Annexure B-2

SUMMER INTERNSHIP REPORTONImproving Guest Satisfaction and Generating New Revenue Streams For

GUEST IS GOD! SAY NEVER NO TO GUEST!!

GUEST IS ALWAYS RIGHT! SATISFIED GUEST IS OUR ADVERTISEMENT!!

In partial fulfillment of the Master of Business AdministrationUnder the guidance of Mr. Avijeet Mukherjee ( Relationship Manager, Club Sales & Marketing) & Mr. Vinod Menon (Head, Club Sales & Marketing,Ambuja Neotia)

For (Address: Upohaar, the Condoville, 2052, Chakgaria, East Jadavpur, Kolkata-700094)

Submitted to:- Prof. P.K CHUGAN

Submitted by:- Sumit Kumar (Roll No.141259) Section: B Batch: MBA-FT (2014-2016) Institute of Management, Nirma UniversityDate of Submission: 1st July 2015

ACKNOWLEDGEMENTSProject work is never the accomplishment of an individual rather it is an amalgamation of the efforts, ideas and cooperation of a number of individual. My achievement is dedicated to all those who have extended their support and without whom the project would ever have come into existence.

I wish to express my deep sense of gratitude to my project guide Mr. Avijeet Mukherjee and Mr.Vinod Menon for rendering me the whole -hearted support and proper guidance and also for providing me the relevant data and documents necessary to complete this project. I am also highly indebted to my project mentor Mr. P.K Chugan for his invaluable support and guidance during the preparation of this project.

Above all, I sincerely thank The God Almighty and my beloved Parents, without whose blessings I could not have completed this work.

ABSTRACTNowadays, Clubs have a tough time staying in the competition as there is an influx of a huge number of recreational facilities provider especially 5 star hotels. We, as the consumers invariably have a hundred options in front of us, thus forcing the marketers and promoters of the Club industry to imbibe new innovation and creative strategies in order to lure them. Gone are the days when the guest used to be happy with basic facilities of the Club which has now become basic hygiene factors. On the other hand, Clubs have a hard time in generating profits due to high maintenance cost and therefore must look for other ways for revenue generation other than membership. The purpose of this study was to understand the habits of existing customers and thus determine the methods and tools that could be used in order to drive maximum business out of them. The study is to done by conducting a survey among the existing members of Club Verde Vista, Kolkata to understand their clubbing experience. Club Verde Vista offers the guest with the unique advantage of pristine surroundings complimented by impeccable clubbing amenities. Managed by The Conclave, Cub Verde Vista is all set to become a major lifestyle landmark and the first complete family club at Upohar , 2052 Chakgaria , Panchasayar , Kolkata 94.It is an ideal destination for business meets, conferences, leisurely get-together and for spending quality time with family or one's own self. From decor to the amenities,from choice of cuisine to entertainment facilities, every detail is meticulously planned to ensure the very best in terms of brand value. Located in a prime attraction at Upohar , 2052 Chakgaria , Panchasayar ,Kolkata 94 .,which has within its boundaries provisions for sporting , dining and ample entertainment opportunities.

Table of ContentsPART-ACHAPTER 1: Company Profile.... 7-211.1. History of the organization 8-91.2. Top Management 9-101.3. Organization Details...101.4. Vision.........101.5. Mission.. 101.6. Hospitality Ventures...10-151.7. Main Revenue Sources..151.8. 7-S Framework.. 151.9. Marketing Strategy.. 16-171.10. Porters Five Forces Framework...............18-191.11. Future Plans.. 20-21

PART-B CHAPTER 2: Introduction of the Project 22-232.1. Background.... 232.2. Objectives of the Project.232.3. Limitation of the Study...23

CHAPTER 3: Research Methodology...24-253.1. Data Collection Techniques 253.2. Data Collection Instruments25

CHAPTER 4: Sales Report Study .. .26-27

CHAPTER 5: Data Analysis and Interpretation28-345.1. Location of the Club295.2. Staff Excellence..........................295.3. Physical Facilities...305.4. Safety Measures.305.5. Cleanliness & Comfort ability of Rooms...315.6. Sporting Facility.315.7. Value for the Money...325.8. Reference for the Club335.9. Accessibility of Sales Team335.10. SWOT Analysis .. ....34

CHAPTER 6: Results and Suggestions35-36

PART-CCHAPTER 7: Learning from the Summer Training.37-38

CHAPTER 8: Reference and Appendix39-42

Chapter- 1COMPANY PROFILE

Ambuja Neotia HistoryThe vast group Ambuja Neotia which we see today was started in late 1950s by Mr. Suresh Neotia and Late Shri Vinod Neotia with the opening of Radha Krishna Bimal Kumar, for trading of petroleum products under the franchisee of Burma shell and gradually entered in different forays of business.Their other ventures included a Textile Mill in West Bengal, collieries and an engineering firm "Macmet India Limited" which is engaged in engineering contracts and software solutions."Gujarat Ambuja Cements Limited (GACL)" earned Blue Chip status and became a leader in the Cement Industry under the hands of two brothers during 1980s.In late 90's, Modi Cement, was taken over by GACL and renamed as "Ambuja Cement Eastern Limited" and Harshavardhan Neotia, son of Late Shri Vinod Neotia was appointed as MD.

In the year 1999, they made a strategic investment in ACC, India's oldest and most prestigious cement company by acquiring about 14.5% stake.In the year 2005, they invited Holcim, the world's largest cement company to join them. Together they took control of ACC. In the year 2006, they divested a substantial portion of their stake in GACL in favour of Holcim and handed over its management control.Indias first joint sector company to promote social housing, "Bengal Ambuja Housing Development Limited" under the partnership with the Government of West Bengal was started by Shri Harshavardhan Neotia creating a benchmark in public private partnership. Its project the "Udayan" was declared a Model Housing Project by the Union Government and Mr. Neotia was honored with the 'Padma Shri' by the President of India in 1999 for his efforts.Shri Suresh Neotia has been associated with the promotion of many cultural institutions like Anamika Kala Sangam & Padatik and has served on the board of prestigious bodies of Government of India, which includes Asiatic Society, National Culture Fund, Victoria Memorial Trust, Indian Institute of Management, Ahmadabad and is currently the Director of Central Board of Reserve Bank of India. He also continues as Chairman Emeritus of GACL.Late Shri Vinod Neotia, with strong religious dispositions, was a Trustee of Somnath Temple Trust and Kshetropasana Trust. Surpluses of these trusts are used for the betterment of the poor and the aged.Other efforts of Neotia family includes promotion of a major cultural institute by the name of Jnana Pravaha at Varanasi Currently, the Ambuja Realty Group is being led by Shri Harshavardhan Neotia under the guidance of Group Patriarch, Shri Suresh Neotia.Brief details of the Top Management- ChairmanShri Harshavardhan Neotia the current Chairman of the Ambuja Neotia Group was born and brought up in Kolkata. He did his schooling in La Martiniere for Boys, Kolkata, graduation from St Xavier College and OPM from Harvard Business School, USA. He serves as the Honorary Consul of Israel in Kolkata and holds other esteemed positions such as the post of former Chairman, CII-Eastern India, Member of the Board of Governors of IIM Kolkata, Member of Board of Trade, Government of India, Member of Rajasthan Foundation and Nathdwara Temple Board and also Member of Heritage Commission, Government of West Bengal. It is he who diversified the family business into real estate development.He was conferred the Padma Shri in the year 1999 for his outstanding initiative in the field of social housing. He has been awarded with Young Presidents' Organization YPO Legacy of Honor Award and works as the Honorary Consul of Israel in West Bengal.

Organization DetailsAmbuja Neotia group is pioneer in realty business and has diversified their business in different arrays: Realty Hospitality Healthcare EducationThe geographical presence of the organization is mainly in east India and majorly in Kolkata, West Bengal.

Vision:To create joy by making a positive difference to the way people live.

Mission:To make a difference to the way people live.

Hospitality ventures:Ambuja Neotia hospitality has its presence in different hospitality outlets including % star hotel, clubs, restaurants, Food Kiosk, Spa and any more spread across the east India, mainly in Kolkata.Clubs- The ConclaveThe Conclave was the first private club in Calcutta .Launched in 1986, The Conclave was the first business club to offer both fine dining and corporate requirements.With a huge membership base, Conclave has redefined the concept of clubbing in Kolkata.

The brand is being extended through Club Verde Vista and Eco Vista at Kolkata, Club Rio Vista at Raichak-on-Ganges and Club Montana Vista at Siliguri.

Ffort, RaichakThe Ffort, Raichak a beautiful resort was built in 1997 on an old for theme and known for architectural excellence. Consisting of 60 Superior Rooms and 2 Presidential Suites, it offers all facilities for conferences and leisure. Anaya Spa, one of the finest spas in the eastern part of the Country is offered by Ffort Raichak.

Ganga Kutir, Resort and SpaGanga Kutir, Resort and Spa, situated in Raichak on the edge of river Ganges, about an hour and half's drive from Kolkata, West Bengal and is one of the finest resort of eastern India.

Swissotel Kolkata:In association with Swiss Hotel, Swissotel Kolkata Neotia Vista marks the entry of the European brand into India, through Kolkata. And is the only 5 star hospitality property in Eastern India attached to a mall.

Afraa lounge cum restaurantAfraa lounge cum restaurant, a fine dining was launched in 2007 at City Centre, Salt Lake as a new statement in Kolkata's legacy of fine dining. Characterized by soothing ambiance, all-white decor, open decks, wraparound bar, a happening DJ with multi cuisine mix of Mediterranean, Szechwan, Italian, Japanese & Indian dishes makes Afraa one of the top preferred restaurants.

Tea junction:Modernization of tea stalls and is the perfect way to sip Tea with range of savories and desserts in lavish and stylish kiosk at different location in Kolkata.

THE CLUB VERDE VISTA: Club Verde Vista offers the guest with the unique advantage of pristine surroundings complimented by impeccable clubbing amenities. Managed by The Conclave, Cub Verde Vista is all set to become a major lifestyle landmark and the first complete family club at Upohar, 2052 Chakgaria, Panchasayar, Kolkata 94.

It is an ideal destination for business meets, conferences, leisurely get-together and for spending quality time with family or one's own self. From decor to the amenities, from choice of cuisine to entertainment facilities, every detail is meticulously planned to ensure the very best in terms of brand value. Located in a prime attraction at Upohar, 2052 Chakgaria, Panchasayar, Kolkata 94, which has within its boundaries provisions for sporting, dining and ample entertainment opportunities

Operational Aspects Of The Club Verde VistaClub Verde Vista stands outstanding in every aspect when it comes to guest satisfaction right from the service to facilities. Having a membership base of around 800 members, the club is no more require an introduction and is well known among the people of Kolkata. Mr. Avijit Mukherjee, Relationship Manager -club sales and marketing believes that its very important to maintain a healthy relation with guest to bring them again and again and due to this Club Verde Vista has a repeat clientele base.

Extraordinary features: Sports: Badminton, Table tennis, Billiards, Carom & Lawn Tennis. Banqueting: Huge banquet hall, terrace and lawn suitable for social functions. Conferencing: Provides all business amenities. Food & Beverage- A multi cuisine restaurant- Maple & a well stocked bar- Zero Hour. Wellness- Swimming Pool, Multi Gym, Spa, & Saloon. Accommodation- 4 luxury rooms. Free parking Space.

Main Revenue Source Membership Residential Members of Upohaar and Corporate clients. MICE- Meetings, Incentives, Conference and Exhibition. Social Function- Birthday Parties, Get Together, Weddings and others.

7- S Framework

At Ambuja Neotia hospitality, Club division sales & marketing team is categorized into three teams MICE, Membership and Social events. During my internship I worked with the sales team for pitching social events among the guest for Club Verde Vista. Social Events- Club Verde Vista sales figure states that the revenue generated from social events was the highest among all streams. And this is due to the fact of having great venues for parties like Marriage Ceremony, Get together, Birthdays and other events and the USP is to charge for food and beverages only and not for venues which was the prime reason for the Club to be the first preference of the guests when it comes to such celebrations.

Strategy:To focus on the existing members and prospective members by delivering best services at reasonable prices. Structure:Hierarchical structure i.e. bottom to top reporting of employees but with clearly defined job & responsibilities to everyone. Systems:The business mainly depends on the sales team actively working at different locations to get business for the Club with some strategic tie ups like Travel Agents, Wedding planners etc. Once the lead is generated from any source, sales team pitches the sales personally. Shared Values:Best place to celebrate moments at a very reasonable price, social responsibility and passion for excellence. Style:Transparency in work through open meetings. Staff: Assigning the right people to right job but the motivation among the sales team is quiet low due to salary factor and sales pressure. Skills: Service mentality, immediate response and operation excellence but again lacks in communication skills.The gaps and inconsistencies between elements and my analysis is purely based on my knowledge and understanding of the team and the Framework.Club Promotion:Promotion: primary focus will remain on mass communication via print ads in trade publications and on the Internet. Direct mail campaigns to existing and prospective clients will increase as a cost effective means of targeted campaigning.Personal selling in the local market will remain an important element of the mix in order to continue to build long-term relationships within the local community and generate high levels of corporate activity.Public relations activities will continue to play an important role in the marketing mix, presenting the hotel/club as a supportive member of the community and participating in significant local events. Club Advertising:The following are the advertisement media that are used for Club promotion: Media TV Social media SMS Hoardings and fliers Monthly mailers News Paper Magazines Campaign events Themed events at Club Celebrity performances PR party.

Marketing Strategy

Direct MarketingThe Club Verde Vista direct marketing is handling by their sales team headed by Mr. Vinod Menon. They collect targeted list of corporate companies and send them information about club Companies. Once the lead is generated, Sales People personally handle the guest. Website Marketing StrategyThe Club main website marketing strategy is recently reviewed by Ms. Diksha Pandey- Operation Head Ambuja Neotia Hospitality and she puts stress upon making sure to have a tie up with all major travel sites such as Expedia.com, Travel Guru.Com,Yatra.com etc. to boost the Club Room sales. Strategic PartnersClub is having a tie up with different events companies and wedding planners to boost business in the club.

Sales PlanOur sales plan hinges upon our sales strategy, sales process and, prospecting plan. As long as we follow the plans laid below we should be in good shape.

Sales StrategyClub sales strategy hinges upon repeat visits by key corporate accounts and the guest who already had a good time at Club Verde Vista. Mr. Vinod Menon- Head Club Sales & Marketing thus laid emphasis on maintaining all clients database .We need to develop a relationship with the companies listed in our Sales Account Plan, as well as actively generate new accounts by soliciting first time corporate visitors.It will be important to remain competitive on price, as well as amenities. If the price is right, and the business traveler knows that they will have all amenities they need while at the Club Verde Vista.

Competitive position in the industry (Porters framework)

Industry Rivalry- HighAmbuja Club lacks behind when it comes to compete with 5 Star hotels due to low presence in the market and amenities & ambience .Ambuja is facing direct competition and customer has always an option to simply move to other companies for MICE and Social Events. Intense competition resulted in decrease in price and thus creating an impact on profitability for company.The top competitors in industry are hotels specially budget hotels who are offering the same services as Clubs and that also at a very minimal prices .Others includes all other prominent Clubs in Kolkata due to reach among customers.

. Threat of new entrants- LowThreat of new entrants is very less as setting up a Club requires high investment and return on investment is very risky as there are many establish existing players thus brand loyalty posing tough competition. Brand loyalty of The Conclave restricts members to remain a part of the Club. Shortage of land in Kolkata, thus a huge capital base is required to setup a club. Government barriers like Licensing especially for liquor are major deterrents.

Threat of Substitutes-Moderate to LowA threat from substitutes exists if there are alternative products with lower prices of better performance. As far as Ambuja Clubs are concerned they are providing the best services at minimum cost and currently at Chakgaria no substitute is available to the guest. However in future if some hotels open nearby to Upohar complex, it can be substitute to the club. Brand loyalty of customers of The Conclave is dominating the substitutes. The Club relationship with customer is very strong hence prohibiting them to choose substitutes. The price is relatively lower or at par with the substitutes.

Bargaining Power of Buyer- Moderate to HighAs the customers are open with various options for all MICE, Social Event and Membership, they have the power to bargain and demand for competitive price. As the product offered by Ambuja is nothing distinctive from its competitors so it also gives additional power to the buyers to enjoy lower rates.

Bargaining Power of Supplier-Low to moderateBargaining Power of Supplier is very low to moderate as they sales are directly handled by the sales team. However they have some strategic tie ups with some travel agents and wedding planners who can be demanding at some point of time for diverting the business.

Challenges for the Sales Team:Poor CommunicationCommunication tool is effective when everyone knows what to do. CRM and data base management systems helps employees and departments to coordinate.Subpar PerformanceIt is prevalent among the lower staffs who sometimes feels under motivated and thus supervisor must look into such issues At club Verde Vista open meetings are held to listen to everyone suggestions.Limited ResourcesClub Verde Vista has limited resources in terms of rooms and banqueting venues. Also there is a shortage of manpower when it comes to Food and beverage service.

Future Plans of Ambuja NeotiaAmbuja Neotia is very soon going to be a giant in hospitality industry in eastern India. The expansion of the group is in rapid progress and will be developing their second hotel in Kolkata and another one in Digha in the Sunder bans. Other destinations where Ambuja Neotia will be developing luxury hotels are Sikkim, Ghum in Darjeeling, Makaibari, and Lataguri in Dooars, West Bengal. In Sikkim they are developing two resort hotels. All these projects are at different stages of development.

After the success of City Centre I, Salt Lake and inception of City Centre II at New Town, Kolkata, Ambuja Neotia is planning to set up City Centre III on approximately 10 acres of land situated on the NH 31 which is a part of the Uttorayon Township. City Centre at Uttorayon, the mix of leisure and commercial activity will comprise a mall, multiplex, restaurant, food court, hotel, offices, banqueting facilities, amphitheatre, performance arenas and entertainment zones and will spread over 10,00,000 sqft. With central air-conditioning, this place will enjoy power back-up and the latest in fire-safety technology.

Mall- Each of the Mall blocks will offer several activities, including general shopping areas, anchor shop, multiplex, food courts, a restaurant, supermarket, and a terrace garden.

Office- There will be Office blocks as well, which will cover an approximate area of 1, 00,000 sqft in total and will be adjacent to the Mall and will include Reception areas, waiting lounge, business centre, conference and meeting rooms will be well laid out within this block.

Hotel- A 100-room star hotel adjacent to the Office tower with an area of approximately 1, 00,000 sqft. The hotelwill have separate access with parking facilities and would cater to banqueting and conferencing requirements.

Club House- There will be a 25,000 sqft Club House sitting next to the hoteland the Office blocks. It will cater exclusively to the Hotel guests, Office owners and Mall tenants, providing limited membership to outsiders. The Club will have a 24-hour Coffee Shop, Swim pool, Health Spa, Gym, Card Room, a party lawn, which can be used both by the Club and the Hotel guest.

Chapter-2INTRODUCTION OF THE PROJECT

BackgroundAmbuja Neotia group started their first hospitality venture in late 1980s with the opening of The Conclave to give Kolkatas people a real clubbing experience. Later, two more clubs were opened at two different strategic locations one at Garia - Club Verde Vista and other at Rajarhat-Club Eco Vista.

Talking about Club Verde Vista which is located in the Upohar complex by Ambuja Neotia, has around 800 members mostly the resident of Upohar residential towers. Club has several sporting facilities including Swimming, Snookers, Badminton, Lawn Tennis, Chess, and Carom etc. It also has the wellness facilities which include Saloon, Spa and Multi Gym and a 24 hrs Coffee shop cum restaurant. In banqueting facilities there is a 500 capacity banquet hall, one of 100 and two small meeting rooms.

More emphasis is now given on Social marketing to drive business from the existing members like Birthday parties, Marriage ceremony, Anniversaries, Get together etc.

Objectives of the Project: To study the various trends in Hospitality/ Club industry. To find the future market potential of Hotels/Clubs. To find out the Challenges of Hotel/Club Industry. To know the Brand awareness of The Club Verde Vista among the customers. To understand the nature of services rendered and various facilities provided by Hospitality Industry.

Limitations of the Study:No study is complete in itself, however good it may be and every study has some limitations: Time is the main constraint of my study. Sample size availability was not large enough.

Chapter-3RESEARCH METHODOLOGY

RESEARCH METHODOLOGYResearch is a procedure of logical and systematic application of the fundamentals of science to the general and overall questions of a study and scientific technique which provide precise tools, specific procedures and technical information, rather than philosophical means for getting and ordering the data prior to their logical analysis and manipulation.DATA COLLECTION TECHNIQUESThe sources of data include primary and secondary data sources. Primary Sources: Primary data is collected by survey, conducted among the existing members. Secondary Sources: The secondary data is data, which is collected and compiled from different sources and are used in research for this study. The secondary data include material collected from: Newspaper, Magazines & Internet.Data collection instrumentsThe various method of data gathering involves the use of appropriate recording forms. These are called 'tools' or 'instruments of data collection. Collection Instruments Questionnaire ObservationSample Size: Sample size was 50 and the method of selection was Random Selection.

Chapter-4Sales Report Study

Monthly Sales Report Daily Sales Report- Daily sales report is used to track the salesperson day to day activities and his performance. A manager can take necessary action or if necessary he can pitch sales himself if he is in constant touch of daily happenings. Monthly Targets- Very necessary tool to motivate employees and helps in achieving yearly targets. Venue wise sales- Important to find which venue is more preferred and which is less so that necessary actions can be taken. Comparative reports- Budgeted & Actual. Monthly Forecast Monthly forecast is important as we can initiate further action to achieve targets. Cancellation reports- Gives us the idea what goes wrong and where. Leads Report- Leads can be generated from anywhere and the source must be preserved for future reference. Weekly Planner- All activities must be meticulously planned in advanced so that necessary initiatives can be taken.

Chapter- 5DATA ANALYSIS AND INTERPRETATION

Findings:

Data Analysis and Interpretation: Sample Size: 50 ( Random selection)1. Location of the Club:

Interpretation:60% of the respondents are not happy with the Club location. However the rest feels the Club is strategically located. The Club Verde Vista though not situated in the heart of city but it gives a unique blend of environment and ambiance and is well connected through Metro. It can be interpreted that the Club is more suited for social function rather than business needs due to unavailability of variants in banqueting rooms and guest rooms.2. Staff ExcellenceFeedbackPercentage

Very Good 90.00%

Good 10.00%

Interpretation:90% of the respondents think that the hotel staffs have very good excellence. And the rest 10% saying the excellence of the staff is good.3. Physical FacilitiesFeedbackPercentage

Good 30.00%

Very Good 70.00%

Interpretation:The 70.00% of the respondents feels that the physical facilities of the hotel are very good. And the rest 30.00% feels its good.

4. Safety MeasuresFeedbackPercentage

Good 5.00%

Very good 95.00%

Interpretation:95.00% of the respondents are satisfied with the sporting facilities in the hotel. The rest 5.00% feels that the safety facilities are good in the hotel.5. Cleanness & Comfort ability of rooms and Banquets hall.FeedbackPercentage

Good 40.00%

Very Good 60.00%

Interpretation:The 60% of the respondents are satisfied with the cleanness and comfort ability of the rooms. The rest 40% feels that the cleanness and comfort ability. So there is a room to uplift the maintenance of the club to avoid any complaints.6.Sporting FacilitiesFeedbackPercentage

Good 5.00%

Very Good 95.00%

Interpretation: 60% of the respondents are satisfied in the services provided by the hotel. And the rest 40% feels that the services provided by the hotel is good. This is attributed to the trainer for great sporting experience to customers.7.Value for moneyFeedbackPercentage

Not upto the mark 5.00%

Good 70.00%

Very good 25.00%

Interpretation:The 5% of the respondents are not satisfied with the value provided their money. And 70.00% are satisfied, and the rest 25.00% of the respondents feels the value given for their money is excellent.8.Reference for the ClubFeedbackPercentage

News paper 8.00%

Magazine 10.00%

Internet 25.00%

Interpretation:8% of the respondents come to about the Club from newspaper, other 10% from magazine, 25% from internet and the rest from references from their friends and others.9.Accessibility of Sales TeamFeedbackPercentage

Good 2

Very good 98

Interpretation:A whopping 98% of the respondents says they can easily access the sales team. This proves that sales team has a strong presence in the market and readily available at guest calls.

SWOT ANALYSIS

STRENGTH1. Residential members- can easily leverage them for other functions.2. Sales Team:Well informed sales team.3. Physical Infrastructure and ambiance.4. Cheap Pricing Strategy.

WEAKNESSES

1. Location not suited for business clients. 2. Low Presence on internet/ Lack of Internet Marketing.3. Sound prohibition thus not suitable for DJ nights and other rock function.

OPPORTUNITIES

1.Rising income: Owing to the rise in income levels, Kolkata people have more spare money to spend, which is expected to enhance clubbing experience.2. People getting more health concern sees Clubs as the option.

THREATS

1.Increasing competition: Several international majors like Accord and others are coming in Kolkata ,and these 5 Star hotels are serious threats to the Clubs as they provide all the facilities which the clubs provide.

Chapter -6RESULTS AND SUGGESTIONS

SUGGESTIONS & IDENTIFICATION OF CRITICAL ISSUES1. Residential customers must be fully leveraged for social function. The Club can take several initiatives to drive them towards club. Weekend Brunch with gaming facilities for the kids- Today this is widely offered by all hotels to make the guest weekend experience better and a complete family entertainment is offered. Themed Nights in the Restaurants- Fish market,Oriental Nights etc must be organised to suit the guest taste and give the guest different cuisine experience at a single place. Complimentary Anniversary and Birthday cake and bouquet for all members to make them feel we do care. Data Base Management and up gradation of CRM-CRM must be upgraded to show all important dates related to guest like birthdays, anniversary etc such that necessary sales can be pitched on time. IT must be made effective for effective data base management. 2. Social Media to be taken seriously- Social media presence is very necessary to remain in the market.3. Packages should be introduced/ Discount and other vouchers must be used as promotional technique.4. Event conducting (fashion shows, DJ, Stage performance) have an important role in profit generation.

Chapter -7LEARNINGS

LEARNINGClub Verde Vista has huge potential to be one of the finest Club in kolkata. The club can more concentrate on direct marketing and web marketing. It will surely help to increase the business of the Club. The report suggested that almost all the customers are happy with the facilities and the services the Club provides. The need is to leverage them at the right time.2 months of time is never enough to know everything about the industry, but under the supervision of Mr. Avijit Mukherjee I got exposed to Industry basics, Sales report interpretation and assessment ,maintaining data bases of clientele and aboveall the sales approach,In Kolkata, consumers behavior and their consumption pattern is totally different from other places and thus the exposure I got during my internship relates to my understanding of somewhat their attitudes and behavior which is very much required while pitching sales.Secondly Daily sales report, proposal making, budget preparation and achieving sales target are my major learning.It was a great experience for me and the undertakings which I received here will definitely be used in my further studies and throughout my career.

Chapter -8 REFERENCES & APPENDIX

REFERENCES

www.ambujaneotia.com www.hospitalitybizindia.com www.hvs.com

QUESTIONNAIRE

1) Have you ever been to Club Verde Vista?a) Yes b) No

2) How do you rate the location of the Club Verde Vista?a) Not upto the mark b) Averagec) Good d) Very Good

3) How do you rate the Excellence of the staff ?a) Not upto the mark b) Averagec) Good d) Very Good

4) How do you rate the physical facilities in the club (ex. Building, signs,Swimming Pool, lobby,furnishing of room, lighting, etc.) ?a) Not upto the mark b) Average c) Good d) Very Good

5) How do you rate the safety facilities in the club?a) Not upto the mark b) Averagec) Good d) Very good

6) How do you rate the cleanness and comfort ability of rooms and Banquets hall?a) Not upto the mark b) Average c) good d) Very good

6) How do you rate the sporting facilities of the club? a) Not upto the markb) Average c) Good d) Very good

7) How do you rate the value for money in the Club?a) Not upto the mark b) Averagec) Good d) Very good

8) How do you come to know about this club? a) News paper b) Magazinec) Internet d) Friends/ Families/Others

9) How do you rate the accessibility of Sales team?a) Not upto the mark b) Averagec) Good d) Very good

10) What suggestions do you want to make? ............................................................................................

DECLARATION

I, SUMIT KUMAR,student of MBA, Institute of Management, Nirma University Ahmadabad do hereby declare that this report titled Improving Guest Satisfaction and Generating New Revenue Streams is a bonafide work done by me under the supervision of Mr. Avijeet Mukherjee, Relationship Manager- Club Sales & Marketing at Ambuja Neotia and is submitted to Institute Of Management, Nirma University.

Date Sumit Kumar

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