B.W.T.B.A,
H.K.campus
Asharmaroad
Ahmedabad.
Year 2008-09
Submitted By,
3009- DOSHIVAIBHAV.
3012-GOHIL NARESH.
3023-KUMAKIA
POONAM.
3025-MACWAN JIGAR.
3115-DHANESWAR
SHATAYU 3116-
MACKWANA NILAM.
3117-MASTER DIPTI.
3118-MISTRI REENA.
3133-BHRAMBHATT
ANAND.
3142-KHANT RAMAN.
B.W.T.I.B.A 1
CONTENT
Part-1 6
Research methodology 7
1 What is research methodology 7
1.1-Identify the objective of research 7
1.2-Research design 7
1.3- Data type 8
1.4 - research aproaches 9
1.5- Research instrument 10
1.6 -Sampling plan 10
1.7- Contact method 12
Part-2 13
1 Overview of hotel industry 14
1.1- Sector outlook 14
1.2- Future 15
1.3- Trends in hospitality industry 16
B.W.T.I.B.A 2
4 Challenge of hotel industry 36
5 Govt. policy 38
5.1- Govt. support 38
5.2- Step taken by HAI 39
5.3- Recession 41
6 Star hotel in Ahmedabad 42
15 Questionnaire 167
B.W.T.I.B.A 3
16 Conclusion 170
17 Bibliography 171
PREFACE
B.W.T.I.B.A 4
ACKNOWLEDGEMENT
Thanks to: -
Director:-Madam Shilpa Trivedi.
B.W.T.I.B.A 5
Madam Pallavi Oza.
Part-1
Research
B.W.T.I.B.A 6
Methodolo
gy
Methodology is defined as
B.W.T.I.B.A 7
To know that how hotels are manage.
How they provide the services to the customer?
For education purpose it is help a lot to learn that how
hotels are manage.
2) Research Design: -
Exploratory
Descriptive
Exploratory Research:-
“Exploratory research is to gather the preliminary
information that will help in defining the problem and
suggest the hypothesis.”
Whenever we want to derive / explore something new our
research type should exploratory. In our project we have to
explore the data about how hotels are manage & 7’s of
visited hotels from data given by the hotel P.R.O (Public
Relation Officer) people.
Descriptive Research: -
“Descriptive research is to describe things such as market
potential, demographics and attitude of consumers etc.”.
Descriptive research we analyzed on qualitative parameters
we take the personal interview of the respondent this
research is undertaken to collect the primary information.
B.W.T.I.B.A 8
Ex.
Which star category they have belong?
What type of customer they have targeted?
Which kind of facility they provide to customer?
What are their SWOT?
3) Data Type :-
Primary
Secondary
Primary Data: -
“Primary data consists of the information which is freshly
collected for the specific purpose at hand.”
Newly / Freshly gathered information is known as primary
data. For our project sources for primary data are personal
interview with hotel consultant.
For getting the primary data we have visited the different
star hotel like
☼ Neelsahara ☼ Neelkanth paradise
☼ Hotel host inn ☼ Taj hotel
☼ Ginger hotel
Secondary Data: -
“Secondary data consist of information that already exist
somewhere and having been collected for another purpose.”
B.W.T.I.B.A 9
The data which are already exist & which was gathered
earlier for, magazines any other purpose is known as
secondary data, sources of secondary data are websites, etc.
WWW. Hotel Industry. Com
WWW. Equity master. Com
WWW. Indian equity fund. Com
WWW. Neelkanth group of hotel. Com
WWW. Taj hotel. Com.
WWW. Ginger hotel. Com
WWW. Sarovar portico hotel. Com
WWW. Host inn hotel. Com
4) Research Approaches
Focused group
Survey
B.W.T.I.B.A 10
5) Research instruments
Questionnaire:-
“Questionnaire is a form consists of set of questions.”
There are two types of Questionnaire that is close ended &
open ended.
In close ended Questionnaire respondent has to answer from
given alternatives & in open ended Questionnaire they can
give answer in their own state of manner. For our project we
have framed a questionnaire comprising of open questions.
6) Sampling Plan
a. Sample
b. Sample Unit
c. Sample Size
d. Sample Procedure
Sample: -
“Sample is a segment of the population selected for research
to represent the population as a whole.” In our report the
sample is star hotel in Ahmadabad.
Sample Unit: -
“Sample Unit means who is to be surveyed?
We have done the survey on 2 star hotel, 3star hotel, 4 star
hotel, 5 star hotel & we met the consultant of this hotel
Sample Size: -
“Sample Size means how many people should be surveyed?”
We have surveyed 5 hotels in Ahmadabad
B.W.T.I.B.A 11
Neelkanth Sahara 2 star hotel
Neelkanth paradise 3 star hotel
Host inn hotel 2 star hotel
Ginger hotel 3 star hotel
Sarovar portico hotel 4 star hotel
Taj hotel 5 star hotel.
B.W.T.I.B.A 12
7) Contact Methods
Personal interview: -
Here interviewer asks face to face questions to
respondents. It takes two forms, individual & group
interviewing. Individual interview involve talking with
people in their homes or offices, on the street, or in
shopping mall. Such interviewing is flexible. Trained
interviewer can guide interviews, explain difficult
question, and explore questions as the situation requires.
Group interviewing consists of 6 to 10 people and an
interviewer will ask question to a group as a whole. It is
similar to focused group research. In our project we have
done the personal interview.
Name of respondent
Name of Name of Designations Star
hotel person category
Hotel taj Mr. vergies H.R. Manager 5 star hotel
curien
Neelkanth Miss. Tulsi Assintant 3 star hotel
sahara mam general
manager
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Neelkanth Mr. Harsant Front office 3 star hotel
paradise shah manager
Hotel host inn Mr. parikshit Side partner 2 star hotel
Sarovar Mr. rishove Training 4 star hotel
portico halder manager
Ginger hotel Mr. kaushal G.A.M. 3 star hotel
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Part-
2
B.W.T.I.B.A 15
Overview of Hospitality Industry
Hospitality is about serving the guests to provide them with
"feel-good-effect". "Athithi devo bhavha" (Guest is God) has
been one of central tenets of Indian culture since times
immemorial. In India, the guest is treated with utmost warmth
And respect and is provided the best services.
B.W.T.I.B.A 16
tourists compared with 41 million in 2006, a growth of
12.2%.The opening up of the aviation industry in India has
resulted in exciting opportunities for the hotel industry. Foreign
tourist arrival to India have been growing at a 14 % over the
past 5 years. However this has dropped to low single digits in
the early part of H2FY09. at the same time, supply additions of
premium segment hotel rooms are expected to grow at 16 per
cent. This is expected to have a dampening effect on
occupancy rates. The supply surplus in 2009-10 and 2010-11 is
expected to pull down average occupancy rates from around
75 per cent in 2006-07 to 60 per cent in 2010-11. And
significant increase in average room rate (ARR) The major
factors contributing to this growth include stable economy &
political condition, booming service industry, FDI inflow,
infrastructure development, emphasis on tourism by the
central as well as state governments and tax rationalization
initiatives to bring down the tax rates in line with the
international levels.
1.2Future:
The number of tourists visiting India is estimated to touch the
figure of 4.4 million. With this huge figure, India is fast
becoming the hottest tourist destination in the region. The
visitors include business travelers, leisure travelers and
persons of Indian origin with foreign passports. Growth is
expected to continue over the next few years. It is being
predicted that India may achieve an average growth of 12%
per annum in tourism for many years to come. Apart from
international tourists, the domestic tourist market, including
B.W.T.I.B.A 17
business and leisure travelers, is also flourishing. This market is
estimated at around 300 millions tourists per year. The industry
also expects a boom in spiritual and medical tourism in the
domestic sector at a growth rate of 10% to 15% over the next
few years. Growth in tourism will definitely lead to a boom in
hotels and restaurants. Though there is a shortage of rooms at
present, it is going to be over soon enough, as top international
players are heading towards India to establish themselves
here. A steady growth of about 10% in new hotel projects is
expected for the next few years.
B.W.T.I.B.A 18
a good option for business travelers, as they have advantages
like low costs, more options and connectivity.
2. Budget hotels:
3. Service apartments:
4. Technology:
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Travel and technology have become inseparable. Technology is
making its own advances with high-tech video conferencing
facilities, web cameras and virtual reality mode of
conferencing. On-line bookings, e-ticketing, Wi-Fi Internet
connectivity, easy access to information, etc. are just a few
areas where technology has compeletely changed the way we
travel.
5. Loyalty travel:
ITC Hotels
ITD hotels
B.W.T.I.B.A 20
Chapter-2-Hotel industry in India
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decision to substantially upgrade 28 regional airports in smaller
towns and privatization & expansion of Delhi and Mumbai
airport will improve the business prospects of hotel industry in
India. Substantial investments in tourism infrastructure are
essential for Indian hotel industry to achieve its potential. The
upgrading of national highways connecting various parts of
India has opened new avenues for the development of budget
hotels in India. Taking advantage of this opportunity Tata group
and another hotel chain called 'Homotel' have entered this
business segment.
B.W.T.I.B.A 22
extremely rosy. It is expected that the budget and mid-market
hotel segment will witness huge growth and expansion while
the luxury segment will continue to perform extremely well
over the next few years.
The average room rate (ARR) and occupancy rate (OC) are
the two most critical factors that determine profitability. ARR
depends on location, brand image, star rating, quality of
facilities and services offered. The occupancy rate depends
on other seasonal factors.
B.W.T.I.B.A 23
3) Foreign visitors
4) Multinational hotel
2) Heritage Hotels.
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These are characterized
Category Percent
by less capital
age
Five star & five 30 % expenditure and greater
4) Unclassified:
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30% Five star & five
star deluxe
25% Four star
20%
Three star
15%
Two star
10%
5% Unclassified
0% Heritage hotel
Percentage
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The services sector showed a healthy growth of 11.2 per cent
in 2007 as compared to 9.8 per cent in 2006 benefiting from
the availability of skilled labour. Trade, hotels, transport and
communication continued to develop at an accelerated pace
recording a growth of 13.0 per cent during 2007 as against
10.4 per cent in 2006.
Occupancy levels:
Occupancy (%)
B.W.T.I.B.A 27
North Mumbai 69 68
South Mumbai 76 76
Delhi 75 74
Bangalore 74 70
Chennai 73 71
Kolkatta 75 75
Goa 70 70
Hyderabad 71 69
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India boasts of the world's highest mountains, miles of
coastline with excellent beaches, tropical forests and wildlife,
adventure tourism, desert safari, lagoon backwaters, ancient
monuments and World Heritage Sites, forts and palaces, and of
course, the Taj Mahal. The Indian tourism and hospitality
industry has thus emerged as one of the key sectors driving
the country's growth. The tourism sector is thriving, owing to a
huge surge in both business and leisure travel by foreign and
domestic tourists. The boom in India's tourism industry and the
surge in tourist inflow to the country have percolated to other
associated sectors like hospitality. The revenues for the Indian
hotel and restaurant industry in the year 2006-07 exceeded
US$ 118.85 million, an increase of nearly 22 per cent over the
previous year. The industry is poised for rapid growth and is
projected to be well worth over US$ 158.49 million by the year
2010. And with the continuing surge in tourist inflow, this
sector is likely to offer tremendous opportunity for investors.
For example, while the estimated number of required hotel
rooms is around 240,000, the current availability is just 90,000
rooms - leaving a shortfall of 150,000 rooms to be provided.
India's hospitality sector is expected to see an estimated US$
11.41 billion in the next two years, and around 40 international
hotel brands by 2011, according to a report by Ma Foi
Management Consultants. Moreover, the sector is expected to
provide over 400,000 jobs.
B.W.T.I.B.A 29
opportunities in the sector with global chains like Hilton,
Marriott International, Berggruen Hotels, and Cabana Hotels,
Premier Travel Inn (PTI), InterContinental Hotels group and
Hampshire amongst others have announced major investment
plans in India with others likely to follow suit.
Latest Trends
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With India being on the global tourist map and more and more
people coming to India for tourism or business, hotels are
looking at expansion in a major way.
B.W.T.I.B.A 31
B.W.T.I.B.A 32
India has been elected to head the UN World Tourism
Organization (UNWTO), the highest policy making world
tourism body represented by 150 countries.
The world's leading travel and tourism journal, Conde Nast
Traveler, has ranked India as the 'numero uno' travel
destination in the world.
India was adjudged Asia's leading destination at the regional
World Travel Awards (WTA).
India's Taj Mahal continues to figure in the Seven Wonders of
the World.
Bangalore-based Leela Palace Kempinski was voted the
favourite business hotel in the world in a Readers' Choice
Awards by Conde Nast Traveler in 2007.
India bagged the World's leading Destination Marketing
Award for the Incredible India campaign.
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Companies mentioned
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(a) Five Star Deluxe & Five Stars:
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Telephone / Direct Dial Business Centre
Currency Exchange Conference Facilities
Doctor Front Desk Safe Deposit Box
Gymnasium Laundry Cleaning Service
Restaurant(s) Security
Tour Desk Wakeup Service
Heritage classic
a) Heritage grand
b) Heritage
Heritage Classic:
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These include hotels built between 1920 and 1935.
Heritage Grand:
(4)Unclassified:
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5) RESTAURANTS
These typically include fast food chains, ethnic restaurants,
fine dining and coffee bars. The major players include Barista,
Mc Donald’s, Ruby Tuesday, bercos, etc.
6) CONTRACT CATERING
1) One diamond
B.W.T.I.B.A 38
2) Two diamond
3) Three diamond
4) Four diamond
5) Five diamond
These establishments reflect the characteristics of the ultimate
in luxury and sophistication. Accommodations are first class.
The physical attributes are extraordinary in every manner. The
fundamental hallmarks at this level are to meticulously serve
and exceed all guest expectations while maintaining an
impeccable standard of excellence. Many personalized services
B.W.T.I.B.A 39
and amenities enhance an unmatched level of comfort.
The following is based on personal experience:
You want to put all of this into context lets use Las Vegas as an
example. For the longest time (long before hotel ratings i.e.
customer service became a factor) Caesars Palace and the
Golden Nugget downtown were the most consistent 4 star AND
4 diamond properties. Their level of customer service was top
notch. The only thing preventing them from getting a 5 star
B.W.T.I.B.A 40
rating was that they were limited by their sheer size and
numerous rooms. For a long time, other properties found it very
hard to go from a 3 rating to a 4 rating. Remember, the 3 to 4
rating is the division where customer service comes in.
Properties such as the MGM Grand found this out. They got a 4
star rating one year by Mobil but were still rated by AAA as a
three diamond property. The following year, Mobil ranked them
back to a 3 star property
B.W.T.I.B.A 41
Chapter - 4- challenges to hotel
industry
3. Shortage of rooms:
B.W.T.I.B.A 42
perceptions about Indian tourism product constrains the growth
of tourism. The image of India as a country overrun by poverty,
political instability, safety concerns and diseases also harms
the tourism industry.
5. Customer expectations:
6. Manual back-end:
B.W.T.I.B.A 43
Chapter- 5-government policy
Government policy
B.W.T.I.B.A 44
5.1 Government support: (as per 2008 data)
Till a few years ago, the Indian government had a total apathy
towards promotion of tourism. In fact, the industry did not find
a place in the government’s fund allocation. Things have,
however, witnessed a change. The government seems to have
realized the importance of tourism and is willing to spend
towards the development of the industry. The ‘Incredible India’
campaign is a product of this realization. The focus on
infrastructure,
B.W.T.I.B.A 45
direct impact on the Industry, government notifications and
circulars.
B.W.T.I.B.A 46
1. Export house status for tourism and hospitality industry
Information bulletins.
B.W.T.I.B.A 47
Directory of Hotels - the first hospitality industry magazine
5.3 Recession
B.W.T.I.B.A 48
Chapter:- 6 Hotels in Ahmedabad
B.W.T.I.B.A 49
Inder Sunset Silver Silver oak
residenc oak hotel hotel
y &resort &resort
Le- Hotel Hotel
merridie westend fortune
n landmark
Sarovar Hotel Hotel host
portico fortune inn
landmark
Hotel Hotel nest
nest
Hotel Quality inn
president
Quality Hotel
inn president
Rivera
hotel
Rivera
hotel
Hotel
neelkanth
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Hotel Radisson, Ahmedabad
Radisson Hotel in Ahmedabad, which is due to open in May
2008. Radisson Hotel Ahmedabad will join a growing number of
hotels in the Radisson portfolio across India
B.W.T.I.B.A 51
Cambay Grand Hotel, Ahmedabad
A five star deluxe hotel at Ahmedabad is at initial construction
stage. The hotel will target the booming MICE market in
Ahmedabad city.
B.W.T.I.B.A 52
8.1 Brief about Taj Hotel in Ahmedabad
B.W.T.I.B.A 53
About Green Globe
Green Globe is the international benchmarking and certification
programme for the travel and tourism industry based on the
Agenda 21 principles for Sustainable Development endorsed by
182 Heads of State at the United Nations Rio Earth Summit in
1992. . Green Globe, is the only worldwide environmental
certification program for travel and tourism with participants in
more than 50 countries Green Globe is managed by EC3
Global, a subsidiary of the Sustainable Tourism Co-operative
Research Centre.
1 G.M.
9 Accounting House Keeping Security G.M. (A.H.K.S.G.M.)
10 Top Level
15 middle level
135 are employee staff.
Staff facility
Canteen facility
Lunch & dinner
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Morning tea
B.W.T.I.B.A 55
8.2 Brief About Ginger hotel
B.W.T.I.B.A 56
Safe zone™, meeting and conference room, gymnasium and
self check-in kiosk, geared to make your stay comfortable and
pleasant.
Ginger utility
Ginger brings you accurate weather forecasts for two
successive days for all our hotel destinations. And what's more,
you can walkthrough the city's streets and look up hang-out
and tourist spots with the new Google maps facility.
value added services
Taxi and traveller's van service
Doctor on call
Check-in, check-out
12 noon
Security
In keeping with our heightened security procedures we request
you to provide your photo-identity proof while checking-in.
Foreign nationals are required to present their Passport and
valid Visa. Indian nationals can present any one of these, which
is mandatory: Passport, Driving License, Voter ID card, PAN
card or Credit / Debit / ATM card bearing the holder's
photograph
B.W.T.I.B.A 57
Shifts in Ginger hotel
Morning 7:00 to
11:00
General 9:00 to
6:00
Afterno 2:00 to
on 10:00
Night 10:00 to
7:00
Employe
Employe
Employee e
e
B.W.T.I.B.A 58
Things that make you go yum, yum!
B.W.T.I.B.A 59
Ginger sees room for 10 more hotels
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Having launched 16th hotel of the company in Ahmedabad and
plans to add three more by the end of the financial year
2008-09. “We plan to tack the total number of hotels to
30 by 2010 . The idea to increase our footprint as much as
possible by 2010 as several events including
commonwealth Games will be taking place in the
country,” said pani. The cumulative investment on hotels
by the company so far has brrn of around Rs 300 crore.
B.W.T.I.B.A 61
Kochi, Manali, Shirdi, Goa and Badrinath and under
development at Siliguri.
Future Openings
Ahmedabad Park Plaza - Ahmedabad
111 Guest rooms and suites.
Multi-Cuisine Restaurant.
Meeting and Banquet Facilities
Business Centre
Laundry
Health Club
Wi-Fi Service
B.W.T.I.B.A 62
world, let us understand its strengths, weaknesses,
opportunities and threats.
(1) Strengths
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endless natural splendors like the mighty Himalayas, the vast
Indo Gangetic Plains, lush tropical jungles and a long coastline.
A visit to the country is a changing spectacle of religions,
customs, festivals, sights and sounds.
Demand–supply gap:
the next five years demand will outpace supply in the short to
medium term. The table below highlights that, over the last 24
months, major cities in the country have witnessed impressive
growth in average room rates, due to strong demand and not
much addition to supply.
B.W.T.I.B.A 64
Government support:
Till a few years ago, the Indian government had a total apathy
towards promotion of tourism. In fact, the industry did not find
a place in the government’s fund allocation. Things have,
however, witnessed a change. The government seems to have
realized the importance of tourism and is willing to spend
towards the development of the industry. The ‘Incredible India’
campaign is a product of this realization. The focus on
infrastructure, modernization of airports, open sky policy,
development of new tourist destinations and circuits, more
fund allocation towards tourism are some of the initiatives
taken by the government to promote tourism. The Indian hotel
industry stands to gain from this proactive ness shown by the
government.
(2) Weaknesses
B.W.T.I.B.A 65
Slow implementation
The lack of adequate recognition for the tourism industry has
been hampering its growth prospects. Whatever steps are
being taken by the government are implemented at a slower
pace.
(3) Opportunities
Rising Income:
While there has been much talk about record number of foreign
tourist arrivals, very little has actually been said or done about
domestic tourism, which, according to our estimates, has
registered a 40% annual growth in the last three years and is
currently estimated at 300 m travelers. Per capita income grew
by an impressive 7.1% in 2005, while Gross Domestic Savings
touched an all time high of 28%. Significantly, the present-day
consumption boom in India has been influenced more by higher
disposable income rather than lower savings. This is good
news, as income induced spending is likely to sustain itself for
a longer period. Higher disposable incomes are also expected
to enhance the concept of traveling for leisure.
B.W.T.I.B.A 66
people, their rising aspiration levels, and an increase in their
spending power has led to a change in the consumption
pattern. There is a marked shift from spending on traditional
categories like food and grocery, clothing and jewelry, to
lifestyle categories such as leisure, and aspiration products and
services.
We believe that, over the next three to five years, the biggest
surge in accommodation demand is expected to come from
commercial zones that are being developed in metro suburbs
and secondary markets. Mixed-use development projects that
include retail and commercial space have also gained
momentum in the last 24 months and will continue to be an
attractive option. This provides a unique opportunity for
hospitality projects. Also the new concept, which is going to
gain importance, is that of budget hotels (started by Indian
Hotels – Ginger, the erstwhile Indione). Due to their inherent
B.W.T.I.B.A 67
nature of operation, associated costs and flexibility, budget
hotels will be better suited to withstand the next economic
downturn as and when it takes place.
(4)Threats
Event risk:
Increasing competition:
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It means suppose customer have only work of one or two hour in other
city or country than he can come because there increasing the
transportation facility. Earlier the transportation facility is not so much
develop that is why customer have stay there in the hotel but now a day
if customer want come than he can come by any time because of there
are many airways and railway facility develop so it the threats for hotel
industry.
B.W.T.I.B.A 69
SWOT Analysis of Taj Hotel
Strength:-
employee.
Good after sales service: taj hotel in not down the regular
Weakness:
Far from the city: this hotel is very far from the city so it
Opportunity:
B.W.T.I.B.A 70
Threats
Strength:-
Weakness:-
Narrow product line they have just one type of room & one
gym. & one conference hall, restaurant so it has so narrow
product line.
They have not their own canteen dept.
Newly started
In corner area
Opportunity:-
B.W.T.I.B.A 71
Govt. policy is to ward the hotel industry.
Growth of population in Ahmedabad
Threats:-
Strong competition
Threats of terrorism
Strength:-
Weakness:-
Opportunity:-
B.W.T.I.B.A 72
Threats:-
Strong competition
Threats of terrorism
Strength:-
Weakness:-
Opportunity:-
Threats:-
Strong competition
B.W.T.I.B.A 73
Threats of terrorism
B.W.T.I.B.A 74
In the govt of India’s” Incredible India’ destination campaign
have also helped the growth of domestic and international
tourism and consequently the hotel industry.
(2) Economical:-
B.W.T.I.B.A 75
In economical effect industry has to check out that what the
GDP of the industry is. The GDP of the hotel industry is
contributed to 13.21% in 2007
B.W.T.I.B.A 76
Socio cultural factor includes two parts
(a) Socio
(b)Culture
If any industry are show to wards the society than you can
understand that society are developing the culture. If you
understand the socio factor than you can understand the
cultural factor.
Population:-
Male-female ratio: -
B.W.T.I.B.A 77
hotel industry so you have to check out the male & female
ratio in the society.
Literacy level: -
Income level: -
B.W.T.I.B.A 78
In India there are teenagers & youngster are more than
the alder’s people & in America the mature people are
high than the youngster so in India teenagers & youngster
people want more enjoyment by going in hotel & picnic
etc so it is the positive affects to the hotel industry.
For example:-
For example: -
B.W.T.I.B.A 79
because in Indian culture cow is a holiest animal of the
country
(c) Language: -
For example:-
For example:-
B.W.T.I.B.A 80
Suppose in America you open your hotel but if you
communicate with the person or employee of that country
with eye to eye than he feel that you threaten from him.
Advance technology
Moderated technology
Suitable infrastructure for technology
For example: -
B.W.T.I.B.A 81
In any in any of the hotel customer are checked when he
enter into the premises of hotel by electronic checker
machine. In neelkanth paradise they are using kitchen order
ticket for serving the customer. In every hotel they are keep
the C.C. T.V. Camera for watching the activity in the campus,
many hotel in India they have adopted the technology of
automatic car wash.
B.W.T.I.B.A 82
Cost of technology means what is the cost of adopting
technology.
For example:-
In India govt. support is good for hotel industry like build the
building and next coming years the more hotels also will
come so govt. support is in favor of hotel industry.
Suppli
er
Buyer
RIVALRY AMONG
Chapter-11-porters 5 force analysis of
EXISTING FIRMS
hotel industry
Substitutes
B.W.T.I.B.A 83
Entry barriers Threats of
new entry
Bargaining Bargaining
power power
constraints pricing
B.W.T.I.B.A 84
(1) Threats of new entry:-
Govt. policy:-
Product differentiation:-
B.W.T.I.B.A 85
It means that how your service is differing by brand image,
customer loyalty & product attributes etc.
For example:-
Monopoly element:-
Capital requirement:-
B.W.T.I.B.A 86
(2) Rivalry among existing firm:-
In terms of hotel industry the fixed cost is very high like cost
of buildings, salary of regular employee & executives. But in
case of storage cost in service industry service can not be
stored except like grain etc but vegetable can not be stored
long time so in case of hotel industry there are less storage
cost.
B.W.T.I.B.A 87
Ginger & neelkanth is the 3 star hotels but only difference is
that ginger is only targeting business client people & hotel
neelkanth is targeting both business & normal customer.
Service is almost same in both hotels in neelkanth hotel
gym. Is not there but in ginger hotel gym. Is there but room
rate of ginger is high than the hotel neelkanth so because of
high price customer can divert to the neelkanth hotel.
Diverse competitors:-
For example:-
Switching cost:-
B.W.T.I.B.A 88
hotel there are many hotel. And also taste & preferences of
the customer will change now & than for example :-in
Sarovar portico hotel swimming pool facility is not there &
customer go to the Sarovar and he want swimming pool but
swimming pool is not there than customer next time go to
the taj hotel so Sarovar portico hotel lost the customer. And
for Sarovar hotel cost of new ancillary equipment is very
high.
Resorts
Low price Dharmshalas
Short term paying guest house
B.W.T.I.B.A 89
ginger & hotel neelkanth in hotel ginger rate is high
compare to neelkanth & facility are also mostly same
so customer more prefer to the hotel neelkanth.
Switching cost:-
B.W.T.I.B.A 90
Extent of buyer’s information:-
B.W.T.I.B.A 91
It means that hear product of supplier is important for hotel
if hotel switch to purchase that product from that supplier
than hotel will loss heavily because only that suppliers
product customer want.
For example:-
Substitutability of product:-
B.W.T.I.B.A 92
Chapter -12-After Mumbai attack
security position in ahmedabad
hotels.
Taj residency ummed
Le-meridien
B.W.T.I.B.A 93
General manager have given strict instruction to their staff
keep an eye on people carrying any suspicious-looking bulky
bags.
Fortune landmark
The pride
at the entrance.
Bags are checking thoroughly before allowing guest inside.
They already have CCTVs in place and have tight security.
If somebody refuse to check we explain that it’s for their
own security, being vigilant is the only way to stay safe.
B.W.T.I.B.A 94
The Metro pole
B.W.T.I.B.A 95
Operation lasted all night where police personnel also loss
their lives.
Mostly terrorists are performing Wednesday for attack and
26 date of any month.
Fewer escape routes for people inside making task more
difficult for police.
B.W.T.I.B.A 96
Chapter-13
7 P’S
OF
SERVICE MARKETING
B.W.T.I.B.A 97
needs of the consumer." In hotel their main product is rooms,
food & basic facilities. We can classify this product in two
types.
1) Tangible Product
2) Intangible Product
1) Tangible:-
2) Intangible:-
B.W.T.I.B.A 98
Environment affect to the hotels in India:-
B.W.T.I.B.A 99
growing up so country also grow so hotel industries is also
grow up in India.
They have their own view for the income. So there will be
growth in economy .In this way hotel has positive way to
increase the services or services quality.
B.W.T.I.B.A 100
Level of the product
For example: -
In Sarovar portico
B.W.T.I.B.A 101
They have 69 rooms & suits .In every room clean bed, single
&double bed as per customer choice, fresh towels, working
lamps, and desk. This all are basic product is given by the
Sarovar portico.
In Neelkanth hotel
They have total 250 rooms with a/c &non a/c. In every room
consider clean & bad wase fresh towel, purity water, and
desk. This all basic product they have.
In Taj Hotel
In Ginger hotel
In host inn
B.W.T.I.B.A 102
In this hotel the basic product is executive room, deluxe
room, super deluxe room, they have 36 rooms in that hotel.
For example:-
In neelkanth
They have their own restaurant also that patang. The all
expected product is available by the all the branches of
Neelkanth Groups Of hotels.
B.W.T.I.B.A 103
In Sarovar portico
In Taj hotel
In Ginger hotel
(3)Augmented Product:-
Augmented product is a product which exceeds the
customer .Expectation to attract more & more customer &
to create on augmented product company should involve
into customer helps to prepare & provide superior customer
experience.
B.W.T.I.B.A 104
Product augmentation leads the marketer to look at the
user’s total consumption system. The way the user performs
the tasks of setting & using products & related services.
Each augmentation add cost augmented benefits soon
become expected benefits. In hotel guests expect a remote
control television set. This means competitors will have to
search for still other feachers & benefits.
For example: -
B.W.T.I.B.A 105
It has their augmented product is travel desk, pick up & drop
facility, pink services, Airport transfers Shalimar facilities in
banquet & conference hall facilities. This all facilities are
augmented facilities for the hotel .All customer want
augmented product & they have to pay entry charges for
entering in the hotel.
Taj hotel
In Ginger hotel
B.W.T.I.B.A 106
They have pick-up facility, good parking facility, they provide
bath kits to the customer, they provide LCD T.V. facility, the
square meal restaurant, laundry facility etc
B.W.T.I.B.A 107
with customers problems and provide the best solution to
them. They review the services delivery process to imagine
everything that would go wrong and then take preventive
steps.
Sarovar portico
B.W.T.I.B.A 108
Suite room Guest room
Neelkanth hotel
In Taj hotel
B.W.T.I.B.A 109
areas, swimming pool, health centre, beauty parlour for ladies
& gents, garden facility this all are potential product is
provided by the hotel Taj. Customer has much choice for the
potential facility which is given by the hotels.
In Ginger hotel
Restaurant
Twin room
B.W.T.I.B.A 110
They have two travel agency
B.W.T.I.B.A 111
Product mix:-
The set of all lines and items that and particulars sellers for
sale.
Four important dimensions: - Width, length, Depth, and
consistency.
Taj hotel
Rooms Entertainme Conference Restaurant
nt product hall
B.W.T.I.B.A 112
Executive suite 1 swimming 1 conference 1 restaurant
pool hall “narmada”
Deluxe suite 1 gymnasium Coffee shop
“Jacaranda”
Pool view
Garden view
Ginger hotel
Rooms Entertainment Restaurant
product
Standard room 1 conference hall 1 restaurant
“ The Square meal”
1 gymnasium
B.W.T.I.B.A 113
It refers to the no of version offered of each product in the
lines.
Product depth:-
Neelkanth hotel
Rooms No.
A/C & non A/C room 65
A/C honey moon 33
A/C deluxe 43
A/C executive 45
A/C suite 43
Maharaja suite 21
Ginger hotel
Rooms No.
Standard room 93
Restaurant 1
Conference hall 1
Taj hotel
Rooms No.
Deluxe 02
Executive room 02
Pool view room 33
Garden view room 54
Restaurant 01
Coffee shop 01
Gymnasium 01
Swimming pool 01
Conference hall 01
Sarovar portico hotel
Rooms No.
Standard room 02
Deluxe suite 03
Superior room 20
B.W.T.I.B.A 114
Studio suite 18
Executive suite 10
Grand suite 16
Restaurant 01
Banquet hall 02
(4) Consistencies
Consistency of product mix referees to how closely related
The various product lines are in a use, production
requirement, channel or some way. Product consistency
refers that the product is perform same function
&distribution channel is also same.
For example
In all this hotel room is performing same function that is
give comfort level to the customer.
B.W.T.I.B.A 115
Chapter –13.2 - Pricing
Introduction
B.W.T.I.B.A 116
hotels; to the amount of traffic being generated in the hotel
location; tourist location; international or national conference
venue; and soon. Nevertheless, hotel pricing also suffers from a
degree of lack of flexibility, although to a lesser extent than
that of the hotel product. The depreciated valuation of the
hotel property, its financial management efficiencies, credit
policies and other factor, specially cost of empty room nights
on fixed overheads, also have a bearing on tariffs and Manu
prices.
Tariff Of hotels
Neelkanth Sahara
B.W.T.I.B.A 117
Maharaja suite room - 2200/-
Neelkanth paradise
Category Rates
Executive room 18500/-
Deluxe suite room 25000/-
Pool view 10000/-
Garden view 9500/-
B.W.T.I.B.A 118
Tariff of host inn hotel
Approaches of prices
B.W.T.I.B.A 119
Fixed cost in the hotel
o Cost of buildings
o Salary of employee & executive
o Room maintenance
o Infrastructural facility cost
o Doctor service
o Car cost
o Raw material cost
For example
Hotel taj
Ginger hotel
B.W.T.I.B.A 120
This hotel is a newly started hotel this is a 3 star hotel &
ginger is the introduced by the TaTa group so it has a brand
image of tata. So they are charge the high price than
neelkanth hotel.
Hotel neelkanth
B.W.T.I.B.A 121
Monetary aspect is related with the quality of the service
monetary aspect is related with
Price & quality you can judge in the product but in the
service marketing marketer can not judge the price &
quality
For example:-
B.W.T.I.B.A 122
Tailor made service means according to the exact need of
customer.
For example: -
In Sarovar portico
In Taj hotel
In Ginger hotel
In Neelkanth hotel
B.W.T.I.B.A 123
Mechanization of services
For example
B.W.T.I.B.A 124
hear according to the requirement of customer they
provide comfort level to the customer.
For example:-
Psychological
For example:-
B.W.T.I.B.A 125
Sarovar portico hotel provide
INTRODUCTION
Services are inseparable. We can not touch it, we can not test
it etc. services should be provided where customer are located.
In the hotel industry there many different services to provide to
the customer like pick up, same day laundry facility, doctor on
call, parking, internet, spa, swimming pool, gym, etc.
1)Distribution channel
2)Location
3)Focus
B.W.T.I.B.A 126
When distribution channel are proper than services are good
& better to provide the customer. So that customer will be
satisfied with services.
B.W.T.I.B.A 127
(A) Multi site strategy
IN NEELKANTH SAHARA
Comfort for customer
request.
Color TV in each room With In-House Video Movies, Satellite
Programmes.
Parking faculties.
All major credit cards accepted.
Airport & Railway Station Pick-up & Drop with Nominal Fare
B.W.T.I.B.A 128
On customer call service
IN NEELKANTH PARADISE
request.
Color TV in each room With In-House Video Movies, Satellite
Programmes.
Parking facility.
All major credit cards accepted.
Airport & Railway Station Pick-up & Drop with Nominal Fare
B.W.T.I.B.A 129
Air, Rly. & travel booking facilities. Taxi & Sight-seeing
arrangements on request.
Same day laundry service.
Doctor on call.
Postal & Courier Services.
IN SAROVER PORTICO
Parking facility
Daily laundry facility
Pick up facility
Wine provided to the customer
Wifai, television, sofa, water, etc.
Garden provided to the customer for celebrate birthday
party, marriage.
Direct dialing from room
24 hours room service
Doctor on call
IN HOST INN
Direct dialing from room
24 hours room service
Same day laundry service
Travel desk
All major credit cards accepted
Doctor on call
Money exchange facility
Safe deposit locker
B.W.T.I.B.A 130
Wifai zone
TAJ HOTEL
Television
Wi-fi internet facility
King or queen size beds
Study table
Safe deposit locker Bath kits in bathroom
Direct dialing facility
A/C control to regulate room temperature
Voice mail
Electronic safe
Safe deposit locker on request
GINGER HOTEL
Smart sleep
Tea/coffee maker
LCD T.V.
Mini fridge
The Square Mealtm Restaurant
B.W.T.I.B.A 131
wise provided service to the customer. This strategy use for
new target customer only.
(3) Location
Hansol, Ahmedabad.
Ahemedabad-380001.India
Sarovar portico
Neelkanth Sahara
B.W.T.I.B.A 132
Opp, kothawala flat, paldi, Ahmedabad.
Neelkanth Paradise
Ginger hotel
Drive in road,
Ahmedabad 380015.
(4) Focus
(1) Access: -
B.W.T.I.B.A 133
For example: -
Neelkanth hotel
Taj hotel
1 k.m. from the airport.
10 k.m. from the railway station.
Ginger hotel
12 k.m. from air port.
12 k.m. from railway station.
B.W.T.I.B.A 134
(2) Parking facility: -
For example:-
B.W.T.I.B.A 135
Hotel neelkanth is situated at the area of paldi where the
traffic so much that customer can face lot of problem of
reach over there from the airports.
Taj hotel is situated very near to the air port & far from
the railway station so customer of airport can not face the
problem to reach the taj hotel but the customer of railway
station face the problem of traffic. So hotel taj can loss the
customer of railway station.
(5) Surrounding:-
B.W.T.I.B.A 136
Surrounding area of ginger is also not good because in
behind of the hotel there are very slum area is there.
B.W.T.I.B.A 137
Green
environment
Chapter-13.4 -Promotion
Introduction
B.W.T.I.B.A 138
Perhaps this element of the hotel marketing mix is most
important as it is directly responsible for bringing customers to
the hotel. Hotel marketing communications are either direct or
indirect. The direct communication is through personal selling,
advertising, sales promotion and direct mail. Appropriate
messages are conveyed to those who directly influence
decision to buy the hotel product. Personnel selling of the hotel
product are effective when long-term relationship between the
hotel and the customer is sought. It is also required where the
level of business per customer is likely to be significant.
Indirect marketing communications for hotels include public
relations and publicity, both of which may and may not form a
part of the hotel’s marketing communication programme but
may function independently. The major elements of the hotel
communication mix are mass media advertising, direct mail,
sales promotion, public relation, and publicity.
B.W.T.I.B.A 139
Promotion elements
(1) Advertisement : -
Message of advertising:-
For example:-
Hoarding
They tie-up with Pepsi
As a brand they do the advertisement
In internet
Some time they give advertisement in the news paper
They do not provide any magazine
As a brand they do the advertisement
B.W.T.I.B.A 140
In Ginger hotel logo
In neelkanth hotel
B.W.T.I.B.A 141
customer can not see that so they may loss the customer
because of this tangible clues.
In Sarovar portico
Hoardings
Website
By telephone
In host inn
Banner
Venus agency
Just dial
In kem chho serial at 7 p.m.
B.W.T.I.B.A 142
It means to promote sales for the shorter time period. Again
it is different from product because the reason of
parishability and intangibility. In product marketing you give
the physical product but in case of service marketing you
can not give product in terms of physical.
For example:-
In all four hotels they do not give any discount in the pick
season but they are giving discount in only lean season. The
discount is only for shorter time period after lean season
they do not provide any discount to the customer. October to
march there is a peak season in the hotel industry because
in that days there are many festivals comes like diwali,
navratri, Christmas etc.
B.W.T.I.B.A 143
For example:-
In case of hotel the room boy and employee are serve the
customer so that employee should be very polite in language
and he can solve the all the problem of customer so
employee should be properly trained.
For example:-
These all hotel provide the browser to the customer and they
also have the internet booking facility.
For example:-
These all four hotels are not doing any social activity but
they only list down the regular customers name & they wish
B.W.T.I.B.A 144
them on their birthday or marriage day and offer them
attractive discount.
B.W.T.I.B.A 145
For example:-
Taj hotel
In ginger hotel
Performance : -
B.W.T.I.B.A 146
For example:-
Psychological consequences: -
For example:-
B.W.T.I.B.A 147
The medium of communication will based on the decision
on how to create most favorable awareness amongst the
target audience
For example:-
B.W.T.I.B.A 148
Promotion post purchase ensures continuous satisfaction
and retention of the customer. Performance of services is
matches with customer’s perception.
For example:-
For example:-
In host inn
B.W.T.I.B.A 149
In Sarovar portico hotel
In neelkanth hotel
Hotel Ginger
B.W.T.I.B.A 150
Single room Double room
Taj hotel
B.W.T.I.B.A 151
Encourage word of mouth communication employee
It means that if the language of employee is very polite to
the problem of customer than customer will more satisfy
and they also tell to the other that service of this hotel is
good.
For example:-
B.W.T.I.B.A 152
Hotel are mainly target to the high level people , tourist,
and business working people because they are more using
the service of hotel.
For example:-
In taj hotel they are more targeted to the high income
people and V.I.P. people, business people, N.R.I. people &
this hotel is very near to the airport.
In neelkanth they more target to the middle level people
& this hotel is more targeting Indian people hear more
N.R.I. is not come.
In Sarovar portico it is targeting more business people
& middle level people & N.R.I. people but there are less
customer of N.R.I. are coming.
In host inn they are more targeting the middle level &
Indian customer.
For example:-
The building an image by taj hotel by using this image
many corporate companies are tie-up with taj hotel like
Pepsi.
B.W.T.I.B.A 153
Chapter -13.5- People/internal
marketing
“All the techniques that are used for external customer with an
end goal in mind to create a satisfied employee. This is called
internal marketing.”
Introduction
B.W.T.I.B.A 154
competencies and resources to provide the right kind of
service, but in the absence of appropriate interpersonal
experience, the customer would develop negative perception of
overall service quality. It is therefore, critical that a great
amount of attention is paid to personnel dimension of the
service business.
B.W.T.I.B.A 155
truth when the service is either marketed pr de-marketed. The
customer provider interaction is one of the important aspects
of hotel or any service organization. So important of people in
service marketing is very important.
For example:-
B.W.T.I.B.A 156
In hotel industry
Room boy
For example:-
Manager
Kitchen department employee
B.W.T.I.B.A 157
(1) Staffing: -
(a) Recruitment: -
For example:-
In neelkanth hotel
management institute.
For employee: - I.T.I. or 10th or 12th pass.
In taj hotel
In ginger hotel
B.W.T.I.B.A 158
Middle level :- graduate people
(b) Selection:-
For example: -
In taj hotel: -
They take first written exam and than take practical exam
and than after take personnel interview & group
discussion.
In Ginger hotel
They takes two round of interview & than after they select
appropriate employee.
In neelkanth hotel: -
B.W.T.I.B.A 159
In sarovar portico hotel: -
They select the employee by written test & than after they
take practical exam for kitchen department people.
In host inn: -
(c) Training: -
on the job :-
For example:-
In taj hotel: -
B.W.T.I.B.A 160
They give the target to the employee to achievement and
if the employee can not achieve it than they give the
training as per requirement to that employee.
In Ginger hotel
In neelkanth hotel: -
In sarovar portico: -
Hotel they provide training on the job & off the job both
and according to the performance they give the training
that perform less they give training to that employee.
In host inn hotel: - They only provide off the job training
to the employee.
(2) Organizing:-
B.W.T.I.B.A 161
(a) Empowerment :-
For example:-
In taj hotel: -
In neelkanth hotel: -
In host inn: -
(b) culture :-
B.W.T.I.B.A 162
It means belief system and norms & team spirit develop in
the organization.
For example:-
(c) motivation
promotion:-
For example:-
In taj hotel
B.W.T.I.B.A 163
Scaling is “0 TO 5”
For example:-
In taj hotel
In Ginger hotel
In neelkanth hotel
B.W.T.I.B.A 164
Host inn
(d) support
Technical support :-
Process support :-
For example:-
(d)Rewarding:-
B.W.T.I.B.A 165
For example:-
Introduction
B.W.T.I.B.A 166
Process is a starting to end point of any service activity. In
service participation of customer is important but in the
product there is no customer participation. So in case of service
marketing it is very difficult to decide the way of process. If
there is a mistake in the entire service process than customer
feels dissatisfied.
For example:-
The people pick-up the customer from the airport & railway
station and they check all the information about the
customer and check the identity consumer for the security.
They also keep the C.C.Camera in the airport & railway
station.
B.W.T.I.B.A 167
People process in neelkanth hotel
They keep the C.C. Camera in the air port and railway station
and they keep attention on customer and they pick-up the
customer from the airport & railway station.
They also pick-up the customer from the airport & railway
station
They also follow the same process as all hotel follow only
they have no any C.C. Camera in the airport & railway
station.
Ginger hotel
B.W.T.I.B.A 168
They pick-up the customer from the airport they checkout
the identity & they give one ‘C’ form to the customer to
know all the details about the customer.
For example:-
B.W.T.I.B.A 169
Types of process
B.W.T.I.B.A 170
Receptionist department
Kitchen department
(3) Intermittent:-
It means service is providing according to the need of
customer, hear when customer need service you provide
service & when customer don’t need service than it is
stop.
For example:-
B.W.T.I.B.A 171
Labourintensive
High low
Profession Service
al service shop
Level of High
Mass Service
Customization factory
service
Low
For example-
For example:-
B.W.T.I.B.A 172
It is law of labour and more of capital and high of
customization.
For example:-
B.W.T.I.B.A 173
Pick-up
Reception
Service
within
room
Service
outside
room
Exit
Customer
relation
ship mgt.
after
Sales
service
(1) check-up
B.W.T.I.B.A 174
For example:-
Television
A/C car
Music system
(2) reception
B.W.T.I.B.A 175
(3) service within room
B.W.T.I.B.A 176
(4) service outside room
B.W.T.I.B.A 177
in car
Parking
facility
All major card
acceptable
(5) Exit:-
Hear customers are left the hotel. In all four hotels they left
the customer to airport & railway station by car.
In this all the four hotel note down the customers list that
who are regular customer & who are irregular customer and
note down the birthday date and marriage date of the
customer and they wish to the customer and they provide
discount offer to that customer.
Introduction
B.W.T.I.B.A 178
can both add and destroy value depending upon how it is
managed.
Like in hotel service until you use you can not judge the service
how the service is. Therefore physical evidence is the tangible
part of the hotel industry like building of hotels’ lighting in the
hotel, music system, receptionist area, surrounding area of
hotel buildings if these all things are excellent than more
customer are attract to wards this kinds of hotels.
(1)dominant evidence
B.W.T.I.B.A 179
(2)peripheral evidence
For example:-
buildings of hotel
hotel room
receptionist area
parking area
furniture of hotel
Entry gate :-
Water try
B.W.T.I.B.A 180
Telephone
Bath kits
Study table
All hotels not charge the extra charge for the children with
out extra bed.
B.W.T.I.B.A 181
(2) Service layout: -
For example:-
First of gatekeeper
Than receptionist area
Table arrangement is proper or not
(3) Lighting:-
(4) Music: -
B.W.T.I.B.A 182
For example:-
Except host inn hotel all other three hotel provide music
facility during dinner time. The music is not fixed or as per
time.
(5) Fixture: -
For example:-
B.W.T.I.B.A 183
(7) scents:-
sandal
rose
lavender
These all hotel are using scent for the room freshness. They
are not using fixed perfume they are using different -
different type perfume.
(8) symbols: -
B.W.T.I.B.A 184
Chapter -14- 5 Gaps model of service
quality
B.W.T.I.B.A 185
Personal need
Word of mouth
Past experience
communication
ds
Expected service
Consumer
part ds
Gap- 5
Perceived service
ds
Gap- 4
Gap- 1
External
Service delivery Communication
To customer.
Gap- 3
Marketer Transition of
part Perception into
Service quality
Specification
Gap- 2
Mgt. perception of
consumer
Expectation
B.W.T.I.B.A 186
The first gap shows that customer expectation is some
thing different & mgt perception to wards the consumer
expectation is different.
For example:-
In Taj hotel
Detailed
Rating
Location: Rooms:
9/10 9/10
Facilities:
Food: 9/10
8/10
Service:
Value: 7/10
9/10
Prompt pickup at the
airport by courteous person from the hotel. The car was
clean, and the driver was also very courteous. The
persons identified themselves, and told us about the
services expected in the hotel, and radioed .The lady at
the check-in was very courteous and helpful. Like any
other 5 star hotel, the person at the check in walked us up
to our room and explained us the services available.
Luggage was promptly delivered to the room. Room was
very neatly organized. Rooms seemed a bit old though,
probably can help with some renovating the interiors.
Breakfast was included in our package, and breakfast was
a lot of fun. There was a lot of different food available for
every taste. Kids just went nuts at all the choices they
had. Funnily though,
B.W.T.I.B.A 187
Customer in taj hotel tells that every thing is good in the
taj hotel but they didn’t have orange juice or mango juice
or even coconut water. Food otherwise was excellent in
taste. So taj hotel perception is only is that customer want
only tasty food but they also want some juice so it is the
gap-1 in the hotel taj. And also customer tells that they
are not providing service according to the value of money
so they rated 7/10.
Review of customer
Decent experience
Extremely disappointing
B.W.T.I.B.A 188
Nice hotel. Facility & customer service is very good.
Recommended for families. Hear in this hotel customer
like every room service, it gives the value for money but
some customer don’t like this hotel, hear customer want
the looking of hotel but they are only concentrate on the
room service.
In NeelKanth hotel
Neelkanth Inn
Customers review
B.W.T.I.B.A 189
It was a good hotel and had a nice comfortable stay.
Plus point is Warm cooperative staff.
Minus point is Location was a bit letdown but close enough
to all important destinations.
Plus point is Clean rooms, good food, and nice professional
and warm welcoming staff.
Minus point is the room smelled very odd.
For example:-
B.W.T.I.B.A 190
They people know that customer want music over there
during the dinner time but they are not in position to provide
music over there.
In ginger hotel
For example:-
In neelkanth hotel
B.W.T.I.B.A 191
In ginger hotel
In taj hotel
For example:-
B.W.T.I.B.A 192
In taj hotel also from customer review they find less service
than the whatever service shown in the internet so hear
customer only give 8 rank out of 10 in facility.
B.W.T.I.B.A 193
In this gap is related with the psychological because
marketer can not do any thing in this gap because it is
comes from the mind of the customer.
For example:-
B.W.T.I.B.A 194
Chapter-15-Questionnaire
Q:- Name of hotel.
A-
Name of hotel Date of visit Star category
Taj hotel 3rd oct., 2008 5 star
Sarovar portico 18th dec., 2008 4 star
hotel
Hotel neelkanth 23rd sep., 2008 3 star
sahara
Hotelneelkanth 7th Jan., 2009 3 star
paradise
Hotel ginger 24th Jan., 2009 3 star
Hotel host inn 7th Jan., 2009 2 star
B.W.T.I.B.A 195
A-
Hotel Hotel Neelkant Neelkant Hotel Sarovar
Taj Ginger h Sahara h Host Portico
Paradise Inn
91 93 250 78 38 69
B.W.T.I.B.A 196
Q - Facilities provided by the hotels.
A-
Hotel Hotel Neelkan Neelkan Hotel Sarover
Taj Ginger th th host Inn portico
Sahara paradis
e
Banquet Tea / Banquet Banquet Travel Restaura
facility Coffee facility facility desk nt
maker facility
Car LCD TV 24 hour Car Money Banquet
parking coffee parking exchang facility
shop e
Airport Gym Car Car Wi-Fi Fitness
pickup parking facility service center
Restaura Airport Compute Doctor Safe Wi-Fi
nt pickup r facility on call deposit service
facility lockers
B.W.T.I.B.A 197
Compute Safe Safe Compute Restaura Permit
r facility deposit deposit r facility nt shop
lockers lockers facility
Gym Mini Doctor Safe Car Airport
fridge on call deposit facility pickup
lockers
Car Sky way Postal & Postal & Banquet Car
facility facility courier courier facility facility
service service
Q-location of hotels
A-
Hotel Ginger Neelkan Neelka Hotel Sarov
Taj hotel th nth Host inn ar
Sahara Paradis portic
e o
Chapter-16-conclusion
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And our overall experience after preparing this report is very
good but in some hotel we did not get good response from the
H.R. Manager of the hotel like in le-meredien hotel we did not
get good response so did not include that hotel in our report.
But in other hotel like taj hotel, neelkanth sahara hotel,
neelkanth paradise hotel, hoet inn hotel, saravar portico, ginger
hotel hotel our experience was good & very fantastic as
specially to ginger hotel & taj hotel & Sarovar portico hotel.
From the customers point of view & review of the customer all
these hotel have to improve a lot like in taj hotel customer are
not getting value for money, in neelkanth group of hotel, &
Sarovar portico hotel look of building is not good, In host inn
hotel customer view is it look like lodge & from no where it
looks like hotel so they have to improve the look of hotel.
Chapter-17-Bibliography
B.W.T.I.B.A 199
News paper
The Times of India
Business Standard
Websites
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