MCKENSY 7’S FRAMEWORK

ON
HOTEL INDUSTRY

Submitted by:
Amrita Singh 014
Ankit Khandelwal 019
Ankit Sharma 026
Apurva Chaturvedi 032
Anu Nigam 029
Anusha Arora 030
Chandan singh Bhojak 043
 OBEROI HOTEL
Strategy:
 Managing new property.
 Strategic alliance.
 Re-branding hotels.
 International marketing.
Structure:
 Follow top to bottom structure

System:
 Lodging management system: The system is divided into various modules which can interact
with the front office, group sales, guest history, accounts receivable, travel agencies, and yield
management. Hoteliers can search and retrieve guest information by various fields, including
name, address, confirmation numbers, and other fields.
 Other features includes:
 Easy reservation input
 Optimal return on rooms by providing flexible rate configuration and maximum room occupancy
 Access availability by room type, total hotel and group.
 Provide confirmation letters and pre-printed registration cards.
 Capture additional guest information through hotel configurable fields.
 Maintain wait lists
 Provide flexible package configurations
 OBEROI HOTEL
Shared values:
 aims at leadership in the hotel industry
 is conscious of its role in the community, supporting social needs and ensuring employment from
within the local community
Skills:
 committed to ensuring customer satisfaction.
 analytical, critical and problem-solving skills, developed through researching, evaluating and
presenting arguments and data;
 IT skills to collect, analyse and present information in spreadsheets and databases;
 negotiation and teamwork skills, developed through working both independently and in group
Style:
 Management follows top down/bottom up style .
 Major decisions are taken in top down fashion while decisions regarding customers and pricing are
taken in bottom up fashion.
Staff:
 Provides training to its employees.
 Have training institute.
 Staff has the ability to handle stress, punctuality, knowledge of foreign languages, and attention to
details
 ITC HOTEL
Strategy:
 launched on October 18, 1975
 distinctive logo of hands folded in the traditional Namaste
 pays architectural tribute to ancient dynasties
 joined hands with the Sheraton Corporation to strengthen its international marketing base
 classified under five distinct brands
 Branded Cuisine

Structure:
 principles of Corporate Governance adopted by the Company
 leadership within ITC is exercised at three levels
 This three-tiered interlinked leadership process creates a wholesome balance between the need
for focus and executive freedom
System:
 believe that businesses exist to sub serve larger societal goals.
 IT has innovatively crafted unique business models that synergies long-term shareholder value
creation with enhancing societal capital
 This commitment is reflected in ITC's 'Triple Bottom Line' approach of contributing to the
economic, ecological and social capital of the country.
 ITC HOTEL
Shared values:
 ITC's Core Values are aimed at developing a customer-focused, high-performance organization
which creates value for all its stakeholders
 Customer Focus
 Excellence
 Innovation
 Nation Orientation

Skills:
 ITC visits premier Engineering and Management campuses every year to induct quality talent for
its various Businesses.
 Manufacturing , Marketing & Human Resources, finance.
Style:
 Avoidance of Conflict of Interest
 Transparency
 Protection of Confidential Information
 Company Facilities
Staff:
 only hospitality chain, to have a unique programmer.
 TAJ HOTEL
Strategy:
 They follow segmentation strategy, they operate in the luxury, premium, mid-market and value
segments of the market,
 Advertisement of premium brand at affordable prices unique concept like jiva spas, Taj air etc
to delight their customers.
Structure:
 They follow top down structure,
 Reversal role wherein people from one team keep exchanging roles, decision making and
controlling is centralized.
System:
 Operation performed by managerial staff and frontend employees ,
 Feedback with its guests,
 Maintain database of their clients
Shared values:
 People diversity
 Passion for excellence
 Increase the expectations
 Innovation
 Social responsibility
 Joy at work
 TAJ HOTEL
Skills:
 Service mentality
 Immediate response
 Operation excellence
 Networking skills
 Attention to detail

Style:
 Leadership style
 Internal mobility process
 Safe environment(encourages the employees)

Staff:
 Best employee of industry who can satisfy and gratify the customer effectively and efficiently to
ensure that a through recruitment and selection process is done, assigning the right people to
the right job.
 MARRIOTT HOTEL

Strategy:
 focus on the customer and always tries to maintain loyal customer by providing attractive
discounts offers
 Also tries to attract new additional customer at reasonable prices and new schemes.

Structure:
 follow Hierarchical structure which is bottom to top reporting of employees .

System:
 It involves e-payment, online booking of rooms , taxi ,e-security system, credit payment, Wi-Fi
connectivity , business centre facilities , fitness centre .

Skills:
 Culture ,ethics, experiences, values, leading brands, brand preference.
 MARRIOTT HOTEL

Shared value:
 customer first, delivers customer wide range of services at low prices. Delivers
genuine services, operate business with sense of purpose in every community they
call home .

Staff:
 “Spirit to serve” philosophy continues to be core of the their business . They invites
you to discover rewards ,grow with opportunity, live with the life you want .

Style:
 Provide good environment embracing global diversity and inclusion, vitality of
children. They also provide kind giving & volunteer services of its employer all around
the world.
 THE LEELA HOTEL
Strategy
 The Leela Palaces, Hotels and Resorts expands its wings by partnering world’s largest
luxury Global Hotel Alliance ( GHA ).
 The Leela Group intends to increase its’ awareness among international travelers.
 Tie up with different airways.
 Aggressive growth plan.
Structure
 Centralized.
 Top to down decisions.
 Personnel department and training department.
Shared values
 Corporate Governance is based on the principles of integrity, fairness, equity, transparency,
accountability and commitment to values.
 Standards of corporate values and ethics.
 It has been the endeavor of “The Leela” group to give fair and equitable treatment to all its
stakeholders, including employees, customers and shareholders.
Staff
 Responsibility for the overall recruitment process is assigned to human resources managers.
 THE LEELA HOTEL
Style
 Their goal is to attract and retain a work force that is motivated to provide a level of
service.
 “Making Excellence our way of life”.
 The Leadership at the Leela is committed to not only Employee welfare but also to create
a work culture that is challenging and rewarding.
Skills
 Strong Marketing skills
 Relationship building.
 Hospitality and service.
 Effective communication of value proposition.
System
 The Leela Kaminski is now certified for ISO 22000 by Bureau Veritas , an internationally
recognized certification Body.
 Rooms of Leela Hotel are spacious and elegantly furnished with ceiling fans and central
air conditioning, equipped with 25" color TV with satellite channels video cassette players,
hi-fi compact disc players sound system and personal safes.
 All rooms have a lagoon view except the royal villas and presidential suite.
 Highly centralized computer system.
LE MERIDIEN
Strategy:
 established in 1972 by Air France.
 increasing our focus on the management and franchise business.
 to maximize earnings and cash flow.

Structure:
 Top to bottom structure.
 Management divided into 7 main heads.

System:
 strong focus on technology.
 is Wi-Fi with high speed internet.

Skills:
 known for its innovation and willingness to embrace change.
 evaluating potential new hotels and resorts.
LE MERIDIEN
Shared values:
 they call shared values “promises”.
 Values are:
(i) Go the Extra Step- by taking actions that build lasting connections and loyalty.
(ii) Play as a Team- by working globally and across all teams in the company.
(iii)Do the Right Thing- by using good judgment, respecting our communities, associates,
owners, partners and the environment.

Staff:
 approximately 145,000 people are employed.
 labor relations have been maintained in a normal and satisfactory manner.
 Recruitment done by HR department.

Style:
 core mission is of how to do business.
 commitment to customer satisfaction.
 success is dependent on a variety of talents, opinions, and backgrounds, and constantly
strive to improve in this area.
 HINDUSTAN HOTEL
Strategy:
 Their tireless efforts to deliver the best has today given them the strength to stretch their
wings wide and beyond.
Structure :
 Horizontal structure where all employees report to senior officials.
System:
 24hrs room facility services,
 Wi-Fi connectivity,
 beauty parlor , gym, swimming pools , laundry services .
Shared value :
 Synthesizing convenience, comfort and luxury to compliment business and leisure needs.
 It is here that style meets luxury to give you your exclusive domain.
 The delicacies of the world converge to indulge your gourmet desires. It is here that
personalized and efficient service ensures your comfort every moment.
 HINDUSTAN HOTEL

Staff:
 The Organization employs a total of 700 people including 250 Managerial Staff.
 We are constantly on the look out for bright people who wish to excel in the field of
the Hospitality Industry.
 Responsibility for the overall recruitment process is assigned to human resources
managers.
Skill:
 The HHI group has the skill to deal with the customer very effectively and efficiently
by catering their needs in a cost effective manner.
Style:
 The HHI group follows the adaptive leadership style which involves solving the
problems in less time and effective manner.
 They never create frustration between the employees hence they follow good
leadership style .
INDUSTRY ANALYSIS
STRATEGY
 Segmentation
STRUCTURE
 Top to bottom
SYSTEM
Provide the best IT services to the client.
SHARED VALUES
 Customer Focus, Excellence and Innovation
SKILLS
 Culture , ethics, experiences, values, on the job training
STYLE
 Most of hotels follows participative style of leadership
STAFF
 Training and then job followed