Radisson Hotels Assignment
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ASSIGNMENT ON
SUBMITTED TO :
Mr. TARUN SETHI
SUBMITTED BY : Ms Kritika Kumar • Mr. Raghav Monga • Ms. Meenakshi Mr. Kaushal Kishore •
•
A RADISSON HOTEL IN UNITED STATES OF AMERICA
Type
Hotel
Founded
1909
Headquarters
Minneapolis, Minnesota, USA
Key People Jay S. Witzel (President and CEO of Carlson Hotels Worldwide), Bjørn Gullaksen(Executive Vice President, Managed Hotels & Resorts) Industry
Hospitality, Hotels and Tourism
Products
Temporary Residence
LOGO OF THE RADISSON GROUP OF HOTELS AND RESORTS
HISTORY OF RADISSON GROUP OF HOTELS ➢ Several years earlier, in Chicago, an enterprising woman named Edna Dickerson was running a school for court reporters. One day she learned that a distant relative, Albert Johnson, who owned considerable real estate in downtown Minneapolis, had passed away and left her a large amount of money and property. ➢ A short time later, while Ms. Dickerson was in Minneapolis to collect her inheritance, she met George Dayton and other prominent Mill City business people, who were convinced that a first-class hotel would be a boon to all downtown enterprise. They urged her to invest some of her inheritance in the construction of a grand hotel next to Dayton's store. ➢ Ms. Dickerson liked the idea, and arrangements were made to develop the new "Minneapolis Hotel Building:' as the
facility was called on the initial blueprints. The Chicagoan would contribute $1.5 million to its construction.
➢ The name "Radisson" was suggested by one N.H. Owen, a member of the Commercial Club, a Minneapolis business group that would eventually occupy two floors of the new hotel. ➢ Owen borrowed the name from the great and colorful French explorer, Pierre Esprit Radisson, who had crisscrossed the Great Lakes area in the 17th century. ➢ Owen believed that "Minnesota's forgotten explorer" deserved some recognition-and how better to provide that recognition than to name the city's newest and grandest hotel after him.
Radisson Hotel Managers 1909-Present
Charles Owen, 1909-1910 Simon Kruse, 1910-1934 (Kruse and his wife Edna Dickerson, built the hotel in 1909 and owned it until 1934) Rueben Hood, 1934-1936 Dick Kitchen, 1936-1938 Ray Swanson and James Gormley 1938-1941 Joe Binns, (Binns was an out of town manager hired by the Philadelphia Fedelity Trust Company, which took over teh hotel from Simon Kruse in 1934. Binns served as manager for only a feew months during 1941) Byron Calhoun, 1941-1947 Louis Kozell, 1947-1949 John Daniels, 1949-1950 Harry Calevas, 1950-1951 Don Clayton, 1951-1959 Lou Torok, 1959-1962 Bob Moore, 1962-1968 Stuart Gully, 1968-1973 Carl Schuster, 1973-1981 Roland Bauman 1987 John Kelly, 1987-1994 Paul Poto, 1994-
Radisso Hotel Owners 1909-Present Simon and Edna (Dickerson) Kruse, 1909-1934 Philadelphia Fidelity Trust Company, 1934-1941 Tom Moore, 1941-1960 Tom Moore - Curt Carlson, 1960-1962 Curt Carlson, 1962-present ( Purchased 51percent interest in the
INTRODUCTION
•
•
•
Radisson hotels and resorts, one of the worls’s leading, full-service global hotel companies, operators, managers and franchise more than 400 hotels and resorts in 66 countries. Radisson IS focused on being focused on being the hotel of choice for today’s independent-minded frequent business and leisure travelers who want more control over the hotel experience. Radisson Hotels & Resorts is a worldwide chain of 435 hotels, with a
•
•
•
total of 102,000 guest rooms, in 61 countries. The first Radisson Hotel was built in Minneapolis, Minnesota in 1909, and was named after the 17th century French explorer Pierre-Esprit Radisson. The hotel was purchased by Curt Carlson (1914–1999) in 1962, and is still owned by his Carlson Companies. Radisson competes with Hilton, Doubletree, and Marriott. The majority of Radisson Branded Hotels are located in the United States.
• The company's headquarters are located in Minneapolis, Minnesota, where the first Radisson Hotel was built.
• This building is also headquarters to the parent company, Carlson Companies. There are 359 Radisson Hotels in the United States.
Radisson around the world 1.
•
Radisson Blu
Radisson Blu, formerly Radisson SAS, is the brandname for hotels outside
the United States, including those in Europe, Africa, and Asia. • They are operated by Belgian hotel firm Rezidor Hotel Group under a master franchise contract with Carlson. • Carlson and Scandinavian Airlines System (SAS), the Scandinavian Airline, were equity holders of the Rezidor Hotel Group, giving the company its name. • Since SAS withdrawal from the collaboration, the name Radisson SAS remained until February 5, 2009, when it was replaced by Radisson Blu, which
will be introduced gradually.
•
Radisson Blu operates 158 hotels with 42 projects in development.
Headquarters Belgium
:
Brussels,
Company Ownership: Radisson SAS Hotels & Resorts is a wholly owned subsidiary of the Stockholm-based SAS Group.
SAS is owned partly by the three Scandinavian Governments of Norway, Sweden and Denmark and partly by the private sector interests in these countries. Staying in Style : Radisson SAS Hotels & Resorts offer guests more than 20 different room designs to choose from. The six latest room styles include: Scandinavian – simple, spare, chic and elegant. Italian – handmade glass, Latin-flare and high fashion. Maritime – nautical themed, mahogany, leather and brass. High-Tech – chic, steel and the latest lighting.
Oriental – decorated with Far Eastern woods, rattans and artworks. Ecological – clean, fresh, décor in natural woods and fibres. The Radisson SAS Hotels & Resorts portfolio feature many distinctive and stylish hotels that go against the common notion of “cookie cutter” chain hotels. Examples include:
•
•
Radisson SAS St. Helen’s Hotel, Dublin – A classic 1750’s manor house set amidst landscaped gardens in the rural outskirts of the city. Radisson SAS Royal Hotel, Copenhagen – An established landmark building opposite the
•
•
•
famous Tivoli Gardens, within steps of shops, restaurants and taverns. Radisson SAS Alcron Hotel, Prague – A deluxe 1930’s Art Deco building that was recently restored to its former glory with crystal chandeliers, Italian marble and “milk glass” fixtures. The hotel features high-ceilinged rooms with classic period furnishings and all the modern amenities. Radisson SAS Strand Hotel, Stockholm – A traditional 1912 building refurbished to the highest standards and located in the heart of the financial district, a short walk from shops, restaurants, theatres and museums. Radisson SAS Palais Hotel, Vienna – Housed in a former Viennese palace
on the Parkring within walking distance to the State Opera House, St. Stephen’s Cathedral, museums and shopping.
•
•
Radisson SAS Hotel, Amsterdam – Situated in the historic heart of Amsterdam, in close proximity to main tourist attractions, museums, theatres, shopping areas and the business district. Radisson SAS Portman Hotel, London – Located in the celebrated West End of London, in a secluded corner of picturesque Portman Square near Marble Arch, the hotel is within easy reach of all the major commercial districts and the famous Oxford Street,
Regent Street and Bond Street shops and theatres
FACILITIES IN A TYPICAL RADISSON HOTEL • All 241 guest rooms with airconditioning, cable TV, direct dial telephone and mini bar. • Health club with indoor swimming pool, sauna, solarium. • Fine dining in Bistro Arcade, serving regional and international specialities, awarded by the Gault Millaut Guide for several years. • Hotel bar featuring music and international and exotic drinks. Happy hour from 7-8 p.m.
MEETINGS CENTRE IN A RADISSON HOTEL : • • • • • •
1,240 total m2 in 8 meeting rooms. Largest room: 500 m2 Total number of breakout rooms: 5 Video conferencing. Ceiling height in largest room: 2.4 m Business Centre.
VISTAS OF A RADISSON BLU HOTEL
1.Radisson Edwardian
Radisson Edwardian Story Radisson Edwardian Hotels are a collection of luxury hotels in prime locations in the heart of London, Heathrow and Manchester. •
•
The Edwardian name The Edwardian Era was the age of innovation. Picasso and Matisse transformed the art world. The Wright brothers flew, Rutherford split the atom and Einstein redrew the map of the universe. In our industry, great hotels reached new heights of luxury whilst in technology, art and culture, new perspectives on life were created - and so the modern age began. For so many reasons, that era provided the inspiration for the name Edwardian Hotels. Company vision Our company vision is simple - We want to be the most admired company in London and in Manchester.
This single idea colours all of our thinking and gives focus to our plans. ➢
•
Our mission On a day-to-day basis, we have a mission to achieve and we express it in three parts: 100% guest satisfaction, We have always made a simple promise to our guests.
"If you are not satisfied with something, please let us know, we will make it right or you won't pay for that particular service"
That has never changed - it never will. 100% guest satisfaction is always our first priority. 100% employment engagement • Currently Radisson Edwardian is ranked as a top quartile global employer by Gallup, which benchmarks us against world-class businesses like Audi, Bank America, Marriot and Toyota. • We have always believed in full staff •
•
➢
empowerment. This gives our guests faster solutions - it also makes each role more satisfying - where there is responsibility in Radisson Edwardian there is an equal measure of power. Positive cash flow, By satisfying our guests and keeping every single team member engaged will ensure that we will have a positive cash flow. Our values To achieve the guest satisfaction we aim at, we need to live according to a strong and very clear set of values.
Everything we do has one purpose: Making people feel special, By this we mean paying attention to our guests and understanding them so well that we can anticipate what they want and deliver it to them before they have to ask. ➢ This is what makes people feel special this is what luxury service means at our hotels. For two decades our staff have been empowered and rewarded for doing ➢
➢
just this. Luxury without pretension The Edwardian experience is about a new kind of luxury which makes you feel immediately comfortable and never intimidated.
Traditional luxury hotels can be quite formal and stuffy; the new designer luxury hotels can have an artificial, pretentious air, where your personal sense of style is judged - we believe our guests enjoy and expect beautiful spaces - but do not want to feel that they themselves are on display, or cannot fully relax. The minute you step into one of our hotels, you are free to be whatever you want to be this is your space to enjoy and we'll take care of you. It does not mean a laissez-faire attitude towards service - far from it. The service you will find here is natural, straightforward, and professional - it is also extremely friendly. Radisson Partnership • With Radisson as our partner, Edwardian
benefits from worldwide marketing and access to some of the best technology in the industry. • This serves both our colleagues and our guests. Radisson in turn is able to offer distinctive, luxury hotels in London and beyond. • Radisson's parent is Carlson Companies Inc. - one of the world's largest hospitality businesses turning over more than $22bn each year and operating in 140 countries. • Radisson Edwardian Hotels, therefore, has all the advantages of private ownership combined with the benefits of belonging to one of the world's leading hotel groups. Rewarding Travel Agents Radisson Edwardian, Radisson Hotels and Resorts, and Radisson SAS are the only hotel companies to offer a patented online loyalty programmer for travel agents called 'Look To Book,' which allows them
to automatically earn points toward valuable merchandise and incentive awards in return for booking any Radisson hotel. This exclusive, highly successful programme includes travel agents in 106 countries worldwide. It is one of the company's showcase programmes for providing business support to its hotels. • E-commerce Leadership Radisson Edwardian's web site offers many advantages to our customers. An enhanced reservation process and online personalisation features helps more web users shop for a hotel, make or change a reservation, or plan an event at any Radisson Edwardian Hotel. RadissonEdwardian.com offers more search flexibility with less repeated steps, and retains booking preferences, making the overall online reservation process more efficient and easier to use.
A Brochure OF Radisson Edwardian Hotel
Catering in An Radisson Hotel The following food can be ordered direct from the Radisson SAS or using the fax back form in Appendix B.
CATERING: Bearkfast/pastries Croissants with jam and butter Pastries Assorted muffins Fruit basket for 5 people Cereals
All the above with yoghurts, cheeses, meats, nuts, dried fruit, fresh fruit – (Continental Breakfast)
A selection of goodies which will include some of the following: Grilled ciabatta with tomato, pesto and mozzarella Artic bread with shrimps and dill Cured Ham and rocket wrap Spinach wrap with tuna and capsicum Marinated chicken on focaccia Roast beef and tomato on focaccia Cottage cheese and sliced artichoke on focaccia Smoked salmon and crème fraîche crostini
A selection of cured meats and condiments Prawns wrapped in filo pastry Lamb kofta with tomato and sage ragout Grilled Beef and capsicum pepper skewer Vegetable spring roll Fried paella balls Chicken saltimbocca Chicken satay Crab cakes Skewered lamb meat ball, yoghurt and mint dressing Shrimps with dill and mustard dressing Platter of Italian meats Caesar salad Rocket and parmesan salad Strawberry tart Chocolate cup with mango mousse Mocha crème brûlée Chocolate mousse Fresh fruit salad
Cold Roast Beef and Fresh Horseradish Wrap Classic Bruschetta Gravalax and Dill Mustard Sauce Scottish Smoked Salmon, Chive Scrambled Egg Norwegian Shrimps, marie rose sauce Slivers of Aylesbury Duck, cranberry Jelly Tartlet of Italian Meats and Shredded Capsicum Roulade of Smoked Salmon and Cream Cheese Basil Crostini, Parma Ham and parmesan Millefeuille of Marinated Chicken, Saffron and Tarragon Dressing
Hot Filo Wrapped Prawns with Chilli Jam Vegetable Spring Rolls Chicken Satay Fillet of Beef and Capsicum Kebab Lamb Samosa with Mint Raita
Vol au Vent of Lemon Chicken and Wild Mushrooms Breaded Plaice Goujons, Tartar Sauce Mini Baked Leek and Goats Cheese Quiche Oak Smoked Chicken Winglet, Barbecue Sauce Pitta bread with hummus dip
A Radisson Hotel in INDIA Radisson Hotel Noida The Radisson Hotel Noida Is centrally located in the business and leisure district of the NCR of Delhi. With Contemprory Architecture, Warm hospitality and convenient location, this hotel is surely a pleasure to both business and leisure travelers. The first and only five- star hotel in Noida, Uttar Pradesh. Strategically located in Noida Upscale sector -18 shopping district.
Reception
➢ RADISSON provides a 24 hours reception service ➢ At Radisson there was a array of experienced and qualifies receptionist to handle the customers. ➢ They Worked In a batch of three that at any time the entire three receptionists in the front office for the convenience of the customers. ➢ They Also Engage the stuffs to ensure the best service possible.
➢ Dressed In “PINK”, the receptionist act as a guide, a friend, a counselor to the customer.
➢ They used laptops and telephones to manage the accounts and to handle the queries or to provide services to the customers.
➢
The quality services provided by the receptionist at is very quality oriented.
Radisson made the customer feel at a peace. The customer knows that there is always someone to look into his needs. This Aspect of services in Radisson accounts for the high satisfaction among its customers.
ROOMS AT RADISSON
There were 115 accommodation rooms for visitors in Radisson. All of them were Spacious and attractively decorated. The rooms were differentiated on two major criteria’s.
SPACE FACILITIES PROVIDED
The Rooms were categorized as follows : superior, deluxe, club, crescent, Terrace, executive and president suite.
However the superior deluxe and club rooms were the same in area the visitors of the presidential suite were provided in superior servies and the most spacious rooms in the services provided inside the rooms were as follows :
➢ BAR: With an array of cocktails like Bacardi, Gilbeys, Smirnoff etc. ➢ Coffee and Tea Maker to provide the ease of the making it according to their own preference. ➢ Hairdryer. ➢ Iron and an ironing Board.
➢ Television facility with 36 domestic channels and 8 international channels. ➢ DVD players and a variety of video tapes were provided for entertainment and relaxation purposes in the executive and presidential suites. ➢ High Speed Internet facility was provided. ➢ Telephone with speaker facility. ➢ LG refrigerator ➢ Smoke detector. ➢ Hitachi Split Air-conditioners were provided: the number of AC’s depended on the size of the room. ➢
Two newspapers –Times of India and Economic Times were catered to all the rooms. Apart from this some magazines were also there for the spare time.
➢ The Room was decorated with antique pieces and scenic paintings.
➢ The Position of the rooms was such that it allowed sufficient sunshine to come in. ➢
➢
The wall color as well as the color of the bed sheets were complementary to each other and were such that it provided solace to the visitor. The Floor of the room as well as the bathroom was clean and completely dry to make sure that it was not slippery.
➢ The Temperature of the Room could de attuned according to the individual need of the guest. ➢ For ensuring the health of the customer flower pots were kept at each table. ➢ The bed and the beddings were provided were comfortable enough. ➢
Last but not the least, There were special rooms and facilities for handicapped and unprivileged people.
Restaurant. • Human Aspect of a service sector industry sets it apart from the production sector. The inherent quality of a product and also its physical outlook attracts the customers it. • But when it come to service the approach is totally different. Through its service, I .e the quality of service provided, an industry in the service sector, tends to retain as well as create a customer. • The service has to be made tangible in this fashion.
A VISIT TO A RADISSON This is the first of our experience from entry to exit a RADISSON’s Restaurant. The Whole Experience is below:
➢
The Entrance made us forget that we were there with the sole purpose of completing an assignment. It made us feel that it is surely going to be a memorable experience.
➢ The entrance finished in glass and wood wore the majestic look. The warm welcome by the man at the gate give a feeling of being comfortable and wanted. ➢
➢
One look and we all had the same opinion “it was the beginning of a new experience and delight”, the overall ambience increased our curiosity. Had not the waiter approached all of us and would have been still admiring the creation in that awestruck fashion. It was our luck that we got a table in the corner. To begin the experience, let us talk about the lighting. The whole area was dimly lit with a royal look, but bright enough for everyone to see properly.
➢ The positioning of the bulbs was strategically planned. The bulbs were placed in such a manner that it reflected the light shades of the walls. ➢
The chairs and table had wooden finish. The tables were arranged to cater to the customer’s needs i.e. buffet and sitting arrangement.
➢ The Buffet had a flat table with expensive copper, steel and glass cutlery. ➢ The sitting arrangement had planned arduously keeping in mind the customer comforts as well as taking care of the economic aspect of pace.
REFERENCES •
•
•
• • • •
http://www.carlson.com/home. html http://www.hotelonline.com/find.html https://sas.radisson.com/reser vation/secure/adjustment/hom e.do http://radissonsas.co.uk/ http://www.wikipedia.org http://www.google.com/ http://commons.wikimedia.org /wiki/Category:Radisson_Hotel s_%26_Resorts
SUBMITTED TO :
Mr. TARUN SETHI
SUBMITTED BY : Ms Kritika Kumar • Mr. Raghav Monga • Ms. Meenakshi Mr. Kaushal Kishore •
•
A RADISSON HOTEL IN UNITED STATES OF AMERICA
Type
Hotel
Founded
1909
Headquarters
Minneapolis, Minnesota, USA
Key People Jay S. Witzel (President and CEO of Carlson Hotels Worldwide), Bjørn Gullaksen(Executive Vice President, Managed Hotels & Resorts) Industry
Hospitality, Hotels and Tourism
Products
Temporary Residence
LOGO OF THE RADISSON GROUP OF HOTELS AND RESORTS
HISTORY OF RADISSON GROUP OF HOTELS ➢ Several years earlier, in Chicago, an enterprising woman named Edna Dickerson was running a school for court reporters. One day she learned that a distant relative, Albert Johnson, who owned considerable real estate in downtown Minneapolis, had passed away and left her a large amount of money and property. ➢ A short time later, while Ms. Dickerson was in Minneapolis to collect her inheritance, she met George Dayton and other prominent Mill City business people, who were convinced that a first-class hotel would be a boon to all downtown enterprise. They urged her to invest some of her inheritance in the construction of a grand hotel next to Dayton's store. ➢ Ms. Dickerson liked the idea, and arrangements were made to develop the new "Minneapolis Hotel Building:' as the
facility was called on the initial blueprints. The Chicagoan would contribute $1.5 million to its construction.
➢ The name "Radisson" was suggested by one N.H. Owen, a member of the Commercial Club, a Minneapolis business group that would eventually occupy two floors of the new hotel. ➢ Owen borrowed the name from the great and colorful French explorer, Pierre Esprit Radisson, who had crisscrossed the Great Lakes area in the 17th century. ➢ Owen believed that "Minnesota's forgotten explorer" deserved some recognition-and how better to provide that recognition than to name the city's newest and grandest hotel after him.
Radisson Hotel Managers 1909-Present
Charles Owen, 1909-1910 Simon Kruse, 1910-1934 (Kruse and his wife Edna Dickerson, built the hotel in 1909 and owned it until 1934) Rueben Hood, 1934-1936 Dick Kitchen, 1936-1938 Ray Swanson and James Gormley 1938-1941 Joe Binns, (Binns was an out of town manager hired by the Philadelphia Fedelity Trust Company, which took over teh hotel from Simon Kruse in 1934. Binns served as manager for only a feew months during 1941) Byron Calhoun, 1941-1947 Louis Kozell, 1947-1949 John Daniels, 1949-1950 Harry Calevas, 1950-1951 Don Clayton, 1951-1959 Lou Torok, 1959-1962 Bob Moore, 1962-1968 Stuart Gully, 1968-1973 Carl Schuster, 1973-1981 Roland Bauman 1987 John Kelly, 1987-1994 Paul Poto, 1994-
Radisso Hotel Owners 1909-Present Simon and Edna (Dickerson) Kruse, 1909-1934 Philadelphia Fidelity Trust Company, 1934-1941 Tom Moore, 1941-1960 Tom Moore - Curt Carlson, 1960-1962 Curt Carlson, 1962-present ( Purchased 51percent interest in the
INTRODUCTION
•
•
•
Radisson hotels and resorts, one of the worls’s leading, full-service global hotel companies, operators, managers and franchise more than 400 hotels and resorts in 66 countries. Radisson IS focused on being focused on being the hotel of choice for today’s independent-minded frequent business and leisure travelers who want more control over the hotel experience. Radisson Hotels & Resorts is a worldwide chain of 435 hotels, with a
•
•
•
total of 102,000 guest rooms, in 61 countries. The first Radisson Hotel was built in Minneapolis, Minnesota in 1909, and was named after the 17th century French explorer Pierre-Esprit Radisson. The hotel was purchased by Curt Carlson (1914–1999) in 1962, and is still owned by his Carlson Companies. Radisson competes with Hilton, Doubletree, and Marriott. The majority of Radisson Branded Hotels are located in the United States.
• The company's headquarters are located in Minneapolis, Minnesota, where the first Radisson Hotel was built.
• This building is also headquarters to the parent company, Carlson Companies. There are 359 Radisson Hotels in the United States.
Radisson around the world 1.
•
Radisson Blu
Radisson Blu, formerly Radisson SAS, is the brandname for hotels outside
the United States, including those in Europe, Africa, and Asia. • They are operated by Belgian hotel firm Rezidor Hotel Group under a master franchise contract with Carlson. • Carlson and Scandinavian Airlines System (SAS), the Scandinavian Airline, were equity holders of the Rezidor Hotel Group, giving the company its name. • Since SAS withdrawal from the collaboration, the name Radisson SAS remained until February 5, 2009, when it was replaced by Radisson Blu, which
will be introduced gradually.
•
Radisson Blu operates 158 hotels with 42 projects in development.
Headquarters Belgium
:
Brussels,
Company Ownership: Radisson SAS Hotels & Resorts is a wholly owned subsidiary of the Stockholm-based SAS Group.
SAS is owned partly by the three Scandinavian Governments of Norway, Sweden and Denmark and partly by the private sector interests in these countries. Staying in Style : Radisson SAS Hotels & Resorts offer guests more than 20 different room designs to choose from. The six latest room styles include: Scandinavian – simple, spare, chic and elegant. Italian – handmade glass, Latin-flare and high fashion. Maritime – nautical themed, mahogany, leather and brass. High-Tech – chic, steel and the latest lighting.
Oriental – decorated with Far Eastern woods, rattans and artworks. Ecological – clean, fresh, décor in natural woods and fibres. The Radisson SAS Hotels & Resorts portfolio feature many distinctive and stylish hotels that go against the common notion of “cookie cutter” chain hotels. Examples include:
•
•
Radisson SAS St. Helen’s Hotel, Dublin – A classic 1750’s manor house set amidst landscaped gardens in the rural outskirts of the city. Radisson SAS Royal Hotel, Copenhagen – An established landmark building opposite the
•
•
•
famous Tivoli Gardens, within steps of shops, restaurants and taverns. Radisson SAS Alcron Hotel, Prague – A deluxe 1930’s Art Deco building that was recently restored to its former glory with crystal chandeliers, Italian marble and “milk glass” fixtures. The hotel features high-ceilinged rooms with classic period furnishings and all the modern amenities. Radisson SAS Strand Hotel, Stockholm – A traditional 1912 building refurbished to the highest standards and located in the heart of the financial district, a short walk from shops, restaurants, theatres and museums. Radisson SAS Palais Hotel, Vienna – Housed in a former Viennese palace
on the Parkring within walking distance to the State Opera House, St. Stephen’s Cathedral, museums and shopping.
•
•
Radisson SAS Hotel, Amsterdam – Situated in the historic heart of Amsterdam, in close proximity to main tourist attractions, museums, theatres, shopping areas and the business district. Radisson SAS Portman Hotel, London – Located in the celebrated West End of London, in a secluded corner of picturesque Portman Square near Marble Arch, the hotel is within easy reach of all the major commercial districts and the famous Oxford Street,
Regent Street and Bond Street shops and theatres
FACILITIES IN A TYPICAL RADISSON HOTEL • All 241 guest rooms with airconditioning, cable TV, direct dial telephone and mini bar. • Health club with indoor swimming pool, sauna, solarium. • Fine dining in Bistro Arcade, serving regional and international specialities, awarded by the Gault Millaut Guide for several years. • Hotel bar featuring music and international and exotic drinks. Happy hour from 7-8 p.m.
MEETINGS CENTRE IN A RADISSON HOTEL : • • • • • •
1,240 total m2 in 8 meeting rooms. Largest room: 500 m2 Total number of breakout rooms: 5 Video conferencing. Ceiling height in largest room: 2.4 m Business Centre.
VISTAS OF A RADISSON BLU HOTEL
1.Radisson Edwardian
Radisson Edwardian Story Radisson Edwardian Hotels are a collection of luxury hotels in prime locations in the heart of London, Heathrow and Manchester. •
•
The Edwardian name The Edwardian Era was the age of innovation. Picasso and Matisse transformed the art world. The Wright brothers flew, Rutherford split the atom and Einstein redrew the map of the universe. In our industry, great hotels reached new heights of luxury whilst in technology, art and culture, new perspectives on life were created - and so the modern age began. For so many reasons, that era provided the inspiration for the name Edwardian Hotels. Company vision Our company vision is simple - We want to be the most admired company in London and in Manchester.
This single idea colours all of our thinking and gives focus to our plans. ➢
•
Our mission On a day-to-day basis, we have a mission to achieve and we express it in three parts: 100% guest satisfaction, We have always made a simple promise to our guests.
"If you are not satisfied with something, please let us know, we will make it right or you won't pay for that particular service"
That has never changed - it never will. 100% guest satisfaction is always our first priority. 100% employment engagement • Currently Radisson Edwardian is ranked as a top quartile global employer by Gallup, which benchmarks us against world-class businesses like Audi, Bank America, Marriot and Toyota. • We have always believed in full staff •
•
➢
empowerment. This gives our guests faster solutions - it also makes each role more satisfying - where there is responsibility in Radisson Edwardian there is an equal measure of power. Positive cash flow, By satisfying our guests and keeping every single team member engaged will ensure that we will have a positive cash flow. Our values To achieve the guest satisfaction we aim at, we need to live according to a strong and very clear set of values.
Everything we do has one purpose: Making people feel special, By this we mean paying attention to our guests and understanding them so well that we can anticipate what they want and deliver it to them before they have to ask. ➢ This is what makes people feel special this is what luxury service means at our hotels. For two decades our staff have been empowered and rewarded for doing ➢
➢
just this. Luxury without pretension The Edwardian experience is about a new kind of luxury which makes you feel immediately comfortable and never intimidated.
Traditional luxury hotels can be quite formal and stuffy; the new designer luxury hotels can have an artificial, pretentious air, where your personal sense of style is judged - we believe our guests enjoy and expect beautiful spaces - but do not want to feel that they themselves are on display, or cannot fully relax. The minute you step into one of our hotels, you are free to be whatever you want to be this is your space to enjoy and we'll take care of you. It does not mean a laissez-faire attitude towards service - far from it. The service you will find here is natural, straightforward, and professional - it is also extremely friendly. Radisson Partnership • With Radisson as our partner, Edwardian
benefits from worldwide marketing and access to some of the best technology in the industry. • This serves both our colleagues and our guests. Radisson in turn is able to offer distinctive, luxury hotels in London and beyond. • Radisson's parent is Carlson Companies Inc. - one of the world's largest hospitality businesses turning over more than $22bn each year and operating in 140 countries. • Radisson Edwardian Hotels, therefore, has all the advantages of private ownership combined with the benefits of belonging to one of the world's leading hotel groups. Rewarding Travel Agents Radisson Edwardian, Radisson Hotels and Resorts, and Radisson SAS are the only hotel companies to offer a patented online loyalty programmer for travel agents called 'Look To Book,' which allows them
to automatically earn points toward valuable merchandise and incentive awards in return for booking any Radisson hotel. This exclusive, highly successful programme includes travel agents in 106 countries worldwide. It is one of the company's showcase programmes for providing business support to its hotels. • E-commerce Leadership Radisson Edwardian's web site offers many advantages to our customers. An enhanced reservation process and online personalisation features helps more web users shop for a hotel, make or change a reservation, or plan an event at any Radisson Edwardian Hotel. RadissonEdwardian.com offers more search flexibility with less repeated steps, and retains booking preferences, making the overall online reservation process more efficient and easier to use.
A Brochure OF Radisson Edwardian Hotel
Catering in An Radisson Hotel The following food can be ordered direct from the Radisson SAS or using the fax back form in Appendix B.
CATERING: Bearkfast/pastries Croissants with jam and butter Pastries Assorted muffins Fruit basket for 5 people Cereals
All the above with yoghurts, cheeses, meats, nuts, dried fruit, fresh fruit – (Continental Breakfast)
A selection of goodies which will include some of the following: Grilled ciabatta with tomato, pesto and mozzarella Artic bread with shrimps and dill Cured Ham and rocket wrap Spinach wrap with tuna and capsicum Marinated chicken on focaccia Roast beef and tomato on focaccia Cottage cheese and sliced artichoke on focaccia Smoked salmon and crème fraîche crostini
A selection of cured meats and condiments Prawns wrapped in filo pastry Lamb kofta with tomato and sage ragout Grilled Beef and capsicum pepper skewer Vegetable spring roll Fried paella balls Chicken saltimbocca Chicken satay Crab cakes Skewered lamb meat ball, yoghurt and mint dressing Shrimps with dill and mustard dressing Platter of Italian meats Caesar salad Rocket and parmesan salad Strawberry tart Chocolate cup with mango mousse Mocha crème brûlée Chocolate mousse Fresh fruit salad
Cold Roast Beef and Fresh Horseradish Wrap Classic Bruschetta Gravalax and Dill Mustard Sauce Scottish Smoked Salmon, Chive Scrambled Egg Norwegian Shrimps, marie rose sauce Slivers of Aylesbury Duck, cranberry Jelly Tartlet of Italian Meats and Shredded Capsicum Roulade of Smoked Salmon and Cream Cheese Basil Crostini, Parma Ham and parmesan Millefeuille of Marinated Chicken, Saffron and Tarragon Dressing
Hot Filo Wrapped Prawns with Chilli Jam Vegetable Spring Rolls Chicken Satay Fillet of Beef and Capsicum Kebab Lamb Samosa with Mint Raita
Vol au Vent of Lemon Chicken and Wild Mushrooms Breaded Plaice Goujons, Tartar Sauce Mini Baked Leek and Goats Cheese Quiche Oak Smoked Chicken Winglet, Barbecue Sauce Pitta bread with hummus dip
A Radisson Hotel in INDIA Radisson Hotel Noida The Radisson Hotel Noida Is centrally located in the business and leisure district of the NCR of Delhi. With Contemprory Architecture, Warm hospitality and convenient location, this hotel is surely a pleasure to both business and leisure travelers. The first and only five- star hotel in Noida, Uttar Pradesh. Strategically located in Noida Upscale sector -18 shopping district.
Reception
➢ RADISSON provides a 24 hours reception service ➢ At Radisson there was a array of experienced and qualifies receptionist to handle the customers. ➢ They Worked In a batch of three that at any time the entire three receptionists in the front office for the convenience of the customers. ➢ They Also Engage the stuffs to ensure the best service possible.
➢ Dressed In “PINK”, the receptionist act as a guide, a friend, a counselor to the customer.
➢ They used laptops and telephones to manage the accounts and to handle the queries or to provide services to the customers.
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The quality services provided by the receptionist at is very quality oriented.
Radisson made the customer feel at a peace. The customer knows that there is always someone to look into his needs. This Aspect of services in Radisson accounts for the high satisfaction among its customers.
ROOMS AT RADISSON
There were 115 accommodation rooms for visitors in Radisson. All of them were Spacious and attractively decorated. The rooms were differentiated on two major criteria’s.
SPACE FACILITIES PROVIDED
The Rooms were categorized as follows : superior, deluxe, club, crescent, Terrace, executive and president suite.
However the superior deluxe and club rooms were the same in area the visitors of the presidential suite were provided in superior servies and the most spacious rooms in the services provided inside the rooms were as follows :
➢ BAR: With an array of cocktails like Bacardi, Gilbeys, Smirnoff etc. ➢ Coffee and Tea Maker to provide the ease of the making it according to their own preference. ➢ Hairdryer. ➢ Iron and an ironing Board.
➢ Television facility with 36 domestic channels and 8 international channels. ➢ DVD players and a variety of video tapes were provided for entertainment and relaxation purposes in the executive and presidential suites. ➢ High Speed Internet facility was provided. ➢ Telephone with speaker facility. ➢ LG refrigerator ➢ Smoke detector. ➢ Hitachi Split Air-conditioners were provided: the number of AC’s depended on the size of the room. ➢
Two newspapers –Times of India and Economic Times were catered to all the rooms. Apart from this some magazines were also there for the spare time.
➢ The Room was decorated with antique pieces and scenic paintings.
➢ The Position of the rooms was such that it allowed sufficient sunshine to come in. ➢
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The wall color as well as the color of the bed sheets were complementary to each other and were such that it provided solace to the visitor. The Floor of the room as well as the bathroom was clean and completely dry to make sure that it was not slippery.
➢ The Temperature of the Room could de attuned according to the individual need of the guest. ➢ For ensuring the health of the customer flower pots were kept at each table. ➢ The bed and the beddings were provided were comfortable enough. ➢
Last but not the least, There were special rooms and facilities for handicapped and unprivileged people.
Restaurant. • Human Aspect of a service sector industry sets it apart from the production sector. The inherent quality of a product and also its physical outlook attracts the customers it. • But when it come to service the approach is totally different. Through its service, I .e the quality of service provided, an industry in the service sector, tends to retain as well as create a customer. • The service has to be made tangible in this fashion.
A VISIT TO A RADISSON This is the first of our experience from entry to exit a RADISSON’s Restaurant. The Whole Experience is below:
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The Entrance made us forget that we were there with the sole purpose of completing an assignment. It made us feel that it is surely going to be a memorable experience.
➢ The entrance finished in glass and wood wore the majestic look. The warm welcome by the man at the gate give a feeling of being comfortable and wanted. ➢
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One look and we all had the same opinion “it was the beginning of a new experience and delight”, the overall ambience increased our curiosity. Had not the waiter approached all of us and would have been still admiring the creation in that awestruck fashion. It was our luck that we got a table in the corner. To begin the experience, let us talk about the lighting. The whole area was dimly lit with a royal look, but bright enough for everyone to see properly.
➢ The positioning of the bulbs was strategically planned. The bulbs were placed in such a manner that it reflected the light shades of the walls. ➢
The chairs and table had wooden finish. The tables were arranged to cater to the customer’s needs i.e. buffet and sitting arrangement.
➢ The Buffet had a flat table with expensive copper, steel and glass cutlery. ➢ The sitting arrangement had planned arduously keeping in mind the customer comforts as well as taking care of the economic aspect of pace.
REFERENCES •
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http://www.carlson.com/home. html http://www.hotelonline.com/find.html https://sas.radisson.com/reser vation/secure/adjustment/hom e.do http://radissonsas.co.uk/ http://www.wikipedia.org http://www.google.com/ http://commons.wikimedia.org /wiki/Category:Radisson_Hotel s_%26_Resorts
