This project highlights the customer preferences and perception in selection of a Hotel.

An attempt has been made to understand the various factors that affect the choice of a hotel by a corporate client. A sincere effort has been made to understand the services provided by various hotel brands and the Unique Selling Proposition of Hyatt Regency Mumbai and its direct competition hotels.

Hospitality Industry Mumbai

Customer Preferences and Perception in selection of a 5 Star Hotel

Iyer Santosh Krishnan

TABLE OF CONTENT Content a. Acknowledgement b. Completion Certificate c. Declaration d. Executive Summary e. List of tables CHAPTER 1 a. Industry Overview b. Company Overview c. Competition Overview d. Objective of the study e. Scope of the Project f. Limitations of the Project g. Organization Chart of S&M CHAPTER 2 a. Research Methodology CHAPTER 3 a. Data Analysis & Interpretation CHAPTER 4 a. Findings b. Recommendation & Suggestions Bibliography Annexure (Questionnaire) Page No. 02 03 04 05 06 07-08 09-20 21-36 37 37 37 38 37 39-51 52-56 57-58 58 59-60

ACKNOWLEDGEMENT I owe a great many thanks to a great many people who helped and supported me in doing this project. My deepest thanks to Lecturer, Ms. Anjali Taide, the Guide of the project for guiding and correcting various documents of mine with attention and care. She has taken pain to go through the project and make necessary correction as and when needed. I express my thanks to the Director of Pillais Institute of Management Studies & Research, for extending his support. My deep sense of gratitude to Mr. Atul Bajaj, Senior Catering Sales Manager, Hyatt Regency Mumbai for his support and guidance. Thanks and appreciation to the helpful people at The Hyatt Regency Mumbai, for their support. I would also thank my Institution and my faculty members without whom this project would have been a distant reality. I also extend my heartfelt thanks to my family and well-wishers.

Certificate

DECLARATION Hereby we declare that the project report entitled Customer Preferences and Perception in selection of a Five Star Hotel submitted for the degree of Master of Business Administration, is my original work and the project report has not formed the basis for the award of any diploma, degree, associate ship, fellowship or similar other titles. It has not been submitted to any other university or institution for the award of any degree or diploma. Place: Date:

EXECUTIVE SUMMARY The hospitality industry consists of broad category of fields within the service industry that includes lodging, restaurants, event planning, theme parks, transportation, cruise line, and additional fields within the tourism industry. The hospitality industry is a several billion dollar industry that mostly depends on the availability of leisure time and disposable income. A hospitality unit such as a restaurant, hotel, or even an amusement park consists of multiple groups such as facility maintenance, direct operations (servers, housekeepers, porters, kitchen workers, bartenders, etc.), management, marketing, and human resources. The hospitality industry covers a wide range of organizations offering food service and accommodation. The industry is divided into sectors according to the skill-sets required for the work involved. Sectors include accommodation, food and beverage, meeting and events, gaming, entertainment and recreation, tourism services, and visitor information. Indian hospitality industry has emerged as a hotspot destination for investment for the global hospitality companies in the last few years. Many leading global hotel chains aim to enter India in the near future and the ones that are already present in the country as of now are eager to expand. The companies are betting big on dearth of hotel rooms in the nation. Industry estimates say, in the next 3 years there will be about 40 international hotels operational in the country. These global chains plan on catering to all the classesthe upper scale, mid-scale, the economy and the budget. Some of the chains that are set to come to India are MGM Mirage Hospitality a US-based firm, Amari from Thailand, Fairmont Raffles Hotels, Golden Tulip Hotels, Movenpick Hotels and Resorts, Corinthia Hotel group from Europe, Carlson, Starwood, Choice, Marriott, Accor, Hyatt, Intercontinental and Hilton. It can be seen from the above data that the Indian Hospitality Industry is booming. The modern day customers are well aware about the Five Star Hotel standards and know what exactly to expect from a five star hotel brand. Since there is a lot of competition in Hospitality sector is has become very important for the Hospitality Companies to research on the Customer Preferences and Perception about Hotels. Hence this study was conducted to understand the customer preferences and perception while selecting a hotel either for a stay or for an event. The Corporate clients in Mumbai were asked to respond to a simple questionnaire which focused on capturing the customer preferences and perception in selection of a hotel.

LIST OF TABLES
Table No. 3.1 3.2 3.3 3.4 3.5 3.6 3.7 3.8 3.9 3.10 3.11 3.12 3.13 Title Annual Income Factors affecting the selection of a Hotel Hotels Visited Price Ambience Food Service Brand Preference Frills Offered Distance Influence of Promotional Offers Influence of Past Hotel Experience Best Hotel In Mumbai Page No. 39 40 41 42 43 44 45 46 47 48 49 50 51

INDIAN HOSPITALITY INDUSTRY

Industry Overview Hotel industry in India has been an important industry to the Indian Economy. It is one of the largest foreign exchange earners, to the country and also one of the largest employers, both directly and indirectly. The hotel industry in India can be divided into eight segments based on the norms set by the Ministry of Tourism. They are 5-Star Deluxe, 5-Star, 4-Star, 3-Star, 2-Star, 1-Star, Heritage and Unclassified. However, the 3-star, 2-star, 1star and unclassified hotels in India are spread across the length and breadth of the country and are highly fragmented in nature, whereas, the upscale, mid-market and heritage categories are highly organized. The upscale category hotels are primarily present in the metros and the tier 1 cities and are now targeting the tier 2 cities for expansion. The industry is characterized significantly by small unorganized players, labour-intensive operations, seasonality, cyclicality, highly capital intensive nature and highly sensitive to the external factors like economy, terrorism and political status. The demand for the hotel rooms is driven by the rise in the number of the domestic and well as the foreign tourists. The demand for the foreign tourists is driven by the level of growth in Global GDP, increased business activities of other nations with India, growing number of tourist destinations, rise in trade and sporting events, marketing efforts like Athithi Devo Bhava & Incredible India. Domestic tourist arrivals are the backbone of Indian Hotel Industry as the number of Domestic Tourists is more than 100 times as compared to Foreign Tourists. Domestic tourists are of 2 types, Leisure travelers and Business travelers. Growth in leisure travelers is driven by rising personal discretionary income, evolving lifestyle, and growing number of multi earner families, weekend vacation culture, and improvement in rail, air as well as road connectivity, diverse topography and rich cultural heritage. Drivers of domestic business traveling are rise in trade and commerce, increasing geographical spread of companies, growing MICE culture. In the upscale category, global majors in the hospitality industry like IBIS, Westin, Novotel, Ista, Aloft, Dusit D2, Sofitel, and Shangri la are planning to enter India or expand their existing operations. Players like Lemon Tree, Ginger have identified that there is dearth of quality rooms in the mid-market segment. Entry of organized players is expected to improve the quality of offerings and bridge the wide gap between mid-market and upscale category.

CARE Research has identified nine major cities for study of Hotel Industry in India. These cities represent a healthy mix of business and leisure destinations with varied topography and culture. These nine locations are expected to see a surge in room inventory in the upscale category. Kolkata and Pune are expected to witness highest growth in the room inventory. Overall, CARE Research expects about 20,000 rooms to be added in the upscale category in the nine cities covered over the next five years and expects marginal rise in Average Room Rates and Occupancy levels in the next two to three years. Hotels in Mumbai Palms Hotel Sun-n-Sand Hotel Novotel Mumbai Juhu Beach The Orchid ITC Grand Central Ramada Plaza Palm Grove The Leela Kempinski Hotel Sea Princess Hotel Marine Plaza The Resort The Retreat Intercontinental Marine Drive Intercontinental The Lalit Courtyard Mumbai International Airport Hotel Fortune Select Exotica Four Seasons Hotel Grand Hyatt Grand Sarovar Premiere Hyatt Regency ITC Maratha JW Marriott Hotel Hilton Mumbai International Airport Hotel Ramada Powai Renaissance Mumbai Hotel & Convention Centre Sahara Star Taj Lands End Taj President Hotel The Gordon House Suites The Oberoi The Park Navi Mumbai Taj Mahal Palace & Towers Trident Bandra Kurla Trident Nariman Point 9

COMPANY HISTORY Hyatt was founded by Jay Pritzker in 1957 when he purchased the Hyatt House motel adjacent to the Los Angeles International Airport. Over the following decade, Jay Pritzker and his brother Donald Pritzker, working together with other Pritzker family business interests, grew the company into a North American management and hotel ownership company, which became a public company in 1962. In 1968, Hyatt International was formed and subsequently became a separate public company. Hyatt Corporation and Hyatt International Corporation were taken private by the Pritzker family business interests in 1979 and 1982, respectively. On December 31, 2004, substantially all of the hospitality assets owned by Pritzker family business interests, including Hyatt Corporation and Hyatt International Corporation, were consolidated under a single entity, now named Hyatt Hotels Corporation. ABOUT HYATT Hyatt is a global hospitality company with widely recognized, industry leading brands and a tradition of innovation developed over our more than fifty-year history. Hyatts mission is to provide authentic hospitality by making a difference in the lives of the people they touch every day. They focus on this mission in pursuit of their goal of becoming the most preferred brand in each segment that they serve for their associates, guests, and owners. Hyatt supports the mission and goal by adhering to a set of core values that characterizes the culture. They manage, franchise, own and develop Hyatt branded hotels, resorts and residential and vacation ownership properties around the world. As of March 31, 2011, the Company's worldwide portfolio consisted of 451 properties. Corporate Responsibility Hyatt Thrive, the corporate responsibility platform, harnesses the power of more than 85,000 associates at over 450 properties around the world to help the global community of colleagues, guests and neighbors do one thing: THRIVE. The framework is designed to help make the communities places where the associates are proud to work, where the guests want to visit, and where the neighbors want to live. And its a natural extension of the companys mission to provide authentic hospitality by making a difference in the lives of the people they touch every day. The initiative is fueled by the dedication and innovation of the associates; and it focuses on four areas which they believe are most crucial to a thriving community:

Environmental Sustainability: Taking focused aggressive steps to reduce resource consumption, waste and emissions and protecting the natural environment in the local communities. Economic Development & Investment: Investing in the communities to stimulate local economic development and growth. 10

Education & Personal Advancement: Providing opportunities for the associates and neighbors to develop their talents and skills, achieving their greatest potential. Health & Wellness: Driving programs that enhance the health and wellness of the associates, neighbors and guests.

Within this global framework, the efforts are organized under Hyatt Earth and Hyatt Community, which guide the hotels local programs in environmental sustainability and community engagement, respectively. Thrive at Hyatt Hyatt associates around the world are strong, vibrant and engaged members of their communities. Hyatt Thrive brings together the companys resources and associates passion and talent to make a meaningful impact in the many places around the world that they call home. Within this global framework, there are numerous programs to help the associates THRIVE at Hyatt. Green Teams are in Hyatt hotels and offices around the world and support Hyatts global sustainability program, Hyatt Earth. The Team consists of volunteers from various departments that work together to improve the hotels operations in a way that conserves the environment. Green Team members are also the driving force behind raising environmental awareness among our colleagues, guests and neighbors. Beyond Green Teams, each associate is encouraged to incorporate sustainability into their everyday work routine through My Green Touches, a company-wide program that highlights simple, job-specific actions to help us reduce energy, water, waste, and pollution on a daily basis. Hyatt Community Partners, the year-round volunteer program, empowers the associates to use their energy and passion to make an impact in their own backyards. From volunteering in local schools to cleaning up local parks, the associates are making a real impact in their communities throughout the year. To strengthen the global impact, Hyatt associates also participate in the annual Global Volunteer Initiative. Once a year, Hyatt challenges their associates around the world to make a coordinated effort to volunteer in their local communities. With more than 85,000 colleagues spread across the globe, the combined time and resources during this initiative makes a real difference in the communities, both locally and globally. In addition to volunteering their time, the hotels and associates make donations to local nonprofit organizations when possible, including cash donations and in-kind contributions such as linens, toiletries, office supplies and room stays. The hotels and associates also have an opportunity to participate in Hyatt Community Grants, a philanthropic program in which they can nominate local nonprofit organizations for grant awards.

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Through Team Stay Fit @ Hyatt, teams of the associates train and participate in charity race events such as marathons, bike rides, and walks around the globe. This unique program ties fundraising for local causes with the associate health and wellness initiatives. Committed to Our Communities Hyatt is committed to making a positive and lasting impact in every community in which they operate. They do this by demonstrating a strong commitment to preserving the natural environment through Hyatt Earth, by giving back to the local community through Hyatt Community, and with the volunteer services of the associates through Hyatt's Family of Responsible and Caring Employees (F.O.R.C.E.). HYATT BRANDS PARK HYATT Park Hyatt provides an unparalleled experience of elegant, contemporary luxury. Distinguished guests of Park Hyatt receive highly attentive personal service in an intimate and refined environment. Located in many of the worlds premier cities and select resort destinations, each Park Hyatt is custom designed to combine understated sophistication with distinctive regional character. From the exquisitely appointed guestrooms to the critically acclaimed art program to the signature restaurants featuring award-winning chefs, every detail of the stay experience is thoughtfully and impeccably executed. Park Hyatt hotels serve discerning, affluent individual business and leisure guests and are gracious settings for social events and small group meetings. ANDAZ Andaz represents a refreshing take on the boutique-style hotel. The atmosphere is vibrant yet relaxed. Each hotel reflects the unique cultural scene and spirit of the surrounding neighborhood. In addition to friendly and uncomplicated service, signature Andaz elements include a personalized arrival experience, complimentary amenities in every room, the Andaz Studio an informal meeting space designed to inspire and engage and a bar/restaurant that attracts local residents as well as visiting guests. Andaz hotels and services have been created to reflect the personal preferences of todays individual business and leisure traveler. Andaz also serves small creative meetings and other types of gatherings that call for a casual and stylish setting. GRAND HYATT Grand Hyatt features spectacular, distinctive hotels in major gateway cities and resort locales located in the heart of the cities and destinations they serve. With presence around the world and critical mass in Asia, Grand Hyatt hotels are places to enjoy, socialize and entertain. Signature elements of Grand Hyatt include dramatic and energetic lobby environments, innovative dining options, state of the art technology, spa and fitness centers and comprehensive 12

business and meeting facilities. Grand Hyatts customers are experienced individual business and leisure travelers. The hotels also cater to conferences, corporate meetings and social gatherings of all sizes. HYATT REGENCY Hyatt Regency encompasses the full spectrum of hotel types, with individual properties offering a full range of services and dining options tailored to serve the needs of conventions, business travelers or resort vacationers. Hyatt Regency enables all guests whether they are traveling to work, unwind or gather in celebration to feel productive and revitalized. Properties range in size from 200 to over 2000 rooms and are conveniently located in urban, suburban, airport, convention and resort destinations around the world. Hyatt Regencys convention hotels feature abundant meeting and conference facilities proportionate to the number of bedrooms or to market demand. Convention hotel guests are often part of a small to very large group, meeting or conference. Business hotel guests are primarily individual business travelers. Resort hotels cater to couples seeking a getaway, families enjoying vacation together and corporate groups seeking a relaxed atmosphere in which to conduct business and meetings.

HYATT PLACE Hyatt Place offers guests a fresh, purposeful and friendly stay experience with a selected range of services. Designed for the 24/7 lifestyle of todays multi-tasking business traveler, Hyatt Place features casual hospitality in a well-designed, technology-enabled, contemporary environment. Property sizes range from 125 to 200 rooms and are located in urban, airport and suburban areas. Signature features of Hyatt Place include The Gallery, which offers a coffee and wine bar, and a 24/7 Guest Kitchen where travelers can find freshly prepared snacks and entrees, as well as daily complimentary continental breakfast. Hyatt Place guests are both individual business travelers as well as families spending time together on weekends. Hyatt Place properties are also well suited to serve small corporate/executive meetings.

HYATT SUMMERFIELD SUITES Hyatt Summerfield Suites is an extended-stay brand that offers individual travelers a warm and comfortable welcome. The 125-to 200-room, all-suite properties provide the feel of a modern condominium where guests can maintain their business activities, prepare their own meals, relax and socialize in a residential setting. Guests enjoy complimentary daily full breakfast and an Evening Social on weekday evenings. Hyatt Summerfield Suites are located in urban, airport and suburban locations and serve the individual transient or extended stay guest. It is ideal for corporate clients seeking to place their employees on extended assignment. Hyatt Summerfield Suites is also a good choice for small corporate/executive meetings. 13

HYATT RESORTS Hyatt Resorts is a collection of properties within the Park Hyatt, Grand Hyatt and Hyatt Regency sub-brands. Each resort brings the sub-brand to life in the more personal context of a vacation environment with relaxed, comfortable spaces reflective of the indigenous culture. Hotels are deliberately designed to accommodate both individual and family vacations, while delivering a stimulating setting that enhances the success of corporate meetings. HYATT VACATION CLUB Hyatt Vacation Club provides members with vacation ownership opportunities in regionally inspired and designed residential-style properties with the quality of the Hyatt brand. Members have the flexibility of usage, exchange and rental. Hyatt Vacation Club members can choose to occupy their home resort, exchange their time among 15 Hyatt Vacation and Residence Clubs, trade their week for Gold Passport points and travel within the Hyatt system, or exchange their time at properties within Interval International, a third party exchange company with over 2,200 resorts worldwide. AWARDS 2010 Hyatt Hotels Corporation

Ranked #8 in Diversity Elite 2010: Best Companies, Best Practices Hispanic Business Magazine

Hyatt Hotels & Resorts

Best Hotel Chain in Asia - DestinAsian Readers' Choice Awards 2010 Best International Hotel Management Group of China - 2010 China Hotel Starlight Awards Top 100 IDEAL Employer for Undergraduate and MBA Students - Universum USA Gold Honor, Best Hotel Chain 2010 Leading Edge Award Executive Travel Magazine Gold Honor, Best Hotel for Meetings 2010 Leading Edge Award Executive Travel Magazine Silver Honor, Best Hotel for Meetings 2010 Leading Edge Award Executive Travel Magazine Winner, "Meetings and Conventions Innovation" (Hyatt Meeting Promise) 2010 Business Traveler Innovation Awards The National Business Travel Association (NBTA) and The Wall Street Journal

Park Hyatt

Healthy Living at Park Hyatt - "Best Breakfast" category - Wallpaper* Design Awards 2010 14

Top Hotel Brands 13th Annual Business Travel Awards Travel + Leisure

Grand Hyatt

Top Hotel Brands 13th Annual Business Travel Awards Travel + Leisure

Gold Passport

Ranked #1, Asia's Best Hotel Loyalty Programmes - Asia Money Magazine Travel Poll 2010 Silver Honor, Best Frequent-Guest Program 2010 Leading Edge Award Executive Travel Magazine COLLOQUY Loyalty Award, Travel/Hospitality category -- COLLOQUY Magazine

Hyatt Vacation Club

Gold Honor, Best Destination/Fractional Home Ownership/Timeshare 2010 Leading Edge Award Executive Travel Magazine

Hyatt Regency Mumbai

Sahar Airport Road, Mumbai, India 400 099 15

Tel: +91 22 6696 1234 Fax: +91 22 6696 1235 Email: mumbai.regency@hyatt.com Hotel Overview Hyatt Regency Mumbai is a luxury 5 star hotel located on Sahar Airport Road in Mumbai (Bombay), India. Hyatt Regency Mumbai is the city's premier gateway hotel. The hotel is adjacent to Mumbai's international airport and minutes from the domestic terminals. The hotel is also close to Santacruz domestic airport. Hyatt Regency Mumbai is the preferred hotel for business travellers visiting the city of Mumbai. The hotel is also host to Club Prana Spa. Location Hyatt Regency Mumbai is the citys premier gateway hotel. Located adjacent to Mumbais international airport and 15 minutes from the domestic terminals, the hotel is in close proximity to the business, shopping and commercial center of North Mumbai. Rooms at Hyatt Regency Mumbai Total Inventory of Rooms - 390 Room Category Hyatt Guest Room Regency Club Room Regency Club Deluxe Regency Junior Suite Regency Executive Suite Presidential Suite Amenities in rooms Separate sitting area Hairdryer Coffee maker Crib upon request Wi-fi enabled high-speed Internet Morning newspaper Additional windows in bedroom Spa tub Minibar Cable/satellite TV channels DVD player In-room safe Voicemail Bathroom scale Morning newspaper/magazine 16 No. of Rooms 264 97 21 9 9 1 INR (30th June, 2011) 9,500 12,500 14,000 16,500 19,500

Massage chair Fruit/dried fruit Separate work area 24-hour room service Analog phone line Dual line phones Maximum guests per room: 3 Speakerphone Robes Iron/ironing board 24-hour concierge Data port Individual air conditioning control Bottled water Alarm clock Yoga mat Plasma TV Whirlpool

Guest Services Services & Facilities 24-hour in-room dining 24-hour Concierge service Major credit cards accepted Assistant Manager on duty 24 hours Babysitting service 24-hour Business Centre Conference and meeting centre Club Prana Technology Concierge service Sightseeing tours Chauffeured car hire 24-hour laundry and valet services Doctor on call Currency exchange

Dining & Entertainment Restaurants The hotel offers authentic and innovative cuisine in Hyatt Regency Mumbai's two unique restaurants - STAX and Glasshouse, where the hotel's commitment to fresh produce and frequently changing seasonal menus provides a dining experience second-to-none. 17

STAX

Fresh homemade pastas to delectable seafood specialities and popular country cuisine to enticing vegetarian selections. The original and robust flavours of each dish is paired with a perfect wine selected from a discerning collection of Italian wines. Hours: Dinner: 7:00 pm to 11:30 pm Glasshouse

Glasshouse, the hotel's all-day dining restaurant, features international specialities and authentic Indian kebabs and curries prepared in an interactive show kitchen. Open 24 hours, the restaurant has both an a la carte selection as well as a sumptuous buffet for breakfast, lunch and dinner. Sunday Specials Glasshouse Glasshouse invites its patrons to indulge in the worlds finest cuisine with the Sunday Special Lunch Buffet. Guests can experience an assortment of scrumptious and authentic delights thats on every food enthusiasts list! Hours: Breakfast: Weekdays - 7:00 am to 10:00 am Saturday, Sunday and public holidays - 7:00 am to 10:30 am Lunch: 12:00 noon to 3:00 pm Dinner: 7:00 pm to 11:30 pm

Lounges & Bars The Bar

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The Bar features a wide variety of whiskey and single malts making it the perfect setting for a relaxed evening in a warm, inviting ambience. Hours: 5:00 pm onwards The Lounge

The Lounge is a convenient and comfortable meeting venue known for its speciality beverages, afternoon tea selection and all-day desserts. Hours: Open 24 hours Recreational Facilities at the Hyatt Regency Mumbai Club Prana Spa and Fitness Centre spread over 10,000 square feet State-of-the-art Fitness Centre Steam room, sauna, whirlpool, chill pools and fun showers Five luxurious spa treatment rooms Wide range of body and beauty treatments Relaxation lounge Outdoor free-form swimming pool Flood-lit tennis court

Meeting & Events at the Hyatt Regency Mumbai Room Name Regency Ballroom Emerald Topaz Boardroom Jade Opal Pearl Area sq.ft 6712 Sq.ft 1218 Sq.ft 610 Sq.ft 495 Sq.ft 391 Sq.ft 782 Sq.ft 476 Sq.ft

Special Offers Its even better when it is on us Enjoy a Welcome Credit when you stay at a participating Hyatt now through December 30, 2011. Simply request offer code WELCRE when you book your reservation and stay a minimum of three nights.

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Then discover how the Welcome Credit can be used for anything from drinks at the bar to inroom dining and movies to parking. Itll make your stay with us more romantic, more fun, more relaxing or more whatever youre in the mood for. After all, no matter what you do on your getaway, its even better when its on us. Receive a 3,000 INR Welcome Credit with a 3-night stay Receive a 4,000 INR Welcome Credit with a 4-night stay Hyatt Business Plan Business travel has never been more productive. Book the Hyatt Business Plan package and receive daily breakfast, Internet access, daily refreshed water, daily newspaper and one piece of laundry pressed or washed per room per day. Explore The world is waiting for you. Experience local life and all of its ingredients during your stay at Hyatt Regency Mumbai. With the Explore Package, you'll enjoy: Full Breakfast City tour of the Gate way of India or Chor bazaar in chauffeured driven luxury 4:00pm Late Checkout Balance Focus on yourself today. Your everyday can wait during your stay at Hyatt Regency Mumbai. Bring balance back to your life and enjoy your favourite activities. With the Balance Package, you'll enjoy: Full Breakfast A 60 minutes aroma therapy with steam, sauna, Jacuzzi or a meal up to Rs. 2600 in any of our restaurants Late Checkout Until 4:00pm Awaken Rise refreshed. Ease into your day at Hyatt Regency Mumbai. There is no need to rush. Enjoy a freshly prepared breakfast just for you, when you're ready to make a move. With the Awaken Package, you'll enjoy: Full Breakfast 4:00pm Late Checkout Amour Take the time to reconnect. Enjoy time for just the two of you during your stay at Hyatt Regency Mumbai. You only need each other - we'll provide an unforgettable setting and all the romantic touches. With the Amour Package, you'll enjoy: Full Breakfast 20

Bottle of Wine 4:00pm Late Checkout

HYATT GOLD PASSPORT The Hyatt Gold Passport guest loyalty program is part of Hyatts ongoing commitment to making the guests feel more than welcome every time they stay. Members can enjoy exclusive benefits, such as earning five points per eligible dollar spent to redeem toward free nights with no blackout dates, room upgrades and airline miles. There are two elite tiers providing members with even more privileges. This unique guest loyalty program is designed to demonstrate our loyalty to all our members worldwide. Signature Features Free Nights with No Blackout Dates Late Checkout Elite Members: Point Bonuses Guaranteed Bed Type Best Room Available Upgrades Complimentary Internet Access Expedited Check-In 48/72-Hour Guaranteed Availability Unique Selling Points of the Hyatt Regency Mumbai Conventionally located just a km away from the international airport and 5 km from the domestic airport. Largest category of base category rooms. 21 elegantly appointed Club Deluxe rooms with additional services for the Executive traveler. Refurbished and technologically enhanced rooms. Meeting Express service and convention specialists available on site to enhance every gathering. More than 1000 sq.mt of space is dedicated to the hotel's banquet and conference offerings with 620 sq.mt pillar less Regency Ballroom with landscaped garden. Houses over 10,000 sq.ft of idyllic wellness facilities at Club Prana and Fitness Centre. Recreational activities such as tennis and squash court. Award winning restaurant - STAX the Italian restaurant. Approved for safety and security facilities by consulates and airlines.

The Leela
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Sahar Airport Road Mumbai, India 400059 Tel: +91 22 66911234 Fax: +91 22 66911212 Email: reservations.mumbai@theleela.com Hotel Overview Within the bustling heart of Indias commercial and entertainment mecca lays one of the finest luxury hotels in Mumbai. Nestled within the tranquillity of 11 acres of lush landscaped gardens and cascading waterfalls, The Leela Kempinski Mumbai is a shimmering beacon amongst Mumbai hotels. Only five minutes away from Chatrapati Shivaji International Airport and 15 minutes from Mumbais domestic airport, the Leela Kempinski Mumbai is well equipped with world class facilities and warm, friendly service providing the ideal gateway from which to explore northern Mumbais commercial hub. Rooms at The Leela Mumbai Total Inventory of Rooms - 390 Room Category Premiere Hotel Rooms Royal Club Rooms Royal Club Parlour Rooms Executive Suites Deluxe Suites Junior Presidential Suite Maharaja Suite The Royal Club at The Leela Mumbai Built to showcase the vision of a hotel within a hotel, The Royal Club at The Leela Palaces, Hotels and Resorts is actually the embodiment of a hotel-in-a-hotel. And The Leela Kempinski Mumbai is no exception to that rule. At The Leela Kempinski Mumbai, they take great pride in making the discerning guests feel at home. Refreshed and refurbished a few years ago, The Royal Club has been exquisitely designed to attend to the aesthetic needs as well as functional requirements. Platform beds, custom-designed Leela mattresses and new bedding are standard in every room. While the duvets, curtains and throw pillows are made in soothing colours of taupe, cream, golden brown and beige. From exquisite living on an exclusive floor to bespoke services awaiting you before you can even ask, The Club at The Leela Kempinski Mumbai is where you truly belong. Amenities in rooms Electronic Safe 22 No. of Rooms 304 45 13 20 04 03 01 INR (30th June, 2011) 11,500 14,500 18,500 17,000 19,500 50,000 150,000

Two 2 Line telephone Phone in all the bathrooms 100 channel cable TV Fully stacked Mini bar High Speed Internet access 24 hr In-room-dining Laundry & Dry cleaning Private Butler service at The Royal Club Concierge Service Wake-up call service Exclusive check in/ check out at the Royal Club Private lounge Boardrooms & Meeting rooms 24 hr Business Centre Guest Services A contemporary Mumbai hotel with traditional influences, The Leela Kempinksi Mumbai offers guests a comprehensive range of business and leisure services to ensure their stay is relaxing and hassle free. 24 hour Services Business Centre Concierge Services Doctor on call Duty Manager In-Room Dining Laundry and Pressing

Other Services 4 Restaurants, a Lounge and a Bar Art Gallery Baby Sitting Service Beauty Salon Boardrooms and Meeting rooms Broadband and Wi-Fi internet access (chargeable) Car and Limousine Hire Service Concierge Courier Service Daily Shuttle to South Mumbai Express Laundry Service Florist Foreign Currency Exchange 23

Gymnasium In-Room electronic laptop compatible safes International Satellite television channels Night Club Outdoor Parking available Outdoor Swimming pool Power adapters upon request Private Bar ( Mini bar) Shopping Arcade The Spa Gymnasium Swimming Pool

Dining & Entertainment Citrus - 24 hr Multi Cuisine Restaurant Jamawar - Indian Cuisine The Great Wall Chinese Stella - Italian Cuisine Lobby Lounge 6 Degrees - The Bar

Meeting & Events at The Leela Mumbai Room Name The Grand Ballroom Diya Nidhi Maya Kamal Nithya Tara Roshni Terrace Garden Area sq.ft 11742 sq.ft 630 sq.ft 630 sq.ft 630 sq.ft 920 sq.ft 920 sq.ft 200 sq.ft 300 sq.ft 4332 sq.ft

Special Offers Sojourn In India Enjoy Sojourn India Package at The Leela Kempinksi Mumbai, benefits like Early Check-in Late Check- out, Complimentary Buffet Breakfast adds to your luxurious stay at The Leela Kempinski Mumbai. 24

Royal Club Spring Pamper yourself with royal services offered by Royal Club at the The Leela Kempinski Mumbai. Located on the 7th and 8th floors, is an embodiment of a hotel-in-a-hotel where the discerning travelers can feel at home. It isnt for just anyone, it is the privilege of select few where privacy is sacred. Stay more save more in India Enjoy the Stay more save more in India at The Leela Kempinski Mumbai with your family and dear ones or for business meet in the comfort of luxury. Long Stay Offer Flourish this season of love with the loved ones and make it a memorable one with the long stay special offer of The Leela Kempinski Mumbai. The Leela Kempinski Mumbai offers the business facilities and opulent comforts of state-of-theart technology with tasteful decor to create a haven of tranquility amidst the hustle bustle of the Business centre. Experience the true essence of luxury and comfort of a long stay at The Leela Kempinski Mumbai to revel unparalleled experience of the legendary hospitality. Weekend Package Enjoy your weekend in true Leela style with the Weekend offer at The Leela Kempinski Mumbai. Relax on the weekend and explore this haven of peace and tranquility at unbelievable prices. Now whether you sip the specialty cocktails at the poolside or have a sumptuous complimentary breakfast at the contemporary all day casual dining restaurant, Citrus the choice is yours. Whatever you do, just make sure you completely loose yourself in the luxury and comfort. Early Bird Offer Enjoy the early bird offer at The Leela Kempinski Mumbai with your family and dear ones or for business meet in the comfort of luxury. The Leela Kempinski Mumbai provides the discerning travelers with memorable and relaxed stays in an ambience that embraces the Essence of India. The Leela Loyalty Programmes Connoisseur Club Mumbai Membership of the Connoisseur Club entitles the cardholder to the following benefits at any restaurants of The Leela Kempinski Mumbai. Discounts on Food 1. 50% reduction when 2 persons dine. 2. 33% reduction when 3 persons dine. 3. 25% reduction when 4 persons dine. 25

4. 20% reduction when 5 & above persons dine. 5. 20% reduction while dining alone. Other Discounts and Benefits 1. 15% on Beverages 2. 15% on Beauty Parlour and Barber's shop 3. 20% on room service orders (private dining) 4. 20% on snacks at Six Degrees Bar Silver Level Membership One Complimentary Room night. One complimentary Buffet for two at Citrus. Three celebration certificates for Rs.500 each to be redeemed against beverages. One Certificate offering Complimentary desserts for guests on table. Maximum four desserts. One Birthday cake while minimum two people dining. A Bottle of House Wine for celebrations while dining at any of the restaurants. Two certificates to gift to a friend. Certificates entitle the bearer to avail conventional dining discounts on food of 50% for two persons, 33% for three, 25% for four and 20% for five or more people.

Gold Level Members One Complimentary night stay in a standard room anytime. Two Certificates offering flat 30% discount on food while minimum 6 and maximum 10 people on a table.

Unique Selling Points of The Leela Mumbai Long drive way and larger land area enabling them to pass security criteria for many corporates. Ballroom can be divided into 5 parts. 6 Restaurants Stella , Great Wall of China, Citris , 6 Degrees, Jamavar, The Lobby Lounge and a Night Club Bling. Own fleet of cars enable the hotel to provide complimentary airport transfers, including transfers in the room rate. Internet speed of 10 MBPS

ITC Maratha
Sahar Airport Road Mumbai, India 400099 26

Tel: +91 22 28303030 Fax: +91 22 28303131 Email: reservations.itcmaratha@itchotels.in Hotel Overview Enclosing its own Royal Garden of lush trees and quiet nooks, ITC Maratha is imbued with the elegance of North Mumbais rich history. This oasis, tucked amid the citys vibrant mercantile trade and business centre, is a tree-ringed escape. A short mile from Mumbais vibrant mercantile trade, ITC Maratha much to discover within: A 6,500 square foot Wellness Centre that combines ancient Indian and modern Western techniques into rejuvenating experiences, butlers at the ready, and a portfolio of five awardwinning restaurants. This includes Dum Pukht, which continues the royal dining traditions of the Nawab of Awadh. ITC One, a special wing, redefines the concept of space for the corporate leaders, who need to relax and rejuvenate in their very own private residence, with state-of-the-art in-room facilities, exclusive lounge, and a personal butler. The Towers, is a hotel within a hotel concept for the global business traveller, with its own Club, Library Bar and private board rooms for exclusive use of the Towers guest. For the business traveller on the move, Executive Club offers well appointed smart rooms, with latest communication facilities, fully equipped business centre and access to the Residents Lounge. Further, a specially designed Eva Wing provides personalised accommodation for the single lady traveller. Providing personalized service from dawn to dusk, the hotel staff is ready to create a memorable experience. Should a more exclusive level of service be needed, the butlers will cater to your every need from the moment you step through the door until it is time for you to depart. The light and spacious surroundings of the Spa Kaya Kalp promises to provide a one-of-a-kind experience. Rooms at the ITC Maratha Mumbai Total Inventory of Rooms - 386 Room Category No. of Rooms Executive Club 249 The Towers 77 ITC One 33 Suites 23 Amenities in rooms Dual line phones with data port and voice mail. In-room fax. Hi-speed internet access. Well appointed work desk. 27

INR (30th June, 2011) 10,500 12,500 14,500 2,00,000 (Presidential Suite)

Four fixture marble bathrooms with separate shower cubicles. In-room check-in. Complimentary club hours & high tea. Complimentary American breakfast. 24-hour Butler service for Tower rooms. Use of the exclusive Lounge facility with its own library, bar, restaurant, tea/coffee service. Complimentary use of Meeting rooms (for 4 hrs subject to availability). Choice of in-room breakfast service or buffet breakfast. Massage chair, personal music system, plasma TV with DVD player. Complimentary four pieces of laundry/ironing of garments per stay.

Dining & Entertainment The Peshwa Pavilion - 24-hour atrium restaurant Peshawri - Indian North-West Frontier Dum Pukht - culinary tradition of Dum cooking Bombay High - The Bar West View - international grill room Dakshin - South Indian Speciality Pan Asian Catherines - Tea Lounge Area sq.ft 2486 sq.ft 2486 sq.ft 2486 sq.ft 1.5 acre

Meeting & Events at the ITC Maratha Mumbai Room Name Ballroom 1 Ballroom 2 Ballroom 3 Lawn 4 Conference Rooms

Special Offers Internet Rates only Best rates available over the internet. Book Now And Save - Fully Prepaid, Cancel Rules Apply. Early Bird Offer Book well in advance & save... Extended Stay Enjoy an extended stay with us. Specials Fabulous offers available at our Hotels. Sheraton Sneak Away Sneak away to a Sheraton near you. 28

Luxury Romance Steal Moments of Luxury with your loved one. ITC Loyalty Programmes WELCOM Award WelcomAward has earned the distinction of being India's premier and most powerful frequent guest programme. The WelcomAward programme recognises your needs as a business traveller and through its strategic alliances with travel partners, endeavours to build a rewarding relationship with you. As a WelcomAward member you earn 'Stars' on every aspect of your business trip. WELCOM Link Welcomlink, Indias most popular lifestyle rewards programme, designed exclusively to recognize and reward the business partners who channelise bookings into ITC Hotels. As a WelcomLink Member, you can earn points for every materialised room night you book at participating hotels. These points can be redeemed for an array of exciting rewards from luxury getaways & fine dining to travel privileges, home furnishings, lifestyle apparel and much more , your choice is limitless....... So go ahead, enjoy the privileges of membership and bring home the rewards! Culinary Plus One of the rewards of this membership is the pleasure of dining at ITC Hotels, a journey that encompasses a wide choice of cuisine from across the globe. As a member you enjoy attractive savings when you dine & entertain with the Culinary Plus Card. These include: 20% off when you dine alone or in a group of five and more 20% discount on alcoholic beverages 20% discount at The Gourmet Shop When travelling, the Culinary Plus Card is an invaluable asset because it offers you and your guests a special discount of 20% on the published room tariff at participating ITC Hotels. Unique Selling Points of the ITC Maratha Mumbai Exclusive ladies wing. Exclusive Butler services for tower rooms. 22000 sq. ft. garden (lawn area) for banqueting. Number of Restaurants.

Hilton Mumbai International Airport Hotel

Sahar Airport Road Mumbai, India 400099 Tel: +91 22 28380000 Fax: +91 22 28380101 29

Hotel Overview Set in the commercial city center of Mumbai, the sophisticated Hilton Mumbai International Airport hotel is just 5 minutes from the Chattrapathi Shivaji International Airport and only 15 minutes from the domestic airport and a large variety of shopping, entertainment and business centers. With beautiful dcor inspired by an elegant Summer Palace, this Mumbai hotel reflects an historic colonial era while including the convenience of the very latest in amenities. With polished wooden floors and decorated in warm hues, all of our elegant Guest Rooms are reminiscent of those of a stately home and include a plasma TV and wireless internet access. Upgrade to an Executive Room or Suite to enjoy Executive Lounge access with complimentary breakfast. Hold a meeting at this modern Mumbai airport hotel, where you can choose from 9 flexible meeting spaces and take advantage of our business center, which includes wireless internet access, secretarial services and discreet, modern offices. Savor authentic Indian and Chinese cuisines in this Hilton Mumbai hotel's two restaurants and bar, relax by the outdoor swimming pool, fringed by landscaped gardens and energize in the complimentary 24-hour Fitness Center before pampering yourself in the Spa. Rooms at The Hilton Mumbai Total Inventory of Rooms - 171 Room Category Hilton Guest Rooms Hilton Deluxe Hilton Executive Hilton Executive Plus Junior Suite Presidential Suite Amenities in rooms 250 Thread Count Sheets Alarm Radio Bath Slippers Bathrobe Bidet Black-Out Curtains Bolster Pillow Clock Radio w/ MP3 Connection Complimentary HBO(R) Complimentary Pillow Menu Connecting Rooms 30 No. of Rooms 60 23 40 21 05 01 INR (30th June, 2011) 8,500 10,500 12,500 14,500 16,500

Ergonomic Desk Chair Feather Pillows Non Allergenic In-Room Movie Channel LCD Flat Panel TV Lever Door Handles Night Lights Non-Smoking Thermostat (adjustable) 24 Hour Housekeeping Bathroom Amenities High Speed Internet Access Iron/Ironing Board Mini Bar Newspaper 7 days/week Rollaways Tea/Coffee Making Facilities Telephone-with Speaker phone Automatic Door Closer Double Locking Doors Emergency Call Button on Phone Safe

Guest Services For your business convenience Audio/Visual Equipment Rental Business Center Express Mail Fax Modem Photo Copying Service Printer Secretarial Service Video Conferencing Available

For your family's comfort and convenience Babysitting Service Children's Menu Children's Video Rental Cribs Family Package Offered 31

High chairs

For your comfort and convenience Airline Desk Baggage Storage Bar Area Barber Shop Beauty Salon Car Rental Desk Elevators Florist Foreign Currency Exchange Gift Shop Laundry/Valet Service Local Area Transportation Lounge Luggage Hold Multi-Lingual Staff On-Site Convenience Store Room Service Safety Deposit Box Shoe Shine Stand Snack Shop Tour Desk

For your fitness and recreation convenience Fitness Room Pool Sight Seeing Tours

Dining & Entertainment Lounge Bar and Cigar Divan Flames Restaurant & Bar Garden Bar Crystal Lounge The Brasserie Imperial China Meeting & Events at The Hilton Mumbai Room Name Area sq.ft 32

Chancellor 1 Chancellor 2 Chancellor Suite Countess Victoria Viscount Special Offers

1025 Sq.ft 1394 Sq.ft 2460 Sq.ft 357 Sq.ft 2080 Sq.ft 420 Sq.ft

Grand Nights with Hilton HHonors With the Grand Nights offer, it won't be long before your points add up to an unforgettable experience with the ones you love. Book a stay at one of our hotels or any of the ten distinct hotel brands in the Hilton Worldwide portfolio before June 30, 2011, and earn 1,000 extra Hilton HHonors points for each night. Advance Purchase Rates Plan ahead and save. Include Hilton in your holiday plans and you can save up to 20% off our Best Available Rate* by booking with us in advance. With properties in some of the world's most desirable destinations, you can be sure to explore and see all the sights. Book Now and Save 25% during The Great Getaway Save 25% off Bed & Breakfast when you book by August 22. Pack your bags and start your next adventure. Book The Great Getaway. Simply stay by September 5 to save at Hilton Hotels & Resorts, or stay at any participating hotel in the Hilton Worldwide portfolio and you can save up to 40%. Hilton Loyalty Programmes HHONORS HILTON WORLDWIDE Only with Hilton HHonors can you earn both Points & Miles for stays at 3,600 hotels worldwide and airline miles with over 50 airline partners. And they offer several unique ways to pile on the points earn them through hotel stays or with participating credit cards; or, consider purchasing them if you are just shy of that trip to the Caribbean. And when you are feeling generous, you can transfer them to family or friends who are also members. Unique Selling Points of The Hilton Mumbai European lookAllows them to market themselves differently within the vicinity Hilton HonorsPoints are transferable to family and friends

Intercontinental The LaLiT

Sahar Airport Road Mumbai, India 400059 33

Tel: +91 22 66992222 Fax: +91 22 66998888 Email: mumresv@thelalit.com Hotel Overview Located at Andheri, InterContinental The LaLiT Hotel Mumbai is the closest Mumbai hotels to Chhatrapathi Shivaji International airport, at a distance of only 1 kms and at a distance of only 4.5 kms from the Domestic airport, it is the nearest luxury Airport hotel Mumbai. InterContinental The LaLiT Mumbai hotel represents understated luxury, a peaceful oasis from the frenetic city outside. Being at the nerve centre of the fastest developing business hub, Andheri, InterContinental The LaLiT Mumbai has easy access to other business districts of the financial capital of the country. InterContinental The LaLiT welcomes all its guests to the best airport hotel in the city, an ideal abode for the global traveler. InterContinental The LaLiT Mumbai projects a magnificent architectural faade with its 368 options of hotel accommodation, including suites that offer unparalleled elegance in a setting that is comfortable as well as luxurious. Effusing grandeur to the hilt, the presidential suites are of two types - Sher-e-Kashmir & Jaiselmer. Other well appointed suites include Spa suites, Luxury suites and Executive suites. With Asias largest Atrium Lobby, a lavish 7 story high feature welcoming the guests, this five star luxury hotel in Mumbai is a marvelous combination of grandeur and sophistication. Intercontinental The LaLiT Mumbai offers its guests an array of restaurants and bars to choose from, for both a private moment and a high powered official occasion. Guests have an option of choosing from Baluchi offering North West frontier to the stylish and upmarket Trendz. From the cozy and comfortable Beluga, offering a variety of imported wines and alcohol along with Oriental, Lebanese, Japanese and Continental snacks to Sutra, one of the most happening nightclub in the city. The hotel also has Box Office for the perfect movie theater experience. Despite being located at one of the busiest business locality, InterContinental The LaLiT Mumbai is equally apt as leisure hotels Mumbai for the leisure traveler as well. Guests can dance their worries off or even indulge in a holistic experience at the spa to unwind after a busy Mumbai day. InterContinental The LaLiT Mumbai also has 5-6 conference rooms/ meeting rooms and one board room. Over 30000 square feet of banqueting facilities of The Majestic & The LaLiT Plaza makes them the largest venue in North Mumbai with a capacity for 2000 people. Two smaller halls and 5 meeting rooms are also available for banquet functions. This Mumbai airport hotels is located very close to the business and shopping districts and the extra large rooms, fine dining restaurants and various banquet facilities makes InterContinental The LaLiT Mumbai the most desired hotel in Indias Commercial Capital. Rooms at the Intercontinental The LaLiT Mumbai Total Inventory of Rooms 368 Rooms & 21 Serviced Apartments Room Category No. of Rooms INR (30th June, 2011) Deluxe Rooms 232 11,000 34

Club Intercontinental Rooms Luxurious Suites Serviced Apartments Amenities in rooms

106 30 21

12,500 18,000

Cable / Satellite TV CD Player Coffee Maker- complimentary Color TV Connecting Rooms Double Glazed Windows DVD Player Free Morning Newspaper Delivered to Room Full Kitchen Hairdryer In Room Safe Individually Controlled Air Conditioning Iron / Ironing Board Kitchenette Meeting Room- complimentary Mini Bar Phone with Voice Mail Plates/Glassware Private Bathroom Scale Separate Hanging Closet Separate Living Room Suites with Dining Table Tea Maker- complimentary Turndown Service Two-Line Phone Valet Service Video Rental Whirlpool Work Desk with Lamp WorldLink - Power and Phone/Internet Connector WorldPrint - Fax and Printer

Guest Services InterContinental The LaLiT Mumbai offers a host of services and facilities for its guests that include a Business Centre, Concierge services, an Outdoor Pool and shopping Facility apart from The Box Office which is the private movie screening. 35

Apart from this the hotel also provides complimentary, round the clock car parking facility to all the guests with two levels of car parking area (Lower Basement & Upper basement) adding a total car park space of around 300 cars and also at the lobby level. Dining & Entertainment 24/7 - International Restaurant Trendz - Contemporary world cuisine Baluchi - From kebabs to curries WOKS - Oriental and Chinese restaurant Beluga - Cocktail Lounge with Cigar bar Sutra - The Bollywood Lounge Box Office - A movie preview theatre

Meeting & Events at the Intercontinental The LaLiT Room Name The Majestic The Royal The Regal Pre function Forum Sky Dome Special Offers Corporate Traveler Package Short Weekend Breaks Honeymoon Package Area sq.ft 8100 Sq.ft 525 Sq.ft 595 Sq.ft 4637 sq.ft 2600 sq.ft 676 sq.ft

InterContinental The LaLiT Loyalty Programmes The LaLiT Loyalty The LaLiT Loyalty unveils a world of unbelievable privileges and benefits at The LaLiT Group of hotels at New Delhi, Goa, Mumbai, Srinagar, Bangalore, Udaipur, Khajuraho. Seven participating luxurious Hotels, Palaces & Resorts in this program offer more than 1600 rooms and suites, over 30 Restaurants & Bars, State-of-the-art leisure and business services, extensive banquet facilities & much more. The LaLiT Connect The LaLiT Suri Hospitality Group has always taken pride in being associated with one of the top most corporate operating in India and across the globe. In an effort to give the clients a bit of what they get, the group has introduced The LaLiT Connect. An invitation only program 36

for corporate, where companies can make a selection of exciting redemptions like official offsites, business meetings, memorable meals and much more at any of the participating hotels. The LaLiT Plus The LaLiT Suri Hospitality Group has always taken pride in being associated with one of the top Travel Agents operating in India and across the globe. In an effort to give the partners a part of what they get, they have introduced The LaLiT Plus Loyalty Program. An invitation only program for Travel Agents, the members can choose from an array of exciting redemption offers like agencys off-site, meetings, stays at hotel, memorable meals and much more at any of the participating hotels. The LaLiT Select The LaLiT Suri Hospitality Group has always taken pride in being associated with the selected class of people who have the drive for results in whatever they attempt to do. In an effort to give the partners a part of what they get, they have introduced The LaLiT Select Loyalty Program. An invitation only program for embassies and high commissions, the members can choose from an array of exciting redemption offers like off-site, meetings, stays at hotel, memorable meals and much more at any of the participating hotels. Unique Selling Points of Intercontinental The LaLiT Largest banqueting space in the vicinity. Rates offered are inclusive of transfers. Reservations managed within the unit. Atrium Lobby. Priority Club Rewards is IHG's worldwide loyalty program. With 58 million global members, Priority Club is the largest loyalty program in the hotel industry.

Objective of the study To find customer preferences and perception in selection of a Hotel. 37

Scope of the Project Since the time allotted for the project was very limited and the sample size was also restricted to just 40 respondents, there is further scope of a detailed analysis into the topic. These data can be further used to analyze a larger audience in order to capture the customer preferences in detail.

Limitations of the study Though an attempt was made to make this project authentic and reliable, there were few constraints during the formation of the project. The main limitations were: As the corporate client base in Mumbai is huge, it was not possible to visit all the clients to collect their feedback. So a sample size of 40 was selected at random and the feedback was taken. Due to unavailability of appointments with the clients, I had to conduct telephonic Interviews with the clients. As the number of 5 star hotels in Mumbai is huge, it was not possible to cover all the hotels to gather information. Hence I had to limit the study to Hyatt Regency and its direct competition hotels, namely The Leela, Hilton, Intercontinental The Lalit and ITC Maratha. The main source of data for the study was primary data with the help of questionnaires. Hence, the chances of biased information are less. The informant might have had mistrust on the intention of the interview and would have dodged certain questions or gave misleading answers.

The project questionnaire was distributed not only to the senior members of the company but also to the middle management to get a fair response from all level of management. All these potential biases would have threatened the validity and reliability of our study.

Research Methodology

This project is based on information collected from primary sources and secondary sources. After the detailed study, an attempt has been made to present comprehensive analysis of preference of choice of Hotels in Mumbai of the people. The data has been used to cover various aspects like choice, preference regarding various services and facilities provided by various hotels.

Organization Chart of Sales & Marketing Department at Hyatt Regency Mumbai Director of Sales & Marketing Mr. Shubam Chandra 38

Director of Sales Mr. Pankaj Wadhwa

Associate Director of Sales Ms. Azita Ramodiya

Marketing Communication Manager Ms. Farrah Fernandez

Senior Sales Manager

Senior Catering Sales Manager

Sales Manager Catering Sales Executives Sales Executives Sales Executives Catering Sales Executives

Catering Sales Coodinator

Sales Coordinator

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DATA ANALYSIS AND INTERPRETATION Table No. 3.1: Annual Income

Below 2 Lakh Annual Income 0 2-5 Lakh 10 5 - 10 Lakh 20 10 Lakh & above 10

Interpretation It can be seen that 50% of the respondents belong to the 5-10 lakh category. 10 lakh above and 2-5 lakh category had 10 responses each.

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Table No. 3.2: Factors affecting the selection of a Hotel

Locatio n/ Distanc e

Servic e Factors affectin g the selectio n of a Hotel

Pric e

Ambien ce

Offers

Brand

Food

Others

17

14

20

Interpretation It can be seen from the survey that the most looked after factor that affects the selection of a hotel is the Distance or the Location of the hotel followed by Price/Rates, Brand Preference and so on. Out of the total sample size of 40, 26% said that the most significant factor that affects their choice of a hotel is Distance/ Location of the hotel. 22% said Rates and 18% said that Brand was the most important decision factor in selection of a hotel.

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Table No. 3.3: Have you visited any of these 5 star Hotels?
ITC Have you visited any of these Hotels? The Leela Hyatt Regency Hilton Intercon Others

14

18

21

10

14

Interpretation It can be seen that few of the respondents had given multiple responses for this question. Out of the 40 respondents, 21 have visited Hyatt Regency Mumbai followed by The Leela with 18 and ITC with 14 respondents visiting the Hotel. 14 responses had hotels namely Taj, JW Marriott, Holiday Inn, Sahara Star, etc. in the list of hotels that they have visited.

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Factors affecting the selection of a hotel on a scale from 1 to 5 Table No. 3.4: Price
Most Significant 33 Signific ant 7 Neutr al 0 Not so significant 0 Least Significant 0

Price

Interpretation It can be seen from the pie chart that 33 of the total respondents considered Price as the most significant factor in selection of a hotel. Only 7 of the respondents felt that Price is significant but not to that extent as the other factors. There were no respondents who felt that Price was the least important factor.

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Table No 3.5: Ambience

Most Significant Ambien ce 22 Significa nt 15 Neutr al 2 Not so significant 1 Least Significant 0

Interpretation It can be seen clearly from the pie chart that 22 respondents think that Ambience of the Hotel is a crucial factor in selection of a hotel. 15 said that Ambience is significant and only 2 were neutral with their responses. Only 1 respondent felt that the Ambience of the hotel has the least role to play is selection of a Hotel.

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Table No. 3.6: Food

Most Significant 34 Signific ant 5 Neutral 1 Not so significant 0 Least Significant 0

Food

Interpretation Almost 100% of the respondents felt that the Food and Beverage experience has an effect on their selection of a Hotel. Only 1 respondent felt that Food and Beverage experience has no effect on his decision process.

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Table No. 3.7: Service

Most Significant 33 Significa nt 7 Neutr al 0 Not so significant 0 Least Significant 0

Service

Interpretation It can be seen that all the respondents felt that Quality Service was the most important factor in selection of a Hotel. 33 and 7 were the top two responses.

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Table No. 3.8: Brand Preference

Most Significant Brand Preferen ce 15 Signific ant 15 Neutral 8 Not so significant 1 Least Significant 1

Interpretation It can be seen that 75% of the total respondents felt that the Brand had a major role to play in their selection process. 8 respondents were neutral about their preference of Brand in selection of a hotel. Only 2 felt that Brand didnt influence their choice of a hotel.

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Table No. 3.9: Frills Offered

Most Significant Frills Offered 4 Significa nt 12 Neutr al 14 Not so significant 9 Least Significant 1

Interpretation 35% of the respondents responded neutrally with respect to the influence of Frills offered by hotels in their selection process of a hotel. 16 respondents felt that Frills had a major factor in their decision process. Only 10 respondents felt that Frills offered were not so important in their decision making process.

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Table No. 3.10: Distance

Most Significant Distan ce 12 Signific ant 15 Neutral 11 Not so significant 2 Least Significant 0

Interpretation 20 of the total respondents felt that Distance was a very crucial factor in selection of a Hotel. 11 respondents felt that Distance doesnt really affect their choice of the Hotel and their response was neutral. Only 2 respondents felt that Distance was of least importance in their selection process.

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Table No. 3.11: Influence of Promotional Offers

Yes Influence of Promotional offers 21 No 19

Interpretation It can be seen that the responses was in almost 50:50 % ratio. The Yes to No ratio was 21 and 19 respectively.

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Table No. 3.12: Influence of Past Experience in the choice of a Hotel

Yes Influence of Past Hotel Experience 30 No 10

Interpretation It can be seen that the Past Hotel Experience of the respondents has a remarkable 75% influence in the selection of a hotel as compared to 25% who said that Past Experience didnt influence their choice of a Hotel.

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Table No. 3.13: Best Hotel in Mumbai

ITC Maratha Best Hotel 8 The Leela 8 Hyatt Regency 10 Hilton 4 Interc on 3 Other s 7

Interpretation This question was asked to the respondents to find out the most preferred hotel in the corporate clientele. It can be seen that from the sample size of 40, 10 respondents said that Hyatt Regency Mumbai was the best Hotel overall. Hyatt regency was followed by The Leela and ITC Maratha with 8 responses each. Few Hotels like Taj, JW Marriott, Sahara Star, etc. also came as few favorites. Hilton & Intercontinental The Lalit were the least favorite among the sample audience with just 4 and 3 respondents respectively voting in favor.

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FINDINGS AND SUGGESTIONS Annual Income It can be seen from the available data that 50% of the respondents are from the 5-10 Lakh category. This might be because most of the respondents who were interviewed were from the Level II cadre. This shows that people in the salary range of 5-10 lakh preferred spending in 5 star hotels as compared to the higher income group. Since it was an unbiased interview process, the salary package of the respondents was not taken into consideration while selecting the respondent.

Brand Recall It can be seen from the available data that all the respondents were able to recall some or the other hotel brand. This shows that the customers are able to recollect the brand names of the hotels that they have experienced in the past. It can also be seen that most of the customers have voted for the same brand that they were able to recall.

Factors affecting the selection of a Hotel It can be seen that 26% of the respondents have voted for Distance / Location as the most important factor which affects the Hotel selection. This preference of the respondents could be due to various reasons like proximity from office, proximity from airport, accessibility, etc. This was followed by Price and Brand with 22% and 18% responses. Price was largely considered as the most important factor by most of the respondents while the Brand preference was rated as most significant by the higher cadre employees. Brand Preference could be due to the brand loyalty that the particular respondent has towards a particular brand. Price can be seen as an important factor because of the spending budget that each company has to abide to. 53

Hotels Visited It can be seen that many of the respondents have marked multiple choices for this question. This shows the customer willingness and ability to spend on 5 star luxury. It can also be assumed that the customers will shift brands if they are not satisfied with a particular hotel. It can also be assumed that the customers are open to changes and are willing to try out different hotel brands. Since it can be seen that the customers dont really stick on to a particular brand, it can be said that the level of customer loyalty is very less in todays corporate world.

Price It can be seen from the Pie Chart that Price was the most significant factor for almost all the respondents. This could be because of the spending budget that each company has in place. Even individual customers prefer pricing as the prime deciding factor.

Ambience Around 55% of the respondents have said that the Ambience of the hotel is the most vital factor. There would be many customers who prefer Ambience of the Hotel over the other factors because the Luxury is their prime requirement. Few guests prefer ambience of the hotel according to the type of event. A marriage will require a rich look while a product launch will require a more contemporary look.

Food Food & Beverage is one of the main services that a hotel sells. The hotel has to make sure that the Food & Beverage experience of the guest has to perfect because food & beverage is a factor which the guest will remember for a long time. The same can be seen in the Pie chart as almost 97% of the respondents have said that food is a major deciding factor. 54

Service It can be seen from the responses received that almost all the respondents have said that Quality Service is a key selection factor. Every hotel will have distinctive products to offer to the guest. The guests get attracted to the unique features of the products that the hotels have to offer to the guest. The hotels can always bang on the unique service standards followed at the hotel. A flawless service offered will always attract more clients to the hotel.

Brand Preference Almost 75% of the respondents have said that Brand of the hotel is an important deciding factor. The guest will prefer the brand due to various reasons like: o The guest might be organizing a company event and would be willing to have the event in a 5 star hotel. o Having the event in a 5 star hotel reflects the social status of the guest. o There would be few guests who would be coming from foreign countries and this might be the reason for them to have the event in a 5 star hotel. Frills Offered It can be seen in this category that the majority has given a neutral response. This might be because of the fact that most of the customers consider all the other factors like the distance, price, ambience, food, service, etc. first and if they are satisfied with the primary factors the focus will turn towards the frills offered. Few of the guests might have a loyalty towards a particular hotel and this might be the reason for them for not preferring any other hotel of the frill offered by any other hotels.

Distance It is clear that distance is one of the major deciding factors in selecting a hotel and the same is reflected in the pie chart. Around 67% of the respondents felt that distance plays a vital role in deciding a venue for an event.

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The guest might require a venue which is close by from his/her house or from the airport or the office, etc. So the distance of the hotel from the citys major hubs is a matter of concern for the hotel management. The Hotel Management has to make sure that the hotel is centrally located and is well connected with the major hubs in the city.

Influence of Promotional Offers As represented in the pie chart, there is almost equal number of respondents who have voted for either of the options. Hence it is very difficult to conclude whether promotional offers really affect the customers decision in selecting a hotel.

Offers Recall It can be seen that 28 respondents of the total remembered the promotional offers that were given to them at some point of time. The offers can vary from guest to guest and hotel to hotel. Few of the hotels may give monetary discount on the bills to the guest whereas few may give complimentary service at spa or the gym, etc. It can be seen that most of the guests remember most of the monetary benefits that were offered to them. The guest may not remember the service benefits offered to them if they are not satisfied with the service.

Past Hotel Experience Past experience plays an important role if a customer has to go back to a particular hotel again. If a guest has had a bad experience at a particular hotel, it is very difficult to bring the customer to the same hotel again. The guest will surely opt for some other hotel if he/she has not had a pleasant experience with the hotel. The hotels have to make sure that the customer experience is taken very seriously by the hotel staff and try to make the experience a memorable one. 56

Best Hotel This was a random survey done to find which hotel according to the respondents is the best in Mumbai. It can be seen that Hyatt Regency Mumbai has been voted the most as the best hotel followed by The Leela and ITC Maratha. But since the sample size of the respondents is very small, it is very difficult to come to a conclusion on which is the Best Hotel in Mumbai.

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RECOMMENDATIONS AND SUGGESTIONS It can be seen from the available data that different guest have different preferences and perception for and about a product. The preferences and perception vary from person to person depending on various factors like Income of the person, Lifestyle, Occasion, etc. It can be seen that most of the guest were able to recall some or the other hotels name in the first question. This shows that it is important for every hotel brand to be at its best when it comes to serving the customers. This helps the hotel management to gain the customer confidence and the ultimate goal of customer loyalty. In the second question, the respondents were asked to name a few factors that they consider while making a hotel reservation or an event booking. I was able to gather various factors that a customer has in mind while selecting a hotel. All the hotels have to keep in mind at least the basic necessities while they are at customer service. It can be seen from the responses that around 80% of the respondents have visited multiple hotel brands and are even able to recall the brands during their future ventures. It is very important for every hotel brand to be special in some way or the other so as to make an impression in the minds of the customers. It can be seen in Question No. 4, where the respondents had to rate the factors affecting their decision on selection of hotels in a scale from 1 to 5, most of the respondents felt that all the factors except the frills were most important factor in their decision. The hotel management needs to keep in mind the competition company while quoting the rates and make sure that the rates are equally competitive. The hotel management cannot really do anything about the Distance/ Location of the hotel, Brand or the Dcor of the hotel. Hence the hotel need to concentrate on the other factors and make sure that the factors like the Food & Beverage and Service are at its best. In this competitive market, every hotel is in the race of grabbing more and more business. For this, every hotel initiates some attractive offers which can attract more clients. The Hotels Management should be aware of the requirements of the customers and come out with various attractive offers in regular intervals. This will help in gaining additional business.

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When the respondents were asked to recollect any of the promotional offers that they have experienced, around 70% of the respondents were able to recollect some or the other offer that was offered to them. Hence the Hotel should make sure that the offers are attractive and should be able to catch the customer minds. It can be seen that around 75% of the respondents said that their Past Hotel Experience had an influence on their decision making. Hence it is very important for the hotel management to have a flawless service every time and to every guest. In the final question where the respondents had to mention their choice of the Best Hotel in Mumbai, Hyatt Regency was the clear winner followed by The Leela and ITC Maratha.

BIBLIOGRAPHY http://www.bharatbook.com/detail.asp?id=160046&rt=Report-on-Indian-HotelIndustry.html www.hyatt.com www.itchotels.in www.mumbai.regency.hyatt.com www.theleela.com www.thelalit.com/intercontinental-mumbai www.hilton.com/mumbai-airport

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QUESTIONNAIRE

Topic: To find the Customer Preferences and Perception in selecting a Hotel.

Name:

Designation:

Annual Income

Below 2 Lakh 10 Lakh & above

2 to 5 Lakh

5 to 10 Lakh

1. Name a Hotel Brand you recall. ____________________________________________________________________ _ 2. What are the factors that you keep in mind while selecting a Hotel? ____________________________________________________________________ _ 3. Have you visited any of these 5 star Hotels? ITC Maratha The Leela Hyatt Regency Hilton

Intercontinental The Lalit

Others, Please specify________________

4. Rate the following factors on a scale from 1 to 5 (1 being the most significant factor in the selection of a hotel and 5 being of least significance) :a) Price b) Ambience 1_____2_____3_____4_____5_____ 1_____2_____3_____4_____5_____ 60

c) Food d) Service e) Brand Preference f) Frills Offered g) Distance

1_____2_____3_____4_____5_____ 1_____2_____3_____4_____5_____ 1_____2_____3_____4_____5_____ 1_____2_____3_____4_____5_____ 1_____2_____3_____4_____5_____

5. Do any of the promotional offers offered by a hotel influence your choice of a hotel? Yes No

6. Can you recollect any of the offers offered to you by any of the Hotels? ____________________________________________________________________ _ 7. Does your past hotel experience influence your choice of a hotel? Yes No

8. In Mumbai, which hotel would you rate as the best? ITC Maratha The Leela Hyatt Regency Hilton

Intercontinental The Lalit

Others, Please specify________________

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