hyatt regency delhi (1) (1)
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Hyatt Regency DelhiSubmitted by-Kartik Agrawal
Manisha AnantharamMegha Singla
Neeraja PadmanNiharica MehtaNirankar Royal
Established in 1957 - small hotel at the Los Angeles International Airport
Today has 483 properties in almost 45 countries
Brands: Park Hyatt Andaz Grand Hyatt Hyatt Hotels Hyatt Regency Hyatt Place Hyatt House Hyatt Vacation Club Hyatt Resorts
Hyatt Corporation
Mission – “to provide authentic hospitality by making a difference in the lives of the people we touch every day”
Goal - “to be the most preferred brand in each customer segment that we serve for our associates, guests and owners”
Values of “mutual respect, intellectual honesty and integrity, humility, fun, creativity and innovation”
Strategy◦ Focus on Improvement in the Performance of
Existing Hotels◦ Expanding Presence in Attractive Markets
Business Environment◦ Intense Competition◦ Seasonal and Cyclic ◦ Federal, Foreign, State and Local Government
Laws and Regulation
Operated by Asian Hotels (North) Ltd. 5-Star Deluxe Hotel Located at Bhikaji Cama Place 517 rooms and suites
Hyatt Regency Delhi
To ensure brand loyalty
To ensure customer satisfaction
To maximize shareholder’s wealth
To increase the occupancy rate
To undergo major expansion plans
Competitive priorities
Marginal increase in its Average Room Rate
Foray into ‘Serviced Apartments’
Need for improvement in existing infrastructure.
Current geo political situations raises a problem.
Current situation in the firm
Number of new hotels have sprung up .
Recent economic crisis in the United States.
Improved Average Room Rates in the metros.
Contd .
Direct effect on hotel’s revenues and profit margin
Efficient planning and decision making Main driver of pricing and room allocation
decisions Human resource planning Inventory control Helps in overbooking (revenue management
technique)
Why forecasting is important?
Moving Average Method◦ Simple◦ Weighted
Both cannot account for seasonal changes or trends Exponential smoothing:
◦ Simple◦ Double: smoothes out trends◦ Triple: smoothes out seasonal changes
Forecasting Techniques
Exponential methods are reasonably accurate.◦ Advanced methods like Monte Carlo simulation also
available
Hotels forecast on a month to month basis. ◦ This month last year is reasonably accurate measure◦ Overall yearly estimate /budget varied according to
developments during the year
The revenue manager usually manages the forecasts based on inputs from various sources◦ Different Software available for forecasting◦ Method subjective to specific hotel
Forecasting Techniques cont
Type MAD MAPD (%)
Simple exponential smoothing
.2 521.038 4.499
.3 566.786 4.875
.5 631.259 5.399
Adjusted exponential smoothing
.2 548.487 4.72
.3 433.137 4.07
.5 679.614 5.78
Correlation coefficient 44.87%
Results
Based on simulating forward in time the actual process of reservations
Considers factors like reservations, arrivals, cancellations, duration of stays, no shows, group reservations, seasonality and trend
Multiple simulated forward paths are created for each factor and then mean of these paths at any future instant of time t is taken.
Monte-Carlo Simulation
Objective is convenience of customer Efficient utilization of available space –
more number of covers increased revenue Cost of operations Flow of goods from receiving to service Smooth circulation of customer traffic Flexible operations Make it appealing to attract the guest Safe and hygienic
Service layout
Fixed position - a single, fixed position at which the service is processed by workers who move to that position for them to carry out their work.
Process Layout - Activities are grouped together non-sequentially to allow a range of different products to be made. Breakdown of one machine/Activity does not halt process.
Facility layouts in hotels
HOTEL DEPARTMENT LAYOUT
Front office Process Layout
House-keeping Fixed Layout
Kitchen Process Layout
Bars Process Layout
Restaurant Fixed Layout
Room Service Fixed Layout
Leisure Facilities Process Layout
Amongst the best all day dining restaurants in India
140 Covers Serves buffet and A la carte Contributes 24.13% towards total F&B
revenue Serves light meals (A la Carte) and lunch &
dinner buffet
Café - the coffee shop
Profile of guest – Upper class, mainly business people
Short length of stay quick service Type of menu – light A La Carte menu and buffet Amount of money customer is willing to spend –
Rs. 1500 – Rs. 3000 140 covers so as to maximize the revenue Pleasant atmosphere and complements the
décor “open” look of the restaurant Level of lighting Bright Efficient use of location - mirror wall to use
sunlight and save energy
Cafe
Low sound as guests wants to have a conversation
To reduce the distance between buffet counter and guest tables, dessert, salad and juice counter are located away from main counter so as to ease out the traffic
Whole restaurant is divided into 5 sections Each section serves to approx. 24 counters Each section has a separate service station
and billing desk for quick service
Contd.
Dimension of tables = 4 feet * 2 feet flexible operation-These tables have two
covers, however they can be joined for group of 4 or more guest
Placement of tables square and rhombus for efficient utilization of space
Waiters serve during buffet as well so as to lessen the traffic around buffet counters
Two exits for guests
Contd.
Divison of work areas
Flow of customer traffic
Restaurant manager (1)
Assistant manager (1)
Team Leader (4)
Stewards (28)
Cleaners (6)
Hierarchy
To place the juice counter in place of dessert counter to ease out the flow
Increase the number of staff members from two to four per section per shift
Increase the space between some guest tables
Our recommendations
The effluent fittings are permanent and can’t be changed.
Difficult that they may face while applying the recommendation
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