A Study on Consumer Preference with respect to Hotel Promenade, Puducherry.

Project report submitted in partial fulfillment of the requirements for the Degree of master of business administration in International business Submitted by K.RAJASEKARAN Register Number: 11382070
Under the guidance of Dr. S. THIYAGARAJAN, Ph.D ASSISTANT PROFESSOR

DEPARTMENT OF INTERNATIONAL BUSINESS SCHOOL OF MANAGEMENT PONDICHERRY UNIVERSITY PUDUCHERRY-605014 MAY JUNE 2012

TABLE OF CONTENTS

CHAPTER No. TITLE 1 Overview of Hotel 2 3 4 5 Industry Company Profile Research methodology Data analysis & Interpretation Findings &suggestion & 6 Conclusion Bibliography

Pg. No.

LIST OF TABLES
Table No. Title Page No.

1. 2. 3. 4. 5. 6. 7. 8. 9. 10. 11. 12. 13. 14.

First learn about Hotel Promenade Reasons to visit Visiting with whom Customer satisfaction Satisfied with menu, bar and room rates Service in handling check in and check out Clean, neat and comfortable 24*7 room services Unique ambience and experience Quality of food Presentation and style of food service Reservation handling Feel about room amenities and mini bar Recommendation to your friends and family

LIST OF CHARTS
Chart No. 1. 2. 3. 4. 5. 6. 7. 8. 9. Title First learn about Hotel Promenade Reasons to visit Visiting with whom Customer satisfaction Satisfied with menu, bar and room rates Service in handling check in and check out Clean, neat and comfortable 24*7 room services Unique ambience and experience Page No.

10. 11. 12. 13. 14.

Quality of food Presentation and style of food service Reservation handling Feel about room amenities and mini bar Recommendation to your friends and family

Chapter-1-overview of hotel industry

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. Today hospitality sector is one of the fastest growing sectors in India. It is expected to grow at the rate of 8% between 2007 and 2016. Many international hotels including Sheraton, Hyatt, Radisson, Meridian, Four Seasons Regent, and Marriott International are already established in the Indian markets and are still expanding. Nowadays the travel and tourism industry is also included in hospitality sector. The boom in travel and tourism has led to the further development of hospitality industry. Hotel Industry in India Hotel Industry in India has witnessed tremendous boom in recent years. Hotel Industry is inextricably linked to the tourism industry and the growth in the Indian tourism industry has fuelled the growth of Indian hotel industry. The thriving economy and increased business opportunities in India have acted as a boon for

Indian hotel industry. The arrival of low cost airlines and the associated price wars have given domestic tourists a host of options. The 'Incredible India' destination campaign and the recently launched 'Atithi Devo Bhavah' (ADB) campaign have

also helped in the growth of domestic and international tourism and consequently the hotel industry. In recent years government has taken several steps to boost travel & tourism which have benefited hotel industry in India. These include the abolishment of the inland air travel tax of 15%; reduction in excise duty on aviation turbine fuel to 8%; and removal of a number of restrictions on outbound chartered flights, including those relating to frequency and size of aircraft. The government's recent decision to treat convention centers as part of core infrastructure, allowing the government to provide critical funding for the large capital investment that may be required has also fuelled the demand for hotel room. The opening up of the aviation industry in India has exciting opportunities for hotel industry as it relies on airlines to transport 80% of international arrivals. The government's 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.

Hotel Industry in India currently has supply of 110,000 rooms and there is a shortage of 150,000 rooms fueling hotel room rates across India. According to estimates demand is going to exceed supply by at least 100% over the next 2 years. Five-star hotels in metro cities allot same room, more than once a day to different guests, receiving almost 24-hour rates from both guests against 6-8 hours usage.

With demand-supply disparity, hotel rates in India are likely to rise by 25% annually and occupancy by 80%, over the next two years. This will affect the competitiveness of India as a cost-effective tourist destination. To overcome, this shortage Indian hotel industry is adding about 60,000 quality rooms, currently in different stages of planning and development, which should be ready by 2012. Hotel Industry in India is also set to get a fillip with Delhi hosting 2010 Commonwealth Games. Government has approved 300 hotel projects, nearly half of which are in the luxury range. The future scenario of Indian hotel industry looks 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.

Chapter: 2-Company Profile:

Hotel Overview: Overlooking the mesmerizing Bay of Bengal, The Promenade is a luxurious boutique hotel offering an opulent accommodation and a wonderful service. Located in the heart of Pondicherry, the hotel is brilliantly done in French style and has a distinctly modern interior. A five star property, the hotel provides everything luxurious and in style. The Promenade also has some of the best known food and beverage places in Pondicherry. Lighthouse is a charming rooftop restaurant that gives the most amazing views of the majestic Bay of Bengal and offers a tempting barbeque and grill menu. Blue line is a fine round the clock restaurant here that has to offer its guests a good range of authentic Oriental and Mediterranean dishes. Elaborate buffets are regularly laid here. An exotic lounge is also there at The Promenade, the Risqu. It has a fine selection of wines, beers and other liquors. The bartender here can also get you some exotic cocktails and mock tails. Some nice flavors of coffee are also served here. Pondicherry Local Information: A Tamil culture with a strong French flavor and loads of cosmopolitan tendencies make Pondicherry, a place definitely worth a visit. Blessed gracefully by nature, the entire region is dotted by pretty water bodies, stretching greens and a serene ambience. Mostly untouched and least crowded, the calm and serenity that Pondicherry affords is simply amazing. The serenity of the place drew Sri Aurobindo Ashram here which in turn attracts millions who come here in pursuit of spirituality. A famous monument here is the Aayi Mandapam at the centre of the Park. The French Consulate, Raj Nivas, the former palace of Dupleix, Botanical

Gardens, Chunnambar boat house, Bharathi Park, Museum, Romain Rolland Library, Botanical Garden, Anglo-French textile mills, the 400-year old banyan tree at Keezhoor are some places worth visiting Pondicherry. The city is also a comfortable base to explore other interesting places around. Auroville, the city of unity, Kanchipuram, the temple town, Mamallapuram, the heritage town are some important places that can be visited conveniently, making Pondicherry the base. Sarovar Hotels & Resorts is a leading hotel management company and one of the fastest growing chains of hotels in India. Headed by a team of industry veterans, the Company manages and franchises 60 operational hotels across 40 cities in India and overseas, under Sarovar Premiere, Sarovar Portico, Hometel, Park Plaza and Park Inn brands. The brands cover the 3, 4 and 5 star spectrum. Sarovar Hotels also manages corporate hospitality services at the prestigious Indian Institute of Management, Ahmadabad, Hindustan Unilever Limited's training centre in Mumbai and the new campus of Indian School of Business at Mohali. Geoffrey's, the popular English Pub brand operates at multiple destinations across India. With 13 regional sales & reservations offices located across India, Sarovar Hotels & Resorts is one of the largest and most diverse hotel management.

Sarovar Hotels & Resorts pioneered in venturing into the mid-market segment in the Indian hospitality landscape. The Company over a period of 18 years has successfully churned the demand in this segment, and is now the third largest chain in India, with 60 operational hotels across 40 cities in India and overseas. It has a diverse portfolio encompassing hotels, resorts, restaurants and corporate hospitality. The properties vary by type, size and the market niche they serve. It provides a consummate and unmatched international hospitality experience at competitive price offerings.

Vision

To strengthen our position as a leading player in the hospitality landscape. Mission To provide our guests a superior hospitality experience at excellent value in varied market segments

To provide our employees a great work environment, continuous satisfaction and growth opportunities while treating each other with respect and dignity. To recognize that profitability is essential to our future success and therefore provide our property owners and investors the highest possible returns To focus on our growth and maintain consistency in product through warm, personalized service and absolute transparency in all our dealings To contribute positively to our communities and our environment Ethos: In the global communion, Sarovar Hotels has capitalized on the emerging business opportunities by adopting a dynamic and performance driven approach, evolving constantly and adapting swiftly. A strong focus on the proverbial bottom line, continued development of staff and an intricate understanding of the needs of the Indian market and consumer have catapulted the Company to its present glory. Through experts and a comprehensive involvement it tries to make every project a success. The Company firmly believes that mutual respect, long term partnerships and strong ethics and integrity are essential to achieve ultimate success. It follows the principle - ('collaboration is the key word to mutual success and growth')

Experience:

The Company is managed by competent professionals endowed with a wealth of experience. It is their keen understanding of the hospitality business and their experts in technical knowledge that has propelled the Company to the forefront of the hotel industry. Sarovar Hotels continues to enter into strategic tie-ups and excels through innovative hospitality solutions. It has pioneered unique food and beverage concepts. Geoffrey's Pubs are unanimously hailed as some of the finest in the country. It has been associated with number of prestigious projects from share groups, construction giants, premier educational institutes and other industry leaders. Expertise: Sarovar Hotels is one of the few hospitality groups that have access to a vast reservoir of experienced professionals and technical experts. The Company offers its partners:

A team of thorough professionals with an exemplary track record, all of whom have held senior management positions with the finest hotel companies in India and overseas. A strong team of corporate operating heads supported by senior specialists in Food and Beverage, Kitchen, Housekeeping, Engineering, Finance and Sales and Marketing. A strong sales network across India backed by the support of the global sales offices of Carlson Hospitality Worldwide. A strong nationwide network with the ability to deliver business to hotels. Continuous training and upgrade opportunities. Young and very motivated team of mid-level managers. Strong adaptability, proactiveness and ability to predict and adjust to environmental forces. Ability to identify market gaps / niches and expand rapidly to fill the same. Ability to attract retains, train and develop a level of talent otherwise difficult to achieve for a single unit property. Value for money marketing strategy.

Future:

Sarovar Hotels is continuously working towards developing world class systems and a training culture to deliver customer delight by continuously raising the levels of customer satisfaction. It aims to extend the same Sarovar Hotels hospitality experience in every city across India. There is a constant endeavor to evolve into a progressive organization, which extends equal opportunities of growth and progress for all its employees and partners by providing them continuous training and counseling at every stage. OBJCETIVES OF THE STUDY:

To identify the underlying factor that prompts the customers to choose promenade.

To find out reason that prompts the customer to regularly visit promenade

To find out the perception of customer regarding service provided by promenade.

To review whether the customer need are met while they stay in promenade.

To find out the regular customer satisfaction level regarding hotel promenade

CONTACTS US: MUMBAI CORPORATE OFFICE

Sarovar Hotels 42 Mittal Chambers Nariman Point Mumbai 400 021 Tel : 91 -22 - 6156 5757 Fax: 91 -22 - 6156 5758 Email : mumbai.sales@sarovarhotels.com AHMEDABAD Sales Office Sarovar Hotels 306 Kirtiman Gulbai Tekra Off. C.G. Road, Ellisbridge Ahmedabad 380 006 Tel: 91-79-26425299, 99740 22780 Fax : 91-79 26408042 Email: ahmedabad.sales@sarovarhotels.com KOLKATA Sales Office Sarovar Hotels 224A, AJC Bose Road Flat No - 201& 202, Krishna Building, Kolkata 700 017 Tel: 91-33 - 4063 3336 Fax : 91-33 - 4063 3336 Email: kolkata.sales@sarovarhotels.com

PUNE Sales Office Sarovar Hotels 312, Gera Junction, 3rd Floor Lulla Nagar,

Pune 411 048 Tel: 91-20 - 26830855 Email: pune.sales@sarovarhotels.com SURAT Sales Office Sarovar Hotels M-407, Shiv Shakti Complex Ram Chowk, Ghod-Dod Road Surat, Gujrat 395 007 Mb: 91-9974022783 Email : surat.sales@sarovarhotels.com

INDORE Sales Office Sarovar Hotels 11, South Tukoganj, M.G. Road, Indore - 452 001 Tel: 91-731-307 2727 Fax: 91-731- 307 2728 Email : indore.sales@sarovarhotels.com CHANDIGARH Sales Office Sarovar Hotels Plot No. 147-148, Industrial Area, Phase !, Chandigarh - 160002 Tel: 91 172 - 4299 999/09779111501 Email :chandigarh.sales@sarovarhotels.com

NEW DELHI REGIONAL OFFICE Sarovar Hotels Millennium, E -48/9

Okhla Phase II New Delhi - 110 020 Tel.: 91-11-2638 3851-5 Fax: 91-11-2638 3856 Email: delhi.sales@sarovarhotels.com BENGALURU Sales Office Sarovar Hotels No.1545, 2nd Floor, 1st Cross, Jeevanbhima Nagar Main Road HAL 3rd Stage Bengaluru 560 008 Tel: 91- 80 - 41153344 / 5588 / 5599 Fax : 91- 80 2527 1939 Email: bengaluru.sales@sarovarhotels.com CHENNAI Sales Office Sarovar Hotels Chona Centre, 3rd Floor 45 College Road, Nungambakkam Chennai 600 006 Tel: 91-44-28265566 / 6644 / 4488 Fax : 91-44 2826 0060 Email : chennai.sales@sarovarhotels.com HYDERABAD Sales Office Sarovar Hotels Sree Sree Towers, Flat no. G-1, Door No: 7-1-75, Dharam Karam Road, Ameerpet, Hyderabad 500 038 Tel: 91-40 - 2374 1666 Fax : 91-40 - 4002 4844 Email: hyderabad.sales@sarovarhotels.com

LUDHIANA Sales Office Sarovar Hotels Majestic Park Plaza, Ferozepur Road, Ludhiana 141 001 Tel : 91-161 277 3000 Ext : 4390 Fax : 91-161 277 0111 Email : ludhiana.sales@sarovarhotels.com VADODARA Sales Office Sarovar Hotels 64, Pratham Upvan, Sun Pharma Road, Tandelija, Vadodara - 390 012 Tel: 91-99740 12410 Email : vadodara.sales@sarovarhotels.com

MARKETING & COMMUNICATIONS Sarovar Hotels Manika Bassi Giri Email :manika@sarovarhotels.com FEEDBACK Sarovar Hotels Email : guestcomment@sarovarhotels.co

Future Openings: Chennai Delhi Jaipur Thekkady Tirupati Hometel Chennai-Vandalur. Park Plaza, Shahdara, Delhi. Hometel Jaipur. Poetree Sarovar Portico Thekkady Sarovar Portico Tirupati

Our Hotels
Ahemdabad

Sarovar Portico
Baddi

Park Plaza

Legend Sarovar Portico

CHAPTER 3 -RESEARCH METHOLOGY

MEANING OF RESEARCH The advanced learners dictionary of current English lays down the meaning of research as a careful investigation or inquiry especially through search for new facts in any branch of knowledge. Research is thus an original contribution to the existing stock of knowledge making for its advancements. It refers to the systematic method consisting of enunciating the problem, formulating a hypothesis, collecting the facts, data, analyzing th e facts and r eachi ng cer tai n concl us ion eit her i n t he for m o f sol u t io n s towar ds the concerned problem or in certain generalizations for some theoretical formulation. OBJECTIVES The main aim of research is to find out the truth which is hidden and which has not yet discovered. The objectives of carrying out researches are to gain familiarity with a phenomenon to achieve new insights into it. To portray accuracy

To determine the frequency with which something occurs or with which it is associated with something else. To test hypothesis of a casual relationship between variables. TYPE OF RESEARCH: Exploratory research is often conducted because a problem has not been clearly defined as yet, or its real scope is as yet unclear. It allows the researcher to familiarize him/herself with the problem or concept to be studied, and perhaps generate hypotheses (definition of hypothesis) to be tested. The purpose of the study is to find out the responses of jobseekers who are searching for jobs through various recruitment solutions. So the study is Exploratory in nature. SAMPLING TECHNIQUE:

Sampling area Sample size Sampling method Sampling unit

: Pondicherry : 50 : Convenient sampling : consumer

SAMPLING DESIGN :

o The method adopted for selecting a sample is sampling procedure o Respondents were chosen on the basis of non-probability sampling under which convenience sampling was used. o Non-probability sampling method which involves a convenient selection of particular units from the universe for constituting a sample, which represents the universe. o When population elements are selected for inclusion in the sample based on the ease of access it is known as convenience sampling.

DATA COLLECTION:

In order to analyze the response of the consumers who are using different consumers feedbacks. PRIMERY DATA:

The primary data was collected from the consumer from puducherry through questionnaire survey. SECONDARY DATA: The secondary data was collected from the company, website and magazines. CONVENIENT SAMPLING: A convenience sample is a sample where the patients are selected, in part or in whole, at the convenience of the researcher. The researcher makes no attempt, or only a limited attempt, to insure that this sample is an accurate representation of some larger group or population. The classic example of a convenience sample is standing at a shopping mall and selecting shoppers as they walk by to fill out a survey. In contrast, a random sample is one where the researcher insures (usually through the use of random numbers applied to a list of the entire population) that each member of that population has an equal probability of being selected. Random samples are an important foundation of Statistics. Almost all of the mathematical theory upon which Statistics are based rely on assumptions which are consistent with a random sample. This theory is inconsistent with data collected from a convenience sample. In general, the Statistics community frowns on convenience samples. You will often have great difficulty in generalizing the results of a convenience sample to any population that has practical relevance.

Still, convenience samples can provide you with useful information, especially in a pilot study. To interpret the findings from a convenience sample properly, you have to characterize (usually in a qualitative sense) how your sample would differ from an ideal sample that was randomly selected. In particular, pay attention to who might be left out of your convenience sample or who might be underrepresented in your sample. DISCUSSION: Convenience sampling generally assumes a homogeneous population, and that one person is pretty much like another. Whilst people are known to be different, the difference is assumed to be probabilistic - thus if 80% of a sample prefer coffee to tea, you might conclude that 80% of the population at large would choose coffee. In practice, your sample may be mostly middle class Parisians and the same test in London may well give a different result. Many famous psychological experiments were done with available people. Most typically, experiments done in universities use students, simply because they are cheap, willing and available. This has caused significant debate about the validity of results. Convenience sampling is also known as Opportunity Sampling, Accidental Sampling or Haphazard Sampling. Convenience sampling is a non-probability sampling method.

TOOLS USED: The tools that are used initially are Percentage Analysis Weighted average method Chi- square test PERCENTAGE: Percentage analysis refers to a special kind of ratio; percentages are used in making comparison between two or more series of data percentages are used to describe the relationships. Percentage is calculated are follows, = d / n * 100 Whered is the number of respondents Where n is the base of figure of sample group. No.of respondents favourable Percentage of respondents = ------------------------------------------- *100 Total no. of respondents

WEIGHTED AVERAGE METHOD: The term weight stands for relative importance of different items.

Weights have b ee n ass i gn e d to vari ous ranks . The wei ght ed scor e is c al cu la t e d by mu l ti p l y i n g the number of respondent s in a cell wi t h t he ir re la ti ve we i gh t s a nd t he whol e number is summed upt o gi ve the we i gh t e d sco re fo r t ha t fac t or . In t hi s met hod wei ght s ar e assigned to the items. The formula for computing weighted average i_ X= WX/ W_ Where X is weighted arithmetic mean X = the variable value i.e. x, x1, x2..xnW= weight attached to the variable value i.e. w1, w2 wn CHI-SQUARE: Chi-square is a statistical test commonly used to compare observed data with data we would expect to obtain according to a specific hypothesis The formula for calculating chi-square ( x2) is: x2= x (o-e)2/e That is, chi-square is the sum of the squared difference between observed (o) and the expected (e) data (or the deviation, d), divided by the expected data in all possible categories.

STABLES AND CHARTS Various kinds of tables and charts are used to represent the survey findings and result. Chart like bar diagram is used. BAR DIAGRAM

This diagram consists of a series of rectangular bars standing on a common base. The length of the bars is proportional to their magnitude. The comparison among the basis based on lengths. There are three types of bar diagram. Simple bar diagram Multiple bar diagram Component bar diagram DATA INTERPRETATION Interpretation refers to the task of drawing influences from the collected facts. It is an analytical and or experimental study. In fact it is a research for border meaning of research findings. Data interpretation is concerned with relationship within the collected data, partially with relationship within the collected data. Partially overlapping analysis interpretation is also entered beyond the data of the study to include the result of other research, theory and hypothesis

CHAPTER 4-DATA ANALYSIS AND INTERPRETATION

Table: 1 How to know the hotel First learn about Hotel Promenade Friends/Business Associate Brochures/Hotel Directory Travel agent Advertising Website Any Other No. of Respondent 8 6 5 9 17 5 % of Respondent 16% 12% 10% 18% 34% 10%

Total

50 Chart:1 How to know the hotel

100%

35 % 30 % 25 % 20 % 15 % 10 % 5% 0%
Interpretation:

F riends/B usines s Associate B rochures/Hotel Directory Travel ag ent Advertising W ebsite Any Other %of R pondent es
16% of respondents are know about the friends and business associates . 12% of respondents are know about the brochures and hotel directory. 10% of respondents are know about the travel agent. 9% of respondents are know about the advertising. 34% of respondents are know about the website. 0% of respondent is know about the any other. Table:2 Reason to visit No. of respondent 20 11 0 10 % of respondent 40% 22% 0% 20%

Reason to select Environment New hotel Courtesy and friendliness Only major hotel

Room rate/Package Price Total

09 50 Chart:2 Reason to visit

18% 100%

40% 35% 30% 25% 20% 15% 10% 5% 0%

Interpretation: 40% of the respondents are visit for environment. 22% of the respondents are visit for new hotel. 0% of the respondents are visit for friendliness. 20% of the respondents are visit for only major hotel. 18% of the respondents are visit for room rate an package price.

E nvironm ent New hotel C ourtes and y friendlines s Only m jor hotel a R oomrate/P ackag e P rice

%of res pondent

Table:3 Visiting with whom

Visiting with whom Alone Friends Family Total

No. of respondents 20 14 16 50

% of respondents 40% 28% 32% 100%

Chart: 3 Visiting with whom

40% 35% 30% 25% 20% 15% 10% 5% 0% %of res pond ents Alone F riends Fm a ily

Interpretation: 40% of the respondents visit to the hotel in alone. 28% of the respondents visit to the hotel with friends. 32% of the respondents visit to the hotel with family.

Table: 4 Level of customer satisfaction Customer Satisfaction Yes No Total No. of respondent 45 5 50 Chart:4 Level of customer satisfaction % of respondent 90% 10% 100%

90% 80% 70% 60% 50% 40% 30% 20% 10% 0%

Y es No

%of res pondent

Interpretation: 90% of the respondents are satisfied about the customer satisfaction. 10% of the respondents are dissatisfied about the customer satisfaction.

Table: 5 Satisfied level of menu, bar and room rates Satisfied with menu, bar and room rates Yes No Total 43 7 50 86% 14% 100% No. of respondents % of respondents

Chart:5 Satisfied level of menu, bar and room rates

100% 80% 60% 40% 20% 0% %of respondents Y es No

Interpretation:

86% of the respondents are satisfied about menu ,bar and room rates. 14% of the respondents are dissatisfied about menu ,bar and room rates.

Table: 6 Services hand lying Service in handling check in and check out Prompt Courteous Total 28 22 50 56% 44% 100% No. of respondents % of respondents

Chart:6 Services hand lying

60% 50% 40% 30% 20% 10% 0% %of respondents Prom pt courteous

Interpretation: 56% of the respondents are prompt about the check in & check out. 44% of the respondents are courteous about the check in & check out.

Table: 7 Cleanness about the hotel

Clean, neat and comfortable Yes No Total

No. of respondents

% of respondents

36 14 50

72% 28% 100%

Chart:7 Cleanness about the hotel

80% 70% 60% 50% 40% 30% 20% 10% 0% %of res pondents Y es No

Interpretation: 72% of the respondents are satisfied about the clean ,neat and comfortable. 28% of the respondents are dissatisfied about the clean ,neat and comfortable Table: 8 24*7 room services 24*7 room services Agree Certain Disagree Total No. of respondents 7 37 6 50 % of respondents 14% 74% 12% 100%

Chart:8 24*7 room services

8 0% 7 0% 6 0% 5 0% 4 0% 3 0% 2 0% 1 0% 0 % %of res pondents Ag ree C ertain D ag is ree

Interpretation:

14% of the respondents are agree to the room services. 74% of the respondents are certain to the room services. 12% of the respondents are disagree to the room services.

Table: 9 Ambience and experience Unique ambience and No. of Respondents % of respondents

experience Agree Uncertain Disagree Total 30 20 0 50 60% 40% 0% 100%

Chart: 9 Ambience and experience

60 % 50 % 40 % 30 % 20 % 10 % 0% %of respondents Ag ree Uncertain Disag ree

Interpretation: 60% of the respondents are agree to the hotel ambience and experience. 40% of the respondents are uncertain to the hotel ambience and experience. 0% of the respondents are disagree to the hotel ambience and experience.

Table: 10 Quality of food Quality of food Fabulous Good No. of respondents 15 27 % of respondents 30% 54%

Average Poor Total

8 0 50

16% 0% 100%

Chart:10 Quality of food

60% 50% 40% 30% 20% 10% 0% %of res pondents F abulous Good Averag e P oor

Interpretation: 30% of the respondents are fabulous about the quality of the food. 54% of the respondents are good about the quality of the food 16% of the respondents are average about the quality of the food. 0% of the respondents are poor about the quality of the food.

Table: 11 Presentation and style of food service Presentation and style of food service Fabulous Good Average Poor Total No. of respondents % of respondents

12 29 9 0 50

24% 58% 18% 0% 100%

Chart: 11 Presentation and style of food service

60% 50% 40% 30% 20% 10% 0% %of respondents F bulous a Good Avera e g P oor

Interpretation: 24% of the respondents are fabulous about the presentation and style of food service. 58% of the respondents are good about the presentation and style of food service. 18% of the respondents are average about the presentation and style of food service. 0% of the respondents are poor about the presentation and style of food service.

Table: 12 Reservation handling Reservation handling Fabulous No. of respondents 22 % of respondents 44%

Good Average Poor Total

24 4 0 50

48% 8% 0% 100%

Chart: 12 Reservation handling

50% 45% 40% 35% 30% 25% 20% 15% 10% 5 % 0 % %of res pondents F abulous Good Averag e Poor

Interpretation: 44% of the respondents are fabulous about the reservation handling.

 48% of the respondents are good about the reservation handling. 8% of the respondents are average about the reservation handling. 0% of the respondents are poor about the reservation handling.

Table: 13 Feel about room amenities and mini bar Feel about room amenities and mini bar Fabulous Good Average Poor Total No. of Respondents % of respondents

14 31 5 0 50

28% 62% 10% 0% 100%

Chart: 13 Feel about room amenities and mini bar

70% 60% 50% 40% 30% 20% 10% 0% %of res pondents F abulous Good Averag e Poor

Interpretation: 28% of the respondents are fabulous about the feel of the room amenities and mini bar.

62% of the respondents are good about the feel of the room amenities and mini bar.

10% of the respondents are average about the feel of the room amenities and mini bar. 0% of the respondents are poor about the feel of the room amenities and mini bar.

Table: 14 Recommendation to the hotel Recommendation to your family and friends No. of respondents % of respondents

Yes No Total

45 5 50

90% 10% 100%

Chart: 14 Recommendation to the hotel

90% 80% 70% 60% 50% 40% 30% 20% 10% 0%

Y es No

%of respondents

Interpretation: 90% of the respondents are satisfied to recommend to others. 10% of the respondents are dissatisfied to recommend to others.

Findings and suggestion:

Findings:
34% of respondents are know about the website. 40% of the respondents are visit for environment. 40% of the respondents visit to the hotel in alone. 90% of the respondents are satisfied about the customer satisfaction. 86% of the respondents are satisfied about menu ,bar and room rates. 56% of the respondents are prompt about the check in & check out. 72% of the respondents are satisfied about the clean , neat and comfortable. 74% of the respondents are certain to the room services. 60% of the respondents are agree to the hotel ambience and experience. 54% of the respondents are good about the quality of the food 58% of the respondents are good about the presentation and style of food service 48% of the respondents are good about the reservation handling. 62% of the respondents are good about the feel of the room amenities and mini bar. 90% of the respondents are satisfied to recommend to other

Suggestion:
9% of respondents are know about the advertising.

 18% of the respondents are visit for room rate an package price. 28% of the respondents visit to the hotel with friends. 10% of the respondents are dissatisfied about the customer satisfaction.

14% of the respondents are dissatisfied about menu ,bar and room rates.

44% of the respondents are courteous about the check in & check out. 28% of the respondents are dissatisfied about the clean ,neat and comfortable. 12% of the respondents are disagree to the room services. 40% of the respondents are uncertain to the hotel ambience and experience. 16% of the respondents are average about the quality of the food. 18% of the respondents are average about the presentation and style of food service. 8% of the respondents are average about the reservation handling. 10% of the respondents are average about the feel of the room amenities and mini bar 10% of the respondents are dissatisfied to recommend to others.

BIBLIOGRAPHY Research methodology is taken from the author of F.Khotler. On the Websites: www.google.com www.sarovar hotels.com www.hotel industry.com

QUESTIONNAIRE

Personal Details: Name: Address: . Telephone no.: E.mail: Birthday: . Anniversary: 1. How did you first learn about Hotel Promenade? Friends/Business Associate Brochures/Hotel Directory Travel Agent Advertising Website Any other 2. Please check the most important reasons why you have selected the (Hotel) on this visit? I like the environment I prefer staying a new hotel The courtesy and friendliness of the employees This is the only major hotel available Room rate/Package price

3. With whom you are visiting Hotel Promenade? Alone Friends Family

4. Were you satisfied with the customer service at the Hotel Promenade you visited? Yes No

5. Were you satisfied with the menu, bar, and room rates? Yes No

6. Service in handling check in and check out. Prompt Courteous

7. Clean, neat and comfortable. Yes No

8. Do you feel the hotel offers 24*7 room services for all guests? Agree Uncertain Disagree

9. Do you agree the fact that this hotel has unique ambience and experience? Agree 10.Quality of food. Fabulous Good Average Poor Uncertain Disagree

11.Presentation and style of food service. Fabulous Good Average Poor

12.Whats about your reservation handling? Fabulous Good Average Poor

13.How you feel about the room aminities and mini bar? Fabulous Good Average Poor

14.Will you recommend this hotel to your friends and family? Yes No

Suggestions

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