properties and one management runs these properties. That is all the hotels under the chain are completely owned and run by the chain itself.

Franchisee hotels: The franchisee grants the entities, the right to conduct business provided they follow the established pattern of the franchisee, maintains their standards, levels of service, practice their policies and procedures.

STAR CATEGORY OF HOTEL [INDIA]

One star [*] Two star [**] Three star [***] Four star [****] Five star [*****] Five star deluxe [***** deluxe] THREE STAR CATEGORIES: For a hotel to be recognized as a three star property the architectural features and general features of the building should be very good there should be adequate parking facilities. At least 50% of the rooms must be air-conditioned. Also the ambience and

decor of the place must be ecstatic. They should provide reservation and information facility apart from reception, information, bell service at least two gourmet dining facility

should be available. The establishment may or may not have banqueting facility. They should provide high levels of personalized services. The staff must be well-trained and proper standards for hygiene and sanitation must be followed. Also all properties have to keep in mind that proper waste management is done. FIVE STAR CATEGORIES:

Five star category is only allotted to properties, which have all the qualities of a three star property and a few additional. Like the entire property must be centrally air- conditioned. The building of the property must be an attractive one. All the rooms must be spacious. The property must have proper banqueting facility, business center. Proper and well-maintained pool and health club a spa is optional. The property must have 24 hour coffee shop, round the clock room service, a bar, and a minimum of 1 gourmet restaurant. The staff must be highly trained and a degree of specialization must be shown. State of art Equipments must be used and the facility provided in the rooms must be sophisticated. FIVE STAR DELUXE CATEGORIES:

They are more or less like five star properties with the only difference is that they are on a larger scale. Five star deluxe properties maintain a very high staff to guest ratio and very high

levels of service is maintained. They in addition to five star properties have 5 to 7 dining rooms, a bar, 24-hour coffee shop, banqueting facility. Spas, fitness centers, business centers etc. COMPETITION IN HOTEL INDUSTRY After witnessing good times for 3 years, the hotel sector had a tough 2009 due to the Global Economic slowdown and terror attacks. The travel & tourism growth in 2009 slowed down to just 1%. The global economic downturn impacted the Indian tourism and hospitality industry which saw a decline in the foreign tourist arrivals to India from 5.13 m in FY 2009 to 5.5 m in FY2010, thereby resulting in a increase of 7% . India occupies the sixtysecond position among the top tourist destinations in the world for 2009. To encourage the tourism sector, the government in recent times, has taken some measures which will benefit the sector. In FY2009, Rs. 5.2 bn for development of tourism infrastructure was allocated. This figure is higher by Rs 970m as compared what was allocated in the previous year. However, it is only 1% of the total government spending. RBI has allowed ECB upto US$ 100 m in January 2009, which would help in raising funds. The Centre and States are also working out a PPP (Public-PrivatePartnership) model to increase hotel capacity. Government of India increased spend on advertising campaigns (including for the campaigns 'Incredible India' and 'Athithi Devo Bhava' - Visitors are like God) to reinforce the rich variety of tourism in India. The ministry promoted India as a sate tourist destination and undertook various measures, such as stepping up vigilance in key cities and at historically important tourist sites.

Supply We have a shortage of 100,000 guest rooms short in the country. This is expected to keep ARRs high for the next few years. Demand Largely depends on business travellers but tourist traffic is also on the rise. Demand normally spurts in the peak season between November and March. Barriers to entry

High capital costs, poor infrastructure facilities and scarcity of land especially in the metros. Bargaining power of suppliers Limited due to higher competition, especially in the metros. Bargaining power of customers Higher in metro cities due to increasing room supply. Competition Intense in metro cities, slowly picking up in secondary cities. Competition has picked up due to the entry of foreign hotel chains

INTTROUDUCTION TO CENTAUR HOTEL Centaur Hotel Delhi Airport: - Centaur Hotel, Delhi Airport is a
unit of HCI situated for Hotel Corporation of India limited. This hotel is Situated Near to the Indira Gandhi International Airport, the hotel is noise free & Centrally air-conditioned making its heaven for the weary businessmen. It has been categorized as a 5 star deluxe hotel. Due to closet to airport, this hotel receives mainly transit guests. Its Location is very quiet & peaceful. It is just 5 kms. away from the domestic Airport & only 1 km, away from the international Airport. A transit hotel With an imposing identification of superb luxury, its architecture its based On spectacular lobby which is first if its kind in the country. It is 16 kms. By road from the city centre.

Aim & Establishment Of The Company

The Centaur Hotels are the units of Hotel Corporation of India Ltd. The Hotel Corporation of India Ltd. (HCI) is a public limited Company wholly owned by the National Aviation Company of India Ltd, erstwhile Air India Limited and was incorporated on July 8th 1971 under the companies act 1956 when Air India

decided to enter the hotel industry in keeping with the then prevalent trend among world airlines. The objective was to offer passengers a better product, both at the international airport and other places of tourist interest thereby also increasing tourism in

India. The objective was to promote tourism and catering and thus offer a better product to the passengers, both at the international airports and at other places of tourist interest. The authorized Share Capital of the Company 10541 crores (Paid up Rs40.60 crores). Presently HCI operates 2 Hotels, one each at Delhi and Srinagar under the brand name Centaur and 2 flight Kitchens, one each at Mumbai and Delhi under the brand name Chefair.

MARKETING PRACTICE

Marketing Funda : Above The Line & Below The Line Above the Line (ATL) and Below The Line (BTL) are the two most commonly used terms in marketing. Both these refer to the nature of promotional activities done by companies. The simple and promotions is that

most common definition for Above the Line

ATL refers to all promotional activities done by companies through mass media. In common, Advertising is the major ATL activity and all other form of promotions except direct marketing falls below the line. Both ATL and BTL jargons does not form a part of the core marketing concepts hence you will not find a clear academic definition in marketing text book.

According to Mr .Michael John Baker (, the term came into forefront in 1954 through the practice of Proctor and Gamble, where the advertising agencies were paid differently from those who undertook promotional activities other than advertising. Marketers began to delineate activities other than advertising as a separate marketing practice called Below the Line Promotion. Below The Line promotions include sales promotions, consumer promotions, PR, events , point of purchase promotions and all those unconventional tools that marketers adopt. Direct Marketing how ever could not be fitted into both these jargons and hence is kept stand alone. Frankly there is no need for such a hypothetical boundary and classifications like ATL and BTL. The current developments that are happening in the media space makes such jargons highly irrelevant. Because boundaries are blurring. Now we see consumer promotions heavily advertised in mass media. Events are highly publicized using advertising, so the LINE is actually non-existent.

For example a viral video in You tube which is watched by millions can be theoretically put as a BTL but it is reaching even more people than the traditional media like TV and print. The recent ZooZoo campaign of Vodafone cannot be bracketed along ATL and BTL because the campaign has already become viral with many blogs writing about it. The campaign was designed to be viral.

Above the line sales promotion ATL is a type of advertising through media such to

as television, cinema, radio, print,

and Out-of-home

promote brands or convey a specific offer. This type of communication is conventional in its nature and is considered impersonal to customers. It differs from BTL advertising, which uses unconventional brand-building and promotional strategies, such as direct mail, sales promotions, flyers, point-ofsale, telemarketing and printed media (for example brochures) and usually involves no motion graphics.[1] It is much more effective than when the target group is very large and difficult to define. The term comes from top business managers and involves the way in which Procter & Gamble, one of the worlds biggest advertising clients, was charged for its media in the 1950s and 1960s. Advertising agencies made commission from booking media (Television, cinema, radio, press, out-of-home and magazines). As below the line had no media involvement there was no commission to be made for the advertising agencies. The accountants thus labeled the different media ATL and BTL depending on where it would sit in the balance sheet and profit and loss accounts (ATL where they made a profit and BTL where they did not) Since then, models have changed and clients are no longer charged for their media in that way.

Below the line sales promotion BTL sales promotion is an immediate or delayed incentive to purchase, expressed in cash or in kind, and having short duration. It is efficient and cost-effective for targeting a

limited and specific group. It uses less conventional methods than the usual ATL channels of advertising, typically focusing on direct means of communication, most commonly direct mail and e-mail, often using highly targeted lists of names to maximize response rates. BTL services may include those for which a fee is agreed upon and charged up front. BTL is a common technique used for "touch and feel" products (consumer items where the customer will rely on immediate information rather than previously researched items). BTL techniques ensures recall of the brand while at the same time highlighting the features of the product. Another BTL technique involves sales personnel deployed at retail stores near targeted products. This technique may be used to generate trials of newly launched products. It helps marketers establish one-to-one relationship with consumers while mass promotions, by definition, make it difficult to gauge consumerresponse, except at the time of sales. Examples include telemarketing, road shows, promotions, in- shop and shop-front activities, display units. The terms "below the line" promotion or communications, refers to forms of non-media communication, even non-media advertising. Below the line promotions are becoming increasingly important

within the communications mix of many companies, not only those involved in FMCG products, but also for industrial goods. Below the line sales promotions are short-term incentives, largely aimed at consumers. With the increasing pressure on the marketing team to achieve communication objectives more efficiently in a limited budget, there has been a need to find out more effective and cost efficient ways to communicate with the target markets. This has led to a shift from the regular media based advertising. In other words, below-the-line sales promotion is an immediate or delayed incentive to purchase, expressed in cash or in kind, and having only a short term or temporary duration. Below the Line uses less conventional methods than the usual specific channels of advertising to promote products, services, etc. than Above the Line strategies. These may include activities such as direct mail, public relations and sales promotions for which a fee is agreed upon and charged up front. Below the line advertising typically focuses on direct means of communication often using highly targeted lists of names to maximize response rates. Trained sales personnel, often young women, are deployed at Retail Stores, near the shelves of targeted products. These young women convince customers visiting these shelves about the better aspects of their brand compared with others. This is ideal for new launches as it generates trials, which if successful result in repeat sales. In addition, above the line is much more effective when the target group is very large and difficult to define. But if the target group is limited and specific, it is always advisable to use BTL promotions for efficiency and cost-effectiveness.

Say, for example, if a pen manufacturer is going to promote its product, it may take the ATL route, but if a company manufactures computer UPS, it will certainly take the BTL route, as the target group is very limited and specific. More recently, agencies and clients have switched to an 'Integrated Communication Approach.' BTL is a common technique used for "touch and feel" products ,consumer items where the customer will rely on immediate information rather than previously researched items. BTL techniques ensures recall of the brand while at the same time highlighting the features of the product.

HOTEL TARIFF PLANS The various tariff patterns followed by hotels have come to be identified with the areas where such patterns originated .hotels charge their guests according to the European plan, Continental plan, American plan, Bed and Breakfast meal plans ,etc.

EUROPEAN PLAN: The tariff consists of room rate only .all other expenses would be paid by the guest as per the actual use or consumption.

CONTINENTAL PLAN: The room tariff includes continental breakfast along with the room rent .A continental breakfast includes a choice of fresh or canned juices, breads like toast, croissant, etc. with butter or preserves like jam, jellies and marmalade, beverages like tea or coffee with or without milk.

AMERICAN PLAN: It is also known as en-pension or full board. The tariff includes all meals(b/f, lunch and dinner)along with room rent. The menu for the food and beverage is fixed.

MODIFIED AMERICAN PLAN: It is also known as half board. The tariff consists of breakfast and one major meal (lunch or dinner) along with the room rent.

BED AND BREAKFAST PLAN (B&B) OR BERMUDA PLAN: The room tariff includes American breakfast along with the room rent. American breakfast generally includes most or all of the following :two eggs (fried or poached),sliced bacon or sausages, sliced bread or toast with jam /jelly/butter, pancakes with syrup, cornflakes or other cereal, coffee/tea or orange/grapefruit juice.

TARIFF INDIVIDUAL TARIFF STANDARD SINGAL/DOUBLE ROOM EXECUTIVE SINGLE/DOUBLE ROOM EXECUTIVE SUITE PRESIDENTIAL SUITE CONTINENTAL PLAN RS.5000.00 RS.6000.00 RS.9000.00 RS.18000.00

GROUP TARIFF

ON REQUEST

MEAL RATES BREAKFAST LIGHT REFRESHM ENT LUNCH DINNER EXTRA IN ROOM RS.300.00 RS.200.00 RS.600.00 RS.600.00 RS.900.00

CHILDREN : No additional charges for children under 12 years occupying the same Room with parents and not requiring extra bed .

Taxes: To be levied extra as per the government regulation in force at the time of check-in.

CHECK OUT TIME

12 NOON

CREDIT CARDS : -

All major credit cards accepted.

Accommodation :372 Guest rooms and suits elegantly furnished.

TRANSPORTATION : The hotel provides round the clock courtesy coach service on hourly Basis between the airport terminal & hotel and at regular intervals Between hotel and city.

SERVICES: The hotel offers the best services and facilities catering to every Need and requirement . The facility includes 2 specialty restaurant, A Bar, round the clock coffee shop and 24 hours room service, Beauty salon, barbar shop, doctor on call, secretarial service, valet, Laundry and shoe shine, safe deposit and banking facilities ( state Bank of India ), fax, parking facilities, a shopping arcade, closed Circuit colour TV, mini fridge and direct dial telephone in all rooms. Chefair Flight kitchen in Mumbai and Delhi provide in-flight meals. COFFEE SHOP:-

For snacks and light meals round the clock. Quick snacks and light Meals are served round the clock. Occasional food festivals are also Held at the Coffee Shop.

SHOLIN: - A Chinese restaurant serving exotic Szechwan and Continental Cuisine. A Chinese theme restaurant with a small dance Floor and a mix of Indian Chinese ambiance located on the ground floor of the hotel.

RASOI: A speciality restaurant serving delectable Indian fare in a refreshingly Rustic setting accompanied by live ghazals. It is located on the ground floor of Centaur Hotel, Delhi. The restaurant serving Indian Cuisine is of ethnic Indian ambiance, with a split-level storage facility For live music performances. and

SOMA BAR: Best of Indian and Foreign brands available.

HEALTH CLUB: The Hotel has a range of health club facilities including a gymnasium, sauna, Turkish bath, jacuzzi, 2 cilled water baths and a chilled water pool. There is an outdoor swimming pool, 25 meters long, 0.75 meters deep at the shallow end and 3.15 meters deep at the deep end. Other facilities include an outdoor concrete tennis court along with a small childrens park.

RECREATION: -

Tennis Court, Childrens park.

BANQUET AND CONVENTION FACILITIES: The Hotel features comprehensive banqueting facilities available on The ground floor level. The banquet area has an independent Entrance and comprises a pre-function hall and main banquet hall, each of which can be independently let out depending on the number of guests. In addition, there is an open lawn adjoining the banquet hall, which can be let out for larger gatherings. While the pre-function hall and banquet hall can accommodate 100 and 125 guests respectively, the banquet lawn can accommodate another 800 persons. There is also a poolside garden, which is also let out for banqueting purposes and can accommodate around 1500 persons.

PRIME OBJECTIVEs: The objectives of hotel centaur are as follows:

Stay alive: Before making any policy and package, they always keep in mind that in order to be in the [ market that they have to stay alive.The hotel for this objective make many changes, for instance the price of the services, competitive strategies. In this boom period strategies would be different then in the recession period it keeps on analysing the situation, both economical and political and takes actions accordingly. For this particular objective they attract client by giving them different incentives.

GREATEST CONSUMER SATISFACTION

The hotel centaur strongly believes and follows the motto walk

in happily & check out happily. The clients are the source of revenue. In order make profit, it has to attract more and more client. The management does their level best to give maximum comfort to the client to satisfy them. The Centaur for its clients satisfaction has offered many recreational activities. Its prime objective is to satisfy the consumer from every aspects.

PROFIT MAXIMIZATION Profit maximization is the prime objective of any well-established business. It is the case with Islamabad Marriott Hotel. The

management believes that the higher profits are important not only to carry out large-scale business but also for the expansion purposes.

Retaining High Standards Hotel centaur also keeps an objective of retaining higher standards defined by their own visions. This is important to keep their business different from other Hotels.

1.1 DEPARTMENTS OF THE COMPANY