The Gateway Hotel Ppt
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CUSTOMER PERCEPTION OF BANQUET FACILITIES AND EFFECTIVENESS OF S.O.P’S
Differentiation..... The new mantra!!!! Taj Vivanta by Taj The Gateway Ginger.
Gateway is positioned above the economy brand Ginger but placed below the Residency and the Taj brands.
To understand effectiveness of internal SOP’s and the deviations To determine the factors that influence a customers choice of banquet facilities To evaluate customer perception of The Gateway Hotel
DEVIATIONS OBSERVED The waitlisted enquiries are reverted back to only if there is a cancellation or if the guest enquires
No message is conveyed to the guest whose booking is on enquiry
No regret letter is sent on cancellation only a reply is sent confirming the cancellation and retention charges if any
No weekly or monthly forecasts are made
95%
Of the respondents felt that they were provided with complete and accurate information on time
Overall
response : Good Service
Training
on negotiating skills
Existing
SOP for tracking enquiries is ineffective
Weekly
and monthly forecasts to be made mandatory
Hotel can do away with banquet brochures
PAPER
LESS OFFICE!!
RESPONDENT SIZE
100 CORPORATE CLIENTS
84 USERS AND 16 NON USERS
STATSTICAL TOOLS USED
SIMPLE PERCENTAGE METHOD
CHARTS AND GRAPHS
74% of the respondents fell under the occasionally ,rarely and never category
38% occasionally
Out of 100 respondents : 12 sales calls
6: company lists
Association to the Taj Brand
Levelof agreement 2% 7%
12% Disagree DisagreeSomewhat Neutral
36% 29%
Agreesomewhat Agree Strongly Agree
14%
Scope for improvement
TAJ
RESIDENCY
ROYAL
ORCHID
LEELA
PALACE
Increase the frequency of sales calls
DIFFERENCIATE!!! Enliven the Meetings, Conferences Inductions, change presentation style etc THE GATEWAY Brand
Up sell its to overseas clients
Revise the existing corporate rates and set limitation periods CONVINENCE!!!! Incorporate state of the art technology 1 person on call ( 24 7) ATTENTION TO DETAIL! Importance to presentation VALUE 4 MONEY!! Larger menu
Differentiation..... The new mantra!!!! Taj Vivanta by Taj The Gateway Ginger.
Gateway is positioned above the economy brand Ginger but placed below the Residency and the Taj brands.
To understand effectiveness of internal SOP’s and the deviations To determine the factors that influence a customers choice of banquet facilities To evaluate customer perception of The Gateway Hotel
DEVIATIONS OBSERVED The waitlisted enquiries are reverted back to only if there is a cancellation or if the guest enquires
No message is conveyed to the guest whose booking is on enquiry
No regret letter is sent on cancellation only a reply is sent confirming the cancellation and retention charges if any
No weekly or monthly forecasts are made
95%
Of the respondents felt that they were provided with complete and accurate information on time
Overall
response : Good Service
Training
on negotiating skills
Existing
SOP for tracking enquiries is ineffective
Weekly
and monthly forecasts to be made mandatory
Hotel can do away with banquet brochures
PAPER
LESS OFFICE!!
RESPONDENT SIZE
100 CORPORATE CLIENTS
84 USERS AND 16 NON USERS
STATSTICAL TOOLS USED
SIMPLE PERCENTAGE METHOD
CHARTS AND GRAPHS
74% of the respondents fell under the occasionally ,rarely and never category
38% occasionally
Out of 100 respondents : 12 sales calls
6: company lists
Association to the Taj Brand
Levelof agreement 2% 7%
12% Disagree DisagreeSomewhat Neutral
36% 29%
Agreesomewhat Agree Strongly Agree
14%
Scope for improvement
TAJ
RESIDENCY
ROYAL
ORCHID
LEELA
PALACE
Increase the frequency of sales calls
DIFFERENCIATE!!! Enliven the Meetings, Conferences Inductions, change presentation style etc THE GATEWAY Brand
Up sell its to overseas clients
Revise the existing corporate rates and set limitation periods CONVINENCE!!!! Incorporate state of the art technology 1 person on call ( 24 7) ATTENTION TO DETAIL! Importance to presentation VALUE 4 MONEY!! Larger menu
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