1

A
Summer Internship Project Report
On
“Sales and Customer handling”
Submitted in the partial fulfillment of the requirements for
Post Graduate Diploma in Management - PGDM

SUBMITTED BY

Name:Psrea Y Singh
Roll No: CMBA2Y2/1845
Batch: AY 2018-20

UNDER GUIDANCE OF
Prof. Elora Basumatary

Universal Business School,

Mumbai (Karjat), 410201
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DECLARATION
This is to declare that I Psrea Y Singh student of Universal Business School, Mumbai (Karjat), CMBA2Y2 2018-
2020, has given original data and information to the best of my knowledge in the project report titled Sales and
Customer handling” is a record of independent work carried out by me under the guidance and supervision of
Prof. Pranjali Mathur towards the partial fulfilment of requirement for the PGDM course.

I also agree in principal not to share the vital information with any other person outside the organization and that
I have not submitted it for any award or any other title, degree or diploma.

Date: 09/09/2019
Place: Mumbai (Karjat)
Name: Psrea Y Singh
Batch: CMBA2Y2
Roll No: 1845
Specialization: Marketing.
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Evaluation form
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CERTIFICATE

This is to certify that the project entitled “_Sales and Customer handling _”,submitted to Universal Business
School, Mumbai (Karjat) in the partial fulfilment of the requirements for the award of the Post Graduate Diploma
in Management (PGDM) embodies the results of bonafide project work carried out by Psrea Y Singhunder the
guidance and supervision of Prof. Pranjali Mathur

To the best of my knowledge the results embodied in this project have not been submitted to any other university
or institute for the award of Degree or Diploma. The assistance and help received during the course of this
investigation has been duly acknowledged.

Faculty Guide NameProgramDirector (PGDM): Prof. Vijay Tandon

Date: 09/09/2019
Place: Mumbai (Karjat)
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Acknowledgement

It gives me immense pleasure to present this Concurrent Project Report. However, it would not have been
possible without the help and support of all the team members of OYO

I would like to thank my Suvodip Goswami and Pranjali Mathur for guiding me in my tenure of internship on
8th of may , 2019 – 8th of july , 2019 Without their support and guidance I wouldn’t have come so far to prepare
this report.

I would like to express my thankfulness to Placement team of Universal Business School, who gave me this
great opportunity to work on this Interesting project.

I am also grateful to my loving parentsand my kind friends whose prayers, affection and support are always a
source of encouragement. Their suggestions and supply of information were really very valuable and helpful to
me. Their continuous encouragement and support helped me for completing this project successfully.

Your name: Psrea Y Singh

Batch:CMBA2Y2

Roll No: 1845

Specialization: Marketing

Universal Business School, Mumbai (Karjat)

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Table of contents.

Serial Contents . Page no.

no.
1. Executive Summary 11

2. INDUSTRY PROFILE 12.

3. BACKGROUND 13-14.
4. Nature of business carried 15-17.
5. Vision, Mission & Company Policy 18-26
6. Products and Services. 27-32
7. Achievements and Awards. 33
8. Workflow of OYO 34
9. PESTLE Analysis. 36
10. SWOT Analysis of OYO. 40
11. Industry Key Success factors 42
12. Challenges and issues 45
13. Learning experience 46
14. Suggestions 47
15. Conclusion 48
16. Bibliography 49
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Executive Summary

Understanding the internship experience in sales and

customer realtionship building in Oravel stays private
limited , commonly known as OYO .
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INDUSTRY PROFILE
Type Privately owned company

Industry Hospitality

Founded 2013; 6 years ago

Founder Ritesh Agarwal

Headquarters Gurgaon, Haryana, India

Area served Asia, Europe and Americas

Key people Ritesh Agarwal, CEO

Website www.oyorooms.com

OYO Rooms is India's largest branded network of hotels, founded by Ritesh Agarwal, India's first graduate of the Thiel
Fellowship, a program started by Paypal founder, Peter Thiel. OYO Rooms currently operates in over 160 locations
including Delhi, Gurgaon, Mumbai, Bangalore, Hyderabad, Goa, Chennai and Kolkata in India and Kuala Lumpur in
Malaysia. OYO's presence includes major metros, regional hubs, top leisure destinations as well as pilgrimage towns.

Operator of a branded network of hotels designed to offer standardized stay experiences. The company's hotels offer
rooms at prices falling under a reasonable budget segment all across South Asia, along with services like free breakfast
facility, holiday packages, refer and earn, among others, enabling customers to access seamless amenities and
experiences.
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Background and Inception of the oyo.

With the launch of OYO in May 2013, Agarwal aimed to disrupt India’s hotels sector, a market worth less than $7 billion
back then. (By 2020, it is poised to reach $13 billion.)

OYO

Ritesh Agarwal, founder and CEO of OYO.

After discovering the dire standards of budget hotels in India during his travels, Agarwal had decided he would start an
Airbnb-inspired online home stay service to bring more reliability and predictability to the travel experience.

The same year as the company’s founding, Agarwal was selected for the “20 under 20” Thiel Fellowship in 2013. He is
the only Indian to be chosen for the prestigious two-year programme designed by Peter Thiel, the founder of PayPal,
where fellows receive $100,000 and mentorship from tech entrepreneurs, investors and scientists in Silicon Valley.

Soon, the startup pivoted away from Airbnb’s model given the lack of serviceable homes and apartments in India.
Instead, it became a marketplace for low-budget hotels, aggregating rooms from all over the country on its platform and
monitoring their standards on a host of parameters from cleanliness to WiFi availability and room service.

The hotel chain now has over 125,000 rooms in India and claims it is witnessing a 3X growth in transactions year-on-year
in the country. OYO’s rooms start at $25 a night and the company earns a 25% commission from hotel owners for the
bookings done on its platform.

Two-thirds of the top line in India comes from repeat customers. It is even valued higher than the Taj group of hotels
and EIH, which runs the Oberoi hotels chain.

Experts, though, remain somewhat sceptical about the firm’s upward trajectory, despite the firm being an investment
magnet (OYO has so far raised $1.8 billion, including from the latest funding round this week).

OYO is the second-most valuable Indian startup after One97 Communications—Paytm’s owner.
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“It’s too early to say OYO is a success as market valuation isn’t a good indicator these days of the real worth of a
startup,” warns Yugal Joshi, vice-president of Texas-based consulting and research firm Everest Group.
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Nature of the Business carried by OYO

Oyo Rooms Business Model used to be a hotel aggregator. However, it was different from Airbnb’s business model as
Oyo didn’t focus just on the discoverability of the partners among the users but also on the standardized quality of the
services provided.Business Model of Oyo Rooms - How Oyo Rooms Work .

The customers used to buy the services from the brand Oyo rooms and didn’t care who the partner was. Just like Uber,
Oyo provided rooms with standardized quality and price.

This model was a mix of aggregator business model and franchise business model. But as time passed, the company built
its brand equity and the founders decided to shift its business model to a pure franchise business model. The company
now gets 90% of its revenue from hotels under the franchise model.

Business Model of Oyo Rooms

Oyo Rooms business model was similar to the usual aggregator business model (Uber for x business model) but had the
essence of the franchise business model as well. The company used to –

1.Lease a part of Hotel’s inventory beforehand,

2.Organize those hotel rooms under their brand name – Oyo Rooms

3.These partner hotels provided standardized service to customers of those rooms as it was decided in a contract with
Oyo

4.Bookings were made through the Oyo Rooms website and mobile application.

5.The current operating model of Oyo Rooms is similar to what it was before. It’s just the company doesn’t lease the
hotel rooms anymore, but ask the hotel partners to operate them as franchise. They have good brand equity and boasts
a 100% increase in revenue to their partner hotels.

oyo business model

Partnership Model

Oyo Rooms provide visitors with quality hotel room stays at different places around India. They have partnered with
hotels and made them work with them under their name.
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Services Provided By Oyo Rooms

Oyo Rooms, started and famous as branded hotel rooms aggregator, provides many more services than just hotel rooms
to visitors.

The services included in the Oyo Rooms business model are –

Hotel Rooms
Oyo’s earlier strategy was to book a part of the hotels’ inventory, to maintain it as per the quality standards, and to hold
it captive exclusively for Oyo customers. That is, they used to lease some rooms every month and provide them to their
own customers at profits.

The only thing that has changed is that the rooms are now not leased but operated as Oyo Rooms franchise. Since the
hotels and place owners act as the franchisee, they are bound to operate as per the pre-determined standards. The
company even offers plans where it runs the place instead of the hotel staff or owner.

Oyo Flagship
The partners used to book their own hotels when they used to see less prices on the Oyo’s platform and this became
malpractice benefiting the partners while burning holes in Oyo’s pockets. To curb this, and to expand the business, Oyo
Rooms has started leasing of hotels and places where it has full control over the day-to-day operations of these
establishments.

Oyo Townhouse
The company has recently launched the Oyo Townhouse to hone its value proposition and stand out of the competition
when it comes to standardised hospitality. Oyo Townhouse is based on the needs of the millennial traveller. These
hotels are planned and built based on the needs and wants of the millennials. They have –

Smarter Rooms – with specially designed beds, showers, sockets, and internet infrastructure. Even TVs have
Netflix installed.

Smarter Spaces – common spaces designed to have meetings. Free printer, business services, magazines, coffee
and tea in the common area.
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Smarter Menus – 24 x 7 Kitchen which lets you order from the mobile app.

Studio Stays
Apart from providing hotel rooms, Oyo Rooms also provides fully furnished rooms and flats for long stays like
internships, corporate stays, etc. The rooms/flats can be rented on single occupancy as well as on twin sharing basis as
well (other provisions are also applicable). Rents are paid monthly. Commission (take-up rate) is charged from the
owners if the customer comes through Oyo rooms.

Events & Other Long Stays

Just like studio stays. There are many family functions(weddings, parties) as well as corporate functions (seminars,
meetings, parties) which involve hotel rooms for their guests to stay for long. This service is also provided by Oyo.

Commercial Places
Oyo has expanded its branches in the domain of the commercial places as well. Now the customers can even book office
spaces on Oyo as well.

Oyo Wizard
The company has also launched a subscription model where the subscribers get exclusive discounts, deals, and cashback
offers.
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Vision, Mission & Company Policy

Vision
The company's vision is to become the most preferred and trusted hotel brand in the world. OYO was founded by Ritesh
Agarwal, the first resident Asian to be accepted to the Thiel Fellowship (started by Paypal founder Peter Thiel).

Management Vision
Also, OYO Group as a whole establishes the following OYO Group Vision to reinforce internal understanding of our
mission, which is, to pioneer safer and securer being of society from specialists’ perspectives on geoscience.

OYO Group Vision

OYO keeps on challenging the best of its technologies for problem-solving to achieve a future society where human
society and natural environment harmonize each other. (Anon., n.d.)

Mission
OYO's mission is to create and offer good quality living-spaces at the right price and location. To enable this, we intend
to tap existing supply and repair/upgrade to add to the overall inventory pool. We observed that locked homes
represent a significant supply opportunity across top holiday destinations in the country. We are confident about the
potential and our teams have a considerable headstart in this direction. (Dhimole, n.d.)

Company Policy
Terms and Conditions
These terms form a legally binding agreement between Users (“User(s), you, your, yourself”) and Oravel Stays
Private Limited and/or its subsidiaries and affiliates (“OYO, we, us, our”). These terms shall govern the use of the
website, mobile application, call centers (collectively referred to as “OYO Platform”) which enables the User to
connect with us in relation to the services offered through the OYO Platform ("Services").

Please read these terms carefully before accessing, using, obtaining or availing any products or Services by OYO. If you
do not agree with these Terms of Use you may refrain from using the OYO Platform and/or Services. These conditions
must be read in conjunction with any other applicable terms and conditions governing the use of OYO Platform and
Services.

OYO reserves the right to modify these Terms of Use at any time at its sole discretion. It will be your responsibility to
keep yourself updated with the Terms of Use from time to time, your continued usage of the OYO Platform and Services
would be deemed to be an acceptance of these terms and the modifications thereto.
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Scope of Services
OYO through the OYO Platform connects Users with third parties to use OYO branded properties managed and/or
owned by third parties (“Channel Partners”) or OYO as the case maybe to help the Users avail the Services. OYO
Platform offers Services to its Users by offering its products (“OYO Products”) which shall include but shall not be
limited to:

OYO Rooms

OYO Homes

OYO Townhouse

OYO Business

OYO Flagship

OYO Silverkey

2. Eligibility to use
You must be at least eighteen (18) years of age or above and capable of entering, performing and adhering to these
terms. While individuals under the age of 18 may utilize/browse the OYO Platform, they shall do so only with the
involvement, guidance and supervision of their parents and / or legal guardians, under such parent /legal guardian’s
registered account. OYO reserves the right to terminate User’s access and refuse to provide User with access to the OYO
Platform if OYO discovers that User is under the age of 18 years.

Using the OYO Platform : Account Registration and use

OYO makes the Services available to you through the OYO Platform upon you providing OYO certain required User
information and having created an account ("Account") through OYO ID and password or other log-in ID and password
(collectively, the "Account Information"). The OYO Platform requires you to register as a User by creating an Account
in order to utilize the Services provided. You will be responsible for maintaining the confidentiality of the Account
Information, and are fully responsible for all activities that occur under Your Account. You agree to (a) immediately
notify OYO of any unauthorized use of its Account Information or any other breach of security, and (b) ensure that you
exit/log out from the account at the end of each session. OYO cannot and shall not be liable for any loss or damage
arising from your failure to comply with this clause. You may be held liable for losses incurred by OYO or any other
customer or visitor to the OYO Platform due to authorized or unauthorized use of your account as a result of your failure
in keeping its Account Information secure and confidential.

OYO also allows restricted access to the OYO Platform for unregistered users. At the time of registration, you shall
ensure that the Account Information provided by you in the OYO Platform registration form is complete, accurate and
up-to-date. Use of another user’s account information is expressly prohibited.

Term & Termination

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In case you wish to discontinue you can at any point opt out of your membership of the OYO Platform.OYO deserves the
right to unilaterally terminate your use of the OYO Platform without notice or any liability for reasons of breach of the
terms mentioned herein.

Terms specifically applicable to Customer :

Users availing Services and OYO Products via the OYO Platform (hereinafter referred to as “Customers”) shall be
governed by the following terms and conditions:

Reservation or booking of services

The process of booking Services from this OYO Platform may require you to disclose your personal and confidential
information. To prevent any possibility of unauthorized access to your confidential information such as name, address
etc., you shall not use/access this site from unsecure computers, unsecure communication links, unsecure mobile
phones or locations such as Internet-Cafe(s), Cyber-Cafe(s) and other commercially available internet enabled
computers or computer services. The User agrees, acknowledges and confirms that before placing any order on the OYO
Platform, the User shall check the Service description and price carefully and by placing an order for a Service you agree
to be bound by these terms including the Services’ description. You shall only place the order after fully satisfying
yourself with the price, description, look as has been displayed on OYO Platform. OYO shall not be responsible
unsatisfactory or delayed performance of services or damages or delays as a result of Channel Partner’s act’s or
omissions That relying on declarations, confirmations, information and obligations made/undertaken by the User in
accordance with the terms, and believing the same to be true and acting on the faith thereof, OYO has agreed to provide
the Services to the User as per the terms mentioned herein. In particular, the User does hereby agree, promise, declare,
confirm, covenant, undertake and represent & warrant to OYO:

the User is not under any legal or other deficiency which prevents/may prevent the User from: (i) entering into a valid
contract under the applicable laws; and (ii) making valid payment to OYO for Services ordered by the User.

In the event of detecting any suspicious activity from User’s account, OYO reserves the right to cancel all pending and
future orders owing to any such incident without any liability to the User.

In a credit card transaction; you must use your own credit card for which User has full right & authority to validly use
such Credit Card for making payment to OYO. OYO shall not be liable for any credit card fraud. The liability to use a
card fraudulently will be on the User and the onus to 'prove otherwise' shall be exclusively on User.

While using the OYO Platform User shall at all times strictly comply with the payment procedure and the terms
mentioned herein in their entirety.

Your use of the Services shall be deemed that you are fully satisfied with the description, look and design of the
accommodation and usage fee of the accommodation as has been displayed on OYO's Platform.

The User agrees and acknowledges that in the OYO Platform all Services are offered only at the sole discretion of OYO.

Payment & Usage Fee

You hereby agree and understand that you will have to pay the usage fee as mentioned on the OYO Platform for the
concerned Services via the payment mode provided on the OYO Platform post which User’s requested reservation will
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be confirmed. Once the reservation has been confirmed, OYO will debit the usage fee from the payment mode selected
by the User. The User agrees and acknowledges that the payment procedure may call for and require additional
verification of or information from the User and the User undertakes to provide complete, correct and proper
information.

OYO uses third party payment providers to receive payments from User. OYO is not responsible for delays or erroneous
transaction execution or cancellation of reservation due to payment issues. OYO takes utmost care to work with third
party payment providers, but does not control their systems, processes, technology and work flows, hence cannot be
held responsible for any fault at the end of payment providers.

User making payments for Services provided via the OYO Platform, would be making payments to the entities
mentioned as per the link mentioned in the tab named Payment for Services.

No Warranty

By using the OYO Platform you hereby acknowledge and agree that OYO is not a hotel/guest house owner/ and has no
control over the conduct or behavior of the management of any property or the quality, fitness or the suitability of the
services provided by third party offering services. OYO disclaims any and all liabilities in this regard. You are requested to
kindly take due care of all their personal valuables and belongings. OYO and its employees shall NOT be responsible for
any loss, theft or damage to the Guests' personal valuables and belongings.

Usage terms
The information, materials, Services available on the OYO Platform may inadvertently include inaccuracies,
typographical errors, or outdated information, OYO is not responsible for and shall not be bound to honor typographical
or pricing errors on the OYO Platform. OYO reserves the right to refuse or cancel orders at any time, including but not
limited to the orders that contain incorrect prices or product descriptions, orders in which OYO believes the User has
violated applicable laws or these terms, orders that OYO believes are harmful to OYO or orders that OYO believes are
fraudulent or based on illegal, fraudulent or deceitful use/furnishing of information or based on false information. OYO
neither warrants nor makes any representations regarding the quality, accuracy or completeness of any data,
information, product or Service. OYO expressly disclaims any warranties whether express or implied about the accuracy,
completeness, correctness, suitability, reliability, availability, timeliness, quality, continuity, performance, error free or
uninterrupted operation/functioning, fitness for a particular purpose, workmanlike effort, non-infringement, lack of
viruses or other harmful components of the Services and/or products.

OYO shall not be responsible for the delay or inability to use the OYO Platform unrelated functionalities, the provision of
or failure to provide functionalities, or for any information, software, Services, functionalities and related graphics
obtained through the OYO Platform, or otherwise arising out of the use of the OYO Platform, whether based on
contract, tort, negligence, strict liability or otherwise. Further, OYO shall not be held responsible for non-availability of
the OYO Platform during periodic maintenance operations or any unplanned suspension of access to the OYO Platform
that may occur due to technical reasons or for any reason beyond OYO’s control. The User understands and agrees that
any material or data downloaded or otherwise obtained through the OYO Platform is done entirely at their own
discretion and risk and they will be solely responsible for any damage to their computer systems or loss of data that
results from the download of such material or data. OYO accepts no liability for any errors or omissions, with respect to
any information provided to the User.
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Prohibited Content :
As a pre-condition of use of the OYO Platform, User warrants to OYO that User shall not use this OYO Platform for any
purpose that is unlawful, unauthorized, or inconsistent with these terms, and the User agrees that this license to use
OYO Platform will terminate immediately upon User's violation of this warranty. OYO reserves the right, at its sole
discretion, to block/terminate User's access to this OYO Platform and its content at any time, with or without notice. The
User agrees, acknowledges, confirms and undertakes that the registration data, information/data provided or uploaded
onto the OYO Platform by the User:

1. shall not be false, inaccurate, misleading or incomplete; or

2. shall not be fraudulent or involve the use of counterfeit or stolen Credit Cards; or

3. shall not infringe any third party's intellectual property, trade secret or other proprietary rights or rights of publicity or
privacy; or

4. shall not be defamatory, libelous, unlawfully threatening or unlawfully harassing; or

5. shall not contain any viruses, Trojan horses, worms, time bombs, cancelbots, easter eggs or other computer
programming routines or executable files that may damage, detrimentally interfere with, surreptitiously intercept or
expropriate any system, data or personal information of any person whatsoever; or

6. shall not create liability for OYO or cause OYO to lose (in whole or in part) the services of OYO’s ISPs or other
service providers/suppliers. If the User contravenes the foregoing or OYO has reasonable grounds to suspect that the User
has contravened the foregoing, OYO has the right to indefinitely deny or terminate User's access to the OYO Platform and
to refuse to honor the User's request(s).

The Users are prohibited from engaging in the following activities:

Systematically retrieve data or other content from the OYO Platform to create or compile, directly or indirectly, a
collection, compilation, database, or directory without written permission from us.

Make any unauthorized use of the OYO Platform, including collecting usernames and/or email addresses of users by
electronic or other means for the purpose of sending unsolicited email, or creating user accounts by automated means or
under false pretenses.

Circumvent, disable, or otherwise interfere with security-related features of the OYO Platform, including features that
prevent or restrict the use or copying of any Content or enforce limitations on the use of the OYO Platform and/or the
Content contained therein.

Engage in unauthorized framing of or linking to the OYO Platform.

Trick, defraud, or mislead us and other users, especially in any attempt to learn sensitive account information such as user
passwords.

Make improper use of our support services or submit false reports of abuse or misconduct.

Engage in any automated use of the system, such as using scripts to send comments or messages, or using any data
mining, robots, or similar data gathering and extraction tools.

Interfere with, disrupt, or create an undue burden on the OYO Platform or the networks or services connected to the OYO
Platform.
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Attempt to impersonate another user or person or use the username of another user.

Sell or otherwise transfer your profile.

Use any information obtained from the OYO Platform in order to harass, abuse, or harm another person.

Use the OYO Platform as part of any effort to compete with us or otherwise use the OYO Platform and/or the Content for
any revenue-generating endeavor or commercial enterprise.

Decipher, decompile, disassemble, or reverse engineer any of the software comprising or in any way making up a part of
the OYO Platform.

Attempt to bypass any measures of the OYO Platform designed to prevent or restrict access to the OYO Platform, or any
portion of the OYO Platform.

Copy or adapt the OYO Platform’s software, including but not limited to Flash, PHP, HTML, JavaScript, or other code.

Upload or transmit (or attempt to upload or to transmit) viruses, Trojan horses, or other material, including excessive use
of capital letters and spamming (continuous posting of repetitive text), that interferes with any party’s uninterrupted use
and enjoyment of the OYO Platform or modifies, impairs, disrupts, alters, or interferes with the use, features, functions,
operation, or maintenance of the OYO Platform.

Upload or transmit (or attempt to upload or to transmit) any material that acts as a passive or active information collection
or transmission mechanism.

Except as may be the result of standard search engine or Internet browser usage, use, launch, develop, or distribute any
automated system, including without limitation, any spider, robot, cheat utility, scraper, or offline reader that accesses the
OYO Platform, or using or launching any unauthorized script or other software.

Disparage, tarnish, or otherwise harm, in our opinion, us and/or the OYO Platform.

Use the OYO Platform in a manner inconsistent with any applicable laws or regulations.

Communications
When you use the OYO Platform, you agree and understand that you are communicating with OYO through electronic
records and you consent to receive communications via electronic records from OYO periodically and as and when
required. OYO may communicate with you by email or by such other mode of communication, electronic or otherwise.
You specifically agree that OYO shall not be responsible for unauthorized access to or alteration of your transmissions or
data, any material or data sent or received or not sent or received. Further, OYO will make best efforts to safeguard the
confidentiality of your personally identifiable information available with it, but transmissions made by means of the
internet cannot be guaranteed or made absolutely secure. By using this OYO Platform, you agree that OYO shall not be
liable for disclosure of your information due to errors in transmission or unauthorized acts of third parties. Without
prejudice to the foregoing you agree that OYO shall not be held liable or responsible for 'phishing attacks' on you. You
may accept or decline the cookies when you accesses OYO Platform. It is the User’s responsibility to set his browser to
alert him to accept or to reject cookies/

Third Party Links

This OYO Platform may at OYO sole discretion, contain links to OYO Platforms owned and maintained by persons or
entities other than OYO. OYO may also provide links to the other sites for purpose of enabling the Customer to make
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payment to OYO. Any of the foregoing links do not constitute an endorsement by OYO of any such sites and are provided
only as a convenience. OYO is not responsible for the content or links displayed on such sites. OYO is not responsible for
the privacy practices of such sites which OYO does not own, manage or control. OYO does not regularly review, and
makes no warranty or representation regarding materials posted, or Services or services offered, on the sites to which
this OYO Platform may be linked and OYO shall not be responsible for any deficiency thereof. OYO does not endorse any
or all of the materials, Services, and services available on such linked sites, and OYO expressly disclaims responsibility for
the contents of any linked site, the accuracy of any information contained in a linked site, and the quality of the Services
and services offered at any linked site. Any decision to view the contents of any linked site is solely the responsibility of
User and is made at User’s own risk.

Insurance
Travel Insurance provided as a part of OYO's services shall be as per the terms and conditions of the third-party
insurance company, Acko General Insurance (hereinafter “Acko”). OYO merely acts as a facilitator in connecting the
User with Acko. The User shall contact Acko directly for any claims or disputes. OYO shall not be held liable in case of
partial acceptance or denial of the claims by Acko and OYO has no role or liability in claims settlement.

It is clarified that a claim raised under the relevant insurance policy would act as a bar against any endorsement in the
policy which would include but not be limited to changes relating to extension/curtailment of stay period and
addition/deletion of guests covered under the policy.

Intellectual Property
OYO Platform and the content posted herein which shall include but shall not be limited to pictures, branding, text,
graphics, designs, brand logos, audio, video, interfaces and /or any other information, or the overall arrangement of
content is protected and is owned, controlled or licensed by or to OYO; all comments, feedback, ideas, suggestions,
information or any other content provided by the User(hereinafter referred to as “OYO IP”). You may not modify,
publish, copy, transmit, transfer, sell, reproduce, modify create derivative works from, license, distribute, frame,
hyperlink, download, repost, perform, translate, mirror, display or commercially exploit OYO IP in any other way.

The User agrees that any feedback, comments, ideas, suggestions, information, or any other content which User
contributes to OYO or OYO Platform (including the name you submit with any content) will be deemed to include a
royalty-free, perpetual, irrevocable, nonexclusive right and license for OYO to adopt, publish, reproduce, disseminate,
transmit, distribute, copy, use, create derivative works from, display worldwide, or act on such content without
additional approval or consideration in any form, media, or technology now known or later developed for the full term
of any rights that may exist in such content, and you waive any claim to the contrary. The User represents and warrants
that User owns or otherwise controls all of the rights to the content that he/she may contribute to this OYO Platform
and that use of his/her content by OYO shall not infringe upon or violate the rights of any third party.

Indemnification
Without prejudice to and in addition to any other remedies, reliefs or legal recourses available to OYO herein or any
applicable laws or otherwise, User agrees to indemnify, defend and hold OYO harmless including but not limited to its
affiliate, agents and employees from and against any and all losses, liabilities, claims, damages, demands, costs and
expenses (including legal fees and disbursements in connection therewith and interest chargeable thereon) asserted
25

against or incurred by OYO that arise out of or related to your use or misuse of the of the Website, any violation by you
of these terms and conditions, or any breach of representations, warranties and covenants made by you herein.

No warranty
The Services are provided by OYO on an "as is" basis without warranty of any kind, express, implied, statutory or
otherwise, including the implied warranties of title, non-infringement, merchantability or fitness for a particular
purpose. Without limiting the foregoing, OYO makes no warranty that (i) OYO Platform or the Services will meet your
requirements or your use of the OYO Platform or will be uninterrupted, timely, secure or error-free; (ii) the results that
may be obtained from the use of the OYO Platform, or Services will be effective, accurate or reliable; (iii) the quality of
the OYO Platform, or Services will meet your expectations; or that (iv) any errors or defects in the OYO Platform or
Services will be corrected. No advice or information, whether oral or written, obtained by you from OYO or through or
from use of the OYO Platform shall create any warranty not expressly stated in the terms of use. OYO shall have no
liability to the User for any interruption or delay, to access the OYO Platform irrespective of the cause.

It is hereby further clarified that OYO and Channel Partners are separate and independent entities and OYO does not
work as representative or agent of the Channel Partner. By making a reservation/booking at the listed Accommodations
the User enters into commercial/ contractual terms as offered by and agreed to between Channel Partner and the User
alone.

The User hereby assumes the sole risk of booking or making use or relying on the information relating to the Services
available on this Website/ Mobile Application/ Call Center/ Partners. It is User’s responsibility to check the details of the
Accommodations listed on the OYO Platform at its sole discretion. OYO shall not be responsible and shall not be
required to mediate or resolve any dispute or disagreement between User and Channel Partner. In no event, shall OYO
be made a party to dispute between User(s) and Channel Partner(s) except in cases of online payments where OYO shall
be considered the first point of contact. OYO will be the first point of contact in respect of online payment dispute
management, refunds, cancellations, returns and customer support as they relate to the use of OYO platform. User can
reach out to OYO to mediate or resolve any online payment dispute or disagreement between User and Channel
Partners.
Limitation of Liability
OYO shall not be liable for any damages of any kind whatsoever including but not limited to direct, indirect, incidental,
punitive, exemplary and consequential damages, damages for loss of use, data or profits, or other intangible losses,
which may arise or are arising from the use of this OYO Platform or any of the information, software, services and
related graphics contained within the OYO Platform or any of the Services offered, regardless of whether such damages
are based on contract, tort, negligence, strict liability or otherwise, and even if OYO has been advised of the possibility of
damages.

General Provisions
Governing Law and Jurisdiction: This Agreement, and all transactions entered into on or through OYO Platform shall be
interpreted, construed and governed by the laws of India which shall be applicable to this Agreement without regard to
principles of conflict of laws. User agrees that all claims, differences and disputes arising under or in connection with or
in relation hereto the OYO Platform, the terms or any transactions entered into on or through the OYO Platform or the
relationship between User and OYO shall be subject to the exclusive jurisdiction of the courts at Delhi and User hereby
accede to and accept the jurisdiction of such courts.
26

No Waiver :Any failure, delay or forbearance on the part of OYO in: (i) exercising any right, power or privilege under this
Agreement; or (ii) enforcing terms of this Agreement, shall not operate as a waiver thereof, nor shall any single or partial
exercise by OYO of any right, power or privilege preclude any other future exercise or enforcement thereof.

Severability: The Parties hereto agree that each of the provisions contained in this Agreement shall be severable, and
the unenforceability of one or more provisions of this Agreement shall not affect the enforceability of any other
provision(s) or of the remainder of this Agreement.
27

Products and Services.

Oyo SilverKey Executives Stays.

What is SilverKey in Oyo?

Fully equipped with state-of-the-art amenities, spacious rooms, professional staff and powered by technology, OYO
SilverKey TM is the most suitable choice for business travellers seeking a home away from home, without the formality,
rules and rates of a hotel. AMENITIES. Located near corporate clusters.
28

OYO currently operates 55 SilverKey hotels with over 1,6270 rooms under management, according to the statement
released by the company, which also stated that existing hotels under the brand will also undergo an upgrade with
additional facilities being added to them.

Oyo Total Holidays .

OYO Total Holidays offers Domestic and International tour packages at best affordable price. Book any popular tour
destination from North East India, Ladakh and various other places its providing the service .

A list of the services offered under oyo total holidays.

29

Oyo Home .
These are completely private homes that have predictable high-quality amenities and are serviced by the OYO team.
They provide you privacy and at the same time the amenities of a hotel. OYO homes are independent houses managed
and maintained by the OYO teams.

OYO Homes are designed to be unique, located in beautiful local neighbourhoods and come with the same convenience
and consistency of an OYO managed Hotel. These are completely private homes that have predictable high-quality
amenities and are serviced by the OYO team. Go ahead and explore our homes, villas, apartments and cottages that are
designed for all kinds of travel with your buddies, family or colleagues.

OYO Home 10868 Portuguese 3BHK Villa Goa - Goa Hotel.

30

OYO Home 26785 Exotic Stay Bangalore.

Oyo B.
With 4000+ hotels , OYO B is a corporate hotel booking solution by OYO.Built to simplify business stays, and make sure
both you and your employees always have a good night’s sleep. And absolutely loved by the clients as it provides a
hassel free solution to the needs of the corporate functioning to ensure the have a stay that supports the work .
31

An image of the property under Oyo B .

Oyo Townhouse .
OYO Townhouse is based on the needs of the millennial traveller. Every single element of the hotel – from the breakfast
menu to the booking process has been re-engineered for comfort, efficiency, convenience and affordability. Each
Townhouse is designed to complement its neighbourhood.

OYO Townhouse is based on the needs of the millennial traveller. Every single element of the hotel – from the breakfast
menu to the booking process has been especially curated for it .

OYO Townhouse 060 Airport Green Arcade Kolkata.

32

OYO Townhouse 002 Green Park Delhi

Oyo Capital O.

The idea is to disassociate these properties with the Oyo brand name, which is primarily recognised as a budget
accommodation provider, according to two sources. The company has launched select properties under the brand name
Edition O,Capital O and Silver Key.

Capital o property 5355 sanderling . (author, n.d.)

33

Achievements and Awards.

The Ministry of Skill Development and Entrepreneurship awarded OYO the National Entrepreneurship Award 2017 in the
hospitality category, in recognition of the work done by the company to create affordable, high-quality accommodation
for travellers in the country. And the few awards it has bagged are as follows -

Dataquest ICT Awards 2018-IT Person

Quest Experience Award- 2016

top spot at ET Startup Awards 2018 (Sonakshi Yajurvedi, n.d.)

34

Workflow of OYO
Aggregator business model is a network business model where the firms collect information about a particular industry
which is unorganized and populated sector, make them their partners, and sell their services under their brand name.

OYO uses aggregator business model to run its business. Ritesh Agrawal in his early age wanted to be an entrepreneur
and was fond of traveling around different places. One major problem he commonly found during his travel days was
the quality of hotel services. Various hotel chain acquired hotels which had more than 100 rooms.

Around 90% of small unorganized hostels were operating in the country freely. Ritesh noticed that huge sector of
business opportunity was available. So, he decided to open OYO rooms and organized small hostels under the one
uniform brand name.

OYO acquired its first hotel in Delhi in 2013 and from that day there has been no looking back for OYO. The OYO
business model focus on making a partnership with hotels, apply uniform standards and develop user’s friendly
environment in their hotels.

Initial Business Model of OYO

OYO hotel chain builds its operations by building its business model around the aggregator business model but things
have changed since 2018.

OYO business model

In its early days, OYO used to organize the partner with hotels, lease some rooms, and sell them under its own brand.
OYO got popular because of the service offered by the company. People can get standard service in affordable price
under OYO hotels.
35

How OYO business model is different from other hotel aggregator?

While OYO is hotel aggregator but it’s business model is different than of other hotel aggregators such as Airbnb. OYO
takes in it for itself to standardize the quality and services offered in the hotel.

OYO business model

OYO trains the staff on a regular basis and focuses on the retention of employees in the organization. Unlike other hotel
aggregators, the customer can complain about the services of hotels to OYO. If OYO finds out that the hotel is not
providing the standard service of the company, then it delists the hotel from its app.

The present-day Business model of OYO

The process still remains the same but the business model has changed from aggregator to franchise. Despite being the
aggregator business model in its early years, OYO business model had the essence of a franchise.

Unlike its previous days, OYO rooms now don’t take hotel rooms on lease. Instead, OYO asks the hotel partners to
operate to them as a franchise. OYO rooms have good brand equity and boast a 100% increase in revenue to their
partner hotels.

Franchise_Model

Now OYO rooms are the largest branded network of hotels currently operating 12,000 hotels in 337 cities in India,
Malaysia, UAE, Nepal, China, and Indonesia.

Is the business model of OYO rooms sustainable?

The business model of OYO rooms is highly profitable and sustainable. The reasons behind the sustainable business
model of OYO are:

Standard services quality

Affordable price

Good feedback system

Regular employee training (Prasanna Balaji Venkataraman, n.d.)

36

PESTLE Analysis.
Political Factors that Impact OYO Rooms

- Judiciary Independence – In the matter of commercial and business decisions, judiciary of the country is independent
to a large extent. Business do face problem when the conflict is between public interest and proprietary technology
similar to ruling in South Africa where government & judiciary allowed generic AIDS drug irrespective of patents of
global companies.

- Size of Government Budgets – both Local Governments and National Government – The government at both national
level and local levels are running deficit budgets which is boosting growth in the short term but may lead to increase in
inflation over medium term. The bond rating of national government is investment grade.

- Likelihood of Entering into an Armed Conflict – From the information in the OYO Rooms: Another Unicorn in the
Making? case study, I don’t think there is a likelihood of country entering into an armed conflict with a neighboring
country.

- Political Governance System – Based on the information provided in the OYO Rooms: Another Unicorn in the Making?
case study, it seems that the country have a stable political system. Oyo Vit can make strategies based on the stable
political environment.
- Government Regulations and Deregulations – The government is adhering to all the rules and regulations under World
Trade Organization norms. There is consistency in both policy making and implementations of those policies.

- Unrest within the Country & Chances of Civil Unrest – We don’t think that Oyo Vit business operations are facing any
dangers from any kind of civil unrest or internal militant operations in the country.

- Regulatory Practices - The regulatory practices are streamlined with global norms which have helped the country to
improve its “ease of doing business” ranking.

- Role Local Governments Play – Local governments are highly influential in the policy making process and
implementation as most of the policies and regulations are implemented by the local government as enforcement
agencies mostly report to local government in their own states regarding various laws.

Economic Factors that Impact OYO Rooms.

- GDP Trend & Rate of Economic Growth – The higher GDP growth rate signals growing demand in the economy. Oyo Vit
can leverage this trend by expanding its product range and targeting new customers. One way to start is by closely
mapping the changes in – consumer buying behavior and emerging value proposition.
37

- Work Force Productivity – Work force productivity in US has grown by 25-30 % in last two decades even though the
salaries are not reflecting those gains. It can enable Oyo Vit to hire skilled workforce at competitive salaries.

- Price Fluctuations in both Local and International Markets – Compare to the level of quantitative easing in last decade
the prices of Oyo Vit products and prices of overall products have remained sticky in the US market. Oyo Vit should
consider the fact that at deficit levels of United States in an emerging economy can lead to rampant inflation and serious
risks of currency depreciation.

- Level of Household Income and Savings Rate – Increasing consumption and stagnant household income in United
States had led to credit binge consumption. It has decimated the culture of savings as people don’t have enough to save.
Oyo Vit needs to be careful about building marketing strategy that is dependent on “Purchase on Credit” consumer
behavior.

- Financial Market Structure and Availability of Capital at Reasonable Rates – The quantitative easing policy of Federal
Reserve has led to liquidity flooding all across the global financial markets. Oyo Vit can borrow cheaply under such
circumstances. But this strategy entails risks when interest rate will go up.

- Demand Shifts from Goods Economy to Service Economy – The share of services in the economy is constantly
increasing compare to the share of manufacturing, goods, and agriculture sector.

- Inflation Rate – The inflation rate can impact the demand of Oyo Vit products. Higher inflation may require Oyo Vit to
continuously increase prices in line of inflation which could lead to lower levels brand loyalty and constant endeavors to
manage costs. Cost Based Pricing could be a bad strategy under such conditions.

Social Factors that Impact- OYO Rooms

- Birth Rate – Birth rate is also a good indicator of future demand. USA has avoided the European Union style stagnant
economy on the back of slightly higher birth rate and higher level of immigration.

- Attitude towards Health & Safety – The attitude towards health and safety is often reflected in the quality of the
products and cost structures of manufacturing processes. Oyo Vit has stringent norms for health and safety norms so in
emerging economies it may have to compete with players who don’t have high cost structures that of Oyo Vit.

- Gender Composition in Labor Market Oyo Vit can use gender composition of labor market to understand the level of
liberal nature of the society, women rights, and women’s say in matter of societal issues and consumption decisions. The
gender composition of labor market is a good indicator of disposal income of household, priorities of the households,
and related needs.

- Level of Social Concerns & Awareness in Society – Higher level of social concerns in the society often result higher
consumer activism and pressure from non-governmental organizations, & pressure groups.

- Power Structure in Society – Oyo Vit should carefully analyze both - What is the power structure in the society? How it
impacts the demand in the economy. For example the power structure in US economy is slowly moving towards the
older generation as that generation has higher disposable income compare to the younger generation.
38

- Education Level in Society – Education level of the society impacts both the quality of jobs and level of income. High
level of education often results in better jobs, higher income and higher spending on complex and aspirational products.

- Nature of Social Contract between Government & Society – Before entering into a market Oyo Vit needs to understand
the nature of social contract between government and society. For example it has been extremely difficult for US
companies to enter UK health market as UK health system is a nationalized system and everything goes through
contracts at national level.

- Attitude towards Leisure – Oyo Vit should conduct an ethnographic research to understand both attitude towards
leisure activities and choice of leisure activities. Experience economy is one of the fastest growing segments both among
millennials and among baby-boomers.

Technological Factors that Impact OYO Rooms

- Intellectual Property Rights and Patents Protection – Before entering new market Oyo Vit should focus on the
environment for intellectual property rights.

- Integration of Technology into Society & Business Processes – Uber failed in China because it tried to enter before
smartphone were widespread in China. Oyo Vit should build a strategy that can integrate societal values, infrastructure,
and Oyo Vit business model.

- Technology transfer and licensing issues for Oyo Vit – laws and culture of licensing of IPR and other digital assets should
be analyzed carefully so that Oyo Vit can avoid shakedowns and IPR thefts.

- Transparency & Digital Drive – Oyo Vit can use digitalization of various processes to overcome corruption in the local
economy.

- Property Rights & Protection of Technology Oriented Assets – Oyo Vit should analyze the legal status of various
property rights and intellectual property rights protections that are common in US.

- Likelihood of Technology Disruption – If the country is hub of technology companies then there is a high chance of
technology disruption among various industries. Oyo Vit has to assess whether it can live with the fast pace of
technology disruption in its industry.

- Empowerment of Supply Chain Partners – Oyo Vit should analyze areas where technology can empower supply chain
partners. This can help Oyo Vit to bring in more transparency and make supply chain more flexible.

- Cost of Production and Trends – Oyo Vit should assess - What are the cost of production trends in the economy and
level of automatization. We at EMBA Pro believe that in near future the sector most disrupted by technological
innovation is manufacturing and production.

Environmental Factors that Impact OYO Rooms

- Corporate Social Responsibilities Culture – Are Oyo Vit present CSR efforts applicable in the new market or does it
needs to have new initiative to cater to the prospective market.
39

- Level of Consumer Activism Regarding Environmental Concerns – Oyo Vit needs to know the level of consumer activism
regarding environmental concerns is. It will help Oyo Vit in both developing environmentally friendly products and
thwarting PR stumble blocks.

- Influence of Climate Change – How climate change will impact Oyo Vit business model and supply chain. For example if
the supply chain is not flexible it can lead to bottlenecks if shipments from one part of the world are delayed because of
sudden climate shift.

- Paris Climate Agreement and Commitment of National Government under the Agreement – What are the
commitments of the country under the Paris Agreement and what is the general level of consensus regarding Paris
Climate Agreement in the country. For example Trump not standing by US commitments created an environment of
uncertainty.

- Influence and Effectiveness of Environmental Agencies – The role of environment standards enforcement agencies is
critical in safeguarding norms. But often in emerging countries these agencies delay the process as a tactic to extract
bribes. Oyo Vit should be aware of presence of such practices in a country.

- Environmental Standards and Regulations both at National & Local Levels – Often the environment policy at national
and local level can be different. This can help Oyo Vit in numerous decisions such as plant location, product
development, and pricing strategy.

- Waste Management – What is the policy of waste management in the prospective market and how Oyo Vit can adhere
to the waste management requirements in that market.

Legal Factors that Impact OYO

- Employment Laws – What are the employment laws in the country and are they consistent with the business model of
Oyo Vit. For example Uber employment system is not consistent with French laws and it is facing challenges in the
country.

- Transparency in Judiciary System & Processes – Transparency is essential for fair and consistent decision making. If the
process is consistent and transparent then Oyo Vit can plan ahead with greater conviction.

- Time Taken for Court Proceedings – Even if the country has best of the laws, it doesn’t mean much if they can’t be
enforced in a timely manner. Oyo Vit should do a primary research regarding how much time it often takes to conclude a
court case in the country given the sort of legal challenges Oyo Vit can face.

- Securities Law – What are the securities law in the country and what are the conditions to list the company on national
or regional stock exchange.

- Data Protection Laws – Oyo Vit needs to assess what are the data laws in the country and what it needs to do to
comply with them. For example most of EU countries now want the EU citizen data to be saved in EU countries only.

- Adherence to Common Law – Is the country following common law which is uniform for all parties – whether domestic
or international. If there is arbitrariness in the judicial process then Oyo Vit can’t be sure of the judgments.

- Consumer Protection Laws – Oyo Vit needs to know what are the consumer laws, what is the rate of enforcement,
what is the attitude of authorities towards consumer protection laws, and what is the role activist groups in
enforcement of consumer protection laws. (SINGH, n.d.)
40

SWOT Analysis of OYO.

Strength
OYO Rooms promises to provide the− same amenities and the same awesome experience across all its rooms.
Affordable: OYO offers Rooms at prices that no other− player in the budget segment offers today. Technology Driven:
OYO uses technology to link all its− functions and provide the customer a seamless awesome experience. Good use of
Advertisement: Large social media− followers with 18million followers in Facebook and 8000 followers in twitter.

Standardisation: The Oyo rooms are mostly owned by various providers but have just been standardized under the Oyo
franchise and thus people are guaranteed of standardized service in all Oyo rooms wherever they may be located.

Ever growing network: What started off as a one room one hotel thing in Gurgaon now has around 8500 properties to its
credit and an additional inventory of 4000 motels and homestays? This is a clear strength.

Spirit of Innovation: The root idea or need from which Oyo rooms were conceptualized is a highly innovative one of a
one-stop shop for a budget stay in India. The company continues to maintain its strong spirit of innovation as is evident
from the policy to standardize rooms amongst many others.

Subsidising Hotel Stays: Oyo subsidizes rooms to make them affordable for customers and similar to Ola and Uber have
emerged successfully in their line of business.

Young and highly spirited leader: The founder of Oyo Ritesh Agarwal is a youngster who has won a lot of accolades and
besides entrepreneurship caters to a wide range of interests. This is reflective of every strategy that Oyo adopts since
there is a freshness to the approach taken which is one strong reason for its instant success.

Weakness
The major drawback behind the firm is that it is restricted− only to budget hotels/lodges. In the process of expanding
the business faster, the firm− is losing its fame across the market. If this case is corrected the business can be improved
better.

A strategy of co-branding: Oyo does not own any of the rooms that it lets out. But it is more like a hotel aggregation
platform where the buyer and seller are allowed to transact with each other through a common window provided by
Oyo. Thus they just cobrand with various budget hotels but do not own the rooms.

Poor service quality: Though Oyo has tried to standardize amenities for each room based on the prices they charge, they
have not been able to do the same with services. This has made the service quality and reliability highly questionable.

Tight margins: Hotels that are on a tie-up with Oyo can also loop in other agents for which Oyo cannot do anything much
to circumvent. In this context, the model thrives solely on how well the margins they provide for their hotels are which
can be risky in the long run.
41

Opportunities
Business will be on run as the affordable budget− travellers are large in India. People use technology more these days
which makes− OYO a evergreen.

Growing demand for aggregators: As the world reels from the aftermath fo repeated recessionary trends, pay cuts, and
job losses, most higher end hotels are struggling to balance supply and demand. This increases the scope for aggregators
like Oyo since most hotels would prefer to take external support for sourcing new business.

Focus on budget accommodation: Earlier the trend was more biased towards luxury and boutique hotels but not
anymore. People are trying to minimise spending and focus on saving and thus budget hotels that can provide decent
boarding and lodging facilities are on a high demand today.

A surge in the number of business travelers in emerging economies: The number of people who travel on business from
both genders has grown profusely in emerging economies. This has resulted in a demand for budget stays.

Threats
Competitors are arising day by day.− Lacks customer loyalty.− OYO rooms has a problem with the new entrants. The−
number of competitors is increasing day by day as the revenue generated across this market is really high.

Competition: With lowered barriers to entry, every new entrepreneur is looking at aggregating services. There are a lot
of online portals like ibibo, trivago, makemytrip etc which offer a varied gamut of services similar to Oyo.

Growing concerns about safety: Today there is negative imagery of unsafe stays and the number of cases of harassment
is on an increase. Though Oyo does not guarantee safety at any point in time for its hotels they have a moral
commitment to ensure that no such untoward incidents happen. (Saju B, n.d.)
42

Industry Key Success factors

THE FMCG MAFIA
The second thing that stands out at OYO is the role played by ITC, one of India’s largest conglomerates. That connect is a
critical component in understanding how the team’s dynamics work. In a diversified conglomerate like the Kolkata-
headquartered giant, whose businesses span tobacco to hotels to food, management trainees are expected to fulfil a
multitude of roles—including spending time at ITC’s facilities in Saharanpur in Uttar Pradesh and Munger in Bihar .

Equally importantly for a company like OYO, which must grow at a rapid pace, it needs executives who can juggle
multiple functions and demands—from the consumer as well as the supplier side, and anything related to supply chains,
logistics, and manpower.

“Basically, what such a stint (at ITC) prepares you for is to not be unnerved by scale. That is very critical,” Sinha said.
“Across the organisation, the first three leaders I hired, all had ITC experience.”

The success of the the ISB-ITC mafia within OYO has almost become a credo relating to the company’s hiring practices.

“We had created a (hiring) formula, in fact – of ITC, P&G, Hindustan Unilever and Schlumberger, plus McKinsey, Bain,
and Boston Consulting Group,” Gulati said. Add Amazon to the mix, and you have executives who have worked across
some of the biggest manufacturing and retail companies in India and globally.

TWEAKING THE EGO

As history has shown, however, asking hardcore, ops-driven professionals who have spent a good portion of their
professional lives in highly structured environments such as global consultancy firms and bottom-line-driven
multinationals to work with a college dropout is asking for trouble. Putting aside their egos couldn’t have been easy for
professionals armed with IIT, ISB and Harvard degrees and stints at global firms, given that Agarwal had spent exactly .

“Ritesh has enabled this culture, identified and recruited this talent, and given them the freedom to execute. But it’s
also been very interesting to observe how he has scaled as a leader,” Somaia said. “When we (first) invested in the
company, it was just him and Anuj. They had three properties and 25 rooms at that point. To go from there to where
they are now he has had to re-invent himself not just once but multiple times.” It’s a delicate balance that Indian
startups haven’t always managed to straddle.

TALENT CHURN
Rewind to 2013-14. Flush with funds and straining at the leash to expand their suite of products and services, a host of
India’s most richly valued startups began snapping up talent from across the world, offering humongous salaries and
stock options, along with the tantalising prospect of coming back to India and creating something that truly mattered.
Some of the brightest names in Silicon Valley took the bait. If the grapevine were to be believed, some of the pitches
were apparently not too far off from Apple cofounder Steve Jobs’ legendary pitch to John Sculley, “Do you want to sell
sugar water for the rest of your life, or do you want to come with me and change the world?”

How that particular story played out is now part of corporate folklore.
43

As each week brought news of a new high-profile hire, hosannas were sung praising the growing maturity and abilities of
Indian startups in .

Extremely aggressive management team

I have had brief interactions with Ritesh Agarwal (CEO) and Kavikrut Kavikrut (Head of expansion at the time I met him).
While Ritesh comes across as quite jovial, you can see the aggression in his outlook to the business - be it in adding more
and more properties to the kitty of Oyo or in getting the most out of his team. Kavi holds quite some experience with his
previous stints with leading companies which is likely being utilised well into taking Oyo further. Just take a ride across
Gurgaon, Mumbai, Navi Mumbai or any other of the dozens of cities they are present in. The sheer number of hotels
that you would find with that Oyo label is quite a task achieved in itself. I found dozens of hotels in Shimla alone.

Example of Blue Ocean Strategy

The Blue Ocean Strategy with Oyo Rooms’ case study as an example. Oyo Rooms started its business in India in 2013
with Blue Ocean Strategy. Now this company works in more than 200 towns and cities across the country.

What was the Value Innovation of Oyo rooms?

Oyo Rooms started providing hotel stay to the customers at very low prices. The experience of staying in these hotels
was on par with the experience of staying in a 3-star hotel.

What did Oyo eliminate?

Oyo eliminated all those unnecessary typical offerings of three-star hotels which unnecessarily increased the
maintenance cost of the hotel. Facilities like big lounges, spas, and sports clubs were completely absent in Oyo
properties.

What did Oyo reduce?

When all the unnecessary expenditures were eliminated from the maintenance cost of the hotels, the cost of staying in
the hotels automatically got reduced.

What did Oyo raise?

Oyo focused on increasing the standard of all those factors which increased customer satisfaction like hygiene, free wifi,
big flatscreen TVs in the rooms and many more such factors.

What did Oyo create?

With the aim of cost saving, many of the properties of Oyo are situated in non-prime locations. In such a case, Oyo built
mobile apps so that they can bring their inventory in front of the eyes of the customers. This strategy brought even more
visibility to Oyo’s properties than the properties which were located in prime locations.

Apart from this, Oyo also created standardization. Whenever you will go to an Oyo property you will find some things
which are exactly similar to its other properties. This brought predictability in the minds of customers. Now the
44

customers know that if they will go to an Oyo hotel then which of their expectations will be met with 100% assurance.
(Dhimole, n.d.)
45

Challenges & Issues before OYO.

HOSPITALITY ‘TECHS’ ON THE CHALLENGE OF LEVELLING OUT THE DEMAND AND
SUPPLY OF REAL ESTATE.

The fast-paced millennials of today prefer booking a hotel room to host a party or to enjoy a match screening with
friends, rather than inviting the associated hassles at home. While ‘Atithi Devo Bhava’ still remains ingrained in our DNA;
with changing times, the millennials have rehashed the age-old concept and created their own version of it. The change
in this outlook is led by higher disposable incomes and better transport options emerging in the country. This
behavioural change is exhibited strongly by millennials who are not only exploring Wayanad or Hampi over Goa but are
also looking out for intra-city stay options for use cases.

The soaring domestic demand

Historically, India has been a market, where the hospitality segment has been highly fragmented with the presence of a
handful of luxury brands. There has been a dearth of branded hotel chains catering to mass segments, where consumers
travel at less than INR 3000 per night. Both the market and need of guests exhibited this dire need. The breadth and
depth of the need of such a product are well exhibited for e.g. by the number of pilgrim towns (150+) India has, which
are mostly in obscure locations, leaving aside the typical business and tourism destinations. This implies that India
needed a chain to create value in more than 350-400 cities, apart from just the typical state capitals and SMART cities.

Talking about people, India has moved from a per-household annual travel of 10-15 trips to 40-50. Working parents used
to make 4-6 trips per annum per person for work and the family used to indulge in 2-3 leisure trips. Of these trips, 1-2
were visiting relatives at their homes. In fact, people finalised the vacation destination depending on where they had
relatives.

Apart from such local use cases, business travel has fundamentally increased with organizations not only sending
representatives to typical business cities but also trying to penetrate Tier 2/3/4 cities and hence creating a need for
predictable experience in smaller business towns.

An outcome of the above is that the domestic travel market of the country started growing faster since 2013 and has
now crossed the inflection point of the surge and is expected to grow 2.5X from today in coming 5 years. (oyo, n.d.)
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Learning Experience
• Observed the company is on it’s way , to becoming the biggest player in the hospitality industry

• Work culture was very millenial .

• Main drawbacks are that with the rate of growth it’s srevice and standards are being compromised.

• The above point is , dealt with by key steps being taken to reduce the gaps .

• Customer Negligence .

• During my internship I learned critically about the industry and day to day functioning of the company as well as
the sales cycle.

• This internship has been a good knowledge gaining experience of B2B Sales and , customer handling.

• It helped me in acquring good knowledge about sales and business handling, as well as customer management .

• And due to this , I think I will be able to open to work in any customer centric role .

• Communication skills .

• Relationship management skills .

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Suggestions
OYO should focus on thestandards of the product and services as it has already captured the market beautifully ,
they need to improve the standars and theoperations part to ensure there is no backlog in any of that case .

They also need to take care of the data systems and the apps especially curated for the oyo employees as there
is a lack of efficiency from the sustem and they are not able to provide the background support ,And help them
in anyway but only increasing the hassel .
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Conclusion.
Working at OYO as an oyopreneur as they say has been a very enriching experience of my life , it helped me
learn customer management , to understand the sales market and , helped me in acquring good knowledge
about sales and business handling, as well as customer management . And due to this , I think I will be able to
open to work in any customer centric role .
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BIBLIOGRAPHY

Anon., n.d. official oyo website.

author, O., n.d. official oyo blog.

Dhimole, R., n.d. Blue Ocean Strategy Summary.

oyo, C. a. o., n.d. Official OYO Blog.

Prasanna Balaji Venkataraman, A. S., n.d. India's Largest Branded Network of Hotels: Strategic Case Study. IJSRD -
International Journal for Scientific Research & Development|.

Saju B, H. K. J. J. A. S., n.d. OYO Rooms: Another Unicorn in the Making? Case Study Analysis & Solution.

SINGH, A., n.d. OYO ROOMS, s.l.: s.n.

Sonakshi Yajurvedi, n.d. official oyo blog.