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Date of Submission: 10-10-2001

CONTENTS

EXECUTIVE SUMMARY

1. INTRODUCTION

2. GENERAL SCENARIO

3. COMPANY PROFILE

4. SCOPE F STUDY

5. METHODOLOGY

6. LIMITATINS F STUDY

7. OUTCOME

8. SUMMARY

9. RESEARCH METHODOLOGY

10. DATA ANALYSIS AND INTERPRETATION

11. COONCLUSION

12. RECMMENDATION

13. SUGGESTION

14. BIBLIOGRAPHY


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15. ANNEXURE

INTRODUCTION

Time lost is time gone, the lull before the storm is the time of

silence, yet business goes on. People change, situation change,

yet again companies the entity, lives on. Liberalization has

brought on way too many changes, slowly not it is increasing the

competition but because of various unavoidable reasons it is

affecting tourism and the business travelers extensively.

Growth in the last few years was expected to be stupendous for

the leisure market, FITs (Free Individual Traveler) as well as the

business traveler. Political inconsistency and the advent terrorism

in the country fore cast a shadow like a phantom on the business

of the Hotel industry bringing it t its present state of low market.Yet expectations run high, people dare to dream, tourism will

boost, foreign investors will again look to instead t India instead of

China as of now and hoteliering will flourish again, keeping this

hope in their heart many internationals chain of Hotels like Fur

Season, Marriots, Radisson, Hyatt, etc. have started construction

and investment in India.


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Due to the scenario the job of the sales and marketing become

worse as business being low, overall productivity being low,hence market share is low- to increase the market share would

mean to compromise on services as hotel would have too

compromise on its pricing and create a state of flux in the

market. Henceforth, the Sales Manager concentrates on value for

money for the guests and looks to offer him even more services

at the same amount of price to lure him from another hotel and

maintain his strong market share and create a niche for himself in

the market.

Enter the Radisson.

GENERAL SCENARIO

CARLSON HOSPITALITY WORLDWIDE


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Carlsons companies incorporation, is one of Americas largest

privately held corporations. A global leader in the travel,hospitality, and marketing industries, Carlson Companies is

the parent company of over 75 corporations. It generated

$13.4 billion in systematic revenues under Carlson brands in

1999 and $20 billion in 2000. Its four dynamic operating

groups, each single-mindedly focused on achieving market

leadership in its segment, are characterized by continuous

global expansion, leadership through technology, and

dedication to quality.

CARLSON HOSPITALITY WORLDWIDE

It is a major force in the hospitality industry. Its lodging

operations span 480 locations in 42 countries, including five

cruise ships that travel all seven continents. Its restaurant

operations include over 470 locations in 34 countries. Carlson

Hospitality Worldwide is a powerful family of brands includes the

following:

Regent International Hotels

Radisson Hotel Worldwide

Radisson Seven Seas Cruise

Country Inns and Suites by Carlson


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T.G.I Fridays

Fridays American Bar

Italiannis

Front-Row Sports Grill

RADISSON HOTELS WORLDWIDE

Recognized within the industry as one of the worlds leading

upscale hotel companies, Radisson is focusing its effort on a

unified goal of quality. The future of our brand depends on

building relationship with guest that would lead to brand

preference. We intend to put our commitment to guest

satisfaction on the line by implementing a 100% guest

satisfaction guarantee in 1998. We are focused now on the only

reason were in business: to take care of our guests. Radisson

operates, manages, and franchises deluxe plaza hotels, suite

hotels, hotels and resorts, flying its flag over 350 properties in 39

countries.

RADISSON HOTEL INDIA OPERATIONS

Radisson Hotel Worldwide have started operation in India. It has

already started operating in major cities such as New Delhi,

Calcutta, Ahmedabad and Chennai.


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RADISSON HOTEL DELHI

Located at stones throw from both, the International and National

Airport, and a mere 25 minutes from the city-center, the Radisson

Hotel Delhi is a part of a worldwide chain of over 350 hotels. An

elegant low rise building, sprawling over 5 acres of landscaped

gardens, it is designed to offer the most modern state-of-the-art

facilities to the business traveler.

MISSION STATEMENT

The Radisson Hotel Delhi will strive to be the first choice of the

business traveler to Delhi by providing our guests with efficient

service, warmth, friendliness and security at an attractive price.

We will achieve the above by teamwork, sound and ethical

management and business practices as a Yes I can! attitude

seeking in the process to consistently exceed guest expectations.

YES I CAN PRINCIPLES

Show a Yes I Can! Attitude

Take Personal Responsibility

Use Teamwork

ABCs OF TURNING PROOBLEM INTO OPPURTUNITIES


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Apologize for the problem.

Be understanding and listen to the customer.

Correct the problem quickly.

Discuss what the customers wants done.

Explain what actions you will take.

Follow through on the solution.


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A-Z OF THE RADISSON HOTEL NEW DELHI

ACCOMODATION

The hotel has a total of 256 guest rooms and suites on four floors.

The first floor is Plaza Floor while the second, third and fourth

floor have superior rooms.

CLASSIFICATION OF ROOMS

DELUXE SUITE 14

EXECUTIVE SUITE 14

PLAZA CLUB DOUBLE 44

BUSINESS CLASS DOUBLE 44

BUSINESS CLASS TWIN 14

SUPERIOR DOUBLE 82

SUPERIOR TWIN 43

PRESIDENTIAL SUITE 1

TOTAL ROOMS 256

The four different categories of accommodation will attract the

following benefits:


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SUPERIOR ROOMS

Complimentary airport-hotel transfers by car.

Complimentary fruit basket replenished daily.

Complimentary local calls.

Complementary incoming faxes.

No charge for international line access.

In room coffee/tea maker.

BUSINESS CLASS

Complementary airport-hotel-airport transfers by luxury car.

Complementary buffet breakfast in the coffee shop.

A box of cookies as a turn down amenity.

Complementary fruit basket replenished daily.

Complementary local calls.




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PLAZA CLUB

Complementary airport-hotel-airport transfers by limousine.

Complementary American breakfast in the Executive Plaza

Club Lounge.

Happy hour in the Plaza Club Lounge.

Complimentary tea/coffee and use of the lunge throughout

the day.

A box of cookies as a turn down amenity.

Complimentary ironing of one suit/dress per stay.

Complimentary photocopying in the Plaza Club Library.

In room fax machine on request.

a goodnight tray consisting of Hot Chocolate with a box of

cookies.

Complimentary meeting room for two hours per day.





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SUITES

Complementary airport-hotel-airport transfers by limousine.

Complementary American breakfast in the Executive Plaza

Club Lounge.

Happy hour in the Plaza Club Lounge.

Complementary evening canaps daily.

Complimentary tea/coffee and use of the lounge throughout

the day.

Complimentary ironing of one suit/dress per stay.

Complimentary photocopying in the Plaza Club Library.

In room fax machine on request.

a goodnight tray consisting of Hot Chocolate with a box of

cookies.

Complimentary meeting room for two hours per day.





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GUEST SERVICES

The Radisson Hotel Delhi has a comprehensive selection of guest

services, which include the following:

Swimming pool surrounded by a landscaped sun deck.

Shopping center in the lobby area.

Car parking for over 482 vehicles.

Limousine service.

Travel counter for arranging travel reservations and local

sight seeing.

Laundary and valet services.

Health club with sauna, steam, Jacuzzi and massage

service.

Gymnasium and squash courts.

Business center.

Beauty parlor.

Tea/coffee maker in every room.


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HOTELS RESTURANTS, LOUNGES AND BARS.

1. The Great kebab Factory: This is the

Indian Specialty Restaurant located on the lobby level. It is next

to the coffee shop and overlooks the pool. It is the most

popular, trendy restaurant offering large variety of kebabs.

This unique concept serves Galouti

Kebabs as the signature dish. It can accommodate upto 84

people

2. NYC- Fun Cafe:This is the 24-hour coffee shop of the hotel

which can accommodate upto 121 people. The coffee shop

is located on the lobby level and overlooks the pool

as well as the Tea Lounge. The coffee shop serves

breakfast, lunch, & dinner buffet. It also has an A La Carte

menu.

3. I Ching: This is the Chinese specialty restaurant which can

accommodate upto 92 people. It is located at the lobby

level and is close to the Business Centre.

4. Tea Lounge: The tea lounge is located in the lobby itself

and can accommodate upto 40 people. Tea lounge serve

pastries, services and different kinds of tea/coffee etc.

5. Savannah Bar: It is the colonial style bar, located on the

lobby level and has a capacity of 52.


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6. Italians: A casual Italian food restaurant next to the

banquets entrance. It would serving Italian food.

7. Super Stars:The hotel has the first ever sports barin India.

It is located on the basement 1 and is overlooking the

squash court. It can accommodate upto 200 people.

8. Pool Bar: The hotel has a pool bar for its resident guests

and health club members. It is located beside the swimming

pool.


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OBJECTIVE OF THE STUDY

SPECIFIC OBJECTIVE

The main objective of the study was to identify the guest

preferences for their various choices of hotels for and when their

stay at New Delhi.

GENERAL

To find what according to guests are their individual needs,

preferences and services they require to maximise a pleasant

stay.

To find the views of guest regarding hotel services offered by

hotels in Delhi the standards they expect and the standards

they get.

To find the needs and requirements of guests on a prioritized

basis what is important and what is not for them in a five star

deluxe category hotel.

To find guest preferred time of year for travel;, business or

pleasure, booking convenience etc., and their reason for

choice of hotel.


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To find the brand name and goodwill, being a chain or a single

unit property matter or not.

To find guest movement for groups their preference for stay.

Travel agencies, their movements in the leisure, Conference,

FIT Markets etc.

To find views of decions markers as to reasons for choice of

hotel for their guests in terms of proximity, pricing etc.

SCOPE OF THE STUDY

This project basically tries to identify the various guest views at

the Radisson, their experiences, expectations and feedback. The

Project will also critically analyse the service standards at the

Radisson and the level of service expected as well as the market

leader Vis--vis guest views, decisions markers and travel agents.

The focus here mainly being the best available fir the guest to

choose from yet at a price. The focus] of the study would hence

be to identify Guest Preference For Choice Of Hotel At New Delhi,

Conducted Co-ordinated by The Sales And Marketing Radisson

Hotel Delhi.


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METHODOLOGY

The project is done in selected areas of Delhi corporate, tourism

and guest staying at hotels. An exploratory survey has been

chosen which would lay foundation for a good research design.

Random sampling has been restored on a representative basis to

select 120 respondents from the entire population.

For selection of 120 respondents from entire population keeping

the objective in mind, a structured and undisguised questionnaire

is designed to collect various responses with regard to hotel stay

from respondents. Responses were collected personally and

through communication facilities such as Fax, telephone etc.

The collected data has been subjected to analysis as per the

objective and tool design has yielded a pattern of frequency

leading to conversion into percentages. Thus a descriptive

method has been adopted and analysis of data.


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LIMIATIONS OF THE STUDY

The study is restricted only to hotel guests, travel agents and

decision makers for the present moment at Delhi due to logistics,

time and cost factor etc. there is no specific tool to measure the

effectiveness of the study of the guest preference for choice of

hotel and is basically the views of guests, decision makers for the

corporate sector travel agents for groups and FITs.

LOGISTICS OF THE STUDY

Once the research design steps are over, the next phase is data

collection operation i.e. filed work. Since the study has been done

in the city of Delhi, the research had to be conducted within

certain Social, Cultural and Legal parameters, within a short

period of time, which has restricted the sample size to 120 only.

Field-work is the most expensive and error phone phase in a

research work. Here, researcher experiences a number of

problems like non-availability of the respondents and the various

logistics mentioned above.


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ENABLING PROCESS

The top management at the Radisson were very keen to know

guest views about services rendered and services offered and the

views of travel agents as well as decision makers in regard to

their reason for choice of hotel at New Delhi.

BARRIERS

The major problem that the researcher faced was basically

resistance from certain quarter of

a) Guest who did not like to be distributed.

b) Travel Agents who out rightly refused to fill the questionnaire

as they felt the information was sensitive and confidential.

c) Decision makers who out rightly said that they did not have

the time to respond to the questionnaire.

d) Some of the officials filled the questionnaire after repetitive

requests by the researcher but the information contributed by

them was not of much use as there was lack of seriousness.


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OUTCOME OF THE STUDY

It is expected from the finding that guest views at times may also

be neglected as decisions are made by the corporate decision

makers and travel agents. Also, certain guests feel not difference

in any fine star deluxe category as according to them all affer

almost the same services.


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RESEARCH METHDOLOGY

RESEARCH DESIGN

A research design helps to define the problem, method of data

collection, analysis, time requirement for the project and to

estimate the expenses to be incurred. It is simply a framework or

plan for a study tha6t guides to collect the data for analysis. A

exploratory research has been chosen for laying the foundation of

a good research design, that would satisfy the research design

and the research objectives. Survey of internal data is carried out

internally as well as externally. Internal secondary data is taken

from the marketing information data base of the company. This

uncovers information data base of the company. This uncovers

information like list of the competitors, customers, company

profile, marketing strategies adopted by the company etc.,

whereas external secondary data brings out industrial

background, History and Trends in Hotel Sales and guest views.

The sources of these are guest comment cards, services opinion

etc.

DATA COLLECTION METHOD

Among the two basic methods of collection data i.e.

Questionnaire method and observation method, Questionnaire


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method is selected for data collection. In this method the

respondents are questioned directly about their opinion anddemographics. It is less time consuming and relatively less

expensive and data recorded is more reliable, valid, flexible and

easy to answer by three segments the in house guest, the travel

agent and the decision maker for corporate bookings. Responses

were collected through personal meetings and the various

communication facilities such as Fax, Phone etc.

Random sampling has been resorted on a representative basis to

select the 120 respondents from the population of New Delhi., 40

being from each segment.

CONTRUCTION OF QUESTIONNAIRE

The primary data was collected with a structured and undisguised

questionnaire method, keeping in mind the three segments of

respondents i.e. the in house guest, the travel agent and the

decision maker for corporate bookings, separates questionnaire

were designed, keeping in mind the convenience of the question

help the researcher collect suggestions from the respondents.

A pilot study has been conducted prior to the construction of the

questionnaire to check whether the respondents understand all

the questions, whether they interpret the questions correctly etc.

after the pretest certain questions have been eliminated,


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dichotomous questions has been changed to multiple choice

questions, words and sequences or certain questions have beenchanged too. A copy of the three questionnaires has been

attached to the annexures.

SAMPLING PLAN

Sampling is an integral part of data collection process. Due to

time, cost and logistics of the constraints, it was not feasible to

collect data from each and every respondent in the target

segment. Hence, it is important to follow certain procedures to

generate a true representative sample. Among the two

approaches i.e. Probability and Non-probability sampling,

Probability sampling approach was selected, as sample frame is

available. It has got advantage of higher efficiency, scientific

method and lower relative cost. Random sampling has been

resorted on a representative basis to select the 120 respondents

from the entire population.


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TABLE NO: 01

FREQNENCY OF TRAVEL

FREQUENCY OF

TRAVEL

FREQUENCY N = 40 PERCENTAGE OF

GUESTS

ONCE A MONTH 14 35

ONCE IN SIX MONTHS 15 38

ONCE A YEAR 11 27

TOTAL 40 100

From Table No: I, it is inferred that 35% of the guest travel once a

month, 38% of the guest travel once in six months and 27% of

the guests travel once a year.


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TABLE No: 02

PURPOSE OF STAY

PURPOSE OF STAY FREQUENCY N= 40

PERCENTAGE OFGUEST

BUSINESS 25 63

PLEASURE 15 37

TOTAL 40 100

From Table 2, it is understood that the purpose of stay for 63%

of the guest is solely business whereas for 37% it is pleasure


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TABLE No: 03

DURATION OF STAY

DURATION OF

STAY

FREQUENCY N

= 40

PERCENTAGE

GUESTS DECISION

MAKER

GUESTS DECISION

MAKER

001 TO 2 DAYS 12 15 31 38

1 TO 7 DAYS 15 13 38 32

001-2 WEEKS 9 9 21 22

LONG STAY 4 3 10 8

From the above Table it is clear that 31% of the guest and 38% of

decision makes stay for a duration of one two days, 38% of the

guests and 32% of the decision makers stay for a period one to

seven days, while a mere 10% of guest and 8% of decision

makers stay for a long period.


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TABLE No: 04

REASONS FOR CHOICE OF HOTEL

REASONS FOR

CHOICE OF HOTEL

FREQUENCY N=40 PERCENTAGE OF

GUEST

PERCEPTION 4 9

PRINCE 5 13

BRAND NAME 5 12

F & B OUTLETS 2 5

PROXIMITY 6 15

RAPPORT WITH S.P 2 6

ROOM SIZE 2 7

AMBIENCE 1 2

DCOR 2 4

COMPANY

PROVIDE

3 8

SERVICE 6 15

HEALTH CLUB 1 2

SWIMMING POOL 1 2

TOTAL 40 100

From the above table it is inferred that service and prximity are

the most important reasons in the guests choice of hotel though

pricing and brand name are also equally important

TABLE No: 05

PREFERED WAY OF BOOKING


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BOOKING

METHOD

FREQUENCY N=40 PERCENTAGE

GUEST DECISION

MAKERS

GUESTS DECISION

MAKERS

SELF 5 4 12 10

TRAVEL

AGENT

4 3 10 9

COMPANY 31 33 78 81TOTAL 40 40 100 100

Table No:5 inferrs that of the three method of booking, guests &

decision makers prefer company booking followed by self booking


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TABLE No: 06

QUALITY OF SERVICE STANDARDS

SERVIC

E

STANDA

RDS

FREQUENCY N=40 PERCENTAGE

GUEST DECISIO

NMAKERS

TRAVEL

AGENTS

GUEST DECISIO

NMAKERS

TRAVEL

AGENTS

GOOD 23 27 23 58 68 58

SATISFA

CTORY

15 7 9 36 18 23

BAD 2 6 8 6 14 19

TOTAL 40 40 40 100 100 100

From the above table it can be understood that 58% of the guests

find the service standard of Radissonoto be good in comparrision

to other hotels, 68% of the decision makers find service standards

of radisson to be good


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TABLE No. 07

CATEGORY OF ACCOMODATION

CATEGORY OF

ACCOMADATION

FREQUENCY N =

40

PERCENTAGE OF

DECISION MAKERS

AVAILED

HOTELS 35 86

GUEST HOUSE 4 11

BUNGLOWS 1 3

TOTAL 40 100

The table infers that 86% of the decision makers accommodate

their guest in hotel, and a mere 3% in bunglows.


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TABEL NO. 08

AVERAGE ROOM NIGHTS PER MONTH

CLASS FREQUENCY N = 40 PERCENTAGE OF

DECISION MAKER

SUPERIOR 27 68

EXECUTIVE 9 22

SUITES 4 10

TOTAL 40 100

From table no:8 it can be understood that 68% of decision makers

prefer the superior class and 22% prefer the executive class of

rooms.


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TABLE NO. 09

NATURE OF BUSINESS HANDLED

NATURE OF BUSINESS FREQUENCY

N = 40

PERCENTAG OF

TRAVEL AGENTS

HANDLED 9 22

CONFERENCE 8 18

FIT 6 16

LEISURE AND CONFERENCE 6 16

CONFERENCE AND FIT 5 12

LEISURE AND FIT 4 10

LEISURE, CONFERENCE, FIT 2 6

TOTAL 40 100

From table no: 9 we find that 18% of travel agents handleconferences, while 16% handle leisure, and 6% handle all three


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TABEL NO. 10

HIGH BUSINESS VOLUME MONTHS

HIGH BUSINESSVOLUME

MONTHS

FREQUENCY

N = 40

PECENTAGE OF

TRAVEL AGENTS

OCTOBER TO DECEMBER &

JANUARY TO MARCH

34 85

SEPTEMBER TO APRIL 6 15

From the above table it can be understood that 85% of the agents

feel that from October to December and from January to March

are the high business volume while 15% of the travel agents feel

that from September to April is the high business volume period.


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TABLE NO: 11

LOW BUSINESS VOLUME MONTHS

LOW BUSINESS

VOLUME MONTHS

FREQUENCY N =

40

PERCENTAG OF

TRAVEL AGENTS

APRIL TO SEPTEMBER 25 62

TOTAL SUMMER 4 11

MARCH TO OCTOBER

& DECEMBER

11 27

TOTAL 40 100

From Table No. 12 it is inferred that 62% of the travel agents find

April to September to be the low business volume months and

11% find the entire summer to be the low business volume

months.


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TABLE NO. 12

REASON FOR CHOICE OF HOTEL

REASONS FOR

CHOICE OF HOTEL

FREQUENCY N = 40 PERCENTAGE OF

TRAVEL AGENTS

PERCEPTION 5 12

F & B OUTLETS 4 9

BRAND NAME 5 13

RAPPORT WITH S.P. 2 5

PROXIMITY 6 14

AMBIENCE 2 5

ROOM SIZE 2 6

COMPANY POLICY 1 2

DCOR 1 4

GOODWILL 3 8

SERVICE 1 4

HEALTH CLUB 1 2

PRICING 6 14

SWIMMING POOL 1 2

TOTAL 40 100

From the table No. 13 we can ascertain that the main reason for

choice of hotel for the travel agents are proximity and pricing

followed by brand name and perception. Goodwill and F&B outlets

are also other important factors taken into consideration.


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TABLE No: 13

AVERAGE AMOUNT OF ROOM REQUIREMENT

AVERAGE AMOUNT

OF ROOM

REQUIREMENT

FREQEUNCEY

N = 40

PERCENTAGE OF

TRAVEL AGENTS

001-15 16 41

15-30 11 27

30-90 9 22

90 & ABOVE 4 10

TOTAL 40 100

From the Table No. 14 it is inferred that 41% of travel agents

required 001-15 rooms on an average per month, 27% of travel

agents require 15-30 rooms.


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TABLE NO. 14

MARKET SHARE OF HOTELS

HOTEL NO. OF ROOMS NATURAL MARKET

SHARE

RADISSON 256 8

THE OBEROI 289 9

TAJ MAHAL 300 9

MAURYA SHERATON 440 14

HYATT REGENCY 518 16

TAJ PALACE 421 13

INTER-CONTIENTAL 444 14

LE-MERIDIAN 355 11

PARK ROYAL 216 6


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TABLE NO. 15

COMPARISON TO OTHER HOTELS IN TERMS OF FACILITES,

AMINITES AND SERVICES

HOTEL PERCENTAG OF GUEST RADISSON

TAJ-MAHAL 40 60

MAURYA SHERTAON 43 57

THE OBEROI 53 47

HYATT REGENCY 55 45

PARK ROYAL 25 75

LE-MARIDIAN 30 70

TAJ PALACE 40 60


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CONCLUSION

Based on the interpretation of data it was seen that for all the

three categories

a) Guest staying at hotels

b) Corporate decision makers

c) Travel Agents

The conclusion vary. They are as follows:

A) Guest Staying at Hotel

Most of the guest travel once in six months followed by someof them travelling once a month too.

Guests mostly are travelling today due to business

requirements and one-third of the total average traveler is for

pleasure.

An average guest at a five star deluxe hotel prefers to stay

from one day to a week followed by some staying just for a day

or two depending in their criteria for visit.

Most guest are very service conscious and brand name are a

high plus point when choice of hotel for stay.


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Most guest felt that Radisson service standers are of

international level.

Most guest feel that Radisson plus point are its brand name,

pricing, goodwill and the kind of F&B outlets it processes.

Certain section of guest felt that pricing at the Radisson was

competitively price and the interaction quality by operational

staff was good.

B) Corporate Decision Makers

Most corporate decision makers choose hotel as choice of stay

for their corporate guest houses and bunglos.

The average duration of a corporate guest is one to two days

followed by one day to a week and one to two weeks.

The average room nights for corporate guest go to superior

rooms followed by executive club and suites.

Corporate decision makers prefer to book their guests online

with company policy.

Most corporate decision makers feel Radissons could be

ranked as the third or fourth choice amongst the leading hotels

in Delhi.


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The level of services they feel is good but certain sections are

not very happy with the services.

C) Travel Agents

Most travel agents prefer to handle the leisure market followed

by conference and then FITs whereas certain sections prefer to

handle both leisure and conference together.

The high business season according to travel agents is winters

whereas summers being the period.

Most travel agents find the pricing, proximity, their perception

and brand name as major reasons for their choice of hotel

whereas pricing being the main criteria.

The average amount of room requirements for travel agents is

one to 15 rooms on a month followed by 15 to 30 rooms and

30 to 90 rooms.

A large amount of travel agents feel that Radisson is a good

hotel whereas some of them think it to be just average.


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RECOMMENDATION

The service standards a The Radisson are to be enhanced.

The attitude of the operational staff needs to be improved.

Training programs to be conducted for better customer

satisfaction, time management, guest interaction, telephone

manner.

To enhance proper coordination and development needs of

management staff.

In a similar manner training needs for the lower rank and card

staff to be identified.

More attention to be paid on selection procedure while

employing.


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SUGGESTIONS

The Radisson needs to concentrate higher on its brand image

to be a market leader whereas it possess the necessary

manpower and area.

The service standards need to be done for the attitude of the

operational staff via proper training on a regular basis.

Emphasis is to be paid on upgradation of amenities and

services and understanding guest requirements rather than a

laid-back attitude.

Leisure market to be scrutinized closely as it possesses strong

chances for grwoth.

Interaction qualities with guests to be enhanced and service

staff to develop the attitude of being friendly, helpful yet

professional and within their limits.


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BIBLIOGRAPHY

Melanie Berger Sales & Marketing Management Technology

Update Bill publication

Newspaper The Times of India

Sanjay Grover Plaza Times

Stanfer Club Hotel Impresso Publication

Sue Bryant Radisson Guest Publisher Marcus


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ACKNOWLEDGEMENT

Our Profuse Gratitude Goes To

Dr. Neeru Sharma for her invaluable support and guidance which added worth

to this study

Mr. Sanjiv Tyagi (Vice-President and General Manager), Radisson, New Delhi.

All at the Radisson Executive Floor


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EXECUTIVE SUMMARY

The project deals with the assessment of the level of customer

satisfaction visitors derive from Radisson.

The project was undertaken to measure the levels of satisfaction

from Radisson as compared to other hotels.

The major disadvantage the hotel has to cope with is that it is not

a loft of potential customers, who would prefer visiting a more

conventionally located hotel. Another disadvantage is that the

attitude of the operational staff needs to be improved. Thirdly the

general perception about the coffee shop NYC is that it is not

upto the mark, in terms of ambience cuisine and service as

compared to other 5 star coffee shops.

The method selected was probability sampling as the sampling

frame was too large to incorporated the responses of everyone.

radisson&five star

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