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1
INDEX
CHAPTER 1
objectives of the study
need for the study
methodology
limitations of the study
CHAPTER 2
industry profile
company profile
CHAPTER 3
Theoretical Data
CHAPTER 4
Data analysis and interpretation
CHAPTER 5
Findings and suggestions
Bibliography
Questionnaire
2
OBJECTIVES OF THE STUDY
To know the level of customer satisfaction at Anand regency.
To identify the different services provided to the customers.
To identify the quality food provided.
To identify the customer expectations and views towards the
hotel.
3
NEED FOR THE STUDY
A study of customer satisfaction gives the management an
indication of general level of satisfaction among consumers.
The study tells about how the consumer feel about their
service.
The attitude of the consumer can be known.
4
METHODOLOGY The data which is of two types. They are, 1. Primary data.
2. Secondary data. PRIMARY DATA
The primary data is collected from the primary sources .
There are very useful to get the information which is used as the
basis for the study.
SECONDARY DATA
The secondary data is collected from the secondary sources.
These are very helpful to get the information which is used to give
a perfect structure to the study.
The primary and secondary sources includes :
Personal discussion.
Employee enquiry.
Newspapers.
Internet
5
LIMITATIONS OF THE STUDY
The study was limited only for a period of one and a half
month.
Survey was restricted to few customers.
The area of study was only limited to that of Rajahmundry. As
a result the survey could not be extended.
The information given by the respondents may not be true.
6
INDUSTRY PROFILE
History Of Hospitality Industry
The hospitality industry's backbone is comprised of
customer service, a concept shared by all segments of the
industry. Your small business may focus on one or all facets of
hospitality. How accomplished you and your staff are at serving
others will determine your business' level of success. You may
find it easier to excel in just one category of the hospitality
industry. However, though costs and challenges will increase,
owning or managing several facets of hospitality can provide you
with many more opportunities to generate success
A Brief History of India's Hotel Industry
Before World War 11, most hotels in India were developed in
locations that were frequented by the British and Indian
aristocracy. This period saw the development of hotels being
undertaken by individual British and Indian entrepreneurs, with
only a few companies owning hotels in India, such as The Taj
Group--Indian Hotel Company (owned by J. R. D. Tata) and
Falsetto's Hotel, East India Hotel oberoi Group. The important
hotels that were built during India's British period were:
The Rugby, Matheran (1876)
The Taj Hotel, Mumbai (1900)
The Grand, Calcutta (1930)
The Cecil Hotels, Shimla and Muree (1935)
The Savoy, Mussoorie (1936)
India gained independence in 1947, and the hotel industry
had a period in which no 1 hotel development took place. Upon
his return from the Non-Aligned Movement Conference in 1956,
Late Pundit Jawaharlal Nehru, then Prime Minister of India,
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recognized that tourism could be an engine for the country's
economic growth and was inspired to / build quality hotels in
India for visiting foreign dignitaries. This led to the first-ever
government investment in the hotel industry with the building of
the Ashoka Hotel in New Delhi. I The India Tourism Development
Corporation (ITDC) was set up in 1966 as a corporation under the
Indian Companies Act of 1956, with the merger of Janpath Hotel
India Ltd. and India Tourism Transport Undertaking Ltd. Today,
ITDC provides a complete range of tourism services, including
accommodation, catering, entertainment and shopping, hotel
consultancy, duty free shops, and an in-house travel agency. The
government gave the tourism industry another boost when it
created the Ministry of Tourism and Civil Aviation in 1967,
separating it from the Ministry of Transport and Shipping, thereby
recognizing that tourism was not simply about transporting
people from point A to point B but had a much wider role to play
in the nation's economy. Concurrently, Rai Bahadur M. S. Oberoi,
Chairman of East India Hotels Ltd., was expanding his empire by
constructing New Delhi's first modern multi-story hotel, which
was franchised to U.S.-based Inter-Continental Hotels. The
portfolio of Oberoi hotels consisted of The Cecil, Shimla; The
Oberoi Grand, Calcutta; The Oberoi Clarks, Shimla; The Oberoi
Palm Beach; and Gopalpur on the Sea.
The Taj Mahal Hotel in Bombay was the next to follow this
franchising trend in 1970 when it adopted an Inter-Continental
hotel franchise for its new hotel in Bombay. Simultaneously, the
Oberoi Tower Hotel under construction in Bombay entered into a
franchise and management agreement with Sheraton. Holiday Inn
also made its entry into India through franchising its hotel project
in Bombay. This was the beginning of the methodical planning,
8
designing, decorating, and furnishing of hotels in India, along
with the installation of systems for operating various departments
in a hotel. The training of managerial and other personnel was an
important franchise benefit, and the first few batches of managers
trained by the Inter-Continental Hotel Company set a new trend
of competent professional hotel management for India's hotels
that continues to influence and guide India's hotel industry today.
Before the marketing impact of hotel franchising and hotel
management by expatriate managers could be assessed and could
proliferate, however, there was a surge of nationalism in India,
resulting in the elimination of management service as an integral
part of franchise agreements. In 1975 ITDC launched its hotel
business with the acquisition of a hotel in Chennai, which was
rechristened "Hotel Chola".
The objective of ITDC's entry into the hotel industry was
rooted in the concept of creating value for the nation. ITDC chose
the hotel industry because of its potential to earn high levels of
foreign exchange, create a tourism infrastructure, and generate
large-scale direct and indirect employment. Three Welcome Group
Hotels were commissioned between 1975 and 1977; these were
non-franchised hotels, inspired by the slogan "Be Indian, Buy
Indian" and using Indian expertise. Ultimately, however, these
hotels adopted the Sheraton system in 1978 and used the
services of expatriates for the purposes of upgrading staff training
and installing Sheraton operating systems-all without a
management contract. This gave the Welcome Group a good start.
It must be noted, though, that it took time for these hotels to
achieve substantial foreign occupancies. The tacit discouragement
of foreign franchising by the government led the leading Indian
hotel companiesnamely The Taj, the Oberoi hotels, and the
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Welcome Group-to launch their own franchising and management
programs, giving rise to indigenous franchise operations. Their
focus, however, was the 5-star and 5-star-deluxe categories of
hotels. Such hotels were located in the prominent metropolitan
cities and a few select resorts, leading to a concentration of
franchised hotels in these areas.
Motivated by the success stories of the hotels in the metro
cities, individual entrepreneurs began constructing hotels in
secondary cities/resorts during the late 1970s. When India agreed
to host the 1982 Asian Games, a boost was given to the country's
hotel industry. The government announced a national policy on
tourism and outlined the country's tourism development
objectives. This policy was timed to help the country meet the
huge need for hotel rooms in New Delhi, the venue of the Asian
Games. The government granted licenses for building hotels to the
Ta j - Taj Palace, Asian Hotels -Hyatt Regency, India Tourism
Development Corporation- Lodhi Hotel, Samrat Hotel, Kanishka,
Le Mkridien, and Surya Sofitel, with the stipulation that their new
hotels had to be completed in time for the games. With the
opening of these hotels, hotel franchising in the first-class/5-star
hotel segment within the metro cities got further strengthened. It
also gave rise to the fallacy that tourism was an elitist activity
that lacked mass appeal.
Growth of Tourism and Hospitality in India in the recent
years
Tourism in India accounts for 6.8 per cent of the GDP and
is the third largest foreign exchange earner for the country
10
The tourism and hospitality sector’s direct contribution to
GDP totaled US$ 44.2 billion in 2015
Over 2006–15, direct contribution is expected to register a
CAGR of 10.5 per cent
The direct contribution of travel and tourism to GDP is
expected to grow 7.2 per cent per annum to US$ 88.6
billion (2.5 per cent of GDP) by 2025
Hospitality Industry Include
Food and Beverage
In hospitality, food and beverage reigns supreme. It is the
largest element of the hospitality industry and can take the form
of high-end restaurants, fast-food eateries, catering
establishments and many other manifestations. The food and
beverage trade can symbiotically function as part of other
businesses, such as in bowling alleys or movie theaters. When
your restaurant is part of a hotel, food and beverage can
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dramatically enhance the overall guest experience by offering
excellent food and first-class customer service.
Accommodations
Hotels, bed and breakfast enterprises and other places
offering lodging represent a broad segment of the hospitality
industry. Types of businesses run the gamut from extravagant
resorts to hostels and campgrounds. Your business' focus on
providing lodging should integrate comfort, efficiency and
attentive customer service as its foundation. Travelers value
thoughtful treatment and simple amenities. When they feel
appreciated and catered to, your guests will tell others about their
experience and may become repeat customers.
Travel and Tourism
Another chief segment of the hospitality business
encompasses transportation. This includes airlines, trains, cruise
ships and the staff for each. Flight attendants and cruise staff
function as food servers and hoteliers in their efforts to provide
food or drink and a comfortable experience. Business travelers
and vacationers alike form the basis for this area of hospitality.
Travel and tourism requires knowledgeable employees in
information technology, and they are also considered a part of
hospitality. Destinations such as amusement parks draw
thousands of people, all of whom want to benefit from great
customer service while enjoying a memorable adventure.
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TYPES OR CLASSIFICATIONS OF HOTELS
Hotels are classified according to the hotel size, location,
target markets, levels of service , facilities provided, number of
rooms , ownership and affiliation etc.
1. Size - Or number of rooms
Under 200 rooms
200 to 399 rooms
400 to 700 rooms
More than 700 rooms
These categories enable hotels of similar size to compare
operating procedures and statistical results .
2. Target Markets
Hotel targets many markets and can be classified according
to the markets they attempt to attract their guests. Common type
of markets include business, airport, suites, residential, resort ,
timeshare , casino , convention and conference hotels .
Business Hotels:
These hotels are the largest group of hotel types and they
primarily cater to business travelers and usually located in
downtown or business districts . Although Business hotels
primarily serves business travelers , many tour groups, individual
tourists and small conference groups find these hotels attractive.
Guest amenities at business hotels may include complimentary
newspapers, morning coffee, free local telephone calls , Breakfast
etc.
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Airport Hotels:
These type of hotels typically target business clientele, airline
passengers with overnight travel layovers or cancelled flights and
airline crews or staff. Some hotels might give free transport
between hotel and airport . Some Airport hotels also charges the
guest by hour instead of normal daily night charges.
Suite Hotels:
These kind of hotels are the latest trend and the fastest
growing segments in the hotel industry . Such hotels have a living
room and a separate bedroom. Professionals such as accountants,
lawyers, business men and executives find suite hotels particularly
attractive as they can work and also entertain in an area besides
the bedroom.
Extended Stay Hotels:
Extended stay hotels is somewhat similar to the suite hotels ,
but usually offers kitchen amenities in the room . These kind of
hotels are for long stayers who wants to stay more than a week
and does not want to spend on hotel facilities.
Serviced Apartments:
Serviced Apartment / Residential hotels provide long-term or
permanent accommodation for Guest. Usually guest makes a lease
agreement with the hotel for minimum of one month up to a year.
Rooms generally include living room , bedroom, kitchen , private
balcony , washing machines , kitchen utensils etc. Unlike normal
hotels Serviced apartment only provide weekly one housekeeping
service.
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Resort Hotels:
Resort hotels are usually located in the mountains, on an
island, or in some other exotic locations away from cities . These
hotels have recreational facilities, scenery, golf, tennis, sailing,
skiing and swimming. Resort hotels provide enjoyable and
memorable guest experiences that encourage guest to repeat to the
resort.
Bed and Breakfast / Home stays :
These are houses with rooms converted into overnight
facilities , this can size up to 1 to 10 guest rooms . They are also
known as 'Home Stay's'. The owner of the B&B usually stay on the
premises and is responsible for serving breakfast to guest .
Timeshare / Vacation Rentals: -
Another new type or segment of the hospitality industry is
the timeshare hotels. These are sometimes referred to as "
Vacation-interval" hotels . Timeshare hotels are where the guests
who purchase the ownership of accommodations for a specific
period. These owners may also have the unit rented out by the
management company that operates the hotel.
Casino Hotels :
Hotels with gambling facilities are called Casino Hotels.
Although the food and beverage operations in casino is luxurious
their functions is secondary to and supportive of casino operations.
Conference and Convention Centers:
These type of hotels focus on meeting and conferences and
overnight accommodation for meeting attendees. They also provide
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video conferencing facility, audiovisual equipments, business
services, flexible seating arrangements, flipchart etc. These hotels
mostly located outside the metropolitan areas and have facilities
like golf, swimming pools, tennis courts, fitness centers, spas etc.
3. Levels Of service
World class service:
These are also called luxury / Five Star hotels, they target
top business executives, entertainment celebrities, high- ranking
political figures, and wealthy clientele as their primary markets.
They provide upscale restaurants and lounges, Valet, concierge
services and also private dining facilities.
Mid-Range Service:
Hotels offering mid-range or otherwise 3 to 4 star hotels
service appeal the largest segment of the travelling public . This
kind of hotels does not provide elaborate service and have a
adequate staffing. They also provide uniformed service, food and
beverage room service, in room entertainment's and also Wi-Fi etc.
Budget / Limited Service:
These hotels provide clean , comfortable , safe , inexpensive
rooms and meet the basic need of guests . Budget hotels appeal
primarily to budget minded travelers who wants a room with
minimum services and amenities required for comfortable stay,
without unnecessary paying additional cost for costly services.
4. Ownership and Affiliations
Independent / Single Owner Hotels :- They do not have
identifiable ownership or management affiliation with other
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properties. Example for the same would be family owned and
operated hotel that is not following any corporate policies or
procedures.
Chain hotels :
Hotels which are part of a hotel chain and these kind of
ownership usually imposes certain minimum standards, rules,
policies and procedures to restrict affiliate activities. In general the
more centralized the organization the stronger the control over the
individual property.
17
COMPANY PROFILE
Mr.Ravi shankar Prasad registered Anand Regency in 1993
under the name Gemini groups he is one of the Chennai based
film producer. This hotel was established with a vision to provide
all the facilities for travelers under one roof.
Hotel Anand Regency is classified as the only business class
hotel in East Godavari district and is a three star hotel
overlooking the beautiful kambala lake and is located in the heart
of the city, making the business travelers comfortable from the
past 12 years, the hotel has enjoyed many achievements in the
hospitality industry.
Hotel Anand Regency Amenities :
Taxi services
Shuttle services
Indoor multi cuisine restaurant
Airport / Railway station transfer
Sight seeing
Dining hall
Gymnasium
Laundry services
Doctor on call
Conference facilities
Bar
Parking facility
Travel desk
Coffee shop
Business center
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LOCATION
The location of Anand Regency is one of the biggest assets.
It is located at the heart of the city Rajahmundry. It is situated at
Jampeta, near Kambala lake, Rajahmundry.
Its location facilitate the hotel with:
Availability of transportation of busses.
Good climatic conditions.
Closely located near Kambala tank and residential are
enhancing the atmosphere.
Very near from Railway station and Bus stand.
Availability of uninterrupted power and fuel.
Spacious rooms and parking place.
Availability of pure drinking water.
OVERVIEW
Hotel Anand Regency is a mark of Architecture's innovation,
blended with the novel vision of the promoters. Situated in the
heart of Rajahmundry, The innovative designs, the lavish,
sensuous, and interiors exude a fragrance of celestial environs,
where the spirits soar high and times melt swiftly.
From the classical arts preserved in the South Asia-
influenced East and the northern region’s rich Hindu heritage
peppered with western influences, India offers the diversity
travelers crave. You can take in religious monuments that have
stood for thousands of years and cutting-edge displays of
technology within minutes of each other while you stay at our
hotels.
19
Regency is having 94 Rooms, Traditional and Multi cuisine
Restaurants and offers the finest banquet and conference hall
facilities. It is ideal for conferences , private parties and weddings.
Venues can accommodate from 15 up to 1000 guests. The lush
lawns that surround the hotel are an inviting venue for cocktails
and receptions for up to 2000.
CATEGORIZATION OF STAFF
Manager
Receptionist
Bell boy
Door man
House Keeping
Lenin
Non- vegetarian cooks
Stall boys
Salt and pepper waiter and captains
High sports
SELECTION OF THE STAFF
In Hotel Anand Regency the management follows all the
procedures in selecting the candidate. first of all they call for
applications and reception is arranged to applicants on the
appointed date and they are given good reception. There will be
preliminary employment interview in which man of the applicants
are filtered. After preliminary employment tests are over the
employment tests follow and it is followed by determination
interview. After the interview is completed the candidate is asked
to submit two references that are investigated before the
candidate being offered a post in the organization. For certain
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types of jobs physical examination will also take place. After all
these procedures are completed then the final approval is over
than it is finally followed by induction and placement.
In Hotel Anand Regency all these procedures are adopted
without any hesitation. In view of the interest of the organization,
the personnel department will undertake the responsibility of
organizing these procedures.
TRAINING
Adequate training facilities are offered to these candidates
who have been selected by the management. There are on the off
the job methods of the training committee specially constituted
for the purpose which headed by the manager and assisted by "F
and B manager". They invite specialist in various department of
Hotel Industry and arrange special lectures for the benefit of new
recruiters. They also organize refreshment courses for old
employees to acquaint them with latest technology in Hotel
Management. The management offers special training class to
those working in staff agencies because they immediately come
into contact with public. Hence, their training is essential for the
growth of business. The front office personnel, Banquet
personnel, restaurant captains and raters are offered special
training classes in dealing with public and to attract business.
After the selection of the candidate, the next measure to be
taken in induction, which means orientation. Because candidate
is now part of the organization he must be shown his place of
work and be introduced to the seniors at work place so as to
install confidence in new employees. The various methods of
induction of new personnel placement are the next stage .
Discipline:
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Discipline is another important aspect, which is given a
prima place in hotel Anand Regency. The management's first and
prime duty is to ensure discipline and takes every care and every
step to ensure it. Discipline is essential for industrial peace.
H.B Spriegal and Edward Soblege define discipline
"Discipline is the force that prompts individual for groups to
observe rules, regulations and procedures that are demand
necessary to the attainment of an objective.
Objectives and principles of discipline
To develop the feeling of adjustment.
To get voluntary acceptance of members to rules.
To provide direction and getting co-operation.
To arouse the feeling of endurance and mutual co-operation.
Principles of good discipline system
Code of conduct
Appeal
Treatment of equality
Responsible person
Prompt action
Full knowledge of administration
Instrument of org
Preventive measure
Confidential procedure
In Hotel Anand Regency, every care is taken to ensure
discipline and the management has framed a set of rules which
are made to the staff. If they infringed of violated the rules, the
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personal department undertaken the responsibility of ensuring
discipline by issuing memo for various acts of omission of
employee's and personal department keep these memo's in
individual record, which were verified before pay, rise and
promotional considerations. If the management is satisfied that
the proposed candidate conducts and discipline are good.
CAPTAINS
Room servicemen
Supervisor
Maintenance - Electrical
Plumbing and A/c Operators
Service - Music and Telephone and Telex
Accountants
Store Keepers
Time Office
Security
Gardeners
RESTAURANT
As has various restaurants to cater the needs of customer
who came from different cultures and different preferences.
Aaharam The veg restaurant
Canopy The non - veg restaurant
Cheers The only pub in the region
Cheers lounge The quality bar
Front lawn Open garden for get together
Cotton hall For meetings and gatherings
Senate For board conferences
Pandiri Exclusive for marriage and
Conference
23
Branches
Hotel Anand Regency is having another branch located in
National Highway 214, Yanam.
24
MARKETING- IT'S MEANING AND DEFINITION Meaning
Businessman regards marketing as a management function
to a plan, promote and deliver products to the customers. There
are twin activities which are significant in marketing.
1. Matching the product with demand, i.e., customer needs
and desires to target market.
2. The transfer of ownership and possession at every stage in
the flow of goods from the primary producer to the ultimate
consumer.
In other words, marketing includes all activities from the
point of production to the point of consumption.
Definition
Marketing is a social and managerial process by which
individual and group obtain what they need and want through
creating, offering and exchanging products of value with order.
- Philip Kotler.
25
Importance Of Marketing
The heart of your business success lies in its marketing.
Most aspects of your business depend on successful marketing.
The overall marketing umbrella covers advertising, public
relations, promotions and sales. Marketing is a process by which
a product or service is introduced and promoted to potential
customers. Without marketing, your business may offer the best
products or services in your industry, but none of your potential
customers would know about it. Without marketing, sales may
crash and companies may have to close.
Customer Importance in Marketing
A business can never place too much emphasis on its
customers. The customer is the foundation of any business'
success. One of the primary goals of any marketing strategy
should be to identify and meet the needs of the consumer.
Considering customer importance at all stages of the marketing
process helps your company to ensure greater customer
satisfaction and increase its long-term goal of repeat business.
26
CUSTOMER SATISFACTION MEANING AND DEFINITION
Definition
“A person’s feeling of pleasure or disappointment after
comparing a product’s perceived performance or outcome against
his/ her expectations”. It’s the core of any successful business,
but it doesn’t come easy.
- Philip Kotler. Meaning
So the purpose of marketing centers very much upon
creation of value and a long-term customer relationships.
Customer satisfaction is a central concept to this proposal. A
marketing company aims to set a level of expectation at which
customers are satisfied that value is delivered through
an exchange process.
Importance Of Customer Satisfaction
Here are the top six reasons why customer satisfaction is so
important:
It’s a leading indicator of consumer repurchase intentions
and loyalty
It’s a point of differentiation
It reduces customer churn
It increases customer lifetime value
27
It reduces negative word of mouth
It’s cheaper to retain customers than acquire new ones
1. It's a leading indicator of consumer repurchase
intentions and loyalty :
Customer satisfaction is the best indicator of how likely a
customer will make a purchase in the future. Asking customers to
rate their satisfaction on a scale of 1-10 is a good way to see if
they will become repeat customers or even advocates.
Any customers that give you a rating of 7 and above, can be
considered satisfied, and you can safely expect them to come back
and make repeat purchases. Customers who give you a rating of 9
or 10 are your potential customers who you can leverage to
become evangelists for your company.
Scores of 6 and below are warning signs that a customer is
unhappy and at a risk of leaving . These customers need to be put
on a customer watch list and followed up so you can determine
why their satisfaction is low.
2. It’s a point of differentiation
In a competitive marketplace where businesses compete for
customers; customer satisfaction is seen as a key differentiator.
28
Businesses who succeed in these cut-throat environments are the
ones that make customer satisfaction a key element of their
business strategy.
3. It reduces customer churn
An Accenture global customer satisfaction report (2008)
found that price is not the main reason for customer churn; it is
actually due to the overall poor quality of customer service.
Customer satisfaction is the metric you can use to reduce
customer churn. By measuring and tracking customer
satisfaction you can put new processes in place to increase the
overall quality of your customer service.
4. It increases customer lifetime value
A study by info quest found that a ‘totally satisfied
customer’ contributes 2.6 times more revenue than a ‘somewhat
satisfied customer’. Furthermore, a ‘totally satisfied customer’
contributes 14 times more revenue than a ‘somewhat dissatisfied
customer’.
Satisfaction plays a significant role in how much revenue a
customer generates for your business.
29
Successful businesses understand the importance of
customer lifetime value (CLV). If you increase CLV, you increase
the returns on your investments.
Customer lifetime value is a beneficiary of high customer
satisfaction and good customer retention.
5. It reduces negative word of mouth
McKinsey found that an unhappy customer tells between 9-
15 people about their experience. In fact, 13% of unhappy
customers tell over 20 people about their experience.
That’s a lot of negative word of mouth.
How much will that affect your business and its reputation
in your industry?
Customer satisfaction is tightly linked to revenue and repeat
purchases. What often gets forgotten is how customer satisfaction
negatively impacts your business. It’s one thing to lose a
customer because they were unhappy. It’s another thing
completely to lose 20 customers because of some bad word of
mouth.
To eliminate bad word of mouth you need to measure
customer satisfaction on an ongoing basis. Tracking changes in
satisfaction will help you identify if customers are actually happy
with your product or service.
30
6. It’s cheaper to retain customers than acquire new ones
This is probably the most publicized customer satisfaction
statistic out there. It costs six to seven times more to acquire new
customers than it does to retain existing customers.
If that stat does not strike accord with you then there’s not
much else I can do to demonstrate why customer satisfaction is
important.
Customers cost a lot of money to acquire. You and your
marketing team spend thousands of dollars getting the attention
of prospects, nurturing them into leads and closing them into
sales.
From the classical arts preserved in the South Asia-
influenced East and the northern region’s rich Hindu heritage
peppered with western influences, India offers the diversity
31
travelers crave. You can take in religious monuments that have
stood for thousands of years and cutting-edge displays of
technology within minutes of each other while you stay at our
hotels. Hotel Anand Regency is a mark of Architecture's
innovation, blended with the novel vision of the promoters.
Situated in the heart of Rajahmundry, The innovative designs, the
lavish, sensuous, and interiors exude a fragrance of celestial
environs, where the spirits soar high and times melt swiftly.
Types Of Rooms Provided By Anand Regency
Hotel rooms are furnished with stylish interior and well
appointed with contemporary conveniences. Specially trained staff
is here to afford best service to the Guest. There are 94 rooms in
Anand Regency and are categorized as below.
Executive rooms
Deluxe rooms
Regency club
Regency suite
Presidential suite
Executive Rooms
Rooms are equipped with every sort of comfort, air
conditioner, TV set, Telephone (with necessary directions), Private
bath with Shower n Hair drier.
32
Executive Rooms are equipped with the following features Direct Dialing facility
Complimentary Breakfast
Free Wi-Fi Facility
Running Hot/Cool water facility
Safe Locker
Room Service-Round the clock
Laundry service on request
LCD TV with Satellite Connectivity
24Hr Checkout available
33
Deluxe Rooms
Rooms are well designed and well furnished to guarantee our
Guest's comfort n to suit every need like complimentary tea n
coffee.
Deluxe Rooms are equipped with the following features
Direct Dialing facility
Mini refrigerator
Tea/Coffee Maker
Complimentary Breakfast
Free Wi-Fi Facility
writing Desk/Reading Table
Fruit Platter
Laundry service on request
LCD TV with Satellite Connectivity
Safe Locker
34
Regency Club Rooms
We welcome n keep doors open for our Valuable Guests with
Pleasure by introducing a brand new Regency Club Rooms
(RCRs)which makes the stay at this hotel a pleasant experience.
Regency Club Rooms are equipped with the following features
Direct Dialing facility
Mini refrigerator
Fruit Platter
Complimentary Breakfast
Free Wi-Fi Facility
Electronic Console System
Tea/Coffee Maker
24Hr Hot water facility
Room Service-Round the clock
Laundry service on request
LCD TV with Satellite Connectivity
35
24Hr Checkout available
Safe Locker
Regency Suite Rooms
These Exclusive rooms where friendly service, combined with
care and attention to detail are available, enable you to enjoy
delightful home comforts.
Regency Suite Rooms are equipped with the following features
Direct Dialing facility
Mini refrigerator
Separate Sit out
Complimentary Breakfast
Free Wi-Fi Facility
Open Balcony
Bath Tub
Safe Locker
Running Hot/Cool water facility
36
Room Service-Round the clock
Laundry service on request
LCD TV with Satellite Connectivity
24/7 Checkout available
Tea/Coffee Maker
Fruit Platter
Presidential Suites
These are Personalized rooms with cozy service, combined with
extra care and attention to detail which are sure to provide you a
'happy home feel'.
Presidential Suite Rooms are equipped with the following
features
Direct Dialing Facility
Refrigerator
37
Tea/Coffee Maker
Complimentary Breakfast
Gym Facility
DVD Player with 5.1 Sound on request
Intercom
Mini-Bar
Bath Tub
Safe Locker
24Hr Hot water facility
Room Service-Round the clock
Laundry service on request
LCD TV with Satellite Connectivity
Free Wi-Fi Enabled
24Hr Check Out
Mini-Bar
Fruit Platter
Banquets & Conferences
Halls are awesome and spacious. They feel like heaven and
serves for all type of functions. Providing 3 Halls and 2 Gardens,
they are as follow
Cotton hall
Pandiri hall
38
Front lawn
Senate hall
Anand gardens
Cotton Hall
A capacity of about 200 are followed in this hall with
centralized AC and Well equipped sound system
Features
Cotton Hall is equipped with the following
Length:1900 sft
Theater Seating:150-200
Cluster Seating:80
'U' Shape:50
Sound System on request
Movable LCD Projector on request
D.J. System on request
LCD Screen on request
39
Pandiri Hall
Hall which serves for wedding and more traditional events
with a capacity of 1000 to 1500 chairs
Features
Pandiri Function Hall is equipped with the following
Length: 6000 sft
Theater Seating: 1000-1500
Cluster Seating: 400
Sound System on request
Movable LCD Projector on request
Centralized A.C.
D.J. System on request
LCD Screen on request
40
Front Lawn
An open lawn with a capacity of 100 members which is very
much conserved for treats and parties
Features
Front Lawn is equipped with the following
Length:2250 sft
Capacity:100
Sound System on request
Movable LCD Projector on request
D.J. System on request
LCD Screen on request
41
Senate Hall
A meeting hall with a capacity of 50 which serves for
business and important meetings with centralized AC
Features
Senate Hall is equipped with the following
Length: 504 sft
Theater Seating:50
Cluster Seating:25
'U' Shape:30
Sound System on request
Movable LCD Projector on request
Centralized A.C.
LCD Screen on request
42
Anand Gardens
Hall which serves for wedding and more traditional events
with a capacity of 1000 to 1500 chairs
Features
Anand Gardens is an open lawn which serves for night parties
and dinners
Length:4800 sft
Capacity: 800
Sound System on request
Movable LCD Projector on request
LCD Screen on request
D.J. System on request
43
Dining
Delicious Dishes served with good hygiene prepared by expert
chefs in both Vegetarian and Non-Vegetarian
Aaharam
Canopy
Cheers bar
Aaharam
A Pure Vegetarian restaurant which serves delightful dishes
to the customers with all the varieties of Indian taste.
Features
Aaharam is a Pure Vegetarian Restaurant mainly with "Thali
food"
44
CANOPY
A Multi-Cuisine Restaurant which serves varieties of Chinese,
north-Indian dishes by the best cooks in this region which make
the customers to have tasty food
Features
Canopy is a multi-cuisine restaurant with vegetarian and
non-vegetarian dishes.
45
Cheers Bar
The bar which has maximum varieties of drinks which will be
served to the customers
Features
Well stocked bar to cheer your mood
46
SERVICES
The hotel also provides different services of its customers.
They are as follows
24 Hrs Check Out
Hotel has 24/7 hours check out facility
City Information
Full information about Rajahmundry.
Private Parking
Parking facility for privateers
Parking Valet
In contrast to 'self-parking', we have parking valet
Central AC
Configured with Centralized AC
Foreign Exchange
Exchange of currency for the foreigners
Credit Card Facility
Credit Card is accepted in all services
Safe Lockers
Responsible for valuable items
47
24 Hr Room Service
We are happy to serve
Complimentary Buffet Breakfast
Regency's Complimentary
In addition to these the hotel also provides other services like
Airport transfers
The airport services can take you from the hotel or meeting to
the airport without any fuss or wait ensuring you arriving promptly
and safely.
Day and night car services
The hotel also provides day and night car services for
corporate and execute travel, sightseeing trips, guided tours and
special events.
Experiences chauffeurs
Our chauffeurs have years of experience in corporate,
personal and wedding services. so with the chauffeurs the
customers can reach the venue on time.
48
City tours
The customer can enjoy the sight of in and around the city
from the comfort of our chauffeurs driven cars, see the sight , sit
back, relax and take it easy. visit the pick of the city attractions.
49
OUR FLEET- ANAND REGENCY
Drivers have valid licenses with badge and are trained
strictly to follow the safety norms. Our Philosophy is that
chauffeur is the very core of Service.
The cars are also provided according to the number of customers
travelling and the distance.
For long distances they use 8 seater Inova cars
For local travels they provide mahindra verito, Tata Indica
and Suzuki Swift Dzire
50
FACILITIES
Doctor on Call
Medical facility available anytime
Laundry on request
laundry facility available
Business Center
make your business anytime
Usage of Gymnasium
gym facility available
Wi-Fi Enabled
wireless internet available
Travel Assistance
travel assistance available
The hotel also provides online reservation facility which saves
the time of the customer and make their work easy.
51
DATA ANALYSIS AND INTERPRETATION
1. Satisfaction Level for the Service at the Time of Arrival of Guest
Opinion No. of Respondents Percentage
Excellent 38 38
Very good 29 29
Good 20 20
Average 13 13
Total 100 100
Interpretation:
The above table and graph depicts the opinion regarding service at the front desk
(arrival and check in) of hotels. Majority of the customers are satisfied with the
service at the front desk. 38% customers are graded the service at the front desk as
excellent, 29% customers very good, 20% customers good and remaining 13%
customers graded average. Most of the customers fully satisfied with the front
desk service because of warm welcome by the reception, their pleasing attitude,
taking care of the guests at the entrance.
0
5
10
15
20
25
30
35
40
Excellent Very good Good Average
52
2. Opinion on quality of Food
Quality of food No. of Respondents Percentage
Excellent 38 38
Very good 24 24
Good 34 34
Average 04 04
Total 100 100
Interpretation:
The above table and figure show that opinion regarding quantity of food
provided by the hotels. Most of customers are fully satisfied about quantity
of food. 38% says excellent, 24% very good, 34% good and 4% average.
Overall satisfaction about quantity of food is excellent.
0
5
10
15
20
25
30
35
40
Excellent Very good Good Average
53
3. Opinion for Nutritional Value of Food
Nutritional Value No. of. Respondents Percentage
Excellent 23 23
Very good 38 38
Good 29 29
Average 10 10
Total 100 100
Interpretation:
Most of the customers responded that nutritional value of food is Very
good , 23% customers says that Excellent, 29% good and 10% average.
Maximum hotels are providing nutritional food. Few hotels have to
improve in providing nutritious food.
0
5
10
15
20
25
30
35
40
Excellent Very good Good Average
54
4. Customer Satisfaction Level for Seating Comforts in Restaurant
Seating comfort No. of Respondents Percentage
Excellent 41 41
Very good 25 25
Good 19 19
Average 15 15
Total 100 100
Interpretation:
Above Pie diagram, show that Customer satisfaction level for seating
comforts in restaurant. 41% says that excellent, 25% says that very good,
19% says that good and remaining average is 15%.
0
5
10
15
20
25
30
35
40
45
Excellent Very good
Good Average
55
5. Customer Satisfaction Level for Hygiene of Restaurant
Hygiene of Restaurant No. of Respondents Percentage
Excellent 37 37
Very good 23 23
Good 28 28
Average 12 12
Total 100 100
Interpretation:
The above table and graphs reveals that Customer satisfaction level for the
hygiene of restaurant quite satisfactory. 37% of customer‘s opinion about
hygiene of restaurant is excellent, 23% of customer‘s affirmed that very
good and 28% good and only 12% feels average.
0 5 10 15 20 25 30 35 40
Excellent
Very good
Good
Average
56
6. Customer Satisfaction Level for Time took for taking Order and Serving
Food
Time Management of
Staff While Serving
Number of
Respondents
Percentage
Excellent 10 10
Very good 15 15
Good 51 51
Average 24 24
Total 100 100
Interpretation:
The above graph reveal that customer satisfaction level for time taken for
taking order and serving is not completely satisfactory as 24% of them feel
it is average and 51% feel it is good and 15% feel it is very good and rest
feel excellent..
0 10 20 30 40 50 60
Excellent
very good
Good
Average
57
7. Do you prefer that Anand Regency hotel and its locations should be in
reach of your needs?
Location in reach of
needs
No of Respondents Percentage
Absolutely 55 55
Depends 40 40
Not at all 5 5
Total 100 100
Interpretation:
Most of the customers prefer Anand Regency, as the Locations are in reach
of their needs.
0
10
20
30
40
50
60
Absolute Depends Not at all
58
8. opinion on the prices of lodging
Opinion of the
customers
No. of. Respondents Percentage
Highly Expensive 33 33
Expensive 55 55
Reasonable 10 10
Cheap 2 2
Total 100 100
Interpretation:
Most of the customers feel that the price of lodging in Hotel Anand
Regency is expensive and few feel it is highly expensive and the rest feel it
is reasonable and cheap.
0
10
20
30
40
50
60
Highly expensive Expensive Reasonable Cheap
59
9. Opinion of the customers regarding price for dining
Opinion of the
customers
No. of. respondents Percentage
Highly expensive 32 32
Expensive 57 57
Reasonable 7 7
Cheap 4 4
Total 100 100
Interpretation:
Most of the customers i.e., 57% feel that the price for dining in Anand
Regency is expensive , and 32% of the customers feel it is highly
expensive and remaining 11% feel the prices are reasonable and cheap.
0
10
20
30
40
50
60
Highly expensive Expensive Reasonable Cheap
60
10. Ambience of the function halls in Anand Regency
Ambience No. of. respondents Percentage
Excellent 45 45
Very good 30 30
Good 15 15
Average 10 10
Total 100 100
Interpretation:
Most of the customers feel the ambience of the function hall is excellent
and 30% of the customers feel the ambience is very good and the rest 25%
feel the ambience is good and average.
0
10
20
30
40
50
Excellent Very good Good Average
61
11. parking facility in hotel Anand Regency
Parking facility No. of Respondents Percentage
Spacious 39 39
Sufficing 51 51
Small 10 10
Interpretation:
Most of the customers of Anand Regency i.e., 39% feel that the parking
facility provided is spacious and 51% fell it is sufficing and the rest feel it
is small.
0
10
20
30
40
50
60
Spacious Sufficing Small
62
12. Staff Helpfulness in Hotel Anand Regency ?
Staff Helpfulness No. of .respondents Percentage
Excellent 34 34
Good 40 40
Average 16 16
Below Average 10 10
Total 100 100
Staff helpfulness
Interpretation:
Most of the customers of the Hotel feel that the helpfulness of staff of
Anand Regency is good i.e., 40% and 34% of the customers feel it is
excellent, 16% of them feel it is average and the rest of them feel it is
below average.
Series 1 0
10
20
30
40
Excellent Good Average Below Average
63
13. Is the transport provided to the customers by the Hotel is comfortable?
Transport provided No. of. respondents Percentage
Very comfortable 45 45
comfortable 30 30
Less comfortable 15 15
Total 100 100
Transport Provided
Interpretation :
The transport provided by Anand Regency is comfortable to the customers
as the transport is provided according to the no.of travelers and the distance
to be travelled.
0
5
10
15
20
25
30
35
40
45
Very comfortable Comfortable Less comfortable
64
14. Are the rooms comfortable in the Hotel ?
Opinion of customers No. of. respondents Percentage
Very comfortable 57 57
Comfortable 33 33
Less comfortable 10 10
Total 100 100
Interpretation:
There are 94 rooms provided by the hotel for its customers accommodation
purpose and with different types so the person can choose the type of room
he is comfortable.
Series 1
0
10
20
30
40
50
60
Very comfortable Comfortable
Less comfortable
65
15. Maintenance of the rooms by the Hotel ?
Customer's opinion No. of. respondents Percentage
Excellent 52 52
Good 38 38
Average 10 10
Total 100 100
Maintenance of the rooms
Interpretation:
The maintenance of the rooms in the hotel are quite excellent i.e., 52% and
38% good and the remaining 10% average.
0 10 20 30 40 50 60
Excellent
Good
Average
66
16. Overall satisfaction of the customers on Hotel Anand Regency?
Customer's opinion No. of. respondents Percentage
Excellent 59 59
Good 29 29
Average 12 12
Total 100 100
Interpretation:
Most of the customers of Anand Regency i.e., 59% feel the satisfaction is
excellent for the service they render, 29% feel the services are good and the
rest feel average.
0
10
20
30
40
50
60
Excellent
Good
Average
67
17. Distribution of respondents on service at checkout
Ratings No. of. respondents Percentage
Excellent 34 34
Good 51 51
Average 15 15
Total 100 100
Interpretation:
The above data indicates that 51% of the respondents feel that the service at
check out is good, 34% of them feel it is excellent and remaining feel
average.
0
10
20
30
40
50
60
Excellent Good Average
68
CHAPTER 5
69
FINDINGS AND SUGGESTIONS
FINDINGS
Based on the data gathered the following observations are made.
The overall customer satisfaction level in Anand Regency is excellent
according to the table 16 of data analysis and the interpretation made.
Majority of the customers find that the services at the arrival of the
customers are prompt and excellent.
Most of the customers i.e., 532% of them feel that the maintenance of
the rooms by the hotel is excellent.
57% of the customers feel that the comfort provided by the rooms are
excellent and 33% of them feel it is good and the rest 10% disagree.
The helpfulness of the staff in the hotel is good as rated by 40% of the
customers and 34% of them rated it is excellent and 16% of them felt
it is average and 10% feel it is poor.
Customer Satisfaction Level for Seating Comforts in Restaurant is
excellent as rated by 41% of the customers.
Customer Satisfaction Level for Hygiene of Restaurant is rated
excellent by majority of the customers.
The ambience of the function halls and banquets in hotel Anand
Regency are rated excellent by the customers.
The food provided by the restaurants in hotel Anand Regency are
very much enjoyed by the people as they have separate restaurants for
vegetarians and non-vegetarians.
The customers are also very much satisfied with the transport
facilities that are provided by the hotel to travel in and around
Rajahmundry.
70
SUGGESTIONS
The following are the suggestions made observing the data collected from
the customers towards the hotel Anand Regency.
The parking facility of the hotel should be improved as it is just
sufficing and not spacious, if the customers for the hotel increases it
will become small.
The time taken or serving the food is rated average by 1/4th of the
customers which has to be rectified.
The serve should be more prompt.
The helpfulness of the staff can also be improved as majority of the
customers feel it is good not excellent.
71
CONCLUSION
The experience and the knowledge that i have gained during this entire
project was a whole new and a very interesting experience. I learnt many
new things during the course of time like how important is customer
satisfaction upon conducting this research, new findings were discovered.
However, the main objectives for this research were achieved . The research
managed to determine the relationship between quality services of food,
services and ambience of the place with customer satisfaction. from the
analysis conducted to test relationships, all the three attributes had a
significant relationship with customer satisfaction.
72
BIBILOGRAPHY
The information provided in this project are collected from the various
sources like
www.hotelanandregency.com
Marketing management - phlip Kotler
www.scholarworks.umass.edu
www.smallbusiness.chron.com
www.blog.clientheartbeat.com
73
Questionnaire
1. Satisfaction Level for the Service at the Time of Arrival of Guest ?
o Excellent
o Very good
o Good
o Average
2. Opinion on quality of Food ?
o Excellent
o Very good
o Good
o Average
3. Opinion for Nutritional Value of Food
o Excellent
o Very good
o Good
o Average
4. Customer Satisfaction Level for Seating Comforts in Restaurant
o Excellent
o Very good
o Good
o Average
5. Customer Satisfaction Level for Hygiene of Restaurant
o Excellent
o Very good
o Good
o Average
74
6. Customer Satisfaction Level for Time took for taking Order and Serving
Food
o Excellent
o Very good
o Good
o Average
7. Do you prefer that Anand Regency hotel and its locations should be in
reach of your needs?
o Absolutely
o Depends
o Not at all
8. opinion on the prices of lodging
o Highly expensive
o Expensive
o Reasonable
o Cheap
9. Opinion of the customers regarding price for dining
o Highly expensive
o Expensive
o Reasonable
o Cheap
10. Ambience of the function halls in Anand Regency
o Excellent
o Very good
o Good
o Average
75
11. parking facility in hotel Anand Regency
o Spacious
o sufficing
o small
12. Staff Helpfulness in Hotel Anand Regency ?
o Excellent
o Good
o Average
o Below average
13. Is the transport provided to the customers by the Hotel is comfortable?
o Very comfortable
o Comfortable
o Less comfortable
14. Are the rooms comfortable in the Hotel ?
o Very comfortable
o Comfortable
o Less comfortable
15. Maintenance of the rooms by the Hotel ?
o Excellent
o Very good
o Good
o Average
76
16. Overall satisfaction of the customers on Hotel Anand Regency?
o Excellent
o Good
o Average
o Below average
17. Distribution of respondents on service at checkout
o Excellent
o Good
o Average
