Theoretical Framework and Research Methodology

Hotels Vantage Point

INTRODUCTION

Vantage Point Literally means different pieces put together, and as the name suggests the Boutique Hotel should exactly be a Vantage Point of best services, sounds , lights and People put together in perfect symphony.

Located in the heart of Meeruts business hub, Vantage Point offers 48 well appointed business rooms in three categories of rooms; Deluxe, Club and Suite. The rooms boasts the latest technology gadgets, a fully loaded business desk, InRoom comforts with an eye to detail attending to personalized needs of a discerning business traveler. VANTAGE POINT MEERUT, an upscale city centre business hotel provides an ideal choice for all visitors to Meerut. An oasis of hospitality, it seeks to satisfy the accommodation and dinning needs of those travelling for business or leisure. Being a primarily corporate destination, the hotel is fully equipped with facilities and technology to cater to all the business needs to corporate travelers. Apart from the downtown location in vicinity of the commercial and shopping district, with metro station at less than 100 meters offers excellent connectivity to New Meerut and a 15 minutes seamless journey to Pragati Maidan, the event and exhibition hub of New Meerut. In addition to exceptional accommodation and dining facilities, we also offer special packages and promotions to make your experience even more memorable and enjoyable. Easy connectivity to the neighbourhood of Meerut, Greater Meerut, Meerut, Mohan Co-operative, New Friends colony, Okhla, Nehru Place and Faridabad, Vantage Point has in offer, Four, Food & Beverage outlets, namely; Fluid The Lounge Bar, One Up The Multi-cuisine restaurant, Vantage Point Lounge The business lunge and last but, not the least, Conferencing & Banqueting Halls. Fluid The riotous glam of the 70's and 80's disco have given way to the safer elegance and glamour of the todays nightlife niche, the lounge bar. Cosy up on soft couches amid the florid interiors and great music, patrons prefer talking and relaxing more than shaking a leg. And keeping up with the trend is the Lounge Bar at Vantage Point that gels in beautifully within the definition of best services, sounds, light s and People put together in perfect symphony. Latitude Multi-cuisine restaurant, One floor Up, above the lobby of the hotel with a subtle beige colour theme and a frosted Vantage Point patterns on the bay windows, offers delectable Continental, Oriental and Indian curries & kebabs to the deserving taste buds. A wide range of a la carte menu comprises Salads, Sandwiches, Burgers and an array of Beverages.

Vantage Point Lounge Lobby level boasts a plush lounge, tempting nostrils with the best of Arabian coffee beans and offers eye-tempting finger luscious patisserie and savories. Conferencing and Banqueting Conferencing facilities with state of the art audio visual equipment in different seating arrangements. Banqueting facilities stand-up to the varied social events for the neighbourhood.

Shipra group is a premier real estate development company established in late 80s. Today Shipra Group, under the dynamic leadership of Mr. Mohit Singh has already undertaken development of many Integrated Townships, Malls, Multiplexes, Hotels and IT/Business parks. With a turn over in excess of US$ 38 Million and a net-worth of US$ 73 Million, Shipra Group is Indias one of the leading real estate developers. It has successfully transferred ownership of over 8,200 residential units and has recently launched Indias one of the largest shopping mall Shipra Mall. It is a fast growing company taking initiatives in development of Integrated Townships across various cities in India.

About Us Shipra Group is the culmination of the common-man dream, dream to provide an

ultimate need in housing. Under the guidance of our young and dynamic Managing Director, Mr. Mohit Singh, the group has today fast emerged as a force to reckon within the world of real estate. With over 20 years of experience and professional approach of the organization, Shipra Group has a turnover in excess of US$ 38 million, net worth of US$ 73 million with an asset base of US$ 713 million. Shipras flagship business has always been real-estate development in northern India, but today we also have substantial footprints in hospitality and entertainment industries. Today, the group is pulsating with the energy of expansion and is ready to move to the farther corners of India and the world. Shipra is currently developing residential and commercial projects, hotels including 5 star properties, water and amusement parks, malls and multiplexes, technology parks etc. The air of the organization is to deliver excellent quality product to the utmost satisfaction of the customer, and as per their requirements. The vision is Embracing diverse technology & customer delight. Hotels Group Hotels Musoorie Established in 1986, in Mussoorie, a prime locality, with innovative value additions, this 80-room property has classic rich ambience and well furnished suites/rooms with 24-hour room service. Features & facilities are:

business &

excellence with ethics, enabling

in professionalism, innovation

Offers all facilities of a 3 Star Hotel Centrally air-conditioned with telephone Color TV & refrigerator Located on Mall road which is one of the centre point of Mussoorie Pleasing view from the windows Luxurious rooms, bar & restaurant, conference hall Ample parking space

Meerut This hotel has 36 rooms property located in downtown area east of Meerut. The commuting takes just few minutes from Connaught Place and New Meerut Railway

Station and it is 1 kms from Meerut Bus Stand. It offers all facilities of a Three Star.

Prime locality Conferencing facilities Classic Rich Ambience, Well appointed Suites / Rooms Centrally Air-conditioned with Telephone Color TV & Refrigerator 24-hour Room Service Business Centre with Integrated

Communication

Facilities

Meerut Established in 1990, it is the oldest hotel and a landmark of Meerut. Features and Facilities are:

Only hotel with a full-fledged bar Close vicinity to Commercial / Government Offices Easy access and commuting from railway station, bus depot and business area 21 spacious rooms with a Multi-cuisine restaurant

Multiplexes Jam JAM, the 1135 + 18 Platinum class seater multiplex (3 theaters), has been designed

keeping in view the finest cinema experience. The important features are:

The baffle wall has been designed keeping the parameters of THX, with sound of Martin Audio ( London) that can leave you spell bound. The acoustics are of world fame Ecophone that transacts a person to listen that one little drop of water that falls from the lovers eye. The projectors are from Strong International of USA to give that projection that mesmerizes your vision. The seats are of total comfort that sends you rocking throughout the movie. The carpeting is from USA keeping that fine element of dust not floating in the atmosphere. Air-conditioning with Ozonizers that keeps the freshness alive throughout the movie. The Platinum Lounge seats and area is designed keeping in mind the element of Zen (Buddha ).

From the basic to the more complex or specialised developments, the choice is yours. JAM cinema won the prestigious TAAL cinema design of the year award for the year 2005. Needless to say this award stands upfront as a landmark in cutting edge technology and magnificent cinematic experience. Multiplexes Wave Shipra Wave Shipra cinema has recently emerged as an outstanding place for watching your favourite movies and have fun at the same time. Currently at two locations, Wave Shipra cinema has already established itself as a key location for a fun and frolic environment. Not only as a beautiful place with its catchy ambiance, wave Shipra cinema theatres are well equipped with the latest technology for its sound and picture projection. In the offer are a 63 seater multi-branded Food Court and WAVE SHIPRA, the 1770 + 34 Platinum Class seater Multiplex (5 theaters) making it as one of the first in the city. Owing to its appeal and the variety it offers, it acts as a sheer crowd puller. The theater had witnessed phenomenal footfalls of over 25,000 on Christmas last year.

One of the fastest growing sectors of the economy of our time is the hotel industry. The hotel industry alone is a multi-billion dollar and growing enterprise. It is exciting, never boring and offer unlimited opportunities. The hotel industry is diverse enough for people to work in different areas of interest and still be employed within the hotel industry. This trend is not just in India, but also globally. Modern hotels provide refined services to their guests. The customers or guests are always right. This principle necessitated application of management principles in the hotel industry and the hotel professionals realized the instrumentality of marketing principles in managing the hotel industry. The concept of total quality management is found getting an important place in the marketing management of hotels. The emerging positive trend in the tourism industry indicates that hotel industry is like a reservoir from where the foreign exchange flows. This naturally draws our attention on HOTEL MANAGEMENT. Like other industries, the hotel industry also needs to explore avenues for innovation, so that a fair blending of core and peripheral services is made possible. It is not to be forgotten that the leading hotel companies of the world have been intensifying research to enrich their peripheral services with the motto of adding additional attractions to their service mix. It is against this background that we find the service mix more flexible in nature. The recruitment and training programmes are required to be developed in the face of technological sophistication. The leading hotel companies have been found promoting an ongoing training programme so that the personnel come to know about the use of sophisticated communication technologies.

Hotel The Concept At the outset, we go through the concept of hotel. The common law says that hotel is a place where all who conduct, themselves properly and who being able and ready to pay for their entertainment, accommodation and other services including the boarding like a temporary home. It is home away from home where all the modern amenities and facilities are available on a payment basis. It is also considered to be a place where tourist stops, cease to be travellers and become customers. The definition presented by hotel operators to authorities of the National Recovery Administration in Washington is found to be a more comprehensive definition, presented by Stuart Mc Namara. The definition states that, Primarily and fundamentally, a hotel is an establishment which supplies boarding and lodging not engaged in inter state commerce or in any intra state commerce, competitive with or affecting inter state commerce (or so related that the regulation of one involves the control of other). The hotel may furnish quarters and facilities for assemblage of people for social business or entertainment purposes and may engage in retaining portion of its premises for shops and businesses whose continuity (i.e., proximity) is deemed appropriate to a hotel. The assemblage of people for social business and entertainment purposes makes it essential that hotels are also furnished with a big conference hall where the maximum possible accommodation is available. We also call it the function room. Motel The Concept Initially the term motel was meant for local motorists and foreign tourists travelling by road. They serve the needs and requirements of these travellers and meeting their demand for transit and accommodation. Some of the important services offered by the motels are parking, garage facilities, accommodation, and restaurant facilities.

Motels are found located outside the city, preferably by the side of high ways and important road junctions. The accommodation in this is more in the category of a chalet facility. In USA, the motel accommodation is ranked at par with hotel accommodation. Origin of the word Hotel Before 1760 people used to go to inns for having their lunch, dinner etc .It was the place where families used to host their guest inns owner used to provide lodging and boarding facility service to their guest. To world hostel was used then it was called hostelier which means head of unit or the place. The Norman people invented the word hotel. The word hotel was originally in England, officially from 1760. The real growth of modern hotel was originated in U.S.A with opening of City Hotel in New York in the year 1974. This was the first building erected for the hotel purpose. This period also saw the beginning of chain operation under the guidance of E.M.STATLER. It involves big investment, big profits and trained professional to manage business.

Origin of Hotel Industry The repreciation in 1930 had a disaster effect in a hotel industry after the World War II and brought a tremendous up surge to hotel industry with continuous prosperity of hotel industry. Mass travel is a modern phenomenon that emerged after World War II. Mass tourism continues to grow as political freedom, economic wherewithal and social equality spread across the globe. With the economic engine of development running at full steam, there was a growth in international travel and thereby growth in hotel industry.

Estimates abound as to the importance and size of house keeping. Certainly, its economic contribution is critical to the global economy whether as a service to the business community.

Background of Hotel Industry Prior to the 1980s, the Indian hotel industry was a nascent and slow growing industry primarily consisting of relatively static, single hotel companies. However, Asian games in 1982 and the subsequent partial liberalization of the Indian economy generated tourism interest in India with significant benefits accruing to the hotel and tourism sector in terms of improved demand patterns. Fortunes of the hotel industry are tied to the fortunes of tourism and the general business climate in the country, which is why the economic liberalization initiatives implemented since 1991, led to a soaring demand and supply gap in the hotel industry. About Vantage Point Meerut Hotel : Located in the center of business and commercial districts, this Meerut hotel keeps client satisfaction as their main motive of service through the best available and elite standards of hospitality. The sheer luxury, comfort and world class services from the evergreen friendly staff can definitely relax you and add to your enjoyment and fun for a truly memorable stay. The accommodations at Hotel Vantage Point is an example of refined luxury, personal touches and superior amenities and services that provides a forefront of a worlds new perspective to the most comfortable stay.

Acomodation Facilities Available at Vantage Point Meerut Hotel : Hotel Vantage Point has close to 50 well appointed and centrally air conditioned rooms. All the rooms are decorated with modern furnishings and equipped with the facility of direct dialing telephones, cable connected television, mini bar, and round the clock room service with doctor on call. Restaurants Facilities Available at Vantage Point Meerut Hotel : Hotel Vantage Point has three very exclusive restaurants to its property. Latitude for Indian and Continental dishes, Fluid is a lounge area of the hotel for beverages, and Mlounge which is a pastry and coffee shop. Amenities and Services Available at Vantage Point Meerut Hotel : Broadband Facility, telephone facility, T.V., Bar Service, Hot/Cold running water, Free Room Service, Restaurant, Tea/Coffee Maker in all rooms, Credit Card Facility, Newspaper, Fax, Laundry Facility, Doctor on call, Safe Deposit Box Business Centre, Convention Centre, Front Desk, Money Changer, Secure Parking, Car Rental are among the services and amenities available at Hotel Mosai

Classifications of hotels On the basis of standards: Like most of the countries in world, India also has hotels divided in different categories depending on their location, facilities, infrastructure and amenities provided. All the star hotels in India are government approved with continuous control on the quality of services offered. Five Star Hotels: - The most luxurious and conveniently located hotels in India are grouped under Five Star Deluxe Hotel categories. Five Star Deluxe in India are globally competitive in the quality of service provided, facilities offered and accommodation option. These are top of the line hotels located mostly in big cities. These hotels provide all the modern facilities for accommodation and recreation matching international standards in hospitality. In such type of hotel HR department are established separately

and to execute and to follow the concept of HR strictly, HR professional are hired. Four Star Hotels: - A rung below five star hotels are Four Star Hotels, these hotels provide all the modern amenities to the travelers with a limited budget. Quality of services is almost as high as the five stars and above categories. These kinds of hotels are there for the travelers with limited budget or for the places which might not get the tourist traffic associated with larger cities. In such type of hotel concept of HR is more or less followed. Three Star Hotels: - These are mainly economy class hotels located in the bigger and smaller cities and catering to the needs of budget travelers. Lesser in amenities and facilities, these hotels are value for money and gives good accommodation and related services on the reduced price. Services would be stripped down version of higher categories of hotels but sufficient to fulfill customer basic needs. In such type of hotel concept of HR may or may not be present. If present all functions of HRD is curtailed. Two Star Hotels: - These hotels are most available in the small cities and in particular areas of larger cities. Catering to the backpacker tourist traffic, these hotels provide all the basic facilities needed for general accommodation and offers lowest prices. In this type of hotel concept of HR is absent. One Star Hotels:- The hotels with most basic facilities, small number of rooms locations in the far-flung areas are grouped under One Star Hotel category. These hotels are best when customer is looking for cheapest available accommodation option. In this type of hotel concept of HR is alien words.

 On the basis of Nature: Heritage Hotels Heritage hotels in India are best if one is looking for sheer elegance, luxury and loyal treatment. They are not just another accommodation options but tourist attractions in themselves. Exquisitely designed and decorated, meticulously preserved, high standards of service and ethnic cultural motifs helps the tourists get the complete experience of an India. Beach Resorts Hotels Peninsular India bounded by Arabian Sea, Bay of Bengal, Indian Ocean and the two emerald archipelagos of Lakshwadeep and Andaman and Nicobar have a long coast line of around 7500 km, offering an amazing array of beaches, some popular, some not so well known. Thus location of resort is the basic point of attraction for tourists. Wild Resorts Hotels A wildlife tour is incomplete if one does not actually live in a forest for a few days. It means living in a rest house or a tent the midst of the dense wilderness and waking up to the twittering of birds. Government Approved Hotels These are the hotels, which might not have applied for star categorization or small enough to find them in the list. Many of the wildlife resorts, lodges and hostels are government approved providing a minimum level of accommodation facilities at far off places. Residential Hotels The residential hotels work as apartment house. Often we call them apartment hotels. The hotels charge rent on monthly, half yearly, or yearly basis. They are generally located in big cities and towns where no meals are served to the customers. Initially, the residential hotels were developed in

the USA. The services offered here are comparable to an average well managed home.

Commercial Hotels The commercial hotels are meant for the people who visit a place of trade and commerce or business purposes and therefore these hotels are found located at the commercial or industrial centers. They focus their attention on individual travelers and are generally run by owners. Floating Hotels The floating hotels are located on the water surface. The places are sea, river, and lake. These hotels provide with all the facilities and services made available in a good hotel. In the leading tourist generating countries of the world we find the practice of using old luxury ships as floating hotels.

USERS OF HOTEL INDUSTRY In marketing hotel services, it is important to know about the different types of users availing the services with diverse aims and objectives. This would ease the task of marketers specially while studying the behavioural profile. The following is the classification of different categories of domestic and foreign users.