Project Submitted to the Mumbai University In partial fulfillment of the requirements for the award of the Degree of
Project Guide:
Certificate
This is certify that Dipti D. Shirke student of MASTER OF MANAGEMENT STUDIES FROM DILKAP RESEARCH CENTER OF ENGINEERING AND MANAGEMENT STUDIES (DRIEMS) Neral (W). Has completed his project work successfully & Satisfactory on subject working Analyzing Problems in Landmark Fort Hotel through Customer feedback Survey for partial fulfillment of the Course of Master of Management studies degree of Mumbai university.
DATE:-
PROJECT GUIDE
DIRECTOR
COURSE CO-ORDINATOR
EXTERNALEXAMINER
Certificate
TO WHOMSOEVER IT MAY CONCERN
This is to certify that Dipti. D. Shirke has been working in our Firm from 1st of May 2013 to 30th of June 2013 and during this period we found her hardworking & sincere. We wish her best of luck for her future endeavors.
ACKNOWLEDGEMENT
In the first place, I would like to thank Suman Educational Trust, and Director- Dilkap Research Centre and Institute of Management Studies for providing me with excellent infrastructural support in the Institute. I am also thankful to Prof. Surbhi Agarwal and the Management Team, for having given me their valuable guidance for the project. Without their help it would have been impossible for me to complete the project. I would also like to thank the various people from the Hotel Industry who have provided me with a lot of information and in fact even sharing some of the confidential Hotel data. Mainly I thankful to Mr. Hitesh Mulchandani (Director of Landmark Fort Hotel) ,without their direction I cannot do my work properly. many of which I have used in this report and without which this project could not have been completed. I would be failing in my duty if I do not acknowledge with a deep sense of gratitude the sacrifices made by my parents and thus have helped me in completing the project work successfully.
INDEX
No. 1. 2. 3. 4. 5. 5.1 5.2 5.3 5.4 6. 7. TOPIC Page No. INTRODUCTION OF STUDY HOTEL PROFILE THEORATICAL BACKGROUND INTRODUCTION OF HOTEL INDUSTRY INTRODUCTION OF LANDMARK FORT HOTEL OVERVIEW OF HOTEL DESIGN OF HOTEL PACKAGE OF ROOMS COMPLIMENTRY PRODUCTS PART OF ADVANTAGE OF HOTELS CUSTOMER SURVEY TAKING FEEDBACK SURVEY OF CUSTOMER REGARDING OF MAJORING SATISFACTORY LEVEL OF CUSTOMER RESEARCH DESIGN DATA ANALYSIS CONCLUSION RECOMMENDATION BIBILOGRAPHY APPENDIES
CHAPTER 1 INTRODUCTION OF STUDY 1.1 OBJECTIVES 1.2 NEED OF STUDY 1.3 SCOPE OF STUDY 1.4 LIMITATIONS
1.4 LIMITATIONS
Carrying the survey was a general learning experience for me but I also faced some problems, which are listed here: In research sample size is a large so we cannot survey the whole customer it need such a large amount of resources in term of money and physical resources or men power so I am doing just a small amount of survey. The sample taken is very small as compared to the total number of customer: suggestions and finding are intended for that part only.
The hotel given me permission to taking survey only on breakfast time. So that time customer is hurries for their work this also become difficulties create for me. In spite of all limitations care has been taken to provide the best possible data. The study was carried out in C.S.T only hence most.
CHAPTER 2- HOTEL PROFILE 2.1 HOTEL PROFILE 2.2 COMPETITOR OF LANDMARK FORT HOTEL 2.3 LANDMARK FORT FACILITIES 2.4 ROOM TARIFF 2.5 ADVANTAGES OF LANDMARK FORT HOTEL
HOTEL PROFILE
2.1 Landmark fort Hotel
Landmark Hotels- your retreat after a demanding working day in Mumbai! Located amidst the bustle of Mumbais premium business, shopping and entertainment district, our luxurious properties provide spacious comfort and modern amenities. Conveniently located just 22 km from the International airport and at a walk from Mumbais major railway stations, we provide excellent value for the business as well as the leisure traveler. Hotel Landmark fort is known for its comfort and affordable hotel rooms and common areas, friendly reservation counter staff, and service and staff that focus on every detail of your stay at Hotel Landmark Fort. Hotel Landmark fort is a good value for money, budget hotel in Mumbai, India. Hotel Landmark fort offers the luxury and budget traveler and his/her family a convenient and friendly accommodation. Hotel Landmark fort is within the easy reach of the nearest airport and CST railway station, its major attractions. This hotel is well-suited for families on a small budget, or business travelers looking for the cheap and best hotels. This budget hotel is conveniently positioned at the busy business hub of Mumbai. Guests are offered room service that caters delicious food from its in-house kitchen. All travel arrangements are also organized by the reception of this hotel. Whether you are looking at quick stop over in Mumbai or planning a long stay here, our commitment to excellence, attention to detail and personalized service shall ensure your stay with us is a memorable one. With the beauty, warmth and character of our properties never have hotels felt more like home.
Hotel Name
Hotels New Bengal Hotel Sapna Marine Empire Royale Hotel New Vasantashram
Proposed Expansion to
24 hour coffee provided Swimming pool Gymnasium and Wi-Fi connection Intercom facility internet
The hotels hope that besides satisfying their own communication needs they would also be able to cater to overseas hotel industry such as Taj Hotels who provide luxuries services of customers. However the other hotels also provide luxuries service with cheap rate. Because of same value service create more competition among the hotel Industry.
Executive Rooms:-
Club Rooms:-
Superior Room:-
Restaurant:-
Providing following facilities also: Refrigerators Colour TVs In House Room Service Complimentary Breakfast Late Check out on request All major Credit Cards accepted
Check Out Time 12 NOON 10% Mah. Luxury Tax Applicable 6.18% SERVICE TAX - ADDITIONAL Complimentary Buffet Breakfast in Restaurant from 8.30 am to 10.30 am We do not levy any service charge Rates are subjected to change without prior notice Please note Reservations with check in prior to 0600 hrs. are held from previous day Guaranteed reservations may be cancelled up to 24 hours prior to arrival. A retention charge is leviable on all No shows who do not check in on the day of the Any additional statutory taxes shall be payable as applicable should you require any information please feel free to contact us at any point of time for our assistance.
CHAPTER 3- HOTEL INDUSTRY 3.1 OVERVIEW OF HOTEL INDUSTRY 3.2 OBJECTIVE OF HOTEL INDUSTRY 3.3 SCOPE OF HOTEL INDUSTRY 3.4 GROWTH RATE OF HOTEL INDUSTRY IN INDIA
Customer Service Excellent service is one of the hospitality industry's primary objectives. Hotel visitors rely on hospitality staff for many of their travel needs. Hotel staff comes through in a pinch when a traveler forgets to pack his toothbrush or seeks a recommendation for a local hotel. Similarly, diners often ask restaurant wait staff to recommend a particular meal or to accommodate a dietary restriction. Hospitality providers often measure performance rates of their customer objectives by surveying their customers. They encourage customers to visit a survey website, and often provide incentives, such as discount coupons, for customers who complete online surveys. Product Quality Customers love good service, but the hospitality industry must also provide quality products to satisfy customers. Goals based on this important objective vary from restaurant to restaurant and from hotel to hotel. Patrons of a restaurant demand fresh, delicious food. Customers also desire consistency. They want a cheeseburger from a fast food chain to taste the same in San Francisco as it does in their hometown. Hotel guests look for quiet, clean and comfortable rooms where they can get a good night's sleep and spotless, spa-like bathrooms. Volume Another primary objective of the hospitality industry is customer volume. A restaurant owner wants to see 100 percent of her tables filled during any given service period. Empty tables mean fewer orders, and without sufficient table traffic, restaurant staff may have to throw away perishable food items at the end of a shift. In the hotel business, 100 percent room occupancy is a primary objective. If you see a "no vacancy" sign at a hotel, motel or resort, management has achieved its volume goal for that day. Ratings Publicly available ratings can reflect the success of a hospitality-based company in meeting its performance objectives. There are well-known trade-specific rating guides in both the restaurant and hotel industries, and managers strive for recognition in them. Establishments seek coveted mentions on the "best of" lists local newspapers and weekly magazines publish. A positive reputation on Internet travel and restaurant review sites is as important as it is on the high-profile rating systems, because Internet reviews are accessible to the entire world, and reviews can remain online for years.
The 3rd largest sector of workforce size is in hospitality, leisure, travel and tourism. In UK threes lots of unemployed people which the UK government social mobility strategy, guide and support them to benefits into higher skilled and management roles. there are 106,300 people to replace both those who are leaving and to fill a new job. Hospitality industries grow larger to the sector that has 89% of workforce. 43 % of self catering accommodation, holiday parks and hotels. Restaurant has increased by 29%. Nearly half of the sectors workforce is part-time much higher that 28% across the economy as a whole and are in pub, bars and nightclubs 58% fewer are in travel services 23%. * This sector employs 7.2 of the total population. Report from people 1st finds that; The sector continues to employ a much younger workforce that across the whole economy.58% of workforce is female while there is 42% of workforce of male and 44% of workforce are under 30. 14% are from black or minority ethnic (BME) background.53% work full time.9% are self-employed and 21% are migrant works.64% are from outside the European economic area.13% were born in Bangladesh and 13% in India. Hospitality hospitality refers to the act of generously providing care and kindness to whomever is in need. The term HOSPITALITYhas been accepted over the years as a generic word, which describes the well being of services and facilities related to tourist and travelers. * The act of taking care of a strangers or it is serving people. * The practice of being hospitable * Hospitality refers to the hospitality industry jobs for hotels, restaurant, casino, catering, resort, clubs and etc.
CHAPTER 4- CUSTOMER SURVEY IN LANDMARK HOTEL 4.1 CUSTOMER SURVEY 4.2 SYNOPSIS REPORT
3. How satisfied are you using this service? a. Very satisfied b. Satisfied c. Somewhat satisfied d. Not satisfied at all 4. Do you feel that you are timely and correctly informed about any changes? a. Always b. Often c. Sometimes d. Rarely 5. Is there is quick respond to your problems or doubts? a. Always b. Often c. Sometimes d. Rarely 6. How would you like to rate this service? a. Excellent b. Good c. Average d. Bad 7. Would you like to give any suggestions for improvements? 8. Would you recommend this service to a friend or relative?
SYNOPSIS REPORT
To: Mr. Hitesh Mulchandani From: Ms. Dipti Shirke Subject: Report on Customer Suggestion Questionnaire
PURPOSE OF CREATE CUSTOMER SURVEY For checking satisfaction level we conduct customer survey. We saw that customers are given average and good feedback. In that questionnaire I take those questions that customers can give me suggestion and I got actual idea that what customer actual want from hotel.
RESULTS OF QUESTIONNAIRE After taking survey from customer I find out the result. From 100 customers 58 customers are given me average mark and remaining customers given Good and Excellent mark for the hotel services.
RECOMMENDATIONS I suggest that Improve services for increasing satisfaction level of customers.
RATING
Scope for improvement _________________________________________________________ _________________________________________________________ General Suggestions, if any _________________________________________________________ _________________________________________________________
Guest Name Email Id Room No. Date Signature
We thank you for your valuable time, we will try to incorporate your feedback and serve you in a better way
SYNOPSIS REPORT
To: Mr. Hitesh Mulchandani From: Ms. Dipti Shirke Subject: Report on Customer Suggestion Questionnaire
PURPOSE OF CREATE CUSTOMER SUGGESTION QUESTIONNAIRE For improving hotel service we conduct customer feedback survey. We saw that customers are not satisfied in many services like food service, internet facility, and toiletry facility. So we decide to take one survey from customer point of view. In that questionnaire I take those questions that customers can give me suggestion and I got actual idea that what customer actual want from hotel.
RESULTS OF QUESTIONNAIRE After taking suggestion from customer I find out the result. From 25 customers 20customers are suggest me to provide Wi-Fi should be free and from 20 customers 15customers prefer for the food variety in regular breakfast menu.
RECOMMENDATIONS I suggest that Wi-Fi should be included in the packages only so that customer would feel to be free and food variety should be included in the regular breakfast menu.
CHAPTER 6- RESEARCH DESIGN 6.1 MEANING OF RESEARCH 6.2 RESEARCH METHODOLOGY Primary Data Secondary Data 6.3 SAMPLING PLAN Sampling Area Sample Size Research Approach Quantitative Research Tools of Analysis
RESEARCH DESIGN
A research design is the specification of methods and procedure for acquiring information needed. It is the overall operational pattern of the framework of the research that stipulates what information to be collected from which source by what procedure. A research design forms the frame work of the entire research process.
1) Face-to-Face Interview:A face-to-face interview is the method most widely used in the research of any topic and based on a direct meeting between interviewer and interviewee. By personal communication it is possible not only to obtain much more information, but also to use visual materials (cards, pictures, packages, logos, etc.) to encourage response. A face-to-face interview does not bore a respondent and ensures full and accurate data. The choice of optimal interviewing method depends on research objectives and is agreed upon with each Client.
Interviewers ask people on the street or on their doorstep a series of questions. Secondary Data Secondary data refers to existing primary data that was collected by someone else or for a purpose other than the current one. It means already available through books, Journals, Magazine, Newspaper and Websites.
Rating
1. Efficiency of the Staff 2. Cooperation from Staff 3. Bell boys 4. Ambience 5. Overall
INTERPRETATION
First question was asked to segregate the target audience as my basic target audience is the given me rating for hotel services. Efficiency of the staff level is more compare to other services.
2. ROOMS 1. Bedding and Bed Linen 2. Bath Linen and Toiletries provided 3. Ambience 4. Television 5. Air conditioning 6. Refrigerator 7. Hot water 8. Wi - Fi RATING 5 3 5 2 4 3 3 1
INTERPRETATION
Second question was asked to segregate the target audience as my basic target audience is the given me rating for most using services. In that I got best rating in bedding, Ambience of hotel. Wi-Fi service is very costly.
3.
RATING 4 4 5 2 3
RATING
1. Efficiency 2. Food Quality 3. Food Quantity 4. Pricing 5. Overall
INTERPRETATION
Third question was asked to segregate the target audience as my basic target audience is the given me rating for Room services. In that I got best rating in Efficiency.
Conclusions
Cable modems are hot at the moment; they offer the promise of more and better Internet. Particularly for households, where Ethernet connections are generally impossible, cable modems open up a wide range of cyber-possibilities. On its face, the interesting story here may seem to be the differences in use and satisfaction that are related to cable modem adoption. (The conclusions stop short of inferring any causal links since the research design does not permit this.) However, of greater potential value is the lesson on measurement and research design. If this study had been done asking only a narrow set of consumption and satisfaction questions, many insights would have remained hidden. This example is offered with the suggestion that future social science inquiries on Internet use include even finer, more discrete measurement of variables.
Recommendations
Bibliography
Appendices