M.COM -part 1 (sem 1) ROLL NO.27 MASTER OF COMMERCE ADVANCED ACCOUNTANCY Semester: 1 Academic Year: 2015-16 Submitted in Partial Fulfilment of the Requirement for the Award of the Degree of MASTER OF COMMERCE SUBMITTED BY VIPUL KESHWANI (ROLL NO.27) M.com(Adv. Accountancy) SEMESTER-1 ACADEMIC YEAR 2015-16 STRATEGIC MANAGEMENT SUBMITTED THROUGH Prof. AMIT K. PRAJAPATI 1 M.COM -part 1 (sem 1) ROLL NO. 27 CONCEPTUAL PROJECT ON OYO ROOMS 2 M.COM -part 1 (sem 1) ROLL NO. 27 CERTIFICATE OF ORIGINALITY This is to certify that the project titled “RESEARCH, STUDY AND ANALYSIS ON INTRODUCTION OF OYO ROOMS. Is an original work of the student and is being submitted in partial fulfillment for the award of the Master’s Degree in Advanced Accountancy (M.COM) of MUMBAI UNIVERSITY. This report has not been submitted earlier either to the university or to any other University/Institution for the fulfillment of the requirement of a course of study. Dr. ASHOK WADIA Prof. SANTOSH GHAH Signature of Principal Signature of Coordinator Date: Date: Place: MUMBAI Place: MUMBAI Signature of External Examiner COLLEGE SEAL Signature of Supervisor Place: MUMBAI Place: MUMBAI Date: Date: 3 Place: Mumbai Vipul Keshwani Date: (M. I further declare that the information has been tapped from the primary and secondary sources of information which have been properly accorded.COM (Advanced Accountancy) Degree is my original work and the project has not formed the basis for the award of any Degree. Associateship.COM -part 1 (sem 1) ROLL NO. Fellowship or any other similar titles. 27 DECLARATION I hereby declare that project entitled “RESEARCH.M.Submitted for the M.COM STUDENT) 4 . STUDY AND ANALYSYIS ON INTRODUCTION OF OYO ROOMS . 5 . I would like to thank our Principal MR.M. I would like to thank coordinator professor SANTOSH GHAG for his constant support in the process of making the project. 27 ACKNOWLEDGEMENT I wish to thank professor AMIT PRAJAPATI for his encouragement and support throughout the project it is due to his best efforts and continuous guidance and that I was able to prepare this project.. I would also like to thank the University of Mumbai to give me this opportunity to explore the valuable information related to this project.ASHOK WADIA for giving me the opportunity to work on this project.COM -part 1 (sem 1) ROLL NO. 6 CONCLUSION AND RECOMMENDATION 32.2 LATEST TECHNOLOGIES USED BY HOTEL INDUSTRIES 2.NO Ch.4 CASE STUDY ( OYO ROOM vs.4 FREQUENTLY ASKED QUESTIONS ABOUT OYO ROOMS 24 Ch.3 HISTORY OF HOTELS 10 1. ZOSTEL CASE ) 27 Ch.1 ONLINE BOOKING SYSTEM 14 2.5 HOTELS IN INDIA 12 1.5 SOCIAL MEDIA 15 2.2 GRAPH ( TOURISM AND HOSPITALITY ) 09 1.33 6 .COM -part 1 (sem 1) ROLL NO.2 EPOS (ELECTRONIC POINT OF SALES) 14 2.NO TITLE PG.M.9 GRAPH PRESENTATIONHOTEL SELECTION) Ch.1 Introduction 1.5 OYO ROOM QUESTIONNAIRE 30 Ch.7 SMART APPLIANCES 16 2.3 OYO ROOM AS A LARGEST BUDGET HOTEL 23 3.1 BUSINESS MODEL 19 3.1 HOTELS-DEFINITION AND DESCRIPTION 07 1.3 CRM 15 2. 27 SR.4 MARKETING AUTOMATION 15 2.2 FOUNDER 22 3.4 GROWTH OF HOTELS (GRAPH REPRESENTATION) 11 1.6 PROFIT CRITERIA OF HOTELS 13 Ch.8 GRAPH PRESENTATION(HOTEL RESERVATION) 17 18 2.3 INTRODUCTION OF OYO ROOMS 3.6 SMART PHONES 16 2. Larger hotels may provide additional guest facilities such as a swimming pool. function. In Japan. Economy hotels are small to medium-sized hotel establishments that offer basic accommodations with little to no services. and a variety of on-site amenities. Hotels proliferated throughout Western Europe and North America in the 19th century. conference facilities and social function services. The precursor to the modern hotel was the inn of medieval Europe. Hotel rooms are usually numbered (or named in some smaller hotels and B&Bs) to allow guests to identify their room. Boutique hotels are smaller independent non-branded hotels that often contain upscale facilities. Inns began to cater for richer clients in the mid-18th century. to luxury features like en-suite bathrooms. on-site full service restaurant(s). and luxury hotels began to spring up in the later part of the century. Timeshare and Destination clubs are a form of property ownership involving ownership of an individual unit of accommodation for seasonal usage. on-site full service restaurant(s). coaching inns served as a place for lodging for coach travelers. Hotel operations vary in size. Some hotels offer meals as part of a room and board arrangement. and cost. full service accommodations. business center. One of the first hotels in a modern sense was opened in Exeter in 1768.1)HOTEL-DEFINITION AND DESCRIPTION:- A hotel is an establishment that provides lodging paid on a short-term basis. a hotel is required by law to serve food and drinks to all guests within certain stated hours. In the United Kingdom. Extended stay hotels are small to medium-sized hotels that offer longer term full service accommodations compared to a traditional hotel. and the highest level of personalized service. For a period of about 200 years from the mid-17th century.COM -part 1 (sem 1) ROLL NO. An upscale full-service hotel facility offers luxury amenities. Small to medium-sized hotel establishments offer a limited amount of on-site amenities. 27 CHAPTER 1 1. Full service hotels often contain upscale full-service facilities with a large volume of full service accommodations. childcare. Facilities provided may range from a basic bed and storage for clothing. A motel is a small-sized low-rise lodging 7 .M. Most hotels and major hospitality companies have set industry standards to classify hotel types. capsule hotels provide a minimized amount of room space and shared facilities. department heads who oversee various departments within a hotel. and line-level supervisors. administrative staff. Most hotel establishments consist of a General Manager who serves as the head executive (often referred to as the "Hotel Manager"). and is often determined by hotel ownership and managing companies.COM -part 1 (sem 1) ROLL NO. Boutique hotels are typically hotels with a unique environment or intimate setting. such as the Ritz Hotel in London. middle managers.M. Some hotels are built specifically as a destination in itself. The organizational chart and volume of job positions and hierarchy varies by hotel size. A number of hotels have entered the public consciousness through popular culture. for example at casinos and holiday resorts. function. 8 . 27 with direct access to individual rooms from the car park. COM -part 1 (sem 1) ROLL NO. 27 1.2) GRAPH PRESENTATION (TOURISM AND HOSPITALITY) 9 .M. One of the first hotels in a modern sense was opened in Exeter in 1768.[4] Savoy Hotel in the United Kingdom and the Ritz chain of hotels in London and Paris. coaching inns served as a place for lodging for coach travelers (in other words. including Tremont House and Astor House in the United States. By the end of the century. 27 1. USA. and luxury hotels. the first to provide indoor plumbing Some English towns had as many as ten such inns and rivalry between them was intense. catering to an extremely wealth. Famous London examples of inns include the George and the Tabard. stabling and fodder for the traveler's horse(s) and fresh horses for the mail coach. with the kitchen and parlour at the front and the stables at the back. Traditionally they were seven miles apart but this depended very much on the terrain. including food and lodging. For a period of about 200 years from the mid-17th century. Inns began to cater for richer clients in the mid-18th century. A typical layout of an inn had an inner court with bedrooms on the two sides. Coaching inns stabled teams of horses for stagecoaches and mail coaches and replaced tired teams with fresh teams. later changing its name to Claridge's. In Greco-Roman culture hospitals for recuperation and rest were built at thermal baths. 10 .3)HISTORY OF HOTELS:- Facilities offering hospitality to travellers have been a feature of the earliest civilizations. a luxury hotel. not only for the income from the stagecoach operators but for the revenue for food and drink supplied to the wealthy passengers. In 1812 Mivart's Hotel opened its doors in London.M. although the idea only really caught on in the early 19th century. Hotels proliferated throughout Western Europe and North America in the 19th century. began to spring up in the later part of the century. with a regular timetable being followed and fixed menus for food. coaching inns were being run more professionally. Tremont House in Boston. These would provide for the needs of travelers. a roadhouse). The precursor to the modern hotel was the inn of medieval Europe. possibly dating back to the rule of Ancient Rome. and consequently grew in grandeur and the level of service provided. During the Middle Ages various religious orders at monasteries and abbeys would offer accommodation for travellers on the road.COM -part 1 (sem 1) ROLL NO. MANAGED HOTELS 3. It shows the number of Hotels divided into different categories:- 1. FRANCHISED HOTELS 2. OWNED HOTELS 11 . LEASED HOTELS 4.M. 27 1.COM -part 1 (sem 1) ROLL NO.4)GROWTH OF HOTEL INDUSTRIES:- The below mentioned graph shows the Growth of Number of Hotel in OPERATIONS and UNDER DEVELOPMENT. demand is going to exceed supply by at least 100% over the next 2 years. receiving almost 24-hour rates from both guests against 6-8 hours usage. Already. currently in different stages of planning and development and should be ready by 2012. 'Hotel India' room rates are most likely to rise 25% annually and occupancy to rise by 80%. more and more IT professionals are flocking to Indian metro cities. data says. with opportunities galore the future 'Scenario of Indian Hotel Industry' looks rosy. India ranks 18th in business travel and will be among the top 5 in this decade. The World Travel and Tourism Council.000 quality rooms. the rating on the 'Indian Hotels' is bullish. Even budget hotels are charging USD 250 per day. over the next two years. when Delhi hosts the Commonwealth Games. Sources said.000 rooms fueling hotel room rates across India. India. Sources estimate. 'Hotels in India' has a shortage of 150. Five-star hotels in metro cities allot same room.4 million tourists visited India last year and at current trend. This figure will skyrocket in 2010.5) HOTELS IN INDIA:- Over the last decade and half the mad rush to India for business opportunities has intensified and elevated room rates and occupancy levels in India. 4. 'India Hotel Industry' is adding about 60. 'Hotels in India' have supply of 110. demand will soar to 10 million in 2010 . 12 . MNC Hotel Industry giants are flocking India and forging Joint Ventures to earn their share of pie in the race.COM -part 1 (sem 1) ROLL NO. Therefore. 'Hotel Industry in India' is eroding its competitiveness as a cost effective destination. India is a destination for hotel chains looking for growth. The successful growth story of 'Hotel Industry in India' seconds only to China in Asia Pacific. However.M. more than 50 international budget hotel chains are moving into India to stake their turf. With demand-supply disparity. With tremendous pull of opportunity. According to the tourism ministry. With the USD 23 billion software services sector pushing the Indian economy skywards. 'Hotel Industry in India' is set to grow at 15% a year.to accommodate 350 million domestic travelers. the manpower requirements of the hotel industry will increase from 7 million in 2002 to 15 million by 2010. 27 1. nearly half of which are in the luxury range.000 rooms. more than once a day to different guests. Government has approved 300 hotel projects. 27 1.6) PROFIT CRITERIA OF HOTELS:- The Following PIE CHART shows the different ways by which a HOTEL makes MONEY which is divided into following divisions:- 1.COM -part 1 (sem 1) ROLL NO. FOOD AND BEVERAGE 3. OTHERS 13 . BANQUET AND CONFERENCES 4. ROOMS 2.M. By integrating 14 . There are a number of solutions that have already begun to change the way that business is done.COM -part 1 (sem 1) ROLL NO.2. or any other time when calling is not convenient.1) Online booking systems Online bookings are now extremely widespread in the hotel industry. and the hospitality industry is no different. as many industry insiders now consider it essential to have an online booking service.M. 2. which also requires a well-designed. The common attribute that they all share is the fact that they allow businesses to have a more convenient. so businesses will need to choose based on their individual needs. allowing hospitality venues to operate more efficiently and provide better customer service. There will always be some people who prefer to pick up the phone. with many restaurants also beginning to accept them as their popularity increases. Both approaches have their own pros and cons. This brings a new dimension to customer service and marketing. 27 CHAPTER 2:- LATEST TECHNOLOGIES USED IN HOTEL INDUSTRIES:- Almost every industry is undergoing a technology-driven transformation. mobile-friendly website with a simple interface. An important decision for many hotels and restaurants is whether to use a third party online booking service.) EPOS Electronic point of sale (EPOS) systems are becoming more and more sophisticated. but online booking systems mean that customers can reserve a room or a table outside the venue’s business hours. informed and valuable relationship with their customers. Here are seven areas in which technological advances are transforming the hospitality industry and enabling a new level of customer service: 2. or to develop their own customised system. or the way that it will be done in the near future. loyalty programs and more is accessible at the touch of a button. such as emailing customers who have been visiting or clicking on certain areas of the website or social media pages. 15 . A basic example is to automatically send a discount email to customers on their birthdays. Attractive images are usually the most popular type of post. as well as making important details easily accessible to all staff via a cloud-based application. which means that staff can process orders. 2. In addition. inventory management and other tools. cloud-based POS applications are becoming more common. reservations. 2.M.5) Social media A social media presence is crucial in the hospitality industry. An effective CRM makes it easier to build ongoing relationships with customers. stock. many larger hospitality businesses could benefit greatly from monitoring and nurturing their prospects to encourage repeat business. Businesses should also choose their social media platforms carefully based on their target audience. information on capacity.4) Marketing automation Marketing automation allows personalised emails to be sent to customers and prospects based on their activities and personal information. However. rather than simply joining all of them.3) CRM Customer relationship management (CRM) software allows contacts and information to be organised and managed in one place.COM -part 1 (sem 1) ROLL NO. so restaurants and hotels should take the opportunity to share beautiful and interesting photos of their food and their facilities. advanced marketing automation software allows much more complex tasks to be performed. bookings and payments directly from a tablet. 2. While this may be out of reach for restaurants and smaller venues. This affords them greater mobility and adds another level of convenience for the customer. particularly given that Facebook is a popular platform for check-ins and reviews of restaurants and hotels. 27 with CRM. COM -part 1 (sem 1) ROLL NO. blinds. radio and room service will all be controlled from a single tablet device. the core offerings of a hospitality business. And an even more revolutionary service will soon be made available. select their room.6) Smartphones The proliferation of smartphones is yet another opportunity for hospitality businesses to improve customer service.M. 2. 27 2. the truth is that they are there to enhance. Lighting. check maps and make extra requests or purchases all from their smartphones. or from a single app that guests can download and login to from their own device. Despite the many changes that are being brought on by these technologies. TV.7) Smart appliances Advances in smart appliances and home automation are beginning to reach the hotel industry. Top quality food and customer service are still the fundamental pillars of the industry. temperature. not to replace. Hilton Worldwide has taken advantage of this by offering guests the ability to check in and out. and will no doubt have a greater influence in the future. alarms. 16 . using security technology that allows smartphones to function as room keys. but the technologies discussed above can make it easier for you to consistently deliver a memorable experience to your guests. 27 2.8.) GRAPH PRESENTATION ON HOTEL RESERVATIONS 17 .COM -part 1 (sem 1) ROLL NO.M. 27 2.9) GRAPH PRESENTATION ON WEB LEADS ON HOTEL RESERVATION 18 .M.COM -part 1 (sem 1) ROLL NO. branded toiletries. leisure destinations and pilgrimage towns. Goa. The company is backed by investors like the Softbank Group. 6-inch shower heads. Mumbai. Kolkata and others. OYO provides property owners with support such as quality standardized supplies and service training. The standards are audited every few days so that the customers are assured a quality experience. OYO Rooms provides standardized hotel rooms with features such as an air-conditioned room.However recently OYO has changed its policy and allow you to spend only 25% of your hard earned referral money when you book a hotel. OYO Rooms is among the companies that may be the next start-up unicorns. a beverage tray and so on.COM -part 1 (sem 1) ROLL NO. They can also order beverages and request room service through the app. Sequoia Capital and Lightspeed India. Hyderabad. OYO is present in major metros. flatscreen TVs. Green oaks Capital. Bangalore. spotless white bed linen of a certain thread count. Jaipur. Gurgaon. the rest must be paid by the guest from his pocket. Hotel owners who partner with OYO Rooms are connected via world’s first tablet based property management App and become part of the OYO brand. OYO Rooms partners with hotels with the aim of standardization on various measures in each room including free wifi and breakfast. OYO boasts of a 24x7 in-house customer service center. 3. OYO’s budget stays range from 999 ($16) to 4. 19 .M. According to a research carried out by CB Insights for The New York Times.1)BUSINESS MODEL:- OYO Rooms is an online aggregator of budget hotels. OYO Rooms currently operates in more than 120 Indian cities including Delhi. 27 CHAPTER 3:- INTRODUCTION OF OYO ROOMS:- OYO Rooms is a branded network of hotels in India. a complete "U-turn" from their initial model.000 rupees ($66). regional hubs. Chennai. Guests can use the OYO Rooms App for booking rooms on the go. complimentary breakfast and Wi-Fi with 24x7 customer service support. to help budget travellers find affordable bed-and-breakfast accommodation in major cities across India and was incubated at Mumbai-based Venture Nursery. The company raised Rs. 150 crore from New Delhi based Lightspeed Venture Partners (LSVP). a technology-enabled network of branded hotels. a two-year program started by Peter Thiel . “During my student days. 20 .M. in 2013. Agarwal was bestowed with the Thiel Fellowship. San Francisco based Greenoaks Capital and DSG Consumer Partners. Founder CEO. investors and scientists. travellers end up spending more or.COM -part 1 (sem 1) ROLL NO. or hot water in the bathroom.” Ritesh Agarwal. travellers will never hesitate to book and stay in a budget room.” he points out.” he explains the nuanced difference between his two ventures.” recalls Agarwal. while this only made travellers know about budget hotels. He founded Oravel Stays in 2012. “One of the biggest takeaways for me as a Thiel fellow was direct mentoring by Peter. resign themselves to compromising due to budget constraints. “If Oravel was all about simply connecting travellers to budget accommodation. The fellowship is bestowed upon 20 people each year. there was no guarantee about the quality of the rooms – whether it would have a clean bed and linen. I travelled across the country and stayed at more than 100 budget hotels. This lesson played a big role in helping shape OYO Rooms –which aims to solve the problem of high-quality standardised rooms at budget prices. Concerns about hygiene and cleanliness are uppermost on one’s mind. Since a certain standard can be expected only in star hotels. Gurgaon-based OYO Rooms.a Silicon Valley investor and who was behind the success of companies such as Facebook. who took a lot of interest in teaching us the value of solving a big customer problem creatively. If the same standardised experience can be offered at a pocket-friendly price. Each fellow receives a grant of US $100. he started Oyo Rooms. Tesla and others. 27 Availability of good quality hotels is a priority for travellers. Starting Young During his entrepreneurial journey. And so. However. This has helped the company realise its ambition of becoming the largest technology-enabled network of hotels in the world. which made me realise how difficult it was to get a pleasant and reliable ‘consumer experience’ in this segment.000 and mentorship from the foundation’s network of technology entrepreneurs. Oyo Rooms is about creating a network of budget hotels with standardised rooms and amenities – so the travellers always know what they are going to get. Bengaluru-based Sequoia Capital. “This was a huge contrast from the experience that expensive hotels provide – where guests always know that the basic amenities will be of a certain standard that they can rely on. which are segregated in various department like marketing.COM -part 1 (sem 1) ROLL NO. hassle-free experience for all guests. they came onboard. manage check-ins and checkouts etc. “We have built a very high quality.” points out Agarwal. “Once we were able to make them understand how Brand OYO caters to these needs. product.” explains he. It partners with hotel owners on a revenue-share basis.” he explains. Using this app. The biggest challenge initially was to get hotels onboard since hotel owners typically care about occupancy. OYO’s effort has been to ensure access to standardised budget hotel that offer predictable and high-quality stay with standardised amenities. TV. The team carries out audits of properties on a regular 21 . compatibility playbook wherein by entering information about the hotel. supply. consulting. combined with the assurance of a comfortable and predictable stay managed by a fast-growing network of branded hotels. the owner’s background and other such details. 27 From three people in 2013.” says Agarwal. “We use various marketing channels online and offline both to promote our various product offerings. OYO has 500 plus members today and employs people from several leading universities including Harvard.” says Agarwal with confidence. a hotel manager can track the real time status of bookings and room availability. OYO Rooms has developed an asset-light business model. IT. operations. “If you book a five star hotel. We are bringing the same predictable experience to affordable price points. All OYO hotels are equipped with a tablet. This process helps OYO select only those hotels that are perceived to be best for consumers in terms of location. running a proprietary OYO ‘Property Manager’ app that ensures a superior. 999 and universally offer clean and comfortable bed. sales. hospitality. IIT. OYO Rooms start at Rs.M. and infrastructure among others. is its USP. A major share of hotel control is left to the management. “We have talent from across sectors like e-commerce. customer experience. HR. This. OYO has a strong referral network as well as high repeat customers. technology. Highly optimised processes allow the company to scale very fast – for example. and a complimentary breakfast. Light on Feet OYO rooms are priced up to 35 per cent lower than similarly-spaced rooms by other hotels. we can check our compatibility with these hotels. “We believe there is no other competitor offering similar value proposition. finance. travel etc. their proprietary on-boarding process allows them to add new hotels within five to six days of signing the agreement. The app also helps a manager conveniently track payments as well as incidental expenses like F&B and laundry attributed to a guest. reservation. you always expect a predictable way of check-in. air- conditioning. a clean and attached bathroom. ISB and the IIMs. pilferage and customer experience. WiFi.” he adds. amenities in the room etc. though OYO manages and controls a few critical touch-points for the consumer. transformation. COM -part 1 (sem 1) ROLL NO. Ritesh Agarwal. we are aiming to expand to 1. and Agarwal realised that technology can play a transformational role even in a traditional brick and mortar industry like hospitality. Being an avid traveler.” says he. 27 basis. Ritesh's story has been widely covered by the Indian media.000 hotels in 25 cities. Adding Rooms OYO Rooms currently has 250 hotels in more than 13 cities today and is adding about 20-30 new hotels every month. predictable hotel experiences in the budget hospitality category.000 to pursue his start-up idea.M. “We have successfully used technology to create and provide a hassle-free and seamless experience to our customers. The company is investing heavily in technology and people. OYO ends the partnership. And we are going to continue using technology to reinvent the OYO customer experience. a two-year program. and we believe we have barely scratched the surface so far. he pivoted Oravel to OYO Rooms in 2013 with the key proposition of offering affordable and standardized accommodation. Peter Thiel.000 room nights every month. Ritesh was selected for the Thiel Fellowship. in 2013. He has won Business World Young Entrepreneur Award[9] and the TiE-Lumis Entrepreneurial Excellence Award. and open new OYO Rooms in smaller cities and towns to truly revolutionize how Indians travel on budget. We are also looking to expand beyond the 13 cities we are in. to check on the condition of rooms. 3.Oravel was designed as a platform to enable listing and booking of budget accommodation. Through the fellowship Ritesh received a support grant of $100. Ltd. “By the end of 2015. And if there are more than three negative customer feedbacks (reliable ones) about a hotel.” Agarwal shares his vision. status of basic amenities etc. is the founder & CEO of OYO Rooms. 22 . he soon realized that the budget hospitality sector lacked predictability. Ritesh started his entrepreneurial journey when he was 17 years old. The hotels register 80 per cent to 90 per cent occupancy levels and are currently booking 50. in the year 2012. A program started by Paypal founder. “Our growth is simply a reflection of our vision to meet this demand.2)FOUNDER:- 21-year-old.” he adds. Therefore. The greatest growth driver is an enormous demand for branded. The long-term goal is to create the world’s largest network of branded hotels. He dropped out of college and launched his first start-up Oravel Stays Pvt. ” 23 . OYO Rooms today crossed an important milestone as it became India’s largest budget hotel chain. Founder and CEO of OYO Rooms said.000 hotels in 45 cities by this year-end. Sequoia.M. The OYO Rooms mobile app is also the world’s first personal room service app that allows guests staying at an OYO to order room service directly from their smartphones. 27 3.000 downloads within a month of its launch. OYO Rooms also said that the company has set itself a revised target to expand its network to 2. “OYO Rooms started this segment and is ahead of other players who have recently entered this space. “India’s budget hospitality market is ripe for disruption and as the market leader.COM -part 1 (sem 1) ROLL NO.500 rooms in 400 hotels across India. Our customers’ feedback and loyalty encourages us to redouble our growth efforts as we are keen to bring the OYO experience to as many Indian travelers in as many different cities as possible. OYO Rooms is already India’s largest branded network of hotels. Greenoaks Capital and DSG Consumer Partners. COO of OYO Rooms said. from one hotel in Gurgaon less than two years ago. Abhinav Sinha.000 bookings have been made through the OYO Rooms mobile app within a week. and at the earliest. with a network covering 4. It is their trust in us that has given us the confidence to continue to grow at such a rapid pace. The app has already crossed more than 100. That is why most of our branded hotels witness more than 80% occupancy and our customers love us. Available on Android and iOS platforms. We are the pioneers in bringing the comfort and experience of an expensive hotel at a really affordable price and use technology to enhance customer experience. Funded by Lightspeed.” OYO Rooms had recently launched its mobile app that promised a hotel room booking in less than 10 seconds. we are best poised to lead this change. having grown its network to 400 hotels in 16 cities today. Ritesh Agarwal.3)OYO ROOM AS A LARGEST BUDGET HOTEL:- Continuing with its rapid expansion drive. more than 15. )How big is the OYO Rooms network? A.)How can one book an OYO? 24 . Q.)The network of branded hotels currently includes over 2500+ hotels spread across 126 cities with more cities and hotels planned to come up very soon. Q.)How much does an OYO cost? Are there any hidden charges to be paid? A. We also provide a toiletries kit in each room. 27 3.)When you book OYO Rooms.M. you get to stay in OYO Rooms and not any random XYZ hotel.)What are the key features of 'standardized' OYO Rooms? A.)What is OYO Rooms? A.)The key features include AC rooms with TV.)How is OYO Rooms different from an online travel agent or an online marketplace of hotel rooms? A. complimentary breakfast. Q. Q. when you book OYO Rooms. you get a guaranteed amazing OYO experience across all hotels under the OYO Rooms network unlike an online marketplace where the end-user experience is not standardized. free Wi-Fi and hygienic washrooms. In short.COM -part 1 (sem 1) ROLL NO. spotless linen.)OYO Rooms is India's largest branded network of hotels offering standardized rooms in different locations across the country.4)FREQUENTLY ASKED QUESTIONS ABOUT OYO ROOMS:- Q. Q.)Rooms start at Rs 999 only with no hidden charges. COM -part 1 (sem 1) ROLL NO.)Can I get my booking revised? A.)Can I get my booking cancelled? A. After a booking is created you will receive a confirmation SMS that has a map link of the OYO booked as well the address of the OYO property. Q. Q.)There are many ways to locate your OYO – On the app.)How do I locate the OYO Rooms hotel I have booked? A. Q.Bookings made through our app can be cancelled on the app itself. one can book OYO Rooms through any of our partner online travel agents. 27 A. The applicable refund amount will becredited to you within 3 working days.M. Call us on 9313931393 to cancel your booking. through the www.)Does any payment need to be made at the time of booking? A. Q.com website and on phone by calling 9313931393. 25 . please tap on "Get Directions" on the "Upcoming Booking" card. After a booking is created. you will receive an e-mail with the address of the property. You will also receive an SMS with directions to reach the hotel booked on the day of the check- in.)What are the standard check-in and check-out times? A.oyorooms.)Customers have the option to either make an advance payment or pay at the hotel during check-out. In addition.)Of course! Simply call us at 9313931393 and our customer care representative will assist you with the revised booking.)The standard check-in time is 12 PM and the standard check-out time is 11 AM.)OYO Rooms can be booked in various ways including through the OYO Rooms app. Q.)OYO Rooms has a simple cancellation process. please send an e-mail to corporate@oyorooms. Am I eligible for any special discounts? A. These include your passport. How should I go about it? A.)I am a hotel owner.com or call 93 13 93 13 93 for details.)I intend to stay at OYO Rooms for a long period.)For corporate bookings.COM -part 1 (sem 1) ROLL NO. Q.)To join our ever-expanding network of hotels. How can I partner with OYO Rooms? A. simply call us at 70530-70530 and we will get back to you with all the details. Please note that PAN card does not qualify as an acceptable ID proof.)You could be eligible for a special discount based on the duration of your stay. Q. 26 .)You need to carry the confirmation e-mail/ booking ID sent to you at the time of booking and any of your ID proofs that should have your address and photograph. driving license and voter's ID card. Please send an e-mail to [email protected] or call 7503 222 333.M. 27 Q. Aadhaar card.)What documents do I need to carry to the hotel to ensure a quick check-in? A.)I am looking for corporate bookings with OYO Rooms. Q. Zostel recently launched Zo Rooms. CCTV footage and theft of its 'software' by few of its own employees who apparently left to join Zostel. 27 CHAPTER 4 :- CASE STUDY:- Startup Wars: Oyo Rooms vs Zostel case gets murkier in Courts The Delhi High Court has issued a stay order against backpacker hostel startup Zostel Hospitality Private Limited on a complaint rival Oravel Stays Private Limited. which rival hotel room aggregation start-up Oyo Rooms alleges is based upon copied data. The employees have been made a party in the case. According to sources. The High Court in its stay order dated April 21. which alleged theft of its copyright material.M. 2015 barred Zostel which recently started budget 27 .COM -part 1 (sem 1) ROLL NO. Oyo Rooms produced evidences such as emails. Funded with Rs 125 crore from San Francisco- based Greenoaks Capital. 2015. Zostel was founded in 2013. six IIM Calcutta graduates. 2015 as the next hearing date of the case." said Paavan Nanda. Oravel Stays Private was founded in 2012 by college dropout Ritesh Agrawal. cofounder at Zostel. 27 hotel aggregation business 'Zo Rooms' from using 'confidential information and software' of Oyo Rooms.M. Besides Zo Rooms. just to kill any competition. The High Court has set September 2. "Access to confidential information such as documents for operations and central reservation systems software by external parties especially Defendant (Zostel) can impact revenue of plaintiff (Oravel). since last 18 months. "We had tried to resolve the issue with Zostel amicably but failed to do so leaving us with no choice but to take matter to 28 . Funded with Rs 5 crore from Malaysia-based angel investor Presha Paragash." Justice Indermeet Kaur said in her order dated April 21.COM -part 1 (sem 1) ROLL NO. "No illegality has been committed by us. a number of branded budget hotel aggregation chains such as Zipotel and Awesome Stays have come up in the country. We are in possession of the material that would demonstrate how a false and fabricated story has been created by OYO only out of business rivalry. " the statement said." an Oyo Rooms official told ET on condition of anonymity.M.COM -part 1 (sem 1) ROLL NO. media agency for Oyo Rooms sent out a statement saying that: "Hospitality start up Zostel has received a stay order to stop using confidential information." "This is a reminder to the budding entrepreneurs that building a business around sound ethics is as important as great marketing. 27 court. However. 29 . )Overall. Please complete our guest satisfaction survey to help us better serve you! 1.COM -part 1 (sem 1) ROLL NO. responsiveness. We strive to make each and every one of our valued guests have an unforgettable experience. We are delighted that you choose The Brooks Hotel as your preferred hotel for your travel needs in the Bakken area. courtesy.) Excellent Good Average Below Average Poor 30 . 27 CHAPTER 5 :- OYO ROOMS QUESTIONNAIRE Name: _____________________________________ E-mail Address: _____________________________ Date of Birth: ________________________ Dear Guest.M. how would you rate our staff's hospitality? (Friendliness. how would you rate our room service.)Overall. how would you rate our décor.)Overall. food quality and bar service? Excellent Good Average Below Average Poor 5.)Overall.M.COM -part 1 (sem 1) ROLL NO. how would you rate our cleanliness (Room. how would you rate the value for the price paid? Excellent Good Average Below Average Poor 31 .)Overall. common areas. condition of rooms and public areas? Excellent Good Average Below Average Poor 3. lobby?) Excellent Good Average Below Average Poor 4. 27 2. 3.M. this will also indicate which room/function halls are available for reservation. The proponents have devised a system that will streamline the procedure of processing reservations with an online reservation system with the following modules: 1.COM -part 1 (sem 1) ROLL NO. (2) levels of access. not completed reservation and user’s overview and since it is computerized and done in real time. every reservation done will automatically be counted and will display the remaining available dates and room/function halls. 32 .) The system will provide a monitoring module that will display an overview of the system which is accessible only to the admin. The first will be the administrator of the system and the customer for the second level of access. pending reservations.) Increasing the security and confidentiality of each files and report by providing a security module. With this the admin can easily view which dates are available or unavailable for any event reservation. 27 CHAPTER 6:- CONCLUSION :- Based on the information stated in the INTRODUCTION OF OYO ROOMS is in need of a reservation system upgrade and have come up with the appropriate solution. making their system more organized and efficient. a log-in form that will have. furthermore the system will also provide an organized view of confirmed reservation. In addition only those who are registered members of the system will have the privileged of reserving and booking of rooms and events. thus restricting unregistered members from reserving/booking a room or event. Each will have a unique username and password thus making the system more secured not only for the company but also to other users of the system. 2. 5.COM -part 1 (sem 1) ROLL NO. 33 . thus giving their client the ease of easily and immediately paying their reservation fee without leaving their own home. Most of the Hotels provide goods and services using web-based system. so that the client can easily get a feedback or answer once they send an inquiry or message. Upgrade the system by including online payment through PayPal. Femar hotel and garden resorts manual reservation and booking system old.M. Include an audit trail. It helps to perform task in an easy way with less time consumed. outdated. to track the time of log-in and log-out of the user. 4. 3. worn down. The proponents recommend to the next developer or future researcher to 1. Enable editing of content for other modules. Include the company’s other additional services as part of the booking/reservation system. Upgrade the system to online inquiry. and cannot be expected to be applied to the increasing demand for a higher and much better services. 27 Recommendation:- In this generation there is an increasing demand for a faster and more high tech way of processing or doing any kind of transactions. Some companies are become fully automated while others strive for the manual procedure on making reservations. thesmartceo.html Visit to a nearby hotel which carries OYO ROOMS facility (EXECUTIVE ENCLAVE .COM -part 1 (sem 1) ROLL NO.searchandgo. Bandra ) 34 .php Google. 27 BIBLIOGRAPHY :- http://www.M.com/travel/hotels-history.indiatimes.economictimes.com http://tech.com/news/startups/startup-wars-oyo- rooms-vs-zostel-case-gets-murkier-in-courts/47063307 http://www.in/starting-up/a-business-model-for-budget- hotels. Pali Hill .