Mohit Final Project

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AITS, Department of Management Page - 1 -

:: DECLARATION ::

I undersigned Mr. MOHIT DESAI student of MBA 2nd Sem, hereby declare

that the report for SUMMER INTERNSHIP PROJECT entitled CUSTOMER

SATISFACTION at Reeyo Motel The Village from 6th June to 20th July,

2012. This is my own work and has been carried out under the guidance of

Prof. Mr. Abhay Raja of MBA Dept., ATMIYA INSTITUTE OF SCIENCE &

TECHNOLOGY, RAKOT, GUJARAT.

This has not been submitted to any other university for securing in any

examination.

Signature

(Mohit K. Desai)

Place: Rajkot

Date:


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:: PREFACE ::

When we are standing on the threshold of 21st century professionalization is

getting quickly trying to cope up with this pace, educational institute rendering

professional courses are growing out like mushrooms.

MBA, a full time professional degree course of 2 years is very popular among

such courses. It is interesting to note that MBA includes practical training as a

part of its courses. In todays era such training is must to bridge the gap

between theoretical knowledge and experience. It is link between classrooms

and the outside business world for an MBA student.

Practical training is a tool to develop conceptual and analytical ability within

the student. According to MBA peripherals, while training student must visit

industry as a part of a practical study.

After the completion of the first year, an MBA student have to undertake

practical training for 45 days in an industry. In accordance, I have also visited

one of the leading resorts of Rajkot Reeyo Motel The Village Resort Pvt.

Ltd. It is indulged in the hospitality services.


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:: ACKNOWLEDGEMENT ::

I am indebted to the all powerful ALMIGHTY GOD for all the blessings he

showered on me and for being with me throughout the study. I would like to

express my sincere thanks to all the employees Of Motel The Village, for their

help and co-operation. I am deeply obliged to Shree HITESHBHAI POPAT

who provided me an opportunity and an exemplary guidance as well as

support without whom this project would not have been completed

successfully.

I would be thankful to our Dean Dr. VIKAS ARORA who has provided me an

opportunity to undertake the project and for his cordial support.

I would like to place on record my sincere gratitude and appreciation to my

project guide Prof. ABHAY RAJA and all the faculty members for their

support.

I am heartily thankful to Prof. NISHANT VACHHANI for his constant

encouragement and assistance in preparing project report.

I also take this opportunity to express my deed gratitude to my loving parents

and friends who are a constant source of motivation and for their never endingsupport and encouragement during this project.


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:: EXECUTIVE SUMMARY ::

This report aims to highlight at all the major findings of the survey done on

CUSTOMER SATISFACTION OF MTV, RAJKOT. So, that any person

interested can get the whole idea of the topic with reference to the company.

All attempts have been made to make the report simple, precise and flexible.

It covers up all the major activities and analysis done in the survey. The report

begins with a briefing of the History & Development of MTV.

The project deals with various factors related to the satisfaction and

dissatisfaction of the customers in Motel The Village. As the MTV is one of the

fastest growing and providing the best hospitality services, customers are

demanding new innovations and thus to maintain the satisfaction level of

customers has become a key area for MTV. Thus through report I have tried

to discover the factors that are most significant in deriving the satisfaction

level of the customers.


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1. Name of Unit : Reeyo Motel The Village

Resort Pvt. Ltd.

2. Establishment year : 1990

3. Total no of employees : 125

4. Accounting Year : April to March

5. Working Hours : 10.00 A.M. to 12.00 A.M.

6. Name of Promoter : Shri Mansukhbhai P Popat,

(aka : Kakubhai)

7. Address of Unit : Motel The Village,

Nr. Cosmoplex ,

Kalawad Road, Rajkot

8. Website : www.motelthevillage.co.in

9. Phone no. : (0281)2783333

10. Logo :

11. Competitors : Chowki Dhani, Khirsara Palace.


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:: HISTORY & DEVELOPEMENT ::

Shree Kakubhai

Reeyo Motel The Village Resort Pvt. Ltd.

A commerce graduate from Jamnagar (Gujarat), Shri Mansukhbhai P. Popat,

(aka : Kakubhai) was been a visionary since his young age. Not contented

with a small time Kama hotel in jamnagar , In 1990, he sat his eyes on a

barren land in Rajkot at Kalawad road and his dream project Motel The

Village now famous as REEYO MOTEL THE VILLAGE RESORT Pvt. Ltd.

Rajkot began. He believes in philosophy of Be innovative and Do it now.

Delay is dangerous, these are the words that you would have always heard

from Shree Kakubhai. His positive attitude towards work and staff makes

every one around him feel special. Even at the age of 76 his enthusiasm and

energy for work was more then any youngster.


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Shree Kakubhai lived an extraordinary life, one that inspired todays young

generation. He had a great perspective and very practical approach towards

life. He was a real Karmayogi, he imbibed ATITHI DEVO BHAVAH as his

mur mantra. His absence will be felt in MTV and our lives but his memories

will be always engraved in our hearts. A grand salute to this generous and

delightful person SHREE KAKUBHAI.

Shree Hiteshbhai M Popat

MD Chairman

Reeyo motel the village resort pvt. Ltd.

Shree Hiteshbhai, having a C.A, background is a dynamic person and a

perfectionalist. He plays a vital role in converting all small dreams and ideas

into real time achievement for the Motel The Village.

His unique sense about nature, ethnicity of village and his love for

KATHIAWAD heritage helps Motel The Village to remains a true hall mark

of KATHIAWAD. His avocation for food has converted many dishes like

Sunehri Bhindi, Korean Classic Khimchi Gobi, Assorted Kebab, Bharwa

Makai Tomato etc... into must have signature delicacies of MTV...


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:: Resort Profile ::

Name of the UnitREEYO MOTEL THE VILLAGE RESORT Pvt.

Ltd.

Size of the Unit Large Scale

Location

Nr. Cosmoplex Theatre,

Opp. VVP College,

Kalawad Road, Rajkot-Gujarat

Phones+91 9913897118

+91 9427564094

Fax +91-281-2783388

Form of Organisation Proprietorship firm

Awards &

Achievement

Blood Donation Award- LIFE

Olympics AwardNavshakti Vidhyalay

Bankers1. Development Credit Bank

2. Kotak Mahindra Bank


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:: LOCATION & LOCATION CHART ::

Selection of location is very important factor for any business unit, because

once it would select, it will not to be change easily. The business in suitable

area or a production in Industrial Estate is very useful tool for producers or

industry to increase profitability or decrease cost of production.

One of the expert in this field remarks, The location of plant should be field in

such a manner that people interested in this success, can sell goods most

profitability and manufacture with least expenditure.

:: LOCATION CHART ::


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:: ENTRANCE GATE ::

:: MOTEL THE VILLAGE ::


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:: INTRODUCTION ::

Recent interpretations in the consumer domain now couch satisfaction as a

fulfilment response. Fulfilment implies that a consumption goal is known, as in

basic motives of hunger, thirst, and safety. However, observers of human

behaviour understand that these and other goals can be and frequently are

modified and updated in various ways. Thus, consumer researchers have

moved away from the literal meaning of satisfaction and now pursue this

concept as the Consumer experiences and describe it.

In Oliver (1997), the following definition has been proposed as being

consistent with the conceptual and empirical evidence to date:

Satisfaction is the consumers fulfilment response. It is a judgment that a

product or service feature, or the product or service itself, provided (or is

providing) a pleasurable level of consumption-related fulfilment, including

levels of under- or over-fulfilment.

Here, pleasurable implies that fulfilment gives pleasure or reduces pain, as

when a problem in life is solved. Thus, individuals can be satisfied just to get

back to normalcy, as in the removal of an aversive state (e.g., pain relief).

Moreover, fulfilment is not necessarily limited to the case of met needs. Over-

fulfilment can be satisfying if it provides additional unexpected pleasure; and

under-fulfilment can be satisfying if it gives greater pleasure than one

anticipates in a given situation. Note that it has not been necessary to provide

a separate discussion of dissatisfaction.

If the word displeasure is substituted for pleasure in the satisfaction definition,

dissatisfaction results. Thus, the displeasure of under-fulfilment typically is

dissatisfying and, interestingly, over-fulfilment may be dissatisfying if it is

unpleasantthe case of too much of a good thing.


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Customer Satisfaction: Improving Quality and Access to Services and

Supports in Vulnerable Neighbourhoods.

It was the consensus of the groups that lack of information often leads to low

expectations. They further agreed that the process of obtaining a service and

the way it is delivered can have a major impact on the users experience. The

qualities of relationships and staff were central to positive outcomes.

Because customer satisfaction is a highly variable assessment that every

individual makes based on his/her own information, expectations, direct

contact and interaction, and impact, it makes sense to involve and consult

consumers when designing customer satisfaction approaches.


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:: Hospitality Service Quality ::

Research identifies many characteristics that are associated with service

quality. Business researchers Benjamin Schneider and David Bowen assert

that service organizations must meet three key customer needs to deliver

service excellence: security, esteem, and justice. Research identifies an

array of service quality factors that are important for customers, including:

Timeliness and convenience

Personal attention,

Reliability and Dependability,

Employee competence and professionalism,

Empathy,

Responsiveness,

Assurance,

Availability, and

Tangibles such as physical facilities and equipment

and the appearance of the personnel.

Research shows that these characteristics also apply to citizen satisfaction

with public service quality. Timely service is an especially strong determinant

of quality across different types of public services. Fairness and outcomes are

additional factors important to public service customers.


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:: Production Department ::

Contents of Production Department

1. Introduction

2. What is Service?

3. Cottage Services

4. Banquet Services

5. Restaurant Services

6. Varieties of Cuisine

7. Signature Delicacies of MTV

8. Facility

9. Quality control


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1. INTRODUCTION

A product is all things offered to a market. Those things include physical

objects, design, brand, package, label, price, service and satisfaction not only

from physical product and services offered but also from ideas, personality

and organization. In short, a product is the sum total of physical, economic,

social and psychological benefits.

Profitability & Productivity are the barometers of efficiency of any unit. It isnecessary that production process runs actively. Production actually means

that it transforms raw material into finished goods. Production covers all the

activities procurement and utilization such as labour, energy material,

equipments & machinery

According to PHILIP KOTLERA Product is a bundle of physical service and

symbol particular expected to yield satisfaction of benefits of buyers.

According to KAKUBHAI , The customers visits MTV only because it serves a

customer by satisfying his needs and desires and therefore he pays for it..


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2. What is Service ??

Here, in MTV customers are considered as GOD as their mur mantra is only

ATITHI DEVO BHAVAH. So MTV serves their customers as God and give

their best efforts to fulfil the requirement and needs of the customer in any

situation.

Motel the Village serves their customers to the best from their welcome to the

motel in traditional way with welcome drinks till they exit the motel with thedelight in their hearts.


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3. COTTAGE SERVICES

The core hospitality of the motel is in Banquet & Cottage service. Here

MOTEL THE VILLAGE provided different Banquet & Cottage facilities

accordingly.

Cottages available are providing all the facilities which an individual have

never thought off. A/C Super Deluxe cottage fully facilitate their customers

with personal swimming pool, rain shower, dinning room, refrigerator, airconditioner etc. 24 hour room services, Laundry services, majorly all credit

cards are accepted. Over 43 cottages having color T.V. with satellite

transmission and direct dial STD/ISD facility.


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4.BANQUET SERVICES

The renowned elegance and style of MOTEL THE VILLAGE is sure to lend

prestige and panache to our event. MOTEL THE VILLAGE offers a selection

of distinctive facilities for meetings in Rajkot for every occasion. Whether for a

conference, business seminar or for entertaining business associates also.

MOTEL THE VILLAGE's private meeting rooms provide the perfect setting,

ensuring every occasion is memorable, with fine service, superb cuisine, and

meticulous attention to detail.

Our professional & experienced staff shall be always available to assist you to

the last moment in helping you ensuring success in any conference and

meetings.

For The Birthday party or for the Marriage or any other ceremony there are

Two huge centrally a/c banquet halls, and a banquet hall with a rolling stage

and fountain around it which could facilitate 700 people which would be a

dream ceremony .


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A collection of beautiful decoration material. MTV even provides theme based

ceremony which would be a perfect selection to engrave the ceremony into

peoples heart.


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5. Restaurant Services

In any resort restaurant play a vital role. The restaurant is not only a

restaurant but a KASUMBO of Motel the village.KASUMBO is the Heart of

the MTV. In MTV there are restaurants which are categorised with four

different traditional names.

1. Kath-Putli Restaurant

2. Vasali Restaurant

3. Madhuli Restaurant

4. Handi Restaurant

Motel the village has a variety of cuisine into their KASUMBO. There are

even varieties of signature delicacies which are evergreen in taste and quality

and identity of motel.


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Motel the village provides varieties of cuisine in their KASUMBO. There are

various delicacies in MTV which are not even available in any other restaurant

of Gujarat. As motel believes in innovations, so they invent their own

delicacies.

The varieties of cuisine available at MTV are as follows :

Punjabi

Kathiyawadi

Chinese

Continental

Thai delicacies

Mexican delicacies

Pantry

Signature delicacies


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7. Signature Delicacies of MTV

:: Triple Sundae ::

:: Nachos ::

:: Green Sea Cooler ::


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:: Assorted Kebab ::

:: Paneer Saate (Thai) ::

:: Dryfruit Rabdi ::


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:: Golden Finger ::

:: Kathiyawadi Thali ::

:: Spring Roll ::


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8. FACILITIES AVAILABLE

LCD multimedia projector

Delight ceiling hung projection screen

Background music system

DJ system

Collar mic & Cordless mic

Dias & Lectern

Television & Telephone

Overhead projector

Slide projector

Laser pointer

White board

Conference kits (pad, pencil, pen)


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9. QUALITY CONTROL

Motel The Village is maintaining the quality by taking the reviews from each

and every customers visited there. With the help of which they will easily

come to know, where the improvement is indeed. They give their best efforts

for the same.

In the kitchen of MTV even the cooks are wearing head mask on their heads

so that quality can be maintained. The plates are even washed very clearlyand thus the overall quality control exists.


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:: Marketing Department ::

Contents of Marketing Department

1. Introduction

2. Marketing Mix

3. Product4. Price

5. Promotion

6. Advertising

7. Sales promotion

8. Competitors

9. Market research

10. Customer relationship management


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1. INTRODUCTION

In this global economy, marketing management occupies a significant place

whether it is a new firm or it is an established unit. In this combative world

every concern organization objective, an efficient and effective organization of

marketing department is a prime condition.

Product Oriented View : Marketing consists of those efforts which affect

transfers in the ownership of goods and services from producer to consumerto consumer or user

Customer Oriented View : Marketing is a total system of interacting

business activities designed to plan, price, promote and distribute want

satisfying products and services to present and potential customer

Marketing is the process of planning and executive the conception, pricing

promotion and distribution of good ideas to create exchanging with target

groups that satisfy customer and organization objective. - Philip Kotler

The concept of market is very much important in marketing. The American

Marketing Association defines A market as the aggregate demand of the

potential buyer for products and services.

It is said that without efficient marketing of the goods, even though we will

create best product, but we cannot sell it.


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2. MARKETING MIX

Marketing mix is the set of marketing tools that the firm uses to pursue its

marketing objective in the target market Philip Kotler

The basis of marketing operation is the co-ordination of four key variables

namely,

Product

Price

Place

Promotion

MOTEL THE VILLAGE is doing marketing on above four factors.

PRICE

PROMOTION

4 Ps of

MARKETING

PLACE

PRODUCT


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3. PRODUCT

Product stands for the goods and services offered by company to the target

market to satisfy need and wants.

Stands for the goods and services offered by a services offered by a

company to the target market, to satisfy need and wants

Product is the list of all product offered for sale by a company. It is defined as

From thing or services from which we get revenue its call a Product.

The product of a company has two characteristics:

(1) Depth

(2) Width

Depth depends on the number of productions items with in each product line.

Width depends on the number of products group of products line with in the

company.

MOTEL THE VILLAGE has product Restaurant facilities, Birthday Party,

Wedding Arrangements, Cottage Facilities, Business Parties, Conferences

and Seminars.


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4. PRICING POLICY

Price refer to money value that consumer have to pay buy the product or

services.

Price is an important element in marketing mix. Arrival at the right selling price

is essential in a sound marketing mix. Pricing policy provides guidelines to the

marketing manager to evaluate appropriate pricing decisions.

Pricing decision has strategic importance in any enterprise. It means decision

of determining price of a product. Price can be defined as the exchange value

of the goods or services in the terms of money. The price of products should

be determined in such a matter so as to offer a reasonable amount of profit to

the manufacturer, a reasonable remuneration to middle man and the

maximum satisfaction to the consumers.

Price is an important element in the marketing mix. The policy is only factor

that generate revenue other factor are expense. Price is only revenue

element. So profits depend upon the price.

Price Policy could be decided on below factors.

Cost of raw material

Wages paid

Electricity expenses

Promotional expenses

Estimation cost

Other cost


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5. PROMOTION

Promotion refers to activities of personal selling, advertising and

communicating product benefit and attributes to target consumer to pressure

them to purchase.

The marketing mix activates or product and distribution are performed mainly

with in business or between a business and the member of its distribution

channels. However, though its promotional activities, a firm communicates

directly with potential customers and as well as we see, it is not a simple

process.

Promotion consists of those activities that are designed to bring a company

goods and services to the favourable attention of customer.

There are four forms of promotion are as follows.

Personal selling

Advertising

Sales promotion

Public relation

MOTEL THE VILLAGE makes promotion activities. So they can increase the

volume of sales and earning maximum profit.


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6. ADVERTISING

Advertising is non-personal form of communication conducted through paid

media under clear sponsorship.

Advertisement can define as Mass, paid communication presentation and

promotion of goods, services or ideas by an identified sponsor, it is paid

communication, because the advertising has to pay for the space or time in

which his advertising.

Advertising is nothing but a paid from of non-personnel presentation or

promotion of ideas, goods or services by an identified sponsor. The main

purpose of every organization is to promote sales and for this purpose each

and every organization use advertisement.

The advertisement at MOTEL THE VILLAGE is mainly media like print media

like newspapers, journals etc.


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7. SALES PROMOTION

Now, day in competition are sales promotion activities become most powerful

in any of the organization to promote the sale? MOTEL THE VILLAGE also

tries it best for sales promotion.

MOTEL THE VILLAGE gives discount on their regular customer. They are

also provide group package on food, they provide discount on some special

event. They are doing sales promotion activity by this way.


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8. COMPETITORS

In the market have many hotels & resorts but some resorts food have very

good quality & reputation in the Rajkot city. Motel The Village is one of the

best resorts facilitating their customers to their excellence.

The core competitors of Motel The Village are Chouki Dhani,The Grand

Bhagvati, Imperial Palace.

9. MARKETING RESEARCH

Marketing research is a systemizing, gathering, recording and analyzing the

date about the marketing problem to facilitate decision making.

Thus, marketing research concentrates on the study of product planning,

advertising and sales promotion, distribution, structure, marketing strategies,

marketing competition, buyers behaviour and attitude in the marketing place.

MOTEL THE VILLAGE. is highly reputed business resort. The resort

facilitates consistently high standard of facility and accommodation to their

valuable customers & serves the best hospitality. Therefore MOTEL THE

VILLAGE is best resort ever in RAJKOT


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10. Customer Relationship Management

Customer Relationship Management is the process of carefully managing

details information about the individual consumer and all customer Touch-

Points to maximize customer loyalty. A customer touch point is any occasion

on which a customer encounters the brand and product from actual

experience to the personal or mass communication to casual observation.

For a hotel, the touch points includes reservation, check-in, check-out,

frequently stay programs, room services, business services, exercise

facilities, Landry services. for instant the four seasons relies on personal

touch such as a staff that always address guest by name, high power

employees how under stand the knees of sophisticated business travelers

and at least one best in region facilities Such as a premier restaurant or spa.

In the Motel The Village they eligibly accepts the theme of Customer

Relationship Management, by providing birthday wishes, Festival

celebrations, Publishing a Magazine every month named Madhukari to their

customers all over India.


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Bert Antonic

Sky Park Circle

Suite 140 Irvine, CA 92614 USA

Platform Immersion and Personal

Trading Plan Instructor

Online Trading Academy

If you visit RAJKOT, You must go toMOTEL THE VILLAGE,

Equities, Forex, Technical Analysis Strategies,where you will be treated to the

Best Hospitality INDIA can ever offer.

Vajubhai Vala

Cabinet Minister of FinanceGujarat State.

Basically I belong to RAJKOT city, and currently work as a finance minister

Gujarat State. Kakubhai - owner of Motel The Village is one of Those

Entrepreneurs who thought of all Rajkotians about the Motel concept and is

efforts in hospitality industry for Rajkot is courageous for every Rajkotians.

Every visit of mine at Motel the Village I found something new in terms of

development, theme wedding concept, conference etc..., I heartily wish good

luck and pray to almighty for Kakubhai and Motel The Village Family to

remain synonymous with hospitality.


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:: Finance Department ::

Contents of Finance Department

1. Introduction

2. Organisational Chart

3. Financial Planning

4. Sources of Finance

5. Capital Structure

6. Management of Working Capital

7. Management of Fixed Assets

8. Profit

9. Account

10. Project Cost


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1. INTRODUCTION

Finance is a Life blood of the business. It is impossible to run a business

without finance. In every function of business need finance.

Finance is like an arm or left either you use it or looseit.

Financial management is that manage real activity, which is concerned with

the planning and controlling of the firms financial resources. A capable

financial management can lead the unit to the path of highly profitability with

limited financial turnings.

All the activities requires finance for their implementation like to establish a

business, to buy row material and machines, to make production, to pay

wages, salaries, to market the products etc.

Financial management is concerned with the efficient use of an important

economic resource, namely capital funds.

-SOLOMAN


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2. ORGANISATIONAL CHART

Financial Department

Financial Manager

Chief Accountant

Or

Administrative Officer

Clerical Staff


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3. FINANCIAL PLANNING

A firm needs to manage its resources effectively and efficiently to achieve its

objectives. The managing of resources in an effective manner is possible only

when the management works out the future courses of action in advance and

takes decisions in a professional manner, utilizing the individual and group

efforts in a co-ordinate and rational manner.

Financial planning is preliminary statement estimating the amount of capital

and determining its composition.

It includes,

Develop the best plan to obtain the required fund.

Establish control points, which need to be establish

Analyse the financial results of operation.

MOTEL THE VILLAGE is also performing their financial planning very

efficiently and in an effective manner. The top management does the financial

planning annually.


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4. SOURCES OF FINANCE

Sources of finance mean that from where to collect funds and from where

money comes for industries and also at sometimes in which way it comes at

the time of requirements. Generally there are two source of finance i.e.

Internal Source

External Source

MOTEL THE VILLAGE has internal source as well as external source of

finance.


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5. CAPITAL STRUCTURE

Capital structure means the combination of debt capital and own

capital.

Capital structure is a very important decision for the company. Here the

company determines the formation of the capital or mix of different types of

long term funds.

Capital structure refers to the composition of long term sources of funds as

debentures, long term debtors, preference share capital, equity share capital

and retained earnings i.e. reserve and surplus.

MOTEL THE VILLAGE has its own capital.


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6. MANAGEMENT OF WORKING CAPITAL

According to Gestenberg Circulating capital means current assets of a

company that are changed in the ordinary course of business from one form

to another

In other words, working capital is that which is held to meet day today

requirement of business, which changes from day to day and which is

converted in to cash continuously. The risk element is low in it.

In MOTEL THE VILLAGE working capital concern of the financial manager

such as the accomplishment of the value of maximization of goal depends

essential on prudent working decision.


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7. MANAGEMENT OF FIXED ASSETS

Management of fixed assets is very important in any organization. Fixed

assets of a company are the permanent capital of the company. They are

helped in the production process. They can be used year by year for a long

period of time, they must be checked. A large fixed asset does not mean that

the firms are very well but there must be proper use of fixed assets.


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8. PROFIT

Over and above the objective of a business the basic objective of any

organization is making profit. Profitability of a firm means consist ratio and

percentage of total profit earned on an annual bases. The entire existences of

the business depend on its profitability.

it is termed as excess of income over expenses over a period of time.

MOTEL THE VILLAGE has annual turnover of Rs. 3.90 Crore and

successfully earning an annual profit of Rs. 8.88 Lacs.

9. ACCOUNT

Motel The Village taints its account by double entry system and accounting is

fully computerized. The financial manager manages this accounts very

efficiently.


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10. PROJECT COST

Liabilities Assets

Particulars Rs. Particulars Rs.

Capital 66,73,000 Land & Building 1,60,00,000

Profit 8,88,000Plant &

Machinery46,28,000

Loan 1,58,00,000Furniture &

Fixture15,52,000

Current

Liabilities35,40,000

Computer &

Peripheral1,90,000

Vehicles 8,82,000

Wedding theme

structure 27,70,000

Working capital 8,79,000

Total 2,69,01,000 Total 2,69,01,000


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Contents of H R Department

:: Human Resource Department ::

1. Introduction

2. Organisation Chart

3. Manpower Planning

4. Recruitment & Selection

5. Training & Development

6. Performance Appraisal System

7. Personal Record

8. Wages & Salary

9. Employee Benefit

10. Time keeping system


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1. INTRODUCTION

The main componential organization is their employee an organization

requires the services of its employees to achieve the goals; therefore

resources are the most evident part of an organization.

Personnel management. Is the planning, organizing, direction, controlling of

the procurement, development, compensation, integration and malignance of

people of the purpose of contribution to organization, individual and socialgoal. - EDWARD FLIPPO

Personnel management is concerned with managing people at work. All the

activity of the unit are initiated and determined by the employees, who make

up plants institutions or offices. All these are unproductive without employees.

Thus personnel management covers the management of employees at all

levels.


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2. ORGANIZATION CHART

It is a modern business world and in modern business there is so much

competition. The existence of marketing department over marketing manager

is a must. The organization structure of the marketing department in any

organization differs, as per need and the size of the enterprise.

The organization chart of MOTEL THE VILLAGE :

ORGANISATION CHART

Managing

Director

General

Manager

F&B

Departmen

t

H.R.D &

Managing

Auditing

Kitchen

Department

Cottage

Chief

Accountant

& Party

Manager

Bankers

Purchase House

Keeping &Maintenance

Front Door Marketing

Departmen

Office


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3. MTVs Enthusiastic & Spontaneous Team


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4. MANPOWER PLANNING

Planning is the primary and most important function of management is very

organization in commercial and industrial organization planning has been

focused on every activity of the business like marketing, manpower etc.

Manpower planning is the process of determining manpower requirement and

the meaning these requirement in order to carry out the integrated plans of

the organization.


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5. RECRUITMENT & SELECTION

Recruitment

Recruitment is a process to discover the sources of manpower to meet the

requirement of the staffing schedule and to employee effective measures for

attracting that manpower in adequate numbers to facilitate effective selection

of an efficient working force - STEPHEN P.

Recruitment is the process of selecting efficient and trustworthy employees

who are willing to apply for the job. Recruitment aims to develop and maintain

proper manpower resources.

There are three methods of recruitment that is.

1. Direct method

2. Indirect method

Sources of Recruitment

Internal

1. Present Employee

2. Employee Reference

3. Previous Application

External

1. Advertisement

2. Consultants

MOTEL THE VILLAGE units from internal sources for recruitment like

employees reference, present employee.


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Selection:

The objective of selection process is to determine whether an application

meets the qualification for a specific job and to choose the applicant who is

must likely to person well in job.

This information is accrued in a no. of steps or stage. It is a very complicated

and it is generally based on the nature and technology of the unit. It is

concerned with securing relevant information about an applicant like

education, date of birth, age, his qualification etc.

Selection is the process of choosing the individual who posses the necessary

skills, ability and personality to successfully fill specific job in the

organization.

Selection process:

The hiring process is of one or many go, no-go gauges. Candidates are

screened by the application of these tools. Qualified applicants go on to the

next hurdle, while the unqualified are eliminated.

The selection procedure is concerned with securing relevant information

about an applicant. Selection is a long process, commencing from the

preliminary interview of the applicants and ending with the contract of

employment.

MOTEL THE VILLAGE the following process of selection,

Interview

Preliminary selection

Final selection

Placement


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6. TRAINING & DEVELOPMENT

Training

Training is short term process utilizing a systematic and organized

procedure by which non-managerial personnel learn technical knowledge and

skills for a definite purpose Development is a long term educational process

utilizing a systematic and organized procedure by which managerial

personnel learn conceptual and theoretical knowledge for general purpose

Training and development refer to importing of specific skills, abilities andknowledge and performance of employee.

Every institution trains their worker after selection of the person. Training is a

technique by which a management also information that, this employee is

right for job or not. There are two methods of training.

On the job training

Off the job training

Motel The Village giving training to new employees with the help of on the job

training.

MOTEL THE VILLAGE giving to new employees in accordance to seniority.

Development:

The management is the dynamic life giving element in business. The caliber

and performance of the manager will largely determine the success of

business. Therefore this company also takes care for the development of the

employees. The company provides special training to improve the

performance level.


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7. PERFORMANCE APPRAISAL SYSTEM

Performance appraisal means persons performance in the company.

Once the employees have been selected trained and motivated, he is then

appraisal for his performance. Performance appraisal is the step were the

management finds out how effective it has been at hiring and placing

employee. A performance appraisal consists of evaluating an employees

performance of job in terms of a job in terms of its recruitment.

MOTEL THE VILLAGE consider its employees as its most valuable and

therefore it believes in perfect and accurate performance appraisal system.

They believe that employees efficiency, productivity and great performance is

a ladder to success. Motel The Village has an efficient their performance.


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8. PERSONAL RECORD

In personal record, compete up to date information is maintained about

employees. Every unit have record book for employees in which record

information about employees leave, promotion etc.

MOTEL THE VILLAGE has record book of employees. These record books

are as follows.

Attendance register

Leave register

Salary, wages register


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9. WAGES & SALARY

Wages and salary are one of the important functions for organization as well

as staff working in it. It motivates the person to be effective, so it is most

important for the organization and staff.

In Motel The Village wages and salary is to be paid on monthly basis. They

pay salary to their employee on 1st in every month.


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10. EMPLOYEE BENEFIT

In today companies gives benefits to their worker or employee. MOTEL THE

VILLAGE provides following facilities.

Over time

Bonus

Awards

TIME KEEPING SYSTEM

Time keeping system for a one person or a firm should develop an effective

time keeping system. In time keeping system the arrival and living of

employees are recorded.

MOTEL THE VILLAGE has a two shift of duties. The employees of this

company have to present at the duty time. The duty time as follows.

From 10:00 a.m. to 3:00 p.m.

And

5:00 p.m. to 12 a.m.


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:: SWOT ANALYSIS ::

STRENGTHS :

1. Huge, Capable & Efficient Staff.


3. Relationship with their Customers

4. Madhukari magazine published for their customers

5. Strong Market Presence

6. Continuous Innovations. [invent, invent & invent....]

7. Revolving Stage for marriage ceremony

8. Co-ordination among senior managers & employees

9. Daily charts prepared for allocating work to each and every employees

WEAKNESSES :

1. Cleanliness should be taken care off.

2. Entertainment need to be incremented.

3. MTVs Hoardings need to be highlighted.

4. Relaxation Programme for employees

OPPORTUNITIES :

Rapid & Continuous Growth in the market with new innovations &

craving all the opportunities & challenges.

THREATS :

Highly Competitive market against hotel & resort industry, such as

Chauki Dhani, The Grand Bhagwati, Imperial Palace.


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:: RESEARCH METHODOLOGY ::

1. INTRODUCTION OF RESEARCH TOPIC

CONSUMER SATISFACTION.

2. SIGNIFICANCE OF RESEARCH :

The project is being carried out as a part of summer training project in

MOTEL THE VILLAGE. The recent studies will be conducted at MOTEL THE

VILLAGE to achieve the following objective:

A. To study and increase Customer Satisfaction percentage

B. Better utilization of resources.

C. To maintain customer loyalty

D. To know the customers retention.

E. To know the customers decision on services provided.

F. To increase profit percentage.

G. To study better utilization of resources of firm

H. To serve the customers in the best possible manner.


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3. SCOPE Of Research Study

1. How to Satisfy the Customers needs?

2 .How to hold the customers & retain them?

3. How to maintain the Customer loyalty?

4. HYPOTHESIS

H0: Customers are not satisfied with Motel The Village.

H1: Customers are satisfied with Motel The Village.


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5. RESEARCH PROBLEM

It is a well known saying that ATITHI DEVO BHAVH which means customer

must be treated as god. In customer satisfaction research , we typically ask

about overall satisfaction with products or services. When inertia, lack of

competition, price and partially good offerings are the main reasons why

customers continue patronizing a product or service, an overall customer

satisfaction score may be misleading.

So, in this context the research problem underlying this study is analysis of

whether the Customer of the Motel The Village are satisfied with the degree of

services and hospitality provided over there or not.
http://relevantinsights.com/tag/customer-satisfaction-researchhttp://relevantinsights.com/tag/customer-satisfaction-research


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1. LITERATURE REVIEW

Parasuraman et al., 1988; Grnroos, 1982

Service quality is a complex, elusive, subjective and abstract concept. It

means different things to

different people. The most common definition of service quality is the

comparison customers make between

their expectations and perceptions of the received service.

Lehtinen and Lehtinen (1982)

Quality is a multi-dimensional concept. Lehtinen and Lehtinen defined three

dimensions of service quality, namely, physical quality, interactive quality and

corporate quality.

Grnroos (1984)

He argued that service quality comprises of technical quality, functional quality

and corporate image.

Parasuraman et al. (1985; 1988)

He developed the SERVQUAL scale, which became the most popular

instrument for measuring service quality. They identified five key dimensions

of service quality reliability, tangibles, responsiveness, assurance and

empathy. The SERVQUAL scale consists of 22 items for assessing customer

perceptions and expectations regarding the quality of service. A level of

agreement or disagreement with a given item is rated on a seven-point Likert

scale. The results are used to identify positive and negative gaps. The gap is

measured by the difference between perceptions and expectations scores

and indicates the level of service quality. If the result is positive, perceived

service exceeds expected service. A negative result means low quality of

service. According to this instrument, service quality occures when

perceived service meets or exceeds customer's expectations.


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Danaher and Mattsson, 1994

To sum up, the relationship between quality and satisfaction is complex.

Some authors have described it as Siamese twins. Although there still remain

a lot of unresolved questions, it can be concluded that service quality and

customer satisfaction can be perceived as separate concepts that have

causal ordering. Providing services those customers prefer is a starting point

for providing customer satisfaction. A relatively easy way to determine what

services customer prefers is simply to ask them.

Horsnell (1998)

According to Gilbert and Horsnell , and Su , guest comment cards (GCCs) are

most commonly used for determining hotel guest satisfaction. GCCs are

usually distributed in hotel rooms, at the reception desk or in some other

visible place.

(Churchill and Surprenant, 1982; Oliver, 1980; Barsky, 1995; Zeithaml

and Bitner, 2003)

Given the vital role of customer satisfaction, it is not surprising that a variety of

research has been devoted to investigating the determinants of satisfaction.

Satisfaction can be determined by subjective (e. g. customer needs,

emotions) and objective factors (e. g. product and service features).

Present data is necessary for any research but past data is also useful for any

research

A good researcher makes literature review for an effective good research.

Customer satisfaction is a term frequently used in marketing. It is a measure

of how products and services supplied by a company meet or surpass

customer expectation. Customer satisfaction is defined as "the number of

customers, or percentage of total customers, whose reported experience with

a firm, its products, or its services (ratings) exceeds specified satisfaction

goals."


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In researching satisfaction, firms generally ask customers whether their

product or service has met or exceeded expectations. Thus, expectations are

a key factor behind satisfaction. When customers have high expectations and

the reality falls short, they will be disappointed and will likely rate their

experience as less than satisfying. For this reason, a luxury resort, for

example, might receive a lower satisfaction rating than a budget moteleven

though its facilities and service would be deemed superior in 'absolute' terms."


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7. Customer satisfaction and Resort performance

.


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8.RESEARCH METHODOLOGY

Primary Data:It consists of information collected for the specific purpose, survey research

was used and all the details of MTV customers were contacted. Survey

research is the approached gathering description and information.

Secondary Data:

The secondary data consists of information that already existing somewhere

having been collected for another purpose. Any researcher begins the

research work by first going through secondary data. Secondary data includes

the information available with company. It may be the findings of research

previously done in the field. Secondary data can also be collected from the

magazines, news papers, internet other service conducted by researchers.

Methods of Data Collection:The study includes in it the data collected through primary sources. Primary

data is collected with the help of structured questionnaire and personal

meeting. Questionnaire is administered on the sample respondents. However

there are certain cases where personal interactive method is followed with

customers to find the satisfaction level.

Population Size : Customers of MTVSample Size : 55 respondents

Sampling Procedure : Random sampling

Instrument Type : Questionnaire


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:: DATA ANALYSIS & INTERPRETATION ::

1. Welcome Gesture of MTV.

Response:

Excellent 27

Average 28

Poor 0

0.00%

10.00%

20.00%

30.00%

40.00%

50.00%

60.00%

Excellent Average Poor

49.09% 51.10% 0.00%


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2. Ambience of MTV.

Response:

Excellent 34

Average 19

Poor 02

0.00% 10.00% 20.00% 30.00% 40.00% 50.00% 60.00% 70.00%

Excellent

Average

Poor

61.81%

34.54%

3.63%


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3. Entertainment of MTV

(Game zone, disco theaque, puppet show, lake boating)

Response:

Excellent 23

Average 31

Poor 01

Series1

0.00%

10.00%

20.00%

30.00%

40.00%

50.00%

60.00%

ExcellentAverage

Poor

41.81%

56.36%

1.81%


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4. Employee interaction in MTV.

Response:

Excellent 29

Average 25

Poor 01

0.00% 10.00% 20.00% 30.00% 40.00% 50.00% 60.00%

Excellent

Average

Poor

52.72%

45.45%

1.81%


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5. Cottages if occupied.

Response:

Excellent 08

Average 08

Poor 00

Non visited 38

0.00%

20.00%

40.00%

60.00%

80.00%

ExcellentAverage

PoorNon visited

14.54%14.54%

0.00%

69.09%


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6. Cuisine experience:

Response:

Excellent 28

Average 25

Poor 02

0.00% 10.00% 20.00% 30.00% 40.00% 50.00% 60.00%

Excellent

Average

Poor

50.91%

45.45%

3.63%


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7. Service standards:

Response:

Excellent 31

Average 22

Poor 02

56.36%

40.00%

3.63%

Excellent

Average

Poor


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8. Comparative value for money:

Response:

Excellent 12

Average 40

Poor 03

0.00%

10.00%

20.00%

30.00%

40.00%

50.00%

60.00%

70.00%

80.00%

Excellent Average Poor

21.81%

72.72%

5.45%


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9. Banquette experience:

Response:

Excellent 11

Average 11

Poor 03

Non visited 30

20.00%

20.00%

5.45%

54.54%

Excellent

Average

Poor

Non visited


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10. Overall experience:

Response:

Excellent 22

Average 33

Poor 00

Series1

0.00%

10.00%

20.00%

30.00%

40.00%

50.00%

60.00%

70.00%

ExcellentAverage

Poor

40.00%

60.00%

0.00%


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11. Why do you prefer MTV than any other place in Rajkot?

Response:

Ambience 6

Cuisine 6

Family experience 16

All of above 27

0.00% 10.00% 20.00% 30.00% 40.00% 50.00%

Ambiance

Cusine

Experience

All of Above

10.90%

10.90%

29.09%

49.09%


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12. What do you believe should more importance be given to?

Response:

Ambience 9

Cuisine 36

Pricing 8

Other 2

16.36%

65.45%

14.54%

3.63%

Ambience

Cusine

Pricing

Other


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STATISTICAL ANALYSIS / HYPOTHESIS TESTING

CHI-SQUARE TEST:

Chi-square Test is applied to test the goodness of fit, to verify the distribution

of observed data with assumed theoretical distribution. Therefore it is a

measure to study the divergence of actual and expected frequencies: Karl

Pearsons has developed a method to test the difference between the

theoretical (hypothesis) and observed value.

Chi-Square Test, X2 = (Oij Eij)2 / Eij

Degree of freedom, df= (r - 1) (c -1)

Where,

Oij = Observed Frequency;

Eij = Expected Frequency;

R = Number of Rows;

C = Number of Columns;

Hypotheses:

Ho (Null): Customer are not satisfied with Motel The Village.

Ha (Alternate): Customer are satisfied with Motel The Village.


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Chi square

Observed ExpectedEx. -Ob. square Sq./Ex.

Welcome

Gesture

Excellent 27 25.75 -1.250 1.563 0.061

Average 28 27.875 -0.125 0.016 0.001

Poor 0 1.375 1.375 1.891 1.375

Ambience

Excellent 34 25.75 -8.250 68.063 2.643

Average 19 27.875 8.875 78.766 2.826

Poor 2 1.375 -0.625 0.391 0.284

Entertainment

Excellent 23 25.75 2.750 7.563 0.294

Average 31 27.875 -3.125 9.766 0.350

Poor 1 1.375 0.375 0.141 0.102

Employeeinteraction

Excellent 29 25.75 -3.250 10.563 0.410

Average 25 27.875 2.875 8.266 0.297

Poor 1 1.375 0.375 0.141 0.102

Cuisine

Excellent 28 25.75 -2.250 5.063 0.197

Average 25 27.875 2.875 8.266 0.297

Poor 2 1.375 -0.625 0.391 0.284

Service

Excellent 31 25.75 -5.250 27.563 1.070

Average 22 27.875 5.875 34.516 1.238

Poor 2 1.375 -0.625 0.391 0.284

Price

Excellent 12 25.75 13.750 189.063 7.342

Average 40 27.875 -12.125 147.016 5.274

Poor 3 1.375 -1.625 2.641 1.920

OverallExperience

Excellent 22 25.75 3.750 14.063 0.546

Average 33 27.875 -5.125 26.266 0.942

Poor 0 1.375 1.375 1.891 1.375

29.515


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Observed Frequency:

We can find out Expected Frequency using the formula of Eij,

Eij = Row Total *Column Total

Grand Total

For e.g. here,

Eij for Excellent = (206*55) / 440 = 25.75

Eij for Average = (223*55) / 440 = 27.875

Eij for Poor = (11*55) / 440 = 1.375

Expected Frequency:

X2 (cal) = 29.51459

df = (r - 1)(c - 1)

= (8-1)(3-1)

= 14

df = 14 and @ 5% significance level, X2 (tab) = 26.296

X2 (cal) >X2

(tab)

Therefore, Hypothesis is rejected. So the result is that, customer are

satisfied with Motel The Village.


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:: Annexture ::

:: Questionnaire ::

Name : _______________________________________________________

Contact No. : ___________________________________________________

1.The co-ordial way, Motel The Village welcomes you.

(a) Excellent (b) Good (c) Poor

2.Traditional & Typical Village Outlook of the MTV makes you feel.


3.Overall Entertainment like Puppet Show, Indoor Games, Disco-Theque,

Boating, Ghazal etc of the MTV.


4.Helpfulness & Friendliness of Staff members.


5.Luxurious Cottage Facilities of the MTV.


6.Dinning Hall of the MTV.


7.Quality of Food of the MTV.(a) Excellent (b) Good (c) Poor

8.Delievery Service of the food ordered.


9.Comparative Food Pricing of the MTV.



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10.What do you believe should more importance be given to ?

(a) Quality or varieties of Food

(b) Hospitality or Service

(c) Food Pricing

(d) Ambience

(d) Other __________________________________________.

11.Banquet Hall & Banquet Service you have ever received from the MTV.


12.Why to prefer Motel The Village than any other place in Rajkot ?

(a) Food Quality

(b) Service

(c) Entertainment

(d) All the Above

13. Would you like to give any suggestion and overall experience at the Motel

The Village.

______________________________________________________________

______________________________________________________________

____________________________ .


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:: Suggestions ::

1. Cleanliness should be maintained regularly.

2. Entertainment area must be developed.

3. MTVs hoardings must be on kalawad road highway.

4. More focus should be there on regular customer.

:: Limitations of Study ::

1. It was not possible to take reviews of each and every customer of MTV.

2. As I had to take reviews from customers, I had to keep one authorised

person with me.

3. As it is a hospitality industry, I had to stay till late night over there.

:: Implications of Study ::

The research was conducted at REEYO MOTEL THE VILLAGE RESORT

PVT. LTD., Kalawad Road, Rajkot. In order to judge the degree of employees

job satisfaction at the motel. The main aim of the research was to evaluate

which factors excellences in the employees job satisfaction and to improve

those areas and factors of job satisfaction.


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:: Conclusion ::

My qualitative analysis of the MOTEL THE VILLAGE(MTV) shows that the

level of customer satisfaction is good both considering the overall evaluation

and the single services.

Human resource management in particular results to be specially effective in

entertainment and restaurant service area.

By interviewing the hotel's management about the results, it emerged that

they didn't have the perception of the gaps we found in cottages services.

Though the cottage service heavily depends on the quality of the motels

structure, a certain degree of improvement maybe obtain through a concrete

effort towards their customization.


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:: Bibliography ::

Marketing management:

A South Asian Perspective by Kottler, Keller, Koshy & Jha

Publisher: Pearson Education

Human resource management:

Human Resource Management By K. Aswathapa

Publisher: Tata Mc graw hill

Financial management:

Financial management, theories & practicals By Chandra, Prasanna

Publisher: Tata Mc graw hill

www.wikipedia.com

www.india-report.com

www.motelthevillage.co.in

www.facebook.com/motelthevillage
http://www.wikipedia.com/http://www.wikipedia.com/http://www.india-report.com/http://www.india-report.com/http://www.motelthevillage.co.in/http://www.motelthevillage.co.in/http://www.facebook.com/motelthevillagehttp://www.facebook.com/motelthevillagehttp://www.facebook.com/motelthevillagehttp://www.motelthevillage.co.in/http://www.india-report.com/http://www.wikipedia.com/

Mohit Final Project

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