S 9 CONSULTING TRUTH & SERVICE : http://www.freewebs.com/s9consulting 1 S 9 CONSULTING TRUTH & SERVICE Hospitality Sector
K.Ashwin Kumar AN AWARENESS SESSION : http://www.freewebs.com/s9consulting 2 AN AWARENESS SESSION REQUEST NO 1 :
KINDLY SWITCH OFF YOUR MOBILES
REQUEST NO.2 :
PLEASE KEEP YOUR QUESTIONS FOR THE Q &A
SESSION AFTER THE ENTIRE PRESENTATION IS OVER
REQUEST NO. 3 :
KINDLY POSTPONE YOUR APPOINTMENTS FOR NEXT HALF DAY, IF IT IS NOT POSSIBLE YOU MAY EXIT NOW , DO NOT LEAVE THE SESSION MIDWAY .
*NOTE : THIS IS YOUR SESSION – IT CONCERNS ABOUT YOUR FUTURE –
THE RESPECT YOU GIVE TO THE INSTITUTION THAT EDUCATES
YOU DEPENDS ON YOUR COMMITMENT TO THIS SESSION : http://www.freewebs.com/s9consulting 3 SELF ANALYSIS SELF INTRO
REALITY KNOWING YOU : KNOWING YOU What do you want to be in life ?
What do you expect from life?
What are you prepared to do?
Have you analyzed your goals in time frame?
Who is your role model?
What market segments do you want to be in? TADAHAM SAMPRAVAKSHYAAMI LOKANAAM HITAKAAMYAYA IYASYA VIGYANANA MAATRENA SARVAGYNATVAM PRAPADHYATE II : TADAHAM SAMPRAVAKSHYAAMI LOKANAAM HITAKAAMYAYA IYASYA VIGYANANA MAATRENA SARVAGYNATVAM PRAPADHYATE II FOR THE GOOD OF THE PEOPLE
I WILL TELL ONLY THOSE THINGS
BY WHICH THEY MAY GET THE
“CHANAKYA” I WOULD LIKE TO SHARE WITH YOU ……… Understand this and ponder ……… : Understand this and ponder ……… “ YOU ARE WHAT YOUR DEEP, DRIVING
DESIRE IS. AS YOU DESIRE, SO IS YOUR
DEED. AS YOUR DEED IS, SO IS YOUR DESTINY.”
- BRIHADARANYAKA UPANISHAD Your Future Depends on this ……… : Your Future Depends on this ……… TO BE PERSUASIVE, WE MUST BE BELIEVABLE /
TO BE BELIEVABLE, WE MUST BE CREDIBLE , /
TO BE CREDIBLE , WE MUST BE TRUTHFUL Slide 8: Vision without action is a daydream.
Action without vision is a nightmare.
- Japanese Proverb BEFORE WE SURGE AHEAD : BEFORE WE SURGE AHEAD ASK YOURSELF 2 QUESTIONS
Q1: SHOULD I BE A JOB SEEKER OR A
JOB GIVER ?
Q2 : WHAT & HOW SHOULD THE WORLD
REMEMBER ME FOR ..?
TAKE YOUR TIME , ASK THIS WITH TOTAL HONESTY
WE ARE INDIANS AND LET US SEE WHERE INDIA IS HEADING TO
AND WHAT WILL BE MY FUTURE ….? NOW ASK YOURSELF : NOW ASK YOURSELF THE QUESTION EACH AND EVERY INDIAN :
PRESENT STUDENT –EMPLOYEE, FUTURE
GRADUATE , POST GRADUATE
SHOULD ASK HIMSELF OR HERSELF IS ……
AM I READY ? WHAT IS MY GOAL ?
HOW DO I ACHIEVE IT ?
DO I HAVE THE NECESSARY SKILLS ?
HOW TO ATTEND THE INTERVIEW ?
MY FUNCTIONAL ENGLISH … ?
BASICS OF COMPUTER AND INTERNET …?
IF THE ABOVE QUESTIONS ARE IN YOUR MIND , Basic Skill Requirements : Basic Skill Requirements Basic Computer knowledge (For general processes)
Excellent Communication Skills (Neutral Accent, clear speech, good grammar & language etc.)
Customer Interaction Skills (Customer handling skills, telephone etiquette, empathy and listening skills etc.)
Understand the target groups and their cultures INDIA OVERVIEW - S.W.O.T : INDIA OVERVIEW - S.W.O.T Strengths
· Abundant manpower
· Operational excellence
· Conducive business environment
· Manpower shortage
· Local infrastructure
· Political opposition from developed countries
· $69 billion ITES business by 2010
· $97.5 billion IT (consulting, software solutions) market by 2010
· Competition from other low-cost destinations
· Slowdown of demand Flood of job offers in hospitality sector : http://www.freewebs.com/s9consulting 13 Flood of job offers in hospitality sector In the next three years, the country will need more than one lakh trained, employable staff in the hospitality industry, according to industry estimates.
The supply, however, falls way behind. India’s state-run 31 Institutes of Hotel Management and 150 private institutions produce around 12,500 graduates each year, according to Crisil research.
Apart from 5-star hotels, the 3-star and 4-star categories too compete for this pool of graduates.
Around 54,000 employees would be required in the premium segment alone. “We can expect more than 1,000 hotel rooms in the next six months. Where will we get trained staff?” says Sumit Kothari, chairman, western India, Hotel and Restaurant Association. DEMAND : http://www.freewebs.com/s9consulting 14 DEMAND An industry official corroborates this, by saying manpower requirement will go up from 7 million in 2002 to 15 million by 2010
Hotels also make sure they groom talent.
“Our core focus has been to identify high potential employees for key positions and nurture them through individual development plans. This helps build a career path with us,” says Nirbhik Goel, VP, HR, Hyatt International, south-west Asia. Slide 15: http://www.freewebs.com/s9consulting 15 Salaries for entry-level employees are at approximately Rs 15,000 a month, but increments could go up to Rs 1 lakh for deserving candidates.
“We give double promotions. Employees know that growth is very high when they stay with our chain,” says Rajesh Kumar, GM, HR of upscale resort The Lemon Tree Hotels.
Manpower shortage is worse in smaller towns, remote tourist hot spots and coastal villages where training local staff is as difficult as relocating an urbane workforce.
Hotels are doing their best to bridge the manpower gap, by offering long-term contracts to villagers in remote tourist spots.
“The industry needs to bridge this gap with good training institutes,” says Deeksha Suri, executive director — HR, The Lalit Suri Hospitality Group. Average Ratio : http://www.freewebs.com/s9consulting 16 Average Ratio The average ratio is one trained person per hotel room. "There are nearly 1,00,000 hotels rooms being constructed all over the country," Kothari explained.Kothari said that sensing the shortage, hospitality industry is in talks with the central government to launch short term courses for the students to train them for the work. Facts and Figures of Indian Hospitality industry : http://www.freewebs.com/s9consulting 17 Facts and Figures of Indian Hospitality industry Facts and Figures : http://www.freewebs.com/s9consulting 18 Facts and Figures Tourism is presently the most important civil industry in the world. The hospitality industry is second only to the global oil industry in terms of turnover, and is, by far, the largest employer around the world.
Ten percent of the world's work force is in the tourism industry, and 10 percent of the world's GNP comes from tourism.
In calendar ’05, the country received 3.9m foreign tourists, a jump of 14% over ’04. In ’05, the country earned $6.9bn from inbound foreign tourists, which is more than twice the $3.1bn earned in ’02.
The tourism ministry has set a target of 10 million tourists by 2010.
The World Tourism Organisation has predicted that India will receive 25 million tourists by 2015. World Travel and Trade Council : http://www.freewebs.com/s9consulting 19 World Travel and Trade Council The World Travel and Trade Council, figures indicate that the Indian tourism demand is expected to grow at 8.8% from 2007-2016.
According to the World Travel and Tourism Council, revenue from foreigners traveling to India is expected to grow to US424 billion by 2015. Indians traveling in India as well as abroad are expected to spend US$63 billion by 2015. Domestic Tourists : http://www.freewebs.com/s9consulting 20 Domestic Tourists Around 500 million domestic tourists are projected to travel across India by 2010 compared to around 325 million in 2006 and growing at over 10% annually.
India's hospitality sector is expected to see an estimated investment of US$11.41 billion in the next two years, and around 40 international hotel brands making their presence in the country by 2011, Moreover, the sector is expected to provide over 400,000 jobs. HVS International Report : http://www.freewebs.com/s9consulting 21 HVS International Report According to an HVS International report average employee to room ratio is 1:8 in Indian hotels across all markets and drops to 1:5 for three star category of hotels.
The report also states that the hotel sector would need a fresh workforce of at least 94,000 by 2010-11.
In the FHRAI’s memorandum presented to the government recently, it is said that at least 1,50,000 additional rooms are required to meet the target of 5 million foreign tourist arrivals.
This entails an investment to the tune of over Rs.15,000 crore. Currently there are 1,05,000 hotel rooms in the three to five-star category in India. The annual growth rate of hotel rooms in India is 6%.
Nearly 11 per cent of the hotel demand in the country is from long stay guests. Slide 22: http://www.freewebs.com/s9consulting 22 To set up a 5-star deluxe hotel with 250-300 rooms will cost approximately Rs.300 crore, excluding the land cost. As per estimates by hospitality consultancy HVS International, around 150 hotel projects are in the works across the country, which are likely to add around 53,000 rooms over the next five years.
There are about 1,285 approved budget hotels across the country with about 51,000 rooms apart from guesthouses, dharamshalas and devasthans in the unapproved sector.
The footprints of the IT and ITES in Tier 2 cities like Indore, Jaipur, Agra, et al, have played a role in driving the demand for budget hotels in these cities.
According to Federation of Hotel and Restaurant Association of India (FHRAI), the country is short of 65,000 budget category rooms.
There is a shortage of around 30,000 rooms in Delhi and the NCR for the 2010 Commonwealth Games Average Room Rate (ARR) : http://www.freewebs.com/s9consulting 23 Average Room Rate (ARR) Average Room Rate (ARR) of hotels in India is increasing at the rate of over 20%- almost equal to that of hotels in developed countries such as Europe and the US.
The growth in ARRs is a direct fallout of the shortage of five-star accommodation in India and high demand generated by the booming economy.
This shortage has stimulated investments in the hotel industry. Slide 24: http://www.freewebs.com/s9consulting 24 For every rupee that goes into building a hotel, three more are spent on furnishing it.
More than 27000 items go into a hotel including building material, chandeliers, glassware, furnishings, energy saving devices etc., and at present 90% of hotel accessories are indigenously produced in India. So the domestic accessories sector stands a good chance in the near future.
The average duration of stay of a foreign tourist in India is one of the highest in the world. On an average, it exceeds 27 days in the case of non-package tourist & is 14 days in the case of package tourist.
Wedding tourism is growing almost 100% on a year-on-year basis. Generally, the ratio of foreigners to Indians in an NRI wedding is 7:3.
On an average, an NRI wedding organised in India costs Rs.50 lakh. On an average, 50-150 rooms are booked in a star category hotel. Cruise Shipping : http://www.freewebs.com/s9consulting 25 Cruise Shipping Cruise shipping is growing globally at the rate of 12-15% annually.
In India the cruise market is in excess of 1,25,000 guests annually and will grow at over 10% annually.
As per Mumbai Port Trust, 31 international cruise calls are expected in India during 2006-2007 against 21 during 2005-2006.
For 2007-2008 up to 54 cruise companies have sought permissions to berth their ocean liners in India ports. Online Travel Industry : http://www.freewebs.com/s9consulting 26 Online Travel Industry Online travel industry is growing at a CAGR of 125%.
Generating revenues of around $300-500 million, the size of this industry is around 2% of the entire travel industry, which is estimated to be $42 billion.
Growing at the current rate the online travel industry in India is expected to become a $2 billion industry by 2008. International Recognition : http://www.freewebs.com/s9consulting 27 International Recognition India has been elected to head the UN World Tourism Organisation (UNWTO), the highest policy making world tourism body represented by 150 countries.
The world's leading travel and tourism journal, Conde Nast Traveller, has ranked India as the 'numero uno' travel destination in the world.
India was adjudged Asia's leading destination at the regional World Travel Awards (WTA).
India's Taj Mahal continues to figure in the Seven Wonders of the World.
Bangalore-based Leela Palace Kempinski was voted the favourite business hotel in the world in a Readers' Choice Awards by Conde Nast Traveller in 2007.
India bagged the World's leading Destination Marketing Award for the Incredible India campaign. Government Initiatives : http://www.freewebs.com/s9consulting 28 Government Initiatives Launch of Incredible India campaign to promote tourism both in domestic and international markets.
Railways have planned to set up 100 budget hotels at various stations along with private hospitality players.
Recognition of spare rooms available with various house owners by classifying these facilities as "Incredible India Bed and Breakfast Establishments"', under 'Gold' or 'Silver' category Medical Tourism Industry : http://www.freewebs.com/s9consulting 29 Medical Tourism Industry According to a report by FICCI and Ernst & Young, medical tourism industry, currently pegged at $450m, has the potential to grow into a $2.2bn (Rs.10,000 crore) industry by 2012.
An estimated 1.75 lakh medical tourists visited India in 2005 for cardiac care, cosmetic surgery, joint replacements and dentistry, about 30% more than 2004.
Inbound medical tourism is expected to contribute about 15% of corporate hospitals total earnings by 2009.
29 hospitals across 16 states to work out a price band for speciality services in cardiology, orthopaedics, oncology and minimally invasive surgery. The healthcare industry is working closely with the tourism ministry Relaxation of FDI : http://www.freewebs.com/s9consulting 30 Relaxation of FDI The government has allowed 100 per cent FDI in the hospitality sector. And with the relaxation of FDI restrictions on the real estate sector the hospitality industry has registered an increase in investments.
Social awareness among Service Providers and capacity building of Taxi Drivers and Guides through "Atithi Devo Bhavah" Campaign.
924 Infrastructure projects worth Rs.1440.86 crore sanctioned during the 10th Plan. The government has already okayed plans to substantially upgrade 28 regional airports in smaller towns.
As per the Travel and Tourism Competitiveness Report 2009 by the World Economic Forum, India is ranked 11th in the Asia Pacific region and 62nd overall, moving up three places on the list of the world's attractive destinations. Slide 31: http://www.freewebs.com/s9consulting 31 Export earnings from international visitors and tourism goods are expected to generate US$ 51.4 billion (nominal terms) by 2019.
Furthermore, the sector which accounted for 6.4 per cent of total employment in 2009 is estimated to rise to 7.2 per cent of total employment by 2019.
India’s hotel pipeline is the second largest in the Asia-Pacific region according to Jan Smits, Regional Managing Director, InterContinental Hotels Group (IHG) Asia Australasia.
Accor Hospitality, the largest hotel chain in Europe, with 4,000 hotels in 90 countries announced that it will invest US$ 130 million to come up with 50 hotels in India by 2012. Hospitality : http://www.freewebs.com/s9consulting 32 Hospitality Intercontinental Hotels Group (IHG), the world’s biggest hotel company, has a belligerent strategy for the Indian market. It believes the Asia-Pacific region will be responsible for growth, with China and India leading.
Considering the immense scope of tourism in India, which constitutes mostly of domestic travel, Richard Solomon, chief financial officer and head of commercial development, Intercontinental Hotels Group (IHG), observed that there were a total of 500 million trips in India per year and only five million were international.
Elaborating further on the investments of the company, he stated that the company has 12 hotels and has signed another 41deals with majority of them being under construction.
ITC, the Kolkata-based cigarette major, also projected its plan to open 25 new hotels under the Fortune brand over the course of next 12-18 months (or by 2011). Foreign Tourist Arrivals : http://www.freewebs.com/s9consulting 33 Foreign Tourist Arrivals As per the press release by Press Information Bureau dated 4th March, 2010, the monthly estimates for February 2010, compiled by the Ministry of Tourism on two important indicators of tourism sector, foreign tourist arrivals (FTAs) and foreign exchange earnings (FEEs) were as follows:
FTAs during the Month of February 2010 were 601,000 as compared to FTAs of 547,000 during the month of February 2009. A growth of 9.9 per cent was registered in February 2010 over February 2009.
FTAs during the period January-February 2010 were 1,092,000 with a growth rate of 12.7 per cent, as compared to the FTAs of 968,000 during January-February 2009.
FEE during the month of February 2010 were US$ 1.4 billion as compared to US$ 923 million during the month of February 2009.
The growth rate in US$ terms in FEE touched in February 2010 over February 2009 was 55.4 per cent. According to the Tourism Satellite Accounting (TSA) research, : http://www.freewebs.com/s9consulting 34 According to the Tourism Satellite Accounting (TSA) research, Strategic partner Oxford Economics in March 2009:
The demand for travel and tourism in India is expected to grow by 8.2 per cent between 2010 and 2019 and will place India at the third position in the world.
India's travel and tourism sector is expected to be the second largest employer in the world, employing 40,037,000 persons by 2019.
Capital investment in India's travel and tourism sector is expected to grow at 8.8 per cent between 2010 and 2019.
The report forecasts India to get capital investment worth US$ 94.5 billion in the travel and tourism sector in 2019.
India is projected to become the fifth fastest growing business travel destination from 2010-2019 with an estimated real growth rate of 7.6 per cent. Q & A Session : http://www.freewebs.com/s9consulting 35 Q & A Session THANK YOU FOR YOUR TIME : http://www.freewebs.com/s9consulting 36 THANK YOU FOR YOUR TIME K.ASHWIN KUMAR
http://www.freewebs.com/s9consulting JAI JAWAN ~JAI KISAN ~ JAI GURU JAI HIND NEXT : http://www.freewebs.com/s9consulting 37 NEXT Qualities of a Professional : http://www.freewebs.com/s9consulting 38 Qualities of a Professional Slide 39: http://www.freewebs.com/s9consulting 39 What can you do to develop the qualities of a professional ?
How do you convey to others that you now possess or are developing those traits? The answer is simple, : http://www.freewebs.com/s9consulting 40 The answer is simple, Although not always easy.
The first step is knowledge: becoming aware of the qualities of a professional.
The second step is action--making a commitment to apply this knowledge and follow through with your commitment. Slide 41: http://www.freewebs.com/s9consulting 41 No matter how nice a person we are,
Some of us still need to work on one or more traits, which will help us be more professional.
Let's consider the key traits, which will make your contact with a client more conducive to a long-term business relationship. Image : http://www.freewebs.com/s9consulting 42 Image It has been said that you never get a second chance to overcome a bad first impression.
The first few minutes of a relationship are often the most important.
People like to be right about how they "size up" others so it takes a lot more work to change a negative first impression to a positive impression in the first place.
You will probably agree that those first few moments can often make or break a sales call.
Creating a positive impression increases the probability that you and your products will be accepted. Slide 43: http://www.freewebs.com/s9consulting 43 Dress and grooming are only one aspect that forms first impressions (image).
Equally important are voice inflection, posture, personality style and attitude. Slide 44: http://www.freewebs.com/s9consulting 44 "People have to accept me for what I am. I'm not going to change just to make the other guy happy."
If being unique and not compromising is more important than making a RELATIONSHIP WITH A PROSPECT , fine. But that attitude may not be a very profitable one.
We're not suggesting you change who you are.
We're assuming, because you're a PROFESSIONAL, that you want to be accepted and are willing to work for it (this includes compromise). Your Attitude Is Showing : http://www.freewebs.com/s9consulting 45 Your Attitude Is Showing Ralph Waldo Emerson once said, "People don't seem to see that their opinion of the world is also a confession of character.“
In other words, if we think this is a miserable world to live in, then we live in a miserable world...and probably make it miserable for others to live in too. Slide 46: http://www.freewebs.com/s9consulting 46 Our attitudes are reflected in everything we do, including relationships with our clients.
Our attitudes elicit different responses from our clients, so if we see them as jerks that can be manipulated,
their responses will be entirely different than if we see them as fellow business people with whom we have a lot in common. Slide 47: http://www.freewebs.com/s9consulting 47 We can never be truly professional people unless
we develop a sincere respect for -- and healthy attitude toward -- our clients.
Try thinking of them as valves through which your energy flows rather than as dams (obstacles) who will stop your progress.
Only your positive attitude toward them will ensure the mutual trust, which is so vital to doing business successfully. Depth Of Knowledge : http://www.freewebs.com/s9consulting 48 Depth Of Knowledge Slide 49: http://www.freewebs.com/s9consulting 49 We recommend that you set aside time on a regular basis during which you can deepen your knowledge (and hopefully your enthusiasm/love) of your field.
The fact is that with an increase in knowledge comes an increase in confidence and authority. The result: longer lasting client relationships and more sales. Breadth Of Knowledge : http://www.freewebs.com/s9consulting 50 Breadth Of Knowledge It's also important to develop your ability to discuss a broad spectrum of subjects.
Having depth of knowledge in your specific field without knowledge in a wide variety of topics puts an automatic limit on the number of people you can relate to and who in turn can relate to you.
This is a serious handicap for a PROFESSIONAL. Seek knowledge as the plants seek sunlightDevelop ungoverned curiosity : http://www.freewebs.com/s9consulting 51 Seek knowledge as the plants seek sunlightDevelop ungoverned curiosity Sensitivity : http://www.freewebs.com/s9consulting 52 Sensitivity No matter how great your conversational skills may be, your efforts will be completely wasted if you are not sensitive to your client's needs.
It is crucial to be aware of your client's "silent messages" which often reveal the real meaning behind the verbal ones. Slide 53: http://www.freewebs.com/s9consulting 53 We recommend that you study body language and try to be empathetic Enthusiasm : http://www.freewebs.com/s9consulting 54 Enthusiasm It is literally impossible to be a top PROFESSIONAL in your field without a contagious sense of enthusiasm Slide 55: http://www.freewebs.com/s9consulting 55 Enthusiasm shows the client that you are sold on the product/need/idea etc
Your enthusiasm, good eye contact and your overall sincerity will also tell your client that you're an honest person.
This will motivate them to establish or continue a business relationship with you.
They will become interested in you as a person. This is what you want, both for yourself and your business. Maturity : http://www.freewebs.com/s9consulting 56 Maturity Maturity is a rather nebulous quality. It combines all the positive character traits we have already mentioned. Maturity : http://www.freewebs.com/s9consulting 57 Maturity One of the things that distinguish a mature person is the ability to recognize the need to do things whether liking them or not.
In addition, mature people accept responsibility for their actions.
The result is they are willing to admit mistakes and suffer consequences as well as reap rewards. Maturity : http://www.freewebs.com/s9consulting 58 Maturity Maturity means handling disappointments and setbacks without becoming self-destructive.
These people know there are times when things won't go right and they know that those times won't last forever. Professionalism : http://www.freewebs.com/s9consulting 59 Professionalism Professionalism is a state of mind and conduct.
It is not what you do; it is how you do it.
There are many highly paid corporate incompetents as well as many very professional volunteers in every field. Professionalism : http://www.freewebs.com/s9consulting 60 Professionalism Taking pride in yourself and what you do is the seed from which professionalism grows.
It's the natural consequence of developing the other seven traits that we mentioned and vice versa. Next step : http://www.freewebs.com/s9consulting 61 Next step Skill enhancement
Seeking new skills
Thirst to be the best Slide 62: http://www.freewebs.com/s9consulting 62 Thank you : http://www.freewebs.com/s9consulting 63 Thank you S 9 Consulting