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Submitted By
(Registration No. ----------------)
in partial fulfillment of the requirements
for the degree of Master of Business Administration of
Sikkim Manipal University, INDIA

Sikkim – Manipal University of health, Medical and technological science Distance

Education wing
Syndicate House, Manipal – 576104


Under Supervision of : Prof. Rajeev Sharma

Submitted By:
Registration no : 520920807
Course : MBA
Semester : FOURTH
Specialization : FINANCE
E-mail :
Learning Centre Code : 01513


I hereby declare that the Synopsis Report entitled:

A Synopsis Report on “A Study on Hotel Industry in India” submitted in partial

fulfillment of the requirement for the degree of Masters of Business Administration to
Sikkim – Manipal University, India, is my original work and not submitted for the award
of any other degree, diploma, fellowship, or any other similar title or prizes.

Place: Noida

Date: 01-06-2013
Registration No. 000000000


The Synopsis Report of Diwakar ( Registration No.0000000000) on

“A Study on Hotel Industry in India” is approved and is acceptable in quality and form.

Internal Examiner External Examiner

(_______________) (_______________)

Page No:

 INTRODUCTION ……………………………………………………….….06
 STATEMENT ABOUT THE PROBLEM………………………….....…..07
 OBJECTIVE OF THE STUDY…………………………………….………07
 SCOPE OF THE STUDY……………………..…………………….………07
 RESEARCH METHODOLOGY …………………………………….……08
 LIMITATION OF THE STUDY………………………………………......13
 BIBLIOGRAPHY………………………………………………………......15


I am the students of SMU which is the institute of business Management. Our college has
given various topic out of that I have chosen this topic. My report is on star hotels in
Ahmedabad. It is very important and inspirable part of third year of MBA programme.
My report gives the knowledge and information about the Hotel Industries in India. It
indicates the current scenario of hotels in India. It also helps to know various strategies of
hotels in Ahmedabad to generate or capture more market share of consumer. As a
student’s of SMU distance learning, I hope that I tried to prepare this report
enthusiastically and put my best effort to add to its quality.

This project aimed to review the approaches of a selection of star hotels in Ahmedabad, to
service excellence, productivity and management practice. It is to serve as a framework
for a subsequent broad study of comparable Indian hotels, and ultimately to establish
benchmarks for best practice.
The relatively small sample of hotels studied, and their diverse national environments and
labour market features preclude comprehensive conclusions, but the study does raise
several pertinent issues for all hotel managers. However, as illustrated by several of the
studies, hotel managers themselves will also need to grasp the nettle of change, involving
reviews of the physical environment of their hotels, management structures and styles,
definitions of service quality and productivity, their monitoring and measurement.
The most successful hotels in this study appear to be those which have clear visions,
dynamic marketing strategies, and comprehensive guest service and employee satisfaction
systems, regardless of national environment.


The study is conducted to find out the Start hotel industry in India, their market position,
services, and overall analysis of business with special reference to the some selected
hotels in Ahmedabad.


The main objective of this research is to investigate the services provided to the customers
by the hotels in India, management issues identified as important to HRM managers
operating in the hotel industry in India at this time:-
1. To find out the major issues and concerns in the hotel industry of India.
2. To know the major functions and practices used to engage with them.
3. To know the future plans of Hotels.
4. The service quality can be identified, measured and evaluated.
5. The improvements in service quality contribute to the development of hospitality levels.
6. The effective service quality standards, productivity improvements, and thus
profitability in hotels, etc.


In my project the scope is limited to some major Hotel in Ahmedabad. I analyzed the
various departments in few selected hotels. My study is mainly concentrated on services
and customer satisfactions in Hotel Industries in India.
Due to the complexity of the concepts studied (service quality, productivity and HRM
practices), a standardised personal interview schedule was utilised, covering the
perceptions of general managers, personnel/human resource managers, and the heads of
housekeeping and front office departments, waters, staffs, and customers.

Interview questions focused on the three central issues of service quality, hospitality,
satisfaction and value for the money. Despite extensive invitations to participate in the
study, only few hotels ultimately proved keen to take part. The research sample is
therefore small, and consequently unrepresentative of all hotels in the region. It does
however illustrate some of the dilemmas faced by regional hotels, and their foreign
counterparts, in coping with different labour markets and employment conditions whilst
providing parallel levels of service quality, productivity and profitability.


What is research methodology?

Methodology is defined as
1. "the analysis of the principles of methods, rules, and postulates employed by a
2. "the systematic study of methods that are, can be, or have been applied within a
discipline"; or
3. "a particular procedure or set of procedures."

1. Identifying the objective of research.

 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.
Which star category they have belonged?
What type of customer they have targeted?
Which kind of facility they provide to customer?
What is 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.”
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.

4. Research Approaches
 Focused group
 Survey

Focused Group Research: -

“A focused group research is to gather six to ten people who are invited to spend few
hours with a skilled moderator to discuss about project.”
In this report we have done the focus group research. Hear we were met to the star hotels
consultant to discuss about the project report.

5. Research instruments
“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 hotels, 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
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

Sampling Procedure: - “Sampling procedure means how should the respondent be


There are two types of sampling procedure.
 Probability
 Non probability

On the Probability bases sample, where each element of population has given equal
chance of getting selected. In our report we are not going survey according to the
probability methods

On the Non-Probability bases sample, where each element of population has not given
equal chance of getting selected. In our report we have done survey according to the non-
probability methods.

In Non Probability we have done the survey according to the convenience from hotel
consultant for example we have visited le-meridian but we didn’t got good response so we
have not included that hotel in our report.

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 hotel Name of person Designations Star category
Hotel taj Mr. vergies curien H.R. Manager 5 star hotel
Neelkanth sahara Miss. Tulsi mam Assintant general 3 star hotel

Neelkanth paradise Mr. Harsant shah Front office manager 3 star hotel
Hotel host inn Mr. parikshit Side partner 2 star hotel
Sarovar portico Mr. rishove halder Training manager 4 star hotel
Ginger hotel Mr. kaushal G.A.M. 3 star hotel

 The main advantage of personal interview is that we can get reliable information.
 The main disadvantage of personal interview is that, it is very time consuming and


 Despite the efforts made by the investigator to make the study as precise and
objective as possible, certain limitations have crept into the study and the
investigator is able to identify them.
 Due to restriction to enter into some of the departments I could not cover some of
the aspects required for my study.
 Interaction with the hotel executive was limited due to their busy schedule.
 The information collected is mainly primary data and the accuracy is subject to the
responses received.
 The study is based only on secondary & primary data so lack of keen observations
and interactions were also the limiting factors in the proper conclusion of the


After preparing report on hotel industry, I will concluded that the current situation of the
hotel industry is very tough because of the Mumbai terror attack in the taj hotel so foreign
customers are not coming in India so there are need to improve the very tight security.
And my overall experience after preparing this report will very good but in some hotel I
did not get good response from the H.R. Manager of the hotel like in le-meredien hotel I
did not get good response so did not include that hotel in my report. But in other hotel like
taj hotel, neelkanth sahara hotel, neelkanth paradise hotel, hotel inn hotel, saravar portico,
ginger hotel hotel my 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 nowhere it looks like hotel so they have to
improve the look of hotel.
After preparing report & visiting to the hotel my suggestion to taj hotel is they have to
improve there the hospitality service to the customer, In neelkanth hotel they need to
improve their employee skill in speak in English, in host inn hotel they need to improve
their restaurant & employee skill in speak in English, in ginger hotel they have to improve
the security because when I was gone there at that time there are no any checking process
of visitors, in Sarovar portico hotel they need to improve the look of the hotel. So finally
my overall experience was fantastic.

News paper
The Times of India
Economics Times
Hindustan Times
Business Standard