A Project Study Report On the Title A Study Of 7Ps In Five Star Hotels In Jaipur With Special Reference To The

Rajputana Sheraton and Hotel Rambagh Palace Submitted in partial fulfilment for the Award of Degree of Master of Business Administration

Submitted by : Kalpana Khandal IV Sem

Submitted to: Mrs.Kaneenika Jain Assistant Professor

Subodh institute of Management And Career Studies 2010-12

Guide Certificate

This is to certify that Kalpana khandal has completed the project titled "Study of 7ps of marketing of five star hotels with reference to Hotel Rajputana Sheraton and Hotel Rambagh Palace" under my guidance. This is hard original piece of work and has not been published elsewhere.

Mrs.Kaneenika Jain Project Guide

Students Declaration

I Kalpana Khandal of Subodh Institute of Management and career study, declare that this project is a true attempt to show my knowledge in the field of management that I gained during this project.

The Information used is purely for academic purpose and would not be used for any other purpose.

Kalpana Khandal M.B.A 4th sem.

Preface

Management of modern business requires an appreciation of multidisciplinary concept and in-depth knowledge of specific analytical tools, geared to the solution of real life problems. No doubt every real situation is unique but a set of theoretical knowledge, itself based on empirical foundation, can help in developing the mechanism for handling such situation. So the MBA curriculum has been designed to provide to the future managers ample practical exposure to the business world. This project is necessary for the fulfillment of MBA curriculum. It provides an opportunity to the student to understand the industry in which he undertake the project study.

Acknowledgement
I have taken efforts in this project. However, it would not have been possible without the kind support and help of many individuals and organizations. I would like to extend my sincere thanks to all of them. I am highly indebted to the staff of HOTEL RAJPUTANA SHERATON and HOTEL RAMBAGH PALACE for their guidance and constant supervision as well as for providing necessary information regarding the project & also for their support in completing the project. I would like to express my gratitude towards my Director and my Project guide for their kind co-operation and encouragement which help me in completion of this project. My thanks and appreciations also go to my friends in developing the project and people who have willingly helped me out with their abilities. The Hotel industry today is a fast growing sector of indian service industry.over the last decade,this particular sector has been facing great challenges and immense growth.The Hotel industry is now obtaining new heights and contributing in national economy by providing several job opportunities.

Table of contents

1 2 3

Introduction to Industry Introduction to company Research methodology 3.1 Title of the study 3.2 Objective of the study 3.3 Scope of the study 3.4 Limitations of the study 3.5 7ps of service marketing 3.6 7ps of Hotel Rajputana Sheraton 3.7 7ps of Hotel Rambagh Palace

7 25 38 39 39 39 40 41 45 57 65 97 99 101 104

4 5 6 7 8

Facts and Findings Conclusion Recommendations Appendix Bibliography

Introduction to the Industry

The Hotel Industry

A hotel is an establishment that provides paid lodging on a short-term basis. The provision of basic accommodation, in times past, consisting only of a room with a bed, a cupboard, a small table and a washstand has largely been replaced by rooms with modern facilities, including en-suite bathrooms and air conditioning or climate control. Additional common features found in hotel rooms are a telephone, an alarm clock, a television, a safe, a mini-bar with snack foods and drinks, and facilities for making tea and coffee. Luxury features include bathrobes and slippers, a pillow menu, twin-sink vanities, and jacuzzi bathtubs. Larger hotels may provide additional guest facilities such as a swimming pool, fitness center, business center, childcare, conference facilities and social function services.

Hotel rooms are usually numbered (or named in some smaller hotels and B&Bs) 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.

A commercial establishment providing lodging, meals, and other guest services. In general, to be called a hotel, an establishment must have a minimum of six letting bedrooms, at least three of which must have attached (ensuite) private bathroom facilities. Although hotels are classified into 'Star' categories (1-Star to 5-Star), there is no standard method of assigning these ratings, and compliance with customaryrequirements is voluntary. A US hotel with a certain rating, for example, is may look very different from a European or Asian hotel with the same rating, facilities, and would provide of a different level of amenities, range of and quality service. Whereas

hotel chains assure uniform standards throughout, non-chain hotels (even within the same country) may not agree on the same standards. In Germany, for example, only about 30 percent of the hotels choose to comply with

the provisions of

the rules established

by

the

German

Hotels

&

Restaurants association. Although both WTO and ISO have been trying to persuade hotels to agree on some minimum requirements as world-wide norms, the entire membership of the Paris-based International Hotel & Restaurant (IH&RA) opposes any such move. According to IH&RA, to harmonize hotel classification based on a single grading (which is uniform across national boundaries) would be an undesirable and impossible task. As a rough guide: A 1Star hotel provides a limited range of amenities and services, but adheres to a high standard of facility-wide cleanliness. A 2-Star hotel provides good accommodation and better equipped bedrooms, each with a telephone and attached private bathroom. 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. 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. A 5-Star hotel offers most luxurious premises, widest range of guest services, as well as swimming pool and sport and exercise facilities. The Official Hotel Guide (published in the US, and followed world wide) has its own classification scheme that ranks hotels in nine categories as (1) Moderate Tourist Class, (2) Tourist Class, (3) Superior Tourist Class, (4) Moderate First Class, (5) Limited Service First Class, (6) First Class, (7) Moderate Deluxe, (8) Deluxe,and(9)SuperiorDeluxe. Over the last decade and half the mad rush to India for business opportunities has intensified and elevated room rates and occupancy levels in India. Even budget hotels are charging USD 250 per day. The successful growth story of 'Hotel Industry in India' seconds only to China in Asia Pacific.

'Hotels in India' have supply of 110,000 rooms. According to the tourism ministry, 4.4 million tourists visited India last year and at current trend, demand will soar to 10 million in 2010 - to accommodate 350 million domestic travelers. 'Hotels in India' has a shortage of 150,000 rooms fueling hotel room rates across India.

With tremendous pull of opportunity, India is a destination for hotel chains looking for growth. The World Travel and Tourism Council, India, data says, India ranks 18th in business travel and will be among the top 5 in this decade. Sources estimate, demand is going to exceed supply by at least 100% over the next 2 years. Five-star hotels in metro cities allot same room, more than once a day to different guests, receiving almost 24-hour rates from both guests against 6-8 hours usage. With demand-supply disparity, 'Hotel India' room rates are most likely to rise 25% annually and occupancy to rise by 80%, over the next two years. 'Hotel Industry in India' is eroding its competitiveness as a cost effective destination. However, the rating on the 'Indian Hotels' is bullish.

'India Hotel Industry' is adding about 60,000 quality rooms, currently in different stages of planning and development and should be ready by 2012. MNC Hotel Industry giants are flocking India and forging Joint Ventures to earn their share of pie in the race. Government has approved 300 hotel projects, nearly half of which are in the luxury range. Sources said, the manpower requirements of the hotel industry will increase from 7 million in 2002 to 15 million by 2010. With the USD 23 billion software services sector pushing the Indian economy skywards, more and more IT professionals are flocking to Indian metro cities. 'Hotel Industry in India' is set to grow at 15% a year. This figure will skyrocket in 2010, when Delhi hosts the Commonwealth Games. Already, more than 50 international budget hotel chains are moving into India to stake their turf. Therefore, with opportunities galore the future 'Scenario of Indian Hotel Industry' looks rosy. The global hotels industry appears to be now on a path of slow recovery, having coming out of two exceptionally bad years (2009-10). While the main recovery leaders are the emerging countries in the Asia-Pacific region, the developed luxury hotel markets of the USA and Europe have also reported signs of demand recovery during the past 12 months.

In India, the demand - or occupancy - led recovery that started with the return of domestic travellers late in calendar 2010, received a boost with foreign tourist arrivals (FTAs) picking up in the subsequent months. The latter half of 2010-11 saw the industry push for higher tariffs, although pricing recovery for the whole of 2010-11 stood at a tepid 5-8%. From our analysis of demand, supply and industry profits, and considering the fact that the previous recovery cycles lasted six to eight years, ICRA believes that the current recovery is still in a nascent stage and yet to make the transition from an occupancy-led up-cycle to a more convincing ARR-led recovery. The market requires further improvement in occupancy and confidence to be able to gain real pricing power. Overall, ICRA expects the Indian hotels industry to post a modest recovery in performance during the next three quarters, aided by high single-digit ARR growth. One of the key risks to recovery come from demand dampeners, namely, expectations of relatively mute corporate performance in fiscal 2011-12 (which could slow down corporate spending), increase in interest rates, rise in fuel and food prices (which would impact disposable incomes), and subdued macroeconomic signals from the developed markets. For recovery to be sustained, it must be supported by gains in the underlying economy. Additionally on the supply front, heavy supplies in markets like the National Capital Region (NCR), Hyderabad, Pune, Bangalore and Chennai are expected to suppress pricing power.

As per an analysis done by retail consultancy Technopak, at the end of 2010 the Indian hotel industrys worth was estimated around US$ 17 billion. Of the total revenue, nearly 70 per cent is being contributed by the unorganized sector and the remaining 30 per cent (US$ 5 billion approx.) comes from the organized sector. The hotel industry is estimated to grow at a CAGR (Compounded Annual Growth Rate) of around 15 per cent over the next five years.

The share of hotel and restaurant sector in the overall economy is still below 2 per cent. For the last five years the total contribution of the hospitality sector has remained stagnant. Although the overall share increased from 1.46 per cent in 2004-05 to 1.69 per cent in 2007-08, but then after the phase of economic meltdown in US the total share again decreased to 1.45 per cent in 2009-10.

According to Economic Survey of 2010-11 the average annual growth rate of hotel and restaurant sector has been 8.8 per cent for the period during 2005-06 and 200910. However, last two years have not been quite pleasant for the sector as growth faltered badly. Till five years ago, the sector was registering a growth of around 15 per cent but slowdown in the economy has affected the growth prospects of the sector badly and the growth rate has dropped into single digit level. The sector registered negative growth (-3.41 per cent) in 200809 over the year 200708, which was due to the adverse global economic conditions in this year. But, the sector is back in the positive growth territory and clocked a growth of 2.2 per cent in 2009-10.

Hotels classification
Presently there are 1593 classified hotels with a capacity of 95,087 rooms in the country. The hotels sector comprises various forms of accommodation, namely

star category hotels, heritage category hotels, timeshare resorts, apartment hotels, guest houses, and bed and breakfast establishments.

Based on that the hotels in India are classified into following segments: I. Star rated hotels (5 star and star deluxe)

These are mainly situated in the business districts of metro cities and cater to business travelers and foreign tourists. These are considered to be very expensive. These account for about 30% of the industry.

The star hotels are further classified into six categories: Five star deluxe, Five star, Four star, Three star, Two star, One star.

a)

Five Star Deluxe & Five Star:These are restricted to the four metros and

some major cities like Bangalore and Hyderabad. The customers of these hotels are mostly foreign business and leisure travelers, senior business executives and top government officials.

b)

Three Star & Four Star: These are located in all major cities as well as

tourist destinations. Their customer group ranges from middle level business executives to leisure travelers.

c)

One Star & Two Star:These are located in major cities as well as in small

cities and other tourist destinations. Their customers include usually the domestic tourists.

Major players in this segment are Taj, WelcomeGroup, EIH and Oberoi. Apart from Indian players some of the international hotels also have their presence in this segment. Those include, Best Western, Choice hotels, Bass Hotels, Park Plaza and Carlson Hospitality.

Room supply in the 5-star segment has grown at a compounded annual growth of 5 per cent over the past decade. While, the 3 and 4-star categories have grown at 6 per cent and 8 per cent CAGR respectively during the same period.

II.

Heritage hotels

These are characterized by less capital expenditure and greater affordability and include running hotels in palaces, castles, forts, hunting lodges, etc.

They are further classified as: Heritage classic (hotels built between 1920 and 1935), Heritage Grand (hotels built prior to 1920) and Heritage (hotels built between 1935 and 1950)

III.

Budget hotels:

Budget hotels cater mainly to domestic travelers who favor reasonably priced accommodations with limited luxury. These are characterized by special seasonal offers and good services.

IV.

Unclassified hotels:

These are low-priced motels spread throughout the country. A low-pricing policy is their only selling point. This segment accounts for about 19% of the industry.

V.

Resorts and Clubs

Located at the outskirts of city could be from premium to budget category

VI.

Restaurant

These are food chains and outlets set up in the India. They are usually by international chains like Dominos, Espresso, Pizza Hut and McDonalds.

Latest trends Investment in smaller cities Rising business and leisure travel to smaller cities such as Udaipur, Thiruvananthapuram, Bhubaneswar, Pune, Kochi and Chandigarh, have increased demand for quality hotel rooms in these cities. Hospitality chains are expected to increase their presence in smaller cities to leverage this opportunity. Further, they are likely to plan a suitable project mix (more budget/business hotels compared to luxury hotels) for these cities. For instance, Carlson has announced its plans to set-up mid-segment hotels in tier II and tier III cities.

Diversification into new segments: Many hospitality chains that were earlier focused only on the luxury segment are now diversifying into new product segments, such as budget hotels and serviced apartments, in order to reduce risks.

IHCL has already launched budget hotels in India, while Accor has announced plans to introduce its budget hotel brand, Formule1, in the country. Moreover, hotel chains are diversifying into niche segments such as medi-cities, wildlife lodges and spas to establish additional revenue-generation streams. These segments also help hotel chains retain customers and provide them with valueadded services. For instance, IHCL operates wildlife lodges under the brand TajSafari, a JV between IHCL and &Beyond, an Africa-based safari and ecotourism company. ITC-Welcomgroup and IHCL operates spas at some of their luxury properties.

Classification Of Hotels (A)Classification on the basis of Nature Since time immemorial, there have been frequent changes in theconcept and perception of hotel. There are a number of hotelsoffering different types of services. The variation in architecturalfacilities, the size, the facade, the facilities and amenities can'tbe overlooked. This necessitates a study of its typology. 1. Residential Hotel The residential hotels work as apartment house. Often we callthem apartment hotels. The hotels charge rent on monthly, half-yearly, or yearly basis. The hotels are the residential average well managed home 2. Commercial Hotel The commercial hotels are meant for the people who visit a placeof trade and commerce or business purposes and therefore thesehotels are generally hotels found customers. located Initially, to an were developed inbig cities and towns where no meals are served to the

in theUSA. The services offered in the residential hotels arecomparable

found located at the commercial or industrial centers.These hotels focus their attention on individual travelers and aregenerally run by the owners . 3. Resort Hotel The resort hotels are meant for the holiday near the makers tourists and

for those who need a change in the atmosphere mainly on healthground These h otels are found located sea, mountain andother areas having an attractive landscape and healthy climaticcondition The tourists visit hotels mainly to relax The entertainmentand recreation facilities like swimming pool tennis courts, boating,golf course, selfriding and other indoor sports in addition torestaurant and cafeteria, conference r oom, lounge, shoppingarcade, entertainment etc become significant in the resort hotels 4. International Hotel The international hotels are modern luxurious hotels, classified one-star

onthe basis of international guidelines These hotels are placed invarious star cat egories e.g. Five-star-deluxe, five-star, four-star,three-star, two-star, The international hotels are mostlyowned by the public companies where a board of directors isconstituted for its control The overall management is found in thehands of senior executives 5. Floating Hotel The floating hotels are located on the water surface The place aresea, river, lake These hotels provide all the facilities and servicesmade available in a good hotel In the leading tourist generatingcountries of the world we find the practice of using old luxury shipsas floating hotels

C) Classification on the Basis of Star: One more basis for making a classification is the availability of star. The Department of Tourism classifies hotels under the star system into various categories from one star to seven star deluxe based on several criteria - from the size of the room to thequalifications of staff. On this basis, there are group. Hotels having no star aredeemed classifications of Americanhotels are the residential and themotel. two importanttypesunclassified. The commercial, the four major resort, the classified and unclassified. The star group of hotels areincluded in the classified

INTRODUCTION TO THE ORGANISATION

THE ITC RAJPUTANA SHERATON

THE ITC PROFILE Founded: August 24, 1910 Headquarters: Virginia House,37, Chowringhee (JLN Road),Calcutta- 700071

Key People: Mr. Y. C Deveshwar, ChairmanMr. K. Vaidyanath, Director Website: www.itcportal.com

ITC is one of the Indias foremost private sector companies with a marketcapitalization of nearly US $20 billion.ITC is rated among the Worlds bestbigcompanies, Asias Fab 50 and the worlds most reputed companies byForbes magazine, among Indias most valuable companies by BusinessToday. ITC also ranks among Indias top 10 Most Valuable (company)Brands in a study conducted by brand finance . ITC has a diversified presence into various businesses which include :FMCG :

C i g a r e t t e s , f o o d p r o d u c t s , l i f e s t y l e r e t a i l i n g , g r e e t i n g s , stationary, and safety match sticks and agarbatties. HOTELS : Luxury collection, welcome hotel, Sheraton hotel, fortunepark hotel, and welcome heritage. PAPERBOARD & PACKAGING AGRI BUSINESS : Agri exports, E-chouplal, leaf tobacco.

IT : ITC info tech India Ltd. Wholly owned subsidiary. GROUP COMPANIES :

Surya

Nepal

private

Ltd.,

International

travelhouse.integrated source of quality tobaccos. Serving customers in 50 count riesacross more than 70 destinations, ITC co-creates and delivers value at everystage of the leaf tobacco value chain.TC buys nearly 50 per cent of all cigarette tobacco types grown in India.

Hotel rajputana Sheraton,Jaipur

(Front View of the Hotel) 14 Kms. from Airport 0.5 Kms. from Railway station 0.5 Kms. from City Centre Architect : Rajinder Kumar and Associates Interior Designer: Prakash Mankar

 Total no. of rooms: 218

Hotel Sheraton Rajputana : built on a 7 acres slandscape; the hotel is designedon the lines of a royal haveli. Its lobby is fashioned after the Jaigarh Fort & thehotel itself is richly detailed with beautiful balconies, high canopies & tinklingwaterfalls that blend seamlessly with each other. It is a fitting ribute to theglorious heritage & romance of Rajasthan. A 218-rooms hotel is a uniqueblend of lavish luxury & crisp efficiency. The hotel started in functioning on1 October 1992. The hotel has the largest room inventory and the largest banqueting facility inthe city. The hotel is located in the city centre, has international bookingfacilities, standardized services and international safety standards. In totalitythe hotel offers a magnificent experience.The organization has a hierarchial structure. The general manager being onthe top. Followed by various functional departments headed by thedepartment manager and then followed by line managers and so on.The philosophy of the hotel is : Guest experience

Guest experience with profit.

Guest experience with profit, growth and development.

Salient features : Largest room inventory in city with 218 rooms.

Located at the heart of the city.

Biggest lobby in town. Exclusive executive club lounge. Restaurants, where the Jaipur dines : Chandra Vanshi Pavilion,Jalmahal, Peshawari. Sheeshmahal and Jharokha bars. Swimming pools, shopping arcade, SPA and Beauty parlour.The biggest pillar less banquet hall Suryavanshi Mahal in the townRefined artistry The ITC Rajputana is 5 star business hotel with a unique concept of accommodation in the heart of Jaipur (Rajasthan). ITC Rajputana reflects everything that is splendid about Rajasthan and all that is unique about ITC Hotels. &

Designed to echo the traditional havelis of the region, ITC Rajputana has a red brick exterior rising to different levels around a central area. Long corridors, secluded courtyards and simplified lattice work recall Rajasthani architecture in a modern uncluttered and contemporary idiom and bring alive the spirit of Rajasthan and makes it distinguished amongst the luxury hotels of Jaipur. Discover all that Rajasthan has to offer while staying at the ITC Rajputana .

world

of

comfort

and

luxury,

with

responsibility

ITC Rajputana is a legendary 5 star luxury hotel in Jaipur with 218 guest rooms and suites. Our guest rooms and suites offer spacious bathrooms, a refreshment centre, safety locker for your valuables, well designated sitting area for your comfort and Sweet Sleeper Bed - help you enjoy a pleasant nights sleep. The lavish and rich food of Rajasthan at Jal Mahal or the old and authentic cuisine from the Northwest makes it an iconic luxury hotel in Jaipur offering a unique culinary experience. Unwind in our Kaya Kalp Spa, workout at our fitness centre or simply relax with signature massages or the complimentary steam and sauna, available private boardroom. at the hotel. The hotel also offers 9300 square feet of banqueting space including three

TAJ GROUP OF HOTELS

The Indian Hotels Company Limited (IHCL) and its subsidiaries are collectively known as Taj Hotels Resorts and Palaces and is recognised as one of Asia's largest and finest hotel company. Incorporated by the founder of the Tata Group, Mr. Jamsetji N. Tata, the company opened its first property, The Taj Mahal Palace Hotel, Bombay in 1903. The Taj, a symbol of Indian hospitality, completed its centenary year in 2003. Taj Hotels Resorts and Palaces comprises 93 hotels in 55 locations across India with an additional 16 international hotels in the Maldives, Malaysia, Australia, UK, USA, Bhutan, Sri Lanka, Africa and the Middle East. Spanning the length and breadth of the country, gracing important industrial towns and cities, beaches, hill stations, historical and pilgrim centres and wildlife destinations, each Taj hotel offers the luxury of service, the apogee of Indian hospitality, vantage locations, modern amenities and business facilities. IHCL operate in the luxury, premium, mid-market and value segments of the market through the following: Taj (luxury full-service hotels, resorts and palaces) is our flagship brand for the world's most discerning travelers seeking authentic experiences given that luxury is a way of life to which they are accustomed. Spanning world-renowned landmarks, modern business hotels, idyllic beach resorts, authentic Rajput palaces and rustic safari lodges, each Taj hotel reinterprets the tradition of hospitality in a refreshingly modern way to create unique experiences and lifelong memories. Taj also encompasses a unique set of iconic properties rooted in history and tradition that deliver truly unforgettable experiences. A collection of outstanding properties with strong heritage as hotels or palaces which offer something more than great physical product and exceptional service. This group is defined by the emotional and unique equity of its iconic properties that are authentic, nonreplicable with great potential to create memories and stories. Taj Exotica is resort and spa brand found in the most exotic and relaxing locales of the world. The properties are defined by the privacy and intimacy they provide. The hotels are clearly differentiated by their product philosophy and

service design. They are centered around high end accommodation, intimacy and an environment that allows its guest unrivalled comfort and privacy. They are defined by a sensibility of intimate design and by their varied and eclectic culinary experiences, impeccable service and authentic Indian Spa sanctuaries. Taj Hotels Resorts and Palaces is committed to replicate its domestic success onto international shores with plans to build an international network of luxury hotels, which will provide an exemplary product-service combination and in the process create a global brand. The current international portfolio includes luxury resorts in the Indian Ocean, business and resort destinations in the Middle East and Africa, serviced apartments in the UK, the first hotel in Australia and three a top-end luxury hotels in the US. Throughout the Company's expansion, its mandate has been twofold: to infuse a sense of Indian heritage and culture within each diverse property, while also anticipating the needs and desires of the sophisticated traveller. Over the years, the Taj has won international acclaim for its quality hotels and its excellence in business facilities, services, cuisine and interiors. The Taj strengthened its presence in the Indian Ocean rim with the Exotica Brand. The Taj Exotica was evolved as part of Taj Hotels Resorts and Palaces intent to position it as a brand that is clearly differentiated by its product philosophy and service design. The Taj Exotica Resort and Spa, in Maldives is centered on high-end accommodation, intimacy and an environment that allows its guest's unrivalled comfort and privacy. Taj Hotels further expanded its global footprint by securing management contracts at Palm Island, Jumeirah in Dubai, Saraya Islands in Ras Al Khaimah, Aldar Group in Abu Dhabi, UAE Langkawi in Malaysia and Thimpu in Bhutan. The most significant additions to the portfolio have been The Pierre, the iconic landmark hotel on New York's Fifth Avenue, Taj Boston and Blue, Sydney. The presence of Taj Hotels Resorts and Palaces internationally has been developed through a network of Taj regional sales and PR offices in the United

Kingdom, France, Germany, Italy, Dubai, Singapore, Australia, Japan, Russia and the United States of America. At the Taj Hotels Resorts and Palaces luxurious living and fine dining find common ground. Whether it is introducing exotic world cuisines to India or taking authentic Indian fare to the world, the Taj Hotels Resorts and Palaces is renowned for the eclectic culinary experiences it brings to its guests. Through a vast repertoire of award-winning restaurants, legendary recipes from royal kitchens and celebrated food festivals, the Taj has pioneered innovation in fine dining across the world. Taj Hotels also promise a whole new experience of tranquillity and total 'wellness', through Jiva Spas a unique concept, which brings together the wisdom and heritage of the Asian and Indian Philosophy of Wellness and Wellbeing. Rooted in ancient Indian healing knowledge, Jiva Spas derive inspiration and spirit from the holistic concept of living. There is a rich basket of fresh and unique experiences under the Jiva Spa umbrella of offering, Yoga and Meditation, mastered and disseminated by accomplished practitioners, authentic Ayurveda, and unique Taj signature treatments. Royal traditions of wellness in service experiences, holistic treatments involving body therapies, enlivening and meaningful rituals and ceremonies and unique natural products blended by hand, come together to offer a truly calming experience. IHCL operates Taj Air, a luxury private jet operation with state-of-the-art Falcon 2000 aircrafts designed by Dassault Aviation, France; and Taj Yachts, two 3bedroom luxury yachts which can be used by guests in Mumbai and Kochi, in Kerala. IHCL also operates Taj Sats Air Catering Ltd., the largest airline catering service in South Asia, as a joint venture with Singapore Airport Terminal Services, a subsidiary of Singapore Airlines. Additionally, it operates the Indian Institute of Hotel Management,

Aurangabad since 1993. The institute offers a three-year diploma, designed with

the help of international faculty and has affiliations with several American and European programmes. CORPORATE SUSTAINABILITY AND SOCIAL RESPONSBILITY As a part of Tatas; India's premier business house; we; at Taj Hotels, have always believed in society and environment being integral stakeholders in the business along with the shareholders, customers, vendors and others. Over the last decade, the movement towards ecologically sound tourism has gained urgency and importance across the globe and we recognize that responsible practices in vogue are as diverse as the geographies. We promote corporate citizenship through our strategic public-private

partnerships which encourage building livelihoods of less-advantaged youth and women. The causes we promote include reducing malnutrition, promoting indigenous artisans and craftsmen and enhancing employability of identified target groups by sharing core competencies as a leading hospitality company. The group encourage training and development of differently abled youth. Taj have the unique scope and opportunity to develop raw potential into a skilled workforce that is immediately employable by various players in the industry. A majority of community projects are focused around extending our key strengths in food production, kitchen management, housekeeping, customer service and spas to promote economic empowerment of candidates from vulnerable socioeconomic backgrounds. The group is fully committed to the cause of building a sustainable environment by reducing the impact of daily operations on the environment and improving operational efficiencies, resource conservation, reuse and recycling of key resources. The Corporate Sustainability Report has been submitted to United Nations Global Compact Society in August 2011. The United Nations Global Compact is a strategic policy initiative for businesses that are committed to aligning their operations and strategies with ten universally accepted principles in the areas of human rights, labor, safety & security, environment and anti-corruption. This

Corporate Sustainability report also serves as our GRI (Global Reporting Initiative) as well as Triple Bottom Line report. The report focuses on identified priorities at IHCL and responds to key stakeholder needs. We plan to continue and further strengthen our commitment to the environment and societies in which we operate. The Company was incorporated in 1902 and it opened its first hotel, The Taj Mahal Palace & Tower, Mumbai, in 1903. The Company then undertook major expansion of The Taj Mahal Palace & Tower, Mumbai by constructing an adjacent tower block and increasing the number of rooms from 225 to 565 rooms. With the completion of its initial public offering in the early 1970s, the Company began a long term programme of geographic expansion and development of new tourist destinations in India which led to its emergence as a leading hotel chain in India. From the 1970s to the present day, the Taj Group has played an important role in launching several of India's key tourist destinations, working in close association with the Indian Government. The Taj Group has a philosophy of service excellence which entails providing consistently high levels of personalized service and innovative means of improving service quality. The Taj Group has been active in converting former royal palaces in India into world class luxury hotels such as the Taj Lake Palace in Udaipur, the Rambagh Palace in Jaipur and Umaid Bhawan Palace in Jodhpur. In 1974, the Taj Group opened India's first international five star deluxe beach resort, the Fort Aguada Beach Resort in Goa. The Taj Group also began its business in metropolitan hotels in the 1970s, opening the five-star deluxe hotel Taj Coromandel in Chennai in 1974, acquiring an equity interest and operating contract for the Taj President, a business hotel in Mumbai, in 1977, and opening the Taj Mahal Hotel in Delhi in 1978.

Hotel Rambagh Palace, Jaipur

Rambagh was initially, a modest four-room pavilion built for Kesar Badaran, chief lady-in-waiting to Maharani Chandrawatji, in 1835. Later, in 1887, a need for a guest-house cum hunting lodge arose. And Kesar Badaran ka Bagh naturally lent itself to such a transition.

Rambagh Palace however, only achieved the status of a palace when Maharaja Sawai Man Singh II returned to his childhood home in 1925. Rambagh Palace, resplendent in all its 47 acres, was finally converted into a hotel in 1957. The Management was then entrusted to The Taj Group in 1972. The Rambagh Palace has since blossomed in to one of the finest experiences any hotel can offer. Featured in Peter Coats The Most Beautiful Gardens in the World, the gardens of Rambagh Palace Hotel are renowned for their elegance and exotic foliage. Initially built for the Zenana (Ladies of the court), the gardens used to attract a variety of exotic birds. Even today, peacocks preen on the lawns, and flocks of migratory birds continue to visit the gardens, transporting you to a place that can only be paradise.

The Front Lawns of Rambagh Palace are abloom with Ashok, Bougainvillea and Lantana Trees. The Oriental Garden is inspired by Chinese motifs and designs. The Mughal Garden has an expansive range of flowers. The Swimming Pool Garden and the Nakhsa Garden of Rambagh Palace Hotel are horticultural wonders in themselves, and the seasonal flowers here, add to the spectrum of colours during winters.

RESEARCH METHODOLOGY

Title of the study

A Study Of 7Ps In Five Star Hotels In Jaipur With Special Reference To The Rajputana Sheraton and Hotel Rambagh Palace

Objective of the Study

To critically study the 7ps of marketing in the above mentioned two five star hotels. To find out the various aspect of service marketing in hotel industry. To find various loopholes present in the services marketing if present any.

Scope of the Study

To have an outlook over the changes and improvements made in the hotels. To find out the deficiencies (if any) in marketing of 7ps of services.

Data collection
There are two methods of collecting the data.They are: 1.Primary data 2.Secondary data

Limitations of the study

Every study suffers certain limitations and so does this project.So,the applicability of the findings and recommendations is subjected to the following mentioned constraints: Respondents were reluctant to give their views on data and their details. Hiding of some facts such as pricing due to fear of management policies. Though care has been taken,,judgement errors may have occurred. Employees being very busy were not truly supportive. Some of the responses were not clear and legiable.

Introduction to 7ps of service marketing

The service marketing mix comprises off the 7ps. These include: Product Price Place Promotion People Process Physical evidence.

Product - A product is seen as an item that satisfies what a consumer needs or wants. It is a tangible good or an intangible service. Intangible products are service based like the tourism industry & the hotel industry or codes-based products like cellphone load and credits. Tangible products are those that can be felt physically. Typical examples of mass-produced, tangible objects are themotor car and the disposable razor. A less obvious but ubiquitous mass produced service is a computer operating system. Every product is subject to a life-cycle including a growth phase followed by a maturity phase and finally an eventual period of decline as sales falls. Marketers must do careful research on how long the life cycle of the product they are marketing is likely to be and focus their attention on different challenges that arise as the product moves through each stage. The marketer must also consider the product mix. Marketers can expand the current product mix by increasing a certain product line's depth or by increase the number of product lines. Marketers should consider how to position the product, how to exploit the brand, how to exploit the company's resources and how to configure the product mix so that each product complements the other. The marketer must also consider product development strategies.

Price The price is the amount a customer pays for the product. The price is very important as it determines the company's profit and hence, survival. Adjusting the price has a profound impact on the marketing strategy, and depending on the price elasticity of the product, often, it will affect the demand and sales as well. The marketer should set a price that complements the other elements of the marketing mix. When setting a price, the marketer must be aware of the customer perceived value for the product. Three basic pricing pricing and strategies neutral are: market pricing. The skimming pricing, marketing penetration

'reference value' (where the consumer refers to the prices of competing products) and the 'differential value' (the consumer's view of this product's attributes versus the attributes of other products) must be taken into account. Promotion - represents all of the methods of communication that a marketer may use to provide information to different parties about the product. Promotion comprises elements such as:advertising, public relations, personal selling and sales promotion. Advertising covers any communication that is paid for, from cinema commercials, radio and Internet advertisements through print media and billboards. Public relations is where the communication is not directly paid for and includes press releases, sponsorship deals, exhibitions, conferences, seminars or trade fairs and events. Word-of-mouth is any apparently informal communication about the product by ordinary individuals, satisfied customers or people specifically engaged to create word of mouth momentum. Sales staff often plays an important role in word of mouth and public relations. Place - refers to providing the product at a place which is convenient for consumers to access. Place is synonymous with distribution. Various strategies such as intensive distribution, selective distribution, exclusive distribution and franchising can be used by the marketer to complement the other aspects of the marketing mix. The marketing mix elements called product, price, place, and promotion these are called the four elements of marketing mix and also called 4ps of the marketing mix.

People An essential ingredient to any service provision is the use of appropriate staff and people. Recruiting the right staff and training them appropriately in the delivery of their service is essential if the organisation wants to obtain a form of competitive advantage. Consumers make judgments and deliver perceptions of the service based on the employees they interact with. Staff should have the appropriate interpersonal skills, aptititude, and service knowledge to provide the service that consumers are paying for. Many British organisations aim to apply for the Investors In People accreditation, which tells consumers that staff are taken care off by the company and they are trained to certain standards. Process Refers to the systems used to assist the organisation in delivering the service. Imagine you walk into Burger King and you order a Whopper Meal and you get it delivered within 2 minutes. What was the process that allowed you to obtain an efficient service delivery? Banks that send out Credit Cards automatically when their customers old one has expired again require an efficient process to identify expiry dates and renewal. An efficient service that replaces old credit cards will foster consumer loyalty and confidence in the company. Physical Evidence Where is the service being delivered? Physical Evidence is the element of the service mix which allows the consumer again to make judgments on the organisation. If you walk into a restaurant your expectations are of a clean, friendly environment. On an aircraft if you travel first class you expect enough room to be able to lay down! Physical evidence is an essential ingredient of the service mix, consumers will make perceptions based on their sight of the service provision which will have an impact on the organisations perceptual plan of the service.

HOTEL RAJPUTANA SHERATON-7PS OF MARKETING

(1)PRODUCTS The products has two parts : - the core product, which central problemsolvingb e n e f i t supplementary that customer seek. The other the part is the serviceswhich augment product. These

s e r v i c e s f a c i l i t a t e t h e u s e o f t h e c o r e product and also enhance its value and appeal. These services also pay arole in differentiating and positioning the core products. Increasing the level of performance adds value to the core products.Core products includes the rooms and the food and beverage outlets. Andsupplementary services include things like swimming pool, laundry, recreationactivities, shopping arcade etc.Sheraton Rajputana has the largest inventory in tow with 218 rooms which aredivided into following categoriesguest rooms and suites offer spacious bathrooms, a refreshment centre, safety locker for your valuables and well designated sitting area for your comfort. ROOM CATEGORIES NUMBERS RATE RACK

Presidential Suite

01

80000

Thikana Suite

16

30000

Rajputana Royales

46

20000

Rajputana Chambers

55

18000

Executive Clubs

100

14500

Restaurants/bars Peshawri Savour a cuisine that's as old as fire itself. The specialty cuisine from the North West frontier Hours: Lunch: 12:30 PM - 2:45 PM Dinner: 7:30 PM - 11:30 PM

Sheesh Mahal Bar

Christened as the Palace of Mirrors, this is indeed the finest bar in Jaipur, off the lobby and overlooking the Jai Singh Bagh courtyard. Hours: 11:00 AM 11:00 PM

Jharokha Poolside Lounge The poolside bar facing the swimming pool is an ideal venue to sit and relax. Hours: 3:00 PM - 11:00 PM

Chandravanshi Pavilion Chandravanshi Pavilion is a 24/7 multi Cuisine restaurant with a comprehensive range of Indian and International delights. Hours: 24 hrs Jal Mahal

A splendid venue for Indian, International, Oriental and Rajasthani delicacies in a delectable buffet spread.

Hours: Breakfast: 6:30 AM - 10:00 AM Lunch: 12:30 PM - 2:45 PM Dinner: 7:30 PM - 11:00 PM

Service The hotel is the destination of choice for the city's glitterati. The unbeatable combination of ambience, facilities and the experienced expertise make it the preferred venue for conferences and banquets

Meetings Events and Weddings ITC Rajputana brings you the world class conference facilities in one of the Indias most popular tourist destinations. The Suryavanshi Mahal Banquet hall can accommodate upto 500 people in various seating styles. Additionally, the business centre offers a completely contemporary business facilities and a choice of 3 meeting rooms for 12 to 16 people.

Kayakalp Indias rich cultural, spiritual and ancient traditions are intertwined throughout our treatment menu with healing stones, soothing music and the healing hands of the therapists that will be effectively integrated into an experience that is relaxing, rejuvenating and rebalancing to each person on a soul level. Kaya Kalp also offers western style therapies using luxurious products that are natural but deliver the desired effects, and an array of hair and beauty services. The spas luxurious interior designs will start your sensory journey as soon as you enter with a delightful aroma and relaxing surroundings, you will walk into a

haven of peace, tranquility with unparallel luxury. A visit promises to deliver a journey of relaxation and rejuvenation through a world of regal luxury and pampering

Massages Relax your mind, body and soul with one of our mystic massages that help to increase circulation, removes physical tension , nourishes the skin and leaves you with a sense of well being, total relaxation and rejuvenation. Kaya Kalp Massage (60/90 min)

Our signature massage is designed to relax the entire body, focussed on relieving muscular tension while combining wonderful soothing strokes for the ultimate massage. This powerful aroma-therapeutic massage incorporates dynamic blends of essential oils personalised according to your specific needs; choose from:

Stress Soother: Soothe and relax with a de-stress calming blend of Mysore Sandalwood. Revitalize: Uplift, detoxify and renew your zest for life with a blend of Lime & Ginger. Muscle Ease: Ease away tired, aching muscles with a muscle easing blend of warming Hot Eucalyptus Stone & Massage Black (100 Pepper. min)

This therapeutic massage with volcanic stones de-stress your entire being,

releasing tension, fatigue and pain, resulting in blissful relaxation. Your treatment will begin with a lymphatic drainage massage with luxurious blended oil Tension followed by Reliever a hot Massage stone (30 massage. min)

The ideal massage to relax the tension retaining areas of the back, neck and shoulders. Soothe away the stresses of the day with this treatment A perfect way to start your holiday or relax after a busy day at the office. Gemstone Massage (60/90 min)

This exquisite massage has been exclusively created by our team of spa experts to provide you with the ultimate in pure spa relaxation. Your therapist will provide an amazing lymphatic drainage massage utilising the gemstones along with natural aromatic Indian blends. This treatment revitalises the mind, eliminates Traditional tension Thai and inspires Massage total (60/90 rejuvenation. min)

Thai massage is based on the discovery of ten invisible energy lines called Sen, which run throughout the body. Your journey begins with a masterful combination of Thai stretching techniques and a deep tissue pressure point massage. This stimulating treatment increases blood flow, releases toxins and restores Indian suppleness; Aromasoul balancing Ritual your body, Massage mind and (90 spirit. min)

Your journey to India begins with an exfoliation with crushed rice and aromas of essential oils. This massage ritual follows the ancient philosophy of the Circle of Life using a blend of luxurious oil blended with Indian spices and will release stress and tension, whilst bestowing a complete state of harmony for the mind, body Indian Foot and Massage soul. (60 min)

Relax, listen to the soothing music and put your feet up. We will begin with an Indian foot ritual which stimulates the pressure points- highly recommended for those who lead a stressful life, This therapy will send you on the royal road to pure relaxation with a lavish foot massage using healing creams and ancient techniques Deep that will leave you Massage in a state (90 of bliss. min)

Tissue

This massage incorporates bodywork that reaches the tension retaining areas of the muscle tissues of the back, neck, shoulders and legs. Combining a natural aromatic muscle easing blend of indigenous oils with a warm herbal poultice treatment, Sacred your Nature tensions Nourish will be Massage soothed (90 away. min)

A complete Organic anti-aging ritual which is nourishing and protective and offers a natural treatment indicated for all skins, even the most sensitive. Detoxifies, nourishes and protects the skin in a pleasant and embracing ritual. The treatment begins with a delicate renewing gommage, and ends with a massage for the face and the body bestowing profound oxygenation and renewed energy.

Beauty Elixirs Our skin care professional will analyse your skin and create a healthy skin care regime based on your skin type. Each of our specially designed facials are customised to your specific needs. The youthful glow of your pampered skin will reflect Kaya Kalp your Facial inner (90 beauty. min)

Our signature spa facial begins with a deeply relaxing back massage with aromatic oils to balance the mind, body and soul .The facial uses natural

ingredients for specific skin types to rebalance the skin and ensure maximum results. Let the therapists hands guide you in to a meditative state with a luxurious massage that will leave the skin refreshed, rejuvenated and rebalanced. Absolute Pearl Illuminating (60 min)

This illuminating oxygenating treatment is enriched with pearl powder and active natural ingredients which greatly increase skin luminosity and tone while providing a deep antioxidant action. An excellent solution for those skins that need Action to Sublime restore Facial the (60 glow. min)

An exclusive anti-aging and restructuring treatment which simultaneously contrasts all the aggressions caused by free-radicals, exposure to sun, environmental pollution and biological aging. The signs of time are visibly reduced, skin retrieves luminosity and tone. This facial has a wrinkle reducing action Active whilst awakening the senses while Facial restoring natural (75 energy. min)

Performance

This active purifying facial treatment is designed to keep the skin looking healthy, young and clear. Deep cleansing products are used to remove impurities, promote hydration and restore balance leaving the skin with a clarifying Recover Touch matte Facial (60 finish. min)

Nourishing and soothing treatment for dry or dehydrated skin. Has a concentrate rich in vitamins and antioxidants that constructs a protective barrier over the skin. Relax with the luxurious facial massage cream rich in jojoba oil which leaves Eye the skin Supreme profoundly (15 hydrated. min)

Multi active rejuvenating eye zone treatment specifically rejuvenates around the eyes, attenuating unsightly swelling, dark circles and expression lines providing deep nourishment and protection against free radicals. 15 MIN

(2).Prices Pricing is a very complex issue and so special attention is given and is donevery comprehensively.The Hotel releases price guidelines applicable for every three month whichs h o w s t h e r a c k r a t e s , t h e b a r r a t e s a n d t h e c o r p o r a t e r a t e . T h e s e p r i c e guidelines help in estimating the lowest prices which could be charged andalso to homogenize the prices over a standard bench.The price guidelines play a very significant role in determining the associationthe client with the hotel. Different types of price guidelines are followed by thehotel as per the circumstances. The price guidelines vary on the basis of thefollowings :Contract with the Hotel Whether any kind of plan is undertaken by the client like ETVP or CVGR. (Discussed later) Packages Under the package scheme the client is given a discount on the stay in thehotel. Long Stays When a guests wishes to stay for a long period then also he is entitled to adifferent price which is lower than the rack rate. Season The season also determines the price being charged form the client

According to the published and asked data,the prices for different categories of rooms are:Room Type Executive Club Rajputana Chambers* Rajputana Royale* Thikana Suite* Presidential Suite* INR Single 15,500 16,500 22,000 35,000 90,000

Double 17,000 18,000 23,500

Price range for the restaurant is shown to fall in range of rs. 2003000.Price range for bars in hotels is shown as rs. 450-10000.

(3) PLACE:Place represents the location where a product can be purchased. It is oftenreferred to as the distribution channel. And also to location and accessibility The hotel is located 14 kilometers from the City Airport, a kilometer fromCity Center, a kilometer from City Railway Station.Being in the city centre, the location of the hotel is an advantage to the hotel.The hotel is the place where the product could be used. Place also includesall those mediums where the product could be purchased.Examples could be travel agents, hotels reservations department, variouswebsites including the ITCs website and the Starwoods website. There isalso a national toll free number which could be used for making the bookings.

(4)PROMOTION : Various promotional tools are used by the hotel to stimulate the

decisionmaking of bookers, users etc and boost demand. These techniques ared esigned to target people at each level in an organization. 1.Website advertisement. 2.Magazines. 3.Seasonal offers on tarrifs.

(5)PEOPLE :The role of employees is very crucial and prominent. In particular the frontend employees carry out a very crucial role in the satisfaction of thecustomers.In the hotel there are serious of are series of customer-employee encourters.The quality of service management depends largely on the performance of anumber of employees. The employee behaviour can make the service either amemorable or a boring experience for the guests.Employees are the channels of both the service delivery and the servicepromotion. Therefore, the control of service delivery effectively means controlof the employee performance on the job.

Therefore, the role of the employee needs to be fully scrutinized to ensurehigh quality delivery.Keeping this in mind the hotel has laid down platinum guidelines to befoll owed by each employee. These guidelines are :-Platinum Guidelines :I commit to know, own and practice the organizational moto A WOWat every Moment of Truth. I believe that the first 30 seconds count and will use this opportunity tocreate a favourable impression on the guest.

I will wear the welcomlook at all times. I w i l l a l w a y s o f f e r a w a r m g r e e t i n g a n d a d d r e s s t h e g u e s t b y n a m e whenever possible. I will wear a genuine smile while engaged with the guest. I will escort the guest whenever approached for directions. For those of us who are not in guest contact it is our job to help thosewho are. We all at ITC will practice getting in RIGHT-telephone etiquette. I will anticipate all guests needs and run that extra mile to ensureguest commitment. I will extend a warm good-bye and find farewell to our guests to ensurerepeat visits.These guidelines are supposed to be followed by the employees sincerelyand with pride, dignity and integrity.

(6)PHYSICAL EVIDENCE :The physical evidence of a service comes in different forms. These includethe physical aspect of the location of the service delivery such as the design,aesthetics and functionality of the place. The air flow, decor, temperature, etc. create the right atmosphere for servicedelivery. The equipments add to the speed. The dress, uniform, appearanceand facial expression of the frontline employees form a crucial part of thisphysical evidence. The stationery, the warranties, etc. the elements of docum entation, which serve to confirm the impression a b o u t t h e s e r v i c e quality.The hotel is designed in the lines of a royal haveli. It is a blend of lavish luxuryand

crisp efficiency. It lobby is fashioned after the Jaigarh Fort & the hoteli t s e l f i s r i c h l y d e t a i l e d w i t h b e a u t i f u l b a l c o n i e s , h i g h c a n o p i es & tinklingwaterfalls that blend seamlessly with each other. T h e u n i f o r m o f a l l t h e employees is given a Rajasthani theme.Both the tangible and the intangible aspects are bundled together to give theguest a total experience.

(7)PROCESS :Procedure, mechanisms and the flow off activities by which service areconsumed are an essential element of the marketing strategy.To ensure that defects are minimized, the organization has implemented sixsigma. In fact ITC was the pioneer in the hotel industry to implement thesystem six sigma. Six sigma seeks to ent identify methods, and including statistical remove methods, the and causes creates a of defects and errors in the business processes. It uses a set of qualitymanagem specialinfrastructure of people within the organization who are experts in thesem ethods. Each six sigma project carried out within the organization follows adefined sequence of steps and has quantified financial targets (cost reductionor profit increase)

HOTEL RAMBAGH PALACE,JAIPUR

1.PRODUCT AccomodationsThere are five kinds of accomodations provided asLUXURY & PALACE ROOMS A retreat for the senses, rich in terms of textures and colors, each Luxury and Palace room has been redesigned for comfort. HISTORICAL SUITES The Historical Suites feature marble floors, exquisite Rajasthani artwork and sheer fabrics, which enable crisp sunlight to enhance the beauty of each room. ROYAL SUITES The beautiful architecture and opulent dcor - delicate mirror-and-stone work, intricately carved pillars, rich silks and tall draped curtains - create a magical experience. GRAND ROYAL SUITES The Maharani Suite and the Princes Suite fuse traditional palace dcor with the latest in plush, modern conveniences. GRAND PRESIDENTIAL SUITES Whether one selects the stately and grand Suryavanshi Suite or the decadent and luxurious Sukh Nivas

SERVICES

The Jiva Spa: The Jiva Grande Spa - just like everything else at the palace - is a window back to the days of pampered royalty. A fairytale ambience, along with signature Jiva Spa therapies and experiences from ancient regal India makes for an unimaginably lavish experience.

The two double spa tented suites are opulently outfitted with Mughal leitmotif, and embellished with all the trappings of a magical and romantic era - wooden floors, glowing chandeliers, royal pennants and regal Indian love swings. These regal sanctuaries are accompanied by attached soak tubs and showers, exclusive lounge areas and charming outdoor relaxation hideaways. In this glorious atmosphere, guests are treated to millennia-old wellness and beauty treatments that were once the privilege of the maharajas and maharanis.

RESTAURANTS: 1. SUVARNA MAHAL Step into the golden age at this grand dining hall. It resonates with the rich heritage of the erstwhile rulers of the desert kingdom with its high ceilings, gilded mirrors and Florentine frescos. Its menu is as opulent as its ambience - our culinary masters have carefully studied the cuisines of the royal houses of India to bring you an exotic array of dishes, accompanied by the lilting melody of classical music, and vintage wines from our cellars. Cuisine:Indian Hours: Lunch - 12:00 p.m. to 3:00 p.m. Dinner - 7:00 p.m. to 12:00 a.m. Reservations:Recommended Attire:Semi-formal Average check - INR 3500 per person

2. THE RAJPUT ROOM If you need to take a break from all the grandeur, unwind in the informal all-daydining restaurant, the Rajput Room. Overlooking the front lawns, it offers up a wonderful breakfast, light meals and a selection of signature French press coffees and freshly infused teas. Cuisine:Multi Cuisine Hours: 6:00 a.m. to 12:00 p.m. Reservations: Recommended Attire: Smart casual Average check - INR 2000 per person

3. THE VERANDAH

Bask in the attention of the palace staff in the airy and arched palace verandah with its panoramic views of the gardens and fountains. Sit back under the imposing high ceilings, and savour palatial privileges - an afternoon champagne tea, pre-dinner cocktails or light meals throughout the day. If the ambience is all you wish to dine on, we invite you to sit back and absorb a favourite book, or sink into your own thoughts while gazing out onto the gardens. Cuisine:Light fare Hours: 11:00 a.m. to 1100 p.m. Reservations: Seating as per availability Attire: Smart casual Average check: INR 2000

4. THE POLO BAR The glamour of the princely equestrian sport is masterfully captured in every little detail at the legendary Polo Bar, immortalised in many a travel and fashion journal over the years. Adorned with trophies and polo memorabilia, the bar

serves up signature cocktails inspired by the royal sport. The shelves are lined with the finest rare whiskies, signature cocktails inspired by the sport, single malts, cognacs, wines and liqueurs, underlined by a hand-picked selection of Cuban cigars. For non-alcoholic drinkers, there's also an extensive and unique list of homemade iced teas, lemonades and ginger ales. Here's an ideal venue in which to relax and unwind, or spend a prelude to a grand evening. Cuisine:Bar Hours: 12:00 p.m. to 12:00 a.m. Reservations: Not required Attire: Smart casual Average check: Varies

5. A lounge bar quite unlike any other, this restored steam engine, complete with a recreated Victorian style station, makes it quite the city favourite. Along with a fine selection of liquors, the bar offers up delightful middle-eastern shawarmas and wood-fired Italian crust pizzas. Hours: 7:00 p.m. to 12:00 a.m. (Closed on Tuesdays) Reservations: Not required Attire: Smart nightclub / lounge wear Average Check: Varies

2.prices

Room Type

Plan

Double Occupancy

Luxury Room

EP

41750

Palace Room

EP

48400

Historical Suite

EP

100430

Royal Suite

EP

169400

Grand Royal Suite

EP

235950

Grand Presidential Suite

EP

660000

3.place Access

Airport Railway Bus Stand

11 Station04 04 km

km km

Rooms : 79 Area-47 acres

4.Promotion Various promotional methods are adopted by the hotel including major print and electronic media.The hotel provides time to time concern to extensive activities to promote the name of hotel.these include: 1.magazines advertising 2.website advertising 3.offers on tarrifs. 4.assosiating hotel name with different touring groups.

5.Physical Evidence

The air flow, decor, temperature, etc. create the right atmosphere for servicedelivery. The equipments add to the speed. The dress, uniform, appearanceand facial expression of the frontline employees form a crucial part of thisphysical evidence. The stationery, the warranties, etc. the elements of docum entation, which serve to confirm the impression a b o u t t h e s e r v i c e quality.The hotel is designed in the lines of a royal haveli. It is a blend of lavish luxuryand crisp efficiency. It lobby is fashioned after the Jaigarh Fort & the hoteli t s e l f i s r i c h l y d e t a i l e d w i t h b e a u t i f u l b a l c o n i e s , h i g h c a n o p i es & tinklingwaterfalls that blend seamlessly with each other. T h e u n i f o r m o f a l l t h e employees is given a Rajasthani theme.Both the tangible and the intangible aspects are bundled together to give theguest a total experience.

6.Proccess Procedure, mechanisms and the flow off activities by which service areconsumed are an essential element of the marketing strategy.To ensure that defects are minimized, the organization has implemented sixsigma. In fact ITC was the pioneer in the hotel industry to implement thesystem six sigma. Six sigma seeks to ent identify methods, and including statistical remove methods, the and causes creates a of defects and errors in the business processes. It uses a set of qualitymanagem specialinfrastructure of people within the organization who are experts in thesem ethods. Each six sigma project carried out within the organization follows adefined sequence of steps and has quantified financial targets (cost reductionor profit increase. 7.People

The role of employees is very crucial and prominent. In particular the frontend employees carry out a very crucial role in the satisfaction of thecustomers.In the hotel there are serious of are series of customer-employee encourters.The quality of service management depends largely on the performance of anumber of employees. The employee behaviour can make the service either amemorable or a boring experience for the guests.Employees are the channels of both the service delivery and the servicepromotion. Therefore, the control of service delivery effectively means contro lof the employee performance on the job.

Facts and Findings

HOTEL MARKETING THE CONCEPT The key points of difference to in show the for hotel his / marketing her money

asagainst other consumer products are that oncecustomer has spent money in h otels, he / she hasnothing substantial exceptthe bills, as compared with buying a television or arefrigerator. Effective m

arketing and dynamic sellingbecome significant in the context of hotel marketingb ecause once you have not sold a seat in a restaurantor a room in a hotel, the income is lost and lost for ever.A hotel bedroom or a restaurant seat has no shelf life.Generally, the hoteliers explain their marketing byshowing their computer boo king service or theadvertising campaigns for the coming season. There isno doubt in it that these things are part and parcel of hotel marketing, but only one aspect of the continuouscircle of marketing. For marketing hotel services, it isessential that marketing be understood fully by theexecutive at the top of a hote l group with totalcommitment on his part to the continuous need tomarket. A num ber of experts have gone through theconcept of hotel marketing as summarized below:(1) Ascertaining consumer needs, tailoring the productas closely as possible to meet those needs, persuadingthe customers to satisfy his needs and finally ensuringthat the product is easily accessible when the customer wishes to purchase it - Gerry Draper

The

definition

of

hotel

marketing

consists the

of

almost customers

allaspects, right from ascertaining customer needs togetting

satisfaction.(2) The ultimate in marketing is to establish brandloyalty so that even tually the consumer does notpurchase the goods/services once, but continuously .This is achieved only by the product following thecomplete process of marketing - Melvyn GreeneThe definition given by Melvyn Greene concentrates onthe transformation process. Actually, the mark etingpractices in the hotel or other organizations focus ontransforming the occasional customers into the habitualcustomers. This process is also known as transformingthe light customers into the heavy customers.(3) The real meaning of marketing is listening to thedemands of the market and satisfying these demands ata profit, from that it follows that superior marketing & islistening to the market more intently than your competitors and satisfying the de mands moreeffectively Anerson

LembkeThis definition concentrates on creating the demandand excellingthe competition

satisfying

the

customers. Further, it emphasizes onthe formulation of competitive strategies for

Marketing vs. Selling The Hotel Services According to the concept and perception of hotel marketing. It isright to mention that marketing and selling of hotel services can'tbe tantamount. The continuous circle of marketing as shown infigure clarifies it.In selling, the key areas are advertising including other aspectsof marketing communication like telephones, letters, face-tofacecommunication. Often, the hoteliers explain their marketingstrategies by sho wing computer booking services and theadvertising campaigns planned for the coming tourists. As per the continuous circle, it is essential to keep into considerationthe research required for data collection and on the basis of asound marketing information system transforming the data intoinformation for making right marketing decisions. In addition, it is

also essential that the strategies adopted by the competitors aregiven due weightage, especially while making and practicing thestrategic decisions. The threats and weaknesses in the marketsare identified, if we have indepth information regarding thecompetitors. The pricing decisions are also significant keeping inview the seasonal fluctuations that play a significant role in thehotel industry. While selling the hotel services, we cover the limited areas butwhile marketing the hotel services, we find unlimited areas. If wetalk about marketing the hotel services, we include in its purvieweverything and almost all the dimensions directly or indirectlyhelping in promoting the business and this necessitatesformulation of a sound marketing mix, such as an aggregation of different sub-mixes like product, promotion, pricing, place andpeople. We manage services, we manage promotional

activities,we manage pricing, we manage distribution process and wemanage people serving as hotel personnel activating the transformation process so that a number of potential guests are tra nsformed into the actual guests andfurther the actual guests are transfigurated in to the habitualguests. The marketers are here required to make it sure thattheir attitudes are not to be destroyed or ignored. The keyfactors in the transf ormation process are situational andorganizational. We can't deny that customer s have individualvalues, perception, preferences and a behavior pattern based onenvironmental on make the behavior the influences. of users. buying The The race, customers decisions. ethnic, age, This religion, nationality,leisure habits, health factors and lifestyles have a substantialinfluence life-cyclestage, makes occupation, economic condition and personality influencethe way in which they itessential that the marketing professionals serving the hotelsanalyze their needs and identify the level of their expectations.In the behavioral studies related to hotels the behavioral profile. and What motivates people to hotel of buy What companies,it seems appropriate that we make possible a segment-wisestudy or spend money? What motivates guests to use hotels andrestaurants?

prompts them to eat outside? What are their food habits? What are their drinks preferences? These questionsare required to be answered suitably, especially with the mottoof studying and understanding the behavioral profile of users. Themarketing professionals, by intensifying the behavioral studies,find it convenient to know about the motivational factors, thehierarchy of needs and formulate the service mix accordingly. We can't deny that arriving at sound marketing decisions is adifficult task that requires world-class professional excellence.Manifestation of perfection in the purest form is an essentialcriterion for achieving excellence. All marketing activitiesconcerned with goods / services start and end with satisfaction.If the customers / users are found satisfied, the process of increasing the business and expanding the market share keep onmoving. Contrary to it, if

they

remain

dissatisfied,

the

business

islost and lost forever. It is against this background that themarketing professionals are supposed to assign due weightage to the satisfaction element which requires due attention on thebehavioral studies.The needs and requirements of men and women can't beidentical, the behavioral profile of kids and youths can't be thesame, the behavioral profile of youths and gray can't be identicalor the needs and requirements of business executives and thepolitical representatives can't be similar. This makes it essentialthat the marketing professionals have made possible amicroscopic stud y of the behavior of different categories of customers segments and in belonging the to different face and

of their behavioral profile attempt to develop the marketingresources whether guests Are aware or unaware Are interested or intend to try Are sensitive to price or pro to the quality Are influenced by western culture or they like easternculture Like Indian foods or are tempted to western food habits Are high spending or prefer to maintain economy Have crossed the threshold barrier or are lackingsomething

formulate a marketing mix.In the hotel industry, the marketers are required to see

Would eat in the restaurants of the hotels or would like toeat outside.These aspects would help marketers in identifying the level of expectations of users and they can tailor their marketingresources tune with the preferences and options of guests. in

It is in this context that a study of behavioral profile is foundessential.To understand marketing, we need to understand users and tounderstand users; we need to understand their behavioral profile.Marketing success or failures virtually depend on the reactions of target users expressed in the form of using patterns.

There are anumber of factors influencing the behavioral profile. Themarketers found aware of the emerging trends can study andunderstand the behavioral profile. The society influenced byindustrializatio n, the economy influenced by the corporatesector, the development process i nfluenced by sophisticatedcommunication systems generate a particular set of behavioralprofile. The needs and requirements in that set are found by andlarge the same. Contrary to it, the economy dominated by theagricultural developments, lacking sophisticated communicationsystems, the society not influenced by the corporate culturema ke ways for a particular set of preferences. Thus, themarketing professionals serving the hotel companies aresupposed to be aware of these developments so that they are ina position to make their marketing resources optimal vis-visproactive to the changing business conditions.In view of the above, it is right professionals to need mention to that assign due the behavioral weightage to studies occupy a place of outstanding significance and themarketing thesedevelopments failing which the marketing resources can't bemade optimal to the changing behavioral profile of users. It isagainst this background that we find a study of the behavioralprofile of users important to the marketers

Marketing Information for Bedrooms. Marketing Information for Restaurants.

Marketing Information for Function Rooms Information required by the Decision Makers

The aforesaid facts and figures make it clear that the hotelorganizations need to have detailed information for managing thethree important sources from where they get the business, suchas the bedrooms, where the customers stay, restaurants wherethe guests take their meals and breakfast and function rooms or convention halls where they deliberate upon important businessproblems.The development of core and peripheral services in the face of MIS reporting would help hotels and hotel companies inattracting the customer s. We can't deny the fact that in themanagement of marketing information, the sy stem requiresdifferent types of information from different sources. Atechnologydriven MIS with a rich knowledge bank can servemulti-dimensional purposes of hotels.In the coming years, the business environmental conditions for hotel business are likely to be more competitive and volatile. MIS Theprofessionals having world-class excellence and the mostsophisticated

would be successful in making their marketingdecisions proactive. On the other hand, the hotels not assigningdue weightage to the new developments would have to make agood- bye. It is in this context that we make a strong advocacy infavor of a technology-driven MIS. Easy access to information,assisting the plan ning process for future marketing, coordinatedsystematic and continuous information, evaluation of performance, fu nctional coordination future-orientation,projection of a positive or a fair image are some of theoutstanding contributions of a well developed technology-drivenMIS. It is high time that the hotel professionals realize gravity of the situation and assign an overriding priority to informationmanagement.Like other organizations, the hotel companies also need toassign due weightage to future marketing. What would be theshape of future marketing? What would be the needs and

requirements of different segments? What would be the level of expectations of different categories of customers? What wouldbe the intensity of competition in the business? What

strategicdecisions would help hotels in capitalizing in the profitableopportunities optimally? What would be the shape of strategicplan? What would be the shape of strategic marketing? Thesequestions need to be suitably answered and a welldevelopedtechnology-driven Marketing Information System can make itpossible. Thus it is crying need of the hour that hotel industryinterested in thriving assigns a transcendental priority to MISfailing which it would be difficult for them to survive. We can'tcheck the flow of development. We can't turn the direction of change. The only thing that we can do is to incorporatenewdevelopments in our business plans and an MIS can do itsuccess fully

Product Mix for Hotels Before we think in about the introducing hotel a new product, makes in the it is of it very of

essentialthat we identify the reasons for its failure. The increasingintensity competition industry

essentialthat the hotel professionals attempt to innovate their servicemix. The for mulation of a sound product strategy becomessignificant context. We can't deny the fact that as and when we talk about theservices profitable business.

hotel industry, our focus is on the tourism industrybecause from there we get

Industries and their executives also divert our attention sincethey help us substan tially in getting the business. We can'tdevalue the instrumentality of educational i nstitutions andbusiness houses in getting business for our convention halls.Thes e facts make it clear that while formulating productstrategy, it is pertinent that the hotel professionals keep in their minds the users of services and their characteristics.In the formulation of a sound product strategy, it is essential thatwe assign due weightage to the mix of services expected anddesired by the potential customers. We need to make theinformation system strong enough to initiate suitable guidelinesfor the strategic decisions. What to

offer? These questions require suitableanswers, which are expected from the professionally sound and have our We localcommunity vis-high performing team of hotel personnel. If we find that our competitors want need broad-based to information related project to the

been innovating their strategies, we have nooption but to practice the same. If we imageas a leader, we have no option but to make the ways for innovation.

vis the foreign and domestic tourists. Inaddition, the information regarding the facilities available in thehotel would be related to both such as areas producing revenueand areas not generating profitable financial returns. Theinformation regarding the details of competition are also to becollected regarding the various facilities made available in ahotel including the prices, profile of potential customers, such asage-bracket, sex, type of group, place of employment, place of residence, mode of transport, room popularity, new guest, firstchoice, length of stay, any complaints and who made thebooking. Besides, w e also need information related to hotelactivities, such as occupancy statistics, se at turnover percentage, number of empty days, pattern of sales in restaurantand bar or so.It is not to be forgotten that needs of the guests are thecornerstone of marketing analysis. An in-depth study of what thecompetitors are doing, implementation of unique selling

proposition to fulfill the needs of customers, determination of objectives and the formulation of strategies, advertise a promisewhich is genuine and creditable and in which the customers caneasily discern their own benefits can't be devalued in the verycontext. It is pertinent that we view everything from thecustomers perspective. The accommodation facilities availableand the housekeeping draw our attention to improve the qualityof services. While formulating strategic decisions, it is significantthat we include in our product mix all the new services

offered byour competitors. Not only the primary and auxiliary or core andperipheral but even the supportive services offered by alliedindustries divert our attention.The development process cant remain static. This necessitatesa continuous effort for incorporating the necessary changes inour service mix. The issue of concern here is how and what toincorporate? A sound product strategy is found a pre-requisite for establishing a fair or positive image. Image is the way in which ahotel portrays itself. The factors like atmosphere, brand name,the status, type of people and corporate institutions patronizing ahotel would be instrumental in building up a fair image. And themost important thing in the projection of a fair image is thequality of services and the behavior of the frontline staff.In the context of formulating a sound product strategy for hotels,it is also pertinent that the hotel management promises the lessand offers the more. This would be efficacious in bridging over the gap between services-promised and services offered oftenfound instrumental in generating dissatisfaction besides makingan invasion on the image of hotels. The professionally soundhotel personnel can take a decision regarding the promises andtheir offering patterns

Advertisement We are well aware of the fact that advertisement is a paid

formof communication that helps in informing, sensing andpersuading the prospe cts or users. While advertising, it issignificant that the hotel professionals make p ossible aproductive use of print media, broadcast media and telecastmedia. the face of potentials, requirements and the of competition, we need to select media for promoting our messages slogans.Of late, we find significant developments and laser In and intensity

in the print media These

sincesophistication in the printing technologies has made ways for offset printing, screen-printing -printing. devicesare found efficacious in attracting the prospects. We find anumber of plus

points in the print media. It is possible to bedescriptive while advertising. We are in a position to attract theattention of prospects by displaying attractive scenes, events,landscape, comforts, costs etc. To be more specific when wehave advanced professionals print devices we find enough and scope for for using printmedia for advertising. In this context, it is pertinent that thehotel advertise sensibly, intelligently thatseek the cooperation of advertising professionals who cansimplify and sensitize the process. Another plus point that wefind in the print media is related to economy. We find it economicand therefore the promotion budget is not to be non-optimal. Wehave a big circulation of different newspapers, magazines andkeeping in view the target market or audience to be covered, wecan take a decision in the every context.The services of advertising professionals would make possiblecreativity in the advertisement messages and appeals. Whileselecting the media for advertisement, it is significant that wekeep in our minds the magazines, newspapers preferred by thetarget audience. The magazines, newspapers preferred bywomen and teens s hould be given due weightage since in a majority of the cases, the decisions regarding technologies, it a is particular easier to tour hotel in print gravitate are taken by them. We can't negate the fact that withsophistication

theattention of target prospects provided the advertisingprofessionals show their world-class excellence.The broadcast media can also be used for advertising the hotelservices but if we make a comparative analysis of this mediawith others, the effects arc found of low intensity. Of course,with the advancements in communication technologies we havealmost 100 per cent air network that may be used, especially for low class hotels where financial constraint stands as a barrier while advertising through expensive media. It is in this contextthat we talk about the instrumentality of broadcast media, whichthough economic in nature help the hotels in advertising for pilgrims. The h otel professionals are supposed to select asuitable time for transmission when a majority of the targetaudience is supposed to be close to the radio set. We find

aparticular

season

during

which

the

pilgrims

prefer

to

visit

thesacred places and the hotels located in that catchment areaneed to advertise on sensitive hours. The messages, themesneed rural orientation in the very context. target audience.Of late, we find telecast media considered to be the mostsensitive but expensive media of advertisement. In the world of marketing communication, we assign top position to the telecastmedia because scope for audio-visual exposure makes for sensitizing the prospects in a right fashion. It is against thisbackground ways that It is essential that of theadvertising professionals are well aware of the nature andrequirements

we find hotels advertising through TV. Here, it isimportant to mention that the telecast media while advertisingassign due weightage to the sensitive hours when a majority of the viewers are found before their TV sets. The advertisingprofessionals are re quired to consider the quality vis--visreception capacity of audience and are supposed hopping complex, the personal care to compose themessages accordingly. The scenes of hotel location, theswimming pool, the s

centers, the arranged bed rooms, the restaurants and conventionhall, the aesthetic management are required to be telecast insuch a way that attractions are added in the events. The targetprospects can take a decision regarding a particular hotel, if theyare found satisfied. With the availability of a number of TVchannels, we now find enough scope for maintaining economyprovided the hotel professionals manage things properly In the hotel business, we find a number of events which shouldbe transmitted to the local press, such as the appointment of anew chef, list of cocktails, menus for certain functions held athotel, particulars of certain important conferences or

exhibitions to be held, menus for special days of the year, photographs of staff dressed up for special days and well-known people stayingin the hotel We find a number of hotels doing a lot of charitablework and helping in organizing charitable fund-raising events Of late, the sponsored events start and finish at hotels or are runeven in the hotel grounds Sponsored walks, sponsored carbeauty contest or so We rallies, sponsored fashion-designing events, sponsoredentertainment programs, sponsored findall appearing in the newspapers and magazines Hotels needpress coverage f or most of their activities-from the largestomelet to the longest sausage specially the habitual guests for the purpose of keeping on thebusinessThe following tools of sales promotion are used for all the threeheads instrumental in promoting the hotel business. a. Brochure It is a device to stimulate customers and motivate them to visit ahotel and avail of the benefits offered by the management of thehotel. It is a detailed publication helping hotel companies inpromoting their bu siness. ! We also call it a pamphlet boundin the form of a booklet. It describes and illustrates the servicesmade available by hotels. We find brochure different to folder insize and contents as well. It requires careful planning of thelayout, color and. paper used for publishing the contents. Thebrochures are supposed to focus brochure. b. Folder It find folder the most commonly used sales promotion tool. on the theme and messages the of promotion areas. The guests, clients get detailed informationfrom

Inthis respect, it is essential that folders have an impressiveappearance in totality. The particulars are required to be in brief but clear. We find it a single piece of illustrated paper, which isfound less voluminous than the brochure. The folders are usuallyprinted on a single sheet of paper and then folded. The

quality of paper and printing used for publication are found significant tomake folders more attractive. The hotels can use folders for promoting business. c. Packaging The call packaging an attractive wrapper of product. When wetalk about packaging in the hotel industry, our emphasis is on theouter cover and internal layout of brochures and leaflets. We The findit a final persuasive move on the part of hotels and hotelcompanies. materials used for packaging are required to beattractive. d. Attraction leaflets This is exclusively meant for presenting a view of the differenttheme parks, museums, amusement parks, outstanding points of attraction in the hotels or so. e. Merchandising It is found helpful in promoting mass-market. This tool is foundsignificant to restaurants and bars. The merchandising involvesdisplaying of foodstuffs and drinks in the right location. Therestaurants and bars are required to place their important itemsat such point where the guest/clients get an opportunity to havea close view of special drinks or special menu. f. Direct Mail Materials The sales letters are found to be a direct mail material, whichcan either be used alone or in combination with brochures andfolders. g. Display Materials In the materials to be displayed at sensitive points are posters,dispensers, exhibits etc. We can use these materials in theoffices of the the

travel agents, tour operators or at the places wheretourists come, such as tourists spots, resorts, airports, railwayand bus stations. h. Competition and Exhibition We find organization of competition and exhibition for promotingthe business, i. Special Offer It also find a provision for special offer for all, such as users,travel agents, tour operators, hotel personnel. The aforesaid tools of sales promotion help hotels and hotelcompanies in increasing the business. The hotel personnel needprofessional excellence to make the tools of sales promotionproductive major selling tool. There are a number of ways for practicing andbenefiting from this tool:Seasonal Discounts Found applicable in the hotel industry. Customary to charge lower prices, specially during the offseasonTrade DiscountsFound applicable in the hotel industry as tour oper ators and travel agents are offered discountsSpecial DiscountsIn the hotel industry, we find specialfunction room rates for overnight convention. a. Pricing for Room Tariffs Here through the guidelines for fixing reasonable roomtariffs. While fixing room tariffs, it is essential that we assign dueweightage to the price structure to be adopted. The averageroom rate should not be much higher than the competitive hotelsotherwise the market will not welcome it. A hotel may also adopta policy to give high pay roll to provide a higher standard of services, which the customers are ready to pay. There are somecommon factors considered by the hotel management and thepublic:

Current charges prior to a review The established inflationary effect on cost The general economic situation The emerging trends in currency exchange and The intensity of competition.In the last few decades when the rate of inflation was not so higha majority of our customers only looked at the current chargesand the inflationary impact on cost. But now the situation ismuch more complex and therefore the customers consider all theaforesaid factors. In addition, it is also to be answered as towhat tariff increase will the market bear. Right averages and average room rates are the two important aspects to be takeninto consideration while fixing hotel tariffs. The following are theeconomic criteria on room tariffs: The total amount of net operating costs (after contribution fromthe food and beverage departments). Net operating costs, netoperating cost plus rent (if payable) net operating cost plusinterest and net operating cost plus a target return on capital. This helps in calculating the total room sales and to achievevarious levels of profits with the assumption that roomdepartment cost ratios; staff numbers and staff standards areknown On the basis of the above, a schedule should be produced asper the average room rates required in order to break even and/or to achieve the profit targets at various occupancy levels. Budgets on room sales are to be planned based on sales mixtaking into account the different sources of business. After this, based on the current quoted tariffs, it is possible tocalculate the different sources of business, must not beexceeded if the average rate required is to be achieved. b. Pricing for Food and Beverage It can't deny the fact that pricing food and beverage is muchmore complicated. In a majority of the hotels, there are three or four types of rooms but so far as the menus are concerned wecan have dozen of dishes. There are some of the important pointsto be considered in the process: Do you find that your guests are eating in the hotel restaurantor coffee shop where the competitive restaurants are very closeto the hotel. Generally proportions do eat in but a significantproportion goes out. Where a hotel has two or more restaurants, they

compete witheach other and help splitting the market down the middle rather than offering a true price. The business in the function room. c. Pricing for Function Restaurants can get more business because the food, services or atmosphere is unique or just a little better than the competitors.But this aspect is found more complicated for function roomservi ces. Most of the functions are fairly routine, which makes itdifficult to produce a gastronomic experience. In addition, thisaspect is found more competitive especially on the price front.Payroll is found to be a major cost on functions. Unless we moveto the selfservice (buffet style) functions, the payroll wouldremain an important dimension. A number of hotels are foundfixing a staff standard for functions based on their style of hotelor one waiter to a table of ten people or one waiter to two tables.Yet, it find payroll more of expensive.In the pricing decisions for the hotel services, we find roomtariffs

three types, e.g., the American Plan, Modified AmericanPlan and European Plan. The American Plan includes the price of the room, breakfast, lunch or dinner. No meals are included inroom rates under the European Plan. Room rates are quoted asper day. Double room rates quoted are for two persons per day.Some hotels have luxurious apartments, tariff of which isavailable application. Some hotels add a services charge 10per cent. In hotels where the service charge is added, themanagement on of does

not encourage tipping. The American Plan andthe Modified American Plan give the impression that there is anelement of compulsion. In making pricing decisions, realistic approach to tariff it policy is the is and need alsoimportant that we are not underquoting ourselves. A morepragmatic

of the hour. Quoting lower rates would no doubt increase theoccupancy ratio. In tariff fixing, the psychology of users is alsofound significant. Some guests are found extremely sensitive toprice and for them the reduced rate would normally

be stimulant.Yet the reduction in rate must be done carefully because we alsofind users considering high pricing a status symbol. We can'tnegate the fact that the pricing policy affordable to the guestsand remunerative to the establishment is found to be a rationalpolicy subserving the interests of all.

In view of the above, it is right to mention that the intensity of competition, emerging trends in economy and changing lifestylesare the important factors drawing due attention of the hotelmanagement, specially while making the pricing decisions harvest the crops. We can't think of harvesting unless we thinkseriously about transplanting. The retarded development of of hotelindustry in the Indian environment is also due to the delayedapplication

modern marketing principles. Of late, the policymakers, the hoteliers, the tour and transport operators, the travelagents realize that to activate the process of development and tomake the services internationally competitive vis-viscommercially viable; they have no option but to perceive andpractice modern marketing principles in a right fashion. Such anattitudinal change has opened new vistas for the development of hotel industry.Hotel marketing studies in its purview almost all the componentsdirectly or indirectly influencing the maintaining of commercialviability along with the generation of customer satisfaction Weare aware of the fact that marketing is a process of engineeringusers' task before satisfaction the and hotels practicing and marketing hotel in right perspectivewould make possible multi-dimensional qualitativeimprovements. The companies isto conceptualize marketing in the face of changing businessconditions. Of late we find the intensity of competition at itspeak, the business environment highly v olatile and thedomination of sophisticated information technologies increasingvery fast. The leading hotel chains have been found evincingtheir interests in the development of hotel industry in the face of new emerging trends, which have been helping them inincreasing the market

share

and

establishing

the

leadership. We

have

high potentials

for the of

development

of tourism

industry,which may be considered to be a positive sign for thedevelopment domination processes, of corporate sector inthe national

hotel industry. In addition, we have also beensuccessful in increasing the economic transformation has which

beenopening new fronts for the development of hotel culture.Significant develop ments in the field of transportation,sophisticated communication technologies du e to satellitecommunication have been found influencing our lifestylesfantastically . The kids, teens, women are now found crossing threshold barriers. The professional education has been gainingpopularity especially among the women and now we find themworking as business executives. Women have also proved to besuccessful technocrats and bureaucrats. In almost all the areaswe find women contributing and sharing substantially.These developments have made the need business professional excellence to environment and capitalize onthe for we to same thehotel industry more conducive. The opportunities are nowavailable

profitably.The contribution of India Tourism Development Corporation(ITDC)

the development of hotel industry is found positive. TheAshok Chain is the largest hotel chain in India which is run by theITDC, the public sector undertaking. Originally, the name of thechain was Ashoka but now it is Ashok. The Oberoi Chain is alsofound gaining popularity. The Taj Group of hotels are managedand perspective. controlled The by the Indian Hotels of Company India Ltd. a Besides, subsidiary the Welcome Group is one of the fastest growing hotel chain in theIndian Hotel Corporation of Air India started with one hotel Centaur at Bombay airport,presently have a nu mber of hotels in different parts of thecountry. The dark group, Eastern Hotel International and Travotelare also emerging as important groups.It is high time that particularly in the Indian perspective thepublic as well as the private sector realizes the relevance of economic hotels for burgeoning MiddleClass.

Importantantly that the big hotel chains think about hotelaccommodation facilities albeit for the low-income group of theIndian society. This is essential because the urban isincreasing fast. We find a profitable opportunity there whichfocuses mounting which population on makes

development of new economic hotels.The intensity of competition is found itessential that the hotels and hotel companies think aboutinnovative marketing. They need to blend core and peripheralservices in such a way that the product u niqueness is madepossible. Since we find least scope for innovating the coreserv ices, the hotel professionals need to think in favor of innovative peripheral service s. Enriching the peripheral servicesis the first and foremost task before the hotel professionals. Wecan't deny the fact that a majority of the Indian hotels have beenfacing image problem, which has been complicating their task of increasing the market share. Of late we have sophisticatedtechnologies and a big team of professionals having world-classexcellence, which simplify the task of innovating the promotionalmeasure so that projection of a positive image is made possible. We need to make possible creativity in the promotional measureswith the motto of sensitizing the prospects and stimulating thedemand. Of course we find luxury hotels symbolizing status butat the same time economic hotels or say inexpensive needdue attention of hotel planners. The hotel personnel need anongoing training program. With the sophistication in the processof information technologies frequently used by the hotelcompanies, we n eed to redesign our personnel developmentprograms. We are living in an age of high performers where thehuman resources are supposed to be personally committed andprofessionally sound. This draws our attention on themotivational schemes for the hotel personnel.In view of the above, it is right to mention that innovation indeveloping and using the marketing resources is felt urgent andthe hotels and hotel companies have no option but to make itpossible so that the process of quality upgradation keeps onmoving. hotels

Conclusion

Conclusion After analysis of data collectedand compiled,we can say that the hotels are doing well and excellent in the industry.the hoyel hols a great grip on physical ambiance and their product and services. Both the hotel finds their places in top rated hotels and the customers reviews are very much favourable.the hotels team staff are true and dedicated and provide services at their best.Due to all these areas of excellence,both the hotels are considered very reputated not only in india but in the whole world. The management works at its best and maintain the decorum.the major areas of concern for the rajputana Sheraton is to hold down the sky high prices of restaurants and spa servies as reviewed by customer.the problem is same for rambagh about its huge rprice tags of room tarrifs and food.but,all these can be encountered by the excellemnt services provided by the both hotels.

Recommendations

Certain recommandations can be made after interviewing various employees at different levels: 1.Though these are five star rated hotel,but according to customer reviews the sky high prices should be brought down for room tarrifs and food. 2.The location for rajputa sheretin does not go with its rating.therefore,efforts should be made to have better physical environment all around 3.The spa facility provided by both the hotels are only available for the customers who stays in hotel and not available for outside visitors.This is a major disappointment according to customer reviews. 4.Good performer should not only be rewarded by promotion but also by appreciation in public. 5.Workers opinion should be given more priority. .

APPENDIX

Secondary Data collected from: 1.Proffesor S.M. Jha-Service Marketing. 2.Proffesor Ravishankar-Service Marketing.

Hotel Rajputana Sheraton: Palace Road Jaipur, Rajasthan 302006 India Phone: (91)(141) 5100100

Hotel Rambagh Palace Bhawani Singh Road Jaipur, Rajasthan 302005, India Phone: 0141 221 1919

Bibliography

The followings sites proved to be helpful in my project study: 1.www.google.com 2.www.scribd.com 3.www.itc.com 4.www.tajhotels.com 5.www.wikianswers.com 6.www.tripadvisor.com 7.www.hotelsjaipur.com