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CHAPTER -1

INTRODUCTION

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1.1 INTRODUCTION

A hotel is an establishment that provides lodging paid on a short term basis.

Facilities provided may range from a basic bed and storage for clothing, to

luxury features like en-suit bathroom. Larger hotels may provide additional

guest facilities such as a swimming pool, business centre, childcare,

conference facilities and social function services, hotel rooms are usually

numbered to allow guests to identify their room. Some hotels offer meals as

part of a room and board arrangement. In the united kingdom, a hotel is

required by law to serve food and drinks to all guests within certain stated

hours. In japan, capsule hotels provide a minimized amount of room space

and shared facilities.

Hotel operations very in size, function, and costs. Most hotels and major

hospitality companies have set industry standards to classify hotel types. An

upscale full service hotel facility offers luxury amenities, full service

accommodations, on site full service restaurants, and the highest level of

personalized service. Full service hotels often contain upscale full service

facilities with a large volume of full service accommodation, on site full

service restaurants, and variety of on site amenities. Boutique hotels are

smaller independent non branded hotels that often contain upscale facilities.

Small to medium sized hotel establishment offer a limited amount of on site

amenities. Economy hotels are small to medium sized hotel establishments

that offer basic accommodation with little to no services. Extended stay

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hotels are small to medium sized hotels that offer longer term full service

accommodations compared to a traditional hotel.

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Every unit has got more some or other history if its own. It

includes when the fi rm was incorporated, who were the promoters,

what was its purpose, what are the products manufactured by it,

etc.

Itc limited entered the hotel business on 18 october 1975 with the

opening of a hotel in chennai, which was renamed hotel chola. In

2006, itc hotels operated 100 hotels in 75 locations. Itc hotel have

a reputation of playing host to visiting royalty and world leaders

time again.

Fortune park hotel ltd. Is a wholly owned subsidiary of itc ltd. Set

up in 1995 to cater to the mid-market to upscale hotel segment in

business and leisure destinations, today it is a professionally

managed hotel management company.

Fortune hotels operates across a wide spectrum of brand

extension, thereby creating specialised products, designed to suit

the specifi c needs of various segments. Fortune selects, parks and

inns are business hotels in metros and non-metros, and fortune

resorts are hotels in popular holiday destinations. my fortune is

the latest addition to the bouquet of brands by fortune hotels.

Itc hotels has one of the most extensive art collection in india. A

museum of their collection is being planning in kolkata. Itc grand

bharat is their latest hotel established in manesar, gurgaon.

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In 2015, it has started premium and luxuriou s hotel in rajkot at

150 feet ring road , near mavdi circle under the name of fortune

park jps grand . It is one of the newest and sophisticated hotels

in gujarat. Fortune park jps grand , rajkot has a unique

lavational advantage. The hotel is centrally located in the

business hub of rajkot.

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1.2 COMPANY HISTORY

ITC was incorporated on August 24, 1910 under the name of 'Imperial

Tobacco Company of India Limited'. Its beginnings were humble. A leased

office on Radha Bazaar Lane, Kolkata, was the centre of the Company's

existence. The Company celebrated its 16th birthday on August 24, 1926, by

purchasing the plot of land situated at 37, Chowringhee, (now renamed J.L.

Nehru Road) Kolkata, for the sum of Rs 310,000. This decision of the

Company was historic in more ways than one. It was to mark the beginning

of a long and eventful journey into India's future. The Company's

headquarter building, 'Virginia House', which came up on that plot of land

two years later, would go on to become one of Kolkata's most venerated

landmarks. The Company's ownership progressively Indianised and the name

of the Company was changed to I.T.C. Limited in 1974. In recognition of the

Company's multi-business portfolio encompassing a wide range of

businesses - Cigarettes & Tobacco, Hotels, Information Technology,

Packaging, Paperboards & Specialty Papers, Agri-Exports, Foods, Lifestyle

Retailing and Greeting Gifting & Stationery - the full stops in the Company's

name were removed effective September 18, 2001.

Though the first six decades of the Company's existence were primarily

devoted to the growth and consolidation of the Cigarettes and Leaf

Tobacco businesses, the Seventies witnessed the beginnings of a corporate

transformation that would usher in momentous changes in the life of the

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Company. ITC's Packaging & Printing Business was set up in 1925 as a

strategic backward integration for ITC's Cigarettes business. It is today

India's most sophisticated packaging house.

In 1975 the Company launched its Hotels business with the acquisition of a

hotel in Chennai which was rechristened 'ITC-Welcome group Hotel Chola'.

The objective of ITC's entry into the hotels business was rooted in the

concept of creating value for the nation. ITC chose the hotels business for its

potential to earn high levels of foreign exchange, create tourism

infrastructure and generate large scale direct and indirect employment.

Since then ITC's Hotels business has grown to occupy a position of

leadership, with over 100 owned and managed properties spread across

India.

In 1979, ITC entered the Paperboards business by promoting ITC

Bhadrachalam Paperboards Limited, which today has become the market

leader in India. Bhadrachalam Paperboards amalgamated with the Company

effective March 13, 2002 and became a Division of the Company,

Bhadrachalam Paperboards Division. In November 2002, this division merged

with the Company's Tribeni Tissues Division to form the Paperboards &

Specialty Papers Division. ITC's paperboards' technology, productivity, quality

and manufacturing processes are comparable to the best in the world. It has

also made an immense contribution to the development of Sarapaka, an

economically backward area in the state of Andhra Pradesh. It is directly

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involved in education, environmental protection and community

development. In 2004, ITC acquired the paperboard manufacturing facility of

BILT Industrial Packaging Co. Ltd (BIPCO), near Coimbatore, Tamil Nadu. The

Kovai Unit allows ITC to improve customer service with reduced lead time

and a wider product range.

In 1990, ITC acquired Tribeni Tissues Limited, a Specialty In 1985, ITC set up

Surya Tobacco Co. in Nepal as an Indo-Nepal and British joint venture. Since

inception, its shares have been held by ITC, British American Tobacco and

various independent shareholders in Nepal. In August 2002, Surya Tobacco

became a subsidiary of ITC Limited and its name was changed to Surya

Nepal Private Limited (Surya Nepal). The merged entity was named the

Tribeni Tissues Division (TTD). To harness strategic and operational synergies,

TTD was merged with the Bhadrachalam Paperboards Division to form the

Paperboards & Specialty Papers Division in November 2002.

Also in 1990 leveraging its Agri-sourcing competency ITC set up the Agri

Business Division for export of Agri-commodities. The Division is today one

of India's largest exporters. ITC's unique and now widely acknowledged e-

Chou pal initiative began in 2000 with soya farmers in Madhya Pradesh. Now

it extends to 10 states covering over 4 million farmers. ITC's first rural mall,

christened 'Chou pal Saagar' was inaugurated in August 2004 at Sehore. On

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the rural retail front, 24 'Chou pal Saagar' are now operational in the 3 states

of Madhya Pradesh, Maharashtra and Uttar Pradesh.

In 2000, ITC launched a line of high quality greeting cards under the brand

name 'Expressions'. In 2002, the product range was enlarged with the

introduction of Gift wrappers, Autograph books and Slam books. In the

same year, ITC also launched 'Expressions Matrubhasha', a vernacular

range of greeting cards in eight languages and 'Expressions Paperkraft', a

range of premium stationery products. In 2003, the company rolled out

'Classmate', a range of notebooks in the school stationery segment.

ITC also entered the Lifestyle Retailing business with the Wills Sport range

of international quality relaxed wear for men and women in 2000. The Wills

Lifestyle chain of exclusive stores later expanded its range to include Wills

Classic formal wear (2002) and Wills Club life evening wear (2003). ITC

also initiated a foray into the popular segment with its men's wear brand,

John Players, in 2002. In 2006, Wills Lifestyle became title partner of the

country's most premier fashion event - Wills Lifestyle India Fashion

Week - that has gained recognition from buyers and retailers as the single

largest B-2-B platform for the Fashion Design industry. To mark the occasion,

ITC launched a special 'Celebration Series', taking the event forward to

consumers. In 2007, the Company introduced 'Miss Players'- a fashion

brand in the popular segment for the young woman.

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In 2000, ITC spun off its information technology business into a wholly owned

subsidiary, ITC InfoTech India Limited, to more aggressively pursue

emerging opportunities in this area. Today ITC InfoTech is one of Indias

fastest growing global IT and IT-enabled services companies and has

established itself as a key player in offshore outsourcing, providing

outsourced IT solutions and services to leading global customers across key

focus verticals - Manufacturing, BFSI (Banking, Financial Services &

Insurance), CPG&R (Consumer Packaged Goods & Retail), THT (Travel,

Hospitality and Transportation) and Media & Entertainment.

ITC's foray into the Foods business is an outstanding example of successfully

blending multiple internal competencies to create a new driver of business

growth. It began in August 2001 with the introduction of 'Kitchens of India'

ready-to-eat Indian gourmet dishes. In 2002, ITC entered the confectionery

and staples segments with the launch of the brands mint-o and Candy man

confectionery and Aashirvaad atta (wheat flour). 2003 witnessed the

introduction of Sun feast as the Company entered the biscuits segment.

ITC's entered the fast growing branded snacks category with Bingo! in 2007.

In just seven years, the Foods business has grown to a significant size with

over 200 differentiated products under six distinctive brands, with an

enviable distribution reach, a rapidly growing market share and a solid

market standing.

In 2002, ITC's philosophy of contributing to enhancing the competitiveness of

the entire value chain found yet another expression in the Safety Matches

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initiative. ITC now markets popular safety matches brands like iKno,

Mangaldeep, Aim, Aim Mega and Aim Metro.

ITC's foray into the marketing of Agarbattis (incense sticks) in 2003

marked the manifestation of its partnership with the cottage sector. ITC's

popular Agarbattis brands include Spriha and Mangaldeep across a range

of fragrances like Rose, Jasmine, Bouquet, Sandalwood, Madhur, Sambrani

and Nagchampa.

ITC introduced Essenza Di Wills, an exclusive range of fine fragrances and

bath & body care products for men and women in July 2005. Inizio, the

signature range under Essenza Di Wills provides a comprehensive

grooming regimen with distinct lines for men (Inizio Homme) and women

(Inizio Femme). Continuing with its tradition of bringing world class

products to Indian consumers the Company launched 'Fiama Di Wills', a

premium range of Shampoos, Shower Gels and Soaps in September, October

and December 2007 respectively. The Company also launched the 'Superia'

range of Soaps and Shampoos in the mass-market segment at select

markets in October 2007 and Vivel De Wills & Vivel range of soaps in

February and Vivel range of shampoos in June 2008.

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CHAPTER -2

ORGANIZATION

STRUCTURE

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2.1 ORGANIZATIONAL STRUCTURE

ITC-Welcome group has established that if provided with an

opportunity to work and become self-sufficient, people who are

differently able can significantly contribute to the workplace,

families and the community. ITC-Welcome group has taken a

positive step in this direction by employing people who are

differently able across its hotels. ITC-Welcome group believes that

everyone should be treated with sensitivity and empathy. The

models it has created have been effective and have succeeded in

sensitizing other employees to the needs of those differently-able.

Keeping in mind their specific skills, over 100 differently able have

been employed in diverse functions like housekeeping,

teleworking, and bakery and as musicians. Special badges for the

visually impaired, whistles for hearing impaired employees to use

in an emergency and sign language classes for the staff to

communicate with them are just a few examples of how ITC-

Welcome group has created an atmosphere of sensitivity and

caring.

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ITC-Welcome group has also published a booklet aimed at sharing

experiences with the rest of the corporate world and laying down

a step-by-step guide to demystify the perceived complexities

around employing persons with disabilities.

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CHAPTER -3

SERVICES

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3.1 SERVICES OF FRONT OFFICE

The action of helping someone working for someone, system

supplying a public need & ready to assist someone when required.

ITC HOTELS is perfectly suitable with this meaning because it helps public by

providing its facilities, by gibing its facilities, by satisfying public needs and also

ready to assist them whenever required.

Corporate Tie Ups : Sales Calls


Advance Booking : Through Direct Contact,

By Mail,

By Telephone Contact,

By Indirect Contact.

Present Booking : Through Direct Contact,

By Telephone

Banquet Booking : Direct Contact


Fortune Club King Room Booking : Through Direct Contact,

By Mail,

By Telephone.

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3.2 PROCESS OF ROOM RESERVATION

The room reservation process is very simple to understand for

customer. Hear various type of method is applied for room reservation. Major

two types i.e. 1. Direct method 2. indirect method

Direct method

Generally this method is use to customer. In this method customer is

directly contact with the hotel to its front office. And reserve the room in

advance or for present.

Indirect method

Today, in world, people dont have time for go to hotel and reservation

the room, but person use today technology i.e. mobile phone, internet.

Customer reserve the room through on call and e-mail.

In the room reservation, advance pay for new customer in, some time

customer pays its payment on check out time. But the company office or

regular customer is pay on its time.

TYPES OF ROOMS

ITC HOTELS hotel provides Rajkot accommodation

combining attractive rates and quality. ITC HOTELS Rajkot offers 5 star

accommodation, service facilities in all their comfortable rooms. The property

consists a variety of rooms. For your convenience, air conditioning, bathrobe,

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cable television. Tea / Coffee maker, internet success, newspaper, safe is

available in your room.

The newly designed 77 guest rooms at ITC HOTELS are fresh,

contemporary and inviting; featuring vibrant colours, premium fabrics and

natural day light. The 77 well-appointed rooms comprise of 56 standard

rooms, 18 Fortune Club Rooms and 3 Suites. The specious and smart rooms

are well equipped with a complete range of modern amenities to

complement the tastes of the new age traveller.

ROOM SINGLE DOUBLE


SUPERIOR 4000 Rs. 4500 Rs.
EXECUTIVE 4500 Rs. 5500 Rs.
SUITE 7000 Rs. 8000 Rs.

Room Types :
FORTUNE CLUB KING ROOM :

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Suite Room :

A tastefully furnished two by suit with a bedroom & a sitting area

choose from smoking / non smoking suites.

The room amenities consist of individual climate control, satellite

LCD TV, two bottles of mineral water and three soft drinks with compliment.

Telephone service, fruit basket on request with our compliment, 24 hour

room service, WI-FI internet connectivity, all day concierge bathroom kit with

hair dryer & shaving mirror.

The privileges given by company are spouse stays free, car pick up

from airport & drop on prior request, buffet breakfast at orchid with

compliment access to the executive lounge, ironing of one suite 10%

discount on charges of laundry, telephone & business centre at the executive

lounge.

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Living Room :

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Deluxe Room :

Deluxe Twin Room :

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ROOM AMENITIES

24 hour room service


Satellite LCD TV
DVD-CD player
Tea & Coffee maker
Electronic safe
Mini bar
Makeup & Shaving mirror
Hair dryer
Weighing scale
Iron and Ironing board
Sewing kit
Direct dial STD & ISD
High-speed Wi-Fi internet connectivity
Daily newspaper
Sofa Cum Bed in the living room
Bath Tub
Third person privacy in suite room
Choice of fruits

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TARIFF

Inclusive in the tariff of Deluxe Room :

Complimentary buffet breakfast at from 7:00 am to 10:00 am.


Complimentary pickup from Railway Station / Airport.
Complimentary Tea / Coffee maker in all rooms.
Complimentary bottle of Mineral water as per occupancy replenish every

day.

Inclusive in the tariff of executive Fortune club king room / Deluxe / Suite

room with open terrace :

All the facilities given in Deluxe room.


None alcoholic welcome drink or arrival.
Assortment of cookie & Fruit Basket.
Hairdryer, Bathrobe & Designer toiletries.

TERM & CONDITION

Government issued photo identification and a cash deposit are required at

check-in for incidental charges. Special requests are subject to availability

upon check-in and may incur additional charges. Special requests cannot

be guaranteed.
Extra person charges may apply and very depending on hotel policy.
All rates are in INR, Taxes as applicable.
All major credit cards accepted.
Minimum spring break check-in age is 18 years old.
Service taxes as applicable on tariff.
Check out time 12:00 Noon and check in time 2 P.M.
In the absence of arrival details, reservation will be deemed as

guaranteed up to 1500 hours only.

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CHAPTER -4

HOTEL LOCATION

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4.1 RESORTS & LUXURY HOTELS IN NEW DELHI

ITC MAURYA NEW DELHI

EXPERIENCES FROM RS. 10,499 ONWARDS

Diplomatic Enclave, Sardar Patel Marg,

New Delhi 110 021, India

Tel : +(91) (11) 2611 2233

Fax : +(91) (11) 2611 3333

Email : reservations@itchotels.in

ITC GRAND BHARAT GURGAON

EXPERIENCES FROM RS. 19,999 ONWARDS

P.O. Hasanpur, Tauru

Dist.Mewat - 122 105, Haryana, India

Tel : +(91) (12) 6728 5500

Fax : +(91) (12) 6728 5600

Email : reservations@itchotels.in

SHERATON NEW DELHI NEW DELHI

EXPERIENCES FROM RS. 6,999 ONWARDS

District Center Saket,

New Delhi - 110017,India

Tel : +(91) (11) 4266 1122

Fax : +(91) (11) 4266 2112

Email : reservations@itchotels.in

WELCOMHOTEL DWARKA NEW DELHI

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EXPERIENCES FROM RS. 6,599 ONWARDS

Plot No 3, Sector 10 District Centre Dwarka ,

New Delhi-110075, India

Tel : +(91) (11) 4222 9222

Fax : +(91) (11) 4222 9333

Email : reservations@itchotels.in

4.2 RESORTS & LUXURY HOTELS IN MUMBAI

ITC MARATHA MUMBAI

EXPERIENCES FROM RS. 10,999 ONWARDS

Sahar, Andheri (E)

Mumbai - 400099, Maharashtra, India

Tel : +(91) (22) 28303030

Fax : +(91) (22) 28303131

Email : reservations@itchotels.in

ITC GRAND CENTRAL MUMBAI

EXPERIENCES FROM RS. 9,999 ONWARDS

287, Dr Babasaheb Ambedkar Road, Parel,

Mumbai - 400 012, Maharashtra, India

Tel : +(91) (22) 2410 1010

Fax : +(91) (22) 2410 1111

Email : reservations@itchotels.in

4.3 RESORTS & LUXURY HOTELS IN CHENNAI

ITC GRAND CHOLA CHENNAI

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EXPERIENCES FROM RS. 9,299 ONWARDS

No. 63, Mount Road, Guindy,

Chennai- 600032, Tamil Nadu, India

Tel : +(91) (44) 2220 0000

Fax : +(91) (44) 2220 0200

Email : reservations@itchotels.in

MY FORTUNE CHENNAI CHENNAI

EXPERIENCES FROM RS. 6,999 ONWARDS

My Fortune Chennai, Cathedral Road,

Chennai - 600 086, Tamil Nadu, India

Tel : +(91) (44) 2811 0101

Fax : +(91) (44) 2811 0202

Email : reservations@itchotels.in

4.4 ESORTS & LUXURY HOTELS IN HYDERABAD

ITC KAKATIYA HYDERABAD

EXPERIENCES FROM RS. 7,799 ONWARDS

6-3-1187, Begumpet

Hyderabad Telangana - 500016, India

Tel : +(91) (40) 2340 0132

Fax : +(91) (40) 2340 1045

Email : reservations@itchotels.in

4.5 LUXURY HOTELS IN KOLKATA

ITC SONAR KOLKATA

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EXPERIENCES FROM RS. 9,999 ONWARDS

1 JBS Haldane Avenue

Kolkata - 700046, West Bengal, India

Tel : +(91) (33) 2345 4545

Fax : +(91) (33) 2345 4455

Email : reservations@itchotels.in

4.6 RESORTS & LUXURY HOTELS IN NEW DELHI

WELCOM HOTEL BELLA VISTA CHANDIGARH

EXPERIENCES FROM RS. 6,999 ONWARDS

S.M. - 8, City Centre, Sector - 5,

Panchkula-134109, Haryana, India

Tel : +(91) (17) 2506 4848

Fax : +(91) (17) 2502 3802

Email : reservations@bellavista.in

4.7 RESORTS & LUXURY HOTELS IN JODHPUR

WELCOM HOTEL JODHPUR

EXPERIENCES FROM RS. 19,999 ONWARDS

Khasra No.53, Village Uchiyarda, Near Vidhyashram International School,

Jodhpur - 342027, Rajasthan, India

Tel : +(91) (291) 515 8500

Fax : +(91) (291) 222 7979

Email : reservation.welcomhoteljodhpur@gmail.com

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33
CHAPTER -5

MARKETING

STRATEGIES

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5.1 MARKETING STRATEGIES

Before knowing in deep about product and product mix it is important

to know the market and marketing.

MARKET

The American Marketing Association defines a Market as the

aggregate demand of the potential buyers for a product.

An area for potential exchange thus a market is a group of buyers

and sellers interested in negotiating the terms of purchase of goods or

services.

--Philip kotler

TYPES OF MARKETING

1 ON THE BASIS OF SELLING AREA

2 ON THE BASIS OF ARTICLE OF TRADE

3 ON THE BASIS OF NATURE OF EXCHANGE DEALINGS

4 ON THE BASIS OF NATURE OF GOODS SOLD

5 ON THE BASIS OF PERIOD

KINDS OF GOODS: -

CONVENIENCE GOODS

SHOPPING GOODS

SPECIALITY GOODS

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MARKETING:

The American Marketing Association defines Marketing as the

performance of business activities that directs the flow of goods and services

from producer to consumer or user.

The set of human activities directed at facilitating and consummating

exchange. The essence of Marketing is exchange of products and the

transaction is to satisfy human needs and wants. All business activities

facilitating the exchange are included in marketing.

--Philip kotler

5.2 MARKETING MIX OR 4 Ps OF MARKETING: -

Marketing mix is the set of controllable variable that a firm

can use to influence the buyers response with in a given marketing

environment. It has four elements of 4 Ps.

1 PRODUCT

2 PRICE

3 PROMOTION

4 PHYSICAL DISTRIBUTION

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PRODUCT: -

A product is an idea, service or tangible good that a customer can

acquire through a monetary transaction or an exchange. Not only tangible

goods are considered as products; intangible like services and ideas are also

included.

A Product then is the potential satisfied of a consumers want or need.

But a product is not just the essential item; it is made up of a number of

components that contribute to its ability to satisfy needs and wants.

Components that are included in a product are its package or the availability

of maintenance service. The total product is the sum of all physical and

psychological features that aid in satisfying a customers needs and wants.

The success of a product is judged by how well it satisfies those needs and

how well it sells.

PRICE: -

The price is the amount that is paid to purchase a product. It is also the

means through which the company recovers its costs and makes a profit.

Pricing is the marketing variable that offers the most flexibility. Price dictates

what the company selling the product will receive in return for its efforts.

Price defines the value of product or service to the customer. How

much the customer is willing to give in order to have a particular product

indicates how much the item is worth to the customer. The price is where the

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value of a product to the customer and the companys compensation for

producing the product intersect.

Marketers should establish prices that will expand the sales of highly
profitable item and contract sales of relatively unprofitable products with
in the same time.

PROMOTION: -

Promotion is the sharing of information, concepts and meanings by the

source and it receives about product and services and the organisation that

sells them.

There are 4 basic forms of marketing communication: -

1. ADVERTISING

2. SALES PROMOTION

3. PUBLICITY

4. PERSONAL SELLING

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Marketing mix refers to the amount any kind of

marketing variables, the firm is using at a particular time. Under

marketing mix there are four elements that make marketing mix.

The marketing mix refers to the set of actions, or tactics,

that a company uses to promote its brand or product in the

market. The 4Ps make up a typical marketing mix Price, Product,

Promotion and Place. However, nowadays, the marketing mix

increasingly includes several other Ps like Packaging, Positioning,

People and even Politics as vital mix elements.

P
R P E
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7 Ps of marketing :

PRODUCT :
The product should fit the task consumers want it

for, it should work and it should be what the consumers are

expecting to get.
PLACE :
The product should be available from where your

target consumer finds it easiest to shop. This may be high

street, mail order or the more current option via e-commerce or

an online shop.
PRICE :
The product should always be seen as representing

good value for money. This does not necessarily mean it should

be the cheapest available; one of the main tenets of the

marketing concept is that customers are usually happy to pay a

little more for something that works really well for them.
PROMOTION :
Advertising, sales promotion, personal and, in

more recent times, social media are all key communication

tools for an organization. These tools should be used to put

across the organizations message to the correct audiences in

the manner they would most like to hear, whether it be

informative or appealing to their emotions.

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PROCESS :
The delivery of your service is usually done with

the customer present so how the service is delivered is once

again part of what the consumer is paying for.


PHYSICAL EVIDENCE :
Almost all services include some

physical elements even if the bulk of what the consumer is

paying for is intangible.


PEOPLE :
All companies are reliant on the people who run

them from front line sales staff to the managing director.

Having the right people is essential because they are as much

a part of your business offering as the products / services you

are offering.
Hotel ITC HOTEL considers all these 7Ps for the

marketing purpose.

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According to Philip Kotler, Marketing is the process of planning, and

executive the conception, pricing promotion and distribution of goods ideas

to create exchanging with target groups that satisfy customer and

organization objective.

Marketing is a comprehensive term and it includes all resources

as a set of activities. Necessary to direct and facilitate the flow of goods and

services from producer to consumer in the process of distributing. Business

man refer marketing process as distribution process and marketing as the set

of human activities directed at facilitating consummating exchange.

Thus the marketing department is the most important

department for all Hotels. It performs various placement functions like

transportation, warehouse, channel etc. So that the product conveniently

reach to the consumer. There are the four variables of marketing ex. Product,

Placement Promotion and Price.

Marketing depends heavily on an effective communication flow

between Hotel & consumer.

Marketing is the creation and delivery of a standard of leaving.

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ORGANISATION CHART

MARKETING MANAGER

VICE PRESIDENT

ASSISTANCE GENERAL
MANAGER

OFFICER

MARKETING EXECUTIVE

WORKERS

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5.3 MARKETING MIX

Marketing mix is the set of marketing tools that the firm uses to

pursue its marketing objectives in the target market.

-Philip Kotler

McCarthy has given four elements of marketing they are

popularly known as 4Ps of marketing.

These 4Ps compare various kind of marketing activities. These

tools are highly inter dependent, which are used in a different combination to

attract, convince and satisfy consumer needs and wants. These elements

can be discussed in following manner.

44
CHAPTER -6

PRODUCT LINE &

PRODUCT MIX

45
6.1 PRODUCT LINE :

Product line mean each and every product co-related which each

other or we can say that similar type of product there is no set of product

and the product similar function in product line.

A product line is a group of product that are closely related

because they function in a similar manner, are sold to the same customer

groups are marketed through the same types of outlets, or fall within given

price ranges. Motorola produces several lines of telecommunications

products.

6.2 PRODUCT MIX :

Product mix is the list of all product offered for sale by a

company. It is defined as The composite of product offered for sale by a firm

or a business unit.

The product mix of a company has two characteristics:

1 Depth
2 Width

Depth depends on the number of products items with in each

product line.

Width depends on the number of products group of products line

with in the company.

46
ITC HOTELhotel has product width in food dishes. i.e. Gujrati,

South Indian Mexican, Thai, Italian, Punjabi, Chinese, Continental items,

executive rooms, elegance rooms, suit rooms and guardian rooms.

PRICING POLICY

The method of decision marking used for setting the prices for a

companys products or services. A pricing policing is usually based on the

costs of production or provision with a margin for profit.

Various methods of determining price:

1. COST PLUS PRICING

2. MARGINAL PRICING

3. GING RATE PRICING

4. CUSTOMARY PRICING

In present competitive manufacturing and marketing system,

everybody know the actual manufacturing costs and marketing costs. Profit

of a manufacturing industry is usually less then 5%. The pricing policy of

excel depends on inventory control and how wisely the industry manages its

resources.

Price = cost + profit

In modern time pricing policy of good and services is critical not

only I the beginning but it must be reviewed and reformulated from time to

47
time. The factor governing prices may divide in to external factor and

internal factors.

Cost of raw materials


Wages paid
Electricity expense
Promotion expense
Estimating cost
Number of factor
Other cost

MARKETING RESERCH

Market research refers to deep and detailed study of different

aspects of marketing basic purpose of marketing research is to facilitate

marketing decision, marketing research may relate to the study of any

aspect of marketing such as product, price policy, effectiveness tastes and

preferences etc. marketing research may be undertaken on the basis of

primary data collected directly from consumer, sales, representatives, dealer

etc. or secondly data collated from report, newspaper and magazines etc.

Market research is any organized effort to gather information

about markets or customers. It is a very important component of business

strategy. The term is commonly interchanged with marketing research;

however, expert practitioners may wish to draw a distinction, in that

marketing research is concerned specifically about marketing processes,

while market research is concerned specifically with markets.

48
Marketing research is the systematic collection, design, analysis

and reporting of data and finding relevant to a scientific marketing situation

facing the competition. Process and marketing research followed in ITC

HOTEL.

Defining the problems and research objectives.


Developing the research plan.
Collecting the information.
Analyzing the information.
Presenting the findings.

In ITC HOTELhotel there are 2 to 3 representative are go to the

market & ask them for their services and provide best services to their

customer according to their wants.

ADVERTISEMENT

In the words of Willian. J. Stanton,

Advertising consists of all the activities to a group, a non-

personal, visual, openly sponsored message regarding a product, service or

idea.

According to Dr. Burden,

Advertisement includes those activities by which visual or oral

message are addressed to the public for purpose of informing them either to

any merchandise, to act, inclined favourably towards ideas, institution or

persons featured.

49
All the advertises on these ways :

1. Verbal :

Audio through radio


Demonstration through television
Direct demonstration

2. Non Verbal :

Posters
Advertisement of newspaper and magazine
Pamphlets
Calendars

3. Others :

A series of literature for the actual consumers communicating the

benefits and providing instruction for the use of the product.


Set of literature for students in education
It has registered itself in search engines, on internet to expand its

national and international markets.

ITC HOTELhas used many media of advertising such as press

media, which includes T.V., radio, newspaper and magazines; outdoors

advertising that includes posters, boards and electric display, multimedia,

including website etc.

SALES PROMOTION

Sales promotion, incentive tools such as samples, coupons,

prizes, free goods, prices off, trade shows and conventions etc. which are

50
mostly short term, are designed to stimulate quicker or greater purpose of

particular products of services by consumers or the tread. Sales promotion

can be used for short run effects such as dramatize public offers and boast

sagging sale. It is an integral part of promotion mix and should be carefully

planned, designed and execute.

Sales promotion is a vital bridge or a connecting line removing the

gap between personnel selling and advertising the two wings of promotion.

The sale of a product has to be promoted or encouraged through a no. of

influences at the point of purchase where retailers and prospective customer

meet face to face.

The facilities sales promotion of company some consumers

services should be taken, care of hotel ITC HOTEL also takes such care

hotel ITC HOTEL gives credit facilities to its regular customers in which a

part of payment is to be paid in cash and outstanding can be paid within give

period of 1 to 30 days. It also gives 10 to 20% trade discount as per guest or

company.

51
CHAPTER -7

COMPETITORS

52
7.1 COMPETITORS

DEFINITION :
A business that provides similar products or services. The

presence of competitors in an industry drives down the price of goods and

services because consumers have more alternatives from which to choose of

the price of a particular good or service is too high.


Todays world is cut through compaction every one want to give

competition to each other through competition quality became best it is

good point of it every business have their competition.


Any person or entity which is a rival against another. In business,

a company in the same industry or a similar industry which offers a similar

product service. The presence of one or more competitors can reduce the

prices of goods and services as the companies attempt to gain a larger

market share.

In the market have many hotels but some hotel have very good

quality & reputation in city. FORTUNE PARK JPS GRAND is one of them; in

short period FORTUNE PARK JPS GRAND makes good value in the market

but competitors still today.

COMPETITORS:
Hotel TGB (The Grand Bhagvati)
Hotel BIZZ
Hotel IMPERIAL PALACE

53
. The Oberoi Udaivilas, Udipur

The Oberoi Udaivilas is one of the most luxurious hotels in entire India. Its

located at the historical land of Udipur Rajasthan which shows the traditional

beauty of forts, palaces & monuments. The Oberoi Udaivilas offers the royal

beauty of historical architecture, luxurious rooms, rippling fountains,

transparent pools, boat riding, and outdoor activities. You will feel like you

are living in the palace with Rajput (Kings) style. Although it is costliest too, if

you have good budget, the Oberoi Udaivilas hotel is must recommended for

you. Dont forget to visit here most popular tourist destinations in India.

54
2. The Taj Mahal Palace, Mumbai

The Taj Mahal Palace is one of the oldest and royal hotels located in Mumbai,

India. It is the first choice of travelers to stay who visit to Mumbai for

holidays, vacations or business trip. It is the luxurious hotels in Mumbai with

the beauty of Gateway of India and amazing night view over the infinite blue

ocean especially in moon night. The Taj Mahal offers luxurious rooms, spa

facility, bars, nightclubs, fitness club, swimming pool, shopping center,

restaurant/cafe and more-n-more what a tourist can expect from a world

class hotel. The Taj Palace is no doubt one of the best top 10 hotels in

India.

55
3. The Oberoi Rajvilas, Jaipur

The Oberoi Rajvilas is one of most famous, costliest and royal five star hotel

is Jaipur Rajasthan which is famous for its luxurious palace renowned rooms,

royal villas, private pools, gardens and the incredible lakes view with the

beauty of old Rajasthan fort style. There is also good facility for business and

corporate meetings with secretarial services to make your

business/corporate meeting/event a success. For more information about

Jaipur hotels, dont forget to check the latest post on top 10 best 5 star

hotels in Jaipur.

56
4. Taj Lake Palace, Udaipur

Taj Lake Palace, Again one of the most popular and romantic hotel from

Udaipur, winner of several times prestigious awards which famous for its

natural beauties and incredible architectural. It is also famous as a

prime honeymoon destination in India surrounding by Aravali Mountains. Taj

Lake Palace accommodations can be categories into five level i.e. Grand

Presidential Suite, Grand Royal Suite, Royal Suite, Palace rooms (villas) and

luxurious rooms. You will get all the facilities in your room as Rajput style.

57
5. The Oberoi, Mumbai

The Oberoi hotel (Mumbai) is the part of The Oberoi group which is best

known of its most luxurious hotels in India. The Oberoi hotel is one of the

main competitors of The Taj Palace in Mumbai which offers presidential suite,

premier suite, premier ocean view room, Oberoi executive ocean suite,

deluxe and luxury rooms. It also offers world class night bars, pubs,

nightclubs, fitness center, spa, salon with luxurious facility. The Oberoi is the

first choice of travelers whenever they visit Mumbai for any reasons e.g.

holidays, business meeting, break etc.

58
6. Taj Falaknuma Palace, Hyderabad

There is no doubt Taj Falaknuma Palace is one of the best and finest hotel in

entire Hyderabad, and also the most recommended choice of any tourist

when they visit in this hi-tech city. The ancient architecture of this palace can

impress anyone at first sight. It reminds the lifestyle of Indian Nizams and

British kings. It equipped with world class luxurious rooms with Mughals

style, conference halls for business, `private pools, wide range of

restaurants, modern style clubs, bars, spa and natural lawns. It is also very

close to Hyderabad top tourist attractions like Charminar, Salarjung museum,

Chowmahalla palace, Golconda fort, Ramoji film city, Qutub shahi tombs etc.

59
7. Wildflower Hall, Shimla

Situated at the top point of magnificent Himalaya, Wildflower Hall is the best

luxurious hotel at the high hills point of Shimla. You can enjoy there

swimming pools, spa and sun beds at the top of Shimla mountains. It

provides luxurious rooms, conference hall, business center, health clubs etc.

It also offers adventures activities like trekking, mountain bike riding,

archery, billiards and more.

60
8. Leela Palace Kempinski, Bangalore

Leela palace Kempinski is one of the best luxurious hotels in the garden city

Bangalore. The royal architecture, rich golden shaded infrastructure and

ornate ceilings make it differ from any other fiver star hotels in Bangalore. It

offers separate swimming pools, business rooms, ayurveda center, clubs,

bars, spa and world class royal premiere & deluxe rooms which offer all

available facilities that an excellent class deluxe room deserves.

61
9. The Leela Palace Kempinski, New Delhi

The Leela Palace Kempinski New Delhi, Again one of the royal hotels of the

Leela Palace Kempinski Group. One of the best 4-5 star luxurious hotel in

New Delhi which is very close to Prime Ministers residence, Rashtrapati

Bhavan (President House), the Secretariat, and Qutub Minar (One of the

famous historical monument of Delhi, even India). It offers more than 250

luxurious rooms, expensive restaurants, exclusive spa, bars and nightclubs

make it so special. This hotel is highly recommended by travelers,

honeymooners, corporate sector travelers, professionals, and premium

customers. Also find here, list of top 5 star hotels in Delhi.

62
10. Vivanta by Taj Malabar, Kochi/Cochin

The Vivanta by Taj, located at Willingdon Island with the outstanding view of

Kochi harbour and natural beauty of green-blues beaches. You can

experience there special sea foods, Thai foods, local Kochi foods and best

known barbecue foods. It offers luxurious room facility with the beaches view

& great hospitality. The best thing about The Vivanta, you can enjoy boat

cruise with the facility of cocktails/lunch/dinner. This makes it differ than any

other 5 star hotels in India.

63
CHAPTER -8

DATA ANALYSIS

64
8.1 JOB ANALYSIS & EVALUATION

It is broadly categorized in two parts. Job Analysis is a process to understand

the job, identify and disaggregate the activities, competencies and

accountabilities associated with the job. It defines and clusters the task

required to perform the job. It also clarifies boundaries between jobs. The

output of Job Analysis exercise is referred to as job description.

INTERPRETATION

65
66
Satisfied with overall service provided by Itc hotels

1. Strongly Agree 10 2. Agree 25

3. Neither agree not disagree 31 4. Disagree 18

5.Strongly Disagree 16

Interpretation

According to my survey, out of 100, responds 31% of the people

says neither agree nor disagree about overall service provided by Sutaria

Automobiles. And 25% of the people agree. And 18% of the people disagree,

and 16% of the people says strongly disagree, and lastly 10% of the people

strongly agree about overall service provided by Itc hotels.

67
2. Authorized service station has sophisticated tools and techniques.

1. Strongly Agree 06 2. Agree 28

3. Neither agree not disagree 32 4. Disagree 25

5.Strongly Disagree 09

Interpretation

Out of 100 respondents 32% of the people moderate about tools &

techniques & 28% of the people agree, &25% of the people disagree & 9%of

the people says strongly disagree & 6% of the people strongly agree for

services.

68
3.Authorised service station has sufficient and genuine spares.

1. Strongly Agree 07 2. Agree 36

3. Neither agree not disagree 30 4. Disagree 17

5.Strongly Disagree 10

45
40
35
30
25
Samples 20
15
10
5
0
1. Strongly Agree 2. Agree
3 .Neither Agree nor dis4.Agree
Dis agree
5. Strongly Dis agree
Respondents

From the source of field survey, out of 100 respondents 36% of the

people agree with sufficient & genuine spares, & 30% of the people

moderate with the spares, & 17% of the people disagree, & 10% of the

people strongly disagree,& remaining 7% of the people strongly agree.

69
4. Staff charges compared to other Hotels.

1 Very high 60 2 High 32

3 Economical 08 4 Low 0

70
CHAPTER -9

FINDINGS AND

RECOMMENDATION

71
9.1 RECOMMENDATIONS AND FINDINGS

Here I have found out that customers are not getting food on time. So I

would like to recommend them to make strategies to increase the

consumer satisfaction.

The speed of service should be improved.

I would also recommend the company to increase its food quantity as

customers are not satisfied with it.

Provide a suggestion box, check it frequently, and personally reply to

suggestions.

Listen carefully to customers to prevent misunderstanding.

72
CHAPTER -10
LIMITATIONS

73
10.1 LIMITATIONS OF THE STUDY

The main limitations are as follows:

1. Due to limitation of time only few questions were selected for the study. So

the questions were not enough to generalize the findings of the study.

2. People were hesitant to disclose the true facts.

3. The chance of biased response cant be eliminated though all necessary

steps were taken to avoid the same

74
CHAPTER -11

CONCLUSION

75
11.1 CONCLUSION

The company is offering good services, which is reflected on the

satisfaction of the customer.

Majority of the customer are satisfied with food quality of the

restaurant.

Some customers are not satisfied with the speed of service.

Most of the customers are happy with the parking and choice of food

offered.

Customers are ready to try new dishes, if introduced by the restaurant.

Most of the customers were concerned about the food.

76
BIBLIOGRAPHY

77
BIBLIOGRAPHY

1. Philip Kotler (2006) ,Marketing management, 10th edition


2. Kothari. C.R.(2005), Research Methodology Methods and Techniques,

4th edition
3. L R Potty (2011), Research Methodology
4. Barry, Ann Marie Seward. (1997). Visual Intelligence: Perception, Image

and Manipulation in Visual Communication.


5. Kotler & Keller (2008), Marketing management, 8th edition

WEBLIOGRAPHY

1. http://encartaupdate.msn.com/wristwatches.aspx
2. http://realestate.msn.com/branding/titanindustries.aspx?cpdocumentid
3. http://productquality.about.com/b/2003/12/31/product

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