CHAPTER 1

1.1)HOTEL-DEFINITION AND DESCRIPTION:-

A hotel is an establishment that provides lodging paid on a short-term basis. Facilities provided
may range from a basic bed and storage for clothing, to luxury features like en-suite bathrooms.
Larger hotels may provide additional guest facilities such as a swimming pool, business center,
childcare, conference facilities and social function services. Hotel rooms are usually numbered
(or named in some smaller hotels and B&Bs) to allow guests to identify their room. Some hotels
offer meals as part of a room and board arrangement. In the United Kingdom, a hotel is required
by law to serve food and drinks to all guests within certain stated hours. In Japan, capsule hotels
provide a minimized amount of room space and shared facilities.

The precursor to the modern hotel was the inn of medieval Europe. For a period of about 200
years from the mid-17th century, coaching inns served as a place for lodging for coach travelers.
Inns began to cater for richer clients in the mid-18th century. One of the first hotels in a modern
sense was opened in Exeter in 1768. Hotels proliferated throughout Western Europe and North
America in the 19th century, and luxury hotels began to spring up in the later part of the century.

Hotel operations vary in size, function, and cost. Most hotels and major hospitality companies
have set industry standards to classify hotel types. An upscale full-service hotel facility offers
luxury amenities, full service accommodations, on-site full service restaurant(s), and the highest
level of personalized service. Full service hotels often contain upscale full-service facilities with
a large volume of full service accommodations, on-site full service restaurant(s), and a variety of
on-site amenities. Boutique hotels are smaller independent non-branded hotels that often contain
upscale facilities. Small to medium-sized hotel establishments offer a limited amount of on-site
amenities. Economy hotels are small to medium-sized hotel establishments that offer basic
accommodations with little to no services. Extended stay hotels are small to medium-sized hotels
that offer longer term full service accommodations compared to a traditional hotel.

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Timeshare and Destination clubs are a form of property ownership involving ownership of an
individual unit of accommodation for seasonal usage. A motel is a small-sized low-rise lodging
with direct access to individual rooms from the car park. Boutique hotels are typically hotels
with a unique environment or intimate setting. A number of hotels have entered the public
consciousness through popular culture, such as the Ritz Hotel in London. Some hotels are built
specifically as a destination in itself, for example at casinos and holiday resorts.

Most hotel establishments consist of a General Manager who serves as the head executive (often
referred to as the "Hotel Manager"), department heads who oversee various departments within a
hotel, middle managers, administrative staff, and line-level supervisors. The organizational chart
and volume of job positions and hierarchy varies by hotel size, function, and is often determined
by hotel ownership and managing companies.

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1.2) GRAPH PRESENTATION(TOURISM AND HOSPITALITY)

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1.3)HISTORY OF HOTELS:-

Facilities offering hospitality to travellers have been a feature of the earliest civilizations. In
Greco-Roman culture hospitals for recuperation and rest were built at thermal baths. During the
Middle Ages various religious orders at monasteries and abbeys would offer accommodation for
travellers on the road.

The precursor to the modern hotel was the inn of medieval Europe, possibly dating back to the
rule of Ancient Rome. These would provide for the needs of travelers, including food and
lodging, stabling and fodder for the traveler's horse(s) and fresh horses for the mail coach.
Famous London examples of inns include the George and the Tabard. A typical layout of an inn
had an inner court with bedrooms on the two sides, with the kitchen and parlour at the front and
the stables at the back.

For a period of about 200 years from the mid-17th century, coaching inns served as a place for
lodging for coach travelers (in other words, a roadhouse). Coaching inns stabled teams of horses
for stagecoaches and mail coaches and replaced tired teams with fresh teams. Traditionally they
were seven miles apart but this depended very much on the terrain.

Tremont House in Boston, USA, a luxury hotel, the first to provide indoor plumbing

Some English towns had as many as ten such inns and rivalry between them was intense, not
only for the income from the stagecoach operators but for the revenue for food and drink
supplied to the wealthy passengers. By the end of the century, coaching inns were being run
more professionally, with a regular timetable being followed and fixed menus for food.

Inns began to cater for richer clients in the mid-18th century, and consequently grew in grandeur
and the level of service provided. One of the first hotels in a modern sense was opened in Exeter
in 1768, although the idea only really caught on in the early 19th century. In 1812 Mivart's Hotel
opened its doors in London, later changing its name to Claridge's.

Hotels proliferated throughout Western Europe and North America in the 19th century, and
luxury hotels, including Tremont House and Astor House in the United States,[4] Savoy Hotel in

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the United Kingdom and the Ritz chain of hotels in London and Paris, began to spring up in the
later part of the century, catering to an extremely wealth.

1.4)GROWTH OF HOTEL INDUSTRIES:-

The below mentioned graph shows the Growth of Number of Hotel in OPERATIONS
and UNDER DEVELOPMENT.
It shows the number of Hotels divided into different categories:-
1. FRANCHISED HOTELS
2. MANAGED HOTELS
3. LEASED HOTELS
4. OWNED HOTELS

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1.5) 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. Even budget hotels are charging USD 250 per
day. The successful growth story of 'Hotel Industry in India' seconds only to China in Asia
Pacific.

'Hotels in India' have supply of 110,000 rooms. According to the tourism ministry, 4.4 million
tourists visited India last year and at current trend, demand will soar to 10 million in 2010 - to

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accommodate 350 million domestic travelers. 'Hotels in India' has a shortage of 150,000 rooms
fueling hotel room rates across India. With tremendous pull of opportunity, India is a destination
for hotel chains looking for growth. The World Travel and Tourism Council, India, data says,
India ranks 18th in business travel and will be among the top 5 in this decade. Sources estimate,
demand is going to exceed supply by at least 100% over the next 2 years. Five-star hotels in
metro cities allot same room, more than once a day to different guests, receiving almost 24-hour
rates from both guests against 6-8 hours usage. With demand-supply disparity, 'Hotel India' room
rates are most likely to rise 25% annually and occupancy to rise by 80%, over the next two years.
'Hotel Industry in India' is eroding its competitiveness as a cost effective destination. However,
the rating on the 'Indian Hotels' is bullish.

'India Hotel Industry' is adding about 60,000 quality rooms, currently in different stages of
planning and development and should be ready by 2012. MNC Hotel Industry giants are flocking
India and forging Joint Ventures to earn their share of pie in the race. Government has approved
300 hotel projects, nearly half of which are in the luxury range. Sources said, the manpower
requirements of the hotel industry will increase from 7 million in 2002 to 15 million by 2010.

With the USD 23 billion software services sector pushing the Indian economy skywards, more
and more IT professionals are flocking to Indian metro cities. 'Hotel Industry in India' is set to
grow at 15% a year. This figure will skyrocket in 2010, when Delhi hosts the Commonwealth
Games. Already, more than 50 international budget hotel chains are moving into India to stake
their turf. Therefore, with opportunities galore the future 'Scenario of Indian Hotel Industry'
looks rosy.

1.6) PROFIT CRITERIA OF HOTELS:-

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 The Following PIE CHART shows the different ways by which a HOTEL makes
MONEY which is divided into following divisions:-
1. ROOMS
2. FOOD AND BEVERAGE
3. BANQUET AND CONFERENCES
4. OTHERS

CHAPTER 2:-

LATEST TECHNOLOGIES USED IN HOTEL INDUSTRIES:-

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Almost every industry is undergoing a technology-driven transformation, and the hospitality
industry is no different.

There are a number of solutions that have already begun to change the way that business is done,
or the way that it will be done in the near future. The common attribute that they all share is the
fact that they allow businesses to have a more convenient, 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:

2.1) Online booking systems

Online bookings are now extremely widespread in the hotel industry, with many restaurants also
beginning to accept them as their popularity increases. There will always be some people who
prefer to pick up the phone, but online booking systems mean that customers can reserve a room
or a table outside the venues business hours, or any other time when calling is not convenient.
This brings a new dimension to customer service and marketing, as many industry insiders now
consider it essential to have an online booking service, which also requires a well-designed,
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, or to develop their own customised system. Both approaches have their own
pros and cons, so businesses will need to choose based on their individual needs.

2.2.) EPOS

Electronic point of sale (EPOS) systems are becoming more and more sophisticated, allowing
hospitality venues to operate more efficiently and provide better customer service. By integrating

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with CRM, inventory management and other tools, information on capacity, reservations, stock,
loyalty programs and more is accessible at the touch of a button. In addition, cloud-based POS
applications are becoming more common, which means that staff can process orders, bookings
and payments directly from a tablet. This affords them greater mobility and adds another level of
convenience for the customer.

2.3) CRM

Customer relationship management (CRM) software allows contacts and information to be

organised and managed in one place. An effective CRM makes it easier to build ongoing
relationships with customers, as well as making important details easily accessible to all staff via
a cloud-based application.

2.4) Marketing automation

Marketing automation allows personalised emails to be sent to customers and prospects based on
their activities and personal information. A basic example is to automatically send a discount
email to customers on their birthdays. However, advanced marketing automation software allows
much more complex tasks to be performed, such as emailing customers who have been visiting
or clicking on certain areas of the website or social media pages. While this may be out of reach
for restaurants and smaller venues, many larger hospitality businesses could benefit greatly from
monitoring and nurturing their prospects to encourage repeat business.

2.5) Social media

A social media presence is crucial in the hospitality industry, particularly given that Facebook is
a popular platform for check-ins and reviews of restaurants and hotels. Attractive images are
usually the most popular type of post, so restaurants and hotels should take the opportunity to

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share beautiful and interesting photos of their food and their facilities. Businesses should also
choose their social media platforms carefully based on their target audience, rather than simply
joining all of them.

2.6) Smartphones

The proliferation of smartphones is yet another opportunity for hospitality businesses to improve
customer service. Hilton Worldwide has taken advantage of this by offering guests the ability to
check in and out, select their room, check maps and make extra requests or purchases all from
their smartphones. And an even more revolutionary service will soon be made available, using
security technology that allows smartphones to function as room keys.

2.7) Smart appliances

Advances in smart appliances and home automation are beginning to reach the hotel industry,
and will no doubt have a greater influence in the future. Lighting, temperature, blinds, alarms,
TV, radio and room service will all be controlled from a single tablet device, 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, the truth is that they
are there to enhance, not to replace, the core offerings of a hospitality business. Top quality food
and customer service are still the fundamental pillars of the industry, but the technologies
discussed above can make it easier for you to consistently deliver a memorable experience to
your guests.

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2.8.) GRAPH PRESENTATION ON HOTEL RESERVATIONS

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2.9)GRAPH PRESENTATION ON WEB LEADS ON HOTEL RESERVATION

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INTRODUCTION OF OYO ROOMS:-

OYO Rooms is a branded network of hotels in India. OYO Rooms currently operates in more
than 120 Indian cities including Delhi, Gurgaon, Jaipur, Mumbai, Bangalore, Hyderabad, Goa,
Chennai, Kolkata and others. OYO is present in major metros, regional hubs, leisure destinations
and pilgrimage towns.

According to a research carried out by CB Insights for The New York Times, OYO Rooms is
among the companies that may be the next start-up unicorns. The company is backed by
investors like the Softbank Group, Green oaks Capital, Sequoia Capital and Lightspeed India.

OYO Rooms provides standardized hotel rooms with features such as an air-conditioned room,
complimentary breakfast and Wi-Fi with 24x7 customer service support. Guests can use the
OYO Rooms App for booking rooms on the go. They can also order beverages and request room
service through the app. Hotel owners who partner with OYO Rooms are connected via worlds
first tablet based property management App and become part of the OYO brand.

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3.1)BUSINESS MODEL:-

OYO Rooms is an online aggregator of budget hotels. OYO Rooms partners with hotels with the
aim of standardization on various measures in each room including free wifi and breakfast,
flatscreen TVs, spotless white bed linen of a certain thread count, branded toiletries, 6-inch
shower heads, a beverage tray and so on. The standards are audited every few days so that the
customers are assured a quality experience. OYOs budget stays range from 999 ($16) to 4,000
rupees ($66). OYO provides property owners with support such as quality standardized supplies
and service training. OYO boasts of a 24x7 in-house customer service center.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, the rest must be paid by the guest from his pocket, a complete
"U-turn" from their initial model.

Availability of good quality hotels is a priority for travellers. Concerns about hygiene and
cleanliness are uppermost on ones mind. Since a certain standard can be expected only in star
hotels, travellers end up spending more or, resign themselves to compromising due to budget
constraints.

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During my student days, I travelled across the country and stayed at more than 100 budget
hotels, which made me realise how difficult it was to get a pleasant and reliable consumer
experience in this segment, Ritesh Agarwal, Founder CEO, Gurgaon-based OYO Rooms. He
founded Oravel Stays in 2012, to help budget travellers find affordable bed-and-breakfast
accommodation in major cities across India and was incubated at Mumbai-based Venture
Nursery.

However, while this only made travellers know about budget hotels, there was no guarantee
about the quality of the rooms whether it would have a clean bed and linen, or hot water in the
bathroom. 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,
he points out. If the same standardised experience can be offered at a pocket-friendly price,
travellers will never hesitate to book and stay in a budget room. And so, in 2013, he started Oyo
Rooms, a technology-enabled network of branded hotels.

If Oravel was all about simply connecting travellers to budget accommodation, 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, he explains the nuanced difference between
his two ventures.

Starting Young

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During his entrepreneurial journey, Agarwal was bestowed with the Thiel Fellowship, a two-year
program started by Peter Thiel - a Silicon Valley investor and who was behind the success of
companies such as Facebook, Tesla and others. The fellowship is bestowed upon 20 people each
year. Each fellow receives a grant of US $100,000 and mentorship from the foundations
network of technology entrepreneurs, investors and scientists.

One of the biggest takeaways for me as a Thiel fellow was direct mentoring by Peter, who took
a lot of interest in teaching us the value of solving a big customer problem creatively, recalls
Agarwal. 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. The company raised Rs. 150 crore
from New Delhi based Lightspeed Venture Partners (LSVP), Bengaluru-based Sequoia Capital,
San Francisco based Greenoaks Capital and DSG Consumer Partners. This has helped the
company realise its ambition of becoming the largest technology-enabled network of hotels in
the world.

From three people in 2013, OYO has 500 plus members today and employs people from several
leading universities including Harvard, IIT, ISB and the IIMs. We have talent from across
sectors like e-commerce, technology, consulting, hospitality, travel etc. which are segregated in
various department like marketing, supply, transformation, sales, HR, product, IT, reservation,
operations, finance, he adds.

Light on Feet

OYO rooms are priced up to 35 per cent lower than similarly-spaced rooms by other hotels. This,
combined with the assurance of a comfortable and predictable stay managed by a fast-growing
network of branded hotels, is its USP. We believe there is no other competitor offering similar
value proposition, says Agarwal with confidence.

OYO has a strong referral network as well as high repeat customers. We use various marketing
channels online and offline both to promote our various product offerings, says Agarwal.

OYO Rooms has developed an asset-light business model. It partners with hotel owners on a
revenue-share basis. The biggest challenge initially was to get hotels onboard since hotel owners

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typically care about occupancy, pilferage and customer experience. Once we were able to make
them understand how Brand OYO caters to these needs, they came onboard, he explains.

OYOs effort has been to ensure access to standardised budget hotel that offer predictable and
high-quality stay with standardised amenities. We have built a very high quality, compatibility
playbook wherein by entering information about the hotel, the owners background and other
such details, we can check our compatibility with these hotels, explains he. This process helps
OYO select only those hotels that are perceived to be best for consumers in terms of location,
customer experience, and infrastructure among others. Highly optimised processes allow the
company to scale very fast for example, their proprietary on-boarding process allows them to
add new hotels within five to six days of signing the agreement.

All OYO hotels are equipped with a tablet, running a proprietary OYO Property Manager app
that ensures a superior, hassle-free experience for all guests. Using this app, a hotel manager can
track the real time status of bookings and room availability, manage check-ins and checkouts etc.
The app also helps a manager conveniently track payments as well as incidental expenses like
F&B and laundry attributed to a guest.

If you book a five star hotel, you always expect a predictable way of check-in, amenities in the
room etc. We are bringing the same predictable experience to affordable price points, points out
Agarwal. OYO Rooms start at Rs. 999 and universally offer clean and comfortable bed, air-
conditioning, a clean and attached bathroom, TV, WiFi, and a complimentary breakfast.

A major share of hotel control is left to the management, though OYO manages and controls a
few critical touch-points for the consumer. The team carries out audits of properties on a regular
basis, to check on the condition of rooms, status of basic amenities etc. And if there are more
than three negative customer feedbacks (reliable ones) about a hotel, OYO ends the partnership.

Adding Rooms

OYO Rooms currently has 250 hotels in more than 13 cities today and is adding about 20-30
new hotels every month. The hotels register 80 per cent to 90 per cent occupancy levels and are
currently booking 50,000 room nights every month. The long-term goal is to create the worlds
largest network of branded hotels. By the end of 2015, we are aiming to expand to 1,000 hotels

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in 25 cities. We are also looking to expand beyond the 13 cities we are in, and open new OYO
Rooms in smaller cities and towns to truly revolutionize how Indians travel on budget, Agarwal
shares his vision.

The greatest growth driver is an enormous demand for branded, predictable hotel experiences in
the budget hospitality category. Our growth is simply a reflection of our vision to meet this
demand, and we believe we have barely scratched the surface so far, he adds.

The company is investing heavily in technology and people, and Agarwal realised that
technology can play a transformational role even in a traditional brick and mortar industry like
hospitality. We have successfully used technology to create and provide a hassle-free and
seamless experience to our customers. And we are going to continue using technology to
reinvent the OYO customer experience, says he.

3.2)FOUNDER:-

21-year-old, Ritesh Agarwal, is the founder & CEO of OYO Rooms. Ritesh started his
entrepreneurial journey when he was 17 years old. He dropped out of college and launched his
first start-up Oravel Stays Pvt. Ltd. in the year 2012.Oravel was designed as a platform to enable
listing and booking of budget accommodation. Being an avid traveler, he soon realized that the
budget hospitality sector lacked predictability. Therefore, he pivoted Oravel to OYO Rooms in
2013 with the key proposition of offering affordable and standardized accommodation.

Ritesh was selected for the Thiel Fellowship, a two-year program. A program started by Paypal
founder, Peter Thiel, in 2013. Through the fellowship Ritesh received a support grant of
$100,000 to pursue his start-up idea.

Ritesh's story has been widely covered by the Indian media. He has won Business World Young
Entrepreneur Award[9] and the TiE-Lumis Entrepreneurial Excellence Award.

Just 21-years-old, Ritesh Agarwal says his life is nothing short of a film script, and it is hard to
disagree.

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Ritesh is making headlines after his start-up, a technology driven network of hotel rooms got
funding of USD 100 million (Rs. 636 crores) by SoftBank Japan.

But it's not just the money that's making news. What's also caught peoples' eye apart from his
age, is his story.

A college dropout, who once wanted to sit for an engineering exam, Ritesh today heads among
the most valuable start-up by a person who never studied beyond school.

He even sold sim cards to survive, afraid his well off family would end his entrepreneurial
dreams and summon him back home to Odisha if they knew of his struggles.

In Kota, where he was ostensibly preparing for his IIT entrance exams, Ritesh says he couldn't
wait every weekend to slip out to Delhi and meet those doing their own thing.

When we meet him, it's hard to not spot the quirks, he's barefoot because he says shoes are
restricting, or the famous backpack which he carried around with all his possessions for years,
not knowing where he would spend his night - stairwells being regular beds.

But the man making waves has also had his share of controversy, questions about his style of
functioning, ouster of a cofounder and even non-payment of salaries. Ritesh, however, refuses to
get into this, saying he doesn't want to fan the flames.

With industry body Assocham now saying innovators and entrepreneurs will form the next
billionaires club in India by 2020, its people like this who will perhaps script the next chapter of
India's entrepreneurial journey.

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3.3)OYO ROOM AS A LARGEST BUDGET HOTEL:-

Continuing with its rapid expansion drive, OYO Rooms today crossed an important milestone as
it became Indias largest budget hotel chain, with a network covering 4,500 rooms in 400 hotels
across India. OYO Rooms is already Indias largest branded network of hotels, having grown its
network to 400 hotels in 16 cities today, from one hotel in Gurgaon less than two years ago.

Funded by Lightspeed, Sequoia, Greenoaks Capital and DSG Consumer Partners, OYO Rooms
also said that the company has set itself a revised target to expand its network to 2,000 hotels in
45 cities by this year-end.

Ritesh Agarwal, Founder and CEO of OYO Rooms said, Indias budget hospitality market is
ripe for disruption and as the market leader, we are best poised to lead this change. 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, and
at the earliest.

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OYO Rooms had recently launched its mobile app that promised a hotel room booking in less
than 10 seconds. The OYO Rooms mobile app is also the worlds first personal room service app
that allows guests staying at an OYO to order room service directly from their smartphones. The
app has already crossed more than 100,000 downloads within a month of its launch.

Available on Android and iOS platforms, more than 15,000 bookings have been made through
the OYO Rooms mobile app within a week.

Abhinav Sinha, COO of OYO Rooms said, OYO Rooms started this segment and is ahead of
other players who have recently entered this space. 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. That is why most of our branded hotels witness more than 80% occupancy
and our customers love us. It is their trust in us that has given us the confidence to continue to
grow at such a rapid pace.

3.4)FREQUENTLY ASKED QUESTIONS ABOUT OYO ROOMS:-

Q.)What is OYO Rooms?

A.)OYO Rooms is India's largest branded network of hotels offering standardized rooms in
different locations across the country.

Q.)How is OYO Rooms different from an online travel agent or an online marketplace of hotel
rooms?

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A.)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. In short, when you book OYO Rooms, you get to stay in OYO
Rooms and not any random XYZ hotel.

Q.)How big is the OYO Rooms network?

A.)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.)What are the key features of 'standardized' OYO Rooms?

A.)The key features include AC rooms with TV, spotless linen, complimentary breakfast, free
Wi-Fi and hygienic washrooms. We also provide a toiletries kit in each room.

Q.)How much does an OYO cost? Are there any hidden charges to be paid?

A.)Rooms start at Rs 999 only with no hidden charges.

Q.)How can one book an OYO?

A.)OYO Rooms can be booked in various ways including through the OYO Rooms app, through
the www.oyorooms.com website and on phone by calling 9313931393. In addition, one can book
OYO Rooms through any of our partner online travel agents.

Q.)Does any payment need to be made at the time of booking?

A.)Customers have the option to either make an advance payment or pay at the hotel during
check-out.

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Q.)How do I locate the OYO Rooms hotel I have booked?

A.)There are many ways to locate your OYO

On the app, 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.

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.

You will also receive an SMS with directions to reach the hotel booked on the day of the check-
in.

Q.)What are the standard check-in and check-out times?

A.)The standard check-in time is 12 PM and the standard check-out time is 11 AM.

Q.)Can I get my booking revised?

A.)Of course! Simply call us at 9313931393 and our customer care representative will assist you
with the revised booking.

Q.)Can I get my booking cancelled?

A.)OYO Rooms has a simple cancellation process. Call us on 9313931393 to cancel your
booking.Bookings made through our app can be cancelled on the app itself. The applicable
refund amount will becredited to you within 3 working days.

Q.)What documents do I need to carry to the hotel to ensure a quick check-in?

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A.)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. These include your
passport, Aadhaar card, driving license and voter's ID card. Please note that PAN card does not
qualify as an acceptable ID proof.

Q.)I intend to stay at OYO Rooms for a long period. Am I eligible for any special discounts?

A.)You could be eligible for a special discount based on the duration of your stay. Please send an
e-mail to bookings@oyorooms.com or call 93 13 93 13 93 for details.

Q.)I am looking for corporate bookings with OYO Rooms. How should I go about it?

A.)For corporate bookings, please send an e-mail to corporate@oyorooms.com or call 7503 222
333.

Q.)I am a hotel owner. How can I partner with OYO Rooms?

A.)To join our ever-expanding network of hotels, simply call us at 70530-70530 and we will get
back to you with all the details.

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Business Model of OYO Rooms

OYO Rooms is an aggregator that provides a market place for online hotel booking similar to
Uber, which provides a marketplace for online cab booking. Started in the year 2013, OYO is
turning into Indias largest chain of hotels. It has a very simple business model where it adopts
hotels, get them to follow certain basic standards of services, features, staff, pricing and security
and then list them on its web portal and sells them under its brand, earning a part of the profit
from the deal. Currently the company is following invest and expand mode. Till now it has
received funding from the big firms like Sequoia and is estimated to be worth $400 million after
its latest round of funding in August this year, where it received $100 million.

OYOs asset free business model has now challenged the capital heavy hotel industry. The
company does not own any of the properties listed on its site. It only invests in marketing and
quality improvements for the hotels under its banner. The model provides a win-win situation for
both the small budget hotels and owners of spare properties, who do not have enough capacity,
network and knowledge of smart marketing. OYO has helped them increase their bookings by
more than 100% thereby improving their yields.

Unique Selling Proposition

Finding hotels in India is not a big problem, the major issue is the trust factor and predictability
of services. OYO founder, Ritesh Aggarwal, capitalized on this basic need by providing
standardized hotel rooms across the country. The complete model of hotel industry is based on
consumer experience, and with the beautiful amalgamation of technology and quality control
mechanisms has improved customer experience even at economical rates. The complete model is
designed keeping in view the consumer experience, right from booking to finding hotel to
standardized services to high technology room service option. To further enhance the customer
experience, company has tied with Airtel to provide its customers a world class in-room internet
and TV viewing experience at no additional cost.

OYO rooms has also started two new sub-divisions to increase its hold on the market:

OYO Premium Moving from the budget room segment, company has also started premium
room service in metro cities to increase its customer base. OYO premium rooms will cater those

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business travelers or families who are looking for premium services and are ready to shell out
few extra bucks for higher comfort.

OYO WE OYO WE a Women exclusive brand, started by OYO Rooms to cater for women
travelers with all women staff and special amenities for women.Some of the features particular to
this category include automatic door locks, hair dryer, full length mirror in rooms, doctor and
beauty services on call, apart from library with magazines for women and cab services outside
the property.

Customer Segment

The soul of any business lies in the customers it serves. No business model can survive without
taking into consideration the customer segment it wants to cater its product or services. And then
create the rest of the model based on needs and demands of your customer.
Since OYO works as a platform that serves two interdependent customer segments, the visitors
and the hosts:

1. Hosts
In this section the company targets anyone who has a spare room or property that can be rented
giving the owner extra income. The owner has to spend some initial amount on the room to make
it as per the standard set by OYO. Currently it has tie-ups in 158 cities in the country and has
around 5000 hotels.

2. Visitors
The hotel industry in the country has been traditionally dependent on tourists both travelling
across the country and the tourists from abroad who come to see the diverse culture, climate and
historical places. Another growing segment of the customers are business travelers. This segment
prefers comfort and normally have a long stay which may even extend to months in many cases
depending on the project requirements.

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Even for budget hotels of the category of OYO, these two customer segments stand valid as the
trend of staying in luxury hotels has recently shifted to budget hotels where along with low costs,
people feel more connected to the place. It also proves to be economical for business travelers
who have to stay for prolonged durations and are looking for a more authentic staying experience
than the one they get in a hotel.

Another consumer segment that has emerged lately is the students, families and entrepreneurs
who are looking for short duration stays. Some of the entrepreneurs have been permanently
staying in such rooms that cost around 1K, and proves to be cheaper than 3 BHK flat, where they
also have to pay for brokerage, electricity and basic amenities. Also this gives them an option of
shifting from one location to another on need basis and they do not have to bother about hunting
for new places to stay. For students who come on weekends to metros to take coaching, this is a
good option as they can rent rooms on sharing basis, thereby reducing there need to rent a place
in metros.
Oyo Rooms claims that its target audience is divided between customers and consumers. Its
customer ages between 21 year to 35 year while its consumer is between the age of 16 year and
65 year.

Value Proposition

Value proposition basically defines the value being served to the customer segment that you have
chosen. It defines the particular need of the customer that your product or service is satisfying.
This can also be seen as the differentiating factor that makes your customer come to you rather
than other competitors in the market. Different kind of value propositions can be newness,
performance, customization, design and price.

1. Standardization
The major problem faced by the consumers is the lack of predictability in the Indian hospitability
industry. More than 50% of the bookings by travelers are now being done online, and the
numbers are further increasing. In most of the cases, people feeldissatisfied with the services that
are offered when they reach the hotels as compared to the services shown online. To tackle this

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problem, the company has introduced an intensive standardization process. As a part of this
process they send their sales representatives to partner hotels to collect data and take pictures
based on which all the hotels are filtered. Only those hotels that meet the standards are included
in the portfolio.
The company has also came up with an application to make sure that the process of
standardization remains same in all the hotels across 150+ cities. All the sales representatives
that go for site visits follow the app on their tables. The app has defined parameters based on
which any hotel will be evaluated. The representative checks down the complete checklist to
make sure nothing is left as a part of the standardization process. Also the application takes into
consideration the customer reviews which plays crucial role while evaluating any hotel. Making
use of the application and technology, the company has been able to come up with strict quality
checks across all the locations where they exist.

2. Technology
Success lies in taking the best use of available technology in a way that maximizes efficiency of
your business thereby leading to higher customer acquisition and thereby profits. A lot of
innovation these days is happening around making the consumer experience better with the help
of latest technology.

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1. Mobile Application for Hotel Booking
The key factor where technology plays a major role is in making the transaction cycle
smaller.In the hospitality industry where you are always in a touch-point with customer, the
company focused on creating a highly efficient, easy to use mobile application for the
customers. The company managed to develop an application where a customer can book the
hotel within 2 steps. In first step, you search your query, based on which the application
comes up with a number of suggestion in the locality. The second step will be just to click
the book button to confirm your booking. This is an attempt of the company to provide a
simple and seamless way to access and manage your booking.
A major contributor to the two-step process developed is the standardization process which
has made the used comfortable in booking without worrying about reviews of the place.

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2. Tablets in Rooms
This is another step taken by OYO Rooms, where the company has come up with a tablet
application for hotel owners that allows them to keep a track of room status and room service
requests. The tablets have been installed at all the hotel locations by the company. This helps
both the hotel owners and the company. The app provides the owners logistics of their
inventory whereas also provide better visibility and data about the hotel to the company.
The company has now also come up with an idea to put up a tablet in each room in some of
the hotel rooms. Customers can order room service directly via the tablet. The application
designed for the tablet also includes other information like hotel directory along with the list
of restaurants and other places to visit around the hotel.

3. Low cost
Another major value proposition provided by OYO is the prices at which rooms are
available. The prices are normally 35% below other hotels of similar standards. Also this is
the first time in India that services like tablet and online booking are being provided in
budget hotels.

4. Ties up with Airtel

To further increase its value proposition, OYO rooms has recently made a strategic
agreement with Bharti Airtel. As a part of this agreement Airtel will provide seamless
internet connectivity and Direct-To-Home (DTH) services across more than 3,000 OYO
Rooms pan India enabling OYO Rooms customers to enjoy a world class in-room internet
and TV viewing experience at no additional cost.

Channels

This section caters to the channels through with the chosen customer segment want to be
reached. Either you reach them directly or indirectly, physically or digitally. OYO connects with
its customers via a number of channels:

1. Mobile Application

OYO Rooms launched the Mobile Application platform that allowed the customers to do last
minute hotel bookings. With the help of the application, booking has been made extremely

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simple. A room can be booked within a minutejust by following two simple steps of searching
and clicking on book. Application also provides the option to order room service.

2. Web Portal

A customer can book a room online through web portal as well where all the partners of OYO
have been listed. A booking can be made free of cost and payment can be made at the hotel. The
portal also provides information about the city you are planning to visit along with the details of
places to eat and shop nearby.

3. Telephone

In case a person is not able to connect to internet, there is also a provision to make the booking
via the channel of Telephone. A customer can make a booking by calling 9313931393.
Cancellations can also be done with this channel.

4. TV Commercials and Social Media

OYO has also made its presence felt to customers via mass commercial and social media. OYO
Rooms has 3 lakh fans on Facebook and 9000 followers on Twitter. The social media campaign
of JaiHind that featured ManojBajpai and RaveenaTandon was the most successful campaign
of OYO Rooms. The startup has also launched three commercial on Television with
#AurKyaChahiye campaign. As per the company the reason for taking the mass media route is
that although the brand has been a product of digital domain, but its consumer base includes even
those who are not present on digital media. By providing there commercials on television the
company is attempting to connect with those masses that live in small towns and are not tech
savvy.

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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 alleged theft of its
copyright material.

Zostel recently launched Zo Rooms, which rival hotel room aggregation start-up Oyo Rooms
alleges is based upon copied data. According to sources, Oyo Rooms produced evidences such as
emails, CCTV footage and theft of its 'software' by few of its own employees who apparently left
to join Zostel. The employees have been made a party in the case.

The High Court in its stay order dated April 21, 2015 barred Zostel which recently started budget
hotel aggregation business 'Zo Rooms' from using 'confidential information and software' of Oyo
Rooms.

"No illegality has been committed by us. 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, just to kill any competition," said Paavan Nanda, cofounder at Zostel.
Funded with Rs 5 crore from Malaysia-based angel investor Presha Paragash, Zostel was
founded in 2013, six IIM Calcutta graduates. Funded with Rs 125 crore from San Francisco-
based Greenoaks Capital, Oravel Stays Private was founded in 2012 by college dropout Ritesh
Agrawal.
"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)," Justice Indermeet Kaur said in her order dated April 21, 2015. The High
Court has set September 2, 2015 as the next hearing date of the case.

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Besides Zo Rooms, since last 18 months, a number of branded budget hotel aggregation chains
such as Zipotel and Awesome Stays have come up in the country. "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
court," an Oyo Rooms official told ET on condition of anonymity.

However, 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," the statement said.

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OYO Rooms goes International, launches in Malaysia.

Branded budget-hotel marketplace OYO Rooms has marked its entry in the Southeast Asian
market with the launch in Malaysia.

Speaking on the development, Ritesh Agarwal, founder & CEO at OYO Rooms said, Malaysia
is our first port-of-call given the attractive characteristics of the market such as higher-than-
average mobile penetration and a large internet population. Unbranded hotel room supply
accounts for a majority share of hotel supply worldwide. OYOs model is suitable for markets
with large share of unbranded budget supply such as South-east Asia, Africa and South
America.

Online hotel aggregator OYO has entered Nepal in its second foray overseas with the launch of a
hotel in Kathmandu.

The company had earlier ventured in to Malaysia in January 2016.

OYO expands international presence with hotel launch in Nepal

Commenting on the development, OYO Founder and CEO Ritesh Agarwal said: "After our
successful overseas foray in Malaysia, we are now thrilled to offer OYO's hassle-free and
standardised stay experience to travellers visiting Nepal."

The company has been at the forefront of the small and budget hotels revolution in India, he
added.

"We are excited with the opportunity to co-create another successful travel-and-hospitality
ecosystem in Nepal," Agarwal said.

Founded in 2013, OYO currently has 7,000 hotels and 70,000 rooms in more than 200 Indian
cities.

CHAPTER 5 :-

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OYO ROOMS QUESTIONNAIRE

Name: _____________________________________

E-mail Address: _____________________________

Date of Birth: ________________________

Dear Guest,

We are delighted that you choose The Brooks Hotel as your preferred hotel for your travel needs
in the Bakken area. We strive to make each and every one of our valued guests have an
unforgettable experience. Please complete our guest satisfaction survey to help us better serve
you!

1.)Overall, how would you rate our staff's hospitality? (Friendliness, courtesy, responsiveness.)

Excellent

Good

Average

Below Average

Poor

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2.)Overall, how would you rate our dcor, condition of rooms and public areas?

Excellent

Good

Average

Below Average

Poor

3.)Overall, how would you rate our cleanliness (Room, common areas, lobby?)

Excellent

Good

Average

Below Average

Poor

4.)Overall, how would you rate our room service, food quality and bar service?

Excellent

Good

Average

Below Average

Poor

5.)Overall, how would you rate the value for the price paid?

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 Excellent

Good

Average

Below Average

Poor

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. The proponents
have devised a system that will streamline the procedure of processing reservations with an
online reservation system with the following modules:

1.) Increasing the security and confidentiality of each files and report by providing a security
module, a log-in form that will have;

(2) levels of access. The first will be the administrator of the system and the customer for the
second level of access. 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. 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, making their system more organized and efficient.

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 3.) The system will provide a monitoring module that will display an overview of the system
which is accessible only to the admin. With this the admin can easily view which dates are
available or unavailable for any event reservation, this will also indicate which room/function
halls are available for reservation; furthermore the system will also provide an organized view of
confirmed reservation, pending reservations, not completed reservation and users 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.

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. Most of the Hotels provide goods and services
using web-based system. It helps to perform task in an easy way with less time consumed. Some
companies are become fully automated while others strive for the manual procedure on making
reservations.
Femar hotel and garden resorts manual reservation and booking system old, outdated, worn
down, and cannot be expected to be applied to the increasing demand for a higher and much
better services. The proponents recommend to the next developer or future researcher to

1.Include the companys other additional services as part of the booking/reservation system.
2. Upgrade the system to online inquiry, so that the client can easily get a feedback or answer once
they send an inquiry or message.
3. Upgrade the system by including online payment through PayPal, thus giving their client the
ease of easily and immediately paying their reservation fee without leaving their own home.

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4. Include an audit trail, to track the time of log-in and log-out of the user.
5. Enable editing of content for other modules.

BIBLIOGRAPHY :-

http://www.searchandgo.com/travel/hotels-history.php
Google.com
http://tech.economictimes.indiatimes.com/news/startups/startup-wars-oyo-rooms-
vs-zostel-case-gets-murkier-in-courts/47063307
http://www.thesmartceo.in/starting-up/a-business-model-for-budget-hotels.html
Visit to a nearby hotel which carries OYO ROOMS facility (EXECUTIVE
ENCLAVE , Pali Hill , Bandra )

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Mission: Our vision is to become the most preferred and trusted hotel brand for both
customers as well as partner owners and is backed by the worlds leading investors
including the SoftBank Group, Greenoaks Capital, Sequoia Capital and Lightspeed
India. OYO Rooms has received several accolades including Business World Young
Entrepreneur Award, TiE Lumis Business Excellence Awards, India International
Travel Mart Award, Startup of the Year- Express IT Award and Lufthansa ET Now
Runway to Success Award.

FAMILY FUNCTIONS AT OYO

Family Functions are fun, except for those who have to arrange everything perfectly. Making
sure that all the guests are comfortable and enjoy the get-together can be a bigger challenge than
the occasion itself! Thats why we came up with a collection of some of our best hotels
customised to suit your needs.
As part of our branded network of budget, premium and elite hotels, our hotels offer great rooms
that will delight your guests in every way, without burning a hole in your pocket. With hotels in
over 170 cities including Delhi, Gurgaon, Bangalore, Mumbai, Pune, Hyderabad, Chennai,
Chandigarh, Kolkata, Goa, Ahmedabad and more, your search for the best hotels for your
gathering ends here.

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OYOs tailor-made for such events offer the most affordable accommodation options that will
suit your pocket but ensure a comfortable stay experience at the same time. All of our hotel
rooms come equipped with key amenities including an air conditioner, TV, WiFi, complimentary
breakfast and clean linen. In addition, some of our hotels also offer additional amenities such as
parking space, a room heater, a kitchen, a refrigerator, a geyser, recreational activities, intercom,
laundry service, a closet and housekeeping service. In every way, OYO is the best hotel option
for both outstation guests as well as guests from the same city who come to grace the occasion.
So, if you would love to give your guests a great experience, an OYO is all you need.

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