CRM CASE STUDY ON

HOTEL SAMUDRA
PRESENTED BY :Aditi Kashyap(34)
Mamta Kumari(13)
Amrita Sindur(06)
Sachindra
Singh(48)
Shweta
Chandra(20)
Nitesh Kumar(41)
Akanksha

CONTENT
1. INTODUCTION TO
HOTEL SAMUDRA
2. HOTEL
MANAGEMENT AND
ABOUT HOTEL
SAMUDRAS GM
3. ABOUT SHINING
STAR CAMPAIGN
4. EFFECTS OF
SHINING STAR
CAMPAIGN
5. ACTION PLAN
6. CONCLUSION

BY ADITI KASHYAP
BY MAMTA KUMARI

BY SACHINDRA SINGH
BY AMRITA SINDUR

BY SHWETA CHANDRA
AND NITESH KUMAR
BY AKANKSHA SHARMA

HOTEL SAMUDRA
BACKGROUND

 1981- The Department of Tourism, Government

of Kerala along with the Kerala State Tourism
Corporation Limited(KTDC) developed a major
deluxe beach resort hotel at Kovalam near
Trivandrum.
PROJECT VISION Construction of a central
complex , in a style reminiscent of the early
Spanish-Californian architecture, and 68 guest
rooms and suits located in freestanding ,two
storey villas.

CATEGORY : Premium Beach

Resort
Samudra - the beach garden hotel
The name of this beach resort itself means "the
ocean" and it is an ideal place to enjoy the
fullness of the beauty of Kovalam, the
enchanting beach destination.
It has :Rooms Overlooking the sea
Noted destination for incentive meeting
Extensive beach garden
Adjacent to the renowned Kovalam Beach
Ideal location for Ayurveda therapies

FACILITIES
Restaurant
Beer Parlor
Swimming pool
Travel assistance
Car hire
Laundry
Doctor-on-call
Currency
exchange
Wi-Fi Facilities

HOTEL MANAGEMENT
Senior vice
president
of KTDC in
Trivandru
m
Shyam
Kumar, GM
of hotel
Samudra
Hotel
resident
manager

Directors of
marketing,
food and
beverages
and personnel

Chief
engineer

Controller

CAREER PATH OF MR.SHYAM

TAJ GROUP
OF HOTELS

OBEROI
GROUP,
MUMBAI

ITDC ASHOKA
HOTEL, NEW
DELHI

HOTEL
MASCOT,
TRIVANDRU
M

SAMUDRA
HOTEL AS
RESIDENT
MANAGER

AMBASSADOR

ITDC
HOTELS,
UK

HOTEL
SAMUDRA
AS GM

HOTEL,
MADRAS &
GRANT HOTELS,
CALCUTTA

SHINING STAR CAMPAIGN

About Shining Star Campaign.
Purpose of Shining Star Campaign.
Different levels of it-Silver Stage
-Gold grade
-Platinum standard
-Chief operating officer club
-Supreme grade

Criteria for points.

Effect
s
Internal
Marketing
Of
Employees
Customer
Satisfaction

Enhanced
Output

Employee
Motivation

Team Spirit of
Employees

Action Plan
1. Strategy Development
. Implies development of overall approach to
managing customers
. Development of relationship marketing
2.
Customer information strategy
. Data analysis and interpretation
3.
Planning and internal marketing
. Develop a project plan to manage and monitor.
. Managing customers

Positioning

Objective
Strategy

Tactics/ planing
execution

Capability developement

Marketing strategies
What are we
today?

What do we
want to
accomplish?

Competiti
ve market
analysis

objectives

Strategies
,action &
tactics

Measure
results

How we will
reach there?

Improve
conversions

SMART method:
Specific - state clearly what you want to achieve
Measurable - set tangible measures so you can
measure your results
Achievable - set objectives that are within your
capacity and budget
Relevant - set objectives that will help you improve
particular aspects of your business
Time-bound - set objectives you can achieve within
the time you need them.

Implementation of marketing plans

Coperation between the top
management level & functional
levels
Requires flexible appraoch with
changing times
It should be Responsive towards the
changing needs and requirements of
the customers and employees of
organization.

Conclusion
Understanding the business
Planned Management
Shining Star Campaign :
oS=Special
oT=Thanks
oA=And
oR=Recognition

Motivational Factors
Valuing Relationship