A study on Hotel Management

With special reference Jewel Rock Hotel in Shivamogga

CONTENTS

Chapter 1

INTRODUCTION

 Introduction
 Statement of the Problem
 Objective of the study
 Methodology
 Scope of the study
 Need of the study
 Limitation of the study

Chapter 2

DEVELOPMENT OF HOTEL MANAGEMENT

 Introduction
 Historic evolution of Hotel
 Growth of the Hotel Industry
 Hotel Industries in India
 Types of Hotels
 Classification of Hotels
 An Indian scenario of modern hotels

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  Provisions of Amenities in Hotels
 Development of Hotel in India

Chapter-3

HOTEL JEWEL ROCK – A PROFILE

Chapter 4

DATA ANALYSIS AND INTERPRETATION

Chapter 5
FINDINGS, SUGGESTIONS AND CONCLUSION

ANNEXURE
 Questionnaire
 Bibliography

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 Chapter 1
INTRODUCTION

 Introduction
 Statement of the Problem
 Objective of the study
 Methodology
 Scope of the study
 Need of the study
 Limitation of the study

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 Chapter 1

Introduction
The city of Shimoga lies in the shades of Western Ghats. This City has
an equable temperature. This city boosts of being a hub of affluent people.
Which is balance of Plethora of Areca - nut Cultivation around it. Also the
district is famous I Rice cultivation and there are many Rice industries in
and around the district. The income of people is moderately poised and as
result they exercise flammability in their Purchasing power. The business
activities are good in the city we there is good money involved in all
important areas of business.

Hotel operations vary in size, function, and cost. Most hotels have set
industry standards to classify hotel types. An upscale full-service hotel
facility offers luxury amenities, full service accommodations, an on-
siterestaurant, and the highest level of personalized service, such as
a concierge, room service and clothes pressing staff. Full service hotels often
contain upscale full-service facilities with a large number of full service
accommodations, an on-site full service restaurant, and a variety of on-
site amenities. Boutique hotels are smaller independent, non-branded hotels
that often contain upscale facilities. Small to medium-sized hotel
establishments offer a limited amount of on-site amenities. Economy hotels
are small to medium-sized hotel establishments that offer basic
accommodations with little to no services. Extended stay hotels are small to
medium-sized hotels that offer longer-term full service accommodations
compared to a traditional hotel.

4
 Most hotel establishments are run by a General Manager who serves as
the head executive, department heads who oversee various departments
within a hotel (e.g., food service), middle managers, administrative staff, and
line-level supervisors.

As the Shivamogga district as surrounded by many visiting places the

city has many number of good quality hotels supported by the tourists. Hence
I have taken chance to study about the various aspect of hotel industry
especially about popular Jewel Rock Hotel in Shimoga city.

Statement of the Problem

The problem in the study topic is analyzed as the manpower turnover in
the hotel industry. This is the only industry in the worlds which has to rely on
the human beings for its functioning. If we take any department in the hotel
from gardening to cooking the role of manpower cannot be neglected.

Objective of the Study

The primary objective of the study in hotel management in Jewel Rock
hotel Shimoga. There are has the following:

 To know about hotel management Jewel Rock in Shimoga

 To know about the different position of the star hotel

 To analyze the habit of visiting hotel development

 To know about the various problems faced by the staff of this hotel I
needs consumer.

 To know about findings, suggestions and conclusion

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Methodology
In order to write this report both primary and secondary data have
been collected. Issuing the Questionnaires to under foreign and local
respondents has helped in collecting primary data. Apart from this the
required information is collected by the personal interview, with
proprietor, manager in different departmental heads of Jewel Rock hotel.

Secondary data has been collected through newspapers, annual report of the
hotel orientation hand book Magazine and catalogs.

Information on the several aspects was collected from textbook, journals

and periodicals of various kinds.

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

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.

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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 somewhere 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
Scope of the study
The hotel management in Jewel Rock Hotel in Shimoga the main aim
of the market should be generally towards the satisfaction of consumer. The
traditional market was profit oriented but now it is consumer oriented.
This requires thorough understanding of consumer behavior. The business
management must take more active role in anticipating consumer needs their
desires and aspiration.

The study will helps to identify the areas where the hotel should focus
in order to increase their customer base and generate more prescription

The study will helps the Jewel Rock hotel to bring out with a new plan
and activity which will create a new customer base for the hotel.
Hotel is an important aspect of the economic development of India;
they pay a big role in this country. This report is an analytical study of
the management of hotels. They must make more active roll in anticipating

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consumer I wants, their desire and aspiration and in adding them in the
solution of us day to day problems.

Need for the study

Hotel is an important aspects of an in the economic development of India.
They play a big role in this country. The aim of this report is give
understanding scope of the hotel industry and this report has covered some
of the information about the hotel. For this, hotel Jewel Rock has been
studied as a model, which is situated in Shivamogga.

Limitations of the study

There are some limitations in doing project report, they are as follows:
 This study forgot limitation in that, it is purely done for academic reasons
 The time conducting the study is limited.
 Some customers will not give correct opinion about the survey.
 Here we cannot contact all types of customers.
 This project report regards to survey of Shimoga city only.
 Only the executive working in Jewel Rock hotel is contacted.
 The view in this report depends upon the information given by limited
respondent and the staff of the hotel.

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 Chapter 2

DEVELOPMENT OF HOTEL MANAGEMENT

 Introduction
 Historic evolution of Hotel
 Growth of the Hotel Industry
 Hotel Industries in India
 Types of Hotels
 Classification of Hotels
 An Indian scenario of modern hotels
 Provisions of Amenities in Hotels
 Development of Hotel in India

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10
 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.

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

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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
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

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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.

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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.

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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
Hotel ratings are often used to classify hotels according to their quality. The
development of the concept of hotel rating and its associated definitions
display strong parallels. From the initial purpose of informing travellers on
basic facilities that can be expected, the objectives of hotel rating has expanded
into a focus on the hotel experience as a whole. Today the terms 'grading',
'rating', and 'classification' are used to generally refer to the same concept, that
is to categorize hotels.

Hotels are also classified in another and major categories they are:-
A 4-Star hotel is much more comfortable and larger, and provides excellent
cuisine (table d'hote and a la carte), room service, and other amenities.

4-Star Hotel

Service
Service is all-important at Mobil four- and five-star hotels. The staff is judged
on courtesy, knowledge, efficiency, promptness, comportment and anticipation
of guests' needs.

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Beds
Beds have high-quality linens, including either washable duvets or triple
sheeting. Pillows are luxurious and numerous. Turndown service is provided.

Bathrooms
Showers do not have plastic curtains, and fine toiletries are beautifully
displayed. The space is more than adequate for two people, with plenty of
storage. Robes and towels are plush.

Dining
An on-site restaurant offers a full breakfast, lunch and dinner menu. Room
service arrives within 30 minutes, and within five minutes of the promised
delivery time.

Hotel Amenities
A four-star hotel offers a fitness center with televisions. It has a concierge desk
and at least two complimentary newspapers for guests. Same-day laundry or
dry cleaning service is available. The lobby and public restrooms are richly
appointed, with fresh flowers or live plants.
A 3-Star hotel has more spacious rooms and adds high-class decorations and
furnishings and color TV. It also offers one or more bars or lounges.

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 Star Overview of Criteria according to Star Ratings
Rating

 Properties that typify luxury across all areas of operation. Guests
will enjoy an extensive range of facilities and comprehensive or
highly personalised services. Properties at this level will display
excellent design quality and attention to detail.

 Properties which achieve a deluxe guest experience. A wide range

of facilities and superior design qualities are typically
complemented by service standards that reflect the varied and
discerning needs of the guest.

 Properties that deliver a broad range of amenities that exceed

above-average accommodation needs. Good quality service,
design and physical attributes are typically fit for purpose to
match guest expectations.

 Properties that focus on the needs of price conscious travellers.

Services and guest facilities are typically limited to keep room
rates affordable and competitive but may be available upon
request or fee-based.

 Properties that offer budget facilities without compromising

cleanliness or guest security. Guests may access fee-based
services or facilities upon request.

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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.

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.

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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
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

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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

Desk Area
Fax machines: Desk light
Personal computer : House Directory

International Direct dialing : Mobile telephones

Telephone : Desk pad

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Development of Hotel in India
Hotels and the Catering Industry as we know started in the 19th century with
the development of major cities, easier sea travel and coming up of railways.
During Mogul rule, the forts and their surroundings would cater to the needs of
the traveller often in exchange for no more than the story of their adventures
during their travel or any news from other towns and villages they passed by.
In India, resting houses called serais/sarais and Dharamshallas were established
on high ways by kings and emperors of ancient and medieval periods.
Movement of people both political and pilgrimage stressed the need for better
and improved facilities to cater to the varied needs of the various classes of the
society.
In India, development of hotel can also be attributed also to the legacy left by
people belonging to different cultures and ethnic groups who have ruled her.
Development of catering in India as we see it today is chiefly due to the
British, who had introduced hotels and restaurants similar to those found in
Europe.

In 1971-72, a beautiful palace of Rajasthan was linked up to the Taj, the lake
palace in Udaipur, a marble dream, afloat lake pichola and the Rambagh
palace, originally created at the height of Rajput splendour in Jaipur. In 1903
he raised finance invested his own money, hired the best architects and
craftsmen and build the exquisitely beautiful Taj Mahal hotel in Bombay with
220 rooms. Mohan Singh Oberoi took Carlton hotel in Shimla on lease in 1927,
renamed as Clarks hotel. He took a building in 1933 and built grand hotel in
Calcutta.

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Three Welcome Group Hotels were commissioned between 1975 and 1977;
these were non-franchised hotels, inspired by the slogan "Be Indian, Buy
Indian" and using Indian expertise. Ultimately, however, these hotels adopted
the Sheraton system in 1978 and used the services of expatriates for the
purposes of upgrading staff training and installing Sheraton operating systems-
all without a management contract. This gave the Welcome Group a good start.

When India agreed to host the 1982 Asian Games, the GoI granted licenses for
building hotels to the Taj Palace, Asian Hotels Hyatt Regency, India Tourism
Development Corporation - Lodhi Hotel, Samrat Hotel, Kanishka, Le
Meridien, and Surya Sofitel, with the stipulation that their new hotels had to be
completed in time for the games. India hosted the Commonwealth Games in
2010, at Delhi. It was India's most successful Commonwealth Games to date
with Indian athletes winning 38 gold, 27 silver and 36 bronze medals. This also
added to growth of hotel industry in India.

Tourism & Hospitality Industry in India contributed Foreign Exchange

Earnings (FEEs) during the month of December 2014 were Rs 12,875 crore as
compared to Rs 11,994 crore (US$1.9 billion) in December 2013. Foreign
Tourist Arrivals, in India, during 2014 was 7.46 million, which translates to a
7.1% growth over the previous year.

The Indian Rupee was relatively stable against the US Dollar and from 59/$ as
at the beginning of the year, the exchange rate hovered around 61/$ levels on
the average and closed at 62/$ at the yearend for the year 2014-15.

25
GDP growth in India during the year is estimated at 7.4%. Inflation has
decreased significantly from as high as 11.2% in November, 2013 to 5.2% in
March, 2015. International tourist arrivals, worldwide, have grown to 1.14
billion in 2014, 4.7% above 2013 and are likely to grow 3% to 4% in 2015.
Foreign Exchange Earnings (FEEs) have grown by 6.6% at US$ 19.65 billion
for the year.

26
 Chapter 3
HOTEL JEWEL ROCK – A PROFILE

27
 PROFILE OF THE JEWEL ROCK HOTEL

Historic Development and Capital Movement

Hotel Jewel Rock situated in Durgigudi. The hotel began rendering its
service to the consumer in 1976 the following partners promote the hotel.

1. J. R. Giridhar Rao

2. Shankar Narayan Shetty

3. Upendra Naik

4. Prasad. D

5. Dattatreya
Mr. J. R. Giridhar Rao is a founder of Jewel Rock Hotel. He is one of the
partners of the Jewel Rock Hotel and also Mr. Giridhar Rao has taken the effort
to incorporate the hotel under the Companies Act. Now the hotel is enjoying the
status of private limited company.

The initial capital investment was Rs. 32 lakhs. In this capital investment
of amount, Rs 16 lakhs loan taken from Syndicate Bank and half of Rs 16 lakhs
borrowed from five important partners of the Jewel rock hotel the this capital
amount is a lump sum one and includes all the additional cost i. e Cost of
Tjrniture, decoration materials, lighting materials and initial advance to
investment for the building. This amount also included the cooking, utensil,
working ranges and salary paid in advance to the staff members. Later this hotel
taken by V. K. Kamath. Now he is the owner of this hotel.

28
 At present the market valuation of the hotel having investment of Rs 3
crore 75 lakhs that includes the cost of equipment's, cost of furniture and the
decoration cost of different instruments. Etc. this amount covers the investment of
entire hotel includes-lodging restaurant, bar and conference hall.

In recently the jewel rock hotel constructed and developed of few properties
to give better services to consumer and foreign tourist i. e.

1. Boarding and lodging

2. Bar and restaurant
3. Conference hall
At the initial stage the hotel was consisting different staff members for the
different branches of the hotel. This hotel is situated in the heart of the city so
there is an advantage of being more attractive and it acts as a silent sales men in the
marketing.

This hotel maintains the quality of the good financial turnover and having
comfortable seating capacity to the customers the consumer behavior is greatly
effected by the locality of the hotel the majority of the respondent like the taste
and the price of the food in jewel rock hotel so the jewel rock is graded as "A"
category hotel. This hotel is oldest hotel in Shivamogga this is having own
popularity in Shivamogga this hotel enjoys own images in Shivamogga, city almost
all visiting foreign and domestic tourist giving first priority to this jewel rock
hotel and it is directly and indirectly promoting to the tourism in Shimoga city.

The wage, salaries paid top the staff members according to the "Karnataka
Pradesh, Hotel and Restaurant Associations. "[K.P.H.R.A] And the provident fund
is only for payment workers of depending up on the long term services. The hotel is
also covered by the "Employee and Insurance Act".

29
 Wages at the staff members may vary from time to time. The additional
cost of the hotel are electricity bills, water charges, and cooking items, which may
very from month to month. However the capital investment is based only in the
fixed cost and not the variable cost.

Performance Analysis

The hotel at its birth faced a lot of major and minor problems. While
completing with the fails reputed hotel Shimoga. The hotel began to attract
the consumer according to if work, taste, proving best services consumer in
Shimoga as well as the outsiders.
The present capital structure of the Jewel rock hotel
Particulars Total amount in Crores

Land :
Land cost 10,00,000
Land development cost 1,00,00,000
Building:
Civil 1,00,00,000
Electricity 10,00,000
A.C. 10,00,000
Boilers and kitchen equipment's 10,00,000
Publishing sanitary 10,00,000
Fire protection system 25,00,000
Interiors [furniture] 50,000
Construction fee an preliminary Expenditure 10,00,000
Miscellaneous fixed assets 10,00,000
"Miscellaneous expenditure 1,00,000
Interest during constructions 1,00,000
Working capital:
Means finance as under 10,00,000
promoters construction 49,50,000
Team loan 10,00,000
Private loan 8,00,000
Total valuation 3,75,00,000

30
 Organisation structure

Owners

Chief Accountant

General Manager I General Manager II

Boarding & Restaurant Section Bar & Restaurant

Conference
Lodging Section Section Section

In the management of the jewel rock hotel they are two main General
Managers

1. Sudhakar Kamath

2. Suresh Roy
Mr. Sudhakar kamath is the first general manager of the jewel rock
hotel. They are controlling and supervising the boarding and the lodging
section, conference hall section and restaurant section. Under this few
managers. They are maintaining different section of jewel rock hotel.

Mr. Suresh Roy is the 2nd General manager of the jewel rock hotel they
are controlling and supervising the bar and restaurant section of the jewel
rock hotel. Mr. Lakshmi kanth is the chief accountant of the Jewel rock
hotel they are maintained all account of the jewel rock hotel.

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Vision
To be the first choice for guests, colleagues, shareholders and business
partners

Mission
To delight our guests every time by creating engaging experiences
straight from our heart.

Objectives

 To develop and enhance our hotel structure, paying attention to each

type of services offered – business, accommodation, food and
beverage, entertainment, sport, recreation, wellness, etc
 To ensure invariable high standards of the hotel facilities in
compliance with out category, the modern trends in the hotel industry
and the related sectors.
 To contribute in all times to our hotel team’s zest for personal
development, training and high motivation
 To revise regularly our goals, their integrity, the actual results
achieved and to update these in accordance with the changing
environment

An overview of service provided by the Jewel Rock Hotel

Some important property give better services to the customers those
properties are in

1. Boarding and lodging property

2. Kanauj bar and Restaurant

3. Jade garden and restaurant

32
 4. Conference hall facility

This is four main property of jewel rock hotel now also this section
provided good facility to the customers.

In these four sections two main general managers are there. They
are supervising and controlling of all these section. The jewel rock hotel
general manager's names are given below.

1. Sudhakar kamath

2. Suresh Roy
Mr. Sudhakar kamath is the first general manager of the jewel rock
hotel he is controlling and supervising of main three sections

1. Boarding and lodging sections

2. Conference hall section

3. Jade garden restaurant section

Mr. Suresh Roy is the second general manager of the jewel rock hotel.
They are supervising and controlling of Kanuj restaurant. Under these few
assistant managers are there. They are maintaining these sections.

1. Jewel Rock Hotel

Boarding and lodging section
This is important section of the jewel rock hotel in this section
maintaining separate management staff is there. The almost all foreign and
domestic travelers are getting the separate luxurious rooms and getting other
general facilities from travel rock hotel the jewel rock provides all types of
facilities travel list.

33
 Jewel Rock Hotel, Shimoga

In this section separate receptionist is there they are working in three shifts
they are provides 24 hours services to the travelers. The reception section
maintenance separate register to the travelers. In this register the receptionist of
THE RECOrds all things related to the lodging and boarding section.

Duties of Reception Staff

As a receptionist is a first person who comes in contact with a guest
checking in the establishment it is very likely that a guest focuses his first
impression of the hotel at reception counter?

Duties
1. He/she should be well groomed and handsome as the job of receptionist
calls for standing for long hours. He should give the healthy appearance and

34
 looks of good personality.

2. He/she should be courteous and display good manner and genuine

eagerness to serve.

3. He/she should be very efficiently to able to deal with most

difficult situations and treat customer in the best manner in the
obscene of his authorities, will prove his efficiency.

4. He/she should make aware of the multiple service offered by the hotel to
the customers.
5. He/she should be a good conversationalist and should be able to speak
fluently and with ease.

Boarding and Lodging

Lodging

Manager

Front
line officer

Public Relation officer

Reception 6 am to 2pm

Reception 2pm to 10pm

Reception 10pm to 6am

House keeping

Room supervisors

Office Boys

Waiters

35
Sweepers

Laundries
Total numbers of rooms and the Facilities

There will be 61 rooms and there in which 30 rooms will be double

deluxe AC rooms and remaining 31 rooms are only deluxe and Non AC
rooms in this all rooms provided expected comfort and convenience to the
customer and provide most modern finishers in interior to meet the taste of
the tourist and customer.
Each of double deluxe room and single account attached with
bathrooms. All the rooms having attached bathrooms will have hot and
cold water the room including with marble coating and TV with 50
channel, telephone facility in which including E.P, A.B.X, S.T.D, direct
dialing, doctor on call. It's well attached with glazed tiles.

Each of the rooms will have twin with foam beds and pillows one
writing table and chair one dressing table mirror and stool. Two single
sofa's, one tepoi one bedside stool luggage rack wall to wall carpet, curtain.
All the guestrooms will be tastefully decorated.

Rates charge by the hotel for rooms by jewel rock

Room tariff
A.C Rooms 1600
Deluxe AC Rooms 1800
AC Suite 2000
Deluxe Room 950
In this services charge are 3% and the tax charge are 5.5% to within

36
All rooms with marble flooring attached bath color TV with 250 channels
Vegetarian restaurant, Bar and Restaurant

At present the staff members of boarding and lodging sections 22 members

their salary and wages will be given on Karnataka Pradesh Hotel and
restaurant association.

Staff members Salary per month

Manager 20000
Receptionist 7000
House keeper 6000
Room supervisor 6000
Waiters 5000
Cleaners 4500
Sweepers 3000
Chief cook 15000
Kitchen supervisor 10000

General facilities
The hotel will have an entrance from Durgigudi road. It will have a
design portico open garden facilities ample parking even buses with
spacious long for groups check in the hotel also provide the reception
counter, information counter, luggage room, lobby, toilet, ATM and other
facilities provided by the hotel to its customer.

All facilities provided by the hotel will be supported by the staff well
trained and the experience workers in hotel industry.

Jade garden restaurant

This is third important section of jewel rock hotel it is started at
1976 Mr. Sudhakar Kamath chief general manager of taking controlling
and supervising of section.

37
 This section is modernized by the 1999 this section having a separate
staff they are rendering a best services to the jewel rock and also domestic
tourist as well as a specially foreign tourist this section become one of the
major portion of the jewel rock.

In this section the initial capital investment invested Rs. 40 lakhs

Mr. Sudhakar Kamath is the general manager of this section under this three
separate managers are maintaining this section in this section having A.C.
room, garden, roofing, open garden facility, dining hall to provide the
best services to the customer in this section customers south Indian and
North Indian food facility and it having separate toilet and bathroom to the
customer it enjoys all types of status in market in this section three manager
are there
They are

1. Vivek Kamath

2. Ms Maya

3. Ramachandra Bhatt
These managers were supervising the separate parts Mr. Vivek
Kamath is head manager of Jade garden. Ms maya taking care of food and
beverages and Ramachandra beat is kitchen control manager this section
having well designed furniture and equipments, textures in the test of
customer this section charges to A.C rooms at 20% taxes on total bill.

In this section a separate register maintained for accounts, daily

store summary will do.

The conference hall wills also relating to this section at present in

this section the staff members are 37.

38
Conference Hall Section
This is also fourth important section of Jewel Rock hotel this
section is relating to both jade garden restaurant and Kanauj bar and
restaurant. Mr. Sudhakar kamath maintaining and supervising this section
in this section no charges separate amount for this section this hall will be
given free for customers when they are ordered the food both restaurant or
bar section. This sections become one of the major portions of Jewel Rock
Hotel.

This section including all types of modern equipments, furniture

designed portico garden facility toilet facility including design structure room
this is attract customer. It provides the opportunity to they will do any program
and function in this section the shimoga city customer and mostly like the
jewel rock hotel conference hall.

Servicing schedule
The following points explain how different item should be serving to
the customers

 All the beverages [water soft drink and juice] should be served from the
right side of the guest.
 All preplated food [sandwiches] should be served right hands of the guest.
 Spoon and forks must be offered from the left side.
 Before cleaning wait for the entire guest to finish for the meals.
 Clearance of the soiled dishes from the table after the meal done from the
right.
 A steward must carry waiter cloth nearly flooded on his left arm.

39
 Rules are made for the guest and not the guest for the rule - Hence for his
convenience don't hesitate to break him.

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.

40
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
 Efficient and well dressed

41
 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.
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.

42
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
 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

43
 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

 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.

44
 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
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

45
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.

46
 Chapter 4
DATA ANALYSIS AND INTERPRETATION

47
 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 50 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.

48
 Table-1

Distribution of respondents as per their resident

Area No. of Respondents Percentage

Localities 30 60%

Outers 20 40%

Total 50 100%

Source: Survey data

Analysis:
The above table clearly reveals that out of 50 respondents, 30 customers are
from Shivamogga, and the rent 20 customers are from outside and they are that
out of 100 respondents 60% are from localities and the 40% of from outers.

60
60

50
40
40
30 Localities
30 Outers
20
20

10

0
No. of Respondents Percentage

49
 Table -2
Table showing education background of respondents

Education No. of Respondents Percentage

Below higher secondary 7 14%

PUC 12 24%

Graduates 17 34%

Post Graduate 14 28%

Total 50 100%

Source: Survey data

Analysis:
As, for the education background for respondents is considered that out of 50
respondents 14% of the respondents are from below higher secondary
background, 24% of the respondents are from PUC, background while 34% are
graduates where as remaining 28% are from the post graduates background.

Below higher
secondary
14%
Post Graduate
28%
PUC
24%

Graduates
34%

50
 Table-3
Table showing the monthly income of Respondents
Monthly Income No. of Respondents Percentage

Below Rs 5000 20 40%

5000-10000 10 20%

10000 -15000 11 22%

Above 15000 9 18%

Total 50 100%

Source: Survey data

Analysis:
The above table contains respondents monthly income out of 50 respondents
20 belongs to the group below 5,000 (40%) , 10 belongs to income group to
between 5,000- 10,000 (20%) , 11 belongs to income group between 10,000 -
15,000 (22%). And the remaining 9 respondents come under the income group
of more than 15,000 (18%).

40
40

35

30

25 22
20 20
18 No. of Respondents
20
Percentage
15 11
10 9
10

0
Below Rs 5000-10000 10000 -15000 Above 15000
5000

51
 Table -4
Table showing the respondents preference towards Hotel
Hotels No. of Respondents Percentage

Jewel Rock 30 60%

Pawan 7 14%

Surya comfort 4 8%

Meenakshi Bhavan 9 18%

Total 50 100%

Source: Survey data

Analysis:
From the above table it is relevant that 60% of the respondents Jewel Rock
paradise due to good taste of food, cleanliness and it is economic, while 18% of
the respondents prefer Meenakhi Bhavan, where as 14% of respondents prefer
Hotel Pawan and remaining 8% of the customer prefer Hotel Surya hotel.

Meenakshi
Bhavan
18%
Surya comfort
8%

Pawan Jewel Rock

14% 60%

52
 Table -5

Table showing the source of knowledge about the Hotel Jewel Rock

Media No. of Respondents Percentage

Friends 20 40%

Relatives 10 20%

Advertisement 7 14%

Others 13 26%

Total 50 100%

Source: Survey data

Analysis:
Through the above table it is evident that out of 50 respondents 40% come to
know about this Hotel through their friends, while 20% of them cane to know
about relatives, 14% of them come to about advertisement and rest of 26% of
them came to know other source.

60

50

40
40
Percentage
30
26 No. of Respondents
20
20
14
20
10 13
10 7
0
Friends Relatives Advertisement Others

53
 Table-6

Table showing the preference of customers towards different “Cuisiones”

Cuisines No. of Respondents Percentage

South Indian 20 40%
North Indian 12 24%
Ice cream 10 20%
Juice 8 16%
Total 50 100%
Source: Survey data

Analysis:
From the above take it is relevant that 40% South Indian cuisines (20), while
24% of the respondents prefer North Indian cuisines where as 20% of the
respondents prefer is Ice creams and remaining 16% of the respondents prefer
juice in summer of the respondents percentages may very in Ice cream and
juice items.

60

50

40
40
Percentage
30
24 No. of Respondents
20
20
16
20
10
12 10 8
0
South Indian North Indian Ice cream Juice

54
 Table -7
Table showing respondents opinion to the price of food items of Hotel
Jewel Rock
Price No. of Respondents Percentage
Very High 7 14%
High 15 30%
Reasonable 23 46%
Low 5 10%
Total 50 100%
Source: Survey data

Analysis:
As for as prices as takes to consideration, 14% of the respondents say that the
prices are very high, 30% of the respondents say that the prices are high, where
as 46% 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.

70

60

50 46
40 Percentage

30 30 No. of Respondents

20
14 23
10 15 10
7 5
0
Very High High Reasonable Low

55
 Table-8

Table showing the distribution of respondents based on the quality of

service of the Hotel Jewel Rock.

Quality Service No. of Respondents Percentage

Excellent 14 28%
Good 23 46%
Fair 10 20%
Average 10 20%
Total 50 100%
Source: Survey data

Analysis:
Here, 14% of the respondents quality of the service of the hotel as excellent,
while 46% 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 Good Fair Average

20% 15%

20%
45%

56
 Table-9

Table showing the respondents opinion about the approach of the staff

Approach of Staff No. of Respondents Percentage

Friendly 24 48%
Rough 6 12%
Moodily 7 14%
Co- minded 13 26%
Total 50 100%
Source: Survey data

Analysis:
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 14% of the total respondents feel a moodily
approach with the staff of the hotel, while 26% of the total respondents feel a
co- minded.

80
70
60
50 48
40 Percentage

30 No. of Respondents
26
20
24 12 14
10 13
6 7
0
Friendly Rough Moodily Co-
minded

57
 Table-10
Table showing the occupation of the respondents
Occupation No. of Respondents Percentage

Employee 5 10%

Businessman 20 40%

Students 15 30%

Other 10 20%

Total 50 100%

Source: Survey data

Analysis:
The above table indicate that out of 50 respondents 10% of employees, 40% of
Business man, 30% of Students and 20% of others.

70

60

50

40 40
Percentage
30 30 No. of Respondents

20 20
10 10 20
15
10
0
5
Employee Businessman Students Other

58
 Table -11
Table showing the distribution of respondents as per their visit to hotel
Visiting Hotels No. of Respondents Percentage

Customer who visit hotel 40 80%

Customer who doesn’t 10 20%

Total 50 100%

Source: Survey data

Analysis:
The above table reveals that out of 50 respondents 40 persons of the habit to
visiting hotel Jewel Rock and remaining 10 doesn’t visiting to hotel Jewel
Rock.

Customer who
doesn’t
20%

Customer
who visit
hotel
80%

59
 Chapter 5
FINDINGS, SUGGESTIONS AND CONCLUSION

60
 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 Jewel Rock.

 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 50 respondents majority have satisfied with the service of
the hotels.
 The staff agreed that the management should increase the pay along with
other amenities.

61
  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.

Suggestions
In order to have more details of hotel Jewel Rock 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 Jewel Rock 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.

62
 In order to have more details of hotel Jewel Rock and attitudes of
people a survey of hotel was conducted. This survey yielded broader
range of information. A questionnaire was prepared to customers in and
around shimoga.

Following are the some of the important suggestions given against

the drawbacks observed.

 Since hotel Jewel Rock is most popular this hotel should maintain
taste of food quality.
 It is suggested to enlarge its advertising campaigns in order to attract
more customers.

 The hotel customers are suggested to improve the out look and
location of hotel.

 The hotel should possess the modern furniture.

 The hotel is suggested to improve the interior decorations.

 The hotel should provide some additional place for the vehicle
parking of the customers.

 The hotel should provide the four wheeler vehicle to foreign tourist
and travels to shown the historical place of Shivamogga city.

 During the summer season the hotel is suggested to concentrate more

on Ice - creams, cool drinks of fruit juices.

 The management of hotel is further recommended to reduce the

price especially in North Indian and snacks Ice - creams Sections.

 Some of respondents suggested terrace services during summer

season.

63
 The hotel should increase the pay and other amenities for the
hard working staff so that they will work efficiently and effectively.

 The hotel is finally suggested to an environment where to worker can

get complete job satisfaction by providing them required amenities.

 The management of the hotel is further recommended to resources the

prices especially juice, North Indian sections.
 The hotel is finally suggested to create an environment where the worker
can get complete job satisfaction by providing then required amenities.

CONCLUSION

On analyzing the above data it may be concluded that the Hotel Jewel
Rock got more suggestions about price of food and problems space storage.
But still it is very popular in shivamogga and enjoys a good image amongst a
localities and it has enjoyed monopolistic market conditions earlier stage
because mainly services have north and south Indian dishes, ice creams. Now
it adds more varieties are tandoori and Chinese dishes and non veg food
facilities also so people are attracted the new dishes for a change.

However the hotel has to cope up to the current requirement of

the modern consumers and has to maintain better working conditions to the
workers, which the work force could be properly managed and maintained
which will totally result in augmentation of the popularity of the hotel.

64
Annexure
QUESTIONNAIRE
Sir / Madam

I am student of Final Year BBM in Sahyadri Arts and Commerce College,

Shivamogga I am conducting the survey of “A study on Hotel Management
with special reference Jewel Rock Hotel in Shivamogga. So please help me by
filling this questionnaires.

Thanking you
Yours Faithfully
(Shilpa .M)
1. Name :
2. Gender :
a) Male [] b)Female []
3. Residence
a) Locality [ ] b) Outer []
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 [ ]

65
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 Jewel Rock?
a) Yes [] b) No []
9. If, Yes Why?
a) Necessity []
b) Hobby []
c) Annunsment []
10. How frequently you visit Jewel Rock Hotel?
a) Regularly []
b) Weekly []
c) Monthly []
d) Occasionally []
11.Which of the following Hotels do you visit more?
a) Hotel Jewel Rock []
b) Hotel Pawan []
c) Hotel Surya comfort []
d) Hotel Meenakshi Bhavan []

66
12.Why do you like most in Jewel Rock
a) Good taste []
b) Quality of Product []
c) Price []
d) Quality of service []
e) Location []
13. How do you come to know about Hotel Jewel Rock?
a) Friends []
b) Relatives []
c) Advertisements []
d) Good Image []
14. Which convene Do you prefer in Jewel Rock?
a) South Indian []
b) North Indian []
c) Ice Cream []
d) Juice []
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 Jewel Rock?
a) Excellent []
b) Good []
c) Fair []
d) Average []

67
 17.How is the quality food of Hotel Jewel Rock
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 Jewel Rock hotel
a) Yes [] b) No []

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 :

68
 Bibliography

 Management of Organization- Philip Kottar

 Marketing Management - K.D Basava
 Publicity Management - Britannica Compton
 Food & Beverage Service - Dennis R.Lillicrap. & John .A. Cousins.
Publisher: ELBS
 Food & Beverage Service Management- Brian Varghese
 Modern Restaurant Service – John Fuller, Publisher: Hutchinson
 Design & Equipment for Restaurants & Food Service By Costas Katsigris
& Chris Thomas Published by Wiley & Sons
 Catering Management By Nancy Loman Scanlon Published by Wiley

websource:

 www.makemytrip.com Budget Hotels in Shimoga

 www.yatra.com
 www.hotelinkarnataka.com
 Hotel-Jewel-Rock.Tripzen.com
 Encyclopedia
 Magazines
 News Papers

69