25-04-2012, 11:57 AM
FEASIBILITY STUDY OF APPLICATION AND IMPLEMENTATION
FEASIBILITY STUDY OF APPLICATION AND IMPLEMENTATION.docx (Size: 705.12 KB / Downloads: 173)
The project report contains “FEASIBILITY STUDY OF APPLICATION AND IMPLEMENTATION OF CUSTOMER RELATIONSHIP MANAGEMENT (CRM) IN EEFA LUXURY BUSINESS HOTEL” It is carried out to know which all strategy used by company to satisfy customer and manage the long term relationship in Belgaum city.
The EEFA HOTEL Belgaum has established itself as the most proffered business Hotel. The first – of- its kind luxury destination in Belgaum, EEFA is all set to redefine the world of business and leisure in the historic city of Belgaum.
The report initiates with the industry profile and company profile of EEFA HOTEL. The research is been conducted using simple random sampling method with sample size 100 units by the means of an questionnaire to study the customer relationship management towards EEFA HOTEL.
Further it includes the statement of the problem, objectives of the study and limitation of the study thereby making a clear base for initializing the project to arrive to an particular solution.
The project report also consists of analyses and interpretation of the questionnaire so formed. The findings are also mentioned.
Finally the project concludes by giving suitable suggestions which may act as a yardstick to the management for taking appropriate decision.
What are Services?
“Any activity or benefit that one party can offer to another that is essentially intangible & does not result in the ownership of anything. It’s production may or may not be tied up to a physical product.”
It is the part of the product or the full product for which the customer is willing to see value and pay for it
In simple terms, Services are deeds, processes and performances and an act of help or assistance
What is a Hotel?
The word Hotel is derived from the French language, [coming from hotel meaning host], which in simple words, Hotel is a building where rooms and meals are provided for Visitors/ travelers.
Hotels can be 7Star 5 Star, 4 Star, 3 Star, Budget Hotels and Regular one.
What is Hospitality?
Friendly and Kind behaviour towards the Guests, Food, Beverages or Services provided by an Organization to Guests or Customers.
HISTORY OF HOTELS
The cost and quality of hotels are usually indicative of the range and types of services available. Due to the enormous increase in the TOURISM worldwide during the last decade of 20th century, standards especially those of smaller establishments, have improved considerably.
For the sake of greater comparability, Rating system have been introduced, With the one to five stars. Classification being most common and with higher star ratings indicates more LUXURY. Hotels are independently assessed in traditional systems and these rely heavily on the facilities provided. The large differences exists in the hotels can be in the Quality of the accommodation and the taste of food.
The American Automobile Association [AAA] and their affiliated bodies use Diamonds instead of stars to express hotels and restaurant rating level.
One of the Historic Hotel of India which has gained its renown through Tradition is the TAJMAHAL PALACE and TOWER in Mumbai. It is one of the India’s most famous and Historic Hotel because of its association with the Indian Independence movement.
HOTEL INDUSTRY IN INDIA.
Hospitality is about Serving the Guests to provide them with, “ FEEL -GOOD - EFFECT ”. ATITHI DEVO BHAVA, [ GUEST is GOD ]. has been one of Central tenets of Indian culture since times Immemorial. In India, the Guest is treated with Utmost warmth and respect and is provided with Best Services.
Today, Hospitality sector is one of the Fastest Growing sector in India. It is expected to grow at the higher rate in the upcoming years.
Many International Hotels including Sheraton [Doha], Hyatt, Radisson, Meridien, Four season regent and Marriott International are already established in the Indian markets and still expanding.
Nowadays, almost the Travel and Tourism industry is also included in Hospitality sector. The boom in Travel and Tourism industry has led to the further development of Hospitality Industry. Even, the Tourism department in India has come up with a new Brand. The “ INCREDIBLE INDIA ” and has a Slogan “ ATITHI DEVO BHAVA”. A campaign to boost Tourism and Hotel Industry.
The Indian Hotel Industry has witnessed Tremendous boom in recent years. It is Inextricably linked with Tourism Industry and the Growth in Indian Tourism Industry has Fueled the Growth of Hotel Industry.
Indian Hotel Industry Continues to Grow Robustly in the upcoming years. The highest Growth can be attributed to the Increase in Foreign Tourist arrivals, The popularity of Heritage sites and International events such as the Common wealth Games being held in the Country.
Thus, The Future Scenario of Indian Hotel Industry looks BRIGHT. . .
[ TAJ HOTEL : Jamshetji Nusserwanji Tata Opened Taj’s First Hotel on December 16, 1903, The Taj Mahal Palace and Tower in Mumbai. This Grand Hotel Epitomized a Philosophy that still holds True Today, Provide Impeccable Service and Unparallel Facilities so Every Stay is MEMORABLE one ].
SOME MAIN FEATURES OF INDIAN HOTEL INDUSTRY:
The Industry is More dependent on Metropolitian Cities as they account for 75 to 80% of the Revenues, With Delhi and Mumbai being on Top.
The Average Room Rate [ ARR ] and Occupancy Rate [ OR ] are the two critical factors that determine Profitability. ARR depends on Location, Brand Image, Star Rating, Quality of facilities and Services offered. The [ OR ] depends on other seasonal factors.
India is an Ideal Destination for Tourists. Approximately 4.4 Million tourists visit India every year. Thus, the Growth prospects are very high.
In the Hotel Sectors, A number of Multinationals have strengthen their Presence. Players like Four Seasons are also likely to enter the Indian market in near future.
MAJOR PLAYERS IN INDIAN HOTEL INDUSTRY.
The Major Players in Indian Hotel Industry can be broadly classified into Private Players and Public Sector. The Major Players include Indian Hotels Company limited, East India Hotels limited [ The Oberoi Group ], Asian Hotels and ITC Hotels Corporation of India are the Major Public Sector Players.
The Top Players in Hospitality Sector are:
ITDC Hotels.
Hotel Corporation of India.
The Private Sector Players:
ITC Hotels.
Indian Hotels Company limited.
[ The Taj Hotels, Resorts and Palaces].
Oberoi Hotels. [ East India Hotels].
Hotel Leela Venture.
Asian Hotels limited.
Radission Hotels and Resort.