MARKETING OF SERVICES TERM PROJECT

COMPARATIVE ANALYSIS OF RADISSON WITH OTHER FIVE STAR HOTELS

SUBMITTED TO: Dr. NEERU SHARMA

SUBMITTED BY: ABHIRJIT SAH (1063) AMIT RAI (1065) HARBIR RAI (1076) VIKAS SEHGAL (1120) VINAYAK MARWAH (1122)

Date of Submission: 10-10-2001

CONTENTS
EXECUTIVE SUMMARY 1. 2. 3. 4. 5. 6. 7. 8. 9. 10. 11. 12. 13. 14. INTRODUCTION GENERAL SCENARIO COMPANY PROFILE SCOPE F STUDY METHODOLOGY LIMITATINS F STUDY OUTCOME SUMMARY RESEARCH METHODOLOGY DATA ANALYSIS AND INTERPRETATION COONCLUSION RECMMENDATION SUGGESTION BIBLIOGRAPHY

15.

ANNEXURE

INTRODUCTION
Time lost is time gone, the lull before the storm is the time of silence, yet business goes on. People change, situation change, yet again companies the entity, lives on. Liberalization has brought on way too many changes, slowly not it is increasing the competition but because of various unavoidable reasons it is affecting tourism and the business travelers extensively. Growth in the last few years was expected to be stupendous for the leisure market, FITs (Free Individual Traveler) as well as the business traveler. Political inconsistency and the advent terrorism in the country fore cast a shadow like a phantom on the business of the Hotel industry bringing it t its present state of low market. Yet expectations run high, people dare to dream, tourism will boost, foreign investors will again look to instead t India instead of China as of now and hoteliering will flourish again, keeping this hope in their heart many internationals chain of Hotels like Fur Season, Marriots, Radisson, Hyatt, etc. have started construction and investment in India.

Due to the scenario the job of the sales and marketing become worse as business being low, overall productivity being low, hence market share is low- to increase the market share would mean to compromise on services as hotel would have too compromise on its pricing and create a state of flux in the

market. Henceforth, the Sales Manager concentrates on value for money for the guests and looks to offer him even more services at the same amount of price to lure him from another hotel and maintain his strong market share and create a niche for himself in the market. Enter the Radisson. GENERAL SCENARIO CARLSON HOSPITALITY WORLDWIDE

Carlsons companies incorporation, is one of Americas largest privately held corporations. A global leader in the travel, hospitality, and marketing industries, Carlson Companies is the parent company of over 75 corporations. It generated $13.4 billion in systematic revenues under Carlson brands in 1999 and $20 billion in 2000. Its four dynamic operating groups, each single-mindedly focused on achieving market leadership in its segment, are characterized by continuous global expansion, leadership through technology, and

dedication to quality. CARLSON HOSPITALITY WORLDWIDE It is a major force in the hospitality industry. Its lodging operations span 480 locations in 42 countries, including five cruise ships that travel all seven continents. Its restaurant operations include over 470 locations in 34 countries. Carlson Hospitality Worldwide is a powerful family of brands includes the following: Regent International Hotels Radisson Hotel Worldwide Radisson Seven Seas Cruise Country Inns and Suites by Carlson

T.G.I Fridays Fridays American Bar Italiannis Front-Row Sports Grill RADISSON HOTELS WORLDWIDE Recognized within the industry as one of the worlds leading upscale hotel companies, Radisson is focusing its effort on a unified goal of quality. The future of our brand depends on building relationship with guest that would lead to brand preference. satisfaction We on intend the line to put by our commitment a to guest guest

implementing

100%

satisfaction guarantee in 1998. We are focused now on the only reason were in business: to take care of our guests. Radisson operates, manages, and franchises deluxe plaza hotels, suite hotels, hotels and resorts, flying its flag over 350 properties in 39 countries. RADISSON HOTEL INDIA OPERATIONS Radisson Hotel Worldwide have started operation in India. It has already started operating in major cities such as New Delhi, Calcutta, Ahmedabad and Chennai.

RADISSON HOTEL DELHI Located at stones throw from both, the International and National Airport, and a mere 25 minutes from the city-center, the Radisson Hotel Delhi is a part of a worldwide chain of over 350 hotels. An elegant low rise building, sprawling over 5 acres of landscaped gardens, it is designed to offer the most modern state-of-the-art facilities to the business traveler. MISSION STATEMENT The Radisson Hotel Delhi will strive to be the first choice of the business traveler to Delhi by providing our guests with efficient service, warmth, friendliness and security at an attractive price. We will achieve the above by teamwork, sound and ethical management and business practices as a Yes I can! attitude seeking in the process to consistently exceed guest expectations. YES I CAN PRINCIPLES Show a Yes I Can! Attitude Take Personal Responsibility Use Teamwork

ABCs OF TURNING PROOBLEM INTO OPPURTUNITIES

Apologize for the problem. Be understanding and listen to the customer. Correct the problem quickly. Discuss what the customers wants done. Explain what actions you will take. Follow through on the solution.

A-Z OF THE RADISSON HOTEL NEW DELHI ACCOMODATION The hotel has a total of 256 guest rooms and suites on four floors. The first floor is Plaza Floor while the second, third and fourth floor have superior rooms. CLASSIFICATION OF ROOMS DELUXE SUITE EXECUTIVE SUITE PLAZA CLUB DOUBLE BUSINESS CLASS DOUBLE BUSINESS CLASS TWIN SUPERIOR DOUBLE SUPERIOR TWIN PRESIDENTIAL SUITE TOTAL ROOMS 43 1 256 14 82 14 44 44 14

The four different categories of accommodation will attract the following benefits:

SUPERIOR ROOMS Complimentary airport-hotel transfers by car. Complimentary fruit basket replenished daily. Complimentary local calls. Complementary incoming faxes. No charge for international line access. In room coffee/tea maker.

BUSINESS CLASS Complementary airport-hotel-airport transfers by luxury car. Complementary buffet breakfast in the coffee shop. A box of cookies as a turn down amenity. Complementary fruit basket replenished daily. Complementary local calls. No charge for international line access. In room coffee/tea maker.

PLAZA CLUB Complementary airport-hotel-airport transfers by limousine. Complementary American breakfast in the Executive Plaza Club Lounge. Happy hour in the Plaza Club Lounge. Complimentary tea/coffee and use of the lunge throughout the day. A box of cookies as a turn down amenity. Complimentary ironing of one suit/dress per stay. Complimentary photocopying in the Plaza Club Library. In room fax machine on request. a goodnight tray consisting of Hot Chocolate with a box of cookies. Complimentary meeting room for two hours per day. Complementary local calls. No charge for international line access. In room coffee/tea maker.

SUITES Complementary airport-hotel-airport transfers by limousine. Complementary American breakfast in the Executive Plaza Club Lounge. Happy hour in the Plaza Club Lounge. Complementary evening canaps daily. Complimentary tea/coffee and use of the lounge throughout the day. Complimentary ironing of one suit/dress per stay. Complimentary photocopying in the Plaza Club Library. In room fax machine on request. a goodnight tray consisting of Hot Chocolate with a box of cookies. Complimentary meeting room for two hours per day. Complementary local calls. No charge for international line access. In room coffee/tea maker.

GUEST SERVICES The Radisson Hotel Delhi has a comprehensive selection of guest services, which include the following: Swimming pool surrounded by a landscaped sun deck. Shopping center in the lobby area. Car parking for over 482 vehicles. Limousine service. Travel counter for arranging travel reservations and local sight seeing. Laundary and valet services. Health club with sauna, steam, Jacuzzi and massage service. Gymnasium and squash courts. Business center. Beauty parlor. Tea/coffee maker in every room.

HOTELS RESTURANTS, LOUNGES AND BARS.

1. The Great kebab Factory: This is the located on the lobby level. It is next the pool. It is of the most

Indian Specialty Restaurant

to the coffee shop and overlooks

popular, trendy restaurant offering large variety This unique concept serves Galouti

kebabs.

Kebabs as the signature dish. It can accommodate upto 84 people 2. NYC- Fun Cafe: This is the 24-hour coffee shop of the hotel which can accommodate upto 121 people. The coffee shop is located on the lobby level and overlooks the pool

as well as the Tea Lounge. The coffee shop serves breakfast, lunch, & dinner buffet. It also has an A La Carte menu. 3. I Ching: This is the Chinese specialty restaurant which can accommodate upto 92 people. It is located at the lobby level and is close to the Business Centre. 4. Tea Lounge: The tea lounge is located in the lobby itself and can accommodate upto 40 people. Tea lounge serve pastries, services and different kinds of tea/coffee etc. 5. Savannah Bar: It is the colonial style bar, located on the lobby level and has a capacity of 52.

6.

Italians: A casual Italian food restaurant next to the banquets entrance. It would serving Italian food.

7.

Super Stars: The hotel has the first ever sports barin India. It is located on the basement 1 and is overlooking the squash court. It can accommodate upto 200 people.

8.

Pool Bar: The hotel has a pool bar for its resident guests and health club members. It is located beside the swimming pool.

OBJECTIVE OF THE STUDY

SPECIFIC OBJECTIVE The main objective of the study was to identify the guest preferences for their various choices of hotels for and when their stay at New Delhi. GENERAL To find what according to guests are their individual needs, preferences and services they require to maximise a pleasant stay. To find the views of guest regarding hotel services offered by hotels in Delhi the standards they expect and the standards they get. To find the needs and requirements of guests on a prioritized basis what is important and what is not for them in a five star deluxe category hotel. To find guest preferred time of year for travel;, business or pleasure, booking convenience etc., and their reason for choice of hotel.

To find the brand name and goodwill, being a chain or a single unit property matter or not.

To find guest movement for groups their preference for stay. Travel agencies, their movements in the leisure, Conference, FIT Markets etc.

To find views of decions markers as to reasons for choice of hotel for their guests in terms of proximity, pricing etc.

SCOPE OF THE STUDY

This project basically tries to identify the various guest views at the Radisson, their experiences, expectations and feedback. The Project will also critically analyse the service standards at the Radisson and the level of service expected as well as the market leader Vis--vis guest views, decisions markers and travel agents. The focus here mainly being the best available fir the guest to choose from yet at a price. The focus] of the study would hence be to identify Guest Preference For Choice Of Hotel At New Delhi, Conducted Co-ordinated by The Sales And Marketing Radisson Hotel Delhi.

METHODOLOGY
The project is done in selected areas of Delhi corporate, tourism and guest staying at hotels. An exploratory survey has been chosen which would lay foundation for a good research design. Random sampling has been restored on a representative basis to select 120 respondents from the entire population. For selection of 120 respondents from entire population keeping the objective in mind, a structured and undisguised questionnaire is designed to collect various responses with regard to hotel stay from respondents. Responses were collected personally and through communication facilities such as Fax, telephone etc. The collected data has been subjected to analysis as per the objective and tool design has yielded a pattern of frequency leading to conversion into percentages. Thus a descriptive method has been adopted and analysis of data.

LIMIATIONS OF THE STUDY

The study is restricted only to hotel guests, travel agents and decision makers for the present moment at Delhi due to logistics, time and cost factor etc. there is no specific tool to measure the effectiveness of the study of the guest preference for choice of hotel and is basically the views of guests, decision makers for the corporate sector travel agents for groups and FITs.

LOGISTICS OF THE STUDY

Once the research design steps are over, the next phase is data collection operation i.e. filed work. Since the study has been done in the city of Delhi, the research had to be conducted within certain Social, Cultural and Legal parameters, within a short period of time, which has restricted the sample size to 120 only. Field-work is the most expensive and error phone phase in a research work. Here, researcher experiences a number of problems like non-availability of the respondents and the various logistics mentioned above.

ENABLING PROCESS
The top management at the Radisson were very keen to know guest views about services rendered and services offered and the views of travel agents as well as decision makers in regard to their reason for choice of hotel at New Delhi. BARRIERS The major problem that the researcher faced was basically resistance from certain quarter of a) Guest who did not like to be distributed. b) Travel Agents who out rightly refused to fill the questionnaire as they felt the information was sensitive and confidential. c) Decision makers who out rightly said that they did not have the time to respond to the questionnaire. d) Some of the officials filled the questionnaire after repetitive requests by the researcher but the information contributed by them was not of much use as there was lack of seriousness.

OUTCOME OF THE STUDY

It is expected from the finding that guest views at times may also be neglected as decisions are made by the corporate decision makers and travel agents. Also, certain guests feel not difference in any fine star deluxe category as according to them all affer almost the same services.

RESEARCH METHDOLOGY
RESEARCH DESIGN A research design helps to define the problem, method of data collection, analysis, time requirement for the project and to estimate the expenses to be incurred. It is simply a framework or plan for a study tha6t guides to collect the data for analysis. A exploratory research has been chosen for laying the foundation of a good research design, that would satisfy the research design and the research objectives. Survey of internal data is carried out internally as well as externally. Internal secondary data is taken from the marketing information data base of the company. This uncovers information data base of the company. This uncovers information like list of the competitors, customers, company profile, marketing strategies adopted by the company etc., whereas external secondary data brings out industrial

background, History and Trends in Hotel Sales and guest views. The sources of these are guest comment cards, services opinion etc. DATA COLLECTION METHOD Among the two basic methods of collection data i.e.

Questionnaire method and observation method, Questionnaire

method is selected for data collection. In this method the respondents are questioned directly about their opinion and demographics. It is less time consuming and relatively less expensive and data recorded is more reliable, valid, flexible and easy to answer by three segments the in house guest, the travel agent and the decision maker for corporate bookings. Responses were collected through personal meetings and the various communication facilities such as Fax, Phone etc. Random sampling has been resorted on a representative basis to select the 120 respondents from the population of New Delhi., 40 being from each segment. CONTRUCTION OF QUESTIONNAIRE The primary data was collected with a structured and undisguised questionnaire method, keeping in mind the three segments of respondents i.e. the in house guest, the travel agent and the decision maker for corporate bookings, separates questionnaire were designed, keeping in mind the convenience of the question help the researcher collect suggestions from the respondents. A pilot study has been conducted prior to the construction of the questionnaire to check whether the respondents understand all the questions, whether they interpret the questions correctly etc. after the pretest certain questions have been eliminated,

dichotomous questions has been changed to multiple choice questions, words and sequences or certain questions have been changed too. A copy of the three questionnaires has been attached to the annexures. SAMPLING PLAN Sampling is an integral part of data collection process. Due to time, cost and logistics of the constraints, it was not feasible to collect data from each and every respondent in the target segment. Hence, it is important to follow certain procedures to generate a true i.e. representative Probability and sample. Among the two

approaches

Non-probability

sampling,

Probability sampling approach was selected, as sample frame is available. It has got advantage of higher efficiency, scientific method and lower relative cost. Random sampling has been resorted on a representative basis to select the 120 respondents from the entire population.

TABLE NO: 01 FREQNENCY OF TRAVEL FREQUENCY OF TRAVEL ONCE A MONTH ONCE IN SIX MONTHS ONCE A YEAR TOTAL 14 15 11 40 FREQUENCY N = 40 PERCENTAGE OF GUESTS 35 38 27 100

From Table No: I, it is inferred that 35% of the guest travel once a month, 38% of the guest travel once in six months and 27% of the guests travel once a year.

TABLE No: 02 PURPOSE OF STAY PURPOSE OF STAY BUSINESS PLEASURE TOTAL FREQUENCY = 40 25 15 40 N PERCENTAGE OF GUEST 63 37 100

From Table 2, it is understood that the purpose of stay for 63% of the guest is solely business whereas for 37% it is pleasure

TABLE No: 03 DURATION OF STAY DURATION OF STAY GUESTS FREQUENCY = 40 DECISION MAKER 001 TO 2 DAYS 1 TO 7 DAYS 001-2 WEEKS LONG STAY 12 15 9 4 15 13 9 3 31 38 21 10 GUESTS DECISION MAKER 38 32 22 8 N PERCENTAGE

From the above Table it is clear that 31% of the guest and 38% of decision makes stay for a duration of one two days, 38% of the guests and 32% of the decision makers stay for a period one to seven days, while a mere 10% of guest and 8% of decision makers stay for a long period.

TABLE No: 04 REASONS FOR CHOICE OF HOTEL REASONS FOR CHOICE OF HOTEL PERCEPTION PRINCE BRAND NAME F & B OUTLETS PROXIMITY RAPPORT WITH S.P ROOM SIZE AMBIENCE DCOR COMPANY PROVIDE SERVICE HEALTH CLUB SWIMMING POOL TOTAL 6 1 1 40 15 2 2 100 4 5 5 2 6 2 2 1 2 3 FREQUENCY N=40 PERCENTAGE OF GUEST 9 13 12 5 15 6 7 2 4 8

From the above table it is inferred that service and prximity are the most important reasons in the guests choice of hotel though pricing and brand name are also equally important TABLE No: 05 PREFERED WAY OF BOOKING

BOOKING METHOD

FREQUENCY N=40

PERCENTAGE

GUEST

DECISION MAKERS

GUESTS

DECISION MAKERS

SELF TRAVEL AGENT COMPANY TOTAL

5 4

4 3

12 10

10 9

31 40

33 40

78 100

81 100

Table No:5 inferrs that of the three method of booking, guests & decision makers prefer company booking followed by self booking

TABLE No: 06 QUALITY OF SERVICE STANDARDS SERVIC E STANDA RDS GUEST DECISIO TRAVEL N MAKERS GOOD 23 27 7 23 9 58 36 AGENTS GUEST DECISIO TRAVEL N MAKERS 68 18 58 23 AGENTS FREQUENCY N=40 PERCENTAGE

SATISFA 15 CTORY BAD TOTAL 2 40

6 40

8 40

6 100

14 100

19 100

From the above table it can be understood that 58% of the guests find the service standard of Radissonoto be good in comparrision to other hotels, 68% of the decision makers find service standards of radisson to be good

TABLE No. 07 CATEGORY OF ACCOMODATION CATEGORY OF ACCOMADATION AVAILED HOTELS GUEST HOUSE BUNGLOWS TOTAL 35 4 1 40 86 11 3 100 FREQUENCY N = 40 PERCENTAGE OF DECISION MAKERS

The table infers that 86% of the decision makers accommodate their guest in hotel, and a mere 3% in bunglows.

TABEL NO. 08 AVERAGE ROOM NIGHTS PER MONTH CLASS FREQUENCY N = 40 PERCENTAGE OF DECISION MAKER SUPERIOR EXECUTIVE SUITES TOTAL 27 9 4 40 68 22 10 100

From table no:8 it can be understood that 68% of decision makers prefer the superior class and 22% prefer the executive class of rooms.

TABLE NO. 09 NATURE OF BUSINESS HANDLED NATURE OF BUSINESS FREQUENCY N = 40 HANDLED CONFERENCE FIT LEISURE AND CONFERENCE CONFERENCE AND FIT LEISURE AND FIT LEISURE, CONFERENCE, FIT TOTAL 9 8 6 6 5 4 2 40 PERCENTAG OF TRAVEL AGENTS 22 18 16 16 12 10 6 100

From table no: 9 we find that 18% of travel agents handle conferences, while 16% handle leisure, and 6% handle all three

TABEL NO. 10 HIGH BUSINESS VOLUME MONTHS HIGH BUSINESS VOLUME MONTHS OCTOBER TO DECEMBER & JANUARY TO MARCH SEPTEMBER TO APRIL 6 15 FREQUENCY N = 40 34 PECENTAGE OF TRAVEL AGENTS 85

From the above table it can be understood that 85% of the agents feel that from October to December and from January to March are the high business volume while 15% of the travel agents feel that from September to April is the high business volume period.

TABLE NO: 11 LOW BUSINESS VOLUME MONTHS LOW BUSINESS VOLUME MONTHS APRIL TO SEPTEMBER TOTAL SUMMER MARCH TO OCTOBER & DECEMBER TOTAL 40 100 FREQUENCY N = 40 25 4 11 PERCENTAG OF TRAVEL AGENTS 62 11 27

From Table No. 12 it is inferred that 62% of the travel agents find April to September to be the low business volume months and 11% find the entire summer to be the low business volume months.

TABLE NO. 12 REASON FOR CHOICE OF HOTEL REASONS FOR CHOICE OF HOTEL PERCEPTION F & B OUTLETS BRAND NAME RAPPORT WITH S.P. PROXIMITY AMBIENCE ROOM SIZE COMPANY POLICY DCOR GOODWILL SERVICE HEALTH CLUB PRICING SWIMMING POOL TOTAL 5 4 5 2 6 2 2 1 1 3 1 1 6 1 40 FREQUENCY N = 40 PERCENTAGE OF TRAVEL AGENTS 12 9 13 5 14 5 6 2 4 8 4 2 14 2 100

From the table No. 13 we can ascertain that the main reason for choice of hotel for the travel agents are proximity and pricing followed by brand name and perception. Goodwill and F&B outlets are also other important factors taken into consideration.

TABLE No: 13 AVERAGE AMOUNT OF ROOM REQUIREMENT AVERAGE AMOUNT OF ROOM REQUIREMENT 001-15 15-30 30-90 90 & ABOVE TOTAL 16 11 9 4 40 41 27 22 10 100 FREQEUNCEY N = 40 PERCENTAGE OF TRAVEL AGENTS

From the Table No. 14 it is inferred that 41% of travel agents required 001-15 rooms on an average per month, 27% of travel agents require 15-30 rooms.

TABLE NO. 14 MARKET SHARE OF HOTELS HOTEL NO. OF ROOMS NATURAL MARKET SHARE RADISSON THE OBEROI TAJ MAHAL MAURYA SHERATON HYATT REGENCY TAJ PALACE INTER-CONTIENTAL LE-MERIDIAN PARK ROYAL 256 289 300 440 518 421 444 355 216 8 9 9 14 16 13 14 11 6

TABLE NO. 15 COMPARISON TO OTHER HOTELS IN TERMS OF FACILITES, AMINITES AND SERVICES HOTEL TAJ-MAHAL MAURYA SHERTAON THE OBEROI HYATT REGENCY PARK ROYAL LE-MARIDIAN TAJ PALACE PERCENTAG OF GUEST 40 43 53 55 25 30 40 RADISSON 60 57 47 45 75 70 60

CONCLUSION
Based on the interpretation of data it was seen that for all the three categories a) Guest staying at hotels b) Corporate decision makers c) Travel Agents The conclusion vary. They are as follows: A) Guest Staying at Hotel Most of the guest travel once in six months followed by some of them travelling once a month too. Guests mostly are travelling today due to business

requirements and one-third of the total average traveler is for pleasure. An average guest at a five star deluxe hotel prefers to stay from one day to a week followed by some staying just for a day or two depending in their criteria for visit. Most guest are very service conscious and brand name are a high plus point when choice of hotel for stay.

Most guest felt that Radisson service standers international level.

are of

Most guest feel that Radisson plus point are its brand name, pricing, goodwill and the kind of F&B outlets it processes.

Certain section of guest felt that pricing at the Radisson was competitively price and the interaction quality by operational staff was good.

B) Corporate Decision Makers Most corporate decision makers choose hotel as choice of stay for their corporate guest houses and bunglos. The average duration of a corporate guest is one to two days followed by one day to a week and one to two weeks. The average room nights for corporate guest go to superior rooms followed by executive club and suites. Corporate decision makers prefer to book their guests online with company policy. Most corporate decision makers feel Radissons could be ranked as the third or fourth choice amongst the leading hotels in Delhi.

The level of services they feel is good but certain sections are not very happy with the services.

C) Travel Agents Most travel agents prefer to handle the leisure market followed by conference and then FITs whereas certain sections prefer to handle both leisure and conference together. The high business season according to travel agents is winters whereas summers being the period. Most travel agents find the pricing, proximity, their perception and brand name as major reasons for their choice of hotel whereas pricing being the main criteria. The average amount of room requirements for travel agents is one to 15 rooms on a month followed by 15 to 30 rooms and 30 to 90 rooms. A large amount of travel agents feel that Radisson is a good hotel whereas some of them think it to be just average.

RECOMMENDATION
The service standards a The Radisson are to be enhanced. The attitude of the operational staff needs to be improved. Training programs to be conducted for better customer satisfaction, time management, guest interaction, telephone manner. To enhance proper coordination and development needs of management staff. In a similar manner training needs for the lower rank and card staff to be identified. More attention to be paid on selection procedure while employing.

SUGGESTIONS
The Radisson needs to concentrate higher on its brand image to be a market leader whereas it possess the necessary manpower and area. The service standards need to be done for the attitude of the operational staff via proper training on a regular basis. Emphasis is to be paid on upgradation of amenities and services and understanding guest requirements rather than a laid-back attitude. Leisure market to be scrutinized closely as it possesses strong chances for grwoth. Interaction qualities with guests to be enhanced and service staff to develop the attitude of being friendly, helpful yet professional and within their limits.

BIBLIOGRAPHY
Melanie Berger Sales & Marketing Management Technology Update Bill publication Newspaper The Times of India Sanjay Grover Plaza Times Stanfer Club Hotel Impresso Publication Sue Bryant Radisson Guest Publisher Marcus

ACKNOWLEDGEMENT
Our Profuse Gratitude Goes To Dr. Neeru Sharma for her invaluable support and guidance which added worth to this study Mr. Sanjiv Tyagi (Vice-President and General Manager), Radisson, New Delhi. All at the Radisson Executive Floor

EXECUTIVE SUMMARY
The project deals with the assessment of the level of customer satisfaction visitors derive from Radisson. The project was undertaken to measure the levels of satisfaction from Radisson as compared to other hotels. The major disadvantage the hotel has to cope with is that it is not a loft of potential customers, who would prefer visiting a more conventionally located hotel. Another disadvantage is that the attitude of the operational staff needs to be improved. Thirdly the general perception about the coffee shop NYC is that it is not upto the mark, in terms of ambience cuisine and service as compared to other 5 star coffee shops. The method selected was probability sampling as the sampling frame was too large to incorporated the responses of everyone.