Mathura Hotel--okok.docx

HOTEL MANAGEMENT A case study of ‘Mathura Paradise’, Shivamogga Chapter 1 INTRODUCTION  Introduction  Need or relevance of the study  Methodology  Limitation of the study CHAPTER 2 DEVRELOPMENMT OF HOTEL  Introduction  Historic evolution of Hotel  Growth of the Hotel Industry  Scope of the Industry  Hotel Industries in India  An Indian Scenario of Modern Hotel  Classification of Hotels  Types of establishments  Provisions of amenities in India  Marketing Hotel services Chapter-3 INTRODUCTION TO MANAGEMENT  Meaning and definitions of Management  Nature of Management  Levels of Management  Functions of Management  Evolutions of Management thought

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Chapter 4 HOTEL MATHURA – A PROFILE  History  Capital structure  Means of Finance  Management structure  Facilities available  Total turnover of the Sales  Menu available chat Chapter 5 HOTEL STRUCTURE  Management of Establishment  Management of Staff  Service Management  Menu Planning Chapter 6 DATA ANALYSIS AND INTERPRETATION Chapter 7 FINDINGS, SUGGESTIONS AND CONCLUSION ANNEXURE  Questionnaire  Bibliography

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Chapter 1 INTRODUCTION  Introduction  Need or relevance of the study  Methodology  Limitation of the study

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INTRODUCTION

The main aim of modern market should be generally towards the satisfaction of consumers the traditional marketer was profit oriented but now it is consumer oriented this requires through understanding of consumer behavior, the business management must take more action role in anticipating consumer needs and wants, their desires and aspirations.

Hotel is an important aspect of the economic development of India. They play big role in this country. This report is an analytical study of the management of hotel for this hotel Mathura has been studied as a model, which is situated in Shivamogga.

This project report has been classified into seven chapter throws light of Introduction. The project report to the reader, explaining need or relevance, methodology and limitations for the study the Second chapter explains about the growth, origin, importance and scope of the hotels, are definitions and historical evolutions of hotel growth of the hotel industry. Size and scope marketing hotel service, classification of hotel and Indian scenario of modern hotels.

The third chapter explains about the introduction to management, meaning and definitions of management, nature, levels functions and evolution of management thought. The fourth chapter narrates the profile of hotel Mathura and the reader is introduced to hotel Mathura. Further is the fifth chapter narrates the terms management of hotel to the reader in detail. The reader can

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have the analysis of the survey findings in the chapter six. In the chapter seventh we can find the suggestions and conclusions to the problems, in the annexure, a questionnaire is used for the survey and lists of selected bibliography are giving. NEED OR RELEVANCE’S OF THE STUDY  To know about hotel Mathura  To know the likes and dislikes of different customer of Shivamogga  To know about the positions of different hotels  To analysis the habit of visiting hotel  A list out various purposes that influences their vesting.  To know about the various problems faced by the staff of this hotel and its customer.

METHODOLOGY In order to write this report both primary and secondary data has been collected. Primary data has been collected through newspapers; report of hotel, orientation handbooks, and magazine and from websites of hotels, information on the social aspects was collected from text books and periodicals.

SAMPLE DESIGN Considering the constraints, it was decided to conduct the study based on sample size of 50 respondents. The selection was made through combined approach of random sampling and convenient sampling. Scientific method was not adopted in this study because of financial constraints and also because of

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lack of time, also the basic aim of doing the research was academic, hence most convenient way was selected.

TOOLS USED FOR DATA COLLECTION While understanding a study if their nature it is necessary that the required information to be collected through the sampling survey.

PRIMARY DATA The primary data refers to data that is collected a fresh and recorded for the first time. Primary data are those data that is collected by researcher. It thus happens to be original in its nature. The various methods of collecting primary data are through performing interview, through questionnaire, observation and through direct communication with the respondents but the basic manner of primary data collection is survey method.

QUESTIONNAIRE One of the tools to collect primary data is questionnaire. 23 questions were prepared to collect the data. The questions were framed carefully and logically taking

into the consideration of all the factors in the interest of the

subscribers. Effectors were made through questionnaire to know the present market mobile users. The

essence of their questionnaire is explained to the

respondents and sufficient time is given to reach respondents to answer the questionnaire.

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SECONDARY DATA Secondary data refers to those data that has been collected and analyzed by someone else. In other words secondary data is the information that already exists some where having been collected for another purpose. In this study secondary data was collected for another purpose. In this study secondary data was collected from various sources, such as      

Internet References from libraries Company brochures Business magazines Business dailies Company's annual report

FIELD WORK The filed work has been carried out in Shivamogga town, only to collect primary data. The response was encouraging as far as the customers were concerned. The respondents were selected from different types of occupation.

LIMITATIONS OF THE STUDY There was a wholehearted, kind and polite co- operation from the entire unite of Mathura Paradise hotel during the preparation of this report, the manager and the staff provided all the information. However, the study was fully planned there may be minor error due to improper distribution of questionnaires to all sectors in Shivamogga. However, I feel that may suggestions and conclusion are realistic and practice. There suggestions and recommendations have been made to improve management and marketing pattern of the hotel and do not mean that currently the hotel is not being managed properly.

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Chapter 2 DEVRELOPMENMT OF HOTEL  Introduction  Historic evolution of Hotel  Growth of the Hotel Industry  Scope of the Industry  Hotel Industries in India  An Indian Scenario of Modern Hotel  Classification of Hotels  Types of establishments  Provisions of amenities in India  Marketing Hotel services

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DEVRELOPMENMT OF HOTEL INTRODUCTION Currently at number three positions proceedings only to auto sales and food retail sales, the tourism numbers two globally, travel and tourism is the world’s largest industry and the world’s largest generation of jobs, in the U.S.A. The tourism industry is in terms of employment behind only health services the tourism industry includes 15 of more inter related business from lodging, establishing, airlines, restaurants to cruise lines, car rentals, travel agents and operators in 6-10 of this series of the term.” Hospitality management” has been used interchanger ably with “Hotel Management” the former being the broader sense of letter.

DEFINITIONS OF HOTEL MANAGEMENT When we of Hotel Industry it is much broader meaning. According to the Oxford English Dictionary:- “Hotel means the reception and entertainment guests, visitors of strangers with liberality and good will” the hotels and restaurants but is also refers kinds of institutions that offer shelter or food or booth to people away from their homes. Moreover there institutions have more than common historical heritage they also share the managed problems of providing food and shelter problems that include erecting a building, providing heat, light and power, cleaning and maintaining the premises and preparing serving food in a way that pleases the guests. We expect all of the to be alone with liberality and Goodwill”

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HISTORIC EVOLUTION OF HOTEL: The term “Hotel’ is derived from the old French “OSTEL” and was originally used to denote only extremely large and prestigious. The most ancient example that was still preserved perfectly in modern times was at Saint Antonio name torn-et- georama dating from the middle 12th century. Thus Hotel may be defined as “Building of Institutions providing boarding and lodging services for the usage of the word to the institutions operated for the profit.

However in keeping was not possible until same standardized medium of exchange come into existence. As the travel increased, the need for the lodging by the travelers also increased the inns of those days was small porting of a private dwelling.

In those days the magistrates were ordered to take securities from the landlords or the keepers for the maintenance of good conditions in the inns, there conditions prevailed for thousands of years. But after the industrial revolution there were signs of progress in business of inn keeping. During this era from 1750 to 1850, English inns gained the reputations of using the leadership is the development of the modern hotels.

Many factors like pioneering sprit of the American inn keepers, for luxury and comforts, for universal enjoyment. Because of the American habit of per manner of hotel, the winter resole was or later development by it did not attract to public later was develop in California in 1815.

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In 1920 to the present along with resorts the hotels and motels industry has also developed to a greater extent.

GROWTH OF HOTEL INDUSTRY: The economic, demographic and social changes have been largely responsible for the rapid growth of hotels Industry over the last decade the 1980’s represented for the hospitality industry one of the most tumultuous decades in its history the free wheeling development days of this decades we driven by the creative investment package put together by all the constitutions of the global capital market community. There packages were based upon a mistaken belief lat inflation will continue unabated thus making real estate development one of the most attractive investment opportunities available to those with capital to loan or invest. During those cavalier days of the 1980’s hotels engaged in expression beyond their national boundaries as tried to take advantage of what they believed to the investment bonanza awaiting them. They engaged in many forms of growth such as jo9int ventures, masters, franchising agreements and strategic alliances, it summed that there was almost a corporate footrace to see who could join forces with whom infect most expansion of this nature took place without changing much of the organization structures.

HOTEL INDUSTRY IN INDIA: India, the ancient land of civilization, cultural dance, drama, music and hospital has been visitor through the centuries by the travelers from many countries. Fa’Haien’ Hieun

Tasang Marcopolo and Ibn Batuta have left interesting

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accounts of travelling in India for facilitating the braw the kings and rule, built the Dharmashalas, constructed roads, planted trees, dug well and tanks with the advent of Muslims of series were introduced

Projection improvements in the means of transport and communications resulted in the establishment of inns and travels. Later with the advent of British form of western style. It seems that with regard to modern hotels, it were the British who introduced hotels ink India mainly for their own are or for foreign visitor’s. Dr. Negi writers that “ The credit for opening the first western style hotel under the name of British hotel in Bombay in 1840, goes to Pallangee pesto gee, He is called the pioneer of the western style hotel in India.

The twentieth century was a during point in the history of hotel Industry in India, in this century there was areal growth a development of the hotel industry.

TYPES OF HOTELS Following are the main types of hotels:  International Hotel  Resort Hotel  Commercial Hotel  Residential hotel  Floating Hotel

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International Hotels International hotels are the modern western styles hotels in almost all metropolitans and other large cities as well as principal tourist centers.

Resort Hotel Resort hotels cater to needs of holiday- marker to tourist and those who by reasons of health desire a change of atmosphere. Resort hotels are located near the sea, mountain and other area a rounding in natural beauty.

Commercial Hotels The commercial hotels direct their appeal primarily to the individual traveler as compound to international of resort hotels where the focus is on the group travel

Residential Hotels There hotels can be described as apartment house complete with hotel service there are often referred to as apartment hotels.

Floating Hotels As the name suggest, there hotels are located on the surface of the water, it may be seawater, river water or on a lake. All the facilities and services of hotels are provided in there hotels.

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CLASSIFICATION OF HOTELS Hotels are also classified in another and major categories they are: Five star Hotels *****  Four star Hotels ****  Three star Hotels ***  Two star Hotels **

An Indian scenario of modern hotels In every nook and corner of the world we can find hotels and Indians is not specially to this while analysis the Indian Scenario of modern hotels several fact and figures have been discovered.

Hotel business has been service industries of India, there are than 1000 ultra modern and more than 10,000 modern hotels serving to the needs of the public other this there is a lot of hotels serving to the needs of the students travelers, professionals, etc. There price also differs from hotel the out of the hotel some way provide the oral menu. But oral menu is very rare, as the people the printed menu a lot.

Another event pertaining to the modern hotels is the hotel that provides both boarding and lodging facilities. Hotels of this kind are growing field of tourism there hotels provide both food and shelter to customer some of the hotels maintain a homely atmosphere and are striving to provide the best service. Which is provides a greater satisfaction to the customer. In this type of hotel along with cuisiness the rent per room varies from hotel to hotel majorities maintain the well equipped rooms, which suits different kinds of consumers.

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The Indian modern hotel was started a different kind of services in the recent years there services includes imparting the different international cuisines serving of different foods and drink apart from the usual menus etc. This has become the backbone of the modern industry in India.

TYPES OF ESTABLISHMENTS: The different branches of the hotel industry are shown in figure, establishment are grouped according to their style of service and type of menus.  Hotels and Motels[Five star restaurants]  Restaurants [classical, Internationalization specialist cuisines]  Reception/ conference centers  Self service outlets [canteens]  Clubs [service and sports clubs]  Fast food outlets [chicken, fish, pizza]  Snack bars [coffee shops, cafes]  Private catering firms [diner parties]  Institutions[live –in- college, hostels]  Transport catering [train, ship]  Armed forced [ Army, navy]

Provisions of Amenities in Hotels : Many hotels spend a considerable amount of their annual expenditure budget on providing amenities, or guest’s supplies. Amenities are normally personal

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care product of services available in the hotel room to enhance the guest’s comfort, specific amenities may includes.

Bathrooms: Soaps: Air conditions Shampoo : Sewing kit Tooth past / Tooth brush: Make –up tissues Hand/ Body lotion : Washing line Shower cap: Suntan lotion Mouthwash: Scent / after shave Bath/ Shower gel: Hair dryer.

Bedroom: Shoe shine kit : Am/Fm radio Shoehorn : clothes hangers Stationary :Direct company bill In room safe: Morning newspapers Remote control : Selection of books and journals

Food And Beverage Amenities Mini bar : Complimentary wine Fruit basket : Water boiling facilities Chocolates : Hot beverages supplies

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Desk Area Fax machines: Desk light Personal computer : House Directory International Direct dialing : Mobile telephones Telephone : Desk pad

Marketing Hotels Services For many marketing conjures up images of selling and advertising. Today lodging marketing executives, hotel manager should understand that their properties run as a system. Demand is balanced with the ability to produce. Marketing plans and strategies strike a balance b/w the needs of the marketing mix [product, price, distribution, communication] and the external needs, wants and willingness to pay of the target markets the two fold purpose of marketing the only valid definition of business purpose is to create a customer.

According to Drucker “It is the customer who determines what a business is for it is the customer and be alone; who through being willing to pay for a good for service converts economic resources into wealth, things into goods”. Creating a customer does not mean simply making a sale, it means creating a relationship where is a buyer wants you product before that of the competition, it should clear then why marketing is defined as.

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Chapter 3 INTRODUCTION TO MANAGEMENT  Meaning and definitions of Management  Nature of Management  Levels of Management  Functions of Management  Evolutions of Management thought

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INTRODUCTION TO MANAGEMENT

Meaning and Definition of Management Human beings are surrounded by organization its, organization are deprival to achieve common goals. An organization has been defined a group of people trying

to

achieve

given

objectives

through

an

activity

called

“MANAGEMENT”. In this sense management means –“ A process to direct”, to co- ordinate and to integrate the activities of an organization.

Management is one sense is a social function that sets goals of an organization and integrates human activities and material resources in such a manner as to realize the common goals of organization. Therefore, management refers to guidance, leadership, direction and control of efforts of a group of people leading to achievement of common objectives, further is terms of function” management is an activity comprising functions of planning all there facts and concept throw light on the fact that management is a function of getting the things. One widely quoted definition of management is “Management is art of getting things alone through other”

Definitions:- Some of the views and definitions given by different experts on the teem management are as follows According to William Spriegel “ Management is that functions of an enterprise which concerns it self with the direction and control of the various activities to attain the business objectives”. 19

According to George R. Terry “Management is a distinct process converting of planning, organizing, actuating and controlling performed to determine and accomplish the objectives be the use of people and resource.”  According to D.J. Clough: “ Management is knowing exactly what you want do and then seeing that they do it in the best and idle was.  According to Henry.F :- “ To manage is to forecast, to man to organize, to command to of ordinate and control”.  According to Peter .F. Drucker:- “ Management is a multipurpose organization that managers that business, manager the business, manages the manager and manager worker and the work”.

Nature of Management: The nature of Management is they are as follows  Management is an organized and purposeful activity it exists for achievement of specific objectives.  It is concerned with efforts of group of people whether it is an activity of a family, a club, a government, an army of a business enterprise.  It is getting the things done through others.  It apples eco principles for the attainment of goals.  Management is universally accepted activity concerned with coordination and integration of human and eco- resources.  Management interdisciplinary approach to obtain facts from different like science, sociology, mathematics, statistics.  Management is dynamic in nature this evince of management lies in the co- ordination of individual efforts in to leam. 20

 It is a system of authority where in the work a delegation process extracts.  Management is people, through people and for the peoples does a social process management, it is concerned with interpersonal relationship.  Management is continuous the cycle of management .  Continues to operate so long as there is organized action for the achievement of group goals.  Force it cannot be seen but its presence can felt every where in the form of results.  Management is essentially as executives function it deals with the action and control of the activities of people to attain predetermined objectives.  Management is situation; efficient management is always national of contingency management because there is no one best way of doing things.  Management is an art as well as science; management contains a systematic study of theoretical knowledge as well as the practical application of such knowledge

Levels of Management: In every organization, there is a management hierarchy or a chain of commode from ultimate authority to the lowest rank. This chain is made up of supervision subordinate relationship the chain of the hierarchy of management consists of series of manager’s position called levels of management”. The number of management levels may differ from company to company the levels of management there is no fixed number of management position of levels. The

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number of management levels depends upon the size of the complexity of the organization in a big company  Top Management  Middle Management  Supervisory or operating management The levels of management they will be following chart as Consisting of owner or shareholder, board of director and its Chairman and managing director or general manager or executiveofcommittee Consisting department and section such as production, finance, marketing, accounts, establishment Consisting ofetc superintendents formers, first line super etc 1. Top Management:-It usually consists of board of dire to and chief executive it is accountable for over all management to the owner of organization. It has to deal with the external and internal environment course it has to establish long term objectives and strategies therefore it is the company’s policy making group

Functions: To determine the objectives of business To assemble the resources required to put the plans into effect To control the operations through the organization.

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2. Middle Management:- It comprises of department or divisional heads like works manager, personal manager, finance manager etc each depart head it responsible for efficient functioning of concerned department middle management is however be divided into two divisions. a) Upper middle management or intermeddle management b) Lower middle Management or subsequent management

Functions: To interprets the plans and policies of the top management  To since instructions of the subordinates and guides them in their operations

3. Operation Management: If consists of superintendents and forement and frontline supervision they are concerned with technical routine and day to day problems, they maintain personal contacts with operations this management forms the link b/w top level management and the workers. It has to implement policy organize instruct and guide personal and control their performance. It has plan day to day operations with in the goals laid down by higher authorities.

Functions of management: 1 Management functions 2 Operative functions Lying down of producers and standard of performance, planning is a continuous or on going process. It is helpful is more effective achievement of goals.

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Organization: For implementing planes a found organizational structure is required organizing is the process of allocating. Work among the members of the group, establishing authority. Responsibility, relationship among them and integrating their activities towards the common objectives . In this way a structure of relationship among jobs, personnel’s and physical factor is developed, organizing is the frame work through which management directs controls and co- ordinates the efforts of peoples.

Co-ordination: “Co- ordination is the evince of management although it is

not a direct

function like planning organizing etc. Planners organizer, directors and controller have to concern themselves with co –ordination function for effective implementation of there activities. Co- ordinations is under taken at all levels and is concerned to be all control problem of energy organization.

1) Managerial Functions:Management is the development of the people managing people in the hard art and the essence being a manager thus a personnel manager is a manager and as such he much perform the basic functions of

management it functions

involves,  Planning  Organizing  Coordinating  Staffing

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 Directing 1. Planning:- Planning is the first and the most primary function of management manager plans before, the acts plan involves determine the objectives and resulting a course of action to active them. It implies what is to be done. 2. Determination of objectives 3. Forecasting and choice of a course of action 4. Formulating of policies 5. Staffing:-Staffing is the process of filling all position in the organization with adequate and qualified personnel. It consists of manager planning, recruitment

selection,

training

compensation,

and

integration

and

maintenance of employees staffing function has become important with growing size of organization, technological advancement and reorganization of the human factor in industry. 6. Directing: Directing is the managerial functional of guiding, supervising motivating and leading people to words the attainment of planned target of performance is the process of directing his sub-ordinates, manager takes active step to ensure that the employees accomplish their take according to the established plans. It is concerned with the execution of plans and policies directing functions of management embraces the following activities.  Supervising people at work  Motivation i.e. Creating the willingness to world for certain objectives  Issuing orders and instructions  Communication i.e. establishing understanding with employers regarding plans and their implementation. 25

 Leadership or influencing the behavior of employers 7. Controlling:- Controlling is the process ensuring that the organization is moving in the desire direction and that process is being made towards the achievement of goal.

Evaluation of Management thought: Management has been practices in some for or other since the down of civilization. Every since human beings started livings together in groups, technique of organization and management work evolved the sundries civilization duting back to 300b.c had efficient system of tax collection the pyramids of Egypt, the chines civil services the Roman catholic church the military organization also after good examples of early obligation of management . Despite ancient organize, very little conceptual organization body of knowledge was developed in management till the end of 19 th century, A systematic study and analysis of management as a sciences began in 20the century after the industrial evolution. Since then management has development as a district disciplined social science.

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Chapter 4 HOTEL MATHURA – A PROFILE  History  Capital structure  Means of Finance  Management structure  Facilities available  Total turnover of the Sales  Menu available chat

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MATHURA PROFILE

Mathura hotel situated in BALRAJ Urs Road Shivamogga was started in 1990. This is partnership firm the proprietor of this hotel SRI. GOPINATH this is incorporated under companies Act 1956 on 10 th May 1999, with company number 19/ 10/ 99. 00.This is belongs to up coming and priming Mathura Residency this hotel is partnership firm. The initial capital investment was Rs 1 crore 5 Lakhs. There amounts is lumsum one and include all the additional carts i.e cart furniture decoration materials, lighting equipments and the initial advancement for building this amount also includes the looking utensils working ranges and salary paid in advance to the staff members.

A present the hotel is having an investment 1 crore 86 lakhs which includes the cost of equipments; cost of furniture’s and decoration, cost of different instruments by this amount covers the instrument of entire hotel  Mathura residency  Mathura Lodge At the stage initial stage, hotel was consisting of 20 staff members now it has given employment to 34 staff members they are as given below  Manager- 1  Supervisor -5  Cook -3  Assistant cook -4  Waiter -8  Cleaners -13

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This hotel at Balraj Urs Road the hotel is situated in the heart of the city so there is an advantage of being more attractive and it acts as a silent salesman in marketing.

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This hotel maintains the quality of food, financial turn over, service and has a comfortable seating capacity, air conditioner to the customers.

Consumer behavior is greatly affected by the locality of the hotel, taste and prices of the foods items majority of the respondents like the tastes of the food in Mathura hotel. So Mathura hotel is graded as “A” category.

The wage salaries paid to the staff members according to the Karnataka Pradesh hotel and restaurant association (K. P. H. R. A) and the provident fund is only covered by the “ Employee State Insurance Act”.

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The monthly wages of the members is given below  Manager  Supervisor  Cook  Assistant cook  Waiter  Cleaners  Wages at the staff members may very from time to time.

The additional cost of hotels is electricity bills, water charges and cooking items, which may very from month to month. However the capital instrument is hared only on the fixed cost and not the variable cost.

Performance Analysis Interpreted hotels in Shivamogga to be accurate the hotel incurred losses in the beginning , but gradually it began to attract consumers and it began to work according to the tastes of the modern consumers providing the best services to the consumers of Shivamogga as well as the outsides.

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CAPITAL STRUCTURE Particulars Land Land cost deposit for leases

Rs ( In Lakhs)

Rs

` 5.00

holds Rights

3.00

Land development cost 8-00 Building Civil Electrical Air conditioner Plumbing sanitary, boilers Kitchen equipments Fire protection system Interiors Total

130-00 16-00 2-00 16-00 50,000 26-00 190-50

Consulted fee an

2-00

Prelim Expenditure

5-00

Deposits

5-00

Miscellaneous fixed assets

5-00

Interest during Construction

30-00

Working capital

10-00 60-00

Total

258-00

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Means of Finance as under Particulars

Rs Lakhs

Promoters

Rs 50-00

Construction Tern Loan Private Loan

116-00 92-50 208

Total

258-50

Purchase : Owner or Co Member Accounts : Owner Cashier Marketing : Owner I. G. M

Facilities Available: There will be totally 50 rooms of which 30

will be double deluxe air

conditioner rooms. There will be each in first and mezzanine flour and third and fourth flour each of the rooms have been given enough attentions by the architects to provide expected comforts and convenience to the customers and proved most modern finishers in interiors to meet taste of the tourist and other customers.

Each of double deluxe air conditioner and double air conditioner and single a/c will have attached bathroom of 20 staff are and the bath room will have running hot water modern sanitary fillings with testy shower, it suits bath as will as toilet will be provided.

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Such of the rooms will have twin cost from beds and pillows , one writing tale and chair. One dressing table, mirror and stool, 2 single sofas, one tea pay 1 bed side stools 1 luggage rack, wall carpet, curtains, each of the rooms will also be provided with the rooms flask sterilized glass hotel, bottle opener. All guest bottle opener, All guest rooms will be tastefully decorated. Each room will have linen blankets, towels etc, room will have a general light, bed side lamps, fan night lamp calling bell, dressing mirror, lamp, at tube lights in the bath room 2 plug points in room for vacuum cleaner, 2 points in the bath room. Each room will have a master electrical switch to be operated by using a room key to save the energy.

Rates charged by the Hotel for Rooms by Mathura Residency Shivamogga Category

Single

Double

Standard

300

495

Regular Suite

500

600

Deluxe Suite

600

900

Service charge Taxes

4%

Food Beverage Facilities  The hotel will have one vegetarian providing south Indian dishes and North’s Indian will be opened for burger snacks around the clock  The hotel will have providing Ice creams and spices Ice creams snacks  The hotel will also have a roof garden restaurant on the terrace proposed to have vegetarian restaurant. 35

CONFERENCE HALL

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Management Structure Owner

General Manager

Asst. Manager

Front office manager

Conference hall

Restaurant

Kitchen

Public Relation Officer

Banquet manager

Manager

Chief

Receptionist

Asst. Manager

Asst. Manager

Asst.Chief

Supervisor

Cashier

1 Day

1 2 Night

2

Floor Supervisor

Waiters

Utility worker

Supervisor

Cashier

Waiter

Stores Banquet

Apprnticious

Asst. Cook

Restaurant

Room Boy

Utility worker

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Total turnover of the Mathura Hotel Year

Total Turn over in Restaurant ( Lakhs)

In Lodge

2011- 12

36,42, 615

43, 78, 781

2012-13

40, 38, 163

46, 78, 600

2013-14

45, 28, 173

52, 766, 666

From the figures, it is clear that this hotel is increasing their business and good profits in increasing trend the research may be because of the quality of service provide to the customer and facilities also and intelligence their business has gained reputation in Shivamogga. The main competetors of this hotel are “ Hotel Pavan, Hotel Surya comfort, Hotel Jewell Rack Hotel Meenakshi Bhavan”  Menu Available  South Indian Dishes  North Indian Dishes  Special Ice creams  Vegetarian and creams  Seasonal fruit juice  Chinese dishes.

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MENU LIST

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Chapter 5 HOTEL STRUCTURE  Management of Establishment  Management of Staff  Service Management  Menu Planning

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HOTEL STRUCTURE Management of Establishment As the tourism is growing in a very speedy way. Lakhs of people everyday are lodging and boarding services all over the world hotels as well as hotel are rising every year, growing mobility of the human resources particularly to utilize the time has avenues for the development of hotels especially is an urban area.

Modern hotels provide various amenities, comfort and systematic source craves and crores of people have getting boarding and lodging facilities, hence in big cities we find establishment of three star and five star hotels. There star h0tels are fully air condition, with different channel in T.V, music, cool drinks facilities, refrigerators, telephones, luxurious and comfortable beds, Swimming pool, health club, parking facility and so an. All most in all hotels personnel are trained. Hotel industry is striving only on the customer’s services and satisfaction. Each customer is regarded as ‘VIP’.

The production of services is the hotel industry need a careful study of a market situation inflow and outflow of travels, the potentialities for tourism, The availability of hill nations, the incoming development in trade and commerce the invention and innovation in the field of transport and communication the import constituents that the management is considered are the state participants, the government regulation and trend in urbanization, industrializations and the standard of education, disposable income of the society the availability of marketing management of hotel industries.

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Generally in the star hotels are find scientific and methodical of services almost all the persons engaged in distribution the services need a special training after selection.

After planning and distribution of services, the marketing manager should also consider the pricing aspect in big hotels customers pay for services. Because of the importance

of hotels management lowers are offend in different

institution to specialize the personnel of hotel management and to solve problems in the management of hotels.

Management of Establishment In order to quality the establishment any hotel we have to pass in all items which are short listed below.  The locality approach should be suitable  The building of the hotel must be good  Maintenance of the hotel assesses like build furniture and fixtures must be reasonable standard  There should be proper arrangement of lighting ventilations and fans  There should be reception counter with computer, Telephone connection to it and a public call telephone  There should be clean and well equipped dining hall.  There should be crockery cutlery and glassware of good quality  There should be a hygienic, well equipped, well maintained kitchen.  There should be arrangements of hygienic wasting for utensils crockery, cutlery and glassware  There staff of the hotels should be experienced couterous 43

 Efficient and well dressed  Staff should be well versed with regional language along with English language.

Management of Staff The staff members who are required to manage the hotel must include receptionist, cashier, servicing staff, cooking staff managing staff, and doorman. The following are certain functions conducted by the staff that are expended by the visitors. 1. Receptionist He should be well dressed mannered, well behave and courteous towards the visitors he should attend to the customers requirement and should see that every customers is satisfied. 2. Cashier He responsible for the over all transaction of each flow in the hotel. He must maintain sales register and makes pertly each payments when ever necessary. 3. Door Man He should receive the guest or the customer the entrance and must create a good impression of the hotel by refusing the tips offered by the visitors. He show behave properly with the visitors. 4. Room Attendants He should clean the room and replace the things like soaps, beds and bedspread etc before allotment of the room to the customers.

44

5. Waiters He should be uniformly dressed and well mannered, as is required to wait menu card to the customers and should be in a position to clarify any doubt regarding the foods to the customers.

Apart from above staffs others like managerial staff, commercial staffs, are required to behave and function in such a way that develops the image of the hotel in the society.

Service Management In order to gain the name and fame in society any type of hotel should follow the following schedule.  Welcome the guest with friendly smile  Seat him at the table and remove the extra covers  Serve a glass of water  Play a soft music.  Present the menu card  Allow some time for the guest to decide on the menu  Receive the food order and get the foods and dishes alone in kitchen.  Get the table ready with accompaniment  Place the dinner plates on the tables.  Serve the find and be in an exception of future order.  Remove the dinner plates at the end of the meal and pars the finger bowl  Remove t6he finger bowl  Leave the toothpicks on the table keep the bills

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 Keep the guest while he is leaving the table  Thank the guest for patronizing the restaurant.

Servicing Schedule The following points explain how different items should be served to the customers they are as below  All the burgers (water,, soft drinks and juices) should be served form the right hand side of the guest.  All the pre plated food (Sand witches) should be served from the right hand side of the guest  Food served in bowls must also serve from the right hand side of the guest  Spoon and forks must be offered from right side  Before cleaning, wait for the enter guest at the table to fresh the meals.  Clearance of solid dishes form the table after the meat done form the right.  A steward must carry waiter’s cloth nearly folded on his left arm  Rules are made for the guest and not the guest for rules hence for his convenience do not hesitate to break them.

Menu Planning Menu making is not a more listing of dishes, which the chief prepares with hope that it might satisfy the guest fulfilling the culinary desires of the guests differs from hotels menu attracts the customers interest and stimulates his appetite and imagination, however while preparing the menu some points must be considered.  The available kitchen facilities

46

 The service of the food type.  Type of meals that are served  Type of service expected by the customers.  Type of guests who frequently visit the hotels.  According to the served the type of ingredients available in the local markets.  The food cost goal.  The availability of dinning room and service equipments.  Budget for menu expenses  Type of menu. After the above points have been decide in some instances menu shals is designed in some instances menu shall may be done locally while designing the menu shall some points must be considered.

TYPES OF MENU 1) Limited Menu It consists of 30-40 it is used in coffee shops, main dinning room service for lunch and dinner. 2) Fixed Menu The hotel members of items on this menu can a dinning i.e., for breakfast it could be a place not in a dinning room it can be standard supper menu used throughout the hotel, it can be desert menu on supper club and specialist restaurant. 3) Children’s Menu Now- a- days it is also available in many of the hotels it aims in attracting the children’s according to their tastes and desire. It is fixed 47

and should be ideally be in the form of a “gig milk” which motivate the children to take what he want job. 4) Special Event Menu This menu is for special occasions such as national holidays, festivals and promotions it is one time menu and generally should be a conversation pieces that guest 5) Paper Quality The quality of stock used will depend on local printing facilities and where is menu is to be used whatever paper selected for preparing men shall, it must be able to take and hold links, and must be light in color so that can be early read. 6) Size and Shape Menu should be easy for the guest to handle and must fit into existing storage facilities the shape and size must be in such a way that it should attract the customers at a glance itself. ART WORK TYPE SELECTION Menu network supplements and accounts the hotel decoration often menu costs are reduced by using are works ready available or through photographs and paintings owned by the hotel. Yet, tastes fully designed menu will justify their cost by being used as sales promotion pieces for the hotel by winning. “According art directors contests” etc , type selection is an important as art work and food selection. Will want to take with them. Finally the hotel name and

location must appear on the menu. In some

operations it may be desirable to print the hours of services. All menus are to be written in both English and the language of the country and stab where they are being used.

48

Chapter 6 DATA ANALYSIS AND INTERPRETATION

49

DATA ANALYSIS AND INTERPRETATION Survey means deep study of any subject. Survey includes collecting inner expression of respondents for the purpose of knowing for the purpose of knowing their attitude towards particular as parts of subjects. Here survey has been conducted to know the efficiency and effectiveness of customer services to study their problems questionnaire have been prepared has given to the customers, the entire concerned by survey in classified into different part and customers from different parts and customers from different areas are selected on random basis. The survey has been successfully carried out and survey covers 100 customers of the hotel the data collected during survey has been analyzed using statistical tools like, averaging, percentages, graphs etc., Primary data is first hand data it is collected directly from hotel owners. Secondary data is data that which is already collected by somebody which is got from News papers, magazines, booklets, internets etc., Table is showing the many distribution in survey conducting on the showing the following diagram.

50

Table-1 Distribution of respondents as per their resident Area

No. of Respondents

Percentage

Localities

60

60

Outers

40

40

Total

100

100 %

The above table clearly reveals that out of 100 respondents, 60 customers are from Shivamogga, and the rent 40 customers are from outside and they are that out of 100 respondents 60% are from localities and the 40% are from outers.

60

40

Localities

Outers

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Table -2 Table showing education background of respondents Education

No. of Respondents

Percentage

Below higher secondary

15

15

PUC

23

23

Graduates

35

35

Post Graduate

27

27

Total

100

100 %

As, for the education background for respondents is considered that out of 100% respondents 15 customers are from below higher secondary, 23 customers are from PUC, 35 customers are graduates and 27 customers are from post graduates and percentage is considered ,15% of the respondents are from below higher secondary background, 23% of the respondents are from PUC, background while 35% are graduates where as remaining 27% are from the post graduates background.

Post Graduate 27%

Below higher secondary 15% PUC 23%

Graduates 35%

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Table-3 Table showing the monthly income of Respondents Monthly Income

No. of Respondents

Percentage

Below Rs 5000

40

40

5000-10000

20

20

10000 -15000

22

22

More than 15000

18

18

Total

100

100 %

The above table contains respondents monthly income out of 100 respondents 40 belongs to the group below 5,000 (40%) ,20 belongs to income group to between 5,000- 10,000 (20%) ,22 belongs to income group between 10,000 15,000 (22%). And the remaining 18 respondents come under the income group of more than 15,000 (18%).

40

20

Below Rs 5000

5000-10000

22

18

10000 -15000

More than 15000

53

Table -4 Table showing the respondents preference towards hotel Hotels

No. of Respondents

Percentage

Hotel Mathura

60

60

Hotel Pawan

15

15

Hotel Surya comfort

7

7

Hotel Meenakshi Bhavan

18

18

Total

100

100%

From the above table it is relevant that 60% of the respondents Mathura paradise due to good taste of food, cleanliness and it is economic, while 18% of the respondents prefer meenakhi Bhavan, where as 15% of respondents prefer Hotel Pawan and remaining 7% of the customer prefer Hotel Surya hotel.

60

18

15 7

Hotel Mathura

Hotel Pawan

Hotel Surya comfort

Hotel Meenakshi Bhavan

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Table -5 Table showing the source of knowledge about the Hotel Mathura Media

No. of Respondents

Percentage

Friends

40

40

Relatives

20

20

Advertisement

15

15

Others

25

25

Total

100

100%

Through the above table it is evident that out of 100 respondents 40% come to know about this hotel through their friends, while 20% of then cane to know.

40

25 20 15

Friends

Relatives

Advertisement

Others

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Table-6 Table showing the preference of customers towards different “Cuisiones” Cuisines

No. of Respondents

Percentage

South Indian

40

40

North Indian

25

25

Ice cream

20

20

Juice

15

15

Total

100

100 %

From the above take it is relevant that 40% South Indian cuisines (40), while 25% of the respondents prefer North Indian cuisines where as 16% of the respondents prefer is Ice creams 20% and remaining 15% of the respondents prefer juice in summer of the respondents percentages may very in Ice cream and juice items.

40

25 20 15

South Indian

North Indian

Ice cream

Juice

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Table -7 Table showing respondents opinion to the price of food items of Hotel Mathura Price Very High High Reasonable Low Total

No. of Respondents 15 30 45 10 100

Percentage 15 30 45 10 100%

As for as prices as takes to consideration, 15% of the respondents say that the prices are very high, 30% of the respondents say that the prices are high, where as 45% of the respondents say that prices are reasonable that the remaining 10% of the respondents say that the prices of the food items are low.

45

30

15 10

Very High

High

Reasonable

Low

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Table-8 Table showing the distribution of respondents based on the quality of service of the Hotel Mathura. Quality Service

No. of Respondents

Percentage

Excellent

15

15

Good

45

45

Fair

20

20

Average

20

20

Total

100

100%

Here, 15% of the respondents quality of the service of the hotel as excellent, while 45% of the respondents quality of the service of the hotel as Good, while 20% of the respondents quality of the service of the hotel as fair, while 20% of the respondents quality of the service of the hotel as Average.

Excellent

20%

Good

Fair

Average

15%

20% 45%

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Table-9 Table showing the respondents opinion about the approach of the staff Approach of Staff

No. of Respondents

Percentage

Friendly

48

48

Rough

12

12

Moodily

15

15

Co- minded

25

25

Total

100

100%

This table tells us that 48% of the total respondents a friendly approach with the staff of the hotel, while 12% the total respondents feels a rough approach with the staff of the hotel, while 15% of the total respondents feel a moodily approach with the staff of the hotel, while 25% of the total respondents feel a co- minded.

48

25

12

Friendly

Rough

15

Moodily

Co- minded

59

Table-10 Table showing the occupation of the respondents Occupation

No. of Respondents

Percentage

Employee

10

10

Businessman

40

40

Students

30

30

Other

20

20

Total

100

100%

The above table indicate that out of 100 respondents 10% of employees, 40% of Business man, 30% of Students and 20% of others.

40 30 20 10

Employee

Businessman

Students

Other

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Table -11 Table showing the distribution of respondents as per their visit to hotel Visiting Hotels

No. of Respondents

Percentage

Customer who visit hotel

80

80

Customer who doesn’t

20

20

Total

100

100 %

The above table reveals that out of 100 respondents 80 persons of the habit to visiting hotel Mathura and remaining 20 doesn’t visiting to hotel Mathura. 80

20

Customer who visit hotel

Customer who doesn’t

61

Chapter 7 FINDINGS, SUGGESTIONS AND CONCLUSION

62

FINDINGS, SUGGESTION AND CONCLUSION

Major Findings The survey, which stands as the back bone of this project has resulted in the discovery of various facts. The list below presents an overall view of the survey finding, discussion, held with the staff, personnel interview held with the customers in the form of questionnaire and staff of hotel Mathura.  Consumer behavior is growth effected by the locality as it is situated in the heart of the city.  Majority of the respondent like the taste and the reason able prices of the cuisines.  Among different cuisines available her majority of the respondents prefer with Indian.  Among the visitors, respondents are from various occupation such as businessman, trader employees doctors, students, lawyers others etc.  Of the respondents visit hotel because of necessity while of the respondents visit hotel as a remaining of the respondents visit hotel announcement. Many of the respondents visit hotel more frequency than they visit there.  In the group of 100 respondents majority have satisfied with the service of the hotels.  The staff agreed that the management should increase the pay along with other amenities.

63

 The respondents have said that during summer seasons variable of the cream and juice must be include.  All the categories of staff demand that there must exist mutual under standing and mutual interaction with the management.  The survey as revealed a major fact that the labour turnover rate should be decreased.  Finally, one of the major extract of the survey of the sources is necessary of reduction of the prices in the exciting rates of the food up to the maximum excellent.

64

SUGGESTIONS In order to have more details of hotel Mathura and attitude of people a survey of hotel was conducted. This survey yielded branded range of information. A questionnaire was prepared to consumers in and around Shivamogga.

Following are the some of the important suggestions given against the drawback absorbed.

Since Hotel Mathura is popular it should

maintain good taste of good,

reasonable price structures along with better services.  It is suggested to charge its advertising campaigns in order to attract more customers.  The Hotel is suggested to improve the interior decoration  The Hotel possesses the modern furniture’s.  The hotel should provide some the borrowers do not make a gas bell for the customer. So good barriers of barror or a waiter is appointed by the owner.  Many of the respondents have given suggestions to improve the outlook and action of the hotel.  The hotel should provide some additional place for the outlook and location of the hotel.  During the summer season, the hotel is suggest to concentrates more Ice creams , cold drinks and fruit juices.  The hotel suggested creating pizza hut, coffee shop and nutritional food. Different commoner food survey hotel ( Italian, Chinese, French etc, and automatic south Indian food only (Traditional) 65

 The management of the hotel is further recommended to resources the prices especially juice, North Indian sections.  The hotel should increase the pay and other amenities the hard working staff so that other workers will efficient and effectively.  The hotel is suggested to create an environment where the workers can get complete job incentives to create an by providing then required amentias.  The hotel is suggested to create an environment where the worker can get complete the job safety and security by providing them required amenities.  The hotel is suggested to create an environment where the worker can get complete the bonus providing then reigned amenities.  The hotel is suggested to creator an environment where the worker can get complete the job motivation from the owner. The hotel is suggested to create an environment where the worker can get complete the job training and many information get from the owner.  The hotel is finally suggested to create an environment where the worker can get complete job satisfaction by providing then required amenities.  Some of the respondents suggest terrace, service doing the summer season,  Some of the respondents try to reduce the lost of juice items  Some of the respondent suggest the ventilation, lighting facilities is improved during the summer season.

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CONCLUSION An analyzing the surveyed data, it may be concluded that Mathura paradise has got some problems about location Problems of vehicle parking like in prices Problems of terrace service, Problems of behavior of the waiter, problems of outlook of the hotel etc. But still it is very popular localities this hotel they to improve the better service and quality of food and hotel image will make the increase so as the main compotators for this hotel are hotel Pavan, Hotel Surya Comfort, Hotel Jewell rock, Hotel Meenakshi Bhavan etc. This report with the help of survey of reveals that the hotel Mathura. Along I collect the all problem in hotel. But still it is very popular in Shivamogga and enjoys a very good image amongst the localities.

However, the hotel has to coop[e up to the current requirement of modern consumer and has to maintained better working conditions to the workers through which the workforce could be properly managed and maintanance which will totally result in augmentation of popularity of the Hotel.

67

ANNEXURE 

Questionnaire



Bibliography

68

QUESTIONNAIRE Sir / Madam I am student of Final Year BBM in ATNCC Shivamogga I am conducting the survey of “HOTEL MANAGEMENT” – A case study of “Mathura Paradise”, Shivamogga. So please help me by filling this questionnaires. Thanking you Yours Faithfully (Pooja H.N)

1. Name

:

2. Gender

:

a) Male

[]

b)Female

[]

b) Outer

[]

3. Residence a) Locality [ ]

4. Educational Background a) Below higher secondary

[]

b) PUC

[]

c) Graduate

[]

d) Postgraduate

[]

5. The age group of the respondents a) 15 to 21 years [ ] b) 22 to 28 years [ ] c) 29 to 35 years [ ] d) Above 35 years [ ]

69

6. Occupation a) Employee

[]

b) Business men

[]

c) Student

[]

d) Others

[]

7. Monthly Income a) Below Rs. 5000

[]

b) 5000 -10000

[]

c) 10000 to 15000

[]

d) More than 15,000

[]

8. Do you visit Hotel Mathura? a) Yes

[]

b) No

[]

9. If, Yes Why? a) Necessity

[]

b) Hobby

[]

c) Annunsment

[]

10. How frequently you visit Mathura Hotel ? a) Regularly

[]

b) Weekly

[]

c) Monthly

[]

d) Occasionally

[]

70

11.Which of the following Hotels do you visit more? a) Hotel Mathura

[]

b) Hotel Pawan

[]

c) Hotel Surya comfort

[]

d) Hotel Meenakshi Bhavan

[]

12.Why do you like most in Mathura a) Good taste

[]

b) Quality of Product

[]

c) Price

[]

d) Quality of service

[]

e) Location

[]

13. How do you come to know about Hotel Mathura? a) Friends

[]

b) Relatives

[]

c) Advertisements

[]

d) Good Image

[]

14. Which convene Do you prefer in Mathura? a) South Indian

[]

b) North Indian

[]

c) Ice Cream

[]

d) Juice

[]

71

15.What do you think about the price of various food items of this hotel when compared to others? a) Very high

[]

b) High

[]

c) Reasonable

[]

d) Low

[]

16.How is the quality service of Hotel Mathura? a) Excellent

[]

b) Good

[]

c) Fair

[]

d) Average

[]

17.How is the quality food of Hotel Mathura a) Excellent

[]

b) Good

[]

c) Fair

[]

d) Average

[]

18.Do you agree the environment of this hotels clean? a) Yes

[]

b) No

[]

19.Do you think by changing a few things about Mathura Paradise a) Yes

[]

b) No

[]

72

20.Would you like to continue with same system in the future? a) Yes

[]

b) No

[]

21.Any Suggestions or comments about this Hotel?

Place :

Signature

Date :

73

BIBLIGRAPHY  Management of Organization

- Philip Kottar

 Marketing Management

- K.D Basava

 Publicity Management

- Britannica Compton

Encyclopedia Magazines News Papers

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