NDTV

An Internship Report on New Delhi Television Limited
Submitted by
Ms. Sonika Saini
Register No: 16MB4375
In partial fulfillment for the award of the degree of
MASTER OF BUSINESS ADMINISTRATION (MBA)
IFIM Institute of Social Sciences 1

UNDER THE GUIDANCE OF
External Guide Internal Guide
Mr. Rahul Atri Prof. Muthulakshmi

HR IFIM COLLEGE,
Ms. Tania Basu BENGALURU
Executive HR
(2016 2018 Batch)

CERTIFICATE
This is to certify that Ms. SONIKA SAINI,student of Institute of Finance & International
Management, Bangalore has completed her field work at NDTV, BENGALURU under the
head of HUMAN RESOURCE DEPARTMENT and has submitted the Internship Report
towards the partial fulfillment of 2 years Full Time Course MASTER IN BUSINESS
ADMINISTRATION(MBA) of college for the academic year 2016-2018.She has worked
under our guidance and direction. The said report is based on bonafide information.
External Guide Internal Guide
Mr. Rahul Atri Prof. Muthulakshmi

HR IFIM COLLEGE,
Ms. Tania Basu BENGALURU
Executive HR

DECLARATION
I hereby declare that the project titled STUDY OF NDTV UNDER HUMAN RESOURCE
DEPARTMENT. It is an original piece of research work carried out by me under the guidance
and supervision of Mr. Rahul Atri and Ms. Tania Basu and Prof. Muthulakshmi The
information has been collected from the organizations genuine & authentic sources. The work
has been submitted in partial fulfillment of the requirement of MASTER OF BUSINESS
ADMINISTRATION (MBA).
Place: Bengaluru Signature of the candidate

Date:

ACKNOWLEDGEMENT
The satisfaction Euphoria that accompanies the successful completion of any work would be
incomplete unless we mention the name of the person, who made it possible, whose constant
guidance and encouragement served as a beckon of light and crowned our efforts with success.
I consider it a privilege to express through the pages of this report, a few words of gratitude and
respect to those who guided and inspired in the completion of this project of M/s NDTV
HUMAN RESOURCE DEPARTMENT.
Hence with a sense of profound humility, I first extend my sincere gratitude to Mr. Rahul Atri
and Ms. Tania Basu, HR, for providing me an opportunity to carry out my training at this
esteemed organization, and whose support and guidance helped me in converting my theoretical
conception into visualization and also for continuous guidance throughout the project.
Furthermore I would be grateful to express gratitude to Prof.Muthulakshmi (Internal Guide of

IFIM,Bangalore) and all the faculty members.
Last but not the least; I am indebted to my family and friends for giving me constant support
and encouragement.
SONIKA SAINI

INDEX
CONTENTS PAGE NO.
1. INTRODUCTION TO THE PROJECT 6-7

1. Introduction to the topic
2. Objectives of the study
3. Scope and relevance of the study
4. Limitations of the study
5. Methodology adopted for the study
2. INTRODUCTION TO THE HOSPITALITY INDUSTRY 8-21

1. Introduction
2. Industry characteristics
3. Classification of hotels
4. Structure of Hotel Industry
5. Growth drivers & Scope of Industry Organization
6. Trends & Opportunities in the industry
7. Government initiatives
3. INTRODUCTION TO THE TREEBO HOTELS 22-47
4. THEORITICAL& ANALYTICAL ASPECT OF STUDY 48-64
5. FINDINGS 65
6. SUGGESTION 66
7. CONCLUSION 67

8. BIBLIOGRAPHY 68
NEW DELHI TELEVISION LIMITED, BANGALORE

INTRODUCTION:
Organization study is a part of MBA program which a student has to undergo training during
their course of study. It narrows the gap between theoretical knowledge and practical
situations.The intention of organization study is to have an exposure of real organization
function and to strengthen the theoretical knowledge. I did my training program at NDTV.
During the period of two month I was able to experience the various function of hr departments
in the organization.
OBJECTIVES OF THE STUDY:
1. To get practical exposure in the corporate world.
2.To have a proper balance between the theory and practical knowledge.
3.To study origin, mission, vision and status of the organisation.
4.To study the functional departments exist in the organization.
5.To evaluate the effectiveness of the organization.

6.To study the problem areas in the organization.
7.To provide some valuable suggestion to improve the efficiency in the organisation.
8.To experience and increase proper knowledge in finance department of any organization.
SCOPE OF STUDY:
1. This reports based on the study conducted at NDTV.
2.It aims at understanding the companys establishment, organization structure, departments,

production techniques, marketing strategies and the advantages it is having over the
competitors.
3.An attempt is made to analyse the company performance in comparison to the theoretical
aspects.
4.It aims to understand the skills of company in areas like technological

advancements,competition and in management.
Limitation of the study
1. Time limit were a major constraint

2. As per the company rules many information were not disclosed
3. As the managers were busy in their daily schedules were not possible for us to spend
more time in interacting with them.
4. As working as intern they did not allow us to work in major part.
Methodology adopted for the study
Working for human resource department in recruitment and also for follow up team.
Observing the working of various departments like finance, human resource production etc..
Weekly meeting had been taken by assigned manager.
Discussing about recent trends coming in organization and trying to understand the changes.
Discussion with the company executives and employees, managers and employees.
Visiting and surfing websites of the company.
CHAPTER-1
INTRODUCTION
TO
JOURNALISM INDUSTRY
INDUSTRY PROFILE

JOURNALISM INDUSTRY
Journalism is the production and distribution of reports on the interaction of events, facts, ideas,
and people that are the "news of the day" and that impacts society to at least some degree. The
word applies to the occupation (professional or not), the methods of gathering information, and the
organizing literary styles. Journalistic media include: print, television, radio, Internet, and, in the
past, newsreels.
Concepts of the appropriate role for journalism varies between countries. In some nations, the news
media is controlled by a government intervention, and is not a fully independent body.[1] In others,
the news media is independent from the government but the profit motive is in tension
with constitutional protections of freedom of the press. Access to freely available information
gathered by independent and competing journalistic enterprises with transparent editorial standards
can enable citizens to effectively participate in the political process. In the United States, journalism
is protected by the freedom of the press clause in the First Amendment.
The role and status of journalism, along with that of the mass media, has undergone changes over
the last two decades with the advent of digital technology and publication of news on
the Internet.[2] This has created a shift in the consumption of print media channels, as people
increasingly consume news through e-readers, smartphones, and other electronic devices,
challenging news organizations to fully monetize their digital wing, as well as improvise on the
context in which they publish news in print. Notably, in the American media landscape, newsrooms
have reduced their staff and coverage as traditional media channels, such as television, grapple
with declining audiences. For instance, between 2007 and 2012, CNN edited its story packages into
nearly half of their original time length.[3]
This compactness in coverage has been linked to broad audience attrition, as a large majority of
respondents in recent studies show changing preferences in news consumption.[3] The digital era
has also ushered in a new kind of journalism in which ordinary citizens play a greater role in the
process of news making, with the rise of citizen journalism being possible through the Internet.
Using video camera equipped smartphones, active citizens are now enabled to record footage of
news events and upload them onto channels like YouTube, which is often discovered and used by
mainstream news media outlets. Meanwhile, easy access to news from a variety of online sources,
like blogs and other social media, has resulted in readers being able to pick from a wider choice of
official and unofficial sources, instead of only from traditional media organizations.
Contents
[hide]
1Production
2Forms
3History
4Role
o 4.1Elements
5Professional and ethical standards
o 5.1Failing to uphold standards
6Legal status
o 6.1Right to protect confidentiality of sources
7See also
o 7.1Journalism reviews
8References
o 8.1Notes
o 8.2Sources
9Further reading
10External links
Production[edit]
Journalistic conventions vary by country. In the United States, journalism is produced by media
organizations or by individuals. Bloggers are often, but not always, journalists. The Federal Trade
Commission requires that bloggers who receive free promotional gifts, then write about products,
must disclose that they received the products free. This is to eliminate conflicts of interest and
protect consumers.[4]
"Fake news" is information distributed which is deliberately not truthful or is produced by unreliable
organizations. Fake news is easily spread on social media such as fake news websites. Readers
can determine fake news by evaluating whether the news has been published by a credible news
organization. In the US, a credible news organization is an incorporated entity; has an editorial
board; and has a clear division between editorial and advertising departments. Credible news
organizations, or their employees, belong to one or more professional organizations such as
the American Society of News Editors, the Society of Professional Journalists, Investigative
Reporters & Editors, or the Online News Association. All of these organizations have codes of
ethics that members abide by. Many news organizations have their own codes of ethics that guide
journalists' professional publications. The New York Times code of standards and ethics[5] is
considered particularly rigorous.
When they write stories, journalists are concerned with issues of objectivity and bias. Some types of
stories are intended to represent the author's own opinion; other types of stories are intended to be
more neutral or balanced. In a physical newspaper, information is organized into sections and it is
easy to see which stories are supposed to be opinion and which are supposed to be neutral.
Online, many of these distinctions break down. Readers should pay careful attention to headings
and other design elements to ensure that they understand the journalist's intent. Opinion pieces
generally are written by regular columnists or appear in a section titled "Op-ed." Feature stories,
breaking news, and hard newsstories are generally not opinion pieces.
According to Robert McChesney, healthy journalism in a democratic country must provide an
opinion of people in power and who wish to be in power, must produce the range of opinions and
must regard the informational needs of all people.[6]
Many debates center on whether journalists are "supposed" to be "objective" or "neutral."
Journalists are people who produce news out of and as part of a particular social context. They are
guided by professional codes of ethics and do their best to represent all legitimate points of view.
Forms[edit]
Main article: Journalism genres
There are several different forms of journalism, all with diverse audiences. Journalism is said to
serve the role of a "fourth estate", acting as a watchdog on the workings of the government. A
single publication (such as a newspaper) contains many forms of journalism, each of which may be
presented in different formats. Each section of a newspaper, magazine, or website may cater to
different audiences.[7][8]
Photojournalists photographing President Barack Obama of the USA in November 2013.

Photo and broadcast journalists interviewing government official after a building collapse in Dar es
Salaam, Tanzania. March 2013.
Some forms include:
Advocacy journalism writing to advocate particular viewpoints or influence the opinions of the
audience.
Broadcast journalism written or spoken journalism for radio or television.
Citizen journalism participatory journalism.
Data journalism the practice of finding stories in numbers, and using numbers to tell stories.
Data journalists may use data to support their reporting. They may also report about uses and
misuses of data. The US news organization ProPublica is known as a pioneer of data
journalism.
Drone journalism use of drones to capture journalistic footage.[9]
Gonzo journalism first championed by Hunter S. Thompson, gonzo journalism is a "highly
personal style of reporting".[10]
Interactive journalism a type of online journalism that is presented on the web
Investigative journalism in-depth reporting that uncovers social problems. Often leads to
major social problems being resolved.
Photojournalism the practice of telling true stories through images
Sensor journalism the use of sensors to support journalistic inquiry.
Tabloid journalism writing that is light-hearted and entertaining. Considered less legitimate
than mainstream journalism.
Yellow journalism (or sensationalism) writing which emphasizes exaggerated claims or
rumours.
The recent rise of social media has resulted in arguments to reconsider journalism as a process
rather than attributing it to particular news products. From this perspective, journalism is
participatory, a process distributed among multiple authors and involving journalists as well as the
socially mediating public.[11]

The Indian hotel industry normally experiences high demand during October - April, followed
which the monsoon months entail low demand. Usually the December and March quarters bring
in 60% of the years turnover for Indias hoteliers. However, this trend is seeing a change over
the recent few years. Hotels have introduced various offerings to improve performance
(occupancy) during the lean months. These include targeting the conferencing segment and
offering lucrative packages during the lean period.
Labor intensive
Quality of manpower is important in the hospitality industry. The industry provides

employment to skilled, semi-skilled, and unskilled labour directly and indirectly. In India, the
average employee-to-room ratio at 1.6 (2008-09), is much higher than that for hotels across the
world. The ratio stands at 1.7 for five-star hotels and at 1.9 and 1.6 for the four-star and three-
star categories respectively. Hotel owners in India tend to over -spec their hotels, leading to
higher manpower requirement. With the entry of branded international hotels in the Indian
industry across different categories, Indian hotel companies need to become more manpower
efficient and reconsider their staffing requirements.
Classification of hotels
The Ministry of Tourism has formulated a voluntary scheme for classification of operational
hotels into different categories, to provide contemporary standards of facilities and services at
hotels. Based on the approval from the Ministry of Tourism, hotels in India can divided into
two categories
DoT (Department of Tourism) classified hotels 2) DoT (Department of Tourism)unclassified

hotels
Classified hotels
Hotels are classified based on the number of facilities and services provided by them. Hotels
classified under the Ministry of Tourism enjoy different kinds of benefits such astax incentives,
interest subsidies, and import benefits. Due to lengthy and complex processes

for such classification, a significant portion of the hotels in India still remain unclassified. The
Ministry of Tourism classifies hotels as follows:
Star category hotels

Heritage hotels
Licensed units
Star category hotels
Within this category, hotels are classified as five-star deluxe, five-star, four-star, three-star,
two-star and one-star.
Heritage hotels
These hotels operate from forts, palaces, castles, jungles, river lodges and
heritage buildings. The categories within heritage classification include heritage grand, heritage
classic and heritage basic.
Licensed units
Hotels/establishments, which have acquired approval/license from the Ministry of Tourism to

provide boarding and lodging facilities and are not classified as heritage or star hotels, fall in
this category. These include government-approved service apartments, timesharing resorts, and
bed and breakfast establishments.
Branded players This segment mainly represents the branded budget hotels in the country,
which bridge the gap between expensive luxury hotels and inexpensive lodges across the
country. Budget hotels are reasonably priced and offer limited luxury and decent services.
Increased demand and healthy occupancy have fuelled growth of budget hotels. These hotels
use various cost control measures to maintain lower average room rates without compromising
on service quality. Ginger Hotels, ITC Fortune, Hometel, and Ibis are some of the popular
budget hotels.
Other smaller players
These are small hotels, motels and lodges that are spread across the country. This segment is
highly unorganized and low prices are their unique selling

Exhibit: Stucture of the hotel industry
Growth drivers
The fortunes of the hospitality industry are closely linked to the tourism industry and hence
tourism is one of the most important growth drivers. In addition, all factors that aid growth in
the tourism industry also apply to the hospitality industry. The Indian tourism and hospitality
industry has materialized as one of the key drivers of growth among the services sectors in
India. It contributes to 6.23 percent to the National GDP and 8.78 percent of the total
employment in the country. Constant transformation, functional growth and improving
standards have gained the hospitality industry of India approval all over the world.
The industry is broadly compartmentalized in two segments

Tourism: The tourism sector includes medical and healthcare tourism, adventure
tourism, heritage tourism, ecotourism, rural tourism, wildlife tourism and pilgrimage
tourism.
Hotels: These include business hotels, suite hotels, resort hotels, airport hotels, extended
stay hotels, apartment hotels, resort hotels, timeshare hotels,casino hotels, convention
centers and conference centers.
Tourism in India has generated immense employment opportunities and is a vital source of
foreign exchange for the country. The travel and tourism industry contributed Rs 2.17 trillion
(US$ 36 billion) or 2 per cent to the country's gross domestic product (GDP) in 2013.The
figures are expected to rise to Rs 4.35 trillion (US$ 72.17 billion) by 2024.
The revenue from domestic tourism is likely to grow by 8.2 per cent in 2014 as compared to 5.1
per cent a year ago, according to the World Travel and Tourism Council (WTTC). The Indian
hospitality sector has been growing at a cumulative annual growth rate of 14 per cent every year
adding significant amount of foreign exchange to the economy.
The Travel and Tourism Competitiveness Report of 2013, published by World Economic
Forum, India, stated that the ranking of India is 11th in the Asia Pacific region and 65th in the
World Travel and Tourism Competitiveness Index 2013.
As per the Planning Commission, the sector creates more jobs per million rupees of investment
than any other sector of the economy. It is capable of providing employment to a wide spectrum
of job seekers, from the unskilled to the specialized, even in the remote parts of the country. The
sectors employment-generation potential has also been highlighted by the World Travel &
Tourism Council (WTTC), which says Indias travel and tourism sector is expected to be the
second-largest employer in the world, employing approximately 50 lac people, directly or
indirectly by 2019.
The Indian hospitality industry has recorded healthy growth in recent years owing to a number
of factors:
Increased tourist movement
Increased FTAs and tourist movement within the country has aided growth in the hospitality
industry. Healthy corporate profits and higher disposable incomes with easier access to finance
have driven the rise in leisure and business tourism, thus having a positive impact on the
hospitality industry.
Economic growth
India is one of the fastest growing economies in the world. It recorded healthy growth in
the past few years, at more than 9% each during FY06-
FY08. Despite the global economicslowdown, the Indian economy clocked growth of 6.7% and
7.4% in FY09 and FY10respectively. Attractiveness of India has encouraged foreign players to
set up their operational facilities in the country. Domestic industries have also made heavy
investments to expand their facilities through Greenfield and Brownfield projects.
Changing consumer dynamics and ease of finance
The country has experienced a change in consumption patterns. The middle class population
with higher disposable incomes has caused the shift in spending pattern, with
discretionary purchases forming a substantial part of total consumer spending. Increased afforda
bility andaffinity for leisure travel are driving tourism in India and in turn aiding growth of the
hospitality industry. Emergence of credit culture and easier availability of personal loans have
also driven growth in the travel and tourism and hospitality industries in the country.
Factors Responsible for Growth

Rising income in households
Increase in niche tourism such as eco-tourism, luxury tourism and medical tourism.
Tourism and hospitality sector attracted second highest FDI i.e. US $3.2 billion in the
year 2013
100 percent FDI allowed through automatic route in hotel and tourism sector
Diversity of the country attracts an ever increasing number of tourists every year
Government initiatives in improvement of infrastructure like airports, highways, ports
and railways
India is a labour intensive country
India has been ranked as the fourth most preferred travel destination by Lonely Planet
selecting the country among the top five destinations from 167 countries.
Hospitality Industry Growth Rate 2012 - Hotel industry statistics
According to a variety of reports, the U.S. Hospitality industry is growing at a moderate pace in
line with the GDP growth rate that measures the broader economy. We are clearly out
of recession but have a long way to go to strengthen our national economy. It follows quite
logically that as the economy gets stronger the hotel and hospitality industry will also get
stronger.
Hotel industry statistics
are used as the basis of the monthly HIP index. It uses components such as inflation adjusted
lodging revenues, the number of employees and room occupancy rates to come up with a
number that reflects the health of the industry. The index has a starting point of 100. Anything
above 100 indicates growth and anything under 100 means contraction or a negative growth
rate. At the end of March, 2012 the HIP index stood at 104.6 indicating a lukewarm rate of
growth. Looking at specific markets can also indicate the health of the hotel industry. In the
very important Las Vegas, Nevada market, industry growth is slow, but steady. A recent report
provided by the UNLV Centre for Business & Economic Research (CBER) forecast an increase
in visitor count to the city. They expect with a fair degree of certainty that the city will set an

all-time record for annual visitors of just over 40 million people. The prediction of 40.1 million
visitors in 2012 would surpass the 39.2 million record set in 2007.
Texas is another state that attracts millions of travelers and tourists who support the
hospitality industry
According to the Texas Workforce Commission & Real Estate Center at Texas A&M
University, the employment rate has been growing at a much faster rate than the national
employment rate. That is a strong indication that business will be picking up for the many
hotels, restaurants and tourist attractions in the state. The data shows that in April, 2012, the
Leisure and Hospitality industry employed 1,089,800 compared to 1,046,000 in April, 2011.The
year-to-year comparison shows that 43,800 more people have been employed and that the figure
translates into a 4.2% annual growth rate

Trends in the industry
The hospitality industry recorded healthy growth in early-2000, leading to a rise in occupancy
rate during 2005/06 and 2006/07. Consequently, average rates for hotel rooms also increased
in2006/07. The rise in average rates was also a result of the demand-supply gap for hotel rooms,
especially in major metros. Hotels were charging higher rates, at times much higher than that
those charged by their counterparts in other parts of the world. Lured by higher returns
experienced by the hotel industry, a number of players, domestic as well as international,
entered the space. India became one of the most attractive destinations for such investments.
While on the one hand, investments continued to flow into the hotel industry, hit by sharp rise
in rates, corporate started looking for alternate cost-effective lodging options. This led to
emergence of corporate guest houses, especially in major metros, and leased apartments as
replacements for hotels. While average room rates rose in 2007/08, occupancy rates dropped.
Occupancy rates plunged sharply next year, as demand declined following the global economics
lowdown and the terror attacks in Mumbai. As a result, hotel rates declined during 2009-10.The
hospitality industry reported improvement in 2009-10, with domestic tourist movement in the
country being at a high. While average rates remained lower, occupancy rates rose, supported
by surge in domestic tourist movement. The industry is expected to report healthy growth in
2010/11, with expected increase in domestic tourist movement and rise in international tourist
arrivals.
Development of other markets
A major trend in recent times is the development of the hotel industry in cities other than
major metros. As real estate prices have been soaring, setting up and maintaining businesses and
hotels in major metros is becoming more expensive, leading to search for other cities entailing
lesser costs. Consequently, hotel markets have emerged in cities such as Hyderabad, Pune, and
Jaipur, Banglore. This has led to increase in hotel development activity and expansion of
hotel brands within the country. The industry has also seen development of micro markets,
especially in primary cities. As cities grow larger and more office spaces come up across the
city, travelers prefer to stay at hotels closer to the place of work/visit to save on time. This has
led to the same hotel company setting up hotels across different location within a city.
Marketing strategies
Marketing strategies in the hospitality industry have changed drastically over the past decade.
Adecade back, the brand name of the hotel was a major driver. However, with the arrival of
well educated and experienced travelers, hotel companies have had to change/realign
their marketing strategies. Today, hotel companies marketing strategies are
differentiation,consistency, customer satisfaction, delivery of brand promises, and customer
retention.Development and use of technology have also changed the way hotel companies
operate,creating the need for online marketing. Travelers increasingly conduct basic research on
the Internet. Blogs, networking sites, and travel sites are therefore being used for making
choices and the information provided tends to influence opinions and choices. Several travel
portals have emerged in recent times and travelers are increasingly using these portals to make
hotel reservations.
Opportunities
The prospects for the hotel industry in India are bright. With revival in the global economy,
international tourist inflow into the country is expected to rise. Additionally, hosting
of international sports events and trade fairs and exhibitions in the country are expected to aid
both inflow of international tourists and domestic tourist movement. The upcoming industrial
parks, manufacturing facilities and ports across the country provide a good opportunity for
budget and mid-market hotels. Although around 89,500 additional rooms are expected to come
up in India in the next five years, the supply of branded/quality rooms in India is much lower
compared to other countries across the globe. Hence, there exists
huge potential for investors and operators across all the segments of hotel industry in India. Thei
ncrease in room inventories is expected to make the hotel industry more competitive and hotels
would be under pressure to maintain quality and service levels at competitive prices.
Competitive pricing amongst the branded hotels along with the addition of more budget and

mid-market hotels would make the hotel industry cost competitive with other destinations. This
would aid the growth of segments such as MICE, amongst others. While there is immense
potential, concerns for growth of the industry remain.These include high real estate prices in the
country, security threats, shortage of manpower, high tax structure ,and non-uniformity in taxes.
Employment Opportunities
The hospitality industry is a labour intensive one and India has a large concentration of English
speaking individuals, which prove as a catalyst in advancement and prosperity of the industry.
Besides the regular jobs of a travel agent, tour guide, air hostess, chef, waiter and managers
other opportunities await those who are keen on taking up a job in the sector. The new trends
that have been emerging off late are as follows:
Cruise Ship Management
Club Management and Recreation and Healthcare Management
Airline Catering and Cabin Service
Hotel Tourism and Association
Fast Food Joint Management and Restaurant Management
Beverage, food and confectionery production
Institutional and Industrial Catering and
Government owned catering departments like armed forces mess, ministerial

conventions and railways services.

Government Initiative
The Government of India and the Ministry of Tourism have contributed significantly to the
growth and development of the industry by providing various policy measures, tax incentives
and infrastructural support such as
Promotion of rural tourism by Ministry of Tourism in collaboration with the United
Nations Development Programme.
Availability of Medical Visa for tourists coming into the country for medical treatment
100 percent FDI allowed through automatic route in hotel and tourism sector
Insurance of visa on arrival for tourists from select countries like Finland, Japan and
New Zealand
Capital subsidy programmes for budget hotels
Elimination of customs duty for import of raw materials, equipment, liquor etc.
Five-year income tax holidays for 2-4 star hotels established in specified districts having
UNESCO-declared 'World Heritage Sites'
Exemption of Fringe Benefit Tax on crches, employee sports, and guest house facilities
Further, the tourism policy of the government aims at development of integrated tourism
circuits, speedy implementation of tourism projects, special capacity building in the hospitality
sector and new marketing strategies.

The Future of Hospitality
The Indian economy is opening up its horizons as it continues to integrate with the world
economy. Therefore, the advantages of conducting business with and in India are many. This
has lead to the manoeuvring of variety of jobs to the shores of India, bringing in its wake transit
travelers, business travelers, business meets and holiday seekers.
India is the ninth largest civil aviation market in the world in 2014. The sector is projected to be
the third largest aviation market globally by 2020. Indias aviation market caters to 117 million
domestic and 43 million international passengers in 2014. Over the next decade the market
could reach 337 million domestic and 84 million international passengers
CHAPTER-2
INTRODUCTION
TO
THE ORGANIZATIOM

PROFILE OF THE COMPANY

OUR STORY
Treebo derives its name from "Bo Tree", the fig tree under which Gautam Buddha attained
enlightenment. The fig tree family - banyan, peepal among others - has inspired not just our
name but also what we do.
In many ways these trees were the earliest form of budget hotels, offering shelter to travelers
without discriminating between the rich and the poor. We too are obsessed about offering
quality accommodation at affordable prices. The soothing shade of these trees allowed several
interesting conversations among fellow travelers. While serving our guests dutifully, we too
love to strike up a conversation or two with them.
And finally, we also aspire to emulate the vast reach of the banyan tree. With presence in 53
cities (and counting), we are making sure that we are available to serve wherever your travels
take you. With the same obsession for quality with the same penchant for
conversations.Wouldlove to hear from you too. Do drop by or call us sometimes.
ABOUT TREEBO
Treebo Hotels provides transparent online hotel booking experience to all its customers. Its
Indias #1 branded budget hotels with its presence in 50+ cities (including the metro cities of
Delhi, Mumbai, Pune, Ahmedabad, Bangalore, Chennai, Hyderabad, Kolkata) and more
than 250 hotels.
At Treebo Hotels you get quality stays, affordable rates, amazing offers, flexibilities such as
book now pay later, instant hotel booking confirmations, 100% money back guarantee, free
cancellations, and a 24x7 available Guest Delight team to answer booking or travel related
queries. All these give our guests the freedom to book a hotel first and plan their travel next.

With no compromise on quality, every Treebo booking comes along with three promises clean
and fresh rooms, assured essentials and 30-minute service guarantee.
We have a set of standard Treebo offerings such as air-conditioned rooms (not applicable for
hill stations), free Wi-Fi, complimentary breakfast, TV with DTH connection, complimentary
bottled water, electric kettle, fully functional bathroom, spotless, fresh linens (towels,
bedsheets) and Treebo toiletries. So, if you find any of these dysfunctional, let us know and
well fix it within 30 minutes.
Treebo is the fastest growing chain of budget hotels and has been recognised for its good
reviews across all travel platforms as well. Book a stay with us to experience delightful service,
interactive, enthusiastic, warm staff behavior, the best amenities, and believe it yourself.
Treebo is a tech-enabled asset light business in the $20B budget hotel space in India. Operating
on a franchise model, we solve the dual problem of poor quality hotel stays for travelers and
low occupancy for small hotels. We partner with budget hotels to bring strict quality controls
and world class technology that enables a better experience for all stakeholders.
Treebo has raised $57M in 3 rounds of institutional funding from investors like Matrix, SAIF,
Bertelsmann India, Wards Ferry and Karst Peak. We have 300+ hotels in 50+ Indian cities, and
by 2018, we plan to expand to 150+ cities and 1000+ hotels.

LEADERSHIP TEAM
Rahul Chaudhary
Founder
Founder @Treebo * Worked @Myntra (now part of Flipkart) and @McKinsey & Company *
Studied@Indian Institute of Management, Ahmedabad and
@Indian Institute of Technology Roorkee

Sidharth Gupta
Founder
Founder @Treebo * Worked @Myntra (now part of Flipkart) and @McKinsey & Company *
Studied@Indian Institute of Management, Bangalore and
@Indian Institute of Technology, Roorkee
Kadam Jeet Jain

Founder
Founder @Treebo * Worked at @mygola.com,
@SMSGupshup * Technology enthusiast *
Studied at @Indian Institute Of Technology Roorkee
Irrfan Khan is treebos brand ambassador

Treebo Hotels Overview
Websitewww.treebo.com Headquarters Bengaluru
Size 501 to 1000 employees Founded 2015
Type Company Private Industry Travel & Tourism
Revenue Unknown / Non-Applicable Competitors Oyo Rooms, FabHotel
Organization Structure

Regional Team Structure

CHAPTER-3
COMPANYS MISSION
WHY TREEBO??

Mission: Treebo is on a mission to change the way budget travel happens in India. With
the help of emerging technologies and stringent quality controls, we are bringing dignity
back to the budget accommodation. Every day we ask ourselves: how can we reduce
anxiety for travelers and make life better for our hotel partners. Operating with the heart
of a hotelier and mind of an engineer, we combine high tech and high touch to solve some
very hard problems every day.
THEY HAVE BEEN FEATURED

OUR VALUE PROPOSITION

Treebos Room Treebos Reception
Treebo dining hall Treebos Bar

Treebos Washrum Treebos product
BEST WAY TO STAY WHERE EVER YOU GO

All essentials covered. Air Conditioner, WiFi, Breakfast, Toiletries, Bed & Bath Linen
CLEAN & FRESH ROOMS
Spotless linens and clean bathrooms in all Treebo Hotels across the country.

30 MINS SERVICE PROMISE
Need help? Let us know and our well trained staff will be at your service within 30 minutes.
ASSURED ESSENTIALS
Free WiFi, Branded toiletries, Air-conditioned rooms and Breakfast on the house.
There is Treebo waiting for you.

CITIES
Bengaluru, Chennai, Mumbai, Hyderabad, Goa, Kolkata, New Delhi ,Pune ,Jaipur, Kochi,
Chandigarh, Indore, Gurgaon, Ahmedabad, Visakhapatnam, Aurangabad, Pondicherry,
Udaipur, Vijayawada, Jamshedpur, Ooty, Bhopal, Dehradun, Kodaikanal, Manali, Rishikesh,
Nashik, GuwahatI, Madurai, Shimla, Coorg, Haridwar, Munnar, Lucknow, Mysore, Vadodara,
Thiruvananthapuram, Nainital, Coimbatore, Kolhapur, Tada, Jodhpur, Amritsar, Mangalore,
Pushkar, Nagpur, Ajmer, Margao, Mahabaleshwar, Alleppey, Manipal, Vagamon, Kovalam

Visit India's 3rd largest hotel chain
50+ 250+ 6000+

Cities Hotels Rooms
TREEBO FOR BUSINESS

Hotel stays crafted for corporate travelers to stay efficient and comfortable in face of hectic
schedules and long periods of business travel.
Exclusive Contracted Rate
Access your special offline rates while booking online.
Lightning Fast Bookings
No Calls. No Emails. No Waiting. Instantly book your business stays.
Browse Availability
Check real-time availability of all our properties across India

TREEBO SELECT
Experience Treebos best by staying at one of our Select hotels. We include a grand breakfast
spread, express Wi-Fi, high-class amenities and 24x7 room service.
WHY TREEBO SELECT?
While the Treebo quality promise stays the same, we have gone a step further to identify things
that you would love to have. We include a grand breakfast spread, express Wi-Fi, high-class
amenities and 24x7 room service.

TRAVEL BLOG
Our travel blog charms every smart traveler. From hacks to itineraries, popular destination to
hidden getaways, you will get everything here.
Meet Treebo clients

.
. .
Treebo is a brand, not an aggregator or marketplace, unlike some perceived competitors
Polar choice of brand or aggregator business model in experiential spaces

Who are we? Whats our value prop?
AWARDS & RECOGNITIONS
2017
Best Budget Hotel Chain, Lonely Planet, 2017
Guest Review Award, Booking.com, 2017
Young Entrepreneur Awards, Business World, 2017
LONELY PLANET LIFESTYLE AND LEADERSHIP AWARD '17
Best Budget Hotel


TRIPADVISOR CERTIFICATE OF EXCELLENCE '16
Awarded to 15 Treebo properties
CONDE NAST TRAVELLER AWARD '15
Great stays for less than Rs 3000 in India
TRENDING INITIATIVES THAT ARE REDEFINING BUDGET HOTEL SPACE
TREEBO ALPHA
Customized offerings for corporate customers

FRIENDS OF TREEBO
Industry's first crowd-sourced quality audit program
TREEBO QUALITY LEADERS

Monthly cash rewards for our top-performing hotels
Sites from where we all can use Treebo hotels services:
Make my trip
Ibibo group
Treebo
Easytrip etc
Yatra
Booking.com
Expedia
Aboda
CHAPTER-4
Stages in Treebo hotels transformation:
Business Quality analysis Transformation Customer

Reservatiom team Revenue team TREEBO HOTELS
development team team team Experience team
Types of rooms in Treebo hotels:

Acacia
Oak
Maple
Mahogany

TYPES OF CHANNELS IN TREEBO HOTELS:
WALK IN
WEB
OTA ONLINE
CORPORATE
TA (Travel agent)
GDC (Guest Delight Centre)
SOFTWARE IN WHICH TREEBO IS WORKING:
HX(HOTELOGIX) PMS stands for Property Management System. It consist of all

information regarding all booking like invoice, date of checkin checkout, mode of
payment and details of guest.
ATHENA Athena helps reservation team on creating and modifying booking. Athena
is a reservation site using by Treebo reservation team.
PRIMUS It helps in booking. All hotels and their rates will be available here in it.
This is extension of Athena.
MINT Invoice generation tool.
MARVIN Partner settlement tool.
TEAM OF TREEBO
SALES Complete for sales in corporate and collections also.

INSIDE SALES Forming- welcoming and mailing after booking.
BD Work for new Hotels.
QA Team Quality Assurance team- for 3 hotel 1QA
PROCEDURE OF BOOKING IN TREEBO
ATHENA Registration will be

done here
HX Registration
BOOKING
CHECK IN
Hotel
CHECK OUT
Mint software
INVOICE
Accounting-NAV
PAYMENT
Payment collection
COLLECTION and accounting
HEADS OF TREEBO HOTELS:
CLUSTER HEAD QAM (SPOC) sales point of contact.

TERRITORY HEAD DELHI
REGIONAL HEAD NORTH INDIA-1
GDC Booking for bulk, Telephonic, Customer care.
CRX Central Reservation Team Corporate
TA (Travel Agent)
PAYMENT DETAIL
PREPAID
cash/cheque Cheque/NEFT/IMPS/Draft Prepaid
Guests make the complete

Card Payment link payment at the time of booking
itself
BTC BTC
No additional payment needs to
be made by the guest towards
room tariff for the same
BTT booking during the stay
The only amount that will need

to be paid by the guest during
FOT
the stay shall be towards extras
such as lunch or dinner
COUPONS (breakfast is complimentary),
laundry or other extra facilities
that may be availed by the
guest during the stay period

ABBRIVIATIONS AND DETAILS:
PAT It stands for Pay at Hotel. It includes
Cash/Cheque
Card
BTC stands for Bill to company which means hotel collectable
PTT It stands for Pay to Treebo. It includes
Cheque/ NEFT/IMPS/Draft
Payment link can be done by Razor Pay
BTC It stands for bill to company which means treebo collectable
BTT Bill to treebo which means bill will be built and paid by treebo on employee,
special guest and corporate free rooming.
FOT Friends of Treebo
Coupons
Seeing declared tariff treebo will apply GST on rate of selling
DECLARED TARIFF
OAK 1 Occupancy 1800 1000
BUDGET SEGMENT
MARKETING SERVICE PROVIDER Charging GST 10 to 18% for that
GBV Gross Booking Value
Room inventory sold to corporate
Earn from Treebo hotel
GST RATING:
PRICES
FROM TO GST RATES
0 999 NIL
1000 2499 12%
2500 7449 18%
7500 7500< 28%
NOTE:
After booking company need to generate invoice as per gst rules and this generated invoices
will be provided to the customers which includes all information like
NAME OF THE GUEST

ADDRESS OF THE GUEST
CORORATE NAME
GSTIN OF COMPANY
STATE CODE
HOTEL NAME
HOTEL CODE
TRAVEL AGENT NAME
MODE OF PAYMENT
PRICE OF BOOKING
CHAPTER-5
Theoretical
aspect of study

FINANCE DEPARTMENT
Sources of bookings and possible payment modes mapping
DNR & OBDNR

DNR - Stands for Do Not Reserve
Rooms are typically marked under DNR state for quality reasons, that is if they are under
repair and maintenance and not in a condition to be occupied by guests. DNRs might also be
marked in certain situations by sales teams, especially corporate teams, to temporarily block
rooms for guests who are yet to fully confirm the booking.
Note - DCs should never mark rooms under DNR unless in case of a dire emergency. If the
DNR is no more required, we must ensure that the DNR is removed immediately. Placing a
DNR unnecessarily or not removing it on time can lead to significant revenue loss for us.
OBDNR - Stands for Overbooking Do Not Reserve
Certain rooms in our properties are blocked as OBDNR. Rooms under OBDNRs are typically
meant to be used in overbooking situations. Rooms under OBDNR are released for a given
day on 3 pm the same day.
FOT(Friends of Treebo)
Friends of Treebo is a community of travel enthusiasts, who stay across our hotels and give us
their valuable feedback about their experience with Treebo. Its a crowd-sourced mystery audit
program, where the FOT community members help us audit our properties which helps us
ensure better quality at our properties. In return, the FOT members stay at our hotels free of
charge, and earn rewards like free nights, vacations, exciting vouchers etc.
Types of FOT Bookings:
Stay Audit:It is a surprise one day stay at the property by a chosen FOT (FOT
team handpicks the auditor). The audit is done by the FOT by staying at the
property, whose identity will not be known to anybody but the audit team. These
types of audits are not as frequent now.
Micro Audit: It is a short audit where any external auditor can opt for audit slots
of any specific area of a Treebo hotel. External auditors will inspect these areas

without staying at the hotel. They will be provided with a FOT identity, which
should be produced at the hotel front desk. The hotel will then allow the auditors
to audit the specific area. Each audit should not take more than 30 minutes of
time.
What happens when a FOT submits feedback?

FOT team will check the feedback for the genuinity. The Team will take 5 to 7 days to validate
the audit and once validated, the FOT receives credit for the audit.
<Just an FYI, not to be informed over the call>
How do FOTs enroll to this programme?

They have to sign-up for the program from our website, and complete an online evaluation test.
Based on their score, they would be granted membership of the program. Once they become a
member, they are eligible to get the audit stay. FOT team maintains a group for these members
on FB group (Friends of Treebo) which is used to apprise the member of new process changes
as well as updates.
Also, guests who have made a Treebo booking (Both OTA & Web) will be sent a message &
mail asking for their interest in auditing the property for the stay duration. Interested guests can
go ahead and fill the form attached. Such requests are sent only for select properties.
By when do they have to submit the feedback?

FOTs need to submit the feedback within 24 hours of checking-out in case of stay audit. For
micro audit, the feedback has to submitted on the same day of visit. Failing to do so can lead
to blocking of their account.
Will the Hotel know that there is audit scheduled?

No, for a stay audit.

Yes, for a micro audit where the FOT takes the FDMs(Front Desk Manager) permission to
audit the specific amenity in the property.
How to find out it's FOT booking from Hx?

There is no crude method to check if it an audit booking on HX. In case of FOTs free night
redemption, the preference section on HX will have a mention of it being a FOT Redemption.
NOTE - Registered FOTs follow the same policies as guests and are not eligible for QG.
On request, the property will not be changed even in case of issues and such exceptional
cases are handled by the FOT team directly.
Super-Category - Issues
Reservation 1. Overbooking
1. Clean & Fresh

Quality Issue P0, P1 2. Assured Essential
3. Staff behavior and related issues

1. Safety Of Guest
Nuisance or Safety
2. Noise Levels
1. Attempted theft or missing

Lost Items
belonging
1. Helpline Not reachable

Contact Center
2. No Response On Email
Legal 1. Legal Notice

1. Part Pay - Not Updated
2. Part Pay - Link Expired, Resend
Link
Part Pay
3. Part Pay - Booking Cancelled
4. Part Pay - Guest Declines To
Pay Upfront
Payment Issues 1. Refund Delayed
1. Wrong Info On Web

Online Issues 2. Wrong Info On OTA
3. Mobile App Issues
Super-Category - Issues - Handover of cases to GE - When?
Escalation Mode
Case Nature of Inbound Call Email, Social Media
State Escalation First Ideal First Next Ideal
Next Step
Response Owner Response Step Owner
P0, Quality - Listen, Slack GE, GE will Acknowledge, Slack GE, GE
P1 Assured Empathize, Handover Case take the Apologies, Ensure
Essentials Apologize, Post case Email QA & Handover
Email QA Acknowledgement forward GE of Case to
Grave Issues & GE and from GE to closure GE
- Theft, transfer the after
Safety Of case to GE handover
Guest, Staff from
Rude inbound
Behavior team
Reinstate,
GDC, GE
Relocate,
Missing (Only for
Listen, Handover the case
Reservation third
Apologies, to GE only if it
& party
Fix involves movement
Overbooking hotel
of the guest to a
transfers)
third party hotel
Listen,
Payment Escalate, Follow-
Apologies, GDC
Issues up, Close
Fix
Listen,
Empathize,
Slack GE,
Apologies,
International Handover Case
Email GE
Refund Post GE
and
Issues Acknowledgement
transfer the
from GE
case to
them
If it is P0 case and the GE team is not able to pick up the case immediately due to non-
availability of GE team members or due to any other reason, the inbound team should work on
the case and seek assistance from the Team Leads wherever required
Category - Reservations - Overbooking

NOTE: Default TAT Type 1
Guest calls from Hotel Reception complainingabout unavailability of booked room:

Hear the guest fully. Apologies and assure the guest that we will investigate and initiate
resolution.Request Booking details from the guest such as (booking ID, source of
booking, payment mode, hotel name CI/ CO dates, guest name, email ID, phone
number)
Also, request Guest to send the booking voucher to hello@treebohotels.com, addressing
the email to your name.
Assure a callback within 15 minutes.
Search the booking ID on Gmail/kapture:

1. If you are able to view an ongoing thread, check for the current interaction on the thread.
a) If the booking has been relocated, call the guest and inform:
Thank guest for the time and patience displayed to have this issue addressed.
Explain the reason for overbooking. Due to a technical glitch, we are unable to
accommodate your booking at Treebo xOxO. We apologies for the
inconvenience caused, however, we have made alternate arrangements to
accommodate you in a nearby Treebo Property
Inform the relocation details: Hotel Name, distance from current location, room
type.
Inform the amenities available in the relocated hotel
Inform guest that any differential amount will be borne by Treebo.
Inform guest that we will take care of the relocation and book a cab to transfer
the guest.
b) If the booking has not been relocated, initiate the below research steps:

Check for DNR/OBDNR. OBDNR, if available can be released for
overbookings via CRS team. To remove existing DNR, take permission from the
owner of the DNR block.
If OBDNR is not available, check if any Treebo employee is staying in the
property. If yes, request the employee to move to another property.
If the above two options are not available, quickly initiate P@H calling for yet to
check-in guests and confirm arrival status. (Do not take more than 5 minutes on
this). If you can fetch a cancellation, have the booking ported by CRS. Apologies
for the delay in accommodating the check-in.
If P@H calling does not fetch results, quickly look for the closest available
Treebo Hotel (within 3 to 4 kms range preferably) with the lowest price
difference with the currently booked hotel and comparable amenities and create a
Temp Block for the same or upgraded Room Type (2 Hours)
Call the guest and follow the steps mentioned under the bullets.
2. If you are unable to view an ongoing thread or ticket:
a) Check if reservations team has received a Booking Voucher or a Reservation
Failure email with booking details as communicated by the guest:
YES
Please follow the steps mentioned under bullets
NO
You would have requested Guest to send booking voucher to
Hello ID, addressed to your name.
If the voucher is received:
Validate the booking details and follow the steps
mentioned under bullets
If the voucher is not received:

Call the guest back and inform that we do not have the
said booking details yet.
Request guest to share the correct booking details again.
Please send SMS of our email address in this case. Assure
the guest we will initiate a fix as soon as we receive the
booking details
3. If you are unable to find availability at alternate Treebo Hotels or if alternate Treebo
Hotel is far (>10KM) from Overbooked Property and the guest is not fine moving that
far:
a) Transfer the case to GE team to explore the possibility of booking a third party
Hotel. Mention the below in your email:
Subject Line: Overbooking - 3P Hotel Relocation // Hotel Name //
Booking ID:
Input Guest Name, Phone Number, Check-in/out Date, Number of
Adults/Rooms in the body of email.
Ensure the handover of the case is complete by receiving an
acknowledgment of the same from GE team.
GE Team to further validate based on the source of payment of booking
4. In case of PAH Booking:
Offer to book a third party Hotel on behalf of the guest. Call out options that we have
zeroed in. The third party hotels need to be in a comparable price range, of good quality
(preferably above 7 on BO.com) and preferably not more than 5 kms away from the
Treebo hotel that was booked by the guest
If guest opts for cancellation, go ahead with the cancellation.
If guest is fine with the options provided and wants us to book a room, book the third
party hotel .
Ensure the additional differential amount (amount that exceeds the booking amount of
the guest at Treebo) for 1RN is not more than INR 1000 including GST.
Transfer the differential amount if any to the third party hotel booked via the Finance
Team/QA Happay Card. The guest will be required to pay the same amount as the initial
booking amount at Treebo. In exceptional cases where the third party hotels tariff is
lower than Treebo hotels tariff that was initially booked, the guest will need to pay only
the amount applicable at the new property and we will not need to transfer any amount
to the third party hotel from Treebo.
Communicate the new hotel details to the guest. If guest has arrived at the overbooked
property, offer to book a OLA ride (BTT) to accommodate the transit if the guest does
not have his/ her own vehicle.
5. In case of Prepaid Booking:
Follow the above steps, however, if the guest
Opts for cancellation:
Initiate full refund via respective owners.
Opts to have the booking done by Treebo:
Make full payment to the third hotel via the Finance Team/QA Happay Card.
Category - Nuisance or Safety - Safety of Guest
Guest calls to air concerns around his/her safety and well being at one of Hotel:
This is a crucial issue and need to be dealt with utmost sensitivity. Hear the guest fully
and empathise with the guest.
Immediately raise any security concerns to the CH directly and also appraise the QAH
and QAM of the property.
Any such cases where the guests security is a concern need to be dealt with in the
QUICKEST possible time.
Validate the booking details from Kapture - Orders Page
The following are few examples pertaining to this subject:
Single lady staying in one of our hotels calls us to inform that someone is
knocking at her door, repeatedly, late in the night. Guest informs us that she is
frightened and needs immediate help
A call is made to the phone kept in the Guests Room by a stranger.
Acronyms
CH - Cluster Head
QAM - Quality Assurance Manager
QAH - Quality Assurance Head
GE Team - Guest Escalations Team
HX - Hotelogix
BTT - Bill to Treebo
DNR - Do Not Reserve
OBDNR - Overbooking Do Not Reserve
BTH - Bill to Hotel
CIN - Check-In Date
COUT - Check-Out Date
TAT - Turnaround time
How treebo measure customer experience ?
1. Delight Ratio
It is simply the percentage of guests who had a delightful experience with us.
Calculated as:
a) (#of guests who gave us a NPS rating of 9 or 10 on the feedback tab + # of
guests who gave us a rating of 4 or above on guest reviews on a scale of 5 + # of
positive appreciations received across channels) / (# of guests who checked-out
of the hotel)
2. Disaster Ratio
It is simply the percentage of guests who had a very poor experience with us.
Calculated as:
a) (#of guests who gave us a NPS rating of 0 to 6 on the feedback tab + # of guests
who gave us a rating of 2 or below on guest reviews on a scale of 5 + # of guest
escalations received from across channels) / (# of guests who checked-out of the
hotel)
What is NPS?
Super-Category - Transact | Category Reservation
All reach-outs made by guests with intent to make a booking are marked under the
category - Reservation. This includes scenarios where guests enquire about hotel
options in various cities or enquire about room availability/ room tariff etc. with intent to
make a booking, whether or not it leads to an actual booking.
If the enquiry converts into an actual booking, mark the sub-category as Transact
Reservation-New Reservation. If it does not convert into an actual booking, mark the
sub-category as Transact-Reservation-Hotel & Room Availability & Tariff check
Process to be followed for reservation related calls:
STEP 1: Understand the requirements of the guest well. Some very basic questions:
What are the check-in/ check-out dates of the guest?
Where is the guest looking to make a booking?
Does the guest have a specific Treebo property in mind? OR

Does the guest have a particular micro-market in mind? For example, Koramangala in
Bangalore. OR
Does the guest have a particular landmark in mind close to which he or she wants to
book? For example, close to Vidhan Sabha in Bangalore OR
The guest does not really have a location preference. Wants to book in a particular city
but is not really aware of any micro-markets or landmarks.
How many guests are travelling (adults and children)?
How many rooms is the guest looking for?
Is the guest looking for any particular room category?
Is the guest looking for properties only in a particular price range?

Is the guest looking for properties with a particular amenity only? For examples, properties
having a swimming pool
STEP 2: SUGGEST:
The most appropriate hotel(s) to the guest

Alternative options if the exact same hotel that the guest is looking for is not available
One of the reasons we don't convert is - our properties sometimes just don't meet
requirements
In this case, provide alternatives
Location - can be taken care of by using phrases such as "Although this is not in
Frazer Town, it is JUST 12 minutes away from Frazer Town"
"While this hotel does not have a restaurant, it's located in a prime real estate belt -
there are quite a few restaurants around the hotel. For example, Hotel Empire is just
600 metres from the hotel"
Do this where possible. Don't provide unreasonable alternatives to the Guest.
Example - Guest: "I need a 5 star property." DC: "We have Treebo XX and it's a 3
star property. That's just TWO stars off." - Strict no. :)
STEP 3:NEGOTIATE HARD & CONVINCE:
Remember, PRICE is not the only determining factor in a guests decision to stay in a
particular property. Sometimes, it can help to highlight the price per adult per night to
bring out the real price value for a booking
Other important factors include: LOCATION, QUALITY of the hotel and
AMENITIES in the hotel. Make use of the following:
Our Quality Guarantee policy
Trip advisor ratings (wherever it is 4 and above) and rank of the hotel (wherever it is
in the top 20th percentile)

Unique selling points for the property such as location (proximity to major landmarks
etc), additional amenities in the hotel (such as swimming pool), Treebo tri lights
Always quote the selling price on the website to begin with. Offer discounts ONLY if
the guest is very particular about prices. Use location and quality as important levers to
convince guests. Wherever an additional discount is being offered, start from a lower
discount slab always (GDCS5 and then increase progressively if guest is not convinced
with the discount).
Genuinely believe that Treebo is the BEST option out there. Play on our advantages.
Conversions will peak.
Create a sense of urgency in the minds of the guests: This property is selling out fast.
We have only 2 rooms left.
STEP 4:DONT EASILY GIVE UP IF GUESTS ARE NOT FULLY CONVINCED
ADDRESS all concerns of guests

Proactively SCHEDULE CALL-BACKS with guests if they need time to think or need
a call-back for clarification on more details
STEP 5:CLOSE:
Reconfirm the reservation details and the booking amount with the guest
Make the reservation. While making the reservation, inform the guest about the part
payment link that the guest will receive immediately after the reservation is made and
request the guest to make the part payment to fully confirm the booking.
Documents that are required to be carried by all adults
Delight is one step ahead of Satisfaction !

Super-Category Request
1. Reconfirmation
Reservation
2. Invoice Request
1. Extra Bed
2. Early Check In
3. Late Checkout
4. Late Check-in
Special Request
5. Cab pickup
6. Lower Floor Request
7. Higher Floor Request
8. Smoking Room
9. Non Smoking Room
10. Twin Beds
11. Connecting Rooms
12. Adjacent Rooms
13. Others
Directions 1. Directions
1. Corporate, Travel Agency
TieUp 2. New Hotel Tie-Up
3. Others
1. Resend Link For Part Payment
Payment Link 2. Full Payment
Bank Account
1. Bank Account Details
Details
Others 1. Others
That makes your role SUPER IMPORTANT! You are

Analytical Study
Findings
The employees are satisfied with the nature of work.
The supervisor consider the decisions or viewpoints given by the employees.
The relationship between the superior and the subordinate is good.
The relationship of the with peers is good.
The recognition for the contribution to the job is satisfactory.

The working environment is encouraging for the employees.
The employees are happy with the communication flow followed in the organization.
The company will encourage quality of work life in the organization.
The rating given to the employees on their performance is satisfactory.
The employees satisfied with the shifts.
The company will encourage work life balance.
The training program given to the employees is good.
SUGGESTIONS
It is suggested to have the workers participation in the management.

Training program can be improved for the future prospective employees to the meet the
challenges.
The preference of the employees can be evaluated by adopting suitable techniques and
methods
Transport facilities is suggested to be given to the employees for their easy movement
Emphasis should be given on the career development aspects of potential employees
which in turns help in organization growth and development
Space for subordinate comments should be provided which results in deeper analysis of
the problem, proper evaluation and effective solution for the same.
Hotel should consider local restaurants as their competitors too and try to attract people
visiting these restaurants as well.
As they are constructing new halls and restaurants, they must consider their pricing
strategy to attract new customers and provide them better quality food at competitive
rates.
They should issue News Letter to let its customers know what are their future plans.
Their existing policy emphasizes on existing customers. They should broaden their
customer base.
CONCLUSION
Tourism is a phenomenon, which has now become a powerful in its own right. It has now
become a vital part in any countrys economy. This is by virtue of the being the highest foreign
exchange earner and an employment in time industry.

The hotel is undergoing a tremendous regarding management, which prefers analyzing
innovative thinking in the administration hotel.
India today has a very strong computerized system making the work easy.
Budget hotels cater to the needs of the budget conscious travelers.
Lot of private airlines is coming up with open off polices of government of India.ITC is
renowned because of its excellence in providing customer satisfaction. They were enjoying the
status of market leadership rather monopoly since their existence,. ITC should work to cope
with this competition. Whatever the conditions will be, ITC loyal and permanent customers will
always prefer them. As is not up to the expectations so far, therefore, It has an opportunity to
maintain and improve their quality service and retain their customers. It never compromises on
quality.
ITC is aware of the fact that hospitality industry exists in rapidly changing environment, where
new products and innovations are introduced quite frequently. It is one of the biggest names in
the industry and they always keep abreast of their competitors. It relies on its international brand
name and is quite sure that will not be that big a threat. We conclude that ITC is better than any
other hotel located in Bangalore at present and it is always the first preference for its customers.
BIBLIOGRAPHY

WEBSITES:
www.treebohotels.com
www.google.com
www.wikipedia.com
www.wikipedia.org
TREEBO EMPLOYEE:
Bharadwaj S. Rao Treebos Employee
OTHERS
Internship report ITC HOTEL
India Today magazines

NDTV

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An Internship Report on New Delhi Television Limited

In partial fulfillment for the award of the degree of

MASTER OF BUSINESS ADMINISTRATION (MBA)

IFIM Institute of Social Sciences 1

External Guide Internal Guide

Mr. Rahul Atri Prof. Muthulakshmi

(2016 2018 Batch)

IFIM Institute of Social Sciences 2

External Guide Internal Guide

Mr. Rahul Atri Prof. Muthulakshmi

IFIM Institute of Social Sciences 3

Place: Bengaluru Signature of the candidate

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Furthermore I would be grateful to express gratitude to Prof.Muthulakshmi (Internal Guide of

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CONTENTS PAGE NO.

1. INTRODUCTION TO THE PROJECT 6-7

2. INTRODUCTION TO THE HOSPITALITY INDUSTRY 8-21

3. INTRODUCTION TO THE TREEBO HOTELS 22-47

4. THEORITICAL& ANALYTICAL ASPECT OF STUDY 48-64

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NEW DELHI TELEVISION LIMITED, BANGALORE

OBJECTIVES OF THE STUDY:

1. To get practical exposure in the corporate world.

3.To study origin, mission, vision and status of the organisation.

4.To study the functional departments exist in the organization.

5.To evaluate the effectiveness of the organization.

1. This reports based on the study conducted at NDTV.

2.It aims at understanding the companys establishment, organization structure, departments,

4.It aims to understand the skills of company in areas like technological

Limitation of the study

1. Time limit were a major constraint

Weekly meeting had been taken by assigned manager.

Visiting and surfing websites of the company.

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Photojournalists photographing President Barack Obama of the USA in November 2013.

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Some forms include:

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Quality of manpower is important in the hospitality industry. The industry provides

DoT (Department of Tourism) classified hotels 2) DoT (Department of Tourism)unclassified

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Star category hotels

Star category hotels

Hotels/establishments, which have acquired approval/license from the Ministry of Tourism to

Other smaller players

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Increased tourist movement

Changing consumer dynamics and ease of finance

Factors Responsible for Growth

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Hospitality Industry Growth Rate 2012 - Hotel industry statistics

Hotel industry statistics

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Development of other markets

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Cruise Ship Management

Club Management and Recreation and Healthcare Management

Airline Catering and Cabin Service

Hotel Tourism and Association

Fast Food Joint Management and Restaurant Management