Oberoi Hotel Case Study

Support Activities

Infrastructure

This activity includes the Management Information System (MIS) and other mechanisms for planning and exercising control over the hotel administration such as the accounting department, housekeeping trolley, Maintenance of hotel, furniture etc. Oberoi Hotels have maintained world class infrastructure and has always offered contemporary services.

Technology Development

Technology is an important source of competitive advantage. The Oberoi Hotels provide Central Lock in System (CLS) & Central Registration System(CRS) for customers, Point of Sale (POS) for inventory control & store, GFS guest feedback system and Customer Relationship Management (CRM).

Also, the Oberoi hotels have come up with a distinctive way of becoming familiar with the tastes and preferences of their guests. It is noted that each guest who stays at an Oberoi hotel comes in contact with a staff member almost 42 times in a day. Hence, staff members have enough opportunities to determine the preferences and tastes of guests. Inputs are given by butlers, house-keeping and room-service boys which is fed into the centralised guest-history system of Oberoi Hotels. This system has profiles of over 11 lakh guests and includes minute details including their preference for room numbers with certain digits or for certain floors, types of pillows and beds and even their preferred type of flowers.

Human Resource Management (HRM)

Employees are the key resource of the group. Oberoi trains employees irrespective of their designation and work span through the Oberoi Centre of Learning and Development. On-Job-training., workshops, guest Lectures, job rotation are provided. ,Attrition rate at Oberoi is lowest among its competitors. Oberoi hot...

... middle of paper ...

...litary like discipline to its service quality which has helped them in delivering quality and consistency in service. The Oberoi senior management is closely involved in ensuring standards of quality in terms of building an experience for the guest. Some of the steps that they have taken are unorthodox, but their globalization strategy has been highly successful in building their brand image, even after parting ways with Hilton. What makes them successful is their ability to leverage assets, the skilled work force and the use of modern upgraded technology. Diversification into other product lines would help them to sustain themselves during periods of economic turmoil especially considering their over reliance on the hotels located in Mumbai and Delhi. Quality and personalised service joined with standardisation continue to be the trademark of an Oberoi experience.