PROJECT REPORT

ON
GUEST SATISFACTION & RETURN TO THE VALUE
FOR MONEY IN THE SOCIETY
WITH REFERENCE TO GATEWAY HOTEL GANGES

In fulfilment of the requirements for

Master of Business Administration (MBA)
(2015-2017)
SUBMITTED TO:

SUBMITTED BY:

Mr. RAHUL SINGH

Assistant Professor

NEHA GAUTAM
MBA - III sem
Roll No. 1510670057

DECLARATION
I hereby declare that the Project report titled

GUEST

SATISFACTION & RETURN TO THE VALUE

FOR MONEY IN THE SOCIETY WITH
REFERENCE TO THE GATEWAY HOTEL
GANGES is my original work and has not been published or
submitted for any degree, diploma or other similar titles elsewhere.
This has been undertaken for the purpose of partial fulfilment of
Master of Business Administration at school of management sciences
Varanasi.

DATE:
NEHA GAUTAM
ROLL NO- 1510670057

PREFACE
2

This project report attempts to bring under one cover the entire hard
work and dedication put in by me in the completion of the project
work on "GUEST STISFACTION & RETURN TO THE VALUE
FOR MONEY IN THE SOCIETY" with reference to the gateway
hotel Ganges.
I have expressed my experiences in my own simple way. I hope who
goes through it will find it interesting and worth reading. All
constructive feedback is cordially invited.

ACKNOWLEDGMENT
It is really a matter of pleasure for me to get an opportunity to thank
all the persons who contributed directly or indirectly for the
successful completion of the project report, GUEST
SATISFACTION & RETURN TO THE VALUE FOR MONEY IN
THE SOCIETY'' With reference To the gateway hotel Ganges.
First of all I am extremely thankful to my college the school of
management sciences, Varanasi for providing me with this
opportunity and for all its cooperation and contribution. I also express
my gratitude to my Project mentor and guide MR. RAHUL SINGH.
I am highly thankful to our respected project guide for giving me the
encouragement and freedom to conduct my project.
I am also grateful to all my faculty members for their valuable
guidance and suggestions for my entire study.
I would also like to thank the gateway hotel Ganges team for
extending their valuable time and cooperation.

NEHA GAUTAM
MBA-III SEM
ROLL NO- 1510670057

INDEX
4

Page No.
1. INTRODUCTION TO HOTEL INDUSTRY

6-25

What is the project?

Outline of the project
Objective and scope of the project
2. RESEARCH METHODOLOGY

26-30

Types of Research
Data type
Sampling unit
Sample size
Sampling method
Data collection tool
Data analysis technique to be used

3. DATA ANALYSIS RESULT AND INTERPRETATION31-42

Data presentation
Data analysis results
Interpretation of results
4.FINDING

43

5. RECOMMENDATION

44

6. CONCLUSION

45

7. BIBLILIOGRAPHY

47

8. ANNEXURE

47-49

INTRODUCTION TO HOTEL INDUSTRY

One of the fastest growing sectors of the economy of our time in the
hotel industry .The hotel industry alone is a multi billion dollar and
growing enterprises. It is exciting, never boring and offer unlimited
opportunities. The hotel industry is diverse enough for people to work
in different area of interest and still be employed within the hotel
industry. The trend is not just in India, but also globally.

HOTEL THE CONCEPT

The common law says that hotel is the place where all who conduct
,themselves properly and who being able and ready to pay for their
entertainment ,accommodation and other services including the
boarding like a temporary home. It is a home away from home where
all the modern amenities and facilities are available on a payment
basis. It is also considered to be a place where tourist stops, cease to
be travellers and become customer.

CLASSIFICATION OF HOTELS
A) FIVE STAR HOTEL
The most luxurious and conveniently located hotels in the India are
group under the five star deluxe hotels categories. Five stars deluxe in
India are globally competitive in the quality of service provided,
facilities offered and accommodation option.

B) FOUR STAR HOTEL

These hotels provide all the amenities to the travellers with a limited
budget .quality of service are almost as high as the five stars and
above categories.

C) THREE STAR HOTEL

These are mainly economy class hotels located in the bigger and
smaller cities and catering to the needs of budget travellers .lesser
amenities and facilities.

D) TWO STAR HOTELS

These hotels provide all the basic facilities needed for general
accommodation and offers lower price.

E) ONE STAR HOTEL

The hotels with most basic facilities, small numbers of rooms
location on far flung area are grouped under one star hotel category.

DIFFERENT
INDUSTRY

DEPARTMENT

IN

HOTEL

CORE FUNCTIONING DEPARTMENT

A) FOOD AND BEVERAGE DEPARTMENT
Food and beverage service allied activities. Different divisions on
there in Food and Beverage like Restaurant, Speceality Restaurant,
Coffee Shop, Bar, Banquets, Room service etc.

B) FRONT OFFICE DEPARTMENT

The front office is command post for processing the reservation,
registering, guests, selling guest account and checking out guest.

C) HOUSEKEEPING DEPARTMENT
Housekeeping is responsible for cleaning the hotels guest room and
public area .the department has the largest staff, consisting of an
assistant housekeeper, room inspectors, room attendant and personal
charge of employee uniform.

D) FOOD PRODUCTION DEPARTMENT

Food production department deal the preparation of food item.

SUPPORT DEPARTMENT
A) MARKETING AND SELLING DEPARTMENT
Sales and marketing has become one of the most vital functions of the
hotel business and an integral part of modern hotel management .it
include packaging for selling, sales promotion, advertising and public
relation.

B)
ENGINEERING
DEPARTMENT

AND

MAINTENANCE

This department provide on the day to day basis utility services,

electricity, hot water, steam, air conditioning and the other service and
is responsible for repair and maintenance of the equipment, furniture
and fixtures in the hotel.

C) FINANCE AND ACCOUNTS DEPARTMENT

The accounting department does more than simply keep the books
financial management is perhaps a more appropriate description of
what the accounting department does.

D) HUMAN RESOURCE DEPARTMENT

The department has newly taken step in the hotel industry. It plays the
role of facilitator between the cadre and non-bargain able cadre.
9

INTRODUCTION
Jamsetji Nusserwanji Tata (3 march 1839-19 may 1904) was an
Indian pioneer industrialist, who founded the Tata Group Indias
biggest conglomerate company. He was born in a Paris Zoroastrian
family in Navsari then apart of the princely state of Baroda. He
founded what would later become the Tata Group of companies.
Tata is regarded as the legendary Father of Indian industry. He
had four goals in life setting up an iron and steel company, a world
class learning institution, a unique hotel and a hydro electric plant.
Only the hotel becomes a reality during his life time with the
inauguration of the Taj Mahal hotel at colaba water front in Mumbai
on December 1903. Taj group is an Indian multinational
conglomerate holding company headquarters in Mumbai Maharashtra,
India .it was founded in 1868 by Jamsetji Tata and gained
international recognition after purchasing several global companies. It
is one of the Indians largest conglomerates. In 2014-15 the revenue
of Tata companies taken together, was 108.78 billion .These
companies collectively employee over 60,000 people.
10

COMPANY/
PROFILE
THE GATEWAY HOTEL,
GANGES

11

THE GATEWAY HOTEL GANGES

The hotel is set amidst 40 acres of lush green gardens it is constructed
in the holy Swastik shape. This is the hotel in the city classified as 5
star deluxe hotels. Gracious and contemporary interiors, personalized
service and The Gateway hotels unique style are complemented by
Varanasis magical experience at Ghats. The Gateway hotel, Ganges
offer recently renovated & refurbished world class contemporary
rooms & suites with choice of view ranging from the lush garden or
the swimming pool. The hotel has 130 rooms, including Standard
rooms, Executive rooms, Executive suites, deluxe suites.LCD TV
with satellite programs, International direct dialling facility , Wi-Fi
internet access, Tea /coffee maker , minibar, electric safe. Facilities
like business centre, audio-visual equipment, workstations, secretarial
service, spa laundry /dry cleaning service, travel assistance; currency
exchange .there is two restaurant Gateway
All day dining (GAD) and varuna. The Gateway hotel Varanasi has
two banquet halls Gulab Bagh and nadesar hall.

NADESAR PALACE
Nadesar palace built by the east India Company and acquired by
Maharaja Prabhu Narian Singh in the 19th Century. It was restarted in
2009. The place is named after goddess Nadesari. It has 10 suites 2
royal suites, 4 historical suites, 4 palace rooms.

12

THE GATEWAY
HOTEL FACILITIES

24 Hour business Centre

High speed internet with Wi-Fi option
Audio visual equipment available
Workstations
Facsimile, photocopier facilities
Secretarial services
Complimentary newspapers and periodicals
Shopping arcade

SERVICES AND AMENITIES

24 HOUR room service
Laundry service/valet
Doctor on call
Travel assistance
Car hire service
Currency exchange

WELLNESS AMENITIES
Fitness centre
Swimming Pool

EXPERIENTIAL LEARNING
I have worked in a sales department.
Sales department is the division of a business that is responsible
for selling products or providing services according to reference.com.
It is also known as the sales division and is partnered with marketing
in a reciprocating relationship within the world of business.
13

Under sales department I have worked in Reservation.

Hotel reservation is all about booking in advance or we can say that
advance booking of rooms
In Reservation department I have experienced How to update a group
chart, activity list, cancellation policy.

GROUP CHART
A chart comes from ITD (international travel department)
.International travel department play a major role in booking the
rooms. It is a source where we have to book the room .if the rooms
are more than 5 then through ITD the rooms are booked. The head
quarter is in Mumbai .It controls the interior hotel world. Basically
group chart is all about updating the information regarding booking &
confirmation .it includes Name of the company ,categories like check
in & check out of the guests ,bookers name ,travel agent ,type of
rooms(standard room, executive room, deluxe suites ,executive suites)
they will look for all this above including the rates ,how many person
will stay, through which market i.e.;(series or adhoc).

Cancellation policy
14

Cancellation policy is applied for the cancellation of the booking

(rooms). For cancelling the rooms there are two of policy.i.e.

1-FIT (free individual traveller)

Through FIT we have to cancel a booking within 30 days.

2-Series
Through series we have to cancel a room within 45 days.

GROUP VISION
Embrace talent and harness expertise to leverage standards of
excellence in the Art of Hospitality to grow our international
presence, increase domestic Dominance and creative value for all
stakeholders.

GROUP MISSION
Embrace talent and harness expertise to leverage
We are committed to meeting and exceeding the expectations to
our guests through our unremitting dedication to every aspect of
service.
We are committed to the growth, development and welfare of
our people upon whom we rely to make this happen. We shall
continue with Taj tradition of pioneering in hospitality industry.

15

TAJ Hotels Resorts and Palaces

16

Type

Public company

Parent

Tata Group

Industry

Hospitality and tourism

Founded

1881

Founder

Jamsetji Tata

Headquarters

Mumbai, Maharashtra, India

Tagline/Slogan

Indias leading hospitality chain

IMPORTANCE OF STUDY
Its provide guideline for further research in area for organized hospitality.
Research says about customer behaviour towards the gateway hotel. The
research is also important to identify Market size, growth and Market Potential
of The gateway hotel. The research shows future Scenario of The gateway hotel
in current perspective. The study shows Opportunities and challenges for the
gateway hotel respect of internal & external environment. Research says about
main competitors in the field of organized Hospitality sectors. The studies
provide guideline to further extension of the gateway hotel. The study provides
help to know the customers satisfaction with the gateway hotel.

SCOPE OF STUDY
The scope of this research is to identify the buying behaviour of customers of
the gateway hotel. This research is based on primary data and secondary data. It
provides help to further the research for organized hospitality sector. It aims to
understand the skill of the company in the area like technological advancement,
competition in management.

OBJECTIVES
17

 To analyze how the mix influence the customer satisfaction level.

To determine the current status of the gateway hotel.
To study the satisfaction level of customers with regard of the gateway
hotel.
To find out the buying behaviour of the customers coming in to the
gateway hotel.
To identify main competitors of the gateway hotel with regard to services.

CORE VALUES

People diversity, integrity and respect

Passion for excellence
Exceed expectations
Innovations
Sense of urgency and accountability Joy at work

MARKETING MIX
4 PS of the gateway hotel
PRODUCT MIX
Their core product is space .this space is supplemented with the
services they provide like the restaurant, health club, banquets,
bar, business centre.
Their other supplementary products also include move
arrangements, ticketing, airport pick-ups etc.

PLACE MIX

18

 To ensure timely delivery of their services, they have set

processes in place and in case of failure or delay of service;
they trained their staff to communicate they delay to the
customer in the right manner.

PROMOTION MIX
The gateway holidays summer package to boast occupancy in
their hotels.
They carry out their promotions by means of calendars,
monthly letters to their inner circles customers, informing
them about their upcoming events.
The gateway hotel takes parts in exhibitions wherein they
promote theirs holidays packages.

PRICE MIX
The target audience that the gateway carter to are one who come
the gateway for its ambience and world class standard, therefore
they say that their price are justified as they help the gateway
retain exclusivity that it stand for.

19

GUEST SATISFACTION
& RETURN TO THE VALUE
20

FOR MONEY IN THE

SOCIETY

21

GUEST SATISFACTION
MEANING OF GUEST SATISFACTION
The degree of satisfaction provided by goods or services of
hotel industry is measured by the number of repeated
customers.
Guest satisfaction is defined as the number of customers, or
percentage of total customers, whose reported experience with
a firm, its products, or its services exceeds specified
satisfaction goals.
TOOLS OF GUEST SATISFACTION1. Guest expectations- From receiving quick service to
bending the standard practices- such as extending a guest
check out in a hotel.
2. Deliver on promise- From being consistent to making sure
the guests receive the same awesome service to doing what
you, you will do, dont drop the ball when it comes to what
you say, you will offer.
3. Customer Loyalty- Happy customers are loyal customers.
Be sure you have items on hand so when your customer needs
you and your product, everything should be available.

22

Customers services offered by The gateway

hotel
THE GATEWAY
HOTEL FACILITIES
24 Hour business centre
High speed internet with Wi-Fi option
Audio visual equipment available
Workstations
Facsimile, photocopier facilities
Secretarial services
Complimentary newspapers and periodicals
Shopping arcade

SERVICES AND AMENITIES

24 HOUR room service

Laundry service/valet
Doctor on call
Travel assistance
Car hire service
Currency exchange

WELLNESS AMENITIES
Fitness centre
Swimming Pool

23

RETURN TO THE VALUE FOR

MONEY
The utility derived from every purchases or every sum of money
spent.
Value for money is based not only on the minimum purchase
price (economy), but also on maximum efficiency and
effectiveness of the purchase.
There are 4 key terms i.e.
Economy
Efficiency
Effectiveness
Equity
Value for money means when any guest pays any amount at any
hospitality industry and receives the expected services which give
them satisfaction according to their payment then the value in return
for their money is called as return to the value for money.
Guests expect good services or any product and when they receive
and find the effective use for their commodity is what we call as value
for money.
Hotel like Gateway which provides good quality of products like food
and beverages, room facilities and many other services to their guest
and when they utilise their money in what they expected in return to
the value for money.

24

SWOT ANALYSIS

SWOT ANALYSIS
25

1. Strengths

The perfect experience of Indian luxury living.

Employee retention due to good brand image.
Considered to be most premium hotel chain in India.
Top-of the mind brand recall.

2. Weaknesses
Limited market share due to tough competition from international and
domestic players.

3. OPPORTUNITIES
Introduce better membership plans
Improve hygiene standards
Upgrade to international methods to work
4. Threats
Competitors upgrading to international standard of work ethic
Expectation of clients in terms of technological development

26

RESEARCH
METHODOLOGY

RESEARCH METHODOLOGY
27

Methodology adopted for study Observing the working of various departments like finance.
Human resource, marketing, purchasing, production.
Discussion with the executives, managers, employees.
Visiting & surfing websites of company.

MeaningResearch Methodology is a set of various methods to be followed to find out the

various information regarding market strategy of different products. Research
Methodology is required in every industry for acquiring knowledge of their
products.

Area of studyThe study is exclusively done in the area of marketing. It is a process

requiring care, sophistication, experience, business judgment, and
imagination for which there can be no mechanical substitutes

Sources of Data

Primary Source

Secondary Source

28

Primary Source- The primary data was collected by means of a survey.

Questionnaires were prepared and customers were approached to fill up the
questionnaires. The questionnaire contains 15 questions which reflect on the
types and quality of services provided for the guests of hotel Gateway. The
response of the customer is recorded on a grade scale of strongly disagree,
disagree, uncertain, agree and strongly agree for each question. The filled up
information was later analyzed to obtain the required interpretation and the
findings.
Secondary Source- In order to have a proper understanding of the customer
service, the deep study was done from the various sources such as books; a lot
of data is also collected from the official websites of the hotel and the articles
from various search engines like Google, yahoo search and answers.com.

RESEARCH DESIGN
The research design is exploratory till identification of customer
comparison parameters. Later it becomes descriptive when it comes to
evaluating customer perception of customer service of the gateway hotel.
Descriptive research, also known as statistical research, describes data and
characteristics about the population or phenomenon being studied. Descriptive
research answers the questions who, what, where, when and how.
Although the data description is factual, accurate and systematic, the research
cannot describe what caused a situation. Thus, descriptive research cannot be
used to create a causal relationship, where one variable affects another. In other
words, descriptive research can be said to have a low requirement for internal
validity.
The description is used for frequencies, averages and other statistical
calculations. Often the best approach, prior to writing descriptive research, is to
conduct a survey investigation. Qualitative research often has the aim of
29

description and researchers may follow-up with examinations of why the

observations exist and what the implications of the findings are.

RESEARCH SAMPLE
SAMPLING PLAN:
Since it is not possible to study whole universe, it becomes necessary to take
sample from the universe to know about its characteristics.
Sampling Units: Customers of the gateway hotel.
Sample Technique: Random Sampling.
Research Instrument: Structured Questionnaire.
Contact Method: Personal Interview.

SAMPLE SIZE:
The work is a case gateway hotel .one of best hospitality industry together
representing great percent of the market share of Indian hotel sector. The
survey was conducted in the city i.e. Varanasi with 100 customers as
respondent.

DATA COLLECTION TOOL

Data is collected from various customers through personal interaction. Some
other information is collected through secondary data also. Data was collected
through a structured questionnaire, likert technique is used. Likert scale is
simply a statement which the respondent is asked to evaluate according to any
30

kind of subjective or objective criteria, generally the level of agreement and

disagreement is measured Likert scaling is a bipolar scaling method, measuring
either positive or negative response to a statement
The questionnaire consists of two parts. The first part consists of three questions
concerning the demographic information of the respondent such as the name,
age, educational qualifications and income. The second part consisting of 15
questions exploring the respondents perception about the hotel

RESEARCH LIMITATIONS
The study is done only for the gateway hotel. Confined to a particular location
and a very small sample of respondents. Hence the findings cannot be treated as
representative of the entire hospitality industry.
Respondents may give biased answers for the required data. Some of the
respondents did not like to respond.
Respondents tried to escape some statements by simply answering neither
agree nor disagree to most of the statements. This was one of the most
important limitations faced, as it was difficult to analyses and come at a right
conclusion.
In our study we have included 100 customers because of time limit.

31

DATA
ANALYSIS

Q1- Is this your first visit to this hotel?

32

(a) Yes

(b) No

Particulars
Yes

Frequency
13

Percentage
13%

No

87

87%

Total

100

100

percentage

13
Yes

No

87

INTERPRETATION- This graph shows that 87%

Guests say that it was their first visit to this hotel.

33

Q2- What is the main reason for your visit to this hotel?
(a) Rest & leisure
(b) Business
(c) Corporate / conference
(d) Cultural / Religion
Particulars
Reason for visit
Rest & Leisure
19
Business
21
Corporate/Conference
24
Cultural/Religion
36
Total
100

Percentage
19%
21%
24%
36%
100%

reason for visit

19

Rest & leisures

36

Business
21

corporate/conference
culture/religion

24

INTERPRETATION- Through above pie chart we can say that

the main reason for visit in this hotel was culture/ religion.

34

Q3- Have you tried to book a hotel rooms through hotel

website before?
(a) Yes

(b) No

Particulars
Yes
No
Total

Hotel website
69
31
100

percentage
69%
31%
100%

Sales

Yes

31

No

69

INTERPRETATION- through above pie chart we can say that

69 % of guests book their rooms through hotel website

35

Q4- Do you think online reservation system is convenient

for guests in hotels?
(a) Yes

(b) No

Particulars
Yes
No
Total

Online reservation
73
27
100

percentage
73%
27%
100%

online reservation is convinient

27%
Yes

No

73%

INTERPRETATION- This graph shows that the maximum no.

Of guests found online reservation convenient at hotel.
36

Q5- What things will attract you in booking through hotel

website?
(a) Best offers
(b) Brand
(c) Membership discount
(d) Additional services
Particulars

Things which attract

through hotel website
27
44
19
10
100

Best Offers
Brand
Membership discount
Additional services
Total

percentage
27%
44%
19%
10%
100%

Booking through internet will attract

10%
27%
19%

Best offers
Brand
Membership discount
additional charges

44%

INTERPRETATION- This graph shows that the maximum no.

Of guests are attracted booking through internet.

37

Q6- Do you think that online reservation system is essential

for hotels?
(a) Essential
(b) Not essential
(c) Unnecessary
Particulars
Essential
Not essential
Unnecessary
Total

Online reservation
77
14
9
100

Percentage
77%
14%
9%
100%

9%
14%

Essential

Not essential

77%

Unnecessary

INTERPRETATION- this graph show that the maximum

77% guests say that online reservation is essential for hotel.

38

Q7- How did you book your visit?

(a) Taj reservation website
(b) Travel agent
(c) Other travel agent

Particulars
Taj reservation
website
Travel agent
Other travel agent
Total

frequency
61

percentage
61%

26
12
100

26%
12%
100%

12%

26%
Hotel reservation website

Travel agent

62%
other travel agent

INTERPRETATION- through above graph 61% of guests

book their rooms through hotel reservation website.

39

Q8-How would you rate your overall service experience at

our hotel?
(a) Highly satisfied
(b) Satisfied
(c) Highly dissatisfied

Particulars
Highly satisfied
Satisfied
Highly dissatisfied
Total

Experience at hotel
38
57
05
100

Percentage
38%
57%
05%
100%

experience at hotel

5%
Highly satisfied

Satisfied

38%

Highly dissatisfied

57%

INTERPRETATION- the maximum no. of guests are 57%

who rated as satisfied with the service at hotel Gateway.

40

Q9- How would you rate the service you received during
your stay?
(a) Excellent
(b) Good
(c) Average
(d) Poor
Particulars

Services during
your stay
43
31
24
2
100

Excellent
Good
Average
Poor
Total

percentage
43%
31%
24%
2%
100%

service at hotel

2%
24%

Excellent
43%

Good
Average
Poor

31%

INTERPRETATION- 43% of guests is satisfied with the hotel

service.
41

Q10- Response regarding whether the guests are

satisfied with the room facilities of the hotel?
(a) Strongly satisfied
(b) Satisfied
(c) Slightly satisfied
(d) Dissatisfied
(e) Strongly dissatisfied

Particulars

Responses of

percentage

guest
Strongly satisfied 23
Satisfied
30
Slightly satisfied 20
Dissatisfied
18
Strongly
09

23%
30%
20%
18%
09%

dissatisfied
Total

100%

100

42

Response of guest

9%

23%

18%

Strongly satisfied
Satisfied
Slightly satisfied
Dissatisfied

20%

30%

Strongly dissatisfied

INTERPRETATION- 30% of guest is satisfied with the

room facilities of hotel.

43

FINDINGS OF THE REPORT

The Gateway hotel is undoubtedly number one Hospitality in India. It has
built emotional & cordial relationship with its customer.
They are also intending to build long term relationship with all its
stakeholders which are very essential for successful business venture.
In order to attract customer they should provide good services or product
facility.
According to research I found that most of the people were affected &
attracted with offers and schemes.
Consumer chooses hotel to stay because they all want variety and brands.
According to customers it is economical as compared to other places
According to research I have found that most of the people were affected
& attracted with offers and schemes. So, they should employee those
people who are well trained to provide information to customer regarding
new things to enhance its customer services.

44

RECOMMENDATIONS
Advertising is the basic and most prominent tool to increase the
awareness of product. So, the gateway hotel, should use this tool to
increase their share in the market.
Hotel business is successful only when they have a good customer
services. Customer loyalty can only be gain by providing good or
satisfied services to the customers.
Quality plays a major role because most respondent said that they want a
quality product and services.
Customers are very price conscious they have many options in the
market. The following steps should opt : Should follow more of high low pricing rather than everyday low pricing
Should go for an occasional offer as it holds more of the loyal customers.
Should provide good customer services so those customers like to visit
again.
Proper training should be provided to the employee so that they can deal
with customer efficiently
Various offers can be provided to them to attract new customers.
Quality in product should be reached up to mark.

45

CONCLUSION
As most of the Hospitality industries did market research before entering
into market. Same thing was done by The Gateway hotel, Location,
market, consumer perception analysis was done by it. The Gateway hotel
can attract more customers by different variety of product and service as
compare to other hotel.
We can conclude that The Gateway hotel has one of the major Hospitality
industries in India.
There exist a healthy & strong relationship between employees and
managers.
Working environment is good and also the various facilities are provided
to increase the customer service.
The employees accept their responsibility wholeheartedly and perform
the services in well manner that satisfied the customers.

46

BIBLIOGRAPHY
1. Philip Kotler, marketing management.
Web sites
1- www.tajhotels.com
2 - www.Gatway.varanasi@tajhotels.com
5- www.google.com
6- www.hospitalitynet.org

47

ANNEXURE
Respected Sir/Madam
I am student of School of management sciences, conducting survey on Guest
satisfaction & value for money in the market. All the data will be kept
confidential and will be used just for analysis of the project. I request you to tick
the option which in your opinion believes to be true.

Age:
Monthly Income Level:

Below Rs.10000

Rs.10000 Rs.20000
Rs.20000 Rs.30000
Above Rs.30000
Educational Qualification:

Under graduate

Graduate
Post Graduate

Q1- Is this your first visit to this hotel?

(a) Yes
( )
(b) No

( )

Q2- What is the main reason for your visit to this hotel?
(a) Rest & Leisure
( )
(b) Business
( )
(c) Corporate/ conference ( )
(d) Cultural/ Religion
( )
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Q3- Have you tried to book a hotel rooms through hotel website
before?
(a) Yes
( )
(b) No
( )
Q4- Do you think online reservation system is convenient for
guests in hotel?
(a) Yes
( )
(b) No
( )
Q5- What things will attract you in booking through hotel
website?
(a) Best offers
( )
(b) Brand
( )
(c) Membership discount ( )
(d) Additional Services
( )
Q6- Do you think online reservation system is essential for hotels?
(a) Essential
( )
(b) Not Essential
( )
(c) Unnecessary
( )
Q7- How do you book your visit?
(a) Taj reservation website ( )
(b) Travel agent
( )
(c) Other travel agent
( )
Q8- How would you rate your overall service experience at our
hotel?
(a) Highly satisfied
( )
(b) Satisfied
( )
(c) Highly dissatisfied
( )
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Q9-How would you rate the service you received during you stay?
(a) Excellent
( )
(b) Good
( )
(c) Average
( )
(d) Poor
( )
Q10- Response regarding whether the guests are satisfied with the
room facilities of the hotel?
(a) Strongly satisfied
( )
(b) Satisfied
( )
(c) Dissatisfied
( )
(d) Strongly dissatisfied
( )

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