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Lovely professional university

Training & Development Methods at Oberoi Hotels &

Resorts

Submitted To: Submitted By:

Siafou kofi Krishan Raj Bhatta (A31)

Manrit kaur walia (A32)

Priyanka Chauhan (A33)

Anshika Shukla (A34)

Pallavi Raghav (A35)

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Course Code: HRM619 Course Title: Training and development

Course Instructor: Siakou Koffi Senyo

Academic Task No.:1 Academic Task Title: Assignment

Date of Allotment: 26 Jan 2013 Date of submission: 11 feb 2013

Student’s Roll no: A31, A32, A33, A34 and A35

Student’s Reg. no:

Evaluation Parameters: (Parameters on which student is to be evaluated- To be mentioned by

students as specified at the time of assigning the task by the instructor)

Declaration:

We declare that this Assignment is our group work. We have not copied it from any other

student’s work or from any other source except where due acknowledgement is made explicitly

in the text, nor has any part been written for us by any other person.

Student’s Signature: Priyanka Chauhan, Krishn Raj Bhatta, Anshika Shukla, Manrit

Kaur, Pallavi

Evaluator’s comments (For Instructor’s use only)

Evaluator’s Signature and Date:

Marks Obtained: _______________ Max. Marks: ______________

General Observations Suggestions for

Improvement

Best part of assignment

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INTRODUCTION

The Indian Hospitality Sector is witnessing one of its rare sustained growth trends. Hotel

industry is inextricable linked to the tourism industry and the growth in the Indian tourism

industry has fuelled the growth of Indian Hotel Industry.

A major reason for the demand for hotel rooms is the underlying boom in the economy,

particularly the growth in the information technology enabled services and information

technology industries. Rising stock indices and new business opportunities are also attracting

foreign institutional investors, funds, equity and venture capitalist.

The financial year 2008 – 09 was an unforgettable one for the Indian tourism industry with the

Mumbai terror attacks and the global economic downturn affecting the industry’s performance.

The Hotel Industry, too, observed an overall decline in occupancy and revenue in most cities in

India

Training and development or Learning and development as many refer to it now are one of the

most important aspects of our lives and our work. Many people refer training as an activity that

produces the result or outcome of learning and learning is typically viewed as new knowledge,

skills and competencies or abilities. Training can be defined as the process of increasing the

knowledge and skills of the workforce to enable them to perform their jobs effectively. It is a

process whereby an individual acquires job-related skills and knowledge. It is a subsystem of an

organization.

In simple terms, training and development refer to the imparting of specific skills, abilities and

knowledge to an employee. A formal definition of training and development is “It is any attempt

to improve current or future employee performance by increasing an employee’s ability to

perform through learning, usually by changing the employee’s attitude or increasing his or her

skills and knowledge”.

The need for training and development is determined by the employee’s performance deficiency,

computed as follows:

Training and Development= standard performance – actual performance.

Training takes place at various points and places in a business. Training is required to:

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Support new employees (induction training)

Improve productivity

Increase marketing effectiveness

Support higher standards of customer service and production quality

Introduction of new technology, systems or other change

Address changes in legislation

Support employee progression and promotion

Effective training has the potential to provide a range of benefits for a business:

Higher quality

Better productivity

Improved motivation- through greater empowerment

More flexibility through better skills

Less supervision required (cost saving in supervision)

Better recruitment and employee retention

Easier to implement change in the business

IMPORTANCE OF TRAINING AND DEVELOPMENT:-

Organizations provide training to assist employees in developing their full potential. By offering a

variety of courses, programs and educational benefits through its human resources or HR

department, a company encourages employees to continually learn and improve.

Training programs conducted by organization play a very important role in the following ways:-

Optimum utilization of Human Resources: - Training and development helps in

optimizing the utilization of human resource that further helps the employee to achieve the

organizational goals as well as their individual goals.

Development of Human Resources: - Training and development helps to provide an

opportunity and broad structure for the development of human resources technical and

behavioural skills in an organization. It also helps the employees in attaining personal

growth.

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Development of skills of employees: - Training and development helps in increasing the job

knowledge and skills of employees at each level. It helps to expand the horizons of human

intellect and an overall personality of the employees.

Productivity: - Training and development helps in increasing the productivity of the

employees that helps the organization further to achieve its long term goal.

Team spirit: - Training and development helps in circulating the sense of team work, team

spirit and inter team collaborations. It helps in inculcating the zeal to learn within the

employees.

Organization culture: - Training and development helps to develop and improve the

organizational health culture and effectiveness. It helps in creating the learning culture within

the organization.

Organization climate: - Training and development helps building the positive perception

and feeling about the organization. The employees get these feelings from leaders,

subordinates and peers.

Quality: - Training and development helps in improving upon the quality of work and work

life.

Healthy work environment: - Training and development helps in creating the healthy

working environment. It helps to build good employee relationship so that individual goals

align with organizational goal.

Health and safety: - Training and development helps in improving the health and safety of

the organization thus preventing obsolescence.

Morale: - Training and development helps in improving the morale of the work force.

Image: - Training and development helps in creating a better corporate image.

Profitability: - Training and development leads to improved profitability and more positive

attitudes towards profit orientation.

Training and Development aids in organizational development: - i.e organization gets

more effective decision making and problem solving. It helps in understanding and carrying

out organizational policies.

Training and development :- Helps in developing leadership skills, motivation, loyalty,

better attitudes and other aspects that successful workers and managers usually display.

Training and development: - demonstrates a commitment to keeping employees on the

cutting edge of knowledge and practice.

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COMPANY PROFILE

The Oberoi Group Profile

The Oberoi Group, founded in 1934, operates 28 hotels across five countries, one Nile

Cruiser and one Backwater Vessel in Kerala under the luxury ‘Oberoi’ and five-star

‘Trident’ brands. The Group is also engaged in flight catering, airport restaurants, travel

and tour services, car rentals, project management and corporate air charters.

A distinctive feature of The Group’s hotels is their highly motivated and well trained

staffs that provide exceptionally attentive, personalised and warm service. The Group’s

new luxury hotels have established a reputation for redefining the paradigm of luxury and

excellence in service amongst leisure hotels around the world.

Trident hotels are five-star hotels that have established a reputation for excellence and are

acknowledged for offering quality and value. These hotels combine state of the art

facilities with dependable service in a caring environment, presenting the ideal choice for

business and leisure travellers. At present there are nine Trident hotels in India. These are

located in Mumbai at Bandra Kurla and Nariman Point, Gurgaon (Delhi National Capital

Region), Chennai, Bhubaneshwar, Cochin, Agra, Jaipur and Udaipur. The Oberoi Group

also operates a Trident hotel in the Saudi Arabian city of Jeddah.

The last decade has witnessed the debut of new luxury Oberoi leisure hotels in India and

abroad. In India, these hotels include The Oberoi Rajvilas, Jaipur; The Oberoi Amarvilas,

Agra; Wildflower Hall, Shimla in the Himalayas; The Oberoi Vanyavilas,

Ranthambhore; The Oberoi Cecil, Shimla and The Oberoi Udaivilas, Udaipur. Overseas,

the new hotels include The Oberoi, Lombok in Indonesia, The Oberoi, Mauritius and The

Oberoi, Sahl Hasheesh in Egypt. The Oberoi Zahra, Luxury Nile Cruiser, Egypt was

launched in 2007.

The Group’s commitment to excellence, attention to detail and personalised service has

ensured a loyal list of guests and accolades in the worldwide hospitality industry.

Recognising the importance of quality training in hospitality management, The Oberoi

Group established The Oberoi Centre of Learning and Development in New Delhi in

1966. Today, this institution is considered amongst the best in Asia with approximately

100 students graduating each year.

The Oberoi Group is committed to employing the best environmental and ecological

practices in technology, equipment and operational processes. The Group also supports

philanthropic activities that range from education to assistance for the mentally and

physically challenged. The Group is also a keen contributor to the conservation of nature

and of cultural heritage.

Reservations may be made through The Oberoi Contact Centre by dialing the toll free

number in India 1 800 11 2030 for Oberoi Hotels & Resorts or by visiting the website

www.oberoihotels.com. For Trident Hotels, reservations may be made by calling the toll

free number 1800 11 2122 or by calling 11 2389 0555. Online reservations may be made

by visiting the website www.tridenthotels.com.

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CORPORATE INFORMATION

Company Name EIH Limited

Primary Brands Oberoi Hotels and Resorts

Trident Hotels

Associate Oberoi Flight Services

Businesses Oberoi Airport Services

Oberoi Aviation

EIH Printing Press

Mercury Car Rentals Limited

Corporate Office 7, Sham Nath Marg

Delhi – 110 054

Telephone Number +91 (11) 23890505

Registered Office Four Mangoe Lane

Kolkata – 700 001

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Mohan Singh Oberoi (August

15, 1898 — May 3, 2002) was

a renowned Indian hotelier

widely regarded as the

father of 20th

century India's

hotel business. A centenarian, he was revered in his later years as a far-ranging visionary who

provided a modern structural model for South Asia's tourism and hospitality services industry.

Early Years

Mohan Singh Oberoi was born in Bhaun, a minor village of Jhelum District (now Chakwal

District) in Punjab. After attending schools in his village and nearby Rawalpindi, he passed the

Intermediate College Examination in Lahore, but was unable to continue attending classes due to

a lack of finances. Instead, he learned typing and shorthand, and in 1922, started his hotel career

with a low-paid billing clerks position at Shimla's Hotel Cecil after being interviewed by it’s

manager, Mr. D.W. Grove. Within two years, he worked his way up, and assisted the hotel

manager, Mr. Ernest Clarke (who had replace Mr. Grove) in purchasing The Carlton Hotel

(subsequently renamed “Clarkes Hotel”) in Shimla. Ten years later, in 1934, Mr. Clarke retired,

and young M. S. Oberoi gathered all the family resources to purchase the hotel himself.

The Start of a Hotel Empire

In 1938, the bustling metropolis of Kolkata saw a huge business downturn in the aftermath of a

cholera epidemic. This depressed economic environment enabled M. S. Oberoi to take over the

management of the city's Grand Hotel on favorable terms. The hotel - formerly a palace of

luxury - had been empty for years, since the death of over a hundred foreign guests during the

cholera outbreak.

Mohan Singh Oberoi (August 15, 1898 — May 3, 2002) was a renowned Indian hotelier widely

regarded as the father of 20th

century India's hotel business. A centenarian, he was revered in his

later years as a far-ranging visionary who provided a modern structural model for South Asia's

tourism and hospitality services industry.

Early Years

Mohan Singh Oberoi was born in Bhaun, a minor village of Jhelum District (now Chakwal

District) in Punjab. After attending schools in his village and nearby Rawalpindi, he passed the

Intermediate College Examination in Lahore, but was unable to continue attending classes due to

a lack of finances. Instead, he learned typing and shorthand, and in 1922, started his hotel career

with a low-paid billing clerks position at Shimla's Hotel Cecil after being interviewed by it’s

manager, Mr. D.W. Grove. Within two years, he worked his way up, and assisted the hotel

manager, Mr. Ernest Clarke (who had replace Mr. Grove) in purchasing The Carlton Hotel

(subsequently renamed “Clarkes Hotel”) in Shimla. Ten years later, in 1934, Mr. Clarke retired,

and young M. S. Oberoi gathered all the family resources to purchase the hotel himself.

The Start of a Hotel Empire

In 1938, the bustling metropolis of Kolkata saw a huge business downturn in the aftermath of a

cholera epidemic. This depressed economic environment enabled M. S. Oberoi to take over the

management of the city's Grand Hotel on favorable terms. The hotel - formerly a palace of

luxury - had been empty for years, since the death of over a hundred foreign guests during the

cholera outbreak.

Rai Bahadur M.S. Oberoi

The Founding Chairman

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Revered Centenarian

Throughout his later life, Rai Bahadur M. S.

Oberoi received numerous honors and awards

from the Indian government and private

organizations. He was the recipient of many

prestigious national and international awards and

accolades, the most prestigious of which are:

The admission to the ‘Hall of Fame’ by the

American Society of Travel Agents (ASTA)

‘Man of the World’ by the International

Hotel Association (IHA) New York

‘Order of The Republic - First Class’

conferred by the president of Egypt

Honorary Doctorate of Business

Administration by the International

Management Centre, Buckingham, UK

Being named by Newsweek as one of the

‘Elite Winners of 1978’

The PHDCCI ‘Millennium’ award in 2000

The ‘Padma Bhushan’ awarded in 2001

He came to be seen as an emblematic figure in

the transformation of modern India. Upon his

passing away in 2002.

Late Rai Bahadur Mohan Singh Oberoi

(August 15, 1898 – May 3, 2002)

“The idea was never to make money….the

compulsion was to always offer the

best….profits would come automatically.”

“Not buildings, nor marble, not granite; it’s

the people who make us better.”

Late Rai Bahadur Mohan Singh Oberoi

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Group Hotels

Name of Hotel Name of General Manager

Oberoi Hotels & Resorts – India

The Oberoi, New Delhi Puranjay Sinh Rathore

The Oberoi Gurgaon David Mathews

The Oberoi, Mumbai Varun Chhibber

The Oberoi, Bangalore Huvida Marshall

The Oberoi Grand, Kolkata George Kuruvilla

The Oberoi Amarvilas, Agra Ankush Mahajan

The Oberoi Rajvilas, Jaipur Anshul Kaul

The Oberoi Udaivilas, Udaipur Vincent Guironnet

The Oberoi Vanyavilas, Ranthambore Ratna Malhotra

Wildflower Hall, In the Himalayas Abhishek Sharma

The Oberoi Cecil, Shimla Arpit Pant

Oberoi Hotels & Resorts – Overseas

The Oberoi, Bali John Halpin

The Oberoi, Lombok Rudy Baihaqi

The Oberoi, Mauritius Marc Denton

The Oberoi, Madina Adel Abdel Hai

The Oberoi, Sahl Hasheesh, Red Sea Dhiren Pereira

The Oberoi, Dubai Tapan Piplani

Luxury Cruise Liners

The Oberoi Zahra, Nile Cruiser Imran Sultan

The Oberoi Philae, Nile Cruiser George Michel

The Oberoi Motor Vessel Vrinda, Kerela Amit Saincher

Trident Hotels

Trident, Agra Vishal Bharti

Trident, Bhubaneswar Vishal Pathak

Trident, Chennai Amit Khare

Trident, Cochin Amit Saincher

Trident, Gurgaon Nitesh Gandhi

Trident, Jaipur Prashant Gupta

Trident, Udaipur Dhiraj Mehta

Trident, Nariman Point, Mumbai Sanju Soni

Trident, Bandra Kurla, Mumbai Visheshwar Raj Singh

Trident, Hyderabad Sharad Puri

Trident Hotel – Overseas

Trident, Jeddah Chander Nain

Heritage Hotels

Maidens, Delhi B.S. Parmar

Clarks, Shimla D.P. Bhatia

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Emerging training trends in Hospitality sector

1) Computer based training (CBT): CBT is an interactive training experience in which the

computer provides the learning stimulus, the trainee must respond and the computer analyses the

responses and provides feedback to trainees. It includes interactive video, CD- ROM and other

systems when they are computer driven.

A personal computer enables animation, video clips and graphics to be integrated

into a training session. The user can interact with training materials through use of

joystick or touch screen monitor. CD ROMs and DVDs utilize a laser to read text,

graphics, audio and video off an aluminum disc. A laser disc uses a laser to

provide high quality video and sound.

Interactive video combines the advantages of video & computer based

instructions. Instruction is provided one on one to trainees via a monitor

connected to a keyboard. Trainee’s uses keyboard to interact with program and

this is basically used to teach technical procedures and interpersonal skills.

Online learning refers to the instruction and delivery of training by computer

online through the internet or the web. The internet based training is refers to that

training which is delivered on public or private computers networks and displayed

by a web.

Learning Portals are the websites or online learning centers that provide, via e

commerce transactions, access to training courses, services and online learning

communities from many sources.

2) Blended Learning: It combines online learning, face to face instruction and other methods

for distributing learning content and instruction. Blended learning courses provide learners with

positive features of both face to face instruction and technology based delivery and instructional

methods.

3) The following four types of simulations are being observed in hospitality as emerging trend in

training:

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Branching story is the one in which trainees are presented with a situation and asked

to make a choice or decision. The trainees progress through the simulations on basis of

their decisions.

Interactive Spreadsheet are those type in which trainees are given a set of business

rules and asked to make decisions that will affect the business. It usually contains

financial data or information.

In game based trainees play video game on a computer and takes decisions in

between the game.

Virtual Lab provides trainees to interact with a computer representation of the job

they are being trained for. Avatars are the computer depictions of humans that are used as

imaginary coaches, co -workers and customers.

4) Mobile technology allows learning to occur anywhere at any time and it consist of wireless

transmission systems such Wi-Fi and Bluetooth which allows transmission of data without the

need for physical connections. Mobile devices such as MP3 players, portable computers, iPods,

global positioning systems etc. can be used to share information related to audio files, word

processing , spreadsheets, internet, e-mail and instant messaging can be shared at a fast pace.

5) Intelligent Tutoring systems are instructional system that uses artificial intelligence. There

are three types of ITS environment: Tutoring, coaching and empowering where tutoring is a

structured attempt to increase trainee understanding of a content domain and coaching provides

trainees with a flexibility to practice skills in artificial environments.

6) Teleconferencing refers to synchronous exchange of audio, video and/or text between two or

more individuals or groups at two or more locations.

7) Groupware is a special type of software application that enables multiple users to track, share

and organize information and to work on the same document simultaneously. It combines

elements such as e-mail, documents management and an electronic bulletin board.

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Methods of Training Used At Oberoi Hotel & Resorts:

PRESENTATION METHODS:-

Presentation methods refer to methods in which trainees are passive recipients of

information.

Lecture:- It is one of the oldest methods of training. A lecture can be in printed or oral

form. Lecture is telling someone about something. Lecture is given to enhance the

knowledge of listener or to give him the theoretical aspect of a topic. Training is basically

incomplete without lecture. In Oberoi Hotels and Resort the lecture is being delivered by

department heads on the weekly basis. To train the employee on the new techniques to be

add on in the daily working.

Discussion: - The discussion method consist a two way flow of communication i.e.

knowledge in the form of lecture is communicated to trainees and then understanding is

conveyed back by trainees to trainer. This method uses a lecturer to provide the learners

with context that is supported, elaborated, explains or expanded on through interactions

both among the trainees and between the trainer and trainees. The interaction and the

communication between these two make it much more effective and powerful than the

lecture method. If the discussion method is used with proper sequence i.e. lectures,

followed by discussion and questioning, can achieve higher level knowledge objectives,

such as problem solving and principle learning.

Presentation method Hands On method

Lectures

Discussions

Classroom training

Seminars

Audio Visuals

Induction training

Business games

Role play

Simulation

On The Job:

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Induction training:- Induction training is important as it enables a new recruit to

become productive as quickly as possible. It can avoid costly mistakes by recruits not

knowing the procedures or techniques of their new jobs. The length of induction training

will vary from job to job and will depend on the complexity of the job, the size of the

business and the level or position of the job within the business. The main purpose of

induction is to relieve the new employee from possible anxiety and make him or her feel

at home on the job. In Oberoi hotel & resorts these orientation programmes are carried

out formally as well as individually/collectively in the hotels. These programmes are

carried from 1 week – 2 weeks.

Online training:-With the worldwide expansion of hotels and changing technologies, the

demands for knowledge and skilled employees have increased more than ever, which in

turn, is putting pressure on HR department to provide training at lower costs. So Oberoi

group & hotels are now implementing online training as an alternative to classroom based

training to accomplish those goals.

Some of the benefits of online training are:-

Provides instructional consistency

Reduces training learning time

Increases assess to training

Affords privacy of learning

Allows learning at an individual pace

Allows the training to master learning

Reduces the cost of training

With the prevailing need the hotel is providing training to employees through intranet or

internet. Internet is not the method of training, but has become the technique of

delivering training. The growth of electronic technology has created alternative training

delivery systems.

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HANDS ON METHODS:-

Business games:-With the increase in globalization and changing technologies, many

organizations are now moving from board game to computer based simulations, using

interactive multimedia (IM) and virtual reality (VR).

Business games are the type of simulators that try to present the way an industry,

company, organization, consultancy, or subunit of a company functions. Basically, they

are based on the set of rules, procedures, plans, relationships, principles derived from the

research. In the business games, trainees are given some information that describes a

particular situation and are then asked to make decisions that will best suit in the favor of

the company.

Again, on the basis of the feedback they are asked to make the decisions again. This

process continues until some meaningful results do not come out or some pre-defined

state of the organization exists or a specified number of trails are completed.

Benefits of business games are:-

Leadership skills

Management skills

Quality tools

Principles and concepts

Total quality principles

Solve complex problems.

Business games simulate whole organization and provide much better perspective than

any other training methods. They allow trainees to see how their decisions and action

impact on the related areas.

Role play: -Role play is a simulation in which each participant is given a role to play.

Trainees are given with some information related to description of the role, concerns,

objectives, responsibilities, emotions etc. Then, a general description of the situation and

the problem that each one of them faces is given. For instance, situation could be strike in

factory, managing conflicts, scheduling vacation days etc. Once the participants read their

role descriptions, they act out their roles by interacting with one another. In Oberoi

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Group these role plays are played under the supervision of department heads, in various

departments.

On job training programmes:-

The development of a manager’s abilities can take place on the job. The techniques for on the job

development are:

Job rotation: -The transferring of the executives from job to job and from department to

department in a systematic manner is called job rotation. When a manager is posted to a

new job as part of such program, it is not merely an orientation assignment. He has to

assume the full responsibility and perform all kinds of duties.

The idea behind this is to give him the required diversified skills and broader outlook,

which are important at the management level. It is up to management to provide a variety

of job experiences for those judged to have the potential for higher before they are

promoted. In Oberoi Hotels & Resorts they call this process as SUPPORT.

This process increase the inter departmental cooperation and reduces the monotony of

work. It makes executives and does not allow them to confine themselves to their

specialized field only.

Apprenticeship: - Oberoi hotels & resort also provide apprentice training. It is one of the

kinds of training taking place in an organisation. This actually is an on-the-job training.

Under this training method apprentices get stipend during training period. Sometimes they

are offered jobs after the completion of training. Most of the Hotels have internship trainees

for 6 months duration. These trainees are final year student of hotel management institutes.

The training provides hands on experience to the trainees and to hotelier’s seasonal supply of

manpower requirements. Oberoi hotel also pay some amount of stipend to internship trainees

during this duration in few cases they are also provided to food and accommodation from

hotels.

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Recommendations & Suggestions:

1. The training programs of Oberoi hotel & resorts are mainly focused on soft skills, but the

fresher’s should also be trained on the technological skills.

2. As attrition rate of Hotel is high, so training must be imparted regarding organization

commitment and loyalty towards the Hotel.

3. Improve predictability in need analysis.

4. They provide on training only through Presentation and Hand On methods, and should

also add the Group building methods in their training methods. As it is Hotel industry

where team work is very much required.

5. They should also involve experiential training technique on a yearly basis, so that they

can learn to work in team and new joined employee should get a better chance to involve

in an organization.

6. As Spa department work as a core competency for the Oberoi Hotels & Resorts, So they

should give more emphasis on the training of SPA department by provide them the

training all kind of therapy and treatments.

Conclusion:

Till date of journey of Oberoi Group has been successful and they are ready for the future as

well. The growth rates will change, the business cycles will change, the ability to influence the

business environment will change, and even the leaders will change. But what will not change in

Oberoi's future are their ability to achieve profitable growth legally and ethically, their guiding

set of principles and their values.