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Mini project on motel araam , Athirapally

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SWOT analysis on Motel Araam Athirapally

SWOT analysis on Motel Araam Athirapally

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  • 1. 1 CHAPTER 1 EXECUTIVE SUMMARY
  • 2. 2 1. Introduction Tourism is travel for recreational, leisure, or business purposes. The World Tourism Organization defines tourists as people "traveling to and staying in places outside their usual environment for not more than one consecutive year for leisure, business and other purposes”. The World Tourism Organization defines tourism as “traveling to and staying in places outside their usual environment for not more than one consecutive year for leisure, business and other purposes”. Tourism is travel for recreational, leisure or business purposes. Tourism has become a popular global leisure activity. (Source: media.unwto.org) Kerala is one of the most popular tourist destinations in the country. Kerala‟s unique culture and traditions, coupled with its varied demography, has made it one of the most popular tourist destinations in the world. Growing at a rate of 13.31%, the tourism industry is a major contributor to the state's economy. Until the late 1980s, Kerala was an unexplored destination with very few tourist arrivals. Kerala Tourism Development Corporation (KTDC), a government agency has taken the initiative and has contributed in the growth of tourism as an industry in the state.In 2010, the Foreign Tourist Arrivals in Kerala was 0.66 million. Kerala is popular for her beaches, backwaters, mountain ranges and wildlife sanctuaries. The state's tourism agenda promotes ecologically sustained tourism, which focuses on the local culture, wilderness adventures, volunteering and personal growth of the local population. The city of Kochi ranks first in the total number of international and domestic tourists in Kerala. 2. Need and Significance of the Study KTDC plays a major function in the hospitality sector. KTDC is providing quality services in accommodation, food & beverages etc. Various units is establish in different parts of Kerala. Various units include hotels, motels, resorts. Out of these KTDC Motel, motel Araam is one of the important motel located in the heart of Athirapally. The Motel offers services like food & beverages, accommodation facilities etc to the customers. Motel Araam is one of the important motels in this area. There is a need for examining the SWOT of this
  • 3. 3 particular motel with the aim of future development in terms of facilities, services and business development. 3. Objectives 1. To prepare Profile of the K.T.D.C Unit 2. To examine Strength, Weakness, Opportunity and threat of the study unit 3. To make suggestions for the improvement of the unit. 4. K.T.D.C- An Overview KTDC Hotels and Resorts Limited (KTDC) was incorporated on 29 December 1965 as a private limited company under the provisions of the Companies Act, 1956. The Registered/Corporate Office of the corporation is situated at Mascot Square, Thiruvanathapuram. The initial name of the company was Kerala Tourist and Handicrafts Corporation Private Limited. The name was changed as Kerala Tourism Development Corporation Limited from 15 July 1970 and later as KTDC Hotels and Resorts Limited from 07 October 2010. KTDC has been playing a key role in the development of infrastructure facilities required by the rapidly growing tourist traffic into the State of Kerala and has been the prim e mover in the progressive development, promotion and expansion of tourism in the State. Apart from developing the largest hotel chain in Kerala, KTDC offers tourism related facilities like conducted tours, boating, tourist reception centers, centralized/online reservations, conventional services, customized tour packages etc. The authorized share capital of the corporation is 85 crore and the paid up capital as on 31-03-2011 was 75.70 crore. The entire paid up capital of the corporation is held in the name of Governor of Kerala. Working on the philosophy of public sector, KTDC succeeded in achieving its objectives by promoting the largest hotel chain in the State and providing all tourist services. 5. Study Area Motel Araam Athirpally is located Close to the magnificent waterfalls of Kerala, this motel provides facilities to visit the nearby Athirapally waterfalls and
  • 4. 4 Vazhachal cascades. Established in 5-May-2000. Motel is located near to the Athirapally water fall, just 1km from motel. 6. Methodology The Study is based on the research methods and techniques like Survey and Questionnaire are used to collect data. Here the questionnaire comprises of structured Questionnaire included both Open ended and Close ended questions. 6.1. Primary Data In order to fulfill the objectives, the present study is based on primary data. For collecting the primary data a structured questionnaire was prepared with the discussion of experts and based on the questionnaire, a personal interview was conducted with the Manager of the Motel Araam, Athirapally. The Manager was asked to provide the details and accordingly the data collected has been analyzed and interpreted. Questionnaire was used among employees working in the motel. In addition to this, an interaction was also made with the employees and their suggestions are also taken into the account. The data collected are tabulated and interpreted by using percentage method. Diagrams are also used in the appropriate areas. For preparing SWOT analysis, the Manager surveyed was asked to provide rating on different attributes based on five point scale (Excellent, Good, Average, Poor and Very Poor). The opinion on excellent and good are considered as Strength, the average is considered as Opportunities, Poor is taken as weakness while very poor is taken as threat. 6.2. Secondary Data Apart from the primary data, the present study is relying on the secondary data also which have been collected for preparing literature review and the profile of the KTDC units. The major sources of secondary data are Broachers and Websites, printed materials. 7. Limitations  Time is the major constraint in this particular survey.  The information required preparing this study has collected from the manager due to the time limit of the study.
  • 5. 5 8. Chapterisation The present study is designed into five chapters. The first Chapter is all about Tourism and the Objectives and the methodology of the study. Second chapter is all about the review of literature, introduction to hospitality and Hospitality. The third chapter comprises of K.T.D.C profile. The fourth Chapter dealing with the Data analysis of Motel Araam, KTDC, and the profile of SWOT analysis and SWOT analysis of motel. The last chapter concludes with findings and suggestions.
  • 6. 6 CHAPTER 2 REVIEW OF LITERATURE
  • 7. 7 1. Introduction To Hospitality Industry The hospitality industry is a broad category of fields within the service industry that includes lodging, restaurants, event planning, theme parks, transportation, cruise line, and additional fields within the tourism industry. The hospitality industry is a several billion dollar industry that mostly depends on the availability of leisure time and disposable income. A hospitality unit such as a restaurant, hotel, or even an amusement park consists of multiple groups such as facility maintenance, direct operations (servers, housekeepers, porters, kitchen workers, bartenders, etc.), management, marketing, and human resources, club together to serve people Usage rate is an important variable for the hospitality industry. The new age hospitality sector is undergoing rapid transformation, with several big hotel groups investing in new properties across the globe. Among other things, hospitality industry players find advantage in old classics (location), initial and ongoing investment support in the infrastructure and particular strategies adopted by the marketing arm of the organization in question. Within the hospitality sector, technology has invaded fast into the forefront of customer service, resulting in increased expectations of visitors, for even more personalized service. The feeling that employees will offer personalized knowledge for each guest by knowing a certain level of personal information of guests is more often required in today's hospitality sector. Technology will not only increase the productivity of employees, but helps deliver personalized and secure service to valued guests. In this, easy access to needed documents is a key factor. Software Solutions provides the Hospitality sector with high-quality solutions and services that in many cases set the standards for the industry. Travelling for business or pleasure isn't what it used to be. In order to develop and maintain brand loyalty while streamlining operations in an increasingly competitive global market, airports, air carriers and hoteliers have been challenged to
  • 8. 8 transform their business processes and integrate new forms of customer-facing technology. With today's fast moving technology and over busy people the software saves considerable amount of time. Earlier when you used to visit a restaurant you were booking a table and it was attended by a waiter physically to cater to your order. Then the order was physically carried to the kitchen and brought back to your table. With the software you use a wireless system and control the guest at a remote location thereby reducing the movement of the waiter, quickening the passing of order to the kitchen and speeding the service of the order in the table. (Source: www.hospitality-industry.com) 2. Tourism And Hospitality The concept of tourism refers to the broad framework that identifies tourism‟s essential characteristics and distinguishes tourism from similar, often related but different phenomena. The two terms „travel‟ and „tourism‟ can be used in isolation or together to describe three concepts: 1. The movement of people 2. A sector of the economy or an industry 3. A broad system of interacting relationships of people, their needs to travel outside their communities and services that attempt to respond to these needs by supplying products. The hospitality industry includes hotels and restaurants, as well as many other types of organizations or institutions that offer food, drink, shelter and other related
  • 9. 9 services. These products and services are offered not only to people away from home, but also to local guests. A manager in the hospitality industry, therefore, must keep in mind the following three objectives: 1. Making the guests feel welcome personally 2. Making things work for the guests 3. Making sure that the operation will continue to provide service and meet its budget. Kerala is one of the most popular tourist destinations in the country. Kerala‟s unique culture and traditions, coupled with its varied demography, has made it one of the most popular tourist destinations in the world. Growing at a rate of 13.31%, the tourism industry is a major contributor to the state's economy. Until the late 1980s, Kerala was an unexplored destination with very few tourist arrivals. Kerala Tourism Development Corporation (KTDC), a government agency has taken the initiative and has contributed in the growth of tourism as an industry in the state.In 2010, the Foreign Tourist Arrivals in Kerala was 0.66 million. Kerala is popular for her beaches, backwaters, mountain ranges and wildlife sanctuaries. The state's tourism agenda promotes ecologically sustained tourism, which focuses on the local culture, wilderness adventures, volunteering and personal growth of the local population. The city of Kochi ranks first in the total number of international and domestic tourists in Kerala.Other popular attractions in the state include the beaches at Varkala, Cherai, etc.; backwater tourism and lake resorts of Vembanad lake, Alapuzha, etc.; hill stations and resorts at Munnar, Wayanad, Nelliampathi, Vagamon and Ponmudi; and national parks and wildlife sanctuaries at Periyar and Eravikulam National Park. The "backwaters" region—an extensive network of interlocking rivers, lakes, and canals that centre on Alleppey, Kumarakom, and Punnamada. Heritage sites, such as the Padmanabhapuram Palace, Hill Palace, Mattancherry Palace, etc are the famous spots of attraction
  • 10. 10 Major Attractions Beaches : The major attractive beaches of Kerala are the Kovalam Beach, Varkala Beach, Alappuzha Beach, Nattika beach [Thrissur], Vadanappilly beach [Thrissur], Cherai Beach, Kappad, Marari beach and Fort Kochi. The Muzhappilangad Beach beach at Kannur is the only drive-in beach in India. Backwaters : The backwaters in Kerala are a chain of lakes lying parallel to the Arabian Sea coast. Houseboat or Kettuvalam rides in the backwaters are a major tourist attraction. Backwater tourism is centered mostly around Alappuzha,kollam and Kumarakom. The backwaters were formed by the action of waves and shore currents creating low barrier islands across the mouths of the many rivers flowing down from the Western Ghats range. Hill Stations : Eastern Kerala consists of high mountains, gorges, and deep-cut valleys. Majority of the land is covered in dense forests and other regions lie under tea and coffee plantations or other forms of cultivation. Some of the popular hill stations in the region are Munnar, Vagamon, Wayanad, Nelliyampathi, Peermade and Ponmudi. Wildlife : Kerala consists of wet evergreen rainforests at lower elevations and highlanddeciduous and semi-evergreen forests in the east, is subject to a humid tropical climate. The eastern most districtshave the significant bio diverse tracts. Kerala also hosts two of the world‟s Ramsar Convention-listed wetlands: Lake Sasthamkotta and the Vembanad-Kol wetlands are noted as being wetlands of international importance.
  • 11. 11 Festivals : The major festival in Kerala is Onam. Kerala has a number of religious festivals. ThrissurPooram and ChettikulangaraBharani are the major temple festivals in Kerala. The ThrissurPooram is conducted at the Vadakumnathan temple, Thrissur. ParumalaPerunnal, Manarkadu Perunnal are the major festivals of Christians. Muslims also have many important festivals. Ayurveda : Medical tourism, promoted by traditional systems of medicine like Ayurveda and Siddha are widely popular in the state, and draws increasing numbers of tourists. The government has introduced grading system which would grade hospitals and clinics, thus helping tourists in selecting. Culture : Kerala's culture is mainly Dravidian in origin, deriving from a greater Tamil- heritage region known as Tamilakam. The major performing arts are koodiyattom, kathakali, mohiniaattam, thullal, padayani and theyyam. Many of the artforms are largely played to tourists or at youth festivals, and are not as popular among most ordinary Keralites. 3. Types of Accommodation Accommodations can be classified into various categories because of the wide range of room types and amenities. Various attempts have been made to establish a globally uniform hotel classification system but, Accommodations and Hospitality, the effort has faced many difficulties. Some of the obstacles to developing a uniform classification system include variations in definitions, facilities, service standards, management, and cultural influences on service which differ in every country. 3.1 Principle Accommodation Units This system is one of the most commonly accepted and recognized system in India. This also an official system of classification. In this system hotels are classified
  • 12. 12 on the basis of facilities and service given to the guests. Based on the luxury services hotels are awarded the star classification ranging from 1 to 5 star and deluxe.  One Star(*) The general construction of the building should be good and the locality and environment including immediate approach should be suitable. The hotel should have at least 10 lettable bedrooms with bathroom for every 4 of the remaining rooms. The 25% of the bathrooms should be in western style.  Two Star(**) The building should be well constructed and the locality and environment including the approach should be suitable. For a good hotel the hotel should have 10 lettable rooms with western style bath fittings and every room should be Air conditioned.  Three Star(***) The architectural style and its features and it should be in good standard and the locality including the immediate approach and environment should be suitable for a very good hotel and should have adequate parking facility for cars. The hotel should offer good and quality Indian and Western cuisines and the food and beverage service should be in good standard.  Four Star(****) The architectural style and its features and it should be in good standard and the locality including the immediate approach and environment should be suitable for a very good hotel and should have adequate parking facility for cars. The hotel should provide Indian and international cuisines and food & beverage service must be in good standard. There should be professionally qualified, highly trained and
  • 13. 13 experienced, efficient t and courteous staff, The staffs must have good knowledge in English and the knowledge in guests language also.  Five Star(*****) The architectural style and its features and it should be in good standard and the locality including the immediate approach and environment should be suitable for a very good hotel and should have adequate parking facility for cars. The hotel should have 25 lettable rooms with attached bathrooms and must have most modern bath fittings and sanitories. All rooms must be Air conditioned and well kept and arranged and well equipped with superior quality carpets and luxurious furniture and fittings.  Five Star Deluxe(*****Deluxe) A hotel which have 5 star deluxe category has basically the same no of features as a 5 star hotels but it superior in quality of service, amenities and facilities to 5 star deluxe requirements. . All rooms must be Air conditioned and well kept and arranged and well equipped with superior quality carpets and luxurious furniture and fittings. (Source: www.hotelassociationofindia.com) 3.2 Supplementary Accommodation 3.2.1 Motels Motels are also called Motor Hotels or transit hotel and are located alongside the highways. Motels are normally economical and they provide comfortable bedrooms that motorists prefer to stay on their way for a night rest. Motels have facilities of proper motor garage to service a car and a filling station to refill vehicles, parking area for motor vehicles etc. They also have road maps, dormitory for drivers. These days Motels also provide various indoor and outdoor facilities like Video parlor, Billiards, Table tennis, Cyber café, Library etc.
  • 14. 14 3.2.2 Home stays Home stays is a form of tourism and/or study abroadprogram that allows the visitor to rent a room from a local family to better learn the local lifestyle as well as improve their language ability. While home stays can occur in any destination worldwide, some countries do more to encourage home stays than others as a means of developing their tourism industry. Hosting a home stays participant also allows the local family to earn some additional, needed income. Having low profitability, as it is, home stays cannot be regarded as strictly commercial activity, but more of cross cultural exchange. Students generally arrange a home stays with their school or educational institution, but can also informally arrange to stay with a family through social connections, and through a variety of private agencies. There are a number of online home stays agencies that connect students with hosts all over the world (usually for a nominal fee). 3.2.3 Apartments Apartment Residential hotels provide long-term or permanent accommodation for Guest. Usually guest makes a lease agreement with the hotel for minimum of one month up to a year. These lease agreements are renewed on a yearly basis. Guest rooms generally include living room , bedroom, kitchen , private balcony , washing machines , kitchen utensils etc. Residential hotel also provided Housekeeping,laundry, telephone and in some hotels a restaurant and lounge etc will be present on the premises. (Source: www.hotelassociationofindia.com) 4. Tourism and Hospitality Industry In Kerala Kerala - the God's Own Country in India is famous for its lush green forests, swinging coconuts, palm fringed beaches, engaging backwaters and the Ayurveda treatment resorts, all being unique to Kerala. The hotels in Kerala are the ideal place to make your stay in Kerala and enjoy the ancient legacy of India as they are in close
  • 15. 15 proxy to all the tourist destinations of Kerala. The hotels in Kerala are usually the heritage hotels and luxury hotels, retaining the ambience of traditional Kerala houses. On your travel vacations in Kerala, make your stay in the one of the most comfortable deluxe hotels of Kerala. Besides, the traditional houseboat accommodations are also equipped with lavish interiors, providing with all modern conveniences and comforts to make your stay in Kerala a pleasant experience. Kerala hotels also offer the facility of advance booking of accommodation in the hotels, whether 5 star deluxe hotels or budget hotels. So, come and enjoy the luxury and comfort at some of the best-known hotels of Kerala. The hospitality and services of Kerala hotels will definitely bring you back to this coastal region of Kerala seems to be one of the distinct places in Southern India for its extensive backwater channels and river `tributaries. Tourism in Kerala flourishes on the banks of the backwaters and this has given impetus to the hotel industry here. Most hotels in Kerala are around the backwater locations and close to the beaches. This is because, tourists tend to visit these places and stay over for more days. The popular backwater destinations have exotic hotels and resorts that offer great views, surrounded by absolute greenery, and pensiveness. Suiting your mood of solace and bliss, the hotels of Kerala have exclusive facilities safeguarding your privacy. Honeymooners coming to these locales prefer accommodation in deluxe hotels, houseboats, or the beach villas. Houseboat stay would create loads of memories on your honeymoon. Just like hotels on the land, they houseboat cabins feature luxurious decor, kitchen, dining, and other amenities. They sail from Vembanand to Kumarakom, Kochi, and Aleppey, along the backwater stretch. Houseboats being popular among foreign visitors are an important source of livelihood for local men. Other kinds of hotels in Kerala include boutique style, spa, home stays, budget hotels in city, and heritage hotels developed from after the Travancore rule. Spa and Ayurveda forms an integral part of the tired tourist's travel to Kerala. In addition, there are specific locations that are tourist hot-spots amounting to number of hotels in all categories, with standard
  • 16. 16 rates. Temple festivals, fairs, and exhibition bring in lot of people to Kerala every year. Christmas in Kerala is another popular time to be here. (Source:www.hotelassociationofindia.com) 5. SWOT Analysis SWOT is a short form of Strengths, Weaknesses, Opportunities and Threats. By definition, Strengths (S) and Weaknesses (W) are considered to be internal factors over which we have some measure of control. Also, by definition, Opportunities (O) and Threats (T) are considered to be external factors over which we have essentially no control. SWOT Analysis is the most useful tool for audit and analysis of the overall strategic position of the business and its environment. Its key purpose is to identify the strategies that will create a firm specific business model that will best align an organization‟s resources and capabilities to the requirements of the environment in which the firm operates. It views all positive and negative factors inside and outside the firm that affect the success. A consistent study of the environment in which the firm operates helps in forecasting and predicting the changing trends and also helps in including them in the decision-making process of the organization. (Source: www.managementstudyguide.com) 5.1 An Overview of the SWOT  Strengths- Strengths are the qualities that enable us to accomplish the organization‟s mission. These are the basis on which continued success can be made and continued or sustained. Strengths can be either tangible or intangible. Strengths are the beneficial aspects of the organization or the capabilities of an organization, which includes human competencies, process capabilities, financial resources, products and services, customer goodwill and brand loyalty.
  • 17. 17  Weaknesses- Weaknesses are the qualities that prevent us from accomplishing our mission and achieving our full potential. These weaknesses deteriorate influences on the organizational success and growth. Weaknesses are the factors which do not meet the standards we feel they should meet. Weaknesses in an organization may be depreciating machinery, insufficient research and development facilities, narrow product range, poor decision-making, etc. Weaknesses are controllable. They must be minimized and eliminated.  Opportunities- Opportunities are presented by the environment within which our organization operates. These arise when an organization can take benefit of conditions in its environment to plan and execute strategies that enable it to become more profitable. Organizations can gain competitive advantage by making use of opportunities. Organization should be careful and recognize the opportunities and grasp them whenever they arise. Selecting the targets will best serve the clients while getting desired results is a difficult task. Opportunities may arise from market, competition, industry, government and technology.  Threats- Threats arise when conditions in external environment endanger the reliability and profitability of the organization‟s business. They compound the vulnerability when they relate to the weaknesses. Threats are uncontrollable. When a threat comes, the stability and survival can be at stake. SWOT Analysis is instrumental in strategy formulation and selection. It is a strong tool, but it involves a great subjective element. It is best when used as a guide, and not as a prescription. Successful businesses build on their strengths, correct their weakness and protect against internal weaknesses and external threats. They also keep
  • 18. 18 a watch on their overall business environment and recognize and exploit new opportunities faster than its competitors. 5.2 Limitations of SWOT Analysis SWOT Analysis is not free from its limitations. It may cause organizations to view circumstances as very simple because of which the organizations might overlook certain key strategic contact which may occur. Moreover, categorizing aspects as strengths, weaknesses, opportunities and threats might be very subjective as there is great degree of uncertainty in market. SWOT Analysis does stress upon the significance of these four aspects, but it does not tell how an organization can.
  • 19. 19 CHAPTER 3 K.T.D.C PROFILE
  • 20. 20 KTDC Hotels and Resorts Limited (KTDC) was incorporated on 29 December 1965 as a private limited company under the provisions of the Companies Act, 1956. The Registered/Corporate Office of the corporation is situated at Mascot Square, Thiruvanathapuram. The initial name of the company was Kerala Tourist and Handicrafts Corporation Private Limited. The name was changed as Kerala Tourism Development Corporation Limited from 15 July 1970 and later as KTDC Hotels and Resorts Limited from 07 October 2010. KTDC has been playing a key role in the development of infrastructure facilities required by the rapidly growing tourist traffic into the State of Kerala and has been the prim e mover in the progressive development, promotion and expansion of tourism in the State. Apart from developing the largest hotel chain in Kerala, KTDC offers tourism relate d facilities like conducted tours, boating, tourist reception centers, centralized/online reservations, conventional services, customized tour packages etc. The authorized share capital of the corporation is 85 crore and the paid up capital as on 31-03-2011 was 75.70 crore. The entire paid up capital of the corporation is held in the name of Governor of Kerala. Working on the philosophy of public sector, KTDC succeeded in achieving its objectives by promoting the largest hotel chain in the State and providing all tourist services. History of K.T.D.C Kerala was a relatively unknown state among tourist circles until the early 1960s. The first initiative to popularize Kerala as a tourist destination was undertaken by Travancore's first prince: H.H. Col. Goda Varma Raja (husband of H.H. the Queen of Travancore) started Kerala Tours Limited to popularize key tourist locations in Travancore Kingdom. When Travancore merged with India, Kerala Tours Limited became a private entity under the Travancore royal family. For more than 20 years since Independence, Kerala trend to ignore tourism as a key industry, leaving KTL and other private players to lead the role. In the 1960s, KTL struck gold, by collaborating with Thomas Cook and started popularizing Kovalam in western countries which started the advent of hippie culture in Kovalam Beach.
  • 21. 21 The strong inflow of tourists into Kovalam started Kerala government to consider tourism as a key industry. Though it tried to nationalize Kerala Tours Limited, it soon fell into legal issues. This resulted in the government to think starting a new entity known as Kerala Tourism Development Corporation (KTDC) IN 1966.Started as a government department; KTDC became a separate commercial entity by the 1970s. Several premium guest houses of Kerala Government were identified and converted into hotel brands. 3.1 Mission of KTDC To provide leadership and play a catalytic role in the development of tourism Infrastructure in the State and to achieve excellence in strategic business operations through professionalism, efficiency, value for money and customer satisfaction. 3.2 Vision of KTDC To make KTDC the official host to God‟s own country, the best service provider in the hospitality industry with basic infrastructure and state-of-the-art facilities, focusing on Environment conservation and preservation, adding impetus to local supplies and Human Resources and thereby positioning as a Premier PSU in the hospitality sector in Kerala. 3.4 Key Functions of KTDC  To be a major player in the development of tourism infrastructure in the State.  To treat the tourists as our Guests (AdhidhiDevoBhava) and ensure customer  Delight by providing value for money.  To provide elegant accommodation and better quality services in KTDC Hotels and Restaurants.  To function as an efficient corporate house with improved productivity levels and profit margins.  Achieve high levels of productivity of its employees by way of better training,  Motivation and HRD techniques.
  • 22. 22  To empower the host population through responsible tourism.  To promote and market our products at National and International level and  Thereby making Kerala as a premier Global tourism destination.  To promote sustainable and eco-friendly tourism in the state based on the carrying capacity of the destinations.  To conserve, preserve the art, culture and heritage of the State.  To promote new innovative tourism products, lesser-known destinations.  To provide transport, entertainment, shopping, convention and recreationalservices.  To render consultancy and managerial services in the hospitality industry.  To undertake pioneering efforts for destination development. 3.5 K.T.D.C Brands and Units Premium Table 1 Premium properties of K.T.D.C (Source: www.ktdc.com) Property Nature Location Lake Palace Heritage Thekkady Bolgatty Palace Heritage Kochi Mascot Hotel Premium Thiruvananthapuram Hotel Samudra Premium Kovalam Waterscape Premium Kumarakom Aranya Nivas Premium Thekkady Tea County Premium Munnar Bolgatty Island Resort Premium Kochi Marina House Premium Kochi
  • 23. 23 Budget Hotels Table 2 Budget properties of K.T.D.C (Source:www.ktdc.com Tamarind Easy Hotels Table 3 Tamarind Easy Hotels of K.T.D.C (Source: www.ktdc.com) Hotel Chaitram Budget Thiruvananthapuram Periyar House Budget Thekkady Garden House Budget Malampuzha Nandanam Budget Guruvayoor Mangalya Budget Guruvayoor Pepper Grove Budget Sulthan Bathery Golden Peak Budget Ponmudi Tamarind Easy Hotel Standard Neyyar Dam Tamarind Easy Hotel Standard Kollam Tamarind Easy Hotel Standard Changanasery Tamarind Easy Hotel Standard Alappuzha Tamarind Easy Hotel Standard Peermade Tamarind Easy Hotel Standard Thrissur Tamarind Easy Hotel Standard Guruvayoor Tamarind Easy Hotel Standard Nilambur Tamarind Easy Hotel Standard Kondotty Tamarind Easy Hotel Standard Thirunelly Tamarind Easy Hotel Standard Kannur Tamarind Easy Hotel Standard Parasinikkadavu
  • 24. 24 Table 4 Motels of K.T.D.C Motels (Source:www.ktdc.com) Others 1. Central Reservation Centre,Thiruvananthapuram. 2. Tourist Reception Centre,Thiruvananthapuram. 3. Tourist reception Centre, Ernakulam. 5. Shopping Complex, ShanmugamRoad, Ernakulam 6. Watersports, Veli (Source: www.ktdc.com) Motel Araam Motel Kottarakkara Motel Araam Motel Palaruvi Motel Araam Motel Punalur Motel Araam Motel Kayamkulam Motel Araam Motel Alappuzha Motel Araam Motel Vaikom Motel Araam Motel Athirapally Motel Araam Motel Erumayur Motel Araam Motel Kuttipuram Motel Araam Motel Kannur K.T.D.C Restaurant Restaurant Thiruvananthapuram K.T.D.C Restaurant Restaurant Thiruvananthapuram
  • 25. 25 CHAPTER 4 DATA ANALYSIS
  • 26. 26 In order to fulfill the objectives, the present study is based on primary data. For collecting the primary data a structured questionnaire was prepared with the discussion of experts and based on the questionnaire, a personal interview was conducted with the Manager of the Motel Araam, Athirapally. The Manager was asked to provide the details and accordingly the data collected has been analyzed and interpreted. Questionnaire was used among employees working in the motel. In addition to this, an interaction was also made with the employees and their suggestions are also taken into the account. The data collected are tabulated and interpreted by using percentage method. Diagrams are also used in the appropriate areas. For preparing SWOT analysis, the Manager surveyed was asked to provide rating on different attributes based on five point scale (Excellent, Good, Average, Poor and Very Poor). The opinion on excellent and good are considered as Strength, the average is considered as Opportunities, Poor is taken as weakness while very poor is taken as threat. The data analyzed are given in three parts as follows:- Part A - Profile Of The Unit 1. Introduction Athirapally Waterfalls are one of the best waterfalls in India and one of the most famous tourist destinations in Kerala. These are magnificent waterfalls on Chalakudy River located at the entrance to Sholayar hill range in Trichur district. At a distance of 70 km‟s from Kochi & 160 Km‟s from Coimbatore, this waterfall drops from a height of 80 feet through several parallel streams offering a great scenic beauty. In monsoon season, the water gets strength and all the streams join together and appear like Niagara Falls. One can reach top of the falls with about 5 minutes walk from nearest road. It offers spectacular views of the Sholayar hills and a unique view of the waterfalls from this spot. About 10-15 minutes trek down from top of the falls will take you to bottom of the falls where the greatest beauty of the falls can be experienced. Swimming is possible in the stream at bottom of the falls.
  • 27. 27 2. Near-by attractions Athirappally Waterfalls  Athirapally Waterfalls are one of the best waterfalls in India and one of the most famous tourist destinations in Kerala. These are magnificent waterfalls on Chalakudy River located at the entrance to Sholayar hill range in Thrissur district.  At a distance of 70 kms from Kochi & 160 Kms from Coimbatore, this waterfall drops from a height of 80 feet through several parallel streams offering a great scenic beauty.  In monsoon season, the water gets strength and all the streams join together and appear like Niagara Falls. One can reach top of the falls with about 5 minutes walk from nearest road. It offers spectacular views of the Sholayar hills and a unique view of the waterfalls from this spot. About 10-15 minutes trek down from top of the falls will take you to bottom of the falls where the greatest beauty of the falls can be experienced. Swimming is possible in the stream at bottom of the falls. Vazhachaal  At a distance of 7 Kms from Athirapally& 75 Kms from Kochi, Vazhachal Waterfalls is a breathtakingly beautiful waterfall situated very close to Athirapally-Valparai-road.Near the entrance of the Sholayar forest range, the waterfall is formed on Chalakudy River at lower stream of Athirapally waterfalls.  The surroundings of the waterfalls offer rich natual views. Unlike Athirapally Waterfalls, Vazhachal flows through an inclined slope of more than 300 feet to descend into huge pool. It is very difficult and dangerous to step into the flow or to reach the bottom of the flow. It is advised to limit your Vazhachal trip to
  • 28. 28 enjoying the natural beauty of the falls.There is another seasonal waterfall called Chapra Falls on the way to Vazhachal Falls towards left side of the road. In peak season, the falls can be seen falling from 63 meters height .  At a distance of 7 Kms from Athirapally& 75 Kms from Kochi, Vazhachal Waterfalls is a breathtakingly beautiful waterfall situated very close to Athirapally - Valparai road. Near the entrance of the Sholayar forest range, the waterfall is formed on Chalakudy River at lower stream of Athirapally waterfalls. Thrissur  Thrissur (also known as Trichur) is a city situated in central Kerala and the headquarters of Thrissur District.  It is known as the 'Cultural Capital of Kerala'. At a distance of 68 Kms from Kochi and 280 Kms from Trivandrum, Thrissur is home for many famous temples like Guruvayoor Temple, Vadakkunathan Temple, Paramekkavu Temple, Thiruvambady Temple, etc. Thrissur hosts the world famous Thrissur Pooram festival in the month of April / May. Valparai  At a distance of 92 Kms from Coimbatore & 52 Kms from Pollachi& 573 Kms from Chennai, Valparai is a cute Hill Station at an altitude of about 3,500 feet on the Anamalai Hill Range of the Western Ghats. It is a part of Indira Gandhi Wildlife Sanctuary.  Popularly known as Cherrapunji of South, this place has number of tea and coffee estates surrounded by forest. There are around 40 steep, hairpin bends to reach this destination. The climate of Valparai is most suitable for tea, coffee, cardamom and cinchona trees.
  • 29. 29  The region is also a rich elephant tract and is known to have many leopards. The Valparai range is also the habitat the NilgiriTahr.  Upper Sholayar Dam (15 Kms) is a fantastic place to visit from Valparai. Other important places to visit include Monkey Falls (24 Kms), Balaji temple (Karimalai-15 Kms), Velankanni Church (Karimalai-15 Kms), PunchaMughaVinayagarKoil (Near Sholayar) apart from numerous tea estates to visit. Sholayar Dam  At a distance of 22 Kms from Athirapally& 38 Kms from Valparai, Sholayar Dam is a beautiful dam situated on Athirapally - Valparai road.  The Sholayar Dam is the second largest rock dam in Asia and measures about 20 Km in length. The dam is an important reservoir under the Parambikulam- Aliyar Project. The surroundings of the dam are full of great natural beauty.  Permission to enter the dam can be obtained at the office near dam entrance. (Source: www.keralatourism.org) 1. Location of the Unit Motel Araam Athirpally is located Close to the magnificent waterfalls of Kerala, this motel provides facilities to visit the nearby Athirapally waterfalls and Vazhachal cascades. Established in 5-May-2000. Motel is located near to the Athirapally water fall, just 1km from motel. The total Land area of the motel is 50 Cent. In May 5th 2000, K.T.D.C taken over the building from PWD. The nearest Airport is Cochin international Airport (58 Km), the nearest Railway Station and Bus Station is Chalakudy (32 and 30 respectively).
  • 30. 30 2. Year of Establishment Motel Araam Athirpally is established in 5-May-2000. Earlier that building was a P.W.D guest house and converted into Motel. 3. Area The total Land area of the motel is 50 Cent. And the motel has sufficient car parking space, more than 14 cars can park at a time. 4. Accessibility Cochin international Airport is just 58 Km away from the Motel. In every 15 minutes there are buses to Athirapally from Chalakudy. Railway station is also near to the bus station, the motel is just 30 km‟s away from the Railway station. Table 5 Accessibility (Source: Field survey) 5. Details of the Room Motel Araam Athirpally have only Two A/C Rooms. The Room Tariff is 1400INR/Double occupancy and 1250 INR/ Single occupancy, the Rooms are Bath Attached, and also provide Television service in rooms, they also provide In Room Service. If the rooms are not avail for the guest, they send the guest to the nearby hotel, Plantation Valley. The most room demanding guest is outside guest and walk-in and also the tourist to Athirappally Water Fall. Araam only providing two rooms for accommodation, so in the case of non availability of rooms Motel will direct the guest to Plantation Valley, Corporations. Cochin international airport 58 KM’S Chalakudy railway station 32 KM’S Chalakudy bus station 30 KM’S
  • 31. 31 Motels and hotels which offering saying facility should have adequate supply and stock of bed linen. Araam have sufficient stock of bed linen and according to arrival of guest they often change bed linen and also if the in-house guest made any request for the changing of bed linen the motel staff will make necessary arrangement and they will make it change. Table 6 Details of the Room (Source: Field Survey) 6. Details of the Employment In K.T.D.C Motel, Araam, Eight Staffs are there, 6 Male staffs and 2 female staffs. In F&B Production and F&B Service there are 2 Male employees, both are Outsourced employees, 2 female staffs where works as office staffs both are Outsourced employees. From within the district 2 employees are employed in Reception and Maintenance. The methods and techniques that the Motel used for making the employees aware about duties and responsibilities are mainly through meetings. For the employees Motel Araam also providing training and development programmes, Daily briefings, circulars and orientation programmes can also used for making employees aware of duties , but here the only method used is meetings. Feedback collections from the employees are one of the important activity in every organization, it is Type of Room No of Rooms Room Tariff Bath Attached TV A/C Room 2 1400 INR / Double Occupancy Y Y 1250 INR / Single Occupancy
  • 32. 32 noticed that in Araam Athirappally, there is a programmes conducted among employees in order to get feedback from them. As per the study, it found that there is no Employee retention program. The motel doesn‟t practice any Employee retention programmes.The study reveals that the main employees working in Motel Araam is under KTDC contract and the number of permanent employs is very less. Motel Araam also out sourced some part of their business to local people. The main areas which are out sourced are Security and gardening. Table 7 Employee Details Category No of Staff Male 6 Female 2 Figure 1 Employee Details (Source: Field Survey) 0 1 2 3 4 5 6 7 Male Female No of Staff No of Staff
  • 33. 33 Part B – Details of Business Management 7. Type of Customers The main type of guest that the Motel Araam is getting is walk-in and government officials. For every hotels and motels there are different types of customers like Walk-in, government officials etc. For the future business the Motel have to maintain contact with the customers. According to the study conducted the local people over there is always co-operative and their behavior towards guest is good at all. Without the co-operation from them it is difficult to function the motel but till now there is no problem and difficulties that the guest faced from the local population over there. 8. Method of Retaining Customers For this purpose of keeping contacts with the customer‟s different methods like phone calls, E-mails, greeting cards etc can be used. Motel Araam uses e-mails for this if necessary. As per the study, it is noticed that majority of the motels and hotels are getting advance booking of rooms. Advance booking of rooms are called as reservation. But in the case of Motel Araam they have only two rooms that is why they not offer any advance booking For getting much business in the future many of the hotel and motels offer special rates and discounts. Guest feedbacks are collected for getting the suggestions and opinions from the guest who has stayed in the Motel. The main aim for collecting guest feedbacks is for knowing any complaints are there for the guest and the Motel Araam treats complaints and suggestions are better sales opportunities for the next time not threats. 9. Major Source of Business This motel has a Non A/C Restaurant, which is a Single building having 34 covers. The working hours are Morning 7am to 10 pm. Average Revenue earnings of this restaurant is 6000/day. They accept both Cash and Travel Voucher. Motel engaged in Athirpally fest during Onam 2008, they conduct food fest. As per the
  • 34. 34 study, the motel Araam only accepts cash, they don‟t have facility to accept credit cards and debit cards. The major part of the guest staying in the hotel is domestic tourists. Mosttourists‟ average length of stay comes under the category of 0-5 days whereas there is a lack of foreigners staying in the motel. The study reveals that in 2011 there is no foreign tourist arrival in the motel. As per the study, they don‟t market their business properly. Table 8 Business Details (Source: Field Survey) According to the study conducted it is clear that without community linkage and the help from the local people the Motel cannot survive. Araam mainly preferring local communities for the items like vegetables, fish, milk, Egg and some .so the functioning of Motel is benefitted to the community also. 10. Major Competitors Hotels in Athirapally have splendid views and great facilities. The best hotels are the luxury hotels that offer a wide range of services from swimming pools to spas. They also have a front desk that helps you plan adventurous safaris in the jungles. Rooms here will cost you around Rs. 4500 for a night‟s stay. The mid-range hotels are cheaper and easier to find. They have facilities like coffee bars and multiple cuisine restaurants. A single day at the hotel will cost you Rs. 1000 to Rs. 2000. The Outlets No. Of Covers Working Hours Avg. Revenue/Day(2011) Non A/C Restaurant 34 7 Am- 10 Pm 6000
  • 35. 35 lower ends of the group of hotels in Athirapally are the budget hotels. With very minimum facilities, rooms here can cost you around Rs. 800 a day. Air conditioning is required. Table 9 Major Competitors (Source: Field Survey) Name Area Distance From Waterfall Min Price (Rs) Rainforest Resort Athirapally Falls Athirapally Waterfall Road 2.2 Km 8,912 River Rock Villas Vettilappara 1 Km 1226
  • 36. 36 Part C – SWOT Analysis 11. Table showing the various attributes of motel Araam (five scale table) ATTRIBUTES Very poor Poor Avera ge Goo d Exc elle nt Location  Accessibility  1 Nearby attractions  Motel facilities  Room facility  Restaurant image  Restaurant ambience  Architectural style  Commitment of Employees  Attitude of employees  Skill of the employees  Professionalism of employees  Safety & Security  Effectiveness of Waste Disposal  Energy saving devices  Water saving devices  Government support  Sufficient availability of land space  Effectiveness of Complaint Handling  Service Efficiency  House Maintenance  Financial Stability  Effectiveness of Training  Hygiene maintained  Flexibility in decision making for managers  Employment to local people  Employee retention program  Quality of promotional activities  Pricing strategy  Employee turnover  Participation of local people  Public relations  Staff welfare measures  Availability of clean water 
  • 37. 37 Table 10 SWOT Analysis (Source: Field Survey) STRENGTHS Public organization under Govt. Reputation of the organization in the tourism industry. It is among the group of KTDC hotels. Location of the hotel, near to Athirapally Waterfall This Motel has a got a good natural beauty around, near to the magnificent waterfall WEAKNESS Very business oriented and not family oriented No special transportation shuttle. The hotel staffs are not well trained in guest handling and behaving with the guest. Lack of water saving devices Lack of safety measures OPPORTUNITY Dynamic growth in emerging market. Upgrade to international methods of work. Located on the way to Athirapally falls Government support. House maintenance. Innovation in technology THREAT Competitions from hotels like River rock Villas, Rainforest Resort the hotels Marketing strategy. Competitors upgrading to international standards of work ethic. Issues with Trade Unions Lack of no rooms
  • 38. 38 STRENGTHS • Public organization under Govt. KTDC being a government agency enjoys all the credits of the government. The Policies and strategies for motel Araam under KTDC are been formulated by the government body. • Reputation In Kerala, KTDC is well known for its contributions to the boosting of tourism in Kerala. So it is well known to the tourists all over India. • Chain of hotels Motel Araam is one among the properties of KTDC. The chain properties have a special recognition in the hospitality industry. • Location The motel is located near to the Athirapally waterfalls. It is very easily accessible from airport, railway station and bus stand as the hotel is very near to it. • Brand image The hotel being a product of KTDC is having a good image in the tourism of Kerala. It is Mascot hotel that comes into the mind of each and every guest when think or say about KTDC and hospitality in Kerala.
  • 39. 39 • Beautiful ambience The motel is having one of the best gardens View to the nature. Also the motel building and the beauty surrounded the motel just give great pleasure to the guests. WEAKNESS • Business oriented The motel business is mainly focusing on Restaurant clients and the food served there is very costly. They not consider the aspect of Customers. • Transportation shuttle As a property of K.T.D.C located near to one of major Tourist destination hub, the motel do not have any transport vehicle of its own to transfer guests from motel to tourist destinations and vice versa and also elsewhere. The motel needs to arrange the car or taxi from an external agency to transfer its guests. It‟s a drawback of the motel. • Commitment of employees It is observed that the commitment of employees towards their duty is not up to the mark. This is mainly because of lack of training and appraisal programmes. . The Architectural style The architectural style is not much impressive. At least they have to build it in a Kerala style building that makes lots of differences. . Lack of water saving devices Now a day‟s water conservation is the main issue. The major issue is that this unit is step back towards facilitating better water saving devices.
  • 40. 40 . Lack of safety measures The major weakness of this unit is that, they are not facilitating the safety measures. The motel I located near to the forest and the waterfall they have to facilitate the safety measures. OPPORTUNITY • Dynamic growth in emerging market. The tourism market in global level is found to be increasing each year. So it is an opportunity for the hospitality to rise up to the international standard to bring in more and more customers. Athirapally waterfall is the major attraction near to the motel, increasing the opportunity for more development in the development of motel. • Upgrade to international methods of work. To attract and retain international visitors and travelers it is very essential to upgrade the method of working and management as per the needs and wants of international standards. This can be achieving by undergoing training and conducting classes on the recent trends in the hospitality industry to the employees of the hotel. • Located on the way to Athirapally and Vazhachal The major advantage of the motel is, located near to the Athirapally and Vazhachal road. The tourists to the waterfalls are the major customers of the motel. • Government support. Motel Araam is being a public organization; it could function and carry out its business activities with the help of the other government organizations too. They can have an agreement so that the government guests of other organizations could stay in motel, by providing the rooms at a discounted rate. This will help the hotel to retain guest all round the year.
  • 41. 41 • House maintenance. Talking about house maintenance, the motel has a great opportunity for improvement. They are poorly maintained. • Innovation in technology Fully automated reservation and registration process, ATM counters within the motel property. Makes improvement in all the possible up gradation. THREAT • Competition from hotels like River rock villas and Rain Forest resorts The private hotel establishments are found to be threat for the K.T.D.C motel. They have well established promotional activities and management style that of International standards which are found to be attractive to many travelers. • The motel marketing strategy. As Motel Araam is a KTDC property, the marketing and promotional activities are carried out by KTDC itself. The hotel as such has no authority for marketing itself. As a hospitality sector it is necessary to have a satisfactory marketing technique to retain customers, which is lacking in Mascot hotel. • Issues with Trade Unions Trade unions have major role to play in the functioning of the hotel as it deals with the employees of some public organizations. The frequent demands and requirements of the trade unions which are not acceptable to the management will end up in issues.
  • 42. 42 . Lack of no of Rooms The major problem of this unit is, they are lacking in no of rooms available. The motel Araam Athirapally unit is short in no of rooms. This is the major problem faced by this unit. 12. Issues and Suggestions by Unit officer As per the surveys, the major issues and suggestions from the Unit Officer is all about the Renovation and Construction of Motel building, Rooms and dormitory. As per the studies, it says that the Location of the Motel doesn‟t helps in the business of Motel and Restaurant.
  • 43. 43 CHAPTER 5 MAJOR FINDINGS AND CONCLUSIONS
  • 44. 44 1. Findings – Profile of Motel Based on the Organizational Study these are some of the observations: 1. There are only two rooms for availing the guests to stay: The motel Araam provides only two rooms for accommodating the guest. This is the major finding from this survey. 2. The motel Architectural style is not attractive: The Architectural style of the building is not attractive and the outlook given by the motel is not so impressive. 3. The motel doesn‟t have any E-mail Id - which means the motel doesn‟t have the facility of direct online booking. The customers have to book the rooms via Central reservation centre. 4. No Garage facility The motel doesn‟t have any garage facility, and there is no facility for car washing, no mechanic on call. 5. The Motel has got excellent location and accessibility. The motel is located near to the Athirapally falls and also Bus station and railway stations are easy to reach, with in 32 Km‟s. 6. The Motel has got less promotional activities. The motel is lacking in the promotional activities. 7. The facilities of the Motel are not coping with the modern requirements of the customers. The motel is not at all equipped with new modern tools. 8. There is the lack of BAR facility. 9. There is lacking in keeping accurate and up-to-date records on room occupancy and repeated customers. 10. Average length of stay of guest is only one day.
  • 45. 45 Business Management 11. The motel accepts only the cash payment. 12. The motel didn‟t has any employee retention programs. 13. Monthly programmes were conducted to get feedback from guests. 14. Restaurant and motel is located in a single building. 15. Outsourcing of motel business like laundry, Gardening cleaning, etc to local community. 16. Walk-ins are the major source of business. 17. Keeping the contact with previous customers via using Greeting cards, and phone calls. 18. Changing the bed linen according to the arrival of the guests. 19. Polishing of cutleries done weekly 20. Advance reservation is also there. 21. This Unit has sufficient no of Employees 22. Public Area cleaning and polishing is done weekly. 23. The motel has regular customers in restaurant from the local areas and walk-ins. 2. Suggestions Based on the studies and findings these are some suggestions that helps the motel to increase the business. 1. Maximizes the opportunity for publicity The motel needs to maximize the opportunities for make the motel familiar to the public. 2. More infrastructural facilities can be built up Building of new rooms and dormitories can help the motel to increase the business 3. While recruitment select the qualified candidates as staffs.
  • 46. 46 4. A better communication channel has to be followed between managers and employees. 5. Tie up with tour operators. Now the Hotel has got no business with any of the tour operators but this has to be changed. The Hotel must look for more ties up the tour operators and must have enough business with them which will increase the business of the Hotel. 6. The motel should have more no. of advertisement board on road, so it comfortable for the tourist to find the motel place. 3. Conclusion Tourism is one among the major revenue generating industries in India. The exotic cultural treasures, the wide open spaces, the unique and scenic natural beauty acts as a catalyst for the development and growth of India as a global tourist destination. India offers a wide variety of attractions to its visitors with Kerala as an inevitable part in it. Hospitality industry has enhanced the scope of development of tourism industry. KTDC, a government agency has established a number of units providing accommodation and all other required facilities to the guests. The mini project in the Motel Araam provided me with the opportunity to observe and know the working of the particular Unit. It provided me with valuable insights on managerial and practical aspects of management. The organization study was helpful in getting an understanding of the organization, various functions, and the overall operation of organization. The study helped to gather much more information on the practical application of management principles. The efficiency and effectiveness of the operations help to achieve their organizational goals effectively. The training also enabled me to know the Strength Weakness Opportunity and Threat of the motel. This study helps to understand the facilities that a motel must have, helps to know more about the motel business and the community linkages of the motel, how the motel is managed to combine both the internal and external people i.e. Local Community. This survey helps me to know more about the way of conducting the survey and the preparation of Questionnaire.
  • 47. 47 Bibliography 1) Websites www.ktdc.com www.ktdc.in www.ktdc.net www.emeraldinsight.com www.managementstudyguide.com www.hospitality-industry.com www.hotelassociationofindia.com 2) KTDC brochures 3) Books John R Walker & Josiely J Walker (2012), Exploring the Hospitality Industry, Dorling Kindersly India private limited. Ravishankar K V, (2005), Tourism India, Thiruvanathapuram Handbook. Sudhir Andrews, (2007), Hotel Housekeeping, Tata McGraw-Hill publishing company limited C.R Kothari n- 2nd edition (2004) Research Methodology- New age in publications.
  • 48. 48 APPENDIX SURVEY QUESTIONNAIRE
  • 49. 49 QUESTIONNAIRE 1. Name & address of Motel : ………………………………………………...................................................... 2. E- Mail Id : ……………………………………………….. 3. Contact Number....................... 4. Date of Establishment : …………….......... 5. 5. Land Area: ……….......…Acre……….....……Cent 6. Ownership of Building : ……………………………………... 7. Distance (km) from nearest : Airport……………… Railway Station……………… Bus Station.............. 8. Room Details (GR=Guest Room BR=Bath Room Y = Yes N = No) . 9. Garage Facilities Categ ory No. of rooms AREA (Sq.Ft. ) Roo m Tarif f Room Servic e (Y/N) Bath Attac hed (Y/N) T.V (Y/N ) Gar age Are a Car parkin g capaci ty Oth er GR BR Attributes Yes No Nearby On request Car washing Repairing Refuelling Mechanic on call Spare parts available Petrol pump
  • 50. 50 10. How many employees are working in the hotel? 11. Outlet Outlets No. Of Covers Working Hours Avg. Revenue/Day(2011) A/C Restaurant Non A/C Restaurant Dept: Category Rece ption F& B Pdn: F & B Servic e Eng: & Maint : Securi ty Other s Male KTDC Contract Outsource Employees Permanent Local People (With in the Dist.) Femal e KTDC Contract Outsource Employees Permanent Local People (With in the Dist.)
  • 51. 51 Beer Parlor 12. Average Length of stay in 2011? Foreign Domestic 13. Mode of payment accepted? Cash Credit card Debit card Travel Voucher 14. How do you make the employees aware of duties? Meetings Daily Briefing Notice Circular Orientation Others..................... 15. Do you have any employee retention program? No If Yes, Specify........................................... 16. How often programmes are conducted to get Feed Back from Employees? Quarterly Half Yearly Yearly Not Conducted 17. What kind of building do you have for restaurant? Single building Open air Cottages Shacks 18. How the local people behave to guests? Excellent Good Bad 19. To which hotel do you direct the Guest, if room is not available?
  • 52. 52 ..................................................................................... 20. Do you outsource any part of your business to the local community? Yes No 21. If yes, which are they? Cleaning Gardening Maintenance Security Any Other (Specify)....................................... 22. Do the local people face problems from guests? Yes No 23. Have you received any complaint about the local people from the guests? No If yes, Specify......................................... 24. Do you collect feedback from guests? Yes No 25. Type of Guest demanding rooms? Walk- In Govt. Officials Other (Specify) ........................................ 26. How do you keep contact with previous customers? Greeting Cards E-Mail Calls None 27. Do you have sufficient stock of Linen? More Sufficient Less
  • 53. 53 28. How often you change Bed Linen? Daily According to Arrival On guest Request 29. How often polishing of Cutleries is done? Weekly Fortnightly Monthly Yearly 30. Do you receive any advance booking? Yes No 31. What are the strategies adopted in special Occasions/ Festivals............................................................................... 32. Do you have sufficient stock of Room Amenities? More Sufficient Less 33. How often public area polishing is done? Weekly Fortnightly Monthly Yearly 35. Do you have sufficient number of employees? 36. Methods used for Waste Disposal? More Sufficient Less F & B Service F & B Production Cleaning Methods Bio-Degradable Non Bio-Degradable
  • 54. 54 37. Products that you prefer from Local Community? Egg Vegetables Handicraft Milk Fish None 38. Do you have any regular customers in restaurant? Yes No 39. Time taken to serve food after taking order? 2-5Min 5-10Min 10-15Min More than 15 Min 40. Do you provide special rate for regular customers? Yes No If yes, Specify details ........................................... 41. Do you provide the customers with packed food? Yes No If yes, which is the most demanded food ..................... 42.Issues/Suggestions………………………………………………………… ………………………………………………………………………………………… ………………………………………………………………………………………… ……………………………………
  • 55. 55 43. Please rate the following ATTRIBUTES Very poor Poor Average Good Excellent Location Accessibility Nearby attractions Motel facilities Room facility Restaurant image Restaurant ambience Architectural style Commitment of Employees Attitude of employees Skill of the employees Professionalism of employees Safety & Security Effectiveness of Waste Disposal Energy saving devices Water saving devices Government
  • 56. 56 support Sufficient availability of land space Effectiveness of Complaint Handling Service Efficiency House Maintenance Financial Stability Effectiveness of Training Hygiene maintained Corporate policies Flexibility in decision making for managers Employment to local people Employee retention program Quality of promotional activities Pricing strategy Employee turnover Participation of local people
  • 57. 57 Public relations Staff welfare measures Availability of clean water