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STUDY ON LUXURY HOTELS IN MUMBAI WITH RESPECT TO CUSTOMER
SATISFACTION
PROJECT REPORT ON
STUDY ON LUXURY HOTELS IN MUMBAI WITH

RESPECT WITH CUSTOMER SATISFACTION
UNIVERSITY OF MUMBAI
FOR ACADEMIC YEAR 2017-2018
PREPARED AND SUBMITTED BY
PRATIKSHA KUMARI
MCOM PART-II (SEMESTER – IV)
G.N KHALSA COLLEGE
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CERTIFICATE
This is to certify that Ms./Mr. PRATIKSHA KUMARI of Masters of

Commerce
(Management) Semester - III [2017-2018] has successfully completed the

Project
on “STUDY ON LUXURY HOTELS IN MUMBAI WITH RESPECT TO

CUSTOMER SATIISFACTION”.
___________________ _________________
Project Guide Coordinator
___________________ _________________
Internal Examiner External Examiner
___________________ _________________
Principal College Seal
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DECLARATION
To,
The Principal,
GN Khalsa College,
Nathalal Parekh Marg
Matunga (E)
Mumbai 400-019.
Respected Madam,
I, the undersigned hereby declare that the project report entitled “STUDY
ON LUXURY HOTELS IN MUMBAI WITH RESPECT TO CUSTOMER
SATIISFACTION” is an original work developed and submitted by me.
The empirical findings in this report are not copied from any report and are true and best of
my knowledge.
DATE:
PLACE:
ROLL NO:
_________________
Signature of Student
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ACKNOWLEDGEMENT
I, the undersigned would hereby like to thank “University of Mumbai” for

giving me an opportunity to present my skills in the form of this project which
will not only prove to be useful for my academic profile but will also prove to
be fruitful for my future for attaining jobs and also will help me to face the
growing competition in the corporate level.
I would also like to thank “GN Khalsa College” for timely availability of
books and use of internet which have been an important input into completion
of this project.
Lastly, I would also like to thank my parents for providing all necessary funds
which were required for making of this project.
Place: Mumbai (Student’s Name)
Date:
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INDEX
Sr. No TOPIC Page No.

1. Executive Summary 6
2. Introduction 7
3. Hotel Industry in India 17
4. Research Methodology 21
5. Profile of City 23
6. Hotels in Mumbai 28
6.1. Vivanta by Taj President 29
6.2. Grand Hyatt 33
6.3. ITC Grand Central 37
6.4. Trident 43
6.5. JW Marriot 49
6.6. Oberoi 54
7. Challenges of Hotel Industry 60
8. SWOT Analysis 61
9. Data Analysis and Interpretation 63
10. Results and Suggestions 73
11. Case Study 74
12. Conclusions 80
13. Bibliography 83
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EXECUTIVE SUMMARY
In today’s competitive world while entering the market it is very necessary to have good
knowledge of the potential of a particular market. The information regarding the activities of
competitor’s existing in the market so that we can plan our activity according to that.
The project is concern with the study on the luxury hotels in Mumbai and the satisfaction
they provide to the customers with their services.
OBJECTIVES OF THE PROJECT

To study the various trends in Hotel Industry.
To study the services provided by the hotels in Mumbai and how satisfied the
customers are with those services.
To find out the Challenges of Hotel Industry.
▪ The research was done through customers. I have collected primary data through
questionnaire which was filled by the customers.
▪ Overall, the survey results show that a majority of customers are satisfied with the
catering, safety facilities, services, staff, cleanliness and comfortability, and ambience
of the hotels. Poor accessibility of reservation system and the value for money are the
greatest issues of concern for the customers.
▪ The customers like the hygiene the most, followed by the food and services of the
hotels in Mumbai.
▪ On being given a choice between the top 6 five-star hotels of Mumbai, Oberoi was
preferred by majority of the customers, followed by Vivanta by Taj president, Grand
Hyatt, J W Marriott, Trident and ITC Grand Central.
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INTRODUCTION
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2.1 INTRODUCTION TO THE HOTEL INDUSTRY
According to the British laws a hotel is a place where a “bonafied” traveller can receive food and
shelter provided he is in a position to for it and is in a fit condition to receive.
Hotels have a very long history, but not as we know today, way back in the 6th century BC when
the first inn in and around the city of London began to develop. The first catered to travellers and
provided them with a mere roof to stay under. This condition of the inns prevailed for a long
time, until the industrial revolution in England, which brought about new ideas and progress in
the business at inn keeping.
The invention of the steam engine made traveling even more prominent. Which had to more
and more people traveling not only for business but also for leisure reasons? This lead to the
actual development of the hotel industry as we know it today.
Hotel today not only cater to the basic needs of the guest like food and shelter provide much
more than that, like personalized services etc.
Hotels today are a “Home away from home”.
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CLASSIFICATION OF HOTEL
Hotel can be classified into different categories or classes, based on their operational 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- It provides efficient sanity private rooms with bath.
The furnishing and decor are acceptable to majority of travellers. Food and beverage
service may or may not be available.
• Mid-market hotel- They offer comfortable accommodation with private on premises
bath. Food and beverage services and uniformed bell staff. They offer above average
luxury.
• All suite hotels- It offers separate sleeping and living areas along with a kitchenette
and a stocked bar and offer class service.
• Luxury / Deluxe hotels- They are better and offer more specialized services than first
class hotels. They also provide limousine services.
• First class hotels- They are luxury hotels with exceptional decor better than average
food and beverage service, uniformed bell services. They often have 2 or 3 dining
rooms, swimming pool, spas etc.
• Others- Time share hotels, Executive hotels
2). PROPERTY TYPE
• Traditional hotels- They have the basic concept of rooms with breakfast, bell desk
services and the other usual services.
• Motels- They are located on highways. Guest is given parking right outside their
rooms. They usually have a gas station / workshop attached to them.
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• Resorts- They are usually situated in tourist locations like on rivers, mountains,
jungles, or the sea. They give more privilege to sports activities leisure and re-creation
activities like manages, sightseeing, adventure sports, etc.
• Resident hotels- Where guest stay for longer duration, stay like weeks, months even
years.
• Casino hotels- They are hotels usually in tourist spots and mainly cater to people who
are on holidays. Casino hotels like the name suggest offer gambling facilities along
with accommodations.
• Others- Commercial hotel, Chain hotel, Boutique hotels
3). According to size:
• Small hotel – up to 150 rooms
• Medium hotels –150 to 299 rooms
• Large hotels – 299 to 600 rooms
• Extra-large hotels – above 600 rooms
Other classification can be based on:

a) Level of services
b) Owner ship and application
c) Plans
d) Type of patronage
e) Length of guest stay
f) Location
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LEVEL OF SERVICES:
World-class services:
They target top business executives and provide service s that cater to needs of such people
like lap tops in the rooms, business centre, sectarian services.
Mid-range services:
They appeal to the larger segment of traveling public [tourist]. The services provided by the
hotel are moderate and sufficient to budgeted travellers.
Economy / Limited services hotel:

They provide comfortable and inexpensive rooms and meet the basic requirement of the
guest. These hotels may be large of small in size depending on the kind of business they get.
The key factor behind the survival of these hotels is that they are priced very low and are in
the budget of most of the travellers.
OWNERSHIP AND AFFILIATION:
Independent hotels:
They have no application with other properties. They have their own management and are
single properties with one owner.
Chain hotels:
They impose certain minimum standards, levels of service, policies and procedures to be followed
by their entire establishment. Chain hotels usually have corporate offices that monitor all their
properties and one management runs these properties. That is all the hotels under the chain are
completely owned and run by the chain itself.
Franchisee hotels:
The franchisee grants the entities, the right to conduct business provided they follow the
established pattern of the franchisee, maintains their standards, levels of service, practice
their policies and procedures.
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AWARDING OF CLASS:
Awarding of class is done by the HRACC in India. These are a few things listed down that
are taken into consideration while awarding star category to any hotels.
Number and types of rooms the hotel has a vital role in this. The factors which effects this are
as follows.
• Elegant and comfortable surroundings
• Rooms efficiency
• Cleanness and sanitation
• Staff size and specialization
• Range and level of services
• Number of Restaurants
• Bars and Beverage services
• Concierge services
• Accessibility to entertainment
• Availability of transportation
• Spa and swimming pool facility
• Reservation and referral services.
Star category of hotels [India]
One star [*]

Two star [**]
Three star [***]
Four star [****]
Five-star [*****]
Five-star deluxe [***** deluxe]
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THREE STAR CATEGORIES:
For a hotel to be recognized as a three-star property the architectural features and general
features of the building should be very good there should be adequate parking facilities. At
least 50% of the rooms must be air-conditioned. Also, the ambience and decor of the place
must be ecstatic.
They should provide reservation and information facility apart from reception, information,
bell service at least two gourmet dining facility should be available. The establishment may
or may not have banqueting facility. They should provide high levels of personalized
services. The staff must be well-trained and proper standards for hygiene and sanitation must
be followed. Also, all properties have to keep in mind that proper waste management is done
FIVE-STAR CATEGORIES:
Five-star category is only allotted to properties, which have all the qualities of a three-star
property and a few additional. Like the entire property must be centrally air-conditioned. The
building of the property must be an attractive one. All the rooms must be spacious. The property
must have proper banqueting facility, business centre.
Proper and well-maintained pool and health club a spa is optional. The property must have
24-hour coffee shop, round the clock room service, a bar, and a minimum of 1 gourmet
restaurant. The staff must be highly trained and a degree of specialization must be shown.
State of art Equipment’s must be used and the facility provided in the rooms must be
sophisticated.
FIVE-STAR DELUXE CATEGORIES:
They are more or less like five-star properties with the only difference is that they are on a
larger scale. Five-star deluxe properties maintain a very high staff to guest ratio and very high
levels of service is maintained. They in addition to five-star properties have 5 to 7 dining
rooms, a bar, 24-hour coffee shop, banqueting facility. Spas, fitness centres, business centres
etc
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CORE OPERATIONAL DEPARTMENT

1. Food and Beverage (F & B) Department
F & B deals mainly with food and beverage allied activities. Different divisions
are there in F& B are Restaurants, Speciality Restaurants, Coffee Shop (24hrs),
Bar, Banquets, Room Service etc. Apart from that they have Utility services
(Cleaning).
2. Housekeeping Department
The housekeeping Department is another important department in hospitality

world. Housekeeping is responsible for cleaning the hotel's guestrooms and public
areas. This department has the largest staff, consisting of an assistant, room
inspectors, room attendants, a house person crew, linen room attendants and
personnel in charge of employee uniforms. They may have their own laundry and
valet equipment may use it only for hotel linens and uniforms and send guest
clothing to an outside service where can be handled with specialized equipment.
3. Front Office Department
The front office is the command post for the reservations, registering guests, take
in charge of guest accounts (cashiering/payment), checking out guests. It is the
front desk responsible to allocate their designated rooms, distribute their keys,
send mails, emails or other information for guests. It is the also the most visible
part of the front office area.
4. Food Production Department
Food production department handles with the preparation of food. Basically, it is

their responsibility to prepare dishes or menus which are ordered by guest and
afterward catered by the F & B Department. They can prepare different kind of
Cuisine like Chinese, Indian, Thai, Filipino, Western food, Italian and a lot more.
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CORE FUNCTIONAL DEPARTMENTS

1 Marketing and Selling Department
Sales and marketing has become one of the most vital functions of the hotel
business and integral part of modern of hotel management. It includes packaging
of selling, sales promotion, advertising and public relations. The marketing
divisions is charged with the responsibility of keeping the rooms in the hotel
occupied at the right price and with the right mix of guests.
2 Safety and Security Department
The security of guests, employees, personal property and the hotel itself is an
overriding concern for today's hoteliers. In the past, most security precautions
concentrated on the prevention on thefts from guests and the hotel. However,
today such violent crimes as murder and rape have become a problem for some
hotels. Unfortunately, crime rates in most major cities are arising. Hence today
security department also concentrate on these additional criminal activities too.
3 Engineering and Maintenance Department
This department provides on the day-to-day basis the utility services, electricity,
hot water, steams, air conditioning and other services and is responsible for repair
and maintenance of the equipment, furniture and fixtures in the hotel.
4 Finance, Accounting and Control Department
The finance and accounting department is responsible for keeping track of the
many business transactions that occur in the hotel. Accounting department does
the bookkeeping regarding financial matters in an appropriate description.
Whereby the control department is concern with cost control guidelines by the
way reducing in investment, reduction in operating cost, control of food service
cost, control of beverage costs, labour cost control, etc.
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5 Administration Department
This department is responsible for all the work with the administration, personnel,
manpower, employee's welfare, medical and health security.
The relationship between housekeeping department and other departments

No matter what the type of hotel or the category of traveller, hotels are in the service industry
and their goal is to meet the guest expectations. To help achieve this goal, all hotel staff must
work as a team to provide consistently high-quality service that promotes customer loyalty.
An example would be when the housekeeping and front office departments work closely as a
team to ensure that the guestrooms are cleaned and made ready for arriving guests. If
housekeeping cannot provide cleaned rooms quickly enough to front office for sale,
especially in peak season, the result is a loss of sales and customers.
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2.2 HOTEL INDUSTRY IN INDIA
Over the last decade and half the mad rush to India for business opportunities has intensified
and elevated room rates and occupancy levels in India. Even budget hotels are charging USD
250 per day. The successful growth story of 'Hotel Industry in India' seconds only to China in
Asia Pacific.
'Hotels in India' have supply of 110,000 rooms. According to the tourism ministry, 4.4 million
tourists visited India last year and at current trend, demand will soar to 10 million in 2010 - to
accommodate 350 million domestic travellers. 'Hotels in India' has a shortage of 150,000 rooms
fuelling hotel room rates across India. With tremendous pull of opportunity, India is a destination
for hotel chains looking for growth. The World Travel and Tourism Council, India, data says,
India ranks 18th in business travel and will be among the top 5 in this decade. Sources estimate,
demand is going to exceed supply by at least 100% over the next 2 years. Five-star hotels in
metro cities allot same room, more than once a day to different guests, receiving almost 24-hour
rates from both guests against 6-8 hours usage. With demand-supply disparity, 'Hotel India' room
rates are most likely to rise 25% annually and occupancy to rise by 80%, over the next two years.
'Hotel Industry in India' is eroding its competitiveness as a cost-effective destination. However,
the rating on the 'Indian Hotels' is bullish.
With the USD 23 billion software services sector pushing the Indian economy skywards,
more and more IT professionals are flocking to Indian metro cities. 'Hotel Industry in India' is
set to grow at 15% a year. This figure went up in 2010, when Delhi hosted the
Commonwealth Games. Therefore, with opportunities galore the future 'Scenario of Indian
Hotel Industry' looks rosy.
The history of the hotel industry is as old as the history of tourism and travel industry. In fact,
both are two sides of the same coin. Both are complementary to each other. Hotel is an
establishment which provides food, shelter and other amenities for comfort and convenience
of the visitors with a view to make profit. Hotel is a commercial establishment and intends to
provide visitors with lodging, food and related services with a view to please them so as to
build goodwill and to let them carry happy memories.
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INDIAN TOURISM INDUSTRY
Tourism is the basic and the most desirable human activity describing the praise and
encouragement of all people and government. Hotel industry is an essential part of tourism.
The expansion of tourism is well inevitable bringing out development of the hotel industry.
Hotel industry is so 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 important tourist’s centers. Keeping in view the changing standards in the international
hotel keeping. The Indian industry to make a number of improvements. It’s not enough to
have adequate hotel accommodations, it is equally necessary to have at various levels, low
priced, moderately priced, high priced, and a few luxury hotels.
The Indian hotel business focuses largely on foreign tourists with only 30% of the business
coming from the domestic business and the leisure travels. The tourist arrivals in India are
seasonal in nature, with the best season being from September to December followed by a
steep fall till May. The period June to September gains momentum once the monsoons are
over. The slack season is generally used for renovation work and the period is characterized
by discounts to attract clients.
When traveling away from home, tourist comes in contact with the places they visit with their
inhabitants and social exchange takes place. Their presence and social background affect the
social structure and mode of life at the destination. Tourists are in turn affected by the
experience and often carry back home with them, new habits and new outlook on life.
Tourist has great educational significance. Contact between people of different races and
nationalities widen ones outlook. Tourism, whether domestic or international has common
economies significance in the sense that money earned in places visited large sums of
transferred to the host economies where this money provided a source of income, a means of
livelihood and amenities for the resident population.
International tourism is of great importance in international trade in the sense that it enters
into the balance of payments of accounts of individual countries generating tourist traffic and
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export for countries receiving tourist traffic. For many countries is a major item in world
trade. These countries exhibit faster growth in tourism than in trade of goods.
Domestic and International Tourism
Usually, a distention is drawn between domestic or internal and foreign of international

tourism. In domestic tourism people travel outside their normal domicile to other areas within
the country. Barriers like language, currency and documentation are not in the domestic
tourism. But in India, since difference estates have different languages, ones own language
may not serve a medium of communication. Domestic tourism has no balance of payment
implications.
When people travel to a country other that which they normally live in is known as
international tourism.
Considering the greater multiplier effect in domestic tourism, domestic tourism would have
received greater emphasis in India. Reliable data on the growth of domestic tourists traffic are
not available as not extensive survey has been conducted on a national level by any agency,
government or otherwise not given the numerous festivals celebrated throughout out the year,
the innumerable tourist's centres in the country, the geographical expands and the resource
constraints, estimates of documents tourists' traffic through an executive survey is considered
impossible.
The definition of a domestic tourist is a person who travels within the country to a place of
residence and stays at hotels or other accommodations establishments run on commercial
basis for duration of not less than 24 hours.
The hotel industry in India is recovering from the blows it suffered in the year 2008, first due
to financial meltdown in America in September and later due to terrorists attack on the two 5-
Star hotels – Taj and Oberoi in Mumbai. The onset of the global economic slowdown had a
greater impact on the profitability of the sector determined by the occupancy rate. The
occupancy rate came down from 69 per cent in 2007-08 to 60 per cent in 2008-09.
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It was hovering above 71 per cent before the incidents. Average room rates (ARRs) saw a
marginal decline of about 2 per cent during that time. As the occupancy rates were badly hit,
overall revenue per room (Rev PAR) fell by 14 per cent, in 2008-09. The swine flu outbreak
in 2009 further eroded the profitability. ARRs fell 25 per cent and ORs plunged to 53 per cent
in the first half of 2009-10. By then, hotels were doling out generous discounts in a bid to fill
up their rooms even as RevPARs declined by 30-40 per cent.
After declining 3 per cent in 2009, foreign tourist arrivals (FTAs) to India saw a heartening
9.3 per cent increase during 2010. The inflows of tourists continued in 2010-11. As a result,
ARRs have increased by 10-15 per cent in the past one year. The RevPAR though increased
to Rs 4,624 but still it is way short of the revenue clocked by hotels in the year prior to crisis.
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3 RESEARCH METHODOLOGIES
Research is a procedure of logical and systematic application of the fundamentals of science

to the general and overall questions of a study and scientific technique which provide precise
tolls, specific procedures and technical information, rather than philosophical means for
getting and ordering the data prior to their logical analysis and manipulation.
RESEARCH APPROACH: The objective was to know the level of satisfaction provided by the
five-star hotels in Mumbai with their different services to the customers.
RESEARCH INSTRUMENT: The research instrument was a questionnaire formulated for

the respondents. Research was also done through observation.
TYPES OF QUESTIONS: The second most important aspect in designing a questionnaire

is to decide which types of questions are to be used. Questions can be classify in various
ways.
1. Open-ended questions
2. Dichotomous questions
3. Multiple-choice questions
The questionnaire consists of multiple-choice questions.
SAMPLE SIZE: The number of respondents were 21.
METHOD OF SURVEY – PERSONAL INTERVIEW
It is a direct form of investigation, involving face-to-face communication with free feedback

information. It offers a sense of participation. It is more flexible form of data collection. Use
of unstructured, open-ended questions is possible. Rate of refusal is low. Depth interview is
possible. Complex questions can be asked. The interview can have questions to secure more
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information. Visual aids in the form of catalogues samples etc. can be used to get views,
opinions, and attitude of responder.
MUMBAI CITY
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4 PROFILES OF THE CITY
It is the capital of Maharashtra state, and its official language is Marathi although English and
Hindi are widely spoken and understood. The fast-paced life has given rise to hordes of "fast-food
outlets" on almost every road, offering lip-smacking choices of Mumbai's very own pau bhaji,
bhel puri and kababs. There is no dearth, though, of multi-culinary delicacies dished out in posh
restaurants by expert chefs. Mumbai is a shopper's delight with bargain buys, exclusive boutiques,
ethnic markets and mini bazaars. This busy city is also the hub of a thriving cultural life, with a
constant stream of performances in music, dance and drama. The seat of the Hindi film industry,
known locally as Bollywood, it produces the largest number of films in the world. On the
Mumbai Harbour waterfront stands the iconic Gateway of India stone arch, built by the British
Raj in 1924. Offshore, nearby Elephanta Island holds ancient cave temples dedicated to Shiva.
Mumbai caters to the adventurous and the romantic through its sporting activities, nightclubs,
pubs, theatres, beaches and restaurants. Old and new, rich and poor, classical and modern – it is
all here for you to savor and enjoy!
DEMOGRAPHICS
According to the 2011 census Mumbai City district has a population of 3,085,411, roughly
equal to the nation of Mongolia or the US state of Iowa. This gives it a ranking of 115th in
India (out of a total of 640). The district has a population density of 19,652 inhabitants per
square kilometre. Its population over the decade 2001-2011 was - 7.57%. Mumbai City has a
sex ratio of 832 females for every 1000 males, and a literacy rate of 89.21%.
GEOGRAPHY
Mumbai consists of two distinct regions: Mumbai City district and Mumbai Suburban district,
which form two separate revenue districts of Maharashtra. The city district region is also
commonly referred to as the Island City or South Mumbai. The total area of Mumbai is 603.4
km2. Of this, the island city spans 67.79 km2, while the suburban district spans 370 km2,
together accounting for 437.71 km 2 under the administration of Municipal Corporation of
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Greater Mumbai (MCGM). The remaining areas belong to various Defence establishments,
the Mumbai Port Trust, the Atomic Energy Commission and the Borivali National Park,
which are out of the jurisdiction of the MCGM.
ECONOMY
Nariman Point and Bandra Kurla Complex (BKC) are Mumbai's major financial centres.
State and central government employees make up a large percentage of the city's workforce.
Mumbai also has a large unskilled and semi-skilled self-employed population, who primarily
earn their livelihood as hawkers, taxi drivers, mechanics and other such blue collar
professions. The port and shipping industry is well established, with Mumbai Port being one
of the oldest and most significant ports in India. Dharavi, in central Mumbai, has an
increasingly large recycling industry, processing recyclable waste from other parts of the city;
the district has an estimated 15,000 single-room factories.
TRANSPORT
Public transport systems in Mumbai include the Mumbai Suburban Railway, Monorail,
Metro, BEST buses, black-and-yellow meter taxis, auto rickshaws and ferries. Suburban
railway and BEST bus services together accounted for about 88% of the passenger traffic in
2008. Auto rickshaws are allowed to operate only in the suburban areas of Mumbai, while
taxis are allowed to operate throughout Mumbai, but generally operate in South Mumbai.
Taxis and rickshaws are a convenient, economical, and easily available means of transport.
Water
Water transport in Mumbai consists of ferries, hovercrafts and catamarans. Services are
provided by both government agencies as well as private partners. Hovercraft services briefly
in the late 1990s between the Gateway of India and CBD Belapur in Navi Mumbai.
Bus
Public buses run by BEST cover almost all parts of the metropolis, as well as parts of Navi
Mumbai, Mira-Bhayandar and Thane. The BEST operates a total of 4,608 buses with CCTV
cameras installed, ferrying 4.5 million passengers daily over 390 routes. BEST introduced
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air-conditioned buses in 1998. Maharashtra State Road Transport Corporation (MSRTC)

buses provide intercity transport connecting Mumbai with other towns and cities of
Maharashtra and nearby states.
The Mumbai Darshan is a tourist bus service which explores numerous tourist attractions in
Mumbai. Though 88% of the city's commuters travel by public transport, Mumbai still
continues to struggle with traffic congestion.
Sea
Mumbai is served by two major ports, Mumbai Port Trust and Jawaharlal Nehru Port Trust,
which lies just across the creek in Navi Mumbai. Mumbai Port has one of the best natural
harbours in the world and has extensive wet and dry dock accommodation facilities.
Jawaharlal Nehru Port, commissioned on 26 May 1989, is the busiest and most modern major
port in India.
Air
The Chhatrapati Shivaji International Airport (formerly Sahar International Airport) is the
main aviation hub in the city and the second busiest airport in India in terms of passenger
traffic.
The proposed Navi Mumbai International Airport to be built in the Kopra-Panvel area has
been sanctioned by the Indian Government and will help relieve the increasing traffic burden
on the existing airport.
Rail
The Mumbai Suburban Railway, popularly referred to as Locals forms the backbone of the
city's transport system. It is operated by the Central Railway and Western Railway zones of
the Indian Railways. Trains are overcrowded during peak hours, with nine-car trains of rated
capacity 1,700 passengers, actually carrying around 4,500 passengers at peak hours. The
Mumbai rail network is spread at an expanse of 319 route kilometres.
The Mumbai Monorail and Mumbai Metro have been built and are being extended in phases
to relieve overcrowding on the existing network. The Monorail opened in early February
2014. The first line of the Mumbai Metro opened in early June 2014.
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Mumbai is the headquarters of two zones of the Indian Railways: the Central Railway (CR)
headquartered at Chhatrapati Shivaji Terminus (formerly Victoria Terminus), and the
Western Railway (WR) headquartered at Churchgate. Mumbai is also well connected to most
parts of India by the Indian Railways. Long-distance trains originate from Chhatrapati Shivaji
Terminus, Dadar, Lokmanya Tilak Terminus, Mumbai Central, Bandra Terminus, Andheri
and Borivali.
Road
Mumbai is served by National Highway 3, National Highway 4, National Highway 8,
National Highway 17 and National Highway 222 of India's National Highways system. The
Mumbai-Pune Expressway was the first expressway built in India. The Bandra-Worli Sea
Link bridge, along with Mahim Causeway, links the island city to the western suburbs. The
three major road arteries of the city are the Eastern Express Highway , the Sion Panvel
Expressway and the Western Express Highway. Mumbai has approximately 1,900 km of
roads. There are five tolled entry points to the city by road.
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HOTELS IN MUMBAI
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5 HOTELS IN MUMBAI
Five-star Hotels in Mumbai are the best hotels in Mumbai that provide the guests with
ultimate comforts, utmost luxuries and unmatched hospitality. The five-star Mumbai hotels
are renowned worldwide for their elegance and services. These Mumbai hotels are oasis of
calm and peace in the busting commercial capital of India, Mumbai which is at times called a
concrete jungle.
SERVICES OFFERED BY THE HOTELS
• 24-hour one touch service for all your needs

• Currency exchange.
• Safe deposit lockers.
• Doctor on call.
• Babysitting.
• Valet service.
• Indoor car parking.
• Laundry service.
• Banquets and meeting space.
• DVD/ FAX machine / Laptop on request.
• Secretarial service on request.
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5.1 VIVANTA BY TAJ PRESIDENT
The Indian Hotels Company (IHC) is the parent company of Taj Hotels Resorts and Palaces.
It was founded by Jamshetji N. Tata on December16, 1903.
Currently the Taj Hotels Resorts and Palaces comprises 76 hotels, 7 palaces at 52 locations in
12 countries and employ over 13000 people. Additional 18 hotels are also being operated
around the globe. During fiscal year 2010, the total number of hotels owned or managed by
the Company was 76.
The Taj hotels are categorized as luxury, leisure and business hotels.
❖ The Taj Luxury Hotels offer finest standard of hospitality and service. They offer a
wide range of luxurious suites with modern fitness centers, rejuvenating spas, and
well-equipped banquet and meeting facilities. Taj Palace, Taj Mahal, Taj Bengal, Taj
West End are Taj luxury hotels.
❖ The Taj Leisure Hotels are located at beach resorts, palaces, pilgrim centers etc. The
Taj Leisure Hotels offer a complete holiday package that can be enjoyed with the
whole family. It provides exciting activities ranging from sports, culture,
environment, adventure, music, and entertainment. Taj Beach Resort, Taj Cultural
Center, Taj Garden Retreats are Taj leisure hotels.
❖ The Taj Business Hotels offer multi-cuisine restaurants and best business facilities.
They provide the finest standards of hospitality, which helps the business trips to be
productive. They offer well-appointed rooms, telecommunication facilities, efficient
service, specialty restaurants and lively bars, well-equipped business centers, and
other conference facilities. Taj President, Taj Presidency, Taj Connemara, Taj Blue
Diamond are Taj Business Hotels.
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Vivanta by Taj is located at South Mumbai’s main business district. All rooms are chic and
modern with silk fabrics and original artwork. The hotel has the most happening restaurants
which provides the best in world cuisine.
Vivanta By Taj, is an Indian Hotels chain established in September 2010. It is a part of The
Indian Hotels Company Limited, a subsidiary of the TATA Group.
The brand Vivanta was born as a part of Taj Hotels Resorts and Palaces' (also known as The
Indian Hotels Company Limited) brand architecture exercise. It is categorized as the Taj
Business Hotel. With this the brand rolled over 19 of its hotels to the new brand. This brand
architecture exercise was a part of their previous launch of The Gateway hotels which is
marketed as an Upscale brand. Vivanta by Taj is marketed as an Upper Upscale Brand which
is flanked by the Taj in the top-end luxury department.
MARKETING MIX STRATEGIES
1 Product - Hotel stays innovative in the peripheral services.
Core Services
▪ Room
▪ Restaurant and Bar
▪ Meeting room
▪ Banquet facility
▪ Amenities
▪ Courier
▪ Child care, Laundry, Pet
▪ Taj Sats Air Catering Ltd.
▪ Wi-Fi Access
▪ Express check -in and out
▪ Taj Air and Taj Yachts
▪ Babysitting
▪ Wake-up call
▪ Barber shop, Boutiques, Florist
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▪ Currency exchange
▪ In room telephone service
▪ Front desk 24 – hour
▪ Gift shop
2 Price- The diverse nature and character of dishes, involvement of cost and
spending power of customers.
Single room (Rs) Double Room Luxury Room (%)

(Rs)
Superior Charm 18500 19500 10
Deluxe Delight 20000 21000 10
Deluxe Allure 32000 32000 10

Suite
Premium 35000 35000 10

Temptation Suite
Taj hotel has set its price of the room on the basis of Business, Leisure and Luxury class.
3 Promotion- Advertisement, publicity, sales promotion, personal selling, word-of-

mouth promotion and telemarketing are the components of a hotel’s marketing
strategy.
Promotional schemes are carried on regularly the hotel has many loyalty
programs, clubs, membership, privilege etc. Taj also offer Taj surprises including
weekend savers, value vouchers, book early get more.
4 Place- Location of the hotel is the most important business decision for the hotel.
Bask in pure indulgence as you live in a luxurious retreat close to South
Mumbai’s busiest business district. Located at the plush Cuff Parade, Vivanta By
Taj President has the best entertainment options and connectivity. A great
business destination, leisure travelers can visit the Gateway of India( Approx
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2km), Nehru Planetarium (Approx 10km), National Gallery of Modern Art

(Approx 2km) that are in close vicinity of the hotel.
Distance from international Airport- Apporx 31km
Distance from Domestic Airport- Approx 20km
Distance from CST Railway Station- Approx 5km
Distance from Mumbai Central Railway Station- Approx 8km
5 People- The hotel management should train its people regularly, especially the
front-line professionals.
▪ Skilled person
▪ Professional person
▪ Personal Agents
▪ Technological person
▪ Travel agents
6 Process- Major service encounter that extremely delighted or disappointed are:
▪ Check – in.
▪ Bell person carrying luggage to the room.
▪ Food.
▪ Wakeup call
▪ Check out.
7 Physical Evidence Lobby- It being the first & the last part of the hotel that the
guest sees, thus it should be well designed, also to ensure that the customer
returns again the room should be comfortable and should have made his stay
hassle free.
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5.2 GRAND HYATT
Hyatt Hotels Corporation is an American international company and operator of hotels. The
Hyatt Corporation came into being upon purchase of the Hyatt House, at Los Angeles
International Airport, by Jay Prtizker on September 27, 1957. The hotel was owned by Hyatt
van Dehn.
• In 1967, Hyatt opened up their first hotel in Atlanta, The Hyatt Regency. The hotel
was remarkably different in the respect that it had a large central atrium. This hotel
ushered in a new era in hotel design.
• Hyatt opened its first international hotel- Hyatt Regency, Hong Kong in 1969. Until
2004, Hyatt had two companies- However, after 2004, these companies merged to
form Hyatt Hotels Corporation, which looks after all the various Hyatt properties the
world over.
• By September 2012, Hyatt owned 488 properties worldwide. The Headquarters of
Hyatt are in Chicago.
• Currently, Mr. Mark S. Hoplamazian is the President and CEO of Global Hyatt
Corporation, while Mr. Thomas Pritzker is the Executive Chairman.
1- Product
• Rooms
• Restaurants
• Swimming pool
• Gym
• Tennis Court
• Jacuzzi
2- Price
• Room pricing changes on daily basis (No Tariff Card)
• Always keep keen look on competitors
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• Often, paying higher price makes a customer more satisfied. Price is often
considered a proxy for quality and vice-versa.
3- Promotion
• Hyatt Gold Passport Membership Programme has been an asset in aspects of
retaining customers
• New promotional offer: Book for 2 Room Nights and get 3rd Room Night free.
• Provide special rates including room charges, breakfast, internet.
4- Place
• Services are often chosen for their place utility. Closer to the customer means
higher probability of purchase.
• Most of the Hyatt hotels are located close to Airports.
5- People
• Intensive training for your human resources on how to handle customers and how
to deal with contingencies, is crucial for your success.
• They have well trained Professional employees.
6- Process
• Processes are important to deliver a quality service.
• Services being intangible, processes become all the more crucial to ensure
standards are met with.
• Hyatt provides specialized services.
7- Physical evidence
• Located in Major Cities around the Globe. (New York, Dubai, Mumbai, Delhi,
many more)
• Know Target Market.
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SATISFACTION
GRAND HYATT, MUMBAI
Grand Hyatt Mumbai – one of the best hotels in Mumbai is seamlessly connected to the
Mumbai airports. It is located just 10 minutes from the Domestic Airport and the Mumbai
International Airport (BOM) T2 terminal, providing convenient access within 30 minutes to
South Mumbai via the Bandra-Worli Sea Link. It is situated 5 minutes away from the
business hub of the city - Bandra Kurla complex (BKC). The various popular shopping
districts, malls and entertainment hubs in Mumbai such as Bandra, Lower Parel and Worli are
conveniently located from the hotel.
A contemporary lifestyle destination spread across 12 acres of greenery in the Santacruz/

Kalina area of Mumbai, the luxury Mumbai airport hotel offers guests an assortment of
luxury rooms and suites and contemporary serviced apartments to enjoy their stay in.
Grand Hyatt Mumbai also offers multiple dining options, extensive leisure facilities, meeting
rooms for business travellers and an international shopping plaza. Recognizing leisure and
relaxation as an integral part of the entire Grand Hyatt experience, the hotel presents a host of
rejuvenating and recreational facilities while Club Oasis Fitness Centre & Spa offers various
kinds of luxurious treatments. The 100 metre jogging track is a delight for fitness lovers.
Fine dining options are available at some of the best restaurants, bars and lounges in Mumbai
like China House - Restaurant & Lounge, the Italian restaurant Celini for home-style cooking
and Soma - the Indian restaurant serving tandoor-grilled specialties. Featuring interactive
kitchens, Fifty Five East offers Thai, Japanese, Lebanese, Western and Indian specialties over
breakfast, lunch and dinner or a very indulgent Sunday brunch. A truly gastronomic affair for
gourmands!
Grand Hyatt Mumbai is one of the best conference hotels in Mumbai for all types of Meetings
and Events that are conducted with unparalleled style, elegance and attention to detail. The
complex offers one of the largest fully-wired ballrooms; seven additional meeting rooms, board
rooms and a spacious pre-function area. The Events team is equipped to assist in customising and
supervising every event from start to finish with latest technologically advanced audio-visual,
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high-speed communications connections, MICE specific technological services and consistent

quality in food and beverage that is innovative, authentic and customised to guests’ requirements.
ROOMS
Grand Hyatt offers various kinds of rooms (5467 rooms) to its guests including Grand,
Executive, Diplomatic and Presidential Suites. The aesthetic yet rich interiors of the rooms
have a minimalist and relaxing aura. All rooms boast of elegant draperies and are equipped
with all modern comforts. They are equipped with 40-inch LCD TV, direct dialling,
cable/satellite connection, high-speed internet, mini bar and high-end bathroom toiletries.
AMENITIES
Hotel has Meeting Rooms, banquet, Spa conference room and Boardrooms with
accommodation up to 30 to 1300 guests, whirlpool baths, steam and sauna, swimming, beach
volleyball, basketball, tennis and a 100-metre jogging track, children's pool and salon.
LOCATION
Situated at the heart of the city, Grand Hyatt Mumbai is located at off the Western Express
Highway at Santacruz in Mumbai. Major business hubs like Bandra-Kurla Complex, National
Stock Exchange and American Consulate are proximate to the hotel. Nearby local tourists
spots like Band Stand (Approx. 8km), Mount Mary Church (Approx. 8km), Jogger's Park
(Approx. 8km), Juhu Beach, National Centre of Performing Arts are close to the hotel.
Distance from International Airport: Approx.9km
Distance from Domestic Airport: Approx.4km
Distance from CST Railway Station: Approx. 17km
Distance from Mumbai Central Railway Station: Approx.
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5.3 ITC GRAND CENTRAL
ITC Limited or ITC is an Indian conglomerate headquartered in Kolkata, West Bengal. Its
diversified business includes five segments: Fast Moving Consumer Goods (FMCG), Hotels,
Paperboards & Packaging, Agri Business & Information Technology.
Established in 1910 as the Imperial Tobacco Company of India Limited, the company was
renamed as the Indian Tobacco Company Limited in 1970 and further to I.T.C. Limited in
1974. The periods in the name were removed in September 2001 for the company to be
renamed as ITC Ltd. The company completed 100 years in 2010 and as of 2012-13, had an
annual turnover of US$8.31 billion and a market capitalisation of US$45 billion. It employs
over 25,000 people at more than 60 locations across India and is part of Forbes 2000 list.
HISTORY
ITC was formed on 24 August 1910 under the name of Imperial Tobacco Company of India
Limited, and the company went public on 27 October 1954. The earlier decades of the
company's activities centre mainly around tobacco products. In the 1970s, it diversified into
non-tobacco businesses.
In 1975, the company acquired a hotel in Chennai, which was renamed the 'ITC-
Welcomgroup Hotel Chola' (now renamed to MyFortune, Chennai).
ITC HOTELS
ITC Hotels is India's second largest hotel chain with over 100 hotels. Based in the Hotels
Division Headquarters at the ITC Green Centre in Gurgaon, New Delhi, ITC Hotels is also
the exclusive franchisee of The Luxury Collection brand of Starwood Hotels and Resorts in
India. It is part of the ITC Limited (formerly India Tobacco Company) group of companies.
ITC Hotels is regularly voted amongst the best employers in Asia in the hospitality sector.
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ITC Limited entered the hotel business on 18 October 1975 with the opening of a hotel in
Chennai, which was renamed Hotel Chola. In 2006, ITC hotels owned and operated 100
hotels in 75 locations. ITC Hotels have a reputation of playing host to visiting royalty and
world leaders time and again.
ITC Restaurants Bukhara, Peshawari, Dakshin, DumPukht and Kebabs & Kurries are well
known cuisine brands today. They market a line of food products, Kitchens of India.
ITC Hotels has one of the most extensive art collections in India. A museum of their
collection is being planned in Kolkata. ITC Grand Bharat is their latest hotel established in
Manesar, Gurgaon.
The group today operates under several distinct brands:

• Luxury Collection Hotels - ITC Hotels has an exclusive tie-up with Starwood Hotels &
Resorts in bringing its premium brand, the 'Luxury Collection', to India. ITC Hotels -
Luxury Collection are super deluxe and premium hotels located at strategic business and
leisure locations. The eleven hotels which are part of this collection are: ITC Grand
Chola in Chennai, ITC Maurya in Delhi, ITC Maratha in Mumbai, ITC Sonar in Kolkata,
ITC Grand Central in Mumbai, ITC Windsor & ITC Gardenia in Bengaluru, ITC
Kakatiya in Hyderabad and ITC Mughal in Agra, ITC Rajputana in Jaipur, and ITC
Grand Bharat in Gurgaon (Now Open).
• WelcomHotels- WelcomHotels offer five-star hospitality for the discerning business and
leisure traveller. Currently there are eight hotels under this brand namely, WelcomHotel
Dwarka - New Delhi, WelcomHotel Raviz - Ashtamudi - Kollam, WelcomHotel Raviz -
Kadavu - Kozhikode, WelcomHotel Bella Vista - Panchkula-Chandigarh, WelcomHotel
Jodhpur - Jodhpur, WelcomHotel Rama International - Aurangabad, WelcomHotel Vadodara
- Vadodara, and WelcomHotel Grand Bay - Vishakhapatnam. One WelcomHotel Sheraton -
Sheraton New Delhi Hotel - offer warm, comforting services to the global traveller and a
chance to connect.
• Fortune Hotels (has 54 hotels with 4,446 rooms in 41 cities across India)- Fortune
Hotels operates mid-market to upscale properties in the first-class, full-service business
hotel segment all over India, in major metros, mini metros, state capitals and business
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SATISFACTION
towns, promising business and leisure travellers a wide choice of destinations and
accommodation.
• WelcomHeritage - WelcomHeritage brings together a chain of palaces, forts, havelis and

resorts that offer a unique experience. WelcomHeritage endeavours to preserve ancient
royal homes and the historical Indian grandeur and opulence for the future Indian
generations. It provides a fine range of hotel services inside these architectural legacies
present across India.
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SATISFACTION
ITC GRAND CENTRAL, MUMBAI

ITC Grand Central is rated among the finest five-star deluxe hotels in Mumbai. Inspired by
British Colonial architecture of old Bombay, this luxury hotel in Mumbai is located amidst
business & recreational centers in Parel. The colourful patchwork of the city’s cultures – its
colonial past, old english charm, modern present and warm Indian Hospitality – fill our hotel
with a fabled grandeur. This luxury hotel has 242 guest rooms including 19 suites, non-
smoking floors & for single lady travellers Eva floors with sophisticated security and
building management system
REASONS FOR SUCCESS
• Development of infrastructure by the Government

• India’s emergence as an outsourcing hub.
• Success of ‘Incredible India’ campaign and other tourism promotion measures.
• India’s growing recognition as an exciting place to visit has helped boost its image as
a leisure destination.
LOCATION
ITC Grand Central is located in Parel, in a very close proximity to Central and South
Mumbai. Mahalxmi Temple (Approx 7km), Siddhi Vinayak Temple (Approx 6km), Nehru
Planetarium (Approx 6km) and Haji Ali Dargah (Approx 7km) are other nearby points of
interest. Apart from these, the travellers can also visit Sewri Fort, High Street Phoenix Mall
and Jijamata Udyaan.
Distance from Mumbai Airport- Approx 19km Distance from
Mumbai Railway Station- Approx 18km
1- Products (services)
• Room bookings – Eva, business, executives, disabled

• Butler service
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SATISFACTION
• Wi-Fi internet
• SPA & Swimming pool
• Meeting rooms/ Conference rooms/ Board rooms
• Restaurants & Bars
• Meetings and Events/ Luxury events
2- Price
• The prices are being charged according to facilities.

• Pricing is the only mix which generates a turnover for the organization.
3- Promotion
• Promotion through FMCG good.
• Internet
• Customers
• Travel assistants
• Hotel directories
4- Place
• Strategic Locations
• Business hubs
• Tourist places
• Heritage areas
5- People
• Receptionists
• Laundry servicemen
• Managers
• Cleaners
• Chefs
• Waiter.
6- Process
• Guest booking
• Check in
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SATISFACTION
• Stay in hotel and consume services

• Payment
• Check out
• Hotel lobby
• Phone
• music
• Restaurant
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SATISFACTION
5.4 TRIDENT
Trident Hotels are five-star hotels owned and managed by The Oberoi Group. Presently there
are nine Trident hotels in India. These are located in Mumbai, Gurgaon, Chennai, Hyderabad,
Bhubaneswar, Cochin, Agra, Jaipur and Udaipur.
Trident Hotels have been rated the best first-class hotel brand in India for four consecutive
years at the Galileo-Express Travel World Awards. Trident, Gurgaon was voted India’s
leading business hotel at the World Travel Awards in 2005 and 2006. The hotel was also
rated Asia’s leading meetings hotel and India’s leading hotel at the same awards in 2007 and
2008.
Trident group is an Indian business conglomerate with its headquarter in Ludhiana, Punjab.
The company is headed by Mr. Rajinder Gupta.
▪ It is one of the largest yarn spinners in India.

▪ World’s one of largest terry towel manufacturer.
▪ World’s largest wheat straw based paper manufacturer.
▪ The group has its customer base in more than 75 countries across 6 continents.
The group operates in five major business segments:

• Yarn
• Terry towel
• Chemical
• Paper
• Captive power
EMPLOYEES’ WELFARE
The Company is building internal competencies, continuous investment in people and
infrastructure. Trident group is committed to respect the rights of its employees and aim to
promote human rights within its sphere of influence.
• Transparent working environment.
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SATISFACTION
• Social security and other medical coverage.

• Training programs from renowned faculties
• Endeavours to be great place to perform.
• Celebration of festivals in the organization.
• Girl’s hostel to accommodate female operatives.
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SATISFACTION
TRIDENT (BANDRA KURLA COMPLEX), MUMBAI
The Trident Bandra Kurla is a renowned business and leisure accommodation option for
travellers. It has been rated the 2nd 'Favourite New Hotel in India', one of the 50 Best New
Hotels in the World, and has also been featured on the Cond Nast Travellers "Hot List".
The hotel's well-lit lobby characterised by its high ceiling, highlighted with the signature
bronze sculptures and a dazzling chandelier, defines the chic vibe of the hotel. The 412 guest
rooms and 24 suites are designed with amenities suited for the contemporary business
traveller. High-speed Internet access, a docking station for all your gadgets and well-
appointed writing desks are just some of the details designed to make our rooms cutting-edge
and your stay convenient and comfortable.
Be spoilt for choice while dining at Trident, Bandra Kurla with a wide range of cuisines on
offer. From Italian to Japanese, Indian to Continental, the hotel's three award winning
restaurants serve the very best of international flavours. The hotel also features a lounge bar,
a wine library and the most popular patisserie in the city. Our extensive banqueting and
business facilities are ideal for your meetings while our spa and fitness centre offer the
perfect balance between business and pleasure.
Step out to soak in the eclectic vibe of the city. From a shopping spree to visiting the iconic
landmarks, to the city's pulsating nightlife, our concierge team will be delighted to help you
get acquainted with India's Maximum City.
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SATISFACTION
ROOMS
Trident (BKC) has 11 floors. Accommodation at the Trident Bandra Kurla is available in 436
well-appointed rooms that are divided into Deluxe Rooms, Premier Rooms, Trident Club
Rooms, Deluxe Suites, Trident Club Suites, Premier Suites and Presidential Suites. Each
room comes with centralised air-conditioning, personal bar, tea/coffee maker, electronic
blinds and self-lit shaving mirrors. The dual line telephones and Internet access are also
provided.
The board room, 24-hour business centre, banquet facilities for up to 400 people and a
reference library are sure to regale any business traveller. This hotel houses O22, a restaurant
coined after Mumbai's STD code that serves Western and Asian dishes.
LOCATION
Situated inside the prestigious Bandra Kurla Complex, the Trident Bandra Kurla is
strategically located close to prime business, commercial and entertainment establishments in
the town as well as the suburbs of Mumbai. Popular spots of tourists’ interest near the hotel
include Bandstand (Approx. 7km), Juhu Beach (Approx. 8km) and Iskcon Temple (Approx.
9km).
International Airport- Approx. 10km
Domestic Airport- Approx. 8km
Mumbai CST Railway Station- Approx. 17km
Mumbai Central Railway Station- Approx. 17km
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SATISFACTION
• 24 hours concierge services
• Wired and wireless internet access
• Meeting and banquet rooms
• Travel desk and cars on rent
• Beauty salon and barber shop
• Laundry and valet services
• Rooms for guests with special needs
• Hotel boutique and gift shop
• Currency exchange
• Doctor on call
• Babysitter on call
• Travel guides
• SPA & Swimming pool
• Restaurants & Bars
2- Price
• The charges vary.
3- Promotion
• Internet
• Media reports and media releases
• Customers
• Social service projects
• Travel assistant
4- Place
• Metropolitan cities
• Business hubs
• Tourist places
• Heritage areas
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SATISFACTION
5- People
• Receptionists
• Bell boys
• Laundry servicemen
• Butlers
• Room service
• Managers
• Cleaners
• Chefs
• Waiters
6- Process
• Check – in.
• Bell person carrying luggage to the room.
• Food.
• Wakeup call
• Check out.
• Hotel lobby
• Phone
• music
• Restaurant
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SATISFACTION
5.5 J W MARRIOTT
Marriott Hotels & Resorts is Marriott International's flagship brand of full-service hotels and
resorts. John Willard Marriott is the Founder, Chairman and CEO of Marriott International.
The company, based in Washington D.C., is repeatedly included on the Forbes Best
Companies to Work for list, and was voted the fourth best company to work for in the UK by
The Times in 2009.
It competes with brands such as Westin by Starwood, and Conrad by Hilton as well as, to an
increasing degree, luxury brands such as Four Seasons, Park Hyatt and Ritz-Carlton (also
owned by Marriott International).
As of September 2013, there were 505 hotels and resorts operating under the brand. The
loyalty program is called Marriott Rewards.
The Marriott chain began with two motels in the 1950s. The first opened as a Quality Inn airport
motel near Washington D.C. and another motel nearby, the Twin Bridges, a few years later. With
the opening of the second motel, Marriott was born as a brand name. The Twin Bridges motel is
still operating, but as a full-service hotel. The Twin Bridges property was demolished in 1990,
but the Key Bridge property still operates.
In 1967, Marriott opened its first resort hotel, Camelback Inn, in Arizona, USA. Marriott
Hotels & Resorts expanded outside of the United States for the first time in 1969 with the
opening of the Marriott in Acapulco, Mexico. In these first several decades, Marriott
International owned and managed many of the hotels within its portfolio. In 1993, the
company decided to spin off the real estate ownership operations as a new company, Host
Marriott, while retaining hotel management services under the Marriott International
company name.
By 1999, there were over 360 Marriott Hotels & Resorts in 47 countries, and in 2012
Marriott Hotels & Resorts celebrated the opening of the 500th Marriott Hotels & Resorts
property, the Pune Marriott Hotel & Convention Centre, in Pune, India.
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SATISFACTION
J. W. MARRIOTT, MUMBAI
The JW Marriott Hotel Mumbai Juhu is the flagship hotel of the Marriott Group in Mumbai,
India. Founded by JW Marriott Jr. and co-owned by Raheja Hospitality. The J W Marriott
Hotel is located in the Juhu area of Mumbai, overseeing the Juhu Beach.
JW Marriott, Mumbai was the first JW Marriott brand in India. It also offers wedding
services. The hotel has spas, fine restaurants for dining, halls for weddings and celebrations,
fitness gyms and rooms.
It also houses a nightclub called Enigma that was popular with Bollywood actors and
actresses. JW Marriott Mumbai also houses Quan Spa, the flagship spa brand of Marriott.
LOCATION
This hotel has great ocean view suites and rooms. It is located on the Juhu beach, situated in
close proximity to the Airport, Versova Beach (Approx 5km) and Prince of Wales Museum.
Other points of interest may incluse Elephanta Caves, Gateway of India (Approx 27km),
Queen’s Necklace, Siddhivinayak Temple (Approx 15km) and Haji Ali Mosque (Approx
15m).
Distance form Mumbai Airport- Approx 9km Distance

from Mumbai Railway Station- Approx 5km
ROOMS AND SERVIES

The Deluxe Rooms, Deluxe Ocean View rooms, Executive Ocean View Rooms, Premier
Club Rooms, and Studio Rooms are some of the rooms available at the JW Marriott.
The Executive Juhu Beach Suite, The Grand Ocean Suite, The Royal Lotus Suite and The
Presidential Suite are some of the suites available at the JW Marriott
PRIVILEGES
Marriott Rewards members enjoy exclusive privileges every time they stay at Marriott brand
hotels. The member exclusive specials inclusive rate discounts, sweepstakes and offers from
Marriott’s travel partner. The members can earn and use points in many different ways- hotel
stays, cruises, theme park passes, packages.
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SATISFACTION
AREAS OF IMPROVEMENT
Marriott provides all kinds of services except:
• A transportation company to transport guests from hotel to airport

• Agreement with tourism agencies, training schools, wedding organizer to gain more
guests
RECOMMENDATIONS
• Increase parking space

• Illuminate the road passing from in front of Marriott
• Valet parking should be made separate, as this is paid for
• The entrance should be made attractive and more prominent
• Indoor recreational facilities like billiard, card room etc. should be introduced
• Social events, weddings, fund raising parties, sports groups, anniversaries

• Technology support, meetings, conferencing, small to grand scale conferencing
centres.
• Event planners are available that will help plan the special occasion
• Fitness Centre possesses cardiovascular equipment, free weights and a vibro gym
• Jacuzzi, Steam and Sauna facilities.
• Family and children's activities- children's pool, in-house movies, kids’ Sunday
brunches
• Wi-Fi internet
• Babysitting
• wake-up call
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SATISFACTION
2- Price
• The charges vary.
3- Promotion
• Media reports and media releases
• Internet
• Customers
• Social service projects
• Travel assistants
4- Place
• Metropolitan cities
• Business hubs
• Tourist places
• Heritage areas
5- People
• Skilled person
• Professional person
• Personal Agents
• Technological person
• Travel agents
6- Process
• Guest booking
• Check in
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SATISFACTION
• Stay in hotel
• Consuming services
• Payment
• Check out
• Hotel lobby
• Phone
• music
• Restaurant
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SATISFACTION
5.6 OBEROI
The Oberoi Group is a global hotel company with its head office in Delhi. Oberoi Hotels and
Resorts are synonymous the world over for providing the right blend of services, luxury and
quiet efficiency. Oberoi Hotels and Resorts have received innumerable awards and accolades.
A distinctive feature of the Group’s hotels is their highly motivated and well trained staff
who provides exceptionally attentive, personalized and warm service. The Group’s luxury
hotels have established a reputation for redefining the paradigm of luxury and excellence in
service amongst hotels around the world. The Oberoi Group has been acknowledged as one
of the best hotels groups in the world.
The foundations of the Oberoi Group dates back to 1934 when Rai Bahadur Mohan Singh
Oberoi, the founder Chairman of the group bought from an Englishman; two properties - The
Clarke's in Delhi and The Clarke's in Shimla.
Mr. P.R.S. Oberoi is the chairman and Chief Executive Officer of EIH Limited, the flagship
company of The Oberoi Group. He is also the Chairman of Oberoi Hotels Private Limited.
Mr. Oberoi is the son of late Rai Bahadur M.S. Oberoi, the founder of the Oberoi Group.
Today, P.R.S.Oberoi is the Chairman of The Oberoi Group and his son, Vikram Oberoi and
his nephew, Arjun Oberoi serve in the capacities of Joint Managing Directors at EIH Ltd and
EIH Associated Hotels, the two major holding companies of The Oberoi Group. The group
also manages hotels under the Trident brand, and operates properties in India and Saudi
Arabia.
54
SATISFACTION
OBEROI CENTRE OF LEARNING AND DEVELOPMENT
The Oberoi Centre of Learning and Development (OCLD) was established in 1966. Today,
management training programmes at OCLD are considered among the best in Asia and a
benchmark for international excellence within the hotel industry. OCLD is based at Maidens
Hotel, Delhi.
OCLD programmes commence in July each year with the selection process beginning in
September of the previous year. Students between 19 and 25 years of age who have successfully
completed, or are completing a university or college degree in any subject including Hotel
Management and wish to join The Oberoi Group as an Executive in Hotel Operations, join The
Oberoi Centre of Learning and Development.
OCLD Training operations executives go through two-year postgraduate diplomas in-
• Guest service management

• Housekeeping management
• Kitchen management
55
SATISFACTION
THE OBEROI MUMBAI

• Located in the city's prime business and shopping district of Nariman Point, The Oberoi,
Mumbai has been completely redesigned to be the ultimate destination for contemporary
style and luxury in the city. Overlooking the Arabian Sea, the hotel welcomes you with
space and serenity. Luxuriously appointed guestrooms have been meticulously planned
with a host of innovative features using the latest technology.
• The Oberoi, Mumbai is located on Marine Drive, the famed boulevard along the coast
in South Mumbai. An hour's drive from the airport and only minutes away from the
business, financial and entertainment districts, the hotel is also well located to visit the
city's tourist attractions.
• An ideal location for business meetings and conferences in Mumbai, venues range
from private meeting rooms at the 24-hours Business Centre to the conference rooms
on the top floor of the hotel offering sweeping views of the Arabian Sea.
• The hotel has ensured that the guests experience superior comfort and convenience at
The Oberois. The hotels 24-hour, state-of-the-art business centre is designed keeping
in mind the business travellers’ needs. For dining pleasure, The Oberoi offers multiple
choices like Fenix, Vetro, Ziya, The Eau Bar, The Champagne Lounge and The
Oberoi Patisserie and Delicatessen.
ROOMS
• The hotel has well-appointed rooms, latest technology and courteous staff ensure a
pleasurable stay at the hotel.
• It provides a range of options like Deluxe Room, Luxury Room, Premier Ocean View
Room, Oberoi Executive Suite, Oberoi Executive Suite-Ocean View, Deluxe Suite,
Premier Suite and Presidential Suite.
56
SATISFACTION
FOOD AND DRINK
• The hotel offers a rich variety of dining experiences ranging from an all-day
dining restaurant serving global cuisine, to an Italian Restaurant and a signature
Indian restaurant under the direction of a Michelin starred chef.
• Vetro- The Italian speciality restaurant serves excellent food and also features a
wine-tasting table for guests to choose their favourite wine.
• Kandahar- look out at the Arabian Sea, lulled by soft Indian classical music
pampered by traditional Indian hospitality.
• Bayview Bar- Enjoy great spirits in the chilled out atmosphere of the bar.
• The Tea Lounge- The coffee shop offers great beverages and snacks and makes
for great rendezvous.
• Gourmet Shop and Snack Bar- this eatery dishes out fresh, hot bakes, imported
cheese and fine meats.
LOCATION
• The Oberoi Hotel is located in the city’s prime business and shopping district of
Nariman Point. Marine Drive (Approx 0.5km), Gateway of India (Approx. 2km),
Taraporewala Aquarium (Approx. 4km) are extremely close to the hotel. Guests
can also visit Haji Ali, Jehangir Art Gallery and Sidhivinayak Temple.
• Distance from International Airport- Approx. 29km

• Distance from Domestic Airport- Approx. 24km
• Distance from CST Railway Station- Approx. 5km
• Distance from Mumbai Central Railway Station- Approx 7km
57
SATISFACTION
MARKETING MIX
• Products (services)
o Outdoor heated swimming pool
o 24 hours fitness centre
o 24 hours full service Oberoi Spa
o 24 hours personal butler service
o Beauty parlour
o Baby sitting
o Pick and drop services for lady travellers and valet.
o 24 hours in room dining
o Wireless internet access
o Electronic safe in rooms
o Meeting rooms/ Conference rooms/ Board rooms
o Banquet facility
o In room telephone service
• Price
o The prices are being charged according to facilities.
o The charges vary.
o Pricing is the only mix which generates a turnover for the organization.
• Promotion
o Internet
o Media reports and media releases
o Customer
o Social service projects
o Travel assistants
o Hotel directories
• Place
58
SATISFACTION
o Strategic Locations
o Metropolitan cities
o Business hubs
o Tourist places
o Heritage area
• People
o Receptionists
o Bell boys
o Laundry servicemen
o Butlers
o Room service
o Managers
o Cleaners
o Chefs
o Waiters
• Process
o Check – in.
o Bell person carrying luggage to the room.
o Food.
o Wake up call
o Check out.
• Physical evidence
o Hotel lobby
o Phone
o Music
o Restaurant
59
SATISFACTION
6 CHALLENGES OF HOTEL INDUSTRY
1. Shortage of skilled employees- One of the greatest challenges plaguing the

hospitality industry is the unavailability of quality workforce in different skill levels.
The hospitality industry has failed to retain good professional.
2. Retaining quality workforce- Retention of the workforce through training and

development in the hotel industry is a problem and attrition levels are too high. One of
the reasons for this is unattractive wage packages. Though there is boom in the service
sector, most of the hotel management graduates are joining.
3. Shortage of rooms- The hotel industry is facing heavy shortage of rooms. It is estimated
that the current requirement is of 150,000 rooms. Though the new investment plan would
add 53,000 rooms by 2011, the shortage will still persist.
4. Intense competition- The industry is witnessing heightened competition with the

arrival of new players, new products and new systems. The competition from
neighbouring countries and negative perceptions about Indian tourism products
constrains the growth of tourism.
5. Customer expectations- As India is emerging as a destination on the global travel

map, expectations of customers are rising. The companies have to focus on customer
loyalty and repeat purchase.
6. Manual back-end- Though most reputed chains have IT enabled systems for property
management, reservations, etc., almost all the data which actually make the company
work are filled in manual logbooks or are simply not tracked.
7. Human resource development- Some of the services required in the tourism and hotel
industries are highly personalized, and no amount of automation can substitute for
personal service providers.
60
SATISFACTION
7 SWOT ANALYSIS
Hotels are one of the most important services which directly affect the arrival of tourists to a
particular country. Obviously, it would not be possible for tourists to stay in a place if there
are not enough hotel rooms available. Therefore, the hotel industry plays a significant role
when it comes to tourism as it is a support service which will affect the number of tourists
visiting a particular place.
SWOT analysis of hotel industry in this regard can provide a thorough insight to whether or
not the industry is contributing towards the achievement of its goals.
STRENGTHS
There are more than 1000 classified hotels with a room availability of around 97,000 rooms
which can easily cope with the demand of tourists. Furthermore, there are also a number of
international names in the market which meet the needs of international tourists on their visit
to India. In addition, there are many tourist attractions and the cost of labor is low in
comparison with the rest of the world, thus, providing better margins for hotel owners and
higher growth potential in the industry.
WEAKNESSES
One major restraint to the hotel industry of India is the cost of land, which is as high as 50%
of the total project cost, against a low 15% abroad. The country also has a higher tax structure
as compared to other countries which inflates the hotel expense a great deal. Furthermore, the
services offered by some hotels are limited and not comparable to world standards.
61
SATISFACTION
OPPORTUNITIES
The country boasts a number of attractions and has unmatchable diverse topography making
it an ideal destination for tourists. As a result, the number of inbound tourists is expected to
increase at a quick rate, further pushing the demand for hotels. Additionally, the demand for
both national and inbound tourists can easily be managed as the peak season. For
international tourists, arrival is between September and March, while most national tourists
prefer to wait until school holidays, which are during the summer months.
THREATS
Several hotels in India are being replaced by guesthouses, thus, adversely affecting the hotel industry.
Political unrest in the country also plays its part in reducing tourist traffic and consequently affects
business of the hospitality industry. The country’s economic condition has a direct impact on the
earnings of hotels. As a result, the staff might not be trained well enough to meet international
standards.
62
STUDY ON LUXURY HOTELS IN MUMBAI WITH RESPECT TO CUSTOMER SATISFACTION
8 DATA ANALYSIS AND INTERPRETATION
1- How do you rate the catering of the 5 star hotels in Mumbai?
FEEDBACK PERCENTAGE
Very Good 52%
Good 29%
Average 19%
Average
19%
Very Good
52%
Good
29%
Very Good Good Average
INTERPRETATION:
52% of the respondents feel that the catering of the hotels is excellent, 29% of them are
satisfied whereas 19% feel that it is neither good nor bad.
About half the customers are more than satisfied with the catering of the five-star hotels in
Mumbai. This shows its efficiency.
63
SATISFACTION
2- How do you rate the safety facilities in the five-star hotels in Mumbai?
FEEDBACK PERCENTAGE
Very Good 48%
Good 48%
Average 4%
Frequency (%)
60
48 48
50
40
30
20
10
4
0
Very good Good Average
INTERPRETATION:
48% of the respondents feel that the security facilities of the hotels are excellent, other
48% of them are satisfied whereas the rest 4% feel that it is neither good nor bad.
This indicates that there is still room for improvement in the safety facilities, especially in a
city like Mumbai.
64
SATISFACTION
3- How do you rate the services of the five-star hotels in Mumbai?
FEEDBACK PERCENTAGE
Very Good 38%
Good 57%
Average 5%
FREQUENCY (%)
57
38
INTERPRETATION:
38% of the respondents feel that the services of the hotels in Mumbai are excellent,
57% of them are satisfied whereas 5% feel that it is neither good nor bad.
This outcome is acceptable, but the hotels need to strive for excellence.
65
SATISFACTION
4- How do you rate the staff of the five-star hotels in Mumbai?
FEEDBACK PERCENTAGE
Very Good 68%
Good 28%
Average 5%
5%
28%
Very Good
Good
Average
67%
INTERPRETATION:
68% of the respondents feel that the staff of the hotels in Mumbai is excellent, 28% of them
are satisfied whereas 5% feel that it is neither good nor bad.
Majority of the customers are happy with the staff of the hotels. This shows that the hotels
recruit only well-trained employees with good communication skills.
66
5- How do you rate the accessibility of reservation system of the five-star hotels in
Mumbai?
FEEDBACK PERCENTAGE
Very Good 14%
Good 48%
Average 38%
FREQUENCY (%)
50 48
45
40 38
35
30
25
20
14
15
10
5
0
INTERPRETATION:
14% of the respondents feel that the reservation system of the hotels in Mumbai are excellent,
The result in this department is quite unsatisfactory. There’s a need for improvement in the
reservation system for the hotel rooms which can be achieved by making the online portals
and other applications user friendly.
67
SATISFACTION
6- How do you rate the cleanliness and comfortability of the rooms in the five-star hotels in
Mumbai?
FEEDBACK PERCENTAGE
Very Good 62%
Good 29%
Average 9%
Frequency (%)
29
62
INTERPRETATION:
62% of the respondents feel that the cleanliness and comfortability of the hotels in Mumbai
are excellent, 29% of them are satisfied whereas 9% feel that it is neither good nor bad.
Cleanliness and comfortability of the hotels is one of the contributing aspects which make
Mumbai a preferred spot for international tourists.
68
7- How do you rate the ambience of the five-star hotels in Mumbai?
FEEDBACK PERCENTAGE
Very Good 57%
Good 38%
Average 5%
Frequency(%)
60 57
50
40 38
30
20
10
5
0
Very Good Good Average
INTERPRETATION:
57% of the respondents feel that the ambience of the hotels in Mumbai is excellent,
69
8- How do you rate the value for money in the five-star hotels in Mumbai?
FEEDBACK PERCENTAGE
Very Good 5%
Good 33%
Average 52%
Poor 10%
Frequency (%)
5
10
33
Very Good
Good
Average
Poor
52
INTERPRETATION:
5% of the respondents feel that the value for money in the hotels of Mumbai is excellent,
33% of them are satisfied, 52% feel that it is neither good nor bad and 10% feel that it is
poor.
This is a serious issue as a huge majority is dissatisfied. The hotels need to either reduce the
rates or increase and improve the services.
70
9- What do you like most about the five-star hotels in Mumbai?
CHOICE PERCENTAGE
Food 29%
Service 29%
Hygiene 38%
Location 4%
Frequency (%)
40 38
35
29 29
30
25
20
15
10
4
5
0
Food Service Hygiene Location
INTERPRETATION:
Majority of the customers like the hygiene of the hotels, followed by the food and services
provided by them. Location is an undermined factor.
71
10- Which five-star hotel would you like to stay in next?
CHOICE PERCENTAGE
Oberoi 24%
Vivanta by Taj President 19%
Trident 9%
ITC Grand Central 10%
Grand Hyatt 19%
J W Marriott 19%
Frequency (%)
19
24
Oberoi
Vivanta by Taj President
Trident
ITC Grand Central
19
Grand Hyatt
19 J W Marriott
10
INTERPRETATION:
This shows that Oberoi is the most preferred while Trident is the least
preferred hotel in Mumbai (from the given options).
72
SATISFACTION
9 RESULTS AND SUGGESTIONS
RESULTS
1. The hotel industry is in boom.

2. Vivanta by Taj President is the most preferred hotel.
3. Majority of the customers like the hygiene of the hotels, followed by the food and
services provided by them. Location is an undermined factor.
4. Most customers feel that hotels in Mumbai are overpriced.
5. Accessibility of the reservation system of the hotels is poor.
6. Most of the customers are happy with the staff and the cleanliness and comfortability of
the hotels.
7. The services, ambience and catering of the hotels is satisfactory.
8. The customer survey says that most of the customers are happy.
SUGGESTIONS
1. Prices should be rescheduled. Hotels need to either reduce the rates or increase and
improve the services.
2. The recruitment and training programs could be developed in the features of the
technical sophistication.
3. Improvement in the reservation system for the hotel rooms can be achieved by making
the online portals and other applications user friendly.
4. There is a room for improvement in services, ambience and catering.
5. Tour Packages can be introduced.
73
SATISFACTION
10 CASE STUDY
OBEROI HOTELS
Abstract:
Oberoi Hotels acquire a small Bangalore based chain of hotels. They plan to retain half of the
acquired hotels and rebrand them. Whereas rest half will be sold to increase liquidity and support
further expansion plans. The company is planning the transformation of the acquisition in budget
hotel segment where guests would stay for short duration. The hotels are situated in downtown
location which is frequented by transit guests and tourists who come to see popular destinations.
The organisation feels that re-deployment of existing Mumbai based employees to lead in
Bangalore would be an effective decision after they re-open. The Oberoi group envisions the
ownership of 150 more hotels in 5 years and 300 hotels in 10 years. If the Bangalore plan
succeeds, it will set a tone of further expansion across country and internationally as well. The
company never recruited anyone to work outside Mumbai and has trouble deciding the
compensation. As per information on Internet, they understand: existing salary of managers in
Mumbai is Rs 55000 + bonuses. Average salary of managers in Bangalore is Rs 60000 without
bonus. The directors want to hire internal Managers to operate in Bangalore and they should be
enticed to relocate to Bangalore.
Problem Identification:
A) The management wants to review weather,

I) Managers should be hired only locally?
II) Managers should be hired from all over India?
III) Managers team should be mix of local as well as non-locals?
B) How should the compensations be decided to lure the internal key staff to Bangalore hotel
operation?
C) How the training plans should be designed considering the hotel opens in one Month?
74
SATISFACTION
Boundaries:
1- The companies limited knowledge on recruitment and compensation design outside

Mumbai.
2- Preference of existing staff over local staff due to fear of unknown.
3- Very short duration to design a comprehensive training program as hotel opens in one
month.
Fast Facts:
1) It is mentioned in the case that company would prefer to station existing employees in the
Bangalore but that doesn’t mean they only want existing Mumbai based employees. It means
“Local staff can also be employed”
2) The case says that if the Bangalore plans are successful then company would follow the
same trend for future domestic and international expansions.
3) The internet information says average salary of Hotel Managers in Bangalore is Rs 60000
without scope for Bonus. Internet information is not a standard to be followed, it helps only
in decision making. That means the managers in Bangalore can be offered bonuses.
4) As we know, when a small hotel chain is acquired, there must be some staff working for it.
The same staff can be useful during recruitment process.
Possible solution:
1- Selection of staff – As we know there is a short period for hotel to be re-opened and
the HR team does not know recruitment outside Mumbai, the staff of acquired hotel
chain can be utilised. Doing so, will help us saving time in recruitment however the
management vision of relocating existing Mumbai based staff is also right. The
company is going through major change so we need someone having knowledge who
can act as a change agent. Besides the existing staff knows company inside out so
their contribution would be valuable. Hence there should a fine mix of local as well as
75
SATISFACTION
existing employees. The major key positions or managerial positions can be filled
with existing staff to reward their loyalty. However, a small percentage of local key
positions can also be accepted to coordinate with existing managers. The company
can retain all non-management positions available from the acquired chain of hotels
to save recruitment costs.
2- Compensation designing – As seen in fast facts, there is no restriction in offering

bonus so company can have a breakthrough idea of offering bonus in Bangalore
operations. This will hike the salary structure dramatically and motivate existing as
well as local employee to give maximum inputs. The only catch here is, the bonus
should not be offered as a fixed component in salary as it’s not wise to increase
overheads for a rising company. The same can be offered on target basis. Most hotels
have targets on the basis of occupancy ratios, i.e. a hotel needs to have a minimum
amount of occupancy (or sale of rooms) to achieve desired profit levels. For example,
a hotel having 100 rooms may decide to have Average Daily Rate (ADR) for each
room of Rs 10000 at 100% occupancy. That means hotel’s potential sale was 100 X
10000 = Rs 1000000. However if the occupancy forecast falls to 75% then the room
rate goes to , 1000000/75 = Rs 13333 In such a case, it’s a loss to the company as the
clients will prefer other hotels for best price. Hence if the staff could maintain
occupancy ratio to 100% or nearest possible to hundred they shall be given monthly
bonus.
We all know the numbers on the CTC (Cost To Company) but what they take home is vastly
different. This is mostly due to one single component- Taxes. Taxes are applicable on most
aspects of our salary. There are limited ways we can save on taxes by way of deductions-
Most used sections under the IT Act, 1961. But did you know we can save much more on
taxes by structuring our salary better?
Let us consider a few components which can be used to reduce the tax liability on our
salary income:
76
SATISFACTION
❖ Allowances/ Reimbursements- Allowances are normally paid irrespective

of the employee actually incurring them. These are fully taxable if no bills
are provided. However, if the expenses are incurred actually and bills
areprovided, they are not taxable up to a specified limit under each head.
❖ Conveyance: Conveyance, up to Rs.800 per month is allowed as deduction

without providing any bills.
❖ Medical Allowance: Bills have to be provided; up to Rs.15000 per annum is

allowed as deduction. This can be claimed for self, spouse, children,
parents and siblings who are dependent on the assesse.
❖ Leave and Travel Allowance: 2 trips in a block of 4 years is allowed and only
travel within India can be claimed as deduction. It can be claimed for self,
spouse, children, parents but only if the employee (assesse) is travelling along
with them. There is no maximum limit on this, but the unutilized amount will
be paid once the block is completed (after deducting taxes).
❖ Education Allowance: An amount of up to Rs.2400 per annum is tax-free.
Qualification Allowance: An amount of Rs.24000 per annum is tax-free.
Training Allowance: An amount of up to Rs.14000 per annum is tax-free if
the employee provides relevant bills.
❖ Telephone Allowance: An amount of Rs.12000 per annum is tax free if the
phone is used for official purposes and bills submitted.
❖ HRA: House Rent Allowance can be claimed if one lives in a rented
premises and the rent exceeds 10% of the salary. The actual HRA
exempted from tax is least of the following: The actual amount of HRA
received.
77
SATISFACTION
❖ 40% of salary. This increases to 50% if you are renting out the house
in Metropolitan City
❖ Rent paid minus 10% of salary (basic component + dearness
allowance)
❖ Salary for the purpose of HRA means: Basic + D.A (only if it is
forming part of salary for retirement benefits) + commission (if it’s a
fixed % of sales turnover).
3- Training – As the hotel is supposed to re-open in one month, there is short period to
experiment with Training design. The training can be carried at the property itself and
divided in 4 stages –
# Stage 1 (For 3 days) – Training about the Hotel culture.
In this, the relocated managers can be trainers as they know the company very well.
The training can have modules like history and information of the company, reporting
relations and key people, company expectations from the employees.
# Stage 2 (For 4 days) – Training about Bangalore Operations.

In this, the local managers can be trainers to give information about the city and local
market scene, ways to retain the clients of acquired hotel chain and overall operation
plan for the hotel.
#Stage 3 (For 3 days) – Team building activities.

Team building activities like games, simulations and employee excursions can be
organised so that the newly formed Team understands each other and gives full
output.
+Stage 4 (for 20 days) – Soft Opening.

In this stage, internal people like, owners, head office managers and trainers can come
to hotel as guests to see effectiveness of training and experience progress of the
development.
# denotes Off job training and + denotes On the job training
78
SATISFACTION
Advantages:
1. Acceptance of local managers and non-management staff will gain loyalty and
sympathy of the locals. Besides, it will cut down recruitment costs drastically.
2. Offering bonus to managers will not only boost their morale but also increase
productivity levels. Moreover, existing Mumbai based managers will readily
agree to relocate if a tax savvy handsome salary is being offered with preference
for promotion in future when expanding.
3. Employing both local managers and existing managers for training will reduce
training costs and also act as refreshers for managers before opening.
Disadvantages:
1. It may be difficult for the Oberoi to offer the standards for which they are known
for in budget segment as most people coming to the hotel will build high
expectation after seeing the brand name. The company will need to carefully
convey the message of budget hotels.
2. The existing managers who are transferred to Bangalore may find it difficult to
manage as the lifestyle, culture and climate differs in new locality.
3. Clash between local managers and transferred managers may happen if the
transferred managers don’t behave diplomatically.
Conclusion:
To conclude, we suggest that the right mix of employees should be considered during
recruitment. The pre-opening team can be trained carefully and given same
responsibilities and benefits so that everybody feels equal. Focus on showing a big
picture of career to existing employees to relocate. The relocated employees should be
supported initially after relocation until they are settled properly.
79
SATISFACTION
11 CONCLUSIONS
One of the adherent growing sectors of the economy of our time is the hotel industry. The
hotel industry alone is a multi-billion dollar and growing enterprise. The hotel industry is
diverse enough for people to work in different areas of interest and still work within the hotel
industry.
Five-star hotels provide modern precise services to their guests. The customers or guests are
always right. This principle influences the application of management principles in the hotel
industry and the hotel professionals realize the instrumentality of marketing principles of
managing the hotel industry.
The approach of total quality management is found to be getting an important function in the
marketing management of hotels. The emerging positive trend in the tourism industry
indicates that hotel industry is like a reservoir where the foreign exchange flows. Hotels need
to explore avenues for innovation so that a fair blending of core and peripheral service is
made possible. The leading hotel companies of the world have been intensifying research to
enrich their peripheral services with the motto of adding additional attractions to their service
mix.
The recruitment and training programs are required to be developed in the features of the
technical sophistication. The leading hotel companies have been found promoting an ongoing
training programme so that the personnel come to know about the use of sophisticated
communication technologies.
80
SATISFACTION
12 SAMPLE QUESTIONNAIRES
1) How do you rate the catering of the five-star hotels in Mumbai?
a) Very Good b) Good
c) Average d) Poor
2) How do you rate the safety facilities in the five-star hotels in Mumbai?
c) Average d) Poor
3) How do you rate the services of the five-star hotels in Mumbai?
a) Very Good b) Good c) Average d) Poor
4) How do you rate the staff of the five-star hotels in Mumbai?
c) Average d) Poor
5) How do you rate the accessibility of reservation system of the five-star hotels in Mumbai?
c) Average d) Poor
81
SATISFACTION
6) How do you rate the cleanliness and comfortability of the rooms in the five-star hotels in
Mumbai?
c) Average d) Poor
7) How do you rate the ambience of the five-star hotels in Mumbai?
c) Average d) Poor
8) How do you rate the value for money in the five-star hotels in Mumbai?
c) Average d) Poor
9) What do you like most about the five-star hotels in Mumbai?
a) Food b) Service
c) Hygiene d) Location
10) Which five-star hotel would you like to stay in next?
a) Oberoi b) Vivanta by Taj President
c) Trident (BKC) d) ITC Grand Central
e) Grand Hyatt f) J W Marriott
82
SATISFACTION
13 BIBLIOGRAPHY
1. Hotel Housekeeping: Operations and Management

2. Mumbai: The City of Dreams
3. www.scribd.com
4. www.wikipedia.org
5. www.business.mapsofindia.com
6. www.vivantabytaj.com
7. mumbai.grand.hyatt.com
8. www.itchotels.in
9. www.tridenthotels.com
10. www.oberoihotels.com
11. www.marriott.com
83

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STUDY ON LUXURY HOTELS IN MUMBAI WITH RESPECT TO CUSTOMER

STUDY ON LUXURY HOTELS IN MUMBAI WITH

FOR ACADEMIC YEAR 2017-2018

PREPARED AND SUBMITTED BY

MCOM PART-II (SEMESTER – IV)

G.N KHALSA COLLEGE

This is to certify that Ms./Mr. PRATIKSHA KUMARI of Masters of

(Management) Semester - III [2017-2018] has successfully completed the

on “STUDY ON LUXURY HOTELS IN MUMBAI WITH RESPECT TO

Project Guide Coordinator

Internal Examiner External Examiner

Principal College Seal

Nathalal Parekh Marg

I, the undersigned would hereby like to thank “University of Mumbai” for

Place: Mumbai (Student’s Name)

Sr. No TOPIC Page No.

OBJECTIVES OF THE PROJECT

2.1 INTRODUCTION TO THE HOTEL INDUSTRY

Hotels today are a “Home away from home”.

Hotels today are basically classified into the following categories:

1). Market segment:

2). PROPERTY TYPE

3). According to size:

• Small hotel – up to 150 rooms

• Medium hotels –150 to 299 rooms

• Large hotels – 299 to 600 rooms

• Extra-large hotels – above 600 rooms

Other classification can be based on:

Economy / Limited services hotel:

OWNERSHIP AND AFFILIATION:

• Elegant and comfortable surroundings

• Cleanness and sanitation

• Staff size and specialization

• Range and level of services

• Bars and Beverage services

• Spa and swimming pool facility

• Reservation and referral services.

Star category of hotels [India]

One star [*]

THREE STAR CATEGORIES:

FIVE-STAR DELUXE CATEGORIES:

CORE OPERATIONAL DEPARTMENT

The housekeeping Department is another important department in hospitality

3. Front Office Department

4. Food Production Department

Food production department handles with the preparation of food. Basically, it is

CORE FUNCTIONAL DEPARTMENTS

2 Safety and Security Department

3 Engineering and Maintenance Department

4 Finance, Accounting and Control Department

The relationship between housekeeping department and other departments

2.2 HOTEL INDUSTRY IN INDIA

INDIAN TOURISM INDUSTRY

Domestic and International Tourism

Usually, a distention is drawn between domestic or internal and foreign of international

Research is a procedure of logical and systematic application of the fundamentals of science

RESEARCH INSTRUMENT: The research instrument was a questionnaire formulated for

TYPES OF QUESTIONS: The second most important aspect in designing a questionnaire

The questionnaire consists of multiple-choice questions.