A PROJECT REPORT ON SERVICE AUDIT

"THE GRAND RESIDENCY"

SUBMITTED TO

Prof T.K Pany

SUBITTED BY

Binayak Mahapatra (11)Sabyasachi Rout (38)

Trideep Sahu (57)

CONTENT1

1. EXECUTIVE SUMMARY

2. OVERVIEW OF THE INDUSTRY

3. INTRODUCTION ABOUT THE HOTEL

4. ORGANISATIONAL STRUCTURE

5. SCOPE

6. METHODOLOGY

7. MEASURING SERVICE QUALITY

8. OBSERVATION AND ANALYSIS

9. RECOMMENDATIONS

10. CONCLUSION

11. BIBLIOGRAPHY

12. ANNEXURE

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ACKNOWLEDGEMENT

We would like to express our heartfelt gratitude and

immense respect to Prof. T.K Pani (Faculty, Service

Marketing). We wish to thank him for making us understand

the services concepts in a lucid and simple manner and for his

patience in clearing all our doubts.

We would also like to express our thanks to Google and

Microsoft for enabling us in gathering all the facts and making

this project.

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EXECUTIVE SUMMARY

For the purpose of our service audit we have taken the grand residency situated in the Cuttack city. To fulfil the purpose of our study we have made the service audit through three methods such as questionnaire observation and personal interaction with employees and customers. We interviewed thirty customers about the service quality provided by grand residency through twenty one questionnaires. We interviewed the employer and general manager by interacting with them. After conducting the research we done the GAP analysis which gave a glimpse idea about the expectation s of the services and the service provided by grand residency. And we found that the service provided by grand are up to the expectation o fits customers. Then we have done a servqual analysis which studies the five major dimensions of service quality from which we found that the gap is very negligible and most of the dimensions the service provider exceeds the expectations of the customers. We also did a brief study on the profit and growth aspect of the hotel, measures adopted for customer satisfaction, employee loyalty and the path which they are following to attend the leadership in the industry.

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HOSPITALITY INDUSTRY – AN OVERVIEW

Hospitality is all about offering warmth to someone who looks for help at a strange or unfriendly place. It refers to the process of receiving and entertaining a guest with goodwill. Hospitality in the commercial context refers to the activity of hotels, restaurants, catering, inn, resorts or clubs who make a vocation of treating tourists.

Helped With unique efforts by government and all other stakeholders, including hotel owners, resort managers, tour and travel operators and employees who work in the sector, Indian hospitality industry has gained a level of acceptance world over. It has yet to go miles for recognition as a world leader of hospitality. Many take Indian hospitality service not for its quality of service but India being a cheap destination for leisure tourism.

With unlimited tourism and untapped business prospects, in the coming years Indian hospitality is seeing green pastures of growth. Availability of qualified human resources and untapped geographical resources give great prospects to the hospitality industry. The number of tourists coming to India is growing year after year. Likewise, internal tourism is another area with great potentials.

The hospitality industry is a 3.5 trillion dollar service sector within the global economy. It is an umbrella term for a broad variety of service industries including, but not limited to hotels, food service, casinos, and tourism. The hospitality industry is very diverse and global. The industry is cyclical; dictated by the fluctuations that occur with an economy every year. Today

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hospitality sector is one of the fastest growing sectors in India. It is expected to grow at the rate of 8% between 2007 and 2016. Many international hotels including Sheraton, Hyatt, Radisson, Meridian, Four Seasons Regent, and Marriott International are already established in the Indian markets and are still expanding. Nowadays the travel and tourism industry is also included in hospitality sector. The boom in travel and tourism has led to the further development of hospitality industry.

In 2003-04 the hospitality industry contributed only 2% of the GDP. However, it is projected to grow at a rate of 8.8% between 2007-16, which would place India as the second-fastest growing tourism market in the world. This year the number of tourists visiting India is estimated to have touched the figure of 4.4 million. With this huge figure, India is becoming the hottest tourist destination. The arrival of foreign tourists has shown a compounded annual growth of 6 per cent over the past 10 years. Besides, travel and tourism is the second highest foreign exchange earner for India. Moreover, it is also estimated that the tourism sector will account for nearly 5.3 per cent of GDP and 5.4 per cent of total employment.

INDIAN HOTEL INDUSTRY

Hotel industry is an essential part of tourism. The expansion of tourism isWell inevitable bringing out development of the hotel industry. Hotel industry isSo closely linked with the tourism industry that it is responsible for about 50% of The foreign exchange earning form tourism trade and enterprises. The rising Volume of tourism influx brought into light, the shortage of hotels in importantTourists centres. Keeping in view the changing standards in the international hotelKeeping. The Indian industry to make a number of improvements. Its not enough

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To have adequate hotel accommodations, it is equally necessary to have at variousLevels, low priced, moderately priced, high priced, and a few luxury hotels.Hotels may be categorized depending upon factors such as:

1. Locations2. Categorization according to plan3. Categorization according to number of rooms.4. Categorization by type of clientele.5. Categorization by the length of stay of guests.

6. Categorization by the facilities that the hotel offers.

CLASSIFICATION OF HOTEL

Hotel can be classified into different categories or classes, based on theirOperational criteria. For example the type of accommodation they provide, location of the property, type of services provided, facilities given and the clientele they cater to can help categories hotels today.

Hotels today are basically classified into the following categories:

1 Market segment:

Economy / limited services hotel Mid market hotel All suite hotels Time-share hotels Condotel / Condominium Executive hotels Luxury / Deluxe hotels

2. Property type:

Traditional hotel

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Motels Bread and breakfast inns Commercial hotel Chain hotel Casino hotel Boutique hotels Resort

2 According to size:

Small hotels [150 rooms] Medium hotels [up to 299rooms] Large hotels [up to 600rooms]

Other classification can be based on:a) Market segmentb) Property typec) Sized) Level of servicese) Owner ship and applicationf) Plansg) Type of patronageh) Length of guest stayi) Location etc

Illustration of Service

"THE GRAND RESIDENCY":-

Grand Residency Hotels offer different services for different segments of the target market. Great attention paid to product positioning, rely on research and publicity

Their effective publicity/advertisement system includes:

TV advertisement. Use of well-conceived slogans Greater personal attention to customers Quick solutions to problems

o Over-bookingo Long customer lineso Unresponsiveness

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o Discourteous staff Solutions To The Above Problems

o Offer accommodation for over bookingo Computerized check-out systemso Express checkoutso Provide baggage handling etc

Advantage

Ideal Location

Finest Accommodation

Exotic Vegetarian food

State-of-the-art Conference Hall and Banquet Hall

Grand residency enhances our guest's experience and captures reputation as one of the Cuttack best business hotel.

Facilities

Discover a definitive hospitality experience with impeccable service and the latest in modern conveniences and amenities. While staying with them you will find all the facilities and services you need to make your stay an enjoyable one.

Business Services & Facilities

Well appointed Luxury room

Conference & Banquet facility

Wi-Fi complimentary Internet access( Wi - Fi enabled )

24/7 front desk, Housekeeping, Room Service

Foreign Currency Exchange facility

Car rental service

Centrally air conditioned

Same day laundry service

All major credit/ Debit cards accepted

Complimentary buffet breakfast

Travel & sightseeing assistance

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Adequate parking area

Amenities

Same day laundry service

LCD colour television with multi channel cable connection

Laptop size electronic safe in each room

Tea / Coffee maker in each room

Iron & ironing board on request

Hair dryer on request

Large wardrobe

Complimentary News paper

All rooms have well appointed bathrooms with Deluxe & Premium having -bath tub in each.

Pre-opening Services Skill offered

Create and implement the pre-opening marketing plan Assemble pre-opening budgets (working capital, food,

beverage, linens, china, etc.) Recruit, interview, and hire all key management and sales

personnel Train all key personnel Recommend advertising agency Establish definitive objectives and action plans for all

departments Obtain business licenses Develop pricing for rooms, food and beverage Develop specifications and bids on building insurance Coordinate the procurement of guest supplies and

employee uniforms Interface with potential hotel concessionaires Develop employee benefit program and policy manual

THE GRAND RESIDENCY

Located in the heart of Cuttack in the old city of Orissa, Entry & Exit of Cuttack city. , GRAND RESIDENCY is a short walk from the best of the shopping and entertainment

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centers. Its unparalleled style, elegance and proximity to nature along with its warm hospitality make a stay at GRAND RESIDENCY feel your comfort with relax zone.

Just three kilometers distance from railway station &

twenty five kilometers from Bhubaneswar airport.

Walking distance from the largest bus terminal of Orissa.

Location

Located in the heart of

Cuttack in the old city of

Orissa, Entry & Exit of

Cuttack city. , GRAND

RESIDENCY is a short walk

from the best of the shopping

and entertainment centers. Its

unparalleled style, elegance

and proximity to nature along

with its warm hospitality make

a stay at GRAND RESIDENCY

feel your comfort With relax

zone.

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Just three kilometers distance from railway station &

twenty five kilometers from Bhubaneswar airport.

Walking distance from the largest bus terminal of

Orissa.

Mahanadi is the oldest and longest river of Orissa that

starts from the plains of Chhattisgarh and flows

Through Orissa. Along the way it provides water, life

and live hood to lakhs of people.

SIGHT ATTRACTION

Dhabaleswar --: A beautiful island and discover

sculptures that date back to the 11th century AD.

The Facilities that we have in the HotelGRAND RESIDENCY facilitates all your personal needs with luxury amenities to make your stay a comfortable and memorable one.Room Facilities

• Tea/coffee maker • Efficient work area with ergonomic chair • Wardrobe and luggage rack • Centrally air-conditioned with individual controls • Executive work desks • Twin, King and Queen size beds

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• In room safe • Personal bar

• Newspaper of your choice delivered upon request • 24-hour cable TV with all major channels• DVD and CD player with complimentary music and movie library • Data port connections • ISD, STD and local direct dial• 'Wi-Fi’ internet connectivity • Room for physically challenged person

 

General Services

• 24-Hour room service • Multi-cuisine restaurants • Babysitting/Childcare • Left luggage services • Butler service • Laundry/Valet • Secretarial services • Shoe shine • Doctor on call • Travel desk • Valet parking • Money exchange • Banking facilities

Bath Room Facilities

 

• Walk-in powder shower and mist-free mirrors • Bathroom amenities • Hairdryer • 24 hrs running hot/cold water • Shower cubicle • Full size bath towels

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Room Security Measures

• Electronic locks • Doors with dead bolts • Peephole/View port • Fire detectors • Emergency exit maps • Emergency information in guest rooms • Restricted access to room floors

Dine and Drink

GRAND DURBAR-(The multi-cuisine family restaurant)

This multi cuisine restaurant offers you an extensive selection

of delectable Indian and global cuisines a definite “palate

pleasing” experience, catering to every time at any time of

the day. Savor the range the food that makes it unique

culinary circuit of the city-the salads, the pastas, and more!

 Also serving of range of pan-Asian, international and India

cuisines that makes  your c choice  seek  for   suggestion,

linger

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Over a wide selection of mock tails, fruits iced teas, fruity iced teas, juices and brew of brown beans.

JALSA-The Lounge Bar

 The exclusive lounge-bar at the Hotel GRAND RESIDENCY

opens up to an infinite realm of indulgence. This elegant

lounge-bar combines gracious service, global gourmet

delights & most premium spirits. Having introduced the

refined pleasures of lounge culture to the city, it gives guests

the perfect venue to relax and unwind with electric beats of

international music.

Spirits with juggler. Private party with varieties of cocktail & mock tails.

 

Banquet

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CHANAKYA (2200 Sq. Ft)

The CHANAKYA is the pillar less hall of 2200 Sq.ft. which

can be used for all types of conferences, marriage party,

dinner & lunch buffets, formal meets of companies etc.

The seating capacity for U-shape style 60 pax, class room

style 100 pax, theatre style 200 pax, informal 250 pax &

round table 60 pax.

ASHOKA (1500 Sq. Ft.)

The ASHOKA is a 1500 Sq.Ft. hall which can be used for

all types of conferences, marriage party, dinner & lunch

buffets, formal meets of companies etc. The seating

capacity for U-shape style 30 pax, class room style 40 pax,

theatre style 120 pax, informal 150 pax & round table 30

pax

KANISHKA -THE BOARDROOM (500 Sq. Ft)

The KANISHKA- Board Room is a 500 Sq.ft. hall which can

be used for Seminars / Conferences. The seating capacity

for U-Shape style 15 Pax

 

 

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 TERRACE – A PERFECT PLACE FOR WEDDING (4500 Sq. Ft)

The

TERRACE- is a 4500 Sq.ft. area which can be used for Big

get-together & marriage party. A well decorated covered

by tent. Red carpet on the floor

 

 

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ORGANISATIONAL STRUCTURE

The owner controls the top most pinnacles.Mr.sandeep Singh is the owner of the hotel and mostly visits the hotel to keep a track of the account on the weekends.

There is one general manager who looks after day to day running of the hotel and most of the decision taking powers rests with him.

There are as many as six supervisors who control the activities of the lower workers and mainly take complaint and comes in face to face interaction with the customers.

There are as many as thirty employees in the hotels including the waiters, bartendershosekeepers, security guards etc.

Core services- Restaurants Accommodation

Supplementary services First- aid Pick and drop Laundry

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Owner

G.M.

Supervisors

Employees

Entertainment Guides for tourist location Credit and debit card services

Service encounters:

While doing the research on the grand residency mainly we have found two types of encounters.

These are;

1. Telephonic encounter2. Face to face encounter

Under telephonic encounter we found the following encounters;

i. While booking for the roomsii. While giving orders for tables

iii. Room delivery over phone

Under face to face encounter we found the following encounters

i. House keeping ii. While giving orders

iii. At the reception

SCOPE

The report covers the entire operations of the modern hotel. Emphasizing on the following areas.

Purpose, role and function of each department. Departmental hierarchy and interdepartmental co

ordination. Key system and procedure adopted for different activities. Management information system for each department.

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METHODOLOGYThe methodology adopted shown below diagrammatically.

Identifying the existing hotel

Operational Aspects of the Hotel

Collection and review of existing hotel

Survey of various operations regarding the hotel industry

Macro level analysis of the various departments

Evaluation of existing operational aspects of department

Identifying problems faced by the department

Accessing the solution to the problem

The various data collected during the study are classified into two categories.

1. Primary data

2. Secondary data

Primary data: -

The data was mainly collected by questionnaire from the customers and the staffs/employees.

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Secondary Data:-

Data from broachers published by the hotel, departments of tourism and fromcurrent data on the status of accommodation and facilities offered, collected from various magazines, journals and newspapers etc.

MEASURING SERVICE QUALITY

When evaluating service quality, consumers examine five dimensions: tangibles,reliability, responsiveness, assurance and empathy.Using SERVQUAL to Measure Service QualityThe SERVQUAL instrument was based on the premise that service quality is thedifference between customers’ expectations and their evaluation of the service theyreceived. The first part of the questionnaire asks customers to indicate the level ofservice they would expect from a firm in a particular industry. The second part ofthe questionnaire asks customers to evaluate the service performed by a specificservice firm. Gap Theory is the method for calculating service quality that involvessubtracting a customer’s perceived level of service received from what was expected. SERVQUAL uses 21 questions to measure the five dimensions of tangibles, reliability, responsiveness, assurance and empathy. Through SERVQUAL, firms can measure customers’ evaluations of their service performance. For example, if customers consistently give firm low scores for one dimension, such as reliability,then the firm’s management can take steps to improve that particular dimension of their service offering.

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Again we had a questionnaire testing of the respondents based on the questions for knowing the various GAPS’. We also studied the employee satisfaction and owners purview about them by an subjective questionnaire.Three methods we followed mainly for auditing and they are-

• INTERACTION

• OBSERVATION

• QUESTIONARIES

OBSERVATION AND ANALYSIS:-

Gap 1: Not knowing what Customers Expect

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Not knowing what customers expect is one of the root causes of not delivering tothe customer expectations gap 1 is the difference between customer expectationsof the service and company understanding of those expectations.

Strategies for Reducing Gap One:

Service firms have four strategies available to them to reduce the size of gap one.These strategies are: communicating with the customers, conducting marketing research, encouraging upward communication in the organization, and decreasingthe number of layers of management. By talking to customers, management willlearn what buyers expect in terms of service quality and how they feel about theservice they received. Contact and communication between customers and management is common in small business because the owner is often the serviceoperator. Buyer may not always be honest in their communication with management of service firm. To ensure open, honest communication, service firm can use marketing research, which can either be performed by third parties or, in case of large cooperation, by the marketing department. To be effective, the marketing research much focus on service quality issues and consumer expectations of the service.For firms where management is separated from the customer contact personnel, upward communication is vital in reducing the size of Gap One. Service contactpersonnel must be encouraged to communicate with management in an open, non threatening environment. To be effective, upward communication must be requested by top management. Ideas for improvement should not only be soughtfrom service contact personnel, but employees should be rewarded for productiveideas. As the layers of management increase, the chances of management having a correct understanding of what customer want in terms of service quality became more difficult. Many service firms, therefore, are seeking means to reduce the

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number of management layers. For much small business, service quality is the major issue in the selection of their telecommunications provider. Formal and informal methods to capture information about customer expectations can be developed through market research. Techniques involving a variety of traditional research approaches must be used to stay close to the customer, among the customer visits, survey research, complaint systems, and customer panels. More innovative techniques such as quality function deployment, structured brainstorming, and service quality gap analysis are often needed. Many marketers are achieving success with niche marketing – targeting segments of customers and developing services and strategies that fit their needs better than other companies’ offerings.

In Hotel grand residency we found that there is more inadequate upward communication and more levels of management, though the complains reach to the top management and steps are taken for talking the complains more emphasis is given on communication with the customer –Keeping the customer informed of various services in the language which they can understand .Emphasis is given on interaction between management and customer for which the general manager often meet the regular customer

Gap Two: Not Selecting the Right Service Designs Standards:

Accurate perceptions of customers’ expectations are necessary, but not sufficient,for delivering superior quality service. Another prerequisite is the presence ofservice designs and performance standards that reflect those accurate perceptions.A recurring theme in service companies is the difficulty executives, managers, andother policy-setters experience in translating their understanding of customers’expectations into service quality specifications.

Strategies for Reducing Gap Two:To reduce the size of gap two, service firms must have the commitment of top

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management. Many mission statements have references to the firm beingcommitted to providing customers with high level of service quality. However, inactual practice, firm often emphasis on cost reduction, gross sales, and net profitrather than a high level of quality. There are two reasons for the discrepancybetween mission statements and actual practice. First is the difficulty of measuringservice and the ease of measuring costs, sales and profit. Second the currentreward system is often based on non-service criteria. Most managers are promotedand rewarded for generating greater sales, increasing net profits, reducing costs,not for enhancing service quality.

As we have discussed earlier the customer complains taken very seriously. We also found that there is great amount of task standardisation. Complains are taken seriously and a great amount of task standardisation is found.

Gap Three: Not Delivering to Service Standards

Gap 3 is the discrepancy between developments of customer driven service standards and actual service performance by company employees. Even when guidelines exist for performing services well and treating customers correctly, high quality service performance is not a certainty. Standards must be backed by appropriate resources (people, systems, technology) and also must be supported to be effective —that is, employees must be measured and compensated on the basis of performance along those standards. Thus, even when standards accurately reflect customers’ expectations, if the company fails to provide support for them—if it does not facilitate, encourage, and require their achievement—standards do no good. When the level of service delivery performance falls short of the standards, it falls short of what customers expect as well. Narrowing Gap 3, by ensuring that

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all the resources needed to achieve the standards are in place reduce the gap.

Strategies for Reducing Gap Three

A common characteristic of successful service companies is teamwork. A feeling of teamwork is created when employees see other employees and management as key members of the team. The lowest-level employee must feel that management; from their immediate supervisor to the CEO of the company, cares about them and that they are a critical part of the firm’s success. There must be a spirit of cooperation, not competition, among employees. All of this is achieved when every employee is involved in the company and committed to providing a high level of service to customers, to the company, and to other employees.

The employees are well aware of their roles i.e. very low role ambiguity and they are very well informed about the management’s expectation. The roles of the staffs are well defined and very clearly to avoid role conflict. The top management inspires team work among the employees. Supervisors are present on every 5 waiters and the and the housekeeping and maintenance departments have one supervisor each. Conformity with management expectations. and proper role analysis and supervisory control system and motivation & team work is given more importance.

Gap Four: Mismatch between Promises and Performance

Gap Four is the difference between the service delivered to customers and the external communications made about the service. Promises are made to consumers by a firm’s advertising, sales promotions, and sales staff. These promises may be explicitly stated or they may be implied. If the firm does not provide the service that is promised, there is a gap between what customers expect and the service received.

Strategies for Reducing Gap Four

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To reduce the size of Gap Four, service firms must address two issues: horizontalcommunications and propensity to over promise. Service contact personnel should have input in the firm’s advertising and promotional to ensure that messages conveyed to the prospective customers can be operationally performed. The reverse is also true; service personnel should be informed prior to an advertising or promotional campaign. In service organizations with field sales representatives, there must be communication between the salespeople and the personnel performing the service. Salespeople will often make promises to prospective customers to gain contacts. If promises are made, the operations department needs to be aware of it so they can ensure the promises will be delivered.

The tendency to over promise increases with pressure to achieve greater profits orto meet competitive claims. In both cases, severe damage to the firm’s image can occur since it is unlikely the firm can perform the service as promised. Customers’ service perceptions may also be enhanced if the company educates them to be better users of the service. Service companies frequently fail to capitalize on opportunities to improve customers’ perceptions. For external communication advertising in local magazines and newspapers are given. For internal communication education or the employees and good coordination between various departments is given sheer importance. Customer awareness is also given much importance for knowing what they can be given for the money they give.

THE SERVICE-PROFIT CHAIN

The increased emphasis on customer satisfaction begs the question whether Improvements in customer satisfaction lead to improvements in the economic performance of firms. Heavy expenditures and importance attached to customer satisfaction measurement suggest that the link between customer satisfaction and economic performance is presumed by companies. Increasing levels of research is going into understanding the nature of the service-profit chain. There is considerable support for a link between improvements in service quality and improvements in service quality and

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improvements in financial performance. Grant reports that the American Customer Satisfaction Index studies found a positive correlation between customer satisfaction and stock market returns. Muchof the literature has sort to establish a link between satisfaction and loyalty.

GAP-5-SERVQUAL METHOD (PERCEPTIONS-EXPECTATIONS)

As discussed earlier in the article what is servqual method we proceed with the analysis

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The above dimension of service quality- Assurance, Empathy, Reliability, Responsiveness, Tangible, the expectations level of 30 respondent were found to be 7,8,11,10,3, with an average equal to 7.8

Similarly the value of perceptions were found to be 5, 4,9,7,1 with an average equal to 5.2

And the servqual gap average was found to be -2.6

So from this we found that the gap-5- the perception gap shows the customer understand what services has been done for them.

Analyzing from the view of following point

Customer locality-We found there are multiple visits by the same customer in their restaurant by asking the customer. Similarly there was great amount of repeat purchase data found from the hotel database, The profit by reference from other regular customer head shown significant increase over time.

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PROFIT GROWTH

Growth- From our observation we came to the conclusion the growth potential is very low due to unavailability of space around the hotel.

Customersati fiction-For the purpose satisfying the customer front line staff who deals with the client everyday try to collect organize and interpret the client comments and feedback. Again we found that the staffs are involved in systematic way to ensure client feedback in regular basic, which implies that the hotel is serious about connecting with customer and respect their wisdom and ability.

For ensuring the maximum utilization of the feedback of the customer data mining application attencity is used. The software mainly helps in analysis of the various reports and accounts regularly which helps in decision making ,ascertain trends services and practices which need to be faced out, checking out the errant staff ,managing customer like and dislike and device lastly to device new class for services,

External service value

Firms measurement tool-The hotel mainly follow the complaint register and steps are taken to rectify the complains.

Customer perceived value-We found there is a less gap between the dimensions which in term means they are providing better service.

Employee productivity- from our observations and interactions we found the hotel ensure the employee productivity by the following way-

1. Right person for the right job-mainly the reason behind this

2. Functional organizations-the hotel follows this type of organizational structures which fosters team work, efficiency, co-ordination

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3. Job description- in the grand residency when an employee joins he is described about the types of work and the ours of work and different procedures of work.

4. Job redesigning-jobs are redesigned regularly to increase the productivity and service quality.

5. Job enrichment- the employees are given more authority related to the job activities and flexible work schedules

EMPLOYEE LOYALITY

1. Rigorous selection procedures-the company follows a rigorous selection procedure like studying the mindset of the interviews so that which implies their longevity in the organization.

2. Employees day-a special employee day is celebrated in a year where employees are awarded for their performances in various fields.

3. Intensive training-during probation period a rigorous on job training is given to prepare their mindsets for the job.

4. Improves job design-to ensure the employee loyalty job redesigning is done regularly

5. Providing travel allowance.

6. Employment security guarantees-which enhance the employee attrition rate in the organisation, the hotel follows the following career development plan

i. Assistant manager of the reservations departmentii. Reservations department manager

iii. Rooms department manageriv. Resident managerv. General manager

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FIRMS LEADERSHIP

1. Vision-providing a preferred hospitality experience by providing out of the way unexpected services

2. Caring-well being of guest and their belongings is given prime importance

3. Fairness-employees are treated according to their performance

4. Empowerment-employees are empowered with tools and authority to ensure the expectations are exceeded of the guest

5. Growth-commitment to manage change creates opportunities for people and proceeds to develop

Recommendations:

1. Some measure should be taken to reduce the communication gap.

2. Carefully choosing the personnel's who interact with the customers

3. More robust database development

4. Emphasis on standardisation

5. Diversity management should be given importance

6. More flexibility in the management system

7. Globally oriented mindset

8. Focus on Growth potential

9. Management levels should be reduced

10. Emphasis on clear billing facilities and payment facilities.

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Conclusion:

1. Maintains consistent high quality product and service.

2. Training and development to raise the service quality standard.

3. Training employees in interpersonal skills, communication skills.

4. Constant feedback given to the employees to develop the employees skill to treat well to the customers.

5. Constantly and visibly expressing management’s commitment to increase the service quality.

6. Preset specific service quality goals to the employees.

BIBILOGRAPHY

1. Google

2. Various journals

3. Hotel database

4. www.grandresidency.com

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ANNEXURE

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