Radisson&Five Star
-
Upload
shashi-bhushan-sonbhadra -
Category
Documents
-
view
224 -
download
0
Transcript of Radisson&Five Star
-
7/27/2019 Radisson&Five Star
1/47
MARKETING OF SERVICES
TERM PROJECT
COMPARATIVE ANALYSIS OFRADISSON WITH OTHER FIVE STAR HOTELS
SUBMITTED TO:
Dr. NEERU SHARMA
SUBMITTED BY:
ABHIRJIT SAH (1063)
AMIT RAI (1065)
HARBIR RAI (1076)
VIKAS SEHGAL (1120)
VINAYAK MARWAH (1122)
-
7/27/2019 Radisson&Five Star
2/47
Date of Submission: 10-10-2001
CONTENTS
EXECUTIVE SUMMARY
1. INTRODUCTION
2. GENERAL SCENARIO
3. COMPANY PROFILE
4. SCOPE F STUDY
5. METHODOLOGY
6. LIMITATINS F STUDY
7. OUTCOME
8. SUMMARY
9. RESEARCH METHODOLOGY
10. DATA ANALYSIS AND INTERPRETATION
11. COONCLUSION
12. RECMMENDATION
13. SUGGESTION
14. BIBLIOGRAPHY
-
7/27/2019 Radisson&Five Star
3/47
15. ANNEXURE
INTRODUCTION
Time lost is time gone, the lull before the storm is the time of
silence, yet business goes on. People change, situation change,
yet again companies the entity, lives on. Liberalization has
brought on way too many changes, slowly not it is increasing the
competition but because of various unavoidable reasons it is
affecting tourism and the business travelers extensively.
Growth in the last few years was expected to be stupendous for
the leisure market, FITs (Free Individual Traveler) as well as the
business traveler. Political inconsistency and the advent terrorism
in the country fore cast a shadow like a phantom on the business
of the Hotel industry bringing it t its present state of low market.Yet expectations run high, people dare to dream, tourism will
boost, foreign investors will again look to instead t India instead of
China as of now and hoteliering will flourish again, keeping this
hope in their heart many internationals chain of Hotels like Fur
Season, Marriots, Radisson, Hyatt, etc. have started construction
and investment in India.
-
7/27/2019 Radisson&Five Star
4/47
Due to the scenario the job of the sales and marketing become
worse as business being low, overall productivity being low,hence market share is low- to increase the market share would
mean to compromise on services as hotel would have too
compromise on its pricing and create a state of flux in the
market. Henceforth, the Sales Manager concentrates on value for
money for the guests and looks to offer him even more services
at the same amount of price to lure him from another hotel and
maintain his strong market share and create a niche for himself in
the market.
Enter the Radisson.
GENERAL SCENARIO
CARLSON HOSPITALITY WORLDWIDE
-
7/27/2019 Radisson&Five Star
5/47
Carlsons companies incorporation, is one of Americas largest
privately held corporations. A global leader in the travel,hospitality, and marketing industries, Carlson Companies is
the parent company of over 75 corporations. It generated
$13.4 billion in systematic revenues under Carlson brands in
1999 and $20 billion in 2000. Its four dynamic operating
groups, each single-mindedly focused on achieving market
leadership in its segment, are characterized by continuous
global expansion, leadership through technology, and
dedication to quality.
CARLSON HOSPITALITY WORLDWIDE
It is a major force in the hospitality industry. Its lodging
operations span 480 locations in 42 countries, including five
cruise ships that travel all seven continents. Its restaurant
operations include over 470 locations in 34 countries. Carlson
Hospitality Worldwide is a powerful family of brands includes the
following:
Regent International Hotels
Radisson Hotel Worldwide
Radisson Seven Seas Cruise
Country Inns and Suites by Carlson
-
7/27/2019 Radisson&Five Star
6/47
T.G.I Fridays
Fridays American Bar
Italiannis
Front-Row Sports Grill
RADISSON HOTELS WORLDWIDE
Recognized within the industry as one of the worlds leading
upscale hotel companies, Radisson is focusing its effort on a
unified goal of quality. The future of our brand depends on
building relationship with guest that would lead to brand
preference. We intend to put our commitment to guest
satisfaction on the line by implementing a 100% guest
satisfaction guarantee in 1998. We are focused now on the only
reason were in business: to take care of our guests. Radisson
operates, manages, and franchises deluxe plaza hotels, suite
hotels, hotels and resorts, flying its flag over 350 properties in 39
countries.
RADISSON HOTEL INDIA OPERATIONS
Radisson Hotel Worldwide have started operation in India. It has
already started operating in major cities such as New Delhi,
Calcutta, Ahmedabad and Chennai.
-
7/27/2019 Radisson&Five Star
7/47
RADISSON HOTEL DELHI
Located at stones throw from both, the International and National
Airport, and a mere 25 minutes from the city-center, the Radisson
Hotel Delhi is a part of a worldwide chain of over 350 hotels. An
elegant low rise building, sprawling over 5 acres of landscaped
gardens, it is designed to offer the most modern state-of-the-art
facilities to the business traveler.
MISSION STATEMENT
The Radisson Hotel Delhi will strive to be the first choice of the
business traveler to Delhi by providing our guests with efficient
service, warmth, friendliness and security at an attractive price.
We will achieve the above by teamwork, sound and ethical
management and business practices as a Yes I can! attitude
seeking in the process to consistently exceed guest expectations.
YES I CAN PRINCIPLES
Show a Yes I Can! Attitude
Take Personal Responsibility
Use Teamwork
ABCs OF TURNING PROOBLEM INTO OPPURTUNITIES
-
7/27/2019 Radisson&Five Star
8/47
Apologize for the problem.
Be understanding and listen to the customer.
Correct the problem quickly.
Discuss what the customers wants done.
Explain what actions you will take.
Follow through on the solution.
-
7/27/2019 Radisson&Five Star
9/47
A-Z OF THE RADISSON HOTEL NEW DELHI
ACCOMODATION
The hotel has a total of 256 guest rooms and suites on four floors.
The first floor is Plaza Floor while the second, third and fourth
floor have superior rooms.
CLASSIFICATION OF ROOMS
DELUXE SUITE 14
EXECUTIVE SUITE 14
PLAZA CLUB DOUBLE 44
BUSINESS CLASS DOUBLE 44
BUSINESS CLASS TWIN 14
SUPERIOR DOUBLE 82
SUPERIOR TWIN 43
PRESIDENTIAL SUITE 1
TOTAL ROOMS 256
The four different categories of accommodation will attract the
following benefits:
-
7/27/2019 Radisson&Five Star
10/47
SUPERIOR ROOMS
Complimentary airport-hotel transfers by car.
Complimentary fruit basket replenished daily.
Complimentary local calls.
Complementary incoming faxes.
No charge for international line access.
In room coffee/tea maker.
BUSINESS CLASS
Complementary airport-hotel-airport transfers by luxury car.
Complementary buffet breakfast in the coffee shop.
A box of cookies as a turn down amenity.
Complementary fruit basket replenished daily.
Complementary local calls.
No charge for international line access.
In room coffee/tea maker.
-
7/27/2019 Radisson&Five Star
11/47
PLAZA CLUB
Complementary airport-hotel-airport transfers by limousine.
Complementary American breakfast in the Executive Plaza
Club Lounge.
Happy hour in the Plaza Club Lounge.
Complimentary tea/coffee and use of the lunge throughout
the day.
A box of cookies as a turn down amenity.
Complimentary ironing of one suit/dress per stay.
Complimentary photocopying in the Plaza Club Library.
In room fax machine on request.
a goodnight tray consisting of Hot Chocolate with a box of
cookies.
Complimentary meeting room for two hours per day.
Complementary local calls.
No charge for international line access.
In room coffee/tea maker.
-
7/27/2019 Radisson&Five Star
12/47
SUITES
Complementary airport-hotel-airport transfers by limousine.
Complementary American breakfast in the Executive Plaza
Club Lounge.
Happy hour in the Plaza Club Lounge.
Complementary evening canaps daily.
Complimentary tea/coffee and use of the lounge throughout
the day.
Complimentary ironing of one suit/dress per stay.
Complimentary photocopying in the Plaza Club Library.
In room fax machine on request.
a goodnight tray consisting of Hot Chocolate with a box of
cookies.
Complimentary meeting room for two hours per day.
Complementary local calls.
No charge for international line access.
In room coffee/tea maker.
-
7/27/2019 Radisson&Five Star
13/47
GUEST SERVICES
The Radisson Hotel Delhi has a comprehensive selection of guest
services, which include the following:
Swimming pool surrounded by a landscaped sun deck.
Shopping center in the lobby area.
Car parking for over 482 vehicles.
Limousine service.
Travel counter for arranging travel reservations and local
sight seeing.
Laundary and valet services.
Health club with sauna, steam, Jacuzzi and massage
service.
Gymnasium and squash courts.
Business center.
Beauty parlor.
Tea/coffee maker in every room.
-
7/27/2019 Radisson&Five Star
14/47
HOTELS RESTURANTS, LOUNGES AND BARS.
1. The Great kebab Factory: This is the
Indian Specialty Restaurant located on the lobby level. It is next
to the coffee shop and overlooks the pool. It is the most
popular, trendy restaurant offering large variety of kebabs.
This unique concept serves Galouti
Kebabs as the signature dish. It can accommodate upto 84
people
2. NYC- Fun Cafe:This is the 24-hour coffee shop of the hotel
which can accommodate upto 121 people. The coffee shop
is located on the lobby level and overlooks the pool
as well as the Tea Lounge. The coffee shop serves
breakfast, lunch, & dinner buffet. It also has an A La Carte
menu.
3. I Ching: This is the Chinese specialty restaurant which can
accommodate upto 92 people. It is located at the lobby
level and is close to the Business Centre.
4. Tea Lounge: The tea lounge is located in the lobby itself
and can accommodate upto 40 people. Tea lounge serve
pastries, services and different kinds of tea/coffee etc.
5. Savannah Bar: It is the colonial style bar, located on the
lobby level and has a capacity of 52.
-
7/27/2019 Radisson&Five Star
15/47
6. Italians: A casual Italian food restaurant next to the
banquets entrance. It would serving Italian food.
7. Super Stars:The hotel has the first ever sports barin India.
It is located on the basement 1 and is overlooking the
squash court. It can accommodate upto 200 people.
8. Pool Bar: The hotel has a pool bar for its resident guests
and health club members. It is located beside the swimming
pool.
-
7/27/2019 Radisson&Five Star
16/47
OBJECTIVE OF THE STUDY
SPECIFIC OBJECTIVE
The main objective of the study was to identify the guest
preferences for their various choices of hotels for and when their
stay at New Delhi.
GENERAL
To find what according to guests are their individual needs,
preferences and services they require to maximise a pleasant
stay.
To find the views of guest regarding hotel services offered by
hotels in Delhi the standards they expect and the standards
they get.
To find the needs and requirements of guests on a prioritized
basis what is important and what is not for them in a five star
deluxe category hotel.
To find guest preferred time of year for travel;, business or
pleasure, booking convenience etc., and their reason for
choice of hotel.
-
7/27/2019 Radisson&Five Star
17/47
To find the brand name and goodwill, being a chain or a single
unit property matter or not.
To find guest movement for groups their preference for stay.
Travel agencies, their movements in the leisure, Conference,
FIT Markets etc.
To find views of decions markers as to reasons for choice of
hotel for their guests in terms of proximity, pricing etc.
SCOPE OF THE STUDY
This project basically tries to identify the various guest views at
the Radisson, their experiences, expectations and feedback. The
Project will also critically analyse the service standards at the
Radisson and the level of service expected as well as the market
leader Vis--vis guest views, decisions markers and travel agents.
The focus here mainly being the best available fir the guest to
choose from yet at a price. The focus] of the study would hence
be to identify Guest Preference For Choice Of Hotel At New Delhi,
Conducted Co-ordinated by The Sales And Marketing Radisson
Hotel Delhi.
-
7/27/2019 Radisson&Five Star
18/47
METHODOLOGY
The project is done in selected areas of Delhi corporate, tourism
and guest staying at hotels. An exploratory survey has been
chosen which would lay foundation for a good research design.
Random sampling has been restored on a representative basis to
select 120 respondents from the entire population.
For selection of 120 respondents from entire population keeping
the objective in mind, a structured and undisguised questionnaire
is designed to collect various responses with regard to hotel stay
from respondents. Responses were collected personally and
through communication facilities such as Fax, telephone etc.
The collected data has been subjected to analysis as per the
objective and tool design has yielded a pattern of frequency
leading to conversion into percentages. Thus a descriptive
method has been adopted and analysis of data.
-
7/27/2019 Radisson&Five Star
19/47
LIMIATIONS OF THE STUDY
The study is restricted only to hotel guests, travel agents and
decision makers for the present moment at Delhi due to logistics,
time and cost factor etc. there is no specific tool to measure the
effectiveness of the study of the guest preference for choice of
hotel and is basically the views of guests, decision makers for the
corporate sector travel agents for groups and FITs.
LOGISTICS OF THE STUDY
Once the research design steps are over, the next phase is data
collection operation i.e. filed work. Since the study has been done
in the city of Delhi, the research had to be conducted within
certain Social, Cultural and Legal parameters, within a short
period of time, which has restricted the sample size to 120 only.
Field-work is the most expensive and error phone phase in a
research work. Here, researcher experiences a number of
problems like non-availability of the respondents and the various
logistics mentioned above.
-
7/27/2019 Radisson&Five Star
20/47
ENABLING PROCESS
The top management at the Radisson were very keen to know
guest views about services rendered and services offered and the
views of travel agents as well as decision makers in regard to
their reason for choice of hotel at New Delhi.
BARRIERS
The major problem that the researcher faced was basically
resistance from certain quarter of
a) Guest who did not like to be distributed.
b) Travel Agents who out rightly refused to fill the questionnaire
as they felt the information was sensitive and confidential.
c) Decision makers who out rightly said that they did not have
the time to respond to the questionnaire.
d) Some of the officials filled the questionnaire after repetitive
requests by the researcher but the information contributed by
them was not of much use as there was lack of seriousness.
-
7/27/2019 Radisson&Five Star
21/47
OUTCOME OF THE STUDY
It is expected from the finding that guest views at times may also
be neglected as decisions are made by the corporate decision
makers and travel agents. Also, certain guests feel not difference
in any fine star deluxe category as according to them all affer
almost the same services.
-
7/27/2019 Radisson&Five Star
22/47
RESEARCH METHDOLOGY
RESEARCH DESIGN
A research design helps to define the problem, method of data
collection, analysis, time requirement for the project and to
estimate the expenses to be incurred. It is simply a framework or
plan for a study tha6t guides to collect the data for analysis. A
exploratory research has been chosen for laying the foundation of
a good research design, that would satisfy the research design
and the research objectives. Survey of internal data is carried out
internally as well as externally. Internal secondary data is taken
from the marketing information data base of the company. This
uncovers information data base of the company. This uncovers
information like list of the competitors, customers, company
profile, marketing strategies adopted by the company etc.,
whereas external secondary data brings out industrial
background, History and Trends in Hotel Sales and guest views.
The sources of these are guest comment cards, services opinion
etc.
DATA COLLECTION METHOD
Among the two basic methods of collection data i.e.
Questionnaire method and observation method, Questionnaire
-
7/27/2019 Radisson&Five Star
23/47
method is selected for data collection. In this method the
respondents are questioned directly about their opinion anddemographics. It is less time consuming and relatively less
expensive and data recorded is more reliable, valid, flexible and
easy to answer by three segments the in house guest, the travel
agent and the decision maker for corporate bookings. Responses
were collected through personal meetings and the various
communication facilities such as Fax, Phone etc.
Random sampling has been resorted on a representative basis to
select the 120 respondents from the population of New Delhi., 40
being from each segment.
CONTRUCTION OF QUESTIONNAIRE
The primary data was collected with a structured and undisguised
questionnaire method, keeping in mind the three segments of
respondents i.e. the in house guest, the travel agent and the
decision maker for corporate bookings, separates questionnaire
were designed, keeping in mind the convenience of the question
help the researcher collect suggestions from the respondents.
A pilot study has been conducted prior to the construction of the
questionnaire to check whether the respondents understand all
the questions, whether they interpret the questions correctly etc.
after the pretest certain questions have been eliminated,
-
7/27/2019 Radisson&Five Star
24/47
dichotomous questions has been changed to multiple choice
questions, words and sequences or certain questions have beenchanged too. A copy of the three questionnaires has been
attached to the annexures.
SAMPLING PLAN
Sampling is an integral part of data collection process. Due to
time, cost and logistics of the constraints, it was not feasible to
collect data from each and every respondent in the target
segment. Hence, it is important to follow certain procedures to
generate a true representative sample. Among the two
approaches i.e. Probability and Non-probability sampling,
Probability sampling approach was selected, as sample frame is
available. It has got advantage of higher efficiency, scientific
method and lower relative cost. Random sampling has been
resorted on a representative basis to select the 120 respondents
from the entire population.
-
7/27/2019 Radisson&Five Star
25/47
TABLE NO: 01
FREQNENCY OF TRAVEL
FREQUENCY OF
TRAVEL
FREQUENCY N = 40 PERCENTAGE OF
GUESTS
ONCE A MONTH 14 35
ONCE IN SIX MONTHS 15 38
ONCE A YEAR 11 27
TOTAL 40 100
From Table No: I, it is inferred that 35% of the guest travel once a
month, 38% of the guest travel once in six months and 27% of
the guests travel once a year.
-
7/27/2019 Radisson&Five Star
26/47
TABLE No: 02
PURPOSE OF STAY
PURPOSE OF STAY FREQUENCY N= 40
PERCENTAGE OFGUEST
BUSINESS 25 63
PLEASURE 15 37
TOTAL 40 100
From Table 2, it is understood that the purpose of stay for 63%
of the guest is solely business whereas for 37% it is pleasure
-
7/27/2019 Radisson&Five Star
27/47
TABLE No: 03
DURATION OF STAY
DURATION OF
STAY
FREQUENCY N
= 40
PERCENTAGE
GUESTS DECISION
MAKER
GUESTS DECISION
MAKER
001 TO 2 DAYS 12 15 31 38
1 TO 7 DAYS 15 13 38 32
001-2 WEEKS 9 9 21 22
LONG STAY 4 3 10 8
From the above Table it is clear that 31% of the guest and 38% of
decision makes stay for a duration of one two days, 38% of the
guests and 32% of the decision makers stay for a period one to
seven days, while a mere 10% of guest and 8% of decision
makers stay for a long period.
-
7/27/2019 Radisson&Five Star
28/47
TABLE No: 04
REASONS FOR CHOICE OF HOTEL
REASONS FOR
CHOICE OF HOTEL
FREQUENCY N=40 PERCENTAGE OF
GUEST
PERCEPTION 4 9
PRINCE 5 13
BRAND NAME 5 12
F & B OUTLETS 2 5
PROXIMITY 6 15
RAPPORT WITH S.P 2 6
ROOM SIZE 2 7
AMBIENCE 1 2
DCOR 2 4
COMPANY
PROVIDE
3 8
SERVICE 6 15
HEALTH CLUB 1 2
SWIMMING POOL 1 2
TOTAL 40 100
From the above table it is inferred that service and prximity are
the most important reasons in the guests choice of hotel though
pricing and brand name are also equally important
TABLE No: 05
PREFERED WAY OF BOOKING
-
7/27/2019 Radisson&Five Star
29/47
BOOKING
METHOD
FREQUENCY N=40 PERCENTAGE
GUEST DECISION
MAKERS
GUESTS DECISION
MAKERS
SELF 5 4 12 10
TRAVEL
AGENT
4 3 10 9
COMPANY 31 33 78 81TOTAL 40 40 100 100
Table No:5 inferrs that of the three method of booking, guests &
decision makers prefer company booking followed by self booking
-
7/27/2019 Radisson&Five Star
30/47
TABLE No: 06
QUALITY OF SERVICE STANDARDS
SERVIC
E
STANDA
RDS
FREQUENCY N=40 PERCENTAGE
GUEST DECISIO
NMAKERS
TRAVEL
AGENTS
GUEST DECISIO
NMAKERS
TRAVEL
AGENTS
GOOD 23 27 23 58 68 58
SATISFA
CTORY
15 7 9 36 18 23
BAD 2 6 8 6 14 19
TOTAL 40 40 40 100 100 100
From the above table it can be understood that 58% of the guests
find the service standard of Radissonoto be good in comparrision
to other hotels, 68% of the decision makers find service standards
of radisson to be good
-
7/27/2019 Radisson&Five Star
31/47
TABLE No. 07
CATEGORY OF ACCOMODATION
CATEGORY OF
ACCOMADATION
FREQUENCY N =
40
PERCENTAGE OF
DECISION MAKERS
AVAILED
HOTELS 35 86
GUEST HOUSE 4 11
BUNGLOWS 1 3
TOTAL 40 100
The table infers that 86% of the decision makers accommodate
their guest in hotel, and a mere 3% in bunglows.
-
7/27/2019 Radisson&Five Star
32/47
TABEL NO. 08
AVERAGE ROOM NIGHTS PER MONTH
CLASS FREQUENCY N = 40 PERCENTAGE OF
DECISION MAKER
SUPERIOR 27 68
EXECUTIVE 9 22
SUITES 4 10
TOTAL 40 100
From table no:8 it can be understood that 68% of decision makers
prefer the superior class and 22% prefer the executive class of
rooms.
-
7/27/2019 Radisson&Five Star
33/47
TABLE NO. 09
NATURE OF BUSINESS HANDLED
NATURE OF BUSINESS FREQUENCY
N = 40
PERCENTAG OF
TRAVEL AGENTS
HANDLED 9 22
CONFERENCE 8 18
FIT 6 16
LEISURE AND CONFERENCE 6 16
CONFERENCE AND FIT 5 12
LEISURE AND FIT 4 10
LEISURE, CONFERENCE, FIT 2 6
TOTAL 40 100
From table no: 9 we find that 18% of travel agents handleconferences, while 16% handle leisure, and 6% handle all three
-
7/27/2019 Radisson&Five Star
34/47
TABEL NO. 10
HIGH BUSINESS VOLUME MONTHS
HIGH BUSINESSVOLUME
MONTHS
FREQUENCY
N = 40
PECENTAGE OF
TRAVEL AGENTS
OCTOBER TO DECEMBER &
JANUARY TO MARCH
34 85
SEPTEMBER TO APRIL 6 15
From the above table it can be understood that 85% of the agents
feel that from October to December and from January to March
are the high business volume while 15% of the travel agents feel
that from September to April is the high business volume period.
-
7/27/2019 Radisson&Five Star
35/47
TABLE NO: 11
LOW BUSINESS VOLUME MONTHS
LOW BUSINESS
VOLUME MONTHS
FREQUENCY N =
40
PERCENTAG OF
TRAVEL AGENTS
APRIL TO SEPTEMBER 25 62
TOTAL SUMMER 4 11
MARCH TO OCTOBER
& DECEMBER
11 27
TOTAL 40 100
From Table No. 12 it is inferred that 62% of the travel agents find
April to September to be the low business volume months and
11% find the entire summer to be the low business volume
months.
-
7/27/2019 Radisson&Five Star
36/47
TABLE NO. 12
REASON FOR CHOICE OF HOTEL
REASONS FOR
CHOICE OF HOTEL
FREQUENCY N = 40 PERCENTAGE OF
TRAVEL AGENTS
PERCEPTION 5 12
F & B OUTLETS 4 9
BRAND NAME 5 13
RAPPORT WITH S.P. 2 5
PROXIMITY 6 14
AMBIENCE 2 5
ROOM SIZE 2 6
COMPANY POLICY 1 2
DCOR 1 4
GOODWILL 3 8
SERVICE 1 4
HEALTH CLUB 1 2
PRICING 6 14
SWIMMING POOL 1 2
TOTAL 40 100
From the table No. 13 we can ascertain that the main reason for
choice of hotel for the travel agents are proximity and pricing
followed by brand name and perception. Goodwill and F&B outlets
are also other important factors taken into consideration.
-
7/27/2019 Radisson&Five Star
37/47
TABLE No: 13
AVERAGE AMOUNT OF ROOM REQUIREMENT
AVERAGE AMOUNT
OF ROOM
REQUIREMENT
FREQEUNCEY
N = 40
PERCENTAGE OF
TRAVEL AGENTS
001-15 16 41
15-30 11 27
30-90 9 22
90 & ABOVE 4 10
TOTAL 40 100
From the Table No. 14 it is inferred that 41% of travel agents
required 001-15 rooms on an average per month, 27% of travel
agents require 15-30 rooms.
-
7/27/2019 Radisson&Five Star
38/47
TABLE NO. 14
MARKET SHARE OF HOTELS
HOTEL NO. OF ROOMS NATURAL MARKET
SHARE
RADISSON 256 8
THE OBEROI 289 9
TAJ MAHAL 300 9
MAURYA SHERATON 440 14
HYATT REGENCY 518 16
TAJ PALACE 421 13
INTER-CONTIENTAL 444 14
LE-MERIDIAN 355 11
PARK ROYAL 216 6
-
7/27/2019 Radisson&Five Star
39/47
TABLE NO. 15
COMPARISON TO OTHER HOTELS IN TERMS OF FACILITES,
AMINITES AND SERVICES
HOTEL PERCENTAG OF GUEST RADISSON
TAJ-MAHAL 40 60
MAURYA SHERTAON 43 57
THE OBEROI 53 47
HYATT REGENCY 55 45
PARK ROYAL 25 75
LE-MARIDIAN 30 70
TAJ PALACE 40 60
-
7/27/2019 Radisson&Five Star
40/47
CONCLUSION
Based on the interpretation of data it was seen that for all the
three categories
a) Guest staying at hotels
b) Corporate decision makers
c) Travel Agents
The conclusion vary. They are as follows:
A) Guest Staying at Hotel
Most of the guest travel once in six months followed by someof them travelling once a month too.
Guests mostly are travelling today due to business
requirements and one-third of the total average traveler is for
pleasure.
An average guest at a five star deluxe hotel prefers to stay
from one day to a week followed by some staying just for a day
or two depending in their criteria for visit.
Most guest are very service conscious and brand name are a
high plus point when choice of hotel for stay.
-
7/27/2019 Radisson&Five Star
41/47
Most guest felt that Radisson service standers are of
international level.
Most guest feel that Radisson plus point are its brand name,
pricing, goodwill and the kind of F&B outlets it processes.
Certain section of guest felt that pricing at the Radisson was
competitively price and the interaction quality by operational
staff was good.
B) Corporate Decision Makers
Most corporate decision makers choose hotel as choice of stay
for their corporate guest houses and bunglos.
The average duration of a corporate guest is one to two days
followed by one day to a week and one to two weeks.
The average room nights for corporate guest go to superior
rooms followed by executive club and suites.
Corporate decision makers prefer to book their guests online
with company policy.
Most corporate decision makers feel Radissons could be
ranked as the third or fourth choice amongst the leading hotels
in Delhi.
-
7/27/2019 Radisson&Five Star
42/47
The level of services they feel is good but certain sections are
not very happy with the services.
C) Travel Agents
Most travel agents prefer to handle the leisure market followed
by conference and then FITs whereas certain sections prefer to
handle both leisure and conference together.
The high business season according to travel agents is winters
whereas summers being the period.
Most travel agents find the pricing, proximity, their perception
and brand name as major reasons for their choice of hotel
whereas pricing being the main criteria.
The average amount of room requirements for travel agents is
one to 15 rooms on a month followed by 15 to 30 rooms and
30 to 90 rooms.
A large amount of travel agents feel that Radisson is a good
hotel whereas some of them think it to be just average.
-
7/27/2019 Radisson&Five Star
43/47
RECOMMENDATION
The service standards a The Radisson are to be enhanced.
The attitude of the operational staff needs to be improved.
Training programs to be conducted for better customer
satisfaction, time management, guest interaction, telephone
manner.
To enhance proper coordination and development needs of
management staff.
In a similar manner training needs for the lower rank and card
staff to be identified.
More attention to be paid on selection procedure while
employing.
-
7/27/2019 Radisson&Five Star
44/47
SUGGESTIONS
The Radisson needs to concentrate higher on its brand image
to be a market leader whereas it possess the necessary
manpower and area.
The service standards need to be done for the attitude of the
operational staff via proper training on a regular basis.
Emphasis is to be paid on upgradation of amenities and
services and understanding guest requirements rather than a
laid-back attitude.
Leisure market to be scrutinized closely as it possesses strong
chances for grwoth.
Interaction qualities with guests to be enhanced and service
staff to develop the attitude of being friendly, helpful yet
professional and within their limits.
-
7/27/2019 Radisson&Five Star
45/47
BIBLIOGRAPHY
Melanie Berger Sales & Marketing Management Technology
Update Bill publication
Newspaper The Times of India
Sanjay Grover Plaza Times
Stanfer Club Hotel Impresso Publication
Sue Bryant Radisson Guest Publisher Marcus
-
7/27/2019 Radisson&Five Star
46/47
ACKNOWLEDGEMENT
Our Profuse Gratitude Goes To
Dr. Neeru Sharma for her invaluable support and guidance which added worth
to this study
Mr. Sanjiv Tyagi (Vice-President and General Manager), Radisson, New Delhi.
All at the Radisson Executive Floor
-
7/27/2019 Radisson&Five Star
47/47
EXECUTIVE SUMMARY
The project deals with the assessment of the level of customer
satisfaction visitors derive from Radisson.
The project was undertaken to measure the levels of satisfaction
from Radisson as compared to other hotels.
The major disadvantage the hotel has to cope with is that it is not
a loft of potential customers, who would prefer visiting a more
conventionally located hotel. Another disadvantage is that the
attitude of the operational staff needs to be improved. Thirdly the
general perception about the coffee shop NYC is that it is not
upto the mark, in terms of ambience cuisine and service as
compared to other 5 star coffee shops.
The method selected was probability sampling as the sampling
frame was too large to incorporated the responses of everyone.