Submitted By:

Amarjeet Singh
Arpit Agrawal
Gaurav Grover
Nitin Bansal
The Oberoi Group, founded in 1934, operates 28 hotels and three cruisers in
five countries under the luxury ‘Oberoi’ and five-star ‘Trident’ brands. The
Group is also engaged in flight catering, airport restaurants, travel and tour
services, car rentals, project management and corporate air charters.

Oberoi Hotels & Resorts are synonymous the world over with providing the
right blend of service, luxury and quiet efficiency. Internationally
recognized for all-round excellence and unparalleled levels of service,
Oberoi Hotels & Resorts have received innumerable awards and accolades

In 1934, Mr. Oberoi acquired his first property, The Clarks Hotel, from his
mentor by mortgaging his wife’s jewellery and all his assets. Four years
later, he signed a lease to take over operations of the five hundred rooms
Grand Hotel in Calcutta that was on sale following a cholera epidemic. With
his customary confidence and sheer determination to succeed, he was able to
convert this hotel into a highly profitable business venture.

Recognizing the importance of quality training in hospitality management,

The Oberoi Group established The Oberoi Centre of Learning and
Development in New Delhi in 1966. Today, this institution is considered
amongst the best in Asia with approximately 100 students graduating each
year.

International Pioneer

Having consolidated his early ventures, Mr. Oberoi became the first Indian
hotelier to enter into an agreement with an internationally renowned hotel
chain, to open the first modern, five-star hotel in the country. The Oberoi
Inter Continental, in New Delhi opened in 1965. The I-Con, as it became
popularly known, offered facilities that no other hotel in the country
matched and was India’s first luxury hotel.

Mr. P.R.S. Oberoi is the Chairman and Chief Executive Officer of EIH
Limited, the flagship company of The Oberoi Group. He is also the
Chairman of Oberoi Hotels Private Limited, the major shareholder of EIH
Limited. Popularly known as “Biki”, Mr. Oberoi is the son of late Rai
Bahadur M.S. Oberoi, the founder of The Oberoi Group.
Programs & benefits

To provide for our valued and frequent guests and customers we offer
benefits and privileges that fulfill their travel needs and offer an enhanced
level of service.

Connections - The Travel Planner's Program

Connections is a unique program of exclusive privileges and benefits
designed for frequent bookers of Oberoi Hotels & Resorts. Designed to
recognize and reward travel planners, this program is available to residents
of India only.

How does ‘Connections’ work

• Every travel coordinator / member nominated by your company will

be given an individual membership number, unique to your company.
• Each time a member reserves a room or a suite at any of our
participating hotels, he or she earns points on each materialized room
night.
• To make a reservation, the member can call ‘The Contact Centre’.
The ‘Connections’ membership number must be quoted at the time of
making a reservation for award of points.
• The account of each member will automatically be credited for all
materialized bookings and the same information would be made
available to you online and can be accessed through your unique
membership id & password. The points earned by the members will
vary according to the hotel and type of accommodation used. Double
points would be earned for reservations made for suites.

Membership begins with immediate benefits

For your organization, we offer special corporate rates based on the volume
of business and customized packages for extended stay and conference
requirements.

As a ‘Connections’ member you become a part of an exclusive club and we

will keep in touch through newsletters and special ‘member only’ events.
We will periodically invite you to presentations on our hotels, to help keep
you updated with all the happenings.

Redemption of points
The accumulated points can be redeemed for an array of reward options.
These include hotel stays, dining privileges and exclusive merchandise
products.

Airline partners

At all Oberoi Hotels in India frequent travelers have the opportunity to earn
mileage points. They are proud to be active participants in the Frequent
Traveler Programmes of the airlines as follows:-

JET AIRWAYS – Jet Privilege

Jet Privilege members can earn 500 Jet Miles for stays at each of the
participating Oberoi Hotels & Resorts.

KINGFISHER AIRLINES – King Club

King Club members can earn 500 King Miles for stays at each of the
participating Oberoi Hotels & Resorts.

AIR FRANCE, KLM – Flying Blue

Flying Blue members can earn 500 Miles for stays at each of the
participating Oberoi Hotels & Resorts.

STATIONS OF EXPERIENCE

Pick Up: By front office executive to Resident manager as well as GM as

and according to the reputation of the guest.

Welcome: It depends on the profile of the guest. Mostly the things are pre-
customized according to the need of the customer. Referring to his history
card or booking preferences.

Check in: From customized to express check in techniques.

Room and security:

Various features that add to the security features are as follows:

 1. Security Card keys.

2. Camera

3. Buzzers

4. Independent butlers

5. Fire Exits etc

Amenities: They can be designed and kept according to the need of the
customers.

Facilities: They are highly customized and fast.

Food: Ranges from variety of cuisines to variety of service features:

1. Room service

2. Restaurants

3. Coffee Shop

4. Buffet etc

Aviation Overview

The Oberoi Group has for decades played host to the most discerning guests
from around the world. This tradition of luxury is now available through its
corporate air charter service. Oberoi is the first Indian Hotel Group to
introduce its own Air Charter Service. The Oberoi Group are authorized by
the DGCA, India to operate ‘Non-scheduled air transport Services’ and offer
a range of Delhi-based domestic routes to both corporate and private clients.
The benefits of enhanced safety and comfort as well as the sheer
convenience of private air charter make it the obvious choice wherever time
and security are key factors. All our pilots are highly experienced with an
excellent in-flight safety record. Most have come to us from the Indian Air
Force.

Two aircraft are available for charter. We offer the highest standards of
safety and comfort for the business traveler to whom time is of the essence.
The luxury Hawker 850 XP executive jet seats seven passengers but we
recommend six passengers for real comfort. The baggage compartment is
49.50 cubic feet with a maximum load capacity of 133 Kgs. The aircraft has
a cruising speed of 830 kilometers per hour. The pressurized turbo-prop
King Air C 90 A seats five people in comfort. It has a separate baggage
compartment and cruises at a speed of 400 kilometers per hour.

Oberoi Hotels & Resorts is synonymous the world over with providing the
right blend of luxury, warm service and quiet efficiency. Internationally
recognized for all-round excellence and unparalleled levels of service, the
business travelers acknowledge Oberoi Hotels & Resorts as amongst the
finest. This was reaffirmed recently in Condé Nast Traveler, Business Travel
Awards, a readers’ poll of business travelers, in which Oberoi Hotels &
Resorts was rated the best hotel chain in the world (outside the United
States).

To charter our aircraft, a seventy-two hour notice is desirable. A hotel

limousine will pick you up and take you to the airport where our airport
personnel will escort you swiftly through airport formalities.

CRM Software

- CareVision-IVG’s software is used by Oberoi Hotels

It is one stop Solution to-
• Membership Processing
• Usage tracking-earning and burning
• Rewards fulfillment
• Program Helpdesk-email, phone, mail & fax
• POS data capture
- Data mining & Qualitative reporting
- Ongoing direct marketing activities
- Complaints Management, Data base Management, Member
correspondence, history files etc.
26/11 Mumbai attacks- The Internal CRM

Employees and management of the Oberoi Trident were honored with a

special award for displaying exemplary courage in helping the guests who
were trapped during the terrorist strikes on the two hotels in Mumbai Nov
26-29 last year.

The dastardly act at the Oberoi Trident has left scars, which will take many
years to heal. But the hotel’s employees and management showed
remarkable spirit,” P. Chidambaram said. The then home minister said the
hotel “in less than 30 days was partly in business.” “I salute them. They
have risen to the occasion.”

Tourism Minister Ambika Soni also praised the hotel’ employees and their
management for their role during the terrorist strikes and the crisis these
caused.

She said the employees and the management worked “beyond their call of
duty” which even “cost them their lives and their families”.

Undoubtedly, The Oberoi’s is the paradigm of CRM.