1

CHAPTER 1

EXECUTIVE SUMMARY

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1. Introduction

Tourism is travel for recreational, leisure, or business purposes. The World

Tourism Organization defines tourists as people "traveling to and staying in

places outside their usual environment for not more than one consecutive year for

leisure, business and other purposes”. The World Tourism Organization defines

tourism as “traveling to and staying in places outside their usual environment for

not more than one consecutive year for leisure, business and other purposes”.

Tourism is travel for recreational, leisure or business purposes. Tourism has

become a popular global leisure activity. (Source: media.unwto.org)

Kerala is one of the most popular tourist destinations in the country. Kerala’s

unique culture and traditions, coupled with its varied demography, has made it one

of the most popular tourist destinations in the world. Growing at a rate of 13.31%,

the tourism industry is a major contributor to the state's economy. Until the late

1980s, Kerala was an unexplored destination with very few tourist arrivals. Kerala

Tourism Development Corporation (KTDC), a government agency has taken the

initiative and has contributed in the growth of tourism as an industry in the state.In

2010, the Foreign Tourist Arrivals in Kerala was 0.66 million. Kerala is popular

for her beaches, backwaters, mountain ranges and wildlife sanctuaries. The state's

tourism agenda promotes ecologically sustained tourism, which focuses on the

local culture, wilderness adventures, volunteering and personal growth of the local

population. The city of Kochi ranks first in the total number of international and

domestic tourists in Kerala.

2. Need and Significance of the Study

KTDC plays a major function in the hospitality sector. KTDC is providing

quality services in accommodation, food & beverages etc. Various units is

establish in different parts of Kerala. Various units include hotels, motels, resorts.

Out of these KTDC Motel, motel Araam is one of the important motel located in

the heart of Athirapally. The Motel offers services like food & beverages,

accommodation facilities etc to the customers. Motel Araam is one of the

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important motels in this area. There is a need for examining the SWOT of this

particular motel with the aim of future development in terms of facilities, services

and business development.

3. Objectives

1. To prepare Profile of the K.T.D.C Unit

2. To examine Strength, Weakness, Opportunity and threat of the study unit

3. To make suggestions for the improvement of the unit.

4. K.T.D.C- An Overview

KTDC Hotels and Resorts Limited (KTDC) was incorporated on 29

December 1965 as a private limited company under the provisions of the

Companies Act, 1956. The Registered/Corporate Office of the corporation is

situated at Mascot Square, Thiruvanathapuram. The initial name of the company

was Kerala Tourist and Handicrafts Corporation Private Limited. The name was

changed as Kerala Tourism Development Corporation Limited from 15 July 1970

and later as KTDC Hotels and Resorts Limited from 07 October 2010. KTDC has

been playing a key role in the development of infrastructure facilities required by

the rapidly growing tourist traffic into the State of Kerala and has been the prim e

mover in the progressive development, promotion and expansion of tourism in

the State. Apart from developing the largest hotel chain in Kerala, KTDC offers

tourism related facilities like conducted tours, boating, tourist reception centers,

centralized/online reservations, conventional services, customized tour packages

etc. The authorized share capital of the corporation is 85 crore and the paid up

capital as on 31-03-2011 was 75.70 crore. The entire paid up capital of the

corporation is held in the name of Governor of Kerala. Working on the

philosophy of public sector, KTDC succeeded in achieving its objectives by

promoting the largest hotel chain in the State and providing all tourist services.

5. Study Area

Motel Araam Athirpally is located Close to the magnificent waterfalls of

Kerala, this motel provides facilities to visit the nearby Athirapally waterfalls and

4

Vazhachal cascades. Established in 5-May-2000. Motel is located near to the

Athirapally water fall, just 1km from motel.

6. Methodology

The Study is based on the research methods and techniques like Survey and

Questionnaire are used to collect data. Here the questionnaire comprises of

structured Questionnaire included both Open ended and Close ended questions.

6.1. Primary Data

In order to fulfill the objectives, the present study is based on primary data.

For collecting the primary data a structured questionnaire was prepared with the

discussion of experts and based on the questionnaire, a personal interview was

conducted with the Manager of the Motel Araam, Athirapally. The Manager was

asked to provide the details and accordingly the data collected has been analyzed

and interpreted. Questionnaire was used among employees working in the motel.

In addition to this, an interaction was also made with the employees and their

suggestions are also taken into the account. The data collected are tabulated and

interpreted by using percentage method. Diagrams are also used in the

appropriate areas. For preparing SWOT analysis, the Manager surveyed was

asked to provide rating on different attributes based on five point scale (Excellent,

Good, Average, Poor and Very Poor). The opinion on excellent and good are

considered as Strength, the average is considered as Opportunities, Poor is taken

as weakness while very poor is taken as threat.

6.2. Secondary Data

Apart from the primary data, the present study is relying on the secondary

data also which have been collected for preparing literature review and the profile

of the KTDC units. The major sources of secondary data are Broachers and

Websites, printed materials.

7. Limitations

Time is the major constraint in this particular survey.

The information required preparing this study has collected from the

manager due to the time limit of the study.

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8. Chapterisation

The present study is designed into five chapters. The first Chapter is all

about Tourism and the Objectives and the methodology of the study. Second

chapter is all about the review of literature, introduction to hospitality and

Hospitality. The third chapter comprises of K.T.D.C profile. The fourth Chapter

dealing with the Data analysis of Motel Araam, KTDC, and the profile of SWOT

analysis and SWOT analysis of motel. The last chapter concludes with findings

and suggestions.

6

CHAPTER 2

REVIEW OF LITERATURE

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1. Introduction To Hospitality Industry

The hospitality industry is a broad category of fields within the service

industry that includes lodging, restaurants, event planning, theme parks,

transportation, cruise line, and additional fields within the tourism industry.

The hospitality industry is a several billion dollar industry that mostly depends

on the availability of leisure time and disposable income. A hospitality unit

such as a restaurant, hotel, or even an amusement park consists of multiple

groups such as facility maintenance, direct operations (servers, housekeepers,

porters, kitchen workers, bartenders, etc.), management, marketing, and

human resources, club together to serve people Usage rate is an important

variable for the hospitality industry.

The new age hospitality sector is undergoing rapid transformation,

with several big hotel groups investing in new properties across the globe.

Among other things, hospitality industry players find advantage in old classics

(location), initial and ongoing investment support in the infrastructure and

particular strategies adopted by the marketing arm of the organization in

question. Within the hospitality sector, technology has invaded fast into the

forefront of customer service, resulting in increased expectations of visitors,

for even more personalized service. The feeling that employees will offer

personalized knowledge for each guest by knowing a certain level of personal

information of guests is more often required in today's hospitality sector.

Technology will not only increase the productivity of employees, but helps

deliver personalized and secure service to valued guests. In this, easy access to

needed documents is a key factor. Software Solutions provides the Hospitality

sector with high-quality solutions and services that in many cases set the

standards for the industry. Travelling for business or pleasure isn't what it used

to be. In order to develop and maintain brand loyalty while streamlining

8

operations in an increasingly competitive global market, airports, air carriers

and hoteliers have been challenged to transform their business processes and

integrate new forms of customer-facing technology.

With today's fast moving technology and over busy people the software

saves considerable amount of time. Earlier when you used to visit a restaurant

you were booking a table and it was attended by a waiter physically to cater to

your order. Then the order was physically carried to the kitchen and brought

back to your table. With the software you use a wireless system and control

the guest at a remote location thereby reducing the movement of the waiter,

quickening the passing of order to the kitchen and speeding the service of the

order in the table.

(Source: www.hospitality-industry.com)

2. Tourism And Hospitality

The concept of tourism refers to the broad framework that identifies

tourism’s essential characteristics and distinguishes tourism from similar,

often related but different phenomena.

The two terms ‘travel’ and ‘tourism’ can be used in isolation or

together to describe three concepts:

1. The movement of people

2. A sector of the economy or an industry

3. A broad system of interacting relationships of people, their needs to

travel outside their communities and services that attempt to

respond to these needs by supplying products.

9

The hospitality industry includes hotels and restaurants, as well as

many other types of organizations or institutions that offer food, drink, shelter

and other related services. These products and services are offered not only to

people away from home, but also to local guests.

A manager in the hospitality industry, therefore, must keep in mind the

following three objectives:

1. Making the guests feel welcome personally

2. Making things work for the guests

3. Making sure that the operation will continue to provide service

and meet its budget.

Kerala is one of the most popular tourist destinations in the country. Kerala’s

unique culture and traditions, coupled with its varied demography, has made it one of

the most popular tourist destinations in the world. Growing at a rate of 13.31%, the

tourism industry is a major contributor to the state's economy. Until the late 1980s,

Kerala was an unexplored destination with very few tourist arrivals. Kerala Tourism

Development Corporation (KTDC), a government agency has taken the initiative and

has contributed in the growth of tourism as an industry in the state.In 2010, the

Foreign Tourist Arrivals in Kerala was 0.66 million. Kerala is popular for her

beaches, backwaters, mountain ranges and wildlife sanctuaries. The state's tourism

agenda promotes ecologically sustained tourism, which focuses on the local culture,

wilderness adventures, volunteering and personal growth of the local population. The

city of Kochi ranks first in the total number of international and domestic tourists in

Kerala.Other popular attractions in the state include the beaches at Varkala, Cherai,

etc.; backwater tourism and lake resorts of Vembanad lake, Alapuzha, etc.; hill

stations and resorts at Munnar, Wayanad,  Nelliampathi, Vagamon and Ponmudi; and

national parks and wildlife sanctuaries at Periyar and Eravikulam National Park. The

"backwaters" region—an extensive network of interlocking rivers, lakes, and canals

that centre on Alleppey, Kumarakom, and Punnamada. Heritage sites, such as

10

the Padmanabhapuram Palace, Hill Palace, Mattancherry Palace, etc are the famous

spots of attraction

Major Attractions

Beaches :

The major attractive beaches of Kerala are the Kovalam Beach,

Varkala Beach, Alappuzha Beach, Nattika beach [Thrissur], Vadanappilly beach

[Thrissur], Cherai Beach, Kappad, Marari beach and  Fort Kochi.

The Muzhappilangad Beach beach at Kannur is the only drive-in beach in India.

Backwaters :

The  backwaters in Kerala are a chain of lakes lying parallel to

the Arabian Sea coast. Houseboat or Kettuvalam rides in the backwaters are a major

tourist attraction. Backwater tourism is centered mostly around  Alappuzha,kollam

and Kumarakom. The backwaters were formed by the action of waves and shore

currents creating low barrier islands across the mouths of the many rivers flowing

down from the Western Ghats range.

Hill Stations :

Eastern Kerala consists of high mountains, gorges, and deep-cut

valleys. Majority of the land is covered in dense forests and other regions lie under tea

and coffee plantations or other forms of cultivation. Some of the popular hill stations

in the region are Munnar,  Vagamon,  Wayanad,  Nelliyampathi,

Peermade and Ponmudi.

Wildlife :

Kerala consists of wet evergreen rainforests at lower elevations

and highlanddeciduous and semi-evergreen forests in the east, is subject to a humid

tropical climate. The eastern most districtshave the significant bio diverse tracts.

Kerala also hosts two of the world’s Ramsar Convention-listed wetlands: Lake

Sasthamkotta and the Vembanad-Kol wetlands are noted as being wetlands of

international importance.

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Festivals :

The major festival in Kerala is Onam. Kerala has a number of religious festivals.

ThrissurPooram and ChettikulangaraBharani are the major temple festivals in Kerala.

The ThrissurPooram is conducted at the Vadakumnathan temple,

Thrissur. ParumalaPerunnal, Manarkadu Perunnal are the major festivals of

Christians. Muslims also have many important festivals.

Ayurveda :

Medical tourism, promoted by traditional systems of medicine

like Ayurveda and Siddha are widely popular in the state, and draws increasing

numbers of tourists. The government has introduced grading system which would

grade hospitals and clinics, thus helping tourists in selecting.

Culture :

Kerala's culture is mainly Dravidian in origin, deriving from a greater Tamil-

heritage region known as Tamilakam. The major performing arts are

koodiyattom, kathakali, mohiniaattam,  thullal,  padayani and theyyam. Many of the

artforms are largely played to tourists or at youth festivals, and are not as popular

among most ordinary Keralites.

3. Types of Accommodation

Accommodations can be classified into various categories because of the wide

range of room types and amenities. Various attempts have been made to establish a

globally uniform hotel classification system but, Accommodations and Hospitality,

the effort has faced many difficulties. Some of the obstacles to developing a uniform

classification system include variations in definitions, facilities, service standards,

management, and cultural influences on service which differ in every country.

3.1 Principle Accommodation Units

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This system is one of the most commonly accepted and recognized system in

India. This also an official system of classification. In this system hotels are classified

on the basis of facilities and service given to the guests. Based on the luxury services

hotels are awarded the star classification ranging from 1 to 5 star and deluxe.

One Star(*)

The general construction of the building should be good and the

locality and environment including immediate approach should be suitable.

The hotel should have at least 10 lettable bedrooms with bathroom for every 4

of the remaining rooms. The 25% of the bathrooms should be in western style.

Two Star(**)

The building should be well constructed and the locality and

environment including the approach should be suitable. For a good hotel the

hotel should have 10 lettable rooms with western style bath fittings and every

room should be Air conditioned.

Three Star(***)

The architectural style and its features and it should be in good standard

and the locality including the immediate approach and environment should be

suitable for a very good hotel and should have adequate parking facility for

cars. The hotel should offer good and quality Indian and Western cuisines and

the food and beverage service should be in good standard.

Four Star(****)

The architectural style and its features and it should be in good standard

and the locality including the immediate approach and environment should be

suitable for a very good hotel and should have adequate parking facility for

cars. The hotel should provide Indian and international cuisines and food &

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beverage service must be in good standard. There should be professionally

qualified, highly trained and experienced, efficient t and courteous staff, The

staffs must have good knowledge in English and the knowledge in guests

language also.

Five Star(*****)

The architectural style and its features and it should be in good standard

and the locality including the immediate approach and environment should be

suitable for a very good hotel and should have adequate parking facility for

cars. The hotel should have 25 lettable rooms with attached bathrooms and

must have most modern bath fittings and sanitories. All rooms must be Air

conditioned and well kept and arranged and well equipped with superior

quality carpets and luxurious furniture and fittings.

Five Star Deluxe(*****Deluxe)

A hotel which have 5 star deluxe category has basically the same no of

features as a 5 star hotels but it superior in quality of service, amenities and

facilities to 5 star deluxe requirements. . All rooms must be Air conditioned

and well kept and arranged and well equipped with superior quality carpets

and luxurious furniture and fittings.

(Source: www.hotelassociationofindia.com)

3.2 Supplementary Accommodation

3.2.1 Motels

Motels are also called Motor Hotels or transit hotel and are located alongside

the highways. Motels are normally economical and they provide comfortable

bedrooms that motorists prefer to stay on their way for a night rest. Motels have

facilities of proper motor garage to service a car and a filling station to refill vehicles,

parking area for motor vehicles etc. They also have road maps, dormitory for drivers.

14

These days Motels also provide various indoor and outdoor facilities like Video

parlor, Billiards, Table tennis, Cyber café, Library etc.

3.2.2 Home stays

Home stays is a form of tourism and/or study abroadprogram that

allows the visitor to rent a room from a local family to better learn the local

lifestyle as well as improve their language ability. While home stays can occur

in any destination worldwide, some countries do more to encourage home

stays than others as a means of developing their tourism industry. Hosting a

home stays participant also allows the local family to earn some additional,

needed income. Having low profitability, as it is, home stays cannot be

regarded as strictly commercial activity, but more of cross cultural

exchange. Students generally arrange a home stays with their school or

educational institution, but can also informally arrange to stay with a family

through social connections, and through a variety of private agencies. There

are a number of online home stays agencies that connect students with hosts

all over the world (usually for a nominal fee).

3.2.3 Apartments

Apartment Residential hotels provide long-term or permanent

accommodation for Guest. Usually guest makes a lease agreement with the

hotel for minimum of one month up to a year. These lease agreements are

renewed on a yearly basis. Guest rooms generally include living room ,

bedroom, kitchen , private balcony , washing machines , kitchen utensils etc.

Residential hotel also provided Housekeeping,laundry, telephone and in some

hotels a restaurant and lounge etc will be present on the premises.

(Source: www.hotelassociationofindia.com)

4. Tourism and Hospitality Industry In Kerala

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Kerala - the God's Own Country in India is famous for its lush green forests,

swinging coconuts, palm fringed beaches, engaging backwaters and the Ayurveda

treatment resorts, all being unique to Kerala. The hotels in Kerala are the ideal place

to make your stay in Kerala and enjoy the ancient legacy of India as they are in close

proxy to all the tourist destinations of Kerala. The hotels in Kerala are usually the

heritage hotels and luxury hotels, retaining the ambience of traditional Kerala houses.

On your travel vacations in Kerala, make your stay in the one of the most comfortable

deluxe hotels of Kerala. Besides, the traditional houseboat accommodations are also

equipped with lavish interiors, providing with all modern conveniences and comforts

to make your stay in Kerala a pleasant experience.

Kerala hotels also offer the facility of advance booking of accommodation in the

hotels, whether 5 star deluxe hotels or budget hotels. So, come and enjoy the luxury

and comfort at some of the best-known hotels of Kerala. The hospitality and services

of Kerala hotels will definitely bring you back to this coastal region of Kerala seems

to be one of the distinct places in Southern India for its extensive backwater channels

and river `tributaries. Tourism in Kerala flourishes on the banks of the backwaters

and this has given impetus to the hotel industry here. Most hotels in Kerala are

around the backwater locations and close to the beaches. This is because, tourists

tend to visit these places and stay over for more days. The popular backwater

destinations have exotic hotels and resorts that offer great views, surrounded by

absolute greenery, and pensiveness. Suiting your mood of solace and bliss, the hotels

of Kerala have exclusive facilities safeguarding your privacy. Honeymooners coming

to these locales prefer accommodation in deluxe hotels, houseboats, or the beach

villas. Houseboat stay would create loads of memories on your honeymoon. Just like

hotels on the land, they houseboat cabins feature luxurious decor, kitchen, dining,

and other amenities. They sail from Vembanand to Kumarakom, Kochi, and

Aleppey, along the backwater stretch. Houseboats being popular among foreign

visitors are an important source of livelihood for local men. Other kinds of hotels in

Kerala include boutique style, spa, home stays, budget hotels in city, and heritage

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hotels developed from after the Travancore rule. Spa and Ayurveda forms an integral

part of the tired tourist's travel to Kerala. In addition, there are specific locations that

are tourist hot-spots amounting to number of hotels in all categories, with standard

rates. Temple festivals, fairs, and exhibition bring in lot of people to Kerala every

year. Christmas in Kerala is another popular time to be here.

(Source:www.hotelassociationofindia.com)

5. SWOT Analysis

SWOT is a short form of Strengths, Weaknesses, Opportunities and Threats.

By definition, Strengths (S) and Weaknesses (W) are considered to be internal factors

over which we have some measure of control. Also, by definition, Opportunities (O)

and Threats (T) are considered to be external factors over which we have essentially

no control.

SWOT Analysis is the most useful tool for audit and analysis of the overall

strategic position of the business and its environment. Its key purpose is to identify

the strategies that will create a firm specific business model that will best align an

organization’s resources and capabilities to the requirements of the environment in

which the firm operates. It views all positive and negative factors inside and outside

the firm that affect the success. A consistent study of the environment in which the

firm operates helps in forecasting and predicting the changing trends and also helps in

including them in the decision-making process of the organization. (Source:

www.managementstudyguide.com)

5.1 An Overview of the SWOT

Strengths- Strengths are the qualities that enable us to accomplish the

organization’s mission. These are the basis on which continued success can be

made and continued or sustained. Strengths can be either tangible or

intangible. Strengths are the beneficial aspects of the organization or the

17

capabilities of an organization, which includes human competencies, process

capabilities, financial resources, products and services, customer goodwill and

brand loyalty.

Weaknesses- Weaknesses are the qualities that prevent us from accomplishing

our mission and achieving our full potential. These weaknesses deteriorate

influences on the organizational success and growth. Weaknesses are the

factors which do not meet the standards we feel they should meet. Weaknesses

in an organization may be depreciating machinery, insufficient research and

development facilities, narrow product range, poor decision-making, etc.

Weaknesses are controllable. They must be minimized and eliminated.

Opportunities- Opportunities are presented by the environment within which

our organization operates. These arise when an organization can take benefit

of conditions in its environment to plan and execute strategies that enable it to

become more profitable. Organizations can gain competitive advantage by

making use of opportunities. Organization should be careful and recognize the

opportunities and grasp them whenever they arise. Selecting the targets will

best serve the clients while getting desired results is a difficult task.

Opportunities may arise from market, competition, industry, government and

technology.

Threats- Threats arise when conditions in external environment endanger the

reliability and profitability of the organization’s business. They compound the

vulnerability when they relate to the weaknesses. Threats are uncontrollable.

When a threat comes, the stability and survival can be at stake.

SWOT Analysis is instrumental in strategy formulation and selection. It is a

strong tool, but it involves a great subjective element. It is best when used as a guide,

18

and not as a prescription. Successful businesses build on their strengths, correct their

weakness and protect against internal weaknesses and external threats. They also keep

a watch on their overall business environment and recognize and exploit new

opportunities faster than its competitors.

5.2 Limitations of SWOT Analysis

SWOT Analysis is not free from its limitations. It may cause organizations to

view circumstances as very simple because of which the organizations might

overlook certain key strategic contact which may occur. Moreover, categorizing

aspects as strengths, weaknesses, opportunities and threats might be very subjective

as there is great degree of uncertainty in market. SWOT Analysis does stress upon the

significance of these four aspects, but it does not tell how an organization can.

19

CHAPTER 3

K.T.D.C PROFILE

20

KTDC Hotels and Resorts Limited (KTDC) was incorporated on 29 December

1965 as a private limited company under the provisions of the Companies Act, 1956.

The Registered/Corporate Office of the corporation is situated at Mascot Square,

Thiruvanathapuram. The initial name of the company was Kerala Tourist and

Handicrafts Corporation Private Limited. The name was changed as Kerala Tourism

Development Corporation Limited from 15 July 1970 and later as KTDC Hotels and

Resorts Limited from 07 October 2010. KTDC has been playing a key role in the

development of infrastructure facilities required by the rapidly growing tourist traffic

into the State of Kerala and has been the prim e mover in the progressive

development, promotion and expansion of tourism in the State. Apart from

developing the largest hotel chain in Kerala, KTDC offers tourism relate d facilities

like conducted tours, boating, tourist reception centers, centralized/online

reservations, conventional services, customized tour packages etc. The authorized

share capital of the corporation is 85 crore and the paid up capital as on 31-03-2011

was 75.70 crore. The entire paid up capital of the corporation is held in the name of

Governor of Kerala. Working on the philosophy of public sector, KTDC succeeded

in achieving its objectives by promoting the largest hotel chain in the State and

providing all tourist services.

History of K.T.D.C

Kerala was a relatively unknown state among tourist circles until the early

1960s. The first initiative to popularize Kerala as a tourist destination was

undertaken by Travancore's first prince: H.H. Col. Goda Varma Raja (husband of

H.H. the Queen of Travancore) started Kerala Tours Limited to popularize key

tourist locations in Travancore Kingdom. When Travancore merged with India,

Kerala Tours Limited became a private entity under the Travancore royal family. For

more than 20 years since Independence, Kerala trend to ignore tourism as a key

21

industry, leaving KTL and other private players to lead the role. In the 1960s, KTL

struck gold, by collaborating with Thomas Cook and started popularizing Kovalam

in western countries which started the advent of hippie culture in Kovalam Beach.

The strong inflow of tourists into Kovalam started Kerala government to consider

tourism as a key industry. Though it tried to nationalize Kerala Tours Limited, it

soon fell into legal issues. This resulted in the government to think starting a new

entity known as Kerala Tourism Development Corporation (KTDC) IN 1966.Started

as a government department; KTDC became a separate commercial entity by the

1970s. Several premium guest houses of Kerala Government were identified and

converted into hotel brands.

3.1 Mission of KTDC

To provide leadership and play a catalytic role in the development of tourism

Infrastructure in the State and to achieve excellence in strategic business operations

through professionalism, efficiency, value for money and customer satisfaction.

3.2 Vision of KTDC

To make KTDC the official host to God’s own country, the best service

provider in the hospitality industry with basic infrastructure and state-of-the-

art facilities, focusing on Environment conservation and preservation, adding

impetus to local supplies and Human Resources and thereby positioning as a

Premier PSU in the hospitality sector in Kerala.

3.4 Key Functions of KTDC

To be a major player in the development of tourism infrastructure in the State.

To treat the tourists as our Guests (AdhidhiDevoBhava) and ensure customer

Delight by providing value for money.

To provide elegant accommodation and better quality services in KTDC

Hotels and Restaurants.

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To function as an efficient corporate house with improved productivity levels

and profit margins.

Achieve high levels of productivity of its employees by way of better training,

Motivation and HRD techniques.

To empower the host population through responsible tourism.

To promote and market our products at National and International level and

Thereby making Kerala as a premier Global tourism destination.

To promote sustainable and eco-friendly tourism in the state based on the

carrying capacity of the destinations.

To conserve, preserve the art, culture and heritage of the State.

To promote new innovative tourism products, lesser-known destinations.

To provide transport, entertainment, shopping, convention and recreational\

services.

To render consultancy and managerial services in the hospitality industry.

To undertake pioneering efforts for destination development.

3.5 K.T.D.C Brands and Units

Premium Table 1

Premium properties of K.T.D.C

Property Nature LocationLake Palace Heritage ThekkadyBolgatty Palace Heritage Kochi

Mascot Hotel Premium ThiruvananthapuramHotel Samudra Premium KovalamWaterscape Premium KumarakomAranya Nivas Premium ThekkadyTea County Premium MunnarBolgatty Island Resort Premium Kochi

23

Marina House Premium Kochi

(Source: www.ktdc.com)

24

Budget Hotels Table 2

Budget properties of K.T.D.C

(Source:www.ktdc.com

Tamarind Easy Hotels

Table 3

Tamarind Easy Hotels of K.T.D.C

(Source: www.ktdc.com)

Table 4

Motels of K.T.D.C

Motels

Hotel Chaitram Budget ThiruvananthapuramPeriyar House Budget ThekkadyGarden House Budget MalampuzhaNandanam Budget GuruvayoorMangalya Budget GuruvayoorPepper Grove Budget Sulthan BatheryGolden Peak Budget Ponmudi

Tamarind Easy Hotel Standard Neyyar DamTamarind Easy Hotel Standard KollamTamarind Easy Hotel Standard ChanganaseryTamarind Easy Hotel Standard AlappuzhaTamarind Easy Hotel Standard PeermadeTamarind Easy Hotel Standard ThrissurTamarind Easy Hotel Standard GuruvayoorTamarind Easy Hotel Standard NilamburTamarind Easy Hotel Standard KondottyTamarind Easy Hotel Standard ThirunellyTamarind Easy Hotel Standard KannurTamarind Easy Hotel Standard Parasinikkadavu

25

Motel Araam Motel KottarakkaraMotel Araam Motel PalaruviMotel Araam Motel PunalurMotel Araam Motel KayamkulamMotel Araam Motel AlappuzhaMotel Araam Motel VaikomMotel Araam Motel AthirapallyMotel Araam Motel ErumayurMotel Araam Motel KuttipuramMotel Araam Motel KannurK.T.D.C Restaurant Restaurant ThiruvananthapuramK.T.D.C Restaurant Restaurant Thiruvananthapuram

(Source:www.ktdc.com)

Others

1. Central Reservation Centre,Thiruvananthapuram.

2. Tourist Reception Centre,Thiruvananthapuram.

3. Tourist reception Centre, Ernakulam.

5. Shopping Complex, ShanmugamRoad, Ernakulam

6. Watersports, Veli

(Source: www.ktdc.com)

26

CHAPTER 4

DATA ANALYSIS

27

In order to fulfill the objectives, the present study is based on primary data.

For collecting the primary data a structured questionnaire was prepared with the

discussion of experts and based on the questionnaire, a personal interview was

conducted with the Manager of the Motel Araam, Athirapally. The Manager was

asked to provide the details and accordingly the data collected has been analyzed and

interpreted. Questionnaire was used among employees working in the motel. In

addition to this, an interaction was also made with the employees and their

suggestions are also taken into the account. The data collected are tabulated and

interpreted by using percentage method. Diagrams are also used in the appropriate

areas. For preparing SWOT analysis, the Manager surveyed was asked to provide

rating on different attributes based on five point scale (Excellent, Good, Average,

Poor and Very Poor). The opinion on excellent and good are considered as Strength,

the average is considered as Opportunities, Poor is taken as weakness while very

poor is taken as threat. The data analyzed are given in three parts as follows:-

Part A - Profile Of The Unit

1. Introduction

Athirapally Waterfalls are one of the best waterfalls in India and one of the

most famous tourist destinations in Kerala. These are magnificent waterfalls on

Chalakudy River located at the entrance to Sholayar hill range in Trichur district. At a

distance of 70 km’s from Kochi & 160 Km’s from Coimbatore, this waterfall drops

from a height of 80 feet through several parallel streams offering a great scenic

beauty. In monsoon season, the water gets strength and all the streams join together

and appear like Niagara Falls. One can reach top of the falls with about 5 minutes

walk from nearest road. It offers spectacular views of the Sholayar hills and a unique

view of the waterfalls from this spot. About 10-15 minutes trek down from top of the

28

falls will take you to bottom of the falls where the greatest beauty of the falls can be

experienced. Swimming is possible in the stream at bottom of the falls.

2. Near-by attractions

Athirappally Waterfalls

Athirapally Waterfalls are one of the best waterfalls in India and one of the

most famous tourist destinations in Kerala. These are magnificent waterfalls

on Chalakudy River located at the entrance to Sholayar hill range in Thrissur

district. 

At a distance of 70 kms from Kochi & 160 Kms from Coimbatore, this

waterfall drops from a height of 80 feet through several parallel streams

offering a great scenic beauty.

In monsoon season, the water gets strength and all the streams join together

and appear like Niagara Falls. One can reach top of the falls with about 5

minutes walk from nearest road. It offers spectacular views of the Sholayar

hills and a unique view of the waterfalls from this spot. About 10-15 minutes

trek down from top of the falls will take you to bottom of the falls where the

greatest beauty of the falls can be experienced. Swimming is possible in the

stream at bottom of the falls.

Vazhachaal

At a distance of 7 Kms from Athirapally& 75 Kms from Kochi, Vazhachal

Waterfalls is a breathtakingly beautiful waterfall situated very close to

Athirapally-Valparai-road.Near the entrance of the Sholayar forest range, the

waterfall is formed on Chalakudy River at lower stream of Athirapally

waterfalls.

29

The surroundings of the waterfalls offer rich natual views. Unlike Athirapally

Waterfalls, Vazhachal flows through an inclined slope of more than 300 feet to

descend into huge pool. It is very difficult and dangerous to step into the flow

or to reach the bottom of the flow. It is advised to limit your Vazhachal trip to

enjoying the natural beauty of the falls.There is another seasonal waterfall

called Chapra Falls on the way to Vazhachal Falls towards left side of the

road. In peak season, the falls can be seen falling from 63 meters height

.

At a distance of 7 Kms from Athirapally& 75 Kms from Kochi, Vazhachal

Waterfalls is a breathtakingly beautiful waterfall situated very close to

Athirapally - Valparai road. Near the entrance of the Sholayar forest range, the

waterfall is formed on Chalakudy River at lower stream of Athirapally

waterfalls.

Thrissur

Thrissur (also known as Trichur) is a city situated in central Kerala and the

headquarters of Thrissur District.

It is known as the 'Cultural Capital of Kerala'. At a distance of 68 Kms from

Kochi and 280 Kms from Trivandrum, Thrissur is home for many famous

temples like Guruvayoor Temple, Vadakkunathan Temple, Paramekkavu

Temple, Thiruvambady Temple, etc. Thrissur hosts the world famous Thrissur

Pooram festival in the month of April / May.

Valparai

At a distance of 92 Kms from Coimbatore & 52 Kms from Pollachi& 573 Kms

from Chennai, Valparai is a cute Hill Station at an altitude of about 3,500 feet

on the Anamalai Hill Range of the Western Ghats. It is a part of Indira Gandhi

Wildlife Sanctuary.

30

Popularly known as Cherrapunji of South, this place has number of tea and

coffee estates surrounded by forest. There are around 40 steep, hairpin bends

to reach this destination. The climate of Valparai is most suitable for tea,

coffee, cardamom and cinchona trees.

The region is also a rich elephant tract and is known to have many leopards.

The Valparai range is also the habitat the NilgiriTahr. 

Upper Sholayar Dam (15 Kms) is a fantastic place to visit from Valparai.

Other important places to visit include Monkey Falls (24 Kms), Balaji temple

(Karimalai-15 Kms), Velankanni Church (Karimalai-15 Kms),

PunchaMughaVinayagarKoil (Near Sholayar) apart from numerous tea estates

to visit.

Sholayar Dam

At a distance of 22 Kms from Athirapally& 38 Kms from Valparai, Sholayar

Dam is a beautiful dam situated on Athirapally - Valparai road. 

The Sholayar Dam is the second largest rock dam in Asia and measures about

20 Km in length. The dam is an important reservoir under the Parambikulam-

Aliyar Project. The surroundings of the dam are full of great natural beauty.

Permission to enter the dam can be obtained at the office near dam entrance.

(Source: www.keralatourism.org)

1. Location of the Unit

Motel Araam Athirpally is located Close to the magnificent waterfalls of

Kerala, this motel provides facilities to visit the nearby Athirapally waterfalls and

Vazhachal cascades. Established in 5-May-2000. Motel is located near to the

Athirapally water fall, just 1km from motel. The total Land area of the motel is 50

Cent. In May 5th 2000, K.T.D.C taken over the building from PWD. The nearest

31

Airport is Cochin international Airport (58 Km), the nearest Railway Station and Bus

Station is Chalakudy (32 and 30 respectively).

2. Year of Establishment

Motel Araam Athirpally is established in 5-May-2000. Earlier that building

was a P.W.D guest house and converted into Motel.

3. Area

The total Land area of the motel is 50 Cent. And the motel has sufficient car

parking space, more than 14 cars can park at a time.

4. Accessibility

Cochin international Airport is just 58 Km away from the Motel. In every 15

minutes there are buses to Athirapally from Chalakudy. Railway station is also near to

the bus station, the motel is just 30 km’s away from the Railway station.

Table 5

Accessibility

(Source: Field survey)

5. Details of the Room

Motel Araam Athirpally have only Two A/C Rooms. The Room Tariff is

1400INR/Double occupancy and 1250 INR/ Single occupancy, the Rooms are Bath

Attached, and also provide Television service in rooms, they also provide In Room

Service. If the rooms are not avail for the guest, they send the guest to the nearby

Cochin international airport 58 KM’S

Chalakudy railway station 32 KM’S

Chalakudy bus station 30 KM’S

32

hotel, Plantation Valley. The most room demanding guest is outside guest and walk-in

and also the tourist to Athirappally Water Fall. Araam only providing two rooms for

accommodation, so in the case of non availability of rooms Motel will direct the guest

to Plantation Valley, Corporations.

Motels and hotels which offering saying facility should have adequate supply

and stock of bed linen. Araam have sufficient stock of bed linen and according to

arrival of guest they often change bed linen and also if the in-house guest made any

request for the changing of bed linen the motel staff will make necessary arrangement

and they will make it change.

Table 6

Details of the Room

(Source: Field Survey)

6. Details of the Employment

In K.T.D.C Motel, Araam, Eight Staffs are there, 6 Male staffs and 2 female

staffs. In F&B Production and F&B Service there are 2 Male employees, both are

Outsourced employees, 2 female staffs where works as office staffs both are

Outsourced employees. From within the district 2 employees are employed in

Reception and Maintenance.

The methods and techniques that the Motel used for making the employees

aware about duties and responsibilities are mainly through meetings. For the

Type of Room

No of Rooms

Room Tariff

Bath Attached

TV

A/C Room 2 1400 INR / Double

Occupancy

Y Y

1250 INR / Single

Occupancy

33

employees Motel Araam also providing training and development programmes, Daily

briefings, circulars and orientation programmes can also used for making employees

aware of duties , but here the only method used is meetings. Feedback collections

from the employees are one of the important activity in every organization, it is

noticed that in Araam Athirappally, there is a programmes conducted among

employees in order to get feedback from them. As per the study, it found that there is

no Employee retention program. The motel doesn’t practice any Employee retention

programmes.The study reveals that the main employees working in Motel Araam is

under KTDC contract and the number of permanent employs is very less. Motel

Araam also out sourced some part of their business to local people. The main areas

which are out sourced are Security and gardening.

Table 7

Employee Details

Category No of Staff

Male 6

Female 2

Figure 1

Employee Details

34

Male Female0

1

2

3

4

5

6

7

No of Staff

No of Staff

(Source: Field Survey)

Part B – Details of Business Management

7. Type of Customers

The main type of guest that the Motel Araam is getting is walk-in and

government officials. For every hotels and motels there are different types of

customers like Walk-in, government officials etc. For the future business the Motel

have to maintain contact with the customers. According to the study conducted the

local people over there is always co-operative and their behavior towards guest is

good at all. Without the co-operation from them it is difficult to function the motel but

till now there is no problem and difficulties that the guest faced from the local

population over there.

8. Method of Retaining Customers

For this purpose of keeping contacts with the customer’s different methods

like phone calls, E-mails, greeting cards etc can be used. Motel Araam uses e-mails

for this if necessary. As per the study, it is noticed that majority of the motels and

hotels are getting advance booking of rooms. Advance booking of rooms are called as

35

reservation. But in the case of Motel Araam they have only two rooms that is why

they not offer any advance booking For getting much business in the future many of

the hotel and motels offer special rates and discounts. Guest feedbacks are collected

for getting the suggestions and opinions from the guest who has stayed in the Motel.

The main aim for collecting guest feedbacks is for knowing any complaints are there

for the guest and the Motel Araam treats complaints and suggestions are better sales

opportunities for the next time not threats.

9. Major Source of Business

This motel has a Non A/C Restaurant, which is a Single building having 34

covers. The working hours are Morning 7am to 10 pm. Average Revenue earnings of

this restaurant is 6000/day. They accept both Cash and Travel Voucher. Motel

engaged in Athirpally fest during Onam 2008, they conduct food fest. As per the

study, the motel

Araam only

accepts cash, they

don’t have

facility to accept

credit cards and debit cards.

The major part of the guest staying in the hotel is domestic tourists.

Mosttourists’ average length of stay comes under the category of 0-5 days whereas

there is a lack of foreigners staying in the motel. The study reveals that in 2011 there

is no foreign tourist arrival in the motel. As per the study, they don’t market their

business properly.

Table 8

Business Details

Outlets No. Of Covers

Working Hours

Avg. Revenue/Day(2011)

Non A/C Restaurant

34 7 Am- 10 Pm

6000

36

(Source: Field Survey)

According to the study conducted it is clear that without community linkage

and the help from the local people the Motel cannot survive. Araam mainly preferring

local communities for the items like vegetables, fish, milk, Egg and some .so the

functioning of Motel is benefitted to the community also.

10. Major Competitors

Hotels in Athirapally have splendid views and great facilities. The best hotels

are the luxury

hotels that

offer a wide

range of services

from

swimming pools to spas. They also have a front desk that helps you plan adventurous

safaris in the jungles. Rooms here will cost you around Rs. 4500 for a night’s stay.

The mid-range hotels are cheaper and easier to find. They have facilities like coffee

bars and multiple cuisine restaurants. A single day at the hotel will cost you Rs. 1000

to Rs. 2000. The lower ends of the group of hotels in Athirapally are the budget

hotels. With very minimum facilities, rooms here can cost you around Rs. 800 a day.

Air conditioning is required.

Table 9

Major Competitors

(Source: Field Survey)

Name Area Distance

From

Waterfall

Min Price

(Rs)

Rainforest Resort Athirapally Falls

Athirapally

Waterfall

Road

2.2 Km 8,912

River Rock Villas

Vettilappara 1 Km 1226

37

Part C – SWOT Analysis

ATTRIBUTES Very poor

Poor Average

Good

Excellent

Location        Accessibility      

1 

Nearby attractions        

Motel facilities        

Room facility        

Restaurant image        

Restaurant ambience        

Architectural style        

Commitment of Employees        

Attitude of employees        

Skill of the employees        

38

Professionalism of employees        

Safety & Security        

Effectiveness of Waste Disposal        

Energy saving devices      Water saving devices      Government support        

Sufficient availability of land space        Effectiveness of Complaint Handling        

Service Efficiency        

House Maintenance        Financial Stability        Effectiveness of Training        Hygiene maintained        

Flexibility in decision making for managers

       

Employment to local people        

Employee retention program        Quality of promotional activities        Pricing strategy        

Employee turnover        

Participation of local people        

Public relations        

Staff welfare measures        

Availability of clean water      

11. Table showing the various attributes of motel Araam (five scale table)

Table 10

39

STRENGTHS

Public organization under Govt.

Reputation of the organization in

the tourism industry.

It is among the group of KTDC

hotels.

Location of the hotel, near to

Athirapally Waterfall

This Motel has a got a good natural beauty around, near to the magnificent waterfall

WEAKNESS

Very business oriented and not

family oriented

No special transportation shuttle.

The hotel staffs are not well

trained in guest handling and

behaving with the guest.

Lack of water saving devices

Lack of safety measures

OPPORTUNITY

Dynamic growth in emerging

market.

Upgrade to international methods

of work.

Located on the way to

Athirapally falls

Government support.

House maintenance.

Innovation in technology

THREAT

Competitions from hotels like

River rock Villas, Rainforest

Resort the hotels

Marketing strategy.

Competitors upgrading to

international standards of work

ethic.

Issues with Trade Unions

Lack of no rooms

SWOT Analysis

(Source: Field Survey)

STRENGTHS

• Public organization under Govt.

40

KTDC being a government agency enjoys all the credits of the government.

The Policies and strategies for motel Araam under KTDC are been formulated by the

government body.

• Reputation

In Kerala, KTDC is well known for its contributions to the boosting of tourism

in Kerala. So it is well known to the tourists all over India.

• Chain of hotels

Motel Araam is one among the properties of KTDC. The chain properties have

a special recognition in the hospitality industry.

• Location

The motel is located near to the Athirapally waterfalls. It is very easily

accessible from airport, railway station and bus stand as the hotel is very near to it.

• Brand image

The hotel being a product of KTDC is having a good image in the tourism of

Kerala. It is Mascot hotel that comes into the mind of each and every guest when

think or say about KTDC and hospitality in Kerala.

• Beautiful ambience

The motel is having one of the best gardens View to the nature. Also the motel

building and the beauty surrounded the motel just give great pleasure to the guests.

41

WEAKNESS

• Business oriented

The motel business is mainly focusing on Restaurant clients and the food

served there is very costly. They not consider the aspect of Customers.

• Transportation shuttle

As a property of K.T.D.C located near to one of major Tourist destination

hub, the motel do not have any transport vehicle of its own to transfer guests from

motel to tourist destinations and vice versa and also elsewhere. The motel needs to

arrange the car or taxi from an external agency to transfer its guests. It’s a drawback

of the motel.

• Commitment of employees

It is observed that the commitment of employees towards their duty is not up

to the mark. This is mainly because of lack of training and appraisal programmes.

. The Architectural style

The architectural style is not much impressive. At least they have to build it in

a Kerala style building that makes lots of differences.

. Lack of water saving devices

Now a day’s water conservation is the main issue. The major issue is

that this unit is step back towards facilitating better water saving devices.

. Lack of safety measures

The major weakness of this unit is that, they are not facilitating the safety

measures. The motel I located near to the forest and the waterfall they have to

facilitate the safety measures.

42

OPPORTUNITY

• Dynamic growth in emerging market.

The tourism market in global level is found to be increasing each year. So it is

an opportunity for the hospitality to rise up to the international standard to bring in

more and more customers. Athirapally waterfall is the major attraction near to the

motel, increasing the opportunity for more development in the development of motel.

• Upgrade to international methods of work.

To attract and retain international visitors and travelers it is very essential to

upgrade the method of working and management as per the needs and wants of

international standards. This can be achieving by undergoing training and conducting

classes on the recent trends in the hospitality industry to the employees of the hotel.

• Located on the way to Athirapally and Vazhachal

The major advantage of the motel is, located near to the Athirapally and

Vazhachal road. The tourists to the waterfalls are the major customers of the motel.

• Government support.

Motel Araam is being a public organization; it could function and carry out its

business activities with the help of the other government organizations too. They can

have an agreement so that the government guests of other organizations could stay in

motel, by providing the rooms at a discounted rate. This will help the hotel to retain

guest all round the year.

• House maintenance.

Talking about house maintenance, the motel has a great opportunity for

improvement. They are poorly maintained.

43

• Innovation in technology

Fully automated reservation and registration process, ATM counters within the

motel property. Makes improvement in all the possible up gradation.

THREAT

• Competition from hotels like River rock villas and Rain Forest resorts

The private hotel establishments are found to be threat for the K.T.D.C motel.

They have well established promotional activities and management style that of

International standards which are found to be attractive to many travelers.

• The motel marketing strategy.

As Motel Araam is a KTDC property, the marketing and promotional activities

are carried out by KTDC itself. The hotel as such has no authority for marketing

itself. As a hospitality sector it is necessary to have a satisfactory marketing technique

to retain customers, which is lacking in Mascot hotel.

• Issues with Trade Unions

Trade unions have major role to play in the functioning of the hotel as it deals

with the employees of some public organizations. The frequent demands and

requirements of the trade unions which are not acceptable to the management will end

up in issues.

. Lack of no of Rooms

44

The major problem of this unit is, they are lacking in no of rooms available. The

motel Araam Athirapally unit is short in no of rooms. This is the major problem faced

by this unit.

12. Issues and Suggestions by Unit officer

As per the surveys, the major issues and suggestions from the Unit Officer is

all about the Renovation and Construction of Motel building, Rooms and dormitory.

As per the studies, it says that the Location of the Motel doesn’t helps in the business

of Motel and Restaurant.

45

CHAPTER 5

MAJOR FINDINGS AND CONCLUSIONS

1. Findings – Profile of Motel

46

Based on the Organizational Study these are some of the observations:

1. There are only two rooms for availing the guests to stay:

The motel Araam provides only two rooms for accommodating the guest. This is the major finding from this survey.

2. The motel Architectural style is not attractive:

The Architectural style of the building is not attractive and the outlook given by the motel is not so impressive.

3. The motel doesn’t have any E-mail Id - which means the motel doesn’t have the facility of direct online booking. The customers have to book the rooms via Central reservation centre.

4. No Garage facility

The motel doesn’t have any garage facility, and there is no facility for car washing, no mechanic on call.

5. The Motel has got excellent location and accessibility.

The motel is located near to the Athirapally falls and also Bus station and railway stations are easy to reach, with in 32 Km’s.

6. The Motel has got less promotional activities.

The motel is lacking in the promotional activities.

7. The facilities of the Motel are not coping with the modern requirements of the customers. The motel is not at all equipped with new modern tools.

8. There is the lack of BAR facility.

9. There is lacking in keeping accurate and up-to-date records on room occupancy and repeated customers.

10. Average length of stay of guest is only one day.

Business Management

47

11. The motel accepts only the cash payment.

12. The motel didn’t has any employee retention programs.

13. Monthly programmes were conducted to get feedback from guests.

14. Restaurant and motel is located in a single building.

15. Outsourcing of motel business like laundry, Gardening cleaning, etc to local community.

16. Walk-ins are the major source of business.

17. Keeping the contact with previous customers via using Greeting cards, and phone calls.

18. Changing the bed linen according to the arrival of the guests.

19. Polishing of cutleries done weekly

20. Advance reservation is also there.

21. This Unit has sufficient no of Employees

22. Public Area cleaning and polishing is done weekly.

23. The motel has regular customers in restaurant from the local areas and walk-ins.

2. Suggestions

Based on the studies and findings these are some suggestions that helps the motel to increase the business.

1. Maximizes the opportunity for publicity

The motel needs to maximize the opportunities for make the motel familiar to the public.

2. More infrastructural facilities can be built upBuilding of new rooms and dormitories can help the motel to increase the

business

3. While recruitment select the qualified candidates as staffs.

4. A better communication channel has to be followed between managers and employees.

48

5. Tie up with tour operators.

Now the Hotel has got no business with any of the tour operators but this has to be changed. The Hotel must look for more ties up the tour operators and must have enough business with them which will increase the business of the Hotel.

6. The motel should have more no. of advertisement board on road, so it comfortable

for the tourist to find the motel place.

3. Conclusion

Tourism is one among the major revenue generating industries in India. The

exotic cultural treasures, the wide open spaces, the unique and scenic natural beauty

acts as a catalyst for the development and growth of India as a global tourist

destination. India offers a wide variety of attractions to its visitors with Kerala as an

inevitable part in it. Hospitality industry has enhanced the scope of development of

tourism industry. KTDC, a government agency has established a number of units

providing accommodation and all other required facilities to the guests.

The mini project in the Motel Araam provided me with the opportunity to

observe and know the working of the particular Unit. It provided me with valuable

insights on managerial and practical aspects of management. The organization study

was helpful in getting an understanding of the organization, various functions, and the

overall operation of organization. The study helped to gather much more information

on the practical application of management principles. The efficiency and

effectiveness of the operations help to achieve their organizational goals effectively.

The training also enabled me to know the Strength Weakness Opportunity and Threat

of the motel. This study helps to understand the facilities that a motel must have,

helps to know more about the motel business and the community linkages of the

motel, how the motel is managed to combine both the internal and external people i.e.

Local Community. This survey helps me to know more about the way of conducting

the survey and the preparation of Questionnaire.

Bibliography

49

1) Websites

www.ktdc.com

www.ktdc.in

www.ktdc.net

www.emeraldinsight.com

www.managementstudyguide.com

www.hospitality-industry.com

www.hotelassociationofindia.com

2) KTDC brochures

3) Books

John R Walker & Josiely J Walker (2012), Exploring the Hospitality Industry,

Dorling Kindersly India private limited.

Ravishankar K V, (2005), Tourism India, Thiruvanathapuram Handbook.

Sudhir Andrews, (2007), Hotel Housekeeping, Tata McGraw-Hill publishing

company limited

C.R Kothari n- 2nd edition (2004) Research Methodology- New age in

publications.

50

APPENDIX

SURVEY QUESTIONNAIRE

51

QUESTIONNAIRE

1. Name & address of Motel : ………………………………………………......................................................

2. E- Mail Id : ………………………………………………..

3. Contact Number.......................4. Date of Establishment : ……………..........5. 5. Land Area: ……….......…Acre……….....……Cent

6. Ownership of Building : ……………………………………...

7. Distance (km) from nearest : Airport……………… Railway

Station……………… Bus Station..............

8. Room Details (GR=Guest Room BR=Bath Room Y =

Yes N = No).

9. Garage Facilities

Category

No. of rooms

AREA (Sq.Ft.)

Room Tariff

Room Service (Y/N)

Bath Attached (Y/N)

T.V (Y/N)

Garage Area

Car parking capacity

Other

GR BR

Attributes Yes No Nearby On request

Car washingRepairingRefuelling Mechanic on callSpare parts availablePetrol pump

52

10. How many employees are working in the hotel?

11. Outlet

Outlets No. Of Covers

Working Hours Avg. Revenue/Day(2011)

A/C Restaurant

Non A/C Restaurant

Beer Parlor

Dept:

Category

Reception

F&B Pdn:

F & B Service

Eng: & Maint:

Security

Others

Male KTDC ContractOutsource EmployeesPermanentLocal People (With in the Dist.)

Female

KTDC ContractOutsource EmployeesPermanentLocal People (With in the Dist.)

53

12. Average Length of stay in 2011?

Foreign Domestic

13. Mode of payment accepted?

Cash Credit card

Debit card Travel Voucher

14. How do you make the employees aware of duties?

Meetings Daily Briefing

Notice Circular

Orientation Others.....................

15. Do you have any employee retention program?

No

If Yes, Specify...........................................

16. How often programmes are conducted to get Feed Back from Employees?

Quarterly Half Yearly

Yearly Not Conducted

17. What kind of building do you have for restaurant?

Single building Open airCottages Shacks

18. How the local people behave to guests?

Excellent GoodBad

19. To which hotel do you direct the Guest, if room is not available?

.....................................................................................

54

20. Do you outsource any part of your business to the local community?

Yes No

21. If yes, which are they?

Cleaning Gardening

Maintenance Security

Any Other (Specify).......................................

22. Do the local people face problems from guests?

Yes No

23. Have you received any complaint about the local people from the guests?

No

If yes, Specify.........................................

24. Do you collect feedback from guests?

Yes No

25. Type of Guest demanding rooms?

Walk- In Govt. Officials

Other (Specify) ........................................

26. How do you keep contact with previous customers?

Greeting Cards E-Mail

Calls None

27. Do you have sufficient stock of Linen?

More Sufficient Less

28. How often you change Bed Linen?

Daily According to Arrival

On guest Request

55

29. How often polishing of Cutleries is done?

Weekly Fortnightly

Monthly Yearly

30. Do you receive any advance booking?

Yes No

31. What are the strategies adopted in special Occasions/ Festivals...............................................................................

32. Do you have sufficient stock of Room Amenities?

More Sufficient Less

33. How often public area polishing is done?

Weekly Fortnightly

Monthly Yearly

35. Do you have sufficient number of employees?

36. Methods used for Waste Disposal?

More Sufficient Less

F & B Service

F & B ProductionCleaning

Methods

Bio-Degradable Non Bio-Degradable

56

37. Products that you prefer from Local Community?

Egg Vegetables

Handicraft Milk

Fish None

38. Do you have any regular customers in restaurant?

Yes No

39. Time taken to serve food after taking order?

2-5Min 5-10Min

10-15Min More than 15 Min

40. Do you provide special rate for regular customers?

Yes No

If yes, Specify details ...........................................

41. Do you provide the customers with packed food?

Yes No

If yes, which is the most demanded food .....................

42.Issues/Suggestions……………………………………………………………………………………………………………………………………………………………………………………………………………………………………………………………………………………

57

43. Please rate the following

ATTRIBUTES Very poor

Poor Average Good Excellent

LocationAccessibility Nearby attractions Motel facilities Room facility Restaurant imageRestaurant ambienceArchitectural styleCommitment of EmployeesAttitude of employeesSkill of the employeesProfessionalism of employeesSafety & SecurityEffectiveness of Waste DisposalEnergy saving devicesWater saving devicesGovernment supportSufficient availability of land spaceEffectiveness of Complaint HandlingService Efficiency

58

House MaintenanceFinancial StabilityEffectiveness of Training

Hygiene maintained

Corporate policiesFlexibility in decision making for managers

Employment to local people

Employee retention program

Quality of promotional activities

Pricing strategy

Employee turnoverParticipation of local people

Public relations

Staff welfare measures

Availability of clean water