The hospitality & healthcare sector practice within ECS focuses on the following industry clusters:
Hotels
Restaurants and café chains
Travel services, fleet management and leisure
Airlines
Hospitals and healthcare
ECS has extensive expertise in some industry clusters and believes that the product portfolio available can be leveraged for some other clusters like airlines & fleet management
These are exciting times for the hotels sector. 2006 was
the Year of Hospitality. There was an over 20% category
growth in 2006, 35 five-star hotels were added with another
155 put under construction and an over 20% growth in tariffs
was registered. In the economy segment, 112 projects were
sanctioned for south India alone by the central tourism
department this year.
India forms an important part of the agenda of all leading
global hospitality players. Some plans:
Hilton will roll out 'Hampton Inn and Suites', 'Hilton
Garden Inn' and 'Double Tree'
Accor Group will launch 'Sofitel', 'Novotel' and 'Macure'
brands in India
Starwood Group will introduce its “Luxury Collection”, and
'Four Point' brands
Inter Continental Hotels is spreading 'Holiday Inn' and
'Express Holiday Inn'
Worldhotels, Jumeirah, Emaar, Wyndham are entering India,
as are several others
Indian Hotels has bought over The Ritz Carlton at Boston
However, while customers are flocking to the country and
hence the business houses, companies are making rapid
efforts to streamline project management, revenue
management, quality of operations, supply chain and IT
enablement to see to it that the growth becomes sustainable
and long-lasting.
Key challenges facing the industry
Suitable land at a price which makes sense: In
the recent auctions for hotel land at Delhi, the reserve
price asked was sited as exorbitant by almost all
players
Intense competition: The industry is witnessing
heightened competition with the arrival of new players,
new products and new systems
Attrition: A booming retail, airline and BPO sector as
well as lucrative overseas F&B contracts have all led to
high employee turnover with some chains registering as
high as 65%
Customer expectations: As prices skyrocket and India
becomes a destination on the global travel map,
expectations of customers are making companies move the
satisfaction-delight-relationship coordinates. Companies
have a much greater stress on ensuring customer loyalty
and repeat purchase.
Manual backend: Though most reputed chains have IT
enabled systems for property management, reservations
etc., almost all data which actually makes the company
work resides in manual log books or is simply not
tracked
Payback: As property prices increase, a vertical
start-up and least gestation are becoming important
cornerstones in the hospitality landscape
Productivity: Employee strength per room is sited as
higher than some countries
Managing resistance to change is paramount as the organizations are under continuous pressure to adapt to the changing best practices
ECS has worked extensively in the five star deluxe category of hotels and has expertise which spans strategic, tactical and operational issues. ECS’s value proposition envelops the current growth opportunity and is designed for usage by both new entrants as well as existing players to attain service excellence. The ECS proposition builds on elements to ensure process excellence, product excellence, strategic excellence and results excellence.
The key ECS value proposition is to deliver and implement tangible outcomes using structured methodologies in a focused intervention. The execution strategy firmly revolves around the theme of sustenance of the intervention.
Solution offerings
ECS has dedicated solutions for enabling each of the four elements of service excellence.
Process Excellence
Product Excellence
Strategic Excellence
Service Excellence
Room Revenue Management
New Product Development
Strategic Planning Process Development and Standardization
The key ECS value proposition is to in deliver and implement tangible outcomes using structured methodologies in a focused intervention. The execution strategy firmly revolves around the theme of sustenance of the intervention.
ECS is working closely with the Lean Global Network to establish the Lean Institute in India. Healthcare shall be one of the several areas in which ECS shall collaborate with Lean Global Network of Dr. James P. Womack and Prof. Daniel T. Jones to help improve Health Care Management in India.
The Lean Global Network presents to you the first ‘Global Lean Healthcare Summit’ to be held on 25-26 June, 2007 at Warwickshire, UK. (Click on the link to download the brochure)
Contact Information
Nishesh Gupta
Head - Hospitality and Healthcare Practice
ECS Mumbai
