ORPHEUS

H O T E L S
GROUP MEMBERS
ORPHEUS
H O T E L S

Aditya Agarwal Niyati Bhakta

Ana Modi Rahil Charania

Aesha Gabani Riya Patel

Chetan Kothari Rohan Kamlani

Deval Jain Rushi Mistry

Henil Patel Sakshi Daswani

Jhanvi Mahajan Vaibhav Khaitan

Manav Shirawala Vidhi Gupta

Mithil Raheja Vikrant Panchigar

Naman Jain Yajur Gambhir

 PROJECT
OUTLINE

ORPHEUS HOTELS | Strategy War

 ABOUT THE HOSPITALITY INDUSTRY

Hospitality means the generous and friendly reception and entertainment of

guests, clients, visitors, or strangers. So, the hospitality industry is a large

category of fields within the service industry that includes majorly 5 sub-

sectors which are:

Lodging

Food and drink service

Events

Transportation

Tourism

These each sub-sectors include hotels, motels and resorts, restaurants and

bars, travel and tourism, and recreation related activities.

 MARKET OVERVIEW

Amid the COVID-19 crisis, the global market for Luxury Hotels estimated

at USD 174.9 Billion in the year 2020. The Luxury Hotel market is

projected to register CAGR more than 4% during the forecast period

2021-2026.

The Luxury Hotel market faced losses in 2020 due to the sudden fall in

tourism amid the COVID-19 pandemic. The tourism sector has already

felt the negative impact of the pandemic on its performance much

earlier. Globally, travel restrictions and measures have started as early

as January 2020. Domestic and international tourists limited their

travel for fear of contracting COVID-19.

ORPHEUS
H O T E L S
tagline
HEUS ORPH
E L S H O T
HEUS ORPH
E L S H O T
HEUS ORPH
E L S H O T
 ?
Why this segment
Disruption Innovation
2002/3

Sars
2008/9

GFC
 2019/21

COVID-19 ?
Empathy Imagination Conviction
What is?

?
What if? Why?
For evey solution there

should be a need.

Where there is a need,

there is a person.
 71 %
Are attracted at least

'quite a bit' by innovation

51 % 71 % 71 %
In-room tech Check-in/out F&B
4x More likely to purchase from the brand

6x Times more likely to protect that brand

in a challanging moment
 HOTEL FEATURES

CHANGING
SMART ROOMS GOING GREEN TECHNOLOGY HOTEL DESIGN
WORKFORCE
 TOP MANAGEMENT STRUCTURE

CEO - Vikrant Panchigar COO - Sakshi Daswani CMO - Rushi Mistry

CFO - Yajur Gambhir CTO - Mithil Raheja CEO - Vidhi Gupta

ETHICS IN EVERYDAY OPERATIONS
 DEPARTMENTS

Front Office Housekeeping Security Maintenance

Human Sales & Information Food &

Resources Marketing Technology Bevearge
Service
BLOCKCHAIN TECHNOLOGY
 OBJECTIVES

High Customer Achieve Maximum Optimize Food and

Satisfaction Hotel Profit Beverage Profit

Satisfied
Generate Maximum Boost Food and
Employees
Hotel Revenue Beverage Revenue
 MARKETING MIX

Product/Service Price Place Promotion

 MARKETING MIX

People Process Physical Evidence

SERVICE MARKETING TRIANGLE

Guests Employees/Staff
Interactive Marketing

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Orpheus
 Gap between consumer expectation
GAP 01
and management perception

GAP MODEL
Gap between management perception
GAP 02
and service quality specification

Gap between service quality

GAP 03
specification and service delivery

Gap between service delivery and

GAP 04
external communication

Gap between expected service and

GAP 05
experienced service
 5 DIMENSIONS OF

SERVICE QUALITY

1 2 3 4 5

Reliability Assurance Responsiv Empathy Tangibles

eness

Right Service Nurtured Help Personal Modern

Sincerity Safety Willing Attention Appealing
Interest Inform Respond Knowledge Neat & Tidy
Functioning Promise Prompt Understands Convenient
Honest Skills Inform Interest Clean
 BLUEPRINT

PHYSICAL Hotel Cart for Lobby Elevators Handling Bath Menus Wait Food Wait
EVIDENCE Exterior bags Waiting Hallways Placement TV Appearance Accurate

Parking Uniform Area Rooms in room Bed Bill

CUSTOMER Arrive at Give Bags Check-in Go to Receive Shower Call for Receive Eat Check-out

ACTIONS Hotel to Bellboy Bags Sleep Leave

Room Service Food

Line of interaction

ONSTAGE Greet and Process Deliver Deliver Process

CONTACT Take Bags Registration O R P HBags
EUS Food Check-out
PERSON
H O T E L S

Line of visibility

BACKSTAGE Take Bags Take Food

CONTACT to Room Order

PERSON
Line of internal interaction

Prepare
SUPPORT Registration Registration

PROCESSES System Food System

 IMPACT OF COVID 19

High degree of vacancy in the hotel due to less people flying to other

countries for tourism.

Reduction in the prices for accommodations due to low vacancy for

attracting people towards the hotel.

Maintaining high-degree of health and safety for everyone in the hotel.

Minimising the staff levels in the hotels for safety measures.

Stoppage of new reservations due to the restrictions and safety.

 FUTURE PLANS

ARTIFICIAL INTELLIGENCE
 RECOMMENDATIONS

OPERATIONS

FINANCE

TECHNOLOGY
 ORPHEUS
H O T E L S

@orpheus.hotels