1 INDEX CHAPTER 1 objectives of the study need for the study methodology limitations of the study CHAPTER 2 industry profile company profile CHAPTER 3 Theoretical Data CHAPTER 4 Data analysis and interpretation CHAPTER 5 Findings and suggestions Bibliography Questionnaire
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1
INDEX
CHAPTER 1
objectives of the study
need for the study
methodology
limitations of the study
CHAPTER 2
industry profile
company profile
CHAPTER 3
Theoretical Data
CHAPTER 4
Data analysis and interpretation
CHAPTER 5
Findings and suggestions
Bibliography
Questionnaire
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OBJECTIVES OF THE STUDY
To know the level of customer satisfaction at Anand regency.
To identify the different services provided to the customers.
To identify the quality food provided.
To identify the customer expectations and views towards the
hotel.
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NEED FOR THE STUDY
A study of customer satisfaction gives the management an
indication of general level of satisfaction among consumers.
The study tells about how the consumer feel about their
service.
The attitude of the consumer can be known.
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METHODOLOGY The data which is of two types. They are, 1. Primary data.
2. Secondary data. PRIMARY DATA
The primary data is collected from the primary sources .
There are very useful to get the information which is used as the
basis for the study.
SECONDARY DATA
The secondary data is collected from the secondary sources.
These are very helpful to get the information which is used to give
a perfect structure to the study.
The primary and secondary sources includes :
Personal discussion.
Employee enquiry.
Newspapers.
Internet
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LIMITATIONS OF THE STUDY
The study was limited only for a period of one and a half
month.
Survey was restricted to few customers.
The area of study was only limited to that of Rajahmundry. As
a result the survey could not be extended.
The information given by the respondents may not be true.
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INDUSTRY PROFILE
History Of Hospitality Industry
The hospitality industry's backbone is comprised of
customer service, a concept shared by all segments of the
industry. Your small business may focus on one or all facets of
hospitality. How accomplished you and your staff are at serving
others will determine your business' level of success. You may
find it easier to excel in just one category of the hospitality
industry. However, though costs and challenges will increase,
owning or managing several facets of hospitality can provide you
with many more opportunities to generate success
A Brief History of India's Hotel Industry
Before World War 11, most hotels in India were developed in
locations that were frequented by the British and Indian
aristocracy. This period saw the development of hotels being
undertaken by individual British and Indian entrepreneurs, with
only a few companies owning hotels in India, such as The Taj
Group--Indian Hotel Company (owned by J. R. D. Tata) and
Falsetto's Hotel, East India Hotel oberoi Group. The important
hotels that were built during India's British period were:
The Rugby, Matheran (1876)
The Taj Hotel, Mumbai (1900)
The Grand, Calcutta (1930)
The Cecil Hotels, Shimla and Muree (1935)
The Savoy, Mussoorie (1936)
India gained independence in 1947, and the hotel industry
had a period in which no 1 hotel development took place. Upon
his return from the Non-Aligned Movement Conference in 1956,
Late Pundit Jawaharlal Nehru, then Prime Minister of India,
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recognized that tourism could be an engine for the country's
economic growth and was inspired to / build quality hotels in
India for visiting foreign dignitaries. This led to the first-ever
government investment in the hotel industry with the building of
the Ashoka Hotel in New Delhi. I The India Tourism Development
Corporation (ITDC) was set up in 1966 as a corporation under the
Indian Companies Act of 1956, with the merger of Janpath Hotel
India Ltd. and India Tourism Transport Undertaking Ltd. Today,
ITDC provides a complete range of tourism services, including
accommodation, catering, entertainment and shopping, hotel
consultancy, duty free shops, and an in-house travel agency. The
government gave the tourism industry another boost when it
created the Ministry of Tourism and Civil Aviation in 1967,
separating it from the Ministry of Transport and Shipping, thereby
recognizing that tourism was not simply about transporting
people from point A to point B but had a much wider role to play
in the nation's economy. Concurrently, Rai Bahadur M. S. Oberoi,
Chairman of East India Hotels Ltd., was expanding his empire by
constructing New Delhi's first modern multi-story hotel, which
was franchised to U.S.-based Inter-Continental Hotels. The
portfolio of Oberoi hotels consisted of The Cecil, Shimla; The
Oberoi Grand, Calcutta; The Oberoi Clarks, Shimla; The Oberoi
Palm Beach; and Gopalpur on the Sea.
The Taj Mahal Hotel in Bombay was the next to follow this
franchising trend in 1970 when it adopted an Inter-Continental
hotel franchise for its new hotel in Bombay. Simultaneously, the
Oberoi Tower Hotel under construction in Bombay entered into a
franchise and management agreement with Sheraton. Holiday Inn
also made its entry into India through franchising its hotel project
in Bombay. This was the beginning of the methodical planning,
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designing, decorating, and furnishing of hotels in India, along
with the installation of systems for operating various departments
in a hotel. The training of managerial and other personnel was an
important franchise benefit, and the first few batches of managers
trained by the Inter-Continental Hotel Company set a new trend
of competent professional hotel management for India's hotels
that continues to influence and guide India's hotel industry today.
Before the marketing impact of hotel franchising and hotel
management by expatriate managers could be assessed and could
proliferate, however, there was a surge of nationalism in India,
resulting in the elimination of management service as an integral
part of franchise agreements. In 1975 ITDC launched its hotel
business with the acquisition of a hotel in Chennai, which was
rechristened "Hotel Chola".
The objective of ITDC's entry into the hotel industry was
rooted in the concept of creating value for the nation. ITDC chose
the hotel industry because of its potential to earn high levels of
foreign exchange, create a tourism infrastructure, and generate
large-scale direct and indirect employment. Three Welcome Group
Hotels were commissioned between 1975 and 1977; these were
non-franchised hotels, inspired by the slogan "Be Indian, Buy
Indian" and using Indian expertise. Ultimately, however, these
hotels adopted the Sheraton system in 1978 and used the
services of expatriates for the purposes of upgrading staff training
and installing Sheraton operating systems-all without a
management contract. This gave the Welcome Group a good start.
It must be noted, though, that it took time for these hotels to
achieve substantial foreign occupancies. The tacit discouragement
of foreign franchising by the government led the leading Indian
hotel companiesnamely The Taj, the Oberoi hotels, and the
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Welcome Group-to launch their own franchising and management
programs, giving rise to indigenous franchise operations. Their
focus, however, was the 5-star and 5-star-deluxe categories of
hotels. Such hotels were located in the prominent metropolitan
cities and a few select resorts, leading to a concentration of
franchised hotels in these areas.
Motivated by the success stories of the hotels in the metro
cities, individual entrepreneurs began constructing hotels in
secondary cities/resorts during the late 1970s. When India agreed
to host the 1982 Asian Games, a boost was given to the country's
hotel industry. The government announced a national policy on
tourism and outlined the country's tourism development
objectives. This policy was timed to help the country meet the
huge need for hotel rooms in New Delhi, the venue of the Asian
Games. The government granted licenses for building hotels to the
Ta j - Taj Palace, Asian Hotels -Hyatt Regency, India Tourism
Development Corporation- Lodhi Hotel, Samrat Hotel, Kanishka,
Le Mkridien, and Surya Sofitel, with the stipulation that their new
hotels had to be completed in time for the games. With the
opening of these hotels, hotel franchising in the first-class/5-star
hotel segment within the metro cities got further strengthened. It
also gave rise to the fallacy that tourism was an elitist activity
that lacked mass appeal.
Growth of Tourism and Hospitality in India in the recent
years
Tourism in India accounts for 6.8 per cent of the GDP and
is the third largest foreign exchange earner for the country
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The tourism and hospitality sector’s direct contribution to
GDP totaled US$ 44.2 billion in 2015
Over 2006–15, direct contribution is expected to register a
CAGR of 10.5 per cent
The direct contribution of travel and tourism to GDP is
expected to grow 7.2 per cent per annum to US$ 88.6
billion (2.5 per cent of GDP) by 2025
Hospitality Industry Include
Food and Beverage
In hospitality, food and beverage reigns supreme. It is the
largest element of the hospitality industry and can take the form
of high-end restaurants, fast-food eateries, catering
establishments and many other manifestations. The food and
beverage trade can symbiotically function as part of other
businesses, such as in bowling alleys or movie theaters. When
your restaurant is part of a hotel, food and beverage can
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dramatically enhance the overall guest experience by offering
excellent food and first-class customer service.
Accommodations
Hotels, bed and breakfast enterprises and other places
offering lodging represent a broad segment of the hospitality
industry. Types of businesses run the gamut from extravagant
resorts to hostels and campgrounds. Your business' focus on
providing lodging should integrate comfort, efficiency and
attentive customer service as its foundation. Travelers value
thoughtful treatment and simple amenities. When they feel
appreciated and catered to, your guests will tell others about their
experience and may become repeat customers.
Travel and Tourism
Another chief segment of the hospitality business
encompasses transportation. This includes airlines, trains, cruise
ships and the staff for each. Flight attendants and cruise staff
function as food servers and hoteliers in their efforts to provide
food or drink and a comfortable experience. Business travelers
and vacationers alike form the basis for this area of hospitality.
Travel and tourism requires knowledgeable employees in
information technology, and they are also considered a part of
hospitality. Destinations such as amusement parks draw
thousands of people, all of whom want to benefit from great
customer service while enjoying a memorable adventure.
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TYPES OR CLASSIFICATIONS OF HOTELS
Hotels are classified according to the hotel size, location,
target markets, levels of service , facilities provided, number of
rooms , ownership and affiliation etc.
1. Size - Or number of rooms
Under 200 rooms
200 to 399 rooms
400 to 700 rooms
More than 700 rooms
These categories enable hotels of similar size to compare
operating procedures and statistical results .
2. Target Markets
Hotel targets many markets and can be classified according
to the markets they attempt to attract their guests. Common type
of markets include business, airport, suites, residential, resort ,
timeshare , casino , convention and conference hotels .
Business Hotels:
These hotels are the largest group of hotel types and they
primarily cater to business travelers and usually located in
downtown or business districts . Although Business hotels
primarily serves business travelers , many tour groups, individual
tourists and small conference groups find these hotels attractive.
Guest amenities at business hotels may include complimentary
newspapers, morning coffee, free local telephone calls , Breakfast
etc.
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Airport Hotels:
These type of hotels typically target business clientele, airline
passengers with overnight travel layovers or cancelled flights and
airline crews or staff. Some hotels might give free transport
between hotel and airport . Some Airport hotels also charges the
guest by hour instead of normal daily night charges.
Suite Hotels:
These kind of hotels are the latest trend and the fastest
growing segments in the hotel industry . Such hotels have a living
room and a separate bedroom. Professionals such as accountants,
lawyers, business men and executives find suite hotels particularly
attractive as they can work and also entertain in an area besides
the bedroom.
Extended Stay Hotels:
Extended stay hotels is somewhat similar to the suite hotels ,
but usually offers kitchen amenities in the room . These kind of
hotels are for long stayers who wants to stay more than a week
and does not want to spend on hotel facilities.
Serviced Apartments:
Serviced Apartment / Residential hotels provide long-term or
permanent accommodation for Guest. Usually guest makes a lease
agreement with the hotel for minimum of one month up to a year.
Rooms generally include living room , bedroom, kitchen , private
balcony , washing machines , kitchen utensils etc. Unlike normal
hotels Serviced apartment only provide weekly one housekeeping
service.
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Resort Hotels:
Resort hotels are usually located in the mountains, on an
island, or in some other exotic locations away from cities . These
hotels have recreational facilities, scenery, golf, tennis, sailing,
skiing and swimming. Resort hotels provide enjoyable and
memorable guest experiences that encourage guest to repeat to the
resort.
Bed and Breakfast / Home stays :
These are houses with rooms converted into overnight
facilities , this can size up to 1 to 10 guest rooms . They are also
known as 'Home Stay's'. The owner of the B&B usually stay on the
premises and is responsible for serving breakfast to guest .
Timeshare / Vacation Rentals: -
Another new type or segment of the hospitality industry is
the timeshare hotels. These are sometimes referred to as "
Vacation-interval" hotels . Timeshare hotels are where the guests
who purchase the ownership of accommodations for a specific
period. These owners may also have the unit rented out by the
management company that operates the hotel.
Casino Hotels :
Hotels with gambling facilities are called Casino Hotels.
Although the food and beverage operations in casino is luxurious
their functions is secondary to and supportive of casino operations.
Conference and Convention Centers:
These type of hotels focus on meeting and conferences and
overnight accommodation for meeting attendees. They also provide
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video conferencing facility, audiovisual equipments, business
services, flexible seating arrangements, flipchart etc. These hotels
mostly located outside the metropolitan areas and have facilities
like golf, swimming pools, tennis courts, fitness centers, spas etc.
3. Levels Of service
World class service:
These are also called luxury / Five Star hotels, they target
top business executives, entertainment celebrities, high- ranking
political figures, and wealthy clientele as their primary markets.
They provide upscale restaurants and lounges, Valet, concierge
services and also private dining facilities.
Mid-Range Service:
Hotels offering mid-range or otherwise 3 to 4 star hotels
service appeal the largest segment of the travelling public . This
kind of hotels does not provide elaborate service and have a
adequate staffing. They also provide uniformed service, food and
beverage room service, in room entertainment's and also Wi-Fi etc.
Budget / Limited Service:
These hotels provide clean , comfortable , safe , inexpensive
rooms and meet the basic need of guests . Budget hotels appeal
primarily to budget minded travelers who wants a room with
minimum services and amenities required for comfortable stay,
without unnecessary paying additional cost for costly services.
4. Ownership and Affiliations
Independent / Single Owner Hotels :- They do not have
identifiable ownership or management affiliation with other
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properties. Example for the same would be family owned and
operated hotel that is not following any corporate policies or
procedures.
Chain hotels :
Hotels which are part of a hotel chain and these kind of
ownership usually imposes certain minimum standards, rules,
policies and procedures to restrict affiliate activities. In general the
more centralized the organization the stronger the control over the
individual property.
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COMPANY PROFILE
Mr.Ravi shankar Prasad registered Anand Regency in 1993
under the name Gemini groups he is one of the Chennai based
film producer. This hotel was established with a vision to provide
all the facilities for travelers under one roof.
Hotel Anand Regency is classified as the only business class
hotel in East Godavari district and is a three star hotel
overlooking the beautiful kambala lake and is located in the heart
of the city, making the business travelers comfortable from the
past 12 years, the hotel has enjoyed many achievements in the
hospitality industry.
Hotel Anand Regency Amenities :
Taxi services
Shuttle services
Indoor multi cuisine restaurant
Airport / Railway station transfer
Sight seeing
Dining hall
Gymnasium
Laundry services
Doctor on call
Conference facilities
Bar
Parking facility
Travel desk
Coffee shop
Business center
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LOCATION
The location of Anand Regency is one of the biggest assets.
It is located at the heart of the city Rajahmundry. It is situated at
Jampeta, near Kambala lake, Rajahmundry.
Its location facilitate the hotel with:
Availability of transportation of busses.
Good climatic conditions.
Closely located near Kambala tank and residential are
enhancing the atmosphere.
Very near from Railway station and Bus stand.
Availability of uninterrupted power and fuel.
Spacious rooms and parking place.
Availability of pure drinking water.
OVERVIEW
Hotel Anand Regency is a mark of Architecture's innovation,
blended with the novel vision of the promoters. Situated in the
heart of Rajahmundry, The innovative designs, the lavish,
sensuous, and interiors exude a fragrance of celestial environs,
where the spirits soar high and times melt swiftly.
From the classical arts preserved in the South Asia-
influenced East and the northern region’s rich Hindu heritage
peppered with western influences, India offers the diversity
travelers crave. You can take in religious monuments that have
stood for thousands of years and cutting-edge displays of
technology within minutes of each other while you stay at our
hotels.
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Regency is having 94 Rooms, Traditional and Multi cuisine
Restaurants and offers the finest banquet and conference hall
facilities. It is ideal for conferences , private parties and weddings.
Venues can accommodate from 15 up to 1000 guests. The lush
lawns that surround the hotel are an inviting venue for cocktails
and receptions for up to 2000.
CATEGORIZATION OF STAFF
Manager
Receptionist
Bell boy
Door man
House Keeping
Lenin
Non- vegetarian cooks
Stall boys
Salt and pepper waiter and captains
High sports
SELECTION OF THE STAFF
In Hotel Anand Regency the management follows all the
procedures in selecting the candidate. first of all they call for
applications and reception is arranged to applicants on the
appointed date and they are given good reception. There will be
preliminary employment interview in which man of the applicants
are filtered. After preliminary employment tests are over the
employment tests follow and it is followed by determination
interview. After the interview is completed the candidate is asked
to submit two references that are investigated before the
candidate being offered a post in the organization. For certain
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types of jobs physical examination will also take place. After all
these procedures are completed then the final approval is over
than it is finally followed by induction and placement.
In Hotel Anand Regency all these procedures are adopted
without any hesitation. In view of the interest of the organization,
the personnel department will undertake the responsibility of
organizing these procedures.
TRAINING
Adequate training facilities are offered to these candidates
who have been selected by the management. There are on the off
the job methods of the training committee specially constituted
for the purpose which headed by the manager and assisted by "F
and B manager". They invite specialist in various department of
Hotel Industry and arrange special lectures for the benefit of new
recruiters. They also organize refreshment courses for old
employees to acquaint them with latest technology in Hotel
Management. The management offers special training class to
those working in staff agencies because they immediately come
into contact with public. Hence, their training is essential for the
growth of business. The front office personnel, Banquet
personnel, restaurant captains and raters are offered special
training classes in dealing with public and to attract business.
After the selection of the candidate, the next measure to be
taken in induction, which means orientation. Because candidate
is now part of the organization he must be shown his place of
work and be introduced to the seniors at work place so as to
install confidence in new employees. The various methods of
induction of new personnel placement are the next stage .
Discipline:
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Discipline is another important aspect, which is given a
prima place in hotel Anand Regency. The management's first and
prime duty is to ensure discipline and takes every care and every
step to ensure it. Discipline is essential for industrial peace.
H.B Spriegal and Edward Soblege define discipline
"Discipline is the force that prompts individual for groups to
observe rules, regulations and procedures that are demand
necessary to the attainment of an objective.
Objectives and principles of discipline
To develop the feeling of adjustment.
To get voluntary acceptance of members to rules.
To provide direction and getting co-operation.
To arouse the feeling of endurance and mutual co-operation.
Principles of good discipline system
Code of conduct
Appeal
Treatment of equality
Responsible person
Prompt action
Full knowledge of administration
Instrument of org
Preventive measure
Confidential procedure
In Hotel Anand Regency, every care is taken to ensure
discipline and the management has framed a set of rules which
are made to the staff. If they infringed of violated the rules, the
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personal department undertaken the responsibility of ensuring
discipline by issuing memo for various acts of omission of
employee's and personal department keep these memo's in
individual record, which were verified before pay, rise and
promotional considerations. If the management is satisfied that
the proposed candidate conducts and discipline are good.
CAPTAINS
Room servicemen
Supervisor
Maintenance - Electrical
Plumbing and A/c Operators
Service - Music and Telephone and Telex
Accountants
Store Keepers
Time Office
Security
Gardeners
RESTAURANT
As has various restaurants to cater the needs of customer
who came from different cultures and different preferences.
Aaharam The veg restaurant
Canopy The non - veg restaurant
Cheers The only pub in the region
Cheers lounge The quality bar
Front lawn Open garden for get together
Cotton hall For meetings and gatherings
Senate For board conferences
Pandiri Exclusive for marriage and
Conference
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Branches
Hotel Anand Regency is having another branch located in
National Highway 214, Yanam.
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MARKETING- IT'S MEANING AND DEFINITION Meaning
Businessman regards marketing as a management function
to a plan, promote and deliver products to the customers. There
are twin activities which are significant in marketing.
1. Matching the product with demand, i.e., customer needs
and desires to target market.
2. The transfer of ownership and possession at every stage in
the flow of goods from the primary producer to the ultimate
consumer.
In other words, marketing includes all activities from the
point of production to the point of consumption.
Definition
Marketing is a social and managerial process by which
individual and group obtain what they need and want through
creating, offering and exchanging products of value with order.
- Philip Kotler.
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Importance Of Marketing
The heart of your business success lies in its marketing.
Most aspects of your business depend on successful marketing.
The overall marketing umbrella covers advertising, public
relations, promotions and sales. Marketing is a process by which
a product or service is introduced and promoted to potential
customers. Without marketing, your business may offer the best
products or services in your industry, but none of your potential
customers would know about it. Without marketing, sales may
crash and companies may have to close.
Customer Importance in Marketing
A business can never place too much emphasis on its
customers. The customer is the foundation of any business'
success. One of the primary goals of any marketing strategy
should be to identify and meet the needs of the consumer.
Considering customer importance at all stages of the marketing
process helps your company to ensure greater customer
satisfaction and increase its long-term goal of repeat business.
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CUSTOMER SATISFACTION MEANING AND DEFINITION
Definition
“A person’s feeling of pleasure or disappointment after
comparing a product’s perceived performance or outcome against
his/ her expectations”. It’s the core of any successful business,
but it doesn’t come easy.
- Philip Kotler. Meaning
So the purpose of marketing centers very much upon
creation of value and a long-term customer relationships.
Customer satisfaction is a central concept to this proposal. A
marketing company aims to set a level of expectation at which
customers are satisfied that value is delivered through
an exchange process.
Importance Of Customer Satisfaction
Here are the top six reasons why customer satisfaction is so
important:
It’s a leading indicator of consumer repurchase intentions