Grand hyatt mumbai

ACKNOWLEDGEMENT

INDEX

S.NO TOPIC PAGE NO.

1. History of Hyatt Corporation. 3

2. Some important milestones. 4

3. The founding family. 5

4. Evolution of Hyatt Corporation 6

5. Hyatt, its expansion & its current status. 7-10

6. Hyatt & its brands. 11-15

7. Classification of Global Hyatt Corporation. 16

8. Hyatt in India. 17-21

9. Grand Hyatt Mumbai. 22-60

10. Industrial Training 61-103

2

HISTORY OF HYATT CORPORATION

The Hyatt Corporation was born upon purchase of the Hyatt House, at Los Angeles

International Airport on September 27, 1957. The original owners were entrepreneurs, Hyatt

R. Von Dehn and Jack D. Crouch. Hyatt R. von Dehn was eager to get out of the hotel

business after a few years, so he sold his share in the hotel to Jay Pritzker. Mr Pritzker heard

the hotel was for sale while sitting in its coffee shop, called "Fat Eddie’s", waiting for a

flight. He scribbled a bid for $2.2 million dollars on a napkin, and the Hyatt Corporation was

born. (That’s the equivalent of $15,770,581 in 2006). Jay Pritzker and Jack D.

Crouch remained partners until 1965, opening airport hotels in several cities including San

Francisco, Seattle, and San Jose. Crouch stepped away from Hyatt to pursue other hotel

ventures, while Jay and his younger brother, Don continued to run Hyatt.

The Hyatt became famous after the chain opened the world's first atrium hotel in 1967,

the Hyatt Regency Atlanta, a decade after opening its first hotel.

In 1969, Hyatt opened its first hotel overseas, the Hyatt Regency Hong Kong (which closed

at the end of 2005 and was demolished, the new one will open in 2009. In 1980, the Grand

Hyatt and Park Hyatt brands were introduced. Hyatt has become known for its resorts after

the opening of Hyatt Regency Maui in 1980. Today Hyatt has over 340 hotels worldwide.[3]

In December 2004, Global Hyatt announced it would acquire AmeriSuites, an upscale chain

of all suite business class hotels from affiliates of the Blackstone Group, a New York based

private equity investment firm. Blackstone had inherited AmeriSuites from its 2004

acquisition of Prime Hospitality. The AmeriSuites chain is being rebranded and converted to

a new concept called Hyatt Place. With Hyatt Place, Global Hyatt will better compete with

the limited service products Courtyard by Marriott and Hilton Garden Inn offered by industry

leaders Marriott International and Hilton Hotels Corp.

In December 2005, Global Hyatt announced a second limited service

acquisition, Summerfield Suites. Again the seller was the Blackstone Group. Blackstone had

inherited Summerfield Suites from its purchase of Wyndham International. Summerfield

Suites will be rebranded as Hyatt Summerfield Suites and positioned to compete in the

upscale extended stay market against brands such as Residence Inn, Homewood Suites and

Staybridge Suites.

In June 2008, Harmit Singh was named as the new Chief Financial Officer. He is expected to

be one of the main influences for huge growth in the Hyatt brand in the next 5 years.

3

http://en.wikipedia.org/wiki/Residence_Inn

http://en.wikipedia.org/wiki/Summerfield_Suites

http://en.wikipedia.org/wiki/Wyndham_International

http://en.wikipedia.org/wiki/Blackstone_Group

http://en.wikipedia.org/wiki/Summerfield_Suites

http://en.wikipedia.org/wiki/Hyatt_Place

http://en.wikipedia.org/wiki/New_York

http://en.wikipedia.org/wiki/Blackstone_Group

http://en.wikipedia.org/wiki/AmeriSuites

http://en.wikipedia.org/wiki/Global_Hyatt

http://en.wikipedia.org/wiki/Hyatt#cite_note-2

http://en.wikipedia.org/wiki/Maui

http://en.wikipedia.org/wiki/Hyatt_Regency_Atlanta

http://en.wikipedia.org/wiki/Jack_D._Crouch


http://en.wikipedia.org/wiki/Jay_Pritzker


http://en.wikipedia.org/wiki/1957

http://en.wikipedia.org/wiki/September_27

http://en.wikipedia.org/wiki/Los_Angeles_International_Airport

http://en.wikipedia.org/wiki/Los_Angeles_International_Airport

SOME IMPORTANT MILESTONES

1957 Jay Pritzker ( 1922-1999 ) bought " Fat Eddie's " from Mr. Hyatt von Dehn

Named it Hyatt House, situated opposite to Los Angeles Airport

Birth of Hyatt Hotels Corporation

1967 Opening of Hyatt Regency Atlanta( Introduction of the Atrium Lobby concept)

1969 Birth of Hyatt International Corporation ( with Hyatt Regency , Hong Kong )

1972 HIC ' s largest hotel ( with 700 rooms ) - Grand Hyatt , Singapore

HIC ' s largest hotel ( with 850 rooms ) - Grand Hyatt , Taipei(Taiwan)--At Present

1989 Hyatt International Corporation is selected as the best hotel chain of the year

2001-2002 Growth in South Asia from existing HR Delhi to HR Kathmandu,HR Kolkata,

Park Hyatt Goa Resort & Spa and finally Grand Hyatt Mumbai

4

The Founding Family

While Hyatt's history as a corporate entity dates from 1957, the Pritzker family, who built and control Hyatt, has been active significantly longer. In the late 19th century, the Pritzkers immigrated to the United States from the Ukraine. Patriarch Nicholas Pritzker led them to Chicago, and in 1902 he founded Pritzker & Pritzker (P&P), the

law firm that was to evolve into a management company and the center of the Pritzkers' many and varied investments.

P&P grew, and by the late 1920s it had become a respected local firm. At that time, the Pritzkers' best client was Goldblatt Brothers, the low-priced Chicago department store chain. Through the Goldblatts, Abram (A. N.) Pritzker, Nicholas Pritzker's son, met Walter M. Heymann, then a leading Chicago commercial banker and an officer at the First National Bank of Chicago. In succeeding years A. N. Pritzker and Walter Heymann became business associates, and the powerful First National Bank of Chicago became the financial cornerstone of the Pritzker family empire.

Using a line of credit from the First National Bank, A. N. Pritzker began acquiring real estate, something he already knew about from P&P's concentration on real estate reorganization. As his and the family's investments grew, the law practice shrank, and in 1940 P&P stopped accepting outside clients, concentrating solely on Pritzker family investments. At the same time A. N. Pritzker began the family practice of sheltering his holdings within a dizzying array of interrelated family trusts.

5

EVOLUTION OF HYATT CORPORATION

Hyatt Emerges in the 1950s

The story of Hyatt Corporation begins with the succeeding generation of Pritzkers. By the early 1950s, Pritzker's oldest son, Jay, had become active in the family business. Something of a prodigy, Jay Pritzker had graduated high school at 14. He finished college soon thereafter and then took a law degree from Northwestern University. During World War II he worked first as a flight instructor and later for the U.S. government agency that managed German-owned companies. In that position, he sat on corporate boards with men many years his senior. An accomplished deal-maker even in his earliest years, Jay would later become well known for his quickness at sizing up balance sheets and offering deals. Jay, beginning in 1957, made the initial deals that formed the basis for Hyatt.Jay's youngest brother, Donald Pritzker, finished law school in 1959, whereupon he joined P&P. Meanwhile, the middle brother, Robert Pritzker, earned an industrial engineering degree at the Illinois Institute of Technology in Chicago and later he and Jay would found and manage the Marmon Group.In 1957 Jay Pritzker bought a small Los Angeles International Airport motel named Hyatt House after its original owner, Hyatt von Dehn. Within four years, Jay expanded the single property into a chain of six hotels and brought Donald Pritzker to California as manager of operations, reporting to Jay. The two made a good team, with Jay's deal-making skills and Donald's managerial ability and gregarious personality.Hyatt grew rapidly during its first decade, opening small motor inns on the West Coast and one outside Chicago. The fledgling company went public in 1967, but the more important event of that watershed year was the opening in Atlanta of its first hotel with an atrium tower lobby, designed by the architect John Portman. The Portman atrium was a 21-story interior courtyard, designed so that each hotel room entered off the high-rise open space, set off with a central glass elevator leading to all floors, and hanging green vines growing from each floor's balcony. The overall effect was revolutionary, because the Portman interior eliminated the impersonal hallway with rows of doors and brought to the hotel interior an open-air congeniality, with the spin-off of greater safety, feeling of security, and warmth. The Portman lobby became the hotel's signature and brought Hyatt to widespread notice for the first time, as well as advancing the concept of public space in buildings.What became the Hyatt Regency Atlanta was part of the 15-building Peachtree Center. The developers of the large hotel property were in financial trouble and both Hilton and Marriott passed up opportunities to purchase the property before Hyatt did and finished construction. Soon after the hotel opened, its occupancy rate reached 94.6 percent.Hyatt grew to a chain of 13 hotels by 1969. That year, the Pritzkers set up a separate company called Hyatt International Corporation to expand the chain overseas, with its first hotel the Hyatt Regency Hong Kong. In 1972, Donald died of a heart attack at the age of 39. Jay installed his brother-in-law, Hugh M. "Skip" Friend, Jr., as the new president.

6

Growth in the 1970s

The company grew rapidly during the 1970s aided by the signature Hyatt design and the innovations that a young staff was able to devise. Management went awry, however, when it was discovered in 1977 that Friend had spent $300,000 of company money on personal expenses. After Jay Pritzker demoted him, Friend left the company. Jay took over the duties of president, in addition to his responsibilities as chairman and chief executive officer. He also moved corporate headquarters to Chicago, where he could more closely oversee matters. Then, Jay gradually bought back the public shares of stock, taking the company private in 1979.

The 1980s

In 1980, Thomas Jay Pritzker, Jay's son, became president, with Jay remaining chairman and CEO. The decade started promisingly with three significant firsts in 1980: the openings of the first Park Hyatt, the first Grand Hyatt, and the first Hyatt resort. Park Hyatts were designed as smaller luxury hotels with a European style, featuring personalized service, privacy, and elegance; the first one opened in Chicago near the Water Tower. Grand Hyatts were designed for the high-end market in culturally rich destinations, and featured sophisticated leisure, banquet, and conference facilities utilizing the latest technology. Hyatt Resorts were specially designed to reflect the local area of location and offered numerous activities and facilities for their guests; the first Hyatt resort was the Hyatt Regency Maui in Hawaii.Then in 1981, two skywalks at the Kansas City Hyatt Regency Hotel collapsed, killing 114 people and injuring 229 in what the National Bureau of Standards called the most devastating structural collapse ever to take place in the United States. Between 1981 and 1986, more than 2,000 resulting lawsuits were settled for a total of $120 million. In June 1986, 900 individuals remaining in a federal class action suit against the hotel settled all claims for $1,000 each. Ultimately, "gross negligence and misconduct" were attributed to engineers Daniel Duncan, Jack Gillum, and their former company, G.C.E. International Inc., whose "hurry-up" design system caused them to be pouring concrete on one part of the building while finishing the design on the rest of the building. As was the case with most Hyatt hotels at this time, Hyatt was managing the hotel for its owner and builder, Hallmark Properties, so Hyatt was not held liable. Still it did not help to have the Hyatt name associated with such a disaster.Hyatt's growth slowed somewhat as the 1980s progressed, in part because hotel property owners began to object to the high fees Hyatt (and other hotel managers) received for managing the hotels without taking on any ownership risks. In order to keep the company growing, the Pritzkers launched a separate company to develop and build hotels and resorts, with Jay's cousin Nick in charge.During the decade, Hyatt Corporation also became involved in an indirect way in some of the Pritzkers' nonlodging activities. Most notable was the 1983 purchase of the troubled Braniff airline through Dalfort, a Hyatt subsidiary. Under Dalfort, and with Jay Pritzker taking the lead, Braniff's losses were cut. But after a proposed merger with the also troubled Pan Am Corp. failed in 1987, Braniff was sold the following year.

During this time, Darryl Hartley-Leonard was named president of Hyatt Hotels Corporation, which had been reorganized as a subsidiary of the parent Hyatt Corporation. Another subsidiary was launched in 1989 under the name Classic Residence by Hyatt, with Donald

7

Pritzker's daughter Penny Pritzker as president. The Classic Residence properties were designed as luxury retirement centers with large rental apartments, housekeeping and gourmet meal service, and such activities as lectures by university professors. Aimed at the growing population of senior citizens, many of whom were looking for alternatives to institutional settings, Classic Residence centers opened initially in Reno, Dallas, and Teaneck, New Jersey. They were somewhat slow to fill, however, and the properties were typically half empty six months after opening.Also in 1989, Hyatt introduced the Camp Hyatt program to attempt to attract more families to its somewhat business-oriented facilities. Under the program, Hyatt hotels began to offer numerous activities geared toward the toddler to preteen set, gave parents the option of taking a half-priced second room for their kids, and added menus and room service tailored for children.

1990s and Beyond

As the 1990s began, Hyatt's growth was somewhat challenged by what analysts regarded as the reluctance of some owners of new hotels to hire Hyatt as managers, given the relatively high cost of running a glitzy Hyatt hotel. In fact, Hyatt was beginning to run the risk of losing existing contracts. Seeking to streamline operations, the company laid off more than 1,000 of its work force and then embarked on a detailed appraisal of the services it was offering at its hotels. Major cost savings were realized in several ways, such as moving to a centralized purchasing system, changing the turning down of beds from an automatic service to one that a guest had to request, cutting down on the number of choices offered on restaurant and room service menus, and outsourcing housekeeping and valet parking. The company also sought ways to attract frequent business travellers by augmenting its Gold Passport frequent stayer program and by offering additional business-oriented amenities such as in-room fax machines. By 1994, Hyatt's gross operating profits had increased 45 percent from 1990 and the company was hearing fewer complaints from hotel owners about costs.In 1994 Douglas G. Geoga, a lawyer who had served as head of development, was named president and CEO of Hyatt Hotels, with Hartley-Leonard remaining chairman. At about the same time, Hyatt began to pursue several new opportunities for growth, as competition from other chains grew fierce. Starting in 1994, the company moved cautiously into franchising for the first time. The first two franchised Hyatts were older hotels--the Hyatt Sainte Claire in downtown San Jose and the Hyatt Regency Pier Sixty Six in Fort Lauderdale. Scheduled to open in 1997 was a third franchised Hyatt, the Hyatt Regency Wichita, a new downtown convention hotel. Hyatt also entered, again cautiously, the crowded time-share property market with the opening in June 1995 of a resort known as Hyatt's Sunset Harbor Key West.Freestanding golf courses and casinos were additional ventures Hyatt entered in the mid-1990s. In January 1995 it opened on the island of Aruba its first freestanding golf course, which was also the island's first golf course. In addition to developing freestanding courses, Hyatt also intended to manage existing golf courses near its hotels. Already involved in gaming through casinos it operated at some of its resorts, Hyatt moved into the riverboat gambling industry in 1994 with the opening of the Grand Victoria Casino in Elgin, Illinois, which generated revenues of $37 million during the last three months of that year. In 1995, Hyatt joined with Players International Inc. in offering to purchase the two riverboat casinos in New Orleans that had closed not long after opening. Hyatt was reportedly also looking for a site to move into the lucrative Las Vegas gambling mecca.In addition to its pursuit of these growth opportunities, Hyatt also strived through innovation to retain its role at the forefront of the industry. In 1994 the company tested automated check-in kiosks in a number of its hotels. The kiosks, which allowed guests to check themselves in

8

less than one minute and even dispensed room keys, proved a success and were subsequently expanded to other Hyatts. The company also successfully introduced a telephone check-in system.In 1995 and 1996, Hyatt spent $200 million in renovating more than 30 of its hotels in North America. Among the enhancements were the replacement of worn-out furnishings, the improvement of access for peoples with disabilities, the addition of coffee kiosks and convenience stores to hotel lobbies, and the installation of modem ports, larger desks, and better lighting in guest rooms.In the face of a highly competitive but increasingly lucrative hotel industry in the 1990s, Hyatt was certainly not resting on its reputation. While its acumen in managing hotel properties was rarely questioned, some industry observers did raise doubts about the company's late entrance into such areas as time-shares and franchising. But with Jay and Thomas Pritzker still in charge of the parent company, the successful Pritzker track record boded well for Hyatt's future.

9

HYATT, ITS EXPANSION AND ITS CURRENT STATUS

Hyatt Corporation opened its first hotel on September 27, 1957. Hyatt's first property at Los Angeles International Airport was originally named Hyatt House. The owner of Hyatt House was a local entrepreneur by the name of Hyatt R. von Dehn. Hyatt hotels expanded aggressively along the West Coast during the next decade. However, it wasn't until 1967, when Hyatt Corporation opened the world's first atrium hotel that the Hyatt® name became known worldwide. The hotel's 21-story atrium tower lobby and dramatic departure from traditional hotel architecture changed the course of the lodging industry. The challenge to hotel architects was no longer to eliminate extra space; rather, to create grand, wide-open public spaces.By 1969, there were 13 Hyatt® hotels in the United States. That year, a subsidiary of the newly formed Hyatt International Corporation opened the first international hotel, the Hyatt Regency Hong Kong.Hyatt Regency® hotels are the core brand of Hyatt Hotels & Resorts®, offering guests opportunities to broaden their horizons and rejuvenate. Lobbies and rooms are designed to reflect the best of the local cultures, the food and beverage outlets are inventive, and exceptional technology, meeting, and fitness facilities are available.The Grand Hyatt® and Park Hyatt® brands were introduced in 1980 to further identify and market the diverse types of Hyatt Hotels & Resorts® worldwide. Grand Hyatt® hotels serve culturally rich destinations that attract leisure and business travellers as well as large-scale meetings and conventions. The hotels, reflecting a grand scale and refinement, include features such as state-of-the-art technology, sophisticated business and leisure facilities, banquet and conference facilities of world-class standard, and specialized programs that cater to discriminating business and vacation guests.Park Hyatt® hotels are the company's smaller, luxury hotels designed to cater to the discriminating individual traveler seeking the privacy, personalized service and elegance of a small European hotel. They offer a sense of sanctuary and luxury. In addition to state-of-the-art technology, Park Hyatt® hotels offer exceptional food and beverage facilities, intimate, understated surroundings, and 24-hour personalized service.Since the opening of Hyatt Regency Maui in 1980, Hyatt Hotels & Resorts® has become known as a leader in the creation and operation of dramatic luxury resorts as well. These include, for example, Hyatt Regency Kauai in Hawaii; Hyatt Regency La Manga in southern Spain; Bali Hyatt and Grand Hyatt Bali in Indonesia; Hyatt Regency Cheju on the southern coast of Korea; Hyatt Regency Sanctuary Cove and Hyatt Regency Coolum Spa & Resort in Australia's Queensland state; Hyatt Regency Guam in Micronesia; Hyatt Regency Thessaloniki in Greece, Hyatt Regency Kathmandu, Nepal, and Hyatt Regency Hua Hin in Thailand.Today, Hyatt Hotels & Resorts® specialize in deluxe hotels with meeting facilities and special services for the business traveler, operates hotels in major and secondary cities, airport locations, and leading resort areas throughout the world. With the new hotels under development, Hyatt International Corporation will be creating more than 20,000 job opportunities throughout the world. Hyatt Hotels & Resorts® have a reputation not only for their physical distinctiveness, incorporating local art and design, but also for the amenities and services provided. These special services include Hyatt Gold Passport®, Hyatt's renowned recognition and award program for the frequent traveler; Regency Club® and Grand Club®, VIP concierge floors; complimentary morning newspaper; specialty restaurants; and custom catering.

10

HYATT AND ITS BRANDS

1. PARK HYATT

Park Hyatt has a tagline of – ‘Luxury is personal’.

Park Hyatt Experience:

A visit to Park Hyatt and you will find yourself surrounded by contemporary luxury. Dramatic architecture and design where you are offered privacy, personalized service and peerless quality—from original works of art to culinary arts.

Understated elegance is the underlying philosophy at every Park Hyatt to provide you with sophisticated luxury. The architecture which surrounds you is a stunning display of contemporary design. World renowned architects and interior designers custom design each Park Hyatt to brilliantly combine modern style and timeless regional trademarks with grace and ease.

Local Touches:

Each Park proudly reflects its unique environment and culture. Wake up to the city you are in, with special local touches and detail found in each corner throughout the hotel. At Park Hyatt, you will experience the best each location has to offer—even if you choose never to leave the hotel.

Gracious Service:

Every Park Hyatt staff member is dedicated to providing you with an incomparable level of personalized service designed for the more discriminating of guests.

Exquisite cuisine:

Every Park Hyatt staff member is dedicated to providing you with an incomparable level of personalized service designed for the more discriminating of guests.

Pure Tranquillity:

Rejuvenate with an exquisite spa experience designed specifically to provide you with a total sense of purity, tranquillity and peace of mind and spirit.

Impressive Art Collection:

Park Hyatt hotels are home to some of the world’s finest art. From Ed Paschke to Gerhard Richter and many others, take a moment to discover the artistry and brilliance in the collection of paintings, sculptures or other Objets d’Art that enhance the beauty of each hotel’s contemporary interior.

11

2. GRAND HYATT

Grand Hyatt - For Leisure and Business Travel

Grand Hyatt Hotels serve large business destinations that attract leisure and corporate travellers, as well as large-scale meetings and conventions. The business hotels, reflecting grand scale and refinement, include state-of-the-art technology, sophisticated business and leisure facilities, banquet and conference facilities of world-class standard, and specialized programs that cater to discriminating business travel and vacation guests.

Grand Hyatt business hotels offer a variety of restaurants, cafes and bars.

Additional lobby lounges are provided for business travel guests to socialize and relax.

Meeting space in Grand Hyatt business hotels is typically, medium-to-large in size offering the perfect size for meetings and conventions.

The elegant ballrooms are perfect for hosting weddings, holiday and cocktail parties of grand scale.

Business travel centres are a standard feature of all Grand Hyatt hotels. Offering around the clock corporate travel services, such as secretarial needs and assistance with meetings held at the hotel.Grand Hyatt business hotels also offer modern fitness centres and a wide choice of recreational facilities. Fitness experts are readily available to offer any additional support.

12

3. ANdAZ

Created in response to the discerning traveller’s need for an experience that blends style with uncompromised service, ANdAZ focuses on a personal attention to detail and a dedication towards individual preferences

A renewal of the highest quality standards, the delivery of simple luxuries. ANdAZ delights the senses. Inspired music and the charm of the local voices. The taste of carefully prepared cuisine. The delight of unexpected details and a personal taste of comfort and place. Cultural sensitivities in harmony with a global perspective.

ANdAZ provides a completely new experience in the concept of hospitality

4. HYATT REGENCY

Hyatt Regency Hotels are among the company's best-known and familiar hotels located in leading business and group destinations around the world. These hotels feature stylish, contemporary design, abundant meeting facilities and extraordinary restaurants.

Hyatt regency is the oldest brand of Hyatt and the first hotel in this series was the Hyatt Regency Atlanta.

13

5. HYATT RESORTS

At a Hyatt Resort, local culture inspires unique experiences rarely found in travel guides. Distinctive architecture blends seamlessly with nature. Locally grown ingredients enhance hundred-year old treatments to give a unique spa experience. And gourmet regional cuisine never fails to excite the palate. At Hyatt Resorts in the continental United States, Hawaii, and the Caribbean, you will be immersed into the sights, sounds, and tastes of each destination. Discover 18 unique locations that will allow you to enjoy a true destination experience.

6.HYATT SUMMERFIELD SUITES

Now you can feel The Hyatt Touch® at Hyatt Summerfield Suites. Hyatt is reinventing the all-suites hotel with new design and amenities more in step with today’s travellers. You'll find free high-speed Internet, complimentary full breakfast and Evening Social, plus the convenience of a full kitchen.

Guests will enjoy innovative food and beverage options at the daily complimentary breakfast and the complimentary Evening Social that takes place Monday through Thursday. A Guest Market offers a variety of snacks, upscale frozen entrees and grocery items that can be used to prepare meals in your suite. Guests can also take advantage of our complimentary grocery shopping service.

At Hyatt Summerfield Suites you can stay fit and have fun at our StayFit® fitness centre, pool and recreational areas. Grab snacks at our 24-hour Guest Market. Or, if you want to grill on the outdoor BBQ pit, just give us your list for complimentary grocery shopping service. Plus, laundry facilities and dry cleaning service are also available.

Hyatt Summerfield Suites provides free high-speed Internet access and voicemail in its guest suites. Download documents, search websites and access email with connections that are fast, secure and reliable.

14

7. HYATT PLACEHyatt Place, a new kind of hotel that puts style, innovation and The Hyatt Touch® within everyone's reach. The guests will enjoy a spacious guestroom with a 42" flat-panel HDTV, signature Hyatt Grand Bed™, a plush Cosy Corner oversized sofa-sleeper that is separated from the sleeping area, and complimentary high-speed Wi-Fi internet access throughout the hotel.. Hyatt Place. It's so you™.

8. HYATT VACATION CLUBRelax in a spectacular resort atmosphere at the ocean, in the hills, or a beautiful red rock canyon at rates that are a fraction of the cost of a hotel room. Learn about a lifetime of vacations with Hyatt Vacation Club during your stay and receive a gift certificate that may be used for dinner, shopping or resort leisure activities. Inquire of your favourite location today and you will be on your mini-vacation as soon as you can travel.

15

CLASSIFICATION OF THE GLOBAL HYATT CORPORATION

HYATT in India

16

HYATT

HHCHyatt Hotels Corporation

HICHyatt International

Corporation

USA CANADA CARIBBEAN LATIN AMERICA

EAME

( Europe, Africa,Middle East)

ASPAC

Asia Pacific

1. Hyatt Regency – New Delhi

Introduction to Hyatt Regency New DelhiHyatt Regency, New Delhi stands for elegant and luxurious accommodation. The hotel is an impressive local landmark and is tailor-made to provide both the leisure and the business travellers with all the comfort that is expected from a hotel of its class.

Accommodation in Hyatt Regency New Delhi

An array of 508 exquisitely done up rooms and suites at Hyatt Regency, New Delhi are categorized into Presidential suites, Executive Suites, Terrace Suites, Regency club rooms, Pool facing rooms and Hyatt guestrooms. The slick rooms with its chic décor is also complete with a host of in-room amenities that comprise of Enhanced work desk lighting, Hairdryer, Minibar, Television, Dual line phones, Voicemail, high-speed Internet access, in-room safe, Coffee maker, Cable/satellite TV channels, Speakerphone, 24-hour concierge, Dataport, individual air conditioning control, Iron/ironing board upon request and morning newspaper.

Dining at Hyatt Regency New DelhiThe dining needs of the guests are taken care of by the on-site restaurants. At La Piazza, you can sample oven fresh pizzas along with other authentic Italian bill of fare. Aangan is the Indian restaurant that offers traditional Delhi cuisine that is an exotic blend of more than popular cuisines namely Bania, Kayastha, Muslim and Mughal. TK’s Oriental Grill stands for a unique dining experience. It features seven hot grills where the skilled chefs cook for the guests who are seated around the grill. Seafood, lobster and prawns are served here with delicate sauces that are a treat for your taste buds. The Café is the poolside restaurant that impresses the guests with its elaborate buffet style breakfast, lunch and dinner.

Other Facilities at Hyatt Regency New Delhi

Hyatt Regency, New Delhi has found favours with the corporate guests because of the modern business and conference facilities that it offers. Be it a formal meeting, wedding or any other event, the state-of-the-art conference and banquet facilities will ensure that the event is a grand success. One can avail the latest business facilities that comprise of high speed wireless connectivity, projector, translation services, audio visual equipment and skilled technicians. Among the recreational facilities that one can avail are included the swimming pool, tennis courts, sauna, Jacuzzi, Steam baths, Club Olympus Fitness Center, Boutiques and Beauty Salon. Hyatt Regency, New Delhi feature an extensive range of additional facilities and services that include 24 hour front desk, babysitting service, car rental service, dry cleaning, laundry service, tour service, room service, travel services, currency exchange, concierge desk, luggage storage, cash machine, smoke detectors and safe deposit boxes.

2. Grand Hyatt Mumbai

17

Introduction

Grand Hyatt Mumbai (Maharashtra, India) is a city landmark. Built on 10 acres of prime land

in the centre of Mumbai (Bombay), Grand Hyatt Mumbai is a multidimensional lifestyle

complex that includes luxurious hotel accommodation with Hyatt's signature Grand Club®

facilities, a range of exciting and innovative Indian and international dining options with the

Entertainment Centre, 147 serviced apartments, one of the city's largest banquet and meetings

facilities, the multilevel Grand Hyatt Plaza for international-style shopping and Club Oasis

Fitness Centre and Spa.

The 10 acre complex is strategically located 10 minutes from the domestic airport, 20

minutes from the international airport and five minutes from the rapidly developing financial

district of Bandra-Kurla, which also houses the American School of Mumbai and Dhirubhai

Ambani International School - two of the city's best-known international schools.

Facilities

Grand Hyatt Mumbai's Club Oasis offers an extensive Fitness Centre and Spa equipped with

a state-of-the-art gymnasium, a Spa with a wide range of relaxing treatments, steam rooms,

Jacuzzis and an outdoor pool. Tennis courts are also available.

A 24-hour Business Centre provides a broad range of services 24 hours a day for the

convenience of the business traveller.

Grand Hyatt Plaza comprises two levels of shopping outlets across 100,000 square feet / 9290

square metres, offering a diverse range of international and local products.

Additional Facilities

In-room broadband high-speed Internet access and dataports are part of the flexible work area

Flat screen colour television with cable television channels

Beauty Salon

Tennis courts

Choice of four restaurants serving a range of cuisine

24-hour Room Service

Multilevel Entertainment Centre

18

http://www.nivalink.com/travel/mumbaiwestern.html

http://www.nivalink.com/hyatt/index.html

Meeting room facilities

24-hour Manager on duty

Doctor on call, associated with Cleveland hospital

Technology Concierge

Safe-deposit facilities

Foreign exchange facilities

Chauffeured cars on hire

Travel Desk

24-hour laundry service

Convenient indoor shopping mall with exclusive shops

Gourmet Store

700-space underground car park for residents and guests

Extensive landscaping and upper courtyard gardens with trees and abundant water features

Kids' play area

3. Hyatt Regency – Mumbai

Introduction

Hyatt Regency Mumbai (Maharashtra, India) is the city's premier gateway hotel.

Located adjacent to Mumbai's international airport and minutes from the

domestic terminals, Hyatt Regency Mumbai is the preferred hotel for corporate

travellers visiting the city of Mumbai.

Hyatt Regency Mumbai's dramatic lobby interiors feature floating ebony coffers

and stacked glass creations enhanced by mood lighting. This unique hotel lobby

19

http://www.nivalink.com/travel/mumbaiwestern.html


design combines Italian marble and structural glass with an abundance of

natural light.

Accommodation: All the 397 guest rooms and suites are equipped with

broadband instant internet access, executive bars, tea and coffee making

facilities, in-room safes that can accommodate standard-sized laptops,

individual climate control, two-line telephones and voicemail messaging

system.

4. Park Hyatt Resort and Spa– Goa

Introduction

Park Hyatt Goa Resort and Spa is a 251 room spa-resort in the heart of pristine South Goa.

The hotel reflects Goa's rich cultural heritage in design and brings a new vision and standard

of hospitality to the Indian sub-continent.

As a Park Hyatt, it will be characterised by a distinguished sense of place, incomparable

design and architecture, beautifully appointed guest rooms and suites, superior amenities and

facilities, and creative cuisine.

Within fifteen minutes from the airport, Park Hyatt Goa Resort and Spa evokes the

Mediterranean atmosphere of a Goan village. 251 beautifully appointed rooms in Indo-

Portuguese pousadas are nestled among glimmering waterways and lagoons set within 45

acres of lush beachfront gardens right on Arrossim Beach in South Goa.

Access : The nearest airport is at Dabolim - 10 kms . The nearest railway station is at

Madgaon - 10 kms.Distances: Panaji : 35 kms, Calangute : 50 kms, Anjuna : 60 kms

AccommodationGuest rooms are spacious and stylishly contemporary, with large open verandas or balconies.

The unique open-plan marble bathrooms combine the qualities of a personal spa with sunken

baths and rain showers.

Regency Club

20

http://www.nivalink.com/goa/beach.html


The resort's Regency Club offers exclusive accommodation with butler and concierge

services and an elegant lounge with a wrap-around deck and promenade.

Sereno SpaPark Hyatt Goa Resort and Spa is designed to rejuvenate body, mind and soul. Luxuriate in

the resort's outstanding Sereno Spa, featuring indoor and outdoor pavilions around an inner

courtyard.

ActivitiesLand and water sports, miles of sandy white beaches and balmy breezes off the sea promise

unforgettable days in the sun.

Children can enjoy the entertaining and educational youth activities at Camp Hyatt or revel in

India's largest outdoor swimming pool and waterslide.

DiningAt the heart of the resort village, a collection of plaza restaurants offers a variety of culinary

delights to tempt every palate.

Banquets and Conferences'Salcette', the spectacular ballroom, and two smaller function rooms can set the scene for

everything from technologically advanced corporate meetings to the most festive social

gatherings.

5. Hyatt Regency – Kolkata

Introduction

Hyatt Regency Kolkata (West Bengal, India) is a premium business hotel, contemporary in design with

innovative hospitality concepts and classic standards of service and excellence. Located in the emerging

business district of Salt Lake City, Hyatt Regency Kolkata is just a 20-minute drive from both the city of

Kolkata and Kolkata's Netaji Subhas Chandra Bose International Airport.

Set on 6.5 acres of landscaped grounds, this modern hotel's 235 technologically equipped guest rooms and suites

are amongst the largest in Kolkata. The hotel's luxurious bathrooms, which occupy more than a third of the

21

http://www.nivalink.com/westbengal/business.html


room, rich wood floors and panoramic windows, overlooking beautiful parkland, are some of the features

unique to Hyatt Regency Kolkata.

Accommodation : There are 235 generously sized rooms, among which there are 152 guest rooms, including

32 non-smoking rooms and two rooms for physically challenged guests.

Facilities : The facilities at Club Prana rejuvenate both body and soul. Work out in our well-equipped gym, or play a game of tennis or squash. Wind down with a relaxing Thai or Swedish massage, steam and sauna or therapeutic Ayurvedic spa treatment.

Grand Hyatt Mumbai

22

Introduction

Grand Hyatt Mumbai Hotel is in the centre of Mumbai, India. More than a hotel, Grand Hyatt Mumbai is a multi-dimensional lifestyle complex set on 12 acres of landscaped gardens and water features. Located just ten minutes from Mumbai’s domestic airport and twenty minutes from the international airport, the hotel is in close proximity to Bandra-Kurla complex, Mumbai’s rapidly developing business district. The Grand Hyatt Mumbai hotel complex features luxurious accommodation, contemporary serviced apartments, dining and entertainment options, spa, recreation and fitness facilities, conference and exhibition spaces and an international shopping plaza. The complex’s multiple lifestyle features make it a Mumbai destination in itself.

Grand Hyatt Mumbai

Off Western Express Highway, Santacruz (East)

Mumbai, India – 400055

Tel: - +91 22 6671234, Fax :- +91 22 6676 1235

23

Email : - [email protected]

Website : - www.mumbai.grand.hyatt.com

Architect : Lohan Associates Chicago, Illinois, USA

Interior : Chhada Seimbieda Remedios, California, USA

Landscape : SWA Group Sausalito, California, USA

Interior/Landscape lighting: Integrated Lighting Design, Marina Del Ray CA USA

Art Work : Rajeev Sethi Scenographers, New Delhi

24

http://www.mumbai.grand.hyatt.com/

mailto:[email protected]

Functional Strategies

Brand Vision

Grand Hyatt Mumbai’s extensive facilities will exceed the needs of customers and will bring the developing north and established south together in central Mumbai, altering the standards for the industry. This will differentiate the facility from its nearest competitors by offering a complete lifestyle experience no yet seen in South Asia.

It shall, through innovation and continual improvement, raise the standards of hospitality set in India. This, coupled with the complete lifestyle experience provided by the product itself, shall differentiate Grand Hyatt Mumbai from its competitors in South Asia.

Grand Hyatt Mumbai will retain a team of highly motivated and youthful professionals, united in spirit and attitude. The team will be empowered to take business decisions that exceed customer expectations while remaining focused on increasing profit.

Food and Beverage Vision

25

To design and operate consistent and profitable food and beverage facilities that are recognised as the leader in their local market.

Finance Vision

To enhance the financial processes and systems that protects the owner’s assets and maximise profitability.

Human Resources Vision

To be a motivated team of multi-skilled individuals who embody Hyatt’s culture goals, and values in a changing business environment.

Marketing Vision

To be recognised by our customers, owners and employees as the leader in the industry in understanding their needs, developing products, providing services and communications which exceed expectations.

Rooms Vision

To provide exceptional guest service and a profitable state-of-the-art room’s product that meets current and future business and leisure travel needs.

Technology Vision

26

To harness new and existing information and technology to make better business decisions, improve efficiency and customer satisfaction, enhance revenues and decrease the cost of doing business.

Hyatt Culture Characteristics

Culture is our shared beliefs, practices and behaviours that best represent working at Hyatt International. The Culture Characteristics that have made Hyatt International successful to date reflect the way we work to achieve our objectives and must be understood and embraced by every employee.

We are INNOVATIVE.

We work through TEAMS.

We CARE for each other.

We encourage PERSONAL GROWTH.

We are MULTICULURAL.

We are CUSTOMER FOCUSED.

27

Touches of Hyatt

Greet Guests Warmly

Use the guest’s name, make eye contact.

Say Goodbye Warmly

Let guests know you look forward to welcoming them back.

Accept Compliments humbly

Graciously thank guests and colleagues.

Resolve Guest complaints

Take ownership, Solve the problem courteously and promptly, say “no” only when absolutely necessary.

Treat Others Respectfully

With warmth and humility, including guests, owners, colleagues and the local community.

Escort Guests Personally

Rather than pointing out directions.

Answer the Phone Professionally

Within three rings, with a smile in your voice, thank guests for holding.

28

Take Pride in Your Appearance

Remember that first impressions count.

Work Safely and Cleanly

Take pride in your workplace.

Maintain Your Work Environment

Fix and report defects, respect the environment, recycle and conserve energy.

Grand Hyatt Mumbai - Unique Selling Points

The Hyatt Brand, Hyatt international Hotels & Resorts is an exclusive group of hotels, which have earned a reputation for quality, excellence and personalised service. Rand Hyatt Mumbai is one of the 17 exclusive Grands within Hyatt International Corporation’s hotel portfolio and one of six Hyatt hotels in South Asia.

Multi-Dimensional lifestyle complex, consisting of a hotel, residences, conference, event and meeting spaces, restaurants, entertainment centre, fitness centre and spa, shopping mall.

Location, strategically located in Central Mumbai to service the needs of South, Central and North Mumbai, close to the Bandra-Kurla Complex, 10 minutes from the domestic airport and convenient access to the International airport.

Rooms, a large room inventory to support large MICE functions. Each room is equipped with functional work stations with access to high speed, uninterrupted broadband connectivity.

Apartments, ideal for long-term staying guests requiring accommodation for more than 30 days.

29

MICE, choice of premium indoor and outdoor locations within the hotel for exhibitions and events, drive-in ability of the Grand Ballroom and Grand Salon overlooking the central courtyard with the 40ft waterfall and lush landscaping.

Technology, centralised state-of-the-art audio visual technology in-built into the Grand ballroom, video and tele-conferencing, broadband connectivity, ceiling tracks for lighting and hanging speakers in the Grand Ballroom.

Food and Beverage, four restaurants with the facility of room service, a gourmet store and an entertainment centre.

Food and Beverage – MICE, creative themes with innovative food and beverage concepts, restaurant-driven menus and live food stations at events. Al fresco dining options at most function rooms.

30

Product and Facilities1. Hotel Accommodation

Grand Hyatt Mumbai complex features a 547-room hotel with the widest variety of five star accommodations in the city.

Grand King

Enjoy floor-to-ceiling windows with courtyard or city views, plus modern decor with light Sycamore wood panelling and golden Jaisalmer stone. Spacious 40-sq.-metre interiors include a king bed, marble bath with separate tub and shower and oversized work desk with high-speed Internet access. Balcony available in some rooms.

Amenities

Oversized work desk

Marble bath

24-hour room service

Tea/coffee making facilities

Cable/satellite TV channels

31

Dual line phones

Voicemail

Dataport

24-hour concierge

Safe large enough to store and charge laptop computer

Crib upon request

Fruit

Slippers, Guest toiletries

Robes

Hairdryer

Minibar

25 inch TV

Video on demand

Speakerphone

High-speed Internet access

Individual air conditioning control

Technology concierge

Morning newspaper

Mineral water

Phone in bathroom

Grand Queen

Modern decor featuring Sycamore wood panelling and golden Jaisalmer stone complements city or courtyard views in a spacious 40-sq.-metre room. Elegant interiors include a queen-sized bed, marble bath with separate tub and shower

32

and oversized work desk with high-speed Internet access. Balcony available in some rooms.

Amenities

Oversized work desk

Hairdryer

Minibar

25 inch TV

Video on demand

Speakerphone

Dataport

24-hour concierge


Morning newspaper

Mineral water

Phone in bathroom

Robes




Dual line phones

Voicemail




Crib upon request

33

Fruit


Grand Twin

Enjoy floor-to-ceiling windows with courtyard or city view, plus modern decor with light Sycamore wood paneling and golden Jaisalmer stone. Spacious 40-sq.-metre interiors include two twin beds, marble bath with separate tub and shower and oversized work desk with high-speed Internet access. Balcony available in some rooms.

Amenities

Oversized work desk

Marble bath




Dual line phones

Voicemail

Dataport


Morning newspaper

Mineral water

Phone in bathroom

34

Robes

Hairdryer

Minibar

25 inch TV

Video on demand

Speakerphone




Crib upon request

Fruit


Club King

VIP accommodations include modern decor with Sycamore paneling and Jaisalmer stone, complementing a king bed, marble bath and work desk with complimentary high-speed Internet access and chocolates upon arrival. Lavish Grand Club amenities including complimentary boardroom usage, airport transfers and a private lounge offering American breakfast, refreshments, cocktails and canapés.

Amenities

Oversized work desk

Marble bath




35

Speakerphone

Complimentary high-speed Internet access



Morning newspaper

Mineral water

Fruit


Robes

Hairdryer

Minibar

25 inch TV

Dual line phones

Voicemail

Dataport

24-hour concierge


Crib upon request

Complimentary chocolate box

Phone in bathroom

Club Queen

VIP accommodations include modern decor with Sycamore paneling and Jaisalmer stone, complementing a queen bed, marble bath and work desk with complimentary high-speed Internet access and chocolates upon arrival. Lavish

36

Grand Club amenities including complimentary boardroom usage, airport transfers and a private lounge offering American breakfast, refreshments, cocktails and canapés.

Amenities

Oversized work desk

Marble bath




Speakerphone

Dataport

24-hour concierge


Crib upon request


Phone in bathroom


Robes

Hairdryer

Minibar

25 inch or larger TV

Video on demand


37



Morning newspaper

Mineral water

Fruit

Phone in bathroom

Club Twin

VIP accommodations include modern decor with Sycamore panelling and Jaisalmer stone, complementing two twin beds, marble bath and work desk with complimentary high-speed Internet access and chocolates upon arrival. Lavish Grand Club amenities including complimentary boardroom usage, airport transfers and a private lounge offering American breakfast, refreshments, cocktails and canapés.

Amenities

Oversized work desk

Marble bath




Dual line phones

Voicemail

Dataport

24-hour concierge


Crib upon request

38



Robes

Hairdryer

Minibar

25 inch TV

Video on demand

Speakerphone




Morning newspaper

Mineral water

Fruit

Grand Suite King

Sophistically designed featuring floor to ceiling windows offering a garden or a city view, this suite is a spacious 52 to 61 sq-meters guest room with self contained work desk with complimentary high speed Internet access, and marble bath with separate shower area. Lavish Grand Club amenities including complimentary boardroom usage, airport transfers and a private lounge offering American breakfast, refreshments, cocktails and canapés.

Amenities

Bottle of Wine

Marble bath

Tea/Coffee making facilities

39

Dual line phones

Crib upon request


Robes

Minibar

Video on demand

Dataport

Morning newspaper

Voicemail

Fruit


Self contained work desk



Phone in bathroom

Mineral water


Hairdryer

25 inch TV

24-hour concierge


Speakerphone



40

Verandah Suite King

Garden and city views greet you from an oversized, furnished balcony adjacent to a 64-sq.-metre suite featuring a king bedroom, a separate living area, marble bath with separate tub and shower, oversized work desk with complimentary high-speed Internet and chocolates upon arrival. Lavish Grand Club amenities including complimentary boardroom usage, airport transfers and a private lounge offering American breakfast, refreshments, cocktails and canapés.

Amenities

Balcony

Oversized work desk

Marble bath




Dual line phones




Morning newspaper

Mineral water

Bottle of Wine

Phone in bathroom

Separate living area

Robes

41

Hairdryer

Minibar

25 inch TV

Video on demand

Speakerphone

Dataport

24-hour concierge


Crib upon request


Fruit


Grand Executive Suite

Floor-to-ceiling windows offer garden or city views in a luxurious 78-sq.-metre suite with a king bedroom, spacious living area, marble bath with separate tub and shower, self-contained work desk with complimentary high-speed Internet access and chocolates upon arrival. Lavish Grand Club amenities including complimentary boardroom usage, airport transfers and a private lounge offering American breakfast, refreshments, cocktails and canapés.

Amenities


Robes

Hairdryer

Minibar

25 inch TV

42

Video on demand

Speakerphone




Morning newspaper

Mineral water

Bottle of Wine

Phone in bathroom

Oversized work desk

Marble bath




Dual line phones

Voicemail

Dataport

24-hour concierge


Crib upon request


Fruit


43

Diplomatic Suite

Elegant 86-sq.-metre suite with stunning views of the majestic 40 foot waterfall features modern Sycamore panelling and Jaisalmer stone, complementing a separate king bedroom, spacious living areas, marble bath with tub and shower, self-contained work desk with complimentary high-speed Internet access and chocolates upon arrival. Lavish Grand Club amenities including complimentary boardroom usage, airport transfers and a private lounge offering American breakfast, refreshments, cocktails and canapés.

Amenities


Robes

Hairdryer

Minibar

25 inch TV

Dual line phones

Voicemail

Dataport

24-hour concierge


Crib upon request


Fruit


Oversized work desk

Marble bath


44



Speakerphone




Morning newspaper

Mineral water

Bottle of Wine

Phone in bathroom

Presidential Suite

Sycamore wood panelling and beautiful garden views complement a luxurious 166-sq.-metre suite with furnished balcony, luxurious bedroom, separate living area, work desk with complimentary high-speed Internet access, kitchenette and marble bath with jetted spa tub, shower and steam room. Enjoy exclusive extras including personal butler and technology concierge, wine and chocolate upon arrival, private bar, limousine airport transfers and access to the private Grand Club lounge with full amenities.

Amenities

Balcony

Kitchenette

Additional window in bedroom (suites)

Robes

Hairdryer

Minibar

45

Plasma TV

DVD player

Speakerphone

Voicemail


Printer/copier

24-hour concierge



Crib upon request

Wine, Fruit basket, Chocolates

Patio

Separate sitting area

Oversized work desk

Marble bath


Coffee maker


Dual line phones

Cordless phone(s)

In-room fax machine

Dataport


Private concierge

46

In-room safe

Morning newspaper

Mineral water

Grand Hyatt Residences

Introduction

Grand Hyatt Mumbai Residences offers 147 fully furnished, spacious and contemporary apartments, offering residents a comfortable and stylish place to call home while on extended stays in Mumbai.

Apartments are air-conditioned, fully equipped; open-plan apartments are available in flexible configurations of one, two and three bedrooms, with several featuring a private veranda with courtyard or city views.

The generously proportioned and well appointed Grand Hyatt Residences are the city’s most contemporary and spacious serviced apartments.

With an address convenient to the city’s two international schools; key business districts; the airports and Bandra, with its well-entrenched neighbourhood, shops and restaurants; Grand Hyatt Residences provides the premier alternative to a suburban lifestyle.

Email: [email protected]

Features

Characterised by a fresh and modern design, the residences are created to provide luxury and comfort in a home-style atmosphere. Their seamless, open-plan and contemporary style features light-hued Sycamore wood panelling paired with golden Jaisalmer stone to give a feeling of space and serenity in every room.

The apartments are available in flexible configurations of one, two and three bedrooms, and all are fully furnished, with several offering a private veranda with courtyard or city views. The size of the apartments varies from 72 sq. m. /

47

mailto:[email protected]

http://residences.mumbai.grand.hyatt.com/index.htm

775 sq. ft. to 219 sq. m. / 2360 sq. ft., with some featuring a private patio with garden furniture, overlooking the pool.

Apartments are equipped with a functional workstation with broadband Internet connectivity, a private telephone number, two telephone lines with international direct dialling, voice messaging and fax line capability.

Living and Dining Room

The separate living room features contemporary sofas and armchairs, and a dining area with seating for four to six people. Warm, sophisticated and welcoming, the living room is ideal to lounge around or entertain friends. Several one-bedroom apartments with a private patio and garden furniture overlook the pool and are ideal to soak in the sun or enjoy the evening over some great wine.

Bedroom and Bathroom

The bedrooms offer comfortable ergonomic beds, goose down duvets, feather pillows and electronically controlled shades. Some apartments offer walk-in wardrobes with ample storage space. All rooms are equipped with individual temperature controls, a large flat-screen television, a DVD player, a vanity table, iron and ironing board, and an in-room safe. The bathrooms feature spacious bath areas, a hair dryer, and towel hampers.

Kitchen

The spacious, Western-style kitchens are fully equipped with cabinets, countertops and a sink. The fittings also include a top-of-the-line refrigerator, electric cook top and oven, exhaust hood, microwave, toaster, electric kettle, coffee-maker, dishwasher, personal front loading washing machine cum spin drier, chinaware, silverware, glassware and basic cooking utensils.

48

Exclusive facilities and services offered to residents include:

Welcome kit and city guide

Dedicated Concierge

Dedicated swimming pool with Sunday BBQ (weather permitting)

Children’s play area with special activities such as art and craft, storytelling, indoor games, etc

Baby-sitting

Doctor on call

24-hour security

International standard emergency and security systems installed on each floor

Daily housekeeping and twice-weekly linen change

Private lobby and designated underground car parking

Delivery of groceries, vegetables, meats and other products from the Gourmet Store, as well as provision items

In-room dining with options from the speciality restaurants

Convenient access to the hotel’s restaurants, Business Centre, Fitness Centre & Spa and shopping plaza

English daily and financial newspaper

2. Guest Services49

Hotel Services & Amenities

Grand Hyatt Mumbai provides a wide range of services guaranteed to satisfy the needs of the most discerning guests. Just a few of the conveniences the hotel offers include the Business Centre, multilingual staff, and babysitting. The Concierge can assist with travel arrangements, limousine hire, photo processing, and in many other ways to ensure a comfortable and memorable stay. Whether it is living, dining, entertaining, shopping or relaxing, the complex’s multiple lifestyle features under one roof makes Grand Hyatt Mumbai a complete destination in itself.

i) Business Services

Business Centre

The Business Centre at Grand Hyatt Mumbai is a central hub for all business travellers who require to use its spacious meeting room facilities, secretarial services and computer and e-mail access. Business Centre personnel also help with laptop, mobile phone and conference equipment rentals.

Five private meeting rooms with seating for 7 to 16 guests

Four individual, fully equipped workstations with computers, colour printers and broadband connectivity

ii) Hotel Shops

50

The Grand Hyatt Plaza The Grand Hyatt Plaza is a 9290-square-metre / 100,000 square-foot retail area that redefines the shopping experience in the city. Designed by the same team as the dramatic Grand Hyatt Mumbai, the mall is set over two levels around a central atrium. With completely air-conditioned interiors and car parking facilities for close to 700 cars, the plaza is designed to accommodate the casual day shopper and the in-house hotel or apartment guest. The shopping plaza is of special interest to guests who are part of a convention or banquet group in the hotel's extensive conference facilities.

The plaza features the Gourmet Store where shoppers can sit down and rest over a quick, light meal or share shopping tips over a cappuccino or a sandwich. Additional and exciting dining options are also available, including a casual meal at Grand Café or one of the speciality cuisine-based restaurants.

iii)Transportation

Hotel Transportation Services:


Travel Desk

BMW 7-series available for hire

Distances To and From the Hotel

International airport - 9 km (20 minutes by car)

Domestic airport - 3 km (10 minutes by car)

Bandra-Kurla Complex - 3 km (5 minutes by car)

Nariman Point (town centre) - 21 km (40 minutes by car)

3. Onsite Services

51

In-room broadband high-speed Internet access and dataports are part of the flexible work area

25 inch colour television with cable/satellite channels

Two outdoor swimming pools including a kid's pool

Christiaan Georgio, Hair & Beauty Salon

Outdoor recreation including tennis, basketball, beach volleyball and a 100 metre paved jogging track

Choice of five restaurants serving a range of cuisine

24-hour Room Service

Meeting room facilities

24-hour Manager on duty

Babysitting service

Doctor on call, associated with Asian Heart Hospital

Technology Concierge

Safe-deposit facilities

Foreign exchange facilities


Travel Desk

24-hour laundry service

The Grand Hyatt Plaza with exclusive boutiques

Gourmet Store

700-space underground car park for residents and guests

Extensive landscaping and upper courtyard gardens with trees and abundant water features

Kids' play area

52

Internet

Stay connected during your stay with us. Following are the types of Internet access and availability.

Guest Rooms:

High-Speed Internet - Wired

Meeting Rooms:


High-Speed Internet - Wireless

Public Areas:


High-Speed Internet - Wireless

Dining and Entertainment

Restaurants

53

Grand Hyatt Mumbai offers a range of exciting and innovative Indian and international dining options in the hotel's five speciality restaurants that include China House – a new and unique paradigm to dining and lounging, M - grill with a Martini bar and wine libraries, Celini - for truly home-style Italian cooking, Grand Cafe - the all-day dining cafe, Soma - the Indian restaurant with tandoor specialities as well as the Gourmet Store and The Bar.

China House

Designed to exude the warmth of a typical Chinese home, China House offers casual dining with a modern approach. The cuisine which is imaginative yet simple emphasises on home-style Sichuan cuisine, but also features signature Chinese delicacies including Peking duck, Beggar’s chicken, Hand-pulled and Dan Dan noodles and a host of sumptuous desserts.

The plush lounge with modest opulence is a perfect setting for intimate lounging and conversations over pre-dinner drinks or late night cocktails.

Hours:

Lunch 12:30 pm – 3:00 pm

Dinner 7:00 pm – 12:00 midnight

The Lounge 8:00 pm – 3:00 am

Location: Access from the lobby level

M

M, Grand Hyatt Mumbai’s offering a grill, Martini bar and wine library, is the first of its kind in India. M is the hotel’s principal Western restaurant with its

54

culinary objective to offer select vegetables, best cuts of prime meats, seafood and poultry from select locations around the world, using traditional cooking methods.

M also features the M Bar, with a Martini list, Mumbai’s most extensive, featuring more than 40 choices, making it the perfect haven for a Martini lover. The dramatically lit Molteni open show kitchen, floor- to- ceiling windows with views of the 40 ft waterfall and the two exclusive semi-private dining rooms that hold 1,400 bottles of wine further enhance the look and feel of this unique and impressive grill.

Hours:

Breakfast7:00 am - 10:30 am (Mon-Sat Only)

Dinner 7:00 pm - 12:00 midnight

Sunday Brunch 12:00 noon – 4:00 pm

M Bar 7:00 pm – 12:00 midnight

Location: Entry from the lobby level next to The Bar

Celini

Celini, truly Italian, home-style cooking embraces traditional Italian recipes and presents them with a modern approach. Exuding and understated elegance, Celini’s interiors are contemporary and simple. The restaurant showcases a

55

wood-fired pizza oven, rotisserie and charcoal grill – all built into its show kitchen designed by Molteni of France.

Hours:

Breakfast Monday to Friday 6:00 am – 10:30 am

Weekends and Public Holidays 6:00 am – 11:00 am

Lunch 12:30 pm – 3:00 pm


Late Night Dining

12:00 midnight – 6:00 am

Location: Lobby level

Executive Lunches at CeliniFrom Monday to FridayAimed at executives with busy schedules, the executive lunch at Celini is quick, efficient and simple, yet delicious, and offers choices of appetisers, main courses and desserts.

Grand Café

Grand Café, the all-day dining café, offers Indian and International cuisine in a casual and lively atmosphere. Ideal for a light meal of deliciously fresh ingredients accompanied by a glass of good wine, the restaurant’s proximity to

56

the hotel’s shopping mall, The Grand Hyatt Plaza, provides the perfect fortification for a shopping spree. The restaurant also offers exciting breakfast, lunch and dinner buffets. The restaurant features an exquisite blend of both traditional and international favourites on its impressive menu.

Hours:

A La Carte Breakfast Monday to Friday 7:00 am – 10:30 am

All Day Dining 10:30 am - 1:00 am

Lunch Buffet 12:30 pm – 3:00 pm

Dinner Buffet 7:00 pm – 12:00 midnight


Soma

Grand Hyatt Mumbai’s Indian restaurant, offers authentic regional and tandoor-grilled cuisine. The food is simple, with a selection of tandoor-grilled meats, seafood and vegetables, each prepared 'live' to perfection. The tandoor show

57

kitchen is the restaurants central feature, allowing you to see skilled chefs preparing your meal right before your eyes. The restaurant also serves a traditional Indian 'thali' for lunch. The colourful and eclectic art at Soma reflects the moon in its serene traditional moods providing the ideal ambience for savouring authentic and traditional Indian cuisine.

Hours:

Lunch 12:30 pm – 3:00 pm



Gourmet Store

Located on the ground level of the Grand Hyatt Plaza, the ‘Gourmet Store’ is a culinary representation of the taste and style of Grand Hyatt Mumbai and a one stop-shopping destination for virtually any meal period of the day with emphasis on quick, efficient and non-complicated service at all times.

The Gourmet Store features a large selection of gourmet delicatessen items such as cheese, cold cuts, home-made salads, meats, made to order sandwiches as well as coffee, an array of teas, smoothies, milkshakes are also offered as take away or be consumed at the Gourmet Store. A selection of cakes, breads, decorative pastries and cookies packaged in specially designed packaging are also offered within the outlet.

Hours: 7:00 am - 9:00 pmLocation: The Grand Hyatt Plaza, access from Grand Café

Lounges/Bars

M Bar

58

M for Martini, Malt, Magnum, Merlot, Mango, Mocha, Manhattan, Molteni... Mumbai! The M Bar with Mumbai’s most extensive Martini list offers the city a choice of more that 40 different kinds of Martinis making it the perfect haven for a Martini lover. From the popular Cosmopolitan Martini to the Bollywood Baby Martini, the Martini bar is taking Mumbai’s cocktail set by storm.

Hours: 7:00 pm – 12:00 midnightLocation: Entry from the lobby level next to The Bar

The Bar

The Bar is centrally located at the lobby level, adjacent to all the restaurants making it an ideal place to sit back and unwind with pre and post dinner drinks. The wine list at the bar includes an eclectic range of vintage wines and Champagnes from across the globe, which is sure to lure any wine connoisseur. For all single malt enthusiasts, it also offers an extensive selection of whiskies including scotches, double and single malts.

Hours: 12:00 noon - 1:00 amLocation: Lobby level

China House Lounge

59

Launched in May 2007, China House is a new and unique paradigm to dining and lounging in the city of Mumbai. Located on a separate level, the multi-level lounge is the perfect setting for intimate lounging and conversation, whether over dinner, or for pre-dinner drinks or late night cocktails.

The main feature of the lounge is the centre, island-style LED light bar, with an array of bottles and unconventional glassware that appear suspended on large glass shelves overhead. Avant-garde interiors form a part of the single private room, while semi-private booths with plush oversized armchairs and open spaces add to the space as the music lingers in the air. The in-house signature beverages, from the classics to the unique after-dinner cocktails, enhance the feel of the lounge even further.

Located on the mezzanine level is “I deck”, the private area which is minimally lit and akin in decor to a private lounge. This relaxing retreat offers the perfect setting to linger after dinner over a fine single malt or to celebrate an occasion with a few near and dear ones. And, if the mood takes them, guests can break away from the seductive atmosphere, switch gears and connect to their own I-pod, listen to their own music and sink into the mesmerising feel of being in their own arena. After all, the “I deck” is all about your unique personality. Multi-faceted in spirit, the China House lounge area serves as a versatile retreat and the ideal place to linger after dinner over a drink, or to party to the music spun by the in-house DJ.

Hours: 10.00 pm - 3.00 amLocation: Access from the lobby level

60

Industrial Training

Training Schedule

61

Department Duration

Food and Beverage Service – Soma Nov 06 2008 – Dec 01 2008

Culinary – Bakery Dec 02 2008 – Jan 02 2008

Housekeeping Jan 03 2008 – Feb 01 2008

Front Office – Bell Desk Feb 02 2008 – Feb 28 2008

Specialisation – Front Office (Concierge) Mar 01 2008 – Mar 14 2008

62

Front Office

Departmental Scope & Responsibility

63

ROLE OF FRONT OFFICE

Rooms Division comprises of a wide range of diverse operations, which share the common aim of providing guests with the highest levels of comfort, service and security.

The Front Office employees play a vital role in the creation of a positive first impression of the establishment through an on-going rapport with guests. In addition, the Front Office employees are influential in shaping the city’s perception and judgement of the hotel.

The impression which we aim to achieve is one of quick and efficient service by friendly, courteous, informative and helpful employees.

Our guests must have the feeling that they are being taken care of by people who are genuinely interested in their well-being.

In order to achieve this goal, it is imperative that all front Office employees develop a strong and positive working relationship with all other departments.

It is the individual responsibility of each and every employee to foster a close understanding of the roles of their colleagues in other departments and to develop an empathy with te problems that they may be encountering.

64

Front Office is to ensure maximum yield in terms of occupancy and room rates.

1. To ensure that state-of-the-art technology is used to its maximum potential for data collection and administration, ensuring an efficient and complete guest service is delivered at all times.

2. To function as the “control centre” of the hotel, providing a 24-hour service for the handling of all guests’ requirements.

3. To ensure effective communication with all departments in order to facilitate our efficient service to our guests.

All employees must have full knowledge of all hotel facilities and services, and be fully conversant with all aspects of the city/area attractions to ensure that all questions can be answered immediately.

All Front Office employees must be fully trained in their job functions to ensure they are able to handle any situation that may arise in a responsible and professional manner.

As a large and extensive operation generating a major portion of the hotel’s revenue, it is important that all areas are effective in maintaining costs and controlling expenditure to enhance overall profitability.

65

FRONT OFFICE - GOALS

The key front Office Goals are:-

1. To recruit young, energetic and well-motivated employees for the Reception and Cashiers, who are capable of providing our guests with a friendly yet formal atmosphere, thus creating a more comfortable environment.

2. To reduce payroll costs through the maximum use of state-of-the-art technology.

3. To utilise the full potential of data retrieval and communications, e.g. guest history.

4. To standardise the hotel’s approach to guest service and the layout of guest areas to ensure a consistent standard throughout the hotel.

5. To further increase the guest satisfaction through the introduction of new services and more efficient standards recognising customer’s loyalty to meet the demands of the frequent traveller.

6. To promote Hyatt’s loyalty program Gold Passport and to encourage Brand Awareness in Mumbai.

FRONT OFFICE – CONCEPT STATEMENT

66

1. Location

Front Office areas include reception and cashiering. These areas are located on Lobby level.

2. Manning

It is the philosophy of the Division to recruit young energetic employees who are committed to long-term career opportunities with Grand Hyatt Mumbai and Hyatt International.

3. Operating Philosophy

Employees will promote a work environment that encourages personalised and friendly service.

Employees are not restricted behind counters, but are stationed by the lift landings and lobby areas on lobby level to greet, welcome and assist all guests.

Knowledgeable employees will provide recommendations and direct guests personally to their desired locations.

Employees will adopt a never say “No” approach to any guest request. If a guest cannot be completed a suitable alternative will be arranged.

Employees are encouraged to take ownership in serving guests so as to exceed expectations.

67

At registration, guests will be welcomed to Grand Hyatt Mumbai. Return guests will be welcomed back using the guest name where ever possible.

A clean database of hotel guests will be achieved by a 3-phase registration process.

First Visit a business card, passport and credit card will be obtained and the information will be accurately entered into the computer.

Second Visit the guest will be asked any other additional information to ensure that their profile is complete.

VIP guests will be welcomed at the door of their limousine by name and escorted directly to their rooms. Registration will take place in the room.

Upon Checkout, guests will be escorted to the main door and bid farewell.

When greeting the guest on the telephone or at the desk, Staff are to greet the guest by name at all times.

Guest Information will be provided by computer generated notes and guides at the concierge.

Guests Preferences and requests are to be shared in daily communication meetings creating

68

awareness within the entire division ensuring that guest expectations are met.

4. Unique Services

Concentrate on creating and using an extensive Guest history database.

5. Hours of Operation

The Front Office will operate on a 24-hour schedule. The Team Leaders and Guest Service Officers will be at the desk with an Assistant Manager-Front office.

6. Uniforms

Uniforms will be selected to compliment the interior design. There will not be a winter or summer differentiation.

69

Check-In

We greet guests warmly, with a smile and offer assistance following our brand standards check-in process.

Data

We provide up-to-date information concerning our valued guests.

Safety & Security

We ensure that guests feel secure and verify guest information with picture identification before providing replacement keys or opening a guestroom door. Employees are all well versed with our fire, safety and emergency procedures.

Wake-up Call

We deliver wake-up calls on time, using the native language of the guest where possible and a reminder call is provided five minutes after the initial call. All calls for VIPs and airline crewmembers are personally delivered by a member of our team.

Message Delivery

We deliver all messages to the room within 10 minutes where voicemail is not available.

70

RoomsTHE TOP TWENTY

Concierge

We provide a highly informative, professional presentation and personalized service to our guests.

Clean & Dust Free Room

We thoroughly clean each room with the correct cleaning agents and equipment. Carpets and floors should always be well maintained and clean.

Amenities

We use hypo-allergenic/ecological friendly bath products. All guest rooms should follow our brand standards with regards to amenity sizes and standard setups.

Pillows & Duvets

We provide soft, light and comfortable feather down pillows and duvets. A wide range of non-allergenic pillows is available.

Linens & Towels

We replenish all linen and towels daily ensuring the replacements are fresh, well laundered and stain free. All linen and towels are well maintained and are removed once we see signs of wear.

Beds

We offer a superior top quality branded mattress in all guest rooms and follow the specifications spelled out in the Information HYway. A maintenance care programme shall be implemented to ensure we maintain optimum comfort for a good nights sleep.

71

Power & Lighting

We ensure that an individual and a well placed Master Switch should enable the guest to easily control lighting in the room.

Guest Work Areas

Amenities and collateral are conveniently stored out of sight to create an organised, professional work area.

Shower

We feature high quality showerheads along with strong balanced water pressure in our bathrooms. The showerheads are cleaned daily to ensure that water flow is not obstructed.

Do Not Disturb Sign

We do not enter rooms or disturb a guest requesting privacy.

Collateral

We provide well-presented communication materials to our guests in the most efficient and professional manner, using quality graphics, materials and printing.

In-Room A/V Entertainment

We offer an extensive range of suitable Audio/Visual in Room Entertainment including international news, business, sports, local attractions and movie channels.

72

Cables & Wires

We make certain that all noticeable cables and wires are neatly tied using quality and appropriate coloured straps and retainers.

Pest Control

We ensure that a frequent and comprehensive pest control programme is carried out by a certified vendor on a regular basis to ensure we are always pest free.

Check, Check, Check

We create a philosophy that it is everyone’s responsibility to constantly check the standard.

73

Front office organization and hierarchy of staff

Director of Rooms

Aashima Sharma

Asst. Director of Rooms

Jager Thakur

Asst. Front Office Manager

Ashish Battu Phagun Virmani Tushar Mali Prachi Kurlekar

74

Asst. Manager - Front Office

Saurabh Seth Padmavati Mantri Leon Mascarenhas Imtiaz Sheikh Tarun Kalra

Team Leaders

Guest Service Officers

75

1. Bell Desk

Departmental Hierarchy

Asst. Manager

Agnel Pereira Nizam Sheikh

Team Leaders

Bell Boys

76

Task List

How to assist guest with Taxi service.

How to arrange for transfers.

How to issue car dockets for parking.

How to receive car dockets to return guest cars.

How to arrange for transfers.

How to handle baggage of a check-in FIT.

How to bring down luggage for departure FIT.

How to handle short term luggage storage.

How to handle long term luggage storage.

How to use luggage trolley.

How to prepare for morning distribution of newspapers.

How to sort newspapers.

How and when to distribute newspapers

How to handle guest request for newspapers.

How to handle guest request for medicines.

How to handle request for car cleaning.

How to handle “hold for arrival” items.

How to deliver amenities to the rooms.

Assistance on crowd control at Bell desk.

How to answer guest queries regarding hotel facilities.

How to handle baggage of a check-in group.

77

How to bring down luggage for departure groups.

How to handle room change.

Skills developed and knowledge gained:-

Understanding the duties and responsibilities of Bell desk.

Performing the duties of a Doorman and understanding his duties and responsibilities and behavioural pattern with guests.

Learnt the proper way of interacting with guests in the standard manner.

Learn the importance of being proactive and assisting the guests with whatever they need.

Learnt the importance of time schedules and deadlines as one has to know the importance of being at the right place at the right time.

Efficiency is important as one has to be very responsible while handling guest articles.

One has to be very alert while handling baggages because even the slightest of carelessness and delay can cause major goof-ups and result in guest inconvenience.

To help guests with anything that they want and solve their queries.

To handle room changes.

To deliver any amenities or products up to the rooms.

To arrange cars for local use or airport transfers.

To escort guests while checking-in and checking-out.

78

Learnt to handle short-term as well as long-term luggage storage.

Learnt how to control operations during heavy rush and how to cope up with the work pressure.

To provide new keys and replacing keys for guests and the proper procedure for it.

Collection of requisite items from the General Store for the Bell Desk.

Learnt the co-ordination between Bell desk and Front desk with respect to check-in and check-out and expected arrivals.

To handle group check-ins and check-outs.

Special Observations:-

No details about in-house guests are divulged and people with any such queries are directed to the Front Desk.

Calls to be made to rooms should be made by house phones.

While handing over new keys to the guests, photo-identification is to be checked at all times.

Fingers are never pointed towards any direction to the guest, they should always be escorted.

Whenever escorting guests up to the room while check-in, all the standard operating procedures are to be followed.

There is a need for being proactive and guests should always be asked if they need any assistance, especially at the lobby level.

Situations Handled:-

79

During the ongoing HLL conference, the HLL company representatives wanted to place a welcome letter and goodies in all the rooms belonging to the delegates. I was entrusted upon with the task of managing the entire operation and reporting back to the TL-Front Desk. I was awarded with a HYstar for completing the task to the satisfaction of all.

Worked during the three days long annual NASSCOM conference which was an enriching experience and I learnt a lot from that experience.

Duties & Responsibilities of Team Leader:-

80

Job Specifications:-

Responsible self-starter, capable of handling multi-faceted projects and of working under pressure.

Excellent communication and guest relation’s skills, a proactive problem solver.

Team player, who values teamwork, has good team building skills and is able to communicate effectively with all levels of employees.

Equips and motivates employees to achieve predetermined goals, installing and maintaining appropriate empowerment programmes.

Personable and pleasant to deal with. Discreet, reliable and diplomatic. Guest-driven, friendly, fair and approachable.

Positive “can do” attitude and flexible approach.

Ability to work under pressure and to stand for long hours at a stretch.

Main Job Function:-

Assist the Assistant Manager – Bell Desk in efficiently managing the department according to the established concept statement providing a courteous, professional, efficient and flexible service at all times.

Liaise with other related departments on daily operation.

Briefing the team on a daily basis.

Handle guest enquiries and requests in a courteous and efficient manner.

81

Establish a rapport with guests maintaining good customer relationship.

Maintain the daily Log Book and follow-up file.

Submit all reports on a timely basis.

Directs subordinates to ensure productivity meets standards given in accordance with the Hyatt standards.

Through hands on management, supervise closely all Bell Desk employees in the performance of their duties in accordance with policies and procedures and applicable laws.

Delegate appropriately, duties and responsibilities to equipped and resourced employees, nurturing and developing them whilst ensuring standards of operation and safety are maintained.

Instill the training philosophies of the company.

Monitor employee morale and provide mechanisms for performance feedback and development.

Ensure all employees provide a courteous and professional service at all times.

Ensure high standards of personal presentation and grooming.

Maintains positive guest and colleague interactions with good working relationships.

Bell Desk – Brand Standards

82

Welcome

Open vehicle door for the guest in good time of the vehicle stopping or the guest stepping out.

Greet as per time of day and welcome guest to the hotel by saying:- “GM/GA/GE Sir/Madam, Welcome To The Grand Hyatt Mumbai.”

Remove the baggage from the boot of the car and confirm on the number of pieces.

Accordingly present the luggage tag to the guest.

Assist guest with taking the luggage into the hotel.

Direct/Accompany guest to the check-in area.

Doorman should greet the guest as per the time of the day and open the doors in due time.

Direct/Accompany guest to the elevators.

Wish the guest a pleasant stay.

Welcome – In Room

83

If accompanying to the room, point out and explain the emergency exits and the exit plan behind the door.

Check with guest upon the placement of luggage. Rack/Wardrobe.

Explain room features to the guest.

Provide information on Internet Connection.

Wish the guest a pleasant stay.

Depart from the guest room without visibly lingering for tips.

Departure Sequence

Check and confirm with guest on the number of pieces.

Check on any pieces of luggage to be left behind for storage reasons.

Check with guest for departure transfer requests prior to check-out.

If requested transport to be kept ready prior to the guest arrival.

Confirm with guest and load the luggage in the boot of the car.

Wish the guest a pleasant trip.

2. Concierge (Area of specialisation)

84

Concierge is that division of Front Office which deals with guest requests. Concierge does anything and everything that the guest asks for, but which is accepted by the legal framework.

Departmental Hierarchy

Asst.Manager

Leon Mascarenhas

Team Leader

Charlie D’Souza

Guest Service Officers

Task List

85

Providing information about the hotel and the services offered.

Providing hotel car for local use.

Recharging of mobile phones with the desired amount.

Providing new mobile phone connections.

Providing city information and places of tourist interest along with a map and city guide.

Keeping guest articles at the back area and tagging them.

Organising a city tour and preparing an itinerary for the same.

Processing guest requests for medicines.

Delivering guest messages and parcels in the rooms.

Ticket booking for the guests and delivering the ticket confirmation.

Understanding the usage of all the books and formats maintained in the department.

Skills developed and knowledge gained:-

86

Learnt the workflow and duties and responsibilities of Concierge.

Learnt the details of all the books and formats maintained in the department.

Learnt the usage of various softwares used for various tasks.

Learnt the standard behaviour code with guests.

Learnt the telephone etiquettes to be used while talking to the guests.

Handling guest requests and processing them.

Calling up guests to provide information and following-up whenever needed.

Handling guest queries and providing solutions.

Special Observations:-

A Log Book is maintained and all the information in every shift is entered in it. Tasks to be done are carried forward and written accordingly. The staff should follow up whether all the tasks to be done have been executed or not.

After recharging the phone, the details are entered into the “mobile recharge book” for future reference.

All the courier receipts and medicine bills are filed up for future reference and to check for any discrepancy.

A very important tool for the concierge operations is the “Hot Log”. It is a sheet of paper onto which the details like the room no, guest name, guest request etc. are noted down by the shift

87

in-charge as soon as the request is received. It thus helps in processing the task and makes the follow-up easy. After each shift the Hot Log is filed up and all the tasks which haven’t been done are posted onto the Log Book.

While providing new mobile connections, a photo-ID, a passport-size photo and resident proof is required for documentation.

Any payment made by guests for the services rendered can be directly taken in cash or the amount can be posted onto their room account.

Situations Handled:-

Processed a guest request for dinner reservation at a city restaurant and made the booking and delivered the restaurant confirmation letter to him.

Prepared an itinerary for a guest who wanted to visit South Mumbai as per the guidelines given by him and the time given.

Provided details of the city and important locations to guests.

Booking of airline tickets for guests and delivering the confirmation.



88







Main Job Function:-

Assist the Assistant Manager – Concierge in efficiently managing the department according to the established concept statement providing a courteous, professional, efficient and flexible service at all times.

Liaise with other related departments on daily operation.

Handle guest enquiries and requests in a courteous and efficient manner.




89


Through hands on management, supervise closely all Concierge employees in the performance of their duties in accordance with policies and procedures and applicable laws.







Duties & Responsibilities of Guest Service Officer:-



90

Excellent communication and guest relation’s skills, a proactive problem solver. Attention to detail.




Understands and respects local culture, able to adapt to changing environment.

Main Job Function:-

Answers all general enquiries pertaining to the hotel and its sister properties, as well as Mumbai in general.

Keeps information material updated.

91

Have an accurate and up-to-date knowledge of hotels and the tourism in Mumbai and is aware of all promotions/events happening in the hotel and the city.

Respond to requests to undertake any reasonable tasks and secondary duties and to changes as dictated by the hotel, industry and company.

Provides a courteous and professional service at all times.



3. Front Desk

Front Desk is that division of the Front Office which deals with check-in and check-out and cashiering.

92

Front Desk Check-In Standards:-

Welcome

Maintain the 15/5 rule.

Greet guest warmly as per the time of the day.

Maintain eye contact.

Offer assistance.

Ask permission for proceeding further.

Use guest name at least twice.

Information

Business Card

Passport (Foreign National)

Departure Date and Time (Early Departure)

Transfer Request

Billing (Settlement/Entitlements)

Room Type Preference

Gold Passport

Frequent Flyer Program

Room Rate reconfirmation (Non-Verbal)

Room Number reconfirmation (Explain Room features)

Offer Express Checkout.

Enquire for baggage assistance.

93

Farewell

Explain to the guest the direction to the room. (Introduce Escort if applicable)

Wish him a pleasant stay.

With time at hand reconfirm with bell services whether baggage has been sent across.

Front Desk Check-Out Standards:-

Welcome

Maintain the 15/5 rule.

Greet guest warmly as per the time of the day.

Maintain eye contact.

Offer assistance.

Ask permission for proceeding further.

Use guest name at least twice.

Information

Reconfirm room number.

Reconfirm upon last name.

Request for room keys.

94

Check for baggage to be collected.

Check/reconfirm for departure transfer.

Check Mini Bar consumption.

Check upon stay comfort and offer comment card.

Check on electronic safe.

Present the correct/payable bill.

Proceed as per MOP.

Handover one copy for guest reference.

Farewell

Thank the guest for the patronage offered.

Wish him a pleasant journey onward.

Express interest towards future visits and offer to make reservations.




95






Main Job Function:-

Assist the Assistant Manager – Front Office in efficiently managing the department according to the established concept statement providing a courteous, professional, efficient and flexible service at all times.

Liaise with Housekeeping and other related departments on daily operation.

Handle guest enquiries and requests in a courteous and efficient manner and report guest complaints or problems to Assistant Manager – Front Office if no immediate solution can be found and assure follow up with guests.


Ensuring that the cashiering procedures are strictly adhered to.

96

Liaise and organise with Housekeeping Department that the established cleaning schedules are strictly adhered to.

Report “Lost and Found” items.




Through hands on management, supervise closely all Front Desk employees in the performance of their duties in accordance with policies and procedures and applicable laws.







Take an active involvement in the welfare, safety, development and well-being of employees providing advice, counselling and truthful, diplomatic feedback.

97

Duties & Responsibilities of Guest Service Officer:-



Excellent communication and guest relation’s skills, a proactive problem solver. Attention to detail.




Understands and respects local culture, able to adapt to changing environment.

Skills Required:-

Good computer skills.

Good social skills.

Fluent English – written and spoken, multi-lingual desirable.

Ability to stand for long hours at a stretch.

Ability to work under pressure.

98

Ability to work early/late and after midnight shift hours.

Main Job Function:-

Meets and greets all VIP guests, assists with registration, and escorts to the room.

Answers all general enquiries pertaining to the hotel and its sister properties, as well as Mumbai in general.

Keeps information material updated.

Have an accurate and up-to-date knowledge of hotels and the tourism in Mumbai and is aware of all promotions/events happening in the hotel and the city.

Verifies arrival and departure details and arranges luggage handling and transportation and other services requested by guests.

Updates all in-house guest profiles as well as maintains guest history records.

Handles guest complaints/concerns, serves as a liaison with necessary departments.

Prepares welcome cards and keys for arrival FIT guests.

Assists in taking guest checkouts and handles cashiering functions as per the hotel policies laid down.

Maintains cash float and hands over cash and all pertinent guest information efficiently to the next shift.

Provides a courteous and professional service at all times.


99


Respond to requests to undertake any reasonable tasks and secondary duties and to changes as dictated by the hotel, industry and company.

4. Communication Centre

Role of Communication Centre:-

Rooms Division is made up of a wide range of diverse operations, which share the common aim of providing guests with the highest levels of comfort, service and security.

The communication Centre employees play a vital role in the creation of a positive impression and the establishment of an ongoing rapport with guests. With its efficient and high response tracking capability, the hardware system selected will further

100

enhance the communication effectiveness as a one-stop call for all services required by the guests.

The Communication Centre is to ensure quick response for all guests’ needs and enquiries. Its main functions are:-

As the “control centre” of the hotel, providing a 24-hour service for the handling of all guests’ requirements when they call for assistance.

To obtain and dispense updated information on the entire hotel’s services, facilities, personnel movements ensuring a high level of information integrity.

To ensure effective communication with al departments in order to facilitate our efficient service to our guests.

All employees must have knowledge of all hotel facilities and services, and be fully conversant with all aspects of the city/area attractions to ensure that all questions can be answered immediately.

All communication centre employees must be fully trained in their job functions to ensure they are able to handle any situation that may arise in a responsible and professional manner.

Operating Philosophy:-

The Communication centre is a new concept fpr Hyatt International that will channel all guest communications into one central area.

Communication consisting of all telephone calls, both internal and external, facsimiles and internal paging will be centralised through the computerised call centre.

The guest room telephone will still have the individual department phone numbers, however all extensions will connect

101

directly to the Communication centre for ease of customer service.

The Communication centre will be equipped with the latest touch-screen technology, incorporating the following integrated software: Fidelio Opera, QMS, Emergency Life Systems and paging software.

All guest requests for housekeeping, laundry, bell desk and engineering will be directed to the Communication Center and forwarded via pager to designated employee for completion.

Employees will adopt a never say “No” approach to guest services. If a guest request can’t be completed a suitable alternative is arranged.

All employees are to take responsibility for guest requests and ensure that all such requests are followed up.

Employees will always convey a pleasant and professional telephone manner.

Communication Centre Department Goals:-

The key Communication centre goals are:-

To recruit young, energetic and well motivated employees for the Communication Centre who are capable of providing the guests with an informal, friendly atmosphere, thus creating a more comfortable environment.

102

To adhere to the company’s philosophy on decentralisation and flexible staffing, and to run each area of the Communication Centre as a free standing profit centre.

To reduce payroll costs through the maximum use of state-of-the-art technology.

To create a communication centre which embraces IMAC principles.

To standardize the hotel’s approach to guest service and the layout of guest areas to ensure a consistent standard throughout the hotel.

To further increase guest satisfaction through the introduction of new services and more efficient services recognizing customer’s loyalty to meet the demands of the frequent traveller.

To ensure efficient communications within the entire hotel by specializing in customer service orientated skills and up to date information.

103

Forms and Formats

Hyatt Regency, Kolkata

Park Hyatt Resort & Spa, Goa

Grand Hyatt, Mumbai

Hyatt Regency, Mumbai

Hyatt Regency, New Delhi

104

Grand Hyatt Shopping Plaza

China House

M

Celini

Soma

China House Lounge

Grand Café

The Bar

Concierge Desk

Laundry Form

Breakfast Menu

Bell Boy’s Errand Card

Hotel Information Slip for Return Journey

TV Channel List

Guest Comment Card

Room Service Menu

Luggage Tag

City Map kept at the Concierge for Guests.

Captain’s Order Ticket used in restaurants.

105

Facsimile Sheet in rooms.

Departure Tag for Hotel Cars

Guest Room Key Card

Guest Notepad

Hyatt Gold Passport Form

106

Grand hyatt mumbai

Documents

proactive

reduce payroll

information

monitor employee

achieve predetermined

hyatt regency

global hyatt

golden jaisalmer